Dell Corporate Office

Dell Corporate Office Address

Dell Inc.
1 Dell Way
Round Rock, TX 78682

Contact Dell

Phone Number: (512) 338-4400
Fax Number: (302) 636-5454
Website: http://www.dell.com
Email: Email Dell

Executives

CEO: Michael S. Dell
CFO: Brian T. Gladden
COO: Stephen J. Felice

Dell History

Dell began as PCs Limited in 1984 when Michael Dell was a student at the University of Texas.

In 1985, the Turbo PC was launched.

In 1988, the company changed its name to Dell Computer Corporation and went public with an IPO.

In 1996, the company began selling PCs from their website.

In 1999, Dell became the world’s largest PC manufacturer.

In 2003, the company was renamed to simply Dell Inc. to reflect their sales of not only computers but also TVs and other electronics.

In 2006, the company acquired AlienWare.  In 2009 the company acquired Perot Systems.

Dell is currently the third largest PC vendor in the world, behind HP and Lenovo.

 

{ 122 comments… read them below or add one }

Dirk Howard July 1, 2015 at 8:59 pm

If you don’t think you should be getting my emails please notify you management. If you are a business partner, contact Dell Executive Office.

I guess you remember when I got the computer. It sat on the shelf until there were 127 updates waiting to be installed. The update process failed on a number of the updates. The computer was sent to Dell for repairs. It has never worked right since then. There were numerous update failures, re-installs, and cleanup and re-installations. Now I know what the cause was.

The operating system was built using old outdated drivers that were never updated. I found that out when I went to the Dell Support website. I logged on, entered the service tag number, and scanned the computer for updates. There was 15 updates found and some of them were optional. I downloaded the recommended ones and installed them. Then I lost my internet connection. I could not enable the WIFI and troubleshooting software did not show anything.

After doing some research I found that I needed to try a Windows Repair. That did not work. Then I needed to do a Windows Install (preserving data) that would replace any missing items. That did not work. The next option was to rebuild the system from scratch.

I bought a new disk drive and formatted it. I started the Windows Install and it built a new system. I still did not have an internet connection. I used the WIFI on/off button on the keyboard without success. I went into the Control Panel Network and Internet panel. I ran the troubleshoot problems and tried to build a new connection. Then I went into the Hardware manager and found there was no network card or Witless card defined. After doing some more research I found that I needed the drivers for those devices. Since I had downloaded the drivers from the Dell Support page I could not figure out why they did not work.

I called the support number and got a big runaround. I was told because my computer was out of warranty and that I would have to pay for service. I told the support person that I lost the internet connection after downloading update from the Dell Support site that that caused the problem. I asked to speak to a supervisor and was transferred to a department that did not know what I was talking about. I called again and told the support person what happened and they said they would transfer me to the Out Of Warranty Department. I was on hold for about 10 minutes and got a dial tune. I called again said I had called and was disconnected and asked to speak with a supervisor. I was put on hold and someone answered the phone after 5 minutes. This person said they could only trouble shoot the problem and I would have to pay because my computer was out of warranty. I said I would not pay to have a problem fixed that was caused by updates I downloaded from a Dell Website.

I sent an email to Lynette Simmons and a number of other people. I explained what had happened with support and the downloads from the Dell Support site. I was told that my computer was out of warranty and I would have to pay for service and to call support. She also said there was no record of me calling support or having been on the support site. Nothing like calling someone a liar without proof!

I sent another email and told her I called and I can get phone records to prove that I call support. I also told her that the Dell servers have a record of me being logged on and downloading updates. I also told her that this is not the first time I have had this problem because it happened when I first got the computer and was having problems. She replied that she could not find any record that I had been on the support site and to call the support number.

The offshore support people will not log into a call unless they know they can fix your problem. If they don’t think they can fix the problem you will get a dial tone or be transferred to SOMEWHERE ELSE! That is because they only get credit for completed calls. The bean counters at corporate have cost the company millions and made a mess of support. This is also true with the Contact Us links all over the Dell Website. They have been changed to send you back to a previous page or back to another Contact Us page. The people that own those links never get contacted.

I called the support number again and told the support person I wanted to speak or a supervisor. She transferred me to some other department. The person who answered said they would take care of the problem. I was asked to go to the Dell site. Then Enter my Service Tag ID. I was told to select the Driver Download option. Then I was told to download the update for the Network Driver. Sound Familiar, it is, because it is the same site I went to that started this whole mess. I told the support person about this and told her I would not pay for anything and hung up the phone.

I called a person in Illinois that I used to work with. He gave me the link to a site that had a Freeware program that would scan for driver updates and provide the links to download and install them. I copied the program onto the computer and ran it. It listed several drivers including the one from the Dell site. It was outdated and need to be updated. I went to another computer and put the new driver on a flash drive and then loaded it onto my computer. I ran the install and I now had an internet contention.

I sent this information to Linette Simmons and said several things including the fact that Support sent me to the same site to download the same driver and want to charge me for it. During this whole process I get the impression that everyone I have dealt with like Linette Simmons does not care at all. I get the feeling that they think I am just a chronic complainer and don’t want to deal with me. I’m sorry I interrupted these people’s free time on the job and they had take a work break.

My computer was built with outdated software and drivers. The software can be corrected when Windows Update downloads the updates. Drivers are no longer supplied with the operating system starting with windows 7. They must be manually updated. Not one person at Dell for the past year ever told me that. Not one person at Dell could answer my questions or fix the problem I have had for a year.

Now that I had built a new operating system, updated the drivers,and was ready to start download the updates. The first screen print shows “Updates Were Installed: Never” shows that this was the first ever update for this system. There were 193 updates downloaded and installed without a single problem. The computer was restarted so the updates could finish. Then Windows update showed there were 25 more updates to install. Those updates also ran without a problem. Then I installed 9 optional updates that were also successful.

This proves that the operating system on the computer I purchased over a year ago was defective when I got it and the support people did not get it fixed. When I got the computer back from being repaired a lot of the software was missing. After complaining I was given a list of software I could download and install myself. Even with that I never had all the software that was advertised on the system and the system had continuous problems the whole time. Now I have a Dell computer that is working but does not have most of the software that was supposed to come installed on the computer. Looks Like I paid abut $400.00 to much for the computer. How much would a Dell Support Technician get paid for doing about 40 hours of work on a computer they don’t know how to fix? How much should a customer get paid if they do it themselves?

It is very sad that a customer has to go to extreme lengths to fix their own computer because there is nobody at Dell that knows how to fix it. They have made guesses and even tried to patch things to make it look like it was working. In the past I have sent emails to the Dell Executive Office down to employees that have nothing to do with Dell products. Not one person showed any sign of caring or even make an effort to make it right. Every time I contacted Dell I got a runaround and an I don’t care attitude because I had a complaint.

I still cannot believe I am sending an email from a system that could not do that for the past year because the operating system had problems and old or missing drivers, and support people that do not care. Now I don’t have to logon to my email on the internet, I can have it downloaded to my computer and look at my emails anytime without logging on.

Now I want to be put in contact with a Dell Executive Officer for a phone conference. I don’t care how many people sit in on it. I would prefer the people that were supposed to be helping me get the computer fixed all this time. If this does not happen this email and all the others I have will be printed and sent to several board members at their home address. If this does not get a response I will be in contact with a good friend in the media.

I think it is about time Dell finds out how the company is really being run, how their support isn’t, and how support people teat customers with problems that don’t want to or know how to repair. If this trend continues Dell will be in the same boat HP was in a few years ago. Soon you will have no repeat customers and long time customers will be switching brands.

IF YOU CANNOT PROVIDE WHAT YOU ADVERTISE AND CANNOT SUPPORT WHAT YOU SELL SOON YOU WILL HAVE TONS OF PRODUCTS ON SHELVES AND THOUSANDS OF EMPLOYEES WITH NOTHING TO DO!

Dirk Howard.

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Karen CAsey June 30, 2015 at 1:26 pm

To Whom It May Concern:
Recently I purchased a Dell laptop through your web site. The process was so difficult that I began to doubt my decision to purchase an item from Dell. In particular the Customer Service Representatives may “speak” English but they do not understand English well enough to communicate with a customer. Nor do they speak English clearly enough to be understood by the vast majority of people seeking assistance.
The issues with this particular purchase were such that not only would I never purchase from Dell again, I will also do anything within reason to insure that anyone considering purchasing from Dell is cautioned. Why?
1. Customer Service: It is an oxymoron with Dell. Your customer service representatives’ accents were so bad that understanding what they said was next to impossible. Even when I could manage to figure out what was said, the representative failed to understand what I was saying. Inevitably the person would repeat my statement to make sure they had it correctly and rarely was it even close. Without exception when unable to either understand or take action the person transferred me to another “department” with whom I had to start all over in attempting to explain the question. The worst was 8 transfers and on the 9th they disconnected the call. I repeatedly requested a transfer to a representative in the United States but that resquest was refused.
2. Web site: Your web site is useless when it is not updated to reflect changes. My laptop per your web site was estimated to be delivered on June 15th 2015. Even after more than a week past June 15 the site continued to list that as the expected delivery date. The “chat” feature is likewise of little value. Any customer service system is only as good as the persons whom operate it.
3. Design of Inspiron keyboard is poor. The keys are grey with a lighter color alpha numeric character color. In a brightly lit room it is impossible to see what is printed on the keys without putting your nose about 5 inches over the keyboard. In direct sunlight they became invisible. The backlight feature doesn’t help obviously as it is intended to provide light in low light conditions. Your video of this model shows a black keyboard with white lettering, high contrast which is easily readable. I looked into purchasing either replacement keys but the cost was $4.95 a key or a silicone colored cover which had the characters imprinted, but did not pursue that course because of the next issue.
4. Most importantly, the laptop I received was not the laptop I ordered and the items changed were ones important to me and of inferior quality in addition to being a less expensive substitutions. They included the following:
a. Change in graphic card: I ordered the NVIDIA FeForce 845M 2GB GDDR5, I received Intel HD Graphics
b. WiFi change: I ordered Intel Dual Band Wireless – AC 7262 2X2 + Bluetooth 4.0. I received Single Band Wifi: 1 X 1 bgn w/Miracast (no mention of Bluetooth). The last was repeated on two lines but whether that equates to what I ordered is unknown and questionable given how the original invoice summary listed items.
c. Incorrect CPU: I ordered 5th Generation Intel Core 17 Processor (4M Cache, up to 3.00 GHz) but received Intel Atom processor Z3735G (2M Cache, up to 1.83Hz Quad Core) 32 GB
d. Incorrect Display Screen: I ordered 17.3 FHD (1920 X 1080) Truelife LED-Backlit Touch Display. I received 8.0 1280 X 800 16:10 IPS display with HD (WXGA) touch. (While an IPS display is superior, the resolution was significantly less than ordered.)
e. Incorrect battery: I ordered 58 Whr, 4 Cell Battery (Integrated) but received 16Whr, 1-Cell Battery (8 hrs+)
5. There may be more errors in constructing the laptop, I had only the itemized list sent with the laptop to compare with the original line item order details copied from the web order document. If it was of sufficient importance to be listed on the original online summary, I would think it should be of sufficient importance to verify on the second document which arrived with the laptop.
One mistake would be looked upon as accidental, five mistakes particularly of this magnitude seems far more likely to be intentional.
Prior to discovering that the laptop had been constructed differently than what was ordered, I had thought I might have an option to the keyboard issue which was at that point the sole reason I was returning the lap top. I reluctantly called customer service but by the time I was finally connected to an actual human I had found all the alterations which had been made. When I told the representative that I had found these issues in addition to the laptop key problem, I was told: “Your problem has been resolved, so what does it matter. Just send it back.” Impolite, disrespectful and as they failed to listen to why I was calling this was a complete failure to explain why inferior items were substituted in the laptop ordered. Perhaps there was a perfectly reasonable explanation for the changes made or perhaps the invoice received was erroneous. I will never know because the customer service representatives choose not to discuss the issue.
At one point Dell was a brand I would have trusted, having had several Dell products in the past. You also had the option of paying extra to speak to US customer service representative. I would have gladly paid for such a surcharge. At what point companies selling in the US will recognize that having US customer service representatives would be a huge boost to further sells is unknown. What I do know that more and more of my contemporaries are asking at the onset about where customer service is located and choosing to opt out of transactions where it is overseas. Everyone’s experience is that it is a complete waste of time in almost all cases where “customer service” is handled out country. If you want to increase your sells, move customer service back within the United States and run an advertising campaign to let the consumer know. Outsourcing customer service to over sea’s locations is so universally despised by every person I come into contact with, that I have been shocked that no company has yet to see the enormous benefit that would be derived from discontinuing this practice.
It is doubtful that this letter will have any effect at all. I will however take the time to make it known in all Dell product reviews of my recent experience. If enough people speak out eventually it may have an impact.
It was extremely difficult to locate an address for Dell on the web or off. In all likelihood the difficulty in finding an actual physical address for Dell to receive customer correspondence is indicative of the quality of customer service as well as the quality of the product itself. As an attorney I know the importance of not only being fair in my dealings but also avoiding the appearance of impropriety or unfairness. It is a message that I think Dell should take to heart. If it appears that you care little or not at all about customer satisfaction, that will become accepted fact by consumers. If it appears that you have intentionally substituted an inferior and less expensive product than what was ordered, it will soon become the customer’s opinion that Dell cannot be trusted.

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Karen Hunter-Thomas June 25, 2015 at 7:17 pm

I recently brought a Dell computer, in March. I went on vacation in April, and because I was on a cruise ship, had no need to use my computer. When I returned home, I turned my computer on and it started making this wired noise. I contacted Dell Tech Support and they had me perform all kinds of steps. In the end, I sent me a box to return the computer for repair. I received the computer and it paperwork stated that the fan and hard drive was replaced, it wasn’t. When I turned my computer on again, the same thing but this time, could not do anything with the computer. Contacted Dell Tech Support again. They again had me perform all kinds of thing with the computer to repair and nothing worked. I received another box to return my computer. Received it back, it worked for one day and then it would not boot up. Contacted Dell Tech Support and they said I needed to have my Operating System replaced so they would send me a USB drive and to follow the instructions to replace the Operating System. I inserted the USB drive and followed all directions, it ran all night long and most of the next day and at the end, the message, your computer is broken. I contact Dell Tech Support again stating that I need to have my computer replaced because they sold me a lemon. I have been purchasing computers from Dell for the past 10 years and Dell tells me because I had the computer for 30 days, they could not give me a new one. I have been reading several blogs on people purchasing computers and the problems they have been having with Dell and something needs to be done. I had no problem giving my money to Dell for a computer and I was sold a lemon. If there is anyone out there reading these emails, I want a new computer or my money back. From this point on, I will never purchase a Dell computer and I am going to post all over social media and have my friends do the same about the customer service and crappy level of service that Dell has been providing.

So now, my issue has been escalated because the person I spoke with today has told me that they can give me a refurbished computer. I have only had my computer for 3 months and it has only worked 1 month and they want to give me a refurbished one. In what universe does that make sense. I paid for a new computer and had no problems giving Dell my money but I seem to be having all sorts of problems getting them to do what is right.

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Robert DeBord June 24, 2015 at 3:13 pm

recently had a problem with my computer, and it has been over a month now that
I’m trying to get this resolved. I Recently found out my computer just expired
this may and I am in need of the operating system disk.. I never received it
when I Purchased the computer. Dell tech support is giving me the run around
about buying a warranty to get a disk for a operating system that I have already
purchased. I was told to try to contact you to get this resolved. My computer
ID is 2WPLPS1 DELL OptiPlex. I also purchased extra 3 years of the Trend Micro
warranty and I did not receive a disk for. Can you please assist me on this
matter? I currently own 3 Dell Computers and I’m not sure what has happened top your customer service.. this has been a very bad experience

Phone – 315-409-****

Robert DeBord

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Filippo Salamone May 22, 2015 at 5:16 am

Good morning Sirs,

my name is Filippo Salamone, I’m R&D manager in ReggianiMacchine (Italy).
We develope printing machines using servers from other manifacturers.
We need to have a commercial contact with Dell. It’s a couple of months we’re trying to contact you but unsuccessfully. Nobody answer to our requests.

I look forward for your answer.

Kind regards.

Filippo Salamone

Reply

Diana Chapdelaine May 8, 2015 at 11:01 am

To whom it may concern. This is day two of my attempt to reach someone besides Support Staff. I have had issues with my Alienware computer since the day the first packing slip arrived via mail. Please keep in mind I am going to go through this step by step.
On 2/14/2011 I ordered my Alienware computer, the packing slip that came in the mail before comp arrived started I had a 525 watt power supply. This was a mistake It should have had to 875 watt. I called tech support and was told I had to pay for the 875 watt which I did. I think I paid either 175.00 or 250.00 for this upgrade. The Alienware computer arrived and it was set up. I noticed 3 of the chips sets were not showing when I looked at the computer properties. So i called support. The set out a tech to replace the bad chip sets and to add the new 875 watt power supply. All seeemed good except the Alienware command center on the computer did not work. The reason why it did work is because the thierd party tecj did not connect all the wires. This was the first computer S.T. number HRHRBP1 Then there was another problem after another service call to fix the problem and for what ever reason support had me reinstall the utilies, Well this resulted in a computer that would not boot up. It wouldn’t accept drivers and just would not work. Yes I worked with an online tech. Alienware sent a replacement. I shipped back the dead in the water computer. So now on to Computer number two.
Date of this replacemt 5/17/11. S.T. number 3YK3GQ1 I was very pleased to see the small upgrades Alienware gave me for the problems with the fist computer. All was running greatr until graphic card problems.
It was the first of many to come. Besides the their party tech ( who started he hated working on Alienware the first time he came out – the one who missed connecting all the wires) The graphic card was replaced. Thank you. Opps a month or two later maybe three months. Another graphic card another tech. This Tech did not know how to remove the side panel so he broke the front bezzel. Card was replaced and I called Alienware on what transpired. Sadly the same Third party tech is set back out to fix the broken part. A part he is clueless about replacing. Took him over 4 hours to replace the one part. In his time he managed to remove all the hard drives, the graphic card the dvd drive and actually managed to rip out the front bezzel, When he put things back he managed to shove the main drive in crooked. The results of that was I had no operation system. On line techs which were on the phone walked me through reinstallling everything. How ever this took 3 days! I kept telling the tech at Alienware something was till wrong. I said I had three hard drives he kept telling me no it just a mirror. Not sure what he meant but my computer has two ss hybrids and a 1 tb hard drive. It wasn’
t until my husband opened it up and looked. He took pictures and we sent the pictures to the Tech at support. The main drive was forced into the computer and it broke the glide pin which is the reason I had a blank comp. There was pieces of plastic and small bits of wire floating around in the comp from when the front bezzel was rippped out literally.
Alienware decided it was easier to replace the computer then to under all the damage done. This leads to computer number 3. date 7/16/11.
S.T. 1Y1RXQ1. This is great all works. Except this comp eats or burns through graphic cards. I think I am working on #7 and the reason for this lengthy post. Therre is a large communication barrier between myself and the lastest techs at Alienware. I can not seem to get them to understand its not a blue screen error it a black screen. I get this message nvidia driver has lost connection with windows then the screen goes black. The Tech replaced the video drive all was well for short time. This last session is from april 7 th 2015 to today 5/8/15 I sent emails to the tech support and have yet to get a reply.
The laster conflict os over the graphic card in the comp that the third party tech installed. Its a 980 GTX The On line Tech says no its a 780 GTX. I took a screen shot and set that to the tech via email and since that time have not heard a word back. I was told it could be the mother board and processors. Ok fine but when I call I get told no its the graphic card and mother board. All I want is my machine working as intended. I spent 5 K on this computer and waited a long time to afford one that at one time was top of the line. I have a year left on my warenty. So please look into this matter.

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