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Warning To Purchasers

I purchased A Dell Precision 7750 for that cost over $5000.00 with Pro Support, Next Day Onsite Service and Complete Care / Accidental Damage. The value of these services Zero I purchased all this and The Dock NX 430 the Dock Doesn't charge the Laptop and I replaced the one hard drive from Dell with 4 1TB Samsung EVO Plus hard drives the laptop was sold with the advertised ability to be setup in RAID well the laptop's RAID configuration is only seeing 3 of the 4 drives windows and the BIOS sees all 4 drives and they are all the same. Dell will not support the Laptop due to the fact that I did not buy the drives from them. so upgrading the top of the line drives voided all my support services. Got to admit they must make a killing on selling the service and not having to provide it. They sell high end computers with all the talk then kick you to the curb.

User's recommendation: Buy the cheap computers the High Priced ones are not worth it.

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ID
#2160678 Review #2160678 is a subjective opinion of poster.
Pros
  • Good selection
  • Quality product
Cons
  • Can not upgrade without loosing support
Preferred solution
Fix it

Horrible Customer Service

I recently purchased a XPS laptop for $2200. It started malfunctioning the day I turned it on. I called to have it replaced, and was told first that they would send me a new hard drive; the problem is that none of my micro tools would fit the nuts. Then, they asked me to ship it back, so that they could do the repairs, which I did. A week later they sent it back, and it still malfunctioned. I spoke to a customer support representative and was told it was on order. I waited several days, and attempted to ask for the order status, and have been getting the runaround. I've been hung up on, sent to different departments, and there was no answer. I currently have been put on hold for over an hour for someone in customer support to answer the phone. Does anyone know a good law firm who handles these type of issues, or is there any class action lawsuits I can join against them?
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ID
#2158473 Review #2158473 is a subjective opinion of poster.
Location
Media, Pennsylvania

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New Reviewer

Horrible customer service

lost packages by Fedex. Trying to call Dell for help, holding on the phone forever, we have business account, *** yeah we need to run our business too, just can't sit on the phone waiting for someone from Dell answer their phone !!! Send email, no response ... what's the heck ?? How's the *** Dell run business like that ... I will not pay Dell until these problems result ...

User's recommendation: Do not purchase from Dell from now on.

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ID
#2158399 Review #2158399 is a subjective opinion of poster.
Loss
$1000
Preferred solution
Deliver product or service ordered

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Customer Care

My laptop has been lost in transit to Dell reparing center. It's more then a month, I still did not get help with this problem. Now support asking for previous owner information witch I don't know and can't reach the seller and don't know how to reach original owner. Its not right, I don't have to be responsible for the lost shipment, when Dell customer support ask me to ship my system no one told me in such a case I could lost my laptop forever. I been trusting Dell cumpany. I would never buy from Dell again, it's unbelievable they made me responsible for FedEx lost package

User's recommendation: No never use Dell, if you need suport with your product they just can scam you and make responsible for lost package.

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ID
#2157916 Review #2157916 is a subjective opinion of poster.
Service
Dell Laptop Repair
Pros
  • Trying to make peaple responsible for lost shipment
Cons
  • Poor company policy about shipping
  • Service and product
  • Incompetent tech support
Loss
$2500
Preferred solution
Full refund
New Reviewer

Dissatisfaction with Dell technical support

I have tried for a week to get an Outlook problem resolved. After two hours with a technician located in India, the problem is not resolved. I have tried for two days to reach another technician. After providing my Service tag I get transferred, put on hold, transferred, sometimes transferred again, then the call is cut off. The technician said they are not allowed to call me back. The humans I do finally speak to (between long hold times) keep apologizing, but I never reach someone to help with the problem.

User's recommendation: Definitely do not purchase Dell support, instead use a local computer technician.

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ID
#2156727 Review #2156727 is a subjective opinion of poster.
Pros
  • Great computers
Cons
  • Support has deteriorated significantly from 10 years ago
Loss
$140
Preferred solution
Full refund

Customer service

I've called Dell multiple times and have quite a few HORRIBLE experiences. Today i was hung up on after waiting an hour and twenty four minutes. The lady picked up and asked me for my order number and hung up on me. I'm seriously thinking of returning my 5000 dollar system because i can't believe a company would allow such horrible customer service (i've been hung up a total of 6 times since i bought my computer 2 months ago)

User's recommendation: Just stay away.

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ID
#2152957 Review #2152957 is a subjective opinion of poster.
Location
San Diego, California

Dell resolve my issue

Dell reached out and did further research.I am very happy to say the issue was resolved. Thank you.

User's recommendation: always reach out to site like yours for their voice to be heard.

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ID
#2150970 Review #2150970 is a subjective opinion of poster.

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New Reviewer

Horrible customer service

Update by user Sep 02, 2020

30 minutes later, I'm told that the department I'm trying to reach is closed, please call again another time.

Original review posted by user Sep 02, 2020
My credit card company declined due to suspected fraud. I had to call to get the payment reauthorized. I called, it said expected wait time is 5 minutes, and waited like 45 minutes, then got an email from dell with a different number. Stupidly thinking sales support would be better than general customer service, I called it and ended up in the same system but 45 minutes behind. Again, expected wait time 5 minutes. 2 hours later I'm still waiting. I opened chat, I'm 26th in line. I can't just reorder the item because it's gone from the website (out of stock?)

User's recommendation: If you have to contact customer support, just cancel your order instead. Pay more somewhere else.

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ID
#2149050 Review #2149050 is a subjective opinion of poster.
Service
Dell Customer Care
Preferred solution
Hire more CSRs

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New Reviewer

Warranty hel hostage

I bought a laptop 4 months ago directly from Dell. 3 weeks ago the left side of the touch screen went dead and randomly the screen would start registering touches all over the screen without my hands being anywhere near it. I called Dell support (heh, there's an oxymoron!) and spent an hour and a half with the support person testing and trying various things to no avail. He had me take a picture of the screen to show him there was no physical damage which I sent to him and he authorized a warranty repair. I received a shipping box a few days later with instructions on how to pack the laptop and a shipping label to ship said laptop to a repair center in Texas. I sent the laptop and 2 days later I received an email saying there was physical damage and I would have to pay $240 to have it repaired. Since there was no damage when I shipped it back I asked for a photo of the damage for evidence since I also had photos showing no damage. That was 2 weeks ago. I have been told twice now to give them 24 to 48 hours to provide the evidence. They have had at least 7 business days with no result. I am beyond angry with Dell for giving me nothing but the run-around for all this time. Really, it takes 30 seconds to take a picture and email it. At this point I feel that Dell is just stalling me until I give up. Good job Dell.

User's recommendation: Avoid buying Dell products at all costs.

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ID
#2140095 Review #2140095 is a subjective opinion of poster.
Product
Dell Inspiron 7000 Laptop
Pros
  • Decent computers
Cons
  • Virtually no support at all
Preferred solution
Repair non-functioning screen under warranty as they should

Bad Service

Horrible customer service and deceptive business practices. I bought a top of the line laptop computer and Dell On-site Extended Warranty and Premium Service Plan. I did this because having a dependable computer without any downtime for repairs is critical to me. I took delivery of my new system and almost immediately began having problems with system overheating due to a faulty cooling fan. I was going to return the system but I received assurances from Dell that the problem would be fixed. Dell dispatched a technician to my home to fix the system. Unfortunately, this was the first time he had seen the new model and he also did not have the required parts with him. He subsequently returned and replaced the entire system board which included the hard drive, and therefore required me to reload all of my data and programs. I continued to have problems with the system and Dell began to send me automated notices that my system fan was again malfunctioning. I spent many hours with Dell on the phone trying to troubleshoot the issue again. However, Dell eventually determined the issue could not be resolved. We finally got a new Service Request set-up. When the technician arrived at our house, the system was fully functioning except for the issue with overheating which Dell indicated was again being caused by an issue with a faulty cooling fan. The technician brought a completely new system board. However, once he installed the new system board, he could not get the system to reboot. He had problems contacting Dell Technical Support for advice and so he left. He subsequently called me to say he had finally reached Dell and that the only option left was for me to mail my system into Dell for further diagnosis and repair. Please note that before the Dell technician arrived my system was fully operational with only the faulty fan being identified as an issue. However, the technician left, my system wouldn't work at all and I was left completely without an operational system. Even though my warranty explicitly provides for on-site repair, upon receiving the shipping materials from Dell, I immediately packaged up my system and drove the 60 miles to the nearest FedEx in hopes of getting my system repaired and returned to me that week. Dell subsequently informed me that they had to order another part which was then on backorder status and it would have taken an extended time for them to return my system to me. I subsequently discovered that the technician had damaged the key/touch pad when attempting to repair my system on-site. However, Dell repeatedly denied my request to provide a replacement system. I also asked them on numerous occasions to refer my case to third-party arbitration under the terms in the Dell Warranty and Service agreements. They refused to respond or follow-up on these requests. Finally, I referred my case to the Better Business Bureau. After wasting days on the phone, chat, and e-mails, I was finally referred to the Dell Advanced Resolution team who is actually located in the United States. They eventually agreed to provide a full refund for the price I paid for the system, including the cost of the extended warranties and service contracts. However, I am now being told it will take several more weeks for them to process the credit to my account. After reading all of the negative reviews on this site, I cannot believe that Dell actually has an A+ rating with the BBB. My advice for everyone dealing with similar issues is to request that Dell refer the issues for third-party arbitration under the terms of their warranty contracts and also file a complaint with the BBB. That is the only way you will get them to do anything. The BBB has now closed my case even though I am still waiting for the credit from Dell. However, I fully expect to receive this credit sometime next month. My negative review relates to the pain and effort it took to get the company to address my issue. This was the 18th Dell Computer System I have purchased, which includes the first computer I ever owned. I was also instrumental in getting my employer (a Fortune 500 Company) to use Dell versus Compaq in the early days of remote PC's. If Dell had dealt with my issue in a fair and straightforward manner, I would still be a loyal Dell customer. However, because of my horrible experience with Dell I decided to purchase an HP product to replace my defective Dell system.

User's recommendation: Buy another brand. Stay away from Dell.

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ID
#2138393 Review #2138393 is a subjective opinion of poster.
Location
Longville, Minnesota
New Reviewer

Trying to return a defective monitor

On the phone a total of 2 hours with no answer, just waiting. The dell website is confusing to say the least.i tried the chat feature and was informed there was no agent available. This has been going on for 3 days! All I want is to get my money back on this defective monitor.

User's recommendation: Beware of Dell customer service.

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ID
#2137236 Review #2137236 is a subjective opinion of poster.
Pros
  • Good quality desktop
Cons
  • Customer service horrendous
Preferred solution
Full refund
New Reviewer

Keep getting dodged and ignored

I asked for replacement monitor since the one i got had screen damage. I got the replacement monitor to find out it has a huge scratch on it.
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ID
#2134371 Review #2134371 is a subjective opinion of poster.
Preferred solution
Send a new product replacement.

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New Reviewer

Shipping a 70inch tv

Update by user Aug 20, 2020

The 2nd shipping company just called and said it would be Tuesday the 25th of August before the TV would be delivered.maybe the 26th as they only run in this area once a week.

Original review posted by user Aug 20, 2020
I ordered a 70 inch tv on the 1st of Aug. here it is the 20th of Aug and its still not here. They shipped by some obscure company I have never heard of. The companies tracking system is very *** poor. Other products have been fine.Don't order anything that will be shipped other than FedEx. Dell has been poor in reponding to my emails.

User's recommendation: .Dont order anything that will be shipped other than FedEx.

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ID
#2127394 Review #2127394 is a subjective opinion of poster.
Service
Dell Shipping Service
Pros
  • Build quality
Cons
  • No one there cares about the customer
Preferred solution
Let the company propose a solution

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Update by user Sep 17, 2020

Dell has continued to fail to provide the warranty support. They say that you should be able to write to the disc but even on their own attempts they could not make that happen. At that point, after saying it should be able to do this task straight out of the box, they...

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ID
#2123795 Review #2123795 is a subjective opinion of poster.
Pros
  • Easy to put together a computer and order it
  • Fairly decent equipment
Cons
  • Very frustrating to deal with tech support and customer care
  • Worthless warranty and tech support
  • Say 1 thing during sale and another when asking for support
Preferred solution
Deliver product or service ordered

Three Laptops All Died, 13 and 14 month after purchase

I've attempted to reach Dell on this for almost four years. Just at five years ago, a ten-year loyal Dell customer, bought three laptops, online, simultaneously. 13 months later, mine (which had been intensely upgraded) was fortunately on my lap when smoke started pouring out of the power port. Dell's response? "Out of warranty". Then the next month, the other two both died within a week of each other. Again, Dell's response was "Out of warranty". I've reached out dozens of times. No response. I don't get it. That first one? If I'd been asleep with my laptop next to me? It could have been deadly if I hadn't been awake to immediately pull the plug.

User's recommendation: Don't buy Dell.

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ID
#2121009 Review #2121009 is a subjective opinion of poster.
Location
Bothell, Washington