『DELL 2707FPW液晶门事件』历史解密

无间道 · 发表于 2008-10-20 16:06

液晶门事件已经过去很久了，不过为何向来得不到国际IT企业重视的中国消费者这次可以得到补偿？为何当初的那些消费者可以抵住Dell销售的2000元现金折扣的诱惑决不松口？为何能顶住Dell销售所说撤销订单的威胁而最后可以得到兑现？
如果不是因为得到了这封邮件，相信那个群里的该事件中的消费者也不会指望Dell会真的认真对待该事件，更别提会坚持到底最终在与Dell的对抗中获得胜利。
邮件内容当时因过于敏感，所以一直不能披露，直到现在才可以得到公开，不过虽然时间已过去那么久了，但回过头来看看邮件，还是可以发现很多有趣的内容的：）

发件人: Cai, Kins
发送时间: 2008年2月20日 15:35
收件人: Wang, Woods; Chen, Ian
抄送: Hu, Chengjun; Han, Ke; Lin, Nancy
主题: RE: About XPS 420 upgrade 27 LCD issue

FYI

From: Wang, Woods
Sent: 2008年2月20日 14:55
To: Chen, Ian; Cai, Kins
Cc: Hu, Chengjun; Han, Ke; Lin, Nancy
Subject: RE: About XPS 420 upgrade 27 LCD issue

Hi Kins,

Any update for issues below?

Woods Wang
CN Consumer DT Brand
How am I doing? Please E-mail my manager: dongping_zhao@dell.com

From: Chen, Ian
Sent: 2008年2月20日 14:54
To: Wang, Woods
Cc: Hu, Chengjun; Han, Ke; Lin, Nancy
Subject: About XPS 420 upgrade 27 LCD issue

Dear Woods,
Yesterday XPS 420 upgrade to 27LCD price was wrong and extremely low. Many customer paid online, but OP rejected for mod error.
For these orders, what should we do? Shall we open smart or take other action? Thanks
e.g. CNIS12940276

Ian Chen 陈振宇
Sales Coach

CN DHS I APJ Consumer I How am I doing? Email my mgr at chengjun_hu@dell.com

Thanks Kins.

Pls hold for a while since William has recommendations to hold it till next Monday.

William, I understand your points. The downside is that these paid customers may escalate to media, if we hold it too long. Could we treat un-paid customers case by case, if a few of them refuse to accept the 1500RMB discount?

_____________________________________________
发件人:
Cai, Kins
发送时间:
2008年2月20日 14:11
收件人:
Zhao, Dongping; Wu, Phoebe; Hu, William; Wu, JJ; Wang, Woods; Sha, Bob
抄送:
Wang, Susan; Wang, Wei Yan (Coco); Lin, Jane; Zhou, Oscar; Yang, Michael YC; Chan, Dobbin; Zhang, Peter Sh; Zhang, Sharon; Lee, Alice; Lee, Yit Sek; Wang, Wei Yan (Coco); Tan, Li

主题:
RE: Bundles (Model-in-Model) pricing issue ** Attorney-Client Priviledged and Confidential**

Concall JJ just now, Action list is below

1, Sign Rep to do the out-bound call to customer with 1500RMB closing tools, JJ
2, Work with PR/Legal and JJ/SCM team to get the outbound scripts, Kins

Regards
Kins

_____________________________________________
From:
Zhao, Dongping
Sent:
2008年2月20日 13:54
To:
Cai, Kins; Wu, Phoebe; Hu, William; Wu, JJ; Wang, Woods; Sha, Bob
Cc:
Wang, Susan; Wang, Wei Yan (Coco); Lin, Jane; Zhou, Oscar; Yang, Michael YC; Chan, Dobbin; Zhang, Peter Sh; Zhang, Sharon; Lee, Alice; Lee, Yit Sek; Wang, Wei Yan (Coco); Tan, Li

Subject:
答复: Bundles (Model-in-Model) pricing issue ** Attorney-Client Priviledged and Confidential**

Team,

I had a call with Michael just now. Let's go with below proposal to customers.

JJ and Kins, pls update the scripts and call back customers.

Tan Li, appreciate you can arrange a meeting to discuss this internally how we stop this in future.

thanks

[ 本帖最后由无间道于 2008-10-20 16:16 编辑 ]

无间道 · 发表于 2008-10-20 16:07

_____________________________________________
发件人:
Zhao, Dongping
发送时间:
2008年2月20日 10:01
收件人:
Cai, Kins; Wu, Phoebe; Hu, William; Wu, JJ; Wang, Woods; Sha, Bob
抄送:
Wang, Susan; Wang, Wei Yan (Coco); Lin, Jane; Zhou, Oscar; Yang, Michael YC; Chan, Dobbin; Zhang, Peter Sh; Zhang, Sharon; Lee, Alice; Lee, Yit Sek; Wang, Wei Yan (Coco)

主题:
答复: Bundles (Model-in-Model) pricing issue ** Attorney-Client Priviledged and Confidential**

Team,

Here is the proposal to handle this. (After Michael's approval, we will go ahead to execute with sales/online/CC/PR/legal).

---Let's solve customers' issue first and align on internal process/which cost center to charge later.

1. Customers who has already paid (119 units, 173k$ Rev, 33k$ Margin loss). 100% honor these orders.
---JJ/Coco, we have clearly message online and in any marcom, we will not honor any order >5 units. So if any order has >5 units, we will just honor 5 units per order.

2. Customers who submitted order but not paid (728 units, 1.06M$ Rev, 206k$ Margin loss).
---Solution one, call back customers, apologize that Dell website made a mistake. We can offer
1500RMB special discount than normal price of that bundle. (Dell margin neutral)

---Solution two, these who cannot accept solution one and complained heavily, let's treat it case by case.

We will confirm whether to go with above solution in coming hour, and thanks all for your support on this.

dongping

_____________________________________________
发件人:
Cai, Kins
发送时间:
2008年2月19日 15:37
收件人:
Wu, Phoebe; Hu, William; Wu, JJ; Wang, Woods; Zhao, Dongping; Sha, Bob
抄送:
Wang, Susan; Wang, Wei Yan (Coco); Lin, Jane; Zhou, Oscar; Yang, Michael YC; Chan, Dobbin; Zhang, Peter Sh; Zhang, Sharon; Lee, Alice; Lee, Yit Sek

主题:
RE: Bundles (Model-in-Model) pricing issue ** Attorney-Client Priviledged and Confidential**

Team, updated one

Financial Impact
Paid Already          Paid Total    Unpaid but ordered             Unpaid Total
Total

Online  Off line             On-line Offline

Units 117    2    119    693    35    728
847

27# Cost       6719
6719

Wrong 27# POS Selling Price    2943
2943

Correct 27# POS Selling Price 7599
7599

Single 27# Unit Margin$ Impact  -533.7
-533.7
VS Selling Price
LCD Total Margin$ Impact
-62,438 -1,067  -63,505 -369,825       -18,678 -388,503
-452,008

Single 27# Unit Margin$ Loss -432.8
VS Cost
LCD Total Margin$ Actual Loss
-50,637 -866 -51,503 -299,927       -15,148 -315,075
-366,577

Single DT unit Actual Margin$ 150.0
VS Cost
DT Total Margin$
17,550  300    17,850  103,950 5,250 109,200
127,050

Total Margin$
-33,087 -566 -33,653 -195,977       -9,898  -205,875
-239,527

LCD Actual Rev$ with Wrong Price       39,466  675    40,141  233,762 11,806  245,568 285,709
      DT Actual Rev$  131,391 2,246 133,637 778,239 39,305  817,544 951,181

Total Revenue$
170,857 2,921 173,778 1,012,001    51,111  1,063,112    1,236,890
      Exchange Rate 7.457
      VAT    17%
      DT BRU  1123
      DT BMU  150
<< 文件: CN On-line 27# Finance Impact.xls >>

[ 本帖最后由无间道于 2008-10-20 16:10 编辑 ]

无间道 · 发表于 2008-10-20 16:11

_____________________________________________
From:
Cai, Kins
Sent:
2008年2月19日 15:29
To:
Wu, Phoebe; Hu, William; Wu, JJ; Wang, Woods; Zhao, Dongping; Sha, Bob
Cc:
Wang, Susan; Wang, Wei Yan (Coco); Lin, Jane; Zhou, Oscar; Yang, Michael YC; Chan, Dobbin; Zhang, Peter Sh; Zhang, Sharon; Lee, Alice; Lee, Yit Sek

Subject:
RE: Bundles (Model-in-Model) pricing issue ** Attorney-Client Priviledged and Confidential**

Team, the Impact is below

JJ, Will you please offer more details on "How many customers, quotations"?

For the solution, Had discussed with relative team and offer the suggestions, Need get Michael/Yit Sek's approval before we execute

<< OLE Object: Picture (Metafile) >>
<< File: CN On-line 27# Finance Impact.xls >>
_____________________________________________
From:
Wu, Phoebe
Sent:
2008年2月19日 14:21
To:
Hu, William; Cai, Kins; Wu, JJ; Wang, Woods; Zhao, Dongping; Sha, Bob
Cc:
Wang, Susan; Wang, Wei Yan (Coco); Lin, Jane; Zhou, Oscar; Yang, Michael YC; Chan, Herbert; Chan, Dobbin; Zhang, Peter Sh; Zhang, Sharon; Lee, Alice

Subject:
答复: Bundles (Model-in-Model) pricing issue ** Attorney-Client Priviledged and Confidential**

JJ & Kins,

Can you answer William’s questions , thanks

Phoebe

_____________________________________________
发件人: Hu, William
发送时间: 2008年2月19日 14:08
收件人: Wu, Phoebe; Cai, Kins; Wu, JJ; Wang, Woods; Zhao, Dongping; Sha, Bob
抄送: Wang, Susan; Wang, Wei Yan (Coco); Lin, Jane; Zhou, Oscar; Yang, Michael YC; Chan, Herbert; Chan, Dobbin; Zhang, Peter Sh; Zhang, Sharon; Lee, Alice
主题: RE: Bundles (Model-in-Model) pricing issue ** Attorney-Client Priviledged and Confidential**

Team,

Please provide whole picture of the issue. How many customers, quotations, units involved? What is the total revenue impact if we honor the price? What is proposed solution if customers refuse to cancel the orders? etc.

Best regards,

William Hu

Legal Counsel, Dell China

Telephone: (86)-0592-8181095

Mobile:(86) 139-0602-3352

Address: No. 2388, Jin Shang Road, Xiamen, Fujian Province, PRC

_____________________________________________
From:
Wu, Phoebe
Sent:
2008年2月19日 13:55
To:
Cai, Kins; Wu, JJ; Wang, Woods; Zhao, Dongping; Sha, Bob; Hu, William
Cc:
Wang, Susan; Wang, Wei Yan (Coco); Lin, Jane; Zhou, Oscar
Subject:
答复: Bundles (Model-in-Model) pricing issue

Loop legal William Hu to review the call script to avoid any legal issue in the future.

Phoebe

无间道 · 发表于 2008-10-20 16:11

_____________________________________________
发件人: Cai, Kins
发送时间: 2008年2月19日 13:49
收件人: Wu, JJ; Wang, Woods; Zhao, Dongping; Sha, Bob
抄送: Wu, Phoebe; Wang, Susan; Wang, Wei Yan (Coco); Lin, Jane
主题: RE: Bundles (Model-in-Model) pricing issue

Hi, JJ

I saw that is good. Loop My team

Kins

_____________________________________________
From:
Wu, JJ
Sent:
2008年2月19日 13:16
To:
Cai, Kins
Cc:
Wu, Phoebe; Wang, Susan; Wang, Wei Yan (Coco); Lin, Jane
Subject:
答复: Bundles (Model-in-Model) pricing issue

Kins,
Please review the call script, any feedback let’s know in time, thanks very much.
亲爱的客户，

戴尔（中国）网站2月14日的信息中出现了一个系统错误。您选择的这款产品的27’液晶显示器价格应该是RMB5733.56（税前）而非RMB 2704（税前）。

发现这个错误后，我们立即在网站上作了更新。在此对由于我们的工作失误给您带来的不便深表歉意。
感谢您的理解和支持！

Backup if solution comes out:
戴尔公司重视与您的合作,尽管在我们先前已经确认的“戴尔销售条款”中，戴尔对类似价格错误保留解释权利，但为了表达我们的诚意，
我们将为您提供一个特别解决方案：

Best Regards,
JJ WU
Ext: 5858

_____________________________________________
发件人: Wang, Susan
发送时间: 2008年2月19日 13:08
收件人: Wu, JJ
抄送: Wu, Phoebe; Cai, Kins; Wang, Wei Yan (Coco); Lin, Jane
主题:
答复: Bundles (Model-in-Model) pricing issue

Dear all,
Below call scripts fyi. Any good input is appreciated.

亲爱的客户，

戴尔（中国）网站2月14日的信息中出现了一个系统错误。您选择的这款产品的27’液晶显示器价格应该是RMB5733.56（税前）而非RMB 2704（税前）。

发现这个错误后，我们立即在网站上作了更新。在此对由于我们的工作失误给您带来的不便深表歉意。
感谢您的理解和支持！

Backup if solution comes out:
戴尔公司重视与您的合作,尽管在我们先前已经确认的“戴尔销售条款”中，戴尔对类似价格错误保留解释权利，但为了表达我们的诚意，
我们将为您提供一个特别解决方案：

Dear Customer,

There was a system error on Feb14th Dell China webpage. The price of 27’ LCD you selected should be RMB5733.56（exclude tax）rather than RMB 2704（exclude tax）. The error was spotted and promptly corrected. We deeply apologize for any inconvenience caused.

Thank you for your understanding!

Think
Plan
Execute

Susan Wang
王菽涓
Cross Functional Communication
Ext. 7804 How am I doing? Email my mgr. at JJ_Wu@dell.com
P
Before print, think on your compromise with the environment

_____________________________________________
发件人: Wu, JJ
发送时间: 2008年2月19日 11:56
收件人: Wang, Susan
抄送: Wu, Phoebe; Cai, Kins; Wang, Wei Yan (Coco); Lin, Jane
主题:
转发: Bundles (Model-in-Model) pricing issue

Susan,
Please support to prepare a call scripts, same explain to customer avoid confuse. Thanks very much

Best Regards,
JJ WU
Ext: 5858

无间道 · 发表于 2008-10-20 16:12

______________________________________________
发件人:
Cai, Kins
发送时间:
2008年2月19日 11:37
收件人:
Wang, Wei Yan (Coco)
抄送:
Wu, JJ; Wu, Phoebe
主题:
FW: Bundles (Model-in-Model) pricing issue

Hi, Coco

Below is the root cause of the price error, please help prepare the call scripts, which is used for sales call back to customer to explain this issues.

Regards
Kins

______________________________________________
From:
CN XMN SCM SNP_CHKR
Sent:
2008年2月18日 14:42
To:
Wang, Mingsheng; CN XMN SCM SNP_CHKR
Cc:
Cai, Kins; He, Helen
Subject:
RE: Bundles (Model-in-Model) pricing issue

Hi Mingsheng,Kins

The details as below:

1. I uploaded the new price for mod <PJ629> on 14th Feb. so the error price for merging bundle 27" happened from that day.

2. the cost for 27" is RMB5733.56, but now the wrong price is RMB 2704(exlude tax). so the gap for cost is :RMB3029(exclude tax)

3. The rootcause: when I changed the base mod <PJ629>, did not change the dummy mod to keep the merging bunle price no change.

4. For any mod price move, we will do more carefully and check all the bundles impacted to avoid such issue happen again.

Best & Regards

SCM
S&P/陳麗玉　(Joanne Chen）
86-592-818-4443
-----------------------------------------------------
For S&P CHK&KR , pls mail to: CN XMN SCM SNP_CHKR
For S&P Japan , pls mail to: CN XMN COC SCM_S&P

_____________________________________________
From:
Wang, Mingsheng
Sent:
Monday, February 18, 2008 3:17 PM
To:
CN XMN SCM SNP_CHKR
Cc:
Cai, Kins
Subject:
RE: Bundles (Model-in-Model) pricing issue

Hi, Joanne,

Suggest to give us a detail on

a. When did smart upload.

b. What was the cost.

c. What should be the real cost.

d. What was the reason to cause the error.

e. Any prevention way that we can implement.

_____________________________________________
From: CN XMN SCM SNP_CHKR
Sent: 2008年2月18日 13:50
To: Wang, Mingsheng
Subject: FW: Bundles (Model-in-Model) pricing issue

FYI

Best & Regards

SCM
S&P/陳麗玉　(Joanne Chen）
86-592-818-4443
-----------------------------------------------------
For S&P CHK&KR , pls mail to: CN XMN SCM SNP_CHKR
For S&P Japan , pls mail to: CN XMN COC SCM_S&P

无间道 · 发表于 2008-10-20 16:12

______________________________________________
From:
CN XMN SCM SNP_CHKR
Sent:
Monday, February 18, 2008 2:17 PM
To:
CN XMN E-SMARTS; Lin, Tony HK; CN XMN SCM SNP_CHKR; Wang, Mingsheng
Cc:
Dong, Yiduo; Kee, Alice; Tan, Li; AP, Webfarmer; Gupta, Akash; MY PEN AP IT ONLINE OPS TEAM; Zhu, Li; He, Helen

Subject:
RE: Bundles (Model-in-Model) pricing issue

Hi Tony,

We pulled the quotation list for the 27" merging bundle as below which has flowed to iSmarts. Could you help check is there any other missed?

As for the
orders saved in carts, Could you give us a list? thanks.

<< File: 27inch merging bundle.xls >>

Mingsheng,

Could you help to ask Sales to cancel the orders especially which status is 0/1 and let us know the result?

Sorry for inconvenience caused.

Thanks.

Best & Regards

SCM
S&P/陳麗玉　(Joanne Chen）
86-592-818-4443
-----------------------------------------------------
For S&P CHK&KR , pls mail to: CN XMN SCM SNP_CHKR
For S&P Japan , pls mail to: CN XMN COC SCM_S&P

_____________________________________________
From:
CN XMN E-SMARTS
Sent:
Monday, February 18, 2008 12:49 PM
To:
Lin, Tony HK; CN XMN E-SMARTS; CN XMN SCM SNP_CHKR
Cc:
Dong, Yiduo; Kee, Alice; Tan, Li; AP, Webfarmer; Gupta, Akash; MY PEN AP IT ONLINE OPS TEAM; Zhu, Li
Subject:
答复: Bundles (Model-in-Model) pricing issue

CC CN XMN SCM SNP_CHKR & Zhu, Li.

Best Regards!
eSMARTs/Chai, Wenjun
'
86-0411-8214-9490

_____________________________________________
发件人:
Lin, Tony HK
发送时间:
2008年2月18日 12:45
收件人:
CN XMN E-SMARTS
抄送:
Chai, W  - Dell Team; Dong, Yiduo; Kee, Alice; Tan, Li; AP, Webfarmer; Gupta, Akash; MY PEN AP IT ONLINE OPS TEAM

主题:
Bundles (Model-in-Model) pricing issue
重要性:
高

Dear SCM Team,

We are discover there is the bundles (Model-in-Model) pricing issue happen from yesterday night 17-Feb 23:30hrs.

Those problem bundles include the Model-in-Model (<R142707WX> 27” LCD) is selling the LCD at RMB 2+++ only. Due to this pricing error, we discover there is very huge amount of customers abnormally visit our Online Store and impact to our Online Store DB not stable.

We already inform Wen Jun to verify and take the immediate action to take off this 27” LCD Model-in-Model that is attach to the online bundles.

For the next action item,

we may need to take care all the quotation with this pricing problem
the save cart orders still attach in our system
the preventive action plan

Best Regards,
Tony Lin
IT Application Mangement Analyst II
Dell | Information Technology
Dell Asia Pacific Sdn.
Phone : +604 633 5261
Email : Tony_HK_Lin@dell.com

dryfish · 发表于 2008-10-20 16:29

首页留名。。。

dryfish · 发表于 2008-10-20 16:30

前排占座。。。

qxdong · 发表于 2008-10-20 16:40

不想近来都要进来看看阿，呵呵

vasomax · 发表于 2008-10-20 17:08

前排留名,完全看不明白

伪-小宝 · 发表于 2008-10-20 17:21

首页留名。。。{glare:]

slot1 · 发表于 2008-10-20 17:26

广告位招商…… 估计前景不好……

wuyilala · 发表于 2008-10-20 17:26

用xps 420 和2707来回帖！感觉不错yo！

zenhigh · 发表于 2008-10-20 17:28

损失不算大啊，几十万美元而已

arashi · 发表于 2008-10-20 17:28

眼花……有没有人能说下大概内容？

wuyilala · 发表于 2008-10-20 17:34

原帖由 arashi 于 2008-10-20 17:28 发表
眼花……有没有人能说下大概内容？

是啊，谁来解说解说

tootoo · 发表于 2008-10-20 17:42

广告位招商…… 估计前景不好……

han_lijia · 发表于 2008-10-20 17:45

不懂。。。。。。。。。。。。

只看该作者 · 发表于 2008-10-20 18:05

提示: 作者被禁止或删除内容自动屏蔽

辉水晶 · 发表于 2008-10-20 18:37

汗~~眼斗看花了~不看了~~

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『DELL 2707FPW液晶门事件』 历史解密

『DELL 2707FPW液晶门事件』历史解密