Have you had problems with Dell? If so, tell the world about it here. Two rules: no cursing and no phone numbers of Dell employees.
You can do so anonymously, however if you ask a question an email address is necessary to get any responses. This is a continuation of Dell gripes. The first set of comments got to be huuuuge.
101 comments:
About 90 days after I bought my Inspiron the disk drive simply stopped working - wasn't recognised: no CD play, no burning.
So do I face warranty dispute hell or do I just go pay for repairs?
90 DAYS! The company make things to break. Dell makes them to break down.
I sure wish that I had found your blog before ordering a high end home computer: Dell XPS 600. Although I spend almost $4,000 on this computer, it turned out to be a pice of junk. The BIOS froze time-after-time. The few times that BIOS did not freeze and loaded windows, my wireless high speed Internet connection would work about 1 to 2 minutes before it froze. When I tried to end the forzen process, instead of ending it, it created additional copies of the same process. The next time that I tried to re-boot, the BIOS would freeze.
Dealing with Dell tehnical support is a nightmare--just beyond belief in the sense that you have to experience it to really comprehend just how bad it is. There are four grevious problems with Dell technical support. First, the support preson in India, Pakistan, etc. speaks very poor English and you mostly don't understand his English. Second, he has a hard time understanding your American English. Third, they use an unreliable telephone network that keep dropping my calls. Even the Dell tech support person admitted that Dell had not resolved long-standing problems with their telpehone system. Fourth, when you explain the same thing in the same way, you get a different answer every time.
Don't buy Dell computers. JUNK HARDWARE from a JUNK VENDOR with JUNK SERVICE.
For what its worth, I ordered a Dell computer in late January. I received the box about a week after I placed my order. The computer I ordered was a Dimension e310 with some upgrades.
I hooked everything up and up to this point everything works great! However, they did forget to give me my flat panel speaker for my monitor.
I called dell suport and was on hold for about 8 minutes. I did talk to somebody in India. her english was ok. I told her that the speaker was not with my order and that I wanted the xp cd for my system.
She advised me she would send the speaker out right away. about 2 hours after the call, I recieved a Email from dell advising me that they were investigating the order. The next day I recieved another Email and a phone call advising me they had sent the order out. Speaker and 3 CD's for my system. 5 days later I recieved my speaker and Cd's. The following day I got a phone call from Dell confirming if I recieved my package.
I thought the service was great. It appears to me that Dell is trying to improve matters. If my Box breaks in a few months I will let everyone know.
I tried several times to purchase a Dell gift card for my brother for Christmas by calling their 1-800 number. After being disconnected and put on hold for an eternity, I logged on to the their website to purchase the gift card.
What a mistake.
I was able to purchase a $400 Dell Gift Card and had to pay additional shipping costs because they would not guaranty delivery by Christmas - even though it was 2 weeks prior.
Upon recieving the $400 gift card - I noticed it was in my name. Which seemed strange considering the card looks like a credit card with Dell's name on it, an account number and the $400 emblazened on the card...and the website cheerfully asks who the card is for so they can include a gift card. Why would I purchase a $400 gift card for myself??
I promptly found out (after being transferred to 3 different departments within Dell and being disconnected twice) that the card was "non-transferable". Just what I always wanted...a gift card for myself to the worst computer company on the planet.
After several additional hours and convenient disconnects and several non-English speaking service support techs later...I found someone that would at least listen. She ASSURED me that I could go ahead and give the card to my brother (since our last names were the same AND he would use the DELL gift card at a DELL website or store to purchase DELL equipment...hmmm) I should have known better...where else would he possibly use a $400 gift card in my name issued from DELL???? Maybe Apple accepts DELL HELL cards.
Feeling better than I had during the 20+ phone calls and hang ups...I proudly hung up from the "customer service tech" and gifted the DELL card to my brother.
Problem solved! Not so much. In early February, my brother was ready to purchase his computer. He promptly learned what I knew from my experience in just trying to purchase a gift card. He was told that he could not use the DELL gift card towards his DELL purchase. Not because his name was not on the card but because he was not purchasing the computer with an American Express card. ??? Once again I was involved in trying to understand why my brother would have to use an American Express card (which he does not own)to use a gift card that I bought for him? All I did was purchase the DELL HELL card for him on MY AMEX card.
He quickly learned as well that when DELL does not want to speak to you or when they do not know how to handle your problem - they conveniently say they are "transferring you to another department" or to their supervisor and disconnect the call. Then you have to re-explain your problem to yet another DELL representative who within a few minutes of listening will do the same.
SCREW DELL. I disputed the gift card with my credit card company, my brother cancelled his $3,000 DELL order and I sent him a check for $400 to spend at Apple or HP.
DELL HELL, been there and back!
Simple problem... everytime I want to send a fax the computer asks for the operating disks which do NOT come with the computer. Simple question for Dell, where can I buy them? Answer... there are no answers in Dell Hell. Just waiting, calling, emailing, chatting, being bounced from one represenative to another.. .final word You need to buy some support time to get THAT question answered.
BURN ME once but never again.. .buy anything but DELL.
Rev Jarrett - Minnesota
Rev Jarrett,
That is indeed a very simple question that any computer vendor should be able to answer quickly.
It comes up often.
You may find that the files from the WinXP CD are on your hard disk already. Look for an i386 folder.
January 10th 2006 I went online to order a Dell computer,My 5th one, and when I tried using my thank you discount the screen came up with coupon error call 1-800-284-1140 to redeem. I called while still on page to order and a nice person said they would correct coupon error and said they would place order for the computer i wanted. this person was told by me the page i was on and said she found it and i told about the upgrades I wanted. she came up with the same price as me and i asked if I would be able to use coupon and order on line for extra savings and she said she would place order for me .I reviewed the information about the computer especially the upgrades and she verified everythng and placed order. Computer came but was not the same as i ordered. There wasn't a hook up to make computer a TV and no remote.went to chat and after several tries to get someone to believe me that this was supposed to be included in price Iwas asked about E-Value code and because I was online again with computer I thought I ordered Iwas able to give code.The person was able to verify and said they did not have that code avalible on their order screen but would sent parts needed. I said ok I will try it. It didn't workand they wanted me to install.I am not a tech and didn't want to void warranty. they sent a tech after alot of complaining and only after i asked to return unit. Tech came and said he needed a driver card and different tuner. While he was talking to his advisor from tech he told them I wanted to return unit and was convinced they could fix problem.Order was placed and when checked they cancelled and again through chat and wanting to return unit they convinced me that part would be sent right away with driver disc. Part came no disc. Chat again and disc sent. Arrived on a Friday and tech came on Monday. Parts didn't work and disc was same info as already on computer. Said this was last try and when tried to get permission to send tower back and get correct unit i was told they could only send same unit that was origonally ordered. Tried explaining original order was incorect they said to bad and that more than 21 days had passed and they gave me to meny concessions already.referred complaint to some committee and i am suppossed to wait 24 to 48 hours to get someone on phone. Not wanting to wait I started looking for a site like this.Tried callins Executive service and used extension give and got a recording thatthis person would be out of the office for the week. Any suggestions about anyone else to contact in United States?
Dell Hell and Buyer's Remorse....
I bought a Dell Inspiron 6000 last Marh through my company's employee discount program. I thought I got a great deal until early Jan when it coughed up a giant hairball.
The system would not boot and gave me a missing file in the config.sys. Warranty no-support told me I needed s/w support at a cost of $70 to try and recover the system. This did not work and I realized I was going to have to reload the OS losing all my pictures and other info(my bad for not backing up!!).
Well when I went to reload using the OS CD dell sent with the laptop I found the CD with all the drivers was not sent to me. I called support and went through the run around again before they agreed to send me the drivers.
Got the drivers the next day and they would not load w/out the system crashing repeatedly. Ran hardware check for the 6th time on just the harddrive and low and behold I got sector errors. They shipped me a refurbished drive and at my insistance recovery CDs.
Fri night I swapped the drive and started loading the 4 CDs. They loaded OK, but during the program that installs the applications it kept freezing up. I tried reformatting and reloading again and it still kept locking up.
I tried swapping the memory SIMMS and installing one at a time in case that was the problem, then I got an error saying my battery needed to be replaced.
I called the number and ext given to me last on Mon, left msg, no return call. Spent ywo hours on the phone today and stressed they need to fix my $900.00 paper weight and that I wasn't going to run anymore diags or touch it besides sending it back.
They agreed to send it to their repair center, then the support person had the nerve to tell me that system was down!!!
He did call back later and gave me the case # and number to call to get it pciked up. Another call to make!?!?! ARRGGHH!!!!
Hopefully I'll get it backed in one piece but I am not happy.
Regrets in Florida
I recently bought a Dell computer, along with the extended warranty and much to my shingrin, when the computer got here some of the software was messed up. Between my wife and I we probably spent 12 hours on the phone with dell's very incompotent customer care, they hung up on us 5 times and when I finally did get to a manager she said that I had not purchase the extended warranty on the software that I would have to pay to get the problem resolved. What kind of company sends you a broken computer and then makes you pay to fix it. I will never buy from dell again and I make my views known to everyone
marc
I bought a Dell in 2003 by phone from Dell. Being a senior citizen, widow, living alone, I bought the extended warranty for 3 yrs. plus the in-home service for 3 yrs. thinking if something went wrong, I just picked up the phone and Dell would send someone, wrong!
I lost power for a couple mins. due to a snow storm in Feb. 2006. I found my computer dead. I began to call Dell for my in home service. First, I got India, tech demanded I do the troubleshooting or they would not send someone out. I refused. I did not even know how to get into computer. I finally hung up on him.
Next I took it to Best Buy. The tech looked at it, said, it was not power switch it was mother board. They did not have part.
Again, I called Dell, this time got Manilla. Again, even telling them what I needed, I still had to do the troubleshooting. I refused again. So I just ordered the motherboard and paid for it out of frustration about $100 gone.
Next, I took it to Circuit City to get it installed which they did for another $60, come to find out, it was not mother board, it indeed was the power switch.
Again, I called Dell, back to India. I demanded CEO name, which I did not get, I demanded customer service director name, which I did not get, finally I got a supervisor-William. Wanted his last name-he refused.
After all the above, he finally sent a tech out today, 2/23/06 with another new motherboard and a power supply, and it was fixed in about 15 mins.
I feel like I really got took on the in house service purchase. It was a complete waste of money for what I thought I was buying. I have now spent $150 for warranty repairs that should have been covered.
I also, like so many others on here will never buy another Dell over this, and will spread the word as much as I can.
Folks sometimes say they spent hours on the phone as hyperbole. I LITERALLY SPENT HOURS ON THE PHONE. Each time they would put me on infinite hold or cut me off. It would usually end with the problem "fixed" but never was. One lady even said she was sending me a form to fill out that would let her boss know how well she helped! LOL
They told me 12 months same as cash but when it arrived it was a high interest rate.They said returning the computer was the only way out of the interest. I returned it. They given me 5 or 6 excuses as to why I still had a $600 plus balance on my account. Now it's on my credit. I did my end all right and they did theirs all wrong. I do hate to be cheated. I have an HP now and it works great. Please save yourself a lot of grief and run far far away from dell (rhymes with).
I have a broken Inspiron 600m that is now sitting in peices on my bed thanks to dell techsupport. On friday I noticed that the touchpad and keyboard were not working. So I called up dell to say that I had a broken keyboard at 9am on Friday. They (an indian guy named Peter) said they would send me a replacement immediately and that I would receive it on tuesday. When I got it, I would install it and then send the old one back.
At 1pm on friday I came home from classes and turned on my computer to find out it wasnt booting into windows. So I called dell techsupport again. They had me open up my laptop from the front. They told me (an indian guy named Cody to be exact) to messaround with some wires in there. Then when I was trying to plug back in my keyboard I noticed there were prongs on the motherboard that were pressed down, broken, and mangeled so that Icould not get my keyboard back in the slot on the motherboard. I told the dell man on the phone this and he first accused me of doing it. I replied that I had not done this and that this iswhy my keyboard and computer would not work. He said okay and and said he would send out a technition on saturday.
On saturday by 3:45 I had still nto heard from a dell technition. So I called Dell support for a 3rd time and asked what the status was. They told me that they had no log or record of me ever calling at 1pm on friday about the motherboard. Even after I gave them a call reference number and the mans name they still had no record of it. I asked to speak to a supervisor and he (an indian named “Guy”) could not help me either. so, I asked them to set me up with a dispatch for a repair man to come monday. They said this was impossible because I already had a keyboard coming to me and they could not make two ongoing dispatched at once in their computer. The indian man named John then accused me of not telling hte first man at 9am on friday that my mother board had broken. It made me get very upset and I asked him how I was supposed to know that my motherboard was broken at that time before I was told to open my computer. He had no answer. He then told me that I would have to call them back after I got the keyboard and confirmed It did not work. I told him it wouldnt matter, they keyboard would not fit in the motherboard because of the mangled prongs on it. He said he could not help me any further until the keybaord came, thanked me for my business and hung up the phone.
I could not sleep all of saturday night thinking about the injustice of it all. So Sunday morning I called back (waited on hold for 45 mins+) and demanded they send me either a new computer or repair guy out asap. They, of course could not send me a new computer (even after I reminded them how poorly manufactured this one was - 2 gb ram failure + keyboard + motherboard failure in less than 5 months after I bought it). Finally though I got the lady (named Sally) to promise to send me out a repair guy with a new motherboard at the earliest of Wednesday. (And, I have to return the keyboard they are sending me as well - on my own)
I again have case and dispatch numbers but I am sure that they are becoming increasingly meaningless. I also have emails and extensions from all of these indian people, but my emails get forwarded to a bulk email auto responder and my extensions get forwarded to a bulk responder as well that ends up being a machine. So it is technically impossible to recontact these people that make me their promises.
That is all.
After my last experience with Dell I would never buy another computer from them. I had a Gateway for three years and never had one problem that they could not handle with just one call. With Dell I bought a 5 year warranty and now they said that was not covered. So I called again and the person I talked to this time said it was cover and they should help me with no problems because of the warranty. Well low and behold they did charge me. All this is six days later. I had asked in the first place if they could get rid of a virus without taking the computer to factory installed. they said yes but they would have to charge $27.00 I said alright. But what they did was take back to the programs that were installed when I got and charged me the fee anyway. They said because I did not call them back in 72 hours. I have made 6-7 calls but was either cutoff or hung up on. It usually takes about 30 minutes to get someone on the line anyway. If you can understand them it might not be so bad but the majority of the time you can't. I would never deal with Dell again, never!!!!!!!! I would do without a computer rather then deal with them again. Lousy service and most of the time they just keep transfering you all over the place or you get cut off and have to go through the whole matter again. I ended up doing the work by myself.
I recently made the huge error of buying a Dell computer online. As soon as I got it hooked up, I realized it was not running right - extremely slow. I tried everything I could think of to speed it up. Then it stopped working altogether after only a week. Last night I spent two hours trying to deal with their tech support (based in India) on the phone. The tech could barely speak english and I think he understood even less than he spoke. He could not comprehend at all what I was trying to tell him and I had to keep asking him to repeat himself after every other word because I could not understand him. I was ready to hang up and smash the computer to bits but instead asked for his manager. The manager got on the phone and spoke even LESS english than the tech! So, today I did a little research online and discovered that the young owner of Dell, Inc. is a rabid Republican and supporter of BUSH. He donated the maximum allowable $$$ to his campaign. So this explains everything - just like Bush, Dell's agenda is to take jobs away from this country, export them to impoverished 3rd world countries where they can exploit the natives and pay them dirt wages, and then provide horrific customer service. SOUNDS JUST LIKE THE BUSH ADMINISTRATION!!!!
I bought a Dell Laptop Inspiron Computer for approximately 4 grand in 2001, with next day in home service for 3 years
(thought I covered myself...but was mistaken)
Long before it was 2 years old I had to have a repairman come twice (which took weeks not the next day) to replace plugs and another time a burned out screen.
With a year and half still on my contract of repair, my screen
was burning out once again only this time no one showed up to repair my Dell Laptop, not days, weeks or many calls along the way as well...I was left with an inoperable laptop with more than 2 years of payments left!
I called Dell Support and Dell Computers constantly
(most calls appeared to be undocumented other than by me, I learned on most subsequent calls)
Finally I stopped making payments and then found myself at war
with numerous Credit Recovery Agencies. My Dell inspiron with "the works"
is a very heavy paper weight in my drawer
(I refuse to return it as no credit will be given to me for my 2 years of payments!)
I would call and respond to every Credit Recovery Agency that was known to me and explain the problem and dispute the collection claim with names, dates, and the truth of the whole matter.
Some Collection Companies would note the dispute and refer
my case back to Dell, others refused to, and it was put on my credit report, which ultimately I believe cost me a reasonable Home Loan in 2005. Here's the home I wanted to purchase in Idaho
There have been 8 Collection Recovery Agencies involved and it seems it will never end!
My statement on my credit report now includes my statement of the fact my $300.00 Walmart computer has outlasted
(Almost 3 years old)
Dell Computers $4000.00 Inspiron Laptop!
I am still harassed by new credit collection agencies Dell sends it to.
Please be aware of my Dell Computer Nightmare, and don't go to Dell Hell as many have.
Boycott Dell Computers.
Thank You,
tigerwebbie
http://bewaredellcomputers.blogspot.com/
I bought a notebook two days ago via their website.
They sent me an email today saying some of my credit information didn't gel with my credit card company and would I mind replying to the email with all my personal contact info....AND, if that is too inconvenient I should feel free to call the number provided and leave the info on an answering machine...what's really crazy is...it was legitimate...DELL actually asked me for private personal information via email.
I could hardly believe it, especially after I spent an hour explaining to my mom why she shouldn't ever reply to emails of this nature because they're USUALLY fakes.
I have to call them tomorrow and verify information they could easily have got from my credit card company; I'm undecided about cancelling the order...see how I feel tomorrow
I rang Dell last week with the intention of buying a Dell Dimension 3100 right there and then after I had asked a couple of questions. I was put through to a woman in India who had such a heavy accent I couldn't understand her English and got annoyed with me when I had to ask her to repeat what she was saying several times. Then I ask for the spec I wanted and included the free printer which was advertised on the site. She said that wasn't an offer any more so I checked and it was offered but she wouldn't give it to me. She then quoted a price one hundred pounds more than the Dell website was quoting and when I asked her why, she said the prices had gone up even though I was looking at the lower price on the site! Finally she tried to really hard sell me their 3-year warranty and when I said several times over 5 mins that I didn't want it, she argued with me. Eventually, I said I didn't want to buy it and she offered to email me the quote and asked for my email address. I never got an email. I will NEVER EVER consider a Dell computer again - their customer service is APPALLING and their advisors rude. Ditch the crap call centre advisors, Dell, because you're losing customers - I told every one of my friends what happened and one, who was about to buy a Dell computer, is now not going to. I have subsequently bought a higher spec machine from a local computer in the UK (for the same price) whose customer service has been fantastic and whose advisors treat a customer like a customer, not someone they can't be bothered with.
I recently purchased an I6000 laptop from you. I purchased one year of Dell on Call to assist me with wireless networking setup and other issues that may arise. Upon calling the on call people to assist with setting up the wireless home network, I discovered that they were essentially clueless. The solution to almost everything in their minds was to run me through MS wizard after wizard to no avail. After initial call of at least 2 HOURS with no success, the tech person felt that the Bluetooth was causing the problem. This was not the case, which I told them, but they had such a lack of knowledge that they wouldn’t believe it. In fact, once they transferred me to the wireless group, that person told me that I was right, the Bluetooth has nothing to do with it!
Prior to beginning with tech support I had run through the wizards for networking setup and told this to your representatives. I stated that there are probably just some advanced setting that need to be adjusted to get it working correctly. They never checked any of those, except running through wizards. I discovered that the Internet Protocol (TCP/IP) was not installed on the I6000, and after I installed it, what do you know, it worked!
I have also been told repeatedly that Dell has no one capable of providing tech support for the Bluetooth device installed on my computer! So you actually sell products that you can’t support?
After about 5 or more hours wrestling with this with clueless representatives, I was told to contact MS. As you hopefully know MS will NOT support its products when installed by the computer manufacturer. Luckily I had another computer running XP that I had purchased so they helped me. And they had a clue!
If you had tech support people that knew what they were doing, you actually might save money because it wouldn’t take them 5 hours to try to solve a 5 minute issue.
When talking to your people, they liked to transfer me repeatedly to other “experts” who also knew essentially nothing about supporting your product. And, every time I was transferred, I would have to repeat all of my personal information and review what was wrong and what I needed.
You guys ought to look at what Computer Shopper magazine says about your tech support, it’s pretty sad.
IN SUMMARY
Your company has wasted over 5 hours of my valuable time.
Your company has charged me hundreds of dollars for “Dell on Call” that is worthless.
Your company apparently cannot even provide tech support for products it sells (Bluetooth specifically).
Your company’s tech support people are not knowledgeable enough to be answering the phone as representatives.
If I responded to my customers in the manner that your company does, I would be looking for a job!
I have wasted yet more of my time since I had to write you a letter!
WHAT I EXPECT
I bit more than a refund of my Dell on Call fee.
A sincere apology by PHONE from somebody other than the folks that just answer the phone (someone who is responsible for this).
A lot to get me to ever buy a Dell again.
Maybe a phone number for real tech support that can handle issues more advanced than how to plug it in!
I do need a better battery than the one that came with the unit.
The government agency I work for has bought hundreds of your computers and servers over the last 10+ years.
Dell is the worst company I have ever dealt with, I returned a computer that didn't work and they want me to pay for depreation of a computer that was a lemon, after several attempts of trying to resolve this, they hung up on me and I can't get anyone to talk to me, they sent it out with a bad hard drive and that wasn't bad enough, they sent someone out to replace it and didn't even load it and left me to figure it out, after being on the phone with the tech's for hours, I was never able to get online, they should pay me for the trouble, I can't pay anything for that experience even if I go to jail.
I am attempting to purchase a new tower computer for my daughter. I configured the machine online, got a good price and went off to the races. When I mentioned the configuration to my wife, she suggested I have the Linksys Wireless G card factory installed so that, when it arrives, we can get it up and running with less fuss (and fewer complaints from our impatient six-year-old{g}). I agreed this made sense, so I attempted to contact Dell. The website said that I had the opportunity to change/augment the order as long as the machine was in the "build" stage (which it was).
Step 1: I tried to augment the order online. This seemed to be in line with their instructions (if you ordered by phone, call; if you ordered online, update online), but, I landed in the wrong channel. The site prompted me for the type of machine I selected, so I chose Home/Home Office (it is an E510). My order number was not found, however, even though it was accepted and I received the confirmation e-mail.
Step 2: I called the number on the confirm e-mail. All it would provide me was order status ("in the build stage" -- it even asked me to write that down...a little insulting). When it asked if I wanted to check another order and I answered 'no', it hung up on me. No option to speak to anyone.
Step 3: I called the main Dell sales number. They also couldn't find my order number, but at least asked if I was receiving a corporate discount (like many companies, mine has negotiated an employee discount for purchasing Dell products online). That put me in the Business channel, even though I was purchasing a Home system. The courteous representative gave me the number and wished me good luck (little did I know at the time that he was being ironic). The department I then connected to was closed (it was 7PM Eastern time in the US).
Step 4: I e-mailed the link provided in the confirmation message. I received an automated response quickly that they received it and then another in an hour or so that read my text and determined that I wanted to change my order (correct!) The instructions, maddeningly, referred me back to my Step 1. This is when my attitude began to deteriorate.
Here is my first exasperated e-mail to them:
PLEASE help me! I am simply attempting to correct an order I placed on-line (see details below). I ordered a desktop computer, but neglected to add an
upgrade for a Linksys Wireless G network interface card. I have called several numbers and have been told I need to speak to a different department (who is always closed) or that I have called the wrong division. I have also attempted to use the online links provided to no avail. This is quite frustrating. I am actually attempting to spend more money with you and I keep ending up in blocked corridors of service. You should not expect your customers to be experts in navigating your labyrinthine service channels.
Please assist me, or I will consider canceling this order and going to one of your competitors.
I received a heartfelt response that sent me back into the maze (see the following):
Dear Mr. XXXXXXXX:
Thank you for contacting Dell's Online Customer Service for our Employee Purchase Program customers.
I understand that you would like to add Linksys Wireless G network interface card to your order. Please accept my apologies for the difficulties encountered when attempting to resolve your issue. I assure you that your situation is not indicative of the quality service Dell is capable of providing. I am truly sorry that we were not able to provide an experience that was completely satisfactory to you.
Unfortunately, Customer Care does not have access to pricing or detailed product information. Dell Customer Care takes care of post purchase logistics and other customer satisfaction issues.
Please contact our Software and Peripheral department for better assistance with this issue, they will be more than happy to assist you with your request.
You may call them at:
1-800-449-3355 ext 72-40168
A representative will gladly assist you in placing an order for the Card suiting your needs. Moreover, they shall also be able to provide comprehensive assistance with payment options, ongoing promotions, and any discount structures available in the segment.
You may monitor the progress of your order online using your Dell order number and customer number at:
www.dellcustomercare.com/orderstatus
As soon as you get a notification that your order has shipped, the shipper name and tracking number will be listed in the order status page. Please contact the shipper at that point of time and schedule the delivery as per your convenience.
Mr. XXXXXXXX, I apologize that I am not able to assist you with this issue directly.
You may receive a survey requesting your feedback on your Dell experience. Please take a moment of your time to complete this survey and provide us feedback on how we deliver to your customer needs.
Thank you for choosing Dell.
Respectfully,
KC_Pramod
Customer Care Specialist
ABU Customer eCare
Dell Inc.
Anyone want to guess how I'm going to respond to that survey?!?
Dell needs to wake up to the fact that the hardware and software they can provide are commodities and that the only way they can differentiate themselves is with service. In this case, they have CLEARLY stood apart from their competitors...at the bottom of the list.
No microphone in Inspiron 6000.
I have been a loyal Dell buyer (this is my 6th Dell purchase) and I still think they are good machines and I have not had the same bad experiences as some of you here. But not having a built-in microphone IS SOOOO ANNOYING. Each time I want to Skype or MSN, have to rummage around in my computer bag to find an external microphone. Why did they not install it? Dell said it was because the HD causes interference. Huh!
DVD Region Encoded
How silly it is (not Dell's fault I suspect) to have 10 chances before your DVD player fixes itself to ONE region. I bought a notebook because I am a road warrior across many countries (and DVD regions). Almost any DVD player for home is now multi-region so why have this silly useless feature in a PC that is far more likely to be moving around... ???
We won our battle with Dell. After purchasing an Inspiron with a DVD/RW combo drive and a seperate CD drive to enable copying from the one drive to the other we found that the CD ROM drive did not work. We spent several hours on the telephone with the Dell "customer service" reps who know little to nothing about the product and two technician visits in which he replaced both drives we were frustrated beyond belief. We persevered and continued to complain escalating it time and time again and refusing to speak with the Dell "techs" located in India we finally got them to agree to return the computer for a refund.
It's hard to believe that a company like Dell cares so little about their customers. If you go to Dell's own forum site you find over 1000 pages of people complaining about the very problem we experienced while Dell continues to deny it is "their" problem even after agreeing to a refund.
My significant other and I are both seasoned computer owners and users and I can say I have never owned a computer as bad as this Dell. I have never had to "tweak" any computer like Dell wants you to do to continue stalling you. I have never had the extended warranty be so useless as is Dell's. With Toshiba and HP I have only had to take it in for service or return it and it was fixed no questions asked.
The Dell from he#$ that we owned briefly was replaced with an HP that we plugged in and worked right out of the box and has shown no problems.
As for Dell computers I have now owned two. My first and my last.
i have just spent hours on the telephone to dell support I had to repeat everything twice as did the support I could not understand his english and he could not understand mine so everything took twice as long the fault is still the same second fault on a computer 3 months old.
Ah Yes, Dell. Like many others I was a returning customer to Dell - having had four years to forget the customer service experience of buying a new Dell the last time. I ordered a Dimension 5150C - speaking to their so-called sales people - who of course are on commission - so don't believe a word they say.
I only had two issues - would my existing wireless card fit/did it come with one and don't put security software on it - I already have my own. Needless to say the salesman told two downright lies - the machine arrived WITH the software and without any wireless card (and because it is a mini-hard drive you can't get a wireless card for love, money or anything else. The pre-loaded software and the security software was a NIGHTMARE to remove - I still have crashes and issues but there's no point in talking to Dell - even Microsoft couldn't work out what they'd done - but did say they regularly have the same problems from Dell customers.
The wireless issue is a bug because I now have an external adapter - exactly what I was trying to avoid.
Customer service - what customer service? Escalation of complaints/issues has no meaning to an organisation like this.
They have your money and quite frankly couldn't give a toss. I will never, ever buy another Dell computer or product and have already cancelled a major corporate order and transferred it to Apple and HP.
At the end of the day it comes down to customer service. Those who provide it and who do not. Dell does not. If you are anybody other than a mega-advanced computer user - don't buy their products - it really isn't worth the nightmare.
And finally - I have a question. Why do Dell have customer satisfaction surveys? Ha Ha Ha Ha. What a waste of money. Maybe they could invest the cash they spend on this useless, useless process and invest it in customer service.
I have recently purchased a Dell Notebook. After talking to 16 Techs they determine the mother board was bad. I shipped my computer for repairs. When the box was returned to me, someone else's computer was in it. Once again after being transfered around the world, I did finally get a tech that was willing to help. And after emailing Michael Dell himself I thought I was getting somewhere. No one could find my computer. I was sick of it, I wanted a refund. A gentleman calls me up, he has found my computer, 30 minutes later another lady calls me and says she has my computer. First they couldn't find it, now 2 people have it. So I give my point of contact, supposably from Michael Dells office, the ladies phone number with my computer. Today I receive a call, from my point of contact, that she is contacting her people in Bangalor to contact the lady in Tennessee (which I gave her the ladies phone) which has my computer. My point of contact lady will not give Bangalor the information I gave her to help speed up the process. While I am trying to understand their procedure, I repeat what my point of contact is telling me. She informs me that I am taking up her time. She was sooo rude, she would not let talk. I don't know about you, but the first lesson in business is the customer is always right. I have never been treated this way. She spent more time telling me I was wasting her time, than if she would have answered my questions. Listen to this, the repair shop for Dell cannot ship the computer to Dell. My point of contact, contacts Bangalor, who contacts Tennessee to ship me my computer. Then I have to ship the computer from my house to dell to receive my refund. This is crazy. Then who knows when I will receive my refund. To top things off my point of contact cannot contact Dell Financial to assure there will not be any late fees or interest charges because they are not in the same area. I will never purchase another Dell. For those of you who are still considering it, do not use Dell Financial. If you use a personal credit card you can file a dispute without receiving late fees & interest fees. In my opinion the right hand does not know what the left had is doing. I have never heard the phrase Dell Hell, but I have been there and back. I realize I am one small person, but if I can take $1000.00 out Michael Dells pocket it will be worth posting this information.
Five years and two Dells- a total of $3700. I recently learned that a Windows CD is NOT given after you paid for a license. Nor do you receive any back up CD's for a product that consistently fails. My last mother board fried. This one crashes often. Why was I so Stupid?? because at one time Dell DID have a customer service department. Now its an extra charge. Customer service is a joke. I once waited ONE hour on the phone and was disconnected. Being hearing impaired is not fun when talking to India. Dell's products have consistently failed- so has their service. I sympathize for anyone who bought from them and learned my next machine will be an emachine- at 300.00 I would have got 20 years out of what Dell gave me for five.
I have been paying for my dell computer since June of 2003. I have been paying $50 per month since June 2003. The interest is so high 29.99%. I have only bought a couple of ink cartridges during this time. Today, I check my account and I still owe $947.97 It has almost been three years and I still owe almost 80% of the original charge of $1,500. What a rip off!
>
> Sincerely,
>
> Charlotte A. Pearson
A friend of mine wants to buy a laptop.
I called Dell but after waiting 26 minuets to talk to sales, I got mad and called gateway and she bought one of theirs.
Dell is about the shi_tiest of them all!
Dell support stinks! Not only do they talk like Indians they write like Indians. A small software problem costs a minimum of $99.00 and that is for one question
9 months after purchasing my inspirion the screen went out. I spent hours on the phone who kept telling me Texas was a country!!! I could not understand them to get anything done. Now I am stuck with a computer payment and a broken computer. The repair place wanted 450 to fix it. It was supposed to be under warranty but I h=guess they don't care. dell is a Texas based company how come there are no texans working there. Dell sucks i am puting an ad in the paper telling my story!!!
I have had one hardship after another and my latest involves Dell Computers, I have been reading about Michael Dell and his 18 billion net worth, and the code of conduct of dell and the values of Dell and it is all hogwash!!!
For several years I had worked for Remax real estate in the impoverished area where I live. It had taken me years to build up clientele and then a rich little gal bought the firm and while I was on vacation she called all my clients and told them I was no longer in Real Estate and they had to sign over they’re contracts for new ones with her. She stole all my business in one afternoon. She kept my commissions and charged med double for the Dell computer and even kept the rebate.
When I came back from vacation stripped of any means of support, I got my brokers license and started my own Brokerage River Country Properties. I live in a trailer and have not paid rent for 2 months. Some of my clients are coming back to me but slowly, I do not have enough money for advertising yet of an office.
But the one bright spot was going to be to be able to service the few clients I do have now. When I got the computer to my home office noticed there is no modem or floppy 3and ½ drive. In this area there is only dial up. I ordered a floppy and a modem on April 11th from Dell. I have spent hundreds of dollars that I do not have speaking to dell about this order with foreign people whom do not understand me and have consistently gotten my information wrong. I have lost thousands in revenue from clients I cannot service because I have no computer to use. Each week I go to my association office and buy a data disk for my multiple Listing Service that is only good for a few days and then I have to keep buying them as I keep believing the new customer service people I talk to that the order is shipping overnight. I got a call today that my order is bing processed and may or may not be here on May 18th. By the time I receive it. It will be almost 2 months. I have a list of new order numbers and conversation confirmation numbers at home. Why in the world can’t Dell just send me another tower with the floppy in it (and cd) and modem, and exchange mine at home??? It seems like the parts will never be made.
I feel for the emotional distress and the financial loss to me, (this is crippling the little business that I do have) I should be seeking counsel for restoring me to a position that I was in before I ordered these parts, before I lost the clients and my cell bill got out of hand. No one at Dell seems to care, aren’t those executives and Ceo’s and presidents with all that net worth concerned with the poor little businesswoman who is just trying to break even? I am so sorry I ever heard the name Dell, and if u know anyone whom can help me please send this letter is Michael Dell and any other executives whom boast all they’re ethics and company values and all that net worth, as Dell is worthless if u ask me!!
jorikrystek@hotmail.com
www.angelfire.com/stars4/jori
815-973-1197
Signed,
Disgruntled Dell User.
Although I am a few months shy of my3 year limited waranty pn my Dell Laptop; I needed Tech Help. Try and understand them? I found out when I purchased my lap top that Tech Help serviced both soft and hardware. However, now to get help it's fee based to get help on software. I remember help being horrible and now it is even worse. If I ever need another computer, it will not be dell.
you Americans are lucky - apparently you can actually get a machine you ordered
- here in the UK, where I run a small charity, we have to deal with Indian phone operatives who would have trouble cleaning a street without annoying it.
Now they have finally said they are going to deliver my 3 new 19" monitors ( five operatives and four order numbers, seven idiotic emails with "sorry please" in, 5 weeks and two lost cheques later)
they won't deliver it to my new address (- the reason I was getting new monitors was for my move to a new office - ) and the delivery firm won't change the details - neither will dell - so I cannot get them - my old office is closed, gone, finished... (these words are not accpeted by dell operatives- they will be... soon.)
this company is going down the tubes - spending millions on advertising but unable to deal with customers like a chimpanzee cannot deal with a Mac truck.
kill them all... kill them all...
I have a Dell 5150 and my friend a 1150 Dell Inspiron laptop. The laptops DC power jack in both our laptops went "belly up"...wouldn't power up, wouldn't charge the battery anymore without moving the plug on the power adapter. Called Dell and they would not cover us..even though we had their extended warranty..we were told that it was customer abuse and that they would replace the motherboard for us for $500!!! Dell's customer service was horrible. In order to get the problem resolved in both case's we found a Technician / The Laptop Doctor www.doctorlaptop-repair-jack.com who was easily able to fix the power jack problem for only $98 verses Dells $500!!
Dells Customer Service SUCKS
Sincerely,
tom
Despite my use of Google as a search engine, I don't want its tools on my desktop. Now DELL has signed an agreement with Google to install Google tools on new desktops. For me that is an additional reason not to buy DELL products. I used to have an interest in Alienware, but that interest has died.
Now my choices are:
WidowPC: www.widowpc.com
Puget: www.pugetsystems.com
Velocity: velocitymicro.com
What are your favorites?
E.
let me just say i have had TWO Dell laptops and they both have horribly infuriated me. Components just stop working after about a year to a year and a half.
Inspiron #1:
Fuzzy screen
PCMCIA slots died
Some keys stopped responding
Inspiron #2 (5150):
Have had everything replaced in this baby while under warranty. After the warranty ended, everything is slowly dying. No write capability for CDs or DVDs anymore. NOw the MB needs to be replaced, because when you touch the button, the system turns off.
My roommate had a dell laptop crap out on him, as well as his grad school advisor.
NEVER BUY DELL!!!
Back in April 2004 I purchased a Dell Dimension 2400 and for an extra £50 I could get a Dell Photo AIO Printer 922 thrown in with the deal. I thought this was a great offer, and was really chuffed with the printer as it did printing scanning copying and photo printing of good quality photographs.
The first six months went swimmingly. I loved the printer and got on well with it, but then it developed three faults. The first was the printer feed mechanism broke meaning I had to feed each piece of paper through manually. Then the printer kept saying that the scanner door was open which it wasn’t and the third fault was that the ink chambers did not move into the centre when the door was open, which meant I was unable to change the ink cartridges.
I got straight onto customer support, who were very good and replaced the printer that week. Problem solved. Or so I thought.
Three months on, I tried to turn the printer on and found that it wouldn’t even power on. Again I got on to customer support. After being passed through three different people, and 5 minutes on hold I was told to plug the printer into a different mains socket (of course I hadn't tried this already!!) I was asked to check various parts of the printer, and finally my suspicions were confirmed and was told the printer was faulty.
However Dell then told me they would not replace the printer as it was no longer under warranty. Despite the fact they had provided me with two crap printers, they weren't going to do a thing about it. Three strongly worded letters later, and they are still not backing down. I am not an unreasonable woman, and understand that warranties don’t last for ever, but I think if both products I have received from Dell have been faulty, I surely have the right to expect a replacement, or at least a refund. Trading standards agree with me, and I’m perusing the matter. I don't see why big companies such as Dell should get away with ripping us off.
Since this charade, I have discovered that three of my acquaintances have had the same make of printer from Dell, and these have developed faults too. Anyone out there planning to get a Dell printer (which is actually made by Lexmark) don't do it!! Spend an extra £20 and get an HP - much more reliable.
Dell Computers is the first manufacturer of the "disposable computer".
I bought my Inspiron 6000 laptop a year ago and now the motherboard needs replacing. After one year! Thankfully it is NOT covered under the 90-day warranty (really should be a one year warranty). Thankfully Dell's tech support that helped me diagnose this over the phone for $42 had such a thick accent that I could hardly understand him (and him me). Thankfully I bought such a high-quality disposable laptop that lasted me for a whole year.
My computer works pretty well. My complaint is with Dell Financial, who will not take no for an answer! I bought my computer in 2004 and initially had accepted a $50.00 rebate for using Dell Financial to pay for the thing. But they sent their first letter, stating that interest would be at 19.99%. That rate was usurious to me because it did not relate to their risk nor to my creditworthiness.
So I phoned them to say I would not use Dell Financial and would pay for my computer by bank check. They suggested I contact Scott, my salesperson, so he could drop the credit rebate, which was fine with me. My computer now cost $979.62.
On July 17,2004, I wrote them to restate my lack of need for them, and sent my bank check to Dell Computers, not Dell Financial.
Then they started sending me bills with various financing charges when I had already paid for the computer in full. I wrote on each bill, "I have already paid for this computer," and sent the bill back to them.
Finally a girl wrote me asking why I had not sent any payments after the first one. I explained all this to her, thinking that finally, maybe, sombody at Dell was going to listen to me. It was not to be. Without any other notification, they sent these charges to collection agencies. I briefly told each of them that I had already paid for the computer and that I had notified Dell Financial that I wasn't going to make use of their services. One of them accepted my claim that I had paid for the computer after I sent him a copy of my check.
But it was useless that I addressed my check to Dell Computers. After a month, Dell Financial, having set up an account despite my phone call and letter, indicated that my check had been credited to THEIR account.
But the other two collection agencies then reported my "non-payment" to Experian, Equifax and Transunion, and my credit dropped from the 700s to the 600s!
Since then, I have been working with these agencies to correct this report. When they saw I was nor going to pay, Dell finally cancelled my account, and this did show up on my credit report. But the payment history and other records still stand on my credit report, so my credit number is still submerged.
I have no beef with the computer. But if you don't want to pay 19.99% interest, then you better tell your salesperson that you will pay cash for your computer and never allow any discussion of credit with Dell Financial to creep into the conversation.
Forget the customer is always right! These credit agencies only take the word of the corporation when they agree to
"investigate."
Dell Defy belief!!
I have bought a lot of computers from Dell over the last 4 years and every year they get worse.
Due to experience I have to call dell everyday until the problem is solved. Everyday. And they still make mistakes. I get them to log my call keep in touch with me text me anything- THEY NEVER EVER EVER DO AS THEY SAY EVER!!.
I don't ask for much.... all I ask for is when you say something keep to it (there agenda not mine) It Dell who says the what when how.
I honestly dread calling.
Every single point they make mistake every single point EVERY ONE. If you are a bad company it must be 50-50.
Dell "we will pick your computer up Monday" they come Wednesday. Someone from delivery will call you- nobody ever did "I will stay in touch with you until this problem is resolved" never heard from them again "i will put you through to the right department" I speak to some illiterate Indian in charge of printers.
They can't treat customers like this.......
Absolutely useless.
WOW!! I knew Dell was getting worse, and I knew they were having problems, but I never expected a problem like the one I just encountered. I am a Dell VAR, and I move a moderate amount of product through to my clients. That is, until today. I simply can't afford the time to continue to fix their problems and deal with their incompetence any longer. In June I bought a new D820 laptop for a client. This is not some cheap laptop, but a system that cost me over $2,000. Out of the box it did not work correctly. After contacting Dell Gold Support both by phone and through their on-line chat, they wanted to start sending me parts and have me fix the laptop. After spending many hours with the techs, and finally getting a supervisor, they agreed to send a replacement laptop. The new laptop was received and upon examination I found that it was configured incorrectly. After spending several more hours with Gold Tech Support, I was told to take parts from the old laptop and put them in the new one; specifically, the hard drive which I just finished programming for the client. I've invested over 20 hours just fixing Dell's problems, and after calling Customer Care and again speaking with a supervisor, they offered to compensate me in the amount of $100 for over 20 hours of my time. Then they hung-up on me. I called again and got some guy in India, who wants to start the entire process over again. After providing the ticket number and asking for his supervisor, he says no problem, and he hangs-up. I have been in the IT business for over 20 years. I am a MCSE (Microsoft Certified Systems Engineer), I'm certified on MS Exchange and everything from Windows NT 4.0 to Windows Server 2003, I have an excellent customer base that covers Long Island and Manhattan, and customer service is my primary focus. I have never, in 20 years, encountered a company as frustrating as Dell; a company that has a complete lack of respect for its clients, or a company that hires complete fools to interact with the public. Aside from being the president of my company I am also on the board of education and the chairperson for the technology committee for the 3rd largest non-city school district in New York. Dell can not be the only player on the block, and I will find the alternatives and find a way to work with them. I have been insulted by Dell; by their lack of respect, their lack of concern for my time, and by their lack of quality customer support, both technical and non-technical, and I can not in good conscience continue to do business with this type of company. If anyone reading this is aware of real, viable brand name alternatives to the Dell product line, I would appreciate an email. We sell all types of systems; laptops, workstations, desktops, servers, and storage units (NAS), and I would welcome any information and direction that you can provide. Please send any guidance directly to me at info@Am-Pro-Services.com. Thank you very much for your help.
6/21
I went online and applied for Dell Financing. I was approved, so I ordered two systems - identical in every way except for the sound cards. The base price was $649 and with the customizations they came to $798 and $814, before tax.
6/22
I received no email, no order number or confirmation of any kind, but logging onto Dell.com, I could see that the cost of the order had been subtracted from my Dell Financial credit balance. So I decided to investigate further, in case there was a problem.
Chat #1: Around 11:00 am, I initiated an online chat with customer service representative Kanika Kansal. I explained the situation, and was told the following:
06/22/2006 11:26:22AM Agent (Kanika Kansal): "Rxxxx, I have verified with Dell Financial Services and your order did not go through due to configuration issues."
06/22/2006 11:26:29AM Agent (Kanika Kansal): "I request you to re-order the systems."
When I pointed out that the amount had already been subtracted from the initially approved balance of my credit account, I was told:
06/22/2006 11:28:54AM Agent (Kanika Kansal): "Rxxxx, the amount has been reversed and your available credit balance is $xxxx.00."
Ok, I was admittedly a little frustrated at an additional delay to receiving my order, but, I went online to start over. I confirmed that credit balance was restored, then tried to reorder the systems. However, the base price was now $699 and some of the customization prices seemed to have changed as well. That's when I decided to call.
Phone Call: My phone conversation with customer service/order support representative, Shandie Alegre, might actually have been comedic, had it not been so unspeakably frustrating. What I expected to take a matter of minutes took close to an hour and still ended up wrong.
I began by carefully explaining the situation to Ms. Alegre, how I had never received an order number or customer number, how the order had not gone through due to some unknown "configuration error,” how the price had changed on the web, and how I felt I should not be penalized for the order not going through. She then proceeded to ask for my customer number. I explained, once again, that I had not received a customer number or order number. (This didn't appear to matter, as she requested these numbers several more times during the conversation.)
Next, she explained that the prices had changed because: “the prices changed.” I said that I had figured that out already, but that I did not feel I should have to pay more than what I had originally placed the order for, just because it was mysteriously cancelled. This took numerous repetitions to Ms. Alegre before she said she would "see what she could do," and began entering the new order.
What followed was one of the most irritating and exhaustive conversations I have ever had. Ms. Alegre became so confused that even I got confused. I quickly decided to make both systems identical; it was clear I would never manage to convey "all the same except for different sound cards" to Ms. Alegre. As it was, the process required numerous repetitions and corrections. When it was finally complete (or so I thought), she announced that my price, per system, would be $903 - exactly what it would have been, had I simply reordered online. Once again, I was forced to explain my entire reason for calling, until she went to speak with her supervisor.
When Ms. Alegre returned to say that "the best she could do" was a $50 rebate on each system, I was not happy. Yes, that covered the price change in the base system, but clearly other prices had gone up as well. However, by that point, I was rapidly running out my lunch hour and my patience, so I said "fine." This did not, however, lead to a swift end to the call.
Next came the "order processing" phase. Once again, I found myself repeatedly correcting the order. I was stunned that, this far into it, she still had the first, most basic option - the speed of the system processors - wrong. She told me that tax was $130; it ended up being $12.50 on the final total. And at one point, she even informed me that my "operating system is Microsoft Works." I can't even begin to describe the lack of confidence I had at receiving properly configured systems.
As the call appeared to be reaching an end, we came to the "delivery address". I was very clear with Ms. Alegre that I needed the systems delivered to my work address so that someone would be available to sign for them. This then triggered numerous repetitions of my work address particulars, until we were finally able to end the call. I only wish that it had also signaled an end to the problems.
Here is what happened next:
Email #1 & #2: Confirmation of the first system ordered - twice. (I never received one for the second system.) It had been entered with to be delivered to my home address.
Chat #2: I connected to Upinder Singh who was extremely helpful and apologetic, and who immediately changed the shipping address for both order numbers.
Email #3 & #4: These were confirmations from Upinder Singh with the corrected delivery address.
Email #5: This was from Shandie Alegre and was a “quote” (complete with a "Buy Now" button) for the systems I thought I had ordered on the phone. I immediately responded, requesting clarification.
Email #6: The response came from Michael Vincent A. Mesia ("Call Back Queue/ SOAR Representative") and assured me that everything was fine and both orders were confirmed.
Email #7: Before I had a chance to reply to Mr. Mesia, another email arrived. It was the confirmation of the original web order from the night before, nearly five hours after I was told it had not gone through! I replied to Mr. Mesia, asking about one of the system components (confirming that was what I had asked for) and asking why I was just getting the confirmation for the original order.
Email #8: Mr. Mesia replied to the question about the component. I replied, again asking for explanation of the original order confirmation. As of the writing of this letter, I never received a reply.
***
06/28
Delivery: The computers arrive. Thankfully, there were no delivery issues, as my home telephone number was entered, instead of my work number – despite finally getting them sent to my work address.
Rebates: And, after everything was set up, I logged onto Dell.com to get my rebates, only to find that I was given a $50 rebate on only one of the systems. Order #xxxxxxxx7 included the rebate, while order #xxxxxxxx6 did not. Not surprisingly, my email inquiry has gone unanswered.
***
When I initially placed the web order, the base price of the systems was $649, and with the customization they came to $798 and $814. The more expensive one contained the better sound card. Now, I have two systems with the better sound card, but instead of $814 each, they will cost $853 for one, after the rebates, and $903 for the other. And this is after everything I went through to get them ordered (and ordered correctly.) My order was inexplicably cancelled, the reorder I was instructed to make was complete chaos, email transactions were confusing – or just not answered.
I know that my bill of sale from dell is paid up.They still want me to pay almost 300.00 more.
I keep fine records of all checks and payments and their records do not match mine.
When they started sending out the new financial records,they added on things that were long credited to my account and when I called to go over my statements they say that they can only go back 6 months.
I went over my records again and again only to find that I am correct and that if you need help following your money trail to Dell, they can't help you. They want your money, but can't tell you where the added expenses come from.
Hi,
Peter here from Sydney Australia.
I have had nothing but hassles and problkems and breach of contract in my dealings with Dell. From delivery which entailed waiting at home 4 days in a row for people who did not show to finally being delivered a computer with no speakers to waiting a further 3 weeks for speakers
( so there goes much more time lost than the system was worth before it's even fully delivered) to crash time 10 months later to the same thing waiting for days in a row for Technicians who simply don't turn up and take 13 days to get their even though extra money has been paid for "NEXT bUSINESS DAY" SERVICE ( AGAIN MORE TIME LOST THAN MACHINE WAS EVER WORTH) to not having the problem fixed to Oh... did I mention the hours upon hours upon hours of phone calls and waiting for calls to be returned " absolutely within 2 hours but I can tell you are frustrated and I promise you" day after day while waiting for calls which are never returned - yes forgot to mention that didn't I ... to finally a cusomter Care person who upon being told that we have laws in Australia and your delivery time frame alone has breached them rings back and offers to extend the warranty that I never got by another year to the next person called after the next crash who decides he's cancelling that warranty and I can go to hell to because " that's not even my real name stupid"....finding that the local Dell marketing director for Australia ( Mr. Alvara Del Pozo is giving a lecture on customer satisfaction at a nearby hotel shortly ..... On it goes and the story is still the same - DELL do not honour their agreements - I'd be happy for as many of you as possible to email any dell executive address to me so I can forward complaints along. BUT By all nmeasn email MrDel POzo - at alvaro_del_pozo@dell.com and if you get any other names, email them too Otherwise staff hide behind anonymous false names and we get no where.
put a sign in your car, talk at least one person a week out of buying dell and encourage them to do the same, we are only telling the truth and it will work out like a nice big chain letter to bring the cheating sods down.THERE IS NO EXCUSE FOR FAIL;ING TO DELIVER ON PAID WARRANTY. THERE IS NO EXCUSE FOR WASTING YOUR TIME AND NOT COMPENSATING FOR CUSTOMER LOSS . Spread the message:
DON'T BUY DELL ....
I Use a dell latitude d600 (P4 M 2ghz with 1gb ram...)
also before i used a dell latitude d500..
These are the problems i've had with both laptops
D500:
Screen fell off
Power cable broke
Power Supply broke
Left mouse button broke
Had Smoke coming out of the bottem fan vent
Keys Constantly fall off
Battery broke
D600:
Screen is falling off (but hasn't come off yet, have to use K'nex to hold the screen open lol)
touchpad pretty much died
sound keeps messing up
USB is dodgey
Constant overheating (try to play basic games like WoW and i get 15 minutes of 20fps, then 5 minutes of 1 or below fps, and i use 2 cooling pads on the laptop, one behind the screen and one below. doesn't really help much)
Keys constantly fall off
Cracks in case
Oh and my friend bought a latitude D800 and it came delivered with a chunk of plastic missing off the side of the screen about the size of a 2p coin..
End result: DONT BUY DELL.
(No, i didn't buy these laptops, someone else bought them for me :D)
We have purchased Dell computers several times over the years and never had a problem, until last week. Error messages about "previous fan failure" came up on our Dimension 4600C. We went through the steps to clear the BIOS, etc., with no effect. Finally got booted up and the fan made a horrible noise, then quieted down a bit. After turning it off and restarting, the same thing happened, only the fan never came on and the computer simply "faded to black".
I called a technician (not Dell, since our computer is out of warranty), and he determined that the CPU fan was dead. We got on the phone to Dell Technical Support and the tech wouldn't talk to my tech, when I got on the phone, I told him the CPU fan was dead and I needed to order a replacement. He asked me why it failed!!?? I laughed and said, how the devil do I know? Then he said he had to check for the part and put me on hold, twice. Finally he came back and said the part was not in stock and he would have to order it and he would call me back within 24 hours when the part showed in stock and I could order it. I never received a call. I called the Spare Parts number, went through the explanation, and he asked me why did the fan fail. I laughed again and said I have no clue, that was his department. I just wanted to order a new one. Finally got the part ordered and it's supposedly shippin today.
I'm really concerned that when we replace the fan, it will turn out there is another problem, and we'll be back to Step 1.
Has anyone ever experienced a problem with a fan failing? What do I do if the replacement doesn't fix the problem?
Also, I really hate to say this, but I really dislike the fact that customer service is handled out of India. Although there was no real problem with English, the accent was difficult, and it is very clear they follow a very strict "script" which is very annoying!
I bought my daughter a dell laptop for college. It stopped working after 3 weeks. It took two months to get it repaired even though it was under full warranty. Customer support would set up telephone appointments but never call. They were completely unhelpful. The laptop was only repaired after I made a written complaint to the Better Business Bureau in Texas.
I bought an Inspiron laptop for my college student son in April: it failed to boot on delivery and then what followed was 2 months of Dell Hell, including 3 days off work waiting for collections and deliveries, numerous e-mails to UK Customer Care; many many phone calls to the Asian subcontinent, an evening spent dismantling and re-assembling (to no avail), an underlying refusal to refund my money, and eventually a replacement machine which was the wrong spec!. I refused to deal with technical support again so after more weeks of calls and emails I finally got a refund for the missing specification in mid-June and made do with the machine as supplied. The problem? - UK Customer Care had no influence on the outcome via technical support and eventually stopped responding to my pleas for help - a major failing. We would never buy another Dell and I will try to persuade my employers to cancel their (large) Dell IT contracts as well. Advice? - go to John Lewis and buy an Apple.
I just trashed my 2 year old Dell 8300 and bought a Sony. In spite of an extra cost in home warranty, I got a non-English speaking rep who said he didn't know what the problem was so he was going to blame it on software and charge 100.00 to talk.
I purchased an Inspiron in Feb 2005 (along with a 3 year extended warranty) for my wife to use. In just a few months, the system would shut down if you moved the screen. I suspected a pinched connection and called Dell. Dell quickly sent a box to ship the unit in for repair, in a bout a week it was returned and worked well. July 2006 it did the same thing, I called Dell expecting the same quick turnaround. They sent a box and I sent it in. That was July 10 2006. I called 3 days later to check on it and was told it would be 2-3 days. This was a lie. after several calls, and online chat i was always told the same thing 2-3 days until July 26 when Agent (Deepak_01112728) said it had been on parts hold, the parts were now available and it would be returned in 5 business days. I pressed for a date and he said "...by 3 August ..."; "There will be no more delay" I called Dell August 2 to see if it was on schedule and was told that it was on parts hold. I demanded to speak to a supervisor and was connected to Joey (extension 5377109)and was assured that parts were scheduled for August 4. I was quite irrate and wanted to know if anyone there was capable of telling the truth. Even after reading the exact quotes from the session log with Deepak,(which Joey had on his screen), Joey refused to admit that I had been lied to. All along this process I told the Dell agents that I was purchasing another laptop for my daughter to have for college, and unless I could be dealt with truthfully, it would not another Dell (I have bought 8 Dell computers in the last 6 years, not including this Inspiron) I called August 4 and was told the parts were in and it was being repaired within the next 5 business days (by Agent Johnny_5374972).Saturday August 5 I went to Officemax and purchased a HP 52230. I just wish I had an address to send a copy of the reciept. I recieved the repaired Inspiron August 7. I wonder how long ti will be before the next repair??
Long story short Dell is not dependable. If they had told me in the beginning it would be a 4 -5 weeks for repair, it would be different. I hate being intentionally lied to.
I received a double order from Dell (the only place I could get Dell printer cassettes, naturally) after talking to a poorly Engish-speaking female in India (they presently are the only English-speakers who can do this complicated type of job; at $3.00 @ hour, I might add) and finally gave up and hung up. i then preceded to order online and both arrived in a very short time and i was double-billed, as one might expect. I called India once more and got another poorly English-speaking "Custumer Care" server who HELPED me out by giving me an incorrect identification number to return the double order I had received. When I saw my credit return yesterday online, I had lost over $50.00 for their error. What had been a $103.plus purchase (twice charged) returned $63.00 on my investment. Now, try to find anyone to speak with to correct this ROBBERY! Forget It!
Except for that, I think it is a tremendous "American Shame" that rudimentary jobs such as this must be sent to a country such as India. What it tells me is that an "All-American" company such as Dell isn't proud enough to hire american workers here and wishes it could operate solely in another country to "save" money to make money. No wonder we Americans are looked down upon so greatly in countries who don't have our standard of living - they are being used to make American companies RICH...ER! AND, they know it and resent it!
I purchased a DEll 820 with 512mb video. I was specifically told that this was a dedicated 512mb card. Once I get it, I see the bios sees only 256 not 512 or 256 shared only 256.
Dell went through a number of problem solving trials.
Flash the bios
Reinstall video card software.
Claim that Windows overrides Bios and that what the motherboard sees doesn't matter. Backed off when I asked about motherboards that can't handle more than X number of Gigs of Ram or X number of gigs of HDD.
Pressure me into giving explicit descriptions of how performance was affected by only having 256 ram.
Set up tech call.
Cancel tech call, claim that 256mb is shared even though bios can't read it...it is there.
Refuse return, told me I should have read specific documentation about how the motherboards work and the turbo memory. Told me I would need to pay for shiping and 15% restock.
Called Nvidia. Dell 820 is the only motherboard that can not read the additional 256 on the card. There is 256 shared, but the board used may not be able to see the card. LOTS OF COMPLAINTS TO NVIDIA.
Result.... Gave laptop to wife. Bought the remainder of the 15 laptops for the office here at the university from Toshiba. $2,290.00 *15.
Dell does everything to be obtuse and lie. They promised specific performance then treated me like I should know everything about their motherboards...which according to NVIDIA can't even see the ram.
I wish I had read this stuff BEFORE I bought a Dell 1505 maxed out. It completely failed within about a month of purchase. I'd paid for the top end in home service. They sent a guy with a new mother board. That didn't fix a thing. He said no problem i have to return it to the Depot for repair...have it back in 5 business days. That was two weeks ago. I've spent more than six hours on the phone with dell customer and tech people with the same zero info run around. They then said it was on hold for a new mother board. I explained that the mother board had already been replaced. I get, "Oh, perhps that is not exactly the