Below you will find countless efforts over man hours of my time and my employees time dealing with this same issue with DellOver emails from customer service reps, tech support rep, managers RE: Yes still having the same problems , I have have been having since purchased From: Date: Mon, Oct 10, 8:am To: [redacted] @ [redacted] .com Subject: Service Request [redacted] Hi, I'm currently following up on your service case, I would like to confirm if you're still having problems w/ your system that we could assist you withPlease reply if you still have concernsIn the event that we don't get any customer reply we set the service request for closureWe can always reopen the case for the time being when it's already archived given the appropriate time from when the case was closedAll of the records are logged on your account for future reference Kind Regards, [redacted] Dell | Technical Support Su
I ordered a laptop computer on July 10, (Order # [redacted] ) (Dell Purchase ID # [redacted] ) for a total of $1, I received an email that the package had shipped on July 16, Dell requested the shipment be returned to them on July 20, and I never received the laptop at my residence I was told the order was cancelled and I would receive a refund within 3-days I have made numerous attempts to get information on the status of my refund The latest customer service rep said that the refund was "posted" (I assume posted in Dell's system??) on July 26, and that the money should be back in my account within hours Here it is August 8, and the refund is still not in my account Every time I call Dell I am transferred at the minimum seven times and cannot get a straight answer from any of the representatives I would like the money refunded to the credit card used at the time of the purchase as soon as possible
I purchased a Dell Inspiron i5765-1317GRY 17.3" FHD 7th Gen from a third party vendor from Jet.com on February 16, Shortly after opening a brand new laptop, it lacked power and efficiency and instantly began to lock up-not allowing me to go online or use the keyboardBy March 21, I had had enough and called Dell Support to get a solution to the problemI was handled over to several customer service reps, all of whom I had extreme difficulty understanding (not that this is their fault for having thick accents, but it made the situation even more maddening)After getting no where with the average worker and receiving robot-like replies that they are prompted to do when handling a complaint, I demanded to speak to the highest ranking authority to get the situation resolved (this was after I was informed I would have to download Dell's recovery OR I would have to pay them $to send me software to recover their busted system on a brand new notebook)I was sent to a heighten
I ordered a replacement motherboard for a Dell 15Z L511Z (I7-2640M,2G) computer from Dell on July 24, Part was expected to be delivered Aug1, I contacted Dell on July 30, to check on delivery Dell rep said there were no backlogs and my order was set as scheduled I didn’t receive my order on Augand contacted Dell a day after I was told of a delay by Dell Technical TeamThe Dell rep informed me that they would cancel the July order and place another order to have the part delivered by Aug9, I requested to speak with a Dell Manager Case was escalated to Dell Resolution Team Dell Manager, [redacted] ***, contacted me on Aug3, I was told that replacement motherboard was no longer availableMy order was cancelled for the second time I purchased the computer back in Nov Since my computer was purchased within seven years, this violate Section 1793.03, "manufacturers of electronic devices worth at least $"shall make availabl
Dear Revdex.com/Dell Marketing L.L.P, On March 6, I placed an on-line order [redacted] /or as redirected from there) for a Dell Inspiron Series Series (Model 7560), Laptop Computer Later that month my acceptance of the physical delivery of this laptop from FedEx was declined because the shipping container presented had what appeared to be "puncture damage" I received email notice that this shipping damaged package was returned by FedEx to a Dell location shown only as "Chicago" Since then I have been in multiple email, telephone, "on-line chat session" and even two "Twitter" messages to "@ [redacted] " without any success in getting a Dell Model Laptop delivered to me The email dialog's have been unproductive as the Dell email representatives do not seem to understand that no laptop has yet been delivered (per shipping damage above) The telephone dialog's have, at least twice, resulted in a verbal response from the Dell representative something
I placed an order for a TV on The order said shipped The order was never received I spoke to an agent on when the customer service heard the details I was told the order was cancelled and it would be credited to my account with in 24-hours Instead a bill was sent to my house for the T.V that was never received I called Dell and spoke to a representative at which I spelled it all out again Finally with no help the customer service manager got on the line She said, they would ask UPS to investigate and until they followed up they would not help me I was frustrated asking for an email follow up ASAP and for them to credit my account The Customer Service Manager then hung up on me I called Dell again trying to get this resolved but have not yet This is the worst service I have ever seen and refused to pay for an Item I never received Order # [redacted] Tracking Number # [redacted] - Ordered Date 1/17/ [redacted] Shipped
Tonight I had an issue with my almost brand new Dell XPS For some odd reason my new laptop (which was originally delivered late) decided to stop booting past the Dell logo screen I tried using the power button, I tried CTR/ALT/DEL then I called your technical support (1-800-847-4096) at 00:on March 19th, My call was initially answered by a female identifying herself at Katryll (later provided with the employee number of From the first word she was rude, condescending and clearly interested in doing as little as possible to help meShe asked me for computer identification numbers that supposed are on a sticker on the bottom of EVERY dell computerWhen I explained that there was no sticker and no number on my computer anywhere she simply told me that she could not help me and that I would not be able to receive any help for hours until the customer service department openedI explained that I needed to finish work and could not wait that log I asked if she could not identify this information through her system based on my personal details She asked my phone number then told me that there was no record based on that information and again said that there was no way to possibly help me resolve the issue I asked to speak to her supervisor and was put on hold The next person I spoke to, who identified himself as Kenny #189567, basically reiterated the same information Despite me providing the information that I had a XPS13, bought in the past months through Dell.ca and providing my full name, phone number and email address he stated that he could not find me in the system as there were "too many people" with that name I asked him if he could not try some general restart solutions but he stated that there were too many versions of an XPSout there to even attempt generic solutions At one point, when I was again placed on hold, I was disconnected In the end your support people did not provide me with any support They did not advise me who or how I connect with anyone that could help me nor did they seem at all interested in ensuring a happy customer I have been an Apple customer for the past years after switching due to a previous bad experience with a Dell laptop When my Airbook came to the end of its life my father insisted that Dell had improved and that I would be very happy with their new XPSwith Windows I decided that saving the $was worth a shot and ordered a Dell months later I am realizing that it was a very bad decision and that $is a small additional price to pay for a reliable product and great customer service Tonight was the last in dozens of small issues I have been having with my new Dell laptop After using my Iphone to google solutions for a stuck Dell I tried one of the solutions suggested on a community forum They suggested trying to hold down the Fkey while pressing the power button I tried it and it worked I find it incredibly surprising that your technical support team could not have made this suggestion In fact they seemed completely unwilling to help me in any way and wasted minute of all of our time trying to avoid helping their customer I would greatly appreciate if you could put me in contact with the department with whom I speak to about returning this laptop (and the portable hard drive I ordered that has not yet arrived) Don't worry, I will be letting everyone I know about the horrible experience I have had with your company Even if I don't get any of my money back I will try my best to ensure no one else supports your company again
This is my second complaint for the same issue In February I filed a Revdex.com complaint about a computer that was clearly defective, as it was having the same issue over and over again We had paid for the extended warranty for this computer, and were repeatedly asked to send it in for service, leaving us without a computer After a great deal of effort with Dell's escalation department, I was finally connected to the senior supervisor, [redacted] *** He asked that I give Dell one more opportunity to fix the computer, and told me over the phone that if I agree to this and the issue happens again, he will replace the computer with a new one I agreed to his terms, and asked for an email address to contact him directly should the need arise Dell fixed the computer, and six months later the exact same issue arose I contacted [redacted] directly under the assumption that he would honor our agreement, but he claimed to have never spoken to me and told me Dell would not replace the comp
since Feb of I have been having problems with the computer being very slow and freezing, several attempts by dell service to repair it, and finally they said to sent it in, which I did, they removed windows and replaced with windows ( I wouldn't care if it worked) well the computer came back with the same problems it went out with, and now they want to start on line repair again I have spent so many hours with this, and now they are giving me a whole day to wait for them to call and remotely repair (ha ha)
I bought a new Dell computer at [redacted] in [redacted] , [redacted] July 25, From the first day I had it I had problems with it I called Dell the first day & told them the problem & they told me what to doI could not get it to turn on after a Dell update They told me to take the battery out for a few seconds & then replace it It worked for a few days & then started having the same problemIt would not turn on after being shut down for the night I contacted Dell again & they said I would have to ship it to them for repair so I agreed They had it for a few days & then I got it back but it was not repaired as they said it wasThey had replaced some cables The next time I shipped it back they replaced the motherboard & it still wasn't fixed The 3rd time I send it back they said they replaced the fan, Heatsink, & main logic board They didn't replace the main logic board as I didn't have to reinstall any of my programs & if they had replace
I called Dell December at 512-338-a number that was given to me by a Dell representative as the Dell Escalation Complaint Division; it turned out to be the regular Dell phone number I asked to talk to a supervisor, but was denied, I explained I wanted to share my unpleasant experience and get feedback, I was transferred to an individual Satina, who also denied me the opportunity to talk to a supervisor, and transferred me to Hemanth, who told me the only way to file a complaint is to mail it to the Dell Address, Dell Way, Round Rock Texas, 78682, I asked to be transferred to the department so I could return the computer, and was transferred three times before talking to Gerardo, who could not get the return order processed without the service tag off the computer, I explained I’m not at home and all I have is the Dell Id number #**SSN**, he contained to badger me about the service tag number, I asked to talk to a supervisor and he replied the supervisor will need the service tag number, I was placed on hold several times, and he finely told me they were able to get the service tag number from the order, and I would have a shipping label in to business days This was a very unpleasant experience which resulted in an additional expenses since I have to purchase a computer while waiting to return this computer Overall experience: personnel are extremely unprofessional, and no customer service skills at all, and are not business oriented with an attitude of either buy dell or go elsewhere I also believe the personnel are inexperienced and don’t care about customer service after the sale This is the second complaint I’ve filed, but overall I’ve had approximately to bad experiences over the last years, but just chalked it up as customer service representative having a bad day, so I decided it’s time to put it in writing
I ordered a computer via Dell's website on 5/(order number [redacted] ), and was given an estimated arrival date of 5/to 5/A confirmation email was sent 5/On 5/12, I logged into the order status webpage to check the status of my order, and saw that it was still marked as "Processing." I called the customer service line, and a very helpful agent spent about min checking into various issues, and told me that there was a hold placed on the order, but that there was no reason for the holdHe told me that he could not take the hold off, but gave me the number of the "Verification Dept" and told me they would be able to take care of itI called the Verification Depton 5/12, and was on hold for minutes until I finally gave upI also called PayPay (which I used to pay for the order), and they informed me that there was no issue with the payment (which showed up as a pending transaction)PayPal stated that they were just waiting for Dell to accept the fundsOn 5/13, I cal
I have a alienware laptop that I purchased in December and it came with a one year warranty and they also got me to purchase to other premium warranties for $and it seems they are useless I called the service help desk because the computer would not turn on after one hour on the phone they said the computer had to go back them to fix they would send a box and label to return the computer for service at that time they said it would cost me nothing and they didn't even offer the home service to repair the computer which they sold me after sending the computer back I heard nothing from them until I see a email that the repair was put on hold so I should contract out warranty number which I did I spoke to a man that told me that first I drop the computer which is a lie then after I proceeded to pressure him about accusing me about dropping the laptop he hung up the phone on meSo them I called back and I ask for a supervisor (***) was the men I spoke to he also inferred t
I purchased a laptop that was advertised as including a free TV The purchase price of the laptop was $plus a $environmental fee and tax of $for a total of $ I upgraded the TV to a better model for an additional $ I was charged $plus $for tax for a total of $for the free TV I contacted customer support via online chat and spoke to [redacted] who informed me the price of the computer was $ I was disconnected from her and called the number and spoke to [redacted] in the customer care Department He informed me the additional cost was because year of McAfee and a Limited Hardware Warranty was added and because of tax reasons they could not ship the free TV at cost I did not add these items and asked for a refund He connected me to the refund department The lady I spoke to informed me that year of McAfee was added for $and year of premium Support at $(total of $174) was added to the cost of the TV These
When I requested a quote to computer monitors on 3/via a chat session, the sales rep created a quote of approx$/ monitor and said he sent it to email account I never received the quote via email I sent an email to the address mentioned in the chat session to request the quote again but got no response So I tried more chat sessions to try and get the original quote number and have it resent to me In all attempts, they created new quotes with higher prices "TIP_ [redacted] *" couldn't find the 3/quote (new quote [redacted] , $ea) and "TIP_ [redacted] *" didn't understand anything and only wanted to create a new quote The last person "TIP_ [redacted] **" said that they had the correct quote number from 3/but resending it updated the price and also when ordering from the quote that the prices would automatically be updated to current prices of $(which isn't true based on $quote from yesterday) The other issue with the "supposed 3/quote number" (***
If you're considering buying a Dell PC but aren't sure, I'm hoping this review helps This is what you can expect should your PC die shortly after purchase The best part of all of this is the Supervisor Gail writes "Your satisfaction is our topmost priority." in her introduction email Absolutely horrible customer service and their "warranty" isn't a warranty In a nutshell, my computer died after months and their year "warranty" doesn't include replacements You have to ship it back for them to refurbish it if you manage to get that far, which includes several hours on the phone with remedial and irrelevant troubleshooting by various tech levels I was fought tooth and nail and Dell eventually just refused to replace it Apparently, after reading a ton of online reviews, many of their PC are "Frankenstein'd" together using leftover and outdated / incompatible components then sold for a quick buck Here is an email string from a supervisor named "Gail" after about hours on my end with tech support and emailing back and forth -------- Original message -------- From: Gail_ Date: 1/31/2:PM (GMT-07:00)Subject: Hi Martin, We are not declining the request but system replacement is not a good option at this pointI see here that there were no history of repairs on this computer which we can take advantage of the warranty of your computerThe process will take to bussiness which include the shipment of the computerPlease let me know if you prefer to discuss this over the phone and I'll setup the call back for you Thank you, Gail Dell | Team Manager 9:30AM-6:00PM Central Standard Time Friday to Wednesday --- Original Message --- Received: 2/1/2:22:AM CST To: "Gail_873805" Subject: RE: Re: Dell S Hi Gail, Are you refusing to replace my PC? I already spent hours in the phone with your tech and it was a complete waste of time Why would I do this again? -------- Original message -------- From: Gail_ Date: 1/31/9:AM (GMT-07:00) Subject: RE: Re: Dell SR Hi Martin, I appreciate your feedback as this will help us on improving our servicesI am sorry to hear that you have been experiencing this kind of issue on your computer for some time alreadyIs there any way that we can setup a call back today so that I can have one of my senior technician to call you and provide a resolution and a better option if possible? Thank you, Gail Dell | Team Manager 9:30AM-6:00PM Central Standard Time Friday to Wednesday --- Original Message --- Received: 1/31/8:51:AM CST To: "Gail_873805" Subject: Re: Dell SR Hi Gail, I appreciate the follow upI was planning on calling back in today to speak with a supervisor but decided against it As of now, I do not intend on doing business with Dell again as it is incredibly time consuming and resolution seems futile should an issue come up I bought my PC about months months ago with the understanding it had a year warranty Over the past few weeks, the PCs sound is unresponsive and dead and it's shutting itself down spontaneously Sometimes the sound works and sometimes it doesn't Sometimes when I reboot the sound is good and sometimes not I've tested everything imaginable prior to calling Dell for support, updated drivers, changed cables, monitors, ran through hardware software troubleshootimlng etc Something is wrong with the PC Despite this, and after informing Paolo of this, I spent about an hour and a half in the phone yesterday doing the same things with no resolution PC is still broken After Paolo finished troubleshooting he explained that Norton Anti-virus was causing the issue or issues which makes no sense to me I've never used / configured the program and it's been been dormant since I got the PC In any event, it's still brokenI told Paolo all of this and asked him if I needed to go through all of this again if my PC was still experiencing the same issues and he told me we would need to do more troubleshooting and that a replacement wasn't possible despite it being under warranty As a last resort I could sent it back to Dell and have them try to fix it I do not want to be stuck with a lemon and do not have funds to buy another one and can't be without a PC as I use it daily for work Id expect with Dell or any other reputable company to honor a year warranty and replace the unit without pulling teeth and fighting tooth and nail Paolo was.polite and professional in every way but I feel yesterday's call was a waste of time and I'm still stuck with a bad PC Thanks for listening and sorry for the rant, didn't expect to have to go through this Please let me know if you can help and what my options are Thanks much Martin -------- Original message -------- From: Gail_ Date: 1/30/4:PM (GMT-07:00) Subject: Dell SR Hi Martin, This is Gail, the supervisor of Paolo whom you spoke with recently from Dell Technical SupportI understand that we have assisted you in troubleshooting issue on your systemI just wanted to follow up with you to ensure everything was resolved to your satisfaction Your satisfaction is our topmost priorityFeel free to share any feedback from the service you received from us Your feedback will be strictly confidential which will be used for the improvement of Dell Technical Support Service Thank you, Gai Dell | Team Manager 9:30AM-6:00PM Central Standard Time Friday to Wednesday
I purchased to separate items on two separate days each item claimed to include a $rebate in the form of a gift card would be mailed to me after purchase I never received the gift cards and after many, many hours dealing with various departments at DELL they eventually gave me a coupon code for $off my next order First, the original deal was a gift card that could be used anywhere, not just on another DELL order Second, the coupon code only covers half of what they owe This is advertising They advertised a $gift card rebate for each of the separate orders and I have never received them
I bought a new Inspiron One system on February 23, Since the day that the computer came I've had issues with itI've had techs come out to my house to replace numerous parts on it while it was under warranty A few months ago, while going through the Add/Remove Feature of the Control Panel I removed all of the software that was "planted" on my computer when Dell tried to repair the computerThe software allows remote access to the computer from their endBeing that I wasn't having any issues I removed all the spywareWithin WEEKS I start getting calls from Dell representatives telling me, no DEMANDING that I allow them access into my computer for "security updates." They would call with paranoia-inducing claims like "You have a virus on your computer and its destroying your hardware!!!!" So I asked the rep for the file path to the virus so I can manually remove itThe tech tells me that she doesn't have that informationI then asked what the name of the virus was
Below you will find countless efforts over man hours of my time and my employees time dealing with this same issue with DellOver emails from customer service reps, tech support rep, managers RE: Yes still having the same problems , I have have been having since purchased From: Date: Mon, Oct 10, 8:am To: [redacted] @ [redacted] .com Subject: Service Request [redacted] Hi, I'm currently following up on your service case, I would like to confirm if you're still having problems w/ your system that we could assist you withPlease reply if you still have concernsIn the event that we don't get any customer reply we set the service request for closureWe can always reopen the case for the time being when it's already archived given the appropriate time from when the case was closedAll of the records are logged on your account for future reference Kind Regards, [redacted] Dell | Technical Support Su
I ordered a laptop computer on July 10, (Order # [redacted] ) (Dell Purchase ID # [redacted] ) for a total of $1, I received an email that the package had shipped on July 16, Dell requested the shipment be returned to them on July 20, and I never received the laptop at my residence I was told the order was cancelled and I would receive a refund within 3-days I have made numerous attempts to get information on the status of my refund The latest customer service rep said that the refund was "posted" (I assume posted in Dell's system??) on July 26, and that the money should be back in my account within hours Here it is August 8, and the refund is still not in my account Every time I call Dell I am transferred at the minimum seven times and cannot get a straight answer from any of the representatives I would like the money refunded to the credit card used at the time of the purchase as soon as possible
I purchased a Dell Inspiron i5765-1317GRY 17.3" FHD 7th Gen from a third party vendor from Jet.com on February 16, Shortly after opening a brand new laptop, it lacked power and efficiency and instantly began to lock up-not allowing me to go online or use the keyboardBy March 21, I had had enough and called Dell Support to get a solution to the problemI was handled over to several customer service reps, all of whom I had extreme difficulty understanding (not that this is their fault for having thick accents, but it made the situation even more maddening)After getting no where with the average worker and receiving robot-like replies that they are prompted to do when handling a complaint, I demanded to speak to the highest ranking authority to get the situation resolved (this was after I was informed I would have to download Dell's recovery OR I would have to pay them $to send me software to recover their busted system on a brand new notebook)I was sent to a heighten
I ordered a replacement motherboard for a Dell 15Z L511Z (I7-2640M,2G) computer from Dell on July 24, Part was expected to be delivered Aug1, I contacted Dell on July 30, to check on delivery Dell rep said there were no backlogs and my order was set as scheduled I didn’t receive my order on Augand contacted Dell a day after I was told of a delay by Dell Technical TeamThe Dell rep informed me that they would cancel the July order and place another order to have the part delivered by Aug9, I requested to speak with a Dell Manager Case was escalated to Dell Resolution Team Dell Manager, [redacted] ***, contacted me on Aug3, I was told that replacement motherboard was no longer availableMy order was cancelled for the second time I purchased the computer back in Nov Since my computer was purchased within seven years, this violate Section 1793.03, "manufacturers of electronic devices worth at least $"shall make availabl
Dear Revdex.com/Dell Marketing L.L.P, On March 6, I placed an on-line order [redacted] /or as redirected from there) for a Dell Inspiron Series Series (Model 7560), Laptop Computer Later that month my acceptance of the physical delivery of this laptop from FedEx was declined because the shipping container presented had what appeared to be "puncture damage" I received email notice that this shipping damaged package was returned by FedEx to a Dell location shown only as "Chicago" Since then I have been in multiple email, telephone, "on-line chat session" and even two "Twitter" messages to "@ [redacted] " without any success in getting a Dell Model Laptop delivered to me The email dialog's have been unproductive as the Dell email representatives do not seem to understand that no laptop has yet been delivered (per shipping damage above) The telephone dialog's have, at least twice, resulted in a verbal response from the Dell representative something
Order [redacted] ( Dell Purchase ID [redacted] ) was cancelled but the $gift card was not refunded
I placed an order for a TV on The order said shipped The order was never received I spoke to an agent on when the customer service heard the details I was told the order was cancelled and it would be credited to my account with in 24-hours Instead a bill was sent to my house for the T.V that was never received I called Dell and spoke to a representative at which I spelled it all out again Finally with no help the customer service manager got on the line She said, they would ask UPS to investigate and until they followed up they would not help me I was frustrated asking for an email follow up ASAP and for them to credit my account The Customer Service Manager then hung up on me I called Dell again trying to get this resolved but have not yet This is the worst service I have ever seen and refused to pay for an Item I never received Order # [redacted] Tracking Number # [redacted] - Ordered Date 1/17/ [redacted] Shipped
Tonight I had an issue with my almost brand new Dell XPS For some odd reason my new laptop (which was originally delivered late) decided to stop booting past the Dell logo screen I tried using the power button, I tried CTR/ALT/DEL then I called your technical support (1-800-847-4096) at 00:on March 19th, My call was initially answered by a female identifying herself at Katryll (later provided with the employee number of From the first word she was rude, condescending and clearly interested in doing as little as possible to help meShe asked me for computer identification numbers that supposed are on a sticker on the bottom of EVERY dell computerWhen I explained that there was no sticker and no number on my computer anywhere she simply told me that she could not help me and that I would not be able to receive any help for hours until the customer service department openedI explained that I needed to finish work and could not wait that log I asked if she could not identify this information through her system based on my personal details She asked my phone number then told me that there was no record based on that information and again said that there was no way to possibly help me resolve the issue I asked to speak to her supervisor and was put on hold The next person I spoke to, who identified himself as Kenny #189567, basically reiterated the same information Despite me providing the information that I had a XPS13, bought in the past months through Dell.ca and providing my full name, phone number and email address he stated that he could not find me in the system as there were "too many people" with that name I asked him if he could not try some general restart solutions but he stated that there were too many versions of an XPSout there to even attempt generic solutions At one point, when I was again placed on hold, I was disconnected In the end your support people did not provide me with any support They did not advise me who or how I connect with anyone that could help me nor did they seem at all interested in ensuring a happy customer I have been an Apple customer for the past years after switching due to a previous bad experience with a Dell laptop When my Airbook came to the end of its life my father insisted that Dell had improved and that I would be very happy with their new XPSwith Windows I decided that saving the $was worth a shot and ordered a Dell months later I am realizing that it was a very bad decision and that $is a small additional price to pay for a reliable product and great customer service Tonight was the last in dozens of small issues I have been having with my new Dell laptop After using my Iphone to google solutions for a stuck Dell I tried one of the solutions suggested on a community forum They suggested trying to hold down the Fkey while pressing the power button I tried it and it worked I find it incredibly surprising that your technical support team could not have made this suggestion In fact they seemed completely unwilling to help me in any way and wasted minute of all of our time trying to avoid helping their customer I would greatly appreciate if you could put me in contact with the department with whom I speak to about returning this laptop (and the portable hard drive I ordered that has not yet arrived) Don't worry, I will be letting everyone I know about the horrible experience I have had with your company Even if I don't get any of my money back I will try my best to ensure no one else supports your company again
This is my second complaint for the same issue In February I filed a Revdex.com complaint about a computer that was clearly defective, as it was having the same issue over and over again We had paid for the extended warranty for this computer, and were repeatedly asked to send it in for service, leaving us without a computer After a great deal of effort with Dell's escalation department, I was finally connected to the senior supervisor, [redacted] *** He asked that I give Dell one more opportunity to fix the computer, and told me over the phone that if I agree to this and the issue happens again, he will replace the computer with a new one I agreed to his terms, and asked for an email address to contact him directly should the need arise Dell fixed the computer, and six months later the exact same issue arose I contacted [redacted] directly under the assumption that he would honor our agreement, but he claimed to have never spoken to me and told me Dell would not replace the comp
since Feb of I have been having problems with the computer being very slow and freezing, several attempts by dell service to repair it, and finally they said to sent it in, which I did, they removed windows and replaced with windows ( I wouldn't care if it worked) well the computer came back with the same problems it went out with, and now they want to start on line repair again I have spent so many hours with this, and now they are giving me a whole day to wait for them to call and remotely repair (ha ha)
I bought a new Dell computer at [redacted] in [redacted] , [redacted] July 25, From the first day I had it I had problems with it I called Dell the first day & told them the problem & they told me what to doI could not get it to turn on after a Dell update They told me to take the battery out for a few seconds & then replace it It worked for a few days & then started having the same problemIt would not turn on after being shut down for the night I contacted Dell again & they said I would have to ship it to them for repair so I agreed They had it for a few days & then I got it back but it was not repaired as they said it wasThey had replaced some cables The next time I shipped it back they replaced the motherboard & it still wasn't fixed The 3rd time I send it back they said they replaced the fan, Heatsink, & main logic board They didn't replace the main logic board as I didn't have to reinstall any of my programs & if they had replace
I called Dell December at 512-338-a number that was given to me by a Dell representative as the Dell Escalation Complaint Division; it turned out to be the regular Dell phone number I asked to talk to a supervisor, but was denied, I explained I wanted to share my unpleasant experience and get feedback, I was transferred to an individual Satina, who also denied me the opportunity to talk to a supervisor, and transferred me to Hemanth, who told me the only way to file a complaint is to mail it to the Dell Address, Dell Way, Round Rock Texas, 78682, I asked to be transferred to the department so I could return the computer, and was transferred three times before talking to Gerardo, who could not get the return order processed without the service tag off the computer, I explained I’m not at home and all I have is the Dell Id number #**SSN**, he contained to badger me about the service tag number, I asked to talk to a supervisor and he replied the supervisor will need the service tag number, I was placed on hold several times, and he finely told me they were able to get the service tag number from the order, and I would have a shipping label in to business days This was a very unpleasant experience which resulted in an additional expenses since I have to purchase a computer while waiting to return this computer Overall experience: personnel are extremely unprofessional, and no customer service skills at all, and are not business oriented with an attitude of either buy dell or go elsewhere I also believe the personnel are inexperienced and don’t care about customer service after the sale This is the second complaint I’ve filed, but overall I’ve had approximately to bad experiences over the last years, but just chalked it up as customer service representative having a bad day, so I decided it’s time to put it in writing
I ordered a computer via Dell's website on 5/(order number [redacted] ), and was given an estimated arrival date of 5/to 5/A confirmation email was sent 5/On 5/12, I logged into the order status webpage to check the status of my order, and saw that it was still marked as "Processing." I called the customer service line, and a very helpful agent spent about min checking into various issues, and told me that there was a hold placed on the order, but that there was no reason for the holdHe told me that he could not take the hold off, but gave me the number of the "Verification Dept" and told me they would be able to take care of itI called the Verification Depton 5/12, and was on hold for minutes until I finally gave upI also called PayPay (which I used to pay for the order), and they informed me that there was no issue with the payment (which showed up as a pending transaction)PayPal stated that they were just waiting for Dell to accept the fundsOn 5/13, I cal
I have a alienware laptop that I purchased in December and it came with a one year warranty and they also got me to purchase to other premium warranties for $and it seems they are useless I called the service help desk because the computer would not turn on after one hour on the phone they said the computer had to go back them to fix they would send a box and label to return the computer for service at that time they said it would cost me nothing and they didn't even offer the home service to repair the computer which they sold me after sending the computer back I heard nothing from them until I see a email that the repair was put on hold so I should contract out warranty number which I did I spoke to a man that told me that first I drop the computer which is a lie then after I proceeded to pressure him about accusing me about dropping the laptop he hung up the phone on meSo them I called back and I ask for a supervisor (***) was the men I spoke to he also inferred t
Called about an order complaint Spent over hours on the phone Problem is still not resolved I was overcharged and they are refusing to refund my order
I purchased a laptop that was advertised as including a free TV The purchase price of the laptop was $plus a $environmental fee and tax of $for a total of $ I upgraded the TV to a better model for an additional $ I was charged $plus $for tax for a total of $for the free TV I contacted customer support via online chat and spoke to [redacted] who informed me the price of the computer was $ I was disconnected from her and called the number and spoke to [redacted] in the customer care Department He informed me the additional cost was because year of McAfee and a Limited Hardware Warranty was added and because of tax reasons they could not ship the free TV at cost I did not add these items and asked for a refund He connected me to the refund department The lady I spoke to informed me that year of McAfee was added for $and year of premium Support at $(total of $174) was added to the cost of the TV These
When I requested a quote to computer monitors on 3/via a chat session, the sales rep created a quote of approx$/ monitor and said he sent it to email account I never received the quote via email I sent an email to the address mentioned in the chat session to request the quote again but got no response So I tried more chat sessions to try and get the original quote number and have it resent to me In all attempts, they created new quotes with higher prices "TIP_ [redacted] *" couldn't find the 3/quote (new quote [redacted] , $ea) and "TIP_ [redacted] *" didn't understand anything and only wanted to create a new quote The last person "TIP_ [redacted] **" said that they had the correct quote number from 3/but resending it updated the price and also when ordering from the quote that the prices would automatically be updated to current prices of $(which isn't true based on $quote from yesterday) The other issue with the "supposed 3/quote number" (***
If you're considering buying a Dell PC but aren't sure, I'm hoping this review helps This is what you can expect should your PC die shortly after purchase The best part of all of this is the Supervisor Gail writes "Your satisfaction is our topmost priority." in her introduction email Absolutely horrible customer service and their "warranty" isn't a warranty In a nutshell, my computer died after months and their year "warranty" doesn't include replacements You have to ship it back for them to refurbish it if you manage to get that far, which includes several hours on the phone with remedial and irrelevant troubleshooting by various tech levels I was fought tooth and nail and Dell eventually just refused to replace it Apparently, after reading a ton of online reviews, many of their PC are "Frankenstein'd" together using leftover and outdated / incompatible components then sold for a quick buck Here is an email string from a supervisor named "Gail" after about hours on my end with tech support and emailing back and forth -------- Original message -------- From: Gail_ Date: 1/31/2:PM (GMT-07:00)Subject: Hi Martin, We are not declining the request but system replacement is not a good option at this pointI see here that there were no history of repairs on this computer which we can take advantage of the warranty of your computerThe process will take to bussiness which include the shipment of the computerPlease let me know if you prefer to discuss this over the phone and I'll setup the call back for you Thank you, Gail Dell | Team Manager 9:30AM-6:00PM Central Standard Time Friday to Wednesday --- Original Message --- Received: 2/1/2:22:AM CST To: "Gail_873805" Subject: RE: Re: Dell S Hi Gail, Are you refusing to replace my PC? I already spent hours in the phone with your tech and it was a complete waste of time Why would I do this again? -------- Original message -------- From: Gail_ Date: 1/31/9:AM (GMT-07:00) Subject: RE: Re: Dell SR Hi Martin, I appreciate your feedback as this will help us on improving our servicesI am sorry to hear that you have been experiencing this kind of issue on your computer for some time alreadyIs there any way that we can setup a call back today so that I can have one of my senior technician to call you and provide a resolution and a better option if possible? Thank you, Gail Dell | Team Manager 9:30AM-6:00PM Central Standard Time Friday to Wednesday --- Original Message --- Received: 1/31/8:51:AM CST To: "Gail_873805" Subject: Re: Dell SR Hi Gail, I appreciate the follow upI was planning on calling back in today to speak with a supervisor but decided against it As of now, I do not intend on doing business with Dell again as it is incredibly time consuming and resolution seems futile should an issue come up I bought my PC about months months ago with the understanding it had a year warranty Over the past few weeks, the PCs sound is unresponsive and dead and it's shutting itself down spontaneously Sometimes the sound works and sometimes it doesn't Sometimes when I reboot the sound is good and sometimes not I've tested everything imaginable prior to calling Dell for support, updated drivers, changed cables, monitors, ran through hardware software troubleshootimlng etc Something is wrong with the PC Despite this, and after informing Paolo of this, I spent about an hour and a half in the phone yesterday doing the same things with no resolution PC is still broken After Paolo finished troubleshooting he explained that Norton Anti-virus was causing the issue or issues which makes no sense to me I've never used / configured the program and it's been been dormant since I got the PC In any event, it's still brokenI told Paolo all of this and asked him if I needed to go through all of this again if my PC was still experiencing the same issues and he told me we would need to do more troubleshooting and that a replacement wasn't possible despite it being under warranty As a last resort I could sent it back to Dell and have them try to fix it I do not want to be stuck with a lemon and do not have funds to buy another one and can't be without a PC as I use it daily for work Id expect with Dell or any other reputable company to honor a year warranty and replace the unit without pulling teeth and fighting tooth and nail Paolo was.polite and professional in every way but I feel yesterday's call was a waste of time and I'm still stuck with a bad PC Thanks for listening and sorry for the rant, didn't expect to have to go through this Please let me know if you can help and what my options are Thanks much Martin -------- Original message -------- From: Gail_ Date: 1/30/4:PM (GMT-07:00) Subject: Dell SR Hi Martin, This is Gail, the supervisor of Paolo whom you spoke with recently from Dell Technical SupportI understand that we have assisted you in troubleshooting issue on your systemI just wanted to follow up with you to ensure everything was resolved to your satisfaction Your satisfaction is our topmost priorityFeel free to share any feedback from the service you received from us Your feedback will be strictly confidential which will be used for the improvement of Dell Technical Support Service Thank you, Gai Dell | Team Manager 9:30AM-6:00PM Central Standard Time Friday to Wednesday
I purchased to separate items on two separate days each item claimed to include a $rebate in the form of a gift card would be mailed to me after purchase I never received the gift cards and after many, many hours dealing with various departments at DELL they eventually gave me a coupon code for $off my next order First, the original deal was a gift card that could be used anywhere, not just on another DELL order Second, the coupon code only covers half of what they owe This is advertising They advertised a $gift card rebate for each of the separate orders and I have never received them
I bought a new Inspiron One system on February 23, Since the day that the computer came I've had issues with itI've had techs come out to my house to replace numerous parts on it while it was under warranty A few months ago, while going through the Add/Remove Feature of the Control Panel I removed all of the software that was "planted" on my computer when Dell tried to repair the computerThe software allows remote access to the computer from their endBeing that I wasn't having any issues I removed all the spywareWithin WEEKS I start getting calls from Dell representatives telling me, no DEMANDING that I allow them access into my computer for "security updates." They would call with paranoia-inducing claims like "You have a virus on your computer and its destroying your hardware!!!!" So I asked the rep for the file path to the virus so I can manually remove itThe tech tells me that she doesn't have that informationI then asked what the name of the virus was