Complain about a product or service

Dell Customer Service

Stephen of Moscow, PA September 3, 2009

Order shipped with incorrect monitor. The issue is being passed around from one individual to another with no equitable resolution. After recognizing that the monitor was not what we ordered the sales associate was notified well before the order was built and shipped. I want to talk to someone that has the abilty to take care of the problem.

Lauren of Waukesha, WI July 2, 2009

I had a Dell Inspiron E1505 that I had bought to use at school. First time it crashed, I was told over the phone by customer service that it was because I had used up all my memory and that although I may have thought that I was uninstalling programs, because I had used up all my memory the programs were not actually being uninstalled, and that when I added additional programs, that I was adding to a hard drive whose memory was used up. Ok, fine, I dont know enough about computers to argue this. So I had a new hard drive installed that had more memory by a company that was not DELL because I did not want to pay the shipping fees.

Not too long after, the battery for this same computer died out on me. Called Dell's customer service and the person on the other line told me that I would need to purchase another battery online from Dell. No mention was made about the battery recalls at this time and this was in the Spring of 2008. I have recently checked the battery (both the old and the new) and the were not listed as being recalled anyways.

Then, at the begining of my senior year in college, the computer crashed a second time. This had happened after I had plugged in my printer and then turned on my computer. This was also during a time when the computers at the college I was going to were having a lot of issues (I could never find out the reason for this). I called customer service and they told me that my hard drive had crashed. I asked them about the possibility that having plugged in my printer before turning on to use the computer had anything to do with it, the told me "no".

I asked about the waranty on the computer and they said I had a few months left. Unfortunatly the warranty doesnt cover shipping fees and after they found out that the new hard drive that was put into the computer was not installed by nor purchased from Dell, I found that the warranty was no good. Ok, my mistake on that part. They told me I would have to have the hard drive replaced (after having bought a new one recently installed about a year ago). The cost of a new hard drive plus service plus shipping fees turned out to be more than simply getting another computer.

So I sent the computer in to a different service that dealt with computers to retrieve as many of my old files as possible - but I did have a majority of the items of importance already backed up,...just not my recent school work. Unfortunatley, an individual in my family had rushed to get me a new computer so I could have it ASAP for school since because of the issues with the school computers, I had an extremely hard time getting assignments and projects completed.

This new computer, which was another Dell (the individual had gone against my wishes and purchased another Dell computer), cost me about 1,000 dollars (yes I did pay for it myself). Well this new computer didn't come until the end of the school year in December. It is a Dell studio. Was able to bring the old computer into this other company, get the old files extracted and backed up, got another hard drive for a great price and bought an external hard drive for less than what dell wanted for a new hard drive and in less time than it took to get a new computer.

It was after I was told that the computer had "fried" an external hard drive that I had initially bought while this other service had tried to connect it did we find that the reason for it's crashing was, in fact, one of the USB ports, NOT the hard drive itself. Never suggested by the Dell people. Well, sure enough, not even six months later while trying to finish up my senior thesis to graduate with a Bachelor's degree the NEW computer started giving me problems. It freezes up (except for the mouse) after about 10-20 minutes of turning it on, forcing me to turn it off the improper way.

This thesis, if not for the backup external hard drive, would have never been completed. Needless to say, my senior year of college ended the same way it began. I am currently typing on my older laptop (which now has a piece of black electrical tape over the defunct USB port) because the newer one does not work and am having a hard time discussing with dell what the issues are with this Studio laptop, especially since I have been told and have found out that there is no one that I can work with face-to-face and can show me what is going on now. Between this two computers, I think its safe to say that I have spent over 3,000 dollars between replacements, parts and services.

phel of wheatley heights, NY July 2, 2009

I first purchased my Inspiron 1525 Laptop at the November 2008. This laptop was orginally purchase because i was in the process of taking a class in Public Health online. I was never able to start this program on time because the first laptop purchased out of the box would not turn on. I had to call their customer who were not able to fix the problem. Dell eventually replaced this Laptop. The 2nd laptop stopped working after a month i would not connect to the internet.

After serveral attempts and many hours on the phone with techinicians from India i finally got tired of having ask the techinicans to repeat the information i then decided to pay 100.00 so that i could communicate with a techinician in the US. My laptop was eventually fixed by earsing all the data in reinstualling it. The internet services was reconnected with the assistance of the techinician. My laptop then worked very well for approxiamtely 21/2 months before if it crashed again.

I am now tired, of the calls and spending hours on the phone while the technician tries to figure out what the problem is. My warrantly will expire in September 2009 and i have not had continuous use of this product for no more than 21/2 months. I am still paying for this laptop and have thought about not paying for the remaining balance but due to my credit being affected i have decided to continue with the payments.

I would truley appreciated any advice with this problem. What can be done to reslove this problem. Dell has not been of any assistance really other than their techinicans who can only go through their protocol.

I really would just like to return my laptop back to the company and be refunded monies already paid. I have a desktop computer which i purchase many years ago (6yrs) and have had two techinical problems with this computer which it was repaired by the technician who came to the home and repaired the problem.

I have not had any problems with this compter since then. In fact i am using this computer to communicate to you. Therefore i had every confidence in purchasing this laptop with Dell but is particular purchase has been a nightmare, and most importantly i have had to delay/cancel my online program till a later date. Please help

topaz of panama city, FL September 2, 2009

many defaults, bugs, constantly not having internet exployer provided by dell. I have had since January 2009: 2 new hard drives with their one lap top( brand new), then, another new computer they replace and that had: to have a new hard drive replaced, a new motherboard and I still have my computer: mouse not correctly responding and the internet exployer provided by dell shuts off at least 2 times or more in an hour.

They said I need to pay further warranty and thet would not sponser the software of my computer unless I paid them a large amount of money. Lost of jobs, communications, loss of monies unlimited.

Victor of Port Huron, MI September 2, 2009

Dell sent me the wrong printer adapter cable when I bought a computer. After a week of emails I got a return authorization no. But by this time I was on vacation. I didn't get to that email until several days after I returned. I first noticed they had cancelled my no. because it was more than 15 days, and wouldn't give me a new one. I'm stuck with a useless cable. They also had wanted me to print out my UPS form--duh--my printer doesn't work. I had a lot of trouble getting my laptop software to work and it took hours of calls to India to get them worked out on multiple days. I'll look for someone else next time, maybe Gateway.

Victor of Cookstown, ON July 3, 2009

I had taken my computer on an extended vacation. While away, some of the keys started falling off. I could not make of all of them stay on and called my husband about the problem. He placed an order for a "Light Backed" keyboard. This was an option so that you can see your keyboard in the dark. After hours on the phone to have this repaired by our extended warranty, my husband said, "let just purchase a replacement keyboard". The taking down of our Credit Card number was the only action that moved along quickly.

My husband gave our customer number and order number to ensure that Dell would send the correct "upgraded keyboard" that we paid extra for. When I returned, we had a hassle about having Dell install the new keyboard. It was explained to us, that replaceing it was quite simple - 2 screws to be removed and that was that. My husband is a very hands on guy but this, he felt had better be left up to someone who knows their business.

After giving up on Dell, he took it to a local computer repair shop. When the computer was picked up, we were told that Dell had sent the wrong keyboard to us. Mine should have had a switch on it to turn the back light on or off. We tried to have something done about the incorrect filling of our order. Oops, the 30 day return policy had expired and now "I'm sorry sir, I cannot help you".

You just have to give up when you spend 2 - 3 hours on your home phone and you can't even understand the person you are talking to! They are not on the North American Continent but in India or where ever! Isn't there anyone in Dell's location in Texas?

I had lost my power cord to the computer during my trip home. So, while my husband was discussing the wrong order, he also placed an order for a new power cord. Dell is very clever and has a unique plug-in for their computers. You can only buy these from Dell. Well, once again, our credit card number was taken in a New York minute.

Shipping was quick but WHAT DO YOU KNOW? They sent out part of the cord (from the computer to the transformer only). I still needed the AC cord that would plug into the wall! Well, I sent an email and they actually called us at our home. After (I kid you not!) 2.5 hours on the phone they tell us we have to purchase that part separate!

NEVER AGAIN WILL WE OR ANYONE I SPEAK TO, BUY FROM DELL. They have a real scam going on there. Go and buy your computers from a local store and take out their extended warranty. However, do not purchase a Dell from said store, you will be so disappointed, I can guaranty you of that.

Clay of Tulsa , OK August 31, 2009

I ordered a Dell inspiron 1525 on June 28th. With that I ordered a bag and mouse. I got the dell three weeks later and the bag and mouse as of August 31 have not arrived. I have spoken to and reordered from Dindi 3 seperate times. REF#118788428. This number is etched in my head. She always calls back but still does not know why dell cancelled the order al three times. She never has any information but is always glad to reorder using my credit card then credits it back 8 days later. This has been a nightmare.

SHAWNDRIKA of SUMTER, SC August 31, 2009

I have had issues with my Studio 1735 since April 2009. It got worse when Dell sent it back to me as fixed in April 2009. I have been trying to get my laptop fixed sinced. The latest incident was 8-26-09 when i spoke with a lady named Ellen in the XP Team Employee Purchase Program, (she was the 8th person I spoke with after being transfered to person after person saying i was transfered to the wrong department),

Ellen troubleshooted for hours and refused to send my laptop to the depot to be repaired. ONly then i was notified that my warranty expires 8-28-09. She said if it was a hardware problem then they could send it off; later an error came up that it was a hardware problem, she then put me on hold then came back and said she will send the hardware to me and i have to install it myself (unexperienced).

I asked if there was a problem because my warranty was up in 2 days and she said no it wasn't because the problem exist before the warranty expired. She then offered me a call back to make sure the laptop was up and working and she never did. I am experiencing the errors on the hardware and my software has stopped. I have been calling everyday since and i have gotten no where.

today 8-31-09, i have been on the phone for hours and they have been transfering me to every department who says they cant help me. They explained the problem has not been resolved but i am still covered until it is but i am on line now with the 7the person who says i was transfered to the wrong department.

I am upset because i have an online class that I am not going to be able to have my first assignment completed in time and I have burned my 450 minutes i get monthly on my phone, by being on hold. I am wanting to know my rights and what i can do about my situation. I am not getting anywhere and I am backed in a corner. the customer service is terrible, even the management because i spoke with a couple of them. My laptop still have hardware errors and the battery sent is faulty

Julie of Schoharie, NY July 7, 2009

I ordered a computer camera from Dell on sale on 5/19/09. Received 5 confirm notices for one order which was to be shipped and to receive on May 28th. Camera never showed up. Called Dell June 2 and received an overseas person who could not find the order, had no record of any order placed by me and would not accept a faxed or e-mailed copy of my confirm. She offered to re-order but gave me a hard time about getting the sale price. I DID NOT re-order with Dell as the woman was not consumer friendly.

Bought it from Amazon.com at 20 cheaper than Dell's "sale" price and recieved it 4 days later. On June 25th I received 5 e-mails confirming my same order AGAIN. Called and spoke with a John and he couldn't understand what was going on, would forward my situation on to someone who would check into it, gave me his phone number, and assured me the order would not got out.

July 1 received 5 notices that said that the camera was being shipped and would recieve it July 8th. Called at least 8 people, including John at the phone number he gave me (no one knows who John is), explained the entire situation to all eight people, and got unrealistic answers, no one that was able to do anything and my credit card has been charged for something I was told would not ship, order lost and I have purchased and been using for a month from a more reliable company. Live chat isn't applicable as their web site wants info I don't have. I e-mailed and no response received. Called Texas and was forwarded overseas again. Their phone system is horrendous ! Will never order anything from them again.

Mark of San Marcos, TX August 29, 2009

Called tech support regarding my screen dumping every fifteen minutes and then rebooting. Tech support answered and said they would have to transfer me. Frances in Manila was the Tech support guy who couldn't help with the problem. He transferred me to India. Support in India said she would have to transfer me which she did to El Salvador. Transferred to refunds department in El Salvador where I spoke with the rudest guy I have ever had the displeasure of speaking with, Giovanni. It was obvious that I couldn't talk with him so I asked to speak with a manager. He said the manager would tell me the same thing and I again asked him to transfer to the manager. The manager, as with everyone, apologized for the long phone call. He said he would transfer me to tech who would need to have a case number drawn up and then they would transfer back to refunds so that it can be enacted.

After approving that the computer is not working and that I can return it without restocking fees. I explained to her in this call exactly what the screen was saying as the problems history was long and it seemed the shutdowns were all the same problem.The tech support woman in India said that the manager "would like a quick word with me". He got on and rehashed what she had said by stating "you will get a full refund for the laptop with no restocking fees. I am going to warm transfer your call so you will be connected immediately". That warm transfer resulted in being transferred back to Giovanni, the guy in El Salvador who is a.)extremely rude and b.) should not have anything to do with customer service.

Transferred back to Giovanni at the refund office in El Salvador. He looked at the case #804 051 839 that approved the full refund without restocking fees and he said that still did not have the trouble shooting. I said if you go back and listen to the phone call with India I gave her the information and she said since I didn't get the product I bought that they were refunding me everything and will not charge a stocking fee. I asked to speak with the same supervisor who transferred me over to tech in India who went through my case and assigned the case number and said I would be refunded. I was told he would tell me the same thing that the documentation wasn't there. I asked Giovanni again to transfer to the supervisor. He said the supervisor was busy but would be with me in a few minutes.

Giovanni in the El Salvador office said the manager was still on a call and would still be a few minutes. I said ok. Giovanni came back on and I said it has now been a two hour and eighteen minute call and he said "I don't need you to remind me of the time of the phone call" and said that "we are the only ones to allow refunds with proper documentation". I said I will still wait for the supervisor. Phone was disconnected from their end TOTAL TIME OF PHONE CALL: 2 hours and 28 minutes before being disconnected and I still have a computer that does not work and told I will have to pay a restocking fee, over 150.00 U.S. dollars for returning a corrupted product

Called Back. Michael transferred me to returns department. Spoke with Tony in El Salvador at the refunds desk. Came back and said the manager is not available and that I would have to pay the restocking fee and that they all discussed it. I said that the case from India #804051839 came from tech support and that my computer is not working correctly and they have approved it. I told him over the 2 hour and 28 minute phone call earlier, I didn't get upset or raise my voice. I said in this phone call which was at 23 minutes that now I am getting pissed and I want to talk to the supervisor there in El Salvador who transferred me to Tech in India so I could get a case number so it would be approved. He again said the manager was not available.

I lost it. I tried getting ahold of someone in the United States who could help and each phone call I was transferred to India. At this point I have a 1200.00 computer that is less than a week old and shuts down every fifteen minutes. My Iphone battery needed recharging so I hopped online to begin finding out how to get this piece of crap computer off my hands at this point. I want nothing to do with Dell ever again. This entire scenario doesn't even begin to reflect the problems. The previous day I called about missing the printer and was told 5 different things from the shipment wasn't picked up by Federal Express to that the order wasn't processed yet to that it was shipped on the 17th of August to there is not tracking number to there is a tracking number. I finally cancelled the printer as it was obviously in the nether world. IF YOU EVER THINK ABOUT GETTING A DELL THINK TWICE AS I CAN GUARANTEE IT WILL BE THE MOST FRUSTRATING AND TIME CONSUMING DECISION YOU WILL EVER MAKE.

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