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My 9/23/16 letter to Dell, Inc. CEO Michael Dell reads, in part, as follows: 1. On 7/25/16, three days after un-boxing and connecting up my new Dell XPS 8900 computer the Motherboard crashed. 2. A 2nd Motherboard was installed on 7/28/16 by Technician Brian Geraud....
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I am a long time Dell customer and have been happy with the computers. This was my first experience with customer service and now it may be my last as I look for another company to receive my business. My laptop keyboard suddenly stopped working. After hours of...
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h.kitchener
h.kitchener

You might wish to take a look at the following link regarding problems in win 10 updates:http://pcsupport.about.com/od/system-security/a/fix-problems-caused-by-windows-updates...

2.9
#932796

My Dell Nightmare

I decided to purchase my new gaming computer through Dell due to problems with smaller computer manufacturers in the past. I attempted to order my computer on-line on Apr. 9, 2016. After making all of my choices and entering all of my information including my credit card information I attempted to finish the process by clicking on the designated button. Nothing happened. At this point I was not sure certain that my order had been processed. Not wanting to order more than one computer I hit the service chat button. The representative checked and determined that my order had not gone through. He volunteered to complete the order. After looking over the build that I had developed he began a process of checking to see what discounts might be available and eventually had his supervisor get on the line to persuade me to finance through Dell. I won't go into every detail but this process took several hours (most of it waiting). We then completed the order and I thought that everything was fine. A few days later I checked my order and found that the sales person listed the wrong graphics cards (no wonder the price was so much better than that listed for my original build). This was true even though I had specifically questioned why he was able to give me such a large discount and asked him to verify that his build and mine were identical. After realizing that they were not going to build my desired computer I contacted the Dell service group again. This time the sales person seemed very professional. She told me that she would cancel my original order and that she could not reorder for three days unless I went through the first sales person for the reorder. THAT WASN'T GOING TO HAPPEN! She then followed up with two future phone calls as she had committed to and reordered the computer. This time it was done correctly. I have to say that I was impressed with her professionalism. The reorder was done on the 20th of April. When I checked my order for accuracy and for an estimated delivery date, delivery was scheduled for the 28th of April. On April 27 the scheduled delivery date was changed to the third of May. On the third of May the scheduled delivery date was changed to the 9th of May. As I plowed through various Dell web pages to attempt to get more information I found a note that stated that due to FCC regulations I either had to fill in a form allowing Dell to keep extending my delivery due date or the computer would be automatically cancelled. There was no reference to this notice on the original order status page that I had accessed and if I had not surfed around Dells service web pages I would not have known about the potential cancellation until it was actually cancelled and the status page was updated. So...........I contacted the Dell service group at 0730 on May 3, told the representative about my experiences so far and asked him to find out why my computer kept being delayed. After waiting on hold for awhile he came back on the phone and told me that I would have to call back in an hour. I did so. The new representative told me that there had been a parts shortage and that I would have to talk to the Modification department to get this resolved. He then forwarded me on to the Modification department. After waiting for 15 minutes on hold I heard a click and was cut off. Wash. Rinse. Repeat. I called Dell once again. This time after waiting another 10-15 minutes a Modification Department representative told me that there had been a parts shortage but that the part was now available and the computer was in it's completion stage. He then said that it was scheduled to be shipped on April 9. I then pointed out that the status page said that it was scheduled to be delivered on the 9th. He confirmed that it would not deliver until the 10th. After telling him that I had been in transportation sales for 30 years and that if the trucking companies that I had worked for had ever given their customers the run around that Dell had I would have lost all of those customers. He then lectured me about how, if I had been in sales that long I had to know that things happen beyond a company's control. Dell Computer? Not having standard parts for almost a month? If I had a customer's shipment on my truck and told them that it would be delivered on April 28th and then on April 27 told them that it was rescheduled to deliver on May 3 and then on May 2 told them that it was rescheduled to deliver on May 9 and then told that it would actually deliver on May 10 I not only would lose that customer but I would probably get sued. I will NEVER purchase another Dell product.
2.8
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Customer service
Diversity of Products or Services
Ease of Use
Exchange, Refund and Cancellation Policy
Price Affordability
Staff
Style and Design
Warranty
Website
I didn't like
  • Worst order system
#840691
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I am very displeased with the service I have received from Dell on multiple levels. On 04/12/16 my old Dell laptop died. I’d had it since 2010 and it gave me years of service. I have purchased several laptops after that from Dell as gifts for my daughter and Boyfriend...
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Anonymous
Anonymous

At least you got to talk to people in India.

1.0
I liked
  • Having a laptop
I didn't like
  • Not having a laptop for 2 months thanks to dell
#861601

Dell in Carlsbad, California - Junk

I bought a Dell Inspiron 5552 laptop in October 2015. It failed in December 2015. I sent it back to Dell and they fixed it. My laptop failed once again in July 2016. I sent it back to Dell again. This time it took them 2 weeks to fix it. The laptop is not completely right. Its fan intermittently runs for hours after I power it down and it is hard to boot after this. I expect it to fail again. Despite having sold me a lemon, Dell refuses to extend the warranty past an additional 3 months. I will not buy a Dell computer again.
#915813
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Ordered Alienware 17 laptop included was free game which never shipped. Two weeks later called asking why I haven't been sent the game to which they respond we know there is a problem with this situation and you will be sent a pass code 5 days later to download game....
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Anonymous
Anonymous

Still have not heard from anyone no call back not software as promised on either problem. I am going to file a complaint with the BBB.

2.1
Walnut Grove, California
I didn't like
  • There lack of all services
#766324

Dell in San Diego, California - Customer service incompetent and virtually unavailable

Dell used to be one of my favorite places to shop. Lately, they have been driving me crazy and it doesn’t get any worse than their customer support. Last November during the Black Friday sales rush, I placed a small order with them in the amount of $300. The order looked fine for almost a week. I would check the order status and they said the order was fine and it was almost here. There was a progress bar that showed the status of the order as 95% complete. In fact, it appeared that it was almost at my doorstep. One day, all of a sudden, my order was quietly canceled. I got no notice from Dell. No phone call, no e-mail message, nothing! It probably took me a few days to figure out what was going on. My credit is exceptional and I am a longstanding member of Dell for over 20 years. I called them on the phone last night at 4:30pm. I was put on hold for 30 minutes straight. At 5:03pm, the phone was answered only to tell me that customer support was closed and I should call back the next business day. This was a huge mistake. If someone is in the *** 30 minutes before closing time, your support call should be answered. There’s no excuse for this. A respectable call center should not put calls in the *** that they can’t reasonably expect to answer before closing. Just tell me that you won’t be able to answer my call before closing hours. The next morning, I called again and waited another 30 minutes. The operators who answer the call are obviously in India. This wouldn’t be so bad if they could understand what I was asking for and treated customers a little friendlier. When I finally got through, the operator told me that I would have to be transferred to another person which initiated another long waiting time. Finally, I got through to someone who could “help” me. After a lot of back and forth trying to look up my order, the support rep gave me the reason for my cancellation… “Payment was invalid”. Well great, thanks! Did he know I was using Dell’s own payment system? No, he didn’t have the slightest clue. Did he ask me if I wanted to correct the payment or indicate the problem with the payment? No, nothing. It seems as if Dell’s customer support doesn’t care a thing about their customers. This isn’t my first bad experience with Dell’s customer service, but I can guarantee it will be the last. Next, I attempted the online support which allows you to submit your order number and your question via a web form and then a chat window opens to allow you to talk to customer service. I waited nearly two hours for a representative but did not get an answer to my question. The representative cut me off after a very short period of time and did not answer any of my simple questions such as: Why was my order cancelled? What exactly was the problem? Can I change my payment method?
1.0
Details
Warranty
I didn't like
  • Worst customer service
  • No communication
  • Long hold times
#753316
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Dell - Worst customer service imaginable

Dell sent back up drive for wrong OS - Apple not MS Customer service manager Cindy employee # 98685 refused to exchange or return item because it was pasted 30 days from purchase. It was past 30 days because my account manager was on vacation and when she came back said she could not help me customer service had to do the return. Customer service was impossible to get through to after the Holiday and when I finally did get through it was 33 days - Unbelievable that Dell would do this. Michael Dell took the company private to fix the issues and it has gotten worse. I am sure he would fire the whole group if he knew they treated long term customers this way.
1.0
Details
Customer service
I didn't like
  • Customer support
#765199
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Dell's at it again

Dell is running a classic "bait-and-switch" scam for Black Friday this year. National print advertising shows "doorbuster" on-line sales prices for various models. However, when you land on the site there are discrepancies on virtually everything. Everything shown in the print add that actually appears on the site is priced higher than the add, and some (the best add deals of course) aren't even shown on the website at all. After searching "Dell bait-and-switch" I find 300,000 results related to lawsuits and complaints on the subject in the past! Well... they're back at it again in 2015. Must be Dell's way of saying Happy Thanksgiving to all of us TURKEY'S. Back at ya' Dell. I'll never buy another thing with your name on it.
#741136
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Dell has ZERO customer service

I have made 4 attempts to order a HTMI cable to connect monitor to computer tower. First attempt via chat was not helpful. After waiting on hold and answering a multitude of questions before speaking to an agent whose English ability is questionable I was sent the incorrect cable. I phoned again to request the correct cable with unacceptable and frustrating results. I am so frustrated and disappointed with Dell that I will NEVER do business with Dell again. The agents were incapable of answering questions if it did not follow a script. At times it was difficult to hear and or understand the agent. It is clear that Dell doesn't care at all about their customers. The quality of the product itself is very poor compared to previous purchases. Do yourself a favor and avoid Dell.
2.0
Details
Product or Service Quality
#708191
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