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Need Help - How do I escalate my customer issues to a Dell Manager?
I own a company, and purchased a Dell XPS 15 (i7) on April 3, 2016.
The hard drive failed in late August 2016, and I was instructed to send the laptop to the Dell Depot. Long story short, they lost my laptop - and sent me a refurbished machine. In hindsight, I should have demanded a refund instead of allowing me to send me a refurbished machine since it was their error.
3 months later, the Dell lap top stops working again - and I send to Dell Depot again. This time they say the motherboard, the RAM and the SSD are defective but that it was due to a spill and it would cost $469. I tried repeatedly to contact them by phone - finally agreed to just pay for the $469 repair because they held my lap top "hostage". But, they did not have the parts to repair this brand new computer and told me that I should check back in a month.
So, they shipped my laptop back and my laptop is sitting in a box now that they returned it - and I am trying to figure out my options.
Yesterday, I tried to call Dell support and escalate to a manager. I was repeatedly lied to in regards to a manager would call me back. When I asked for Dell ID numbers for the people I was talking to, they refused to provide me their Identification code.
When I called a local repair shop, they starting laughing about Dell and advised me to just start over - and buy a new lap top from a different company.
When I look online I see reviews of 0 star and 1 star for Dell repairs.
I am now posting to this board to figure out what my options are. I have a $2000 lap top that is less than 1 year old - and it is literally sitting in a box.
Is there anyone I can escalate this to?
If so, how - and in what manner can I contact them.
fsoltero
2 Posts
1
May 29th, 2017 11:00
Let me join into the fray:
Less than 60 days ago I received my brand new XPS15. It was love at first sight and I was excited at all the possible productivity enhancements I was going to realize with such a powerful machine. Two days ago I started receiving a message that machine wasn't able to recognize the power adapter properly and it would affect charging. Then the machine died. I promptly called tech support and they informed me that I would have to ship the XPS 15 to depot to get it fixed and that the turn around would take about two weeks. TWO WEEKS of being without a top of the line machine that I expected to last me for several years without a glitch. I upgraded the warranty to premium support and called back. The technician kept suggesting that I send the machine to depot (over 6 references) as if they sent a technician to repair the machine he/she might not have all the necessary parts. When I asked the technician and her manager what they were going to do to compensate me for my lost time they said they couldn't do a thing. Further they refused to send out a new machine instead of attempting to swap out the motherboard and RAM.
Now this is a really sad turn of events because at one time the name Dell had meaning. It was about quality and customer service. This is obviously no longer the case. My calls were first routed to the Philippines and then India instead of a tech facility in the United States. The staff at these locations are obviously incentivized to keep the costs as low as possible regardless of the customer's needs and the price paid for the premium support contract. When asked to be escalated to an American support specialist I was advised that this was not possible. Frankly after this experience I will never purchase a Dell product again and will recommend to other's within my circle of influence that they do the same. As a consultant and specifier of computing hardware to large organizations I will also communicate my misgivings related to Dell products. Companies succeed or fail based upon their reputation within the marketplace. Anger enough clients and your business will contract substantively.