Last week, we started getting comments from customers like Tiggert and Bryan who ordered Vostro laptops in June that shipped with the wrong keyboard layout (the same one Bill blogged about in May). Since we addressed the issue back then, most Vostro laptops shipped out with the updated keyboard.
However, earlier this month, we shipped a limited number of Dell
Vostro 1310 and 1510 laptops in the UK and Italy with a non-standard
keyboard layout. A small number of customers were impacted. To rectify
the issue, Dell will be contacting all these customers to replace the
keyboard.
How did this happen a second time? In May, we revised the keyboard
layout of the Vostro 1310 and 1510 models following customer feedback.
Miscommunication of this change to one of our suppliers meant that in
June we received a small number of parts that were not to our
specification.
We appreciate all the feedback we are getting here on this issue and
I’m sorry that we’ve had a second problem on the keyboard layout. We
have now added additional quality control measures in our procurement
process.
Next steps for those who are affected? We need to replace your
keyboard. We will be contacting everyone this week. If you have any
questions, or you don’t want to wait, please contact us via e-mail, at emea_ts_pfr@dell.com.
Please use the words Vostro Keyboard in the subject line. Here is the information we need from you in the e-mail:
- Name
- Daytime Phone Number
- Order Number
- Service Tag Number