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Dell

Customer Service Ratings and Comments

Dell is ranked #138 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 32.54 out of a possible 200. This score rates Dell customer service and customer support as Disappointing.

NEGATIVE Comments

67 Negative Comments out of 72 Total Comments is 93.06%.

POSITIVE Comments

5 Positive Comments out of 72 Total Comments is 6.94%.

Issue Resolution

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • "Service after the sale"...Dell has none! I purchased 3-years of extended warranties from Dell totaling well over $500; thought I had my basis covered in everyway possible... boy was I wrong!!!! I have now spent well over 14 hours on the phone with thier Technical Support (in India) and Customer Care Dept (in the Phillipines), without resolve. My computer is only 1.5 years old. I find it baffling that Dell is located in Texas but outsource all of their support to other Countries. Corporate, where are you? Do you not hear all of the complaints about your company? Do you really believe you are invincible???? Pull your head out before it's too late! In a nut shell...Dell products and Support are HORRIBLE.

    KCUD 2/7/10 8:54AM

  • Ditto regarding all the "bad experience" comments posted previousl. Dell's customer service is a nightmare of automated voices that can't recognize a response to their instruction at least 25% of the time, poor phone connections that make foreign accents difficult to understand. It took dozens of phone calls to resolve what should have been a simple matter. At least I hope the problem is resolved, but who knows the order I cancelled some time ago was delivered today. After ~2hrs I got through to someone that sent me a return authorization number and a UPS shipping label. Still, I wonder if my $$$$$ will be refunded.

    Frustrated 2/1/10 5:55PM

  • I am a student and needed a netbook to travel with me. I purchased one from dell. I had never owned a dell before, but have had many other computers before. I figured dell was a brand name and I should be taken care of by their customer service department. BOY WAS I EVER WRONG!! I could not get anyone who spoke english on the line. I was transfered 7 times and was on the phone over 2 hours! I had been given reference numbers from the technical support people and then they would transfer me to customer care. When customer care got on the line they told me they had no record of the reference number that I had been given. OMG! I am so sorry I ever bought a dell. My only warning to someome who is concidering a dell is: DO NOT BUY ONE!! DON'T MAKE THE SAME MISTKE I DID. Dell out sources to other countries such as India. Your calls will all be handled by someone who lives in another country and could not care less if you are a happy customer!

    pixie2014 1/30/10 3:26PM

  • I am glad to see it is not only me having the same problem with Dells customer service/tech support. Try and ask for a customer service phone number in the USA and someone who speaks english so you can understand them. Two hours later I still do not have a customer service or tech support number for the USA and no one at Dell knows it. I was given 1800-624-9896 or 9897, 1-877-819-3355, 1-800-879-3355, 1-866-925-3355, 1-800-847-4096, 1-800-433-9014 plus the endless transfers asking for the mail box numbers. It is amazing how you can not get any help from the largest computer manufacturer!

    This is the simplest form of why USA is going down out sourcing our jobs to countries like India, people who you can not understand, people who are ignorrant to the point of not listening to my question CUSTOMER SERVICE)

    1970Nova 1/28/10 1:03PM

  • Dell Service is not very good at all. Calling them transfers you over seas and they just follow a guide book and when the answer is not in there they transfer you....or you just get mysteriously disconnected. Very unknowledgeable staff!!!!! HORRIBLE Service!

    Dell is Dead 1/28/10 10:04AM

  • This is in regards to the Dell Datasafe online backup service they provide...or should I say "barely" provide. I was first very shocked at the horrible quality of this... it failed to back up the first two times, then took 18hrs to back up a mere 24Gb of storage! (Yes, I have highspeed net) This takes about 30min on an external HD. Crazy! The very next day I cancelled the account and asked for the refund. I have since then called 3 times and get nothing but transfers and clueless people. Its like they don't even know about their own service! Once again, I am so shocked from such a good name....or maybe ...used to be such a good name. I am now done with Dell completely. If this is their service...then their product can sit on the shelf as far as I am concerned... :(

    Ozzy9039 1/28/10 10:01AM

  • I am a gadget freak so I spend way more time calling electronic manufacturers than most people. Dell, Samsung, Zune, Apple, Panasonic, cable companies, Dish, DirecTV, the list goes on and on. I do have to say the Dell tops my list with the absolute worst customer service on the planet. The way you get transferred around, put on hold and asked the same questions over and over and over again is maddening. The lack of product knowledge, horrible language skills, and their uncanny ability to misunderstand anything you tell them is world class.

    audiomagnate 1/26/10 3:28PM

  • Over the years I have purchased a number of computers from Dell as well as Lenovo, IBM, HP, Gateway, Compact, Apple, Commodore and Texas Instruments (yes that far back). I have also served as field support for our e-commerce team. So I believe I speak from experience when it comes to customer support, build and reliability. I now own 9 PC which I purchased for family members. What drove the purchase was the price for build. In the past Dell was my-go-to-company, I will have to say the last three years have marked a decline in product build but more so on product support. As many of you have mentioned below product support simply put, well… it sucks. I am finally pulling the pin on customer loyalty and recommending to anyone thinking about a Dell product think otherwise.

    Dingo 1/22/10 1:26PM

  • Dell has the most ridiculous and deplorable customer service I've ever seen. For some reason the intellectuals at Dell find it smart to associate Latin American branches with the Caribbean. Completely idiotic as Hispanics who just so have happened to learn a little English cannot in any way understand the complex vernacular of Caribbean people. On top of the fact that Dell technicians do not understand communication, their response for everything is "I'm sorry, I can't help you. I would like to but I can't".. I cannot understand how a brand new Dell Studio XPS 16 laptop's hard drive can fail within 6 months of medium to little use. Dell's response to this? We'll replace the hard drive. Will they offer data recovery services? No, they most definitely will not. Well my hard drive failed in November 2009, it is now January 2010 and I can't seem to get this wonderful replacement hard drive. All arrows point to Dell's incompetent staff, dilapidated hardware and retarded executives. If it's the last thing I do, I will ensure that any person in the market of buying a new desktop, laptop or any other electronic device does not shop at Dell.. Not even as a last resort will I recommend them. To all my University friends and colleagues, I recommend every other alternative route. DO NOT, I plead, DO NOT resort to Dell.. It is the worst choice possible!.

    Hating_Dell 1/15/10 1:37PM

  • OMG everyone is having the same problem I have, I spoke to over 20 people in the last week and my problem is still not fix not to mention after paying $49 for a warranty that they told me last for 30 days and when I call back a day later they tell me that the warranty has expired, Not to mention I paid $85 to fix what was suppose to be a virus then i paid $19 for the disk to reinstall windows after I did that I still could not use the internet because no drivers were installed and to install the drivers I had to download from their website well if I cant get on the internet how can I install the freaking drivers. Dell customer service sucks.

    Anonymous 1/14/10 8:19AM

  • I am a Management university professor who have purchased a Dell Latitude E6500 from Dell-Ireland about 15 months ago and purchased an extended guarantee for four years.

    I have attempted to use this guarantee in several occasions and found Dell's customer service extremely useless and frustrating. One of the issues had to do with two wireless peripherals that i purchased: Dell wireless keyboard and mouse. Both did not work well and caused frequent system freezing. To my detailed inquiry i received ridiculous advice and when followed it through and still the problem was not resolved Dell customer service just stopped reacting to my messages. They never resolved it and i ended up switching back to my older wired keyboard.

    The second problem has to do with the Vista OS i purchased with my laptop. About a couple of months after purchasing it, it started having troubles, esp. failing to install updates. After a year of extensive work to resolve the issue, including several visits to our computing help service and trying to use all the recommended help suggestions posted on MS and Dell sights, as nothing helped and the system performance continued to deteriorate, i attempted Dell customer service.

    At first, i tried to use the chat facility. I waited in queue for 1/2 hour just to see me being disconnected from chat. This repeated itself in my second attempt. I have then tried to use Dell's automatic system check and this failed to, forcing me to reinitiate the process and describe the problem all over again, this time through email. Over a week ago I received an automated response indicating that i will be contacted regarding the issue within a day. I am still waiting...

    To sum, i would not be buying Dell equipment again and would not recommend it to anyone. My colleagues, who are like myself have been using computers for about 20 years now, have had similarly frustrating experiences with Dell.

    This experience will surely provide me with an example of 'how to lose customers and generate frustration' when I teach my MBA students.

    Anonymous 1/11/10 8:54AM

  • I purchase a 2 Quad Q8300 from Dell for $990.63, received Computer at place of business a couple of days ago. Computers still in the box never opened. Was going to bring it home. Noticed that monitor was not well packed so I called Dell to advise them of this in case it may be damaged. They gave me a case number. Yesterday I receive a mailer from Dell showing the computer I purchased advertised for $799.00. I called Dell, (I was passed on to several individuals) finally I spoke with an individual (in Salvador) He said they were sorry but they did not have a policy on price guarantee. I explained that I had purchased two other computers from them and to see if a price adjustment could be made. I asked to speak with a supervisor or a manager or with someone who may have the power to make a decision. It boiled down that they would rather me send the computer back, than to keep a long time client. I explained (as a supervisor in customer affairs ) that had to be the dumbest decision they could make. He stated it was policy. I said I know about policies and that there is always an exception. So recall tags were issued. They would rather loose a client over $200.00 than make one happy not to say ( as I explained) how many more loses of sales they will have as I will make sure anyone I come in contact with will not buy a Dell.

    alflyfish 1/8/10 11:19PM

  • I ordered a computer from Dell through Costco on Oct. 25th. I was very excited because we have not had a new computer for 8 years, and our current computer was getting ready to die. Dell sent a notice that the computer, which was supposed to be delivered the first week of Nov would be a week late. OK, I could live with that. It finally showed up Nov 23rd or 24th. It was the WRONG COMPUTER. Did not have speakers, monitor, or 19-in-one card reader installed, and I stopped looking at that point. Called Costco and they re-ordered the computer. Supposed to arrive early in December. We got the monitor on Dec 16th, but no CPU. I stayed home the 16th, 17th, 18th and all day Saturday the 19th (the last Saturday before Christnmas!) to wait for the FedEx delivery so I could sign and not have to go pick it up. Never came. Finally after about 10 calls to FedEx, they put a trace on it and on Monday, Dec 21st, got a voice mail from FedEx telling me it was STOLEN OFF THE BACK OF A FEDEX TRUCK! She told me it would not be delivered, sorry, please call your shipper so they can make a claim, end of message. I was furious! I called Costco to tell them it was stolen. They then placed a THIRD order for the same computer and promised to try to get one overnight shipped to me. By this point, it had been 2 months since I placed the initial order. After two weeks, finally heard from Costco that they did not have any luck getting one expedited, and I would have to wait until Jan 21st, NEARLY 3 MONTHS AFTER I ORDERED to receive the computer. I tried calling Dell myself to see if I could get any satisfaction, and spent 45 minutes being shuttled back and forth to "customer care" representative in India who barely speak English. The best they could do for me was give me $35 off and ship it overnight. They could not give me a number I could call to speak with a person on American soil who could actually make a decision to ship a computer to me. All the "customer care" representatives could say was "it takes time to build a computer, you know." Yeah, I know. Three friggin' months, apparently. I could not get anyone to explain why they could not put me at the front of the line for my computer instead of sending me to the back of the line for the 3rd time! By now, I have had it with Dell, Costco and FedEx. I told them to cancel the order and refund my money. I can hardly wait to see how long it will take me to get my money back. Word to the wise: Avoid DELL AND FEDEX like the plague. They have terrible customer service and DO NOT CARE ABOUT THEIR CUSTOMERS!

    bfernley 1/8/10 7:30PM

  • I've been through hell and back with Dell. Bought a laptop a year ago, have had problems with it from day one. Had 5 techs out to fix it, all replacing basically every part on the laptop, still had problems. The last tech scratched my screen, and after about three days straight on the phone, I finally was told I would be sent a new replacement laptop. Got it a few weeks later, and had problems with this one. Spent hours and hours on the phone, over 2000, yes two thousand, minutes on my cell phone. Finally was sent ANOTHER replacement. This one worked fine, but had the wrong processor sticker on it. Not a big deal, but something I would like to be correct. Spent another 800 minutes on the phone trying to get a sticker, yes a sticker that probably cost Dell 5 cents to make.

    The customer service is HORRIBLE. Everytime I call I get sent to India. Now, I would have no problem speaking to these people if they could actually understand English and what I am trying to say. The problem is, they don't know what I am trying to say, and instead of fixing my problem, they just keep transferring me to different "departments", even though I am transferred to another Indian person every time. Not to mention I was hung up on at least every other time I called, again probably because they just don't know what to do, so they just hang up on me. Is it so much to ask to speak to someone in AMERICA??? Someone that actually UNDERSTANDS my problem and can speak to me knowing what i am saying?

    sit03 1/7/10 11:14PM

  • I tried contacting Dell's technical support and I was on hold for 40 minutes. When I finally spoke to a representative he could not help me with my problem, and hung up in my face. I used to be a loyal Dell customer, but after going through this I wish I could take all my Dell purchases back. Everything goes smoothly when they are excepting your money, but when it comes to needing help they are always unable to be reached.

    nay 1/5/10 5:29PM

  • After multiple calls of getting handed off continually for hours, no problems have been resolved. No service for the customer at Dell.

    bltasker 1/5/10 4:14PM

  • Using the phone number for customer support. The bright and cheerful voice recognition automaton could not correctly identify my order number. I could not have enunciated any more clearly or slowly.

    After being on hold for 15 minutes, the representative I spoke to, mumbled something about not being able to help and put me back into the phone cue. The next representative put me back in the cue and after about five minutes it was revealed, it was the cue for ADT Security Systems. I called Customer Support and again the cheery automaton could not understand my order number. After waiting another 10-15 minutes I was transferred to another representative who also could not help and I was put back in the phone cue and after about five minutes, reached a representative who was able to help.

    There is no excuse for this. The initial screening system should be set up to quickly get the caller into the right cue. The voice recognition is hopeless. A simple press 1, press 2, etc, would be more effecient.

    gwpriester 1/5/10 12:36PM

  • DON'T DO DELL! Unless of course you have a penchant for abuse. I spent the greater part of the day - 4 hours, trying to get an answer to one question. I was transferred and each time had to explain my situation and then was told to call a different number. At one point I was given a number to call and found out later it was the main switchboard for Canada residents. I'm in the US. The first person I spoke with was extremely rude and when I asked for her name, she promptly hung up on me. I called back, got someone else who fortunately had the presence of mind to connect me to Canada. From there, I must have been routed to 4 other numbers. After finally reaching the right number, I was flatly told that I was unable to be eligible for the upgrade to Windows 7 I was promised when I purchased my $4000 XPS system. Why? Because apparently, *they* arbitrarily decided to use June 26 as the "from date of purchase" even though the Dell salesperson used the upgrade as a selling point with me initially. Thoroughly disgusted and disillusioned with Dell.

    Roisin 12/22/09 2:42AM

  • December 11th 9:20am – Ordered a laptop for my sons Christmas from DELL Computers and received verbal and email confirmation that the unit was in stock and would be shipped next business day, credit card details supplied and monies taken from account for purchase.

    December 11th 10:45am – Email from DELL advising that there had been a mistake and the said product was in fact not in stock, but advised that for an additional $300 another unit could be shipped. Obviously disappointed with this the offer was declined and we agreed that monies would be transferred back to my account in order to look for other options in time for getting the laptop for Xmas (the DELL representative was advised to call when this transaction had taken place and a mobile number as well as a landline was given for this purpose)

    December 14th 9:00am – Called DELL representative to enquire as to status of account and return of funds but received an answering where a message was left but no return call.

    December 15th 9:00am – Called DELL representative to enquire as to status of account and return of funds but received an answering where a message was left but no return call.

    December 16th 8:30am – Called DELL customer service desk to ask of the status of the funds and express dissatisfaction with the service thus far. DELL customer service transferred the call to an automated answering service with no option of leaving a message.

    December 18th 9:00am – Successfully got through to a DELL customer service representative who listened and agreed that the service had been less than satisfactory and ensured that she would be actioning all monies outstanding and would be calling by close of business that day to confirm (both mobile number and landline provided) – there was no call!!

    December 21st 9:00am - Called the original DELL representative to enquire as to status of account and return of funds but yet again received an answering where a message was left but no return call.

    December 22st 12:20pm – Funds returned to visa card

    I represent a large corporation operating in 55 countries and employing in excess of 388,000 employees worldwide with as you can imagine a large IT demand throughout and state here and now that we will never use a DELL product ever in the business from this experience and be assured this information will be cascaded throughout so as no one else has to go through this ordeal and being put through such trouble and hardship so close to Christmas. With funds back in my account I now have 2 days to find an alternative product from a reputable supplier.

    Haggis2211 12/21/09 3:27PM

  • Never getting hold of anyone! Long and expensive phone calls... at my expense and I'm the one trying to get them to get me a product I PAID FOR!!!!

    plcorg 12/21/09 8:31AM

  • Dell service is hell. My Dell xps vista business crashed, I called and bought 4 more year warranty, and Win 7 upgrade.
    They talked me into buying "Software Support", and it goes downhill from here.
    Spent 3 hours on the phone because they charged my cc twice for Software support, they keep route me around like snakes in the dark pit. Technical support keeps wanting more money from me, routing keeps route me to wrong department. No one can give a straight answer, unbelievable. I have to dispute the cc charges.

    Never buy anything from Dell again.

    dellonhold 12/18/09 7:04PM

  • I use to be a loyal Dell customer. I have purchased 3 desktops and 1 laptop including a printer. I have finally had enough. The customer service is horrible. I can not take it anymore and I will never purchase another Dell product (Ever!!!) It is not worth the stress and frustration after the purchase.

    Frustrated 12/17/09 3:13PM

  • i placed an order for christmas gifts on line. at the end the delivery was the 2nd week of january. i called to change my shipping method and was told i could not that i had to reorder and cancle the first order. well thanks to very long hold time and being passed around like a hot potato my first order could not be cancle so then itried to cancle the second order. the same thing again long hold time and being trnsfered time and time again i'm stuck with 2 orders and being charged twice. and going to be charged withrestocking fee and all the extra shipping fees. no one will let you talk to a supervisor. the call center people are RUDE. if like to take on unecessary problems give dell a call. i've tried locating a phone number for the cororate office and there is nothing listed anywhere

    mcca_lady 12/16/09 9:47AM

  • I have enough, If I don't get a response on 12/16/2009, I will file a dispute through PayPal. I recently ordered a 24” IPS monitor. My order is supposed to arrive on December 16, But somehow it got delivered to an address not what I originally requested. I double checked the first e-mail which is a confirmation that the order is received by Dell with all my information. I checked the second mail which told me the order has shipped with a totally different contact person and delivery address along with a tracking number. And then I went online with the FedEx tracking number dell provided me and found out the unit got delivered to Washington, a totally different person with a name I don't even recognize. I called countless times, those reps are all in India I was either put on hold, or immedately transfered after hearing what my problem is, it's like the Dell's Customer Service line doesn't even exist. A few reps said the order number belongs to a third person. So let me get this straight, dell has 3 non-related customers under the same order number.

    dell u2410 12/15/09 5:45PM

  • This is the worst company I ever dealt with.
    I remain stunned that a company with the size of Dell have so many problems. I'm getting a third computer after the first two were returned. I hope the third one will be OK. I bought the computer in September,and we are in the month of December and I still don't have a computer to work with. 10 working has become 15 working days or more to get my third computer and I'm crossing my fingers that this computer will be operable. I was warned by my friends not to buy Dell but since we use them at work I tought how bad can they be. Well, let me tell you, they are the worst. Ley me tell you, you are my worst nightmare!

    Johnny 12/15/09 8:00AM

  • I am another Dell customer who has been distressed over Dell's unprofessional service. First they are still keeping a hold on my Bank Account until February on an order for a 1.5TB drive that they screwed up and lost all record of. I have the Dell Purchase ID which is all they ever gave to me besides a headache. I spoke to customer service and was transferred ~9 times and no one could help me with this. Now I need to close the bank account and I cannot because Dell is keeping this hold on my account even though I requested it to be canceled. They leave me no way to contact them online about this because they never gave me an Order Number which is needed to submitted anything online. The people who answer their phones at customer service are clueless. Now I have been a Dell customer for over 10 yrs. and have at least 10 Dell computers at my Small Business among other Dell products and never have I been so inconvenienced and alienated by a company.

    I will go out of my way not to purchase from Dell now even when they are having their deals because of the chance they might screw it up again. So I went to a big competitor of theirs and I found the same hard drive for less and it came in 2 days to my doorstep with no hassles. The order processing and shipping at said competitor was flawless. Dell has lost another lifetime customer and I will be recommending to all of my business contacts and family to steer clear of such an unprofessional company.


    Former Dell Customer

    Former Dell Customer 12/13/09 12:01PM

  • After ordering a system on Nov 28 and being told that it would be shipped within 3-5 days. I got a flash drive with-in that time and so I knew the computer would arrive soon. Today I called to find out why it wasn't here yet. After a 45 minute wait they answered the phone with a live person and told me it had a estimated delivery date of Jan 15. I told them that was a bit late for a x-mas present and that I didn't like paying 21% interest on the Dell credit charge while waiting for the system to be built. The person I spoke to told me all companies sometimes have to delay shipping dates. For a long time I've recommended Dell to potential buyers and have been responsible for 30-40 such systems being purchased. As of now, I no longer recommend them.

    saotendo 12/11/09 3:04PM

  • I call in because my screen won't stop flashing. It takes a good amount of time to get through to an Indian agent, who wants to get my name and address first to update (I bought my computer last year and apparently it was still under the retailer). It takes him like 15 min to get my name and address, because he couldn't understand what I was saying (and I do not have an accent whatsoever) and I have to give a word for every single letter. Oh, and he doesn't know what Blvd is... after that, he gives me a list of insurances I should get. I refuse every single one, and he transfers me to a "higher" technical support, whom I am still waiting to talk to. What the...

    Anonymous 12/7/09 5:44PM

  • UNBELIEVABLE....Not only can I not understand a thing anyone is saying, they have the nerve to keep my money after not providing a bit of service. My system had a virus and last year when it had the same - I was charged $89, this year they wanted $239. After they were not even able to log into my computer after 1 1/2 hrs, I said give me back my $ I would try something else. It's been since before Thanksgiving and they keep giving me the run around. NEVER GONNA BUY A DELL AGAIN.

    Anonymous 12/7/09 2:03PM

  • I placed an order on Monday. I checked the status yesterday and it said it would be delivered today. Stayed home all day to receive the order. Never came. I've called Dell 4 times. I'm on hold as I type. It's been 36 minutes. I'm starting to get really pissed. I feel like cancelling my order. This is insane.

    jenant3301 12/3/09 6:54PM

  • Ordered 50" plasma tv from Dell on Nov 11th for Nov 20th delivery. TV delivered on Dec 3rd with smashed screen. Called Dell and they were unable to replace tv (out of stock - none being re-ordered). I've now been on-hold or talking with Dell for 4 hours and no one knows how to process a refund - I've been bounced through four separate departments and disconnected twice. No resolution in sight

    Mark 12/3/09 12:43PM

  • Two hours on the phone with Customer Service this morning to set up a return. Disconnected twice, transferred to a busy signal twice. Absolutely absurd Customer Service. Never a Dell, ever again!

    nevadavic 12/2/09 11:22AM

  • Horrible customer service

    motown75 11/30/09 5:08PM

  • Dell's customers service is handled offshore with inept students who can barely speak English. I spent almost $2000 on a new Alienware system two weeks ago which they can't seem to track down. Their web site shows the shipping date as 1/1/0001 (did you get that? the birth of Christ!) and when I call to speak to a person they keep transferring me around to another Indian agent who has no idea where my shipment is. I plan to cancel my order tomorrow. I will never order from them again.

    jarbs 11/24/09 7:20PM

  • Dell will not honor a Warranty Discount that was clearly advertised when I purchased an Inspiron 15 in October. I was SCAMMED!

    mimi5 11/23/09 3:07PM

  • Over three months and still have not received my order, the worst part is the lack of communication from the sales rep that sold me the computer.

    Danno 11/17/09 1:51AM

  • I was trying today to get tech support for software issues knowing that I would have a fee to do so, do not have a contract. I was talking to an agent for 45 minutes about my dell preferred account did not have my account number handy. Asked my security question, I gave him the right answer he could not get to match, back and forth. Never resolved tranferred me to North America still no resolution, explained to the next agent, he just said "well I was on the phone with my own computer for an hour".
    I am buying an APPLE!!!!!

    DONE with DELL!!!!!!!!!!!

    florida 11/14/09 3:07PM

  • I am now in the middle of a dispute with Dell. I bought a Dell computer three years ago while living in Arizona. We moved to Texas three years later. This past summer I need to contact Dell for some tech support help. I spent hours and hours on the phone with first one and then another support person that I could not understand. I got the run around on how to fix my problem. Little did I know that was the least of my problems. I was told that I would not owe anything for the tech support that I had received but turns out that was a big ole LIE. Now to the fun part, two months plus after the fact I receive an alert from my fraud detector program that Dell has turned me in for being 60 days late on paying my account. I called Dell and was told by a very unpleasant person that the bill had been sent to my Arizona address. Haven't lived there in three years and had given the new address to a rep in July of this year. To make a long story short I was told by Dell that was too bad and I needed to make a payment. Please remember I have NEVER received a bill. Here is the deal it is now in dispute and I am on hold for 45 days on refinancing my house thanks to the total inability of Dell to change my old address to my new address.Oh yes, I tried to work this out with Dell (another 3 days on the phone)A huge waste of time. Here is my suggestion... DON'T EVER BUY ANYTHING FROM DELL!!!!!!!!

    Anonymous 11/12/09 4:06PM

  • This is an email I sent to Dell's "Unresolved Issues Dept":

    Hello,

    When I purchased Windows 7 Upgrade from Dell I was told by Jxxxxy - Jacixxx Delaxxxx that I would be able to upgrade 3 pcs. I received it in the mail and installed it on one computer and it was able to activate. Then I go to install it on my desktop, then I go online it goes to activate and I get and error message that Windows is unable to activate. I call Dell today for help with this and so far I have been on the phone for two hours ( I'm still holding), so far I've spoken with Arxxx, Jxxx, Gxxxxx, Vx, Vixxx who told me to tell customer service that I did not open the product, so that they may issue a refund, which I did not do because how can I trust that? He transfers me over to Anxxxxx, who tells me since I opened the product that I cannot return it and I should have read the box where it says only one pc, but it does not say that on the box that I have. I originally called because I was having an issue with my computer, and I asked him (Jxxxx) if Windows 7 would fix the problem and he said yes. I had already checked out Microsoft's website and they offered the 3 pc upgrade for 139.99, and Jxxxx said he would sell it to me for 120 or 129 I would have to check my credit card for the exact price because he did not send me an email confirmation of the order as he promised, so based on that information I purchased Windows 7 upgrade for three pc's. Customer service basically says too bad they do not offer a 3 pc upgrade.. Dell's customer service is horrible. Now I am so mad I want a refund for the service contract I purchased for 182.00. Now they are trying to tell me I am only going to get $110.00 back because the next person Suxxx says that I am being charged for installing Windows 7. The technicians said I was not charged for help installing Windows. Your customer service should be called customer fraud. I have to say this is the worst experience, since I have owned a computer. I will never purchase anything from Dell unless I ABSOLUTELY HAVE TO!!! OH YES AND IT IS AMAZING HOW EVERYONE IS SOOO SORRY!!! All of Dell's employees don't care what they tell you because they are all in INDIA! One more thing when I asked for Vxxxx's supervisor he said I am already at the highest level, wow talk about job security, I guess all the employees for Dell in India will read this have a good laugh then trash it. I guess when he took my order he new I would never be able to get a refund from Dell. I guess Vixxx the “manager” told me in his own way “ Buyer beware of Dell”.
    Thanks Dell thanks for all your help

    Anonymous 11/10/09 12:25PM

  • my attempt to communicate a summary of a week long issue with their customer care departments.
    I received my computer and had issues with both the monitor
    connection, the monitor was missing a cable, later found out the roxio
    software was not working properly and then my dvd drive was not
    working properly. I have spent over 10 hours with tech department,
    sales and customer care departments. Spent hours on hold (literally )
    and have been disconnected over ten times. I have not received return
    emails and no return phone calls. It is a disgrace that your quality
    control is nonexistent, your sales people repeatedly misled me,
    telling me to purchase the wrong upgrade that was not right for my
    needs and the tech department had no idea what they were doing. I had
    to direct them on a number of occasions to do simple things. I am
    currently on one of two laptops that i purchased from dell. Both have
    serious issues as the connection for the power no longer works and i
    can not recharge the battery and only turn on the machine on occasion.
    Overall a horrible experience with your company. I will from now on
    tell people to be warned that your company who once i believed you
    stood by your product and attempted to make things right, that is no
    longer the case.

    gmoses 11/10/09 11:19AM

  • 10/23/09 11:25am. Eastern day light time
    OI have a Inspiron 1525 laptop. I CANNOT eceive wireless service. I've been on the PHONE with Dell tech support 4 days this week and MANY HOURS. It STILL doesn't work. I have been transfered and put on hold many times. I am still waiting now (15-1/2 hours) since I was promised to talk with a wireless mgr at 800-624-9896x4540518. I have been on hold for almost 25 minutes this morning (at 800-624-9896) x7269679). Every time I phone Dell for help, it's the same old thing. Put on hold a/get cut off, no one calls me back. I am now at work and have been trying to get some help for the past 3 hours. I have phoned Dell many times and get nowhere. Ken Klun

    Anonymous 10/23/09 8:43AM

  • I have been on the phone with dell for 1 hr and all I am trying to do is buy a restore disk. This is amazing. I make my liveing selling on the phone and this is w/out a doubt the worst syst I have ever seen. I will not call it again, I will buy a new HP first.

    bob 10/22/09 1:25PM

  • I ordered a Dell PC via telephone (at least I thought I did).

    Now to explain this better I live in a rural area where we have our mail delivered via USPS to a P.O. Box. The only way to have something sent to my physical address is if it's shipped, UPS, Fed Ex, which Dell does.

    I was contacted by Dell the next day telling me that orders couldn't be delivered to the Post Office. I gave the ordering agent the Physical Address three times during the ordering process, I'm guessing that the agent couldn't grasp the idea of having a P.O. Box for regular mail and a physical address for shipments.

    When I called Dell about the issue I was told there was an issue about the credit (I was paying by card, not using Dell's credit). After several calls and no results I finally cancelled the order.

    We were contacted by a Dell agent the next day (an American) trying to save the purchase I cancelled the day before. The agent told me he would call back the next day, actually they called back a week later and by then we were fed-up with the whole process.

    So....I purshased a Dell at our local Sam's Club.

    Now I'm trying to get the free upgrade for Windows 7. When going to Dell's website to apply the form wouldn't take my Service Tag number. After sending an email to Dell I got an answer the next day directing me to the same website and again my Service Number wasn't accepted.

    I called Dell (after being disconnected three times)to try to get the issue about Windows 7 resolved. Now I've been told that I should try again in one to two days and it should be accepted.

    Now here's the crazy part. I live outside of Oklahoma City (where there's a Dell call center), but you can't contact them in Oklahoma, you have to deal with someone in India who can't pronounce English very well/ if at all.

    Maybe I should have ordered a Gateway?

    Richard in OKC 10/20/09 12:50PM

  • Bought TV from Dell.com over a holiday weekend.

    Dell tells me even though they haven't shipped the TV,I CANNOT CANCEL the order?

    They label it as "In Production"; yet Federal Trade La3ws allow Americans to CANCEL ANY ORDER of ANY PRODUCT with a 72 hour Cooling off Period.

    Dell Customer Service (CSR originates in India now) Indian people DO NOT follow US LAWS. They tell you order is NOT CANCELABLE also plus they tell you if you return item you will be subject to 15% restocking fees.

    When order arrives from UPS requesting CUSTOMER SIGNATURE.... REFUSE DELIVERY.

    IF you order using a MAJOR CC and you REFUSE
    Delivery DELL must CANCEL the SALE per US BANK LAWS.
    No RESTOCKING Fees can be charged.

    GIVE DELL CSR's the Boot when they send you an email requesting the Survey..

    Aunt Pat 10/19/09 11:48AM

  • Worst customer service I have ever experienced, repeatedly. I will never order another dell because of it. Each call last 1.5 hours with at least 10 transfers back and forth to the same department, all asking for the same information to finally be disconnected. Awful, awful, awful. Then you get the wrong part.

    Anonymous 9/25/09 12:38PM

  • I had a video graphics card failure on an ATI Radeon B2 3650 that Dell earnestly persuaded me to upgrade to in March 2009. On 09/14/09, Dell (India) dispatched a technician to my home, who arrived in the afternoon. The Technician realized that his replacement video card, a 256Mb GEFORCE 7300LE, was not correct and told me I needed to call Dell. Dell (India) had me on hold for almost an hour trying to find a suitable replacement for my ATI card, when the line dropped. Although I gave them my home phone number during the call, they NEVER called me back that day. Next day, I called Dell and got not 1, not 2, but 5 different representatives (India again) who shuffled me from one to another. The last one, "Kumar", PROMISED to help me. Unfortunately, he had to call me back, which he did, 5 hours later. His voice msg said he wasn't able to find the appropriate video card replacement and that I would have to call ATI at 877-358-7616. Interesting - I purchased this card from Dell, whose replacement program covers the part, and which covers the warranty of my Dell PC until early 2011, but it was now MY responsibility to contact ATI! Okay, so I called them at the number that "Kumar" left me on my answering machine. Guess what!?! It was not 'ATI' the video graphics card company; it was 'ATI' a DIFFERENT company dealing with school software and having nother to do with the graphics card company!! And I was among the many people routed from Dell to contact ATI at their number!! Now I ask you- Isn't this a good example of the "run around" from a company who is supposed to be standing behind their service and support?! And as far as India is concerned, when will Dell begin reading its user surveys (or this commentary thread) in an effort to fix the problem they caused by outsourcing a very important concept of "customer service" to a non-American company?? Feel free to empathize with me via email to pc_sec_man@yahoo.com

    pc_sec_man@yahoo.com 9/17/09 1:33PM

  • Call their spanish speaking USA order support number (1-866-751-6079) and then once you get a live agent, ask them nicely if you can speak in english. The agents usually speak english very well and are much much nicer, more helpful and knowledgable than the indian agents. An added bonus is there is usually less of a wait time as well.

    Eric 8/28/09 11:00AM

  • This is for anyone that is even contemplating buying a dell computer and by being duped by their "back to school" deals. In 2007 I, like many other mother's out there with a kid heading for college was sucked into the dell experience. You know the one where you can make small payments as low as 50 bucks for your kid to have a dual processor and all this "garb of promise" for support and insurance in case of damage. The thing that dell will not inform you about (except in the small tiny tiny print) is that if you are late at all, and you get a phone call from them to alert you to this, is that the person you will be talking to is NOT a customer service rep but someone from their collection agency which will make sure that in the conversation that you are not being deferred on your credit history but if you can make a payment of "this sum or that" then it would be appreciated. Now, you Americans out there getting phone calls from Dell on your payments must understand that this is not customer service and your thoughts of notes on your account or recording of the call is not being documented. So don't even think later, when you are frustrated to even mention how many times you have talked to "their people" or have them look at your previous notes, because they won't be there. It's collection whether you know it or not and by law I guess they can't record it. My nightmare came after I had two back surgeries and my husband lost his job in this horrible economy and we tried to explain to Dell that we couldn't make the payments on time, but when they called we would ask what we had to pay and they would give us a quote and we would make that payment then be it twice or three times the monthly amount. Each time feeling frustrated and asking them to send us financial statements of what we paid and what we owed. What was most odd about this was everytime we did ask they would hang up on us. This went on and on and we couldn't get them to explain anything. Over time we were compounded with questions of why we now had paid 1900 dollars for a 1300 dollar computer and we were still receiving phone calls and bills. After many phone calls where they always hung up on us we finally got one person to follow through and send us the statement of history. Get this...Not only had we paid 1900 dollars for a 1300 dollar computer, but they had attached 1800 more dollars as late fees and interest charges! When we finally got through 3 or 4 people in customer service and after begging to be connected to "someone inside the USA" that might understand us we were told that there was nothing they could do. They wouldn't take the computer back and the most they offered to knock off the bill was a mere 200 dollars! When asked why they never explained all this via customer service, we were told that we had always been contact by "collections" instead of ever talking to a customer service rep! So there wasn't any notes or recordings to verify that we were even asking them why or asking them to send us the financial history. In other words, we didn't exist as a far as customer service knew. So after two and half years of being hung up on and many calls from dell that never once explained anything but that they needed a certain amount of money and reassuring us the whole time that no credit hurt was upon us, we have now paid over $3600 for a dell laptop. As you can read the other comments here, customer service is a disaster since it's all outsourced anyway. So you can just imagine the interaction with their financial services! I can't stress enough to you readers to avoid any contract with Dell. I feel totally scammed and when I asked their customer service supervisor could she see the notes where my husband had lost his job etc, I was told there was no notes, because I had been interacting with their collections calls and never customer service which was done in India as well, so I had no idea at the time. I thought I was being understood and find out that I was just being packed down with more and more finance charge! Every time I asked for this or that or even an address, I got a p. o. box and told thats because they were moving! How can someone fix anything if they are always hung up on or can't actually interact with customer service? This has been the biggest nightmare and I suggest strongly to anyone considering a dell product to rethink it. What ever you do DON'T do any financing with them! I have come to the conclusion that Dell doesn't care anything about their "American Consumers" and they know exactly what they are doing when they hang up on you or confuse you. Any company that outsources in my humble opinion is a red flag from this point on in my life. I will from now on ONLY by a computer at Best Buy and get my service done at geek squad as they care and are honest. I will never buy another Dell product as long as I live and will always discourage anyone from getting involved in Dell's back to school nightmare deals!

    NeverDealwithDell 8/26/09 3:58PM

  • I purchased an XPS M1530 in April 2009 through MetLife's employee discount program. Since the machine was delivered, it has never worked. First, the motherboard was replaced because it wouldn't even turn on (when it was first unpacked), now another contractor has replaced the flash drive, and while we were watching the machine last night, it ejected the disc without cause. The speakers turned off and on, the mouse quit working, and now I can't even sign on. I want my money back. This is the worst excuse for "customer service" that I've ever experienced. Between my friend, my wife and me, we've spent over 25 hours on the phone with Dell trying to fix this. I've already contacted my company and asked them to discontinue their relationship with Dell. Surprise me and do the right thing. Give me the address to return the damn thing. I bought a Dell desktop for me and two laptops for my daughters. All was fine until this. Don't ask me to spend any more time on the phone with one of your technicians who'll simply shine me on and then refer me to someone else. This is BS.

    Anonymous 8/26/09 7:11AM

  • Bought a Dell P.C. It worked for 3 months then something happened. It took one entire week before I was connected to a "person".
    One of those days I was on hold for 3 hours. When I finally did get a "person" they tried to help but couldn't so they put me on hold for another 45 min. I finally hung up. Called the Geek Squad and they had it fixed in 10 min. over the phone. Had nothing but trouble with that computer. Finally had enough and went and bought another Gateway. I haven't had any trouble with it for 3 years now.

    juki 8/23/09 9:15AM

  • THE WORST RETURN EXPERIENCE EVER!!! I had a Dell that came damaged and am trying to return it on the third day after receiving it. I am still on the phone - right now I have been on the phone going on two hours...mostly on hold. I have asked for a return number approximately 50 times...I'm still waiting.

    DUDE, DO NOT GET A DELL. Spend the extra cash and get a Mac.

    wackytiel 8/21/09 3:19PM

  • I have xps m1330, after 6 six months used, i had to change motherboard. Until now I had to change three mother board, and my warantly still have more than 500 days (I bought waranty three years). I have to chat with dell suport three or four time a week and have to fix my laptop more than 2 times in this month. The reason is that the dell support man forgot order stuff, and when dell tech. go to my aparment and fix it he said that i have to contact again and order it again. So that the reason the same problem I have to order 2 time to fix. After that my laptop have a problem a gain, I had to chat with dell suport man more than hours, and he said that" because my laptop already had 2 times fix in this month,I have to send it to the depot". I said" it is not my mistake" and he said" i don't know why but send it to the depot, it take half month to fix hingle cover" It is so funny. I'm so dissapointed about dell service. I bought xps m1330 more than 1600$ with three years warranty, and now i feel regret about it. I can use it money to buy something better than dell a lot. When i asked why this is the new laptop and i had to change three mother boards. they said out of their service, you have to call to the other number and tell them.

    JENNY 8/19/09 10:29PM

  • I HAVE HAD MY COMPUTER FOR OVER 4 YEARS AND UNTIL 2008 I HAVE NEVER HAD A PROBLEM WITH TECH SUPPORT FROM DELL. NOW I HAVE A PROBLEM DELL AND PURCHASING POWER ABOUT MY COMPUTER HAVE A INVOICE PROBLEM. WHY DID THIS JUST COME UP AFTER 3 YEARS OF SERVICE FROM DELL. I WILL PAY FOR MY SERVICE I PAID FOR THIS COMPUTER WITHOUT ANY PROBLEM SO WHY NOW AM I UNABLE TO GET HELP FROM DELL THIS PROBLEM HAVE GONE ON LONG ENOUGH IT NEED TO BE SOLVE ON THE PART OF DELL AND PURCHASING POWER AND NOT INVOLVE ME IN IT . SO PLEASE SOLVE THIS PROBLEM SOON BECAUSE IT IS NOT RIGHT TO KEEP IT GOING ON SO LONG .

    ASMITHMNT 8/9/09 4:16PM

  • After having my M1330 laptop fail for the umpteenth time in less than a year (motherboard failure -- nVIDIA graphics card was cooked each of the 3 times the motherboard was replaced), I demanded a system replacement. Dell responded by freezing my account and repeatedly hanging up on me (or placing me on hold for 90+ minutes).

    After purchasing a replacement on my own, I filed a BBB complaint. Funny how after "apologizing for the inconvienence" repeatedly, still no one would do anything until I started demanding a copy of the call records they had on my account.

    In the end, they replaced the system with a lower-quality one, then told me to "just accept it" because I "should be happy with it". I ended up selling the lower-grade system to pay off the replacement I paid for, and to this day relate my experience to everyone I do business with.

    zdolman 8/5/09 8:29PM

  • I spent 3 hours, yes 3 hours, dealing with Dell customer service last Friday night. My computer died and the warranty had expired. I went to their "extend and upgrade warranty" webpage where the $100 item "Recertification of Dell limited warranty" was already checked. I purchased that. My nightmare began after that. It turns out that does not extend your warranty, or maybe it does. It does not mean someone will come to your house, or maybe it does. You see I got different answers from everyone I spoke to, and I spoke to A LOT of people. 5 gave me one answer, 5 gave me another. Want help? You automatically get India, where you experience things like echos, feedback, hearing your own voice repeat what you just said, long pauses, you not understanding them, them not understanding you, people reading a script not even paying attention to what you are saying, etc. etc. So tech support in India transferred me to "Customer Care" which appeared to be in Quebec due to the French accent. They were almost worst than India since the Quebec people were having trouble even thinking of the English words for things and one guy there kept asking me "Ummmmmmmm how do you say it?" How do I know? I don't know what you are trying to say! So here was Friday's adventure: Tech Support transferred me to customer care, customer care transferred me back to tech support, tech support transferred me to customer care, customer care transferred me back to tech support and finally tech support wanted to transfer me back to customer care again. I got very angry by this point (even Mother Theresa would) and I did some snapping at them. The Indian didn't like this and to punish me put me on hold for 20 minutes. I gave up and hung up as I was on a cell phone and had used up 3 hours of minutes and the battery was dying. Dell is the worst customer support I have ever dealt with. I could tell you tons more stories about them I've had over the years, this is just the latest one.

    Bob 8/5/09 11:17AM

  • Dell is among the worst when it comes to customer service and trying to purchase things. Recently I tried to order a few parts and was continually put on hold. The person with whom I was speaking did not speak the same English I did. I had to ask them to repeat themselves several times. The final time I was put on hold I, it lasted about 10 minutes. I hung-up. I called their so-called Customer Service to see if I could find out if my order was processed. I was told it was not. I asked if my MasterCard number was on their computer and did not get a satisfactory answer. I was then told to call some other loser so I just hung up and semnt an email to their Customer Service center and told them what to do with their company. Of course I never received a reply nor did I think I would. Once my Dell dies I will search high and low for an American manufacturer with service facilities in the US. Till then I will tell my story to warn anyone wanting to purchase Dell junk!

    longstreet 7/24/09 4:08PM

  • Your sales people need a lot of training, I mean a lot - a lot of training. I get the feeling that you don't care about your customers any more!

    AJ 7/13/09 1:49PM

  • I filed a complaint with the BBB and Dell played their customer service game fraudulently. They would do everyhting possible to test my patience and time until I would give up. I finally bought a Mac after vowing never to go that way, thanks to Dell, Microsoft lost a loyal consumer. NEVER EVER BUY DELL.

    Anonymous 7/2/09 8:02AM

  • I purchased a laptop from Dell. It worked fine for about 6 months, then the motherboard crashed. I called customer service and they said it would be no problem since my computer was under warranty.
    They said it would take about 2 weeks to repair. I still hadn't received my computer after 3 weeks, so I called them back.
    They told me that my computer was currently in for repair and it was taking a little extra and that I would be called back in a day with a new update. I received NO callback. I called in again a few days later and was told that they DIDN'T have my laptop, that it was never delivered to them. So, I explained my conversation a few days earlier I had had with another rep. They had no record of me calling in. I again was told I would be called back the next day after they researched the issue. I didn't get called back. Surprise, surprise. This went back and forth forever it seemed...My computer was in repair...They didn't have my computer...My computer was in repair...They didn't have my computer.
    Not once out of the 10 or more callbacks I should have got did I receive. I, finally, after talking to numerous agents and supervisors, spoke with an agent based in a U.S. call center who spoke clear English that empathized with me. After being hung up on by supervisors and agents who couldn't string a full sentence together in English to save their soul was a relief.
    I finally got my laptop replaced. After 5 months.
    So the 2 weeks i was told would take for a repair took them 5 months. I have nothing but nasty and snide remarks about the company. Mostly because of how i was treated. F#@& Dell...yeah.

    Megan 6/13/09 8:54AM

  • DELL WARRANTY IS A FRAUD!!!!!!!!!

    kay1 6/13/09 5:22AM

  • Had a boot problem with corrupt partition that I eventually fixed myself, got into an argument from some guy in Bangalore, India on how to plug my computer into a wall socket.

    Neckername 5/23/09 8:49AM

  • Products are OK but customer service is AWFUL

    Anonymous 5/20/09 7:29AM

  • Another weekend.....another wasted day to fix a simple problem that gives consumers the run-around. Dell needs to put more emphasis in customer service and less into advertising. When I have a new system.....it should be expected to work. It takes 2 hours to find a contact, another hour to work through the translation, and then another hour to try to get it fixed.

    JUSTFIXIT 5/16/09 12:03PM

  • My computer was 1 month out of warranty so I paid the $49.99 for diagnostics. I spent two hours on the phone with technicalsupport. At the end the woman had me run a test on my hard drive. She said if the hard drive passed, it was a software problem. If it failed, I would need a new hard drive. She told me to run the test and then call back. I called back and told the new tech that the hard drive had passed and he told me that she was wrong and I needed a new hard drive for $130.

    I took the tower into a repair shop, it was a monitor problem. Now I have to try to get the $49.99 back

    Anonymous 4/29/09 2:57PM

  • Hi i am dell Customer, i had a problem in laptop and sent many E-mails but no response after thati called for CSC no response for more than 15 minutes i was holding the phone keep on saying the next available person will help u no response. Is this way of doing service concentrating in selling only and not in service. try to satisfy the customer. now everyone started thinking y buy dell, all r having complaints.

    Anonymous 4/21/09 6:31PM

  • I waited for 10 min. and no answer

    Anonymous 4/6/09 5:58PM

  • yes I have a dell For about a month Week after I got it its not working right I called tech they told me they can't help me
    I need to call were i purches it from and I have a Year waranty

    traci_hittle 1/21/09 5:42PM

  • Submit your comment >>
  • Most Dell users and buyers are computer illiterate wont understand simple warranty/contract agreement. what you pay is what you get for the service if you have a cheap computer and possibly you bought the computer from consumer segment you'll get indian support queue. i have no problem calling/chatting dell technical support always 100% resolve. for those who are complaining about sending the computer back to dell for repair that is because you are so cheap that you cant afford to purchase NEXT BUSINESS DAY onsite service so wont have to send the computer for repair. If you are complaining about the shipping time, Dell offers Fast Track systems which will allows you to have your computer the next business day.

    Forumer 1/23/10 5:08PM

  • might take a while to get your problem solved but they ALWAYS end up doing it. I have called in about everything from battery issues to dropping my laptop in the water and they will send you a new battery or a brand new BETTER laptop quickly and without too much hassle.

    Anonymous 10/22/09 6:16PM

  • Though it took bloody ages to get to their service, once in..most of the time I called Dell, they were super nice to me. They were very accommodating and were in no hurry to solve my computer related issues.

    Though I had one terrible call out off the dozen calls I have made to that company, where she was very rude and suggested that I had a stolen laptop as I could not point out my old addresses that was listed when I bought my laptop. I didn't bother continuing the conversation and just disconnected the call. I immediately called and got someone else who was again really accommodating.

    Kali 8/5/09 2:37PM

  • I called early (before 9am,) took this advice, and got to a representative in just a few minutes. My computer is 5-6 years old (no warranty), and the first rep in Tech Support said he would transfer me to someone who can help me with the problem. The first and second rep both listened to the problem first and repeated it back to me (good listening & customer service skills) before even asking for my information. The second rep proceeded to ask questions, guide me through checking my laptop, and finally took over remotely to help. Thanks for the tip.

    Anonymous 5/27/09 9:02AM

  • Using the number provided on this site, I called Dell. I was connected to a tech within 5 minutes. Within 15 minutes, he diagnosed my (3 month old)laptop's probable defect and said a repair technician would come to set things right on the second business day from now.

    Very good so far. I hope all goes as planned.

    Anonymous 5/24/09 1:36PM



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