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14869
February 28th, 2014 15:00
How do I contact Dell's corporate office? Please help?
Hello. I have been a dell customer for years. I actually always had great experience until this afternoon three ( yes three) hours combined between chat and phone calls with Dell Support .
I have a dell Streak 5 that will not start. I have already had it replaced once ,and every time I chat with or call support they give an excuse about not finding the records for the device. I have returned the device once because it was defective under warranty. I have both service tags, old and new. Now they say that both phones were returned to Dell. Which is very strange because I have the original box, receipt...and a phone with a valid service tag! Last supervisor I talk to, had me in the phone for a long time to tell me to go online and find instructions on dell.com/support. I write software for a living, and I have some experience about cables, connections, batteries and computers. I already followed all possible steps, installed ( and uninstalled) all possible drivers and software versions, tried hard and soft resets.( buy the way, I have 2 cables , and two perfectly charged batteries)...and this supervisor last resource was to tell me that device is too old to be supported because I bought it in 2010.
So according to dell customer support philosophy, I should trash my car, because is 2007, dump my 1986 girlfriend, and cease existing because I am "old"? I will like to contact someone that can take a little bit of responsibility and provide some technical advise. I wanted to let someone know at corporate support that this has happened so it doesn't happen to someone else.
Thank you.
Jcink
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February 28th, 2014 19:00
I don't understand how the device is still under warranty since you bought it in 2010. That's 4 years later. Do you keep renewing the Dell warranty or did they actually give you a warranty THAT long? If so then they are obligated to give you a new or comparable phone. I'm just kind of surprised.
Comparing a smartphone to a car isn't really the same or a fair comparison... surely you understand how fast computer hardware has changed from the early 90s upward. I remember when there was a time that if you bought a new computer, 1 or 2 years later you couldn't be sure that it would work with everything out there. Phones are going through the same phase.
Unfortunately, mobile phones change too fast fast. From looking at reviews of the Dell Streak (I'd never even heard of it) the phone wasn't too well-received and had a lot of bugs and problems.
Anyway, good luck, because no matter what if you're still under warranty you are owed a replacement.
CLAUDERAUCH
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March 1st, 2014 03:00
I CANNOT REGISTER ME
JCFernandez
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March 1st, 2014 07:00
The device is not under warranty. I am not asking for a replacement, nor service. I only needed some diagnostic or some real help, not technicians or managers putting me on hold for a full hour to tell me to go to Dell support online, which I already did and they were aware of it.
Regarding computers, if you are a follower of the "Here is my newer faster, better, shinier" product, good luck. I configure my own Linux or windows machines so I don't have to invest on hardware every 15 minutes or 2 years.
The reason why you never heard from the Streak is very simple. They were heavily market overseas( eg. UK), they never sold in the States because they were on the market for only 3 months and the big cell providers did not want to risk their stone age marketing programs in something new that was not Apple. Now look around you and tell me how many people are using screens under 5 inches. Device wise, Streak was not worst or better than any android.
Thank you for the good wishes, I appreciate it.
Jcink
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March 1st, 2014 16:00
I'm actually the opposite. I don't agree with today's "buy it new every year" or every 2 years mentality. The desktop I have is 6 years old now and I can't see myself getting a new one any time soon. It has 8GB of RAM in it with core i7 - what do I need more for? My desktop PC works just as well as when I bought it. I bet I could still have this desktop in 4 years from now, and 10 years is a long time... I can't say that for a lot of the phones that have come out today.
My phone is an iPhone 4 (yes the original, not 4s) and works fine and does what I need it to do, so I haven't upgraded and won't be doing so probably for another 2 years.
However, I'm not going to lie - the phone has showed its age, while my desktop really has not. It's not as fast as the new iPhones or androids. It's definitely slower with playing video, it lacks LTE, etc. Apple is kind enough to provide long term iOS support but mobile device tech changes so rapidly that a lot of the animations and features like siri aren't supported.
I expected this when I bought it though because mobile device tech is rapidly changing at a rate of significance, unfortunately. Companies make these phones with that idea right now too which sucks, and they get away with it by dropping support with software upgrades or the processor just isn't good enough etc.
And now I see - I thought this was a warranty issue of sorts. Dell is bad with this now and has been for a long time in my experience. If you're out of warranty even by a month or a week on a device, they won't help you out very much. They just tell you to go online and basic things, otherwise you need to buy support. :/ You're a waste of time to the ones on the phone. Sad but true. Maybe someone in this forum will reach out and help you here, the forum guys are really great. I would also try @dellcares on twitter.
JCFernandez
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March 4th, 2014 06:00
I agree with you, as long as things do their work, why invest on newer. Constant feature creep (or defeauturization to the point of usefulness in some cases) on OS's and apps result on code bloating that renders hardware sluggish or useless after certain period. ( Sorry, I made up those terms). To the credit of Dell, they contact me on this regard and they escalated the ticket. I will keep thread updated if they find a solution.