"I have been a dell customer for over 3 years now because it is all that I can afford. Since I have been a Dell customer, it has been awful. The customer support is terrible and so are their laptops and desktops. Ever since I bought my laptop from Dell I have had numerous issues with it. One of which is always a reoccurring issue. The keys on my laptop constantly fall off. I am constantly sending it in to be fixed and forced to by another warranty. When I call their technical support, I am disconnected numerous times and spend hours on the phone trying to get what is never resolved, resolved. After all the time, warranties, and products I have been forced to buy, I would have been better off with an APPLE computer. I would never recommend a Dell product to anyone!!!"

"I purchased a Dell high capacity color laser printer for my business. This new printer was ordered to replace a Dell smaller capacity printer that still runs like a champ. The new printer started mal-functioning almost immediately. I kept notes to try to identify the pattern, and then spent literally weeks trying to resolve the matter to no avail. I couldn't reach anyone by phone who could help, and spent well over 30 hours trying. I finally got a response via email, but have not yet received a resolution. Everyone I communicated with was located in the Phillipines; I could not obtain the name or telephone number of a manager in the US. So here I am, with an expensive printer that doesn't work like it should. Generally speaking I have been happy with Dell products until this printer, however the service/lack of is unbelievably bad!! I will NEVER purchase another Dell product again!"

"We have a small business and have all of our computers through Dell. We will be selling every computer and product we have through them.

We wanted to purchase the new 2013 QuickBooks Pro 3 user program again, through Dell because we have always supported them.

What was included in the description of a CD and shipping, no where did it state it was a downloadable version. I called 4 days later to see where my product was because it was to be delivered in 1-2 business days. Come to find out, it was a downloadable version. Again, NO WHERE did it state that it was a downloadable version until after it was placed.

So when I finally became aware that it wasn't going to be delivered that it was stuck in our junk email...I was informed that there was no possible away to return this and be refunded so I can purchase a CD. So, after speaking to 3 different managers and 1 hour and 10 minutes later, I am stuck with a downloadable version that I purchased on mistake and $340.79 loss.

Bull, bull, bull
I could completely understand if I had opened the software and already downloaded it on a computer, however, I have not even opened the email. According to Dell, they still showed in their records that I have not received the version at all.

I will be taking my business elsewhere and every chance I get, turn another person away from Dell."

"Frustrated with DELL, my Inspiron ONE 2305 and Dell Warranty Service

March 16, 2013

Having worked at a very popular computer store, I believed that I had done my homework [researching so many different computers online and reading a lot of reviews for a complete computer system at a good price].
My partner had computer on his Christmas list and by summer 2010 was confident on bringing home the All-In-One. But any happy feeling or confidence dwindled away the first week as the computer started giving us problems. I thought that it was just the usual "new item kinks" that had to be worked out but month after month problems keep getting worst.
For almost a year the Inspiron One continued to give us problems and a huge headache. We did have a warranty and that helped but we didn't have the peace of mind of getting on the computer at any given time and not having problems with it. Finally, I decided to give Dell one last call two months before the warranty went out and demanded that they fix this computer once and for all. It took a couple of weeks on the phone and repeating the same old story to dozens of service reps in God only knows what foreign countries but we finally got a service tech to come to our house. When the tech arrived he tried a new "refurbished" hard drive and that didn't work a few days later we got another hard drive and nothing. Then, the tech tried a motherboard and nothing. Finally, Dell sent me a new "refurbished" Inspiron 2305.
You will not believe this, but the exact same thing started happening - problems from day one. Called Dell and told them the computer kept shutting down. Blue screen. White screen. Black screen and was told that they had fulfilled their warranty contract by sending out a refurbished computer. I told the manager that I was talking with that they should have at least sent a properly working computer!!! So yeah, it's going on 20 months and sometimes it's crashed 6 times in one day. In addition, ran a full diagnostic and having the same hard drive error. Now, I need a new hard drive... probably needed it all along but will need to buy the same hard drive like that is going to really fix the problem. At least I am hopeful. I am frustrated with Dell, it's warranty program and it's product. I even told them that when they sent out my refurbished computer that I had more than a month left on my last warranty but they told me I needed to buy another warranty plan for the refurbished computer [they had just sent me] that didn't even come with a 30 day warranty and was not working. Now I need to buy another one of Dell's famous faulty hard drives to keep our Franken computer working."

"My XPS 15 (Service Tag 603VGV1) is horrible. The tech support is a joke. From day 1 (5 months ago) the wireless internet is Sloooowwwwww. The monitor needed to be replaced. The operating system re-downloaded TWICE. A new internet wireless card."

"Terrible absolutely terrible customer service. I will never be doing business with dell again. All I wanted to do was purchase a 24 inch UltraSharp monitor that's all. This began an episode involving 11 different people. My credit card was charged twice, it would have been charged 6 times had i not contacted my bank. this is an unexcusable. Supervisor what a joke, no help whatsoever. My first order was cancelled by Dell. I called back to reinstate the order, I was told i could not do so and was promptly put back in the queue only to talk to another person which was no help whatsoever. I was then told that my order was received and being processed. after 24 hours I still had no confirmation of this and decided to call Dell back. I was then told no my second order was also cancelled or never placed????? Once again I was put on hold only to be put back into the queue and rerouted to another person. After talking to several more customer service representatives as well as sales representatives and 2 supervisors my credit card was charged twice and the order is still not correct. Dell says they wont remove charges for an item i never even orderd??
I advised the supervisor when I receive the item I did not order I will be returning it promptly for my refund. I was also told I would receive 1 day overnight shipping at Dells cost due this inconvenience. Never even happened. 6 days later I'm still waiting. Buy from someone else!!!!!"

"I purchased the Dell 10 XPS Tablet on 12/28/12. At that time the website stated that the estimated delivery date was 01/03/13. Three times the delivery date was pushed back. I called Dell each time to find out why and all they would say is the demand was greater than the supply.

I ordered the 32GB tablet. When it arrived, it was 30GB. Of the 30GB, 24GB was taken up by Dell software previously installed. That left only 6GB for me do download music, videos, etc. I returned it the same week I received it.

All customer service is in India. Your usually wait time to talk to someone at Dell support averaged 15-30 minutes. Often you could not understand the person you were talking to. Never again will I order a Dell product.

"

"I would never ever buy any product from DELL and I suggest the same to my fellow readers... it was pain in the a**...
placed and order on 11th Jan was curiously watching the order status to change to shipped but it never happened even after 4 days it was still in "in production" status... after chatting and speaking to 10s of reps finally came to know that the order cannot be processed and have to reorder... WTF... it was a gift supposed to reach by 25th.... I was promised if I reorder I would get it by EOD 25th... today is 24th still the order is in "in production" status...."

"Awesome Business practice. About within 2 years after I bought my Dell Windows 7 Intel Core Desktop computer. First My computer was acting funny and not getting online. I called Dell went through with them for help troubleshooting the problem. Had a 3 years protection pack when I bought the Dell Desktop computer which I'm glad was offered online when I bought it, than the Dell employee on the phone said I have bad news your computer ended up getting fried by a lightning storm, I had the computer hooked up to a power protector but it came through the phone line fried the Mother Board. So when I called Dell within a Week they sent out some repair man and Took the Old Mother Board out and replaced with a New One."

"I recently bought my first and my last Dell product. The only kind thing I can say about Dell customer service is that it is incompetent. I needed to replace a damaged screen on my new laptop. While I was told the screen replacement would not be covered under the warranty, the Dell representative quoted a price for the repair that was expensive, but in the ballpark of other repair quotes I had received. So I shipped the laptop off to Texas for the repair. That was a BIG mistake. Dell demanded twice the price, almost $400, that their representative said it would cost. Dell refused to honor the price that I had been quoted. I asked for the laptop to be returned unfixed. But in order to get it back, I had to call a different department in Dell. Mind you, each conversation with Dell customer service requires about a 45 minute wait on the telephone to talk to someone. I finally got it fixed by a local IT guy for $160, including the new screen. Dell needs to explain why they need to charge almost $400 for such an easy repair."

"Dell Inspiron One 2320 23-Inch touch-enabled All-in-One PC is the worse computer I have ever owned. It was a lemon from the day it was delivered and Dell would not honor any exchanges or returns. I will never purchase a Dell nor would I recommend anyone else to, their customer service reps (after you buy) don't speak english and give you the run around."

"Dell,Dell,DEll what did u becamme
first i used to buy from dell and vas happy before
NOW to hell whit dell so frustrating to talk to services from india china hell
first i bought black friday computer deal i had confirmation e-mail from dell that is shiped and got my order number, i vas not woried coz i bought before from dell no problems
12 days after a checked to see coz past due on delovery and i see order canceled
i called to see what up whit my order but thay send me around call them call them
insted thay should ansver my question
so i got no info at all
i tought i have good deal instead i got headacke
now my purcase is panding by paypal
NEVER AGAIN DELL
NEVER
HORIBLE CASTUMER SERVICE
DONT BY AT DELL"

"WORST CUSTOMER SERVICE EVER!!!!!!!! I will NEVER buy anything from Dell ever again so long as I live. I have been shuffled around for hours. TV I ordered showed as in stock the day I placed the order. A few days later, I happened to log in to track the shipment only to find the delivery date had been pushed back six weeks. I then received an email from Dell offering me the option to switch to a nicer TV for the same price. I called immediately to take advantage of the offer, only to be given the runaround and told that the offer was no longer available (even though I called well before the due date they provided). Every time a rep got to the point where they didn't know what to do, they just dumped me back in the queue. When the next representative picked up, I would have to explain the ENTIRE issue all over again, only to be told I had the wrong department. Even when asking to speak to a manager or to be transferred directly to the appropriate department, I would end up back on hold. If I treated customers this poorly at my job, I would be fired. Magically, as soon as I cancelled my order, I was informed that it had not yet shipped (even though multiple representatives I spoke to before that told me they couldn't modify my order because it had already shipped) What a nightmare!"

"ordered a hgtv from Dell 11/26/12 competitive price "FREE 7 DAY SHIPPING" "FREE 30 DAY RETURN POLICY" ship date was 11/28/12 as of 12/10/12 NO TV.. DELL used carrier PILOT FREIGHT SERVICE>> as of friday 11/07 the shipment was still in chicago. web site Listed it as being in Phoenix.. Carrier said they MAY call On Monday 12/10/12 to set up delivery date ? Dell offers a 30 day return policy BASED on THE INVOICE DATE... so it could be 2 WEEKS(or more) BEFORE YOU GET YOUR SHIPMENT leaving only 2 weeks OR LESS to return it.. BEWARE OF DELL and their SHIPPING CARRIER PILOT FREIGHT"

"If anyone is considering getting a new laptop for Christmas, I strongly discourage everyone from getting a Dell product. Placed an order for Inspiron 5523 at the beginning of November. Realised only after order placement that estimated delivery was more than six weeks ahead on December 19. I asked Dell at the outset if early delivery is possible (before Dec 16, since I was leaving the country then). Instead of giving me a clear answer ("yes, 3 days earlier is possible" / "no, we cannot guarantee early delivery" / "we don't know yet"), I was confronted with a series of wrong information and the worst customer service for 4 weeks, after which I eventually had to cancel my order out of frustration and resentment. This is the email that I felt compelled to write to Dell in the end:

---


Dear Dell Staff,

I have just had a telephone conversation with a Dell customer service supervisor and decided to cancel my order immediately, but to make sure that this is actually happening, I am writing this email to you. Thus, please cancel my order ASAP.

Please let me tell you that I am deeply disappointed and frustrated after having had to go through such a lengthy process that was full of wrong information, false assurances, and delays. I feel cheated as a customer and the time that I have spent on selecting a premium Dell product is wasted.

I chose Dell because I believed in your reputation as a professional, quality, and trustworthy provider of personal laptops. I ordered five-and-a-half weeks prior to my departure for my Christmas holidays. Only after I placed my order, I had to learn that “expected delivery” was only after six (!) weeks, which came as a shock to me. First checking your website, I could not find useful information and apparently no changes to the order were possible – I was surprised by such a lack of flexibility.
I then asked your customer service staff if there are ways to accelerate the order by just half a week, noting that five-and-a-half weeks for order processing and shipment are still substandard. Rather than just telling me honestly that you are not able to accelerate the delivery, I was told very early on that “usually most of the orders are delivered much before the given date”. Had I believed this vague claim, I would be left clueless and uninformed until the very end, and would not have received my laptop despite your statements. In other words, you gave me false reassurance for something you could simply did not know.

I was however getting unsure whether your statements about “usual deliveries” are valid, so I enquired again in order to get some assurance. I also made references that your FAQs are not very informative and that indicated that I would be happy about more information. However, I was only told that my request was forwarded to the manufacturing department, all I could do was wait and hope. However, nothing in my order status (“Pre-production”) changed, so again I felt necessitated to contact you for further assistance. I was then called by your customer service agent ####, who assured me that my laptop will be the first to be produced and that the order will dispatch by December 10. Should that not be the case, then we would “see what we can do” (her quote) after the 10th. Other staff (e.g. Mr ####) were copied in all email correspondence. Besides, I also asked for information on how to cancel my order (because your website does not provide any information: http://support.euro.dell.com/support/topics/topic.aspx/emea/shared/support/dsn/en/cancel_order?c=uk&cs=ukdhs1&l=en&s=dhs. I never received any information on this, despite my request. In other words, you ignored me.

I hoped this the information about the manufacturing department was true, but I kept checking the order status and did not see any changes. I thus thought (in good faith) that maybe the tracking does not work properly and the order has indeed been in the manufacturing stage, blaming everything on a mere technical error. I sent an email to customer service in order to enquire whether this is the case or not. However, the customer representative was not in the office. This is nothing concerning (people should get holidays), so I tried her manager. Also her manager was not in the office. This was surprising, given that the out-of-office notice said I should contact her manager. I tried Mr ####, who was also not in the office. I also tried three other staff members mentioned in the out-of-office notices, one of whom also was not in the office. This is remarkable, and I have never experienced such a lack of professionalism. I had to send five emails before some of the remaining staff members felt sufficiently troubled to actually respond to my question via phone. In other words, you were simply not there when I had a question about my status.

Then (today), in an attempt to explain the delay in my order, I was told by your staff on the phone that there are apparently delivery problems for the displays. If you knew that but simply didn’t tell me, then this means that you told me false information. I would not have otherwise known that my order cannot be delivered in time. In other words, you simply lied to your customer.

Your staff member also told me that my order could be delivered by December 19. I told him that this was in fact the problem, not the solution. Rather than admitting that it is not possible to deliver before the 16th, he instead suggested discounts as a compensation for my troubles. I told him that this wouldn’t solve my problem and he would suggest I think about it for an hour or two and call me back later. I had to tell him six times that I want to cancel my order. In other words, you simply did not listen to me.

Now, after already more than an hour, the order still has not been cancelled. I expect you to forward this email to your managers in order to let at least someone who cares about your customers know how ill-conceived your processes, information policy, and customer treatment are.

[...] I have never in my life had such a dreadful experience with any company. I hope you learn from this and improve, or otherwise there will soon be no customers left to disappoint.

Thank you for your attention.
Marco Haenssgen"