How do I escalate a complaint?

Angela, I'm sorry to hear about your unpleasant experience. This is a user to user forum. We can try to help you with your hardware or software issue, but you did not include any details as far as your operating system or model, so I do not know where to begin.:emotion-15: Perhaps with more information, we can direct you to the appropriate forum.  Here is the form for Unresolved Issues, if that helps.

Bugbatter

Thank you for your response. Unfortunately, it is not a technical issue. In the last 5 days, I have attempted to order two dell xps laptops. During the checkout process of my first order on 11/29/2010, I applied for a dell preferred card and requested the card be charged first and the remaining amount charged to my debit card. This was an online purchase. Later, I received an email stating my card would not accept the charge. Dell charged the entire amount to my debit card; despite,completing the online checkout request giving me the above option and asking if my second card was a debit card and entering the limit. I called customer service who transferred me to dell credit department; however, they could not help because the order was split between two cards. Consequently, I was transferrd back to customer service who could not find any information regarding my dell card and recommended transferring me back to the credit card department. I explained that I had already done that. I asked the person at the customer service department to remain on the line and explain the situation; she agreed but did not follow through. After going around the lope four times one supervisor at customer service stated she could not accommodate a three way conversation with the credit department because of privacy issues.. Finally, I cancelled the order and re-ordered the system yesterday. The same problem all over! The customer service department can't access my dell card information; and therefore, can't charge to that account. The credit card department can't split the charge. Yet on checkout all these options are available, and my request ignored as all the charges are made to my debit card. NO ONE appears to care or will go beyond their job description to recognize the glitch and help resolve problem. I was offered a discount to keep my second order which could not be placed because customer service could not access my dell card. This is mind boggling and disturbing. If this is typical of Dell's service I will take my business elsewhere. I could have increased the limit on my debit card ,but what would have been the point in applying for a dell credit? The clincher is now they are giving me the run around so I will not cancel the second order which I requested and was kept on hold and finally a dial tone.

The customer service department can't access my dell card information; and therefore, can't charge to that account.   The credit card department can't split the charge.  Yet on checkout all these options are available, and my request ignored as all the charges are made to my debit card.

In my experience I have not found it typical of Dell's service, but I usually try to keep things as simple as possible so that there aren't too many departments involved. I know what I would do, but I'm not going to advise you per chance it would complicate things. I'll see if I can send a Dell Liaison to this topic who can give you some suggestions. They probably won't be checking in here until Monday, so it might take a couple of days. Thank you for your patience. I can understand how this would be very frustrating.

I had to hunt for this one myself. We ordered 11-29-10 and order never changed from pending. Never received second email showing customer number and shipping info. Contacted Dell 12-3-10 was transfered to over 5 people (supposedly from customer service) call lasted over one hour. Was first told no such order found, then told order did not go through, then told we could reorder but would not get sale price. (WAS ON SALE $1,000. OFF PRICE) We complained it was Dells fault not our, was finally guaranteed that original order and price was going to be put through. Was refused a reference # of phone call, customer number, refused to give us and Dell employee that was helping us from Sales Dept. (3 way call). Order still shows either no such order or shows pending just as before....My credit card company told me Dell sent them a bill but the amount was marked $0.00 so naturally no payment was made. Dell would not even check this problem at all. Why doesn't Dell realize they are loosing customers.