Complain about a product or service

Dell Customer Service

Amy of Sweet Home, TX July 1, 2009

In April we called Dell because our computer had crashed. Their "customer support" told us that we needed a new hard drive and some additional memory. Total cost was about 150. When the parts arrived, it took several days of phone calls to get further assistance. Within a couple of days it was clear that the parts did not fix our problems. We left numerous messages but no one would return the calls until after the return period had expired. Now for right at a month they have been calling us every few days repeatedly saying that they will call back in 2 days, but they never try to resolve anything. We have made it very clear that we want to return these parts and receive our money back but to no avail. We have demanded to speak to someone in the US and they refuse to give us anyone's name. Sometimes the person calling says he is the highest person there but he can't make a decision. It's a total run around.

Angela of Moundsville, WV June 30, 2009

The hinges on my Dell Inspirion 1525 broke. I had so much trouble getting through to their customer service. Finally, they agreed to fix it. I sent it away in a box. It returned and appeared to look fixed. However, the same problem has been happening after only a week. I call Dell back and they gave me so much trouble. I was transfered so many times. They would'nt allow me to speak to a manager. Finally, a woman in the warrenty department spoke with me and then hung up on me.

My computer isn't even a year old yet. I paid good money for it. I chose to buy a more expensive computer (because I thought it might last longer). Dell has the absolute worse customer service that I have ever dealt with. I have always bought from Dell. However, I will NEVER AGAIN buy from DELL!!

Jeffrey of Hong Kong, Hong Kong June 26, 2009

I purchased a Dell notebook in the Dell store in Wan Chai, Hong Kong on 13th June 2009. It took 4 days to confirm the order on 16th June 2009. I sent an email asking for the more details status and query about the normal delivery lead time on the 19th June 2009. Someone replied the quotation and order numbers and saids normally takes 3 days to update the estimated delivery date.

I sent another email on the 19th June 2009 asking for further information. I sent the follow up email on the 25th June 2009 and today (26th June 2009) asking what is happening for the order and asking to cancel the order as I found the estimated delivery date is on the 2nd July 2009. Howcome it takes 20 days lead time and no more feedback from dell since 1 replied made on the 19th June 2009.

James of Pierson, FL June 13, 2009

I initiated a dispute with Dell with my credit card company as they sold a defective computer to me and would not let me return it. My card company refunded my money. As I waited and waited for Dell to respond to the issue my daughter was hounding about the computer as it was her Christmas present. I fixed the computer one rainy saturday. I had to reload the entire software package which took me half of the day.

I called my credit card company and asked to end the dispute and I authorized the payment to be released on 2-21-09. The paymnet was on my next billing cycle statement proving I released payment. Dell to this day claims I never paid them and turned me over to a collection agency. I have a credit score of almost 800 which is abviously important to me.

Before speaking to the lady at the collection agency, I called my card company and told them what happened. That when they told me Dells funds has been sitting in thier merchant account for almost 4 months. The Dell representative is insisting I write a check and send it to them when all they need to do is re-present the charge and get the money that has been sitting there out of the account. But they either don't know how or are too stupid to accomplish this simple task.

I am told this is a very standard procedure with retailer that handle credt card transactions. They want me to hand over anoth 819 bucks and then get my card company to refund the payment to me. I told them I will not be forced to do that. I am waiting for them to place something negetive in my credit file so I can sue them for damages. I files a complaint with the BBB, the Stae of Florida division of banking and I am going to call the Florida state attorneys office too.

Tracey of Fort Worth, TX June 23, 2009

I called to make a purchase with Dell. I have NEVER had so much trouble getting through to a customer service agent before!!!! I was transfered, disconnected and hung up on! Seemed no one in the company had a clue what they were doing! This is a part that had to be ordered for the company I work for and if I did NOT have to go through Dell for this particular part I would NEVER deal with Dell again!

Donna of jackson, NJ June 22, 2009

I ordered a laptop online using their chat system. When I received the laptop, it had 40 worth of software I did not order. I called on 6/5 and was transferred to 3 different people. The last one said they would get back to me. I also sent an email. When I checked today because I never received a response, I was told that it is past the 21 day period so they can't help me any longer. This is a scam. They add extra charges and then do not take them off when you complain. Then they scam you again by not giving you a response until after the return period is over.

Charles of Weston, FL June 19, 2009

I ordered some ink jet cartridges from Dell; I have been a customer since 1997. I worked for the U.S. government overseas for much of that time. When I ordered the cartridges, I gave them my correct, current address and telephone number and the cartridges were in fact delivered to that address. For reasons known only to God and Dell, they sent the bill to a two year old address in Ecuador! I had already moved twice and they had sent previous orders to my new address in the U.S. How they flipped back to an old address for the bill, I don't know. In any case, I informed them of this when I learned by accident that they had filed an adverse credit report on me for not paying the bill (which, of course, I never received - mail is only forwarded for one year). They refused to correct the error of their employees.

Jo of Trophy Club, TX June 18, 2009

An aggressive DELL salesman sold me the XPS1 which has never worked properly. It cuts emails before I finish writing them. Some of them disappear and go to the DRAFT file It skips numbers; and letters or part of a sentence often appear on the incorrect lines. THIS WAS SOMEONE ELSE'S COMPUTER BECAUSE I HAVE FOUND 2 PORN SITES ON IT SO FAR.

When I called DELL, I was transferred to the departments that I had spoken to already at least a dozen times. One rep checked out my hardware and I scanned the software for viruses and there are none. This computer is defective and obviously used. DELL opened a DELL ACCOUNT FOR ME RIGHT AWAY, and wanted to charge me 200 to test the hardware. He said he tested it but he asked me to hold on and he hung up.

The monitor jumps, and there are other problems with this computer. I just want it replaced with one that is new and works properly; and want DELL to pay for the postage. They refused to give me an RMA because if I can get a credit to my DELL account, I want one. If I could get in touch with Michael Dell, I'd tell him what I thought of his Company. Everyone I know has a DELL but finding PORN SITES on your new computer is a reason to sue the company.

jeff of Lititz, PA June 18, 2009

dell refused to cancell my order for over two weeks, I finally was given a new # to a special team that finally cancelled the order (after I started filling out this form)

Donna of Bethlehem, PA June 12, 2009

Dell admitted to selling a defective product and is refusing to take it back. I have spent hours online, on the phone only to get the same response. I was told I bought the product out of this country, I was put on hold for long periods of time, hung up on, transferred over and over, disconnected, told that it was listed my problem was solved, talked to dozens of people, heard the same thing over and over, was treated rudely. I am so worked up and with high blood pressure this is not a good thing.

I just want to return this piece of junk and I can't believe that DELL is being so irresponsible for something that is their fault. They are saying my warrenty ran out and I waited too long for the return policy. Well I didn't have the problem until after the return period has passed. I think something very fishy is going on as they keep giving me a run around. I have no issues with foreigners, but I can't understand them and they don't seem to have any idea of what to do except apologize, transferr calls, and avoid getting me to someone who can help, if there is any such person, I need to know what to do and who to talk to.

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