Talked to Dell Executive office...

I wrote these posts in another thread, but I figured others would be interested in seeing them without having to search. It was in response to "how do we contact "higher ups" at dell?"

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September 5, 08:07 AM

I don't know how I did this, but I just kept asking for "your supervisor", and eventually the lady said:

"Um, sir, the next up is the executive team. We can't do that."
"Lady, Dell seems like they're building NASA's Challenger or something... I ordered my laptop July 24... you're building a ****ing laptop. Make it happen."

Then she wrote this email, and an hour later I got a call from "Dell's Executive Office".

I was playing golf at that time and they said they would call back today at 3pm. The way the guy talked, he said, "We have been having a lot of complains obviously, and our Executive team would like to hear about your situation". It sounded like I was going to be in a conference call or something with the way he was setting me up.

Lets see how it goes... regardless, i think I'm going to go pick up an HP today, unless they can make magic happen.

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September 5, 10:53 PM

Well I actually got to talk to people on the executive team. There were 3 individuals.

From my latest ESD (Sept 26), they said they could have it to me by Sept 17. They said my laptop was being made in Malaysia. It takes about 5 days to get to Tennessee and from there it will ship out. Apparently mine JUST arrived in Tennessee.

Anyways, I asked him about people ordering more recently (similar specs) and them getting their laptops before us. I said I was sure this was happening, and it was probably to keep those customers happy and those that are unsatisfied stay unsatisfied. His response? "I'm going to be blunt with you... we do that."

I'm to get a call Friday. I actually was going to go out and buy an HP laptop today, but the model I want is sold out and they're not getting more in. Dell got lucky this time.

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I have no choice but to wait now for the laptop. I'll give you all an update on Friday if you like.

 

Hmmm... let's examine the logic in this: Keep unhappy customers unhappy, so they probably will never purchase a Dell machine again. Other 'happier' customers may return, but if something goes wrong with their orders in the future, just keep them unhappy as well, thereby ensuring that they, too, will never purchase another Dell machine. Wow.

Why am I not surprised then that Dell is bleeding away market share to the likes of HP, Lenovo, and now even Apple.

 

Keeping unhappy customers unhappy?

Yikes. I'll have to pretend to be happy then so they'll keep me happy.

ROFL

You should know that the reason they take so long is that Dell Laptops are all individually handmade with human tears.

Titanic videos and chopped onions aren't working so well anymore.

 

LOL

Quality products.

 

well ive been unhappy and they had better be getting me my 1520....

 

z, the whole Dell executive team must know you by now- looks like you've had a crappy experience from the start. Reps to you for good luck, as well as to OP for a good post and interosseous for making me laugh.

 

ive actually hit boxing stage now.. hopefully this (the fourth one) will be the winner

 

Ive heard the theory before and have had a friend hum and haw but not deny it when I brought it up to him. His response was that those that happened to be in that 'boat' were or had opportunity for compensation to ensure they were happy in the end.

Other than myself, I know of several that were very well looked after and, although I know this doesnt stand for each and every case, it is correct to an extent.

I believe the initial batch of us that were stuck was a situation that Dell could not rectify as other orders kept running us over.

 

i know i have BEEN MORE THAN COMPENSATED.. so i can not say a single bad word until i get my new machine.. if there are issues (which i really hope there is not) then ill open my mouth again, but as of right now.. i cant say much for the reg csr's except the one im working with right now but i can escalations def more than took care of the situation for me...