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How Do I Get Help from Dell’s Social Media Team?

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If you need assistance with an issue or have a question about your Dell product or service, there is a team of social media outreach specialists who may be able to assist. You can reach out to Dell’s social media team using one of the following:

On Dell Community Forum:

  • http://community.dell.com/
  • Find the appropriate Support Forum (Desktop, Laptop, Customer Care, etc.) and post your question/issue
  • For your privacy and protection, be sure not to include your personal information (like phone number or service tag) on the post.
  • You may receive a response from the community with the answer or suggested steps
  • If you don’t receive an answer from the community in 72 hours, someone from Dell will respond to your post.

OR

On Twitter:

  • http://twitter.com/dellcares
  • Follow and send a Tweet to @DellCares
  • Keep in mind Tweets are public, so for your privacy and protection, be sure not to include your personal information (like phone number or service tag) on the post.
  • You should receive an initial response from a Dell social media agent within 4 hours; if necessary, they will follow you in order to exchange private Direct Messages.

OR

On Facebook:

  • http://www.facebook.com/dell
  • “Like” the main Dell page and use the Message button to privately submit your question/issue
  • You should receive an initial response from a Dell social media agent within 4 hours
  • If you don’t have a Facebook account, you can still submit your issue via the following form:https://apps.facebook.com/support_dellhomeus/
  • You should receive an initial email from a Dell social media agent within 4 hours

 

Frequently Asked Questions

Why should I contact the social media team rather than call in?

  • You can initiate contact at any time and you won’t have to wait on hold on the phone for a response. You can go about your normal business and check back on our response at your convenience.
  • Once you have provided the necessary information, our social media agents can thoroughly research your case history in order to reach the appropriate resolution.
  • Our social media team is setup to answer most questions and resolve most issues. You will only be transferred to a different agent if you are located in a different region or you need help in a different language. (Our global English team primarily supports English speaking customers in the U.S., Canada, U.K. and India.)
  • Our social media team has a proven record of providing top quality support. This team has been in place for 3 years and continues to achieve excellent customer experience. See examples of the feedback we get here: https://twitter.com/DellCares/favorites

 

What if I have already escalated my issue via the ‘unresolved issues’ button on dell.com, Better Business Bureau, my lawyer or my State Attorney General?

  • If you have already opened a case via any of these channels, the social media team must refer you to the Dell representative who is handing your case.   

Does the social media team charge for their services?

  • No. We do not charge for our services. 
  • If you are out of warranty, we will refer you to free options available online, such as online diagnostics, troubleshooting articles, wikis or posts/conversations on the Dell Community Forum.
  • If you are out of warranty and you request information on how to obtain paid services, we will give you that information.

What are your hours of operation?

Our social media team is staffed globally in order to ensure 24x7 coverage. If you are assigned an individual agent, they will each have varying business hours. Our team also works together to help cover customer cases in an emergency when you can’t wait for your agent to be back in the office.

Please feel free to reach out to us on one of these online communities. We are here to help!


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RE: How Do I Get Help from Dell’s Social Media Team?

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For more information on getting assistance from SOS in other languages, see the page here:

www.dell.com/socialmedia

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RE: How Do I Get Help from Dell’s Social Media Team?

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For more information on getting assistance from SOS in other languages, see the page here:

www.dell.com/socialmedia

View solution in original post

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