good letter Andy. I've had troubles with Dell customer service too, but i've only bought one computer from them, so i no one would listen to me if i wrote.
My situation? well i moved at the end of december. My financing for my computer is through Dell Financial Services. So when i got my bill, i wrote the change of address on the portion i returned. It was delievered to my old address and forwarded for the Feb 1st bill. no problem. figured they hadn't gotten it throught yet.
Wrote my new address again. Recieved the statement on Feb 28th for the payment due March 1st because it was forwarded from my old address again. Called up the number listed on my statement for customer service, got the address changed. ok, figured that was it.
Nope, statement went to my old address again...filed out the change of address form again, wrote all over the statement and envelope that it was a NEW ADDRESS and called again. They said that sometimes communication from their center, to the Dell building where the statements come from is not very clear. So they told me i had to call another number, and tell them to change my address. WTF should *I* have to call two different numbers to change an address on my account? I am still dumbfounded by that. Called the other number, of course office is closed. Forgot about it, and got the bill forwarded again for the June 1st payment.
Called the 'other' building again, told them what was going on. They still had my old address. Then she asks me to verify that it was me, and if i could give her the old address. I did. she asked for the phone number, and i laughed and told her, "How the hell should i remember that? I haven't lived there for six months!" She asked if there was anything else she could help me with, and i said no, i've already been treated as poorly as i could have been by Dell and just want the address changed so i don't have to call your pathetic customer service.
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