Dell’s earns a 2.1-star rating from 577 reviews, showing that the majority of computer users are somewhat dissatisfied with their hardware and support.
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awful company
I purchased my Dell Desktop in June 2008. After making my first payment online it has been down hill ever since. I made an attempt to make the second payment via the internet again, but the payment section of the website was not working or was down at the time. Because the payment was going to be early I mailed it to the P.O. Box at Carol Stream, IL. The payment came back 2 weeks after the due date. I made an attempt to make a payment online. Payment service online was not working again. I called the customer service center. After being on hold for more then 10min. I was transferred to person after person who did not speak english and who would read from a script. I am so mad with dell. After being on the phone with different non-speaking people for over 2hrs. Nothing was accomplished except the last person I spoke with did say that my account was reported to the credit bureau and had a late fee with finance charges added. I was so mad I was spitting fire. I hung up the phone and called the Canada customer service number in hopes of speaking to someone in english. First person to answer the phone spoke english but, READ FROM A SCRIPT. Are you kidding me? I told him the whole problem and I was clear that I wanted the finance charges and the late fees taken off my account because I did send out the payment prior to the 15day late fee and 10days before the 3oday pass due date. He put me on hold the next person to pick up the phone did not speak English and kept asking me for my name and address. I hung up. This same situation happened 4 more times. I am still trying to get someone to help me. The website is useless with making a payment. Even more useless are all those who pretend to know what we are talking about but have no clue and only read from a script. Dell needs to be held accountable for there mishandling of consumer complaints. I have sent complaints. NO ANSWER! Hopefully this does not happen to someone else. Beware that if you do have an account pay that your payment gets posted and that you do not have to talk to a brick wall. Outsourcing not such a good idea if people want to pay their accounts on time.
The complaint has been investigated and resolved to the customer’s satisfaction.
rebate scam
Dell cheated me from a promised rebate and gift certificate.
A dear friend recommended I purchase a dell computer. In December I purchased an inspiron 1721 laptop. I only had dial up service available so a laptop would let me do large downloads with wi fi. There were the usual start up problems with service packs destroying the operating system but the tech support got me through this (and the problem was with Word Perfect and Vista) and it works moderately well. But a perfect storm was brewing.
Fiber optics were finally coming to our road. My phone co chose to discontinue our local phone service unless we purchased a very expensive service. We shopped alternatives and contracted for local service and a high speed connection. These work well but we were under a deadline for changing our local service. No longer is it a flipping of a switch for fiber optics had to be installed. Could they hurry and complete the fiber work before the other company pulled the switch? Fortunately they could, and did with a crew that came from 400 miles away. Dummy here dropped my dial up ISP before they sent me my rebate and gift certificate�this also changed my email address under which I purchased and registered the computer.
I had purchased the laptop with a promised rebate and a gift certificate for registering and when they did not come I called (probably in early February) and was told it was too late to find out about the rebate and gift certificate. My request simply hit a dead end in customer care and I could not speak with a supervisor.
In July 2008 I heard about this web site and wrote to dell that they cheated me and before I make my complaint I felt they should have an opportunity to reply, they did. Same answer, �we can do nothing�.
I am free at last as the computer is paid for and dell financial cannot play �gotcha� with a �deferred finance charge� so I will freely tell one and all that If Dell wants to give you a rebate simply tell them �no thanks, just drop the sales price by that much. They cheated me and I will never buy from them again.
The complaint has been investigated and resolved to the customer’s satisfaction.
I bought a Dell Laptop, wireless router and printer package.
The rebate required I print out and submit my rebate form.
The printer arrived a week after the window for submitting the rebate expired.
My $150 rebate was denied.
I bought a package deal.
Seems to me like the period for the rebate should have begun upon receipt of the entire purchase.
I find that rebates are largely scams and the honest way of doing business is to apply the discount, then pay the bottom line price. I paid cash up front for the entire package before receiving any of the merchandise.
scam and cheating
I have tried time after time to get my dell computer as well as my dell 720 printer ownership transfered to myself only to have these request go unanswered by Dell because I don't know who the previous owner is or was.
I feel that this is not fair to myself or anyone else who buys a dell computer second hand as I did. Now let me ask you this? Is it normal for everyone to know who owned a computer when you buy said computer from a shop or store where it was donated in the first place. Well this is what has happened to myself and now Dell does not want to do a thing to help myself get my printer up and running. Oh by the way it did take me over a year to finally get my computer ownership transfered.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have tried time after time to get my dell computer as well as my dell 720 printer ownership transfered to myself only to have these request go unanswered by Dell because I don't know who the previous owner is or was.
I feel that this is not fair to myself or anyone else who buys a dell computer second hand as I did. Now let me ask you this? Is it normal for everyone to know who owned a computer when you buy said computer from a shop or store where it was donated in the first place. Well this is what has happened to myself and now Dell does not want to do a thing to help myself get my printer up and running. Oh by the way it did take me over a year to finally get my computer ownership transfered.
We will never deal with Dell again. We have had so many problems with the computers with chips and batteries etc.. and when you call them you get someone from a foreign nation to speak to, if you chose to speak to an American you have to pay for the priviledge it costs I believe about 89.00 or 98.00 a year. Finally I took my computer to a local reputable repair shop and the owner informed that the Dell computers were of the least quality computers and not a good choice for purchase.
I didnt listen, and again I ordered from Dell and guess what ? Your right all the problems all over again on top of a new one.
We are a military famiy so of course we do move. They shipped the new order (two lap tops for the grandbabies home schooling) but they were sending our statements to our old address clear across the united states. We called Dell and tried to explain there was no payments because we never received a statement with an account number so that we could make payments. They keep calling about four to six times a day and insist we pay all back late fee charges even though they admitted it was their fault ! I feel the late charges should have been dropped and all negative reporting should have been corrected.
Please for peace of mind, for the simple fact that you can gain better quality products with a company that stands behind their warranty.. DO NOT DEAL WITH DELL !
frequent breakdown, fail to repair, keeps delaying and bad services
Our Dell laptop is under warranty. It has been keeping breaking down in the past one and a half years. In the last two mouths, our Dell machine has been unable to start up. Dell engineers have tried several times and failed to repair it. We have spent money to phone Dell technical support for many, many times. But they always find reasons or excuse to delay and postphone. Dell's technical support telephone line is always unclear. Furthermore, the line is sometimes cut off when you are talking and complaining to Dell staff. Poor quality of Dell products! Bad services of Dell! Terrible technical support!
The complaint has been investigated and resolved to the customer’s satisfaction.
dell sent me the wrong laptop and I just want my money back!
Four years ago I ordered an XPS from Dell Canada and was happy as a bear in a honey farm. The system ran great, the customer service was fantastic and the technical support was very knowledgeable.
Last October of 2008 I ordered another high-end laptop from Dell and received something less than what I paid for. I called Dell and they said they would send the proper system and to hold on to the one I had till the new computer had arrived. After a couple of weeks the order status did not change so I contacted Dell and was told that the model I ordered was no longer available. They offered me an alternative system and I reluctantly accepted. After several weeks of calling and checking online at what the status of the order was (almost all of the month of November) I was told that it would arrive on or before December 2nd, 2008.
On December 1st I called and was told that they had canceled the order. They also had the nerve to tell me that I had violated the thirty day return policy and could not return the computer that I did not order! Nevertheless, I kept records and recorded my phone calls with the very poor English speaking customer service people (who get very upset when WE don't understand them) and they withdrew their threat.
At this point I insisted on returning the laptop computer that I DID NOT order and insisted also on getting my money back. On Boxing Day morning I was awakened at a very early hour and asked if I had received my package yet!? Apparently they sent something to the courier terminal with my name on it...
FOOL ME ONCE, SHAME ON YOU, FOOL ME TWICE, SHAME ON ME! I said that I wanted my money back and never again will I deal with Dell. Dell has a 15 to 20 day refund policy and it has been 25 days since they received the computer I returned to them (the one that I did not order). Every time I call customer service and give them the reference number I am told that they will put me through to the proper department and nobody answers. I figure that twenty minutes is plenty patience (!?)
In addition to being treated poorly I am paying interest for nothing and my cell phone bill is much more than nominal because of all the minutes I am put on hold. Many times I am put on hold because the representative is asking someone else what to say or what to do since they are unable to answer the query or take action! Why didn't he or she just hand over the phone?
Dell made a bad decision moving the customer service to India. Customer service isn't even a word in that country and if it is then it doesn't have any value. It seems like everyone for them selves or something. Bad business decision. I am still content with my present Dell but I won't buy another. And yesterday I was told that I will be responsible for furnishing and equipping, of all things, a cybercafe! Dell and its subsidiaries, (Alienware) are not on the list.
The complaint has been investigated and resolved to the customer’s satisfaction.
Yeah, I totally agree to what all of you have been saying regarding Dell Canada's poor customer service and technical support. I solidly recommend that everyone avoid this company like the plague and take their business elsewhere!
I placed my order over a month ago and it still hasn't arrived. They never responded at all to two separate emails that I sent. And when I phoned last week, they couldn't tell me at all when the item was actually going to ship. This company has no idea at all how to properly treat customers, and they have gone steadily downhill over the past year. Well, the good news is that today I finally cancelled my order. Never again Dell, never again. You have lost my business for good.
dumb###...atleast we know how to setup a pc and take care of stuffs without calling customer service every ###ing time...
get a life luzr..
illegal charges to credit card
Dell sales representative Daniel Parker promised me that my shipment would go out FEDEX next day air. He was advised that he did not have authorization to charge my account and place the order unless it would arrive in two days. He sent the order UPS ground and did not have authorization to place the order. He did this fraudulently. After spending 10 hours on the phone with Dell Financial and Dell customer care they would not take any action on this. Several times I was hung up on, was on very extended hold times and Dell Financial refused to file fraud charges against Daniel Parker who illegally charged my account. I asked to speak with the executives at Dell and was refused. A Dell Financial Manager Jose at the Texas office refused to speak with me and advised his representative not to file fraud charges. They would not expedite shipping of my order, cancel it, and would not refund my money. It is illegal for any person to place charges on my credit card without my authorization. Dell also, committed fraud by not notifying me via email that an order had been placed, would be shipped UPS ground without my authorization to hide the fact that an illegal order and charges to my credit card had been placed. I will not get these items in time for Christmas and had clearly not authorized this order. My billable rate with IBM as a software engineer would be $200.00 per hour if I had not become disabled and on IBM disability. They also, committed fraud against a disabled person and violated federal disability laws, have caused me additional medical problems and have mistreated me.
The complaint has been investigated and resolved to the customer’s satisfaction.
Don't get so mad... Yes, it was a bad situation to do to you, but can be simply remedied.
Just cancel your order, Dell doesn't charge your account or your credit card until the order actually ships, so you can cancel any time while the order is in production and you won't be charged.
You can cancel the order on the phone or online.
harmful service
I opened a Dell Financial Preferred Account in 2006 to pay for a
camera. While I could not afford to pay them off, I made regular
monthly installments of $100. Oh yes, they have made a LOT of money
out of me. Does that make me a preferred customer worthy of excellent
service? Does it hell.
Recently, I paid off the balance on my credit loan from DFS and
wanted to close my account, and indeed to stop those monthly payments
- something they won't do for you, incidentally, unless you take
action. When I tried to close my account on-line, I was informed that
my account was blocked and that I would have to call the company.
Perceiving this merely as a ruse to give them the opportunity to try
to keep me as a customer, I nevertheless called them. In fact, I
received a letter from DFS instructing me to do precisely this,
complete with an 800 number. I called the 800 number five times and
spoke to five different people, none of whom had the authority to
stop my monthly payments (even though I owe them nothing) or to close
my account. Moreover, no one spoke clear English, and I suspect none
of them were even on the North American continent.
Each person I spoke to knew nothing (naturally) and routed me to
another department, or simply cut me off, and one even sent me back
to the main menu to start all over again. By the way, their phone
menu is in itself completely useless since it does not offer any
helpful options at all. I wasted a morning trying to get through to
these inept bozos, and eventually had to give it up before I smashed
my own telephone in frustration.
I have now written a stiff letter to NFS, and taken the precaution of
emptying my bank account, as well as asking my bank to stop all
payments to DFS, because I just know they are going to keep taking
the payments if I let them, and that this will almost certainly turn
into a major drama culminating in some damaging credit reports filed
by DFS against me, all because of their own blind incompetence.
My suggestion to anyone who is considering opening an account with
DFS is DON'T. It's like willingly attaching a leach to your
genitalia, and removing it will be a painful and protracted
process. If you think you need their credit, trust me, you don't.
Save yourself from a great deal of wasted time and frustration.
I will never purchase anything from Dell again. The company and its
financial step-child are both a disaster with completely indifferent
management. The only way to deal with such outrageously poor service
is to boycott companies that practice it.
The complaint has been investigated and resolved to the customer’s satisfaction.
Same EXACT problem. In fact I have a $400 credit balance they won't give back to me.
The folks in India don't think. They read from scripts and are completey incapable of listening and making decisions. Dell USA just keeps referring me over to DFS. DFS puts me in a loop that can't be broken.
A lawsuit is probably the only way to get their attention.
bad service
Dell ran a Black Friday special for their Inspiron Mini laptops. I ordered 2 of them on the same day (black friday). I got a ship date of 2 weeks out, only for them to make up some "BS" excuse and not ship the laptop.
On one order, they csent me an email stating that the order was cancelled because "there was a problem with the credit card processing". What problem. They debited my card at time of purchase, then issued a credit on the ship date. I guess that was the "problem".
It's the 15th, I'm still waiting for both my laptops and Dell is still bs'ing people.
The complaint has been investigated and resolved to the customer’s satisfaction.
Did not use service and was charged $18.00 on my credit card.
i paid off my computer and its not shipped yet.
I bought a dell lap top, needed some help, could not understand the people on the phone all I heard it was $150.00 to fix the
problem and i get a bill for near $500.00 i am not going to pay Dell the balance and if necessary i will contact the Florida State attorney for help, they have people from india on the phone and i could not hardly understand anything
I bought my daughter A labtop A year ago.And one week after the warrteywent run out the labtop went out.they said it was the hard drive So I brought it.And they sent the wrong one.so by the time I got the right one putd it in the shop and they took so long to work on it, And now It cant be fix they want take the hard drive or new battery I brought.I is bad when you pay that much for A labtop and goes out in a year with little use.So know noy only am Istuck the labtop buy $256 dollars ln parts I cany use, I WILL NEVER BUY A DELL AGAINordle24740@yahoo.com
If you're still having issues with Dell or even if they're somewhat resolved, I suggest that you email their company heads
starting at the top:
Michael@dell.com
michael_dell@dell.com
ronald_garriques@dell.com
lawrence_tu@dell.com
andrew_esparza@dell.com
paul_bell@dell.com
stephen_felice@dell.com
david_marmonti@dell.com
brad_anderson@dell.com
jeffrey_clarke@dell.com
alex_gruzen@dell.com
joan_hooper@dell.com
william_gray@dell.com
Brooke_Adams@Dell.com
michael_dell@dell.com
stephen_linder@dell.com
Swastik_Ghosh@Dell.com
mikeeagle1@aol.com
Dawna_Richmond@Dell.com
Richard_Bernier@Dell.com
Us_dfs_customer_experience@dell.com
geoffrey_knox@dell.com
andrew_ramer@dell.com
michael_george@dell.com
Brian_r_davis@dell.com
duane_pond@dell.com
Tracey_selberg@dell.com
jennifer_harrell@dell.com
david_slaughter@dell.com
kelly_rogers@dell.com
Tammy_Luong@dell.com
Brian_r_davis@dell.com
au_tech_support@dell.com
Greg_wills@dell.com
kelly_boatright@dell.com
david_frink@dell.com
jess_blackburn@dell.com
robert_williams@dell.com
shep_dunlap@dell.com
lionel_menchaca@dell.com
stephen_linder@dell.com
My only hope is that perhaps this company that I have been dealing with for almost five years can seriously consider
the problems their customer service and FIX them.
Good luck!
haha...gr8...Dell screwing up again...i hate thm...I got myself an XPS frm their website...never got one...whn i called thm, thy said that there was a DB error...plz buy again or file a complain...i filed up n its been 6 mnths...THEY STOLE MY $600...STAY AWAY FROM THEM... X(
i totally agree with u...thr delivery is really horrible...thy always over charge and customer support ppl are n00bs...lolz...thy dnt even know how to spell D-E-L-L...lolz
omg...its not only their computers or notebooks which are horrible but also their LCD monitors...
thy are highly priced and completely crap...i ordered one and got a broken LCD...thy replaced it in 3 mnths n now it makes strng sound...damn
so thats the point...Alienware and Dell...together they are messing up... i'd ordered a dell inspiron last year on july and got it shipped on Oct...they freaking charged me $150 extra for shipping saying that my location was hard to find...i mean wtf does this means?
Ian, you're right. Dell and all of the brand work under its name is totally piece of ###. Check this out: Alienware Area-51 Laptop — Disappointing laptop, broken hardware, crap customer service, do u see how many complaints? (Alienware works under Dell)
cancelled order
I placed an order for the laptop on Nov 17. It was intended as a Xmas present for my daughter but was also intended as a test of the Dell system. I will be opening a family practice/anti aging/cosmetic clinic in the next 12 months and my intention is to make it completely computer driven requiring 10-12 computers. Suffice it to say that after this experience I have no intention of ever dealing with Dell again.
The projected ship date was Dec 5. On Dec 16 after having still not received the laptop I called Dell and was informed that the order had been cancelled. According to your rep this could have been for "any one of a hundred reasons". He could give me no reason why it was cancelled.
I have now spent over three hours on hold speaking with various incompetents who keep on insisting they cannot put me through to anyone in charge, leaving voice mails that aren't returned and transferring me around multiple times including hanging up on me twice.
Now I am told that the order was cancelled for the wrong sku number whatever that means.
No one in the India Customer Care Centre (customer care - what a joke), and I spoke with nine of them could offer any kind of explanation and none of them could give me a contact number for the company in Canada. I spoke with Dell Financial to make sure I wasn't being charged for it - thankfully I'm not - and they inform me that they have no way of contacting the company in Canada.
Never again will I deal with Dell and everyone else who wishes to should be prepared for what happens if they do.
Moral: Buy locally, at least you have someone to complain to
The complaint has been investigated and resolved to the customer’s satisfaction.
I forget to mention I came off the phone about 11:30am this in regards to the above comment.
Dec. 7, 2009, I cancelled my order with dell that I placed on November/09. The computer was to be delivered on Dec 4th, it never came, I lost a day of work waiting on the delivery. I called Dell at 10:00am this morning, I spoke to about five different people who kept transferring me to the same department with each having a wait time about 15-20mins; most of the reps had an Indian accent. By now I am mad because I work last night and I have not slept and no one at Dell can give me a straight answer as to when my order will be shipped out; one rep said the order is still sitting in the customer care dept. This is the Canadian dell. However, the US Dell delivers at a faster rate. I got so mad I cancel my order they could not provide a confirmation number for the cancellation but the rep said to me after four hours check the status on line and it will show that it's cancelled. How can Dell company allow their customer service department to play with customers time as if our time is nothing...I am so so mad I would like to get some infor to contact the President of Dell Canada.
Yeah, I totally agree to what all of you have been saying regarding Dell Canada's poor customer service and technical support. I solidly recommend that everyone avoid this company like the plague and take their business elsewhere!
I placed my order over a month ago and it still hasn't arrived. They never responded at all to two separate emails that I sent. And when I phoned last week, they couldn't tell me at all when the item was actually going to ship. This company has no idea at all how to properly treat customers, and they have gone steadily downhill over the past year. They also have a tendency to bounce you around from one person to the next while you wait for a long time on the other end of the phone. Well, the good news is that today I finally cancelled my order. Never again Dell, never again. You have lost my business for good.
I am actually dealing with that right now. Mine has been cancelled not once..but twice. The first time they did give me a 30 dollar credit (woohoo eh that's big time) And now this time I got nothing. The rep said I should see it early next week but my confirmation said Dec 16. That is almost two months since I've origionally ordered it. Trying to get a hold of a complain dept. is impossible. Speaking to an english person is almost impossible. So very aggrivating I feel your pain!
poor customer service & technical support
It is surprising & reassuring to know the number of customers who have gone through Dell Hell! I am one of these disgruntled customers. My Dell computer system (i.e., desktop (Dimension E520), monitor & peripherals) all came in a package deal with my internet service provider, Bell Sympatico. Several months back, I contacted their technical support to ask for assistance on how to format my computer. Their normal procedure was to ask for your name, address, telephone number and the service tag number of my PC. Lo & behold, when I gave them my information, the computer, was not registered in my name, therefore they could not provide me technical support. They then transferred me to customer service. When I discussed the issue at hand, I requested that the computer system service tag number be registered under my name. I provided them the necessary information and they told me that they would proceed with the registration of the computer service tag under my name which would take from a couple of weeks to over a month.
Today, December 15, 2008, I once again contacted technical support for assistance on a monitor issue. Once again, they followed the same old procedure about my personal information and the service tag number. Guess what? The service tag number was still not registered under my name. To top it all, my 1-year warranty had expired, therefore, I had to pay C$50+ in order to avail of the technical support. Then, they again transferred me to customer service. They told me the same thing plus even mentioned that I should look it up in the Dell website if I wanted to know about the service terms & conditions. From the time that technical support mentioned that they could not provide me the service I asked for up to the time I was transferred to customer service, I was giving them a piece of my mind.
Having said all of the above, it is wishful thinking that this would move others to patronize other better computer brands such as Hewlett Packard, Acer or iMac. Better yet, a nice suggestion would be to do your homework & research (e.g., on the internet, from other users, etc.) on what brands have good reviews, customer service, customer support, etc. Perhaps, even assembling your own PC will be appropriate if you have the time, skill, knowledge & resources. Hopefully, this account will spare others from going through the Dell Hell ordeal!
Best regards & have a truly great day ahead of you!
The complaint has been investigated and resolved to the customer’s satisfaction.
Yes, I agree, their costumer service stinks! Even the paid services are badly rendered. Before you start on the phone, they say that at the end they will send you a servey formula and were asking me to gine them a "good word". But if the communication turns sour they never send you the servey formula. Since their remote customer services have gone to Tunisia, it's hell. It was better from the Philippines.
2011-01-07
I agree 100%. Just today, I called them in Tunisia for a simple problem, and nobody could fix it, even after taking charge of my PC.
Yeah, I totally agree to what all of you have been saying regarding Dell Canada's poor customer service and technical support. I solidly recommend that everyone avoid this company like the plague and take their business elsewhere!
I placed my order over a month ago and it still hasn't arrived. They never responded at all to two separate emails that I sent. And when I phoned last week, they couldn't tell me at all when the item was actually going to ship. This company has no idea at all how to properly treat customers, and they have gone steadily downhill over the past year. Well, the good news is that today I finally cancelled my order. Never again Dell, never again. You have lost my business for good.
After two weeks of running around trying to get some answers from Dell concerning the status of my order today after waiting over 15 minites on hold I was told order is backorder and won't be shipped for 6 weeks. The good news about this is that I got to cancell my order and will not have to deal with this company that have no clue how to treat their customers.
How I wish I'd read the posted comments before obtaining a Dell product. In my experience, he poor agents in India or elsewhere assured me that the problem would be addressed, but there the service ends. My laptop was held in a Toronto tech co. for 10 days. It was returned unrepaired, although I did receive almost daily calls soliciting an extended warranty. Despite the product being under warranty, the "hidden" crack on the LCD was not covered. It was working before boarding a plane, handled carefully enroute and magically was not fully operational afterwards. The e-mails, phone calls, lack of communication between departments, staff...I've a voice mails, e-mails from Dell repesentatives, but responses in either form were not returned. Suggestion:buy another brand!
rebate scam
A dear friend recommended I purchase a dell computer. In December I purchased an inspiron 1721 laptop. I only had dial up service available so a laptop would let me do large downloads with wi fi. There were the usual start up problems with service packs destroying the operating system but the tech support got me through this (and the problem was with Word Perfect and Vista) and it works moderately well. But a perfect storm was brewing.
Fiber optics were finally coming to our road. My phone co chose to discontinue our local phone service unless we purchased a very expensive service. We shopped alternatives and contracted for local service and a high speed connection. These work well but we were under a deadline for changing our local service. No longer is it a flipping of a switch for fiber optics had to be installed. Could they hurry and complete the fiber work before the other company pulled the switch? Fortunately they could, and did with a crew that came from 400 miles away. Dummy here dropped my dial up ISP before they sent me my rebate and gift certificate�this also changed my email address under which I purchased and registered the computer.
I had purchased the laptop with a promised rebate and a gift certificate for registering and when they did not come I called (probably in early February) and was told it was too late to find out about the rebate and gift certificate. My request simply hit a dead end in customer care and I could not speak with a supervisor.
In July 2008 I heard about this web site and wrote to dell that they cheated me and before I make my complaint I felt they should have an opportunity to reply, they did. Same answer, �we can do nothing�.
I am free at last as the computer is paid for and dell financial cannot play �gotcha� with a �deferred finance charge� so I will freely tell one and all that If Dell wants to give you a rebate simply tell them �no thanks, just drop the sales price by that much. They cheated me and I will never buy from them again.
The complaint has been investigated and resolved to the customer’s satisfaction.
bad laptop
I purchased an Inspiron 1501 laptop from Dell in June 2007. When I was on dell.com website I upgraded the memory to 1gb and upgraded the cd/dvd drive to a rw for both. I had to get Windows Vista with it and was not crazy about it but that was my only choice and it was Windows Vista Basic and to upgrade to Windows Vista Home Premium was costly. I had the computer for a short time and it started acting up. I kept calling the tech support line and got long hold times and people who couldn't speak English. I finally got someone who had me run the disk that came with the computer and it showed nothing was wrong with the computer. After doing some research on the internet I got Micheal Dell's email address as [protected]@dell.com and emailed him. After about 24 hours I had a phone call from a tech. He had me download Hot CPU and within 9 minutes it showed I had a bad hard drive and memory. A tech was sent to my house to replace the bad hardware and the computer worked fine for about 2 weeks and then it started acting up again. I ran Hot CPU again to find there were bad replacement parts in my computer. I called the tech and needless to say he wouldn't return my phone calls. After emailing [protected]@dell.com with the report and telling them that I would submitt a complaint with New York State Attorney General if they didn't get my computer fixed, did the tech call me. Dell sent me a refurbished laptop and shortly after recieving it the poewer cord kept falling out and the computer was running so slow that it barely moved. Dell sent a tech to replace the motherboard and cord. After the tech left the computer was completely black and wouldn't do a thing. I then called Dell and told them I wanted my money back and take back their computer. They finally decieded to build a new computer to as close as the one I orginally ordered. Well needless to say in about a month's time the hard drive broke again. I finally filed a complaint with New York Attorney General against Dell. Dell finally took back their computer and refunded my money. I bought an HP dv-1132nr and love it! I have had it almost 2 months and have not had one bit of trouble with it. Stay away from Dell and if you can't get anywhere with Dell go to your state Attorney General website and download the complaint form and fax it to them. They get after Dell IMMEDIATELY, they don't mess around. The more complaints to the AG the more of a leg they have to stand on. NY AG just took Dell back to court for the long wait times for tech support and for not fixing their computers in a timely manner. If you don't tell Dell in 21 days you want a refund, they don't have to accept the computer back. That is the key 21 days. I hope I can help someone else from going through what I have gone through with Dell. You can email me at [protected]@yahoo.com if you need more information or help with getting Dell to stand behind their products.
The complaint has been investigated and resolved to the customer’s satisfaction.
MSREE- I am havig the same problem with them like you did. I also bought the extened warranty but now they tell me it is just for software. I am going to email them and send a complaint to the Attorney Generals office for compaints... Thanks so much ...
battery replacement policy and cost
I previously posted a complaint with respect to Dell's limited 1 year warranty on its battery. I took out a complete warranty for the computer, however I was told the battery that comes with the computer is only good for 1 year regardless of what warranty one takes out on the computer. Dell then told me they would sell me a new battery for $299.00. Presently, one can buy new laptops for $600- $800. After completing an internet search on the Dell battery for the item number I found the original battery for sale at the following site, Pacific Battery http://www.pacificbattery.com/index.html for $139.99. I purchased several Dell computers in the past and have to say they worked well. However, when a company charges a much higher fee for a replacement part for its own manufactured computer system than a competitor vendor, you must question the ultimate intent of Dell, is it good company policy or corporate greed that is influencing its decisions?
Dr. Albert Alba
I purchased a laptop from Dell on 1/8/07. I also purchased a warranty against hardware failure until 1/8/11. My battery's useful life indicator shows the battery is losing its charging ability. When I contacted Dell and asked if I could get a replacement battery since the system is relatively new they informed me battery replacement is not covered under the warranty. I then asked if they could sell ne a new battery at a discount since I did purchase the extended warranty and they informed me they would not provide me with any discount. I have purchased many Dell products before and have stood by their company for customer support; however, I will reconsider purchasing a Dell computer in the future based on the above incident. The informed me the cost for a battery replacement would be $299.00. Dell only provides a 1 year warranty for its battery
I was able to locate a Dell original battery for a much lower price than Dell's price from an online comapny that sells computer batteries. How ironic is that? It is interesting that other companies can sell parts cheaper than the company who developed the original part. Therefore, if anyone is looking for a low price on an item, google the item and search for the lowest price.
Best, Dr. Albert Alba
The complaint has been investigated and resolved to the customer’s satisfaction.
Dell is horrible I bought a home pc and after hooking it up it had a virus. They told me that I didn't have a software warranty and if I wanted to send it back that they were going to charge me 200.00 to put it back on the shelf. About the warranty I did get one just not the right one it seems as if they made sure not to mention there were separate warranty's if I would have known that I would have purchased it. I feel that their products are not efficient and their consumer support does not exsist.
I ordered a dell computer and I had to under go a serious surgery and I am not sure when I can return to work. So I contacted Dell for 5 days finally got a hold of someone and they told me not to refuse the computer. and that under these circumstances should not charge me the 15% restocking fee. When I finally talked to a customer service they said not only would I have to pay the restocking fee but also pay so have it shipped back. If only had refused the package I would not have to pay that back, but worse then that they refused to take the 15% off. It's really nice to know that I'm doing business with a company would really could care less about people and more about the dollar. they even said they would give me a 35.00 discount if I keep the a computer. It's very sad when the dollar means more than anything else. also by the way it was a basic computer no add ons so there was no special things added to the computer just a basic model.
On August 1, 2008, I purchased my Dell Inspirion 1520 laptop online. I had just bought another dell back in March but accidently spilled soup on it. But, I was happy with my Dell (that I bought from Best Buy) and decided to get another Dell. I decided to just have one made custom for my needs and not what you can get pre-made in the store. Anyway, my laptop was supposedly sent to DHL on 8/7/08 and I paid for 2 business day delievery (which is extra) so it was supposed to be here yesterday on 8/11/08. So when it became late in the day yesterday I called DHL to discover that only a "label" was printed up and they had never physically received my laptop.
So I called Dell, (which I hate doing because 9 times out of 10 when you call the 1-800 number you get connected to someone in India who speaks broken English and who are typically extrememly rude. Since I ordered my laptop, I've spoken to 5 EXTREMELY rude, Indian representatives). So when I got a hold at someone at dell, which is also difficult to do because you have to go through an ANNOYING automated phone system, I was told I had to wait another "24-48 hours" to call back. So I called today and I was told the same thing AND my laptop is STILL at Dell when it says on my account that my laptop was shipped on 8/7/08 which was 5 DAYS AGO! I demanded a refund of my shipment and they keep telling me I have to wait until I receive my laptop, which seems it will never get here. I then said I just want a refund of my entire laptop but they told me I already have a "tracking number" for delievery and they can't do that EVEN THOUGH MY LAPTOP IS STILL IN THEIR POCESSION.
My advice to any future consumers: DO NOT BUY DELL. THERE CUSTOMER SERVICE IS WAY TO HORRIBLE AND TOO MUCH OF A HEADACE TO EVEN WORRY ABOUT THEIR PRODUCT. If something goes wrong with your laptop, you are so screwed if you have to call customer service.
In July I was in the market to purchase a computer as I needed it for work purpose, however the issue I was facing was that I needed to have Windows Xp and most new computers had Vista. I was aasured bythe salesman that the PC I was purchasing would have both XP and Windows on it. I Was confused and inquired how the PC coudl have two operating systems in which he expalined the partions to me, but all this would be installed. I confidnely place my order and awaiting for my shipment. After a few days I checked the status online and it stated that my Vista systme was shipped. I contacted the customer services to expalin my situaion, the custoemr services was extremely unhelpful and rude and told me it wasn't possible. After I replied I did not want the system as I had been lied to, they advised that I would have to pay a 15% return fee, the gut continued by stating there is nothing they can do and hung up. I submitted a complaint wih Dell and as it has been 6 months I have not received a response. I will never purpose anything by Dell again.
Had a accident with our Dell computer. The charge port got broken. we sent it back to Dell to be fixed. We were told that the motherboard was broke and it would cost around $700.00 to fix. We declined the work, because we could buy a new laptop for cheaper than that. So we went and bought a new laptop, had Dell send back the old one. Well we figured it was broke we got a new laptop what would it hurt to tear it apart and look and see if we could fix it. Get it torn apart and the motherboard is still intact.
The Dell Help desk led me through steps that deleted all my personal files! I had made it clear that I did not want to have my personal files deleted. I had questioned the "help" associate several times along the way, and stated that I didn't want my files deleted. "Doesn't this require me to back-up my files first?". In his mumble jumble of English, he wiped my computer anyways in order to fix my Windows issue.
Just received a new Dell Computer that will not work. There is a 21 return policy but now I learn that there is also a 15% restocking fee. Do not buy a Dell unless you are willing to get 85% of your purchase price back on a new computer. After hours and hours of phone calls to Dell, their Tech dept, etc. I could not endure more so I asked for a refund on a return of the computer. Then I was told that even though this new computer which could not be fixed would cost be 15% of the purchase price. If this is the new Dell it is not any better than the old Dell. If you buy Dell you need to really think about it. This is not H P's return policy.
I have Bought Dell computers since they first came out. I have always been a loyal customer. But, that is about to change. I buy on the average of 5 desktop and/or laptops for my family every 3 to 4 years. That ends today.
I bought a XPS M1730 from dell awhile back and i can tell you its a piece of junk. I am in the process of buying a laptop and a few desktops and I am happy to say it wont be dell anymore. Now if i can talk my boss into getting away from dell i can pull another 200+ computers from them every year. since I am the IT admin is shouldnt be to hard. BYE DELL wont miss you.
I purchased a new Dell Inspiron about 15 months ago. Immediately started having problems with the laptop, and called Dell on a regular basis. Every phone call lasted about 2 hours and included multiple transfers due to different departments, different problems, heavy accents, false promises, etc. (one call lasted 168 minutes including 24 transfers before finally being transferred to a dead line). After countless driver reinstalls, 3 new AC adapters, 2 new mouse/keyboard replacements, 1 new motherboard, and 2 technician home visits, Dell only finally replaced the laptop because I filed a report with the Better Business Bureau (which I had only ever done once before in my life).
I received the new laptop in April 2011. Two months later in June 2011 the laptop had a complete hard drive failure (couldn't even reboot windows) and I lost all of the data. Because my original purchase had a 12 month warranty Dell refused to replace the hard drive (or even talk to me on the phone for that matter) without charging several hundred dollars. After another Better Business Bureau report they replaced the hard drive (which Dell's own technician admitted that their hard drives commonly fail). I expressed continued concerns that the new laptop was defective and could easily have other problems come up, but they refused to add a new one year hardware warranty or to refund my purchase price (I would happily return this laptop in exchange).
What I have noticed is that unless you file a report to BBB they won't even give you the time of day. Once the report is filed they will fix any immediate problems, but still won't back their own merchandise. A very sad turn around from a company once voted best in customer support. I was an 11 year customer of Dell, but this experience and being treated like a nobody will cause me never to purchase from them again.
My advice is to stay away, but if it's already too late for that you're going to need to do something drastic (like file a BBB report) to even get Dell to talk to you. Good luck!
We have a Dell 948 printer and spend approximately $150.00 a year on ink cartridges. (This covers two black and one color every 5 months).We use our printer for home use and only when needed. These ink cartridges are only available from Dell and cannot be refilled to save money. Dell includes return envelopes to return the empty ink cartridges. In between uses, you can see that the ink level is lower each time the printer is turned on. I feel they could offer a discount when you return the empty ink cartridges to SAVE THEM MONEY! It is ridiculous.
late fees charges while auto debting my checking accout - 39.50 a month
I set up auto debit using the default options on DFS website. Big mistake! They use a third party to "collect" the money which insures the payment to arrive two or three days later. So if you set up your payment on the Due date that is the default, hang on for a ride with Jesse James! At least Jesse was honest about, he wore a mask and you knew what was coming. DFS while auto debiting my checking account every month for a $100.00 payment was at the same time charging me a late fee of 39.50 each and every month. Once I saw what was going on, I finally got DFS to reveal the principal owed on the loan (28% interest- the godfather would charge less!) and I paid that off, so technically they never got the money they took upon themselves to add to my account. These people have no morals. Dell makes more profit from selling cheap pc's then robbing them on the loans. DFS lost a $17 million class action lawsuit and they still keep on patting you on the back while sticknig a bowie knife in your gut. I hate Dell, I hate Dell Financial Services! I went and bought an HP desktop and a Gateway laptop. Dell can go jump in a lake!
The complaint has been investigated and resolved to the customer’s satisfaction.
I just found out that I have been charged late payments for 2 years of 35.00 dollars because I never looked at the bill with electronic payments! They never sent a letter that i was late. But it gets better. I signed up for automatic payments to pay on my due date. They took the payment and still changed me a late payment. How is this legal?
i just got charged 300.81 that was taken from my account..no acknowledgment on the payment and i still have to pay rent.. how can i stop this from happening...my payments are at the 1st of the month not the 26th of the month...this has happened many times to me in the last 6 months since i got my computer...what the hell.
dell is blood sucking from hell. i brougth a laptop from dell $1020.00
3 yrs. ago. now i own dell $1460.00 how can that be?
i 've been charged for late fee on almost every payment.
my due date is on 26 each mont and i sent payment on 23.
i do not known how can it be late . can anyone explain that to me?
no more dell
dell refuses to service new peripherals
Dell sold me a 2GB memory upgrade for 20 month old laptop. My laptop warranty ended after 12 months, but the salesperson at Dell assured me they would help me with the memory if there was a problem.
The system only recognized half the memory and when I contacted Dell, they refused to provide service or technical information unless I purchased a new service contract for my laptop.
I went through six different calls, each time I called, the sales person or the customer service person said the technical people would help with newly purchased memory, then they would transfer me to technical support. Then the support person said they would not help unless I purchased a new service contract.
Dell says they will not provide any service for any new peripheral bought if it is used for an out of warranty computer.
The complaint has been investigated and resolved to the customer’s satisfaction.
poor service incompetent techs
What a crock! First a customer service person sells me a new printer, when I really wanted ink. Then when the printer arrives it doesn't have the necessary features. I return that printer and suffer more than ten hours of technical help time trying to make the old printer work properly again.
Techs drop my call, they don't call back as promised. I forced to pay for help like its a black mail racket. I feel that the company is incompetent to handle the service issues customers present.
I hope that manufacturers of computers become more responsible for hiring enough people to solve problems without hours of wait time.
this whole system of computer scams suck
bad customer service
Upon my return from the Middle East, I bought a new Dell Computer and printer. Later, I ordered four computer ink cartridges from Dell and paid almost $100 for them. Several months later when I needed to replace an empty cartridge, I discovered that two of the ink cartridges contained no ink whatsoever.
October 31, 2008: I called Dell to have the defective cartridges replaced and was told I had to buy two new ink cartridges and was told that Customer Service would credit my charge card for the defective / empty ones.
When my call was finally transferred to Customer Service, I was told, Sorry, our replacement policy for product defects is good for only 21 days after the original purchase.
I asked to speak to a Manager and was placed on hold in excess of one hour. I finally gave up.
Dells quality control and Customer Service is extremely ineffective and very, very poor. I expected better of Dell.
The complaint has been investigated and resolved to the customer’s satisfaction.
I tried to cancel my XPS Desktop order within 24 hrs. and Dell refused to cancel my order. I complained to the Better Business Bureau. If every person who has been wronged by Dell complains to the Better Business Bureau, more is likely to be done about it. Here is the link to file a complain about Dell:
www.bbb.org
Dell may charge a 15% restocking fee plus shipping for orders you try to cancel.
In reply to your aticle, on the 5th November 2008, I ordered a Dell Studio 17 laptop and case total price 650GBP. On Monday the 10th November I received a call from the account manager (lets call him Mohammed) who dealt with my sale telling me that the laptop was on it's way and the couier would be in touch, when I checked my order status on the Dell website it said my estimated delivery date was the 24th November.
I called Mohammed on th 17th of November only to get through to his voice mail, I left a message for him to call me regarding my order, I did not get a call back. So I emailed him, still no reply.
Today (20th November) I get an automated email from Dell telling me my order has been put back until the 2nd December due to a shortage of parts.
So, this morning, I spent almost two hours trying to speak to someone in an Indian call centre to ask why my order had been put back, I was passed from reception to reception I spoke to six different people who did not seem interested in my call and just kept quoting my extended delivery date.
I even left Mohammed three voice mails, I was told he will take between four and six hours to reply, thirteen hours later still no reply.
When I asked if I can cancel my order the person I spoke to said I would have to speak to the person that took my order (Mohammed), guess what, they put me through to his voice mail.
By this time I was so angry, I asked to be put through to a manager in the UK, I was told this is not possible, I asked to speak to a manager in the call centre, I was told none were available.
So Dell have had my 650GBP since the 5th November and I have no laptop.
useless warranty
Warranty has been useless for me... Beware that battery warranty is only 1 year, despite purchasing 3 yr warranty. Customer service waits for warranty to elapse before they return complaint calls. Computer keys failed within 2 months, battery within 4 months, they have not yet replaced item stating that machines are only replaced within the first month. 3 xps dell computers in my family, all three developed problems in the first few months. I do not recommend to buy Dell Laptops.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have a dell xps 1640 laptop. Just over a year old. The battery will not charge and the computer gives an "ac adapter not recognized" . I purchased a brand new Dell adapter for my laptop only to get the same message. So I basically have a laptop that is not portable. It will work when plugged into the wall. This is all over the internet. 1000 of customers have the same problem. My laptop is on a 3 year warranty so I sent an email to Dell. I got an automated response that they are working on the problem however they have never got back to me. I'm not looking forward to calling Dell because I'm anticipating a lot of useless questions from a tech that knows less about computers than me. Dell knows they are putting out a defective item but continue to do it which I feel is criminal.
customer service sucks
I purchased a Dell Inspiron desktop. I couldn't get a monitor to work with it and chatted to support people online who informed me that they could "definitely" help, then after half an hour or so said it was outside their "service domain." They gave me an 800 number, which I called, waited for a rep, was disconnected. Spoke to a rep, who took down my details and put me on hold, when I was once again disconnected. As the rep didn't call me back, I tried to call him back, but none of the other reps could connect me to him. A new rep took down my details from scratch (after being rather rude). Then he informed me that I had the wrong number and gave me another number. I called another 800 number that this rep gave me. Then I spend 1.5 hours on the phone with another rep who was unable to solve my problems. The rep told me on several occasions to go online so he could remotely connect to my computer. This was dumb advice as my monitor would not even work, so how was I meant to connect to the web-site he gave me. I explained this to him. After several more minutes of him figuring out how to solve the problem, he gave me the same advice! Arghhhhhhhhhhhhh. Dell may have nice advertising, but their customer support sucks. I will never purchase a Dell again.
The complaint has been investigated and resolved to the customer’s satisfaction.
dell returns policies and people
I have bought 5 or 6 computers from Dell over the past 15 years or so. Generally thought they were competent people and that the products were a good value. Until now.
My 3 and a half year old Dell Dimension 8400 had the hard drive fail. Called Dell. They figured out what I needed and sent it - but it was the wrong kind of drive. I had to order another one and wait for delivery. I was unable to use my computer for nearly a month before getting it up and running again. (There were also major problems with their supplied 'recovery' disks.)
In the meantime - their process for returning the hard drive that THEY sent that was wrong was needlessly complicated. They failed to do what they said they would do and now won't refund the cost to me nor accept the return at all. Their policies won't allow them - said the 'customer service' person.
I will NEVER buy another product from them. I will NEVER recommend them to family or friends.
Dell is by far the WORST Company to work with or deal with. Their customer service (if that is what you could call it) is HORRIBLE! If you aren’t on hold then you are being transferred from person to person none of which you could understand. No one seems competent enough to answer even the simplest of questions. When initially ordering the system the lady spoke so fast that when it arrived we some how had much more installed on the computer and more upgrades than we had wanted or than we had ordered. This in turn turned our bill from a little over seven hundred dollars to double that. When trying to rectify this situation we were told that it was too late to change it as we had already received it. Since then this company has been nothing but a hassle. We have paid this system off almost two times due to their interest and other fees and adjustments. Not to mention the fact that these computers are slow pieces of junk! If you are someone who is looking to buy a computer and are reading this save yourself the time and hassle and go to a local store where you can see and trust what you are purchasing! I guarantee that the system will be much better and you wont be paying out of your a** for a piece of junk! Not to mention you will save yourself a lot of headache and hassle without having to deal with their incompetent workers such as a Mr. Brian Tyler, who seems to be so dissatisfied with life that he unfortunately takes it out on customers. Not to mention calling you at your place of employment daily and harassing you! To make this already long story short Dell is by far the worst company, with the worst products, worst 'customer service', and I hope that by writing this that we have saved someone like us a lot of hassle! DONT BUY FROM DELL!
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This is typical for Dell. In fact, I would say your experience pales in comparison to most of my experiences, but further details would only serve to add stress to my day. And, DFS is getting worse with today's econoomy. I was not surprised when DFS lowered my Dell Business Credit limit from $20, 000 to $10, 000 (I owe $4K and use this account for business supplies like ink cartridges for my Dell laser multi-function printer at $200. per color, ttl $500. every 6 mos). However, my payment in June was a day late, and they yanked my line of credit completely. I had one legitimate late in Feb. (about 5 days) and another one-day late in June 2008. I pay online. I am convinced they are now LOOKING for ANY opportunity to pull credit lines. I am contacting an attorney.
Oh, wait until you return your lease equipment or if you buy new equipment and need to return the new equipment because of problems, to get something else. It has been 8 months now, and the returned items have still not been credited, even though I have been told by customer service that it has been handled and "closed" three times in the last 8 mos. I am hoping the credits that I've been told this morning will indeed FINALLY be credited to close out the lease that no longer should exist. AND, DFS continues to add finance fees each month for past-due payments that ARE NOT VALID because I returned everything last December 2008.
I'm sorry to say I've gone through this before, so be prepared. I've spent DAYS, NOT just HOURS on the phone trying to get things like this resolved. I can empathize with the incorrect transfers, dropped calls (after waiting up to an hour), and inability to communicate. All this is time lost from my sales business. THIS WILL BE THE LAST COMPUTER OR ANYTHING I BUY FROM DELL.