[Cody Dawg]

My spouse was given a computer by...Dell. They use a particular program (Exxon Mobil) that only works on Windows.

Now, here is the scoop without boring too many of you and going into my old familiar rant similar to Cingular.

Computer stopped working properly within one month. Sent it back.

Dell sent it back with a bad keyboard. Sent it back.

Dell sent it back with the same bad keyboard problem (pushing the Shift button on the left brought up MMMMMM and pushing the Shift key on the right brought up LLLLL). Sent it back.

Dell sent another computer. The video card is bad on it. Called Dell.

Guess what they unbelievably told us? "Until we get the other bad computer back this computer has no warranty and we cannot help you." (In an Indian tone and voice, of course, because they are in India.)

THEY WILL NOT HELP US.

Now, we have not had a working PC notebook computer for 5 WEEKS.

Does ANYONE have a number for Dell corporate offices that will work? Or do you know of anyone who might have a number for corporate offices?

Running a Google search brings up THOUSANDS of bad comments about Dell but no phone numbers...which I know is on purpose, of course. They make it their special mission to make sure that there is no working number than any American can reach.

Help...ANYONE...PLEEEEEEEASE.

[sugar_coated]

michael_dell@dell.com

[Cody Dawg]

I need a telephone number. Not some email address that isn't going to matter.

[discotronic]

Have you tried to call there Medium or Large Business Support number? You might get someone here in the US by going that route.

1-877-671-3355

Other than that I wish you luck.

[effgee]

Originally posted by Cody Dawg:
... Guess what they unbelievably told us? "Until we get the other bad computer back this computer has no warranty and we cannot help you." (In an Indian tone and voice, of course, because they are in India.)...

Don't have a phone number, either. But in case you call the "regular" customer service folks again, this is how I'd approach the conversation (assuming you did read the warranty fineprint properly and know that you're 100% right):

• (service rep:) "Until we get the other bad computer back this computer has no warranty and we cannot help you."
  (you:) "That's very interesting. Could you please tell me exactly where the terms and conditions state this - I have a copy right in front of me."
  (service rep:) "Uhmm, I can't."
  (you:) "That's a shame - would you transfer me to your supervisor, please?"

Remain friendly but firm and "rinse & repeat" (as in: "escalate") until you get someone on the phone who can make a decision. Make sure you have a detailed timeline and documentation of all the crap that happened to you before you call them.

Next step - lawyer & BBB

[paul w]

This is all I've ever found:

Dell Support Page

The link that says: Call Us has a buncha numbers. You never know.

[Scifience]

I had a similar problem with Dell about a year and a half ago. The first computer that arrived did not have the correct components in it (cheaper sound card than I payed for, less video RAM, slower RPM hard drive, etc.). Dell initially refused to do anything, saying that I didn't know what I was talking about.

I finally got them to replace the computer and knock 20% off of the bill.

As for phone number(s), try these:
(512) 338-4400 (Corporate offices in Round Rock, Texas)
(416) 758-2175 (Corporate offices for Dell Canada)
(253) 884-2990 (Corporate offices in Steilacoom, Washington)

[Scifience]

Originally posted by paul w:
This is all I've ever found:

Dell Support Page

The link that says: Call Us has a buncha numbers. You never know.

If the number starts with 1-800-xxx-xxxx, chances are it is likely useless if you are trying to resolve an issue without talking to guys in India.

[ghporter]

Did the original computer come from Dell or Exxon-Mobile? If it came from Exxon-Mobile (that's what it sounds like because of the special sofware you mentioned) then whoever handed it to him should be your first stop. It sounds like a corporate buy that the company loaded with its own software. In this sort of case you'll get the LOWEST level of service from Dell because they expect their corporate customers to do the "first look" maintenance and repair (which catches bad keyboards, batteries, drives and so on).

[Cody Dawg]

It came from Dell. (Bought by Exxon Mobil)

I'm trying to call Texas right now.

"Transferring to an attendant."

"You have reached Dell's switchboard. Please hold for the next available operator."

"All representatives are busy handling other customer's telephone calls. Please hold and your call will be taken in the order it was received."

(Bad medieval-sounding music playing...ugh.)

5 minutes later...no one answers the call.

"Please continue to hold. A representative will be with you as soon as possible."

I wish I knew of a class action lawsuit we could join in on.

New bad music. 10 minutes later.

Dell HELLLLLLLLL....

[Cody Dawg]

Unbelievable. They hung up on us.



If anyone EVER buys a Dell computer they are IDIOTS.

[Cody Dawg]

Scifience:

Did you actually CALL this number: (253) 884-2990 (Corporate offices in Steilacoom, Washington)

Because it's a lady named Cathy talking about how "God is good."

[typoon]

Originally posted by Cody Dawg:
Unbelievable. They hung up on us.



If anyone EVER buys a Dell computer they are IDIOTS.

I know. I've had several bad experiences with DELL. I don't remember where I put the number but I got a supervisor's direct number and email address. Wish I knew where I put it.

[Cody Dawg]

PLEASE...I'm BEGGING you...find it...PLEEEEEEEEASE!

I called and asked to be through to the vice-president's office. Amazingly, I was. However, got a voice mail (of course). Don't know if we'll get a response.

We have had this POS computer for 3 months and of that, it has been non-working for 5 weeks.



What a piece of CRAP.

Dell SUCKS.

[budster101]

Here are a few suggestions:

Call to Action News

Their story on DELLiberately suck

"My unbelievable experiences with DELL" (Article)

e-mail above author and ask for some advice...

Another Complaint letter with possible solution? Contact them! (Her e-mail contact link is beneath the article and encoded for privacy.) Direct Number may be available from her.

Hmmmm... looky here:

"Dear Mrs. Moore, I am writing on behalf of Michael Dell's office in response to your complaint filed with the Better Business Bureau. We appreciate your desire to have your concerns addressed to your satisfaction. Please accept my sincere apologies for any disappointment or frustration you may have experienced during your contacts with Dell Technical Support while addressing your technical issues. I assure you that the situation you describe is not at all indicative of the knowledgeable and efficient service and support upon which we have built much of our reputation. I am unfortunately unable to issue a system Exchange Order for a brand new computer system. In accordance with your Service Agreement, Dell Exchange systems are refurbished, albeit in like-new condition, tested and certified as stringently as our new systems. However, I can authorize a full system return and refund your original purchase price. This would enable you to reorder and choose a new system of your choice. If you have any further questions or wish to pursue this offer of a full credit return, please do not hesitate to contact me personally at 1-800-289-3355, Extension 4-0531, or by e-mail at Mary_Gordoa@Dell.com. I will be happy to assist you. Sincerely, Mary Gordoa Dell Executive Support"


From this page:

Consumeraffairs.com - Dell stories, and information like above paragraph.


Another Promising story with contact info:
\

\

Good luck!

[Scifience]

Originally posted by Cody Dawg:
Scifience:

Did you actually CALL this number: (253) 884-2990 (Corporate offices in Steilacoom, Washington)

Because it's a lady named Cathy talking about how "God is good."

No, I didn't. I pulled it off the BBB page.

[Cody Dawg]

budster101: You are THE man!

Thank you!





I knew, just KNEW, that a world-savvy and Mac-savvy MacNNer would be able to help.

Thank you again!

[Scifience]

Originally posted by typoon:
I know. I've had several bad experiences with DELL. I don't remember where I put the number but I got a supervisor's direct number and email address. Wish I knew where I put it.

Yep, I had one of those too. Someone in an exec's office finally got it straightened out. I just threw out all of the records from that a month ago.

[Scifience]

Originally posted by Cody Dawg:
I wish I knew of a class action lawsuit we could join in on.

There is one:
http://news.com.com/Dell+sued+over+b...&subj=news

Not sure it is directly related to your problem, but the one I had is addressed.

"Another plaintiff said Dell shipped him products of lower quality than the ones he had ordered from the company's Web site. The Round Rock, Texas-based PC maker then resisted his efforts to resolve the problem, he said."

[malvolio]

(Edit: Curse freaking cheap-ass angelfire.)

[AppleOptionFour]

Dell is shameless. You take it at your own risk to get a Dell.

Once they get your money and send you the product they take a stance of it not being their problem anymore.

Their whole business model is driven by the bottom line.

My dad designed a part for their server and they took it to China and knocked it off.

I love it when friends call me to fix a "problem" with their laptops...I'm like DUDE, you got a Dell.

[Cody Dawg]

I saw that lawsuit, actually.

But, I think it's limited to Californians, no?

[mitchell_pgh]

Originally posted by effgee:
Remain friendly but firm and "rinse & repeat" (as in: "escalate") until you get someone on the phone who can make a decision. Make sure you have a detailed timeline and documentation of all the crap that happened to you before you call them.

Truer words have never been spoken.

[budster101]

Originally posted by mitchell_pgh:
Truer words have never been spoken.

If those words fail, then lie. Say your husband / wife is in Iraq and you have had to put up with enough BS in your life...

- House almost forclosed
- Utility Bills piling up
- Auto payment twice overdue
- Layoffs at work, you may be next...

AND NOW THIS BS!!!

They'll escalate that but fcuking quick if they aren't totally heartless pukes...

[Cody Dawg]

Last night I was speaking to yet another knucklehead in India when I actually told him that he was earning bad karma because of his repeated comments that "there is nothing more he can do."

[Macola]

Originally posted by Cody Dawg:
Last night I was speaking to yet another knucklehead in India when I actually told him that he was earning bad karma because of his repeated comments that "there is nothing more he can do."

My first job was in tech support (not in India). I don't want to make excuses for these guys, but in many cases, there is quite literally nothing that a first-line tech support person can do. They are not authorized to do anything more than read off a script or give you the most basic responses from a decision tree. Escalate the call to the next level.

FWIW, I try to steer my clients away from Dell whenever I can. The few that have not heeded my advice have all had similar problems to the one you're having.

[ghporter]

I have to chime in here. There seems to be the impression in those who have posted here that Michael Dell is intentionally producing shabby products and doing so to inconvenience and aggravate the general populace. If there had not been the demand for his products, he would not have sold any of them. As it is, his company is the leader in business computer sales, and does quite well with personal sales as well. I have a Dell laptop that's superb. I have worked with Dell laptops and desktops that started running out of the box and just kept chugging along without a single glitch.

Of course there will always be a percentage of products that fails for some reason or another-check out the iBook forum if you doubt this. The problem that Cody is running into is not that Dell likes to frustrate customers. It's that they made it easy for the lowest of idiot to buy a computer and try to use it. These idiots use up a lot of customer service time with questions like "where do I put my CDs in, and by the way how can I get my cup holder replaced; it broke" (I wish I was making that up). Tech support in this case is a casualty of the popularity of the brand.

That said, ESCALATE, ESCALATE, ESCALATE!!! If the guy from India can't do anything for you, ask for the next level of support NOW. Explain HOW MANY CALLS YOU'VE MADE and HOW MANY HOURS YOU'VE SPENT TALKING TO FIRST-LEVEL SUPPORT AND YOU NEED BETTER SUPPORT THAN THEY CAN GIVE YOU. As noted earlier, firm, calm, but insistent.

It couldn't hurt to find out if Exxon-Mobile can help you at all, especially if you can say "Exxon-Mobile bought X thousand of these machines, and they have NEVER had a problem like this." This makes the problem seem to have implications in their corporate sales, and can get you at least a bit more attention.

[Cody Dawg]

Someone in the higher corporate hierarchy called back today and said that someone will call tomorrow.

Make no mistake about this: Dell got fat and rich because they sold CHEAP products, not because they made quality products.

Unfortunately, Exxon Mobil went the cheap route. I know for a fact that Microsoft buys Toshiba products and apparently Toshiba notebooks run well. I know from personal experience that Sony products seem to be sturdy and run well.

And, of course, my Apple products run well and very rarely have problems.

Dell is all about recycling millions of computers that they fix up - or try to fix it - and ship out again to customers.

[effgee]

Originally posted by Cody Dawg:
Someone in the higher corporate hierarchy called back today and said that someone will call tomorrow. ...

You mean like so:

• (caller): "Hi, I'm calling to let you know that someone will call you tomorrow."

Calling to announce a call - these people are truly disturbed. If it weren't so infuriating, it'd be hilarious.

What's the matter with these folks? Fscking take care of the problem - and then call to inform the customer that the clusterfsck has been rectified. These folks are nuts, I tell ya.

[Cody Dawg]

Oh, you're absolutely correct.

It's a crockin' joke.

I made a few phone calls today - even putting a voice mail through to one of the members on the board of directors - and I BEGGED for some help, ANY kind of help.

[juanvaldes]

it's dell what do you expect?

[Superchicken]

First rule with bad customer service depts. Get PISSED OFF! If they lie to you repeatedly bring that up. But if they give you flack ask for a supervisor. Until you get about three levels up you're still in no-mans land. You need to get up at least three levels before you'll get real help.

[milhous]

sorry to hear about the problems. you should've went through exxon-mobil first to get the dell support contact.

it's all about going through the right channels and one of the unfortunate things is that when you're dealing with such a large company, it's difficult to determine which channel to pursue. when working for any company that deals with dell, there are special numbers to call so that you don't have to go through consumer sales.

exxon-mobil as with any other company that deals with dell has a dedicated account manager and a dedicated technical support manager to handle sales, service, and support. it's amazing how fast they serve the business customers while the rest of us that aren't affiliated with companies get the lowest level of support. but i suppose that's just business.

next time, say you're with exxon-mobil and they'll transfer you to the right people. once you read off the service tag, they'll know you're with the company.

i had to order some dell parts while at my former employer and it was tough trying to get what i wanted through consumer sales and support. if only the home office told me who our biz support contacts were, things would've been so much smoother.

hope they take care of you soon.

[Cody Dawg]

I we have a supposed "account manager."

That didn't matter. We still had to call like everyone else.

The entire thing is a crock. Dell HELL. "Dude, you're getting a dud."

We've been "escalating" this issue. The thing is, they sent us another "new" computer...that has a bad video board out of the box. This entire thing is a fiasco.

I just hope that people know that if they buy a Dell they ARE going to be deeply and severely disappointed and probably disgusted.

[tooki]

Originally posted by Superchicken:
First rule with bad customer service depts. Get PISSED OFF! If they lie to you repeatedly bring that up. But if they give you flack ask for a supervisor. Until you get about three levels up you're still in no-mans land. You need to get up at least three levels before you'll get real help.

No. You catch more flies with honey than with vinegar. You can get a lot more success by being super-polite (e.g. emphasizing that you know it's not the phone monkey's fault that the product failed), but firmly insisting that it's not your fault the product failed, and that you need resolution. If you make sure you get escalated to the right people, you'll get what you want.

If you yell, you might not.

tooki

[nforcer]

Large corporations really need a better kind of tech support system. The first level stuff is absolute crap. You waste like 20 minutes before you get anywhere, and even then a tech still wants to take you through steps you have already taken. If the tech support is setup that way because so many people have common usage problems, shipping a small guide with each system and simply referencing them to answers for a specific question in the guide via the automated call system could be more cost-effective for a company. But then again, the people who need to read the guides are usually the ones who don't, so I guess that really wouldn't work.

Maybe a better solution would be having the automated call systems asking a user more detailed questions about the nature of the problem (or what the user suspects it to be). Then, depending on the answers the user provides (or does not provide), it steers them to the appropriate level of tech support. That way, the noobs who don't know what the hell is going on will get the basic support they need, and the guys who have already reformatted twice, removed various add-ons to try to isolate the problem, upgraded to the latest drivers etc., will not have to spend an hour fighting with someone over the nature of right-clicking "My Computer -> Properties".

For example, "If you think the problem is the dvd-drive, press 1" [1] "If you have already upgraded the drivers in an attempt to fix the problem, press 1. if you don't know what this is, stay on the line."

It might be annoying going through an automated system for 5 minutes answering a dozen or more questions to prove you are moderately knowledgeable to get to higher support, but that is certainly better than 5 minutes of being told "how to restart your computer."

[spacefreak]

Originally posted by Cody Dawg:
Make no mistake about this: Dell got fat and rich because they sold CHEAP products, not because they made quality products...

Dell is all about recycling millions of computers that they fix up - or try to fix it - and ship out again to customers.

Are you always like this whenever something doesn't go your way?

Dell (the company and the man) were built upon years and years of hard work. I've dealt with close to a hundred Dell computers (desktops and notebooks) between 1999-2003, and all but one were solid machines (the one was replace immediately BTW).

Just because you are having a problem is no reason to go off and accuse the entire company of selling refurbished units (by the millions) as new. Unless you have actual evidence, your claims are pure libel.

I realize that the situation blows, but keep it real.

[Cody Dawg]

I'm actually laughing at your post.

Have you ever Googled for "Dell Computer" or "Dell problems?" Try it. See how many THOUSANDS upon thousands of complaints come up for Dell. It's really unbelievable.

Here, let me Google for you.

Grab yourself a good drink, a snack, and have fun reading about how "great" Dell is.

Results 1 - 10 of about 2,210,000

[paul w]

Of course lots of people have had problems with Dell, and their tech support, by and large, sucks. It used to be stellar.

Anyway I know loads of people who own Dells and can't think of anyone who's had problems. I also know somebody who has had horrible troubles with Macs (try googling Mac problems..which by the way is meaningless as it just means their are so many hits with the word Mac and or problems... ).

I think the point made was if everybody who had troubles with their pc came on this forum and hemmed and hawed the way you're doing it'd be a mess. Just chill, take it in stride.

By the way, why doesn't your husband bring it up with his company? Maybe he should campaign for a Thinkpad or something.

[AppleOptionFour]

[omen] While searching for a retarded pic of the dell dude to post and laugh at, I started getting repeating "Sosumis" (my sys sound.) They wouldn't stop until I closed all windows.

Was this a popunder from hell?

[Cody Dawg]

To the people who say, "Chill out," let me remind you that this NEW notebook computer is not even 3 months old. That is 12 weeks old. Of that 12 weeks, we are going on week 6 (SIX) of not having a notebook computer that works.

It has been sent back 3 times and returned broken 3 times.

We now have a "new" replacement computer...that arrived with a bad video card.

As far as how we speak to Dell people, we're nice. VERY nice, considering what is going on.

So, stop with the "Oh, stop being so upset" nonsense.

We have a right to be upset.

[nforcer]

Originally posted by spacefreak:
Are you always like this whenever something doesn't go your way?

Dell (the company and the man) were built upon years and years of hard work. I've dealt with close to a hundred Dell computers (desktops and notebooks) between 1999-2003, and all but one were solid machines (the one was replace immediately BTW).

Just because you are having a problem is no reason to go off and accuse the entire company of selling refurbished units (by the millions) as new. Unless you have actual evidence, your claims are pure libel.

I realize that the situation blows, but keep it real.

One problem is understandable. It happens sometimes. No manufacturing process is perfect. But when you have to ship something back for repair/replacement they better make damn sure what they ship back to you works. I recently went through a similar situation and it was one of the most time-wasting processes I've been though. It's like the techs were not even reading what I had bothered to write (including steps for reproducing the problem). Equally as bad was the money I lost on shipping both times I had to send my hardware back. To make things worse the warranty was going to expire soon, and it seemed like they were just giving me crap so the warranty period would end and then they would not have to deal with it.

At least the company I dealt with had the decency to fix and upgrade what I sent them after they screwed up the first time, and called me to ask me some more questions. That's how I would have handled the situation if I were in charge on their end. Something at Dell is obviously not working right if someone sends in something 3 times and receives something broken each time. You would think a company would be extra accommodating and thoughtful to customers in cases where the company screwed up, in hopes of keeping bad word of mouth about their product to a minimum and in hopes of winning repeat business in the future. It seems too few give a crap about the long term any more.

[Cody Dawg]

One problem is understandable. It happens sometimes. No manufacturing process is perfect. But when you have to ship something back for repair/replacement they better make damn sure what they ship back to you works. I recently went through a similar situation and it was one of the most time-wasting processes I've been though. It's like the techs were not even reading what I had bothered to write (including steps for reproducing the problem).

<round of applause>

You are EXACTLY correct.

When it came back with the same problem after sending it in we were extremely surprised.

But, then we sent it in again...and it came back AGAIN with the exact same problem and we were astounded.

Sent it back in...and it came home WITH THE SAME PROBLEM.



They then send another computer, "new," and it does not work at all because the video card is shot...

So, now we have two computers to ship back and supposedly another computer will arrive "in 7 to 10 days."

Now, try telling me that we shouldn't be upset again?

[JustAnOl'Broad]

Originally posted by Cody Dawg:
Scifience:

Did you actually CALL this number: (253) 884-2990 (Corporate offices in Steilacoom, Washington)

Because it's a lady named Cathy talking about how "God is good."

Cody,
Did you ask her to pray for you? Maybe she could say a prayer
for your laptop.LOL Maybe it was the number to Laptopdialaprayer.

Sorry I realize you're totallly frustrated; but I was tryin to make ya laugh
P~

[Cody Dawg]

That actually DID make me laugh!

[spacefreak]

Originally posted by Cody Dawg:
Now, try telling me that we shouldn't be upset again?

I didn't say you shouldn't be upset. What I said was that your claim that Dell sells millions of refurbished computers as new was unfounded.

I also asked if you always resort to making such nonsensical claims whenever things don't go your way.

[effgee]

Originally posted by Cody Dawg:
Someone in the higher corporate hierarchy called back today and said that someone will call tomorrow. ...

Anyone call yet?

[driven]

Originally posted by effgee:
Don't have a phone number, either. But in case you call the "regular" customer service folks again, this is how I'd approach the conversation (assuming you did read the warranty fineprint properly and know that you're 100% right):

• (service rep:) "Until we get the other bad computer back this computer has no warranty and we cannot help you."
  (you:) "That's very interesting. Could you please tell me exactly where the terms and conditions state this - I have a copy right in front of me."
  (service rep:) "Uhmm, I can't."
  (you:) "That's a shame - would you transfer me to your supervisor, please?"

Remain friendly but firm and "rinse & repeat" (as in: "escalate") until you get someone on the phone who can make a decision. Make sure you have a detailed timeline and documentation of all the crap that happened to you before you call them.

Next step - lawyer & BBB

Supervisors are useless for the overseas Dell support lines. I needed an $8 shipping refund for shippnig me the wrong part and they wouldn't do it. The "supervisor" told me numerous times that it was taken care of. After 8 *months* of this I gave up.

The BBB is even more useless.

Lawyer .... possible ... but you may have a problem getting one since there is no real big money here.

[jasonsRX7]

Originally posted by Cody Dawg:
Have you ever Googled for "Dell Computer" or "Dell problems?" Try it.<snip>Here, let me Google for you.

Whatever you do, don't google Apple problems! The number of search results probably aren't the best indicators.

[ghporter]

Originally posted by jasonsRX7:
Whatever you do, don't google Apple problems! The number of search results probably aren't the best indicators.

Absolutely correct. You aren't going to find too many sites or forum threads singing the praises of a product, but you will find people that get pissed off and set up sites just to rag on the manufacturer of a product that didn't work perfectly-probably only once.

Google hits in general are only an indication of the market saturation of a product. Whether the hits are good or bad is irrelevant, because the product has to be deep in the market before it has enough share to get people to post about it. You will not find ANYTHING about "Bob's Storm Door and Laptop Company" and the quality of their laptops because they don't have the market share to bother with.

One thing I've found about these "I hate XXX" sites is that they are apparently all set up by immature people who think they can hurt the big company by fielding a crappy site with bad spelling. Yeah, that sure hurts the big guys!

The lawsuit thing has a chance of at least giving the Dell decision makers the idea that offshoring their tech support is a bad thing, and not just for their corporate customers either. They stopped sending corporate tech support calls to India after about three or four weeks because they got serious threats to stop buying their computers by the thousands and LOTS of bad, bad press.