Who do I officially write to ?

There is a link at the very bottom of the web page called "Unresolved Issues" that you can try. I have used it in the past with mostly good results.

myuniquenameff

If you have a case number or reference number, you could try using the Dell UK 'Unresolved Issues' Form HERE

Regards to the reinstallation discs, you could request replacements, HERE

Bev.

myuniquenameff

I don't believe that Dell UK, has an official mailing address for their Complaint Department, the best I can find is Dell's UK Head Office address, that you probably already have.

Tel: + 44 1344 860456
Fax: + 44 1344 860187
Address: Dell UK
The Boulevard
Cain Road, Dell Campus
Bracknell, Berkshire
RG12 1LF
United Kingdom
www.dell.com/uk

Personally, I would send the letter by Registered Mail, so that you have proof of delivery.

Bev.

Thanks for those links.

I have been advised by consumer watchdog groups that complaints carry more legal weight when sent through the post and signed - so if anyone actually does know where to snail mail a complaint in the UK, then I would still be interested to hear where Dell's complaints department is based ... if such a thing exists, otherwise, I guess I will post it to Dells UK head offices....

myuniquenameff

You specifically asked about a Complaint Department

As mentioned by Bev, there is no such Dept listed address (same for most large companies)

In any case I would NOT recommend including anything like the word “Complaint” in an address

Otherwise like most electronic type communications it will, more than likely, be directed (filtered) to a lower level of the organisation, defeating what I assume is the impact & response you are looking for?

Suggest you address your letter to Director of Customer Service at the address shown in Bevs’ post

Read this recent thread, click here

Hi myuniquenameff,

I'm in a similar situation, except that my m1730 is none functioning, I'm only 7 days into Dell Hell, but this is what I've done since day 1:

1) Record Everything!!!! this is the prime rule, get names, email addresses, record times/dates of calls, as you're talking on the phone write down any important quotes they give, don't be afraid to ask them to spell their names, while I admit the CS we recieve is substandard they generally are polite.

2) Write to the address that was given above, mark it as complaint, send via Recorded Delivery (this is really important, you need that recorded so you can prove a trail of correspondence). In the letter lay out your grievance, then give a "realistic" timeframe in which they have to resolve the issue (from receipt of the letter, which you can prove as it's been sent recorded delivery) in my case I have given them 14 working days to sort it out. Also importanly, SPECIFY exactly how you want the issue resolves, be it replacement (like for like or better) or refund (which will be minus usage, and thats up to you to negotiate and generally they would not apply it).

3) Ring them all the time, insist on being escalated at all times, do not deal with low end guys/gals it's a waste of time, ideally I think you need to be in contact with the Customer Relations Team (they don't work weekends apparently, as I was supposed to be getting a call today (Saturday) so guess I was lied to again!)

4) Persist, you're in the right, they're the ones that are not living upto our rights as UK consumers.

5) RECORD EVERYTHING, see 1)

6) Once your time that you have given them has been exceeded speak with Consumer Direct, explain whats happened, what you've done and the letter thats been sent, and they will then pass it to Trading Standards, and it's funny how fast they tend to get things sorted, but as long as that letter was sent and the time for them to act has expired first, otherwise they won't do anything.

I hope this helps, you have to be agressive in your pursuit of issues with Dell, just be polite to the poeple your talking to as, from experience in CS, I bet their hands are totally tied as to what they can do untill you get escalated high enough.