Dell Customer Service Contacts
Round Rock, Texas
United States - 78682
I placed an order for the laptop on Nov 17. It was intended as a Xmas present for my daughter but was also intended as a test of the Dell system. I will be opening a family practice/anti aging/cosmetic clinic in the next 12 months and my intention is to make it completely computer driven requiring 10-12 computers. Suffice it to say that after this experience I have no intention of ever dealing with Dell again.
The projected ship date was Dec 5. On Dec 16 after having still not received the laptop I called Dell and was informed that the order had been cancelled. According to your rep this could have been for "any one of a hundred reasons". He could give me no reason why it was cancelled.
I have now spent over three hours on hold speaking with various incompetents who keep on insisting they cannot put me through to anyone in charge, leaving voice mails that aren't returned and transferring me around multiple times including hanging up on me twice.
Now I am told that the order was cancelled for the wrong sku number whatever that means.
No one in the India Customer Care Centre (customer care - what a joke), and I spoke with nine of them could offer any kind of explanation and none of them could give me a contact number for the company in Canada. I spoke with Dell Financial to make sure I wasn't being charged for it - thankfully I'm not - and they inform me that they have no way of contacting the company in Canada.
Never again will I deal with Dell and everyone else who wishes to should be prepared for what happens if they do.
Moral: Buy locally, at least you have someone to complain to
It is surprising & reassuring to know the number of customers who have gone through Dell Hell! I am one of these disgruntled customers. My Dell computer system (i.e., desktop (Dimension E520), monitor & peripherals) all came in a package deal with my internet service provider, Bell Sympatico. Several months back, I contacted their technical support to ask for assistance on how to format my computer. Their normal procedure was to ask for your name, address, telephone number and the service tag number of my PC. Lo & behold, when I gave them my information, the computer, was not registered in my name, therefore they could not provide me technical support. They then transferred me to customer service. When I discussed the issue at hand, I requested that the computer system service tag number be registered under my name. I provided them the necessary information and they told me that they would proceed with the registration of the computer service tag under my name which would take from a couple of weeks to over a month.
Today, December 15, 2008, I once again contacted technical support for assistance on a monitor issue. Once again, they followed the same old procedure about my personal information and the service tag number. Guess what? The service tag number was still not registered under my name. To top it all, my 1-year warranty had expired, therefore, I had to pay C$50+ in order to avail of the technical support. Then, they again transferred me to customer service. They told me the same thing plus even mentioned that I should look it up in the Dell website if I wanted to know about the service terms & conditions. From the time that technical support mentioned that they could not provide me the service I asked for up to the time I was transferred to customer service, I was giving them a piece of my mind.
Having said all of the above, it is wishful thinking that this would move others to patronize other better computer brands such as Hewlett Packard, Acer or iMac. Better yet, a nice suggestion would be to do your homework & research (e.g., on the internet, from other users, etc.) on what brands have good reviews, customer service, customer support, etc. Perhaps, even assembling your own PC will be appropriate if you have the time, skill, knowledge & resources. Hopefully, this account will spare others from going through the Dell Hell ordeal!
Best regards & have a truly great day ahead of you!
A dear friend recommended I purchase a dell computer. In December I purchased an inspiron 1721 laptop. I only had dial up service available so a laptop would let me do large downloads with wi fi. There were the usual start up problems with service packs destroying the operating system but the tech support got me through this (and the problem was with Word Perfect and Vista) and it works moderately well. But a perfect storm was brewing.
Fiber optics were finally coming to our road. My phone co chose to discontinue our local phone service unless we purchased a very expensive service. We shopped alternatives and contracted for local service and a high speed connection. These work well but we were under a deadline for changing our local service. No longer is it a flipping of a switch for fiber optics had to be installed. Could they hurry and complete the fiber work before the other company pulled the switch? Fortunately they could, and did with a crew that came from 400 miles away. Dummy here dropped my dial up ISP before they sent me my rebate and gift certificateâ��this also changed my email address under which I purchased and registered the computer.
I had purchased the laptop with a promised rebate and a gift certificate for registering and when they did not come I called (probably in early February) and was told it was too late to find out about the rebate and gift certificate. My request simply hit a dead end in customer care and I could not speak with a supervisor.
In July 2008 I heard about this web site and wrote to dell that they cheated me and before I make my complaint I felt they should have an opportunity to reply, they did. Same answer, â��we can do nothingâ��.
I am free at last as the computer is paid for and dell financial cannot play â��gotchaâ�� with a â��deferred finance chargeâ�� so I will freely tell one and all that If Dell wants to give you a rebate simply tell them â��no thanks, just drop the sales price by that much. They cheated me and I will never buy from them again.
I purchased an Inspiron 1501 laptop from Dell in June 2007. When I was on dell.com website I upgraded the...
I previously posted a complaint with respect to Dell's limited 1 year warranty on its battery. I took...
I set up auto debit using the default options on DFS website. Big mistake! They use a third party to "collect" the money which insures the payment to arrive two or three days later. So if you set up your payment on the Due date that is the default, hang on for a ride with Jesse James! At least Jesse was honest about, he wore a mask and you knew what was coming. DFS while auto debiting my checking account every month for a $100.00 payment was at the same time charging me a late fee of 39.50 each and every month. Once I saw what was going on, I finally got DFS to reveal the principal owed on the loan (28% interest- the godfather would charge less!) and I paid that off, so technically they never got the money they took upon themselves to add to my account. These people have no morals. Dell makes more profit from selling cheap pc's then robbing them on the loans. DFS lost a $17 million class action lawsuit and they still keep on patting you on the back while sticknig a bowie knife in your gut. I hate Dell, I hate Dell Financial Services! I went and bought an HP desktop and a Gateway laptop. Dell can go jump in a lake!
Dell sold me a 2GB memory upgrade for 20 month old laptop. My laptop warranty ended after 12 months, but the salesperson at Dell assured me they would help me with the memory if there was a problem.
The system only recognized half the memory and when I contacted Dell, they refused to provide service or technical information unless I purchased a new service contract for my laptop.
I went through six different calls, each time I called, the sales person or the customer service person said the technical people would help with newly purchased memory, then they would transfer me to technical support. Then the support person said they would not help unless I purchased a new service contract.
Dell says they will not provide any service for any new peripheral bought if it is used for an out of warranty computer.
What a crock! First a customer service person sells me a new printer, when I really wanted ink. Then when the printer arrives it doesn't have the necessary features. I return that printer and suffer more than ten hours of technical help time trying to make the old printer work properly again.
Techs drop my call, they don't call back as promised. I forced to pay for help like its a black mail racket. I feel that the company is incompetent to handle the service issues customers present.
I hope that manufacturers of computers become more responsible for hiring enough people to solve problems without hours of wait time.
Upon my return from the Middle East, I bought a new Dell Computer and printer. Later, I ordered four computer ink cartridges from Dell and paid almost $100 for them. Several months later when I needed to replace an empty cartridge, I discovered that two of the ink cartridges contained no ink whatsoever.
October 31, 2008: I called Dell to have the defective cartridges replaced and was told I had to buy two new ink cartridges and was told that Customer Service would credit my charge card for the defective / empty ones.
When my call was finally transferred to Customer Service, I was told, Sorry, our replacement policy for product defects is good for only 21 days after the original purchase.
I asked to speak to a Manager and was placed on hold in excess of one hour. I finally gave up.
Dells quality control and Customer Service is extremely ineffective and very, very poor. I expected better of Dell.
Warranty has been useless for me... Beware that battery warranty is only 1 year, despite purchasing 3 yr warranty. Customer service waits for warranty to elapse before they return complaint calls. Computer keys failed within 2 months, battery within 4 months, they have not yet replaced item stating that machines are only replaced within the first month. 3 xps dell computers in my family, all three developed problems in the first few months. I do not recommend to buy Dell Laptops.
I purchased a Dell Inspiron desktop. I couldn't get a monitor to work with it and chatted to support people online who informed me that they could "definitely" help, then after half an hour or so said it was outside their "service domain." They gave me an 800 number, which I called, waited for a rep, was disconnected. Spoke to a rep, who took down my details and put me on hold, when I was once again disconnected. As the rep didn't call me back, I tried to call him back, but none of the other reps could connect me to him. A new rep took down my details from scratch (after being rather rude). Then he informed me that I had the wrong number and gave me another number. I called another 800 number that this rep gave me. Then I spend 1.5 hours on the phone with another rep who was unable to solve my problems. The rep told me on several occasions to go online so he could remotely connect to my computer. This was dumb advice as my monitor would not even work, so how was I meant to connect to the web-site he gave me. I explained this to him. After several more minutes of him figuring out how to solve the problem, he gave me the same advice! Arghhhhhhhhhhhhh. Dell may have nice advertising, but their customer support sucks. I will never purchase a Dell again.
I have bought 5 or 6 computers from Dell over the past 15 years or so. Generally thought they were competent people and that the products were a good value. Until now.
My 3 and a half year old Dell Dimension 8400 had the hard drive fail. Called Dell. They figured out what I needed and sent it - but it was the wrong kind of drive. I had to order another one and wait for delivery. I was unable to use my computer for nearly a month before getting it up and running again. (There were also major problems with their supplied 'recovery' disks.)
In the meantime - their process for returning the hard drive that THEY sent that was wrong was needlessly complicated. They failed to do what they said they would do and now won't refund the cost to me nor accept the return at all. Their policies won't allow them - said the 'customer service' person.
I will NEVER buy another product from them. I will NEVER recommend them to family or friends.
I ordered a Dell Laptop and a wireless mouse. Dell sent out the wireless mouse right away. I got my laptop about 6 weeks later. The laptop didn't do what it was suppose to do. I sent the laptop and the mouse back. They gave me credit for the laptop but would not give me credit for the mouse. Now without the laptop I didn;t need a wireless mouse. Dell said I ordered it I had to pay for it, because I had the mouse to long. Well my thoughts are i didn't need them to drop ship the mouse with out the laptop, but they did. So I have refused to pay for the mouse or to do business with Dell every again. I have a Dell desk top and have enjoyed it. But I refuse to do business with a company to practise bad business practices. Dell is a big Company I can't believe I got treated this way.
I purchased a New Dell Inspiron 1721 from Aarons (appox 236.00 mo. for 12 months) in Febuary 2008. I got the computer home, wrong charger and files on the computer from Oct 1977. A movie was in the drive. I went back to the store and the manager refused to refund my money (he has since been fired), refused to give credit for used and refused to give me a new computer in the box).
I have honored the contract with promises monthly for them to either give me some kind of credit or replace the computer.Now I have 2 1/2 payments at 230.00 before it is paid off. I have had problems with it from day one and I am very unhappy that a Company would cheat the public like this. I have honored my agreement and everymonth, I take them at their word that they will fix this problem, but they never do. I will never reccomend this company, nor will I purchase another thing from them. If there is a class action for this deceptive trade, I want to show my computer and records as evidence.
I bought a Dell computer in April of 2008. Shortly there after I encountered many problems with the machine. The fan was making an awful noise. I called Dell and they promptly came out to my place of business and replaced the fan.
Two weeks later this new fan started making the same noise. They came out and replced the fan AND the motherboard. A week later the new fan started making noise. Noises that sounded like a drill from the dentist - loud! I had to lock the laptop in the bathroom while I met with customers!
In the midst of all of this, my computer stopped hybernating and the only way it would shut down is to hold the power button down. I called again and at this point (they tried to resolve the hybernating problem and was told they couldn't fix it), to my insistance, said that they would replace the lemon computer that I have. This was at the end of AUGUST.
I was promised many times that this new computer would be received the first few days in September. Then I was told the 8th of September, then 2-3 Business days more times then I can count. I have been given a 'special' number to call but no one has ever given me a call back when I have called.
I got a call sometimes, and then, nothing for over a week's time. I was given an order # and then was told it was canceled because of how long it has been. I got a new order number [protected] and when I called their automated number said it was already delivered... December of 2004!!!
This special extension I was given, I was told if you call that number that someone calls you back within "1-2 hours" but like I said previously, to date, I have never received a call back.
I run a business and also take classes at a local University. And this doesn't account for any personal time that I use my laptop for. All I have ever asked from Dell is a computer that works. I have repeatedly been promised this replacement computer and constantly been lied to. They already have my money so I have no recourse in which to get what was promised to me and what was covered under warantee.
I called Dell on 10/1 to find out the status since my promised call of 9/30 never happened. I was on the phone for 2 hours, transfered 5 times and, after talking with a supervisor was HUNG UP ON. (This is not a new phenomenon, I have been hung up on 4 or 5 times now since this process started...I just now started to keep record of it.)
After a complaint to the BBB, the next night I had an email and voice mail on my home phone from an "Arun" at a new extension. I left a voice mail.
I received a call back 10/3 at my business where Arun proceeded to tell me that I would get my computer whenever it shipped. That is EXACTLY what I have been told since this process started!!! I was first promised a new computer at the end of AUGUST and it is now October!! He was rude and told me that I could not speak to anyone else, not a supervisor.
I was told that it was scheduled to ship on September 29th. The parts are backordered and he doesn't know when they will come in!!! And this is their resolution center??? I have NEVER in my life had such a horrible customer service experience.
The hours (I roughly counted them up, well over 30 hours worth) I have spent on trying to get a working computer could have easily paid for a replacement computer. Dell's employee Arun, who is supposedly a "Executive Support Resolver" told me nothing more then the lies I have been told up until this point by other Dell agents.
It is now October 14th, I have NO working computer and no one has contacted me since from Dell. They have my money and I have a computer that is nothing more then a paperweight at this point.
Please, do yourself a HUGE favor and countless hours of agony... buy a Toshiba, buy a HP, buy a Gateway... whatever, just don't buy a Dell.
What a disappointment. My dell battery now needs to be completely replaced after a mere 13 months of service. Even worse, the battery stopped providing reliable power without being plugged in only a couple months in to owning my computer. It'll now cost me about $150 to replace this piece of crap with another one just like it. If actually want a halfway DECENT batter, it's going to run me $300.
To anyone thinking about purchasing a middle-of-the-road model Dell laptop, I'd advise you to do your research on what batter you're getting and insist it come with a proven performer that won't crap out after a year like mine did.
Dell has ruined my twin granddaughters 10th birthday. Ordered 2 computers on 8/24 with anticipated 9/8 delivery date. One computer arrived on 9/6 and the second is on terminal backorder. Meanwhile they have collected the monies for both!
My daughter's entire household are MACs and now I know why. It would be nice if customer care/service understood why they are called that. Perhaps they should rename themselves to Dell Care!
Do Not Purchase Dell Computers.
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