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FROM Dell HERE IS WHAT YOU WILL GET !!! and all the HISTORY
J. Matthew Urbancic
> Senior Manager, Dell Software & Peripherals
> Small Business (BSD)
> (512) 723-6607
Time to call Dell and Yell
All,
> Here is the final letter to be sent to the customers that has been
> approved through legal.
>
> Jane, can you please schedule the automated mailing process to send out
> this cancellation message.
>
> Perry, please let us know when all of the orders are cancelled and pass
> this letter on to Customer Service.
>
> Jeff/Karen, please use this letter to notify customers when cancelling
> orders that have not been processed.
Dear Dell Customer,
Thank you for choosing Dell for your recent software and accessories purchase. We regret to inform you that an error created the erroneous appearance of stock supply for the Altec Lansing ADA880 speakers that you ordered. The problem has since been corrected, but as a result we are unable to fulfill your recent order for the speakers.
If you have any questions or need further assistance you can contact our customer support team at
us_online_accessories_support@dell.com <mailto:us_online_accessories_support@dell.com>. All peripherals orders that were affected by this issue have been cancelled; you will need to resubmit an order for any additional products that may have been placed during this time.
If you purchased a Dell System at the time you purchased this order, it will not be affected.
Please accept our sincere apologies for any inconvenience. In addition, we would like to offer you a 10% discount on your next Software and Peripherals purchase.1 In order to redeem your 10% off discount - visit us on-line at
www.dell.com/peripherals, select the products you would like to purchase and proceed to checkout. At checkout, click on "add coupon" link and enter coupon code below. The discount will then be reflected in your final price.
Coupon Code: 2EE897538EC0
Coupon expires 01/04/02.All,
> I wanted to give you the latest status on where we are with this process:
> 1) Andy Sacks and I are finalizing the verbage on the customer letter (to
> be completed and rolled out today).
> 2) Sales Operations has the list of impacted orders in IP and are doing a
> mass cancellation on these orders (underway)
> 3) Dellware Operations has the list of impacted order numbers and are
> pulling the email address to send out the cancellation notice (underway)
> 4) We have added a coupon for 10% off S&P and will provide a link to where
> customers can shop for other Dell Speakers (complete)
> 5) Sales Operations is working with Customers Service to make sure that
> they are ready to handle any questions regarding this process (underway)
>
> When the letter is complete and approved through legal:
> 1) BSD Online Sales will cancel all orders that have fallen out of EDD and
> will send the cancellation notice to the customers (to be completed this
> week)
> 2) DellWare Operations will send out the mass cancellation notice (either
> tonight or first thing tomorrow morning)
> 3) Customer Service will have a copy of the letter sent to the customers
> so that they can answer any questions that may arise (when the letter is
> complete)
>
> I appreciate all of your help with this process and please let me know if
> you have any questions or concerns.
> Thanks,
> Brian
>
> -----Original Message-----
> From: Urbancic, Matt
> Sent: Friday, December 14, 2001 5:25 PM
> To: Srinivasan, Jay; Carpentier, Andrew; Fowler, Bruce
> Cc: Hovey, Brian; Runyan, Perry; Hull, Allen; Forringer, Carter;
> Russell, Jeff; Ngo, Thomas
> Subject: ADA880 speakers
> Importance: High
>
> All,
>
> First, thanks to everyone for their help in trying to address this
> situation with the refurbished speakers.
>
> I wanted to lay out the current plan of attack for addressing the
> nearly 7100 orders that BSD currently has in its system for these
> speakers, the Altec Lansing ADA880s (part number 1463D). Because we had
> both a pricing error and we are out of stock, we need to cancel these
> orders. Here is where it gets a little tricky:
>
> * Letter addressing the customer -
> * I will craft up a short letter that states the situation and offers
> Dell's apology to the situation. I will use the COC template that Bruce
> sent as a starting point.
> * We do intend to place a 10% off one-time use coupon in the letter
> for the customer (Brian is investigating how to accomplish that goal - it
> is not a prerequisite to sending the letter, but a nice gesture).
> * According to Allen, we do need to give the customer the option to
> cancel the entire order if they so desire.
>
> * Sending the letter - We would like to do an email blast at one time
> to as many customers as possible.
> Andrew - could we use the same technique that DHS is
> using for the NICs?
> - how many of the orders can we take care
> of with a mass email?
>
> * Orders that have fallen out of EDD - Jeff - I'm not sure how to
> handle the orders that have fallen out. Do we do these manually and if
> so, how many are we looking at (Perry, do you have any idea the answer to
> that question)? Are there any other orders that need to be handled
> manually?
>
> * Help for the manual callbacks - Jay, is there any way the COC can
> help us with the manual callbacks. I know our E-Order is completely
> swamped at this time.
>
> * Like replacement - We will not offer up a like replacement for this
> product because we ran out of supply. However, if it is needed for some
> reason, the best product to use is the Altec Lansing ADA885 (part number
> 69hkt).
>
> Jeff, you probably know better than anyone, will these actions
> address the situation?
>
> From a marketing perspective, Brian & Thomas will be the lead from
> our end. I will be out next week and be checking emails on a limited
> basis. Please work with Brian and Thomas for support.
>
> Thank you.
>