Hi there, I am sorry you are having to deal with this shit. Our system is full on shit right now. All I would ask is that you not get upset at your sales team. I know that is hard not to do but hear me out. Dell has completely taken away your sales teams ability to influence this scenario at all. Customer care is ridiculously inadequate, they moved our internal care support over seas as well. We have to deal with the same nightmare as you when it come to that and if something was shipped out inaccurately then that is our only course of action. Our account managers in certain divisions now have to process every order through order processing which is also over sees and even more of a shit show. We rolled out a new quoting tool before it was finished that has made the job 10 times harder. Our field reps have no scope of this so they over promise and under deliver. We can't even see what our margin is now because we use a heavily annalytical pricing system that takes it out of our hands. The emc acquisition has resulted in so many cooks in the kitchen that there we are actively competing against each other across lines of business. No one that actually quotes legacy storage gets paid on it so when the team gets approached to quote a compellent array (giant hassle) we aren't even getting paid for that time.
In return for all of this we are handed a number that has the largest growth percentage I've seen in all my time at Dell and told by higher ups that it is the most attainable number ever passed down. Fast forward to the end of the first qtr and the average rep is on Pace to hit 50% and we are being told it is our fault. Next half they are cutting our base pay by 10%. Anything with an SSD in it is looking at a 60 day lead time and we don't get credit until it ships.
Sorry for the rant... Things are just getting bad and customers have started giving us crazy amounts of shit without realizing that we are just as pissed as they are.
Expect a massive exit of seasoned Dell employees in the next year... Honestly... That is probably by design.