If Dell Customer Service doesn't solve your problem, file a complaint with the Better Business Bureau

It saddens and enrages me when I read some of the horror stories about experiences with Dell Support. If you have to call multiple times for the same issue, if you keep getting incompetent reps, if you keep getting transferred or disconnected...screw Dell Support and file a complaint with the Better Business Bureau. Your blood pressure will return to a normal level, I promise you.

Dell is required to respond to a BBB complaint with a proposed resolution within a few days, or they have to agree to your proposed resolution. This will not be from a lowly customer service rep either, it will be someone in middle management. This way, everything is also documented in writing, including Dell's responses. The BBB will only close the case once you've approved Dell's proposed resolution. You can do all of this online in a few minutes.

I've done this with Dell, Dish Network, and American Airlines, and my only regret is that I didn't know about it sooner.

 

I just made a post in the Dell customer experience thread related to this issue (being given the runaround on a warranty issue). I have been a loyal Dell customer but I think their customer care has really gone downhill. It's to the point where I don't even want to buy their products anymore. I just bought a new laptop but I went with HP instead.

It shouldn't have to take going to the BBB to get results but I know many have needed to do that. So sad to see a once great customer servce company lose their focus in this area...