A complaint address (preferrably e-mail) for Michael Dell

When I purchased my Inspiron 6000 about 11 months ago, I paid about $350 extra for 4 years of in home service. Now Dell tells me I should remove the battery from my system and wait 20 business days for a new battery to arrive. I don't expect a service tech to come to my door, but I do expect Dell to put a battery in the mail so I receive it in less than a week instead of a month.

I've called Dell customer service and they transfer me to tech support, who then transfers me to sales, who then transfers me to spare parts. The spare parts guy will be happy to send me a battery today if I fork over another $119. I told him I would be willing to pay the difference to receive a 9 cell battery instead of a six cell that I am entitled to, but he didn't know how to make that happen. He then transfers me back to customer service who then recites the company line. When I ask to speak to a supervisor, no one can seem to recall who their supervisor is.

Every time I have to deal with anyone at Dell with any type of question, the result is a train wreck. I expected better from Dell.

Anything you can do to speed up the process would be greatly appreciated.

It's good to know that others have suffered as much. This has become so pervasive that I have reached the end of my ultimate patience level. The following is my submission to Dell support and I will have my secretary track down Micahel Dell's address and have it sent to him directly.

 

You should be able to tell form this case number that it has been underway for close to one month. Many of your on-line technicians and even one that visited my home office have not resolved my issues. I have spent over 20 hours of my own time on the phone alone with this and yesterday was my last effort to resolve it. I devoted the entire day to give it one last try.

 

 During the day I spent 2 hours with one technician going through the same diagnostics as all previous times. Before we could complete the transaction I was cut off. I have learned from previous efforts to make sure at the start of the "session" to make sure the technician has my land line phone number and agrees to call me back if we are disconnected. As usual, the technician did not call me back and I started the whole process over again... including the 30 minute wait time to get back in touch with yet another technician.

 

 This time I asked to speak with a supervisor. I was handed over to another technician, who I must say was better than any previous one, and we spent another 2 hours on the same diagnostics. I was cut off again, but he did call back. We were able to get at least a connection to the internet from my ISP direct to my Inspiron 6000, which was not possible before.

 

 We tried to solve the base problem, connecting with wireless router, and we were still unable to do so. The technician said he would research the problem to include contacting Cisco who makes the wireless router I use. He gave me his extension number and promised to call me back between 9am and 10 am this morning with his findings and next recommendations.

 

 After our session, he asked that I speak with his supervisor, Jason, which I did. We talked for approximately 10 minutes and I recounted my frustration with Dell and Dell Support. He validated that the technician would call me back and apologized profusely for the inconvenience.

 

 It is now 10:43am and I did not hear from the technician. I called the toll free number, entered the extension number, got a message that I could leave a message, was transferred to the mail box, got a message that the box was full, and was disconnected.

 

 I am now on hold for more than 30 minutes while I type this message to you. I have no expectations for going through this and am using this as my final act of venting my frustrations. It is certainly interesting to listen to the never ending messages and elevator music where you offer such nice services as having someone come to my home office. A service I am already paying for and am now in this endless loop.

 

 Well, I promised myself one last, solid effort to make this work and believe I have done so. I will send a copy of this to Michael Dell which may aid him in understanding why his vision is no longer working. As an executive I am always intrigued with process, services, and profits. I welcome complaints from my customers as it takes time and energy to express dissatisfaction. It shows they care, and it is my opportunity to show that I care and value their business. It is the most sincere form of feedback and I rely on it to improve my company's products and services. I submit this in the same vein.

 

 This is sad to me as I have been a Dell promoter for many years and buy many thousands of dollars of hardware for my company. My sentiments have changed and I will now be seeking more local solutions.