Complain about a product or service

Dell Customer Service

Thomas of Kingston, PA July 16, 2009

My new Dell computer has a keyboard with a space bar so far to the left that a touch typist finds it nearly impossible to hit the space bar with his/her right thumb - the means of hitting a space bar since keyboards were invented in the 1800s. I'd hoped that Dell would recognize this problem as a design flaw and replace the keyboard, but I'm told I'd have to buy a new one. The keyboard is roughly the equivalent of a car with a brake pedal eight inches to the left of where it normally is, forcing a driver to search for it every time he wants to stop or slow down. Dell's online customer service, incidentally, is limited to people who have bought directly from Dell. It's closed to people who've bought their Dell products in a store. Mine is from Best Buy.

Marita of Hawthorne, NJ August 14, 2009

I have not been receiving emails for an entire week now. When I call "Customer Service" (in India) twice I was "redirected" and they hung up on me! Twice in a row! I have the Dell email and they seemed not to care at all. Very bad. Very discouraging. I expected so much more from this company (until I started reading the other complaints!) I have not received my emails over a week now.

Karen of Foxboro, MA August 13, 2009

I have just found out the hard way what a "limited warranty" means. The power supply (PSU) on our new desktop PC died in under 3 months. Staples agreed to replace it but told us that if it dies again, we have to pay for it since there is a limited warranty meaning that they replace one part ONCE. So this means that if this is an ongoing defective part, they feel free to keep selling it and I have to pay for having it replaced from now on.

NO, I don't believe in extended warranties as that means a company won't guarantee the quality of their products long term correct? You have to pay extra for quality is how I interpret this. I work for a medical lab instrumentation company and we would never require a hospital to pay for a part that turns out to be continually defective. While we improve "bad " parts, we at least keep replacing defective ones for "free". I will not buy another computer from Dell. Another problem is their lack of general email address for basic comments and complaints. If you don't have a documented current problem that you have registered with them, they don't allow you to just send a comment.

Alice of Lecanto, FL August 13, 2009

I find it disgusting that with unemployment so high in America, [they] have the nerve to outsource your service. To order an ink cartridge should not take more than five minutes. I spent a good 15 minutes with Chris in the Phillipines going round and round. Finally Bruce an American came on the line and completed the order. I wanted to talk to a live person at Dell about the customer service, and when I called what did I get but somebody in India of all things. Disgusting! This is so unAmerican - [Dell] ought to be ashamed. When I get my new computer it will definitely not be a Dell.

B. of Cordova, TN August 12, 2009

I placed an online order for a new laptop with an estimated delivery date of 5 Aug 09. I was then notified on the 6th that the order had been delayed and the new "rush" date would be the 19th. Today, I when contacting Dell on another matter I was informed the date was moved again to the 31st-no notice this time. I spoke with a customer service representative who told me my order had to be cancelled and redone (by Dell-not me).

I asked to speak with their manager and was directed to Monica who informed me that I had been placed at the bottom of the que when the company cancelled and reissued my order. When asked why, I was told "the automated system is set up that way." When I asked if they could put me back in my original spot in the que I was told "no."

When I asked to speak to her manager I was told "that is not possible, I have the authority to handle these matters." When I asked if she was going to do what was right and re-establish my place in the que she said "no." When I asked if there was someone she reported to, she said yes, but I could not speak with them. If I don't cancel this order this will be my last Dell. Any company that thinks it is fine to delay an order an additional 25 days due their own mistake is not one I will continue to do business with.

Rob of Adrian, MI August 12, 2009

I ordered a 100 gaming keyboard at Dell's online order site. The site said it was in stock and would ship in less than 24 hours. In the evening of the day after I placed the order, I get an email update saying the order is delayed and is expected to be delivered 2 weeks after the order date. Then the next morning I get an email saying the order shipped the day before, and should be delivered today.

So I call customer care to get the real story, which is that the item did ship, but no idea when it will arrive, and the tracking number they gave me wasn't even registered in the carrier's system. When I asked why the updates were screwed up, the "overseas" customer service rep just kept spouting, at high-speed and angerily, the same details again and again. No help whatsoever, no admission of a problem.

Bob of Fremont, NE August 12, 2009

I purchased a laptop from Dell. One month later the CD/DVD drive broke-- it was not being abused, it just broke. I was told by Dell that it was not covered under any warranty and I would have to spend another 159 to replace it. If the company stands by their products like this, who needs them?

Norma of Brooklyn, NY August 11, 2009

i was charged twice for a warranty that i purchased from Dell back in February i called dell to immediately tell them about it they agreed to give me the reimburstment but have yet to receive it. I also called my financial institution which at that time was Washington Mutual and they also had no luck in getting the reimburstment for the past 6 months.

I have now tried to call Dell again with the same results i get put on hold just for a representative to tell my that they cant help me and they transfer me or give me another number to call for a different department.

When i do finally again get through to some one they tell me my account is placed on financial and when call the financial hold department they put me on hold to see what is wrong and then the call either gets disconnected or they tell me the person in charge of my account is either away from their desk or have left for the day. this is a never ending cycle with Dell.

i will NEVER EVER in my entire life that is left on this earth will i buy something from DELL. They have just lost a customer.

Jim of Gulfport, , MS August 11, 2009

[Their] lolipop ad is the most irratating I ave ever heard. The only thing it did for me i convince me not to buy Dell.

Andrew of Columbia, SC August 10, 2009

I tried to install a firmware upgrade, R152145,and now my printer wont turn on. If I plug it in to the wall, the power button just flashes every three or four seconds and it makes a quick dit dit sound each time it flashes. nothing on the display, win Vista Dell PC won't communicate with it. Drivers wont install, and wont let me reinstall firmware.

I have tried everything in the Dell forum webaite and nothing fixes it. According to others with the same printer. They have the same problem. One person finally got another printer. But Dell is not cooperating. Printer is useless and Dell is not owning up to it's fault

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