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Vince of Murrieta CA (05/15/08)
I purchased My XPS 700 computer in July of 2006, I did alot of research to make sure I knew I was getting the system that I wanted. I decided to go with Dell because I had heard good things about them in the past. I wanted to purchase a computer that was able to run in ( SLI MODE ). My sales man told me that the system I was purchasing could run in SLI if I got all the equipment. It is now almost 2 years later and I am now setting up my computer to run in SLI MODE. I soon discover that there is a piece that I never recieved from DELL that I need in order to run my system in SLI MODE. That Piece is an SLI BRIDGE its a small connector piece that will connect 2 graphics cards inside a computor and run them in SLI MODE.
After doing more research I find out that the bridge ALWAYS ships with a motherboard if you buy a motherboard seperatly from a manufacturer because they set the size of the and length of the card slots that the bridge needs to connect too. I then called Dell and they told me that they only ship the bridge if you purchase 2 of THEIR graphics cards. So not only did I spend alot of my money on a DELL computor but they also take it upon themselves to block me from ever buying a graphics card from Anyone besides dell. I asked the dell rep what if someone buys 2 graphics cards from a retail store like best buy or circuit city. He then tells me that they would not be able to run there cards in SLI MODE, or that they might find a SLI BRIDGE on ebay, but it was Dells policy to not sell the bridges seperatly and only to people who purchased 2 dell graphics cards.
So in conclusion my issue is that Dell is holding a small but critical piece RANSOM from there customers in order to force them to buy there graphics cards from Dell directly. So here are some bullet points + SLI Bridge ALWAYS comes with a motherboard manufacturer. + Dell does not ship the SLI Bridge with there SLI Computers unless the customer purchased TWO DELL GRAPHICS CARDS. + Customers who purchased an SLI READY Computer from dell but only wanted ONE graphics card so they could update to SLI in the Future DO NOT RECIEVE the SLI BRIDGE. + Dell does this to force customers buy Another DELL Graphics card.
I paid for an SLI READY System but I cannot utilize this feature with out paying for MORE DELL HARDWARE. When I should be able to Make a Consumers Choice and choose where I want to buy graphics card, what brand, and make my own dicision based on price, quality, store, and warrenty options. I cannot do this because DELL is holding the SLI BRIDGE RANSOM to Force me to buy a DELL GRAPHICS CARD.
Carroll of Provo UT (05/13/08)
I ordered a new computer less then 12 hours ago. I had serious doubts about what I was buying, so I called to cancel my order. I talked to 7 people within an hour. None, of which said they could help me. Finally got through to customer care, who told me it was too late to cancel my order! One the order has not shipped, or been built yet, but they can not stop the order from being shipped out to my address.
I was told that once I get the computer I could return it for a full refund minus the restocking fee. Makes alot of sense huh? PLEASE! PLEASE! do yourself a favor and never deal with DELL! build your own, or have it built at a local computer dealer that has a good reputation. Or buy off the shelf, never from DELL.
No real loss, just about two weeks of my time and that long to see my money again.
Greg of Tewksbury MA (05/13/08)
I placed an order with Dell for 1 laptop for my company, I am a small business less than 10 employees and I want to judge the quality of Dells laptops. Once the financing was APPROVED and the order was placed, I logged in a week later only to find that the order was canceled because my account could not be verified. I do not know exactly what that means because no person at Dell could tell me. I am just ticked off that I had to go to their website to see this and was not notified earlier by Dell.
There customer service is one of the WORST I have ever experienced and they have an arrogance about them that is something else. I would like to see them looked into as to the way they treat present and future customers. I feel mislead and extremely aggravated as to the way they treated me.
Time was wasted due to the lack of communication on Dells financial services side. My consultants will NOT have laptops for an additional month or two.
Greg of Tewksbury MA (05/13/08)
I placed an order with Dell for 1 laptop for my company, I am a small business less than 10 employees and I want to judge the quality of Dells laptops. Once the financing was APPROVED and the order was placed, I logged in a week later only to find that the order was canceled because my account could not be verified. I do not know exactly what that means because no person at Dell could tell me. I am just ticked off that I had to go to their website to see this and was not notified earlier by Dell.
There customer service is one of the WORST I have ever experienced and they have an arrogance about them that is something else. I would like to see them looked into as to the way they treat present and future customers. I feel mislead and extremely aggravated as to the way they treated me.
Time was wasted due to the lack of communication on Dells financial services side. My consultants will NOT have laptops for an additional month or two.
Carrie of Loudonville OH (05/12/08)
I ordered a new Dell Desktop xps 210 computer around christmas 2007. I wanted the newest version of Roxio Digital photo and video editing Dell had to offer, and I paid for it to be installed with my computer. I received the computer with Roxio Creator DE version 2006 installed. I ordered it at the end of 2007. It did not work. I kept getting error messages so I called Dell.
The name of the version dell showed being installed was Roxio Creator LE. It was not installed. BUT, I received a sealed Roxio Creator & My DVD 9.0 DE disk WITH the computer in te box and all it's components. All three versions and none of them work. Since, they have sent me a total of 5 more versions and none of themwork. They are all for Vista Software and I am using Windows XP. Dell claims they do no have any software compatible with my computer that is only 5 months new. On Dell Website they show XP Compatible version of Roxio being available, they will not help. I paid for a product I cannot get to work.
Money loss
Gregg of Orem UT (05/12/08)
$1,196.82 DELL CATALOG SALES is the charge from Dell as shown on my bank statement. We never bought anything from Dell in October, yet Dell refuses to give our money back because they cannot find any record of purchase either. So, we are stuck with a $1200 charge. Also, because Dell outsources their customer service to India, it is impossible to reach someone that can communicate clearly in English. After 20 attempts to reach an American, I am resorting to filing this complaint. We are pursuing other legal advice because if it has happened to us, I am positive that it has happened to someone else, and we are not afraid of joining in a class action law suit against Dell.
I am extremely disappointed in Dell. I love their computers, but their customer service is terrible. I am also disgusted that they kept our credit card on file from a previous purchase that we made last year. What company files a credit card then randomly charges it and then refuses to refund it. We have reported this to the BBB, but the person I was dealing with basically said tough luck and the file was closed with the BBB. I do not accept this, and I won't accept it until I get my money back.
$1,196.82
Cheryl of La Grange Park IL (05/12/08)
On July 23,1007 I purchased a laptop for my daughter starting college. It was the new Dell inspiron 1521 in the pink color. After receiving it 6 weeks later, it did not work right. They sent another one 2 months later, it did not work right. Another 6 weeks later we received another, again it did not work right. So finally the 4th one they sent worked right.
After using it and downloading different programs, she noticed on the bottom it says refurbished I contacted dell (Irma Sanchez) and she told me this was written in there policy and quoted me the paragraphs. It does state that if the product or part is not available that they can use refurbished parts but how can they send out the whole laptop refurbished when it was a new item in July 2007.
I paid full price for a laptop that was new to the market in July 2007. Now I have a refurbished laptop that I could have bought for $200-$300 less.I feel Dell cheated me and should at least adjust what they charged me for a new laptop, to the price of a reconditioned laptop.
Lori of Pine Island MN (05/12/08)
I purchased a Dell XPS 410 desktop in April 2007. 3 wks after the 1 yr warrenty ran out, the system failed to boot up. Took it into a computer repair shop & they said the hard drive is shot & this is unusual since the system is only 1 yr old & quite a coincidence that the warrenty just ran out. They told me to contact Dell to try & get them to support their product. After over an hr on the phone & multiple transfers to techs that didn't know what was going on even after giving them the case numbers I was told to reference...1 tech said that I could pay for an extended warrenty since I was only 3 wks past the expiration that would then cover my harddrive replacement. I thought a solution was in sight.
I get transferred again & have to give all my info AGAIN & repeat everything that has transpired to then be told that no, your warrenty is expired, you can't buy any extension & we won't help you..too bad. How frustrating & a total waste of my time. You can't even contact Dell to give them feedback on their lousy customer service or product, their system doesn't give you that option. I expected to get a few yrs of use out of a PC before it needed major work. I'll never buy a Dell again. My employer has a program for employees to buy Dell computers & I plan to let them know of my experience & to discourage any of my colleagues from buying a Dell through this plan. I hope they consider disscontinuing this program with Dell.
I had to pay over $200 to get this repaired & spend over 4hrs reconfiguring my PC. I also lost some files that I didn't get a chance to backup before it started failing.
Robert of Temple TX (05/10/08)
I'm posting this partly to vent and partly to share a horror story and maybe save you some of the same. Also, if any of you own stock in Dell, SELL IT! Monday, 5 May: I ordered a Dell Laptop and got a confirmation of order and notice of shipment within about 2 hours and that a tracking number will be provided as soon as available. It'll be here Wednesday or Thursday at the latest. Tuesday, 6 May: I go to the Dell customer order page for my order to get the tracking number. None has been provided. It's been about 10 hours since the order was shown as shipped. All day Tuesday I keep checking the order page to get a tracking number but none appears; so late Tuesday night I go to the Dell customer service page and provide information and request a tracking number.
Wednesday, 7 May: Checking the Dell order page, I still find no tracking information AND no response to my inquiry through the Dell customer service process. Throughout the day, I check the order page for a tracking number update and none is given (it STILL hasn't been updated 4+ DAYS later). With no update in 48 hours and no response to my inquiry in 24 hours, I place a voice call to Dell Customer Care. Of course, the call goes to India and I get all kinds of caring responses assuring me that the CSR will take personal responsibility to solve my problem; however, no tracking number is forthcoming and no one can tell me why. Thursday, 8 May: Checking email I discover that a Dell online customer care representative dealing with my online inquiry has found a tracking number. He/she provides it and the information that DHL is the carrier. I follow the link to the DHL tracking system, enter the tracking number and discover that the anticipated delivery date is YESTERDAY!
I read further and find that the package has been shipped from Dell in OH to the DHL facility in Waco, TX (just 40 miles away) and that the package is on the truck out for delivery. I stay close all day except for a doctor's appointment. I left a note on the door to DHL telling them that my next door neighbor will accept and sign for the package. I return an hour later to find that no one from DHL has been to deliver. No 'you weren't home' sticker was on the door. The next door neighbor - who was home all the while - never saw anyone. I check the DHL tracking page to find that the system shows that no one was available to sign for the package and it was being returned to the Waco depot and a second delivery attempt would be made the next day, Friday.
Friday, May 9: I call DHL customer service first thing this morning to be sure they are still planning delivery today and to ask for a not-earlier-than time of delivery. I was assured that it would be delivered sometime between 2:00 and 6:00 pm today. I checked the tracking page again and find that there is no change in information since yesterday - no indication that a second delivery attempt will be today. So I post a note on the door to DHL assuring them that I am at home and to be sure they deliver the package. No one comes. About 5:00 pm I call DHL customer service again and am told that Dell has instructed them to return the system to Dell. When asked why, I was told that no reason was shown. I point out that no delivery attempt has been made despite what their tracking system shows and suggest that they have a less than honest driver. The CSR admits that no delivery attempt was made BECAUSE DELL HAD ORDERED THE PACKAGE RETURNED TO SENDER BEFORE ANY DELIVERY ATTEMPT WAS MADE!
I made 6 calls to Dell today - reaching their Indian headquarters when the corporate HQ is only 38 miles away in Round Rock, TX - only to be told that the best they can do is ship a new system that will be delivered in 16 days! On one of those calls I was place on hold for 40 minutes - actual call timer - while waiting for a referral to a customer care manager. While on hold, I logged into the online customer care chat to see if I could get a case or reference number. I was unsuccessful; so I terminated the voice call after 47 minutes - to INDIA - and placed another call and insisted that this time I must have a case reference number before going any further. I was given one. The CSR could only promise to replace my order in 16 business days.
I found the customer service escalation site and provided all the numbers and wrote a diatribe similar to this one and was promised - no doubt by a Dell computer - that I would receive a personal response within 24 hours. That remains to be seen. The reason I ordered this system in the first place is because I knew that it existed in the Dell Outlet inventory and could therefore be shipped within 24 to 48 hours. They were able to get the system from OH to within 40 miles of its intended destination. Sell your stock in Dell and DHL!
While the consequences are not serious for me, I hope that by posting my experience that they will be for Dell. I'm about to embark on major surgery that will require that I be bedridden for about a month and unable to use my desktop system. I was planning to use the laptop to help during my convalescence
Keith of Oxnard CA (05/10/08)
I ordered a digital camera, lens, memory card, case, etc. for my daughter from dell at the end of March. The camera and case shipped the first week of April, the lens and other items shipped 7-10 days later. My daughter lives in Oregon....She contacted me to advise that the lens did not fit the camera. I told her to contact DELL and find out how to return the lens for exchange or credit to my account.
She contacted them (the sales people) who told her to contact customer service, which she did (had to leave voice mail several times) with no luck. She then emailed them numerous times and aske me to make contact. I tried calling several times with the same results. I finally called the sales person (EXCUSE ME,PROFESSIONAL) who had assisted me over the phone...again couldn't be reached (I left a voice message..never got a return call).
We have emailed and called until we were blue in the face with nothing positive happening. All we wanted was an exchange or credit...we evan offered to pay any restocking fees. Now we are getting it has been over 21 days since your purchase, therefor DELL will no accept any return on the lens. What the heck people...we were trying to handle this before this 21 day period evan started and now we are stuck with a camera lens that we can't use. They were happy to take my money (charge my account), but when it comes to CUSTOMER SERVICE..there is none.
Having to pay for something that I don't want and won't function with the equipment I purchased.
Nibhanapudi of Bangalore OTHER (05/09/08)
I purchased a DELL Inspiron 6000. However, I purchased the Laptop using my Credit Card. Less than a year after I purchased the Laptop, the LCD display became defective. It displayed vertical lines of varying thicknesses and colours. At the beginning they were not causing much problem but soon they occupied more than 70% of the screen and it was impossible to use the display. While this defect was developing, I was on a long international tour and could not contact any DELL Service Center. Eventually when I returned to Bahrain where I was stationed for a reasonably long period, I was told by the local DELL dealer that the Warranty had expired and that I had to pay for replacement of the LCD.
At that time I managed using an external monitor and did not pursue the matter further to have the LCD replaced. I have been in Bangalore, India for the past few months when the Laptop's Hard drive crashed. I tried to contact the DELL Service Center for necessary repair aganst payment. After advising them my Service Tag and my name, I was surprised to be told that the Laptop was not appearing in my name as per DELL Records. I was also told that unless I established ownership of the Laptop, DELL could not give me any information or provide any assistance in having the Laptop repaired (against regular payment!). I do not plan to visit UAE soon and do not have a visiting Card of the Salespersons so that I could contact them. All I can recollect is that I purchased the Laptop from a large showroom in a prestigious Mall at Dubai.
I can not he held responsible for some error that the salesperson might have made in registering ownership details with your Systems. One of your support persons said that DELL did not have any sales outlets in UAE. I am quite scandalized by these statements. If DELL has such stringent processes in place which incidentally I am not aware if any other company in Electronic Consumer durable Industry follows, it should make them known to unsuspecting customers like me who could be trapped into this kind of situations and who might have to suffer protracted ordeals besides losses due to business discontinuity.
I requested DELL via e-mail, to please investigate this matter and advise me the next steps. Obviously all this has happened due to some errors/ lapses. I would like to know who are esponsible for these, what action DELL is proposing to take and what action/ legal recourse is available to me. To this I received a reply saying This request is being closed. There is an issue with the Tags or the Account below, that prevents ownership transfer or country to country transfer. You will need to contact the original purchase country's, which is the United States, customer service or financial department to discuss resolving the issue. Once resolved you can resubmit the transfer request....
On explaining the position again and requesting thier action, DELL replied as follows: Hello, Thank you for your reply. However, there is nothing we can do for you. You did not purchase the computer from Dell and our records show that this service tag is from the US and is on hold and cannot be transferred, there is no manufacturer warranty on this item. You will need to work with the company that you purchased this from to see if there is any warranty from them that they will honor. This is being closed as transfer is not possible. Thanks,
I am an IT consultant and have some very valuable data on my Lptop. I am unable to have the disk repaired/ retieved or replaced by any one other than DELL. Local agencies do not want to touch DELL with a ten-foot-pole. DELL refuses to even talk to me
Pat of Blanch NC (05/07/08)
I just spent 45 minutes on the phone trying to reach someone to send me an instructional booklet on a laptop computer - Inspiron 1501 - that I recently bought from a private individual. I have the origional receipt that shows he purchased this computer at WalMart in Danville Va in November, 2007. I gave them the Express service code. I was told that they could email me this info and it would be sent in 2 minutes. It's been over an hour and haven't rec'd it. I'm in a rush to get this info. It's for my grandson's birthday. Please help! Thank you,
Ainka of Oak CA (05/07/08)
I need the information on my harddrive that is on the new laptop I purchased ~12 months ago that stopped working properly after less than 6 months. Dell, as usual, has ignored all my inquiries/requests/complaints about the time and money it will cost to retrieve my lost data from the 2 1/2 days that the system worked after Dell returned it to me for the 2nd time in a month. It took Dell 2 months to send me a box the first time the laptop did not work. It took 6 months for you to send me a laptop that is not the equivalent, given that it is refurbished and the laptop I purchased was new. (It clearly already has problems, the backspace button squeaks and the system would not bott propoerly the 2nd day I used it). But I have to have the time and money to get my information off the old laptop before I return anything to Dell.
Given the sense of urgency that Dell clearly did not exhibit I am in no hurry. If both systems fail to work (which I would not be surprised by) I will simply pay to wipe them both clean, sell them on Craigslist and use the proceeds to buy a Mac. I certainly will NEVER purchase a Dell product of any kind ever again and will advise everyone I know not to do so as well. Anything else Dell wants to say to me should be put in writing and mailed to my home residence.
I've lost money in my business, lost access to the details of my tax return and had to file for an extension, I still have to pay a third party to retrieve my data from my broken laptop and I spent hours on the phone with Dell in order to receive the absolute minimum of service that they provide. My most recent inquiries, as usual, have been ignored.
Mary of Fremont CA (05/07/08)
I ordered a $2000 laptop that i received at a later date than promised but the bigger problem is that the laptop they sent me doesn't work. I called the 800 number provided, and spent 6.5 hours straight (minus one 1/2 hour break) on the phone suffering through what sounds like the standard Dell treatment-multiple transfers between confused, discourteous, barely intelligible English speakers-who seemed thoroughly unable to get me to the right department, insulting me at every opportunity and sending me to every department OTHER than the one I requested. When I finally got to the correct technician/department the actual service technicians (the XPS guys)-who are located in Canada and spoke flawless English-were absolutely FANTASTIC. They were friendly, courteous, efficient-even craking jokes with me while waiting for my system to re-boot.
They quickly concluded I had a faulty motherboard and offered me three options: a service tech could come to my home and replace said motherboard, i could return the whole damn thing in exchange for a new (non-broken) laptop, or I could return it for a full refund. UNFORTUNATELY, these lovely Canadians had to transfer me back to the incompetents I'd already waded through in order to process my refund/exchange. When I finally hung up after my nearly 7 hour marathon, I thought I was in the clear and all set to receive my new unit, until I got an email telling me I would have to pay a restocking fee-as though they're going to restock a broken computer anyway, nevermind the service agreement that clearly states....
Of course I contacted Dell right away in protest of the fee to no avail. Six days, several frustrating emails and another 3 hours on the phone later and they've now RESCINDED their offer to send me a new unit and it seems I am stuck with an inoperable computer and out the $2000 it cost me. I am beyond speechless at the service-or lack thereof-I've experienced. Here I paid in full, up front, $2000 for a laptop that arrived defective and I can't get anyone to help me. This despite every Dell representative I've spoken acknowleging and accepting fault-explicitly admitting that they sent me a broken computer and yet none of them are willing/able to help resolve the issue. Instead they transfer me back and forth endlessly and with each transfer I have to spend a good 10 minutes explaining to the new person why I'm calling and then another 5 minutes arguing with them until they finally look up my case # and oh AHA! I see you received a computer with a faulty motherboard...let me send you to this other person...
And the email service is no better. By the time I'm so frustrated I accept the only offer left on the table-a service technician coming out to replace my motherboard, they reply that if that's my decision they cannot help me, I have to call the 800 number. I don't understand how they can get away with this-i get that they're not required to offer courteous or competent service but didn't I enter into some kind of contract with them in the purchase that they should be obligated to uphold? And don't they at least have to honor their service agreement? I bought a brand new laptop that doesn't work-I even shelled out the extra for the extra 4 year warranty-if they wont honor their service agreement, don't they have to honor the warranty?
I am stuck with a brand new but defective laptop that I cannot use and apparently am out the $2000 I paid for it. I am beginning grad school in the fall-which is why I spent my entire tax refund on a laptop-and I've no means to shell out another $2000 to buy a replacement. This will cause serious hardship if I have to enter grad school with no laptop.
Debbi of Pembroke Pines FL (05/06/08)
I had been checking the Dell Outlet web site for several weeks, looking for a good price on a laptop for my husband. I specifically wanted one with a built-in web camera. In the meantime, I received an email from Dell Outlet for 15% off any laptop or desktop. I found an Inspiron 1525 that had a camera for $509, base price. I added it to my cart and purchased it, applying the coupon code which brought the price down to $432. I received the computer yesterday, and the first thing I noticed is that it was not a 1525, it was a 1501.
It had no camera. The one online had said it was jet black; this one is silver. Hubby says, don't worry about the camera, the computer's fine, and turns it on. It doesn't work. A black (DOS) screen comes up and says Windows did not start normally, and then after a few seconds, it attempts to repair itself. It can't, and a message pops up that says as much. My husband tells me not to touch anything else, let's call Dell and get another one. I call them, and they tell me I have to contact Customer Service, which is cirrently closed.
This morning, I call the CS department. I spoke with 12 different people in 5 different departments, and at the end of nearly TWO HOURS on the phone (much of which was spent on hold), I was disconnected without a resolution. All I wanted was to return the broken system and replace it with the 1525 system I had originally wanted, which had a web cam and was the same base price as the broken one. I called back and asked for the Customer Service manager, whom I supposedly got, and was told that a)I can only replace like with like, i.e.: a 1501 with a 1501 even though the price is the same for the 1525, and b) (this is the real kicker), when I return the broken computer, if I want another one I WILL HAVE TO PAY THEM MORE MONEY, because the discount code I originally used had expired. They will not honor the 15% discount I used because it has already been redeemed, even though the computer it was redeemed for is broken and being returned.
In my opinion, if the computer is redeemed, the discount should be available again. So, in short, if I want to replace the non-working computer with one that works, it's gonna cost me. This is utterly ridiculous. I finally asked for and received a Return Auth # and am returning the broken laptop. I will not be purchasing the next one, or any other, from Dell ever again. It breaks my heart, because their computers are great (in my experience), and they have EXACTLY what I want.
No laptop!
Dean of American Canyon CA (05/06/08)
I purchased a Dell XPS M1530 laptop on the 3rd of April 2008 thru their website www.dell.com. I went thru the customization process. Part 3 of this process is titled Protect My Investment The 1st Step was Select My Warranty and Service which had two choices: 1ST CHOICE:Get $70 Dell Gift Card with 4Yr In-Home Service, Parts Labor- Next Day add $80 or $3/month1 Dell Recommended And receive $70 Dell Gift Card Discount Details 2ND CHOICE:3Yr In-Home Service, Parts Labor, 24x7 Phone Support [Included in Price] The default was the 2nd choice (3Yr In-Home Service, Parts Labor, 24x7 Phone Support) and this is what I chose. The next step was Select My Accident and Theft Protection which again it gave two choices: 1ST CHOICE: Add Accidental Damage and LoJack Theft Protection to 4Yr Warr. Free! Dell Recommended Save $99.99 on LoJack theft protection! Discount Details 2ND CHOICE:Add Accidental Damage and LoJack Theft Protection to 3Yr Warr. [Included in Price] Again it defaulted to the 2nd choice, which is also what I chose.
So, my laptop should have 3Yr In-Home Service, Parts Labor, 24x7 Phone Support, as well as 3 years of Accidental Damage and LoJack Theft Protection. Today, I was about to purchase another laptop as a gift for my fiancee. I wanted to buy one that was better than the one I had just bought so I decided to look at my receipt and see what I can improve. I noticed that I only had one (1) year warranty. I contacted dell immediately, first, via their online customer service. They could not do anything because they did not have the proper tools so they told me to call customer service.
When I contacted them via telephone, I explained my concern to the representative. He kept saying that all purchases have one year warranty. I explained to him repeatedly that the website's offer was for three (3) years and that no where on the customization process did it indicate that I would only be getting a one(1) year warranty. As a matter of fact, there wasn't even an option for a 1 year warranty. If I was to only get a 1 year warranty, they should've had that option. The option was clearly either 3 years or 4 years.
The representative offered no resolution nor an explanation. When I asked for a manager he placed me on hold and about a couple of seconds later I heard a click and the line had been cut off. I called three more times to try and rectify the situation. I would reach a person that asks me what my call was about and then all three times said that I needed to talk to the customer service department. They would transfer me but the call keeps disconnecting. I can never get through to a customer service person
Dell's fraudulent practice has deprived me of the 3 years warranty, service, accidental damange, and theft protection that the website states I was suppose to have.
Leigh of Saddle Brook NJ (05/05/08)
I ordered a memory chip for my pc. Three hours after I ordered the chip I decided to cancel the order because I decided I could get it cheaper elsewhere. I called to cancel the order and was told I could not cancel the order because it was a third party order. I emailed Dell and then got response at 11 pm EST that if I called within 3 hours they would try to cancel the order. Needless to say I didn't stay up to call but called at 9 am EST the next day (may 5,2008)and was told that their computer system was down. At 2pm EST on 5/5/08 I finally got through to customer service and was told again that the order couldn't be cancelled.
The order was not scheduled to be shipped until 5/6/08 yet they couldn't cancel the order. I was told that I had to receive the order then call Dell to get authorization to return the item and then I would be issued a credit. When I asked to speak to a manager I was put on hold for 25 minutes and then I hung up and called back. Once again I could not get the order cancelled and when asked to speak to a manager I was hold for another 20 minutes.
Finally the manager got on the phone and told me the order could not be cancelled even though it was scheduled to be shipped the next day. I left the call with the promise from Dell that someone from their corporate offices would call me within 24-48 hours. The truly amazing part of this is that when I asked for the corporate address for Dell so that I could write them a letter no one had the Dell corporate address. That is the most amazing and baffling part of this whole experience. How can the customer service department not know the corporate address?
No physical damage - just mental frustration trying to deal with a corporate giant.
Greg of Peeples Valley AZ (05/05/08)
I talked to Best Buy and they will be happy to down grade for a service fee plus the cost of the software. The end result is that Dell, Best Buy and Microsoft have a great thing going by putting their customers in their round about customer service program, in other words there in no end and a solution is impossible. I have made the following decisions, 1. Sell my new Dell for what ever I can get for it. 2. Even though I will have a huge learning curve I will purchase an Apple. 3. Begin to educate future customers to round about customer service. 4. Never again use the above companies for anything. Disappointed.
Justin of East Mc Keesport PA (05/04/08)
In today's digital age we all have several log-in id's and passwords, and I am no exception. I was attempting (was being the operative word) to purchase my third computer from Dell using my preferred account. Being that the preferred account phone lines were closed on Sunday, I called customer service trying to obtain my log-in information, and the agent insulted me for forgetting my information. I stated angrily You just insulted me, this conversation is over and I hung up the phone. I have notified Dell that they lost a customer and several of my friends and family members as well. I do not appreciate being openly insulted by someone I am paying for a service.
Patrick of Seattle WA (05/03/08)
I spent over $2000 on an Inspiron 1525 and peripherals. On initial order, I was told I should expected delivery by 4/18 after placing the order on 4/8. I had also ordered their PC to PC transfer function. I received repeated e-mails telling me download this utility on my old computer. They also left me a voice mail message with one of their infamous seven digit extensions to speak to them regarding this matter. I work away from my home city and was not in a position to complete the download. WHen I called the 7 digit extension on numerous occasions, I was repeatedly advised that the mailbox was full and not accepting messages. That should have been my first clue!
Having been a previously satisfied Dell customer (over 6 years ago -- before call center operations were shipped overseas) I decided to remain loyal and await delivery. When the order didn't arrive on the promised date, I called customer care who told me that there was a delay due to suppliers and they were very vague. I called three times and got 3 different delivery dates. I finally was advised that it was to be shipped on 4/23. Dell uses DHL for shipment, and they have customer service delivery issues of their own. They attempted delivery on 4/25 and left a note. This was a Saturday, so I called and requested redelivery on Monday and delayed my departure to my out of town assignment to await delivery.
They promised delivery before noon and when they failed to do so, I called them. They then told me that they had not put the shipments on the truck and that I should receive delivery by 5.00. I had offered to come pick it up that morning, but had been told it was already on the truck. As with Dell, I made innumerable calls to DHL that were never answered -- not even a hold queue! I was finally able to pick up the laptop on 5/2. When I attempted to boot it up, it kept dying. This was the first of now 13 calls over the past 24 hours to Dell.
When I called the technician, he asked me if I had dropped the laptop or something! I assured him I had not, and was insulted by the inference. I ended up having to disassesmble the memory card and replace the chips to get the [laptop] to even boot up. I spent over 2.5 hours on the phone with three technicians doing this -- one simply hung up on me. I also procured Dells PC to PC data settings and data file (two services) that I was told to move files from my old Dell to the new one (the one I mentioned above for which I called to continuously receive mailbox full notices). The settings seemed to transfer, but not the personal files.
I called tech support, and was told that I had reached hardware and that I needed to speak with software. I called the software line (I have been supplied with 8 toll free calls to Dell over the past 24 hours--all of which take you to the same annoying call router). I called software, who said I needed to call customer care. I called customer care, who transferred me back to technical support as they advised that technical support addressed issues with Data Safe PC to PC transfer (a Dell branded product). Having already spoken with half the Indian subcontinent, I received a technician who immediately tried to claim that this was a software issue and I would need to call software support. I advised insistently that I had already spoken with them and they directed me to tech support and that he needed to assist me. He very begrudgingly agreed to do so, and placed me on hold 12 times in the course of a 1.5 hour call to I need to check something. He finally logged in through remote support and attempted to activate the file transfer utility. It prompted me to enter a password, and I entered the password that had worked for the user settings transfer. It didn't work numerous times, and the technician implored me to sir -- you must think hard to remember your password or I cannot help you in a very condescedning, insulting tone. I assured him I had rememembered the password that had just worked. I attempted to reset the password, and when I attempted to use the password reminder prompt.
The technician kept imploring me to think harder. I told him that the password had worked. After one of the put you on hold events, he came back and said I should have received an e-mail confirming this password. I checked my email and showed him my inbox to confirm I had no such e-mail. After extended attempts and numerous holds, the technician returned and said that I needed to call customer care to get the e-mail. I was so disgusted I finally agreed. I called customer care, and the technician said they were about to close and to call again in the morning as the call would take longer than she could provide at that time.
After innumerable hours on the phone and a missed dinner engagement, I agreed to call customer care in the morning. I called customer care, and Rashika (sp?) spent very little time in telling me that she could not help me and that I needed to call technical support. I told her that they had advised me the night before that I needed to receive an e-mail from customer care with this password. She advised that I know nothing about this e-mail and that we have no way to send e-mail from customer care and you must called technical support. She transferred me to technical support triage. I supplied my express service code for the umpteenth time. After a 25 minute wait I was sent to desktop support, and was told I needed to speak with laptop support. I was then transferred and held for over 30 minutes to get to laptop support who once agained is now querying me did I have my password. It's groundhog day.
M of Seattle WA (05/02/08)
Yesterday I called Dell sales to ask about the Nintendo Wii. It is on the website but doesn't have an option to buy so I thought maybe I have to call to purchase. I was transferred to a representative named Iris who said she would check if a Wii is available. She left me on hold for 15 minutes. She came back and told me that there are Wiis available for purchase. I asked her what the price was, she then left me on hold for 20 minutes and never returned. So I hung up and called back to then talk with a gentleman who said that there are no Wiis for purchase.
I asked to speak to a customer service mgr so I could make a complaint about Iris. He said he would transfer me to Case Mgmt. I sat on hold for another 5 minutes to speak to a customer service rep who asked me what I needed. I told her I'm waiting to speak to a case mgr. She put me on hold for another 10 minutes and then the call was dropped.
I am absolutely furious about the run-around that I received yesterday and I will not be a customer of Dell's ever again. I am a business software analyst so I am surrounded by people who buy computers and accessories, you can guarantee that I will be retelling this nightmare of a story to all that I know and tell them not to purchase Dell products.
Kimberly of Lakeview MI (05/02/08)
The computers are the worse I have ever had!!! I received two Inspiron 6000 with the first year the hard drives went, thank goodness it happened just before the warranty ran out! With in two years the batteries die and that is after the warranty, why have a laptop if it always has to be plugged in for power! Customer service I donn't think I have enough time or space for all those complaints and their contracts our not complete!
Devendra of New Jersey NJ (05/02/08)
I had online ordered dell Laptop. 1) I placed the order on 16-Apr-2008 and excepcted estimate ship date was 25-Apr-2008. 2) it was delayed and got 2nd estimate ship date as 30-Apr-2008 3) it was delayed and got 3rd estimated date as 7-May-2008. I could view these statuses online and 7th May 2008 estimate status was present in the site on 30-Apr-2008.
But this order was cancelled without my knowledge and I got explanation from Sales Representative that order was cancelled because duplicate order done. Question1:- I had ordered 2 Laptop and both approved by Credit Company and went into the Production. In Production phase, How ordered cancelled? Question2:- Without customer permission, How ordered cancelled? By changing the estimate ship date and canceling the order without customer permission is cheating to consumer.
Janice of Melrose Park IL (04/30/08)
Monitor and keyboard ret'd to Lavergne, TN and confirmed rec'd 1/30/08. My son and I have contacted Dell in India a minimum of 30 time each attempting to resolve this matter. I've been given promise after promise that my credit card would be credited for the return but still nothing has been resolved. I have talked with managers/supervisors, told by Crystal that she would handle it personally and call me back-that was on April 10. Naturally, no call came.
Again today, I spoke with another supervisor, Hector who assured me we would receive a phone call within 24 hours as they had to send an email to Lavergne, TN, their Receiving Team to determine if/when the monitor was received as they only confirmed the tower was received. This is after I was promised that the credit would go through within 5 to 7 business days from APRIL 11, 2008. Today is April 30, the Receiving Team has had both the monitor and tower since January 30, 2008 but [have not] confirm this. PEOPLE: THINK ABOUT ORDERING OR PURCHASING A DELL PRODUCT FOR WHICH YOU HAVE NO POSSIBILITY OF EVER GETTING RESOLUTION FOR THE CRAP PRODUCTS THEY HAND US. And,,,think about it, you can only contact someone thousands of miles away. Do you really think you can live with that?
We have had to go out and purchase parts to enable my son to build his own computer. Both our blood pressure readings are much higher than when this all started. I will do all I can to deter anyone from purchasing Dell products, either in stores or on line.
Fernando of San Diego CA (04/27/08)
This is a copy of the letter I sent to Dell's Legal Dept. (certified with return receipt) As of today (4/27/2008) no response Date of purchase: December 2, 2007
I purchased a laptop XPS M1530 for the amount of $2000 and made a big mistake when I thought that rather than completing the transaction online I could help a sales representative make a commission at no cost to me. Unfortunately I was led to believe by Mr. Rinaldi that he could guarantee me the same online special offers and get the order processed more rapidly through him. In more than one occasion I inquired about the $200 gift card offered with the purchase of this system and he reassured me that indeed the gift card would be mailed to me. I sent him an e-mail on January 23, 2008 after six weeks of waiting and he responded back two days later stating that gift cards could take between six to eight weeks to arrive.
Once again I patiently waited two more weeks and eventually I contacted customer care department at his suggestion. I was surprised to find out my name was not on the list? and therefore, I was not going to receive any gift cards. The operator was abrupt and rude and put me on hold as I requested to speak to a supervisor. Eventually I talked to Mike? who told me I should contact [Dell] legal department. Once again, I contacted Mr. Rinaldi to give him an opportunity to correct his mistake and he replied he was going to fix the problem after talking to his supervisor and would get back to me that same day which of course he did not. Further e-mails to him went unanswered.
I have been a loyal customer and I have purchased several desktops from Dell in the last 15 years. Furthermore, I have recommended Dell products to family members and colleagues alike. However, I am very disappointed at this clear case of false advertising, false promises, and plain deceit. The reality is that the $200 gift card was what ultimately convinced me of purchasing this laptop as I wanted to use the gift card towards the purchase of other Dell products. I can imagine after what I have found online, that I am not the only customer referred to you by customer service. The implication that simple mistakes intentional or unintentional cannot be resolved by the customer service department but rather they need to be dealt by [Dell} legal department makes me wonder about the integrity of [the] company and perhaps [their] litigious mentality that I do not share.
However, no matter how insignificant the value of the gift card is, I am not going to let [Dell} get away with this kind of behavior. I believe in principles and Im going to pursue every possible venue until my $200 gift card is sent to me.
Preston of Youngsville NY (04/26/08)
When ordering a replacement fan for my desktop, The salesperson suggested upgrading the memory on my computer. I asked for an additional 1Gig of memory and was sent a single 1Gig card. The problem is that memory has to be installed symmetrically. When I asked for 1 Gig he should have told me I would need 2 512MB cards. I elected to upgrade only upon his suggestion. He should have recommended the correct configuration.
I have spent hours on the phone and emails trying to resolve this. I'm sorry but I have not spoken to one person who speaks English well enough to grasp the problem and offer a resolution. Years ago Dell's customer service was excellent. Now it is a pitched battle trying to get service.
William of Carrollton TX (04/25/08)
We were billed for ink cartridges which were supposed to be free. On 1/25/2008 we ordered a Dell Inspiron 1720 Laptop computer. In their offer we were supposed to receive a Dell Dollar certificate in the amount of $75.00. We received this coupon on 3/18/2008. On 3/23/2008 we used this coupon to purchase ink cartridges which were priced at $80.96 and charged the balance to our Dell Preferred Account. We printed out the completed order form from Dell showing that we did not owe them anything and that we had used our Dell Preferred Account to charge this item. When our statement dated 4/17/2008 arrived we had been charged $87.65 for these ink cartridges.
We called their Financial Services Customer Service department and were told by someone that we could not use the $75.00 Dell Dollars certificate; first because the amount of the purchase was only $74.01 (the purchase was for $80.96, very plainly stated on the computer printout of the order; second if we used our Preferred Customer account (the computer printout of the order shows that this account was used and there was no notice that we could not use this card. This was after repeatedly asking to speak to someone who could speak English, (when I asked where he was located, he spoke so poorly I could not understand what he said), being on the phone from 6:44p.m. until 9:20p.m. Repeatedly being put on hold, told that it would only be for one to two minutes and then left there for extended periods of time. Once after fifteen minutes, I hung up and called them back.
We repeatedly asked to speak to a supervisor and when we finally spoke with Gary Minhas, who did not speak any better English than the previous people we had talked to. He kept repeating that we had only purchased $74.01 and could not use the $75.00 credit. How can that be when the charge to our account if for $87.65? He could not answer this question. The total of the purchase was for $80.96 should have had tax added for $6.69 for a total of $87.65 less the $75.00 Dell Dollar Certificate for a total of $12.65 billed to our account. He also told me that now since we had attempted to use the Dell Dollar certificate, we could no longer retrieve the certificate to use on another purchase. In other words once you attempted to use this certificate, it is invalidated. I finally gave up trying to talk to them and hung up in frustration.
I then looked up the phone number of their Austin, Texas office and called that number. I at least got someone who spoke English without such a heavy accent. He at least verified that we had purchased $80.96 worth of merchandise from them. However, he told me that the Dell Dollar Certificate which we used was not valid if we did not use a debit or credit card other than our Dell Preferred Customer account. I told him that no where on the Dell Dollar Certificate was this stated and that their website accepted this charge as valid and did not state that we had to use a different debit or credit card. (We had an available credit amount of over $3,000.00 at the time all this took place). He finally said that they would refer my complaint to their corporate offices and someone would call within 24 to 48 hours.
In addition to speaking with them on the phone, I have emailed their financial service department offering to fax them copies of my Dell Dollar Certificate and a copy of the Order Summary printed from their website. My final correspondence with them was that they would answer my email with 1 business day. I believe their action is both fraud and deceptive advertising. If this is the way they treat what are supposed to consider their Preferred Customers, what do they do to the average customer? We will definitely never buy anything from them again.
What should have been free is now going to cost us $87.65 plus numerous hours and total frustration. Plus they are not going to allow us to use the $75.00 Dell Dollar Certificate for any other purchase.
Joe of New City NY (04/23/08)
On 4/14/08, I ordered a Dell desktop. The email confirmation indicated a 4/22/08 shipping date. I thought an 8 day delay strange, but even though I needed a computer, I decided to wait it out. On 4/22/08, I received an email from Dell indicating an estimated shipping date of 4/28/08.
I called customer service to inquire why such a long delay and was told there are delays getting the CPU that I ordered. I asked if I could change the CPU to one they had in stock and was told once the order was placed it cannot be changed. I then asked if we cancel the existing order can I order again with a CPU and other parts that are in stock. The rep said it would then take another week to assemble the computer. The rep became iritable as I continued to try and resolve the situation.
There seems to be no customer concern what-so-ever at Dell. I am not out any money, nor was there any hint of misrepresentation on the part of Dell. My main complaint is the way they (mis)handled my request for a prompt and fair resolution of THEIR problem.
Shannon of Brooklyn NY (04/22/08)
On 3/22/08, I placed an order for two laptops to be shipped to my neice and nephew. On 4/8/08, someone at Dell canceled my order and rekeyed it in, putting in my old address (from 2 years ago) as the shipping address. The computers shipped there. I called Dell and was given the so sorry, our fault, we'll ship out two new computers ASAP and make arrangements to get the others.
A month later, my account has been sent to their Fraud Department, I cannot get anyone to call me back, I spend over an hour EVERY NIGHT on the phone trying to get someone to help me. Most of the reps are polite, some are down right ignorant and rude.
Out 1,500.00 plus tax and interest (that's still accruing).
Ana of Kamuela HI (04/22/08)
I purchased a brand new dell inspiron laptop in Nov 2007. for $650.00. it began to malfunction immediately. I called dell to return it & was routed to tech support. After countless hours on the phone the laptop would not function properly. I had transfered all my files to the laptop hoping to create an efficient working environment for myself r data from my desktop to the laptop with the idea of giving my desk top to my son. I worked and saved for several months to purchase the laptop. Dell techs & customer support continued to route me through endless calls while my return time of 21 days ran out & then refused to replace the laptop.
Months went by without any resolve to the dysfunction of this laptop. I had taken it to two repair shops in my community and both stated that the hard drive was faulty. I again went through the Dell shuffle being routed from one tech agent to another spending countless hours on the phone, hours that I am not being reimbursed for and are better spent as earning hours not hours repairing my own computer that should be functioning properly to begin with! The latest in that a new tech agent instructed me to reinstall the operating systems which meant all my data was , whatever, I can not & have not been able to even get into the system in over a month.
I had my son with me on this call since I am now so frustrated it is difficult to be civil at this point. The operating system would not install and after the agent hung up the phone as usual the laptop frozen in the middle of installation process. An agent was to call back the following day and did not the laptop is glowing in my office stuck in frozen for two days refusing to turn off. What is of course troubling to me is the lack poor quality of this product. What is worse however is the lack of integrity and the ease within which dell gathers billions of dollars producing faulty products they refuse to back up. I am a real person with a family a community and I work hard for my money. I expect when I spend $650.00 and I THINK spend $650.00 is A LOT of money. I respect the money I earn & expect that when I purchase something it ought to work, and it ought to work for many years. The laptop was a big purchase to me.
The consequences: $650.00 for a system that does not & never did function $300.00 in attempted repairs 57 hours of my time wasted $55.00 an hours frustration irritation loss of work
Garrick of Santa Rosa CA (04/22/08)
After purchasing a Dell laptop, a Dell salesperson called and offered me a warranty for a discounted price. I accepted the warranty, but when my bill came, the price was much more than I was quoted. After calling Dell, I thought I got the price fixed, then a year later, after noticing that one of my keys is not functioning, I was appalled to find out that Dell hadn't fixed the warranty price, instead had canceled the warranty altogether, even though their website lists my warranty as effective until 2011. I have been a Dell customer for over 10 years, but never again.
After a year of thinking I had a warranty, I'm now stuck with paying for a new keyboard that I thought I had covered all along.
Teresa of Ashby MN (04/22/08)
I sent my Inspiron 9200 to Dell for a repair when the screen went black while still in warranty. On March 18 it was picked up by DHLin a box shipped to me with a preaddressed label and shipped to Dell in Memphis TN where it was promptly repaired and shipped out on March 19th. On April 21 I still have not received my computer. After three calls, approaching three hours in duration I was told that my computer was shipped to an address that I lived at three years ago. It was then sent to a DHL warehouse in Miami where it sat in lonely silent for about three weeks. During my first lengthy call to Dell Tech Support, I was transferred to Customer Care who told me I needed to talk to Tech Support and was eventually transferred back, After more and more time on hold it was discovered that the repaired computer was sent to my old address by mistake and that I would receive it in two days. Even after the hour on the phone I was grateful for this information. When my computer did not arrive on the day that Dell assured me that it would, I again called the tech support number and went through the confusion of being transferred back and forth betweeen tech and customer care.
After a lengthy hold time I was told by Jim at tech support that unfortunately paperwork needed to correct my shipping address had not been completed by the first rep I talked with and it would now be taken care of. My computer would now have to be shipped from DHL in Miami back to Dell in Memphis before it could continue on to me. I would told by Jim's supervisor that I would receive my computer on Monday 4/19. On Monday afternoon the odds of my computer arriving were slipping away and again, for the third time I called Dell Tech Support, was subjected to the delays and transfers between tech support and customer care. This time I was told that the computer would be arriving at Dell that day and that I would be receiving it in probably two days. Howver, they could not give me a tracking number for this shipment. I was also given a sales pitch to buy an extended warranty for my system, which expired during the time that my computer was in Miami.i declined.
During the third call, while on a long hold time, I told my husband later, I just about started to cry. This experience has been so frustrating. In the past 5 years my family have been good customers for Dell, purchasing two notebooks and three desktop systems and hundreds and hundreds of dollars of ink. Dell, unfortunately does not provide the kind of professional customer service that should be expected of it. Apparently Dell's management doesn't care but they have lost one family of customers for good.
As a content writer for a large website the month without my notebook was frustrating but I used other computers when I could and finally bought a small ASUS eee out of necessity. It cost just over $400 but without it I would not have been able to write and submit articles for my job.
Mark of Nevada MO (04/22/08)
My wife and I bought a new Dell Inspiron 1420 3 months ago. We had an accident to where water spilled on the keyboard. The laptop cost us $1,200.00, and now on sale for $450.00.....go figure. Anyway, since we did not buy the accidental warranty coverage, we were given a number to call for out of warrant damage. After emailing Dell and getting a case number, that man responsible for talking to us was Mathew. I was asked to call Dell and give them the nature of the accident and to go over repair procedures. While on the phone with Mathew, he explained the the most it would cost me would be $438.00, and if that was the case, they would just send me a completely new PC. He said that the service was prepaid and that they would need the $438.00 up front and would not be debited to our account until DHL brought the return box and picked the unit up.
I repeated myself twice to everything Mathew explained to me, because I know that they record their conversation if needed for future referance. Twice Mathew told me that I would not be debuted until the package was in the hands of DHL, which in turn would mean Dell had possession on the unit. DHL came by our home while we were away and dropped off a return box without picking up the laptop. That night, while checking our banking account, we noticed that Dell had went ahead and debuted us the $438.00. My wife and I have been on the phone with Dell for a week now trying to get them to refund us took unlwfully from us. They were hateful the first time we called them, so we decided to persur other avenues for repairing the unit. Mathew is nowhere to be found and if you ask for them, Dell goes into this spill that there is several men with that name, but in all reality, it may just be a name, but there is a employee number attached to everything, I can assure you of that.
Last week we were told that the refund would be back to us no later that yesterday 2-21-2008, then after it not being there, I called last night and now they tell us it could be another 5-7 days. I asked, is there a business office i could talk to, and if you checked the records, the guy on the phone said, no! I asked, is there a credit card debartment I could talk to that responsible for issuing debits back to customers, hes said, no!, and that nobody really know who does the debuting. So we still dont have our money, my laptop that is 3 months old is sitting here looking at me, and we hate Dell. This was our 3rd computer from the. What is their problem?
Here's what we think should happen to those lying robots they call employees. We should not only get a replacement computer, but they absolute, most awesome, tap of the line, loaded to the gills laptop that Dell has to offer. $1,200.00 is very hard for my wife and I to come buy, and we did this, because I am a on-line group owner for suffering Americans called Broken Road Survivors, and I needed the top of the line computer to take care of my fellow brothers and sisters.
This has hurt my wife and I. We put our trust into large companies and expect them to be honest and willing to go the distance to keep customer satisfaction a number one priorty. Somewhere in the mist of very large profits, Dell seems to forget who is responsible for such profits, the American public, just like you and me. This give all large companies a bad name somehow, because when word like this gets out, and Im sure I am only one in many, maybe thousands, that have just had to take it because companies like Dell are large and you just cant fight them. Someone who knows the law can hit companies like this where it hurts, but then again, even lawyers know that litigation ties a person up for 2 years or more.
Joana of San Antonio TX (04/21/08)
Last month I purchase a m1530. A few days after receipt, it started omitting a burning odor. I called dell and scheduled a return. I was told that I would receive a credit once the return had been received. At that time, the sales person talked me into reordering the same system because it was about $250 cheaper. Instead of refunding me for the return and billing me for the new order, they processed the whole thing as an exchange and billed me the higher amount. I called and explained I had five pieces of proof that the item was a return, not an exchange.
1) I spoke to a sale person, Patrick, who promised me that he would note the account 2) I spoke to the supervisor, Lauren, who also promised that it would be handled as a return. I was told that the notes would be left on my account 3) The order was on my dell prefer account page when I logged in 4) I have an email confirming that the item had been RETURNED and I would receive a credit for my RETURN in 7-14 days 5) I have an email confirming my new order for the second computer I purchase.
The people in customer service keep talking in circles. They say that despite the notations on the account and emails confirming an exchange, they will not honor the original, written, agreement. What do I do now? I know I can file something with Consumer affair, but what else can I do? I cant believe there no way to make contact with corporate. Dont they care about customer satisfaction? Who is overseeing the customer service department?
I was over charge $265.79
Julie of Houston TX (04/21/08)
We bought our 5th Dell computer for my mother-in-law who is deaf and uses the computer as her means of communication and it is our means of communicating with her. The computer worked for 5 days and then quit completely. We have spent 2 weeks calling Dell customer service (in India) trying to get a replacement sent out. No luck. We do what they ask and nothing. The communication barrier coupled with they can only read a script does not work.
Then I just tried to send the entire computer back and get a refund. They said they emailed me the RA# but I never got. I have called everyone I can think of, tried the number at headquarters only to be routed back to India. Now it looks as though I am out $800+ because they will not help. They used to be such a good company. I am writing this on a Dell laptop. Never again. My next will be MAC. I can't believe a company like Dell takes your money and then refuses to help.
I am out $800+ and have to buy another computer for my elderly, deaf mother-in-law.
Tracy of Bayside NY (04/21/08)
I purchased the XPS one as a gift for my husbands birthday. When it first came out of the box we had problems. I called Dell and a repair person came to the house to replace the optic drive. I have a fan problem where it continously runs and the computer will not shut down as it should. I have spent many hours on the phone with customer support. They transfer to person to person. I now have had my problem escalated and a person has been given my case. He left one message and I have tried repeatly to call him back and he doesnt return the call. I spent 2,810.59 on a junk computer. I dont want this one repaired. I dont feel I should buy something new that someone has to replace all the parts on.
I have spent many hours on the phone when I work 10 to 12 hour days. I also have spent alot of money for a computer that doesnt work.
Prashant of Leeds OTHER (04/21/08)
I orderd dell Vostro 1000 on Apr 7. dell tried to deliver twice on my given address and due to some reason i was unable to receive the parcel. I requested dell to Collect me the parcel from depot but they refused so i changed the delivery address. One of the customer agent assured me that within a week i will receive my parcel so i planned my schedule accordingly but Dell failed to deliver on the specified date. I am travelling abroad and dell is not ready to cancel my order.
Customer care gave me false promise. I kept tracking my order with there courier company which cost me a lot in terms of phone calls and time. I failt like totally lost. This was the pathetic service received from dell
Dalmar of Grand Prairie TX (04/16/08)
On April 10th, I purchased a Canon digital camera & a canon camcorder on phone--for a total of about $520.
Immediately after closing the purchase, I received an email from the Dell sales associate confirming my sale.
Then & there I realized that she had my last name & shipping address wrong. I then immediately called Dell to ask them to correct the mistake, especially my shipping address; my apartment number was wrong, instead of apt# 4201, they had apt# 42201. The associate I talked to said that they have corrected the address & in fact in the course of the week called me 3 times to confirm that everything was corrected & she also gave my the tracking details of my item.
To my surprise, for the past few days, DHL has been trying to deliver my items, each time going back with it beacuse apt 42201 does not exist. I called DHL to cinfirm what is happening & they confirmed that they have Apt 42201 for both items. Understandly, DHL can't change the delivery address...only Dell can & for the past few days, I've been asking Dell to correct the address with DHL. But to my surprise, all the Dell associates I get keep insisting that they have the correct address in their system & that DHL doesn't know what they are talking about--and that I need to call DHL to tell them that Dell has the correct address!
What happened is simple: the Dell associate I talked to simply corrected the shipping address within their Dell system without bothering to correct the same with DHL!
Chris of Shepherdstown WV (04/15/08)
I've had it. They sent me duplicate merchandise and now they won't take it back, even though it's not been touched. This is the LAST in a long string of shipping, billing, & address/phone errors that go back 10 YEARS! When we opened the account, it took them 5 shipments and 2 months to get it right. I HATE Dell. How can they do such a sloppy job and get away with it?? Hello, Gateway?
I'm out $218.
David of Lipan TX (04/15/08)
I purchased a NEW in the box discontinued Dell Optiplex GX270 computer at a local store in Ft. Worth, Tx. As soon as I got it up and running I registered it online with Dell for the warranty. Several months later I started having trouble with the computer when booting up. It would show NO VIDEO INPUT on the monitor. I took the computer to the store and they checked it out and could not find the problem. It would do this intermitently. I finally found out that it would work ok if you turned the computer on and let it warm up for about 20 to 30 minutes and then restarted it..... but after a while it would suddenly start cutting out the video display to the monitor even after it had been running for a couple of hours. We tried reloading the drivers to see if that was the problem, and that didn't correct the problem. It seems the problem is the video card itself is defective.
I've contacted Dell numerous times via e-mail with another computer. Dell says they don't show the computer ever being paid for or something like that and won't honor the warranty. Dell says to contact the store where it was purchased and let them handle it. The store purchased the computer from another supplier as a closeout discontinued item. They tell me it is a Dell problem and is under Dell's warranty. Dell just keeps giving me the run around and says take it to the store. The store will repair the computer but at my expense as they are not a Dell authorized repair center. They inform me that Dell should warrant the computer and repair it. I have a receipt showing the computer is paid in full.........from the store where purchased and can look up the warranty info online with Dell. Dell shows the computer registered to me but the warranty expired long before I even purchased the computer.
Again the computer was was brand new in the sealed box with all paperwork and discs. Dell refuses to honor there warranty even though the computer was NEW (not refurbished) and should still be under the warranty period as the paperwork states. The e-mails with Dell have been going on for over a month now and still just getting the run around from Dell. I'm tired of fooling with Dell and will most likely scrap the Dell GX270 out and replace it with another brand computer.......ANYONE but DELL.....and I will never buy a DELL product again. It seems Dell does not want to honor there warranty on their products....
Beth of Palm Beach Gardens FL (04/08/08)
I retruned a laptop computer following Dells instructions. It was picked up by UPS on 12.14.07. They told me it did not make it back to their warehouse. I have been trying ever since to get a credit. I have talked with everyone there I get transfered and transfered. I was told by 2 people in resolutions that I would recieve a credit that they would call me back to confirm. no calls I still have not talked with anyone that can help me.
$1130 in damage still not credited
Mindy of Kent WA (04/06/08)
I ordered a 90 Watt AC adapter with 3 foot power cord in Feb 2008. I got the 90 Watt adapter but have never recieved the power cord. I have tried to reach Dell for the past two months to be cut off after numerous prompts, reach someone who cannot understand English, and now been told the power cord does not come with my order, despite the fact the order states the power cord is to come with it.
This cord cost almost 90 bucks and it financed with computer, I am paying interest on a product I cannot use.
Becky of Kingwood TX (03/29/08)
Their Customer Service stinks to put it mildly! This is the third time I have contacted Dell. The other two times were by telephone. They should have record of my calls. I was told that someone would contact me. It has not happe!! I sent my laptop for repair to Memphis, TN 38141. The repair was great and fast. But, this doesn't make sense: Send my computer to TN for repair, but when I call the 800 number to check on it, I reach someone from India! I can't understand them! They tell me they have no record of my repair. After staying on the line for over an hour, talking to 4 different people with the same language problem, I figure out, they don't know that Dave is short for David. When I give them Dave then they can find my repair order.
The second girl told me she had to transfer me to this guy, so he could transfer me to Out of Warranty Department. 15-20 minutes later the guy transfers me to the Warranty Department which I get a recording that they are closed! What is wrong with that picture! Did they not know the hours of the Warranty Department? Another Communication Problem! I was so happy to see DHL at my door with my laptop. I will not call their 1-800 numbers again. If something on my laptop breaks, I will buy from another Company. Not because of the product. It is the Communication with Customer Service. I would like someone from USA to call me on this issue. FYI to, Mr. Michael Dell. Wake up and stop trying to save money. It doesn't matter how good your product is, if you don't have Customer Service you will lose.
Marisa of Allison PA (03/11/08)
I ordered a Dell 1720 Laptop on 1/6/08. At this time I was told that I would be receiving free financing for 6 months. I received my first bill, and there were no finance charges. I just received my second bill, and suddenly I have finance charges. At this point I called the customer service line. I spoke with an agent who did nothing for me and then was escalated to a team lead because their resolutions manager was on a call. I explained my situation, and at this point the woman I was speaking to told me that the computer I purchased was not eligible for the free financing. I questioned her as to why when I ordered the computer, it told me I would receive free financing. At this point she says that they are not liable for what their website says and continues on that she will not be giving me the free financing for 6 months.
I then asked to speak with her supervisor, and she fought with me that I would not be permitted to speak with him. I am a supervisor in a call center just like this woman. In fact, she and I both work for Teleperformance USA. I know that there are many people higher than her within her call center, and she continued to refuse. I then asked how I would get back in contact with her, and she told me there would be no way I could. I was on the phone for well over an hour and received nothing for my time. Dell cannot continue to lie to their customers and treat them like this. I love the computer I purchased from them; however, I will NEVER purchase another thing from this company.
Doug of Skyland NC (03/11/08)
In buying a Dell computer back in August 2007, I could not be more clear that this new computer was to be used primarily to run autocad (a very expensive and sophisticated program). I have emails to the sales rep at Dell that explain the use of autocad and my concern that the correct supported video card be used. Now months later, I finally have figured out that the problem (incompatibility, fatal crashes) is the complete Dell system. The supported cards by autocad will not even work on this system at all.
Calling Dell has been a complete joke - getting bounced from one dept to the next, and finally I was just told there is no one else to talk to about this issue. I was never able to speak with anyone who had any authority to do anything but pacify. I was told to go to the Dell site and write a complaint on unresolved Issues. I have done this twice now with no answer. They say they will contact you in 24 hours. Nope.
I only want to return the system to get a credit and to buy the correct system at a greatly discounted (or cost) price. This is not an unreasonable request when I can prove the Dell salesman sold me the wrong product for my application. This has caused hours of disruptions for my business and is not acceptable.
Elayne of Fishers IN (03/10/08)
I am the average American consumer who purchases computer products. There are 11 rooms in my home and 7 of them have either a DELL laptop or desktop. We would have had 8 but my recent purchasing experience with Dell company forced us to buy one of their competitor's products. On October 12, 2007, I ordered my college freshman daughter a laptop online. It is not the best laptop but I figured for an entry level college student, it would be adequate. A week after receiving the computer, she called my husband and I complaining about the screen turning blue or freezing (or something to that effect). I called Dell's technical support and was advised that the memory must be bad and they would send another one to me. It was promptly sent to us and we drove an hour and a half (one way) to her college and replaced it. Three days later, she called us back and complained of the same problem but this time it would not turn off. We contacted Dell and another replacement memory (or maybe it was a hard drive) was sent again. We again trekked back to her college and followed the same replacement procedure.
I'll be darned if she did not call a few days later and complain of the same problem. At this point, we returned the laptop to Dell, and their technicians repaired it. When it was returned to us some 12 days or so later, it did not operator properly upon its receipt. I called Dell's technical support and at that point demanded a refund. I was sent a box to return the laptop to them and did so early last month. Because I was advised that I would have to wait 30 days to receive the refund that was taken from my checking account within hours, I was forced to purchase a computer from their competitor. How unfortunate in light of the fact that we have all DELL products in our home, and I have been a loyal dedicated DELL customer since they first started in the business.
I have yet to receive my refund. I was advised by Dell's customer service department that my refund was processed on 3/2/07 and was returned to PAYPAL. The refund confirmation number given to us by Dell customer service staff is actually an invoice number, and they have no proof to show they actually sent the refund back to us. Their staff was very rude and argumentative, also. Now they have our money AND our computer. I am so frustrated. They blame PAYPAL; PAYPAL blames them. We are caught in the middle of two corporate entities, both whom have employees who don't speak English well. There is no reason whatsoever that Dell treats its customers like this.
Lost $600 and NO Computer.
Contact of Cairo OTHER (03/09/08)
I am writing to inform you of my complaint with my Lattitud D240 laptop. I realized that on the Arabic keyboard there are some missing letters. Then I figured out that it's not a problem on my laptop only but it's a problem on all Dell laptops, and I don't know the reason behind that. As long as they work--but I had to figure out myself where the letters were on the keyboard because the places of the letters change from one computer to another. When I tried to call the customer center to know the reason behind that, they couldn't give me any answer regarding my question.
Neelima of Amherst NY (03/08/08)
I had a problem with a Dell laptop Inspiron 6000 which was under extended warranty for 3 years. Initially they said it was a software problem, and I obliged with the customer technical support and reinstalled my operating system. The problem persisted, and they diagnosed it as a hardware issue. Since I was entitled for a 3 year on-site technical service for any damaged parts or defective parts on my laptop, Irequested for an on-site technical person to come and replace the hard drive. They are just absolutely disrespectful, do not call in the appointed time, always call at times other than the time specified in the appointment, never solve issues and are just adamant about not sending a service technician to replace the hard drive. They tell me to replace it myself as per the instructions which they will give me on the phone, but when I checked their agreements and service contracts, it clearly states that in case if anything goes wrong I am held responsible for it. So basically, I need my computer to be fixed badly. It is under warranty, and they just refuse to provide any service of an on-site technician
There is a breach of right to information as a customer, since when I have requested them to send the warranty papers, they just refuse to do it. I have been dealing with this back and forth through all their departments with no solution offered to fix my problem. My warranty for this product expires in July, and I guess they just want to delay it...and then tell me my warranty has expired.
John of Pleasanton CA (03/06/08)
I ordered a laptop and sound card late December '07. Both arrived about a month later. During set-up, the hard drive malfunctioned so I returned it immediately. Three weeks later the replacement arrived, and I get it set-up. After installing the drivers and programs for the sound card, the laptop freezes and will not switch off. When I got it working again, I searched the web for help as the sound card company was closed for the day. The web was full of stories of incompatibility with the Dell laptop and the sound- card Dell recommended I purchase.
I called Dell to ask for a return label, and they told me I could not return the sound-card because the 21-day trial period had ended. But I had not had the laptop during that 21 days. Customer support is a joke, with representatives reading a stock answer without thinking about the individual circumstances.
I wasted 7 hours of my time and wasted $75+ tax on an upgrade that wasn't an upgrade.
Christopher of Brooklyn NY (03/01/08)
I ordered a hard drive over the phone using one of Dell's sale agents. Four weeks after the drive arrived, I tried to install it and discovered that dell had sent me the incorrect hard drive. I called a sales agent, and he told me to 1) purchase the drive I need, and then 2) he would transfer me to another department where they would send me an RMA sticker to return the hard drive and refund my money. I purchased the correct drive, he transfered me to the returns department; however, the return service department refused to give me my money back because more than 21 days had passed since the item was shipped. At the time of purchase, I was never informed of this 21-day limit.
Lost money, lost time.
Mike of Fort Worth TX (02/29/08)
Dell advertises that they can import your settings, addresses and such, so that when your computer arrives it is ready to go. I was skeptical but paid the $29 charge. I was told I would get an e-mail with instructions to send my data. This never happened, and the computer arrived as is. I talked to India twice, no resolution. I left a message with customer care. That said I would be contacted within 12 hours. I then get an e-mail stating 24 hours. This was days ago. Beware that item. They charge for services not rendered.
I spent several hours moving info form old computer to the new one. Got charged for service not done.
Thomas of Abilene TX (02/29/08)
I ordered two Dell laptops in December of 2007, several days apart. The first one is fine. The second unit arrived, January 4th, 2008. It was defective and did not operate continuously. I called for technical support on January 14th. The unit was replaced, and it took, about 8 days to receive it. It too, was defective. Dell sent me a third unit, but it was not configured like my original order. My original order had a 64GB SSD hard drive, a $1000 upgrade. The 3rd-replacement-unit had a standard hard drive. I could buy the replacement unit for $1150 that day, off Dell's web site. The rub? I paid $2400 for my original unit, was billed, paid my bill, and 6 weeks into my ordeal STILL did not have a laptop that worked. I asked Dell to let me return the unit. They REFUSED saying they had a 21-day return limit, and that there were no exceptions.
The reason I was past the 21-day limit was because of Dell's own incompetence. It took numerous phone calls and hours on the phone to get Dell to configure the third computer to my original order. Originally, Dell told me that they were not obligated to replace the exact unit I bought regardless of the replacement unit's configuration. They further stated that their only responsibility was to get as close at they could with what they had on hand. I feel cheated, marginalized, and lied to by Dell. Everyone I dealt with seemed to be reading the same script off the same 3X5 card. No one was empowered to make a real decision that was not pre-printed. Someone needs to tell the public that Dell will cheat you with their Policies if you let them.
The consequences? Our business has a deployed base of Dell products. I influence the buying decision. We have done business with Dell since 1997. We will NEVER buy another product from Dell again, and I will work hard to warn everyone I know of their unscrupulous business practices and unfair treatment of customers.
John of Rex GA (02/25/08)
After owning my DELL Dimensions E510 for a little over 1 year I began to have issues with Raid imaging, and I was getting the blue page of death saying I had a problem with software for my video card. I eventually had to reformat my two hard drives and remove one of my video cards to resolve the issue. Dell's fix for the problem is less than successful, and they are fully aware of this issue. I have found a website with hundreds of people that have the same issue, and Dell is not fixing the problem. Please follow the following link to see for yourself the horror that hundreds of people are experiencing with their Dell computers. Where do I go from here? http://www.ydeologi.com/2006/04/26/dell-dimension-e510-iastorsys-windows-xp-blue-screen-error-stop-code-0x000000d1/
I lost all data stored on my hard drives and had to remove 1 video card and reformat my 2 hard drives.
Juan of Plantation FL (02/20/08)
I bought a All-in-One printer from Dell because I needed a wireless unit. I received the printer in September 2007, and I started to have troubles immediately. I contacted Tech Support, and since that date I have been unable to make this unit work wireless. They replace the printer, then the wireless card is still not working. I want to return the unit, but they refuse it saying that the unit has been sold more than 21 days--even when the second printer I received was just 2 week ago. It is still not working, but they are not receiving it back. They just want me to continue calling tech support for it. What I can do?
I have to connect ad old printer to work with. My wife is finishing her masters, and we need the unit working properly. In the meantime, I am still paying for a printer that does not work.
Richard of Goleta CA (02/20/08)
I ordered a Dell XPS 420 quad computer with some Dell A525 speakers ( $40.00 upgrade) I received the computer in 8 days. Everything seemed to work fine until I played some music. The sound was very tinty (no Bass). The reason I upgraded was for a sub-woofer to produce bass. I called technical assistance. He was very helpful and rechecked all my settings--no change. He even listened through my phone and agreed the sound was not good. He did send me a replacement set of speakers, but they sounded exactly the same. We decided it must be in the design of the speakers. I got an RMA number and returned both sets of speaker and was told I would only get reimbursed for $35.65 + tax. They told me on my invoice it stated that is what I paid. I asked for a copy of the invoice showing that is what I paid, and now they respond they don't have an itemized list they can send me. How do I know what it says? Now they tell me it is a bundle price. I then asked them why the Web Site states if I upgrade to the Dell A525 speakers it would cost $40.00 to upgrade. If I check this box, then the Web Site gives me a choice to not order any speakers and deduct $50.00. I would then assume that these speakers must be worth $50.00. Sounds like false advertising to me. I talked to 3 different managers, and all of them stated the same thing--your invoice says you paid $35.65 as a bundle price, yet I paid exactly what the Web Site stated when I ordered the Computer.
Dell's customer service is not customer oriented. They can only respond the way their paperwork tells them to whether they think it is right or wrong. They would rather lose customers than take care of them. They lost me as a customer and anyone else I can persuade to not purchase their products.
Maureen of Poughquag, NY (02/17/08)
In November of 2007 I ordered a laptop on line thinking I would receive it by Christmas. When I didn't, I canceled it in late December. The rep assured me I would not be charged.
I received a bill in January, called the customer care number and again they assured me it was taken care of. On Febuary 7, I received a call from Dell financial about payment. The rep was extremely nasty. I tried to explain that I never received the computer but he did not want to hear it. I spoke with a supervisor who told me I had to call customer care to get a case number. 3 hours with 2 cell phones going at the same time, I finally had a case number and Dell financial told me I would not receive anymore calls.
Now Febuary 17 and again Dell finacial has been calling. The rep said he saw no notes and I would have to start over like I had done on Febuary 7th.
Rosemary of Orlando FL (02/15/08)
On 1/31/08 I ordered an ink cartridge for my printer. It was sent to my son's home in TN. I called Dell to let them know of their error, and they sent DHL there to pick it up and was supposed to forwarded it to me. That did not occur! Over 2 weeks later I still do not have my ink cartridge that my credit card has been charged for on 2/1/08. I have not been able to use my printer obviously because of not having ink. I am a student, so I really need my printer to be working. My son in TN was the one who bought me the pc as a gift, and apparently that is why it got sent to his house, even though I gave them my address where it needed to be sent. Still they bungled everything! I have called several times to customer service, and they say they are going to do this and that--and nothing has been done about me receiving the ink cartridge I paid for! This is why I am complaining and would like results as soon as possible, please!
Most unfortunately I lost the reference number I was given when I placed my order, but I kept supplying them with my service tag number. Customer service could not even find where I even ordered the cartridge; it's like it doesn't even exist--very strange! I am wondering now if maybe their customer service people got angry every time I called about my cartridge and deliberately erased my order info.
i have not been able to print my paperwork for college courses i am taking. a big delemma. i have to go to other places and pay to get my papers printed. please respond to me asap thank you. rosemary rivera ps when you look up the kind of pc i have, you will see the type of printer i have and the cartridge i need. the cartridge was picked up at my son's home in tn last fri by dhl, and no one knows where it ended up!!!
Robin of Long Beach, CA (02/11/08)
The basic level of quality of Dell's customer support is to try to get you the right product, but they have grown so large that you have to go through several areas to get one item done. I went through Dell-on-call, the paid for support and asked to get a replacement for a laptop drive. They were very friendly, took my money and sent out the wrong piece.
I called the number on the packing slip that went to customer support. They said I first needed to call technical support to see if i indeed had the wrong item. As the notebooks have items listed, it seemed like it would be simple to check, but tech support took about 15 minutes to answer and another to figure out if this was indeed the wrong piece.
TS could only reorder the correct piece, but I had to go back to customer service to return the wrong piece. I did get to customer support as full circle, each bit of the circle taking 15-20 minutes of hold time.
Mark of Orange TX (02/08/08)
My wife bought a Dell Inspiron 1720 in April 2007. It arrived in three days, but it was not the laptop she had ordered, had none of the features she ordered, and would not run. She returned it for credit. When she tried to order a replacement, Dell told her she did not have enough open credit to pay for what she had ordered only a week or so before.
At the end of May she finally got this fixed and ordered a replacement. It was supposed to ship in a few days, but it did not arrive until late September. She made dozens of calls to see why the delay and was always told it would ship in another three days or so. When it finaly arrived it still did not have a web cam as ordered. We have had nothing but problems with this lap top. It runs VERY SLOWLY, sometimes it won't start, and has problems seeing its Dell Printer. I have spent many long nights on the phone with Dell's poorly named customer support in India trying to solve these issues. Every time I think the lap top is fixed, it fails again. When we bought this we paid for a warranty that would cover having a tech come to our house to fix it. Tonight we tried to get Dell to honor this arrangement and they told us that the warranty would only cover hardware and they were convinced that all our problems had to be software related. Seems like their warranty covers everything except what is actually wrong with your computer. We bought a Dell desk top computer in September 2005 and had to replace the hard drive in less than a month. Neither the desk top, nor either of the laptops came with any operating system software. We'll never buy another Dell computer again.
We've sunk over a thousand dollars into a computer that does not work and apparently will not be fixed under warranty.
Phyllis of Raleigh, NC (02/01/08)
I purchased a Dell laptop for my son who is a full-time student in college. When the screen went out on the monitor, I called Dell and talked with a tech who tried to help me. He could not help so he told me I would have to ship it in. He told me he was going to send a box and DHL would deliver it. It has been two weeks, and I still have not gotten the box. I have called and the company keeps saying they will send the box, but no box.
I have received countless emails from this company, but no action.
John of Elk Grove CA (01/31/08)
I purchased a Dell Inspiron Laptop 1720 in Dec. '07. I received it on time; all was good. After a short period of time the system would crash. Using Dell's on-line chat and Assist features, I worked with technical service to remedy the problem. After a few days of continued problems it was noted that I would have to reformat the drive to factory settings. Agreeing to do so (at a time loss to myself), it was stated that this would cure the problem. After doing this the problem repeated. Going through Customer Service, they agreed to replace the unit. I was very concerned that the 21-day return policy would expire and was advised that the 21-day return would recommence once the new unit arrived. Seemed fair and reasonable.
The replacement unit arrived, and now about two weeks into it a similar problem has occurred. I solicited a return policy on this unit and was advised that there would be no credit return. The Customer Service Rep. was not successful in getting any Manager to take the call. This was frustrating and unbelievable -- she was not able to do anything but tell me to talk to Technical Services. Will never purchase a Dell product again.
Deborah of Staten Island NY (01/30/08)
Customer service calls are dropped. I have a replacement warranty, and I am being offered a refurbished replacement. I have had 5 service calls since July of 2007; the pc is still not working. This is ridiculous. I cannot find a single person to help me within Dell.
I am forced to waste time at work on hold then being hung up on--then having to call back. I have to take days off of work for a technician to come out and fiddle with the pc, and it still doesn't work. I am losing time, money and my hair from the sheer stress.
Thomas of Monroe MI (01/30/08)
I placed order on 01/23; it was to ship 01/25 and deliver 01/28. Order did not ship, and order was canceled on 01/28. I called on 01/28 and was told order was resubmitted, and I would not be charged for next day delivery. Then item was not in stock and was 3 weeks out. I called and spoke to Rose, and she replaced order with regular Z22 hand-held instead of Z22 Suduko special edition, which was in stock; and she was to send me 2 cases for no charge because the other came with 2 free cases. On 01/30, order was not placed, and no one knew anything about my order or what Rose had told me. (She had assured me that it was all noted, and there would be no problem this time.) I called several more times, still no help, total mix up. Placed on hold to talk to supervisor for 10 minutes, then disconnected. I cannot tell you how upset I am with Dell! I want a hand-held ASAP, as I need it for my line of work! At this point, I want a better model, and I want it shipped today!
I have called for three days, several times a day. I have lost work and money. I have spent a lot of money with Dell, and my business partner has as well. I am actually sick over this today and will have to leave work early. I may not even make it into work tomorrow.
Dr. of Los Angeles CA (01/30/08)
I ordered in June 2007 a Dell Inspiron for my veteran, 87-year old dad who lives in rural New Mexico. I arrived there in July hoping to install the computer that month. Nada. I began calling Dell around July 10th only to learn that the computer was being made. In mid-July, they eventually sent out a computer hard drive/tower but failed to inform me that they had done so. One tower was returned, they said, for failure in the address listed for the package (and they insisted on using DHL to deliver which of course does not deliver to that rural area of NM!). Finally, in September, a true tower arrived at my dad's and sat in its box until I had my next break this January and was able to get from CA to NM to install the computer. It gets much worse. To this date, with their finally having shipped all the relevant and ordered computer parts to my dad's address, I have no clear statement from Dell of the exact charges for anything; they cannot tell me how much the wireless keyboard and mouse cost exactly; they will not tell me, despite my writing several emails, speaking to several people, what any piece of the order cost; they round off all the numbers.
And the best part is that they sent a computer whose hard drive was just loose inside the tower; I spent more valuable hours getting them to help me figure out what was wrong, why no boot device could be found when I finally set up the computer recently during my next visit to my poor dad's farmhouse. The upshot: I have spoken to well over 47 Dell techs, reps., credit card/account specialists; all keep saying I do apologize. I yell at them to stop the fake sympathy and give me some action. Phone calls are repeatedly disconnected, and all claim they will call me back.They never do. I learned from one that they in fact have no call out privileges.
Worse than this, Dell sent a computer with Windows Vista which I specifically did not want, and my order was for a Dell with Windows XP installed; the router I purchased does not work with Vista and it is now six months later so I cannot return the useless router. My dad is now approaching 88 and is still without a useful computer. The hard drive is unsecured, without screws inside the tower. The only available internet does not work with the improper software--unrequested software at that. I have to incur more expense to get Windows XP installed. I am a five-time Dell purchaser; until recently, my university was a Dell consumer. I am a university professor, and I am a regular purchaser of electronics. This is easily the worst experience I have ever had with any appliance or electronic device. If I do not get some specific action as I have requested in numerous email letters (acknowledged and received by Dell with a case number assigned to each), I am hoping to complain to the CA Attorney General and hope that a class action lawsuit can get this company to stop its phone customer service and create a real complaints division whose only job is to follow through on its warranties. I purchased the 3-year warranty, but what do you think my chances are of getting someone out to my dad's home to look over the entire, miserable computer system?
The damages are inestimable; physical and emotional and financial for me (over 75 hours on the problems named above and the phone time, logs retained of every conversation), let alone what this is doing to my dad who just wanted access to media and newspapers. I paid $1500+ for the computer/printer/monitor; I have logged in many, many hours attempting to reconcile the problems with Dell. They are incompetent, take me through many steps, and then claim that they cannot stay on the phone any longer. Truly, they are a hateful company preying on unsuspecting customers. Yes, I agree with those who say go for an Apple. My primary concern is whether my deaf, aging, veteran father will ever be able to sit at his desk and view the news from several sources. Such a simple thing. Such a horrible experience! I aim to urge my students who have had their share of Dell laptop problems and all consumer affairs offices to please put out the word that if you end up with a problematic Dell, you will feel as if you are indeed in hell!
Michele of Cedar MN (01/29/08)
I had the unfortunate problem of a computer crash, and the only way to fix it was to restore to factory new. Well, Dell never sent any of the discs with the computer that I bought, and they needed to overnight me the discs just to reinstall the XP program. Then I had to go online and download the drivers, but they will not furnish me with the program discs that I have already paid them for when I bought the computer; and they are telling me it is my fault I didn't call them right away when I got the computer to tell them that the discs weren't there. But we also bought two laptops, and neither of them came with any discs either. So Dell is basically telling me: Too bad, we can't help you!
I have since had to try to recover each of these programs through the original vendors, but they want me to pay for them all over again at the tune of $500-$600.
Gail of Greenfield, WI (01/25/08)
I ordered a Dell notebook that I placed on a 30 month 0% finance lease. Soon after they came out with their small business notebook that I preferred, so I returned the UNOPENED notebook which is allowed. They took the return but for the next 90 days I dealt with nothing but harassing calls about why I hadn't made my lease payment. When I would explain (each time) to the rep that I had returned the notebook, they would pull it up and see that it had been returned but that the order had not been canceled on their side yet. Each time they would indicate that it would be taken care of. This went on for 90 days.
Today when I went to order the new computer, as they now offer the 0% financing again, they informed me that I no longer qualified as my credit rating had dropped. Now I have to get a copy of my credit report to see what damage has been done by their incompetence.
Jill of Apo Ae, NY (01/25/08)
I ordered a $2000 Dell XPS laptop, to be shipped to an APO address. When the computer arrived, the DVD player was not working. Dell apparently will not fix the computer because they do not service computers that are overseas. They said they would send a box to return the computer, but upon calling them a month later, they had not.
They finally said they would fix the problem, and would send the box. However, now I've discovered, after contacting them again, they are sending a part. I am not a computer technician, so this is useless, not to mention I will void the warranty if I attempt to fix it myself. They delivered a broken computer and will not fix it.
Joann of Baltimore MD (01/23/08)
Dell's customer service stinks, to get the service one needs with a pc one has to spend one entire day resolving a problem. My warranty expired 1/8/08 and my pc went crazy soon after. After spending three hrs, I informed the technician the system was asking for Windows XP service pack 1 not 1A that I was currently using. A new disk was mailed. I waited for a call from Dell and worked with a new technician to install the new disk only to learn the first tech process was totally different which is why I could not install it the prior. Once it was installed, I tried to install Word and called for assistance and was told my disk was corrupt and my system would not accept it because it was Word 2003 and they currently have 2007. Eventually after two hours we finally installed my 2003 version of Word. After all I should be really upset after spending countless hours reinstalling Windows XP and for the system to tell me I had no disk space was totally unheard of when all that was on the pc was Windows XP and its drivers. I will never buy another Dell product.
Pierre-Marie of Lake Mary FL (01/21/08)
I purchased a Dimension E510 with XP from Dell in Feb. 2006, with extended warranty coverage. From the time I opened the computer, I was working (as often my job would allow me) with Dell Support Technicians trying to resolve problems. By June '06, they felt that the computer needed to be returned because of non-functioning and missing parts. The new computer came, (could be a refurbished or not a brand new item). Problems did not stop to accumulate. A technician was sent in house to replace the motherboard. By March 2007, Tech Support felt the system had to be replaced. Now they sent in May 2007, a Dimension 520 with Window Vista. This system had NO SOUNDCARD, and NO MULTIMEDIA CARD (had paid for in my order). The front of the CPU was not working (could not use the earphones or the Front USB Port). Support technicians worked with me, but the problems were mounting. They couldn't bring life to the front of the CPU. Also the system crashed each time you leave unattended or put it on sleep. I had to return the old computer. I was insisting on sending the new one to be fixed and returning the old one when it comes back.
Then, my wife's liver transplant delayed things. In December 2007, when she came back from the hospital, I sent an email to Customer service asking to activate the swap. Since then when I called, I was transferred from one number to other ones and to invalid numbers. I spoke to so many supervisors and managers promising to resolve the problem, telling me that there was a flag on the account because I didn't return the first computer. I asked for return authorization for both systems. All I am getting is promise to take care of things. I work very hard to provide that computer for my disabled wife. I never received a good merchandise from Dell for my money. All I received has been lemons for my money. I need some help. The computer is important for my wife's health and my activities.
Without a computer, I spend more to take care of my wife in convalescence. My wife has no alternative other than looking at the four walls during these harsh moments. Contact with family and friends becomes almost impossible. This is a real hardship.
Laura of Silver Spring MD (01/21/08)
I placed an order for a laptop and wanted to use my Dell Preferred Card. For some reason, there was a problem with the authentication, and I had to call them. The rep. opened my acct. and VERY SLOWLY recited everything my computer had in it. I was on the phone for 40 minutes when I said, "Look, I know what I ordered; all I want to do is pay for this computer with my Dell account." That still wasn't the end of his side of the conversation.
I love Dell computers...have had them since 2000 with absolutely no problems, but I've heard so many complaints about their customer service, and now experienced it myself. BEFORE I even have the laptop, I'm just going to cancel the order now. It will be just my luck the next one will have problems. Until they get competent people on the phones (here in the US would be nice), I'll have to buy another brand. Acer's customer and tech support is in the US. Maybe that will be better.
Bradley of Waukesha WI (01/17/08)
In November 2007, I had puchased speakers for our computer, but changed my mind two days later. I called the customer service department for DELL and was told they were aleady shipped. (3 days before they were supposed to). I was told we could just return them and we did given that we never opened the box they came in. DHL came and picked them up without hassle. Two months later, I received a bill from DELL with late fees of $32.00 or so. I called DELL to advise them to adjust the charges as the items were returned. The reps must be in India as they all have that accent. Anyway, the billing rep refuse to waive anything and transfered me to a customer service agent. That rep advised me that without a tracking number, there is nothing they can do. I did call DHL, despite it not being my responsibility to do DELL'S job for them. DHL advised me they do not keep tracking number more than two months and would have no way to retrieve any information from November. So, right now I am stuck with a bill for a product I do not have.
I now have a $105.00 bill with growing late fees and interest charges on my Dell preferred account that has a 27% interest rate. In addition, they are threatening to send this to a collection agency. This will affect my excellent credit rating.
Jesse of Lake Peekskill NY (01/14/08)
I purchased two desktop pc's and used my Dell Preferred account, which should have qualified me for the no interest for 6 months offer that was outlined on the Dell website. After placing the order online, I received a confirmation with no mention of the fact that I did not qualify for the 6 month interest free offer. It was not until a few weeks later when I received my statement and phoned Dell that I was told I did not qualify. I had already received the computers, set them up, and was at that point days away from incurring the finance charge.
I was forced to pay the entire balance before the 30 day deadline so as not to incur any finance charge.
Meshal of Kuwait NY (01/09/08)
I know Dell is a big and famous company. My problem is my laptop is still in workshop two months,and there is no reason there are not spare parts for it. They told me to wait for one week until the parts came from UAE. Now two months and nothing. Last week they said there are spare parts in boxes, and they don't know if this is for my laptop or not.
I feel upset from their treatment, and maybe in the future I will be able to buy from another company. Not Dell--if that is how they treat their customer.
T. of Colorado Springs CO (01/08/08)
Avoid Dell. I've been saying it for three years. I wanted to look up parts for my Dell, initially purchased three years ago. My e-mail address had changed, so I tried to create a new account with a more recent address and found, to my surprise, that it was already registered. When I changed the password and logged into the account to see who was using my e-mail addy, it was someone across the country I'd never heard of. I wrote to Dell customer support, and it went something like this.
Me: Please delete this account. It's my e-mail address and I don't know the person registered. It's a misuse of my e-mail address. Dell: ...at this point of time, I am unable to take any steps to fulfill your request as we need some more information on this issue/concern like what name/information is appearing on your account and what gives you an idea that your account is being misused and in what way Well, duh, I just told you it's my e-mail address and I didn't authorize this account. You go look it up, Dell. I say again to simply delete the account. Dell responds: At this juncture, I have also chosen to request you for some more information on the issues that you are facing. The last email that you have sent does not provide the information that is critical from resolution point of view. Please elaborate on the issue.
Uh, how much more is there to explain? There is an invalid account with my e-mail address that I want canceled. I say that if I want, I'll simply re-register with another e-mail address, but I want this account canceled. Dell: In order to resolve your issue I request you kindly log in to your Dell my account and edit/make changes as per your choice so that your old e-mail id gets automatically changed.
Uh, NO, whoever this is in India, there's someone else's name in this account, with his address and phone number. I don't know why this person is using my e-mail; is he a hacker? Does he use my address all over the internet? If it's a mistake on his part, no harm -- just delete the account. Within the Dell account, a user can't change the name, and a user can't delete the account. This person has violated my e-mail address, WHICH IS WHY I KEEP ASKING Dell, TO DELETE THE ACCOUNT.
I will never again buy another Dell precisely because of the outsourced customer service. The first go-round when I bought my Dell, there was an error, and they told me my hard drive was corrupt (in a brand new computer) and it most certainly was not. I finally |
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