Dell
Reviews and Complaints

I've had a lot of Dell products and I decided to buy an Alienware. I've bought my kids all Alienware, and they have been excellent computers for them. However, this one i decided to buy for myself I've had for 11 months, and my warranty is about to expire. I've had a technician out to replace the hard drive and called for service due to software issues. I love the computer, however, every time I pick up the computer the software freezes up and I have to hard reboot the computer multiple times a month. I spent over 1600 on the computer and now it's pay 350 for extended warranty service. Since, I keep having software problems as well as it is freezing up on me. So, I can maintain the enjoyment of having this computer which keeps having issues or look at buying a new one. Then spending the money on an extended service warranty for the computer. My thought is to get another one so I can at least be spending my money towards one that doesn't have issues when I pick it up and the software freezes up. Just not happy with this specific Alienware and it might be smart not to get this specific brand as it seems to have these bugs in it.

My Dell Laptop needs a new battery. It took me more than an hour to get through to Dell. Eventually I was redirected to Dell UK helpdesk. I was told to deposit R1600 for a new battery via their payment system. A week later I got a message that the battery is out of stock. Another week later, they sent me a message to say that they do not make that model of batteries anymore and they will refund me. I had to complete a form. I sent the form. it is 3 months later, and I still do not have a refund. they claim that they refunded me on the 4th of August. looking through my transactions, no refund was made. I have only one contact person, and he keep on promising me that they will sort it out, but alas, no refund, no battery and no communication from Dell again.

Larry Long



8:07 AM (1 hour ago)



I'm a retired United States Marine who purchased an Alienware Aurora 13, I have had nothing but trouble since delivery on July the 12th 2022. I have been in and out of contact with Dell support since then and have been very patient during the process.

Last night I was contacted again at 20:00 EST by a (Abid Ansari [protected]) who at first claimed to be Dell support and was there to fix my computer. As it turns out during the conversation and an installation of a package called "Supermo" he requested money... at that point I knew he was a hacker and kicked him out of my machine.

Now here's where it gets interesting, first off it had to have been one of the Dell support people who gave this guy my personal info, no other way would have come across my phone number, in addition in an attempt to get a support manager on the phone took me six different attempts, all of them and there assistants really did not want to hear anything until the seventh manager.

"Sujoy Sarkar" was the 7th who took my info and turned it into security to try and track down the individual who gave away my info, I told him that if he was giving my info away, he was giving all his clients info away. I would think this would be a major concern for you as well as Dell as a whole. In addition

I have a hardware replacement today, this being the second attempt at fixing my issue and this will be the last, I will request either another machine or my $3500 dollars back. I also instructed

all the support contacts that very thing, my patients have run out. I will probably end up contacting the Navy Federal Credit Union challenging my purchase, saddening because my family are all Alienware users, myself, my son and my grandson.

Respectfully

Laurence L Long

USMC Retired Master Gunnery Sergeant

Currently, after almost 10 months of ongoing discussions with Dell, we still have not fully resolved an issue where I bought a monitor from Dell, which they carefully determined would work with my older Dell Desk top, but later determined that it would not. I will state here where we are now and the problem that still exists, then I will give a brief history.

When I purchased a monitor from Dell I payed in part with my credit card, and in part with a rewards credit that I had from previous purchases from Dell. After the credit card company ruled in my favor the money portion was returned to my account. A Dell Rewards credit was also re-issued by Dell back to my account. Unfortunately, they apparently returned the credit to an account that is no longer in existence (something they were told would be happening, when the order for the monitor was placed, and many times thereafter. This credit was issued to the no-longer-functioning email address despite the fact that all correspondence was occurring through my Earthlink account.

I went to use my Rewards credit today and after very long waits on the phone where the agent was conferring with others, I was told that the credit could not be transferred to a different email account. I reexplained that the old address was not accessible any more and does not exist. Finally, the agent have told me that they will get back in touch with me within 48 hours. However, after almost 10 months and many ten’s of hours dealing with this situation, I have no faith this will be resolved without Better Business Bureau’s assistance.

The History:

In the first week of January, 2022, I called Dell to order a monitor for an older model Dell desktop computer that I own. I was seeking a basic 24” monitor. The salesman sold me on purchasing a monitor for conferencing that included two-way audio sound. The sales agent requested and was given the model and serial number of the desktop as well as photos of the connections available on the desktop to make sure all would work. I was assured this would work. I was also assured that it would come with the correct cables that I needed.

Dell sent the monitor with only a USB C cable, for which my computer has no port. I contacted them within days. They said they’d seek approval to send me appropriate cables, and then send them. They did not. After 60 days of no response from Dell and no functional support they determined after several “escalations” to tech support that the monitor would in fact not work with my desktop. However, since it was now over 60 days (due to their delays!) they would not allow me to return it. This was escalated through several people and departments and was only settled when my credit card company ruled in my favor and reversed the charge. I was, however, never notified of this decision. After many months I received a notice that they would refund the money and reissue the rewards credit to me. I was unable to find any refund in my credit card statements (though it was there but not listed as a Dell refund) I did not notice in their email that they were reissuing the Rewards credit to the original email address which was no longer valid and for which they were told many times was no long in existence. The Rewards credit of $74.43 issued is valid until the end of this year. But I can’t access it. The monitor was returned in May.

So here I am, a long term customer of Dell’s having to fight every inch of the way for a problem that they caused. And I am still fighting. What an awful experience dealing with thiscompay has been!

Remember all this these problems occurred as a result of their agents selling me a product that despite my providing all information requested about my desktop, was not functional on my computer.

Reference numbers:

Service Request Number [protected]

Case # [protected] from Majid [ ref:_00D0bGaMp._5006P5D7NB:ref ]

Case # [protected]. I purchased a Dell XPS 9720 on your website. A couple days after ordering I saw that Dell had lowered the price by $345.00. I checked the configuration and it was the same as my computer. I called and opened a case with Arshiya Fatima on 9-26-22. At that time I still did not receive my new laptop yet. She told me she would get back to me in 24 hours. She never got back to me. So I called back on Friday 9-30-22 and spoke to someone else that assured me that Arshiya would get back to me on Monday 10-3-22. Well today is 10-3-22 and still no call back. All I want is to be treated fairly, and that you will honor the updated price. I originally paid $3294.00. The price advertised a couple days later is $2949.00. Difference of $345.00 plus tax. I will attach the screen shots of your advertised updated price. My order number is [protected].

I hope someone will get back to me promptly.

Joseph Decangi

[protected]@msn.com

[protected]

It seems as soon as my computer was out of the original warranty(4 years) it slowed down and performs easy tasks slowly or not at all ie: sending email or videos cycling forever. I purchased a new support program and their techs think they fixed my problem but they didn't. I have plenty of space and memory in the system. I have two McAfee programs that also can't seem to correct the problem. Not a cheap device but it would appear that way now.

I purchased a 7760 in April 2022, after it was delivered it did not work. I contacted Dell for a replacement. They ordered it in June and cancelled it in July. I called for days trying to get it resolved. When I asked them for the reason of the cancellation, they said they did not have the parts. Then they sent me to Sales department to reorder the replacement. They were able to build the computer with the same configuration. At the end of the conversation Sales they asked me to pay for it and send back the old one for credit. I said that was unacceptable. When I tried to reach customer service again I got the runaround for 5 days. I asked them again to provide me with a replacement. Again they said they did not have the parts. Which was odd since sales was able to build the same machine for me. I told them that was not true and that I would be contacting my credit card company to dispute the payment. Magically they were able to reorder a new machine.

Once I received the replacement it worked properly. I asked them when they were going to credit me for the $155 they promised me for the late delivery of the first machine. They told me that was not promised. I provided them with a copy of the email that they sent me. To this day I have not received the credit to my account. Yesterday I got a call and email threatening to report me to the credit bureau unless I release the dispute. I said I would after I receive the credit they promised me.

This ordeal has been going on for 5 months and I still do not have a satisfactory solution. At this point I believe I am owed more the the $155 they promised me for the aggravation I have experienced over the past 5 months.

Bought computer at Best Buy July 16, 2022. Two weeks later called with problem and never got an email receipt, then called Aug 17 same problem and they did a little troubleshooting, Aug 29th same problem and they did troubleshooting again, Sept 3 same problem and they reset my system and I had to put it back together with all my programs and I asked can I get my money back if this doesn't fix it and they said yes, today Sept 7 same problem. I have told them that my computer won't let me log in unless I reset it, then I have no problem logging in and they run the same tests and want me to restart my computer which I tell them that fixes the problem and they say that it is fixed and want to do a follow up the next day by calling. I work and my phone doesn't take calls from people not in my phone and I say I shouldn't have to reset my computer every week to get in. It happens more than my call ins but I am busy and don't have time to call and waste an hour.

I will never purchase another Dell again. Dealing with them was the biggest [censored]storm ever. They never honored my warranty but they did manage to waste my time with endless calls to confirm and re confirm the plan that never transpired. A replacement screen is what I needed for my laptop. I was given the option for a refurbished system due to the part being on back order and being a student I agreed. So as all manufacturers require- I complied by giving them all the information, photos and part numbers etc. only to turn into meaningless and endless hoops they had me jumping thru. Each time I was referred to a different dept and they could look back and confirm the agreement was another time they had blew me off. It was an endless cycle. I hope what ever allows this nonsense to happen gets nipped in the bud so they cant prosper off innocents anymore.

! THIS IS A 0 STAR REVIEW !

I am advising everyone interesting in buying the Alienware Aurora R11 desktop !DO NOT BUY IT!

I bought one for myself a while ago and got everything I was suppose to have to be able to play the games I wanted, when I wanted and for as long as I wanted.

Unfortunately, I kept having the same issue over and over again.

It started couple of months after purchase, the signal from the desktop to my monitor would be lost and my monitor would go onto sleep mode. I checked the monitor and the cables and they where not the issue.

An engineer came to fix the computer by replacing the graphic card, it fixed the issue but after a couple of hours gaming (about 90 hours total) I got the same issue, Dell sent an other engineer to replace my graphic card and motherboard.

The computer worked again but after more gaming hours broke once more with the exact same symptoms, and this time my graphic card, motherboard and cooling system was replaced.

The fourth time it broke, Dell took my computer to their warehouse to get it checked and fixed, they told me the process would take up to 12 days.

On the 13th of July my computer was collected, on the 15th (so 2 days later) my computer was sent back to my address without having been sent to the Dell warehouse and the delivery guy said, "I am here for a collection" me being all confused, I managed to understand that DPD got the return delivery confused so I sent them on their way with the confirmation that they would send the package to the warehouse.

I gave it a week, but as I didn't have any sign of life from Dell, I decided to contact the Dell repair team (so on the 22nd of July) to ask an update on my computer and I was told that the item was not received and considered lost.

I became frustrated and asked to arrange to get a full refund so that I could buy somewhere else because I that point, I just felt like I was done with how Dell has been treating me like garbage with a wallet.

Dell dragged the process for so long saying they needed to "Investigate" that they finally found my computer and contacted me on the 26th of July to tell me that they where starting the repairs.

Dell sent me back my computer yesterday (so the 30th of July, so 17 days after I gave my computer way) UNFIXED.

I repeat: MY COMPUTER WENT TO THE DELL WAREHOUSE AND IT GOT BACK TO ME WITHOUT BEING FIXED !

As it is a weekend, I have to wait until "business hours" to contact Dell and this time I want nothing less than Dell to take back their HORIBLE PRODUCT and to give me a FULL REFUND for the computer and the extended warranty.

I WILL NEVER BUY A DELL PRODUCT AGAIN because it feels like Dell just treat their clients as wallets and just don't care about you once you buy their product.

In short:

I rate their product : 0 STAR

After purchase customer care: 0 STAR ( I am not including Shaheda from the technical support team who was a nice, refreshing, sweet and delightful person and did her best to help me out)

I rate the repair team from the warehouse: 0 STAR

And I rate Dell: 0 STAR overall !

No one in DELL can tell me why my brand new XPS15-9520 that just had a new motherboard installed by Dell cannot receive the 6GHz band on my WIFI? My older XPS15-9570 has no problem picking up the 6GHz band. My older (2018) XPS15-9570 has a Wise Tiger AX210NGW Wi-Fi card, Wi-Fi 11AX with 6GHz. My new (2022) XPS15-9520 has an Intel Killer Wi-Fi 6 1675 (AX211) card. According to the specs of the Intel Killer Wi-Fi 6 1675 has the capabilities to receive the 6GHz band. Both machines are operating with Windows 11 and Intel Wi-Fi 6E AX211 drivers.

My laptop charger is not working, I tried it many times. please do something about it

Did a system restore on my Alienware 17R3 June 14. Selected system drive, but it formatted both drives and installed the system on the SATA. Called Dell, and paid. He configured the system and did a BIOS update.

The next day turning on the computer, the system did not recognize the battery. I have been informed that a BIOS update could damage a battery. Sent my computer in for repairs.

I paid for the service ($468) and a quicker turnaround. Two weeks later I was told they were sending it back un-repaired. They do not have a battery. They refused to let me send them one.

Sorry, but I own a business and after 19,600 customers, and 5 complaints, I pride myself on service. If the manufactures part is not available (main board excluded), I use a compatible part to get it working. The customer comes first. Even though a ma and pa computer store says batteries are available from a supplier, Dell refused to at least get the unit working. They said, "We have exhausted all means in getting the part." Obviously not since OEM batteries are available. Even car manufacturers will use an OEM part if theirs is not available.

After speaking with 2 supervisors, they both said the same thing. We cant fix it. Well, it is not we can, we won't. I used to hold Dell in very high regard for customer service and support. What happened to Dell? How is it their well-written website about skilled technicians could not think outside the box and present the OEM battery as an option, but with no warranty? All that time was wasted and no return on the time spent. The only return is an upset customer and a reflection of how much you care.

I have had premium support for 5 years. Well, my computer is coming back and it is a shame that it was way above Dell's desire to make the computer work and care about their customer. A service you should be proud of? I think not. I have a service I am proud of because my actions match my words and commitment to the customer.

Where to start...

Purchased the computer in december 2020

February 2021 first failure of the motherboard which was replaced.

In february 2022 the motherboard fails again, need to purchase a new one as no longer under warranty 250€. This new mother board does not detect any bluetooth functionality after trying to install new system, pilot update.

Dell sends me another motherboard, same issues persist.

After several call and chasing the technical support team, they propose to send the computer to the lab beginning of May. 3 weeks later I receive the computer from the lab and the issue is not fixed.

Filed a new complaint towards the team only solution to send it again to the lab.

I am entrepeneur, without my computer I cannot work, it was been 4 months that I cannot use my computer, wasted to much time to call service line daily to try to get feedback and so much money spend for nothing (new motherboard 250€, everytime new installation 50€, phone bills over 300€) and more importantly the lack of income, over 250000€ lack of income.

It has been 2 weeks since raised request for problem coming in a new DELL laptop. Daily following up over call as well, they only transfer call to another or provide a different number daily.

What type of service it is: totally unacceptable and needs to shut on a result.

mail for reference:

Hello Team,

Any update for the case closure.

Regards,

Pooja

From: Support

Sent: 13 May 2022 10:58

To: [protected]@help.dell.com

Cc: Munish Manchanda ; [protected]@gmail.com; Sales

Subject: RE: [ ref:_00D0bGaMp._5006P4Xe7L:ref ]

Hi Team,

The trail mail belongs to DELL Inspiron 15 3000 not DELL 3420 Laptop.

Please update for the resolution of this case raised and kindly provide a deadline for same.

Regards,

Pooja Sinha

From: Support

Sent: 12 May 2022 13:22

To: Dell Tech Support

Cc: [protected]@gmail.com; [protected]@dell.com; Sales ; Munish Manchanda

Subject: RE: [ ref:_00D0bGaMp._5006P4Xe7L:ref ]

Hi Team,

Please understand our concern as well, the problem arrived in new DELL 3420 laptop, still we are continuously chasing for the support or replacement if support not possible.

This type of your service will lead the customer to switch the brand. This scenario is completely unacceptable and should be answered on priority.

If the service cannot be continued in this time phase, your team should stop the sale as well.

At last, still hoping a positive and instant closure on this.

Regards,

Pooja Sinha

From: Dell Tech Support

Sent: 12 May 2022 12:42

To: Support

Cc: [protected]@gmail.com; [protected]@dell.com; Sales ; Munish Manchanda

Subject: RE: [ ref:_00D0bGaMp._5006P4Xe7L:ref ]

Dear Customer,

This is a delay notification for Dispatch as the parts required to complete troubleshooting of your unit are currently back ordered.

Due to the Covid 19 impact to the warehouse and logistics, Part ETA is not confirmed yet, you will be receiving a notification once it is released.

We apologize for the inconvenience caused due to the delay.

Disclaimer: Please be advised that ETA is the day that the part is "estimated" to arrive at the warehouse. Please allow 24-48 hours for the stock inventory to be updated and parts to be shipped out. The ETA is also subject to be extended - i.e. , if there are multiple orders on backlog ahead of you and not enough inventory arrives.

Thank you for choosing Dell,

Ashish Mehta

Dell | Technical Support

--------------- Original Message ---------------

From: Support [[protected]@shivamtech.co.in]

Sent: 5/11/2022 12:53 PM

To: [protected]@help.dell.com; [protected]@dell.com

Cc: [protected]@shivamtech.co.in; [protected]@gmail.com; [protected]@shivamtech.co.in

Subject: RE: [ ref:_00D0bGaMp._5006P4Xe7L:ref ]

[EXTERNAL EMAIL]

Can you please look into this case asap.

From: Support

Sent: 11 May 2022 12:38

To: Dell Tech Support

Cc: [protected]@gmail.com; Sales ; Munish Manchanda

Subject: RE: [ ref:_00D0bGaMp._5006P4Xe7L:ref ]

Hi Team,

We are still waiting for the resolution, it is still pending. What is the final deadline for the engineer visit/laptop replacement.

Regards,

Pooja

From: Support

Sent: 10 May 2022 15:41

To: Dell Tech Support

Cc: [protected]@gmail.com; Sales ; Munish Manchanda

Subject: RE: [ ref:_00D0bGaMp._5006P4Xe7L:ref ]

Hello Team,

Please call back right now at alternate number [protected] asap, this call is pending since more than one week.

Also, issue arrived in new laptop. If you are not able to provide support arrange its replacement right away.

Regards,

Pooja Sinha

From: Dell Tech Support

Sent: 10 May 2022 15:36

To: Support

Cc: [protected]@gmail.com; Sales ; Munish Manchanda

Subject: [ ref:_00D0bGaMp._5006P4Xe7L:ref ]

Your Case Number

[protected]

Contact Us | Support Library | Download Center | Support Assist | Community Forums | How To Videos

Dear Ashwani Singh,

Thank you for choosing Dell. This mail is in regards to your recent interaction with Dell technical support. we tried to call you but unable to reach you out hence arranging a call back for you

We will call you at the agreed time and date to continue troubleshooting and/or check on your system. Please be available, along with your system, to troubleshoot the issue.

If you wish us to contact you ahead of schedule, please reply to this email. Alternative support is available on our support sites located on the links at the top of this email.

Thank you for choosing Dell.

Hemant Singh

Dell | Technical Support

In case you are not happy with the support kindly write to ITS.Consumer.[protected]@dell.com

Having other issue? Watch these short, easy videos to help you solve your issue.

Office 2016 Activation [youtube.com]

Improve PC Performance [youtube.com]

How to Reset Windows 10 to Factory Settings [youtube.com]

More videos available here [youtube.com]

--------------- Original Message ---------------

From: Support [[protected]@shivamtech.co.in]

Sent: 5/9/2022 11:26 AM

To: [protected]@help.dell.com

Cc: [protected]@shivamtech.co.in; [protected]@gmail.com; [protected]@shivamtech.co.in

Subject: RE: Dell Support: Case Number [protected] from Pooja [ ref:_00D0bGaMp._5006P4Xe7L:ref ]

[EXTERNAL EMAIL]

Hi Team,

Please close this case as the work is being hampered or replace the laptop asap.

Regards,

Pooja Sinha

IT Support

Shivam TechSolution Pvt Ltd.

From: Support

Sent: 06 May 2022 14:38

To: [protected]@help.dell.com

Cc: Ashwani Singh Nanda ; Munish Manchanda ; Sales

Subject: RE: Dell Support: Case Number [protected] from Pooja [ ref:_00D0bGaMp._5006P4Xe7L:ref ]

Importance: High

Dear Sir/Ma’am,

All the initial checking was done remotely from your end for the laptop, still the same problem. We request you to please align an engineer visit for the laptop issue.

We are continuously following up over call with the DELL technical Team, but every time the initial checking Is only done, nothing ahead for closure.

Kindly close it and provide a resolution or replace the laptop asap as the issue started arising after 1 week of purchase only.

From: Ashwani Singh Nanda

Sent: 06 May 2022 14:05

To: Support

Subject: Fwd: Dell Support: Case Number [protected] from Pooja [ ref:_00D0bGaMp._5006P4Xe7L:ref ]

FYI...

---------- Forwarded message ---------

From: Ashwani Singh Nanda

Date: Wed, May 4, 2022 at 1:52 PM

Subject: Re: Dell Support: Case Number [protected] from Pooja [ ref:_00D0bGaMp._5006P4Xe7L:ref ]

To: Dell Tech Support

Hi Dell,

Whatever updates you have run on my laptop are completed. Kindly proceed with further action.

Regards,

Ashwani

On Wed, May 4, 2022 at 1:28 PM Dell Tech Support wrote:

Case Number

[protected]

Contact Us | Support Library | Download Center | How To Videos | Support Assist | Community Forums

Dear Ashwani Singh,

This email is related to your recent interaction with Dell Technical Support.

As per our discussion, on call kindly complete the all pending update for your system we will call you on 05/05/2022 between 12PM & 02PM to continue troubleshooting your Dell product.

In case you are unable to make this time, please respond to this email and we will reschedule the call for you.

Thank you for choosing Dell.

Pooja

Dell | Technical Support

Please do not change the subject line of the email

--------------- Original Message ---------------

From: Ashwani Singh Nanda [[protected]@gmail.com]

Sent: 5/3/2022 3:02 PM

To: [protected]@help.dell.com

Subject: Re: Dell Service Tag: 37Y9RK3 [Case Number : [protected]/Service Request: [protected]] [ ref:_00D0bGaMp._5006P4Xe7L:ref ]

[EXTERNAL EMAIL]

FYI

attached

On Tue, May 3, 2022 at 2:59 PM Dell Tech Support wrote:

Your Case Number

[protected]

Contact Us | Support Library | Download Center | Support Assist | Community Forums | How To Videos

Dear Ashwani Singh,

Thank you for choosing Dell. This mail is in regards to your recent interaction with Dell technical support.

If you wish us to contact you ahead of schedule, please reply to this email. Alternative support is available on our support sites located on the links at the top of this email.

Thank you for choosing Dell.

Supriya Ghodke

Dell | Technical Support

In case you are not happy with the support kindly write to ITS.Consumer.[protected]@dell.com

Having other issue? Watch these short, easy videos to help you solve your issue.

Office 2016 Activation [youtube.com]

Improve PC Performance [youtube.com]

How to Reset Windows 10 to Factory Settings [youtube.com]

More videos available here [youtube.com]

ref:_00D0bGaMp._5006P4Xe7L:ref

1) Current complaint - This laptop was purchased in 9/2022. After only 7 months of use (interrupted by first repair, see below), the hinge on the right side malfunctioned. It became hung up in some manner as to prevent opening the laptop cover/display/screen even 1 inch. Pulling on the cover resulted in the frame of the display/screen being pulled away. If the cover were to be forced open the frame of the display/screen would have been pulled off entirely.

2) Previously, after only 2 months of use since purchase, the touch pad malfunctioned. The machine was sent to Dell for repair. They told me they had difficulty obtaining parts, so the machine was in for service for 2 months before being returned to me.

3) After only another 2 months of use, the touch pad malfunctioned again. Because of the extreme delay in repair the first time, I opted to ignore the touch pad problem. I installed a remote mouse and turned off the touch pad.

With the breakdown of the case, I called and asked for a refund on this machine. I was told that it was too far past refund time (30 days).

I will not return the machine for repair because this is no longer a trustworthy piece of hardware.

Hello,

Dell put a tiny QR code on the back of the desktops and it is very hard to inventory or scan. It is also black on a shiny surface.

It does not scan with many barcode 2D scanners.

Bought a new alienware pc $3k in March of 2021. Weeks after setting it up, it began blue screening, which means the pc went to a blue screen and would have to be restarted. It also had a fan that ramped up and malfunctioned. After contacting Dell tech support several times while under warranty, and following their directions to completely wipe the computer several times causing me to reinstall and re-download everything to the pc, the original 2 issued remained. I called again this past winter and repeated many steps requested by Dell but finally they sent a tech to my house. He repaired the fan and reinstalled windows. Said it was fixed. It was fine for a few months but began blue screening again! Now out of warranty, they wanted to charge $99 to fix a problem they claimed at least 5 other times they'd fixed! The tech told us it was a common software problem. A file was on the system that shouldn't be and by reinstalling windows that was to fix everything. These CSRs we spoke to on 4/13/22-4/14/22 were rude. They lied by telling me twice a manager would contact me. And continued to demand I pay before they'd help me. At one point, the csr said he'd troubleshoot and if he fixed it I could then pay. I asked why I should pay money now to fix a defect that 5 other times they couldn't fix for free while it was under warranty. I explained if they couldn't waive the $99 fee I would never buy from them and would let anyone I spoke to know of the defective product and their inability to fix it. I will take this pc which cost $3k, and have a local tech fix it. We will pay the local double, if we have to, but Dell won't get another dime! As of 1:17pm EST no manager has called me. 2 reps said one would call by 1pm today.

I purchased DELL laptop computer from AMAZON (Invoice attached).

Since I am an IT engineer with 40 years of experience, I quickly discovered that this PC had a problem with USB port (which I used to transfer files from/to external hard drives. After contacting Dell Support Rep. several times I was not able to resolve the issue with them and I Instead of returning this PC to the seller I decided to send it to DELL for repair.

One week after the item already arrived to DELL their Support Rep. contacted me through Email asking what is the problem , despite I placed printed information (along with the purchase Invoice) inside computer.

I was assured that the PC will be fixed quickly and I will receive update info on the progress by Email.

I have not only not received any repair info, but I have also been told there is no timeframe when this PC could be possibly fixed.

I requested to ship the computer back to me "AS IS" the next day. IT is because I decided to return it to Amazon for a full refund.

DELL has shipped this computer 2 days later (from what I requested). Along with that they have sent me an Email informing the computer was repaired.

After receiving this PC I discovered that:

- computer bottom enclosure piece is broken

- information in the Repair Report (found in the box) is false

- 64 Gb of RAM (which was installed inside) was stolen

After contacting DELL through Email and phone, I received a statement that removing RAM and replacing 64 GB (worth $300) with 16 Gb (worth $40) is OK and the company will not return stolen memory (RAM.)

DELL rep also claimed that parts (like RAM memory) have been replaced because they were bad.

I recorded video before the PC was shipped to DELL facility showing that this PC works fine except the communication with external Hard Drive is problematic. No other issues were reported.

After opening and inspecting this PC I discovered that nothing has been fixed. No part replaced (except the RAM memory, where there was absolutely no need for that).

In the phone conversation (recorded) DELL rep stated that company has right to remove the parts without my permission and not return it to me. They also stated that this computer warranty was void by replacing original memory (by 3rd party seller).

Removing (and not returning parts) from a serviced computer without owner consent is considered stealing and should be reported and treated as fraud.

On top of that, DELL reformatted the Hard Drive (while there was no need for that) and erased all my data along with the installed software and return to me a completely blank PC.

DELL COMPANY should be prosecuted for forgery.

Just purchased this computer and installed at my home February 24, have called the company numerous times to fix the slow computer, nothing has helped, today they have decided it's a software issue that isn't covered in my warranty. Here is only April 11 and I'm stuck with a computer that doesn't work, the bad part is the software team is who I have to contact for 99 dollars. This is not good customer service on dells part and did ask repeatedly to speak to someone in the USA never got that issue resolved either