Update 24-Jan-2010: The Customer Advocate e-mail address mentioned later in this post has been discontinued. However, Dell still accepts comments from customers and will act on them in timely fashion. If you’ve been through the regular support channels and things aren’t working, go to the Outstanding Issues page and fill in the form. This is not a first-line support alias. You’ll need a case or reference number.
It looks like Dell has officially launched its Cluefulness 2.0 program. I got wind of the pilot program last April when I received an unsolicited phone call from a Dell support executive over a horrible support experience I had had. My issue had eventually been resolved, but it had left a bad taste in my mouth.
In the past few days, I’ve seen more signs that Dell is figuring out how to find unhappy customers and try to make things right. This November 2004 post, Memo to Dell CEO Kevin Rollins, turns up at #1 on the Google search results if you look for Kevin Rollins email address. As a result, the comments section has grown into an impressive collection of complaints about Dell service and support. Last week, a Dell employee named Richard added this comment to the thread:
Ed, we are reading comments like this. In fact, we have a specialized team that reaches out to fix individual customer issues, and then goes back to look at where we made mistakes internally. We arent where we want to be yet, but we will get there. Just in last few quarters we have committed over $150 million to improving customer service, recognizing publicly that we had let issues like these get away from us. We have hired more staff, opened new support sites, retrained staff and are very focused on regaining our leadership by solving the custtomer issues the first time they call.
They’ve even gotten some grudging praise from Jeff Jarvis (here and here), whose foray into Dell Hell has been well documented.
And today I got a personal e-mail message from the same executive who contacted me last April:
I want you to let us know if there are any customers in need on your blog. Our outreach team will be glad to help them as quickly as possible. They are some of our very best people and are ready to help. Their email address is Customer_Advocate@dell.com.
I would be glad if you shared this email on your blog for any in need.
Consider it done. I’m nearly ready to purchase a new PC, and Dell has made it back onto the short list.
Ed,
I would think someone like you would prefer to build your own.
Dwight, you’re right, I would. But I can’t even come close to Dell’s prices. Example: This weekend I spec’d out a Dimension 9200 with a Core 2 Duo 6600, 2GB RAM, and a Radeon X1300 Pro card, no monitor. I would ditch the 80GB default drive and replace it with my own 300 and 500GB drives. Oh, and an XP Home license that qualifies for upgrade pricing to Windows Vista.
That combo priced out at $729 with no tax and free shipping.
What would you put together that would offer equivalent performance at a comparable price?
You can build a system at New Egg for the same price with better components.
James, can you show me the parts list? I already did the shopping at Newegg. The Core 2 Duo E6600 CPU alone (and that’s the one I want, so that’s where I’ll start) is $339. A motherboard that is compatible with that CPU is about $100. 1GB DDR2 RAM is about $115. A comparable video card is $50. An OEM license for XP is $100. I need a case and power supply, which will run another $50. I’ll leave out a hard drive, since I’m going to throw away the Dell’s HD and replace it with my own. But we’re up to $744, and I still have to pay shipping and put the thing together. And in every case I chose the cheapest parts, not the best. So I could build a better system than the one I could get from Dell be spending more money. But I cannot beat Dell’s price.
I’ve been specing out parts for a week since my 3 year old mobo fried. I’m not buying a new PSU or case, and I plan on using Vista Beta til nextd June. I was thinking purely hardware when I posted.
Yes, it’s true that if I can recycle a case and CPU maybe I can beat the cost. Also, I get Windows licenses through various programs (Action Pack, TechNet), so technically I don’t have to purchase one.
What mobo are you thinking of?
I’m looking at the Gigabyte GA-965G-DS3. It has a built in graphics controller that I plan on using for a month or so to offset the cost of a video card. I don’t play a lot of games so if it can handle what I throw at it, I probably won’t buy a video card until DirectX 10 starts having a major impact.
Somebody please help me! In December 2005, my son received an Inspiron 600M as a Christmas present from his uncle.
In August 2006, his hard drive crashed. I called Dell, and they sent a new hard drive fairly promptly. However, they sent none of the required install disks. I had to call back to have those sent.
Once I got his new hard drive installed, the wireless wouldn’t work. I had to call Dell to get the wireless set up. Now, 4 months after the initial problem, his computer has no audio devices installed.
These problems are all related to the initial hard drive replacement. It has taken me 4 months to get to this point because I am rarely home (I’m in the military). Whenever my son has realized there is another problem, it’s usually a couple of weeks before I can call customer service.
And, when I call, I am inevitably on hold for 30 or 40 minutes before talking to a person, who often tells me that I’ve reached the wrong department, and have to be transferred.
So, this problem has been going on for 4+ months, the warranty officially expired about 3 weeks ago, and we can get no satisfaction.
I would like to take his computer to a Dell store or service location in my area (Southern New Jersey, close to Philadelphia), and have a Dell representative fix everything once and for all. Is this possible?
If not, how can I get adequate customer support from Dell?
My son, who is 10 years old but is very tech smart and motivated, is heart broken that he can’t get this computer to work properly. This computer is how we communicate when I am away from home.
He’s so disappointed that he told me he wants to throw away this Dell and buy a Mac.
If Dell could get their act together, they’d have a loyal lifelong customer in my son. Instead they are driving him away.
Can anyone tell me how to get adequate customer support? Personally, I’d like to call or email Kevin Rollins, but I’ll take any useful point of contact.
Thanks for any advice.
Hi David,
I just found this site yesterday as I am also having a war with the Dell support department. Just as a note, I emailed the address listed in an above comment this morning, of course I’ve had no reply at this time. Really don’t expect one!! Dell has apparently outsourced their support outside the US and the folks you get on the phone, or by e-mail, have no clue unless it is on a script in front of them.
As for your problem, the below link will take you to the driver download page for the 600m, assuming you have the Win XP operation system.
http://support.dell.com/support/downloads/devices.aspx?c=us&l=en&s=gen&SystemID=INS_PNT_PM_600M&os=WW1&osl=EN
Click on the audio drivers and download and install the audio drivers for your laptop. If your son is as technical as you say he should have no problem with this task. There are also other drivers and programs for your system located on this page. You just may have to do a little research to figure out exactly what you need. Unfortunately you & your son are tasked with learning to fix the computer yourselves or take it to a repair shop and pay someone else to do it. In my opinion, Dell support is basically non-existent.
Hi Mark, and Hi David
Just noticed your comments here and I wanted to be in touch with you about the issues you are experiencing. Im sorry you have had some challenges with our support.
As you can imagine, undertaking the kind of changes we have initiated is a huge project, including retraining current employees, hiring more employees, changing the way we work and much more. I dont say that as an excuse….its just our reality. We are not yet where we want to be…although we are focused and moving ahead. Sorry your contact with us has not been up to snuff.
Second, it is unclear to me from your comments if you have followed the advice offered by Ed. Could you each please send an email to: Customer_Advocate@dell.com.
Mention Ed Botts blog right in the title line, so we connect the dots.
We just reviewed all the emails coming in the couple days after Christmas and I cant find a Mark or David. Therefore, if you both could follow up and email us, we will get to work with you.
Just to add a little context, set your expectations and clarify a couple things, because of the holidays and our limited staffing during that time, we are running a little behind. We are usually in touch with folks who email us within 24 to 48 hours. Mark, that likely helps explain why you did not hear in the first couple hours, although we cannot find an email from either of your names.
Also, I want to let you know that the customer_advocate@dell.com team is based here at our corporate headquarters. We are not out sourced.
Look forward to our being in touch
Richard,
Please accept my apologies for the comment above about not receiving or expecting a reply from the Customer_Advocate@dell.com email address. I thought I had copied a reply to that address when responding to Dell Customer Support. After reading your reply in this blog I checked my sent email and noticed that when I copied your address my email client bracketed the address, basically making it null. I have sent you another message and look forward to correspondence with you.
I would also like to note that my beef is with Dell Financial Services, my comments on Dell’s support should have been directed at them. The one time I have had to use Dell’s Technical Support, back in 2004, appeared not to be outsourced and was quickly and professionally resolved. However I can not say the same for my correspondence with DFS support on the 23rd of December which appears to be outsourced.
I just found your blog and have emailed Dell. I have a inspiron 8600 that had a USB port problem on December 16, 2006. That issue was “fixed” when a technician came to my house and replaced the motherboard. The next day the computer came up in “manufacturing mode level 1″ When I called technical support back, they said someone would come out to fix it. Then I got 2 more telephone calls confirming someone would be out before Christmas to fix it. Of course that didn’t happen, so when I called on the 26th of December, I was told my computer was fixed, and there would be no one coming out to fix it. I asked about the “manufacturing mode level 1″ and they told me to reflash the bios. Which didn’t fix anything, after another several hours on the telephone they sent me a system battery. After the order for the battery had been canceled, then reordered, I did get the battery, which of course was not the problem. Now I have another referbished motherboard at my house, and no one to put it in my computer. I was told I could not do it because I am not a “Dell authorized technician”. I asked about taking it someplace to have it worked on, and was told there is no place to take it. I have been lied to continuously about service technicians coming out. I have been sent trash instead of parts for this piece of junk that tries to pass itself off as a computer. I don’t believe there is anyone at Dell that cares about the customers. I know what DELL HELL is! How could anyone ever want to do business with them again???
Hi Mark, Cherril and David
Mark, appreciate the follow up. Not sure how we help with DFS but will be following up on the email you sent us.
David, checking to see if you have been in touch yet?
Cherril, i hear you and care about your issues with your computer and with Dell. So does the team I am asking you to get in touch with. My apologies for the miscues and run arounds you have experienced.
I hope you have followed my instructions to Mark and David (see comment 10 above). Please email us directly at customer_advocate@dell.com. In the Re: line please note this blog and we look forward to working with you to solve the problems.
Hi Mark and David,
Chapter 2 of Dell Hell.
I did email customer_advocate, and did get TWO telephone calls early Friday morning! That was a pleasant surprise. Late Friday I got a call from Smartech, the people who were subcontracted to do the work on my computer. They had flimsy excuses, but did get a technician to come out to my house on Saturday afternoon, after I called back telling them I would not accept maybe Monday,and I didn’t care where they had to send a tech from. The technician changed out my motherboard (again) and that did not solve the problems. (again) He talked to Dell customer support, and didn’t fix the problems. I called Dell support after the technician left and explained the problems. The bottom line is that I will have to send my computer to Dell (without the harddrive, battery and power supply) and they will fix it. We’re talking 2 weeks without a computer! That’s what I consider “next business day” service. It would have been faster for me to have done this to begin with, and forget about the money I paid for the “next day service”. Hopefully it won’t take 2 weeks, but if it does, I will have been 5 weeks without a fully operational computer….not good. Please understand I did not get all these error messages before the first motherboard was replaced. And in all fairness to Richard, I am crediting the 2nd motherboard being replaced already to the email I sent to customer_advocate@Dell.com. I am grateful for your blog, but still want a working Dell!!
I have bought 4 dells now. a dell demension 4600 2 years ago, a dell xps m170, xps m140 and a inspirion laptop. i have only one complaint that i havent resolved, the others in the past were a battle with dell. but i did a little research, and called dell at his house and on his cell phone number. even though he doesnt have anything to do with it much, he is a top shareholder in the company, and among other things. here is my issue now. i went out paid 3200 dollars for a xps m170, that was suppose to be sent with a nvidia 7800 graphics card, well i didnt get that i got a dell 6800 ultra. as well now that i have this xps m170 since april last year , (10 months at 3200 dollars) the monitor has specs in it where they display is not working properly. big blotches in the screen. well i havent called dell this time, because i know i will get someone from india. they really have no clue on whats what. and every time i spoke to them in the past they always have to leep talking to others, or have to look something up only to have it be something totally different then my problem. i will say that for the most poart there are some very intelligent people in india, but they are definitely the ones working for dell. anyways , i will probobally just get the run around with dell if i call about the screen, as well i tried to send my 3 batteries back when the recall happened as my batteries are those listed to recall , the ones that start on fire, from overheating the system. well i called to get info and they didnt have a clue on where to send or where to direct me to to get a mailing address, besides i feel i would be waiting for months to get it back. i just cant do it. all i can say at this point is i am done with dell, they got 7k from me . and im just sick of their crap. you want good service from dell? then they will first have to stop trying to save a buck by paying less for cusomer support in india and bring it to america where it belongs. we bought it from america, we should get our service done in america. but they are to stupid to realize thats where the biggest problem is. if there was better comminucation, and more skilled people , most of us wouldnt have this problem we all have. in fact it wouldnt take a year to relay msgs from india to a usa office. thanks for nothing dell. my advice? well dont buy a dell . and if you have more problems, just tell then as in the highest person in dell you can get at that you will make it public to every shareholder, every customer , and every potential cutomer that they will get ripped off by dell. in fact post it in every newspaper,if you can afford it make a tv ad, and for all purposes , anyone wanting to start a million person class action suit , ill be the first to help organize it. i have great law research skills. email me if you need help. mike@askall.net
Hi all,
Just an update on my situation. After correctly sending an email to the above address no reply has been received. Guess I will have to go back to my original statement.
Dear Mark,
So sorry we missed your e-mail. If you will contact me with your Dell account or order information, I am happy to facilitate resolution with Dell Financial Services.
I look forward to hearing from you.
Margo
Dell Customer Advocate
Customer_Advocate@dell.com
Dear Margo,
So sorry Customer_Advocate@dell.com will not respond to any emails sent them. I sent you an email on the 23rd with a subject line: ATTN Margo. No response yet. This is the 3rd time I have sent an email to this address. I now believe that the whole thing is a farce. Dell Customer Advocate, if there is such an identity, is just a way for Dell to make people that stumble across this blog believe that there is someone at Dell that really cares. I have had my email spam filters off since December to ensure that I missed no replies and I have received no delivery failures to your address so please don’t try to fault my email. If you wish for me to retract any statements made here you can find one of my 3 emails and respond to it. Until then I will ensure folks that there is no help forthcoming from Customer_Advocate@dell.com.
Mark, is the e-mail address you’re using here the one you’re sending the e-mails from?
It’s absurd to think that someone from Dell would spend the time to come here and comment and then ignore your e-mail. That makes no sense at all.
I will be happy to try to serve as middleman if that will help get the conversation started.
Hi Ed,
No, I’m using an earthlink.net email address to contact dell with. I thought the first email was my fault, however after receiving no reply from Richard or Martha I’m beginning to wonder. The email I sent was a forwarded copy of my correspondence with DFS support. The email contains my personal account information, therefore I’m cautious as to where I send it. If you can send me an email to the address I using on your page, so I will know it is you, I can forward a copy to the address you use if you wish.
Thanks, Mark