(Redirected) Need to phone number or by e-mail to complain to upper management

During the 2 months, personal support of Dell lost more than 23 hours of my time leaving me on hold, forward my calls back to the same Department, running the same diagnostics time and time again and hang up on me without recalling. I also had several emails be ignored or returned no repaints. It seems that nobody has the sense to recognize when there is a problem or incitement to the resolution of the problem. (For Dell) customer service amounts to nothing else than to the verbal apology without any real attempt at resolution.

I firmly believe that senior managers should be aware of this lack of effective customer support if Dell is to maintain its reputation in rapid decline of quality and support.

Initially, I had sent my phone fully functional in for a power cord problem and receives in return a laptop that automatically stops when the lid is closed, regardless of the settings of the computer. A representative "fixed" the problem by putting my computer to be always on, which has eliminated the problem of closure, but gave me the new problem of having to be constantly plugged since my battery so quickly. Several other representatives spend 1-3 hours, running the same diagnoses and installing drivers of those before them, which leads me to believe that they were not properly document their actions, or that they hoped that I could get so fed up that I give up and stop to remember.

After 15 hours of this, I finally asked them to send me a box to solve the problems of obvious material with my system. It saddens me to get to this point, I had to resort to raise my voice as being polite had led to a significant waste of my time. I sent my computer on 5 April, and I still have not received no return. I have been informed verbally that I had received the 18th day which is what I conveyed to my manager. On 18 April, I've been sent tell e-mail, that the part had been ordered pending which meant that there was no way my computer would do to me on this date they received only to her. As I was able to inform him that I would need more time off since I got the e-mail about the delay when I was waiting for my computer to arrive, I was unable to make other arrangements, and I lost my job.

In addition, I am a student, and when this test started, I've been in the last month of my education. I need my computer for assignments and my thesis, and instead of working with me, Dell also lost a time I had to devote to these things.

I called again this Friday, last and after an hour of transfer and try to explain my situation, my case was only increased, and repairs speeded up when I threatened to reach out to senior management (my question of climbing was literally ignored by the representative twice before that I said that.) The officer would call me at 4, so I lack of class in order to be available for the call. He called 2.5 hours later, not so much as an apology. After some pushing from me, he promised to raise the highest problem and told me that I would be in 24-48 hours to set up a call. I have not received any contact and after sending a follow up email him 4 days later, has not received a response.

I'm not unreasonable, and I don't blame Dell for a part of residue. But the time I spent, the loss of my job and the general unhelpfulness tech support representatives and the customer has been quite shocking for me. It really seems that Dell doesn't care about its customers at all and feel impervious to any negative experience because the path to remedy is so complicated that most people will give up rather down there.

If anyone can provide information on contacting someone directly in management I would appreciate this information.

Sincerely,

Aishwarya Vijayan

Better to post this thread in the Customer Care Forum here:

http://en.community.Dell.com/support-forums/customercare/f/4674.aspx

Bev.

Tags: Dell Products

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