Menu
Dell Customer Service Phone, Email, Contacts

Dell
reviews & complaints

www.dell.com
www.dell.com

Learn how the rating is calculated

2.1 564 Reviews

Dell Complaints Summary

156 Resolved
408 Unresolved
Our verdict: When using services from Dell with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
Verified
The authenticity of the customer service contact information for Dell has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Click here to get notifications about new complaints of Dell. We promise not to send you any unrelated messages
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review
File a complaint

Dell reviews & complaints 564

Sort by:

Newest Dell reviews & complaints

ComplaintsBoard
V
9:34 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Dell awful computers and even worse customer service

My husband and I have bought a total of 3 computers from Dell, the first of which was completely defective. After several attempts of Dell trying to fix it with no success we then requested that dell replace the computer and they refused. I had to fight for months spending hours upon hours on hold or arguing with supervisors before they finally did exchange it.

When we received the supposedly "new" computer it said refurbished and again this computer to this day does not work right. Dell now refuses to give me any tech support on this because the warranty on the original defective unit has expired even thought this one is supposed to be new.

The other 2 that we have, one other desk top and a laptop, neither work right because of windows vista issues and after several attempts to contact dell for tech support(waiting on hold for more then 40+min each call) and waiting for over 1 month for them to call us back I have yet to have any call backs or any of the issues resolved on my computers.

I highly recommend people not to buy Dell and to go one step further I would not ever buy computer with any windows program again after the havoc Vista has caused on all of my computers (I will be making a separate complaint for this).

Looks like Macs for me from now on, I wish I would have gone with them to begin with.

Read full review of Dell and 3 comments
Update by Valerie
Oct 17, 2008 9:31 am EDT

Computer shoppers interested in customer service and support and expecting it to be good should be wary of Dell systems. This is an example of a company whose outsourcing for services in the global marketplace has in my opinion ruined its serviceability to it's customer in North America. Their response to my technical issues and a problem with sales were not completed in what I would expect to be a timely manner. Expect greater than one hour waiting times on the phone, shuffling of your call through numerous people and sheer frustration on your end! Case in point, Dell laptop crashes, needs several technical advisers to assist in reinstalling all software from start; advisor recommends expensive $249 anti virus software which is sold over the phone and sent via mail for installation. After realizing during install that it was sent for the incorrect windows operating system, Dell customer support refuses to take software back and send correct version (never mind the advisor had to know what system was being used during the reinstall during technical support). Despite calls back and forth at this point because we've been working this issue for almost a month now I'm starting to get quoted a 21 day rule for returns (ironic how we tried to resolve it way before then). This was the 5th computer from Dell and it will be the last. Such a shame to see what was once a once good company for me to deal with appear to be run into the ground. My faith is completely lost in the ability of this company to resolve my issue. I don't expect any response from one of their customer service reps other than something to the effect of "We're sorry and understand your problem, unfortunately there seems to be nothing we can do to help resolve your issue at this time". Save the lip service, I'll do my talking on my next purchase which won't be a Dell Dude! RE order number [protected].

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
G
G
Gail Fleener
Asbury, US
Sep 03, 2009 11:50 am EDT

Dell lost lab top computer. It was Mailed July 29, 2017. It was sent to One Dell Way Round Rock Texas. Seven hours on phone with Six different people. Poor product and awful service.
It will cost more to hire an attorney than the computer is worth. Computer six weeks old, sent for repairs. Sean from Dell picked up package at One Dell Way Round Rock Texas 78682. When I get the phone bill. I wil still go to the attorney.
Gail F.

A
A
awyattman
, US
Jun 06, 2009 10:33 pm EDT

Dell will be gone within the next 2 years. The victim of bad advice from overseas companies who promised huge savings in employee costs. However they forgot to mention that there was also a hidden cost, in that your customers will start shopping elsewhere, bit by bit.

B
B
Bill Dixon
, US
Jun 06, 2009 10:15 pm EDT

I have experienced the same technical service from hell the last week. It is diffcult enough to try and explain something over the to a normal American person who speaks English, but to have no other alternative than someone who speask broken english from India who has no clue what you are talking about. But the frustrating thing is there is no recourse. Promises of call backs that never occur. Shipment of a hard drive to an address in California when i live in Texas and shipment of the wrong CD's to my home address to fix my problem. I guess I will have to drive to Round Rock, Texas and see someone directly to get this taken care of because all 800 numbers lead to some third world outsourcing contractor who can only read a script and does not understand what you are saying. Horrible horrible company to deal with...what a shame it has gone down the tubes.

ComplaintsBoard
V
9:28 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Dell scam and cheating!

I purchased a laptop through Dell Financial 2years ago. When purchasing it I was told by customer service that I was approved for the Preferred Dell financial account at a 13 percent interest rate. I was somewhat hesitant because the rate was so high but was then ensured that as long as I make my payments on time that the rate would go down. I didn't receive a first bill and then two months later received it. There was 2 months of interest took on this bill and not it was not the rate I was promised, it was actually 29.99%! I called Dell and confronted them with the lie that was told to me. I got an apology and that was all! They did not give me the interest rate I was promised in the beginning and would not take the computer back because it was past the first month guarantee.

It has been two years that I have been paying on this computer and I have hardly put a dent in the principal! Every time I call them I remind them of the rate I was promised and the rate I am paying now. There has got to be a law out there that does not allow these type of companies to get away with lying to consumers. I also recently (within the last 7months) found out that you have to call and request them to lower your interest rate. They will review your account every 6 months. I had it reduced one time (7months ago) and have called again to request another one and the will not reduce it again. I have never been late on my payments. WORD OF ADVISE: NEVER GO THROUGH DELL FINANCIAL!

Read full review of Dell and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
M
M
momamberG79
Zanesville, US
Jun 03, 2016 8:18 am EDT

I bought a Dell Laptop almost 5 years ago and financed it for $1, 000. Min Payments were to be $30. After the first month I noticed that the interest mixed with other unexplained charges were above even the $30. Now almost 5 years later I owe over $2, 000 on the account. I would never recommend buying from Dell. They rip off their costumers with the interest and hidden fees. Now I can't even afford to pay the bill because of the fact it never gets any lower and even by paying $100/month I still end up not even making a dent in the bill. I will never go through Dell again, it is going to take me forever to even pay for a laptop that I have had for 5 years that doesn't even work anymore thanks to a bad hardrive that didn't even last more than a year without having major problems.

ComplaintsBoard
H
5:17 pm EDT

Dell paying for incomplete order!

I ordered a promotional deal from Dell. It was a combo of a 46 inch sharp TV & blue ray together. They were shipped from 2 different shippers. I received the TV but not the blue ray. DHL shipped the blue ray. According to the tracking information the blue ray got to their warehouse & never left. DHL looked for it for a few days then said that I had to contact Dell & get another one shipped & Dell can file a claim & DHL will pay since they lost it. I have been fighting with Dell since February on this. The customer service people said they would order a new package & we would return the TV we have. They did this twice. When I called for status I was told that it was canceled because the promotion was over & they don’t have blue rays in stock for Sharp. I asked for them to contact sharp & have sharp send me one & file the claim with DHL. They refuse to do this. I even said if they would just give me a credit for the blue ray & let me order another one, they refused this also. Sales told me that a Sony would be compatible with Sharp TV. Customer service would not send me a Sony either. I was told no credit, no blue ray & tough I have to pay the same amount just for the TV as I paid for the promotional deal. I sent a certified letter to Dell Inc. as an escalated issue. I received a call from a Tina & an email, after playing phone tag with her she offered me a $100.00 voucher toward another blue ray. Blue rays cost between $400.00-$500.00 dollars. I told her this was unacceptable & that they are ripping me off making me pay the same amount for the TV as I would pay for the TV & blue ray. I asked for someone above her & she said there is no one. I asked her if she was general manger, CEO or president of Dell & she didn’t answer. I told her that I was not going to let this go. She finally said she would talk to colleagues & see what they could do and would call me back the next day. I have heard this before so I asked is she promised she would call back & she said she would. This was Wednesday April 2nd. I have not heard from her. I have left her messages & sent emails & I cannot get a response. All I want is my order completed & a blue ray sent to me. I have to pay on the bill or I will be sent to collections. I am paying for an incomplete order.

I contacted DHL & they told me that a claim had been filed but would not tell me any more information since I am not the one who filed the claim; they said Dell would have to contact them. I told Tina that they had filed a claim with DHL, and DHL said for her to contact them. She would not do this, I told her that they are going to get paid from me & DHL and I have no product.

Read full review of Dell
Hide full review
ComplaintsBoard
V
6:56 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Dell to dell the truth...

I simply cannot believe that a company would not even attempt to change its ways after having read countless complaints about the way Dell handles its customers! Ihave been through one of thee most frustrating experiences - my computer is now dead and i have lost everything after following for FIVE hours what some tech person told me to do! I am still trying to contact headquarters and will not stop until I have had a chance to tell Dell the truth about their company!

Read full review of Dell and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
G
G
Gliattitd
,
Oct 09, 2008 2:46 pm EDT

I have spent a minimum 7 hours trying to get a Dell support tech to understand my dvd drive needs to be replaced. They have uninstalled many of my software packages - including my old Canon camera software that I no longer have the cd for and Canon doesn't support either... thanks Dell... Anyway, what do they pay those guys? Do they even make a $1 an hour? You would think if you spent 7 hours on the internet and phone with a customer it would be cheaper to just replace the dvd drive... (they're on newegg.com for $29.99). What are they paying these guys that makes this such a big deal? Dell Support is the most inefficient organization I've ever dealt with. They even tried to sell me a deal where I could talk to an American - I told them I already paid for their extended support, why would I pay more? This isn't a racial issue or anything, I don't care what nationality they guy is, I just need a new dvd drive!

J
J
jeannette felster
,
Apr 23, 2008 3:23 pm EDT

I had basically the same problem and dell totally ignored me.I called in as i have many times to customer care and tech support only to get ppl who r'nt any better than me when it comes to computers. They told me i was entitled to a system exchange and all the info was taken down and i was told it took 7 days to receive the new 1 but then next day i get a call not going to get it it was turned down. My comp is under warranty until 2009 and i was told by tech support it is my memory and they cant do nothing about it piss poor business if u ask me.I have satelitte and have had my receiver act up i called and within 2 days have a brand new updated one at my door not dell. My comp is totally useless to me have to use neighbors as i was told to delete all my stuff and i even had it trashed so another person couldnt get info and now im doomed with no comp. My advice is DO NOT BUY A DELL.

ComplaintsBoard
T
10:04 am EDT

Dell lack of customer service

I recently applied for a dell business account. I was told it would take 6 hrs to process but since it was 5 pm on march 11th i would be contacted the next day. I waited and waited and then called on the 17th only to find out that since my company owes no money to anyone that i had no credit history with equifax which i dont understand since i deal with major bank and payed off 6 figure some in 5 yrs nonetheless when i asked them to contact my bank they said we dont do that sir(this was for a $499 computer by the way) and that i would have to buy it personally. This was not possible since i could not deduct the expense on my business. He said i would have to do it that way but when i asked him why did it take so long to find out and why did i have to call the phone went dead.I sent emails to both customer service and the sales person who sent me email saying so u wanna buy dell? all to no avail. My suggestion buy a computer from someone named ex: harrys computer emporium you might end up with some real customer service something DELL IS SERIOUSLY LACKING.

Read full review of Dell
Hide full review
ComplaintsBoard
V
2:09 am EST

Dell theft. on tc

Respected Sir

This is Varaprasad Giddi from Pune, Maharastra.

Sir I am the citizen of Andhra Pradesh, and I come from the district called East Godaveri. P.Gannavaram. Sir I have been studying in Pune, Maharastra.

Sir recently when I came home for the Christmas vacation, and while I was coming back to Pune in the running train somebody robbed my belongings and in the baggage I have my laptop also which is Rs 50,000 of worth. I complained but nobody responded to my complaint. I was traveling from Rajahmandry to Pune in Konark Express 1020, S7 on 7th of January, it was Monday morning between 4 to 5:30 am some robbers cut the chain and robbed all my belongings in that baggage I have important documents also. I strongly believe that the TC of that train also involved in it. Kindly help me I have none to contact. Please take my request into consideration. I will be thankful to the government of Andhra Pradesh and to you all. I will be glad to give you required information.

Sincerely

Varaprasad Giddi

Read full review of Dell
Hide full review
ComplaintsBoard
V
7:37 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Dell defective computer

I have a defective computer with a 3 year warranty that is good until August 2008. I have been on the telephone with their consumer resolutions for 2 months. After numerous test on the computer with their technicians in Phillipeans and India nothing has bee done. Around 2 weeks ago I was speaking with Hamamma in India and she was sending a local technician to my home to replace the viedo card and hard drive, after she decided that we were not getting my computer fixed long distance. I was leaving on vacation so she said call when I returned because I had to be there for them to come withing 3 days or the order would be cancelled. I called her twice and e-mailed also with no return call or E-mail and was finally contacted by some one named Siddharth Rep ID [protected] who e-mailed and did call Feb. 8 at 2:25pm. I did not know he was to call then so I was not at home. He said he would call again today and I have waited all day for his call. I probably live within 20 miles of a new Dell plant and this is the service I get. What good is a 3 year warranty if you can't find some one to honor it. I do not know what else to do. Do you have any suggestion? Any help will be appreciated. Also everything has to be done on their schedule and I have other things to do besides waiting by the telephone for a call that never comes.

Marilyn Martin
2733 Martin St
P.O. Box 117
Walkertown, NC 27051
[protected]

Read full review of Dell
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
V
12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Dell lost my free financing

Recently, my tell financial bill informed me that I had lost my free financing which was supposed to be on until 6/08 but had been terminated as of 12/07. They say it's due to late bills (one in November I HAD paid but due to all they're outsourcing they were unable to communicate with collections-I answered call to collect for 4 weeks). Now, my interest rate is 28.45% and they started it at the beginning of the loan. Currently, I owe more than I originally paid for the lap top. I contacted them by phone, unable to get anyone in Austin-only outsourced Indian employees-who informed me I had to write in order to contact anyone higher up then she. I have sent a letter, including signed receipt required and tracking ability. Is there anything I can do-I'm a single mother trying to get a college degree?

Read full review of Dell and 10 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
10 comments
Add a comment
E
E
Ernst
, US
Nov 07, 2011 5:58 pm EST

I recently purchased two items from Dell online, a DLP projector and a XPS laptop. The purchases were made separately, but both appeared at the same time on my Dell bill that was mailed to me. The laptop had a no interest for 12 months promotion, whereas I'd would not have to pay interest at all if I paid it off completely before the promotional expiration date. A minimum monthly payment still would apply for the laptop. The projector had no such promotion and would require immediate payment in full to avoid a finance charge.

My plan was to pay the full balance that was due on the projector and to pay the minimum required payment towards the laptop. My worry was that they'd credit the payment towards the laptop first, then what was leftover towards the projector. After reading a note under the Finance Charge Summary section of the bill, I was sure all would go fine. It stated' PAYMENTS ARE APPLIED FIRST TO MINIMUM REQUIRED PAYMENTS WITH EXCESS TO CREDIT PLANS IN ORDER OF PROMOTION EXPIRATION DATE.

There actually is a column that lists the Promotional Expiration Dates of the different plan types. The projector (REGULAR LOAN) was not a promotion and it did not have an entry in the PED column. The laptop had a date approximately 12 months out. In my logical-thinking mind, I assumed that after both minimum payments were credited, the rest of my payment would go towards the projector and it would be fully paid for.

I scheduled an electronic payment and it was credited to my account. Unfortunately, my worst fears were realized, the excess payment was credited to the laptop, THE ACCOUNT WITH 12 MOS NO INT. Needless to say, I was fuming. I immediately got on the phone to India to straighten it out. I was assured that it would be resolved and my payment re-credited to the correct plans.

What really upsets me is how incompetent companies can be. Do they pull these kind of stunts on purpose? I'm starting to think so. With the order in which they credited the plans on this last bill, I would've had to COMPLETELY PAY OFF BOTH PLANS to avoid a finance charge. So much for 12 MONTHS NO INTEREST.

C
C
conservative
, US
Sep 07, 2009 6:18 pm EDT

We purchased two Dell desktops in Dec '08 on the 9-month no interest program. We made payments faithfully each month repaying the entire balance by the end of June '09. However, they screwed up the account and kept charging intereset. We called the customer service line multiple times. Each time they assured us that the account had been corrected. Eventually, they did get it set to 9 month no interest - on the same statement that noted the final payment received. Yet there was still an outstanding balance of $25. Then they started with the automated calls to remind us. When we talked to them again, they forwarded it to the disputes department. They now say that the amount is still due. When I called the final time, I talked to a "Rick Smith" (with an Indian accent). He then transfered me to "Jeff Smith" (also with an Indian accent). Neither of these people could look up the notes made on my account on previous calls (the "dispute" department cannot look at the details like "customer service" can). I asked if I could call back to the customer service number. He said I could try. Now I know what he meant. If I try to call from my home phone, the automated system pretends to connect me to a customer service person but then hangs up. If I call from a different phone, I can get to a live person but as soon as I identify myself by account number they hang up. What a crock!

B
B
bigginksu
Haskell, US
Mar 07, 2009 10:19 am EST

Wow, I noticed there was a lot of complaints about DFS, and I should of read them before opening an account.

Well, I opened a DFS Preferred account in November 2017. With this account I purchased a laptop for my wife's Christmas gift and a Sony DSLR for my personal gift. I never received a bill until January. My total on the account was almost $1300. I paid the account off in full in the first week of Feb. 2017.

We were out of town on the second week of Feb. and we have received at least 20 calls per day on our answering machine from DFS - all automated calls seeking to collect on a debt. Talk about harassment! On top of it, the account was paid off! So, that day we came back home, the phone rang. I answered it and it was some idiot from Inda calling on behalf of DFS. I advised him that the account has been paid in full over a week ago, and I did not appreciate the harrassment, and the SOB hung up on me!

At this point, I emailed Dell's customer service to file a complaint. 48 hours later, I get an email from a character named Romeo pretty much saying that I was late on my payment (I was not!), thus the calls. No apology was offered, and that SOB pretty much justified the jerk's behavior on the phone. I was FUMING at this point, and I started an executive complaint -- this was a mistake.

I sent an email to both michael_dell@dell.com and michael@dell.com, and instead of receiving a response from the Almighty himself, I get an email from an outsourced team that handles executive complaints (damn Dell, do you do anything for yourselves?). Some screwed up name that I can't pronounce, but she called herself Cathy. Next day, she calls me on the phone and we talk. The conversation felt genuine, and during the conversation I asked her "So, what is Dell going to do to mend relationships with me? Getting extremely poor customer service twice, I took that as a personal insult!" Then the conversation went sour. "Sir, your account was flagged as a late payment." At this time I blew up.

"No, it was not late! In fact, I paid it off in FULL!" Then she started to go off about DFS policies, etc. I had to remind her 3 times that this does not give DFS the right to treat their customers the way they treated me. She then finally said "Well, this whole incident was your fault, and Dell will not compensate you for your frustrations." Then she had the balls to email me a followup.

Well, I responded to that email and courtesy copied several other executives, including the president over North America and the company's CMO, and attached read receipts to the email as well. Never got one from her, but I did get some attention from the executives. 72 hours later, I get an email from Cathy saying that she can issue me a $75 coupon for my next purchase. I'm tired of arguing because my frustrations were worth WAY more than $75 (I demanded a 40%-50% off of my next purchase, or a substantial amount of credit). I felt that my frustrations were worth $75 TIMES the amount of times I was slapped in the face, but I was tired of aruging and accepted it.

I am going to close my DFS account and start making purchases on my trusty bank VISA. At least I know that the person I will deal with is local, and not in India. The only way that Dell is going to learn from this is either by bankrupting Dell, or forcing business to come back to the states by letting Pakistan and India go to war and obliterate each other.

Michael Dell is truly a coward, but a typical American businessman. No wonder why this country is in trouble financially.

N
N
Nik
Santa Clara, US
Jan 05, 2009 11:54 am EST

I have used Dell in the past for personal use and my company set up a Dell Preffered account to buy new techonology. With that said I will NEVER use them again. I would rather pull out my teeth than deal with any of their customer service agents. As the technology buyer of my company I will be taking my technology needs elsewhere. Regardless if I made the mistake or they did they are impossible to work with. I do not recommend them to anyone unless you want a headache.

A
A
antidell
, US
Sep 22, 2009 9:09 am EDT

They'll do absolutely anything to make a buck or save a buck. They hired, for security at their plants, the same company that was in charge of airline screening where the 9/11 hijackers got on their flights.

C
C
Cathy Smith
Sandpoint, US
May 21, 2009 9:06 pm EDT

1 - Please take your time to read more about ID theft in USA. 2- United States citizen should read ALL TERMS AND CONDITIONS BEFORE applying for an acct.
3- Your are talking about "trouble financially" . Companies are looking for a way to pay less to their employees without outsoucing their businesses this cant happen.
4-Most of the people that have thick accent is because they do speak more languages...HOW MANY LANGUAGES DO YOU SPEAK?
5- Take your time to review a World MAP not all countries are call INDIA only one does.
6- Open your mind there are so many beautiful things outside USA...CENTRAL AMERICA AND SOUTH AMERICA exist...and bad news for you THEY ARE ALSO AMERICANS...

R
R
Renate Penny
,
Jun 18, 2008 8:01 am EDT

I will encourage our company not to do business with Dell any longer. I am a fiscal adminstrator and find that Dell's practices are very unethical in as far as getting help in the USA. All of their customer service reps are in India. A check that was mailed in April was lost in the mail it never ran through our bank account. I did not know that until after I made 4 calls and spoke to different people in India, which took one hour of my time and more. In the meantime we have been charged financial charge after finance charge. A rep from India calls every two days, which I feel is harassment. The reps from India are limited in the English language and it is like talking to a recording almost as they repeat the same thing over and over again "this conversation is recorded, etc, etc." but no one can help as far as having access to Invoice Numbers in order to get descrepancies corrected.

To find out that one of the checks did get lost int he mail should not take one hour plus. I was able to get someone in the states on the phone and I was able to make a phone payment. However getting the right personal to helpme took 45 minutes.

J
J
Jason
,
Jun 11, 2008 11:51 am EDT

I have owned a dell computer, of which i have been financing through dell financial services, since 2017. The original cost of the computer was about $699. My interest rate is around 29% and i pay a minimum of $65 a month. After 5 years of paying this same minimum payment, my account balance is over $1600 and i probably paid over 5 times the amount i paid for the computer already. I usually pay on time, but boy if you try to pay online one day before the bill is due, they wont process it for like 5 days. So, i then get tagged with a hige late fee. Dell wont do a thing about it. I have written letters and called them up, asking to either lower my interest rate or let me pay off the rest with 0%, and they pretty much turn the other cheek. Its a joke.

J
J
John DeVito
,
May 27, 2008 2:54 pm EDT

I would like to know how Dell gets away with charging such high Interest . When their computers cost are higher than other computers. They are not worth the money they charge. I want to know how to report them to get the interest lower. 29% is outrages. I have called them and they could care less. The only solution I have is to go to either a company which will make a settlement with them or to a credit counsel and have the interest lowered.

T
T
T
,
Mar 18, 2008 2:08 pm EDT

Dell is doing the same thing to me. It would be good to check out the FTC fair debt collection act

Section 806 subsection 5
Causing a telephone to ring or engaging any person
in telephone conversation repeatedly or continuously
with intent to annoy, abuse, or harass any person at the
called number.

If the above happins file a complaint with the FTC and Attorney General.

ComplaintsBoard
D
12:00 am EST

Dell poor performance!

I own a 1st generation XPS laptop (alias “Baby”). I purchased Baby as a refurbished model. This March my 3-year extended warranty will expire. I'm in a quandary about renewing it. Other than a worn audio jack (which I caused by heavy use), my Baby works like a champ. So far I got my money’s worth from Baby’s dependability and sturdiness. I’m a power guy and I need a “portable desktop”. Now three months before my warranty expires my Baby goes “kaput”. Dell Technical Support was called.

Baby (being blessed) has never had an emergency with Dell Technical Support. For 33-months, Baby was never in dire need of repair. Within Baby is my working dissertation. Mind you, just two days work is not replicated on a Seagate portable drive. Those two days of work may be a curse. Here is my story. I call it The Curse of Case Number XXXXXX5979.

It began on Jan 13, 2008. My late evening chat with a Dell Technical Support was quite interesting. They had me pulling out my RAM, Disk Drive, and other parts to do “shot gun” troubleshooting. For those of you not familiar with the term, it’s when you take a WAG (Wild %#@ Guess) by isolating the problem component by removing it. Well, the WAG pointed to the motherboard. Quite understandable it was a “Post” problem. The “idiot lights” lit-up then go off less then a second. I felt comfortable with the Dell Technical Support diagnosis of it being a motherboard problem. A dispatch was created to remove and replace the motherboard.

On Jan 15, the motherboard arrived. However, the local Dell Technical Support could not fit me in his busy schedule. No issues, I’ll just have to wait a day.

On the next day (Jan 16), the local Dell Technical Support technician met me at my work site and proceeded to take apart my poor Baby. I never saw her spread across a table in pieces before. I watch him perform this task in amazement. I believed it was taking a toll on him when he had to remove a part that he previously installed. My Baby was put together. And better yet, with no remaining parts! At the moment of truth, the “Post” problem still persisted. Additional “shot gun” troubleshooting was performed. I was disappointed that problem was not resolved. The Dell Technical Support technician proclaimed that the processor was bad. This technician was really quirky. He actually insulted the on phone Dell Technical Support due his difficulty in understanding the heavy accented female on the other end of the phone. She was only trying to assist him. A new dispatch was created. This Dell Technical Support technician balked at the chance to fix my 33-month old Baby. He referred her to a more cunning technician close to my home location.

Alas, two days have passed (Jan 18). I went online to Dell’s Technical Support website to get a status on my latest dispatch number. I looked at it. Low and behold, I was snow delayed! Funny, how I looked outside then looked at the terminal and repeated this action several times. I just raised my hands and said “It must be snow delayed on the other end”.

That weekend, my Baby sat on the cold floor of my home office as a door stop.

Bright and early Monday (Jan 21), I called the Dell Technical Support to get a status on my latest-latest dispatch. To my disbelief, the dispatch was canceled. It seems that the cunning Dell Technical Support technician was unaware of the worksite and home location switch. The note on the canceled dispatch said “no contact information for customer”. The parts were promptly returned to sender. I quickly gave a piece of my mind with whom ever I could contact via telephone and email. I was rest assured that this does not normally happen. It was written up as a “wrong queuing” issue. There were miscommunication or the lack of communications between the quirky and cunning Dell Technical Support technicians.

The cunning Dell Technical Support technician was very apologetic on Jan 23, No clear explanation was given in why the parts were shipped back. The appointment time was prematurely set for the next day. The replacement processor was not in hand, but he made the extra effort to keep a time slot open for my Baby.

On the morning of Jan 24, the cunning Dell Technical Support technician called me at work and confirmed when my Baby was going to be looked at. I promptly went home to await the Dell Technical Support technician. Twenty minutes into the time slot, he arrived. Again, my Baby was treated like a car wreck. Spread across a well lighted kitchen island in unrecognizable pieces. I watched carefully as my Baby was being rebuilt. One thing that was missing from the Baby’s emergency kit was thermal grease. After the trip to his car, he applied it onto the processor. I remember seeing him tighten the processor lock. Not once, but twice.

The climax of the rebuild fizzled. The “Post” problem shot down the confidence of another Dell Technical Support technician. This cunning technician called the phone Technical Support to get additional advice. Again, the heavy accented support person can be heard giving out mumbled instructions. At one point, the cunning technician became upset. A mumbled voice can be heard telling him to re-tighten the processor. He adamantly proclaimed the processor is hard to access; “I definitely did tighten down the processor”. I agreed with him. I saw it with my own eyes in what he did. Finally, the dreaded words were spoken “Is the customer acceptable with the idea of sending the laptop to depot?” I unquestionable said I have no objections. The cunning technician indicated that Baby will be looked over with a fine tooth comb. It made me feel better that my Baby was going to be looked at by specialists. Laptop and power adapter must be sent to depot. A replacement power adapter will be sent along with a return laptop kit.

The power adapter was received on Jan 25. I as questioning why the return kit was not delivered at the same time. A call was made to the Dell Technical Support. They assured me that it was on its way. Just wait one more day. If it’s not there in the afternoon, call again to correct the issue, if its an issue.

Jan 26, I kept peering outside my porch. At 4 PM I called Dell Technical Support. They looked and looked. No return kit was ever sent. Really? You figured that out a day late? The latest-latest-latest dispatch was created for another return kit.

Its still the Jan 26, thirteen days since my Baby developed a “Post” problem. I casually started to look at my email on Baby’s older brother (Sony Viao). Great, a new email from Dell, maybe a new status! But wait, this time, an order confirmation. I read on. It seems my call to Dell Technical Service generated this. Apparently, this phone Technical Support (one time incident as it says) was for a problem resolution on an expired warranty. That did it. This was no longer a simple case. This case has been cursed since Baby went belly up.

I promptly called Dell Technical Support and issued a formal complaint. Why charge me for a service call when Baby has a valid warranty? No one could explain it to me. I spoke to a Dell Technical Support manager. He was very apologetic. He asked what he can do for me. I told him point blank. Fix your Technical Support processes. The delays have accumulated due to process screw ups. I told him it may be that the people are not being properly trained or following process directives. They surely can’t be semi-intelligent employees, there are just too many of them working at the same company. It’s has to be the process that Dell has in place, No checks and balances. A simple lookup at my express service code will reveal my warranty is still valid. Multiple orders are just that. Item are shipped in more that one box. As the Dell Technical Support manager puts it, “I agree with your frustration. It’s not normal occurrence with your delays”. After that he was very quite on the other end...

Thirteen days and counting, I’m taking bets on when my baby is getting fixed. I figure the good money will be after Feb 6 2008, unless the curse says otherwise. I wonder what is in store for baby at depot and her return trip home. Yes, it not a normal occurrence, it’s the curse of Case Number XXXXXX5979.

To be continued...

Read full review of Dell and 3 comments
Hide full review
3 comments
Add a comment
B
B
bohemia421
, US
Jun 12, 2009 5:37 pm EDT

I've had a similar problem. When my computer stopped booting up I contacted Dell and it took over a month to get the initial problem fixed. I endured my service tag being transfered to the UK (I'm from the US, bought the computer in the US, and have never asked for the tag to be changed), someone cancelling my warranty (and then claiming I asked him to do it), over 3 hours on the phone, about 10 different chat sessions with computer technicians, and technicians unwilling to accept that I would not and will not ever open the computer myself. It wasn't until I threated to sue Dell over false advertising/claims that they finally dedicated one person to my case who, eventually, will get my computer in proper working condition.
If you have similar problems I suggest looking at any emails you've gotten. If a technician failed me, I clicked on the link provided in their email which allows you to email thier superior. I simply kept doing that until I found someone who could help. Also, it never hurts to threaten legal action and to do it from your law firm's email account.

D
D
dooder85
Calgary, CA
Feb 18, 2009 1:40 pm EST

I'm currently working on getting my case notes. As far as i can gather, India is unable/unwilling to provide them. Two managers there referred me to customer service (always closed) so I emailed them off the website. The reply I got was vague, so I just requested a confirmation that my request was forwarded to the proper department. If this doesn't work, I'm going through to the privacy officer (his email is listed on Dell.ca). If i have any luck, I will post an update

M
M
Mordy
Liverpool, GB
Feb 13, 2009 6:01 am EST

I just came across this post while looking for a link to how to make a formal complaint to Dell and also to demand a copy of the case notes for my "support" case, I've been keeping a tally of how many promises I have recieved that haven't been kept...the count is now at 27. I bought an XPS 730 (the flagship desktop machine from Dell) and it died six months after purchase, to cut a long story short there were many engineer visits to no avail and eventually it was agreed that they couldn't fix it and would replace...it is that replacement that I fear I may never see :( It's been over six weeks now since the original died...it's not unreasonable is it to be a bit miffed about that? I mean...it's not as if I used it for software development to pay the bills or anything is it? Oh wait...no...actually I did.

ComplaintsBoard
S
12:00 am EST

Dell unresolved account problem!

I bought a computer from Dell last summer for 1815.77 and financed it for three months of free interest. Big mistake, as this means dealing with Dell Financial. I paid through Visa in full in Oct. of 2007. Visa paid Dell Computer. Dell Computer still has my full payment. Dell Financial (DFS) went into my bank account and took payments in Nov and Dec. Dell Financial won't trace this payment and backdate it. They are also rude to the point of being abusive. They just say they aren't Dell computers and blame me for paying the wrong company. I spent a lot of my time at the bank getting them the confirmation number and Dell reference number (at their behest) but they wouldn't do anything after I did.

I finally, after much frustration, found a Dell Computer rep. (it wasn't easy, but he was on the BBB website as a contact). He has traced the payment. He wanted the same information I had already given Dell finance. When he found the payment, he said it had been flagged by Dell Finance because they don't accept transfer balance payments. I guess they make more interest that way.

I am still waiting for this refund. Instead of refunding me the total, Dell charged another 1815.77 to Visa account. Apparently this was reversed and it should be in my credit card account one day soon. When they do refund it, I am supposed to pay DFS. For certain, Dell finance is going to try to charge me interest on the total as though I hadn't paid in full on Oct. 2. I am going to face months of problems. I have already received calls and a letter regarding my Januray payment.

I don't like dealing with DFS at all because they're so rude. I am probably going to need a lawyer to deal with the ###. I've already spent hours and hours...

The moral of the story is don't do Dell. Not ever.

Read full review of Dell and 5 comments
Hide full review
5 comments
Add a comment
Z
Z
ZeroXVI
London , GB
Sep 03, 2009 11:33 am EDT

I need help really bad!

I bought a laptop of the dell website using my mums mates credit card because my mums has a limit. I waited 2 weeks for it to come and started to get worried, so i phoned dell and they said that they hadn't received the payment even though money equal to the cost of the laptop had been taken out of the account under the name dell. Phoned them again and after some very rude conversations i figured they would be useless talking to and im gonna be stuck on this for awhile.

I have a theory that maybe because i ordered it during a deal that the price has increased therefore the money i paid was received but wasn't enough.

my second theory is that the money went to the wrong company as discussed above.

If anyone has any idea as to whats happened or what i should do next please respond?

C
C
cathymara
Perth, CA
Aug 07, 2009 7:39 pm EDT

I have 2 accounts with Dell for 2 different computers.
I have been dealing with them for several years now, and have already paid off 2 other computers in full, and had no issues or problems with payments. My account was actually in very good standing.
In June of this year, I was in a position to pay the entire amount off for the other 2 accounts, so I checked online and by phone to find out the total buyout amount. I sent 2 bank certified cheques to them for the total amount as of that date. I was a little slow getting them into the mail, as I work odd retail hours and don't drive, so it's hit and miss trying to get to the post office during open hours.
About 2 weeks into June, I called Dell to notify them that 2 cheques for a total of X amount were on the way, and that I had put a stop payment on any more payments coming out of my account. That`s when he informed me that there was still $24 owing. Apparently, in the time since I had checked the buyout amount and had the cheques drawn up and mailed, it had passed the interest period, so there was still $9 left on one account, and $15 on the other.
I realize it`s my own stupid fault for forgetting to send the payment right then, because, as I said, I can't always make it to the post office, so it slipped my mind, and the next thing I knew, I was getting notices that 2 more autopayments had come back to them, and I was receiving daily, multiple phone messages to call Dell Financial. That in my opinion, amounts to harassment.
I was finally able to call them. They informed me about the bounced payments. I said, "Yes, I know. I already told your company that they couldn't take any more payments from that account, as I have put a stop payment on it."
I offered to make a payment then and there using a credit card, but they don't take credit card payments over the phone. The girl said that she was going to check and see if they might possibly waive the interest, since the account was pretty much paid off, and the interest was simply because of bad timing. She never did get back to me.
I got another round of daily, multiple calls, so I called them back and asked them to please stop with all the calls, as I was very tired of it. That particular day, I had 6 messages from them on my voicemail, but it's possible that was spread over 2 days.
I also told them that I had been given the impression that the interest was going to be waived, and I was told, "We do not waive interest."
I finally sent them payment by cheque, for the full amount, but it has obviously taken a while to reach them. I got home late last night to 3 messages from them on my machine, and again today, I had 3 messages. Just after I had checked my messages, the phone rang long distance. I picked it up but there was just silence, so I hung up. The phone rang again about 5 minutes later. This time, someone actually came on before I hung up again, and it was the same BS all over again.
I told her that this was nothing but harassment, plain and simple.
I mean, I can understand that they want the rest of their money, but it's only $24. They already got almost $1, 700 from me, and it had already been established that I had based that amount on the total I was given as of that date, and the $24 is just interest. As I said, it's not like I have been a total deadbeat in the 5 years that I have been buying from them and have purchased 4 computers and 5 printers, as well as an external drive and numerous accessories and ink cartridges. I will never deal with Dell Financial again.

J
J
joannezaras
Hamilton, CA
Jul 10, 2009 4:58 pm EDT

I have the same problem right now. I am going to send a money order to them and send it Registered Mail. I am then going to my bank to stop payments to them after I pay them off. Did you ever get this dealt with? Did you get your money back...worst thing is there is no live person to deal with. My original cost was 1850. I have paid on it almost two years...55 dollars a month and only have paid off 200.00 of the totallllll...scammers...wish i read this before I bought...

B
B
barbiedee
Duncan, CA
Dec 18, 2008 4:18 pm EST

I am having the identical problem. I paid Dell Computers instead of Dell Financial. When purhcasing a Dell computer you get so much paperwork, and I mean pages and pages from Dell and Dell Financial Services.
Then of course it is almost impossible to get answers from people who can barely speak English, and who can barely be understood.
I purchased, and paid for this computer in September. Four payments have now come out of my bank account on top of the full payment amount I submitted to Dell. After endless frustrating converstations with Dell Computers in India, they finally issued a refund cheque to Dell Financial in my name. Dell Financial says no such thing exists. I have the email, case number and receipt number from Dell Computers, but still Dell Financials says it doesn't exist.
I have just forwarded Dell Financial services the email I received from Dell Computers, and am now waiting to see what the next screw up will be. I have advised them that if the money is not refunded to me, or my Dell Financial account by Dec 31 I will be starting litigation in small claims court.
Never, NEVER, NEVER deal will Dell, or Dell Financial services.

T
T
Trevor W
,
May 15, 2008 9:48 pm EDT

I got a computer through Dell financial services. I lived out of town at the time so used my friends name and address. Dell had my SIN number, my bank info, and my email address. I find out 2 months later that somehow Dell said that its not under my credit but my friends

After dealing with that situation I got an email from Dell saying its under me and that its not a problem. Few months later Dell phones my friend cause I missed a payment. They told him its under his credit and to go to the police and file a fraud report because I used his SIN number and agreed to put it under his credit because I was declined. Even tho After I got the computer, I bought a car, got a $1000 credit card and a $3000 loan from my bank because of my "Amazing credit for someone my age"

Long story short Dell said they fixed the problem but didn't, refuse to do anything about and also am thinking of getting a lawyer. Apparantly my friends credit is screwed because of this and he can;t get anything on credit because of the balance on the computer. If Dell would have said they didn;t fix the problem, I could of found a way to pay this off ASAP. And not have him go to the cops to file a fraud report so his credit can go back to normal. Frustrating.

ComplaintsBoard
V
12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Dell false collection from dell

It all started when I received a email notification from Dell Inc. The sale was for flat screen TV's and my company has been thinking of purchasing one for our power point presentations, display of items in our catalog etc...

After choosing the desired TV I ordered a Sony Bravia 40", DVD recorder and a service plan.

I applied for credit and was approved.

1 week went by and I was told the TV was on back order. Then I was called and told that it would be shipping on 11/01/98.

Then I was called and said my order was cancelled because my home/office did not have a land phone to verify who I was they would and could not except me from my cell phone.

The order was cancelled. However, the service plan was not!

And now my nightmare begins...

I called nearly 15 departments and was shuffled for nearly 2 hours on 1 day, no one seems to want to work outside the box. I was transfered finally to Dell's Resolution department in Austin, Texas and spoke to a guy named Aaron. He promised me he was going to cancel out the service plan from my account considering Dell never sent me the TV nor can you see anywhere they sent one.

It is now December 21st 2007 and I get a call everyday from Dell Collection. Every day I explain that the Order was cancelled and I asked if they can see a charge for $1300 anywhere on my account along with the $379.00 for the service plan. They can not.

I ask: If you only see a charge for $379, what do you think the charge was for? Their response is always the same: fax us, call us, send us the info. I have written a complaint letter to Michael Dell the beginning of December, I have written emails to my Customer service rep. still no one will help me.

Today was the best:

I asked: what is the charge for? The Indian Man said you bought a service plan.

I asked: What was the plan for?

He said: a TV.

I asked: Do you see the balance or purchase price of the TV on my account?

Indian man said: No.

I asked: Why would I only have $379 on a credit account with out the Television?

Indian man said: I dont know, I cant help you, you need to call...you need to fax...

I asked: Do you have a manager?

Indian Man: Yes, he'll have to call you back.

======

It seems this team of collection agents do not have any records of my account. 6 days a week including Saturdays Dell Collection department calls and tells me I am behind on my service plan payment for my 40" Sony Bravia...Meanswhile I dont own one!

======

They have used up nearly 652 minutes by calling me.

======

The shame of all this is I have purchased 3 desk tops, 3 note books,1 Palm from them since 1997. The do not care about past purchases. My loyalty means nothing to them. All of their employees do not want to work outside of their box to solve this problem. Instead they call me everyday, read the notes of my more than 30 converations and still ask? Mr. Russo...when can we expect your $35.00! Your past due!

FIRST PURCHASE INFORMATION IS BELOW, ORIGINAL PURCHASE 40" FLAT SCREEN, DVD RECORDER & 3 YEAR SERVICE PLAN:

======

Order Information

Full Name: MICHAEL J RUSSO

Customer Number: 883xxxxxxx

Dell Purchase ID: 2000141xxxxxx

Order Number: [protected]

Order Date: 11/25/2007

Order Status: Canceled

View Associated Orders

Billing Information

Bill to:

MICHAEL J RUSSO

xxx xxxxxxx xxxxx

IRVING TX

750xx

Shipping Information

Ship to:

MICHAEL J RUSSO

xxx xxxxxxx xxxxx

IRVING TX

xxxx3

Shipping Method: Not Shipped

Est. Ship Date: Not Shipped

Est. Delivery Date: Not Shipped

Carrier: Not Shipped

Tracking Number: Not Shipped

======

SECOND PURCHASE ATTEMPT BELOW WAS CANCELLED

NO SERVICE PLAN WAS PURCHASED:

======

Full Name: MICHAEL J RUSSO

Customer Number: 8839xxxxx

Dell Purchase ID: 20001414xxxxxx

Order Number: [protected]

Order Date: 11/25/2007

Order Status: Shipped

View Associated Orders

Order shipped email signup

Request a Return

Billing Information

Bill to:

MICHAEL J RUSSO

303 SHERIDAN TRAIL

IRVING TX

75063

Shipping Information

Ship to:

MICHAEL J RUSSO

xxxxxxxxx

IRVING TX

xxxxxxxxx

Shipping Method: 3-5 Business Days

Shipped Date: 11/29/2007

Est. Delivery Date: 12/4/2007-12/6/2007

Carrier: Data Temporarily Unavailable

Tracking Number: Data Temporarily Unavailable

Quantity Item Number Description Unit Price

[protected] Ground Delivery only. LCD TVs 40 inches and larger can not be expedited $0.00

--------------------------------------------------------------------------------

Order shipped email signup

Request a Return

View My Orders

--------------------------------------------------------------------------------

Associated Order(s)

Because different parts of your order may ship separately, you may have several order numbers. Below are all the other items that make up your full order.

Associated Orders

Items Per Page: all

2000xxxxxxxxxxxx

Bravia KDL- 40S3000 40in HD-LCD Television

11/25/2007 Canceled N/A

Read full review of Dell
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
V
12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Dell dell laptop has been one of the most stressful if not worse investments I ever made

I sent this letter with a copy of the search showing 4400complaints against Dell to the Federal Trade Commission

JUDY PERRONE, CMA RMA

December 12, 2007

Michael Dell

C/O Board of Liaison

Dell, Inc.

One Dell Way, Mail Stop RR 1-33

Round Rock, Texas 78682

RE: Inferior Products

Customer service

Dear Mr. Dell:

The purchase of a Dell laptop has been one of the most stressful if not worse investments I ever made.

After spending hours on top of hours and not to mention numerous emails with your customer service over the past 3 years in reference to a Dell Inspiron 5120 laptop, I purchased in 2004, I felt it was necessary to make and take the time out of my busy schedule to inform you of what is going on with your products. The dilemma is where to start.

Let's start from the ordering process:

1. Marketing stated no interest/ no payment for one year. False. After tedious hours of arguing with your customer service, it took a class action against Dell to resolve the problem. Not a good thing!

2. The unit was ordered with an internal wireless unit. Never put in. When I called to complain your customer service told me to go out and buy a key and they would reimburse me. Again, after hours of arguing, they sent me an external key. Not what I wanted, never worked properly and very delicate. Not what I paid for from the beginning.

3. The wall adapter would get extremely hot. My significant other is a firefighter and he feared that that the unit would start a fire. Your customer service refused to replace the defective unit�so we replaced it ourselves out of fear.

4. I then had problems trying to connect to my wireless internet. After speaking with Linkys�they determined that it was a Dell problem. Again it took endless hours to repair the problem�just to try to get someone that we could comprehend on the phone was very trying.

5. In April of 2007, the unit would not hold a charge. Again, after many trying phone calls and the costly replacement of a new battery and again another adapter, the unit had to be returned to Dell, and we finally received authorization. Please reference attached work order. The unit was returned.

6. About a month ago, the problem reappeared. I try to explain this in an email to your customer service to no satisfaction. I tried to call but I do not have the time to hold on forever to your customer service lines. Waiting times of at least 15 minutes. Doesn't indicate a good thing. That many problems!

7. I took the unit to a local Circuit City. Lo and behold there were four other Dell Laptops experiencing the same problem. The Firedogs checked out my unit. It was determined that it is an inherent problem. The same exact problem as before.

8. I phoned your customer service today. To no avail they won't replace the unit because the warranty expired 9/30.07. I became very angry and tried to explain to this robotic person on the other end�that the problem is inherent and the same as in May. It was never repaired properly. He 'David' very insultingly tried to convince that parts don't go bad in 6 months. Baloney! It was probably a refurbished part in the first place! New Jersey Lemon Law applies to products as well as cars.

9. I asked to speak to his supervisor and all he could repeat was that the unit was not under warranty. I know that and if the problem had originally happened after the expired warranty there would not have been a problem now. I just would never replace it with another Dell.

10. 'David' informed he that there is no one higher than him. I laughed and asked if he was Mr. Dell. I asked for the corporate office�he informed than that there weren't any. Imagine that!

11. He said he would have the 'executive office' phone me. I almost believe that!

Needless to say, I am frustrated, disgusted and want the unit replaced.

Everything that you list on your customer commitment has been totally negated. It is most unfortunate that I know at least ten people that have had the same problems with Dell units, customer service and satisfaction.

I would apologize for contacting you personally but I can't. It is very hard to communicate with people (your customer service) whose verbal skills do not meet the standards of Americans.

Thanking you in advance for your time and consideration to this matter.

Yours truly,
Judy Perrone

Read full review of Dell
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
S
12:00 am EST

Dell no proper functioniung of microsoft vista

Thsi system we havee purchase one month back.
Within few days of installation your servicee engineer Sylesh visited the system asnd addjusted the internet options. Sincee then we are unable to access the broad band connection properly.
We have made several calls to your service center but no action has been taken from your side.
Recently all the documents in my documents in drive C vanished
In Paint Text is not comming.
CD is not accessable either for reading or for recording.
Frequently system is hanging
There are no hard disk partitions.

Set right the issues mentioned above immediatly.

Read full review of Dell and 5 comments
Hide full review
5 comments
Add a comment
R
R
RogerArmstrong
Advance, US
Nov 11, 2009 10:07 pm EST

Well...at least it's nice to read something that is grammatically correct. I was beginning to wonder if this site was a terrorist site designed to look like dumb Americans who can speak English trying to degrade Microsoft and Dell, but at least this last complaint is coherent. And...I agree. I bought a Dell Studio and installed Microsoft Vista 64, why the 4 is below the text line is weird to me, but I digress, anyway...I think it's the worst decision I ever made. I've been using PC's since the IBM PC, then IBM PC XT and IBM AT. Significant improvements in hard drives, RAM and obviously when the internet came along, the speed in the internet. But of all the computers I ever had, they were slower mind you, but they worked. My Dell with Windows Vista has been the most frustrating experience I've ever had with a PC. Disruptive pop-ups, programs just suddenly not working, changes in MS Office that offer so much flexibility that you can't figure out how to do the things that used to be simple. What a bunch of crap! I used to make videos on an AMIGO (Formerly Commodore) 15 years ago and had better success, though admittedly slightly less artistic appeal, than I do today with Pinnacle Studio 12 on a Dell with Microsoft Vista. I think something happened with the groups from Microsoft and the Developers of Pinnacle. They used to work well together to ensure the product worked well, but with Windows Vista 64, it seems a lot was over-looked, and still no one is caring, working to resolve the issues because for the last 8 months I still get the same error message saying Microsoft will look for a resolution and notify when they find something. Hmmm...no response from Microsoft in over a year now. I used to love Microsoft and Dell, they had good people working hard to find solutions, but now it seems that they just want to sell the next version of software and don't care about those of us trying to make a living with the crap they sold us yesterday.

B
B
Besmart
Milwaukee, US
Oct 14, 2009 8:47 pm EDT

DO NOT BUY DELL! YOU WILL BE VERY SORRY...TERRIBLE CUSTOMER SERVICE. You are a NUMBER only and will get the royal run around. Promises made...NOT kept! Terrible experince with VISTA...Run fast if you hear the words DELL or VISTA! People tried to warn me not to purchase a Dell product...I should have listened to them. I now work FREE for Dell..everytime my computer has problems - which is at least once a week, (slow, disconnect from internet, programs do not run, etc.) I am then "trouble shooting the problem on MY TIME (after being connected to at least 4 or 5 "supervisors") I spend HOURS on the computer and telephone with so-called Dell "techs" tring to "fix" the problems Vista couses. New computer-Dell will not stand by their product. They will not replace Vista with an operating system that works. I paid over 2, 000.00 for this piece of CRAP!
Dell should be ashamed of themselves...they have created a company without a soul.

R
R
Robert Grimal
,
Jan 31, 2008 1:18 pm EST

We have been a happy Co. with Dell units.

We have a car club for 40 years. We made our club a charty club to help little children, with ony medecal things that are bad. The familys need help also. So we have a show one a year and ALL funds to to the person we listed to help. I would like to know if we could ask you for some help. We get things from companys and we post ther name as much as we can all over New Jersey. The show will bring in around 5,000.00 People. I think it would be a good time for Dell to set up a vender stand for us too.

My Phone # [protected] Or E-Mail rgrimal@aol.com
Thank you For support,

Robert Grimal

Q
Q
Quay
,
Dec 28, 2007 4:31 am EST

Spot on... Dell's customer service is apalling. Very incompetent staff. Took me about 3 months to sort out an issue with them delivering the wrong printer. They are very reluctant to forward calls to senior staff but eventually I got through to their customer care department who took swift action. Highly recommend you speak to their Customer Care.

R
R
Radhika N
,
Nov 18, 2007 10:17 am EST

The dell service is very bad. They have recruited under qualified people for the service job and the quality of service is very poor.

ComplaintsBoard
V
12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Dell dell hard drive failure... again

Just FYI, my wonderful piece of @!#$ Dell Laptop computer (service tag 8GF7521) has failed again. This is the second hard drive that has crashed and 4th time I lost everything on this computer. Once again, I am without a personal computer. The computer showed no recent signs of a possible problem.(although It did have a colorful past).

This morning I woke up to find the "Blue Screen of Death" on my computer. Upon re-boot all my hard drive did was make loud scratching noises, then the screen displayed "no hard drive could be found". I have an older back-up, but still lost thousands of man hours in research, music and photos. I had supposedly the best virus software available "BitDefender", but that remains to be seen. Windows is an unstable OS and I am done wasting my time talking with Dell technical support VIA India. Windows and Dell computers should come with an automatic back-up and free external hardrive, as both have proven to be as dependable as a wet paper bag.

Pretty sad that all my online time with this computer has been for my email and reading CNN and MSNBC news. Everything else was documents I composed offline. Needless to say, my laptop is the last Dell product, and Windows based computer I will ever own,. I strongly recommend you all do the same, unless you enjoy losing all your work every few months and spending countless hours with Indian technical support and reinstalling software. I am going to purchase a Mac as soon as I am financially able (which is a long way off) As a result, please limit any and all email as I can only check it once and a while from work.

I am going to forward this to Apple so they can use this email however them seem fit.

Read full review of Dell and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
D
D
Dilip
,
Jun 04, 2008 8:38 am EDT

I had got inspiron1420 dell laptop.It came with an inbuilt Vista OS.But i had removed the OS and installed XP.When I installed XP i could get few drivers from the online.But i couldn't get the graphic driver to be installed in XP.Because of this video quality is poor and display is not good too.And also i couldn't play any graphical games too in my laptop.So please say me a remedy to this issue.I want the graphical driver to be installed in my INSPIRON1420 DELL laptop.So please say me a remedy.
Expecting your reply at the earliest...

N
N
Neha
,
Apr 29, 2008 1:50 am EDT

I have hardly used my dell inspiron 1525 and the motherboard has already blown off . I am without the laptop for the last 1 month but the customer care centre and technical support centre refuse to co-operate and speed up tha matter . First of all, I have to wait endlessly for the customer care to pick up my calls .Then they tell me that the part is not available in India and so I am waiting endlessly for the part and engineer's visit . Dell laptops are the worst . I will not recommend anyone in TCS to buy a Dell laptop . It will be the most harrowing experience if You happen to buy a Dell laptop by any chance .

K
K
kapil arneja
,
Dec 19, 2007 7:04 pm EST

I have applied for two laptops, one is for amandeep singh, and second is for me. On the same day and same time through one cheque. NOw the cheque has been cleared and till date only one laptop is delievered and second is not which is for me. I am daily mailing to mahesh badam and abhiruchi. But even they ar not replying on email and not picking up their phones. so they are working with dell india a very big reputed company, but they do not know how to attend customers. So I am requesting you to kindly take necessary action against them and delivered the laptop. My order no is 2279392. Otherwise I am having all proofs that your company people are harrasing me and not delievring the laptop. Waiting for the positive response. That is of dell india.

ComplaintsBoard
V
12:00 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Dell piece of junk

Dell Computers - www.Dell.com

My complaint seems to be one many have. I got my Dell computer almost two years ago and from around the fourth month I have had issues with it. First the power supply, then thermal issues modem issues all along and because I didn't have the funds to extend my warranty I am in a mess.

They will do lots for you but with a price and they do not stand by there product. Did I mention that I have replaced the power supply three times and that to make the computer run I am going to have to replace the board and processor.

Clearly it is manufacture defect. The tech guy who was on the phone with me for a very long time tried to get his supervisors to replace the whole system was shot down by them, and told to direct me to out of warranty where there is a price on everything.

I have stupidly recommended there product to many family members and friends (something I will correct in the next few days). I made the biggest mistake of my life getting this computer. I usually build my own and then I know what I am getting. I took a short cut and now am paying the price. Really Paying. We live and learn.

The XPS is not as fast and strong as advertised and I know.

If only one person decides to buy another brand of computer then I will feel like I did something for mankind.

Read full review of Dell
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
V
12:00 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Dell dell sent me a computer I did not want and won't give my $6000 back!

Dell canada - www.dell.ca

I read the post titled dell hell, and I feel like I am walking hand in hand with that customer... I cannot believe so many people are facing the same insanity with unresponsive customer service representatives and countless hours logged on the telephone, to only be told repeatedly that there is nothing dell can do to fix the mess that they have created.

I ordered a computer (our sixth dell) via telephone on august 18, 2007. I subsequently learned (on august 20) that the "blueray" disc drive was no longer a desirable option, as paramount studios was discontinuing relations with sony. I called dell canada on the morning of august 20, 2007 and informed them I wished to cancel the order. I was given a cancellation number by dell. Within the hour, I received a phone call from the salesperson whom I had placed the order with (which initially took over an hour as his command of the english language was poor at best). He was very upset and rude, wanting to know why I had cancelled the order. He did not know anything about paramount studios or even who they were, as he was calling me from india. I assured him at that point that we were merely waiting for the "dust to settle" and we would likely place another order within a few months. On august 31, a courier showed up at my door with a laptop. I checked the internet, and my credit card had been charged on august 28. I called dell, and requested a refund. They informed me that they would issue a credit as soon as they had the computer back in their possession, and they would send a courier to collect the computer on september 7. They treated me as though this situation was somehow my fault. The courier arrived with labels that had the wrong description printed on them; I reluctantly agreed to send the computer back regardless of what was printed on the label. I tracked the order through ups, and as soon as it was received by dell, I contacted them in regards to my refund/credit. I was informed at that point that the credit would be placed on my mastercard immediately, and I should have the money back within 3 - 5 days, 10 days at the absolute maximum. Finally on september 17, they said they processed the credit that day, (or so their system says, I have no proof) and it could be up to 10 business days from then before it would show on my credit card. I have called dell almost daily from sept 24 on, informing them that I have not yet received a refund. On october 2 a customer service representative told me he would file a "missing credit report", and that I would most certainly have my credit within 3 - 5 business days, october 10 at the latest. It is now october 11, and I still have not received a credit on my credit card. Dell refuses to rectify this situation; I have repeatedly requested to speak to a manager, to no avail. Customers are not allowed to speak to anyone in management! I was finally put through to a supervisor today after threatening to go to the bbb and my lawyer. I was treated very poorly by this supervisor, and informed that this was not dell's problem, and there is nothing more they can do. This call centre supervisor also informed me that the information I was given on october 2 regarding a missing credit report was incorrect, and the representative I spoke to that day did not know what he was talking about, and never should have told me what he did. As far as dell is concerned, this is not an issue that they are even willing to follow up on, as their records indicate a credit was issued. This treatment from dell is absolutely unacceptable. I requested hard copies from dell of the credit receipt and they refuse to produce them. Twice I was given a phone number to call that was incorrect; it was merely another call centre. I requested a phone number for the administration/accounting department at their head office and have yet to speak to anyone who can give me that information. I have now contacted my credit card co., and they are sending out paperwork (via snailmail) for me to fill out and mail back, to file a dispute over the charge. Mastercard informed me that dell should have sent me a credit note/invoice long ago with the appropriate information on it. I am tired of fighting to get money back that was never supposed to be charged to my credit card to start with! And... To top it all off, there is interest accumulating on this balance now, as I am way beyond my grace period, I requested compensation from dell in regards to all of this trouble and the interest expense, and they informed me that they are not willing to offer any compensation whatsoever, as far as they are concerned the issue is closed.

If this company values a six time customer, then maybe they would like to offer an apology as well as some compensation for the countless hours this has stolen from my job and my family. My husband had his credit card refused in lima, peru when he was traveling on business, because I was unaware this $6000.00 charge was on our account. That is embarrassing to say the least.

I have promoted dell computers to friends and family members for over six years. I have been directly responsible for ordering six computers, as well as helping three family members order computers from dell. I am genuinely sad that I have been forced to break off relations with this company.

Update (oct 12/07): I just called a long distance # the dell customer support supervisor gave me (they do not have a 1-800 # for anything related to head office/accounting etc.) it is ups in ontario... Not even a dell number. Unbelievable!

Read full review of Dell and 17 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
17 comments
Add a comment
C
C
CJB999
, GB
Jan 12, 2017 6:25 am EST
Verified customer This comment was posted by a verified customer. Learn more

Thanks guys for your reports. I *was* in the market for a new Dell Inspiron - but life is too snort for dealing with i####s when things go wrong. I shall take my business elsewhere.

C
C
CJB999
, GB
Jan 12, 2017 6:26 am EST
Verified customer This comment was posted by a verified customer. Learn more
Replying to comment of CJB999

'snort' = 'short'!

I
I
Ima Myss
Pismo Beach, US
Jun 28, 2014 1:46 pm EDT

FORGET about the BBB - go to your state's ATTORNEY GENERAL'S DEPARTMENT OF CONSUMER AFFAIRS (each state's is called something a little different) and file a complaint. Several states have filed successful suits against Dell and got rewards from the Court in the millions of dollars.

C
C
ConnieLau
Montreal, CA
Jun 14, 2012 11:09 am EDT
Verified customer This comment was posted by a verified customer. Learn more

My husband and I are kind of in the same situation. The service is really rude. All sale rep are Indian, whom I have difficulty to understand what they said. My husband placed an order for a TV and a cable. His billing address appears on this credit card is his parent's residence. The shipping address is to our residence. They tried to call my husband to verify this, but unfortunately his cell phone was out of battery that day. They automatically canceled our order, but already charged our credit card. However, the cable arrived in front of my door, and on their website, both items were written as shipped. We called and verified. We were told the order was re-stated. On their website, it showed 2 times: the previous and now, without indicating any cancellation. Plus we got charged 2 times on our credit card. When we called, they say credit will be automatically adjusted in 5 business days. The very next day, someone else called again and said that we still have to verify our identification in order re-state the order. We said we already did the verification over the phone and we already received order confirmation. The sale rep still insisted that the order was cancelled and returned to the warehouse. Clearly, they don't know what they are doing. The next day they delivery the cable and the TV in front of my door in 2 different time. Clearly it's their fault for sending us twice the cable.
Today, they called us again saying very rude that if we don't return the cable, they won't refund us the credit. This is so outraging. They don't have right to do that. We may accept to pay for 2 cables rather than going through hassle of returning, but at least they have to refund our TV cost, what we got charged twice. Without a proper communication, they indicated right away if we don't return the cable, they won't refund us the credit. Hey the cable cost 20$ while the TV costs us more than 1000$. I'll return the cable today, and wait for extra 5 business day. If Dell is still not processing my credit. I'll report them to BBB or a lawyer note.
Anyway, at the bottom line, I won't return to this website again.

D
D
dellfromhellincanada
Camrose, CA
Oct 10, 2010 11:21 pm EDT

I tried to place an order with employee shaik khalilulla (emp #4161397) he was rude and pushy. I planned on "building a $1700. Within minutes he had a big lcd screen tv on my tab which I had to fight with him to take off the bill. Finally he wanted my banking or credit card number. I told him I was going to talk the final price and "computer build" with my family to be sure it had all we needed. He rudely laughed at me and argued as to why i wanted to discuss the final outcome with mt family. I argued continually and finally hung up. I called back thinking I just got the bad apple comission based employee. I got another east indian and politely said I speak english and would like to talk to an english speaking person, he could not transfer me to one so told me he would speak slowly. The second sales man was very polite and helpful so i placed my order and awaited a call from another person to get my personal information and confirm the order. Every time this person called we got disconected. After 4 hours of playing phone tag, i called Dell to try and confirm the otder, they had no record whatsoever that anyone had spoke with me. I tols him the situation and that I was going to try and place the order myself online. He said that was fine just to cancel the order next time they called. So I did. the rude indian Shaik khalilulla called back wanting personal information again, I told him cancel the order I am doing my own online, he argued that he could give me a better deal than online, I repeatedly told him to cancel the order and finally hung up on him. Afew minutes later he sent me an e mail confirming that he placed the order! I have since sent complaints to Dell and first thing monday morning I will be to my bank to ensure no payments can come out, I will be calling dell again until I am satisfied my order is canceled, and if there are any promlems i will immediately be contacting the better buisness bureau of canada, they are listed in the blue pages at the front of each and every phone book.

S
S
studmuffin589
Oakville, CA
Dec 03, 2009 11:22 am EST
Verified customer This comment was posted by a verified customer. Learn more

Yeah, I totally agree to what all of you have been saying regarding Dell Canada's poor customer service and technical support. I solidly recommend that everyone avoid this company like the plague and take their business elsewhere!

I placed my order over a month ago and it still hasn't arrived. They never responded at all to two separate emails that I sent. And when I phoned last week, they couldn't tell me at all when the item was actually going to ship. This company has no idea at all how to properly treat customers, and they have gone steadily downhill over the past year. Well, the good news is that today I finally cancelled my order. Never again Dell, never again. You have lost my business for good.

G
G
g123
, CA
Nov 21, 2009 10:05 am EST
Verified customer This comment was posted by a verified customer. Learn more

I completelly agree with all of you guys. I spent with DELL countless hours - technical support - customer service - technical support, and on and on... They have 1800 number and you talking to deaf.
Our computers ( at Business) all from DELL. We cannot afford to go through stupid troubleshotting, when we have to work. But... DELL regulations are insisting on trouobleshotting, which is waste of time. Their troubleshotters - kids who are sitting in India or somewhere else and reading an instruction.
Their service is complete crap. After beeing with DELL for 7 years, we are changing computers, and will never deal with DELL again.

B
B
bin12
uuu, GB
Jul 27, 2009 12:06 pm EDT

unprofessional idots

B
B
bin12
uuu, GB
Jul 27, 2009 12:05 pm EDT

waste idiots working there specially the team leader Behzaad habibi

L
L
Leo
Toronto, CA
May 19, 2009 2:50 pm EDT

CANCEL A DELL ORDER. I HOPE THIS WORKS. I ordered a Dell laptop this Friday and and tried to cancel Monday morning (Saturday they're not open). I was told that it was already in production and it couldn't be canceled. Once they ship it out, accept it, and they will send the appropriate packing labels to ship it back. Here is the loophole that may help ALL of us with this no cancellation policy. Call your credit card company (VISA, MC, AMEX, etc.). They told me NOT to accept it but get the tracking number from Purolator. Keep it handy because it'll show that it has been shipped back to Dell. Then they CANNOT charge you for the computer and it will NOT show up on your credit card statement. I'll keep you posted on the outcome.

P
P
puffrooster
Edmonton, CA
Dec 29, 2008 11:55 am EST

Four years ago I ordered an XPS from Dell Canada and was happy as a bear in a honey farm. The system ran great, the customer service was fantastic and the technical support was very knowledgeable.

Last October of 2008 I ordered another high-end laptop from Dell and received something less than what I paid for. I called Dell and they said they would send the proper system and to hold on to the one I had till the new computer had arrived. After a couple of weeks the order status did not change so I contacted Dell and was told that the model I ordered was no longer available. They offered me an alternative system and I reluctantly accepted. After several weeks of calling and checking online at what the status of the order was (almost all of the month of November) I was told that it would arrive on or before December 2nd, 2008.

On December 1st I called and was told that they had canceled the order. They also had the nerve to tell me that I had violated the thirty day return policy and could not return the computer that I did not order! Nevertheless, I kept records and recorded my phone calls with the very poor English speaking customer service people (who get very upset when WE don't understand them) and they withdrew their threat.

At this point I insisted on returning the laptop computer that I DID NOT order and insisted also on getting my money back. On Boxing Day morning I was awakened at a very early hour and asked if I had received my package yet!? Apparently they sent something to the courier terminal with my name on it...

FOOL ME ONCE, SHAME ON YOU, FOOL ME TWICE, SHAME ON ME! I said that I wanted my money back and never again will I deal with Dell. Dell has a 15 to 20 day refund policy and it has been 25 days since they received the computer I returned to them (the one that I did not order). Every time I call customer service and give them the reference number I am told that they will put me through to the proper department and nobody answers. I figure that twenty minutes is plenty patience (!?)

In addition to being treated poorly I am paying interest for nothing and my cell phone bill is much more than nominal because of all the minutes I am put on hold. Many times I am put on hold because the representative is asking someone else what to say or what to do since they are unable to answer the query or take action! Why didn't he or she just hand over the phone?

Dell made a bad decision moving the customer service to India. Customer service isn't even a word in that country and if it is then it doesn't have any value. It seems like everyone for them selves or something. Bad business decision. I am still content with my present Dell but I won't buy another. And yesterday I was told that I will be responsible for furnishing and equipping, of all things, a cybercafe! Dell and its subsidiaries, (Alienware) are not on the list.

ComplaintsBoard
J
12:00 am EDT

Dell poor quality product!

I am writing because of the poor service behalf of dell. I brought a laptop in 2004. In January of 2007 I had to send my laptop back due to many problems. When expecting my laptop back in February 2007, I noticed I never received it. This is because Dell had sent it through DHL and they had lost my laptop on the way to my house. Therefore Dell was responsible for losing my laptop. Dell then sent me a used laptop three months later. This laptop was sent back only to be replaced with another used laptop that was not working. Finally I was sent another laptop which now after a month worth of use, this laptop is not working as well. I have contacted Dell many times for my money or exchange for a new one but no one will help me. I have also spent hours on the phone with technical support and customer support only to find out that they are no help as well. I’ve been through hell with this company in the past ten months. This is the worst customer service ever. No one will help me or call me back. I spent thousands of dollars on their products to only end up with crap.

Beware!

Read full review of Dell and 1 comment
Hide full review
1 comment
Add a comment
J
J
JUDY PERRONE
,
Jan 31, 2008 9:58 am EST

This is the letter I sent with no results except a phone call apologizing that they (DELL) can't do anything...I also forwarded a complaint to the Attorney Generals' Office in D.C.

JUDY PERRONE, CMA RMA
4A Rustic Circle • Montvale, New Jersey 07645
[protected]
EMAIL: j.perrone@iwon.com

December 12, 2007

Michael Dell
C/O Board of Liaison
Dell, Inc.
One Dell Way, Mail Stop RR 1-33
Round Rock, Texas 78682

RE: Inferior Products
Customer service

Dear Mr. Dell:

The purchase of a Dell laptop has been one of the most stressful if not worse investments I ever made.

After spending hours on top of hours and not to mention numerous emails with your customer service over the past 3 years in reference to a Dell Inspiron 5120 laptop, I purchased in 2004, I felt it was necessary to make and take the time out of my busy schedule to inform you of what is going on with your products. The dilemma is where to start.

Let’s start from the ordering process:

1. Marketing stated no interest/ no payment for one year. False. After tedious hours of arguing with your customer service, it took a class action against Dell to resolve the problem. Not a good thing!

2. The unit was ordered with an internal wireless unit. Never put in. When I called to complain…your customer service told me to go out and buy a key and they would reimburse me. Again, after hours of arguing, they sent me an external key. Not what I wanted, never worked properly and very delicate. Not what I paid for from the beginning.

3. The wall adapter would get extremely hot. My significant other is a firefighter and he feared that that the unit would start a fire. Your customer service refused to replace the defective unit…so we replaced it ourselves out of fear.

4. I then had problems trying to connect to my wireless internet. After speaking with Linkys…they determined that it was a Dell problem. Again it took endless hours to repair the problem…just to try to get someone that we could comprehend on the phone was very trying.

5. In April of 2007, the unit would not hold a charge. Again, after many trying phone calls and the costly replacement of a new battery and again another adapter, the unit had to be returned to Dell, and we finally received authorization. Please reference attached work order. The unit was returned.

6. About a month ago, the problem reappeared. I try to explain this in an email to your customer service to no satisfaction. I tried to call but I do not have the time to hold on forever to your customer service lines. Waiting times of at least 15 minutes. Doesn’t indicate a good thing. That many problems!
7. I took the unit to a local Circuit City. Lo and behold there were four other Dell Laptops experiencing the same problem. The Firedogs checked out my unit. It was determined that it is an inherent problem. The same exact problem as before.

8. I phoned your customer service today. To no avail they won’t replace the unit because the warranty expired 9/30.07. I became very angry and tried to explain to this robotic person on the other end…that the problem is inherent and the same as in May. It was never repaired properly. He “David” very insultingly tried to convince that parts don’t go bad in 6 months. Baloney! It was probably a refurbished part in the first place! New Jersey Lemon Law applies to products as well as cars.

9. I asked to speak to his supervisor and all he could repeat was that the unit was not under warranty. I know that and if the problem had originally happened after the expired warranty there would not have been a problem now. I just would never replace it with another Dell.

10. “David” informed he that there is no one higher than him. I laughed and asked if he was Mr. Dell. I asked for the corporate office…he informed than that there weren’t any. Imagine that!

11. He said he would have the “executive office” phone me. I almost believe that!

Needless to say, I am frustrated, disgusted and want the unit replaced.

Everything that you list on your customer commitment has been totally negated. It is most unfortunate that I know at least ten people that have had the same problems with Dell units, customer service and satisfaction.

I would apologize for contacting you personally but I can’t. It is very hard to communicate with people (your customer service) whose verbal skills do not meet the standards of Americans.

Thanking you in advance for your time and consideration to this matter.

Yours truly,

Judy Perrone

Attachments

CC: Consumer Complaints
Dell Executives, et al.

ComplaintsBoard
V
12:00 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Dell defective tv, poor service

Dell inc.
www.dell.com
Dell 42"plasma tv

Dell (who knows where they are located, the customer reps are not allowed to tell you what country they are in).

In november of 2005, we purchased a dell 42" plasma tv through the dell website. Almost two months ago, and 7 months out of warranty, we started getting a horizontal line through the tv. It would come and go, so my husband tried running the conditioning on the tv. The horizontal line is now there all of the time, and has recently brought a friend with it. Now we have two horizontal lines that are there every time we turn on the tv. We contacted the dell forum moderator who had us do a lot of unplugging, and resets, ect.. On the tv. Nothing helped. He then advised us that we were out of warranty and that we should contact the "out of warranty" department. I did so. They said that for a meer $2199.00 we could send them our tv and they would send us a refurbished replacement with a 90 day warranty. The other option was for them to give me the number of the only company that would repair it, but I have learned that the cost to repair it is more than buying a new one. Ooooohhhhhh, how kind of them. I could buy a brand new plasma with a full one year warranty for that much money. So I asked for the address to the home office so that I could complain in writing, but the rep offered to transfer me to the real "out of warranty" department where they could allow me to speak to a manager. The manager was going into a meeting so I was told I would receive a call back in about an hour. 5 days later, I got a call from praveen (at least he uses his real name. Most of their customer reps use fake american names because they think americans are too stupid to know how to pronounce their real names). Praveen told me that since we had purchased 3 laptops, 3 desktops, an lcd tv, and 2 desktops for our shop that we are very loyal customers and he would allow us to only pay $1299.00, return our tv, and they would send us a refurbished one with a 6 month warranty. Ooooohhhh, how kind. I do not blame praveen for this as he is just doing his job. I am very angry at dell. Dell knows that this is a constant problem with this particular plasma. Shame on you dell. You should stand behind your products better than this. We have been very loyal customers for several years. We put up with your customer service reps that are extremely hard to understand. We put up with your sales people who tell you your getting one finance deal and then when the paperwork comes through it isn't what they said when trying to make the sale. This issue, I will not put up with. You need to fix or replace my tv. A tv that cost almost $3000.00 should not break after 17 months. I would like to hear from the other people that have had this issue.

Read full review of Dell and 146 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
146 comments
Add a comment
E
E
ednell
Sykesville, US
Jun 01, 2015 8:32 am EDT

Someone applied for a loan to purchase 4 lap top computers from Del Financial Services using my SS # and my home addressw.

D
D
Dennis Cooper jr
, US
Nov 27, 2015 12:39 am EST

My Dell 4201 plasma screen just went blank. Still have sound but picture is out. Double and blue light is the same. Like every body else. This tv cost way to much for a company I chose ove hp and many others. I'm going to contact the BBB and see what they say. Class action law suit I'm ready to be placed on top of the list. The first sign of my screen having trouble the decision 1 rep gave me the same drag and to make matters worse he drop my call after about 20 minutes of transferring through several personnel as I insisted on them getting some to help me with my situation. So to all Dell product holders join us and come forth if Dell product has went bad and Dell told u they couldn't fix the problem.

Class Action Law Suit sign me up

P.S. If anyone know shop that will repair a tv like ours within reason please email me dee9ers@gmail.com
Also you can update me here if we have to petition this Action before the lawsuit goes in effect

L
L
LB!1!
Atlanta, US
Apr 04, 2013 5:35 pm EDT

Our tv did the same thing a horizontal line through the screen at first the it wouldn't cut on nothing but the blue light then the horizontal line it would come and go finally someone broke in the house and tried to steal it when it was to heavy for them they threw the tv in the middle of the living room cracking the screen that was a blessing we have a new tv from LG this time and I will never buy a Dell tv again

A
A
Annakin
Gill, US
Mar 15, 2013 7:57 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

This may be coming in late to this convo, but I've had my Dell 42" plasma TV for 8 years with nary a problem ... until yesterday. We got home from being away for 4 months and ... well, you know the story. Black screen, sound ok, blue light on, sometimes the scratchy colored vertical smears down the entire screen. After turning it off and on numerous times, I got it to work long enough to access the menu and use the recondition (clean) feature. I ran it for an hour and a half ... it blinked a few times at the beginning, but then stopped acting up. As of now it's been on for several hours with no problem. I also have a fan that I have aimed at the TV. Here's hoping! Will write again if the problem recurs.

N
N
Nevada-Brad
Carson City, US
Nov 06, 2012 12:44 pm EST
Verified customer This comment was posted by a verified customer. Learn more

As a follow on my ailing Dell 42" TV. Since my TV sits on an open pedestal I places a medium sized house hold fan behind it. This has seem to solved the over heating issue, since doing this I have not had the TV loose the button half of the picture. But when it does and the fan is off. I turn the TV off, and start up the fan and after a few minutes the set is operational once again. I always figured it was an heat thing, since you could us the set and the heat coming from it to heat a small room.. Still sucks, have to listen to that low growl of the fan.

F
F
fmayen
hartland, US
Nov 04, 2012 5:11 pm EST

I have owned my dell 42 inch tv since 2005 and it works very well still and never had any big problems or repairs with it. Only thing that happened is the power button broke everything else that everyone is talking about is unheard of for me. Since all the new technology out now its a good bedroom tv

B
B
Boats247
Sioux Falls, US
Sep 03, 2012 7:50 am EDT

I have the 42" plasma TV also. I bought the extended warranty with mine and had troubles right away so they sent me a refurbished TV not a new one like I ordered at first!.After having this TV for about 6mo. It died on me so they sent out another refurbished one. All because I had the extended warranty!. When that warranty ran out I extended it again knowing all the problems I had so far. Well about 9mo. later guess what? another flame out ! so they sent me another refurbished TV .Well now that the extended warranty ran out I'm having the same problems again! Now I'm on my own! .Wouldn't you think that after 4 TVs with the same kind of problems Dell would do something? They won't so save your call to them all you do is speak to some foreigner that gives you the run around. I did find a article on the web that said if you bang on the TV in the upper and lower corners this sometimes helps. So I thought I might as well give it a try! it's the old American way right, just like the movie Apollo 13 ! I have done this a couple of times and now its working! I'm keeping my fingers crossed anyway! You would think if Dell wanted to take care of their loyal customers They would do something about this and go after the manufacturers that made these sets for Dell. After all Michael Dell were the ones that made you a multi millionaire. This Co. reminds me of the Berny Ma doff pongee scheme only it's a Dell pongee scheme. And we all have to pay! While they count their $$$$$$$$

N
N
Nevada-Brad
Carson City, US
Aug 27, 2012 5:19 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

The Dell W4201C, has been an issue with my family since purchase. Within the first year under warranty they replaced it due to the HD portion of the unit failed. Now after being in storage for about two years . We unpacked it and after a few days it started with the bottom half of the screen going black... Dell shame on you for such a poor product... You too can fall because of your lack of product performance. Just a note: the tv we replaced was a twenty year old RCA console ... I do think a class action would be great...

D
D
Dell took my money
Gautier, US
Oct 19, 2011 2:54 am EDT

I have the same issue, wow! First a line across the tv, then a delay when turned on then nothing! I called, and was referred to the out of warranty dept. to be told 260 just to check it out and 600-900 for shipping plus pay for parts. ANYONE THAT STARTS A LAWSUITE P L E A S E CONTACT ME! (peachesluv4@yahoo.com)

H
H
homerr-1
Scranton, US
Jul 28, 2011 10:02 am EDT

dell tv's suck run, dont walk away from anyone trying to sell you a dell tv. they DO NOT stand behind thier products, and you WILL be sorry if you buy one..

ComplaintsBoard
S
12:00 am EDT

Dell refuse to stand behind their product

I purchased a Dell computer in March of 2006. By Aug. it was already starting to give problems. I was calling tech support about every 2-3 weeks, until finally they said they would send me a "new" processor. It was not "new". When I opened the box there was a small orange sticker stating that the processor contained repaired, refurbished, or previously used parts. By now the warranty had expired. But this other processor broke down quicker than the first one. First the hard drive, then the modem and cd burner in quick succession. I have talked to customer care 4 or 5 times and have emailed them so many times I lost count. They refuse to stand behind their product. Their response is always the same "the warranty has expired and there is nothing we can do" It doesn't seem to matter that the computer went bad long before the warranty expired. This computer isn't even paid for yet ( I still owe 800.00). I have been disabled for a very long time and had hoped to use this computer to find some kind of work I could do from home. Thank you for listening.

Read full review of Dell
Hide full review
ComplaintsBoard
K
12:00 am EDT

Dell dell hell still true!

Dell canada

I have not, as yet, been able to have dell and dell financial services properly deal with the issues happening to my account.

I have below a timeline of events that have transpired:

Feb 2007 ordered computer system from dell

19 march 2007 contract arrived from dfs

21-23 march 2007 parts of system arrive

27 marcy 2007 system arrived from dell - did not work

28 march 2007 called dell, spoke to ann, received the following dps numbers for returning system:
Xxxxxx044
Xxxxxx337
Xxxxxx659

28 march 2007 called dell financial - informed them I did not accept terms of contract & that system was being returned to dell

30 march 2007 system returned to dell - picked up by ups - everything packed in one box to save dell shipping charges

04 may 2007 received letter dated 25 april 2007 from dell financial services (Dfs) stating that I owed $101.80 - spoke with dfs who stated that one item from system hadn't been credited to my account & that they could do nothing to help me - had to speak with dell and have them credit my account.

04 may 2007 called dell - customer service agent told me that one dps ([protected]) hadn't been processed. Told me it would be fixed within 5 business days, alternative solution would be for me to pay for item, then wait to be credited. I told dell I would not pay for anything I had returned to them. Given case #xxxxxx121

05 june 2007 received letter dated 25 may 2007 from dfs stating I now owed $103.00. Called dfs - still not credited - can't help me, must go through dell.

05 june 2007 called dell, spoke first with adam, then when he couldn't help me, asked to speak to supervisor. Eventually transferred to shane, supervisor, who told me the keyboard was the issue, and had not been credited. Gave me new case #, xxxxxx867. Told me he would put in credit template for me, at which point phone was cut off. Called back, placed on hold, eventually told he would call me back.

05 june 2007 sent letter to dell, detailing problems to date. Haven't had a response to letter.

07 june 2007 dell called back. Customer service was rude, kept asking me the same question I have answered since the beginning - "did I return the keyboard?" eventually told me they'd look into problem, then hung up.

09 july 2007 received letter from dfs - I now owe $104.15. Called dfs, spoke with sue, unable to help - up to dell. Still haven't received credit.

09 july 2007 called dell - spoke with nicki, who told me she would escalate info dfs. Says they credited in april 2007, then told me the system showed a credit went through on 08 july 2007. She then called dfs while I waited on hold, then told me an investigation had been started on

08 july 2007, not a credit as previously stated. Supposedly a credit would be issued when investigation completed. I asked to speak to supervisor, eventually transferred to mike. He told me a credit was issued in april, and would escalate to head office, and would call tomorrow. I asked to speak to his supervisor, as I was now being given yet another version of what was happening. He refused to let me speak to his supervisor, stating he wouldn't waste their time since he had taken care of the problem, and it would all be solved within the next 3 days. When I insisted on speaking to his supervisor, he hung up on me.

08 august 2007 received call from sue at dfs wanting payment. I informed her that as far as I am concerned, I owe dell nothing, and that dell could go to hell as far as I was concerned. She told me she would put that quote in her notes - I told her to go right ahead.

08 august 2007 called dell, spoke to helen. She read notes on the file, then told me she would transfer my call to mike, as he was the one handling the problem. After 15 minutes on hold, she came back online to tell me mike was on lunch, and he would call me back after his lunch was finished. I asked when I could expect that call, and was told he would definitely call me back that afternoon. I asked if he didn't call, was there another number I could reach him at - was told no - just customer service.

09 august 2007 I have not heard from dell. No returned phone call.

At this point I am truly unable to fathom the behavior of the customer service staff at dell. I have repeatedly been left on hold for lengthy periods of time. I have been told to "just pay" and be credited later - which is not going to happen, as I have now seen how well their crediting system works. I have been treated extremely rudely, to the point that one of your supervisors, mike, actually hung up on me, rather than "let" me talk to his supervisor, when clearly the problem was not, and has not been, solved at his level. I am still waiting for this same mike to return my call from yesterday, after being told "for sure" he would call me back that afternoon.

Dell hell is definitely the right name for it. Never again. I bought a mac. Works great.

Read full review of Dell and 5 comments
Hide full review
5 comments
Add a comment
D
D
DON'T BUY DELL
Vancouver, CA
Jan 15, 2011 8:59 am EST

Ordered a Dell XPS on Jan. 7 but the next day decided to add another option. Phoned Dell Canada and was told original order had to be cancelled first. Waited for an hour for a call-back to be told order was cancelled. Discussed new options with rep and then put on hold. Then told again I would be called back in an hour. No one ever returned call. This was on a Friday. On Monday I receive an email saying the order for a new laptop was processed and would be delivered by months end. I emailed Dell back to tell them to cancel the order as I had some questions for the rep that were never answered and had never finalized the order. A few days go by and still no reply. I presumed the order was cancelled until today when Purolator delivered an external hard drive from Dell as part of my order. (free 1TB Clickfree HD).

I sent the package back and then phoned Dell to find out what the status of my order was and why it wasn't cancelled. This rep didn't know why the order was still active but apologized and cancelled the laptop delivery and financial agreement I had with them. She said I would get an email confirmation. Instead I get another confirmation that my order was processed and scheduled to be delivered Jan. 31. This from the same idiot I spoke to originally to put a stop on the order. The only difference this time was that the order number was changed. I replied that the order is to be cancelled (for the 3rd time!) and that I would never deal with Dell because of [censor]s like him working for the company. I don't care how good their computers are. Customer service is a complete sham. I'll buy locally from a dealer who hopefully has a better grasp of the English language. I'm also contacting my bank to insure Dell doesn't attempt to defraud me. Dell Bangalore sucks!

S
S
studmuffin589
Oakville, CA
Dec 03, 2009 11:24 am EST
Verified customer This comment was posted by a verified customer. Learn more

Yeah, I totally agree to what all of you have been saying regarding Dell Canada's poor customer service and technical support. I solidly recommend that everyone avoid this company like the plague and take their business elsewhere!

I placed my order over a month ago and it still hasn't arrived. They never responded at all to two separate emails that I sent. And when I phoned last week, they couldn't tell me at all when the item was actually going to ship. This company has no idea at all how to properly treat customers, and they have gone steadily downhill over the past year. They also have a tendency to bounce you around from one person to the next while you wait for a long time on the other end of the phone. Well, the good news is that today I finally cancelled my order. Never again Dell, never again. You have lost my business for good.

T
T
thruwithdellhell
Vancouver, CA
Dec 02, 2009 3:20 pm EST

Had purchased Dell product for years, first time I decided to go direct instead of through a local reseller. 6 week wait time, so called and cancelled and told it was cancelled. Never saw computers but got billed for them, now fighting my way through that process. At this point I have to ask when was the last time I saw a company with 19 different phone numbers and people who constantly claim its not their department and then send you somewhere else oh yeah RIP OFF / SCAM artists. You know the type stealing money from little old ladies.

do your self a favour NEVER BUY FROM DELL !

J
J
JaMan
Winnipeg, CA
Nov 28, 2009 9:29 am EST

DELL has HORRIFIC CUSTOMER SERVICE. DO NOT BUY FROM DELL. I UNDERSTAND THEY MAKE DECENT COMPUTERS BUT IF YOU ARE LOOKING TO DEAL WITH YOUR BUSINESS NEEDS, DELL CANADA IS NOT A VIABLE SOLUTION.
I totally agree with this person's view of Dell Financial Services Canada, although I would be more likely to reflect on them more in the term of "DOWN RIGHT THIEVING, DISRESTPECTFUL SCAM ARTESTS" with no business ethics, and should be banned from operating in Canada. My advice to all: DO NOT USE THIS SERVICE no matter how good the deal sounds. You will regret it

N
N
Nicola
,
Sep 12, 2007 12:06 pm EDT

Laughing my ### off. Just hung of from dell, waiting 10 days for them to "process" a return for an item they never delivered. Rude SOB on the phone, telling me they will call me back with the information, 4 separate calls over the the past 10 days still no information. I ordered this more than a month ago. He's telling me it's my fault because I should called and had the missing item redelievered. Never again will i buy anything from this company, and I am telling everyone I know .

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Dell contacts

Phone numbers

1800 285 1653 1300 655 533 More phone numbers

Website

www.dell.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Dell?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Dell Customer Service. Initial Dell complaints should be directed to their team directly. You can find contact details for Dell above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Dell. Discuss the issues you have had with Dell and work with their customer service team to find a resolution.