I have ordered at least 10 computers from Dell in the last several years and I have never had as much trouble as I have this time. First, I can't find any way to speak with someone in the USA. The connections are bad and I can't understand them half the time. Then I don't get emailed back when I am told I will. Then, when I do speak with someone who is going to help me (after being transferred 6 times), I get hung up on (twice). Then I get put on hold indefinitely until I finally hang up (I hate the music). Finding this blog in order to send a complaint was not easy. There should be a phone number to call or an email address to send complaints to, unless Dell doesn't want to hear any. I've gone from a very happy long-time customer to a very unhappy customer.

Let me know if you have any luck.  I've just made the decision to start acquiring business laptops elsewhere after receiving borderline criminal service on a personal order.  I'm not sure when or how they let service slip to this low, but I suspect that it will manifest itself in a diminished market share quickly.

Sorry you too were victimized.  Lorna and Robert will likely offer to escalate your issue to a dead letter office.  

I would LOVE to add my most recent experience (such of which is becoming quite common) to this discussion.  I have been a pretty loyal Dell customer for over 15 years now and have always been satisfied with the products and service up until the past few years, as there seems to have been a steady decline in the customer service & support more so but not excluding the products.  I caved into my apprehension over recent disappointments and decided to ordered a laptop online on 9 June for my son who graduated from HS on 15 June.  After the order, which wound up being 2 different shipments, was confirmed and finding that the order wouldn't  be delivered until an approximated 21 June, I immediately contacted Dell support to attempt to change the shipping option to a date closer to June 15th & explained I would be willing to pay for overnight or whatever option would be available.  I was told by "Leonard" the dell customer care attendant assisting me, that such changes would not be necessary, that he could/would send out a request to Dell's warehousing to send the order out earlier.  Again, I was apprehensive of this but against my better judgement chose to accept this. 

So here it is, 17 June, my son has successfully become a HS graduate.  I received the mouse on 13 June, but the laptop itself is JUST today posted as shipped out w/ an expected delivery date of 21 June, still 6 days later.  Totally wasted call, Dell Support has again proven to be NO help whatsoever concerning this particular matter.   

Aside from THAT epic fail, I still have to regrettably deal with Dell Support on the matter of my own Dell All in One system, which hasn't worked in about a year even AFTER it was sent into Dell for service (under extended warranty) and returned, only to find it still inoperative after about 2 weeks.  Speechless, frustrated and highly disappointed in the decline of support over the years.

I DO hope that your issue may be rectified in a more appropriate manner, we all deserve excellent customer service and unfortunately I don't feel that Dell is living up to the name that it made great way back when.