Dell Outsourcing and integrity

To Whom It May Concern, 

Last week I called in with a request to help me configure a gaming system since ALIENWARE and its name has been well known for superior customer support, honesty and integrity. The salesperson was an outsourced person from MANILA and I was very willing to give him a benefit of the doubt. He made representations that my order would include concierge level of support for one year with accidental damage protection at the current price listed and was advised I had the option of adding more years during the year. Since I received a lump sum payment for 5 months of disability since leaving my job from apple as a tier 2 ios technician who handled all the windows calls I figured let me get an Alienware. Being disabled, and a 911 first responder the only way I can work is from home, and this system was supposed to be for entertainment and work as I set out looking to work from home. But, I found out that a promise was made and not so, when I called in to find out what mirror support or back options I could use before getting the new machine. I was advised by  support that they did not see concierge level of service. I grew angry and still am fuming. At Apple Care, I was considered a supervisor and had the power to keep customers happy. I was excited because of apple empowering me to make a customer happy and provide appeasements. I even got a person a 200 pair of beats once, because a tier 1 did not back up a phone properly to the cloud or their pc, hence the man lost 10,000 in work as a flooring contractor.  On the technical level, I sometimes spent hours with customers helping them to get ITUNES and their devices working. Sometimes it was simple as a firewall needing reconfiguring, sometimes the OS needed repair, and sometimes it was a cable but the biggest mistakes I made with customers over time is learning to listen to the customer and what they want and letting them vent. After a year or so of tier 1, I was sent to tier 2. Subsequently,  I was one of the highest Apple care sellers in tier 1 and tier 2, because I believed in the product and accidental damage protection. Sorry to rant. Furthermore,  the monitor was 26 dollars less on the website than through the sales rep who put the order together. I don’t want to kill this order, but feel some type of appeasement is needed. I am so angry right now. I am 49, and understand the power of social media and to me integrity of a company is just as important as killer sound, graphics and case design. Years ago, an Alienware would cost more and DELL brought the cost down with more stock configurations. Please help make this right. I expect a callback from one of the senior US Based managers. I don’t want to talk with MANILA at this point and would like to speak with a manager level person. 

Sincerely,
Philip Kirschner