Monday, October 15, 2007

Does anyone happen to have a contact telephone number for Dell Computer's legal department?

Dell managed to ship my new laptop somewhere into the ether, and I've been trying to get a replacement computer shipped to me in an expedited manner. I have now spent over 90 minutes today trying to get someone with authority to ship my computer to the address that I had specified (our home address), rather than the mythical one to which Dell apparently shipped the first order. I've also tried to speak with three managers (two disconnects, one "I can't do anything," and one "I'll let you know something tomorrow" responses).

So, being well-trained, I tried to pull up Dell's 10-K to find out how to reach the company in Texas. Guess what? The only number listed on Dell's SEC filings is the main number, which doesn't link to corporate Dell at all. Is it then surprising that Dell's customer service lags behind, well, any company that tries to serve customers? Take a look at this article from CNET (here), which spoke about bad customer service in the year 2004. Or this one, from Business Week (here), which spoke of Dell's desire to improve customer service in 2005. Dell has other problems, of course, including its well-known backdating issue: see here. So maybe it's too busy to get back to actual customers.

Therefore, I ask: does anyone out there know how to reach the "real" Dell, the one that has executives (and a legal department)? Thanks!

Oh, and by the way, shouldn't Dell be filing useful telephone numbers with the SEC when it files its reports?

17 comments:

PT-LawMom said...

Hoovers is a great place to find general corporate info:

1 Dell Way
Round Rock, TX 78682-2222
Phone: 512-338-4400
Toll Free: 800-289-3355
Fax: 512-283-6161

Lawrence P. Tu, SVP & GC
Office of the VP, General Counsel
512-724-2839

Dell Financial:
Phone 1-866-501-1204 Ext. 6520
Fax 1-888-206-5455

Dell Sales/ Customer Care:
Server and Storage Specialist
1-405-713-5069

Stephen said...

If those numbers don't work, you could always resort to suing them this way...

http://www.techdirt.com/articles/20061208/170743.shtml

Anonymous said...

Here's some stuff from 2008:

http://www.justlinux.com/forum/showthread.php?t=151716

Jennifer Moser said...

Dell computer has had my computer since June 9th 2010 and they have refused to allow me to talk to management and will not give me the legal dept phone number. I have spent countless hours to get my hard drive fixed. They bounce me between customer service and tech support. They went as far to say they fixed it and shipped it an gave me a bogus tracking number ran me around the Fed-X folks. What is amazing this computer was paid for in full and a full blown warantee. They claim now no parts I have managed to find this web site type all this and I am still on the computer to solve my issue. Now that I have found this information they have a tech support on line to take another report on top of the last four reports. But this one is special this guy actually took notes and sent me an email. We shall see this week if we get some action. The sad part is this computer is for a disabled person that had a massive stroke and this is his tool for his speach theopary as well as other things he needs. Dell to the NO for all future purchases my entire business is Dell but as soon as I can I'm replacing all my Dell Computers across the board.

Class action for all this crazy non-sense

Jennifer Moser
Moser Consulting LLC
President-CEO
jennifer.moser8263@yahoo.com

Anonymous said...

Dell | Legal
Office +1 512 728 3558| Fax +1 512 283 2775

Dell Inc. One Dell Way, MS RR1-33, Round Rock, TX 78682

donhotchkiss5@aol.com said...

I purchase a Dell Inspiron One. It has been a lemon from day one. Dell technicians have been to my home 4 times to replace defective hardware. The last time on Monday the tech said he cannot fix it. Technical support and been playing around for two years and still have not been able to fix the computer. They set up an appontment with the Solution Center to discuss what we are going to do. Those people never call so the computer has been bad since it was purchased and Dell doesn't know how to fix it.. Looks like this is my last Dell. If anyone knows of a class action suit against Dell, let me know. I want to be a part of it.

Customer Care Support Number said...

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Dell Tech Support Phone Number said...

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Melette said...

I will never order from Dell again. I have been a loyal Dell user for many years, but my customer experience that I received today will ensure that my recent order (which was cancelled) will be my last. I don't want anyone else to experience this. I contacted Dell on 10/15/13 and at THEIR suggestion, ordered a laptop for my work, which was PROMISED to me by NOv 5. Today is the 1st of Nov and no Dell, but my cc was charged on 10/17 for the full amount. After being on the phone with Dell for 45 minutes, I was finally told my order was cancelled on 10/29 as it was not available. Why did the agents sell me a computer which was not available? Why was my card charged when nothing was shipped? Why was I not contacted that the order was not going to be sent? No one knows. Dell transferred me to sales, then to customer care, then to order modification, then to sales again, then to customer care.... After another hour and a half I finally get to customer care again (all in India) and I explain what I have been through and he "apologizes for the inconvenience". At this time it is WAY beyond inconvenience. I am out my money, wasting my time and have no computer that I need for work. The indian agent assures me that he will get me to someone who can help. He puts me on a long hold again, and then I get a recording which says "call Dell back later" and then hangs up. My whole morning was wasted and for what? What was formerly a good company and a good computer is now just a scam. Dell clearly does not give a flip about the customer or anything else other than getting your money. My next step is to contact the Attorney General's Office in Texas to see what recourse I have. Dell will be getting no further business from me, and I purchase computers for my company. I will also tell everyone I know about my experience with Dell so they will not make the same mistake.

Denise said...

Oh my God I thought I was the only one having the very same problems with dell! I have had a hard drive issue from date of purchase. UNFORTUNATELY, I purchased their warranty and a virus protection.It has been a year and nothing has been resolved. They cause computer to also be infected due incomplete in stall. Like you, I believe they intentionally hang up. When you call back you explain all over again, they write up a ticket number, transfer you, and lose you again. Please, Please, lets do something .You can't get to the top man.....a lawsuit together-YES INDEED!!!! EYEWITNESS NEWS-and possibly FOX5 SHAME ON YOU TEAM TOGETHER--YES!!!LETS DO THIS TOGETGHER!!! HOPEFULLY AWAITING....THANKS FOR SHARING......

63 Marine said...

My company has 18 DELL desk tops and 18 lap tops. I have spent over 2 1/2 weeks trying to resolve a very simple issue and I have been sent to every country on earth with no resolution to the problem. I intend to trash every one of the DELL computers and go with either APPLE or a windows clone with local support. DELL is dead to us.

wytgurl 69 said...

On Nov 30 I ordered a dell laptop from QVC for $747.90. It was a 17.3" AMD A8 quad core 8GB RAM ITB HD w/Ms Office in purple. It also came w/pc treasures software bundle w/(lifetime) mcafee anti-virus and premier tech support. In Nov 2014 I called dell tech support to have my right speaker fixed before my warranty expired DEC 8. I had called earlier this year and received a box/label to return for the repair, but feared it might be damaged in transit. Dell tech support (Natalie Mendoza) said my Nov 16, 2014 label had expired and that she would email me a new. Afterwards, I printed it out then noticed its address was different of the previous two. While still on the phone with N.M. I told her of the difference in the addresses. Two previous FedEx were to TX and hers for UPS to TN. She placed me on hold came back and said that's fine it is the depot. So I packed/sent my baby to TN. That was DEC 3, arrived at the TN dell depot DEC 5. By DEC 14 I realized I had not heard anything from dell so I called. After being on hold forever I finally got a tech. Explained my call to find out when will I be getting my computer back. All he could see that my warranty had expired. I said it is now but dell received it on the 5th. Again... Were is my computer??? Finally he started looking up my express code then put me on hold.................then came back to ask were did I purchase my laptop? I replied QVC, why. Put on hold.................again. Finally came back to conference me in with another department to tell me in a round about way that Natalie Mendoza had my computer sent the depot that takes the computers apart in TN instead of the repairs depot in TX. Now they've given me a case # and supposedly sending it to advance team to call me in 24-48hrs. I told him the only thing dell can do is refund me because I didn't order from them. On DEC 15 I get a call from tech claiming to be supv that they can give me a refurbished computer. I said hell no! mine was new! and still under warranty when y'all destroyed it. Called me back today to sell me on this refurbished computer and that I would need to consult with qvc about the software. I told him qvc has nothing to do with dell owing me $747.90. I'm so pissed with the back and forth with these f****g foreigners. Any help out there!

wytgurl 69 said...

On Nov 30 I ordered a dell laptop from QVC for $747.90. It was a 17.3" AMD A8 quad core 8GB RAM ITB HD w/Ms Office in purple. It also came w/pc treasures software bundle w/(lifetime) mcafee anti-virus and premier tech support. In Nov 2014 I called dell tech support to have my right speaker fixed before my warranty expired DEC 8. I had called earlier this year and received a box/label to return for the repair, but feared it might be damaged in transit. Dell tech support (Natalie Mendoza) said my Nov 16, 2014 label had expired and that she would email me a new. Afterwards, I printed it out then noticed its address was different of the previous two. While still on the phone with N.M. I told her of the difference in the addresses. Two previous FedEx were to TX and hers for UPS to TN. She placed me on hold came back and said that's fine it is the depot. So I packed/sent my baby to TN. That was DEC 3, arrived at the TN dell depot DEC 5. By DEC 14 I realized I had not heard anything from dell so I called. After being on hold forever I finally got a tech. Explained my call to find out when will I be getting my computer back. All he could see that my warranty had expired. I said it is now but dell received it on the 5th. Again... Were is my computer??? Finally he started looking up my express code then put me on hold.................then came back to ask were did I purchase my laptop? I replied QVC, why. Put on hold.................again. Finally came back to conference me in with another department to tell me in a round about way that Natalie Mendoza had my computer sent the depot that takes the computers apart in TN instead of the repairs depot in TX. Now they've given me a case # and supposedly sending it to advance team to call me in 24-48hrs. I told him the only thing dell can do is refund me because I didn't order from them. On DEC 15 I get a call from tech claiming to be supv that they can give me a refurbished computer. I said hell no! mine was new! and still under warranty when y'all destroyed it. Called me back today to sell me on this refurbished computer and that I would need to consult with qvc about the software. I told him qvc has nothing to do with dell owing me $747.90. I'm so pissed with the back and forth with these f****g foreigners. Any help out there!

Lynda Ivy said...

2015 and I am having problems with Dell. Bought Computer 6/24/2014, they are saying I bought it 2/10/14 and will need to buy an extended warranty to get help. I am on the 3rd hard drive and India is telling me that I need to use a mouse because the mouse pad doesn't work and they have been unable to fix it (if I buy the extened warranty they can fix it.

Anonymous said...

1) Drive crashed
2) Installed new one
3) Previously purchased DataSafeLocalBackup premium
4) Now I cannot install DataSafeLocalBackup premium and restore from the external backup drive because the 'factory restore partition is missing'
5)I had to call them to get a Operating System disk, they sent it to the wrong address FX returned it.
6) I was told that Dell DID NOT have a solution for the issue posted on their knowledge base website.
7) Dell is holding my backup data HOSTAGE and trying to EXTORT money from me, they want me to PAY for tech support services, because I cannot Install their backup utility.

*** I will never by a Dell again, I have purchased over 4 for family use during the years.
*** I will report them to the Better Business Bureau.
*** In addition I am sick of paying U.S. money and not be able to speak with U.S. CITIZENS(ENGLISH SPEAKING PEOPLE).

==> Please every one with a compliant report Dell to the Better Business Bureau, you can ask for your money back and they will help. <==

InE INS Agency Point Pleasant NJ said...

Dell Sucks, theres no other way to say it, they refguse to help anyone, they screw up and then they ignore you, its incredible that this company doesn't do anything to make its customers happy, I just ordered a new system dual monitors and a work station, they sent the wrong cables, I cnat find the right one and they do nothing to fix the problem, uet they put some idiot who cant speak English on the phone and they continue to respond with indifference. never again, Never again will I buy anything dell they can stick the computer where the sun don't shine

allie Smith said...

Problem in using external storage device on the Dell Computer and you want quick soution then just ring on Toll Free +44-800-098-8371 Dell Computer Contact Number.