Email Michael Dell

If you would like to contact the CEO of Dell to tell him how much you enjoy his company’s products and services, his direct email address is Michael@dell.com. We’ve previously posted michael_dell@dell.com, and that, while it arrives at his office, does not go to him personally.

(Photo: Joi)

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  1. elliepants says:

    “tell him how much you enjoy his company’s products and services…”

    This is just the introduction to the opposite sketches, right?

  2. downwithmonstercable says:

    I’ve never had issues with dell… maybe I WILL tell him how much I like his products and services!

  3. Anonymous says:

    Yah, I’ve always had decent luck to, maybe because I know computers and never have to call service for help. I’ve had to replace parts before, but that usually goes without a hitch.

  4. Davan says:

    Someones about to change their email address!!!…..

  5. wdcr0ck says:

    While it might only be a symbolic gesture, having the CEO accessible via email says something good about a company. Even if the email only goes to his admin. assistant or some executive response group, the company is trying to be approachable and responsive.

  6. rtmccormick says:

    I have nothing but good things to say about Dell, outside of the fact that their tech support is in India somewhere and the line connection sucks. Hardware wise everything works great and the in-home service was quick, free, and polite. Gateway on the other hand….

  7. easy2panic says:

    SENT!

    Subject: Short Praise, and Mixed Praise

    Message:
    I am impressed that my friend’s Dell laptop lasted 7 years until a month ago. However I am not impressed with their customer service. My mom’s CD-ROM drive didn’t work, and the Indain customer rep wanted me to buy an over-priced one, but once I was transferred to an American tech rep, he helped me fix it.

  8. GuinevereRucker says:

    Nothing wrong with Dulls… unless you consider the fact that they run Windows.

  9. KyleOrton says:

    I’m a big fan of Dell. I’ve bought and used 4 desktops from them with hardly an issue. The one time I did call CS, the India-based rep was awesome and walked me through everything. She even talked MLB with me while the computer was restarting a couple times.

    Man, I sound like I work for them….

  10. Anonymous says:

    I’ve e-mailed him before, got a response from his “Global Escalation Management Team”

  11. Robert Isbell says:

    I have a Inspiron 5100 I pulled from a pong, still works great with the original HDD, Battery, and ac adapter. I did have to replace the keyboard, because whomever had it, has broke the keys on it before throwing it into the pond.

    wish i could afford a new one tho.

  12. Robert Isbell says:

    meant pond, not pong.

    • U-235 says:

      @Robert Isbell: Ah, that makes much more sense. For a minute there I thought maybe the paddles in pong were actually laptops, and you had developed some sort of reverse Tron laser to remove them. The typo makes a lot more sense.

  13. Cankles says:

    I love Dell, no problem at all with them except possibly the turnaround after an order through their website.

  14. Cankles says:

    Also, that seems like an odd address. I would expect something more like Michael.Dell@dell.com. Who knows though…

  15. Corporate-Shill says:

    And tomorrow morning the email addy will be overflowing with ads from Nigeria as well as Candian drugs.

    Just wonderful.

  16. nsv says:

    A friend owns a Dell business laptop with on-site, next day service. The last time it died (a couple of months ago) it took over a month to get it repaired.

    Last week it croaked again, same problem. The part was shipped, the tech arrived two days later, “fixed the problem”, walked out the door, and five minutes later the laptop died.

    Tech support in India then instructed her to ship the laptop to the depot for repair. She had to research the problem to find out what board died so she could call back and spend several hours on the phone insisting that it be fixed on-site, and soon.

    It seems to be working now. Still, I think I’ll send her this. She might have something to say to Mr. Dell.

  17. nforcer says:

    Well, I sent Michael a very detailed message about my experience as a college student with the battery life of Inspiron laptops and the brand lockdown and price gouging that comes with replacements. Have you ever looked at the price of their replacements? $300 for a 9 cell? Seriously? I felt really cheated by Dell for that.

  18. lowcajones says:

    honestly, im very happy with the laptop and the price i got on it; between the interest free financing, the employee discount, an instant discount, and an additional coupon, i wound up with an instantaneous savings of about $1100.

    however, this whole twisting my arm into getting fricken vista because that’s all anyone is offering EVEN THOUGH MICROSOFT IS BASICALLY ABANDONING IT doesn’t make me too happy…

    if i put a porcupine in this guy’s sock drawer, would that be ok? wait… he’s an executive… they wear leather shoes all day and the smell probably doesn’t really come out and id feel bad for the porcupine.

    ok, if i put a porcupine in his golf bag, would anyone mind?

  19. phate says:

    After working for dell for 2 and a half years I can tell you with out a doubt that Mr. Michael Dell does not have a publicly accessible email. Any permutation of Michael and/or Dell @ dell.com goes to the same group of resolution specialists.

    I highly doubt he has an address @dell.com. I know this because I used to work on one of the teams that answers the emails.

  20. Canino says:

    I’ve had very good luck with Dells so far. In fact, every desktop or server we’re running right now is either a custom build or a Dell. We did switch to Fuji laptops a few years ago, but not because we were dissatisfied with the Dells…they were just too big and heavy.

    Dell Outlet has been awesome for us over the years.

  21. b3m87 says:

    you should really post it as Michael (AT) dell.com so his email doesn’t get spammed.

  22. BeowulfRex says:

    Considering the company’s performance lately, perhaps he should sell it and give the money back to the shareholders. ;-)

  23. Blackneto says:

    Dell’s for me have been more good than bad.
    the worst problem i’ve had is with Dimension 2xxx line and the CPU cooling fans.
    Dell used a proprietary fan that is almost impossible to find.
    I have quite a few of them that i’ve had to replace and have had problems getting a compatible replacement even from them.

    that said, If i call them, explain what troubleshooting steps i’ve taken and what I believe is wrong with the computer, I usually have a part on the way within 10 minutes of talking to a rep.

  24. IrvCrapper says:

    Last year my wife and I were baited into buying a Dell with a 0% interest enticement posted online. Once we bought the computer, they started charging interest.

    New York State contacted us to ask us to be part of their ongoing suit against Dell to honor their offered interest. Only then did I get a letter telling us that we wouldn’t be charged. Until that time, I dealt with about 20 agents in Sri Lanka, trained to say no no matter how loud the scream or cogent the complaint, who told me it was my fault despite my claims to having screen captures that explained the 0% offer.

    I fucking hate Dell, and I will never buy another product from them again.

  25. Geoff-at-Dell says:

    Hi,
    I work on a team here at Dell that finds and helps people with their Dell product. We’ve actually been mentioned on the Consumerist before:
    [consumerist.com]

    We tend to focus on the customers we find online, both in our forums and sites like the Consumerist. Myself or my team would be glad to lend a hand- our email address, for those that don’t follow the Consumerist link above, is customer_advocate@dell.com.

    With that in mind, if you are looking to contact Michael due to an unresolved issue the fastest way to make sure that you get things taken care of is to use this link which will put you in touch with the escalation team that handles those kinds of issues, as well as the messages sent to Michael Dell. It really is the best way to get a problem resolved if you’re having trouble with the normal support channels.
    [support.dell.com]
    (That’s the link for US customers)

    And if you really just want to voice your opinion, give us an idea or feedback, the best place to have it heard and acted upon would be Ideastorm:
    [www.ideastorm.com]

  26. Anonymous says:

    i started college with a dell inspiron laptop a few years ago. a year later, it was physically falling apart and despite new batteries and adapters, wasn’t charging properly, making it a pain in the ass because i could only use it while it was plugged in. then it died completely. fortunately i now have a macbook pro, which has been nothing short of amazing and i’ve had it over a year.

    dell computers are just a hassle to own, especially if you run windows on it. nothing ever works right.
    spend a little more on a mac, having a reliable computer is worth it

  27. Anonymous says:

    Funny…when I send an email here about my problem, I get a phone call from someone who claims her name is “Cathy” who is located in India, can barely speak english, and doesn’t even TRY to help me.

    Way to go Michael Dell..GREAT customer service.

  28. chrispie says:

    his middle name is Saul, so at one point his personal email was saul_dell@dell.com.

  29. mike says:

    Until Dell employees its call centers with people who can understand english and NOT READ FROM A BLOODY SCRIPT, I’ll shop elsewhere.

  30. Anonymous says:

    The most unfortunate thing happened to me today: a Dell Technician came to my place today to fix a bum AC Adapter. The protocol was straight-foward: replace the AC Adapter and the motherboard for precautionary purposes. When the Tech replaced the motherboard with a new one and assembled the rest of the laptop, the laptop had a permanent white screen.

    With nothing better to do, the Tech decided to put the previous motherboard back into the laptop and hope that the LCD would work this time. Let’s be honest…that didn’t help anything.

    So, now the laptop has no LCD screen and therefore is a non-functional laptop. The Tech acknowledges this and proceeds to do something brilliant: he leaves the site. He leaves me with a non-functional laptop. He simply says, “uh, I will order the parts again (a motherboard, LCD, and something else) and another Tech will come back and fix your problems.”

    Are you kidding me!?!?

    So, the Dispatch Call Center was kind enough to talk to me (once the Tech explained them the situation, he left site, and gave me the phone) and order a System Exchange. So, Mr. Michael Dell, please please please expedite this process. No laptop during finals week in medical school is impossible!

    -Your long long long time customer :)

  31. dix99 says:

    He should sell the company and give the money to the shareholders

  32. Anonymous says:

    I know a few people who bought Point of Sale systems through dell and that comes with next day on site and dell retail gold (equivalent to prosupport i believe) and besides one instance, everything was peachy except Dell won’t really support the POS software at all.

  33. Anonymous says:

    i used to think Dell was awesome, unfortunately I no longer can state such. I received an empty box, called Dell immediately, and was told to call back once my order was complete. After waiting patiently, I called Dell back and was told that it is too late. That I should have called back sooner. No matter who I spoke with I was told the same thing. I kept telling them I did call immediately the first time, but that wasn’t good enough. I now have no recourse, though I did everything I was told to do by Dell…..sucks…..BE CAREFUL when you order anything from Dell. They apparently refuse to admit they are wrong.

  34. Anonymous says:

    I bought a dell with the promise of a $100.00 gift card. Two months later I never received it. They kept sending me to India to talk to folks who can hardly speak English and always hang up on you when you ask for a manager. Nothing ever was done. I even sent emails to both emails listed for Michael Dell and he always has someone from India to contact me back. Ya think he lives in the US or India now? Why can’t i get a person here in the US to address the lies and hangups I received working with India staff?

  35. zubin75 says:

    My email to Michael Dell. Let’s see what happens:

    Mr. Dell,

    I recently Ordered a Dell Mini 9. I noticed several days later that the laptop was significantly cheaper due to a thanksgiving deal. I understand that laptops change in price all the time. I had not received my laptop yet, and tried to call customer service. I was calling out of office hours. So I ordered the new laptop thinking it wouldn’t be an issue just to cancel the first one assuming that the first one was still in production as stated on the website.

    I called the next day to cancel and the representative told me I couldn’t but that it wouldn’t be a problem at all to return, and to just accept the package. I asked if I just reject the package if it would be a problem. He said that it would not work that way, and that I would need to accept. So I called the day I received the package to return it. I was told that I would be charged a 15% restocking fee. Despite my efforts to cancel. Then I thought that I’d keep it if the customer service department would honor the new price. They would not do that either. The customer service and returns department kept pushing me off back and forth to each other avoiding the issue. It finally ended with your customer service department hanging up on me when I respectfully asked to speak to a manager. I have never been hung up on before, and am completely shocked and angered.

    I’ve ordered so many dell systems for myself, and recommended them to so many friends over the years, and have enjoyed them immensely. I am confused as to why I just cannot return something that I had not even received, and was “tricked” into accepting the package. Had I not accepted the package, I could refuse payment for something that I hadn’t received. This is not the way to treat any customer, let alone a loyal one.

    In a tough economy like the one we’re in, I would think every single customer would be paramount. I don’t feel like that today.

    I hope that you or one of your staff can help me resolve this issue.

  36. Anonymous says:

    Lou Dobbs reported tonight that Dell has instituted a new customer service program for American customers. This is no doubt in response to numerous complaints that your American customers, including me, can not begin to understand the agents now in place. It was reported that for a mere $99 at purchase plus $12.99 a month, I can have the pleasure of speaking with someone who is actually understandable.

    I am in the process of buying two new high-end desktop systems. I was planning on buying from Dell again.

    You can forget that! Whoever came up with this harebrained scheme should be fired. Customer service from agents who are in many instances completely unitelligible is no service at all and frustrating to no end.

  37. Anonymous says:

    Dell has killed their online support forums by releasing an untested and nonworking downgrade to their once great online support forum. It has been well over a month now, and the site still does not work correctly. The only fixes produced to date are a few fluff and image repairs. Who from Dell is responsible for killing their once great online support? Names please, so the other shareholders can know why Dells customer support ratings have dropped, bringing loss sales and profits.
    Darrell

  38. ggenchur says:

    This in regards to the problems I have been having with my Dell XPS 410. Since I bought rhis machine I have had nothig but problems.
    1 The memory chips and mothebord has been replaced.

    2 the hard drive had to be replaced

    3 Both the DVD Burner and DVD rom Drive went down and had to be replaced.

    Now the antivirus program that came with it has not done its job. Since all of these problems have acurred I would like the entire unit replaced asap.

    Your tech staff has in the Philippians and Thiland or where I was routed have given me greif about this since I bought it.

    I need to speak to an American not a far off land.

    Again I request a new machine or get my money back.

    This problem has gone on long enough and needs to be addressed.

    GG

  39. Anonymous says:

    In mid-August, I called Dell to purchase a Studio 17 laptop as a gift for my boyfriend. What unfolded over the next several weeks, starting with the sales pitch, was filled with contradictions and outright deception.

    The sales rep initially encouraged me to buy virus protection for $100. I declined it, saying it was too expensive and my boyfriend would be better able to select his own service. Then he discovered that he could offer me the “special” price of $79. Again, I said no. Then I was told, oh wait! This particular model comes with 15 months of FREE virus protection!! I said fine, that’s real generous.

    A couple of days later, I got an email from Dell saying that I had “selected” an “automatic billing option” and asked me to accept terms and conditions which would permit Dell to extract $79 annually from my account, without further notice, to maintain the virus protection.

    I had never been offerred an “automatic billing option” and I certainly would not have “selected” it, particularly since I was purchasing a GIFT, not an ongoing financial obligation.

    I REJECTED the “terms and conditions” immediately and received an acknowledgement from Dell to that effect. I then reiterated my rejection via a phone conversation with two Dell customer-service guys in INDIA and told them it was ridiculous that I had been sent the email in the first place. I also emailed the sales rep who sold me the computer, asking him whether this matter was an isolated incident of deceptive sales practices on his part or whether it was a pattern and practice of Dell. He hurriedly referred the issue to the customer sales manager, who assured me that if I had opted out of the automatic billing program, that would be the end of the matter.

    A few days after the computer arrived, I got an invoice from Dell which indicated that, unlike all the other “package options” (which were billed at zero) the virus protection was not free; I was billed $79 for it. The invoice also indicated that I would be ‘automatically billed’ every year for the next four years for the virus program.

    When I emailed the customer service manager, demanding a refund for the virus protection and demanding a revised invoice that reflected my REJECTION of automatic billing, he ignored me. He continued to ignore me until I said I was returning the computer. He finally resumed email contact with me, saying I would be contacted by a “team” of resolution specialists.

    I got the runaround for weeks from them. I was told that I would have to take the matter up with my credit-card company if I wanted to avert the automatic billing, or I could deal with McAffee Security Systems. Dell had nothing to do with the billing, they said. (This was contradicted by Dell’s own emails, which had characterized it as a “Dell Subscription Program.”) My assertion that I shouldn’t have to deal with this at all — that I had rejected it from the start — was ignored.

    There were other boring, numbing deceptions and evasions on their part as well. When I finally exploded, demanding “where the fuck is my refund?” they threatened to break off all contact with me for behaving in an “unprofessional” manner. (I’m not obliged to behave in a professional manner!)

    After I threatened to go to the media and the attorney general, I finally got a refund yesterday. But Dell has never rescinded its invoice with the automatic billing authorization, nor has it responded to my demand that it stop doing this to its customers — most of whom are probably decades younger than I and much more accustomed to clicking “I agree” buttons on the computer without reading what they’re agreeing to.

    Anyway, that’s the story. I am appalled by Dell.

  40. Anonymous says:

    My firm has purchased Dell products for years. Since the 2001, they have become progressively more problematic. My last purchase was a Dell 1501 Inspriron. It has performed so poorly, I have banned staff from buying any Dell products. This was the final straw in a series of disappointing Dell computers.

  41. Anonymous says:

    I bought a Dell computer for the first time and it has been the biggest mistake of my life. It doesn’t work right. But that isn’t the worst part. Dell’s technical service is the worst. They can’t fix the problem and it has been over 2 weeks and I have been on the phone with them at least 10 times. Most of the time, I have to wait days for the tech to call me back. They have replaced the hard drive, the motherboard twice and re-installed software. Out of the month I have the computer, I have only used it for 8 or 9 days. I cannot recommend Dell computers to my family or friends and wish I had stay with HP.

    Alan

  42. Anonymous says:

    Dell is ridiculous. I can not believe that they are so cheap and care so llittle about the US economy that they are taking hundreds of jobs away from Americans to outsource their sh*tty customer service to India. I purchased a Mini 9 from another individual (Craigslist) and they flat out refuse to provide me with any customer service because I can not get the ownership transferred to my name. I am so sick of calling their CS number to get someone that barely speaks English calling me “ma’am” 10,000 times and telling me that there is nothing they can do for me. They held funds on my credit card for over a week for a canceled order (canceled just hours after it was placed) and then still charged me for and shipped me part of the order!! I hate Dell. Their rating on the BBB.org website is a D, which is probably an optomistic rating. Maybe all of their customers that have been shafted over the years have not dedicated the time to complain. They were all probably too exahausted after arguing with their CS for hours on end just to get no where.

  43. Anonymous says:

    I have read on line the Dell Hell stories and unfortunately I am yet another victim of Dell hell. After almostvtwo weeks of working with technical support , re-installing the operating system (Vista) twice, a new wireless card and giving remote control over to them for over 2 hours they still would not concede that the computer was defective. So I boxed it up and sent it to Michael Dell in Texas. I keep hoping that someone from the corporate office will call me and apologize for all the inconvenience and do the right thing by me. That hasn’t happened and it may not happen after all I’m just a consumer not a huge corporate account. I just want to make other consumers aware that Dell will hide behind a lame software warranty of 21 days from the day you order it…so by the time you receive it you may be out of warranty. Buyer beware.

  44. Anonymous says:

    DELL bought Alienware. and now Alienware is repeating
    the same abusive fraudulent tactics of deliberating sending out defective equipment as NEW, but offering a warranty.
    Equipment that should have been fixed before ever being sent to the customer, hence transferring the burden and expense of repair to the customer.

    We all know Nothing in life is Perfect!!! But After living thru Dell Hell and now Alienware’s Angonizing Anguish the #1 PC specification I look for is how the company treats me IF anything goes wrong.

    Note: Anyone posting good Dell storiesl is either EXTREMELY lucky they aren’t aware how blessed they are
    or its a Dell employee hired specifically for damage control.

  45. Anonymous says:

    Dell Computers are good, Customer Sevice is HORRIBLE. It took forever to get the Dell after I ordered it. I bought insurance and it had a problem. They said they would replace it. That was May 26th, 2009 and it is now July 7th, 2009 and still nothing has been done except many emails, calls, online chats between me and customer service.

  46. mecoty says:

    At the beginning of July I ordered two XPS desktop computers and was told I would have them in 3-5 business days. Almost a month later I received one of the ordered computers. I made several calls during the waiting weeks to the young man who sold me the computers and other members of Team Jaguar. They finally figured out that there was a glitch in the Dell system and the computers never got ordered. I received the computer in the next ten days. Since I use the computer for work I claimed the first computer to arrive, set it up, and went to work. The second computer arrived a few days later. Twenty-one days later I returned the second computer because it had vertical lines every 1/2 inch throughout the screen distorting words and images. Teck support didn’t know what the problem was maybe a video card, maybe a video driver. I talked to the first technician Ms Hernandez told me I could return the computer and reorder another one. I lost contact with her and Jeremy the second technician agreed with technician #1 completed the paper work ordered my another computer and transfered me to customer care. Now this may be seamless within the Dell family but to those of us who stand on the outside it is a nightmare. Customer care did pick up the phone only to tell me that I could not return the computer because the 21 days had passed. At this point I was in tears and screaming into the phone. He transfered me to another person who quickly sent me return lables and I packed up the computer and it was on its way back to Dell. At this point I have a third computer on my credit card. The third computer arrived August 14 and I immediately set it up and had to call Teck support. Guess what Dell sent me a computer with no hard drive, boot drives etc, etc, etc. According to teck support Dell sent me a computer that they forgot to build. I had an empty shell. TECK support told me to call the dreaded customer care who after four transfers sent me the shipping label. August 15 the third computer went back to DELL, I DON”T WANT a FOURTH ONE. Now I wait for Dell to credit my account for two XPS computers. I am just a little nervous about that. For a company that appears to have no quality control I wonder if anyone is home in the accounting department.

  47. david says:

    After 4 misshipments on the same product-I was sent a refurbished product -computer-It works well with all my games and I appreciate the gift-special thanks to Joseph Leonard -david lenzner

  48. BakedCentipede says:

    I had ordered a laptop through Mark. After opening the computer and letting it go through its initial setup, when I tried to play a brand new Disney blu-ray disc, the movie ran for about 2 minutes and then the computer/blu-ray drive made awful noises for about 3 minutes, during which time the screen froze. After that the movie started again for about 4-5 minutes and then made the same awful noise for another about 3 minutes. The screen froze during this time and then the computer rebooted. I tried playing the movie again and I immediately experienced the same noise problem. I tried another brand new Disney blu-ray disc, but had the same problem.

    I called Mark to discuss this with him, but as he was away, I got to speak with Bobby. He said that he would connect me to a return specialist who would set up a return process. However, the return specialist (Ernesto I believe) tired to offer me a discount of $50 and then $60. The computer will not start working with the discount! He however refused to set up a return without charging me a restocking fee. When I objected, he disconnected (contrary to what he might say). I had to go through the whole process all over again and this time I got connected with Erika. She said that she did could do a return but as she did not see any technical incident she will have to charge me a restocking fee. When I objected, she too deliberately disconnected. I tried connecting again and got Erika again on this third attempt. She kept insisting on charging a restocking fee as she did not see any technical incident. If I had to absolutely go through that, then Bobby should have so advised to start with. However, I don’t believe that I have to go through that process in order to return something that is not working out of the box.

    So I tried the sales team again and this time I met Robert. He was very understanding and said that I should not have to pay any restocking fee and that he will put a note in the system for the returns specialist to waive any restocking fee. But the person I got this time again insisted on charging me a restocking fee and said that only the returns department has the authority to waive that fee. So I tried Mark’s team again and ended up with Bobby. He advised me that he is going to escalate this through his channel and that somebody will get in touch with me soon and that I should not call the returns team as I was only getting frustration through them.

    While I would have liked to get an exchange, I am highly offended by the adamancy of the returns department and I want to return this computer first before I will think of doing anything else. While several companies, including Dell, are offering several laptops in the $600-$900 range, I definitely don’t want a faulty product for the $1550 price tag.

    After several hours and a couple of days of sheer frustration, my issue has been escalated to a Senior Sales Resolution Specialit, Ms. Germeten. I have been asked by Ms. Germeten to contact Technical Support first. I have been on hold for the last 4 hours, but want to continue holding to see how long it takes a Dell Technical Support Representative to even come online.