Dell Reviews

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Atrocious Customer Service

The customer service required to file a claim/ repair with a non dell product is almost non existent. No dept/ phone line will have any expertise, and will ship you to the next team. I spent 2 hours reaching out and trying to be patient, and nothing. Non of the customer support have any idea how to escalate an issue for you. It's anti consumer compared to other companies. Worst experience ever dealing with customer support. I reached out to their social media team and nothing either

User's recommendation: Don't buy Non Dell products from them.

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1 comment
#1998432

Got a response from their Social media, and they just diverted me to the same number. No actual solutions are being recommended. Unless you are a business with an account manager, nothing will happen.

ID
#2483104 Review #2483104 is a subjective opinion of poster.
Location
Vallejo, California
New Reviewer
I purchased a Dell Inspiron 7506 2 n 1 laptop from Best Buy. I like it and it runs great. However, this complaint is about Dell's customer support. I like Dell's SupportAssist and thought I'd look into extending the service after the warranty ran out. I clicked on the...
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ID
#2479657 Review #2479657 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution
we needed a new pc and found the dell xps 8940 when we got it was very slow and we thought that was normal for a new pc but here we are 4 months later and its getting slower and slower they also lied about the graphic card and instead put in a much cheaper one to save...
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1 comment
#2037519

They better not! I will sue them if they try that with me!!

ID
#2472891 Review #2472891 is a subjective opinion of poster.
Location
Alliston, Ontario
In Aug 2019 I purchased a Dell XPS 3890 with 32GB RAM. I did so by talking to a Dell sales representative on the phone. In doing so, I conveyed that I will eventually upgrade the machine to 64GB RAM and that the machine needed to allow for this. What was delivered was...
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ID
#2463328 Review #2463328 is a subjective opinion of poster.
Location
Millington, Michigan

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New Reviewer
I called Dell to order a laptop. The first person I spoke with did not speak good english, and had great difficulty understanding that the laptop was for a Volunteer Fire Department. She asked me three times if it was for a business or personal. I hung up and dialed...
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1 comment
#2037520

That's s true of most companies and their robot answering service!!!

ID
#2462461 Review #2462461 is a subjective opinion of poster.
Preferred solution
Fix your damn telephone sales department!!!

TERRIBLE service

DO NOT WASTE YOUR TIME, BUY ELSEWHERE! Feb 20, 2021 I purchased a Dell computer online. Experience was great while your spending your money. 3 days later I received a phone call and email with many typos stating that there was something wrong with my order and I needed to resolve the issue. I emailed them back stating that I have no idea what the issue is. Later I received another phone call about it, and the person said they did not receive my email response, and that there was a problem with my address in the billing department and they need my information. Clearly I did not give it to the person as it seemed like a scam or security breach. I called Dell back, they assured me that it was not a security breach but also that no one had called me or emailed me from Dell. I asked to speak with a manager and she would not transfer me to them, so I asked to speak with the security department and she said they don't have one. She eventually said they have a fraud department, and after some unpleasant back and forth she transferred me to them so I could make a complaint. The person she referred me to said that the person doesn't exist and transferred me to another department. There the individual I spoke with said that it was not a scam, the person who called me indeed works there and everything was okay with my billing. So that was that, a terrible experience with terrible communication. My computer was supposed to arrive on or before March 18, 2021. Today, March 15, 2021, I still had not received a shipping confirmation. I went in to check my order status, and it hasn't even entered production yet. The new shipping date was now end of April!!!!!!!!! I need the computer for work, and clearly I was upset. I called in to speak with someone about it, and she couldn't really help me but that a manager was going to call me back in 30 minutes. 3.5 hours later I still did not receive a phone call. I also did not receive an email telling me there would be a delay. Dell clearly doesn't know how to communicate with it's customers. I'm spending a few thousand dollars on my new computer and expected some level of service that would show their appreciation for their customers. After not receiving a call back, I started a chat and made many complaints, she said that she will talk to a manager and offered me a SMALL discount for my troubles which was a slap in the face. I said that if the manager cared in the first place someone would have called me. She said that a manager will call me back in 30 minutes. No phone call. I actually just cancelled my order because if this is how the service is before I even have my product, then I can't believe what it would be like if I have an issue with it after the fact. I'm extremely disappointed with Dell's service, never got to even try the product. But I can imagine if it's anything like the service, it's crap! Do NOT waste your time researching, buying etc. because they don't care about you as a customer, they just want your money!!

User's recommendation: DO NOT BUY.

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1 comment
#1994649

No one cares...

ID
#2459154 Review #2459154 is a subjective opinion of poster.
Location
Duncan, British Columbia
I moved and my employer ordered two laptops and sent it to the wrong address. I contacted Dell early by phone and their login. On the day of the delivery I called to say the site shows its going to the wrong address. They sent an email to confirm but it was still sent...
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1 comment
#1986164

Sounds like you didn't properly update your address with your employer

ID
#2431151 Review #2431151 is a subjective opinion of poster.
Location
La Jolla, California
New Reviewer
i paid for a one time troubleshoot service. They say they called me twice. never got call. then after hours of trying to work the issue out, noone has my information. Technical support hung up on me twice, because i could not understand what they were saying. terrible...
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#1986238

Been trying to return dell laptop, Lexmark monochromatic printer, and one extra toner car for a week. Returning primarily because customer service support and now dell financial services support are the worst jokes on the planet.

Made the huge mistake ordering online. I am hearing impaired 71year old 14 year throat cancer survivor. Made @ least twenty calls just to get help with setup. Never happened because impossible to understand heavy accents.

After 18 hours of failed to get a response. Finally, wound up sending multiple emails to dell financial 'services .' Another fricking obscenity of non existent service/support. After multiple emails expressing growing frustration and and anger, some jerk claiming to represent Dell by the name of Mark called me. At first I was encouraged and relieved because con man said all the right things and even said he would have the labels made for fedex and fedex would call me today monday, 02/22/21.

Never happened!! Now, I am facing late charges to be generated by all my creditors because I can't move forward to buy any laptop locally to pay online, until this sham of a company will tell me how to return all three products, and refund the credit account I had to open. Only needed less than $1000.00 and these grifters gave me $4,000.00 credit line. I have asked them repeatedly to cancel this credit line and each time they have lied to me and assured me that it was done.

Still not done! Anyone who buys from dell technologies online is at risk of a heart attack and popping a major blood vessel! I am at the stage now that I could give a rat's *** If they bill for this, I will not pay.

I don't care if my credit is trashed and these cons sic collectors on me. Maybe those *** will come pick this crap up!

ID
#2421539 Review #2421539 is a subjective opinion of poster.
Loss
$99
Preferred solution
Let the company propose a solution

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Verified Reviewer
New Reviewer

Horrible Customer Service and terrible product

Update by user Mar 10, 2021

Sent the computer back more than 3 weeks ago, after Dell reached out to me and was told we would get a refund. Still have not received my money back.

Original review posted by user Feb 08, 2021
I purchased an Alienware M17 R3 laptop on July 20, 2020. After one week, I started having trouble with the laptop. A technician came and had replaced the motherboard. I dont think that a motherboard should have been replaced after one week. I thought then that it would solve the problem. Unfortunately, it did not. I lasted about 4-5 months and then the laptop started acting up again. It kept crashing, the screen kept flickering, the speakers did not work and it was just not working. On February 5, 2021, a technician came and again replaced the motherboard, again after 4-5 months the motherboard should not have to be replaced. He replaced the screen with a brand new and to my surprise the new one did not work. Completely black screen. The technician then put the old screen back, which was of no use, because the laptop does not work. The technician then ordered new parts, again, motherboard, new screen and some other parts. I was told it would be done on Tuesday, February 9, 2021. On Saturday morning, I received an email stating that one of the parts is not going to be shipped until February 28, 2021. I am not going to wait until February 28, 2021 for a part to come in and have it fixed only for it not to work again. This has been a horrible experience, one which I will never do again. Your Customer Support is something to be desired. We call the number only to get someone in Manila who cannot help us. We were told that no one works on the weekend in the United States, which I find to be ridiculous. I paid over $2,500 for this laptop and within 8 months it had to be repaired twice. This laptop should be running like a dream. I also see that Windows was installed in 2019. How could that be possible when I purchased the laptop in 2020? Something is not right there either. Was I give refurbished parts? At this point, I dont want it. I dont want a replacement. I want my money back, plain and simple. I would like someone to contact me to discuss this matter. If I dont get a response within seven days I will have to take further steps to ensure that I receive my money back. I can be reached at 917-826-****. Thank you.

User's recommendation: Don't buy a Dell Computer.

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ID
#2411995 Review #2411995 is a subjective opinion of poster.
Product
Dell Laptop
Pros
  • No pros
Cons
  • Terrible laptop
Loss
$2500
Preferred solution
Full refund

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Verified Reviewer
New Reviewer

HORRIBLE customer service

The absolute worst - you get bounced around from dept to dept - disconnected numerous times because they don't know how to transfer. NOBODY speaks english. Purchased a desktop that stopped working after 2 weeks. Trying to get a replacement. Keep being told supervisor will call you to confirm/approve replacement. 50+ calls to Dell (5+ hrs wasted on the phone) and still not resolved. Will NEVER buy from Dell again.
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1 comment
#2040394

i agree

ID
#2404708 Review #2404708 is a subjective opinion of poster.
Preferred solution
Full refund
New Reviewer

Worst Customer Service I have ever had

I have not received my order for 6 weeks now and whenever i call, all i get is a call centre in India that is apologetic and does nothing to help. I have called 5 times now and have been transferred to several people and cut off almost every time. I have had to call back 3 times minimum for every time i have called. There is no Canadian Number for Dell Canada and they are rubbish at their jobs. I just called again and the reception said nobody can help you right now. I started to ask a question and she hung up on me. DO NOT ORDER FROM DELL...You will regret it.

User's recommendation: Do NOT order from Dell.

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1 comment
#1983492

Going through the same thing now.

ID
#2370982 Review #2370982 is a subjective opinion of poster.
Location
Pitt Meadows, British Columbia
Cons
  • Customer service
Preferred solution
Deliver product or service ordered
New Reviewer

Cancelled an order but billed anyway

Discussed extended warranty on my new computer. Ordered warranty. Immediately decided I didn't want it, cancelled my order and found what I really needed at a fraction of the cost on Dell's website. They charged my credit card anyway. So far they haven't removed the charge!

User's recommendation: Don't trust DELL.

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ID
#2369930 Review #2369930 is a subjective opinion of poster.
Location
Powell, Tennessee
Loss
$396
Preferred solution
Full refund

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Verified Reviewer
New Reviewer

Terrible product and even worse customer services

Dell - Terrible product and even worse customer services
Dell - Terrible product and even worse customer services
Dell is far by the worst company: both in product and in customer services. I recently purchased the Dell XPS 15 9570 for about 2000 USD. Worst investment ever. I bought it for the specifications, from the description yes, it seems great but clearly, Dell has no idea how to assemble the hardware ad software. Clearly, they do not test their products before releasing them. The Dell XPS I have continues to restarts randomly ad daily. I keep getting variations of Blue Screens Error Message primarily due to hardware issues. (thank god I am typing this on my Macbook, I just glance over at my Dell and it literally just happened as I write this review, I am happy it happened so I ca share with you the failure code message: Stop Code: Driver Power State Failure) Once it reboots by itself enough times in a day, you can get locked out of your of the computer for over 2 hours. Some safety protocol, I don't understand why. I purchased this computer in July 2020 and the warranty on Dell system states that it expired June 2020. So I cant get it fixed or repaired with getting the extended warranty for avg cost 350 USD, they have two separate offers). Everything above is just about the product itself. Now Customer Services. They have several departments all for different products and different sub-department. The most unprofessional thing is depending on your level of warranty you can wait more than 30 mins until a representative can assist you. Most likely the technical representative will inform you that you are talking to the wrong technical department and will refer you to someone else in the "correct" technical department. Only to have that person to give you information that doesn't help you and transfer you back to the warranty sales department. Its a maze. In summary, I am out 2000 USD for a Dell XPS that doesn't work as it should and with customer support that really don't care to assist you. Dont buy the computer, it's the worst decision you will ever made.

User's recommendation: dont buy dell, for your money you cant get better value.

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ID
#2344515 Review #2344515 is a subjective opinion of poster.
Cons
  • Always wanting money
  • Defective product
  • Only money counts
Loss
$2000
Preferred solution
Full refund

Rubbish customer services don’t join

Rubbish service trying to get to customer services
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ID
#2339125 Review #2339125 is a subjective opinion of poster.
Location
London, England

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Verified Reviewer
New Reviewer

Customer Service

22 times I called customer service just to be hung up on or transfered with no help. The India team which i wouldn`t call them that are terrible. I will never buy dell after the lemon i recieved
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ID
#2338173 Review #2338173 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution