Dell Customers with Support issues

This Topic is a brief compilation of my experiences and knowledge of local law I acquired throughout many years of professional and personal experiences I will post links to legitimate UK agencies where you can find more information about your issues and confirmed for yourself the information here contained in regards of legality. This is only intended to provided guidance in how to better you complaints procedures, not take legal action against Dell. Such actions are up to individual choices not my own)

I have been a Dell customer for more than 10 years only assume such posture of posting this because in total or in part Dell;

A) Failed to resolve any issues or problems brought to their attention in a timely manner causing me great expense both financially and extreme time consuming in this year alone on two issues I spent 3 more or less months dealing with these (overall even though issues were resolved ultimately by following the 5 steps below and the only resolution was only after I wrote to Dell because people made promises and delays and more delays occurred and nothing ever happened.

B) Repairs carried out by Banctec which resulted in  damaged parts not covered by  in warranty by engineers inspec machine before you sign paper. 

C) In UK it has been my experience that none of the online solutions have worked since last year e.g. email, unresolved issue and support chat has to my experience never worked.

It would be worth while as well as following these 5 guidelines to contact a Dell Liaison via PM regarding your case. DELL™ Forums are Governed by US Law and mainly meant for main support to DELL™ US Customers though other customers from other countries are welcomed there.

A Dell Liaison is the closest you have in this user to user forum to help bridge your concerns and raised them with their contacts at DELL™

GENERAL GUILINES HOW TO PROCEED

These Guidelines should apply to any country points 1 trough to 5

1. In the event of any claim or support request Make note Of any case reference numbers Or ask for a reference number if you do not have one and keep a note of any Dell representatives name(s) or ID. Be sure you make note of dates and what method you contacted Dell e.g. Phone, email, Chat or by letter to the closest Dell Office in your area. Also keep all emails or other communications to and from Dell. These are your basic Resources or "weapons".
2. I would advise you before or after you buy a Laptop/Desktop or any machine or services (example of services would constitute extended repair warranties and accidental damage cover) from Dell or from any company to obtain from any government agencies who will provide you with information regarding Trading Standards and applicable Retail Law in your Part of the world or similar agencies as found in UK. This information is often easily found via websites and describe examples in plain English that may apply or are similar to your situation. This is perhaps your most valuable "resource or "weapon" in which to give you a better insight in how to better deal with unfortunate situations.
3. When you contact a support member via phone and don't receive the adequate support you expected, always kindly and politely but firmly request to speak (be escalated to or) with a Floor Supervisor or Manager, there is always one or both on duty in any shift. Remember the tier 1 or level one support are very limited (not authorized) by what actions they can take depending on the situation you maybe facing at that moment. When you are escalated to the Floor Supervisor or Manager explain your situation calmly but firmly and politely providing him/her with all the information about your situation. A Floor Supervisor/Manager is authorized to A) give you a call back if you request it B) escalate your case higher if they cannot resolve it themselves. If escalated higher make notes of when (day of the week and time) your expected to be contacted by a most Senior Member of Dell, It would be wise to specify a more convenient time for being contacted by Dell (we all have more to do in live then to deal with these issues). Please remember at all times the first rule its very important).
4. Perhaps the most important and valuable effort you can make to ensure success, is your determination, persistence and relentless contact with Dell until your issue as been resolved entirely to your satisfaction, in any case this course of action may be stressful but remember your already in stress because your facing an issue that probably as not been resolved for days, weeks and in my personal experience months. I guess what I'm trying to say is never ever give up. If you do they win you loose.
5. This is for sure a most recommended method of approach when all previous efforts fail, do not despair (if you do, you loose the will to go on and remember rule one and rule 4) type a letter down use a public library computer if necessary remember rule 1? Good this is the best time to make use of all the "intelligence" information Please remember at all times the first rule its very important) you been making notes of make the letter very official and start with a brief (1 small sentence) that sums up your issue and then start typing away to your hearts content be polite and don't loose your cool but don't be afraid to use words like e.g. Useless, incompetent and other that may be appropriate and occur to you. On this letter go trough the notes you taken describe reference numbers, names, dates promises made and not fulfilled by any member of  DELL at any time and of course by all means vent your frustration and make them understand that you will never back down. Make full use of rule 1 and never forget any of the rules at any time during your letter writing session. When your done post it as registered and signed for and keep proof of that posting slip/invoice from post office personnel together with a copy of the letter and all your notes. How to complain in writing.

I addressed my letters to: UK Customer Relations Management/Complaints Department
                                           

Dell House
The Boulevard
Cain Road
Bracknell
Berkshire
RG12 1LF

These are part of your consumer rights your fighting for. There may be times where you loose because in some cases you may not have grounds in which to sustain your claim (mainly because of not knowing what to/say/write do and how to do it)but this is very rare, I assure you Dell is a helpful company however the bottom support tier as in my opinion degraded considerably, if your attention to detail and notes and you followed the advice here contained you are very, very likely to get what you paid for. I can't make you a personal guaranty that your case will be successful following these rules I gathered by my own experiences throughout the years and my knowledge of Local Retail Law and Consumer rights in the UK (Great Britain). And no I'm not a lawyer I'm just the same as you only difference is I refused one bright Summers day to be taken for a ride.

UK Retail law only, places of Help & interesting Facts

Here is some useful information about any purchases you make in the UK if you happen to be from here, that still doesn't mean you know how to complain or ensure your rights are looked after. You Have the Citizens Advice Bureau, Consumer Rights Organization and Office of Fair Trading In these places you can get free help and information in how to pursue your case, the information you gather from these places can also be used by you in any communication towards any member of Dell. Consumer Rights Computer related information, Unfair Contract Terms Act 1977, The Unfair Terms in Consumer Contracts Regulations 1999

I would also encourage people from all parts of the world to contribute with information and advice for local organizations that provide the consumer with advice in how to deal with your particular problem however the 5 rules outlined here are basic and should apply to any country in the world. Unless your country has no retail law or consumer rights organizations in that case following the advice here provided to the best of your abilities will ensure you get a better result than nothing at all.

>>>>Extended warranties information<<<

Please help provide Information/tips in your particular region! your efforts on this are greatly appreciated.

Help each other in this way as well I haven't seen any topics that outline this kind of help. So here is hoping you make use of it and help Provide in this topic with Links and information to similar agencies in your countries. As well as your own tips when you post you reply here.

PERSONAL STATEMENT

I assume no legal or personal responsibility specified or implied by any users dissecting and misinterpretation in the whole or in part the advice provided in this post or other individual posts in this Dell user to user help Forum which the sole original remaining intention is to provide guidance and advice to other users in how to deal with issues and problems so users have a understatement of how Companies and their politics operate.

I expect that all users make good use of the information here provided and expect such users to provide further information kindly requested to help others in other parts of the world help themselves.

I also do not intend to embark on a mission to research on any members behalf any particular cases the information gathered here should on it own suffice and serve as a tool so you help yourselves.

No offense guys but you can Google just as well as I can.

I intend to amend or add more information to the original post. If such information is found and proved wrong and will endeavoured to correct any omissions that may be in the whole or in part of the original or modified TOPIC so that it conforms with both Forum regulations and other applicable points or remarks made ASAP. Please provide details which part(s) of information is wrong and suggestions so it complies with any applicable contracts/Laws. 

I will without any doubt and clearly stating that in no way, will I assume legal responsibility or otherwise found wrong in any third party links provided here for your benefit which, to the best of my knowledge is genuine. In any event these Links should contain contact information in the respective sites to which you should address you concerns to.

Again reminding you all that I am not a lawyer or legally qualified with some past professional employment and have researched the sites I hereby linked in UK to resolve many of my disputes with Dell and other companies.This may very likely apply for your country except the 5 Guidlenes not be the same in your Country.

While this text is in part meant for Dell Customers the same principles apply to other companies and products/services that are beyond the scope of this post though still relevant in said cases.

DELL™ is a big company with millions of customers do not forget that things go wrong it is not fair to expect perfection in every case, order or item you buy. It is reasonable however toi expect quick and painless ways to resolve your issues.

Regards and best of luck

X3

Someone within DELL™ Forums has removed this Topic from their forums claiming it was innacurate and against TOS but failed to provide information to which part was considered inacurrate and making it impossible for me to correct it. therefore I would not repost, Since DELL™ has failed to provide such information which is indicative of acting in bad faith. I have asked for such information and without it being provided I have decided to show it here instead. for weeks have past and no such information was ever provided.

DELL™ is a registered trademark belonging to Dell

On the 07/08/08 at 16:00 UK time I received a visit I was expecting to replace My 2 week old M1730 LCD which the screen was very dim. even on max back-light!

I work with very High definition gfx and 3D visualizations amongst other intensive and very time consuming jobs and my Job can take me sometimes for days sometimes months.

After the repair was completed I had so much work to do and besides I was leaving next day for a month and a half project. close the laptop lid and that was it until two days later 3000 miles away

So I arrived got laptop out which I always carry with me and I really concentrate on the screen I had no reason to distrust Dell Banctec service reps even though I have any many issues with many machines I bought from Dell I usually work so there's no sun pointing at the screen so I can see properly what it is I'm doing but when I opened the laptop there was a bit of sun and I noticed a bit of dust on the screen so I got a special cleaning cloth smother than the one used to clean glasses/spectacles a can of compressed air gave it a few jets to remove most the fine dust and this wiped gently the screen with the cloth all the way down cleaning the bezel and surrounding areas when I noticed it.

Below the Dell logo where the screen bezel starts to round up I noticed either side two cracks on the part below Dell chromed logo that creases and goes around the bezel at the bottom. I'm not permitted to use company phone for long distance calls public phones are expensive as well as that leaves my mobile and roaming charges I had once were way beyond £300 on one time my another laptop I was using before this one died.

Once I got back I pulled the Banctec paper work and emailed Banctec if you ever had a service call in UK by Banctec you know what the form looks like and what it says very clearly point out if you have any issues raise with Technician straight away or email us no terms and conditions or nothing implying any other legalities regarding any issue especial concerning time passed are implied described or brought to your attention at any time. 

Banctec replied to me on first email after I explained the issue that they were only a service partner and that they called Dell and ask them to call me regarding this or that I should call them myself. I was tired and went to bed never got any call form Dell. Next Day I again emailed Banctec and explained that this issue was cause by the replacement of the LCD for I never noticed it before they just said it wasn't their responsibility and dismissed me very quickly no concern was show and they clearly had no interest in resolving or helping or taking responsibility

Both emails were also forwarded to a senior member of Dell which had helped me through a previous incident with another machine she was very helpful and perhaps the only one that deserves her job and really looks after both the customers interests and the contracts that are legally formed between both parties.

Anyway I received a out of office reply from her mail I had to go out again on another job for 3 weeks but I emailed Banctec and this Dell senior person while I was away again regarding the issue, I never got a reply so when I got home I though well maybe she is on holidays or something I waited and waited and nothing.

you Must understand I never called Dell support because Bancted paperwork specifically asks for them to be contacted not Dell! Eventually I had enough and called Dell I don't have use for a landline so I used my mobile. £12 later two times put on hold and no where closer to getting a resolution even after speaking with the shift supervisor and eventually with the Customer Relations Manager who do not understand there is no legally binding document that I signed for this service call that specifies any time limit for reporting any issues resulting from a service call under warranty. This Senior Member and Customer relations manager Clearly had no interest in hearing what I had to say though he took some notes but still failed to understand there is no legal standpoint that Dell claims neither Banctec nor Dell are responsible for the technicians incompetence or just misfortune in my view because I didn't report it straight away.

This is now sounding absurd, having a lawyer in the family is indeed a helpful thing and not only that I have studied some retail law though I never really went in that direction. Essentially unless Dell can present me with legal documentation with my signature which specifies that I am indeed wrong in believing that Banctec should be held responsible and set this right they have no legal case. I would also expect such legal paper work to be produced by the Service company.

I Have submitted a request to speak to another senior manager and will request said legal paper work and because the only legal contract regarding the service which I signed is a legal document I am entitled to bill Banctec for the costs or the repair, the parts costs and any incurred cost that are reasonable like legal costs and my professional fees pro rata on time I spent dealing with this issue.

This is going on until then and this post will kindly be regarded by moderators and in which does not infringe any forum regulations and therefore also does not mention any names but I seriously advise every reader to beware of any repairs and examine your laptops under the microscope before that technician leaves your house and report any faults as you find them I would also urge people to take pictures of their machines previous repair in the presence of the technician and prepare a paper which will inform him those pictures are of the state the machine was before and you are entitled to ask him to sign that paper work and provide copies in a cd for him to take with him as well as the paper work.

As a personal observation to this ordeal I feel that when you spend thousands of pounds, there should be a little more regard for you as a customer and better service put in place I remember way back two years for another machine which I emailed Dell and then followed it up by unresolved issues and I still haven't received a reply.

Dell chat for sales service is prompt and within seconds dell chat for xps support is never available.

Now is that not funny and interesting.

Sorry I made it long... Wake up keep reading...