Contact number for Resolution Expert Center

kinns1,

Please post your question/problem either on Twittter @http://twitter.com/DellCares or if you have Facebook post it at http://dell.to/1aPdwxS

Zb1

Thanks but this is a bit beyond that point, plus I don't have twitter and Facebook is a social networking site so the use of it by Dell for commercial "customer support" is far from professional. What I need is an employee of Dell who will both answer the phone and actually listen instead of saying "well I can't do that, but I'll make a ticket and see if someone else can do it for you in the next 48 hours.". If I can't get a response from a competent Dell employee  who convinces me that Dell has any intentions of trying to fix the damage that they caused to my laptop by Monday I am dropping off the paperwork against them after work.

So I get a canned answer referring me to twitter from crowdsourced support, yet I can't get any sort of an answer from an actual support employee on how to repair damage that occured while Dell was in posession of my laptop. Great.

kinns1,

Sorry you felt my response was inadequate for you as I was really trying to direct you to the correct place.  

It's up to you if you chose to take my advice or not. 

Good Luck!

Zb1

Zb1

It's really not your fault but I'm far beyond the point of just posting to FB and hoping for a reply. Dell's customer support is compartmentalized to the point where it's broken; it is impossible to ever talk to the person who is able to fix your problem. Instead you have to talk to someone who forwards a message to someone else and you are always two or three levels removed from the anyone with authority.

When you already have had the system fail you, advice from community members on a forum isn't a viable solution and Dell would obviously rather pay a moderator to sanitize the internet and pretend they have to problems than pay a customer support specialist to actually fix their errors.

Considering I'm guessing that I will have to take this to. I'm only speaking in generalities but I know for a fact that my evidence is stronger than theirs because my story is true. The fact of the matter is either Fedex broke it on behalf of Dell or Dell broke it on their end; either way, I think it is Dell's responsibility to fix it and I will try to hold them accountable if they won't do the right thing on their own. It would just be really nice to be able to talk to someone who's job is to fix their mess ups instead of people who just say "oh, too bad." Like I said, it's nothing against you, but the point of this post was trying to find contact info for the REC so I could try and settle this without resorting to action. Apparently that's just too much for Dell.

I don't work these boards out of boredom.....I am a Malware Removal Expert and unfortunately our Malware Removal Forum was taken down after almost 10 years.

It's going to be impossible to figure out where this screen was broken and who exactly is at fault?

With no documented info as to what shape the Laptop was in when it left your residence they can also say you broke it  or it was shipped broken.  Not saying that this is the situation but with these many variables and each other pointing the figure at the other, whose fault is it?

That's the problem you're facing and that's why you are not getting the relief from your post you wished for.

I've been around long enough to know how Dell works, so you can minimize what I say and hope someone will respond to you or you can try to get some proof as to who is at fault.  There's nothing more I would like is to see your unit fixed but this is going to be a tough one for Dell to just fix it like that.

Unfortunately Lorna our Customer Care Liaison is not taking any new cases or I would have sent you over to her for help. She's tying up loose ends and finishing the cases in front of her because she is going on vacation soon. 

Good Luck!

kinns1,

This thread is locked. We cannot discuss or allow you to discuss legal matters on this Forum. All Legal discussion should be submitted to Dell in writing -
Dell Corporate Headquarters
Legal Department
One Dell Way
Round Rock, Texas 78682

Hi, I registered a complaint on my account hacked after the harddrive replacement by DELL.

But there is no response from your end. It's a very serious issue. It's not taken care of by your team.

Regards,

Mathura

We have replied to your post here. Our software security team is working with you & have escalated after they called you & discussed the case.