how do we contact "higher ups" at dell?

I am tired of being push around in customer service forever. Anyone know how we can contact someone higher up at dell to voice opinions about the service? an email , fax/phone number would be nice.

 

About a week ago I asked a csr if he could give me a contact name and phone# or email address of someone at Dell HQ in Texas or anywhere in the U.S. who could help me. He told me that he didn't have that information available.
So I think we're stuck talking to India.

 

I asked to speak to a manager and the CSR disconnected me!!

 

that's bull, sue them please, i'm sick of dell

 

I did find a email address for some supposedly customer advocate at Dell. I think it is [email protected]. I found it on the Direct2Dell blog. I don't know exactly what problems they handle if they even exist. I've emailed them 3 times and still have no reply.

 

As convenient as phone and fax and email are, I think the most effective way of communicating your distaste in a company is to send them an actual piece of mail detailing the problems you've experienced and your grievances. No need to be rude or a dick about things when you do it, either. Not that I think you necessarily would be, just cautioning you that it just makes you look worse in their eyes if you can't control your temper in your written correspondence. Should get your point across a lot quicker and possibly even make it to someone who can do something about it.

But I don't have the Dell snail mail address handy. I'm sure you could find it somewhere, though.

Edit: Here it is:

Dell Inc.
One Dell Way
Round Rock, Texas 78682
United States

 

thank you!

 

You are right. Dell treats actual snail mail totally different then electronic complaints. They also skip a bunch of steps and go directly to Executive Support for resolve.

 

Call corporate !!!

 

Oh dear, not this again.

 

Dell CS Manager: [email protected]
If getting 1000 complaint emails a day will make Dell better, please send him more email.

A customer support man gave it to me after I asked him many times.

 

the e-mail name sounds.... well indian

 

Every name Dell's associated with sounds Indian.

 

Nice generalization. Funny how the two people I've been working with don't sound 'Indian'.

Customer_Advocate is one way of getting in contact. However, don't think that just because you email them you're automatically entitled to speak with 'higher ups'. You'd better have a good reason. CSRs are there to deal with customers, and only in extreme cases will execs get involved with you case.

 

Since you work with Dell people, you must work for Dell... how do we contact the higher ups?

 

Try contacting Lionel Menchaca from Direct2Dell's contact page. He may be able to forward you onto the proper channel.

 

call csr dont even say a word... let them say what they have to tell them you want their account manager.. refuse any thing else.. once you get to the account manager tell them you want to speak with the escalations dept.. do not take any thing else for an answer... i did this and got a call from escalations and a call from a guy who said he was from the corporate offices and wanted to know if he could help address my problems any further.. i ended up with a 300$ credit

 

What's wrong with calling corporate ?

 

Personally, Im still waiting for him to give up that corporate info....so I can stay away from that corporate person. lol.

Chuck has a very valid point which rings close to home for me. If you address extreme problems to Lionel, he has the contacts. I will concede they need to be extreme, problems that are of the level that Dell would be concerned with possible implications. If they are not serious, he will not address or respnd to them; he has much to many pressing matters that take riority of your uneven base of the m1330.

Many need to understand how Dell works, however, with respect to complaints. The more trouble you go to means the higher level of response. Personally written and delivered letters to Dell HQ which are identified clearly are routed much higher than emails sent in.

 

Send en email to Michael Dell himself! His email is... [email protected]
I found this on another thread from a guy that received an email back from his office and got a few concessions!

 

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.

 

Watched that tv show i-Caught last night (forget what major network)

They showcased a group of people who are making semi-articulate videos showing how these companies are treating them in terms of support, customer care etc. and posting them to websites like youtube. One site mentioned was http://www.consumerist.com/

I'm about to work on my own video for a motherboard that is still under warranty. I can't get the RMA form to work in IE or Firefox and I've rec'd ZERO reply to a support ticket from the manufacturer. Phone calls are not an option for me at this point (I'm a cell phone only person with a cheap minute plan since I'm unemployed).

Maybe make a video showing your issue or for those of you waiting past the ETA dates for your order, make a video showing the UPS truck passing your house, then the date and the ETA date in the order page.

One guy made a (poorly produced) email about his Mac ibook dying after 6 months. Apple claimed he spilled something in it and wanted $700 for repair. He made the video stating he never spilled anything in it, then smashed it with a sledgehammer. Apple saw the video and gave him a $1700 iBook.

Just a thought. You never know.

 

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 Tennesse.

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

He plans on giving me 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.