Complain about a product or service

Dell Tech Support

K. of Midland, VA August 21, 2009

I purchased a Dell Optiplex SX-280 desktop computer online in May, 2009. We started out with a pre-installed MS XP Professional which crashed for no reason at all. After calling Dell and nothing helped, and then microsoft and got no help, we then went out and bought a brand new XP Professional software disc set and had to do a fresh re-install. The result of this fresh re-install was that I lost my software for my business, which is a home-based transcription service linked through a VPN to a server. I had to go and get the software loaded back into my computer and that time I was lucky, I did not have to pay for it. Two days ago, my computer's automatic updates downloaded MS XP Professional SP3. I was working at the time and nothing seemed amiss. The download came in and then I finished working and shut off my computer for the night. I attempted to turn it on tonight (08-20-09) to work and it would not even go to safe mode.

We called Dell, who attempted to walk us through a repair and it did not work. They then wanted us to pay for further repair instructions. We opted to call Microsoft, since they recommend the automatic updates and then send the updates for my computer and their update to SP3 is what messed up my computer to start with. They would not help us without a fee paid. They tried to tell us it was Dell's fault. They tried to tell us it was that my computer was out of warrantee. They did not heed the fact that my computer worked just fine for two months with the new XP UNTIL their SP3 came into it and crashed it.

My husband asked the woman on the phone to speak to a manager and she hung up on him. They should be held accountable for this, for now, I have no software to work, I have lost pay from not working and I ALSO have to pay an IT person to come out and re-install all the software I need to do my job again, if the company allows me back onto the server after this problem. One more thing - why does Microsoft recommend turning on automatic updates for protection but then when we called them for assistance, they recommended that we keep automatic updates turned off? How can this go on? I am not stupid, I know some about computers since I use one for a living. Who knows if they have sent a virus to my computer just to make me pay to get it fixed?

Ron of Sanford, NC August 20, 2009

My granddaughter's Dell Dimension 3000 computer died: The screen was blank and I couldn't get the power button to work. I did notice that there was a green LED on the motherboard that was lighted, so all hope was not lost,-- that is until I chatted with a Dell technical rep. I told the rep that the computer would not power on. During the cold boot sequence, there was a click (like a relay) and the fan did not come on. I requested troubleshooting steps that would allow me to isolate the problem.

His steps: Remove the small boards and memory, then turn the computer on. This time the computer came on, the fan spun, and the green "power on" LED lighted. There was a series of lower pitched tones indicating no memory had been installed. When I reported the results, he stated that the mother board, the IO board, and the power supply would have to be replaced and suggested that I buy a new computer since the cost of replacing those components would be 80-90% of the cost of a new computer.

I felt that the problem was with the fan or the power supply, so I pressed him for additional details: Nothing of substance was forthcoming. I then asked for power supply specs so that I could verify output voltages. He supplied a link to the user manual. It did not even contain the technical specs! Ridiculous! I asked the rep about replacing the fan. He said that the fan could not be replaced separately from the power supply. Hogwash!

Anyway, I ordered a 20 fan (which Dell quoted at 70), installed it, and everything is fine. I have never received so much bad advice from one source at one time and will not buy again from Dell.

DARRELL of troy, MI August 19, 2009

I purchased a Dell laptop apporx. 4 months ago and have had issues with it from day 1. I have spent alot of time on the phone with tech support and they have even sent out new parts that has not fixed the problem. The computer is warrented for 1 year. Since they have not fixed the issue I have requested that they replace the computer and the refuse. I have asked for the phone number to Dell Consumer Affairs and the people from tech support will not give it to me. I have also looked everywhere online and cannot find the number.

Howard of Henderson, TN August 19, 2009

Purchased Dell computer 08/03/07. Warranty good to 2010. They sent everything Dell plus Samsung monitor (I requested Dell!)5/08 monitor won't work. Dell not honoring warranty. I have many scanned documents to share with you as proof. Please provide email so I can forward scanned documents. We had to purchase another monitor from Wal-Mart because Dell drags their feet. This case involves an 82-y/o man on a fixed income.

Femide of Paramus, NJ August 18, 2009

I purchased an XPS M1210 with a 4 year warrenty. Within 3 months experienced issues. Since February 2008 we cannot get it working properly. Dell had us buy software, hardware, reformat, replace every part, sent out technicians sent in the laptop and still nothing. They finally sent a replacement laptop in August 2009 - and IT DOES NOT WORK at all. it would not even turn on.

Mario of Valley Stream, NY August 16, 2009

Since purchasing my lap top eight months ago (December/2008) I have had to have it serviced 6 times. It has had multiple problems prohibiting me to use it. Do to the need for multiple repairs, twice being sent to Texas for repair, my daughters studies have been challenged. She needs computer and internet service to meet the requirements of her education

cindy of bullard, TX August 14, 2009

I have had 2 bad experiences with Dell Suppport. The first time being about 6 months ago when I called to get help with our printer. It just suddenly stopped working and I didn't have my disc that came with it. the lady I spoke to was very hard to understand but said something was corrupt and she would sent me a disk to allow me to re connect my printer free of charge; I never received the disk! Next attempt to aquire some sort of help was a couple of weeks ago there were pop-ups saying our system was infected with several viruses. I called and talked to a guy in India that I tried very hard to understand (I know this because the second and third times I called after that they told me I had talked to someone in India! shows just how much Dell doesn't care about their customers! if I'm calling from Texas, give me someone from Texas to help me!) Was on the phone with him just short of 3 hours. during that time we purchased a memory chip for 60; anti-virus protection for 80; and to remove the virus 130. He told me we would receive the memory chip and CD for anti virus in 2-3 days and that he would call me back within that time and instruct me how to install it. Never heard from him again! never received the memory chip or CD, not a word!

But you can bet we were charged for it. and when my husband called dell support to ask someone to check this out for us, he was transferred 9 times to different people before he just finally hung up!! my husband quoted our service tag # and our problem to 9 different people who didn't care and then they would transfer him. absolutely ridiculous! We called our credit card company and told them what happened.

I know Dell couldn't care less but we are about to purchase a new computer and we wouldn't buy another Dell if they were giving them away!

Carol of Southlake, TX August 14, 2009

My computer came with a bad hard drive. It was replaced within a week. Eight months later the hard drive and mother board has gone out. They sent 2 repairmen on 2 differant days to replace the hard drive and mother. Meaning they replaced those parts two more times and the computer still will not work. Dell said they would send out a new computer in 3-5 days.

10 days later I called to find out wher my computer was and was told by India that Dell had not even started on our computer. I was informed that it would be anpther 10 to 14 days before I would receive the computer. I explained to India that my business was shut down and his responce was "what do you want me to do about it?" Caution! DO NOT BUY DELL, Their customer service is horrible. They just don't care.

donald of sherwood, AR August 14, 2009

dell tech. told me my hard drive had crashed, which in fact it had not crashed. I bought a hard drive from dell ,on the advice of dell tech, I also bought a warranty on the installion of the hard drive. dell will not refund any mmoney on the hard drive {49.00} also the {49.00} for the tech. support to help me install the hard drive.

Here is the real kicker, I have tried to get a refund on the hard drive and the {49.00} for teck. support, which i did not use. I have been trasfered from one dell person to another on the phone {14} times. I get the same run-around from all dell people. I am not the only person to have this problem with Dell. Sure hope you can help me.

Susan of New York, NY August 14, 2009

Overall I am very unhappy with my most recent Dell Experience. I received my new computer on July 17, On Aug 7, I called tech support because the computer would no longer turn on. The tech was extremely difficult to understand, did not explain himself well and did not exhibit very good listening skills. He also told me several times that since my product was within the 21 day period I could return for a refund and purchase a new product.

After trying to explain to him that the cable he was telling me to look for was not in my machine I asked if I could speak to a native English speaking tech. He told me that would cost more money. This is the most ridiculous thing I have ever heard of. If a company hires techs that can't communicate and are just reading from a manual and haven't ever opened a machine themselves and they don't listen to you when you tell them your machine does not match what they are saying then I should not have to pay money to speak to a tech who can communicate more clearly and understand what I am saying. Finally in frustration I asked to speak to customer service in order to return my computer.

Rather than sending me to customer service the tech routed my call to another 1st level technician. Infuriating! At that point I called back myself and spoke to customer care, only to be told that my product was not within the 21 day period. Why then did the tech mention this as an option several times? After going around with this woman I asked to speak to her manager. She told me that he would say the same thing but I asked to speak to him anyway. After trying to tell me that my product was not within 21 days from invoice- which it could not have been since I did not get it until almost 4 weeks after I ordered it - he finally agreed to issue a return receipt.

My biggest complaint is why did I have to go through all of that. Why couldn't the tech have offered to have me send in my machine rather than continue to tell me to look for a cable that did not match his description. Why did the customer service person give me such a hard time when I had had my computer for only 3 weeks before it stopped working completely. Why did it take me turning into a lunatic and yelling before he would agree to take the return.

I would not have had to even ask for a return if the tech support would have been able to put me through to someone who could actually help me or offer to have me send in the machine for repair. I guess this is Dell's tactic. Be as unhelpful as possible and maybe people will just give up and buy another new machine from us.

At this point I have returned my machine and I am awaiting a refund which I'm hoping will not be delayed. I feel like the entire time I was on the phone with dell staff I was being given the runaround and treated badly. Based on the fact that I had a brand new machine I should not have encountered any of these difficulties with dell employees. They need to learn how to give better customer service.

I will no longer be purchasing through Dell and in fact many people come to me for recommendations on which types of computers to purchase. Going forward I will point them towards HP or Lenovo unless the quality of Dells customer service is considerably improved.

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