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?
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.
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 !!!!!
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.
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!!!
letme introduce myself as an unfortunate dell customer. i bought a pc 3 yrs ago, which is now in out of warranty. i tried to contact the tech support numerous times by phone and e.mail to dell'unresolved' issues.
could anyone please help me in giving a postal address to a higher authority to raise my issue. basically the service i got was terrible and a total disaster in terms of the outcome.
as i lost my hope in phoning customer care and senting emails to customer support- i really prefer a proper postal address. i deeply appreciate my co-members help in this case
Here is the info you require.
Mark it for attention of Offices of Chief Executive.
Dell Corporation Ltd
RG12 1LF Bracknell, Berkshire
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.
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.