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Does anyone happen to have a contact telephone number for Dell Computer's legal department?

By Nancy Rapoport

Dell managed to ship my new laptop somewhere into the ether, and I've been trying to get a replacement computer shipped to me in an expedited manner. I have now spent over 90 minutes today trying to get someone with authority to ship my computer to the address that I had specified (our home address), rather than the mythical one to which Dell apparently shipped the first order. I've also tried to speak with three managers (two disconnects, one "I can't do anything," and one "I'll let you know something tomorrow" responses).

So, being well-trained, I tried to pull up Dell's 10-K to find out how to reach the company in Texas. Guess what? The only number listed on Dell's SEC filings is the main number, which doesn't link to corporate Dell at all. Is it then surprising that Dell's customer service lags behind, well, any company that tries to serve customers? Take a look at this article from CNET (here), which spoke about bad customer service in the year 2004. Or this one, from Business Week (here), which spoke of Dell's desire to improve customer service in 2005. Dell has other problems, of course, including its well-known backdating issue: see here. So maybe it's too busy to get back to actual customers.

Therefore, I ask: does anyone out there know how to reach the "real" Dell, the one that has executives (and a legal department)? Thanks!

Oh, and by the way, shouldn't Dell be filing useful telephone numbers with the SEC when it files its reports?

Full post as published by Nancy Rapoport's Blogspot on October 15, 2007 (boomark / email).