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Dell fraudulent act and racial discrimination on part of your establishment qua order no. 0404143 & customer no. 841434.

In relation to the captioned subject, this notice is being served to draw attention towards an extremely sorry state of affairs prevalent in your establishment wherein customers are mislead, taken for a ride and cheated and their legitimate rights trampled upon in an unceremonious manner.

The sequence of events against which the undersigned is aggrieved is as follows;

1. The undersigned had on 7.9.2009 placed an order online at the Website of Dell India for purchase of Studio 14 Laptop bearing model No. Dell (TM) studio 14 Laptop (SI 40806IN8). The purpose behind placing of order of purchase online was to avoid the unnecessary wrangles, apathy and cheating that one encounters in day to day life and which unfortunately have become institutionalized thereby vitiating every aspect of life. The undersigned in order to avoid unnecessary harassment and to be sure of the product that was being purchased both qualitatively and quantitatively took a conscious decision not to go for other brands of laptops and preferred your brand assuming that since you provided an avenue of placing an order online wherein everything right from the payment and delivery would be effected by the click of the mouse and shipped directly from factory therefore there would be no occasion for anything to go wrong either by accident or by design. The undersigned in course of opting for this option lost out on hefty discounts that were being offered elsewhere but nevertheless opted for online purchase of your brand in order to have a smooth sailing. Little did the undersigned realize that the same would turn out be the most horrendous experience of life.

2. That immediately after submitting the order, the undersigned received a feed back intimating that a sales representative would contact in response to the request of finalizing the quotation. In pursuance of the aforesaid, a call was received from one Shri Prashant Bhatt who introduced himself as the inside sales account manager and finalized the quotation that had been ordered by asking for a deposit of sum of Rs.41, 799.82 in the account of Dell India Pvt. Ltd. bearing No. [protected] with the Citi Bank. The undersigned was assured that on doing so the order would automatically stand confirmed and would thereafter reach within a period of 5-6 days.

3. That on 12.9.2009, the undersigned in pursuance of the direction given by Shri. Bhatt duly deposited a cheque bearing No.24643 drawn on Axis Bank, Green Park, (Main) New Delhi in favour of Dell India Pvt. Ltd.

4. That on 16.9.2009 the undersigned in order to find out the status of the order called Shri. Prashant Bhatt and was surprised to find out that the order had yet not been put down for manufacturing. Shri Prashant Bhatt after apologizing for the delay assured that he would submit the order for manufacturing immediately. This is a disturbing aspect, once the money had been deposited and duly encashed why does your establishment has to wait for the customer to call to confirm the status, ideally on deposit of the money, the representative who’s dealing with the particular order should himself/herself call the customer to intimate that in view of amount having received the order would immediately be put down for manufacturing rather that being the other way round.

5. That on 17.9.2009 the undersigned received a Mail from your establishment intimating that the order had been submitted for manufacturing on 16.9.2009 with the order number 0404143 and customer number 841434.

6. That the undersigned called your establishment on 19.9.2009 at the toll free number [protected] to request for the latest update on the status of the order, on being connected to Shri. Prashant Bhatt the undersigned was intimated that the order was on-course and that delivery would be made by 24.9.2009.

7. That on 21.9.2009 the undersigned on checking the status of the order at the website www.dell.co.in/order was surprised to find that the status of the order was still shown under the heading “work in progress”. Ideally as per the oral assurances having been given the entire process from manufacturing to the final delivery was to take only 4-5 days and the period of 12 days was to act as buffer in cases of contingencies. The undersigned on calling up Shri Prashant Bhatt was again reassured that the order was on schedule and that the delivery would positively be made by 24.9.2009.

8. That on 22.9.2009 on checking the order status the undersigned again found the delivery status under the heading “work in progress” and therefore sent an Email to Shri Prashant Bhatt as well as called up your establishment wherein again an assurance was given of timely delivery, on being asked as to why the same was not reflected on the order status chart it was intimated that the chart shown on the internet was not updated regularly and therefore did not reflect the correct status of the delivery. This again is disturbing for as to what is the purpose of having a delivery chart if the same is not to be updated regularly, then again if the chart as the note appended to it reads reflects the latest position of the order was correct then the undersigned was being given false assurances.

9. That the delivery of the order in any case was not completed till the assured date of 24.9.2009 and therefore the undersigned again called your establishment wherein for the first time it was intimated by Shri Prashant Bhatt that the order had been delayed however, not satisfied with his answer the undersigned immediately on the next date i.e. 25.9.2009 wrote an Email to Shri Prashant Bhatt, ruing the fact that despite calling him daily and checking the status of the order and repeatedly requesting for the delivery to be expedited no progress at all had been made.

10. That when no answer was received the undersigned again called up your establishment wherein Shri Prashant Bhatt shockingly intimated that the order would not be delivered in view of part shortage for studio 14 Laptops, on being insisted upon for details of the same he expressed his inability to do so and told that the undersigned should either take back the refund of the amount or in alternative accept the offer of studio 15 model with 256 MB dedicated graphics card with a similar configuration of the order that had been placed earlier

11. That needless to say the undersigned was shocked with the entire turn of events, your establishment is a leading establishment in so far as Laptops, Desktops and other associated computer peripherals are concerned and has a multinational presence, therefore, for your establishment to all of a sudden after accepting money from a customer and confirming his order to say that it does not have the requisite stock is extremely unfortunate, for if there was some problem with respect to parts of the model for which the undersigned had placed order why was then in the first place the order booked. The undersigned ought to have been intimated that in view of the shortage of parts you would be unable to book the order; it is really surprising that a multinational company like yours is not even aware of as to whether you have the given product in your stock, then again even if there was some problem why was the undersigned repeatedly assured that the order would be delivered within time, really after placing the order the undersigned called your establishment repeatedly and was assured that the order would reach on time. You in all fairness keeping with the accepted principles of fair play ought to have intimated that there was some problem, yet what unfortunately happened was that whereas till 23.9.2009 while you were repeatedly assuring that the order would be delivered yet immediately thereafter i.e. on 25.9.2009 you changed your stand that the order would not be delivered and either the undersigned should take the refund or opt for the model of your choice, how convenient for you.

12. That repeated telephone calls were exchanged between the undersigned and your establishment wherein vide Email dated 28.9.2009 you against requested the undersigned to revert back to your revised offer. In pursuance to the aforesaid the undersigned on 29.9.2009 made it clear to Shri Prashant Bhatt that without his specifying the nature of the problem it would be not be prudent to switch simply at his asking and that he should specify the problem with the supply of Studio 14 Laptop, thereafter your establishment was further pleased to revise and serve the undersigned with a new quotation of Studio 15 Laptop with T6600 processing & 4 GB ram upgrade, however, the details of the number of orders having been cancelled by your establishment and the nature of shortage with display was not intimated to me.

13. That on 1.10.2009, the undersigned after having detailed parleys with Shri Prashant Bhatt and having been left with no other option sent confirmation Email of up-gradation of Studio 14 Laptop to new Studio 15 Laptop bearing Code 808IN8. That thereafter repeated telephone calls were exchanged with Shri Prashant Bhatt with respect to expeditious service of the laptop and Shri Bhatt assured the undersigned that the same would be delivered much earlier than the expected date of 11.10.2009.

14. That on 7.10.2009 much to undersigned consternation and dismay a Studio 14 Laptop was delivered as against the Studio 15 which was offered by your establishment and accepted by the undersigned.

15. That on 8.10.2009, the undersigned called repeatedly at your toll free number and requested to be put through some senior officer, however on each occasion when calls were made the same were put on hold with the automated voice of “all our representatives are currently busy” and it was only when the undersigned after making repeated calls made it clear to the receptionist that if this was how Dell treated its customers by avoiding to take the calls and putting the same on endless holds then the undersigned would file a complaint against your establishment that the call was put to Shri Prashant Bhatt, however, again the undersigned only reached his voice mail and it was only after putting it very sternly to the receptionist that such nonsense was not expected that was the call finally put through Mr. Prashant Bhatt however here again surprisingly rather than promptly apologizing for the fault extremely evasive and incoherent answers were given, Shri Prashant Bhatt shockingly went to the extent of saying that there was some mistake on the part of personnel at the factory for which he could do nothing and the said personnel should alone be held accountable or hauled up by the management.

16. That on 9.10.2009 the undersigned filed a written protest with Shri Prashant Bhatt drawing home the point that such pathetic and pedestrian service was not expected of an establishment of the stature of Dell and demanded an explanation as to how once the offer of upgradation made by your establishment to Studio 15 laptop had been accepted and confirmed then how come a Studio 14 laptop was delivered and this to by an establishment which professes itself as a leader in this field and prouds itself when it comes to providing quality service to its customers.

17. That however despite the dispatch of mail no response received from your establishment. The undersigned as it should be appreciated was engulfed with a feeling of having been cheated, taken for a ride and defrauded, the pain was all the most aggravated in view of the fact that such conduct was committed by an establishment which prouds itself in being customer oriented, why was the laptop ordered on line through your establishment when the same could have been purchased straight from the market with hefty discounts and other add-ons. The same was done for a very simple objective to have an absolutely streamlined process right from the booking to the actual delivery, the said process was to be absolutely hassle free, with there being no scope of any cheating, alas it was not to be and the very things that the undersigned wanted to avoid have come to haunt.

18. That on not receiving any response to the protest sent to Shri Prashant Bhatt the undersigned left with no other option was constrained to send another mail to Mr. Bhatt making it very clear that since no assistance of any kind whatsoever had been provided rather having been mistreated with even the basic courtesy of not helping a customer being shown, therefore, in an event he failed to answer the mail and submit an explanation as to how wrong order had been delivered and that to extremely belatedly, the undersigned would be left with no other option but to take recourse to law.

19. That the undersigned thereafter received a mail from Shri Prashant Bhatt apologizing for the manner in which the entire issue has been mishandled and assuring that the problem would be looked into with care and the issue resolved at the earliest.

20. That unfortunately despite a lapse of 12 days no intimation whatsoever have been sent to the undersigned, it had been requested to Shri Prashant Bhatt to explain as to how wrong order had been delivered, no such explanation has reached, neither has any explanation of how your establishment intends to deal with the problem.

21. That in the meanwhile the undersigned on opening of the 14 Studio Lap Top found the screen of the same to be wobbling, immediately a request for assistance was mailed at [protected]@dell.com, in response a reply was received that an immediate assistance shall be provided, however despite a lapse of 12 days the undersigned is yet to receive any assistance and is being constrained to work on a wobbling screen.

22. That I am afraid to note that there are certain extremely disturbing features which have arisen in the present matter. The first and foremost is the alleged problems with the parts of studio 14 laptop, why was the order booked in the first place, if your establishment was experiencing problems with respect to supply/component parts of the studio 14 laptop you ought to have as behoves an ethical business establishment following settled principles of trade and commerce politely intimated the undersigned that you would not be in a position to accept the order and the undersigned would have looked for the same elsewhere or with some other brand. It is really mind boggling that a multibillion dollar company like yours is really not aware as to whether it has the requisite stock/inventory to meet the demand or whether the existing inventory is going to fall short, you have people who supervise the inventories and stock and are paid salaries for the same, therefore in such circumstances for a person to be told that despite having booked his order, the same would not materialize is shocking to say in the least and is rather demonstrative of an unfair trade practice on your part.

23. Then again assuming for the sake of an argument that your establishment really had problems with the shipment/supply of component parts with Studio 14 Laptop, what begs an answer is as to why the undersigned was repeatedly assured over the telephone and in answer to his emails that the order was on time and the delivery will take place within the stipulated period, ethical and established practices require you to have honestly disclosed problems if any in the supply of component parts and not to take a customer for a ride by giving him false and concocted assurances of a timely delivery.

24. What however is fundamental is that initially in reply given to the Emails sent by the undersigned assurances were given that the order would reach on time. Thereafter, when the same did not happen even a basic courtesy was not shown to intimate the undersigned that due to some problem in supply of component parts the delivery would not be effected and it was only when some stern language was used by the undersigned that it was disclosed that there was problem in supply of component parts.

25. Furthermore on being enquired initially your establishment did not specify the problem but on being requested again the same was put down to problem with the display screen of the studio 14 laptop resulting in cancellation of the entire orders of the said model, however, on the undersigned requesting for the exact nature of the problem with the display screen and the number of orders which had been cancelled an evasive reply was given that the same could not be provided, what is baffling is that why should your establishment shy away from specifying the nature of problem with the display and number of orders cancelled due to same unless of course the same is moonshine to fool around the customer.

26. That the most unfortunate aspect of the entire episode is that your establishment after accepting and confirming the booking and repeatedly assuring a customer one fine day simply puts to him that either you take back the refund or you upgrade to a model and configuration of our choice, a brief look at the sequence of events reveals that you in answer to a request revert to a customer that yes we have the configuration and we would provide you with the same, you ask a customer to deposit a certain sum and thereafter confirm his order, you repeatedly send Emails re-assuring that the order is on time, you don’t inform that there is some problem, the customer on making repeated calls comes to know that there is some problem and thereafter one fine day in a naked exercise of unequal bargaining power you slap a customer with either you take it or leave it, is it so easy, then again why does the customer has to opt for a configuration of your choice, he has no say in it and does not know what he is getting into, ideally in an event where you are at such a phenomenal fault you should politely put it to a customer that within reasonable limits he should exercise his discretion and select a model of his own choice. In United States in an identical situation you would have given the laptop for free and would have also apologized; now you may not do that in this country and it is not even being asked that you do this but then certainly leave a little discretion in the matter of selection of the appropriate laptop.

27. Then again what is phenomenal is when the undersigned had sent a confirmation for upgradation to Studio 15 Laptop in pursuance to an offer having been given at your end, how do you explain shipment of studio-14 Laptop, the earlier order in any case was substituted with the latter and even an acknowledgement of the same was given, thus is it to be believed that personnel manning your establishment suffer from want of understanding or are so immature that they do not understand what is going on, how does your establishment which goes itself advertising itself as world class explains the mess up unless of course the same was deliberately done with an intention of depriving a customer in an underhand manner.

28. That the yeoman service rendered by your establishment to the undersigned does not ends here, the quotation that was sent originally for the Studio 14 Laptop and approved by the undersigned is different from the one that has been sent with the order, why should it be so, the quotation that you sent as a final quotation to a customer over the mail should remain the same, why should a customer have to spent enormous amount of time comparing the two quotations to find out whether what was ordered and confirmed has actually been delivered. Frankly this again is constitutes deficiency in service, resulting in needless harassment, there is more to this deficiency i.e. despite the undersigned on the 17.10.2009protesting over the state of affairs in the customer feed back online report and detailing the experience no response whatsoever has been received, what’s the point of asking a customer to take precious 15 minutes out of the schedule to fill up the form if the basic courtesy of reverting back is not shown.

29. That the entire episode has left the undersigned in an extremely bad taste and has resulted in needless mental tension and harassment and therefore nullified the very reason for an online purchase directly from the company. Each and everything which was sought to be avoided and was the very reason behind going on line directly through company has come to haunt. The undersigned feels cheated and defrauded, I have fumed and fretted, undergone unnecessary and uncalled for mental agony, needless physical discomfort and the entire episode has been the most horrendous one, with the pain having been compounded by the listless and unintelligent assistance at each and every stage having been provided by the sales representative, who was least concerned with the problems and addressed himself in air, divorced from the point in issue, what is the point in keeping such representatives who expertise either in misleading customers or a totally devoid of any cerebral prowess to conduct themselves rationally apart from saying “what can I do”.

30. That the “gloriously indifferent” attitude of your establishment does not ends here, the undersigned yesterday on the 22.10.2009 received an Email from your establishment intimating the undersigned of the case being proceeded as “return and refund”, now in the earlier Email dated 9.10.2009 Shri Prashant Bhatt had intimated that the complaint made by me had been escalated and the issue would be resolved at the earliest, it took your establishment 13 days proceeding further at the “escalated/break-neck speed”, that’s how efficient your establishment is, then again rather than providing any resolution the mail has made be undergo a fresh bout of fretting, when did I ask for the refund, under the law of consumer protection to what extent can you push around your customer and that to at you own pace intoxicated by the notion of being a multi billion dollar establishment. I am extremely pained to say that you are nothing but a corrupt business establishment which makes strenuous efforts to deprive and harasss a customer, there are no ethical principles that you follow but that of an unequal bargaining power to push and shove a customer and leave him high and dry.

31. I am afraid the facts and circumstances in the present case speak for themselves and manifestly demonstrate the grossest deficiency of service and unfair trade practice, the actions of your establishment have not only been malafide but also amounts to racial discrimination against people of India. Your establishment has an international presence and yet I am sure that nowhere but for in India you exhibit such callous and insensitive attitude and take the customers for ride by misleading them and making false representations, you have to remember that you do not dole out free products and have very stringent terms and conditions, this being so it does not stand to reason as to why your service should be of third rate. I am afraid, all that I can say from my experience is that your practice amounts to an “Unfair trade practice” and a time has come when you should be held accountable for the same and consequently compensate your customers who have been at the receiving end of such practices. You have to realize that you cannot give customers in India a substandard service and that it essentially has to be of world standards, I really doubt whether this is what your customers in Europe or the United States have to face.

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puneet_sharma
, IN
Oct 23, 2009 7:18 am EDT

In relation to the captioned subject, this notice is being served to draw attention towards an extremely sorry state of affairs prevalent in your establishment wherein customers are mislead, taken for a ride and cheated and their legitimate rights trampled upon in an unceremonious manner.

The sequence of events against which the undersigned is aggrieved is as follows;

1. The undersigned had on 7.9.2009 placed an order online at the Website of Dell India for purchase of Studio 14 Laptop bearing model No. Dell (TM) studio 14 Laptop (SI 40806IN8). The purpose behind placing of order of purchase online was to avoid the unnecessary wrangles, apathy and cheating that one encounters in day to day life and which unfortunately have become institutionalized thereby vitiating every aspect of life. The undersigned in order to avoid unnecessary harassment and to be sure of the product that was being purchased both qualitatively and quantitatively took a conscious decision not to go for other brands of laptops and preferred your brand assuming that since you provided an avenue of placing an order online wherein everything right from the payment and delivery would be effected by the click of the mouse and shipped directly from factory therefore there would be no occasion for anything to go wrong either by accident or by design. The undersigned in course of opting for this option lost out on hefty discounts that were being offered elsewhere but nevertheless opted for online purchase of your brand in order to have a smooth sailing. Little did the undersigned realize that the same would turn out be the most horrendous experience of life.

2. That immediately after submitting the order, the undersigned received a feed back intimating that a sales representative would contact in response to the request of finalizing the quotation. In pursuance of the aforesaid, a call was received from one Shri Prashant Bhatt who introduced himself as the inside sales account manager and finalized the quotation that had been ordered by asking for a deposit of sum of Rs.41, 799.82 in the account of Dell India Pvt. Ltd. bearing No. [protected] with the Citi Bank. The undersigned was assured that on doing so the order would automatically stand confirmed and would thereafter reach within a period of 5-6 days.

3. That on 12.9.2009, the undersigned in pursuance of the direction given by Shri. Bhatt duly deposited a cheque bearing No.24643 drawn on Axis Bank, Green Park, (Main) New Delhi in favour of Dell India Pvt. Ltd.

4. That on 16.9.2009 the undersigned in order to find out the status of the order called Shri. Prashant Bhatt and was surprised to find out that the order had yet not been put down for manufacturing. Shri Prashant Bhatt after apologizing for the delay assured that he would submit the order for manufacturing immediately. This is a disturbing aspect, once the money had been deposited and duly encashed why does your establishment has to wait for the customer to call to confirm the status, ideally on deposit of the money, the representative who’s dealing with the particular order should himself/herself call the customer to intimate that in view of amount having received the order would immediately be put down for manufacturing rather that being the other way round.

5. That on 17.9.2009 the undersigned received a Mail from your establishment intimating that the order had been submitted for manufacturing on 16.9.2009 with the order number 0404143 and customer number 841434.

6. That the undersigned called your establishment on 19.9.2009 at the toll free number [protected] to request for the latest update on the status of the order, on being connected to Shri. Prashant Bhatt the undersigned was intimated that the order was on-course and that delivery would be made by 24.9.2009.

7. That on 21.9.2009 the undersigned on checking the status of the order at the website www.dell.co.in/order was surprised to find that the status of the order was still shown under the heading “work in progress”. Ideally as per the oral assurances having been given the entire process from manufacturing to the final delivery was to take only 4-5 days and the period of 12 days was to act as buffer in cases of contingencies. The undersigned on calling up Shri Prashant Bhatt was again reassured that the order was on schedule and that the delivery would positively be made by 24.9.2009.

8. That on 22.9.2009 on checking the order status the undersigned again found the delivery status under the heading “work in progress” and therefore sent an Email to Shri Prashant Bhatt as well as called up your establishment wherein again an assurance was given of timely delivery, on being asked as to why the same was not reflected on the order status chart it was intimated that the chart shown on the internet was not updated regularly and therefore did not reflect the correct status of the delivery. This again is disturbing for as to what is the purpose of having a delivery chart if the same is not to be updated regularly, then again if the chart as the note appended to it reads reflects the latest position of the order was correct then the undersigned was being given false assurances.

9. That the delivery of the order in any case was not completed till the assured date of 24.9.2009 and therefore the undersigned again called your establishment wherein for the first time it was intimated by Shri Prashant Bhatt that the order had been delayed however, not satisfied with his answer the undersigned immediately on the next date i.e. 25.9.2009 wrote an Email to Shri Prashant Bhatt, ruing the fact that despite calling him daily and checking the status of the order and repeatedly requesting for the delivery to be expedited no progress at all had been made.

10. That when no answer was received the undersigned again called up your establishment wherein Shri Prashant Bhatt shockingly intimated that the order would not be delivered in view of part shortage for studio 14 Laptops, on being insisted upon for details of the same he expressed his inability to do so and told that the undersigned should either take back the refund of the amount or in alternative accept the offer of studio 15 model with 256 MB dedicated graphics card with a similar configuration of the order that had been placed earlier

11. That needless to say the undersigned was shocked with the entire turn of events, your establishment is a leading establishment in so far as Laptops, Desktops and other associated computer peripherals are concerned and has a multinational presence, therefore, for your establishment to all of a sudden after accepting money from a customer and confirming his order to say that it does not have the requisite stock is extremely unfortunate, for if there was some problem with respect to parts of the model for which the undersigned had placed order why was then in the first place the order booked. The undersigned ought to have been intimated that in view of the shortage of parts you would be unable to book the order; it is really surprising that a multinational company like yours is not even aware of as to whether you have the given product in your stock, then again even if there was some problem why was the undersigned repeatedly assured that the order would be delivered within time, really after placing the order the undersigned called your establishment repeatedly and was assured that the order would reach on time. You in all fairness keeping with the accepted principles of fair play ought to have intimated that there was some problem, yet what unfortunately happened was that whereas till 23.9.2009 while you were repeatedly assuring that the order would be delivered yet immediately thereafter i.e. on 25.9.2009 you changed your stand that the order would not be delivered and either the undersigned should take the refund or opt for the model of your choice, how convenient for you.

12. That repeated telephone calls were exchanged between the undersigned and your establishment wherein vide Email dated 28.9.2009 you against requested the undersigned to revert back to your revised offer. In pursuance to the aforesaid the undersigned on 29.9.2009 made it clear to Shri Prashant Bhatt that without his specifying the nature of the problem it would be not be prudent to switch simply at his asking and that he should specify the problem with the supply of Studio 14 Laptop, thereafter your establishment was further pleased to revise and serve the undersigned with a new quotation of Studio 15 Laptop with T6600 processing & 4 GB ram upgrade, however, the details of the number of orders having been cancelled by your establishment and the nature of shortage with display was not intimated to me.

13. That on 1.10.2009, the undersigned after having detailed parleys with Shri Prashant Bhatt and having been left with no other option sent confirmation Email of up-gradation of Studio 14 Laptop to new Studio 15 Laptop bearing Code 808IN8. That thereafter repeated telephone calls were exchanged with Shri Prashant Bhatt with respect to expeditious service of the laptop and Shri Bhatt assured the undersigned that the same would be delivered much earlier than the expected date of 11.10.2009.

14. That on 7.10.2009 much to undersigned consternation and dismay a Studio 14 Laptop was delivered as against the Studio 15 which was offered by your establishment and accepted by the undersigned.

15. That on 8.10.2009, the undersigned called repeatedly at your toll free number and requested to be put through some senior officer, however on each occasion when calls were made the same were put on hold with the automated voice of “all our representatives are currently busy” and it was only when the undersigned after making repeated calls made it clear to the receptionist that if this was how Dell treated its customers by avoiding to take the calls and putting the same on endless holds then the undersigned would file a complaint against your establishment that the call was put to Shri Prashant Bhatt, however, again the undersigned only reached his voice mail and it was only after putting it very sternly to the receptionist that such nonsense was not expected that was the call finally put through Mr. Prashant Bhatt however here again surprisingly rather than promptly apologizing for the fault extremely evasive and incoherent answers were given, Shri Prashant Bhatt shockingly went to the extent of saying that there was some mistake on the part of personnel at the factory for which he could do nothing and the said personnel should alone be held accountable or hauled up by the management.

16. That on 9.10.2009 the undersigned filed a written protest with Shri Prashant Bhatt drawing home the point that such pathetic and pedestrian service was not expected of an establishment of the stature of Dell and demanded an explanation as to how once the offer of upgradation made by your establishment to Studio 15 laptop had been accepted and confirmed then how come a Studio 14 laptop was delivered and this to by an establishment which professes itself as a leader in this field and prouds itself when it comes to providing quality service to its customers.

17. That however despite the dispatch of mail no response received from your establishment. The undersigned as it should be appreciated was engulfed with a feeling of having been cheated, taken for a ride and defrauded, the pain was all the most aggravated in view of the fact that such conduct was committed by an establishment which prouds itself in being customer oriented, why was the laptop ordered on line through your establishment when the same could have been purchased straight from the market with hefty discounts and other add-ons. The same was done for a very simple objective to have an absolutely streamlined process right from the booking to the actual delivery, the said process was to be absolutely hassle free, with there being no scope of any cheating, alas it was not to be and the very things that the undersigned wanted to avoid have come to haunt.

18. That on not receiving any response to the protest sent to Shri Prashant Bhatt the undersigned left with no other option was constrained to send another mail to Mr. Bhatt making it very clear that since no assistance of any kind whatsoever had been provided rather having been mistreated with even the basic courtesy of not helping a customer being shown, therefore, in an event he failed to answer the mail and submit an explanation as to how wrong order had been delivered and that to extremely belatedly, the undersigned would be left with no other option but to take recourse to law.

19. That the undersigned thereafter received a mail from Shri Prashant Bhatt apologizing for the manner in which the entire issue has been mishandled and assuring that the problem would be looked into with care and the issue resolved at the earliest.

20. That unfortunately despite a lapse of 12 days no intimation whatsoever have been sent to the undersigned, it had been requested to Shri Prashant Bhatt to explain as to how wrong order had been delivered, no such explanation has reached, neither has any explanation of how your establishment intends to deal with the problem.

21. That in the meanwhile the undersigned on opening of the 14 Studio Lap Top found the screen of the same to be wobbling, immediately a request for assistance was mailed at new_system_install@dell.com, in response a reply was received that an immediate assistance shall be provided, however despite a lapse of 12 days the undersigned is yet to receive any assistance and is being constrained to work on a wobbling screen.

22. That I am afraid to note that there are certain extremely disturbing features which have arisen in the present matter. The first and foremost is the alleged problems with the parts of studio 14 laptop, why was the order booked in the first place, if your establishment was experiencing problems with respect to supply/component parts of the studio 14 laptop you ought to have as behoves an ethical business establishment following settled principles of trade and commerce politely intimated the undersigned that you would not be in a position to accept the order and the undersigned would have looked for the same elsewhere or with some other brand. It is really mind boggling that a multibillion dollar company like yours is really not aware as to whether it has the requisite stock/inventory to meet the demand or whether the existing inventory is going to fall short, you have people who supervise the inventories and stock and are paid salaries for the same, therefore in such circumstances for a person to be told that despite having booked his order, the same would not materialize is shocking to say in the least and is rather demonstrative of an unfair trade practice on your part.

23. Then again assuming for the sake of an argument that your establishment really had problems with the shipment/supply of component parts with Studio 14 Laptop, what begs an answer is as to why the undersigned was repeatedly assured over the telephone and in answer to his emails that the order was on time and the delivery will take place within the stipulated period, ethical and established practices require you to have honestly disclosed problems if any in the supply of component parts and not to take a customer for a ride by giving him false and concocted assurances of a timely delivery.

24. What however is fundamental is that initially in reply given to the Emails sent by the undersigned assurances were given that the order would reach on time. Thereafter, when the same did not happen even a basic courtesy was not shown to intimate the undersigned that due to some problem in supply of component parts the delivery would not be effected and it was only when some stern language was used by the undersigned that it was disclosed that there was problem in supply of component parts.

25. Furthermore on being enquired initially your establishment did not specify the problem but on being requested again the same was put down to problem with the display screen of the studio 14 laptop resulting in cancellation of the entire orders of the said model, however, on the undersigned requesting for the exact nature of the problem with the display screen and the number of orders which had been cancelled an evasive reply was given that the same could not be provided, what is baffling is that why should your establishment shy away from specifying the nature of problem with the display and number of orders cancelled due to same unless of course the same is moonshine to fool around the customer.

26. That the most unfortunate aspect of the entire episode is that your establishment after accepting and confirming the booking and repeatedly assuring a customer one fine day simply puts to him that either you take back the refund or you upgrade to a model and configuration of our choice, a brief look at the sequence of events reveals that you in answer to a request revert to a customer that yes we have the configuration and we would provide you with the same, you ask a customer to deposit a certain sum and thereafter confirm his order, you repeatedly send Emails re-assuring that the order is on time, you don’t inform that there is some problem, the customer on making repeated calls comes to know that there is some problem and thereafter one fine day in a naked exercise of unequal bargaining power you slap a customer with either you take it or leave it, is it so easy, then again why does the customer has to opt for a configuration of your choice, he has no say in it and does not know what he is getting into, ideally in an event where you are at such a phenomenal fault you should politely put it to a customer that within reasonable limits he should exercise his discretion and select a model of his own choice. In United States in an identical situation you would have given the laptop for free and would have also apologized; now you may not do that in this country and it is not even being asked that you do this but then certainly leave a little discretion in the matter of selection of the appropriate laptop.

27. Then again what is phenomenal is when the undersigned had sent a confirmation for upgradation to Studio 15 Laptop in pursuance to an offer having been given at your end, how do you explain shipment of studio-14 Laptop, the earlier order in any case was substituted with the latter and even an acknowledgement of the same was given, thus is it to be believed that personnel manning your establishment suffer from want of understanding or are so immature that they do not understand what is going on, how does your establishment which goes itself advertising itself as world class explains the mess up unless of course the same was deliberately done with an intention of depriving a customer in an underhand manner.

28. That the yeoman service rendered by your establishment to the undersigned does not ends here, the quotation that was sent originally for the Studio 14 Laptop and approved by the undersigned is different from the one that has been sent with the order, why should it be so, the quotation that you sent as a final quotation to a customer over the mail should remain the same, why should a customer have to spent enormous amount of time comparing the two quotations to find out whether what was ordered and confirmed has actually been delivered. Frankly this again is constitutes deficiency in service, resulting in needless harassment, there is more to this deficiency i.e. despite the undersigned on the 17.10.2009protesting over the state of affairs in the customer feed back online report and detailing the experience no response whatsoever has been received, what’s the point of asking a customer to take precious 15 minutes out of the schedule to fill up the form if the basic courtesy of reverting back is not shown.

29. That the entire episode has left the undersigned in an extremely bad taste and has resulted in needless mental tension and harassment and therefore nullified the very reason for an online purchase directly from the company. Each and everything which was sought to be avoided and was the very reason behind going on line directly through company has come to haunt. The undersigned feels cheated and defrauded, I have fumed and fretted, undergone unnecessary and uncalled for mental agony, needless physical discomfort and the entire episode has been the most horrendous one, with the pain having been compounded by the listless and unintelligent assistance at each and every stage having been provided by the sales representative, who was least concerned with the problems and addressed himself in air, divorced from the point in issue, what is the point in keeping such representatives who expertise either in misleading customers or a totally devoid of any cerebral prowess to conduct themselves rationally apart from saying “what can I do”.

30. That the “gloriously indifferent” attitude of your establishment does not ends here, the undersigned yesterday on the 22.10.2009 received an Email from your establishment intimating the undersigned of the case being proceeded as “return and refund”, now in the earlier Email dated 9.10.2009 Shri Prashant Bhatt had intimated that the complaint made by me had been escalated and the issue would be resolved at the earliest, it took your establishment 13 days proceeding further at the “escalated/break-neck speed”, that’s how efficient your establishment is, then again rather than providing any resolution the mail has made be undergo a fresh bout of fretting, when did I ask for the refund, under the law of consumer protection to what extent can you push around your customer and that to at you own pace intoxicated by the notion of being a multi billion dollar establishment. I am extremely pained to say that you are nothing but a corrupt business establishment which makes strenuous efforts to deprive and harasss a customer, there are no ethical principles that you follow but that of an unequal bargaining power to push and shove a customer and leave him high and dry.

31. I am afraid the facts and circumstances in the present case speak for themselves and manifestly demonstrate the grossest deficiency of service and unfair trade practice, the actions of your establishment have not only been malafide but also amounts to racial discrimination against people of India. Your establishment has an international presence and yet I am sure that nowhere but for in India you exhibit such callous and insensitive attitude and take the customers for ride by misleading them and making false representations, you have to remember that you do not dole out free products and have very stringent terms and conditions, this being so it does not stand to reason as to why your service should be of third rate. I am afraid, all that I can say from my experience is that your practice amounts to an “Unfair trade practice” and a time has come when you should be held accountable for the same and consequently compensate your customers who have been at the receiving end of such practices. You have to realize that you cannot give customers in India a substandard service and that it essentially has to be of world standards, I really doubt whether this is what your customers in Europe or the United States have to face.

puneetsharma50@hotmail.com

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Dell scam and rip off

I returned a laptop to del computers for a repair under warranty on the 4/3/2009. I was informed by a dell advisor that the laptop would be repaired under warranty, I also received an email wich stated that a fully functional laptop would b returned in 7 tp 10 working days. on the 12/03/2009 I was contacted by a dell operative that a charge of £287.00 would be required, when I commented on this he reduced the figure to £170.00, I stillwas not happy with this so I was old a cusomer service advisor would telephone me the next day. The customer advisor telephond meon the13/03/2009 to tell me everything I had been told the day before and with no new offer and did ot try to help me in any way. As a concequence of this the laptop is being returned unrepaired; I would not recomend Dell comuters to anyone following this episode and feel the customer service is zero, all they are interested in is selling poo er quality hardware.

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Glory
, US
Jun 03, 2016 8:24 am EDT

I can not believe it a $700 lap top used very moderately the battery stops charging after two years. To replace it Dell will charge you $150. To talk to Dell and explain this terrible problem they want to charge you $50. Talk about lack of customer service, I understand if I have a new software to install, or can not figure out how to de a setup I can get charged for seeking help. But to tell them that the product is a lemon you need to pay $50. Dell thinks of lap top battery as a disposable product...! or is it a new strategy like filing the ink on your printer...what a ripp off. This will be my last Dell computer I will buy or advise any body to buy.

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Blazer1
San Diego, US
Jun 03, 2016 8:24 am EDT

I bought 2 top of the line laptops, one for my mother and one for myself. After receiving them, one was not functioning properly and I can't even tell you how many phone calls to customer service in India it took to finally get them to agree to send us a new computer. I don't think there could be a more frustrating and completely unknowable support center in the world and that's putting it nicely. Could have potentially gotten over that except then exactly a few days after my one year warranty expired all of a sudden my CD rom drive stopped working. I called to see if they could help me but basically just wanted me to send in my computer and charge me $300+ and weeks without my computer. I was appalled and pissed to say the least. I still haven't gotten my CD rom fixed and every time I want to play a CD it reminds me how much I hate Dell and that I will never, ever, support their business again!

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Nana2011
, US
Jun 03, 2016 8:24 am EDT

Purchased XPS 17" laptop Dec 2010. Received defected Windows 7 OS system, unable to use other installed software/applications.

Attempted to have Dell staff to correct problems to no avail - requested a replacement and denied. Wrote emails, spoke to salesperson, manager, supervisors following protocol to get computer operable, to no avail -

Requested a return authorization, not given - no explanation given. 21 day limitation on return has now expired, 30 days has expired since delivery - web site fine print states, "only arbitration" why no judical process for consumer?

I am totally dismayed in the lack of "reasonable" customer service by Dell.

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juliaflem
Duncanville, US
Jan 16, 2012 4:27 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I purchased a desktop Dell Insperion in May 2011. It was advertised as being loaded with McAfee software and three years of antivirus protection. Not only did the computer arrive without any information about what was loaded, but within 6 months McAfee was infected with a virus that infected Windows 7 and effectively shut down my computer altogether.
Dell wanted $300 to restore it, McAfee wanted $89 to kill the virus, and QVC refuses any help at all.
I feel that the advertising of this product without disclosing the complete lack of software warranties and/or support by all three of these companies is a deceptive trade practice.
ANYONE WISHING TO PURSUE A CLASS ACTION AGAINST QVC, DELL COMPUTERS AND MCAFEE, please contact me:
juliaflem@gmail.com

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ChristinaD
, US
Dec 20, 2010 6:52 pm EST

I have filed a complaint against Dell and QVC with the Oklahoma Attorney Generals office and the US Federal Trade Commission. This is theft pure and simple. Does anyone know of a class action lawsuit against either company? QVC is selling Dell computers along with a one year warranty for hardware and software. It is stated clearly on the invoice. The computer is junk, has been since it was connected to the internet. QVC and Dell are in this scam together. I am trying to find an attorney and also willing to put ads in several newspapers.

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Dell black line

thanks for the heads up. i wont even try to call dell if thats what im going to get. my tv just took a dump. same problems as the rest of this long list of complaints. guess im sol.

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Dell horrible customer service

I called customer service and get some one after 5 minutes and he transferred to another which takes 9 minutes and he transferred to another person and he hang up/disconnected.

I tried 3 times to get some one for just my one inquiry.

Horrible service. I want to return the items and they charging 15% restocking fee if it is not Dell error. Is the satisfied customer service is part of Dell Service/Error.

Please don't buy if you want really good service.

HP I got next day my shipping box and got back my laptop repaired within a week

Horrible customer service

Hemant Shah
New Jersey, USA

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Dell awful company

I am writing to request your assistance with a consumer issue. Because of an illiness last year, I purchased a hot tub recently for $7, 000.00 from Dell Landscaping, Inc. When the unit was delivered, it had deep scratches, panels were broken, the unit contained water, the pumps were used and thrown into a bag, there was no instruction manual, and the unit was a display model. I refused delivery because I had purchased a new unit. After a series of deceitful episodes with both the salesman, Jay and the owner, Anthony Mondello, I canceled my purchase. The problem is that I have been told by the owner and the salesman that I purchased a display model. I personally picked out a new unit from the show room. My receipt does not reflect that my hot tub is a display model. It does not read "Sold as is" or Display Model" or anything like that. My receipt simply contains a model number. Because of this, I have canceled my purchase. The owner, Anthony Mondello, refuses to return my money to my credit card, unless I pay an additional $400 because I refused delivery of the damaged display model. Can you assist me with this matter? Much appreciated.

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Dell do not honor warranty

I bought a new Dell and it worked for a sum total of 3 hours. I called for 2 weeks and they either hung up, transferred me to a supervisor that never answered, transferred me to "another technician" and then hung up, told me to take the computer apart with a screwdriver. I made 14 calls, often on hold for > 30 minutes, and was left with a broken new computer and no avenues for repairing it. They also refused to send a technician to my house, saying that their standard operating procedure is to have me take the computer apart and they will help me fix it over the phone which would violate my warranty.)

I finally called my credit card company and filed a dispute. They required all the notes I had taken of the calls I had made. I also sent 3 emails; they were never answered. I have given Dell until the end of January to come to my home to pick up their computer, as my credit card (Mastercard) has reviewed this situation and has refunded my money in full.

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,
Jun 03, 2016 7:56 am EDT

About four years ago my wife purchased a Dell laptop computer. I believe she paid aproximately $1400.00 for it. Since she only used it while away on business trips. She used it probably ten times over a twentyfour month period. That's when the mother board quit. Since the guarantee was up, and the cost of having it repaired was close to what it would cost to have it replaced. Against my advice she bought another Dell Laptop. Only this time she paid extra for an extended warranty. This one cost over $1400.00. The damn thing hasn't worked properly from the first day. When you open the laptop and try to turn it on. The power will not come on. You have to wiggle the power wire to make it activate. After weeks of trying to contact someone from Dell. Which I would like to say right now is much more difficult than getting a personal meeting with President Bush. She was told to take it apart herself and make the repair.

What kind of a guarantee is that? We have aproximately $3,000.00 tyed up in two units that are nothing more than junk. Dell should be charged with in the least, fraudulant advertising. I'm sure my wife has learned her lesson by now. What good is any product if the company that makes it will not stand behind it? Even after paying extra for an extended warranty. DELL SUCKS!

I've had it. Later on today, I'm going to send an e-mail filing a complaint with consumer frauds division of the state of Florida.

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Howard
,
Jun 03, 2016 8:00 am EDT

I purchased a Dell computer in June of 2008 it was delivered in July2008 and from the third day that I used the computer it has been a piece of nice looking junk. The printer was not loaded to the computer properly, the computer kept freezing, and the mother board had to replaced in November of 2008 and I've only had the computer a little over 4 months and I can't seem to get anything resolved. I've filed a complaint with the BBB because they refuse to exchange the computer. I wish I would have done my research first.
:(

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Dawn Moneyhan
,
Jun 03, 2016 8:00 am EDT

Dell isn't only a rip off, it's also dangerous! I received an inch long burn on my arm just 3 days ago due to it overheating yet again. My Inspiron 5160 laptop has been in for repair 3 times already for the heat problem. It gradually runs warmer and warmer and then all of a sudden one day, it gets super hot and starts to burn the components inside... this time it burned me, too! My warranty expired 4 months ago, and even though this is a pre existing problem, they will only offer to fix it at my expense. Why would I spend all that money for something they haven't fixed during the first 3 trips in for repair? The costs of repair, shipping, and the technical support needed to get those things would cost more than replacing it with a better name brand computer, like HP or Sony! Everyone has called it Dell Hell... I'm expanding that to Dangerous Dell Hell! Consumer beware... none of their tech support people speaks understandable english, nor do they know anything about the computers they are supporting. They don't care if their product works, if it causes bodily harm... not so long as they get their money! When they don't want to listen to you anymore, they either hang up on your or put you on hold for hours at a time. There is nobody "in charge" anywhere that you are allowed to talk to. If you ask for the number for the corporate office, they tell you they don't have it. My husband spent over an hour tonight getting into their online chat support, where the tech told him we couldn't have a copy of the repair history of our computer because it was against company policy. I got the satisfaction of hanging up on them today, after over an hour of arguing with them to no avail. I did so after informing them I was heading straight away to call the BBB and an attorney. I have already contacted an attorney, BBB is next on my list.
I found this information online, maybe it will be useful for others. It's the email and website of an attorney who's working on a class action suit against Dell, and they are seeking people who are having these problems.
E-Mail: mail@lchb.com
Firm Website: www.lieffcabraser.com
Dell may be from Hell, but God has angels too! In my bible God wins... what about yours?

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Dell dell has cancelled my order

I had ordered Delux Laptop Bundle -Dell Part# 292199 through Dell' website, an online purchase. Dell had acknowledged the order and sent a Internet Receipt. 2 days later Dell cancelled my order. They have sent a mail stating that Due to system error the price put in was incorrect.

I wish to get the goods that I had ordered. They were attractively priced and upon order then have now cancelled. I feel cheated.

Regards,

Shirish
Email: [protected]@yahoo.com

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Dell overcharged

Got a letter from Dell finance this week informing me that due to "past negative credit reporting" the new interest rate on my Dell "preferred" acount would now be raised to 29.99%. They also kindly informed me that I had the right to reject the change (in writing)though that would result in the closing of my account. They have joined the rush to wringing every dollar from their customers in advance of new regulations on the credit industry.

I immediately mailed a letter telling them to please DO close my account...I will pay off my balance at their "usual exorbitant interest rate."

I am months ahead on the payments on my most recent of THREE computers I have purchased from Dell. I have spent thousands of $$ at Dell on printers, software, routers, ink... Some of this is personal and some is for the company I own.

Neither I, nor anyone in my company or family will ever again purchase a Dell product.

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Valerie
Valerie
, US
Oct 21, 2008 6:56 am EDT

Sales Rep: On 10 Oct 2008, I ordered a "Studio 1535" laptop from Dell.
Sales Rep: Ronald C. DeCastro us_dhs_chat_reply@dell.com [They refuse to respond to emails]
[protected] [Routed To El Salvador!]

Having found it locally two days later for a cheaper price, I called to cancel the order [since Dell stated that it could take up to 30 days [!] for delivery. Point: Dell's return policy requires that customers return items within 3 weeks [down from 4 weeks as previously required]

BUT the 3 week clock BEGINS AT THE MOMENT DELL RECEIVES THE ORDER, NOT FROM WHEN THE CUSTOMER SIGNS FOR IT AT THEIR DOOR. Therefore, it could easily take longer to deliver the item and negate the return period before the customer is allowed to return the item!

When I called to cancel the order, I was told that I must wait until delivery to arrive and then call to request an RMA number for a return. Once again, I am in jeopardy of missing the 3 week deadline! Luckily, the box arrived on the 16th of October.

When I called Dell for the RMA number, I was informed that there would be a "Restocking Fee" of $135.00 [15% of the $900.80 purchase price].! Even though the box had NOT been opened or damaged the "Return Specialist" [Oh, brother!] stated that the laptop could not then be resold as "new".

Be serious! We all know that they WILL resell it as new. He said that it couldn't be resold as new because the computer had been "personalize" for me.

WRONG!

I ordered NO additional software or optional equipment.

Obviously, Dell is losing money and is trying feverishly to recoup any money possible. Clearly their lost revenue is due, in part, to their UNBELIEVABLY lousy customer service.

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Dell failure to repair laptop under warranty

My daughter has a Dell Latitude laptop under warranty for on site repair through July 2011. The computer stopped working in early august, after several days on the phone with tech support, a technician came to our home and determined the hard drive was not functioning- despite a return visit the computer still didn't work- upon his advice Dell sent a box to our home and we were asked to ship the laptop to a repair depot and assured the laptop would be repaired and returned to my daughter at her college address within 5-7 business day. The laptop was sent as requested using Dell's box and shipping label on August 18. We heard nothing for weeks. On august 26 I called Dell after several hours of lies: eg no such computer, computer isn't a laptop, computer has already been repaired: Dell acknowledged the laptop had been sitting at the depot since the 21st and had not been touched. On august 28 I was advised the laptop was repaired and was being tested to ensure its repair. On September 1st I was advised the laptop had been sent to my daughter- despite daily phone calls and a notice taped to the laptop asking the laptop be shipped to my daughter's college address; the laptop was shipped to our home address! On September 2 my daughter received the laptop- the hard drive had ben removed and was placed in a separate envelope labeled "broken hard drive" THE LAPTOP DID NOT CONTAIN ANOTHER HARD DRIVE!
Dell 's current position is that it will take 48 hours to evaluate the situation. they say a replacement hard drive will not be available until September 10. My daughter is a college junior who is unable to do her college assignments without the computer. We purchased the latitude because Dell advised us this was their premium/workhorse system and that with the extended warranty she would be assured of a functioning computer during her 4 years of college. WHAT A LIE!
DAny and all help/advice would be greatly appreciated!

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M-31 Computer Systems, LLC
Cypress, US
Sep 23, 2009 12:53 pm EDT

I have yet to hear of a college or university that did not have a computer lab. While these labs are quite often over-crowded, it is still possible for one to get one's work done without a notebook; even if it means waiting for 2 hours for a computer. Been there, done that.
As far as Dell is concerned; this is fairly typical for any large company that has grown beyond the ability to manage its resources efficiently.
I've seen Dell hardware failure rates as high as 78% in 6 months of ownership (varying by model and installation) at some business sites my business services. That is, after a company has purchased a Dell product and owned that product for a period of 6 months, 78% of (for example) the computers purchased, have experienced a hardware failure. That's a lot of down time and it's costing businesses and governments a lot of money. Personally, I think Dell, HP, Lenovo, et al should be liable for that down time. Considering that most of these so-called computer manufacturers and VARs provide less expensive (and therefore degraded quality) hardware to the consumer market, I would never purchase from a company like Dell, HP, Toshiba or even Lenovo (high failure rates on all four in my observation). One caveat, Dell has been making a fantastic server product.

If Dell did not provide an SLA (service level agreement) stating that the notebook would be properly functioning within a certain amount of time, then as long as the issue is eventually resolved, they have still held up their end of the deal--just not to your liking. If an SLA limiting the amount of time Dell has to resolve the issue was provided, then you have a lawsuit and I strongly suggest you file.

I don't think it is fair that any business treats any customer this way. We are all people, none more important than any other. My best advice to you in this situation is to be very friendly with a service agent so that a relationship develops between you two. Remember, they are people too and when a person feels like they have made a friend, they will go out of their way to help that new friend.
You make more friends with honey, than vinegar.

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Dell - hard drive failures

I purchaed a Dell Inspiron 1525 Laptop on December 2008. In April of 2009 my hard drive completly failed for reason I still don't know. Rather than go through the B.S. of trying to get Dell to stand behind their warranty promises (I read the other complaints only after it failed) and all the wasted time and issues that always go along with trying to get any...

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Dell horrible customer service

Get help with your dell problems!

I have had nothing but problems dealing with dell recently. From being flat out called a liar to being hung up on i've seen and heard it all. All I wanted was to spend my $1700.00 plus a sizable amount of interest and get what I paid for, but that just wasn't going to happen. I've been transferred, made to restate all my information over and over again, transferred more, give my information yet again, call drops, start over, repeat again. I've never had so many problems trying to give a company my money - ever.

First, it may or may not help, but it will definitely make you feel better and it will at least send you an automated response which in most cases will be the most you've received since first picking up the phone and making the mistake of dealing with dell. — > bbb < — www.bbb.org/

Additionally, I strongly suggest writing an email to the following email addresses. Some may bounce, some have nothing to do with things, but can probably forward your email to someone who can. I was/am at a point where I really don't care who the hell helps me as long as i'm helped. Oh and short and to the point, I ordered my 3rd dell pc, huge issues... Finally made the choice to just say forget it and build my own, the biggest mistake was being limited to my dell account and having to order the parts through them, which has been the same nightmare dell hell.
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[protected]@dell.com
[protected]@dell.com
[protected]@dell.com
[protected]@dell.com
[protected]@dell.com

After emailing the list above I received not just one phone call, but two phone calls from csrs within literally 10 minutes of hitting the send button. My issues are somewhat resolved, only time will really tell.

Good luck, you'll need it.

After dell deleted messages I posted on their forums to help other users like myself:

Thanks dell, if it is possible to sink even further in my views of you, you've just done it. At least you're successful at something! Oh you also just sparked me to find every message board possible to copy/paste my original post and this one too.

Additionally I have used the email list above to send the deleted forum message to get an answer on why it was deleted and will do the same with this when you delete it. I'm sorry you don't like what i'm saying, here is some advice - get your problems fixed with your customer "care" service and every other function of customer service and you won't have to deal with trying to keep your unhappy customers silent!

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Update by socalwendy
Aug 28, 2009 6:02 pm EDT

If you're still having issues with Dell or even if they're somewhat resolved, I suggest that you email their company heads
starting at the top: michael@dell.com

I recently made a post on here with more email addresses.

My only hope is that perhaps this company that I have been dealing with for almost five years can seriously consider
the problems their customer service and FIX them.

Good luck!

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Lorelei Lambert
San Antonio, US
Jul 28, 2009 2:35 pm EDT

Still un able to down load software usb ports in front of machine sill do not work. Keep getting error alter when I try to down laod. I have not had worse troble with a computer in my life. I had notrouble with HP or Gateway. I know I will Never buy another Dell.

Very unsatisfied customer.

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pam mccurry
Divernon, US
Jun 05, 2010 5:05 pm EDT
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just received my credit card bill and was charged twice for 1 renewal order. it kept telling me it wasn't upgrade yet so i tried again and now i am billed twice for one renewal.

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Arthur
, US
Mar 12, 2009 7:39 am EDT

Customer Service Department Refused to fill my order. Suddenly, the order arrived. I promptly returned it as I had procured it elsewhere. The finance department vindictively filed a credit delinquency report for $8 shipping cost to return their product.

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barbara moyer
Eden, US
Jan 27, 2009 11:07 am EST

promised a t.v and printer .after you have paid for your computer. it has almost been ayear since i paid off my computer . they want tell you anything on the phone keep you holdingon this compny is full of lies.

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whatever?
, US
Mar 17, 2015 9:12 am EDT

You must work for Dell--that's what I think. I basically have had the same nightmare experience with Dell. And yes, I am partly to blame because I went back to them even after the nightmare with my first purchase. So fool me once shame on you (i.e. Dell); fool me twice shame of me. I'll remember next time and buy my computer somewhere else.

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Dell Owner
Boonton, US
Sep 16, 2009 7:53 am EDT

You haven't said why Dell called you a liar for trying to buy a computer from them? Were you trying to get credit with invalid information? I agree they shouldn't have accused you of that. Just seems strange. What else is strange is that you still want to have an association with them after what you have been through. I would go to someone else for a computer, and if yo want to build your own, why use Dell parts? They are expensive compared to some online deals

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Brian
Portland, US
Feb 09, 2009 8:45 am EST

HAHAHAHAHA this cracks me up. WHY IN THE SAM HELL WOULD A COMPANY SEND YOU A TV AND PRINTER JUST BECAUSE YOU BOUGHT A FIVE HUNDRED DOLLAR SYSTEM? Really come on

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Dell service level agreement

Hi,

Dell Vostro 1510 laptop - service tag JRG42BS

This is with reference to the below mentioned ticket no and voilation of next business day, service level agreement between DELL and me. Please forward this e-mail of mine to the legal department of yours advising them that this has caused me a mental trauma and the service engineer who came to my relatives house has created a big harrasment, even after me speaking to one of the supervisors of TVS on tuesday regarding the CDROM replacement.

The supervisor who spoke to me on Wednesday have actually helped me out from further harrasment.

I am waiting for atleast a manager to speak to me and not any one else.

If incase i do not get to hear from anyone in 3 working days i will take this matter to the court of law against DELL India.

The same thing happened with me in the month of Jan 09, when Ms. Shweta Makkam, helped me out in resolving the issue related to motherboard, when the refurbished motherboard which was sent to me was faulty and i was not being able to even run the diagnostic on it. The original problem of motherboard still exist, and not yet resolved for which the refurbished motherboard was sent (the horizontal line issue).

Thanks and Regards,
Sunil K S Chauhan
M:+[protected]

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Dell Inspiron 1545 Complaint
, IN
Sep 19, 2009 4:25 am EDT

hey,

DELL INSPIRON 1545, service tag -8H233BS

Dear Concerned Executive,
I purchased DELL INSPIRON 1545 from Chandigarh from V-NET computers vide bill number 4052 dated 2-4-09. For the last one week my notebook is giving problem of restarting again and agian and also showing an error message of "hard disk drive not found" and thereafter i went to the dealer who gave your toll-free number i.e. [protected], [protected] and [protected] to register the complaint. I have been trying these nos. for the last 5 days but the customer care executive is not at all helpful and your computerised message box does not proceed after first sentence which direct to press a button for registration of further complaint. As I am a Lawyer in the High Court, I need the laptop at every point of time and by your not responding to my complaint at the above said numbers has forced me to send my complaint through the Internet.
I request you to rectify the complaint within 3 days failing which i have to approach competent court of Law for redressal of my grieveance at your cost, risk and responsibility.

Regards,
Adv. Sunil Gupta
+[protected]

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Dell horrible customer service

I have had an account with DFS for about 4 years, since purchasing my first laptop back in 2005. I rarely use the account but my credit rating is helped by a longevity with a solid company. I got a new laptop a month ago using their pay no interest for 12 months promotion. I decided to go ahead and pay month to month so that there is some action on the account. Setting up the automatic payments, however, did not work. I never received any confirmation and sure enough a month went by and I got a call saying my account was past due. At this point I tried the website, but my login didn't work! The lost password function didn't work either as the website continually told me there was no one at my email address with an account. Frustrated, I called customer service, talked to two people, and all they could do for me is waive the late fee. So in the end I still have on my record a missed payment. As I got more annoyed they got more patronizing. Since no one would admit that there was a possibility that the company had made a mistake, I closed the account on the spot. Funny thing, after they go through the song and dance of trying to keep you on board, they send you a confirmation email telling you that if you change your mind just go ahead and reactivate the account. Dell is great, DFS sucks!

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nicolejones82
Las Vegas, US
Jun 01, 2010 9:55 pm EDT

Same thing happened to me. I never got any statements either.

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Dell return of product

I called to order a monitor and their tech is in india and they dont have a clue about what they are selling. they told me that the monitor I was getting would have a gloss screen but after further research I found it did not. I called india to cancell the order and they told me that it was already invoiced and they could not cancell this order.So I refused the shipment and never got the product and after 10 days I still have not got my refund for something I never received ? I called to see where my money is and they told me it could take up to 31 days to repay me what the f is up with that I never recieved the product and thay told me they had gotten it back the next day.so they sold me the wrong item and took my money right away but wont repay it for 31 days? I will never again buy any dell products and why dont they employee people inthis country USA I know why they need to maxumize profits so they use cheap labor in india never buy dell products !

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Dell - bad service

Dell computer corporation Pennsylvania, USA My husband ordered a computer from Dell while he was abroad on a short term business assignment. Our regular laptop was almost 5 years old and not working reliably anymore so we wanted a new one. I was going to visit him and take the computer for him to use once it arrived. SO I had a plane ticket booked. The...

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Dell dell gold support

Purchased 3 Dell Precision M6400 laptops. These are the best of the best and all three suffered from the same issues .. lockups, stuttering sound and freezing requiring reboots. After contacting Dell I was passed off to 7 people (SEVEN) and the final person tried to pass me off to the original department. These laptops are $6000 but they have a serious engineering flaw that not even Dell will admit at least in public. Dell refused to even acknowledge the issue until I pointed them at numerous google hits for the same issue. Still fighting with Dell on this !

If you are tempted to buy a Dell Precision M6400 or M6400 Covet, RUN!

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Dell credit card late fees

Funny how every time I go to make a payment, their system is down and when the system gets back up I have to pay the extra $9.95 in order for my payment to get processed in time so I won't get hit with a late fee. It's also funny that I set the "auto pay" twice in their system and it just never seems to work, so yet again another late fee. They're total criminals and I will NEVER do business with them again! I highly recommend the same to everyone else. Besides, they outsource American jobs to India.

Anyone want to file a lawsuit? I'm ready!

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Melissa L
?, US
Aug 16, 2009 11:02 am EDT
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I really don't see this as a fault for dell financial services. My husband and I have used them for all 3 of our computers and never once had a problem. There were about 2 incidents I can remember where there system was down for maintenance when I wanted to pay, however, that was remedied by calling and talking to their representative.

If you have had an issue with auto-pay not being accepted, I suggest you call them (again, they always have phone lines open) and fix the issue. If you have not reported the issue then how can you expect them to fix it?

In regards to paying 9.95 for your payment to be processed in time, it would appear (and correct me if I am wrong) that you are waiting till the last minute to pay. Is this correct? I have deduced this from your post because you say you HAVE TO PAY 9.95 in order for it to be on time, indicating that you are just about at your due date. I still don't see how this couldn't be avoided again by calling them. You can always pay over the phone as I have had to do this several times.

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Dell no computer, took my money, twice

I was sent in the mail, an official notification, replay in 10 days. The letter was signed by j. Johnston. They sent me a $500.00 dollar voucher on a dell desktop computer with $500+ software package. The computer cost $779.95. I was to pay $279.95 difference in the amount. I mailed them a check #1126 on august 2. I received the letter was posted july 25, 2009, zip 75247. I called my bank and they said the company, depted my bank, $400.00. I can't find a account no. On my papers, nor can I find out how to contact them. I am disabled, and really can't afford it, but I took the money I saved up for my property tax, and bought it. This computer is borrowed! I haven't heard from them sence, by phone or letter. I think they scamed me. I would have the computer, but I need my $400. Dollars they scamed me. The bank said they couldn't help me. On top of all this, I will have several checks to bounce on my account. I've never had a check bounce, or written a cold check. What can I do. I'm desprate, and I told my phychcoligist. Due to all this I am really depressed! I'm a good christian person. Do these people even have a heart or they greedy or just evil. Joyce nipper

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Dell tardy product /spare support

Dell India is known to be very tardy in product support. The problem is that the Company does not beleive in retail marketing of spares and one always has to contact the call centre for buying spares/addressing any issues.

As far as the genuineness of the spares etc are concerned, the same is a good model, provided the company has the necessary infrastructure in place.

Dell India has a so called Infrastructure in place, which is atrocious to say the least. The same company, that is known all over the world for this business model, is a terrible failure in India.

I have to buy a battery from Dell for my Dell Latitude D 820 Laptop, which is under warranty. Incidentally, i consider myself as one of the aware users of Electronic systems, and know how to maximise battery life. The Battery of the system has konked off after two years of Service ! period ! thats okay with me, it can happen and i am willing to BUY one from DELL !

But thats the very problem ! Who do i turn to ? no retail, a poor customer support call centre, who doesnt seem to have any system in place to track the requests from Customers.

About three weeks back, i used the Website's online portal to ask for a quote for the Battery - the same went unreplied.

The last week, i called up the call centre. The Gentleman, talked in a glib manner...supoosedly took my request, and gave me a so called reference number in the usual sweet talk way...(the same way many cheap call centres in india work - all sweet talk and no substance)...and assured me that i wud get a revert on the quote the vey next day ! (the way these guys talk, eh ...thats mind boggling, they make u sit on top of the world with a bloated chest (its a different issue that later on u realise that he really took u for a ride )

My freinds and some colleagues had forewarned me that i should get ready for an ordeal if i have to get something out of DELL India - let me tell u - i am not asking something for free, am asking for something that i am willing to pay for. On the expected lines, no response from DELL at all !

Exasperated, i called up the call centre again today - again to be met with a sweet talking executive, who made me feel that i am the most important customer in the world, promising that she would just go across to the desk of the guy who is supposed to send me the quote and i shall have the revert asap.

Alas ! DELL hasnt responded even after 6 hours ! Am sure, as i write this, that no quote shall be in place even tomorrow !

My advise to fellow indians ! DELL has got good products, no doubt ! but please beware of their extremely poor after product support (Many friends of mine and now me can vouch for that).

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Dell laptop not delivered

Hi Guys,

It's a suggestion to all of you that don't purchase anything from DELL as they are doing fraud now a days and doing wrong commitment.

I hope you will get a clear picture from what i have email to dell but they are not replying of any email neither they receiving the phone they got the payment and now making fool so i will go to court but i just wanted to inform all of you about this.

Email start ...

Hi Naveen,

As per our phone discussion you were suppose to sending me the email in next 5 minutes of your manager of parts arrival on 30th of July. I didn't get any email yet And now if i am trying to call you've not receiving my calls that's really bad. I didn't expect it from you man.

I am realizing that you are not replying of my emails now a days so what should i understand. It's been [B]18-19 days[/B] today when i made the payment of my laptop and you committed me that laptop will deliver in coming one week or maximum 10 days. When i called you after [B]12 days[/B] then you told me that your order has been canceled, so is it right from your point of view that you will cancel the order without any prior notification. If i am asking you the solution right now then you gave me the two solutions that either you will refund my money or i have to go with 15inch laptop. And i can't go with any one because these are not solution for me this will be compromise for me and i am the one who is making the payment, the full payment you ask me to make than why would i compromise ?

The mistake is from your side totally, you didn't inform me about my order cancellation neither you've giving me the exact date when can you send me the laptop. You and all your seniors try to make me fool or you may be trying to fraud with me. I have called you more than 20 times yet today in last 30 minutes and you've not receiving my call even. So it's very much clear that you've lying again and again and trust me my mood is getting bad very bad.I have to go to the court now with all the details.

If you've giving me the solutions of refunding my money than i am align with that, please refund my money but remember and it should be very very clear to you that i would need my money with interest. The interest that bank gonna charge me on the EMI of the amount i paid you and the interest aprox 4000 INR.

Waiting for your reply.

My order details are.

[B]Code : 763735
Cost Centre : 21819
Search Key : IRSO2633771
Quotation Date : 09/07/2009[/B]

Thanks
M. Amir
[protected]
[email]amir.[protected]@gmail.com[/email]

DELL FRAUDE | DELL FRAUDE CASE | DELL COMMITING WRONG | DELL CHEATING:(

CHECK IT OUT
[url]https://cs.ap.dell.com/support/orderstatus/details.aspx?c=in&l=en&status=IP&oi=cwHEH%2fa6zn%2fRSwtupnqYSw%3d%3d&ds=86lPReIrDQ0%3d&country=in[/url]

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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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