Memo to Dell CEO Kevin Rollins
Update September 2006: If you’re having a problem with a Dell product and haven’t been able to get satisfactory service, Dell has established a special group to help you. See my follow-up post, Dell rolls out Cluefulness 2.0, for more details. Comments are closed here.
CNET News interviewed Dell CEO Kevin Rollins:
How’s Dell doing on customer service these days?
Customer service has been a challenge, but I think if you watch the scores now, we have hit the trough, and that’s now coming back up. The whole company is focused on the customer experience, first and foremost. So we think we’ve got that one now under control.
Memo to Kevin: No, your customer service problems are not under control. Not even close. Do you have anyone at your company reading blogs like this one? I didn’t think so.
102 Responses to Memo to Dell CEO Kevin Rollins
My Computer (Inspiron 5150) stopped working in May. I contacted Dell and was told it was a power issue and that it would be repaired. I tech came to my house and replaced the motherboard. Everything worked until about a week after my warrenty expired, when the computer didn’t power on correctly. My highly knowlegable friend told me that it was a CMOS battery problem. I had it fixed, it wrked fine for a while, and two months later I seem to be having the same problem I had in the first place (my computer won’t power up, lights on LED flash on momentarily). Motherboard is expensive. Can anyone tell me how to contact Dell CEO? I would like to compain to him in hopes of getting a free repair. Please e-mail to joelemonade92586@yahoo.com … THANKS!
Seems Dells highly vaunted costomer service continues to head down the tubes. I, too, am writing the CEO. Not as vital a complaint as most on the site but equally aggravating.
First, I purchaed a Dell 962 computer/printer/fax/etc. The first one was faulty. The second one was faulty. The third works fine although I had become “backed-up” with projects awaiting my attention. Then I ordered a couple of photo color cartridges. Their photo printing quality was not as good as the regular Dell color Catridges. Because of some medical problems I failed to meet their 21 day return dealine, however, having purchased their computer and printer I suggested to their “tech rep” that they make allowances for my tardiness. After several emails, one did and promised to send me replacement cartridges. I emphasized, in at least three emails, that they send regular, not photo, color cartridges. Today I received the much anticipated package. One photo color cartridge. ENOUGH! I will not longer converse with Pakistanis or East Indians whose sole job is to look at an instruction manual and repeat what they read like ventriloquists dummys. I understand that outsourcing can be a valuable tool for American corporations. But they are destructive when they erode the service quality which was vital to the company becoming number one in its field. And I will never purchase another “Dell” product.
Wow. I see I am definately not alone! I ordered a new laptop and desktop from Dell. An employee named Dustin Eacock messed up and now Dell has me listed as a Diane Cundull. Her name, whoever she is, is listed on our account with Dell along with my husbands name. I have contacted them many times, and each empoyee I reach is more stupid than the one before. I received my lap top, but not the rest of my order. I may have to fight to get this womans name off our credit report.
Hi;
I’ve placed an order with dell on July 2nd, 2005. It was about $400. Camera was backordered for over a month. Order was cancelled by dell. Untill now, October 17, 2005 I didn’t get my refund. My credit card was charged. I called many times, I’ve sent numerous emails even chatted online with their customer care. I was promised to get refund within 2-3 days after each call, but it never was returned to me. So basically I never got a product nor refund. This is simply illegal. What can I do about it?????? Anybody can help?
Hello,
With horror I’ve read all the above.
I myself live in the Netherlands and I have a fine working dimension 8300, I’m glad the service in Europe is really good ,when you call you get native language speaking customersupport and problems are fixed next buisnessday
I recon you should all bundle your complaints and and go to some customerhelp tvprogram and get this in the media here in europe that always helps, and youre complaint will finaly been taking serious, because a CEO never will be informed about complaints by his own staff they will try and coverup just to cover themselves.
So try and get media attention a much as possible.
Best of luck to all of you
Greetings Ben
I have just had my own horror with Dell, but I will spare everyone of the details. Just more of the same. I am also in pursuit of a way to complain to the CEO. For everyone who deserves a refund for product never received or returned, and you have paid through your credit card, may I suggest filing a complaint through your credit card. Most credit card companies will file a dispute, and if it is not resolved by Dell, the credit card company will refund your money. Hope this helps someone.
I Just found this information:
Dell Inc.
1-512-338-4400
Location:
One Dell Way
Round Rock, TX 78682
United States
1-512-338-4400 Total Employees:
61400
Industry:
Computer Hardware
Senior Contact:
Kevin Rollins, President, Chief Executive Officer, Director
I am going to attempt a certified letter to Mr. Rollins to this address.
Good luck all.
My experience with customer service was a sad joke. I got someone in a foreign country on a phone that kept cutting in and out. After asking me to plug my cpu into every outlet in the room, he then had me turn it on and off a couple of times. Then he proceded to tell me to “take the cover off.” I proceded to tell him, “HELL NO!” If I had tech skills, I wouldn’t have bothered calling their questionable tech support in the first place. I got my 21 year old son who IS a techie who followed the tech’s instructions and HE also ended up angry with the attitude and ineptitude. They finally sent the part with a technician, who was not pleased that I had been instructed to dismantle my computer. When I got a call from that same country asking how my customer experience was, I told him I wasn’t pleased at all…and why I wasn’t pleased. He got very condescending and told me, “Well, Catherine, if you had broken it worse, the technician would have fixed it for you.” I’m figuring that would have voided the “warranty.” I’m not happy with this at all…and I’m having doubts about the benefits of my “Preferred Account” that will allow me to get a computer immediately with almost 20% interest. I’ve bought at least 4 systems from Dell and paid everything off early…and they’re charging me 20% interest???? I do believe I will start checking out other companies. Obviously it’s “look out for the stockholders” and “screw the customer.”
I too have had issues bought a Dell DJ 30 in early Nov. To date I am waiting on my FOURTH replacement. Dell sends you a free trial to Napster well guess what after a few weeks those songs will no longer play. It took 3 times of chat help for someone to say something about this issue. After going through over 700 songs and deleting a few hindred for not working try to use the recommemed site of Music Match and get a Firmware issue that after 45mins with chat tech support he deemed player faulity and is sending another.
I have a extra dell 5100 media center motherboard thats never been used. If anyone wants it, email me. Brentdouglass007@aol.com
I too have been dealing with the incompetence of the Dell system since August. I have spent almost 100 hours away from my business to try to get my money back. My credit card company has finally given me a refund on my original laptop. I am returning the replacement laptop I was sent as it too is a piece of junk and will try to send it directly to Kevin Rollins at the address given by M Allain above. I’ll let you know what happens.
All l want is to get my Dell desktop computer (Tag #5T5S751) working as it did when I bought it in the summer of 2004. It is a high-end, high-power computer that has not worked for more than several months. Over that period my family has been on more than at least 8 separate phone calls with customer service totaling more than 4 hours at a time, one phone call was 6 hours. It still does not work. We asked to have someone come by the home, but were told that Dell doesn’t do that.
We have an extended warranty for the software we purchased from Dell. Your software people tell us it’s a hardware problem and your hardware people tell us it’s a software problem. On a recent call we tried to purchase an extended warranty for the hardware as well. We were told that we could no longer purchase an extended warranty for the hardware. You should be ashamed of the support Dell has provided.
We are not computer savvy people, but we are bright, college educated people who have spent more than 20 hours on the phone with your customer support people on the other side of the world. We have restored, rebooted and reinstalled. We willingly wiped out all our data stored on the hard drive in hopes of getting a working computer. At one point, we thought we had it working and your staff told us the problem was with our cable internet provider. After taking the day off from work, THEY came out to the house and assured us the computer was the problem.
On subsequent calls we followed instructions and now the computer is partially disassembled. We weren’t called back.
We experienced shameful customer service from Dell. On several occasions we were told that we would get a call back that never came. We called on November 9 … having given up waiting for the call back “in ten minutes” which was promised six days earlier. No doubt your system has documented each call by our “tag # (5T5S751)” Please check your own records detailing the hours upon hours we have been on the phone with your people. As well as the many times we got disconnected from India
Mr. Dell, I would like someone to come to my house and fix my computer or let me ship it to someone to fix. This seems like a reasonable request. I would also like the wasted 20 hours plus back, but I do not know how you could do that. Also, I have two children that will be attending college in the next year that both wanted dell laptop computers. After what’s been going on, I feel you have lost my future business.
I have been waiting for my Dell since 11/11–when I ordered it:
1. Matt the guy I ordered it from intentionally give me an incorrect extension #.
2. I explained to him that I would be out of town til 11/22–please hold order til then- My instructions were not followed–the computer was held at the local UPS office in Bradenton Fl. tracking # 1ZE12A964295392827. It has never been received.
After 2 frustrating days of attempting to speak to a human being—on 11/30 Cristabella x7418533 finally verified that I did not receive order—#661986319–claimed that she had reordered it(I have never been able to contact her again–voice mail on this ex. does not have her name and she did not contact me when I left a message) and it would be out on 12/5—after 3 frustrating “interaction” with chat reps–I was told it would not show up on my account becuase it was a replacement.
Today, in trying to track the replacemnt computer–the chat rep–just clicked me off!
Please will someone respond and find the info!
Carmen Pedota .I do not feel comfortable putting my cn# on a public website–this has been an extremly frustrating experience and it is not over yet!
Glad I did my homework before I decided which computer to invest in.
in a nutshell dell sucks.i had a lan card not connecting to net .so i call dell.after 30 mintues of waiting and talking to tech guy(who almost spoke english)he said i needed a new mother board.finding this odd i called again.this time getting a tech woman who also almost spoke english.this time after 30 mintues of try this and try that.she put me on hole then said its the card is not conpatible.now this is strange cause it was working for a month .anyway i took a card from an old computer put it in all works fine.no 150 buck mother board.i think there’s only one tech person out of maybe 100′s that knows what’s what’s.i will never buy dell again.
Hello, I wrote a letter that specifically talks about the 5150. If nothing comes of it, I am going to try and compile a list of people’s names and service tag and complaints (all with the 5150) and either pursue a class action lawsuit or present it to Dell, bringing media attention as well to their complete disregard for an extremely flawed product.
If you are interested, email me at:
ericraum@gmail.com
Thanks,
Eric
I was thinking about ordering a Dell XPS M170, the lt looks capable, but the harddrive should be a little bigger, anyways Email me back about another option if available.
Yes. Thier customer service is the most horrible experience I have ever had. Not only do they make you repeat the same questions no matter whom you speak with. Nobody could provide an answer. I do hope someone from Dell reads this. Maybe they’ll stop outsourcing their service and bring it in house so they can instill values of Customer Service.
If I could suggest one thing… DO NOT BUY DELL
My daughter has a Dell Inspiron 5150. It is having the problem with the power supply system. Dell said it needs a new motherboard. The problem was ocurring before the warranty ended, but Dell didn’t diagnose the problem until the warranty expired. So now they want to charge me to fix it. It sounds like Dell knew they had a problem with the Dell Inspiron 5150. I am going to send a letter to the CEO. Thanks to the person that gave the address. I don’t know why Dell doesn’t just recall the 5150 and fix it. Tech Support is terrible. They have no clue on how to fix your problem. They are hard to understand. You have to keep asking them to repeat what they said. I have spent hours on the phone with Tech Support just to get nowhere. I am really frustrated with Dell. I will never buy another Dell product.
Kevin Rollins doesn’t want you to know his email. he doesn’t care to talk to you or listen.
He hopes that the runaround will discourage you from getting your money’s worth, because then he will make more money.
He doesn’t care about American jobs, or he would not hire a bunch of animatronic Indians to answer his phones.
never, ever, EVER buy Dell. Tell all your friends about Dell BEFORE they learn the hard way liike we all did.
My story in a nutshell: online order of MP3 – 2 day delivery. Oh, BTW, we can’t deliver it for two weeks. Dear recorded message, we have another delay. Here’s an email – yet ANOTHER delay. Phone call today – “Do yoo waant us dho gontinyoo yoor orderr?” ME: “Supervisor, please.” THEM: “My soopervizor sehs dat item is dizcontinyood.”
Translation: Did I want to continue to wait for an item that would never, EVER EVER be delivered?
These people are scum.
Have a nice day. Give ‘em hell!!!!