Please Help!!!!!!

I have been having complete awful help from not solving my problem from dell representatives. The rudeness has been unreal, I have had a representative yell at me, I took care of that and reported him to his supervisor. Its been almost three weeks and nothing has happened. This is all that has happened basically, My laptop screen has been messed up for several months and finally I convinced them that it needed repair. When it arrived it was unfixable and I had to pay for the part (even though its under warranty for another 6 moths) I called and told them that the part needed to be refunded or I wanted my money back for the computer. Two weeks passed when I was supposed to receive a call from a Senior representative. So I called 4 days ago and told them I needed a answer to my problem now. They said they would be unable to for the reason being that a Senior Representative is taking care of it and I would receive a call with 24 hours or less. Well that was 4 days ago no call still unanswered about the whole ordeal. Is there a contact number for the main office or something???? PLEASE HELP - Thanks

 

Assuming you are in the US, use this link: https://support.dell.com/support/to...lcare/outstanding_issues_tech?c=us&l=en&s=gen

If not, go to your local Dell.com page and select "Unresolved Issues". It is located at the bottom of the first page, in the middle.

This is a group that handles complicated issues.

 

I have done this and they gave me a senior representative and he still has not contacted me in 2 weeks. I have called three times trying for him to contact me.

 

bad time of year to try to get any dell help, i too am in the middle of an escalation case but i cant seem to get any traction because of the holidays...

 

It looks like you've worked your way to the top of the totem pole at Dell. Your next step should be to file a complaint with the better business bureau. Because Dell is an accredited member, it is required to respond to your concerns within a certain time frame, or it will lose its accreditation (which it pays for). A neutral BBB representative should compel Dell to propose an equitable resolution to your problem.

That's the way it's supposed to work, anyway. I'm sure that results will vary. I currently have a BBB case open with Dell and have yet to get a response from them after nearly two weeks (granted, it is the holiday season, so I'm not pointing any fingers just yet.) The BBB's guidelines give them one more week to respond to my issue. Dell doesn't owe me anything, and I'm not requesting anything from them, my complaint was really just a detailed account of a horrible customer service experience, but they are still obligated to at least acknowledge my complaint via the BBB, which they still haven't done.

I can't say from experience that it will get results, but I think it's the best course of action for you to take at this stage. Good luck!