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Barb of Winnipeg OTHER (07/05/08)
I called Dell yesterday to obtain the Order Number on the Inspiron 1525 I ordered on June 22nd. I was told they could not locate my order. I had to spell my name clearly and repeat my phone number to at least six different people. Each person told me I 'had the wrong department'. They were the ones who transferred me there!
Excuse me for being a little bit concerned about you losing my order AFTER you send me an email letting me know you're going to withdraw money from my bank account to pay for it. After I hung up on the sixth or seventh individual I spoke with, I sent an email to express my displeasure. All I've received back are rude responses.
Unsure. If I don't receive my order and the money starts getting withdrawn from my account, that will not make me too happy. I spoke to the salesperson at the Dell Kiosk where I made the purchase and they had a tracking number for the order, so I'm hoping it's actually on the way.
Rebecca of San Ramon CA (07/04/08)
I purchased a Dell laptop through the internet. So when I ordered it would take two weeks, then two weeks came and went. On the day it was suppose to ship, I get an email saying that is was extended to another two weeks, I have no other choice, right. I charged this to my credit card. Laptop 499.00 1525 Inspiron thought it was a great buy but what a headache and I never got the damn thing. Apparently they will cancel you if it takes more than 30 days to ship out your order.
Can you believe that they cancel you if they can't get ahold of you, well i got an email and a telephone and gave them an ok to extend my shipping and DO NOT CANEL MY ORDER! Well I got another email later that day and guess what they canceled my order, so I called customer service and waited and waited until someone from India answered, they transfered me around four or five times blaming each other. But they are willing to send me to sales department to order another one, I said forget it, I still have not receivd credit and from what I read on the Interet I am afraid I will be waiting a long time.
Parvez of Pune OTHER (06/27/08)
i had ordered an inspiron 1525 lap top from Dell India,i was quoted a price of Rs 49875.81 for the same which was acceptable to me, the terms of payment were agianst advance by Bankers Demand Draft which i accepted and sent. On recieving the draft Dells representative calls me and tells me that the price has now been revised upwards by a sum of Rs 3793.00 and that the company will not process my order inspite of recieving my Demand Draft as per their demand. I was later put in touch with the supervisor Roshni Singh who told me that the sales rep who had attended to me had mis quoted the price and as such there was a difference which i had to bear.
I had no recourse but to pay the additional demand as the comp[any was in reciept of my Draft and was now raising additional demands. I had to make an additional payment as demanded to get the company to process my order.I am feeling totally cheated by Dell, this is not ethical of a company to quote an amount, recieve the payment, and then make additional demands
I had to lose an additional amount of Rs 3793 and had to undergo all the stress of having to deal with unprofessional people in a company that i thought was professional.
Robert of Fort Myers FL (06/26/08)
I ordered a desktop computer from Dell on March 4, 2008. I paid by Visa in the amount of $1,197.44. When I inspected what I ordered, it wasn't what was discussed. Dell sent shipping labels and picked up the computer from me in April. They told me that my Visa card would be credited back the $1,197.44. They said it could take up to 30 days to hit my account.
Despite repeated and numerous phone calls to their customer service department, I have not received any refund of any kind. In May, I was told that their records show my account was credited the $1,197.44 on May 5th by them, but that could take 30 days to show up. They gave me a credit refund number. My bank verifies they have NEVER received any credit for my Visa account from Dell. Can you help me to get my money back from this customer unfriendly multi-national ripoff ?
I am out of pocket $1,197.44 since March 4th, 2008.
Barbara of Hughesville MO (06/26/08)
I had my entire computer system stolen from a storage unit along with all the information related to my Dell Computer. I have made 10 attempts at calling Dell customer service to attempt to locate my order, customer numbers etc., Gave them my old billing address and phone numbers and the non-English speaking person on the other end of the phone keeps telling me the same thing, they cannot comprehend thatl have NO information on my computer and thats why l am calling them. I request to speak to a Supervisor and every time they hang up on me. I know they have Historical Data on past orders, so why can't they help me.
I lost my home, job and vehicle in Georgia, had to move to Missouri with friends and then had all my valuables stolen from a storage unit. I am at the end of my mental rope. I cannot be beaten down any further.
Dirk of Emmen OTHER (06/26/08)
I bought a Dell Precision laptop February 2007. I am a computer trainer and travel around the world and need that machine daily for presentations. In order to make sure that I would have use of a machine no matter what happened, I paid a large amount of extra money for three different insurances, 1) next day business support (24/7 repair support), 2) Business Support services and 3) Complete-care accident and theft insurance. And, I bought the most expensive machine they had, a Dell Precision, which costs me in total around $ 5,500 (yes yes, five and a half thousand dollars for a laptop)
On March 23, 2008, in the middle of a presentation, a lot of smoke came out of my laptop, rendering the machine unusable. Dell promised me immediate support.... every week... since that date. Is is now 14 weeks later! and we had contact weekly. Every week I was promised a cure, a new machine, it actually never happened, I never ever got an email or phonecall telling me what they were going to do to cure it. Dell's next business day support now takes more than three months without any reaction from their site, except promises, promises, promises... we have sent an urgent email to the department who takes care of that no, sir, we cannot transfer you to a manager you will definitely have a new machine within the next five days sorry that it took already four weeks, you will have the new machine sent by express this week sorry sir, we have internal problems with casablanca, where all these complaints go to I am sorry sir, the person who takes care of this is on holiday this week ... and I can go on telling you about their constant excuses.
Consequences: I need a laptop for my presentations and it should run VmWare. I cannot just go an buy an extra.
Gloria of Pharr TX (06/26/08)
Went online and ordered a dell 1720 INSPIRON on 1/07/08. Specifically informed the salesman that I wanted Windows XP. He told me that if I wanted XP, I would have to buy a smaller 13 laptop as opposed to the 17 inspiron I wanted to buy. He also said that XP would soon not be available and that soon after, tech support for XP would not be available either. When I received my e-mail confirmation, I noticed it said that I chose windows Vista. I didn't do anything about that because I thought I couldn't since windows XP would soon be off the market. Now I hear that this is not true and that the computers are usually built at the time of the order.
As everyone is aware, Vista has many incompatibilty problems and every other use of this laptop is very upsetting. You turn it on, it starts up okay but next time, it fails to start, I have to hold the power button until it turns off, turn it back on, wait a half hour or more while the system restores and maybe I'll have time to use it, if I haven't already gotten so irritated that I just, turn around and tell it to shut down. No more time or desire to work on whatever I started to do. Have the laptop half the time is nothing but a headache. I join the other dissatisfied customers in saying that I will never purchase a dell again.
I have been asking them to swap out the program free of charge because I never wanted vista and was basically forced to accept it & I don't feel I should have to pay for XP when I originally had to pay for vista, which I never wanted to begin with. Now they are telling me that my warranty would be void if I download XP.
Incidentley, I never asked for the 3 year warranty they sold me. He said it was part of the package. Dell has a bunch of liars working for them. Also, I am guessing, these are also employees in India because they all have that hard to understand accent. In other words, they are telling me that I can't have XP on my computer at all without losing the money I paid for the 3 year warranty I never asked for. I would like to know if Dell can be sued for any of these problems. My blood pressure has gone up as high as 150 over 100 over this stress and mental anguish
Brett of Pleasantville NY (06/25/08)
I am writing this in regards to a purchase of an XPS 1330 laptop I made from Dell on 12/16/2007. At that point in time Dell was having a promotion that stated if one were to purchase an XPS laptop and it is above a certain price, they would receive a two hundred dollar gift card. My purchase was well within those qualifications and my overall total before tax is $1,553.00 which is above the $1,499 regulation. It was stated that the gift card was to be mailed to my house two weeks after my laptop arrived.
I waited one month and it never arrived. I called up dell and reminded them and they said it would arrive shortly. I waited some time and called up again. This time I spoke with a customer care supervisor and was told that I would be receiving it fairly soon. After a month later still I have not received it. Now when I call up Dell they say that my order no longer qualifies for the gift card because the promotion is over. The promotion that Dell was offering in regards to the Gift Card sounds more like fraud. I dont feel I should have to suffer and not get my gift card because of Dells mistake of not sending it to me. I would appreciate any help in getting this matter resolved. If there is anyone else I can speak to that may be of help I would really appreciate it. Thank you for your time.
Ryan of Saint Louis MO (06/25/08)
I was on my cell phone trying to get a replacement part for over a hour when the wrong one was sent to me. I was on hold 70 or so percent of the time. Still do not have my issue fully resolved.
Went into overtime minutes & was late to work from how long I was on hold.
Jennifer of Port Charlotte FL (06/25/08)
i called about buying a computer, i never knew how much i was going to pay until i recieved the computer. i would never have bought it for what they wanted to charge me. months went bye and i started looking at my bills. my interest rate keep going up and up. i didn't understand, because i told the guy i ordered the computer from i could pay $45.00 a month. but it was like my balance wasn't going anywhere. about a year after having it someone had to come out to my home and redew my computer. then i called again about my interest rate going up because i could no longer afford to pay for the computer.
i spoke to a lady that told me to mail back the computer and all i would have to pay is for the printer which was like $250.00, i was okay with that. so i mailed the computer back and they are trying to charge me like $2500.00. when my balance was i think 1400.00. something needs to be done. i shouldn't have to pay for something i no longer have, because i would have never returned to computer. what sense does that make?? please help
my credit has been affected by this. i was 18 when i bought this computer, i never thought i was getting hurt by this. i no longer have the computer and they still want me to pay full price when i was told i would have to pay no more than $250.00.
Thomas of Squaw Valley CA (06/22/08)
My 5 month old Dell stopped working. I contacted Dell and after a short time a new hard drive was ordered. That is where the trouble started. After 10 days of being on hold, promises made and broken and either bad information or delibrate lies I gave up and asked that a new drive be sent directly to me...oh that it were that simple.
After stuffing my anger I wrote to Dell, Zita Cassizzi - US Consumer Marketing in Austin, Texas only to have the letter returned to me ...REFUSED. Not only is DELL not able to control their subcontractors - BANKMEC and SYNTECH (sp?) they are not able to work well outside of the script, and are aloof from the public, hiding behind an amorphous screen of customer contempt. I cannot even find a way to send my written complaint to ANY ONE at DELL. This is my last DELL.
I was unable to process my monthly invoices on a timely basis and suffered the loss of timely earned but not billable income
Anthony of Plaquemine LA (06/21/08)
Ipurchased a Dell XPS 720 for the amount of $3587.00 in August of 2007. I have not been able to use this unit for the last 3 months. Imagine wasting that amount of money. Dell has not been able to correct the issue, but refuses to exchange my unit even though it is under warranty. What I have is a $3600.00 computer in my office that only takes up space. TERRIBLE CUSTOMER SERVICE FROM DELL!
The DELL XPS PREMIER SERVICE they advertise does'nt amount to a hill of beans. After purchasing 4 DELL computers in the past, I will NEVER own another Dell product.
Randy of Ajax OTHER (06/20/08)
I purchased a Dell laptop, on-line, June 12, 2008 and received confirmation later that day. The ship date was July 21, which was not acceptable. I placed a query with Customer Service and received a response that they would move the ship date to June 23rd - even though they were back ordered. On June 17th, while waiting for the shipment, I decided to upgrade to Office 2000 and telephoned the company. After providing my personal information before being able to speak with a customer service representative, I waited, in limbo, on the line for 10 minutes before my call was answered. I had to keep checking the phone display to ensure my call was not disconnected. The customer service representative told me that a sales rep could upgrade the order and I again waited about 5 minutes before a salesperson came on the line. He started by cancelling my first order and rebooking the entire thing, with the new software. He said that if I paid an additional $79 plus tax for a larger battery, I could have my computer 5 days sooner.
As the purchase included 3 free months of internet access, he said he was booking that also so I could begin to use the service. I told him I already had internet access and that I didn't want to start the free service until I had the new computer so I could compare the service on the new machine. He insisted that I start using the service now, as he had booked it. I told him to cancel the order entirely. Later that day, I sent an e-mail to customer service, advising I had cancelled the order and why.
On June 19th I noted an e-mail from the salesperson dated June 17th, confirming the new order and noting a ship date of July 25th and another from customer service stating they would take my complaint to a more senior management level so that my purchase would proceed promptly. Outraged, I telephoned customer service. Twice I provided my personal information and was placed on hold...the first time, I hung up after 10 minutes of waiting, the second, I hung in for 15 minutes before my call was answered. I demanded to speak with a Manager...again the wait to be transferred. I told her I had cancelled the order and explained the events that led up to this communication. She told me she would have the salespersons Manager contact me with an explanation.
Later that day, I received an e-mail from the salesperson wondering why his Manager had spoken with him about why he hadn't cancelled the order. I tried to respond to his e-mail, but was unable to do so. Again, I copied customer service and asked that they forward my response to him. This morning I found the salesperson had left 2 messages on my office telephone stating I hadn't cancelled the order and why was I saying that. I've had it with DELL!
I spent a great deal of time researching which computer to purchase for my home business. I needed it for July 1st startup. I've been extremely frustrated with delays and time spent explaining over and over again. I've been unable to sleep the past several nights and now I will lose money on the new business contract until I can find a new computer.
Randy of Webster FL (06/20/08)
I received a sale catalog and went on site to order the Dell Inspirion 531s. When I received it, it didn't have a data-fax modem, nor did it have the cd burner. When I called them they said I didn't order them. Described in the catalog, it came with everything.
I still don't have it working, I have dial up ISP. I am going to take it to a local computer shop and buy the components and have them installed. I don't know how much they will cost me. I can assure you that I will never purchase another Dell.
Sheryl of Munfordville KY (06/20/08)
I ordered a desk top from Dell several months ago. it was defective. After numerous phone calls, being put on hold, disconnected and passed from person to person they finally picked it up. My account was supposed to be noted that I was to receive a discont and free shipping if I ordered another computer. Fast forward to may and dells memorial day sale. they had a nice 1525 in the email flyer for $499 (2 gig and 160 HD). I called to order it for my daughters birthday. They said they couldn't find the computer in their system, tried to sell me a a model with 1/2 the hard drive and memory for the same price. Refused the discount and free delivery saying computer was already on sale. they ended by telling me to order online if I wanted the special!
After numerous tries on the website I finally got the order placed. since that time they have repeatedly delayed the order. Still refused my discount and free shipping. their repeated response was cancel the order. They won, I finally cancelled the order and bought a toshiba! this was clearly a case of bait and switch. they advertised very low prices and then try to talk you into purchasing a different computer. if that doesn't work they just keep delaying your order!
Dissappointed my daughter for her 16th birthday!
Melba of Roxboro NC (06/19/08)
We recently purchase another Dell computer. We asked about a complete warranty that covers the computer even if owners fault(ex spilled substance etc). The lady who sold us the computer did not know anything about that warranty but said she would have someone call. I asked then if the 12 month no interest would still be in effect, she replied yes. A couple of days later we were contacted and took the $302.00 additional warranty. That lady whose name I didn't think I would need assured me that the no interest on both computer and warranty would still be in effect.
First month no interest, 2nd month 38.00 in interest, I called 3 times, Suzette was the 2nd contact. I then contacted a Dell Preferred account rep. and was told that because I had not taken the warranty at the time of purchase, I was not entitled to the no interest for 12 months. So I then told her to cancel the additional warranty and was told that it had been over 30 days and I could not cancel. It had been over 30 days because after the first statement I was sure I was getting no interest charges and quite frankly by taking the additional warranty the interest charges that I would have saved would have paid for the warrranty.
I was also told by the warranty person that I would receive a $75.00 coupon to be spent any way I choose with Dell. There was no indication of that either. They said without the persons name, they couldn't help me. I am sure these people work on commission and I have the detail and purchase number. I don't know how dell does business, but I would think her commission would be linked to this number.
After 2 supervisors and a lot of you are misunderstanding, I paid the bill off and do not intend to deal with Dell every again. Luckily I can now purchase ink cartridges thru Staples. Just wanted people aware of some of the scams they run on interest rates. $38.00 per month on $1200 is quite a bit.
Consequences for Dell is a lot of lost business, most of my friends run their own home business like I do and use a lot of 12 month free interests.
Damon of San Jose CA (06/19/08)
I recently bought a inspiron 1525 from dell and updates from microsoft don't work. This is a known Dell issue and they have done nothing to correct it. This happens in both operating systems XP/Vista. When you call for help they have been instructed to give you the run around as they are hoping microsoft will come up with a fix for them. Hardware issues cause the system to not accept update. I will NEVER buy DELL again I lost 1200.00 DONT do it.
I have lost all mp3's all photos and all hope of a secure system. DON'T BUY DELL
Luis of Shady Side MD (06/17/08)
I purchased a DELL A/C adapter to replace my original broken power supply. The new power supply works, but it will not recharge my laptop's battery. I called DELL technical support to confirm if the right A/C adapter was sent to me. They told me I would have to pay $39.00 for diagnosing my problem. My old power supply's only issue was it plug. It never had any issues recharging my battery. Why would the new power supply not recharge my battery unless is the wrong power supply. It makes no sense why I would need to pay a fee for something I already know.
After been transferred and dropped a few times from the phone line, I decided to return the item for a full credit. My laptop is used for personal and professional development. I lost time in dealing with DELL customer service and lost time and money because the system was down. I certainly don't want compensation, but do expect a certain level of customer support that is reasonable and competent that complements what is suppose to be a well designed product. Dell has lost a customer for life.
Kanti of Tempe AZ (06/17/08)
I bought a Dell Inspiron 1420 from Costco on 12th June 2008. This came preloaded with Windows Vista, I wanted Windows XP. I chatted with Dell Customer Care though Dell website. They told that the laptop is compatible with Windows XP and a Customer Representative would call me and take an order. They called me, took the order took my credit card details. They placed the order, sent me a confirmation email. But the email has everything wrong, wrong person, wrong address, wrong phone number.
I called Dell atleast 10 times, some people even went to the extent of bluffing me and saying the order has been cancelled and money would be credited back, but finally turned out that they shipped to wrong address. When I call them they give very irresponsible answers. The confirmation email they sent me has an extension number, when I ask them to connect they say, we dont have extension numbers.
One Mr. Brian who told he is the Manager told that they would credit my money back only if no one accepts the delivery and if it is returned to dell. One of the Customer Care person took my address and said that I was misinformed and that the delivery is happening to my address. To put it in one line, a group of irresponsible Customer Care people, atleast 4 - 5 hours frustration, a lot of lies and I lost 204.98 dollars.
Mike of Columbia TN (06/16/08)
Purchased my second laptop in two years from Dell. I also added a few peripherals like a carrying case (Belkin) and a wireless otical mouse. Everything shipped seperately from the laptop. The first box received was the Belkin case. We nevr opened it jsut assuming it was the carry case. It was. Problem was that on the packing slip it said the mouse was also included. It was not. Never got it but we didn't know this tell the graduating senior opened his gift. There was no mouse in any box we received from dell.
23 days passed so their 21 day rule kicks into effect. I have had 20 emils with them on this and they still will not make good on a $20 mouse! Unbeleivable! I've called three times and aside from getting a person who i could barely understand, I have found no one who can resolve a $20 mouse issue.
It is an undertatement that they have lost this customer for life. I ahve purchased 3 computers from them in 5 years. This will be my last and I will tell as many people as I can that a Dell Comupter is not worth the pain of what mugh follow if something does not go well with the purchase.
Luke of Oakdale CA (06/15/08)
I ordered a labtop at the end of May, that had an expected arrival date on June 10th. The order was delayed until June 17th. I called Dell and ask if they could give me some sort of compensation for thier inconvenience. The supervisor was extremly rude, as I asked to speak to a supervisor who could elevate the call. The company said that there was nothing at all they could do.
I received my computer late, I needed that computer for school
Ian of Shanghai OTHER (06/14/08)
I get a new computer from DELL which my company has a global deal with together with a gold service arrangement. Some of the software does not work. Cannot conect to dell by telephone, support centre, chat line, send email etc etc. They sell you their crap, and when you need to contact them for assistence you cannot. Selling crappy products is one thing, providing a service is everything.
Beth of Palm Beach Gardens FL (06/12/08)
I ordered a laptop on line 12/07 from Dell. At the same time my company issued new laptops. I called Dell to return my order. I was given a return number and instructions. The next day UPS came, I handed them the computer. This went on for a few days they continued to send pick ups. When I did not get my credit on my credit card I called Dell customer service. This is when the nightmare began. After being routed around and placed on hold. I was told I would get my refund and an e mail confirming I was told this at least 3 times. That never happened.
I called back was routed around and placed on permanent hold. I have been calling since Dec and have suffered the same abuse. Ive also spoken to the same person several times and they give a different name each time. I cant speak anyone that can make a decision. I contacted my credit card co and they did an investigation and had the same results. The charge went back on my card. Yesterday I recieved a collection notice for the $1153.24 amount even though it has been re charged to my credit card.
And I still am told by Dell that the computer never made it back to them. I am still told several stories by them and no refund and now they have sent it to collections even though I have proof that it was re charged to my card! They are the very worst company I have even purchased anything from I just cant believe the way I have been treated by them!
Jerry of Irvine CA (06/12/08)
I ordered a laptop in April, the laptop came, but it was the wrong one not even close. But I was charged for the computer. I called Customer Service and they sent out another computer, close to the one I ordered, but still not right. I shipped both computers back cancelling the order. It is now June and they still have not credited my account although records show they have received both computers back. They now tell me it will take another 16 days to process the credit and they refuse to override that process and simply credit my account.
This has taken time and effort to continue to track down this credit. The charge has also been on my credit card for almost 2 months and may effect my credit rating.
Mahima of Hoshangabad OTHER (06/12/08)
Battery not charging note book is under warrenty, contected so many time to contect number but every body passing information to other, send email also but no reply
rs 1000
Manish of Glendale AZ (06/11/08)
I have seen Dell advertisement on dell website and booked Laptop with which dell claimed that estimated shipping date is 11th June 2008, but suddenly they send mail that order got delayed and they are going to ship on 18th june 2008 (even that date is also not confirmed). When i called customer care that i want to continue with order but deliever i can't afford to be on 23rd June 2008 as i am supposed to leave in same week near to 23rd june 2008. That time they inform that they will make their best effort to deliver at the earlist, on further enquiry that how they will do that ...their call center representative told that they don't have mechanisim to put note for early delivery in order and neither they can request their manufacturing department to hasten the process.
when i asked him to convey my concern to his supervisor, he bluntly refused and told if i want to cancel the order i can and delaying shipment is normal thing in Dell and they have mentioned this in clauses. It is highly unethical for any reputed company to give false advertisement before sale. it will cause mental disturbance to the customer. i want that dell should be penalised for his unethical attitude
Economic : 700 USD physcial damage
Beverly of Fairport NY (06/11/08)
I'm a buyer in a large corporate purchasing dept. I've spent the last three days trying to place an order through the corporate side of Dell. I emailed a purchase order along with corporate customer number to our last inside contact. Have not received any kind of response. I don't know if the order was received, entered or in-process. Without a confirmation number, I can't go on line to verify any information. I'm convinced the original email was received.
Our company has purchased close to $100,000 over the past few years and I can't even place an uncomplicated order for toner cartridges? I've worked in purchasing for 25 yrs and never, never, ever have I encountered such a lack of customer service before and after the sale. I was in a meeting today to discuss new equipment; however, Dell's name did NOT come up! I wonder why?
Christine of South Lake Tahoe CA (06/11/08)
I purchased a Dell Laptop from a Staples store in May 2008. It said it came with a free trial virus protection. I was having trouble activating it, so I called Dell customer service. The rep convinced me that it was best to upgrade the trial offer to McAfee on CD. I wanted to just download the protection, but was told the disk was better in case I ever had to reinstall it. So I ordered it and gave Dell my debit card which they charged for $65.
I never got the McAfee disk, so I did a tracking and found out that my order was delivered to a Staples store in South Carolina (I live in California). A receptionist in S.C signed for it. I contacted Dell and told them I never got my order. They told me that it was delivered. I explained that it wasn't delivered to me. They told me to contact Staples, which I tried, but they knew nothing of the order. I then asked for my money back. I was told that I would have to return the order (which I never received) to Staples for a refund.
I have called them and emailed Dell at least 30 times, and they are of no help. They took my order (which I have an email confirmation from them on), they charged my debit card, and they sent it to the wrong place, but will take no responsibility for it. So I am out my $65 as well of hours of my time and frustration. I simply want my product I paid for or my money back. Thank you for any help you may have.
Sherri of Mountalke Terrace WA (06/09/08)
I called to get help with my DELL printer and my DELL computer and the guy put me through hell....the printer was a gift from my brother in law....his phone number is not the same as it was when he purchased it and GAVE IT TO ME. They would not help me, even though I purchased an extended warranty.
Nothing got fixed. not only will I never buy a DELL, I will make sure to blog and make sure no one I know will ever buy a Dell
Scott of Brooklyn Center MN (06/09/08)
It started out great. Both my son & I were going to order Dell computer's. My son order his on 5/30/08. With my wife's help he/she received a $5,000 credit with no intrest for a year. I ordered my computer/monitor/printer/wireless rottar and a printer cable and Dell to come out to set up and transfer data at my home, on 05/31/08. Received $4,000 credit approved with no intrest for a year. About 3 days later I received the printer cable. I thought great the rest should be coming in a couple of days. Needless to say it didn't. My son recieved his in a couple of days. Which I thought was great. My should be coming soon.
Went to the web site to check on my order to find out that it had been cancelled. I call the customer sevices support line and was given no reason as to why my order was cancelled. But, given another number to call. The fincial part of Dell. I though great. I will just have to use a differant credit card to pay for my order or they could fix it. All I got was that yes my order was indeed cancelled and that I would be receiving a letter in 30 days and should would have to call to find out what to do. And I still recieved no reason as to why my order was cancelled or what to do about it accept wait for the letter.
It took me about and hour or so to calm down. After I calmed down I went to Best Buy and purchase a computer package and a laptop for the less than the Dell package I had order. I work in a customer service job. And if I had done what those people at Dell did I would have been repremanded or fired on the spot. I think for the size Dell is it should be a leader in great customer service instead of a very poor in customer services. And to say that Dell is big is fine. But, they still need to have good or great customer service or they are going to start to loose there customer's like me. I will most likely never own a Dell computer because of the way I was treated. Or at least not buy it from Dell.
Jamil of Johnson City TN (06/09/08)
This morning June 9th I called Dell to place this order and after everything went smooth they transferred me to Account verification Department - after giving all information SSN, mothers Maiden Name, Phone number, address verification etc their answer was my identity cannot be verified -after staying in the phone for 56 minutes. After this call I have called three more times (25 and 22 minutes) and everytime I tell them the issue and explain to them that what can I do to prove that I am the person holding the account after giving the same security answers, they tell me we do not have further information and they hang up.
Well I am willing to help solve this issue and my question is if [they] cannot verify my identity why did [they] send me my previous order which was approximately $623.00, 4 weeks ago. I dont know what else [they] need me to prove, like a birth certificate or employment contract or copy of passport or anything else.
STILL NO RESPONSE
Nina of Al Ain OTHER (06/09/08)
I bought a Dell latest laptop from carrefour superstore for only 1month and the LCD has gone off. I hardly use this lapotop as I have my 5year old ACER laptop which was bulky but has been wonderful to me.
I couldnt even get help from carrefour custimer service as it was sold over the counter. I couldnt even get an agent to service it in AL AIN. I called Dell Dubai agent just to be put on hold. I am frustrated by the fact Dell promotes so much of its after sales service and good product but itdone seems to be.
Laura of Cape Coral FL (06/06/08)
I purchased a new notebook computer, and other items that were sold at discount if I purchased the new computer according to sales person, she seemed honest with knowledge, I never received accessories, they said they were dropped off, and the printer sent first was not what they promised- it was supposed to be small and wireless. It was huge and not wireless. I was able to send it back after several calls that were so frustrating, I did get a refund after many subsequent phone calls.
I was not able to reach the sales person as promised with number provided after receiving my computer. It had a very loose connection with the power cord and slipped out easily. I thought it was unusual and made a complaint, they said it was from ware and tare? it was brand new out of the box. the computer had battery issues with several calls to Dell without help- then the computer would not charge or come on at all. they sent a person to fix it at my home after much frustration - I finally reached a tech that knew what problem was and contacted a repair person to come to my home after several days without any access to computer needed for my job. This computer was rebuilt in front of my eyes including a mother board, with refurbished materials. I can not belive I paid $2,200.00 for defective computer!
This has been worst customer service, completely abandoned after purchasing computer and accessories from Dell. The computer is defective and now rebuilt, I can not make one more call to Dell. I wait on hold for hr or more each call then transferred and then they hung up phone during detailed discussion. I am able to use my computer but it does malfunction at times, I am worried it will crash and I will have to go through this whole thing again. I need a dependable computer, I only had this one for a few months, the responses on line are not helpful at all.
Dhanish of Lantana FL (06/06/08)
I bought a Sony Cyber-shot camera from Dell on 6-3-2008. I got the camera on 6-5-2008 and it will not work. I called Sony and talked with them and the man talked me through everything to try to get it to work but then he said it was the camera and not the memory stick card. I called Dell back and he told me they could not help me. I ask if they could replace the camera but he said no that it dont come with that option. So now I am stuck with a camera that cost $117.67 and it will not work.
I used my American Express card to buy it so I am going to call them to see what I can do. Sony said that if I cant get Dell to help me with it to all so call them back but I need the camera by Friday 6-13-2008 because I am going over seas for 10 days and wanted it for then.
George of Wilkes-Barre PA (06/04/08)
I recieved a flyer in the mail about various pc's Dell was offering at low prices. I purchased two pc's. The description was 2 towers, 2 keyboards, 2 mouse's and 2 flat panels. When the shipment arrived, all was included in the shipment except the two flat panels. Instead i recieved two regular monitors.
After many weeks and calls and denials on thier part, I sent back the monitors and never recieved the flat panels. All i recieved was a voucher twoard Dell equipment/accessories. And the voucher was not equal to the cost of the flat panels. I was constantly re-directed to India where anyone i spoke to didnt speak english very well. I WILL NEVER do business with Dell again and strongly suggest no one else does.
Patricia of Brick NJ (06/04/08)
i have never dealt w/ a company as unprofessional as dell. the tech support and sales team do nothing but tell lies. i had a computer problem that required tech support they told me my warranty expired and that i would to pay $40 for service. they made delete everything and promised me it would fine. and it was not. then they told me it was the hardware and to take the computer apart myself.
i asked to speak to someone in supervisory postion and they just transfered me all over for a long time. they have no contact name no number. plus there is such a language barrier because they are all in india. i could not believe that i am dealing with a fortune 500 company that runs like this. i only had the computer and it crashes. if you call the sales dept they will promsie you again that dell computers will not have any problems after only two years. another lie. it is appalling that a company runs like this
i spent hours and hours on the phone trying to reach someone who can handle this matter. being lied to over and over again getting disconnected.
Paul of Stevenston OTHER (06/01/08)
I bought a laptop from dell's website. a waited 2 weeks no laptop arrived, so a phoned dell only to get passed bout over the phon. dell said I never paid for the laptop and my bank statement says that dell has taken the money a sum of 400 hundred pounds. they said they would refund my money but im still waiting and thats been a month. Its a digrace especially a large company. So a deserve a refund of my 400 pound.
Carole of Lomita CA (05/31/08)
I called your customer service department and spoke with Yogesh ID#152369 in India. Advised him computer was directing me that my battery was no longer good even though in had only run on the battery for about 10 hours total. He said my battery was out of warranty and I would have to purchase a replacement. I directed him to your web sit and the 60 complaints regarding the battery for this unit. He advised, Dell is aware of the problem and is working on it, however this is the only solution he had to offer me at this time.
He questioned why I would be asked to purchase a battery that Dell is aware is defective and asked to be connected to a Supervisor. I was connected to Shane ID#502672 and gave him the above information. He said he would forward this matter the the escalation department and they would call me within 48 hours.
Of course it has now been 72 hours and I haven't heard from anyone. Now the unit is telling me the battery cannot be identified, even though it is plugged into the wall and is shutting down and running very very hot. This is the second unit I have had this problem with. Dell has already replaced one unit. I need this matter addressed immediately. Perhaps Dell is having the same problem with communication with their staff in India as your Dell customers are having.
The last unit caught fire and burned. Perhaps this time Dell won't be so lucky and this unit will cause some damage or injury to a person or property. Let's see if Dell really cares about a customers problems with their product.
Mary of Tallahassee, FL (05/29/08)
Several months ago I placed an order for a new computer/monitor. At the time the young man said I would receive $100.00 Dell Bucks that I could use to purchase anything from Dell. A few days later I checked to find out when my order would be arriving only to find out that someone from Dell had canceled my order. I was told there was a problem with my financial account. I asked to be put through to the financial department at which time I was told there was no problem with my account.
When I talked to another sales person he re-instated my order but failed to include the Dell Bucks. I talked to several people from Dell who said that program was over and there was nothing they could do. At one point I asked to speak to a supervisor and when the Dell employee came back on the phone I was told the supervisor didn't want to talk to me. Several days later a sales person from the Warranty Department called me to sell me more warranty which I agreed to do and he told me he would give me $100.00 Dell Bucks but I am still waiting to receive them.
They might make a good product but they have a lot to learn about good customer service.
Jamie of Ellwood City PA (05/28/08)
I purchased a computer from Dell in January. I have had problems with it within 2 weeks. I purchased a 2 year full warranty. If anything happens they resolve it by phone or home service. They gave me the run around until after my 30 days. Then I couldn't return it. They kept telling me to do this and that over and over. Several weeks and 20 some hours later they still couldn't fix my computer.
They refused to send anybosy over and told me nothing was wrong. They finally agreed to send a technician to replace the hard drive which did not help. They refuse to do anything and my $1300 computer is still having problems.
Tzivia of Brooklyn, NY (05/25/08)
My laptop's microsoft program went after only 5 months from when I received it. I called on May 8 2008, and they said I needed to order a external hard drive to save my documents before they can reset it. Being a teacher and I told them I need these documents, so they said I would receive it in 7-10 business days.
I waited 2 weeks and then phoned to see where it is and they said it wouldn't ship out until June 9, 2008. They didn't even have the decency to inform me of this delay.
Nikhil of London OTHER (05/22/08)
I purchased a DELL Inspiron laptop in July 2007 when my sister was in US (NJ). I paid 250 USD on top of the laptop cost for their 3 year next business day international warranty. Now 10 months down the line the hard disk, the battery and the key board all need replacement (as confirmed by the DELL US support).
However since I am now in the UK the DELL US support will not ship parts to me (since they do not ship parts outside the US) and the DELL UK support says my system is not recognized within the UK since I purchased it from US! I have this written email from DELL support saying that even though I have international warranty on my DELL laptop for which I paid 250 USD etc while purchasing the laptop they will not cover my laptop in the UK. I find this highly infuriating. IT SEEMS THAT DELL IS NOT HONORING THEIR COMMITMENT FOR INTERNATIONAL WARRANTY FOR WHICH THEY CHARGED ME EXTRA! IS THERE SOMEONE WHO CAN HELP ME!
I have a 10 month old laptop that simply does not work since the Hard Drive, the Battery and the Keyboard are all faulty!
Marie of Penn Yan NY (05/21/08)
I purchased a inspiron 1501 Notebook from Dell June 11, 2007 (that is when I recieved it) and have had nothing but problems with it since I purchased it. I have called Dell repeatedly about getting blue screens, computer freezing up and all kinds of crazy things. The only thing that seems to fix it, at least temporarily is to put the computer back to factory settings like it was the first day that I purchased it. I know there is a problem with Windows Vista Home Basic and they refuse to acknowlege it. I purchased an extended warranty that expires in June 2010 but I have been told by dell the warranty only covers hardware issues not software issues.
When I have asked to speak to someone about software issues, I am told it will cost me to do so. I have asked to have my windows operating system updated and they refuse to do that. I have called Microsoft and they told me because I purchased my computer from Dell that Dell has to be the one to help me. Yeah that will be the day. I spent over $600 for a useless computer that Dell will not stand behind. I also spent about $300 on a warranty that is useless as well. It does not state anywhere that it is for hardware problems only. Dell knows that Microsoft has problems with Vista and refuses to fix the problem. Vista Home premium does not have the problems that Windows Basic seems to have. I have ran the disk that came with the computer to see if there is a hardware problem and it keeps coming out that there is nothing wrong. That is how I know it is a software problem.
I sit on a board of directors and repeatedly loose important imformation because of all the problems I have had with my computer. When you spend money on something, you expect it to work or have the company fix what is broke. I don't see any other manufactuers selling Windows Vista Basic and I have been doing a lot of research. I have been researching Laptops because I want one that will work. I won't be able to see this one and get some of my money back because I will have to stand behind it and I know it will get returned because of all the problems. Why should I have to pay to upgrade to Windows Vista Home Premium, when they know that the software they sold me is no good.
Steve of Millville NJ (05/21/08)
Went to Dell website searched for memory for XPS 400 desktop computer. It gave me several choices and I bought 2 Gigs of memory. I did not work on my computer for a couple of weeks and when I went to put the memory in it did not fit, wrong style whatever. When I tried to exchange (NOT RETURN) they said thats what you ordered and we have a 21 day window to return. The man in India told me to sell my stuff on E-bay
$200 down the drain, I can't use what I have and I don't have the memory in my computer to run my programs
David of Apo OTHER (05/21/08)
I ordered a Dell refurbished laptop on 8 May. A Confirmation email was sent to me on 12 May informing me the item had been shipped, and would be received in 3-5 business days. This accounted to 15-19 May. On 19 May the item was not received and I contacted Dell. I was informed a tracer request would be initiated and to call back in 24 hrs. Upon calling back 24 hrs later, I was informed they still did not have a status; that it could take up to 48 hrs and to check back later.
I followed up with Dell on 21 May and at this time I was told my order could take up to six weeks to arrive and I should call back if not received within six weeks. To this response I became very frustrated that I had been misinformed/mislead in believing I would have my computer by 19 May. I informed the representative that this was an unacceptable response and I should have been informed at the time the order was placed about the potential for lengthy delay, so I could make an informed decision to proceed with the order.
I have been inconvenienced in the process and no one was able to resolve my compliant. When asked to speak with a supervisor, I was placed on hold for 30 mins and then disconnected. I called back to express my displeasure and to request the name and address of the CEO or whomever so I could write them and express my displeasure, but was informed they were unaware of the Dell's leadership ladder to address to express my concerns.
The economic impact will result in me having to expend more money in purchasing another computer on-top of the money I have spent for this computer that I may not see for another six weeks. Dell has my money, but I don't have anything to show for it. There is an apparent lack of Customer service in Dell's attempt to serve its customers. This is the third computer purchased from them, and I swear it will be the last ever!
Tom of Woodbridge VA (05/21/08)
After purchasing a Dell M1330 laptop, the Vista Buisness operating system failed. Because Dell sells the Vista software OEM, Microsoft will not support it and will refer you back to Dell. Dell blames it on Microsoft. I spent 9 HOURS on the phone with their tech support people. We tried twice to reload the operating system (which destroyed all my files). Each time, it worked fine until updates were downloaded, then it crashed again. I kept telling them it had to do with the updates, but they wouldn't hear it.
Finally, after the third attempt to reload the operating system and all the drivers, it failed again. This time, I refused to try a fourth time. The tech referred me to customer care to send the computer back. Customer care refused saying the only thing they were willing to do was put me back on the line with a higher level (tech speak for smarter) tech support guy to go through the whole thing again. They fell back to offering me a hard drive exchange with Vista Business already loaded. Because it was obvious that it was an update causing the crash, I wanted to get as far from Vista as I could.
They would NOT give me XP nor would they let me return the computer to them to fix and send back. After a time investment of over 11 hours, the said they'd call me back in 30 minutes and never did. The customer care supervisor said hed call me back in a few hours to make sure tech support had properly resolved my issue and never did. For a company with such great customer service a few years ago, it's amazing how they fell so far so fast.
I finally bought a new operating system at my own expense, installed it and now the computer is working fine. Dell, after taking up huge amounts of both their and my time, only made my problem worse. I realize its a Microsoft issue, but Dell handled it horribly. It was the most frustrating can't see the forrest for the trees experience I've had in years.
Sidney of Ashland OR (05/21/08)
Ordered Dell Computer Was talked into using Dell Preferred Act. Was told that amount could be paid with credit card at any time. Upon first billing paid with credit card and was told that Dell doesn't accept credit cards. Wrote Dell a check less the 3% that my credit card, American Express-Costco, would send me. On said check wrote that payment is in full and nothing else was owed, that depositing said check represents paymenmt in full. Dell deposited check and continues to bill me for balance and still claims that Dell doesn't accept credit cards.
bills come every month showing payment due plus interest and late fees, numerous telephone calls asking for payment.
Graham of Mountain View AR (05/19/08)
I bought a 1501 inspiron laptop computer in July 2008, It constantly disconnects.It is very slow. When I contacted dell support, I got people in India, that don't speak American. This computer is a piece of junk
I cannot conduct banking without constant interruptions.I have harassed my phone company.I filed a complaint with the BBB.
Timothy of Lancaster CA (05/19/08)
I purchased my computer on March 23rd of 2007 with the Dell preferred credit that was 0% financing for 12 months. I did not receive my first statement so I called on April 15th and was told my bill was due on April 17th. I made the payment that day for $60.00. On May 22nd I received a statement (The first one Ive seen) that showed a late charge assessment, finance charge, and billed deferred finance charge totaling $119.00 and no prior payments or credits were applied. I called back and notified Dell finance that I was charged 27.24% on my May 2007 bill and she told me the promotion had ended. I told her that it did not expire until March of 2008. Then she told me the change was because of a late payment. I told her that I made the payment on 4-15-07 and that I had a confirmation number.
She referred me to the billing dept. There I was told that they were sorry for the mistake and there would be an adjustment on my next bill. It was never done. I contacted Dell again and explained the situation and was told that the finance charges could not be removed and that I no longer qualified for 12 month finance free and that the problem was that I probably never did. I asked to speak with a supervisor because at that point I was completely confused. She said that the supervisor would tell me the same thing and that I was wasting my time. I told her that I would determine how my time was spent and that I wanted to speak to someone immediately. She placed me on hold and after several minutes I was disconnected. I sent several e-mails with no response. I would have been able to pay off my computers after 12 months if finance charges were not included. This is a classic bait and switch and will cost me hundreds of extra dollars by contract end.
Now, on to my second issue. I originally purchased two identical notebook computers. One has not had any problems. The other one however, began having problems about 3 months later. The battery started acting erratically and rapidly losing charge and I have had to have four replacement AC adaptors because they kept over-heating and would not charge my computer. Because of this I always have to keep my computer plugged in which defeats the purpose of having a portable computer. I purchased an extended warranty so each time I contacted customer service they simply sent me a new adapter. Each time the adapter would last 90 days. I explained to the rep that there must be another reason for the adaptors burning up because this should not be an ongoing problem. I spent an hour trying to get her to understand what I am saying (she had a very strong accent, I think from India) she than told me to send in the entire computer, minus the battery and adaptor. After 8 days I received the computer and new adaptor back with a note simply saying that If customer has any further problems contact Dell support for replacement?
One week past the 90 day warranty the charger once again failed. I contacted Dell again and was told that I was out of warranty. I told him that if he researched my past complaints that he would see that this has been an ongoing problem every 90 days, almost to the day, since I received this computer. He said yes, and while you were under warranty we helped you.? I said No, you never fixed the problem you just kept sending new adaptors.? He said But, we helped you? I explained that not only should the chargers have a warranty but that I also purchased an extended warranty. He said that both had expired on March 27th. I said shouldnt an extended warranty be whatever the manufacturers warranty is plus an extended amount, I have only owned this computer for one year?. He said Maam, there is nothing more I can do for you, so you are wasting your time arguing with me. So I said Oh, I see than out of warranty means out of luck? He said YES. I can connect you to our out of warranty dept. and for a fee they can diagnose your problem and help you. I explained that I knew what the problem was. I had taken the computer to a service dept and was informed that all along the battery has been defective. That explained why it was burning up the adaptors.
However, customer service never looked into that, they simply sent new adaptors and now claim that it is no longer their problem because I am out of warranty. After spending 2 hours on the phone, Dell offered to have me pay for 'out of warranty' tech support (to find out the problem I already knew about), and would sell me a replacement adaptor, which would include the full 3-year manufacturer warranty. This means Dell is stealing 2 years of the warranty, and will SELL you that warranty back if you accept their extortion. I need to hear from someone in authority who is willing to take ownership of the problem and resolve it satisfactorily. I was never able to speak with anyone who was empowered to make a real decision. The representative offered no resolution or an explanation. When I asked for a manager he placed me on hold and a couple of seconds later I heard a click and the line had been cut off.
I called three more times to try and rectify the situation. I would reach a person that asks me what my call was about and then all three times said that I needed to talk to the customer service department. They would transfer me but the call keeps disconnecting. I can never get through to a customer service person. I was told to go to the Dell site and write a complaint on unresolved Issues. I have done this twice now with no answer. They say they will contact you in 24 hours. Im still holding my breath.
I know have a computer that needs a new AC Adapter and a new battery before I can continue using my computer and I don't want to give Dell any more of my money to purchase these items
Jane of Hamburg NY (05/18/08)
I purchased a new refurbished Dell Inspiron 1720 in January of 2008. It began having issues immediately. I experience repeated blue screens with a multitude of error codes. There have been more than 20 episodes from January until May. I have done tests the support desk has requested, it has been to the Depot and sent back stating replace CPU, I have had to fight to get the hard drive replaced and did so myself. It has stated everything from memory management to system has halted Hardware malfunction, contact support.
I have had promises of call backs that never come. I can't believe the company's unprofessional attitude and total lack of responsibilty. I think it is time for a replacement machine. It is warranteed until 2011. It seems they just don't care.
It would be impossible to account for hours spent on help desk calls.
Ed of Granville Ferry OTHER (05/17/08)
On April 14, 2008, we orderded a Dell Dimension 9200C, and at that time, also ordered MS OFFICE BASIC, which includes Word, Excel and Outlook. This was our third purchase of a computer from Dell and we decided to buy another one because of good product and service that we had received in the past. We received first an activation card for the OFFFICE BASIC and later the computer. The problem arises due to the fact that the activation card needs to have OFFICE BASIC preinstalled on the computer, which it was not.
So we contacted Dell many times and tried to explain to various reps, supers and managers, that we would like to receive an installation CD so that we could use the activation card. We received as many variations as phone calls ... some said we were shipped the installation CD with the computer ... it was not in the box. One person (he claimed to be the supervisor of the salesperson who sold us the computer) said he would see to it that a CD was shipped to us immediately, as he wanted to make sure that we were happy with our new Dell and we would receive it within three days ... that did not happen. Numerous people said they would call back in a specified time ... did'nt happen. Several people said to download Office from the internet ... why would we want to, or especially be forced to, spend 8 hrs. 52 mins. (time listed on website for a dial-up download of Office) doing that?
The person who sold us the computer said, after I asked specifically about the ease of setting up the computer to operate, said it was, plug and play. Huh? Maybe, if all you want to do is play FreeCell! Why would Dell sell us one product, the activation card, that is not able to activate something which is not there? It is like buying a new car, turning on the radio on the way home, only to discover that you then have to go and have the guts of the radio installed, at your expense, both in time and money. All the nice little push buttons are on the dash but there is nothing inside ... a bit like, the lights are on at Dell, but no one is in the Office!
I wrote a letter to the CEO of Dell as I was naive enough to think that perhaps he cared and would rectify the situation. I sent that letter EXPRESS POST and am sure it has been received by now ... no response, but then, I am sure that there are many other pressing matters for this insulated, ivory tower gent ... much more important than customer satisfaction. Gee ... instead of going to hell, I could take the shortcut and go to Dell?
The only possible economic damage that will arise from this situation is if Dell does not immediately credit us when we return the computer.
Vince of Murrieta CA (05/15/08)
I purchased My XPS 700 computer in July of 2006, I did alot of research to make sure I knew I was getting the system that I wanted. I decided to go with Dell because I had heard good things about them in the past. I wanted to purchase a computer that was able to run in ( SLI MODE ). My sales man told me that the system I was purchasing could run in SLI if I got all the equipment. It is now almost 2 years later and I am now setting up my computer to run in SLI MODE. I soon discover that there is a piece that I never recieved from DELL that I need in order to run my system in SLI MODE. That Piece is an SLI BRIDGE its a small connector piece that will connect 2 graphics cards inside a computor and run them in SLI MODE.
After doing more research I find out that the bridge ALWAYS ships with a motherboard if you buy a motherboard seperatly from a manufacturer because they set the size of the and length of the card slots that the bridge needs to connect too. I then called Dell and they told me that they only ship the bridge if you purchase 2 of THEIR graphics cards. So not only did I spend alot of my money on a DELL computor but they also take it upon themselves to block me from ever buying a graphics card from Anyone besides dell. I asked the dell rep what if someone buys 2 graphics cards from a retail store like best buy or circuit city. He then tells me that they would not be able to run there cards in SLI MODE, or that they might find a SLI BRIDGE on ebay, but it was Dells policy to not sell the bridges seperatly and only to people who purchased 2 dell graphics cards.
So in conclusion my issue is that Dell is holding a small but critical piece RANSOM from there customers in order to force them to buy there graphics cards from Dell directly. So here are some bullet points + SLI Bridge ALWAYS comes with a motherboard manufacturer. + Dell does not ship the SLI Bridge with there SLI Computers unless the customer purchased TWO DELL GRAPHICS CARDS. + Customers who purchased an SLI READY Computer from dell but only wanted ONE graphics card so they could update to SLI in the Future DO NOT RECIEVE the SLI BRIDGE. + Dell does this to force customers buy Another DELL Graphics card.
I paid for an SLI READY System but I cannot utilize this feature with out paying for MORE DELL HARDWARE. When I should be able to Make a Consumers Choice and choose where I want to buy graphics card, what brand, and make my own dicision based on price, quality, store, and warrenty options. I cannot do this because DELL is holding the SLI BRIDGE RANSOM to Force me to buy a DELL GRAPHICS CARD.
Carroll of Provo UT (05/13/08)
I ordered a new computer less then 12 hours ago. I had serious doubts about what I was buying, so I called to cancel my order. I talked to 7 people within an hour. None, of which said they could help me. Finally got through to customer care, who told me it was too late to cancel my order! One the order has not shipped, or been built yet, but they can not stop the order from being shipped out to my address.
I was told that once I get the computer I could return it for a full refund minus the restocking fee. Makes alot of sense huh? PLEASE! PLEASE! do yourself a favor and never deal with DELL! build your own, or have it built at a local computer dealer that has a good reputation. Or buy off the shelf, never from DELL.
No real loss, just about two weeks of my time and that long to see my money again.
Greg of Tewksbury MA (05/13/08)
I placed an order with Dell for 1 laptop for my company, I am a small business less than 10 employees and I want to judge the quality of Dells laptops. Once the financing was APPROVED and the order was placed, I logged in a week later only to find that the order was canceled because my account could not be verified. I do not know exactly what that means because no person at Dell could tell me. I am just ticked off that I had to go to their website to see this and was not notified earlier by Dell.
There customer service is one of the WORST I have ever experienced and they have an arrogance about them that is something else. I would like to see them looked into as to the way they treat present and future customers. I feel mislead and extremely aggravated as to the way they treated me.
Time was wasted due to the lack of communication on Dells financial services side. My consultants will NOT have laptops for an additional month or two.
Greg of Tewksbury MA (05/13/08)
I placed an order with Dell for 1 laptop for my company, I am a small business less than 10 employees and I want to judge the quality of Dells laptops. Once the financing was APPROVED and the order was placed, I logged in a week later only to find that the order was canceled because my account could not be verified. I do not know exactly what that means because no person at Dell could tell me. I am just ticked off that I had to go to their website to see this and was not notified earlier by Dell.
There customer service is one of the WORST I have ever experienced and they have an arrogance about them that is something else. I would like to see them looked into as to the way they treat present and future customers. I feel mislead and extremely aggravated as to the way they treated me.
Time was wasted due to the lack of communication on Dells financial services side. My consultants will NOT have laptops for an additional month or two.
Carrie of Loudonville OH (05/12/08)
I ordered a new Dell Desktop xps 210 computer around christmas 2007. I wanted the newest version of Roxio Digital photo and video editing Dell had to offer, and I paid for it to be installed with my computer. I received the computer with Roxio Creator DE version 2006 installed. I ordered it at the end of 2007. It did not work. I kept getting error messages so I called Dell.
The name of the version dell showed being installed was Roxio Creator LE. It was not installed. BUT, I received a sealed Roxio Creator & My DVD 9.0 DE disk WITH the computer in te box and all it's components. All three versions and none of them work. Since, they have sent me a total of 5 more versions and none of themwork. They are all for Vista Software and I am using Windows XP. Dell claims they do no have any software compatible with my computer that is only 5 months new. On Dell Website they show XP Compatible version of Roxio being available, they will not help. I paid for a product I cannot get to work.
Money loss
Gregg of Orem UT (05/12/08)
$1,196.82 DELL CATALOG SALES is the charge from Dell as shown on my bank statement. We never bought anything from Dell in October, yet Dell refuses to give our money back because they cannot find any record of purchase either. So, we are stuck with a $1200 charge. Also, because Dell outsources their customer service to India, it is impossible to reach someone that can communicate clearly in English. After 20 attempts to reach an American, I am resorting to filing this complaint. We are pursuing other legal advice because if it has happened to us, I am positive that it has happened to someone else, and we are not afraid of joining in a class action law suit against Dell.
I am extremely disappointed in Dell. I love their computers, but their customer service is terrible. I am also disgusted that they kept our credit card on file from a previous purchase that we made last year. What company files a credit card then randomly charges it and then refuses to refund it. We have reported this to the BBB, but the person I was dealing with basically said tough luck and the file was closed with the BBB. I do not accept this, and I won't accept it until I get my money back.
$1,196.82
Cheryl of La Grange Park IL (05/12/08)
On July 23,1007 I purchased a laptop for my daughter starting college. It was the new Dell inspiron 1521 in the pink color. After receiving it 6 weeks later, it did not work right. They sent another one 2 months later, it did not work right. Another 6 weeks later we received another, again it did not work right. So finally the 4th one they sent worked right.
After using it and downloading different programs, she noticed on the bottom it says refurbished I contacted dell (Irma Sanchez) and she told me this was written in there policy and quoted me the paragraphs. It does state that if the product or part is not available that they can use refurbished parts but how can they send out the whole laptop refurbished when it was a new item in July 2007.
I paid full price for a laptop that was new to the market in July 2007. Now I have a refurbished laptop that I could have bought for $200-$300 less.I feel Dell cheated me and should at least adjust what they charged me for a new laptop, to the price of a reconditioned laptop.
Lori of Pine Island MN (05/12/08)
I purchased a Dell XPS 410 desktop in April 2007. 3 wks after the 1 yr warrenty ran out, the system failed to boot up. Took it into a computer repair shop & they said the hard drive is shot & this is unusual since the system is only 1 yr old & quite a coincidence that the warrenty just ran out. They told me to contact Dell to try & get them to support their product. After over an hr on the phone & multiple transfers to techs that didn't know what was going on even after giving them the case numbers I was told to reference...1 tech said that I could pay for an extended warrenty since I was only 3 wks past the expiration that would then cover my harddrive replacement. I thought a solution was in sight.
I get transferred again & have to give all my info AGAIN & repeat everything that has transpired to then be told that no, your warrenty is expired, you can't buy any extension & we won't help you..too bad. How frustrating & a total waste of my time. You can't even contact Dell to give them feedback on their lousy customer service or product, their system doesn't give you that option. I expected to get a few yrs of use out of a PC before it needed major work. I'll never buy a Dell again. My employer has a program for employees to buy Dell computers & I plan to let them know of my experience & to discourage any of my colleagues from buying a Dell through this plan. I hope they consider disscontinuing this program with Dell.
I had to pay over $200 to get this repaired & spend over 4hrs reconfiguring my PC. I also lost some files that I didn't get a chance to backup before it started failing.
Robert of Temple TX (05/10/08)
I'm posting this partly to vent and partly to share a horror story and maybe save you some of the same. Also, if any of you own stock in Dell, SELL IT! Monday, 5 May: I ordered a Dell Laptop and got a confirmation of order and notice of shipment within about 2 hours and that a tracking number will be provided as soon as available. It'll be here Wednesday or Thursday at the latest. Tuesday, 6 May: I go to the Dell customer order page for my order to get the tracking number. None has been provided. It's been about 10 hours since the order was shown as shipped. All day Tuesday I keep checking the order page to get a tracking number but none appears; so late Tuesday night I go to the Dell customer service page and provide information and request a tracking number.
Wednesday, 7 May: Checking the Dell order page, I still find no tracking information AND no response to my inquiry through the Dell customer service process. Throughout the day, I check the order page for a tracking number update and none is given (it STILL hasn't been updated 4+ DAYS later). With no update in 48 hours and no response to my inquiry in 24 hours, I place a voice call to Dell Customer Care. Of course, the call goes to India and I get all kinds of caring responses assuring me that the CSR will take personal responsibility to solve my problem; however, no tracking number is forthcoming and no one can tell me why. Thursday, 8 May: Checking email I discover that a Dell online customer care representative dealing with my online inquiry has found a tracking number. He/she provides it and the information that DHL is the carrier. I follow the link to the DHL tracking system, enter the tracking number and discover that the anticipated delivery date is YESTERDAY!
I read further and find that the package has been shipped from Dell in OH to the DHL facility in Waco, TX (just 40 miles away) and that the package is on the truck out for delivery. I stay close all day except for a doctor's appointment. I left a note on the door to DHL telling them that my next door neighbor will accept and sign for the package. I return an hour later to find that no one from DHL has been to deliver. No 'you weren't home' sticker was on the door. The next door neighbor - who was home all the while - never saw anyone. I check the DHL tracking page to find that the system shows that no one was available to sign for the package and it was being returned to the Waco depot and a second delivery attempt would be made the next day, Friday.
Friday, May 9: I call DHL customer service first thing this morning to be sure they are still planning delivery today and to ask for a not-earlier-than time of delivery. I was assured that it would be delivered sometime between 2:00 and 6:00 pm today. I checked the tracking page again and find that there is no change in information since yesterday - no indication that a second delivery attempt will be today. So I post a note on the door to DHL assuring them that I am at home and to be sure they deliver the package. No one comes. About 5:00 pm I call DHL customer service again and am told that Dell has instructed them to return the system to Dell. When asked why, I was told that no reason was shown. I point out that no delivery attempt has been made despite what their tracking system shows and suggest that they have a less than honest driver. The CSR admits that no delivery attempt was made BECAUSE DELL HAD ORDERED THE PACKAGE RETURNED TO SENDER BEFORE ANY DELIVERY ATTEMPT WAS MADE!
I made 6 calls to Dell today - reaching their Indian headquarters when the corporate HQ is only 38 miles away in Round Rock, TX - only to be told that the best they can do is ship a new system that will be delivered in 16 days! On one of those calls I was place on hold for 40 minutes - actual call timer - while waiting for a referral to a customer care manager. While on hold, I logged into the online customer care chat to see if I could get a case or reference number. I was unsuccessful; so I terminated the voice call after 47 minutes - to INDIA - and placed another call and insisted that this time I must have a case reference number before going any further. I was given one. The CSR could only promise to replace my order in 16 business days.
I found the customer service escalation site and provided all the numbers and wrote a diatribe similar to this one and was promised - no doubt by a Dell computer - that I would receive a personal response within 24 hours. That remains to be seen. The reason I ordered this system in the first place is because I knew that it existed in the Dell Outlet inventory and could therefore be shipped within 24 to 48 hours. They were able to get the system from OH to within 40 miles of its intended destination. Sell your stock in Dell and DHL!
While the consequences are not serious for me, I hope that by posting my experience that they will be for Dell. I'm about to embark on major surgery that will require that I be bedridden for about a month and unable to use my desktop system. I was planning to use the laptop to help during my convalescence
Keith of Oxnard CA (05/10/08)
I ordered a digital camera, lens, memory card, case, etc. for my daughter from dell at the end of March. The camera and case shipped the first week of April, the lens and other items shipped 7-10 days later. My daughter lives in Oregon....She contacted me to advise that the lens did not fit the camera. I told her to contact DELL and find out how to return the lens for exchange or credit to my account.
She contacted them (the sales people) who told her to contact customer service, which she did (had to leave voice mail several times) with no luck. She then emailed them numerous times and aske me to make contact. I tried calling several times with the same results. I finally called the sales person (EXCUSE ME,PROFESSIONAL) who had assisted me over the phone...again couldn't be reached (I left a voice message..never got a return call).
We have emailed and called until we were blue in the face with nothing positive happening. All we wanted was an exchange or credit...we evan offered to pay any restocking fees. Now we are getting it has been over 21 days since your purchase, therefor DELL will no accept any return on the lens. What the heck people...we were trying to handle this before this 21 day period evan started and now we are stuck with a camera lens that we can't use. They were happy to take my money (charge my account), but when it comes to CUSTOMER SERVICE..there is none.
Having to pay for something that I don't want and won't function with the equipment I purchased.
Nibhanapudi of Bangalore OTHER (05/09/08)
I purchased a DELL Inspiron 6000. However, I purchased the Laptop using my Credit Card. Less than a year after I purchased the Laptop, the LCD display became defective. It displayed vertical lines of varying thicknesses and colours. At the beginning they were not causing much problem but soon they occupied more than 70% of the screen and it was impossible to use the display. While this defect was developing, I was on a long international tour and could not contact any DELL Service Center. Eventually when I returned to Bahrain where I was stationed for a reasonably long period, I was told by the local DELL dealer that the Warranty had expired and that I had to pay for replacement of the LCD.
At that time I managed using an external monitor and did not pursue the matter further to have the LCD replaced. I have been in Bangalore, India for the past few months when the Laptop's Hard drive crashed. I tried to contact the DELL Service Center for necessary repair aganst payment. After advising them my Service Tag and my name, I was surprised to be told that the Laptop was not appearing in my name as per DELL Records. I was also told that unless I established ownership of the Laptop, DELL could not give me any information or provide any assistance in having the Laptop repaired (against regular payment!). I do not plan to visit UAE soon and do not have a visiting Card of the Salespersons so that I could contact them. All I can recollect is that I purchased the Laptop from a large showroom in a prestigious Mall at Dubai.
I can not he held responsible for some error that the salesperson might have made in registering ownership details with your Systems. One of your support persons said that DELL did not have any sales outlets in UAE. I am quite scandalized by these statements. If DELL has such stringent processes in place which incidentally I am not aware if any other company in Electronic Consumer durable Industry follows, it should make them known to unsuspecting customers like me who could be trapped into this kind of situations and who might have to suffer protracted ordeals besides losses due to business discontinuity.
I requested DELL via e-mail, to please investigate this matter and advise me the next steps. Obviously all this has happened due to some errors/ lapses. I would like to know who are esponsible for these, what action DELL is proposing to take and what action/ legal recourse is available to me. To this I received a reply saying This request is being closed. There is an issue with the Tags or the Account below, that prevents ownership transfer or country to country transfer. You will need to contact the original purchase country's, which is the United States, customer service or financial department to discuss resolving the issue. Once resolved you can resubmit the transfer request....
On explaining the position again and requesting thier action, DELL replied as follows: Hello, Thank you for your reply. However, there is nothing we can do for you. You did not purchase the computer from Dell and our records show that this service tag is from the US and is on hold and cannot be transferred, there is no manufacturer warranty on this item. You will need to work with the company that you purchased this from to see if there is any warranty from them that they will honor. This is being closed as transfer is not possible. Thanks,
I am an IT consultant and have some very valuable data on my Lptop. I am unable to have the disk repaired/ retieved or replaced by any one other than DELL. Local agencies do not want to touch DELL with a ten-foot-pole. DELL refuses to even talk to me
Pat of Blanch NC (05/07/08)
I just spent 45 minutes on the phone trying to reach someone to send me an instructional booklet on a laptop computer - Inspiron 1501 - that I recently bought from a private individual. I have the origional receipt that shows he purchased this computer at WalMart in Danville Va in November, 2007. I gave them the Express service code. I was told that they could email me this info and it would be sent in 2 minutes. It's been over an hour and haven't rec'd it. I'm in a rush to get this info. It's for my grandson's birthday. Please help! Thank you,
Ainka of Oak CA (05/07/08)
I need the information on my harddrive that is on the new laptop I purchased ~12 months ago that stopped working properly after less than 6 months. Dell, as usual, has ignored all my inquiries/requests/complaints about the time and money it will cost to retrieve my lost data from the 2 1/2 days that the system worked after Dell returned it to me for the 2nd time in a month. It took Dell 2 months to send me a box the first time the laptop did not work. It took 6 months for you to send me a laptop that is not the equivalent, given that it is refurbished and the laptop I purchased was new. (It clearly already has problems, the backspace button squeaks and the system would not bott propoerly the 2nd day I used it). But I have to have the time and money to get my information off the old laptop before I return anything to Dell.
Given the sense of urgency that Dell clearly did not exhibit I am in no hurry. If both systems fail to work (which I would not be surprised by) I will simply pay to wipe them both clean, sell them on Craigslist and use the proceeds to buy a Mac. I certainly will NEVER purchase a Dell product of any kind ever again and will advise everyone I know not to do so as well. Anything else Dell wants to say to me should be put in writing and mailed to my home residence.
I've lost money in my business, lost access to the details of my tax return and had to file for an extension, I still have to pay a third party to retrieve my data from my broken laptop and I spent hours on the phone with Dell in order to receive the absolute minimum of service that they provide. My most recent inquiries, as usual, have been ignored.
Mary of Fremont CA (05/07/08)
I ordered a $2000 laptop that i received at a later date than promised but the bigger problem is that the laptop they sent me doesn't work. I called the 800 number provided, and spent 6.5 hours straight (minus one 1/2 hour break) on the phone suffering through what sounds like the standard Dell treatment-multiple transfers between confused, discourteous, barely intelligible English speakers-who seemed thoroughly unable to get me to the right department, insulting me at every opportunity and sending me to every department OTHER than the one I requested. When I finally got to the correct technician/department the actual service technicians (the XPS guys)-who are located in Canada and spoke flawless English-were absolutely FANTASTIC. They were friendly, courteous, efficient-even craking jokes with me while waiting for my system to re-boot.
They quickly concluded I had a faulty motherboard and offered me three options: a service tech could come to my home and replace said motherboard, i could return the whole damn thing in exchange for a new (non-broken) laptop, or I could return it for a full refund. UNFORTUNATELY, these lovely Canadians had to transfer me back to the incompetents I'd already waded through in order to process my refund/exchange. When I finally hung up after my nearly 7 hour marathon, I thought I was in the clear and all set to receive my new unit, until I got an email telling me I would have to pay a restocking fee-as though they're going to restock a broken computer anyway, nevermind the service agreement that clearly states....
Of course I contacted Dell right away in protest of the fee to no avail. Six days, several frustrating emails and another 3 hours on the phone later and they've now RESCINDED their offer to send me a new unit and it seems I am stuck with an inoperable computer and out the $2000 it cost me. I am beyond speechless at the service-or lack thereof-I've experienced. Here I paid in full, up front, $2000 for a laptop that arrived defective and I can't get anyone to help me. This despite every Dell representative I've spoken acknowleging and accepting fault-explicitly admitting that they sent me a broken computer and yet none of them are willing/able to help resolve the issue. Instead they transfer me back and forth endlessly and with each transfer I have to spend a good 10 minutes explaining to the new person why I'm calling and then another 5 minutes arguing with them until they finally look up my case # and oh AHA! I see you received a computer with a faulty motherboard...let me send you to this other person...
And the email service is no better. By the time I'm so frustrated I accept the only offer left on the table-a service technician coming out to replace my motherboard, they reply that if that's my decision they cannot help me, I have to call the 800 number. I don't understand how they can get away with this-i get that they're not required to offer courteous or competent service but didn't I enter into some kind of contract with them in the purchase that they should be obligated to uphold? And don't they at least have to honor their service agreement? I bought a brand new laptop that doesn't work-I even shelled out the extra for the extra 4 year warranty-if they wont honor their service agreement, don't they have to honor the warranty?
I am stuck with a brand new but defective laptop that I cannot use and apparently am out the $2000 I paid for it. I am beginning grad school in the fall-which is why I spent my entire tax refund on a laptop-and I've no means to shell out another $2000 to buy a replacement. This will cause serious hardship if I have to enter grad school with no laptop.
Debbi of Pembroke Pines FL (05/06/08)
I had been checking the Dell Outlet web site for several weeks, looking for a good price on a laptop for my husband. I specifically wanted one with a built-in web camera. In the meantime, I received an email from Dell Outlet for 15% off any laptop or desktop. I found an Inspiron 1525 that had a camera for $509, base price. I added it to my cart and purchased it, applying the coupon code which brought the price down to $432. I received the computer yesterday, and the first thing I noticed is that it was not a 1525, it was a 1501.
It had no camera. The one online had said it was jet black; this one is silver. Hubby says, don't worry about the camera, the computer's fine, and turns it on. It doesn't work. A black (DOS) screen comes up and says Windows did not start normally, and then after a few seconds, it attempts to repair itself. It can't, and a message pops up that says as much. My husband tells me not to touch anything else, let's call Dell and get another one. I call them, and they tell me I have to contact Customer Service, which is cirrently closed.
This morning, I call the CS department. I spoke with 12 different people in 5 different departments, and at the end of nearly TWO HOURS on the phone (much of which was spent on hold), I was disconnected without a resolution. All I wanted was to return the broken system and replace it with the 1525 system I had originally wanted, which had a web cam and was the same base price as the broken one. I called back and asked for the Customer Service manager, whom I supposedly got, and was told that a)I can only replace like with like, i.e.: a 1501 with a 1501 even though the price is the same for the 1525, and b) (this is the real kicker), when I return the broken computer, if I want another one I WILL HAVE TO PAY THEM MORE MONEY, because the discount code I originally used had expired. They will not honor the 15% discount I used because it has already been redeemed, even though the computer it was redeemed for is broken and being returned.
In my opinion, if the computer is redeemed, the discount should be available again. So, in short, if I want to replace the non-working computer with one that works, it's gonna cost me. This is utterly ridiculous. I finally asked for and received a Return Auth # and am returning the broken laptop. I will not be purchasing the next one, or any other, from Dell ever again. It breaks my heart, because their computers are great (in my experience), and they have EXACTLY what I want.
No laptop!
Dean of American Canyon CA (05/06/08)
I purchased a Dell XPS M1530 laptop on the 3rd of April 2008 thru their website www.dell.com. I went thru the customization process. Part 3 of this process is titled Protect My Investment The 1st Step was Select My Warranty and Service which had two choices: 1ST CHOICE:Get $70 Dell Gift Card with 4Yr In-Home Service, Parts Labor- Next Day add $80 or $3/month1 Dell Recommended And receive $70 Dell Gift Card Discount Details 2ND CHOICE:3Yr In-Home Service, Parts Labor, 24x7 Phone Support [Included in Price] The default was the 2nd choice (3Yr In-Home Service, Parts Labor, 24x7 Phone Support) and this is what I chose. The next step was Select My Accident and Theft Protection which again it gave two choices: 1ST CHOICE: Add Accidental Damage and LoJack Theft Protection to 4Yr Warr. Free! Dell Recommended Save $99.99 on LoJack theft protection! Discount Details 2ND CHOICE:Add Accidental Damage and LoJack Theft Protection to 3Yr Warr. [Included in Price] Again it defaulted to the 2nd choice, which is also what I chose.
So, my laptop should have 3Yr In-Home Service, Parts Labor, 24x7 Phone Support, as well as 3 years of Accidental Damage and LoJack Theft Protection. Today, I was about to purchase another laptop as a gift for my fiancee. I wanted to buy one that was better than the one I had just bought so I decided to look at my receipt and see what I can improve. I noticed that I only had one (1) year warranty. I contacted dell immediately, first, via their online customer service. They could not do anything because they did not have the proper tools so they told me to call customer service.
When I contacted them via telephone, I explained my concern to the representative. He kept saying that all purchases have one year warranty. I explained to him repeatedly that the website's offer was for three (3) years and that no where on the customization process did it indicate that I would only be getting a one(1) year warranty. As a matter of fact, there wasn't even an option for a 1 year warranty. If I was to only get a 1 year warranty, they should've had that option. The option was clearly either 3 years or 4 years.
The representative offered no resolution nor an explanation. When I asked for a manager he placed me on hold and about a couple of seconds later I heard a click and the line had been cut off. I called three more times to try and rectify the situation. I would reach a person that asks me what my call was about and then all three times said that I needed to talk to the customer service department. They would transfer me but the call keeps disconnecting. I can never get through to a customer service person
Dell's fraudulent practice has deprived me of the 3 years warranty, service, accidental damange, and theft protection that the website states I was suppose to have.
Leigh of Saddle Brook NJ (05/05/08)
I ordered a memory chip for my pc. Three hours after I ordered the chip I decided to cancel the order because I decided I could get it cheaper elsewhere. I called to cancel the order and was told I could not cancel the order because it was a third party order. I emailed Dell and then got response at 11 pm EST that if I called within 3 hours they would try to cancel the order. Needless to say I didn't stay up to call but called at 9 am EST the next day (may 5,2008)and was told that their computer system was down. At 2pm EST on 5/5/08 I finally got through to customer service and was told again that the order couldn't be cancelled.
The order was not scheduled to be shipped until 5/6/08 yet they couldn't cancel the order. I was told that I had to receive the order then call Dell to get authorization to return the item and then I would be issued a credit. When I asked to speak to a manager I was put on hold for 25 minutes and then I hung up and called back. Once again I could not get the order cancelled and when asked to speak to a manager I was hold for another 20 minutes.
Finally the manager got on the phone and told me the order could not be cancelled even though it was scheduled to be shipped the next day. I left the call with the promise from Dell that someone from their corporate offices would call me within 24-48 hours. The truly amazing part of this is that when I asked for the corporate address for Dell so that I could write them a letter no one had the Dell corporate address. That is the most amazing and baffling part of this whole experience. How can the customer service department not know the corporate address?
No physical damage - just mental frustration trying to deal with a corporate giant.
Greg of Peeples Valley AZ (05/05/08)
I talked to Best Buy and they will be happy to down grade for a service fee plus the cost of the software. The end result is that Dell, Best Buy and Microsoft have a great thing going by putting their customers in their round about customer service program, in other words there in no end and a solution is impossible. I have made the following decisions, 1. Sell my new Dell for what ever I can get for it. 2. Even though I will have a huge learning curve I will purchase an Apple. 3. Begin to educate future customers to round about customer service. 4. Never again use the above companies for anything. Disappointed.
Justin of East Mc Keesport PA (05/04/08)
In today's digital age we all have several log-in id's and passwords, and I am no exception. I was attempting (was being the operative word) to purchase my third computer from Dell using my preferred account. Being that the preferred account phone lines were closed on Sunday, I called customer service trying to obtain my log-in information, and the agent insulted me for forgetting my information. I stated angrily You just insulted me, this conversation is over and I hung up the phone. I have notified Dell that they lost a customer and several of my friends and family members as well. I do not appreciate being openly insulted by someone I am paying for a service.
Patrick of Seattle WA (05/03/08)
I spent over $2000 on an Inspiron 1525 and peripherals. On initial order, I was told I should expected delivery by 4/18 after placing the order on 4/8. I had also ordered their PC to PC transfer function. I received repeated e-mails telling me download this utility on my old computer. They also left me a voice mail message with one of their infamous seven digit extensions to speak to them regarding this matter. I work away from my home city and was not in a position to complete the download. WHen I called the 7 digit extension on numerous occasions, I was repeatedly advised that the mailbox was full and not accepting messages. That should have been my first clue!
Having been a previously satisfied Dell customer (over 6 years ago -- before call center operations were shipped overseas) I decided to remain loyal and await delivery. When the order didn't arrive on the promised date, I called customer care who told me that there was a delay due to suppliers and they were very vague. I called three times and got 3 different delivery dates. I finally was advised that it was to be shipped on 4/23. Dell uses DHL for shipment, and they have customer service delivery issues of their own. They attempted delivery on 4/25 and left a note. This was a Saturday, so I called and requested redelivery on Monday and delayed my departure to my out of town assignment to await delivery.
They promised delivery before noon and when they failed to do so, I called them. They then told me that they had not put the shipments on the truck and that I should receive delivery by 5.00. I had offered to come pick it up that morning, but had been told it was already on the truck. As with Dell, I made innumerable calls to DHL that were never answered -- not even a hold queue! I was finally able to pick up the laptop on 5/2. When I attempted to boot it up, it kept dying. This was the first of now 13 calls over the past 24 hours to Dell.
When I called the technician, he asked me if I had dropped the laptop or something! I assured him I had not, and was insulted by the inference. I ended up having to disassesmble the memory card and replace the chips to get the [laptop] to even boot up. I spent over 2.5 hours on the phone with three technicians doing this -- one simply hung up on me. I also procured Dells PC to PC data settings and data file (two services) that I was told to move files from my old Dell to the new one (the one I mentioned above for which I called to continuously receive mailbox full notices). The settings seemed to transfer, but not the personal files.
I called tech support, and was told that I had reached hardware and that I needed to speak with software. I called the software line (I have been supplied with 8 toll free calls to Dell over the past 24 hours--all of which take you to the same annoying call router). I called software, who said I needed to call customer care. I called customer care, who transferred me back to technical support as they advised that technical support addressed issues with Data Safe PC to PC transfer (a Dell branded product). Having already spoken with half the Indian subcontinent, I received a technician who immediately tried to claim that this was a software issue and I would need to call software support. I advised insistently that I had already spoken with them and they directed me to tech support and that he needed to assist me. He very begrudgingly agreed to do so, and placed me on hold 12 times in the course of a 1.5 hour call to I need to check something. He finally logged in through remote support and attempted to activate the file transfer utility. It prompted me to enter a password, and I entered the password that had worked for the user settings transfer. It didn't work numerous times, and the technician implored me to sir -- you must think hard to remember your password or I cannot help you in a very condescedning, insulting tone. I assured him I had rememembered the password that had just worked. I attempted to reset the password, and when I attempted to use the password reminder prompt.
The technician kept imploring me to think harder. I told him that the password had worked. After one of the put you on hold events, he came back and said I should have received an e-mail confirming this password. I checked my email and showed him my inbox to confirm I had no such e-mail. After extended attempts and numerous holds, the technician returned and said that I needed to call customer care to get the e-mail. I was so disgusted I finally agreed. I called customer care, and the technician said they were about to close and to call again in the morning as the call would take longer than she could provide at that time.
After innumerable hours on the phone and a missed dinner engagement, I agreed to call customer care in the morning. I called customer care, and Rashika (sp?) spent very little time in telling me that she could not help me and that I needed to call technical support. I told her that they had advised me the night before that I needed to receive an e-mail from customer care with this password. She advised that I know nothing about this e-mail and that we have no way to send e-mail from customer care and you must called technical support. She transferred me to technical support triage. I supplied my express service code for the umpteenth time. After a 25 minute wait I was sent to desktop support, and was told I needed to speak with laptop support. I was then transferred and held for over 30 minutes to get to laptop support who once agained is now querying me did I have my password. It's groundhog day.
M of Seattle WA (05/02/08)
Yesterday I called Dell sales to ask about the Nintendo Wii. It is on the website but doesn't have an option to buy so I thought maybe I have to call to purchase. I was transferred to a representative named Iris who said she would check if a Wii is available. She left me on hold for 15 minutes. She came back and told me that there are Wiis available for purchase. I asked her what the price was, she then left me on hold for 20 minutes and never returned. So I hung up and called back to then talk with a gentleman who said that there are no Wiis for purchase.
I asked to speak to a customer service mgr so I could make a complaint about Iris. He said he would transfer me to Case Mgmt. I sat on hold for another 5 minutes to speak to a customer service rep who asked me what I needed. I told her I'm waiting to speak to a case mgr. She put me on hold for another 10 minutes and then the call was dropped.
I am absolutely furious about the run-around that I received yesterday and I will not be a customer of Dell's ever again. I am a business software analyst so I am surrounded by people who buy computers and accessories, you can guarantee that I will be retelling this nightmare of a story to all that I know and tell them not to purchase Dell products.
Kimberly of Lakeview MI (05/02/08)
The computers are the worse I have ever had!!! I received two Inspiron 6000 with the first year the hard drives went, thank goodness it happened just before the warranty ran out! With in two years the batteries die and that is after the warranty, why have a laptop if it always has to be plugged in for power! Customer service I donn't think I have enough time or space for all those complaints and their contracts our not complete!
Devendra of New Jersey NJ (05/02/08)
I had online ordered dell Laptop. 1) I placed the order on 16-Apr-2008 and excepcted estimate ship date was 25-Apr-2008. 2) it was delayed and got 2nd estimate ship date as 30-Apr-2008 3) it was delayed and got 3rd estimated date as 7-May-2008. I could view these statuses online and 7th May 2008 estimate status was present in the site on 30-Apr-2008.
But this order was cancelled without my knowledge and I got explanation from Sales Representative that order was cancelled because duplicate order done. Question1:- I had ordered 2 Laptop and both approved by Credit Company and went into the Production. In Production phase, How ordered cancelled? Question2:- Without customer permission, How ordered cancelled? By changing the estimate ship date and canceling the order without customer permission is cheating to consumer.
Janice of Melrose Park IL (04/30/08)
Monitor and keyboard ret'd to Lavergne, TN and confirmed rec'd 1/30/08. My son and I have contacted Dell in India a minimum of 30 time each attempting to resolve this matter. I've been given promise after promise that my credit card would be credited for the return but still nothing has been resolved. I have talked with managers/supervisors, told by Crystal that she would handle it personally and call me back-that was on April 10. Naturally, no call came.
Again today, I spoke with another supervisor, Hector who assured me we would receive a phone call within 24 hours as they had to send an email to Lavergne, TN, their Receiving Team to determine if/when the monitor was received as they only confirmed the tower was received. This is after I was promised that the credit would go through within 5 to 7 business days from APRIL 11, 2008. Today is April 30, the Receiving Team has had both the monitor and tower since January 30, 2008 but [have not] confirm this. PEOPLE: THINK ABOUT ORDERING OR PURCHASING A DELL PRODUCT FOR WHICH YOU HAVE NO POSSIBILITY OF EVER GETTING RESOLUTION FOR THE CRAP PRODUCTS THEY HAND US. And,,,think about it, you can only contact someone thousands of miles away. Do you really think you can live with that?
We have had to go out and purchase parts to enable my son to build his own computer. Both our blood pressure readings are much higher than when this all started. I will do all I can to deter anyone from purchasing Dell products, either in stores or on line.
Fernando of San Diego CA (04/27/08)
This is a copy of the letter I sent to Dell's Legal Dept. (certified with return receipt) As of today (4/27/2008) no response Date of purchase: December 2, 2007
I purchased a laptop XPS M1530 for the amount of $2000 and made a big mistake when I thought that rather than completing the transaction online I could help a sales representative make a commission at no cost to me. Unfortunately I was led to believe by Mr. Rinaldi that he could guarantee me the same online special offers and get the order processed more rapidly through him. In more than one occasion I inquired about the $200 gift card offered with the purchase of this system and he reassured me that indeed the gift card would be mailed to me. I sent him an e-mail on January 23, 2008 after six weeks of waiting and he responded back two days later stating that gift cards could take between six to eight weeks to arrive.
Once again I patiently waited two more weeks and eventually I contacted customer care department at his suggestion. I was surprised to find out my name was not on the list? and therefore, I was not going to receive any gift cards. The operator was abrupt and rude and put me on hold as I requested to speak to a supervisor. Eventually I talked to Mike? who told me I should contact [Dell] legal department. Once again, I contacted Mr. Rinaldi to give him an opportunity to correct his mistake and he replied he was going to fix the problem after talking to his supervisor and would get back to me that same day which of course he did not. Further e-mails to him went unanswered.
I have been a loyal customer and I have purchased several desktops from Dell in the last 15 years. Furthermore, I have recommended Dell products to family members and colleagues alike. However, I am very disappointed at this clear case of false advertising, false promises, and plain deceit. The reality is that the $200 gift card was what ultimately convinced me of purchasing this laptop as I wanted to use the gift card towards the purchase of other Dell products. I can imagine after what I have found online, that I am not the only customer referred to you by customer service. The implication that simple mistakes intentional or unintentional cannot be resolved by the customer service department but rather they need to be dealt by [Dell} legal department makes me wonder about the integrity of [the] company and perhaps [their] litigious mentality that I do not share.
However, no matter how insignificant the value of the gift card is, I am not going to let [Dell} get away with this kind of behavior. I believe in principles and Im going to pursue every possible venue until my $200 gift card is sent to me.
Preston of Youngsville NY (04/26/08)
When ordering a replacement fan for my desktop, The salesperson suggested upgrading the memory on my computer. I asked for an additional 1Gig of memory and was sent a single 1Gig card. The problem is that memory has to be installed symmetrically. When I asked for 1 Gig he should have told me I would need 2 512MB cards. I elected to upgrade only upon his suggestion. He should have recommended the correct configuration.
I have spent hours on the phone and emails trying to resolve this. I'm sorry but I have not spoken to one person who speaks English well enough to grasp the problem and offer a resolution. Years ago Dell's customer service was excellent. Now it is a pitched battle trying to get service.
William of Carrollton TX (04/25/08)
We were billed for ink cartridges which were supposed to be free. On 1/25/2008 we ordered a Dell Inspiron 1720 Laptop computer. In their offer we were supposed to receive a Dell Dollar certificate in the amount of $75.00. We received this coupon on 3/18/2008. On 3/23/2008 we used this coupon to purchase ink cartridges which were priced at $80.96 and charged the balance to our Dell Preferred Account. We printed out the completed order form from Dell showing that we did not owe them anything and that we had used our Dell Preferred Account to charge this item. When our statement dated 4/17/2008 arrived we had been charged $87.65 for these ink cartridges.
We called their Financial Services Customer Service department and were told by someone that we could not use the $75.00 Dell Dollars certificate; first because the amount of the purchase was only $74.01 (the purchase was for $80.96, very plainly stated on the computer printout of the order; second if we used our Preferred Customer account (the computer printout of the order shows that this account was used and there was no notice that we could not use this card. This was after repeatedly asking to speak to someone who could speak English, (when I asked where he was located, he spoke so poorly I could not understand what he said), being on the phone from 6:44p.m. until 9:20p.m. Repeatedly being put on hold, told that it would only be for one to two minutes and then left there for extended periods of time. Once after fifteen minutes, I hung up and called them back.
We repeatedly asked to speak to a supervisor and when we finally spoke with Gary Minhas, who did not speak any better English than the previous people we had talked to. He kept repeating that we had only purchased $74.01 and could not use the $75.00 credit. How can that be when the charge to our account if for $87.65? He could not answer this question. The total of the purchase was for $80.96 should have had tax added for $6.69 for a total of $87.65 less the $75.00 Dell Dollar Certificate for a total of $12.65 billed to our account. He also told me that now since we had attempted to use the Dell Dollar certificate, we could no longer retrieve the certificate to use on another purchase. In other words once you attempted to use this certificate, it is invalidated. I finally gave up trying to talk to them and hung up in frustration.
I then looked up the phone number of their Austin, Texas office and called that number. I at least got someone who spoke English without such a heavy accent. He at least verified that we had purchased $80.96 worth of merchandise from them. However, he told me that the Dell Dollar Certificate which we used was not valid if we did not use a debit or credit card other than our Dell Preferred Customer account. I told him that no where on the Dell Dollar Certificate was this stated and that their website accepted this charge as valid and did not state that we had to use a different debit or credit card. (We had an available credit amount of over $3,000.00 at the time all this took place). He finally said that they would refer my complaint to their corporate offices and someone would call within 24 to 48 hours.
In addition to speaking with them on the phone, I have emailed their financial service department offering to fax them copies of my Dell Dollar Certificate and a copy of the Order Summary printed from their website. My final correspondence with them was that they would answer my email with 1 business day. I believe their action is both fraud and deceptive advertising. If this is the way they treat what are supposed to consider their Preferred Customers, what do they do to the average customer? We will definitely never buy anything from them again.
What should have been free is now going to cost us $87.65 plus numerous hours and total frustration. Plus they are not going to allow us to use the $75.00 Dell Dollar Certificate for any other purchase.
Joe of New City NY (04/23/08)
On 4/14/08, I ordered a Dell desktop. The email confirmation indicated a 4/22/08 shipping date. I thought an 8 day delay strange, but even though I needed a computer, I decided to wait it out. On 4/22/08, I received an email from Dell indicating an estimated shipping date of 4/28/08.
I called custome |
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