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I ordered a laptop with an agent and wanted 32GB of RAM. The salesperson said that I would have to purchase the 16GB module separately which I did and since I have been building computers for 20 years. I opted to do it myself fearing that would add 1 month additional time to get the laptop if they installed. Well it seems you get screwed any which way dealing with Dell. They shipped the laptop with 2 8GB modules so now I have 24GB total with 8 useless GB's and still not what I wanted. I spoke to 7 separate individuals, all speaking a different foreign tongues that made the call even that much longer so my call time now is 2 hours and I'm still on the phone!
The only 2 options are... 1) $150 credit (16GB module is $250 minus tax). 2) Return the laptop and I "might" be able to have the 2 8GB module swapped out for one 16GB but the guy with the Russian accent didn't even know if it was possible. Really!!! Needless to say that I opted for option 1 with the intent on never purchasing from Dell again. Bottom line is they suck, the end.
I purchased a computer from Dell in April of 2017. It had issues from the beginning with external monitors turning off during active use, and the display settings being randomly re-arranged or forgotten. Dell replaced the Thunderbolt Dock which was what the monitors are connected to. That did not solve the problem. I was asked to send the computer in to be fixed, which I delayed doing because that is a tremendous inconvenience to me, I work from and run a business from home with the computer they wanted me to return. I returned it, however, to be fixed because not only was the issue with the monitors still unresolved, but after the latest Dell update I was forced to install, the computer would no longer allow me to log in.
I returned the computer, and got it back 10 days or so later. It was not fixed, I still couldn't even log in. I wrote back to support and told them they had not fixed the issue, and was told to mail it to them again. I did so. Each time, they have been given specific instructions about what is wrong with it, which they should, of course, have in their files, but the consumer is asked to enter it all again anyway. The second time it was returned to me, nothing was even done. The service description was blank, the computer still had the same issue. Then I went to the Better Business Bureau, and was contacted by a rep from Dell, and was asked to return the computer a third time for service. Against my better judgement, I sent it in, again. It was returned to me, AGAIN, STILL BROKEN.
The issue was not fixed at all, I knew within 30 seconds of turning it on that they had not fixed it. I told them I will not be returning it to them a 4th time (they have not offered to have it sent back again anyway), and that I want it replaced, as I have a full warranty on the system until the year anniversary of the date of sale, which is next month. They want to send me a used, refurbished computer, asking me to trust in their technicians to have fixed whatever was wrong with THIS one, which I will not accept. I didn't buy a used computer, I bought a new one that has never worked right. I have asked for a new replacement, or a refund, neither of which are being granted. So I spent over $2,000 on a computer with a full warranty that is unusable and Dell is incapable of fixing. I will never buy from them again.
Bottom line up-front. I would tell anyone who is thinking of buying a Dell computer to be very wary as their customer service system, customer service approach, and problem resolution is absolutely dismal. Though I have bought three computers from Dell in the last three years or so, I personally will NEVER buy anything from Dell ever again after this latest runaround.
I have never felt so disrespected, confused, or in shock from any other customer service system I have ever dealt with in my life. From representatives that raise their voice to you, call you back on your cellphone to berate you further, put you on hold for long periods of time with no check-in, and even purposely transfer you to have someone else deal with you, it is beyond understanding. I do not believe there is any oversight or management to Dell's customer service system. I have complained before. I have filled out the surveys emailed to me. But it is always the same poor customer service...or worse.
I will get to the current problem with my laptop, that I again have to deal with Dell customer service, but let me give you some insight as to what to expect from Dell customer (dis)service. You will always get a scripted answer. This is typical elsewhere in customer service realm, but with Dell it is to the point of basically talking to a computer. You can listen to the scripted answer and explain why this case is different, to no avail. So what do you do? Well, most people would ask to speak to a supervisor or escalation department. From hours on the phone with Dell it is my experience you will NEVER talk to a supervisor. The service rep will dissuade you, will actually tell you it will do no good, or as I have experienced numerous times, they will tell you they are going to connect you to a supervisor, but they simply place you on hold for so long that inevitably you are routed back to main menu and computerized prompts to start all over.
From my latest experience it took three attempts to talk to a supposed supervisor who told me he was going to connect me to another supervisor in the department I actually needed to talk to, to have him simply forward me to another department as if I called them directly. I asked "Did the supervisor who forwarded me to you talk to you?" Answer - No. I was just summarily sent away to be someone else's problem. So you will NEVER be able to talk to anyone who can do more than simply give you scripted answers. You will never be able to talk to someone that has an authority to make any decisions outside the script...no matter what the case is.
Why does Dell block any access to a customer service supervisor? Why is there no way to escalate an issue? Furthermore, if you need customer service from Dell, I believe you will experience holds and transfers that make no sense. That feel on purpose and possibly punitive. Today was the last straw. I went through numerous departments more than once and experienced once again the Dell customer service way. No more. My hope is that others will read this and simply then look for other online reviews and comments. Look at Consumer Reports. Look at Consumer Affairs website. Be informed what you are getting yourself into if you ever need Dell customer service.
My specific issue is a Dell Inspiron 1500 laptop computer that has had numerous issues. Most fixed through on-call tech support. However, the big issue is it has now broken down for the second serious time that requires it to be mailed in for repair. Last time was hard memory failure. This time I believe it is the hard drive as the least little bump or movement of the computer causes it to completely lock up. Call Dell and deal with scripted process once again...check. Go through all the on-call steps and remote-access steps once again with Dell... check. Remove all my files again...check. And now, because it locks up when Dell is trying to factory re-image the machine it is called a software issue, which it is not.
So my computer has to be mailed in again. Estimated time without my computer is 10 days minimum. I asked if they were going to send me a shipping box, answer no. Can I talk to supervisor as to why? You guessed it - no. They emailed me a label I have to print. I have to find a suitable box, find packing materials and pack machine, and then mail to them.
So I honestly I do not want this computer back. I feel it is a lemon. I am tired of all the problems with it. So though I know from previous interactions that it is going to be an unpleasant experience, I call to ask Dell customer service what options are there to trade this computer in, or have it replaced. As a Advantage Dell Member, is there any recourse? Customer Care says call Technical Support. Technical Support says call Trade-In Department, Trade-in Department says call back to Customer Care, who of course routes me to Technical Support again with the lie that he is connecting me to a Technical Support supervisor. Can't trade it in as it is not working. Can't replace it as it is past 30 days. Can't pay more to just get a different one. Can't repair it and have Dell keep it as trade-in...all from scripted answers.
I get it the individual does not matter, and no situation warrants any alternate decision-making away from the script. Probably no one who is buying for personal use matters. I will send this computer in for service once again. I will be without a laptop again for several weeks. But, I am not going through this again. When I get it back repaired I will sell it. I will never deal with Dell again and will be sure to tell every family member and friend not to buy a Dell either. I will tell them so, not because my computer broke, all things break. I will tell them so because I do not want them to have to ever interact with Dell customer service.
At the first of the year I purchased a Dell 7920 Tower at a cost of nearly $5,500. From the day it arrived I had problems with it, and Dell was unable to resolve them. The only option they gave me was to send all of my drives and/or the entire computer back so they could test them (which would have shut me down). After complaining multiple times, they agreed to send me a replacement computer, which had fewer problems than the original but the drives still did not work. Two months later, my problems persisted and I was labeled a troublesome person (unwelcome to contact the service rep again).
The attitude is, "This customer is a problem," rather than "This customer needs resolution, so let's see what we can do." The local sales rep took pity on me and actually came to my site (which tech support refused to do, notwithstanding the warranty) and got two of my drives working. The third one does not, and will not work, I am told, because it requires a particular type of drive (which they do not tell you when you order the computer). So that particular caddie portal is totally useless to me. If you do business with these folks, expect nothing but trouble. I will NEVER do business with them again. EVER.
I spent thousands of dollars on a Dell XPS to ensure that I received the highest quality service and product... and I am beyond disappointed. The laptop has multiple issues; USB ports do not work, burning hot (too hot to touch) charge cord, and a frequently disappearing cursor to name a few. Keep in mind that I only bought this computer less than a year ago.
When I had finally had enough because I could not do something as simple as use a mouse with my computer or upload pictures from my phone due to faulty USB ports, I called the Dell customer service. After having been on the phone with them for over an hour before anyone could even manage to get me to the correct department, taking the same information over and over and over again..I moved through at least 7 different departments, all using an automated system first, then a person who most often took my information twice. Once when beginning the call, once before transferring me promising to pass the information on to the next department, which never happened even once.
Each and every person I spoke to had very little knowledge of their own product and the most ghastly customer service skills I have ever encountered. At the end of a very long, repetitive and frustrating experience I was put on hold for an unacceptable amount of time only to encounter an automated message saying something to the effect of "We have encountered an error" and click.
My warranty will be up soon which forces me to call them back but I am dreading it so much I have considered buying another computer rather than even bothering to fix this one. One thing is certain, I will absolutely never buy from Dell again, and I will make a point of letting everyone else know about my awful experiences with them. I have had many laptops I bought at a quarter of the price that have served me better than this one, and the customer service was hands down superior to Dell.
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I purchased a laptop, (January 20 ordered. January 27 shipped) internal microphone didn't work. Tried to fix it and technical support couldn't. They sent me replacement, (ordered on February 14, Shipped February 25) same problem. Called technical support and they said internal mic didn't work. Asked to return computer and get my money back - they told I couldn't since I was trying to return it more than 30 past the original order date. NOTE THAT THEY SHIPPED ME THE COMPUTER MORE THAN 30 DAYS PAST ORDER DATE. Thus, on the day they shipped it was already 5 days past the date that I could've returned the computer to them. This is the last time I will buy from DELL.
I should never have ignored the 'note to self' I had stored in my notes - NEVER buy Dell again!! based on a previous experience with Dell many years ago. Fast forward to February 2018 and in a moment of weakness I was drawn in by the Dell Precision All In One 5720. After configuring it to my requirements the total was over $6000 minus a sale to come in at a cool $5K. My order was ready ahead of the 3-week schedule and was shipped and delivered. Imagine my surprise to discover it was minus one of the hard drives that I had ordered!!! This is a pretty obvious omission and one easily checked if Dell had any Quality Control checking on orders going out the door. I contacted my sales rep immediately to report the omission and the explanation was that the folks building the machine likely thought the second 1TB drive was simply a duplication error on the order... so I was supposed to be OK with that?
Do they second guess their configuration sheets? Not follow up to ask a question if they have doubts regarding the build? Maybe don't reach back to the customer to confirm... even Microsoft prompts to check if you REALLY want to delete a file!!! It has been over a week now and I have had no solution from Dell who seems to be taking absolutely no ownership over their error. I have been left to initiate calls into the customer support line where I was tossed around between support desks and finally landed on the phone of the technician who is supposedly 'looking into it'... honestly... what is there to look into.
I ordered a drive, paid for a drive and it was not delivered. It was suggested that they just ship me the drive and I could install it myself. I keep getting promised a resolution and a phone call which never happens. So buyer BEWARE!!! Do NOT get sucked in by Dell's products because you will definitely be spat out by their customer support. In the meantime I will dust off the Note to Self and float it to the top of my Notes list.
I purchased an Inspiron 14 for my wife for Christmas. I knew it had limitations, but she only uses it for emails and basic banking. Based on Dell's advertising that there was "plenty of memory" I thought it would be OK. The only things I've added is Norton and Firefox. Now, there isn't enough memory to run Windows updates. After several attempts to contact tech support, I was told it was Microsoft's fault for making the updates too large. Their "solution" was to disable Windows updates so we wouldn't have to see those annoying pop-ups.
It appears Dell doesn't care about the security risks that this would cause. I mentioned I have a similar computer from another manufacturer, and that I was able to uninstall all of the preloaded programs that I'll never use, and that computer really does have plenty of memory. I was told Dell wouldn't allow that because it would alter the original function of the computer. It seems that with the recent security breaches, Dell would be more concerned with software updates. Years ago, Dell had some of the best customer service. After several attempts at contacting them this week, I came to realize that customer service doesn't seem to be a priority anymore.
My Dell computer is just over one year old and out of warranty (of course). I am/was counting on this computer to get me through my dissertation - but I have said that for the past 2 computers prior to this one. The computer battery began to not charge and the charger would not stay attached (probably from my frequent use). I called, and like many others, my call was outsourced to India. Yes, it was difficult at times to understand - but we did okay and the gentleman was patient and courteous.
The part I began to freak out about was during the 59.00 payment just to have it looked at. I wanted to add it to the remaining bill on my account. Then he began to ask me for personal information (because I'm older and didn't have my login info with me), he asked for SSN and mother's maiden name... my alarms were going off - but something said it would be okay. (I will let you know when I am homeless after my info is sold on the dark web.) Still, I don't have any money to steal really- but it would be a pain.
Then I became more suspicious when he said it "didn't work" and he still needed a credit card. During that time "supervisor" came on the phone to get the card info. I thought surely I was involved in a scam. The tech then gave me several numbers and told me a box would be coming. I had very serious doubts about everything that transpired, but lo and behold... a box magically arrived the next day. I quickly packaged my computer up and it was in Houston from Illinois in one day. There was a link supplied so I could see where it was at. (You know, you can find out when it is sitting in a pile of other computers waiting to be glanced at etc.) I had been told someone would call from Houston within 48 hours of receiving the unit with a dx and cost. That didn't happen, so after two days I checked the link and the unit had been looked at and they were waiting for me to pay. I reluctantly called again to see what I needed to do.
The next young man was super sweet and helpful. I was advised that I needed to pay an additional 148$ - but that was all he knew. I gave my card information to a "manager" (What is wrong with me!! - I was desperate though) and he came back on the line and told me I would receive an email... I did. He then told me I would receive a call when it was mailed back from Houston (that did not happen). I was able to follow online - which is what I would recommend. I feel like with many companies there is a disconnect in what the support techs in India are saying and what the repair team in Houston has time to do. Within 48 hours of receiving my payment - my computer arrived today with an itemized bill. They changed the battery and the charging cord.
So despite needing a good dose of courage during the process - everything went extremely well and fast as far as time is concerned. The process was an exercise in faith, but overall we were happy with the cost and the speed. Now, I will wait and see if anything else pops up with this computer before it is entirely paid off before I decide if I will purchase a Dell computer again. They definitely need to improve, but honestly - we were happy with the service.
My issue is not so much my computer but rather the support. Dell has the worst customer support I have ever experienced. You can not under any circumstance speak to an American. I am hear impaired and I have a very hard time speaking to agents who are not from the US. You can not get a phone number for the corporate offices. It seem to be a secret. I have problems with my computer. The problems were diagnosed by a local professional. The computer was returned to Dell twice for repairs and the computer was sent back without being repaired. I feel like I was ripped off by Dell. Obviously I will never buy a Dell computer ever again.
Dell Latitude model 3440. Here's a brief history of my laptop repair: I contacted Dell Out-Of-Warranty support on October 29, for replacing the keyboard on my laptop which was not functioning properly. They created Dell Purchase ID: ** and asked me to ship the laptop to Dell Depot in Houston. Everything else worked fine on the laptop, including the video and audio portions. I repeatedly asked the Dell technician to make sure my laptop was functioning properly before it was sent back to me. The keyboard was replaced and the OS was reinstalled on my laptop when I received it back on Nov 21, 2017. The laptop booted up but the webcam, the microphone, and Bluetooth connections were lost. Clearly the laptop was not functionally tested before being returned to me.
I spent many hours with Dell support who managed to get the webcam and the Bluetooth connection working but could not get the microphone to work. He said the laptop needs to come back to Dell Depot for further repairs. Once again, I wrote a note with the shipment asking the technicians to make sure all peripherals were working properly before being shipped back. The laptop was shipped back to Dell and it came back with the OS once again reinstalled. Once again, the laptop booted up but the webcam, the microphone, and Bluetooth connections were lost. Clearly the laptop was again not functionally tested before being returned to me.
After spending much time on the phone with Dell support, I was told that a Dell technician will visit and repair the laptop at my location. The technician arrived on Jan 30, 2018 and quickly replaced the webcam and the Bluetooth hardware on my laptop and tested it. Nothing works again. He got on the phone to Dell support and spend about 45 minutes working on my laptop with the help of Dell phone support. He tried to reinstall some of the drivers and was unable to do it. While the Dell technician was taking apart my laptop, he showed me several areas where the laptop was damaged or improperly repaired by the Dell Depot.
Dent obviously made from the inside of the laptop while being repaired at Dell Depot. I had never opened the laptop before. The keyboard is misaligned and improperly installed by Dell Depot. Stripped screw installed by Dell Depot while repairing the laptop. The Dell technician then told me this laptop has been damaged by Dell Depot beyond repair. He said there are numerous hardware and software issues with this laptop and he thinks the only solution is for Dell to replace this laptop.
I contacted Dell about a replacement laptop and was told my case has been escalated to a different division of Dell support. I was promised a speedy repair of all the problems with the laptop WITH THE SUPERVISION of the escalation department and once again the laptop went back to Dell for yet another attempt at repairing the damage caused by Dell Depot. On Feb 2, 2018 Mr. Ankur ** of Dell Escalation Support team ensured me that he will personally follow up to make sure the 4th repair attempt is the final one and the repaired laptop will come back to me with full functionality checkup. He also ensured me that all the physical damage done by Dell Depot would be repaired or replaced prior to shipping.
The laptop was returned to me and I received it on Feb 25, 2018. None of the physical damage was addressed. The webcam, internal microphone, and Bluetooth connections were still non-functional. I contacted Mr. Ankur ** and he offered to repair the laptop again, which I refused. It has been more than four months since late October 2017 and four separate attempts by Dell at repairing the damage that was caused at Dell Depot to my laptop. I am not willing to try any more repairs on this laptop. I would like a replacement laptop from Dell. Dell refuses to replace my laptop, which is a useless machine to me right now.
Yes they sold me the wrong graphics card. Or I should say they sold me one that will probably only work if I upgrade my PC to a 64-bit OS like Win 7 or above. The thing is, I told them from the outset which computer it was (a DELL E520 from 2006). They sent me a video card without software ie NO DRIVERS, couldn't believe that, but there I went and plugged it in. XP's hardware wizard was asking to get online to download the driver, okay. It just hangs in space for about 3 minutes, then it says that nothing was found, blah blah.
Okay so wtf, I know a little bit I'll just go to AMD's site and get the driver... Right. They only had drivers for windows 7 and above, though. The guy who recommended that particular card (the AMD Radeon R5 240) his name was Jan. He is a tech that chats with you when you need assistance and he walked me right into the sale, okay. Money in the amount of 45 bucks was taken and time went by, that was the 6th and now it's the 2nd. It's just before I get my money posted at my bank when all of a sudden my NetSpend acct is in the red for 49 dollars. It had nothing on it maybe 60 cents... And a charge was made.
I didn't get anywhere far with customer service that day but today when my video card arrived, I had to do something so I called them twice. Both times, I was hung up on. So I went back to the Dell website and logged on there, and after a minute there was the tech. Keep in mind people that these are supposed to be "professionals", because if he knew my computer's age (and I told him the date) he would have to know that ONLY XP was around back then, it was shipped with every PC and it was for years. How come then he comes up with a video card that supports only win 7 and above? And btw, that guy didn't hang around very long in the chat room. He just left.
I spent $2,000 on a new laptop December 2017 and it takes over two minutes to open an app. Dell's tech folks are from India and between not fixing the problem, not understanding English I'm done with Dell. I wish someone from Dell that grew up in the USA and lives in the US would contact me and fix the issue. Don't buy a Dell computer.
If I could give customer service less than one star I would. My computer died on February 2 and I called customer service to ask what I should do. As it was just out of warranty. They suggested I send it in. I asked if it could just be a power cord issue and was told no. I was also told it would be a 3-5 day turnaround time for repairs. Everything that could have gone wrong did. I got the "special box" to send my computer nearly a week later, "repairs" ended up being only a power cord issue, and the "repairs" were delayed several additional weeks. $140 to replace a power cord.
Only today, speaking with a supervisor, did I learn my screen had been broken. No one ever told me that when I authorized payment for "repairs," and I wonder if I was charged for it. I asked for a partial refund to no avail. All in all, hours being transferred to and from various operators, none of whom were helpful and all of whom appeared to be reading from a script. This is the last faulty Dell product I buy, and certainly the last time I deal with the company for repairs. A major disappointment.
I will NEVER buy from Dell and will tell everyone about my horrible experience! Someone stole my debit card info and purchased a $952.26 laptop. I called Dell to get info and my refund. After countless calls and being calm, they keep giving me the run around and not my money! I was told they emailed the FedEx to get the package back as it left New Jersey heading to Houston TX, which is nowhere close to my home. 5 days later I call back because I was told my refund would be back in my account. I talk to 4 different people and get 4 different answers. 1 - Refund is on hold for verification. 2 - Don't need verification of its fraud order, call this #. 3 - Package wasn't received (after a week yet it was emailed to come back from FedEx on day 2). 4 - Dispute with bank... Why with bank? Because Dell is selfish and don't want to pay the money they owe. So now they have their product and my 952$. Never will they get my business!!! Selfish company!!
I tried to respond back to Dell Technical Support but the message bounced back as undeliverable. Not sure what the point is of that when I am asked if I have any concerns which I do. Please see the email which I responded to Dell Tech support which bounced back as undeliverable: "The fact is Dell's overseas support has gotten so bad, that I cannot see myself ever purchasing another Dell product. Even when my 17" 2 in 1 was in warranty, I had audio problems which were never resolved. Dell refused to provide me a replacement or even send me a box to have the machine diagnosed. The audio would fade out continually after a few seconds or a few minutes while playing on the onboard speakers. No issues with headphones or Bluetooth audio devices.
I Raised numerous concerns back then and spoke to several so called Supervisors. All they did was provide me false assurances and connect me back to the same tier 1 group I was speaking with who were incapable of doing any real troubleshooting. The extent of their abilities was to connect remotely to my machine and run diagnostics. Since my audio passed all diagnostics tests, they said they couldn't help me further. The issue was finally resolved in September (nearly 1 year after my purchase) when Dell provided a Realtek audio driver update.
I was also repeatedly transferred to paid support who asked me for a credit card before they could do any troubleshooting. After about 6 call in attempts, I finally gave up. I demanded to be transferred to a tier 2 support rep but was denied every time. The last person I spoke with 8 months ago placed me on silent hold for about 50 minutes which as far as I am concerned, is a form of call abandonment. When emailed Dell's Consumer affairs with this information, it was routed back to a Supervisor. This same rep emails me back to tell me he was speaking to tier 2 which was a lie as I was never contacted back with a resolution.
Great job Dell. Is this outsourced support worth the cost savings? It's obvious you will hire just about anyone who knows how to log into a computer and run diagnostics on as remote machine. I spent nearly $1000 on this machine in October 2016 and less than 1.5 years later, the charger on my motherboard goes bad and will not charge the battery. I was therefore forced into buying a new machine long before I anticipated I would need to or could afford at the time. It's a Lenovo. I have no doubt their service and support will be an improvement."
Bought laptop back in April 2017, first time I called for customer cares support as one of the Dell support assistant updates made my entire system too slow. When I called, I got transferred between multiple departments as my warranty shows expired in their system even though it expires in Apr 2018. Their basic support is only for hardware not software (which Dell pushes too), as per them they say they can only do reimage nothing else. Heights to their stupidity is, when I asked them to update my warranty info with purchased receipt (after 1hr call with multiple transfer) to Apr 2018, they said, "You have to go back to the store where you purchased from..."
I have had some previous Dell and Alienware computers. Most were fine. However, over the last 6 years or so, Dell quality control and customer service has become HORRIBLE. I had an Alienware desktop, which was so bad and had so many issues that Dell replaced the computer to their credit. Although there still were some issues, it worked well enough. Since I thought this was a fluke, I ordered a Dell Alienware laptop. I had so many problems that I had to send it to their facility several times.
During the first year of purchase, they had it more than I did. I wonder what happened to my "in house technical support warranty." I had to keep sending the computer away. When you used to call Dell, you got an American or Canadian if you paid for premium service. Now you get someone from Costa Rica that isn't always understandable. If you get disconnected. They NEVER call you back. Customer service is just horrible. My advice. STAY AWAY FROM ANY DELL PRODUCT. Honestly this company has changed over the years for the worse.
DO NOT BUY FROM THESE SCAM ARTISTS. My girlfriend and I purchased a fully loaded laptop with our credit card as a present for my birthday. Dell put a hold on the laptop and said the card information was incorrect. However, Dell charged the card even though they said the information was correct. I called in, had the item processed due to their error. They proceeded to have different employees hold the product. We had our credit card company provide us with codes to prove that Dell took our money. After speaking to over 10 different outsourced employees, we finally had the item ready to ship. At this point Dell "Shipped the item". It disappeared once it was shipped never to be seen from again. Dell now has my $3000 and will not provide me with a refund. I paid off an item and now had $3000 stolen from me without any refund or compensation for their own incompetence. My next action is to consult legal aid to rectify this.
I was trying to buy an Alienware Aurora from them. I told the sales representative that the delivery can only happen after March 1st since that is the first day of my new house. They said they would leave a notice there and it is guaranteed. Guess what, it makes no difference and the order still came out way early. Besides, several days later, I found they have deal online. I called in, ask if I can upgrade order. They said I have cancel the old one and order a new one. Then I was transferred to another department for cancelling. Again, they promised everything was fine and ask me to order the new one directly. Guess what, they lied again.
Three days later one of them told me the desktop has been shipped and there is no way to cancel but when I called another lady, she told me it has not been ship yet, they could still return it to warehouse. Then guess what, you got it, they lied again, it went to Purolator. Then I called in, they told me they initiated a return request to carrier. Not surprising, they lied again. I called to Purolator, they said they never get any return request, but I can just refused the delivery and returned it to Dell. It took me 2 mins to return it and Dell used half month and even no request to Purolator? I will never buy a damn thing from Dell anymore. All of their customer services are liars.
I have been trying to use my earned credit. One week and counting just to make a purchase. I have my credentials and all my Dell info. But they ask me by email more and more info. I have chat with them several times, last thing is that I have to send an screenshot of my logged account plus and textual words that I authorize my purchases. This looks like a bad joke, screen are very easy to fake, and how is possible that having me on the phone they can't verify my identity/ownership of my reward. No words to describe... Just bad customer service and horrible shopping experience.
Tech support WILL NOT listen to you but will try to charge you $225 in order for them to listen to your issue! And that's only if you're able to understand their very bad English! I took my laptop back to Office Depot where they have their own techs and they easily fixed my issue with NO CHARGE! SCREW YOU DELL!!!
I bought a laptop from Dell few months ago. Suddenly the battery is not charging. After basic troubleshooting by phone, I was told I had to send it to the Repair Center. Mind you, the laptop is working perfectly when connected to the power - the only problem was the battery was not charging. I get it back and my nightmare start. They say the only thing they did was replace the A/C power adapter. I turn on the laptop and nothing. Windows does not load. I spent the next 3.5 hours with technical support to try and make Windows work. I kept telling them that the technician did something to it, because it was working. Then they wanted to send me to another Department where I should have paid for the service. Hell no! It is under warranty and I did not create this mess.
After 2 days of stressful conversations that led NOWHERE, I was told the only thing I could do is reset it to FACTORY SETTINGS. I had to do it! They would not give me any other options. I lost all the software I have installed in it. Some of them I will have to buy again as it was a one time download. Dell does not give a hoot about customers. They do not care! This is the last time I will ever buy anything from them. I will make sure my business does not buy from them and any of my friends and people I talk to. Dell is Hell.
I could type 20 paragraphs but to cut to the chase... I purchased a DELL laptop, on the DELL website, after speaking with a DELL Sales Representative that gave me false information. I was then falsely advised by ***multiple*** DELL Technicians and Sales Associates to make an additional purchase, to rectify the problem which was caused by the misinformation provided by the original DELL Sales Rep. I made that **additional** purchase recommended by multiple DELL associates, on the DELL website, with a DELL representative in the DELL session, who confirmed that this was the additional purchase that I needed. Upon receipt of the additional purchase, I contacted DELL technical support, only to be informed that the additional DELL purchase was not compatible with the original DELL purchase. Not only is it not compatible, NOTHING is compatible, contrary to what was stated by all of the representatives.
Dell is allowing me to return the additional purchase that I was prompted to make, but not the original purchase (I purchased it in November, to give for Christmas therefore it wasn't opened until AFTER the return period- so I understand, even though the product was misrepresented). And I will receive a refund for the additional product, in a month after I return the item that they all "mistakenly" recommended multiple times and sold me. Just today, I have spent hours on the phone, being told it is compatible, it's not compatible, nothing is compatible, something else is compatible. Sat on hold for an hour, was disconnected, called back and sat on hold for an hour again. In the end, I simply asked that someone listen and care about my experience... and the response was simply "As per process..."
I am not a demanding person, I am an empathetic, easy-going, understanding pacifist that has never so much as sent back a leathery steak or returned a broken purchase. But this by far, has been the worst, most frustrating and (I feel) intentionally deceitful consumer experience of my half-century life. I will never make another Dell purchase again and I will share my experience with anyone considering a Dell. While I know that will not impact Dell's bottom line... I hope it will protect the little man's bottom line. I know business is business, that the goal of business is net-profit, but shame on you Dell... integrity goes a long way in preserving and growing a customer base. Just so disappointing that you implement such unethical SOPs. (Ok, I ended up typing 20 paragraphs anyway.)
I have purchased a brand new laptop and in 6 months I am started getting issues with the heat sync and Dell tried to change the parts but no luck, finally they replaced my laptop with the refurbished one, it's completely unfair, this is in one year warranty period. Exactly after 1.5 years that motherboard start getting problems and now I am not able to use my laptop. All parts in Dell especially in Inspiron are with low quality and not durable. I have tried to purchase the motherboard from Dell and they are telling the cost is $1064, it's completely unfair and forcing users to buy a new laptop, instead of allowing user to replace the parts. I have bought new laptop in $780 and now only motherboard cost is $1064. Where is the user rights are going on? It's not a healthy environment and not good for the users. I request Dell either sell the parts in low cost or provide the quality parts and durable and reliable. Thanks.
I owned a Dell Student Laptop for 5 years & loved it so when it came time for a new laptop of course I wanted to stay with the product I loved. I researched all the options & finally purchased a new, bigger, better, faster Dell laptop! My first reaction was surprised at how heavy it was but loved the touch screen & newer options. Unfortunately the quality was nothing like my first laptop. Shortly after owning it I had operating issues & was having to reboot many times. When the speed, or lack of, became unbearable I called Customer Service.
I followed all their instructions & after being on the phone for 2 hours it appeared to be functioning properly. Unfortunately that was the beginning to the end. Not only was it ridiculously slow & other dysfunctions, it mysteriously popped into Airplane Mode (airplane mode = no Wifi) & could not be turned off. For weeks I played phone/email tag before I actually got a person. I removed all my content & reinstalled the Operating system among all the other stuff they had talked me through. Finally in August of 2017 I had too much going on & did not have time to dance this dance with them anymore so it just sat.
I reengaged Dell Customer service on 1/9/18 & have logged more hours on the phone than a telemarketer. I have shipped it out to have it worked on by their "top technicians" only to have it pop back into Airplane Mode 3 hours after its return. The phone/email tag ensued & I am back to waiting for their box & label to ship it back to them.
You cannot escalate. You cannot reach a person of authority. You exchange multiple emails. They do not confirm times to call you even tho you have provided suggested times like they asked you to. They call with an 800 # which most people ignore because you think it is someone selling something. Then when you provide a 2 hour window, they call after that & send an email explaining that they called & you did not answer so they are considering this matter closed. How are you supposed to get resolution? How are you supposed to feel good about this product when you don't feel there truly is a company standing behind it? So frustrated!
My Dell Inspiron All in One lasted me a whole year before Dell's BIOS Update. I tried installing their new BIOS update, thinking that it would be like a normal installation, but then my screen froze. Thinking something was wrong with my computer, I shut it down. When I went to go turn it back on, nothing happened. The computer wouldn't turn on or boot up anymore. I contacted Dell support during the last days of my warranty. Nothing they were suggesting helped, so after waiting for them to respond, they told me they would send me a box with prepaid wayfair for me to send it to their depot for repair.
Once I did all that, I kept checking the status of my computer repair. It was put on hold due to some damage. I contacted Dell by email asking why was it put on hold. I was upset and told them to just send me my computer back, but they just told me to contact Out of Warranty. I didn't contact them, knowing that they would be asking me to spend money and nothing taking responsibility for what their update did.
Today I was called by the customer representative, who I had been talking with about my computer. They told me that the computer's screen needed to be replaced as it was damaged. I thought I heard him say it would be $20 to $39. No, they send me a quote to pay them over $200! The computer costed me over $500! Why should I pay them for something that wasn't my fault? If anything they should be paying me or covering the cost of my computer since their update destroyed it.
Don't bother buying Dell's computers. They don't take responsibility for their updates, and they always sound like some automated robot rather than a ** human being when they respond to you. They don't care what happens to your computer. They just want you to take money out of your own pocket. A computer company that doesn't bother to own up is a computer that shouldn't be in business anymore.
I bought the 34 in monitor, tried to do the price match guarantee, but was told multiple no good reasons that they couldn't do it. I'm within my 30 days and the cheaper price was for their own website. Horrible experience, stay away from anything Dell says, it's a lie!
If you're considering buying a Dell PC but aren't sure, I'm hoping this review helps. This is what you can expect should your PC die shortly after purchase. The best part of all of this is the Supervisor Gail writes "Your satisfaction is our topmost priority." in her introduction email. Absolutely horrible customer service and their "warranty" isn't a warranty.
In a nutshell, my computer died after 4 months and their 1 year "warranty" doesn't include replacements. You have to ship it back for them to refurbish it if you manage to get that far, which includes several hours on the phone with remedial and irrelevant troubleshooting by various tech levels. I was fought tooth and nail and Dell eventually just refused to replace it. Apparently, after reading a ton of online reviews, many of their PC are "Frankenstein'd" together using leftover and outdated/incompatible components then sold for a quick buck. Here is an email string from a supervisor named "Gail" after about 4 hours on my end with tech support and emailing back and forth.
I ordered a refurbished laptop to be delivered out of town where I was. FedEx driver came and went as I wasn't home. FedEx refused to let me pick up at their local location. They refused to give me the package at their facility unless my driver license showed the SAME address as delivery! I refused the package so Dell wants to charge me a "restocking fee" of 15%. DO NOT DO BUSINESS WITH THEM. What they are doing is the very DEFINITION of doing business unethically and in bad faith. Any decent company would have found a way to resolve the matter amicably. They hung up on me instead. I will be telling every IT department I work at to avoid DELL like the plague.
Dell Customer Service Company Information
- Company Name:
- Round Rock
- United States
- (800) 999-3355