Complain about a product or service

Dell Warranty

David of Waldport, OR September 14, 2009

I have been having trouble with my Dell computer. It is constantly crashing. I have contacted Dell Support on Numerous occasions and they tell me it is a software issue and to contact the Software company's. I contacted the software company and was informed that the software on my computer I purchased june 08 had as the industry says reached it end of life Dec. 08 and is no longer supported. OK no problem so I upgraded. Then come to find out the Version of Windows that Dell installed reached it's end of life in January 08 6 months prior to my purchase. I contacted Dell about this and they gave me the run around. I asked them to fix my computer under the extended Premium Warranty and anytime upgrade that I purchased that says it covers software and Hardware. They told me that my computer is no longer sold by them or supported by the 5 year extended warranty I purchased. So I asked for my money back that I paid for the extended warranty and was told that is not there policy to give refunds on expired warranties. 5 X 2008= 2013 hum? expired I don't think so? When I read to them what there warranty say's and proved it covers software support they told me they do not support software nor ever have!

Richard of Alexandria, VA July 31, 2009

I purchased a Dell computer with a 3 year warranty. The computer was manufactured on 7/31/2006 and Dell is telling me that the warranty expired on 7/30/2009. If that is the case, then the warranty wasn't for 3 years. If the warranty started at midnight on the 31st, it should expire at midnight on the 31st three years later. Also, if it started at midnight on the 31st, then I was paying for a warranty on a computer that wasn't even built yet!!!!

gale of derby, NY July 26, 2009

I purchased a computer from Dell last year. Before my year warrantee was up I had 2 failed memory sticks which I'm told are lifetime guaranteed. I tried to call the 800 # and the automated system told me my warrantee was up and in order to get technical support there would be a reasonable fee. I could not get a real person on the phone to tell what my problem was to see if I would be charged a fee to talk to someone. The automated system kept hanging up on me. I tried emailing them, that was impossible. My computer was shipped 7/23/08. I called them on 7/21 or 7/22/09. I think the warantee should go from when you receive it, to a year, not when the order was placed because you don't have it yet. I tried calling again and tried for customer service as though I wanted to place a new order on the phone just to get a real person. No luck. Their phone system recognizes your phone number and automatically has your account information. I called the salesman who sold it to me because I had his direct extension but someone else answered who could not understand English. Now my warrantee is expired, but I still want to report that I had 2 failed memory modules or whatever they are called and they should be replaced. I am not paying for technical support on a part that is lifetime guaranteed. I just want to talk to a real person, whether via phone or email.

Robert of Long Beach, CA July 4, 2009

I purchased a Dell Inpiron 1525 from Best Buy in March of 2008, everything was great up until last month when my warranty was set to expire...........suddenly I had no sound on the internet.....after trying to fix it myself, I contacted Dell, after speaking with an agent named Rosa, I was informed that I had not purchased and extended warranty for hardware/programs... but they would repair my computer if it had suffered damage..i.e. my screen was cracked.........Dell informed me that if I wanted to purchase two different types of extended warrantiesge they provided (with monthly payments) I could subscribe to them and they would fix my problem! I do not understand in this day an age why they would not just fix the problem! After 21 years in retail, I have taken back products that were obiviously abused but in the name of customer service.........I honoured those returns..........perhaps Dell could learn something from Nordstrom

Don of Tallmadge, OH June 24, 2009

Returned a laptop under warranty at the end of the warranty period. They repaired it and returned it a day before I went on vacation. When I returned (22 days), used the laptop and found the repair not done. After talking to tech support I was told I waited too long to contact them. We have been purchasing systems from Dell for years and have found the support and products on a downward slide. We will be purchasing a couple of new systems this month and it won't be from Dell. We contacted Systemax and found them to be very helpful in customer support and we will be switching our business to them. I would advise dumping any Dell stock you may own.

Mary of Hampton, NJ June 3, 2009

atending MMA in Sept. Nothing but problems.. The original was stolen off the DHL delivery truck in Bridgewater, NJ. The next computer sent was a LEMON.. Had to be replaced soon after... Refibished computer has been nothing but problems!!! Crashed numerous times and the final event was during final exams!!! I had purchased extentended warranty, Technician would be available with part in 3-5 business days! unacceptable for a military academy, let alone for the consumer!!! My time is just as valuable,on hold and transfered numerous time times for 2 hrs, many disconnected connections...

Benjamin of Knoxville, TN May 23, 2009

I purchased a labtop from Dell for my son in the US Marine which was ship from dell on april 22 when it he open it was discover that the LCD was crack. When I contacted dell service they refuse to repair or replace the damage computer.

JagaMohan of Seattle, WA May 15, 2009

Tues 5/11/09 contacted customer service for the 300+ disk failure errors, they ran diagnostics and agreed the disk was going bad. Since after 5 would ship next day, arrive within 2-3 days as in warranty. As of Wednesday, not shipped, told that it was because "softwares" needed to be loaded, advised that I didn't need software loaded on disk as I had my own backups. changed order to be blank disk, again since after 5, would ship thursday. Did not ship thursday, told on first contact that it was delayed, didn't know why (which I have in Voice mail)and no ETA of when it would ship. Called again, talked to a "supervisor" and told about a warehouse problem causing delay of some 19,000 orders and no ETA.

When questioned on why so many versions of why it did not ship, tried to dodge and play sympathy on poor us trying hard to get these out. Explained while I understood, it was not really my problem and that Dell had promised in thier warranty that it would be in my hands 2-3 business days. Dell refused to provide any complaint contacts, refused to escalate, refused to arrange shipment from alternative warehouse. So, I have a new Dell Inspiron 1525 laptop with a failing drive and no hope of getting it fixed anytime soon. What horrible customer service - oh and I was supposed to be taking this with me next week on a trip.

Steve of Winston Salem, NC April 29, 2009

On April 2, 2009, an onsite technician came to replace a part on my XPSM 1530 laptop that is under warranty until 1/9/2010. He replaced the part and put a new motherboard in it although the motherboard in it was working fine. Well, after he worked on it and put in the new board, he went to start it and it wouldn't even boot up or post. So, he put the other board back in it that WAS working and still couldn't get it to boot up. So, he called in and had a system exchange set up. Then on 4/9/2009, the system replacement was shipped to me and would arrive via fed ex on 4/10/2009 but it didn't. Dell recalled it back in from fed ex before it was delivered to me so now I have a system that is broke compliments of the onsite technician and I cannot get any resolution from Dell. I keep getting promised that someone would call me back within 24 or 48 hours but that has not happened. I do not know what to do now.

Lisa of Ojai, CA April 10, 2009

I purchased a Dell laptop just barely a year ago that I have had numerous problems with from the time I got it. It has been broken more than its been working.

In the beginning I asked for a refund, but found out they have a 21 day return policy; I asked for my refund around the 22nd or 23rd day (approx) because it had problems within 2 weeks of getting it. Their customer service is not very helpful and although they have taken steps to repair it after I complain, one of the main issues (software issues) continues to be a problem.

So far they have replaced the mother board twice, the hard drive and numerous attempts to fix software issues. They have requested I do a "system restore" at least 4 times, which is not good for the lap top (per Dell employees telling me so)and this has not helped and risks losing whatever is saved on the computer, not to mention again it should not have to have this done being that it supposed to be "new".

I dont think that a "new" computer should have to have the motherboard and/ or hard drive repaired within months of buying it. I have only had it for barely a year and it is my belief that I got a used/refurbished computer, but can' t get any answers regarding that issue either.

There have been many many times that I have requested someone to call me or they have said they would call but it doesnt happen. There have been times I have stayed home awaiting their call but again no phone call. There is also a language barrier with everyone but 2 people I have spoken with as they have very thick accents and are hard to understand. I am also hard of hearing which makes it more difficult.

I have chatted online with several people and have been disconnected on purpose while trying to get issues resolved, I beleive because they got frustrated, didnt want to help me or answer my questions, one being the issue of the condition of my lap top.

I am so frustrated with this company and dont know what I can do from here but would really like to get a refund or be able to get a replacement laptop equal to or better that does not have issues, however I have had many people that I know including my best friend who have had difficulties with their Dell as well, so a refund would probably be the best answer. I only have a warranty for a certain period of time and have MAJOR concnerns what will happen once the warranty expires. I purchased this computer for my son to use for college and he has been unable to use it for that purpose most of the time and is afraid to save anything on it because of the fear valuable data will be lost or damaged. I paid over 1200.00 for this computer and feel it was not worth it at all and will never buy a Dell again. I need help getting this resolved if possible. Lisa ADDITIONAL DETAILS: Account Number: 21967189 After DELL received a complaint I filed with the BBB they did I did receive a replacement laptop. However I was told repeatedly that although it was refered to as "refurbished" it was considered "new" because it was from a customer that had changed their mind either before it left DELL, or the customer changed their mind after getting it home.I was told several times, it was NOT USED. I received the laptop around the date explained by DELL, however within a day or 2 the system began experiencing a whole new set of problems. I have spoken and emailed the person who contacted me (Karthikeyan G)to resolve the original problems, and I am frustrated that we now have new problems occuring. I was reassured, both verbal and by email that the new system was NOT used but because it had left the company, by law they could not consider it "new". When the system arrived,my son and I (its his laptop but I paid for it) we immediately noticed a sticker on the bottom of it saying: " `REFURBISHED this product may contain a comboination of new, refurbished or previously used parts. Each product is tested to make sure it meets original factory specifications and workmanship standards. Using refurbished parts can help in protecting the environment". I understand they have a 21 day policy (which by the way they dont make that known when you build a computer online and therefore I didnt know or would have returned it within the first week or so when the problems began) Even though they have this refund policy, I still feel I should be entitled to one given the situation because quite frankly I dont need the headache. I have a serious chronic illness, and am undergoing chemotherapy and the added stress of these ongoing problems continue, it is jeopardizing my health. As of April 11 2009 I have been told that they only option they are willing to do to resolve this ongoing issues is to send another computer, which will be the 3rd one.I have no interest whatsoever in continuing to try computers to find one that works because although we may find one that does work for a while, I cant trust DELL to stand by their product because I dont think I should have to go thru this, nor should my son have to either since it is his computer. I feel they are deceptive so I cant be confident that as things continue they wont just drop it and expect me just to "deal with it" as if there is nothing they can do. Any assistance anyone can offer would be great. Thanks

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