“My name is John, and I am a customer advocate at Dell headquarters.”

BillO-Texas — Wed, 15 Apr 2009 16:15:10 GMT

Howdy from Texas,

I have a couple of issues that have popped up since ordering a dell studio XPS (435MT). Please understand i have tried calling 800 numbers at dell and even emailed the consumer_Advocate@dell.com (this email was not read properly and was not responded to in full). I would like someone to contact me regarding these problems in case (KMM95566700I57L0KM). If you can pull up the case you should find my contact info. Sorry for posting here, but i am hoping someone will be able to help.

Thanks

BillO-Texas

DELL-Todd S — Tue, 24 Mar 2009 20:04:33 GMT

Hi Djinnmage,

If you can PM me some additional information I'll see if I can get someone to help you. Did anyone you speak to yesterday provide you with a case number? Providing support for what we called "non-tied" monitors has been standard for us for years and I'd like to find out who doesn't know how to handle that support.

Djinnmage — Tue, 24 Mar 2009 19:23:44 GMT

Hi John,

I have used, bought, and recommended to others to buy Dell products for the past few years, but now I am incredibly frustrated. I bought a refurbished Dell Monitor off of craigslist less than thirty days ago (a Dell 2408WFP). It was new (well unopened) in the box from dell, and the box was still sealed with Dell's packaging tape. The monitor was working well, but I had some problems with it. First in the middle of the screen were two small grey blobs (I believe dust or dirt under the display that cannot be cleaned off). Then some pixels started flashing colors. Now yesterday I am getting red vertical lines on the left side of the screen (It happens no matter what input I use). I have contacted Dell's Customer Service and Tech Support multiple times. Every time I call, no matter who I talk with in any department, I am harassed for an Order # and Service Tag. No one seems to understand that you can buy a monitor from dell without a computer. Not to mention 24" monitors do not have service tags. I have tried to contact the original seller for his order # but he cannot find it. I offered to give Dell his name, address, phone number to look up the information, but they refused. I offered to give them the serial number from the monitor, but they refused to accept it. This was not an isolated incident - I spoke with at least 8 different people over the course of 3 hours yesterday in different departments, and they all would only accept an order # (they wouldn't tell me what it looked like or let me even try to give a number I found on the box, hoping maybe it was an order #) and nothing else.

This has been unbearably frustrating. I don't know what is so hard about honoring a warranty from the date of manufacturing on a monitor when it's clearly at worst case, 7 months old while all 2408wfp monitors come with at least a 1 year if not 3 year warranty. I have never dealt with a company before that wouldn't honor a warranty from at least the date of manufactured if a receipt or order # couldn't be found. What can I do to get some kind of help? All I want is to have this monitor repaired or replaced. Please help me!

Photomistr — Sat, 17 Jan 2009 12:53:53 GMT

Hi John, I've ordered Studio XPS on 29th last year, got a confirmed delivery date of 6th Jan - co it was quick. But my parcel got lost on delivery - so I never got it , I had to wait another week to close WWI investigation, I had to reorder the PC again, with estimated delivery date on 11th Feb. I understand it is not your fault, however it is very disappointing company like Dell got NO compensation policy. Some free HW update would be nice gesture. In fact I was shocked to be honest. Do you really think customers are paying $$$ for latest cutting edge technology as i7 and are willing to wait 7 weeks to get it? By the time I get my PC it will be ordinary office PC. Can you please let me know if there is any way of the delay compensation? Thank you.

re: “My name is John, and I am a customer advocate at Dell headquarters.”

Loritlc3 — Sun, 30 Nov 2008 05:56:54 GMT

I really need a customer advocate!!! This is my story: When I purchased my computer I was informed that I would receive a coupon for $100 of Dell products. When I didn't receive the coupon, I contacted customer service who finally e-mailed it to me after almost 2 hours on the phone. The coupon listed a code and conditions but Absolutely nothing about expiration! When I tried to use it I was told that it was expired or already used. I offered to forward the e-mail when they insisted that the e-mail is supposed to list 120 days under terms and conditions but they were not interested. Code was also still within 120 days based on the e-mail date. After 3-1/2 hours on the phone I get the customer care manager, Nadeesh who states that it was their fault but they can't re-issue coupon codes, so he is sorry and understands how I must feel! He said that he would forward my comments to his manager but that his manager will not contact me as he was the highest person in the Dell corporation that I could speak to. I am a good customer, I paid off my computer and can't understand why they would do business like this! I want to warn as many people as possible! I was planning on using the money for a Nintendo DS for my 7 year old for Christmas this year. I really need this coupon and would Love to find someone to talk with about this situation. Thank you, Lori

re: “My name is John, and I am a customer advocate at Dell headquarters.”

Glennie Jane Lopez — Mon, 27 Oct 2008 19:24:49 GMT

Dear dell,

I'm a stay home grandma with a lot of time on my hands I love taking care of my grandchildren to help out my children since I don't have a job right now but I would love to be able to work from home and feel like I'm helping other people and if I could be a product tester for Dell I could do both. I'm 38yrs old and I don't have a lot of experience with computer so I would be the average person.

Glennie Jane Lopez

re: “My name is John, and I am a customer advocate at Dell headquarters.”

Vicki Watson — Mon, 20 Oct 2008 19:20:10 GMT

would someone let me know if my comments and concerns are being evaluated

thank you

vicki watson

re: “My name is John, and I am a customer advocate at Dell headquarters.”

robert — Wed, 15 Oct 2008 13:42:35 GMT

What is to come to solve the NVIDA GPU issues with g84 and g86 model processors? The BIOS update is only to prolong the death of the GPU (a fix that does not correct the processor package type which is the problem), also cuts battery time and makes the system very loud.....

When I ordered my system I did not anticipate it to be so much trouble.

I have a m1330 with it's second motherboard installed due to this paticular issue.

re: “My name is John, and I am a customer advocate at Dell headquarters.”

Theodore P. Wierzbinsxki — Mon, 13 Oct 2008 19:51:34 GMT

To Whom It May COncern:

Hello to everyone at Dell. Can you please help me out. I received an e-mail on a promotional offer from Dell to test and receive for free this particular laptop model XPS M1530. This was a limited time promotional offer. I accidentally deleted this e-mail. Is this promotion still available? If so, please e-mail me the particulars so I can teake advantage of this or any other offer by Dell. Thank you.

Sincerely,

Theodore P. WIerzbinski

re: “My name is John, and I am a customer advocate at Dell headquarters.”

John — Sun, 12 Oct 2008 21:24:06 GMT

I think the first thing we all need to undertand is that Dell outsources their customer serivce to, last I checked, India. In turn they have employed very poor english speaking individuals. Next we need to understand that these customer service representatives have to follow a strict line of questioning. When you tell them your problem they enter that on a screen and the program comes back with the appropriate questions to ask. The program will not move on unless they have asked and answered all questions. The representative does not always know something about computers or even your computer. They are just reading from a program.

I know it's not the best practice, but, in Dells defense they have a very large clientel and need to be able to keep the prices down by outsourcing their customer service department. Which is probably the biggest department they have.

Now with that said I have had numerous problems with Dell. But I always keep in mind the person I am talking to. I also have an advantage of their reps. I know a thing or two about computers. I bought a refurbished Inspiron 1501 and with in a week the hard drive crashed, they sent me a new one and that one crashed. So I bought my own hard drive and I have not had a problem since, with the hard drive. The keyboard was stuck on the ; key when I would hit the letter L. So I bought a new keyboard and no problems there. Then the screen stopped. Now this I had to buy from Dell. But the customer service rep was convinced my monitor was good and that it was the connector between the MB and the monitor. Once again I know a thing or two about computers. I also own a Inspiron 1500/6400, All with same inner workings as a 1501. I traded out monitors and wow, it worked and the suspected bad one didn't. I informed the rep of this and she said OK and a new one was ordered for me.

As far as ordering and shipping the only real issue I have had was when I was overseas and tried to order a MP3 player and have it shipped. I never received it, and it showed it was shipped and delivered. I asked where it was deleivered to and they said it was never shipped because it's on back order.

Now my sister-in-law has a bussiness account with Dell and she has had nothing but problems. Someone ordered 17 items on her account. She has had nothing but problems in trying to get it resolved. Her limit on her account is 2500 and what was ordered was over 12K. So how this was able to be ordered is beyond me and her. However I did mention that it could be a computer mess up and she didn't order it but it was erronously placed on her account. Now of course getting a customer rep to hear her concerns is like pulling teeth froma hungry lion. It just doesn't happen.

So if anyone has any way to fix this problem please let me know.

Thanks

John