How can I speak with a supervisor?

I bought and paid a laptop in July and I am still fighting with the customer service.

There is no way to deal with the person who seems in charge of my problem. I asked several times to speak with a supervisor but everytime I have been told SUPERVISORS DO NOT SPEAK WITH CLIENTS. I faxed them 3 times a complaint but I still have no confirmation any supervisor has seen my complaint. I honestly beleive he is getting the fax and throwing it to the trash.

Is there a way to get in contact with supervisors? Do they send a confirmation when recieve a complaint? Is there a list of supervisors, managers... with email or faxes so I can send my complaint to them? By the way I am in Spain.

I am sure this is not the way Michael Dell wants to run his company but if he is unaware of how some people behave...

 

what seems to be the problem?

 

Supervisors DO speak with clients.

Remain calm and collected......be polite, and insist that you will need to speak to a supervisor. If they come back and again tell you that supervisors don't talk to clients, politely tell them that you find it unacceptable and you insist to be put through.

Eventually you will get someone. Sometimes you just have to be really persistent, however at the same time remain calm and don't get angry.

 

U should have a case number which HAS to be actioned.

 

yup ask for a case number. informed the rep why you want to speak to a supervisor. and remember, be calm!

 

And do it via a chat window so they will send you a transcript of being told no sups. I have never had a problem getting a supervisor, might take asking 2 or 3 times and saying it's unacceptable that they will not let you talk to a supervisor but you will get through.

 

Never chat...ever...ever...ever... Only speak with someone in your Regional area. the numbers are available for that. You need to ask others what they are. Are you in Canada because I have them for Canada.

Next. Get the address for Dell Main Office in Round Rock and courier a polite customer complaint. Watch how fast it is resolved then...or...

on the website is a selection for unresolved issues. Have you tackled that yet?

There are plenty of avenues; they just need to be followed.

 

His first post says hes in Spain.

 

Dell's Tech Support Policy is that if a customer "Escalates" and demands to speak to a supervisor (Level 2 or Coach as Dell calls them) that they are required to get one for the customer. Now, this is to say those are the rules for Techs on the phone. Chat is a different story since chat agents are usually only managed by a manager and no "Coach" in many cases.

Now, if you were demanding to speak with a manager, then yes, the answer is true in that managers do not speak with customers. Managers are not techs or customer service people, and could not find their way out of a brown paper bag. Managers are people supervisors and are content to sit in their cubicles and put pretty little graphics in e-mails and to have impromptu meetings with eachother, or to come up with nifty little ways in which to make themselves feel better like trophys and awards to be put on the manager's desk if their team does well in performance/stack rankings. Who you want to speak with is a L2 Tech or Coach.

As was also said by a previous poster, there is also the "Unresolved Issues" section on the Dell Support Site. This goes to a special department called REC (Resolution Expert Center) which is basically a group of customer service reps who are authorized to replace your computer or issue refunds, coupons, etc for your trouble. These are the ONLY people I would deal with if I could not get an issue resolved by speaking with a Level 2 on the phone.

 

Finally I was contacted by a Level 2 or Coach, as very well described by Dark Jedi, and got a fast solution. I am going to have a new one by mid-december, almost 5 months, but I hope to have a happy ending.

The person who had been in charge of my problem told they don´t have supervisors and managers don´t speak with clients, but it seems the fax worked. It took a week since I sent the fax but it worked.

I always treated customer care people with respect and stayed calmed but firm all the time. I wonder if I would have get a solution before shouting at them but I am not going to change the way I behave and I honestly believe this would not worth it.

 

I commend you on your patience...a lot of people would have given up by now...

 

I just received the new latop. It was expected for mid-december, 6 weeks in advance, that´s good. I suppose they told me mid-december just in case but they did their best.