Dell Customer Service

User Reviews, Ratings and Comments

Dell customer service is ranked #592 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 29.62 out of a possible 200 based upon 938 ratings. This score rates Dell customer service and customer support as Terrible.

NEGATIVE Comments

889 Negative Comments out of 938 Total Comments is 94.78%.

POSITIVE Comments

49 Positive Comments out of 938 Total Comments is 5.22%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • Dell

    Customer Service Scoreboard

    • 29.62 Overall Rating
      (out of 200 possible)
    • 889 negative comments (94.78%)
    • 49 positive comments (5.22%)
    • 2 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.7 Issue Resolution
    • 2.4 Reachability
    • 1.9 Cancellation
    • 3.6 Friendliness
    • 2.6 Product Knowledge

Add your review!

Posted by J415


I've been buying Dell products for decades for my small business, but no longer. I received my new Optiplex on July 12 and it literally died on October 9. I waited a month for an on-site tech to replace the motherboard. It didn't work. Sent it to Dell tech, who waited for parts, etc., before sending it back on December 22. I was not able to update any programs because the computer was not configured in Admin. It was a hellish time on the phone with not-helpful Dell tech support and hours with MSFT. Then the computer alerted me to yet another hardware problem. I'm done with the product. Gave Dell the options of taking care of me as a long-term customer or refunding me and parting ways. They can only offer more support. That's a non-starter because I just don't have the time or interest in dealing with another wave of tech support. I got a lemon. I can't trust the machine and they refuse to make it right. After this experience I feel compelled to warn other small business owners to think twice before you trust Dell with your small business computing needs -- it's costly, time consuming and you can be left with a lemon that you can't or won't want to use. You need to trust your PC and know there's a brand that cares enough to make sure you do.

Posted by Vishruk


Purchase Dell Inspiron Desktop. Initial I had an issue with Hdmi port. Avoid the chat support they read off a script they did not respond to any of the information I was feeding back to them.After 3 hours of doing updates and running test over and over again. How can you run a test when the monitor does not display. These muppets came up with No resolution. I was told I had to use Dell Monitors. Anyway with the help of a local IT guy I fix the problem. There was another problem Windows had been installed on the wrong drive after 5 hours of following there instructions the migration failed. Dell support wanted me to reinstall Windows after I paid for a pc with windows installed, and they were not going to offer me anything for my time and efforts and refusing to install Windows Dell finally agreed to send an technician out to replace the SSD with a working copy of windows. Guess what after waiting in for 4 hours. Telephone call he stuck on a job and will have to reschedule for tomorrow so another day of waiting on Dell turned into 2 days. When they technicians replaced the SsD they forgot to activate Windows. All Dell staff are paid for their time. I am sure if I was not at home when the Dell engineer arrived Dell would have billed me £100s for the engineers time but my time is worth nothing. I have wasted over 40 hours, and counting I have asked Dell for some goodwill gesture, not heard anything. Despite Marshal Bayliss Advance Resolution Services was suppose to be a single point of contact apart from the initial contact and promises of turning around the very negative Dell experience, not heard anything from him. Since Dell moved their support teams from EU to India, it has been a disaster. Dell was a great company, their support was excellent one phone call and resolution reached...no more. I will never buy Dell again. It is not the computers it is the absolute shambolic IT support and absence customer service. Should call it amateur support or bargain basement support there is nothing Premium about Dell Support. It should never take 8 hours to reach a resolution let alone 12 and counting.and over 40 hours to fix and it is still not fixed.
I must add I asked for a refund under the 14 day distance selling rule on day 5, and was told by customers care I could not have one as the PC was faulty and technical support had to tried and fix. I then requested technically support on day 7 for a refund because I was sick to death with incompetent support I was receiving and they refused to authorise it. Clear breach of UK Trading Standard Regulations.

Posted by Feed up!


Hi. I've enjoyed the Dell for many of years for good reasonably price tickets. However, it is to a point I can't enjoy it as much. People have no consideration for others. Weed smoking, cigarette smoking. People standing in the isles and NO one saids a thing. Mind you these aren't the young folks. Why can't people respect others in a venue? If high is your thing get HIGH before you get there. People like bringing their elder parents and even children for a night of music under the moonlight. It's not fair to others. The Dell needs to put some strict policies in place NOW!!!

Posted by ETR


The XPS 9520 12th Gen Intel(R) Core(TM) i9-12900HK 2.50 GHz 32 gb ram is Absolutely the worse computer I have ever owned and I have been using computers since the early 90's

After 3 months of use the screen started blinking like it was going to sleep. It started doing it once a day then went to every 5 min over time. I spent over 150 hours trying to resolve this issue with their help desk. Essentially 50% of the time I have had the computer I have not been able to work.

I have had 2 docking stations. 3 motherboards, onsite tech, OS reinstall, shipped to resolution center. Issue not resolved. Since it was over a month old they would not replace. So they shipped me a refurbished laptop. That lasted a week.

New(refurbished) XPS 9520 new problem. Desktop appearance will change every 5 to 10 reboots. Icon's too far apart on desktop. Its like there should be another icon between them. Also the solid background color I choose will go to black. So I have started the process over. First up they want to reinstall the OS.3000 dollar laptop I have only been able to use for 3 months. The other month and a half I have been trying to fix it.

If you have purchased this computer you should extend your warranty immediately.

I have used multiple platforms in my 25 year career in IT and this is ABSOLUTELY hands down the worse product in terms of reliability that I have ever seen or heard of.

Posted by Anonymous


I have been trying to buy a laptop since 7 pm. I got approved for $3500 credit which I placed an order of $1700.00. It prompted me to verify my account by first verifying my email. Then when trying to place the order it prompted me to verify with a text message and I did. Then I placed the Oder and it sent me a text to verify by phone where I got a woman in the Philippines asking me to verify information she said she pulled up by doing a search of public records. I told her I wanted to speak to someone in America and she insisted on me giving personal information so I ended the call. I looked up and after a long search found a number to cal and git a man from India. Again I asked for someone in the United States. He said he could not do so. At this time he told me that because I would not give my personal information to the previous person overseas I had to wait for a letter to come through the mail before my order could be taken off hold. Now, I am trying to buy a laptop for my business from an American company and all I see is foreign countries dealing with my private information and a bunch of delays on top of it. I could go to a local store and buy a laptop and not have delays which are costing me time and money without the aggravation I'm going through now. If you want to do business then you need to have customer service and domestic products.

Posted by vamsi


Man do I regret buying from DELL.
Worst customer service. I'm not sure how the managers are not monitoring the calls.

Posted by Chris


No spares for warranty items. Do not buy from Dell this Black Friday or any other time, they have no spares for faulty products. I purchased a laptop last November, the screen was damaged in February, 10 months later I am told after repeated contacts that a replacement will be months before they have a part. Avoid all at all cost.

Posted by Jean-Christophe


very bad support... no respect for the client. it's a scandal.
I paid 450€ for a reparation after price offer from Dell. they sent the computer back with a wrong and defect keyboard. they are not able to provide another keyboard because of stock and delivery problems... they give my money back for the value of the keyboard. 30€. and that's it. i'm bloked with a defect computer that cost me 420€ for nothing.
i'm furious.

Posted by Joy


My first call to Technical Support was disconnected. The Technician did not call me back in spite of the fact that he had asked for my phone number. When I called back, I had to wait for an hour and a half with no call back option. My time is extremely valuable. This is completely unacceptable.

The Technicians had heavy accents that I could not understand and they didn't understand my questions. So I had to repeat myself many times and they had to do the same. Still, some of my questions were not answered.

It was a very time consuming process and has been a very frustrating experience. And I paid for the service. How is this good business? I would not have bought my laptop from them had I bothered to read their Technical Support reviews. And I will never buy a single product from Dell ever again!

Posted by Lou D


Dell Technical Support, both local vendor and Dell Houston Repair Depot, failed to solve an annoying problem (mouse and keyboard randomly freezing) that plagued my new XPS 15 9500 for the entire first year. After having the keyboard and mouse replaced and then finally reinstalling the operating system to no avail, Dell offered to send me a refurbished system replacement with no warranty. Since my system had been reinstalled, it would seem that either my own system was "refurbished" or that Dell could have refurbished it to correct the problem. Either way, I spent too much time trying to communicate with Technical Support and even more without my laptop while it made a trip to Houston without any solution to the problem. I certainly did not extend my support contract, and I will not be replacing any computer with a Dell product in the future.

Posted by Anonymous


My 1st Dell was with Windows Vista and IT STILL WORKS! I ordered another home tower unit in 2014, hard drive had to be replaced A YEAR LATER! I had a warranty at the time but got a used/rebuilt hard drive which crashed Again!! Never buying a Dell again, shame, it was such a powerful and reliable system BEFORE.

Posted by Anonymous


Dell customer service is terrible.

Posted by AdventurCOMP


My computer is still under warranty and the company has it for over a month supposedly waiting on parts. They are unable to give me an ETA due to this, I I nderstand supply issues but the lack of communication and the daily lies I have been told regarding time frames are unacceptable. I have request a replacement and continue to be jerked around as to whom to speak with and continual phone tree loop. Stay away from Dell!

Posted by Steven


Sent Broken Laptop took hours to resolve. Customer service agents badly trained and uneducated for a technology company they are the worst!

Posted by P


On Feb 2nd I bought a laptop from Dell's website for my training classes. On their website, there was a 2-day express delivery deal for free. My laptop was supposed to be delivered on Feb 4th. However, on Feb 3rd I received an email from Dell informing me that my order has been delayed and the delivery date has been updated to Feb 11th. I had to go on a trip from Feb 10th to Feb 14th, so I was not able to pick up my laptop and my laptop would have been placed in front of my door. So, I called Dell customer service on Feb 4th asking if I can put a hold on my order so it can be delivered sometime after Feb 14th, and I was told that is not possible but they can change the shipping address for me if I want to. I requested a change of address so I can pick up the laptop while I was on my trip. I gave the new shipping address, and I was told that I need to call them again on Feb 10th (the shipping day) so they can verify the change of address. On Feb 10th I called the customer service again and I was told everything is fine and my request is in their system, and I do not need to do anything and I should receive my laptop at the new address I provided them with. After a few hours, I received another email from Dell that my order has been delayed again, and now the new delivery date is Feb 14th! Also on Feb 11th in the morning, I received an email from FedEx that my package is picked up and scheduled for delivery on Feb 14th. I checked the address, and it was not updated! So I called customer service again asking why the address is not updated. They told me my package is not shipped yet so there is no need to be worried about and the address is updated on the system. However, after 2 hours I received another email from FedEx that my package has been shipped. I checked the shipping address, and it was not updated again and the package was going to my home address. I called customer service again asking why the address is not updated. I am not home, and no one can pick up my laptop. Who is responsible if something happens to the laptop while I am out of town? Again they try to get rid of me by saying no worries! Your address is updated! There is a case specialist assigned to your case. Everything has been taken care of and so on. I was also told it will take some time for FedEx to show the changes made. Since they told me that for sure I will get my laptop by Feb 14th I changed my ticket to Feb 15th to make sure I have my laptop with me and I had to buy a more expensive flight because of this change.
On Feb 13th I checked the status of my package and the delivery date was 14th however the address was still my home address. I tried to contact customer service but it was Sunday and no one pick up the phone! I was not even able to hold my package in a FedEx location. I was too distressed that my package will be left in front of my door while I am gone. The laptop could have been stolen or damaged because of the bad weather. I called them on 14th and I told them what was going on!!! I asked why my laptop has shipped to my home address after all these headaches you guys gave me during these past days. And interestingly after a few hours, someone called me saying she is calling me to verify my new address so they can ship it to the new address today (they want to ship it on 14th saying you get the laptop on 15th). I was like are you joking with me right now? I am going home on Feb 15th and you want to change the address now? I did everything I was asked to do by the agents so there is no excuse for you guys to make. She told me she is not responsible of what happened to this case and she can connect me to an agent. Of course, the call was cut off for two times and no one followed up after that. This was my first and last experience with Dell. I had to be on phone with them for several hours, had to buy a more expensive ticket because of them, had to postpone my training classes because of all these delays and more importantly be distressed during the whole trip. I had to ask my colleague to drive for 40 miles to pick up my laptop during working hours!!! I was not compensated at all by the company, and they did not even apologize properly or follow up with my case after putting me in this situation. Do not waste your time and money on Dell products.

Posted by Sg


Zero communication. Zero responsibility. Zero respect

Posted by Freway01


Dell support for home users is terrible at best. After spending countless hours on the phone will Support for the same problem (plus you have to re-explain the problem each time you call) and having them remote into my laptop each time to attempt to resolve the problem, they finally had me send my Inspiron 7306 2n1 into them for repair. After getting it back, it worked right once, then had the same problem.

At this point they start saying it is a 'software' problem and there will be a charge to look at and hopefully fix the problem. Why should a customer have to pay Dell to 'fix' the software, firmware, or drivers for their hardware? I can connect three other computers or laptops to the same devices that I'm having problems with when using them with the Dell, and all three work flawlessly.

Posted by kidathart


Dell's Automated phone service is terrible, and a live operator if you can understand them isn't any better! They shipped my order by a company called Ceva logistics. Set up 2 appointment dates to deliver and I still haven't got my order. Call Dell and they keep telling me same thing that they are working on it . And they will send me an email that explains what they find out? Worthless customer service and they don't honor their arrive by dates! DONT ORDER FROM DELL!!!

Posted by Dell


Bad service and not good quality

exchange service is not really good and there is no system

much manufacturing problems you will find daily what more you need , i do not recommend this brand and services at all.

chose well and go to a well known brands like apple or HP or even Toshiba because you know with whom you are dealing.

Terrible company and terrible products. I bought one laptops for my business and i spend 6000 QR to have very high qualifications . not to get a laptop having 4 problems like the below:

Power button is hard to press
Battery drains fast (2h)
Bad resolution
keyboard light not working

Simply they said we will fix it not replace it just imagen to pay this much money for laptop and then will stay months to repair instead of replacing a new unit and they will clearly say we do not care about your opinion you already buy, this is our rules.

i will keep the advice to all people who read my comment and i will again till you do not ever buy this brand.

Posted by abhiroop43


Had purchased a Dell XPS 15 9570 back in 2018 during launch. Paid over USD 3500 for it from Dell US and they shipped it to me in Abu Dhabi, UAE. After 3 years of moderate use, on August 27, 2018, one fine morning, the laptop will no longer even power on. Have tried holding down power button for 8 seconds and other solutions provided online by other customers, but still no luck.

I am unable to contact Dell and their website says they cannot provide international support. So am I just supposed to throw such an expensive laptop away after merely 3 years of use?

Why even sell a product in some country if you are not going to provide any support there and customers need to reach out to US for all support.

I would have rated this company 0/5 stars if that was an option.

Posted by EdMac


Return policy is an absolute scam. The "30 days" window includes the 7 days that the laptop is on its way. I tried to return the machines 30 days after I received them and they would not return them 2 of the machines had issues and one had bad hardware. Do yourself a favor dont do it!

Posted by Faiz


I purchased a 65 inch tv from dell and they reluctantly price matched the tv which was on sale at bestbuy and amazon
I made the order purchase on cal with a dell representative and I had clearly asked the associate what return options I had Incase I changed my mind, I was told that I could refuse delivery and I should be refunded the entire amount which was 1294$ including taxes. Shipping was free for my order. I placed the order on dec 24 and the order was supposed to arrive on Jan 13.
After a week of ordering the item bestbuy had another promotion on the same tv for 899$ and I purchased the tv from bestbuy and picked it up in store on dec 28
Since the order from Dell was just shipped and I had not received it yet I called up dell to inform them that I don't need the tv from dell anymore and requested them to cancel the order ASAP
They told me then that I had to pay a 15% restocking fees even if I don't receive the item. It seems if the item leaves their warehouse they treat it as second hand even if the customer doesn't open it or even touch it.
I explained to the representative that I was lied to about this when I made the purchase on call and asked her to verify the call records
So she tells me that they do not monitor the call records from the sale department and that they cannot take action on that. I was adamant that it's not my mistake but the representative was not ready to listen at all. Spoke to her manager and she tried to give me 55$ credit if I kept the tv or they were giving me 7% off for 2 future orders.
When I explained to her how other sellers like amazon and Bestbuy handle returns and restocking would apply only if the box was opened, unopened items are refunded fully, she wasn't willing to compare the policy on dell with others.
It has been a horrible experience shopping with dell, they are charging me 200$ restocking fee for an order which never even arrived at my place.
Never will buy from dell.
They will always charge the restocking fees for tv and larger purchases

Posted by Simone


I bought a laptop on DELL website on 07 November 2018. My order was cancelled by Dell on the next they, they said the address informed in the order was different of my bank address which is not true.
Anyway, today is 12 December 2018 and haven't received my money back, they always say that I am going to receive the money in 5-7 business days or that they are working on the case. That's unacceptable, I am very disappointed with this company.

Posted by Dora


my yellow ink is dry and does not work in my printer

Posted by Debra Enzenbacher


Hello,



Hello. I hope you can help me please. I am a university professor in Oman and my work Dell laptop failed. It was still under warranty and the agent here in Oman has not helped to recover the data. I reported this problem ONE MONTH ago and they have returned my laptop without a report and have not explained why the hard drive failed. Nor have they met my polite request to recover the data for me. Please can you help? This company, Integrated Systems, is damaging your company's good name here in Oman. Please contact me today to advise me my next course of action to recover the data due to the hard drive failure and no fault of my own. My phone number. Thank you for your kind attention.



Sincerely,

Dr. Debra Enzenbacher

Associate Professor

Sultan Qaboos University

M

Add your review!

Posted by Helen


Hello Office,


This is Helen, a loyalty customer who purchased high-end Dell laptop and desk computer in the past 15 years.

Recently, I have a issue with Dell Technical Support located Floor 20, Line 628, Zhangyang Road, Pudong District, Shanghai, China.

My Dell Laptop could not be charged due to the problem of battery, but can be started. I went to the Techinical Support today. The staff asked me to wait outside of their office. After half an hour, they asked me to come in and told me my computer can not be started and should be fixed. They said there is some problem with mainboard and asked for high fixing fee. I do not know what they did with my laptop, but I am sure the reason can be found with investigation. Also, I read comments of this store from Baidu Map and got the information that it may not be official Dell Technical Support. But it use the name of Dell Technical Support and Dell official pictures online. Enclosed please find the picture of the store.

I contacted Dell China Customer Service today and asked if there is an anti-fraud department which can handle this issue. But a staff whose name is Lilin Lin did not answer my question and stopped chat immediately. Enclosed please find the picture of the chat. Since I can not get any help from Dell China, can you please let me know how to solve this issue? I am looking forward to hearing from you. Thank you.

Best Regards,
Helen

Posted by Gypsygirl


Despite the minimal time that it took me to be able to understand my tech,( Jeverly_ 984943), she was the best and very much appreciated! This tech promptly contacted me multiple times to resolve my computer issue with follow ups, and sent a service order repairman out right away. Once the repair was finished we came to see that was not the problem. Through her patience and time, miss Jeverly 4 hours later, was able to say goodbye, ending our call, with myself , a very happy customer. She didn't give up or get snappy with me considering on my end of the phone was very hectic and busy, but she still hung in there, not to mention my lack there of knowledge on computers. I give her a score of 200% excellent job, proud to be a customer of Dell if all the techs and other personal are as wonderful as she was! Oh and after my equipment was running and good to go, I even received additional emails from her to make sure I was good with the service I received. Way to go dell! Thanks miss Jeverly!😊🤗🖒👏

Posted by Anonymous


It was awesome experience with DELL INDIA.....Customer care service is too good.
Mr. Sanjay sharma an employee sent for servicing done a very good job....i appreciate dell services. Keep it up!

Posted by dell vostro 3550 laptop


please,i am having serious issue with my my dell vostro 3550 laptop.i recently changed the screen but the keyboard is not functioning well. What should i do and how much is the keyboard in case it requires changing. Thanks

Posted by Dell Concierge Service


As something of a computer amateur, I decided to purchase the Dell Concierge Service for a little over $200/yr. for 24-hour technical support. Best tech decision I've ever made. Yes, all of the reps are from India, but i have never had a single issue understanding them; they know what they're doing regarding my computer and then some; and they're trained very well in politeness. I've had the service for two years, and have never had even one bad consultation. My computer is running as cleanly and quickly as the day I bought it thanks to them.

Posted by HAPPY CUSTOMER


I wanted to tell you about my positive experience with Dell.
My laptop's hard drive stopped responding so I called Dell to organise to have this fixed, it turned out that my 1 year warranty had only just expired. Dell agreed to fix my laptop under warranty as we had been experiencing issues leading up to the hard drive crashing. We sent the laptop off with being told that it would take 14 working days to get it fixed and sent back to us. We had it back within a week!
Overall I was extremely happy with the service and willingness to help.

Posted by Anonymous


Dell UK customer service has been excellent. They solve my problems every time and are very efficient and friendly.

Posted by mhbowen45


I have worked with cisco routers and switches since 1990. the thought occurred to me about the motherboard having interrupts to move data. this sounds like the old slow way of old networking of 10 meg/ half duplex. if the chips were designed with flash drives 100 gig full duplex, then no interrupts would be necessary. Ethernet cards would store info on the flash card and be able to send data at the same time, onto the switched bus network.

Posted by shootfire


I had a repeated issue with my Dell laptop. Tech Support elevated my situation all the way to Customer Relations, who offered me multiple replacement options at no cost. And this is just a $399 2-in-1. I've never had any issues with Dell.

Posted by Samuel


I had recently purchase a Dell Inspiron 3000, somehow after i bought this gadget, immediately i encounter with some technical problem (the touchscreen not work). The next day i call to their customer service centre, and the operator who serve me is very proffesional and polite, she patiently ask me for the details of technical problems and i answer her patiently as well, after a clear clarification, she noted all my feedback and told me that she will arrange someone to come to my house for repair. And true enough after 3 hours, there is a technician came and ring on my home bell, and within 1 hr duration, all my technical issue has been resolved (my touchscreen run silky smooth now !). Besides that, it is so kind to the technician that he gave me a new screen protector for my laptop as well! And he also fix my laptop cable for me as i doesnt realize there is a problem with my laptop's cable as well. Overall, i am very happy with Dell's customer service. My overall feedback to their customer service s is ---Efficient, Effective, Helpful, Polite.

Posted by Anonymous


In my recent experience with our Concierge Service, I needed help with using my email - how to be sure I was saving those that I had received and sent as ongoing correspondence. My Serviceman was Ankit Srivastava, for Service . He was very cordial and concerned that I was understanding him well. He logged on to show me how to make folders and sort my emails into them. I am 71 and don't always remember how to do things that I don't do on a daily basis. My daughter was unavailable at the time and I was afraid I was losing the emails as they disappeared from the Drafts list. A big thank you for a job well done to Ankit and followup.

Posted by Scott


See some unhappy Dell customers here, but you guys REALLY haven't seen bad anything yet until you have dealt with the crooks at Toshiba.

I've expereienced both now, and for my money, Dell has been pretty good at supporting it's products. I'm even typing this now on an 11 year old Dell XP with
still original 19" Dell monitor. Both of Wwich have like the equivilent of a million miles.

That's not to say Dell is all perfect. Because if someone can't do the basics like windows re-installations themselves, then yeah, fixing computer problems thru the telephone man in the foreign land is probably like mission impossible.

However from my experience, Dell has been very good about warranties & returns.

For comparison, read my recent review of Toshiba in the Toshiba section. Day one starts like this, "can't even get it to boot up" because the hard drive they sent arrived dead. And it only gets worse form there....

Posted by Anonymous


wow Indians are doing a great job, Very polite and knowledgeable.. keep up your good work

Posted by Anonymous


DEll is the No.1 Service Provider....Appreciate the customer Service they offer...Awesum.

Posted by Anonymous


DELL is just Awesum, I spoke with Victor he helped to remove the Virus from my computerm God bless Victor he is the BEST.. :)

Posted by stephen_in_ny


I may be the only one, but I actually think that Dell's customer service is fine. In particular, Dell tech support is extremely generous with warranty claims, especially if you've purchased Accidental Damage coverage. I've had countless laptop components replaced by Dell and they never give me any hassle.

Other companies (I won't name names but I have some in mind) try to wriggle out of honoring their warranties. Dell doesn't do that.

The key is to use online Chat. Calling them by phone is likely to be more frustrating (time on hold, difficulty describing issue, etc). With Chat you can multitask while you wait and it's easy to be very specific.

Sometimes Chat is busy, but if you try back in half an hour you should get through.

Also, don't expect Dell to help with software issues. That's probably the biggest issue people run into. They're good with hardware, but if you have a Windows problem look elsewhere.

I'm a big fan of Dell and will probably continue to buy from them. Note: I'm not affiliated with Dell in any way, and I don't own their stock, I'm just giving credit where it's due.

Posted by Happily satisfied


I recently ran into a problem with my Inspiron 620s. Turns out there were some sorts of corrupt programs and malware. But thanks to the patience and my gratitude,my computer is now up and running again

Posted by satyabrata dash


dell customer support in india the best for my inspiron 5010 lappy,,,i replaced damaged charger, motherboard ,,even battery ,,,wow that too within 30 mins of call and services are very fast /

Posted by rjft197


I had a 30 inch monitor with Dell that was having intermittent problems, having had problems with Samsung customer service I wasn't looking forward to this. I rang them at nearly 4pm after a 5 minute phone call I was told they'd send me out a replacement and then organise to collect the old one. The next morning at about 10am the delivery man turned up with a new one. He then asked if the old one was ready to take away (which it wasn't because i'd been told that they'd organise to collect the old one later) so he said no problem I'll wait and he even helped wrap it up and took it away. Unbelieviable needless to say I've replaced all my samsung hunk of junks with Dells now!

Posted by WillME


Well, I pay for additional tech support from Dell, and have found them outstanding. And I have used them often. The tech staff is personable and skillful, and they have resolved numerous issues for me, including some which are not technically covered by their services. One did mention to me, though, that if you call late at night, you get someone in India, and I have found every overseas tech support option horrible, so I simply call during the day.

Posted by Anonymous


I purchased a telvison from dells, after recieving the run around from ups and not recieving the tv, dells send me another telvison and the customer service i recieve from this young man was wonderful i worked in retail over 10 years and i appreciate good customer service. Dell keep the good work up customer service is important.

Posted by Anonymous


I recived exellent customer service with Dell my Dell laptop had had its memory erased so I contacted Dell through there "Chat" system and got a replacement copy of windows 7 and the drivers for £25. I will definatly reccomend Dell.

Posted by ben1492


Given all the bad reviews regarding Dell's customer service, I was loathe to contact them with my problem. I also like to try to figure these things out myself. Just bought my first Dell about 3 months ago, a refurbished but still warrantied Dell Inspiron 580 running Windows 7 64-bit). Right out of the box, I installed a TV tuner and a Radeon graphics card. It crashed when I started up, which I attributed to the new hardware. I didn't get a BSOD again until a month later. So I turned on the minidump and ran a driver verifier. It started crashing again and again at greater frequency, and I didn't know what any of the crash dumps were telling me. Today, I threw in the towel and opened up a chat session with a Dell CS rep in India. Within about 15 minutes, he identified the problem as a bad hard drive. Dell's sending me a new one free of charge, which I'll have by Tuesday. If that fixes my problem, you can count me as a satisfied customer when it comes to Dell's technical service.

Posted by x3samanthasue


I bought a Dell Studio XPS 16 back in August of 2009. The total cost to me including shipping and tax was $1503 and we paid it off monthly over the course of a year with a special deal they had that offered no interest financing for one year. Being a clumsy person and knowing I'd be taking my laptop to class, I bought an extended 3-year warranty and Accidental Damage Protection (I think they call it Complete Care now.) From my memory the warranty cost about $350 and that was included in the total cost I mentioned before.

About a week ago I replaced the thermal paste on the CPU and GPU to help the cooling process because I must say, the laptop was poorly designed in terms of heat venting. When I removed the heatsink, I found the fan to be clogged with dust and cleaned that also. After doing this my computer worked fine for about 5-6 minutes and then abruptly died while testing out temperatures in-game. I would press the power button, the keyboard and media center lights would come on, and it would then die after 3 seconds. The screen never booted anything.

The next morning, a Thursday, I called Dell Tech Support around 8am and used the Higher Education Express code I found on their website in hopes of getting to someone quicker. When I finally got a tech, as usual he had me try to hit F8, etc. to try to get in the BIOS. Luckily he only made me do this 3-4 times before he put me on hold for a minute or two. He then concluded that it was the motherboard and arranged for an in-home tech to be sent to my house and asked me when I would be available in the next 2-3 days. The entire call lasted just short of an hour.

Surprisingly I got a call while I was at work the very next day from the tech and we set up a time for him to come by that evening. He was really friendly. When the new motherboard was in he booted the computer to a diagnostic screen and ran a full test on my laptop to ensure everything was fine. Unfortunately my hard drive failed the test twice. It had made a clicking noise for over a year on occasion, probably from the couple of times I'd dropped the laptop, but I'd always ignored it. He called his special line to the Customer Support center and they wanted to have me ship my laptop to them for a full diagnostic and repair which would mean at least a week without my computer. He let me talk to them and encouraged me to insist that they send me a replacement drive so I could install it myself. I only had to ask twice and the part was overnighted to me.

Because the hard drive was ordered so late in the evening, I didn't get it until Monday, which was fine because although my old one failed the diagnostic, it still worked just fine and I was able to back up the couple files I didn't have on my external hard drive already. The replacement was super simple and I wiped and repackaged my old hard drive and shipped it back to Dell in the same box with the provided shipping label. I also received follow up calls (I missed the first two 'cause I was in class) from Dell to ensure that the new hard drive was installed and functioning well for me.

I was also happy to see that the replacement drive came preloaded with all the original software that I had in my original Dell order so I didn't have to go through installing drivers, etc. All I had to do was pop in my Windows 7 upgrade disc. Also, now that everything's working, my computer is running about 20 degrees cooler when gaming, probably due to me cleaning out the fan. It's great!

All of the outsourced customer service reps were very friendly and for the most part easy to understand. I never had to beg, I was never questioned about whether or not I had damaged anything myself, I was never blamed. It broke, I told them, they fixed it no questions asked. I have definitely received my money's worth out of my warranty and have peace of mind for the last few months of it until I decide if I'll renew it or not.

I am so happy with Dell for the service I received and I can only hope that the majority of their customers receive the same.

Posted by AP


Dell customer service stuff was extremely understanding and helpful and made sure I got the hard drive I needed ASAP. I would like to express my appreciation to Swaroop, Deepak Katoch for the great work they did.
We live in a world of deadlines and demands and we just wanted to say Thank You. I am really pleased.

Submit your comment

Posted by dellemployee


I´m currently a Dell call center employee, and I want to point some things out that I think would help everyone have a better experience when calling Dell for assistance:

1. Please have your order number (Dell reference number), Dell Purchase ID (DPID) or Service Request number (SR#) ready. This will help the agent to quickly find your records (trust me while we can find your information by using your email address, name, phone number or even your account/customer number, it can sometimes be very tricky due to the complexity/lack of features of the software we use.

2. Don´t get frustrated when the agent asks for the name on the account, the phone number and shipping address (even when you have already provided this information to the previous rep and have been transferred to a different department, as this is critical and we are not authorized to do anything at all if the customer cannot verify his/her identity).

3. Whenever you call to initiate a return make sure you are within the 30 day window to do so, otherwise no one will be able to authorize it (no matter how much you yell, and how many arguments you say you have, and how many supervisors you ask for).

4. Be patient when it comes to getting a credit as there is a refund timeframe that is out of our control, and neither an agent nor a supervisor can expedite the process.

5. Don´t expect to get a full refund when you return a TV due to change of plans as there is a restocking fee of 15% that we cannot avoid, unless the reason why you need to return it is due to a DELL error.

6. Always read the terms and conditions when buying online.

7. Don´t try to exchange your item for a different one. Dell can only exchange like for like items.

Hope this helps!

Posted by Formerdellemployee


As a former employee of a dell call center in the US just wanted to leave some helpful advice for anyone who thinks getting a dell is a good idea.

1)If you speak English and do not have a silver or higher support contract then your tech support call is going to end up in India or Panama. No amount of complaining or yelling is going to change that. YOU WILL NOT BE HELPED BY SOMEONE IN THE US UNLESS YOU HAVE A HIGHER LEVEL SUPPORT CONTRACT.

2)Be prepared to repeat your information to each person you talk to. The call directors will put the info in before they transfer you but the tech dept doesn't bother to check in the program it is entered in so they will make you repeat it to them.

3)In regards to the "India people". Nothing will ever change about them. When this was brought up to dell management in my dept i was consistantly told, "There is nothing we can do about it."

In closing unless you spend a ton of money with Dell then expect to get crappy tech support service on your machine.

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