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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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12:00 am EST
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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

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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.

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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.

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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.

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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

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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.

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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.

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12:00 am EST
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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.

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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...

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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 .

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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.

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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.

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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!

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CJB999
, GB
Jan 12, 2017 6:25 am EST
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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.

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CJB999
, GB
Jan 12, 2017 6:26 am EST
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Replying to comment of CJB999

'snort' = 'short'!

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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.

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ConnieLau
Montreal, CA
Jun 14, 2012 11:09 am EDT
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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.

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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.

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studmuffin589
Oakville, CA
Dec 03, 2009 11:22 am EST
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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.

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g123
, CA
Nov 21, 2009 10:05 am EST
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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.

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

unprofessional idots

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

waste idiots working there specially the team leader Behzaad habibi

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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.

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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.

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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!

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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.

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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.

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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.

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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

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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

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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.

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Nevada-Brad
Carson City, US
Nov 06, 2012 12:44 pm EST
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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.

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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

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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 $$$$$$$$

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Nevada-Brad
Carson City, US
Aug 27, 2012 5:19 pm EDT
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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...

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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)

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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..

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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.

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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.

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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!

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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.

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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 !

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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

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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 .

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12:00 am EDT

Dell the worst and most confusing mess ever!

WOW! The worst and most confusing mess ever!

Trying to wade your way through Dell Financial services and their web sights is like trying to wade through the Florida Everglades infested with crocodiles!

It is utterly appalling and totally shocking to me to find that the most advanced and what is considered the best computer producing company in most opinions can't find people to design a simple "easy" to access website. I think this website borders on criminal only in that it appears as a plan to make you give up on trying to find information and let your accounts go unpaid at which point they bombard you with all kinds of phone calls and additional charges.

Besides which I doubt I would ever buy another Dell. I have been a sworn Dell user but when I heard that they have teamed with Wall Mart I no longer have any desire to associate myself with a post Wal-Mart associated Dell Corporation. By supporting a post Wall Mart Associated Dell I feel I and anyone else who buys a Dell at Wal-Mart is supporting the further exportation of American jobs off shore.

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Prasoon Tiwari
,
Aug 23, 2008 10:13 pm EDT

I was cheated by Dell Financial Services for a part (Laptop Battery) that I ordered in May 2008. The customer service representative asked me to switch over to the Dell Financial Services asked me to open up a credit account to get a better deal. However, I did not receive the product and was charged for it. Also, I got a letter from Dell stating that I have a problem in my account for which the services have been declined. The Dell debt collection department kept on harassing me to pay back the money owned without spending time with me with respect to find out why I didn't receive the part. They kept on calling me with black calls from India. Finally, I decided to pay back the amount owned along with the penalty to get rid of Dell. I have been quite surprised to know that I am not unique here. NY state has filled a case against Dell for cheating customers by not providing them the promised services. I will not buy a product from this company any more.

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willie rogers
,
May 22, 2008 2:19 pm EDT

My complaint with Dell Computer Company and its DFS is iv been a credit customer for about 3 years in that 3 years they have increased my credit limit 4 times to about $3000. but when i called in to inquire about lowering my interest rate from 29% i was told my credit is not good enough. Maybe im slow but if my credit is good enough for me to get into more debt with you then it should be good enough to lower my interest.

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J
12:00 am EDT

Dell I will never do business with dfs or dell again!

Dell Financial Services (DFS) repeatedly and falsely accused me of failing to return a leased printer at the end of a business lease. Not only had I returned every piece of leased equipment by the deadline, but I had paid DFS more than $150(!) to come to my home office to pick up and ship my leased laptop and peripherals (including the printer in question), hoping this would ensure proper handling of the equipment and make the end of the lease go smoothly.

DFS should have arrived at my home office with a complete list of items to be returned, and they should have checked their list against what they picked up on March 15, 2007. They neglected to follow these simple and common-sense procedures, and in their unpreparedness and lack of attention to detail, they failed to properly account for the printer that they loaded onto their very own truck that day.

Although the situation has apparently finally been resolved in my favor, the entire fiasco – which resulted in DFS’s collections department hounding me with phone calls, something I've never experienced before and hope to never experience again – has left me with extremely low regard for DFS and Dell. (The collections department even called me on Memorial Day, a national holiday!) Despite my longtime (about 10 years) status as a Dell customer in good standing, DFS took it upon themselves to assume, before doing a thorough check of their records regarding their own handling of the return of my equipment, that I was intentionally violating my lease agreement. They treated me in an insulting, undignified and unfair manner.

I will never do business with DFS or Dell again, and neither, I believe, will any of the friends, family members, clients, and business associates with whom I will share this horror story.

Jeff Hirst

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DHM
, US
May 01, 2009 11:09 am EDT

DFS is just a terrible company to do business with. Our first problem began when they started a calling twice a day demanding an immediate telephone payment for one of our server leases. They claimed they had not received the check. I pointed out the check had been mailed to the Illinois center several days prior to the due date and they should have it. They asked me to prove that. I found the check posted in our bank account as having been paid the next day. When DFS called again I pointed out the check was posted and the funds had been deducted from our account. They demanded a copy of the check with the posting date stamps as proof. I could not comply as it was before scanned copies of checks were available from our bank. DFS continued to make daily calls demanding payment and added a late charge to our next invoice. When we received the check at the end of the month I found it had cleared our bank on the due date of the payment. It therefore must have cleared their bank prior to its due date. My complaints to their call center were meant with various excuses. Such as “I do not have the authority to delete a late charge” “You must talk to the credit department to repair your credit. I don’t have a number for them. I cannot transfer you as all the lines to the US are out” “The credit department never removes a late charge for any reason” This went on for quite a while. We finally paid the unwarranted late charge two years later at the end of the lease. The lesson learned? Don’t ever use DFS..Buy HP or IBM

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Linda
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Nov 17, 2008 12:49 pm EST

I just posted a comment about a problem I am having with DFS also. I also had problems with payments. Service is horrendous. I also asked to speak with a supervisor and was told that my concerns were not "deemed necessary" to bother a supervisor.

At the time, I was complaing about being charged a fee each time I made a telephone payment. I was never told. If I had been aware, you can bet I would not waste $10 each time I made the payment. I would have made checks out in advance and left them with someone to mail in case we were in hospital when payment came due. They added each $10 fee to the lease and charged interest on it.

I really do not think there are "supervisors" per se. It seems that many of these calls are from a 201 area code (New Jersey) and that they might be calling from their homes. I know I might be wrong, but am not thinking kindly of DFS and assume the worst. Sort of a cottage industry from another country. I also believe they often use fictitious names. (I just cannot imagine there are that many people with Irish or Anglican names but middle eastern accents.)

My current problem is a lease buy-out issue. I made my buyout payment last February and did not hear from DFS until this September. I was told I was late on my payment. I was a little confused and said I did not owe any payments. I learned, after many repeated questions that my buy-out payment was applied to an extended lease because, they claim, it was also late.

I mailed a check in February but it was not cleared until mid March. I found this interesting since DFS usually calls just minutes/hours after a payment is due . . . but took a month to apply this payment? Unfortuntately, I did not follow through on it, assuming it was finished and I could forget about DFS.

I did complain to BBB but was in hospital and unable to respond until after the alloted time. I am waiting for BBB to respond to my request for an extension. I was going to refuse the settlement offered by DFS as it was not fair.

I receive and average of 3-4 phone calls daily but they rarely leave messages and they even call late at night.

I am tired (exhausted) with this. I have called every number I can find . . . even left messages with sales about wanting to buy another computer (which was true at one point) They have NEVER returned my call. I have gone beyong being patient to being rude and indignant. This is not my nature and I resent being put in this position.

If anyone knows of a class action suit, I would love to jump on that wagon.

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Douglas Iavarone
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Jul 20, 2008 6:19 pm EDT

They suck. I have had 5 call today on Sunday from Dell Financial about a computer I finished paying for when I refinanced my mortgage. I had to pay them off ( 1500) as part of the deal. After 2 years they're saying they have no record of it and they want me to send them proof. I said I would but I want $ 175 per hour to do it because that's what I bill out for to my customers as a Accounting Software vendor. They said they couldn't so I told the to GFT.

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12:00 am EDT

Dell printer is trash!

What a farce - computer is great - printer is trash - like everyone else on the net this printer was working fine then suddenly "right cartridge incorrect" message appears and will not go away even with brand new £28 pound cartridges - think I'll take a sledgehammer to it in the garden and replace it with something where the cartridges are cheaper and the after sales service may possibly exist.

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Dell faulty cartridges

I don't mind Dell's insistence that one buy only their ink and only by delivery, but I've had several faulty cartridges, and if the faulty one is the last one in the house, one has to wait two days to get a new one. And, when I called to try to get tech help the technician took me through all the steps on their webpage that I had already tried multiple times. Only he took far longer as he studied and explained in a language that was probably not his first. I did get a free cartridge, but only after an hour and a half on the phone. Clearly not worth it. Next time I get another brand of printer, even though I like this 964.

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Dell defective notebok, deceitful practices!

We bought a Dell Inspiron 1501 Notebook . We ordered this over the phone and built with a representative extension # 795-8578. We ordered a specific chip in the computer the AMD Turion 64 x2 (Dual Core), this is not what we received. In the notebook we received a Turion 64. We have been trying to call Dell and get this corrected, as of right now I have been working on getting this resolved for the past 2 1/2 hours. First we were talking to someone that does not speak English, we were then transferred to Mark (had a bad connection) was disconnected I gave Mark my home phone number and he told me he would call us back, he never called back.

Then I called again and spoke to Mary, she transferred us and we waited for 45 minutes and we are now talking to Victoria.

What I think is that Dell is deceiving there customers and not putting in the parts that the consumer is
requesting, and switching them out. THIS IS DECEITFUL PRACTICE.

As a note when my husband ordered the computer Dell told us that they would send us a free digital camera as a gift, that as we have confirmed was never ordered or sent.

You see the x-mas commercials that are out for Dell that the gentleman is ordering a Dell for his daughter for college, but what you dont see in the commercial is all the hold time it took for him to get to speak to someone at Dell.

Dell is certainly wanting to take your money but to correct anything well then they dont want to be bothered.

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dell laptop
, IN
Jun 09, 2009 5:23 am EDT

i have dell laptop but one day light fell down at the earth.and my laptops inetrnet socket was damage so i want repair it

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Down with Dell
Arlington, US
Mar 04, 2010 7:59 pm EST

I agree completely that one should be very guarded about buying an Inspiron 1501 and a Dell for that matter. My inspiron 1501 is not yet three years old and I have already replaced the battery, cord and hard drive. Thank goodness I bought the warrenty. That would be my best advice for someone who buys a Dell, BUY AN EXTENDED WARRENTY. Although, my battery is going out again (system failure or another bad battery?) and Dell says that the warrenty does not apply to two batteries, but only one. Dell has made me a MAC guy.

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Debra Baseden
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Oct 23, 2007 3:56 am EDT

The Dell Inspiron is a piece of crap, PERIOD. Or maybe it's the Windows Vista. Can never predict when it will fall asleep; when you try to wake it up it takes forever to come to. Has to think about EVERYTHING. I spend so much time just WAITING. I have very little software on it; my utilities don't detect any viruses or bad software on it. An acquaintance of mine has the same laptop and complains about the same thing. We also have Macs in our house and I am so spoiled by their performance; still, I need a laptop for certain school assignments and programs. I recommend people just find something else.

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Dell - dell laptop - dell hell!

I ordered a laptop from Dell in June 1999, a few months before starting law school. Immediately, I noticed problems. It would stay on for more than a few minutes, applications weren't operating properly, etc. I called the same day I received it and repeatedly called at least once (up to four times) a day until November to complain. Dells' phone rep...

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Dell i'll think twice about another dell in the future!

I purchased my Dell XPS 200 Desktop about 6 months ago. Recently, I went on vacation for two weeks. The computer was not used at all during that time. When I returned, it would not boot up and gave me an error message that a Windows file was corrupt.

Dell support sent me the O/S disk - which did NOT come with the computer - something I was a bit disturbed about.

After waiting to receive the disk, support was unable to fix the problem. The ghost, original setting also did not work. And, I had to reformat the entire drive. I lost data and spent hours on the phone with them and loading everything again.

That was only a week ago from today.

Well, right now, the same computer is overheating. A strange smell comes out of it and then it shuts down. I contacted support and they will be sending a tech some time next week to check the fans and motherboard.

Needless to say, I am disappointed by Dell. Not by the service. But by the product. XPS is their top of the line? And in 6 months I've had two major problems already?

I know that I'll think twice about another Dell in the future.

Dell is getting too big - and is making their computers cheaply now. And the growing amount of complaints all over the media and the Internet confirm that fact.

Oh yeah and one more thing: Dell is an American company. I have nothing against anybody or foreigners at all. But why is it that when I contact Tech Support, I talk to somebody in India?

Keep our jobs here for crying out loud. We certainly need them.

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ripntear
Oklahoma City, US
Dec 20, 2011 7:41 am EST
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i have a dell xps 200 that would shut down after about 3 to 5 min. i removed the side cover and saw that the power supply fan had stopped spinning. i removed the power supply and took the fan out and replaced it with a new one and it runs great. windows 7 pro / 2.5 gb ram. yes it does run hoter than larger desktops. i removed the expansion slot blank cover in the front and mine now runs cooler and quiter than ever. oh by the way the power supply fan only cost $12.00 and took 1 hour to replace. also dusted mine out with air hose. just some advice and my own experience.

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William
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Nov 07, 2008 10:04 am EST

I must say, i bought my XPS200 from dell 3 years ago. From the day i got it, i was disturbed...it ran very hot..1 FAN..and no DISKS. Well Until about 2 months ago, it held ground...then one day.. i was done with. So i bought a new one dell, the entire computer was DOA. finally after a a week with dell..they took it back...IM done with dell..WHen i can talk to an american..and they will support their products better, i may buy a new one..until then..im going custom.

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Ben
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Nov 05, 2008 1:50 pm EST

I had the same problem with the XPS 200 and after running the disk defragger in System Tools, it has been 2-3 days and the shut-downs have stopped...keeping my fingers crossed...

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nobrainer22
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Aug 09, 2008 2:37 pm EDT

I agree about the dell quality. We have to talk to the people in India because they are smarter than us when it comes to computer. The only problem is the accents but we can't do anything babout it.

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Dell dell's approach to customer service is abominable!

I’m a Mac user and a confirmed one at that. But my “significant other” has always been a PC lover. So a few years ago when her desktop went up, I bought her a Dell Dimension 2200 and she’s been very happy with it.

For the holidays this past year, I bought her another Dell—this time a laptop (Inspiron B130). And after a mere few months, Dell has done what I haven’t been able to do in over 6 years: they made my significant other a Mac person.

Out of the box, the B130 wouldn’t load correctly, flashing an esoteric Windows error message. A call to Dell Customer Support IN NEW DEHLI, INDIA brought this response, “You did not wish to purchase software support so there’s nothing we can do.”

We told them that the computer was “non-functional” on initial startup, but that didn’t make a difference. Dell Customer Service was adamant that no matter what this was a software problem and software problem resolution costs $100 an incident if you didn’t buy the software support.

I intend to take this issue straight up the Dell management line to Michael Dell because it’s obvious that trying to get it resolved through normal customer service avenues is a waste of time.

We also discovered that the internal clock was wrong half the time. Dell sent us a detailed troubleshooting plan since there are several clocks in the computer and you have to figure out which one is haywire. So I guess that Dell’s idea of in-warranty hardware support means that the customer has to do the troubleshooting. We did it and duly reported back to Dell who sent us: 1. The wrong battery and 2. An invoice for the wrong battery. Another hour plus call to NEW DEHLI CUSTOMER SUPPORT resulted in an argument about whether it was or wasn’t the wrong battery. The battery on the main board has two wires and a tiny connector but the battery NEW DEHLI CUSTOMER SUPPORT sent didn’t have the wires/connector. After an hour on the phone, NEW DEHLI CUSTOMER SUPPORT informed us that we were right and that they would send out a replacement battery. Maybe this one will have the two wires and the connector.

Dell’s approach to customer service is abominable! A company that I had no reservations about buying from again managed to alienate me to the point where they won’t see another dime of my money. But, hey at least they did what I couldn’t do: they made my VSO a Mac person.

Rick
Sparks, MD

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Delmarco
Des Moin, US
Jan 14, 2013 6:21 pm EST

I bought my daughter a Dell laptop last year for her birthday. We've had trouble with it since the day it arrived. When we called to complain, they hooked us up with IYogi because Dell doesn't give a ###. We paid IYogi over $200 TWICE and after a few days, the computer freezes or does something else weird.
It seems like you just keep paying and paying for these computers because you have to buy tech support and anti-virus software. What a bunch of BULL!
With all the money we've spent on this piece of crap, I could have bought her a good laptop like a Macintosh.
Dell computers are just about the lousiest computers on earth and their customer service is horrible. Dell computers - do everyone a favor and just go out of business!

So DON'T BUY DELL COMPUTERS, YOU WILL FOREVER REGRET IT! Spend the extra money to get a Mac. You'll be so glad you did.

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Sheryl
Scarborough (Toronto), CA
Feb 16, 2009 1:59 pm EST

Dell is simply the worst! I have a daughter in university going through the exact same nightmare (in her case it was two failed hard drives in less than six months) and Dell does not care at all!

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Bill
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Oct 22, 2008 6:52 pm EDT

It all started about 6 months ago. Or so I was informed by Russ in the “executive escalation department”. My Dell XPS laptop developed a bad mother board. Tech support came out and replaced it.

Two more mother boards had to be replaced. Then the processor and then it had to be shipped back to the factory. The factory said it needed a new hard drive.

The box to ship was suppose to be there the next day. It came two weeks later.

New hard drive and fresh out of the box from the factory and the hard drive is full (or almost full).

This laptop is for my son while he is in college. This all started when he said he was having performance issues with the computer and that it still wasn’t working like it did when we bought it.

I told him to call tech support. Tech support told him he would have to restore the computer to the factory settings, thus wiping, again, all of his data. They said because he needed to update the BIOS.

I stepped in. I just wanted to know when they (Dell) draw the line on repairs and go to the replace option. I figured we were either there or close to it.

I called tech support and asked to speak to a supervisor. The supervisor said I needed to talk to these other people, but that she didn’t have the ability/authority to make that call. Okay, I understand.

She hung up on me. I don’t believe that she did it on purpose, but the results remain the same. I called back. I spoke to yet another person and again explained the situation. I learned a few things from her. You don’t have to restore the computer to update the BIOS (I don’t know either way, that is not my area of expertise). Then she said that my call ticket had already been escalated and that someone else would be calling me. I was told this was by appointment only.

She checked on her computer and gave the available dates and times. I picked October 22 at 9am.

I received no telephone call. At 9:45am I called. I do have a job and can’t always answer my personal telephone I was then informed by the guy who answered the phone that the executive escalation department would call me back within 24 to 48 hours. I did explain to him what I was told.

I finally got a call from Russ. First off Russ really likes to interrupt the customer before they can finish their side of the story. I didn’t want to talk to them and make demands. I just wanted to know when they draw the line.

This is when I was told 3 major parts in 30 days and they will “consider” an exchange.

He then told me we had not had any issues in the last 30 days. Hilarious. I guess that makes everything okay! “But what about the 3 bad mother boards? I was informed that they went bad for different reasons. Okay, I lost it. I told him if I had a transmission that went bad three times I’d get a new car!

Basically, he made me feel like there was nothing wrong with this particular computer other than some minor adjustments. I told him I was not too happy about my son having to lose all his data yet again.

I really have no idea how much data he has stored on his laptop for college, it’s the lose of time and the frustration that seems to make no difference to Dell.

I really love the corporate slogan about doing whatever is necessary to make a difference. You have!

I’ve had three personal visits from tech support and shipped the thing off once. I got hung up on and I forget how many telephone calls and how many times I was transferred around only to be told that the last person I spoke didn’t know Adam.

So, in the end we’re going to put some more lipstick on this pig and in the future just look to buy something else. I like the new HP touch screen we just got. Never again and that comes from a house with three desktops and three laptops.

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Lu Brooks
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Mar 22, 2007 1:33 am EDT

To Whom It May Concern,

This is a personal Complaint and wanted to share this letter with all on your site regarding my letter to Mr. M. Bell and Dell Financial Services:

Dell Inc.
Attention: Michael Dell
One Dell Way
Round Rock, TX 78682

To Mr. Michael Dell, CEO & Chairman of the Board:

I had an incident that happened in late December 2006 and I wanted to share it in the form of a letter because calling and speaking with your representatives is not working.

In late December 2006 I needed more ink for my Dell Photo AIO Printer 922. So, I called and ordered. I waited for what seemed like weeks, so I decided to call customer services to see what happened to my ink. The customer service representative (csr) looked up my order number and stated that my order had been shipped and delivered to my location. I explained to her that that may be true, however I never received it. She asked me if I wanted to place another order free of charge and I told her yes. After that conversation I waited for days for my second shipment of ink and still nothing. I received a statement days after that with a charge of the ink, ($85.76 to be exact). I called again and I think this day I was transferred to about four (csr), I was on the phone for about 54 minutes. One of the (csr) had apologized and asked me if I wanted to reorder. At that point I was really fed up so I told her no. As you can imagine, I was very disappointed. This situation at that point had nothing to do with the ink I had previously ordered. It had to do with how customers are handled. It’s not to say that I received bad customer service, all of your (csr) were all very kind. However, there is certainly a language barrier! After all this, they asked for my e-mail address so that they could email me what had just taken place. As you can see from the copies I made, who they greeted in the e-mail was not me, even though they sent it to me. (I have attached for your review.)

After about a month went by there was still nothing, not even an invoice. Then I called and asked what my amount due would be for the month and to send me another copy of my statement because I had not received it. The lady at the other end had told me that from her office, she could not send me another statement and that I would need to be transferred yet again to another department to request a duplicate of my statement that you all had not sent. Finally, reaching my destination after many minutes, the second csr told me that a ‘reprint’ would be sent out, but that it would take another billing cycle. I was frustrated to my wits end and told her whatever, just send it so that I can pay my monthly bill!

After weeks, I received a phone call from collections on an early Saturday morning while I was asleep. I told her that I would call back, but she rudely told me if I could just make a payment the situation would be managed. By this time I was widely awaken, angry and explained to her what had taken place in December 2006 about the ink. She asked me to verify my name, address and ss# and I told her she should, since she called me and that there was some kind of miscommunication and that I sent in a $40 payment. She did not budge and told me I needed to make another $70 payment to catch up on the $110 late payment. I told her I disagreed and that I am not sure why there is a late payment there. From that conversation she had contacted a credit bureau regarding my ‘lateness of two months’ after months of making payments.

It’s a shame that as big as the Dell Corporation is that each department has no idea of what’s going on with your customers. Each department from what I had been told has different software systems. When I mentioned my incident to your collections (csr) she said she didn’t know what I was talking about! I am not stating all of this to act like I’m perfect or that I’m never late. However, when I am late I am not afraid to call your customer service department to work something out. In the past they kindly taken off the late fees and accepted my payment. I also want to mention that I am very organized and keep my invoices stapled to the money order receipt that I send in. This is in case there is an issue, there is always documentation.

What I think happened only two months ago was that one of your (csr) mixed my information up with another customer. I clearly remember in one of my conversation with the (csr) that she couldn’t find my phone number, order number and to verify all of my personal information.

I’m not quite sure how I want this situation handled. One thing that would be nice is if the collections department would stop calling my home. I finally got my statement after the reprint and I know what my obligations are to Dell. I know how to call if I have any concerns or comments. After I get my laptop paid off, I will never do business with Dell again. Actually I can’t do business with you all since I was ‘late two months in a row & my credit privileges have been suspended’. I’m sure that it doesn’t matter to you all about my letter; you might just think ‘it’s just another disgruntled customer having a bad day’. Well, I’m actually having a fabulous day and this is only my opinion, to address my concerns. I hope that you have a department of quality control and that my letter is sent there and looked at. I’m sure my situation is one of many and that it gets taken seriously.

Thanks for your time in this matter,

Lu Brooks

Cc: Michael Dell – CEO & Chairman of the Board
Dell Financial Services, Carol Stream, IL and Austin, TX locations

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12:00 am EST

Dell laptop damaged during a dell personell doing maintenance

Incident

I had a dell laptop damaged during a dell personell doing maintenance, which a screw is appear to be broken, which appear to me caused by poor quality screw or poor quality service.

The customer service in here classified this as a physical damage which did not commit to follow-up, no matter it is proper or non-proper use.

We are buying numerous laptop from Sony, IBM, etc. It is first time I hear people reasoning like that.

Worse the customer service have very bad attitude. She assume herself in suppreme power that no one can challenge, I'd never met a customer care with that service attitude.

Worse than that, when I do complain to dell, the person who handle it is still the customer service. I thought about complain to the US site, after I browse the internet, I thought it's gonna end in nowhere because same complaint always route back to the person who handles it.

Now, I thought the best way to complain is to tell every of our customer to stay away from Dell. (We are doing IT strategy consulting for big corporates) And tell the local PC magazines and post to every forum, making sure everyone I know to stay away from Dell. Aim, simple, people with bad customer service should not survive in the market. I'll try to make sure that happen because it will be fair for people like IBM and Sony who perform satisfactory service.

Damage Resulting

Nil, I can get my engineers to fix it within an hour. At most scraping 8 dell we purchase last year. Compare with what dell gonna loss, I guarantee it is nothing.

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kailash nayak
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Nov 28, 2008 6:18 am EST

Dear Sir,
we have 4 nos of dell pc. but now 2 no pcs monitor not working. please send engenier or exchange it urgently.

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Dell what a ripoff!

Dell Sucks! Within the last two months I purchased THREE Dell computers – one for me, one for my son Ryan, and one for my son Brandon. Ryan’s computer was a little slower than he wanted so he offered to pay for the upgrade. He called Dell and Customer Rep L. May told him he would have to pay 15% for a restocking fee and shipping charges to return all three packages (the monitor, the speakers, and the tower). When he explained everything was good except for the tower, she said it didn’t matter. To return the tower he has to return the three pkgs to three separate addresses AND pay about $165 in restocking fees.

What a ripoff! Dell Sucks!

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albin
,
Dec 16, 2007 6:50 am EST

I don't think there is anything wrong wit dell...

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Ian
,
May 31, 2007 12:50 pm EDT

I'm with Kelly. I can't believe how ridiculous some people are. Apparently it's Dell's fault that Ryner didn't know what he was ordering. How dare they make such a mistake and then not want to pay for the shipping!

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Kelly
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Apr 25, 2007 3:16 pm EDT

Hrm...Sounds like you didn't research Ryan's computer needs before you purchased his computer. So, you made the mistake but you want Dell to just eat your mistake? They can't sell that computer as new. They don't know how it's been treated and how it performs, yet they are willing to take it back provided you pay 15% for using it for several months.

In addition, you bought a PACKAGE DEAL. If you had purchased those items separately they would have cost more money, BUT you would have been able to return just one item.

I don't have any complaints, I just come here to read dumba*s complaints such as these. Get a life, at least they are willing to correct your mistake for only 165$.

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Dell buyer beware!

Buyer beware! Do not purchase a compute from dell corp.,under the so called"interest free plan". This so call plan does not exist. Their interest free plan has an annal percentage 29.99% and i am a preferred customer. Can you imagine how much the interest would be if i weren't a preferred customer?

I purchased my computer in April, 06, after seeing a promotion advertising no interest for a year. This was on t.v. And also in a flayer.
After three months, here comes the interest. After many many phone calls, and not being able to under the person speaking, none sees to speak English these days. There telling me that they made the mistake. So to compensate for this mistake, they will give me a credit on the past payments that i have made in six months...i will contact the better business bureau and i will post this on every web page i may find...
Still not resolved-------buyer beware of dell's financial plans...they are saying one thing and doing another..

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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
  2. Product Information and Specifications
  3. Online Ordering Process
  4. Account Management Features

Environmental and Social Responsibility

  1. Sustainability Practices
  2. Community Engagement
  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
  3. Extended Warranty Options

User Experience and Satisfaction

  1. Customer Testimonials
  2. Case Studies
  3. User Experience Surveys

Business Solutions and Services

  1. Enterprise Solutions
  2. Small and Medium Business Services
  3. Educational and Government Offerings

International Reach

  1. Global Availability
  2. Localization and Language Support
  3. International Shipping and Support

Security and Privacy

  1. Data Protection Measures
  2. Privacy Policy
  3. Compliance with Industry Standards

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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- Provide detailed information about your experience with Dell. Mention key areas, transactions with the company, nature of the issue, steps taken to resolve it, personal impact, etc.

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