Dual Charge Dock HD22Q Support

Question

I purchased a Dual Charge Dock HD22Q recently (23rd May 23) and when entering the service tag into My Products on the Dell Support site it appears as "Issue with Support Services" under warranty/support. It should have a 12 month basic warranty. I have tried calling support who were of no use and not helpful. If I try to contact support on the website, phone is the only method offered because of the "Issue with Support Services" so I can't do chat or email.

Can anyone recommend a method of raising a complaint or actually getting to anyone who can fix or even cares? It's been a pretty woeful experience thus far.

Thanks in advance.

filbert · Answer

Click on @DELL-Cares and send a Private Message requesting assistance.

IainMD · Answer

Thanks.  Am trying that now.

IainMD · Answer

Sadly @filbert , @DELL-Cares turns out to be a parody. There was absolutely no care to be found.  Bounced back to sales support.  Dell support, whether aftersales or technical, has no ownership or care for the issue.

filbert · Answer

Can you please provide more detail of what Dell Support said? In your first post you said they were 'not helpful'. Your new post says that you were 'Bounced back to sales support'. What did they say?

IainMD · Answer

1. Called technical support in an effort to get it rectified and was told it was a sales issue. 2. Calles Sales. Was told it was a technical support issue and nothing to do with them. 3. Took to the customer support forums and was told to email a 'smac' support team with the purchase invoice.  No response. 4. Was advised by yourself to contact the very wrongly named 'DELL-Cares' user by DM which I did.  The end result after more hours wasted was, 'it's a sales issue, contact sales'. 5. Asked the sales team, by chat, for a complaints procedure.  Was given an email address. After writing a complaint and sending it I get an automatic response stating that the mailbox isn't monitored. 5. Asked the sales team again for a complaints procedure and was given a different email address. Have tried that. Await a response. 6. Technical support manager came back to say his colleague escalated that I was unhappy with the experience and he would escalate. Asked for my contact details.  Couldn't supply them as the website thinks my surname is a profanity.   That's where I've got to so far.  All just to try to get the standard 12 month warranty to be reflected on the support site.

Brad L (retired) · Answer

Did you get any further updates on this?

IainMD · Answer

Still ongoing and 'Get help now' is of no use.  Because there is an 'Issue with support services' on the portal and Dell show no warranty for this brand new device the option for chat is greyed out: 'Chat is not offered for your product. Please choose a different contact option.' Apparently this is still being worked on but after a month Dell seem incapable of providing warranty cover on their own products sold from their own website.  Great story, magic customer experience, right there.

Customer Care

Dual Charge Dock HD22Q Support

Was this post helpful?