Dell complaints

[SONGBIRD29]

Corporate office

Dell Computers
One Dell Way
RR1
Round Rock, TX 78682

Good luck

[mikwiz]

Thanks Songbird29.
Here's something else I uncovered, don't know where it gies to, or if it will help any one, but it's an email add:
us_dis_customer_care_feedback@dell.com

I was told it was a corporate emaill add, so we'll see.

In the interim, I still have two other corporate avenues that I will post about later once everything gets resolved, and how it is resolved. One of them might not want the notariety published in this forum, and I don't know yet what I will do. So far so good though, but the road can be long and a struggle at times, especially if the road goes through buenos aires--sometimes when one serves, one's commitment to service dictates one's actions, and not one's emotions.
Best Thoughts All on a great new week!!!

[mikwiz]

A quick note, I noticed the above email add is all underlined--don't know how that happened. The spaces in the email above should have "_"=underscores between the words / characters only.

[paul_dellcc]

You didn't understand it yet.

You should have never talked to Customer Care. The department in charge of taking care your issue is On Line Sales.

We are against people who want things to be done their way, and not the way they accepted it will be. We are against people who kill and bomb inocent women and children.

For that and many other reasons, Buenos Aires used to be the best CC site. We didn't give away money or free stuff to calm down the customer, we simply solved the problem.

Don't worry, CC was closed last February 25th because "Argentines are too expensive". However if you call for Tech Support or to Electronics & Accesories you may speak with an Argentine
_________________
I see DELL people!!

If we don't remember our past, we can't understand our present and we can put in danger our future...

[mikwiz]

Thanks for your reply, buenos aires, it was both non-profane, and almost constructive.

Just to let you and everyone else know, I did contact Dell Sales at the extension # provided by DCC both on Saturday and this morning--just to see if what you (and DCC) was correct. Here is my experience. After talking to the first "rep" on saturday morning who asked me why I was calling Dell Sales with my issues, I was placed on hold and ended up in DCC's "queue." So I called back Sales again, explained my situation again and asked for a supervisor. I was placed on hold a second time for 10 minutes and disconnected. Since I had other things I needed to do on Saturday--I let it go for the weekend.

So, I tried Dell Sales again this morning. Spoke to a very woman, explained my situation, she said that she would place me on hold while she spoke to her "manager" because she needed to get "special permission" for something--I didn't ask what special permission. I was placed on hold for 5 minutes and was transfered automatically (it seems?) back to DCC's queue. Buenos Aires, see a pattern here or the reasons why people with small problmes get so upset?

So, I called back sales a fourth time this morning (2 on Sat, 2 2day), rexplained what just happened about waiting for a manager's special permissio and all. The "rep" didn't understand what that meant either, placed me on hold for about 10 minutes and disconnected.

So, I called Dell's main switchboard operator in texas, told her my communication problems with the phones with Dell Sales, was placed on hold, auto-transferred to DCC again--placed on hold for 30 minutes--and I gave up for the morning with the knowledge that this is all so absurd and surreal--depeartments not knowing what the other departments can do before floating out phone #'s and transferring haphazardly phone calls--and that Corporate was involved any way.

But, my point is buenos aires, I tried!

Perhaps, buenos aires, you would explain to me and for everyone what Aux 9, all the DCC reps, and Sales reps basically are afrain to do: give out Dell Corporate info. If you Corporate info, and clearly must not be afraid to give it out, please let's help myself and everyone lese who is in this forum. What do you say? It would also be enlightening if, buenos aires, you could tell us who at Corp. does DCC report to--what's the daprtment at Corp's name, extension #, email address, supervisors or managers that have oversight on DCC--especially it's overseas operations? We all know there is Corporate oversight and all recognize there are serious problems. so let's work together in help solving them and bringing them to the appropriate parties that can affect real, and not lip-service, change.

[paul_dellcc]

SONGBIRD29 gave you Dell's Corporate address.

Dell Computer Corporation
One Dell Way
Round Rock, TX 78682

There used to be a phone #, but a customer told me it directs you to the CC queue, I told him that it couldn't be right so I tried it out. Guess what, yup, I had the same voice menu as if calling CC and finally I got a CC rep

The #s where outsource Project Managers report their dutys to the US is not available for customers. And if by chance you get that # they won't be able to help you because it is not their job to do it.

I remember a customer who requested to talk to a Supervisor, so I took the call. He didn't want to do what he accepted on the Terms & Conditions of the Sale so he wanted to talk to a higher person. There is no such thing. The highest person to talk to (in an outsource call center at least) is a Supervisor. Some PMs doesn't even speak in English, on the other hand, it's not their job to solve customer's problems. So this customer asked what would we do if the building is on fire, who would we call. We would call the Firemen, who else can we call to extinguish a fire I answered. The smartass hung up and he recieved the missing speakers in 7 days, just as the Terms & Conditions of the Sale states

If you call On Line Sales at 1800-915-3355 Ext #62032 you won't get a sales agent on the phone, you'll get an On Line Sales Customer Care rep. Who's job is to solve any kind of problems that an on line order may have. Theoretically talking of course, as you stated, you were transferred and hung up on.
_________________
I see DELL people!!

If we don't remember our past, we can't understand our present and we can put in danger our future...

[Badger]

After hearing about your failed attempts at contacting Online Sales CC definately does shed some needed light. And it fills me with empathic rage. I'm behind you 100% on this one. This does need to be brought to corporate attention.
(btw: I admit to a seniors moment. By you saying Dell Corporate, I thought you meant the Corporate Support Queue for Large Businesses. *lol* I'm not even taking calls anymore, and I still have managed to lose my mind.)
Paul: Do you know of the Online Sales CC was in Argentina as well?
_________________
I may not agree with what you say, but I will fight for your right to say it.

Midget Tossing funds Terrorism

[mikwiz]

Thanks Buenos Aires & Badger for the Great comments. I, and perhaps many others at this site, appreciate them. Buenos Aires especially, i appreciate the general pecking order at DCC and Corporate you outlined (and LOL about the fire). And Badger, your moral support means a lot as well. The wheels of Corporate are in motion on these matters, albeit slowly--but that's Corporate bureaucracy in which I can live with. So we shall see.
Any one else with other special insights in this matter, please do not hesitate to relay them here, and I will keep you updated as events transpire.

[paul_dellcc]

As far as I know Argentina only has a Dell Technical Support and an Electronics & Accesories Sales department. Don't forget that Customer Care was closed on February 25th.

So I guess that there is no On Lines Sales Customer Care here...

Did you hear something different
_________________
I see DELL people!!

If we don't remember our past, we can't understand our present and we can put in danger our future...

[Badger]

No, have not heard anything different. Just wondering if Online Sales CC was seperate from the main CC queue. I can't see OSCC being that big of a queue, so why a seperate department? It would also have meant it closing down and relocating after CC closed in Argentina.

mikwiz: If I think of anything that can help, I'll send it your way. Best of luck lad, and like I said before, keep us posted!
_________________
I may not agree with what you say, but I will fight for your right to say it.

Midget Tossing funds Terrorism

[mikwiz]

Thanks Badger, I sure will keep you all informed. This week, with the wheels of corporate turning in their own unique way, has produced positive results on at least three of my direct issues regarding the defective product replacement (other issues still remain however). Hopefully, though, this trend in the right direction will continue. Best thoughts to all and especially those who have worked behind the scenes for me--you know who you are.