After reading your post I can tell you that I understand your question and the experience you have had. I have tried just about everything to reach Dell escalation --- like snail mailing Michael Dell at Roundrock and emails. At the very least I would have appreciated a response thus indicating some type of acknowledgement.
Are you able to provide me the details of where you "snail mailed" that letter so I can do the same.
It is simply unbelievable the lack of quality of Dell's customer service.
Perhaps we can do something about this.
I had the worst experience with Dell that I have ever had in my life!
I ordered a brand new laptop two months before my online college class started. It was supposed to arrive in 2-3 weeks. Every time the ship date approached, the ship date would get delayed. I called Dell every time to ask about the delay. Every time I called I would get transferred from one department to another, to another, and then back to the original department. I was literally hung up on when I asked for the manager, and was repeatedly told that there was nothing anyone could do and that no one had any detailed information about the delay. I constantly encountered people who were unable and unwilling to help. All I wanted to do was find out exactly which part was holding up the order so that I could upgrade or downgrade or just cancel the order and order a whole new system without the offending part so that the laptop would ship sooner. After spending hours on the phone over a period of many weeks with more delays, I finally spoke with one or two people who actually spoke English and they looked up the exact part that was holding up the order. Dell?s new estimated ship date of the laptop was now well beyond my first day of class. It was also too late to change or place an order for another new laptop and get it before class started. I ended up having to order a refurbished laptop and cancelled my order for the new laptop. The refurbished system and the new one were exactly the same in every way, and yet the refurbished one cost MORE than the new one!
I snail mailed Dell a detailed letter. I received a call from their top most escalation department. After thoroughly going over the details again, they thanked me for the response and promised me that my input would help improve Dell. They refused to give me any money back (I was asking that they reduce the cost of the refurbished laptop to the same price as the new one I originally ordered). They said they were not allowed to give any money back or give any free items or do anything else because it was against company policy. I told them what they could do with their company policy. I then received another call from them promising me a 16 gigabyte flash drive (which I never received). I still wasn?t satisfied. I then received another call and they decided to send me a $50 coupon, which I received by email. The catch is that the $50 coupon is only good if you spend over $50. At this point, I wasn?t going to give Dell one more dime.
You would think that was the end of the story. No. After receiving the refurbished system, I had to call the Dell repair department almost immediately because it had a defective power supply. After another agonizing phone call they shipped another one to me. One month later, the screen of my laptop was having problems. It would suddenly turn to static and then turn to black (off I assumed). The screen wouldn?t come back on even after rebooting unless I waited about 20 minutes before trying. Once again, I called the Dell repair department. I explained to them that I was in the middle of taking a college course on line and could not simply ship my laptop back to Dell. I also briefly explained the problems I had in the recent past with Dell. I asked for them to choose one of several options: 1. Send me a replacement, so that I could transfer my files and continue taking my class. 2. Send a repair technician to my home. 3. Tell me where I could go to get it repaired locally. I was refused on all counts. I was told that my only two options were to pay them $69 to upgrade my warranty, and have a repair technician come to my home, or to ship it back to them for repair. I asked for the manager of the department. After being on hold, I was told that he was busy with another customer and was promised that the manager would call me back within two hours. He never called back, which isn?t the first time I wasn?t called back by Dell.
I used to love Dell and have purchased many Dell computers over the years for both personal and professional use. After this experience, I will never purchase another Dell computer.
I have to ask- Is anyone else experiencing similar problems with Dell?