dell executive escalation

does anyone here have a number for dell executive escalation department or even an email address for someone higher up in dell?

when i bought my laptop the sales chic told me that i can OPEN my laptop and install a internal tv tuner.... so she sold me one from dell.

I thought it was strange, so after i bought it i sat on it for a while since i didnt wanna risk opening the laptop and i was also too lazy to really bother installing it.

I found out the component she ordered for me was wrong, its a internal TV tuner for a DESKTOP computer not a laptop.

I called and spoke to some guy from dell who said he will get me an answer on this in 3 days, never heard from him again.

since this tuner is still in the box and I did not open it, I wanted a refund regardless how long i had it (4 months).... its not my fault that when I finally decide to install this thing at my leisure its the wrong damn component.

does anyone have any contacts in dell that actually speak english and actually cares?

 

umm no? You chose to buy a Dell, therefore you chose to deal with the hardworking support in other countries who get paid terribly. You can also try emailing Dell.

And by the way, chances are "English speaking people" care less than anyone else.

It seems a bit odd you let a Dell rep order something for you without even seeing what it was. You just said you wanted a laptop tv tuner and gave her your credit card info...and just noticed 4 months later that she "ordered you" the wrong hardware? Seems a bit off to me.

 

Actually there is someone higher who can help you out, why dont you give them a call, you will have to talk to customer care, i dont know if they are giving you a refund or something since its been 4 months or so, so i dont guarantee you anything If an agent is not able to give you a resolution ask for a suvervisor, if they do nothing about you ill send you a link where you can contact a higher level service.

 

how in hell am i supposed to "see" what it is when its ordered over the phone genius?

 

I know this is an old thread but thought I'd post this. If you have been given a Reference/Case Number from an issue you have already contacted Dell about, but has not been resoved to your satistfaction, you can use the Unresolved Issues form on their website.

In Canada that form is found here:
http://support.dell.com/support/topics/reftopic.aspx/gen/ccare/en/ccare_outstanding?c=ca&l=en&s=gen

It can be found by going to Support Homepage > Customer Service (from the side menu).
On the right hand side of the page is the Unresolved Issue Link. Look at it here:
http://support.dell.com/support/topics/global.aspx/support/order_support/order_support?~ck=ln&c=ca&l=en&lnki=0&s=gen

This form usually gets you to someone a little more helpful than your joe average tech support at Dell. And in my case I used it several times for the same issue and eventually was able to come to a satisfactory solution.

Hope this helps.

 

I had damaged my laptop by dropping it over the summer, but I had accidental damage protection. They then sent it to the depot and they didn't replace what they were supposed to, and then sent a tech out 3 different times to replace my screen and motherboard, and each time he either received a bad screen from dell or damaged something else in the process. The reps definitely did give me the run around, but the executive support guy was very helpful. I thought it was funny that right after my phone call with the executive support, the other support rep called me back. This was after he couldn't call me when he promised for days.

 

Has anybody ever gotten a response from any of these people mentioned in the list.

 

Worked for me, got a respone on a saturday after a latenight friday email

 

You will only get someone in their rapid response, or escalation department. Not sure if they even get their emails directly without being filtered by their communications department, ie Secretaries.

Ordered a Dell Mini9 in Dec. won't arrive until Feb. 16, but I was quoted Jan16. So I contacted them through the email addresses. Turns out that Dell is having a hard time keeping with the Dell Mini9 Demands.

Ordered a Dell Inpsiron 1525 on Jan.16/09 got confirmation of shipment by Jan.29.

Emailed Micheal Dell, got a call the next morning about the issue of delayed shipments from the previous laptop I ordered in July2008, which arrived mid Oct. of 2008. I made sure they knew I needed repairs done on my Dell XPS M1530 and I need it to be sent to the depot, but I want a replacement so I need my order of the Dell Inspiron 1525 right away. They quoted me it was already in shipping status and should arrive early, Jan 27, was shipped out Jan 23rd. Hmmm guess it works or is the Dell Inspiron such a hot item that they make sure they make tons so in case too many people order the same thing.

Gary.

 

currently fighting with dell over a laptop replacement. my old laptop was an inspiron 6000 with 2gigs of ram, Xp Professional, 100gig 5400rpm hard drive, 128meg graphics card and most importantly a 1920x1200 screen

what it has been replaced with is a studio 15 with 3gigs of ram, a 250gig 5400 rpm drive, 256meg graphics, Vista Ultimate, and a 1600x900 screen

The top of customer service has told me that this model has the same functionality and performance as my old one and they can't do anything for me.

Of course that same terms of sale that he quoted also says I have to go to binding arbitration over the matter and that dell will pay for it.

I've got an email in to Mr. Dell (CEO) basically asking him to take the cheaper path and make me happy. Here's hoping he views it my way.

On the off chance the man doesn't get back to me, I'm having trouble figuring out who I need to contact at dell to commence the arbitration process. They have to pay for it, but having read the arbitration rules mentioned under the terms of sale, filing arbitration papers come with their own fees (which dell should pay for) and so I don't want to have to put out any money on this.

Thanks!

 

do people actually expect executives of large corporations in general to reply to customers on a personalized level?

im not saying they shouldn't. but its as silly as some apple geek emailing bill gates or something with the microsoft email expecting he would read it. Im sure he gets many of those. Or similarly some windows geek emailing steve jobs on their apple email.

 

in my experience with dell it seems someone reads them but they get kicked back down into the customer service chain without regard to the content of the email.

I have had different experiences with different corporations. In this case, I've moved on to Dell's legal department and and fully prepared to go to binding arbitration under dell's terms of sale. This of course will cost them $2500...over a laptop that probably costs them $600 *shakes head*

 

how do you do that? youd be wasting money yoruself ar eyou not? both sides wasting money except they are much larger with more money and resources

 

The Executive E-mail Addy's will get you a reply..Usually the first 5 is all you need to do. Also have you tried the Unresolved Issues form:
https://support.dell.com/support/to...outstanding_issues?c=us&l=en&s=gen&redirect=1

Either option should help.


Cin

 

Cin':those emails do nothing but get me a reply from some people in the mainstream techsupport/customer service departments, albeit high up in those departments.

it seems they don't care to do anything for me outside the script of what they're 'allowed' to do regardless of relative costs.

useroflaptops: you do it by reading the terms of sale contract, noticing that it says dell will pay all costs regarding the arbitration, then going to the arbitration website, reading the fee schedule, and noticing that the fees for declaratory relief are $2,480. Then you bang your head against a wall for a couple weeks trying to get someone in the corporation to realize they're being stupid, pay the roughly 10% that the arbitration forum says consumers have to pay unless an agreement between consumer and corporation says otherwise, and as part of the filing stipulate that there is such an agreement and get the money back as part of the arbitration forum's decision.

Even if the arbitration forum decides in favor of dell, i still made them spend $2500 (plus god knows what in travel and legal fees if i can get the forum to hold arbitration in arizona) just to tell me "No" over a laptop that costs them less than about $600. Call it petty, but it'll still feel good!

 

how cud the administrator allow some one to post some ones email addresses in this thread... ????? makes no sense.. well.. practicaly no matter how much you guys try to email them.. am sure ul neva get ne reply... but sure if the issue is been escalated... u will get a response from the escalation team.. cumon guys .. compare it with other brand.. Dell has the best of expertise and customer care ... u gota accept tht.. even the best will have to go through some bad times.. am sure Dell provides the bes of services..!!!

 

I'm guessing that the person who responded to your emails was President Ronald Garriques (tip-off: the word Global). He had someone email a reply to a friend of mine when none of the others bothered. Just ask whomever replies who sent them -- that's what my friend did and was told Garriques.

However, someone else from another branch of Dell finally emailed back (from executive escalation), over-ruled the guy sent by Global, and did not resolve the issues -- only took back and refunded the laptop.

I would NOT say that Dell has the best service. Not with several attorneys general in the United States having convicted Dell of fraudulent practices, including asking people to do their own installations of hardware despite their having onsite service warranties! (e.g., cf. http://www.oag.state.ny.us/bureaus/consumer_frauds/dell_lawsuit.html)

 

I filed for arbitration. The filing fee was $19.00 and worth it.

I'll report what happens...

 

@roosters: you're a shill.

@anti-dell: in my case the filing fees would be 240, but again, I get them reimbursed cuz dell contracted to pay for it all as part of the terms of sale.

the problem is that I still don't know the damn contact information needed to properly file and make sure they get served!


In the mean time my fax to the fax number provided for "dell legal deparment" has been flatly ignored. I'm considering lawering up and including those fees as part of the arbitration claim.

 

I listed Michael Dell at the corporate address.

Let DELL sort it out.

 

Then according to the filing fee schedule, the fee is $19. I am assuming your
previous Inspiron 6000 was not more than 75k and the online filing form
has a checkbox that stipulates the person filing is seeking reimbursement from
the other party. Plus, at the end, you can upload supporting forms. I uploaded a PDF version of the DELL Sales Agreement that has the arbitration
clause in it.

Just send it to Michael Dell. I'm sure someone within DELL will get it to the correct dept.

 

bbb works better

 

Normally, I would agree how ever in this instance, the BBB was inept.

The BBB made an offer of arbitration to me and DELL. DELL accepted
and I refused. It seems with BBB arbitration, I would have to pay $70
while with the National Arbitration Forum I pay nothing and DELL handles
all costs. Pretty slick of DELL to try and get me to pay for the arbitration
when their own Sales Agreements states DELL will pay when handled
by the National Arbitration Forum.

This makes me dislike DELL even more.

 

BBB is joke file a complaint with the FTC for the win

 

It's on the consumerist... public knowledge it is.

Also, your spelling is horrible, this is a forum of adults, not teenagers.

 

If only...

 

bbb = you pay 0.00 not sure who you are using i never paid once

 

The BBB has a new pilot program designed to compete with the
National Arbitration Forum's mediation process and it does cost
money, to the tune of $70 dollars. It may be a fixed amount or
it may depend on the case, that I do not know.

 

dells a member of the bbb. you never should pay for whats free.

think thats bogus. you file a complaint you get a executive rep and they work with you. free of charge

 

The only person from DELL that replied to my BBB "complaint" was a
person in india clueless of what customer service is that requires remedial English courses. I told the gentleman from the BBB that I felt the very
purpose of the BBB was to put me in contact with someone that will
listen to my point of view and work towards a solution, the idea that the
BBB now classifies that as "mediation" to collect some $$$ is reprehensible.

The DELL employee from india just spouted DELL doctrine, infact they
felt the need to call me repeatedly reciting doctrine.

 

honestly i think your just trolling anti. nor do you have any clue on how the bbb complaint process works. dell doesnt use outsourcing for its executive escalation they are all out of round rock

 

ok...what ever.

Like I can't tell an indian (and no, not a native American) accent when
I hear one plus when I tell them I want to speak with someone from the
United States, they aren't telling me that I am already.

Before you let air pass between your cheeks you might want to check
some facts. The BBB is charging for their pilot program of "Mediation"
and it is in addition to the normal BBB complaint process.


Here is just one example of a BBB complaint leading to a fee.
Fee

Another:

"Advantages of Dispute Resolution
DR services generally are low cost or free. The customer usually pays little or nothing for dispute resolution services."

Notice the language???


Official BBB link

 

I guess bo bo had no rebuttal.

 

Always use those email addresses, after you contacted dell multiple times, tried the "unresolved issues" link on the site, etc. If people start to jump straight to using those addresses, most of the power of the email addressees (or EECB in Consumerist parlance) goes away, the EECB should be one of your last resorts to resolving an issue.

I've read through the thread and it seems like everyone tried regular channels first, just want to make sure that future people who see this know to try other things first.

 

Looks like I am at the point where I need to file. How do I get the forms?

 

where to get arbitration forms...

1. read paragraph 12 of dell's terms of sale.
2. observe the name of provided arbitration organizations (I find the one that starts with J to have quite friendly people on the other end of the phone)
3. call said arbitration people, ask them to email you a copy of their rules, as well as a demand for arbitration form.

Good luck!

Also, anti-dell even tho this no longer matters since NAF is not dell's arbitrator of choice, a warranty dispute is a declarative/injunctive dispute rather than a money dispute and therefore under NAF's rules has a fee schedule the same as $74,999. Dell's current arbitrators of choice are far more expensive than NAF interestingly enough.

 

ERosov
you my friend are the first and only one who speaks the true language of arbitration.

for those who "stumbled upon it"! There is gold in them-thair words....read everything before you select YES I agree to your terms!

What have we learned today? Assume nothing...read everything! You had a choice!