I am writing to get help raising a complaint regarding the Latitude 3450 laptops supplied to us.

Unfortunately, our experience has been unacceptable at every stage of this process.

1. Order & Payment Issues...

The order was placed on 25 April 2025.
Full payment was made via wire transfer to the UK account details provided.
The order was subsequently cancelled despite payment having been made.
We were required to resend payment confirmations and had to repeatedly chase via multiple emails & calls just for updates.
The matter required multiple escalations before the order was finally processed and shipped.

From order placement on 25 April 2025 to delivery on 28 May 2025, the devices were delayed by 33 days.

A 33-day delay - particularly after payment had already been made - caused significant disruption to onboarding new team members and created unnecessary administrative burden on our side.

2. Ongoing Technical Failures

Since deployment, the laptops have experienced persistent performance issues, including:

Freezing during Microsoft Teams calls.
Loud system noise.
Shutting down mid-call, particularly during screen sharing and presentations.
General instability when running Teams alongside other standard applications.

Multiple Dell support cases were opened , and despite hard resets and multiple interactions with technical support, the issue has never been properly resolved.

These problems have been ongoing since 2025 and continue to impact our client-facing work.

3. Incorrect Specification Acknowledged by Dell

During a recent support call, we were informed:

The Latitude 3450 units supplied include older processors.
Several devices were configured with only 8GB RAM.
8GB RAM is insufficient for our usage (Teams, multi-application use, multi-screen setup).
One device was described as effectively “entry-level” and not suitable for the user’s role.
Dell takes ownership that the wrong specification may have been recommended by the account manager.

We relied on Dell’s expertise when selecting these machines and trusted that the recommendations provided were appropriate for our business requirements. It is not reasonable to expect us to override the guidance of your own account team.

We have now been advised that the “solution” would be:

Paying an additional £250–£300 per device for RAM upgrades; and
Either dismantling the machines ourselves, or arranging a technician visit.

This is not an acceptable resolution.

It isn't feasible for us to incur further cost, operational disruption, or risk to warranties in order to correct what appears to be a mis-specification at point of sale.

We chose Dell for reliability and professional business support. The repeated administrative errors, prolonged delivery delays, and unresolved technical failures do not reflect the standards we expected.

Also, it has been extremely difficult even to get a complaint across. We look forward to hearing your prompt solution to this problem. Please advise us on what to do- or help me escalate this to the relevant team.

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