Dell Customer Service

I was offered a free laptop in my e-mail and when I filled out the two required products to get to the part where I could get the laptop, it kept putting me back to the same spot to get two products. I, for one, do not think I should have to order more products I really don't want or need to get what is promised to me. If I could just get what I really want, which is the laptop, I would be happy. At this point, I am telling my friends and colleagues that Dell is not honoring what they are advertising for.

Just to recap my frustrations, I ordered a laptop on May 2. I was promised delivery by Monday May 7th. In my conversation with Ashley, I informed her that I wanted the laptop delivered to my work address as there would be no one at home to accept this shipment. Ashley asked for my home phone number only; she did not ask for any alternate phone numbers.

On Friday after work, I had a voice mail message on my home phone to call Dell. I called the number that was left and spoke with a male (I did not get a name). I informed him that I had received a call and was asked to call that number. He pulled up the order number and said, "We have it." That was the extent of the conversation. I expected delivery of my laptop on May 7th; it did not arrive. On May 8th, I checked the tracking number for FedEx to find out where it was. Their website said that the package had been returned to the shipper. I called FedEx to find out why the package had not been delivered and was told to call Dell as they had requested return of the package.

I spent the next 45 minutes on the phone with several people at Dell. I was transferred around many times and put on hold many times. My final conversation was with Rica in verification. She was extremely rude and not helpful at all. She said that she had called me many times at my home number (I received only one message) and that she had the package returned because I did not return her call. I explained that I did return the call Friday night. She said that I did not talk to her, so she had the package returned. She then told me that she could only talk to me if I called from my home phone number and that I should go home and call her. After trying to explain to her that I was at work and therefore was unable to call her from my home phone, she just kept saying you have to call me from your home phone. I asked to speak with her manager and she hung up the phone.

I called back to Dell and went through two other people before reaching Rikali. All of the above was explained again. After being reassured that the problem would be resolved and the shipment would be expedited, I was once again transferred back to the verification department and again to Rica. Again, she was rude and insisted that I call her from my home phone. I asked again for her manager and this time she put me on hold and no one ever picked up the phone. After ten minutes, I had had enough. This call lasted a total of 49 minutes, so the two calls altogether were 94 minutes with no resolution in sight. I got a call the next day from the "resolution department". I was told that I had to reorder the laptop and that I had to call them from my home number - this is how they prevent fraud.

I got tired of being told what I had to do. I ordered the computer and paid for it; the least they could do was to deliver it. I chose to cancel my order. By this time, I figured that if I was having this much trouble just getting the laptop, what would happen if I have any problems after I received it? There are just too many other companies selling computers to have to put up with this level of service.

I have a Dell Wasabi printer I got from Dell and now I can't get photo paper for it. I have rung the service number twice and was just told "we don't have it, try another shop". It is a Dell product, you can't get it at another shop. It is on their American site, but can't be shipped to Australia. Why sell a product here if you can't replace the paper? It is useless to me. Now, I have no paper. $200 down to loo. I sent an email to the support@dell.com, but no one has replied. Thank you for your time. I am just so angry that no one at Dell seems to want to help. Thanks again.

My company ordered 3 computers from Dell. It took our computer person about two weeks to open the box to set up the third computer. He started it and it worked fine for three days. On the fourth day, the screen warped. We sent it back to Dell, incorrectly assuming they would get it fixed for us. Wrong! After about three hours on the phone being transferred all over India, I could never find a person who was "authorized" to do anything but tell me I had to pay for it. It was past 21 days and they would not take responsibility for the screen. No one was authorized to care if I was ever going to buy another Dell.

I had one Dell employee try to get me to change my story to blame it on the shipper and get them to pay for it, but I didn't think this was morally correct. It was a faulty product and the manufacturer should have paid to have it fixed. Dell used to be the only computer we would buy and we purchased about 5 per year. I will never purchase another Dell again and suggest anyone who wants a shred of customer service not to buy one either. Everyone I talked to could care less how upset I was. I have never felt so defeated talking to any company before. I can not express how upset I am in having to pay $538 to fix a four-day-old computer that I spent over $1,200 to purchase.

A friend bought this (order date 11/20/2011) Dell XPS i5 3ghz 500 gig hard drive and 6gig DDR 3 RAM on-board sound PC for me as a payment for some work done. The on-board sound went crazy on me. They have since changed the motherboard twice, the power supply and odds and end components with no avail to sorting out the problem. After lots of phone calls to their tech service and then being given the runaround and myself talking to several managers and explaining that all this has cost me in excess of $8,000 in lost business and also giving my very small business a bad rep, they finally sent me out a so-called upgraded refurbished PC (upgraded me to i7 3.4ghz with 12 gig DDR 3 RAM and 1.5 terabyte hard drive, two USB 0.3 and dedicated sound card), which arrived on 13th of April I believe.

The PC wasn't even set up properly, I had to wait for a Dell engineer to come out and put in a graphic card for me. That was April 16. Then I had to spend 2 hours with a tech management guy taking control of the PC to sort out all the correct drivers. After an hour, after he had done this, the PC had a blue screen of death on me and wouldn't reboot so I had to do a clean install several times. Another week of lost work, only to have a different sound issue where they sent out a tech engineer to replace the motherboard on April 24, only to find that the so-called replacement PC was sent out with a water damaged motherboard which still had mud dust on the back of the motherboard which I have taken photographic evidence off.

I am still getting the sound issues, so now they have sent me a 5.1 speaker system as a sorry and are sending me out another PC. I really hate Dell especially when you spend lots of time on the phone being given the runaround. You spend like 15 minutes actually talking to a person and 1 or 2 on hold. I got a phone call telling me that a replacement PC will arrive tomorrow (05/02/2012), so I rang up Dell to find out the specs of the new PC, only to find they are sending me a downgraded version of the PC I have now (sending me a PC with my original specs) not of the same specs of the upgraded PC I have now, which the manager said they would replace the PC to the same spec I have now (liars).

I have had crossed words with Dell over this. I have basically told them if they don't get it sorted, I will be taking the matter further plus I have told them the replacement PC will be return. As I have told them, I will refuse to accept it, let alone, sign for it after all the crap (excuse my wording) I have had to put up with since getting a Dell PC. They told me they would get a manager to call me back (05/02/2012). It looks like I may have to get in touch with the attorney general and perhaps get a lawyer on this. I have never been so angry at a company in my life until now. Somehow I am going to have to find the money for this.

After paying several hundreds of dollars for an extended warranty, it has become clear to me that the warranty is just a scam. Every single time I have approached Dell with a warranty claim, I have been told "it's wear and tear" or "it's damaged" and those are not covered by the warranty. If it is damaged, it is because it was defective to begin with. How do you damage a power supply? When I call, I go through a dozen people, no one has any authority to do anything, and I am not allowed to actually speak to a rep in the actual service center. I'll never buy Dell again.

Over the last week, I had the misfortune of dealing with Dell's customer service (did you get a cold chill, too?). I had placed an order for a new laptop to find its status as cancelled the next day on my online account with no notification. I've dealt with Dell's customer service several times in the past and it always meant being transferred around departments ill-informed on each others' role as my frustration grows with having to re-identify myself and explain my situation over and over again.

It took speaking to three Dell reps just to get to the right department and even transferred twice in the same department and placed on hold for 10-plus minutes before I spoke to Paul, who was assigned to my order. Paul immediately review information I was already aware of (yes, I know my order was canceled, that's why I'm calling), but provided no explanation as to why I was not notified and was adamant that someone had contacted me but it was not him. So he was the one who canceled my order, but is not the person who was to contact me about doing so and does not have the name of the person who apparently did? How does that make any sense? My attempts to get clarification were met only by denial, excuses, and insincere apologies. As with my past experiences, it was clear I wasn't dealing with true customer service, but predefined scripts set to refute all fault.

After 2-plus hours on the phone with 12 different reps (seriously) to get a new order issued, I was beyond annoyed, exhausted, and left asking: why? Why do I support a business that shows so little concern for customer care and why is a business in 2012 still operating like this?

It is business 101 that customer satisfaction is vital for any organization and how your customer service representatives behave is a reflection of that. Based on the 1615 reviews averaging less than 1.5 stars (out of five) on the Consumer Affairs website and numerous social media groups titled "Dell Customer Service Sucks" and "Operation Cost Dell $1,000,000 in Lost Sales Due to Poor Customer Service," it is a sad affirmation that Dell's poor customer management has cost them many customers that will likely never return.

To Dell: wake up and take notice of the rampant toxic messages left by your once customers and supporters. In a connected world where user feedback is king, your customer service department continues to alienate and frustrate users with outdated polices and untrained reps. In a saturated tech market with so many choices, no amount of product innovation or marketing can outpace the decay of poor customer care. Re-prioritize your resources to clean up your customer service, for they are scaring off prospects and killing sales. Train them in proper conflict management, empower them with adequate authority to compensate customers for mistakes, and put in measures to hold individual employee accountable. Nothing is more infuriating to a customer (and damaging to their view of your company) than when they are wronged and their outreach to your company is met only with denial and scripted messages (pointing at you, Paul). Is the cost savings worth it if this is the results?

To the consumer: So what is there to do? The easy answer is to not support them with your business, as many have. But it doesn't sit well with me, like shunning the skills of a good chef for the lousy service of the waiter. It is a shame to see how much Dell has excelled in product design over the years just to falter with such poor customer care. I recommend voicing your thoughts if you've experienced poor customer service with Dell or any other company to get your story out there and help others avoid the pitfalls. Write a product review on their site, post on their Facebook page, and add to the Consumer Affairs website as I will. Be clear on the issue(s) you had and where they failed to properly resolve it. If you have a channel to voice your thoughts, like a blog or relevant forum, then write about it as I have. Maybe with enough exposure and noise, Dell's leadership will do something more significant to address this lingering and damaging problem.

Dell, the ball is in your court. It's your responsibility to take care of your customers, so treat us like you actually care.

On Apr 15, 2012, I called Dell's tech support because my wife's laptop was extremely slow. The tech found nothing wrong with it and I asked when my extended warranty renewal was due. He said I could renew then and I did. I received an e-mail confirmation with my name misspelled. I was told it couldn't be fixed, even though it was Dell's mistake. I decided to cancel the extended warranty and was told I could only get a partial refund because I had used one of my 3 allowable incidents. I explained that I hadn't used an incident on the new warranty and was told it didn't matter because it was logged. I was also told the incident was to remove a virus I had discovered on the laptop, which wasn't true. Now, whenever I call customer service and ask for a manager, I get put on hold for over 40 minutes each time before I hang up. When I ask for a corporate manager, I get told they can't do it.

I've owned my Dell laptop since 2/2009 but chose not to purchase the extended warranty. Even though I've had a few issues, I was overall satisfied until I needed to reinstall the Windows XP software which was factory installed on the laptop. I have the disk that came with the laptop and there is a product key for XP on the bottom of the laptop. We tried to follow the boot reinstall process but the install process never initiated. We used the reinstall disk and followed the reinstall process as outlined by using the disk. When it came to entering the product key, I got a message that it could not be authenticated. It did let us install but continues to ask for the key and will only be good for 30 days. I tried to authenticate through the Microsoft website and it was still not valid. I called Dell customer service today and since my warranty was up, they would only send me a replacement disk if I paid them a $59 fee. Screw that! I can get a student version of windows 7 for $70. Why would I pay $59 to get a copy of something I already have and paid for when purchasing my laptop?

The warranty on my Dell PC expired two months ago. On 4/23/2012, I ran a diagnostic test on my PC that Dell provided. My system passed all tests per Dell's software. That evening, I shut down my computer for the night. The next day when I was trying to boot up the computer, I couldn't get it to boot up. The computer stays frozen on the Dell logo screen. My keyboard will not respond so I'm unable to restore the system. Even though I called Dell in regards to the frozen screen, the rep was pushing me to buy software for $119 then tells me I will have to pay $60 more to speak to a tech.

While speaking to the rep, he informed me that he reserves the right to decline technical support to me and that is exactly what he did. I asked to speak with a manager or a number to make a complaint and was denied. The very next day, I placed another call to Dell and spoke with an operator. I informed her I wanted to speak with a manager or corporate office and she tells me she will transfer me. Again, I was not able to make a complaint due to the fact that I was transferred to tech support again. I have spent the past four days trying to speak with someone.

I called my own tech support and informed them of the errors I received from the computer after using the diagnostic software from Dell and was told they had never heard of that error. I'm not seeking money from Dell. I just want them to repair the problem. I have visited the BBB and Dell has received over 9000 complaints this year alone. Attention to the matter would be greatly appreciated. Dell is taking advantage of customers. Please look into this issue. Thank you for your time and attention.

On October 1, 2012, I contacted Dell Technical Help for assistance in burning CD's and a techie named Ankit conned me into buying a three-year service with IOLO System Mechanic Pro for $129.85. I found that this security system had nothing to do with burning CD's and, in time found that my printer would not work and I could not do a System Restore. I'm almost 74, a retiree and not a techie. I never suspected the security system as being the culprit. Finally, the warning came on that my PC was not protected from viruses. Regardless of what I did, I could not bring the Virus Protection back on. Finally, after weeks of asking for help on the internet, one techie suggested the problem lay with the IOLO System Mechanic Pro so I uninstalled it and downloaded Microsoft System Essentials and Windows Defender Offline. I did a complete scan and was satisfied that, at last, my PC was protected.

The Dell scam artist, Ankit, was obviously working on commission when he conned me into buying the worthless IOLO crap. I tried to get a partial refund from Dell but was told the period for getting a refund had expired. Throughout the past 5 and 1/2 years, I've bought a PC, a camera, an MP3 and many printer ink cartridges and photo paper from Dell plus accessories for the MP3. As of now, I'll hesitate before buying anything from Dell again. I'll have to continue buying printer ink cartridges from Dell because they're the only source for that. I have no choice in that matter.

I have a new laptop with problems connecting to the internet. You will end up on the phone with India for hours with people who are not helpful. Then the machine went to the Dell Depot, where they deemed it fine and sent it back. Then when the problem recurred, they sent someone to replace the hardware. Now, it gives an error message that it has the wrong drivers or something like that. So I spent 90 minutes on the phone today with tech support, who essentially told me that I was not following their directions correctly then finally agreed to send it back to the Dell Depot. I was also told that I would get it back with no software, which I would have to install myself. No wonder, they get a lot of complaints. My advice is do not purchase a Dell. When I tell people this story, they tell me they stopped buying Dell products as well for similar reasons.

We purchased a new computer which ultimately stopped working properly and then we contacted Dell. The following were done: We had numerous telephone calls with Dell in an attempt for the technical team to resolve the issues. Number 1 was not successful, so a technician came to our house to replace the motherboard. Number 2 was not successful, so another technician came to our house to replace the hard drive. Number 3 was not successful, so Dell would only agree to send a refurbished computer. Throughout the above, we had to adjust our work schedule to accommodate the schedule of the repairmen.

Furthermore, as a result of the multiple computers and hard drives, we have exceeded our Microsoft Office and McAfee licenses, lost valuable data, and time. After receiving a refurbished computer and being in possession of it for about a week, it stopped working properly. We once again contacted technical support who was unable to resolve it. All of the above leads us to our current situation. The technician wants us to go through all of the troubleshooting we did for the new computer again for the refurbished computer. The refurbished computer was allegedly sent to resolve all of the issues associated with the new computer.

Why should we go through all of this troubleshooting again if the allegedly certified refurbished computer was sent to resolve the underlying issue? We have done the phone calls and on-site repair to no avail. We should not have to be burdened with doing all of this troubleshooting once again, since we have already done it, regardless of the new computer and the refurbished computer being different computers. The limited hardware warranty policy and you know that it states that all Dell hardware comes with a 1-year limited hardware warranty and that after remote diagnosis, on-site repair, and other troubleshooting fail to resolve the problem, Dell can send a new or refurbished computer.

None of the documents in our possession state otherwise (and none state that the limited hardware warranty is shorter than a year as customer service states). Why is Dell continuing trying to make us do all of these steps over again? Considering all of the trouble we have gone through since December 2011, why can't Dell just send a new (not refurbished) computer to deserving customers and call it a day?

First call to Dell 877-293-1197. After an ATT outage in my area, I couldn't get any sound/audio. On Skype calls I could be heard but I couldn't hear anyone and I got an echo when testing that rose in volume when there was no room sounds and would be quiet if I talked. No sound on games or notifications. After troubleshooting the computer/Realtek speakers/Skype, I called Dell. Rubert put me on hold and Chris picked up who transferred me to John in another dept. John said since I had talked to 3 people, he had to transfer me to the escalation dept., then I was disconnected and was told to call 800-289-3355.

Someone transferred me to the computer dept and some girl answered. I couldn't understand her name, she sent me back to the escalation dept. and guess what, I got John back again. John then checked on things because he was #10 in a series of events. Wow, my warranty expired 15 days prior so they couldn't help me. I would have renewed at that point but there was never a suggestion of that. I will never buy another Dell product. My printer Dell V313w lasted less than a year before it was replaced and the replacement is out also.

I previously wrote about Dell twice shipping me a 14R laptop with the incorrect hard drive, and then Dell telling me they were not able to fulfill my order so they had to cancel it. In return, they gave me a discount coupon to order from a different website where I had to pay tax and shipping (which I didn't have to pay on the website of my choice). Well, it saved me a few dollars, but not much compared to all the trouble I went through, so I ordered through the Dell/EPP website and used my coupon to get a 14Z laptop in a standard configuration.

Since then, the order has been delayed twice, and then Dell cancelled my order due to "technical problems" and had to re-enter the order, causing a third delay. My original Dell order was on March 31st, and now my order is due to be shipped on May 2nd. I really don't have any faith in Dell that they will meet that shipping date. So in trying to order a laptop, I have gone through a total of six delays including the two cancellations and two incorrect deliveries and there is no telling if Dell will meet the next shipment day of May 2nd. What's the deal Dell?

I sent my computer back to you to have the screen repaired and it came back fixed and in perfect working order. My problem was there were these tiny little white cream bugs coming out of the screen. At first, there were only a couple and I just squashed them and thought nothing of it. As the days went by, there were more and more of them and I had 15/20 little bugs on my screen at any one time. They were in the keypad and now on me - crawling around all over me. These little critters had spread to my bed and my 2 cats and this morning, I woke up with them all over my face and body. I cannot tell you how much this has disturbed me and the amount of inconvenience this has caused me! I have literally had the day from hell in order to exterminate these little things!

I have had to relocate my animals first of all, then I had to take all my clothing and my bedding and sofa coverings and anything cloth or fabric in my house and have it cleaned at the laundry. Then I had to find the strongest fogger there is on the market (because they were everywhere!) and fog my house. Then I had to clean my entire place from top to bottom, which took me the entire afternoon! I would appreciate a fast and articulate response from somebody in authority! May I say I am very happy with Dell and am always impressed with the service and the product, but I am very disturbed by this entire situation and want to know what your company is going to do to compensate me for this staggering and prodigious inconvenience.

I purchased a Dell desktop computer in November 2010. Within a short period of time while it was still under warranty, I repeatedly got blue screens and the computer would shut down on me. After many phone calls to Dell and speaking to people I had great difficulty understanding, they replaced my hard drive and my motherboard. Now, the computer is not under warranty, and it will not come out of sleep mode. I have someone looking at it, but it will cost me money to fix it. I will never buy a Dell computer ever again. I can't believe it is less than 1 1/2 year old and has had these many issues.

I have a Dell computer which is 10 months old. The hard drive went out. Best Buy replaced the hard drive but there was no operating system disk included when I bought the computer. Dell has been a nightmare. Horrible customer service, no one speaks English! First, they couldn't get my information right. Then, they sent me a tools system disk instead of an operating disk. I'm still waiting on the operating disk. How can you do customer service if you do not understand the customer? I offered to return the computer for a full refund but they replied that "That is not an option." I will never buy another Dell, and I will tell my clients to never buy another Dell. If you cannot do customer service, get out of the business.

I purchased a brand new Dell computer in November of 2011. The computer has broken down on me three times. I paid almost $500 for a defective computer, yet Dell has refused to refund my money even though it is still under warranty. They never fixed the second issue that I had with the computer. I had to write 5 letters of complaint, hold on their line for hours on end, had a representative lie about calling me back and was told that a particular person and extension that I was given by a representative did not exist.

This entire experience has been horrible with horrible customer service and a defective computer that has broken down 3 times. All I want is my funds back and they are refusing to give it to me in the face of these issues. Meanwhile, my son who goes to school online cannot complete his studies and I cannot do the things I need to do on the computer. This is not right and something needs to be done about their illegal practices.

This is my third Dell computer and my last. It is very clear that Dell does not value its customers. I had a software problem; the first night I called, I was on the phone for 2 hours just to get someone who would listen. I was transferred and then disconnected at least 3 times and they never call you back. The manual does not tell you how to fix software problems and unfortunately, when your computer is down, you cannot research. It took the woman 6 hours; at one point, she went to a meeting for 45 minutes without telling me, leaving me to stare at the screen as she had not told me I could leave. They sold me an antivirus software for $59; the same software is being sold on the maker's website for $39, never, ever again.

Warning: Check your Dell Laptop Hard Drive if You Upgraded - I am a retired military member. Recently I used the military website (www.aafes.com) to order a new laptop from Dell. The AAFES website gives you access to a Dell website with military discounts and tax-free ordering. I ordered a 14R laptop with an upgrade to a 750GB hard drive. I was happy to receive my laptop in only 2 days, but was disappointed when I found that it only had a 500GB hard drive. I contacted Dell and they immediately shipped another laptop to me. Unbelievably, this one also had only 500GB when I had paid for 750GB. I contacted Dell again and didn't hear from them for 2 days.

After I emailed to request a status, they called and offered me a 750GB external hard drive. This was not acceptable to me and I asked to get my laptop with the 750GB hard drive I had originally ordered. Dell told me they were not able to build that laptop and something was wrong with their website. I expressed my concern that I probably wasn't the only person that had received the wrong upgrade. I told Dell that I would be happy if they substituted the 14Z that was only $18 more when going through the AAFES website and I would also like the backlit keyboard that was offered on that model for only $22 more.

Dell said they couldn't add the backlit keyboard and something was wrong with their website. They also could not offer me the original 14R with a 1TB HD because that wasn't an option although it was listed on the website I ordered from. Dell counter-offered a $100 discount coupon. This would have been OK, but I had to order through another website that didn't have the same military discounts and I had to pay almost $50 in taxes that I didn't have to pay through the military site. I am really concerned about how many people may have ordered a 14R with an upgraded hard drive and have not received it.

Dell told me it was impossible for this to happen and I was the only person to complain. They even had a technician remotely log onto the two laptops I had received to verify I had the wrong hard drives. I know if someone like my parents had ordered the upgraded hard drive, they would not know how to check to make sure they got what they had ordered. I urge anyone with a Dell laptop to check and make sure they received the correct hard drive. During all this, the individuals I talked to at Dell did admit that they must have a problem somewhere in their ordering process, and they "understood my concern" that others may not be receiving the upgrades they had ordered.

I did write the supervisor back at Dell to let him know I was unhappy had the coupon ordered had not turned out, not really saving me anything over my original order, but I never heard back from him. His name is Vincent **. I did order a 14Z and am now waiting for it to arrive. I didn't add any upgrades except for support, and from what I've read on other reviews, I hope I haven't wasted money on that option.

I have placed an order with Dell. The first time, they sent it to the wrong address and the second and third, they have sent the wrong laptop. Customer service is just bad and very hard to understand.

absolutely awful. I spent over 10 hours on the phone to India (I think) trying to resolve the problems - only to get nowhere. I was also informed that I had to buy a software warranty in order to resolve the problem. I said I would only purchase it if the problem was resolved. It wasn't. After a 4-hour conversation, desperately trying to get someone to help, the connection was dropped and no one called back.

What happened, Dell? Your customer service is so bad that I will never ever buy another Dell and I have told all of my friends to look into the hundreds of complaints you must have about your service. You used to be a good company. That is no longer the case. Now you get someone in India who is obviously reading from a script that you can hardly understand. I heard babies crying in the background, music blaring as if a party was going on, etc., etc. It truly was a nightmare.

Beware, anybody out there who purchased a Dell. Don't do it!

I bought my first computer from you decades ago and never thought of buying from anyone else since then. I read where you once said "if we listen to customers' needs, we'll succeed." I believe there was a time when Dell did that. I have been a subscriber of your Software Solutions for several years and I often bragged to my friends and family about your great service. My most recent computer purchase was last year. It is a Windows 7 laptop. From the day it was unpacked, it was so messed up your technicians couldn't repair it so I was asked to return it, which I did and you sent me a replacement.

A few months ago, I needed to change the password on that laptop because the staff person who had that password died. Your technician assured me he could change it without losing my data. Dell lost all of my data. I was disappointed but got over it. Last week, I needed to renew my Software Solutions contract with Dell. What a nightmare that became! The bank card I had used with you for years would not pay the $215.40 for my contract. After 5 phone calls to my bank and more to Dell, I learned that your data center had not changed my address which I gave Dell months ago. I let that part of the nightmare pass and proceeded with the issue I needed fixed.

If you were to "listen" to what my issue was and all your staff did and said to me, you would not believe me. My problem with Dell did not end last week. I just now received a call from your staff person (code #**) who began with telling me that I disconnected our "Go To Assist" and that I hung up while I waited 28 minutes for a supervisor. I record my calls and nothing she said was true plus much more unbelievable things happened. The supervisor (Naresh **) never called me.

I am demanding Dell to immediately return the $215.40 (see line from my bank), which it withdrew from my account April 6, 2012. I am an old man who doesn't have the time or emotions to invest in doing business with any company who treats customers like Dell is treating me. Dell does not want or need my business, so I must go elsewhere.

I called Dell on 1/13/12 because of a problem with my computer that was purchased on 12/27/11. Dell advised me to purchase System Mechanic security for my computer and also a 1-year software contract. I purchased a 3-year security system for $109.95 and also a one-year software contract for $239.00. I called Dell on 4/9/12 because I was having problems with my email. I was on the phone trying to get it fixed for over 6 hours. During this time, I was disconnected several times and the Dell representatives were unable to fix the problem. I called another service provider the next day and they were able to fix the problem. I contacted Dell and requested a refund.

Dell told me that I was only entitled to a $110.00 refund. Dell told me that I should have contacted them when I realized that the security system was not installed. They also told me today, 4/10/12, that it was my responsibility to install the security system. I paid $421.00 for the computer and $348.00 for the security system and the software contract and was not provided any of the services I paid for. Dell did not tell me at any time that I needed to download the security system nor did they tell me that the software contract was only good for 4 incidents.

Lied to about order: I traveled to the United States to purchase a computer. I was concerned about the delivery date and went onto Dell live chat, where the sales agent placed the order and guaranteed it would be shipped the next day (March 22) and arrive before I leave the country (March 28). I repeatedly informed him i would not place the order if these dates were in question, and he repeatedly guaranteed these dates.

Having received no tracking information by the 26th, I called Dell several times and was not provided any answers as to whether it had been shipped. I also continued to live chat them through the night. After several agents, they admitted it had never been shipped as was promised on the 22nd and that they would not do anything like ship it internationally since I would be leaving the country by the time they arrived. They also told me the package had been shipped that night (the 26th).

After contacting FedEx the next day, I was informed that Dell still had not given FedEx the computer; and I had to run out and try and find a store to buy a comparable computer, not knowing where or if the one I had already ordered would arrive by the date I was to leave. If I had been told of the realistic time frame of this order, I would have never placed the order and would have researched other options more thoroughly instead of making a last-minute purchase. Not to mention all the hours I have wasted on trying to get answers and being lied to by Dell. All my live chat conversations were emailed to me by Dell following the live chats, so I have ever-changing written out including all of the agents info.

I have a Dell desktop with warranty and my computer got infected with a virus (popups/spyware). When I called Dell tech support, I was asked to pay $129 for virus removal! They told me that the warranty I have is only for the hardware of the computer and not for software related issues. Okay, I understand this, but why an exorbitant amount for the virus removal support? Then I did a bit of search and got to www.computergeek247.com. They charged only $39.00 flat, took remote access of my PC and got all the virus and spyware removed and also gave me another 30 days of free virus removal support. I was extremely happy with the service I got. So my question is why does Dell charge such a high amount for virus removal?

I contacted Dell multiple times about lack of order fulfillment. When I ordered my laptop, part of the agreement was a blockbuster-free temporary subscription. I'm not sure how to proceed, maybe I'll send my laptop back for refund.

On 3/18/12, I called Technical Support for a problem with my computer. From what I could tell, it was locked and I couldn't do anything. The gal I spoke with (Sasha), informed me that she was "in training" and said that the only way to get my computer running again was to wipe everything out. Fortunately for me, this couldn't be done after spending 1 hour on the phone with her. At the beginning of the conversation, she told me that my computer wasn't under warranty anymore so I would have to purchase a service agreement for $129. I told her I would only do that if my problem was fixed. She told me that was understandable & nothing would be charged to me until the computer was fixed. She did not solve my problem, but I later found an e-mail telling me that I was being charged $239 for a service contract which did I not authorize.

I have spoken to 2 people in India and they both told me my account would be credited $239. Now this evening (3/23/12), I received a call (again from India) telling me I would only be issued $110 credit because according to their records, my computer was fixed by taking everything out of the system and starting over. This absolutely did not happen. This person also told me that I authorized the charge. Again, this did not happen. In fact, on 3/19/12, my nephew came over and fixed my problem within 15 minutes (not over 1 hour) which actually had to do with my mouse and nothing else. I'm certainly glad I didn't let this "trainee" get rid of everything in my system. In fact, this evening I was put in touch with a supervisor who told me I didn't know what I was talking about. The employees never tell anyone they are "in training" - but Sasha, the person I spoke to on 3/18/12, did tell me she was "in training. The supervisor actually hung up on me which I feel is extremely disrespectful to a customer.

I will never purchase another Dell product. I feel that the so called "Customer Service" is horrible and the Dell Company would be much better served if you didn't out-source your tech service to India or any other country. And if you do out source this service, you would be wise to teach these people how to treat your customers. The bottom line comes to the fact that I demand a told refund of $239 immediately.

I am sorry to say that we purchased a Dell computer. We have had nothing but trouble since bringing it home. It's amazing that it did not have a big lemon on the box. My wife has been on the phone with customer service more than utilizing the PC itself. She has purchased the suggested software on more than one occasion with the promise that this would fix the problem. Needless to say, she would be on the phone again and being told the good ole slogan: "That should fix and you will not have anymore problems". Yeah right!

When on accident, perhaps she can understand the customer service rep, she continually gets the same runaround and is on the phone for hours again, depending on understanding Rick, Adam or Priscilla and depending on the name pulled out of the hat that day. This is totally unacceptable and shows lack of product quality, lack of customer service and, of course, outsourcing gone bad. When in a business that sells Dell products, I am more than happy to tell a perspective customer what buying a Dell product is all about and it usually works. Nothing short of a new PC could settle this complaint but then again, that seems scary and has potential for yet another headache.