Dell
Reviews and Complaints

I bought my laptop in Feb and have had problems with speed since then. Many hours on the phone, chat and sent in twice. The second time I got it .ack with nothing done. I was told that the operating system would be reinstalled and the hard drive replaced. Nothing!..
The last time I was on chat for a total of 3 1/2 hours and told that they would send me a USB so I could reinstall Windows. This was a week ago. Today I was asked for my address so they could send me the USB. I looked at the service number and the note says delayed. There is no email address for DELL so there is no way to file a complaint except chat and phone. I was told this would be escalated, but that has been told me every time I call or chat.
[protected] In Progress 28 August 2018 5S5K142
[protected] 07 September 2018 Parts Only In Progress
Dispatch [protected]
Status: Delayed
Call type: Parts Only Service (POS)
Qty Part # Description
1 VJ3VF KIT, SW, USB, W10P, 64, ROW, 316

The weekend is just about here, a time when people get to celebrate the hard work they do every year. Starting August 31st many of us will be online evaluating the choices and prices of the companies that will be vying for our consumer dollar. Or, put another way, your hard-earned money. Among the deals, you can anticipate concern electronics of almost every kind, including computers. This is a good time to remind you to be wary of Dell. Hundreds, I know, have read the posts I put up on this company's abominable treatment of consumers, particularly where the computer warranties are concerned. What I personally experienced in Dell was a company that doesn't care aa whit about their customers. Not at all, no matter who you talk to or what level. It is my opinion that Dell has the worst customer service of any company, anywhere and I've been around the globe. If you're just coming to the discussion here's a short recap. I had a laptop, the one Dell was advertising as it's flagship and it developed a problem malfunctioning after only months of use. I sent in my laptop, filled out the proper paperwork, and my request was denied almost immediately. "This is your fault, " they claimed. "You're not covered because you spilled something on the keyboard. I explained that "no" nothing was spilled on the keyboard unless it happened in their shop. Even as a six-year-old I knew electronics and water do not mix. They offered to fix it for $385 which frankly I could afford but there was no way I was going to have the money extorted out of me. I told them I was going to start a mass media campaign educating the consumer to be careful about where they buy their computers. There are companies out there that do remember what customer service is and who genuinely care about those who buy their products. Lenovo (I have four) is one of those companies. Honestly, I have never been treated better and whereas Dell would duck and dodge, Lenovo said, "we'll send you a box and label." What could be easier? A week or two later my computer arrived and has been working like new. Not just this difference in attitude that needs to be considered. When I wrote Lenovo, I got an answer, a prompt and logical one. It was apparent that Dell was not going to do anything from the start. Insofar that I consider my self a reasonable person, I said to Dell. Just send me a picture of the damage and the technician's report. I know I didn't spill anything, I'd like to see your proof that I did. Nothing. It's been close to a year now. Nothing. Dell has a decision-making team made up of various managers from the organization, so far as I can tell. The woman who spoke for the team was useless and the team a joke. If they do engage in discussion and conflict resolution there is no sign of anything having taken place. All you get are glittering generalities and a repeat of the party line. Lenovo's executive customer care team is as good as it gets. From the very first exchange, you know you're in good hands. I wrote Michael Dell and I wrote key members of the Board. Again, nothing.

I had a way of calling a multi-billion dollar company's CEO who wrote back the very next day. He was so disgusted with Dell's behavior that he authorized his company to buy the Dell laptop from me. He did this even after I explained that it came back worse than when I sent it to Dell. Now it was wholly trash, a very expensive doorstop that cost me hundreds of dollars. In less than a week I had this refund from a person who knows injustice when he sees it and who cares about customer rights. Indeed, he cared enough to solve a problem that wasn't his. There are good companies and good people out there.

Dell won't change its behavior because I am a disgruntled consumer, who gave them bad reviews for a year (and almost a year to make good on its warranty). It may, however, change its attitude and practices toward consumers if 100, 000 or more of us do not buy their products this weekend.

There you have it: a genuine caveat emptor moment.

Remember Labor Day starts with "L" and so does Lenovo.

Prodect service tag - g1w5fn-2, express service tag.-[protected] cpu supplied through gem id [protected] in dy. chief electrical engineer/con/bg/n.e. railway/gorakhpur -3 nos on 27 march/2018 is not functioning from last 10 days.
The cpu was supplied from the firm orion solutions (gorakghpur), cont no. [protected] and cell no. [protected] which is refusing to repair the cpu.
Kindly arrange for the repairing of the cpu as soon as possible because this is hindering the official government work.
Office phone no-
Divisional electrical engineer - [protected]

purchased this in august 2017 In April 2018 i had to go thru four days of back an forth with there so call technical support team which I could hardly understand finally they said to send it back to be repaired it come back fixed for 2 weeks same thing again overheating I dealt with it While using it this morning it completely shutdown an wont restart of course warranty just expired an no help from dell at all so now I'm stuck with a year old laptop which cost around 900 dollars that is useless I do play a online game with anywhere from 40 to 45 thousand people a night online from all around the world I will do all I can to inform everyone of them of what kind of useless laptops dell has .

I purchased this computer online back in April. I have had many issues with it. I was not able to get it set up right away due to an insane schedule. By the time I got it set up and used it enough to know it has many issues it was past the 30 day return period. I have spent multiple hours on the phone with tech support, only to have the issues persist. I have also spent many hours trouble shooting on my own. This is a brand new computer that is 100% useless to me. It will not even run Support Assist.

Dell will not offer any other recourse to my situation except to offer more phone support.

I spent too much money on this computer and some expensive software (Cyber Link Photo Director and peripherals) to help me with my photography hobby. Due to the malfunction of the computer the software is useless as well.

I have 20+ e mails to and from Dell in an attempt to resolve this issue.

I don't know what else to do.

We purchased the lap top in January 24, 2018. We have had it serviced 3 times and finally the service company said that the computer is a lemon. We called your number and ended up talking to someone in India who barely speaks English. The woman started yelling at my wife over the phone and my wife hung up. We called back and talked to Hemalda Victor. She gave my wife some things to try on the computer. They did not work. We said we will send the computer back and we would like our money refunded. She said this was not an option. I talked to her this last Friday and told her the computer was a lemon. She started yelling at me and that Dell would not take the laptop back. We setup a meeting for today for between 8 and 10 A.M., Monday, July 30th. She did not call. I e-mailed her and she said she had been busy. She said when should she call me and I told her today at 2:00. No phone.

I teach a course on customer service at Northern Arizona University. Your customer service needs a complete overhaul.

I would like you to refund my $791.98 and I will send back your lemon.

Stewart Hayden Smith
1296 W. High Plain Place
Oro Valley, AZ, 85755
[protected]
[protected]@msn.com

Dell recently mailed a catalog to me that included a "Black Friday in July Deals start 7/2." My executive assistant was in an online chat first thing in the morning (approximately 9am EST) on the second to order an Ultimate Ears Boom 2 for $59.99.

The service person's response was first that the sale did not begin until July 9 and when she shared that the catalog stated the 2nd, his next response was later that it started at 10. There was no mention of this in the ad.

In the return contact the response was that it was sold out and there were limited quantities that sold out at 10. There was no mention that it was a door buster sale, that started at 10, or that there were limited quantities.

Even after a telephone call the request was denied even after explaining what had happened.

I serve as president of an operating company and treasurer of multiple other related companies. We have multiple Dell accounts. We are a committed Dell user for all kinds of Dell products. I know your service is better than provided in this situation.

I respectfully request that you honor this offer for 2 units.
Tyler Kitt
169 South Jefferson Street
Berne, Indiana 46711
[protected]@drgnetwork.com
[protected]

I bought my laptop last August and I started having problems with it a few months after I purchased it. Sometimes when I turn it on, the monitor screen is black and unresponsive and I have to take out the battery and retry maybe multiple times to get it to work. Or it turns on to the lock screen but is unresponsive to me, not allowing me to log in. When my computer does turn on it is often very slow and laggy. The monitor and unresponsiveness started probably 4-5 months ago. Its been getting slower basically the whole time I've had it. I did already contact Dell's customer support and they updated all the functions on my computer and told me it would help with the slowness. But, it did not. If anything my computer ran slower the next day. As for the unresponsiveness, customer service had to redirect me to another line, but that call would cost me money whether or not they could fix my problem. My warranty on the computer is apparently good for nothing I don't know why I bought it. Warranty or not, I didn't have this computer for even half a year before it started acting up and I wonder if that says something about the quality of your products.
I either want you guys to fix it, which it seems you don't know how to; or I want my money back so I can buy a dependable computer.

I received many emails from Dell telling me to renew my service contract early so I would not lose it.. I called 20 days before my contact ended.. I asked the sales person several times about the 20 days I still had on my contact that I didn't want to lose them by renewing early. I was told I would not lose those days. an email was sent to me confirming my payment while I was still on the phone with the sales person.. I told him there was no dates of service on this recite .. He told me there were never dates giving when buying a contract! I said how will I know what the dates are of my contact ? He told me to call him if I want to know the dates! I asked to speck with a supervisor and was told I could not and he would cancel my contact ! I did get to talk to someone and they told me I had lost the 20 days still on my old contract for renewing early! Here is the letter confirming my last contact with Dell.. I like Dell very much this has never happen in the past.

Hi CONSTANCE,

We take this opportunity to thank you for choosing Dell.

The following information relates to your recent interaction with Dell Technical Support regarding the Annual Software Support contract start and end date confirmation and Dell Tech Concierge partial refund.

Service Tag: HZ6PKL1

Service Request Number: [protected]

Your renewal request for Annual Software Support contract has been processed and the Order Number is [protected].

The start date of the support contract would be the date of purchase i.e., 6/1/2018 and the contract will be valid for 1 year ending on 6/1/2019.

We shall raise a refund request for the remaining 20 days of current Dell Tech Concierge contract and we will keep you posted regarding the same on Monday i.e. on 4th of June before end of the day.

We have your Service Request under our ownership and will be contacting you as scheduled.

However, if you wish to contact us earlier for any questions or concerns, please reply to this email with a brief description of the issue and we will reply accordingly.

Thank you for choosing Dell Technical Support.

Regards,

Mohammed Amjad
Dell | Technical Support

I recently bought a XPS 8930, I'm very disappointed in the quality of this product. After spending 990 dollars, this is the worse computer I ever owned! And I have owned about 6 previous computers two of which were from Dell. Memorial Day sale was more like a memorial day rip off. I noticed the computer was slower than my previous one which I knew because I had an i7 rather than what I have now an i5. But what I didn't know the audio is very poor. My old Dell 2800 sounded 100X better than this which is supposed to be HD sound. It's very disappointing listening to music on this thing. It's only good for talking. When I bought it for 990 dollars I expected more than such a generic sounding computer!

The video card, I can get double the memory of the same type of video card from other companies. It seemed to be a much lower value than my previous computer which I got less than 4 years ago.

I'm really disappointed with the quality of this product! I was a huge Dell guy until I bought this computer. I'm very disappointed that I'm going to have to spend money on a decent sound card. And perhaps in a few years, spend money on a video card. I'm disappointed that I have to even write this!

Features I love, the case is smaller, expansion of memory is great. I love the card reader. Even though the speed is a bit slower, it's good enough for what I use the computer for. Video graphics are slightly better than my old one.

We would like Dell to take the customer reported cases seriously and promptly.

The recent reported case on 08 May 2018 was not handled well. The case was reported at 10am, site service was scheduled and the assigned site person was escalated. The assigned person ( telephone number : [protected] ) claimed to contact me but failed to reach me.

I have called back the same contact number for 7 times but nobody ever answered the call. It was until 6pm in the evening on the same day that I received another call to confirm that the site service has been confirmed.
It took Dell such as a big company 8 hours to confirm the site service.

I have worked with HP, IBM and Acer and their services are professional and prompt.
We hope Dell will learn from them and we do not wish to face such slagging incident again in the future.

I purchased this unit on or around 18 months ago. I have had problems with the facial sign camera since I have owned it. I purchased a 4 year extended warranty
When I purchased it. It is the new 7400 all in one series computer. I is supposed
To be the so called flag ship of computers from dell.
Well I am on the phone at least once a week with there tech dept. While they
Try to fix issues with this unit. I paid $2000 for something that stays in a
Non working condition! I want this unit sent back to dell, let them fix it correctly
Or a new unit. Enough is enough. I am a preferred dell account holder.
Have been for over 10 years. This is stupid dell cant fix there own units.

purchased new from dell a year and a half ago. screen went black last week and all the things they have you try requires the screen. dell will not even talk to you unless you have /or purchase a service contract. I realize it was not an expensive computer but all I do is e mail facebook and banking. this product should certainly last longer than 18 months! I will never buy another dell.

Service Tag: 6QTYXD2
Express Service Code: [protected]
Dispatch / Reference Number: [protected]

Last Updated: Monday, May 7, 2018
Next Status Update: Tuesday, May 8, 2018

Service Logged Date: Wednesday, May 2, 2018
Estimated Return: Tuesday, May 8, 2018

I received a call form dell on May 2, I was told after a dialogistic test its the motherboard we will have to replace. I was charged 130.00
I received a Received a call May 4, 2018 saying it was fixed I would receive the laptop Monday May 7, 2018 ...On Monday morning May 7, 2018 I get a call saying that the display is damaged and Its needs a new Hard. There will be additional cost.
After I was told it was fixed. So they offered to pay for the hard drive.
It sill would be 171.00 for display.

I asked to file a compliant and they kept putting me on hold until I just hung up.

Andre

I purchased a brand new Dell PC from Costco that is a lemon. I replaced it during the first 90 days. And after replacing have had to contact concierge service with with no resolution then I had to purchase a recovery disk from Dell and now it is not working yet again. I am very disappointed in this product and that Costco does not stand behind what is a defective product.

Purchased it in November 2017 (5 months ago) and last week the speakers quit then the Network Adapter Driver uninstalled itself. I called Tech and jumped thru all their hoops on the phone, all the tech succeeded in doing was causing the motherboard to crash. Sent it in and they called to say it needs a new motherboard and it would cost me $289 (I only paid $400 for it new). I told the tech I was insulted that they would think I was stupid enough to pay 3/4 of the purchase price to fix something that was not my fault and a mere 5 months after it was purchased. They then said the repair price would be $182. I advised I would call back and told them to hold it. Today I received a call from their Advanced Resolution Group and after I told him the story he said he would look into the matter and call me back in 24-48 hours. Phone Tech said he was located in the Phillipines; ARG rep is in India - where the heck is my laptop that I shipped to Texas? I want it repaired/replaced at no cost to me since the product was obviously defective/inferior parts to begin with.

Searched online for a keyboard for my recently purchased Dell Latitude 12 to buy.
After completing the purchase, it was delivered a few days later, however when I opened it, I realized the keyboard I bought was for the Model 11, not the 12.
I tried to see about returning it and purchasing the correct one - but was told they do not accept returns, as per their Swiss sales rules... this is a CHF190 keyboard! It was not used and it does not make sense that you do not have the right to exchange the product, if it is of no use to you.
Very disappointed by this lack of client service.
I was not even requesting a refund, only to be able to switch products.

As I have now bought the "correct" keyboard that cost me CHF 235, I would like to return the unused Model 11 keyboard and get a refund.

Rui Esteves

Stephanie lenihan 00
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Laptops / notebooks dell customer service dell does not honor its warranty - corporate hq doesn't care
Dell services corporate headquarters / dell does not honor its warranty - corporate hq doesn't care
United states review updated: apr 10, 2018
3 comments

Contact information:
Dell.com
• dell does not honor its warranty #neverdellnever

For black friday dell has sent out a brochure claiming half price on its computers. Don't buy it, I mean this figuratively and literally. If a company is not respectable enough to honor its warranty, then you are essentially buying a computer without one. How much of a reduction in price does that carry, when there are so many fine other computers out there? My laptop had a myriad of things go wrong with it, in less than a year. Dell suddenly forgot what a warranty is. They sent mine back with the message and I quote "your laptop has been returned to you unrepaired." I recommend you don't buy from this company at all - not even at 70% off.in less than a year you could end up with a very expensive doorstop.

My whole experience is recounted below:

A tom's guide complaint about dell in 2015 asked, "is dell's customer service as bad as they say?" I couldn't say for sure but I can tell you it's really bad right now. We're talking about a company that will do most anything to avoid making good on its warranty.

Senior management knows, they just choose to do nothing about it and they're sitting on my laptop. They've neither fixed nor returned it, (after a month it came back, no better for my effort). I know management is fully aware because I wrote the president in round rock, tx, all the executives whose addresses I could find), key members of the board of directors, the coo of dell india and every dell location. Everyone knows, nobody cares. You have to ask, is this a company you want to do business with?

54 emails. That's how many since september. Always, the same lame people offering the same lame communication that they had drilled into them during training. It could not be clearer: dell is trying to duck its responsibility to repair under warranty. There was a brief attempt by its people to shift responsibility - "there's a spill on the keyboard," I was told. No, i've understood the responsibility that needs to be exercised around electronics since I was five.

If there was a spill then it happened at their shop. After this response the best the team could do is to repeat itself endlessly without sense or reason though at least two or three employees promised they would take care of it and then didn't. At one point I questioned one of the employees promising repairs would be done to my satisfaction. When I asked him if he was sure he said, "sir I am a man of my word." I never heard from him gain.

Generally, the corporate line was towed, in hope that the customer would get tired and go away. I know this technique. I teach it. Nissan (like virtually all japanese companies) has been using the strategy since the late 80s early 90s.

Prior to a piece I wrote, I spoke to their director of communication in smyrna, that's how I know. Of course, the difference between dell and nissan is that i've never been sorry I purchased something from nissan.

I told all dell's employees, if the laptop is not back in my hands, fixed to my satisfaction and at no cost: then I would launch a media campaign using web, social media and all the usual resources. Hq in texas didn't care about this campaign either. I imagine they figure the money they'll save not honoring customer warranties should help offset the loss of sales my campaign my campaign might inadvertently cause.

Dell was once a good company, everything indicates it no longer is. The laptop was a problem as soon as I hit the power button - or are you going to claim 100% quality assurance. As a professor of communication, the campaign isn't going to be taxing.

I come into contact with hundreds, if not thousands of profe
It's not a threat, that's not who I am and not in my nature. It's simply a communication plan as expressed in 55+ emails and over the course of months. Please don't call me.
Once, I had a problem with my lenovo. Know what that company's team said? "in
You are correct dell can careless about anything but being paid
There tech support? What a joke they are they know nothing but what there script says
They has an obsession with accesing your oc (to check to see if drivers are up todate) wow some fix! Like nobody doesn't do that on there own?
Might add some of there updates are almost 2 years old yeah
Beyond that thy know nothing, I have had a" depot"repair (highly don't recommend) for a hard drive (5 minute job) they in texas put in a faulty hard drive that I couldnt even start my lap top (had a supervisor who claimed prior that everything would be fixed laugh at me when I called and sai it would not start)
There so called escaalations are a joke as well same excuses and non answers and thy hang up on you
As does there corp office
I had my warranty cancelled by the corp office because

I purchased a laptop and less than 2 months it wouldn't start. I sent it out for repair (why should a laptop less than 2 months old crap out?) when the laptop was returned to me it locked out with bitlock. I called tech support and spent 3 1/2 hours on the phone and low and behold the tech suddenly developed a hearing problem and hung up! I called customer service to complain and they said they were sending it to the escalation department and when the escalation department called he proceeded to tell me that it wasn't the tech's fault. They were supposed to send a tech to my home by february 13 as I was going out of state for an extended period of time and guess what?, they never called or sent a tech. Then they (january in customer service) said they would send someone out to my destination. Well, the tech finally showed up (due to no fault of their own) he stated that they sent him the wrong part (mother board) and showed up with the correct mother board but dell rep told the tech to bring the wrong part. The mother board was replaced when it was sent out. They were supposed to replace the hard drive which was supposed to be under warranty (stated by january). She said that I could only get a new laptop if the hardware was bad and the hardware was bad. The tech that was sent spent about an hour on the phone with tech support to get bitlock off the laptop and could not. He said it doesn't matter if you put a new hard drive in it still won't work because the laptop will only recognize the one that was already removed. Let me add that this tech was sent out by dell. I did not dispatch this tech dell did. This issue like yours was referred to the"escalation department"and mr. Chiranjeevi responded the same way at the minimum of 20+ times stating I could not get a new laptop because it was not warranteed even though I was told by january it was. Every email started with"i'm sorry for your frustration and inconvenience"which is a crock of bull. None of dell reps are concerned what-so-ever! About anyone's frustration or inconvenience. I refuse to speak with them because you can't understand a word they say as they speak with a thick indian accident. I requested an american call me so I can understand and each time my request was ignored. If dell cries"discrimination"against indian's my point is if you can't understand them then it's a waste of time saying"I can't understand you"for 3 1/2 hours. Dell is supposed to be an american company yet their customer service is in the philippines and the tech support and"escalation team" is again in india. I would never purchase another dell product! I have even gone as far as contacting michael dell via certified letter without any response. I also issued a complaint on the dell sight and no one responded. I've issued a complaint with the bbb and that is an ongoing issue. I don't expect any dell representative to address any issue. It's on deaf ears. This has been going on since january 6, 2018, it is now april 10, 2018. Three months is absolutely unacceptable to get a resolution. I spent good money for a laptop for work on my online university and was discharged because I couldn't afford to purchase another laptop. I will never purchase another dell product. No one addresses anything they just sound like a broken record stating they would not do anything except have me sent out the laptop for repair and their tech stated it was unable to be repaired! Dell has absolutely no desire to address their issues ie: less than 2 months old computer is deemed unrepairable.
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This company has to be the worst company to deal with. All they do is lie to you and transfer you around. I have talked to 6 different people 2 on the chat and 4 on the phone. All the people on the phone being managers and all saying the marketing department will call me back but they never do. Last manager I talked to was Valvinder Chahel who just hung up on me and again has not called me back. All I wanted to do was order a vr headset for the ps4 at the price I had on the website and everyone has made up excuses and lies why there department cant help and switch me to someone else. I even had one employee switch me to TD Bank. If I was anyone looking at purchasing from this company buy from somewhere else between the lie and horrible customer service it is not worth it. I would give them a zero star rating but one is the lowest you can give on here. [protected]@outlook.com is my email if anyone in this company even cares

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When Dell Chat were contacted on the 7th of April 20018 (a copy of the Chat with Dell is on file) but includes Private identification information so cannot be shown here; BUT thee Del Agent kept providing differing information and had little to no knowledge of the product under discussion!

How can you trust Dell when this occurs?