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Dell & Their Terrible Customer Service Ethic

I ordered my Dell Inspiron 1525 notebook on the 1st of September, with the expected estimated arrival date of September 23. Although I wasn’t thrilled with waiting a couple days for the computer to arrive, I agreed, under the impression that it would be delivered within that reasonable time frame. I ordered the laptop for school and work, in addition to moving at the end of November, so this was a time sensitive order. I was notified the 21st of September (the day the laptop was supposed to ship) that the laptop’s shipment date would be postponed to the 21st of October, an entire month. I called Dell customer service and after explaining that I needed the laptop as soon as possible, was told that in efforts to make me happy they would be willing to give me a $25 gift certificate. I was told that the delay was caused by Hurricane Ike and some parts wouldn’t be available until a later time. Upon the 21st of October I was called and told that my laptop would be postponed yet again, for another month and would maybe ship to me on the 21st of November. Of course I will be in the process of moving, if not already moved, by that time. I called Dell, inquiring as to why it was postponed again. I was told that there were unforeseen circumstances. When I pressed as to why exactly, at this time Dell customer service told me they would transfer me, because they could only tell me was that it would be shipped November 21st. I was then hung up on. I called back, asking to speak to a supervisor and told that there was not one available. I asked to be placed on hold until one was. They refused and demanded I call back. I asked if they could call me back when the manager was available, Dell told me no. I told Dell I didn’t mind waiting for a supervisor or a manager. I was told it would take 45 minutes for someone to be available, I told them I didn’t mind. After convincing them to put me on hold, someone was available to speak with me within 5 minutes. The supervisor notified me that the color I had chosen for the laptop (Blossom) was unavailable. I asked why then, was I able to order it. She didn’t have an answer for me. I asked why I wasn’t told that the first time they postponed my order; she didn’t have an answer for me. I requested a discount (because I spent $25 on the blossom design, that now I wouldn’t have) she denied that. I asked for expedited shipping, and was denied. I asked to change the address for my shipment, and was denied. She then promptly tried to transfer me to someone else. I was on hold for twenty minutes before I hung up and called back. I spoke to a man who apparently heard I was calling for information and although I asked to speak directly to a manager, he refused and hung up on me, stating that it was “his right” to hang up on me if he wanted to. I called back, now highly agitated and spoke to a person who refused any discounts, refused to change my address information and strongly suggested that I cancel my order. Let me make myself clear, Dell has already taken my money, the laptop is paid for. The shipment date would be more than 60 days from the time that I ordered the laptop. The $25 gift certificate was only available online and only available on non-discounted prices, and I had to pay shipping and taxes. Dell, in the end, got more money out of me. I only agreed not to cancel the order and accept the gift certificate as long as the laptop was delivered in October. This was not the case. If Blossom pattern was not available, I should have been notified. I should have been waiting for information and given updates at the last minute. I should not be hung up on. I should not have been given attitude for a mistake that Dell committed. It’s rude, inconsiderate and a mark on the company. I only want what I paid for. I will not be suggesting Dell to any friends or family members. I am highly disgusted.
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ID
#140376 Review #140376 is a subjective opinion of poster.
Location
Tallahassee, Florida
Product
Dell Laptop
Loss
$700
New Reviewer
Sales Rep: On 10 Oct 2008, I ordered a "Studio 1535" laptop from Dell. Sales Rep: Ronald C. DeCastro us_dhs_chat_reply@***.com [They refuse to respond to emails] 1-80*-289-**** [Routed To El Salvador!] Having found it locally two days later for a cheaper...
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2 comments
#285936

I just noticed after I submitted, but you mentioned that you ordered a Dell Studio. Dell Studio laptops were not sold at the retail level, so you are either lying, or you found a cheaper studio laptop that was either used or refurbished from a local end user or reseller.

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ID
#140057 Review #140057 is a subjective opinion of poster.
Location
Clarksburg, West Virginia
Product
Dell Laptop
New Reviewer

Dell Customer Service/Support lackluster performance

Computer shoppers interested in customer service and support and expecting it to be good should be wary of Dell systems. This is an example of a company whose outsourcing for services in the global marketplace has in my opinion ruined its servicability to it's customer in North America. Their response to my technical issues and a problem with sales were not completed in what I would expect to be a timely manner. Expect greater than one hour waiting times on the phone, shuffling of your call through numerous people and sheer frustration on your end! Case in point, Dell laptop crashes, needs several technical advisers to assist in reinstalling all software from start; advisor recommends expensive $249 anti virus software which is sold over the phone and sent via mail for installation. After realizing during install that it was sent for the incorrect windows operating system, Dell customer support refuses to take software back and send correct version (never mind the advisor had to know what system was being used during the reinstall during technical support). Despite calls back and forth at this point because we've been working this issue for almost a month now I'm starting to get quoted a 21 day rule for returns (ironic how we tried to resolve it way before then). This was the 5th computer from Dell and it will be the last. Such a shame to see what was once a once good company for me to deal with appear to be run into the ground. My faith is completely lost in the ability of this company to resolve my issue. I don't expect any response from one of their customer service reps other than something to the effect of "We're sorry and understand your problem, unfortunately there seems to be nothing we can do to help resolve your issue at this time". Save the lip service, I'll do my talking on my next purchase which won't be a Dell Dude! RE order number 98434****.
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ID
#139700 Review #139700 is a subjective opinion of poster.
Location
Lake Mary, Florida
Product
Dell Laptop
New Reviewer

Dell SUCKS!!!!

I bought a Dell computer in April of 2008. Shortly there after I encountered many problems with the machine. The fan was making an awful noise. I called Dell and they promptly came out to my place of business and replaced the fan. Two weeks later this new fan started making the same noise. They came out and replced the fan AND the motherboard. A week later the new fan started making noise. Noises that sounded like a drill from the dentist - loud! I had to lock the laptop in the bathroom while I met with customers! In the midst of all of this, my computer stopped hybernating and the only way it would shut down is to hold the power button down. I called again and at this point (they tried to resolve the hybernating problem and was told they couldn't fix it), to my insistance, said that they would replace the lemon computer that I have. This was at the end of AUGUST. I was promised many times that this new computer would be received the first few days in September. Then I was told the 8th of September, then 2-3 Business days more times then I can count. I have been given a 'special' number to call but no one has ever given me a call back when I have called. I got a call sometimes, and then, nothing for over a week's time. I was given an order # and then was told it was canceled because of how long it has been. I got a new order number 1078**** and when I called their automated number said it was already delivered...December of 2004!!!!! This special extension I was given, I was told if you call that number that someone calls you back within "1-2 hours" but like I said previously, to date, I have never received a call back. I run a business and also take classes at a local University. And this doesn't account for any personal time that I use my laptop for. All I have ever asked from Dell is a computer that works. I have repeatedly been promised this replacement computer and constantly been lied to. They already have my money so I have no recourse in which to get what was promised to me and what was covered under warantee. I called Dell on 10/1 to find out the status since my promised call of 9/30 never happened. I was on the phone for 2 hours, transfered 5 times and, after talking with a supervisor was HUNG UP ON. (This is not a new phenomenon, I have been hung up on 4 or 5 times now since this process started...I just now started to keep record of it.) After a complaint to the BBB, the next night I had an email and voice mail on my home phone from an "Arun" at a new extension. I left a voice mail. I received a call back 10/3 at my business where Arun proceeded to tell me that I would get my computer whenever it shipped. That is EXACTLY what I have been told since this process started!!!! I was first promised a new computer at the end of AUGUST and it is now October!! He was rude and told me that I could not speak to anyone else, not a supervisor. I was told that it was scheduled to ship on September 29th. The parts are backordered and he doesn't know when they will come in!!!! And this is their resolution center??? I have NEVER in my life had such a horrible customer service experience. The hours (I roughly counted them up, well over 30 hours worth) I have spent on trying to get a working computer could have easily paid for a replacement computer. Dell's employee Arun, who is supposedly a "Executive Support Resolver" told me nothing more then the lies I have been told up until this point by other Dell agents. It is now October 14th, I have NO working computer and no one has contacted me since from Dell. They have my money and I have a computer that is nothing more then a paperweight at this point. Please, do yourself a HUGE favor and countless hours of agony...buy a Toshiba, buy a HP, buy a Gateway...whatever, just don't buy a Dell.
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ID
#139421 Review #139421 is a subjective opinion of poster.
Location
Camden, New Jersey
Loss
$600
Junior Reviewer

Dell Inspiron E 1505

This laptop hasn't been the worst investment I've ever made, but I can't say I'm particularly happy with it. Recently, the inverter *** out after a mere 15 months of service. $150 down the drain! Oh well, at least the monitor is big. That's probably why the darn inverter decided to die. Next time, I'm going to avoid Dell. The battery on this laptop also needs replacing. All around a horrible experience. Has anyone else noticed this problem with a similar model? I'd wager I'm not the only one who's fate this has become.
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1 comment
#42865

Buy a Mac :-)

ID
#138021 Review #138021 is a subjective opinion of poster.
Location
Huntington Beach, California
Product
Dell Laptop
Loss
$165
Junior Reviewer

Dell Batter Inspiron

What a disappointment. My dell battery now needs to be completely replaced after a mere 13 months of service. Even worse, the battery stopped providing reliable power without being plugged in only a couple months in to owning my computer. It'll now cost me about $150 to replace this piece of *** with another one just like it. If actually want a halfway DECENT batter, it's going to run me $300. To anyone thinking about purchasing a middle-of-the-road model Dell laptop, I'd advise you to do your research on what batter you're getting and insist it come with a proven performer that won't *** out after a year like mine did.
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ID
#138019 Review #138019 is a subjective opinion of poster.
Location
Huntington Beach, California
Product
Dell Laptop
Loss
$150

DON'T BUY A DELL!

I purchased a dell laptop about 2 years ago. It hasn't worked right since the day i got it. I've called Dell 20+ times and the problem is still not corrected. They would always tell me someone would call me back and then they never did. You can't understand the people because they are all from India. Its still under warranty so they sent me a new hard drive and told me I had to put it in myself...If its still under warranty why am I fixing it myself? Not only that but they are rude!
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1 comment
#39901

I know what you went threw. I was told that if they are not custom made for you, you will get a *** computer. We returned our Dell to Sam's Club and bought a HP computer.

ID
#137797 Review #137797 is a subjective opinion of poster.
Location
Washington, District Of Columbia
Product
Dell Laptop

Dell Doesn't Deliver on Promises

Dell has ruined my twin granddaughters 10th birthday. Ordered 2 computers on 8/24 with anticipated 9/8 delivery date. One computer arrived on 9/6 and the second is on terminal backorder. Meanwhile they have collected the monies for both! My daughter's entire household are MACs and now I know why. It would be nice if customer care/service understood why they are called that. Perhaps they should rename themselves to Dell Care! Do Not Purchase Dell Computers.
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1 comment
#38055

Thank you I am typing this on my Dell computer. Exactely how many computers does one family need.

I would say your granddaughters are spoiled. It's no wonder, just look at their grandmother.

ID
#137394 Review #137394 is a subjective opinion of poster.
Location
Boston, Massachusetts
Service
Dell Customer Care
New Reviewer

DELL CLASS ACTION

Bought Dell Computer 11/03. Made 1 payment 12/04. Paid balance on 1/04. They did same thing to me with a "$24" balance. Called many times. Cus Svc in India. They could not understand English and kept repeating their "script". Then THEY started hounding me and wanting me to give my credit card over phone which I would not do. Sent me to Collections & Ruined my spotless credit. Even Collection Co. said it didn't make sense. I paid everything else and not this $24?? They knew it was an error and sent back to Dell. Sent certified letter to MIchael Dell and they did give me the $150 rebate (albeit a yr late) but never removed $24 which ended up being $48. Was notified of class action suit against them. Filled out paperwork and that is ONLY way they removed from my credit report (after 4 yrs). WOULD NEVER BUY FROM DELL AGAIN!!
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ID
#135440 Review #135440 is a subjective opinion of poster.
Location
Kansas City, Missouri
New Reviewer

Dell took my money and wouldn't give it back

When I called the Dell support line I explained my software problem. My computer is out of warranty and I agreed to pay $49 for support. Then when they switch me to the technical support dweeb, he says that I was charged for a hardware support service call, and he would have to charge me again for a software support service call. I hung up and called back to demand a refund. After being on hold for 45 minutes (talking to 3 different dweebs during that time who kept transferring me to others), the final dweeb said that it was a non-refundable fee and he was technical support, not customer service. Oh, and customer service was closed by then. Between my experience with Dell and Windows, I'm probably buying a Mac next time.
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3 comments
#34713

I bought my first Mac a year ago, you will love it.

#34702

When I take my car for an oil change, I don't expect them to charge me for a tire rotation that they don't do and then tell me that THAT charge is non-refundable. Update: after another hour with them on the phone, they said they would refund my unwanted and unnecessary hardware charge in 3 or 4 days.

#33985

Your system was out of warranty, do you take your car to a mechanic and expect him to fix it for you without paying for it? This is the same thing you are trying to do here. Either educated yourself or pay someone to help you, 49 bucks sounds alot less than a new mac for probably 1500

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ID
#134771 Review #134771 is a subjective opinion of poster.
Location
New York, New York
Service
Dell Technical Support
Loss
$49

Outsourcing call Centres makes for bad business!!!

Dell Canada outsource their call center to another country. Their quality of customer service is horrific and deplorable and I can't believe that they have no one here to contact with regards to this matter. No matter who I want to talk to, I get nowhere...even when I ask for a manager or supervisor. They're just as useless. First of all, Dell's website was down the day I wanted to order a computer (on the last day of a specific promotion). Then the next day it was back up and low and behold the price of the computer I wanted to get was $200 more expensive. When I asked the online sales department, they inform me that they have no control over promotions or anything like that, and can't help me...but it's their fault their website was down in the first place. They also aren't afraid to get rude, and I can't understand half of what they're saying most of the time!
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ID
#134103 Review #134103 is a subjective opinion of poster.
Location
Toronto, Ontario
Service
Dell Repair
New Reviewer

Dell's product and service suck

I work in a bar near Akron University and post a sign in the window saying "Do Not Buy This Junk" and that is where I hang my Dell cataloges. Hard drive did not last 2 years. When home service replaced it he took my broken one and told me if I wanted it give him $80.00. It took 17 1/2 hours on the phone with dell service to install programing. Paid for but never got xp. When I did get it the disc did not work and I had to complain a lot to get another. In all I lost over 30 days use of my computer and 3600 songs installed for you guest it a Dell juke Box. The power pack blew. I can go on but I am over 100 words.
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1 comment
#33424

Dell's truly suck ! And it is only going to get worse when they go totally off shore with manufacturing.

I bought one once.

What a mistake ! Power supply also went on mine and you could only replace it with a propriety one from Dell.

ID
#134069 Review #134069 is a subjective opinion of poster.
Location
Canton, Ohio
New Reviewer

XPS420 sucks

I hate my new computer and would never ever buy from Dell again. I have had to replace 2 harddrives reloaded the operating system, spent over 100 hours on the phone and have a constand rubbing hum sound from the box. Customer service is over seas and underqualified. English is rough at best. Hate it! Hate it! Hate it! They offer to call back, they don't. They tell you one thing, and mean another. And they have no problem experimenting at your expense. I lost absolutely every file I had even though they promised that wouldn't happen. I thought I had something good, turned out to be a major LEMON!!!
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ID
#132513 Review #132513 is a subjective opinion of poster.
Location
Phoenix, Arizona
New Reviewer

DELL> The worst tech and customer service ever!!!

I a problem with my computer, but I think that I was very patience on that, but I wont buy DELL anymore. I had a problem with my computer, and as some of you said, they just sent new part and new parts, and the computer still having the same problem, some parts were replace twice and some three times, but the most *** thing was that a technitian came one day to replace the motherboard, and another one came back the next day the replace the motherboard again... can you imagine how much time I lost!!! Actually, the computer still having the problem, and now... finally, after two week of fight with customer care, technical support and an supervisors, they are going to replace the computer, and that will take one week to order and another week to deliver it... More than a month, so, believe me, this technical support just sucks, they lie to me several times... and actually this is not the fist time that I had problems with this computer, every time that I have a problem, probably take me about a week to solve it. An another thing, is about the Diagnosis test, those are such an inaccurate test, because I was having problems with my fan and my harddrive, and the test still saying that everything was ok, even when I was turning on the computer says that I have a hardfrive problem, they just run the diagnosis and pass it, and they said.. the Harddrive is fine, doesn't need to replace it, after a week of complaints they finally decide to replace it, they dont ever care about the customer, or custormer thoughts, :( I think they just wanted you to give up trying to solve the problem and buy another computer... no way... I know some people doesn't complain because I was a very cheap computer, but you have to... Actually I paid more than 2000 USD for this one, but even if I pay only 700 USD I'll complaint about it. Can you Imagine the amount of money that I lost because this computer is not working for more than 2 weeks and I still dont have a solution, cuz I have to wait two weeks more to receive the new one?, I can even buy a new one, yeah... but that one will be an apple. My advice is... if you are going to use your computer for work, never, but never buy a DELL, even if you are under the business program, mine one was under the business program, because I used to have one in the home and office program but it takes a lot of time to solve the problems, so this one I bought it under the business program and still taking the same time to solve a problem: FOREVER. So, don't buy it if you are planning to use for business, cuz you never know how long that will take to solve the problem and how much time you will spend taking in the phone (pretty much is like 95% waiting for somebody to help and 1% saying you information that at the end of the day the guy in the phone will ask always the information that you put in the phone, and 3% transfering to one department to another, and NOBODY will help you!!!). So, if you paid 2000 uss for a laptop, at the end it cost you double for the time that you lost and the money that you lost because is not working. But, if you are a very.... veeeeeeerrrryyyyyy... i mean super verrrryyy patient, that you can wait months for somebody to help solving a problem that you computer might have.... I'll carefully recommend a DELL because it's cheap, without taking into account the money that you will lose because the computer is not working. I forgot this other thing, they supposed to have an history of your computer issues in the system right? But this doesn't work, because everytime that you call you have to explain the problem, and if they transfer to somebody else, that somebody will ask for the problem again, and if that guy try something to solve and doesn't work will transfer to another guy that will ask you what happend again an will try the same thing that the guy before, so... why they give you a case number... it never works... so I suggest, If you already have a dell, don't let them transfer, try to... because they will keep transferring and transferring, take that guy an dont hang up until they solve the problem, but first take all the information of the guy, cuz when they get tired, they used to hang up, and you have to start over again !!! :( With the information of the guy that was with you in the phone, you can write back to the supervisor and complaint about it... anyways... they'll never do anything if you write a friendly letter to the surpervisor, you have to be picky with the service, and write a real letter explaining how frustrated you are with the problem and the hurry that you have to solve the problem, otherwise they never gonna put attention on the letter. You know, I spent my whole life calling to DELL and now I have experience how they treat you and everything, so it never has to be like this... so if you need some advice, I'll be glad to assist you... (I'm starting to sound like a dell technician.. jajaj). Never, never buy a Dell... and Vista it is just!! Buy an Apple!!! It cost a little bit more... but you never... I mean... never gonna have a problem with those!!! so Worth the price.
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1 comment
#32342

Do you speak it?

ID
#132451 Review #132451 is a subjective opinion of poster.
Location
Logan, Utah
Loss
$4500
New Reviewer

Dell Fails to deliver or give good customer service

I purchased 2 Dell desktops 3 years ago. One of them failed two weeks after warranty was up. We had problems with them and I had to deal with support in India. That was Dell ***!!! Giving them a reasonable doubt, we attempted to order two more computers last week. They shipped them to the wrong address, now I am in Dell *** again. They have to attempt delivery to the wrong address three times. Then they are shipped back to Dell. I have been told three different things when contacting Dell. 1. I will be credited automatically, with 31 days to receive my cc reimbursement. I will have to re-order. 2. Someone "Might"(their words) call me in a couple days to reship the items to me. 3. I have to wait and call them if nothing happens within a week. Can you believe this???? In 2008 USA???? Dell has become the official " Crappiest U.S. Computer Company". You have NO recourse. I have stayed at home for 3 days to receive the shipment only to find out they shipped it to the wrong address(Their problem).
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ID
#131389 Review #131389 is a subjective opinion of poster.
Location
San Francisco, California
Product
Dell Desktop Computer