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Dell review: bad service 175

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Author of the review
11:09 pm EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

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 computer was ordered July 12 and the estimated date came as July 31st. Seemed kind of odd as Dell we heard usually ships very quickly. Upon contacting them, they said it would be shipped early but that the extended date was there just as an estimate. I contacted Dell many times before the 31st and they told me there was a shortage of parts but it should be shipped by the 31st. he 31st came and no computer. I called again and they said it would be delayed by 1 more week until August 7th. I changed my ticket again hesitantly. They reassured me it would ship on the 7th. I called a few times during that week to see if there was any more progress on the computer but they could not provide me with any more info than the website gave me.

On the 6th of August, they actually called me to tell me it looked like it was going to ship the next day. I told them it had to since my ticket was for the 8th of August and I couldn't change it further without giving 30,000 more airline miles. On the 7th, I checked the status of the computer online and saw that the new estimated date was the 28th of August! I had no choice but to cancel the order and visit my husband without a computer. I didnt have time in that 1 day to go and buy the kind of computer he wanted. So he ended up buying a Sony Vaio abroad. When I talked to Dell to cancel my order, they admitted the shortage of parts crisis began in early July, much before we even ordered the computer. If I had known that, I wouldn't have ordered from them. They made no mention of the fact they were behind on orders. I will never purchase from Dell and would recommend others do not either.

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175 comments
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Plaidone
, US
Mar 21, 2011 7:23 pm EDT

I have a Dell Dimension desktop and a replacement printer that won't print & unintelligible service. When I want to print, it won't. The Dell printer that came with our system pulls paper in it an angle. A replacement printer does the same. I now have a HP printer and still can't print.

I spent over 2 hours on "hold" with Dell and could barely understand the woman's accent before she placed me on hold.

There is NO support at Dell. Just taking your money and runnin'.

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VILLTWO
Moorestown, US
Jan 29, 2010 9:26 am EST

W4201C
typical start up when i turn on tv the dell symbols appears. not this time, but i do get a very black screen with present of that it is on.
but it is not. i know i have a problem because the dell logo does not appear. when it first happen I did turn off all the power to the TV (unpllugged at surge protector) and then I turned on the TV and the DELL symbol came on and it worked. The TV was on I was in another room and the TV was off. Try to turn it on again and it will not work even unplugging it. need help please.
I CONTACTED DELL - IT IS 2 MONTH'S OUT OF WARRANTY- THEY TOLD ME TO GO BUY A NEW TV.

WE SHOULD HAVE A CLASS ACTION SUIT. WE ALL HAVE PROBLEMS WITH DELL PLASMA.
SAME OLD BAD SERVICE WITH PEOPLE YOU CAN NOT UNDERSTAND.

CLASS ACTION SUIT ---------CLASS ACTION SUIT --------------------CONTACT ME IF WE SHOULD PUT TOGETHER
VILLTWO@COMCAST.NET

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sunshine lady
EUTAW, US
Apr 20, 2010 12:12 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I PURCHASE A COMPUTER AND WAS SUPPOSE TO GET A REBATE OF 1000.00 BACK AFTER EVERY THING WAS COMPLETED AND A FREE PRINTER AND A DIGITAL CAMERA I GOT A CHEAP PRINTER AND A CHEAP CAMERA BUT I HAVE NOT YET RECIEVED MY REFUND. I HAVE TRIED TO CONTACT THEM BUT THE NUMBER IS NO LONGER WORKING AND THE WEB PAGE IS NO LONGER WORKING. THE LAST TIME I WAS ABLE TO TALK WITH SOME ONE WAS LAST YEAR IN NOVEMBER AND HE SAID THAT IT WOULD BE DEPOSIT INTO MY ACCOUNT AND A FEW DAYS, AND THOSE FEW DAYS HAS NOT GOT HERE YET. THIS IS BEEN GOING ON ALMOST 3 YEARS AND I WANT SOME ANSWER ARE I WANT TO GET A LAWYER TO SEE WHAT WE CAN DO TO GET OUR MONEY BACK PLEASE GIVE ME SOME ADVICE ON THIS THANK YOU

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anita g
, US
Feb 15, 2011 3:17 pm EST
Verified customer This comment was posted by a verified customer. Learn more

january 2010 bought laptop for daughter 14 yrs old screws all fell out after 3 weeks they sent new laptop in april keyboard then falled they came replaced keybored then got virus they charged me money then ran tests and removed virus then february blank screen i went on ehow found how to run diagnostic which said nothing wrong, called dell after hours of going from technician to technician they charged me $65 to run test that i already ran it also came back nothing wrong screen was still blank they said i need motherboard and harddrive and if i pay $260 they would give me a warrenty which i did tech finally came to house and replaced motherboard and hardrive, dont forget computer less then one year old, but they say warrenty on computer stars in january not from replacement i received in april can you imagine all this time and money and they refuse to stand by product thats clearly problematic my 14 year old has never taken laptop out of her room or abused it in anyway, $10 toys that i bought her when she was born that have been slammed, banged, abused, never broke in 14 years.DO NOT BUY DELL

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catch45
, US
Aug 22, 2011 10:17 pm EDT

I purchased recently an new dell Inspiron Duo. I has previously owned a dell Inspiron laptop and had it for over 5 years. The biggest reason I made a purchase again thru dell is that my company (which is one the largest companies wordwide provides employees a employee purchase program thru dell). Anyway I was sent the wrong type of dvd player and I didn’t realize it until I was trying to get my real player to burn a cd. I could sit hear all day and go thru the details about the terrible dell customer service and how between being hung-up on and bounced around like a hot potato that they didn’t take any responsibility and didn’t even want to make any type of a compromise.

I let them know I will never ever, ever ever purchase another product from them and have already at this point successfully talked 2 colleagues out of purchasing a dell and said dont bother.

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galaxy13579
San Diego, US
Apr 29, 2009 12:11 am EDT

Two days after buying a top-of-the-line Dell desktop I encountered a Windows Vista problem dealing with installation and removal of programs. The problem was with the Windows Installer program, part of the operating system. After talking with their level one tech, no nothing level 1 tech Agent (Rahul_195657): to supervisor (Sup_Bondada_56363): and finally a level 2 tech, (lost his name) each offered the very quick solution. I should contact Dell On-Call. It is a paid service that starts at $49 per incident as a minimum. When I threatened to publicize their actual response, the level 2 tech made one effort to solve the problem. He then explained that any slightly complicated problem needs to go to their paid service, even though Dell sold the Windows copy and Microsoft has no responsibility to support that sale. It was clear they felt no responsibility for this problem. This purchase of a Dell computer is probably my 12th purchase personally and countless purchases I have influenced. Rest assured that this is the last Dell computer I will ever buy!

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mercrocs
Seattle, US
Dec 29, 2008 1:32 pm EST

I Bought a 42" Plasma TV less than 2 years ago $1756.20 - Now has no picture and cannot be fixed? How rude. Cannot get any help from Dell. I have to pay to throw it away.

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JAMES READMAN
Penticton, CA
Sep 13, 2009 8:02 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

HI, MY NAME IS JAMES READMAN, I BOUGHT A DELL COMPUTOR FROM YOU OVER PAYMENTS THREW THE PHONE COMPANY, BUT IT TOOK 3 YEARS TO PAY OFF, AT 30 DOLLARS A MTH, JUST GOT IT PAID OFF AND THE WARENTY WAS GONE TOO, THEN THE MOTHER BOARD DIED, HAD TO GET IT FIXED, COST 400 DOLLARS TO FIX IT, ALL THINGS IN IT WERE BAD, SO NO WAY WILL I TELL ANYONE TO BUY A DELL COMPUTOR, YOUR COMPANY SHOULD PAY FOR THIS, AS WAS NOT MY FAULT, SO PAID LOTS MORE FOR COMPUTOR THEN LEAD TO BELIEVE, THE ONLY THING THEY COULD SAVE WAS HARD DRIVE, NOW TO ME THIS IS NOT FAIR, YES I WORK IN A BUSSNESS AND WE TREAT OUR CUSTOMERS GOOD SO THEY KEEP COMMING BACK, BUT WHEN THIS HAPPENS YOU LOST ME AS A CUSTOMER, WAS GOING TO BUY A NEW DELL TO, NOT NOW, U CAN PHONE ME, BUT DONT THINK U WILL, MIGHT COAST YOU MONEY, YES IF WAS RICH MAN WORK TAKE DELL TO COURT

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David
,
Jul 11, 2008 10:36 am EDT

I bought the Dell Dimension 4700C 2 years and a half ago, from the very first moment problems came up. Sudenly the computer was broken (3 weeks after I purchased it), I mean it went off without any possibility of doing anything, they repaired without any logical reason written in the receip.
One year and a half later, the problems with the disc drive begin, such like a blue screen appearing everytime y copy something to a disc, and destroying the disc contents completely. They required me to repared by my self with very complicated operations which honestly I had no idea how to do, finaly the disc drive was broken completely, and they accepted to come, pick it up and repair it. This was the first time. It is already 2 years and a half since I bought it and they have came to pick it up and repair it 5 times in total!, asuring me each time that is was going to work well, formating the C drive already 3 times, and the most important thing, making me lose a lot of time, because I need the computer because of my job.
Even you you take care I lost a lot of data everytime they format my computer.

I also studing computer graphi design and I very need the computer, so the delay in my studies means a delay in finding a new job at the time I estimated. This last week they asured me it was going to be the last time and is not working well again, and I have to prepare many things for interviews that I have next week.

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luna muro
, CA
Dec 08, 2010 2:00 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Dell's service in general is bad.I 'll take it a step further and say that I am completely disgusted with Dell's Software dept. I had to buy a maintenance contract for a year and this is what comes with this paid service-total incompetence and lack of consistency. Every support person I've talked to in the software dept, has been rude, not returned follow up calls for the most part or called back on the wrong day, I have been ###ted about their product knowledge...to the point where I was instructing the tech who was "helping" me with some issues on my 1545 W7 premium. I paid for a service where I have done 90% of the repairs and set up, etc. I have been talked to in the most abusive tone with an equally ### attitude, very condescending and argumentative.
Years ago when a problem on my computer couldn't be resolved right away I was told by the support person they would research it and get back to me, which they would and would also be very reassuring that they were taking ownership of resolving the problem. Back then everyone I talked to was POLITE and PROFESSIONAL. Not anymore, just the opposite. I have been put on hold and forgotten, I have had to wait until the tech finished talking on his cell or his colleagues, totally ignoring me.
I am so disgusted with the service at DEll Ca. I used to be a big fan and told everyone to buy Dell. No more and never ever again. The last call I had with the software dept, was boarding on abusive, as have plenty previous calls have been.
The guy was rude, and instead of being patient with me and answering my questions, he ordered me around, like maybe the way he treats his wife?! He was a total ### to me.
I have rebuilt all of my Dell computers, because of all the reasons I've mentioned about incompetence and also the Inspiron 15 are really low end, garbage that if you're lucky will last more than 2 years without any major problems with the hard drive or any of the drivers corrupting.
I know it is very trying working with the public and in a call center, so is the problem crappy training, lack of job stability, bad working conditions, poor wages? What is the problem these days that could possibly explain why my experiences have been so god awful?
I WILL NEVER EVER BUY ANY DELL PRODUCTS, again. Dell should pay me for all the crap slung my way by it's people and also for ME DOING ALL the REPAIRS, because I knew more than the guy remotely working on my laptop.
I am still so pissed off from my last service call, I could just scream!

Michael Dell, your company sucks but I don't think you give a ###, because you've gotten mega rich off ripping your customers off.

I have spent thousands of dollars at DEll...had I only known that it would all prove to be one of my worst investments in a company... DELL HELL!

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riche
,
Jun 05, 2008 6:31 pm EDT

I bought a Sony Cyber-shot camera from Dell on 6-3-2008. I got the camera on 6-5-2008 and it will not work. I called Sony and talked with them and the man talked me through everything to try to get it to work but then he said it was the camera and not the memory stick card. I called Dell back and he told me they could not help me. I ask if they could replace the camera but he said no that it don’t come with that option. So now I am stuck with a camera that cost $117.67 and it will not work.

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llcordell
Watertown, US
Oct 29, 2009 8:31 am EDT

I DONT APPRIACATE YOU GUYS TAKING MONEY OUT OF MY CHECKING ACCOUNT FOR SOMETHING I DIDNT USE OR WANT.YOU HAVE TODAY TO CREDIT MY ACCOUNT BACK OR I WILL TAKE THIS FURTHER IN TO ACTION!
THANK YOU
LAURA

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Wapsser
, US
Jun 19, 2010 2:38 pm EDT

I purchased online one Inspiron 13 and I paid by my PayPal account from Dell website not any partners or different websites, then I got the email as a estimated delivery and In production status. I checked my status couple times, the estimate date was 18 days after I purchased and I've seen that when I bought the item and I paid for it, not before that. After 13 days I've seen they update the delivery again and for 24 days because they had a problem to find one component whitch is so sad, and then they changed the estimate days again, so finally I just cancelled my order and when I spoke with rep. on the phone I just said I will never try Dell products and I will tell every one I know do not never ever buy Dell products...

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Paul A Seymour
,
Aug 22, 2008 7:51 am EDT

This company has charged my mastercard account $86.95 and I do not remember authorizing them to do so. When I look for this company on the web site shown on mastercard bill this month (www.myord.commn) to find out what this charge is for it is not clear whether this charge is fraudulant or not? I do not want DRI symantec Dell to make any furthur charges agansit my mastercard account without an explanation. Also, I want a refund unless DRI can confirm I authorized to it to make this purchase on July 10, 2008.

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lkekru
, US
Jul 26, 2011 7:49 pm EDT

From: Schiffman_Fran
Date: Thu, Aug 26, 2010

Subject: DELL AWARD Ref: DL/9820X2/10*%

DELL COMPUTER INC.You have won $1, 000.000.00USD. For claim Email:
dellcomputerinc@zoho.com Mr. Ashok Wong

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Jongula W.
Paramount, US
Jul 21, 2009 7:24 pm EDT

I signed up with this company a few months ago, and I have yet to recevived the items that I am paying monthly for... I have called sveral times and I get the run around...

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Anonymous 442
Houston, US
Feb 09, 2011 12:12 am EST
Verified customer This comment was posted by a verified customer. Learn more

Tech support contacted and troubleshooted the problem. Part was ordered (system under warranty) and for some reason DELL CANCELLED the order and did not notify us. Called a week later and had to start over. Order Dpt SUPERVISOR could not 1) order the part so we would have it the next business day (found out that ALL parts they order are overnighted after shipped from warehouse!), 2) SUPERVISOR told me to call Customer Service (WRONG! They couldn't do anything for me) 3) SUPERVISOR even told me he could not conference call to Cust Service or do anything but email shipping department. They were ALL TOTALLY not helpful. Will never have another Dell in this house of Techies!

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Ido Samuelson
Hoboken, US
Feb 19, 2009 4:36 pm EST

I purchased my laptop yesterday. I bought it only because I was told by a sales rep i would get my laptop by sunday or she would cancel the order. I spoke to another rep today who said neither was possible plus it is not possible to either change my shipping to overnight (which initially I was told this option does not exist) or to cancel my order. I feel lied to! Every rep I have called since has hung up on me! I have asked to speak with the manager more then once and I got different people every time claiming to be the highest manager around.

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Ritesh Batra
, IN
May 06, 2010 12:46 am EDT

Can anyone here who can let me know how to get the my laptop battery replaced (XPS 1330) from Dell.

As they are charging almost INR 8000/- for that.

Its started created problem with in six months but now i won't be able to operate my system without power supply.

This is the worst product from DELL.

Looking forward to hear from you.

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k kapur
, IN
Jul 08, 2010 10:30 pm EDT

DELL IS HELL

I bought this laptop les than ayr beack... it is the most unreliable machine. I can understand that there could be adefect but DELL IS NIT LISTERNING! they keep repairing it and replacing parts ... but do not cahnge it or give mu money back
They sauid dell service is available anywhere is the world but When i was in Santiago chile they told me another story.. they can not service this model. I had asked them specifically before purchase.. and read that the sevice can be tramsferred anywhere in the world.. it never said exception Chile!

THEY know its bad piece they have replaced almost all parts eversince i bought it! why can not they just change it! or give me better product. even when they change the parts they do not extent the warranty on the change parts... they seem to know that its going to fail again so why give aguarantee!

DELL IS HELL

Itsw very unreliable and erractic system ..

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danlfarrell
Hagerstown, US
Jan 15, 2009 2:17 pm EST

I recently (October 2008) needed to upgrade the storage capacity of my Dell 4600, which I'd purchased in 2003. I turned to Dell for two reasons: up until now I'd received good service from them, having bought three systems from them over the years, so I felt I'd get good service now; and I trusted that they would know what I needed, as I am not a hardware guru, and so I would not have to worry about making mistakes. Unfortunately this was incorrect on both counts.

When I spoke with Dell sales, I said I wanted a 1 TB SATA drive. The rep said my system was not SATA compatible, and I would have to go with EIDE, and the largest available was 500 GB. I took her word for it, and as time was of the essence (I am a grad student, and had assignments due that required massive amounts of drive space and my original 120 GB drive was near capacity) I had the drive overnighted. The drive arrived the next day (the only thing that was to go well in this affair), but when I contacted tech support to have help walking through the installation, I found out that I needed an IDE cable, which did not come with the drive and was not available in my machine. This was my first surprise. When I called Dell sales, they told me they'd be happy to sell me a cable, but it would be several days before I'd receive it. Upset that, if I'd been told about it, I could have purchased the cable at the same time as the drive and therefore would have had it then already, I opted to try to locate one locally. Little did I realize how rare IDE connectors had become... I had to go to a specialty store that was not open on weekends (I found out Friday, late). Once I had the cable, I contacted tech support again and began the installation... when I had the cover off, and was trying to locate the bay into which the drive would go, I discovered that my original drive was a SATA! I had never seen a SATA connection before, so did not realize what it was until the technician told me... that was when I began to feel REALLY upset. That began my adventure with Dell customer service.

The more I ruminated, that day, over Dell's mistakes, the first being told my system was not SATA capable, the second not even being told I needed additional parts to make my second-choice drive work, the more I felt they needed to make this right by offering me the SATA drive I'd originally wanted at the same cost as the one I'd been told was my only choice. I sent them a complaint to that effect, and waited... and waited... and waited. They then sent me a letter saying no. I complained to a supervisor, adding comments about how I have been a loyal Dell customer for years, and would like to continue to be (when I graduated I would probably be buying a new, high-end system). And waited, and waited... in the meantime my original drive began to make sounds, and I thought I might need to replace it; I also thought it was becoming less and less convenient to simply return the drive I'd mistakenly been told I needed (but which did work) - so I changed my proposal to this: I would buy a new 1 TB drive at the cost of the EIDE drive I'd bought, and Dell would ship it overnight at no additional charge. I felt this was equitable, especially since the cost of 1 TB drives continues to fall rapidly, and this was dragging out so long that the prices had fallen appreciably, making Dell's "discount" to me even less.

Dell didn't see it that way.

I just got off the phone with their "supervisory staff". He tried to tell me that there were no internal drives offered on my system's "upgrade path", so they would not sell me one (although if I wanted to buy one locally, I was welcome to). When I pointed out that, if his assertion was true, the sales staff that had sold me the internal EIDE drive was doubly wrong, he tried to tell me it had been an issue of availability at the time...

Basically, he was giving me rationalizations that made Dell's position for denying my request seem appropriate, and when I pushed to hear Dell's final position he finally said no. I clarified that Dell was denying a long term customer a discount that amounted to $20.00 at this time after having been given bad advice under urgent circumstances and then gone through a four-month run-around trying to resolve the matter, and he repeated no. He tried to add that Dell was noting my concerns, and would review the events to be able to provide better service in the future, but I interrupted him by replying that I had no interest in what Dell did in the future as I would not be doing business with a company that valued $20.00 over loyal customers.

The final summation is this... caveat emptor. If you have a Dell system, you need to learn its technical specifications yourself and do your homework before calling them. If you don't, and a mistake is made, even if it is Dell's, you can expect absolutely no contrition or even regret on their part. But they will be happy to sell you something else to make it right. Oh yes, and don't forget they'll ask "Is there anything else I can help you with today?"

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denise stingley
Houston, US
Apr 03, 2009 2:34 pm EDT

i started paying my money with bluehippo last year in may . I've been calling about my money or the computer at the end of the year in Nov 2008.I've been calling ever other day i even told them that i don't wont them to take out anymore money. Know they tell me that they have sent a note to shipping a ask for number to shipping or manager just at get pass the person on the phone . I even called Dell to see if they can help me but they say they can't. I've made several calls attempting to get a refund. I believe bluehippo is a scam an a fraud.!

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Tistolle
, US
Feb 21, 2011 6:17 pm EST

I have had this problem a number of times now (approxamate 4 times). I have paid good money for a R25 000 laptop and dell has failed to live up to its next business day contract...it is now roughly 7 working days that i last asked for support and no one has phoned me to address my problem! This situations has happened many times and all dell can say is sorry it wont happen again. Again? Where is the act of goodwill when you need it? That is what i require now from dell. I now want the customer care manager to phone me and not a consultant!

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Quintane
, US
Mar 02, 2011 6:21 pm EST

I bought a Dell notebook and everything was fine. At that point my screen display was dark so after talking to a Dell service rep, he advised me to send it to the Dell service center via airborne. Airborne confirms my notebook was delivered to Dell's Memphis service center.

I have spent over 7 hours on the phone with Dell and sent countless e-mails, but I am in an 800 number nightmare. Everyone keeps referring me to someone else. They respond quickly via email, but only to refer me to another 800 number.

At this point, I don't know where the laptop is.

I would like to warn everyone to think twice before they send a computer off to the service center. I was told I would probably have it returned in 48 hours --- it has now been 2 weeks.

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Tiksone
, US
Jun 01, 2010 9:29 am EDT

I was waiting for the Free upgrade that I was supposed to receive for Windows 7 when I purchased my new computer. When it never came I contacted the service department and was told that I had to register my software at a site. (Something I was NEVER informed of). They also claimed to have sent out emails informing those eligible about the need to register. (An email I never received). Now, you can no longer register and the offer is no longer available. So, something that I was supposed to have received free with my purchase is now going to cost me MORE money out of my own pocket. Why was I not informed of this? Instead of trying to fix the problem, their response has been basically, "sorry for your luck". Not very good customer service.

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Granson
, US
Dec 16, 2009 6:46 am EST

Bought a computer on 4/6/08 and supposed to have it shipped on 4/10/08. That date I've got an email letting me know that has been a delayed: will be on 4/17/08. Today I've received another email telling me that they have another delayed on the shipping will be between 4/24 and 5/1/2008. Well, until today I did not say anything, but today I started to complaining to them directly and all over the places I find. It is unbelievable that Dell ( this for you too Mr M. Dell ) gave the reasons it did and also the customer representative left me waiting for ever on the line as soon as I asked for a supervisor! Unfortunately Dell is one more of the home companies that is leaving the way "it used to be". And customers are with no help from games.

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Irvine
, US
Feb 18, 2009 9:23 am EST

I purchased 2 laptop computers from dell 3 years go with full replacement warranty covering everything on the laptop. I called dell to replace my battery and they are saying it is an consumable part and the warranty does not cover the battery. If you sell someone a warranty that covers everything on the machine is the battery not a part of the machine or warranty? I will never buy dell machine and will discourage everyone who ask me about computers from buying dell. Over the last few years I have purchased 8 computers from dell including a server for my company but never again will i buy a single dell machine. I hope others will stop buying this machine also. They are all criminals and don't care about the consumer.

DON'T BUY DELL WARRANTY OR COMPUTERS, IT'S A WASTE OF YOUR MONEY.

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Quarify
, US
May 31, 2010 8:23 am EDT

I purchased a Laptop from Dell, after 3 months the hard drive went down, I sent the computer back, within a couple weeks I received it back with NO hard drive, they sent it separately FOR ME TO FIX...it was not even put back together correctly..More problems continued. I requested a new replacement computer and received one within about 2 weeks, after another 3 months the hard drive once again crashed. I then found myself on the phone with support, again, and on hold for approx. 45 minutes and finally spoke with someone from India, (beside bad products they also outsource American jobs), I tried to get a refund so I could purchase a reliable computer to no avail. Shouldn't there be a lemon law for computers?

Never again will I do business with such a company as Dell.

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Adnans1
, US
Sep 29, 2009 11:06 am EDT

I had purchased a Vostro 200 2 years ago and the power supply is blown on it. Called customer service who diagnosed the problem and recommended to order the part. It's been 2 months and my order keeps getting cancelled without any explanations. When reorderd x3, always got a lame excuse that the order was not done right. Unfortunately all there work is handled abroad and not in the US. It's the last time I will spend money on a DELL product. We need to buy products who have a store or someone we can get in touch with in the US and not abroad. Poor customer service.

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Erik14
, US
Sep 15, 2010 11:16 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I have been a customer of Dell’s for over 10 years. I have purchased personally at least 6 computers not to count the corporate accounts I have had with them. Not that any of this should matter.
I purchased an XPS laptop from them. Over the past few months it has had the motherboard replaced twice, the power supply replaced, the video card replaced and the ram replaced, and yet it still does not work. Now keep in mind I use this computer for professional reasons and have had to suffice on my netbook while I hoped that, maybe this time, my computer would be fixed.
Of course, no such luck.
I called Dell today to report that at this point, my computer should probably fall under their lemon policy and I would like to replace it completely. I spoke with technical support who told me they would be replacing it with a refurbished computer. I tried to explain that this is unacceptable. I had purchased a new computer, which Dell had now agreed was a lemon, and they wanted to replace it with a used product. Also I would like to note that at this point, I had been on the phone for around 1 hour.
They Technical Support Department said that they thought I had a point and would need to connect me to their Customer Care Department and would note that they believe the computer was a lemon and should be replaced.
Upon speaking with the Customer Care Representative he decided to escalate me to his supervisor as he couldn’t approve anything himself.
When the Supervisor came on, he explained to me that this was actually a Technical Support issue and he could do nothing about it. I explained to him that I had been sent to Customer Care by Technical Support. The Supervisor denied that this could have happened as “Technical Support handles any kind of replacement due to technical issues.” He then disconnected me completely. Total time on the phone now, 1 hour 47 minutes
I then called Technical Support since it seemed I would be sent back to them anyways. I explained the issue up to this point and was once again upgraded to a Supervisor. I once again had to explain my story to this Supervisor who then informed me that they would call the refund department WITH me and have a conference call so that we could resolve the issue. This Supervisor also stated that a refund should be instated but she was not able to approve such a thing.
I then waited on hold for 25 minutes.
Finally the Refund Department answered, with no sign of the Supervisor from Technical Support still on the call. I had to again explain the entire situation and when finished explained I was sent there because I was told they could actually approve the refund. He, of course, said he could not do that, and it was actually for Customer Care to approve. I told him that I had already been sent to Customer Care so he said he would actually stay on the line so we could all talk. Total time on the phone at this point: 2 Hours 54 Minutes.
I waited on hold when finally Customer Care answered, with, of course, no sign of the Refund Department Representative. I started explaining to Customer Care the situation when I get interrupted with “could you please hold for one second” and they hang up on me.
I call back and go through their switchboard again and get back to a Customer Care Representative who listens to my story and tries to send me back to Technical Support. I fought it, explaining all the “conference calls” I was supposed to have, and all the circles I had been run in. He then explained that I could continue, but bottom line was I was only going to get a refurbished computer, no matter what I did.
I ended up, after 3 hours and 42 minutes on the phone, having to accept a used computer for my broken new computer, because Dell has no care for their customers.
If you bought a brand new car from me, and it was determined BY ME to be a lemon. If I told you I would take it back, but we would be replacing it with a CERTIFIED Pre-Owned! How would most people respond?
This company has completely failed its customers. Their stock has dropped around 1/3 in the past 6 months. Dell Computer are now being sold in Wal-Mart. I want to discourage anyone and everyone from ever purchasing a Dell. The only reason until now was the “Award Winning Service” they promised, but they do not honor their warrantees and they play games with their customers.
I hope I at least save some other people some headaches and money.

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Miron
, US
Oct 14, 2010 4:53 am EDT

Dell computers are horrible.

Never again.

I bought two: a desktop and a laptop. Both are pieces of junk.

Even writing this: I have been required to write this over and over to

even get the keystrokes to populate correctly.

I will never buy Dell again.

Junk. What an expensive disappointment.

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BridgetB
Saint Louis, US
Oct 24, 2009 11:32 pm EDT

I sent my Dell computer in 10/1/2009 for technical support with my warranty (the shell was broken at hinge). Today is 10/24/2009, still have not received my computer. They sent my computer to my old apartment address, even though I told them I moved and gave them my new address - which is where they sent the box that I shipped the computer in. I have called more times than I can count, I think at least 15, been on the phone for hours - one day I was on for 2.5 trying to get some answers. I received a call today that they wanted to exchange my computer. I, like an idiot, did not back up my photos on computer so said no. He told me that although it was returned back to them it will take a while to find it. Great! And, if I do get an "exchange" I get an old computer that has been "well tested." This is the worst consumer experience I have ever had. I will never buy a Dell or any Dell product again.

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Troy
Orange, US
Jan 15, 2009 3:14 pm EST

Sent my computer in for repair. When they shipped it back, they shipped it to my old work address, not the address they picked it up from. When I found out that my system was miss shipped, I contacted Dell (1/12/09). I was told that there was nothing this team could do and that I would get a call back in 24 to 48 hours. On Wednesday (1/14/09) I called Dell and talked to a different manager. He said my case had been assigned to the executive team and that I would get a call back and that he would send another request to call me. On Thursday (1/15/09) Shobhit (ID 55196) told me that I will yet again be getting a call back today. The entire time (one full week), the system with all my personal data has been at a different location then mine.

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Centuryonly
Newnan, US
Oct 21, 2009 7:48 am EDT
Verified customer This comment was posted by a verified customer. Learn more

My Dell laptop was only 5 months old. The keyboard was malfunctioning, I was getting frequent blue screens which lead to hours and hours of system restores and my DVD drive stopped recognizing disks.

I returned it to Best Buy since this is where I bought it. Geek Squad told me they could ship it to Dell where I would be without my work laptop for 7-8 weeks or I could give them $130 and they would return it to me in 4-6 days repaired. For an additional $160 they would give me an external HD with a complete back up on it. Not a bad idea and I should've had it all backed up anyhow so I chose to do it.

I payed up front for the services and expected to have my laptop back in a few days. On day 5 they told me they still had no idea what was wrong. On day 7 they told me they couldn't diagnose yet because it kept blue screening (duh). On day 13 they called and said there was no way to repair and asked my permission to wipe it clean and do an OS install. Everything was backed up so I said OK. They promised it would be done and returned to me by the end of the day.

At 4:00 I receive an automated message telling me it was ready for pick up. I drive all the way there only to be told that it was not ready and that someone should've called to tell me to ignore the message. Two days later on day 15 I receive another message. Surely it was actually ready this time. NOPE! I get there and they can't find it and try to convince me that I had authorized it to be sent off and it hadn't been shipped back yet. At this point I was ready to strangle them and they knew it. All of the sudden one of them realizes that my laptop was the one they were presently working on. They tell me its not ready. I blew a gasket! Ten minutes later they come back out of the back room and hand me my laptop and tell me its ready and they had just tested it three times and everything was working.

I took it home, booted up and immediately got a virus warning. I deal with it, quarantine and remove. Then I start typing and the keyboard is still malfunctioning. I pop a DVD in and guess what... it still doesn't work.

I payed $300.00 to have my laptop returned in a worse state than when I gave it to them. They are incompetent and dishonest.

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linda mclean
thurrock , GB
Jan 13, 2010 3:02 pm EST

hi there ive got a pc all 6 needed items have different names i purchased them a while ago, ive actually had to take it back to the shop since the org'l purchase date, i was told that it'd be better if i paid to have it speeded up and so i did . for a short while it was absolutely perfect but now all of a sudden its really playing up again all commands are coming out wrong the cursor changes to the hour glass the frame keeps freezing i cant log in to a single jobsite because it says that my email address isnt right nor reconised by the computer what can i do with this thing? its ridiculous costing money and causing stress . i need to do regular job searches as im unemployed it even redirects the searches without being told to do it can you help i can only provide proof by trying to do it via web cam

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Irvin
, US
Jan 16, 2009 4:50 am EST

I ordered a dell computer and I had to under go a serious surgery and I am not sure when I can return to work. So I contacted Dell for 5 days finally got a hold of someone and they told me not to refuse the computer. and that under these circumstances should not charge me the 15% restocking fee. When I finally talked to a customer service they said not only would I have to pay the restocking fee but also pay so have it shipped back. If only had refused the package I would not have to pay that back, but worse then that they refused to take the 15% off. It's really nice to know that I'm doing business with a company would really could care less about people and more about the dollar. they even said they would give me a 35.00 discount if I keep the a computer. It's very sad when the dollar means more than anything else. also by the way it was a basic computer no add ons so there was no special things added to the computer just a basic model.

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Elgido
, US
Jan 24, 2011 5:46 pm EST

I have been a customer of Dell for a number of years. I had taken out credit protection on my account since I had the account in the beginning of 2006. I was injured on the job and went on total disability in October 2007. I was a police officer and recieved injuries in a robbery and had two back surgeries and after retirement in 2008 I had prostate cancer.The recovery time was excessive and forgot all about the credit protection that I had on my account during that time.I was making payments on the account after the injuries but fell behind. Dell sent the account into collections and I called them on this date January 2011 after finding that I was in fact up to date at the time of the injury and was up to date even after I was placed on full disability and that the insurance should cover the payments until paid in full.I was told that I did not apply for the insurance during the allowed time and therefore I am not entitled to the insurance coverage..I tried to explain that I had a number of issues going on and that I was just not aware of the coverage. The insurance on my other cards did have coverage and they are taking care of the amounts due. Spoke with attorney and was told that that is the proper thing to do. Dell stated that this is my problem...This just does not seem right when the other credit cards are taking care of the matter since there were circumstances beyond my control..

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Chugly
, US
Sep 19, 2009 1:46 pm EDT

I placed a laptop, printer, and camera order with Dell in January 2009. Dell's sales representative quoted me the following: laptop for $715, camera for $65.24, printer for $49, and bag for $19, total with tax $933.76. The representative said that all the items were on sale, plus I could get an extra discount for being a college employee. I even open credit account with dell to get 9 monts interest free.

On 2/14/09 I noticed that I had been overcharged $867. They did not give me the products on sale, plus I did not get my college employee discount. My net total was suppose to be $933 and it ended up being $1, 800.

I made many calls, got transferred to people that did not care, many of them from India. I kept calling and calling, then I finally got a hold of the sales representative that I put my order with on 2/18/09. She said that she could see that I was overcharged, and that she was going to work something out with me. I never heard back from her. I spoke with her manager who later informed me that the sales representative no longer worked at Dell. I made more calls on 2/19/09, 2/21/09, 2/25/09, 3/6/09, and 3/7/09.

I have had various phone calls with the sales managers who kept saying that they were going to fix my account, and as of now 3/16/09 it still shows that I over $1700 vs. the $933.

I am a hardworking college employee with a Business degree. I was ripped off. Please inform people of Dell's sales practices. They advertise soo much to students and colleges, but do not hold to their sales advertisement.

I also filed a complaint with the Better Business Bereau's.

I will not ever buy a Dell's product. Horrible experience!

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Moemie
, NL
Nov 16, 2009 5:50 am EST

When I tried to install my software on the computer, I found out that the computer had a wrong configuration. This could only be solved by re-installing Windows Vista from the DVD. This whole thing cost me a lot of time. After that I realized that the software that I'd bought with the computer, was no longer there, and was not on the website to download. I am 6 weeks further now, and several compaints and I still haven't received it.
After that, my DVD-burner wouldn't work, nor my printer. After two weeks, someone came over to install a new burner, but it still didn't work. They told me I had to re-install Vista again(!). I couldn't agree with that and finally had someone to install it for me, and also bring another new DVD-burner and a new motherboard.
My printer is still having trouble, but no-one is replying my calls and mails. I was to get a free upgrade to Windows 7, haven;t received it. Also, it appears not to be free: I have to pay 20 euro's for it, and have to go through a lot of administrative trouble that only gets worse every time I contact Dell about it.
I contacted several people within Dell company, even Michael Dell himself. It doesn't help at all.

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KRISTINA WOODS
Chester, US
Apr 06, 2010 7:22 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I SIGNED UP ON LINE TO RECIEVE A FREE LAP TOP COMPUTER. I HAD TO ALSO SIGN UP FOR THREE WEB OFFERS IN ORDER TO RECIEVE THE COMPUTER. i SIGNED UP FOR CHILDREN'S BOOK CLUB, COLUMBIA HOUSE MOVIE CLUM AND RJM MAGAZINE MEMBER. ITS BEEN ALMOST A MONTH LATER AND I HAVEN'T RECIEVED ANYTHING THAT LOOKS LIKE A LAP TOP!