"I placed an order for a Nintendo DS on Dec 3. Dell advised "estimated shipment date" of December 18. On December 19 I received a phone message advising that the new estimated ship date was December 26 (after Christmas);. I immeditely contacted dell to cancel the order because it was a Christmas gift. In total I have contacted Dell 4 times. Every time they tell me that they would cancel the order. However today, December 26, the order remins open with a new "estimated ship date" of January 3, 2007. Their "award winning" customer service is very difficult to work with. My advice; shop elsewhere which is what I have done."

"ME -->"Does anyone there speak English?"

The call center located in the Philippines is a joke that doesn't make me laugh. I ordered a surge protector, flash drive and software bundle on their website for a good price. I found out after calling "customer support" they either had none in stock or I received a discount I wasn't supposed to. Anyway, they would not honor the price on the website because, apparently, you can't hold them responsible for their own pricing mistakes! I was transferred on 2 occasions to a pleasant dial tone. Everyone there is nice, but nobody is capable enough to resolve anything. They can, however, transfer you to that special someone that doesn't exist. The scripting is apparent to listen to and if your problem doesn't fit into their script you are up a creek.

I have purchased products from Dell before, but that will now cease due to the customer support.

Michael Dell if you are reading these reviews you have a serious problem on your hands that must be fixed before you run yourself out of business. Add my name to the list of unsatisfied, but more importantly, extremely frustrated customers.

Let everyone you know understand what a poor company Dell has become!"

"We are in the middle of an absolutely hellish experience with Dell. We ordered a new Inspiron 1501 laptop on 11/13/06. It arrived 11/22 and did not work out of the box (DOA). We called customer service that same night and they apologized and sent us out a box via DHL so that we could have it send it to the repair depot. The box arrived 11/24 and we shipped it back to them that same day.

As of today, 12/20, which is 6 weeks after ordering and 4 weeks after paying for it, we have received no word and have no computer. I have spent literally at least 7 hours on the phone with various customer service agents. It has been one of the most frustrating experiences of my life.

Obviously, at this point I just want a refund, but guess what? They cannot process a refund, because we don't have the computer to ship back to their returns department. We don't have the computer because their "repair depot" has it. The repair depot is unreachable and can't tell is when we'll get it back! It's a ridiculous catch 22!

I've talked to supervisors and managers and can get no where. No one seems to comprehend how unfair this is. One of the most frustrating elements is that there is no way to actually talk to the "repair depot", which I've discovered is a 3rd party company called Selectron. The only way to communicate with the people repairing your computer is to call customer service (which is in India), and have them send an email message to the depot. Then a response takes 48 hours!! When the response does come back, it's something like, "We're working on it. You're order has been expedited. Please give us a few more days." It's absolutely unbelievable and unacceptable that there is no way to call/contact the repair depot directly.

Customer service is also infuriatingly script- driven. If I had a dollar for every time one of the agents said, "I can certainly understand your frustration" or "I do apologize for that," or for every follow up email with a case number that I have received, I could have paid for the computer by now. But it's all a false front- no one does anything real to help you. After a while you realize the system has been intentionally set up that way. It creates the illusion that you are being taken care of, but no one really knows what's going on. And I am the one getting screwed. They have my hard-earned 1200 bucks, and I have nothing.

At this point we have no other choice but to dispute the charge for the laptop with our credit card company, which will surely be the beginning of yet another bureaucratic nightmare. I was enticed by Dell's very low prices, and how fully I understand now that you get what you pay for. A few friends warned me against going with Dell, and I wish I had listened.

Benefit from our experience- take your business elsewhere!!!
"

"I completed an order for a pc on line and the finance was accepted, today I received an email asking me to print off and return the documentation, one of the reasons I have ordered a new pc is because my printer does not work.
I called the customer service team and asked for an hard copy of the agreements to be posted to me, it appears that this is too much trouble for them and as a result they would rather lose the deal than post out documentation, I am glad that I found out how much they do not care about my business and that I was able to get out of the deal before I had any other service related problems."

"Last order with Dell was a XFX 8800GTX for $567.93 (25% off)after taxes and shipping, the best deal possible at the time (and probably for some time). Dell is probably the last place I would expect to buy a vid card from. I've ordered from dell since 2002, about 4 or 5 monitors, 2 laptops, 2 ipods, 5 PDA's, a couple hardrives here and there, and the vid card. My Dell experience has generally been good, no major complaints. I've usually ordered only when I had an amazing deal. I do agree with other posters about their shady Dell Financing trick where they essentially never give anyone the advertised 0% rate. My credit is great, and they offered me 17.99% saying that was great, and most others are at 20%+. That's pretty scammy genius, as they never have to justify what constitutes credit good enough to qualify. They can essentialyl say whatever they want as a reason to not give the rate and no one can prove anything. Hopefully the lawsuit will changed things around. The outsourced customer service/tech is pretty annoying, but what are we going to do, all large companies are going that route. I will always use dell when a great deal comes along."

"Beware of Dell's promotion finance scam. They have been successfully sued and need to be sued again. I received an offer in the mail for 0% interest for 12 months and all laptops exept the XPS series which advertised 18 mo 0%. In addition, this ad was advertised on the Dell website. I placed my order for an Inspiron 1505 assuming I got the 0% interest. After a few days with no invoice or verification of the promotion, I called Dell. Of course, I got someone who could hardly speak English. He said I did not qualify for the 0% interest "because of the system I ordered". Trying to talk to this script reading moron was pointless. Later, I emailed Dell customer service and was told I did not qualify because of my credit. At this point, I began to investigate. I went to my bank, where my home is financed and my banker pulled a credit report. My credit was EXCELLENT. Not even one single negative thing. My banker said he could not understand why I would not qualify for any credit type promotion. I relayed this info to Dell, but they would not give me any specific details. What's very strange is that I took advantage of a Dell 0% promotion less than a year ago and qualified. I even paid the balance off 4 months early. Do your own research, Dell is very well known to offer customers this deal. Once they receive their first statementr, they learn that their paying a high rate such as 19-25%. Granted, I realize some people will not qualify based on their credit; however, my credit is absolutely perfect! Dell gave me the same promotion one year ago which I even paid off early. I was NEVER told upon placing the order that I would not get the promotional rate. I tried to resolve this issue with Dell several times: however, I would only get a generic response to emails some 24-48 hrs after each attempt to contact them. Do your own research, and you will find tons of stories just like mine. Dell is known for this scam. "

"It takes hours to get hold of anyone from Dell. Tech support a week earlier took 90 minutes to resolve issue of a bad ram chip. On this new order, their web site says "track here" and when clicked on, an error msg occurs. Bad service even for new orders."

"I ordered Canon SD 600 on Nov 21, 06 on deal for $170 online from Dell. After 15 days when I checked for my order, Dell said they never processed my order, I told them that I have print out for my order and still they told me that i have to buy it again for $ 250 that is absolutely ridiculous. Even though above order number is from my previous purchases, I never got through this one. I would like to know if somebody else faced same issue. It is absolutely disappointing."

"I guess I'm the only one again.
Ordered a non-Dell monitor from Dell under heavy discounts. The shipper picked it up and lost track of it. When it didn't show up on the specified delivery date, 5 minutes in the phone and it was deemed lost and Dell entered an replacement order with expedited delivery, all without charge. The original order was apparently not lost when it showed up a day late, but not tracked on the shippers system. Again 5 minutes on the phone with Dell and the replacement order was cancelled.
No fuss no muss.
It pays to be polite and level headed to get the best response from people.
Highly satisfied with the product, the price and the customer service.
"

"I orderd a 600m Laptop from Dell and including the 4 year next day on site nigths and weekends waranty it came to about 1400. I have since had a recurring problem with the power button not working. I've already had the motherboard replaced once, the power button board replaced once, and I'm having the problem again.

I have had the worst customer service and help. I've been dealing with this last repair for the past 26 days and am not satisfied. I am dealing in chat and email now as I'm tired of being told what a pleasure it is to fix my problem in broken english. I'm happy they save money outsourcing, but I'm not happy, by any stretch of the imagination.

Just tonight, the tech decided that I should mail my laptop back to him to their depot so they can give it a once over. It's a laptop, there are not that many parts, if you want to replace it, send a tech out to do a hard drive swap, but I'm not going to let it leave my hands with how slow their support has been. I'd likely never see it again."

"I can't recommend dell, so far.

I bought a 'third party accessory item' (not a custom built computer) about a week ago for a birthday present - when the ship date was pushed out a week I asked that the order be canceled. No problem, I was told, just wait 24-48 hours. Then I get a 'sorry, we can't cancel this order, our computer system won't let us' - even though the order was not due to ship for a week! Ok, I thought, I'd just get the present a bit late.
Then I get a phone call (automated) that the item was AGAIN pushed out yet another week and I could cancel it or just wait. Aha! I called again and the very friendly rep said again, 'no problem'. However, she is ALSO unable to cancel said order and has called several times to say she is still trying and will keep trying. The order is not due to ship for over a week and there is no way to cancel it? Yikes.

I was told by rep #1 (my first cancellation attempt) that I could send the item back and get a refund but I don't trust them to do that either. :( So be forewarned, once it gets 'in the system' , cancelling it can be next to impossible. My new rep is very very helpful, but she seems powerless as well. :(
"

"very dissatified customer
my prolems started when certain keys stopped working on the key board, so I rung Dell and they advised the laptop was under warranty so this would be picked up on the monday
then on the wednesday a phone call to say that they had checked the laptop and the part that was needed would have to be ordered and they would get in touch with me next week to advise when the laptop had been fixed
Then this is where the night mare begins
some 3 weeks later (surprise surprise the lap top has now just run out of its warranty )I get a phone call telling me unable to go ahead with the reapir as it had been put on hold, so I spent the next hour being told there had been a splliage on the lap top and this was not covered under the warranty,the lap top is treated like gold and nothing had every been near this, the customer service was to say the least disgusting, I asked to speak to a manager and I was refused this but eventually the advisor said he would get some one from the complaints dept to ring me the next day when I asked him to confirm the number to contact me he refused,but some one from the complaints dept did call and he was even worse,his name was KURT and if you are ever unlucky enough to get this very rude man, then I feel sorry for you he actually spoke to me as if I was a stupid child and he advised something must have been spilt over the laptop without knowing,I had actually got fellow work members listening to the call and they could not believe the service from Dell, Eventually the rude man said he would get back to me, the only thing I got was a picture of a faulty part which could be any laptop, no phone call or response to my emails , so again I called the call centre to speak to yet another rude advisor who then put me on to a manager who refused to give me the complaints address his name was Ajas Rehman but he did say he would escalate this to his manager and get a call back, I advised I would be in after 6.00pm he did try to call the following afternoon he advised he was calling on the off chance that I might be in, but my partner advised again that would not be in until after 6.00pm, whats strange they have my mobile number he could have called, no phone call was recieved after 6.00pm so again I emailed Ajas who promised faithfully that I would recieve a call the following evening, no call arrived, so another email sent, reply from Ajas was that his manager was waiting to see how much they where quoting for the repair
manager has still never called only call I have had from the repair dept is telling me that they will charge £200 for the repair
The lap top whilst in warranty only had a part for the key board needed replacing once outside warranty they advise spillage and it needs a motherboard, stange how it sat with them for over 3 weeks and nothing was highlighted, as nothing has every been spilt over this whilst in my house then to me its Dell trying to get out of a repair, SO PLEASE PLEASE IF YOU DO NOT WANT POOR CUSTOMER SERVICE, AND COMPANIES TRYING TO GET OUT OF WARRANTY REPAIRS KEEP AWAY FROM DELL AT ALL COSTS,They need to look at there customer service as its hell talking to then "

"Buying from Dell is problem free…until something goes wrong. I purchased a monitor from Dell and two months later it wouldn’t turn on. A button stuck in and wouldn’t come out. I called there customer service to find out the best method to get the problem fixed. To make a long story short, I was routed back and forth between tech support and customer service. Neither of them claimed they could help me although they both acknowledged that it was under warranty. I decided to take the monitor to a local repair shop who fixed it for $45. I also vowed to never ever purchase a Dell product again. "

"recent lesson learned: Never buy from dell again as you probably will never get what you want.
I placed on an order for camera and lens at dell.com on 10/20/2006. The lens was shipped out in about a week but the camrea shipment was first delayed with an estimated shipping date of 11/9. On 11/9, the online status claimed that the order was shipped on 10/24/06. After I called dozens of 800 dell numbers (somehow dell can't get its call center centralized), I was told the shipment was further delayed to 11/19/06, with a guranteed priority (whatever that means). THen on 11/19, just as I suspected, the shipping date was further postponed to 11/26. After several calls to DELL and left 2 voice messages, I finally got hold of a realy person, who told me that DELL haven't had this product for weeks and won't have it for another month (when I asked whether dell has run out of inventory on this product, she said proudly that DELL never keeps inventory). To compensating me for all this waiting time wasted, she offered to sell me a inferior model for the same price I paid for the better model! At that point I decied to cancel the order, felt cheated.

I immediately placed an order at a different online camera store, at about the same price after tax, and the order was shipped out the next day -- so looks like I am going to have the new camera for Thanksgiving gathering. If I count on DELL, I would be lucky to have it by New Year, if I were going to get it at all.




"

"Was scared as hell to order from Dell after reading stories on various websites. Really not sure of other options because other companies seem just as bad according to the current buzz. Dell did a great job of changing my opinion. I ordered a laptop Latitude and XP 410 desktop, both with custom configuration. Dell's website was easy to order from and very clear on what I was ordering. Dell sent several Emails to keep me postted on order progress. With various discounts and codes, I was able to save several hundred dollars. I ordered both on a Monday and received them on Friday of the same week! Talk about fast service. Free shipping, too. They were carefully packed and set up was a breeze with clear instructions. All items are well built, quiet CPU, and perfect operation. I am more than pleased with this purchase. While I have not had to contact the company with any problem and can not speak for service after the sale, this computer is working so well that I may never need to until I buy another one from them."