When I purchased my computer I was informed that I would receive a coupon for $100 of Dell products. When I didn't receive coupon I contacted customer service who e-mailed it to me. The coupon listed a code and conditions but Absolutely nothing about expiration! When I tried to use it I was told that it was expired. I offered to forward the e-mail when they insisted that it listed 120 days under terms and conditions but they refused. Code was within 120 days based on the e-mail date.
After 3-1/2 hours on the phone I get the customer care manager, Nadeesh who states that it was their fault but they can't re-issue coupon codes so sorry. He said that he would forward my comments to his manager who will not contact me as he was th highest person in the Dell corporation that I could speak to. i ,should list to them to ie
Besides the time on the phone. I lost $100 that was to be for my 7 year old's Christmas gift. I also no longer want to purchase Anything from this coupon even though my computer needs speakers.
Janis of Turlock CA (11/30/08)
I bought a brand new 1536 Studio Laptop October 3, 2008 it died 20 days later. Called Dell customer Service in India and discovered lie after lie then hung up on several times after being on hold for approximately 20 minutes a call. I was told my laptop could not be repaired by phone until Monday as I was not the registered owner??? After speaking to 3 reps and a floor mgr the following week, I received an empty box from Dell. Packed the laptop and sent it back for repair.
after 2 more weeks I called Dell again but told my repaired laptop had been sent to an unknown address in a entirely different city. I was asked to wait 7 to 10 days for them to find it. I said no and asked for a refund. I then had to wait for someone higher to call me in 48 hours. I was called and told a new laptop was being sent on Friday to arrive on that monday. No delivery and when I called back I was referred to a floor mgr Sam who left me on hold for 10 minutes then told me the original laptop had been delivered to me as they had delivery confirmation.
When I asked who signed for the delivery, I was given the runaround then hung up on. Only after threatening legal action did a escalation rep call telling me a new laptop was shipped. It arrived late and had different casing, missing the purchase offer software and the system restore has had to be completed three times since receiving. There are errors and docs of test results of obvious system failures and updates while still in Dell's possession. It was sent to me anyway, as is. I have called, emailed the escalation department and Dell's legal department. No call.
I cant go through another debate with these people. They already refused a refund although I have the receipt of purchase and not happy with their product.
John of Victoria BC (11/29/08)
I had bought several outfits from Dell as they gave a small business discount. Now that I'm a sr I wanted to do Photoshop CS3 retouching from home- for my Church- VCF and Pro photographers of Canada. I told Roman I needed a powerfull computer with lots of memory as photographs in RAW format use a lot of space. He did not listen- sent simole software CS basic instead of CS3 extended- He just sent whatever he had lying around! He sent the basic Dell tabletop which has small storage-memory Totall in adequate for the big time stuff I wished to do. I had joined NAPP-national Assoc. of Photoshop Pros. out of Florida!
I rea;ized what he sent was woefully inadequate! I couriered it back- He- Dell began to take funds from my Coast Capital account -a excellent financial institution in the West Coast. I finally got them stopped and a DO not honour any of their SIGNATURELESS Invoices which because I NEVER agreed to or had NO GOODS! are THEFT! I am writing as Coast Capital can only put a NO payment on for 3 months- and knowing Dell they will Steal AGAIN! Please use your power and put a end to these crooks!
I had much work to do and could not do any so I lost many good clients. I have lots of proof!
Gary of Berwyn PA (11/26/08)
I purchases a Dell Inspiron B130 in July 2006 timeframe. I paid extra money (approx. 140.00) to upgrade to Windows XP Professional from the base Windows XP operating system. When I received the B130 laptop there was no windows box or CD. Dell told me they did not include it and I would never need it because there is a restore feature. This is a misrepresentation because if the hard drive needs to be replaced I will need the CD. Is there an esisting class action suit I can join for this fraud perpetuated upon me by DELL?
The retail cost of windows XP Professional should I need to purchase it, approx $140.00 to $160.00.
Jackie of Kunkletown PA (11/24/08)
I had ordered a Dell computer October 1, 2008. I had received numerous emails that the computer delivery date was delayed (four times). October 17, I received another such email, October 18th, I received an email stating my order was cancelled, due to non-response. I had kept calling. I asked for my money back and I was told it would be credited in 24-48 hrs.
I figured that would be 11/19, on 11/19 I called and they said 3-5 business days, it is now 11/24 and I've called them numerous times and still no refund. Each time I speak with a non-English speaking person I am awarded nothing but argumentative action. I filled out a survey stating so. I will never buy a Dell again. And I have been a Dell customer since 2000.
Brian of Shrewsbury NJ (11/24/08)
I purchased 2 televisions from Dell off the Net it states you have 21 Days to return any item after about 17 Days I decided to return that and sent email to their returns department. I received an email back stating the 21days starts on the invoice date. Well this date is not stated anywhere on my order nor is it on the invoice I sighned from the shipper which deliver the item about 10 days after this INVOICE DATE.
I am unable to return sets and am responsible to pay for them. These sets are unagle to get ESPN HD due to the facts that they use 1080p broadcast mode. The main reason I purchased the TVs is for sports. The funnt thing is I continually advised them I was going to purchase a more expensive model to get the reception I wanted.
Lowell of Middleville MI (11/23/08)
I subcontract my computer work with a local source, even though I have bought my laptop from Dell, which was purchased in March 08. In early September 08, I had ordered a new mother board. It was scheduled to arrive around the 15th of September. Since then I keep getting the same message, sorry for your inconvenience, but your new ship date is..... and they would push the date out a week. This has gone on every week since the 1st of October.
When I called them last week, the day I recieved another notice, they again apologized and while on the phone moved it out yet another week. As a consultant to various companies, working with their IT departments, I typically recommend both hardware and software to my clients. I explain this to Dell that unless they resolve this gross disregard to fill my order, that I will no longer recommend Dell. I also mentioned that this is my Main computer for my business and need to get it back to fully operate.
I have asked to speak to someone further up and got an email from someone stating they were a supervisor, but when I returned his email, I just got a standard response and another pushed out date. My last correspondance was that I go above the manager to and executive within the corporation, and that email has been un answered for a week now, even with repeated reminders
The bottom line, I can not fully operate my business without this computer. It has my main financial software since the companies inception, and with year end coming around the corner, I am very concerned. I have had to handle invoicing, Purchase orders and customer relations all off line, which concerns me that something might get missed when I finally get my computer back and have to manually load all of the data since the end of August.
Ellen of Roopville GA (11/23/08)
I purchaced a Dell computer in Feb 2005 and gave a little less than $2000.00 for it.I cannot find the origional purchace paperwork.I called to get the payoff price and they are saying that I owe them $2618.52 on payoff.I am getting charged $55.47 finance charge a month plus $39.00 late fee which I haven't paid a payment for 2 months because I have been trying to resolve the payoff balance which is far more than I origionally purchaced the computer for.
The total payments was supposed to be for 24mts at $79.00 per mth and we added the credit protection plan for $21.52 which the customer service person said was recently taken off because of non payment and payments are now back to $79.00.I have tried to talk to thease people to give me a reasonable payoff price but keep getting the run around and cannot talk to anyone except the financial department and I get the same story everytime.I think that I shouldn't even owe dell anything after paying them since Feb.2005.
Sheri of Concord CA (11/22/08)
I have had nothing but problems with my Dell Notebook for almost a year. I have been without my computer as much as I have been with it. They have deemed the problem unfixable and offered me a refurbished computer without any warranty that is worth 1/3 of what I paid for mine and has less then 1/2 the amenities and functionality I was sold on originally. Initially I declined. But I am unable to operate my seasonal business of selling my photography that I only sell during Holiday seasons.
I can not even prep my photos taken over this last year to get them ready to sell nor offer them without my computer. So I called back to accept the replacement that I am not happy with and now I am getting the run around. I need help. Even if I get the replacement it is too late and has cost me more then what I paid initially in time, frustration and operation of my hobby business. I need help getting my money back for the difference in what they are replacing with and what I paid. Initially, I sunk almost $4500 into my initial order to get an refurbished computer that sales new for $1200.
STRESS STRESS STRESS. Entire weekends with hours and hours on end on the phone. Loss of my computer for my hobby business and leisure time. IF they replace my computer, loss of about $3000 just in material differences AT LEAST, considering they are replacing with a refurbished computer that may or may not need a warranty without one, most likely I am loosing even more materially.
Josh of Los Angeles CA (11/21/08)
I ordered a laptop from Dell on 11/1, which originally was to ship 11/10. The order has now been delayed four separate times, with my current delivery date estimated around 12/1. I called their customer service for an explanation on two separate occasions, and they were unable to give me any information on why the computer was continually being delayed. Their sales customer service is absolutely useless; they have no information about anything and they are completely unwilling to offer any concessions to placate customers such as myself whom they have been continually and intentionally misleading.
In fact, when I suggested that Dell should offer a shipping upgrade in return for lying to me about when my laptop would ship, the woman suggested that I should just be happy because I was getting a good deal. Dell has no respect for its customers or for proper business practices, and I will never purchase anything from them again in the future.
Gen of Brooklyn NY (11/20/08)
I have been trying for the last 2 months to get someone from Dell to confirm that they recieved the adapter I returned and that I would be refunded the amount I paid. The adapter does not work in my Dell computer even though I purchased it directly from Dell for my specific computer. In addition, it does not charge my battery. I have never been more frustrated with a customer service department. No one would answer any in October I tried calling at least 15 TIMES and could not get through to anyone who could assist me.
Today, I tried again. I spoke to no less than 4 agents who kept telling me they could not assist me and transferred my call. I finally spoke with the fifth agent who explained that I have to seek approval from Dell before I returned the adapter. This I did not know before I returned the product, of course. When I asked why the product was not returned to me if Dell was refusing it and requested that I be tranferred to a manager he informed me that no manager was there and that I would AGAIN have to call back. As I was explaining my frustration to the agent he proceeded to hang up on me. No-one even bothered to confirm that the adapter was indeed returned.
I will never purchase another Dell computer. Since purchasing my first Dell three years ago, I have had to purchase several adapters and have had to replace the battery at least once. What I was expecting from a company of Dell's size is definitely not the service or product I recieved. I still have no adapter to charge my battery and the screen just went black this week.
Dell has been billing me for this adapter and has threatended to send my account to a collection agency. I am now out the cost of the adpater plus the interest rate (and the late fee because I stupidly thought Dell would automatically refund the amount back to me like any other company would) - around $100.
Jim of Bedford NH (11/20/08)
I purchased 5 1TB External Hard Drives from Dell on 11/08 for $175 a pice, and went back on 11/18 to make another purchase only to find out the exact hard drives I bought were now $160 a piece. I thought this would be no big deal as what company doesn't price match their own products within 30 days? Well I was wrong.
I called twice and was connected to 2 women I could not understand cause their english was terrible. They both told me they refused to refund the $75 dollars, and hung up on me when I asked to speak to a supervisor. I have bought 2 computers and spent over 5 grand with Dell since 2002, and Because of the principal of them refusing to pricematch $75, they will lose my business forever. Avoid this company as their customer service is the worst I've experienced.
Sue of Walled Lake MI (11/19/08)
I bought my grandson a Dell laptop online from Dell, Inc. for college. It cost almost $2000. After 3 months, the computer died. Called customer support at Dell- talked to many,many people with thick accents (hard to understand.) Dell sent a service repair guy to house - he couldn't fix it. Dell supplied a box to have it shipped to repair center in Houston. After two weeks or so, and many inquiries, we were told that there was a liquid spill and the motherboard would have to be replaced at our cost. My grandson was VERY carefull with the computer, never let anyone use it but him, and swears that he did not spill anything on it.
I tried to reason with Dell through many, many phone calls and they stubbornly refused to listen to me and kept saying there was a liquid spill and I had to pay for it. I told them to contact the service repair man who came to the house because he never said there was a spill. They said they didn't have to because their repair center said there was a spill. I wrote the president of Dell and once again, was contacted by a person with a thick accent who said he would look into it. After 5 days, he called to say There was a liquid spill and it's not covered under the warranty.
I am so sick of them, I could vomit. This is an almost new computer and we did nothing wrong to that computer. they will not accept any responsibility. I have ordered 3 computers online from them. I am a good customer and pay for them promptly. I do not understand their attitude.
With my grandson in college, he does not have the $300+ to pay for the repair of this new computer. I don't have the money. It's like we threw $2000 out the window.
Josepha of Milford CT (11/19/08)
I am being dunned by them for a purchase I never received. When you call their Texas number, you are connected to India and someone who does not speak clear English. I have sent a letter to the Dell Corporation, but received a call-back only from India. Dell does not seem to understand that not allowing customers to reach his corporation directly is one reason his sales are dropping. I plan to keep trying to get through to them IN TEXAS.
The order that I did not receive was never cancelled and no reason was given. Instead, the order, which was under $95, was turned over to a collection agency! This is NOT the way to keep customers.
Joseph of Los Angeles CA (11/18/08)
DELL sold and shipped me an Inspiron laptop over two years ago - one that I still cannot use. DELL failed to tell me that their new version of Microsoft, i.e. Microsoft's Media Center XP, was in its initial stages, filled with flaws, complaints, holes. Soon discovering this for myself - any and everytime I attempted to add security software - the computer blanked-out on me, making it un-usable. What also made the DELL Inspiron Notebook un-useable: Each and every time Microsoft did an automatic update, the computer reverted to its blankness (having restored time and again via System Restore utility feature). Leaving me with a glorified typewriter, at best.
To further antagonize the situation there have been hundreds of calls, emails, tech support conversations that have left me literally speechless out of frustration and disbelief. Throw in the callousness of DELL CUSTOMER CARE agent Jerry, and a nincompoop at DELL FINANCIAL SERVICES named Jessica (who wouldn't provide her last name - refused). -and we're talking over two years of complete lunacy. They've promised updates, fixes, relief, everything involving the spoken word - while not accepting the laptop back nor crediting my account the fifteen hundred dollars. It's the worst (and historically only) issue I've ever had with a big company, and it defies common sense, rationale.
DELL doesn't even PRETEND to care. If you don't like it - fine - they'll just turn you over to their own in-house collection agency - and/or the many 3rd party collection agencies they use to harass similar customers and complaints. Microsofts' Media Center XP is a wash, everyone knows it, everyone's complained about it - DELL's attitude (and apparent corporate philosophy) is, Hey, We Just Sell 'Em!
Can't use the product - they won't accept the product back/and-or offer any reasonable accomodation. Two years of migraines, collection agencies, a complete DELL nightmare.
Deanna of Cumming GA (11/18/08)
I purchased a lap top from Dell 9 months ago for the ability to burn DVD's I have burned approximately 3-4 DVD's and the lap top's burner is defective. I spent over an hour with Dell's Technical Support to discover the problem and was informed that the computer is still under Warranty and a replacement part would be sent to me. I went out of town before the part arrived! I received an email telling me that I must return the broken part within 15 days and if I am unable to do this I need to call customer service and ask for an extension!
I called customer service was on the phone for over an hour, and spoke to 4 different people! The last person informed me he needed to transfer me to a 5th person when I said No I was informed that I would be required to pay for the part if I did not mail the part back within 15 days and I needed to speak to yet another person to do this. I told the gentleman No, I had already told 4 different people that the part would be returned to Del, but after the 15 day's and to have a nice day and hung up.
I was informed that Dell would seek monetary compensation because the part will not be back to Dell within 15 days. They have made it impossible to get an extension, even though their email says I to request one. I will not be paying for a warranty part, Dell can have the broken part but will receive it after the 15 days! I have done my part to inform them! I have also informed them they have lost a customer! I do not know the monetary damage yet but was informed I would be billed.
Nina of Louisville KY (11/18/08)
Sold a faulty COmputer. Will not replace. They havr records of problem starting back as early as 3 months after it was purchased.
Computer has crashed 7 times resulting in loss of downloads necessary for school that were purchased x7 times. music that has been purchased 7 x's Papers/school material resulting in loss of grade, when computer crashed
Raymond of Jewell IA (11/16/08)
Put in a online order for a lap top dell told me I already had an account with them. I told them no I didn't I had just graduated from high school and was going to college. This was the first time I had bought anything. They told me a woman had an acount with my social security number and that they could not give me any more information. They won't give me the fraud dept. address, won't let me talk to anyone about the situation. I just keep getting tansferred from one dept to another and hear the same thing I'll transfer you we can't help you.
How can they give a person an account with another persons ss number. It is a woman who lives in Texas and I live in Iowa. I can't get anything on credit because of the freeze on my credit and I have never bought anything on credit.
Karen of Fort Jones CA (11/15/08)
I had bought two computer systems, then ordered two additional internal harddrives for those systems. They dod state that they have a return policy limit of 21 days. They sent me two incorrect harddrives (they were not compatible with the systems). I did not even discover this as I did ot try to install them for almost a year later. The reason for this was that I had shortly after having received them, I discovered a recurrence of breast cancer with much surgery and treatment required, then had neck surgery, then had a back that went out (making it difficult to get on the floor) and then my daughter died.
Despite my explanation of all of this, Dell refuses to refund the money for the two incompatible harddrives. I have talked with supervisors who say they have no exceptions to the rule - and they refuse to give any inormation as to how I might contact the corporate offices for the team of Michael Dell. While I understand the rule, I feel that since I have ordered so much from them (including extended warranties) and because of the extraordinary circumstances, they should (to keep good customer relationships) make an exception to their rule.
The cost of the two hard drives came to only $300.00, but given that I am on an extremely limited income, $1500.00 per month, that for me is a huge amount of money.
Michael of Birmingham AL (11/14/08)
When I experienced a massive failure on my Dell Inspiron 1520 in April of this year, Dell was so slow to respond to my request for warranty service that I had no choice but to purchase a replacement computer and reconstruct lost data. This cost me hundreds of dollars and hours of wasted time. Weeks went by before Dell showed any concern at all to help me and, again, my computer was still under warranty. Dell does not recognize that many of its customers have limited computer experience and are uncomfortable trying to resolve an issue over the telephone with someone on the other side of the planet whose accent is difficult to understand. Neither does Dell offer local authorized warranty service centers. Their solution is to package the computer in a box and ship it off somewhere. This is unacceptable for people who rely on their computers on a daily basis.
On several occasions, automatically downloaded Windows Vista updates have rendered my Inspiron computer inoperable, and I needed the assistance of a computer whiz to straighten out the problem. This has never occurred even once with the inexpensive Toshiba computer that I purchased as a replacement. Months ago Microsoft issued an SP-1 Vista update to resolve Vista-related problems. Dells support page advised that three other Microsoft updates were required prior to downloading SP-1. Following Dells directions, I went to Windows Update and downloaded two of the three required updates without any problems.
However, when I attempted to download the third required update, a message from Microsoft stated that the update in question did not apply to my computer contrary to Dells support page and wouldnt allow it to be downloaded. As a result, my Inspiron 1520 cannot be updated to Vistas SP-1 update. It comes as no surprise that I experienced no difficulty at all updating the Toshiba replacement to SP-1.
I now have a worthless, unreliable Dell computer that reboots unexpectedly and loses data, cannot be updated to current Windows Vista standards, and has cost me countless hours of wasted time and hundreds of dollars. Dell has offered technical support, finally, after almost six months, but reminds me that the computer is now out of warranty. Of course its now out of warranty! Dell waited six months to address the issue!
Tan of Kl OTHER (11/14/08)
I own two Dell's laptop; one purchased once upon a time and still alive and kicking, and another one purchased 2 years ago which had given me a headache on arrival. The laptop simply refused to boot up, and after successful booting up, it refused to shut down. Okay, I called the Dell's support and the chap over there informed me that he would send someone over to repair my laptop. I told the chap off and that I didn't expect this kind of service from Dell and I got quite a good experience with my old Dell's laptop. After a long negotiation he finally agreed to send a new replacement unit for me.
Then, finally after 2 years, another problem emerged recently. The bezel surrounding my LCD suddently cracked and bulged with some plastic pieces falling out (when I tried to close it as usual); now, the LCD can no longer be closed. Since I had signed up for the 3-year warranty programme, I comfortably called up the service department and see what can they do. It ended up with a disappointment as the service chap told me that this problem falls under the category of wear and tear and is not covered under the warranty. I was told to read through the conditions of the warranty when arguing out my case.
According to the chap, the warranty only covers the functional hardware of the laptop, i.e. only the parts that will affect the functions of the laptop such as faulty LCD, is covered. I asked the chap since now the LCD of my laptop can no longer be closed can this be considered as a functional problem and that I don't know if Dell's has designed a laptop with a LCD that cannot be closed as a functional laptop.
I was really frustrated with the service and the lousy excuse that the problem is considered as wear-and-tear. I would not have gone for the 3-year extended warranty should I been made known that the plactic parts of a Dell's laptop cannot last any longer than 3-years and in the very likely even that the pastic parts crack by itself, it is not covered under the warranty. Why on earth I should opt for 3-year extended warranty whilst the plastic part of the laptop cannot last any longer than 3 years under ordinary usage (off working hour use only)? I really cannot figure this out. This laptop is my second from Dell and I don't see why I should get the 3rd one from this company anymore.
Ray of Philadelphia PA (11/13/08)
Dell Dollars are NOT US Dollars, yet. After making a purchase with Dell Dollar coupon I could not correct an ordering mistake without losing the entire value of the coupon. The coupon was provided as an incentive for purchasing a new computer. When asking to talk to an English speaking manager, they required a $5 fee to be paid.
Mike of St Paul MN (11/13/08)
I ordered a Dell Studio laptop through the Dell Outlet in August. At the time, I was serving with the US Army in Iraq. About 6 weeks after the laptop had supposedly shipped, I returned home to the US, without a laptop. Several emails to Dell only got the response Shipments to APO addresses take 45-60 days. This was surprising, considering that the average shipping time from EVERY OTHER COMPANY I ordered from was around 8-10 days.
At the 60 day mark, my coworkers that were still in Iraq informed me that the laptop still had not arrived, and I contacted Dell again. The first person I dealt with via email told me the following: Thank you for your patience. I am in touch with the logistics team. The person concerned is out of office and will be back by 10-30-08. I have sent him a reminder today to respond on priority basis. I request your patience while I am working on your issue. I never heard back from him. I then filed a submission of a Missing Item and received a response back that a replacement order would be shipped.
After a week, nothing had updated online under my dell account, so I contacted them via phone. I was told that it would take up to 16 days to get a replacement shipped. Less than a week later, I received a Dell laptop. According to the newly updated account online, this was a more expensive laptop than the one I had ordered. Unfortunately, it's specifications were less than what I had purchased. I had purchased a laptop with a blue-ray drive, and received one with only a DVD-RW drive. Also, and even more frustrating, my account shows that my warranty period started 3 MONTHS ago. I am 3 months into my warranty on a laptop by the time I receive it?
I found out after I submitted my order that several other military personnel had problems with Dell shipments. If I would have known in advance that my laptop was not likely to arive in a timely manner, I never would have made the order in the first place. I was out over $1500 for over 2 months with nothing to show for it. I purchased that particular laptop primarily for it's blue-ray drive (about a $300 option) and received one without. I also lost 3 months of warranty time and went without a functional laptop for almost 3 months.
Gweneth of Poughkeepsie NY (11/12/08)
I purchase a p.c.(dimension 3000) back in February of 2006 during a $350 promotion. At the time of ordering i am quite sure i requested that my p.c. has cd/dvd burning capabilities, along with other software which amounted to another $350. I received my order and upon trying to copy cd i could not. I called the company's customer service who apologized but insisted that i did not order the cd/dvd burner, adding that it would have cost me more if i did. I remained adamant that i did and the agent told me, again that he was sorry, and that as a concession the company would give me a $50.00 coupon towards the purchase of an external burner, if i made the purchase from them.
I did locate one which would not cost me too much if i could apply the discount. However i was never able to apply the discount to the purchase. I tried various way of doing so and ultimately called back customer service. I was given the run-a-round, basically telling me that i have to make the purchase and put the reference # from the discount on the order. It never happened and after several calls to try and rectify the matter i gave up. I still love the company and the product but i still feel like i was cheated out of my software.
Basically inconvenience as i have to ask others to copy things for me if i so desire.
Janet of Margate FL (11/12/08)
I bought three Dell Inspiron 1525 computers less than six months ago and now I have learned that the fax modems that came with the laptops cannot be used if you have Windows Vista Premium os. No where on Dell's website when I was ordering the laptops did it state the fax modem function that came pre-installed for an extra charge could NOT be used with Vista Premium OS!
Now I'll have to pay $149 for each laptop to upgrade to Vista Ultimate if I want to use the fax modem. Why would Dell sell a fax modem laptop with Vista Premium os if they knew it does not work together? At least why did they not let me know?
Alice of Trussville AL (11/11/08)
I ordered a Dell Computer October 14. My order was delayed twice then canceled. I received an email stating it was canceled on Nov 11. I am told it was not filled because I did something wrong when placing the order. If I did , why did I receive an order confirmation, or why was a phone call not placed to me? I called and was treated rudely by several representatives. I am a repeat customer and was on hold or transferred incorrectly for over an hour. The last person was the worst, the person I was transferred to in Customer Service.
When I asked for a manager in Customer Service she told me that there was no one available to speak with. I was not given a name at my request in which to voice my concerns. The background noise was ridiculous in sales. I was transferred several times to financial services where I did not need to be, and the impersonal way you deal with repeat customers assures me I will be finding a new dealer for my next PC's.
I feel terrible about continuing business with people who do not value my business. One of the last persons told me it did not matter if I reordered or went to Best Buy and bought a computer, it was up to me. I have been jerked around so badly that it would have been reasonable to receive a discount for my delays and trouble, or at least a name and address of someone to which I could voice my concerns. Please let me know who I might speak with over this slap-in-the-face experience.
Sarah of Dallas GA (11/11/08)
I did not get an e-mail confirmation from Dell after ordering my computer. I called this morning to have it e-mailed to me. While reviewing the order confirmation I noticed the amount charged was different from the amount I was told while placing my order. I started to question why that was the case and was not giving an answer instead I was transfered to 10 different people. I was transfered to departments that could not even help me. I asked to speak to the Sales department and was not connected through to a live human.
I find it interesting that when placing an order Dell can having someone talk to you within seconds. However, when you have a problem no one can help you. I've been on the phone for over an hour trying to get an explaination as to why I'm charged a different amount. I still don't have an answer. I had to hang up since I was getting so upset. IN TEARS and needed to walk away. This is insane that a company will make their customers feel this way.
The sad thing is that I really like DELL computers. However the Poor customer service will probably prevent me from ever buying a Dell Computer again regardless of the sales price.
James of West Suffield CT (11/11/08)
I have been a loyal Dell customer since 2002. To date my desktop has crashed and hardly works and my first laptop's screen went black after just 3 years. After my first laptop went out I purchased a new Studio 15 this past August. I was off to a rocky start getting going with it. I attributed much of that to Vista and swore I would be patient. Just as I was working through the learning curve/glitches patiently my laptop, along with my whole travel bag was stolen out of my car. I figured I would contact Dell to see if I can transer my service plan over to a new computer or get reimbursed for it. After all, I purchased it through 2010 and only got 2 months out of it before my computer was stolen.
I was told by a customer service agent that my service plan is non-transferable and non-refundable. I have since asked to be transferred to a manager. I am currently on hold for 1 hour and counting, waiting for a Dell customer service manager. I called previously and spent over an hour getting transferred back & forth between departments and was hung up on 3 times.
I am a business owner and have very little free time. Spending over 2 hours on a matter that should take 10-15 minutes is not what I expected as a loyal customer. There has been no offer to assist me in my troubles and I doubt that anyone has the desire or ability to do so. As I reflect on my buying experience, I have to say that Dell spends way more time on training their sales team than they do with their customer service or tech support teams. This has been the worst customer service experience of my life!
Dell is making the situation worse instead of better. I have lost approximately $200 on the purchase of this service plan. In addition, I have wasted precious time trying to get answers to no avail. This will continue to have an impact on me since not only do I not have a working computer but I have lost time and money I will never recover.
Kami of Greenwood CA (11/11/08)
Bait & Switch tactics. I saw an XBOX 360 system for a good price. I called customer service and was ASSURED that the item was in stock and would arrive at my home in 3-5 days. The next day after I placed the order I received an e-mail stating it would be delayed by 3 weeks! I immediately called to cancel the order but got some tape-recorded voicemail and couldn't reach a live person. Then I e-mailed Dell and they are ignoring my e-mails to cancel.
Luckily, I paid by Visa and can have Visa revoke the charge. However, this is a great big hassle and time-wasting inconvenience. I feel Dell deliberately LIES to their customers just so they can get the order. This was the first time I ever bought anything from Dell and it will definitely be the LAST. I am going to tell every friend and relative I know about this classic bait & switch game & tell them not to buy from Dell either.
Time-wasting inconvenience.
Catina of White House TN (11/08/08)
I used my bank debit card to purchase a dell laptop. I was told my computer would be ready in a couple weeks, The weeks turned into over a mont. I called and called and still no lap top I called to cancle the laptop and put in a cancelation of payment. I waited for my money to be credited back into my account.The rep I talked to said it was put in to have it credited to my bank account.This was a month ago and after many calls to dell from myself and my bank saying it hasn't been credited back yet.
I have been thru hell with these people and still no money back and they don't seem to care at all. Over 800.00 of my money they have and haven't returned as of yet. It has been 2 months since I ordered my laptop and as many times as I have called and tried to get my money I am still fighting for my money.
I am a single mother and worked hard to save this money to get a laptop for myself and 11 year old son to use for homework purposes and entertainment. I am not a rich person and this has put me in a bad financial and stressful situation. I would never have thought I would have to go through what I have gone through and still haven't recieved my money back.
I have even called Dell on a 3 way call with them and my bank. My bank exsplained they didn't credit back my money after I cancled my order and they still want work with me to get this big problem resolved.
Patricia of Denton TX (11/07/08)
I JUST NEED TO RETURN A PRODUCT -- I've spent close to $3000 with Dell in 60 days. I need to return a $60 product. I can't get anyone that understands English. I've bought my last Dell product.
Isaac of Rio De Janeiro OTHER (11/06/08)
I bought a Dell Inspiron 9400 computer in Ireland specifically by the reason of the world wide support offered by Dell. Now, Im living in Brazil and my laptop had some problems in the graphic card and when I try to contact Dell to replace the dammaged part, the customer services dept just say that since this computer was not bought in Brazil they cannot fix it.
Im having difficulties to find the replacement for the graphic card in Brazil. And even in the US this card is very expensive to ship it. Im very disappointed with the fake propaganda of the Dell World Wide Support.
Many unread emails for several weeks due to the problem in the graphic card and many and some project for my job could not be done by the same reason.
Karol of Fairfield CA (11/05/08)
Person used my Dell account to purchase 3 to 4 Dell laptops. I cant get ahold of anybody to clear this mess
MY ACCOUNT IDENTATY WAS STOLEN
Lisa of Saco ME (11/05/08)
I ordered 2 dell computers on 09/07/2008 and was given an estimated ship date of 09/29/08. On 09/29/08 I was sent an email that my order was delayed and new estimated ship date was now 10-27-08, I replied that this delay was OK but still wanted to be notified of any future delays. (I never dreamed it would be delayed any further)
On 10-27-08 I had not received any notification from Dell so I logged on only to find out they had a new estimated ship date of 11-3-08 again on 11-03-08 I had not received any email from Dell so I logged on and once again I was shocked to see they had a new revised estimated ship date of 11/24/08.
On 11/05/08 I contacted Dell to ask about a reason for delay and that I had not been notified of the past 2 delays, I was told that they were sorry for the delay but could offer any answers. All I want is my computers but was told they don't expect any more delays but can't guarantee that there won't be any. Isn't Dell require by law to notify me of all delays?
delays in order without consumer notification
S of Woodford Green OTHER (11/05/08)
It was relatively easy to order my new dell computer, but their delivery service leaves much to be desired, there was a garbled message left on my that was unclear, so I used my initiative as they didnt leave a number and found one eventually, called the number re-arranged the deliver for a week day, was told it would be a 5 hour delivery slot, I got someone to come round and wait for the computer to arrive, nothing came, now I am going to cancel it and take my business elsewhere.
Michael of Tavernier FL (11/04/08)
In mid Aug.08 I ordered a laptop for my daughter. I was told it would take up to 6 weeks. On the date delivery was to take place (6 weeks) I was notified the order was cancelled due to Dept.Of Consumer Affairs rule. I called back on that day. After a long call because I had to give all info. again, at times on hold, I asked if because of the first order being cancelled by DELL because they didnt have a color that I requested, if they would prioritize my order. I was told more than likely it would happen, however it could take up til 3 weeks.
I received email confirmation that gave a delivery date of Nov.3. I called about the priority and of course after going thru nemerous different people, put on hold, and talking to someone in INDIA, I was told Nov 3rd was the date. On Nov.3rd I checked on status to find order was cancelled AGAIN. After another long phone call, I'm told there was no reason given for cancellation.
I sent emails of my disappointment. I get a standard reply of apology with the tel.number to REORDER. Id sooner shoot myself. I call my daughter.She then goes to BEST BUY and finds the DELL laptop for less money and more gigs. Fortunatly she called me first before buying. I instructed her to shop for a different name OTHER THAN DELL.
Nelly of Washington Dc DC (11/03/08)
I bought a $1700 Dell laptop with all the latest gadgets. The next day after I received the unit, it crashed 2 times. I called and I was issued another one, that also kept on crashing. Because I was going on vacation out of the country, I did not call tech support for 3 months. Back to the states, I called many times and each time, I was walked through some procedures to have the problem fixed. But still the laptop kept on crashing. They had my system restored twice, and of course the problem persisted. I the kept on calling insisting to have another unit and I kept being sent to techs who would not think I needed a new system but yet could not fix the issue. This aggravated me so much that I ask to speak to managers but never was actually put in touch with one.
I have spent $2000 on this laptop and I am not enjoying it. For that price I should have gotten a Mac. This laptop crashes everyday and a $300 warranty bought cannot fix the problem nor have me issued another unit. This is the last time I am ever buying anything Dell. I NOW SPEND MY TIME GIVING DELL A BAD NAME AND I WILL NOT STOP DOING SO.
I HAVE LOST COUNTLESS HOURS OF PHONE USAGE ARGUING WITH DELL REPS AND TECHNICIANS. I HAVE A LAPTOP THAT CRASHES AT WILL.
William of Nesconset NY (11/02/08)
troubleshooting instructions which over half the links did not even work. And after that they sent me the notification to pick up the product to be fixed to a different email address (my fathers whom the account is under). After weeks of having to deal with their distasteful customer service, I finally had sent the laptop and A/C adapter to their offices and after 2 weeks I receive it back without the A/C adapter which could just as well have been part of the problem.
Then after all this they said they could not send back to me the A/C adapter. And now that I tell them I want to return the laptop they will not even allow me to do it, instead they send me from customer service to technical support but never give me any answers and never help me with any of my problems (to date I have not been told what the original problem was).
I am very displeased with all this. My father refuses to pay for the laptop anymore because he does not want to pay for something he feels is useless. In final, my father receives two calls daily from Dell credit services in which he explains the entire scenario and does not receive any assistance to date.
We would like to return this laptop, which currently cannot be used without the A/C adapter, but Dell will not give me any credit back nor will they give me the A/C adapter. What can be done? Your assistance on this matter would be greatly appreciated. Thank you.
unable to use laptop for school or work purpouses.
Steven of Merritt Island FL (11/02/08)
I have a 24 inch $600 dollar monitor I purchased from Dell in 1/07 with a 3 year warranty. The stand stopped working today after I heard a click during an adjustment.
After at least 1 hour of customer service time on the phone, I was told that this fell under accidental warranty coverage. They offered nothing. That's the last Dell product I'll buy.
waste of money. terrible service
Franki of Coalinga CA (10/31/08)
A student in our program ordered a laptop on 9/23 on three separate occasions her order was cancelled with no explanation. I then became involved and learned financial services kept cancelling her order because the number she left did not have voice mail. They said they cleared this issue and her order was now ready to be handled 10/15. The gentleman we spoke with in financial services Derek said she would receive priority and receive her laptop in a week.
After a week and a half passed we tried to contact dered and when dialing his extention the line would disconnect and no one else from financial services could locate him from the notes or any other history. 10/27 with no computer still I called for a supervisor; we were put on hold for lengths of time and were told when he returned to the line that someone would be contacting us within 36 hours.
10/28 the student came back to my office and said she received an email her order had been cancelled agian. I tried to reach the supervisor we had spoken to the day before to no avail. Same thing when I dial the extention directly the line disconnects upon transferring. When I reached someone at customer service and gave both the case # from the day before and our order number. They could see that the order had been cancelled but could not see why.
This student went nearly a month without a computer. Because she believed one to be coming from Dell she did not go out and purchase elsewhere. The international student is now more timid and hesitant than before.
Soraida of Chicago IL (10/31/08)
i bought acomputer at walmart i had a quarteed for a year. i called dell lots of time they still dont want to fix. i talked to manger where are bought it theytold me i had t9o talked to dell. i did in mz=any occasion they still do not want to fix it can you help me.
the computer has a memory prolobem windows will not load up.
Michael of Hunt Valley MD (10/28/08)
I purchased a Dell B130 laptop in November 2006. The motherboard failed in 2007 and was replaced under warranty. Now, in year two, the motherboard has failed again. Dell wants $358 to repair a $499 laptop. I did the Dell shuffle for three- (3) days, appealing to their values Dell can build the right relationships which went no where. NEVER again will I specify nor procure Dell products, at home or in the office.
They won't stand behind their product and the customer service staff follow a script which cannot be deviated from. Maybe if I spoke with a heavy Indian accent I could have communicated my concerns better!
Judy of Manhattan Beach CA (10/28/08)
I needed a new laptop for demos and training, etc. I purchased the Dell XPS 2010 laptop in November 2007 because it had a large display and a removable keyboard. The computer has never worked properly. Each time I took it to a demo or training it would not boot up or it would have other issues related to the blue tooth design. I have called Dell numerous times. I talked with Customer Care. I talked with Customer support for hours. They could not fix the problems. They sent out parts, and that did not fix the problem. They sent out two technicians. The first one did not know how to fix the problems. The second technician was good. After he left, I did not have a need to use the computer for a couple of weeks (as the laptop was not my main computer).
I took it to yet another demo, and it would not boot up. It is 11 months old. I knew I had to get it returned within the year. Dell tells me I had to return it within 21 days--that would have been accpetable if it had been my main computer. I may have figured out how bad it was within 21 days. I also don't have hours and days to deal with the loop of people Dell puts you through. It is unbelievable. No one has any authority. Everyone is sorry. They just keep passing you around. I do not return things as a rule, but this computer is a big lemon. I spent over $2500 to say nothing about another $500 for my own technician to try to fix it and countless hours with Dell on the phone (billable time).
I am out of pocket for the cost of the computer $2,556.79, plus $550 for technical support, plus hours of time with Dell customer care and technical support who could not resolve anything.
Keith of Virginia Beach VA (10/27/08)
I am a student who ordered a laptop from Dell. They overcharged me by adding a part that i did not order and had no use for. The computer was also defective in numerous ways from the start.
After negotiating a return and credit to have the part removed and the computer worked on, I now call Dell about the matter who literally said so sorry, we sent you an email saying that we needed your computer returned within 48 hours or we would cancel your authorization, but we sent it to the wrong email address (though they had my correct one on file from the back and forth emails), but you should have gotten back to us anyway and this is your fault so we won't resolve this.
They told me that i would not be getting any refund and then the person i was talking with said he would not argue with me anymore and hung up on me.
I am now a poor student stuck making payments on a computer that was both defective to begin with, and was shipped to me with parts that I specifically did not include after they (intentionally, i believe) screwed me into waiting past a deadline that they never communicated to me.
Rebecca of Roslindale MA (10/26/08)
I purchased a Dell Dimension 9200 in December 2006. I did not set it up until January 2007. Almost immediately, the hard drive failed. Dell replaced it. Within the month, the 2nd hard drive failed. Dell replaced it. Keep in mind I am a small business owner. With every hard drive replacement, I had to reload all my docs and applications. I spent days loading and reloading applications, docs and adjusting settings. The 2nd hard drive failed. By this time, I had a Dell 'advocate' who wanted to resolve my issues.
So, the drive was replaced the 3rd time. I told him repeatedly, I had a lemon of a PC and asked for my money back. He refused. He said he 'was sure' that it was due to hardware conflicts. I had only a Brother printer on my PC. This 3rd hard drive lasted until this past week, 1 little over a year, before it too died.
I just paid $400 to have the PC repaired. I have spent hours on the phone with Dell. Because it was not under extended warranty, I get nothing, but have now paid over $2000 and untold time on this lemon. I have had at least 6 Dells over the years; but this is the last one I will every purchase due to poor customer service and inability to take responsibility for bad products.
Lisa of Nutley NJ (10/26/08)
Purchased Inspiron 1525 Intel Pentium Dual Core T2390 For $725.00.. received it on Aug. 3rd 2008. Had the computer for less then 3 months and now the computer does not work, will not turn on...called Dell customer Service and after several attempts within a few days I finally did get someone, they told me that I had to take the computer apart too see what was wrong with it, I told I will not do such a thing,
my pc is not working and I have a 1 year warranty and they told me that they need to have someone call me back and they never did, I am in limbo and my computer does not work, and they are not standing behind there warranty I am stuck and out over $700.00 all I want is them to fix it im not asking for anything else!
Kevin of Parma OH (10/26/08)
I purchased an AC Adapter for my daughters computer. I used the Dell website and found what I wanted online. I decided to also contact one of their representatives to verify that this was the correct AC Adapter for her computer. The representative I spoke to informed me that is would work with the computer, and she then placed the order for me. I used the Dell Dollars coupon that we received for purchasing the computer. When the AC adapter arrived, we tried it out with our daughters computer... only to find that it was indeed the wrong item.
I have since made several calls to Dell Customer service and was informed by each one that the $75.00 Dell coupon could not be re-issued, that it was for a one time use only. I explained that it was a Dell representative that told me I was ordering the right item in the first place, and wanted the full amount reissued in order to order the correct item.
The representatives all apologized for the trouble, but restated that the coupon could not be reissued. On two of the calls I asked to speak to a manager, at which point I found that I was disconnected! I will never, ever puchase another Dell item as long as I live.
Nathan of Louisville KY (10/25/08)
I called customer support 10/25/08 regarding an issue I am having with my display adapter. My system was shipped 12/11/2006 with a 2 year warranty. Rose informed me that my warranty expired 8/4/08 as that was the original ORDER date of my computer. When I asked to speak with her supervisor she told me I would hear the same thing from them. I asked several times to speak with a manager and finally she put me on hold to see if someone was available. Surprisingly enough her manager, Rachel, was not available.
When I asked to hold for any manager she said if I wanted to speak with a manager I would need to call back. When I asked for another manager she refused and told me she is only allowed to transfer calls to her manager. When I asked for the name of her manager's supervisor she did not have that information. After repeated attempts to escilate the call she ended the call.
I will never by another computer from Dell. This was my sixth. I will not buy another computer from any manufactuer with overseas customer service. There is a $49 technical support fee to diagnose the issue. The cost to replace my video card would be in the neighborhood of $300.
Steve of Lima OH (10/25/08)
Called Dell Support Oct. 13-2008. My Dell computer monitor will not display. They ordered a replacement. It is now 12 days later and no monitor. I have a 4 year warranty on this system which is 11 months old. I have a case number and dispatch number.
I have made 7 or 8 calls. And all I get is one lie after another. I also got screwed out of a 200.00 rebate after trying for 8 weeks to get it. I just gave up. Dell is nothing more than lie after lie. Not being able to use my desk top. Then the amount of time on the phone.
Christi of Gilmer TX (10/24/08)
My computer was lost in the mail. I placed the originakl order on 9/27/08 and it is now 10/24/08 and still no computer. When I call to ask about it I am talked to in a very ugly tone and no one will let me speak to a supervisor. There are none available. One person hung up on me when I sais that was ok, I would hold. I should cancel the order but I really need the computer and I have already waited so long.
I have been without a computer for a month now, unable to pay my bills and I have been hung up on and treated poorly.
Carlisle of San Leandro CA (10/24/08)
I purchased a nokia N95 8GB from dell. I chatted with a representative before I made the purchase. I asked the CSR where the phone is made because it's not stated on the stats on line. The CSR said USA. 5 days after I received the phone and checked. It's made in Korea.
I chatted with a CSR again and asked the same question. Erickson,CSR, said it's made in Finland. I then told him that I recently made a purchase with dell and it's made in korea. he replied. it's okay even if it's made in korea. I then asked him where did he get the information that the phone was made in finland? he said with my colleagues I asked for the supervisor, he said that the MANAGER IS BUSY.
I called dell support and asked the same question and she said...SHE DOESN'T KNOW. I will never buy anything from DELL!
Abdullah of Newport News VA (10/24/08)
Customer Service sent a defective damaged notebook computer. The USB ports did not work until several three hour session on the phone. Customer service had me wait several times because they could not fix problem. One issue bad DVD drive speaker on notebook volume low cannot listen to movies need to have powered speakers attached to hear movie. Second issue printer was not able to print USB drive did not recognize hardware. Third issue dent on back of notebook computer.
Long hours on phone with customer service problem has not beed solved. Replaced DVD drive still not working. DVD drive doesn't see disk. Two Thousand dollar notebook worthless.
Lawrence of North Chelmsford MA (10/23/08)
I recently purchased a Dell Inspiron 530S. First issue was they sent me an email indicating a delay in shipment. I repleyed that I would give them an extra week and no more. Magically, the machine shipped the day after the original ship date. I set it up and had a problem getting to the internet. So, I called Dell support. The first thing they did was try to sell me a maintenance contract. Of course, the person I was talking to was from India and hard to understand.
The kicker is that the big deal about this $149 contract is that it would assure me that I'd get english speaking people to talk to me about problems. Now, here I am buying an American product, in America, But I have to pony up $149 to speak to an english speaking person.
After resolving my internet problem with help from Comcast, I found that my floppy drive didn't work. Sent an email to support which got me a canned email back, It essentially told me to check the floppy cable connections. So, I took the covers off, then had to pull the dvd to get to the floppy, and then found the problem. The signal cable was plugged into the floppy drive, but the power cable had never been connected. Why connect one, but not the other? Anyway, that is shoddy work!
With this and the lack of, what I call, reasonable support, I doubt that I'll ever buy any more Dell equipment.
Rachelle of Key West FL (10/23/08)
I purchased a Studio 1525 laptop at the end of July 08 the LCD screen exploded when item was turned off. Now Dell wants me to pay 400+ to replace it states item must have been dropped or hit. Item not under warranty. item was not dropped or hit by anything and in checking on other blogs mine is not the only one that is defective. Believe me if it was my fault then I would suck it up and shut up but I will leave complaints on any website blog etc that I can to warn any one not to waste their money. Now a computer that was purchased for less then 700 dollars is going to cost me more than a thousand dollars and with the customer service and [poor] product I should probly just toss it out or sell it for parts.
Now I have the burden of paying on an item that is worthless and a company who has no pride in their product. Dell definetly does not stand behind there products and does not care if a customer is satisfied or not. They should build there products with some pride and make sure they will work and charge accourdingly instead of selling cheap pieces of junk and putting the burden on customers to fix the junk they sell.
Jim of Kokomo IN (10/23/08)
I was in the proscess of buying a dell computer when i found this forum. Thank God i did. From what i have read, i would not buy one now, i instently called and canceled my order, but what was supprizing was that i got ahold of a real human that spokee good english but ill anything but a dell
Michael of Seattle WA (10/23/08)
We purchased several computers for a total exceeding $33K. We were invoiced and paid the entire balance by check in October. Dell's automated system indicates that the payment was received and credited to our account on 10/17/08. Our bank indicates the check cleared our account 10/20/08. Concurrently we are in the process of trying to close a funding transaction of approx. $16M. As part of the due diligence a routine UCC search turned up a lien filed by Dell in August when the order was placed.
We are trying to have Dell release the lien so we can close on this sixteen million dollar transaction in October. They refuse and insist on following their 21-day waiting period for the check to clear. The lien was filed without our knowledge or any forewarning.
The continuation of our software development and getting to market with our product may be substantially delayed. The economic damages in a lightning-speed market could be severe.
Damien of Knoxville TN (10/22/08)
Dell recommended a product for one of their machines and when it did not work, they would not exchange it for something that worked. They are very vague in helping and will not take ownership of an issue that they created.
$400 in a video card that is worthless coupled with $1800 in monitors that our company has to sit on.
Jordan of Rockford IL (10/21/08)
I first purchased a Microsoft XBox 360 Elite through the Dell website, for convenience and because I had good experiences with them, on August 11, 2008. I first experienced problems with my purchase within the first two weeks it was in my possession. My system was freezing, games were not playing, and my iPod wasn't working with the system as promised online. I called Dell to see what they could do to help me with the situation. What I recieved were repeated transfers between all the different types of customer service departments in a continuing vicious cycle repeatedly getting hung up on.
On my fourth attempt to call back, I asked to speak with a supervisor or manager. I was immediately discouraged from doing so, and transferred to numbers leading to full voicemails or incorrect extensions. After I spoke with 9 different customer service representatives I thought I had no recourse but to give up. I researched on the internet to see if any other consumers were having similar problems. I found that Dell has several lawsuits pending regarding their customer service and deceptive business practices. Not only that, but Microsoft has had several lawsuits about the XBox 360 failing.
I experienced similar problems with my purchase over the next 2 weeks and decided to try calling again. I recieved the exact same treatment. Finally today, I tried for my third and final evening with Dell Customer Service. I was told all of the same things except this time after being hung up on only four times I did finally get in touch with a manager. My relief was short lived as he got on the line, spoke to me like I was an idiot and told me that because I didn't call and try to send my system back by September 11, 2008 there was nothing they could do.
I informed him I've been trying to call for 2 months almost which would put me well under the warranty when I first contacted them. He said he would conference call me with the manager of the technical support department to assist in getting the issue resolved, when a tech support representative answered the customer service manager was nowhere to be found and the tech support representative promptly hung up on me.
Chris of Rochester NY (10/21/08)
I ordered a camera, the wrong one. I called customer service 30 seconds after placing the order and told them that I ordered the wronfg camera. They said to cancel the order. I said I need to change my order and they said cancel. I asked Can I do this without loosing my DELL Dollars (Coupon).Customer service told me to cancel the order and I would be able to keep my Dell Dollars. I cancelled the order and when I tried to use the coupon on another camera, they said I could not redeem it.
I have tried with no success to explain my situation and Dell told me I was S.O.L. I lost a $100.00 coupon and they refused to give me another.
Yvonne of Sarasota FL (10/20/08)
Sunday's newspaper insert Parade magazine 10/19/08 advertises the Dell Inspiron 1525 for $549 with free standard shipping. Not only does the e-value code not work but CS told me it was invalid. Then they tried to get me to pay the $25 shipping fee. This would have amounted to an extra $50 as I wanted to purchase 2 laptops.
Why advertise when you're merely gonna renege on the deal? Dell lost my sale and any future sales. I'd rather deal with a company that stands by their advertisments and Dell obviously is not that company any longer. Apparently, this isn't the first time they've done this as I've seen complaints on various sites.
Gary of Port Washington WI (10/19/08)
On 10 Oct 2008, I ordered a Studio 1535 laptop from Dell. Having found it locally two days later for a cheaper price, I called to cancel the order [since Dell stated that it could take up to 30 days for delivery. Point: Dell's return policy requires that customers return items within 3 weeks [down from 4 weeks as previously required] BUT the 3 week clock BEGINS AT THE MOMENT DELL RECEIVES THE ORDER, NOT FROM WHEN THE CUSTOMER SIGNS FOR IT AT THEIR DOOR. Therefore, it could easily take longer to deliver the item and negate the return period before the customer is allowed to return the item!
When I called to cancel the order, I was told that I must wait until delivery to arrive and then call to request an RMA number for a return. Once again, I am in jeopardy of missing the 3 week deadline! Luckily, the box arrived on the 16th of October. When I called Dell for the RMA number, I was informed that there would be a Restocking Fee of $135.00 [15% of the $900.80 purchase price]. Even though the box had NOT been opened or damaged the Return Specialist stated that the laptop could not then be resold as new. Be serious! We all know that they WILL resell it as new.
He said that it couldn't be resold as new because the computer had been personalize for me. WRONG! I ordered no additional software or optional equipment. And trust me; the cover wasn't ENGRAVED! Obviously, Dell is losing money and is trying feverishly to recoup any money possible. Clearly their lost revenue is due, in part, to their customer service. Please HELP!
Loss of time AND $135.00 even though no damage to package & package not even opened
Demetris of Apo Ae OTHER (10/18/08)
I ordered a laptop from Dell to be delivered to an APO address. The laptop was shipped of July 8th 2008. I called dell late July. They told me to call back in 4 to 6 weeks because it was an APO to give it time. I called back they told me to call back in 4 to 8 weeks. I called several times in between. The last time I call was Oct 13. They told me Dell has a 45 day period to report a missing or undeliverd item. There was nothing they could do. I could not get a refund or a replacement laptop.
They gave me a United Mail tracking number and told me to call and track my package I ask why do I have to call and track it . I am sure Dell insured the package when it was shipped. I was told sorry mammm there is nothing we could do. I said you are just goung to take my money and I dont have the product. Everyone said the exact same thing. The 45 day waite limit. I ask about the times i call before. I know they voice record every converstions
I wasted money on calling cards waiting on hold for a long period of time. I end up purchaing another laptop from a stateside store. I fill out investingaton reports with the military regarding the situation. The whole thing was stress ful trying to deal with it being in Iraq.
Dennis of Richardson TX (10/17/08)
Dell resloved my vertical line problem after I was denied service due to my laptop being outside the window of the extended warranty. I was approved for the vertical line problem repair in January of this year and received a DHL box for shipment, however I could not relinquish my machine until mid-September due to technical university research I was conducting at the time (thankfully now completed!).
Upon receipt of my tardily-sent machine, Dell's canned response was I was too late for the free fix, but $400.00 would get me a refurbished machine. I opted to have the machine sent back to me unrepaired (It was still usable - just a few lines...). I decided to turn over a few more stones at Dell and ultimately discovered the existence of a global problem escalation team, which ultimately did in fact honor the screen replacement program, along with replacing my NVIDIA graphics card (9300 with GO 6800). Now my laptop is almost good as new (they didn't replace the worn keyboard keys or buff out the scratches though).
Wonderful! My lappie works perfectly - I just installed 2 Gigs of Crucial RAM to replace the stock 1Gb. Too bad my old XPS-T500 desktop can't take DDR2... Bravo Dell - I had to dig a bit and not just give up, but you did come through in the end. Good communication and diplomacy do still occasionally work I suppose.
Kelly of Parlin NJ (10/17/08)
I purchased a Dell lap top back in DECember of 2008. IN april 2008 the AC charger was not working, I call Dell to have this AC charger replace. The rep. told me I was not under any warranty that I had to pay $80.23 which I did. Now in October this AC charge was doing the same thing not holding a charge. I then called Dell on 10/14/2008 and spoke to a Dell repersentive that informed me I was under warranty up until Jan of 2009. I then asked why was a charged back in april if I was under warranty.
I called dell on 10/16/2008 to get this issue resolved I was transfer disconnetted numberious time. to the point I gave up this took over 3 hours. All I wanted to do was speak to a manager. I then tried to call on 10/17/08 was place on hold again for over 30min and then hung up on. I called back again finaly I was put through to a Manager who now tells He will not be refunding me the money I was charged while being under warranty becouase I didn't call them within 21days. I explained to this gentleman that I would never have known I was under warranty only because I called this week to have the charge I already replaced replaced again.
with outdated devices and software, and was doing so no longer.
