Pro support escalation steps?

Hi, 

I fully understand and unfortunately share your frustration. I, for myself, am also trying to escalate my case with little success (see here).

This being said and to be fair, here in Southern France I did get an onsite next day support (swap of main board) in late April during full quarantine period. But maybe where you live rules are different?

I didn't go that way yet but I guess that exposing your case to a wider audience might get you more consideration (talking Facebook, Twitter and likewise).

Good luck 

You seem to have suffered quite as well from their incompetent support team, however, at least you're received communication and updates from Dell.

So, just last week (while the lockdown is still in force at my location), I was able to get a display panel replacement for my HP laptop. 

It seems like Dell is just using the lockdown as an excuse in my case.

I had raised the service request over 35 days back, and if this is the level of Pro Support (which claims to offer next-business day service), I don't think I'll ever purchase a dell computer for my business from now on.

Extremely disappointed.

Hi,

I had drafted a reply here but it got marked as spam and was simply deleted. Don't know why, didn't use a coarse language or links, but did indeed mention once the name of another Laptop manufacturer starting with H and finishing with P.

Anyway :

I do fully share your frustration here.

My personal impression about the tech team is not too bad, I did indeed, as you said, get regular answers; however they were often lacking real information. On the other hand they walked through an Audio issue I had quite professionally. So, my personal conclusion is that the tech team is quite ok, BUT that their scope of action and decision is quite limited and as soon as they rely on other depts. trouble starts. Took Dell Quality team over a week to agree on a swap even though the tech team agreed on the need and even legal obligations here where I live don't really leave a choice. No swap units available here in Europe, in case of swap they need to launch a dedicated production. For the swap of the main board I was lucky but from the sounds of the tech team member this is not always the case ("See if we are lucky and have one in stock"). Not to talk about Quality control, hope sincerely for Dell that this is a temporary problem due to current CoVid situation.

I do have over 100 laptops from the other brand in our company and also have issues but after sales has always up to now been painless.

I am actually now ok, the spare laptop was delivered out of the blue (according to tracking still in china) BUT had a dead pixel. As I didn't want to go through the full refund battle or a 3rd laptop, I swapped display assemblies myself between the 1st (broken main board but ok display) and the second (all good but dead pixel) even though one shouldn't have to go this way to obtain with 1 month delay a finally acceptable product.

Good luck to you.

Has any found a way to escalate beyond a manager in Pro Support?

After ongoing repeated failures by the ProSupport team, which are too may to go into, I was finally offered a refund which is yet to be confirmed (15 working days apparently!). My issue has been ongoing since early July and it is now nearly October, and is still unresolved and I am still without a laptop.

However, the day after I accepted a refund I was contacted by an 'Advanced Resolution Manager', which is amazing because I spent months being told that no such position existed and escalation was not possible, only to be contacted the day after my issue was resolved. Coincidence much? Or just another punchline in the dark, abstract tragic comedy that is Dell customer service.

Anyway, ask for an advanced resolution manager and they're lying if they say one doesn't exist. My European contact is apparently in the EMEA Support Resolution Team, if that helps.

They might have created that position specifically for you

After additional repairs last year (I think I had something like & swap and 8 on site repairs until the XPS 9300 worked) I was fine until one month ago when the touchpad stopped working from time to time.

3 unsuccessful repairs later and a lot of pressure I finally received a replacement XPS 9310 today (an upgrade :-)) Looking good so far, hopefully it stays that way.

Good luck and I hope your new device is perfect.

Yes, Dell ProSupport is a disgrace and they should be ashamed of the way they treat their loyal customers.

For me, it was a botched repair where the tech left a loose screw under the touchpad (and lost a couple more screws), yet Dell refuses to take responsibility. That has been going on since January and I just recently found the errant screw as I had been using the computer with a docking station after I realized that the touchpad was inop and have been battling Dell ever since.

This past weekend, I opened the computer and found the screw - which of course prompted me to post here and write Dell again. I've gotten a series of "We're happy to help" messages which immediately turn into "you're out of warranty" messages. I finally got a call from Dell today who said "yes, I understand that it may be the tech's mistake, but you are out of warranty now". They said that they would escalate it.

One problem is that they've farmed out all of the phone support to India and they are quite good at reading from the script, but they aren't allowed to actually think for themselves. I always hear the "but do not worry...." right before the message that says "you're out of warranty."

How do you contact somebody at Dell in the US without having to resort to going to my agency's Dell rep - which I'm very close to doing.