Dell
Reviews and Complaints

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.

I felt so dissapointed on this product and also on DELL company, I have just bought my laptop for not enough 2 week but my laptop was already broke down for 3 times... The first time is motherboard problem, after settled it for not enough one day I realized that I can't even connect to the Wi-Fi and also Bluetooth because they never install the driver after they changed the motherboard...this time is the Third time for the same issue... I can't start my laptop even I have tried all the methods that DELL told me but it is useless for my laptop. I really don't have the patient to call the technician again to repair it. Please reply my complain immediately. LOOK FORWARD FOR YOUR IMMEDIATE REPLY

My Dell laptop was bought a year previously and did good service but one morning on opening it normally from the centre there was a splitting noise. The right hand plastic hinge severed and the computer lid split into two showing all the works. I am a ninety year old woman who looks after her laptop. It was never taken out of the house, has never been in the sun (to cause the hinge to perish) and has never been dropped or maltreated in any way. I feel that Dell should be aware of this problem which makes the machine unusable. I had to purchase another computer which was NOT a DELL

Bought computer in March 2017. Worked fine until 6/2/2017, at which point a blue screen with a serious error message displayed. I scanned the QR code on that message and was taken to a Dell page that said it "a memory error was detected; a new part will be shipped to you."

That part never arrived. I called on 6/7 and discovered that the dispatch had never taken place. I spent 90 minutes on the phone, pleaded with them to send it overnight since I paid for "next day, onsite service, " and was told that was impossible, that they would ship to me for self-install in 2 days. I asked them to send all new memory (i had 24GB - 2 8GB and 2 4GB), but they would only send one of each, telling me that I'd have to experiment to find the defective ones. I stated that I wasn't willing to do that kind of experimentation and would need a technician.

The next morning (6/8) a Worldwide Tech services technician called to say he had the part and scheduled to install later that day. He arrived, seemed extremely competent, was friendly and professional, but the memory problem did not resolve. He ordered a motherboard.

Yesterday, 6/12, I was scheduled for motherboard install, but a late call told me that the tech was called away on an emergency service call, and would come today. He came this morning, installed the new motherboard, and again the computer would not boot. He explored various diagnostics, conferred with Dell, and advised me that it could be the SSD drive, even though the diagnostics were still reporting memory errors.

I was told to call Dell again to get a new SSD. After being on hold for 30 minutes, I had to join a meeting at work. If my PC does get fixed, I'll have to reinstall all my software, and will need to call various companies to have my license transferred, since I will not be able to deregister on my now dead 3 month old computer.

At this point, I would prefer to simply return the computer, get my money back, and buy a different brand. Short of that, I believe that Dell should send me a new computer. This is a lemon, I've already spent 6-8 hours of my time trying to resolve a hardware issue not of my own making, and will undoubtedly spend that much time again before it possibly gets resolved.

Two problems: I ordered the above (ST# 2H3KHD2) and it (1) arrived without a DP cable; (2) I checked the back of my admittedly older XPS 8100 and found no female plug-in for a DP cable. Thus began my 8 conversations asking for a compatible cable with Dell "Support" in India (I believe, as they all had heavy accents) during which I was disconnected twice, hung up on once, and did not have my questions addressed but once and even then I had to insist on an answer to the question "Is my monitor compatible with my XPS? All anyone wanted to do was give me the next person's telephone number. I won't waste any more of your or my time as I am certain this is a common experience. I must think twice before ordering anything from Dell in the future.

I purchase a dell inspiron on may 2, 2017. dell purchase id [protected]
Through sales representative marco angelo d quintana [protected]. I was quoted $919.53 for the laptop which would include microsoft student. the sole purpose of this purchase was for schoolwork.

I receive my laptop and lo and behold it does not contain any software in which I paid for. what purpose does a laptop with no word processor serve for a college student that needs to type assignments? should I just sit and stare at the beautiful computer? yeah, that will certainly help me get a passing grade.

I call up dell and get transferred to a representative. she asks me to send her the chat log where the represented stated he would include the microsoft student and office software. I provide it to her and she agrees that I was indeed promised this software. she tells me dell would be sending me a coupon within 2 days covering the cost of the software.

3 days pass and I receive nothing. I speak to another representative to assures me I would get it in a day.

I receive the coupon and it is faulty and does not work. I call dell again and get passed around like a hot potato. most of the lovely indian representatives were pleasant. I did, however, receive one rude, arrogant _.

I hang up on him and call back and speak with another representative who tells me there is nothing she can do and they need to assign me a case manager.

I am not over 1 week with a useless computer and precious time without being able to complete an assignment. I should not have to pay for software which I already paid for!

I purchased this laptop from Best Buy on 11-3-15, now they are saying it needs a new battery and they will not replace, to take it elsewhere. This is a home laptop, NOT used for business, personal use only. Why isn't this covered? I also purchased the Geek Support when purchased laptop, No more than this computer is used battery should not need to be replaced. Cell [protected] Home [protected] e-mail: [protected]@centurytel.net

I just bought this XPS 8910 computer and it is still under manufacturer's warranty. I recently called your tech support office after one of my 10 USB ports stopped recognizing my off brand mouse and keyboard. I explained that after uninstalling Norton and rebooting, the CPU stopped recognizing my devices plugged into that 1 port on the rear. The 1st tech person hung up on me after about 30 minutes abruptly. The second wasted 45 minutes of my time, then told me this was a software issue and wanted to transfer me to an agent that would charge me money to fix the issue. I then told the agent no and hung up on him. I then took matters into my own hands, went to the Dell.com/support site, did a full scan for problems, and it detected an issue with "USB Controllers-AS Media USB 3.1 Extension Host Controller 1.1 error WPE01-E92." I then went into device manager, right clicked on that host controller and updated the driver (it fixed the problem and all the devices now work). Your tech agents should have known how to do this instead of wasting over an hour of my time and then wanting to charge me. This was not a software problem, it was a driver problem where somehow the driver got uninstalled or corrupted. You need to test your employees for their knowledge of such a simple fix. Needless to say, I don't have much faith in your support team any longer.

I went to the dell service centre @ Bhilai India. The service they provided me was the worst ever. The service (Front desk personnel) kept telling me lies and told ME to download stuff because they had to close their store. He blamed the problems they were facing on me telling me petty things like your email address is faulty. You must have 'Shook or thrown your laptop' that it's not working. They placed a faulty hard drive first and the second time when I asked for a warranty card. He denied it. He was rude and arrogant and made misleading claims. I called him to ask if I could come pick it up and he said yes and after that I had to wait two hours there. And even then he was refusing to fix the problem and when I yelled and told him that I will write a review it was only then that he did the work in 5 mins. I wasted five hours in that store and he has no regrets. He kept being rude and put the blame on me. He still has t provided me the warranty card. And the bill he gave me doesn't carry any details whatsoever. Kindly help

Ordered a laptop, wireless mouse and MS office subscription on March 14, 2017. Dell indicated delivery date as March 17- 21, 2017. Mouse and software arrived on-time.
However, laptop will not be delivered until March 27 or 28. This delivery information finally available on March 23, after several unsuccessful attempts from March 21-23 to determine status of laptop Order No. [protected].
Although request made to ship urgently, laptop is still being sent with normal 3 business day delivery time. Agent offered a discount for the late shipment and inconvenience.
Have been a Dell purchaser for many years. Very disappointed with service level on this occasion.

3/15/17 — so you have been hacked and the hacker got my phone numbers (Name, cell and land line). I told him to stop calling on the first call today but then he began making calls every 15 minutes. Dell's name and 1-800 number are being used for these harassment calls [protected]). I would like to have an explanation from a corporate officer in round rock. How did this hacker get my personal information? Please pass this along to michael dell, ceo. I ask that you not pass this complaint off to your outsource agents in india or the philippines - I have already talked to them.

I had my dell inspiron repaired last year. Your service request
Sr#: [protected] I was very happy with the service and the price. However I have started receiving, relentless, harassing calls from an off shore location to buy a warranty. I have told them I am on a do not call list. I told them I was not interested. I told them not to call back. This started in january 2017 and I am receiving multiple calls several times a day. Twenty minutes apart. I have blocked some of the numbers for example I had 16 blocked calls on 1/17/17 from 10:03 am through 6:52pm. I am reporting violation to the do not call list as well as the indiana attorney general office as harassment. Please remove [protected] from your robo call list asap. I also reported it to your manager in technical support anita nathawat: and asked her to forward to the department who would be able to stop the calls. No response.
Thank you
Dawna conner-burrin

It is now February 18 2017; I ordered a laptop on February 11th with (paid)expedited delivery for February 15th. I just had 50 minutes last evening with three people - Dell customer service, Dell verification department and then the Dell order amendment team. I ordered through UOP because I work for them as faculty. My boyfriend paid for my laptop and software with his card as a Valentine's gift. We both live in the USA, I have for 40 years and Paul since birth. We are both USA citizens. They are holding our product in the Dell export department for validation that we are not going to sell my laptop overseas. I need it for work here, in the USA. Why would I sell overseas? What stopped the order? They do not know and neither do I. We both have the same address in Arizona. I could not be transferred to this department. Dell amendment department told me they don't have the phone number of their Export department; nor could they copy me on their email to them. The department would have to call me. Needless to say, 9 hours later and no call. In fact, there was never an email or call with the courtesy to say why my order was on hold in the first place. Very disappointed. Happy Valentine's day to me!

I bought a Dell XPS laptop computer back in November. I received this computer in just before Thanksgiving and it was broken. I spoke with a Dell computer support and they could not fix the problem with the Wifi connection and ordered me a replacement computer. The replacement computer had the same issue so I contacted Dell back and told them I am returning both computer and accessories back to Dell and do not wish to purchase a different computer. Both computers/accessories were returned late December. To this day they keep calling and sending me a bill for a computer I do not have. I spoke with three different customer service representatives just last Friday, Jan. 17th who could not help me resolve this. Today, I returned the bill they sent me along with proof of documents showing returning the computers. (case# [protected]).
It's really too bad Dell there are so many issues with complaints as I have never had this issue with the laptop I bought from your company a few years back. You've lost my trust.

Quite simply this has been the worst customer experience of my life. I have spent hours of my time chasing and being transferred from dell department to department, representative to representative. Dell has delayed the process at every opportunity. Community beware do not believe any timeline or excuse they give-all have proven to be untrue. Complaint escalation process is a farce. If I treated my clients like this I would be out of business.

On Dec 11, 2016 I ordered a laptop for a Xmas gift. As of Dec 21 item was still not listed as shipped. I have emailed Dell with numbers they requested and was told my numbers are incorrect. I've called and been told I'll receive between Dec 16 and Dec 24. Today I was told I'll receive item Dec 23, but item still isn't listed ad shipped. It's obvious Dell doesn't know what they're doing. Last time I use Dell.

My 3.5 year old XPS8500 hard drive failed. I contacted Dell 12/09/2016 about options on hard drive or system replacement. The decision was to do a system replacement. I asked about a black Friday add (Inspiron Desktop Core i5 processor and 1T hard drive) and was told that price could not be matched but he could offer 4 years hardware and software support for free. Not bad and we did the deal. I never received a conformation email that day. Later that night I searched for the order and found that and AMD A8 processor had been specified in the build. I logged a change order to correct the error. On 12/12/2016 I contacted Dell to explain the error and have it corrected. Was told that I would have to cancel the order and re-order. I immediately chose to cancel. After receiving the cancellation order it became clear to me that this was not "good practice". My "free" support turned out to be $340.27.

Premium Support with Onsite Service After Remote Diagnosis, 1 Year 1 $5.00

Premium Support with Onsite Service After Remote Diagnosis, 3 Year Extended 1 $70.00

Premium Support, 4 Years 1 $144.00

Accidental Damage Service, 4 Years 1 $89.00

McAfee LiveSafe Consumer 12 Month Subscription 1 $32.27

This is not acceptable in any business world. It is outright fraud.
My customer number is [protected].

They overcharged me and added an item I didn't order. Then after numerous times talking to people who either gave me the runaround or flat out lied, (they kept asking me to re-instate the order) I got half the order cancelled and the other part is in limbo as are my funds. I am a disabled Navy veteran on a low fixed income. and this fiasco as seriously screwed me. HOW DO THESE A-HOLES STAY IN BUSINESS?

I called Dell technical support and for over an hour I and others listening via speaker phone tried to understand what the foreigners on the other end were trying to say (What a joke!). They did say my laptop was under warranty, which was no surprise since I only purchased it 8 months ago to play games. When I told them I was playing a game when it went out they then said it was the games fault "SIM CITY 4" that caused it to crash and not the laptop (So, what is the laptop suppose to do but turn on and make a pretty picture for me to look at and woo over... I think not). "BUT" no problem the foreigners in the Philippines said, even though it was the game that destroyed the inner workings of my Dell laptop, they (more like I and my friends) could get it running by doing the following. Please note all the "I"s in the procedures because there is no they (DELL techs/customer service or whatever you want to call them) helping out until the end.

1). (I) needed to locate somebody's laptop to download software from DELL.
2). (I) needed to transfer this downloaded software to my DELL laptop that had crashed.
3). (I) needed to contact customer support again and get somebody who can understand English up to speed on where (I) am at in resolving my warranty problem.
4). (I) then needed to follow their installation instructions (if I and my friends could understand them) and see if this resolves the problem.
5). IF after all this it still does not work then (I) would be instructed on what the next procedure would be.

In closing, I asked them countless times if I could just return my laptop to DELL for repair since it was under warranty and they always said NO! It was the games fault for my laptop breaking. Therefore, I and my friends guess, it is DELL's way of getting out of warranting its products (blame it on a game or some other software for its poor quality product). Stay away from this company! Bad news! They are like insurance companies. They (DELL) offers you much but in the end only gives you headaches, disappointment and money out of your pocket. In my case, $287.09 to be exact.

I have purchased a Dell computer and it was about six months ago. It worked fine, sometimes was slow and made a lot of noise, but in total I was pretty satisfied with it. But one day something went wrong. I got a blue screen and felt a strange smell which came from my computer. I immediately turn it off and next day took it to the Dell store. I had two year warranty and I was expecting them to fix it, but they refused to do anything. They said that there were serious damages which my warranty did not cover. I had to pay extra money for the repair service.