"I've just experienced the worst customer service I've ever received from any company, period.

My existing computer unexpectedly broke, and it was imperative I had a replacement by November 24th, 7 days later, That day, Tuesday, Dell's sales rep explained that my computer would need to be assembled, but despite this they could meet my deadline by shipping it next day air. Therefore I ordered the computer and was told to expect an email confirming computer specifications and shipping details.

Two days later, still no email. I was concerned that the order had not been processed, so I phoned customer service Friday morning, gave the order number, and explained my concern about the impending Tuesday deadline. The woman in customer service explained the order had been processed, that the computer was in the process of being built, and would be shipped by Fed-Ex ground when ready. Hang on, No, it's supposed to be next day air, and I explained the dilemma of my Tuesday deadline. She said she would have the order expedited and would ensure it would ship overnight on Monday 23rd for delivery on the 24th.

Friday evening I received an email from Dell confirming my computer had been shipped.

Sunday night Fed-Ex updated their website to show my computer had been sent via ground for afternoon delivery on Wednesday 25th.

First thing Monday morning I phoned customer service to see what could be done, such as getting it off the truck and onto a plane as there was still time for overnight delivery. I was told that nothing could be done, that Dell always ships via ground, and that the computer would arrive Wednesday afternoon. So far two people had lied to me about my computer being shipped by air for next-day delivery.

I asked to speak with a supervisor. The woman I spoke to said she'd put me on hold while she spoke with Fed-Ex to work out a solution. She returned to me and said the Fed-Ex truck traveling from Texas to California was not expected to stop at an intermediate depot, therefore the computer could not be taken off the truck and put on a plane. The only option she could arrange with Fed-Ex was for me to go to the depot and collect the package on Tuesday, prior to Fed-Ex putting the computer on the local truck for delivery the following day. I said I would do that as I was desperate for the computer, even though this was my last day at work before my trip. She said she would have someone phone me either that evening (Monday) or early Tuesday morning to let me know what time I needed to be at the Fed-Ex depot.

Come this afternoon (Tuesday), no phone call (needless to say). I phoned customer service this afternoon and today’s representative conferences me directly with Fed-Ex. Fed-Ex tells me their schedule shows the Texas-California truck doesn’t even arrive at the depot until Wednesday morning. There was never an opportunity for me to pick up my computer on Tuesday even if I wanted to. Either the supervisor lied about contacting Fed-Ex, or lied about the ability to collect the computer in person on Tuesday (today).

At this point I was absolutely livid. Everyone I have spoken to has lied to me, merely telling me what I wanted to hear in order to sell me a computer. I requested to be transferred to a supervisor, who confirmed that nothing could be done and they had missed my delivery deadline, He further insulted me by offering me a mere $150 refund on a $5,000+ computer. I assume this was the money Dell had hoped to save by shipping Fed-Ex ground instead of next day air. Interestingly, the supervisor also said that Dell had time to assemble a replacement computer on Monday, then ship it to me overnight for Tuesday delivery. But this wasn’t done either - why would you go out of your way to make a customer happy?

Ultimately, Dell sold me a computer at a cost of me never doing business with them again, though I presently have no idea of when I'll actually get my hands on it. They should have either said, no we can't meet your deadline, or shipped it overnight delivery. Just too many lies for me to do business with them again.



"

"A DISASTER OF COMPANY, A SHAME FOR A US COMPANY.
A CEO WHO TRANSFER ALL THE CUSTOMER SERVICE TO INDIA AND PHILIPPINES
A CEO WHO DO NOT CARE ABOUT CUSTOMER, WHO HIDE WITH HIS PROFIT
SHAME ON YOU MICHAEL S. DELL "

"Wish I could give zero stars! I placed a order for 2 different video game preorders. The first game releases on 10/27/15 and the second game releases on 11/17/15. When I placed my order I selected the shipping option that would guarantee that the games would be delivered on the release dates. Went to check the status of my order and it shows that the order won't ship until 11/18/15. This is not what I paid for! One game was supposed to be delivered on 10/27/15 and the other on 11/17/15. I have tried to call Dell customer service twice only to be put on hold for 40 minutes the first time before the call disconnected and over a hour the second time before being hung up on by a customer service rep. This is the worst customer experience that I have ever had. I need to cancel my order because I refuse to wait 3 weeks to get a game that I can just go to the local store and pickup. The problem is that I can't even get anyone on the phone to cancel the order. I have tried email and also the Live chat and have had no success in reaching someone that works at Dell to cancel this order. I will never ever think of making a purchase from Dell ever again. STAY AWAY FROM DELL"

"Machine was cheap, not good value for money. Cheap, nasty build quality. Very poor performance, can't run the bundled OS because the machine is so underpowered.

Can't fathom what is going on with Customer Service. "

"I purchased a Dell Laptop Inspiron 15 7000 and then I asked sales person his name is Sridhar to recommend me a pen that is compatible with laptop. He recommended me Active Stylus pen. So i got pen as well. Sridhar told me that I got 2 day shipping but that was just a lie. My order was canceled while nobody informed me why was canceled and what's happening . I called and emailed Sridhar and his boss and was trying to get hold of customer service when nobody answered. They remain hidden behind long telephone waiting times, agents that don't speak or understand the problem in plain English, transfer calls and then drop the calls, etc. In other words you become frustrated with their system, and you can't get any results. Yet they have your credit card information and are quick to process it. I got laptop and pen after 3 weeks and happened that pen wasn't compatible so Sridhar just lied to me so he will make a sale. And now I can't return pen of course. This is such a horrible experience and wont ever recommend to anybody to buy anything from dell because Dell customer service doesn't care about their customers they just wanna make profit. At this point I will just sue Dell and then after that I wont ever deal with them again!!"

"I would give a rating of minus 1000 stars. I have spent over an hour trying to replace a HTMI cabel connecting the monitor to the tower. After a failed chat attempt, 2 phone calls which resulted on the wrong cablevveing sent I still have not
Been able to get the correct cable. Once you call Dell and answering a multitude of questions, you are put on hold I waited over 30 minutes and was not connected to an agent. The fact that the agents are not in the United States does not help. It seems that the quality of the Dell products is not as high as it has been in the past.
I will NEVER purchase anything from Dell again.
It is a shame that a once great company has become an utter disaster and failure.
"

"I have been a Dell customer for many years, but my most recent purchase, a month ago, will be my last. It's not the computer, although Window 10 leaves much to be desire, but the customer service. I cannot get my Microsoft Office 365 personal delivered to my computer. I have spent hours and hours on hold only to find that I don't have the right department, get cut off when they try to connect me or am given another number to call, only to find out that that department can't help me either. Everyone at Dell passes the buck and I am sick of it. I requested my money back, but have been refused because it is after 21 days. So, I have paid for software that I cannot receive. This is a crime and I will go further to get it resolved."

"I bought a Dell Computer on 11/10/2012 First i like to say that Dell has had there system hacked into as of 2015 so the person that has hacked into there system has my full name knows that i have a Dell & all the on going issues i have had plus my phone number. I keep getting calls from this person wanting to take control of my computer to wipe everything off of it which i hang up . I did call Dell to let them know about this & the manger, the higher up people didn't even care about this issue. This computer should of not have been shipped. I had to have every part in my computer replaced right when i received it. I still ended up having issues with it & had to reinstall windows 6 times, I'am on my second pair of speakers which are not good. I also had to settle for a refurbished tower & i still have problems. My printer that i bought with this computer doesn't work. I have never had any problems with dell until Windows 8 was delivered to me, this computer has been a total nightmare. dell use to be a good company they are no longer a good company or have good products. Plus the mangers, & tech's are not good. I have had tech's take control of my computer & not fix the issue that i had instead they take off something that i use on my computer & don't have my consent to even take off. "

" last month I received a Dell Order Has Shipped for Dell Purchase ID: # and immediately contacted the Dell rep as I had not placed any orders. Turns out this was an old order that for some reason doubled up 6 month later. They did not ship anything but billed my card for it. I have been stuck dealing with multiple reps who just send you back to the rep on the order

Dell has no customer service or any way to get to somebody that can help. Run as fare away from them as you possibly can

http://dellcomplaintdepartment.blogspot.com/"

"I should have checked Reseller Ratings dot com before even considering giving Dell money... They won't offer the deal on a 55" LG TV with a $200 gift card even though I have a chat transcript from earlier today saying the sale ends next Monday...

They say they are sold out, but they still have the TV and the gift card for $999 (Sale was $599)

Fits Dell perfect, customer service as garbage as their computers"

"Dell messed up an order and cancelled without notice. After waiting a month for delivery (APO), I contacted support. After an hour on the line, they discovered their error made a note on the order and sent me to sales to have it resubmitted.

Sales said they couldn't resubmit it and offered the item for 50% MORE! I spoke to two further supervisors, all ranged from rude to unintelligible.

This is one of the worst CS experiences I ever had."

"I should have read these reviews earlier. I agree 100% I have never had such poor customer service as with Dell. I bought a laptop and a subscription to one year of Office 365. I called to return the software subscription (I never even opened the email re the download) but i cannot get a refund on the software unless I return the computer as well. So I am returning the computer. Great business sense Dell, well done, another sale and customer lost."

"My first and LAST dell. Bad customer service!!!! IHATE MY DELL."

"Never again. The worst customer service in the world. I purchased a non-computer, accessory item, and then received 2 emails saying due to delays my order was cancelled. Ok, stuff happens. Almost a month later (after I found this large item elsewhere) I received yet a 3rd email from Dell saying they shipped my purchase. After 4 calls, the longest of which lasted 57 minutes and required 5 transfers, I got some "supervisor" on the line who said they never cancelled my original order and then HUNG UP ON ME! I finally had to file a complaint with both the FTC and American Express. But the joke's on them. I do the majority of the purchasing for a multi-office law firm. Guess who we no longer buy from?? No wonder this company has such a bad rep. "

"I remember when Dell used to be a reputable company . I don't know what's happened but clearly no one there gives a crap anymore. I attempted to buy a TV from dell a month ago, and in doing so made a typo in my phone number. A few days later my order shipped, and then 2 days after that I received an email saying I needed to call in to verify my order. Well the phone number included an extension that didn't work and I was on hold on the main line for a long time, so I figured I'd try again the next day.

I wake up the next morning to an email that tells me my order has been cancelled because I didn't verify. This was 18 hours after the first email I got asking me to call in. The email said to call in to have the order reinstated, which I attempted to do. Unfortunately I was bounced back and forth between verifications and customer support and no one seemed to be able to fix it, so I figured my order was cancelled.

A week later I had no TV and no refund so I attempted to call in again. I was yet again bounced around and talked to everyone in India and no one could tell me why I hadn't gotten a refund, other than it may take a while, and one person suggested I dispute it with my credit card.

I gave it a few more days as Amex requires 10 days to dispute it, but still no refund. I attempted to call in one last time and yet again no one cared. I was told by customer support that my order was on hold pending verification and I needed to talk to the verifications team, and then the verifications team told me it was definitely cancelled and I needed to talk to customer support. No joke they transferred me back and forth 6 times. When I asked to speak to a supervisor they refused.

It's been 3 weeks yet and I still have not received a refund, while Amex investigates.

Completely ridiculous, I have no idea how this company is still in business. "