Dell "Escalation" contact ? - E4300 issues

Anyone have an "escalation hotline" contact # for Dell?

I purchased an E4300 about 2.5 months ago. When I got it the DVD drive wasn't recognized by the system or the bios. They sent me a replacement drive. Same thing happened. Also at the same time my fingerprint reader became erratic. Sometimes it was recognized, sometimes not.

Called support and they sent out a "technician" to replace the motherboard, DVD and palmrest/FPreader.

After 2hrs he finished and my laptop was TOTALLY DEAD. It was working before but he killed it on the motherboard install.

He tell me it has to be sent back to Dell. They OVERNIGHT me a box (great!) but the return is via FEDEX GROUND (5 bus days).

In any case,almost 3 weeks have passed and it still hasn't been returned. I am really pissed and want to contact someone at Dell to either expedite the repair, send me a new one or send me a refund. It has never worked 100% and now their tech killed it dead.

I'm trying to find some department at Dell to get this expedited. I contacted the "online escalation dept" and they are basically useless.

Anyone with a similar experience and how you may have escalated it?

Thanks.

 

Probably they did a typo on your e-mail and did not get the tracking number, and you were not at home so it returned to the delivery center for a few days and then if you dont' call, they return it back to Dell. My guess is this is what happen. Call Consumer service for help.

You can contact Michael Dell, founder of Dell. You can't go up more than this. Of course, there is a team of people reading all his e-mails, so if you want to be read, here is a tip: make a spelling-free, intelligent, calm, respectful, fair and most importantly formal letter. This letter should explaining in details your situation, with your case number, laptop model, e-mail (yes, you need to specify it in the e-mail, it's a mater of being formal, and full address). All these information should be put or repeated at the begging or end of the e-mail for easy access by the reader.

Here is it's e-mail:
http://consumerist.com/5091557/email-michael-dell

Good luck! But BEFORE you rush in typing that e-mail see with customer service FIRST! You have to show in your e-mail that you tried and were inconvenient by the situation. I am sure it's a simple miss understanding, at 100%. Also, didn't you receive your order number? You should have got an order number that tells you where in the process your laptop is being at.

 

Thanks for the info ..... but you lost me on one point. The box came the next day from Dell by overnight Fedex. There was no email or delivery problem. I sent it back the SAME day I got it (but their return label is for FEDEX GROUND which takes a week to get to them from here). They got it on time ... they're just sitting on it. My gripes with them are:

#1) The "on-site" guy killed it. It was working when he got here and dead when he left except I couldn't use the DVD or the FP reader.
#2) The return label (back to Dell) should have been "next day" not ground (7days) since I paid for NBD service the LEAST they could do is send me a next day label.
#3) I'll have had no laptop for over 3 weeks when they finally get it back to me. So much for NBD service I paid extra for.

 

I was talking about the new laptop, if they sent it.

Don't blame the guy, a laptop is very complex in a small area, and these dam small connectors are a pain to connect (I opened many devices and system, I know). At the factory, you don't have 1 person building a full system, you have 1 person that puts the motherboard in, another puts the screws, another connect 1 cable, another connects another cable, and so on..
At force of doing that all week/month (they usually move people around, for change) you get very good at it.. of course for THAT laptop. Your technician is no Latitude E 4300 specialist, he must remember all the tricks for every Dell laptop.. and possibly more laptop/system as it's just a contracted firm, which offer this services for businesses.

100% normal. Why would they pay super fast shipping if they are not in a hurry to get it. Remember that they know the tracking number, they see if the system was shipped or not. And I am sure that Dell has so many systems that FedDex can diliver to them under 7 days.

See what I said on point 1. I did change too my motherboard on my E6400, and I had a similar problem, it ended being fixed as 2 connectors was forgot to the plugged, and the others were miss connected, despite looking as their were connected perfectly. But, sadly, one of the pins of the connectors for the touchpad was broken (it's a stupid think and small cable), so Dell build me a new system. While they build me a new system, I was using my laptop with an external laptop mouse which I have. I purchase my laptop new. Dell told me 15 days for the new one, but I got in 4 days in front of my door. I tend swap the HDD's (will the permission of Dell) and send back the old one with the new HDD, avoiding me to re-install everything.

 

Gotta give credit where credit is due .... finally got back my E4300 from "depot" (see original post). They forgot to put the Bluetooth card back in and the case was assembled back together terribly. That was the bad news.

Good news was I emailed "Michael Dell" since this thing was tied up for 3 weeks and had issues from Day 1 and get a call from the escalations department within 3 hours. To make a long story short they are building me a BRAND NEW 2.4ghz E4300 (my original was a 1.9ghz machine from the Outlet). Should have it in a week or so.

 

Great! I am glad that the e-mail provided still works, and you got a very good offer. I am sure you are really please with this decision, and worth the trouble.