Dell
Reviews and Complaints

We need someone to do a Reader's Digest version of "Next Day on Site Service". I have been in the IT industry since 1988 and foolishly believed that it meant that if there was a hardware issue, i would see a tech the next day. This did not prove to be true. First the tech told me that the hard drive was bad. I told them no it was the mother board and asked for a tech with a mother to replace it. No they insisted on sending me a hard to put in and reconfigure myself. (I guess my services fall under "Next Day on Site Service"). When I disagreed with the tech about sending me the hard drive, they offered to transfer me to the legal department to discuss my warranty. Nice. Well the hard drive came in, i put it in and guess what, the motherboard is bad. is a tech going to be on site today to fix it? No. they might be there on Monday. BTW the person on the other line had to get permission from his manager to send a tech out. I guess Dell's definition of "Next Day on Site Service" is the new definition and not the industry standard that I expect.

Today, March 19, 2010, I received a letter from Dell Financial Services in the mail notifying me that they were closing my credit account due to my delinquent credit record. I have a few issues with this letter.

1. The letter was dated Feb. 26, 2010. I received the letter via snail mail almost a month later. No phone call, no email - no other way of communicating this to me quicker.

2. My balance was paid in full just 3 months ago, I have had a zero balance for the last three months!

3. Since I have been a Dell "preferred" customer since 2005, I managed to keep up with my payments for the most part and have twice paid off my balances.

I phoned Dell Financial Services and receive a representative who could only confirm the contents of the letter and advised me to appeal the matter in writing to the credit bureau that they relied upon to decide that I was a credit 'delinquent' even though my balance was zero for the last three months.

I do not get this. Instead of being rewarded for paying what I owed and having a zero balance, I am essentially being punished for being responsible!

What kind of message does this send to consumers? Folks who work hard and apply for credit, use it, pay it back (at exorbitant, onerous rates I might add) are punished for using this one sided system.

I am going to challenge this decision - not the part about being dropped- but the part about the 'delinquent" reason since that will have a negative effect on my credit report.

I am pissed and I will no longer support, purchase or recommend Dell products to any friends, family members, work associates or any business that I affiliate myself with.

I only wish I had a list of executive email addresses for Dell Financial Services so that I can express my frustration to them and try to get them to understand how really stupid their system is an how customer loyalty and consumer responsibility seeming goes to the toilet when it comes to how DFS treats customers.

I had an alienware Titanium account, that apparently dell consolidated into dell finances and closed all the alienware accounts, they said they sent me a letter however, i think i would have said something had i seen one.. Now i still must make payments on this account, however since it is a closed account... i can not use the online services to do it. i must mail in the payment or call in the payment.

I called up and the automated system indicated it needed to send me to a representitive. I explained to the representitive i would like to make a payment. he was more then happy to assit me but then indicated a processing fee of $14.95 would be applied to make the payment. A 15 dollar service charge... to make a 50 dollar payment.. how can this be justified.. how can it be legal ... When he noted my freaked out tone about the cost of making a pay by phone he said you can do it for free from the automated system... and kept repeating that to me after i told him thats how i got to him in the first place. Oviously i am going to mail in the payment and keep the 15 bucks in my pocket but i needed to complain someplace so here it is...

On March 27, 2008 I ordered a Dell XPS M1730 laptop computer over the phone (Dell Purchase ID and Order Number available upon request). The order was promptly shipped to an address in Texas and the equipment was received in good working order. Initially I was exceptionally pleased with the product; however, after a few months I began to have a number of issues. These were initially fairly easy to resolve and seemed to be fairly routine for a computer. As time passed these issues seemed to multiply and were no longer simple issues and now involved both hardware and software (e.g., battery, RAID configuration, operating system, memory parity, etc.) and required many, many hours on the phone with Dell Support, which itself was exceptionally poor.

After several months of attempting to resolve these issues I requested that Dell accept return of the equipment and issue a full refund. After many hours with Customer Care (also exceptionally poor) it was agreed they would return the computer less a 10% restocking fee, to which I agreed. I was informed that the purchase price (less the restocking fee) would be refunded to the credit card used to purchase the equipment.

The equipment was returned to Dell on October 19, 2009 via UPS and was confirmed as received on October 22, 2009. The email from Dell confirming the return indicated a refund would be issued within 30 business days (i.e., by December 3, 2009). After 30 business days no refund had been received and upon inquiry with Customer Care I was told that a replacement battery issued several months prior had not been returned. Again, I was required to have further discussions with Customer Care (each of which takes approximately one hour due to hold times and poor service) who eventually agreed that the battery had in fact been returned and that my account would be closed and a refund would be issued promptly.

Several more weeks passed and yet no refund was received. I again called Customer Care who stated a check had in fact been issued and sent to the address to which the computer was sent; however, I was no longer residing at this address. Furthermore, Dell stated the refund would be issued to the credit card; there was no mention of a check. Upon inquiry with Dell I was told that since the purchase was more than 18 months ago a check was the only option. This information was not provided at the time we agreed to the refund and had it been I would have provided an alternative address. As a result of this miscommunication I took my issue to the Consumer Resolution Center which I was told could potentially provide expedited service.

My first contact with this department occurred on December 23, 2009 via an email from MR (initials of representative). I promptly contacted MR and explained the situation. She agreed to issue a second check, this time to an address in Germany (my current residence). On January 8, 2010 she confirmed a check in the amount of $2, 730.37 was mailed to my address in Germany and that I should receive the funds within 15 business days (i.e., January 29, 2010). As of today (March 12, 2010) this second check has not been received. It has now been over 100 BUSINESS DAYS since the computer was returned and no refund has been received. On March 3, 2010 I was told a third check was issued and would be sent overnight the following day. Accordingly, I should have received this check on the 4th. Again, as of today this third check has not been received.

The Consumer Resolution Center does not appear to be in a position to deal with this matter. Each time we speak or trade emails I am informed they have no further information or will have information in the coming days.

I will continue to follow up with Dell; however I feel that I have exhausted all avenues to obtain this refund and thus have submitted a claim to the Better Business Bureau and contacted local news stations in Austin, Texas (near Round Rock) to see if they are interested in helping me resolve this matter.

I would welcome any response from Dell regarding this matter.

Dell and Toyota value consumers the same...

In a difficuly economy Ipent $1500 on a dell inspirion 1525 for my sister and her kids that at just 14 months (2 month out of warranty) starts shutting down. Dell claims its the integrated video card on the motherboard but the computer is hot to the touch. Makes sense that Dell wont mention overheating issues as similar issues have already caused one class action law suit. Dell claims theres nothing they can do because its 2 months over the 12 month warranty. BTW - you have to pay $49.00 for a one month diagnostic fee for Dell to feed you all this and get nowhere. Also You can get a replacement part (motherboard) for $289.00 but theres no one who will touch the installation...geek squad wont even touch it! dell doesnt care...how adsurd it is to have spent this money on a product that only lasts 14 months...based on the information available on the Web...how could Dell miss this recurring issue in the inspiron line...but again..Dell doesnt care as long as they get your last dime for a computer that doesnt work...

February 25, 2010

Dear Sir or Madam

The reason for this correspondence is to get clarity...I just received a letter from a collection agency called United Recovery Systems, which is a Collection agency on behalf of Dell. There number is [protected].On October of 2009 I entered a debt consolidation program called American C.C.C., telephone # [protected], which included all my debts including the Dell account. I was under the impression that Dell had accepted the proposal since they have been accepting the payment ACCC has been sending to them. Although I am unemployed I have been paying my fees with my unemployment checks on a monthly basis. I could have taken the easy way out and gone bankrupt, but as a single mom/dad/grandmother and grandfather I am doing my best to work on my credit, so that my dream comes through someday, which is to purchase a small home for my children and granddaughter.

Unfortunately, I am not sure what happened with Dell, because when I completed the application online, their agency is on the drop down list. I can’t believe that Dell would deny my ability to want to pay them back through a debt consolidation program, however is taking my money and still wants a collection agency to retrieve the payment in full. Again, I could have taken the easy way out and gone bankrupt, but that wasn't a choice for me, I really want to fix my credit being that I am still unemployed. The balance on the collection agency is 3, 102.33, however there is no way I am paying near that money because of all the discrepancies I've had with the desktop I purchased, which crashed not even two months later. Dell did send me a new hard drive after I had lost all of my assignments for my masters degree. In addition, not even 6 months later it happened again, this time I had to go to staples and purchase my own hard drive, which till this day it has been working fine.

In addition, I purchased 3 laptops for my children’s Christmas gifts, again, not even 6 months later they all crashed and when I tried calling dell the representative would not transfer me to a technician unless I pay a fee. Meanwhile, all my laptops have a two year warranty. I would like to settle but for the pain and suffering of wasting my money with dell, believing they were a reputable company, losing all my children’s pictures and my grandbaby’s, which I could not retrieve is so painful. I want an affordable settlement considering everything I had to go through with the desktop and three laptops. We are all discouraged. Anything you can do for me will be greatly appreciated.

Nevertheless, I don't have the money to pay this amount in full. With the economy the way it is and how it has been difficult to obtain a job I am barely making it on my own with three children and a granddaughter as a single mom/dad. When I was employed I was paying them practically in full and had a low balance, now Dell want to mess up my credit after I am trying my best as a single mom to overcome the statistics some agencies already have, especially of single moms living in the South Bronx. Even with all these obstacles I was able to obtain my associates, bachelors and masters and to no avail when it comes obtaining employment. I am hoping we can work something out. Also, once if this account is settled I want a General Release Letter from my debt for my records. Thanking you I shall remain for your immediate response to this very serious matter.

Should you require additional information, please feel free to contact me at [protected].

Respectfully

Angela Blanco
ACCOUNT# [protected]
URS# [protected]

I have always owned a Dell computer..desktops and laptops. Three years ago I bought a Dell 17 inch laptop with an extended warranty to cover anything and everything. When the representative at Dell told me it would cover damage if it got broken I was excited about having that kind of coverage. The total for the laptop and extended service warranty was just under $1600.00. Now to some people that isn't very much money but to me it was a huge purchase. When my laptop did get broken by accident I called Dell and told them what happened and that I have an extended service warranty. I was told that extended warranty didn't cover accidently breakage, only manufacurer defects and hardware. That WAS NOT what the person told me when I ordered it ...Angry, I far beyond angry. I work hard for my money. And messing with my money after I already purchased something is STEALING...DELL stole my money and LIED to me. I will never own another DELL and will make sure nobody else I know buys from them either. DELL is a ripoff, liar, and theif.

I bought a Dell in December for my son. The WLAN Card Networking Service does not respond and closes. The message continues to pop up even after disabling the card. Called Dell "support" and had my call dropped by some tech guru in India. Return call netted no support and a lot of confusion about what I needed done. Past loyal Dell owner who will never purchase from Dell again. I fixed the machine myself by wiping the system clean and starting over. I could have built new from scratch cheaper.

Less than 1 month ago, I purchased a Dell Vostro 1510 laptop direct through Dell's website. I have had only very limited available use of this product as typically the display is black. I have spent hours and hours on the phone with unknowledgeable service techs without result. This is a brand new product that has not worked correctly since day 1 and I would asked for a replacement without satisfaction. The best I got was a promise that an on-site service tech would contach me within 24 hours for an appt. No response. I am frustrated beyond control and would at minimum like the contact that I can voice my complaint too. No response there either.

My compliant starts on Monday February 1 2010 when I was notified by Dell that the new laptop I ordered was approved for Financing. And I would Receive the Computer in a maximum of 14 days. I then received an email stating March 19 2010 was my expected delivery date. when I phoned to inquire about the change in dates that is when the NIGHTMARE STARTED & I DO MEAN NIGHTMARE First before you get to talk to anyone you must repeat you order number and personal information approximately 3 times before speaking with an agent. this whole process takes about 25 minutes before you get to talk to a agent. The when I phoned to inquire as to why the mouse and carry case came separate and ask questions about my financing. I was put through the whole routine yet again. When I asked to speak to a supervisor about my unhappiness with the Lack of customer service. I was told rather abruptly to call back and ask for a supervisor as that was the only way I was going to get one.When I did as ordered I was again put through to an agent after repeating my order number and personal info yet again.finally I was told a supervisor was not available and one would call me back with in a hour. What clock does DELL have because after a two hour wait I had to Call them back as no supervisor had called me back. When I called back I yet again I had to repeat all the info as before. Like I have nothing better to do with my time then spend a day on the phone with them. Well today February 12 2010 I phoned Dell Re an Inquiry about my order. Same Routine Order Number and personal Info. This Time it gets worse I called the phone number provide by Dell Canada Gave all the usual info. And was told I wasn't who I said I was as this order was delivered in 1999. and if I was who I said I was I would know that. I again gave the guy the info right from the email from DELL and again was told Rudely That I was a phony. After trying to explain to this guy who absolutely refused to be quite long enough for me to say much of anything but listen to him chastise me as if I was some stupid kid. I was told I was Talking to The USA office & should be Talking to the Canadian Offices. I tired to ask why I was put through to the States when I called a Canadian Number and i was hung up on. Yet again I had to phone DELL CANADA and wait for 20 some minutes and give the info required yet again and again before talking to yet another inept customer care agent (Or Lack Of Care) Only to be talked to in a manner I wouldn't talk to my Worst enemy in. I then told them to cancel the computer which I was told would happen. immediately However excuse me for not trusting what they said would happen as they said it would . But I went on line to DELL Canada's site logged in to my account and found my order is still in production.What part of cancel do these people not understand. It stumps me as to why this Company is still business as they have no idea how to treat their customers and I really Honestly think They don't Care at all well there ya have it My very unpleasant experience with Dell Computers. BUYER BE WARE SEE DELL RUN FAST IN THE OPPOSITE DIRECTION.

I bought an extended warranty on my Dell, Dimension 510 with Windows XP, in February, 2006, The past few months I have been hearing a, 'Grinding" noise coming from the tower. Dell sent someone to replace the hard drive. A week later, I started hearing a tapping noise. I called Dell & was told that they are going to replace my computer. The new computer is a refubished, "Inspiron" D 530, with Windows 7. I researched that computer & Dell no longer makes it. Additionally, their tech support advised me that the refurbished computer is not comaptible with my Dell 924 printer.
I don't think it's fair of Dell to replace my computer with one that is obsolete. If they replace it with aWindows 7 because Windows XP is no longer available, then they ought to replace my computer with a new er comouter. Additionally, I feel that Dell should replace my Alli n one printer. They sell them, after discount, for $50. They can afford the $50 more than I can. I've been on fixed income due to disability for the past 13 years.

Would you please help me resolve this issue with Dell. Thank you.

Bassam juzdan

i bought two computers from dell. a desk top and a lab top.i im in dept to dell for a lot of money. just resently i bought 8hundred and 35 more dollars worth of insurance of protection. and help with any thing going wrong with my computers. and dell told me this will cover all of my computers. not to worry i have 24 7 days aweek tec support. wrong liers. called them be cause i was having trouble getting microsoft home office in my dest top they told me they would have to charge me for the help and that it was a soft ware problem and i need to buy soft ware protecsion. after i just bought 8 hunderd and 35 dollars worth of tec support. and i ask them when i bought this im not going to have to buy any thing else this is it im not going to have to spend any more money. i have the sales person from dell assured me over and over . becuse i have been riped of like this be for from another company when i spent 400 dollars on insurance at this company and never got help from them either. and when i ask to talk to some one in charge dell puts me on hold and never comes back to the phone. or they just cut me off. or just keep sending me to diffrent places. dell is arip off . NEVER NEVER NEVER BUY ANY THING FROM DELL. THE SOFT WARE PROCTION WAS GOING TO COST ME A EXTRA 300.00 DOLLARS . SO FAR IM IN DEPT TO DELL FOR 5000.00 they realy put me back now that my husband lost his job and i work in a cotton mill.wish they had these computer stuck where the sun dont shine.i dont see how the people that work for dell sleep at night. knowing they are riping off poor working people who trust a amercia company. there moto is red white and do you america.get theres and mine to. i get it now i work for dell i pay them every month for nothing! just like the rest of the big companys take your tax money and your hard earned money so they can live high and go on long vactions and buy big cars. so to night while we are eating beans. i hope those people from dell bless that steak i payed for be for they eat it.be cause i will pray for this company to improve the level of hireing they do.so that honest hard working amercians can feel good a bout one company in the U SA that is about the people and how we should be treated. i did not cuss or get mad at the people who work for dells rip off department. be cause god will deal with liers my bible tells me so. and i do beleave in one higher in command than dell.

I thought I was purchasing a good computer from a reputable company. I liked the larger screen and the keypad on the keyboard. Problem is/was, that Windows Vista 64 is not a very good .. check that .. is in fact a VERY BAD operating system. I purchased Windows 7 after having to reinstall Vista several times and going through multiple blue screens of death along with many driver updates and Windows updates. Nearly every single time Windows did an update, I had the blue screen causing many hours of reloading etc. I am sooooo frustrated with this thing (not even a year old yet!) that I am considering taking a gun to blow it away on video and sending this video to Dell in hopes that they'll get the idea that I'd never purchase another machine of any type from them .. in fact I am very likely to become a lifetime member of the NEVER PC AGAIN club and go get a MAC Book. There's a computer company that has product you can trust and depend on. I went to a job interview with this stupid Dell piece of ___ I thought I had the issues resolved, following the installation of Windows 7 and re-installing only MS Office .. nothing else! It crapped out while at the interview. How disappointing! I was embarassed in front of what could have been my new employer. NEVER BUY A DELL ... for that matter, NEVER BUY ANY MORE MICROSOFT SOFTWARE! MAC is the only way to go.

i bought a new dell computer a year are so ago, it tore up within six months of purchase it was the hard drive, they fixed it, but a month later the hard drive went out again, and finally its on its third new hard drive now, which is going out again, their key board and mouse tore up within a month of purchase they wouldnt replace it, and their all in one printer tore up as soon as the warrany was over, i did get a free printer from them of my choice and i didnt pick dell either.i got tired of messing with dell all togather and went out and replaced with a new hp computer, hp makes dell seem like a over sized calculator, my advise is dont by any dell equipment at all...

I ordered a Dell Studio 16 laptop, and right after the order, discovered that a software that I use daily needed an even more powerful computer to run smoothly. I called Dell to cancel the order or even alter the order. The representative in India told me that the phone system was down and he could not forward me to the correct person. He said to call back in two hours. Two hours later, I called back and was told the unit I ordered was in production and could not be cancelled or altered. I asked how quickly a unit went into production and was told it takes about two hours! What a surprise! The first agent stonewalled me for two hours, until nothing could be done, (or more likely, would be done). Today I received an email apologizing for the inconvenience and asked me to call number [protected] concerning getting this order cancelled. Of course, the agent gave me the same information...it is too late to cancel. I have spoken to five different agents in India and one in the Philippines, none in the United States. The sad part is I wanted to cancel this order and spend an additional $500. Now, my only recourse is to return the computer when it arrives and pay the 15% restocking fee. With the way I feel right now about Dell, this is a small price to pay to not have another Dell product in my house ever again. What lunacy in business practices! Do the decision makers in the company not realize that the repeat buyers are the ones who make the company successful? I filed a complaint with the Better Business Bureau in Austin, Texas. The outsourced customer support staff in India must be cracking up at how stupid we are! If they always tell you there is nothing we can do, what is the point of having them on the phone. What a horrible job that must be. They cannot make one person happy all day long!

I will never buy a dell again... I have had sooo mny problems... Noone the I speak with speaks much english... They dont care and laugh when I am upset. This has been one of the worst experiences ive ever had. These people have been horrible. It has taken 3 months to get my computer... I finally get it and it is the wrong one. When I call dell they always tell me that they cannot help me... Or the do not understand what I am saying... Seriously! Omg

My name is Heng Yu and I am writing to you regarding the worst services I had from DELL.

We (my son Simon Yu and I) bought a DELL Laptop (the model is Studio XPS 16 and the total price is $1, 563.07) from DELL sales desk on Dec 19 2009 in Garden City, Perth. The order No is 6559977 and Internet Reference Number: AU0000-[protected]‏.

The sales person said to us that the Laptop shall be delivered at 9-12 days at that day. On Dec 24, I got call from DELL or may be delivery company and said to me that the Laptop will be delivered on Dec 30 between 1-5pm. I said OK and my son will stay at home waiting for courier.

My son stayed at home whole day and no one came on Dec 30 2009. Than we check the delivery status on the web and we found that the delivery date changed to Jan 5th 2010. I called Dell Customer Service number [protected]) and said it will be delived on jan 5th.

My son waited whole day at home on Jan 5th 2010 and still no one came. On Jan 6th, We check the delivery status again and it still showed that the Laptop will be delivered on 5th. I called your Customer Service line again and asked them what happened. The answer to me was that the delivery date changed to Jan 8th. Yesterday (Jan 07) I checked the delivery status on the web and the message told me that the order was deliveredon Dec 30, 2009. I called DELL delivery lines [protected] and ask them for explanation. They gave a number (133278) and asked me to call it. I called this number (it is the number of delivery company) and told them the order number, they replied to me that they haven't received the order yet. And then I was asked to call DELL distributor number [protected]. I called it and got answer is that the oeder will be delivered on 1-5pm, Jan 11, 2010.

From the an email which Dell Customer Service replied to son (Simon Yu) and it said "order # 6559977 has been delivered for you on 30/12/2009 and signed by Heng Yu".

I am surprised and angered by your DELL poor and mess communication and customer service management. That is the worst service I have never been before. I would like know where you delivered it and who signed it for me or it was your deliberately to cover your mistake.

I am asking the compensation for your long delay of delivery. If I still can not receive my Order on Jan 11, I will cancel my order, ask fully refound my payment and issue you for my loss. Also I will write a letter to DELL Global Manager to reprot the case.

Also I want mention here that DELL Customer Care Contact Numbers are the worst services in the world as well. Each time I have wait at least 30 minutes to get connection and than I was pushed to another number and spend another 30 minutes to listen your endless phone music, and than another again.

Regards

Heng Yu

Mol: [protected]
Home: [protected]

Dell Inc. Respresentatives "Failed" to provide Technical Assistance to the Consumer, furthermore they refused to honor their existing Warranties or agreements with the Consumer.

I develop a Software Problem with my personal Desktop Computer at my residence, I required Technical assistance, by having a Technical Assistant; come to my Residence and "Conduct a Full System Recovery".

Dell Respresentatives "Refused" to provide any Technical Assistance and refused to send anyone.

I had to pay $ 200.00 Dollars of my own Money, to have a Technical Assistant from my former Telephone Company, to make the necessary repair, which took ( 1 ) Hour. The Software Problem was the direct result of a "Virus".

I then requested several times, by telephone, E-Mails and especially in writing Letters to Dell Inc., with no proper results.

I then demanded not only my $ 200.00 Dollars, I told them; since they refuse to honor my extented Warranty that expires in 2012. I want my $ 300.00 Dollars that I paided Dell Inc. for any future problems with my Computer.

I have filed many Complaints against Dell Inc., ( Attorney Generals Office of Texas, Attorney General of Florida, The Better Business Bureau and etc...

P.S. How about putting my Complaint on your Website, you apparently forgot or misplaced my earlier Complaint with Dell Inc.

Thanks