Need Help - How do I escalate my customer issues to a Dell Manager?

I have a similar situation. I have an XPS27 that has had two new hard drives and a new solid state drive since last April (It was purchased in August 2015). After having nothing but problems with an XPS12  I purchased a year earlier, I paid for the best and longest warranties that they offer with "on-site" repair on the XPS27.

The computer has not worked right since April, 2016 but I have gotten good phone service via India at first. Now that I am demanding computer replacement since they can't make it right, they ignore all service phone call appointments. I've asked for a supervisor to call to arrange for the delivery of a new computer per my warranty, and they respond by email that they will call me and then don't.

Dell should abandon their India support staff and use American support for their US customers. There should be a local number for US contacts.

Add my name to the list of Dell customers who are very disappointed with Dell Tech Support.  Upon setting up my new Dell  machine (Inspiron i3455-10041) I experienced very slow starting and app loading.  I contacted Dell Tech Support and was informed I would have to purchase a contract which covers s/w issues at a cost of more than $200. US.  Feeling I had no alternative way to get the machine running correctly I purchased said coverage.  After contacting this "Super" Tech Support twice my machine response times have not improved.  "Super" tech support always leaves me with the machine in the process of being ready to run with an agreement to call me back the next day at a scheduled time to check on the impact of the corrections.  When I get called back it is by a machine which immediately puts me on hold.  After 10 minutes on hold, the first time, I hung up.  "Super" Tech Support talks a great deal but does nothing to make the machine run adequately and they do not call me back at agreed times -- I don't count having a machine call me and automatically putting me on hold for 10 minutes as calling me back.  I am paying a premium for this service.  "Super" Tech Support should be on hold awaiting me!  Does Dell really think of this as good Tech Support? 

Greetings fdouglas,

Thank you for reaching out. We are sorry to hear that. This is not the kind of support Dell is known for. Please private message the order number, registered name on the account and your email address. We’ll review the case history and see what best can be done.

You could send us a private message by hovering the mouse pointer over my username, and adding me as friend.

Dell- Sahana R

Social Media and Community Professional
#IWork4Dell
Order Status
Download Drivers

Have no idea what you mean by You could send us a private message by hovering the mouse pointer over my username, and adding me as friend.  In short, don't know how to make you a friend.

The express code: 

Tag: 

Tech: Swetha

Again I am waiting for a supervisor to call tonight. Last night they called, let it ring twice and hung up just as I was answering the phone. I will post if and when I get the phone call from a "supervisor" tonight (now 45 minutes overdue).

Greetings fdouglas,

You can add me as a friend by clicking my username and clicking on "Add as a friend". As per our records, I notice that our technical support team had made arrangements to collect the laptop to depot to diagnose the issue further. However as you have mentioned that you would not be able to send the laptop as of now, our technical support team has sent an email checking if they may proceed closing the case for now. Please respond to their email and reach out to us via private message for any assistance. 

Sahana - I was told they did not have the parts to repair the laptop.  If they have the parts, I would like to send it to repair it.  

Greetings semilo,

Please private message the registered name on the account for verification purpose. We'll review the history and check for the available options. 

You could send us a private message by hovering the mouse pointer over my username, and adding me as friend.

I have sent private messages 3 different times, and still no response.

It is great that Dell monitors these boards, and makes statements to send them private messages.  But, when you do send them a private message - I would expect them to respond back.

18 hours later, and 3 private messages to Dell officials over the past 5 days - and still no response.

Does anyone know of a phone # or way to get US based Dell officials ?

Give it a little time. In the past when I have contacted support staff through this forum, it could take 3-5 days for a response. If you keep messaging them, you'll just drive them crazy and they won't want to help. Be patient and polite.

It has been 1 week and no response from anyone at Dell even though I sent "private message" to two people at Dell as they requested. Does anyone have any suggestion on how to get a deal supervisor on the phone?

Greetings Steve,
We regret the inconvenience.I did not have access to your private messages due to technical error. I reviewed the entire case history and see that you were given a quote to replace multiple parts. However, the technician found that the harddrive was not in stock with no ETA. Hence, you were asked to contact the local technician. Please contact our out of warranty team at 1-800-288-4410 to check for the part availability. If they do not have an ETA yet, I'm afraid you will have to contact a local technician for further assistance.

Let me join into the fray:

Less than 60 days ago I received my brand new XPS15. It was love at first sight and I was excited at all the possible productivity enhancements I was going to realize with such a powerful machine. Two days ago I started receiving a message that machine wasn't able to recognize the power adapter properly and it would affect charging. Then the machine died. I promptly called tech support and they informed me that I would have to ship the XPS 15 to depot to get it fixed and that the turn around would take about two weeks. TWO WEEKS of being without a top of the line machine that I expected to last me for several years without a glitch. I upgraded the warranty to premium support and called back. The technician kept suggesting that I send the machine to depot (over 6 references) as if they sent a technician to repair the machine he/she might not have all the necessary parts. When I asked the technician and her manager what they were going to do to compensate me for my lost time they said they couldn't do a thing. Further they refused to send out a new machine instead of attempting to swap out the motherboard and RAM.

Now this is a really sad turn of events because at one time the name Dell had meaning. It was about quality and customer service. This is obviously no longer the case. My calls were first routed to the Philippines and then India instead of a tech facility in the United States. The staff at these locations are obviously incentivized to keep the costs as low as possible regardless of the customer's needs and the price paid for the premium support contract. When asked to be escalated to an American support specialist I was advised that this was not possible. Frankly after this experience I will never purchase a Dell product again and will recommend to other's within my circle of influence that they do the same. As a consultant and specifier of computing hardware to large organizations I will also communicate my misgivings related to Dell products.  Companies succeed or fail based upon their reputation within the marketplace. Anger enough clients and your business will contract substantively.