Really sick of Dell Support

I initially received my XPS 15 late November and called them around Thanksgiving day about two issues I was having. The first was that the fan never seemed to turn off and the left side of the palm rest was always warm even when idling. The second issue was that turning the sound up past 70% caused obvious distortion in the subwoofer.

I was told I would get a system replacement within one or two weeks. I specifically mentioned that I needed another system with the same key specs (1080p screen, core i5, 640GB HD, 6GB RAM). The system I received was an XPS 17. Sent it back and got no explanation from the rep other than they decided to send me a better system, because that's Dell's policy (bull).

Another two weeks later, I get an XPS 15...unbox it to discover it does not have the 1080p screen. Called them back and sent it back. System replacement 3 on the way. This time the tech did a little more and spoke with the parts department to make sure all the parts for the system replacement were in stock for my new system.

It's been over two weeks now and all of a sudden my dispatch details have disappeared. I called the tech support and they have no idea what happened. They are going to call me back. My fear is that they will have to put in another request for replacement and it will take another 2 weeks and I'll end up with either the wrong system or a key spec missing.

I have been keeping a log of all my calls and their pathetic attempt at what they call support. Who can I call or talk to about this that actually gives a crap about how much of a failure their tech support is? I tried to talk to "customer care" and all they did was forward me to tech support while staying on the line with me, then disconnected when the call was successfully forwarded. Big woop.

Any advice here?

 

Hey, you could first try for a Supervisor (may or may not do some good).

Otherwise, see this thread:

Contacting Dell

You will find some helpful info in there. : )

 

I would email Michael Dell ([email protected]) and explain your situation. Somebody from corporate should contact you within a day or two to handle your issues.

 

Are you being serious or sarcastic?

EDIT: Nevermind, I see in the thread posted by Cin that this may actually be a promising option. Thanks to you both.

 

Yes, I can also confirm that contacting these "top" people work. But here is the way it goes: you need contact "Dell's unresolved cases" first--which is either customer service or tech support (depends on your case)

link: Dell - Unresolved Customer Service Issues
https://support.dell.com/support/to...outstanding_issues_tech?c=us&cs=19&l=en&s=dhs
Then, if it doesn't do any good then you start sending people like Michael Dell emails expressing your problems and concerns. The email will certainly NOT going to reach these intended people but will be forwarded to "Executive Support Team." And this should be the end of the road to closing a deal for you. These people are very fast and should be able to help you. If you still are NOT satisfied, then file a complaint to the BBB(bbb.org-Better Business Bureau). This should be your last thing to do because of its seriousness and effectiveness. You are guaranteed to be contacted by a very high level support team from Dell.


Good luck