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Dell Responds To Upset Chinese Consumers

2006-08-12 15:52www.chinacsr.com

  After hearing little from Dell after weeks of Chinese consumers complaining about receiving incorrect computer configurations,Dell has responded.

  Francis Kam,Director of China Client Sales Support for Dell,has posted a message on the company's weblog“Direct2Dell”and says that the company is dealing with the issues. Kam writes:

  The fundamental issue revolves around two different processors:Intel's Core Duo T2300 and the T2300E. In China,and in other countries around the world,we shifted from the T2300 to the T2300E processor in some notebook models. What's the difference between those processors?The T2300E does not support Intel's Virtualization Technology,a feature primarily aimed at server and workstation customers interested in running multiple operating systems on the same machine. In all markets of the world where we offer it,the T2300E allows us to provide a better value for customers who are not interested in virtualization.

  Here's what caused the confusion:We did not update marketing materials in China prior to making the change to the T2300E processor. In response,here are the steps we have taken:

  - We have acknowledged the issue,and we have corrected the error in all materials.

  - We have directly apologized to Dell China customers who were affected,and also informed them of the difference between the two processors.

  - For customers who were not satisfied with these actions,we offered full refunds for returned T2300E-based systems.

  Many customers have accepted our apology,some have accepted our refund offer. We are still working it out with others.

  The problem was first identified by a consumer who bought a Dell Inspiron 640M laptop online. When the consumer tried to upgrade the EMS memory within the computer,he found that the laptop was fixed with a T2300E CPU,not the T2300 Dell marked on the order form.

  The CPU Inter T2300E is RMB300 cheaper than T2300,and it can not support some virtual technology. Dell says there is no difference for consumers using CPU T2300 or T2300E,and they will not reimburse consumers for the incorrect configuration.

  On July 26,a consumer in Shanghai sued Dell,asking the company to refund all costs for the incorrect goods. The case is currently being processed by Shanghai Luwan District Court.

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