Thread: Dell / Official Complaints Procedures

I am having NO END of problems with my new Dell laptop. I won't go into the myriad problems and ATROCIOUS "customer service" I have received, except to say: NEVER BUY A DELL!!!

Anyway, I want to make an official complaint and I cannot see a way of doing this on their website. I have asked several "customer support" agents for an email / snail-mail address to make an official complaint, but I never get a response.

Can you tell me, are Dell required by law to give me this information? I seem to remember something about it being a legal requirement for a company to convey their complaints procedure to a consumer. Am I wrong?

Thanks!

Similar Threads:

• Please Help - Dell Computers
• Question with regards to Dell
• Clarity on procedures now!
• Dell Default
• Banks Internal Complaints Procedure, and the FSA/FO complaints route.

Dell Products
c/o Milbanke House
Western Road
Bracknell
Berks RG12 1RD

Dell Products is registered in the Republic of Ireland under company number 191034 with registered address 25/28 North Wall Quay, Dublin 1. VAT registration number is IE 6591034U.

was i being blind? :o thanks.

do you know the answer to my question though? are they legally obliged to convey to me their complaints procedure?

anyone? is a company legally required to give you a copy of their complaints procedure?

I wouldnt think they are legally obliged to have one, let alone disclose it.

Though if their actions aren't legal that is different, but a matter for TS etc to enforce.

thanks.

and LOLOLOLOLOL at your avatar!

I too have had endless problems with a Dell laptop I bought in January. Having spent hours on the phone and after having to pay for software support it is no better. NEVER BUY DELL would be my recommendation. I refuse to go through their technical diagnostic procedure again as it never solves the problem.

It has got to the point where I am just going to send the computer back with a letter of complaint - I don't care if I never see it again!! Dell would not give me an address/telephone number for their complaints department - I just got silence on the other end of the phone. I will try writing to the address given here but am not expecting much success with getting a refund which is what I really want.

Were these Dell computers bought from a store of through an internet site ??

Mine was from the dell internet site

I am also have problems with Dell stonewalling me, not returning calls etc. I have been told that if I want to complain I have to post a letter to Ireland. This is a company that has taken £1,300 from me in an online transaction, but I have to post a letter to them to make a complaint.

I've registered my concerns about the appalling customer service with the Office of Fair Trading and my local Trading Standards office. If enough people do the same they may start to realise the financial impact of treating their customers like this.

And if anyone has any ideas about how to get through to them ....?

Like other people on here, Im having a nightmare with Dell, I brought a Server (T105) built to my spec, it cost £1200, it dosnt work, is the wrong configuration, no licence for the operating system and no driver disk, there customer service is appalling, please keep this thread going, Ive been trying to resolve this issue for two weeks now, they dont reply to emails or voicemail, I have just emailed there service manager, if i get no sense like others im going to OFT and TS, never again will i use Dell, as a footnote, my company spent £44000 with Dell three years ago, we are now due to replace all IT hardware, the server being the first stage, guess what? I wont be using Dell for anymore replacements !!!!!

Report them to Microsoft - https://www.microsoft.com/resources/...displaylang=en

That should wane a bit of your anger.

[quote=Conniff;1620994]Report them to Microsoft - https://www.microsoft.com/resources/...displaylang=en

That should wane a bit of your anger.[/quote

Thanks for that, and done !!! anything to get some some personal satisfaction out of these pirates

Hey AngryWithDell - did you ever send your computer back? I've also reached the stage where I want to post mine back - but unsurprisingly I can't get an address from them to send it to.

And an update on the OFT/TS/BERR....Trading Standards took notes of teh complaint and sent me to the Office of Fair Trading. The Office of Fair Trading took notes of the complaint and sent me to The Department for Business Enterprise and Regulatory Reform who then .....sent me back to the Office of Fair Trading.

In the meantime I got an email from DELL saying they would not respond to anymore correspondance from me

If anyone had come across a government department who has an interest in how DELL abuse its dominant position to mistreat its customers let me know.

Cheers

I'm also having problems with DELL, they have had £1700 of my money since 18th August and I don't even have the goods I ordered as they cancelled the order. Don't bother with the Bracknell address as I was told this morning that they have no customer contact there. They did give me the following details so here you go and good luck to everyone trying to get them to sort things out. Small claims court here I come!!!

e-mail: uki_customer_complaints@d ell.com

in writing: Dell Corporation
Cherrywood Science and Technology Park
Cherrywood
Cabinteely
County Dublin
Southern Ireland
Att: Complaints Dept.

Welcome to the site.Have reduced the font size to assist users helping you.

Here is the info you require.
Mark it for attention of Offices of Chief Executive.

Head office
Dell Corporation Ltd
The Boulevard
Cain Road
RG12 1LF Bracknell, Berkshire
United Kingdom

Enclose copies of letters you have previously sent,logs of phone calls etc.
In order for your complaint to grab attention from this level-I suggest you make your complaints concise and use a spellchecker to proof it.

Originally Posted by nooneshotjr

anyone? is a company legally required to give you a copy of their complaints procedure?

They wouldnt even give me the address to complain to, according to their customer relations manager their complaints procedure is done entirely behind closed doors and the complainee is not entitled to learn of the outcome. They have finally approved a replacement for my pc after 9 months of it not working from the day i received it and all parts being replaced at least once. I told the manager of XPS tech support that i would be making an official complaint regarding the service I had received and he told me if i complained about him, he would block the new pc and I wouldnt get it! Trading standards say i have a good case against them as the computer was not of merchantable quality and they did not repair or replace it in a reasonable time, they are subsequently liable for any consenquential losses I have incurred. I just wish i had the conversation recorded when the manager threatened me!

I wish I'd found this forum before buying a Dell outfit before Christmas! While it all works OK, I am appalled at the cost and short life of ink cartridges for the V305 printer. I also have an Epson Photo 2100 for photograph printing, and bought the V305 for letters, etc. It is now telling me it needs a second new black cartridge in 6 weeks light use at home, and they cost twice as much as Epson ones at around £20. So the printer, at under £50 is worth just two and a half cartridges! An appalling rip-off. Moral of the story - DON'T BUY DELL PRINTERS.