Complaint About DELL

Hello,

I experienced Dells HORRIBLE customer service today, so i know exactly what your talking about.

The representative hung up on me.  And i will definitely not forget this horrible experience with dell.
It is not a good company overall, they try cheating customers. In addition their overseas call centers are not helpful.

Good customer service is something this company would benefit from. And for future purposes, i will likely not affiliate with them.

It's not really a reply but I can't find where to add a simple comment.

My Studio 1747 Laptop just stop to communicate with iNTERNET. After many attempt to resolve the problem , the technician (french from Tunisie, I'm from Canada), ask me to re-install Win7. It works but all the drivers for Dell Laptop where lost. I've made a second call for this problem and the guy installed everything  for me in a remote session.

So,. up to now...good service.

I've try to upgrade the drivers but one of them is not working... a urgent one. I called the on-line service but since he can't take control of my PC, he sent me to the on-call service which cost money if I well understand.

So, up to now,, I was pleased with the on-line service (in french) but I'm not so sure know...

Australia is not much better, its so slow getting delveries. It took 9 days turn around to get my daughters laptop built  and delivered.. 2 months and we had to re-install vista after an accidental quick shutdown.

Im in Sydney Australia where i can get anything at anytime. EXCEPT ANYTHING FROM  DELL

The ac charger is u/s and now it is 8 days since we ordered a new 1 under warranty.Its the weekend here so we wont see it for a few more days. I could of flown to china picked it up faster.I understand they must have a lot of orders but  why must it take so long.Customer support is based overseas in some third world country  and i have to try to explain things to someone who speaks lousy english and cant understand our Aussie drawl.The guy i spoke to on friday didnt  care, i didnt have the tag number on hand to check the order of the ac adapter, he had all my details but couldnt work out another way to check the status...Kept telling me to ring back and then he hung up as i was mid sentence.Im appalled, i ended up logging into the dell website dowloaded my old invoice and found the number there, i then checked the status and it hadnt been updated since they took the order 8 days ago.

You know i was really excited to be buying her first laptop and it was going to be a DELL, It all looked to good to be true and it was. MASS PRODUCED RUBBISH

I am buying a new computer for myself and i definetly will not be buying dell.

LEMON

Hi

Hi Richard 

i did not realize that there was such a thing , with all the lies and promises you will end up with a large phone bill and a merry go round in your front room ,trying to sort things out with support ,you can sum support from dell  as the following , if the problem is easy you may get it fixed , if the problem is hard you will be put through Dell Hell Support Team and not get any were , if you pay money to them it takes for ever to get it back , when i talked to a tech the other day he said that dell support has been told that they must make a profit dell , how can you do that , by keeping you on hold,  not sorting the problem , out their for more calls and more cost to you,

promise the earth and than throw the paper work in the bin , delete the call and deny all knowledge that you have called them in the first place ,

get you to buy another machine to replace your faulty one , offer 70% for the old one , but they forget that it is up to them to fix your machine as you paid extra for the support package and the new machine will only have the basic package . and dell with a big smile on their face as support would make a profit on the replacement machine as you will have to pay for a  better support package ,

and then it just goes on and on  and on , until you give up or have a heart attack due to the stress caused by dell support and complaints procedure whit just takes you back to support !

peter

I am living in China, but it seems Dell Customer Service is no better here.

We ordered Alienware Aurora Desktop for our son online from Dell China on the 7th Jun 2010 & got our delivery after much problem & delay on the 7th Jul 2010 (yes, a month).

It wouldn't boot & after several calls to Tech Support was informed the HD was faulty. He informed me it would be faster to just replace the HD instead of the whole machine, but didn't mention that the new HD would not come preinstalled with the bundled software & OS. There weren't any installation disks for the software & OS. After several calls again, also by their on-site tech, I was informed they will not reinstall the software & the disks have to be purchased separately. There isn't anywhere on their web-site that says installation disks for bundled software are sold separately, we argued. Furthermore, from our experience & understanding of a new PC that came with genuine bundled software will also come with the installation disks. The onsite tech could do nothing & advised us to take the matter up with Dell ourselves, but he assured us that if Dell refuses to reinstall the software & OS we could request for a new machine since it is within 15 days. The new machine would come with preinstalled.

Alas to this day after many calls to customer service, 2 letters <ADMIN NOTE:Case no. removed per privacy policy> & days of arguing with Customer Service they offer to reinstall only the OS & not the others.

We are very upset & frustrated with Dell. We only ask that they reinstall the OS & software as stated on the Invoice since the HD defect was through no fault of ours. Either that or replace the machine with a new one that comes with preinstalled OS & software. Dell refused both & would not refund our money as well. They even let us know in no uncertain term that no matter where we take our complaint to they will not satisfy our request.

Isn't there anything we as customers can do about Dell's aftersales service?

Please listen, your sales reps are breaking the law. False advertising, fraud and deceit in sales and advertising. I was blatantly lied to about the product I ordered, I was laughed at, an was argued with. Sad thing is, it took me nearly 9 hours on the phone to get these results. Do all my dell products represent this level of customer service?

Without providing more details (maybe one detail!) you are not helping yourself or anyone else. I, for one, would love to know what the heck you are refering to.

Jeff

I made an order with a dell representative via telephone on the fourth of August. I ordered a dell xps 16. The rep told me that i was getting a 1080p lcd screen aswell as a free battery pack. I thought this was great.  when  i followed up with my visa to check if I had been charged for the system, I was shocked to see a charge for 50$. with this unknown charge i decided to contact dell to find out what this specific charge was regarding. After spending nearly 6 hours on the phone just to find my order number. I was finally able to get a hold of my rep. when he finally sent me my confirmation  email i checked over the details of my purchase,  I found out I was charged for a "free battery" an that he blatantly lied to me about the details of my laptop. the laptop he was sending me was 940p. I took your advice and got a hold of someone from customer service. after telling them my story they simply said," i'm sorry to hear that".

Donald,

Sorry that you are experiencing problems with your computer order.  If you could contact me by private message, just click on my name in blue, then on the next page, click on the envelope icon that says "send message", and I'll see what I can do to assist.   Thanks.

Regards,
Robert

Dell does not charge until the laptop ships. Are you sure it was not a hold as opposed to a charge? Either way, you will not pay for a laptop you are not getting.

Also, if you want your post to stay, edit it to remove the Terms of Use violations.

EDIT: Post I was replying to has been deleted due to TOU violations.

Maybe it depends where you are but if you purchase online by credit cad, your card will be charged when the order being placed and the actual transaction processed within days. The invoice however will be dated a day or two wither side of the actual shipment date and is usually sent several days after shipment. For example;

Order placed 13/3/2011

Card charged 13/3/2011

Actual transaction processed 15/3/2011

Packing slip dated 27/3/2011

Delivery 29/3/2011

Invoice date 30/3/2011

(I have the paperwork to prove it.)

Maybe it depends where you are but if you purchase online by credit cad, your card will be charged when the order being placed and the actual transaction processed within days. The invoice however will be dated a day or two wither side of the actual shipment date and is usually sent several days after shipment. For example; Order placed 13/3/2011 Card charged 13/3/2011 Actual transaction processed 15/3/2011 Packing slip dated 27/3/2011 Delivery 29/3/2011 Invoice date 30/3/2011 (I have the paperwork to prove it.)

The answers I provide are for US residents, as these are US based forums. What I said was true for US residents - the order is not charged until it ships.

i also purchsed dell laptop 3 mos ago, it hasnt performed correctly since purchase and have also had terrible experience with customer service they're solution is for myself to outlay $250.00 to correct problem dell laptop. i will  report to  consumer agencies and atty gen of colorado. i will never buy dell product again. were you aware dell has no formal complaint division  ? based on that alone, had i known, i would not purchased a dell laptop.

Hi,

Dell is [Admin: post edited for content]!!!!!

I purchased del vatro 1015 lap top in 2010. Laptop has little or no sound. called customer care and they stated that it is build like that. I have to bring lapton speaker close to by ear to listen to any audio played on this laptop. Worse shock came this week when hard disk gave up. Customer care want 14,000 indian rupees to extend the warranty. My nightmare continues.

In Short DELL is  [Admin: post edited for content].  Be aware.

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