Complain about a product or service

Dell Tech Support

Sambia of Dolan Springs AZ (06/28/08)
Purchased a Dell XPS 200 and it has been over-heating since the day I purchased it. Reported it over and over to Dell Tech Support and they kept sending parts (the same ones) over and over again. The computer is still running hot and they still continue to send either the wrong parts or damaged ones. They also promised to have this problem resolved before my warranty ran out last week. It has NOT been fixed. The techs promised to either fix the computer or replace it. In order to replace the computer, it had to meet certain criteria. The support team would never let me talk to a supervisor or manager and would always make sure while on the phone or Chat from their website that we would suddenly get disconnected.

I have spent hours, days and weeks trying to get this computer fixed or replaced and now my warranty ran out. The tech that came to my home advised Dell to replace the computer, but they refuse. This product XPS 200 is a piece of JUNK that was so expensive. The customer service people are rude and will not return your calls after they have told you to give them your telephone number in case you get disconnected. They will NOT stand by their products.

This has caused delay in classes and has resulted in several techs visits (not from Dell), but Dell sent them. The DELL people even give the techs that are at the home to service the product a hard time. They will not make the product good. Time and effort to get them to fix or replace this computer has failed.

Meg of Burke VA (06/28/08)
i have a dell xps laptop m1330. i have spent at least 20 hours on the phone with at least 30 different tech support or xps support technicians. i have had two visits to my home. my computer still does not work. i purchased my computer in jordan in feb or march. while in the states the screen became very dark. the tech support could not use my express service code because it was purchased overseas. so they set up a dummy service code. they sent a technician with a new lcd screen. but the one they sent him was for the computer that last used the dummy service code. so it didn't fit. he ordered a new one. the next week a different technician came to the house. he installed the screen. but it was still dark. he called dell, they said it needed new software, something to do with the driver and bios. he said he would not do it because he only does hardware. he gave me a number to call.

i called it but of course i couldn't get through to anyone because i needed the service code to use the automated service to put me through to a technician who could help me. i called and the tech support guy took over my computer and tried to help but couldn't he then told me to call 1-800 and of course i couldn't use that number again. so i am sitting on a fairly new $2000+ computer that i can't see. i can't seem to get anyone at dell to solve my problem.

i have a daughter going to college in the fall i made her buy an apple because of the problems we have had will dell service. i have a son who will be going to college next year. he also will not be buying a dell if we can't get any help. my husband is an it consultant in saudi arabia, he will be upgrading to a new laptop this year as well, not a dell if service is a problem. i also have a 14 year old daughter and we bought her an hp for the same reason. dell's service is a huge problem since there are no outlets where a customer can take their computer to have it fixed. even when it is new! 

Karen of Edwardsville IL (06/28/08)
I purchased an XPS One for about $2300.00 in February. 2 weeks later, the hard drive completely crashed and all data was lost. Dell sent out a technician who replaced the hard drive. I learned a lesson and started backing up my data. Well, today, June 27th, the hard drive crashed again. I have most of my business data backed up, but have not backed up my kids graduation pictures.

I ran the computer to Best Buy so they can possibly recover the data. I talked to about 10 people today from Dell. They were extremely rude. They are sending a technician out with a new hard drive. I don't want another hard drive. I would like a different computer that works. I should not have to back up my data daily.

I am a photographer. I have now lost work from now until the computer is up and running. That would be approximately $200 per day. I also have lost some engagement pictures. That would cost $500.00 for the digital copies of those. My kids graduation pictures are priceless and irreplaceable. It will also take me several days to reload all of the software I need in order to work on the pictures I take.

Ritch of Mountain View AR (06/27/08)
1501 laptop constantly disconnects. Tech support is in India. Can't understand half of what they say. They offered a 3 hour download, my computer will not stay connected that long.

Lose data, cannot use banking online. All operations are slow or impossible.

Maureen of Kennewick WA (06/26/08)
My son purchased me a Dell desktop system in December, 2007. He also purchased a hardware replacement policy. In May, 2008, the computer essentially crashed and after speaking to NUMEROUS people who could hardly speak English they refused to send an on-site technician to fix the problem. I took the computer to a local shop where they tried to retrieve as much as possible from the damanged hard drive. Again I spoke to Dell and they remotely reset my system back to factory default which meant all my programs had to be reloaded and needless to say, I lost many documents.

In June the system again crashed and once again the Dell technical support passed me off to over 12 people. It was interesting to note that one person admitted this system had a history of hard drive failure and right in the middle of our conversation, the line went dead....so I then had to call again and get passed around to more and more people. Since they could have cared less about my situation, I once again took the computer to a local computer repair who replaced the hard drive and recovered as many documents as possible. By the time someone from Dell finally called I had taken care of the matter due to their failure to act in a speedy and/or efficient manner and honor the contract.

I used this system (it is my ONLY system) for a home based winery legal compliance business. I lost many important documents and the failure of Dell to meet their obligations cost me personally $686.00 to get my system up and running. This does not include the time spent on the telephone with Dell which amounts to several hours - approximately 6 hours for both times; the time spent driving to the repair shops; the time and money spent at Kinko's to check emails from clients. What I want from Dell is a reimbursement of my expenditures and a monetary amount for time lost when no computer was available and also for the legal documents that I was working on at the time of the crash. The work I do is time sensitive and Dell displayed the most HORRID customer service I have ever experienced and in the future any equipment purchased will not be a Dell product.

Dollene of Fernandina Beach FL (06/26/08)
My mother purchased a 1700.00 laptop from QVC...a Dell. The computer is still under warranty. It has never worked.My mother lives in Georgia and I live in Florida.We have spent hours and hours trying to get the computer to work. She has called Dell customer support hundreds of times.

My mother is 76; when she first bought this monster, I thought it was her that couldn't operate the computer. The Dell representatives on QVC said they gave in home tech support, phone support...on and on. Mother can't pull up a web page without an error message coming up. She has high speed Comcast internet. The warranty isn't up until February 2009. When you call Dell, the people who are Tech support, can't speak clear English. After hours of doing this and that to the computer, a blue screen continues to come up. My daughter and I drove 700 miles to help her with the computer...it is almost like it has a short in it.

She called me last week at work, we were on a conference call with Dell. I was talking with a Senior Technical support person. I asked him if we could simply send the computer in and have a tech look at it. He said it would cost Dell too much money. I asked him if a tech could come to my mother's house and try and figure out what was wrong, since she had a hard time understanding the tech people...not only because of the language barrier, but also because of the computer language they use. He said no, and that we should have read the small fine print in the warranty. The conversation went downhill from there.

They decided she needed to have a new driver installed. I had to go to the store, buy a new CD. The tech person downloaded the new driver to my computer and I spent $15.00 to overnight it to Atlanta. The senior tech said they didn't keep drivers in stock...The tech called my mother on Tuesday of this week at 2:00...they were on the phone till 10:00. The tech had downloaded the wrong driver. We have no heard from Dell since. I simply to not know what to do. I feel that QVC misrepresented the computer and in the end, they should replace or exchange it...can you please help me. I have never heard of the run around they gave me the other day...and then the guy downloaded the wrong tool!

Hours of time and money spent on the phone, tears, postage, gas to drive to Atlanta to try and help my mother. She is old and has spent the last year and a half talking to India. Dell should stand behind their product. Dell will not give me a mailing address or will they let me speak to someone that I can understand.

Rick of Placentia CA (06/25/08)
I purchased a Dell XPS 720 computer in November 2007. In Feb 2008 the two hard drives started to fail. Dell sent out replacements and that is where the problems started. The replacements were blank and I had to install all the software myself. After several install attempts, I continue to get Video driver errors that crash the system. Repeated calls to Dell have not resolved the problem nor will Dell take the system back.

This system was purchased as both a base home use and a high end gaming machine (the system was advertised as such by Dell). It is completely worthless as a gaming system if the video continues to crash. The drivers shipped with the system and are reported by both NVidia and Microsoft to be the latest. Dell Tech support has been NO help after hours. All the problems have ended up being solved by myself (I do not consider a Dell tech support guy telling me to reboot repeatedly to be a helpful encounter).

A $4400 system is WORTHLESS for what it was purchased for and continues to crash 4 to 8 times a day.

Donna of Amity OR (06/22/08)
I ordered a Dell XP ($3,600) which was sent to me around the 20 of Sept 08. I was traveling when the computer arrived so didn't get it put together until the end of October at which time I realized there was a problem. Since then I have spoke with and emailed representatives, had technitions out several times.

In Nov 08 I asked that they send a replacement as I had received a lemon. They finally agreed to replace my computer on the 20 of May. I had not received it by June 5, 08 so I called and spoke with a rep who stated it was being sent the next day. On friday the 20 of June I spoke with a rep again and she stated that a computer had not been sent to me,(it is apparent the rep on the 5th lied) she was going to speak with her supervisor and get back to me within two hours I still have not heard back from her.

I have spent a considerable amount of hours on the phone with Dell, the file that I have kept on the correspondence is getting thick. I am frustered to say the least. It seems that there is no one who has any authority at Dell to resolve my problem as they all seem doubfounded when I ask to speak with someone in a top management position. I have owned several Dell computers in the past and HAD received pretty good service. But it is apparent that Dell has gone down hill.

All of the files which I put on my computer have since been whiped out. I ordered a Raid back up so this would not happen. One of the tech I spoke with at Dell had said that they had had many problems with the Raid back up.

Alan of Valley Springs CA (06/20/08)
Richmond Didn't call back. Today Tina and her boss didn't call back like the promised to. These are just the last two, there were two others before them. Each one has promised to reslove this problem I've talked to over 7 TECH support people for a total, well over, 10 hours trying to resolve this issue which you should be ashamed of. 18 to get a computer working, me buying new parts as suggested by the TECHs.

The economic problem is the cost of the new parts, i.e. keyboard & mouse. Time wasted on the phone a minimum of 10 hours with techs & 5 hours trying to track down parts. Physical damage is more mental, my wife, office staff, seeing & hearing me tell the same story to each new contact, as you never get the same one on the next call. I tell everyone who comes into the office, I write letters to the editor in 5 newspapers, and they will all be getting copies of the warentee breakdown from [Dell]. 

Gary of Eagle Point OR (06/20/08)
I purchased a Dell in 2008 I'm in in a wheelchair so I had it installed. Two days later I had a blue screen with a bunch of writing on it. The Dell Tech. came and took my computer home with him , he brought it back and said it was fixed and charged me $40.00 the next day blue screen, he came back and got a dell tech. on the phone and gave him control they did their thing and said it was fixed and the tech. charged me $60.00. A few days later blue screen I got a Dell tech. on the phone he took control of said computer and had me reload PC-cillin Internet Security 14 with my CD and said it was fixed

afterwards my wireless Dell printer also new wouldn't work and I had no sound. I got a tech on the phone he couldn't do anything with it so he said he would connect me with a wireless tech. I was cut off. But my sound was working. I used the USB cord to have a printer but the wireless receiver for the printer is still not working. I keep getting blue screens, a few hours later it works again. I have e-mailed Dell about it but I've heard nothing back. It happened again today, blue screen. Each time it gives different code numbers. I wish they would just replace my computer.

The economic is I paid a Dell technician $100.00 to repair a week old computer. the physical is the hours lost on the computer. Being wheelchair bound and housebound it is the biggest part of my day being on my computer.

Tia of Aloha OR (06/20/08)
I purchased my Dell Laptop Inspiron 1521 with Vista-although I requested Windows XP- in November 2007. Just as Coleen stated I have had the same problems she has had and then some. From the second week my computer would give me the blue screen and crash. I would then get a black screen saying disk error. I would get an error message that my battery was not recognized. I have called Dell's Tech support at least 15 times in the last 6 months and have spent HOURS upon HOURS trying resolve these issues. Nothing is working. They take remote access of my computer to try and fix it from India-nothing. I have requested a new refurbished laptop that I was promised if the technician was unable to fix my computer when he came out with a new refurbished hard drive.

After today I was told I will not be able to even get a new refurbished Laptop because it is not their policy and I am not within the 21 days of warranty. Even though my record with them indicates I have been calling within the second week of my purchase. Like many I have purchased many upgrades along with extended warranties... I am a student expected to graduate in two more months. All my classes are online and this is disrupting my studies in a horrifying way. Summer terms starts in 3 days and my computer now will not recognize any device I plug in nor will it shut down correctly. My internet connection is solely wireless-therefore it is a wireless card that I plug in to connect to my school-I cannot get online because my device is no longer recognized. The USB port and device manager will not detect my plug-in.

 I am student that does not have $1800 MORE dollars to drop on another laptop with one term of school remaining. Tonight Dell is supposed to call me back (to trouble shoot what they have not been able to in the last 6 months) they told me I would need a screwdriver so that I can diagnose what the problem may be so that they can ship more parts to my house. I will NEVER buy Dell again, neither will anyone I know.

I could be out my entire education because the only reason I purchased a laptop in the first place was to finish my degree ONLINE and I have one term left to go. I cannot put that on hold because I enrolled and paid for tuition thinking I would have a reliable computer to get me through online school. The only reason my last two terms were completed were due to a friend loaning me her laptop-that is not an option any longer.

Alan of Valley Springs CA (06/20/08)
My Dell XPS 21,dimension 9200, Vista Has been broken since 2/6/08 I've talked to at least 6 TECH folks in Manila, Bombay, Canada, & USA. Still not fixed. No returned calls, I need this computer for business. A part is on back order (July sometime) The wrong parts have been sent, etc.

I must have 30 hours talking with TECH folks (mostly them asking their boss what to do). All I've needed from the beginning. Thay had me buy a new key board then a mouse. They worked till today when the mouse stopped. The part that is needed is the on/off switch. But it also seems the usb ports have a problem. I have a 3 year warentee that no one seems to want to honor. Why not just drop off a new computer, or a rebuilt, or a loaner. I need this one all day, every day, but now I take notes and go home to work.

Alan of Valley Springs CA (06/19/08)
I bought a Dell xps 210 dimension 9200 Vista computer.10.17.07 06.02.08 The on/off button would not work. Today is 06.19.08 and it is still not working. I have a 3 year warentee. I want a new machine. I've talked to, at least 7 TECH people. The wrong parts have been sent, other parts are ordered. Back ordered, 4 times. Now due in July (sometimes). I need a working computer.

I have been promised 4 times that the person would resolve the issue & call me back the next day. THEY NEVER CALL BACK. So I start all over again explaining the problem. I've bought a new mouse, then a new keyboard, on TECH peoples suggestions. I WANT A NEW COMPUTER, I've been into the one so long its getting old, spare parts are not available. WHAT KIND OF COMPANY TREATS ITS CUSTOMERS LIKE THIS?

I've been in a situation in my real estate office where I write everything down take it home work on my other Dell computer to update my records. Each day I start my (bad) computer with a bent paper clip.

Coleen of Streator IL (06/18/08)
I have been a Dell customer for years. I have purchased two desktops from them and just recently purchased a laptop from them January 2008. The computer gave me problems from the first day I had it. It would not shut down properly (I have windows Vista) and I read up on it online and the promotional virus protection I received from Dell was Trend Micro PC-cillin and it really is not compatible with Windows Vista. Then I kept getting a blue screen and it would shut down on me. I do not know much about computers so I did not know what was going on.

I finally contacted Dell and they told me that I needed to do a diagnostics on it myself and see if anything would come up. Nothing came up then the next day when I went to turn on my computer it gave me a black screen telling me there was a check disk error to press cntrl alt delete to reboot. I did that several times and nothing happened. I got in touch with technical support again and they told me that my hard drive had crashed and that I needed to replace the hard drive myself once they shipped out a new one. By then I was furious.

So I thought I was emailing customer service my issue stating I wanted a new computer that I have had MANY problems with it and if I did not get a new computer I would not be making anymore payments and returning the lap top. Every time I got an email back it was from technical support telling me how I needed to fix it myself that they were sorry for the inconvenience. They had also told me that if I wanted to see if my hard drive was recoverable that I needed to take it to a local computer shop and pay for it MYSELF.

When I got this computer I added many extras to it. I paid for extended warranties, accidental protection, and 2 years onsite and they are telling me I cannot have a new computer. As I was typing this I got a call from Dell's corporate office telling me that the laptop I got sold like hotcakes and there has been no trouble with them until me. He was telling me how many logs I had through technical support. He told me that technical support will be getting back in touch with me within 24 hours. What do I care? They are not going to help me with getting a new computer! I will NEVER purchase anything from Dell ever again!

Annette of Millsboro DE (06/17/08)
I bought a laptop from Dell which never worked correctly. I spent hours on the phone with technician trying to resolve the problem. One technician decided that the harware was corrupted so sent me a hardware to change. They sent me the wrong hardware. They sent me a second WRONG hardware. I am waiting for a third hardware to come today. I hope it will be the right one this time!

By the way they are not even sure it is what is causing problems in my laptop! Technician are very well trained to sell but not to repair computer. None of them seem to know how to fix my laptop. I asked for a refund or for a new laptop but they refused! This is the last computer I will buy from this company and will make sure that none of my friends will!

I spent at least 50 hours on the phone with imcompetent technicians. I have this computer for 8 months and it never worked correctly. If they cannot fix it they should replaced it.

Patricia of Marshfield MA (06/16/08)
New Dell Computer Received with corrupted files in the operating system On March 28th, 2008 I ordered a Dell Computer Inspiron Desk Top, received within the first 2 weeks of April and I finally at the end of April, had the time to set it up. The first time I turned on the new computer I had 2 error messages that are still on my computer. Because I was having Verizon Fios installed I thought I could then attend to the error messages myself, or with help. I could not fix the problem and at the end of May, I started to try to get in touch with Dell support, which in itself was a chore.

I finally made contact on June 4, 2008 with a technician named Flaubert - Rep ID #01181618, who after two hours could not solve the problem and promised a call back on Friday June 6, 2008 between 8:00 and 10:00, this did not happen. I was not able to get to a support person again until June 11, 2008. I started at 10:00 and finally on 6/11/08 I was working with another support person Christopher - Rep ID#01181640, who I was disconnected from and subsequently reached shortly thereafter another support person Mangal Extension #58776676, who again tried to solve the problem from 10:45 to 12:32. It was determined after his efforts that the problem was the operating system had corrupted files and needed to be reinstalled. They wanted to send the hard drive to me and have me reinstall it, while talking to a support person. This to me was unacceptable considering it was a brand new computer, and I had never, ever been inside a CPU, and they were the ones that sent me a defective system.

I insisted upon having someone come to the house to take care of the problem, or send me a new computer. They refused but after talking to a supervisor they agreed to get back to me be between 24 and 48 hours that did not happen either. I had to call again on 6/14/08, cut off again and recalled. I am so done with calling, waiting and arguing that I have already put in place a dispute through my credit card company. I feel I am entitled to take some of the cost and pay for a company who can fix my computer. I was under the impression when I purchased through Dell they had improved there support efforts.

Also on my Invoice, I have listed all sorts of warranty notices 2 year , 1 year, extended, 3rd party at home service, initial year and extended. I do not understand why they do no abide by or acknowledge these warrantys. Just before I started this correspondence, I started to look into, Dell complaints, and there are a lot. Why is Dell allowed to get away with such poor service? I will never ever purchase a Dell or Dell connected product again.

I work at home 50% of my work time,and I lost too much time addressing and trying to get my problem taken care of. I will undoubtledly end up spending more time and money getting the computer fixed. The frustration of calling, waiting and arguing is absurd, not to mention the time involved in again installing and setting up the computer again. Economicaly, it is a disgrase to the USA to have a company of Dell's size out source the work. The frustration of trying to understand some of the technicians was horrendus.

David of New Cumberland PA (06/15/08)
I Purchased a Dell computer with Vista in July 2007. After many many many hours of technical service phone calls and several false diagnoses (they replaced the hard drive twice after which it worked OK for a short period of time), the problem was finally fixed with a new mother board (and even after that the battery needed to be reseated before it worked properly). With my warranty set to expire soon, I called on June 15th, 2008 to get Dell to extend the warranty a couple of months to where I finally had a computer I could use (ie another 2 months, Sept., rather than July). They refused (Customer Care contact provided above)

Rather than spending time with my family (I have 4 children - 2 daughters with mental illness, which alone can be quite stressful), I was subjected to many many many hours of time on the phone and intense frustration. Who knows what will happen during the 2 months of extended warranty (I will not pay to have the warranty extended because 1) it is so expensive (its cheaper to take it to a local computer store); and 2) the support is frequently not competent).

Sema of Goose Creek SC (06/15/08)
I started having an issue with my Dell computer that is only 6 months old...The total price of the computer is $3800.00. This issue was very minor, at least to me it was. Sometimes, very rarely, when using an application, a beeping noise would start and then my computer would shut down. I called Dell for their assistance from technical support since I have free technical support- note this is my first time calling them and that minor problem has occurred for over 4 months. The first representative went into my computer using remote access and deleted a lot of stuff from system configuration and registry. He also made a lot of changes to the registry. He did a couple of other things that I couldn't keep track of since he was moving so fast. He then told me the problem should be fixed.

Well, since I spoke with him 6/7/2008 at 7 am, I have been having MAJOR problems with my computer. Now, I can hardly boot my computer. The screen will just turn white. Or, I can boot it and when I get into my system, none of the applications tend to respond. I have informed many reps of this and they keep informing me to run a diagnostics test first, and then they say back up your data so that we can do factory image reset. Well, I have informed the reps everytime that my computer doesn't allow me to either boot or when I log in the appplications do not work so thre is no way I can save my data. They tell me to save anyway.

Anyway. I have spoken to a appoximately 27 representatives from Dell, online and on the phone. Everyone one of them has told me to run a diagnostics test and everytime it has passed with flying colors. I finally ended up doing factory reset without being allowed to save my data and that has not fixed the issue. So everytime I call, they know of this, and they keep referring to a blue screen...I don't get a blue screen. I have informed them of this. They tell me my computer is working fine, though I CANNOT use it. Also, the outerpart of my computer has little bits and pieces that have started to break off...

Everytime I speak with one of their reps, they fail to assist me and I am the one that caused the problem. It has been over a week now and I CANNOT use my computer and they refuse to help me. I still cannot get them to have a technician come out to my house either. I have informed them that any errors during start up repair that comes on states unexplained changes in system configuration that didn't start happening until after the guy went into my computer with remote access and also system volume disk is corrupt but i have not seen ONE person try to assist me in this matter.

I then have asked for a technician, I have asked for replacement parts, I have asked for a replacement computer, and I have asked for a refund. All of which cannot be done for me. I have written to customer service and wrote a complaint. I received a generic response in reference to all of this. I will never ever buy anything from Dell Computers again.

I am unfortunately going to have to pay for a computer that does not work because I don't want my credit to be ruined. I have lost all of my data on my computer. I have experienced the worst customer service and technical support ever. I am also 7 months pregnant and cannot deal with stress like this so I ended up breaking down in tears because no one wants to assist me in this matter.

Char of Dickinson ND (06/14/08)
I bought my Dell about 4 months ago. I have had a lot of problems my most recent one is that my computer automatically restarts itself. Have been on the phone with dell for over 5 hours. Still not fixed. They told me that if they could not fix it, when I bought the computer they would send someone out. They have gone back on their word. Customer support is a joke, people that cannot speak fluent English are answering the phone and you cannot understand them. Ya Dell is cheaper, but there is definately a reason. I will never buy a Dell again!!

Tracy of Pahrump NV (06/13/08)
June 3rd I started working with Dell Tech suppot agents trying to get the program Roxio to work on my Dell E521 desktop computer (which came loaded with Windows Vista home premium and Roxio to name but a few of the software programs) I bought the computer in June of 2007 ... but never had the opportunity to use the DVD Burner software. When I did try to use it, it came up with tons of error messages ... thinks like a problem caused the program to stop working correctly. Windows will close the program. This driver is blocked due to compatibility issues Sonic Solutios DLA

Microsoft had a disclaimer on their site that said they no longer supported Roxio version 9, but they would sell me a newer version. It went on to say that Sonic MyDVD Plus is incompatable with this version of windows. After two weeks, trust me the tech support people had me install, uninstall, patch, configure and do just about everything imaginable to Roxio (Sonic). NOTHING WORKED! They told me that there was nothing they would do to make it right. I can pay them 35.00 to get Nero another DVD burner software from them, or go without. Fair? I paid good money for a Dell computer. It's under warrantly until August 19, 2008. They don't care. They said I can't return it. They won't fix it. They won't send me the replacement DVD software unless I pay them.

I paid 1,000's of dollars to buy the Dell computer, then add a printer, digital cameras, specific software (all to be compatable with Windows Vista) Apparently Dell didn't take near so much care when they were installing things on the system ... Roxio never was designed to work in Windows Vista. I wanted to be able to burn DVD's that can be played on any DVD player attached to a TV. It's for my Mom. Her health is not good and I can not bring her upstairs to my apartment to show her the digital photographs I take on my computer.

Now I can't do any of that. I live on a very meager fixed income ... I am disabled and draw S.S.D. and S.S.I. I can not afford another outlay of monies to fix a problem with the computer. One that Dell knew about. They did nothing to make it right ... why didn't they send those of us who have the combination of Roxio/Vista a replacement program that would have been compatable?

Kimberly of Pingree Grove IL (06/12/08)
I purchased a laptop from Dell. Included with this purchase was an Express Upgrade to the Vista operating system. From all the documents I was provided there were no time limits given to me. When I received my laptop with my packing slip there were no additional instructions or rebate cards for this upgrade. I figured the upgrade would be sent separate, sent to me via email or sent to me in My Downloads on their website. I have continuously checked for this upgrade now that the operating system is being more widely used and can be trusted.

Not seeing any upgrade being given to me, I have contacted their support to find out where the upgrade I purchased with my system was. They told me that they will refuse to give it to me because they put some time of time limit on the upgrade, which they failed to send to me in writing. Dell says that they sent mail. There is no way they could have sent me any mail because the address they had on file was incorrect - They deleted my mailing address and billing addresses and only had the one time use only physical address I gave for UPS to be able to deliver the package. I have received no forwarding mail from Dell, nor have I received any emails. They refuse to provide proof they have tried to contact me by any method.

When I spoke to them in January 2007 regarding my system and upgrade, no one mentioned anything to me by phone. This is the worst customer service. You don't blame your customers when you make a mistake. There are a lot of complaints on the attorney gernal sites and BBB sites about Dell. I haven't hesitated providing more.

Dell of Round Rock TX (06/09/08)
i works as an senior technical support manager for dell's outsourced technical support call centre in mumbai and we know what the consumers of dell go through every day ,however it is no paradise for thepoor tech support guy u all blame in india his job depends upon your positive feed back in the customer experience survey email that all the customers usually get if a poor tech is scored anything below 7 he has had it and he is fired and all we should all know how much he is paid $500 a month thats it and that too he has to see 80% of all the calls he recives do not call back within a week or his pay is deducted,besides now a days tech support guys have a target of $100 he has to make sales to the consumers every day,for the dispatches of any hardware which has gone bad he has to take permission of his managers and they too have to follow dell's target of minimum dispatches,

ONE IMPORTANT SECRET ALL THEPARTS WHICH ARE SHIPPED TO YOU ALL CONSUMERS ARE REFURBRISHED WHEN YOUR HARD DRIVE OR LAPTOP CRASHES THEY ARE NOT REPLACED WITH NEW PARTS BUT WITH USED PARTS, all the consumers blame dell tech support guys but you should visit and see they even though they work in a office tower they work like slaves for 90 hours a week.

Tendo of Whittier CA (06/07/08)
I had trouble accessing files on my computer's hard drive, resulting in slow performance. Dell's tech support had us pay $40 and recommended a ram upgrade that cost $90. The upgrade had no effect, so they offered to sell me a an external hard drive to back up my data before a complete reinstall of windows. Since I had no guarantee of the problem being resolved I decided not to purchase the drive from them.

On a second call to tech support they insisted I was having a different problem and demanded another $40. The manager would not bend on the issue and subsequently hung up on me.

$130 and no resolution

E of Chicago IL (06/07/08)
I pay for dell on line repair service. Previously I was able to have a live person on the phone within 5 minutes. Now it takes more that 40 waiting on the phone for Dell on line repair. I pay for this service and waiting 40 minutes is too long. And there is no one to complain to at Dell Computers.

I can not use my computer to do my work

Hi of Los Angeles CA (06/06/08)
I am having a real nightmare experience with the Dell's so called Resolution Expert Center. After dealing with a really bad $1000 worth d620 machine that caused me hours and days of aggravation I managed to get a replacement which came out to be even worst than the first machine , imagine how frustrated can that get and when they finally call you back (you must wait for 48 hours for a call) I stated that I would like to receive a decent replacement this time and that I am willing to pay in dollars for any difference but I was told that I can only get the same system again from the same source and that I should feel lucky to have such an awesome machine.

I was very not happy to hear that and requested that a supervisor that is really into helping should call me. the guy on the phone wrote my answer as decline the offer and now dell will not even exchange the unit and will only repair it and that only after going into all the troubleshooting again which we already did the first time.

I was treated like trash, patronized and looked down to. i lost hours of work and hours of phone talks, my blood pressure goes up whenever one of this guys is on the other line

Shiela of Houston TX (06/06/08)
I have had the worse time ever. I purchased an Inspiron 1525 with the works. I made my purchase in February and to date it has crashed four times. When I contacted Dell, the technician insisted on trying to get me to allow them to restore the computer for the fourth time back to factory settings. I advised him I did not want a reset computer. I wanted a new system. He was very angry with me and started to become rude. He placed me on hold for a few minutes.

Once he came back, he stated I'm just going to send you a new system. He had a real attitude about it as well. He asked if I could hold for a few minutes. Because I was on my cell and had exhausted several minutes already, I gave him my number and asked if he would call me back with the order tracking number for my new system. Of course I never got a call back, although he did agree to call back. I called and left a voicemial number in which I was given and never got a call back. I finally called again this morning and someone could help me. The new computer is on it s way. Now lets pray that it works.

I went over in my minutes on my cell phone due to dealing with Dell. Not to mention countless hours.

Betsy of Corona NY (06/01/08)
I had a bad experience too. I bought a desktop, and the PC started making a weird noise few month later, and I called them to see if they can help me. what they said was that the time of the insurance was expired and i have to bring some place else. But when i bought my computer I paid for that insurance.

The only thing that i have to tell you is that I am a single mother who saved some money to buy a computer for my kids and is not fair that these people couldn't help me, now my computer i sent it to some place else to be fixed and it cost me a lot.

Gayna of Hollister, CA (05/24/08)
I purchased an Inspiron 1720 in December '07. The first time I turned it on I got a blue error message saying hardware malfunction. I called tech support, they had me follow several steps to fix it, and at the end of the call it seemed resolved. Then, maybe a week later, the same problem started happening again. Tech support refused to let me return the product, and I was jerked around well past the return deadline.

I sent the computer to them to be repaired, they sent it back almost immediately - in the same condition. So, I returned it again ... that time they lost it. Then they sent a replacement for the one they lost, and it didn't work ... different problem that time.

I called tech support, and even though I told them I had no knowledge of the inside of computers, they told me to open it up. When I started stripping screws I dropped everything, and insisted they send me a new computer ... they did. It's now May of '08, and my problem finally seems resolved, but I can promise I will never buy another Dell computer.

I didn't stop making payments on the computer until March '08, so I was paying for a product I couldn't use until then.

Judith of Cannon Falls MN (05/19/08)
I bought a laptop from Dell the end of March, and almost immediately began having problems with it.(Blue page error message) I called the Customer service number, and after an interminable wait, was connected to tech support(in India,of course!)who helped to resolve the problem. So far, so good.

Then a couple of weeks later, another problem, this time a black-page error message and a totally frozen computer. Again, call, wait, try to understand the instructions of the tech.... no resolution. OK. The tech's supervisor will call, so I stay home and wait for the call,which never comes. I then get a call from Dell, doing a survey on customer satisfaction, and I am VERY honest about my displeasure, and this person gives me a telephone number which I call & am connected to another tech who talks me through the SAME steps with the same outcome, OK. HIS supervisor will call...AAAARRRRGGGGHHHH!!!!

Long story short, after many more phone calls, (during which I was actually instructed to disassemble the laptop and remove several components,)all to no avail.. and much begging and pleading on my part to return the computer for service or replacement(all to no avail) I disputed the charges with my credit card company and boxed the laptop and printer up and mailed them back to Dell on May 6th. What a nightmare! I'm a 65-year-old woman with no computer tech skills & when they told me to go get a SCREWDRIVER I almost had a heart attack!! These people are absolutely the WORST in customer-service that I have EVER encountered. (Pardon all the capitals, I'm trying to convey my OUTRAGE!!)

Aside from the frustration, anger,confusion,etc.,I also spent $60 on postage to send the darn thing back. I still have not heard one word from Dell, so I am hanging here, not knowing where I stand with them....are they sorry?(probably not) Are they going to re-submit the charge to my credit card company?(I hope not) How long do I have to wait to find out?

Samuel of Brentwood CA (05/08/08)
I have been trying to get my son's laptop repaired or replaced by DELL. I am kept on the phone for ever by the tech supp dept. I spent over 2 hours on the phone trying to explain to the tech empl that the laptop ti not working. I get transfered, disconected and hung up on. My exp with them has been a nightmare and still no laptop. Please help.

Since my laptopn is not working it is a over $1,000 value product that i can not use. My sons need it for School etc...

Vanessa of Kapaa HI (05/08/08)
I have numerous reports with Dell for technical support. I am very unsatisfied with their solutions and I want a replacement Computer. They have my technical calls documented. Can you please try to obtain tht information from them so you can see how much problems I have had in the past.

I am stressed out and have wasted hundreds of hours on the telephone and physically fixing my lemon of a computer. I want a computer that runs properly.

Gina of Reseda CA (05/05/08)
I purchased a dell demention computer in 05. From the begining I had one problem after another. I was told in order to fix these problems, I needed to purchase the additional Dell on call insurance at @ $250.00 per year or @125.00 per incident. Naturally I perchased the yearly insurance, luckly I did because every month like clock work the computer was down. After a year of me telling them it was a bad it was a bad hard drive, and finally in december of 07 they changed the hard drive. Two times I purchased the insurance costing over $500.0 for the two years. Now a little over for months, the computer is doing what it always did. Right now I can't watch any video, and I could last week. When I try to download adobe flash player it won't accept it. Dell on call now tells me that my insurance had expired and Im to pay another $250. to get them to walk me thru fixing the problem.

When I questioned the fact that I should not have to pay another year of insurance, because I believe I have a lemmon computer, I can not get one person in all of India who is accountable for the fact that this is a lemmon. I have called every department and then they transfer me to another dept. it's like going in one big circle. I don't feel like I should have to pay for insurance for a lemmon computer. I could have bought another new computer for the price that I have paid in ins. and now they want me to pay more. I need to talk to someone who will be accountable for this computer.

Stuck with a computer that constantly needs repair. Loss of time and income. Stiff neck for sitting for hours on end trying to fix this computer with someone telling me what to do.

Ted of East Meadow NY (05/03/08)
I bought a Dell Vostro 1700 that has a S-video out adapter that goes to an external T.V. source. This connection out requires a component video adapter to get high definition. It also has an s/pdif out on it. There is a picture of it on the top of page 77 of the Dell Vostro's owners manual. The problem is NOBODY knows anything about this cable at Dell. The stores dont sell it. Not Circuit city, Microcenter, Bestbuy, Radio shack. Nobody.

Dell customer service says to go to Dell spare parts. Dell spare parts doesn't know what I'm talking about. I tell them to look at the picture on the top of page 77. They say they don't have access to the manual to see the picture. Not even their manager has access to look at the manual. I gave them the link to page 77 online. They state they have no access to the Internet. Nobody knows anything about the adapter on page 77. It's incredible. Customer service can see the picture but they don't know what it is. I made it a quest because I thought I would one time get somebody who knew something. Dell has me stunned and not in a good way. Nobody there knows about the product they sell or even has the resources to look it up.

Just a lot of time and aggravation. I don't think there is a legal thing here. Unless Dell says they can support a feature that they really cannot. It's either that they don't support their products or false advertising. One or the other.

Carol of Faribault MN (04/30/08)
I recently bought a Dell Dimension E520 through the employees program at Rice County Social Services. The of middle of March I contacted a Dell technician through the Dell Support Center? to ask about upgrading my computer since it was running slowly. He said he had checked the configuration of my computer using my Service Tag and suggested that I add more memory because I am running Vista. Based on the advice of this Dell Technician I ordered two 1 GB modules of memory.

This past Saturday, a local technical came to install the memory and I was told that my computer already has the maximum amount of memory. Dell will NOT let me return the memory moduels because 21 days has lapsed since they were bought. This is the first I was ever told of this return policy and it is not included in the on-line order form.

Today I spent over an hour talking with Dell customer representatives. I was hung up on twice and I was treated with total disrespect. Dell Technician lied to me by stating that my computer needed more memory - probably to get a commission. Dell does NOT stand behind the consumer.

Allyson of Ofallon IL (04/25/08)
Purchased a XPS M1210 for about $4800. I thought I was buying a top of the line computer. Thing hasn't worked correctly since we bought it. Keep telling us different things might be wrong and want us to take the computer apart ourselves. Now they are telling me it is the mother board. Dell keeps fixing it with the same defective parts! I tried to get my money back, but Dell refused. They did not even offer to exchange the computer for another.

Lost $4800 on a computer that hasn't worked. Daughter used computer for school and lost all her work for the semester...nearly caused her to fail her college classes. They keep fixing it with the same parts that fail so the computer will continually need repair until the warrantee runs out which means they will then charge me for the defective parts they keep replacing!

Nancy of Canal Fulton OH (04/24/08)
I purchased a dell desktop for my senior parents. Upon installation it continuously had problems with screens freezing and the monitor would become scrambled. They replaced this unit with another faulty unit. We purchased the 3 year warranty with IN-HOME service for the piece of mind for my parents - however - we have had nothing but problems - HOURS on customer support trying this and that - all to no avail - but they say they have to follow policy before they can send anyone out. This has caused IMMENSE UNDUE STRESS on my parents - as they have not had a workable computer in over 4 months!

Dell's marketing and concern for the SENIOR MARKET is horrible. Seniors cannot be expected to spend HOURS on the phone with technical support on 8 - 9 different ocassions without having any results - and when I asked to have someone come out -they refused unless more technical support was done over the phone first. WE WANT TO RETURN THIS COMPUTER - IT DOES NOT WORK - BUT THEY WANT TO CHARGE A 20% RESTOCKING FEE. I own 7 dell computers - I will NOT purchase any more. SENIORS BEWARE - IN-HOME piece of mind warranty a JOKE! Computer still not working - they're trying something new.

Randy of Omaha NE (04/22/08)
Dell continues to send me parts for my dimension E510 that don't work. My PC crashed back in Decemeber and I'm still fooling around with Dell to fix it. They've sent me 5 non-working motherboards, an I/O panel, and 2GB memory, none of which have fixed the problem. My PC won't boot and the same error codes light up on the front of the tower. Now, a senior support resolver wants me to spend $200-$300 on a new processor, of course they still don't know if that will fix it or not. I had one employee from their escalations team tell me to sell it as is. Are you kidding me? Dell is an absolute disaster!

I've spent over $1000 since July 2006 when I bought my PC direct from Dell. $75 on a refurbished motherboard-not new of course, $75 on new memory, and $11 on a refurbished I/O panel. This nightmare has hurt me financially, all the time wasted making phone calls to India or the Phillipens to employees you can't understand, etc. My PC hasn't worked in over 5 months, no kidding, over 5 months!

Kym of Atlanta GA (04/15/08)
About a year ago we purchased a laptop from dell. Right away we began having problems with it. After several calls to tech support and customer service, they sent out a technician. After replacing the motherboard, the laptop still would not function correctly. After another round of phone calls to India Dell agreed to replace the laptop. When we received the new laptop we noticed it had a sticker on the back that said it was a refurbished computer.

We didn't need another computer with problems so after complaining we were told we would receive yet another computer. Now we are on laptop #3. In the last few months we have had problem after problem. It has crashed and we have lost data. Even using an online data-save we have still lost countless pictures and valuable time dealing with this situation. Last month the computer crashed and my husband spent several hours reinstalling everything.

Today it crashed again--everything is gone. I called Dell and told them that I was done with their product and wanted a full refund. After the run-around and much of what others are saying here (pacifying, etc.) they offer to replace my computer yet again (no thanks) or i can pay a restocking fee to have it returned. I refused to pay anything so that they can try to pawn off a used and damaged computer on someone else.

After to speaking to person after person (who all claimed to be managers) they refused to give me any contact person of someone that could process my claim or assist me. They said I had been denied but could not tell me who denied my claim or where this imaginary office was located. They said they did not have the number to their supervisor (who was in a meeting) or to their corporate office. They refused to give me any information whatsoever and I've had to research this on my own. I am asking for a full refund of every cent that I paid. I have given them ample opportunity to make good in an attemp to fix the problems we have encountered and they have sent product after product of poor quality. I won't even get into our problem with the printer, of which we are also on #2 now.

$2000--cost of laptop

Terry of Evans GA (04/14/08)
I have been having major issues with my Dell E521 desktop for the past 3 months. They have twice sent out technicians to replace the motherboard (after many hours spent on the phone with the boys and girls in India). Computer still will not either boot up or operate correctly (hangs up on Dell logo or Windows log and if I do get it past that, only works for 2-3 minutes, then locks up).

O/A 20 March, their tech support instructed me to reload the operating system. After saving as much info as I could on a removable hard drive, I did and encountered the problem the very next time I tried to operate the computer. I was too angry to deal with the issue (and the folks in India) until yesterday, 13 April. After disconnecting and reconnecting memory sticks and going through all the same steps that I had previously been put through, I was told to reload the operating system (again). After doing so, I was informed that my computer was just like it came from the factory and would work fine.

Of course, this morning when I attempted to turn it on, it hung up consistently and is unusable.

I came into work planning to find an address or some phone numbers to contact someone within the company who could deal with my problem. After much searching, it is obvious that Dell has intentionally made it impossible for customers to bypass the gang in India and attempt to resolve problems.

From the complaints on this site, Dell does not respond to customer complaints and issues. They ignore customers until they simply go away.

The really disheartening part is that I just spent bucks to extend the original warranty. Considering the service I have received thus far, I wish I had taken the money and used it to light a cigarette.

Susanne of Danville, PA (04/14/08)
I purchased a Personal Computer fron Dell Inc. on 4/8/08. I paid with my credit card/debit card, $1106. When I recieved my PC and installed it, I found it was striped clean, didnt even have Windows on it. I spent 5 hours one night with Dell Tech support and was finally able to get Windows on it. Then I spent another 3-5 hours the next day installing my NVIDIA GeForce and all the drivers while talking to tech support once again.Now I find it has NO virues protection as promised.Suppose to have a 30 day free trial.

All of this was suppose to be installed before shipping it. Also I was suppose to have 4G DDR2 SDRAM and its 3.25 GB RAM. Im at my wits end. What did I pay $1106 for, if i have to do all the work myself? When I contact Tech Support these people are clueless and cannt speak English very well. Then theres the problem with the fact they still owe me $111 they took from my acct. and it was canceled.

I have contacted them several times about this and was promised the money would be put back into my acct.that day. This was a 10 days ago.

Rita of Oveland Park KS (04/12/08)
I received my Inspiron 1720 on March 14th 2008 at 2pm cst. At 4pm cst I was on the phone to Dell technical support.

The Problem: Without warning, my computer shuts down and all data is lost.

Dell technical Support resolutions: Almost every day From 14th until today I have call Dell technical support. As a result, I have uninstalled the OS three times, remove any and all MS updates, run the machine with and without internet. Also I have changed the power setting, run system hardware checks 4 times and allow each one of the technicians to connect and try their hand at fixing the problem. To know resolution.

Dell promises: A Dell manger and/or technician has, promised to (4 times) send a box by DHL in order to bring the computer back to the depot? , (3) replace the computer, (5) times have a Sr Technician or Exec Management call me. None of these promises happen. In desperation, I offered pay the shipping cost just to get my computer fixed.

I wanted to use this computer for my business, however with the random shut downs, I can not if this is not resloved, I may need to buy another computer which will put me out of $2500.

Laura of Rincon GA (04/12/08)
You sold me a xps all in one system with a bad hard drive. You sent someone to install a new one, a blank one. I was assured that everything need would already be installed on the hard drive. That was a complete lie. I went a week with no computer and spent almost 20 hours on the phone with tech support. Before my hard drive went bad dell sent me a letter with a disk saying my modle had a hard drive problem. I can fax that to you if you would like. No one can confirm that this letter was sent or that there is any issue with my model of computer. I had to sign for this package and it seems crazy that nobody can confirm this matter. I would like to have someone contact me on this matter. If you sold me a junky computer and wasted a ton of my time I think you should make this right. Look at all the money I have given your company in the last five years, if this problem is not fixed I will never spend another penny on a dell product.

I could not do my school work and wasted hours(20) of my time and lost tons of photos. I also had to people who do not know english very well. Your Indian employees are so rude. If I live in the united states I would like to speak to someone who speaks understandable English.

Elizabeth of Calabasas CA (04/09/08)
I bought a dell computer for $1500. less than 2 years I started having problems. I called tech support paid for service because warranty expired. They told me my mother board was bad and it needed to be replaced and it would cost $400. I did not have the money so i said i would have to think about it. The sales rep called me 3 times and asked if i wanted to replace the mother board. They told me i could put it on my dell card. I wasn't quite sure if i wanted to replace or buy new computer but the sales rep insured me that getting a new mother board was like getting a new computer. So i replaced mother board.

I had it a few months and problems started. I sent it to dell 6 times over 4 month period. They could never fix the problem.

A manager then told me they would send a new computer. They sent me a refurbished computer. The day it arrived it had error problems. I called immediately and they said they fixed it. Tech support did through the internet. I have same problem week later and they said the new computer is not covered under warranty. The warranty expired they will not give me my old computer.

So now I am stuck with a computer that does not work. They said it would cost $200 for lcd screen and $495 for something else. I should have got a new computer. They never told me that this computer was not under waranty. I have repeatively tried to call the extension numbers. Nobody calls you back at Dell those number a joke. The sales department will call everyday though. 1. Mother board was a joke 2. replacement computer was broken they said it was new.

I want my old computer back. $1500 and $400 for mother board. I run a small business and i lost a few clients. $3000 somebody should sew them for misleading about waranty and not being able to get my computer back because this new one they sent me is broken. I want to exchange for old computer.

Joanne of Staten Island NY (04/09/08)
I purchased a laptop one year ago. It has been nothing but problems. 3-4 hours at a time on the phone with technical support and they cannot fix. I was told to ship it back, box came with no DHL slip to send back or for DHL to bill. One week of calls, speaking to people who cannot speak or understand english, the computer is still here broke. No one over at Dell knows there account number with DHL for me to ship it out for a repair.

Derrick of Kennesaw, GA (04/08/08)
I purchased a Dimension 5100 3 years ago. After the first year the mother-board failed. Luckily I bought an extended warranty. Dell sent a tech out and replaced the mother-board. About three months later the mother-board failed again. It was replaced under warranty again at no charge. Roughly 9 months later the mother-board failed again. Again Dell sent a tech and the board was replaced under warranty. One day after the mother-board was replaced for the third time it again failed. Dell is now sending another mother-board and a power unit now.

Aside from having no computer for several days on end it has caused revenue to be lost from my business. When you work from home having no computer is lost business. I have now had to go out and buy another computer to have as a backup in case my Dell fails again.

Betty of Cookeville, TN (04/08/08)
I purchased a defective computer from DELL. Of course, they refuse to replace it. The technical support team makes appointments to call, then doesn't call. They have replaced the hard drive twice, yet refuse to just replace the whole system. My computer is a piece of junk. I have never dealt with a company with poorer customer service than DELL.

I spent $1008 on the computer. I have spent 1000 hours at 25 per hour trying to get the thing working. plus, untold stress and mental anquish

Laudalina of Jacksonville FL (04/06/08)
I bought a computer Dimension E510 and 14 months after buying it I started experiencing problems with it. It wouldn't boot up half the time. After extensive research and troubleshooting, I found that hundreds of people are experiencing the exact same issue. We believe that model computer is defective either the motherboard or the I/O panel. Hundreds of victims are spending hours and money trying to figure out what is wrong with this computer and so far out of the hundreds who have posted on the dell forum sight maybe 3 have been able to fix theirs although the fix is not the same for all of them.

Consequently we bought something that is clearly flawed and we cannot rely on that 14 month old computer anymore and Dell is dragging it's feet in finding a solution or are ignoring the hundreds of people who are asking for help on their forum. Economically we're out 1000.00 dollars because the computer is useless.

Tara of Verona NJ (04/02/08)
In 2005 I purchased a Dell Inspiron 6000 and because I was only a novice at the time, I also purchased the 3 year extended warranty. In August 2007 it started acting funny and in December it died. I cannot even turn it on. I contacted dell and the first two weeks we spent on the phone arguing about what the problem was and doing any and everything to avoid getting to solving the problem. I finally convinced them to send me the necessary recovery disks that should have come with the system when I bought it rather than the cd looking card that claims I will never need recovery disks for this system. However, it has been three months and they have yet to send the disks to the correct address even after I repeatedly called and confirmed the delivery address. I was referred to a Supervisor who never called at the appointed times and I have called so often that I must be on some kind of list of customers to avoid since now when I call I am immediately transfered from one department to another. I work for multiple school systems and I am very active and vocal in numerous professional organizations. I have now mad it my new mission in life to educate people about the terrible Quality of products and terrible Customer Service at Dell. I will continue to be a PC user but I will never again buy or recommend a Dell product.

As a full time graduate student and full time employee, I have been delayed in getting my professional and student work completed on time. My business has suffered because this was my only home access to a computer.

Carrie of Fulton NY (03/30/08)
I bought a new desktop in February 2008, it has not worked properly ever. I called technical support on 3/7 and reported that the computer kept shutting down every 5 minutes. They did try to trouble shoot the situation and I stayed on the phone for 4 hours rebuilding my computer. I am not a technician and have no desire to do this. That is why I bought the extended service plan. After completing this procedure, the problem continued. I was told that my call was being escalated to a higher power, whatever that means, and that I would be called back within 48 hours.

By 3/12, I still had no phone call so I called back and got a major run around about who to talk to and they wanted me to stay on the phone for another 4 hours and try the same things. I refused and complained a lot and finally they said again I will be escalated to a higher power...as you could guess nobody called me back. Then, on 3/20 I decided to call and ask for a manager however that isn't easy either because they act like they all can help you and keep you on the phone for hours and then can't help you. Finally they sent a technician out to replace my hard drive. The technician was wonderful, however, it didn't fix the problem so I'm back to square 1 dealing with dell technical support again.

I've called several times and either been disconnected or jerked around. I spoke to someone in customer care and he assured me that he noted the account and upon calling technical support back the system would be replaced with a new one. However, when I called technical support again, they don't have a record of that and are refusing to send a replacement. If you can suggest what I should do I would really appreciate it. I need a working computer to complete my master's degree and now it is costing me tons of money. Any suggestions or help would be greatly appreciated!

Time and money are not cheap...

Margaret of Homer NY (03/23/08)
I purchased a Inpiron 1721 at the end of November 2007. I have had to contact Dell on numerous occasions. I had to reinstall my Operating System [Microsoft Vista] three times, then finally Dell shipped me a new hard drive. I installed the hard drive and guess what, once again had to reinstall the operating system on Monday March 17th and spent from 9:00 until now [still waiting for a call back, did I mention it is Easter Sunday on the phone with technical support]. At what point does a company realize they sold a bad product and stand behind it and replace the computer?

It is very time consuming to be on the phone with support and when you reinstall your operating system, that means you reconnect your wireless connection, setup all users on the computer and their email. Reinstall adobe, microsoft works, and any other software you need such as software for the online courses I am currently taking [11 credits] while working full time and raising a four year old. How much time do they think you have? The worse thing is that Dell hides behind their customer service and technical support people who cannot make a decision to replace the computer and are not allowed to disclose a number for the consumer affairs or complaint department. So unfortunately the technical people were on the other end of my irate phone call to Dell. I feel bad, but how do you get satisfaction and when is Dell held accountable for their product? It's one thing to have to contact support once or twice in a 4 month period but 6 or 7 times and still no resolution. Maybe you can help explain or I feel more people need to get together and let's go on National television and explain our frustration. Bad publicity might help them to change their policies.

I have spent many hours trying to be able to use my computer. The time I spend talking to technical support and reinstalling basically all the software takes time away from my studies. Well when you work a full time job and try to go to school and raise a family - the only thing you can give up is sleep. That makes me even more frustrated and angry.

Amin of Riyadh OTHER (03/16/08)
I have a Dell Laptop D610. Service tag no:2FPWK9. During traveling, the  LCD display got some stretches. This laptop is covered for accidental damage so I sent it to the above mentioned dell customer center in Riyadh, K.S.A, but they refuse to repair under warranty and gave me a quote for replacement of LCD. Please tell me how to replace LCD under Accidental damage coverage.

This has really damaged by opinion of Dell.

Frank of Brooklyn NY (03/11/08)
We purchased 15 Dell Optiplex 620 Desk Top computers. Of the 15, 3 of them did not work at all out of the box. They simply wouldn't turn on. When the service tech Dell sent opened one of them up, he found there was no Intel CPU chip in the socket, and it had no hard drive! For the other two, when contacting their tech support, they instructed me to open the case, disconnect the hard drive, all the other connecting wires, and then finally told me to remove the two memory chips, which I refused to do. I said, first off, he didn't tell me to use a grounding bracelet to prevent the chips from being damaged, and second, why was he asking me to repair a computer that was new out of the box or expect me to be a computer technician? I wanted them to take it back and give me a new one that worked.

He said they don't do that; and they will only send a repair technician (we had the on-site service extension)--IF I followed all the instructions he was giving me. So I just sat there and said, Yes, the hard drive connection is removed, and it won't go on....yes, the memory chips are removed...it still won't go on. I didn't do any of it. That was like buying a TV set that won't turn on right out of the box, and when you call the company support line, they tell you to open the back and start futzing around with the components. As it was, they finally sent a repair tech who had to come twice for one machine, replaced the mother board on both machines; for the third machine, after three visits, they finally removed it, and it took two weeks for them to get us a replacement computer.

All the while I am thinking, sure, I can open up a computer and trouble-shoot everything myself, but do they really expect non-technical individuals to start plugging and unplugging the innards of a desktop computer when it should instead be functional when you plug it in? This is no way to make computer usage become a mass market home appliance. Bottom line, 3 out of 15 dead out of the box is a VERY bad ratio if you are looking for reliability in a computer manufacturer.

Obviously down time and impact on staff's ability to perform efficiently. Lost of wasted time on their hold for hours tech support telephone line.

Merrill of Richardson TX (03/05/08)
I have a dell E20. I had a spyware problem, and Dell told me to download spyware from a spyware company. But it did not work, so I had to pay Dell for technical support and use the Dell Tech Support agent. But the first agent did not correct it! The second agent, the next day, removed my spyware and a lot of my software, and my computer would not start. He tried to reset my computer, but it did not work. He said that he would call me back within 2 hours. He never called me back. I called the next day, and the third agent could not reset my computer; he worked on it for 3 hours and said he would call me back. He never did.

I called and asked for help 8 times after the 3rd agent; I called for help for a week. They never reset my computer, and it never worked again. I finally called a certified agent who came to my home and corrected my computer within 1 hour. Dell has the worst Tech support agents! They do not know how to speak or how to handle your computer problems! They have been trained to just get the money, not to correct your computer!

I lost all my data, I sell travel online and lost everything and money. It cost me over 400.00 to get my computer corrected, DELL Tech Agent corrupted my computer and never fixed it! I will never BUY A Dell Computer in my life again I am still stressed.! P.S. you cannot call Dell,you must send a letter but you do not get a response!

Dan of Orange City FL (03/03/08)
In Jan 2008, I had ordered a replacement hard drive to simply upgrade my Dell Inspiron 6000 laptop. Upon receipt of the hard drive, I installed it and it worked for about 2.5 weeks and then we began getting the blue screen of death. It would not boot into windows. After several days/evenings dealing with technical support it was determined that they would replace the hard drive as it was no longer functional.

Upon receipt of the replacement hard drive, it was the wrong one - did not fit my laptop. I called customer service and explained to them it was incorrect and they all but called me a liar - it could not have possibly been incorrect. I finally had to take photos and email them to the customer service (I hate to even associate that term with Dell) representative so they would believe me. After that they replaced the hard drive again - with the SAME incorrect hard drive! I patiently returned yet another one and spent another 4 hours or so on the telephone explaining my story for the 10th time to another foreigner who doesn't understand the English language and recites solutions to me off of a cue card.

I finally got the correct hard drive and would you believe it, it was REFURBISHED because by the time THEY got around to sending the correct fitting hard drive it was past the 21 days! I paid for a brand new hard drive and ultimately received an inferior product but paid full price. I spoke to customer service upon receipt of the refurbished hard drive and they said there was no option on the screen to do anything about it (what does that mean?) and no manager to be found. VERY DISAPPOINTED and FRUSTRATED! NEVER buying DELL again and have been a loyal customer since 1996.

Paid for a brand new hard drive and ended up with a refurbished/inferior one because of their ordering error - twice.

Mary of Garland TX (03/03/08)
I want to return a Dell Inspiron 1720. Yes I know it was ordered on Jan 23. Yes, I know the 21 days are up. The problem, the OS is dead. Vista went legs up! Dells tech support was no help. Their tech support doesn't have a grasp of the English language. By going on line and searching the internet from work, I was able to determine that even if I tried to use ?Set back to Dell Factory setting? I would not be able to recover. The only recovery is to do a complete reinstall of the software. THIS IS SOMETHING I DO NOT WANT TO DO, HAVE THE KNOWLEDGE TO DO OR THE SKILL! Then there will be the problem of the one time license software that I used for this machine that I will have to repurchase! Not a pretty picture on a 2k laptop that is less than a month old! DOA, can't be repaired. I DON'T WANT THIS LAPTOP. I don't have the time or patience for this. I want to go from home work, turn on my laptop, and surf the net, and NOT HAVE TO WORRY THAT I HAVE TO REINSTALL SOFTWARE EVERYDAY! How do I send this laptop back and get my money back?

Laptop cost just under $2000.00. Software purchased for the laptop $500. Not being able to surf the web, pay my bills, losing all my data, pictures, etc.

Winifred of Silver Spring MD (03/02/08)
This unit was purchased in 20/03/07. We have had countless problems with the computer which currently now include: CHDKSK runs every time the unit turns on. The message disks need to be checked for consistency; The AC Adaptor has issues. The message reads: AC adapter type cannot be determined. This will prevent optimal system performance; windows have blocked some start-up programs; driver blocked due to compatibility issues. And to further compound the problems, the boot menu is a constant feature of the unit. I have spent countless hours on line with technical staff who have said: "You will receive an e-mail copy of our conversation, or a technical support representative will call you back."

I have had remote access to the unit and spent hours having the disk checked. The unit is not functioning correctly. The machine has never started correctly; it is slow and takes several minutes to connect to the internet. The keyboard was replaced in January. I am very concerned because I have not received any transcripts of my complaints with the technical staff. I believe that Dell provided me with a non-compliant unit from the start. I supposedly brought a brand-new unit from Dell; however, based upon the number of issues I have faced, I believe that this may be a refurbished unit. I have another Dell unit, and I have not experienced the level of problems associated with the Inspiron 1501.

$1800.00 on a non-working computer.

Charlene of Alhambra CA (02/25/08)
I purchased a Dell XPS 400 back in June of 2006. It stood in the box for about a month before I actually took it out of the box and set it up. It worked fine. I moved and had put the computer in the same box it came in, and I had left it in there for maybe 4 months. I took it out and set it up again, and it still worked fine. I recently added the internet to it about a month ago. Prior to that it was just sitting on a desk and was rarely ever used. So once the internet was set up, it worked. Today, all of a sudden my computer started going slow to the point that it froze completely--nothing moved, not even the mouse. So I shut the computer down from the outlet because it was frozen and had been frozen for about 10 minutes. I plugged it back in, and it wouldn't start up. It said something about a file missing or that the file had been corrupt, so I called Dell's technical support. They wanted to charge me $40 just to see if something was wrong with it.

To make a long story short, they told me that my hard drive had crashed, and I would need to purchase a new one. Now how in the world is that possible? I barely had anything saved to the computer except a few pictures of my son, and I am also told that I have lost everything. The computer is not even two years old, and I probably only used it the most 8 months out of the whole time that I have had it--and they're telling me that my hard drive crashed. There was nothing wrong with the computer before it  froze. It had never even done that before. But my advice to anyone is not to purchase anything from Dell.

S.venkatarama of Bangalore OTHER (02/24/08)
I bought a Dell XPS 420 along with 24 months Mcafee antivirus. This was about five weeks back. To this day I am not able to register and get Antivirus protection. My mails to McAfee and Dell are yet to give any help.

Herbert of Clayton NM (02/24/08)
I tried to get tech support but None of them could or would speak American English well enough to be satisfactory. Long waiting times on telephone hold with terribly loud, uncomfortable noise while on hold. I sent them email telling them to give me a number for tech support that could speak English or otherwise I was not going to pay for the computer. I also asked for a shipping label to return the computer several times in the first 30 days of receipt to no avail.

Now they are adding on a late payment fee. I am sending them a letter us mail today telling them to get me good, English speaking support and I will pay for it but no interest or late fees.

Bubba of Columbus IN (02/20/08)
I bought a Dell computer -- $1,000 with printer, warranty and options. Even after professional set up, the computer is continually knocked off the internet and won't reconnect. (An older computer is still connected and works fine.) After four wasted phone calls to Dell tech support and many hours of time, I demanded the techie come back and set it up property or replace the unit. The techie hung up on me. Don't buy a Dell.

Many frustrating hours on the phone with people in India who speak very poor English. No solutions. $1,000 wasted on Dell products that don't work.

Julie of Irvine CA (02/20/08)
I purchased a Precision 690 workstation 6 months ago for my business (using a Dell business credit line). Within the first 30 days I noticed that one of my usb ports was not working properly. Several months went by before I realized that all the usb ports not currently in use were going out sporadically and then constantly and spreading to usb ports that were in use (like my sound system, printer). For the last 3 months I have spent numerous hours on the phone with technical support; they sent someone out to replace the motherboard (my computer was down for 3 days because no one could figure out how to seat the motherboard properly) after which the computer crashed every couple of hours (causing loss of income from work). One of the technicians damaged my trackball which they have offered to replace. They finally sent out an entirely new system since they were unable to get the new motherboards to work (yes - they tried more than one), and within one week the usb ports were going out. Now technical support asked me to troubleshoot the peripherals and replace them with different ones - convinced that something I added was the problem or that one of the peripherals was not working properly and shorting out the usb ports. So I bought a new keyboard, a new mouse, new speakers - this is all on top of the $5,000 I spent on the cpu, a 27 inch monitor and all new software and accessories bought through Dell.

The problem is still there. They direct me to remove all peripherals other than monitor, keyboard, mouse. Problem is still there. They can no longer help me in any way; they have refused to exchange this model for a different model and keep sending me to technical support, but I cannot deal with the stress and loss of my time and business income so I have purchased a new smaller Gateway system ($1500). I put all my exact files and peripherals on it and no problems whatsoever. The Precision 690 is a monster server, and if it's too delicate to handle my average peripherals than it's not equipped to do it's job. And like it or not, I'm sending their system back to them - they can keep the pile of junk.

I am now gathering phone records and notes to estimate lost time and lost business revenue.

Stefanie of Escondido, CA (02/17/08)
I purchased a Dell notebook in March of 2006 at a retail Dell kiosk with an extended Complete Care warranty.  It was described as covering everything that could happen to my computer for four years and cost $399. The only limitations listed were fire, theft and intentional damage. A printed page summary was provided me with my receipt. Nothing was disclosed to me about any limitations other than those listed above.

My battery died recently and after several hours with Tech support I am left with nothing more than a web page published in February of 2008 that defines battery replacement policy as being limited to one year. The extended Complete Care warranty cost $400 more than the same unit with only the included one year warranty.

Dell refuses to replace my battery.

Erin of Coventry RI (02/13/08)
I had to return my laptop to Dell so the motherboard could be replaced. When I received my computer back the touch pad no longer worked and the 'new' motherboard was faulty and I could not connect to the internet. After 8 1/2 hours on the phone with Dell going round and round they finally sent a tech to replaced the defective motherboard. The representatives at Dell were rude, obnoxious, and rather than take responsibility for the damage they did to my computer, they continued to have me run the same diagnostics over and over. I would NOT recommend to ANYONE to purchase anything from Dell.

John of Circle Pines MN (02/12/08)
we purchase a new Dell computer in Dec. of 2007. Every time software of a new hardware or software was loaded on to it, it crashed. Several times we were able to get it going with the aide of the online help, but everytime it was shut down it would not work. We had to take uncompensated time off of work to have a humpty dumpty for Dell to tell us that it was a bad computer and they sent us another one. This one too, is now malfunctioning, basically from the plug and play of the Dell printer! Three months and they can't get it right. When I requested my money back they indicated there would be a restocking fee - to what? To sell the broken computer to the next guy?

loss of use of our money for faulty products, loss of work time for trepair guy,

Sandra of Chapel Hill, NC (02/11/08)
My Inspiron 1705 was not working. Since I purchased a 4-year warranty with home service and accidental damage coverage, I thought fixing it would not be a problem. Right!!

I spent 2+ hours with technicians but finally broke down when they told me I had to take my computer apart. I asked them where troubleshooting required me to take the computer apart. The manager could not point me to that wording of contract in fact he could not point me to any definition.

I found a section of the contract that said any repair by other than a Dell technician would void the contract.  I asked for the legal depart and he disconnected me.

Debbie of Providence RI (02/08/08)
I bought a Dell Dimision 9100 system in July of 2005, when I purchased the unit I also purchased extended coverage that will expire in July of 2008. Within the first year and a half the motherboard had to be replaced twice. Then we where having problems with the DVD/CD drive, they came out and replaced that. Most recently the computer gives me a blue error screen and shuts down by itself. I have been on the phone with tech support for 7 straight days and they still haven't figured out the problem.

 They told me that it was a hard drive issue. That I would have to set the system to factory settings, I lost everything. I was unable to backup any files because the system keeps shutting down. Once we did that, they said it would be fine. But it was not, I continued to have the same problems. Then they said that it was the memory cards, they have replaced both memory cards and still have the same problem. Then they told me that it could be a software problem. They uninstalled everything and then reinstalled the software one by one but still have the same problem. Finally, after 7 days of tech support they said that they would replace the motherboard once again and replace the memory cards again and that would solve the problem. A service tech came yesterday, installed everything and he was unable to have the system run without having errors. I have tried everything, I called Dell back and requested a computer replaced and they said that they couldn't do that. Now I am thinking if I should hire a lawyer to help me with. I no longer want this Dell computer, I would prefer to just get my money back and go somewhere else. Customer service, tech support and the management teams are very rude and don't really know what is wrong with the system. I need help!

I'm a nursing student and all my work for the past 1 1/2 yrs has been lost. I have to do everything all over. My family vacation dvd's are forever lost.

Sharon of Lake City FL (02/02/08)
This all started in Sept. of 2007. We have owned a Dell computer since 2003. This computer has been paid off for years. In September, a circuit board went out in my computer. Shortly after the board was replaced, I received a bill from Dell for $80.15. I thought my insurance that I have with Dell on this computer did not cover the charges of the circuit board. So I paid the bill for $80.15. The following month in October, I received another bill from Dell for $80.15. This time the bill stated that it was for a rental charge. The word rental put up a red flag regarding the charge the previous month.

I called Dell and asked about the rental charge. I stated that I have owned my computer since 2003 and have never rented anything from Dell. I was then told that I ordered a laptop from Dell through my business, World Credit Solutions. I told them I had no knowledge of any such business and I never have ordered or rented a laptop from Dell computers. Since then I have received several bills stating late charges. I have written letters and made several calls to Dell trying to resolve this issue. Dell does not want to listen to me. I also have recently discovered that the owner of the World Credit Solutions lives in Lake City, FL. By doing a search through Google, and reading a website called RipOff, I realized that he is using several alias, several email address and phone numbers. He is using my old address and my old phone number as his contact. Please help, I'm not sure where to go from here. It doesn't seem as though anyone wants to listen to me. I have worked hard through the years to maintain good credit standing and I'm very afraid that Dell is going to ruin my credit.

Sandi of Pensacola, FL (02/01/08)
Over the past several years, I have purchased three Dell computers. I have spent the last three months on the phone with Dell technicians trying to keep them running.

One of the computers finally had to be replaced. Of course this was after Windows was reloaded three times, two technicians came to replace parts, and I spent over 20 hours on the phone with various support technicians with hard to understand accents.

Now the second Dell in our house is on its way out. I have already reloaded Windows twice and am still getting error messages. Though the computer is still under warranty, I was told that it did not include a software warranty and I had to pay for help from Dell.

I will NEVER purchase another Dell.

Steve of Saint Augustein FL (01/31/08)
I bought a Dell Desktop computer and after 3 months, the motherboard died.  It was replaced, no problem, but 3 months later the replaced motherboard had the exact same issue and died. This time Dell decided to replace the power supply, motherboard and processor. Again, this was fine.

Four months later and the motherboard once again crashes. My choices were to get the same board again or turn in the entire tower and have it replaced with a tower full of refurbished parts. Some choice.

It would seem that Dell has decided that sending out poor quality parts until your warranty runs out is the game they want to play.

Sherri of Barnegat NJ (01/29/08)
My dad ordered me a brand new Dell XPS 410 and had it sent to me. I run a small business from my home in NJ and use the computer on a daily basis for mega hours daily. I also have an Ebay store. Shortly after my new Dell arrived, it did not work, and I called Dell support. After several hours on the phone with them, they determined that the Mother Board was no good, and they sent a service man out about a week later. He installed the refurbished mother board and left. When the computer still would not work properly, I called Dell Support again and spent another several hours on the phone with them setting up all the things that the service man was supposed to do when he was here.

Next was the TV Tuner Card; they sent me the part and told me I had to install it myself. Putting the new TV Tuner card in the computer completely messed up the operating system, and the computer dumped. I had to reload the whole thing; it took HOURS. They sent a new TV card. I waited to put this one in; I was afraid....Well I didn't have to wait long because the Hard Drive fried, and they sent me a new one. When I installed the hard drive I also installed the TV Tuner Card and then had to reload all my programs and restore all my backups. HOURS...Wasted... AGAIN.... Well, the last repair I did was in the rnd of August, and now my hard drive is FRIED AGAIN....DELL WILL NOT SPEAK TO ME BECAUSE THE WARRANTY ON THIS EXPIRED IN OCTOBER. I have another hard drive I can put in, but I am AFRAID TO. I don't want this one to FRY in a couple of months.... There is obviously a HUGE DEFECT IN THIS COMPUTER, AND DELL REFUSES TO STAND BEHIND THEIR PRODUCT. I TELL EVERYONE I KNOW NOT TO BUY A DELL.

Monjori of Woodhaven NY (01/24/08)
I purchased one Dell xps desktop about 6 months ago. After a month, the pc started giving me trouble. It wont start when I press the power button, and then it will just start automatically on its own. NO one believed me in the beginning. Dell did not care to send even a technician until I constantly called them and reported the problem for 5 months now. Now they are telling me that the technician can only come on office hours. But I have a 9-5 job. First I pay for a computer which does not work, then I leave my job and stay home to fix it? Who is going to compensate me for those hours? The first day a technician came, and they could not fix the problem; and now they need to give me a 2nd visit. So how many times do I need to sit home and keep doing this?

I am a student. I always need my computer for my studies. Plus I work full-time to pay for my school and every thing. How is it possible for me to leave my job and sit home days and days to fix a new computer? Dell was not supposed to sell me a broken thing in the first place.

Britnee of Holland PA (01/22/08)
In Nov. 06, I purchased a brand new Dell laptop which I received weeks later because dell said they were running some tests. Since then, that brand new computer has crash three times and has deleted the wireless card inside the computer numerous times. I notified dell on 13 occasions. Some taking 8-9 hrs to fix the problem. It was until the last crash on Jan 14, 2008 that I discovered that I received a REFURISHED computer instead of a brand new computer that I had bought and paid for in-full. I know now why my computer was crashing so many times and having so many problems because it was someone else's from 2004 and I got it in 2006. All of that person's work and files are on the computer instead of my work. I have kept a log of all the times I called dell along with all the case numbers and Rep IDs. I requested a new computer in replace of the refurbished one, since I purchased a new computer and they have denied my request. They told me that they would replace mine with a refurbished one. I have written to FOX UNDERCOVER, the B.B.B and the Attorney General in TX.

I am a full-time student and being full-time requires a lot of research and time. It also requires me to have a job since I am putting myself through college. I work extremely hard to save up for a new laptop to find that all of my hard work went to a refurbished computer that I unknowingly was given in replace of the new one I thought I purchased. It has now been a year and one month of aggravation and time wasted trying to fix a computer that I thought was new. I have spent in total 76hrs on the phone with dell trying to get what I paid for. This computer was supposed to help make life easier.

Keith of Bury Lancs Uk OTHER (01/22/08)
We received a dell inspiron laptop 1520 on 11.10.07, which we opened on Christmas day for my son. About 16 days later it started with various problems like the black screen doing things on its own and keyboard not working. I got in touch with dell eventually and dell said they would pick it up but my son will not get a replacement. It could take 2 weeks. They emailed me today saying I signed a receipt in which I agreed to do the repairs. This laptop was in use for just over 2 weeks.

Marc of Pharr TX (01/21/08)
I purchased an Inspiron 1501, and it worked fine up until my 11th month with it, around Dec. 6, 2007. I ended up receiving two hard drives, a new mother board, a tech visiting my home, and the RAM also being replaced. It took about 25 hours on the phone with numerous techs, many transfers, hang-ups, and of course the tech who you could hardly understand.  All this happened in a span of about 1 month. Each time I was guaranteed the problem would be fixed. Each time, I had to call back because the same problem persisted.

Finally, I was approved for an exchange on Jan. 4, 2008 and was told it would take 10 business days. Here we are, Jan. 21, 2008, and I now have to wait another 5-7 business days because my replacement laptop is in the build stage. I don't know how it's in the build stage since I'm pretty sure my replacement laptop will be refurbished. Currently still in Dell Hell.

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Corey of North Bennington VT (01/17/08)
I called Dell on Dec 30th to have 3 miner issues taken care off with my laptop. I was contacted Jan 7th and told not that they fixed it, but that there are 3 more serious issues with the laptop and unless I pay $400, I cannot have my computer back. To top it off, these people are telling me that my computer was sent to a 3rd party factory in the Philipines! I don't know what to do, I can't seem to contact anyone in the United States. Where do I go? I am so upset! How can a company not be available at there base headquarters when problems arrive.

I am covered under warrenty. I had 3 keys that had popped off, the battery won't hold a charge, and the LCD screen has a small white line across the bottom. What's wrong with it now? Or so they say. The hinge is broken off the computer, the finger pad doesn't work, and liquid was spilled on the motherboard.

V of  CO (01/16/08)
I cannot get my Dell Inspiron to read photos on USB port devices. This includes an external hard drive and 1G and 2G flash drives. These devices work perfectly on Toshiba laptops! (Word documents on the USB drive are read properly.) Dell cannot (or will not) help with this problem. This is my last Dell - I'm changing to Apple.

Just a big run around. Dell says I didn't buy the devices from them, so they cannot help. The device manufacturer says this is a common problem with Dell computers. I've spent many hours on this since last April including hours with Dell with incompetent techs who are simply reading from a manual and telling me to do things I've tried previously, to having friends work on it, to taking it in to a computer shop where once again the goal was to sell me their products.

Stephen of Athens GA (01/16/08)
In 11/2003, I purchased a laptop from Dell. The computer malfunctioned about a month after the warranty expired. In 2006, I learned that the computer (an Inspiron 5150) was covered under an extended warranty under a class action lawsuit, the Lundell Settlment. I sent the computer in for repairs under this extended warranty. When the computer did not return on time, I had to contact Dell over 20 times (including 7 unreturned phone calls to the executive support team), which took many hours, to find out that Dell had lost the computer, and that they would be shipping me a new one. In 3/2007, They shipped me a refurbished computer worth $300 less than my original computer. The refurbished computer soon began malfunctioning. When I contacted Dell again in fall, 2007, they told me that they had no obligation to deliver me a functioning computer to replace the one they had lost. They also told me that the warranty on the refurbished computer had expired anyway in June, 2007, even though the warranty on my original lost computer would have expired in September 2007.

Dell lost my original computer and replaced it with a used, malfunctioning computer of lesser value and shorter warranty. I have spent over 30 hours trying to remedy this situation without much benefit.

Linda of Piscataway NJ (01/14/08)
I bought my daughter a lap top this Christmas. She has not been able to use it for more then 48 hours at a time. The first week she was told to do a systems restoration; the second week she was told to restore the computer to the factory settings; this week she was told they would send her a disc to re-install the operations system. I spoke with customer service, and they stayed on the line and listened to me speak with tech support for the fifth time. I was promised they would call my daughter (who is 100 miles away from home) by 12 noon to make an appointment for a tech support person to go to her home and fix the computer once and for all--which is something I paid extra for upon purchasing the computer. Not only did they never call her, but they never answered my calls trying to find out what happened. My daughter is not a computer tech and should not have to fix these issues or re-install anything. Each time this occurs she loses all of her saved information.

I requested a new computer or my money back, but that was not an option. I will always tell everyone considering buying a Dell not to do so. I will not just complain about it. I will get what I paid for no matter who I have to complain to or take legal action against.

Laura of Amelia VA (01/09/08)
I purchased a Dell Dimension 4700 Desktop computer almost 3 years ago. Within the first month, the hard drive crashed and had to be replaced. After fighting Dell for over 2 hours on the phone with various customer service agents overseas (who were VERY, VERY difficult to understand due to their accents), my warranty was honored and they mailed me a refurbished hard drive. A technician was sent out to physically put the device into my computer, but I had to install the drivers, software, windows, etc. myself. Data recovery is never provided by Dell, so when your hard drive crashes, you better have already backed-up your stuff. Since then, the replacement hard drive has crashed and was replaced under warranty with, yet again, a refurbished model.

Now, almost 3 years later, the 2nd hard drive has died and I am going through this all over again. 3 Hard drives in 3 years - pretty bad. Although Dell has very knowledgeable customer service agents that try to walk you through technical support, but due to their extremely heavy accents, it's not worth the headaches and frustration of trying to decipher what they are saying over the phone, and therefore, basically useless in my opinion. I will NEVER buy another Dell computer again, nor would I ever recommend Dell to anyone else.

I lost all my internal memory (pictures, music, documents, everything) the first time hard drive crashed (Cannot put a price on that). 2nd crash just resulted in HEADACHES, as I had learned to back-up my important data from the first crash. 3rd crash resulted in over $400 in computer diagnostics to figure out the problem and data recovery.

Marion of Irvington NJ (01/06/08)
I purchased a dell (laptop) computer from a dell computer show for my daugther. I paid with my credit card in full. I have my receipt for the purchase. The computer has a corrupt file and needs to be repaired. I phoned Dell support and explaind the problem. I explaimed, the disc that I need is misplaced. I was trying to purchase a set of new disc. When I gave them all of my information off of the laptop that was requested I was then informed that the computer was not in my name. They have been giving me the run around for about 3 months. I tried calling the phone number on the receipt and get no answer. I paid 1500.00 dollars for this computer. I tried to repair it at Best Buy where the Dell tech. told me to take it for repair. They wouldn't fix it because the laptop is registered in someone else's name and they will not release that information to me. What am I suppose to do with this computer now? My daugther needs her computer for school. Is Dell running a scam? How can I get my money back? Please help me.

Jack of Rapid City SD (01/02/08)
I was trying to set up a printer on my home network and had tried for a long time. I finally decided to ask DELL support for some help. I was trying to contact help, live on line, and discovered it is IMPOSSIBLE! I first started trying to contact tech support about 10: 30 or so on the morning of January 2, 2008. I was told initially that there would be at least a 21 minute wait. At that time I didn't notice the queue at the bottom left corner of the page in approximately size 6 text. It finally became my turn; I made my hello, and proceeded to tell the tech to stand by, as I had a rather lengthy problem and wanted to give as much information as I could. I was about halfway through my explanation and was cut off, rather unexpectedly. I went right back to the same site and started over, only to be told I was 8th in queue. Again I was waiting and all of a sudden cut off without even getting to talk to a tech. This was after waiting another 20 minutes or so. This scenario went on for another 1 1/2 hours with me actually getting to be first in queue once and even having a tech start to sign on once, only to be cut off both times.

By this time it was getting to be 1:30 PM, and I was incensed. I then tried to contact ANYONE in customer support to help and found I could not--as they require a case number and I had none. I have a brand new DELL Vostro that is under warranty, and I find this lack of customer support an extreme hardship on me as I have been trying to solve this problem almost since I bought the laptop for my wife.

I was so upset I had to take a pill, and the problem STILL exists.

Rebecca of Connellsville PA (12/14/07)
I bought a Dell computer from Walmart and being the state bought it, I had no receipt to return it; but I contacted Dell, and they assured me that they would fix it. They logged into my computer and did some things and told me that my hard drive was bad. They replaced the hard drive and said it should be fixed. An hour after it was supposed to be fixed it crashed. Again I contacted Dell. They told me to reinstall windows, so I did--and 3 hours later it crashed again. T

his time they told me I needed a new mother board and a new hard drive; so they came and re-installed those, and it still crashes. I have had nothing but problems with this computer since the first day, and I asked them if their was anyway I could return it. They told me no, because I bought it from Walmart. I had asked them why did they wait for 15 days to be up so that I couldn't return it to Walmart? Of course, they said they thought they could fix it. Now it's been over a month, and I'm still having problems, and I don't know what to do. If you can, please help me-- I would greatly appreciate it. I paid $738 for the computer, and I bought it with my federal support money.

Jordan of Marietta GA (12/12/07)
This past weekend my three-year-old Dell Inspiron 8600 crashed with no warning or explanation. Fortunately I had all my important files backed up, but it was still incredibly annoying. I called Dell Tech Support to see if they could determine the problem, and after running a few diagnostic tests the technician (who was in India) said that my hard drive had crashed. He then told me that the only solution was to buy a new hard drive and proceeded to refer me to the sales department. Needless to say, I was disgusted and didn't call sales. This isn't the first time my Dell has crashed on me, so I know how to reformat the hard drive and I figured I'd try that. I repartitioned the drive, re-installed Windows, and the laptop is working like a charm. Moral of the story: Never trust outsourced tech support.

Stephanie of South Hamilton MA (11/28/07)
My experiences with Dell have been a nightmare. I decided to upgrade our system in April and ordered 3 Inspiron notebooks. Notebook 1 (Inspiron 1405) was supposed to be blue, but came without the cover. Supposedly I received the $25 credit for that. Notebook 2 (INSPRION 1705)had a CD/DVD that sounded like a jet engine and did not work. Dell installed a new CD/DVD. Then the "o" broke off that keyboard, and I had to have the keyboard replaced. Notebook 3 (INSPIRON 1505) crashed and burned during an automatic Windows Vista upgrade. The upgrade corrupted everything, and we were unable to recover any files on that notebook. Hard drive was replaced. One month later, I'm on the phone with Dell Support because the wireless piece of junk 926 printer kept losing the connection with the notebooks. As the Dell Agent had remote control of the computer, the word "failed" came up, and that was it for hard drive 2.

They send out a tech with hard drive 3 and a motherboard. I am assured this will fix the situation. The technician leaves while Vista is installing, and said we'd be good to go in a couple of hours. I check the notebook in a few hours, and the keyboard and the touchpad/mouse don't work at all. I call tech support. I plug in a USB mouse. Nothing. I have to send the notebook in for service. They replace the motherboard, the hard drive, and reinstall Vista.

The 926 printer is a nightmare, and would strongly encourage anyone considering purchasing one to run away from that idea as fast as they can. The wireless unit is weak, and couldn't maintain connections for more than 3 hours. The on/off switch is confusing, and I'd go to make a copy and end up turning the printer off. The display is difficult to read. I literally had over 20 calls to tech support about the wireless connection before I was able to get them to replace the 926 with a 966. When the 966 arrived it was broken, the wireless card would not fit into the unit because of protruding wires. I've had multiple problems getting the 966 to function properly, but now it is all set up.

I am waiting for Dell to transfer the warranty I purchased for the 926 to the 966. One website I saw referred to Dell Hell, and that is exactly what the last few months of dealing with Dell has been. I have never had any type of psychiatric illness before, but during one of the useless calls to the Dell Support Team, I ended up having an acute anxiety attack, ending up at the Emergency Room. For what I've spent on this Dell equipment, the utter lack of service just adds insult to injury. I wish MA would sue Dell like NY did. The customer service is abysmal. Despite being given email addresses and phone extensions, I could never get the same technician. Very frustrating.

Michael of Coatesville PA (11/26/07)
My Windows XP crashed for the third time in approximately eight months, and I do not have internet service. The first two times Dell Tech support was able to restore the windows program. The third time, however, they were not successful. I spent three nights on the telephone with various tech support personnel troubleshooting, all to no avail. Each night I invested several hours of my time attempting to install and restore the various applications and drivers and still have no Windows XP and internet service. Verizon has come out and inspected my service; the connection is good. They tell me that the computer is NOT reading the drivers. I have explained this to technical support, and they still want to send me another driver CD. My computer is still under warranty, but Dell will not honor my warranty. I feel like I have invested enough of my time with tech support and given them ample opportunity to remedy the problem. This has been three weeks without a working computer in addition to paying for the internet service that I cannot use. Dell needs to do the right thing and replace my computer.

My spouse needs the computer for her job and my son needs it to write papers. I refuse to spend another night with Dell tech support to come up empty. Every night that goes by is another night I am paying for a service that I can't use.

Trellen of Pasadena TX (11/19/07)
I bought a new computer from Dell, XPS 410. As soon as I hooked it up, it started having serious problems. On the third call to tech was told that the computer was a lemon, that it had so many different issues, and if it acted up one more time, they would replace it. Of course we no more than hung up before it did. I called Customer support and was told they would send me another one built just for me without me having to complain, since there were so many tech notes. That was several weeks ago, and I am using the computer at my local library.

I have tried supervisors (if they really are supervisors) and still get, "Oh, it's OK, no problem, we'll call you back, or you can call us". No one I have called and left a message for has ever called back. They keep trying to send me a refurbished computer; I keep pointing out, less politely as time passes, that I did NOT pay for a used computer.

I spent over $2000.00 on a useless computer; no one has ever offered a refund. I keep getting either people who assure me it's fixed, that the order is done, or lately the ones in India who I can't understand. I have all the names and extension numbers I have talked to, over all this time. HELP!

Silvana of Jersey City NJ (11/19/07)
In September of 2004, I ordered a brand new Dell laptop for my daughter to use for college courses. After numerous problems within the first three months, I requested a new laptop as a replacement. After an extended period of time communicating with tech support, they agreed, but then sent a refurbished machine that fared no better. From initial delivery until the two year extended warranty was over, she had a working computer for, maybe, a total of six months. The rest of the time it was inoperative. Numerous attempts at resolving the problem were ineffective, including writing a letter to Michael Dell, which was unanswered. I finally had to purchase a laptop from another company. My experience was a more than $1700 nightmare!

When the second laptop malfunctioned, all subsequent attempts at repair failed. Numerous hours on the phone and computer with technical support was a waste of time and a lesson in extreme futility. After the two year warranty period expired and the computer was still not functioning, it was taken elsewhere for attempted repair, to no avail. The equipment was flawed and unable to be repaired.

William of Dixon KY (11/11/07)
It took me one hour and thirty minutes to take care of a warranty problem that could have been resolved in five minutes if I could have talked with a human with a half ounce of common sence. My power adaptor quit working. The person on the other end of the phone, half way around the world on the poor connection and the imposible accent, acted as if I were a complete idiot actually started to suggest I try reinstalling software!

If a good ole boy in Nashville answered the phone we could have fixed the problem and I wouldn't be up taking rolaids and blood pressure pills.

Nancy of Rutherford NJ (11/04/07)
Purchased a dell laptop with some xtra bells and whistles paid about $1,300. within days the laptop started malfunctioning. within months they changed my motherboard and my driver. the computer would crash or just not work. the audio had problems the video. I had purchased additional memory space so my artworks would not intefere with the running of the laptop. the dell tech people after a while knew not what to do so everytime the sound or the vidoe or a malfunction occured they would walk me through a system