How to reach higher up's when you're not satisfied?

I recently bought a "Refurbished" SXPS 1640 from the outlet. But it came with several specs of dust behind the screen, a dent on the hinge, and distorted speakers.


After spending 30 minutes on the support chat, they setup a dispatch for
replacing the screen.

The next day I tried the speakers and found out they sound horrible. I contacted my previous rep from above and got no response after 3 days.

Then I got a new rep on the support chat, and he wanted to replace the parts in separate service calls. I told him my time was important and that's not acceptable, as he could easily replace both parts at once to avoid two service calls. Then his manager got on and tried to convince me not to get both items replaced in the same service call. I told her that's not acceptable. After a sloww 2 1/2 hours (not lying) on the support chat, they finally agreed to change the dispatch to include both items at once.

Then the tech came to my house. Firstly, he smelled horrid, like 100 cigarettes, and was coughing deep like he was sick and had TB. He was very slow, and his hands trembled so much he could hardly do the job. He then started installing a new screen, but only it's RED w/red leather. I said I didn't order red and this computer isn't even sold with red as an option. He then called Dell and they told him they were out of stock indefinitely of black. So, I had him put the original screen back on. He finished installing the old screen and new speakers after 3 hours at my home, using my dining table as his work table, because of "his back" being bad, he couldn't use any other area. He was very sloppy and sat the screen on his tool box which caused several scratches on the back of the screen!

I won't accept another tech call after that. I only want a new replacement system, or the price of the RGBLED screen refunded.

Who do you recommend to contact that can make this right? I only have 3 days left on my return policy, so I need someone of importance that cares about customer satisfaction.

Thank you!

 

Just return the system. I've heard similar stores about people coming in home and doing repairs. For that matter, apparently, the Dell Depot is a bit of a toss up as well. Since you have a return policy left, I would demand a replacement or return it.

The quality problems with your system (apart from the dust, which seems to be somewhat widespread - clean room for production, Dell?) are not very common. That means replacement.

And for future reference, if you can do any part of the repair by yourself, do so. It's for your (and your computer's) own good.

I've never used this, but here's a link to Dell Issue Escalation/Unresolved Issues. If you don't get a quick reply, be persistent (try other methods), because then they'll get nasty after your return period is up. https://support.dell.com/support/to...anding_issues_care?c=us&l=en&s=gen&redirect=1

 

You could try the suggestions under 'Get Through to Executive Customer Service' here.

But, as mentioned above, definitely demand a refund. Oh, and I've heard sometimes you'll have better luck with online chat support...

 

BBB Austin, TX branch. They contact Dell HQ and someone from higher up will respond. That might take more than 3 days, however.

 

Hey!

Here are 2 options for you

Dell Unresolved Issues:
https://support.dell.com/support/to...outstanding_issues?c=us&l=en&s=gen&redirect=1

Or, contact one of the following *Upper Level Mgmt* at Dell by e-mail!
(The first few should get you a reply)!

Michael Dell
Chairman and CEO
[email protected]
Donald Carty
Vice Chairman and CFO
[email protected]
Ronald Garriques
President, Global Consumer Group
[email protected]
Michael Cannon
President, Global Operations
[email protected]
Mark Jarvis
Senior VP and Chief Marketing Officer
(Dude, You're Getting An Email!)
[email protected]
Lawrence Tu
Senior VP, General Counsel
[email protected]
Susan Sheskey
Senior VP, Chief Information Officer
[email protected]
Andrew Esparza
Senior VP Human Resources
[email protected]
Paul Bell
Senior VP and President, Americas
[email protected]
Stephen Felice
Senior VP and President, Asia
[email protected]
David Marmonti
Senior VP, President, Europe, Middle East and Africa
[email protected]
Brad Anderson
Senior VP, Business Product Group
[email protected]
Jeffrey Clarke
Senior VP, Business Product Group
[email protected]
Martin Garvin
Senior VP, Worldwide Procurement
[email protected]
Alex Gruzen
Senior VP, Dell Product Group
[email protected]
Joan Hooper
Vice President, Finance, Chief Accounting Officer
[email protected]
Alan Lafley
Board of Directors
[email protected] (bounces)
William Gray
Board of Directors
[email protected]
Judy Lewent
Board of Directors
[email protected] (bounces)

Good luck!

Cin

 

Thanks guys! I tried the unresolved form and emailed a few off that list. I'll be calling tomorrow to follow up. If they can't get me a new system, I'll just return and wait a bit.

 

Cin, your the best!!! Your contacts are amazing!!!

 

Hey QA...any updates? I want to hear...*resolve* *resolve*

Thanks

I aim to please!

Cin

 

Ha! Aim to please... fire to please!

http://www.youtube.com/watch?v=lrofxhwgLzk