Formal complaints procedure

There is a facebook group I just found called Dell Customer Service Sucks

I think we should get as many people as possible to join / encourage anyone who has suffered like we have! -

Give the power  to the people

The only way your going to get any satisfaction is to not buy dell .. emailing the board of directors or the CEO only gets you nowhere as those email addresses are screened .... and calling HQ just directs you to their 1800 number (in the US) where you get the same poor service and support.  Dell needs to wake up or die quickly as 2 online mags have rated dell an F so far..

I ordered a computer system last week on a discount coupon and upgraded the keyboard(not on discount)  Dell cancelled the discount system without telling me but charged and shipped me the keyboard.  Keyboards without the computer are not much use.  I have been unable to get any replies to my complaints. ANY ideas where to start?

Ya dont waist your time with emailing them -- it feels good to get a call back because most the time you dont even get that.  They just stand on policy -- I had posted the conversations and the outcomes but I guess since I told the truth and facts that Dell wont help anyone they deleted the post..   For anyone that watched the news and caught it -- I guess that's why Dell is now number 9 in customer satisfaction.  So we are not alone -- funny thing I still dont understand why anyone would buy from them.

I'm afraid you seem to be right and that dell is just going to have to go out of business.   I had used them for probably over 10 years and am sad it  has come to this.  They did use to have pride in their products.  I guess this will be my last purchase from them.

The only responses they are interested in are to charge you super high rates to talk to tech on the phone -- or to make money for out of warranty services things -- or but mostly they are all about the sale. --

I bought from them NOW PAST TENSE because you could customize things and they actually delivered.  Now after my recent experience all I read is how bad other peoples experience with their customer service is.  I'm sad as Dell actually pioneered the online purchasing for alot of people.  All things come to an end.  I actually am still in shock that Dell will not bother to reply at all to requests.  I seems like such a basic customer support.  I guess if you never run into any problems it seems OK on the surface with their statements of responding within 24 hours is a good thing until you find out they do not respond at all.

I do not think Dell will ever be responsive to your needs.

Recently I received a letter of ADVERSE ACTION reducing my credit limit, based on the following “FAILURE to significantly reduce my preferred Dell account balance”.

I use this account to purchase Dell products for work and home. 

My take away from this is that Dell no longer wants my business.  I opened this account to purchase Dell products only and only Dell products.

If Dell has a problem with me giving them income, then I will gladly help them in this matter.

As I tried to tell their associate on the phone, I will reduce my balance down to zero and close the account and purchase all products from HP in the future.

It is obvious that Dell does not think they need my business.

I will share my experiences with HP as well as everyone I know both in my personal life and in my business life.  

I will also do everything in my power to influence the decision makers in my corporation and others to move away from Dell and move to a company more in line with customer satisfaction.

I advise you to go to HP for all future business.

I read complaints about Dell service. I have two Dell laptops in my household, and been buying Dell since many years. For me service is my primary concern. I travel for extended periods of time and need support in at least three countries around the world. So far service I got from Dell was, say, acceptable. In all three countries. I had my share of problems and they have been fixed, with some 90% success.

It looks like there are now a lot of complaints that the level of service has deteriorated to unacceptable level.

Unfortunately, no one seams to provide answers: if not Dell, than who? I have friends with Toshibas. One of them just bought new laptop, which failed after short time (around month), and had to be send for repairs (to India?). Promised back in 3 weeks time. I did read bad opinions about HP.

So, now we need two basic answers:

1. Formal complaints procedure:

          - within Dell organisation

          - with independent outside bodies, in various countries

2. Recommendations on suppliers with good service track record

Can some people from this forum provide answers to above questions?

For everyone who's following your advice, there's someone who's had an HP and looking for relief from them - and will buy Dell.  There'll always be some disgruntled customers with any large company.  HP is sufficiently worse than Dell that it will eventually fall from #1.  What used to be the gold standard in printers now produces abject junk with no support - and their desktops and notebooks are no better.

Well somewhere there was a post with an email address -- I dont have it but if you hunt one girl states she contacted the head people and got no where -- I tried also, and got the same response -- out of warranty, even though problem was reported prior, and all they would offer was NOTHING.

So I feel I am getting just revenge -- thus far a friend of mine Kevin from Brampton Ontario canceled his order for a new Dell laptop, and another friend was needing to replace his old Dell and was planning to get another -- until of course I told him my issues and how to log into this forum now no longer a Dell buyer -- on top of that I do the purchasing for a large corporation that no longer purchases Dell also.

So by how can I put this so the Dell police dont delete my post -- by ignoring their problems and customer issues and sending us all to India call centers -- they have lost a lot more than just one little customer -- which seemingly is their attitude -- --- I get the feeling its a business plan of "Oh well its just one guy"  -- Wrong!!!!!!! I will continue to voice myself to all my friends -- all my co-workers -- and who ever I can to get them from buying Dell

You are correct in saying 'There'll always be some disgruntled customers with any large company.'  However, I came to Dell after only buying HP equipment and the reason was that Dell was offering a custom made product.  My daughter how first purchased a Dell Inspiron 10 mini advise me against that as she said the customer support she received was extremely poor. I thought this was only her experience and went with them anyway.  Now she laughs at me as I have had nothing but trouble and high phone costs to a Dell who really couldn't care less.

All my HP equipment is still working fine, my old (ancient) HP laptop is still working very slowly due to the age but working.  My printer worked right up till I upgraded to an All-in-one printer which is still working fine and I have never had a problem with either of them.  My 17" screen is working fine no problems in fact I would go so far to say that I don't even know HP customer service number.

I thought that if I bought the correct specification from Dell and did not scrimp on the cost I would get a reliable machine.  In fact that is what I said to the sales advisor, I told her what I wanted the machine to do and she advised what internal workings I needed to have in order for the machine to work consistently with no impact on speed.  It a shame you cannot purchase good workmanship.

So in short HP is still #1 for me and I will recommend everyone and anyone to spend that extra bit because reliability is paramount for any computer as they now play an integral part of our lives and when they are not working I for one need to change my lifestyle.  Where I used to do things like this on my notebook/laptop I am now confined to my desktop.

Thanks for your response and opinion it was nice to hear and more than I have ever got from Dell.