EECB Ends Yearlong Dell Notebook Debacle
Greg struggled for more than a year to get Dell to solve myriad issues with his notebook, but moved things along real quick-like once he ignited an Executive Email Carpet Bomb. He wrote us the following, summarized from two separate messages:
My name is Greg [redacted], and I have been a long time reader of the Consumerist. I am contacting you today because I have had continuing issues with my Dell Latitude E6400, a notebook that ultimately did not live up to its name as a Dell business laptop. Anyway, I've been working to try and solve various issues related to the notebook for almost a year and thought that you might be interested in knowing that it took at EECB to finally fix it. A new system is on the way, and it will probably arrive within the next week. ...
Just make sure your readers know to use michael@dell.com to contact Dell. The email address reaches an executive relations team.
It's just a tad disappointing to know the address isn't the key to Michael Dell's personal inbox — I always pictured him chuckling over all those forwards I sent him — but at least Dell has provided customers an all-in-one EECB smartbomb target.
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Comments:
These always make me wonder what his actual email address is. If it's just some other permutation of his name or a numerical string tied to the active directory address book.
I have to imagine internal employees can't see it though, else it would be leaked out regularly.
I have a Dell Latitude E6400 as well never seem to have an issue with it. It was a refurb unit as well. Did you buy the extended warranty? I got the onsite service as well.
@Zclyh3: "It was a refurb unit" means that the person before you had the issue with it, no? (Only half kidding... We buy most of our laptops from the Dell outlet as well, and have had very few problems with them.)
I used to attend an institution who had an issue with obvious email addresses, so they just started adding random four digit numbers to the end of the address for just about everyone. If it got that bad with an educational institution imagine how bad it gets for Dell. I'm sure its something similar. He probably has an external and internal email address that end up at a centralized inbox. Though that would be a roundabout way to go.
@Zclyh3:
Following forums with people and myself with this system, I must say that Zclyh3 is correct. The Latitude E6400 is a solid system. Everyone who had any problems was quickly fixed by Dell, even offered a system rebuild with the ability to swamp the HDD between systems to avoid re-install (assuming the HDD is not part of the issue).
Michael@dell.com didn't work for me... Glad to hear it did for someone.