Speak to senior customer service in the USA?

<You replied to an old thread. Merged to your original thread. DELL-Admin>

Hi everyone, I'm hoping to get some ideas on contacting Dell Support corporate people that can help me, as my route through the promised "Premium" support accessible by Dell's phone line has hit a dead end for my Dell M18-R1-AMD Laptop, with five weeks still left on its warrantee.

Within hours of its return from the THIRD FedEx trip to Dell's out-of-state service center, the freeze/crash I've encountered ad-infinitum occurs yet again. I call Dell up and ask to escalate this. The person I ultimately get, after all the refusals and denials that a supervisor even exists, tells me that he will be the only person I will be permitted to speak to from now on. He will be my "single point of contact," and no one else at Dell. It is not possible to speak to anyone else. 

Of course, my "single point of contact" wants me to ship the faulty computer back to them for unknown diagnostics a FOURTH time. 

After ten months of having to sit through dozens of hours lost on phone calls, emails, diagnostics, and excuses, Three ship-aways to the Dell service center, plus about a half dozen re-installs of the Windows 11 OS, am I unreasonable to ask for a replacement or a refund for a unit with frequent intermittent freezes and reboots and a DC power port that will not hold a plug? It sounds like there are many horrible stories about the reliability of this model.

If anyone has successfully reached actual customer service people, preferably in the Western Hemisphere, and could share that info, it would be really appreciated. 

<duplicate posting>

@Never-Buying-a-Dell-Again​ 

HOLY COW! Yeah your story sounds about like the nonstop issues I had when I wrote the original post. I personally don't think you're unreasonable for wanting a replacement, but I will tell you what Dell told me. After having the original laptop for 30 days, replacements aren't supposed to be issued. Technically I wasn't supposed to get as many replacements as I did. I know how frustrating it is to be stuck dealing with only one person there and it going no where. At one point I did call and speak with the warranty department, so you may try that. I didn't go through technical support to speak to them though, I actually hit the extension for sales and from there asked for someone in the warrenty department. Whether you'll have any luck with that, I don't know. With all of my Dell issue experience I hate to say this to you, but you may end up with no other option other than sending it back to them again. I know it is BEYOND ridiculous! I hate your situation so much, I've been there. They did FINALLY get my m18 R1 fixed and I've had no issues with it since and I absolutely love it. My advice is once they get it fixed keep that stupid warranty going. Alienware's aren't like they used to be so better safe than sorry. I feel anyone that let's the warranty expire is very very brave.

I wish I had better advice for you to make your situation not so ridiculous. I wish you luck and I really hope they get it figured out, maybe this time around they will.

Hi,

Sorry to hear you're having issues and I see you are looking for technical assistance. If you need our help, you can click HERE to send us a private/direct message and we will be happy to assist you. Be sure to include your service tag (don't share this on this thread, only in a private message) and we'll be happy to look into it!

Hi
Thank you for contacting Dell.
We have sent you a private message. Please reply to it with the requested information so that we can check and assist you further.
Regards,

@DELL-Cares​ If you read my post, you'll see that most of the 11 months I've owned this Laptop M18-R1-AMD have been spent on the phone with Dell's India based customer support getting what you might call "technical assistance." Polite as they are, the many hours spent

• troubleshooting remotely
  AND
• the three FedEx trips to the Dell Service Bureau
  AND
• reinstalling the Windows 11 OS as many as a half dozen times

have yielded a computer that is no more repaired now than the first time the plug fell out or the first time it froze then rebooted. Your Technical Assistance Support staff and your repair facility DO NOT KNOW how to fix this issue. At this point, whether is is spelled out in the warrantee or not, I want a replacement or refund. 

Your tech staff refuse to escalate this issue, even though they do not know how to fix this problem, but they do know how to repeat "that is not covered in the warrantee" until my ears are numb.

I WANT to SPEAK with a higher level Customer Service rep in the United States. From the sounds of the messages above and elsewhere on this forum, I am NOT alone.

<You cannot choose from which country Dell support is based in. DELL-Admin>

What you are asking is the million dollar question. I've had an Alienware for years, and I have put many hours into trying to find out how to speak to a US based customer service representative whenever issues arised. I never had any luck, except for one time. I did speak with someone that was in their Warranty Department, but even then I didn't have a direct number to them, someone in Technical Support transferred my call to their voicemail and they called me. I always got stuck with technical support people that read off the script, and over half of those calls I had a very hard time understanding what they were saying. Dell fails miserably in regards to the support they give their customers. Even worse, they have failed miserably with the Alienware brand. They are NOT like they used to be! 

@alw1981​  @DELL-Cares Interesting, isn't it, how yesterday Dell was telling me to contact them and tell them all about it (via DM, as I did, pointing out that other than the purchase and tag numbers, everything was clearly spelled out in my post of 2000 or less characters), but today . . . Crickets . . . Really not seeing the caring.

Wow! Already April 5th and @DELL-Cares has STILL not answered me back! Could it be possible that #DELL-Doesnt-Care ?

My feeling is that Dell is running out the warrantee, hoping that I'll just forget this expensive purchase that they refuse to replace having failed to fix it 3 times.

Take heed, folks! Dell wants your money for faulty products that they don't know how to fix and refuse to take responsibility for!

Where are you, @DELL-Cares ? Why haven't you answered the DM?

Why won't you tell people how to contact the corporate relations in the United States?

@alw1981​ Wow, I just noticed this! 

I went back to email and I noticed that the part of your email where you said

<They were in violation of the Code of Conduct so no, you cannot repost the violation. DELL-Admin>

I have to ask, did you you edit that out, or did DELL delete this?

@alw1981 , to answer your question, The extended story about the M18-R1 and Dell's multiple inabilities to fix it as well as the obfuscation of their contact info was part of my report to the national Better Business Bureau a few days ago. My next step will be a complaint to the State Attorney General of Florida, and possibly beyond.

<Soliciting other users to act is a violation. For that and other violation read the Forum Code of Conduct. DELL-Admin>

I humbly apologize to the admins for violating your code of conduct. No violation was intended. I was asking if the poster had removed it himself or not. Had you noted that the information was removed by the admins, there would have been no need for me to ask. It did not occur to me that a suggestion to seek help would be a violation. Again my apologies.

Now, since you clearly responded with all due speed to the violation, may I ask why there has been no response to my contact with @Dell-cares or the DM thread started there after I sent my personal info. I realize that no-one at @DELL-Cares will personally be able to help, so all I am requesting is the ability to speak to someone in The United States who can. If you don't want to reveal the number, then have them contact me.

Write to the company to bypass, they do everything to make sure you can't elevate the issues.  Never buying Dell or Alienware again.

@managelrn​ You too, huh?

@Never-Buying-a-Dell-Again​ WOW Dell must not like that B3 wording. I DID NOT edit my comment, that was Dell. 

<Soliciting other users to act is a violation. Read the Forum Code of Conduct. DELL-Admin>