Dell
Reviews and Complaints

Just got off of a Dell order support chat.
Placed an order and received the tracking number for the shipment, then on Monday Sep 19 I receive a message from the courier that the order delivery has been completed. Obviously concerned with this info as I have not received the order, I contacted the courier and was given a Dell number to call as it was determined to be an issue at Dell. Called the Dell number and was told that the item is in my city and it'll be resolve in 2-3 business days. Well, Friday the 23rd rolls around and not a word from Dell. Only when I logged on to a chat with a Dell agent before I was told that the issue has been rectified and the item should be delivered soon with a new tracking number. When I checked the tracking number and realized the new shipment was initiated 2 days prior and due to arrive at my door anytime, I asked why I wasn't contacted with an update (since delivery cannot be completed unless someone is physically at home), only reason I was given was that my order is only one out of thousands. Is this agent really implying that I think I'm special? That I am asking for preferential treatment to be notified that an issue with my order has been rectified and have been shipped? Furthermore, the tracking revealed that the item was on-vehicle the day before (Thu, 22nd) for delivery but was returned a second time due to more "errors". Had it actually arrived, it would not have been deliverable anyway since I did not know about it and has no arrangement made to for someone present receive it.
Topping all this off, without asking me if I needed further info or help and while I was still typing how this and other instances with this order has left me disappointed with Dell, the agent just abruptly ended the session, which I am sure he/she will say that it was due to me making him/her "uncomfortable" with my complaint. I kept my conversation civil and non-abusive but yet straight-forward, with legitimate grievances. Not sure why this agent would be in this line of work, or how Dell can expect to improve or retain any customers if their agents can't even accept due criticism when called for. Pretty naive if someone at Dell doesn't think this kind of thing get carried by word of mouth as I know what I will be saying when someone will inevitably ask me how I like my Dell.
Having gone over the other forums, I also see I am far from alone with this type of experience. Been a long time Dell customer, but this episode will leave a sour taste for good...

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Ordered a new hard drive after Dell said mine was bad through their "online analysis". After 2 weeks finally got the hard drive only to find out it was a refurbished hard drive. After 3 more weeks, managed to get return label to get full credit back. Email form Dell said they would credit my account within 30 days of receiving the return. That was in April 2016. Still no credit and no response from Dell. They are still charging interest on that purchase. When trying to find out the status online in my account, their system tells me that I am not authorized to see shipping or invoice details. Looking up the order by the order number, find that every order has had a new customer number assigned so I have multiple numbers with no record online of all of the equipment we have ordered. No response to any emails in the last 2 months and statements do not show a credit since the confirmed receipt by Dell of the return.

Ordered dell product on 25.08.2016
got delivery on 30.08.2016
i was purchased dell laptop wid windows 10 with office student 2016 version but didnt get it.
later when after multiple attempts for 6 hours i connected with customer service i was told, i have to separately purchase ms office
this dual marketing policy and luring customers to buy the laptop is very bad service on part of dell.
also their all toll free numbers are pathetic, their systems are never updated and all call operators are un co-operative and un informed. no body can provide solutions to customer problems.
i had very harrassing experience and even after shelling out 42k, i didnt get the desired product

Contacted service on 8/19/16: power adapter not being recognized; dell service ran a diagnostic test; nothing wrong with computer; still under warranty; requested a new AC adapter; was refused; wanted me to send computer in? Requested to be transferred state side; refused; went online to dell; purchased exact AC adapter; computer recognize power adapter; Dell owes me cost of AC adapter

I talked to a representative on the phone about the product before I bought it. They said that I have 1 year to be able to return the unit if there is a problem with it. Well it is 9 months later and it has the same problems as day 1. Now they say that there items only have a 30 day return lead-time and I am out of luck.
You lied and your customer service is horrible. I was lied to when I origonally placed the order. Their service is Very Unethical. I think they should be shut-down for doing this to their customers. They tell me that I cannot return the unit that has been defective since day 1. I will NEVER purchase another Dell product again.

I placed 2 orders on july 17 th the 1st is on hold for some reason and after speaking to 5 people still do not know why. I was told it takes 24 hours which it has been and still on hold, how hard is it to tell me why there has to be a reason as the 2nd is fine with no problem. I have got many things from dell in the past but after this no more, if I do not get any info by the end of the day I am going to cancel both orders. All the agents want to do is pass the buck from dept to dept and not give the customer any answers. Worst customer service I have ever had.

September 14, 2015 I purchased a new dell laptop. I thought dell being a well known name and needing a new laptop I will purchase one, big mistake! Everything was working fine up until december 5, 2015
December 5, 2015 - I contacted dell`s customer service and spoke to pradeep who processed a payment of $135.45 for tech support. The same day I spoke to charanjeet who sent me the following email:

I want to take this opportunity to thank you for choosing dell. The following information relates to your recent interaction with dell tech concierge. Service tag : 1w3wx52; express service code : [protected]

Your experience with dell is of utmost importance and priority to us. You may also call us at [protected]. Click on “live help” from the concierge desk in your system, any time you have a question. We’re here to help 24/7... Yep, I saw dell's meaning of 24/7... Non existent.

December 9th and 10th, 2015 – called charanjeet re: status of above service code and received the exact same email. Your experience with dell is of utmost importance and priority to us... Why write meaningless words that you don't live up to?

December 13, 2015 – called, phone rings once and I get disconnected. Another email same as all the previous ones “tried reaching you but were unable to contact you. We will again call you today to check the status of your computer. Later that day I spoke to ankit “who was able to resolve the issue I was having with the laptop not rebooting and having to repeatedly reinstall to factory settings.” an email was sent to thank him for his help and I received an email from him. He indicated he will go ahead and close the case as of now. But in case I need any assistance with the computer in the future to reply to this email and he will schedule a call back.

December 18, 2015 – I sent an email to ankit that says the following: ankit, I have had to reinstall to factory settings again. This morning was the 3rd time and the laptop will not allow me to shut down. When I do, I get an error and it goes back to factory settings. I'm not happy!

I receive a response email from m. Sahoo “dear suzana, thank you for writing us. We have received your message regarding an issue and would like to contact you. We deeply regret the inconvenience you have been through and would be willing to assist you to resolve the same at the earliest. We will attempt to call you at (778) xxx-xxxx and (604) xxx-xxxx today between 2-4pm, pst. Alternatively, you could also suggest another time in case it does not suits. Thanks for choosing dell.

Called and spoke to m. Sahoo and forwarded an email “thanking them for selling a manufacturer's defect.” I was out of town and indicated I would email him when I return so that the tech could come in to replace the hard drive.in addition, I requested re-imbursement for the $135.45 I paid for tech support which didn't solve the problem.

December 21, 2015 – receive an email from vipin “dells resolution team” this is in reference to your computer on case number [protected]. As per your request for a callback we tried contacting you, however unfortunately could not reach you. Since you are out of town and will be after a week. Please let us know when you are available so that we can get the issue fixed. For further assistance with the case or to reschedule a time to contact you, you may contact me by replying to this email or via: info provided.

December 28, 2015 – email sent informing vipin that I am back and to please order the part and send a tech in. I also requested written confirmation that the tech support I paid for on december 5, 2015 will be reimbursed.

December 31, 2015 – tech came to my home to replace the hard drive and indicated he can only install the new one, he left me with disk and told me to follow the prompts on the laptop and that if I have any problems to call dell tech support. 4 hours later I am contacting dell tech support because nothing is happening. I was told someone will call me in 24-48 hours.

January 1, 2016 – email received from dell that in order to replace the defective part (S), they have setup a mail-in / depot service and where to ship the non-functional system, so they can start the repair process.

January 4, 2016 – tech called and said that the motherboard needed replacement. Best he could do is send me a refurbished laptop in 14 days but could not guarantee that the new motherboard would work. I told him that I did not purchase a used laptop at which point he informed me that someone will call back in 24-48 hours. Didn’t happen.

January 9, 2016 – called and spoke to paul who transferred me to a case manager by the name of ellen. Was told my concern would be expedited and someone would call in 24-48 hours. Email sent by me: good morning, I was contacted by one of your representatives regarding sending a tech to replace the hard drive/motherboard. I did not purchase a refurbished laptop but a new one and want to know what is being done? I was told someone would contact me in 24 to 48 hours and that time has passed. Please be advised I am filing a complaint for the full amount plus tech support with the better business bureau.

Email received from paul “hello suzana, thank you for choosing dell. This mail is related to your recent interaction with dell technical support regarding hard drive issue. Your service request reference number is [protected], and service tag is 1w3wx52. For future reference I have included your service request information above. If you need anything at all related to this service request, please contact me directly by replying to this email. Thank you for choosing dell support.

January 11, 2016 - email sent: I am forwarding an in-mail to michael dell via linkedin in addition to filing a complaint with the bbb and best buy. Over a month has gone by with no resolution or improvement to your service. As a customer I shouldn't have to beg. You have inconvenienced me in addition to wasted my time both having to repeatedly deal with you as well as lost work. This will get resolved guaranteed one way or the other even if by public awareness of your below average customer service. Complaint filed online with the bbb

Several email exchanges with the bbb on both january 11th and 12th, 2016
January 12, 2016 – in mail message sent to michael dell via linkedin & dell tech support advising that if I do not hear from someone today, I will publish a complaint/review on linkedin.

January 14, 2016 – spoke to rajesh “advanced resolution group” and email received. The difference now being that the emails have a “confidentiality notice” attached to them, our conversations do not.

After insisting that I did not purchase a refurbished laptop and would not accept anything other than new, I was informed that dell will replace with a new laptop. The difference being that the new one would have an i7 processor. The $135.45 initially spent for tech support was reimbursed.

January 18th and 19th, 2016 – email from dell about where to ship the defective laptop

January 26, 2016 – email to raj @ dell informing him that I had received my new laptop and asking where to send my old one to.

January 27, 2016 – purolator shipping confirmation/label received via email and email from raj @ dell with label

January 31, 2016 – email to raj @ dell purolator re: scheduled return

June 20, 2016 – spoke to paul in tech support re: new laptop message - hard drive failure... On the new laptop I received january 26, 2015

Got disconnected and waited 20 minutes thinking he would call back. Low and behold, no call back. Called again and a different representative answered. After going through the reason for my call I was told by this rep that someone would call me in 24 – 48 hours. I informed her that I would contact rajesh directly as I was not going through this process again over a period of 2 months.

Called dell’s advanced resolution group and provided the extention number to raj. The representative that answered, asked why I was calling. After explaining that I now had another hard drive failure with the replacement they sent, he told me that this file number is closed and refused to connect me. He indicated I would have to go through the customer service department again. I was irrate to say the least, but what I did not expect was for this rep to raise his voice above my own and I hung up on him.

June 21st & 23rd, 2016 – email forwarded to raj @ dell advising him that I am filing a 2nd complaint with the bbb

June 27, 2016 - another email forwarded to raj @ dell and a new complaint filed with the bbb

June 28th & 29th, 2016 – telephone call from rajesh and email received confirming that dell will not be able to accommodate my request for a replacement system. Email sent to the raj @ dell with the bbb cc’d “I did not request a replacement laptop. My request was for a full refund. Dell has taken 2 months of my time in the less than 9 months I have been dealing with you. I've lost all my files twice and valuable time and documents. I will do whatever is necessary to bring this to the attention of consumers. I will not accept a replacement hard drive as the first time around that one failed the day it was installed. I'm not going through this process for the next 2 months and I will not close this complaint until I have been reimbursed for my purchase.

In addition, during our telephone conversation, I had mentioned how my previous laptop, an hp, had lasted several years and how purchasing a dell has been a nightmare. Not only did raj say that he found it hard to believe that my hp lasted several years, in essence he called me a liar.

June 30, 2016 – onward repeated phone calls and emails from rajesh that dell will not be able to accommodate my request and that regardless of who I reach out to, he will remain my point of contact.

July 6, 2016 - email to rajesh as well as telephone call received july 7, 2016 requesting that he please refrain from calling me daily, unless he is calling to inform me that I am being refunded for my original purchase. Email sent to michael dell... No resolution to date.

3 hard drive failures in less than 7 months of ownership on 2 new laptops and 2 months of dealing with their incompetent csr's.

last year at may I have bought an laptop it seemed to be having a complain I went to Carrefour in Al Ain I gave it for repair then after 20 days something I got it back I thought the problem with the hardware would be over then I found it again I complaint it at your website I got a call then one who called said me to meet the manager of Carrefour at alain I went their and I asked the merchandiser to take me to the manager what I got as a customer was bad I cannot say about it they were trying to fool me they are saying there is no problem with your laptop and trying to avoid and moreover I could not meet the manager they stopped me by saying he is not there every time . what is it ?is it the way to behave a customer most of them says no problem with your laptop I gave it to repair again in Carrefour after 15 days I got then I thougt it would be fine I was having examination and I was busy thus when I checked recently when I download even store game are not working they are saying hardware problem any way today if Iam alive Carrefour is there I will replace this laptop I will not look anything I am getting fooled what is this is the way to behave to a customer I was having a big trust on Carrefour products then I bought from there now what happened I want my money back I paid 1900 and what I got a useless laptop my father bought this laptop for me for achieving 90 percent mark in grade 10 and how sad iam the gift I got I like this it is so unexpected way that your treating a person to bad to bad

I purchased my 4th Dell system, did not perform as suggested, the biggest issue is financing, after paying on time for 24 months I was short on the last payment they charged me all the interest. I called and explained how when i purchased their people told me how many payments to pay it off within the time, i set up my auto pay with the bank the same way. They did not care and charged me for that missing payment of $108 dollars $375 dollars. I took care of it right away, they did not care i have been a long term Dell customer so i told them i would never buy from a company that was so rigid again, they had stiffed me before with another issue, they were advertising on the web site a bit tv item i gave the credit card and since i had not received follow up email from them i called they had pulled the add and refunded my money just an error on their part and never gave me satisfaction so with this i say careful in dealing with this company!

This complain is regarding Hard Disk Spare part I ordered for Server R370.

I ordered and paid the amount as per there quotation on 24th JAN, and I received parts in APRIL. They took so long to execute the prepaid order and then too they send me HDD without Fitting socket. I raised the issue about part order and they told that engineer will visit with the rest part but when i tried to book engineer visit the support person told that you will have to bring that first then book the engineer visit. I tried to get the balance part but till date i had not received the same. without that part the HDD received is of no use i tried escalating the issue with order processing manager and the different feedback cell i can get on DELL's website but no one even tried to get information about the malfunctioning of the order processing department which is very surprising for us.

seeing the above experience i found very disappointment and i am cursing the date on which i decided to buy DELL server. I have other server from IBM but never arrived at this situation. actually there is no way i can complain to DELL. there is no options provided on there support website and hence i thought to post it on other mediums.

Hope this will be an alarming point for them to put and feedback option in their website to that customer can post the difficulties directly to DELL management.

I am attaching email Conversation with them.

Regards,

Bibhuti Bibhaker

On April 8th, 2016, I received an email "offer" from Dell to receive a substantial discount on their XPS8900 computer line. I accepted the offer and carefully selected the individual components that I needed an ordered a computer. For reasons I can't imagine and haven't been told, I received a different computer! Dell has acknowledged that they shipped me a different computer than I ordered. The order / invoice information does not agree to the service tag (build) of the computer and they have not challenged that at all and agree I was sent something different than what I ordered.

I then asked Dell to do what any consumer would ask of a merchant, when they send you the wrong product, which was for them to simply ship me another computer with the specifications that I ordered in the first place, and issue a call tag for the wrong one! This would be no different than ordering a 65" TV on Black Friday and getting a 55" TV instead, or ordering a king sized mattress on a Washington's Birthday sale, and getting a queen sized instead!

Shockingly, Dell thus far has blatantly refused to "make good" on their mistake and ship me a replacement computer and a call tag for the wrong one. Despite trying to spell out the A, B, C's to them of the examples above, they refuse. They did, however, invite me to return the incorrect computer to them and then place a "new" order if I really wanted the other one, but this time at full price. So for me to get what i was originally offered and expected to get, now I have to pay nearly $300 higher because of Dell's admitted bait and switch.

When I confronted the customer service team and asked them for the remedy of "specific performance" where just getting my money back doesn't rectify the situation, I was actually told to "take it or leave it".

In this day and age of Internet merchant sales, I'm beyond shocked that a company could behave this way, admitting they made a mistake in shipping the wrong product, but punishing the customer by not making good on their mistake!

Worse, their customer service people were rude and tried to bully me.

The worst customer service I have ever come across in all my years.
I have been in the customer service industry (CCTV, Access control, security) for over 30 years and if I ever left someone without a system for 2 or 3 days let alone 2 or 3 months they and every other user they knew would have left our company and recommend all others do the same.
Having order 2 of these laptops for my wife and daughter I expected good things, not amazing but good. 4 month later (wife's) and over 15 emails, chats etc., reinstalling the bios, doing virus and malware scans, having a tech from Dell replace the mother board and d/c input only to leave the unit worse then when he arrived. Dell then said they would replace the hard drive. I explained that no backup software was sent with either laptop so the drive would have to come loaded. Did it? Of course not. I would not let him install the drive as it would have been a total waste of time once again. More and more chats, emails etc., I was told a replacement unit would be sent by Dell. I waited another week for some kind of notification that the unit was in process or on its way. I emailed my contact once again on to get a replay asking who authorized this replacement? I have no record of this even being offered!.
To make things even worse I recently received an email from Dell asking if I would like to purchase and extended warranty. What a joke.
I have not even started the process on the 2nd unit which is also starting up with black screens and running slower then my 5 year old OptiPlex.
I have now owned 5 Dells, 3 have been great but the way I have been treated since ordering these last 2 units has shown me that Dell is not the way to go anymore.

Rob

Dell representatives failed me and cost me hundreds of dollars. When I've tried to contact their customer service they used their automated phone system to hide from me. I also sent them numerous emails but never received a response. I ordered few things from this website which I've never received. Because of Dell unwillingness to assist the customer the situation turned into a fraud issue costing me the customer nearly $1000 dollars. I am very disappointed with Dell and I will never order anything from this website again.

This year I've discovered Dell website and ordered few things. But later I received a message stating that items I've ordered are out of stock. I immediately contacted customer service and they said here will be no refunds. They never explained the reason. If you want to use Dell.com be carefully and be prepared have a hassle and to wait if you want the great deal you had thought you had arranged. Their customer service gave me a hard time, I've wasted my money and time and received nothing. Very disappointed.

I spent last night building a cart after researching laptops for a week. I had two different machines chosen as final candidates. I saved the cart and then re-logged in to verify that the cart was there before retiring for the evening. Today I logged in and my cart was empty! I had taken the evening to determine the final selection and was going to make the purchase today. Since my cart was empty I initiated a chat, explained the situation, and after two hours finally got them to the point of e-mailing a quote. The quote was not for the machine that was selected, but a machine with part of the items that were on the machine that was in the cart. I pointed that out and the rep said he would check with his "supervisor". About 15 minutes later he said the machine had been approved for the same dollar amount that it was in the cart for the night before and he would send me a quote. No quote came and chat ended. I then received a call from another rep, and he informed me that the price was $300.00 higher than the cart said, (he had the cart up on his screen because he asked if I was buying one or two laptops, he could not have known that without visually verifying the cart!) I feel this is deceptive, and not only could I barely understand the "english" the guy was speaking but it was quite obvious that he did not care if I got what I selected for the price quoted in the cart less than 24 hours earlier, but whether I bought from them at all! I have purchased numerous dell products and have an advantage card (That I will be cutting in half) and plan on telling everybody I know about the deceptive practices and the lack of customer service. I am sure that the business model that micheal dell built initially did not include this lack of customer service. Sidebar: I have influence in selecting the cpu's, servers and laptops at my company, guess who we will not be using during the next eol cycle rotation for our computers)

Charger damage... Physical damage I purchased a dell venue 7 3741 tablet two months before... Now my tablet charger is damaged due to some voltage problem. I contact dell customer complaint service.. They says that.. My product has no warrenty in accesories.. Only warrenty for softwares only... But in ur product discription you are says (1 year manufacturer warranty for device and 6 months manufacturer warranty for in-box accessories including batteries from the date of purchase)... Thats why I will bought this item... Pls may take my problem as consideration... I parchased in 4 september 2015.. Order# [protected]... Now is under warranty... I am purchased in amazon online shopping site... Pls take a sufficient action my mobile no:[protected], [protected]

Spent over 5 hours trying to get support from Dell. I then decided to return the item because I saw that if I had a problem in the future, it would not get resolved. I spend another 2 hours trying to return the item and still have not received the Return Authorization #. I had to end up challenging the charge on my credit card. There are many computer vendors and I would suggest that anyone looking to purchase computers, tablets, etc. Look at all the reviews before selecting a vendor.