How to get in touch with Corporate Office

Question

I am a long time Dell purchaser. I have purchased Dell computers for several companies in the amount of $100,000 and up. I also have purchased Dell computers for my own home use a Dell Laptop and a PC for my home office which are office at home. When my husband said why don't I just go buy another laptop I jumped to the Dell website and called to order one. Of course I have a very nice salesperson who speaks English when I am purchasing the new Studio 15. I was so excited and told all my friends across the United States in Facebook. Well now I am sorry to say I will no longer be a Dell purchaser. I have only have had the computer since April. In the beginning I had a lot of trouble with the Windows Vista not being compatible with my printer, aircard and an other program that had to be updated for Vista. I regretted having to get on the computer because each time it would take me hours to just check my email.

Now my left side of my keys do not enter, My left mouse key is lower than my right. I have yet had anyone answer that perhaps this is the way it should be so you know it is the left. key. My Power button is separating from the laptop and my brand new pink laptop which is made of plastic not is starting to crack. My husband says call and complain. Yesterday I spent three hours on the phone from techanical to customer care. I do not want this same product. if I had go to a store i would of seen how cheaply it is made. Techanical Department says I can send back and they will repair. Why to have it break again and what do I do in the meantime? Customer care could not do anything for me but repeat what Techanical Department stated. Besides each time I was transferred from Techanical to Customer Care I was disconnected. Finally, finally, finally I was speaking to a Manager in Customer care and guess what the phone disconnected.

I don't understand why do I have to speak with India they can't even understand me and I cannot understand them. Why if they are making notes each time do I have to repeat my name and information. At this point I waited until the next day to try again so not to have a heart attach and within the first 30 minutes I had spoken to three customer representatives. Why cannot they understand that I am tired of repeating myself. If it is in the notes why do I have to repeat again, again, and again. So when I called the sales department to speak to an American he gave me what I thought was the Corporate Office. Guest where I ended up? In India again, and guess what when I refused to give my information again to the receptionist and she called the manager guess where he transferred me to another customer rep.

We all know that some people can make the decision and a rep cannot that is why they have managers. I finally stopped calling to compose myself and think what to do. My thoughts are to call Dell Financial and tell them I refuse to pay to this product until someone can return a call??????

i am frustrated, my blood pressure is up, my dogs are afraid of me because I am losingmy temper and my husband went for a drive because he could not handle hearing how i was treated on the phone anymore.

Will Dell help me I doubt it!!! Will I buy another Dell????NEVER!!! I will also make sure I take a picture of my computer and post on facebook so my friends can see what a laptop looks like after I shoot it with my shot gun. Should be a pretty picture.

Supposedly corporate phone numbeeis 512-338-4400 guess where you end up. CORPORATE OFFICE WHY WON'T YOU SPEAK WITH US ARE THERE SO MANY PROBLEMS YOU SEND TO INDIA AND WE NEVER CAN SPEAK. THIS IS ABSOLUTELY UNACCEPTABLE!!!! VERY VERY VERY BAD CUSTOMER SERVICE.....

LOST and FRUSTRATED.

speedstep · Answer

There is a way of getting guaranteed non INDIA support. It costs extra.

If your dell sales rep cannot get this for you In writing its time to call dell sales and get a new rep.

Unresolved Issues
https://support.dell.com/support/topics/global.aspx/support/dellcare/outstanding_issues?c=us&l=en&s=gen&redirect=1

You will not get free 24 X 7 X 365 4 hour onsite support Unless you pay for it.

Gold support and Onsite repair is possible to get even in remote areas but its not cheap.

You get what you pay for.

JennieD · Answer

Well what about reporting terrible customer service over the phone? I called Dell three seperate times today because of poor service. The first time I called the rep wanted to talk to my husband to get him to verify the account. Fine no problem, well since my husband works at night he was half asleep and messed up when giving some of the verification info so the rep says "there's a problem I'm going to transfer you" I was on hold forever so I hung up and called back.

When I called back of course the first person I talk to says they need to transfer me. When do they not need to transfer you? Anyway, I get the same guy as before. I told him I was just speaking to him and I wasn't sure what was going on can we start over? Then he speaks and his voice is so quiet I can barely hear him so I politely, and when I say polietely I am not kidding, I politely ask him if he can speak a bit louder because I am having trouble hearing him. His response "no I can not speak any louder." So I ask "is there maybe someone else I can talk to?" he says "no there is no one else you can talk to. Thank you for calling. Have a nice day." CLICK Are you kidding me???? I have never in my life had ruder service over the phone or anywhere else. I could NOT believe it!

So I called back again and had to go through all the automated stuff and then get a rep to transfer me to the correct department. I am praying I do not get the previous rep that hung up on me. Luckily I get a rep named Mario that is very friendly and helpful and pleasant. He resolved my issue no problem and apologized to me for the previous reps rudeness. My question is who to I talk to about this? When you click contact us there is not a section pertaining to my issue of poor customer service.

It's really sad because this is the first time I have ever shopped with Dell and I will probably never buy from them again because of this.

I am so sick of calling customer service and getting India or some other such country. Mario had a latin accent so I am not sure which country he was in and since I have a much easier time understanding a Latin accent it was easier to communicate with him but so many times I call customer service and end up getting another country. They can't understand me I can't understand them. It's ridiculous. All of this outsourcing needs to stop and I think that as long as consumers keep putting up with it it never will. I have nothing against India or any other country for that matter I just feel like I deserve better as a customer. They took 900 dollars of my hard earned money and when I call customer service I get hung up on? Something is seriously wrong here.

JennieD · Answer

I wonder if that email actually works. It looks to be very old based on the posting dates. I can't stress enough how sick I am of all these companies claiming to be 'global' when all that means is that they have outsourced thier customer service and or production so they can pay low wages. It's sick that America has come to this and I will never again buy from a company that does not have US based customer service AT NO EXTRA CHARGE. If that means always buying face to face from Best Buy, Frys ect. so be it. At least if I need tech support I can just walk into one of the stores and talk to someone that speaks English clearly and has to look me in the eye. Then they can't dismiss me by transferring me numerous times and hanging up on me. Of course you could seek assistance elsewhere but then you would probably void your warranty. I haven't even received my computer in the mail but I already have buyers remorse and almost want to send it right back on principle.

Beatlesfan94 · Answer

http://consumerist.com/5091557/email-michael-dell

JennieD · Answer

Yes I am aware that you pay for support no matter where you shop. After all it's not their fault if you are not computer savvy. The point I was making is that at least if you buy something face to face you can most likely return it face to face. I am not one that typically needs tech support in fact I can't even remember the last time I needed it but when I buy something from a company, I don't care if it cost me 5 dollars or 5 thousand dollars I expect to be treated a certain way. I expect to be treated with respect and have my issues addressed. These people are being paid to do a job I don't care what country they are in. Either they are not being properly trained or there is no concept of customer service where they are from. The constant transferring, disconnecting, putting you on hold, and just giving you the run around in general until either your warranty runs out or you can't return the item any longer is just wrong. It's shady business. You call, you get someone that can't understand you, you can't understand them. They transfer you to someone who of course transfers you again. Whoever is in charge of customer service in India needs to get their act together. Clearly these people have no motivation to do a good job and why is that? Perhaps because Dell does not care what kind of service their customers are getting at all? I mean obviously they don't care. And for the record the reason I use India as an example is because every time I call I get India and most of the complaints I have read specifically deal with calls connected to India.  And to add insult to injury they will connect you to an US based customer service rep at and EXTRA charge. It's gross.  I take this as a lesson learned and I will never again buy from a company that does not have US based customer service FOR FREE.  I'm talking basic customer service regarding warranty and similar issues not tech support.

ejn63 · Answer

Even those companies like Acer (Acer/Gateway/eMachines) with US-based support limit the support that comes with a new system. The bottom line: the low prices on new computers come with a cost -- if you buy from Best Buy etc., you WILL pay extra for support.

JennieD · Answer

trust me I have considered it but the thought of getting on the phone again with customer service gives me the chills. Honestly I don't have the time or energy for any of this I have sick family members right now that I am very worried about.

ejn63 · Answer

Since you have not yet received the system and are already unhappy, I would do exactly as you propose - cancel the order (or refuse delivery) and buy at retail.

Locked Topics – Laptops General

How to get in touch with Corporate Office

Was this post helpful?