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Donna of Salem OR (06/30/08)
I bought a dell 966 all in one printeer brand new out of the box on ebay. It came up with error 1208. I called dell and they said i didn't have the right numbers on the machine, that it was made over sea's. They said it was in fact made by dell but since it was made overseas they wouldn't take to me about it.
All I wanted was someone to tell me how to fix it. But they refused to talk to me about it at all. The basicly said OH WELL. Now I have a Dell peice of garbage and can't get anyone to tell me how to fix it. I have been reading around the web and the 966 made here in US is having the same problem........
I have a business and had to borrow my grandsons printer.
Donald of Anniston AL (06/06/08)
I purchased a Dell aio printer on sale for one hundred and twenty nine dollars. Not once was I told the ink for the printer was so high and at the time a year ago Staples did not sell it. In no time flat I had payed way more for their ink than I had for the printer. The cost of the ink was twenty dollars a catridge with five for shipping.I ordered color and black a few times and realized I had paid way more the ink. So I unplugged the printer. Then I found out Staples sells the ink but the closest store is about seventy miles away.That means I WOULD STILL HAVE TO ORDER IT FROM THEM AS MY JOB DOESNT GIVE ME TIME TO GO OUT OF TOWN MUCH. Why cant Dell let more stores carry their ink not just Staples. Why not Walmart or other office stores.
Well I cant get the ink so I dont use the printer at all, and I really need one. When I tryed to use another brand the printer pops up a message out of ink.Yes it was a different brand but it was identical to the Dell cartridge.The printer was made so the only ink it will run is Dell ink.
Dorothy of Norfolk, VA (05/25/08)
I purchased a Dell 946 printer on special for $125. One refill which lasts less than 3 months with not a lot of daily use costs $89.99 That's almost as much as the printer which is a cheap one to start with. It is cheaper for me to buy another printer than to replace ink for the Dell printer.
I had an HP and its ink cartridge which lasted upwards to 6 to 8 months for the same amount of printer usage was half the price.
Ava of Rusk TX (05/18/08)
I received my dell printer and pc as an incentive from the HRD in 2005. The printer tears the bottoms from the ink jets and emptys them in about a month. I have spent an untold amount of monies on ink until someone told me they should not use that much ink ever, I am 72 years old, and not very computer savvy. I laive on 45$ a month and my daghter helps me buy what I need, she is on disability. Also my nephew was in the same program, and his dell printer did the same thing to him.
Nora of Carrollton TX (05/06/08)
Bought a new computer and was told my HP wouldn't be compatable with it. Had to buy a DELL printer 926. Did that. Never have been able to get it to fax correctly. Have complained and complained to people oversees who do not seem to understand me or my problem. I want DELL to send me a new printer immediately with a box and postage paid to send back this piece of junk. According to some of the information that pops up in the printer, I believe it was a USED machine sold to me as new. I want a real person in Round Rock to attend to this matter now. I am tired of the rudeness. They are quick to take my money but NEVER to respond to a valid complaint.
The all in one printer/fax, scanner, copier doesn't work correctly. Nothing but the first page of a fax is sent. We have followed the instructions for scanning and forwarding documents to no avail. The product seems to have been used. I want a NEW PRINTER THAT WORKS.
Diane of Setauket NY (04/30/08)
In March 2007, I bought a Dell 926 printer along with a laptop computer. Within 2 weeks the printer broke. The spring and roller of the carriage broke. I returned it and Dell sent me a refurbished one in its place. They said they don't send new ones as replacements. One year and one month later the reburbished one broke the same way the first one did. It is no longer under the year warranty and Dell said they could not do anything for me.
The problem I have now is that back in December 2007 I bought a supply of ink cartridges from them. They are 2 black ink cartridges ($18.99 each) that are now of no use to me since I must buy another (not Dell of course) printer. I would like to return the ink cartridges but was told by Ashish at Dell Customer Service that Dell does not accept returns after 21 days. This was not my fault nor my choice to purchase a new printer. It is the fault of Dell for selling poor quality printers that I must return the ink. I therefore feel that they should honor my request. This is appalling that I must go through Consumer Affairs. I would think a large company like Dell would have better customer service.
Charron of Northampton MA (04/25/08)
Dell Computers also sells printers I have a 966 printer. Dell has an account with Staples stores to sell there ink cartridges. Series 7 photo p/n fh214 The boxes have your printers model on the side of the box. Dell is selling photo ink for printers 966 that are not recognized by the printer and freezes up the priner from printing. Dell will not acknowledge the problem or send a correct color ink cartridge that I do need. The are trying to blame staples and said to take it back to the store if its under 14 days and it is since I buy back up ink cartridges ahead of time.
Dell should refund or mail me a color ink cartridge for my printer and pull not sell the photo ink cartridges as color ink cartridges for the 966 printers at Staples stores. Set up a customer satifaction if not happy return for a refund or exchange at anytime.
Lyndsie of Manchester MO (04/22/08)
Ditto on AIO 922. Have had problems since day one. Tried replacing cartridges, now printer only prints in blue and pink and is streaky and blurred. Have spents hours on websites, trying all tips, nothing works. Called Dell and my warranty is expired (of course). Paper won't feed, jams every time. Will be replacing within the next week and will not be purchasing Dell products ever again.
Tammy of Black Mountain NC (04/15/08)
I have a Dell printer, AIO 962, that will not recognize either of the print cartridges. At first it was only the left one, but now it's both. I tried to talk to Dell's customer support but couldn't understand the Indian accent. I have read numerous complaints about this problem in Dell's forum and on other web sites. I feel I would be wasting my time trying to contact Dell again. All they care about is how much they can sell you, not what you've already bought. By the way, I only recently installed brand new print cartridges, ordered directly from Dell, and the darn thing still gives the same incorrect cartridge messages. I will never buy any thing from Dell again!
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Bette of Kent WA (03/23/08)
About a year ago I purchased an AIO-944 printer from Dell. When I got the printer and started using it, the ink cartridge ran out about the second week. So, I ordered more ink. Then recently my printer broke. I thought no problem, printers are pretty cheap compared to what they used to be. So, I ordered a new printer-one that was on sale. Now, comes the most frustrating, idiotic, unfriendly customer service I've EVER had.
Since I still had extra ink for the first printer, I contacted customer service -what a joke! Not only did they not READ my question, I had to go through massive HOOPS, and still ended up being stuck with $140.00 worth of ink that they will not refund OR EXCHANGE! I guess I can understand that they don't want to fork out what I paid for the ink but, they won't even exchange it! I mean, it's Dell ink, never opened, and in perfect condition. At Dell there is no Customer Service, it's more like Customer Serve ME! I just don't get it! It is unopened and unused. Why the big deal about exchanging it for cartriges I could use in my new printer?
Frank of Longview WA (03/02/08)
My Dell All-in-One 962 printer cartridge keeps failing at approx. 75% full. I was told that I can purchase a new cartridge to fix Dells' problem with the premature failure issue that plagues these cartridges. This is the second time I have sent this same complaint. I have yet to get a response.
The cost of the printer cartridges is about $120 per year due to the cartridges only lasting about two and one-half months and then failing at greater than half full.
Tony of Wildomar CA (02/02/08)
I bought a laptop for my daughter that took a long time to ship and the red wasn't available after all within time frame quoted. I bought on their interest-free account for 6 months, but they abused charges to my card, included a free printer they won't reverse out. They are just too darned hard to deal with.
I had a $79 printer charged to me that was supposed to be free.
Simona of Brooklyn NY (11/28/07)
I purchased a Dell-3000 Dimension-Home & Business desk top computer with a All In One Printer 922. It was fine for a year and a half until my printer needed more ink. I found out the ink can only be purchased from Dell and not from office supply stores. No one at Dell every told me this when I purchased it. I was mad and felt used. I couldn't even sell the printer because other people knew it was not a good printer.
Now I'm having problems with them troubleshooting for my computer. They won't help unless I pay them. Others say they have the same problems with their system and don't use it anymore. I paid for the computer in full and also paid for the warranty which seems now to be expired. This is not fair.
Scott of Houston TX (11/19/07)
Dell MFP 1815dn printer is junk. They replaced it once and never has worked on FAX side properly....keeps dropping dial outs. Dell refuses to refund and call it back!
We have to purchase another brand new printer fax copier; plus we have wasted much time on trying to update or replace, only to have the same problems.
Jane of Collegeville, PA (10/29/07)
I was installing a new ink cartridge on a friends A920 printer when the tab broke! It is made with cheap plastic. You have to push the tab to take the old cartridge out and when I did, it broke.
I tried contacting Dell but no luck there. The web site gives you a way to do a live chat but I had to have a special number or code in order to get help. The computer is my friends and it's at her home. I feel really bad that it broke and am willing to replace it for her but there is no where on the web site to be able to find the part or even what the part is called.
Lisa of Capeville, VA (10/28/07)
I have been trying for two weeks to have ink cartridges delivered. I have spoken to 8 different customer service reps (I use that term sparingly). Supposedly it is now on it's way but last time I checked DHL's website it had moved from Maryland to Ohio, which since I am in Virginia, would be going the wrong direction!
We have a Dell Laptop which needs a replacement battery, but at this point I am more inclined to throw the entire thing away and start over with someone else.
Edward of Oshkosh WI (10/11/07)
A Photo 926 Printer was purchased for $79.95. It arrived on time and was installed but after a week of trials, and with advice of a Dell technician, it was returned because of faulty printing. The replacement printer was labled refurbished and it came without ink cartridges and connection cables. We are upset because we purchased a new unit and received a rebuilt unit. To top it off the price of this 926 printer is now $10 less.
One month loss of a printing capability and considerable time wasted in phone calls to techs in India who we could not understand and would hang up on us.
Georgia of Ann Arbor MI (09/24/07)
I have a Dell Photo All-In-One Printer 924. I ran out of ink, purchased new ink, but did not realize I had to order ink that Dell sold. After using the purchased ink for maybe a month I began receiving message that their was a paper jam. I tried several things. Spoke with tech., who walked me through a few things. I was told that because my warranty had expired, their was nothing else he could do for me. In the process I purchased Dell ink, thinking that was the problem still receiving the same error message. I did many things on my own to try to get it to clear the error. I finally took it to a print service shop and they told me they did not like to work on Dell printers and the cost they informed me was outrageous. I am very upset and will never purchase another Dell product as long as I live.
error message that will not clear. clear paper jam.
Christina of Lancaster CA (03/20/07)
Purchased an entire system in March 2005 started having problems with the printer 6 months after purchase. They replaced the printer the second printer starting having problems and after 25 phone calls - hours of being on hold - transferred more times than I can count - I still have a 500.00 printer I can not use. Consequently the replacement printer they sent to me is registered under someone else's name in their records. I just want my printer to feed the paper through the tray without jamming on every other sheet. They told me it was the paper tray I ordered the replacement part - 1 month later and three automated phone calls later the part is still on backorder. I cannot get the part - they will not replace the printer (it is out of their inventory) their customer service SUCKS!
Zahra of Memphis TN (09/02/06)
Bought Dell computer and one-in-all laser printer from dell. since day one printer is giving us problems.try calling dell i have to spent 3 hours on the by the dell reps can figure who the hell is going to answer the question for the problem they just keep transferring you to different departments until you get fedup, hangup the phone and buy a new product from HP. Finally had tech come out to my business and paid him $115.00, the tech talked to Dell and Dell agreed to send out a motherboard. Suprise, suprise, they sent out the wrong motherboard. I have to through a whole new process to get another motherboard (probably another wrong one). I just wish i had never trusted dell. I will never ever buy a Dell product in my whole life.
Alison of Tampa FL (08/24/06)
We bought an all-in-one business printer/fax/scanner from Dell about 90 days ago. We started using the product and had no issues until we were about to scan something for our business. For whatever reason it would not scan....and we spent time soon after that trying to figure it out on our own what the problem was. We decided to call Dell customer service (we paid for the UPGRADED SERVICE Package) which is supposed to be better than their general service package and we spend a few hours on the phone trying different things to determine the problem.
Their expert technicians could not resolve the problem so they sent us a new fax/printer/scanner. We spent about 6-8 hours on the phone with Dell technical support trying to get the printer set up and the scanner working. This was after getting disconnected and hung up on about 5 different times...being transferred to about 5 different departments with technicians trying to resolve the problem. This went on for 2 days. Still no results...they want to send me another computer so we can go through the same process all over again. I would say in the time it took me to get my issues resolved with them i could have paid for the printer with all the time and money i lost.
Then i finally spoke to a so called supervisor. They were going to escalate the issue and either get me a different printer that actually worked or return my money (i was so fed up at this point that i just wanted my money back and i would go buy something somewhere else where i could get answers). I was promised this would occur within 24 hours or before NOON the next day. We are now at almost 72 hours later. NO printer. no fax. No scanner. Our business is suffering and i still have not received a call back. I had the managers extension or team's extension and i have left 2-3 messages on their voicemail. And still have not gotten a response.
Elizabeth of Hartland WI (06/04/06)
We are very tired of our Dell Photo 924 printer. We got it 5 months ago and are having trouble with printing. Each time we try to print the load paper starts blinking and there is paper in the machine. Sometimes you can take the paper out and refresh and it may or may not print. It's hit or miss. We are going to just trash it because it's a piece of junk. Dell also doesn't tell you that you have to buy their expensive ink cartridges until you've already purchased one of their great packages. When you call Dell Customer Service they just toy with you. We are very disgusted with Dell, it's products, and customer service. I guess we are not the only ones.
Susan of Irving TX (05/02/06)
Dell shipped my a printer with no instructions and no power adapter. I have spent hours on the phone with people around the globe just trying to get the parts I need. I have a Dell account but they kept wanting my social security number and the number of another credit card. No way was I giving them the information. I verified other questions which only related to my dell account. They had to know it was me. Something that should only have taken 10 minutes max has taken me hours upon hours on the phone. It is truly Dell Hell. I will never purchase another computer from them.
Dianne of Winston-Salem NC (05/01/06)
My Dell printer suddenly quit printing black ink - color still worked. called Tech Support, LONG wait and finally tech came on. Told me I had dried up printer cartridges. Told him that it could not be they were brand new cartridges. Went through testing and he told me to put in another NEW cartridge - still no black printing. He again said cartridge must be dried up. I questioned this over and over (over an hour and half on phone). I asked how could the new color cartridges work and not the new black ones. Again told over and over dried up cartridges. I was told that all Dell cartridges dry up within 6 months even if they are new and never opened or used. Two hours later got frustrated and hung up.
Called later again and on hold for over 25 minutes -- got another tech and told same thing. So I went online to Dell Chat and inquired asking if it couldn't be something else (after being told to order new Dell cartridges after already spending $ 79 for these new ones). They could not even find where I purchased the cartridges. So online chat told me same, finally asked for a supervisor and this supervisor apologized for my inconvienence. She promised me a $50 rebate for "my trouble, long wait and frustration" and said I would get it within 24-48 hours. Of course, I never got it.
Sent another email a week and half later asking where was my coupon - I have never received this one. This is the second time I have been promised in the last 2 years a "coupon" for frustration, problems and long waits and to never receive them. Out $79 and 3 cartridges that do work and printer does not or 3 cartridges that are just NO GOOD. Dealing with Dell Customer Service or Tech support is a BIG PAIN. I will NEVER purchase another Dell. Something has got to give with this company. I hear these complaints in the work place every day.
Charlie of Stanton CA (04/06/06)
I ordered new printer ribbons from Dell on line services and when I received them out of 5 I ordered only 3 were correct. I then called them. After being on hold forever and ever, several different days, The person on the other end said that I must mail everything back at my expense and they will see if they need to re issue the cartiges to me. I told them this made no sense because they could mail me the 2 correct ones with a prepaid mailer so I could send the wrong ones back to them. I have never herd a word from them, I have mailed letters to them and still nothing after 2 months.
David of Fort Wayne IN (03/06/06)
I purchased a printer, Model 720. I have also purchased printer - ink - cartriges. Well, the color cartridge is only 10% used and it quit working. The black cartridge is 50% used and quit working. It seems that they should last longer than what they do. They are very expensive. I would like replacements for these. How do I go about getting this compensation?
V. Womack of Aliquippa PA (02/23/06)
Tried to order simple ink cartridges over the Dell website - spent most of the afternoon trying - system always ended up with a "try again later" error. So, finally called by phone, got someone who couldn't understand English well - gave him my NEW address several times, and repeated. Then, my order never came. When I check on it, it was shipped to my OLD address. Originally when I placed the order by telephone I had the type of printer but still had to physically go to the printer and get a number off of the printer. This is ridiculous just to get ink. Dell products should be sold in other places rather than have to deal with their non-english speaking representatives
Elizabeth of Dadeville AL (02/17/06)
Bought printer/copier/scanner from dell in march,2004 with esxended warranty for three years. Scanner failed. No recourse
K of Goldendale WA (02/13/06)
I am complaining about your poor customer service and the fact that i have a thirteen month old printer from Dell and it is not working right. and my husband got told to throw it away. I will never buy another Dell product again.
Robert of Palm Coast FL (02/09/06)
Purchased new computer and printer from Dell all with wireless adapters . I was told that the printer that was sold is not wireless compatible . I was told that I needed to notify them 21 days from delivery . I was busy and used sytem hardwired until printer failed . I found out with new replaced printer .
Chris of Raleigh NC (02/02/06)
I bought a PC from Dell in August 2005 and have had the printer (which has the Dell logo on it) REPLACED 4 times. It has worked and NOT worked. It has corrupted the computer from functioning. I have been on the phone with them TOO MANY times to count, countless hours spent, to fix the problem. IT has NEVER been resolved. I asked them to send a PROFESSIONAL here to fix it and they simple disregarded my request. I am FED UP.
Robert of Woodbridge OTHER (02/01/06)
We are sick to death with our wonderful DELL Photo 924 printer. I know we oppted for a Dell package but I did upgrade the printer and this was what was recomended. We have always had problems with the loading of paper, every time we try to print, we get a load paper warning, each time we do as instructed and eventualy it will print but now it has given up altogether. It just keeps warning load paper. As you can imagine we are sick to death with it and at the moment I would not recomend Dell printers to any one.
Joseph of Hampton VA (02/01/06)
I have problems with a Dell A940 All-In-One printer. Each time I attempt to print an error 0805 occurs and the PC tells me I have suffered a "CARTRIDGE STALL". After sending email to Dell they tell me the problem is the INK cartridges and I should install new ones. I had only recently installed the existing cartridges (approx. 2 wks) and did not think this should be the problem, but?? So for about $80 I purchase new cartridges and still have same problem. Calling Dell allows you to wait 15 min or more and no one ever answers. You do get to here all sorts of suggestions on troubleshooting the printer (over, and over, and over ....). Apparently, after you purchase and the warranty is expired, Dell only wishes you to buy more. If this were an Epson printer, you call them, they'll send you a new/refurbished printer, you return yours and pay the relatively inexpensive repair costs.
Chris of Tobyhanna PA (01/27/06)
I need some one on one help with my new $600 printer 3000cn. I spoke to three people who did not understand me the I had to spell almost all the words spoken so they can understand me. I finally after 45 minutes on the phone got to talk with someone from to USA and answered and resolved all my problems in 5 minutes. This company offers customer service it does not meet this requirement in my eyes.
Steve of Redfield IA (01/22/06)
I want to join in letting people know about the junk printers Dell now lures people into buying as part of packages and with low prices...initially. Ink is available only from Dell and very pricey, plus it takes a lot of ink. We have been lured by supposed saving money and have had two Dell printers. The worst being the AIO A920. What a piece of junk. I would take it and shoot it if I didn't want to waste the shell.
Also being novice and naive at the same time withour initial purchase of a Dell Dimension2400 and being told outright lies by a salesman of what it would do, all I can say is I don't know why a company doesn't make a good product, have good support, let the word out and in my opinion would own the market. If I wanted to talk to someone in India after a 2-hr. hold I would ask for it!!! One thing on the upside is that we have self-taught ourselves on computer operation. You have to when you own junk that needs constant attention. Especially in todays' world of hackers and spammers,etc.
Richard of Mitchell SD (01/18/06)
On Jan 15, 2006 I placed an order for ink for my printer. I gave the model number to the sales person. I recieved the ink today and it is the wrong cartridges.I placed a call to dell and I have had nothing but a run around, I have talked to a supervisor,and I was also told at one time there was no supervisor there at the time and they did not know when they would be back.I have called back to dell a number of times tonight, Wednesday Jan 18, 2006.
I JUST CALLED CUSTOMER SERVICE AND ASKED TO SPEAK WITH A SUPERVISOR, THEY PUT ME ON HOLD, AND NOW I HAVE BEEN DISCONNECTED. The problem is all I want to do is return the product and they tell me I have to pay shipping to return the product because of your mistake. I WILL RETURN THE INK CARTRIDGES AND WILL PAY THE SHIPPING AND I WILL NO LONGER DO BUSINESS WITH DELL. I have bought a couple different products but not anymore.
Barry of Titusville FL (01/11/06)
Received defective Dell printer. Spent two hours on telephone before convencing "service tech" printer was defective. Dell agreed to ship replacement printer. Received incorrect model (less expensive). Spent two more hours on telephone. I was allowed to return less expensive model in the box it came in. I still had the original defective printer, time on return running out. Received correct printer however no return shipping label or instructions were included. A flyer that was included stated " if Dell requires return a shipping label will be included"
Checked my Dell account and found I had been billed for three printers, two of which were pending exchange. (10 day time limit to return or pay for printers) Three hours on phone to Dell attempting to obtain a shipping pick up. Service rep. stated pick up would happen in 24 to 48 hours.Forty eight hours later, no pick up or phone call from carrior.
Called Dell again. Two hours later actually talked to a human being.Once again told "new" pickup would happen in 24 to 48 hours. Called credit card company contested billing on two dell "replacement" printers. Update; the original defective Dell printer remains packaged and ready for pick up on the floor of my home.To date no promised e-mail conformations ref pickup have been sent.No promised calls from shipping company to schedule pick up. I will never deal with DELL again.
Jacqueline of Orange CT (01/06/06)
As a computer consultant I can no longer recommend Dell. Several of my clients have not received rebates, their Lexmark/Dell A940 printers have broken without replacement. One of my clients went to customer service home, then was transferred to small business, then back to home then the department closed. Called back the next day was told the printer they have was registered to someone else, maybe it was refurbished, called again, oh well it would be out of warranty anyway!
This is unacceptable. Also, the A940 should be recalled for its continuous roller problems! Going to India for support, 1st tier, creates problems! My clients pay extra for the tech support and expect to receive adequate support. Hello Apple and HP and even maybe a Gateway! Goodbye DELL!
Don of Apple Valley MN (01/03/06)
I ordered a Dell computer, They promised me 100 rebate, I received a printer, with no black ink, so I am unable to print off the rebate form, I am not going to buy the ink, when it was supposed to come with ink, sounds like a scam, I have called and complained, and keep getting placed on hold, they would promise to call me back, but never have
Joe of Homosassa FL (12/30/05)
I purchased a dell all in one photo-printer on Nov.27,2005 for a christmas gift. The box was not opened till Dec. 26,2005 at which time I tried to install it for the person. I followed instructions as to how to hook up. When I installed the ink cartridges the printer message came up as "Right cartridge incorrect". At this time I called Dell support and was told to do certain things while we were on the phone together but nothing was satisfactory so the technician told me he was sending me a new color cartridge. I received the new cartridge installed it and the message now read"color cartridge missing".
I again called Dell and the technician concluded that the printer was defective.A new replacement printer was sent to me. Upon receiving the new printer I proceeded again to install the ink cartridges and was still getting the same message. I called Dell again and spent 40 minutes on the phone and I requested that they send me authorization to return the printer and refund me my money since now I felt the printer's were inferior and I would continue to have problems. They cut me off twice on the phone. The third time I was told they would not refund me nor accept the return of the printer. Their policy is after 21 days of purchase there will be no returns permitted. My complaint is the printer was not opened till Christmas day so I had no idea it would be defective.
I want a refund or a printer that will operate without any problems. This company Dell has a bad reputation and the only reason I purchased the printer from them is because the person for who I bought it for has a Dell computer and I felt that the printer would be compatible but it's been a complete failure.
Amy of Vancouver CA (7/12/05):
I called Dell's customer service line to find out the
shipping status of our printer ink that we ordered three weeks before. I
spent almost 2.5 hours trying to find out what had happened to the order.
During that time, I spoke with 9 different people; was put on hold for at
least 20 minutes 4 different times; was disconnected 3 or 4 times; and was
forwarded to the wrong department EVERY TIME.
I asked 3 different operators
to let me speak to a supervisor before finally being forwarded to one, who
simply put me on hold for 20 minutes before hanging up on me.
No one was able to find a record of our order, despite us having received a
confirmation email from Dell.
On July 9th we tried again to order the printer ink and again we received
the confirmation email stating that we would receive a second email within 2
days with our customer number. Neither time (June or July attempt) did we
receive that second email from Dell.
We are absolutely outraged at the terrible service, or rather lack of
service, that we have received from Dell. This is our first experience with
Dell and it will most certainly be our last.
Olga of Union City CA (5/3/05):
This is the second time that I order black ink cartridges and it is damaged. The last time I tried to replace the ink cartridge that was damaged (because Dell is a monopoly with their printers and you can only obtain their ink from Dell), I was given the runaround from the Chat support to approximately six separate 1-800, etc. numbers that they kept referring me to. And to think that I just ordered more cartridges thinking that this last one I had left from my last order was going to work!
If I knew I was going to have another ruined cartridge (the printer - Dell A920 - does not read it as being there. It says, no cartridge when it is in the machine. That means there is something wrong with the "reader" of the cartridge.
So, now I get no support from Dell. Because I was already on chat support again and I filled out some damage form, which I am waiting for response. I really am happy with the system in general because I had more problems with Gateway before this. The printers and customer service is horrible. I mean their selling practices are nice, but once they have you, they are awful! I am very miserable with this printer that the Dell seller did not even tell me that I had no choice of where I can buy my ink cartridges but only at DELL!
If I knew before the purchase, I would not have settled for that! I was happy with my Epson printer (which I gave away too soon). The printers/ink cartridges are a waste of money if you can't get help with them. Now, I have to throw out this junk DELL A920 and buy a new printer at Costco or something more reputable!
Rebecca of Bountiful UT (3/23/05):
I placed an order for ink cartridges and photo paper last week. I was given my customer number (which was correct) and an order number (which was not) to write on my check. I have moved since my last order with Dell, so I also updated my phone number and address. The sales person read all my info back to me, gave me the address to send the check to, and I put the check in the mail that afternoon.
I checked my order status several days later, and noticed that my account info had not been updated and no new order was showing on my account. I thought that maybe that was not unusual, because I had placed my order on the phone. When it still was missing a few days later, I called the 800 number to make sure it was on it's way. Well, it turns out that my order was never posted anywhere in their system, my info was never updated, and the order number I was quoted was for an order for a private company thousands of miles from where I live.
In short, I have sent them $91.00 in the form of a personal check, which the company has cashed, but I have no order. I have talked to twelve different customer service people just today, and nobody is willing or able to help me. I have asked for a refund (and so far, I've been excruciatingly polite), but they say they can't give me one because no payment ever posted to my account. I have my cancelled check from my bank, but that doesn't seem to matter to them.
J-M of Lacey WA (3/7/05):
Terrible order support. First, Web site would not honor a discount coupon sent from Dell Customer support, claimed the coupon was not a valid offer, asked for a copy of the e-mail. When I provided it, said they would create an incident. I should order the product and pay the full price, then call after receiving the merchandise and they would give me a rebate. Although this is a lot of extra effort required on me, it also ends up asking me to trust them to pay the rebate, yet a online scan shows many complaints and lawsuits over Dell's failure to pay rebates.
When I try to order online, the website claims it is overloaded and can't handle the order, try again. After many retries, it suggests I call a toll-free number. When I reach it, the agent spends nearly 15 minutes trying to find out why it isn't working, instead of simply taking my order. Finally takes the order over the phone. So far it has taken me over an hour to simply order some toner for my printer. The toner can only be ordered from Dell. For any other printer, I can go get it from the Office Supply.
If I'd known all this before I bought the printer you may be assured I would never have bought it, and I will never buy anything else from Dell. Now if I can only find someone willing to buy the printer. I don't believe in class action lawsuits, but if there were an anti-trust suit filed against Dell, I would be willing to join in.
Editor's note: We're not sure how J-M thinks he would "join in" an anti-trust lawsuit that was not a class action.
Alfred of Williamsport PA (2/18/05):
Cannot get my printer to work. I called Dell tech support. After 20 minutes on hold., some guy from India tells me I have the wrong department, switches me to the tech guy that does printers. After an hour on hold he comes on and tells me that he doesn't do printers. I mentioned to him that I have been on hold already for almost an hour and a half. He assures me that it will be only five to ten minutes.
As soon as he tranfers me I get the message that they're experiencing high volume of complaints. This time I waited for an hour and fifteen minutes. Now my cordless phone battery starts to beep letting me know I have little time left. I hang up. By now I can't talk to anybody anyway.
Jerry of Lake Village AR (1/31/05):
When ordering computer and talking with the sales rep. asked him a direct question concerning the Dell Printer and to the availability of Ink Cartridges. Asked him if we had to go back to Dell for ink cartridges and he stated that you could find Ink Cartridges at any store that handled computer supplies. Have went to Home Depo (sic) and also to Wal-Mart and they both tell me that the cartridges are unavailable.
If I had of known (sic) this to be the fact would not have bought the computer or the printer. ... Have had one other problem with the computer after it was purchased, it crashed and could not be restored, talked to a service rep and he handled all of the problems in a very good mannor (sic), the tower was replaced in a timely manor (sic), only problem that we had was trying to understand him as he could not speak the English Language too well.
Jens of Hillsboro OR (1/27/05):
I ordered a Dell printer that UPS delivered to my home, 3 times. The UPS driver left a notice on the front door each time. I signed the back of the last two notices, and left a note telling the person to leave it on the front porch of my home. I work very long hours at Intel, and no one is around my home to accept packages, which I have to think is the norm for most of your customers. Needless to say, the UPS driver would not leave the package on the front porch without my personal signature. I now have to drive 40 miles to the UPS depot to pick up the printer, during Intel business hours.
I tried to call Dell, and after waiting over 30 minutes for a person to talk to, they hung up on me when I complained about Dell's policy of requiring a personal signature and what could they do to remedy this problem. I have ordered at least $5k of electronic equipment, and this will be the last. I will pay double the price to some other company, just for the sake of not doing business with Dell again.
Damages: 3 hours of my time at work to drive 40 miles one way to go pick up a $200 printer. I am almost tempted to let UPS send it back to Dell, and cancel my VISA payment to Dell.
Glenn of Mississauga, Ontario, Canada (1/23/05):
Once again,I have had problems ordering ink for my Dell printer. Is there not a Canadian online site to order the ink from? NOTE: If you don't live in America, appartently there's no EASY way to order products online. Today I tried the phone-in method. Waited on hold to LOUD nauseating music three separate times (twice waiting for a simple confirmation #), even gave email address to send it to when the guy got his act together. If one MUST order YOUR ink directly, shouldn't the experience be short and easy to perform, regardless of the medium? Next time I'll order in bulk, so I don't have to go through this wait (20 min.) again!
Doug of Invermere, Canada (1/20/05):
On Jan. 5th, I phoned and ordered a black replacement ink cartridge for my A940 printer. I was then upgraded to ordering more by the service rep. This was fine as I gave him my credit card number and was promised that the package would be in my hands in 3-5 working days. I felt there might be a problem when he couldn't get my phone number in his records but when I gave him my card number he took my address and number along with a autourization number he gave me which I now understand doesn't have enough digits.
Today I talked to somone by the name of David who took down my info and said he changed my address and phone number to where we live now as I did when we made the first contact on Jan 5th. I was also asked for a service tag number by each rep. David then had me phone another 800 number who I ended up talking to Jack and after explaining everything all over again I was given a case number and told to call another 800 which was 1 800 387 5759 who ended up being a switchboard operator who conected me to a line in which you leave your case # and phone number. I DON"T BELIEVE I WILL GET A CALL!
This all could have been done so simply if the person taking the original order had made sure the product was being sent to the address given and not the address where the person used to live. As of now I have a CHARGE on my credit card and NO PRODUCT anywhere near.
Tara of APO 09180 (1/18/05):
Since we are in the military and are stationed in Germany, we have an APO address. I brought my Dell inkjet printer with us and we needed to replace the color ink. When I tried to order the ink from Dell (you can only use Dell ink cartridges for Dell printers) I had several problems with using our APO address. So I decided to have the ink shipped to my parents' house and they would forward it to me.
Then I tried to put in the billing information for my credit card. The billing address attached to the credit card is our APO and there's no way to enter it in online. I tried calling the Dell ink ordering department for several days and kept getting a technical difficulties message. I ended up ordering the ink online and put my parents address in as the billing address attached to the credit card (wasn't really sure what else to do). Of course, the card was denied so I tried calling Dell to find out how to get this ink sent over here (no stores carry it over here and I can't understand the people at the German Dell number).
I spent almost 2 hours on the phone with Dell (which we had to pay for since we're charged for 1-800 calls). I was transferred at least 8 times from one department to another and then back to some of the same departments. I was told each time that the department I was being transferred to was the right department and the representative would stay on the line with me in case it wasn't. I had to repeat the story with each new department. At one point I was transferred to the credit card department where I was asked to apply for a Dell credit card (this was after about an hour or so on hold and being transferred back and forth - the last thing I wanted to do was have another Dell product).
After close to 2 hours fo this (I only stayed on because I had already invested so much time in it nad wanted to get some resolution) I was transferred to a guy who pretended not to understand me (I was dealing with representatives in India) and he wanted to transfer me to the ink ordering department. When I tried to explain that the ink department was experiencing technical difficulties and would disconnect me, he didn't listen and transferred me anyway. Then I was disconnected. I ended up going to the BX here and buying a similiar type of ink cartridge (Lexmark) and switching the Dell specific lid onto the Lexmark cartridge.
Eventually, I'm afraid the lids will break and then I won't know how to order ink for the printer. I bought the computer through the employee purchase program a year ago when I worked at GlaxoSmithKline - who happens to do a lot of business with Dell.
The customer service I received that night was horrible and distressing. The phone call ended up only costing about 5 Euros or around $7. Also, time spent with my husband is precious since he's a soldier and could be deployed at any time. I certainly didn't want to spend 2 hours on the phone with Dell, getting nowhere, instead of with my husband.
Many of Dell's current printers are, in fact, made by Lexmark so Tara's solution may work just fine.
Sherry of Monticello AR (1/4/05):
I am very disappointed with what I am going thru trying to get help with my printers that I brought from Dell. When I decided to purchase a computer and printer, I chose Dell because I thought that I would get all the support I would needed. When I started having trouble with my computer they helped me thru it, even though I couldn't understand a lots of what was being said.
Now when I started having trouble with my printer I am going thru lots of stuff that I should not have to go thru. Remember I purchased two computers and two printers. The thing that bothered me was no one thought enough to tell me that after a year the warranty would expire on my printer. I could have paid for an extension if someone would have informed me. Now they are telling me that my warranty on my printer has expired. That's not fair.
I am without a printer and they are telling me that I will have to buy another printer. I am very mad because when they were having me try different things, my black ink ran out. I have talked to three people and they don't seem to understand that it's not working properly.
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