Dell
Reviews and Complaints

I placed an order with Dell and there were several options for shipping. To get it in a few days, it would have been free. I elected to do the most expensive option, which cost an extra 20.00, for next-day air. It is now the 3rd day, and I still do not have the package.

When I contacted customer service they informed me that what they "meant to say" was next-day air from when they get around to processing the order! Not only that, they REFUSED to credit my 20 back to my Dell card.

I have been a long-term customer for many years, and always use my dell credit card. This is so unbelievable that they would rip off a customer by indicating next day delivery, not doing next day delivery, and refusing to give my money back.

When the rep refused my request due to their false information on shipping, he indicated that there is no one else to appeal it to, and his decision is final. It is truly false advertising. I have NEVER paid the next day air charge at ANY company, and not received it next day. Worst part is that they refused to give my shipping difference back after they failed to provide what I purchased.

We have bought all of our PCs and laptops from Dell for the last 15 years. Next time, we will not make the same mistake.

My regular manufactures warranty was up in 2017. So I decided to pay for dell concierge tech support for $239. The whole time I had it I had software issues and they said that my warranty did not cover it which it did because it was the top of the line tech support they had. I found this out that they scammed customers out of there warranty after mine expired. Also support assist was not working the whole time and still isn't when I had the warranty but they refused and just blew me off so they didn't have to fix it. After finding out about the warranty scam I called and complained about it because support assist is supposed to help you fix your computer when you don't have a warranty. I talk to numerous people at dell and no one would address my situation unless I paid for it. Not to mention after registering my computer in my name someone at dell registered it in a different country. When I addressed that they had nothing to say about it and finally changed it back.

I was trying to reinstall Windows 7 on a new hard drive in a Dell Precision Workstation laptop to support developing software for a client who still operates his entire computer system on windows 7. I was surprised to see Dell os recovery software would not work on my specific computer. I tried to download Windows 7 from Microsoft's web site, the web site would not accept my product key (the on Dell affixed to my computer at the time of purchase). Microsoft directed me back to the computer manufactured to download the software. This is standard practice with Microsoft when dealing with OEM software. I searched your site to try to find where and how to download Windows 7 iso file. I did not find this information on your site.

I have developed software for forty years. I have worked with many other computer manufacturers, computer component manufacturers, software developers and all have locations on their web sites were you can download the information you need.

Last night I called your 24/7 support to see if you have windows 7 iso downloads on you web site. I reached Jonas ID # 693958. He simply told me my computer was out of warranty and that he would not help. I was not asking for warranty on any parts or components of the computer. I was asking for access to software that was supplied with my computer. In my 40 years of working in technology, I have never met a more rude and unhelpful tech support. I when Jonas would not answer my question, I asked to speech with his supervisor, he refused to let me speech with a supervisor. I had to ask for his name and ID number over eight (8) times before he would give it to me. This is extremely poor customer service. If this is the best customer service that Dell can offer, I will not purchase anymore Dell equipment and will encourage the companies I work with not to purchase any Dell equipment. Customer support is extremely important. You seem to have forgotten that.

Unfortunately, there is nothing you can do to resolve this issue. You have lost not just me and my company as customer, you have lost all the future purchases from all the companies and individuals I influence.

It is very difficult to communicate with the representatives from India. They have very strong accents and becomes very frustrating having a back and forth conversation trying to explain the problems. Please provide representatives that don't have such a strong accent. It is noticeable that at times they get frustrated as well. I would like to continue consuming your product, but in trying to resolve my issue with Dell PC with no avail, I might just move in a different direction.

I called dell customer care support Canada to seek help on ongoing sustem exchange and that i wanted to buy the exchange system and if arrangement can be made for the same and if not I asked for 25% refund on my original purchase as compensation for 4 months of harassment and spoke to joe who is the manager as I was told by the team of dell Canada customer care and she was the rudest person I ever spoke to ..I have been dealing with issues with my laptop purchase since september2018 and she totally ignored my frustration over it and was trying to walk all over me with her rude and loud tone and got onto my nerves and I had to finally hang up the phone
I called dell Canada customer service again so I could talk to some other supervisor or senior in regards to same issue but I was told there is no one I can talk to except JOE again and joe is manager for whole Canada customer service
I have been life long customer of dell so far and never ever imagined such pathetic services from dell and that such ridiculous people are hired by dell and on top of that dell has no one else whom a customer can talk to

I bought INSPIRON 15-3558 Tag 7HNNOC2 in 2017 which came with a one year support, exactly to the timing after the original purchase year, the laptop would not connect to my Internet, when all other devices could. I called Dell, they told me my tech support had just expired and they would be willing to give me a new contract for $99 to which I agreed and they proceed to fix the issue rather quickly and I was able to connect to WiFi. Now today, once again, I had the same exact issue, the laptop not connecting. Even though is does show that I am connected. This time they said my contract expired 4 days ago and instead of $99 they would yes, proceed to do another service contract for another year for $169. I was able to explain to technician about getting it for $99 like the prior year. To which he agreed to the $99 except this time, they would need $70 to restore my pc to connection to wifi because my contract expired 4 days ago. I tried to convinced the sales rep to please fix the problem because the contract just expired but he refused. I had no issues the whole entire year. Both times right around the expiration date and both times the same issue.
It seems to me that Dell has something going where they are able to proceed and disconnect the laptop WiFi settings.
This is my first attempt with you to ask you to please arrange for a technician to please call me ASAP so they can please proceed to have my PC WiFi settings restored, so my daughter can connect her school laptop to the internet.

I am looking for Dell technician to get this done at no fee of $70 in addition I am looking to get a new service contract for next year at the cost of 99.00 and not $169.00.
No I do not want to pay $70, nor $129 to fix one time problem now, nor do I want to pay $169 for one year service contract. Please contact me ASAP as we need her laptop. Thank you in advance phone [protected]. Tag #7HNNOC2

Thank you.

I am a first year university student. I purchased a brand new Dell inspiron i7 laptop with an AMD Graphics card at the beginning of the year from Matrix Warehouse. However I am very disappointed with the performance of the device. I experience a great amount of lag when using the laptop and it often overheats and crashes. It also struggles to perform basic tasks, such as opening windows explorer etc. This has left me very disappointed with the product on which I heavily rely on. As a student, it was very difficult for me to gather the money to purchase this device which was very expensive (R12000). Is there anything that can be done to fix this problem as this is not what is expected of a brand new laptop. My device is still under the factory warranty and is less than a year old.

I work with dell servers with a large company and the support I get is great...
Did I say great

But but
Laptop info service tag: 9212ph2 express service code: [protected]

My dell xps support sucks beyond sucks. I will never extend the warranty. I have spend 4 hours over 2 days with a person that does not speak english. the people on your xps warranty support have no no understanding of how things work in a computer.

The warranty is worth nothing if I can't use it. there is a legal case to be made about not supporting your warranty claims. I would think class action. other must be having the same issuses

Maybe you could offer something call class a warranty that works. I would by more for a warrantee if I could call qualified people.

I bought a laptop on DELL website on 07 November 2018. My order was cancelled by Dell on the next they, they said the address informed in the order was different of my bank address which is not true.
Anyway, today is 12 December 2018 and haven't received my money back, they always say that I am going to receive the money in 5-7 business days or that they are working on the case. That's unacceptable, I am very disappointed with this company.

To whom it may concern:

I have today followed up and made a complaint with the Better Business Bureau. With the intent of warning potential private and commercial customers of the inflexibility and lack of support to loyal customers they can expect when doing business with Dell. In making this BB complaint I observed many other complaints that Dell has chosen to ignore as a matter of standard business practice. To big to fail is the impression you promote. We have all seen that attitude cannot be relied upon.

The fact that my financial statement was sent to me 5 days after you added the interest charge is just another example of your intentional deception.

I will state this once again. You have deliberately and without full consideration chosen to put my campaign against doing business with Dell into action. It is the principle of doing proper business and valuing loyal customers not the technical legal details regarding money, that you have made the point.

You have lost my respect and my loyalty and will find that I am a respected engineer and one who will ensure private and corporate customers avoid working with Dell at all levels of business.

Supervisor Bong has made a grievous error in judgment by choosing to not even speak with me or to consider flexibility toward a respected loyal customer. His actions were degrading and his offer insulting.

You can expect additional communications to go out to my extensive customer base. Those communications will not include this one personal event. I have many documented technical quality issues I have not found the need to disseminate widely. You have triggered my need to send these documented issues with real life companies and references for verification to those customers I am working with who are currently considering Dell proposals.

Servers dead upon arrival, bad DIMMs, failed motherboards, thermal sensor failures, missing or wrong parts installed, outages that could not be resolved with in SLA etc. etc. In the past I have been willing to work through the many issues and try not to be unfairly judgmental. You have taught me that it is time now to go ahead and tell more accurately what I know and what my Dell customers have experienced firsthand. I will never recommend or sell another Dell product again.

My feeling is that you will not care or take any action in the end but never the less, I will do my part to be more upfront with your potential customers.

Good job Bong!

Sincerely,

From: Fred Hubbs
Sent: Monday, December 10, 2018 1:26 PM
To: '[protected]@dell.com'
Subject: Customer complaint

To whom it may concern:

I noticed today for the first time (Dec 10, 2018) that a purchase I had made for a monitor (Dec 4, 2017) financed using my DFS account was a "special no interest" offer for one year. I was completely unaware of this fact.

The monitor advertisement on your website made no mention regarding the price was based upon a one year no interest special deal. I am well aware how deals like this work. If they are not paid off before the end of the time limit, full interest for the entire time frame is charged against the financed amount.

The deceptive practice of not notifying customers that the end of such agreements are coming up is a common practice among many unscrupulous financial firms. It is only noted in monthly statements that customers seldom read when making just a single purchase. Especially once they have setup the automatic payment. This is a practice that is counted upon by lenders in order to increase revenue, not to mention the proverbial practice of the "fine print".

I do take responsibility for missing this detail of fine print. It would be nice to be able to trust the name Dell Financial Services to be above such skullduggery. Unfortunately however DFS chooses to follow the lowest common practice in the industry.

I must explain my extreme position regarding the service I received when I contacted DFS customer service located in Manila, Philippines. I spoke with Joy who followed every professional requirement she is held to. I was denied the opportunity to speak directly with the supervisor, Bong. I asked for Bong to understand that I was not aware of the special deal and that it expired 5 days before my call which resulted in $245 dollars being added to my balance. I was offered a meager $80 dollar credit for my misunderstanding. I requested that they allow the forgiveness of the entire amount considering just 5 days, of admittedly. my ignorance about the special detail of this purchase and that I am making full payment today. My request was flatly denied.

As stated, my intention was to pay the entire amount due on the spot to avoid this additional interest but $80 dollars was all they were willing to do for me. I rejected the $80 dollars as an insult considering my loyalty and reliability as a Dell customer. I decided to pay the full amount including all added interest rejecting the $80 dollar reduction and then immediately closed my DFS account on the spot. I personally will never make another Dell Technologies purchase again.

It is important to add additional details for your edification. I am a Lead IT Engineering Architect. Respected in my field in a very small world of architects at this level. I have worked for many major corporations in my 30 year career and have built an exceptional reputation My work includes corporations that would be as impressive a list of any architect you have ever dealt with. I even know Michael Dell as an acquaintance and am fully aware of his efforts to bring Dell into the mainstream of the infrastructure datacenter world. His purchase of EMC and their federated corporations was a huge move of $64 billion dollars, to leverage this goal.

Dell has never been a top tier infrastructure provider for companies that I make recommendations for. I can tell you that from this day forward, I will use all my influence and reputation to steer corporations away from all Dell Technology infrastructure purchases. Dell servers to EMC storage and other technologies owned by Dell Technologies where ever possible. This all due to 5 days of missing a deadline that I was not aware of and all for just $245 dollars in interest.

I can assure you that the extra $245 dollars you made with your unscrupulous business practice and poor choice will end up costing Dell Technologies hundreds of thousands of dollars in sales. I will make it my practice to spread the word among the many respected decision making architects I work with daily (who without my input have already been skeptics of Dell Technology infrastructure products) to avoid doing business with a company with such little respect and willingness to lend support to even their loyal customers.

This email will also be forwarded to a list of 5 Dell Technology leaders I have had a personal relationship with for many years.

Sincerely,

Order number [protected]
On 11-22-2018 AT 6:12 pm EST I purchased 3 Inspiron 11 3000 at the advertised cost of $119.99 per system. When I printed the receipt I noticed the price I was charged was considerably higher than it should have been. Being a customer of Dell for years I assumed this was simply and error and sent an email to ask that it be corrected.

The email I received back from customer support told me they could not reimburse the total amount of the difference between the advertised price and what I had been charged but they would happily give me a $25.00 credit.

I contacted customer service by phone. I was told the advertised price applied if I was purchasing only one system. If I wanted more than one system I would be charged more per system. There was no mention of this condition on the advertisement nor in the famous fine print. Further I was unable to cancel the order because it had already shipped. The sleeves I ordered have shipped but the systems have not . Cancel them now. I will return the sleeves if they arrive.

I have never had this kind of treatment from Dell in the past. I have no idea what has happened to the company. My puny purchase will mean nothing to the bottom line of the company and the absence of customer service after the sale will continue to be nonexistent. Regardless, I shall debug my residence of all things Dell and seek systems from Dell competitors. Then pass the word to family and friends to keep them from falling prey to this kind of deception.

Cancel all orders

I purchase this computer earlier this year for a work computer. I read good reviews online about it.
However right from the start it ran slow. None of our other devices do.
It is slow to type, with a delay each time I type, it take a long time to open any document, the cursor is always moving as I type, so I type into other sentences.

This morning it took 10 minutes to open up after I signed in. ( No updates being done)

I have followed all Dell suggestions. I keep everything up to date an complete all recommended updates. I had hoped it would get better, or I would get use to a slow computer, but at this point, I am fed up.

I no longer want this computer and am disgusted by Dell products.

I would like to know if there is anything I can do.

thank you
Andrea James
[protected]@hotmail.com

On November 15, 2018 I followed the Dell alert to "Restart my system". My computer did not work after this and it is only 6 months old. I called Dell Tech support and the only way they would fix was by my signing up for a software warranty at $170. All that was needed was to restore the computer to before the download. I should not have to pay to fix what they broke and believe that this is a way for Dell to collect more money. Consumers need to be aware.

Machine makes tons of noise.

I have sent it to Houston once - even though I paid the most expensive warranty they have so I could get in home service. They refused to send anyone out unless I diagnosed the problem myself.

They returned it - making the same noise.

I called again. They sent a tech to the house. Still makes the noise.

I will never buy Dell again.

List of problems 9-28-18:

[protected] - Latest problem started On Start-up with a Windows black command screen with the following command:
c:\windowssystem32.cmd.exe at start-up.
I thought it was Outlook. Microsoft Tech ran all their tests and remoted into my Laptop. They found that it was not O/L. They suggested I contact Dell Support.

9-28-18 - I bought the Laptop from Costco in 2/2018. I called Costco Concierge about the problem, Ruben, Costco tech, tried to fix the issues. After several hours and transfers to more techs, she decided she had to get Dell on the line.

Contacted Dell, 9-28-18 after 4 pm. Dell Tkt # [protected] & Tkt # [protected] - Mark, Reah D, etc. tried to remote in. 1st tech, said it was beyond his scope and transferred me to another dept. He was able to get in the 1st time. The tech made a few changes and told me to reboot and I would not lose our connection. After reboot, Laptop showed we were connecting again and never did. Talked to a few more techs, got the run around.

I tried Tech Support one more time. After being transferred around again, I told the last Tech when he wanted to transfer me to another dept., I said No. I spent more than 12 hr. on this one problem. I requested the Laptop be sent to Dell for a new one. He sent the box and shipping information. Sent to Dell on 10-3-18.

10-13-2018 - I received my repaired Dell Inspiron 5700. However, there is no power cord. I included the power cord as directed in your Repair checklist. The checklist and my letter were returned with the repaired Laptop, but no power cord. Due to the many problems I experienced, I requested a new laptop. I paid $800 and got a Laptop full of problems since day 1, February 2018. I am very dissatisfied with Dell service and this Laptop. Is there not a quality control tech or a person that reads the customer letter and the checklist? Does someone not check to see that a power cord is returned with the Laptop?

Other Dell customers have complained about the same problems. One is Angela Hartwell's comments of [protected]. Ms. Hartwell contacted Dell about her laptop problems. She had the same problems that I experienced. She bought her Laptop at the same time as I purchased mine in 2-10218. Could this be a group of "lemons" that was sold to unsuspecting customers?

I WAS A Dell customer since 1988, both business and personal. This is the worst Dell product I have owned. I doubt the repaired LAPTOP will last like my previous Dell PCs. I paid for a new Laptop and want a new Laptop. I do not want a repaired Laptop that will last until the warranty expires.

I expect someone to contact me to resolve my problem for a new laptop.

Dell built its business one customer at a time. Dell can lose business one customer at a time.

Louis De Gruy III
901.355.3028

.

I received my repaired Dell Inspiron 5700. However, there is no power cord. I included the power cord as directed in your Repair checklist. The checklist and my letter were returned with the repaired Laptop, but no power cord. Due to the many problems I experienced, I requested a new laptop. I paid $800 and got a Laptop full of problems since day 1, February 2018. I am very dissatisfied with Dell service and this Laptop. Is there not a quality control tech or a person that reads the customer letter and the checklist? Does someone not check to see that a power cord is returned with the Laptop?

Other Dell customers have complained about the same problems. One is Angela Hartwell's comments of [protected]. Ms. Hartwell contacted Dell about her laptop problems. She had the same problems that I experienced. She bought her Laptop at the same time as I purchased mine in 2-10218. Could this be a group of "lemons" that was sold to unsuspecting customers?

I WAS A Dell customer since 1988, both business and personal. This is the worst Dell product I have owned. I doubt the repaired LAPTOP will last like my previous Dell PCs. I paid for a new Laptop and want a new Laptop. I do not want a repaired Laptop that will last until the warranty expires.

I expect someone to contact me to resolve my problem for a new laptop.
This is the 2nd email I sent to Dell.

This unit has been stored for non use, I called tech support and was sold a hard drive I didn't need and a recovery USB stick I already had.
The problem is this, when my employee turned the unit on in the AM a couple of months ago the system gave 3-beep code with the message enter System or Admin password and would go no further. I view this as deliberately and fraudulently forcing people into paid service. In my research I have found several people with the same problem and on occasion were given codes to allow the systems to boot.

We have used nothing but Dell systems Desktops, Laptops and Servers in my 14 years of being in business. We are now researching HP and other suppliers. What was once a first class tech support team of past to the now aggravating and incompetent tech support is a real shame. I expect an answer to a resolution ASAP.

Gary S. Oriani
Command Technology Solutions LLC
gary.[protected]@commandtechllc.com
[protected]

the hard drive went out the day before the warranty ended. Best Buy St Petersburg, said they can't use the warranty because if they ship it out Dell wont receive it till after the warranty runs out.
then they wanted $84, for labor and shipping. then they wanted $133. for the hard drive and a component.
now they are calling for $282. (that has the 133 in it) for a mother board.
what kind of crap is Dell making these days that it would fry out the mother board and hard drive in a year.
I had a Dell for 5 years and never had a problem.
[protected] is the phone number it is under, Gary Rainey is the purchaser,
I don't know what I expect to get done here, but I wanted to speak my mind and tell you how mad I am that Dell or Best Buy would squeeze people like this.

we purchased this hunk of junk from Wal-Mart online in april 2018. it is so slow, it's worse than my original windows 98 computer on dial-up internet. Dell sent us a box that we used to send it back for repairs. they had the computer for almost 2 weeks, replaced the whole motherboard and sent it back with someone else's power cord and it's worse than when we sent it in to begin with. now it it throws an intel driver set error code, and it pops like a firecracker intermittently. dell tech support gets online with us, fools around with it, says nothing is wrong. they sent us a new power cord, but it hasn't stopped the popping noise. they have refused to take it in for repairs or to replace it. we contacted Wal-Mart, but since we had it for more than 15 days, they won't help, it's Dell's problem. they did offer us a 15% discount if we wished to purchase a new laptop, but we can't afford that, so we're stuck. we have standard games on it that we can't play and it takes forever to even load a website. whast are we to do now?

In attempting to place orders for a government customer (SupplyCore PO #s 384729, 385015 and 385014 valued at more than $50, 000) we were asked to combine the 3 POs which we accommodated, were asked for documents not required for the government contract we work, were bounced between Charles W. Graf, Timothy Borel, Briana Luisi, Kyle Sims, Austin Cremer and Jennifer Northcut in trying to resolve, we were completely ignored for several days, were, eventually, told that Dell could not fulfill the order and directed to a distributor with whom we were told would be the same price. It was more than $800 added cost. Charles blamed a 'new system' for the issues, Tim (though our original contact) literally just stopped responding to our inquiries at all and the other associates (presumably because they didn't know anything about the specific transaction) created more confusion by giving us conflicting information about how we were to proceed. As 9/30 marks government fiscal year end (arguably the most critical time of year for both government customers and prime vendors) we cannot recover the lost funds. This is one of the worst customer service experiences I have ever encountered in my 30+ year career in customer service.