To dell corporate offices

To Dell Corporate Offices: Immediate Attention Fax: 512-283-6161

Dear Xavior, I do apologize for the late response. We would need the tracking number for us to be able to assist you further on this.

Thanks and Best Regards, Maria Veronica Cruz Dell | Executive Customer Support Team Phone +1 800 624 9897, Extn: 4250373 My work schedule is 7:00 am - 4:00 pm CST Monday to Friday.

Please consider the environment before printing this email.

Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.

From: SENTINELX007 [mailto:sentinelx007@aol.com] Sent: Tuesday, February 01, 2011 3:25 AM To: Cruz, Veron Subject: RE: Good Afternoon

Is this matter officially closed?

Respectfully, Omar-Xavior R. Ford From: Maria_V_Cruz@Dell.com [mailto:Maria_V_Cruz@Dell.com] Sent: Tuesday, August 17, 2010 1:17 PM To: sentinelx007@aol.com Subject: RE: Good Afternoon Importance: High

Dear Xavier, I do apologize for getting back to you just now.

We would need the tracking number of the system that you returned for us to proceed in getting the best resolution for your concern.

Please let me know as soon as you have the information needed.

Thanks and Best Regards, Maria Veronica Cruz Dell | Executive Customer Support Team Phone +1 800 624 9897, Extn: 4250373 My work schedule is 8:00 am - 5:00 pm CST Monday to Friday.

Please consider the environment before printing this email.

Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.

From: SENTINEL [mailto:sentinelx007@aol.com] Sent: Wednesday, August 18, 2010 1:02 AM To: Cruz, Veron Subject: Good Afternoon

Good Afternoon Ms. Cruz, I have been trying to contact you re: the Dell purchase and have been running into dead ends.

Please let me know when we can speak to conclude this matter.

Respectfully,

Xavior Ford Dear Xavior, Hope everything is well with you today.

The tracking number and information below is for a replacement keyboard and it was delivered in New York and not to a Dell facility. Hoping you can provide us the tracking number we need for us to process a replacement.

Thank you very much.

Best Regards,

MARIA VERONICA CRUZ AMERICAS BUSINESS OPERATIONS - Executive Services DELL Inc. Monday to Friday 9:00am to 6:00pm CST (800) 624 9897 ext # 6125232 CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.

From: sentinelx007@aol.com [mailto:sentinelx007@aol.com] Sent: Wednesday, February 24, 2010 1:48 AM To: Cruz, Veron Subject: Fwd: Dell System

Status Update - No Action Required Dispatch Shipped Dear Omar-Xavior Ford, Your dispatch shipped on 3/24/2009 What's Next?

1. To track your dispatch, click on your waybill number. Please note that tracking information may not be available immediately.

2. If you need to make any changes to the dispatch contact information, please visit our Support Center or Click Here to chat with a live support representative.

3. For expedited service to our premium tech agents please use Express Service Code when calling Dell. The Express Service Code is located under your Portables or on the back of desktop.

4. You may also check for updates via our Online Status page.

5. Please see below for important information.

Dispatch Information Dispatch Number: 113981322 Service Tag: 6R86GJ1 Contact Name: Omar-Xavior Ford Alt Contact Name: Street: 317 LENOX AVE 10TH FL Carrier: Federal Express

Dispatch Method: POS Express Service Code: 14707019053 Contact Phone: 2036754238 Alt Phone: 0000000000 City, State, Zip Code: New York NY, 10027 Waybill Number: 409532005661

Important: 1. Your order may be shipped in separate boxes and delivered at different times.

System exchanges and accessories may ship separately and have different estimated ship dates.

2. If your delivery requires a signature and you are unavailable to sign for the shipment, you may contact your designated carrier after their first delivery attempt and arrange for pickup to prevent your package(s) from being returned to sender.

Carriers typically attempt to deliver three times before returning to sender.

3. Please return the defective component(s) with the provided return shipping label.

For more return instructions, click here.

4. Under the limited warranty Dell will ship out next business day warranty parts to the customer if your Dell system has a covered hardware failure while it is under the Parts Only Service Contract purchased through Dell and if Dell has received the parts request before 5:00 p.m. customer's local time in the continental U.S. or 4:00 p.m. customer's local time in Canada Monday through Friday.

5. Your dispatch is subject to DELL's Terms and Conditions.

6. Dell provides a parts replacement status email service as a convenience to our customers. If you no longer wish to receive status update via email, click here to unsubscribe.

Respectfully, Rhonda Hurtado Technical Support Specialist | support.dell.com Dell Inc.| Rhonda_Hurtado@Dell.com Copyright 2005, 2008 Dell Inc. U.S. only. Dell Inc. is located at One Dell Way, Mail Stop 8129, Round Rock, TX 78682

-----Original Message----From: Xavior Ford <xford@facesny.org> To: sentinelx007@aol.com

Sent: Thu, Feb 18, 2010 12:30 pm Subject: FW: Dell System

From: Maria_V_Cruz@Dell.com [mailto:Maria_V_Cruz@Dell.com] Sent: Wednesday, February 17, 2010 5:22 PM To: xford@facesny.org Subject: RE: Dell System Importance: High Dear Xavior, We checked with receiving but weâ&#x20AC;&#x2122;re not able to locate the system and the tracking number is the only information we need to confirm that the package is delivered back at Dell. We are unable to process the replacement as much as we want to without this information.

Thank you.

Best Regards,

MARIA VERONICA CRUZ AMERICAS BUSINESS OPERATIONS - Executive Services DELL Inc. Monday to Friday 9:00am to 6:00pm CST (800) 624 9897 ext # 6125232 CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.

From: Xavior Ford [mailto:xford@facesny.org] Sent: Thursday, February 18, 2010 12:32 AM To: Cruz, Veron Subject: RE: Dell System Good Morning, Maybe there is another way to locate this. When the last laptop was sent (6R86gj1) it was sent with a return label from Dell. Its safe to assume that the label was generated from Dell account. Is it possible to find out the tracking information through that?

In all of our dealings with dell, we have always just sent the items back without any hitches, so we didnâ&#x20AC;&#x2122;t have a set procedure of keeping the tracking numbers on picked up items, we simply use the return packing slips and had the items picked up.

Let me know if that works.

Xavior From: Maria_V_Cruz@Dell.com [mailto:Maria_V_Cruz@Dell.com] Sent: Tuesday, February 16, 2010 3:37 PM

To: xford@facesny.org Subject: RE: Dell System Importance: High Dear Mr. Ford, I’ve checked with our Receiving Department and they are unable to locate the tag. They need the tracking number for them to confirm that the system was indeed received back at Dell. Without the tracking number we’re unable to process a replacement.

Should you need further clarifications, don’t hesitate to let me know. Have a wonderful day ahead.

Best Regards,

MARIA VERONICA CRUZ AMERICAS BUSINESS OPERATIONS - Executive Services DELL Inc. Monday to Friday 9:00am to 6:00pm CST (800) 624 9897 ext # 6125232 CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.

From: Xavior Ford [mailto:xford@facesny.org] Sent: Saturday, February 13, 2010 1:23 AM To: Cruz, Veron Subject: RE: Dell System Thank you, we have our admin checking into it. We thought that this question had been cleared up through our IT personnel several months ago. We were told by DELL that they did receive the unit back and the hold was taken off our account. This unit, like the ones before it came with a packing slip and all we did was replace the defective unit in the box applied the return label and had it picked up.

I will verify this with IT and see what documentation we have.

Thank you, Xavior Ford From: Maria_V_Cruz@Dell.com [mailto:Maria_V_Cruz@Dell.com] Sent: Wednesday, February 10, 2010 6:40 AM To: xford@facesny.org Subject: RE: Dell System Importance: High We already received the copy of the police report. We just need the tracking number for the system that was returned to Dell and we’re good to go in sending you a replacement system for the stolen one.

From: Xavior Ford [mailto:xford@facesny.org] Sent: Wednesday, February 10, 2010 4:57 AM

To: Cruz, Veron Subject: RE: Dell System It will be coming from FACES NY as the fax number. I am sending it out in 10 mins.

From: Maria_V_Cruz@Dell.com [mailto:Maria_V_Cruz@Dell.com] Sent: Tuesday, February 09, 2010 3:39 PM To: xford@facesny.org Subject: RE: Dell System Thank you. Whatâ&#x20AC;&#x2122;s the reference or title page of the fax?

From: Xavior Ford [mailto:xford@facesny.org] Sent: Wednesday, February 10, 2010 3:53 AM To: Cruz, Veron Subject: RE: Dell System I will fax it over and we are tracking down the tracking information now.

From: Maria_V_Cruz@Dell.com [mailto:Maria_V_Cruz@Dell.com] Sent: Tuesday, February 09, 2010 2:49 PM To: xford@facesny.org Subject: RE: Dell System Importance: High You can fax it at 512-283-8089. We would need the tracking number as well.

Thank you.

MARIA VERONICA CRUZ AMERICAS BUSINESS OPERATIONS - Executive Services DELL Inc. Monday to Friday 9:00am to 6:00pm CST (800) 624 9897 ext # 6125232 CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.

From: Xavior Ford [mailto:xford@facesny.org] Sent: Wednesday, February 10, 2010 1:19 AM To: Cruz, Veron Subject: RE: Dell System Is there a fax number I could send the report to?

From: Maria_V_Cruz@Dell.com [mailto:Maria_V_Cruz@Dell.com] Sent: Tuesday, February 09, 2010 12:00 PM To: xford@facesny.org Subject: RE: Dell System Importance: High

Dear Mr. Ford, The information on the Police report would be helpful too. Please provide us the name of the Police officer, their phone #, their location and the case number that was provided. If you can provide us a copy of the Police report itself it will be most helpful.

Thank you,

MARIA VERONICA CRUZ AMERICAS BUSINESS OPERATIONS - Executive Services DELL Inc. Monday to Friday 9:00am to 6:00pm CST (800) 624 9897 ext # 6125232 CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.

From: Cruz, Veron Sent: Wednesday, February 10, 2010 12:49 AM To: 'Xavior Ford' Subject: RE: Dell System Importance: High Dear Mr. Ford, Thank you so much for forwarding the emails to me. Please provide me the tracking number that was used when you return the last defective system that was replaced for me to request for the flag on your account to be removed. Iâ&#x20AC;&#x2122;ll be reviewing it and will get back to you in 24 hours for a resolution.

Should you need further clarifications, donâ&#x20AC;&#x2122;t hesitate to let me know. Have a wonderful day ahead.

Best Regards,

MARIA VERONICA CRUZ AMERICAS BUSINESS OPERATIONS - Executive Services DELL Inc. Monday to Friday 9:00am to 6:00pm CST (800) 624 9897 ext # 6125232 CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.

From: Xavior Ford [mailto:xford@facesny.org] Sent: Wednesday, February 10, 2010 12:39 AM To: Cruz, Veron Subject: Dell System Good Morning Maria,

Thank you for getting back to me regarding this matter. I have pieced together the history as best as I could. You will also see notes within your systems that correspond to the emails and calls I have made regarding this matter.

Thank you, Xavior Ford Dell Dispatch Processed From: "No_Reply@Dell.com" <No_Reply@Dell.com> Add to Contacts To: sentinelx007@yahoo.com

Dispatch Processed Dear Omar-Xavior Ford, Your dispatch has been processed for your replacement part(s).

Current Status 1. Please review your dispatch information below and keep this email to reference your information. If you need to make any changes to the dispatch contact information, please visit our Support Center or Click Here to chat with a live support representative.

2. For expedited service to our premium tech agents please use Express Service Code when calling Dell. The Express Service Code is located under your Portables or on the back of desktop.

3. You may also check for updates via our Online Status page.

What's Next?

1. You will receive a Dispatched Shipped email when the dispatch has been shipped.

Dispatch Information **PLEASE VERIFY THE INFORMATION HIGHLIGHTED BELOW IN RED Dispatch Number: 113038213 Dispatch Method: NDQ Service Tag: GN80VH1 Express Service Code: 36232717141 Contact Name: Omar-Xavior Ford Contact Phone: 2036754238 Alt Contact Name: Alt Phone: 0000000000 City, State, Zip Code: New York NY, 10027 Street: 317 LENOX AVE 10TH FL System Type: LatD630 If you need to make any changes to the dispatch contact information, please visit our Support Center or Click Here to chat with a live support representative.

Important: 1. If you follow proper procedures a service technician will in most cases be

2.

3.

4.

5.

6.

dispatched to arrive at your location for On-Site Service on the next business day (during your Principal Period of Maintenance); Monday through Friday excluding regularly observed holidays. If the service technician is dispatched for On-Site Service after 5:00p.m. local time the service technician may take an additional business day to arrive at your location.

Onsite technicians are required to take the defective part after completion of service.

Onsite technicians are qualified only to replace and troubleshoot hardware. They are not responsible nor Dell qualified for OS reinstallations, driver installations, or any other software troubleshooting.

If the part(s) replacement does not resolve the issue the technician was dispatched to resolve, the onsite technician is expected to call back into Dell for further troubleshooting.

Your dispatch is subject to DELL's Terms and Conditions.

Dell provides a parts replacement status email service as a convenience to our customers. If you no longer wish to receive status update via email, click here to unsubscribe.

Respectfully, Robert Sauber Technical Support Specialist | support.dell.com Dell Inc.| Robert_Sauber@Dell.com Copyright 2005, 2008 Dell Inc. U.S. only. Dell Inc. is located at One Dell Way, Mail Stop 8129, Round Rock, TX 78682

RE: Case # 634979758 From: Xavior Ford <sentinelx007@yahoo.com> View Contact To: Robert_Sauber@Dell.com image001.gif (69KB)

Thank u, this laptop has me dead in the water.

From: Robert_Sauber@Dell.com Sent: Wednesday, February 25, 2009 9:35 AM To: sentinelx007@yahoo.com Subject: RE: Case # 634979758

You should hear from the tech by noon. I am showing your parts are on the delivery truck.

Robert Sauber | Dell Support Specialist | Dell Inc. | (866) 461-3355 ex.9464141 From: Xavior Ford [mailto:sentinelx007@yahoo.com] Sent: Wednesday, February 25, 2009 8:32 AM To: Sauber, Robert Subject: RE: Case # 634979758 What time should I expect the tech?

From: Robert_Sauber@Dell.com Sent: Tuesday, February 24, 2009 2:35 PM To: sentinelx007@yahoo.com Subject: RE: Case # 634979758

It had something to do with the COA Label I ordered.

Robert Sauber | Dell Support Specialist | Dell Inc. | (866) 461-3355 ex.9464141 From: Xavior Ford [mailto:sentinelx007@yahoo.com] Sent: Tuesday, February 24, 2009 1:34 PM To: Sauber, Robert Subject: RE: Case # 634979758 Any reason why it was cancelled?

From: Robert_Sauber@Dell.com Sent: Tuesday, February 24, 2009 1:58 PM To: sentinelx007@yahoo.com Subject: RE: Case # 634979758

Your service call was canceled. I have reissued it and you should be serviced tomorrow I am very sorry.

Case # 634979758 Dispatch Reference #113038213 Robert Sauber | Dell Support Specialist | Dell Inc. | (866) 461-3355 ex.9464141 From: Xavior Ford [mailto:sentinelx007@yahoo.com] Sent: Tuesday, February 24, 2009 12:46 PM To: Sauber, Robert Subject: RE: Case # 634979758 Good Morning Robert, I have not heard from the tech regarding repair. Is there a direct # to which I can reach him?

From: Robert_Sauber@Dell.com Sent: Monday, February 23, 2009 9:49 AM

To: sentinelx007@yahoo.com Subject: Case # 634979758

Dear OMAR-XAVIOR FORD, Thank you for contacting Dell's Gold Technical Support. It was a pleasure working with you to resolve the issue you had with your system.

The following information relates to your recent call.

Case # 634979758 Dispatch Reference #112976871 For any new issues on your system, you may call Gold Technical Support at 1-866-4613355. This is a special phone line for Gold Technical Support customers. Your Express Service Code will be required to receive priority service and support and can be found on the black sticker located on your system.

You may also contact us via chat at the Dell Contact Us web page or https://support.dell.com/support/supportrequests/create.aspx?c=us&cs=555&l=en&requ est=true&s=biz

Respectfully, Robert Rep ID 01156378 Customer Experience: How am I doing? I am constantly striving to improve my service.

If there is anything I can do to help improve your experience, please don't hesitate to let me know by contacting my manager by responding to this email.

Robert Sauber | Dell Support Specialist |Trusted Advisor Certification: BAR, AAS EET, DCSE, MCP, CertUTec A+ | http://prosupport.dell.com/ Dell Inc. | (866) 461-3355 ex.9464141 | Robert_Sauber@Dell.com My hours are: Sunday - Thrusday From 7:30 AM to 4:00 PM Central Time

How am I doing? You may provide feedback by e-mail to my manager Tarsha Clemons at Tarsha_Clemons@dell.com.

Remember: Your satisfaction with our support is my responsibility; please inform me of any issues or concerns so that I can address them immediately.

CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message. This information is provided "AS IS" without any warranty of any kind and is subject to change without notice. Dell is not responsible for errors or omissions.

RE: Case # 634979758 From: "Rhonda_Hurtado@Dell.com" <Rhonda_Hurtado@Dell.com> Add to Contacts To: sentinelx007@yahoo.com

Omar-Xavior, Thanks for getting back to me.

You may be able to put that hard drive into your replacement system. Unless you have reason to believe the hard drive is the cause of the issue your system had, it should work. Then you can save everything to CD. Let me know if you need anything further.

Rhonda Hurtado | Case Mentor Dell | Commercial Client Premium Support

Tel: 1.866.876.3355 x4341051 Rhonda_Hurtado@Dell.com Customer Experience: How am I doing? Please e-mail my manager joshua_kelso@dell.com with any feedback.

From: SENTINELX007 [mailto:sentinelx007@yahoo.com] Sent: Monday, March 02, 2009 9:38 AM To: Hurtado, Rhonda Subject: RE: Case # 634979758 Thank you so much.

I feel like im dead in the water without it and ive noticed that my productivity has declined. .oO(I hate using other peoples computers). Now, I would like to know how I would go about getting the data off the malfunctioning laptop and maybe onto either the coming laptop or an external drive. Any suggestions?

Omar-Xavior From: Rhonda_Hurtado@Dell.com [mailto:Rhonda_Hurtado@Dell.com] Sent: Monday, March 02, 2009 11:19 AM To: sentinelx007@yahoo.com Cc: William_C_Platt@Dell.com Subject: Case # 634979758

Dear Omar, Good morning/afternoon. I was just wanting to follow up with you to let you know that your system exchange should ship on or around 03-04. Once it does ship, I will email again to let you know the tracking information. Your satisfaction is Dellâ&#x20AC;&#x2122;s priority and we want to get your system up and running as quickly as possible. Please let me know if there is anything else Dell can do in regards to this case.

This is in reference to Case Number: 634979758 Thanks and have a great day.

Rhonda Hurtado | Case Mentor Dell | Commercial Client Premium Support

Tel: 1.866.876.3355 x4341051 Rhonda_Hurtado@Dell.com Customer Experience: How am I doing? Please e-mail my manager joshua_kelso@dell.com with any feedback.

Out of Office AutoReply: Case # 634979758 From: "Joshua_Kelso@Dell.com" <Joshua_Kelso@Dell.com> Add to Contacts To: sentinelx007@yahoo.com

Thank you for your email, I will be out of the office March 19th returning March 23rd without access to email. If you need immediate assistance, please call into Dell CPS technical support (24x7) at 1 866 876 3355 Thank you, Josh Kelso

Out of Office AutoReply: Case # 634979758 From: "Jeffrey_Leir@Dell.com" <Jeffrey_Leir@Dell.com> Add to Contacts To: sentinelx007@yahoo.com

Thanks for contacting Dell. My office hours are 6:30am to 3:30pm, Monday through Friday. I am currently out of the office. If this is an urgent matter, you may contact TF_Case_Mentors@Dell.com. You may also contact GTS telephone support at 1-866-876-3355 or contact GTS e-support at http://support.dell.com/support/supportrequests/create.aspx?request=true. Thank you for contacting me, and have a great day!

RE: Case # 634979758 From: "Rhonda_Hurtado@Dell.com" <Rhonda_Hurtado@Dell.com> Add to Contacts

To:

sentinelx007@yahoo.com

Xavior, I will be calling is just a few minutes.

Rhonda Hurtado | Case Mentor Dell | Commercial Client Premium Support

Tel: 1.866.876.3355 x4341051 Rhonda_Hurtado@Dell.com Customer Experience: How am I doing? Please e-mail my manager joshua_kelso@dell.com with any feedback.

From: SENTINELX007 [mailto:sentinelx007@yahoo.com] Sent: Monday, March 23, 2009 2:55 PM To: Hurtado, Rhonda Subject: RE: Case # 634979758 Good Afternoon Rhonda, Tomorrow btwn 12-5 works for me. If you could shoot me an email just letting me know your about to call, I can make sure to be someplace where I can have a conversation.

203-675-4238 is my cell.

Thank you for the response.

Xavior From: Rhonda_Hurtado@Dell.com [mailto:Rhonda_Hurtado@Dell.com] Sent: Monday, March 23, 2009 4:45 PM To: sentinelx007@yahoo.com Subject: RE: Case # 634979758 Omar-Xavior, What time would be a good time to contact you tomorrow? I would like to discuss the issues you are having.

I apologize for the delay in my response. I have been busy today and have just been able to get through my weekend full of emails.

Thanks for your patience. Have a great day.

Rhonda Hurtado | Case Mentor Dell | Commercial Client Premium Support

Tel: 1.866.876.3355 x4341051 Rhonda_Hurtado@Dell.com

Customer Experience: How am I doing? Please e-mail my manager joshua_kelso@dell.com with any feedback.

From: SENTINELX007 [mailto:sentinelx007@yahoo.com] Sent: Sunday, March 22, 2009 8:12 AM To: Hurtado, Rhonda Cc: Sauber, Robert; Clemons, Tarsha; Kelso, Joshua; Leir, Jeff; Jackson, Michael G Subject: RE: Case # 634979758 Good Morning (Dell Tech, Customer Service and Evaluation) I am writing to first thank you for expediting the system exchange with my last tough book. However, I am writing again to really express how extremely disappointed I am in the quality and durability of this current system. Its been less than a month since I received this new unit and some of the keys on the keyboard are coming off. The computer claims to be able to handle extreme conditions, none of which ive even subjected the unit to. Its primarily an editing station for graphics but needed to be durable because it will travel.

My initial reason and most compelling reason for this purchase was its reputation for being durable and well constructed, touch screen, GPS capability, security and solid state drive. I even invested close to $6000 in this model because I believed that it would be the last laptop I would need to purchase for several yrs. With this purchase, ive been delayed on several projects due to hardware failures and the down time between replacement equipment and re-installing vital programs, not to mention setting up my outlook preferences which are not as effortless as Microsoft would have you believe.

I find the repair techs that you contract to be less then qualified to repair the unit. On both service calls, the techs had no real idea on what they were doing, removing components that didn’t need to be removed (ripping out the rubberized protective pads that could not be replaced), replacing screws out of order compromising the integrity of seals and compartment doors, keyboard has been dis-jointed and neither service calls resulted in the units functioning again.

I am not sure what I should do regarding this matter next to demanding a complete refund because I cannot keep trading our systems ever 60 days because they just don’t live up to the claims of its manufacture (Which by the way, the finger print reader NEVER worked on any of the models due to a design issue of the models-fingerprint reader is recessed too far).

Ive been a long time dell supporter and advocate since I was 18 yrs old and received my first computer which was a dell. I boast about the level of customer service that dell provides as well as the quality, durability/reliability as a selling point for people to choose a dell over other manufactures. I am not sure what has changed but I have really had to re-evaluate my computer needs based on my recent purchase.

I have backtracked my emails since the first tech issue and have copied everyone attached to this case. I would really rather stay with dell however, I run a business that can not afford these types of issues with a unit that is supposed to not have them. Its never been software but hardware that’s been the defect in these products.

I would like to work with you guys to resolve this issue as soon as possible. My computer needs are as follows: RAM, GPS, MOBILE BROADBAND, TOUCHSCREEN, HARDDRIVE CAPACITY. Im not sure how I feel about compromising on the durability of the “tough book” verse another unit, however it feels as though that’s the lynch-pin in this entire case.

I await your responses.

Xavior Ford From: Rhonda_Hurtado@Dell.com [mailto:Rhonda_Hurtado@Dell.com] Sent: Wednesday, March 04, 2009 3:25 PM To: sentinelx007@yahoo.com Subject: Case # 634979758 Dear Omar-Xavier, Good morning/afternoon. Good News. Your system exchange has shipped and should be delivered tomorrow. You can track that at www.fedex.com with tracking number 134619878674617. Please let me know if you need anything further regarding this case.

This is in reference to Case Number: 634979758 Thanks and have a great day.

Rhonda Hurtado | Case Mentor Dell | Commercial Client Premium Support

Tel: 1.866.876.3355 x4341051 Rhonda_Hurtado@Dell.com Customer Experience: How am I doing? Please e-mail my manager joshua_kelso@dell.com with any feedback.

Your service call was canceled. I have reissued it and you should be serviced tomorrow. I am very sorry.

Case # 634979758 Dispatch Reference #113038213 Robert Sauber | Dell Support Specialist | Dell Inc. | (866) 461-3355 ex.9464141 From: Xavior Ford [mailto:sentinelx007@yahoo.com] Sent: Tuesday, February 24, 2009 12:46 PM To: Sauber, Robert Subject: RE: Case # 634979758 Good Morning Robert, I have not heard from the tech regarding repair. Is there a direct # to which I can reach him?

From: Robert_Sauber@Dell.com Sent: Monday, February 23, 2009 9:49 AM To: sentinelx007@yahoo.com Subject: Case # 634979758

Dear OMAR-XAVIOR FORD, Thank you for contacting Dell's Gold Technical Support. It was a pleasure working with you to resolve the issue you had with your system.

The following information relates to your recent call.

Case # 634979758 Dispatch Reference #112976871 For any new issues on your system, you may call Gold Technical Support at 1-866-461-3355. This is a special phone line for Gold Technical Support customers. Your Express Service Code will be required to receive priority service and support and can be found on the black sticker located on your system.

You may also contact us via chat at the Dell Contact Us web page or https://support.dell.com/support/supportrequests/create.aspx?c=us&cs=555&l=en&request=true&s=biz

Respectfully, Robert Rep ID 01156378 Customer Experience: How am I doing? I am constantly striving to improve my service. If there is anything I can do to help improve your experience, please don't hesitate to let me know by contacting my manager by responding to this email.

Robert Sauber | Dell Support Specialist |Trusted Advisor Certification: BAR, AAS EET, DCSE, MCP, CertUTec A+ | http://prosupport.dell.com/ Dell Inc. | (866) 461-3355 ex.9464141 | Robert_Sauber@Dell.com My hours are: Sunday - Thrusday From 7:30 AM to 4:00 PM Central Time

How am I doing? You may provide feedback by e-mail to my manager Tarsha Clemons at Tarsha_Clemons@dell.com.

Remember: Your satisfaction with our support is my responsibility; please inform me of any issues or concerns so that I can address them immediately.

CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message. This information is provided "AS IS" without any warranty of any kind and is subject to change without notice. Dell is not responsible for e

Omar-Xavior, Dell Service notification:

Service tag: GN80VH1 Case Number: 633897756 Dispatch ID: 112562812 In reference to our communication today, I am sending you my contact information and your case / dispatch numbers. I will be your point of contact until this issue is completely resolved to your satisfaction. In the event you require further assistance, please e-mail me directly at Jeffrey_Leir@Dell.com or call me at (866) 876-3355 ext. 43-41008. My office hours are 6:30 am to 3:30 pm Mountain Time, Mo Tu We Th Fr. E-mail is my preferred method of contact since I am on the phone most of the day.

Thank you for choosing Dell,

Jeff Leir | MCP Technical Support Specialist | support.dell.com Dell Inc. | 1-866-876-3355 x43-41008 | Jeffrey_Leir@Dell.com Please e-mail my manager Michael Jackson with any feedback.

Dell Dispatch Shipped (Status Update - No Action Required) From: "No_Reply@Dell.com" <No_Reply@Dell.com> Add to Contacts To: sentinelx007@yahoo.com

Status Update - No Action Required Dispatch Shipped Dear Omar-Xavior Ford, Your dispatch shipped on 3/24/2009 What's Next?

1. To track your dispatch, click on your waybill number. Please note that tracking information may not be available immediately.

2. If you need to make any changes to the dispatch contact information, please visit our Support Center or Click Here to chat with a live support representative.

3. For expedited service to our premium tech agents please use Express Service Code when calling Dell. The Express Service Code is located under your Portables or on the back of desktop.

4. You may also check for updates via our Online Status page.

5. Please see below for important information.

Dispatch Information Dispatch Number: 113981322 Service Tag: 6R86GJ1 Contact Name: Omar-Xavior Ford Alt Contact Name:

Dispatch Method: POS Express Service Code: 14707019053 Contact Phone: 2036754238 Alt Phone: 0000000000

Street: 317 LENOX AVE 10TH FL Carrier: Federal Express

City, State, Zip Code: New York NY, 10027 Waybill Number: 409532005661

Important: 1. Your order may be shipped in separate boxes and delivered at different times.

System exchanges and accessories may ship separately and have different estimated ship dates.

2. If your delivery requires a signature and you are unavailable to sign for the shipment, you may contact your designated carrier after their first delivery attempt and arrange for pickup to prevent your package(s) from being returned to sender.

Carriers typically attempt to deliver three times before returning to sender.

3. Please return the defective component(s) with the provided return shipping label.

For more return instructions, click here.

4. Under the limited warranty Dell will ship out next business day warranty parts to the customer if your Dell system has a covered hardware failure while it is under the Parts Only Service Contract purchased through Dell and if Dell has received the parts request before 5:00 p.m. customer's local time in the continental U.S. or 4:00 p.m. customer's local time in Canada Monday through Friday.

5. Your dispatch is subject to DELL's Terms and Conditions.

6. Dell provides a parts replacement status email service as a convenience to our customers. If you no longer wish to receive status update via email, click here to unsubscribe.

Respectfully, Rhonda Hurtado Technical Support Specialist | support.dell.com Dell Inc.| Rhonda_Hurtado@Dell.com

Dell Case 1043432004 From: "Joseph_Barela@Dell.com" <Joseph_Barela@Dell.com> Add to Contacts To: sentinelx007@yahoo.com

OMAR-XAVIOR, Dell Service notification: Service tag: 6R86GJ1 Case Number: 1043432004 Dispatch ID: 115238895 Replace the handle.

In reference to our communication today, I am sending you my contact information and your case / dispatch numbers. I will be your point of contact until this issue is completely resolved to your satisfaction. In the event you require further assistance, please e-mail me directly at

Joseph_Barela@Dell.com or call me at (866) 876-3355 ext. 43-41016. My office hours are 6:00 am to 3:00 pm Mountain Time, Mo Tu We Th Fr. E-mail is my preferred method of contact since I am on the phone most of the day.

Thank you for choosing Dell,

Joe Barela | MCP Technical Support Specialist | support.dell.com Dell Inc. | 1-866-876-3355 x43-41016 | Joseph_Barela@Dell.com Please e-mail my manager Michael Jackson with any feedback.

Dell Service Request# 1041976556 From: "Ian_Capulong@Dell.com" <Ian_Capulong@Dell.com> Add to Contacts To: sentinelx007@yahoo.com Cc: Cristina_Ricafranca@Dell.com

Dear Mr. Ford, Good Day! One of my Care Representatives â&#x20AC;&#x201C; Cristina has escalated a returns request to me. This is for order# 517793141 (Latitude XFR). I have forward the case to our Finance Team for approval. They are currently looking into this case. I will give you an update as soon as it becomes available. In the meantime, please take note of my contact information if you have any questions.

Thank you and have a great weekend.

Best Regards, Ian Capulong Customer Care Manager Dell Inc. | Americas Customer Care Work Days: Monday- Friday Work Hours: 9am - 6pm CST Office: 1-888-782-3355 ext # 6124516 Ian_Capulong@dell.com CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.

RE: Dell Service Request# 1041976556 From: "Ian_Capulong@Dell.com" <Ian_Capulong@Dell.com> Add to Contacts To: sentinelx007@yahoo.com Cc: marion@iessecurity.com

Dear Mr. Ford, Thank you for the update. I would cancel the RMA on my end. I appreciate the feedback you have given today. I know the experience wasnâ&#x20AC;&#x2122;t perfect right from the start but you still considered to stick with us.

This serves both as challenge to maintain a good relationship and an inspiration to be at our best when serving you and other customers. If you have any customer care related issues/inquiries, you may direct them to me and my team will work on it.

Thank you again and have a great week.

Regards, Ian From: SENTINELX007 [mailto:sentinelx007@yahoo.com] Sent: Tuesday, May 12, 2009 3:14 AM To: Capulong, Ian Cc: Marion Stevenson Subject: RE: Dell Service Request# 1041976556 Good Afternoon Ian, I am pretty impressed with the level of attention this matter has gotten. I have been relying on this laptop more now than ever to get my day to day processes and now have a some design contracts that I will be working on over the next few months. When I first picked the unit, I maximized the options possible due to the investment I believed this particular model represented to me equipped with GPS tracking, touch screen, rugged construction, water resistant (which I actually know it is… due to the tremendous amount of rain ive had to carry this unit through the past month) mobile broadband, carry handle, blue tooth connectivity, protection plan. During the initial purchase, the models seemed to not live up to its title i.e. “tough book”, causing me to really question if this was a sound investment.

The first two units just failed with no real explanation as to why or how. Hardware issues on both of the previous models caused me to really lose data, confuse email settings and just cause a general stall in day to day operations for me, friends and co-workers too began to question to value of my investment. A third unit was sent out to me, which was told to me to be an upgrade of the two previous models sent.

The third model arrived and I noticed it was definitely much faster, however, parts started to fall off, i.e. keys off the keyboard.

A few weeks ago, I bumped into a gentleman who was interested in my laptop. He asked me questions regarding durability and reliability. I informed him that yes, Dell makes a tough book, however I believed Panasonic was the originator of “tough books”. It was after that, that he revealed he was a sales man for Panasonic and that for the amount I paid for my dell model, I could have gotten one for half the price that could stop a 9mm bullet. I was almost taken back by that information due to the complications ive been having with this particular machine and if it was worth the investment when in front of the sales rep from Panasonic, the handle on my laptop broke clean off.

I got his sales card and by this point was ready to dump my dell and switch to Panasonic without a second thought. I began to try to match what my current model had to what I could find at Panasonic, however I found their website to not offer much in the way of technical information when it came to their tough books and at the time I was looking on their website, im sure that their customer service was closed so I couldn’t ask any specific questions I needed to before deciding on my purchase. I began to question whether or not I would want to take a chance with an unknown company then to stick with one ive worked with for so long, both personally and professionally.

I received a few follow-up calls from various dell representatives and I got the feeling that dell had taken my issues very seriously. I began to just settle with this laptop for better or worse, because its what I really wanted and no matter how much I searched, I didn’t seem to find a version from other companies that I would be happier with.

Based on the time it could conservable take to receive a refund and purchase of another unit that even comes close to the specs of this one would leave me at a disadvantage that I cannot allow for my business. With all that being said, I have resigned to dealing with the company I knew vs trying to settle this matter with a company ive never worked with before. So, as far as a refund is concerned, I would like to officially retract my request and allow the original purchase order to stand as is, coverage and all.

Again, I would like to thank you for restoring the confidence I have always had in dell, its products and services.

Respectfully, Omar-Xavior R. Ford From: Ian_Capulong@Dell.com [mailto:Ian_Capulong@Dell.com] Sent: Monday, May 11, 2009 1:31 PM To: sentinelx007@yahoo.com Cc: Cristina_Ricafranca@Dell.com Subject: RE: Dell Service Request# 1041976556 Hi Mr. Ford, Finance has approved the return and credit for this unit. Can I schedule a pick-up tomorrow? Please tell me the pick-up address. The RMA# that should be written in the ship box is 115469046. The credit will be processed in 7 – 10 business to a maximum of 30 days after it has reached Dell.

Regards, Ian Capulong From: SENTINELX007 [mailto:sentinelx007@yahoo.com] Sent: Saturday, May 09, 2009 12:09 AM To: Capulong, Ian Subject: RE: Dell Service Request# 1041976556 Thank you for the correspondence, I am really happy that this matter is being taken seriously. I love DELL and its products, however, this particular model has been a “pain”. I purchased it believing it would be the last laptop I would need to purchase, its design was especially appealing to me due to the rugged nature as well as the touch screen.

After 3 models, ive just given up on it and resigned myself to maybe a laptop that’s less complicated.  From: Ian_Capulong@Dell.com [mailto:Ian_Capulong@Dell.com] Sent: Friday, May 08, 2009 11:36 AM To: sentinelx007@yahoo.com Cc: Cristina_Ricafranca@Dell.com Subject: Dell Service Request# 1041976556 Dear Mr. Ford, Good Day! One of my Care Representatives – Cristina has escalated a returns request to me. This is for order# 517793141 (Latitude XFR). I have forward the case to our Finance Team for approval. They are currently looking into this case. I will give you an update as soon as it becomes available. In the meantime, please take note of my contact information if you have any questions.

Thank you and have a great weekend.

Best Regards, Ian Capulong Customer Care Manager Dell Inc. | Americas Customer Care Work Days: Monday- Friday Work Hours: 9am - 6pm CST Office: 1-888-782-3355 ext # 6124516 Ian_Capulong@dell.com

CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.

RE: Dell Service Request# 1041976556 From: "Ian_Capulong@Dell.com" <Ian_Capulong@Dell.com> Add to Contacts To: sentinelx007@yahoo.com; Renante_Tan@Dell.com

Hi Xavior – I have asked the assistance of one of our Case Managers here at Dell to assist you on Tuesday and get connected to tech support for resolution. I would be on leave this next week and will be st coming back on June 1 . I have limited access to my email but I’m confident Ray would be able to help get this fixed. Thank you.

Hi Ray – Please handle. Thanks.

From: SENTINELX007 [mailto:sentinelx007@yahoo.com] Sent: Wednesday, May 20, 2009 7:52 PM To: Capulong, Ian Subject: RE: Dell Service Request# 1041976556 Thank you.  From: Ian_Capulong@Dell.com [mailto:Ian_Capulong@Dell.com] Sent: Tuesday, May 19, 2009 10:26 PM To: sentinelx007@yahoo.com Subject: RE: Dell Service Request# 1041976556 This is noted. Thanks for the email.

From: SENTINELX007 [mailto:sentinelx007@yahoo.com] Sent: Wednesday, May 20, 2009 9:44 AM To: Capulong, Ian Subject: RE: Dell Service Request# 1041976556 I am leaving for a business trip tomorrow, but I will be back on Tues, if I can schedule the repair for that day, it would be most helpful.

From: Ian_Capulong@Dell.com [mailto:Ian_Capulong@Dell.com] Sent: Tuesday, May 19, 2009 8:15 PM To: sentinelx007@yahoo.com Subject: RE: Dell Service Request# 1041976556 Thanks Xavior. You’re entitled to a Premium Support for this computer including an onsite service for parts replacement. Do you want me to conference a call between you and the Tech Team to get it fixed?

Please let me know your thoughts/questions. Thanks.

Regards, Ian From: SENTINELX007 [mailto:sentinelx007@yahoo.com] Sent: Wednesday, May 20, 2009 3:48 AM

To: Capulong, Ian Subject: RE: Dell Service Request# 1041976556 Service Tag: 6R86GJ1 From: Ian_Capulong@Dell.com [mailto:Ian_Capulong@Dell.com] Sent: Tuesday, May 19, 2009 3:05 PM To: sentinelx007@yahoo.com Subject: RE: Dell Service Request# 1041976556 Hi Xavior, Thanks for letting us know. Do you have a service tag for this unit? Sorry about the inconvenience.

Regards, Ian Capulong From: SENTINELX007 [mailto:sentinelx007@yahoo.com] Sent: Wednesday, May 20, 2009 1:30 AM To: Capulong, Ian Subject: RE: Dell Service Request# 1041976556 Good Afternoon, More developing news with this “tough” book. Im not sure if the engineering team really tested this thing in real world applications, but it doesn’t seem to handle just the day to day tasks any other computer can withstand. This morning, I had to pop the power button OUT because every time I closed the lid(I already considered the other option as to why the computer would shut down when the lid is closed and ive disabled that feature when I first got it.), it would turn the computer off!

Secondly, there is a gap forming between the computer touch pad base and the hooks that keep the laptop hood closed. Im not sure if itâ&#x20AC;&#x2122;s the weight of the computer combined with its construction but it just feels like it just keeps coming apart.

Pls advise FRUSTRATED, Xavior From: Ian_Capulong@Dell.com [mailto:Ian_Capulong@Dell.com] Sent: Monday, May 11, 2009 6:03 PM To: sentinelx007@yahoo.com Cc: marion@iessecurity.com Subject: RE: Dell Service Request# 1041976556 Dear Mr. Ford, Thank you for the update. I would cancel the RMA on my end. I appreciate the feedback you have given today. I know the experience wasnâ&#x20AC;&#x2122;t perfect right from the start but you still considered to stick with us.

This serves both as challenge to maintain a good relationship and an inspiration to be at our best when serving you and other customers. If you have any customer care related issues/inquiries, you may direct them to me and my team will work on it.

Thank you again and have a great week.

Regards, Ian From: SENTINELX007 [mailto:sentinelx007@yahoo.com] Sent: Tuesday, May 12, 2009 3:14 AM To: Capulong, Ian Cc: Marion Stevenson Subject: RE: Dell Service Request# 1041976556 Good Afternoon Ian, I am pretty impressed with the level of attention this matter has gotten. I have been relying on this laptop more now than ever to get my day to day processes and now have a some design contracts that I will be working on over the next few months. When I first picked the unit, I maximized the options possible due to the investment I believed this particular model represented to me equipped with GPS tracking, touch screen, rugged construction, water resistant (which I actually know it is… due to the tremendous amount of rain ive had to carry this unit through the past month) mobile broadband, carry handle, blue tooth connectivity, protection plan. During the initial purchase, the models seemed to not live up to its title i.e. “tough book”, causing me to really question if this was a sound investment.

The first two units just failed with no real explanation as to why or how. Hardware issues on both of the previous models caused me to really lose data, confuse email settings and just cause a general stall in day to day operations for me, friends and co-workers too began to question to value of my investment. A third unit was sent out to me, which was told to me to be an upgrade of the two previous models sent.

The third model arrived and I noticed it was definitely much faster, however, parts started to fall off, i.e. keys off the keyboard.

A few weeks ago, I bumped into a gentleman who was interested in my laptop. He asked me questions regarding durability and reliability. I informed him that yes, Dell makes a tough book, however I believed Panasonic was the originator of “tough books”. It was after that, that he revealed he was a sales man for Panasonic and that for the amount I paid for my dell model, I could have gotten one for half the price that could stop a 9mm bullet. I was almost taken back by that information due to the complications ive been having with this particular machine and if it was worth the investment when in front of the sales rep from Panasonic, the handle on my laptop broke clean off.

I got his sales card and by this point was ready to dump my dell and switch to Panasonic without a second thought. I began to try to match what my current model had to what I could find at Panasonic, however I found their website to not offer much in the way of technical information when it came to their tough books and at the time I was looking on their website, im sure that their customer service was closed so I couldn’t ask any specific questions I needed to before deciding on my purchase. I began to question whether or not I would want to take a chance with an unknown company then to stick with one ive worked with for so long, both personally and professionally.

I received a few follow-up calls from various dell representatives and I got the feeling that dell had taken my issues very seriously. I began to just settle with this laptop for better or worse, because its what I really wanted and no matter how much I searched, I didn’t seem to find a version from other companies that I would be happier with.

Based on the time it could conservable take to receive a refund and purchase of another unit that even comes close to the specs of this one would leave me at a disadvantage that I cannot allow for my business. With all that being said, I have resigned to dealing with the company I knew vs trying to settle this matter with a company ive never worked with before. So, as far as a refund is concerned, I would like to officially retract my request and allow the original purchase order to stand as is, coverage and all.

Again, I would like to thank you for restoring the confidence I have always had in dell, its products and services.

Respectfully, Omar-Xavior R. Ford From: Ian_Capulong@Dell.com [mailto:Ian_Capulong@Dell.com] Sent: Monday, May 11, 2009 1:31 PM To: sentinelx007@yahoo.com Cc: Cristina_Ricafranca@Dell.com Subject: RE: Dell Service Request# 1041976556 Hi Mr. Ford, Finance has approved the return and credit for this unit. Can I schedule a pick-up tomorrow? Please tell me the pick-up address. The RMA# that should be written in the ship box is 115469046. The credit will be processed in 7 – 10 business to a maximum of 30 days after it has reached Dell.

Regards, Ian Capulong From: SENTINELX007 [mailto:sentinelx007@yahoo.com] Sent: Saturday, May 09, 2009 12:09 AM To: Capulong, Ian Subject: RE: Dell Service Request# 1041976556 Thank you for the correspondence, I am really happy that this matter is being taken seriously. I love DELL and its products, however, this particular model has been a “pain”. I purchased it believing it would be the last laptop I would need to purchase, its design was especially appealing to me due to the rugged nature as well as the touch screen.

After 3 models, ive just given up on it and resigned myself to maybe a laptop that’s less complicated.  From: Ian_Capulong@Dell.com [mailto:Ian_Capulong@Dell.com] Sent: Friday, May 08, 2009 11:36 AM To: sentinelx007@yahoo.com Cc: Cristina_Ricafranca@Dell.com Subject: Dell Service Request# 1041976556 Dear Mr. Ford, Good Day! One of my Care Representatives – Cristina has escalated a returns request to me. This is for order# 517793141 (Latitude XFR). I have forward the case to our Finance Team for approval. They are currently looking into this case. I will give you an update as soon as it becomes available. In the meantime, please take note of my contact information if you have any questions.

Thank you and have a great weekend.

Best Regards, Ian Capulong Customer Care Manager Dell Inc. | Americas Customer Care Work Days: Monday- Friday Work Hours: 9am - 6pm CST Office: 1-888-782-3355 ext # 6124516 Ian_Capulong@dell.com

CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.

Re: SR#: 1059560431 From: Xavior Ford <sentinelx007@yahoo.com> View Contact To: Renante_Tan@Dell.com Cc: marion@iessecurity.com

Good Afternoon Ray, The legacy of this particular purchase just to another interesting twist. My laptop was recently stolen while traveling on the subway Sat night (june 6th). I have filed a police report and began the steps needed to have computrac recover the machine. I was totally dismayed to discover the unit DIDNT NOT HAVE COMPUTRAC installed on it when it was what I ordered and paid for.

I began backtracking this issues and verified that it was on the original machine (service tag: 2LQ6PH1) and the 2nd replacement (GN80VH1). Now the current unit (6R86GJ1) has been stolen and cannot be tracked because computrac was not shipped on the machine. I even verified with computrac that the first two units were registered with them and the last unit then have on file is GN80VH1.

Please advise Til Fate Crosses Our Paths...

Do what you can, with what you have, where you are.

XAVIOR website: <a rel="nofollow" target="_blank" href="http://sentinelx007.com">http://sentinelx007.com</a>; Yahoo Instant Messager: sentinelx007 Aol Instant Messager: sentinelx007

From: "Renante_Tan@Dell.com" <Renante_Tan@Dell.com> To: sentinelx007@yahoo.com Sent: Friday, June 5, 2009 12:08:32 PM Subject: SR#: 1059560431 Hi Xavior, I just wanted to check with you if the issue with your laptop has already been addressed by technical support team? If you need further customer care assistance, do not hesitate to let me know. You may reply to this email or call me at 1800-456-3355 extension 61-27548.

Thanks, Ray From: Tan, Renante Sent: Thursday, May 28, 2009 2:17 AM To: 'SENTINELX007' Subject: My Contact Info

Hi Xavior, You may reach me at 1800-456-3355 extension 612-7548. If you reach my voicemail, just leave a message or send me an email. You may also contact our technical PRO support at 1866-516-3115. They will need the Service Tag: 6R86GJ1 of your system to pull up your account. The department is open 24x7.

Thanks, Ray Renante Morales-Tan Case Manager | MMKT Americas Customer Care | Dell Inc. Work Days: Mon-Fri Work Hours: 0730am â&#x20AC;&#x201C; 0430pm CDT Local Line: +632.728.3355 Ext. 27548 Intâ&#x20AC;&#x2122;l Direct Line: +800.284.3355 Ext. 61-27548 Mobile: +63920.283.4913 Email: Renante_Tan@Dell.com CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.

Dell Case 800269215 From: "Stephen_Cleek@Dell.com" <Stephen_Cleek@Dell.com> Add to Contacts To: sentinelx007@yahoo.com

Omar-Xavior, Dell Service notification: Case Number: 800269215 In reference to our communication today, I am sending you my contact information and your case / dispatch numbers. I will be your point of contact until this issue is completely resolved to your satisfaction. In the event you require further assistance, please e-mail me directly at Stephen_Cleek@Dell.com or call me at (866) 876-3355 ext. 43-40331. My office hours are 8:00 am to 5:00 pm Central Time, Mo Tu We Th Fr. E-mail is my preferred method of contact since I am on the phone most of the day.

Thank you for choosing Dell,

Steve Cleek Technical Support Specialist | support.dell.com Dell Inc. | 1-866-876-3355 x43-40331 | Stephen_Cleek@Dell.com Please e-mail my manager Janet Thomas with any feedback.

SR # 800269215 Computrace tracking software From: "Jose_Alvarado@Dell.com" <Jose_Alvarado@Dell.com>

To: Cc:

Add to Contacts sentinelx007@yahoo.com Jose_Alvarado@Dell.com

Omar-Xavior, I am the escalation manager you spoke with earlier. Per your request I have provided Dells legal information below. You need to send a certified letter with an explanation of what the issue is and what you are requesting to the address below or fax the letter to the number provided. Please let me know if you have any questions.

Dell Inc. Legal Department-MS-8033 One Dell Way Round Rock, TX 78682 Fax: (512) 728-7100 Thank you, Joe Alvarado ACE Escalation Case Manager Office Hours: Sun-Thurs 7:30am-4:30pm CST 1-800-945-3355 ext. 946-4766 Backup Isaac_Baker@Dell.com Dell Services Website How am I doing? Email my manager Ken Barney at: ken_barney@dell.com with any feedback.

Click here for a copy of your Dell Service Contracts Dell support chat team E-mail support team ProSupport - what product/services we can provide Enterprise ProSupport 800-945-3355 Client ProSupport 866-516-3115

From: Xavior Ford [mailto:sentinelx007@yahoo.com] Sent: Friday, June 12, 2009 11:59 PM To: Tan, Renante Cc: marion@iessecurity.com Subject: Re: SR#: 1059560431

Pls update me on the status of the computrac/laptop issue.

From: Anthony_Smith@Dell.com Dell Service Request 800305613 Mon Jun 8th, 2009 1:45 PM EDT Omar, Thanks for contacting me regarding the order information on the Latitude D630. I see from the notes that you have been in recent contact with technical support and Customer Care. Hopefully they will be able to resolve the issue for you.

As per our conversation, we indicated that the Computrace was purchased and installed on the original Service Tag 2LQ6PH1 and the replacement system Service Tag GN80VH1. However, in Technical Support we are unable to view and verify the 3rd system Service Tag 6R86GJ1 came with the Computrace option.

I am hopeful this information will help when contacting Customer Care for the issue.

If there are any problems or questions, please feel free to email or voicemail me. Email responses can be handled much quicker than phone contact.

I am available Monday-Wednesday and Friday from 7:00am to 6:00pm CST. Anthony Smith A+ Certified, MCP Dell Inc. | 1-866-461-3355x<946-4121> | <Anthony_Smith@Dell.com> Please e-mail my manager Rita_Harris@Dell.com with any feedback.

From: Renante_Tan@Dell.com Sent: Friday, June 19, 2009 8:46 PM To: sentinelx007@yahoo.com Subject: RE: SR#: 1059560431 Hi Xavior, I have to talk several individuals and head of departments – particularly with finance about your situation and as previously advised, the computrace software, technically will not be included in the replacement system as it has to be installed once you get the replacement using the installation media that was initially shipped with the original system.

For stolen equipments, we’re not going to be able to assist in retrieving lost systems as the computrace is from a third party software vendor and we do not have any control of the security of the equipment once the product is already with the end user’s possession.

However, as a onetime courtesy – I can authorize a prebuilt (refurbished) replacement system as an exception for this situation. The replacement system will not have the computrace software and may have a different configuration from the original system that you ordered though we will work with our warehouse and factory to match the specifications of the original system as much as possible.

Please understand that this is an exception to the stolen system and is non-negotiable. Please let me know if this assistance will work for you so we can start working on the replacement request.

Thanks, Ray

From: Tan, Renante Sent: Thursday, June 18, 2009 7:01 AM To: 'Xavior Ford' Subject: RE: SR#: 1059560431 Hi Xavior, Sorry for the confusion. I thought that the main issue is just the replacement system shipped without the computrace – I did not know that the replacement system was stolen.

Technically, when an original system is shipped – the computrace installation disc (and all proprietary software) is included in the original system. When a replacement is processed by technical support, the computrace software will not be included as it has to be reinstalled using the disc of the original system.

However, I understand that this information was not clearly provided so let me check what we can do to come up with a resolution.

Thanks, Ray -----Original Message----From: Xavior Ford [mailto:sentinelx007@yahoo.com] Sent: Saturday, June 13, 2009 1:18 PM To: Tan, Renante Subject: RE: SR#: 1059560431 Im not sure how computrace will help in this matter since the laptop has been stolen as of 6/06/09. A police report has been filed, this is how I found out the the computrace was not installed on the current unit.

RE: SR#: 1059560431 From: "Renante_Tan@Dell.com" <Renante_Tan@Dell.com> View Contact To: sentinelx007@yahoo.com

Hi Xavior, I just got off with someone from finance and we’re not able to process a replacement computer on the system based on this situation. I am still checking on what can be done about your issue. I’ll get back to you as soon as we get an update.

Thanks, Ray -------------------------------------------------------------------------------------Mon 1/25/2010 12:45 PM Good Morning Maebelle, I didn’t see your email til this morning. I am in the office all day today and can be reached at 212-2839180 ext 138 From: Maebelle_Alagbate@Dell.com [mailto:Maebelle_Alagbate@Dell.com] Sent: Friday, January 22, 2010 3:01 PM

To: xford@facesny.org Subject: Dell Customer Care Service Request # 810458962 Dear Mr. Ford, I may have a resolution regarding the stolen system issue that you have. Please let me know when the best time for me to call would be today. Thank you!

Maebelle L. Alagbate Manager Dell Inc. | Americas Customer Care Work Days : Mondays to Fridays Work Hours : 10:00am to 7:00pm CST Office : 1-800-6958133 ext 6127527

--------------------------------------------------------Wed 1/27/2010 1:44 PM Good Afternoon, I wanted to know when you are free to discuss the laptop.

Xavior.

From: Maebelle_Alagbate@Dell.com [mailto:Maebelle_Alagbate@Dell.com] Sent: Friday, January 22, 2010 3:01 PM To: xford@facesny.org Subject: Dell Customer Care Service Request # 810458962 Dear Mr. Ford, I may have a resolution regarding the stolen system issue that you have. Please let me know when the best time for me to call would be today. Thank you!

Maebelle L. Alagbate Manager Dell Inc. | Americas Customer Care Work Days : Mondays to Fridays Work Hours : 10:00am to 7:00pm CST Office : 1-800-6958133 ext 6127527

-------------------------------------------------------------------Mon 2/1/2010 11:34 AM Good Morning, Hope all is well. I would like to contact you re: resolution of stolen system.

From: Maebelle_Alagbate@Dell.com [mailto:Maebelle_Alagbate@Dell.com] Sent: Friday, January 22, 2010 3:01 PM To: xford@facesny.org Subject: Dell Customer Care Service Request # 810458962 Dear Mr. Ford, I may have a resolution regarding the stolen system issue that you have. Please let me know when the best time for me to call would be today. Thank you!

Maebelle L. Alagbate Manager Dell Inc. | Americas Customer Care Work Days : Mondays to Fridays Work Hours : 10:00am to 7:00pm CST Office : 1-800-6958133 ext 6127527

-------------------------------------------------------Tue 2/9/2010 10:23 AM Is everything ok?

From: Maebelle_Alagbate@Dell.com [mailto:Maebelle_Alagbate@Dell.com] Sent: Friday, January 22, 2010 3:01 PM To: xford@facesny.org Subject: Dell Customer Care Service Request # 810458962 Dear Mr. Ford, I may have a resolution regarding the stolen system issue that you have. Please let me know when the best time for me to call would be today. Thank you!

Maebelle L. Alagbate Manager Dell Inc. | Americas Customer Care Work Days : Mondays to Fridays Work Hours : 10:00am to 7:00pm CST Office : 1-800-6958133 ext 6127527