Dell
Reviews and Complaints

I have been unable to use my Dell gift cards for purchases. Starting Jan of 2008, I started to gift myself a $100 card a month. Some were E-Cards ($600), some were Hard cards ($1200) sent in the mail. All have no expiration date.

Around Dec of last year, I didn't receive my card in the mail. After two hours on the phone getting passed on from person to person, I finally hung-up and called my credit card company and canceled that charge. I continued to buy cards till I had $1800 of them.

Then I decided to use one... and that is when the trouble started. I took me over a week, hours of waiting on the phone, etc till they were able to correct the E-Cards. They assured me the other hard cards would work.

Two weeks later, when I decided to use the hard cards, I was able to use 2 of them and place some orders. Unfortunately, the orders went through, but the cards were later invalidated and my orders canceled. It seems they were invalidated by Dell. One order I was not notified, the other I received an email. After speaking with Sales, they were going to contact Dell Card Service and correct the problem. I also called Dell Card Service and asked them to follow-up with Sales. Neither of them did, although they said they would.

That was almost two weeks ago. I have called daily, e-mailed daily and generally gotten nowhere with Dell Gift Service (they say their tool to fix the problem is broken) and Customer Service.

Now, I go to check the balance on the remaining 13 cards at Dell's website, and some show invalid, some show $100 original balance. Unfortunately, the ones with a balance do not go through when I try to make a purchase. There is no expiration date on this type of card, yet they show as invalid.

I average an hour a day and have used all my lunches and breaks at work trying to resolve the problem. Those hours have added up to days, many minutes on my prepaid phone, and still no resolution. The managers I call are often there on site, but let my calls go to voice mail after holding for 20 minutes or so. Often I am passed around and then disconnected. I have told this entire story to dozens of Dell employees (Sale, Service, Gift card care).

Several employees promise to call back the following day regardless of the outcome, and have not. These people owe me for my time, my minutes, the sales discounts I was unable to use, and finally the frustration of getting the runaround. Why does Dell treat their loyal customers so poorly?

In June of 2007 I purchased a computer for my son for Graduation from Dell and set up an account. At the time I had a credit limit of $6000. The computer was under $3, 000. Over time we made the payments on the account. Suddenly last summer my balance jumped from $2300 to over $6000. When I called and inquired as to why, they responded that I had purchased a Widescreen Sony TV and various other items on my account. I filed a dispute, but they could not tell me where any of the merchandise I supposedly ordered had been shipped... I they have since turned me over to collections and I have spent months faxing them my dispute, additional correspondence back and forth with still no resolution... just annoying phone calls from their collection firm. HELP! Do I need an attorney?

Thanks,
E Powell

In February I purchased a laptop from Dell. Within a few days I began calling Dell because the computer was defective. I was transferred 13 times on one call, called over 20 times, each time I was connected to someone in India, who transferred me to someone else in India. While I was on hold, a recording told me that for an additional fee I could speak to someone in Northern America.

After I was cut off the last time, I gave up and sent the computer back to Dell with a letter explaining my frustration with their customer service and requesting they not send me a replacement.

Then I began to get statements and dunning phone calls from Dell Financial Services saying I owed them the cost of the computer. I wrote them several times and told them I didn't have the computer, they did and I owed them nothing. Last month I spoke to a customer rep in Financial Services who actually called me back and told me she had resolved the issue, my balance was zero and I would not hear from Dell again.

Last week I received another statement and Friday I got a dunning phone call. I called Financial Services again yesterday. I got a rep who could not think or speak anything but what was on her script. She continued to tell me I owed for the computer, I kept telling her they had the computer and have had it since February, she would go right back to script and asked me if I wanted to make a payment. I gave up.

Today I am writing the president of Dell because I cannot believe the level of customer service they have. It is outrageous. I am enclosing a copy of my return receipt for the computer signed by their employee on February 25th.

If anyone has suggestions who else I can write to I would appreciate it.

i started to rent this laptop when 1-week later i called to complain about it not working right so when i was the phone with this guy after being on hold20min he came back on a told me that it wasnt there problem and that i would be stuck with it and hung-up well knowing that i dont have money to be throwing around like i waited and called back after cool heads but that was big mistake and the asst manger started yeling at me on the phone so hung-up went in, the next day and asked them to fix the problem the gut at the counter litterally ripped from hands and we will get to when we can and laughed the lady told me next it would be ready so i called and they told me that they have to get knew disks order, the guy in the back ground was laughing loud saying curse words about i ll get next ######ing year and that i would just to have to deal with it so this lady said that it would be next week before they can get around too even checking on disk.so i called the following week after i went next door to rent from rent a center (which by the way is cheaper and better)!and so 2-weeks go by and they call me to tell me its done and so i go to get it and i asked the lady if they were going to credit me the two weeks for them to have it and she tells me HELL NO AND THAT I BETTER NOT BE LATE WITH THE PAYMENT OR THEY WILL COME AND GET IT and charge me double too get for being a pain there side, wow i just dont know how they can get away with that [censored].i bet the company could care less, because their independtly owned BS BS BS -evans, colo

I spoke to Dell about my new laptop that was running slow. They informed me that a program they sell will spped it back up. It's called PC Tuneup and it's forsale on the Dell webite. When I went to purchase it, it redirected me to Iolo.com web site to pay for it. So I did. I installed it and then ran it. It took about 2 hours and then it needed to reboot my computer. After it shut down it tried to reboot and it failed. So I tried safe mode and found out now my Microsoft folder was coruted and andything that was microsoft was now crashed.
I lost alot of files, personal pictures of my friends that was sent to me from Iraq that have been killed in action. (can't replace those pictures or emails.)

I spoke to Dell and now I fined out that this Dell PCtune up program put out by Iolo.com is in fact not compatiable with the operating system that came with my laptop from dell. (Vista 64bit) and they have recieved 100's of complaints to this efect.
Case Number CAS-636300

I have been in contact with Iolo.com and they deactivated the subscription and said I would recieve a refund within 24-48 hours since I paid with Pyapal. That was 2 weeks ago and still no refund.
I called Iolo.com again and spoke to someone else and gave them the case number and they informed me it was escolated to a manager last week but still has not been autherized for a refund.
RECAP they took my money killed my computer, deactived the program so it can't be used again and havn't got around to returning my money sent to them via paypal.
I NOW ASK ALL WHO READS THIS TO NOT BUY ANYTHING EVER FROM Iolo.com AS THEY WILL KILLER YOUR SYSTEM AFTER TAKING YOUR MONEY. SPREAD THE WORD THERE CROOKS

On April 1 2009 I placed an order for a laptop computer online. The next day I received a order confirmation stating the computer will not be shipped until the 28 April. I immediately e-mailed Dell asking to cancel the order as I didn't care to wait for a month. I received a reply saying the order was on hold and to confirm that I wanted to cancel. I replied to the e-mail confirming the cancellation. This all took place in the first 24 hours, my next e-mail from them stated that they couldn't cancel because the order was in production, however, I could return the computer within 30 days and get a refund. After fruitless e-mails with the same reply I tried calling Dell's help line... After being routed through several people who just kept passing me to the next person they hung up.
So it looks like I'm stuck waiting for a month for a computer I need now. So remember this, if you place an order you will get stuck with it. If this posting saves one person from visiting Dell Hell it was worth the effort

I bought a computer, printer, the works for my sister more than a year ago. Last weekend, "sister" called Dell to get service on her computer... paid $50.00 to have it fixed thru internet access. She tried it out, still not fixed. call tech support back, they wanted $50.00 more. She didn't have it..they offered her a line of credit for $4, 000.00 using HER SS# and Name.. she applied for it. Tues morning I received a call (not my sister) to verify that I(not my sister) was trying to open a line of credit, I told them no.. they said that they will report it as fraud and deny the request. I said I wanted the contact information of the person who is trying to get credit under my name including their phone #. e-mail etc. so that I could report it through the police department. They REFUSED to give me that info saying that I would have to get a court order for them to release that information... I spent the next 5 hours calling credit reporting agencies. called Dell back... told them I had a right to know who was attempting to get credit under my name etc.. was transfered from one dept. to the next... having to explain over and over again... continuously told that "this" dept doesn't handle it or that I was not entitled to that information.. Then last night, my sister called and said she was having trouble with her computer and told me she was waiting to hear from Dell about HER new line of credit? I told her what I just went through, she then forwarded to me the two e-mails sent to her from Dell that clearly show HER NAME, HER ADDRESS etc... however, my name was populated (old address, old phone #, old information from when I bought the computer for her, no longer valid) in certain areas too. Clearly, the technician used the purchase information to populate some of the fields and used her information to populate some of the OTHER fields.. my SS# was NO WHERE TO BE FOUND... needless to say, this was a huge mistake on the part of Dell... I called them today... another 3 plus hours... I complained about my entire day being wasted due to their mistake which could have easily been taken care of by Dell telling me who else was involved in the transaction... All of it was plain as day.. STILL now 2:40 PM Wed.. my sisters computer is still not fixed., HER request for a line of credit to get her computer fixed has been marked as fraud which it shouldn't be.. since she gave her info to obtain credit... we don't know what to do to get service. Thus far, I have spoken in the order I have spoken to them; Anny, Anise Rose, Amanda, Anise again, Aradia, Rakesh, Cathy, Jake, Alex - supervisor, Roz, Jack, Richard, Amanda again. May, Joel, Harry in Tech support who was trying to get me through to his supervisor and did, .. put me through to Greg who was clearly eating and talking at the same time... I told Greg, I can't understand you.. mumbling.. speak clearly.. which made him mad so he transfered me into the automated system without saying anything.. just chewing on his food... then Lageshwari.. who couldn't help me at all she said and proceeded to transfer me again... 8 plus hours in two days.. transfered more times than is imaginable, I'm so upset that I began swearing which didn't help.. what do we do? I even threatened to contact the Better Bus B., to no avail.. I'm so stressed out right now... it is actually good medicine to sit here quiet and type out this complaint... Dell, your customer service it absolutely terrible.. I have bought two complete desk top computer systems from your company, printers, scanners, etc... NEVER AGAIN.. my sister still awaits help with the computer I bought her.. There is no excuse for treating me the way I have been treated. I am actually tired and plumb out of steam from trying to straighten out this situation. The only thing now to do is file complaints about Dell Financial and Dell.com to everyone imaginable.. I warned you and you just kept transering me.. HOW RIDICULOUS!

I bought an Inspiron 1520 14 months ago. Early on I noted that the adapter dell sent would sometimes slip out if the laptop was touched. Then at 6 moths I started getting a message on power up -"AC adapter wattage & type cannot be determined". Two weeks later the battery was drained and the system wouldn't recharge it.

I called Dell and asked for a new adapter as I felt that slipping out and "adapter type be determined" message I got on power up meant the adapter was faulty. Dell absolutely refused to replace the adapter even though it (as turns out) Dell KNEW it's adapters were causing MAJOR pc damage. The pc damage caused by Dells faulty adapters is HUGELY profitable as Dell has been using it to sell extended warranties, new batteries, new adapters, and new motherboards to customers. Thousands have been affected by this scam. There are class action suits yet Dell has made no official recall or admission.

These faulty Dell adapters that can't be recognized by your new laptop will eventually cause your battery to be unrecognized by the pc. And the battery will most likely need to be replaced in a matter of months. My 14 month old laptop is on its 3rd adapter, 2nd battery and 2nd motherboard. All because Dell was sitting on a truckload of adapters they knew had serious design flaws and shipping them out with new computers purchased Dell KNOWINGLY sent these adapters to new buyers and as replacements to anyone under warranty.

http://www.laptop-junction.com/toast/content/dell-ac-power-adapter-id-chip-died

http://getsatisfaction.com/dell/topics/_the_ac_power_adapter_type_cannot_be_determined_your_system_will_operate_slower_and_the_battery_will_not_charge

http://chaotictech.wordpress.com/2008/06/19/review-dell-refurbished-adapter/

I have been receiving a phone calls from annoying indian voice 7 time a day. I have told them that I do not owed from Dell I have paid off my remaining account balance last August of 2008. I have told them that the amount they are trying to collect was a refund check that I mailed it back last November 2008. I made a payment for my husband Dell account for $70 last Oct. 2008 I dont have the billing so I just reference his SS# on the check memo, however the Dell applied the payment on my dell account which has zero balance, then I received a $70 refund check from Dell. I contact the Dell to apply the payment to my husband account because thats what the payment for, They finally applied the payment to my husband account, so I mailed the refund check back saying that I'm returning the attached dell check refund $70 along with my billing please write off the $70 balance on my account. I thought that was the end of it...but they never write off the balance on my account. I have send 4 follow up letter to resolve the issues but never gotten a reply, I been fighting with them since December to present. I'm so frostrated I was being harrass on the phone by the dell collection for something that I did not owed. Now it's ruined my credit I'm thinking of filing a complaint to state attorney or file a a law suit for distorying my credit, now I can't get a mortgageloan due to this. I don't know what else to do, is any one there has a suggestion on my problem.

I hate those people from the protection plan. They don't understand how to cancel the fee. Don't they understand the meaning "cancel"...geeeezzzzzzzzzzz...you people are giving too much headache...

Please read below!

This is my reply to their uncaring response.

This is the response I get from Dell after explaining my problem. Surely you can reference my dell account number that I filled in or my name and address but since you can't my customer number is xxxxxxxx, xxxxxxxxxxx equipment sales.

wouldn't a call have been more appropiate? This is the lack of customer concern I am complaining about.

Dear John D Moore,

Thank you for contacting Dell Online Customer Care.

To protect your data privacy, we require a Dell identification number. This can be

found on any communication you have received regarding this order.

A Dell identification number can be an order number, customer number, service tag

number, express service code number, case number, or DPS number. I would request you

to provide the name on the account as it appears on the original order documents.

Please get back in touch with us once you have located this information and we will

be glad to assist you.

Sincerely,

xxxxxx xxxxxxxx

Rep ID xxxxxxx

Dell Online Customer Care

http://support.dell.com

When corresponding with Dell, please include your order or customer reference number.

Original Message Follows:

------------------------

* * * PLEASE DO NOT CHANGE THE SUBJECT WHEN REPLYING * * *

*** This is a feedback Message from the Dell Online Communications Center. ***

******************************************************************

Customer Information:

***********************************************

Requesting Organization(Empty for DHS) =

Name = xxxxx

Customer Number = xxxxxxxxxxxxxxxxxx

Requestor E-Mail =xxxxxxxxx

Contact Phone =731-xxx-xxxx

Service Tag =

Case Number =

Order Number =

Issue Category = Other Question not listed

Year Of Birth = NA

***********************************************

Ship To Address:, -

Bill To Address : xxxxx blvd

jackson, TN 38301-

***********************************************

Problem Description:

20th January 2009 Letter to Dell computers concerning a very unfruitful and

disappointing Christmas for my daughter Rebecca.

To whom it may concern:

I ordered my daughter Rebecca a laptop for Christmas with a protective sleeve. I

received the sleave within a few days. Her laptop, is however, a different story.

Dell sends me a delay notice, and I assume it's just the holidays and I prefer dell

computers, so no big deal, I'm in business and delays happen. I tell my daughter

it's on its way and not to worry. Today is the 20th of January and when I call, I

find out my order is canceled due to a credit hold according to customer service,

who refers me to the credit department. The credit department doesn't know what I'm

talking about and that my account is fine with a balance of $21.84 and an available

balance of $4, 333.82(out of $5, 000.00) and is very willing to transfer me back to

sales so I can reorder the laptop that I DID NOT CANCEL. This is rediculous! I

have had to cover for your company(DELL) to my daughter for a month telling her

everybody is busy and delays happen, but the lack of concern is unbelievable. I

received the bill for the sleave but did anyone wonder what was suppose to go in the

protective sleave? No! You deducted the amount of the laptop from my available

credit and You canceled my order for no reason and no reason was sent or stated

anywhere on the email(it did say it was reordered but I had to search for that by

checking the additional orders link, but customer service said it was on hold? and

the credit department said it was canceled?). If I had not called then I would

still be making excuses for Dell to my daughter, who wonders why she was left out at

christmas. This may not be important to Dell but as a father it is very heart

breaking to know that your company is aware that these could be christmas gifts and

you would figure that somebody would take a little special care at this time of the

year. Times are tough and this was her only gift and now that I just told her the

truth, well you can only imagine how I and especially she feels, oh wait, you

propably can't because if you did I would have gotten a notice of regrets and not a

cancelation of order on a delayed notice. Delayed means; on it's way, NOT

CANCELLED. I just thought I would outline this fact for the person who sent the

email. I thought I was a valued customer, but I'm sure now that other people live

by this same illusion.

I have not used any other brand since my first Dell that I purchased. I have

never had many technical issues and love the product. I have 7 Dell computers at my office and I know of at least 10 at our other associated offices. I have defended your product against recommendations of HP, gateway, toshiba and others and have always remained faithful. I find the above facts an outrage considering the current facts at hand. The economy is

rough enough for small businesses and families without large companies deciding to be inconsiderate at christmas. I assume this was an over sight, but really, you remembered my bill.

I have not decided whether I will continue to use the Dell product, I like it but feel that it has lost the respect for it's customers who support it so well.

Dell has the most ridiculous 21 day return policy ever.
First of all, the 21 days start from the "ship date", so if your package is traveling to you for 5 days, you now have 16 days to try it. Add to that a couple of deliver attempts (my case), and you lost 10 days already, BEFORE you could try the damn computer. Now if you were silly enough to buy it as a gift for someone else and they use it for a bit over a week, you are OVER the 21 days. Now you are on your own because Dell keeps referring to the "policy" and there is nothing they can do.
Moral of the story, DON'T BUY FROM DELL.

Don't trust such emails!

Ref: dph600014481
Batch number: bn146-7

Dear winner,

As reflected in our first e-mail to you, this promotional program was
Putted on-line to award prizes to winners all over the world, this program
Is sponsored by dell promotion in conjunction with the middle east asia
Program to give out grants to winners worldwide.

A lot of people have benefited from this online program, with winnings
Ranging from $50, 000 and more. this year's program has been designed to
Give out lump sums to fewer individuals and corporate winners. you have
Won the lump sum jackpot of $720, 000. 00 (seven hundred and twenty
Thousand united states dollars).

You are to provide the follow for your winning to be filed out:

1. your full names...

2. your full home / office address...

3. country...

4. direct telephone/fax numbers and email...

5. age...

6. sex...

7. marital status...

The above detailed information will be absolutely necessary for the
Processing of your payment cheques, drafts or wire transfers through our
Clearing house here in dubai

Note: that this winning is valid for 2 weeks and failure to issue claims
After this period will automatically void your payment. remember to quote
Your ref & batch numbers in your future correspondence.

Congratulations and we look forward to hearing from you soon

We once again say, accept our hearty congratulations,

Mrs. ruth anderson
Online co-ordinator

When I get old enough to know when I'm doing the right thing or not I'll let everyone know, "Buying through Dell" was not the right thing to do. I was surprised by the ease in which Dell made me a preferred account holder. In less than 30 seconds my 640 credit score was all they needed. They spoke of the "expierience" in ordering was very worthwhile and I must say it was ! For only 32 dollars more I was into more of this or that and before long my 600 dollar computer was near 1590 dollars. This was all for only 36 dollars per month and no interest for 18 months...Well that was fine for 18 months then I was reawakened by the Dell "gotcha scheme" .In that it was for 18 months I paid no interest but only had 18months . In the 18 months the computer was gathering interes at 25+/_ %. I was to have paid this baby off ..but heck for 36 dollars i'll just let it ride...Wrong century to make that fine judgement call. It was a deal from the Devil himself. For at the end of that time I now owed on top of the original cost an additional arm and leg. All with 26.7% interest . Now my payments are set at 50 per month or so they have been for the last year. My statment today after nearly 36 months of ownership has announced that I own a computer that is inoperable but has an acount that is about 10 dollars more than the date I bought it ...How you ask..Wait theres more..in the past i sent a payment in early via the computer ..my reward was a charge of $9.95 for my efforts. I called the next month that was 13.00 the bank draft system i set up 5 times has not worked yet. I get the feeling that Dell has a alpha numerical mix match in their name .Instead of the fourth consant for a first letter they really should use the 8th..an explination is not required. With this last gesture of arrogance I speak to all of you who think to use Dell as a computer and say..."MAN---GET---AHOLD----OF-----YOURSELF"
It's not to late to do something about that irrisponsible act your going to commit. " Please Dell let my people go..."...It is with remorse I post this a dying, withering, yes sucked to death buyer of a Dell..

I have had Dells for over 10 years, and have bought one an average of one a year. I decided to buy the Dell Studio 1535 laptop which was the new stylish line, I didn't want the XPS laptops because they hadn't updated for a while. That's when my problems started. I received the laptop only to notice there is a design flaw with the USB Ports. The left side of the laptop is not identical; one of the ports middle pieces is shorter so you have to force the usb drive in. The computer wouldn't correctly start up when put to sleep. So I called Dell Tech support and he said you can fix it or return it since it's so new. I said I'll return it and wait a little bit till they worked out the bugs, and he transferred me over. The Dell return specialist said oh no why don't return it we can fix it will be fine. So they changed the motherboard, a couple weeks later I would have hissing sounds from the speakers. I had to learn to play with a lower sound level due to the speaks not being able to play loud enough sounds. A keyboard was replaced due to a button falling off and not able to put it back on. The mouse occasionally stops working, so you can't move the pointer correctly. You have to wait a little bit for it works. Occasionally the computer goes into sleep mode, and when you press the power button it doesn't turn on, just you hear noises, and the only way to get it to work is pull the battery. My final problem has been for some reason, when you turn of the computer the clock stops working, both on the os and bios. If I leave the laptop off for a day it turns off for a day. The cmos battery was replaced and still occurs. Dell tech specialists have done a 10-15 software repairs no luck. And if I lose connection with one, the new tech wants to repeat all the steps. I mean how many times can you install the same bios? To make sure it's not a software issue dell had me wipe the computer and no luck. So now I am sending a laptop to the dell tech depot to be looked at? Oh yea somewhere with all these changes the control buttons for the sound and other dell buttons have stopped working and do not light up. Also now my computer squeaks when you adjust the screen position, due to the multiple things that have been changed. I remind a dell tech support that I had a choice to return it, and was talked out of it. They remind me I'm past my return date, and if there are continuous problems, not to worry dell will keep fixing it for 3 more years. If you keep repair a computer, eventually you risk causing other things to break. I have never had to call dell about a computer more than once a year, Dell's quality of products has greatly diminished, and I am hesitant to ever get a product from them again. Tell me if you were in my place what would you do? Oh yeah I called dell to remind them of the return specialist who talked me out of returning the computer when it first failed, the tech coming from India didn't get what i was saying, put me on hold then hanged up on me.

I contacted Dell in Septmember to purchase more memory for my Dimension 8200 desktop computer. They told me that I needed to buy either ONE 258MB or 512MB Axiom Memory Card. I had to think about it for a few days since this was a lot of money and a few days later ordered it on line. I followed the online route to determine that I needed to purchase either the 258MB or 512MB card. I decided to purchase the 512MB card and the total cost came to $350. At the time I didn't notice embedded in the fine print is a 21 day return policy. Long story short, it's now February and I decided to finally install it (I'm not a computer expert) but opened my manual and was surprised to see that it states memory cards must be installed in pairs. I immediately called Dell and tech support told me that I can install just one. After 3 hours of being on the phone with multiple Dell tech reps finally the last one told me that I needed to install the memory in pairs and would I like to buy another card. I said "no" Dell made the sale stating that only one would be required. He said that he would transfer me to customer service for a refund. When I got to customer service they told me, sorry the 21 days is up. I explained to them that there was total misrepresentation of the product that was sold and all that they kept repeating to me is that is why they have a 21 day return policy. Unbelievable! They acknowledged that the product that was sold to me cannot be used unless I buy two of them (neither the sales rep in September or their website indicates this...both the sales rep said I needed one of them and even the website states 1x) but it doesn't matter...that's what the 21 days are for. This company is misrepresenting to customers.

As always I am left pondering these questions "What is the meaning of Customer Service"? and "Have the job descriptions changed"? or "Is it a language barrier"? OR "Do they not give 2 ***** about the customer"?...I have opted for last thought...just not caring in any way what so ever about the customer. Those days of "Hello this is Dell Customer Service" are long gone...the days when I could have my call answered in English...in 2 mins or less...and with the same enthusiasm that I used to have on the best date I ever had...but NO...that is much too much to ask...not from DELL...oh NO...Somehere in between my 12th person that I talked to today who kept passing me around like the only woman on an island of Men...I realized...in stark reality, that my computer problem was never going to be fixed by Dell...I realized that the commercials were worthless garbage...I realized that other than the Awards that they were giving out for exemptional Customer Serive in India today (as I was told by the 10th representative because of the noise in the background) that I was getting nothing from DELL...that no matter WHO I talked to...short of the CEO which is getting a letter that won't be answered I am sure... is next...that Customer Service at DELL is without a doubt in the same sad category of all the other companies that decided to leave people standing in the unemployment line in America for the sake of saving a dollar...and in the meantime...the customer gets abused by non-caring people that don't even live in the same country. I realized that DELL is no better than the people at the bottom of the mountain when Moses came down with the 10 commandments...but what do I know? I only spent days on the phone with them...all laughing in the background like I said, while I pleaded with them...like a fool to listen to what is wrong with my computer...Dell...there is nothing you can do to fix this major problem that you have...no re-structuring...no corporate jet trips to motivate your people...nothing..because the "Coor" of business is lost in the shuffle between what is RIGHT...and who doesnt care at all...and you DELL have taken the later...you can sugarcoat it with hiring foreign companies...you can offer "perks" and the bottom line is this...the "Art of Customer Service at Dell" is over...because it is not in the "soul" of Management to help the customer any longer...

Please see below. I sent this letter to Dell head office several weeks ago and finally heard back from someone called Supriya Singh who is supposed to something called an 'Executive Support Resolver'. She was calling simply to let me know that I was out of luck as far as receiving any sort of re-imbursement for the hundreds of dollars (not to mention all the wasted hours) that I have spent because Dell sells defective equipment. She was not even particularily apologetic, I could tell she was reciting from a script as she answered most of my questions by saying and I quote, 'I'd rather not comment' or 'that's not in our standard procedure'.

I work in the IT department of a company employing over 400 people with two Canadian locations and one in California. We will NEVER buy from Dell again as a corporation and as most of the employees have heard my horror stories, they will NOT buy a Dell for personal use either.

Dell is absolutely the WORST company I have ever dealt with!

_____________________________________________

January 28, 2009

To whom it may concern:

In May 2008 we ordered a Dell Inspiron 1525 laptop as a high school graduation gift for our daughter who has since gone away to university. It finally arrived in July and although it was late, we did not complain. She called home absolutely frantic on September 26, 2008 because her laptop had stopped working - she is in the first year of a Bachelor of Commerce program and most of her course material is online and she is required to write weekly quizzes online as well. Obviously all her essays and case studies must be professionally presented and can not be hand written!

She MUST have access to a working computer at all times!

She called the Dell service number and after navigating the voice mail found someone in technical support that had her run hours of diagnostics - she had to stop to go to class and then had to start the entire process over again when she could get back to her room. Finally the Dell person agreed that it was in fact a hard drive failure and told her to remove the hard drive so she could tell him where the unit was made. She is a seventeen year old girl in a dorm room - she does not have access to tools!

At this point she called home again and we agreed to drive the two hundred + miles (with gas prices over $1.00 per litre) to bring the laptop home so that I could deal with it.

I called Dell and went through the whole rigmarole again and because I had a screw driver I was able to remove the hard drive and report that it was made in Korea. This process took hours!

The technician said that he would send a replacement and I should have it in a few days. Several days later a new hard drive was delivered. I was stunned to see that is was made in the same place as the faulty one and even more stunned when I realized that the hard drive was completely empty and that I was going to have to spend hours re-installing all the software that we purchased (installed) with the laptop.

We then had to pay to have the laptop sent FedEx overnight as my daughter had already been without it for more than a week!

When she got it back she had to spend hours re-installing her own programs and files, re-registering her anti-virus, setting up her iTunes etc.

I had already decided that I would never buy anything from Dell again when she called yesterday (January 27, 2009) to say that once again her laptop would not start!

This time I left work immediately and drove the 200 miles (round trip) to her school to pick up the laptop. I called Dell as soon as I got home and spent two hours on the phone running repeated diagnostics until once again the technician conceded that it was in fact a hard drive failure!

He started to give me the spiel about sending a replacement hard drive and I demanded to speak to his supervisor. His supervisor tried to give me the same line and I told him that I wanted the laptop fixed properly and that I was not going to waste my time again.

Finally he admitted that there was a repair depot in Newmarket, Ontario (approximately 20 miles from our home) and my husband agreed to drive over to drop it off this morning. The round trip took over two hours as we are in the midst of severe winter snow storm.

Hopefully the repair depot will fix it properly and not just replace the hard drive again!

When we get it back we will once again have to send it back FedEx overnight and incur another $40.00 charge!

Why should I have to incur cost because your product is defective? When I asked the four different Dell employees that I have spoken to in the last 24 hours no one could give me an answer.

I called Dell customer service and spoke to one gentleman who said he could not help me and when I spoke to his supervisor and explained about the hours we have wasted and all the money we have spent because your product is defective he said “that’s too bad” and refused to reimburse us.

Do you actually consider that to be “Customer Service”?

I have never written a letter of complaint before but I have never experienced anything like this – trying to deal with Dell is frustrating beyond words!

I would like all costs we have incurred (approximately $250.00 Canadian to date) refunded. If we experience any more problems with this laptop I want the entire purchase price refunded and we will buy a laptop from someone other than Dell!

I rec'd a Dell laptop as a gift, it would not stay connnected to the net. I tried to fix it myself to no avail. I called DELL, was transferred 2 times adn then told their systems were down somoen would call me back in 1-2 hrs... no one ever called me back.
I called the enxt day, after going through all of the automated ptrmpts that are frustrating in itself, I was then transfreed 5 times and each time expected to repeat my story. No one tried to fix the issue on this brand new 4 days old laptop, I was told it was a software issue and software it not covered by the tech support I had to pay a fee. I said no, there is horrible servie i do not want the laptop give me a retrun authorization. Then I was told someone would call me back in 1 1/2-2hrs...I did get a call back from Customer Service tech support and he told me there is a 21 days suuport for a new computers..so is DELL running a scam trying to see who they can get to pay for extra tech support? The customer service is HORRIBLE...

I purchased my Dell Desktop in June 2008. After making my first payment online it has been down hill ever since. I made an attempt to make the second payment via the internet again, but the payment section of the website was not working or was down at the time. Because the payment was going to be early I mailed it to the P.O. Box at Carol Stream, IL. The payment came back 2 weeks after the due date. I made an attempt to make a payment online. Payment service online was not working again. I called the customer service center. After being on hold for more then 10min. I was transferred to person after person who did not speak english and who would read from a script. I am so mad with dell. After being on the phone with different non-speaking people for over 2hrs. Nothing was accomplished except the last person I spoke with did say that my account was reported to the credit bureau and had a late fee with finance charges added. I was so mad I was spitting fire. I hung up the phone and called the Canada customer service number in hopes of speaking to someone in english. First person to answer the phone spoke english but, READ FROM A SCRIPT. Are you kidding me? I told him the whole problem and I was clear that I wanted the finance charges and the late fees taken off my account because I did send out the payment prior to the 15day late fee and 10days before the 3oday pass due date. He put me on hold the next person to pick up the phone did not speak English and kept asking me for my name and address. I hung up. This same situation happened 4 more times. I am still trying to get someone to help me. The website is useless with making a payment. Even more useless are all those who pretend to know what we are talking about but have no clue and only read from a script. Dell needs to be held accountable for there mishandling of consumer complaints. I have sent complaints. NO ANSWER! Hopefully this does not happen to someone else. Beware that if you do have an account pay that your payment gets posted and that you do not have to talk to a brick wall. Outsourcing not such a good idea if people want to pay their accounts on time.