RELATED: How To Launch An Executive Email Carpet Bomb
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I just tried to send a complaint to all of the addresses listed above and they are ALL bouncing. Great customer support, Dell.
]]>Brian Gladden replaces Donald Carty- brian_gladden@dell.com
Erin Nelson replaces Mark Jarvis- erin_nelson@dell.com
]]>Donald Carty
Mark Jarvis
Susan Sheskey
Martin Garvin
I work at Dell and have to say that while we aren't infallable we are trying hard to quickly resolve any issues -- and also try to make it easy to contact the right people. Here's a good general link to get questions answered and problems fixed:
And IVEALWAYSGOTMAIL above is giving good advice. I've seen how the people at customer_advocate@dell.com work with customers, and they are some of our best tech support and customer care troubleshooters.
]]>I have used This email address to take care of issues that i had spoken to countless supervisors about, I would use this only if you have exhausted every other normal route of solving a problem.
I have given this to Consumerist to add to the post.
]]>Tech support is designed specifically for script-trained grunts to weed out the "It don't work!" crowd. You can follow the script for a few minutes and escalate, or you can spend enough to justify a higher tier tech from the start.
Remember the print up there, this is a last resort. When all rational and reasonable attempts at fixing the problem have been exhausted, and you are being positively stonewalled on an issue that you are certain you can demonstrate is their responsibility to fix, that's when this comes into play. Any sooner than that, and you're only giving them reason to bunker up away from the public even further.
]]>As you can imagine, from that point on, the difference in attention paid to you will vary wildly. Since working for them I have always had superb service from Dell, but only because I've dealt with them on the corporate level, and they have dedicated account execs to handle escalations, etc.
I would expect that the home consumer isn't going to get very far by this Carpet Bomb strategy. You'll just get shuffled over to the CSR/TSR queue appropriate to your segment. That's the policy. Will some kind-hearted exec take exception to the policy? Who knows but I seriously doubt it.
]]>@BigNutty:
Just a tip for others, your LAST RESORT should be threatening legal action. Once you mention you may sue most reps won't talk to you and direct you to the legal department.
...and you thought you got the run around before dealing with them....
]]>What I have to say about Dell from my experiences in the past: As a whole, the company's customer service policy is better than most in the industry. The problem is that the people they hire are, without a better term, idiots.
When you have a problem with them, the Dell reps are all really nice (and I've even had them call back several times in the next weeks "just to check in" and make sure I was satisfied with my repairs) but to get real answers or a real solution ESCALATE. You don't need to go to the Executive level (In my case I just got the run-around to a couple different departments) but eventually you will get high enough to get someone who can give you answers.
]]>judy_lewent@dell.com
and:
alan_g_lafley@dell.com
Reply with mail delivery errors, so you may want to take them off your list.
PERM_FAILURE: SMTP Error (state 13): 501 #5.1.1 bad address
]]>When I get the "runaround" from any company, I've found that a certified letter addressed to the legal department, explaining my problem including a threat to file a small claims case, works best.
]]>the reality behind it is the person will look to see who received the email, and ignore it if it got to the right person in addition to being sent to them.
@Xerloq: I don't know any CEO of a major company who actually checks their public email address. most have staff members check it then forward to their internal address. people like bill gates changes his address frequently to prevent it from getting leaked.
]]>But I have to call in about the covers of my USB drives falling off, so I'll be bookmarking this list for sure in case things go badly there...
]]>Timely post! I am dreading the fact that I have to call Dell tomorrow due to a problem with a laptop. I'll keep this handy.
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