Dell began as PCs Limited in 1984 when Michael Dell was a student at the University of Texas.
In 1985, the Turbo PC was launched.
In 1988, the company changed its name to Dell Computer Corporation and went public with an IPO.
In 1996, the company began selling PCs from their website.
In 1999, Dell became the world’s largest PC manufacturer.
In 2003, the company was renamed to simply Dell Inc. to reflect their sales of not only computers but also TVs and other electronics.
In 2006, the company acquired Alienware. In 2009 the company acquired Perot Systems. The company struggled after 2010, with the demand for computers falling in favor of tablets and phones.
Dell went private in 2013 but stated the company would go public again in 2016. After acquiring the EMC Corporation for $60 billion, the company made Dell and EMC divisions of Dell Technologies, Inc.
In its first report after going public, the company beat anticipated revenue estimates in March 2019.
In February 2021, Dell crushed Wall Street expectations by posting much stronger than anticipated sales numbers.
Dell is currently the third-largest PC vendor in the world, behind HP and Lenovo, with revenue in 2018 listed as $78.7 billion.
Headquarters for Dell remains in Round Rock, Texas.
Dell began as PCs Limited in 1984 when Michael Dell was a student at the University of Texas.
In 1985, the Turbo PC was launched.
History
In 1988, the company changed its name to Dell Computer Corporation and went public with an IPO.
In 1996, the company began selling PCs from their website.
In 1999, Dell became the world’s largest PC manufacturer.
In 2003, the company was renamed to simply Dell Inc. to reflect their sales of not only computers but also TVs and other electronics.
In 2006, the company acquired Alienware. In 2009 the company acquired Perot Systems. The company struggled after 2010, with the demand for computers falling in favor of tablets and phones.
Dell went private in 2013 but stated the company would go public again in 2016. After acquiring the EMC Corporation for $60 billion, the company made Dell and EMC divisions of Dell Technologies, Inc.
In its first report after going public, the company beat anticipated revenue estimates in March 2019.
In February 2021, Dell crushed Wall Street expectations by posting much stronger than anticipated sales numbers.
Dell is currently the third-largest PC vendor in the world, behind HP and Lenovo, with revenue in 2018 listed as $78.7 billion.
Headquarters for Dell remains in Round Rock, Texas.
I would really like to talk to someone in a US Office
PLEASE HELP!
Re: Dell XPS 3890 uniquely identified with Service Tag: 2JVWNY2 and Express Service Code: 5556014138.
Purchased on August 9, 2019 from Dell Sales Representative via phone communication. Total purchase price of $2030.86 and order #511503558 and Dell Purchase ID: 2006788881014.
In Aug 2019 I purchased a Dell XPS 3890 with 32GB RAM. I did so by talking to a Dell sales representative on the phone. In doing so, I conveyed that I will eventually upgrade the machine to 64GB RAM and that the machine needed to allow for this.
What was delivered was a 32GB RAM machine with the only way to upgrade to 64GB of RAM by throwing out the 32GB RAM Dell had sold me and purchasing a separate set of 64GB RAM. In essence, Dell is trying to charge me for 96GB of RAM in order to have a machine that has 64GB RAM.
As a consumer, I have no choice in how the Dell XPS 3890 is configured except to indicate the total RAM I currently want, and to convey that I need a path to 64GB RAM that only includes the purchase of 32GB of additional RAM. It is Dell’s choice to configure the 32GB of RAM in such a way that does or does not allow for the addition of 32GB of RAM to result in an XPS 3890 with 64GB total RAM.
Dell
(a) Knowingly configured an XPS 3890 with no upgrade path except to buy an additional 64GB of RAM and discard the 32GB RAM already purchased, and
(b) Was informed by the consumer of his intention to eventually upgrade to 64GB RAM by adding an additional 32GB in the future, and
(c) Sold this XPS 3890 to me (the consumer) without any disclosure of needing to purchase 64GB of RAM to upgrade to 64GB of RAM, thus misleading the consumer in his purchase.
(d) Provided a receipt that indicates “32GB DDR4 at 2666MHz; up to 64GB (Additional memory sold separately). This receipt reinforces that to expand the RAM of this Dell XPS 3890, consumers need only buy “additional” memory.
As a consumer, I am expecting
(a) Dell to provide an XPS 3890 with 64GB RAM via the purchase of an four 16GB DDR4 RAM cards as directed by a Dell technical representative on March 16, 2021, for the price of two 16GB DDR RAM cards of same.
If Dell chooses not to take this step, I will
(a) Directly contact VisionTek corporate to explain how Dell, a reseller of their products, is deliberately misleading its customers to increase profit,
(b) Directly contact the Better Business Bureau to file a complaint against Dell, Inc at 1 Dell Way, Round Rock, TX 78682 bbb.org/us/tx/round-rock/profile/computer-dealers/dell-inc-0825-41453,
(c) Directly contact the credit card company used to purchase this specific Dell XPS 3890 to refute the charge because Dell did not deliver the agreed upon product. Something that could not have been determined until such time as the consumer attempted to purchase additional RAM,
d) Post to social media outlets the details of the original sale and the communication with Dell since discovering the agreed to upgrade path was deliberately made unavailable by Dell.
DO NOT BUY FROM DELL!! DON’T MAKE MY MISTAKE!!! sales will say something, financial department will change that, no call, they will just change it. We were told we had 12 months to pay for laptops, sales slady gave me the exact day I needed to pay. They moved the date to 11 months and charged me $434.86!!!!!!!!!!! after days of fighting, I got $250 credit, but I still owe $184. Jerry Strother, since you are in charge of media, I’m sure you will read this, even tho you basically told us we will get nowhere because you were in charge, here I am, and I’ll let everyone know Dell has no capacity of pulling out 1 year old sales call, therefore, they would rather lose you as a customer than taking away $184. But they say it’s my fault for not logging into Dell’s website to see my statements, which were not even mailed to me, but I did not care because my payments were going through and I knew the date I had to pay them, WHY WOULD I LOG INTO YOUR WEBSITE A SEARCH FOR YOUR SUPRICE CHARGES DELL???!!! what company expects an adult with their hands full to log into any of their service’s websites??? NO ONE! unreasonable requests from and unreasonable company that would go to unreasonable lenghts for an unreasonably ridiculous amount of money, ALL THIS to keep my $184 dlls. you rather loose a customer who was waiting to finish paying his gaming laptops before buying the next thing from them. NEVER AGAIN DELL
Recently, I purchased a Dell XPS. I was sent a machine that did not meet my specs. as, the drive was only 256GB instead of the 1TB I requested. unfortunately, due to other things I had to do, I discovered the problem after the 30 day period so, no exchange.
The company made an accommodation and said that if I bought a larger drive from them, they would send a tach to install it. When it arrived, I called and, no help is to be had. I have spent at least 10 hours on the phone being shuffled from department to department and back again (departments do not talk to each other or have access to their records). No managers are available ever. I tried to call the corporate office and discovered their number was not working. There is no way to contact management who seems to have insulated itself from customers.
I have purchased many computers from Dell while working for the government and, a couple for myself. I would be hard pressed to do so again.
I found this computer in the alley way close by where i live and I call dell to fine out if the computer was lost or stolen, and then they ask me for the service tag number.Then they said it was lost,stolen and they already count it for a lost so there is anything they can do about it. So i kept the computer because i found it and it don’t work so well. Now i keep getting this person calling me on my cell phone about the computer, so she much be behind the computer being lost and now she want to collect it. Her # is 385-278-4025 dell need to check it out because i smell something fishes going on. If you would like the computer back you much send me a mailing label postal paid and i will be glad to send it to you people. I also call the police office to report the that i found and he said that he will pick it up and i said to him, then he need to give me a receipt or something and he said no, so i call bell back and told what the police said and they said they will sent me a per-paid mailing label to send the computer in. Now i am wait on the label from dell. Service Tag # B3L91N2.
May 6, 2019
RE; Return call
Namrata,
According to you, you were supposed to return a call to me in 24 hours. Just in case you forgot I’m going to cut and paste the email you sent to me and I’m also going to cut and paste my email so you can see what time I replied to your email. You’ll see that between the time you sent your email to the time I sent my reply email only 15 minutes passed, because I immediately tried what I was having problems with and nothing was fixed.
Months ago I had a problem with Dell Financial and I was told in her boiler plate letter to me “be sure to let us know your preferred contact number and best time to call”. I’m still waiting for that call. The problem was fixed but I never received a return call just like you, but you never fixed my problems. I called Dell Financial back and the representative I talked to said she knew the person and she would make sure that they would return a call to me, like I said I’m still waiting for that call.
You and her made a commitment to me. I didn’t ask you to return a call within a specific time frame. Like I said you made a commitment to me. At 2:40 PM Eastern Standard Time today it will be 96 hours, not including weekends, way more than 24 hours.
I guess that’s Dell’s policy promise to return a call then never call back. I called this computer a piece of junk yesterday but it’s actually a piece of S***
Just in case you forgot my number is 732 440-XXXX
Sincerely,
Alfred Sacchetti Jr.
You replied on Mon 4/29/2019 2:55 PM
namrata.bajpai@ dellteam.com
Mon 4/29/2019 2:40 PM
Dear ALFRED,
Thank you for your time. I hope that we have successfully identified and fixed all the issues with your computer to your full satisfaction.
In case you need any further help with your computer, you may contact us by directly replying to this email (DO NOT change the subject line). Once we receive your email, you will get a response within 24 hours or within your specified timeframe.
Dell Service Tag: 2TQD1T2 [SRNumber:989953105] Agent: | #RT#
This is exactly what I’m talking about you say you fixed my computer just like Geek squad. I just opened Google to open something up and it open small. Al
Purchased an Inspron 5770 with a dock station. I was sold the wrong dock. When I tried to get a new one purchased I spent 2.5 hours on the phone getting transferred from customer service to tech support to billing and back around the horn. Again I was given the wrong dock to purchase. Foound this out after doing my own research. At this point I figured if they can’t get this right what would happen if I had an issue with the PC. I returned the entire unit for refund. Now trying to get in touch with headquarters in Texas. When I called the number listed on this site it tells me the number is out of service. Dell’s rating is 1.4 out of 5, but they say they are the third largest PC manufacturer. Will spend my money, even if it is a bit more, at Best Buy where I can talk and deal face to face with folks.
Try real hard to not buy Dell products. Customer service is terrible. Tried to return printer toner. Their toner is old and does not work in my printer. Good luck with these nerds. Back to HP products.
I am very disgusted the dell laptop that I purchased in Feb. 2018. I have already had to send it back to dell to get it fixed when the hard drive failed. When it came back to us from your repair center they sent us back the wrong power adapter. And now we are supposed to be sending it back once again this time it is supposed to be getting the motherboard replaced as well as the hard drive once again replaced and something needs done about the power adapter. I am highly displeased with the customer service that I have thus far received. Not to mention I have repeatedly told each and everyone of the dell employees I spoke with that I do not want this laptop back, I feel like I have received a defective product. One that has already going to have come back to dell for repair twice and its not 6 months old. That is ridiculous, I also told them that I would either like a new laptop that is not defective or I would like my money back so that I can switch to HP products. I do not want a refurbished piece of crap that was somebody elses junk and was returned because it had issues as well, I paid for a brand new laptop and That is what I expected to get, but with all the issues with the product I was sent, I would have had better luck buying a laptop at a yard sale at least then I would have expected to have bought a piece of crap and wouldn’t have been surprised by defects and issues at a yard sale people only get rid of things that they consider to be the same as trash, But here I bought a brand new laptop from you guys and still got a defective piece of trash unworthy of even being sold cheap at someones garage sale. I would appreciate speaking to someone who is going to try to come up with an agreeable conclusion to this ongoing problematic defective piece of plastic. I do not wish to speak to any of the dell employees I have already spoken to, especially the last lady I spoke with her name was Hemalda Victor, I felt she was not only rude, but has a really bad attitude, she continuously talked over me and was only wanting to talk about the power adapter that was the wrong adapter for this computer. she says it may be broke and that it will not be covered by the warranty and I’ll be stuck paying for it out of pocket. If by chance it is just broke then it was broke before it was shipped back to us, and I shouldn’t have to pay for a dell employee screw up either. we need to find a solution to this issue because I will never purchase another dell computer if this is how customers are treated. I just would like to have the brand new non defective product I spent hard earned money to buy. I would like to get a satisfactory solution to this issue as soon as possible. Thank you
Dell outsources their entire customer service and tech support phone people for the sole purpose of cheap overseas labor and they are getting what they pay for horrible, low quality service which is why I won’t do business with them. Despite getting huge tax cuts from the federal government Dell still refuses give these jobs to Americans. Everyone should send a message by boycotting Dell, they are horrible, greedy, and very UnAmerican.
I have had a Dell Financial Service account for many years now. In the last 2-3 years it has become ridiculous. Today I go on to pay my bill and they have MOVED to mydfs.dell.com. I went there ad was asked to CLICK forget my password if I have an existing account. I did that and then was redirected to my e-mail in which I was then told to put in new password. Anyway I did all that paid my bill, etc. After that I receive and e mail stating I change to paperless. NOT TRUE. There is no where on their new website that tells you anything. NO PHONE NUMBER, NO ADDRESS, NO CONTACT INFORMATION, NO NOTHING. NO UPDATES< ETC. So then I call the PHILLIPINES. As you made me pay my bill the next day which would make it late and further charge me a late fee. You say pay by 5:00 Central time, Of which I did Central time is behind my Easter Daylight Time. CONFUSING! Jusst another way to scam the customers and get more $$$. I am pretty much finished with Dell. Even the products I have purchased from Dell in the last few months I have had to take back to store several times.Garbage. As far as the Phillipines, this is disgusting a 3rd world country and the phone reps no from nothing in helping you out and your on the phone almost and hour.
I have been working with Dell support for three weeks regarding a BIOS update problem. I have talked to numerous people who have tried a variety of things to resolve the problem. The even had a new mother board installed. Unfortunately the new mother board had the same BIOS as the old one. Now they want to pawn off someone’s rejected XPS that supposedly has been refurbished. If I wanted a used computer I could go to ebay.
I suggest that they send me a current XPS computer with some type of charge to offset any difference in system configuration.
No one can make a decision, it has to be forwarded to another group which means that we wait another one or two business days.
Dell customer service is the worst I have ever encountered. From the looks of the above rating, I guess I am not the only one. If you are going to sell computers in the US, then you should support them from the US, not from a myriad of foreign countries
Regards
A little over a year ago, I mistakenly purchased an Dell Inspirion 15, 7000 series. I was the worst mistake of my life. Have been disabled in body by a MAC lab explosion and Fire where I taught as a college professor, I can not be around computer for more than a hour or 2 at the most. Many do not the hazardous materials in computers, I studied harard communications.. Since I could not set the computer up myself another did so, yet another mistake. The kick back from companies is rampant. The person was told over and over what my needs where, and disregarded each. It has taken 23 years for the toxins to leave my body, I had the sense to tear off my clothes to protect my brain. I have been bulling threatened and lied to by DELL support and know Dell premium support plus. They do not listen, they do what they want. This is not customer support, it is customer destruction. I have put my life saving into this piece of junk, do they care, No. Do they care what the computer has don’t to my body, no. And today I received yet another rather hateful email from a premium support person, who stated she had read my emails for over a year, is so, she is either illiterate or was lying. My health has been set back, which she denied that computers off gas volitle organics, rare elements, and formaldyde. Anyone with half a brain knows this. Now this person wants to speak to me, whenI am barely abled to sit up. Does Dell care, Hell no. It recommend nothing good about Dell. If they like stealing an elders life saving, perhaps they should join Bernie Madof . That you for placing an elder in the position of choosing, food, medicine, or death. I sincerely have nothing but contempt for DELL>
My wife bought a pc in 2010 and it eventually got a virus which we cannot remove and now does not work correctly. She then purchased a l as laptop in 2015 which the hard drive crashed in less than three years. She tried to work with the warranty company to no avail. She then purchased another dell last year and now has a hardware problem. We are now trying to work with dell technical support to get labels to return for repair. We are hoping for the best. I believe after this she wil NEVER buy another product again.
I received a Dell Inspiron computer as a gift from my children on November 3, 2017. Service Tag J1FLLJ2; Service Request # 958848904. I have spent many, many hours on the phone and sending/receiving emails with your techs. Right from the beginning I had problems as the computer would not access the internet, then there were problems with it freezing and fan running, touchpad is too sensitive, and it zooms in/out frequently often when I am not even touching the keyboard. After supposedly fixing that, I was left with font problems making it difficult to read. Then I started receiving warnings about the AC Adapter not working. They tried to fix it and eventually sent me a replacement AC adapter cord, but I still am receiving the warning. Now they tell me I have to send my computer in and they will have it for about 2 weeks(probably longer from what I am reading online). And they call that “Express Repair”? Seriously, what decent company believes that is express service? I don’t have a backup computer or Ipad. This computer has been used barely 3 months and has caused me so much stress and frustration. Why can’t they replace this clearly defective computer since it is so new? I have asked them from the beginning to replace it as I had a very bad feeling about it with things going wrong right out of the box. Any company that values their reputation would realize that this computer was defective right from the beginning and would do the honorable thing and replace it since it is so new. My whole family is upset. What started out to be a great gift for their mother and grandmother has turned out to be nothing but stress for me and a huge disappointment.
I bought an inspiron 17 5000 series thinking I was buying a state of the art computer featuring the latest technology. As it turned out I bought a boat anchor. It will not connect to the internet, the DVD drive won’t open and doesn’t seem to have the emergency release hole mentioned in the doXXXXentation. The distance troubleshooter wound up telling me he could do nothing. So on Jan 18,2018 I filed a Warranty claim. The man I spoke with took my phone number and said he would call me. That hasn’t happened. It doesn’t recognize WiFi, so no printer. I have repeatedly tried unsuccessfully to contact Dell technical support by email. The web site declines my service tag and express service code.
I have never been as disappointed in a product or a company
Sam W. Keenon
Biloxi Miss
I purchased 2 all in one dell computers in May 2017. Both crashed and froze. I contact customer support ans was patched to a tech in India. We spent 2 hours on the phone trying to trouble shoot the problem. Nothing. I had on sight repair agreement, but the tech convinced my to send it to the dell repair facility. that is where my nightmare began. The tech assured me that the turn around time would be 3 to five days. I followed up two days after I sent the computer by Federal Express. I was told be the tech that my computer arrived at the service Center the day before which would have bee Thursday and assured me that a service tech had been assigned and is working on it. This was by e-mail no less. I sent an e-mail to the tech to get an update on the computer. I was assured that it is being worked on. I then called the service center in Texas on Monday. I was told that my computer had just arrived to the repair facility and they will assign a tech to look into the problem. Again I was told that they would expedite the repair. I contacted the initial tech to find out why he told me my computer had arrived at the repair facility on Thursday and that a tech was working on it when the repair facility just informed me that the computer had just arrived on Monday. He said he would look into it. No response. I called customer service and was assigned a different tech who said he would look into it. I was bounced around from one tech to the next. On Tuesday I called the repair facility and after being put on hold for about 15 minutes, I was told that the computer was being worked on and should be taken care of soon. He assured me that their is an expedite order on the computer and I should be getting it back within a day or so. I then called on Wednesday to get an update; once again I was put on hold for ever, and when the individual came back on the line, he told me that my computer was at the repair facility but that no repair tech had been assigned to look at it. I was livid and asked to speak to a supervisor. I wanted to find out why all the lies and misrepresentations from every one I spoke to a Dell. No call back from the supervisor. This was my business computer and so I have not been able to conduct any work for over 10 days since the computer froze up. To add insult to injury, my other Dell computer that I purchased at the same time, ( May 2017), died as well. Based on my experience with Dell customer support,with the one computer, I was not going to send the other one in. In over 30 years, I have never had a worse experience with any company,LIES,, MISREPRESENTATIONS and lack of interest in taking care of the customers.Today is Thursday and you guessed it, no computer and no call from any supervisor. i needed to get back to business, so I went out yesterday and purchased an HP computer. I will never purchase a Dell again. the company sells you on customer support at the time of purchase, but that is all it is, talk.
For the last week I have been waiting for Dells cyber Monday sale. My iMac died unexpectedly several weeks ago and my kids begged for a Dell PC. My son especially because he has two surgeries coming up to remove a tumor from his jaw that they fear is cancerous. His first surgery is tomorrow so I wanted to surprise him. I waited inline all day. I was signed into my account. I had my payment saved to my account. I had the item in my cart. All I had to do was wait for the countdown on the site to hit 6pm. At 6:00:02 I refreshed my page and it said they had all been sold out! 3 seconds! In 3 seconds you sold every computer you had available for this sale? I highly doubt that! How could I have one in my cart and then it just disappears. It’s false advertising! Your ad said 6pm but at 6pm they were sold out. What gives? I wanted to buy from you. I wanted to trust you. But instead you misrepresented a sale that you never had. I want answers! I want the deal that I waited all day for and was denied by your website so that I can show my son that there is still good in the world somewhere. You robbed me of all of that!
Caren
In the last 3 weeks so far I have been sent the wrong power cord for my Inspiron dell computer 2 times. Each time I paid in advance for the wrong cords and each time was told to send them back. Today I got the latest cord, it too is wrong. After being on the phone and being transferred 10 times I was told I could pay again for another cord and they would ship it to me. I have still to get the refunds from the other 2 cords. I believe Dell should replace this cord for free as I am in college and have been patient for the last 2 wrong shipments. I have $138 tied up in wrong cords and cannot afford to pay again for a cord. I am awaiting refund and have gotten email saying the cord was returned and recieved. I am totally upset at this time as I need my cord. Order # 257523802 for Service Tag C19QB32. Can someone help me. I have spent over 3 hours trying to get service and a 90W power cord for my laptop.
Status
I have a dell laptop which was initially having some issues.My service request number is 951025990 . Primarily I made a complaint on 28 june.When I registered a complaint on 17/07/17 and i was told to reset it . I was given a assurance that my laptop will start working properly after i reset it. But nothing like such happened.
Then after much of the harassment and struggle ,dell executives talked and provided me with onsite visit and reinstalled the windows . I regret to inform you that unless customer mail’s dell leaders , your executives simply passes time.
After windows installation also, i am facing many problems . Everytime, i operate my laptop, i have to face one or the other problem. Within a week of installation of windows, the first day i operated my machine , the same day my screen showed me a flash of light.This was my primary problem statement , which was not resolved after such a long harassment. When i made a complaint , Mr. ANUJ MISHRA , simply updated the drivers and told me that it was the drivers issue. After 1 week , when i again operated my machine, i realized that audio was not there in my machine as well as the speed of my laptop has slowed down to such an extent that it gets hang when i have to transfer my data (more than 5GB). Now, second week also i have to make a complaint. Everytime , i work on my laptop , i have to write a mail to dell for one or the other issue. Again Mr. ANUJ MISHRA asked me to update the drivers and for slow data transfer, primarily, he told me that my hard drive might be having the issue(device from which data was transferred) , but after much of the argument and some screenshots of task manager , he had to agree. After my continuous attempts to focus on audio, he did not give me any remedy and i was told that , for software issues , dell do not provide any assistance , and since its an exceptional case , so its their choice that they are doing it. After 2 months of incompetent service , Mr. ANUJ MISHRA is asking me for 3 more days for resolving the issue. Everytime , i write a mail to dell , Mr. Anuj comes up with dell drivers update as a solution. Infact , today after my continuous attempts and demands , he was not able to take my machine on remote.
Furthermore, the drivers did not get updated because of machine issues. And as mentioned , he did not provide any remedy but simply wasted my time and asked for time of 3 days . This is really disgusting . Within 20 days, I have to repeat a long procedure and this time that too without my data backup. Today also , I was occupied with dell phone calls and executives for minimum 3 hours and as usual the output was nothing but the stupid argument.
Dell executives are giving me typical solutions. Before getting any assistance from dell side , I asked Mr. Sharmil that should I take the backup . At that time , he told me not to take it. And when the restore was not successful , he wants to reinstall the windows and than pressuring me to get to some local computer shop and get the data from hard drive. Everytime Mr. Sharmil calls me , he supports his points without listening to my problems. He always gets me into one or other arguments.
Previously , when taking the backup was in my hand at that time he said no and now, when I want my data then he is giving me excuses to support his previous statements.
Because of your incompetent staff , my work has completely shut down. Furthermore, Your executives are not sure about my data recovery. Within 20 days , you people are expecting me to reinstall windows in my machine . Mr. Anuj asked me to wait for 3 days , for managing the system replacement and Mr. Sharmil is telling me that there is no such policy for laptop replacement. Your executives are confused among themselves. Enough is enough sir. I have already suffered a huge loss. Please pay my losses. And, now I cannot afford to waste more of my time since I have more important works other than arguing with dell executives . You can take back this box and return my money since this is really not the way to handle the problems.I simply feel this is another way to mentally harass me. Now, my calls are even disconnected and my mails are not replied.This is disgusting .
Please tell me the meaning of Mr. Anuj Mishra statement of replacing the system if there is no such policy. Was it to pass my 3 days??
Mr. Sharmil from advanced escalation team disconnected my call . He is even not replying to mails. This is disgusting on part of dell.He even lied saying that he don’t have any Manager and on other moment he said that his manager don’t talk to customers. Whereas technical support team told me that they have transferred the case to Mr. Sharmil’s Manager. I don’t understand what dell is upto.Now unwillingly , I have to go to women cell and consumer forum for the harrassment and torturing . Dell will be responsible for all the losses now as now I have to do press release to show the reality of dell services and even the dell products.
I also want to know what if my issues are not resolved even after taking the backup. It’s been 1 month since I am trying to get an answer to this question but dell executives are simply giving me the old scripted text (something unrelated to my questions). As mentioned before also , they are not answering my calls , mails and even the questions.
From 3 months , i am unable to work on my machine because of recurring issues and dell incompetence to resolve them. I am a working girl and cannot afford to spend such a long time on interacting with dell executives even when the output is zero.Seriously , i am shocked . Is this your way to provide service even when the product is in warranty???
Its been 3 months since i reported for issues in my product. From 3 months , i am mentally harassed and bearing financial losses for the wrongs done by your executive and their absence of knowledge. I had already a financial loss of 2 lakh.
Since my problems are not resolved , please return my money i.e. the cost of product with 24 % interest p.a (52k + interest).
Dell customer service sucks.
I am a Chinese user, now i encountered a big problem with Dell customer service..
Here is my story, on May 6th 2017, I released a order(52093164027) for M7720(6TT42G2) on 360buy.com and spent RMB:16999(USD: 2615)
and then my nightmare was started
1. On June 14th, I found there some light spots in my scream and Dell tech
department agreed to change a good one screen to me, as shown in figure 1 or
videos 2. On June 19th, Dell repair engineer brought the screen to my company but it could
not work and could not light on.3. On June 22th, DELL repair engineer changed another good screen but with veryserious lighted-leaking issue. as shown in figure 2&3 or videos On June 27th, DELL agreed to change another new screen to me but there are some
light spots in whole full screen, finally DELL senior engineer Mr,Qiu who thought
maybe this problem was occurred by VGA card and mother board’s problem after
analysis, and he agreed to change another new laptop to me due to so many
problems for this laptop, to be honestly, he is the nicest guys from DELL TECH TEAM
and would like to hear what customer voice is. As shown in figure 4 or videos
On June 20th 2017, got my second M7720(CDBP6H2) and my nightmare still continued
because still had following quality issue for it.
1. There are some interference between D shield battery locking area and it is so hard
to make the battery in position, as shown in figure 5 or videos
2. There are some big gap between C shield and mini card location and felt serious
wobble issue if you put your fingers on it because the screws was loosen
3. Also there still had some light spots in whole full scream and same with the first one,
as shown in figure 6 or videos
4.The left IO with very poor assembly issue there are a big gap between HDMI &Dp port,
as shown in figure 7 or videos
2.The second DELL M770 laptop(CDBP6H2)
BTW, All of defective symptom already confirmed by DELL repair engineer on site on
July 26th 2017,however, DELL customer service team LianLina, Wang(LianLian.wang@dell.com) who
did not want to change another new laptop to me even there are so many defect
syptom for this laptop. But later, one day she told me if DELL’s agent(BeiJing
RongShunDa network company ) agreed to change the new laptop to me, she will
agree to change another new one, could return my second laptop to that agent and
DELL give another new one to agent due to dell’s special relationship(I still do not
know, what it is ) and meanwhile, she asked me to communicate my seller(should be
sub-tier of DELL’s agent) also she communicated the that agent(BeiJing RongShunDa
2.The second DELL M770 laptop(CDBP6H2)
network company ) and then I do not know what happened and that seller finally
called me and agreed to change another new laptop for me, so interesting, LianLian
Wang was disappeared when I got my third laptop, no matter what or how did you
email (what kind defect problem does my third laptop have )to her. So ridiculous, this
is attitude of DELL customer service team, More details as shown in enclosed email
record.
On Aug 14th 2017, I got my third laptop(5FJ38H2) and my nightmare was continued and please
find following defect symptoms.
1. There was a memory installing issue due to poor memory slot, as shown in videos
2. Found some scratch issues in PCIE cover and wireless cable , as shown in pictures.
3. operation system error and the system was broken down completely in Aug 18th.
3. operation system error and the system was broken down completely in Aug 18th
3.The third DELL M770 laptop(5FJ38H2)
2017, as shown in videos.
4. sealing label had re-used labels which show this one was already opened by
someone before I got it , as shown in pictures.
5. There is the adherence tape problem on scream, which occurred this kind leaking
light issue, as shown in pictures or videos.
6. There is a very serious leaking light issue for scream, as shown in pictures or videos
As so far, almost half moth passed, still did not get any answers from DELL Tech team,
meanwhile, DELL customer service team still did not want to change my third laptop
with anther new one no matter what you said, they insisted to say who sold this laptop
to you and just talking with them about return or exchanging but does someone think
about why I could get this bad one or used one laptop is because of LianLian, Wong,
please find following email record and we-chat record which proves her involved whole
process with that agent (BeiJing RongShunDa network company ) for this third laptop,
and she is a main actress and set a trap to me, now DELL customer service team wants to
get rid of this issue, So ridiculous. How do you think what your USA team, general public
and competitor will say
30 year customer always a fight with them to get what should be your God given right. This July 2017 dell paid teck support for which I called COMPLETLY WIPED MY HARDDRIVE CLEAN. I’m 70 years old all my life pictures gone for good, Yes I should have done something pro active. I am disabled and not good with computer skills that’s why I pay every year for DELL teck premium support. Dell gave me $200.00 credit for any new computer. I order 900.00 computer NOW they will not take off 200.00 credit now.
Very disgusted with DELL. Please call me DELL USA
I bought a dell a year ago for my husband to do work on. service tag 8MSPD82. It has Window 10 operating system. When I called the sales person, he asked what I was going to use the computer for and I told him and he recommend the Inspiron 14 3000 series. A very basic system for general use. Which is what we are using it for.
However the computer is useless, because now the computer is just a year old and we can not install any of the Window 10 updates due to the fact that the computer does not have enough hard drive space to operate the Windows 10 operating system. We do not have anything stored on the hard drive but one program. And I have went and uninstalled all the apps that came with Windows 10 that the system allowed me to do trying to get more hard drive space. The system was not built with enough hard drive space to operate Windows 10. I want my money back and would be willing to put it towards a upgrade. I have called customer support, talked to a supervisor and he was not helpful and said that I did not need to perform the windows updates. Which I know he is wrong. Why would you sell a computer that will not support the operating system that you installed on the computer. As far as I am concerned you have cheated me and sold me a computer that can not be used. Over the years I have bought 5 lap tops and 2 desk tops and have always been happy with them. This time I feel I have been cheated and I would like for dell to make it right. I would like someone to contact me on this matter.
Stuartjc at wowway.com
I bought a new computer over a year ago and when I received it it would not charge or start. When I called to report this I was instructed to open the back with a screwdriver to take battery out. I just wanted to return it not dismantle it. Sent it back within the week using the return address on the box. No financial return. I called and called and now I am suing dell for my money $1300. Dell use to have a good reputation what happen. Multiple calls and told I would get my return 1 year later no return.
I bought my Dell Inspiron 17 inch, model # 5767, Tag # 9TY7QF2 in December. Right away, I had problems. It wouldn’t charge beyond the charge it had when I received it. After spending hours on the telephone, I was sent another power cord. Even after telling the non-english speaking customer service rep that it wasn’t the power cord. Well….., a new power cord and days later, the new power cord wasn’t the problem. I had to send the computer back and wait for a second one to be built and sent. Within a few months, I had a problem loading a computer spyware program, only to find out that the operating system was missing a component or was corrupt. After multiple calls to customer service and countless hours on the phone, and two flash drives with supposedly good copies of the operating system, and reloading the operating system, minus some of the programs that I paid for on my order form, and I’m now having another problem of my computer powering up and not opening up to the home screen. After 30-40 attempts to start my computer, without luck, I began to close it down one more time. As I picked up my laptop, the home screen came up. For days now, I’ve come to realize there is a loose cable or connection between the screen and the key pad, and it’ has become a hit and miss as to when I’ll be able to get on my laptop. My computer hasn’t been damaged or abused in any way. With the exception of the problems I’m having, I love my laptop. Unfortunately, after just over 6 months, it’s all but become a paperweight. PLEASE, PLEASE help me get the laptop I paid for. I don’t think that’s to much to ask for.
Respectfully,
Patrick Owens
First Dell $1100 from Best Buy courser pointer would vanish and browsers became unusable had to stop process with CNTRL ALT DEL. Returned! Next Direct from Dell. After 2 new XPF-15 HD $1,500 couldn’t pass their own self tests and Pro service even changing mother boards and SSD couldn’t fix returned in 30 period. XPS-15 4K failed $2100 then 2nd XPS15 4K $2100 video camera made skin tones like a lobster and all Dell latest Intel graphics driver did was remove features and make remaining features not work! And Dell was caught changing driver update dates BUT when drivers actually load they show the real driver dates and they are actually same old software just changed the dates! And video camera makes skin tone sunburn red! and if you don’t buy pro or premium service plan they claim it is their software and want to charge you to fix their problem even it is in the 30 day return period! Pay to fix their problems? Not one time in 3 months as Pro or Premium Service able to fix 1 problem and they never return calls!
If you see a Dell Run For Your Life! It will bite your wallet or purse, waste your time! You can’t do your work and you will get fired or your customers will leave you.
I have been trying to get a USA representative for weeks now. I finally got on the phone last Tuesday and let one of the dell representatives connect to my computer. I am not sure what he did but I have been down every since. I have a small business and can’t print any of my clients materials nor received. I have spoken to numerious repres since then but none have been able to get me back online. I have Premium online support, but what does that do when they can’t fix the problem. We have tried everything and all has failed. I asked again to get a number to have a rep come to my house. I was told call back and after more than 20 calls and 10 hours (for real) on the phone, I am having to call Geek Squad to fix my computer. A $100 bill for a service I pay for and can’t get. I need dell in the USA to call me or tell me where to take my computer without additional charges. What is the point when you have a service that is no good. I have spent more than $10K over the last 2 years on dell computers and equipment. My most recent purchase was more than 3K and did not include a computer. All for my kids and grands. Apple is fast becoming a change over in my house. I have 4 dell desk tops, 2 tablets, printers and more. Hello Apple, I just purchased 2 more tablets. I purchased for my kids a lap top and tablet for college. They love it and have had no problems for 3 years, but I was sold on Dell. Well something to think about when trouble arises. Can I give it one more chance. Give me a number so I can call and speak to a USA rep and get my computer up and running.
I need a number to the office here in the U.S. India is not helping I sent my computer to get fix for the screen they sent it back smashed after I paid $300 to fix it now they said my computer is not worth much it’s already 1year and 55 days old so all they can do is send me a used computer and I have to return mine with in 10 days and on top of that supervisor said I need to not speak till he is done speaking ? … Does anyone have the number to the U.S. Number
I am more than frustrated with Dell lack of customer care. After all besides creating great products customer care “WAS” one of the most important factors that the company founder Michael Dell built the companies reputation on.
I am now more than frustrated, actually I am now very agitated by dealing with Dell Technical Support in particular India. Now that Trump has aligned with Pakistan, I wouldn’t mind if they did have a small war over there and decimate India.
Trying to contact Dell in the USA? Forget it! The closest that you may come is to write to them via snail mail to their address in round Rock Texas. Here is the address. As of yet I have not attempted to contact anyone in Texas via snail mail, but will as soon as I finish here.
Address per as viewed today on Google
1 Dell Way, Round Rock, TX 78682
Address in one of the Google results posted in 2007 (so probably invalid)
If you look at our listing, we have the corporate office phone number, fax number, and the address for Dell in the US.
6:51:56 PM Agent TIP_SUP_Joanna Q
No. it is not./ because again, we have our random support and representatives across the globe
6:52:16 PM Agent TIP_SUP_Joanna Q
Can I have your phone number now to call y ou and assist you so we can get you your computer?
6:53:21 PM Customer Dam it
.
6:53:21 PM Customer Dam it
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6:54:04 PM Customer Dam it
I will just wait to see if your corporate office calls me it is all posted
6:54:05 PM Customer Dam it
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6:54:05 PM Customer Dam it
.
6:54:22 PM Agent TIP_SUP_Joanna Q
Ok sure.
6:54:51 PM Customer Dam it
If they don’t I will spend my 2,000.00 at HP.com
5:44:08 PM Agent TIP_Dalisay D
I apologize that your call was routed to your preferred agent but all Dell agents who are receiving calls for small business are trained the same way and have access to all the tools that will help them help you
5:45:06 PM Customer Dam it
I was going to buy a computer but I really having a hard time now
5:46:15 PM Customer Dam it
Dell support and phone # suck and no one know English or even know how to transfer a call.
5:46:19 PM Agent TIP_Dalisay D
I see, you may want to chatting with our system sales team, they can help you configure your new computer
5:46:44 PM Agent TIP_Dalisay D
*try
5:46:52 PM Customer Dam it
Are you that dum
5:46:54 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:46:59 PM Agent TIP_Dalisay D
I can give you their link
5:47:06 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:47:07 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:47:09 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:47:21 PM Agent TIP_Dalisay D
I have read that
5:47:29 PM Agent TIP_Dalisay D
How do you want me to help you?
5:48:05 PM Customer Dam it
I don’t want a link I want to talk to someone in the UNITED STATES OF AMERICA
5:48:10 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:48:12 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:48:13 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:49:09 PM Customer Dam it
WHAT IS WRONG WITH YOU, DO YOU KNOW HOW TO READ.
5:49:31 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:49:33 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:49:36 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:49:44 PM Agent TIP_Dalisay D
flooding our chat will not guarantee that the next call will be answered by a US agent to assist you
5:50:08 PM Agent TIP_Dalisay D
please understand that calls are routed and we have no control on that
5:50:25 PM Customer Dam it
LOL, get real, YOU don’t kown how to read
5:50:27 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:51:03 PM Customer Dam it
Tell that to your web site not me
5:51:59 PM System System
You are now being connected to an agent. Thank you for using Dell Chat
5:52:21 PM Customer Dam it
Your comment is awaiting moderation.
5:52:21 PM System System
TIP_Dalisay D has left this session!
5:52:22 PM Customer Dam it
Your comment is awaiting moderation.
5:52:24 PM Customer Dam it
Your comment is awaiting moderation.
5:53:04 PM Agent TIP_SUP_Joanna Q
Hello, Sir. This is Joanna. Please tell me your name so I can address you properly, Dam.
5:54:19 PM Customer Dam it
My name has no bearing on this at this time. WHY CAN’T I GET SOMEONE IN THE UNITED STATES
5:55:30 PM Agent TIP_SUP_Joanna Q
Our toll lines are randomly routing to select department, depending on your concern.
5:56:15 PM Agent TIP_SUP_Joanna Q
may I know how we can help you?
5:56:40 PM Customer Dam it
So much for anther Dell, I have a Inspiron 530s
5:57:58 PM Customer Dam it
I am just going to go back to HP, you guy just don’t understand ENGLISH I will just buy one from them.
5:58:32 PM Customer Dam it
5:46:54 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:58:33 PM Customer Dam it
5:46:54 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:58:35 PM Customer Dam it
5:46:54 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:58:36 PM Customer Dam it
5:46:54 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:58:57 PM Agent TIP_SUP_Joanna Q
What do you want to do with your Inspiron 530s?
5:58:57 PM Customer Dam it
Can you READ
6:00:07 PM Agent TIP_SUP_Joanna Q
All I can see are your rants that you cannot get someone who speaks in ENGLISH, Dam. I would like to know your primary concern so that I can get you the correct number to call. or I can get you an alternate solution
6:00:26 PM Customer Dam it
When calling that # they WILL NOT GIVE ME THE UNITED STATES
6:00:40 PM Agent TIP_SUP_Joanna Q
Ok, let me get you another phone number.
6:01:01 PM Agent TIP_SUP_Joanna Q
But what is it about?
6:01:35 PM Customer Dam it
Is this the way you treat your customers and passed customers
6:01:56 PM Customer Dam it
Do the know EMGLISH
6:02:00 PM Agent TIP_SUP_Joanna Q
We do not intend to keep you going round-and-round
6:02:10 PM Agent TIP_SUP_Joanna Q
I’m sorry?
6:02:41 PM Customer Dam it
6:00:40 PM Agent TIP_SUP_Joanna Q
Ok, let me get you another phone number.
6:02:43 PM Customer Dam it
6:00:40 PM Agent TIP_SUP_Joanna Q
Ok, let me get you another phone number.
6:02:45 PM Customer Dam it
6:00:40 PM Agent TIP_SUP_Joanna Q
Ok, let me get you another phone number.
6:03:08 PM Customer Dam it
How long dose it take a DELL EMPLOYEE TO GET A #
6:04:01 PM Customer Dam it
sO i CAN TALK TO SOMEONE IN THE <<<<<>>>>>>
6:06:17 PM Customer Dam it
6:00:40 PM Agent TIP_SUP_Joanna Q
Ok, let me get you another phone number.
6:06:21 PM Customer Dam it
.
6:06:23 PM Customer Dam it
.
6:07:06 PM Customer Dam it
HOW LONG DOSE IT TAKE TO GET A PHONE # TO TALK TO SOMEONE IN THE UNITED STATES
6:07:09 PM Customer Dam it
.
6:07:10 PM Customer Dam it
.
6:07:10 PM Customer Dam it
.
6:07:40 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
6:07:41 PM Customer Dam it
.
6:07:41 PM Customer Dam it
.
6:07:42 PM Customer Dam it
.
6:09:31 PM Customer Dam it
6:07:40 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bussiness solution
6:13:41 PM Agent TIP_SUP_Joanna Q
Sorry for the delay, Dam. Please call 1-877-717-3355
6:14:14 PM Customer Dam it
.
6:14:14 PM Customer Dam it
.
6:14:23 PM Customer Dam it
I am calling it right nopw
6:14:52 PM Customer Dam it
.
6:14:53 PM Customer Dam it
..
6:15:03 PM Customer Dam it
Let see how this works
6:15:41 PM Customer Dam it
.
6:15:42 PM Customer Dam it
.
6:16:40 PM Customer Dam it
I ask for small solution, I am asking for the usa
6:16:56 PM Customer Dam it
He is not transferring me
6:17:03 PM Customer Dam it
.
6:17:04 PM Customer Dam it
.
6:17:22 PM Agent TIP_SUP_Joanna Q
Please extend your patience and kindly ask them to get you to the right department
6:17:44 PM Customer Dam it
.
6:17:44 PM Customer Dam it
.
6:17:49 PM Customer Dam it
Not working
6:17:50 PM Customer Dam it
.
6:17:50 PM Customer Dam it
.
6:18:53 PM Customer Dam it
Still not working
6:18:55 PM Customer Dam it
.
6:18:56 PM Customer Dam it
.
6:19:01 PM Customer Dam it
Refused
6:19:10 PM Customer Dam it
.
6:19:11 PM Customer Dam it
.
6:20:06 PM Customer Dam it
and like I said when asking for anyone in the UNITED STATES they just hang up it like talking to ebay customer support
6:20:11 PM Customer Dam it
.
6:20:11 PM Customer Dam it
.
6:20:12 PM Customer Dam it
.
6:20:47 PM Customer Dam it
Ebay customer support is Soooo BAD
6:20:51 PM Customer Dam it
.
6:20:52 PM Customer Dam it
.
6:21:35 PM Customer Dam it
Now I know how your customer support work, IT DOSE NOT WORK
6:21:39 PM Customer Dam it
.
6:21:39 PM Customer Dam it
.
6:22:16 PM Customer Dam it
…… NOW WHAT….
6:22:43 PM Agent TIP_SUP_Joanna Q
Ar eyou looking for someone in sales?
6:22:48 PM Agent TIP_SUP_Joanna Q
Or technical support?
6:22:51 PM Customer Dam it
.
6:22:51 PM Customer Dam it
.
6:23:27 PM Customer Dam it
…………………..HE JUST HUNG UP WHEN ASKING FOR SOMEONE IN THE ….UNITED STATES
6:25:36 PM Customer Dam it
.
6:25:36 PM Customer Dam it
.
6:25:38 PM Customer Dam it
…..WHY WHEN I ASK QUESTION TO HP IT IS SOMEONE IN THE UNITED STATES…..WHY NOT DELL….YOUR COMPUTER ARE SO HIGH IN PRICE…THAT WE SHOULD BY GIVEN SOMEONE IN THE UNITED STATES…
5:50:27 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:51:03 PM Customer Dam it
Tell that to your web site not me
5:51:59 PM System System
You are now being connected to an agent. Thank you for using Dell Chat
5:52:21 PM Customer Dam it
Your comment is awaiting moderation.
5:52:21 PM System System
TIP_Dalisay D has left this session!
5:52:22 PM Customer Dam it
Your comment is awaiting moderation.
5:52:24 PM Customer Dam it
Your comment is awaiting moderation.
5:53:04 PM Agent TIP_SUP_Joanna Q
Hello, Sir. This is Joanna. Please tell me your name so I can address you properly, Dam.
5:54:19 PM Customer Dam it
My name has no bearing on this at this time. WHY CAN’T I GET SOMEONE IN THE UNITED STATES
5:55:30 PM Agent TIP_SUP_Joanna Q
Our toll lines are randomly routing to select department, depending on your concern.
5:56:15 PM Agent TIP_SUP_Joanna Q
may I know how we can help you?
5:56:40 PM Customer Dam it
So much for anther Dell, I have a Inspiron 530s
5:57:58 PM Customer Dam it
I am just going to go back to HP, you guy just don’t understand ENGLISH I will just buy one from them.
5:58:32 PM Customer Dam it
5:46:54 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:58:33 PM Customer Dam it
5:46:54 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:58:35 PM Customer Dam it
5:46:54 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:58:36 PM Customer Dam it
5:46:54 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:58:57 PM Agent TIP_SUP_Joanna Q
What do you want to do with your Inspiron 530s?
5:58:57 PM Customer Dam it
Can you READ
6:00:07 PM Agent TIP_SUP_Joanna Q
All I can see are your rants that you cannot get someone who speaks in ENGLISH, Dam. I would like to know your primary concern so that I can get you the correct number to call. or I can get you an alternate solution
6:00:26 PM Customer Dam it
When calling that # they WILL NOT GIVE ME THE UNITED STATES
6:00:40 PM Agent TIP_SUP_Joanna Q
Ok, let me get you another phone number.
6:01:01 PM Agent TIP_SUP_Joanna Q
But what is it about?
6:01:35 PM Customer Dam it
Is this the way you treat your customers and passed customers
6:01:56 PM Customer Dam it
Do the know EMGLISH
6:02:00 PM Agent TIP_SUP_Joanna Q
We do not intend to keep you going round-and-round
6:02:10 PM Agent TIP_SUP_Joanna Q
I’m sorry?
6:02:41 PM Customer Dam it
6:00:40 PM Agent TIP_SUP_Joanna Q
Ok, let me get you another phone number.
6:02:43 PM Customer Dam it
6:00:40 PM Agent TIP_SUP_Joanna Q
Ok, let me get you another phone number.
6:02:45 PM Customer Dam it
6:00:40 PM Agent TIP_SUP_Joanna Q
Ok, let me get you another phone number.
6:03:08 PM Customer Dam it
How long dose it take a DELL EMPLOYEE TO GET A #
6:04:01 PM Customer Dam it
sO i CAN TALK TO SOMEONE IN THE <<<<<>>>>>>
Dell Logo
5:26:20 PM Customer Dam it
Initial Question/Comment: 3_227
5:26:25 PM System System
You are now being connected to an agent. Thank you for using Dell Chat
5:26:25 PM System System
Welcome Dam it
5:26:35 PM Agent TIP_Dalisay D
Welcome to Dell Parts and Accessories U.S. Sales Chat! My name is Dexter and I will be your Dell.com Sales Chat expert. I can be reached at us_con_sl_apos_chat at dell.com How can I help you today?
5:28:25 PM Customer Dam it
Why can’t I get someone in the USA. I call the number at top of your web page. When asking for someone in the us they will not transfer
5:29:05 PM Customer Dam it
I have a dell, I am going to Hp
5:29:07 PM Agent TIP_Dalisay D
It’s great that you chatted in today. I’ll be happy to assist you.
5:29:32 PM Agent TIP_Dalisay D
How can I help?
5:30:41 PM Customer Dam it
Why can’t I get someone in the USA
5:31:48 PM Customer Dam it
How many time do I have ask for the USA
5:33:47 PM Agent TIP_Dalisay D
I hope you understand that calls will be distributed either onshore or offshore
5:33:57 PM Agent TIP_Dalisay D
we have no control on that
5:34:27 PM Agent TIP_Dalisay D
But you can try, how can we help?
5:35:17 PM Customer Dam it
10 calls and the dum A!! don’t know ENGLISH
5:35:41 PM Customer Dam it
10 calls and tranfer 20 time
5:36:07 PM Agent TIP_Dalisay D
What is you concern, maybe I can help you?
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:38:07 PM Customer Dam it
I am posting this on facebook and your corpate office feedback
5:40:37 PM Customer Dam it
Also sending it in a email to the corporate office
5:44:08 PM Agent TIP_Dalisay D
I apologize that your call was routed to your preferred agent but all Dell agents who are receiving calls for small business are trained the same way and have access to all the tools that will help them help you
5:45:06 PM Customer Dam it
I was going to buy a computer but I really having a hard time now
5:46:15 PM Customer Dam it
Dell support and phone # suck and no one know English or even know how to transfer a call.
5:46:19 PM Agent TIP_Dalisay D
I see, you may want to chatting with our system sales team, they can help you configure your new computer
5:46:44 PM Agent TIP_Dalisay D
*try
5:46:52 PM Customer Dam it
Are you that dum
5:46:54 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:46:59 PM Agent TIP_Dalisay D
I can give you their link
5:47:06 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:47:07 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:47:09 PM Customer Dam it
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
Dell Logo
5:26:20 PM Customer Dam it
Initial Question/Comment: 3_227
5:26:25 PM System System
You are now being connected to an agent. Thank you for using Dell Chat
5:26:25 PM System System
Welcome Dam it
5:26:35 PM Agent TIP_Dalisay D
Welcome to Dell Parts and Accessories U.S. Sales Chat! My name is Dexter and I will be your Dell.com Sales Chat expert. I can be reached at us_con_sl_apos_chatat dell.com How can I help you today?
5:28:25 PM Customer Dam it
Why can’t I get someone in the USA. I call the number at top of your web page. When asking for someone in the us they will not transfer
5:29:05 PM Customer Dam it
I have a dell, I am going to Hp
5:29:07 PM Agent TIP_Dalisay D
It’s great that you chatted in today. I’ll be happy to assist you.
5:29:32 PM Agent TIP_Dalisay D
How can I help?
5:30:41 PM Customer Dam it
Why can’t I get someone in the USA
5:31:48 PM Customer Dam it
How many time do I have ask for the USA
5:33:47 PM Agent TIP_Dalisay D
I hope you understand that calls will be distributed either onshore or offshore
5:33:57 PM Agent TIP_Dalisay D
we have no control on that
5:34:27 PM Agent TIP_Dalisay D
But you can try, how can we help?
5:35:17 PM Customer Dam it
10 calls and the dum A!! don’t know ENGLISH
5:35:41 PM Customer Dam it
10 calls and tranfer 20 time
5:36:07 PM Agent TIP_Dalisay D
What is you concern, maybe I can help you?
5:37:33 PM Customer Dam it
The phone # at the top of the page says call 1-877-456-3355 for the US-base small bossiness solution
5:38:07 PM Customer Dam it
I am posting this on facebook and your corporate office feedback
5:40:37 PM Customer Dam it
Also sending it in a email to the corporate office
Still no help, WHAT IS WRONG WITH YOU DELL!!!!!!!!!!!!!!!!!!!!
I doubt if I will ever buy again from Dell.
Ordered a desktop PC; inadvertently gave Dell a CC that was cancelled by me shortly after placing the order as we thought there were bogus charges on it.
A new CC was issued in place of the cancelled one.
Dell advised 1st CC didn’t go thru. I immediately began to try and contact Dell and give them the new fully functioning CC #. I have been on the phone for over 7 hrs, bounced from one place to another, and still haven’t been able to reach a person that can take the new CC information. The computer is supposedly in route and I simply want to pay my bill but it seems like an impossible task.
Where is upper Mgt; can’t believe they put up with such inefficiencies.
My name is Betty Chapman: Order #172003419 ( Account # 6879 XXXXXXXXXXXXX)
I purchased a Canon Printer and Ink for the Printer and a Laptop on 12-28-16 in the amount of $837.33.
When I received the order: 1-Printer is not compatible with my computer and I can’t use it. 2-The Laptop does not work.
I called for help from a Dell Tech and he could not get it going. He also wanted to charge me. I said NO!!!. So I called Dell and asked to return the items and I have been told that they would send a UPS Driver to pick up and I still have the items sitting in my living room and they have not been picked up as of 1-5-17. Dell sent labels for return to my E-Mail address but since I have no printer, I can not print them off. I have spoken to 4 people and nothing has been done to resolve the problem. I want to return these items and get the account credited back. Also as a result of this problem and trouble I am having, I will be closing the account and I will not buy from Dell again. I am very disappointed with the service I have experienced.
Please remove my account # and Husbands name from the reply sent to you PLEASE!!!!!
Thank you
TERRIBLE COMPANY! Bring jobs back to America!!! 6 different customer service reps and NO ONE SPEAKS CLEAR ENGLISH. Problem NOT resolved – HIGHLY DISAPPOINTED. And any pending customer should find a different company and visit APPLE!!!! I’LL NEVER BUY A DELL AGAIN!
After trying the chat links over and over I gave up and went to the Dell Campus on Dec 22nd only to find everyone was on leave(except the customers). I had a simple question about the $150 difference between 2 reconditioned xps15-9550 machines with the exact same options. The answer I kept getting was one had been on their shelf longer than the other. I asked why but they could not say or refer me to anyone who could tell me, They wouldn’t tell me the date of manufacture or anything about the difference between the two. In that I couldn’t actually see either machine ($800 vs $950) I felt that for all the trouble that would be involved I shouldn’t buy a pig in the poke without some discussion. After reading all the complaints it just reinforced my previous opinion of Dell’s customer service.
I bought a xp3 a few years back and it took me 2 months to get it to act in a usable manner. I had ordered “No software except the operating system” configuration and some of the loaded software kept causing the system to crash. They gave me the phone number of a tech who I called almost every day. I eventually cleared up the problem myself.
Worst company ever. I ordered a new laptop they sent me one that is defective and does not work and then wont take it back to fix it . I have had it with this company they are horrible 11 phone calls and transferred 14 times. They wont give you a US number to call and corporate hides their info from you. Im getting a lawyer this time and they are going to be held responsible. Anyone interested in a class action suit ? They are fraudulent and deceptive.
I have been dealing with horrible laptop issues for two years now and over and over again Dell tries to fix it and it breaks. It’s been to the Depot in Texas twice and now they want to send it back again. From hard drives and mother boards being replaced to start buttons and touch pad issues. It goes on and on. There are Lemon Laws to protect the consumer and YES, I would like to be part of a class action lawsuit against Dell. The sooner the better. I wanted a system replacement over a year ago and kept getting the run around from India. Enough already!
purchased laptop January 2016; still under warranty; connect A/C to charge; would not charge and received message that A/c adapter was not being recognized; after several plugging and unplugging, system recognized A/C adapter; contacted technical support; call routed to the Phillapines; technician performed a remote diagnostic test and ruled that there was nothing wrong with laptop; I requested a replacement A/C power adapter and was denied; informed that I had to send the laptop in for Dell to determine whether I needed a replacement; asked to be transferred stateside and denied;
went on your website; ordered a replacement; laptop fine.
someone and I don’t care who steps up, owe me for this part; i am not going away; honor your warranty
I have had the same issue and they have fixed it 3 times!! It has been an issue since the second month I have had it. Now they are saying it is out of warranty and they won’t help me. Not very good service, very disappointed. I am still looking for someone to help me, I have a large case file.
The problem that Robert Jackson is describing is word for word the EXACT same problem occuring with laptop. Purchased around the same time, January 2016, my computer suddenly wasn’t responding or recognizing to the power adapter around Thanksgiving of 2016. I called technical service and for two weeks I was being lied to, yelled at, and redirected before my laptop was ever received or “serviced”. They claimed they couldn’t track my laptop. However, ironically the day before my warranty was ending all of sudden they had the laptop and deemed it unrepairable under the warranty! Keep in mind the Dell Representative told me the problem I was describing to her was a hard drive issue that was covered under the warranty. Before I mailed the laptop to Dell I got this verified with a computer technician close to my house who also told me it was a hard drive issue.
Terrible experience!! Never buying another Dell product ever. I hope this company is exposed for mistreatment and fraudulence.
My 5th and last Dell computer. A little over 90 days old and the screen goes black. Very important information that needs to be recovered. They want $129.00 to help. This is a common problem that Dell has. This will be my last Dell. Service can’t speak or understand the English well enough to repair a computer. Mad? dam right……. I have the computer with someone right now trying to recover the items that have been lost. I will go to Best Buy and buy another computer but it will not be a Dell…..Dell could care less about customer Care.
We have ordered over 6 computers in the past 10 years from Dell. NEVER EVER EVER EVER getting back together! Two years ago, they messed up an order and a customer ‘rep’ in Hyderabad, India ‘assured’ me they would fix it. When they entered the address into our account to ship it, they transposed the numbers. When I look at my account profile online (on my Dell laptop) it shows the correct address. Somehow, anytime I order online, this error is the default. I entered the shipping address as a Texas address (we just moved weeks ago), imagine my shock when this erroneous number pops up as both shipping and billing on my confirmation. I have spent 5 days, spoken to 10 customer ‘reps’ who all have a mastery of English at about level 4/10. Spoken to 5 supervisors (Mr. Ahmed, ‘Richard’, Cuqarc?, and Milind) all of whom read a script, “I am so sorry for your inconvenience” and then continue to inconvenience me even more! One rep started chastising me on my failure to put in the right shipping address. He could not follow the story that all was correct on my screen, but once I hit submit THEIR lousy department who entered it wrong 2 years ago is the default. I have NO control over that. I call Fed Ex to get the new address changed, but there is ‘protocol’ to follow. I was assured by THREE reps they had completed the ‘protocol’ through an in-house request and within 12 hours the change would be reflected. Guess what? Nope. Nope. Nope. I then merge Fed Ex on the call THREE times…if they can’t make it happen, I sure as heck will. Hyderabad, Indians assure me it is corrected, but no…FED EX says NOPE. I have spent 5 days, over 9 hours, all trying to change the address to what I ORDERED in the first place! Indians have a very large cultural divide..they do not respect women. The first rep I called about this was a woman. Her mastery of English was about a 2. (I teach English so I feel qualified to assess). I knew she was not following half of what I said, I had to repeat myself many times, I asked for her supervisor. I could hear her being berated in the background by likely her ‘mentor’ or supervisor. They thought the mic was off, but I heard it all. I felt sorry for her, it is not her fault that they failed to train her adequately and they’re learning english on the job. If Dell moved their customer service centers to a state in this country…their sales would go up 20%. Sadly, I won’t be party to this insanity anymore.
Purchased a tablet almost 2 years ago , used only for back-up if needed when laptop went down. Tablet may have only 4 hour use on it and used only 3 times In 2 years, and it has been repaired now three time including having the main logic board replaced this last time. now being sent back again during its 3 time of use . This time it would not turn on . Its should be replaced its never operated properly from the first time I used it. I have called and spoken to customer service only to be told it will not be replaced.
I would like to speak to a representative from Dell.
Thank You
For your time
Joseph Smith
267-333-XXXXX
I want to add that I will be posting the conversation online that shows how stupid these two people were that I chatted with.
The chat will show people that you are better off building your own computer or getting one from someone locally. (or another company)
I finally gave the supervisor 5 minutes to get his act together. After five minutes passed I told him bye and left the chat. A half an hour was too long for these people to try and figure out what FREE means.
I wanted to order an Alienware 13. The one is looked at says it includes a free graphics amplifier.
Free Graphics Amplifier Included
Alienware 13 + Graphics Amplifier
$1,399.99
When I go to check out I am being charged $199.99 for the graphics amplifier. I went into chat with one person and then their supervisor. Both were idiots. They wanted to know what I had configured instead of going to the page that shows I was being charged for something that was supposed to be Free. I sent them links to the page showing the free graphics amplifier and then to the checkout page showing I was being charged for it.
No more Dell for me and I have been buying from them since 2004. If their people cannot read where it says Free Graphics Amplifier Included and understand what free means then I cannot trust them with a technical or repair issue.
I will get a Mac or ASUS
Hi Michael Dell I would really like Dell to Make paper shredders light duty and medium duty and heavy duty ones they will make all kinds of paper shredders?
Never again will I buy a Dell, and NEVER from Dell direct. You get an 800 number in the Philippines. My laptop has been sent for repair to the CTS facility in Houston TX, and comes back each time with the same issue unresolved. There is no one to go to for help. You can’t call CTS, they give you the 800 number in the Philippines.
Today was the last straw. I have been a loyal Dell customer for over ten years and a Dell Preferred Customer but Dell Has disengaged themselves from their customers. In the past I would call sales to discuss my needs and they were very helpful. They had the right attitude that you would expect from a company like Dell.
Several times this week I have called Dell to purchase two XPS 13’s for my sons. It was like talking to someone reading off a prepared list…..they had no answers for me. I was asked if I wanted if I wanted a touch screen or a regular screen. When I asked what the benefits were to getting the touch screen, I was told “nothing sir just the price”. Wow, I wasn’t expecting that. When I told the young man on the line that I wanted to speak with somebody with more technical knowledge, he got offended.
I decided to contact the Dell Corporate Office to express my concern. Guess what, the address and phone number for the Texas location was there but when I called the number……….ready for this……I ended right back where I started, in India or God knows where. Highly frustrated that Dell has taken the customer experience away from its customers. I am not sure if anyone reads these but if Dell does not reach out to me with that original customer experience within the next week from me posting this, I am going with another brand. The ball is in your court Dell. What’s it going to be?????
Ok, Am I not lucky or does Dell ONLY hire people from india or the Phillipines to handle customer related issues?.. Ive tried calling the corporate offices in Round Rock Tx, and I still, for some reason, am re-routed to someone in one of these ountries.. Why? I will not be buying Dell again if they have NO Americans who can also deal with issues from customers.. this is ridiculous
PLEASE READ: I purchased a Dell computer on December 20, 2016, and my computer has NEVER worked. I have contacted Dell 50 + times and cannot get any help. Each time I called to speak to tech support they hang up on me and I call back to only repeat my computer issue over & over. I’m constantly told let’s follow these steps and your computer should work now and I still dealing with the same computer issues 5 months later. I called in again over and over just to be told that the last technician did not complete some steps. Therefore, the technician stated let’s try this step and it should work now and when that technician is done he/she says the issue is now fix; then it’s NOT. Furthermore, I called in again and the technician says the last tech didn’t complete some steps. Each time I call Dell, I get the same lies “let’s me try this step/ the last technician didn’t complete this step and your computer shall be working now and to wait 24 hr and I will receive a follow-up call” I’m am constantly schedule for a call and I wait and wait for my scheduled call and it’s never happens . POTENTIAL BUYER PLEASE READ MY MOMMENTS….MY POINT IS NEVER BUY A DELL COMPUTER ….YOU WILL BE SORRY. I have loss time and money and I’m very disappointed!!!! I paid $ $400 for a Dell computer that’s never worked….??
I am adding my voice to all the complaints i have read above. Dell customer service stinks. They do not own up to their own mistakes and try to make you accept responsibility that is theirs. They say they will contact you and never do. They say they will do this or that to help correct the mistake but never do. I have a long story here of my most recent order but I will not waste my time telling my story because Dell does not care. I am mow trying to resolve my problem and move on. But this will be my last dealing with Dell. I will never ever again do business with Dell. This is not the same company I started doing business with 30 years ago. They have gotten too big and they don’t care about the customer anymore. They have lost my business. If anyone at Dell reads this and wants to talk to me my number is 201-509-XXXXX. But I doubt anyone reads this and even if they do they don’t care.
Customer Service is sink I thought that customers are always right but not at dell. I will never buy anything from dell again trying to return a Tv that dell make the mistake and sent and I am caught ing hell just trying to return the item Dell you sucks
Avoid Dealing With Dell – Nothing but a problem. Poor sales department, customers service that don’t speak or understand english, poor phone system getting a hold of someone to help, hard to get a hold of a supervisor and don’t care about there customers. This company should not be as big as it is very poorly operate it. The CEO and board members need to get their heads together a make real changes for their consumers.
—— After receiving many advertisements from dell & using dell computers we decided to purchase dell equipment for our business upgrade. Our sales rep. Treona P. Senior account manager 512-513-2079 & her her assistant Erica T. SMB Sales consultant 512-513-1867.. worked with us to determine what equipment would fit our needs. She was informed of the software systems used & their requirements as well the number of work stations needed. Dell small business & their tech team put entire order together for a “turn key system”. We left several messages & feel that she has no longer an interest in us as the “sale” was made. A finance company was secured by us to provide funding. The order was placed & components were shipped on or about 3-8-16. We were anxious to get the system connected as the busy time for our seasonal business was approaching. We agreed to have Dell install the system. As of today 4-6-16 we have several components missing and although made many LONG drawn out conversations with the “customer support center” we have yet to get system up & running. Yesterday Dell sent an installer to our location & he was unable accomplish anything. He also said that his only job was to take the computer out of boxes & plug them in. I have had NO luck with the call center & am becoming increasingly frustrated. The individuals are unable to address any of our concerns. The 5 monitors were supposibly “dropped “from the order that was forwarded to the finance company but there was no reduction in the price of equipment. I would like to have someone with the ability of making this system work as it was supposed to or a complete refund. Please address this as soon as possible as the reason I embarked on this process was because my computers are completely outdated and becoming unusable. FYI.. install adviser Michelle F. 512-723-4716 (project manager) Installer that came to site Denesh P. Unisys 609-672-7203
I ordered a dell desk top and when we got it, no monitor! when I called the sellsman said he didn’t include it in the price . I wrote it down when he told me. they didn’t send the right instructions of how to hook it up and we got pieces that don’t hook into the computer anywhere. they need to do something about their cust. serv. it stinks! you can’t understand them and your on the phone for ever. now because of this my friend wants to send computer back and is very discussed. he changed the price and then said he didn’t remember. I wrote the price of the monitor down and everything! the one I ordered two years ago, I measured screen and it was 17 1/2, I was supposed to have gotten a 19 inch. too late now. now my friend is wanting to send hers back, because of the poor cust. serv. ! where do you go for help?
There may be someone somewhere in the Dell corporation that cares, but after 4 days and being transferred numerous times, I am still not able to get the issue (an error on Dell’s part) resolved, and get the “next business day service” that I need.
I give up.
PS Is this why our City government dropped Dell and are now an HP shop? They could not rely on Dell for service in critical times?
I don’t even know where to begin. I was looking for a certain laptop to purchase for my business. Which I have purchased all of 15 of our laptops from dell. I used the chat because I could not find thw laptop on the website. Arnab told me he could not direct me towards the page it was on. When I asked why he didn’t message me back on chat he called me instead. Only to tell me there was nothing he could do to help me because he wasn’t authorized to send me a link to where the laptop was located on the website. So I called customer service to file a complaint. Every single person I spoke to I couldn’t understand. I called at 5:59 pm and was eventually transferred to the correct place only to be hung up on because they were closed. That was at 7:29 pm. I continued to call and reached someone named surya who told me he was a supervisor. While I was talking to him and trying to get to someone higher one of my employees finally got to talk to the manager of the call center (who also spoke very poor English). So I got off of the phone with surya and talked to the manager of the of the call center. Who informed that surya wasn’t even a supervisor. The entire 2 and a half hours I was on the phone my problem was never solved or acknowledged. I have never dealt with such a crappy customer service center. Let alone not being able to understand anyone. And them not bein able to understand me because they barely speak English. I will let everyone I know not to buy sell products because if you have an issue it clearly doesn’t get taken care of. I mean look at all of these negative comments. Such a horrible company. If I were you I’d think about hiring people in America that speak English for your customer service center. I realize that overseas call centers are a lot cheaper to run. But they are also a way to ruin your company. Trust me, before I opened my own business I worked at a company who had an overseas call center and within two months they lost over 65% of the customers. Not to mention all of the money due to errors the overseas call center made when placing an order for someone. Pull your call centers back to America, there are plenty of people here that need jobs. Care about your country and stop going overseas with call centers just to save money.
American people complain complain complain. But when it comes down to doing something about it, like calling your lawmakers who makes laws to protect these companies. And voicing your GOd giving right to these politicians to make laws to protect consumers.
US companies should be mandated to have a US call center in the US when there are call centers in other countries are not capable of handling your problem. How can someone from the Phillipines escalate your compliant to someone else in the phillipines. They can hang up on you, say they cant help you, and it stops there.
US companies should be mandated to supply corporate phone numbers for escalated problems. Not hiding
After fighting with the overseas “customer support” (which is does not do…support, that is), we filed a complaint here:
BBB Central Texas
Going to tell everyone to do the same. MAYBE the BBB won’t give them A+ rating if they get more and more and more complaints.
sadly they will keep that great rating as long as they simply respond to your complaint. The fox keeps reporting that the hen house is “just fine”!
I purchased this lap top in early May as I stared my new career in real estate. You may know that in today’s world a lap top it the most important tool I have. But when there is a problem and I have to send it out for repairs it takes 10-14 day to get it back….. you can Imagine how it makes my job very difficult. Everyone said buy an Apple, it will just work. But I said “no I really like the new Dells and I trust that it will work” it has been nothing but a problem just about from day one.
Symptoms
• Shut down randomly
• Shut down when moved
• Shut down, goes to blue screen
• Shut down, goes to blue screen and sounds an alarm (yes like a fire or house alarm) Geek Squad didn’t believe me I had to show a video of it
• Repeat
• Repeat
• Good for a bit
• Still good
• No wait the “T” on the keyboard won’t work…. Ok it works again
• I start to notice that at times the letters -vbfgrt45 do not work
• There are times it works perfect…then not • Ignore it
Treatments
• Blame myself
• Bring to Geek Squad-they return it and say its fine.
• Bring to Geek squad again… they send it to you and replace the hard drive (that lasted 4 days)
• I tolerate it for a bit because it’s only once and a while
• Return it to Best Buy Geek Squad they send it to you again and you replace the mother board
• Ignore it
• Blame low power… then over use…then swear a lot
• I did an at home diagnostic and it finds I have a critical failure in the keyboard
• So I have to send it to you again!!!!!
Tell me is this how you want me describing your product when the come to me and ask “So how do you like your Dell?” They have no idea the storm they have walked into.
For a while I kept the repair labels on “Frank” (that is its name now, short for Frankenstein) it looked like and old piece of luggage that had traveled the world.
Have you not figured out that american people are sick and tired of calling phone numbers and getting some one in india who can not speak english? I am.
Have nothing but problems with the dell laptop..guess what? your waranity is useless. Dell is the typical american company that steals your money, give you $hit products and service then runs and hide behind useless phone numbers to indians who can’t speak english….NEVER BUY FROM DELL AGAIN!!!!!
PS All Dell does is get you to buy their virus protection (no matter what antivirus only theirs will work properley) don’t fall for it!!!!!
I see none of these people complaints were taken care of. I might be typing to thin air but hoping some future buyer just might get the message about this descipible company.
There are over 3000 complaints about DELL since the 90’s and nothing has changed. WHY, because none of your have started a class action suit. NONE of your have complained to your politicians, and if your have and they did nothing, why do your keep voting for them.
And people like me who complain to these same politicians who care nothing about us. But let us have a complaint about Obama, or something else. It would make the news.
We have the power to demand the politicians to make and change laws with companies like these. But your vote for the same politicians who are favored by these corporations and wall street. Over 3000 complaints and we have the power to vote. No wonder why every other country calls us stupid.
Amen– Dell Sucks hire americans who can help when you need something. We Americans need to stop buying from them this is the last Time I will VERY buy from these people
I ordered a 2 in 1 as a gift and had it mailed to the person. I receive an email stating the shipment has been processed for delivery. After the tracking number never updated I called fedex. They stated they made the label for it but never received the merchandise from Dell. I call dell and they said there is something wrong with the label they do not know where the package is and they would call back within 24 hours. You never called back. Then I get in touch with someone else and he says well I will order you a new one to replace it and have it delivered in 4 days guaranteed. Since at this point I have been waiting over a week longer then when it should have been originally delivered. Upon getting that confirmation email I see that the Mcafee subscription was not ordered. When I call to get it put back on and talking to yet again another rude employee, he tells me well it wont be delivered until 2/19 earliest not the 4 days I had been promised. He says he can offer me some compensation but does not know how much but he will tell me when it is shipped. Then proceeds to say well what do you want me to do about it. I try to chat to reps twice but they take forever since they are handling multiple chats. But I finally get one to look into my order when I say I want my moneyback and she says oh it will be delivered tomorrow so you need to go through returns. I talk again to another person from another country that I cannot understand and he says he will give me $50 for my inconvenience. That is NOTHING compared to calling several different countries explaining it over and over slowly. Then I ask to speak to a manager who says the $50 is all they will offer me but I can get return labels shipped to me and wait a month to get my moneyback. You did not wait until delivery to bill me though. Your customer service is horrible. Then I said I want to know how to get in touch with corporate. She said she does not know how to do that. I said let me guess you wont be allowing me to talk to anyone higher than you even though there is higher and people escalate to them. She said yes. Clearly I was speaking to a Latin American country at that time. I asked if there was a Dell store the person who will be receiving it can return it to. She said no. Then proceeded to say do I want the return labels or not rudely. I proceeded to say I will contact my credit card company I want the labels and to never do business with Dell again. It is really amazing how bad your service is with all the other options out there to order a computer from.
I purchased an All in One Inspiron 23″ 5000 Dell computer I only had it one month and a problem came up. Dell Tech took care of it immediately. I decided to purchase a Dell INSPIRON 15″ notebook both in mid 2015 with 4 years of tech service. I called in September for an issue and it was resolved immediately. I received an email identifying the problem and the person who helped me. I called again in October but the woman who helped me never sent an email. I called again in November because crazy things were happening. In the intrim I was getting calls from Microsoft that I had to call a special number. I contacted Dell and they told me not to call it was a scam they were trying to investigate. They assured me that Microsoft was fine. In November my laptop went crazy, nothing was working. I called an recognized the woman I spoke to in October but she insisted it was not her and gave me a different name . I gave over my laptop and she told me I had been hacked. People had already gotten my information and then she showed me a list of names and told me they were waiting to get in. I became irate explaining this was one area I spoke to the Dell salesperson about and I was assured I had excellent protection. She immediately told me she had to check my pc since they were also probably getting my information from there. She told me to be truly protected I need a special protection that would cost me $699.99, but would protect me for 10 years. I cannot tell you what I told her about Dell and all the lies I had been told. I refused the purchase and told her to fix my laptop and now my pc. She had access to both. I hung up. She called back insisting if I did not purchase the special protection I would have issues. A man called Abbie would be contacting me. I told her no and hung up. When he called I asked how could Dell do this to me. Before I made the purchase I had explained all about the protection I wanted. I told him I would contact Dell and hung up. Again the woman from Dell called and now for both machines I would only be charged $399.99. She told me I could lose everything after all she showed me the list of names waiting to get in. She had control of both my Dells and now I was worried. She went on and on about Abbie and how lucky I was to have him. He called again and I gave in he had control of the machines and after a while called to tell me they were now clean. Still in control of my pc his scanned a form and sent it for me to sign and give the information to collect the $399.99. I signed it and saw the name Mico Tech. This was not Dell yet both up until I completed the forms lead me to believe this company was part of Dell. I was upset with Dell, but who do you contact ? I had called the Dell service number. A short time later Irealized iI never got a confirmation for my service call in October and none for November. In December I went on my laptop and could not get access to the Internet. I called Dell Tech support and the tech tried for 90 minutes to be access, but with no ability to open the internet he couldn’t do anything. He told me we would had to backup all my information and reset the laptop back to factory settings. As I was signing the papers to do that we got access and he quickly took control. He told me he saw no report that I had spoken to anyone at Dell in October or November. He also stated Dell Technical is there to fix everything. They never referred anyone to a third party. He stated I had paid for additional support and should never have pai the money to another company. He showed me things he was finding that should never be there. It took him 2 hour. He they told me tobonly call the number that appeared on my Dell report. He apologized for what had happened. He assured me I would be getting a report and to use the information when I called. I decided to write Mr. Dell. Take about a waste of time. A person from the Advanced Technical Support area called. He asked what did I expect Dell to do. I paid to a company that was not part of Dell. I tried to explain I called the Dell number so it was a Dell person who stated I needed this extra protection. He just did not understand. I was called by someone else but I was not home. In addition, the person who called sent me an email with his direct number. I called only to get someone from Tech support who insisted he could help. Finally he agreed to transfer me. After holding on 5 minutes another Tech support person got on the phone and insisted he would be helping me. When I refused he stated he would not transfer me and could not. So I had one Tech who could transfer and another who could not. I told him I was hanging up and said good bye. I never received a call from the person I was holding on for. I feel I must take this to the Attorney General. Dell is aware they have problems, yet they do not protect us. For a pc purchased in August 2015 and a laptop in September 2015, I should not need to call for technical support 6 plus times.
you had time enough to write this long letter to people who cannot help. Have you wrote the same letters to your politicians. Its time to vote for people who has helped you, not voting for people because they talk a good game. Wall street cares about wall street. Corporations are protected by laws of politicians that you vote for.
I would like you to know how happy I am with Dell service. I recently received a virus that completely blocked my computer. I called Dell to see what I could do. Monique Ezero was so very knowledgeable, kind and helpful. She worked with me for some time and patiently assisted me. She sent me a Fed x with a disc with the entire operating system and followed up by staying in contact to see if it was back operating. I am happy to say that thanks for her assistance, I am now “back in business.” I have never seen such concern and her patience and thoughtfulness reminded me that there are many special employees working today. Kudos to Monique.
dell is incompetent – outsourcing is a total failure – placed an order in december and dell cancelled due to a failure to respond to an e-mail sent late in the day (needed to respond on that day during business hours – was not possible) – speaking with financial services, customer service & order services has provided no fruit – I tire of speaking to someone for whom english is a second language and are empowered to do nothing to really assist. product availability is an issue and dell cannot provide any info about availabilty. Michael Dell & the board need to pull their heads out of their backsides and get in touch with the business. Bring the call centers back to US for US support or prepare to lose business. I have spent too much time speaking either on the phone or via chat with no fruit for my efforts. I am nearing the end of my patience and dell definitely has a supply issue that they cannot appear to resolve.
Very Angry!!!!!!!
Michael Dell is laughing at all of these letters. He is protected by the laws of the politicians who get voted in to make more laws to protect the corporate world.
Your use of customer service in India is horrible. I will never purchase another Dell product. They never fix any problems and when asked to speak with a supervisor they transfer you to someone other than a Dell representative. You make it impossible to speak with corporate offices. You people really don’t have a clue.
As I write this I am waiting on hold for one hour with Dell regarding an issue on an order. I have been transferred 9 times so far and nobody can help. And I just got hung up on! !!!!!! My husband and I have spent a total of seven hours this week on hold and transferred from one customer service rep to another because nobody knows how to handle the situation. How does someone get a hold of corporate office? This is ridiculous that I have ordered a product that has been discontinued and nobody knows how to go about replacing the product I am so disgusted in Dell and will never ever purchased from them again! This is by far the worst customer service I have ever experienced in my entire life! I think the investors. Michael Dell, Brian Gladden, and Stephen Felice should be in embarrassed of the quality of customer service the Dell offers. Does anyone know how to get a hold of the corporate office in Texas?
Go there? I called every number online for Dell and none of them gets you to headquarters. After fighting with the overseas “customer support” (which is does not do…support, that is), we filed a complaint here:
BBB Central Texas
Going to tell everyone to do the same. MAYBE the BBB won’t give them A+ rating if they get more and more and more complaints.
EXTREMELY DISAPPOINTED IN DELL!!!! My wife and I bought a dell all in one in august it worked ok until we started experiencing a start menu issue we contacted dell sent it in and they fixed issue in a timely manner. however as soon as we got it back other problems started. Every time the sleep button it pressed or the computer is not used for a while the computer completely shuts off. To turn the computer back on we have to completely unplug the power cord hit the power button which just makes the computer hum, we must repeat the process again to actually get to use the computer. I have been contacting dell since we have got the computer back they requested we send it in again which we did. As soon as we received the computer back the second time the same exact problem happened. They didn’t fix anything, we called again and since December have had nothing but problems from tech support including the last instance in which they were to come to house to fix. I received a dispatch number and after 3 weeks of checking and no one coming to house I found out the dispatch was canceled
I ordered a computer on 12/1/2015 and it was shipped on 12/14/2015 and I picked up the order on 12/18/2015 from FedEx. All of the doXXXXentation is attached.
Along with this order I brought Microsoft Office 2016. I was happy with my order until I tried to download the office software. The computer would not allow the download. I tried at least 5 times with no success. I continued to use my old Dell computer but knew I needed to make sure this computer was a quality purchase.
I called Dell on January 14, 2016 at 9:29 pm and the technician said he wanted to try and fix the problem. I told him no, this is a new computer, and there should be no problem. The technician said that it was a software problem and that software is not covered by the warranty. I told him (the technician) that I wanted a new computer exchange or to return the computer and get my money back. He said he would transfer me and he would send me an email of our conversation.
The technician transferred me and the department was closed. He hung up and I searched my email but it never came. The technician never sent an email. I tried calling the number at work the next day, January 15, 2016 and had to hang up because the wait time was too long. When I finally arrived home, the department for returns was closed. I tried calling Microsoft and they were unable to remotely enter the computer because there is a problem. The Microsoft technician explained that this is usually an application problem and to contact Dell. He explained that this should not be happening.
I waited until Monday, January 18, 2016 and called Dell at about 12:45 pm and was speaking to a technician until I was disconnected after waiting about 30 minutes to speak with someone. I call Dell again, the same day, at about 1:37 pm and I spoke with a technician who said I needed to speak with technical services so they could try to fix the problem. I told him no, I do not need a new computer fixed. I brought a new computer and I had already spoken to a technician on January 14, 2016. The technician said I could return the computer and put me on hold. He came back after about 10 to 15 minutes later to say that I had to return the computer by January 14, 2016.
I am returning this computer with the Microsoft Office 2016 and I will not pay $614.77 or the interest.
1. I brought a new computer and it should not have problems.
2. I did not receive this computer until December 18, 2015
3. I called Dell to return the computer on January 14, 2016, I have the phone record that I called, but did not receive an email. The service was never closed and never resolved.
4. I called Dell on January 14, 2016, January 15, 2016 and January 18, 2016.
5. In 2010 I brought a Dell computer and the touch pad did not work well. Dell sent a technician to fix it and the problem consisted. It was the best computer I have had other than the touch pad problems. Dell should have replaced the computer. Not this time. I do not want a repair. It is not fair to have a defected computer.
6. I should have known that there were problems when the computer took almost three weeks to arrive.
7. I am a loyal Dell customer who has brought at least 6 home computers in the past and at least 20 plus to include with instrumentation at work.
No one should have to pay for a broken computer and Dell should make better products. I am a chemist and almost every computer we use at work is Dell. There are no problems. Dell home products should meet the same quality standards.
I am sending this computer back and am requesting a full return. Service Tag: HN9C682, Express Service Code: 38411706242.
Same experience. Give me strength!
One of your Dell Representatives in India tried to sell me a 1 year Software Warranty for $239 today! I have more information if you want to talk about it IF there’s a reward. Otherwise, forget it.
the same thing happened to me please help me.To whom it may concern:
I have been a loyal customer for over 8 years. On January 21, 2016 at 3:23p.m (central standard) I called into technical support regarding a virus that popped on my computer. I spoke to a technician and I explained to him that my computer has a possible virus and it has pop ups that will not allow you to close the box on the monitor. So the rep gives me instruction to go to the site in order to have take over my computer. He then works on the computer and at the end discussed the price of the warranty. He tells me that they have the 1 year service plan which is 239 and goes over all the benefits of this plan. I then tell the rep that I am in school I don’t have that kind of money and I just need my laptop for school. I ask him do they have a one-time service and he says yes then he tells me that it is $400. I am thinking wow that’s crazy. But all I can do is think that I need my laptop to complete my assignments. He goes back stating that I will get 4 incidents and that it is really helpful to have. He asks if I have a DPA so that I can put the purchase on the card. I ask him again if they have anything cheaper and he says no and that he can wave the taxes. So I say I guess it doesn’t seem like I have a choice. He then tells me that he has to place me on the call with his manager so that he can enter my account information. The manager gets on the phone and confirms that I agree to pay the 239 and I tell him that I really didn’t want to pay that price do you have something cheaper. He then says that they have a one time for 129 and I am like for how much? The manager repeats himself again and I then explain to him that the technician told me that the one time was 400. I told him that I don’t know if your techs get some sort of commission but intentionally giving false information is wrong. He then explains that he will review the tape and that if he finds out that is what he did he will lose his job. The manager calms the situation and says that he is going to go get him but give him a second because he is going to have a talk with the employee. I said ok and when he gets on the phone so will I. He gets on the phone and I ask him how much is the warranty and he states that the warranty is $129 and that is what he told me. I told him that he didn’t and then he talks about how why would he say that. However, at the end he says that $129 x 4 is like 500 dollars. I said no that is not what you said. We then move on and he is completely nice while the manager is on the phone. Asking about school and dinner preparations. Well later on I notice that after the last reboot he stated that he would take control again but he doesn’t. Then later he tells me that he is going to give me a refund and my pc is fixed. I tell him that I still see the virus on the computer and he tells me that’s ok ma’am just right click on the icon and delete it. I think now it was because he wanted to erase all ties to the call. How could I say that you ask? Well at the end of the call I noticed that he was trying to rush me off of the phone. At first he was calling back and then this last time he didn’t. Also, the email that he sent me when I made the purchase had false information on it. The contact number to a dell support is correct but the extension is only five numbers. Also, the technician email is incorrect as well as the link to contact a manager. This person has wrong me in so many ways. My computer is not fixed and I am now scared to use it because I don’t know what he put on it. There has to be some kind of way to find this employee. Whether by asking the managers that worked on this date or by email. I have cried my eyes out hours in disbelief. I have called support multiple times trying to find some time of email on him and it was a dead end. Please help me. I have no computer and I have been completely wronged and I have school assignments. I have attached the email from the technician.
My computer been down since nov. 10 2015 spent 30 hrs trying to fix it talking with support. They finally replace hard drive then it still not working right. Take 20min to open up and said MSN not resposing or any other site I go to . Now they are saying mother board is bad Dec.17 2017. Got a tech show up once and cancel twice lost $450.00 because of hour lost Now the tech want to come again and I said I’am not taking another day off So I call dell and told them and they said give us one more chance. I told them you can have this JUNK Computer be sitting on my front porch. had a 4yrs warrentties on it only been 2yrs 6month. Iam going out and buy a HP I will never buy a DELL again. It is hard to understand the support people Thanks for a junk computer
On this site & your FB page I see many of us have the same problem. We ordered a product from you & was told the order was cancelled. To our advantage a Supervisor explained that the order was cancelled because the order was coded as an illegal order -MEANING that something inside order was not available. Instead of being honest & telling us that, you lied & said we cancelled our order & then directed us to purchase product at a higher price. This is a deceptive business practice & is also illegal. I hope everyone that visits this site will file a complaint with the BBB & the Federal Trade Commission. These practices against the consumer will continue as long as we allow it to. Please stand up for your rights & stop this kind of crap.
I have NOT been able to get my REFUND from Dell. It’s been a month and a half and I cannot find anyone in the USA to on Corporate Level to address this issue. Whats sad is that I CANCELLED the item within 5 minutes of making the online purchase. And it’s been a nightmare to deal with DELL CORP. and OUT OF THE COUNTRY CUSTOMER SUPPORT! Is there anyone who can help?????
R. McIver
Echo the sentiments of many people posting here. On 12/14 I ordered Dell Ink – a pain in and of itself – and received email that there was a problem with my bank card and they would attempt “the next business” day to process again. There was/is no problem with my bank card. I immediately contacted Dell via phone and went through the whole off shore customer service experience but did get a cancellation. I was verbally provided the cancellation reference number and received an email confirming the cancel.
On 12/15 I received and email saying that the bank card problem had been resolved and that the order was now processing. I replied to that email indicating the order had been cancelled and provided the cancel reference number.
On 12/16 I received an email that the order was complete and shipping. I checked my bank account and sure enough it had been charged. I immediately contacted Dell via phone and spoke with at least 7 people. At one point I was connected to a Finance group in the US and was put on hold to have a conference call with that rep and a manager. Ultimately that call got routed to a receptionist who sent me back to India. I spoke to two “managers”. Finally I was told that the order had been duplicated. I informed them I did not place two orders; nor did I write the code for any of their systems. I was told that I should “understand” that technical things happen and that they would try to pull the shipment and refund my money in 6-8 (and then 8-10) days. Tried to reach Dell in the US and you cannot penetrate their IVR.
Worst customer service I have ever seen in my life. I am writing to the BBB and Attorneys General for my state, the State of Texas and the state where my bank is headquartered. Dell should be investigated by the Justice Department. It is clear their tactics are designed to confuse customers with the sole objective of getting them to give up so that Dell can keep the money they steal.
I called Dell computers for help because a have a small business I talked to a sale rep named Amanda she told me about a computer that would help me in my small business I would have the desktop computer I’m thinking it’s a 2015 she sends me a email with everything that it comes with the tower monitor printer soft ware speakers and the amount that it cost which was $1,490.00 dollers I gave her a down payment everything was OK then my computer comes 9/19/2015 I open the box and all I have is the tower key board mouse and my invoice that has everything else that was posted to come with the computer So I call Dell trying to get a hold of Amanda Dell people told me that the rest of my computer was put on hold till they get the rest of there money so I played Dell in full after Bing on the phone for3 hours at a time But no Amanda I kept calling her left 100 s messages never called me back got a hold of two manager of hers but no help Now Dell has my money and no computer everyone is avoiding me from one hold to a mother for the last three month ibout the computer on 9/19/2015 now it’s Nov 26/2015 Dell send me my money back I did everything that my contract said but Dell broke the contract by never spending me my computer that I payed in full for I hope people see that Dell rips your money off Dell just found a way to still my money the computer parts that I have is not Worth $1,490.00 because I looked it up on Dell net work its not worth nothing without the rest of it I feel you stold my $1,490.00 Dollers I’m going to tell everyone what Dell Did to me by ripping me off
After hours of trying to contact Dell to repair or replace my computer that is still under warranty no luck! Is this how they make their billions? Help….
After reading more customer reviews it’s obvious. dell is not longer a reliable company.
JUST READ 5 REVIEWS, should sum up for you if you should go with a “dell”
hours on the phone, same tasks performed over and over by technicians, warranty problems, etc. etc.
been through the dell nonsense once again. had an actual person respond to the last email I posted. attempted to call her (Susan Thomas) 3 or 4 times the next day (Friday, 20, Nov 2015) at the number she left with her extension. no answer, just phone prompts and left messages. the emails seemed to work with a 2 hour turn around time, lots of “glad you chose dell”, “we’re here to help”, “award winning customer support” blah, blah, blah……my computer stopped working on the 23rd of Oct 2015. called the next day, I have yet to have my problem resolved. 5 technicians, 2 supervisors, time off work, trips to the library to write and print letters and such, 4-5 wasted hours of my time not to mention the driving, gas and annoying staff incompetence. my laptop has been torn apart, with a mother board replaced along with a new (supposedly new) wireless card. the keypad has now separated from the computer makes it awkward to type. I can go on line for about a half an hour before the Wi-Fi stops working, my email stops working sporadically……BUYER BEWARE!
Not only was I out a computer for 8 days, now after wasting more time trying to communicate with the award winning customer support team they want me to send the computer in for 3-5 days to have it checked out by them. this company cannot handle phone or email correspondence, and now they assure me at the most it will be 3-5 business days to mail, repair, and remail my computer? seriously? WHAT CUSTOMER SUPPORT? THERE IS NONE! This has been going on since October 23rd! it’s now November 20th. This computer which cost over 500.00 did not make it 7 months! when I said to the representative, “what do I do in the mean time, while you are repairing my computer”, he was speechless? no response? could dell survive with no computers for 8 days? what if all they’re reps had to do their daily work on their phones?
this company has seriously gone down hill, so big they cannot service their mediocre product. outsourced their customer support to a country which does not seem to understand it’s customer base?
so again, BUYER BEWARE!
On October 22 I have placed an order for Dell New XPS 15 and paid $1502.39 under order # 912921554 with a delivery date on 11/16/2015, I have told the order taker that I am traveling overseas on nov. 23 and I must have the laptop ASAP. then a week later my order was canceled for no reasons I was not even informed that my order was canceled, just I was following up with the order and I found out that someone canceled my order, I immediately called customer help and they told me they do not know why the order was canceled, and transferred me to a different department to re order this laptop, then they assure me that it should be delivered on Nov. 18, then again I was following up online and then I see that same order has never been shipped and has a new delivery date of Nov 30, 2015, I immediately called and was but on hold for 25 minutes, then some one answer with a very unclear english accent and could not understand what he was saying, I ask to speak with a supervisor again a lady came online and she said there is nothing she can do for me I told her that I am traveling overseas on Nov 23 but she kept saying I could not help you, after all that waiting I had to cancel my order. this was the worst ever experience I have encountered with any online order. I was trying to get in touch with the company COO. Stephen J. Felice but again could not get hold of anyone.
my name is Sam Ghoubrial
VP of international operation for Mega Business Group
I need the COO to call me ASAP at 949-887-****
To that end, I have received a phone call today Nov. 19 at 2:30pm PST from Someone in India or Pakistan his name was Farouk again very heavy accent, could not understand half of what he said, he seems that he doesn’t know anything about my order and what I have been through, he is just a social Media associate, i had to explain everything from the beginning, I ask him I need to speak with the COO of the company as he must be well informed about what is going on, but Farouk told me that is not possible as the COO do not have time for me, and I should speak to his boss then I told him ok let your boss call me then he said that is not possible and I should be the one to send him an email, then he might call me if he has the time. Farouk started to blame everything on Dell vendors and suppliers they are the one to blame not Dell, I respond, company such as Dell with their large infrastructures and organization level, did not have a plan in place to support the large demand in the marketplace? anyway after 35 minutes all he did is just blaming other for the lack of customer service as well as fulfilling their customers orders on timely manners.
At the end I must speak with the COO of the company as he must know what is going on, I do not need social media associate to call me this must be addressed at the higher level of operation support.
cannot believe how much the dell company has gone downhill. I wish I had read some of these reviews before I purchased this laptop. the service is incredibly poor. I have the same issues with these dell reps as i’m reading about. incompetent, time wasting, no knowledge or concern to solve the problem. I like how they bounce the responsibility from rep to rep, you can’t call them back or hold anyone responsible for their incompetence. spoke to 4 different reps, 2 supervisors…….what a joke. I won’t be buying dell products any longer.
Good morning,
I am a student worker in the Student Services department at Goodwin College located in East Hartford, CT. We are seeking assistance as we have students who are in need of a computer. After viewing your website, we would like to know if you consider providing new or refurbished computers or student discounts to assist our students as part of your corporate giving program?
Attached is a link that will give your some information about Goodwin
Goodwin.edu
Thank you for any consideration you can give this request. I will be looking forward to your response.
Thank you,
Jenette Davis
SHAME ON OWNER MICHAEL S. DELL FOR HIDDEN AND DISRESPECT OF US CUSTOMERS. ALL CALLS GO TO INDIA TO HEAR ONLY LIES AND FAKE PROMISES. YOU SHOULD NOT BE ALLOWED TO DO BUSINESS IN USA.
BROKEN COMPUTER, WORST COMPANY, NEVER, EVER DELL AGAIN.
I purchased a 2 year protection plan for my camera. I have been on the phone with them for 4 hours being put on hold and transferred to 7 or 8 different depts. Still nobody has asked even what is wrong with my camera. Just Tech support sending me to customer support and back and forth. I just keep getting more and more lies told to me. I think they think that eventually will get frustrated and hang up. I hope someone sues them or reports them to the BBB. They shouldnt be allowed to do business in the United States.
FRADULENT WARRANTIES: Dell sells extensive service contracts that they do not and will not honor. They only generate a maddening run around – which can go on for days. The only hope you have is to insult them viciously and relentlessly over and over and over. Keep using the worse language you know and you MAY eventually get help. But NEVER be polite with DELL – they are laughing at you all the way to the bank. AND, stop paying your Dell Preferred Accounts if you do not get prompt service. DELL will never sue you because they fear consumer protection laws. If they give a negative report to your credit bureau, you can get it removed by asking the credit bureau to verify the charges – which DELL will never do.
IF BY CHANCE ANYONE SANE ACTUALLY READS THIS THEN YOU CAN CALL ME AT 617-236-**** AND REPAIR OR REPLACE SERVICE TAG: GW36R02.
I WAS about to purchase the 2015 NEW XPS 15″ laptop, I have it configured with the updates I wanted, the purchase price came to $2900. I tried over the weekend via text on the Dell site to understand the location of the speakers on this laptop. It is really UNBELIEVABLE that no one seems to understand or care that I want to know this before making this purchase. The call center is closed on Sunday, I called just now, waited for 41 minutes to get the first person to talk to who had no idea why I would even want this information, after about 9 minutes of him trying to find out, he came back and forwarded me to a sales team person, obviously in India who I could barely, and I mean barely (I travel to India in my job, I have a much better idea of what is being said than most) understand what she was asking. Once I got her to understand this simple question, she again told me laptop speakers are located where ever they can be placed. Still no answer. What this is telling me is a couple of things, don’t buy a DELL product, if I can’t even get simple information to spend $2900, what would the actual customer service be like if I needed service or had a question…
I’ll buy another Apple or look at HP, definitely not purchase this computer. I wonder… How many people don’t purchase DELL products due to really BAD service… Get people that speak English as a first language and can help with the SIMPLEST of questions…
Have a Great Day…
To the office of the CEO:
I purchased a Dell PC in April of 2014. Six months after the one year warranty, the PC will not turn on.
I contacted customer support which appears to be in India and was told that a technician will fix this for over $300.00. I only paid around $450.00 for the computer.
I currently own 7 Dell products. One monitor, two laptops, two PC’s, and two keyboards.
I will repair this computer on my own with the help of my son.
I want the staff at Dell to know that I believe that their products are junk.
I will NEVER purchase a Dell product ever again.
Also, I want them to know that I will tell every one that I know or meet that Dell is a horrible company with horrible products and horrible customer service.
One very disgusted former customer,
Kirk Leidemann
I cant believe I didn’t receive my order for my printer. I called three time with a 45 min wait on the phone no responds. I also email them four time with no respond back. I need help. My order number is 892719739.Im so lived!!!
Josephine Dasilva
I too have the pleasure of the professional (not) Prithwika Basak:
Dear Don,
This is with regards to your system service tag # 1129M52. I regret to inform you that we would be unable to offer you another replacement system and this will remain the final stance from Dell in this matter.
I had ordered a new laptop for my daughter for school. Immediately had blue screen issues which tech support could not resolve in hours of trying. Sent an exchange which had same issue which once again hours of tech support could not fix. I asked for a reasonable substitute model in exchange. Prithwika said in her charming way to go F— myself and that I am required to send both back and Dell will simply refund my purchase. I have bought many machines from Dell in the last 15 years and was noth expecting such a response. I was not asking for a huge upgrade just a comparable machine. The problem is now that The refund process will take at least a week and my daughter needs this now. This problem has already disrupted her school work. Dell does not seem to care at all about customer service and that Prithwika Basak is in the wrong department. She should be in collections not customer service.
Just an new update on the damage done to my computer done by DELL Corporation and their sales department…Just got off the phone with their mouthpiece, PRITHWIKA BASAK, who again wasted my time , the 4 th time she called mind you,, to first, rehash that DELL CORPORATION WILL NOT MAKE RESTITUTION , REPAIR OR COMPENSATION FOR THE DAMAGE THAT WAS DONE to my property [computer ] with their assuredly correct hard drives [2 sent—both were wrong ] Add to that she is in need of a few lessons of how to end conversations with people without cutting them off and hanging up on them abruptly……Guess no manners is a job requirement here also.. After sending in a formal complaint with doXXXXentation to the ATTORNEY -GENERAL of TEXAS, Mr.Ken Paxton , in addition to the BBB of AUSTIN TEXAS ,she now calls me AGAIN to give me a tracking number for UPS to pickup the 500GB WESTERN DIGITAL HARD DRIVE THAT DID THE DAMAGE…….NOTE —THIS IS A GOOD 3 WEEKS OR MORE I WAS PROMISED A REFUND, AND NOW and she states it takes up 14 days to refund a customers money..They take it fast though! –THEY ONLY CALL YOU WHEN YOU START LIGHTING FIRES under the butts WITH THE LOCAL LAW AND CONSUMER [BBB OF AUSTIN ] ..The FEDERAL TRADE COMMISSION [FTC ] will be notified next…As well as local courts….Perhaps a class action lawsuit by everyone being screwed here from these people is in order and if one already is progress please let me know so I may sign on ..Please notify all the above agencies if you wish to get a chance to get a reaction from them and to speak to their programmed ” yes men or women in this case”
I contacted technical support today and advised Jay that after purchasing a used Dell computer, I am through buying computers that have no anti-hacking devices installed. That does not include anti-virus and firewall protection. Those programs do not safeguard against any hacking. There are certain individuals that are allowed to have this technology at their disposal in the meantime, I am not allowed to have the anti-hacking technology at MY disposal. Until anti-hacking devices are installed accordingly and is 100% proven to safeguard against sensitive information being disclosed and protects against data breaches-This will be the last computer I purchase-Period.
Laptop is 2 months old and DOES NOT WORK. Windows updates push out each time I open it and after a half an hour I still can use it because it won’t boot. When the screen does randomly decided to come up I can’t access anything because the start menu will not open. Dell has asked that I “restore” my computer. Um, I think not. It’s only two months old. They are denying a return. I don’t see how this is good business policy. Is Dell going to provide me with my software to reinstall as well? I will not only be contacting my credit card company to dispute this but I will be contacting the BBB. You give me the same answers as anyone of your scripted readers over the phone….after an hour on hold. BUYER BEWARE. Oh yeah, did I mention I had to get a power cord replacement as well because my other one was too hot to touch. Yeah, thanks for stiffing me.
I would just like to know why a 949 dollar computer doesn’t work after a year and a half? I purchased a Dell 15″ Laptop with MS Office Intel Core 17 8GBRam 1 TB HD Red on October 6, 2013 as a Christmas present for my daughter. It was first used in December of 2013 and now today September 11, 2015 the motherboard is gone. I had a computer company look at the computer and was told I got taken because the computer is junk and isn’t worth the money I spent. I WILL NEVER BUY A DELL EVER AGAIN!! There is no one to physically speak to about any problem you have. Dell has no problem taking your money but won’t do anything once you have a problem. This is the most expensive computer I ever bought and it doesn’t work. WHAT A JOKE!
Just a quick update to my previous 2 comments…Been called by DELL CORPORATE employee Prithwika Basak, twice ,most recently late yesterday afternoon, 09/10/15 , who again offered nothing new,same rehash just as before , to resolve the complaint made to DELL and complaint lodged with the BBB OF AUSTIN ,TEXAS , on the selling of wrong parts [ 2 hard drives were sent ] , to be used as a secondary hard drive in my computer assuring they were the ” correct parts both times ,and yet not knowing that said hard drives were not compatible with this computer , with the damage caused by the second hard drive.Having nothing in black and white in their possession in front of them ,alerting them of the grave error that would result.. She only repeated again and again “We are sorry, BUT we will NOT MAKE ANY restitution, in any manner shape or form to compensate ” for DELLS SHEER LACK of Care and Concern for the dilemma and trouble they have caused..I am a senior citizen and disabled and to go through this with the absolute ” don’t give a damn “attitude they project is unbelievable..I would strongly advise anyone with similar complaints register with the BBB of Austin Texas,your local BBB,Consumer Affairs and Attorney General in Texas and locally .This ” sell them something ,take the money and run regardless of what gets damaged and who gets hurt” must be stopped and those who are involved be held accountable for their actions….
Just a quick update to my previous 2 comments…Been called by DELL CORPORATE
After receiving the so called “correct WESTERN DIGITAL 500 GB HARD DRIVE” as my secondary hard drive, I was finally able to install it yesterday into my DIMENSION E 520..It was all wired in easily and correctly with no problems on the computer until I turned it on and instantly crashed and now it won’t start or function at all……I called DELL YESTERDAY AND SPOKE TO Three tech support employees of which one, SUPERVISOR of Tech Support , all telling me I was once again sent the wrong hard drive . One tech support,abruptly hung up on me when I asked for a case or complaint number and his name to send in a formal complaint to DELL CORPORATE OFFICES……Today I spoke to 2 more tech service people of which one was another supervisor in that department, who was very attentive and was a pleasure to speak to and both he and the regular tech support stated I could NOT USE A 500 GB HARD DRIVE in my old E 520, ONLY A 320 GB max. could be used ! ! ! These sales people don’t even know what the correct part or accessory to sell you !!!! And to top that, I receive a call from some woman named SUSAN in the early afternoon , who claims to be from DELL CORPORATE OFFICES who STATES the DELL COMPANY has no provisions to reimburse a consumer for repair of their computer and/or pay to have it checked by a reputable local repair shop …..SHE EMPHATICALLY goes on to say the problem is that I installed THEIR “CORRECT HARD DRIVE ” into my computer, and it’s pretty much MY FAULT !!!!. This woman a joke and out of touch with reality !!! Here you call the company that makes the computer for help on an upgrade and they can’t even get their act together and send the correct parts!!! .This woman WAS VERY OBNOXIOUS, INCONSIDERATE, CONSTANTLY INTERRUPTING and TALKING DOWN ME AS IF I WAS HER INSUBORDINATE AS I TRIED TO GET MY POINT ACROSS… LIKE A BROKEN RECORD SHE KEPT REPEATING TO ME , TELLING ME IT’S AN OLD COMPUTER, NOTHING ABOUT HOW HER COMPANY EMPLOYEES SCREWED UP AND NOW DID CONSIDERABLE DAMAGE TO MY EQUIPMENT . No apology , no resolution ,no compensation at all…Pure ignorance at it’s best for sure ! Just her constant reminder “it’s an old computer ,there is no provisions financial reimbursement for repair or have checked out , where are not getting anywhere with this conversation”…Absolutely no consideration nor care for customers with major complaints or problems…. SHE THEN STATES ” I’ll SEND A RETURN AUTHORIZATION SLIP AND GIVE YOU A REFUND” What the hell is that! I already opened a dispute with my C/C company on that issue . A REFRESHER COURSE IN CONSUMER RELATIONS is a definite necessity here with this employee ..Better yet ,give the Tech Support Supervisor I spoke with today a promotion and a raise to this woman’s position as he was a much more interested party and very cooperative and far more deserving of the position than this actress…This issue is far from finished for sure.. I have all the names of those who were kind enough to give and for the most part they were quite professional [all TECH SERVICE PERSONAL] except the one dead beat..All will be named in the immediate future for sure..
The Dell Inspiron 15 7000 series 7537 is a lemon of a PC. Purchased in Jan 2015 I have made numerous calls to so called Tech support and needless to say I know more about PCs than they do. I want someone from the United States Of America to contact me. I’m tired of the unresolved issues with this PC. The PC had 97 viruses which the dates of install was way before I was the owner.
This was my first purchase of a Dell product and I can guarantee it will be the last.
I now know who sets the examples for Customer Service at DELL.
Still no word from anyone. I’ll get my local troubleshooter involved because obviously the consumer them self’s complaining does not mean anything your “Brand” unless it’s NO CUSTOMER SERVICE and NOT STANDING BEHIND YOUR PRODUCT is your “Brand”.
From reading all these other complaints I’m sure it would take very many people to file a class action lawsuit. If anyone is interested look out on Twitter & Facebook to get involved.
Dear Dell,
Please take the following names off your mailing list.
David Waycie
Owner
* N. Windsor Dr.
Mt. Prospect, IL 60056-2147
Key code-65097 128124161
Waycie Business
* N. Windsor Dr.
Mt.Prospect, IL 60056-2147
Key code- 65097 139217969
Linda Waycie
Waycie Business
* N. Windsor Dr,.
Mt. Prospect, IL 60056-2147
key code-65097 139217969
This outfit has gone from bad to intolerable…Called about 3 weeks ago for a secondary hard drive for my DIMENSION E520 only to be told by another sales rep after numerous attempts to get it to function I was sent the wrong hard drive…Number 2 sales rep. told me he would send the correct hard drive but it was $99.00 instead of the original $65.00 For the 1st. hard drive and the data connection wire wold be included with this second replacement. After complaining and tell them no way am I paying more they sent me hard drive #2….Comes Friday ,it arrives and there’s no damn data cable with it !!!Here I asked this guy that he guaranteed it would be in with hard drive 3x ! ! ! Now I call this morning ,all you get at the only number to call DELL, is recording trying to rip you off for TEC. SERVICE HELP for a fee.This company is sells garbage with a totally fraudulent customer service assistance .DO NOT BUY THEIR PRODUCTS UNLESS YOU HAVE A 55 GALLON DRUM OF VASELINE for your buttocks after they con you into buying their merchandise.The number they show above is a fraud and only redirects you to their “round robin” automated system repeating what you get on their regular sales line…..THIEVERY ON A GRAND SCALE ! ! !
Total scam…….I’m making it my mission to keep posting until I get a response from someone other than a script reader.
Good for you Christina. I am going to be calling every day about the 2 year protection plan I have for my camera. I want them to fix my camera. I have yet a Dell rep even ask me what is wrong with my camera. They just keep transferring me to different depts. and putting me on hold.
I have been receiving phone calls from dell technical support for two days now and they have been calling me every 10 minutes telling me that they want to ******* me, they are asking for sexual things, I tried to call back and they of course don’t have a number that is in working order because they reroute them from another country. after I called and made the complaint calling a dell tech support number the man called me back and asked me why I put in the complaint and proceed to says that he wants to do bad things to me and my kids. I called again and this morning and of course they are telling me that they would never do that. and of course the man on the phone tells me to call a number which he lied, and said that it was the complaint department. lies, upon lies.
I am now in the mist of putting my complaints on social media and sending Michael dell on facebook, twitter etc. I am going to blast him. there is nothing that the police department can do because the umber is form another country. good old USA
I put my trust in a company that does not see this as an issue, that is why they make it so hard for anyone to call and complain, or voice any thing negative about them. I am on a mission, you can say anything you want to me but when you bring my kids into it its all over.
I am ashamed of dell, and I am just awaiting a response form Mr. Michael Dell himself to let me know what he is going to do to resolve this.
Is there any way to contact Dell’s CEO or someone in corporate office..
Not customer support but someone who cares about the fraud cause I reported to your support…I purchased a computer from eBay that was suppose to be a brand new Dell Computer on 6-18-15 when I went to register it 1-2-3-4-5- times
only to find out that it can’t be registered to me because it BELONGS to DELL. Person who sold it said it was new he got as a replacement but then decided to get something smaller for school. So he sold it to me…Turns out Dell paid him back for the computer almost 900.00 and he sold to me for over 500 . but refunded 125, because he wasn’t sure about the warranty… Any way computer not new a 2013 & refurbished as well and it isn’t his to sell. I been working with Dell people ( support ) since 6-20-15… Everyone just keeps going in circles but I was told they were bringing the fraud team into it. Now I recently ordered a new computer and told Dell that if they could credit what I paid for the one I purchased I would return this bad dell to them …they said no…need to send back to seller and get eBay to refund…Now to me I am the sure way for them to get their computer back if it goes to the seller more then likely it will be sold and never seen again…Why they are not going after the person who sold it and why they would not want this one back because they told me it is theirs makes no since …I spent about 1600 for new Dell … to credit me for this computer is just a bit under 500. they are still making money off me and could get their property back…This is a big pain not to say my stress level way out there. I even have been helping them with info. So if someone can get this to Michael Dell or someone in the corporate office PLEASE ! Forward this to him or someone who can help / cares …. PLEASE !
I will never buy a dell again Or support them The support Team is bad don’t understand English The only thing they know is $ for support to everyone DON”T BUT ANYTHING THAT HAS TO DO WITHJ DELL Your be sorry in the end they don’t stand behind what they sell
Hi! Before I explain my issue, am I speaking with the corporate office or is this customer care?
Jessica
If you don’t think you should be getting my emails please notify you management. If you are a business partner, contact Dell Executive Office.
I guess you remember when I got the computer. It sat on the shelf until there were 127 updates waiting to be installed. The update process failed on a number of the updates. The computer was sent to Dell for repairs. It has never worked right since then. There were numerous update failures, re-installs, and cleanup and re-installations. Now I know what the cause was.
The operating system was built using old outdated drivers that were never updated. I found that out when I went to the Dell Support website. I logged on, entered the service tag number, and scanned the computer for updates. There was 15 updates found and some of them were optional. I downloaded the recommended ones and installed them. Then I lost my internet connection. I could not enable the WIFI and troubleshooting software did not show anything.
After doing some research I found that I needed to try a Windows Repair. That did not work. Then I needed to do a Windows Install (preserving data) that would replace any missing items. That did not work. The next option was to rebuild the system from scratch.
I bought a new disk drive and formatted it. I started the Windows Install and it built a new system. I still did not have an internet connection. I used the WIFI on/off button on the keyboard without success. I went into the Control Panel Network and Internet panel. I ran the troubleshoot problems and tried to build a new connection. Then I went into the Hardware manager and found there was no network card or Witless card defined. After doing some more research I found that I needed the drivers for those devices. Since I had downloaded the drivers from the Dell Support page I could not figure out why they did not work.
I called the support number and got a big runaround. I was told because my computer was out of warranty and that I would have to pay for service. I told the support person that I lost the internet connection after downloading update from the Dell Support site that that caused the problem. I asked to speak to a supervisor and was transferred to a department that did not know what I was talking about. I called again and told the support person what happened and they said they would transfer me to the Out Of Warranty Department. I was on hold for about 10 minutes and got a dial tune. I called again said I had called and was disconnected and asked to speak with a supervisor. I was put on hold and someone answered the phone after 5 minutes. This person said they could only trouble shoot the problem and I would have to pay because my computer was out of warranty. I said I would not pay to have a problem fixed that was caused by updates I downloaded from a Dell Website.
I sent an email to Lynette Simmons and a number of other people. I explained what had happened with support and the downloads from the Dell Support site. I was told that my computer was out of warranty and I would have to pay for service and to call support. She also said there was no record of me calling support or having been on the support site. Nothing like calling someone a liar without proof!
I sent another email and told her I called and I can get phone records to prove that I call support. I also told her that the Dell servers have a record of me being logged on and downloading updates. I also told her that this is not the first time I have had this problem because it happened when I first got the computer and was having problems. She replied that she could not find any record that I had been on the support site and to call the support number.
The offshore support people will not log into a call unless they know they can fix your problem. If they don’t think they can fix the problem you will get a dial tone or be transferred to SOMEWHERE ELSE! That is because they only get credit for completed calls. The bean counters at corporate have cost the company millions and made a mess of support. This is also true with the Contact Us links all over the Dell Website. They have been changed to send you back to a previous page or back to another Contact Us page. The people that own those links never get contacted.
I called the support number again and told the support person I wanted to speak or a supervisor. She transferred me to some other department. The person who answered said they would take care of the problem. I was asked to go to the Dell site. Then Enter my Service Tag ID. I was told to select the Driver Download option. Then I was told to download the update for the Network Driver. Sound Familiar, it is, because it is the same site I went to that started this whole mess. I told the support person about this and told her I would not pay for anything and hung up the phone.
I called a person in Illinois that I used to work with. He gave me the link to a site that had a Freeware program that would scan for driver updates and provide the links to download and install them. I copied the program onto the computer and ran it. It listed several drivers including the one from the Dell site. It was outdated and need to be updated. I went to another computer and put the new driver on a flash drive and then loaded it onto my computer. I ran the install and I now had an internet contention.
I sent this information to Linette Simmons and said several things including the fact that Support sent me to the same site to download the same driver and want to charge me for it. During this whole process I get the impression that everyone I have dealt with like Linette Simmons does not care at all. I get the feeling that they think I am just a chronic complainer and don’t want to deal with me. I’m sorry I interrupted these people’s free time on the job and they had take a work break.
My computer was built with outdated software and drivers. The software can be corrected when Windows Update downloads the updates. Drivers are no longer supplied with the operating system starting with windows 7. They must be manually updated. Not one person at Dell for the past year ever told me that. Not one person at Dell could answer my questions or fix the problem I have had for a year.
Now that I had built a new operating system, updated the drivers,and was ready to start download the updates. The first screen print shows “Updates Were Installed: Never” shows that this was the first ever update for this system. There were 193 updates downloaded and installed without a single problem. The computer was restarted so the updates could finish. Then Windows update showed there were 25 more updates to install. Those updates also ran without a problem. Then I installed 9 optional updates that were also successful.
This proves that the operating system on the computer I purchased over a year ago was defective when I got it and the support people did not get it fixed. When I got the computer back from being repaired a lot of the software was missing. After complaining I was given a list of software I could download and install myself. Even with that I never had all the software that was advertised on the system and the system had continuous problems the whole time. Now I have a Dell computer that is working but does not have most of the software that was supposed to come installed on the computer. Looks Like I paid abut $400.00 to much for the computer. How much would a Dell Support Technician get paid for doing about 40 hours of work on a computer they don’t know how to fix? How much should a customer get paid if they do it themselves?
It is very sad that a customer has to go to extreme lengths to fix their own computer because there is nobody at Dell that knows how to fix it. They have made guesses and even tried to patch things to make it look like it was working. In the past I have sent emails to the Dell Executive Office down to employees that have nothing to do with Dell products. Not one person showed any sign of caring or even make an effort to make it right. Every time I contacted Dell I got a runaround and an I don’t care attitude because I had a complaint.
I still cannot believe I am sending an email from a system that could not do that for the past year because the operating system had problems and old or missing drivers, and support people that do not care. Now I don’t have to logon to my email on the internet, I can have it downloaded to my computer and look at my emails anytime without logging on.
Now I want to be put in contact with a Dell Executive Officer for a phone conference. I don’t care how many people sit in on it. I would prefer the people that were supposed to be helping me get the computer fixed all this time. If this does not happen this email and all the others I have will be printed and sent to several board members at their home address. If this does not get a response I will be in contact with a good friend in the media.
I think it is about time Dell finds out how the company is really being run, how their support isn’t, and how support people teat customers with problems that don’t want to or know how to repair. If this trend continues Dell will be in the same boat HP was in a few years ago. Soon you will have no repeat customers and long time customers will be switching brands.
IF YOU CANNOT PROVIDE WHAT YOU ADVERTISE AND CANNOT SUPPORT WHAT YOU SELL SOON YOU WILL HAVE TONS OF PRODUCTS ON SHELVES AND THOUSANDS OF EMPLOYEES WITH NOTHING TO DO!
Dirk Howard.
To Whom It May Concern:
Recently I purchased a Dell laptop through your web site. The process was so difficult that I began to doubt my decision to purchase an item from Dell. In particular the Customer Service Representatives may “speak” English but they do not understand English well enough to communicate with a customer. Nor do they speak English clearly enough to be understood by the vast majority of people seeking assistance.
The issues with this particular purchase were such that not only would I never purchase from Dell again, I will also do anything within reason to insure that anyone considering purchasing from Dell is cautioned. Why?
1. Customer Service: It is an oxymoron with Dell. Your customer service representatives’ accents were so bad that understanding what they said was next to impossible. Even when I could manage to figure out what was said, the representative failed to understand what I was saying. Inevitably the person would repeat my statement to make sure they had it correctly and rarely was it even close. Without exception when unable to either understand or take action the person transferred me to another “department” with whom I had to start all over in attempting to explain the question. The worst was 8 transfers and on the 9th they disconnected the call. I repeatedly requested a transfer to a representative in the United States but that resquest was refused.
2. Web site: Your web site is useless when it is not updated to reflect changes. My laptop per your web site was estimated to be delivered on June 15th 2015. Even after more than a week past June 15 the site continued to list that as the expected delivery date. The “chat” feature is likewise of little value. Any customer service system is only as good as the persons whom operate it.
3. Design of Inspiron keyboard is poor. The keys are grey with a lighter color alpha numeric character color. In a brightly lit room it is impossible to see what is printed on the keys without putting your nose about 5 inches over the keyboard. In direct sunlight they became invisible. The backlight feature doesn’t help obviously as it is intended to provide light in low light conditions. Your video of this model shows a black keyboard with white lettering, high contrast which is easily readable. I looked into purchasing either replacement keys but the cost was $4.95 a key or a silicone colored cover which had the characters imprinted, but did not pursue that course because of the next issue.
4. Most importantly, the laptop I received was not the laptop I ordered and the items changed were ones important to me and of inferior quality in addition to being a less expensive substitutions. They included the following:
a. Change in graphic card: I ordered the NVIDIA FeForce 845M 2GB GDDR5, I received Intel HD Graphics
b. WiFi change: I ordered Intel Dual Band Wireless – AC 7262 2X2 + Bluetooth 4.0. I received Single Band Wifi: 1 X 1 bgn w/Miracast (no mention of Bluetooth). The last was repeated on two lines but whether that equates to what I ordered is unknown and questionable given how the original invoice summary listed items.
c. Incorrect CPU: I ordered 5th Generation Intel Core 17 Processor (4M Cache, up to 3.00 GHz) but received Intel Atom processor Z3735G (2M Cache, up to 1.83Hz Quad Core) 32 GB
d. Incorrect Display Screen: I ordered 17.3 FHD (1920 X 1080) Truelife LED-Backlit Touch Display. I received 8.0 1280 X 800 16:10 IPS display with HD (WXGA) touch. (While an IPS display is superior, the resolution was significantly less than ordered.)
e. Incorrect battery: I ordered 58 Whr, 4 Cell Battery (Integrated) but received 16Whr, 1-Cell Battery (8 hrs+)
5. There may be more errors in constructing the laptop, I had only the itemized list sent with the laptop to compare with the original line item order details copied from the web order doXXXXent. If it was of sufficient importance to be listed on the original online summary, I would think it should be of sufficient importance to verify on the second doXXXXent which arrived with the laptop.
One mistake would be looked upon as accidental, five mistakes particularly of this magnitude seems far more likely to be intentional.
Prior to discovering that the laptop had been constructed differently than what was ordered, I had thought I might have an option to the keyboard issue which was at that point the sole reason I was returning the lap top. I reluctantly called customer service but by the time I was finally connected to an actual human I had found all the alterations which had been made. When I told the representative that I had found these issues in addition to the laptop key problem, I was told: “Your problem has been resolved, so what does it matter. Just send it back.” Impolite, disrespectful and as they failed to listen to why I was calling this was a complete failure to explain why inferior items were substituted in the laptop ordered. Perhaps there was a perfectly reasonable explanation for the changes made or perhaps the invoice received was erroneous. I will never know because the customer service representatives choose not to discuss the issue.
At one point Dell was a brand I would have trusted, having had several Dell products in the past. You also had the option of paying extra to speak to US customer service representative. I would have gladly paid for such a surcharge. At what point companies selling in the US will recognize that having US customer service representatives would be a huge boost to further sells is unknown. What I do know that more and more of my contemporaries are asking at the onset about where customer service is located and choosing to opt out of transactions where it is overseas. Everyone’s experience is that it is a complete waste of time in almost all cases where “customer service” is handled out country. If you want to increase your sells, move customer service back within the United States and run an advertising campaign to let the consumer know. Outsourcing customer service to over sea’s locations is so universally despised by every person I come into contact with, that I have been shocked that no company has yet to see the enormous benefit that would be derived from discontinuing this practice.
It is doubtful that this letter will have any effect at all. I will however take the time to make it known in all Dell product reviews of my recent experience. If enough people speak out eventually it may have an impact.
It was extremely difficult to locate an address for Dell on the web or off. In all likelihood the difficulty in finding an actual physical address for Dell to receive customer correspondence is indicative of the quality of customer service as well as the quality of the product itself. As an attorney I know the importance of not only being fair in my dealings but also avoiding the appearance of impropriety or unfairness. It is a message that I think Dell should take to heart. If it appears that you care little or not at all about customer satisfaction, that will become accepted fact by consumers. If it appears that you have intentionally substituted an inferior and less expensive product than what was ordered, it will soon become the customer’s opinion that Dell cannot be trusted.
Dell please listen to this request. Americans want to deal with Americans. Take a look at Amazon.com for customer service examples.
I recently brought a Dell computer, in March. I went on vacation in April, and because I was on a cruise ship, had no need to use my computer. When I returned home, I turned my computer on and it started making this wired noise. I contacted Dell Tech Support and they had me perform all kinds of steps. In the end, I sent me a box to return the computer for repair. I received the computer and it paperwork stated that the fan and hard drive was replaced, it wasn’t. When I turned my computer on again, the same thing but this time, could not do anything with the computer. Contacted Dell Tech Support again. They again had me perform all kinds of thing with the computer to repair and nothing worked. I received another box to return my computer. Received it back, it worked for one day and then it would not boot up. Contacted Dell Tech Support and they said I needed to have my Operating System replaced so they would send me a USB drive and to follow the instructions to replace the Operating System. I inserted the USB drive and followed all directions, it ran all night long and most of the next day and at the end, the message, your computer is broken. I contact Dell Tech Support again stating that I need to have my computer replaced because they sold me a lemon. I have been purchasing computers from Dell for the past 10 years and Dell tells me because I had the computer for 30 days, they could not give me a new one. I have been reading several blogs on people purchasing computers and the problems they have been having with Dell and something needs to be done. I had no problem giving my money to Dell for a computer and I was sold a lemon. If there is anyone out there reading these emails, I want a new computer or my money back. From this point on, I will never purchase a Dell computer and I am going to post all over social media and have my friends do the same about the customer service and crappy level of service that Dell has been providing.
So now, my issue has been escalated because the person I spoke with today has told me that they can give me a refurbished computer. I have only had my computer for 3 months and it has only worked 1 month and they want to give me a refurbished one. In what universe does that make sense. I paid for a new computer and had no problems giving Dell my money but I seem to be having all sorts of problems getting them to do what is right.
recently had a problem with my computer, and it has been over a month now that
I’m trying to get this resolved. I Recently found out my computer just expired
this may and I am in need of the operating system disk.. I never received it
when I Purchased the computer. Dell tech support is giving me the run around
about buying a warranty to get a disk for a operating system that I have already
purchased. I was told to try to contact you to get this resolved. My computer
ID is 2WPLPS1 DELL OptiPlex. I also purchased extra 3 years of the Trend Micro
warranty and I did not receive a disk for. Can you please assist me on this
matter? I currently own 3 Dell Computers and I’m not sure what has happened top your customer service.. this has been a very bad experience
Phone – 315-409-****
Robert DeBord
Good morning Sirs,
my name is Filippo Salamone, I’m R&D manager in ReggianiMacchine (Italy).
We develope printing machines using servers from other manifacturers.
We need to have a commercial contact with Dell. It’s a couple of months we’re trying to contact you but unsuccessfully. Nobody answer to our requests.
I look forward for your answer.
Kind regards.
Filippo Salamone
To whom it may concern. This is day two of my attempt to reach someone besides Support Staff. I have had issues with my Alienware computer since the day the first packing slip arrived via mail. Please keep in mind I am going to go through this step by step.
On 2/14/2011 I ordered my Alienware computer, the packing slip that came in the mail before comp arrived started I had a 525 watt power supply. This was a mistake It should have had to 875 watt. I called tech support and was told I had to pay for the 875 watt which I did. I think I paid either 175.00 or 250.00 for this upgrade. The Alienware computer arrived and it was set up. I noticed 3 of the chips sets were not showing when I looked at the computer properties. So i called support. The set out a tech to replace the bad chip sets and to add the new 875 watt power supply. All seeemed good except the Alienware command center on the computer did not work. The reason why it did work is because the thierd party tecj did not connect all the wires. This was the first computer S.T. number HRHRBP1 Then there was another problem after another service call to fix the problem and for what ever reason support had me reinstall the utilies, Well this resulted in a computer that would not boot up. It wouldn’t accept drivers and just would not work. Yes I worked with an online tech. Alienware sent a replacement. I shipped back the dead in the water computer. So now on to Computer number two.
Date of this replacemt 5/17/11. S.T. number 3YK3GQ1 I was very pleased to see the small upgrades Alienware gave me for the problems with the fist computer. All was running greatr until graphic card problems.
It was the first of many to come. Besides the their party tech ( who started he hated working on Alienware the first time he came out – the one who missed connecting all the wires) The graphic card was replaced. Thank you. Opps a month or two later maybe three months. Another graphic card another tech. This Tech did not know how to remove the side panel so he broke the front bezzel. Card was replaced and I called Alienware on what transpired. Sadly the same Third party tech is set back out to fix the broken part. A part he is clueless about replacing. Took him over 4 hours to replace the one part. In his time he managed to remove all the hard drives, the graphic card the dvd drive and actually managed to rip out the front bezzel, When he put things back he managed to shove the main drive in crooked. The results of that was I had no operation system. On line techs which were on the phone walked me through reinstallling everything. How ever this took 3 days! I kept telling the tech at Alienware something was till wrong. I said I had three hard drives he kept telling me no it just a mirror. Not sure what he meant but my computer has two ss hybrids and a 1 tb hard drive. It wasn’
t until my husband opened it up and looked. He took pictures and we sent the pictures to the Tech at support. The main drive was forced into the computer and it broke the glide pin which is the reason I had a blank comp. There was pieces of plastic and small bits of wire floating around in the comp from when the front bezzel was rippped out literally.
Alienware decided it was easier to replace the computer then to under all the damage done. This leads to computer number 3. date 7/16/11.
S.T. 1Y1RXQ1. This is great all works. Except this comp eats or burns through graphic cards. I think I am working on #7 and the reason for this lengthy post. Therre is a large communication barrier between myself and the lastest techs at Alienware. I can not seem to get them to understand its not a blue screen error it a black screen. I get this message nvidia driver has lost connection with windows then the screen goes black. The Tech replaced the video drive all was well for short time. This last session is from april 7 th 2015 to today 5/8/15 I sent emails to the tech support and have yet to get a reply.
The laster conflict os over the graphic card in the comp that the third party tech installed. Its a 980 GTX The On line Tech says no its a 780 GTX. I took a screen shot and set that to the tech via email and since that time have not heard a word back. I was told it could be the mother board and processors. Ok fine but when I call I get told no its the graphic card and mother board. All I want is my machine working as intended. I spent 5 K on this computer and waited a long time to afford one that at one time was top of the line. I have a year left on my warenty. So please look into this matter.
I received an inspiron 20 all-in-one computer from Dell they told me I could connect a larger monitor by buying some cords. I bought the materials and come to find the computer can’t connect to another monitor. It is a HDMI input only. How can a company not know there own materials.
I too have tried to find an email address for Dell Corp/ No luck there. I have an Alienware desktop that eats graphic cards. I have a a 4 year in home service warenty. I have 1 yr left. The last card that came with a tech was a 980 GTX. Now when I talk to Tech support they say no that was not the card sent. It was the card sent with the Tech that came to my house. It seems to me tech support is trying to imply I added this card when I have not. They also imply that they can send a lesser card now. Tech support has failed to give me a incident number and a dispatch number. I have a long story about this comp in fact in three years this is comp number 3 and graphic card number 7. I have owned Dells since windows that make this Alienware my 9th. dell computer. Having said that This alienware has been the worst of all I have owned. Third party service broke the first two Alienware comps in the first year of ownership. This last one goes through graphic cards . I own an 630 xps that is working as hard as it did new. This Alienware seems to have built in faults. Other then my calls to Dell on April the 7th and the Tech coming here on either the 8th or 9th I can’t prove I called Alienware support on the 5th about this problem. I can request phone records. Frustration is beyond comprehension at this point. I have send Picture via email to dell support I have send emails asking for a reply. As of 5/7/15 at 1:32 pm I have yet to have had an reply or a phone call. I feel like they are going to accuse me of voiding the warenty over someone elses mistake. I might add when I first odered my Alienware comp the graphic card cost 1050.00 All the other graphic cards cost the public about 300.00 to 600.00. Are they better then the fist one? I have no idea. I am low tech in a high tech world. I just do not appreicate feeling that the Support team wants to ignore this on going problem with the reconditioned graphics card. I am sure at 66 yeard old and one who waited a long time to get what was once the best gaming computer this will be the last dell I own. To add insult to injury I convinced my husband to get an Alienware as well. I will say this I can prove some of the parts installed in Dell “new ” computers are in fact not new. Just ask my daughter what had over 10k worth of photos of some stargers family on her New Dell computer. Thanks for the memories.
I was contacted by someone in their warranty division wanting to renew my warranty. She spoke poor English and hard to understand. Her exact quote, “it will only cost you $74 for the next 3 years”, when I questioned her on that she said I should know my dell credit card rules. First, she was calling me, and wanting my business. When I pointed out the false advertisement and that I would like to speak to someone else, she hung up on me.
I called back and tried to get someone in management on the phone I spoke with Nanjit #101976 who said she was the highest and no one called or would offer me that deal. I tried to explain to her and she told me, “you need to let me talk and listen.” Although she would never answer any of my questions. I asked her who was in my account and she said she had no idea, no one called me from Dell – I said that is funny as I hit redial 8008474080 on my phone and this is where I was returned to. She told me that there was nothing she could do for me an no one called me from there. When I asked her who had the rights to my personal information – she claimed she had no idea who called me but could not have been anyone from DELL. I then asked for her fraud department to report the problem and she hung up on me. I have been with DELL since the 1990’s and I can see why everyone would be leaving. With rude customer service who would want to work with them.
I purchased a Dell computer in April. Upon follow up on delivery, they delivered to the wrong location. I tried to contact someone regarding this matter and someone in India answered the phone. I could hardly understand a word they were saying. I instructed them of my problem and they told me to file a police report. I said that is rediculous, and to give me the phone number to contact someone in the United States, so I could understand them better and to try to locate the missing computer.
I have purchased 10 computers from Dell and I can guarantee you this is my LAST! You may have saved money by outsourcing your customer support, but you are going to lose customers that will more than offset your savings. I am disgusted with your company and the way you treat your customers!
I am very saddened and disappointed that this is not Dell, the company, I purchased my first entry-level computer from in 2004 This Dell has been hanging up the phone in my face during our conversations about this non-functional Venue Pro 8 tablet and stringing me along for at least a year now regarding this device I purchased from them. I just got off the phone with Sanjay. These are his responses after I asked to speak to his supervisor, “You are not being cooperative…I am only talking to you because you called corporate… I am the highest you can speak with.”
Sanjay and other staff (Dell) did not value my time as a customer. Dell’s people did not demonstrate skill and knowledge in addressing the problems the Venue Pro 8 table they manufacture present. Dell never helped with the issue at hand, appeared to read from a script. Dell staff repeatedly apologized profusely and stated they “are trying to help” when staff should first of all be competently trained and supervised and also instill confidence in their customers.
Dell, I request a refund of my money because of the following situation and want someone one in authority to contact me as soon as possible regarding this matter. Thank you very much.
I ordered a new Dell Desktop with the Monitor and Keyboard February 16, 2014 on line.
I received the tower and the Keyboard on February 24. The Keyboard was the WRONG KEYBOARD. They shipped out the correct one.
The Monitor came on February 25 WITHOUT a Power Cord. I was told they have no power cord so I should pack up the monitor and ship it back and they will exchange the monitors at the same time on Monday March 2. When I checked the Tracking Number it showed it was still being processed and ONLY the RETURN and not a Delivery. I am still waiting for the monitor as of March 2.
I called Today March 2 and waited 30 minutes then was told that I HAVE TO take the monitor myself to a UPS store (it was Delivered by Fedex) and use the Return LABEL, which I don’t have.
I told her I have no label and I cannot go to the UPS store so what am I suppose to do.
THEN SHE DISCONNECTED ME. I cannot take the monitor to the UPS store. I am disabled.
I still have no Computer to hook up because of a missing power cord. All I want to do
now is Return everything to Dell, which I will do.
I will NEVER Consider buying anything from Dell again. As I am writing this, I have been on hold again for over 20 minutes.
PJ
I have a relatively new Del computer that was received as a warranty replacement in August,2014. The website confirms the warranty is in force though October 2015. After 1 1/2 hours on the phone with at least ten people in tech support, warranty service, out of warranty service and back and forth.
Final disposition was that a fine service representative explained that the warranty ( and I quote) “…doesn’t cover things that break.”.
Sad to break my 20 year relationship with Dell, but a warranty that only covers things that don’t break is a sign of consumer disdain.
Dear Dell: I would have to echo some of the disappointment below. I have been a Dell customer for years. But my most recent attempt to purchase, then exchange, and having to repurchase a laptop was very disappointing. The customer service was some of the most unprofessional that I have encountered. My purchase and exchange is still floating somewhere in a confusion of Dell customer service. I would like someone to contact me about this if possible. Thanks
To whom this may concern.
I am writing this to you to let me know how upset I am with your repair service and warrantee department.
I will start from the beginning.
I purchased an XPS Gaming Laptop sometime in the middle of 2012.
In April of 2014 I purchased an extended warrantee directly from you because my extended warrantee was due to expire. I had been told my 2 different computer techs to make sure I had my expensive purchase covered because the XPS laptop was known to have issues.
As predicted my laptop had an issue with overheating and the motherboard burnt out.
I contacted Dell in March 2014 to have my laptop repaired it took about 10 days but was sent back to me in working order. No memory was touched as requested, and I thought the issue was resolved, or so I thought.
But again in January of this year (2015) just 9 months later, my laptop again was having the same issues it would work for 10 to 20 min then overheat and shut down.
Like before, I contacted technical support who assured me it would be fixed in 7-10 days. They sent a box and I sent it in detailing the issues as instructed.
Approx. two weeks later I received my laptop. To my surprise, when I turned it on it was in worse shape than when sent it in to be “repaired”. (When I sent it to be repaired at least it turned on)
This time when my laptop was returned to me it was a complete black screen with only a flashing curser absolutely not functional at all.
I contacted DELL to explain the situation, Tech support kept me on the phone for over an hour running tests only to determine that it wasn’t working. The Tech on the phone told me she was going to send me a disk. Really!!!
I purchased the extended warrantee so it could be fixed properly I am not a computer tech nor do I want to be one.
The tech then put me on hold for quite a long time. When she finally returned she stated she would be able to have it fixed and she would expedite a repair and would send me another box so I could send it in again but this time because of the problem it would only take 3-5 days to fix and return my laptop.
On the third day, after shipping the laptop I checked my FEDEX tracking # only to find that it was in Houston TX, still not even at the repair center. This is not expedited.
They had the box to me in less than 24 hours, but it has taken more than 3 days to get my package with the label you sent to your facility.
Trying to understand what was going on I called the phone number provided to me by the previous rep to see what was going on, only to be told it was not calling the right department.
After being juggled around I finally was routed to the correct department I was told they had no record of my laptop being sent in for repair.
I was also told that I needed to contact my previous rep the one who placed the order and that the info was in the email they provided.
Really!!! YOU HAVE MY LAPTOP!! HOW IS THIS POSSIBLE!!
I tried to explain that I have a tracking # from the label that came from DELL, I had a box and tag provided by DELL, I was calling in for help and again I was told to check contact info from my email. Again, how can I check my email without a laptop? Unfortunately I have only one and it is supposed to be with your company.
Then if this wasn’t stressful enough they disconnected me and I had to start all over again.
I do not work in an office where internet is readily available.
Even now writing this I am at the library because my kids have homework and DELL HAS MY LAPTOP which they can’t find.
Miraculously 2 days later my laptop was sent back to me I was so excited that this ordeal was going to be over, guess what? It’s not! I plugged it in and turned it on and after 15 min it died. My “fixed” laptop overheated and shut down.
Once again I called the phone number given to me and was told it was not the correct number.
Once I reached the right department I spoke with yet another agent who for the first time did seem to hear me. I explained the whole story AGAIN and he said he was going to send replacement parts to an outside computer tech and they would come to my home to fix the laptop. As of writing this it hasn’t happened.
This whole situation is unacceptable. Four repairs in less than 1 year for the same issue,
Tech support that cannot locate a work order that they placed, and Repairs that send my laptop back to me in worse condition than when it went in.
I have purchased used cars for less money than I paid for this laptop and they have given me far less trouble and they have lasted significantly longer.
All I want my laptop fixed properly. I want the fans cleaned to resolve the overheating I want the motherboard replaced, and I DO NOT want my memory touched as there is no issue that involves touching it!
If Dell cannot do this then just send me a new gaming laptop
This experience with DELL has been beyond horrible, far worse than I can convey in this letter.
The lack of communication between departments and the unprofessionalism is astounding DELL should be embarrassed.
I’m sure I will need a new laptop in the near future as my children are getting older and who knows what is going on with the one I have.
I assure you I will never buy another DELL product. I will Post, tweet and talk about this to everyone and anyone to make sure they are aware of how unprofessional Dell is.
We have had multiple problems with our Dell laptop since the purchase date & have spoke with customer service (technical support) on at least 10 occasions for over 20 or more hours. They perform the same tasks over & over without correcting the problem. We replaced our modem per Dell’s request. No luck. Dell sent a technician to replace the hard drive. No luck. We downloaded everything on a flash drive per Dell’s request & the support team “wiped out” entire computer & reinstalled everything. No luck. We have talked to 2 supervisors. No luck. There is no number to call within the U.S. We have tried many numbers. They all go to India where they tell us they are not authorized to exchange the laptop which is what we want. They continue to want to keep us on the phone for hours. We are not asking for return & reimbursement. Only asking for a laptop that works. Next action will be to send a letter to CEO Michael S.Dell in Round Rock, TX. We will never purchase another Dell product! Very disappointed. Previously had a Dell & didn’t experience these issues.
We have purchased DELL computers for the last 30 years. Just received the Inspiron 3847 with Microsoft 8.1 which is absolutely USELESS!!!! We are 10 days beyond the return policy and can find NOONE in the STATES to speak with- we’ve been speaking to India and the Phillipines and central America all morning. I can drive over to Austin TX faster than trying to reach anyone by phone there!!!
We will NEVER UPDATE or buy another DELL product again. It’s going to be APPLE only!!
I purchased a Dell XPS 15 laptop back in October of last year. After 1 week I received a hard drive failure. It was sent back and I received a replacement that lasted 2 weeks before getting the same Hard Drive failure. Instead of having it replaced again, I returned for refund. I was told the refund would take up to 30 days, After 30 days my account had not been credited. When I called, Dell claimed that they never received the original laptop. I provided the tracking number on the email I received that said they did. They then told me that I would have my credit within 7 business days. 9 days later, no refund. I called back and they still claimed they had no record of receiving the original laptop. I provided the tracking number again and I was told 24-48 hours. Well it has been 4 days and still no refund. I have also been unable to speak to a manager. I spent a whole hour trying to get a hold of a manager only to be put on hold and then my call being disconnected.This happened after 3 callbacks. In all of this, I am being billed interest on a balance that should no longer exist. I am under the impression, that I will not be able to get this resolved through their current obscure channels.
I understand the bulk of Dell PC’s are sold as pre-configured machines and this is fine. But there are those of us who would very much like to configure our own machines. The last dell I bought I was able to configure everything on it. Now when I visit the website I can’t really configure anything. Is it possible Dell could add a Tab to the website for those of us who want to configure a machine with what we want .vs. what you want us to have. My requirements aren’t that great but I would like the ability to pick and choose what I want, including software pre-installed. I like the PC’s under the Home Tab but you can’t configure them at all. “It’s, this is all we offer take it or leave it”. I personally feel you are losing a lot of business with this train of thought. For the more technical person we should have the ability to build and configure what we need. Your company makes a good product but don’t cut the tech folks short (We are users too). If you have questions please contact me at the above email address. Thank you for your time and I hope to hear a response soonest.
Respectfully,
Harold Sykes
I have been on the phone all day with Dell trying to fix my laptop. I sent in my laptop in to be fixed before christmas and they told me the part’s needed were on backorder so they desided to send me a refurbished unite and now again the hard drive has now gone out. And i have only had the computer for 3 weeks and had trouble from the frist week i have had it and i have called in and been passed around and told my warrentiy is almost up . Do Dell no long stand behind there stuff? I love Dell Please don’t let me fall out of love with Dell
I am leaving this here so you know you are no longer authorized to take my money for a product you have just told me you do not have. You must return to me the money you took. I would have appreciated a better business transaction between us, however, you have not fulfilled your end of the bargain. It was over 4 thousand dollars I was going to spend on your machinery. That is being cancelled now over the phone after being put on hold 8 times, and spending a total of 2 and a half hours on the phone. Thank you.
My special needs adult child purchased a cover for your Dell tablet. She ordered it in October because it was on sale. I helped her place the order and we verified that she would be able to pay the bill with her Jan. 1st disability check. We were told yes. Order placed, product received, then received a bill in November. So I called and verified once more the special arrangements for payment that we made to pay in January. Now we are getting a bill with 2 late fees and interest. She made her payment as per the arrangements and when I called about the fees/interest on the bill, which is twice what the cover cost in the first place, the representative was uninterested and rude. I then spoke with a ‘supervisor’ with the same result, I then spoke with another ‘supervisor’ who was obnoxious and insulting and kept insisting that their dept didn’t make the arrangements so they didn’t have to honor them. I told them that they should be ashamed that they were treating someone with special needs in such an underhanded manner. I requested a manager and was told they ‘were gone for the day’. It was 4 p.m.
I say, “Shame on Dell for abusing on of the vulnerable. Shame on them.” They hung up.
Dell has lost a 20+ year customer forever.
The worst possible customer service in the entire world, bar none. I have been passed around for three weeks trying to figure out what has happened to my order. I have been shifted from department to department, been on hold for half hour increments at a time, asked for a supervisor and never get connected. Nobody has an answer. Nobody will return a call – even when they opened a Case Number and promised someone would call. I am at the end of my rope and DO NOT KNOW WHERE TO GO. Would the Better Business Burueau help? I WILL NEVER PURCHASE FROM DELL AGAIN!
HORRIBLE HORRIBLE HORRIBLE CUSTOMER SERVICE…..i’m still on hold after 2 1/2 hours and 2 hang ups the representatives are rude for no reason. I have spent my money and just want to receive a product that works and respectful service when needed.. I will never buy anything from you again the representative Mary in returns at least that’s what she said her name was unnecessarily rude and short YOU NEED TO HAVE MENTORING MOMENTS WITH OUR TEAM. BEWARE OF THE CHROMEBOOK
This conversation started on Nov 30, 2014 I contact Dell after my client brought a Laptop from your site. Keep in mind he had been in contact with Dell for two weeks prior to the conversation below:
I have a client that brought a laptop & laptop bag (Pleasure and Adventure Travel a YTB Franchise). He ordered one of each. Dell sent two and wiped out his bank account. In addition, he is now stuck with overdraft fees over $ 100. He has sent the duplicate merchandise back and it has been received by Dell. He has repeatedly requested a refund for the returned merchandise and overdraft fees. Your representatives have pretty much said they won’t give him overdraft fees. Yes we sent the merchandise, it is our fault but, you have to wait for your refund and tough luck on the overdraft fees. Is this how Dell does business?
I am still going back and forward with your Customer Care agents that keep stating 24 – 48 hours the money will be returned to his account. In addition, I emailed proof of the over draft caused by Dell on December 4, 2014.
Did you ever get your refund? I returned merchandise over 2 months ago and have still not received my refund.Their policy states a 30 day refund window, but they are not holding to that. I have been told 30 days, then 7 business days, then 24 to 48 hours and as of yesterday, they still have no answers as to when I get my refund.
go to the BBB IN AUSTIN website and fill out a complaint and also the ATTORNEY GENERAL of TEXAS KEN PAXTON.—GET A CONSUMER COMPLAINT FORM 05-002-E FROM your local consumer affairs…….EVERYONE SHOULD DO IT WITH A COMPLAINT…..F,G
so I bought a brand new laptop (so I thought) in November 2014 online directly from Dell & it’s re-furbished?? And it has a virus on there?? I am beyond pissed off?? All I get is tech support who wants to log on remotely & clean up my laptop. No I want a brand new laptop like I was supposed to get. Can someone please contact me to correct this problem!!! Extreamely disappointed customer!!!!!!!!!!!!!!!!!!!!!!
I’ve been a long-time Dell customer but lately I’ve been absolutely disgusted by your support. i’ve given numbers more than a few times to various agents, filled out an online form (“please use our online service”- is anyone there?) twice, and still nothing. After 2 onsite repairs the machine still doesn’t work. The technician advised I contact Dell- why do I need to do this? You it doesn’t work. Just give me a refund- it’s a lemon. I might buy my daughter another machine from you- she justs needs a good working computer for college. Please call me- an American would be nice. (302) 242-****. Mark DeVore
– Mark DeVore
Just wanted to give everybody an update on the issue listed below. I was contacted by Dell and informed that there is nothing that could be done for the pricing differences or the time that I spent trying to purchase this system. Overall very dissatisfied with the level of service that I received and will be taking my business elsewhere.
From: Geoffrey.Bock
Sent: Tuesday, December 02, 2014 11:57 AM
To: michael@dell.com
Subject: Unable to Place Order Online & Now Having Pricing Issues With Same Computer
Importance: High
Michael / To Whom This May Concern –
I wanted to make you aware of the poor experience that I had with trying to place an order for a desktop for personal use. I work for Target and they offer employee discounts via “BenefitHub”, looking on this site last week they had certain Dell products on sale with up to 50% off. From “BenefitHub” I was redirected to the Dell website (ecomm.dell.com) and found a computer that I wished to purchase with the following specifications –
• CPU – Pentium Processor (Not Celeron)
• RAM – 4GB
• HD – 500GB
• Monitor – 20” (Added thru customization)
• Other Things Included – Wireless Adapter, Corded Mouse & Keyboard
The price on this system ended up being $360, I attempted to place the order online and it returned an error about “my cart being empty”. I attempted several times and got the same error each time, I even attempted different computers and the issue persists. The contact number to place the order for this Dell site (ecomm.dell.com) was only Monday thru Friday (not 24×7), so I called on Friday in an attempt to place the order over the phone.
When I called on Friday (11/28) my call was sent to what I presume overseas, given that the individual(s) that I spoke with had a thick accent and were of little help in identifying what I was seeing online for a system and in placement of the order. In total I spoke with ~4 resources and none of them could find the system I’ve listed above at the price that was showing on your website. The closest that a representative found for the system was one with a Celeron processor, even though the system I was looking at online was a Pentium. After ~1 hour on the phone I needed to get back to work and wasn’t able to place the order as I wanted.
I called yesterday (12/1) and did an online chat with an associate, explained my issue and they confirmed that they would get back to me. I’ve attached the session that speaks to this, to date I still haven’t received a call back.
I called today (12/2) and talked with sales and explained the scenario listed above, Megan (megan_s@dellteam.com) informed me that they couldn’t match the pricing that was showing on Friday even though it appears that multiple obstacles on the Dell side caused this issue (Dell Website Returning Errors / Representatives Unable to Locate System & Place Order). Megan informed me that she talked with a manager and that the best they could do was discount the current price by $30, even though this still results in a $60 difference from Friday (Friday – $360, Monday – $450). I asked to speak to a manager and was informed that they were too busy to take calls and at best I could either call back later or have someone call me back at a later time. Given my experience from yesterday I declined to have someone call back (given I didn’t receive a call back yesterday) and yet again asked to speak directly with a manager. I was then told I had the same options or I could speak to someone in customer service, so I asked to speak to customer service. When connected I was informed that this is a “sales” issue and they couldn’t assist. After approximately 2 hours of my time spent (11/28 – 1 hour on call, 12/1 – 20 minutes, 12/2 – 1 hour) I decided to place the order on the Dell website (www.dell.com) for full price, I’ve attached the order to this email.
Overall I’m very disappointed in the shopping experience for this device. I’m hoping that you can review the promotion that was available on Friday, the amount of time I spent talking with resources at Dell to place this order (11/28, 12/1 & 12/2) and do what is necessary to make this right from a customer perspective. Please review and let me know if you need any other details.
Thanks!
If anyone in a Dell position in America reads this, please contact me at the above address.
From the sounds of the comments I read here, this is probably a very foolish request – HOWEVER, I am willing to give this company the benefit of a doubt – (even though I am also completely disgusted with trying to hear and/or understand the people I get by calling Dell’s numbers).
There is a problem that needs to be addressed concerning a misrepresentation of what I purchased and I would appreciate someone in America helping me solve that problem.
Pat
Wow, wish I knew this about Dell before I purchased it (though my son said he could have warned me). I used Dell’s on-line chat to put together my computer and see what it would cost me. I asked specifically about two software programs I wanted on it. I was told that they would be. Well they weren’t. Have had a terrible (that’s saying it nicely) with Customer Support. Have called, emailed and never get to the level that could/would do anything about it. This will be my last Dell and I will ring the bell to sing out what terrible support you get from Dell and that they don’t stand behind a quote.
I have had my Dell lap top for 1 year and I have never been able to use it. I have spent countless hours on the phone with Dell techs who have not fixed the problem. I have been late for work, missed my lunch, ran up my phone bill all while trying to have the problems with my lap to fixed on the phone with the Dell techs. I am told there is no where to send it back to no where to get it fixed. Mean while I am still making payments on a lap top I have never been able to use.
The thought of having to call Dell one more time, literally brings me to tears. I have virtually given up.
I thought Id try sending a letter to corperate and came across all these complaints. In a sad way, I at least felt relieved to see it is not just me, as the Dell techs would have you believe.
I think I will contact my local news reporter and have them to an undercover investigation. The Dell product is a complete scam
I’m Very dissatisfied and frustrated. Speaking to people who are rude and hang up on me. This is completely unacceptable. I sent my new laptop back for hardware repairs and it was returned unfixed and now I have a software problem i didn’t have before. I don’t know how they can stay in business when the customer service is as horrible as it is. Shame on you Dell. I’ll never be a customer of yours again. Go Apple
I have had my fill of talking to representatives who do not speak English and are rude. I purchased an Alienware computer for my son for graduation in June of 2013. This computer was custom built for extensive gaming and movies. The first one I ordered disappeared in Columbus Ohio so dell said no problem they would process the order and send another one. The first order took 2 weeks because they had to build it so they said. The replacement was sent in 6 days(which always bothered me). Well we recieved the laptop and it has been 18 months and it is having problems. I called fell for help and they want money to look at the computer. I have been hung up on transferred all over the world and get nowhere. I finally took it to a local computer shop who I have used in the past and the told me that the video chip on the mother board over heated and in turn blew out the hard drive. They could fix for over 1000.00 dollars. Are you kidding me? I spent 2500.00 for this lap top specifically built for heavy gaming and watching movies! It did not last 18 months. I am sick to my stomach I am a single mother who saved for this for my son and now am told that dell will not stand behind their product. I really believe that someone stole the first laptop and the second one fell sent was not what was originally ordered. It could not and should not have gone bad this fast not for that kind of money! I would like the parts replaced and really would like to talk to someone with a little compassion and won’t hang up on me and at least back up their product. Thank you in advance for your time. You have my email address
Its been more than a month since I’ve calling technical support to get my laptop fixed but it seems that The Dell team is just unable to do anything. I have been facing so many problems with my laptop regarding motherboard, ram, display, byt everytime the technician comes and tries to fix it, next day a new problem arises. I am so sick of it, so fed up that I cannot deal with it anymore. Its only a matter of a couple of days for my warrenty to get over and then my laptop( which is still problematic) would be nothing but close to a useless junk. I want my laptop to be replaced because Ive done my possibly best to fix it but I just couldnt deal with the random beeps i get everytime I switch it on. Sometimes 8, sometimes 5, sometimes theres no display. I want a solution before its out of warrentyIts been more than a month since I’ve calling technical support to get my laptop fixed but it seems that The Dell team is just unable to do anything. I have been facing so many problems with my laptop regarding motherboard, ram, display, byt everytime the technician comes and tries to fix it, next day a new problem arises. I am so sick of it, so fed up that I cannot deal with it anymore. Its only a matter of a couple of days for my warrenty to get over and then my laptop( which is still problematic) would be nothing but close to a useless junk. I want my laptop to be replaced because Ive done my possibly best to fix it but I just couldnt deal with the random beeps i get everytime I switch it on. Sometimes 8, sometimes 5, sometimes theres no display. I want a solution before its out of warrentyIts been more than a month since I’ve calling technical support to get my laptop fixed but it seems that The Dell team is just unable to do anything. I have been facing so many problems with my laptop regarding motherboard, ram, display, byt everytime the technician comes and tries to fix it, next day a new problem arises. I am so sick of it, so fed up that I cannot deal with it anymore. Its only a matter of a couple of days for my warrenty to get over and then my laptop( which is still problematic) would be nothing but close to a useless junk. I want my laptop to be replaced because Ive done my possibly best to fix it but I just couldnt deal with the random beeps i get everytime I switch it on. Sometimes 8, sometimes 5, sometimes theres no display. I want a solution before its out of warrenty.
I hear ya…my comp. is less then a year old and have had nothing but problems with it. Time to take legal action!
The worst customer service I have ever dealt with. Very unprofessional and rude. I have dealt with many service reps in the past 3 months but this final one was the worst. Very rude and asked like I was stupid and wanted to argue with me and would cut me off while I was speaking. Here is the service tech I spoke with
Vijaykant R
Vijay_Kant@Dell.com
Dell | Executive Customer Support Team
Phone +1 800 624 9897, Extn: 72-83898
I cannot believe any company would have someone like this person working for them. Because of the treatment I received from Dell I am no longer a customer. I though customer service was there to keep the customer happy and want them to come back again and again. Instead it seems Dell wants their customer service reps and management to run off all their customers.
I have been a customer of Dell for quit a few years, less than a year ago I bought a Alienware gaming system and Venue 8 Android tablet. About 5 months after I purchased them, I ran a routine system check on Dell.com and it found a bad spindle in my DVD drive, they sent new one and it works fine, however my tablet was charging a little slower than it was, and I started getting an error message stating insufficient charging current, I I contacted tech support and we tried a couple of things to no a avail. Finally they said they would send it to service depot to have it repaired. That was the biggest mistake I ever made. After about 2 weeks I receive my tablet back with notation they replaced motherboard, touch screen, and reinstalled os. I open the box and plug it in for 2-3 hours and ry to start it. Nothing would not turn on, called tech support and again we tried a few things but nothing happened, so I was asked to send it back to service depot, I did and when I get it back it starts up,and says battery 20%. So I put it on charge and left it overnight to get a full charge. Checked it next morning, turned it on and it still read 20% charge. So I checked the battery in settings and at first it said plugged in but not charging, after a couple hours and 2 calls to tech support it reads discharging. I called tech support again, and they said they would send me a new one, so I waited for the email with the dispatch information, I get an email stating due to a technical issue we can’t process the dispatch number, kindly give us 24 hours and after we will send dispatch information. I waited in the meantime I get a call from tech support saying they could send my broken tablet back to the service depot, I said that I was waiting on dispatch information for a new tablet. 2 days later I get another phone call, this ti e saying they were sending me a refurbished unit, I said why are you sending me another broken machine. I said listen I sent my tablet to your technicians with a minor charging issue! I got back a nonfunctionaltablet, so I sent it back to your technicians and on e again I get back a nonfunctional tablet. I asked why they couldn’t send me a new tablet as it was your technicians that broke my tablet. Got no response except we are sending you a factory certified refurbished tablet. I said I just don’t understand why you are sending me a refurbished tablet especially since it was your technicians who took a functioning tablet and gave me back not once but twice a non functioning tablet. Again no response, so I asked if I could speak with a manager or someone higher up about this, he said would do me no good, they would tell me the same thing. Then he said i will be sending you email with dispatch information, have a nice day and hung up on me. If someone from corporate does read these, I will never purchase another Dell product. I thought Dell would stand behind their products, but I guess I am wrong again. Anyway if you do read this I would like to have someone contact me via email and I can send phone number or other information needed. I will not recommend Dell ever again to anyone.
Have a nice day.
Ordered Alienware- cannot get any info from the Dell reps in India about tracking number, shipping dates, etc. Told me shipments going to APO cannot be tracked within the U.S. and wouldn’t tell me where shipment originated. I have sent several packages to my son at Bagram AB and all were tracked by post office from origin to APO in Chicago ( last point where items ship to overseas destination). Gave me several tracking numbers, all invalid. Told me one shipment was by DHL and another via Post Office but none of the tracking numbers worked. Horrible customer service. Tried to call Corp HQ but their numbers all take you back to India, where you get illogical, incomplete and inaccurate info.
Anyone have a phone number to an exec at Corp HQ that actually gets you to someone who can understand you and give info that makes sense?
Executives
CEO: Michael S. Dell
CFO: Brian T. Gladden
COO: Stephen J. Felice
I hope that the guys at the top read or receive a copy of this!!!! I’m so frustrated with technical support and being transferred to 15 different departments to even have one question answered. If you take care of your customers, you wouldn’t get such hate emails about your product!
I bought a Dell Latitude from QVC, and went to Premier Tech Support for issues I was having with. It was almost to the day, 6 months later, that I find out it is registered to a Dell employee!! I guess they waited 6 months for hack all my information! I have been on the phone for 3 days now with Tech Support and QVC to resolve this, but to no avail, I still have not retrieved any resolve. How does an employee of Dell register a tablet in their name and then have it sold to the public, then almost exactly 6 months to the day, my tablet starts to shut down, saying I need drivers and updates, etc., then the screen goes black while a Premier Tech is working on it!! How does this happen????????? I’m mad as hell and wish I had never bought a Dell! Believe me, if this is not resolved, I will never buy another Dell product and will encourage via public social media of my situation so they know never to buy a Dell!!!
Dell is absolutely the worst company ever!!! I ordered a computer online from dell.com on 9/24 and later got an email from Dell stating that they needed to verify the card. I went back into their website and the order status was pending. I put in my card number again and then got an email back from Dell stating my computer had been shipped and it had a tracking number. I checked the tracking number and it said that the computer should be delivered on 9/27. I checked again the tracking number on 9.26 at night and it still said that the computer was scheduled to arrive on 9/27. I checked the tracking number on 9/27 early morning and it said the company had asked for the item to be returned. I called Fedex and they said that Dell had asked for the product back and to contact them. I called their number but it said their hours were monday through friday. I called back on Monday and spoke with about 20 people in who knows how many departments and they said I would get a refund when Dell gets the product. which could take 3 to 5 business days. I called again today on 10/1 and spoke with customer care, verifcation and the credit department and spoke with supervisors in each of those departments and they said that I didn’t verify the payment as they had requested. They also said they had called my bank and that my bank said the transaction was fraudulent and that is why they had asked for the computer to be returned and that it could take anywhere from 10-12 business days to get my refund. I also asked to speak with Corporate and they wouldn’t give me a phone number to them. I called my bank and they said that Dell took out the money the same day and that they had never been contacted by Dell as Dell claims and that they would never tell Dell that there was possible fraud and if there was they would contact me. They did a conference call with Dell with me and Dell said that the computer was scheduled to be returned to them on 10/3 and then they would start the refund process and that it could take 10-12 business days. I contacted the BBB and filed a complaint and I will be contacting the news station. Dell is a fraud company to take my money and not deliver a product. They lied to me over and over and I will never, ever do business with them again. I just want my money back and be done with them!!!!
Had the worst experience with DELL in my entire “DELL” history. I am traveling this Thursday and was shopping for headphones. dell.com offers the best price for (Sennheiser PXC 450 – Headphones) the item I was looking for and 6 months no interest financing on top of that. obviously that was the best option I could find for what I was looking for. I placed the order 2 weeks in advance to make sure I will receive my headphones on time. The Item was available for shipping within the week.
Few days after I went online to check the status of my order and noticed that the delivery date is 12/19/2014. This is just impossible!!!! The item is available online for purchase but will be shipped to you After 3 months???
This is not serious at all.
Well this is not it. Thinking that this is just a mistake I called customer service to check the status of the order. First of all it was a long wait time (well OK it’s normal I guess), then the rep who picked up the call was almost impossible to understand what he was saying. And don’t get me wrong English is not my first language either but I am calling customer service.
So after asking all questions to verify the info he told me that he has to transfer to cancellation department and put me on hold (even though I told him that I need to cancel my order but he still wasted my time asking all unnecessary questions).
After 10 min. being on hold another rep picked up the phone and asked the same questions to verify my information and then told me that need to transfer me to cancellation department and put me on hold. Well I guess this time the transfer failed because I got disconnected.
Went back online and found life chat option. Chose modify/cancel order option. And then after asking all those questions again guess what?? They need to transfer me to cancellation department. I couldn’t take this anymore. I wasted almost 2 hours on this!!!! Is this what you call customer service?
I called customer service this morning again. Same problem!! Finally was transferred to a department where the rep told me he is going to cancel the order but has to transfer me over to account specialist! ARE YOU SERIOUS!!!!!! OK there is definitely something wrong with your customer service. You are trying to save money by outsourcing but you end up loosing your customers.
Dell was a better company before. I ordered all my desktops and laptops from dell.
The reality is my order is not canceled yet. The status is in production and delivery date is 12/19/2014 and today is 09/30/2014. I have to go buy it from somewhere else and hopping that I still will be able to cancel this order. And honestly tell me the reason why I should ever buy anything from dell.com?
I would like to get someones attention from Dell to help me to resolve this matter. I at least deserve some explanation or at least an apologies as a long time customer.
Hayk
CEO: Michael S. Dell
CFO: Brian T. Gladden
COO: Stephen J. Felice,
Hello, I need your help with an issue I am having with your customer service reps and management. I don’t know if the CEO really reads this. If not this needs to be directed to him ASAP.
Let me began with that I have been a Dell customer for many years and I cannot believe how horrible your customer service is. I have contacted Dell to fix issues with my tablet I purchased a few months ago. I have sent my tablet in 3 different times for the same issue and it was returned to me in the same condition it was in when I sent it out. After contacting customer service more than 5 times they agreed to replace my tablet with a new one. When I received my (So Called) new tablet it was a refurbished basic model of my tablet. I paid $300 for a new tablet and received a refurbished basic $199 model tablet. After receiving the (So Called) new tablet I called Dell customer service to explain what was in the package. The supervisor I spoke with told me the tablet I received for exchange was the new tablet and proceeded to call me a liar when I told him it was not.
If anyone in the corporate world of Dell is reading this can you please contact me? You should have my contact information from this post or in your system. After dealing with this issue I will no longer be a Dell customer.
Thanks,
Mark Geary
I will start by saying that I will never buy or recommend someone buying a Dell product ever again. Like the persons above, I had issues with my Dell inspirion pc from the start. Customer service is the worst in the industry. I spent countless days attempting to get help from customer service, never being able to speak to someone who speaks english or in America. They would take remote access of my computer, make changes which made the issue worse, then try and upsell me expensive tech support for the problem they caused. I have now spent months trying to talk to an actual person that works for Dell in America with no success. I have tried for months just to get a windows 8 disk to fix my pc (which should have come with the pc), I am still unable to this day to talk with customer service or to get this problem resolved. Dell is the worst pc company I have ever purchased from.
your customer service sucks, I just brought my dell and got it on 9/18 and I had to call because I had so many problems with it and the person told me it was my fault. so I am returning it I am now waiting for the ups stickers to get email to me. also the people I spoke to are they America. I really think you need to rethink who you have answering your phones. I will never ever buy another dell, and if I don’t have the stickers for ups in a day I will be lodging a complaint with the better business bureau.
Dell has the WORST customer service. I get transferred all over the world and never able to talk to a supervisor. They have hung up on me, transferred me from 7 reps in India to the Philipines and now I find they even have people in Panama. Why doesnt Dell hire people in the U.S. to handle their customers? Cheap labor and you get bad service and Dell gets fat pockets from people like us who keep buying their product. Well, I will NEVER purchase anything from Dell again and I hope others will follow. Shame on Dell and their corporate money hungry execs for selling out the American people to cheap labor.
I just bought my Dell XPS 8700 in January of 2014. I have had absolutely no fall help from theDell tech that I have been dealing with over the last two weeks. I specifically told him I DID NOT want him to do exactly what he did To my computer. I have gotten the run around for two weeks. Can someone please help if they figured out who to contact about the problems they run into with the tech team.
Thanks in advance.
I have print screens with dates and web addresses on them of my warranty dates. After someone worked on my computer, after verifying my warranty was good until 9/4/14, he said to call back if there’s still problems and it would still be covered under warranty since the same issue (this was a couple weeks ago). Tonight I had to call because it is still happening and want to make sure it is the same issue. I kept getting transferred and while having the dell website verify the warranty page, a guy with dell argued and said it shouldn’t still be covered??? So I had a weird feeling and did a print screen of my warranty. He transferred me somewhere else and she said my warranty expired 5/11/14 and I needed to buy an extended warranty. So on a separate tab I opened the same warranty verification page up and guess what….THEY CHANGED THE WARRANTY DATES WHILE ON THE PHONE WITH ME. I am trying to figure out what to do, I still have both tabs on my computer opened with the two different warranty dates and I have print screens that show the same printed date, same EXACT web page, but two different warranty dates….it all shows my service tag also. How far can I take this? This is unethical and I will take it however far I can go with it.
Dear Mike Dell:
(I feel I can call you Mike since I’ve spent at least 20 hours trying to persuade my Dell Inspiron to work by calling your minions both here and in India.)
Between “Checking Media Fail,” freezing up, seeing, “Your PC ran into a problem and needs to restart,” and “Critical Process Died,” I have decided (believe it or else) that Dell is not the way to go.
After 16 calls and no help, I’ve been asked to do a cautionary article on Dell and its failed tech support for the New York Times. If anyone at Dell, alive or dead, wishes to leave input, see my email address e
Richard
To all executives of Dell;
CEO: Michael S. Dell
CFO: Brian T. Gladden
COO: Stephen J. Felice
I have a problem that no one is willing to take responsibility for or ownership of and I’m getting nothing but a run a round from both Customer Service and Custom Support. I opened this issue while the machine was under warranty, the problem has NEVER BEEN RESOLVED. 4 months later!!!!! I’m sorry, but this no way to run a business. The details are as follows:
I purchased an Inspiron 7720 (17R SE) last year. This machine failed, the motherboard was replaced twice, the keyboard once, all under warranty. The machine is completely dead and was still under warranty. I contacted support while still under warranty and they told me they couldn’t make any further repairs and would send me a replacement. I informed them that it need to meet the following minimum requirements to meet the current specifications or exceed them. QUAD CORE I7 2.4Ghz – 3.0Ghz, 17 inch screen with 1080P resolution, and 2GB NVida video card.
The replacement they sent had was an inferior machine of lesser capability (DUAL CORE I7 1.7Ghz ) with a touch screen that didn’t work. When I contacted support yet again that this machine was inferior and that the touch screen didn’t work, they sent me a replacement. The replacement was the same identical inferior machine although the touch screen worked this time.
This has been going on for over 4 months, now they claim everything is out of warranty and they can’t help me. I’m getting nothing but a run around. In fact any time I try to get a resolution they hang up on me.
So either make this right and provide an equivalent or BETTER machine, or give me my money back which your Custom Service & Support Team give me every excuse as to why they can’t.
I was a loyal Dell customer purchasing many systems over many year. If this is not resolved I will never buy another Dell product again, ever and will tell everyone I know that Dell doesn’t stand behind their products.
I will be sending a certified, signature required letter to all three of you.
Yesterday was the 2nd time I have phoned Dell in 8 years. I have attempted to
contact Michael Saul Dell to tell him what an incredibly positive experience I have
had with Dell. The first call was regarding the replacement of my battery/cord
after I purchased a defective battery from Fry’s in Palo Alto (what a hassle!). My
order was handled professionally and with great care to see that I received
the right order. It was a real pleasure to get the right cord and battery after the
fiasco with Fry’s. I will never shop there again. No one cared.
Everyone cared at Dell. Customer service was seamless….I am in good hands
with Dell. Products are superb and long-lasting.
Yesterday I experienced the best customer service/technical support with
with “ASH” in Nashville, Tennessee, a Dell technician who works in the virus
division. Unfortunately I had been scammed by a pseudo-Microsoft
company in Costa Rica (I should have known better) that caused all sorts of
problems on my workhouse Dell computer—love, love my Dell!!! It is the
perfect size, helped me tremendously, no problems. I will always come
back to Dell, given the quality of the computers, product lifespan and reliability and now the computer technical support/service.
My service technician was knowledgeable, caring, kind and professional. He
assisted me in ridding me of the virus caused by that scam company
in Costa Rica. I cannot say enough good things about him. If Michael
Dell went undercover as in the show “Undercover Boss”, this employee
would be rewarded and commended for his fine work and loyalty to the
company.
He just cared and helped me get my Dell back to normal before the
scam. It is running like a top…a dreidel…humming along allowing
me to do my work and email.
I have never had a better customer service experience in my entire life
and I am 61 years old! I told a friend about it yesterday and she is going to
buy another Dell as a result.
“ASH” alleviated all my concerns regarding the poor work done by
the psuedo or “fake” Microsoft company that caused problems on my
incredibly reliable, workhouse, my Dell notebook computer. I paid $150 to
that scam operation. Ugh!
“ASH” is an outstanding asset and Dell employee. I will remain a loyal
Dell customer after my very 1st service call in 8 years. I am impressed
that Michael Dell took the company back and made it private and he
is correcting previous issues which I have never experienced.
I often joke that I need a laptopectomy, but in reality due to Michael Dell
and his outstanding company and Dell employees such as “ASH” they
both have assisted me profoundly, deeply, personally and professionally
in ways that I cannot convey in terms of gratitude for my Dell computer,
that little gray workhouse is inexorably a part of my life and family.
It was the best customer service experience in my entire life talking
to and getting such caring, professional service yesterday from Dell. Thank goodness
there exists such a remarkable US company that employs and
assists so many people and provides employment globally and domestically
It is clear that the Dell knows how to attract, retain and treat employees well
just given my small interface–2 calls.
I just knew from my 1st call then my 2nd call. I knew I was going to get
my computer needs met–everyone has been so helpful and friendly.
I really appreciate my positive experience with Dell!
I am humbled and impressed with Dell and the quality of its employees,
products and computers.
What a BULLXXXXX XXXX-N-Blow story!!!! Who paid You to write that horseXXXXX!? When You call Dell, You NEVER get anyone is the US!!! The people that Dell has hired to handle their customer issues will be the downfall of the company. I guess I’m m not the only one who keeps getting transferred from department to department stating that they will be able to assist You. For my 3rd time being on a call for Two and a half hours I finally got pissed off and hung up on them. I will be calling them back again after I cool down and tell them to come get this piece of XXXXX that I just purchased and I will never put up with their XXXXX again!!!
Totally agree with you! The LAST thing a company should do is OUTSOURCE customer service! It is IMPOSSIBLE to get someone in the US to answer a customer service call! My LAST Dell purchase!
My wife purchased a Dell Inspiron 15 on June 29, 2014. We started having problems with it almost immediately but attempted to fix the issue ourselves. My wife contacted Dell Tech Support and after spending an hour and a half with Tech Support, the tech started diagnostics and told her he would call back later. After a half hour to 45 minutes, she stopped the diagnostics and rebooted the computer. No call back. We’ve reset and reloaded the system but the same problems occur. Here are the problems we’re having.
First, the hard drive makes clicking sound intermittently and crashes the laptop.
She has design software that requires a dongle in order to run the pc and, again, intermittently, the USB port will stop recognizing the dongle and the whole system freezes. She has tried to use different USB ports but they are all inoperable. The only way to fix it is to reboot. This, of course, loses all the work she has done up to that point.
Often, when she is accessing other programs, the system will freeze and she will have to reboot to get it working again. No error messages, nothing.
Then, about a week ago, on her first boot of the morning, everything freezes. Guess what? She has to reboot again. The system freezes about 15 times per day.
Today, I contacted Tech Support and finally spoke with Gene. They, of course, had to do another diagnostic. No issues since the computer was working fine at this point. He told me after an hour that it was a software problem. Transferred me to Software Tech Support.
Spoke with Anil and, after 45 minutes, told me it wasn’t a software problem but an OS issue. He also stated that the instructions Hardware Tech Support gave to reload the system were incorrect. He said I needed a Recovery Disk. He then transferred me to Hardware Support again.
The first guy, Jacob, said I had to go through the diagnostics again and hung up on me. I spoke with John and told me he’d get on the my laptop and do the recovery now. Needless to say, I said no because I needed to backup the system first. He emailed me the instructions. and told me I needed to speak with Customer Care about my experience. He transferred me to Customer Care.
Spoke with Sohit at Customer Care. He said that he cannot do anything and that I need to speak to someone at Tech Support. He told me that the manager at Tech Support can approve a replacement laptop and that I should ask for a manager immediately.
Finally got hold of Tech Support and spoke with Tony. I asked to speak with a manager and he refused. I repeatedly asked him to send me to a manager and continually refused. I asked if he could approve a replacement laptop. He said no. I asked if his manager could approve a replacement laptop. He said yest but still refused to forward me to his manager. I explained everything, yet again, and told him that I believe the problem is the hard drive, memory, USB ports, or the motherboard. He said that I was probably correct. He put me on hold for 10 minutes and told me that they would not replace the laptop, only the parts. He also told me that they would replace the parts that I determined to be the issue since that probably was the case. I told him that this was unacceptable and I wanted to speak with his manager. He kept repeating the same thing over and over again about replacing the parts and, after almost an hour, sent me to his manager.
I spoke with Claire who gave me the same runaround and refused to replace the laptop. After about 10 minutes, she transferred me to her manager, Lisa.
Lisa also refused to approve a replacement laptop. When I told her that this was unacceptable and because of all of the issues I’ve been having with this laptop, that was the least she could do. On at least five or six times, she repeated the policy that she had to, supposedly, adhere to. She refused to replace the laptop. After five minutes of silence she said she would see what she could do. She transferred me to Aldo who immediately transferred me to Mark, the Operations Manager.
Mark basically said the same thing and refused to replace the laptop even though there are ways to override the system. He also repeated the same things trying to sound understanding but was mostly irritating. No resolution thus far.
So, after spending 4 1/2 hours on the phone, nothing got resolved. My wife’s laptop is not fixed and the only thing Tech Support is doing is sending me a box.
My wife is a die-hard Dell customer but, after this fiasco, wants to buy ANY computer but a Dell. For anyone that knows my wife, she sticks with a company almost always if she’s satisfied. She even convinced me purchase a Dell when I was ready but, now, I will go with someone else.
Dell’s Tech Support used to be second to none but has really proved to be totally inept now. They would rather lose lifetime customers in order to make a few bucks. It’s really sad to see how Dell has deteriorated. I doubt if anyone will do anything about this issue. This comment will probably go nowhere, just like Tech Support.
Regards,
Rich
Very Unsatisfied Customer
Sub human treatment by Lisa Rolls Dell’s regional account manager. As I as trying to purchase 10 PC units, she canceled my order on the basis that she could not verify my US identification after upon her request she was sent copies of my drivers license, bank card and legal immigration permanent resident card. Bias and narrow minded and too lazy to do the job. She went to the extend of sending my a fake order confirmation and shipping record while my bank says the order was never processed. By now dell should be accustomed with different accents and names as she commented on them upon initial phone contact.
Imagine my disappointment seeing so many complaints about Dell Customer Service. I am on my second hour – today!- with someone named Bernard who has been useless. We bought a service plan, had several reps to the house and the last one broke the laptop. We were told to send it in to Dell. They have now accused us of breaking it and said they will send it back broken. This is a travesty. I need a call immediately. I have wasted over 4 hours on the phone with this ineffective organization. I can be reached at 603-785-XXXXX.
I wish I had read these comments before I bought my DELL JUNK – I bought mine from the gentleman on QVC in December I only had this for 6 months and haven’t used it much. One day I starting noticing spots on the screen in various area middle, top, side they were spreading and getting bigger everyday. Called Dell they said no problem send it back and we will fix it. Wow I was impressed and there was were it ended, now to the nightmare. I got a call they will not fix it because I spilled something on the screen, I told him that was a LIE and wanted to try to communicate with someone in English, no surprise Dell does not have anyone that speaks English – SHAME ON YOU! He also said something was spilled on the screen and for a charge they would fix it WHAT I did not spill anything on my screen so I wanted him to prove it to me what kind of liquid was on the screen. Second excuse he said it was the liquid crystals on the screen breaking down- well I didn’t build the computer and it must be an inferior product. Now to the third excuse for not repairing the computer I must have stacked things on top and could crack – CRACK where did that come from I never mention that word. Well I got on the QVC website and wrote a review warning future customers not to buy this product and how I was treated at least QVC reaches 15 to 20 million homes this is the best warning I can give. Stay away from this product First time buyer last time buyer. People did warn me I should have listen
PS I DO NOT LIKE SPEAKING TO NON-ENGLISH REPRESENTATIVES!!!!!!!!!!!!
Michael Saul Dell,
In the interests of time please reference your email account number 688309961 to me dated 8/10/2014 regarding my gross dissatisfaction with anything to do with Dell’s customer service department.
My daughter is on the phone now entering the THIRD HOUR of tech support! this laptop has caused her nothing but grief, and after tens upon tens of hours on the phone, your support people have not figured out what the problem is, nor suggested a replacement, which was part of our paid-extra-for extended warranty
College starts in two weeks, and I would appreciate your assistance with coming to a mutually beneficial resolution to this problem.
I can be reached at 908-310-XXXXx, and you have my email.
Kindly direct your immediate attention to this matter.
Thank you.
I am not a customer yet, and I doubt I will be based on what I’ve been through with your AlienWare sales staff. I was a potential customer that was willing to spend upwards of 6k for one of your computers. NO MORE.
Reason: I chatted a few days with with a sales person named Charmaine Eunice Lloyd. I requested a couple of quotes. She did a good job and sent me the quotes promptly.
Later this day, after I reviewed the quotes, I got back on line and chatted with a sales person named Ramon Alcala (chat transcripts attached to bottom of this complaint.) Mr. Alcala insisted he would send me a new quote for the computer I wanted to order. (we were on chat for about two hours as I explained, in detail, what changes I wanted to make. Two hours after we ended the chat I had not yet received the revised copy of the quote. I got back on the chat line and contacted salesman Peter D. who informed me there was no revise quote. Unable to resolve the issue, I requested to speak to a supervisor. I was handed over to Jeffrey C, who identified himself as a supervisor. As I was about to end the chat due to non-action, Mr. C informed me that Mr. Alcala claimed he had sent me the revised quote. (I had my email open at the time.) As soon as Supervisor said that to me, I received the supposed revised quote. I got off chat and reviewed the quote that Mr. Alcala sent. It was TOTALLY WRONG. I got back on the chat line and requested, again to speak to a supervisor. This time I was chatting with Kenneth, B. I insisted to speak to a supervisor. This person ended the chat session. He did not allow me to chat with a supervisor. I then got a phone call from number 214-446-9820 and spoke to a man who identified himself as a supervisor. He did not sound like a supervisor. He told me to send a copy of the transcripts to him at us_dhs_chat_reply@dell.com, and that he would review them and make the changes. I asked him to call me back as soon as he received the information from me that he requested. I waited for a prolonged period of time. When I realized this supposed supervisor was not calling me back to confirm he had received the information I sent him,I called the number aforementioned. To my surprise, it is not a working number. I will be attaching the transcripts so you, as a company, can address this issue. You have lost me as a customer and I’ll make dang sure that non of my friends buys anything from you. Thank you. If you’d like you may call me at; 806-445-7823. PLEASE READ THE TRANSCRIPTS!! I am not a customer yet, and I doubt I will be based on what I’ve been through with your AlienWare sales staff. I was a potential customer that was willing to spend upwards of 6k for one of your computers. NO MORE.
Reason: I chatted a few days with with a sales person named Charmaine Eunice Lloyd. I requested a couple of quotes. She did a good job and sent me the quotes promptly.
Later this day, after I reviewed the quotes, I got back on line and chatted with a sales person named Ramon Alcala (chat transcripts attached to bottom of this complaint.) Mr. Alcala insisted he would send me a new quote for the computer I wanted to order. (we were on chat for about two hours as I explained, in detail, what changes I wanted to make. Two hours after we ended the chat I had not yet received the revised copy of the quote. I got back on the chat line and contacted salesman Peter D. who informed me there was no revise quote. Unable to resolve the issue, I requested to speak to a supervisor. I was handed over to Jeffrey C, who identified himself as a supervisor. As I was about to end the chat due to non-action, Mr. C informed me that Mr. Alcala claimed he had sent me the revised quote. (I had my email open at the time.) As soon as Supervisor said that to me, I received the supposed revised quote. I got off chat and reviewed the quote that Mr. Alcala sent. It was TOTALLY WRONG. I got back on the chat line and requested, again to speak to a supervisor. This time I was chatting with Kenneth, B. I insisted to speak to a supervisor. This person ended the chat session. He did not allow me to chat with a supervisor. I then got a phone call from number 214-446-9820 and spoke to a man who identified himself as a supervisor. He did not sound like a supervisor. He told me to send a copy of the transcripts to him at us_dhs_chat_reply@dell.com, and that he would review them and make the changes. I asked him to call me back as soon as he received the information from me that he requested. I waited for a prolonged period of time. When I realized this supposed supervisor was not calling me back to confirm he had received the information I sent him,I called the number aforementioned. To my surprise, it is not a working number.
Dear Mr. Felice:
This is my final attempt to reach someone at Dell regarding an issue we are having with our brand new Dell computer.
Our computer came pre-loaded with Malwarebytes Anti-Malware software. It does not function properly. It continues to display in the bottom right corner of the screen telling us the database is out of date. We have selected the update feature – NOTHING. We have tried closing it – NOTHING. We have tried removing it through the add/remove software programs – NOTHING. What do we need to do to get this removed? I absolutely refuse to pay $89 for software technical support when it is not something that I installed. It is something YOU did and I expect YOU to fix it.
I have already invested over 2 hours and 7 phone calls trying to reach someone who can help me. Each and every time I get put on hold, transferred numerous times, and sent in circles. I have asked to speak with a supervisor and been put on hold for over 15 minutes – at which time I finally hung up. How do I get to speak to someone whose first language is English? I have repeatedly asked them to talk to someone at the corporate headquarters and have been told they are a call center and don’t have any phone numbers. Do you truly not have phones in your offices at Dell?
It would be nice to be able to talk to someone at Dell who can help me since this will be your last chance at retaining a customer, but I won’t hold my breath.
Thanks for choosing Chat to assist you in making your purchase on Dell.com. A Dell.com Chat Expert will be with you shortly. Check out current deals at https://deals.dell.com/.
11:44:52 PM System System
You are now being connected to an agent. Thank you for using Dell Chat
11:44:52 PM System System
Connected with SUP_Jeffrey C
11:45:38 PM Agent SUP_Jeffrey C
Welcome to Dell.com Live Chat! I hope you are doing well and thank you for waiting. My name is Jeff. How are you today? How may I help you?
11:46:16 PM Customer geanine
I chatted earlier with another agent have one question I was told when my computer has a issue they are suppose to tell me what the problem is? is this correct
11:46:52 PM Agent SUP_Jeffrey C
Hi. Yes, as long as you have warranty on it.
11:47:17 PM Customer geanine
I have a warranty but not for software as I just found out
11:47:57 PM Agent SUP_Jeffrey C
I see. What software are you referring to?
11:48:11 PM Customer geanine
the kind that comes with the computer
11:49:05 PM Customer geanine
there is hardware warranty which I have but there is also software warranty which I didn’t know I even had and it expired
11:50:32 PM Customer geanine
hello?
11:50:57 PM Agent SUP_Jeffrey C
Oh I see. You can first check with our tech support.
11:52:16 PM Customer geanine
ok when I purchased this computer how would I know that dell offered me a 3 month free warranty on software and does dell inform you when the software warranty is running out
11:53:43 PM Customer geanine
or send you an alert saying your software warranty is running out. because I didn’t even know I had this
11:55:26 PM Agent SUP_Jeffrey C
It is automatic when it ship out, it will include 90 days premium phone support if you choose the initial warranty.
11:57:32 PM Customer geanine
yes DO THEY ALERT YOU WHEN ITS RUNNING OUT OR IS THAT HOW THEY GET YA TO PAY FOR REPAIRS BECAUSE YOUR NOT COVERED ANYMORE
11:58:31 PM Agent SUP_Jeffrey C
There’s no alert for that.
11:59:29 PM Customer geanine
OHH SO THATS HOW THEY GET YA
12:00:57 AM Customer geanine
GLAD TO KNOW THAT NOW I KNOW I WILL NEVER BUY ANOTHER DELL SCAM ARTISTS. THANK YOU FOR THE INFO THINK I WILL POST THIS CONVERSATION ON THE DELL SITE WITH ALL THE OTHER COMPLAINTS. INTERESTING
12:02:57 AM Customer geanine
THANK YOU HAVE A GREAT DAY
nice customer service dell has this is how they get you with warranties
Today at 10:01 PM
Dear sir,
I purchased a new laptop in Feb of 2014 Dell came highly recommend to me and lets just say it has been the BIGGEST DISAPPOINTMENT I’ve even had to encounter. First off my brother had this built online for me got everything I wanted. Then come to find out the crappy software that is used is only good for 3 months!! Are you kidding? So I called multiple times to get the microphone issue resolved which I used a handful of times and now no one can hear anything I say!!. So I said well I better back up the system well wouldn’t you know IT DOESN’T EVEN BACK UP!!! so much for saving what’s left up this WORTHLESS DELL. I don’t enjoy paying $900 for a computer that lasts 5 months and had issues from day 1. That’s $180.00 a month rental fee! Doesn’t seem very good to me. When I bought this it had a web cam and what do you know some genius tech didn’t even install the software for it. Another thing the drivers were not even UPDATED when I bought. I spend more time on the phone than the computer!!! Then I said to the rep How was I suppose to know the software warranty ran out I didn’t even know I had it!! But as Dell has informed me it’s my fault! Had tech take over my computer on fb to see if he could fix the microphone issue and what do I see him doing he’s in my private MESSAGES what was he doing in my messages there was nothing in there that will fix the microphone issue!!! Wasn’t happy at all. after an hour still not fixed. Then they tell me well for $149.00 we can fix it for you and sure you can. or $249.00 for a year of coverage on top of the 900 for the computer. That’s crazy! I have a Toshiba I bought at Walmart for $400 and heck the software is still working unlike DELL SOFTWARE. Will be going back to a different computer and not a DELL. So are you willing to fix this issue or not or do I have to file a complaint which I do not wish to do.
Thank You
Unhappy Customer
Geanine Sherwood
Dell support is an experience of extreme incompetence. I have chosen to only talk to them via Costco Concierge service which I paid extra at time of purchase so that I have additional notes and so Dell can not call me a liar which they have attempted at least three times with disputed warranty ending dates.
The repair depot did not repair it and now my laptop has even more problems than when I sent it to Houston. There were blue screen crashes while still on the repair bench and it is noted in the event messages and they still sent it back to me in non-working condition.
The support services are totally dysfunctional and at best pure wrote as the technicians obsoletely do not know what they are doing. They have intentionally hung up on the Costco representatives several times and it is all doXXXXented in my case file.
Trouble is Dell does not provide an advocate to help customers who do not get help from their customer service. Dell is no longer backing their product and they will now have Costco to answer to in my case as they will be taking further action on my behalf.
I buy dell mini cn 0x605m1296105100a8a00 same day hardisk fault.
I contact dell they say we dont have new hardisk.
We give u refurbished after few months harddisk not working now I will case in consumer court on ur company and add these on times of india .
Also in hp.samsung.lenovo.asus Facebook and Twitter page.
Harry india
Cell 956015XXXXX
Keith Reagan
XXXXX Quaker St
Eureka CA
95501
June 23, 2014
Dell Inc.
1 Dell Way
Round Rock, TX 78682
Michael S. Dell
Brian T. Gladden
Stephen J. Felice
To whom it may concern:
I have been a loyal Dell customer for 25 years. I have badmouthed Hewlett Packard and Gateway and praised Dell year after year. Until 2014.
I went online today and logged into Dell with my Service Tag #. All I wanted to do was to download the “install disc reinstall file” since you stopped including the install disc with new systems. (?!) My laptop is infected with malware. I want the install disc/file. I don’t know why this was so difficult but the folks in Delhi and Peshawar were certainly confused.
I had difficulty with the download for some reason, chatted with two agents then called in. I spoke to TEN DIFFERENT PEOPLE, got hung up on three times — the last when I was waiting to speak to a supervisor. I had given up. I no longer wanted the .iso, I just wanted someone in authority to be aware of the problem.
I worked in a supervisory position for years, first in a residential security company then in several academic libraries. I’ve supervised dozens of people and I understand the problems. When I ask for a supervisor, I am asking to speak to someone who is in the kind of position I was in for 25 years. This is the person you go to when nobody else seems to know what they’re doing. The supervisor sounds reassuring then makes sincere promises, then maybe says something to one of his people. The customer’s immediate need will be addressed or the customer will be otherwise assuaged. But nothing really actually changes.
Sir, you have a structural problem in your organization. Your phone and support people are dreadful. No one can “help” you, but they will now connect you to someone who can. Click.
Over the course of two hours now gone from my life, my laptop is still at death’s door, I have no .iso image and I’m about to stroke out due to the horribleness of your phone system and tech support..
The phone system and these people are the first things your customers, with problems, are confronted with.
In libraries, I dealt with technical problems as well as people problems. It was a technical library position creating and managing an online collection of readings for a particular semester.
In my encounters with tech people I came to realize that they are invaluable at what they do, but have difficulty communicating with laymen. There are things that might require more of a right-brain approach as in, say, communicating with your customers by, e.g., designing an online menu system. That’s where I would start, with your telephone tree. But the real problem is if and when you actually reach someone because, as I said, it seems as if the only thing your staff can do is transfer calls to other agents and hang up. Those were the highlights I remember.
Unfortunately, I probably will stick with Dell, despite my fit of pique. They’re good machines and well designed. And usually they run long and hard so that we, the consumer, do not have to have the horror of your “HELP” system.
Best of Luck,
Keith Reagan
On Friday, June 6th (yesterday) I purchased, by phone, a New Inspiron 15. Later that evening I saw, on line, a higher priced model that was a step up from the one I ordered. It had more of what I was really looking for in a laptop. I then called my agent who handled the sale to change the order for the higher priced New Inspiron 15. There was no answer on his extension, a recording said to leave a message. I called another Dell number and was directed to the department that handles changing orders. By that time it was too late and a recording said they were closed for the day. Realizing how important it was to have this taken care of I again called the number that directed me to the department that was closed. She gave me a service request number and told me to try another number tomorrow (Saturday). When I called, today Saturday, I was told that it was already to late, the laptop was shipped and that I would have to wait for the delivery and ship it back and then place my order for the model I want. I do not believe that it was too late to stop the shipment from being sent. This change request originated on the same day I ordered the laptop, and carried over to the next day because the people who handle this change process were gone for the day. I was also told the promotional price for the laptop I want may not be there and I could be paying more due to the time it will take for shipping back and forth. I cannot believe this is the way you do business. I have purchased, in the past at different times, two Dell laptops an Inspiron E1705 and an Inspiron 1525 as well as different accessories all on my Dell preferred account card. This model I am writing about is also on my preferred account card. I would appreciate any assistance as well as a response as soon as possible in order to keep the model I want at the same price.
Anyone else having repetitive problems with the Inspiron N5100?
We all need to ban together and start a class action suit. we have had so many service calls and replacements that it is all becoming a blur and no fix lasts more then 3 months. Technical support barely speak english and take hours of phone calls to even get to the point of having a tech sent out.
Lets all contact Dell’s Board of Directors with our complaints, especially concerning Customer Service ! I did, but one email is not going to make a change. [Name of Appropriate Person or Group shown below]
c/o Board Liaison
Dell Inc.
One Dell Way, Mail Stop RR1-33
Round Rock, Texas 78682
Or e-mail at:
Board_of_Directors@dell.com
The following executives are the main ones I think would be more interested in what their customers are saying….
Michael S. Dell = Chairman of the Board Chief Executive Officer
Peter A. Altabef = President Dell Services
Steve H. Price =Senior vice president, Human Resources
Steve Felice = President, Consumer, Small and Medium Business
Dear Sir,
I have bought a Dell Laptop (Express Service tag 33023384893) 18/03/2014, and this product’s warranty is expiring on 17/04/2014, i have bought it in 67,000/-, after expiring 1 year warranty company is providing additional warranty for 2 years at 11,999/- (after this price there is 15-20% discount)
1. i have called the company on 18/04/2014, regarding extending the warranty, they said they will send email to me with quotation, then i have to pay for it, then warranty will be extended
2. they never called, then i call them again on 22/04/2014, same things happen again, no return call or email
3. then on 28/04/2014 i called again, then they said same thing and send me email with quotation, but without discount price, i replied them to send me discounted price, nothing came in return no phone call or email,
4. then on 05/05/2014 i call them again, and asked them about same thing they said that NOW PRICES ARE DIFFERENT THEN MY LAST 2 CALLS, they give no reason, they denying everything with last 2 person said to my, they have removed other 2 options from warranty, before there were 4 options for my laptop, now when i confronted them they saying there are only 2 options left if you want to buy then buy or leave, you can go ahead and launch complaint, we also have legal persons who will take care of things
1st email
· Two year Complete Cover (Accidental Protection Plan) + Premium Phone Support : Rs 12,999/- only (Inclusive of Taxes)
these prices are without discount, all 3 peoples from the same company have accepted that there is a discount, but they can not send it in written, but they are denying it now
i have chosen 1st option from that list
now they are saying you can not buy this, because we will not give you this
(i confirm again, when i called first time, they check my system it was out of warranty, then they given me options, and price)
when i confirming them or confronting them, they denying, they changed options, they changes price, they changed rules
RESOLUTION
i want to buy this
Two year Complete Cover (Accidental Protection Plan) + Premium Phone Support : Rs 12,999/- only (Inclusive of Taxes)
on discount price, which will be 10-15%
so please take any action, if you find it true,
i am attaching my email, and phone conversation recordings,
if you think i am right then support me
link for attached doXXXXents
dl.dropboxusercontent.com/u/21542505/Dell%20complaint%20doXXXXents.zip
Costumer care number : 18004250088
my new dell computer has a few problems…..your indian rep asked me to call 800-822-8965 which I can do…..or I could contact the Secretary of State of Texas and lodge a complaint also….I can be reached at 678-997-XXXXX if you would like to help a customer-client and be responsible. thanks
The technical support from Dell in Texas is poor and incompetent. I sent in a laptop for repair. The very long telephone prompting asks for the service repair number when quoted they claimed they sent it back in September, no year is mentioned. The laptop in question was sent by FedEx in April 22, 2014. I spoke to agents in India, Philippines, Panama who refused to take my phone number and get back with information. They hung up on me repeatedly. Last night the agents who wrote emails claimed that the technician who does the repair is out until May 8, 2014, I received a phone message just now 5/8/14 @ 12:30 PM stating the laptop was repaired and was sent out by FedEx. The conflicting information is horrible. I cannot trust Dell. I would never buy another Dell product and I will inform all my associates to do likewise. I will share the emails with everyone to ensure my friends and associates do not go through this poor customer service. I sincerely hope the Corporate Office is aware and will take steps to improve their image.
dell, no longer a company, more of a terrorist organization with indian talibani support: heil CEO Michael, you are rich now, so what?
I regret that I bought a laptop from your company. Today I spent more than 4 hours on the phone for a warranty covered issue. I got either hung ups or disconnections so many times, finally I got hold of a technician who is in India. With his accent and mine, I had to ask the technician to repeat several times before I understood him. The technician claimed that my issue was resolved (I don’t have sound from the laptop, I can’t say it is 100%, but 70% or 80% of the times the laptop is quiet). After two hours, the sound is dead again, right now I don’t hear anything from the computer again. I wasted 4 hours of my time plus the cell phone minutes. (I’m on a gophone) I don’t against your company using foreign labors because I’m a Chinese myself. The point is that because it is an international long distance call, the phone conversation either has a lot of statics or disrupted or disconnected easily. At first I thought that SHE (it was a female) hang me up, later after four or five times hung ups with some other Dell service people, that I started to realize it was bad telephone service. One person said that he is a manager with Dell, and he will get back to me after I told him my story that I’d been on my cell phone for about 300 minutes, but he never did and literally walked away from the line. Also another employee from your resolution department, lied to me too by promising to me that she will find a supervisor for me and never did. Now I’m very concerned that even with the warrant, I was treated so badly by Dell, later after the one year warranty expires, Dell can tell me to get lost. (According to your record, my warranty will expire on May 22nd, 2014) Hopefully someone on your corporate level can help me.
I thought I might be sharing something new when I decided to leave this post but apparently I am not alone. I have never left a post or review before for any product but have had such a terrible experience with Dell that I didn’t have any other choices.
I received my $950 Dell Inspiron 17R on the after noon of Thursday April 11, 2014. I powered it on and completed the setup process only to find that the internet would not stay connected. Dell aslo did not include my pruduct key for Microsoft Office which I had purchased along with MCAfee security and the laptop itself. Contacted customer service and while they were rude (and did not speak legible english), they did overnight me the product key. I have 3 Ipads, 2 laptops (1 of which is a 6+ year old Dell), and 3 smartphones, all of which have no trouble staying connected to my wireless. I tried again on Friday 4/12, and troubleshot. Saturday I was out of town and didn’t do anything at all with it.
Sunday 4/13/14 I decided I would try again only this time the screen continued to go Black and would only stay lit for 2-3 seconds. Finally I decided to call technical support. Rudest most unhelpful people on the planet! I connected with “Jay”, who certainly was not from America. Jay requested to remotely access my 72 hour old laptop and I allowed him to do so. This was a huge mistake! He pulled up a error log and discovered that a “foreign source” had been trying to access my computer since the second that I powered it on. He added that he would have to transfer me to a “Cisco certified technician” who could repair it for $100+. I informed him that I was not paying $100 to have my 72 hour old computer reapired and he asked me if I knew any Cisco certified technicians. Of course I did not, and he then said “well I guess you will have to pay to have your computer repaired”. After going back and forth for 1-2 minutes Jay finally told me to do him a favor. He then told me to pick up my computer, throw it against the wall, and hung up on me! I could not believe that any company could actually conduct themselves like this. While I was fuming trying to figure out what to do next, Jay remote accessed my computer again, without my permission this time, and deleted the log where he had remote accessed. He then rebooted my computer in safe mode and I now have a 72 hour old, $950+ paperweight.
I called back and asked to speak to a technical support supervisor and was connected with Sam. Sam, again was rude, but I told him about Jay and my laptop anyway. Sam stated that he could fix my computer, and undo what Jay had done, if he could have my credit card number and it would be $99. This time I hung up.
Of course by this time customer service was closed. I am writing this review while I’m on hold with customer service. They supposedly are going to return it at no cost to me. While customer service has been helpful I will never buy another Dell computer again!
Good Morning Sir,
I am suffering this problem last 15 days from Dell laptop company.I purchased dell laptop vostro 2520 model number on 20 April 2013 and now laptop have motherboard and fan sink problem according to the dell support team. I am also have a complain no- 891570918 and my express service code is 9975608497.
Regarding this ,3 April 2014 I talk to Mr. Al-Imran Patel(Ali) from dell support already said that this is manufacturing default of this product because this is motherboard problem and this system will replace.I also have mail regarding this. he also make Service Request Number 891570918 of my laptop.
But after some time, 8 April 2014 at 7 AM I received a call of Mr. Sridhar from Dell Executive Customer Support Team of Mobile Number:- 8039820800 and Phone +91-80-25107726 from Bangalore and telling me about only repairing my laptop parts of my system. He also pressure to me repair my laptop in Delhi only not my home. He also tell me (without any see laptop) in your laptop only fan related problem. But Mr. Imran Patil(Ali) also from Dell support tem already said that your laptop have motherboard and fan sink problem after follow the instruction and get the error code. So, I want to know what is this? This is the solution of my problem.
9 April 2014 at 7 AM Once again I received a call of Mr. of Mr. Sridhar from Dell Executive Customer Support Team of Mobile Number:- 8039820800 and Phone +91-80-25107726 from Bangalore and telling me only repairing my laptop parts of my system and refused to me to replacement of my laptop and tell me some misbehaviour words and directly said to me you can go to the consumer court and disconnect the call.
So, now this very painful for me for their behaviour. And what happens of my system. One member of Executive Customer Support Team said replaces and another member of Executive Customer Support Team said repair. So, in this situation I am the like a foolish and result is nothing.
First of All, I do not want to repair my laptop because it have very seriously problem like mother board and fan sink problem. So, I want to need replaces only because now you repair my laptop but after 20 April 2014 (When My one Year warranty has been expire) laptop also have some relative problem to motherboard then ,Who will responsible for that condition. I am also attach the copy of bill. I purchase the laptop due to better goodwill and service not for this type of behaviour.
I am trying to buy two Dell computers and networking equipment. I called yesterday and received a quote from an individual who could not wait to get me off the phone. I had questions for him but he was clearly interested in something other than my call. He sent me the quote but I had several additional questions. Quite frankly I also decided I did not want to work with him because he did not seem to care about helping me figure out the exact equipment I need. It took me over two hours to get connected in order to receive the quote and then to get in touch with a manager. I have been happy with Dell over the past several years. Their sales lines have always been awful but their warranty line has been fine for me in the past. After two hours, I finally got in touch with a manager but could not talk b/c too much time had passed and I had to attend a funeral. I specifically requested a call back time of today at 2 p.m. eastern standard time and was told that could be accommodated and they specifically noted eastern standard time. I was unavailable to speak before 2. So what happened? Of course it was too good to be true. I received a call at 1 p.m. eastern standard time and was unable to take the call. It is now 2:43 p.m. and I have been on the phone since 2:05 trying to get a live person. I then searched Dell’s corporate headquarters in order to find a phone number to call and speak with someone there. I thought corporate may want to know what’s happening in the trenches. WRONG. I was actually on hold on the small business line and hung up to call the number listed with Dell’s corporate headquarters. Don’t be fooled! It’s the number for small business sales. SO, I was taken back to the same number on which I had just been on hold. It is now 2:51 and I am TIRED of listening to Dell tell me the are “experiencing heavy call volume.” By the way, I originally received a quote for some new computers in the fall. I am now ready to buy. In fairness, I called the original salesperson and left my contact information. I gave him four days to return my call. When I didn’t hear from him, I called the person yesterday who was too busy for me. Hmmm, does Dell WANT my business? My daughters encouraged me to buy MACs. I told them I am comfortable with my Dells. However, this is RIDICULOUS and much too time consuming.
Here’s a challenge DELL. I have a small business and would like to order NOW. I have a few questions and would like a modiXXXX of help with my purchases. I want to feel secure that the Dell representative assisting me. It’s 2:56 and I just got put in touch with the call center in India to transfer me to the sales department. Isn’t that in the U.S.???? Back to the challenge….If a Dell manager wants to help me I am READY to buy. Otherwise Apple will have my business. I asked the person in India to transfer me to a manager in the small business dept. It’s now 3:04 and the very nice representative in the HOME segment dept I was transferred to promises he will transfer me to a manager in the small business department. I am back on hold. Should a possible $10,000 purchase requie three hours of being on the phone. I could hang up now and NO one at Dell would care. Michael Dell is one of the wealthiest individuals in the world.Why? B/c CUSTOMERS buy Dell products. Why not leave a legacy of a company that cares, a company with the BEST customer service, a company that wants to make other businesses better by offering not only excellent products but a sales force that encourages….It ‘s 3:09 p.m. and the nice individual transferred me to another operator who asked me if I want to buy a computer for PERSONAL use. This person promises to also help. It’s 3:13 and I’m on hold again……the saga continues. I told him I would like to speak with a manager in the small business department. I just got the voice mail..”Thank you for calling Dell…..” He told me that he can help me and if he puts me in touch with a manager, the manager will just send me back to a sales person. Really. Goodbye Dell, Hello Mac. 3:21 p.m. sales person nice ; sent me to nice manager …success at 3:43 p.m. Says he will call me tomorrow…Let’s see if it happens. There may be hope…
There does not seem to be any contact information for the Dell Corporate Offices.
I have posted on facebook but feel it is futile as the Dell people don’t seem to monitor or listen to customers. Sad to see a good company slipping so much in the ratings. I am sure sales in the future will reflect this.
I ordered a DELL PC on the 20th April and the site said delivery date would be 27th. When i contacted sales support, i was told that there would be a delay and this would be the 2nd of April. My order confirmation then said the 11th April. I immediately contacted customer support by email (x2 – no response). On April 1st I tried to ring sales support, 2 numbers on the site not working. Finally got through and no satisfaction. Delivery is expected on 11 th of April. Just a WARNING to others, buying a Dell PC online could mean a wait of up to ONE MONTH. Please do not buy Dell PC’s online – they have no respect for peoples hard earned money, and their customer support is anything but helpful. They don’t care about the product or the customer as long as the sale is made. On their site there is a lot made of customer engagement but in reality no response to customers or they do not make it easy for customers to contact them.
I wish I could find someone that really cares about us that save for a long time to make a very big decision on purchasing a computer from just the right Company. This was my very first purchase with Dell Corporation and I purchased the very expensive Dell XPS 12 9Q23 convertible tablet. I have had problems from the very beginning. The screen freezes constantly and their are no fixes or updates to fix this very annoying problem. You will be working on something important and have to shut down and restart at least three times in a 24 hour period. It also gets very hot. And now for the past four months I have burn-in screen also known as ghost screen. I had to send it away for a new hard drive after only six months of owning it. It was an extreme hardship on me. So now Dell has finally admitted to the bad screens they installed onto the dell XPS 12. But I have to have my computer every day and just can’t be without it again for two months. It is bad enough that I have a disabled husband that I have to care for 24/7 along with me having to take care of every single problem in our lives with no one to help me. I saved so long for just the right computer and Leo Laporte from my talk show on KFI always recommended buying a DELL. I am so upset and do not have another $1200.00 dollars to buy another computer. There is no one at Dell that cares about the little person. Mrs.Baggs.
Order # 546685XXXX
I believe in Dell. I had a Dell desktop for 10 years and was happy with it. I purchased a new Dell desktop in January. I also purchased Microsoft Office with Outlook software (after an exchange from the Microsoft Office w/o Outlook). The salesperson talked up the promotional Dell Financial “6 mos special financing” to which I agreed. I received a bill with financing; apparently, I was given the regular plan generating interest. I spoke to Yasser at Dell Financial on Monday, March 17. He said he would send me a confirming email but I needed to talk to another dept. first. He transferred me, I was on hold for 30 minutes (1/2 hour!!) and when someone answered he informed me I had been tranferred to the wrong dept. I called back on Tues and was transferred to the correct dept. and spoke with William. William said they would transfer the account to the “6 mos special financing” account but his supervisor would call me to confirm. It is now after 10 pm on Thursday, March 20, and I have heard nothing. This is crazymaking. . . .these service people do not speak English well and they are very hard to understand. Please expedite switching me to the correct type of Dell Preferred Account. My account # is 6879 4501 2300 3083 XXXX. Ellen in NYC
I have been having problems with my Dell crapputer since I purchased it in 2010. I have had the motherboard changed, memory chips changed, hard drive changed three times, a number of tech visits and am still having problems. Customer service sucks, management sucks, the computer sucks. Today alone, in the last four hours, the computer crashed four times. If there is a class action suite being filed against Dell, count me in.
I have just been on Phone with Dell…for 3 hours..in India
I talked with 7 people
I was promised a new provider key..new disc..my computer is not even 4 years old
I then tried to call Dell in the US
Thinking they would want to know what’s going on
Did you know that Dell only has companies outside the US to handle customer care or IT concerns
Did you know that you can’t pick up phone and talk to someone in the US
I need help please provide a number where I can talk to someone
Your customer service is the WORST
My laptop was a gift..nothing but problems
I will never own another Dell Computer
Michael Dell,Brian t Gladden,Stephen J Felice get your acts together….
Help your customers,to ensure recurring customers
Word of mouth goes along way..
You Should read the comments that are posted
What model are you talking about, we bought our daughter a Inspiron N5100 Summer of 2011 and have now lost count on the number of service calls and replacements. Sounds like all the same repairs you listed. Also looking for a class action suit or some kind of action against Dell. Their “service” is ridiculous and very unprofessional.
I second that!
Before I bought my computer I called Dell and was told ” All Dell Inspiron systems get 90 days of premium phone support.” I got my computer home and was setting it up around 9:00 P.M. A label on the box said NEED HELP WITH YOUR NEW SYSTEM. PLEASE DO NOT RETURN THIS PRODUCT. 1-866-210-5778. I had a question so I called the number and got a recording “customer service help is available Monday through Friday 9 to 5. That don’t sound like 24/7 support. After about 2 hours I figured it out myself.
This is from dell’s website.
“Does my warranty cover software issues?
Dell only provides a warranty for the factory-installed software during the first 30 days after receiving the equipment. After 30 days, Dell Technical Support only supports basic operating system configuration.”
I had some software issues on the 3RD day. I called tech support and got a level 1 technician. He was unable to help me and told me “I would need a level 3 technician and that would cost me $59.00. What happened to the level 2 technician? Dell wants to skip right over them. I declined and waited until the next day and was able to get help from the staples technician and they didn’t try to charge me $59.00.
The computer is not a bad computer but if anything ever goes wrong you are going to have trouble getting support. And if you do get a hold of support they will probably try and charge you for it.
Dell Revenue US$ 56.94 billion (2013)[3]
That is probably why they make so much money because they charge for a bunch of extra stuff. In home set up $129.00. Virus removal $69.00. And don’t forget tech support, Tech support $59.00.
I definitely would not recommend a Dell computer to anyone DUE TO LACK OF PROFESSIONAL CUSTOMER SERVICE AND TECHNICAL SUPPORT.
I believe that Dell is a fraud. I just had a tech respond to my home, replace the mother board and screen ofmy insporion 2330 and the same issues are still there. plus the parts for the new 2330 just over 3 months old refurbished. I CAN NOT get ahold of anyone in the USA to speak to ….. and India can not tranvsferr me to the US.
Dell is a joke
I have submitted two orders to Dell for a computer and both have been canceled. See your web site. Maybe you can determine what is going on.
https://www.dell.com/support/orderstatus/us/en/rc1009777/OrderStatus/RecentOrders?PageType=RecentOrders
Your support staff is entirely incompetent. Or, alternatively the individual customer is of little or no value to your organization. If that is the case, stop selling computers to individuals and pretending to offer them customer service.
Yes this has happened to me twice now with an alienware 18. Over a month now and 3rd time reordered and in production. This is ridiculous.
You people SUCK!!!
I hate this product. Even more than the product, I hate the tech support and customer service idiots base somewhere in Bangladesh or India or wherever Dell outsources to. They are all incompetent jacka**es!!! I would love to be part of any class action suits againagainst this company. Contact me at (407)223-XXXXX.
CUSTOMER SERVICE DOES NOT EXIST WITH DELL!!
I have been trying to get someone to call me back since the 18th after having tech
concierge attemp to solve a problem for me, that still exist. replied to his email that
he sent me thanking me for my business 3 times and left 2 voice mail on the number given. cannot call Dell and speak to anyone in customer service without being put on hold for ever, have tried on 3 different times. have been a Dell customer for over 10 years, but don’t think will buy again.
OMG you and me both. Horrible. I have no words except the next call to these rude idiots is from my attorney. I have spent about 9 hours on hold and no one can help me.
I’ll let you know if I have any success. This is the most horrific experience ever.
good luck with your issue.
I have been on hold for 2 days now and transferred from agent to agent and cannot get anyone to help me with my problem. I have emailed and left phone messages with the sales agent that helped me purchase my device, but he won’t return my calls/emails. This is by far the worst customer service I have received from a company in my life. I would say they have no customer care. They are quick to answer if you are purchasing though so they are all about the money. The agents that answer the lines try to be helpful and then transfer you into a void of the worst “musack” imaginable, and then you either get disconnected or no one EVER picks up the line. I will not buy Dell again for this reason alone.
I’m extremely upset about my computer. I’ve been on hold for three days while being transferred to over 5 different departments. Please help me fix my issue.. (404) 543-XXXXX.
Please call to resolve my issue, please!!!
I too have been having a terrible issue with dell. I bought a system on their outlet side with prosupport (so i can speak to someone in english) and completecare. I’m now told the machine was replaced already and I shouldn’t own the machine I have so I need to send it back. I have the invoice showing I bought it and they show a replacement machine was sent to someone else way before I owned this machine. Taking me hours of work time to try and sort this out and 2 weeks into it not much success.
I’m arranging for a class action suit against them for this and am looking for others who have suffered. Anyone interested please contact me so we can add as many people on to this as we can and try to get some satisfaction once and for all. Maybe we can get something back to compensate us for our misery
I will join your class action suit. I was physically injured because of Dell’s negligence and no one at Dell seems to care.It is just a waste of time to try to work with their customer service. The CS man I tried to work with could not speak understandable English and he could not even spell my name correctly. Michael Dell could care less. I wonder when he will be taking his golden parachute.
So I was going to rant and rave about Dells’ complete lack of knowledge, disrespect of consumers, : However I have decided after reading all the comments on here and on OTHER sites of Dell’s less than mediocre support and services, that apparently WE AS CONSUMERS DO NOT MATTER, as long as Mr. Michael Dell and the rest of the corporate world are making their millions. I for one am done with Dell and what am I out $600 HARD WORKING American dollars. Thank you Mr. Dell for such a shameful lack of consideration for the hard working money that goes into your worthless systems. As well as the NON-ENGLISH speaking tech support (dispatched and over the phone) who apparently couldn’t fix a computer if you had a gun to their heads.
President of Consumers Vermilion
Dawn M. Mullins
There will never be another Dell product in my house nor that of my friends and their families.
I am appalled at Dell right now … beyond belief. I will never buy a dell product. I will never recommend to buy a dell product. If I ever hear anyone say the word Dell. I will share my experience I am having with Dell. I purchased 2 laptops from dell. I have only heard wonderful things about customer service/product. I HAVE SEEN NONE OF THIS!!!!!! This had been the biggest run around and I am sick of dealing with it. If this is not resolved SOON. You will be seeing if on twitter. I have a few #’s that I want to get out there about dell and dell’s customer service. Just started following Michael Dell on twitter….I’m sure he would be interested.
Having great difficulty here in Paris,France,buying a new Dell Xps model.If you don’t have internet you can not buy,no phone orders accepted.Tried till blue in the face.I phoned many times explain that I have no internet and want to buy,reluctantly they connect me with sales,I explain again,sorry we,Dell,can’t give any info or accept orders by phone you,I,must go on the internet,try,try again.It’s also hard to understand as I’ve bought from Dell.Fr before,using the phone ordering system.The one I wanted was the XPS 8700 Silver model @ 899 euro’s,it was on offer with a external HD for 1 Euro,free shipping and a 50 euro reduction.I could send an attachment of the one.Another great proble in France is that it appears that most Desk tops are only in French ie Windows 8.1 ect.Sorry state of affairs.Impossible to speak to Dell.Fr,everyone seems to be in Morocco ect,with not the slightest intention of offering assistance.
Having Dell technical support, is like having no support at all.
I have a new laptop that is less than 1 month old. It does get wireless internet unless you are about 10′ next to my wireless network. We spent almost 4 hrs. on the phone trying to trouble shot it, no luck. A Dell teck. came out to my house to replace a part (I think it was remanufactured) and that did not work as well. He wanted be to go to Starbucks and check it out, I would not. My 6 year old computer gets wireless internet in the whole house. Now Dell or the company that came out to fix it won’t call me back. I also bought the warranty. I was also hung up a number of different times with Dell. Very poor support from Dell. Gary Godek
If you send me any further emails, call me, or any communications I will take that as additional harassment and will file charges thus so. I asked you not to talk with me, you belligerent and coarse, and have no business being in Customer Resolution. I will not pay for dell error. This will be my last dell computer. I will obviously now have to go out and buy me a new computer. Thank you for your ignorance and disrespect, and lack of corporate responsibility for a problem your people caused. I had no idea the things he was changing while he was in my computer, working bios, systems, etc. would trigger an automatic install of 8.1 when I tried to shut down my computer, I had already rejected it in a pop up. I know you do not care but you have finally drove me away from dell.
No More Dell, computers, televisions, etc will I purchase.
Lieutenant Commander R. Ayesha Muhammad, United States Navy
OMG….Ubuntu is the worst…DO NOT BUY DELL!!! We ordered an Alienware computer (Black Friday promotion). Included in the price was Ubuntu or Microsoft operating sytem. The games that my son wants to play require Microsoft. O.K. – no biggie…just send the computer back and re-order or pay to have Microsoft installed. Hmm…why would I pay to have Microsoft installed when it was included in the price? Or return the computer and re-order with no guarantee of a price match. Sales sent me to tech support, who sent us to financial support, (who never picked up), so then we were sent to customer service who continually told us THE SAME answer over and over. I cannot count how many times we were disconnected, preceded only by the lack of ability to understand the reps on the phone. BTW Mr. Dell, maybe you should participate on Undecover Boss!
Mr.Michael Dell,Founder/ CEO
Dell Corporation
Reference Service Request Number 886923577
A DELL tech called my last night (12/19/2013) and was VERY rude. First he was talking over me, then he was just repeating himself over and over. I was trying to explain to the person I was talking to (don’t know his name because I couldn’t understand what he said it was) that I DO NOT feel comfortable sending my broken hard drive that was replaced by a Dell tech under warranty at my house back to Dell, because I have 2 years of personal information on. I told him, as he just continued to repeat himself like a robot, that there is no way of me deleting everything and being 100% sure it can not be recovered. I can not believe this tech told me to put a magnet on it and it will erase it. I really thought Dell techs were a lot smarter then that. I have used Dell for everything the past 10 years or more, but after being treated like this, I don’t know if I will again. There are only 3 ways of making a hard drive safe too give to anybody after having 2 years of data on it. 1, The use of data destruction software. I can not do this because the drive is no longer in my computer. Yes, I know I can bring it to a computer store and have them do it, but I would have to leave it with the and come back at a later time or day to pick it up. Again, I’m not giving my hard drive with all my info on it and hope they don’t take any personal info off of it. “ Important: You must erase a hard drive using this method if you, or someone else, ever plans on using the drive again. The next two ways to erase a hard drive will make the drive unusable.” So even if I do use a data destruction software, the drive CAN be used again. 2, Another way to permanently erase a hard drive is to use a degausser to disrupt the magnetic domains on the drive. Some NSA approved automatic degaussers can erase dozens of hard drives in an hour and cost tens of thousands of dollars. So unless Dell want’s to send me one, I can’t use option 2.
3. Physically Destroy the Hard Drive
Physically destroying a hard drive is the only way to absolutely and forever ensure that the data on it is no longer available. Just as there is no way to extract the written information from a burned piece of paper, there is no way to read the data from a hard drive that is no longer a hard drive. “Destruction of media is the ultimate form of sanitization.” Most of the standards that exist to erase a hard drive mention several ways to physically destroy one including disintegration, grinding, pulverization, incineration, melting, and shredding. The tech that I spoke to last night said “Dell is just going to destroy the drive” ok, so why is it a problem if I destroy it so I don’t have to worry about it being lost in the mail or somebody getting any of my info off of it? A few years ago I had this same thing happen with one of my other DELL desktops, and I didn’t have to return the old hard drive to Dell. I was able to destroy it. Why is it a problem this time?
Customer # 118093135
Quote # 666959887, 666955498
Service Ticket 886275683
Order # 498359245, 498352679
Mr Steve Downs
We last spoke on Wednesday Dec 11 and you told me that the sound card would be shipped over night on Wednesday or Thursday. I have not recieved the Sound card, has it been shipped?
Just a Quick review:
This order was placed on Nov 5, 2013 For T1700, Monitors, Mounting Arms, and Sound Card, I was told that I would be able to connect both monitors, and that the sound card would work in this unit. Neither is true. I want you to know that I have sent a complaint to Dell Headquarters. I did not want to do this, but you left me no choice I need the machine up and running. This has gone on long enough.
William R McConnell
A&O Computing
XXXXX@AandOcomputing.com
609-859-XXXXX
Yes I have had the same experience as those listed here. I want to be part of the class action. Jerry Alicea XXXXX green pocket lane…Orlando, Florida 32839 email: jerryaliceaproducXXXXX@gmail.com. (407)223-XXXXX. I hate this company .
Mr.Michael Dell,Founder/ CEO
Dell Corporation
Keymel Technologies,supplier to heavy civil construction, recently we were ask to expand our products technologies to include hospitals, we do not have the expertise to enter that arena unless we are mentor by a company like Dell. After watching the Charlie Rose program he was interviewing Michael Dell, he asked a question and Michael was speaking about technologies to the hospital industries. Is theirs someone I can speak with or do you have a mentorship program, it will greatly benefit both parties. Keymel Technologies is a Service Disable, LEED Certified business,D&B,SAM / CCR, Hubzone certifications, with many opportunities for government contracts. As of this moment there’s over $600,000,000,000.00 in hospital contracts that we are aware of, if interest please see our contact information below and inform Mr. Michael Dell I enjoyed his interview.
Sincerely,
Kenner Rogers, President / Owner
Keymel Technologies,LLC
938 Lafayette Street, Suite 107
New Orleans, LA. 70113
Mailing Address: P.O.Box 741956
New Orleans, LA. 70174-1956
504-570-6037 Office
504-307-8082 Fax
I want to visit your manifacturing factory for further studies and business coz i want to open up dell shop in uganda mbale
I ordered a monitor and xps8700 on 11/14 , I was over billed for the monitor, I called up had the monitor raised higher , and the xps8700 lowered, by now I have at least 3 different price structures.
I called again when the xps8700 showed a lager increse ,large enuff to cover the decrese in montior price
I spoke with a rep(I believe his name was dave) he said just pay the higher price its a nice system shortly after that I was cut off, I was told I could have UPS as a carrier , so I gave My willcall adderss only to have the monitor shipped fed x express, I called yet again talked to molly , spent at least a half hour between hold and attempting to get molly to change the shipping address , I had to wait till the tracking was out then I changed the address, molly insister fed x would ship to the UPS hub clammering all the time how well fed x delievers to homes she didn’t want or didn’t know how to change the address…………………………………………..
prior to this I had been in contact with rahesh and ronald at custermer service(case number 665674224)
since 11/14 I have spent at least 6 hours on hold or talking to some off shore rep, been hung up on at leats twice , and disconnected at least 6 times (4 of wich was on 1 attempt to reach a rep)
the newest crap has been your (dell employee) corolynn motzin(not sure of the last name spelling) called the fed ex hub were My xps7800 was being held at My request and changed the address, that was Friday 11/22)
I left My day job with about 3 mor hours of work left went to the fed x hib and found out My packege was not at the willcall/hold
I figure Iv lost about 10 to 12 hours of My time, wages at the day gig(over 200 dollors) and time that I should have been handling My side work so grand total of lost money is close to a grand,
so what is dell gonna do about this Im frustrated and rather pissed off, I want some kind of restituion, for My lost time and lost funds in a eamil and Vm to PDERonald_Vikas@DELL.com andRakesh_LR@Dell.com I would cancell the full order if dell screwed up My picking up the xps8700 well dell DID SCREW UP the pickup I think some major restition is in order wouldn’t you if you were in My place
I work for RockTenn corp all thire 260 plants use dell , dell got all the pc’s to the plant I work in without a hitch , so why cant you get 1 sent to a non corprate custermer
jeff asured Me you could do something about this Im sorry I dont have that faith in dell anymore, I feel Iv been lied to BS’d and just plt given a XXXXX about(that bothers me knowing this system was 30 to 40% of My net take home I want to be treated fairly and I havent
dell has turned a well deserved( 4 years of saving) gift to Myself into a nighmare
I ordered (4) computers yesterday from Dell. I tried to start canceling (1) computer (showing a delivery date of 12/27) within 1 hr. after ordering on 11/25. This was the beginning of one of the most frustrating experiences I have had in years. The customer service (or lack thereof) was amazing. I believe I took a trip around the world, twice. I hung up 2x’s because I was on hold forever. I sent (3) email requests to have Order# 509891574 cancelled. At 6PM on 11/25, unit was in processing.
As I expected, all was in vain. On 11/26, computer shows in production. Now I am sure Dell will tell me I can not cancel (without a charge). I will considering telling Dell to take all (4) computers and filing them in a very dark place!
Ki Kennedy
President
K & K International
I’m never buyin a dell again. Today was the last straw!!!! When talking to dell it’s like working a job. They ask u to do things to the computer as if u are a technician. This is the second replace I’ve had. Something is wrong with it. I bought all the warranty u can think of for thisComputer. They r not honoring their promise. Dell take customers for granite. But word of mouth is a powerful thing. The corporate rep had a nerves to first say I didn’t have coverage on my computer. Ok if that’s true y did u send a tech out to try to fix it. Lie number one. The next thing was the tech couldn’t get on base. So I had to get in my car and meet him at Panera Bread to fix the computer that didn’t get fix. End up call corp( India ) back today about that same broke computer. He wants me to trouble shoot it again , at this point I’m pissed!!!! I want a replacement. He tells me my warranty doesn’t cover a replacement. Lie number two. Remember I said in the being this is my second replacement. I’m about ready to go to small claims court.Plus sue for my gas money when I went out of my way to meet the tech who couldn’t got on base. That wasn’t my problem.
I need someone to contact me about this matter. Or I’m going to small claims court regarding this matter. Very upset customer!!!!!
Want to order a new computer but nobody can tell me what brand of hard drive will be installed. I want a Western Digital installed. Chatted with your sales department and they couldn’t tell what brand of hard drive would be installed or guarantee that a Western Digital will be installed. Why aren’t customers given the option of requesting a specific hard drive brand?
I called “Customer Service” today to get the name of my deceased son-in-law off of their mailing list. Of course, I got someone in India who couldn’t grasp what “take this name off of your mailing list” meant. “Mailing List?”, she asked. I asked her to transfer me to someone in the United Sates. She told me she did not have that capability. Then she just started rambling about helping me with my order. I did not, do not and will never have an order with Dell for any reason in my lifetime, period. I will be sending my request by mail, wtih a delivery confirmation to the corporate office in Round Rock, Texas. Maybe an American born employee who speaks English as his/her first language will get the letter and take my deceased son-in-law’s name from their mailing list.
The people at Dell and Dell customers/users should know what is transpiring with the technical support group in India. When a Dell user calls for support we are the old bait and switch routine. They will take you through several tiers or support levels making you think they are trying to resolve our issue but really just stringing us along with no resolution. They want you to think our computer problem is difficult even if it is really simple. They finally
transfer us to another department who tells us we must purchase a one year technical service contract for over $100. Or, they tell us our issue is so severe we must mail our computer (laptop) to their service department for repair. These support people in India are trained to make money instead of provide technical support. This morning I received a phone call from Dell Technical Support in India to inform me that the Windows software had been contaminated with a virus and I needed to allow them entry into my computer so they could resolve…..for a fee.!!!! I told him he was not to be believed and hung up.
Dell has got to take action to clean up this mess. They need to get out of India. These so called support people are being paid by Dell and only pretending to provide tech service. And, at the same time, these Indian support reps have been trained to take advantage of users by charging for unwarranted services.
The Dell Corporation needs to take action to esolve this problem and Dell users need to be aware of what to expect when contacting the Dell Technical Support group in India.
SUGGESTION: WHEN YOU HAVE A PROBLEM WITH YOUR DELL COMPUTER TAKE IT TO YOUR LOCAL COMPUTER REPAIR STORE AND FORGET ABOUT CONTACTING DELL SUPPORT IN INDIA.!!!!!!!!! They are onlyk there to suck you dry and waste your time.
I am very frustrated and dissatisfied with how my fraud case is being handled. To me the case should be open and closed. If you guys actually record all the calls as stated by the call representatives you will see that it was not me who placed the orders. Nor was I residing at the address where the merchandise was sent. If the investigation is still under way I should not be receiving calls from your collection department but I am and I was informed that the case was closed and I am still being held accountable for the charges that were wrongfully made in my name. If the case had been closed shouldn’t I have been notified? I would like to talk with someone with the authority no offense.
Dont buy a Dell. You will be sorry.
I am so sorry I bought a DELL
trueeeeeeeeeeeeeeeeeeeeeeeee
We purchased a Dell XPS 8500 in September 2012. Today I called for support when my computer was asking for a recovery disk. I understand that we did something wrong by being in an insecure website or who knows what. I ended up paying for a 1 year service of software technical support. The problem I am having is I never received any disks with this computer. Your company had it already loaded or I had to download the programs. They could not help me today but will send me a recovery disk. I am most upset because I had to agree to pay for your services even when this purchase was made less than 1 year ago. I believe I should get the recovery disk without having to pay for a years worth of tech support. Needless to say I was transferred and spoke to 5 different people, and spent 2 hours of my day without any results. I really don’t expect any answers from your company but I do hope you can improve your customer service to loyal buyers
I AM NOT AT ALL HAPPY WITH MY DELL COMPUTER AND IT HAS NOT WORKED PROPERLY SINCE I PURCHASED IT. I AM REQUESTING THE REPLACEMENT OPTION MY PURCHASE. PURCHASE ID: 2003057032593- ORDER #930991414. CUSTOMER# 123515231. IF NOT PLEASE REFUND MY MONEY IMMEDIATELY. THANK YOU FOR YOUR ASSISTANCE. IT WAS PURCHASED ON 2/18/12- SERVICE TAG 2JV0RS1. I WANT TO SPEAK TO MICHAEL S.DELL ABOUT HIS DEFECTIVE PRODUCT AS SOON AS POSSIBLE.
Your technical support representative hung up on me today. Why? I am trying to resolve an issue and he started screaming at me when I asked his name he hung up on me. I want an explanation.