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Dell Corporate Office

Dell Corporate Office Address

Dell Inc.
1 Dell Way
Round Rock, TX 78682

Contact Dell

Phone Number: (512) 338-4400
Fax Number: (302) 636-5454
Website: http://www.dell.com
Email: Email Dell

Executives

CEO: Michael S. Dell
CFO: Brian T. Gladden
COO: Stephen J. Felice

Dell History

Dell began as PCs Limited in 1984 when Michael Dell was a student at the University of Texas.

In 1985, the Turbo PC was launched.

In 1988, the company changed its name to Dell Computer Corporation and went public with an IPO.

In 1996, the company began selling PCs from their website.

In 1999, Dell became the world’s largest PC manufacturer.

In 2003, the company was renamed to simply Dell Inc. to reflect their sales of not only computers but also TVs and other electronics.

In 2006, the company acquired AlienWare.  In 2009 the company acquired Perot Systems.

Dell is currently the third largest PC vendor in the world, behind HP and Lenovo.

 

{ 72 comments… read them below or add one }

Richard August 28, 2014 at 10:00 am

Dear Mike Dell:
(I feel I can call you Mike since I’ve spent at least 20 hours trying to persuade my Dell Inspiron to work by calling your minions both here and in India.)
Between “Checking Media Fail,” freezing up, seeing, “Your PC ran into a problem and needs to restart,” and “Critical Process Died,” I have decided (believe it or else) that Dell is not the way to go.

After 16 calls and no help, I’ve been asked to do a cautionary article on Dell and its failed tech support for the New York Times. If anyone at Dell, alive or dead, wishes to leave input, see my email address e
Richard

Reply

Michael August 25, 2014 at 3:24 pm

To all executives of Dell;
CEO: Michael S. Dell
CFO: Brian T. Gladden
COO: Stephen J. Felice

I have a problem that no one is willing to take responsibility for or ownership of and I’m getting nothing but a run a round from both Customer Service and Custom Support. I opened this issue while the machine was under warranty, the problem has NEVER BEEN RESOLVED. 4 months later!!!!! I’m sorry, but this no way to run a business. The details are as follows:

I purchased an Inspiron 7720 (17R SE) last year. This machine failed, the motherboard was replaced twice, the keyboard once, all under warranty. The machine is completely dead and was still under warranty. I contacted support while still under warranty and they told me they couldn’t make any further repairs and would send me a replacement. I informed them that it need to meet the following minimum requirements to meet the current specifications or exceed them. QUAD CORE I7 2.4Ghz – 3.0Ghz, 17 inch screen with 1080P resolution, and 2GB NVida video card.

The replacement they sent had was an inferior machine of lesser capability (DUAL CORE I7 1.7Ghz ) with a touch screen that didn’t work. When I contacted support yet again that this machine was inferior and that the touch screen didn’t work, they sent me a replacement. The replacement was the same identical inferior machine although the touch screen worked this time.

This has been going on for over 4 months, now they claim everything is out of warranty and they can’t help me. I’m getting nothing but a run around. In fact any time I try to get a resolution they hang up on me.

So either make this right and provide an equivalent or BETTER machine, or give me my money back which your Custom Service & Support Team give me every excuse as to why they can’t.

I was a loyal Dell customer purchasing many systems over many year. If this is not resolved I will never buy another Dell product again, ever and will tell everyone I know that Dell doesn’t stand behind their products.

I will be sending a certified, signature required letter to all three of you.

Reply

Jane August 21, 2014 at 10:31 am

Yesterday was the 2nd time I have phoned Dell in 8 years. I have attempted to
contact Michael Saul Dell to tell him what an incredibly positive experience I have
had with Dell. The first call was regarding the replacement of my battery/cord
after I purchased a defective battery from Fry’s in Palo Alto (what a hassle!). My
order was handled professionally and with great care to see that I received
the right order. It was a real pleasure to get the right cord and battery after the
fiasco with Fry’s. I will never shop there again. No one cared.

Everyone cared at Dell. Customer service was seamless….I am in good hands
with Dell. Products are superb and long-lasting.

Yesterday I experienced the best customer service/technical support with
with “ASH” in Nashville, Tennessee, a Dell technician who works in the virus
division. Unfortunately I had been scammed by a pseudo-Microsoft
company in Costa Rica (I should have known better) that caused all sorts of
problems on my workhouse Dell computer—love, love my Dell!!! It is the
perfect size, helped me tremendously, no problems. I will always come
back to Dell, given the quality of the computers, product lifespan and reliability and now the computer technical support/service.

My service technician was knowledgeable, caring, kind and professional. He
assisted me in ridding me of the virus caused by that scam company
in Costa Rica. I cannot say enough good things about him. If Michael
Dell went undercover as in the show “Undercover Boss”, this employee
would be rewarded and commended for his fine work and loyalty to the
company.

He just cared and helped me get my Dell back to normal before the
scam. It is running like a top…a dreidel…humming along allowing
me to do my work and email.

I have never had a better customer service experience in my entire life
and I am 61 years old! I told a friend about it yesterday and she is going to
buy another Dell as a result.

“ASH” alleviated all my concerns regarding the poor work done by
the psuedo or “fake” Microsoft company that caused problems on my
incredibly reliable, workhouse, my Dell notebook computer. I paid $150 to
that scam operation. Ugh!

“ASH” is an outstanding asset and Dell employee. I will remain a loyal
Dell customer after my very 1st service call in 8 years. I am impressed
that Michael Dell took the company back and made it private and he
is correcting previous issues which I have never experienced.

I often joke that I need a laptopectomy, but in reality due to Michael Dell
and his outstanding company and Dell employees such as “ASH” they
both have assisted me profoundly, deeply, personally and professionally
in ways that I cannot convey in terms of gratitude for my Dell computer,
that little gray workhouse is inexorably a part of my life and family.

It was the best customer service experience in my entire life talking
to and getting such caring, professional service yesterday from Dell. Thank goodness
there exists such a remarkable US company that employs and
assists so many people and provides employment globally and domestically

It is clear that the Dell knows how to attract, retain and treat employees well
just given my small interface–2 calls.

I just knew from my 1st call then my 2nd call. I knew I was going to get
my computer needs met–everyone has been so helpful and friendly.

I really appreciate my positive experience with Dell!

I am humbled and impressed with Dell and the quality of its employees,
products and computers.

Reply

Rich August 20, 2014 at 4:14 pm

My wife purchased a Dell Inspiron 15 on June 29, 2014. We started having problems with it almost immediately but attempted to fix the issue ourselves. My wife contacted Dell Tech Support and after spending an hour and a half with Tech Support, the tech started diagnostics and told her he would call back later. After a half hour to 45 minutes, she stopped the diagnostics and rebooted the computer. No call back. We’ve reset and reloaded the system but the same problems occur. Here are the problems we’re having.

First, the hard drive makes clicking sound intermittently and crashes the laptop.

She has design software that requires a dongle in order to run the pc and, again, intermittently, the USB port will stop recognizing the dongle and the whole system freezes. She has tried to use different USB ports but they are all inoperable. The only way to fix it is to reboot. This, of course, loses all the work she has done up to that point.

Often, when she is accessing other programs, the system will freeze and she will have to reboot to get it working again. No error messages, nothing.

Then, about a week ago, on her first boot of the morning, everything freezes. Guess what? She has to reboot again. The system freezes about 15 times per day.

Today, I contacted Tech Support and finally spoke with Gene. They, of course, had to do another diagnostic. No issues since the computer was working fine at this point. He told me after an hour that it was a software problem. Transferred me to Software Tech Support.

Spoke with Anil and, after 45 minutes, told me it wasn’t a software problem but an OS issue. He also stated that the instructions Hardware Tech Support gave to reload the system were incorrect. He said I needed a Recovery Disk. He then transferred me to Hardware Support again.

The first guy, Jacob, said I had to go through the diagnostics again and hung up on me. I spoke with John and told me he’d get on the my laptop and do the recovery now. Needless to say, I said no because I needed to backup the system first. He emailed me the instructions. and told me I needed to speak with Customer Care about my experience. He transferred me to Customer Care.

Spoke with Sohit at Customer Care. He said that he cannot do anything and that I need to speak to someone at Tech Support. He told me that the manager at Tech Support can approve a replacement laptop and that I should ask for a manager immediately.

Finally got hold of Tech Support and spoke with Tony. I asked to speak with a manager and he refused. I repeatedly asked him to send me to a manager and continually refused. I asked if he could approve a replacement laptop. He said no. I asked if his manager could approve a replacement laptop. He said yest but still refused to forward me to his manager. I explained everything, yet again, and told him that I believe the problem is the hard drive, memory, USB ports, or the motherboard. He said that I was probably correct. He put me on hold for 10 minutes and told me that they would not replace the laptop, only the parts. He also told me that they would replace the parts that I determined to be the issue since that probably was the case. I told him that this was unacceptable and I wanted to speak with his manager. He kept repeating the same thing over and over again about replacing the parts and, after almost an hour, sent me to his manager.

I spoke with Claire who gave me the same runaround and refused to replace the laptop. After about 10 minutes, she transferred me to her manager, Lisa.

Lisa also refused to approve a replacement laptop. When I told her that this was unacceptable and because of all of the issues I’ve been having with this laptop, that was the least she could do. On at least five or six times, she repeated the policy that she had to, supposedly, adhere to. She refused to replace the laptop. After five minutes of silence she said she would see what she could do. She transferred me to Aldo who immediately transferred me to Mark, the Operations Manager.

Mark basically said the same thing and refused to replace the laptop even though there are ways to override the system. He also repeated the same things trying to sound understanding but was mostly irritating. No resolution thus far.

So, after spending 4 1/2 hours on the phone, nothing got resolved. My wife’s laptop is not fixed and the only thing Tech Support is doing is sending me a box.

My wife is a die-hard Dell customer but, after this fiasco, wants to buy ANY computer but a Dell. For anyone that knows my wife, she sticks with a company almost always if she’s satisfied. She even convinced me purchase a Dell when I was ready but, now, I will go with someone else.

Dell’s Tech Support used to be second to none but has really proved to be totally inept now. They would rather lose lifetime customers in order to make a few bucks. It’s really sad to see how Dell has deteriorated. I doubt if anyone will do anything about this issue. This comment will probably go nowhere, just like Tech Support.

Regards,

Rich
Very Unsatisfied Customer

Reply

Sokhna August 14, 2014 at 1:21 pm

Sub human treatment by Lisa Rolls Dell’s regional account manager. As I as trying to purchase 10 PC units, she canceled my order on the basis that she could not verify my US identification after upon her request she was sent copies of my drivers license, bank card and legal immigration permanent resident card. Bias and narrow minded and too lazy to do the job. She went to the extend of sending my a fake order confirmation and shipping record while my bank says the order was never processed. By now dell should be accustomed with different accents and names as she commented on them upon initial phone contact.

Reply

Linda Richelson August 12, 2014 at 3:58 pm

Imagine my disappointment seeing so many complaints about Dell Customer Service. I am on my second hour – today!- with someone named Bernard who has been useless. We bought a service plan, had several reps to the house and the last one broke the laptop. We were told to send it in to Dell. They have now accused us of breaking it and said they will send it back broken. This is a travesty. I need a call immediately. I have wasted over 4 hours on the phone with this ineffective organization. I can be reached at 603-785-XXXX.

Reply

Trina August 12, 2014 at 3:44 am

I wish I had read these comments before I bought my DELL JUNK – I bought mine from the gentleman on QVC in December I only had this for 6 months and haven’t used it much. One day I starting noticing spots on the screen in various area middle, top, side they were spreading and getting bigger everyday. Called Dell they said no problem send it back and we will fix it. Wow I was impressed and there was were it ended, now to the nightmare. I got a call they will not fix it because I spilled something on the screen, I told him that was a LIE and wanted to try to communicate with someone in English, no surprise Dell does not have anyone that speaks English – SHAME ON YOU! He also said something was spilled on the screen and for a charge they would fix it WHAT I did not spill anything on my screen so I wanted him to prove it to me what kind of liquid was on the screen. Second excuse he said it was the liquid crystals on the screen breaking down- well I didn’t build the computer and it must be an inferior product. Now to the third excuse for not repairing the computer I must have stacked things on top and could crack – CRACK where did that come from I never mention that word. Well I got on the QVC website and wrote a review warning future customers not to buy this product and how I was treated at least QVC reaches 15 to 20 million homes this is the best warning I can give. Stay away from this product First time buyer last time buyer. People did warn me I should have listen
PS I DO NOT LIKE SPEAKING TO NON-ENGLISH REPRESENTATIVES!!!!!!!!!!!!

Reply

Anthony Vogel August 11, 2014 at 5:30 am

Michael Saul Dell,

In the interests of time please reference your email account number 688309961 to me dated 8/10/2014 regarding my gross dissatisfaction with anything to do with Dell’s customer service department.

Reply

SHB August 9, 2014 at 5:32 pm

My daughter is on the phone now entering the THIRD HOUR of tech support! this laptop has caused her nothing but grief, and after tens upon tens of hours on the phone, your support people have not figured out what the problem is, nor suggested a replacement, which was part of our paid-extra-for extended warranty

College starts in two weeks, and I would appreciate your assistance with coming to a mutually beneficial resolution to this problem.

I can be reached at 908-310-xxxx, and you have my email.

Kindly direct your immediate attention to this matter.

Thank you.

Reply

Rolando Cavazos August 9, 2014 at 4:23 am

I am not a customer yet, and I doubt I will be based on what I’ve been through with your AlienWare sales staff. I was a potential customer that was willing to spend upwards of 6k for one of your computers. NO MORE.
Reason: I chatted a few days with with a sales person named Charmaine Eunice Lloyd. I requested a couple of quotes. She did a good job and sent me the quotes promptly.
Later this day, after I reviewed the quotes, I got back on line and chatted with a sales person named Ramon Alcala (chat transcripts attached to bottom of this complaint.) Mr. Alcala insisted he would send me a new quote for the computer I wanted to order. (we were on chat for about two hours as I explained, in detail, what changes I wanted to make. Two hours after we ended the chat I had not yet received the revised copy of the quote. I got back on the chat line and contacted salesman Peter D. who informed me there was no revise quote. Unable to resolve the issue, I requested to speak to a supervisor. I was handed over to Jeffrey C, who identified himself as a supervisor. As I was about to end the chat due to non-action, Mr. C informed me that Mr. Alcala claimed he had sent me the revised quote. (I had my email open at the time.) As soon as Supervisor said that to me, I received the supposed revised quote. I got off chat and reviewed the quote that Mr. Alcala sent. It was TOTALLY WRONG. I got back on the chat line and requested, again to speak to a supervisor. This time I was chatting with Kenneth, B. I insisted to speak to a supervisor. This person ended the chat session. He did not allow me to chat with a supervisor. I then got a phone call from number 214-446-9820 and spoke to a man who identified himself as a supervisor. He did not sound like a supervisor. He told me to send a copy of the transcripts to him at us_dhs_chat_reply@dell.com, and that he would review them and make the changes. I asked him to call me back as soon as he received the information from me that he requested. I waited for a prolonged period of time. When I realized this supposed supervisor was not calling me back to confirm he had received the information I sent him,I called the number aforementioned. To my surprise, it is not a working number. I will be attaching the transcripts so you, as a company, can address this issue. You have lost me as a customer and I’ll make dang sure that non of my friends buys anything from you. Thank you. If you’d like you may call me at; 806-445-7823. PLEASE READ THE TRANSCRIPTS!! I am not a customer yet, and I doubt I will be based on what I’ve been through with your AlienWare sales staff. I was a potential customer that was willing to spend upwards of 6k for one of your computers. NO MORE.
Reason: I chatted a few days with with a sales person named Charmaine Eunice Lloyd. I requested a couple of quotes. She did a good job and sent me the quotes promptly.
Later this day, after I reviewed the quotes, I got back on line and chatted with a sales person named Ramon Alcala (chat transcripts attached to bottom of this complaint.) Mr. Alcala insisted he would send me a new quote for the computer I wanted to order. (we were on chat for about two hours as I explained, in detail, what changes I wanted to make. Two hours after we ended the chat I had not yet received the revised copy of the quote. I got back on the chat line and contacted salesman Peter D. who informed me there was no revise quote. Unable to resolve the issue, I requested to speak to a supervisor. I was handed over to Jeffrey C, who identified himself as a supervisor. As I was about to end the chat due to non-action, Mr. C informed me that Mr. Alcala claimed he had sent me the revised quote. (I had my email open at the time.) As soon as Supervisor said that to me, I received the supposed revised quote. I got off chat and reviewed the quote that Mr. Alcala sent. It was TOTALLY WRONG. I got back on the chat line and requested, again to speak to a supervisor. This time I was chatting with Kenneth, B. I insisted to speak to a supervisor. This person ended the chat session. He did not allow me to chat with a supervisor. I then got a phone call from number 214-446-9820 and spoke to a man who identified himself as a supervisor. He did not sound like a supervisor. He told me to send a copy of the transcripts to him at us_dhs_chat_reply@dell.com, and that he would review them and make the changes. I asked him to call me back as soon as he received the information from me that he requested. I waited for a prolonged period of time. When I realized this supposed supervisor was not calling me back to confirm he had received the information I sent him,I called the number aforementioned. To my surprise, it is not a working number.

Reply

Terrie August 4, 2014 at 10:53 pm

Dear Mr. Felice:

This is my final attempt to reach someone at Dell regarding an issue we are having with our brand new Dell computer.

Our computer came pre-loaded with Malwarebytes Anti-Malware software. It does not function properly. It continues to display in the bottom right corner of the screen telling us the database is out of date. We have selected the update feature – NOTHING. We have tried closing it – NOTHING. We have tried removing it through the add/remove software programs – NOTHING. What do we need to do to get this removed? I absolutely refuse to pay $89 for software technical support when it is not something that I installed. It is something YOU did and I expect YOU to fix it.

I have already invested over 2 hours and 7 phone calls trying to reach someone who can help me. Each and every time I get put on hold, transferred numerous times, and sent in circles. I have asked to speak with a supervisor and been put on hold for over 15 minutes – at which time I finally hung up. How do I get to speak to someone whose first language is English? I have repeatedly asked them to talk to someone at the corporate headquarters and have been told they are a call center and don’t have any phone numbers. Do you truly not have phones in your offices at Dell?

It would be nice to be able to talk to someone at Dell who can help me since this will be your last chance at retaining a customer, but I won’t hold my breath.

Reply

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