Complain about a product or service

Dell Tech Support

Alfred of San Diego, CA July 2, 2009

I ordered an M17X to be delivered in a month , but I could cancel in 7 days as Wesley Brown told me. I received a brand new replacement machine from Amazon at NO charge and was flabergasted. So I called back Dell 3 days after the order was placed, and that I didn't need their machine. The refunds mgr. said I COULDN'T cancel. We went round and round and he refused to acknowlege Dell's policy.

I told him I would be calling my credit card company and would have them refuse to pay them. He just ignored me, and I told him I just might file a civil court case agains him and Dell. That perked up his hearing. I told him 4 times that I was going to call my credit card company, which I did. I was on the phone 40 minutes. I was transfered to 5 different depts before I got the refunds dept. A total waste of time talking with those people. I will never do business with Dell again!

Joanne of Trophy Club, TX June 10, 2009

I purchased a DELL XPS1 all in one computer a couple of months ago, and it has never worked properly. When I called DELL. I was transferred to every department at least a couple of times. I spent 3 weeks trying to deal with DELL, and no one would give me an RMA number. I then called DELL ON CALL and spoke to a Cheten who refused to give me his last name and extension. At first he told me that I had to buy a warranty to cover the software. After they sell you a computer, they don't care about you.

I told him that if he could repair it, I would buy the one-time warranty. He told me it was a virus and I told him that Norton was installed before I used the computer. He then hooked my computer up to his from their headquarters and tried to repair my computer. He then tried to sell me the warranty again. He took my phone number in case we were disconnected, but then he hung up on me and never called me back.

After DELL sells you a computer, all they want to do is sell you a warranty. Cheten told me that it is too expensive to send a technician out. If you send your computer back without an RMA number, they will keep it. I think that my computer may have been one that was returned. I am very upset with DELL - so I asked my husband to try to deal with them and he got the same treatment.

mary of racine, WI June 28, 2009

i bought a dell computer in feb and if i would have kept count i bet i called them at least 15 timesin 2-3- months. then the techs are in india and you cant understand them. there was something wrong everytime i turned this computer on. i thought i was through with them now now part of my desk top disappeared and i ant get it back. now i will have to talk to 3 more people cause every problem is not their problem and they switch you to some one else. very very disgusting. and they dont take any questions about your software. they charge from 69 dollars to over a hundred to give you an answer. never again

mary of racine, WI June 28, 2009

i bought a dell computer in feb and if i would have kept count i bet i called them at least 15 timesin 2-3- months. then the techs are in india and you cant understand them. there was something wrong everytime i turned this computer on. i thought i was through with them now now part of my desk top disappeared and i ant get it back. now i will have to talk to 3 more people cause every problem is not their problem and they switch you to some one else. very very disgusting. and they dont take any questions about your software. they charge from 69 dollars to over a hundred to give you an answer. never again

Michael of Green Bay, WI June 17, 2009

I had many months of my Dell crashing. Techs told me it was the hard drive, Dell said no it was not. Dell sent out their tech, and replaced the mother board and other components. This all took place during my extended warranty. Now that the warranty is up, the computer has crashed again. The technicians tell me it is the mother board. I ordered a new mother board from Dell and paid for a Dell service tech to install - however they will not install it Dell will not cover the faulty mother board. For the last 8 months my out of pocket expenses have exceeded 600. This company is a joke - service even with a warranty is non-existent. I have made numerous phone calls. I have spent hours on the phone being transferred from one agent to another.

Fred of La Quinta, CA June 27, 2009

My wife ordered a Netbook Mini from QVC by Dell. She recieved it and plug it in to charge over night. Turned it on the next morning and proceeded to get on line with a wireless router we have in the home. We have two other computers that use this router with no problems. The netbook would not connect. We called Dell and after two techs and two hours the techs were unable to help us and said it was a router problem. I asked to speak to Dell customer service but of course the line disconnected.

Ralph of Orlando, FL June 20, 2009

Bought Dell Studio 13 top of the line computer. Needed surgery where I am going to be in the hospital for weeks, wanted omething nice while I recovered. Called Dell sales, they could not get me a machine for ~14 days, recommeded refurbished machine. Went online, bought machine, 2nd day air. 4 days later it arrived. It appeared new, came with full warranty (if thats what they call it.)

1st problem: HDMI did not work, called dell - agter a 1/2 hour he "fixed" it, but told me that many of the drivers we out of date ((Wait: they just refurbished it, how can that be???) Spent 2 hrs updating the drivers. Day 2, noticed wireless was connecting at less than 56MBS, yet I bought wirekless "N", highest grade card. Had it side by side with my Dell work computer which connected at 130mbs, yet had "technician" first tell me it was the router.

In the meantime, this thing is so hot, I cannot keep it on my lap. Called Dell, more BIOS and Driver updates. Still would not connect properly via wireless. I finally ask for a supervisor - first thing he says - you bought a used machine - WAIT A MINUTE, right on their web page it says it was fully refurbished system, comes with full factory warranty just like new. After turning off a 1/3 dozen devices (including Bluetoooth (why I done know), they say they will send a new wireless card.

First I ask - how do I replace, book says do not open the machine - voids warranty. I then ask if it is "user replaceable" he doen't know, but he will send card anyway. I tell them I am in hospital Tuesday Morning, just ship me a new machine. If I could replace a wireless card, I don't think I want to do it in a hospital!! (even if I knew how) He then tells me call customer service, they open 10 am Monday. So, no I have 10 days in the hospital starting tuesday, which was the ONLY reason I bought it and spent almost 1500 - Gee Dell, thanks! I spent the extra money (cound have got a cheap laptop for 1/2 that) but I wanted the best for once considering my surgery

Gretcchen of Winter Haven, FL June 24, 2009

I'm going to make this short. I read several of the other complaints and we all seem to have the same thing in common. Dell's Customer Support. No matter what the problem might be , their tech support is unprofessional, rude, aggressive, untrained, irresponsible, unaccountable, mean, and false. I have been a loyal supporter of Dell since 2000. I have purchased many Dell computers for myself, family, and Universities. After my first and only encounter with Dell's tech support, I will never buy from them again.

My issue, the DVD burner will only burn with Roxio, but no other software, like Final Cut, Premier, Sound Forge, Avid, and the list goes on. However, it use to up until 3 day ago. Hmmm sounds like a faulty DVD Burner right? Tech support tried to tell me that it was the 8 pieces of software that were the problem and not the burner, since it still worked with Roxio only. I have a 3 year warranty and wanted tech support to come to the house and replace the DVD burner- Absolutely NOT! My fault, not theirs, and was yelled at when I wanted to speak to a manager about the issue. Let's not forget about wanting to charge me over 200 dollars for help that I did not need-

So, you know the answer, no resolution, no replacement, it's my entire fault, and not the DVD burner. PLEEEEASE! Let's stop this Dell nonsense, and buy elsewhere- I am, and I'm done :) BTW- I just tried to burn with Roxio- and guess what? It won’t burn now either, hmmmmm should I call back or should I not?

Robert of Petaluma, CA June 25, 2009

My Dell desktop computer is under warranty; unable to connect to Internet. My ISP confirmed their system is OK, phone call to Dell phone support confirmed not having DSL problem. Tech (India?) tried numerous fixes (1 1/4 hours); he finally just hung up the phone. I talked to a second tech; also unable to get computer to talk to Internet. Finally spoke to supervisor who apologized; also unable to fix problem. My request for on-site technician was denied, advising only supply phone support is available. Have taken my in-warranty computer to a local computer service facility.

Kesheena of Marietta, GA June 19, 2009

I contacted dell to trouble shoot my computer. When I was informed that they could trouble shoot but would have to erase my hard drive and I would lose everything I advised them that I did not want this service and would like to be refunded my money back as there was nothing that they could do dell then informed me that they would refund my money within 30 days when I called back they said their tech had done all that could be done and they stated that they restored my computer in the notes and I will not be getting my money back. They stated that they did their own investigation and will do nothing further on this case. I asked to be transferred to someone else and I was informed that no one can help me I will not get my money back. I just want the refund on this case for the service that I did not receive.

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