Complain about a product or service

Dell Customer Service

steven of vineland, NJ August 29, 2009

Dell has refused tgo resolve my dell issue,for the past 3 years and a half. And even the Dell Legal department won't help me because,for the past 10 weeks and 6 days.I'm unworthy of any satisfaction,and still refuses to help me.Until this day,even ever department in Dell.

Patty of Des Moines, IA August 29, 2009

I ordered a computer to have it shipped to my work, since no-one was home during the day to sign. They tried 3 times to deliver it to my home. Customer Service kept telling me they couldn't change a shipping address once it was shipped, but I had entered my work address when I ordered, THEY shipped it to the billing address. CS couldn't understand or speak fluent english and had no idea what I was talking about.

In the meantime I was charged for it. I did get it returned but was charged for the shipping. I was told I would receive a refund (Already made 2 auto payments in the meantime) I am still waiting (6 weeks!) I will never ever buy a Dell computer. We do not have a computer now and my kids just started school.

james of kershaw, SC August 29, 2009

answered a email to take survey for dell & purchase to promotions. so i did netflix & disney books & was going to recieve a Dell Laptop & i had purchased a 1510 Dell a few weeks before. i thought dell would stand good on there end of the deal. i have temeanal cancer i was planing on buying three for me kids before i died. there moter killed hrself 11 yrs ago

Ed of Fresno, CA August 28, 2009

I bought a Dell Studio Laptop in Dec2008. The keyboard keys keep falling off..and Dell could not provide a good customer service. I call technical support and I kept getting transferred to Customer Service..basically I was going in circles.

Scott of Leamington Spa, United Kingdom June 27, 2009

My last, and currently unanswered email to Dell customer services to cancel this order if its not shipped over the weekend? ive waited an extra 2 days, and the delay is now putting my work in jeopardy, this is very serious for me. quoting legislation is a last resort, but formally requesting cancellation of a product that has not yet been delivered is permitted under the consumer protection DSR act 2000. Dell cannot legally refuse because an item is at stage 3.

I made it clear that I needed a laptop urgently. when it became clear I wanted to cancel, the laptop moved into a stage in the production process specifically to prohibit cancellation. This has no basis in UK law, and as Dell refuse to acknowledge my rights under the DSR act, I am left furious, and with limited options. Since the charge against my account has not been fully actioned by Dell (currently sitting as an authorisation for the transaction amount), my bank cannot intervene.

This is deliberate, and conceited attempt to lock customers into a long lead time, that would otherwise result in cancellation should the true time be disclosed. Dells order system is arbitrarily divided into phases, each assigned a seemingly arbitrary duration of time. Orders may sit at stage 3 (production) for an undefined, and apparently undefinable length of time. Dell are acting illegally, by even the most business friendly interpretation of UK consumer law

Arthur of Sun Prairie, WI August 28, 2009

I ordered an XPS laptop which arrived not as originally configured and was sent a replacement. The replacement was defective out of the box. (mouse pad key stuck). I called support within hours of receiving the replacement and was routed in a circle from one out- sourced East Indian phone number to another, finally back to the first number.

All I wanted was a new replacement, and all I was offered was a repair, well for the 1200.00 I paid for a NEW operational unit, a repair was not reasonable. I have returned the laptop for credit. Beware! If you must purchase a Dell, only do so through a retailer where you can return the unit for full refund. If you call support you will not be connected to a USA based support system!

Dorene of Middletown, DE August 28, 2009

WORST customer service ever. I bought a 3-pack of ink and one black was defective (I think it was empty or used). I waited on the phone for 1 hour and 15 minutes and was transfer over 8 times.

All the customer service reps were from India and had no idea how to help, much less understand what I was saying. Towards the end I was screaming at them. A few times, they simply hung up on me. NEVER, EVER, buy a Dell computer, printer or anything Dell because they have no customer service afterwards! Buy American and deal with Americans when there is a problem.

Russ of Greenwood, SC August 27, 2009

We ordered a replacement printer cartridge for our Dell printer. We were unable to print because of a "cartridge compatability" error. I figured, it is just a defective cartridge, not a big issue. I know 100% quality is not possible. My issue is with the out-sourced (apparently India from the accents) Dell customer support process that not only takes at least 15 minutes to navigate, but yields nothing but phone transfers. The first round of customer no-service resulted in over 12 transfers and eventually a lost connection. For the second round, my wife called as I was in a state of extreme anger, she endured 6 transfers. Each time having to provide the same information (order number and name), the issue may eventually be resolved, but it is absolutely evident to me that Dell has a strategy of making customer service so difficult it is imposible to ever return or repair anything they messed up. You bought it, it is now yours even if it does ot work.

Donna of Pensacola, FL August 27, 2009

My son and his girlfriend bought a new Dell computer through their workplace employee purchase plan on 8/13/09. Received it 8/19/09. Couldn't hook it up for the first couple days. Hooked it up on 8/21/09 and it worked for ONE day. Would not turn on the next day. I mean "nothing". The tower made no sound, no fan, no nothing; just would not turn on.

For the three days following that and continuing to this time we have still not been able to resolve this, find out where to send it, get a return authorization number or any help. They have called for hours and then I took over and tried to get resolution for hours. We have been hung up on, yelled at, cussed out, refused help, and told there is nothing they can do, mostly by non-English speaking and non-English understanding CSRs.

From our experience, and from everything I've read on these sites I think Dell must be the worst company in the world. I have never seen anything like this in my life. They will never buy another Dell, nor will I, we will tell everyone we know not to buy a Dell, I plan to hang around the computer section every time I go in anyplace that sells Dell and tell people to never buy one because they will be out of luck if anything goes wrong.

Unbelievable; unconscionable; abysmal; the worst company and customer service I've ever dealt with in my life, and I've been around for a while and. The company heads must be insane.

Denise of Charlotte, NC August 26, 2009

I purchased over 2K of equipment for my small business from Dell. As with everything ordered from Dell it was delivered one peice at a time. Besides a Laptop I also ordered a cordless keyboard, mouse, 22" flat screen and a remote docking station. The original order was placed 07/16/09 however the Laptop wasn't delivered until 07/29/09. There were problems with the set up and I had to pay the Geek Squad to configure the system so it would work that took until 08/11/09.

When I attempted to use the keyboard I discovered it was a total piece of Logitech Garbage. I called Dell and requested they send me prepaid authorization to return the keyboard/mouse set and credit my account. They have refused to comply since in their opinion the appropriate timeframe has elapsed.

Dell doesn't care that the Laptop didn't arive until 2 1/2wks after the keyboard; they think I should have just played "air keyboard" to check it out before the rest of the setup arrived.

We are fighting it out over 65.00; everything is financed through Dell so the ball is in their court. I bumped up my complaint so now they are asking for "special" permission to statisfy my request. 65 bucks come-on I am paying them 2 grand plus financing. When does the customer become important.?

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