Just recently, I had to get Dell’s Support Department on the phone. Not too long ago, one of our clients, in the medical industry, purchased five identical Dell Workstations (towers) for their facility. These were not the most expensive, state of the art machines available to them at the time. However they were no where near the low end of Dell’s product line either. This client even purchased Dells “High-End” extended warranty on them, when promised US-based support and next business day service.
Well, needless to say, we had to jump through all kinds of hoops with the technician assigned to our case. We basically had to babysit the problem machine and the support tech. We had to run Dell’s built in diagnostics, which took hours. We had to swap RAM and hard drives from another of the five machines to check on the functionality of the RAM and the hard drive. All of this to be told the same thing I told the Dell technician when I first contacted them. THE HARD DRIVE on this 6 month old machine WAS DEFECTIVE!
A couple days after the original support request, we get the replacement hard drive. Doesn’t sound to me like the “NEXT BUSINESS DAY” option we paid for. When you are dealing with a medical facility of any sort, a computer being off-line or down, is way more than a minor inconvenience, which is what this Dell Tech made it out to be.
Needless to say, I was more than aggravated about the situation, and the pyramid scheme you get on the phone from the Dell representatives is complete garbage. Don’t you just love when you get parked on hold for 20 minutes and you get the “I will transfer you to a supervisor, but let me see if I can help first” routine? Yeah, me too! First you get a supervisor, who is probably just the Dell rep sitting next to them. Then you get another supervisor. Then you get a department supervisor. Then you get a department manager, and so on! They all promise to be able to help, but are actually just wasting your time. So, you will never actually speak to anyone with any kind of weight with the company and each time you are transferred you get to sit on hold again! This is all done on purpose, in an attempt to get you to hang up.
I refuse to play the game, and decided I wanted to express my dislike of Dell’s Support Practices to someone who actually has a little authority at Dell. I decided maybe the Dell Executives would care a little more about the situation. So I started searching for a way to contact the executives at Dell. I found this Email Addresses For 19 Dell Executives article, posted quite a while back, but thought that maybe some of the people still held positions in the company.
I have also listed the email addresses below!
- Michael Dell – Chairman and CEO – email to: email@example.com
- Donald Carty – Vice Chairman and CFO – email to: firstname.lastname@example.org (bounces)
- Ronald Garriques – President, Global Consumer Group – email to: email@example.com
- Michael Cannon – President, Global Operations – email to: firstname.lastname@example.org
- Mark Jarvis – Senior VP and Chief Marketing Officer – email to: email@example.com (bounces)
- Lawrence Tu – Senior VP, General Counsel – email to: firstname.lastname@example.org
- Susan Sheskey – Senior VP, Chief Information Officer – email to: email@example.com
- Andrew Esparza – Senior VP Human Resources – email to: firstname.lastname@example.org
- Paul Bell – Senior VP and President, Americas – email to: email@example.com
- Stephen Felice – Senior VP and President, Asia – email to: firstname.lastname@example.org
- David Marmonti – Senior VP, President, Europe, Middle East and Africa – email to: email@example.com
- Brad Anderson – Senior VP, Business Product Group – email to: firstname.lastname@example.org
- Jeffrey Clarke – Senior VP, Business Product Group – email to: email@example.com
- Martin Garvin – Senior VP, Worldwide Procurement – email to: firstname.lastname@example.org
- Alex Gruzen – Senior VP, Dell Product Group – email to: email@example.com
- Joan Hooper – Vice President, Finance, Chief Accounting Officer – email to: firstname.lastname@example.org
- Alan Lafley – Board of Directors – email to: email@example.com (bounces)
- William Gray – Board of Directors – email to: firstname.lastname@example.org
- Judy Lewent – Board of Directors – email to: email@example.com (bounces)
I typed out an email and addressed it to the support rep, the sales rep (from whom we purchased the machines), the sales rep’s manager and several of those listed from the executive board list above. Maybe my email will get some attention and cause Dell to do something about their questionable product quality, even worse service and terrible support, but I doubt it. Though, maybe a flood of emails from hundreds or thousands of people will make a difference.
I re-posted the email addresses in the list above, so that if you or someone you know also has issues with dell’s questionable product quality, even worse service and terrible support, you can also send emails to those listed!
If I had it to do all over again, I would really re-think the value of any sort of extended warranty or service contract, especially from Dell!
If you have a more recent list of executives, any updated email addresses, an updated list of official positions or other information about how to get in touch with Dell Executives, you can provide that information to me using my Contact form. I’ll be happy to give you credit for any updated information you provide.