Dell not answering

Just to followup: I have not received any response from Dell’s chief marketing officer, Michael George, to my helpful and polite letter. And when MediaPost did a story on this, Dell wouldn’t return their phone calls either.

: The San Jose Mercury-News, covering the Blog Business Summit, also mentions the saga and it appears on a score of Knight-Ridder sites.

  • http://www.mightymiddle.com michael reynolds

    I’d add my own Dell experience here but I gather you’re trying to keep the site PG and I don’t know that I can discuss those people without at least an R rating.

  • http://futurewire.blogspot.com Brian

    Several years ago I had a go-round with Dell in repairing a workstation. The problem, in hindsight, was a bad CPU, yet after repeated visits from one of their techs (who was very responsive and nice, BTW), that’s the one part that they didn’t replace. In the end, they replaced the whole machine, but had they diagnosed the problem correctly in the first place, they could have saved themselves a lot of time and hassle. Having worked with computers for over 20 years, I had never had to deal with such a lemon!

    More recently, your posts detailing your struggles with Dell dissuaded me from choosing them when buying a laptop for my daughter. One small step in the power of blogging, I guess…

  • http://chicagozoner.blogspot.com The Zoner

    If I just close my eyes really, really hard–the monster will go away! New slogan: “Dude, you’re getting a majorly reduced dividend”

  • d

    jeff, the way you’ve phrased this entry, it reads as if you received a helpful and polite letter from Dell’s chief marketing officer.

    clearer is: “…have not received any response to my helpful and polite letter SENT TO Dell’s chief marketing officer…”

  • http://buzzmachine.com Jeff Jarvis

    d: right you are. thanks for the edit.

  • http://marginalizingmorons.blogspot.com/ CaptiousNut

    I generally ignore these Dell posts but want to mention one thing.

    I am not sure what the exact numbers are but I read recently that 6 years ago, the average cost of a PC sold in the US was $1,900. Today it is $1,100.

    The fact that many people think Dell’s customer service is lacking is not to be diminished, but nor should Dell’s role in the economically beneficial disinflation described above.

    Many people would surely pay a little more if guaranteed better customer service, but there is also a population that enjoys the increasing affordability.

    I have had very bad customer service experiences with Dell (on some machines) but I have had even worse service from other manufacturers.

    The customer service is deplorable at McDonalds but millions still eat there. How much better is the service at Burger King?

  • Ed Rusch

    Jeff, are you on your pulpit here as customer or blogger? You seem to be blurring the line. No offense, but you should know the world of big business enough to know that not every customer will receive a personal response from the chief marketing officer of a very large firm.

    If you’re preaching as a blogger, perhaps it;s because doesn’t care about the voice of a lonely blogger with 5,200 readers a day.

    I understand your frustrations — and I’m certainly no friend of Dell — but comments like this show why bloggers are in general are fringe characters.

  • http://home.earthlink.net/~carlsdesk Carl

    Jeff, are you on your pulpit here as customer or blogger? You seem to be blurring the line.

    Ed, which line is this? I thought that one of the key points of blogging is that that line doesn’t exist. The customer IS the writer, that’s the power of this medium.

  • Ed Rusch

    “Ed, which line is this? I thought that one of the key points of blogging is that that line doesn’t exist”

    In the real world it does.

    Bloggers seem to be confused about the fact that they operate in a larger world that doesn’t give a rat’s behind about bloggers. Do you think you’re special because you’re a blogger? Or entitled to more special treatment?

  • Laurie

    I was happy to finally hear that someone is able to make it clear to Dell that their customer service is horrendous and make it heard!

    I tried for 2 years to have my Dell Computer fixed or replaced. There is not room here to describe the countless calls….hours and hours that I tried to fix my computer while being “coached” by customer service, the letters written….the absolute frustration experienced. I kept track of the time I spent – it was 108 hours.

    And this all with a 5 year top of the line warranty I paid for over and above the price of the computer. It is deplorable that Dell spends so much money on advertisitng and is certainly ready and willing to take our money……but when it comes to whether or not the computer acually works…well Dude. bummer you got a Dell.

  • Gerard

    I don’t know if this has been mentioned, but Dell does something I find a bit tricky. Technical support is mostly outsourced to India while SALES is located in the USA. Dell is preparing to open a HUGE sales support center in a big fancy building in Oklahoma City. So, if you want to BUY a Dell – you’ll talk to English-as-a-first-language Americans. After you buy the Dell…..well……many of us have been there. Seems a bit tricky to me.

  • rollinspam

    Dell really sucks in customer service as of late. My computer stopped booting up and I called their tech support, who sent me to a tech support sales guy. The guy said if I paid their support fees $85, they would fix it, guaranteed. Not only did they not fix my computer, i spent 3 hours on the phone rebooting doing exactly what i did. These Dell support sales reps will lie their ass off to get you to pay for their support. DON’T DO IT! They will not help! I tried to get my refund back but they wouldn’t and even spoke to a Supervisor who hung up on me! I called again and talked to another guy who was actually helpful and gave me my refund back. The whole ordeal took 4 hours and it was one of the most frustrating nights ever. DO NOT use Dell SUPPORT!

  • http://countertop-chronicles.blogspot.com countertop

    rollingspam –

    I assume – since you were on the telephone, that you used a credit card. Did you ever think of contacting Visa and telling them not to pay the charge. You have that right, you know.

  • http://chicagozoner.blogspot.com The Zoner

    If I was running a company, I’d take very seriously the fact that 5200 people (and then stretch that exponentially) are reading a very detailed account of someone’s terrible experience with my employees/product. Even more is that those readers are writing back with many of their own horror stories. The problem isn’t this so-called line between consuming and blogging. The problem is that the apple doesn’t fall from the tree. The top is reflecting the employees. And even if Jeff wasn’t a blogger with thousands of readers, a smart business person would at least try to respond and try and rectify the situation (although that ship has sailed). They’ll eventually get it and we’ll eventually get better service.

  • Felix

    Jeff,

    Maybe the reason Dell hasn’t responded to your “polite” letter is because they’ve also read some of your earlier Dell posts, which weren’t as, umm, polite.

    Just a thought.

  • http://geistbear.blogware.com Thomas

    First off, I don’t think there is a line between customer and blogger either.

    Ed said “Bloggers seem to be confused about the fact that they operate in a larger world that doesn’t give a rat’s behind about bloggers. Do you think you’re special because you’re a blogger? Or entitled to more special treatment?”

    Ed a business not giving a ‘rat’s behind’ about a customer base that has the power to communicate in an ad-hoc fashion with or without them is a poor decision. I don’t think Jeff or anyone else who has replied in comments is looking for special treatment just a more direct engagement. In fact I think voices from Dell would be welcome to join the conversation.

  • http://adam.easyjournal.com Adam Weinroth

    Writing an open letter is a very underrated experience. I encourage you to go read the one I just wrote to Jeff on my blog. You should write one too!

  • http://BuzzMachine B. colegrove

    Tis with mixed emotions that I submit this. M Dell has done some great things economically for the PC User and has managed to totally alienated a tremendous number of business owners, suppliers and frankly a lot of employees. His personal greed has prevented Dell from paying any dividends while he has sold 100’s of millions of dollars worth of stock and replaced most of it thru the exercise of super low cost options. Thgus no dilution of his equity position. would I buy a Dell, probably not, customer service really sucks as does the bait and switch tactics they use in upgrading and selling computers. Follow the Class Action litigation against them now in San Francisco!!!

  • http://www.desparoz.com Des Paroz

    Dell has been an innovator in the ecommerce world, and it truly surprises me that they are not trying to at least engage their online market – which is, lets face it, their homeground – in the conversation.

  • Ed Rusch

    “Ed a business not giving a ‘rat’s behind’ about a customer base that has the power to communicate in an ad-hoc fashion with or without them is a poor decision.”

    See, that’s where the blogger mentality is at odds with the real world: you make the assumption that a blogger speaks for a customer base.

    But they don’t.

  • Ed Rusch

    “Did you ever think of contacting Visa and telling them not to pay the charge. You have that right, you know.”

    No, no you don’t. You have the right to formally write Visa and ask them to reverse the change, and you must include documention. Dissatisfation with a service that was indeed delivered is not a reason for Visa reversing a charge.

    Visa will not reverse a charge based on a phone call.

  • http://chicagozoner.blogspot.com The Zoner

    “See, that’s where the blogger mentality is at odds with the real world: you make the assumption that a blogger speaks for a customer base. ”

    I don’t know; there sure seem to be a lot speaking here. And blogging is still relatively new. Wait a bit. It will have more of an effect.

    And Ed, it’s Friday, man.

  • Ed Rusch

    “I don’t know; there sure seem to be a lot speaking here.”

    A lot? Fewer than 20 is a lot?

    Do you know how many units Dell ships in a day?

    Assuming that Jeff speaks for every one of his readers is a bad assertion. I don’t see Jeff even making that argument.

  • http://www.writingthatsells.com Susan

    All of a sudden, Dell’s refusal to acknowledge you is sounding a lot like Bush’s refusal to meet Cindy Sheehan. Her loss was, of course, unimaginably greater than yours. But the hubris you’re both encountering is the same.

  • Bernie

    One more complaint. Dell customer service and attitude toward customer relations absolutely stinks. They have no regard for their customers. Period. End of issue.

    I am a lawyer, not a computer tech or repairman, etc. I did direct at least $20,000 per year toward Dell purchases, either personally or through recommendations to clients, friends, etc. That has ended over an issue of less than $100 and Dell’s attitude that they do not care.

    I got a Dell 193EP LCD monitor. It is marginal quality at best. I wrote to and then spoke to Dell’s executive offices to complain. I wanted to swap it for a better quality 19″ LCD and pay the difference in sales price, which was about $80 to $100. They wanted more than $150, for no good reason. They had my records showing how much I had spent in a matter of a few months. Notwithstanding this, they pretty well told me to drop dead.

    I did this only days after I got the monitor. It was virtually new. I could have returned the monitor and computer, but I had already given away my old computer and monitor to a local school. It was too late for me to return the new Dell equipment.

    Dell lost a $20,000 per year customer over $50 and total arrogance.

    I am glad that others realize how bad Dell has become.

  • http://geistbear.blogware.com Thomas

    Ed “See, that’s where the blogger mentality is at odds with the real world: you make the assumption that a blogger speaks for a customer base.”

    It honestly doesn’t matter if bloggers do or don’t speak for the entire base, it’s a medium that reaches masses so the potential impact is why it matters or not. And even if you don’t think of the internet as a mass medium it does impact mainstream journalism. When you start seeing stories about it in arguably the most influential tech newspaper you have problems. http://www.siliconvalley.com/mld/siliconvalley/12425358.htm

  • http://chicagozoner.blogspot.com The Zoner

    “Assuming that Jeff speaks for every one of his readers is a bad assertion. ” Assuming that I assumed that is wrong. I’ve no idea where you got that from. I was saying that just because corp. big wigs don’t see the power in this medium doesn’t mean it’s not effective. And it’s not just here. Go to other sites like Yahoo finance. I don’t understand the hangup Ed.

  • Earl Hathaway

    Look, when people complain about Dell, I point and laugh. You all drove all the local shops — the ones with the good customer care and the people that give a shit, if for no other reason than you are standing in front of them — out of business because you could save a couple dollars with Dell. Now you’re reaping what every single one of you sowed.

    For the record, I buy computers from Dell; I just have no illusions about what I’m buying. Everything they sell is as cheap as possible with no bit of quality spared if they can save a couple cents. Any software problems I solve on my own because I’m a developer.

    Earl

  • http://www.geekgirl2.com geekgirl2

    Good to hear that Dell are being consistent in how they treat people all over the world! hahahahahahahaha

  • mr lawson

    Man Jeff, don’t be so hard on dell. If you need tech support, i’ll help you.

  • Tom – boston

    There are two types of dell service consumer and business and different levels of Business service.
    Lost a RAID Controller card – which is not something you want to have happen – the resolution went well – but trying to deal with them is impossible. I think there customer service stinks – but I don’t anyone is any better.

    Dell should apply it much vaulted manufacturing systems to service.

  • Ed Rusch

    “It honestly doesn’t matter if bloggers do or don’t speak for the entire base, it’s a medium that reaches masses so the potential impact is why it matters or not.”

    Masses? 5,200 readers a day? My frickin’ little college in Wisconsin was bigger than Jeff’s reader base.

    You are delusional when you call blogging a mass medium.

  • Ed Rusch

    “I’ve no idea where you got that from. I was saying that just because corp. big wigs don’t see the power in this medium doesn’t mean it’s not effective.”

    How are you defining effectiveness? If no change occurs, then how is it effective?

  • Stefan Kristen

    It seems there are two arguements here. First, Dell service is really horrible. Second, what is the value of using a blog to bring an issue to the attention of the public?
    My own experience with Dell computers and service have convinced me to avoid that company in the future. I’ve owned a home-built, Compac, Dell, and Sony computer and the only one that ever gave me any trouble was the Dell. The nice indian technician I talked to was sure he knew what was wrong and talked me into buying two new proprietary memory chips. Needless to say, he was wrong and I ended up with a useless computer and two memory chips that I couldn’t return.
    It seems to me that the value of this medium is much greater than many of us realize. A complaint made here is that 5200 hits a day is not that much, and that Dell need not fear losing this small number of potential customers. We’re talking about 5200 tech savy people, operating in a computer driven medium, connected to to each other through tendrils that reach into every corner of the world. The interconnectedness of the blog world is enough to amplify an important issue exponentially. I think the brains at Dell are foolish to think they need not address this issue. Stefan

  • Ed Rusch

    “We’re talking about 5200 tech savy people, operating in a computer driven medium, connected to to each other through tendrils that reach into every corner of the world. The interconnectedness of the blog world is enough to amplify an important issue exponentially. I think the brains at Dell are foolish to think they need not address this issue.”

    The Kool-Aid drinkers all say this, but no one can point to one tangible consequence suffered by Dell. You can complain and complain all you want, but at the end of the day Dell is Dell and you are powerless. Why are they foolish? Yes, they have unhappy customers. Guess what? ALL BIG COMPANIES DO. Even Google. Even Apple. A little real-world perspective is important here.

    And I’m a little tired of the rather blatant racism here, with people complaining about the Indian tech support. No offense, but I’ve worked on two help desks for Cal-based computer firms, and you’re not exactly encountering geniuses at most tech help desks, either. I just dealt with an Indian outsourced help desk the other day with an Intuit issue; the help was professional and effective. So let’s just quit with the racism. Anyone who buys from a multinational vendor like Dell (which, by the way, has used overseas support for years now; it’s nothing new and previously was in Ireland as well) should not complain. If you want local support, buy from the local mom and pop (like I do).

  • Ed Rusch

    “A complaint made here is that 5200 hits a day is not that much, and that Dell need not fear losing this small number of potential customers.”

    And again, don’t assume all 5200 readers agree with Jeff. That’s a very dangerous assumption.

  • http://www.truthorsomethinglikeit.com/ Scott Hannan

    I have used Dells for 5 years now (currently using a Precision M70 Mobile Workstation at work, Dimension 2350 at home), and have recommended them to many people. I have always gotten them at a great price, and have always had great customer service.

    Judging by your attitude on here, perhaps it is your approach with people that causes you most of the problems? I tried to read and see some semblance of a real answer on what the initial problem was with your 600M, but the only real thing I see is you ranting. Why don’t you let me call Dell for you, and see if I get any more traction than a pushy blowhard who instantly writes a letter to the top dog, and expects him to come bowing at your feet.

    Its amazing that your next option after Dell is an Apple; I hope the MightyMouse isn’t too complicated for you.

  • Vicki

    My computer challenged friend had me buy her a new Dell to replace her old Dell which she was operating on Windows 95. She had never had a problem but wanted to be able to do more. Fine, we ordered a new Dell, it arrived, we put it together and the keyboard did not, would not, could not work. After one hour on the phone, 45 minutes of holding listening to horrible messages and music, 15 minutes of conversation with a very nice and fairly intelligible operator they agreed we needed another keyboard. It arrived the next day and everything works well. Dell sold over 9 million computers in the last quarter. Do you think they care that I took an hour of my time to try get another keyboard? I don’t.
    Blog or not, until the ratio of problems to sales changes, nothing will change… unless another company sells over 9 million computers in a quarter.

  • http://buzzmachine.com Jeff Jarvis

    Scott: Did you read the original posts? The machine had numerous problems, which I outlined, and I spent a great deal of time in communication with Dell, which went nowhere. I wrote to the boss there only when I could get no satisfaction whatsoever. You sound like you work there. My story is hardly unique; even I am amazed — as should Dell be — at the horror stories that have come out in the comments and in blog posts linking in.

    Ed: Whether this has an impact on Dell is Dell’s problem, not mine. I am one consumer who brought my complaint to the web when I passed over the edge of frustration. My intent was to add one more link to the Google search for “dell sucks.” That’s how this started. The outpouring of frustration, anger, and horror stories at Dell amazes me. That is what Dell should be paying attention to: We’re just consumers. Or rather, we’re former consumers. I have no desire or intention of managing Dell; that is their job. I just want value and reliability and honest in exchange for my money and I didn’t get it and I said so.

  • http://www.truthorsomethinglikeit.com/ Scott Hannan

    Well, I must agree with you, in principle, that any company should place an emphasis on customer satisfaction, and I myself wouldn’t like the answer that simply because others are satisfied I should be as well (the whole 4 million customers can’t be wrong approach). I mirror your feelings regarding Dell when it comes to Chase Bank.

    I think I read your original post on this — overheating, network problems, etc? However, I think there is a sea change when a company gets as successful/behemoth as Dell. Once you’re on top, your drive for excellence gets muted. Like I said, I have had no problems with them, but best of luck with the Powerbook (those will be Intel also soon).

    If Dell is concerned about improving, maybe they might start sending you promotional equipment and letting you review it. If not, I hate to see them go the way of Gateway (a company I once revered for customer satisfaction).

  • Ed Rusch

    “Whether this has an impact on Dell is Dell’s problem, not mine.”

    Actually, Jeff, my comments are not directed to you at all: you are not claiming any impact on Dell and are just passing along your experiences. I don’t have a problem at all with that.

    My problem is with those who declare some sort of impact on Dell when there clearly is none.

    But you really do need to get out more and learn more about the wonderful world of customer service. Any forum where people can gather to spleen will always draw dissatisfied folks out of the woodwork, and the comments here really shouldn’t surprise — Apple forums feature people complaining about Macs, Ford forums will have folks complaining about their lemons. Some is warranted, some is not. It’s pretty clear you’ve never worked in any real customer-service position. Some customers will blame you for everything no matter what.

  • http://www.hardcoreware.net/index.php Jonathan Millican

    I will never even consider purchasing another computer thru Dell after than more than perilous customer service,not to mention when you finally i mean finally get to talk with someone it only takes seconds to realize that the person trying to help you is nothing more than a narrator who knows nothing about being a real computer tech and there extended warranty is nothing more than theft when my harddrive failed they might have fixed it if I had 2 months to wait so you guessed it I fixed it and this isn’t the only occasion so if your considering buying a Dell you should do two things first which are REALIZE you are alone there will be “NO” customer support and Secondly dont buy the damn extended warranty it’s not work the paper it’s on !!!

  • http://yahoo High Tech Fan

    I have purchased Dell’s products for many years and enjoy the product and the value. I am very dis-satisfied with their customer support operations in India. It was very difficult for me the last time I had to call in and trouble shoot a problem. What should have taken 15-20 mins took well over 1 hour because of the difference in dialect etc. There was also a terrible delay in the phone line and the person on the other end really could not relate to my problem the way someone here in the USA would have been able to relate. It was such a frustrating event to me that I am seriously considering the next purchase to not be a Dell. It is bad enough that they are offshoring USA jobs but they are giving up service quality by doing so. That is 2 strikes against them in my book. I used to be an exclusive Dell customer but now I am now longer loyal to them as they have proven they are not loyal to me or the country who made them what they are today with their shift to India for support services.

  • p.s

    Dell is Hell, so is INTEL!

  • Bradley

    Earl, how did you get the mistaken idea that Dell customers drove the good local shops out of business? They’re still out there, and I gladly buy my desktops from one local shop — great service and a reasonable price. You must not have looked very hard. Ask friends and colleages for advice and do some sleuthing.

    I had already heard of Dell Hell from a friend who experienced it. Coupled with Jarvis’ narrative, that’s all I need to dismiss Dell from consideration. From what I’m told by the techies, Dell does great for corporate customers, but not so well for individuals, who don’t have the leverage of a big contract.

    I don’t want customer service for my PC by phone, whether from India or Indiana. I want to take my PC in personally if need by and talk with the person who’ll fix it. And that’s what I do. Who needs Dell?

    And Ed simply looks sillier with each post. If bad-mouthing Dell service on blogs is so inconsequential, why does he waste so much of his valuable time hyperventilating on the subject? Earth to Ed: you’re way too obvious and not fooling anyone.

  • http://comcast.net Joe Corlett

    Ed:

    “No one can point to a tangible consequence suffered by Dell”.

    Wrong.
    I swear, I’m not making this up. I was shopping on Dell’s website this morning and from what I’ve heard, I won’t be buying a Dell.

    That, my friend, is a tangible consequence.

    Joe

  • Paul

    There is a simply ‘rule’ for customer feedback that generally means you receive 4 to 5 complaints for every 1 compliment. That’s not a reflection of mediocre customer service, it just means people are more likely to voice their opinion when angry or displeased. The guys at Dell will be looking at this ratio, as well as other research they do into customer sat. They are the only ones who will know how they have been tracking. The rise in popularity of blogs simply allows a lot of these complaints a larger stage – from the outside (and on Google) it looks like Dell is getting worse, when in actual fact blogs are just getting bigger. I guarantee you that if every single person who experienced Dell customer service blogged about it, the good experiences would far outweigh the bad.

  • http://www.comcast.net Joe Corlett

    Ed:
    With all due respect, your playing the race card in this debate is way over the top. The Dell customers care not a whit the race of the customer service personnel, but they care greatly about their ability to speak English understandably. That is not racism, it is called customer service and none should have to apologize or be accused of racism for demanding it. It’s good business.
    That makes two of your points I’ve successfully obliterated and your silence is conspicious.

    Joe

  • Orhan

    I bought three sets of computers from Dell on a zero percent financing. Some reason or another last September they did not send me a bill and they charged me a late fee because I made no payment, plus interest or a total of $204.77. When I saw that I tried to call Dell customer service and no matter when I called the line was busy. So I decided to write Mr. Michael Dell himself with a check $1718.42 to pay my balance as of October 2004. I have not heard from Dell nor do they cashed the check. So in December I sent an e-mail to Mr. Dell’s assistant and asked her if they received the check, if not I would send another check. She called me and told me that they had not received the check, so I sent them another check fro the same amount. But Dell was not an honest company. They cashed both checks via ACH. Needless to say I had my bank stop the payments on both checks. And I instructed my bank to cash only the first check. Dell eventually cashed that check and I thought the problem was over and closed. I was wrong I started getting, daily annoying calls from Dell Financial. No matter how I explained to them that I owe them nothing, they kept saying I, now, owed them $240.

    I filed a complaint with the Better Business Bureau. The answer, to my complaint, from Dell looked sincere and satisfying. I wrote to BBB that I was happy with the results.

    Dear Better Business Bureau of Austin,
    I am writing on behalf of Dell in response to the complaint of Mr. Orhan Agaoglu. Thank you for making Dell aware of his concerns.
    I spoke with Mr. Agaoglu, June 27, 2005, in regards the $274.79 balance on his Dell Financial Services account, in which $112.75 was from Homework Plus and the remaining $162.04 was Interest.
    Mr. Agaoglu explained he never received or cashed a $4.00 check from Homework Plus. The check stated that if it were cashed there would be a $112.75 charge incurred. Homework Plus advised me a credit was applied to Mr. Agaoglu, Dell Financial Services account, in November of 2004, but records indicate the credit never processed.
    The Homework Plus representative resubmitted the $112.75 credit and requested (7-10) business days for it to process to the Dell Financial Services account.
    I notified Dell Financial Services of the Homework Plus credit, and asked that they cease all collection calls. Once the credit posts to the account, any remaining interest, and fees will be removed.
    If you have any questions or concerns regarding this issue, please contact me directly at
    1-800-624-9897, Extension 724-9524. I will be happy to assist you.
    Sincerely,
    Irene Stewart
    Dell Executive Services

    Unfortunately, I continued getting the annoying calls. Finally they stopped. Then I got a letter from a collection agency. I wrote to them that I disputed their claim and enclosed a copy of Irene Stewart, the Dell rep. I really thought that was the end of this problem. Once again I was wrong. I continued getting statements from Dell showing increasing amounts of what they claim I owe them,

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  • shaehart1

    Does any one have Michael George’s CMO Dell Marketing Rep’s email address??

  • shaehart1

    Does anyine have Michael George’s (CMO marketing for Dell)-email address?

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  • Kim Hartley

    Is there anyone that can help me with Dell..? I went to redeem a free coupon with Dell for a free computer (needed it for work) A salesman called me back and was very pushy trying to upgrade me, long story short he told me that I could upgrade to a laptop for $50 so I said OK, gave him my Visa but when asked for the exact charge, oops it was actually over $500 so I said NO, just the free coupon computer, he said think about it etc. REalising he was not going to stop trying to upgrade I said OK, and called back to Dell, was put thru to salesman voice msg. and I left a msg. no upgrade, just free/call back, never did…this went on and on, finally Dell customer care told me coupon expired, too bad….so I call Telus who provided the coupon as they had a new deal, as I had not rec’d my computer from Dell I qualified for other free offer, but when they looked into it, Dell had redeemed the coupon thus had been paid, I 3 wayed Dell/Telus, Dell admitted they didn’t send it and rather than rebare Telus the $400 they would send me a free computer. This was a nightmare but in the end they sent me a free ? computer but I found out they charge my Visa almost $500 ,thus the ordeal of trying to get it corrected started, lied to, put off….and now the only way to get back my $500 from Visa is to return the computer and then Dell says they will. The story is longer, Dell horrors are worse than imaginable but now I have this $500 on my Visa, put me over my limit, thus interest and over limit charges are applying, I couldn’t buy my daughter back to school supplies and Dell is saying they told me about the charges when they NEVER did at all…in fact told me they were sorry and were rushing my computer to me and that I would be happy….I would have never, ever agreed to $500 now nor did I back in Feb. which is why I said NO to the salesman to begin with….biggest scam I’ve ever come accross.
    Can anyone help? Dell should not be in business, more people need to make how horrid they are known….

  • Kim

    Hope I can leave another commment, never done this before thus after I put my first comment I read the others. Yes the Dell sales is in India and the english is not that great sometimes but I don’t anyone really cares about that or rather it is another issue, the issue with it being in India I found was that the sales dept is so far removed from customer service that the 2 don’t connect, sales does and says whatever they want, they don’t return calls, they put false sales thru/thus false charges on Visa’s when they scam a customer into providing their Visa info and then the customer service gives the run around when one is trying to correct the errors, get the charges corrected or even get their computer to begin with. I don’t care where the sales dept is or what nationality runs it…bottom line the lying, the no call back, the false charges are wrong, unethical irregardless and DELL allows it, created it, maintains it and uses the race card/the excuse card/the distance card/dept. not related card to their advantage to give terrible service and in my case steal money/put unauthorized charges on my Visa. Visa rep was very aware of this and was not surprised, obviously because it happens a lot….and the law is becasue I provided my Visa voluntarily Dell can/does get away with the theft. Was given advise on how to reverse it, work with Dell but it was soon realised their reps are expert at diverting, postphoning, lying and buying time until it becomes too late for me to even return my computer for a refund…again biggest scam ever. First comment I said the Dell story was more horrid – another example ….while being bounced around the Dell service center trying to actual get my free computer I was put thru to an Internet tech named M…who took it upon himself to 3 way the sales dept trying to help me (he was the 2 out of 40+ Dell employess with a conscience I dealt with) thus we got ahold of the salesman, as I gave my info again to him the phone line went dead? M said what happened, I told him they cut me off again, he could not beleive this, so we called back again, waited 25 min. finally got same salesman and I asked him what happened , salesman said you hung up on me? M then spoke up and said NO she didn’t, I was on line with her, to which the salesman muttered his manager was taking care of my acct. , M gave his direct line, his email and demanded the salesman cc him when my issue was resolved and we were told we would hear back in 24 hours, when 48 hours passed I called M on his direct line and told him I had not rec’d anything and he realised he had not and we started the same process over, while on line with M I heard him say something about how his call record would be now low but despite this he was going to help me….and things just got worse. I only put the letter M because I fear this 1 decent employee will loose his job, I have #’s, records of calls, names etc. and if there is anyone out there who can help or knows how to contact Dell …Please help….thanks

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