Complain about a product or service

Dell Customer Service

Christina of Tallahassee, FL August 26, 2009

I have a charge on my credit card from a Christina H. out of California. I called and explained I am not that Christina that placed that order and they wanted to argue with me and placed my account on hold and told me I would recieve a form to be filled out. The order is for a smart phone that is almost 700.00. The charge is on my credit card, it is showing cancelled but I am unable to get into my account and I can't get any where with this when I call, I am put on hold for very long times and then disconnected.

Jack of Brookfield, WI August 26, 2009

The Dell Web site and especially support is a joke. I just pent an extremely long time on the chat system waiting. I was number 19 in the queue at the start. While waiting I was able to prepare and eat lunch, wash the dishes, go to the bathroom and make a couple of business phone calls. When my time came to chat, the server went down. When I tried again, I was 21 in the queue. Either Dell has reduced the number of support techs or there are a great deal of problems with the computers. I have two other Dell laptops dating back 7 years and never had the problems with support that I have now. This doesn't even scratch the surface of my recent problems. Just getting the laptop I ordered was a nightmare to lengthy to discuss here.

Kathy of Grayson, GA August 26, 2009

I received a call at work from Dell customer service asking me if I wanted to purchase an extended warranty. I told her no and do not call me at work. She continued to ask me about the extended warranty. I hung up. She called back twice more. I can not take personal calls at work.

fred of jamestown, CA August 25, 2009

My computer would not let me log on , so i called tech support and they told me i need to pay 50 bucks in order to even speak to tech support. And I said what if you can not fix my probblem he said if i pay 50 dollars they could fix my problem, i was not to sure of this so i spent the next 10 mins asking for a supeviser which i was never allowed to speak to. He then hung up on me. This CO should be put out of buisness or train there India techs a little better customer service techniques. I am really pissed that i have spent so much money with them..

Bart of Independence, MO August 24, 2009

What happened is, I made the mistake of doing business with Dell. I am a small business owner that was taking care of one of my clients Dell laptop and simply placed an order for a replacement drive and carrier for their laptop. Easy enough right? Not for Dell! I called the 800 number to place the order and got Monica(a nice enough young lady)with a heavy accent. I could not understand her and she could not understand me. After repeating myself several times and being put on hold several times, I finally got the order placed.

I was given two order numbers and was told I would get a conformation email detailing my orders and shipment details. I paid with my Visa and noticed that the authorizations hit my account but never received a conformation email. Several days later I received part of my order but not the second half. I decide to check my Visa account and one of the authorizations is no longer there. I call to see what the problem is and the order had been canceled. When I asked why?, I was told: "there was a problem with my card". That was a lie! I saw the authorization the day of the order.

Now shipment will be delayed another 7 days! Also, they shipped the one order I did receive to the wrong address. As a small business owner that provides IT support, I could not believe it! I would not be in business if I operated this way. So my first time doing business with Dell was my last. Normally I would contact them and let them know of these problems but good luck trying to register a complaint. My recommendation: Don't get a Dell!

Sandra of Charlotte, NC August 23, 2009

I recently, as in the last two months, bought a new Dell Laptop. Of course it was financed through Dell also. My biggest complaint is that Dell does not have one person who can speak English in their customer service Department. How can they rate so high for customer service if they don't have people who speak good-old-American-English who can help me solve a simple problem? So who is doing the surveys that release the data saying Dell has such awsome customer service when I can't even understand the person on the phone helping me?

I will not buy another Dell until they decide to bring some English speaking people into their customer service department. Also, you can't even call or write a valid complaint to their corporate offices. I tried and got a voice mail from "yet another person from India" calling to offer help. Are these people stupid? I wrote in my letter very plainly, in "English" we were having a communication problem because of the language barrier.

So what do they do? They have someone I am still going to have a language barrier problem with to call me. I am not prejudice but in todays economic hard times I am highly insulted that Dell has not hired more Americans as employees for this area of their business.

sam of elmhurst, NY August 21, 2009

Dell stinks. I order 2 items from them recently and they screwed up both orders.1 was a digital camera i bought from their ebay clearance section, they sent me the wrong one and charge me for the one that cost more, when i asked them about it they told me the wrong item they sent was the item that i purchase.

When i told them i had proof of the camera i ordered they didnt care, as long as it doesnt show up on their computer screen the customer is always WRONG, not matter how much to complain. So i needed the camera for a trip i was going on, so i had no choice but use the camera they sent me. Next incident, i purchased a laptop from dell, 10 days later the ac adapter breaks, i call dell. They asked a whole bunch of irrelevant questions about the "laptop" when i specifically told them the ac adapter wont charge. I even told them that i had another Dell laptop, which i do have actually, and i tried my other laptops charger to the new laptop and it charges fine.

You would think that they would say "OK we will sent out a new ac adapter to you right away", but nope more questions about the "laptop". i thougth that telling them what the obvious problem was, would help THEM speed things up more but it just slowed it down more. I WILL NOT be purchasing a dell ever again. Thanks for listening.

Cindy of Cary, NC August 20, 2009

As a Brand New Customer, I have had the WORST CUSTOMER SERVICE I have ever had for any product I have ever purchased! I ordered a laptop, then accessories on the same date Aug 1 for my daughter to start college with in TX on Aug 20. The laptop arrived 12 days later, but no accessories. When I called Aug 16, I was informed that the accessories order was CANCELLED Aug 4 - 3 days after I placed it! No one ever called me or emailed me to let me know this.

Since my daughter was leaving in 4 days for college, I reordered the accessories. I asked if they could rush the shipment and they could, but it would COST ME 35 more and he couldn't waive the fee! I was shocked. I told the agent to order and I would contact customer service to take care of the rush shipping since it was obviously DELL's error. I proceeded to call Dell customer service 3 times that same day and was disconnected from the foreign speaking agent before I could finish explaining the problem.

I was so frustrated, I finally went online and emailed them. Then I get an email back from a foreign agent that the order number I referenced was for the shipping charge for the items I ordered and they couldn't waive it! Obviously someone who really took the time to understand the issue or else was too incompetent to do so! So I responded that I will need to take this up with a supervisor. The next day, I get another email that there was nothing they could do. I could hardly believe what I was reading. I was having to pay EXTRA for THEIR ERROR?

To make matters worse, I also received at my NC home, several (not all) of the items I ordered that were to be rush shipped to my daughter in TX! To add salt to the wound, I tried to contact customer service again only to be disconnected before I could get to the correct party! And the automated call menus are another source of aggravation!

I finally got thru on Aug 20 to an AMERICAN that could understand the issue I was having. At that point, my daughter had just left for college and had not received any of the accessories that were to be shipped to her. Dell let me and my daughter down! I told the agent that I would NOT pay for the FedEx charges and that I would RETURN ALL THE PRODUCTS I ordered at THEIR EXPENSE!

I have had enough runaround, disconnected calls and incompetent people on emails to last my lifetime from this experience. Not to mention all the stress and aggravation this created in the middle of trying to help my daughter get ready for college! I refuse to let her get this same runaround and lack of decent customer service if she were to have a problem with the laptop!

My company of 5,000 employees has all Dell equipment, so I made sure I contacted our Purchasing department to let them know about my experience. And when I meet with our CFO next week, I will let him know the same thing. I had planned to replace my desktop at home this winter, but after this experience, I won't be calling Dell to buy ANYTHING!

They just lost 2 sales and I will be certain to let everyone in my company, my neighbors, my social & business networks, etc know what kind of experience I have had that started over a 35 rush shipping charge from an order error by Dell! I see business practices at Dell that I would never dream of exhibiting to my customers! I won't be disappointed by Dell again!

RICK of pottsville, AR August 20, 2009

I ordered a dell mini pc on line, and right after, i ordered it, i realize that it just had a 3 cell battery..i wanted the 6cell cell one..so I called right after to see about changing the order.i talk to a rep in nashville tn..and he told me he would order one with the 6cell for me,,and to call a number he gave me, to cancell the 3cell..I called, and told them that I wanted to cancelled it, and they gave me a cancelllation number..But guess what, they cancelled the wrong one, the 6 cell..and sent me the 3cell..and now they are making me pay shipping fees and restocking fees...they were very rude to me..

srikanth of plano, TX August 19, 2009

In order extend my warranty on my laptop i have contacted dell customer service and i have purchased my warranty through my debit card on the phone. Dell guy took my card details and charged me for the warranty. After 2 days i was surprised to see few fraud transactions worth 660 on my card. I am sure that dell has misused my card. I want your suggestion on this. Thank you!

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