Customer Care

Considering the many complaints and the recent restructuring of Dell
as a company, I can follow clearly how you feel and what you are
trying to convey.

I, too, had issues with Dell in the past, I also had billing issues
that weren't addressed properly without many phone calls and emails
back and forth. I had to send a laptop in after six failed attempts at
on phone troubleshooting.
I also had to pay for return shipping, which I felt was unfair, but I
also realized my contract did not cover return postage.
I was impressed with how they dealt with the battery recall issue.

My experience has been it's a "tiered" customer service. (Unless
that's changed since then, I'm not sure) One gets "special care" with
the expensive xps series and others, while inspiron notebooks and the
desktop lower tier models offer assistance at an extra cost after a
specified period of time.

I think maybe rereading your agreement and warranty along with the
bill of sale more closely and explaining the problem more clearly and
sending copies of proof to show you made the payment but it was
applied in error to a closed account would be a better approach. Maybe
keep the focus on the billing issues and not on confronting them with
not speaking well of them...it won't help your cause In my opinion..
Good Luck and let us know of any results.

Your letter, although written well, seems to not address any
particular problem or try to resolve any issue thereof.

As such, I'm not sure I'd agree this letter has very much purpose
other than to just vent. I'd be surprised if many people gave it much
validity.

There's some interesting information in my profile about Dell. It
might make you feel a little better, especially if you live in New
York.