Escalate to Michael Dell
A wonderful, but horrific, tale of customer service escalation from Dell [make sure to read it, blog-style, from the bottom up]. A customer had been waiting for a part for a year! CS rep, who resolved the issue in 10 minutes, escalated a complaint straight to Michael Dell, as per the customer’s wishes. Michael Dell starts probing what happened from the top, and the chain moves down from VP CS, to assistant, to a Senior Resolution Specialist, to an e-Services Customer Care, to (presumably) supervisor, who balls the CS rep out for daring to escalate directly to the top rather than going through the normal process. Even though the normal process had completely failed and the customer had had to buy a new laptop almost a year ago just to be able to do their job!
I’ve never understood this concept that senior executives don’t have time to listen to customer complaints. In many ways it’s the best way to get a handle on how the business is really doing. Every complaint that comes in to your company is a sign that something that you thought was working actually isn’t. Unfortunately most businesses don’t take their complaints and actively ask “What do we have to do to make sure this doesn’t happen again”. And I’m coming more and more to believe that this simple question is the single most important differentiator between a good company and a bad one.
[via Mike Daisey]
I purchased a Dell laptop (Inspirion 1521)for Christmas and a week later her screen turned black and the software sounded like it was fizzing out! I called Dell’s so called customercare only to be on hold for 30-45 minutes each and everytime I called. I asked for a coroporate office number and they stated they didn’t have one, of which I find very odd for such a big company…If your customers are treated like this that is such poor custormer service. After this experience I will tell all my friends not to buy any of your products. I work for one of the largest companies, with over 1000 stores and we would never treat a vendor, a carrier or a customer that way!
Nicole Larkin
My experience was somewhat same but a bit more horrible. I purchased a Latitude D630 last year and in the very first week it’s CD/DVD R/W started giving problem, so I got that replaced from Dell. Then after 11 months my horrible experience started with the Laptop and Technical support team when the laptop stopped working (not booting up). I called technical support person and he asked me to install video driver, I followed his instructions and then system booted. On the very next day same thing happened and again laptop stopped working and then technical support team sent a box to my place with mother board and a card in it to send it back to their facility with the laptop. It’s being 20 days since I sent the laptop to the Dell facility and the Technical support person (Neil) I am in touch with is saying it’ll take some more days because they sent the laptop to my old address (In AZ) and it’s there from past 7 days (How can they do that silly mistake). He told me that they have replaced the motherboard and LCD from the laptop (What’s the reliability of the laptop then?). Then I told them that I don’t want the product and Dell’s service because it’s really horrible (I mean it) and I’ll defiantly recommend people to go for other brands.
Hai My Experiance is also not differ. i ordered for a laptop and paid for it. They promised to deliver it in 7days now its almost one month. When ever i call to customer care the experiance was not differ from the above ppl. they use to say today it will get deliver, tomorrow morning ….. But still i didnt receive the thing. I badly want to escalate to Dell.
Had send mail to Dell Support center . no one responding !
If anyone have the right perons email Id to escalate please Send to me !
Thanks !
I am experincing the same problems with dell. my computer has been down since march 2008. They have escalated the case to a senior resolution specialist and i have been told by dell representatives that i have no right to know the decision they have arrived at. They will call me and I can not report my experiences to anyone at dell. This is true. When you google dell, there are ways you can select for how dell can contact you. No guarantee they will ever contact you. And every day you lose money is not a concern to them.
I’m having issues with Dell’s ‘international tag transfer team’ – they sound like a pro-wrestling federation and maybe that’s what they do as from my experience they don’t transfer waranty’s from one country to another.
I have 2 problems, first of all I dared move from Australia to the UK. The second is my XPS 1330 NVIDIA GPU has melted (quite a common problem with this model).
To transfer the waranty from Australia to the UK you fill out an online form. I did this when my hard disk failed back in June. Only to be sent a note that reminded me of a sketch from the Little Britain TV show – “The computer says no”. My waranty can’t be transfered because the information that I enter on the online form (which I know is correct) does not match their database. Rather that sort out the problem they do nothing. I’ve filled out the fomr at least 4 times with the same response “Computer says no”. Leaving me in limbo. I’ve spent about an hour on the phone with Dell UK and they say their asset system is not compatible with the ASIA Pscific one and they can’t do anythig about it. They gave me a phone number for support in Australia, but the number provided starts with 1800 and can not be dialled from outside Australia.
Only after I can solve the riddle of the “computer says no” can I move on to the real quest, which is to get my fault ridded Dell laptop fixed….I’ve got more chance of finding the holy grail.
DEAR MR.RAM
GREETINGS OF THE SEASON TO YOU AND YOUR PERSONAL FAMILY (CERTAINLY NOT THE DELL FAMILY). WE ARE APPALLED BY THE LOW ETHICS FOLLOWED BY YOUR COMPANY IN SUPPLYING TO OUR ACCOUNT BY BYPASSING US. MR.VENKATESH TELL ME THAT IT IS AN EXISTING ACCOUNT…. THIS INSTITUTION CAME INTO EXISTANCE IN JUNE-JULY 2008, AND THE FIRST SUPPLY OF COMPUTERS WAS MADE BY US. SO HOW CAN YOU TERM IT AS AN EXISTING ACCOUNT… AND WHO HAS GIVEN THE MORAL RIGHT TO ENTER MY ACCOUNT BY BYPASSING US ?
AS YOU ARE AWARE, THIS SORT OF UNETHICAL STANDARDS ARE NEVER FOUND IN ANY INDIAN-BORN COMPANIES.
I STILL HAVE HIGH REGARDS FOR YOU PERSONALLY; BUT AS FAR AS DELL IS CONCERNED, IT HAS STOOPED TO VERY LOW LEVELS.
GIVEN AN OPPORTUNITY, JUST TO MAKE MYSELF HEARD, I WILL SEND A COPY OF THE MAIL TO MR.MICHAEL DELL. LET IT BE TREATED FOR WHATEVER IT IS WORTH !
SGBIT WAS THE FIRST DEAL, AND WE HAVE SEEN THE TRUE COLORS OF DELL ! THANK GOD WE LEARNT OUR LESSONS EARLY.
WITH WARM REGARDS, TO YOU & YOUR PERSONAL FAMILY.
PRASAD
I LAXMEESH S HASYAGAR purchased a DELL laptop XPS1530 on 04-04-2008.on 23-02-2009 A.C.Adaptor of my laptop stopped working and against complain lodged the same was replaced.Afterthat exactly after 41days on 06-04-2009 suddenly my battery of the same laptop stopped working.and dell service department says they cant replace the battery free of cost.I am aware that battery is a consumable item and guarantee period is expired.But my contention is that Their power supply itself from the beginning was faulty which is a main source for charging and the same was replaced during guarantee period.Their faulty product only spoiled my laptops battery.(Eventhough electronic component’s lifespan cannot be guaranteed, a good company like dell cannot use substandard material which would conk off exactly after one year+or- 3days!!!!!!!!) Since there is a direct connection between charging and power supply I strongly feel that I have become a scapegoat!! as dell has refused to replace the battery free of cost.Please get me justice.