How To Escalate Within Dell UK

fallen121

I wondered if anyone had had any success escalating a complaint with Dell or had any email addresses or names of people we could escalate a complaint to?

We bought two rack mounted servers from DELL. Both should have come with the O/S pre-installed, one worked fine out of the box, the other the O/S had not been installed properly. Disks that came with the server kept asking for an installation password we did not know. Documentation which should have been in the box was missing.

Contacted DELL customer support who put us in touch with an engineer, the engineer insisted on sending a file which when installed on the O/S trashed the server completely. DELL later admitted that the engineer had mixed us up with another customer complaint and sent the wrong file. Another engineer eventually the resolved the issue but it took nearly ten hours.

The rack mounted servers were being installed for a client and we could not charge the client for the time taken to resolve the issue and the client did not want to become involved in protracted discussions with DELL. DELL initiallly agreed to provide compensation for the time lost but are now back tracking and insisting that the server arrived fine from the factory and the problem was caused by us reinstalling the O/S ourselves and trashing the server then relying on them to sort it out. Even though there are taped telephone conversation that prove that we could not have installed anything because not only did we not have the password to install the O/S, the keyboard was set to US and would not have accepted the password anyway as it included the @ sign which is in a different location on a US keyboard - this was one of the things that the second engineer was able to resolve.

One of the "proofs" DELL are using is that that UPS receipts show the servers were delivered on a Monday and logs we ourselves sent them show that the O/S on the affected server was installed on the following Thursday. We have pointed out that this coincides exactly with the customer support call during which the "wrong" file was sent and installed on their instructions.

The DELL representative with whom we are dealing refuses to allow us to escalate the complaint and responds to each and every email with monosyllabic replies to the effect that we are lying and incompetent scam merchants who are trying to blame them for problems with the server - when it was their own faulty part installation and an engineer mixing us up with someone else and sending the wrong file which caused all the problems.

We just want to get past this guy who having admitted fault on the phone in the past is now rapidly back-tracking and blaming us in an attempt to save his own skin.

Don't want to get into a protracted techie discussion of who did what, but if anyone has any email addresses, addresses, phone numbers or ANYTHING we could use to make someone else in DELL aware of this issue we would be grateful. Searches on Google turn up unresolved query forms which can only be used in the USA and email addresses for Michael Dell which date back to 2005 and probably aren't much use.

ashleypride

Personally, I wouldn't bother. Dell T&Cs will limit liability, so you have no right to compensation. As a business these are the risks you have to take, and your contract with the end customer should be priced accordingly. You win some you lose some. If Dell value your business, I'm sure they will do something out of good will. If you are small fry they won't care.