Dell Customer Service Complaints - page 2

Okay! This is the 2nd thing I've bought from Dell in about 8 months. The 1st was a Tower unit and at this point I can't remember what it was and I really don't care. I was always told this was one of the best companies to work with.
3 months after I got everything working right and set up, the whole color system started to go nuts on me. Of course, not being a genius with computers I decided to get help. I talked to 10 different people about returning the unit and got no one that would help or was given to another person down the row. After 4 days of this, I finally was able to get some one that would talk to me and he talked me into an All-In-One unit. I waited for that unit to get here and transferred all my work on to it. I waited for a return address to come and it never did, but the account sure did come in with both units to be paid on. I finally got all my paper work out and got a return address label on my own. I sent it back. It's taken them about 4 more months to give me credit.

In the mean time, I was doing okay with what I got. I also said that I wouldn't be paying for anything until I got my credit on the 1st unit. Now the All-In-One is sitting on the floor covered up waiting for another return label which has not come. The whole thing is locked up and won't even turn on, 3 months after it got here. I talked to 5 people in about 7 hours in February. I was finally told that my Mother Board had gone out. I was also told that it would cost me for them to download my hard drive, I'm still waiting for a return label. If not here soon I will again get my own label made up and send it back with another hateful letter. I may even send a few disc along for them to download my programs and tell them to keep their All-In-One instead of sending me a replacement.

I'm at the point, I can't afford to have something that only holds up for 3 mos. at a time and has to be replaced. I will not deal with Dell again unless I get it at a near by store. Which it probably won't happen then either. Burnt once was hard enough but twice - NOPE!!

Got my Dell XPS 8920 yesterday. There is no way this unit is worth the 2000.00 dollars they want for it. I set it up per instruction and it sounds like two model motorized airplanes having a dog fight. This is my second Dell XPS. I bought the first one in 2007 and had windows vista OS. It was a superb unit. This one however is a piece of junk. I doubt the power supply fan will last a couple of months, from the way it sounds. I need a CRA to return it to Mexico or wherever they threw it together.

Wow judging by the grammar of many of these posters I can only assume they are not native English speaking or may be the root cause of many problems with their refunds. If you can't spell or write legibly then you may have trouble following instructions and procedures, geez! I made a few spelling errors writing this but there's spell checker for crying out loud.

Anyway Dell customer support is sub-standard in all respects and they do drag out your refunds and returns but my latest experience is not all bad. I bought 2 systems, 1 laptop for college student and a desktop for myself. Good deals, decent delivery times, blue screens on the laptop from day one - GAH. Support sucked for 3 days and finally, FINALLY, got thru to a foreign rep that actually helped out and got the system running. All I can say is there are a few decent support folks out there so don't give up. Follow their words, even the lame ones, to the letter, even if you've done it 10 times like us.

If you do have to RMA your device put everything back into the original shipping container and put blank stickers (you can buy anywhere) over the original shipping labels and use clear packing tape over the new return label so it cant be messed up in transit. Put copies of EVERY shipping label inside the box with your name, address, RMA number, device serial number and email address along with the problems being reported-cause for return. If you can, put more duplicates inside the device. Make sure that where ever they look your name and info and problem smack them in the face...due diligence and all that.

I don't care what company you use, doing more than you can to keep your name and problem in their face is paramount. They are huge and you are just a number to them and easily forgotten or misplaced. Record all verbal and written discussions for future reference and document, document, document. Sure it should be simple and you should be special and taken care of but the reality is you are not. Sorry folks it falls on you to do the work because they wont.

I do agree with another poster about choosing Origin PCs though. They are pretty on top of their customer support and product quality. I only choose Dell this time around due to a student discount special they offered. My next purchases will be with Origin.

You all might need to open account with arise to do your customer service for the people in India are sorry and don't want to help us out like that.

I ordered a Dell printer and when it come in, it was not what I wanted. I called customer care and after finally talking to someone in a completely unrelated department, that person sent me a return label.

I returned the printer the next day, December 6th. Today is JANUARY 17th and I still have NOT received a refund. Each time I call, the reps tell me a different story and that my money will be credited to my PayPal account within 3-5 days.

I still have not received my refund of $$119!! Today, I was told that they never received the printer.....
Best of luck to you on your refund attempts! Obviously they do NOT INTEND to refund me!

I have been a loyal Dell customer for years, not anymore!

I ordered a new Dell Latitude Ultrabook laptop October 21. Dell was supposed to notify me by email when it shipped, but never did. I followed the process on line and saw that it had been shipped, with a Nov 8 delivery time. It arrived, though, on October 31---nice, but I only happened to be home that day. So much for the tracking process---it is worthless.

But that is just a small indication of Dell's disorganization. My real problem came when I started checking the configuration and discovered the Tri-Band Wi-Fi card I ordered was included on the shipping list and order confirmation, but was not on the computer. The computer had the lesser cost Dual Band card. I contacted Dell's Sales and they wanted to replace the computer! I told them this was firstly impossible because I was leaving shortly on business travel and had to have the computer, and secondly, I had just spent a couple of days transferring files and configuring the new computer-I didn't want to go through this again just for an easily installed Wi-Fi card! So, Sales referred me to "Technical Support" to "diagnose" the issue. Called Tech Support, and they were clueless. Had no idea what the problem was despite me explaining it several times. When they finally figured out the problem, they said that they could send me the correct Tri-Band card if I was willing to replace it myself---and I agreed with this.

But then later, Dell's Technical Support (talk about a double oxymoron) told me that they could not send me the card because: "...when I try to submit the dispatch for the wireless card our dispatched team canceled it because they said that the System is brand new. Part customer expected when ordered was incorrect. For such scenarios, customer must be speaking to our Customer Care." [sic]
So, I contacted "Customer Care." And found out (why was I not surprised at this point?), that Customer Care did not care. They referred me back to...Sales. The endless do-loop. So then, what was Dell Sales' response? I quote his email: "This sucks for you and this also sucks for me because I have to deal with an issue that I did not commit."

So, I asked for a Manager to contact me. Had a response from an equally useless Canadian National Sales Manager, who finally concluded, "We can have the Tri Band sent out to you, as quoted, but an installation of an internal component will require a technician to come onsite locally as it is a delicate process." That was on November 23rd. Due to my travels, I had a one week opportunity for the Technician to come to my house and install the card between December 12th and December 16th. Should have been no problem, right? Pop the card on a courier, have it in Calgary a few days later, install it in a couple of weeks when I am back in Calgary? Well, it's only a problem if Dell can't get its act together to ship the card!

I followed up twice with Dell, asking if the card had been shipped yet. No response. Finally on December 6th, I got a response from the National Sales Manager: "Hi Fred, I am working with my customer care management to get this resolved." "Resolved?" What is there to resolve? Please do not "care" anymore-just ship the card!

Then on December 8th, I got an inquiry for the Technician who was presumably supposed to install the card, asking me what my address was. Yes, Dell, it is the address that you shipped the computer to! You have it on file! But, by Wednesday, December 14, no card had arrived, and no report on its whereabouts except that the Sales Manager said that she had asked that the shipment "be expedited!" By Friday, December 16th, the day I left Calgary again, no card and no response from Dell.

Then, on December 21st, five (5) days after I had told Dell that I was leaving the country, I got an email from the Dell Sales rep advising me that the "card is with Purolator." So I asked the obvious questions: who did you ship the card to, me or to the Technician? And, how will the Technician install the card for me when neither I nor the computer is there?

It is now January 9th, almost three weeks later, and no response from Dell. So, now, in my spare time, I will write Dell's executives, and see if CBC's Market Place is interested in investigating Dell's terrible service.

When I bought my first Dell laptop more than 20 years ago, Dell had great service and products. Sadly, this is no longer the case. All departments, whether it's Sales, Tech Support, or Customer Care, are woefully inept and bureaucratic.

Dell is the worst and my experience with technical support has been a myriad of missteps.

1. My roughly one year old laptop died - likely because of poor components

2. Upon calling Dell, their recommendation was to send the laptop back to them to fix even though they sold me in-home service support; I went with in-home service

3. In-home service technician is only provided ONE part, so if that doesn't fix the issue or if Dell sends them a lemon, then you're out of luck again (on the bright side, in-home service was pretty quick taking only 3-4 days from time of call to Dell)

4. I tried to get a hold of my "case manager" via email (they don't leave call back numbers). She told me she would call me on the second day. On the second day, no call. On the morning of the third day, I receive an email from her saying she was sent home sick. Thanks for wasting my Saturday night waiting for your call.

5. I decided to just call support back instead of waiting for my case manager. Since in-home service couldn't fix it, I decided to just let Dell handle it. I asked the rep how long it would take if I sent it to Dell and she quoted 7-10 days. I asked if this could be expedited because of what happened to me with my case manager and she eventually got approval for 3-5 days. Keep in mind this is right before Christmas, so I was concerned it would take longer. I probed more asking when the 3-5 days starts and she said "now" and that no, the Christmas holiday would not impact the number of days she quoted me. I clarified the process of receiving a box from Dell and using it to send my laptop back via FedEx.

6. Two days later, Dell's box arrives at my apartment. I package my laptop and take it to FedEx. FedEx tells me they can't ship the box because the box Dell gave me is not sturdy enough. They then ask me to pay $10 to repackage the box for sending or if I want, I can go home and repackage it with a box I own. Considering it's the Christmas holiday and not wanting to waste time, I pay the $10, thinking I can have Dell refund me for sending me a bad box.

7. Dell profusely refuses to pay me $10, saying it's not their problem even though they are the ones who sent me the box. I threaten to never recommend or buy Dell products again and they nonchalantly say "sorry to hear that."

8. It takes Dell 2 days to send me a box, 4 days to receive the package, and another 3 days to fix the laptop (already greater than the 3-5 days turnaround I was told). Dell sends back the laptop and it's expected to reach me in 4 days.

9. I already had the day off as part of New Years, so I decided to stay home and wait for FedEx to deliver my laptop so I can make sure everything works. It quickly becomes 6 pm and the status in my app still says "expected 8 pm." I finally go to FedEx's site to see the full status and it says "Delivery Exception" and "Incorrect Address."

10. I call Dell immediately and find out they FORGOT to put my apartment number on the address. Remember, they had correctly sent me the box to my apartment before. I ask them to reroute it to my work address since I won't be off to sign for the package. I then ask questions about what will happen because FedEx's site says they are going to ship it all the way back to Texas (it was in California), which would take them 3 days to do. The rep assured me that FedEx would get the updated address and not send it back to Texas. I ask to speak with a supervisor.

11. Supervisor is useless and doesn't take my feedback. He tells me that "ownership" is one of their values and that my feedback will help change the system. I told him I don't have much faith in what he's saying and that the incorrect address has been the latest stumble in a long list of stumbles by Dell during this experience. The supervisor tells me I can't ask for a "concession" until after I receive my laptop back and the case is closed. The best case scenario he has seen is that they can give me a coupon worth up to $50 for Dell purchases. He's non-committal if that would happen and doesn't even know if I would get the $10 refunded to me.

12. Low and behold, FedEx does send the laptop all the way back to Texas. I receive one of the status update emails from my case manager saying the laptop was sent back to them in Texas because *I* asked to have the address changed. You have to be KIDDING me. Dell messed up the address in the first place. I'm completely livid.

13. Unknown... who knows when I'll get my laptop back or if it'll even be properly working. I imagine there will be another problem along the way given how this experience has been so far. I almost want to buy a different laptop at this point, but I don't know if anyone is really doing it all that better. 2016 had to leave me with something a little more personal.

The screen of my brand new XPS13 - 9360 laptop lasted only 6 weeks!! I contacted Dell for support and was told just send it back and pay the price for a new screen cfor which they quoted me nealry € 800,00!! Zero trouble shooting!!! Never ever a Dell again!

My laptop lasted only 1 year and 3 months!! I called Dell today for support and was told just send it back and pay the price...zero trouble shooting!!!

Dell are the world... They formated all my data's saying notin will happen...and its costing 49k to recover....they are helpless ...and they just sell the product after that they won't even care ....worst ever seen dell just close the company and just got lost..y

I bought a refurbished dell 7568 that died after 4 hours. Called to get a replacement and was told they had none(truth is the price discount had ended but they had plenty), was told that they should just refund my money immediately rather than wait for stock. I said fine. Two days later no refund so I called and was told it would take 30 days from receiving return. They got the return 1 day later. Exactly 30 days later I got the refund.

Absolutely unacceptable, holding peoples money for 30 days after return of defective unit. I am reporting them to the attorney general and will NEVER do business with Dell again. This is behavoir you would have expected from a company 20 years ago. I gave my money to asus instead.

Dell's "customer service" does little to serve the customer. They are incapable of answering any questions on order status and seem to just keep pushing you off 24 hours. I contacted them three days in a row. Each day they say the will know more in 24 hours and have no information at this time. This is now day 4 - still no info. They keep saying I will get my product, it has been a month. I ordered a computer for Christmas and it is now four weeks and looking like I won't get it in time. I am blown away that in this decade a company like Dell can't figure out how to deliver. Beyond that the customer service department gives you no answers. I could have purchased from a company that was built on ideas from at least the 1900s that you can build a product within a reasonable amount of time and get it to the customer or at least tell the customer it won't make it. I was told I would get this laptop by December 5, then December 19, then no idea. Will never purchase a Dell again.

Trying to buy an Alienware laptop
Contacted live chat for some info...went nowhere
rep was talking in circles and saying half-completed sentences..I had to guess what is he/she/it is going to say.

Will never ever think of buying Dell products again.

Here is my latest dealing with Dell. I purchased a new desktop from Dell, through their web page, and I directed it to be delivered to my daughter who lives in a different city than me. I payed using PayPal, and PayPal immediately called to ask whether the transaction was valid, and I told them yes it was valid. Then I saw where the desktop, and separate Monitor had been shipped and looked at the tracking info to see when it would be delivered - it was about a 10 day delivery time. Over the weekend Dell sent an email saying the order was being held due to a security concern, and I was not home to see that email. They said it was a last notice and if I didn't call them, the order would be cancelled. I saw this email on the day the computer was to be delivered, and looked at the tracking, and it showed the boxes were damaged and were being sent back to Dell. I called Dell and they said it was my fault and there was nothing they would do about it, not even reship the exact same boxes. They claimed they called numerous times, which they never once called unless they hung up when the answering machine answered. They also claimed they sent multiple emails, and the only one I received was the "last notice" one that when I did see it, I called them.

I can't believe that Dell doesn't keep in contact with PayPal if they use them as a payment solution for one, but also, if they had questions about its validity, why would they ship it in the first place? When I see a single email claiming it is a last notice on something, my first take is that email is a fraud, and I will not respond to it.

Perhaps I am lucky that my daughter didn't get the Dell product if this is how bad their customer service is simply trying to buy something from them. I had moved away from Dell in recent purchases, but went with their product as it seemed a good deal, but never again will I order anything from Dell. I've been looking for a reasonable email address to write to them as well, but feel if I use their customer support methods I will just get the same people from India replying with illogical explanations, and at this point, aside from waiting on a refund, I don't care if they go out of business.

If you are going to buy a laptop, go to a store, I ordered online and it never came, I called customer service to report that the laptop was not delivered after a few days of the estimated delivery date. When I called the first time and asked for a refund they told me 48hrs, after 3 days, and no refund, I called again and they said 15 days, after 18 days, still no refund, I called again and they said 15 more days; I asked them why I had to wait so much, and all they said is that they have to make an investigation why the laptop when missing and they have to wait for the laptop to be back at the warehouse before they can summit a refund, I told them that a refund is only a wired transfer and should not take more than 48 hours, this is not the first time this happened, I ordered before with other companies and they refund me in 48 hours; btw I'm still on hold 10/25/16 for 30 min already.

I will never buy a Dell again; hard drive failed after 5 months. After paying a computer repair place to diagnose my computer and being told I had a faulty HD was bad enough...but then to have to weather 8hrs of MY time on the phone (on MY WEEKEND!!!) with customer service doing the same tasks over and over again to no avail was a total waste of my weekend and then top it off when I called back on Sunday you wasted another 2 hrs of my time before I you finally agreed that the HD was gone....DUH!?!?!? that is what the diagnostic told you repeatedly but no you kept trying and trying to get it to work even after a clean install (that of course never worked) And this was after I lost contact with one supervisor (she never called me back) and then another who wanted to go through the process all over...yet again. I finally refused and demanded a replacement. That conclusion was already in your notes but you still kept insisting that I perform stupid repetative tasks. I bought a Dell for the good warrantee but now I see that your company is like all the rest; the customer is always wrong and stupid to boot. Plus, you insiist on using outsource customer service who interrupt continually and have limited understanding of the English language and very difficult to understand. Totally sucks...will go with Apple next time around. Very, very disgusted and unhappy with the customer service. But Dell doesn't care about anything but $$$ Really...how much was one frigging hard drive!!!

I just received our new PC from Dell and once again, no license key for Microsoft Office. I purchase all PC's for our small office. Of the last 3 PC's purchased with Microsoft Office, NONE included the license key. This creates a big problem as the PC is virtually useless in our office environment without Outlook, Word & Excel. So after waiting for the PC to arrive, I now have to wait another 3 to 4 business days for the licensing key as they WON'T provide one over the telephone or via email. I'm not sure what their racket is. Maybe they are hoping that you would forget that you paid for the software and buy it again. When this happened the last time I promised myself that my next purchase would be through HP. I decided to give Dell one more try. This was the last purchase through Dell.

Costumer service sucks, they told they call me back,,,never call me ,,,sucks

Right now I'm sooooo mad I just want to bang an Indian head in. Get ready to be bent over so they can give it to you good. ðŸË? 

WARNING to all potential DELL buyers in India - It appears that DELL is offloading its old stock in India through CompuIndia. I bought a Laptop in July 2016. Shortly after purchase it started giving problems. I tried contacting the salespeople in DELl. They are evasive. Dell support says that machine was sold in 2014!!! I have invoice for 2016. The machine is showing OUT OF WARRANTY and here I am writing this post hung high and dry!!! I also lost other offers like back to college and extended warranty which was offered at the time of purchase. Anyone needs to validate my invoice please write to me

My boyfriend bought me Dell Inspiron 5459, it took me a month to think about it..brand, specs and everything...i was so excited because this is an advance gift for me...unfortunately, all those excitement turned into disappointments..when i got home i've checked that the screen has white spots...or i can say a white shape like smile...i called to the store, a day after i purchased the unit..authorized reseller of dell and they adviced to call dell...when i called dell,it was 1 hour call they just made technical things obviously it is defective unit...they wanted me to send picture of screen, and many more as their procedure for processing of return...this really stress me...and now i made conversation to the store that they must be the one who will negotiate or i believe that there is 7days return policy....they gAve me 2 option to replace the LCD monitor...or i will wait for 2 to 3 weeks for full replacement...sadly a laptop which i didnt use yet will be replace a new part...i have no choice because i have to leave this country in 10 days cant wait for 3 weeks more...i trust the brand...but i didnt expect to have this kind of stress...

I bought an Alienware 17 R3 at the end of June and received it around July 10th. But because I was extremely busy in July (taking three courses this summer and my landlord was selling where I used to live so I had to house hunting and move etc.), I didnt use the laptop much. But it kept giving me blue screens almost every single day since I started to use it. I didnt expect this new laptop was defective and thought it was just some sort of software issues and could be fixed once I ran the Dell System Test because unlike the "traditional blue screen" where the computer totally freeze and you can only press the power button, the "blue screen" Alienware gives says "Your PC ran into a problem and needs to restart etc.". The laptop became laggy last week so I downloaded the Dell System Test and tried to fix the problem myself. Before I ran the software, there's no message or warning says if you doubt there's problem with your hard drive you should NOT run it, so I ran it, and the primary hard drive died and I lost all my work, study and research materials. And yes I did not back up, I mean, I havent get a chance to ran any big games on it and I only used it at home, if it was you, would you expect a hard drive failure? So I contacted Dell the 2nd day, I told them this laptop is so obviously faulty at the first place and I hope 1. they can fix the laptop and recover my data; or 2. just return this defective laptop for me. Dell replied saying the only thing they can do is to replace the dead hard drive for me, nothing else. If I wanna recover the data, I have to go find 3rd parties and pay the costs myself. And returning the defective laptop is not an option.
I mean, if i changed my mind after 30 days of purchase, of course Dell can refuse to return it. But this laptop costs $3500 and they sent me a defective. I trusted this brand and was really busy so I didnt use the laptop much now it became their excuse to refuse to return the defective product. There are ways to recover data from a dead hard drive but Dell refused to help either, neither are they recovering the data for me nor are they paying for my costs if I ask a 3rd party to recover it.
In conclusion, do NOT trust Dell and Alienware. I paid $3500 and all I got is a defective laptop which lost all my work, study and research materials for this summer. And Dell thinks I deserve it simply because I trusted the brand and did not return it asap!

I contacted Dell Customer Support today with a printer issue and the support representative was VERY RUDE to me and actually hung up on me. So therefore, since I couldn't verify the problem if I have to replace it, I WILL NO LONGER PURCHASE any DELL products. We have about 20 Dell products plus printers in our company. I AM VERY DISSASTISFIED!

I needed to replace a laptop charger. After finding the charger on Amazon, I wanted to speak with a service rep. to determine if the amazon charger was correct as it says it's sold by "Dell", but no chargers on their direct site were near that price. After a long conversation to verify the computer model, I asked again why it cost more. He said they cannot guaranty third party parts. When I asked if the "Dell" on amazon wasn't actually dell, he told me that would depend on me. Thanks for the help.

I have done business with Dell for many years. I have also directed the business of my customers to them. I was impressed with the courtesy and knowledgeable support I always received through Dell. Recently, however, my opinions have changed. I don't know what has caused such a tremendous turn-a-round, but support is now at the bottom of my list! I have tried several times to give them a chance to redeem themselves following disappointing support experiences but each experience seems to get worse! They are often rude, extremely unhelpful, and lack necessary knowledge base for their position. So disappointed in Dell.