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Juan of Plantation, FL February 20, 2008
I bought a All-in-One printer from Dell because I needed a wireless unit. I received the printer in September 2007, and I started to have troubles immediately. I contacted Tech Support, and since that date I have been unable to make this unit work wireless. They replace the printer, then the wireless card is still not working. I want to return the unit, but they refuse it saying that the unit has been sold more than 21 days--even when the second printer I received was just 2 week ago. It is still not working, but they are not receiving it back. They just want me to continue calling tech support for it. What I can do?
I have to connect ad old printer to work with. My wife is finishing her masters, and we need the unit working properly. In the meantime, I am still paying for a printer that does not work. Richard of Goleta, CA February 20, 2008
I ordered a Dell XPS 420 quad computer with some Dell A525 speakers ( 40.00 upgrade) I received the computer in 8 days. Everything seemed to work fine until I played some music. The sound was very tinty (no Bass). The reason I upgraded was for a sub-woofer to produce bass. I called technical assistance. He was very helpful and rechecked all my settings--no change. He even listened through my phone and agreed the sound was not good. He did send me a replacement set of speakers, but they sounded exactly the same. We decided it must be in the design of the speakers. I got an RMA number and returned both sets of speaker and was told I would only get reimbursed for 35.65 + tax. They told me on my invoice it stated that is what I paid. I asked for a copy of the invoice showing that is what I paid, and now they respond they don't have an itemized list they can send me. How do I know what it says? Now they tell me it is a bundle price. I then asked them why the Web Site states if I upgrade to the Dell A525 speakers it would cost 40.00 to upgrade. If I check this box, then the Web Site gives me a choice to not order any speakers and deduct 50.00. I would then assume that these speakers must be worth 50.00. Sounds like false advertising to me. I talked to 3 different managers, and all of them stated the same thing--your invoice says you paid 35.65 as a bundle price, yet I paid exactly what the Web Site stated when I ordered the Computer.
Dell's customer service is not customer oriented. They can only respond the way their paperwork tells them to whether they think it is right or wrong. They would rather lose customers than take care of them. They lost me as a customer and anyone else I can persuade to not purchase their products.
Maureen of Poughquag, NY February 17, 2008
In November of 2007 I ordered a laptop on line thinking I would receive it by Christmas. When I didn't, I canceled it in late December. The rep assured me I would not be charged.
I received a bill in January, called the customer care number and again they assured me it was taken care of. On Febuary 7, I received a call from Dell financial about payment. The rep was extremely nasty. I tried to explain that I never received the computer but he did not want to hear it. I spoke with a supervisor who told me I had to call customer care to get a case number. 3 hours with 2 cell phones going at the same time, I finally had a case number and Dell financial told me I would not receive anymore calls.
Now Febuary 17 and again Dell finacial has been calling. The rep said he saw no notes and I would have to start over like I had done on Febuary 7th. Rosemary of Orlando, FL February 15, 2008
On 1/31/08 I ordered an ink cartridge for my printer. It was sent to my son's home in TN. I called Dell to let them know of their error, and they sent DHL there to pick it up and was supposed to forwarded it to me. That did not occur! Over 2 weeks later I still do not have my ink cartridge that my credit card has been charged for on 2/1/08. I have not been able to use my printer obviously because of not having ink. I am a student, so I really need my printer to be working. My son in TN was the one who bought me the pc as a gift, and apparently that is why it got sent to his house, even though I gave them my address where it needed to be sent. Still they bungled everything! I have called several times to customer service, and they say they are going to do this and that--and nothing has been done about me receiving the ink cartridge I paid for! This is why I am complaining and would like results as soon as possible, please!
Most unfortunately I lost the reference number I was given when I placed my order, but I kept supplying them with my service tag number. Customer service could not even find where I even ordered the cartridge; it's like it doesn't even exist--very strange! I am wondering now if maybe their customer service people got angry every time I called about my cartridge and deliberately erased my order info.
i have not been able to print my paperwork for college courses i am taking. a big delemma. i have to go to other places and pay to get my papers printed. please respond to me asap thank you. rosemary rivera ps when you look up the kind of pc i have, you will see the type of printer i have and the cartridge i need. the cartridge was picked up at my son's home in tn last fri by dhl, and no one knows where it ended up!!! Mark of Orange, TX February 8, 2008
My wife bought a Dell Inspiron 1720 in April 2007. It arrived in three days, but it was not the laptop she had ordered, had none of the features she ordered, and would not run. She returned it for credit. When she tried to order a replacement, Dell told her she did not have enough open credit to pay for what she had ordered only a week or so before.
At the end of May she finally got this fixed and ordered a replacement. It was supposed to ship in a few days, but it did not arrive until late September. She made dozens of calls to see why the delay and was always told it would ship in another three days or so. When it finaly arrived it still did not have a web cam as ordered. We have had nothing but problems with this lap top. It runs VERY SLOWLY, sometimes it won't start, and has problems seeing its Dell Printer. I have spent many long nights on the phone with Dell's poorly named customer support in India trying to solve these issues. Every time I think the lap top is fixed, it fails again. When we bought this we paid for a warranty that would cover having a tech come to our house to fix it. Tonight we tried to get Dell to honor this arrangement and they told us that the warranty would only cover hardware and they were convinced that all our problems had to be software related. Seems like their warranty covers everything except what is actually wrong with your computer. We bought a Dell desk top computer in September 2005 and had to replace the hard drive in less than a month. Neither the desk top, nor either of the laptops came with any operating system software. We'll never buy another Dell computer again.
We've sunk over a thousand dollars into a computer that does not work and apparently will not be fixed under warranty. Phyllis of Raleigh, NC February 1, 2008
I purchased a Dell laptop for my son who is a full-time student in college. When the screen went out on the monitor, I called Dell and talked with a tech who tried to help me. He could not help so he told me I would have to ship it in. He told me he was going to send a box and DHL would deliver it. It has been two weeks, and I still have not gotten the box. I have called and the company keeps saying they will send the box, but no box.
I have received countless emails from this company, but no action. John of Elk Grove, CA January 31, 2008
I purchased a Dell Inspiron Laptop 1720 in Dec. '07. I received it on time; all was good. After a short period of time the system would crash. Using Dell's on-line chat and Assist features, I worked with technical service to remedy the problem. After a few days of continued problems it was noted that I would have to reformat the drive to factory settings. Agreeing to do so (at a time loss to myself), it was stated that this would cure the problem. After doing this the problem repeated. Going through Customer Service, they agreed to replace the unit. I was very concerned that the 21-day return policy would expire and was advised that the 21-day return would recommence once the new unit arrived. Seemed fair and reasonable.
The replacement unit arrived, and now about two weeks into it a similar problem has occurred. I solicited a return policy on this unit and was advised that there would be no credit return. The Customer Service Rep. was not successful in getting any Manager to take the call. This was frustrating and unbelievable -- she was not able to do anything but tell me to talk to Technical Services. Will never purchase a Dell product again.
Deborah of Staten Island, NY January 30, 2008
Customer service calls are dropped. I have a replacement warranty, and I am being offered a refurbished replacement. I have had 5 service calls since July of 2007; the pc is still not working. This is ridiculous. I cannot find a single person to help me within Dell.
I am forced to waste time at work on hold then being hung up on--then having to call back. I have to take days off of work for a technician to come out and fiddle with the pc, and it still doesn't work. I am losing time, money and my hair from the sheer stress. Thomas of Monroe, MI January 30, 2008
I placed order on 01/23; it was to ship 01/25 and deliver 01/28. Order did not ship, and order was canceled on 01/28. I called on 01/28 and was told order was resubmitted, and I would not be charged for next day delivery. Then item was not in stock and was 3 weeks out. I called and spoke to Rose, and she replaced order with regular Z22 hand-held instead of Z22 Suduko special edition, which was in stock; and she was to send me 2 cases for no charge because the other came with 2 free cases. On 01/30, order was not placed, and no one knew anything about my order or what Rose had told me. (She had assured me that it was all noted, and there would be no problem this time.) I called several more times, still no help, total mix up. Placed on hold to talk to supervisor for 10 minutes, then disconnected. I cannot tell you how upset I am with Dell! I want a hand-held ASAP, as I need it for my line of work! At this point, I want a better model, and I want it shipped today!
I have called for three days, several times a day. I have lost work and money. I have spent a lot of money with Dell, and my business partner has as well. I am actually sick over this today and will have to leave work early. I may not even make it into work tomorrow. Dr. of Los Angeles, CA January 30, 2008
I ordered in June 2007 a Dell Inspiron for my veteran, 87-year old dad who lives in rural New Mexico. I arrived there in July hoping to install the computer that month. Nada. I began calling Dell around July 10th only to learn that the computer was being made. In mid-July, they eventually sent out a computer hard drive/tower but failed to inform me that they had done so. One tower was returned, they said, for failure in the address listed for the package (and they insisted on using DHL to deliver which of course does not deliver to that rural area of NM!). Finally, in September, a true tower arrived at my dad's and sat in its box until I had my next break this January and was able to get from CA to NM to install the computer. It gets much worse. To this date, with their finally having shipped all the relevant and ordered computer parts to my dad's address, I have no clear statement from Dell of the exact charges for anything; they cannot tell me how much the wireless keyboard and mouse cost exactly; they will not tell me, despite my writing several emails, speaking to several people, what any piece of the order cost; they round off all the numbers.
And the best part is that they sent a computer whose hard drive was just loose inside the tower; I spent more valuable hours getting them to help me figure out what was wrong, why no boot device could be found when I finally set up the computer recently during my next visit to my poor dad's farmhouse. The upshot: I have spoken to well over 47 Dell techs, reps., credit card/account specialists; all keep saying I do apologize. I yell at them to stop the fake sympathy and give me some action. Phone calls are repeatedly disconnected, and all claim they will call me back.They never do. I learned from one that they in fact have no call out privileges.
Worse than this, Dell sent a computer with Windows Vista which I specifically did not want, and my order was for a Dell with Windows XP installed; the router I purchased does not work with Vista and it is now six months later so I cannot return the useless router. My dad is now approaching 88 and is still without a useful computer. The hard drive is unsecured, without screws inside the tower. The only available internet does not work with the improper software--unrequested software at that. I have to incur more expense to get Windows XP installed. I am a five-time Dell purchaser; until recently, my university was a Dell consumer. I am a university professor, and I am a regular purchaser of electronics. This is easily the worst experience I have ever had with any appliance or electronic device. If I do not get some specific action as I have requested in numerous email letters (acknowledged and received by Dell with a case number assigned to each), I am hoping to complain to the CA Attorney General and hope that a class action lawsuit can get this company to stop its phone customer service and create a real complaints division whose only job is to follow through on its warranties. I purchased the 3-year warranty, but what do you think my chances are of getting someone out to my dad's home to look over the entire, miserable computer system?
The damages are inestimable; physical and emotional and financial for me (over 75 hours on the problems named above and the phone time, logs retained of every conversation), let alone what this is doing to my dad who just wanted access to media and newspapers. I paid 1500+ for the computer/printer/monitor; I have logged in many, many hours attempting to reconcile the problems with Dell. They are incompetent, take me through many steps, and then claim that they cannot stay on the phone any longer. Truly, they are a hateful company preying on unsuspecting customers. Yes, I agree with those who say go for an Apple. My primary concern is whether my deaf, aging, veteran father will ever be able to sit at his desk and view the news from several sources. Such a simple thing. Such a horrible experience! I aim to urge my students who have had their share of Dell laptop problems and all consumer affairs offices to please put out the word that if you end up with a problematic Dell, you will feel as if you are indeed in hell!
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