[Resolved]  Dell Computer — Court Case

Stephen of Moscow, PA September 3, 2009
Order shipped with incorrect monitor. The issue is being passed around from one individual to another with no equitable resolution. After recognizing that the monitor was not what we ordered the sales associate was notified well before the order was built and shipped. I want to talk to someone that has the abilty to take care of the problem.
Lauren of Waukesha, WI July 2, 2009
I had a Dell Inspiron E1505 that I had bought to use at school. First time it crashed, I was told over the phone by customer service that it was because I had used up all my memory and that although I may have thought that I was uninstalling programs, because I had used up all my memory the programs were not actually being uninstalled, and that when I added additional programs, that I was adding to a hard drive whose memory was used up. Ok, fine, I dont know enough about computers to argue this. So I had a new hard drive installed that had more memory by a company that was not DELL because I did not want to pay the shipping fees.
Not too long after, the battery for this same computer died out on me. Called Dell's customer service and the person on the other line told me that I would need to purchase another battery online from Dell. No mention was made about the battery recalls at this time and this was in the Spring of 2008. I have recently checked the battery (both the old and the new) and the were not listed as being recalled anyways.
Then, at the begining of my senior year in college, the computer crashed a second time. This had happened after I had plugged in my printer and then turned on my computer. This was also during a time when the computers at the college I was going to were having a lot of issues (I could never find out the reason for this). I called customer service and they told me that my hard drive had crashed. I asked them about the possibility that having plugged in my printer before turning on to use the computer had anything to do with it, the told me "no".
I asked about the waranty on the computer and they said I had a few months left. Unfortunatly the warranty doesnt cover shipping fees and after they found out that the new hard drive that was put into the computer was not installed by nor purchased from Dell, I found that the warranty was no good. Ok, my mistake on that part. They told me I would have to have the hard drive replaced (after having bought a new one recently installed about a year ago). The cost of a new hard drive plus service plus shipping fees turned out to be more than simply getting another computer.
So I sent the computer in to a different service that dealt with computers to retrieve as many of my old files as possible - but I did have a majority of the items of importance already backed up, ...just not my recent school work. Unfortunatley, an individual in my family had rushed to get me a new computer so I could have it ASAP for school since because of the issues with the school computers, I had an extremely hard time getting assignments and projects completed.
This new computer, which was another Dell (the individual had gone against my wishes and purchased another Dell computer), cost me about 1, 000 dollars (yes I did pay for it myself). Well this new computer didn't come until the end of the school year in December. It is a Dell studio. Was able to bring the old computer into this other company, get the old files extracted and backed up, got another hard drive for a great price and bought an external hard drive for less than what dell wanted for a new hard drive and in less time than it took to get a new computer.
It was after I was told that the computer had "fried" an external hard drive that I had initially bought while this other service had tried to connect it did we find that the reason for it's crashing was, in fact, one of the USB ports, NOT the hard drive itself. Never suggested by the Dell people. Well, sure enough, not even six months later while trying to finish up my senior thesis to graduate with a Bachelor's degree the NEW computer started giving me problems. It freezes up (except for the mouse) after about 10-20 minutes of turning it on, forcing me to turn it off the improper way.
This thesis, if not for the backup external hard drive, would have never been completed. Needless to say, my senior year of college ended the same way it began. I am currently typing on my older laptop (which now has a piece of black electrical tape over the defunct USB port) because the newer one does not work and am having a hard time discussing with dell what the issues are with this Studio laptop, especially since I have been told and have found out that there is no one that I can work with face-to-face and can show me what is going on now. Between this two computers, I think its safe to say that I have spent over 3, 000 dollars between replacements, parts and services.
phel of wheatley heights, NY July 2, 2009
I first purchased my Inspiron 1525 Laptop at the November 2008. This laptop was orginally purchase because i was in the process of taking a class in Public Health online. I was never able to start this program on time because the first laptop purchased out of the box would not turn on. I had to call their customer who were not able to fix the problem. Dell eventually replaced this Laptop. The 2nd laptop stopped working after a month i would not connect to the internet.
After serveral attempts and many hours on the phone with techinicians from India i finally got tired of having ask the techinicans to repeat the information i then decided to pay 100.00 so that I could communicate with a techinician in the US. My laptop was eventually fixed by earsing all the data in reinstualling it. The internet services was reconnected with the assistance of the techinician. My laptop then worked very well for approxiamtely 21/2 months before if it crashed again.
I am now tired, of the calls and spending hours on the phone while the technician tries to figure out what the problem is. My warrantly will expire in September 2009 and I have not had continuous use of this product for no more than 21/2 months. I am still paying for this laptop and have thought about not paying for the remaining balance but due to my credit being affected i have decided to continue with the payments.
I would truley appreciated any advice with this problem. What can be done to reslove this problem. Dell has not been of any assistance really other than their techinicans who can only go through their protocol.
I really would just like to return my laptop back to the company and be refunded monies already paid. I have a desktop computer which i purchase many years ago (6yrs) and have had two techinical problems with this computer which it was repaired by the technician who came to the home and repaired the problem.
I have not had any problems with this compter since then. In fact i am using this computer to communicate to you. Therefore i had every confidence in purchasing this laptop with Dell but is particular purchase has been a nightmare, and most importantly i have had to delay/cancel my online program till a later date. Please help

topaz of panama city, FL September 2, 2009
many defaults, bugs, constantly not having internet exployer provided by dell. I have had since January 2009: 2 new hard drives with their one lap top( brand new), then, another new computer they replace and that had: to have a new hard drive replaced, a new motherboard and I still have my computer: mouse not correctly responding and the internet exployer provided by dell shuts off at least 2 times or more in an hour.
They said I need to pay further warranty and thet would not sponser the software of my computer unless I paid them a large amount of money. Lost of jobs, communications, loss of monies unlimited.
Victor of Port Huron, MI September 2, 2009
Dell sent me the wrong printer adapter cable when I bought a computer. After a week of emails I got a return authorization no. But by this time I was on vacation. I didn't get to that email until several days after I returned. I first noticed they had cancelled my no. because it was more than 15 days, and wouldn't give me a new one. I'm stuck with a useless cable. They also had wanted me to print out my UPS form--duh--my printer doesn't work. I had a lot of trouble getting my laptop software to work and it took hours of calls to India to get them worked out on multiple days. I'll look for someone else next time, maybe Gateway.
Victor of Cookstown, ON July 3, 2009
I had taken my computer on an extended vacation. While away, some of the keys started falling off. I could not make of all of them stay on and called my husband about the problem. He placed an order for a "Light Backed" keyboard. This was an option so that you can see your keyboard in the dark. After hours on the phone to have this repaired by our extended warranty, my husband said, "let just purchase a replacement keyboard". The taking down of our Credit Card number was the only action that moved along quickly.
My husband gave our customer number and order number to ensure that Dell would send the correct "upgraded keyboard" that we paid extra for. When I returned, we had a hassle about having Dell install the new keyboard. It was explained to us, that replaceing it was quite simple - 2 screws to be removed and that was that. My husband is a very hands on guy but this, he felt had better be left up to someone who knows their business.
After giving up on Dell, he took it to a local computer repair shop. When the computer was picked up, we were told that Dell had sent the wrong keyboard to us. Mine should have had a switch on it to turn the back light on or off. We tried to have something done about the incorrect filling of our order. Oops, the 30 day return policy had expired and now "I'm sorry sir, I cannot help you".
You just have to give up when you spend 2 - 3 hours on your home phone and you can't even understand the person you are talking to! They are not on the North American Continent but in India or where ever! Isn't there anyone in Dell's location in Texas?
I had lost my power cord to the computer during my trip home. So, while my husband was discussing the wrong order, he also placed an order for a new power cord. Dell is very clever and has a unique plug-in for their computers. You can only buy these from Dell. Well, once again, our credit card number was taken in a New York minute.
Shipping was quick but WHAT DO YOU KNOW? They sent out part of the cord (from the computer to the transformer only). I still needed the AC cord that would plug into the wall! Well, I sent an email and they actually called us at our home. After (I kid you not!) 2.5 hours on the phone they tell us we have to purchase that part separate!
NEVER AGAIN WILL WE OR ANYONE I SPEAK TO, BUY FROM DELL. They have a real scam going on there. Go and buy your computers from a local store and take out their extended warranty. However, do not purchase a Dell from said store, you will be so disappointed, I can guaranty you of that.
Clay of Tulsa, OK August 31, 2009
I ordered a Dell inspiron 1525 on June 28th. With that I ordered a bag and mouse. I got the dell three weeks later and the bag and mouse as of August 31 have not arrived. I have spoken to and reordered from Dindi 3 seperate times. REF#[protected]. This number is etched in my head. She always calls back but still does not know why dell cancelled the order al three times. She never has any information but is always glad to reorder using my credit card then credits it back 8 days later. This has been a nightmare.
SHAWNDRIKA of SUMTER, SC August 31, 2009
I have had issues with my Studio 1735 since April 2009. It got worse when Dell sent it back to me as fixed in April 2009. I have been trying to get my laptop fixed sinced. The latest incident was 8-26-09 when I spoke with a lady named Ellen in the XP Team Employee Purchase Program, (she was the 8th person I spoke with after being transfered to person after person saying i was transfered to the wrong department),
Ellen troubleshooted for hours and refused to send my laptop to the depot to be repaired. ONly then I was notified that my warranty expires 8-28-09. She said if it was a hardware problem then they could send it off; later an error came up that it was a hardware problem, she then put me on hold then came back and said she will send the hardware to me and I have to install it myself (unexperienced).
I asked if there was a problem because my warranty was up in 2 days and she said no it wasn't because the problem exist before the warranty expired. She then offered me a call back to make sure the laptop was up and working and she never did. I am experiencing the errors on the hardware and my software has stopped. I have been calling everyday since and I have gotten no where.
Today 8-31-09, I have been on the phone for hours and they have been transfering me to every department who says they cant help me. They explained the problem has not been resolved but I am still covered until it is but i am on line now with the 7the person who says I was transfered to the wrong department.
I am upset because i have an online class that I am not going to be able to have my first assignment completed in time and I have burned my 450 minutes i get monthly on my phone, by being on hold. I am wanting to know my rights and what I can do about my situation. I am not getting anywhere and I am backed in a corner. the customer service is terrible, even the management because i spoke with a couple of them. My laptop still have hardware errors and the battery sent is faulty
Julie of Schoharie, NY July 7, 2009
I ordered a computer camera from Dell on sale on 5/19/09. Received 5 confirm notices for one order which was to be shipped and to receive on May 28th. Camera never showed up. Called Dell June 2 and received an overseas person who could not find the order, had no record of any order placed by me and would not accept a faxed or e-mailed copy of my confirm. She offered to re-order but gave me a hard time about getting the sale price. I DID NOT re-order with Dell as the woman was not consumer friendly.
Bought it from Amazon.com at 20 cheaper than Dell's "sale" price and recieved it 4 days later. On June 25th I received 5 e-mails confirming my same order AGAIN. Called and spoke with a John and he couldn't understand what was going on, would forward my situation on to someone who would check into it, gave me his phone number, and assured me the order would not got out.
July 1 received 5 notices that said that the camera was being shipped and would recieve it July 8th. Called at least 8 people, including John at the phone number he gave me (no one knows who John is), explained the entire situation to all eight people, and got unrealistic answers, no one that was able to do anything and my credit card has been charged for something I was told would not ship, order lost and I have purchased and been using for a month from a more reliable company. Live chat isn't applicable as their web site wants info I don't have. I e-mailed and no response received. Called Texas and was forwarded overseas again. Their phone system is horrendous ! Will never order anything from them again.
Mark of San Marcos, TX August 29, 2009
Called tech support regarding my screen dumping every fifteen minutes and then rebooting. Tech support answered and said they would have to transfer me. Frances in Manila was the Tech support guy who couldn't help with the problem. He transferred me to India. Support in India said she would have to transfer me which she did to El Salvador. Transferred to refunds department in El Salvador where I spoke with the rudest guy I have ever had the displeasure of speaking with, Giovanni. It was obvious that I couldn't talk with him so I asked to speak with a manager. He said the manager would tell me the same thing and I again asked him to transfer to the manager. The manager, as with everyone, apologized for the long phone call. He said he would transfer me to tech who would need to have a case number drawn up and then they would transfer back to refunds so that it can be enacted.
After approving that the computer is not working and that I can return it without restocking fees. I explained to her in this call exactly what the screen was saying as the problems history was long and it seemed the shutdowns were all the same problem.The tech support woman in India said that the manager "would like a quick word with me". He got on and rehashed what she had said by stating "you will get a full refund for the laptop with no restocking fees. I am going to warm transfer your call so you will be connected immediately". That warm transfer resulted in being transferred back to Giovanni, the guy in El Salvador who is a.)extremely rude and b.) should not have anything to do with customer service.
Transferred back to Giovanni at the refund office in El Salvador. He looked at the case #[protected] that approved the full refund without restocking fees and he said that still did not have the trouble shooting. I said if you go back and listen to the phone call with India I gave her the information and she said since I didn't get the product I bought that they were refunding me everything and will not charge a stocking fee. I asked to speak with the same supervisor who transferred me over to tech in India who went through my case and assigned the case number and said I would be refunded. I was told he would tell me the same thing that the documentation wasn't there. I asked Giovanni again to transfer to the supervisor. He said the supervisor was busy but would be with me in a few minutes.
Giovanni in the El Salvador office said the manager was still on a call and would still be a few minutes. I said ok. Giovanni came back on and I said it has now been a two hour and eighteen minute call and he said "I don't need you to remind me of the time of the phone call" and said that "we are the only ones to allow refunds with proper documentation". I said I will still wait for the supervisor. Phone was disconnected from their end TOTAL TIME OF PHONE CALL: 2 hours and 28 minutes before being disconnected and I still have a computer that does not work and told I will have to pay a restocking fee, over 150.00 U.S. dollars for returning a corrupted product
Called Back. Michael transferred me to returns department. Spoke with Tony in El Salvador at the refunds desk. Came back and said the manager is not available and that I would have to pay the restocking fee and that they all discussed it. I said that the case from India #[protected] came from tech support and that my computer is not working correctly and they have approved it. I told him over the 2 hour and 28 minute phone call earlier, I didn't get upset or raise my voice. I said in this phone call which was at 23 minutes that now I am getting pissed and I want to talk to the supervisor there in El Salvador who transferred me to Tech in India so I could get a case number so it would be approved. He again said the manager was not available.
I lost it. I tried getting ahold of someone in the United States who could help and each phone call I was transferred to India. At this point I have a 1200.00 computer that is less than a week old and shuts down every fifteen minutes. My Iphone battery needed recharging so I hopped online to begin finding out how to get this piece of crap computer off my hands at this point. I want nothing to do with Dell ever again. This entire scenario doesn't even begin to reflect the problems. The previous day I called about missing the printer and was told 5 different things from the shipment wasn't picked up by Federal Express to that the order wasn't processed yet to that it was shipped on the 17th of August to there is not tracking number to there is a tracking number. I finally cancelled the printer as it was obviously in the nether world. IF YOU EVER THINK ABOUT GETTING A DELL THINK TWICE AS I CAN GUARANTEE IT WILL BE THE MOST FRUSTRATING AND TIME CONSUMING DECISION YOU WILL EVER MAKE.
steven of vineland, NJ August 29, 2009
Dell has refused tgo resolve my dell issue, for the past 3 years and a half. And even the Dell Legal department won't help me because, for the past 10 weeks and 6 days.I'm unworthy of any satisfaction, and still refuses to help me.Until this day, even ever department in Dell.
Patty of Des Moines, IA August 29, 2009
I ordered a computer to have it shipped to my work, since no-one was home during the day to sign. They tried 3 times to deliver it to my home. Customer Service kept telling me they couldn't change a shipping address once it was shipped, but I had entered my work address when I ordered, THEY shipped it to the billing address. CS couldn't understand or speak fluent english and had no idea what I was talking about.
In the meantime I was charged for it. I did get it returned but was charged for the shipping. I was told I would receive a refund (Already made 2 auto payments in the meantime) I am still waiting (6 weeks!) I will never ever buy a Dell computer. We do not have a computer now and my kids just started school.
james of kershaw, SC August 29, 2009
Answered a email to take survey for dell & purchase to promotions. so I did netflix & disney books & was going to recieve a Dell Laptop & I had purchased a 1510 Dell a few weeks before. I thought dell would stand good on there end of the deal. I have temeanal cancer I was planing on buying three for me kids before I died. there moter killed hrself 11 yrs ago
Ed of Fresno, CA August 28, 2009
I bought a Dell Studio Laptop in Dec2008. The keyboard keys keep falling off..and Dell could not provide a good customer service. I call technical support and I kept getting transferred to Customer Service..basically I was going in circles.
Scott of Leamington Spa, United Kingdom June 27, 2009
My last, and currently unanswered email to Dell customer services to cancel this order if its not shipped over the weekend? I have waited an extra 2 days, and the delay is now putting my work in jeopardy, this is very serious for me. quoting legislation is a last resort, but formally requesting cancellation of a product that has not yet been delivered is permitted under the consumer protection DSR act 2000. Dell cannot legally refuse because an item is at stage 3.
I made it clear that I needed a laptop urgently. when it became clear I wanted to cancel, the laptop moved into a stage in the production process specifically to prohibit cancellation. This has no basis in UK law, and as Dell refuse to acknowledge my rights under the DSR act, I am left furious, and with limited options. Since the charge against my account has not been fully actioned by Dell (currently sitting as an authorisation for the transaction amount), my bank cannot intervene.
This is deliberate, and conceited attempt to lock customers into a long lead time, that would otherwise result in cancellation should the true time be disclosed. Dells order system is arbitrarily divided into phases, each assigned a seemingly arbitrary duration of time. Orders may sit at stage 3 (production) for an undefined, and apparently undefinable length of time. Dell are acting illegally, by even the most business friendly interpretation o[censored]K consumer law
Arthur of Sun Prairie, WI August 28, 2009
I ordered an XPS laptop which arrived not as originally configured and was sent a replacement. The replacement was defective out of the box. (mouse pad key stuck). I called support within hours of receiving the replacement and was routed in a circle from one out- sourced East Indian phone number to another, finally back to the first number.
All I wanted was a new replacement, and all I was offered was a repair, well for the 1200.00 I paid for a NEW operational unit, a repair was not reasonable. I have returned the laptop for credit. Beware! If you must purchase a Dell, only do so through a retailer where you can return the unit for full refund. If you call support you will not be connected to a USA based support system!
Dorene of Middletown, DE August 28, 2009
WORST customer service ever. I bought a 3-pack of ink and one black was defective (I think it was empty or used). I waited on the phone for 1 hour and 15 minutes and was transfer over 8 times.
All the customer service reps were from India and had no idea how to help, much less understand what I was saying. Towards the end I was screaming at them. A few times, they simply hung up on me. NEVER, EVER, buy a Dell computer, printer or anything Dell because they have no customer service afterwards! Buy American and deal with Americans when there is a problem.

Russ of Greenwood, SC August 27, 2009
We ordered a replacement printer cartridge for our Dell printer. We were unable to print because of a "cartridge compatability" error. I figured, it is just a defective cartridge, not a big issue. I know 100% quality is not possible. My issue is with the out-sourced (apparently India from the accents) Dell customer support process that not only takes at least 15 minutes to navigate, but yields nothing but phone transfers. The first round of customer no-service resulted in over 12 transfers and eventually a lost connection. For the second round, my wife called as I was in a state of extreme anger, she endured 6 transfers. Each time having to provide the same information (order number and name), the issue may eventually be resolved, but it is absolutely evident to me that Dell has a strategy of making customer service so difficult it is imposible to ever return or repair anything they messed up. You bought it, it is now yours even if it does ot work.
Donna of Pensacola, FL August 27, 2009
My son and his girlfriend bought a new Dell computer through their workplace employee purchase plan on 8/13/09. Received it 8/19/09. Couldn't hook it up for the first couple days. Hooked it up on 8/21/09 and it worked for ONE day. Would not turn on the next day. I mean "nothing". The tower made no sound, no fan, no nothing; just would not turn on.
For the three days following that and continuing to this time we have still not been able to resolve this, find out where to send it, get a return authorization number or any help. They have called for hours and then I took over and tried to get resolution for hours. We have been hung up on, yelled at, cussed out, refused help, and told there is nothing they can do, mostly by non-English speaking and non-English understanding CSRs.
From our experience, and from everything I've read on these sites I think Dell must be the worst company in the world. I have never seen anything like this in my life. They will never buy another Dell, nor will I, we will tell everyone we know not to buy a Dell, I plan to hang around the computer section every time I go in anyplace that sells Dell and tell people to never buy one because they will be out of luck if anything goes wrong.
Unbelievable; unconscionable; abysmal; the worst company and customer service I've ever dealt with in my life, and I've been around for a while and. The company heads must be insane.
Denise of Charlotte, NC August 26, 2009
I purchased over 2K of equipment for my small business from Dell. As with everything ordered from Dell it was delivered one peice at a time. Besides a Laptop I also ordered a cordless keyboard, mouse, 22" flat screen and a remote docking station. The original order was placed 07/16/09 however the Laptop wasn't delivered until 07/29/09. There were problems with the set up and I had to pay the Geek Squad to configure the system so it would work that took until 08/11/09.
When I attempted to use the keyboard I discovered it was a total piece of Logitech Garbage. I called Dell and requested they send me prepaid authorization to return the keyboard/mouse set and credit my account. They have refused to comply since in their opinion the appropriate timeframe has elapsed.
Dell doesn't care that the Laptop didn't arive until 2 1/2wks after the keyboard; they think I should have just played "air keyboard" to check it out before the rest of the setup arrived.
We are fighting it out over 65.00; everything is financed through Dell so the ball is in their court. I bumped up my complaint so now they are asking for "special" permission to statisfy my request. 65 bucks come-on I am paying them 2 grand plus financing. When does the customer become important.?
Christina of Tallahassee, FL August 26, 2009
I have a charge on my credit card from a Christina H. out of California. I called and explained I am not that Christina that placed that order and they wanted to argue with me and placed my account on hold and told me I would recieve a form to be filled out. The order is for a smart phone that is almost 700.00. The charge is on my credit card, it is showing cancelled but I am unable to get into my account and I can't get any where with this when I call, I am put on hold for very long times and then disconnected.
Jack of Brookfield, WI August 26, 2009
The Dell Web site and especially support is a joke. I just pent an extremely long time on the chat system waiting. I was number 19 in the queue at the start. While waiting I was able to prepare and eat lunch, wash the dishes, go to the bathroom and make a couple of business phone calls. When my time came to chat, the server went down. When I tried again, I was 21 in the queue. Either Dell has reduced the number of support techs or there are a great deal of problems with the computers. I have two other Dell laptops dating back 7 years and never had the problems with support that I have now. This doesn't even scratch the surface of my recent problems. Just getting the laptop I ordered was a nightmare to lengthy to discuss here.
Kathy of Grayson, GA August 26, 2009
I received a call at work from Dell customer service asking me if I wanted to purchase an extended warranty. I told her no and do not call me at work. She continued to ask me about the extended warranty. I hung up. She called back twice more. I can not take personal calls at work.
fred of jamestown, CA August 25, 2009
My computer would not let me log on, so i called tech support and they told me i need to pay 50 bucks in order to even speak to tech support. And I said what if you can not fix my probblem he said if i pay 50 dollars they could fix my problem, i was not to sure of this so I spent the next 10 mins asking for a supeviser which I was never allowed to speak to. He then hung up on me. This CO should be put out of buisness or train there India techs a little better customer service techniques. I am really pissed that i have spent so much money with them..
Bart of Independence, MO August 24, 2009
What happened is, I made the mistake of doing business with Dell. I am a small business owner that was taking care of one of my clients Dell laptop and simply placed an order for a replacement drive and carrier for their laptop. Easy enough right? Not for Dell! I called the 800 number to place the order and got Monica(a nice enough young lady)with a heavy accent. I could not understand her and she could not understand me. After repeating myself several times and being put on hold several times, I finally got the order placed.
I was given two order numbers and was told I would get a conformation email detailing my orders and shipment details. I paid with my Visa and noticed that the authorizations hit my account but never received a conformation email. Several days later I received part of my order but not the second half. I decide to check my Visa account and one of the authorizations is no longer there. I call to see what the problem is and the order had been canceled. When I asked why?, I was told: "there was a problem with my card". That was a lie! I saw the authorization the day of the order.
Now shipment will be delayed another 7 days! Also, they shipped the one order I did receive to the wrong address. As a small business owner that provides IT support, I could not believe it! I would not be in business if I operated this way. So my first time doing business with Dell was my last. Normally I would contact them and let them know of these problems but good luck trying to register a complaint. My recommendation: Don't get a Dell!
Sandra of Charlotte, NC August 23, 2009
I recently, as in the last two months, bought a new Dell Laptop. Of course it was financed through Dell also. My biggest complaint is that Dell does not have one person who can speak English in their customer service Department. How can they rate so high for customer service if they don't have people who speak good-old-American-English who can help me solve a simple problem? So who is doing the surveys that release the data saying Dell has such awsome customer service when I can't even understand the person on the phone helping me?
I will not buy another Dell until they decide to bring some English speaking people into their customer service department. Also, you can't even call or write a valid complaint to their corporate offices. I tried and got a voice mail from "yet another person from India" calling to offer help. Are these people stupid? I wrote in my letter very plainly, in "English" we were having a communication problem because of the language barrier.
So what do they do? They have someone I am still going to have a language barrier problem with to call me. I am not prejudice but in todays economic hard times I am highly insulted that Dell has not hired more Americans as employees for this area of their business.
sam of elmhurst, NY August 21, 2009
Dell stinks. I order 2 items from them recently and they screwed up both orders. I was a digital camera I bought from their ebay clearance section, they sent me the wrong one and charge me for the one that cost more, when I asked them about it they told me the wrong item they sent was the item that I purchase.
When i told them I had proof of the camera i ordered they didnt care, as long as it doesnt show up on their computer screen the customer is always WRONG, not matter how much to complain. So I needed the camera for a trip I was going on, so I had no choice but use the camera they sent me. Next incident, I purchased a laptop from dell, 10 days later the ac adapter breaks, I call dell. They asked a whole bunch of irrelevant questions about the "laptop" when I specifically told them the ac adapter wont charge. I even told them that I had another Dell laptop, which I do have actually, and i tried my other laptops charger to the new laptop and it charges fine.
You would think that they would say "OK we will sent out a new ac adapter to you right away", but nope more questions about the "laptop". I thougth that telling them what the obvious problem was, would help THEM speed things up more but it just slowed it down more. I WILL NOT be purchasing a dell ever again. Thanks for listening.
Cindy of Cary, NC August 20, 2009
As a Brand New Customer, I have had the WORST CUSTOMER SERVICE I have ever had for any product I have ever purchased! I ordered a laptop, then accessories on the same date Aug 1 for my daughter to start college with in TX on Aug 20. The laptop arrived 12 days later, but no accessories. When I called Aug 16, I was informed that the accessories order was CANCELLED Aug 4 - 3 days after I placed it! No one ever called me or emailed me to let me know this.
Since my daughter was leaving in 4 days for college, I reordered the accessories. I asked if they could rush the shipment and they could, but it would COST ME 35 more and he couldn't waive the fee! I was shocked. I told the agent to order and I would contact customer service to take care of the rush shipping since it was obviously DELL's error. I proceeded to call Dell customer service 3 times that same day and was disconnected from the foreign speaking agent before I could finish explaining the problem.
I was so frustrated, I finally went online and emailed them. Then I get an email back from a foreign agent that the order number I referenced was for the shipping charge for the items I ordered and they couldn't waive it! Obviously someone who really took the time to understand the issue or else was too incompetent to do so! So I responded that I will need to take this up with a supervisor. The next day, I get another email that there was nothing they could do. I could hardly believe what I was reading. I was having to pay EXTRA for THEIR ERROR?
To make matters worse, I also received at my NC home, several (not all) of the items I ordered that were to be rush shipped to my daughter in TX! To add salt to the wound, I tried to contact customer service again only to be disconnected before I could get to the correct party! And the automated call menus are another source of aggravation!
I finally got thru on Aug 20 to an AMERICAN that could understand the issue I was having. At that point, my daughter had just left for college and had not received any of the accessories that were to be shipped to her. Dell let me and my daughter down! I told the agent that I would NOT pay for the FedEx charges and that I would RETURN ALL THE PRODUCTS I ordered at THEIR EXPENSE!
I have had enough runaround, disconnected calls and incompetent people on emails to last my lifetime from this experience. Not to mention all the stress and aggravation this created in the middle of trying to help my daughter get ready for college! I refuse to let her get this same runaround and lack of decent customer service if she were to have a problem with the laptop!
My company of 5, 000 employees has all Dell equipment, so I made sure I contacted our Purchasing department to let them know about my experience. And when I meet with our CFO next week, I will let him know the same thing. I had planned to replace my desktop at home this winter, but after this experience, I won't be calling Dell to buy ANYTHING!
They just lost 2 sales and I will be certain to let everyone in my company, my neighbors, my social & business networks, etc know what kind of experience I have had that started over a 35 rush shipping charge from an order error by Dell! I see business practices at Dell that I would never dream of exhibiting to my customers! I won't be disappointed by Dell again!
RICK of pottsville, AR August 20, 2009
I ordered a dell mini pc on line, and right after, I ordered it, I realize that it just had a 3 cell battery. I wanted the 6cell cell one..so I called right after to see about changing the order.I talk to a rep in nashville tn..and he told me he would order one with the 6cell for me, , and to call a number he gave me, to cancell the 3cell..I called, and told them that I wanted to cancelled it, and they gave me a cancelllation number..But guess what, they cancelled the wrong one, the 6 cell..and sent me the 3cell..and now they are making me pay shipping fees and restocking fees...they were very rude to me..
srikanth of plano, TX August 19, 2009
In order extend my warranty on my laptop i have contacted dell customer service and I have purchased my warranty through my debit card on the phone. Dell guy took my card details and charged me for the warranty. After 2 days I was surprised to see few fraud transactions worth 660 on my card. I am sure that dell has misused my card. I want your suggestion on this. Thank you!
Thomas of Kingston, PA July 16, 2009
My new Dell computer has a keyboard with a space bar so far to the left that a touch typist finds it nearly impossible to hit the space bar with his/her right thumb - the means of hitting a space bar since keyboards were invented in the 1800s. I'd hoped that Dell would recognize this problem as a design flaw and replace the keyboard, but I'm told I'd have to buy a new one. The keyboard is roughly the equivalent of a car with a brake pedal eight inches to the left of where it normally is, forcing a driver to search for it every time he wants to stop or slow down. Dell's online customer service, incidentally, is limited to people who have bought directly from Dell. It's closed to people who've bought their Dell products in a store. Mine is from Best Buy.
Marita of Hawthorne, NJ August 14, 2009
I have not been receiving emails for an entire week now. When I call "Customer Service" (in India) twice I was "redirected" and they hung up on me! Twice in a row! I have the Dell email and they seemed not to care at all. Very bad. Very discouraging. I expected so much more from this company (until I started reading the other complaints!) I have not received my emails over a week now.
Karen of Foxboro, MA August 13, 2009
I have just found out the hard way what a "limited warranty" means. The power supply (PSU) on our new desktop PC died in under 3 months. Staples agreed to replace it but told us that if it dies again, we have to pay for it since there is a limited warranty meaning that they replace one part ONCE. So this means that if this is an ongoing defective part, they feel free to keep selling it and I have to pay for having it replaced from now on.
NO, I don't believe in extended warranties as that means a company won't guarantee the quality of their products long term correct? You have to pay extra for quality is how I interpret this. I work for a medical lab instrumentation company and we would never require a hospital to pay for a part that turns out to be continually defective. While we improve "bad " parts, we at least keep replacing defective ones for "free". I will not buy another computer from Dell. Another problem is their lack of general email address for basic comments and complaints. If you don't have a documented current problem that you have registered with them, they don't allow you to just send a comment.
Alice of Lecanto, FL August 13, 2009
I find it disgusting that with unemployment so high in America, [they] have the nerve to outsource your service. To order an ink cartridge should not take more than five minutes. I spent a good 15 minutes with Chris in the Phillipines going round and round. Finally Bruce an American came on the line and completed the order. I wanted to talk to a live person at Dell about the customer service, and when I called what did I get but somebody in India of all things. Disgusting! This is so unAmerican - [Dell] ought to be ashamed. When I get my new computer it will definitely not be a Dell.
B. of Cordova, TN August 12, 2009
I placed an online order for a new laptop with an estimated delivery date of 5 Aug 09. I was then notified on the 6th that the order had been delayed and the new "rush" date would be the 19th. Today, I when contacting Dell on another matter I was informed the date was moved again to the 31st-no notice this time. I spoke with a customer service representative who told me my order had to be cancelled and redone (by Dell-not me).
I asked to speak with their manager and was directed to Monica who informed me that I had been placed at the bottom of the que when the company cancelled and reissued my order. When asked why, I was told "the automated system is set up that way." When I asked if they could put me back in my original spot in the que I was told "no."
When I asked to speak to her manager I was told "that is not possible, I have the authority to handle these matters." When I asked if she was going to do what was right and re-establish my place in the que she said "no." When I asked if there was someone she reported to, she said yes, but I could not speak with them. If I don't cancel this order this will be my last Dell. Any company that thinks it is fine to delay an order an additional 25 days due their own mistake is not one I will continue to do business with.
Rob of Adrian, MI August 12, 2009
I ordered a 100 gaming keyboard at Dell's online order site. The site said it was in stock and would ship in less than 24 hours. In the evening of the day after I placed the order, I get an email update saying the order is delayed and is expected to be delivered 2 weeks after the order date. Then the next morning I get an email saying the order shipped the day before, and should be delivered today.
So I call customer care to get the real story, which is that the item did ship, but no idea when it will arrive, and the tracking number they gave me wasn't even registered in the carrier's system. When I asked why the updates were screwed up, the "overseas" customer service rep just kept spouting, at high-speed and angerily, the same details again and again. No help whatsoever, no admission of a problem.
Bob of Fremont, NE August 12, 2009
I purchased a laptop from Dell. One month later the CD/DVD drive broke-- it was not being abused, it just broke. I was told by Dell that it was not covered under any warranty and I would have to spend another 159 to replace it. If the company stands by their products like this, who needs them?
Norma of Brooklyn, NY August 11, 2009
I was charged twice for a warranty that i purchased from Dell back in February i called dell to immediately tell them about it they agreed to give me the reimburstment but have yet to receive it. I also called my financial institution which at that time was Washington Mutual and they also had no luck in getting the reimburstment for the past 6 months.
I have now tried to call Dell again with the same results i get put on hold just for a representative to tell my that they cant help me and they transfer me or give me another number to call for a different department.
When I do finally again get through to some one they tell me my account is placed on financial and when call the financial hold department they put me on hold to see what is wrong and then the call either gets disconnected or they tell me the person in charge of my account is either away from their desk or have left for the day. this is a never ending cycle with Dell.
I will NEVER EVER in my entire life that is left on this earth will i buy something from DELL. They have just lost a customer.
Jim of Gulfport, , MS August 11, 2009
[Their] lolipop ad is the most irratating I have ever heard. The only thing it did for me i convince me not to buy Dell.
Andrew of Columbia, SC August 10, 2009
I tried to install a firmware upgrade, R152145, and now my printer wont turn on. If I plug it in to the wall, the power button just flashes every three or four seconds and it makes a quick dit dit sound each time it flashes. nothing on the display, win Vista Dell PC won't communicate with it. Drivers wont install, and wont let me reinstall firmware.
I have tried everything in the Dell forum webaite and nothing fixes it. According to others with the same printer. They have the same problem. One person finally got another printer. But Dell is not cooper 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 o[censored]S 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 o[censored]S 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[protected] 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.
Bobalea of Fort Worth, TX August 5, 2009
I called to report a defective ink cartridge and request a replacement. The defective cartridge was part of a multi-pack order several months ago and was the second cartridge opened from that order. The agent refused to replace the cartridge unless I could provide an order number. I requested that he look up the order using my account...should have been easy! He requested my service tag # and then humg up on me.
This is the third time I have experienced the abomination they call customer service at Dell Computers. I have purchased three Dell's but will NEVER own another one. The defective item is only 29.00 but I paid for it and I want it replaced!
Sherri of Cedar Hill, TX August 5, 2009
I absolutely I'm so dissatified with Dell that I'm ready to scream. They have not help me fix my computer, I have not been able to use the computer for over 5 months now, they know it is non functional, I cannot get on the internet because they said oh you need this and that oh no that is not it I don't know what it is, oh let me call you back, they never do.
I'm a property manager and had to go get a lap top because the stupid dell will not work I want it replaced, it is 6 years old I paid good money for this junk! it has been a problem since I got the stupid thing. I'm still paying on it at a extremely HIGH, they said they would lower it even sent me a letter but never did, they are dishonest! I want to be compensated for all the wrong I have been through.
Kristen of Wilmington, MA August 5, 2009
I bought a laptop from Dell, the next day after receiving the laptop, I had problems with it so I called Dell and wanted to return it. But they sent me back and forth from hardware to software and then restored the laptop. Eight days later I was having the same but more problems. I told Dell I wanted to return the laptop and get my money back, because their return policy is twenty-one days. I was told that I would have to pay a 15 percent restocking fee or wait seven to ten days for a new laptop.
I am really upset that I have only had the laptop for eight days and I would have to pay a 15 percent restocking fee, it just doesn't sound legal to me. I just want my money back and not get another laptop from Dell, but if I don't take another one then I have to pay the 15 percent.
Glenda of San Jose, CA August 4, 2009
I spoke with a support person 7/3/09 We spoke for a while then she offered me to sign up for a one year agreement for all service calls. She promised she would have me up and running before we hung up. She never did solve my problem. I do not have her proper name, she said I could call her "Rose". I was billed for 222.27 as a result of our phone call.
I have spoke with several people that have promised I would receive a credit. The last person gave me a Confirmation #. This was on 7/22. Any help you can give me to get the credited to my account would be appreciated. Please contact me at the above phone number or address. This has been going on for a month now and I want it to be taken care of ASAP.
Tom of Duluth, GA August 3, 2009
I expected much more from Dell. I am very disappointed. I ordered a customized Alienware/Dell laptop on 6/14/09 and they put a hold for 4040.32 on my account. The e-mail stated that the estimated delivery time would be 7/17/09, a whole month after the order was placed. After getting about 3-4 e-mails AFTER 7/17/09, stating the order had been delayed, I finally ended up canceling the order on 7/27/09.
When I received the 2nd to last e-mail, I called and asked WHY the order kept on being pushed back, and was told that the techs just needed more time to build the system. I specifically asked if they had ALL the necessary parts to build it, and if that was not the reason for