Complain about a product or service

Dell Customer Service

Hamza of New York, NY August 9, 2009

We are USA permanent residents, my company is at New Jersey but I work overseas, my son works in an American company at Alexandria - Egypt, so we go and return from and to USA permanently . My daughter Marwa recently got plane phobia during one of our trips due to strong plane disturbance since about 4 years, she gets panic just while the take off of the plane and never exceeded five minutes if not less.

Starting our trip on July 11th, 2009, my daughter got her panic. We tried to explain to the crew that this was normal to us and that this always happens to her just for minutes during take off, but, and for the first time since years the captain of the plane insisted that she leaves the plane although they called the airport quarantine doctor and he stated that her case was normal and that she is in a very good condition and she can continue her trip on his own responsibility.

A report from Cairo airport quarantine doctor was written and the case was documented. A copy of this report was sent to Delta Cairo Airport office. Her trip was cancelled and we had to leave the plane and back to Alexandria where we live. This case was published at the main newspapers in the Middle East (Al Ahram) and (Al Akhbar). Since we left the plane we were trying to reach another reservation with connection with Delta office at Cairo airport and other offices all around Cairo (Egypt) but non helped and their offers was non reasonable, including 7 hours of transit on leaving and 14 hours of transit on return although our original trip was non stop. Searching on Delta web site we found plenty of options available. At Delta office they said they booked the trip to us 4 tickets and emailed me the itinerary including the seats assigned. We reached Cairo airport before our flight by 3 hours as recommended, but when checking in at Air France they stated that our tickets are not on the monitor and we can not take them, and they asked me to call Delta call center (International) to solve the problem with them. I made several international calls for about two hours trying to fix this problem.

Finally Delta call center said we have to be charged for the difference in ticket prices due to booking at high season although this was not our mistake to book at high season and my original booking was since June because I can't pay all this cost for tickets. Time was running and Air France stated that the counter will be closed in minutes so I was forced to pay the difference in cost to be able to get our tickets since I had some business appointments at my company at NJ which I rescheduled due to our delay from my first trip. After 3 hours of trials and negotiations we got the tickets but I was charged extra cost US 737.34 per ticket this means a total of US 2949.36 for 4 tickets, which exceeded the cost of our original tickets, and this is to be added to the original cost I already paid for my tickets which was US 698.48 per ticket with a total of US 2793.92 and this means that the final total cost for 4 tickets is US 5743.28

This delay made great disturbance in my business schedules, my vacation arrangements, my son's business and vacation arrangements, hotel reservation, a doctor appointment to my wife, everything had to be rescheduled with great disturbance in our life, and instead of getting apology and compensation here comes the great loss of money which I was forced to be charged to be able to go on with my trip although I was booking my original tickets since June to avoid this high rates at high season.

As I arrived to New Jersey I called Delta and explained what happened to me and my family at both trips, they asked me to send them a fax complaining for what happened and attaching copies of the quarantine reports and a copy of the publishing at Al Ahram newspaper and I did send them all the required details by fax.

I want to solve this problem to get back my money, my rights and a reasonable compensation too.

Katherine of Mechanicsburg, PA August 9, 2009

I ordered a laptop in passion purple and without notice they changed my laptop to plum purple. I contacted customer service via telephone twice about it and they hung up on me! Then I sent an e-mail to them and they told me it was too late and they could not do anything and if I wanted a different color I would have to wait until my plum purple laptop came and send it back and order a passion purple laptop. I do NOT have time for this I'm about to leave for college!

Customer service was rude and unhelpful and they wouldn't let me speak to anyone with any power they just kept reconnecting me to another representative that was equally unhelpful. I will NEVER order from Dell again, their customer service is rude and does not care at all about the customers. If you want to buy a Dell, go to a store and buy one DO NOT BUY IT ONLINE.

Michael of Honolulu, HI August 8, 2009

On 6/15/09 I ordered a computer with printer and was told the computer would arrive on 6/30/09 and printer on 7/1/09.The computer arrived a week late but was fine,then I was told the printer would arrive on 7/10,then 7/20,then 7/28,then 7/30. Around 8/4 I receive a phone call by a computer asking me if I still wanted the printer if so press -1- on my phone which I did and a new delivery date of 8/7 was given but no printer arrives so I call Dell and they tell me my order has been canceled and if I want I need to reorder, all this time they have had hold of my money through my debit card.

Needless to say I did not reorder and will never purchase anything from them again. They were wonderful to me when placing my order but failed me miserably after that. The main reason for buying the printer is because I live and work at a church and write a weekly article in the church bulletin so after writing it on the computer I could just print it. For now anyway its pen and pad.

Gail of Houston, TX August 8, 2009

I ordered a computer on 7/19 with a promised deliver of 8/3. Dell delayed the order twice. I was in the process of moving out of state and the latest delivery date was past our departure date. (Delivery is currently 8/20 nearly 3 weeks after original promise date). I called customer service after the first delay and asked if they could change the delivery address to my new address. I was told no. I then received notice of the second delay.

I again called and asked if I could change the address or cancel the order since it was in production. Again, I was told neither option was available to me. I asked to speak to a manager. I received a call from Abby, but was again told there was nothing I could do. I asked for the home office or another manager that I could issue a written complaint to. I was told they did not give out this information to customers. I was told that customer service was the only office within Dell I could speak to and they were not willing to help me. Not sure how this will be resolved, but if someone could please provide a mailing address to a Unresolved complaint division in Austin, I would greatly appreciate the assistance. Time is urgent.

john of chicago, IL August 7, 2009

i ordered a sony digital camcorder chatting online with a dell sales rep. after answering all my ?'s about the recorder i decided the price was ok but asked for a better deal. the sales rep said he would give me a FREE carrying case. well got the recorder ok but of course no carrying case. after a couple phone calls to customer service, they all said its not on the order list and can't help me.

so live and learn get the FREE stuff in writing. oh one more comment, i guess it's ok for dell employees to lie to LOYAL customers to make a sale. Is this good business practice? BYE BYE DELL

Dennis of Salisbury, MD August 7, 2009

I placed an order for a camera through Dell. The sales representative assured me the camera was in stock and that I was guarenteed delivery on August 8, 2009. The email confirmation said I would not have delivery until 8/19/09. When I called to inquire they ran me around on the phone for 45 minutes and then hung up on me with out any results. Then when I called back it took me another 28 minutes to cancel the order. The sales representative lied and then know one wanted help. I was transfered 15 times and still am unable to speak with any one in customer service to place a formal complaint.

kathleen of marlton, NJ August 7, 2009

Placed an online order with Dell, received a delay message one week later, then every week for several weeks, I called on many occasions, and was told it was definitely going to ship and that I would have it by August 3rd.. I have been hung up on many occasions, transfered to no mans land. They cancelled my order and didnt notify me, cancelled do to demand of the product after 2 months, starting emailing Michael Dell, who they claim they go to his private email. Which they dont, I am trying to get them to honor the deal that I got with my original order they cancelled.. I am very unhappy, thought they worked a deal with me last night to make good for all the issues. They were going to call me back, never got that call

Rajani of Seattle, WA August 7, 2009

I ordered a Dell Laptop at the end of June 2009. After I ordered the computer I realized that I did not need two extra items that I had added to the order. A router and a copy of Microsoft Office Home and Student 2007. I called customer service on 6-28-2009 and informed them that I did not need those 2 items. They said I would need to cancel my whole order to be able not to send those 2 items. They said that I could return it once received it. I tried to do so, but dell would not take it back.

The dell argument was that I was not in the given time limit of 21 days from the date of invoice. However the problem is I didn't receive the product the date(7/8/09) of the invoice but I didn't receive the product until 6 days after(7/16/09). And actually I was out of town and didn't actually get the package until after the 7/22/09. The 21 days should start from the date received however they date it from when they send it which cuts into return time. I called dell essentially 4 days out side the return time frame. they would not do anything to help. The customer service was located in India at a call center where the same thing was relayed like a broke record that they could not do anything for me.

Normally you can contest items purchased through your credit card company however I made the mistake of not using my credit and using the Dell Financing plan who will not go to bat for me. The truth I tried to return it a head of time they would not even consider that. I spoke to everyone they would not let me speak to anyone with any really authority.....the broken record we can do nothing for you please understand.

I am sure that they could do something but they did not want to try. I am for two items that I tried to return from the start. It is not a large sum but it is the principle of the matter. Dell says that they have the best customer service and that they provide their customer with excellent customer service but they don't. I spent 2 two talking to them cutting into my work time. Also while speaking to the last manager,he actually hung up on me, because he did not want to discuss my issue any further. What kind of service is that. They are rude and made me cry. I will NEVER BUY A COMPUTER FROM DELL AGAIN.

DORA of HOUSTON, TX August 6, 2009

I order the Mini Dell on 7/24/09 and called on 7/26, 7/27 & 7/28 to cancel the order because it was not going to get in time for my granddaughter bday on 8/2/09. They told me I could return it when I got it. All this time I try to cancel the order it was in prodution it was not even shipped out. When I got the mini dell they told me there was a restocking fee.

I feel like I should not have to pay the re stocking fee because I try to cancel the order before it went out and they would not accept my cancellation. These people were not friendly at all and they were not US citizen either.

Megan of FRESH MEADOWS, NY August 5, 2009

I placed an order with Dell on 7/14/2009 for a Inspiron 14 laptop. The expected delivery date was 8/3/09. The date was then pushed back to 8/17/09. After complaining to a representative, the shipment date was moved to 8/10/09. On 8/4/2009 the shipment date was then extended to 8/20/2009. The service that I have received from Dell is absolutely unacceptable. There is no reason why I should have to wait over a month to receive my order. When asked why the order is taking so long, a representative told me that my order was timed out while being in que, therefore they had to resubmit my order all over again.

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