So, without further delay, here's what I said to Dell:
Hi Ian,
Just a bit of a background into this issue. The customer I sold this computer to is in Hunstville, ON and they were borderline about buying the PC, but I promised I would do everything to work with them to get this new computer working. This would have been a win-win (and certainly another computer sale wouldn't hurt). While working with them, it became clear that their logistics program had a weird way of working with the system that Windows 7 64bit wasn't going to work (not to menton printing was just not working). Since I was committed to getting this working, I decided to come back to you to try and find a way to get the customer back on Windows XP.
Given that I knew two things:
1. The downgrade was likely possible - but there was no mention of a key on the Windows sicker, I would at least need a key
2. Knowing that there were no drivers on the website (the person I spoke to directed me there without even looking himself) - generally Dell has, in the past not supported Windows XP on the support website (and I had confirmed that).
I came back to you guys because I was
1. Under the gun - the customer had threatened to send the computer back to me
2. Felling at least, you would try to get to the bottom of these issues and provide some real answers
3. Really in need of assistance
What I received was, to me, was the runaround. Your backup person Drew failed to assit me on every level and I'm quite disappointed (and actually angry). You may not know this - and I understand it - but I spend quite a bit of time pushing many customers. to standardize on Dell and in turn purchase thousands of dollars of Dell product. I think I'm an important enough customer NOT to say "Call tech support" and be thrown in the queue.
Anyway, this has really shaken a good part of my confidence in how Dell handles customers thanks to Drew's poor response. This really has me thinking other manufacturers would prefer the server/desktop business more. I can tolerate allot of things, but this really sucks that , when I really needed the help - I have to feel like I just got passed aside
Sorry again for interrupting your time off. I'm going to now consider other options without Dell right now to try and get this problem resolved.
Given that I knew two things:
1. The downgrade was likely possible - but there was no mention of a key on the Windows sicker, I would at least need a key
2. Knowing that there were no drivers on the website (the person I spoke to directed me there without even looking himself) - generally Dell has, in the past not supported Windows XP on the support website (and I had confirmed that).
I came back to you guys because I was
1. Under the gun - the customer had threatened to send the computer back to me
2. Felling at least, you would try to get to the bottom of these issues and provide some real answers
3. Really in need of assistance
What I received was, to me, was the runaround. Your backup person Drew failed to assit me on every level and I'm quite disappointed (and actually angry). You may not know this - and I understand it - but I spend quite a bit of time pushing many customers. to standardize on Dell and in turn purchase thousands of dollars of Dell product. I think I'm an important enough customer NOT to say "Call tech support" and be thrown in the queue.
Anyway, this has really shaken a good part of my confidence in how Dell handles customers thanks to Drew's poor response. This really has me thinking other manufacturers would prefer the server/desktop business more. I can tolerate allot of things, but this really sucks that , when I really needed the help - I have to feel like I just got passed aside
Sorry again for interrupting your time off. I'm going to now consider other options without Dell right now to try and get this problem resolved.
Confidence firmly shaken,
Kevin
