Complaint Review: DELL - Round Rock Texas

For a year I have been tryingg to get their help and found nine.  Finally I did a full court press and did get attention of the most disturbing kind.  DELL is expert at looking like its doing something and in  the end it does not do anythything.  Their motto is "Dell Cares" and is a joke.  Below are excerpts from 54 emails I wrote over a year.  The indiviiduals represented include the HQ Leadership Team including the President [email protected], [email protected] Vice President for Customer Care and [email protected] DELL General counsel.  Also on the list are select BOG members.  No one so much as acknowledged my contact.  Finally you'll see a review for Amazon.com where I bought my Inspirion laptop.  Amazon published it, for a long timethis has been a company I trust.  One of the big three Network will possibly be doing a story later this month.  We've been in touch.  If you would like to join this media campaign please paste on your social media and ask that your friends do the same.

DOES ANYONE AT DELL ANSWER THEIR PHONE CALLS OR MAIL OR HAVE SOMEONE DO IT FOR THEM?

  Forwarded Message -----

To: [email protected] <[email protected]> Sent: Thursday, November 23, 2017, 6:50:28 PM EST Subject: Fw: Latest published review   Good evening, Counselor.   Please read the entire email string below and you'll understand why I'm writing you.  I'm looking for someone to remind the leadership and employees of Dell's Advanced Resolution Team that they have a responsibility to honor my warranty and not try to duck it with some made up story about a spill on a keyboard.  Since I was five I knew not to mix liquid and electricity.  I have a PhD now and am wiser, not less.  Karan Haresh was no help at all and Karen Quintos chose avoidance over customer service.  She has my address blocked.  I have been trying to get my  laptop fixed for over a year now.  A total of 55+ emails have gone back and forth without an inch of progress.  I only started writing executes and consumer review sites recently.  I began actively posting to websites after Koran Haresh sent my laptop back and wrote in advance that it would arrive without repairs. Below you will see my last email to Karan and below that my published review for Amazon prime which, as you may know has 64 million members not counting those with the basic membership.    Please read on and help me if you can or perhaps put me in touch with someone who can.   Dell Service Request 954651110  

Service Tag: D0DR1C2

Service Request Number: 954121635

  ---------------------------------------------------    ----- Forwarded Message ----- To: [email protected] <[email protected]>; [email protected] <[email protected]>; [email protected] <[email protected]>; [email protected] <[email protected]>; [email protected] <[email protected]>; [email protected] <[email protected]>; [email protected] <[email protected]>; [email protected] <[email protected]>; [email protected] <[email protected]>; [email protected] <[email protected]>; [email protected] <[email protected]> Sent: Thursday, November 23, 2017, 12:48:07 PM EST Subject: Fw: Latest published review   Once again I got an email from a DELL employee I explicitly asked not to contact me.  Even after telling him twice he called incessantly my computer register calls.  When his email came it was insulting, unhelpful, and he as much as said I was lying which, of course, is not true.   Before 2019 comes I hope to reach every Dell location in the world I've already begun.  Why?  Because this a teachable moment.  It not the impossible story of the fictitious spill that drives me, (although I admit it is annoying),  nor is it the $385 Karan and his team tried to con from me. My education and experience allows me to make well over six figures a year 185 doesn't concern me much.  What concerns me is principle, there's no question that they should have fixed that laptop which is still under warranty.      What drives me is that customers should not be treated the way I was and while others can't or won't raise their voices in protest, I can and will.   Maybe at one of the international locations I'll find a DELL executive that cares about fair and honest customer relations.  Texas clearly doesn't care, maybe someone overseas will care and possibly serve as an ombudsman - that could potentially lead to a good outcome.   Amazon review below,       ----- Forwarded Message ----- From To: [email protected] <[email protected]>; [email protected] <[email protected]>; [email protected] <[email protected]> Sent: Wednesday, November 22, 2017, 9:11:03 AM EST Subject: Latest published review   Remember, Karan.  By design this campaign is designed to last one year.  There is a way to reach Dell's BOD.  I intend to write them early nest week, when everyone's back from the holiday. It appears no one at corporate headquarters cares.  Perhaps the board can motivate some productive discussion,  It would be good for the company and perhaps good for me as well. This review stands the chance of reaching a great many people.   64 million people use this website and that number only pertains to those who chose to upgrade their membership.  In other words, the 64 million is comprised of savvy and intelligent consumers - exactly the kind that would read a review before purchasing.     Customer Review 1.0 out of 5 starsDELL DOES NOT HONOR ITS WARRANTY - Don't Spend Your Hard Earned Black Friday Dollars Until You Read This! November 19, 2017 Verified Purchase Dell Inspiron i5378-5743GRY 13.3" FHD 2-in 1 Laptop (7th Generation Intel Core i7, 8GB, 1 TB HDD)

DELL DOES NOT HONOR ITS WARRANTY                 #NeverDellNever

For Black Friday Dell has sent out a brochure claiming half price on its computers. Don't buy it, I mean this figuratively and literally. If a company is not respectable enough to honor the warranty then you are essentially are buying a computer without one. How much of a reduction in price does that carry when there are so many fine other computers out there? My laptop had a myriad of things go wrong with it, in less than a year. DELL suddenly forgot what a warranty is. They sent mine back with the message and I quote "your laptop has been returned to you unrepaired." I recommend you don't buy from this company at all - not even at 70% off. In less than a year you could end up with a very expensive doorstop.

My whole experience is recounted below:

A Tom's Guide complaint about Dell in 2015 asked, "Is DELL's customer service as bad as they say?" I couldn't say for sure but I can tell you its really bad right now.We're talking about a company that will do most anything to avoid making good on its warranty.

See email below and note: senior management knows, they just choose to do nothing about it and they're sitting on my laptop. They've neither fixed nor returned it. Karan, the corporate unresolved issues website isn't working. I'll make note of it and make another post later in the week.

Meanwhile I'm going to post this email on the ripped off consumer websites. You probably know most off the same ones I do. 54 emails. That's how many since September.

Always, the same lame people offering the same lame communication that they had drilled into them during training. It could not be more clear: DELL is trying to duck its responsibility to repair under warranty. There was a brief attempt by your people to shift responsibility - "there's a spill on the keyboard," I was told. No, I've understood the responsibility that needs to be exercised around electronics since I was five.

If there was a spill then it happened at your shop. After this response the best your team could do is to repeat itself endlessly sans sense or reason though at least two or three promised they would take care of it and then didn't. Generally, the corporate line was towed, in hope that the customer would go away. I know this technique.

I teach it. Nissan (like virtually all Japanese companies) has been using the strategy since the late 80s early 90s. Prior to a piece I wrote, I spoke to their Director of Communication in Smyrna. Of course, the difference between DELL and Nissan is that I've never been sorry I purchased something from the latter company.

I told all your employees, if the laptop is not back in my hands, fixed to my satisfaction and at no cost: then I would launch a media campaign using web, social media and all the usual resources. DELL was once a good company, everything indicates it no longer is. The laptop was a problem as soon as I hit the power button - or are you going to claim 100% quality assurance. As a Professor of Communication the campaign isn't going to be taxing.

I come into contact with hundreds, if not thousands of Professors worldwide through conferences. The academic community will want to know. Don't call me. Fix it or don't.

If so, know I'll continue the campaign until it takes root and I'll have a good technician have a look at the unit so they can tell me what you did. It's not a threat. It's simply my communication plan as expressed in 55 (now) emails and over the course of months. Please don't call me.

To: [email protected] Find someone at Dell who can read and ask them to help you process the messages below. The point where I was interested in discussion has long since passed. Once, I had a problem with my Lenovo. Know what that company's team said?

"In three days you'll get a box.Send it in." The difference in corporate practice is stark and perhaps all the consumer needs to know.

Reason of review: Damaged or defective.

Monetary Loss: $1200.

Preferred solution: Full refund.

I liked: What the promotional literature said.​

What I didn't like: the reality Sincerely,   Dr. Smith   p.s.  This month I had a problem with mt Lenovo Yoga 910, also under warranty.  I contacted them and they not only fixed it, that laptop was out and back in five days. It now works perfectly. Good company, Lenovo.    Start to finish it was a great experience.     Everyone - customer service, Tech, and management were clear, kind, and very competent.  While DELL rushed to duck your responsibilities at every level, Lenovo quickly stepped up to honor theirs.  I must remember to include this fact in my next review.