"I bought a XPS laptop six years ago and it has never had a problem. I only had to replace the battery recently. So I thought I would buy from Dell again. This became a huge mistake. I bought two things during last year Thanksgiving.
First one is a 75' LG 4K TV. The TV screen was damaged out of the box. We had to put the thing back into its box and ship it back for a replacement. Try do that to a 75' TV yourself, I can tell you it was a lot of fun. At least the replacement worked.
Then I bought this Inspiron 7000 gaming laptop. When we first received the laptop, during setup it kept going to a blue screen and rebooting itself. I googled myself and tried a few things but no luck. So we spent a hour with a representative on the phone. She did some tests remotely and decided to re-install the OS, however she failed to do so remotely. Then she had us ship the machine to a repair center and ensured us that they will resolve the issue by re-installing the OS. Weeks later we received the repaired laptop and guess what, the same issue remained. Although it didn't reboot as often and random as before but it still happened. We called Dell trying to have it sent to the repair center again but the custom service insisted to do remote test/repair first. So another person did the same OS re-install as last time and this time it seemed to have worked. Then we downloaded a system checking tool ourselves and found out two mother board drivers were missing. So we installed them. Then the machine seemed to be working until it crashed minutes ago.
All this is about a brand new $1000+ laptop. I bought it as a gift for my gf and now she has to waste time with the custom service. Worst of all, we still don't know if the machine is free of hardware problems at this point. I will never buy from Dell ever again.
Oh, almost forgot to mention, they will refuse to publish your negative but honest product review. Pathetic."
"I ordered a Inspiron. Dell e-mailed me that the order was received so they had my e-mail. When the computer didn't come, I tried to track my order and then found out that there was a problem with my order. They never e-mailed me about this. I called the number that was on the message and spent over 2 hours speaking to people I could barely understand getting transferred multiple times until I ended up connected to the original menu. I do know that the order was cancelled. This also happened when I tried to order a television a couple of months ago. I will never order from dell again. "
"If you're considering buying a Dell PC but aren't sure, I'm hoping this review helps. This is what you can expect should your PC die shortly after purchase. The best part of all of this is the Supervisor Gail writes "Your satisfaction is our topmost priority." in her introduction email. Absolutely horrible customer service and their "warranty" isn't a warranty.
In a nutshell, my computer died after 4 months and their 1 year "warranty" doesn't include replacements. You have to ship it back for them to refurbish it if you manage to get that far, which includes several hours on the phone with remedial and irrelevant troubleshooting by various tech levels. I was fought tooth and nail and Dell eventually just refused to replace it. Apparently, after reading a ton of online reviews, many of their PC are "Frankenstein'd" together using leftover and outdated / incompatible components then sold for a quick buck. Here is an email string from a supervisor named "Gail" after about 4 hours on my end with tech support and emailing back and forth.
-------- Original message --------
From: Gail_873805
Date: 1/31/18 2:40 PM (GMT-07:00)Subject:
Hi Martin,
We are not declining the request but system replacement is not a good option at this point. I see here that there were no history of repairs on this computer which we can take advantage of the warranty of your computer. The process will take 7 to 12 bussiness which include the shipment of the computer. Please let me know if you prefer to discuss this over the phone and I'll setup the call back for you.
Thank you,
Gail
Dell | Team Manager
9:30AM-6:00PM Central Standard Time
Friday to Wednesday
--- Original Message ---
Received: 2/1/18 2:22:13 AM CST
To: "Gail_873805"
Subject: RE: Re: Dell S960099773
Hi Gail,
Are you refusing to replace my PC? I already spent 2 hours in the phone with your tech and it was a complete waste of time. Why would I do this again?
-------- Original message --------
From: Gail_873805
Date: 1/31/18 9:12 AM (GMT-07:00)
Subject: RE: Re: Dell SR 960099773
Hi Martin,
I appreciate your feedback as this will help us on improving our services. I am sorry to hear that you have been experiencing this kind of issue on your computer for some time already. Is there any way that we can setup a call back today so that I can have one of my senior technician to call you and provide a resolution and a better option if possible?
Thank you,
Gail
Dell | Team Manager
9:30AM-6:00PM Central Standard Time
Friday to Wednesday
--- Original Message ---
Received: 1/31/18 8:51:05 AM CST
To: "Gail_873805"
Subject: Re: Dell SR960099773
Hi Gail,
I appreciate the follow up. I was planning on calling back in today to speak with a supervisor but decided against it. As of now, I do not intend on doing business with Dell again as it is incredibly time consuming and resolution seems futile should an issue come up.
I bought my PC about 5 months months ago with the understanding it had a 1 year warranty. Over the past few weeks, the PCs sound is unresponsive and dead and it's shutting itself down spontaneously. Sometimes the sound works and sometimes it doesn't. Sometimes when I reboot the sound is good and sometimes not. I've tested everything imaginable prior to calling Dell for support, updated drivers, changed cables, monitors, ran through hardware software troubleshootimlng etc. Something is wrong with the PC. Despite this, and after informing Paolo of this, I spent about an hour and a half in the phone yesterday doing the same things with no resolution. PC is still broken. After Paolo finished troubleshooting he explained that Norton Anti-virus was causing the issue or issues which makes no sense to me. I've never used / configured the program and it's been been dormant since I got the PC. In any event, it's still broken. I told Paolo all of this and asked him if I needed to go through all of this again if my PC was still experiencing the same issues and he told me we would need to do more troubleshooting and that a replacement wasn't possible despite it being under warranty. As a last resort I could sent it back to Dell and have them try to fix it. I do not want to be stuck with a lemon and do not have funds to buy another one and can't be without a PC as I use it daily for work Id expect with Dell or any other reputable company to honor a 1 year warranty and replace the unit without pulling teeth and fighting tooth and nail.
Paolo was.polite and professional in every way but I feel yesterday's call was a waste of time and I'm still stuck with a bad PC.
Thanks for listening and sorry for the rant, didn't expect to have to go through this.
Please let me know if you can help and what my options are.
Thanks much.
Martin
-------- Original message --------
From: Gail_873805
Date: 1/30/18 4:33 PM (GMT-07:00)
Subject: Dell SR 960099773
Hi Martin,
This is Gail, the supervisor of Paolo whom you spoke with recently from Dell Technical Support. I understand that we have assisted you in troubleshooting issue on your system. I just wanted to follow up with you to ensure everything was resolved to your satisfaction.
Your satisfaction is our topmost priority. Feel free to share any feedback from the service you received from us. Your feedback will be strictly confidential which will be used for the improvement of Dell Technical Support Service.
Thank you,
Gai
Dell | Team Manager
9:30AM-6:00PM Central Standard Time
Friday to Wednesday"
"I have had Dell computers that were fine but I bought them through Amazon. This time, I bought my boyfriend a computer through Dell, thinking it was a reputable company. The screen was defective with flickering and lines from minute one. They convinced him to send it back for repairs, and kept it two weeks. I bought him a new computer, not one that should need to be fixed! If it was OK when they sent it back, there wouldn't be a problem but the problem is the same. Now they are saying that it's been over 30 days and we can't get a refund.
I wish I had read the reviews about Dell.com. Save yourself trouble and stay away. "
"Bought an Inspiron in 11/18. Defective touchpad and scroll, slow and cheap construction. Have wasted hours sending it back and forth as Dell will not give me a refund.
Don't waste yr money on a Dell"
"that cd room noise dameged my mental health. "
"Horrible experience with their customer service. We have called many times but they will not call us back. Won't allow us to speak to a Manager. Buyer beware"
"I am actually laughing when I see that 3rd parties such as Lazada or Amazon take only a couple of day to deliver (1 day for some cases), but Dell, the big Dell is only able to deliver in 5 weeks (when it claims the delivery would be achieved on 2 weeks before order confirmation of course). Who wants to wait 5 weeks for 2 monitors?
I have ordered on Dell Singapore, using Shopback, and Dell also rejected the transaction. This is the first and last time I order through them...
"
"Took them 5 weeks to deliver to Norway. When asked for a tracking number, they could not provide one. Said they had put me on a priority list to track my package (just wow) but they couldnt tell me were the laptop was. The laptop was great upon arrival (9560) delivered by Schenker, after 5 weeks (still no tracking). The rest stinks. "
"My new Dell XPS 1300 had defective hard drive. It crashed 3 months after I bought the computer. Got a very time-consuming run around before it was fixed, even though I paid for the fastest in-home repair at purchase. Then I had to fight hard to get even a small coupon compensation. Then I got another run-around when I tried to use that small coupon! I will not but any more Dell products."
"I ordered a Dell Inspiron 13 5000 series. I had trouble with its function from day one. It was very slow despite an upgrade. It could take 10 minutes to boot up! I put in ticket after ticket and Dell assured me everything was fine. My laptop was a lemon and they wouldn't let me replace it under warranty. Now, a year later 21 days after the warranty is up I get a notification that says "Your battery has experienced a permanent failure and needs to be replaced. The system will power down when the AC adapter is unplugged". I have never had such a poor product or such poor customer service. At the cost of this laptop, that is unconscionable! I used to think highly of Dell but will never buy another product of theirs and suggest others take heed."
"It's a great company with great after sales. It has a higher value than other brands with the same specification but due to the quality of the products still worth it. In my company all notebooks are from DELL company and all monitors and ALL IN ONE are also.
Congratulations to the company."
"My Computer has problem so called customer service.
They charged quick but fixing is not.
They supposed to call back next day again but did not get a call.
Never contact me say sorry so i email them I want my money back.
I got a phone call right away and he said "I need prepare for fix I will call you hour later".
But already 2 hours passed.
Never ever buy this company product if you like to fix and use."
"12/15 Tech support charge 120 $ and it did not fixed so email them to set a new support time for 12/16 4:00 PM.
Never got a call so email them back about four hours of waiting time.
After send email finally got a call but we were out for dinner so could not fix and they never apologized for not calling on time. So we set new appointment 12/18 at noon. We waited four hours but did not get a call so my wife went to hair place and they called still not saying sorry for not calling on time. But ths time they said they will call back four hours later. I still did not get a call.
Right now i am going to bed 12/19 00:20 AM. Hopefully they not call me when I am laying on the bed."
"I purchased a laptop and it was supposed to be delivered on 12/13 its now 12/16 still no laptop.
tried to contact them and they kept giving me new numbers to call. finally got some one that said an accounts manager will call me back in 24 to 48 hours still no call.
not happy with with the purchase and I haven't even gotten the product yet. a little upsetting to pay extra to get an item faster and it still takes longer.
if you buy a dell laptop I suggest that you buy from somewhere other then the dell website"