Dear Dell

I wrote this letter today on Dell Computer's Customer Service site:

Dear Dell:

I apologize if this is not the correct forum for this--please forward this message to the appropriate department.

Last summer I bought a PC for my personal use from your "small business" division. Things have been great with one (major) exception.

I bought the computer before Windows XP was available in part because it promised a $20 upgrade to XP when the OS became available. I took the bait. My computer arrived in great shape, just as I had requested it, but without documentation as to how I could upgrade (perhaps in my excitement to order a Dell I missed the fine print?). A few weeks later I called you and asked how I would go about getting the upgrade. The person taking my call was unsure and after some "checking" she said that I didn't need to do anything for now since the OS wasn't available, but implied that it would all be made clear to me in time, not to worry. So I waited...too long apparently. Last month I called (the home dept) to inquire as to why I had not yet heard from Dell on this matter and I was told that (sorry) the expiration date on that offer was 12/31/01 and I was too late! Ooops. Hmmm...I called the small business dept (at the suggestion of the home PC employee) and she indeed confirmed that I was out of luck. To add salt to my wound she confirmed that yes, I had called last year and the dutiful employee I spoke with had indeed recorded that she had "explained to customer how to get upgrade" (somehow this was done without my knowledge)...I think you know where I'm going with this.

Look, I'm not a fortune-500 company but I am a reasonably tech-savy middle class guy with two PCs in the home right now--contemplating buying a third; and I have four young kids (i.e. I anticipate buying LOTS of computers over my lifetime!)

I have to tell you I am not impressed with Dell right now--and I'm torn. On the one hand, I don't know of a PC manufacturer so consistently praised for the quality of the product and (perhaps more so) their customer service. I've used your PCs at work and recommended them to family and friends. On the other hand, it will be difficult to buy a Dell PC in the future if this is the way it's going to be. I bristle when I see the Dell logo at startup--the pain! I feel betrayed.

So please, cough up Windows XP for the $20 advertised, and please don't tell me that I need to "contact Microsoft" or that "there's nothing [you] can do because the OS is not a Dell product." I'm asking YOU to take the hit and let's preserve a beautiful friendship.

John Westhoff, M.D.
(A Dell fan spurned)