Complain about a product or service

Dell Tech Support

Peter of Indianapolis, IN September 11, 2009

I had to call Dell customer service. The support technician I spoke with didn't understand my english very well. I had to consistently repeat what I was saying, or say it different. She put me on hold for extended periods of time only to come back and say things like "did you try to power it off? OK hold on..." and then put me back on hold for several minutes.

It's clear to me after this phone call that I would get better support for my computer by asking my brothers 11 year old son. Not only would he assuredly know more, but he can speak and understand english. It seems to me that a company who outsources their customer support department and employs technicians that don't understand/speak enlish as well as it's native speakers combined with minimal computer knowledge isn't that concerned with supporting their customers.

Todd of Taylorsville, KY September 10, 2009

My original computer crashed so I ordered a slim studio on Aug. 29 and before I clicked submit I was told that I would have it by Sept 4, then when I clicked submit I was told it would be shipped on Sept 10. I called right away that day and was told that they promised that it would be here by Sept 5. Also, I made sure that the system that I ordered wouldn't have all the crap programs that require you to upgrade just to use or any of the trial versions. I was told that it would only be the basic info and wouldn't include any of those type programs. I said ok and decided to stick it out.

2 days later I checked on-line and saw where the computer was to be shipped on Sept 10. and when asked they didn't have any record of that previous call. I tried to cancel the order but they refused because it was in production and said just not to accept the shipment because I would have to sign for it and if I wasn't home to sign they would send it back. Well, you don't have to sign for it and they just left it on my porch. So, I unpacked the computer and set it up and it has been a COMPLETE pain since I turned it on. It is FULL of programs that you don't need.

I called Dell to get them to tell me which programs can be uninstalled and I was told that wasn't an option. When you try to download music, pics, ect the system pulls up some program that will allow you to open and download those type files but only if you 'upgrade now' or have a 30 day trial. After speaking to several IT ppl here at the office they advised me that once you open a file under one of those 'upgrade now' or 30 day trial programs the file more then likely won't open or run if you didn't upgrade or continue to use a 30 day trial programs.

I have spoke to 3 different 'returns' rep (who's english is worse then most grade school children) and per the returns rep tech support can help me completely fix this problem and help me uninstall those programs. Tech support says that they can't. I asked to return it and at first they offered me 50 to keep it, then 85 to keep it now its up to 100 to keep it. I said no, that I wanted to return it and was told that there would be a 115 restock fee now it a 135 restock fee and minus the taxes ofcourse.

Had they followed through on ANY of the issues we wouldn't have this problem, or if they would have cancelled it when ask we wouldn't be dealing with this. I should have bought a Mac from the get go. What are my options? I need a computer to work at home and for school and not having one has taken my stress level through the roof causing me not to sleep and now I'm going to be out 'fees' because Dell can't play nice.

Rasheedah of Brooklyn, NY September 7, 2009

I ordered a desktop from Dell in July 2009 and on or about Aug 26, 2009 when I turned it on nothing happened. I called Dell and they arranged for a technican to come to fix it. He replaced the motherboard and the power pack and It still didn't work! Next, Dell wanted to send the technician back to replace at least 2 more parts(I/O panel and processor). It seems unreasonable for them to replace all the major parts on a brand new computer right before me eyes.

After playing phone tag for more than a week I decided I wanted to return the computer. I was told it was not within their policy for a computer to be returned after 21 days, they want to continue to send a technician. I have no faith in Dell and feel I should not be stuck with a computer that was defective in this first place. I thought I purchased a "new" computer not one to be rebuilt by a technician.

jesse of carver, MA September 5, 2009

sent out pc to dell tech support to have a shutting off problem fixed. was chargerd 375 for mother board ..portal..battery. got it back with no battery a new one i mean. told me you need to buy one. well thats should be in original price. cant understand all that has gone on. 40 hrs of worthless phone calls. now i refuse to be scammed by them. unless the credit is issued for the battery i spent out of my own pocket i will not pay the bill for work not finished

Andrea of Hillsboro Beach, FL September 5, 2009

I have had three Dell computers the first two I had no technical support issues so I was happy. The computer I bought this April is a lemon. They had to replace the mother board and the power supply It took them two weeks and incredible aggravation I learned that when they give you a case number and an extension an tell you to call back they never return your call. Now the computer started freezing and crashing It took nearly 10 days to get to a tech that I think fixed it the first three just may it worse I will never deal with Dell again

Karen of Los Alamos, NM September 4, 2009

I have had a 2,000.00 Dell lap top computer for 2 year now and have had 8 service calls. 2 hard drive replacements, mother board, dvd, fan, keyboard and many other issues. I have spent hours on the phone trying to resolve these issues. The nex to last s straw was that a tech that came to replace my keyboard. He did that and then turned on the computer and coulden't get it to work. So he talked to tech support and they said that it would need another new hard drive and that I would have to back up all my files. I hired him ( the tech that dell sent) as he said he did that kind of thing on the side. So when I went to pick up my computer that was still under warranty, which I pay for because of having all these problems,I got a bill for 500.00 He said that he billed me for all the time he spent backing up as well as for the time he spent talking to Dell and replacing the parts. I called Dell and they said that they just contract a company that hires people out and they can't do anything about this problem. That was in July...Now my dvd player, and fan are out. The tech has had the parts for 10 days now, didn't show up for an appointment on Monday and won't return my calls..Oh and guess what...My warranty is up in a few days????

Don of Grantsville, UT September 4, 2009

I have a computer that is a month old and the Internet Explorer stopped working so I called the tech support to get help. I waited for 40 min to talk to someone then when I finally got to talk to someone they asked a few questions then tranfered me again so i end up waiting for another 30-40 when i finally got to talk to someone they told me that i would have to pay 129.00 to get someone in software to help me! I told them it was less than a month old and they told me that I needed to purchase a software warrenty when I purchased the Item. I can't believe that they refuse to supotrt thier own product! I will NEVER buy another DELL product!!

Joe of Fayetteville, NC September 3, 2009

My company assigned Dell laptop PC M90 died more than two days ago while I was using the PC. Our IT person had contacted the Dell Computer since the PC is still under warranty. Dell sent the tech next day but was unable to fix the problem. The Dell tech was re-scheduled to come again to fix the problem.

But, more than 48 hours had passed since the PC had died, the PC still have not been fix and the Dell tech still have not showed up. My understand is that Dell has a policy of fix the problem PC under warranty within 24 hours. But, it is more than two days and I still don't have the PC. I lost two days of work.

Ron of Morrisville, NC August 30, 2009

I bought a Dell Netbook. It would connect to a wireless gateway, but it wouldn't pass packets and connect to the internet. I'm pretty savvy and did everything I know to do and have five connected machines and devices I've set up on the same router, all working fine. after over fourteen hours total on the phone with five Indian techs who only repeated the steps I had taken, keeping me up till 3AM, the last one told me I had to change my router to channel 11 because for some reason their radio cards only work on channel 11.

This didn't work either, but it shows Dell tech support is aware that the radio cards are defective in some way and will only connect, if they connect, over channel 11. I asked him, "SO every time I go to a hotel or a hotspot I'm supposed to ask them to call their IT provider and have the routers changed to channel 11?" Silence on the other end. "You're telling me this thing is a paperweight and I can't give this to my sales force because unless by accident the wireless router in their hotel is on channel 11 there's no chance in hell this thing will connect to the internet?" Silence on the other end.

Paula of Travelers Rest, SC August 30, 2009

I bought an E521desktop computer from Dell in June 2006. Within 6months the motherboard had to be replaced & it has given constant problems ever since. This is a computer that is only turned on once every 2-3 weeks. I have purchased extended warranties the last of which ran out in June 2009 now I am told that the operating system has to be replaced so I paid my 50 to get it fixed now. It has been a lemon since the day I bought it but they would not relace it. Al they are interested in is pushing me ton take out another extended warranty

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