Dell Corporate Office & Headquarters

This is a complaint. I need to have hardware replaced. On March, 2011, I purchased an Inspiron Laptop, and Dell Printer. Each has presented operating problems; but more importantly, your support organizations have proven not able to resolve problems: incompetent may be too harsh but the results are same. Consumers have become used to being up sold and having poor customer experiences. However, I feel that Dell also doesn’t honor or support your contract agreement regarding purchases. Each of your technical call center agents has a different approach to problem resolution. For 3-4 weeks I have been trying to resolve the problem in operation of my Laptop. The behavior and performance led me to believe a virus/software problem existed. • I contacted McAfee on 11/7/11 to have them run deep diagnostic scans because my desktop software didn’t detect any viruses. They (McAfee) said my laptop was clear and no virus corruption was detected. They advised me to phone Dell and have hardware diagnosed. • My next call was to Dell. The agent (name was unintelligible) ran several scanning programs that resulted in his suggested I purchase System Mechanic software. Allowing me to clean clutter from system on my own. I agreed and purchased. My laptop didn’t have a long delays between commands…but was somewhat improved. The agent advised that it might take some time for system to stabilize. • Later I received 2 separate calls from Dell (again name not intelligible) asking if the service worked. I phoned back and left messages on Voice Mail, but the agent “who wished me a Blessed Day” never returned my call. • When phoning back and going thru normal prompts 2-3 days later, I was advised that according to Dell Call Log, I had said that I had virus infections NOT TRUE. Diagnostics dealt with hardware only. Your agent only offered to scrub my hard drive for a Fee $239.00. • I was so angry because he didn’t even pursue trying to resolve hardware problem…which was the purpose of my first call resulting in me purchasing Service Mechanic software. • He said I didn’t have software warranty and must make this purchase to resolve problem. • I don’t doubt this is a good product…but I have not been given enough information to determine if it is actually necessary. My complaints are: o I had been responsible and installed McAfee @ significant cost. McAfee gave their clearance and assurance of a clean system. o Your product has not worked properly. After loading to another system, it (the other laptop) has started to degrade in performance. o Could the software that causes the computer to operate and not the applications be diseased? Why would that be the consumer’s concern? o Where is the “fix the problem …make it right philosophy”? o The solution is beyond my ability to resolve with remote help. Couldn’t I actually have a lemon?

Actually, I would like to give them a negative 5, and I can see that I'm not alone. Most of the people in customer service and techs can barely speak English or understand it. It takes me many hours to do something that should take 15 min. Plus, when they don't understand you they won't admit it and go on as if they understood making me go through stuff that had nothing to do with the problem. It makes me sick to my stomach to think of all the money I have spent on tech support that has led me astray, made things worse, and given me stress attacks. So many hellish things have happened to me in the last 3 months that it would take too long to write it all down here. But what it boils down to, the things causing these outrageous problems, first is the inability to communicate back and forth with the people who are supposed to be helping you, due to them having little to no ability to speak or understand the language of their clients. And, if you want to complain about this, you have to complain to these very people. I don't think Dell has any staff that has even a rudimentary grasp of English. Plus, they are poorly trained technicians. They are reading from a technical book and if that doesn't work, they don't know what to do. I have to end up helping them to figure things out. If they lose their place in the instructions, we have to start all over, since they don't really understand what they are doing, and are just reading what's in the book to me. This is always a joy to be taking instructions from someone who doesn't understand what they are reading to someone who can't understand the garbled English they are speaking. When having a simple question to ask customer service you always get transferred all over, having to painfully communicate the question at each stop. What started out as a simple question, ends up being a big problem. What starts out as can I please get a copy of my software/hardware warranty, turns into. We don't have those kind of warranties. And I'm like, but the person I bought it from along with the computer sold it to me like that and charged me for it. Then arguing, then long times on hold. Then finally coming back and saying, oh ya you do have that. Then transferring me to someone that knows about that, then going through the same thing with this new person, who finally also admits I have it. By now, I'm so relieved to find I have what I was originally sold, I forget to ask for a copy of the warranty. Then, today, I get a phone message asking me how is my new computer system and wants to talk about my warranty. I call back and find out that once again, I don't have this warranty and I'm like yes I do, I better have. Even tho he had called to talk about warranties, apparently he doesn't know anything about them and has to transfer me. So, I wait on hold 30 min to find the place he transferred me to (which might as well be the moon) is closed. Now I'm up all night with an upset stomach not knowing whether I have this $300 software/hardware warranty I paid for and getting sicker thinking about that I'm going to have to call them again tomorrow. And this is just the most urgent problem with Dell that I need to take care of. I'm going to just have to take it one problem at a time and pray a lot.

I know things are tough all over but I called Dell to see if I could talk to someone about a family in tough times. An 11 year old girl taking care of her mother as well as her grand parents and they are dirt poor. The girl's health is not in the best shape and because of that she is home schooled. There is plenty more to the story but there is no need to type it all out now. All I wanted to know was if Dell had any program to help the poor with some type of learning computer. I was passed around on the phone for no less than a dozen times, tried to sell me a new computer, spoke to people in India and lastly they gave me a phone number 512 726-4317 to call to speak to the people who handle such things and that number is always busy. In other words.....buzz off. All you had to say is you do not have a program to help me. Merry Christmas Dell.

First I went to Dell Web site to purchase a new desktop computer. Vostro 460. Price quoted said with monitor. However, when printing the summary it did not include the monitor, that was another 189.00 same with memory, suppose to have 8 GB memory, but the price only included 4 GB, price increased to add more memory. So I called Dell wanting to talk to a sales agent. (of course got someone in the Philippines. After going through the 20 questions the automated answering computer. Are you a business, how many employee's etc. Finally when I got someone in person in the Philippines, He started asking the same questions, I told him I just wanted to buy a computer for my home business and he stated I had to first answer all these questions. Finally I said let me talk to some in the USA. He declined to transfer me a USA agent, but instead transferred me to sales agent in the Philippines. (I thought I was talking to sales) anyway, they started off the same questions all over again. I just declined to answer, and they said then you can not buy a computer. So I asked to speak to a supervisor in the USA. After a long hold, someone came on the line, again someone in the Philippines. He again started off with the questions, When I declined to answer, and demanded to be transferred to the USA. He hung up on me. I guess I should be thankful I did not purchase a computer from them. WOW, can you imagine trying to get support. Dell use to be a great computer and great company. But has changed over the years. I would never ever buy from DELL. I will just buy the parts needed from Newegg, and build my own. At least then I know what I have and that it works.

I have two dell computers and two dell printers. In the past I have bought dell also. I always called my self a dell girl but not anymore. I will NEVERRRRRRRRRRRRR buy dell again. Customer service ridiculous! I always get sent to India somewhere and i can barely understandalled what they are saying. I purchased a downloadable anti virus sofeware 3 months ago. The tech was going to download it for me but it was very late . We had been working on cleaning my computer from a virus that took almost the whole day. so the tech was going to call me back but we played phone tag for several weeks. I never got it downloaded. I got busy with school and forgot about it and he never called back. Bottom line , I called last month to see about getting a refund and could not get through the right person. alot of running around on the phone. Finally i got throuh today and they said they can not give me a refund. They said I had 21 days to return the software. I had no idea all I had was 21 days. The Tech never made that clear to me. I can't believe this. After all these years with dell and talking so good about dell and this is how they treat me. I will never ever buy any dell product again. I'm going to apple now. Dell needs to stop being cheap and creating jobs in India.

This is the first and last time I will purchase a Dell computer. Dell's Customer Service is atrocious, and unprofessional. I have had several issues when calling the customer service area. Part of the problem is the language barrier. It is sometimes extremely difficult to understand the people or for them to understand us. I just need to cancel an order and it took two days to get this accomplished. I have never seen such ineffectiveness within an organization. Dell you are going to lose a tremendous amount of customer if you do not rectify this issue.

Decided to get Daughter Laptop for school. She was on a really old laptop. She is honor student so decided to get her a new laptop for school. Just four weeks after purchase of Dell laptop, the computer screen had horizontal and vertical lines on boot up. Call and sent to Dell. Sent it via FedX took a week for them to receive it. Wonder where it went for a week. Called them and was on chat several occasions to be met with no help as to status of Laptop. Finally they called and they said we damaged it. Not covered. We did nothing to this lap top in the 5 weeks of limited use of owning it. It never left our home. They said it cost $300 plus to repair but would repair it for near $200.00. We purchased for $450.00, so NO Way. After all the phone calls, lack of support, being stuck on hold and transfer, transfer, transfer and automated calls to my home with contradicting information, even if I were to consider getting it repaired, I would not trust them with a credit or debit card. Or to fix it properly. I'm having it returned to us. (Hopefully) I will then go to the place I purchased. Doubt they will be able to help. We'll try to get it repaired or have to take the loss. Bad deal since right now we have a difficult time financially. Will look into BBB and letter to State Attorney. Beyond Ridiculous. I don't see them lasting too long in this business.

Dell customer service is horrible, language barrier and all. My daughter received 2nd degree burns on her leg, Dell acknowledge that their computer caused the injury, she now has permanent scars, their insurance carrier, Chartis, promised compensation for these but has now reneged and they don't want to pay. DO NOT BUY DELL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!I will be posting pics of her burn on another site.

Purchased a new Dell Inspiron One Touch in August 2011 and put it into service in October 2011. Worked Ok for about a month then started shutting itself off during the time I was using it. At night it went off completely and would not reboot regardless of what we did to it. Customer Service, a joke, was of no help at all. I had already run all the diagnostics and wrote down the error codes. They finally said it must be the hard drive so they ordered one and sent it out with a tech to install it. It would not even make it through the installation. Now we have n o idea when they will be able to get the parts to try again; probably never. We've been on the phone repeatedly with customer service trying to get someone to either give us an upgraded unit or refund our money. So far, we are just blowing smoke as they will not call, nor return calls. Each time you contact CS you start over and it's simply not worth the effort to try to discuss this with someone who does not speak the same English language I do. Why Dell would not bring at least a large part of these jobs back to the US so we could communicate with CS is beyond me. Guess it costs too much. I plan to pursue a refund and will NEVER again buy Dell. We set up our old Dell last night so we could use something. It's slow, old but it works. They now have our money and I want it back.

My story is the same as most -- language problems, hours on phone, etc. When I called India, there was a party in the office and I had trouble hearing, let alone understanding. My issue was connectivity -- so after 4 hours it was determined a rep would come to my home. He did -- he was good -- but the motherboard they sent him was defective -- and I now had a blank screen. They sent a return box, which arrived today. It is 14 inches wide -- my laptop is 17 inches. The agent in India told me to just remove the foam and it should fit!!! Next he said I could just use any box I had to ship it back, since I had the return labels!!! After 45 minutes and 2 dropped calls, they finally agreed to send a new box!! I think that the problem with the computer is a bad wireless card -- but can not convince India that this is the problem! From the number of people I talked with who did not speak comprehensible English, I would say that Dell should return customer service to an English-speaking country. They could survive with 20% of the employees -- thereby making up for the difference in the salaries!! There would be less time saying "What did you say? I cannot understand you!" So the fewer workers could handle more calls!!! I have always had a Dell computer -- but from this experience -- and from what I read of others --- this may change!! What a shame!!

I ordered a Dell system thru their sales program, ordered the PC to hace certain expecifications, etc thru the phone, ordered monitors plus all the add ups! After hours on the phone, I got comfirmation about my purchase via an e-mail. After they (Dell) starting shipping the system by pieces, got an e-mail about one of the monitor was not available any more. So to make a long story short: I have expend hours trying to cancel my order on the phone talking to people that does NOT speak English!!! Then, they make you wait for hours on the phone!!! Never will get a computer from them!!!! Hope I get my money back!!!

Customer Service is horribe. I've had several issues when calling the customer service area. Part of the problem is the language barrier. It is sometimes very difficult to understand the folks or for them to understand us. I recently purchased a renewal of the service contract for my Dell laptop. With this purchase, I was suppose to receive a $50 e-gift card. The card was suppose to be issuedwithin6-8 weeks. It has been 9 weeks and I have called at least 5 times and spoken to 10 different people..and no gift card. This is not customer service. I have made 2 payments on my Dell account. Personally, I think they don't care. We get better customer service here in the USA. Those folks that answer these calls over in India don't care about us or customer service. Bring those jobs back here to the US. I will never buy another Dell Product and would let everybody I know not to purchase from Dell because of the lack of care and customer sservice.

We bought a dell laptop for a Christmas present last Christmas this past summer the kid went overseas while in the over head compartment the screen broke I have been trying for months to get it repaired only to be told after they had the laptop for over a month that the screen is on ORDER? and they sent it back as unrepairable REALLY? dell can't repair their own computers? each time I call they send my call to india again REALLY? you keep getting the same person who needs to go to school and learn ENGLISH I know what a novel idea I really wonder how did dell get to be such a big company? not only CAN THEY NOT REPAIR THEIR PRODUCTS BUT THE GUY IN india HAD THE NERVE TO ASK ME IF I WANTED TO PURCHASE A SYSTEM UPGRADE.....REALLY?....FOR A COMPUTER THATS BROKE AND UNREPAIRABLE? THIS COMPANY IS A JOKE....THINKING ABOUT BUYING A dell? HERES A LITTLE ADVICE TAKE THAT MONEY AND LIGHT A MATCH....NEVER WILL WE BUY ANOTHER dell

I purchased a Dell Laptop Last November. I has not worked right since I have owned it. When you call customer service you get India and after several phone calls and wasting hours running the stupid tests, they finally sent someone out to replace some parts including the mother board. This lasted only a short time and when I again called Dell I once again got India and was told to again run those same tests. I told them I would NOT run the tests again as is was the same problem as the last time. There must be something more wrong that makes the mother board go bad again.I asked for a technician to come and evaluate the computer and was told that they only know how to change parts not evaluate a problem. My warranty is up is a couple of weeks and I still don't have a working computer. I asked to speak to someone in America and was told I would have to upgrade to a different warranty. I asked for a corporate number which they would not provide. Bad product and no support. I would like my money back but I am sure I am out of luck.

I had done a greatest mistake in my life that I had purchased Dell Laptop in the month of September 2011. Within a span of 20 days I found that system is shutting down within 10 to 15 minutes from the time I have started the system. I had contacted Dell and requested their representetive to repair the same. He has attended the system but he could not solve the problem. Insted of solving the problem he has damaged the cover of the Laptop. Finally on 5th Oct 2011 Dell has decided to give me the replacement. After continuous follow up to Dell, they have collected the system on around 20th October 2011. Even after collecting the system Dell Officer Sumitha was continuously asking me through Mail regarding some waybill no. which has not been provided by the dell representative. Then suddenly she has excepted that she has received the system. When I asked her on around 22nd October regarding the system, I had received the mail saying that she is out of office. Again I wrote to her on 4th Nov 2011, her reply was she is waiting for Logistic Dept. Again I wrote to her on 13th November Her reply was She is out of office. Again I wrote to her on 14th Nov 2011 and till time I have not got any answer. Now should I expect the answer from Dell that she is out of the world along with my Laptop ? Please Answer

I purchased a Dell Data Safe Backup service from a Dell software subcontractor. The product was sold through Dell.I found it to be worthless. I requested a refund to my credit card. Dell put the refund in my Dell Account. This is NOT what I requested! I have tried several times and many days to correct this. EVERY CALL was routed to INDIA! I requested to be connected to someone in the U.S. and was told they could not do it and to call again. I have since called AGAIN more than two dozen times - EVERYONE was connected to INDIA! No one seems to be able to correct the mistake. This was the last straw. After purchasing Dell products for 20 years I am done with Dell. A product is only as good as the company/product support. It no longer exists in Dell! I should have listened to my friends and neighbors who warned me about this.

Dell is by far the worst investment I have ever made. I called tech support for a minor issue. They took control, scrubbed my hard drive, destroyed my files and charged me $649. to download sofeware. The computer is less than a year old and I have spent over $2,000 trying to get it to work. I spend no less than 5 hours each time I call. On one occasion, the rep. hung up in the middle of the session and I had to call back to re-gain control of my own computer. I am going to file a complaint with the Attorney General's office because those people in India are con artists. I have advised my friends to never buy a Dell product and to find out where coustomer service is located. If it is in India, buy something else.

Dell is by far the worst investment I have ever made. I called tech support for a minor issue. They took control, scrubbed my hard drive, destroyed my files and charged me $649. to download sofeware. The computer is less than a year old and I have spent over $2,000 trying to get it to work. I spend no less than 5 hours each time I call. On one occasion, the rep. hung up in the middle of the session and I had to call back to re-gain control of my own computer. I am going to file a complaint with the Attorney General's office because those people in India are con artists. I have advised my friends to never buy a Dell product and to find out where coustomer service is located. If it is in India, buy something else.

you suck dell freakin india customer service are u serious idiots!!! beyond pissed right now.....my dell crashed overnite no warning no nothing and im told i must of done something to it no sorry ur computers suck im so done with dell

Why don't we all start a Class Action Lawsuit? We are on our 3rd failed computer in less than six months and that is just unacceptable. Their computers and customer service were once pretty good, but over the last five years, they have produced and released more and more lower quality products. The service is horrible and I am on my last leg with them. I think they are actually giving me heart and stomach problems after recent events. If you are interested in forming a CAL, e-mail letsfiredell@yahoo.com.