Global Brands

Testimonials

From: Kevin_McMahon@dell.com [mailto:Kevin_McMahon@dell.com]
Sent: Wednesday, March 16, 2005 6:16 PM
To: Mahmoud Maarek
Cc: Ed_Owen@Dell.com; Kathy_Tevenan@Dell.com; Flavio_Litterio@Dell.com
Subject: Dell Training RFQ Egypt : Award Decision to Direct Solutions.
Importance: High

Mahmoud,
Thank you for your participation in the recent Dell Training RFQ. You have been selected as the preferred partner for Egypt at the rates you quoted as below.

Our local BU contacts will be in touch soon to advise on the Train the Training and engagement process for these services.

Note:
1. Please confirm your acceptance and please also confirm that you have a signed Master Services Agreement and Non Disclosure Agreement in place, if not we need to put in place before engagement with you.

2. These prices will be an addendum to this MSA.

Thanks again for you participation and prices and Dell looks forward to working with you in Partnership to grow this business significantly in FY06.

Rgds, Kevin.

Kevin Mc Mahon,
General Procurement, Dell Services
Dell Computers
Desk: +353 (0)61 486318
Fax: +353 (0)61 304090
Email : kevin_mcmahon
GP Website: http://inside.euro.dell.com/emea/procurement

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From: Sallam, Ahmed [mailto:ahmed.sallam@Sheraton.com]
Sent: Friday, August 22, 2008 2:37 AM
To: Mahmoud Maarek; Tarek Embabi; Hisham Said
Cc: Tohme, Rana; Halim, Faten; Albert, Halim; Fahmy, Ibrahim; Henry, Wasfy
Subject: Global Brands Services

Dear Eng. Mahmoud,

You really exceeded our expectation!!!

We thank you and your team for your commitment and dedication. I always trust your after sales services but I was not expecting that you can handle such challenge.

Let me share the story with your team:

I received a request from one of our divisional team (Ms. Rana Tohme) on Wednesday August 20, 2008 at 5:50 pm asking for a help to replace the keyboard of her HP Laptop. She has to travel on Saturday August 23^rd and she needs to know the price and the availability.
I called Global Brands Support number to open a support ticket. This was after working hours and the majority of GB associates were not there.
The GB associate answered my call very politely, understood my request and offered to provide contact details as per my request. I’ve requested the cell # of Eng. Mahmoud Maarek and Mr. Sayed Desouky.
I’ve called Mr. Maarek from a land line (not in his contact list).
Eng. Maarek answered the phone and promised to get back to me within few minutes as he needs to wash his hands from the “fish” meal, which he was eating!!!
At this moment I realized that Eng. Maarek is enjoying a nice vacation and a delicious lunch. I was not expecting that he’ll be able to come back to me before 2-3 hours.
Just after 3 minutes, I received a call from Eng. Maarek confirming that tomorrow morning the keyboard will be replaced. I’ve asked him about the charges, he answered that he is not sure as he is not in the office and this is not the issue.
On Thursday August 21^st at 9:00 am, I received a call from GB engineer asking to come and replace the keyboard, I’ve asked the Eng. to come at 11:00 am.
At 11:00 am sharp, the Eng. came and replaced the keyboard in just 2 minutes and when I asked him for the charges, he answered that there is no charges as the laptop is already in warranty.
The laptop owner is based in Italy and she is a Lebanese nationality always traveling within the EAME division. She was really impressed by the great quick response and confirmed that she never expects such service.

Well Done!!!!

Dear Eng.Tarek,

Of course, you’ll continue to provide the best prices as usual. You should maintain our partnership. You have my word, which you’ll never gain more than appreciation.

Dear Eng. Hisham,

I’m sure that you are very proud of your team and you are not happy with your profit margins.

Global Brands is a “TRUE PARTNER”.

Thanks & Best Regards

Ahmed Sallam

Regional Director of IT - Egypt