Dell
Reviews and Complaints

I am writing this letter to complain the quality of the Dell Computer products and the quality of the Dell Service.

I bought a Dell Inspiron 1705 around the end of July. Right after the product was delivered, I noticed the newly arrived computer had several serious problems. First, the LCD display contrast was way off. I noticed user could adjust the brightness of the LCD screen display. But we could not adjust its contrast. The problem became quite obvious while we were playing movies (with Window Media Player). The picture was too dark to watch while the brightness was lowered. And a layer of white fog showed up on the screen if the brightness was increased. The display brightness problem bothered us badly since we got a headache after working on the computer for more than one hour. As a result the computer is not usable at all.

I also noticed the audio output was not working properly. The sound from the build-in speaker was always muffled. The output sound was distorted and with very poor sound quality.

Additionally, I found a problem with the flash card reader. At the time I inserted the SD card into the flash memory slot, the system reported “some problem” with the drive. But the device manager claimed the flash card reader was “functioning properly”. The window explorer never reflected the existence of the drive.

I have been patiently working with Dell customer support team to resolve the problems (case # [protected] and [protected]). Unfortunately, we are getting anywhere even three months after the computer was delivered. I have run the system diagnostics with the Dell support team and Dell technician for more than 10 times. I have updated the BIOS. I have installed several and different versions of device drivers. But, the problem persisted. Finally, Dell Support claimed the motherboard is defective.

It took another one week to see the Dell technician with the replacement motherboard. Unfortunately, the Dell Support delivered a refurbish board, and it was DEAD ON ARRIVAL. It even did not boot up after it was installed by the Dell technician, who decided to put the original motherboard back.

I call Dell customer support again complaining about the situation. I elevated the problem to the highest level possible. I was able to speak with Mr. Bernard Santos, who claimed to be the highest level manager in Dell. His title was “Manager of Support”. I specifically complained about

The quality of the Dell computer I received.
I paid the price of a new computer, and I got a refurbish board for the replacement.
The replacement board was dead on arrival. As a result I have not been able to use the computer for three months.

I spent more than three hours on the phone with Mr. Santos, and he hanged up the phone on me. I did follow up several times. My phone call was either transferred to an extension without attendance, or the line was cut off automatically. I could not believe the quality of the Dell product was so poor. And I could not believe the way Dell Customer Support treated their customers.

A week later, the Dell technician showed up with a replacement LCD display. I was told that Dell did not deliver another motherboard with the reason that Dell “had already delivered one motherboard, and it did not resolve the problem. It got to be the LCD display”. Obviously, they did not aware that the motherboard they previously delivered was dead on arrival.

The Dell technician successfully replaced the LCD display, but the problems persisted. The display contrast was still way off. The audio was still not working properly, and the flash card reader was still not functioning. I took a peek at the flash card slot. I noticed there were two pins inside the slot were bent and touching each other. I showed my discovery to the Dell technician, who agreed with me the mother board originally delivered with the computer was defective. That was the main reason why the video display, the audio and the flash card reader was not functioning properly. Blindly replacing the LCD display panel did not resolve the motherboard problem.

A copy of Email to Dell and NCR:

Dear officers at Dell and NCR,

I write to express Dell and NCR's complete failure to provide their contracted, warranted service. While I am ordinarily willing to forgive minor delays in service, NCR's incompetent service and poor communication with Dell Support left me without a functional computer for more than two weeks beyond the warranted "next business day service" period. This cost me serious inconvenience, as I, like almost all of my fellow law students, rely heavily on my computer for my professional needs, and as it left me ill-prepared to meet job-application and other deadlines. NCR's technician also forced me to miss a day of my work in order to accommodate him. The contractor's incompetence reflects poorly on Dell, to the point where I, a happy Dell customer for five years, no longer have "confidence in Dell." Rather, I plan to circulate my experience in popular consumer forums, such as Consumer Affairs, IHateDell.net, and Complaints.com, as well as to bring it to the attention of my school's Information Systems Technology officers, who are responsible for the school's relationship with Dell.

Some time before my initial online chat with Dell's service respresentative on September 29, 2006, my computer began not to respond when I would press the start button. Eventually, it failed to turn on whatsoever, and I was left without a functioning computer.

CALL #1: I contacted Dell online on Friday, September 29 (using a friend's computer). In an online chat, I was advised that the source of the problem was probably a faulty motherboard. The representative told me that she would enter a service request (case #[protected]), which meant that Dell would send the new motherboard to a service technician, who would then contact me within the next business day to arrange an appointment for service. I provided my only current telephone number and email address.

CALL #2: On the late afternoon of Friday, October 6, I called Dell to inquire into the status of my warranted service. I was told that the part had arrived at 7:35am (EST) on October 4 - two business days earlier! The representative and I discovered that Dell's files contained an outdated telephone number for me - surprisingly, not the same number as the one I had given the representative on September 29, but a number that has been invalid for two years. The October 6 representative corrected the error and called the contractor. When she returned from hold, she told me that she had instructed the contractor to correct the error in their records and that she had "escalated" my service. I should be getting a call on Monday, October 9. No call came on Monday, October 9. I allowed an extra day for the holiday, but no call came on Tuesday, October 10.

CALL #3: At 6pm on October 10, I called Dell a second time. This representative called the contractor a second time, only to discover that they still had the wrong telephone number in their records! The representative again "escalated" the service request and (supposedly) talked to the manager with the contractor. The representative assured me that I should receive a call within the next two hours, or else I could call Dell again. No call came between 6 and 8pm on October 10, however.

CALL #4: I called Dell again. This representative called the contractor a THIRD time, only to discover that they STILL had the wrong telephone number in their records! The representative "escalated" the service a third time, spoke with the contractor's manager, and assured me I should be hearing from the contractor first thing the next morning. As of 10am on Wednesday, October 11, I still had received no call.

CALL #5: I called Dell AGAIN, and the exasperated representative (none of these representatives were the same) finally gave me the contractor's direct phone number. I immediately called the contractor NCR. The first time, a surly receptionist transferred me back to Dell upon the mere mention that I was a Dell customer. The second time I called, the receptionist noted that NCR STILL had the WRONG contact number for me - despite the fact that (1) I gave Dell my correct contact number in the beginning, and (2) THREE Dell representatives supposedly called them to correct the information! The NCR receptionist told me she corrected the error, but she refused to allow me to contact a technician while she had me on the phone, citing rigid corporate "policy". She then HUNG UP ON ME.

Now that I had personal assurance from the contractor that the error had been fixed, I waited all day for a call. Still, no call came.

CALL #6: I called Dell yet again in the evening of Wednesday, October 11 - a week after I was due for my "next business day service". This representative (he identified himself as "Russ", but the confirmation email was signed "Matthew") decided to "re-boot" the entire service. He was very diligent in asking me for various forms of contact information, even asking for an alternate person's contact information who could relay a message to me from the technician. "Russ" assured me that the part would be shipped immediately, and that I would receive a call from the technician Thursday, Friday, or Monday at the latest.

On Friday, October 13 - exactly TWO WEEKS after my original service request - I received a call from the NCR technician while I was at work. I called him back immediately after work, but instead of scheduling an appointment then, he told me he would call me back on Monday. He did not. Instead, I called him on Monday. He told me I was "out of luck" for service that day, and that we would "shoot for Wednesday."

In the end, I stayed home from work for the morning of Tuesday, October 17. Again, he did not call me, so I called him at 11am. I informed him I had to leave for class at 1pm, and he told me he was on his way. At 12:10pm, I called again. He arrived at 12:30pm - essentially the "last minute" to provide service for me, three business days after he received the part from Dell and two and a half weeks after Dell opened the service case.

In sum, either Dell's representatives or NCR failed to use its best efforts to perform the warranted service. Five Dell representatives supposedly gave NCR my contact information - as I did personally - but NCR somehow failed to relay the correct information to its technicians (or subcontractor). Regardless, diligent contract performance would seem to require NCR to seek alternative contact information after it was unable to contact me using a disconnected phone number. The contractor failed to do so, and in doing so, ensured that DELL FAILED to provide the service DELL warranted to me. Also, while I am understand the exigencies of field technician work, the technician was lax in accommodating my schedule, especially in light of my thoroughly disgruntled status.

This experience is not what I expect from Dell or its contractors. Despite my prior satisfaction with Dell's products and Dell's past service, I am now extremely disenchanted with the company and will seriously consider other providers for my future computing needs.

Very truly yours,
Jacob

Chevy Chase, MD 20815

My complaint is against Dell Computer, Inc. I’ve been a long time loyal customer of Dell and now I find myself rethinking whether I want to continue to do business with this Company. Recently I had tech call with Dell on my Dimension 4600 Desktop Computer. After a local power failure I was unable to turn my computer back on. The Tech had me go through a series of diagnostic procedures to determine what the problem was. I didn’t mind unplugging and plugging cords, but when I was asked to open the side of the computer I felt uncomfortable with that. In spite of that I did open it and followed the Tech’s instruction of unplugging and plugging small wires inside. In the end he determined I had a bad mother board. When I asked if Dell had any local authorized service centers, I was surprised to find out they did not.

I was told I could purchase the part needed from Dell and they could walk me through the installation or I would have to have it installed on my own. Since I am not a tech person and only know how to operate my computer, I opted to take it out for repair. Instead of purchasing the mother board from Dell I brought it into Geek Squad at Best Buy. They diagnosed it in less than 5 minutes as being my power supply. While they did not have the part, I was referred to a local computer store that did. Before I took it to the store I contacted Dell to see how much the part would be. Not only was it difficult to get through to the proper dept and/or person, I would have to possibly wait seven days to get the part. Then I would have to get it installed on my own. With meant my computer might have been out of commission for well over a week. The next day I took it to the computer store, had it repaired the same day and I was up and running. After this experience with Dell and others I’ve had, I finally decided it was time to divorce myself from Dell Computers.

When I originally purchased the 4600 I had issues that lead to Dell offering me a $75.00 credit toward the purchase of my choice. What I didn’t realize is there was an expiration date and I never had the opportunity to use it. When I tried to get Customer Service to reinstate it, I was told there is no longer a record of the credit in their system. Then there is other tech support calls, speaking to individuals from another country that at times I could not understand. Many times it was obvious to me they were reading a script, and it was a hit or miss as to whether I would get my issue resolved. Finally there is my X5 Axim PDA that had a problem from the onset with the back up battery. For some reason on this particular model the battery did not make proper contact. It took awhile for me to get it resolved, no thanks to Dell.

Over the years after reading the various complaints against Dell that are the same, similar and different than mine, I’m convinced this Company does not care about the consumer much after the warranty has expired. The rating they get from Consumer Reports on tech support year after year is anything but glowing. Now I’m in the market for a Notebook and Dell is not my first choice. I believe the only real way a consumer can send a message to a company that they are not performing is by not buying their products and tell others of your experiences.

I bought a Dell Inspiron in 2003. Over the years, about every eight to nine months, the computer would overheat and randomly shut down. I would lose information. My email would get messed up because of it. Each time, tech support would send someone out to replace the faulty fan. It occurred again 1 day before my warranty expired. When I called tech support, I was told that they had to look into the history and would call me back. They never called me back. When I called to find out what the deal was, they told me that they didn't have a record of my call (which is amazing because I received an email requesting I fill out a survey on how the call went). I was also told that my warranty had expired and that I could either (1) pay for the thing to be fixed or (2) send it in to tech support and they'll fix it and send it back...my work computer...gone for a few days! That is about as helpful as throwing it out a window. I WILL NEVER BUY A DELL AGAIN and I hope now one else does.

I have tried to resolve my NEW computer problem with Dell Technicians several times, in fact spending over 4 hours at one time with them. I was told by 2 different technicians that they would speak to someone and call me back with a resolution. However, that never happened! When calling again to speak with a technician and after their reviewing the notes on my calls, they tried to problem solve and were unable to resolve the problem. I am very, very upset about this situation. I NEED my computer and cannot continue to be without it. I urgently need an experienced, English speaking person to call me and resolve this situation. I ordered a Dell as I have relatives who work for Dell and highly advised as to their reliability and their service. However, I have not experienced adequate service in resolving this problem.

I wrote to both Dell Companies the one with the address of One Dell Way Round ROck, Tx 78682, and Dell Financial Services @ P O Box 80409 Austin Tx [protected] in reference to being over charged by their Finance Dept Service. I told them that I am being charged for purchases and other debits between $35.00 and $48.95. When I purchased the computer laptop I was not told about any extra charges these extra charges is causing my account to be over the limit acording to Dell Finance. Each statement I receive from Dell has the over the limit charges on them. I've tried several times to talk with someone at each location but no one can tell me what all the charges are for. When I wrote the Better Business Bureau, and they contacted Dell the over charges was removed from my bill, after the investigation was over with the BBB Dell restored the Purchases/Other Debits back onto my bill causing it to be over the limit. When I received my october bill I noticed that an over the credit limit was on there in the amount of $50.73, and my bill is now up to $1570.77, the computer was only $1481.09 with everything included. The purchases/other charges is also on my bill in the amount of $35.00.
First I was given a price in the amunt of $1418.09, I paid into this account up to date in the amount of $512.61, but my account has not decreased but increased. When I called to speak with one of the finance services coustomer @ [protected], the first person I spoke with on 04-25-06 @ approximately05:37pm was a male who didn't give his name and he told me that I made a purchase in the amount of $47.00 I told the gentlemen that I did not make a purchase of anything so he couldn't explain to me why this overage was placed on my bill. On 04-26-06 @ 05:59pm once again I contacted the Financial Services @ [protected], and spoke with a female by the name of Kim no last name, who informed me that I had missed too many payments with them, which I had not. I sent all o f my cancelled checks to show that I was up to date with my payments. Once again Kim could not give me an answer or solution to why I am being billed for Purchases/Other Debits. I have been over charged over $200.00 with Purchased/Other Debits that no one can explain to me. I tried explaining to the Financial Services that I purchased this computer over the phone and was not told about a Dell Preferred Account.

I think it is important for anyone who is considering buying a Dell computer to know what they will experience if the computer does not work properly. I bought a XPS laptop computer. It did not work well from the beginning. It would shut down without warning and I would lose whatever I was working on. I began calling Dell Customer Support about 17 days after I received the computer to try and resolve the problem. Over the course of three months, I called 18 times with no luck. I asked them to please send me a computer that worked, to fix the one I had or to refund my money. I was told that they would not refund my money because it had been longer than 21 days since I ordered the computer. I explained that I began calling 17 days after I received the computer. It did not matter. The week that my computer was being built and shipped is included in the refund period. I was told that the warranty did not apply because the problem with my computer was a "software problem". (It was not a software problem, it was a defective motherboard). I reloaded Windows two times, and jumped through numerous tests, etc, and no one was willing to take care of the problem. Dell's Customer Service does not give you their name or extension so you have to restate the problem every time. On two occassions I was told that they would "escalate" the problem to a technician that would personally handle the case. They said that someone would call me and assured me "that the problem would be resolved". No one ever called. It was only after I filed a complaint with the Better Business Bureau that I received a call. This came after 18 phone calls and approximately 27 hours of my time spent on the phone with Dell Customer Service. After three months, they finally sent me another computer. BUT HERE IS THE WORST PART! They sent me a refurshibed computer because they said that my computer was no longer being made! I told them that I paid full price for a new computer and could have saved several hundred dollars had I bought a refurshibed one. I also explained that when I began calling about the problem with my computer three months prior, the computer was still in production. Dell did not care. They sent me a refurshibed computer that I paid full price for with no upgrades! The new computer works better than the last one but still has some quirks. Since this has happened to me I have started talking to other people and have found numerous people that have had the same problems. I think people should know how they will be treated by Dell

DO NOT BUY A DELL COMPUTER UNLESS YOU WANT TO BE RIPPED OFF! IF YOU HAVE A PROBLEM THEY WILL REFUSE OT FIX IT!