Dell Customer Service Issue

I am trying to help a friend and I know I am grasping at straws, but this forum has always proven helpful, so here goes! Kathy bought a Dell Inspiron 1505 laptop a little over a year ago. It recently overheated (no actual flames but close), and she called tech support. They remotely controlled her computer and ruled out battery issues but did not diagnose the problem. She was told to send in the defective item, and that Dell would diagnose the problem and send her a replacement. Long story short, several weeks later, and desperately needing a computer for work, Kathy has now been accused by Dell of failing to return the defective computer (even though she has receipts from UPS proving delivery) and Dell is apparently refusing to replace the laptop with a new one. Kathy has spoken at least 6 times with Dell and, not receiving satisfaction, has asked to speak with supervisors. On her last call, she was told that the representative she was speaking with had no superior and that was as high as she could go (obviously not true). Kathy is even less familiar with the computer world than I am, and seems to be stuck. Does anyone know of any recourse she might have (besides lawyers, who wouldn't be cost effective)? Anyone to contact? Anyone know any higher ups with Dell that might be reasonable enough to listen? I know she is probably at a dead end, but it never hurts to ask! Thanks for any suggestions!

docbombay

 

It sounds like Steve is pretty confident that some relief may be forthcoming and his intervention on your friends behalf will carry some weight.

I would also suggest on any matters of this nature that one write a letter outlining the problem, discussing what has been done and attaching copies of all relevent supporting documentation. Send this via a registered, return receipt requested USPS letter. Ask for the problem to be corrected and request this or a written response within 30 days. Be firm but be nice and don't write a book. Phone calls are easy to dismiss, letters are not. Save all copies of your correspondence and if you eventually need to seek counsel, you will find that this is a cost effective approach as your costs are recoverable. Its doubtful that you will ever have to cross this bridge but you would be well advised to get this documented. The longer you wait, the less likely you are to resolve this successfully.

Most "normal" people would not wait for several weeks and be content with just placing phone calls. As a matter of practice, it would also be advantageous to have the time and date of those calls and the names of those she spoke to. Yes, I know this is a stretch at this point in time so lets just advise her to document any further discussions and keep a written log. Dell will have a record of any inquiries she has made, so don't try to BS anybody.

I have found Dell to be very good with customer support and am hopefull that Steve's message will lead your friend to a similar outcome.

Good Luck

 

First, I would like to thank Steve very much for his efforts. I would be happy to serve as in intermediate contact, and I am confident that Kathy will speak to a Dell representative who might be able to help.

I would also like to add that Kathy is not merely sitting passively, nor is she remotely content with phone calls. The only reason she has given this several weeks is a)to allow time for the shipping of the computer and b) to allow reasonable time for Dell to diagnose the problem and act on their promise. To the best of my knowlege, she has recorded dates, times and employee ID numbers of those she has spoken with. Now that Dell has apparently refused to follow through, she is ready to go to the next level. I agree that a written letter would be in order, but to whom would such a letter be directed? She told me this story last night and I wanted to try the resources on this board to try to identify someone who has the authority to investigate the problem and offer a solution. I, too, hope for a resolution on my friend's behalf.

docbombay

 

Personally, I'd give it a couple of days and see if DellCA PM's you. If for any reason you don't hear anything or Kathy feels it is time to take a more direct approach, then you should be able to get a name for the Customer Service Manager by calling Dell's Corporate Offices and asking. For that matter, she could write to Michael Dell. No, he probably isn't ever going to see the letter but his staff member that does open the letter sure isn't going to let it go unanswered.

Just remember, in matters like this, cool heads prevail.

 

I agree with Rockster2U. Keep your cool and write to the big guy himself. I have found on a few occasions that going straight to the top, after going through all other channels with customer service, is a good way to get action. There has been a couple times where I have never heard back, yet the problem is solved. When writing, give all details of the problem without writing a book. Good luck and keep after them.

Mike

 

Well, it seems there is a little progress with a possible happy ending. Dell apparently sent Kathy a "refurbished" laptop as a resolution to the situation. Kathy did not ask for this, nor was it acceptable since 1) she had been promised a new computer and 2) the replacement did not function properly. Kathy then called Dell to object, and to demand the new computer she had been promised. The rep told her that he would have to contact the corporate office, and she got a call back the next day. It seems that Dell finally acknowledged the receipt of her old, damaged computer but still wanted her to accept the refurbished machine as an acceptable replacement. She refused and, after a lengthy discussion, Dell promised to send a new laptop within 8-10 business days. This is good news, but given the history thus far, I'll believe it when I see it-- "show me ", as they say in Missouri! She has saved all details of these most recent calls, including case numbers, e-mails, etc. If this does not occur as promised, the next step would be a letter to Michael Dell and then, if no timely response, any and all possible legal and consumer group action. I appreciate all the suggestions thus far, and sincerely hope that no further steps need be taken--I guess we'll know in 8-10 business days!

docbombay