Dell
Reviews and Complaints

Purchased the Inspiron 15, 3000 series less than 2 years ago, went to use it yesterday and it wouldn't turn on, so I plug in the charger, as soon as I connect it to the computer the green indicator light goes off, thought it was the charger power cord so I try another one, same thing. Turns out the mother board is shot, this not happen with a computer less than 2 years old. Needless to say I am pretty mad, didn't spend that much for this to happen. Will never purchase another dell product again.

I am Nitin Rajput, a user of your premium workstation PRECISION M 4800 (my 4th laptop from dell). I was very happy with the service we received in past years and your team was very kind and professional and this is the reason i have setup completely dell systems in my office along with a dell server, Two premium workstartions and other vostro PC's. Unfortunately, this time your team has created a doubt in my mind weather i should rely on dell or not. 1st Call: I called your customer care on [protected] (India) and i told support excutive over call that my laptop screen it giving me some sort of unusual sound and i doubt something wrong is there with the screen lock. The person over the call (Arun.Nelson.[protected]@dell.com) after checking his details refuse me to replace my screen lock damage even though i have taken 4 yrs accidental warranty (which is still available till 2019 as confirmed by your executive) for which i was not aware at my first call. While I am not an expert but still I said it might get fell off if there is any lock damage while opening & closing screen but he straight away refused by saying it does not come's under warranty. I said alright i need some time to look into this and i will call you back in sometime, meanwhile he dropped me an email for any further assistance if i needed - Wonderful Part of dell every time. 2nd Call: I made after almost 6 hours later and spoke to Mr Naveen (Naveen.[protected]@dell.com) later when the lock of my system gets broken and fell off from my office table accidently and stopped working. Mr Naveen listen everything i told and confirmed me about the 4 yrs accidental warranty as well, took some time to discuss with his team and says "You have pushed your laptop from your table to damage it" so we can not do anything in this - Is he stupid or what ? I have not taken this premium business series for any joke or something. I need this system to work fine immediately.

I sent them multiple emails too but the decided not to cover this case under warranty. This is completely not acceptable. I have PAID for the service, they should care about it instead of running away...

My Service Tag # 9ZJLK12 Express Service Code: [protected]

I ordered a power supply unit for my desktop and requested Dell not to send there engineer as I can easily do that. But even after my written request, they sent engineer and cost of that they took in their order. As I have done this previously, I know that Dell has a provision of separate charges for delivery and engineer visit. I contacted to them regarding them but they refused it saying "this is our policy. We can't help you over it". I NEED MY MONEY BACK. Reply ASAP.

hello. My name is simone rohan I purchased a dell computer from Walmart back on august 2017. I had a problem when I first purchased it. This was a Walmart display computer that I purchased on 8/18/2017. I purchased this from Walmart in Charlotte NC. When I first contacted dell 8/19/2016 gave me a service number [protected] to both fix the problem I was having with the computer and to register the computer in my name as I had for some reason to provide proof of this. Today I contacted dell again to ask a relatively simple question. that question was how do I get my computer to display what I had placed into the HDMI port. This was a big problem. now they did not see me as the registered owner. I was put to the out of warranty department even thought I just supposedly had this registered when I spoke to them in August. The simple question did even take much to answer and I did no need real tech support. I could have taken this into any dell and they would have shown me how to get to the display what I had on the HDMI port. I have had a total of 3 inspirion laptops and I am almost ready to change to HP. IF this is the type of customer service provided with dell. I must say how shocked I was to have to deal with this because I have never had any problems with dell's customer service before. Ron Reyes badge number 794324 advised me that I was not listed as registered owner even though I did that already requested supervisor and got Lander badge number 661165. he too advised me that warranty was not listed for me and expired. I now do not have proof and now have to go back to Walmart for proof of purchase

This has been absolute NIGHTMARE for a BRAND new laptop purchased . Windows wouldn't even work when I tried the laptop for the first time . Was on the phone for 3 hours with tech support and got no where. I then had to hang up go BUY a flash drive to then find ANOTHER laptop/ computer to use for them to install windows onto the flash drive . This then took over 2 hours and therefore I could not attend work. I then plug the flash drive back into my new laptop and have nothing that I paid for with my Inspiron such as virus protection and Microsoft office . I then have to call back AGAIN and have now spent over 6 hours on the phone over 3 days for a completely brand new laptop that should already be in perfect condition. I have had absolutely nothing but trouble with it and will no longer be continuing my services with Dell and will be switching to Apple products. Absolutely rediculous

I purchased a dell laptop 7Gi7-7700hq/8gb/1tb/n4gb/15.6fdh. service tag 5pw0rh2. but Have to returned due to manufacturing defect and to get replacement it to me over one month. on top that every time I have to mail to check it progress. Your team at every level have incomplete knowledge about product and services to customers. Your team is failed terribly in each department right from manufacturing unit to delivery of services. each agents try to pacify their customers with their own understanding. I think Dell don't have standard SOP in place at each level and more over there is no coordination among your departments and associates. more to talk about...

Yesterday I got a call from Dell Tech Services [protected]) and they said someone had hacked into my laptop. They said they could install an anti hacking device. For payment they said to purchase a bunch of gift cards for Apple I-tunes and Steam, and they would reimburse me. Does Dell operate that way. When I did a reverse phone lookup, it came up as a Raymond S Romero. Does he work for you? I think you are being hacked. These people talked in foreign accent like Pakistan or East Indian

Service Request: [protected]

I only had this computer for about 6 months and I have a defective Bluetooth. I decided not to send out my computer to repair the Bluetooth for the second time because I am not satisfied with the customer service provided. I already sent in the computer the first time at the end of July and now I am having the same issue.

As a PhD student, I cannot afford to send out my computer and I have to deal with the fact my Bluetooth is defective. In addition, I have spoken with 4 tech support advisors and not one of them showed any concern to my issue. The first tech support agent disconnected with me via phone and I sent him a message to call me back from the screen share. He never called back so I had to call in again. I was transferred three times. After several painful hours of the advisors all using the same technique to troubleshoot the issue, the last advisor set me up to mail in my computer for a second attempt to repair my Bluetooth. When I got to the last advisor, I told him the issue and requested about 4 times for him to read the previous notes of my case. He didnt care to listen to what I had to say.

I worked for Apple technical support for 2 years and I understand the importance of taking care of the customer. You should learn from Apple about how they work with customers. I would recommend to educate your staff on providing better customer service.

Please note, I will not purchase a Dell computer again due to the fact your technical support advisors have no proper communication skills, horrible listening skills, and customer service skills is just the worst.

Nina

We bought this Dell Notebook 6 September 2016 from Takealot, with a warranty of 1 year. The Notebook started giving various problems, from very poor performance (extremely slow) to making beeping sounds while it is switched on. My husband reported the problem more than a week ago (29 August). He spend more than an hour on the telephone following instructions on troubleshooting the problem. Nothing was achieved, on the contrary, the Notebook is now even slower. They said they would phone him again, but he is a teacher, so it is very difficult to reach him during the day. Takealot cannot help us, says Dell wants to deal with clients directly. I also phoned. I really begged Dell just to come and fetch the Notebook, since my husband needs it to be fixed urgently - he uses it every day for teaching. We are not IT people and we are not part of Dell's technicians having to try and fix the problem ourselves. That was already on Friday 1 September when I got the promise that someone would come out. Today is Wednesday 6 September and NOTHING has happened. We are so frustrated. If you only had a branch where we could take this thing to be fixed. If I knew Dell's service was this bad, I would not have bought a Dell in the first place, but I will not make this mistake twice and I will surely advise my friends against making this mistake!

From: "Jaco Smit"
Received: 9/1/17 8:04:23 AM EDT
To: "UKIR_RSA_Basic_02"
CC:"Jaco Smit", "Mariet Smit"
Subject: Fwd: Service Request [protected]

Good day

I just spoke to one of your agents - I am Jaco's wife, Mariet Smit. I explained to her that my husband is a teacher and is not available during the day for phone calls. He is only available later in the afternoons, that is after 17:00 in the evenings. (Today he might be home earlier, 16:30.)

I gave her my contact number: [protected]

I explained to her that it feels to me we are getting nowhere at his stage. I would prefer someone to look at the Notebook and not instructing my husband over the phone what he should do. Time is precious and he already spent a lot of time trying to follow instructions.

Just take note: My husband uses the Notebook everyday, he is a teacher. The Notebook is therefore not with me, but with him during the day. I am however available during the day if you want to phone - I will just not have the Notebook with me.

We urgently need the Notebook fixed and will be really thankful if you could assist us as soon as possible.

Kind regards
Mariet Smit

[protected]

I purchased an Alienware 17 R2 from Dell with a Extended Warranty to cover the laptop with premium support which expires May 8, 2019. Apparently this warranty doesn't cover the battery. Really, the battery which makes this product a mobile device in essence a laptop. OK... so i'll purchase the battery from Dell then. Dell, doesn't have these batteries. So I am not only not covered Dell doesn't even have the batteries. Can I buy the battery from Amazon and have Dell install it. Dell won't that. So if I have someone else open the laptop does that negate the warranty. I am told yes by Dell. So I have 2 years left on the warranty... This is ridiculous and I have never had this much trouble with other vendors.

You can't imagine how bad they are. Everything is extremely expensive. They should work on their product quality, not on prices.
I never received my order on estimated dates, they always send later and never keep their promises. That's not serious for the company like theirs.
And I also want to say about their support. It's just a joke. Absolutely useless.

Name: George O Grant
[protected]
Tyler, Texas 75703
Date: August 17, 2017

Complaint: I have had two multi-functional printer E525w and the iteration of same likeness except for the wifi. Both printer malfunction due to a pulley or gear grinding. I was to told today, that my new printer which is under warranty will be replace by a refurbish unit, not a new unit. I was told that if my current printer E525w malfunction within the first 30 days it would be replace with a "new" printer of like model. This 30 day warrant note is "obscured ". My utilization of this printer is such that what has mechanically fail would not have be apparent. My belief is a warranty mean within that warranty period the printer or computer will be replace with a new machine. Evidently, not so. Therefore, I will no longer purchase any additional computer or printer or other products from DELL. I have be a constant customer of Dell for many, many year. I consider this warrant arrangement unfair trade practice.

George Grant, Customer

I have software problems with my Dell laptop. And today I saw a blue screen. I tried to fix this trouble, but I do not succeed. Power button doesn't work, even though I bought the laptop 3 weeks ago. Then the speakers stopped working as well. I called them and was said that I have to pay for all the problems I have, though my laptop is in warranty prd. Please look into the matter and tell what to do.

Order date 6/26/17
Purchase ID [protected]
Delivery date 6/29/17
Started using a few days after delivery. Immediately ran into problem while trying to log in. Would not accept my password or pin. Screen shows the computer is running low on resources so no new users can log in. Please use an acct. That has already been signed in. Initiated dell support help. Case #[protected]. Numerous calls, emails, fixes by support and a "fresh start" by me allowed it to work for 24 hrs. Locked out again. Refund service says warranty expired. Got a packing slip online from dell, says over 300 days left.
Want to return defective Inspiron 15 model 3567. Serve tag 5CW06F2 Explorer Service Tag [protected] for full refund please.

I have a Dell 2-in-1 Inspiron (model I7353) laptop that I bought in February, 2016. In January, 2017, I began experiencing display screen problems. When I called Dell technical support line they concluded that the problem was caused by a bios update that Dell pushed weeks earlier. The problem was resolved by technical support but it took quite some time.
In July/August of 2017, I began experiencing keyboard problems. Again, I called Dell support and discovered the problem was caused by a driver update that Dell had pushed earlier. I was on the phone with the technician for nearly 90 minutes while he looked up records, talked me through a 5 minute diagnostic, assured me Dell could resolve the problem and talked to a “higher authority” (at least 30 minutes of the call). The phone was dead most of the time I waited for him to do something. Finally, he informed me that I would have to wait for a call back from the “higher authority” but implied the issue would be resolved. The laptop is no longer under warranty but, as the problem was caused by the Dell update, I assumed Dell would fix it gratis. I then received the call back from the “higher authority”, her name is Harpreet (ID 235689), who insisted that I pay $239 + tax to extend the warranty for a year before they would make the repair. I explained my position and, of course, refused to pay.
In summary, I have had two issues with this laptop in 18 months, both caused by updates that Dell pushed. The first was resolved as the laptop was under warranty. The second was not. If Dell updates cause problems my contention is that Dell should make the repairs gratis. Otherwise, Dell’s demand for money is just another form of extortion.

I purchased a Dell laptop and less than 9 days later the laptop crashed. I was not able to reset the device. I called tech support and was advised " you did something to the computer that's why is malfunctioning." I advised the associate I barely used it. He then begin to tell me how much money I will need to pay to repair it. I advised him I will just return it because I am less than 14 days of having the laptop. He responded " let's see how good that will work for you." He was so rude and condescending, I hung up! I returned the Dell and brought a HP.. the service is night and day!

Please let everyone know that Dell is not customer service friendly. I bought my son a Dell laptop because I was told they had good service. The hard drive went bad under the warranty period & they replaced it. I have had it back for exactly 1 week & the hard drive is not being detected so the laptop will not boot. Dell is now telling me that as the warranty is expired (by about a week) that I would have to pay to have it fixed. It doesn't matter that the part they just replaced is bad in a only one week, I will still have to pay to have it replaced... again!
I thought that Dell was a reputable company, but they won't stand by their work. A repair at Dell should last more than 1 week! I work in customer service & if a part is faulty, it gets taken care of. Especially within only 7 days. Apparently their corporate policy is just to push product out & not take care of their customer. I also have a HP & I can tell you that they have stood by their product! I will not be purchasing a Dell product again!

We usually rate Dell products and service very highly as we are happy with your notebooks, monitors, and servers. However we have not been satisfied with your KM636 Keyboard/mouse combo set. We have on 2 separate occasions purchased two batches of 10 sets and most of them have been returned to us with reason: faulty keyboard where especially the 'e' key does not work. This is quite a disappointment as we too were even very happy with the KM632 model. Seems there is only a severe problem with the spec of the KM636.

On 7/11/17 I bought a Dell laptop windows 10. I plugged it in and it began to upload, however, it stopped working within minutes and the mouse would not work. I called the "technicians" in the Philippines and spend 1.75 hrs. trying to understand what they said in their horrible English. They told me to do this and that and I replied over 20 times that the laptop was dead and couldn't do anything, their replies were: mmm... I see... aha... push the "out" key and I asked them where was that key and again I got the: mmm... aha... I see... The next day I went to the store where I bought it. A real "technician" checked out the laptop and told me that they have several complaints on this issue and I was given a refund on the spot. Bring our jobs back to the U.S.A.!

June 3: Sent the following via Dell Support Online.
Office wants a Product Code, and there's nothing in the pitiful amount of paper that came with my laptop. Can you please look up the Product Code and send it to me via email? I really don't like Windows 10 much at all. Like the old interface much better than all those menus. But am stuck with having to use a new system, along with others who share my "pain". The laptop is very nice, as were other Dell computers that I've owned. And I thank you for being one of the best makers. But I wish that there were more paper with instructions packed with these new pc's. Are there other product codes that I may need? Thank you!

June 5: Reply from Ubaid Khan
Thank you for contacting Dell Online Customer care.
We have received your email with reference to the technical issue that you are facing with your Dell computer.
We request you to contact our Technical Support Department at [protected]. (For 24/7 Support) who specialize in resolving such issues.
You may Email them at: http://www.dell.com/support/incidents/Email/Emailtagentry (Mon-Fri, 9am to 6pm CST) Or
You may also chat live with a Tech Support representative by clicking on the following link:
http://www.dell.com/support/incidents/Chat/Chattagentry (Mon-Fri, 10am to 10pm CST)
Thank you for choosing Dell. We appreciate your business.

June 5: Called Support. I don't make telephone calls to get support. Here's why:
Called technical support after trying to do Dell's online "live chat", which kept opening new web pages and none were to chat.
Waited at least 15 minutes for a live person, after trying to tell the damned robo woman what my problem was. Finally said [loudly] "I want real person!" - robo said she was transferring me. Waited over 15 minutes for someone to answer, with a voice telling me what wonderful things I can do on Dell's website.
Finally got India and that kid finally said that I needed to talk with customer care (who are the ones that replied to my email). This took nearly 1/2 hour to get a real person. He said that the paperwork came with the laptop, even tho I told him in my firm tone that there was no paper with a product key in the box the laptop came in. He started arguing with me that I couldn't use Office if it hadn't been registered. I got so tired of his arguing with me. Support peeps are not supposed to argue: "the customer is always right" rule. But apparently he never heard of that over in India. And probably isn't paid enough to listen well. Finally gave up and said I was hanging up.
That's why I don't do phone calls! I've been on the phone for over an hour and nothing is resolved.

June 5: Sent the following to Ubaid after my call to Support.
I'd looked at everything that came in the box for a sticker with a Product Key. Just one found underneath laptop for the Intel Processor. Nothing else!
I called technical support and they transferred me to customer support and that person couldn't or wouldn't help me in this matter. He said that the product key was included with the laptop packaging. It was not, and I told him this but he didn't believe me and argued with me. How could he know it was in with the laptop? I was the person who received the box, not him. I'm very upset and tired of this. I would like someone to find out what my Office product key or code is and send that to me via email. If they cannot figure it out, then I guess they will have to send me a "new in box with all the paperwork included" version of Office.
Here is the information you will need to pass along to a Supervisor:
Order Date: 08/07/2016
Dell Purchase ID: 20056118xxxx
Order Number : 142215xxx

June 5: Received a phone call from a different tech: Neha Bhandari
I gave her the whole story, and she told me that she'd asked the software people to put a file into "My Locker" and gave me instructions how to get into that website. She then sent
the following email...
Dear KIRSTEN,
Thank you for choosing to buy from us! This is your order confirmation containing details and an estimated delivery date for what you've ordered. Once we've shipped your order, we'll send you another e-mail with updated delivery details. If you have ordered several items, they may ship separately and on different dates. To check the status of your order, click here.
Regards,
NEHA BHANDARI

June 7: Received the following from Dell
Thank you for your purchase.
We are happy to inform you that your product is available in your Dell Digital Locker.
Order Information
Delivery Date:06-Jun-2017
Dell Order Number:225358xxx
Customer Number:8702xxxx
Order Details:
Item Description Primary ID
Download - Microsoft Office Home and Student 2016
How to access your Dell Digital Locker:
1. Go to your Dell Digital Locker. Click on the My Account sign-in button.
2. Sign in to your Dell My Account using the email address used at the time of purchase or the one used to assign you your software licences. For questions about creating or updating a My Account login, please see the My Account FAQs.
3. If you are having trouble finding your order or logging in to the Locker, Contact us.

June 7 at 2:53 AM: Received the following email
Your order has shipped!
Once signed in to your locker, you will see your digital purchases displayed.
Note: If you’ve ordered several items, they may ship separately and on different dates. This provides you with faster delivery, at no additional cost.
Your invoice will be available online within 48 hours after your order has shipped.
Regards,
NEHA BHANDARI

June 7 Sent the following to Neha:
Didn’t work. Nothing is in the locker at all, not anything. Maybe I’ll try again tomorrow. But thanks for trying so far!
Kirsten
Neha replied that I should try again, which I did - numerous times - with the same results. Nothing there.

June 9 Sent the following to Neha after logging into My Locker & finding nothing in any of the categories:
Dear Neha,
The download was not in my Locker. I've tried more than once and it's just not there. Can you see that it's not in my locker, too? Can it be resent? Was it ever really put in my locker?
I'm getting so discouraged with all of this. Don't know what to do anymore.
Thanks for your help!
Kirsten

June 12 Received the following from Neha:
Dear Kristen,
Thank you for the reply, and updating me, I am really sorry for the inconvenience caused to you, I have sent an email to software team about the issue and once they will reply back to me, I will update you the same.
I will keep personal follow up, until all your issues have been resolved, if you have any questions get back to me on same email, I will be more than happy to help you .
Your satisfaction is very important to us.
Thank you for choosing Dell. We appreciate your business with us.
Respectfully,
Neha Bhandari

Later June 12 Received another email (from Software Support) saying that my product was now in my Locker. With the same
instructions as the first on getting into my Locker.

June 22 Sent the following to Neha:
Dear Neha,
I'm getting tired of waiting for something to appear in My Locker. Isn't there a manager who will contact the department that
transfers these files into people's Lockers? Why should it be taking so long to get just one small thing done?
If there were a telephone number for the Dell headquarters, I'd call them, but I figure that they'd just give me the runaround.
Am getting depressed, too.
Kirsten

June 26 Received the following from Neha:
Dear Kristen,
Thank you for the reply, and I am really sorry for the inconvenience caused to you, I would like o inform you that, please
follow below steps to find software in locker .
Please follow the below steps once the locker is accessed successfully.
Locate the order number "225358xxx" on keyword search field .
Click the order number "225358xxx"
Once we click on the order number customer will be redirected to a page where he can find the product details and "Get key tab" .
Please click on the "Get Key" tab to get the licence key.
I will keep personal follow up, until all your issues have been resolved, if you have any questions get back to me on same
email, I will be more than happy to help you

June 27 Sent the following to Neha:
I'm so sorry, Neha but there's nothing in My Locker. I tried everything, and there is still nothing in my locker. And when I entered the order number, nothing appeared and I wasn't redirected to any other page. The locker has a "Product Details" but nothing I do works.
I think we need to escalate this higher than whoever you'd contacted.
If the laptop had a dvd drive, I'd ask to have someone send me the DVD set and that would resolve this issue.
Please ask someone in a higher position than the person you'd escalated our problem. There should be someone here in the USA that could resolve the issue if your people cannot do it.
This is taking much too long, and I just can't understand why nothing is happening except that you & I keep emailing each other.
Kirsten

June 27 Neha's Reply: Notice she's finally spelled my name correctly.
Dear Kirsten,
Thank you for the reply, and updating me, that you are unable to view the details, in this I would request to our tech support team at [protected], they can help you and at the same time, I have escalate the issue to my manger and he will get back to you in 24 business hours .
I will keep personal follow up, until all your issues have been resolved, if you have any questions get back to me on same email, I will be more than happy to help you .
Respectfully,
Neha Bhandari
Minutes later, my reply to the above was sent:
I've called tech support, and they transfer me to customer service! Have been there, done that more than once, also.
Kirsten

June 26 Neha's Reply:
Stated that she "needed screen shots so that I can escalate to my manger and to software team as well"

Minutes Later: I sent a few screenshots to Neha.

June 30 Neha's Reply:
Dear Kirsten,
Thank you for the reply, and updating me, with the screen shots, I have escalated the issue to software team and once they will reply to me, I will update you the same.

July 10 Received a "How Was Your Email With Neha?" from Dell's Stellaconnect.
I've not done anything with that. And Neha hasn't sent anything since she received the screenshots.