"I am a commercial customer of Dell and have purchased over 100 pc in the last 15 years. I am totally shocked at the horrific service I have received from Dell. On December 20th I received a new Dell Vostro Desktop,220S this was the second machine I had purchased in the month of December alone.

While trying to install version 2008 of quicken I received an error and research indicated that I needed the new 2010 version to run on this machine. I searched the Internet for a download copy and the Dell site came up with a $29 download deal. I entered my credit card and purchased the 2010 version of Quicken.

Shortly after my card was charged I received a notification that it would take 1-2 business days for the email with download instructions to be mailed. “Download to me should be Immediate” I waited the 4 days due to the holiday and still no download email.

I then contacted Dell support via chat and waited for the 22 people in front of me for my turn. After waiting some 45 minutes I was greeted by the Dell rep and told that the order was already shipped?? When I explained that it was a download order??? He said he new nothing about how download orders worked and that I needed to contact Dell Customer Care via phone during normal business hours.

The next day I waded through the voice mail system (again some 45 minutes) to reach a foreign speaking individual who informed me I needed Business Customer Service due to being a commercial account. He said he would transfer me.( only to hang up in me).

I then called back waded through the same voice mail system (another 45 minutes) to reach the business support who said he also new nothing about how to get a download product. I then said just credit this product. He said he would need to be transfer me to the person who issued credits and when he transfer me he hang up on me also.

I called back again (45 minute process) to reach the credit department only to be told that download orders were not refundable. ( I said send me the download link or credit me) the agent said he would have to forward the request to management and this process would take up to 1 week.

The moral of the story is… “no matter how good of a customer you are Dell dumps on everyone”. (it took over 3 hours of phone time only to be told no one can help)

I have had good luck with Dell equipment of the years but this service is Horrific.
It is a shame that a $29 order has cost them a good customer.

1-14-2010 I received a call today from dell stating my credit card had been refunded for the Quicken product.

I asked if there was someone in management I could relay this experience to in order for them to learn form the issue.

The agent said I would need to call tech support if I had any other problems please don't tell her about the problem for she was busy and could not help me further. ( Just thought management should know of the problem so it does not happen to others)"

"I thought I was the only one having problems with Dell, I used to recommend them to everyone and have always ordered my computers from them. But - I've been trying to order more RAM for my Dell, which is difficult to get anywhere else. They took so long to process the original order that I placed it again by phone but of course I now cannot get hold of anyone to cancel the online order. I've waited for ages on the phone, no one answers and it is a premium line so I'm being charged for the privelege of listening to ghastly music. I've sent numerous emails, again no response and they are now pushing the delivery time back. Thank goodness I didn't order a full computer with them. I am so disappointed that what was once an excellent company has now joined the 'Dark Side'. Like everyone else, I won't be rushing to order anything else from them."

"DO NOT ORDER FROM DELL! Estimated shipping date is 10 weeks after the order date and they have already charged my credit card. They don't allow you to cancel the order before it is shipped.

Edit: They have allowed me to cancel the order(after 2 hours on the phone). Apparently due to a problem on the website I had ordered only the warranty for the item and not the item. They had charged me the full price for the item and only given me a warranty."

"I'm very thankful I reached this site because I was considering purchasing a new Dell desktop. I have always been pleased with Dell products. My last purchase was a 22 inch ultrasharp monitor last February which is awesome. Obviously from all these complaints something is now seriously wrong at Dell. I also noticed if you go to build a computer on their website they keep delaying the estimated shipping date as you build it, something I never saw before. I'm not sure where to go for my next computer. Apple gets the highest customer service ratings but I'm not emptying my pockets to pay their inflated prices. My guess is Dell has downsized its work staff forcing employees to take on workloads they can't handle and helps to explain why their customer service people are now rude and irritable. Unfortunately this is the American way, cut, cut, cut staff and make employees life miserable.

If anyone could suggest an alternative to buying Dell I'd appreciate it. I'm interested in a company with decent customer service and reasonably priced computers. Thanks."

"I placed this order on November 25th for a new studio XPS 8000, and the delivery date was supposed to be before Dec 14, they delayed my order till December 24th. then from the first use on the first day I noticed the operating system was not functioning right and giving some errors messages, so logically I called the customer support to help me fix it, I was shocked when they told my that my warranty does not cover any software problems, only the hardware and I have to pay $250 for a one year support covering software issues, I tried to clarify to the customer support agent that this COULD BE ACCEPTABLE if the system worked initially and that software problem happened later, but the OS never worked, how come I have to pay for fixing it, he refused and insisted that I should pay first for him to be able to help me, and when I asked him to get me to someone else or his supervisor to speak with, I got the same answer in a rude and unprofessional way, I deeply regret that I bought that PC from Dell, I should have considered HP or other brands, I can't believe that they want to charge me to fix the problem which I have nothing to do causing it, apparently this is a wrong installation or defective software, I paid the price to get a working PC not a defective one. I will never ever deal with Dell again, and absolutely not recommending or advising any one to deal with Dell, somehow they will try to charge you left and right while customer satisfaction and reliability is the last on their list.
"

"NEVER, NEVER, NEVER order from Dell. Purchased product on Black Friday to gift for Christmas, and when product was broken out of the box, Dell tells me that I am outside of the 21 day return policy. "

"Well it's a good value, and quiet, and that the only positive things I can come up with.

When I initially placed my order for a Vostro 220 the expected delivery date was 12/9, I finally received it on 12/22. I sent an Order Status inquiry on 12/11 or 12, I never received a response but the order did mysteriously change from In Production to Delivery Prep the next day. I never received any type of delay notification by email despite the fact it was took two extra weeks to fulfill my order. I would not suggest anyone without some type of backup PC order from them at this point, because who knows when you'll receive it."

"I placed the order on 12/01/09 at 10pm to catch the Bing Thanksgiving deal 20% off on certain store(included Dell). 12/02 was the deadline and I made it on buying nikon D300s. Athought invoice price including tax and shipping was $1732 but Bing cashback was $314, end up the camera costs only $1418 which beat all the online stores price. As a result, I wouldn't say they are fast. The item came a little late at 12/07 but everything was fine because I trust the company like Dell will not be scam eventhough they are not expert in camera field."

"I bought a Dell laptop, one of many purchases from Dell. I must say I will NEVER order from Dell again. Their customer service is the worst I have ever experienced. They sent me an email that the computer has shipped yet Fedex didn't have the package. The charge hadn't gone through my bank. I called the bank, they said it was rejected because the order was in my son's name and he used my bank card. They gave me the number to Dell to call and have the order put in my name and the bank would allow the charge to go through. I spent two days on the phone with Dell, they transferred me to 7 different people. They insisted the order had been shipped yet when I tracked the order, Fedex said they didn't have it. It is now the 28th of Dec. and I can't get Dell to believe or understand that the order hasn't been shipped or paid for. At this moment I have been on the phone with Dell for 23 mins and they still don't get it.....I will never ever order anything from Dell again nor will I let my son use my card to purchase anything from Dell"

"I ordered a Zino HD from Dell on November 17, 2009 with an expected delivery date of 12/09/09.

Dell canceled and re-entered my order on the day it should have shipped with a new delivery date of 12/23. I call Dell support. After 30 minutes on hold, I am told that the delay is due to a credit card hold and that I have to call my bank. I ask to cancel the order and I get transferred to another department. The new CSR tells me that it had nothing to do with my credit card, but that Dell changed the name of a color and this caused their system to reject my order. He also let me know that the new expected delivery date of 12/23 was not correct and that it should be 12/28.

On 12/24 (the day the order should have shipped) I received another email informing me of another delay. The new expected delivery date is 1/5/10. I called to cancel but Dell was closed for the Holiday, so I emailed my cancellation.

The delays would not have been so frustrating if it were not for the fact that I could have placed another order several weeks after my first order and received the new order weeks before my fist orders estimated delivery. However, doing so would have cost more due to the sale price I received on the original order.

My feeling is that Dell was delaying the low margin orders and filling orders that were not as heavily discounted. Their process should have been first in, first out, but it was clearly not operating that way.

This would have been my first Dell for personal use. It will be my last for both personal and business."

"Well, contrary to many reviews on this website, I found my Dell order process to be quite satisfactory. I placed my order for a Studio XPS 9000 desktop, fitted with an Nvidia GTX 260 graphics card, Intel i7 920 Processor, and 6GB of DDR3 RAM on December 2nd. The estimated delivery date from the start was December 22nd, which is a bit long but understandable (there was probably a huge amount of orders coming in for the holidays). Well, the order status changed immediately to "In Production", and stayed so until it was shipped. It's important to note that the online order status page does not show and subcategories for order status, so do not be worried if this does not change for a while. The order was shipped on the 17th, and right away the delivery date was pushed back to the 23rd, only one day after the original estimated date. The tracking number began functioning only on the night of the 22nd, and the computer was delivered very early (11am) today, the 23rd of December. The computer is in great shape, and runs quite well. All in all, despite the long production time, all estimates were correct, and Dell delivered on all their promises."

"HORRIBLE experiance. I placed an order in late october. as of today is still in production. This after been delayed, cancelled, modified, "requested expedited service". NEVER BUY from dell.
I will never buy from dell again."

"I've ordered many Dells for work over the years, but I've always built my own machines since Gateway 2000 shipped me the wrong machine some 13 years ago and refused to fix their error unless I paid big $$ for shipping... but I've had few prolems with Dell.

That is, until I ordered a Dell Zino for Christmas for myself this year. I would build my own machine, but the small form factor and low noise level suckered me into their Vapor Hardware and as a result I'll have a keyboard and mouse for Christmas, but it is looking like I won't have a machine until well into next year. (Current expected delivery date is Jan 5 2010).

I ordered a week before Thanksgiving, my wife said I should wait for Black Friday to save $$, but I wanted to make sure I ordered in time. Their web site would not let me enter my address, then it wouldn't let me use the financing they forced me to get for the current deal, then it wouldn't acknowledge that the Zino even existed. Finally I gave up and called the next day. After about 40 minutes on the phone, I had ordered a new Zino HD, mostly fully loaded with no Blu-Ray, in the color my wife wanted. Expected delivery date, December 10th.

Well, a week later, I could have saved about $100 on Black Friday, but the computers that day may not have had the HD4300 graphics card I wanted... so I wasn't too concerned... until the next week when Dell started bumping up delivery dates. Mine moved from Dec 10th to Dec 28... which was irritating as this is the Family Christmas present... but that is not too much after Christmas so I was not too concerned. I did email the person I spoke with on the phone, but they never replied with an explanation. (avsforum has people who claim their rep said they cancelled and replaced all the early orders and they had to go to the back of the line... stupid if true. Sounds like Dell needs to hire a competent database programmer)

Anyway, 2 weeks later, about the time my computer should ship, it was again delayed, now until January 5th. I don't look kindly on schenanegans like this. They have shipped Zinos to others, people who ordered on BF claim to have received theres... but there is no explanation of why mine is delayed... seems like if something is unavailable, they should give me a free (or at least option to) upgrade before shipping to others who ordered weeks later.

Anyway, I just went to Best Buy with a recent business purchase. If there was a comparable HTPC available, I would cancel this order and never deal with them for personal orders again... but I guess I wait.

I recommend against buying computers from dell, they clearly are selling systems they can't deliver."

"Dell is experiencing MAJOR issues at the moment. I don't know if their problems are long-term or acute, but I will never buy a single item from Dell again. I placed an order for a Studio XPS on Nov-25, with an initial delivery date of Dec-8. The Dec-8 delivery date was rescheduled to Dec-16, and then on Dec-11 I received an email telling me that the product would not arrive until Jan-5. In other words, delivery would be over 1 MONTH after the order date. Dell's line employees are not able to solve this problem, and the company has an arrogant attitude along the lines of "we don't need your business, anyway." Well, they've lost it, the order has been canceled and I'm not returning as a customer, so I guess everyone is getting what they want? Except the computer I ordered, of course..."

"Order delayed multiple time. No communication from Dell. No information on what was holding up the order. It is impossible to get any information out of Dell. Their cutomer support is terrible and the CSRs are not authorized to do anything other than read your invoice back to you. I have since canceled my order according to FTC rules due to the delay. I won't be ordering from or recommending Dell again. This is a shame because I used to like Dell very much."