Hack & Tips for good Dell Customer Service? @dellcares vs phone support?

I need some customer service hacks to get good reps who listen/care.

I've had very mixed results with Dell technical support over the years. For the most part, I dread calling, especially since they've switched to neutered overseas reps. I've had recent success with the @DellCares social media team on twitter.

I have 7 dell/alienware computers personally (not including my businesses computers) and I've purchased warranties with them all, mostly complete care.

Sometimes I'll get a manager who sees my problem through to the end. Other times I'll get disconnections and reps who don't care.

My last issue was with my Dell XPS12 Ultrabook. I went through @DellCares and they actually sent me a replacement computer for a rare screen burn issue. I was impressed.

Before that I used @DellCares to get a hard drive replaced on an XPS m1340 that was 2 years out of warranty, because it was a known glitch in a manditory firmware update that bricked the mobo. Phone support was useless, social media team impressed me.

But now I'm trying to get my latitude e6420 repaired (complete care until sept 2015) and I'm having a nightmare of a time finding a rep that cares. I have complete care and next business day support on this rig. I tried calling but I keep getting the Philipinnes call center reps and they keep disconnecting me. It's infuriating.

I tried @DellCares but they keep switching agents every reply and not taking the time to read the previous few messages ... they promised me that they would send a new SSD hard drive with windows 7 professional installed to fix a lockup issue... I got the hard drive today and it's not an SSD drive and it's blank.

I'm trying to get a hold of a manager or supervisor or SOMEBODY who will see that I'm a loyal dell customer, honor my expensive warranties & give 2 ****s about helping me

How do I get a personal customer support person that I can use to get resolution?

Brad

 

I found one who was excellent, and just used him ever since. Luck, I guess.

 

Hi Brad,

I work for the Dell Cares team and I understand how you feel about different agents replying to your tweets. I can be your single point of contact, feel free to drop me a message on Twitter so I can check the history and assist you accordingly. My Twitter ID is : @MohammedFAtDell, I look forward to hearing from you.

Regards,

Mohammed Fuzail

Client Tech Support Senior Associate

Social Media and Community Professional

Click here for : Order Status / Download Drivers

Reach us on :

Twitter @MohammedFAtDell

 

I shouldn't have open a twitter account just to get customer service. Does anyone at DellCares have an email? I am totally fed up with dealing with Dell's regular customer service to fix an ongoing issue.

 

For the past year I'm trying to transfer the ownership of my Dell Precision M6800 and the problem is that seller don't respond to my messages and I have no proper information for transfer proceed. I own and use this laptop nearly two year, but Dell don't care about it. Owning laptop without the service included in the price and no help in looking for solution... Yeah, definitely no Dell any more. Not worth upgrading from HP in terms of Customer Service.