I ordered a laptop from the Dell outlet. It was listed as a 'scratch and dent' model. I get my confirmation email. It will be ready for shipment in 10 days! ...? Here is an excerpt from my email to Customer Service:

Did I miss something? I feel deceived. I ordered a scratch & dent laptop from your outlet. I paid an extra $19 for 2 day delivery. Now, you're building it? It takes 10 days! I needed a computer now, not in 10 days. What do you do, scratch it at the end of the assembly line?

Disgruntled,
BamaVol

The response, all the way from India:

I understand from your email that you wish to know status of your
order. I apologize for any inconvenience this issue may have caused; I
will be happy to assist you with this request.

I was concerned to read in your letter in regards to the Dells service
and support that made you dissatisfied. By bringing this to our
attention, you provide us with crucial data in our ever-vigilant
efforts to raise our standards.

Please be informed, second day shipment will be applied on the order
once the order has shipped from Dell.

The estimated ship date of order number 488047492 is 1/29/2007. Once
the order is shipped on 1/29/2007 order will be delivered to you as per
your shipping method second day shipment.

I hope this takes care of your concern, please feel free
to contact me for any additional support.

You may receive a survey requesting your feedback on your Dell
experience. Please take a moment of your time to complete this survey
and provide us feedback on how we deliver to your customer needs.

Thank you for choosing Dell.

Respectfully,

Sikinder_S

When I regain my composure, I'm ready for a long unpleasant trans-global conversation with equivalent results.