Dell Computer Corporation Reviews

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Dell From Hell
Posted by on
I own a Latitude E6500 computer with a PRO SUPPORT CONTRACT, that I purchased from the Dell internet site, which is an UPGRADED CONTRACT that affords one to have on-site service/parts and labor within 24 hours. This is a small-business contract. My business depends FULLY on the use of my computer. I have had Dell computers for ten years, after having MACs from the time they were first produced(and NEVER had a problem with a MAC!). In ten years, every DELL computer I have had has failed. Dell produces their hardware outside of the U.S. THEIR HARDWARE IS INFERIOR, GUARANTEED TO BREAK. I have lost three spindle hard drives in a year's time. Drives that are supposed to last at least five years or more. I never lost a drive from a MAC. In the loss of those HD's, I have lost my business!

The purpose of the UPGRADED BUSINESS contract is to repair or replace to make my business run smoothly and my life easier. After the third drive died, at the suggestion of the original developer of Microsoft, who is also a good friend, I requested that Dell replace the drive with a digital drive. Considering that I have spent countless hours out of work because of Dell's defective and incompetent equipment and people(including hours and hours and hours on the phone with tech support and waiting for new parts and then having to reinstall everything on each drive), it seemed to be a win-win for both me and Dell.

The real insanity began in attempting to rectify a horrible situation of the loss of my business. I got passed onto India to a woman named Sharon, who I could not understand her Indian accent, but discovered she was in the “Fraud Division” of Dell. I had to have her spell her conversation because it was almost impossible to understand her. When she slandered me by calling me a fraud, I was beyond upset. FRAUD???? For what??? Protecting my clients and myself?? It seems Dell was looking for the three drives, which they were FULLY AWARE AND ON NOTICE and IN AGREEMENT that I was retaining the drives until such time that I could locate a degaussing machine to be totally 100% sure my clients sensitive and highly personal information (including social security numbers, dates of birth, addresses and banking information) was gone to protect them and myself, as required by someone with integrity and professional licenses. Dell does not seem to think that is important. I, however, am committed to excellence and refuse to put my clients or myself at risk. Shame on Dell.
This has dragged on for months already. My business is still down. I wrote to Michael Dell and his attorneys, for which I have proof of receipt in November 2010, to attempt to get an explanation as to why Dell thinks I am a fraud. To date, I have had ABSOLUTELY NO RESPONSE! It is a very deep offense to slander and libel someone. I will not stand for the treatment Dell has lowered itself to. The operations of Dell leave a lot to be desired. Michael Dell and his staff sit in an Ivory Tower hiding like the children they are, fearful of dealing with their customers on a professional basis. Michael Dell and his BOD are so well-hidden, that it is impossible to get to someone in their Tower. Do they think they are GOD???
So, after many discussions with the limitless amount of overstaffed and incompetent employees at Dell, I had an agreement with a manager named Damon that said once the drives were returned, I would be given a system exchange for all the hardship Dell engaged in with me and my company. I was finally able to locate a reputable facility to degauss the drives and returned them to Dell with the provided shipping labels. Dell has had the drives for weeks, yet has not responded to the receipt of them. I attempted to contact the manager only to find he is out of the office until the end of January. I attempted to move this along faster and ended up in India again with that same dysfunctional, incompetent person, who should be cleaning bathrooms and not handling customer service as she is inept and angry at Americans, Sharon. Rather than keep their word, and more importantly, adhere to the contract I have with Dell, Sharon has taken it upon herself to cancel my contract (steal my money and kill my business) and say she is the only person in Dell (of all the millions of overstaffed, incompetent employees) that I can speak with. She refuses to put her manager on the phone. WHAT IS SHE HIDING ABOUT HERSELF? WHAT DOES SHE FEAR? HOW MANY MORE PEOPLE AND BUSINESSES HAS SHE SUCCEEDED IN HURTING? She refuses to do the right thing. Sharon has slandered me, libeled me and virtually put me out of business because DELL will not honor the contract they OFFERED TO ME AND I ACCEPTED (OFFER + ACCEPTANCE = CONTRACT), making Dell IN DEFAULT OF THE CONTRACT!!!!
I have attempted to contact legal and Michael Dell, to no avail. It seems legal only wants to speak with a lawyer. What happened to our Constitutional rights? There is no law in my country that forces one to hire a lawyer. We are entitled to act Pro Se. I now have a letter in to the Board of Directors of Dell. I am giving them 24 hours to reply. My next move, and it will be destructive to Dell, as I will not let a company that does not operate in integrity get away with this egregious behavior, is to engage the State Attorney General, the FCC and the FTC, along with ALL MEDIA AVENUES INCLUDING TV, RADIO AND PRINT. IT IS ABOUT TIME DELL GETS DEEPLY INVESTIGATED FOR THE FRAUD AND THEFT THEY HAVE ENGAGED IN, AND THAT THEY GET SHUT DOWN AND FINED FOR THEIR ACTIONS!!!! I FIND IT AMAZING THAT A COMPANY THAT LARGE DEPENDS ON ONE IGNORANT AND MEANSPIRITED INDIAN WOMAN TO MAKE DECISIONS THAT SHE IS INCOMPETENT TO DO!! Anyone up for a class action lawsuit? I am! Come join me and let’s put Dell out of business. They do not deserve to live the American Dream. How can they? They don’t even keep their business in the U. S., further putting up walls to attempt to protect themselves while they continue to defraud consumers with internet theft!!!!!
DON’T BUY DELL. YOU WILL END UP IN DELL HELL.
BUY MAC!!!!!!!
SHAME ON YOU, MICHAEL DELL!!!! YOU ARE A BIG REASON OUR COUNTRY IS IN THE MESS IT IS IN!!!!!
WHEN ARE YOU GOING TO DO THE RIGHT THING???????
     
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Ytropious on 01/29/2011:
Sorry I just have to point out that offer + Acceptance DOES NOT equal contract. I had classes in business law, trust me. If I offer my house for 200,000 and someone comes along and says I'LL TAKE IT, that does not equal a contract.
tnchuck100 on 01/29/2011:
Marty on 11/11/2014:
I purchased a new Dell 17.3" laptop March 2014. The motherboard (system board) had failed 3 times. Each time I had to take the Dell laptop to Fedex and ship it to Dell to have the motherboard replaced. Dell computers are junk. The unit has had 3 motherboards in 7 months.
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I'm In Dell Hell
Posted by on
ROUND ROCK, TEXAS -- In April, 2009, I was in the market for a new computer. We have always purchased Gateway computers and have had no problems or issues with them. I was a satisfied Gateway customer but my daughter insisted that I go with a Dell instead.

The computer was purchased on April 23, 2009. We were also charged tax on the shipping. We are told by the so-called Dell Resolution Team after we started actually having problems with the computer that the warranty clock starts ticking from the time of the purchase, even though you don’t actually have the computer to use. Therefore, it is not a true one year warranty.

At first, the problems were little quirky things, like the Internet freezing or the sound coming and going. We never thought twice about it. On

10-19-09, the computer would not boot at all. I tried pressing the enter key as instructed but received the same message. I turned the computer off and on several times. I unplugged the computer from the wall but still received the same message.

At that point, I called Dell’s Customer Service and that’s when I entered into a black hole that I refer to as “Dell Hell.”

My call was answered by a technician in India. Previously I was a medical transcriptionist for 23 years and have worked with doctors, interns, etc so I am well versed in foreign accents and the use and misuse of the English language. However, I had difficulty understanding this technician at times. A U. N. Interpreter shouldn’t be necessary to communicate with tech support for a product purchased in the United States. I could tell that she was quite annoyed with my repeated attempts to interpret what she was saying. She repeatedly asked me (very loudly) “Are you with me?” She had me take my computer apart, disconnect the hard drive and then reconnect it back up. She then advised me that the hard drive and the system board would need to be replaced, after which she asked if I could install the parts myself. Isn’t this a service that was provided with the purchase of my computer? When I told her that I could not install the parts, she laughed. She then had to check if there was a service technician available in my area. I had to inform her that my bill of sale states that I am entitled to “1 year In-Home Service.” She then informed me that the technician would be at my home on Wednesday. She confirmed my name, address and phone number. Then she tried to convince me that I needed to buy an external hard drive from Dell to back my information up. In fact, she strongly encouraged it.

Wednesday came and went, as did Thursday and when Friday came and I had not heard from anyone regarding this issue, I called the Dell Customer (No) Service department again. I asked to speak to a manager. Another Indian speaking gentleman came on the phone by the name of “Nathan” (support is from techs in India with pseudo-American names reading from scripts.) I told him that I wanted to speak to someone in the United States. He told me that was impossible and that from now on, my service would be through India. He informed me the technician attempted to call me three times but no one answered. I told him that since I have an answering machine with caller ID and that was impossible since no calls were recorded on either machine. He placed a conference call with Dell’s in-home service contractor. Apparently, the first Indian technician I spoke to gave them my name and address, but supplied my daughter’s phone number and she lived in another state at the time. The contractor told Dell that the area code and address did not match but they never bothered to return the call. It wasn’t until I made contact that the situation was resolved.

The contract technician was at my home an hour later. He installed the hard drive and the system board and my computer still did not work. Apparently the system board that was sent was also damaged. He called Dell to get a replacement. The tech from India didn’t understand the repairman and kept asking him to perform different tasks. The repair man repeatedly told the gentleman from India that the system board was dead. After stating this fact 6 different times, they finally agreed to send another system board. I was then told that the repairman would be back on Monday, October 26, to make the final repair. It turns out that the parts weren’t even shipped until October 26 and the service tech installed them on Thursday, October 29. I was informed that the parts used were “refurbished.” I was furious. We did not PAY for a refurbished computer, we paid for a NEW one. If I had wanted a refurbished computer, I certainly could have purchased one at a much lower cost. I felt the parts should be new as that is what was paid for.

By this time, I was assigned a contact whose title was Senior Support Resolver,
Dell/Consumer Resolution Center (their choice of title, certainly not mine). Apparently they don’t know the meaning of “resolution.” Her first message she left me stated that she had tried to reach me but I was not available and so I was to respond to her e-mail instead. Now, remember, I don’t have a computer so how in the world did she even expect me to reply to an e-mail? I have spoken to her on many occasions, mostly my speaking and her robotically reading the same paragraphs over and over again like I am a slow learner. If someone can only read paragraphs from a paper and cannot make normal conversation, they obviously have no clue as to what they are stating. She continued to call me every day at the same time and read the same paragraph to me, then sends those exact same words in an e-mail. She informed me that no one will call on her days off and she announces what days those are.

To prove a point that she has no clue as to what she is saying, she has read yet another paragraph to me stating that “refurbished” does not mean used or rebuilt. When I read the definition of refurbished from the Webster’s to her, she reads her same paragraph back to me. She then informed me that if this next part did not work, they would replace my computer with a new one (actually it is a refurbished computer but remember, according to Divya from Dell, “refurbished does not mean used.”)

I told her that I wanted to speak to someone in the United States. Then, she did have some real words to say and they were “You will never speak to anyone in the United States again. I am your only contact and you will never talk to anyone but me.” I was also informed that no one was above her or Nathan. This was as high as I could go. Maybe the CEO of Dell would like to know that these contacts are his boss?

I was so furious by this time, I decided to call Dell Sales Department. Guess what, I got someone who actually spoke English. She was so very pleasant and was really willing to help with anything. She asked if I was interested in a desktop or laptop. After a few more questions, I said “now I have a question for you. Where are you located?” There was this pause, and then energetically she replied “Well, I in Austin, Texas. Why do you ask?” My reply was “Why don’t they have sales in India like the (no) service?” I explained my situation and she said she would try to help me. I felt she was the only sincere person I’ve gotten to speak to as of yet.

Now, if you are a large corporation, guess what? Dell gives you the Gold Service. However, if you are just a personal computer owner, like me, Dell gives you the “shaft.” Since my daughter purchased the computer through her company, the lady from Austin said she would send me to the “Gold Service” department. I received another American technician. I once again explained the whole situation. She told me she was going to talk to her manager and placed me on hold. I was on hold for what seemed like eternity but being that I actually had someone from the states on the phone, I did not want to lose that call. Well, guess what? When someone finally came back on the line, it was “Nathan” from India! I was back overseas.

Nathan apparently was told that I wanted to return the computer. Nathan started our conversation by reading the return policy to me stating that the time limit of 21 days to return the computer had passed and that it could not be returned. He had no idea what customer I even was even though he had spoken to me on several different occasions. He then transferred my call to sales yet again in India to “purchase” another computer. I told them that the Dell computer I already owned didn’t work, why in the world would I purchase another one? By the way, the 21 days starts when the order is placed, not when you actually receive the computer. Therefore, if they don’t deliver your computer until 22 days after you actually purchase it, it cannot be returned. How fair do you think this return policy actually is?

There are numerous, and I mean endless, complaints about this same Dell Customer (no) Service posted on the internet. I have spent hours upon hours reading the horrifying experiences and still didn’t get through all of them. They mirror my story. I have also noted on line that Dell has had Class Action Suits in 48 states for similar practices, yet they continue to do the same. I have also found that some people have experienced identity theft after going through Dell’s Financial Department. Funny, three days after my initial call with India, I received a phone call from a gentleman asking to speak to a “Mr. & Mrs. XXX.” Normally I would have told him he had the wrong number since he could not pronounce my last name. However, this gentleman had an Indian accent and so I assumed he was from Dell’s technical support. I asked what the call was in reference to. His reply was “It’s about your mortgage.” My reply was “What?” and he stated “You don’t have a mortgage?” I told him that that was none of his business and that I was registered with the “Do Not Call” and never to call me again. Coincidence? You can decide.

We are now left with a computer that doesn‘t work properly. We have difficulty connecting to the internet even though we have broadband. The page we are on freezes. The mouse indicator goes away and the sound comes and goes. It seems like every day brings yet another problem. Talking with Dell Resolution team is like beating a dead horse and brings no resolution whatsoever. Dell’s answer seems to be to give me someone else’s piece of “refurbished” garbage when I paid top-dollar for brand new.

We’ve lost very important information on this computer because of the first system failure. I’ve spent countless hours trying to replace some of the files, others are lost forever. I probably should have backed up the system but who would ever expect a system this new to crash? I’ve also spent countless hours on the phone with no resolution from their so-called “Resolution Team.”

Dell says it prides itself on its corporate code of conduct to include Trust, Integrity, Honesty, Judgment, Respect, and Responsibility. They state that their success is built on a foundation of personal and professional integrity. I am enclosing a copy of that same code of conduct. Apparently those in charge didn’t receive that particular memo because they certainly do not live by those standards. Maybe their mind needs refreshed.

There was a time when Dell actually lived by these standards, but that was before the greed.

Frustrated is putting it mildly as to how I'm feeling right now. This is by far the worst customer service I have ever experienced. Dell has no real phone number for the corporate office. In fact I’ve concluded that Dell Corporate simply doesn’t care about repeat customers as they apparently have absolutely no feed-back once the computer leaves the factory nor do they care. It won't be long before they will go the way of Woolworth's, Montgomery Wards and so many others. They cannot continue to lie and cheat their customers and really expect to have any customers. At Dell, customer service means no service at all. Dell’s consumers are intentionally misled, and they’ve had to pay for that “privilege.” It's sad to say that I will never do business with Dell again. I plan on posting this story on every possible complaint site there is in addition to e-mailing this letter to everyone I know. I will also be mailing numerous letters to Dell and other agencies until I see some type of resolution. This was our first experience with Dell and I can assure you, it shall be our last!

Dell has a goal-------to “Earn a seat at the Billion Dollar Roundtable.” I say, not on my dime! Your Goals for 2010 and Beyond are many……How about we start with a working product and customer satisfaction! Dell states their goal is to increase communications about corporate responsibility to customers. How can you possibly increase communications when there obviously is no communication to begin with? Let’s first strive for a good product. Your motivational ads look great on paper but your bottom line does not reflect those same promises. According to Dell Key Performance Indicator Chart, your corporate revenue for Fiscal Year 2009 is less than that reported in Fiscal Year 2008, even though you have nearly 10,000 less employees. It does not take a mathematical wizard to figure out why the numbers are off.

You have built your empire on the backs of hard-working people---don‘t forget that. Dell corporate take a good look in the mirror because you are cheating the average American consumer!

 

I have a news flash for corporate at Dell:

Word of mouth is the BEST advertising..... Are you listening DELL?
 

CODE OF CONDUCT----”DELL’S HIGHER STANDARD”

Dell's success is built on a foundation of personal and professional integrity. We never compromise these standards and we will never ask any member of the Dell Team to do so either. We owe this to our customers, suppliers, shareholders and other stakeholders. And we owe it to ourselves because success without integrity is essentially meaningless.

Our higher standard is at the heart of what we know as The Soul of Dell – the statement of the values and beliefs which define our shared global culture. This culture of performance with integrity unites us as a company that understands and adheres to our company values and to the laws of the countries in which we do business. Just as The Soul of Dell articulates our values and beliefs, the following Code of Conduct provides guidance to ensure we meet our higher standard and conduct business the Dell Way - the right way; which is "Winning with Integrity."

Simply put, we want all members of our team, our shareholders, customers, suppliers and other stakeholders to understand that they can believe what we say and trust what we do.

Our higher standard includes several key components and characteristics that both underpin The Soul of Dell and provide the foundation for our Code of Conduct.

• Trust. Our word is good. We keep our commitments.

• Integrity. We do the right thing without compromise. We avoid even the appearance of impropriety.

• Honesty. What we say is true and forthcoming – not just technically correct. We are open and transparent in our communications with each other and about business performance.

• Judgment. We think before we act and consider the consequences of our actions.

• Respect. We treat people with dignity and value their contributions. We maintain fairness in all relationships.

• Courage. We speak up for what is right. We report wrongdoing when we see it.

• Responsibility. We accept the consequences of our actions. We admit our mistakes and quickly correct them.

All of us – regardless of grade level, position or geographic location – should base our daily actions and conduct on these standards, which support The Soul of Dell and our ultimate success.

Thank you for your commitment to our Code of Conduct and to maintaining Dell's higher standard.

Signed, Michael Dell




WEBSTER’S DEFINITION OF REFURBISH:

freshen up (v), renovate (v). To refurbish used parts. On this web page, when I click on “Refurbish Dell” I get the following.

An excerpt taken from the book “Green to Gold” by Daniel Esty and Andrew Winston, page 125, states:

“"... then dismantles the machine. Dell refurbishes and reuses some parts, and recycles the plastics. In the ..."

Or, how about an excerpt from “Green IT” by Toby Velte, Anthony Velte, and Robert Elsenpeter found on page 175, stating:

"... brings a computer to be recycled into a Goodwill store, Dell will pick it up, refurbish it, sell it, and give those profits to Goodwill. ..." (So nice of Dell to make a donation to Goodwill on my dime).

So which is it Dell, is Refurbish new or used?

 

     
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Anonymous on 11/11/2009:
I gave up about halfway through, but I can tell you that your definition of refurbished does not work here. When a PC is built, it is boxed and shipped from the factory, and is never tested. Occasionally, one goes out with a loose cable, or something is jarred in shipping. This unit is DOA and is shipped back to the factory.

Once it is returned, I is diagnosed and whatever the problem was (the loose cable) is corrected. The unit having already been returned, goes through extensive testing, then gets sent back out. They have to call this unit refurbished, although it may be a better unit than one strainght from the factory.

When a unit gets returned for a problem like it is blue, but the buyer ordered pink, it also has to be called refurbished. In neither case was the unit used or even really repaired.
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Don't buy a Dell TV or anything else for that matter.
Posted by on
DETROIT, MICHIGAN -- This is the longest rant I can even think of… It doesn’t even cover it in full but it should cover 90% of what I’m trying to get across. Which is don’t buy a Dell unless you want to spend hours punching yourself in the face.

I purchased a 42" Plasma TV on December 26, 2005 for $3,000 with a home install, extended warranty and mounting brackets. I mentioned that this would be installed on a brick fireplace to the sales rep to ensure I would get the correct brackets for mounting the TV. I received the TV on Jan 12, 2006 after being guaranteed a quick delivery. I opened the product to make sure I received a complete order and noticed that the screws given for the mounting brackets were for wood or dry-wall and NOT concreted / brick that I had mentioned. I then proceeded to look for the number to schedule my install and correct my bracket mounting issue. No information was provided with the product so my wife called customer service to get a phone number but Dell’s computers were out of service and they couldn’t help at that particular moment. She called back again and spoke with someone about getting the right parts for the mounting bracket which said was not part of the mounting kit and we would have to purchase those separately. Dell decided to give us a partial credit on the mounting bracket to purchase our own bolts. We then proceeded to ask for the number to the install department, we were given a number to their computer install department which does NOT install plasma TV’s. The wife called several more times back to customer service to get the correct number and was put on hold and transferred to another department for printers and then transferred again. I decided to call from my cell phone to the sales department because I know they answer the phone a hell of a lot more quickly then customer service. When I talked to the gentlemen on the phone I explained that we purchased a TV and it just arrived and that we had also purchased the home install but was not given the instructions or who to contact. He paused for a good long second and then informed me that to have the home install it costs roughly $150 dollars and he would gladly help me with the purchase. I asked him if he was kidding or if he wasn’t able to decipher what I had just told him 2 minute ago. I repeated again, I already purchased the install and I need the number to those individuals who will be installing it. Nothing came with the TV specifying how to go about getting it installed! He then replied, “You’ll have to call customer service for those numbers”. My blood is boiling now because my wife has spent the last 20+ min on hold while I just had that enlightening conversation with the guy from sales.

So I decide to call customer service myself while she sits on the line because I may get a different result with the call. I sit for about 15 min on the phone line and my wife looks at me and says she thinks she was just disconnected. I wait about another 10 min and get someone on the phone but the phone has so much feedback that it sounds as though the guy is ridding on top of a 747 and I had to end the call because we couldn’t understand each other. My wife makes another attempt because I was going to return the TV and purchase it from somewhere else… She finally gets the correct information and we make the call to the install department and are told it will be about a week before they can have anyone come out to install it. I tell my wife not to schedule an install and that I’ll do it myself and we’ll just get a refund from Dell for the install. She calls back to unscheduled the install appointment and they offer to have a guy out the next day to install it which she accepts because she doesn’t want me attempting to install a 70lbs+ expensive item on the wall by myself. I agree to let them do the work and I finally have my TV up and running on the wall.

6 days later.

I come home Friday from work looking forward to watching some football over the weekend on my new plasma screen TV. I turn on the TV and a large black vertical strip is present through the DELL logo that starts up when you first turn on the TV and is present through all of the TV shows. I chuckle to myself that this can’t be happening, so I take a couple pictures of the TV as it is and call Dell. I get someone on the phone from Dell and we go over the basics, is it plugged in? Do you have all the cables connected right? Did you have this mounted in the shower next to a heat lamp while pouring dirt down the back of it? I explain that it’s been 6 days and everything that has happened thus far. So the gentlemen assures me we’ll make it easy and it looks the return is going to be a BREEZE!!!! They tell me that a technician will call me to schedule bringing out a new TV and swap the old TV out. I wait about 4 days and I call them back to let them know I haven’t received a phone call to schedule a delivery and they go over my phone information and I find out that it’s wrong. I remember when we purchased the TV that we had to correct the address because they had our old information from when I lived in a different city and bought a Dell laptop when my confidence was HIGH with dell. So, they take the number and they also have a tracking number for the replacement TV. I was a little confused, they said a technician will be delivering the product and taking the old one back. The product is scheduled to be delivered in 10 days and was shipped the same as before and I asked him I thought was to be expedited to my home and he says that it was expedited it was shipped within 3 days from our warehouse.

10 days later.

I get my new TV to replace my old TV. Again, I have no numbers for the technicians that will be swapping out the TVs. I don’t bother to call Dell. Instead, I decide to take the TV off the wall, take off the brackets and install them on the new TV that came in. I put the old TV back on its stand and put it back into the container of the new TV. Along with the shipping information was a slip to return the product through DHL. I get everything wrapped up and my wife schedules to have the product picked up by DHL to be delivered back at Dell. They pick up the TV and I even help the driver pick the TV up and put it in the back of his truck.

2 weeks after the delivery of the new TV.

I get a call from the technician looking to schedule a time to come out and service our TV. They received the information from Dell and were ready to swap out the TVs. I inform them that I had already shipped the TV back to Dell with the return slip that was provided on the box. The technician is a little puzzled but not so much as he says Dell is pretty much a bunch of idiots and expected the mix up. I said be sure to BILL Dell for all the hard work you’ve provided me because I’m certainly not getting ANY benefits from purchasing from them.

6 weeks after the delivery of the new TV.

I get a letter in the mail stating that I have NOT returned the product and that our account was to be suspended until they receive the item. Now, I’m fuming!!!!!!! I am now getting accused of NOT doing something that I did… My own mistake was misplacing the shipping slip I got from DHL not thinking that they would lose a 70lbs + TV in the mail! I’m at work now making phone calls to Dell to clear this information up because I’m certain it’s probably sitting in a warehouse waiting to be checked in or has been repackaged and sent out to some other unwary customer who will find they have just received a broken TV. So I ask dell for the information on the Airbill they provided to me for the return that I sent them because I’m sure if they followed it up they would have seen that it has left my house and they need to do the work of finding it. Unfortunately, they don’t have any numbers that would translate into a return number even though they provided me with the easy to return slip for the paid amount of the product to be returned. They also said they tried to contact me but the number they called which was my old number that I asked them to change was still on the account… I’ve mentioned it so many times that the number was wrong that it’s irritating. The lady informed me that when a product is shipped to an address with a number the number for that order cannot be changed. So they go about it by noting the account that the number doesn’t match the old number and you hope that someone would do their due diligence to read over the account notes to see that the number is incorrect. So I call DHL thinking they can just do a reverse lookup or the originating address of pickup to my house. It seems that they don’t keep records longer than 1 month and they don’t tie the tracking information from a address rather the originating zip code and the destination zip code.

Here I am now, helpless as ever waiting for (2) big companies to figure out where they screwed up and it all comes down to (2) things I did wrong. (1) I purchased a Dell product, (2) didn’t keep a shipping receipt.

I’ll even mention my calls to Dell to have my payment for the TV deferred until I actually received the product. I didn’t want a bill showing up prior to my product especially after all of the grief I’ve had on the phone. The lady that did the deferred payment said she had no problem doing it and reschedule it for the end of the following month. I asked her to send me an email confirming the deferred payment for my records but she could not because the owner of the account happens to be my Mother and that they could not send me the information. So I asked the lady, you can let me change the date at which my payment is DUE but you can’t send me an email? She said that is correct because I’m not the owner of the account. Do you see missing logic here?

I work for a large corporation who purchases Dell products and I’m sending this story along to EVERYONE in the corporation so they do not have the misfortune that I have had from purchasing a Dell.

DON”T BUY DELL.
     
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dsmith68 on 03/14/2006:
Without doubt, the company with the most complaints on this and many other sites.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Don't Buy a Dell
Posted by on
Rating: 1/51
AUSTIN, TEXAS -- This is just a fair warning to anyone considering buying a Dell product. Last year I purchased a laptop from Dell and within a few months had problems with it spontaneously shutting off, not shutting down, but off like a light bulb, with no warning.

Dell support, a whole issue in itself, walked me through a seemingly endless diagnostics routine. Everything checked out fine. We ended up just doing a system restore. They theorized that it was because the computer lid was closed prior to the shutdown process completing. This was ridiculous, a total BS guess.

Within a week the computer was up to its same old tricks. If I held perfectly still it might stay on but if I placed the laptop on my lap, of all places, it would shut off at the slightest movement. Back on the phone with Dell CS. They didn't keep any notes from my previous call so I had to start all over again with them. Once I refused to do the diagnostics again they conceded to send me a box to ship it back in.

2 weeks later the box returned and within a few weeks it was back to the same old story. I suffered through this for about 6 months because I just can't afford to be without a computer for weeks. But after a while I can't take it anymore and call them again

Back on the phone with CS and again, no history. Disconnected me a couple times just to make my experience complete. They resolve to send another box for me to ship it back in but I tell them that I am nearing the end of my warranty and am concerned that I will get it back and within days my warranty will expire leaving me no time to evaluate if it is indeed fixed this time. Here is where it gets important to get it in writing from Dell. The CS tech assures me (more than once as I made him repeat it) that if the same problem persists they will fix it free of charge outside of the warranty.

I send it back and, well, you know what happens next. A few weeks after getting it back it does the same thing but now I am outside the warranty period. But that's OK, right, because the CS tech assured me they would stand by their product.

Today they told me that they cannot offer me a free repair, not that I even believe at this point that they can repair it or ever even made an honest attempt to in the past. What they can do is refer me to the out-of-warranty repair folks who I can pay to once again fail to repair my computer.

If you are thinking about buying a Dell, please, keep shopping. They don't care about you. If your computer breaks while under warranty I seriously doubt that they will make any effort to honestly repair it.
     
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ok4now on 06/25/2012:
Welcome to Dell Hell. I give them top honors for the most frustrating, unreliable, poorly managed customer service in the industry. I bought my first computer from these people...what a mistake. Cut your losses and move on, they have not earned your business.
MRM on 06/25/2012:
Thank you, Pktobk, for sharing your experience with Dell Hell.

PS. 5 days left till Community Forum is back online! Yahooo!!!
trmn8r on 06/25/2012:
Dell sucks, pass it on. Been there, done THAT. Never again will they get a penny of my $$$. Helpful review, if others see it and take it to heart.
Bill on 06/25/2012:
Another perspective. I've owned about 8 Dell computers and never had any real problems with any off them. In fact I have three in front of me now and they all work fine. Just bought an Inspiron laptop about three months ago and it's a great computer for the price. Lots of memory, disc and a fairly fast dual processor, all for about $350.00.

When I worked in IT we deployed about 800 Dells throughout the corporation and manufacturing floor and never had any more problems with them then any other Manufacturer.

I'm sticking with Dell.
Tammy on 07/18/2012:
I'm going with Dell sucks! four years ago I bought a Dell computer and a year and a half ago it just quit working! it was getting a jacked up screen and everything was checkerboard or some blue funky pattern. Took it to a expert, even though I couldn't afford it, but I needed my computer because my husband was out of a job and he needed it to look forward to a job. The expert said that the motherboard and it was nothing more than a deadweight! After tax and everything I paid over $2000 for the Dell Computer and an additional $300 for somebody to tell me that it was a useless computer! So, Dell it will never get another ounce of business from me or anyone in my family ever again!
Nick Lomonossoff on 11/14/2012:
Interesting that the one pro-Dell comment in this thread mentions the Inspiron series. Here's what I wrote back to Dell when they had the nerve to solicit feedback on my most recent sales experience with them:
"The problem is not with the individual salesperson with whom I communicated on Nov 7, but with Dell products themselves. The USB optical mouse I ordered came quickly enough - but it didn't work because I had, according to a trusted local computer specialist, misdiagnosed the problem: the Dell Inspiron 580 desktop we purchased less than 3 years ago won't work with ANY peripherals because every one of its USB ports has stopped functioning. The machine is now useless, and the roughly $2000 we have spent on everything, since March 2010, from hard drive and monitor, through Belkin wireless router, to laser printer has now effectively gone to waste: since obviously the warranty on the hard drive has long expired, the cost of sending it in for repair would be prohibitive. The only thing we may be able to salvage from this mess is the printer which, hopefully (but I have my doubts) will be compatible with some other type of PC. So, thanks very much Dell, your products suck. You can forget about us ever purchasing anything from you again."
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Dell's Support is a Run-A-Round
Posted by on
After 3 long hours on the chat line, then on the phone to Tech Support, warranty sales, customer service and supervisor, customer service, I finally gave up. Seems my purchase of extended warranty was not what was represented to me. I had a component start-up error develop and went to TECH Support online chat to get help. Told this was a software issue. I let them know that I have a full extended warranty for support and they told me I only had online hardware and depot hardware fix warranty. I told them that was not what I was led to believe before I agreed to a warranty extension. All I got from tech support was "you only paid for hardware warranty". Then called warranty department and when I told them of the software problem was told Tech Support would be able to fix this under my warranty and oh by the way, your warranty is running out and wanted to sell me an extension. Transferred back to tech support with the same answer, your problem is a software, and even though the software was on the PC at time of purchase, you will have to pay Dell to fix since you don't have the warranty for software fixes. Wrong answer, so then they recommended customer care for complaint resolution--again after the whole long story, I heard the same song, no software warranty--sorry. Then to a supervisor, almost same answer but then another pass off saying I need to talk to sales--your kidding, right? The super then advised DELL does not sell software warranty---whoa. The warranty department sure calls it software warranty. His answer was again DELL does not provide software warranty. He then suggested the better place to settle this was not Customer Care but Sales--Really. After this run-a-round, I finally severed my relationship with DELL support and their warranties.
     
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bcd on 06/20/2011:
Here is an excerpt from Dell's web site in the Service Plans/Feature Library section:

Issues or services like computer setup, usage, internet configuration, software, home networking, data transfer & back-up, how-to, education, e-mail setup, and operating system installation support are not covered by your limited hardware warranty, technical support, or any of the service plans.

You may want to consider seeking assistance from a local computer service shop (Not Best Buy).
William P. Suen on 07/01/2011:
Dell quality is going down the drain. I am a computer teacher started to used Dell for 12 years. In the recent 3 years, I purchase a 17" and 3 15" Inspiron lap tops and recommended Dell to many people. in the last two years, 3 of the battery chargers are not working right after the 12 month warranty. Dell denied those charges were poor quality. I also purchase a new battery for my 17", the the computer show that the charger is the wrong type even it is the original.

Dell computer is like a time bomb, charger and batteries will not work right after 12 months, because Dell wants you to buy their extended warranty. Buy something else next time.
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Why Can't I Get Ink?
Posted by on
I don't print very much, and I don't print very often, but when I need to print something, I'd like to be able to. Isn't that why we buy printers? I purchased a printer from Dell when I bought my computer awhile back. We ran out of ink and we tried to go buy more (checked Target, Walmart, Office Max, Office Depot) but as it turns out, Dell doesn't sell their ink in stores. This is the first problem. I realize it's good to plan ahead and I should order in advance but realistically, that doesn't always happen, so shame on me but I'd still like to walk into a store and buy ink. My boyfriend bought some generic ink that was supposed to be compatible. It wasn't. At that point, I decide I'm going to just order online and I'll upgrade the shipping so we'll get it quickly. Turns out it's "cheaper" to order them in "bundles," so I order two black and one color and it's $58 (wow). I paid an extra $3 to upgrade the shipping to 2nd day and I submitted my order. I got an email confirmation indicating my estimated delivery date is May 9. So it takes a week and a half to get my ink? Okay. I'm annoyed I paid to upgrade the shipping but whatever. Fast forward to today - May 5. I get an email from Dell to tell me there's been a delay and I can expect my ink by May 23. May 23? Really? Over three weeks after I placed the order? So I decide I'm going to a big box store to buy a new printer; one for which I can buy ink in a STORE. I call Dell to cancel my order and guess what? They can't. They are sorry, but there's nothing they can do. They can't cancel it while it's in "production" status. I point out that I'm not supposed to receive it until May 23, which means with 2nd day shipping it won't likely ship until May 19, and I ask, "why not?" If it isn't shipping for another two weeks, why can't I cancel? Their answer: the system won't allow it. I ask if I can talk to someone else. They say I can, but I'll be told the same thing. Really, Dell? Really? Guess what... I'm never buying another Dell printer. Ever. And you shouldn't either. My printer works fine, but only if it has ink.
     
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MRM on 05/05/2011:
I go to supermediastore.com to buy inks and they are good deals!
leet60 on 05/05/2011:
Time to dump that printer. You can purchase a new printer for less than $75.00 that is adequate for most home use. Basic printers are generally disposable today as the manufacturers make their profit from the ink. The cost of the ink replacement sometimes is as much as buying a new one.

You might want to check for companies in your area that refill the ink cartridges. In many cases it is a viable option.
oldisgood on 05/06/2011:
I actually bought a printer one time for $30.00. It was an "out of production" model. It came with a black and a color cartridge which more than paid for the printer. It was slow, but I didn't care because I don't print a lot. It lasted for years and I finally had to get rid of it because I got a new computer and couldn't get a driver download for the printer.
Nohandle on 05/06/2011:
I have a very old printer which is as slow as molasses on a cold day. I print so little that it's not a problem for me. I'm still able to purchase cartridges at an office supply store so I guess there are many others still out there. Expensive, yes they are but since I seldom print they last a long time. Dell sells a printer and you can't buy ink except from them directly? Swell.
mickey1958 on 05/07/2011:
I purchase my Dell ink at Staples but I also have gotten my cartridges refilled for $10.00 at Walgreens.
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How Dell Supports Identity Theft
Posted by on
AUSTIN, TEXAS -- To Whom it May Concern;

On 11/23/2007 I Edward had a credit report done on myself. On that date I seen where some person or persons had changed my address to **** Blackburn Rd Glen Allen VA on 8/6/2007{I have never lived in VA}. We read through my credit report and found that there was an account open in my name on that date through CIT Bank/DFS at phone 800-283-2210. When I called they give me a new number a 866-447-3355. On the day of 11/23/07 I found out that somebody had opened a credit account in my name and charged $1,413.79 onto the account. On that date I told the person that this was fraud and they needed to do something about this.
Do to the fact that my ex-wife and I had a hearing on 11/27/07 in Henrico, VA, where this person or persons lived, I stopped by the Henrico County Police Department and filed a police report.

Between the time of 11/23 and 11/27 I found out that my ex-wife has been calling me from same address that was on this account, so she was named in this matter. After filing a police report the Officer told me to call the phone number back and give them the report number ICR#*********, and in doing so I called the number back and it was DELL COMPUTER and they told me that somebody bought a new Dell Computer in my name.

The next day 11/28/07 my ex and I had a hearing on Fraud, so I talked to the Prosecuting Attorney and one of the judges there and they made it very clear that by law I’m not responsible for paying Dell back, or have anything put on my credit report.

After about a week, I got a call from the police and the Investigator asked me about this matter and asked me to please call Dell back and ask for all the information, because by law I have the right to all the information on this account, so I called DELL COMPUTER and they said this account has been red flagged and only police can get the information, so then the police and I end up in a cat and mice game trying to get my information from Dell. One day after calling them like once a week, on or around 2/20/2008 I got somebody on the phone and they told me they “Dell” would send me an affidavit and to fill the affidavit out, have it signed in front of a notary public, then send it back to them.

On March 2, 2008 I received the affidavit from dell, plus wrote my own affidavit .Had both affidavits sign in front of a Notary Pubic and sent back to dell on March 3, 2008
My Affidavit,
To Whom it May Concern;
In Reply to Dell Preferred Account Number: *********
Do to the fact that this matter is identity fraud, I have already contacted Henrico County Police Department. I have also talked to the courts and prosecuting attorney and all have said that do to the fact that this person or persons have used my name, my birthday, and my Social Security number to purchase something from you without my knowledge and that I by law have the right to all this information since the account is in my name.
I am would like to prosecute this person or persons to the full extent of the law but in order to do so I need the following information which the Detective in charge of the investigation told me I need and I wish that you send me this information in a format that will stand up in the court of law.
We would need;
1. How this computer was purchased. By phone, internet, or in person?
2. Need to know the make, model, serial number, Operating System, and any other information on the computer that will help locate it and identify it.
3. Need to know the address that this computer was sent to.
4. Need to know the purchase price and how much money was borrowed in my name.
5. Need to know the purchase date.
6. Need to know how this purchase is being paid for. Is it being paid by credit card or bank? We would also need the credit card number or the bank account number and routing number or any other information on how this purchase is being paid for so that the Henrico County Police can locate the person or persons involved.
7. The Police also would like any copies of any phone conversations on this account, such as a recording of when the computer was purchased or when the person has called back and made any complaints.
8. Also need any other information that you may feel that is necessary in the aid of apprehending the person or persons that stole my identity or any other incriminating evidence that will help in the prosecution of this person or persons.
I wish that a copy of this be sent to me at;



And also that a copy of this information be sent to the Investigator of this matter;

Criminal Investigations Section
Henrico Division of Police
P.O. Box 27032
Richmond, VA 23273





Taken, sworn to and subscribed before me this the 3rd day March, 2008.

My commission expires on ____________.



____________________________
NOTARY PUBLIC


After about 2 weeks I got a letter back from Dell. A Sandy at 1800-955-3355 ext 7280795 wrote me back and said since I didn’t send a copy of the police report they can’t process my information, so I tried calling back, and when I did talked to somebody and they still refused to listen to the fact that this is identity theft and not willing to do anything to help with this matter, and was only interested in me paying them the money. After we talked for like 30minutes on the phone they told me I had to get a court order to get this information, so the officer turned my affidavit into a court order and sent that to Dell, and a copy of the police report. I called Dell back to make sure they get everything, and was told that I had to talk to a Bill at phone 1800-289-3355 ext. 7230370. Like always nobody answered the phone at Dell, but Bill did call back{he was the only one}. He did tell me he got the court order, but didn’t get the police report, and just like everybody, he made it clear that Dell can care less if somebody stole my identity, we just want me to pay us $2,943.82.
This here is posted on my Experian report; You have the right to obtain documents relating to fraudulent transactions made or accounts open using your personal information. A creditor or other business must give you copies of applications and other business records relating to transactions and accounts that resulted from the theft of your identity, if you ask for them in writing. A business may ask you for proof of your identity, a police report, and an affidavit before giving you the documents.
Not only has Dell refused me the right to this information, but refuse to turn this information/ evidence over to the police, so the police can prosecute this person, and has disobey a court order for not turning over this information to the police.
DELL COMPUTER/DELL FINANCIAL is allowing this person to get away with identity theft. Plus every time I talk to them I record what they say, which they say I’m not aloud to record them. They have called me like 18 times in one week asking for their money, and when you tell them something they don’t what to hear it. I have even asked them to take me to court over these matters, and they refused to do so. It’s to the point were I had to pay an attorney to help me, because of Dell.
Not only has Dell aloud this person to get away, but now I have bad credit. Today date 4/29/08.

     
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bargod on 04/30/2008:
Wow that sucks. Sorry for your troubles.
advisor1008 on 04/30/2008:
To date, have you posted a CREDIT ALERT with any of the credit reporting agencies and have Dell complied with your request in your affidavit? Hope all work out for the best!
ameperdue on 05/01/2008:
My boyfriend is having the same problem with Dell and their collection company Primary Financial Services. His ex wife purchased a Dell computer in his name. We requested all the same information that you did and only received the past statements. We sent the police report and letter asking for all the same things you did. They are required by federal law: Section 609(e) of the Fair Credit Reporting Act
(15 U.S.C. § 1681(g))to send you the items you requested. I hope you sent this certified mail w/ return receipt. Talk to a consumer law attorney and you may be able to sue them for violating federal law. IF you notify them you are recording them, then you can. IF they really are harassing you that much, it could be more violations of federal law. Dispute the account with the collection agencies and they should verify it, then remove it from your credit report.
As far as my b/f, they marked the account as fraudulent, but still call him to collect the money even after we sent a copy of an affidavit from his ex asking the account be switched into her name, and a court order for requiring her to pay. It took several calls and a lot of frustration to find someone who would listen.
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Cancelled my order without cause or explanation
Posted by on
While browsing Spoofee .com, I found a special for a 4GB DATATRAVELER 100 FLDR-USB 2.0 HS offered through Dell Inc. one would purchase a $25.00 OFF coupon on e-bay and Dell's ,price would be $1.99 after the coupon was applied.

I did everything necessary and Dell sent me a verifucation e-mail and a delivery date. Afterwards I received a NEW delivery date that was supposed to be Jan 18, 2008. A few days later I logged on to Dell's site to check progress and in the My Account info, I found that they summarily CANCELED the order WITHOUT notifying me.

Read the following chat interaction with Dell and you be the judge:

This is an automated email sent from Dell Chat. The following information is a log of your session. Please save the log for your records.
Your session ID for this incident is 16529982.
Time Details
01/13/2008 04:19:34PM Session Started with Agent (Savitha Shetty)
01/13/2008 04:19:37PM Agent (Savitha Shetty): "Thank you for contacting Dell Customer Service Chat. My name is Savitha. How may I help you?"
01/13/2008 04:19:41PM Agent (Savitha Shetty): "Hi Max, how are you doing today?"
01/13/2008 04:20:31PM Max: "My order shows cancelled. I didn't cancel."
01/13/2008 04:21:24PM Agent (Savitha Shetty): "I am so sorry to hear that your order is cancelled."
01/13/2008 04:21:43PM Max: "Is it really?"
01/13/2008 04:21:57PM Agent (Savitha Shetty): "I will personally review your records and will obtain the information for you."
01/13/2008 04:22:06PM Agent (Savitha Shetty): "Please verify your complete name, as on our records."
01/13/2008 04:22:12PM Max : "Thankx!"
01/13/2008 04:22:32PM Agent (Savitha Shetty): "You are welcome."
01/13/2008 04:23:11PM Agent (Savitha Shetty): "Please verify your complete name, as on our records."
01/13/2008 04:23:29PM Max: "Max XXXXXXXXX"
01/13/2008 04:23:40PM Agent (Savitha Shetty): "Thank you for the verification."
01/13/2008 04:23:44PM Agent (Savitha Shetty): "To confirm, your email on our account is ????????????. Is that right ?"
01/13/2008 04:23:58PM Max: "Yes"
01/13/2008 04:24:30PM Agent (Savitha Shetty): "Thank you for the information."
01/13/2008 04:26:06PM Agent (Savitha Shetty): "I have researched on your order and see that, your order is cancelled and suggest you to re-order."
01/13/2008 04:26:53PM Max: "That was a special purchase with a coupon that I purchased in e-bay... How did it get cancelled????"
01/13/2008 04:28:19PM Agent (Savitha Shetty): "I see that this order was cancelled because item 4GB DATATRAVELER 100 FLDR-USB 2.0 HS is no more in production."
01/13/2008 04:29:17PM Max: "That's not fair. I'm out the money for the coupon. Why don't you substitute an equal item???"
01/13/2008 04:30:38PM Agent (Savitha Shetty): "I understand that you are upset over the situation."
01/13/2008 04:31:10PM Agent (Savitha Shetty): "Let me quickly check on the options at my end."
01/13/2008 04:31:23PM Max: "Is Dell saying I'm S.O.L??"
01/13/2008 04:31:41PM Agent (Savitha Shetty): "Could you please let me know, what was the coupon amount used ?"
01/13/2008 04:33:09PM Agent (Savitha Shetty): "I have not received a response in over a minute. To ensure I have addressed all your questions, kindly respond within the next two minutes to allow the system to continue our chat."
01/13/2008 04:33:37PM Max: "Let me check. Theres also the 25.00 savings that I counted on. Dealing with an outfit the size of Dell was to me like "cast in stone". Now I havwe to pay up to 40 plus for a 4gb unit...."
01/13/2008 04:35:21PM Agent (Savitha Shetty): "Max, please provide me the coupon amount used on the order which would help me in processing your request."
01/13/2008 04:36:07PM Max: "Is this lonk going to work? http://cm.ebay.com/cm/ck/1065-29392-2357-0?uid=504390987&site=0&ver=EOIBSA080805&lk=URL&Item=170183654590"
01/13/2008 04:36:42PM Max : "link"
01/13/2008 04:37:36PM Agent (Savitha Shetty): "I see that this link has $25 coupon details."
01/13/2008 04:37:54PM Max: "That was the purchase"
01/13/2008 04:38:04PM Max: "That I made"
01/13/2008 04:38:59PM Max: "Can the 4gig unit be re ordered same as??"
01/13/2008 04:39:47PM Agent (Savitha Shetty): "I show that it is on EBay web site and I am afraid that there is any option for me to process any further coupon."
01/13/2008 04:40:17PM Agent (Savitha Shetty): "You would have to re-order on their web sites ?"
01/13/2008 04:41:05PM Max: "By the way I see that the last e-mail says the shipping date was pushed forward. There's no notice from you to the cancellation...???"
01/13/2008 04:41:58PM Max: "I'm not sure if the coupon is re-useable at dell or if it's used up here."
01/13/2008 04:42:07PM Agent (Savitha Shetty): "Max, I understand how you must be feeling at this stage when order is cancelled without any notification."
01/13/2008 04:42:32PM Max: "Is this how Dell does business??"
01/13/2008 04:45:37PM Agent (Savitha Shetty): "Max, I am sorry if you feel it this way but if the coupon was issued by Dell we would have been able to help you out but since it is under EBay, we would be having limited access to process."
01/13/2008 04:47:01PM Max: "Seems to me the coupon was to be honored by Dell, right??"
01/13/2008 04:47:37PM Max: "It is a Dell coupon"
01/13/2008 04:49:14PM Agent (Savitha Shetty): "If the coupon was issued by us at Dell we will be able to honor it as an exception."
01/13/2008 04:49:29PM Agent (Savitha Shetty): "With the details I see on the link, I see the coupon was not issued by us."
01/13/2008 04:49:46PM Agent (Savitha Shetty): "Hence we will not be able to reissue the coupon."
01/13/2008 04:49:46PM Max: "Anyway, It seems I'm geting nowhere. To me this is a thirty to forty dollars transaction. To you the cost is pennies... Are you going to choose pennies over a possible customer?"
01/13/2008 04:50:37PM Agent (Savitha Shetty): "Max, I'm sorry you feel this way. If this coupon was issued from us at Dell we will be able to honor it as an exception."
01/13/2008 04:50:48PM Max: "So you take the coupon and I get nothing, Thanks. I'll pass it on...."
01/13/2008 04:52:10PM Agent (Savitha Shetty): "I apologize for everything you had to go through."
01/13/2008 04:52:23PM Session Ended
If you require further assistance, please visit us at support.dell.com

\ANYWAY... THEY TOOK AND KEPT MY COUPON WITHOUT ANY RECOURSE LEFT FOR ME... CAN YOU SEE WHERE DELL PUTS THE CUSTOMER? tHERE'S NO WAY I WOULD SPEND ONE MORE DOLLAR WITH THIS CHICKEN OUTFIT!!!

     
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mgavett on 01/15/2008:
Dell did this same thing to me a couple times with their own coupons. Dell cancels orders without any notice or communications. Dell sucks this is why we have steered away from them for our PC needs.

Good luck and sorry to hear they got another consumer with their problem business model.

Best of Luck,
Mark
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Dell. Horrible Product and Worse Support
Posted by on
SAN DIEGO, CALIFORNIA -- I purchased a Dell Inspirion e1705 less than a month ago. In large part the decision to make my first Dell computer purchase was based on Dell's reputation of having high quality products and a good customer support department. Based on a recent technical problem with my computer, however, I have virtually no faith in either Dell's product quality or the premise that when technical problems do arise Dell's customer support staff has either the technical know how or desire to work out and effective solution for their customer. As difficult as it soon may seem to believe, none of details in this report have been exaggerated in any way (I hope I wrote the names and id number down correctly). Therefore, if you are in the market for a new computer, and Dell is on your short list of options, I strongly recommend being cautious in believing in Dell's claim to a 'persistent focus on delivering the best possible customer service'. Read below and learn from my hardship.

As I stated above, I purchased a Dell Inspirion e1705 less than a month ago along with a 1 yr In-Home Extended Warranty. Dell's claim on this computer was that it is a great all-around computer. I was even told by the Dell manager I worked with (Douglas R.) that the e1705 was a very strong gaming computer (although I was disappointed to find out later it did not have guts strong enough to play Call of Duty II, one of the most popular PC games in the market today). Of course I was also surprised to find out that he did not know what multi-monitor workspace (extending the computer to two monitors concurrently). was and had to ask someone to verify the e1705 has this capability (it does). Lastly, Doug sold me on an in-home warranty program. His claim was that it was very worthwhile since it meant that if repairs were necessary within the warranty period I would not need to mail my computer in to their service department and that my repairs would be done by a certified service technician.

Two days ago I wanted to take my laptop into my living room to work. I unplugging my computer and after moving I opened the computer to see the message, 'Preparing to Standby'. The computer froze on this screen for about 10 minutes before I finally powdered down the computer. Immediately after I powered the computer back up. During boot up an text error message appeared. The message read 'c:\windows\system32\config\system'. I am by no means a highly knowledgeable computer user and after a few attempts at rebooting only to find the same error, this error seemed both unfamiliar and serious. Since it was after 10pm I decided to call the service department.

My first interaction with a Dell CSR
Time: 10:30
Service Rep Name: Smith
Service Rep Number: 656 724
Service Rep Location: Calcutta
Result: I was on the phone with this CSR for over two hours. For the first 45 minutes he tried to diagnose the problem. During our interaction, however, there would be periods of 5 -10 minutes when he did not speak, requiring me to ask if he was still there. Although I am confident that he was trying to find a solution, the fact remains that during those times I did not know if he was still on the phone or if we had become disconnected. Although his demeanor was pleasant when we did talk, I did not get the sense that was particularly strong at his job or that he was interested in finding a solution. After trying about three methods to solve the problem, he told me that my hard drive was corrupt and that Dell would send me a new one that I would need to install. At this point I was not only angry that my three week old computer was seemingly broken and that it looked like I would lose all of my files, but that I would need to install the new hard drive. Even if Smith was correct that the harddrive replacement was simple to do, I felt cheated since I had an in-home service technician warranty, the operative words being in-home and service technician. At this point I asked to be given to a manager. The time was 11:30. Although Smith tried to tell me none were available I told him I would wait as long as necessary to speak to a manager. After about 25 minutes, I finally spoke to a manager.

My second interaction with a Dell CSR
Time: 12:10
Service Rep Name: Samuel
Service Rep Number: 470 640
Service Rep Location: Calcutta
Result: The manager also had a generally pleasant demeanor. He also tried a few different solutions. Samuel seemed much more well informed, but his proposed solutions also came up short. In fact, at around 1:45 am he had me try a new solution that required a computer check that took about 45 minutes. He said that he would call back at this time even though I asked to remain on the line, he insisted that they call back (certainly to save money, a point that I will bring up later). Oddly, I was pleased that at around 2:30 he did call back. The news was not good. He claimed that based on the error and the result to the diagnostic check, my computer was broken, my files were lost and he also said that he could have a hard drive sent out to me for me to replace on my own. After considerable complaint by me he tried one last check. Although this last check seemed simple (I forget what it was) he said that now he thought it was a software problem and that for a fee I could be helped by the software support department. I wondered at the time how he was now so confident and if he was just giving me the run around. At my request Samuel said that he would send a hard drive to my home so that if software department failed to solve my problem I make my fix as quickly as possible (I can only assume the harddrive is on its way). Once again I was not happy, but being that this is a new computer and that there may have been a glimmer of hope in getting my work back I decided to accept the transfer and fee (and that the fee was guaranteed if they did not fix the problem it would be reimbursed).

Third Interaction with a Dell CSR
Time: 3:15 am
Service Rep Name: Christine
Service Rep Number: 113.899
Service Rep Location: The Philippines
Result: This was by far my shortest conversation, partially because by this time I had been on the phone for five hours and partially because I had come to accept the computer that held the files that I used to run my two business was shot. Christine tried a few diagnostic fixes. None worked. I saw the same exact error message I had seen all night. She then said, definitively, that it was a hardware problem and that she could send me to the hardware department. I said no, that I had already worked with them for over four hours with no success. She said that she was sorry and that if a rep did not call in four to five days to process my refund for the service contract ($250 by the way) I should call in. I was dumbfounded, not only did I get the hardware department telling me it was definitely the software and the software department telling me it was the hardware, but I was left with an in-home service agreement that forces me to tinker with the guts of a laptop (I've never even seen the inside of a laptop) for a three week old computer that was supposed to be 'a great reliable computer' and as a blow, I needed to call back to ensure my refund was done appropriately. To say the least I was angry, disenchanted with Dell, and completely regretting I did not but a different product.

The Kicker
Time 9:00 am
Service Rep Name: Me
Service Rep Number: My Social Security Number
Service Rep Location: Southern California and the Internet
Result: I had little hope left and I was still reeling that my computer was busted and that I was without a computer for three days, not counting the time it would take to get recover old files from my old computer, set up my programs, business network... I decided for as little hope as there seemed to be I would check the Internet myself for a solution. I went to a library with my laptop in hand. Doing a general google search on the term 'c:\windows\system32\config\system' (the error message I had seen so often the night before) I found many, many hits. I opened up a few recommended solutions. Within he first two pages I found a solution that, while somewhat complex, worked. My computer booted up and I was able to quickly save all of my files on disk. I swear on all that is good, what three Dell service technicians could not fix in five hours and they claimed was a problem that would certainly result in the loss of my files I was able to find a solution that at least for the time being got me back to my files.

I have no idea if my computer is fully functional. As I said, I have fairly basic computer skills. So far I have not seen any glitches, yet I feel very suspicious that the underlying problem that caused this error in the first place is still lurking. Who knows when this time bomb will go off again. When it or something else does go wrong, and I feel safe in saying it probably will one day, I have little to not confidence it will be recoverable and I will lose precious work.

In the end I feel cheated.
- My In-Home service warranty for which I paid extra money requires me to do the service myself (as opposed to the promised service technician).
- My great all around computer that could play PC games as well as support my two home businesses is not strong enough to play one of the most popular games on the market nor make it to it's one month-old birthday without a significant error.
- I have a ticking time bomb of a platform and I have no idea when it will go off again.
- When I called the service department I felt that everyone had only a partial interest in solving the problem. Although everyone was kind and personable, none seemed terrible knowledgeable. This assumption is somewhat supported by the fact that I eventually found the solutions off the web won page one of the google search using the exact language of the error. Allowing myself a moment of informed speculation (I managed analysis for Capital One’s operations including call centers), I sense Dell knew it would be less expensive for them to send me a part and make me responsible for fixing this problem than work with me to really find a solution and bear the phone/CSR costs (even though doing so would result in me losing my data and use of my computer for many days).
- And although small, my backspace button squeaks. Petty until you need to write a complaint letter on planet feedback and hit it a few hundred times.

So my final word to Dell. I am a highly educated (MBA from Berkeley) 33 year old male. I don't know the exact number, but if I had to wager a guess I would say that I will make dozens of computer purchases in my life, whether they be for personal use, family use or for by businesses. I have many friends who will be told this experience and I will continue to tell as many people as possible until I feel the experience has been remedied. I granted you an opportunity to show me the quality of your product, to make me a loyal Dell customer. So far you have fallen well short. However, you still have the opportunity make right, but at this point in time you need to do go above and beyond a simple fix to restore the faith I once had in your company. Regards.
     
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User Replies:
Anonymous on 05/19/2006:
I'm curious when you bought your Dell did you get a operating system disc? You didn't drop it? It sounds like something got loose. Maybe you can find a experienced lap top repair (Dells) in you locale, eat it and take it to them. Perhaps back up your data on a non internet used computer.
glc on 05/19/2006:
I have been building/repairing PC's for the last 15 years and the error message c:\windows\system32\config\system is a fairly common one, usually related to either a registry or memory problem. It may have occurred subsequent to a "fast" powerdown, wherein certain files were not copied. For the Dell CSR to offer a hdd, shows a blatant incompetency in the training that they receive. BB, more power to you for going online and finding a "fix". There are numerous "boards" that laymen can access. Great job, BB, and BTW, Dell sucks!
miketech on 05/20/2006:
Welcome to the Dell club. Don't let anyone fool you 99% of the laptops out there can't run state of the art games. You need a rockin desk top for that.
Lilly Beth on 05/28/2006:
I am in the midst of trying to get resolution to a problem very similar to BoBo Berkeley's.

Same back and forth with Chat between Technical and Customer Service; promise for call backs that didn't occur; couldn't get through via phone to talk to anyone who was responsible for this type of situation.

I was in fact shipped a replacement hard drive, but lo and behold it is REFURBISHED. I was told via Chat with Customer Service that is standard procedure. I've been unable to use this machine the majority of the two months I've had it, and I certainly don't want to continue that because Dell will only provide sub-standard hardware to replace THEIR failed hardware.

I have registered a dispute with my credit card company to see if Dell will be motivated to solve this problem to my satisfaction now!
Miya on 11/22/2014:
Dell screwed me over, need I say more? Can anyone tell me if these executives are still lording over the Dell Palaces????


* Michael Dell
Chairman and CEO
michael_dell@dell.com

* Donald Carty
Vice Chairman and CFO
donald_carty@dell.com

* Ronald Garriques
President, Global Consumer Group
ronald_garriques@dell.com

* Michael Cannon
President, Global Operations
michael_cannon@dell.com

* Mark Jarvis
Senior VP and Chief Marketing Officer
(Dude, You're Getting An Email!)
mark_jarvis@dell.com

* Lawrence Tu
Senior VP, General Counsel
lawrence_tu@dell.com

* Susan Sheskey
Senior VP, Chief Information Officer
susan_sheskey@dell.com

* Andrew Esparza
Senior VP Human Resources
andrew_esparza@dell.com

* Paul Bell
Senior VP and President, Americas
paul_bell@dell.com

* Stephen Felice
Senior VP and President, Asia
stephen_felice@dell.com

* David Marmonti
Senior VP, President, Europe, Middle East and Africa
david_marmonti@dell.com

* Brad Anderson
Senior VP, Business Product Group
brad_anderson@dell.com

* Jeffrey Clarke
Senior VP, Business Product Group
jeffrey_clarke@dell.com

* Martin Garvin
Senior VP, Worldwide Procurement
martin_garvin@dell.com

* Alex Gruzen
Senior VP, Dell Product Group
alex_gruzen@dell.com

* Joan Hooper
Vice President, Finance, Chief Accounting Officer
joan_hooper@dell.com

* William Gray
Board of Directors
william_gray@dell.com
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Dell Financial Needs Major Help
Posted by on
FLORIDA -- If this wasn't happening first hand to me I wouldn't believe it..... below is the letter I sent to www.oag.state.tx.us

June 16, 2000 we moved from Michigan to Florida. For over two years I have been trying to get the address changed in the Dell Financial computers. I personally have had to put reminders in outlook to call Dell for our invoices for over two years.

On Nov 3 - I started off calling Dell Customer Service, I spoke with Adam (866) 273-9823 x7155 to ask for an invoice for a computer we recently purchased on their "60 Days Same As Cash" offer. Adam informed me that he is Dell Customer Service, not Dell Financial. The two are totally different companies. I informed him that for over 2 1/2 years I have been asking that our billing address get changed in the Dell computers because we aren't getting our invoices and I'm having to call and ask for them. Adam transferred my call to Dell Financial and stayed on the line to assist if needed. We were connected to a Dell Financial Employee named Monet, employee #65470, who couldn't figure out why our invoices were being sent to Michigan. She transferred the call to her supervisor, Ryan, employee #455120, who tells me our account is up to date and sends me an invoice dated October 2, 2004 for computer -009 (it had been sent to Michigan - AGAIN)!

I (with Dell Customer Service representative Adam still on the line) continue to try to find the magical person at Dell or Dell Financial who could finally change our address once and for all to Florida. While doing this (it took all day November 3) it comes to our attention that contract -008 was not paid (invoice was sent to Michigan and I missed calling for the invoice). Dell Financial tells me that because we missed the 60 days, interest, finance charges and other assorted charges totaling $221.39 will be added to the bill. I felt I had gone well beyond what would be expected from a customer in trying to get my address changed and my bills paid on time, I asked the charges be waived.

Throughout the day we (Adam and myself) were passed between Corporate and Financial. We spoke with Virginia #47124; Brenda (Virginia's Supervisor), Ken Nader, Suchi #371153; Joan #322926, Julie #94902; Ashish #592535; Candy #371987; Gary Lumpkin (800) 822-8965 x42695; Amy #592097; Katie #455220; Amber #431532; Michelle #339036; Ryan #455120; Joan #322926; and Deborah 345414.

At one point throughout the maze of people we spoke with, we were told that the first two employees, Monet and Ryan didn't work for Dell Financial at all. When Adam, Dell Customer Service, asked if those people could have had access to our financial information we were told only Dell Financial employees had access to that information. Since they were the people who sent us the invoices that morning, our point was made. Late in the afternoon we were told by Michelle #339036, that the invoice for -008 and -009 had been sent to the Florida address. When I disagreed with her she didn't change her answer until I stated I had a fax from Dell that morning with the Michigan address on it.

By the end of the day it was resolved that Dell Financial would waive $200 of fees and Dell Corporate (Adam) agreed to paid $199 for all the grief Dell Financial put me through. I stated I had put a check for $5,248.97 (to pay both computers in full) in the mail during lunch and then was told that the remit to address on the invoices faxed that morning was incorrect and I would need to call to confirm that the money was applied.

November 3 - sent two emails to dell financials web site and did not get a response. RE: Case ID: 1924192 Invoice (Late/Not Received) - Acct: 501-8018505-009 #AutoReply# (KMM6852841I21406L0KM); RE: Case ID: 1925978 Other - Acct: 501-8018505-009 #AutoReply# (KMM6858967I21406L0KM)

November 18 - Nikki #455077 states check hasn't arrived yet. She suggested I calling my bank which verified the check has not been cashed. I called Dell back - Virginia #47124 advised me not to stop payment, 15 days was not enough time to clear. She advised waiting until December 1 and call back Dell at that time if check hadn't cleared. Barbara #589124 confirmed that check still hadn't cleared and increased payoff date to an additional 20 days. Barbara advised me not to stop payment on check and to wait, the check would be posed the date Dell received it.

November 23 - check cleared our bank.

December 14 - I was told by Liz #32469 that the check was received and that -008 and -009 have been paid. I was also told that because of Dell Corporate contribution that an overpayment was due us in the amount of $83.41. All this was confirmed by Liz's supervisor, Barbara #589124.

December 22 we received another invoice for -008, Cher #83060 said not to pay the invoice as our account was paid.

January 3 we received a call from Carol #7245 informing us of a balance due of $8.05. I explained all the above and she said we would have a call back in two days.

January 4 - Ruby #10684 called wanting payment of $8.05. I explained everything to date. She once again confirmed the payment of $5,248.97, our check number 4153 and confirmed the $83.41 due us. She was sending a dispute sheet in for the $8.05 and said I shouldn't be bother by Dell over this any more.

January 6 - Chris #10683 and then Allen #461868 called. Once again I explained all to them. They confirmed that -008 and -009 paperwork was completed. Allen said paperwork would take 30-45 days. I asked 45 days from when the paperwork was filed or from today - he couldn't give me an answer.

January 10 Rick from Dell called (800) 667-9887 but did not leave an extension to be reached at.

January 11 I called the above number, left a phone message and have not heard back.

January 11 I also received invoice 44299217 in the amount of $81.38 for account -008.

January 11 - Called 1-800-667-9887 asked for Rick. Was given Gary #10682. Gary transferred me to his supervisor, John #4672. John states that our check for $5,248.97 was never received. I told him the check was received and cleared our bank on November 23 and this was confirmed by numerous Dell Financial Employees except him. He replied that "unless he sees it, he doesn't believe it". I asked him for the phone number of Dell's Legal Department, that I'm through dealing with this. Gary gave me the phone number of 877 577-3355 NOT LEGAL'S NUMBER, Dell Financial's Customer Service number.

Katie #464269 answered. She would not give me legals' email. Advised me to go to the web site. I advised her that on two previous occasions I went to the web site and did not get a response. She said she's just a call center and all she could do was give me corporate address in Texas. On the upside, she did see that we paid $5,248.97 back in November.

Update:
January 11 - 4:12 PM - Ruby #10684 called (note: she called on January 4) looking for payment. She transferred me to her supervisor Kelly #1179 who now says we owe $164. She says its for account 501-6237511-001. When I inform her its not my account she puts me on hold again, when she comes back on the phone, Kelly states its a "computer glitch" and that the above account isn't mine.

I am being harassed by Dell Financial. Even though this is a small business account, my personal credit is being affected by this matter. See http://www.my3cents.com/search.cgi?criteria=Dell, it appears that I am not the only person who is getting excess charges by Dell Financial because of an old address.
     
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