Dell
Reviews and Complaints

I've had my laptop now exactly a year. First, the fan went (after 3 months) then the fan went again (replaced second time) then I called and said just send me a replacement. 10 dang people I had to go through. I get to a supervisor and notified them of the problem. They said they were sending replacement parts and keeping the file open for 6 months and to call them if anything else happened. I did and as per usual, 10 people later and blood pressure high, "Sorry, your warranty has run out." Since they didn't call or email me back until after the warranty was up and harassed me into getting a new one (that I didn't fall for). Not cool Dell.

Pretty simple issue, ordered this tower and I had it installed by my PC Guy at a cost. Found out that the machine would not "wake up" (something about wrong BIOS) and had to close totally eveytime. Worked with Dell India for a week and they finally gave up and offered to refund, but since I already gotten rid of my prior computer I asked and received a replacement. I told that they should pay for the additional cost I incurred to have it set up a second time. They refused and offered me a $50 coupon for more Dell stuff. I am pretty sure I will never buy another Dell product of any kind.

Dear Mr. Tim Fitzgerald,

I am prof. Radu Constantin Gavril, General Manager of Iblue Ltd. and I have worked, almost the whole of my career, in customer service, all across Europe, the US and Canada, for the last 25 years.
I have made (or, at least tried to make) customers happy, on behalf of companies such as Nordstrom, Microsoft, Norwegian Cruise line, et caetera, working quite frequently on Dell equipment.
Our group of companies had an acquisition budget last year, spent entirely on Dell equipment, as I am such a huge fan of this brand.
We have purchased:
- 1 pc PowerEdge R740 server
-3 pcs AIO DELL
-2 Dell Latitude 7285, 2in1
We spent roughly 14.000 euros on all of the above.
While I was decently satisfied, as expected, with the first two lines of equipment, I would like to tell you that I am deeply, utterly unhappy with the last line of equipment - the Latitude 7285 2in1 equipment, but also with the way this case was handled by all customer service chain segments, involved in this case.

Reasons:

1st reason:
the first Dell Latitude 7285 2in1, used by my brother, functioned less than a week. LESS THAN A WEEK!
From day 1, the charger got so hot, that you could easily have a roast beef done on top of it. Medium rare.
The system experienced crashes at least 2-3 times per day.
We alerted Dell Customer Service Romania. They advised us that it is nothing serious, we should not worry.
Nevertheless, it proved that we had all reasons to worry, viewing that, when my brother got on the plane with the laptop, the display of the equipment suddenly started to inflate. Literally. Like a balloon. Finally the bulb got to the size of a walnut.
Eventually, the system crashed for good. No booting possible, nothing to do with it.
Upon his arrival, my brother updated the Customer Service Rep about this most unusual behaviour of the display. He was advised not to worry. Now, I am wondering, what if, just what if the laptop exploded or set on fire, while still on flight? Can you imagine such a scenario?
Dell Romania, thru its Authorized Service Center - Quartz Matrix, offered to repair the laptop. We refused, of course, to have a laptop repaired, after a few days of use.
In the end, we got the well-deserved refund on this laptop, after 2 months of endless battles with the company who sold us the goods, with the Dell Representatives in Romania, after phone calls, emails, faxes, scanned docs, nervous breakdowns...
We got everything documented. We got copies of all interactions with Dell Customer Service. We got photos of the laptop, with the inflated display.

2nd reason: the second Dell Latitude 7285 2in1 was used by myself and it started to present the same symptoms, with an increased frequency 3-4 months after delivery. System crashes, screen freeze, charger extremely hot etc. Now, a couple of days ago, the SSD died for ever. I lost all information stored on the PC. While it is only my stupidity, not backing up the data on the SSD (cause, you know, it is a DELL, let's be serious, it can't happen to a Dell), I reckon it is not my stupidity for choosing this brand...
I carried the laptop to the same Dell Authorized Service Center - Quartz Matrix Iasi, Romania, on the 27th of June 2019. The service number provided by them - 390218308.
They called me in yesterday - the SSD is dead for good, without any options of recovering the data...
Now, they're offering me a repair. Can you imagine this? They will repair the second laptop that had the same issues like the first one.
I do not want my laptop repaired. I just want a refund of my money. In the 12th hour, please, do prove that you care about solving customer's issues.
I cannot stress enough how deeply, completely, utterly disappointed I am...
I want a refund! I do not want it repaired. I want a refund and apologies from Dell Customer Service Romania.

Thank you for your time and do excuse the excessive length of the mesaage.

customer [protected]
On 5/18 I ordered a refurbished 17 inch Inspirion computer #[protected] with some software. I received his on 5/28. I opened it on 5/30 and it had a black section on the lower left side of screen. That black spread until the enire screen was black except what looked like a bullett hole with glass breakage all around it. I called Dell and they said they would send a repacement. Do not return the damaged computer until you get the replacement they said. In about a week I started calls. No replacement with promises they would check on it. My office computer is ready to crash so I need a computer. I continued to call and have spent hours on the phone with promises with no results. My credit card has 4 itmes totalling $1263.57.
complaint record is [protected].

On 6/12 I ordered a 15 inch new Inspirion. It came about the 19th but I was leaving town. This order was in no way connected to the damaged lap top order and return request. I paid $1084 on my credit card for new computer..

Yesterday I received a notice from dell that I was to return the broken computer 17 inch and the replacement I received as a 15 inch. These are two different orders at different times. They should not be connected. Then the lady said since it had been 30 days since I received it (not true) that the return policy would not allow me to return the broken computer. I have contacted my credit card company to dispute the computer charge and I am going to file a comsumer complaint against Dell. I have always bought Dell computers but your comsumer service line is horrible and your service representatives can not understand the issue of returning a damaged computer with no replacement. They insist the new 15 inch is the replacement that is totally a separate order. I expect Dell to authorize me to return the broken computer and credit my account for that computer.

I bought a Laptop for my daughter to take an online college class with. It stopped working within 24 hours of getting it. Sent it in for repairs I understood no judgement. Received it back yesterday and she did all the windows updates and Dell updates. Today it doesn't work again. I called your support line and DELL wants me to send it back again. I think dell should send me a NEW Laptop. I have a lemon. Your email says : Your satisfaction is our priority. I am not satisfied! Its sad my daughter will probally fail her class because Dell cannot send her a product that works. Below I have copied your email to me.

Very Unsatisfied Customer,
Robert Peede

Your Service Request
Case Number: [protected]
Contact Us | Support Library | Download Center | How To Videos | Support Assist | Community Forums
Hi Robert,
Our records show that your system has been shipped to your return address. You can track the shipment via FedEx tracking number [protected] at www.fedex.com/tracking

Service Tag: 1TZSXR2
Case Number : [protected]
Dispatch Number: [protected]
Tracking Number: [protected]

Your satisfaction is our priority. If you have any questions or feedback, visit the Support Center for the contact option most convenient to you or chat with a live support representative.

Thank you for choosing Dell.

Respectfully,
Dell | Repair Center

Spent 3 hours on phone with tech support, after 3 hours still not resolved, ticket opened and received an email that ticket closed issue resolved. could not open the email as I could not get to account.
Molassess in January is faster than this machine
touch pad sometimes works has to much play when trying to use.
get messages cant reach this page or waiting for response and 20 min later nothing.
I've gone back to using my Samsung tablet as it is more reliable
I don't want this computer as it does not allow setting up quick links or home pages that conflict with what Dell has uploaded to system
I purchased this thru the military exchange and am going to highly recommend that they discontinu your products as this is the worst laptop I have ever had. I have a Toshiba that is 4 years old that is more reliable than thic machine.
I expected better but after reading your complaints it appears that 1 you do no respond or make an effort to resolve and 2 it appears people are having the same issues I have

Hong Kong - Order number: [protected]
Ordered Alienware PC, Visa card charged, ETA 23rd May, no notification of any issue. Checked dispatch via tracking, PC not dispatched, called support (if I did not call I would not know of any issue), was told no stock of GTX2080, when I expressed dissatisfaction at the news, was told "you can cancel it then", after this many mails and no answers from Dell. 29th now, told part now coming from Japan, still no date provided. Extremely displeased with Dell, if no change on service level, I will take this up online and broadcast. I expected so much more from Dell!
Please look into this.

There was a deal at dell website and that was only 242$ . And there was a timer over there . It has shown that the deal will open at 11.00 am today. From yesterday night it was at your website and I was trying to clicking the bar. But same thing was happening . It has Shawn still 5 hours/6 hours left and I was trying . At the morning I was trying several time when I have tried at 11.am then it has Shawn the deal just ended all sold out! My question is why it happened?i would be first customer . Because I'm waiting and trying on.. and moreover after getting failed at 11.am I have called customer service and they transferred my call several times and always they were holding my call and drop my call out . You can check my call duration at the attachment . I was also talking one sales manager but without finishing or helping me out he has again hold my call for 15mins without anything telling me. This really poor customer service . And moreover I have talked at least 1 hour but everytime after hearing those they cut down my call .

I have contacted dell numerous times about this problem with not success. My computer shuts down for no apparent reason and I do not know what to do. I have reinstalled windows at the advice of a dell representative overseas. This has not solved my problem. I guess I can search for a class action law suit or perhaps initiate my own law suit. My computer is still under warranty and I would like it replaced. Very disappointed with this product and dells customer service. They tried to get me to spend money on fixing the problem while it is still under warranty.

Hello,
I have a parmanent problem since i purchased my Dell desktop. Audio Driver software always conflict and fail when i start my system. I contacted the customer service and one of your reps controlled my devise and installed updated drivers and he told me to use this update when i meet the problem again. Actually the problem never stops. Every time i have to install the audio driver software in order to work. I am very disappointed with Dell, which i usually purchase my laptops and disktops from.
My name is Islam Baragah
Cell: [protected]
Device ID : 9C2D033F-CC39-4A4D-A324-0DFAC2213CF6

SRN: [protected]
Today, I requested Tech support because my computer was not working, still it is not.
The Tech was very difficult to understand and he did not seem to hear my answers and I had to repeat many times. I realized he did not understand English well, so I started talking slower and more clear, still he did not understand most of my replies. He also had to ask for help to resolve my problem to each step. I requested to speak to his Supervisor, but the Supervisor although he spoke better English, he also had an accent and all he said is "I will ask him to speak slower" . He also confirmed they are in India.
After a long time suffering trying to make me understand to this man, when he asked to confirm my email address, he gave me an address that I cancelled about ten years ago. I told him that I had requested to all the previous Representatives and Technicians to please change and use my current email address which is [protected]@bellsouth.net.
I am planning on buying a new computer, but I will make sure that the computer is made in the USA and the support is from USA too.

Make America Great Again, stop using foreign ineligible reps and techs.

I will never use Dell again in my life.
Thank you,
Tammy Creo

I purchased a dell all in one inspiron via online. When I recieved the computer I did not open it because I was headed out of the country. Upon my return two months later, I connected the computer to find I had no DVD/CD rom, which I asked for. Now it is outside of the 30 day warrenty and I am told that They can not help me. Who know the rep would NOT issue me what I asked for. I requested an exchange and was told after being transferred five times(twice to the same person) that I was not eligible for an exchange - uugggh. All I want is the requested CD/DVD player on the computer.
All five reps I talked to were frustrated with me because I had to keep asking them to repeat what they were saying due to their accent. Nevertheless I am being told I am stuck with a computer that is half useful. This is and will be my first and last dell. I will be telling all my friends and family to stay clear of dell.

I have visited the dell service centre bhangagarh for repairing of my Laptop. They said you have to make online payment of service charges and details of payment will be provided by Dell company. We call Dell in tollfee number but they are saying the details of payment will be provided by the service centre. We are doing this for last 3 days. We have not encounter such inconvenience from such a big company. If your company is not able to provide service why u r selling product in north east . If u r not provide any solution to my problem I will flash out the issue in social media with filing a case in consumer court

AMIT Jain
[protected]

I have been a Dell user for almost10 years and this week was the first time that I had to use my warranty in all this time.

I have an Inspiron laptop, which had a small issue so I reported it. Firstly they sent me a technician that came to my house and instead of repairing my laptop he damaged it. When I complained to Dell about this, instead of trying to settle the matter they insulted me and said that they can't do anything about it.

I purchased a insprion all inone in December 2018 I HAVE had multiple issues with I want exchange it for a nother one they're continously run test and the problem prosist and I want another computer or my money returned I do not belive that this is a new computer ihave never had computer that's a piece of juno I am thinking to report this issue to the credit buareue I have ready put a dispute in to my credit card bank i need this issue resolved please help

My name is keith fuld. my laptop came back with a crack that they say was there when they received it. My girlfriend and I both use this laptop and both of us never saw a crack on it.

This is the last straw for me and dell from the non english speaking technical support that treats you like you are a convicted felon at the policemans ball to a product that is sub par compared to the other laptops in its price range.

This latest crack incident has pushed me to actively blogging about dell to anyone that will listen and I have gained a few supporters already. Simple common courteous customer service as well as standing by your product and accepting responsibility for your actions could have prevented this.

I ordered a oled tv in dell.com. Details are below: dell purchase id [protected], order number [protected] purchased on feb. 25, 2019, total $1, 320.17. There is an e promotional offer of $300 during the purchase. Got it confirmed by the customer support in chat - chat id - [protected] confirmed I would get the offer. But now when I asked they say wrong info given by agent in chat [protected]. I did lot of research and after confirming I ordered. The offer is valid on the date 26th also when I confirmed with the agent. But this manager says the offer is valid only till 21st. I am not sure what he is upto and when I ordered in 25 it is valid offer. He says agent conveyed wrong information. If that is the case I got some other offer on that day too which I cannot buy again during the presidential offer. When I questioned, how can be that way mr. Robert says that is how it is. This is the second experience I have with dell and that time also the same manager behaved very unethical (if you want to verify dell can check the ivr calls which they might have recorded for sure they will have and check). First time when I bought the bose head set they changed the invoice billing and charged me more than the market offered in november 2018. Such a unethical behavior by a manager not to accept there is billing instead he says whatever you want you can do and we cannot do anything though it is a mistake from their end. I would never recommend anyone to buy a product in dell. Please be sure or double check to take print before and after you do business with dell. Dell deceived me twice not once. So guys be aware.

In January 14th I give my laptop for repair (screen brightness problem) in Dell service center Kingston Jamaica, today, almost 2 month later, the laptop is still in repair, many pieces are changed but no solution as of yet. The last information received from Dell is that they need to change the mother board BUT the spare part is not yet available in Jamaica...

Every day I call, send emails, chats online and even calls to the repair center here in Kingston to ask for an update, but is always the same answer, I need to wait... escalation done... part is still on the way...in customs clearance...in the warehouse... etc...

I request to get a new laptop instead, since this issue is taking too long and I paid for a new laptop, not for a refurbished one.

Laptop Dell Inspiron 7373 2-in-1
Service Tag: 781Q7L2
Service request [protected]

I have purchased a brand new, sealed Chromebook from Best Buy and it is missing the stylus. 3 separate customer service and sales people at Best Buy told me this model doesn't come with a stylus, although the device clearly has a spot for it. (The matching stylus is not available for sale at Best Buy.) They told me to call Dell. Yesterday I chatted with Gowtham at Dell, and after waiting a long time, he told me he cannot help me and suggested I call Best Buy Customer Care - he even gave me the number. Today I called Dell Customer Service at 800-624-9896 and I spoke to a Customer Service rep in India, who after 15 minutes of questions and research, told me this model does come with a stylus, if you buy it from Dell. I asked to speak to his manager, he said the manager is on another call, asked me to hold and after another 15 minutes on hold, he hung up on me. What a colossal waste of time! At least 45 minutes of my life that I will never get back. I paid $600 for this Chromebook, would it be so hard to just offer to mail me a stylus? This is my first time buying a Dell and this is how you lose customers.

I placed an order with Dell and there were several options for shipping. To get it in a few days, it would have been free. I elected to do the most expensive option, which cost an extra 20.00, for next-day air. It is now the 3rd day, and I still do not have the package.

When I contacted customer service they informed me that what they "meant to say" was next-day air from when they get around to processing the order! Not only that, they REFUSED to credit my 20 back to my Dell card.

I have been a long-term customer for many years, and always use my dell credit card. This is so unbelievable that they would rip off a customer by indicating next day delivery, not doing next day delivery, and refusing to give my money back.

When the rep refused my request due to their false information on shipping, he indicated that there is no one else to appeal it to, and his decision is final. It is truly false advertising. I have NEVER paid the next day air charge at ANY company, and not received it next day. Worst part is that they refused to give my shipping difference back after they failed to provide what I purchased.

We have bought all of our PCs and laptops from Dell for the last 15 years. Next time, we will not make the same mistake.