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?
5 comments:
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
If those numbers don't work, you could always resort to suing them this way...
http://www.techdirt.com/articles/20061208/170743.shtml
Here's some stuff from 2008:
http://www.justlinux.com/forum/showthread.php?t=151716
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
Dell | Legal
Office +1 512 728 3558| Fax +1 512 283 2775
Dell Inc. One Dell Way, MS RR1-33, Round Rock, TX 78682
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