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Lionel, can you address why it is April and we still don’t have our “Express” Upgrades? I believe that we’re moving into month four of “time beyond which we should have had out Upgrade Kits”.
http://direct2dell.com/one2one/archive/2007/04/02/10222.aspx#commentsfa
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Not sure why in the heck that was censored.

* Which we still haven’t received – I’m terribly thankful that I didn’t trust Dell for my home machine

I appreciate the feedback from you and your perspective. I will follow up on the blog censorship concerns.

I understand your perspective on VISTA. I believe we were shipping in less than 3 months. The issues were discussed on our blog, and updates provided. While it was a bit more complicated than disconnected phone lines, the fact remains we were slow off the mark and you were disappointed. We are sorry that this was not up to your expectations or our usual standards.

Thanks again for sharing your views with us.

I won’t really respond to the censorship issue, since it’s all done behind closed doors and a hidden veil – the only thing I can say is that the censorship performed does not match the rules provided.

Third, bravo on the response. I really didn’t expect Dell to make any effort to reach out to their customers.

Doug, we will follow up.

Jordan, thanks for drawing our attention your experience with the Dell vista upgrade process. Sorry it was unsatisfactory. I know we had some issues and have been working to get things corrected.

However, I think I will disagree with you about it receiving no attention from us. As issues with the site came to our attention, Lionel, on the direct2dell site blogged about it. We apologized for the glitches we had. Over several weeks in February Lionel continued to respond on the blog and provide updates.

Second, I think anyone reading various posts on our blog will find lots of negative commentary and we respond and answer much of it. Hey, we aren’t perfect, but we are trying to be open and forthright. You might want to check out the rules of engagement which Lionel adheres to very closely: http://direct2dell.com/about.aspx

In fact, several blogs have commented on our “rocky” start but how we have opened up and been quite responsive, finding our feet in the blogosphere, so to speak.

Sorry to hear you think we aren’t doing as well as we should.We will continue to work to improve.

I’ve dealt with their phone support recently looking for a price on a part, and was yelled at by the Indian taking my call when I said I wasn’t authorized to purchase the part – and was only looking for a price to pass on to my manager.

I also like their idea of having a blog, but it is heavily censored. Just try posting something negative and half the time it won’t go through meanwhile half coherent assemblies of words without punctuation makes it just fine. It’s a neat idea, but poorly executed.

Let us know if their rep. ever calls you back!