Complaint Review: DELL - Wallingford Connecticut

DELL Computers Does Not Honor Its warranties Open

Posted on: Nov 13, 2017

Complaint filed against: Dell

On Saturday, November 11, 2017, 12:59:19 AM 

Dear Karesh, (works at Dell India)

Thank you for nothing but hours of wasted time and the experience of a corporate giant's management team so terribly embarrassing itself. I'll use your most recent email as I write of the DELL "advanced" resolution team and its keystone-cops-like approach to management.

Stock Footage - Keystone Cops Car Gags on Make a GIF

Stock Footage - Keystone Cops Car Gags on Make a GIF

Stock Footage - Keystone Cops Car Gags is an animated gif that was created for free on MakeAGif.

I'll be escalating my campaign, of course, working diligently to bring DELL all the shame it deserves. The Japanese at least know how to save face. You, have fallen on yours. People may tolerate the quality of your machines but the glowing reviews will will wane. Surely they will, after I directly write the people at CNET, PC MAG, Tom's Hardware, Consumer Reports. I'll be writing someone every week for a year and working on this effort full time as I have all of January to myself. I can't tell how many sales this will cost DELL but I know it will be many. I've been corresponding with contacts in Canada as well. As countries begin to learn that DELL's warranty isn't worthy of lining a bird cage, they'll steadily move to better companies and better products like Lenovo and Apple. Whatever it costs DELL,, I know it will be considerably larger than the $385 your employees tried to extort out of me. Also I've been on television, radio, and social media before, so there's nothing intimidating about doing it again. I have a press release for all the major mass communication outlets. Whether I choose to appear in person via these channels or not, I know for certain people will be talking and it is interpersonal contact that most influences a consumers behavior. I'm also going to write and make some calls to see if I can get the executive team in the same room and talk to them even if only via Skype. It's not it about me, really. I worry for those less fortunate than myself. Citizens who you will be ripping off on Black Friday with the promise of a warranty that doesn't exist. Despicable.. Anyway, I'm a peaceful guy. Words are my stock in trade and I always try to do the things I say I will. 2018 is going to be a busy yet hopefully rewarding year. 

A number of very important people are receiving this email at DELL. I never waste people's time and the fact that I'm taking the time to write and actually hit send tells you how committed I am to this cause. I would urge board members and the Executives to read not just this email but also the message further down - which I sent you. It's what I've been publishing in all the consumer sites for both the U.S. and Canada. I have no way of knowing where my computer was and who serviced it - if was attended to at all. My computer expert will be able to tell me if it was opened or if you just glanced at at it. Also, I know where you are located and with no disrespect to India, I think U.S. consumers have a right to know that important service work is being outsourced. No American likely had a role in servicing my computer or the determination to evade responsibility for DELL'S warranty. It is easier, I expect, not to give a fig about the American consumer when you're approximately 8,500 miles away.I found the U.S. Executive Team immediately. There was nothing I could find on DELL Leadership in India and no email contacts. Finally and after a great deal of effort, I did manage to find your CEO who is listed in this mailing. As you know your unresolved issues website is not working. It is not a viable channel for connecting to anyone.

Remember Xerox? They were five steps away from bankruptcy years ago and the reasons? 1. They thought they could never fail and 2. they lost site of the fact that the consumer is not some abstract idea. Consumers are the life blood of any corporation. You do have someone on thee team with an MBA from a reputable school, right? In closing, I'll simply give you the word any top business schools would use to describe the decision that you and your "team" arrived at. Dumb.

Have a great weekend and thanks for sending the laptop back. The fact that you made sure to write: "The unit has been shipped back to you unrepaired via FedEx" --- wasn't lost on me nor will it be on my readers.

Have one of the country's best computer techs in Chicago. He can tell me what you all at DELL did, did not, and should have done. He's the most honest business person and I value his opinion much more than I do anyone else who has spoken to me on this subject. I'll have his expert opinion documented and it will be useful when I file my small claims suit. I'll have to file in TX but that should enhance my chanced in court and allow me to recoup my losses. As I told you, someone from the executive team will have to be named and be there. Otherwise a no show is counted as a loss and a warrant is issued to pick up the person who never arrived. 

Sincerely,

p.s. I'm also going to contact Bezos. I know Amazon would just as soon move units from Velocity Micro or apple; the number of people looking for MacBook is growing geometrically. My understanding is they have a good warranty but people don't generally need it because the systems aare so well Engineered. In selling a new DELL computer that comes with no warranty, he wouldn't be doing himself any favors. I bet his consumer reps get a barrage of phone calls when they buy one of your models.

--------------------------------------------------- 

On Friday, November 10, 2017, 4:31:41 PM EST, <[email protected]> wrote:

Dell Customer Communication

Dear 

Thank you for your email.

The unit has been shipped back to you unrepaired via FedEx https://www.fedex.com/apps/fedextrack/?action=track&tracknumbers=416272950265

Regards,

Karan Haresh

Dell | Advanced Resolution Group

Phone :1 800 624 9897 Ext: 7283898 ( Work schedule 9:00 - 5:00 pm CST Mon – Fri )

Sent: Sunday, November 5, 2017 8:03 AM

To: <[email protected]>

Subject: I sent this via the corporate website

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.

To:[email protected] (at Dell India)

Nov 8 at 11:35 AM

#NeverDellNever

22 hours ago

1.3Details

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 ii trying .to duck it's 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.

Donald Smith [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.

I did not like: the reality

#NEVERDELLNEVER

Resolution Demanded: An apology letter from company official, Get refund or credit for your purchase, Get service/product replaced or fixed for free

Email: [email protected]