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demonboy
1 Copper

Anyone know how I make a formal complaint about Dell's products and customer service?

I have been having nothing but problems with both my laptop (XPS 15 4K) and also with the customer support team.

There is clearly something wrong with my laptop but Dell didn't want to send anyone out to look at it. I bought the machine in the UK but spend much of my time in Asia. Dell Malaysia backed down on sending out a technician, so I took this up with Dell UK. Dell UK, which appears to be based in India, is point blank refusing to answer my emails or address the issue, so now I am stuck with a faulty machine that no one wants to take responsibility for. 

Since I am getting no joy with emailing the UK service team, specifically Taruni P and her manager, Shyam, I am unsure where to go to next. Do I post in Twitter with specific hashtags?

If anyone could point me in the right direction I would be grateful.

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2 Replies
9 Rhodium

RE: Anyone know how I make a formal complaint about Dell's products and customer service?

Troubleshooting is done over the phone or online -- Dell doesn't send technicians for "looking at it" -- i.e.,diagnosis purposes.  You need to work with the technicians until a diagnosis is reached - then if a repair is needed, a dispatch will be scheduled.  

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Moderator
Moderator

RE: Anyone know how I make a formal complaint about Dell's products and customer service?

Thank you for your message.


An onsite tech will be sent only to replace parts & they do not work on any software or in diagnosing the issue.


The will first need to be diagnosed remotely, only when there is a part replacement required, an onsite technician is sent.


Please click on my Dell username & send a private message with the service tag, registered name & email address. I will look into this & assist you within my support boundary.

Dell-SreejithR
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