"I have tried many times to get an answer to my questions. I feel as though I am stuck and no consumer should feel like this within 3 months of purchasing a expensive computer. My only regret is not realizing sooner that Dell is not a company worthy of my business."

"RPBAR took the words right out of my mouth. Baught a $300 dollar Dell Juke(JUNK)box. Stored it until my daughter got a new (dell) computer. The DJB failed. No repair available. When asked customer service(Indonesia) if it was consisitant with Dells policy to sell items that have 4 hours of life (which is how much we got)was told "yes". Neither my daughter or I will buy Dell again."

"Purchase new Inspiron Laptop -- keyboard fell apart after 12 days. Was told they would send an exact replacement or refund. I opted for replacement -- replacement is on it's way today, but according to the specs, it's no where near what I wanted. All of this took 3 weeks just to get to this point. Now I'm trying to return it -- and I get people in India, or the Philipines. They don't have a good enough grasp of English to help me. I'm in DELL HELL -- I live in Texas -- Dell is in Texas. Why can't I speak with someone who understands English? I hate Dell and will never buy another Dell. Customer Care -- what an oxymoron!!!!"

"I bought a $300 dell jukebox for my son. It broke in six months, then it broke again in another six months after they replaced it, now they say it is out of warranty and won't budge on a replacement. It takes hours to even communicate with them. I tried the chat option only to be told they were busy and wasn't even put in a que. Just shut off after writing an extensive note. I have spent over 30 grand with this horrible company. The customer service is non existent, and the products have become total crap. They are loosing a loyal customer over an mp3 player. "

"Terrible service. Low quality components. Terrible service, long hold times hoping you give up, which I did. Get a Gateway at Best Buys instead"

"What can I say? Fast processing, fast delivery! I would definetly order from Dell.com again. Very easy to order online."

"I ordered a monitor from Dell during a sale on 1/6/05. It was backordered to ship on 1/28, which I have no problem with. What I do have a problem with is finding someone elses name attached to my account. After 10 emails and 2 phone calls, working with them, Dell failed to fix it so I could log on and see my account with my ordered attached. Imagine the after sales support!! This is the letter I sent them.

Vishnu, Geraldine, Blossom, Kevin, the Mumbai staff, and the Latino prick that put me back in the phone queue,

I don't want to try to do any more attaching of customer numbers to hosed up accounts.
I don't want to be told I need to fill out forms so the "webmaster" can fix Dell's website.
I don't want to make any more calls to tech support only to deal with people that don't answer your question and just sit there, then put you back into the phone queue to start over only to find that Dell support is now closed.
I don't want to make any more calls to Mumbai, being on hold for long periods, talking to people who's phone does not work, and can't understand
English well.

I have finally given up and canceled my sales order, you win. I do not intend on ordering from Dell again. If things are this screwed up before the sale, I don't want to see what happens after the sale. There are far to many other legitimate companies to deal with besides Dell."

"I ordered a computer, monitor, and an LCD flat panel TV from Dell on a Tuesday night. The computer and monitor arrived that Friday, and the TV the following Tuesday. Everything came as ordered and was very easy to set up, so I had no need for customer service. I've been using them for about a month now with no problems. Pricing was excellent, shipping was free, and the products were easily customized while ordering."

"I am not use to complaining, but Dell “sucks”, sorry but it is so true.

After ordering my dream, gaming PC from them (a Dimension XPS Gen3) on 10/06/2004 and setting it up (received on 10/21/2004) and start playing on it. It was a very loud and noisy PC. Then trying to get help in solving the loudness was a joke. They sent out 2 techs to replace the CPU and the fans, then a someone to replace the motherboard. Nevertheless, it was still very noisy and loud to the point of not having a normal conversation with out yelling at each other.

So then, our only choice was to return it back to them. After talking to customer support that are in India, they were to send us an RMA number for the 3 boxes and wanted us to pay for the shipping back to them. We had to talk to a supervisor in the US, about this and got this resolved. It is as if the help from over sea just does not care about us and treat us as dirt for we were long time customer for Dell for our business, but now we are looking elsewhere.

So then, they were to have UPS pickup our computer but we need to be home for this to happen, and they never showed up. I took that day off work to be here. They had us use DHL (which isn’t the best company in our area), which never showed up either and we had to take the boxes into DHL for shipping.

Finally, after one and half months after trying to get this PC out of here we got our refund. It took longer to get a refund then it took them to create the PC. For this, alone I will NEVER buy a Dell PC. Since the Customer Service is no longer located in the country, it is hard for the two sides to stay in sync with each other.

Whoever stated that Dell’s customer support and their services are great was either lying or never had to deal with the lack of support in dealing with their customer support.

I will never by a Dell PC!!
"

"Dell delivery hell.

Orderered an Inspirion laptop over the internet, and watched it's progress - from 'ordered' to 'dispatched to local courier' in four days. An impressive start. Then nothing. A week after projected delivery date, rang Dell - and got a Call Centre in Malaysia!!! I live in Australia. Turns out there was 'a problem with the delivery address'. It's one of the largest buldings in town, and even fetuses in the womb know where it is. Then came a succession of roughly 8 calls over a period of 3 days, each one to a very pleasant and sympatetic Malaysian, but absolutely no action on our problem, and not one returned call. Day after day of forlorn waiting for a laptop that never came.

The most frustrating thing is that for the best part of a fortnight the Inspirion has been sitting in a freight warehouse less than 5km from where I work. I even offered to go down and pick the bloody thing up during my lunch break, but 'I'm sorry Sir, it's a secure facility and we can't let people in'. Nooo, wouldn't want people actually getting the kit they have paid for, would we.

Today, I said 'to hell with it', and told them to cancel the order. I now await, with fear and loathing, cancellation hell. I wonder whether I'll ever see my $3,500 again........


"

"Again, Dell cannot get an order correct. Every order for my tax exempt status requires many hours on the phone to get the sales tax removed. This order was no exception."

"Got an Inspiron 5150 from Dell in April 2004. Very happy with it until the hard drive died in November 2004. Dell sent a new one out, but that didn't work either. Spent literally hours on the telephone before they agreed to take it back in for repair.

Unfortunately the muppets replace the motherboard and totally failed to fix the hard drive for some reason so more hours spent on the phone finally managed to get an engineer out who fixed it in about 3 hours after putting in new memory and a new hard drive!

All fine again until the LCD screen packed up in January 2005. This time tech support were much better and quickly arranged to collect the laptop for a replacement screen. Hopefully they will fix the right part this time!"

"The products are excellent, what is not the best quality is the customer care and support."

"Over the past 6 years I have purchased 3 computers and have been happy with the ordering and delivery process. My experience with technical support has been a mixed bag. I'm a computer person and can troubleshoot computers myself and I very rarely use tech support as a result but it can be frustrating to get someone who doesn't know what they are talking about. I feel for those who are computer novices. "

"One of the worst online ordering experiences ever. I ordered a Canon lens on 1/5/2005. On their website, it listed the item as being in-stock ("usually ships within 24-hours"). However, after placing the order, I received an e-mail stating that the lens was backordered but would ship "no later than 1/12/2005."

However, on 1/12/2005, I received an email entitled "Notice of First Delay." According to this email, they were having trouble shipping the lens, and it would be shipped within 1-2 weeks. The e-mail instructed me to go to the website if I wanted to cancel. I went to the website and was directed to use Dell's "instant chat" to speak with a customer representative. However, after filling in the required information, I was informed that I could not use instant chat because I was not a "home user" (whatever that means). I was instructed to send an e-mail instead.

When I sent an e-mail asking to cancel my order, I was sent a reply that I couldn't cancel an order via e-mail, and I had to call the 1-800 number. I proceeded to call the 1-800 number, but the automated answering service would not give me an option of cancelling, and it took me about 5 seperate tries of getting hung up on until I was finally able to wait for a customer representative. I waited for 45 minutes on hold before I spoke to someone and cancelled my order.

I will never use Dell again. "