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2.2 573 Reviews

Dell Complaints Summary

156 Resolved
409 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.
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Dell reviews & complaints 573

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M
3:57 am EDT

Dell defective items, difficulty to get exchange

Further to my online purchase (May 14th 2008, order number: [protected]) with Dell USA sales representatives : Justin Diggs, [protected]@Dell.com, [protected] x 2166450) of 2 Quadcore 2350 AMD Opterons 2.0 Ghz, I received my order packed in a plain box with AMD opteron technical brochure inside. The items NEVER worked. Testing with a dual core Opteron 21xx and another Quad core Opteron 23xx stepping B3 revealed the AMD Opterons I purchased were dead on arrival .

On Dell website, I found about "Missing, Wrong, Damaged or Lost item request" that Dell's warranty extend within 21 days of the invoice/ shipping, so in order to resolve your issue, you must contact the manufacturer of the damaged item (dixit Dell link ==> https://support.dell.com/support/topics/global.aspx/support/dellcare/en/damaged_steps?c=us&cs=19&l=en&reqtype=damaged&s=dhs&branded=no). The manufacturer is AMD and their policy works only with boxed items which is not my case since the AMD Opteron was shipped by Dell in plain boxes.

I wasted ten days with Dell Customer Care and Technical support based in India and they shop me around (to date I've talked to at least 12 to 15 persons) not being able to tell how they will exchange the defective components.

AMD Opterons sold by AMD have a three year warranty. Same AMD Opterons sold by Dell must have at least a one-year warranty.

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10:05 am EDT
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Dell credit reporting

I have been a Dell Business and personal account holder for over three years now.

My Business account with Dell Financial Services has always had a credit limit of $10k. The highest balance I have ever had on this account was $4k. I have always made at least minimum payments on this account with NO LATE PAYMENTS.

Yet, I noted two billing cycles ago that my credit limit had been reduced to my current balance. On the current bill, DFS shows that, although I have continued to pay the minimums on time, that I am now "over my credit limit as adjusted based on my credit report."

I was told I should contact the credit reporting agency. After much frustration on the phone with someone who spoke broken English, I am at my wits end.

Although I NEVER exceeded my credit balance, have not had any new charges in months, and have always paid on time, DFS is now reporting me as "above my credit limit."

I will NEVER buy another Dell product. Closing and paying off these two accounts.

Be VERY CAREFUL in dealing with DFS (Dell Financial Services)...they are up to no good!

Travis

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davisdev
Oklahoma City, US
May 07, 2013 10:34 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Agreed! Dell refuses to remove derogatory information from my credit report, even after my paycheck was garnished for $800 per month for four months and paid in full (via judgement) on April 27, 2012.

All three credit reporting agencies show an unpaid balance of $2713 owed to Dell, which they incorrectly reported as a charge off that was written off. For example, the Experian report reads, Status: Account charged off. $2, 713 written off.

This is not an outstanding debt! I paid Dell back every penny owed, via garnishment, plus attorney fees, and they refuse to honor my repeated requested to remove this damaging information from my credit reports.

Do not do business with Dell, Dell Financial Services or WebBank/DFS...Ever!

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5:03 am EDT
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Dell false advertising

On May 18, 2008, I placed an online order for a Dell XPS 630i. Having read numerous reviews both from Dell's 630i sales webpage, and third-party review sites, I believed I was investing in a high-quality gaming PC, backed by what I then understood to be Dell's reputation for quality that I had experienced in the past with a used Dimension 4700 desktop system obtained from eBay.

What I received looked good and at first seemed to perform well, until I began to discover that underneath the hood (and even outside it) Dell has been anything but honest with myself and their 630i customer base. For months now, Dell's own Community Forums have been inundated with frustration, complaints and questions from users who are finding out from their own experience--and research from fellow customers--that Dell not only misled them in what they saw in ads and understood the 630i offered, but were blatantly lied to. Repeatedly.

How did this happen? On the surface, customers are shown ads that tout the 630i as an "epic gaming rig" with two PCI-E 2.0 x16 (16 lane) slots, capable of certified Enthusiast System Architecture (ESA) control over case fans, LEDs, and overclocking by the user, and allowing either Nvidia's SLI-Ready memory in dual graphics mode, or ATI's CrossFire dual graphics mode. Added to this, LightFX 2.0 was proudly promised as user-definable "lightshow software" which would allow the user to further enhance and enjoy the externally mounted multi-colored LEDs existing in four places on the 630i's case, syncing with action in games and the tunes of their favorite music.

What many customers have learned after the fact, is that none of this is as it was advertised. The motherboard, an Nvidia nForce 650i SLI, has been modified by Dell, irreversibly limiting both PCI-E 2.0 x16 (16 lane) slots to 8 lanes instead of giving the user the choice of leaving one at the full 16 lanes; ESA control support is problematic due to the fact that the motherboard is not ESA-certified and an input/output circuit board has been added in an attempt to provide this certification, and SLI-Ready memory is not supported, despite an extensive option for it appearing in the 630i system BIOS. They discover that ATI CrossFire support is tied to Dell's 32-bit Vista driver software, preventing them from using Windows XP in this mode, or even 64-bit versions of Windows Vista. They are also told�after the fact--by Anne Camden of Dell Corporate Communications that a cut-down version of LightFX 2.0 will be released in the summer of 2008, then a little later that it couldn't possibly run on the 630i's hardware, to the truth that LightFX 2.0 simply does not exist and has been discontinued altogether, with no apology offered or attempt whatsoever to deliver any form of these promised capabilities.

Despite ongoing customer frustration at having been both misled and lied to through false advertising, case fans and LEDs that cannot be controlled accurately, and multiple beta versions of ESA software that fail to address these problems that shouldn't have existed to begin with, Dell refuses to admit any wrongdoing, and insists that customers should have "read the service manual" before buying to get the real facts about what the 630i contained. Dell continues to advertise what it doesn't deliver, shipping systems that often end up failing on arrival, and being added to a growing list of unwanted systems turned around and �recycled' back on their website for sale. Dell openly tells customers that they will "change the sales page to reflect the data in the manual", after their actions are called into question. Hardware problems such as the ever-blinking hard disk drive LED are identified and acknowledged by Dell, but remain unresolved, with no commitment as to when�or if-- it will ever be corrected. To add insult to injury, poorly trained XPS Desktop staff (publicized as being well-trained and capable in the technical aspects of the 630i), have given irrelevant and technically incorrect advice to customers, and/or simply read back sections of the user manual to customers.

It has quickly become apparent that the ongoing issues with the 630i are clear indications of much deeper and insidious business practices taking place within Dell's walls. Indeed, customers of the XPS 700 model desktop system became aware of this when they ran into similar issues with their system. However, instead of simply turning a blind eye to Dell's deceit, they insisted that Dell make amends for it, which after a year of wrangling, Dell finally did by providing a replacement motherboard capable of the very features Dell so proudly advertised from day one.

Despite Dell's minimal attempts at placating a slew of angry customers, what has remained is their failure to address the root of their business practices, making it all too easy to call into question the concern that upper management (including Michael Dell himself) chooses to continue ignoring�or finally address�what is, and will continue to be, a growing problem for Dell.

The only way Dell can resolve the problems with the 630i and make amends to their customers, is to provide all three of the following resolutions to all 630i owners:

� At Dell's full expense (and with no expense to the customer, including on-site service by a qualified technician), replace the 650i SLI motherboard with a new, unmodified and 100% genuine�and fully ESA certified--Nvidia nForce SLI motherboard, such as offered by the 680i SLI on up into the nForce 7xx series. These motherboards offer the features that Dell has clearly advertised, yet failed to deliver in their false and misleading ads for the 630i systems.

� Include LightFX software already present in the original LightFX/QuickSet software (already in use by other Dell XPS systems running on ESA-certified boards) as part of the reparations.

� If no software fix for the constantly blinking hard disk drive light is found, then Dell should provide and install on-site (again, without charge to the customer) a hardware-fixed front control panel board as described by Dell engineer Patrick Desbois.

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Computer Guy
,
Sep 05, 2008 10:48 am EDT

This is why you just build your own... -.-
If you knew enough about the 650i chipset, then you knew enough to build your own...
You also should have known it was false advertising when they said it was SLI and Crossfire capable... No motherboard on earth does that!

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dan gresko
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Jul 18, 2008 10:54 pm EDT

so whats being done?

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2:20 am EDT
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Dell my terrible experience

I ordered a TV from Dell Store on line, they said they couldn't deliver it on time, they were out of stock. I could cancel the order or wait. I immediately cancelled the order. Within twenty minutes they confirmed my cancellation with an email. A week later a local shipping company called to say the TV was in town, when could they deliver. I was out of town for a month, I had cancelled the order, no one was home to receive it. I told them to send it back. For six months I received harassing phone calls twice a day, 7 days a week from Bombay India, telling me I owed for the TV. I explained to them 100 times what happened, wrote letters to main office in Texas regular. They promised to stop the calls and straighten out their mess, they never did. After 5 months I got a letter saying I didn't owe anything but $191.00 in sales tax! Then they increased the phone calls for the tax on something I didn't buy. The people in Bombay have no authority, they are like robots, you explain you didn't buy anything, they say yes, and start their pre-programmed spiel all over again. Zombies. Never buy anything from Dell Financial!

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J
7:09 am EDT

Dell please speak english

This is not so much a complaint as it is a tip for those trying to deal with tech support in India. First of all, I have had some very good tech experiences with Dell in the past. Since they moved tech support to India, it has all gone down hill. The representatives are reading from a screen and most do not really understand computers well. One of the biggest problems is that you can't understand them.

However, this is easy to solve. Tell them you want to talk to someone who speaks English and they will transfer you to support here in the United States. Many of these folks know what they are doing. Hope this helps someone.

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Rod T
,
Oct 29, 2008 7:27 pm EDT

I had the same problem with Dell. I was asked to give them my service tag number and when they saw that it was still in service. I asked do I was to pay an extra $18.00 to speak with an American? Dell is a rip off computer company and if all people stop buying their crap computer they will go out of business. To make matter worse, when then sent me the replacement part it was recondition. That means someone else had this HD and they think its ok to send it out. Now when you buy a new Dell they will ask you do you want extra or extended service for the product, but when you call you will someone from India.

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K
8:26 am EDT

Dell terrible customer service

I recently ordered a TV through the Dell website. The first incident was that the TV was delayed for over a week. I returned to the website to check the status of my order, and it had been canceled by the Financial Services Dept. I was not notified that the order had been canceled. Had I not looked up the order I would still be expecting the TV to arrive. I spoke to 11 people, none of which I could understand because of their very thick accents. I was told that I needed to verify my identity six times. I supplied my SSN about 30 times. I got two people that read me a huge "form letter" about identity theft and said that they could not verify my identity and that my order was canceled due to that. One rep assured me that he had removed the "block" on my account and I could then re-order the TV. That was not the case. I spent about 2 hours on the phone about this. Now, they have suspended my Dell sign on, so that I can't even access anything online, not even contact phone numbers. I am so frustrated!

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CocoBengi
Hinesville, US
Jun 11, 2014 8:36 am EDT

I am having the same problem with DFS...Last week I was approved with a line of credit..but once I was transfer to the verification department this is when my trouble started..They could verify my identity and as of today I am still waiting for my order to process...my order is still on hold ..I call the credit bureau DFS ran an inquiry on me...I told DFS I can fax or scan a copy of my driver's license they said no...have anyone received the letter yet explaining the instruction to get this issue solve. I want my order to process

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Jim S.
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Oct 27, 2008 10:10 am EDT

I agree. I don't understand how this company gets away with everything they do. If you try to call their customer service about anything, and you are even lucky enough to get someone that you actually understand, they will literally lie to you and tell you that there is no problem and that the order will be shipped, only to be disappointed when you check your order status and it states: DELAYED or CANCELED. And if you try to call the financial department, they can't even give you a REASON for the hold that was put on your account. One lady even told me that it is random. Why should I be punished for trying to use my OWN IDENTITY. Still waiting on this "letter." I also see that someone had the similar problem where they didn't even TELL ME that the order was canceled. I had to log on to check the status only to find it so. This company is ridiculous and would be better off run by 5th graders. Does anyone else have that helpess feeling when you call Dell like NO ONE CAN HELP YOU?

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Jay
Fort Leonard Wood, US
Sep 18, 2008 2:11 pm EDT

I recently placed an order totaling 6k through Alienware I now find out part of dell or at least their titanium account is through dell financial. Was told order was on hold waiting id verification. To be honest I hate Dell with a passion. I have an XPS M140 laptop and my wife a desktop once out of warranty they are completely useless and a pain took me 3 weeks to get one set of recovery disks mailed out even after I told them I had no problem paying for them. So here I am having to deal with them again. I check my most recent order and found that it was in verification. 2 days later it was still in verification. So I called and was told that they had sent a letter and that I would have to wait for the letter to arrive before they could proceed with building and shipping my new computers. I have been waiting 3 days now. I googled the verification process to see if I could find out more about it and how it works to try and speed things up once the letter arrives. from what I have found if Myself and my wife didn’t love the new computers so much I would just cancel the order. Truth be known I would have canceled it for no other reason then that dell was involved. How they are remaining in business is beyond me at this point. I'll repost once I receive my letter hopefully in 2 or 3 days and I was told it should take no more then 5 to 7 days to arrive.

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Adolfo
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Sep 17, 2008 2:09 am EDT

yep! nothing new! They've done the same to me several times. I just found out about 30 minutes that they canceled yet another order. Yet, I've bought & received 2 laptops from them in the past 3 weeks. This was the 3rd one & it got canceled for no apparent reason.

On one occasion they canceled it because of the payment method, so this last order i paid through one of credit cards, no go. On another occasion they told me it was because of verification. Mind you, this after I've purchased & received merchandise at a cost of about $10, 000 in less than a year. Yet, they still feel the need to verify my identity. It's ridiculous. I for one have had enough. I won't be purchasing anymore Dells for myself or clients. And I won't be recommending them to friends or family either.

I'm so upset by the way they treat loyal customers that I am also going to be filing a complaint with the BBB.

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David Davis
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Sep 11, 2008 1:43 pm EDT

I understand your frustration. I am going through the same problem with Dell. I had orederd a TV and some other stuff only to have my order canceled. I called the verification dept and they were not able to verify my identity. They said a letter was mailed out with instructions on how to release the hold from my account. It has been a week and no letter yet. I hope I get something soon. I will let you know the outcome.

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5:06 pm EDT

Dell don't buy dell trash!

I purchased a DELL Dimension computer and within the first 6 months, it crashed and would only start in “safe mode”. This issue started when I was sent an automatic update which ended up being incompatible with my driver. It crashed the computer, corrupted the driver and the video card. When I called customer service (which is located in INDIA) I was told numerous times by different “Executive Support Revolver’s” that the issue was due to a Virus that I was responsible for downloading and that it wasn’t covered under my warranty. I was told that I would have to do a complete system restore and would loose all of my valuable programs I paid good money for, along with everything I had saved unless I paid them to help me remove my pictures and documents to an external hard drive. I just did not feel comfortable doing this, so I continued calling in hopes that I would get a service technician who actually knew what they where doing and could help me. A year had gone by with no such luck, but finally in my persistent attempts I reached a representative who finally figured out that it had been an automatic update sent to my computer and NOT a virus that had caused such a massive problem. I then spent a total of 3 days on the phone with this technician, for 3-4 hours a DAY, totaling now an average of 25 hours of my time spent resolving and troubleshooting in order to fix the problem. They then sent a technician to my home who replaced the video card and now my computer is working again.

However, in the YEAR that my computer was broken, I lost a year of my extended warranty that I PAID for and also in that time, my anti-virus program expired, leaving me to have to purchase a new $60 program. And good thing I didn’t listen and trusted my instincts because if I had listened to them, I would have had to replace thousands of dollars worth of programs because of Dell’s mistake.

I have been on the phone with supposed “supervisors” asking that they simply extend my warranty for the year that these issues have stolen off of my paid warranty but have been told that they can not do this.

I should have researched better before purchasing this piece of $%*T because I now see that I am NOT alone and my “little” problem pales in comparison to the MANY MANY MANY MANY MANY AAAAAAANY other people who have had WAY WORSE experiences with DELL. I would not recommend a DELL to ANYONE and wish I would have gone with an APPLE!

This SCAM company should NOT be in business and more media attention should be brought to the public about how shading DELL is.

To see more of what I am talking about, Google “Dell Complaints” ….

Where is DATELINE NBC and 20/20 when you need them!?!?

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12:31 pm EDT

Dell they are crooks

I have been trying to get someone at dell to listen to me I even had the supervisor on the phone and she would not listen to me at all. They have been calling my home everyday for 17.00 that I guess I was short due to a late fee which is 35.00. I stated out with my computer only being about 900.00 but now seem to owe them 1878.00 which my credit line was only 1500.00, I would go online and pay my bill on the day it was due and they would hold it for 3 days then charge me a late fee so I started sending them the money by the 5th of the month for a couple months when it was not due till the 13th and they would say it was late and charge me a late fee and I even had proof they had it on the 5th. Dealing with these people has been a battle and how can they get away with treating people the way they do? No wonder people can't get them paid off if they can get away with charging so many late fees when they have the money already in hand and such high interest rates.

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Leanne Arons
Brooklyn Center, US
Jan 27, 2014 12:20 am EST

I had an experience with them too where if I sent in a payment too early they would credit it to the previous month as extra towards principle, then count the next payment as late and charge a late fee. I had my payments set up on auto pay and wasn't paying attention for a long time. I was shocked one day when I checked in on the account thinking it should be paid off soon and instead found that I owed almost $3000 on a $1500 computer due to all of their fees! And they had gotten a payment from me every 30 days for years! Their actions should be criminal.

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9:50 pm EDT

Dell fraud and cheating!

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. Apparently 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.

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Dell Financial service
, US
Dec 14, 2008 12:49 am EST

I fear anyone who has delt with dell in any way has fallen pray to a world wide bunch of crooks, especially their Financial service. They harass me daily with up to 6 Plus calls. I have complained to Dell Customer Support, nothing happened, .It's evident that the entire DELL COMPANY is involved in their customer deceit and outright theft of costumer money. we musta get involved in a way to get a cusumer complaint suit against dell and it's execuives...

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Anita
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Dec 01, 2008 1:16 pm EST

I have had a business lease with dell financial since 2005 and last year I signed up for 4 additional computers, this has been nothing short of a nightmare. They have progressively gotten to the point that I need to make additional time daily just to speak to someone. They call my front desk so often to remind me that the payment will become due within several days and to avoid any late charges would I like to make the payment today .Now occasionally a courtesy call would be acceptable but this happens each and every month before the due date and they do not call once but they call 3 or 4 times a day till they speak to me. I am trying to run a business here and you will get your payment the same as every month and it would be a god send to have someone speak english or at least to were I could understand them.Now one of my computers lease can be bought out for a mere $587.00 for a 2005 model geez that sounds like a deal, so I opted to return this computer this was on nov.18 they now told me that I would have to make the december payment(its not december) or have itback to them by nov 26 I stated that was not a problem I would overnight it, they stated that they would fax me the necessary paper work. so I waited and called and called and finally on the 26th I got the papers and overnighted the pkg got tracking numbers and followed instructions to the T only to be told I should not have sent it us postal. This is a nightmare company and if I can get out of my lease without having to mortgage my business I will in a minute stay away unless you have unlimited time to chit chat with someone and due to the fact that they remind you that they record your call I suggest you do the same not just with them but everyone this may eliminate some problems because they didnt like it when I recorded them.

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9:34 am EDT
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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.

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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].

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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.

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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.

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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.

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9:28 am EDT
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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!

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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.

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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.

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6:56 am EDT
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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!

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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!

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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.

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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.

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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

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7:37 am EST
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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]

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12:00 am EST
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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?

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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.

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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!

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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.

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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.

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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.

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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...

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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.

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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.

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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.

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,
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.

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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...

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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.

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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

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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.

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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.

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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?

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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.

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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...

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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.

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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.

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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

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Dell Customer Reviews Overview

Dell Technologies is a multinational computer technology company that offers a wide range of products and services. Their portfolio includes laptops, desktops, servers, storage solutions, and networking products. Additionally, Dell provides IT services, cloud solutions, and software for businesses and individual consumers. The company is known for its customizable computer systems and has a significant presence in the gaming industry through its Alienware brand. Dell's services aim to support the infrastructure of various IT environments.

Dell In-depth Review

In summary, Dell is a well-known company with a strong reputation in the technology industry. Their wide range of products, commitment to innovation, and customer service make them a competitive choice for consumers and businesses alike. While their pricing can be on the higher side, the quality and support often justify the cost. The website is user-friendly, and they show a dedication to environmental responsibility. Shipping and fulfillment services are reliable, and they offer a fair return policy. Dell's international reach and security measures are commendable, and they engage customers through loyalty programs and social media. Compared to competitors, Dell holds a strong market position with several unique advantages.

Company Overview

  1. History and Background
  2. Industry Standing and Reputation

Product Range

  1. Laptops and Desktops
  2. Servers and Networking
  3. Storage Solutions
  4. Electronics and Accessories

Innovation and Technology

  1. Research and Development Efforts
  2. Technological Advancements
  3. Patents and Proprietary Technologies

Customer Service

  1. Support Options (Chat, Email, Phone)
  2. Service Response Times
  3. Warranty and Repair Services
  4. Customer Feedback and Reviews

Pricing and Value for Money

  1. Product Pricing Comparison
  2. Financing Options
  3. Discounts and Promotional Offers

Website Usability

  1. Navigation and Layout
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  4. Account Management Features

Environmental and Social Responsibility

  1. Sustainability Practices
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  3. Certifications and Awards

Delivery and Fulfillment

  1. Shipping Options and Costs
  2. Packaging Quality
  3. Delivery Timeliness

Return Policy and Guarantees

  1. Return Process and Conditions
  2. Money-Back Guarantees
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User Experience and Satisfaction

  1. Customer Testimonials
  2. Case Studies
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Business Solutions and Services

  1. Enterprise Solutions
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International Reach

  1. Global Availability
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Security and Privacy

  1. Data Protection Measures
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Loyalty Programs and Customer Engagement

  1. Rewards Programs
  2. Community Forums and Support Networks
  3. Social Media Presence and Activity

Comparison with Competitors

  1. Market Position
  2. Competitive Advantages and Disadvantages
  3. Industry Benchmarks and Comparisons
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