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Dell - Broken promises in the sales process
Dell - Broken promises in the sales process
Whilst looking at Dell XPS 13 2-in-1 notebooks online, the presales chat pops up and the operator, Vennela tells the machine is in stock. I ask about the active stylus pen and Vennela places me on hold before coming back and confirming it does include a pen. Only when...
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LadyScot
LadyScot

Dell builds computers to customer specification. That is why it you have two choices on the pages: ADD TO CART or CUSTOMIZE AND BUY.Now, you will also note that they also say ...

#987858
Resolved
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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Resolved

Resolved: Dell Customer Service (Again)

I purchased a Dell Inspiron 15 7537 from Costco on July 25, 2015, it was the demo / floor model. Unfortunately and probably because it was a floor model, the back light doesn't work on the keyboard - No big deal so I submitted a warranty request to Dell Support. Here are the instructions from Dell "You will now receive your support request confirmation number via e-mail." The primary contact was set to "email" - The request was sent on August 4, 2015. More than a month later, no one has contacted me and the service request has been open for more than a month without even a contact except for the email that indicated that they received the request. I have tried "Online Chat" but they have been closed each time I have tried. I can't call since where I work I don't have phone access. Should I take the laptop back to Costco or wait for Dell Support? (Close to Salt Lake City, Utah)
4.0
Details
Customer service
Diversity of Products or Services
Price Affordability
Product or Service Quality
Style and Design
Warranty
I liked
  • Price performance is good for this product
I didn't like
  • Strung along for months
  • Customer service
#699685
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Resolved

Resolved: Dell - Sent unordered computer and monitor

I purchased a single OptiPlex 3020 and Dell monitor for a third party in August 2014. Dell duplicated the order and sent me two computers and monitors. They billed my credit card for both systems. Dell delivered both systems directly to the third party. One computer was setup and is currently being used. The second, unordered computer and monitor were put aside at the third party's location and never removed from their original boxes. I did NOT order the second computer or monitor. There is a limited return policy for ORDERED computers. However, Sondra from the Returns Department at Dell decided that there was a time limit for the return of the UNORDERED computer and monitor, even though Dell erroneously sent this unordered additional system to the third party. I asked Sondra if I could talk to her manager or a higher-level Dell representative. She stated there were no other people above her level that I could contact via phone, email or any other method. I asked her if there was another department, I could contact, like a complaint department. Sondra stated that Dell did not have a complaint department and that they are in the business of selling computers not accepting complaints. I do not believe that Dell has a policy to return unordered computers or monitors. I believe that Sondra at Dell’s Returns Department made an arbitrary decision to disallow the return of unordered computer equipment. I eventually picked up the unordered computer and monitor form the third party. The computer and monitor were not removed from their original boxes. Currently, the unordered computer and monitor are sitting in their original packaging at my house. I already have a computer and have no need for this paperweight. Dell never returned the erroneous charge against my credit card. I will never recommend working with Dell as a company or the purchase any Dell product again. Other general complaints: The third party has its' own backup software. I asked Dell to remove its backup software before shipping the computer. Dell loaded the backup software onto the computer anyway. I used to purchase Dell computers for personal and business needs in the 1990s before the quality of Dell's products dropped. Dell's laptop and desktop Inspiron and XPS series received terrible reviews and appeared to have a short lifespan. However, other reviews indicated that the Dell OptiPlex was reliable. Dell as a company is unreliable, even if the OptiPlex is okay. Please read the reviews on Dell product quality, the reliability of the Dell brand and Dell as a company before you purchase any of their products.
1.3
Details
Customer service
Diversity of Products or Services
Product or Service Quality
Style and Design
I didn't like
  • Unauthorized charges
#572372
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Resolved
Dell Computer support is ineffective
I am having a problem with or runaround with Dell customer support. 1) several attempts to resolve problems using "Chat" service were unsuccessful because the Chat service has been disabled but is still listed on their website as an option. 2) Calling India (yes still...
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Video7
Video7

\"your \"video\" on youtube made absolutely no sense. Poor quality and low volume on audio made for an exercise in futility\" Sorry about your interpretation of the video. ...

nikalseyn
nikalseyn

Addendum: I just checked on HP and found they have terrible customer support and it also is in India. Zounds!! If you want to know about a company\'s customer service, follow ...

#294259