Sorry to hear about your bad experience with Dell Raoul. Did they seriously charge you a 15% restocking fee? - Thomas Hawk

Oh yeah. Charged as stated, TH. - Raoul Pop

Wow that sucks. You ought to be able to return something to Dell without a restocking fee. - Thomas Hawk

Raoul, I saw your blog earlier today and am looking into it as we speak - Richard Binhammer

Richard, thank you. I mentioned this to TH, but I wanted to let you know, too: I'm not looking for special treatment, I just want to see Dell improve the way they deal with customers. - Raoul Pop

we are not perfect, but we do actively listen, learn and act. Frankly, I like to think in those departments the value we deliver alone is a whole lot more than many others :-)....Apple has a restocking fee too btw. Anyway, still looking into things on our end. More later - Richard Binhammer

Raoul, hope to finish getting through everything this morning and back to you here or on your blog. Got a couple other things you raised to follow through on, yet - Richard Binhammer

Raoul, looked into things and responded to your blog post. Thanks for the opportunity to follow up.http://www.raoulpop.com/2008... - Richard Binhammer

Thank you Richard! I responded here: http://www.raoulpop.com/2008.... And thank you TH for making Richard aware of my case! - Raoul Pop

Richard, to be fair to Raoul this is not an uncommon problem with Dell. You're ok as long as you don't have a problem, then you go from pillar to post trying to get a resolution. It's a frustrating process than can reduce grown adults almost to tears of annoyance. I bought a Dell 5 years ago, recommended it to my friends and family who also bought, but one by one we all had problems with customer service. It sucks. Switched to Apple and never looked back; they acknowledge and solve problems promptly. - Sally Church

Sallygrab me anytime or the team I work with through www.dell.com/twitter and we will do our best to break through and fix things - Richard Binhammer

Raoul, you will see in another comment its not based on who you are but based on what you write and our search and getting to it. You would have heard from us - Richard Binhammer

Sally, just an interesting experiment that I did ....Dell sucks= 272,000, Apple sucks= 458,000. I know its not a perfect test, but interesting commentary in light of your comment, especially since Apple does not sell double number of computers to Dell, yet in google search is nearly twice the number of sucks, to use your term. Here is the link: http://www.google.com/search... By the way, Sally, you mention that timeframe of over 5 years and since we started to turnaround the company, Michael Dell has been clear about this issue and we have been working hard. Are we perfect yet? No way...but see here. I can explain more if need be http://money.cnn.com/2006... - Richard Binhammer