Bill Scannell Customer Operations

Hello, 

Does anyone know how to reach out to Bill Scannell  President Of Customer Operations or know how to make a complaint regarding Customer Operations?   

I have been a long time supporter of Dell, however after my most recent experience I am not sure if I will buy from Dell again.  My recent experience was a total turn off as a supporter.    

I just ordered 2 laptops , 1 day apart from each other... the one I ordered last arrived in 4 days, the one I ordered first I still haven't received and not expected to arrive until about the 16th of March.  As a consumer to take 3 weeks to build and ship a computer is not reasonable.  

When I ordered the computer, the web site never advised they didn't have the parts to build the computer I ordered. When I found out they didn't have the parts to complete the build , I offered to pay more money and buy an upgraded computer for something they had the parts to build.  I was denied 

When I called "customer service"  that is a nightmare, while they were polite the service was beyond poor. Each time I called customer service 3 days apart from each other. They all gave the same generic answer, the computer build was complete and sent to shipping and it would ship in 3 or 4 days.   

 I advised the agent I have been told that same answer 3 times and asked to speak to a on duty supervisor which I was denied. The agent  told me a supervisor would call me at the end of the shift. 

I asked for the name of the supervisor who would be calling me back, I was told it was against their policy to give out names of who you are speaking to , I asked for the agents name and again I was denied

I asked what time I could expect a call, the agent could only tell me at the end of the day.  I asked where I was calling and advised India.   I tried to clarify with the agent around what time do I need to be avail for the call USA, California time. The agent could not advise.   

While all the agents continued to advise the build of my computer was complete I brought it to the agents attention the Dell web site shows the build was not complete. I was then told the DELL website was experiencing some problems.

I still don't have a clear answer if it was built? , when is it really going to be shipped?, Does Dell have a ongoing issue with their web site?  Why I was told on 3 different times , my computer will ship in 3 days and is still sitting there?  Not to mention I was told a supervisor would call me who never did and I asked how to reach a complaint department to speak with someone, I was told we don't have a complaint department.  

 

Which is why I am reaching out here !  

Thanks Larry