Complain about a product or service

Dell Tech Support

Robert of Las Vegas, NV August 13, 2009

I purchased a system for Dell. In the system components, the sound card Dell installed only has a single 2 channel output when it was advertised as being 5.1 surround audio. On July 29th, we received the system via FedEx. On July 30th, we hooked everything up only to discover what we were missing.

On July 31st at 7:26pm I contacted Dell and spoke with Lynn, Mary-el, Leslie, and Emmanuel. By the time I reached Emmanuel it was approx. 8:30-8:40pm. Each agent transfered me to someone else. At the end of my conversation with Emmanuel, I was guaranteed a return phone call on Monday, 8/3/09. I also gave him my cell number as a contact. I never received any communication whatsoever.

On 8/13/09, I contacted Dell once again. MY calls started at 8:26am. The first agent I spoke with was Aby. I shared that I had a complaint and needed the corporate telephone number. Aby informed me there was no number. Aby then transferred me to Rosalee (6127729). After talking with Rosalee and explaining the situation again, I asked her for a manager or a director. She transfered me to Barun in the resolution department. AFter explaining the situation in detail to Barun, he expressed that he was not technical and needed to transfer me to the technical department. At 9:04am, I was trasnferred to Ray (721683).

After explaining ONCE again, Ray placed me on hold to researth the account. When he returned to the line, Ray informed me that it appears someone tried to contact me, however, my telephone number was refusing 800 numbers. This is false as I receive 800 numbers. H also expressed that he was going to try and locate Emmanuel E. When Ray returned again, he shared that Emmanuel was on break and would return my call within the hour. At that time, we confirmed numbers again and also gave an alternate contact number. My call with Ray ended at 9:26am.

Products and/or services advertised was not delivered. Dell has received full payment for these products and/or services.

Patricia of citrus heights, CA August 13, 2009

In September of 2008, I bought a dell computer online for my daughter who was entering into her 3rd year at UC Davis. We built it online and it cost about 1300. A few months after we received it, it started to have issues. The camera stopped working and the calculator wasn't working. She installed Micosoft Word and could only access it from an open document. She spent endless hours on the phone trying to correct the problems. They would try to do one thing at a time instead of fixing the complete computer.

Keep in mind that there is a 1 year warranty on this computer. Each time she spoke to a "tech" in customer service, they were trying to sell her an extended warranty. Even though the warranty was still in affect. It is August 2009 and she is still battling Dell because when one technician tells her something, it happens to be the wrong information.

She needs a computer not only because she is in college but she is a design major. We thought by building one on the Dell website we could buy one suited for her major and it would be dependable. I paid 600 dollars for a Gateway for her first 3 years of college and that computer is still going strong. I can honestly say that no one in my family will every buy a Dell product again. We found the technicians to be uninformed and rude. In this economical climate, one would hope that any business would like to keep customers. I am quite disappointed in Dell. I think the management team at Dell should keep a closer eye on their product and stand behind the "lemons" of the bunch. Thank you.

Nadeen of Andover, CT August 12, 2009

Laptop had virus which prompted me to call Dell Support. I called on Sunday, August 9th and spoke with a service technician for over 3 hours. He proceeded to promise me that he would wipe off the viruses, save all my important documents and fix the issues at hand, for a mere 129.00 which he would charge to my account ONLY after the computer was fixed.

After 3 hours, he proceeded to tell me that I needed additional disks to complete the issue. He assured me that he would have those disks sent, that I would have them on Monday and that he would call me to assist me in completing the necessary procedures. I never received the disks or recceived a phone call.

I waited until Tuesday and placed another call to Dell support. I again explained the situation, spoke with 3 additional technical support persons, was put on hold for over a total of 40 minutes, and to make a long story short, never received assistance in fixing my computer. I was "disconnected" three times, with no one returning my call. I asked to speak with a manager to get the 129.00 taken off my account and was again put on hold. I waited for 25 minutes but noone returned to the phone.

The end result of my over 8 hours on the phone with Dell is that I have no working computer, my files and pictures, along with all my schoolwork has been erased and I am left with Dell telling me I owe them money for the calls. I also asked if someone could be sent to my house to assist me since 8 hours on the phone was long enough and was told that they would not accept my request.

Consequences are that I lost 3 days of work where I needed my computer, I am being charged money for a serive I did not receive, my phone bill is outrageous due to the time on the phone with them (mostly on hold) and I continue to not have a working laptop which is impeding all aspects of my work.

Jean of Chicago, IL August 11, 2009

I purchased a laptop in March 2009. Yesterday Joseph, Technical Support, assisted me in re-installing Vista. His manager Harpreet gave me his number to call if there were problems after installation; the extension was a bogus number. I tried yesterday and today and have been disconnected. I have problems. I purchased a 2 year warranty and cannot get anyone on the phone.

My calls have been disconnected 3 times today, and I've been connected 2x to a fax line. Very dissatisfied. The computer screen freezes. Pointer movees but cannot shut down or activate any screens. Computer is 4 months old. Very, very, poor customer service. Dell can sell product but it seems efficient follow thru is not possible.

Pamela of Klamath Falls, OR August 11, 2009

I purchased a Dell inspiron for my daughter in February of 2009. She wanted one for so long she saved and saved and then when she had the money she asked if I could purchase it online. She has a learning disability and has autism, she wanted the best, so we thought of Dell, I have had a Dell PC for several years and the company I work for rely on Dell laptops for business, so what better company. So I purchased it for her, the laptop has crashed 4 times, and has had to have the hard drive replaced twice now. She is so upset that she wants to return it and get her money back however there is that 14 day clause in there.

I have tried to work with the technicians, they tried to fix the problems but then it comes right back. My daughter nothing about the internal works of a computer so I took this on myself. Very disappointing, I have found that a warranity means nothing to these people. I sent the computer back into dell, they finally found it was time to get it checked by them.

Okay so it took 5 days for them to receive it and two day to look at it and I just received it back. It has no hard drive on it, they sent it back with a letter stating the hard drive will be delivered in three days and I will have to install it.

This is so frustrating and unexceptable. I have not told my daughter as I know she will break down and cry again. What can I do to make them honor the warranity and why didn't they keep it and fix it like they were suppose to. I am so upset, it is beyond words, this is a 950.00 laptop. Why would Dell send her laptop back without fixing it?

Dell is suppose to stand behind their product and I want to know how to formally complain to the CEO of this company. This has been stressful on my daughter and myself. She was physically ill for a week not knowing what to do. She just wanted something to be able to play games, web conference and stay in contact with her friends. I have been upset because this upset her.

emma of wilmington, NC August 11, 2009

I have a lsptop under warrnety that just quit working. I called computer medics. They are very good. He told me the computer shouild not have done that so I should contact Dell. He did call for me and got casr number, service tag, warrnety date etc. I have been trying for two weekd and no reply. DO NOT BUY DELL!

pierre of paris, France August 8, 2009

Just anathor case to demonstrate that the aim of dell is to sell you services just to take your money. I bought an XPS1330 a year ago and I selected a 3 YEARS full service for support with D+1. But at each troubles I had in year, they never respect the delay. For exemple at one time they decide to replace fully my lap top and it took 3 weeks.

More recently they needed to replace the mother card, and that was decided a year ago, and I am still waiting. They were suppose to come yesterday, I took a day off, wait for a full day and nobody came. Apparently when you call them they don't care and always blame someone else.

Cannot use my laptop from 2 weeks nos. In a year I was not able to use my laptop for more than a month even if I paid 500 USD for premium customer care. I also have now a day off my salary

Tommy of Southport, NC August 7, 2009

I purchased a Dell computer three years ago. The hard drive crashed with one month left on the warranty. I renewed the warranty for another year, expiring in August 2010. First of all, they gave me the run-around about the hard drive. I had to drive 80 miles to Best Buy Geek Squad to ascertain that the hard drive was bad. Then, I called back and they promised me another hard drive. It was supposed to be here on Monday and now it is 8/7/09.

I have been without a computer for 3 weeks now. They have not lived up to ANYTHING they told me. I was on the phone for 2 hours yesterday. I am at my wit's end and figure I must now buy another CPU. It will not be a Dell. What a joke.

matthew of salinas, CA August 7, 2009

I have had a 1400 laptop that was only 3 months old that crashed and I spent hours on the phone with people who didn't understand english and make mistake after mistake and still did not solve my problem. They sent the computer back to me and told me they would send me a part and I could fix it myself!! It is under warranty.

After month of faxing and mailing their legal dept I keep getting calls from Tech support telling me they are responding to my letters to dell legal and they won't give me the refund I am asking for and will NOT give me the contact info of a dell mgr who has authority to discuss this with me. My computer is still broken and it's been since May 4th, 2009. I just don't know where to turn next!

I spent the 1,500 and now I had to take my wife's computer because my new dell is still broken in the box they sent it back to me in the unrepaired condiditon. I have spent more than 20 hours on this problem and I'm no further ahead than when I reported it broken on May 4, 2009

randy of centreville, VA August 6, 2009

I've had to replace my motherboard three times because it keeps going bad on me. The last time I spoke to Dell, they told me to send my computer back for a NEW computer, (or so I thought). What I got was a piece of junk refurbished computer that doesn't work half the time. Every timr I read my mail, and then want to go onto the internet, the thing dies, and I have to reboot. I will NEVER buy another Dell as long as I live!!!

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