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@Inspiredron wrote:
No, Rick - it's not frightening - it's plain UNACCEPTABLE.

I told them exactly the problem, Customer support responded politely that it was not their area and gave me a link to tech support. I forwarded the email to tech support who told me to call customer Support on their 0870 number where you pay through the nose while you wait in the queue.

What a way to win customer loyalty !

Agree.  Swirling down the bowl...    www.simplythebest.net/sounds/WAV/sound_effects_WAV/sound_effect_WAV_files/toilet_flush.wav

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@Inspiredron wrote:
How do I get a response from Dell Customer Service/Technical support?

I have a simple problem that two small plastic grommets covering the fixing screws on my Inspiron 6000's screen have fallen off. Customer services referred me to Tech Support who referred me back to Customer Services. I have asked for the problem to be passed on to the appropriate department but it has fallen into a black hole.

HOW DOES ONE PERSUADE DELL TO RESPOND TO COMPLAINTS?

Our church is about to buy a whole raft of new machines for the office (I am IT manager!) I cannot see them being from Dell !

Frightening, isn't it.  So simple, and it's covered by warranty.  I would email Tech Support and ref to the EXACT location of the plugs. 

I am quite happy with my dell products, though I can say I am not fond of the $50 for techinical support that isn't covered by warranty.  Dell needs to create a free phone service for minor issues and questions because I certainly don't feel like paying $50 simply to ask which disk I need to use to reinstall my webcam driver. I am also disappointed by their lack of a formal complaints procedure as Klev13 has said and do think that it would be in the company's best interest to develop one.

I agree so much! I  just spent almost 3 hours and had to call them back several times once because we got disconnected because I made the statement that I bet you get tired of talking to people like me: It went really down hill from there!. If there not there to support thier product then they dont need customers!

I am probably one of the most frustrated customers that they have ever dealt with. They DO NOT care about the customer. I sent a payment to them and the money was taken out of my account by  Dell but they say that they have never received it? The bad thing is that they want me to figure out what happened! And everyone one I talk to tells me something different! This is the worst customer service I have ever had to deal with and something needs to be done. I have been fighting this same issue for months with them charging me late fees! Hey Dell, do you really think that I am going to send you another payment when yall cannot figure out what happened to the last one? We are so tired of trying to talk to them that we are fixing to pay the thing off just to be done with it. The days of the customer is always right is evidentally something that Dell has never heard of. Please please do not give them another dime! 

or else they tell you what you want to order is no longer in production and sell you something lower spec for same money. yet "no longer in production" was a BIG FAT LIE

Apologies if this is not the right place for this message but I'll feel better simply for getting this off my chest ...

First, in a bizarre way it's kind of comforting to know that there are so many other unsatisfied customers out there that I can commiserate with.

Second, I wished I'd looked at this forum before buying a couple of Dell laptops. The first one I bought (Inspiron) in Feb 2008 has just been diagnosed with a faulty motherboard and is not worth the cost of replacing. So that's 550 quid up in smoke (no extended warranty).

I  had hoped that I could either complain or appeal to some nice Dell customer services department about the situation but all I can find is this forum in which to air my grievances ... and I guess nobody from Dell ever looks here either.

Ah well ... I'm at a point where I need to purchase a replacement laptop and coincidentally, a new large desktop PC. I won't go near Dell again and will never recommend them to anyone else.

I'm having my new desktop built by a small local computer shop. They are really friendly and knowledgeable and I know that if I hit problems with my new machine, I can simply walk into their shop to talk about it and get it fixed.

For the replacement laptop .. I'm going to buy Toshiba because they manufacture their own parts therefore I think they will be more realiable.

thanks

 Steve

Hello,

Indeed it is unfortunate and unacceptable that you were bumped from one support group to the other.  Why this would occur, I can't say for sure.  You indicate that your computer is an Inspiron 6000, which means it is probably out of warranty.  So, it is possible the rep were unsure how to assist you with the part request.  Regardless the reasoning, the appropriate thing to do would have been to refer to spare parts.

You would need the following part number.

# H5904 Rubber Bumper for LCD

Regards,