Dell has web bank i have no problem logging to my dell account while paying dell online now i received a message they areswitching banks web bank to comenity bank i don't why dell change banks two weeks i received a letter from they change banks to comenity bank now i have oct 9 to register my account also they gave me a new account number to be used after i register itried to log in my dell pay credit account couldn't log in i was transfer back to the same page i tried the chat online with live agent the agent cut me off thelive agent was rude. again when i call the toll free number the guy couldn't help me so i decided to hung up on him why he could not speak english well now they locked my acount after i changed the password several times.
I purchased a Dell XPS 15 7590 in 2021 from Dell Refurbished store, and the laptop had undisclosed problems out of the box. Some of those problems included data loss, thermal problems, inoperable fan, hard drive not reporting fail state. Reviews on the net by other users indicate the thermal paste is defective in this model, aend that there were defective components.
I contacted Dell Twice on their Whatsapp contact, and in both cases their contract tech support in India refused to open a trouble ticket. Finally after repeated contacts Dell agreed to open a case on or about May 2022, and I shipped them the laptop, but it was returned unrepaired on or about 01-09-2023. I called Dell again, and they allegedly repaired the laptop, but diagnostic reports showed thermal throttling the first time the laptop was started. Dell then indicated they don't support Linux, and that i should take the laptop to a local repair shop, but i advised Dell the laptop overheats with Windows as well as Linux, and i have never heard from Dell again. Dell should be sued in a Class Action Suit for selling defective products, and not honoring their warranties.
I purchased a laptop computer from Amazon. The model is DELL Inspiron . This PC has 64Gb of RAM and 2 Tb hard drive. Because it was malfunctioning (USB port on the left had an issue) I have sent it for repair.
I enclosed an original Invoice from AMAZON along with the printed clear information explaining what is the problem. A week after receiving this PC DELL Rep. called me asking for the Invoice and asking what is the issue (meaning that they have lost all my information).
DELL kept this PC for another week, unable to repair it, and have not responded to my requests on the status update. Finally, after 2 weeks I requested to ship this PC "AS IS" back to me no later than April-4th-2022 because I have had an Amazon deadline to return it for a refund. They have not shipped PC back to me as requested, then next day (April-5th) I received an Email that computer is fixed and will be shipped to me the next day. I received PC from repair on April-6th and was shocked to discover that DELL removed original memory (which was 64 Gb of RAM) and placed 16 Gb instead.
When I called DELL Tech Support they claimed that this PC does not come with 64Gb RAM (while it is clearly saying it on the Invoice). Obviously the RAM has been modified by the seller, but the computer should have been sent back to me with the amount of RAM that was installed when I shipped it for repair!
I can't believe DELL could have been possibly so dishonest, hoping that the customer will not discover this fact.
On October 2, 2021 I went online, Dell.com, to order an extended service warranty for my Dell laptop. Dell.com states that if you renew online you receive a 15% discount of the annual extended service warranty. At checkout, the total was $107.55, no shipping fee, no taxes and then the Grand Total was $158.55. I backed out. Started over, same calculation. The warranty was not $107.55 as advertized on their own website. So I called the Warranty Services Department 1-800-247-4618. You get India!
I asked why the difference in checkout price and Mohammad Shad told me they had a price increase YESTERDAY. (They are a computer company so I'm thinking they have a programmer somewhere in the company who could have updated their website.) I explained to Mohammad what I see on my computer screen - one year extended warranty service @ $107.55, not $158.55. They must honor the published price.
I asked where is the 15% online discount? Mohammad stated that the actual price is $185, but minus 15% is $159.00 the very same price as I was seeing on my screen at checkout. I pushed back again. He stated he could offer the service now at $131.57. Ok. So this is negotiable. I asked to speak to his Supervisor or the guy who can authorize this one-year service for $107.55. He put me on hold. Mohammad now is willing to sell the service to me as published $107.55. He sent me the receipt and stayed on the call to verify the receipt matched what he offered.
Why are we doing business like this? Consumers who just point and click pay 47.7% more for just pointing and clicking to place an order at Dell.com and the other consumers get the price they bother to negotiate? Color me disappointed in Dell.
For the past several months, I received a bill from Dell. The bill amount was in the amount of $9.05. After the first time, I called and they said they were not sure why I was receiving this bill. The second time I called they explained it was an extended warranty fee. I told them I did not okay a purchase of an extended warranty on my laptops purchased years ago. They said, they would waive the fee.
Recently, I received another bill for $9.05 and in the billing field it said "New Plan" and the fee was there. I am concerned for others because they may be paying this bill and have no idea what its for. The wording Warranty or Extended Warranty should be on the bill.
After several discussions with Dell Customer Services, they let me know they can only WAIVE the NEW PLAN fee once. So---in order to fully close my account, I needed to pay the bill. Well, I paid the bill and my account has been closed.
Please pay attention to all the fees on your Dell Financial Services bill.
Dell is using a poor business practices to get more money from its clients. They should have sent something with the bill stating an extended warranty is available. They did not, and went forward with setting up a plan for a monthly payment.
On oct 27 2020 i bought a DELL LAPTOP for 825 dollars, i got dell because it was the one that offered the specs nedeed for classes. I should have seen the red flags from the beginning. It took 3 months to be able to register the laptop, some error bestbuy and dell had. by december i was able to register it. and i saw that it said the waranty started on sept. The laptop i strictly use it for school. i never move the laptop from the desk. On april i got the laptop and a SCREW was on the desk. You guessed it, it was from the bottom of the laptop.
The next day another i found a second screw. Oh yeah i forgot to comment that i had talked to tech support about my fan making to much noise, they said that they where going to get back to me, and i am still wating. For the screws i called tech support and said that i had to get a extra waranty for a tech to come to my house. yeah some stranger going to some ones home on a pandemic. If i check on the bottom of the laptop i can see some others screws almost detaching too. I have researched about screws falling out and there are more people with this issue.
In Aug 2019 I purchased a Dell XPS 3890 with 32GB RAM. I did so by talking to a Dell sales representative on the phone. In doing so, I conveyed that I will eventually upgrade the machine to 64GB RAM and that the machine needed to allow for this.
What was delivered was a 32GB RAM machine with the only way to upgrade to 64GB of RAM by throwing out the 32GB RAM Dell had sold me and purchasing a separate set of 64GB RAM. In essence, Dell is trying to charge me for 96GB of RAM in order to have a machine that has 64GB RAM.
As a consumer, I have no choice in how the Dell XPS 3890 is configured except to indicate the total RAM I currently want, and to convey that I need a path to 64GB RAM that only includes the purchase of 32GB of additional RAM. It is Dell’s choice to configure the 32GB of RAM in such a way that does or does not allow for the addition of 32GB of RAM to result in an XPS 3890 with 64GB total RAM.
Dell
(a) Knowingly configured an XPS 3890 with no upgrade path except to buy an additional 64GB of RAM and discard the 32GB RAM already purchased, and
(b) Was informed by the consumer of his intention to eventually upgrade to 64GB RAM by adding an additional 32GB in the future, and
(c) Sold this XPS 3890 to me (the consumer) without any disclosure of needing to purchase 64GB of RAM to upgrade to 64GB of RAM, thus misleading the consumer in his purchase.
(d) Provided a receipt that indicates “32GB DDR4 at 2666MHz; up to 64GB (Additional memory sold separately). This receipt reinforces that to expand the RAM of this Dell XPS 3890, consumers need only buy “additional” memory.
This Dell XPS 3890 is configured with 4 slots each with a maximum of 16GB RAM. To produce this machine with 32GB of RAM, each of the 4 slots was filled with non expandible 8GB of RAM. In order to upgrade this machine to 64GB of RAM, each slot must be replaced with 16GB of RAM. Currently, Dell charges $199.99 for a single 16GB RAM card. As such, Dell wants to charge $800 to upgrade the machine to 64GB RAM, which is twice what it would cost ($400) to purchase 32GB of RAM had the machine been configured in a way that allowed for the addition, not replacement of RAM.
(a) Dell to provide an XPS 3890 with 64GB RAM via the purchase of an four 16GB DDR4 RAM cards as directed by a Dell technical representative on March 16, 2021, for the price of two 16GB DDR RAM cards of same.
If Dell chooses not to take this step, I will
(a) Directly contact VisionTek corporate to explain how Dell, a reseller of their products, is deliberately misleading its customers to increase profit,
(b) Directly contact the Better Business Bureau to file a complaint against Dell, Inc at 1 Dell Way, Round Rock, TX 78682 https://www.bbb.org/us/tx/round-rock/profile/computer-dealers/dell-inc-0825-41453,
(c) Directly contact the credit card company used to purchase this specific Dell XPS 3890 to refute the charge because Dell did not deliver the agreed upon product. Something that could not have been determined until such time as the consumer attempted to purchase additional RAM,
(d) Post to social media outlets the details of the original sale and the communication with Dell since discovering the agreed to upgrade path was deliberately made unavailable by Dell.
Even getting to this point took a chat with 3 Dell employees, phone calls with 3 employees – one of whom just disconnected the call when I asked for escalation. The last call from Pradeep, a supervisor in the “Point of Need” department informed me that the “Escalation Team” would have to take over the case and would contact me the following day at 2:00pm CT.
Bought an alienware 15r4 only for it to fail catastrophically upon first start up. Requested a refund and sells like "well fix it, if not replace/or repair as is with your warranty and paid services" then failed miserably in that department, still have a defective product from the start yet now not only will dell not fix/repair/ refund; now they're asking for more money... after I'd requested my refund in a timely manner.
Dell on the other hand was neither timely nor competent yet want more money for more services that I I guarentee they are not providing. Frankly I declares this extortion. I want my refund Dell. And stop it with the undesirables already Dell, nobody likes them nor likes listening to them ask about our cars extended warranty, I just want my refund Dell
I bought a Dell laptop for our small business in Oct/2018 along with Microsoft 365 Business subscription. At the end of September, the subscription fee was deducted from account. Around November I started getting pop up on all Microsoft apps saying subscription expired. Over the months calls to both Microsoft and Dell went nowhere as they said I dd not have a subscription.
Recently I sent an inordinate amount of time with their agents trying to resolve. Finally, Dell told me they can't help me call Microsoft, Suddenly On Aug 3, 2020(nearly 2 months early) another subscription fee was deducted. For one day the pop ups disappeared and the next day they were back. Microsoft after 2 hours on phone said a 3rd party reseller bought Subscription and then cancelled my account the next day.
It was Dell Marketing L.P. a subsidiary of Dell located at the 1 Dell way address. Which is obviously how they got my information. It appears they are order subscriptions and giving them to other customers- either way the $106.24 that i have paid 2 years in a row has not given me my software.
I have always trusted Dell computers in the past so when I ordered my Dell XPS tower only for over $1700, I was expecting a fantastic fast & reliable PC. When it arrived (March 2020) it took approx. 6+ minutes to boot up each time and the computer was extremely slow, so I contacted Dell support. They worked remotely for about an hour and it seemed to help but then the PC began to freeze up at random, not shut down among other issues (blue screens, errors, etc.).
Again, the Dell support techs worked and worked over & over remotely for the next 3 months for issues until they said I must send it in because they cannot fix it remotely (this is a new computer).
I also contacted Dell Financial to tell them they cannot expect me to
pay for something that has never worked properly and they are looking
into it and will get back to me (Still waiting almost three weeks) My
recommendation is to beware of Dell and their tech support team (they
take your money but sell you an unreliable computer from China)
I have not purchased anything from Dell in a long time, mostly due to my own abliity to build and customize old hardware for my needs, however I decided to give Dell Outlet a try since I had read some positive reviews about their Technical Support with small businesses. Come to find out, that is not true so I suspect some fould play with paid reviewers on certain sites.
This is my honest experience. I bought a Certified Refurbished PC from Dell Outlet on June 18th 2020, and its a good thing I decided to keep a copy of the chat. I explained to the Chat Rep that I was open to cheaper systems (Refurbished) due to budgetary restrictions because of the ongoing pandemic, however PLAINLY stated that my requirements were the ablility to add on a 3TB drive I already owned. The PC came in a few days later, and I discovered immediately that not only was there no mounting bracket or space for the 3TB drive, but that this new purchase did not come with a required power supply cable in which to supply the drive with power to run! I thought to myself "simple mistake, right?" Wrong!!
I immediately got in touch with their tech support since I had already purchaed their extended "Premier Service" since it was also discounted during the sale, and was informed that they had no record of such a conversation, but also that I would have to PAY for the cable and any other mounting hardware, which this PC did not support Dell 3TB drive in the first place?!? I have escalated my claim, however their automated Email response keeps telling me that they have "Closed" the case for ten days every time I respond back with their requested information. My complaint is this:
DO NOT buy a Dell Computer online at all, much less any extended warranties or "Premier Services" because Dell Technical Support will refuse to honor them unless you pay more. I am done with Dell entirely, and will be donating this useless (to me) PC as soon as I expand my business prospects next year... As I am more than qualified to build and maintain my own systems, and seemingly know much more about PC specifications than the "Premier" service technicians. I have kept all correspondance of my chat with sales and their tech support, which will be made available to anyone doubting this complaint and review. I do not sign Nondisclosure agreements, ever. BUYER BEWARE!!!
Dell advertised their P2719HC monitor as a monitor that you can hook up to your computer with one USB C cable and get all the functionality of having multiple cables hooked up. I bought it, it worked for several months, then died. They sent me 2 replacement monitors that also don't work or work intermittently, and after several rounds with Tech Support and Customer Care, I'm being told that the monitor wasn't designed to do what it's advertised to do.
I want a refund and I'm being told that it's out of warranty. While technically true, no one buys a $400 monitor only to have it die 9 months later and be beyond the capabilities of the manufacturer to fix. Or to be told, oh that thing we said it did, well it doesn't do that, and that's why you're having the issue.
Now the details:
Worst customer service experience of my life dealing with Dell. I bought a P2719H monitor in 11/2018 and it stopped working after several months.
Tech Support:
I worked with Dell Tech Support and they sent me a replacement monitor in 9/2019. The replacement monitor failed immediately and I asked for a refund. Technically I was outside Dell's refund window of 30 days, but considering the terrible performance of their product, I didn't want to go through more replacement units that fail to work as advertised (at all) and waste my time. I did eventually let them send me another replacement in 4/2020, and that failed immediately also. To be fair, it works intermittently, about 30 minutes at a time then dies.
Tech Support is telling me something new now, that Dell monitors aren't really meant for MACs. I should mention that the Dell agent that sold me the monitor said It was perfect for my set up (MacBook Pro).
I'm still working with Tech Support because Customer Care keeps hanging up on me. Tech Support is elevating to "the engineers"....but I just want a refund.
Customer Care (different than Customer Service):
I've called Dell several times to discuss this issue and I've been hung up on (or call dropped) 6 times, usually right around the time I ask for a supervisor. In none of these cases have I been called back by the Dell representative, which the techs inform me is their procedure.
My calls with Dell go something like this: I call customer care, I mention refund to the automated system, I wait for 20 minutes (understandable given COVID 19), Tech Support answers, and I explain my issue and say refund, they say you need to call Customer Care, and give me the number, I mention that that's the number I called and somehow ended up with Tech Support, then they transfer me towards Customer Care. This is where I get a variation of, call drop, "we are not open" (on Monday morning), or I get someone who says, you need to talk to Tech Support because we're past 30 days and that’s our policy. I explain that Tech Support can't help and has already tried and failed because their ultimate solution is to send be a bad monitor, and I ask for a supervisor because I need an exception to policy. This is where they say ok, and the call is dropped.
My Dell laptop computer was my lifeline here in NYC during this terrible time.
Unfortunately, the hard drive on my laptop became defective on March 31st, 2020. Tech support sent the return dispatch box to me at the wrong address, but the FedEx driver telephoned me, I told him the correct address, and I received it. I returned the computer, and sent Dell technical support an email on March 31, 2020 telling them that the address was wrong. There was a delay to receive parts. The parts were received on 4/8/20. It was repaired the same day. It was returned on 4/8 and supposed to be delivered FedEx on 4/9. FedEx did not attempt delivery on 4/9 for some unknown reason. It sat in their warehouse in Jamaica, Queens, NY until 4/10/20 (Friday).
On Friday, FedEx would not deliver because the address was incorrect and I was told only Dell could change it. I called Mr. Sharma at 430pm EST Friday to ask him to contact FedEx customer service immediately so I could have the computer the next day. He insisted my address was 8042 230 Street (a nonexistent address), and refused to contact FedEx, as did his supervisor, Mr. Haresh. Instead Mr Sharma and Mr. Haresh sent my computer back to Dell in Houston. Mr. Burroughs then emailed me, and said he was shipping my computer back (no apology nothing for the aggravation). I think at least an apology was due. I enclose his emails to me.
This was extremely aggravating. I understand that mistakes occur, but sending the machine to Houston so I had to wait another week is beyond the pale. This is not the first time I have had terrible customer support from these types of persons. This type of technical support mitigates against further purchases from Dell.
I am hearing impaired. When I speak with someone over the phone, I have difficulty understanding anyone with a heavy accent or someone who speaks too quickly. I bought a Dell laptop in December 2019. It is an Inspiron laptop and ever since I have had had it, it shuts down and errors out. I have been trying for at least the last three months to contact Dell about getting my laptop fixed or my money refunded.
Every time I get connected to a technical service or customer service person, they are from India and they have a heavy accent which I cannot understand. I have spoken to at least ten people and I keep telling them I need to speak to someone who speaks English well. At least three of the CSR's have hung up on me, 3 others have been rude and have told me they "speak good English", others have told me they do not understand what a hearing impairment is. I have gone back and forth with e-mails and phone calls. I was final given a number to call - they claimed someone would help me. Once again, I got a person who did not speak good English and when I explained my disability, she hung up on me. I wonder if this is a delay tactic so they can run out my warranty and not help me.
I am insulted that they refuse to help me because of my disability, and no one will call me to help me resolve this issue. I am at the end of my patience and I do not know what to do at this point. I am filing a complaint with the BB and the ADA.
All I want to do is get my computer, an expensive model, fixed. No one will help me. I even tried to call corporate and I was told I would have to hold for 25 minutes. Does anyone how I can get some help? Who can I complain to at the company?
I bought a brand new dell computer in March 2019, it came with a 1 Year warrenty on the hard wear. I was having problems with the computer 9/19/19. I brought it to a certified computer technician here in town, he is very knowledgeable about computers, and I have used his services in the past, and was always satisfied.
He checked the computer on 9/20/19, and he called me and told me I had to get a new hard drive. I had a feeling that was the issue, but I wanted to be sure, so that’s why I took it to him. I called Dell because I had the one year warrenty on the hard drive. Well, after being bounced around from one department to another, I reached someone in tech support.
I described my problem. I gave him the order number and my customer number. They had no record of my order and didn’t even have my customer information on file. Then he told me they couldn’t help me since I didn’t have the computer with me, and they (Dell) would have to do the trouble shooting themselves.
I didn’t need troubleshooting since my technician had already done it and determined I needed a new hard drive. They said they have to do the troubleshooting, and they wouldn’t help me unless I had the computer with me, which I didn’t. I am going to have to pay out of my pocket to replace the hard drive, and I will never purchase a dell product again.
On August 12, 2019 I purchased a Dell Inspiron 15 5000 (5584 series) with the promotion of a $100 VISA e card. At that time I was assured by the sales person that I would receive the e card in 10 business days. Had I known that I would not I would have held up buying the expensive laptop and went for a cheaper one.
I followed all of the protocol to claim the VISA and it was validated and approved on August 15, 2019 at which time I was then informed that it would take 28 days to claim the VISA. I then got an email on the 29th that the card had been processed. With back and forth emails and phone calls I got nothing from them.
Every time I call I'm told they are escalating my ticket but they never do. They have stopped answering my emails and do not call back. Today is day 28 and still no e card. I did get an email from someone at the corporate office but he has failed to respond to my reply.
I would like this resolved and in the meantime I want to warn others to beware of Dell.
Bought a brand new INSPERON 5675 JUNK from best buy I had an extended warranty and it was back to dell 5 times and once in my home they want me to pay to get it fixed INDIA is were dell is being ran DONT BUY FROM DELL 1200.00 i spent for JUNK. They said it was out of warranty it was 1 month ago it was repaired and they want me to pay ill throw it in the4 garbage before i give them a dime. The better Business Burue did not help me ether i lost my money. Dell went down the tubes and the owner
My Dell computer when open and close screen case at side separates. Was told do not cover this issue on internet many consumers complaining about the same repair needed and dell not taking response-ability. Inspiron 7559 this cost exceeds $160.00 for a manufatures defect. Dell should own up to there manufacturing defects.
It is a shame and a detriment to you that you've not read my email requesting regarding further contact for my issue by an AMERICAN who speaks English, as Shawn Arundale was condescending, does not know how to speak to women and did not tell the truth regarding my request (and NEED) for more memory, rather than a new laptop.
To reiterate, I'd like an American to contact me who can read and comprehend my email. Shawn was disrespectful and I never want to hear from him again.
The voicemail message and email from Susan Thomas clearly indicates that she too does not comprehend the aforementioned English email I wrote.
Shawn mentioned that the laptop was 'basic'. I cannot imagine you pulling the wool over your customer's eyes by promoting this piece of junk that doesn't work as well as my 3 year old cell or 10 year old broken Apple.
Why would you put out a new laptop that has questionable software and no memory? That's a rip off.
I can’t stress enough how TERRIBLE a company DELL is. Dell REPEATEDLY LIED to me from their managers on down, not returning calls as promised. A manager promised me on the phone a $100 coupon but then only processed a $50 coupon, despite costing me hundreds of dollars due to their gross negligence by not delivering the item the first time (showed up 5 hours early and then would not come back for redelivery at the scheduled time) and then the 2nd time brought the wrong item.
It was for my 2nd home, almost a 400 mile round trip for me each time, plus the cost of a pet sitter. Please review this entire chat correspondence prior to purchasing from DELL. Otherwise, you most likely will regret it. They have HORRENDOUS CUSTOMER SERVICE AND ARE ALL LIARS! I have blocked out personal information, order numbers, tracking numbers, corresponding links, phone numbers, and what did not pertain to this particular situation.
This is very long, but you can review this entire chat to see and understand that they lied repeatedly and did not do what they said they would do. This conversation follows over the next month and 4 days.
Below is the chat record.
12/15/18, 1:15 AM
Pratheepan, The name on the order is J*** W***. Order Number: *****.
Perfect! Let me review this right away. Please allow me 3-5 minutes.
Hi J***, The latest update I have from the Pilot team is about the rescheduled delivered on 14th December. Hence, I am writing to them and our logistics team to check how soon this could be resolved. Also, I see that the regional team has arranged a call back from a customer care manager on Monday. You could talk about the compensation with him. I will wait for your discussion with the manager and assist you accordingly. Please allow us time till Monday or Tuesday to let you know the details of the resolution.
I will wait to see what happens on Monday.
Thank you for your understanding. I will keep a close watch on the progress and update you accordingly.
12/17/18, 3:11 AM
Hi, Just a quick check to confirm if you have heard anything from the carrier in regard to the order delivery.
12/17/18, 3:51 PM
Not one word.
Not one word from the manager that was supposed to call me either.
Hi J***, I'm sorry for the delay on this. I'm writing to the regional support team on this. I will get back to you as soon as I hear from the team. -Tenzin
12/19/18, 4:30 AM
Please confirm if you have heard back from the regional team on the order delivery request?
12/19/18, 11:55 AM
No one has called me.
12/20/18, 8:36 PM
Hi J***, I am extremely sorry for this inconvenience. I see that the manager had tried to reach you earlier today. Since he was not able to reach you, he had left a voice message for you. He will again attempt to reach out to you tomorrow. I will continue to follow and keep you posted on the updates once available. -Pratheepan.
That is an outright lie. No manager attempted to call me. No message was left for me. I have been home all day. If a manager called, they did not call me at **********. I received an email telling me we had refused delivery, which is another outright lie. What I told you happened before it the truth, not the new made-up story. I want a call back from a US based manager! The customer service was bad enough before, but now the lies are ridiculous.
I could relate to your situation. I will escalate this through my manager and see to that you are being reached out tomorrow. I, being a part of globally present support team, would not be able to assure a call back from a USA based manager. I will ensure that the customer support manager reaches out to you on 21st December at ********.
12/24/18, 4:31 AM
Hi, Please confirm if you have heard from the support teams?
12/26/18, 1:19 AM
Greetings, J***! I see that the replacement *** has been processed against the order # ****. The TV has been shipped through Pilot on 21st December. The shipment with the tracking # ***** is expected to be delivered on 3rd January. I will closely follow the shipment and keep you updated accordingly. -Pratheepan.
12/26/18, 9:43 PM
I am still waiting to hear back from a manager.
I understand your concern and would certainly escalate it through proper channels to see that you get the call back. The customer care team was closed for Christmas so you did not get the call back. Please allow me 1business day's time to have this arranged.
12/27/18, 12:12 AM
And how many times have I been told now that it was being escalated and that I would receive a call back from a manager?
Hi I***, I understand your callout. After the update from the regional support team, last Friday, that they could not reach out to you, we emailed them to call you back again. However, the team were unavailable due to Christmas holidays. This could be the reason for the delay. I have already dropped a note through my manager to call you back today, 27th December. Please let us know once you speak to them today.
Sorry for spelling your name incorrectly, J***.
12/28/18, 5:31 PM
Hi J***. My name is VJ. I'm one of the Supervisors with the Dell Social Media Outreach Team. Further to your request for an escalation and a manager call back, I just called you but could not reach you. I left you a voice mail. Also, from an escalation perspective, I've advised my Care leads to escalate this internally and have your concerns reviewed to see how we're able to take this further. Considering the weekend is round the corner, I would request you to bear with us till Tuesday. This would give the team the time to review this on Monday and give us an update. Thank you for your patience. VJ
12/28/18, 6:58 PM
Hi VJ, I did get the message. I will wait for your return call next week. Tuesday is a holiday, but I should be available. If you are closed on Tuesday for the holiday, then please contact me on Wednesday. Thank you.
Sure, J***! We will let you know on this a day or two prior. -Tenzin
JAN 2, 2019, 3:13 AM
Greetings, J***! I want to let you know that our support teams would be reviewing your concern today as they were not available due to festival holidays. I am expecting an update in 24-48 hours and will keep you posted once the update is available. -Pratheepan.
JAN 4, 2019, 3:37 AM
Hi J***,
Our resolution experts reviewed your experience during this purchase. It is very unfortunate that your experience with the Pilot team were not pleasant. While, we sincerely regret this situation, the best could do is to process $50 credit to your account.
Please reply with your confirmation to proceed with this credit. I will ensure that the credit is processed to your account at the earliest.
-Pratheepan.
JAN 4, 2019, 5:53 PM
Why has no supervisor called me back? I have been lied to repeatedly by you and everyone else.
Why was a time set up for next Friday? It needs to be on Saturday, 1/12. Dell and Pilot have both had horrible customer service.
Why can I not be reimbursed for my entire out of pocket expenses?
Hi J***, I’m afraid we have reviewed this with the escalation team, and they’re unable to process your compensation request. With regard to the call back, I will put the request to the management and considering weekend, it should be next week.
I see that Pilot has attempted to deliver the order today as per their tracking page https://*****. It was estimated to be on 11th January 2019, however they have gone earlier than estimated. I will write to Pilot to provide us a date for next delivery attempt date.
-Tenzin
Why would they be trying to deliver it today, knowing I am almost 200 miles away? Why was I not contacted prior to the delivery being scheduled for today? Dell and Pilot both know that, so that is inexcusable. That is also why I should be reimbursed, since I will now have to make a 3rd, almost 400 mile round trip due to incompetence of both Dell and Pilot. Both of my 2 prior trips they were supposed to have delivered the TV. I intend to warn everyone on many websites of what happened to me and warn others not to purchase from Dell or beware of what may happen to them!. I have been told at least 10 times a manager would call me back, and it has always been just another lie.
I will go up next weekend and be there on 1/12/18 in the afternoon. They can deliver it then.
I'm sorry for this experience and regret that your expectations are not met. I realize that it is not an ideal situation to be in and my sincere apologies for missing out on meeting your expectations. I will put your request accordingly to the team. -Tenzin
JAN 7, 2019, 2:57 AM
Greetings J***, My name is Shrikanth, Tech Lead for Dell Social Media and Community. I reviewed the case history and see that you had concerns related to your order and you requested for a supervisor call back. Could you please let me know when would be the best time to reach out to you so that I can call you and have your concerns addressed. -Shrikanth
JAN 9, 2019, 12:32 AM
Hi J***, We're await the best time to reach you. Pleas let us know the best time and the phone # to reach you. Our tech lead would reach out to you and address your concerns. -Pratheepan.
I asked the supervisor before to speak to a manager. I don't want another call from just a supervisor level. Tomorrow evening between 8:30PM and 9:30PM EST will be fine. Otherwise, Thursday afternoon after 4 PM.
Sure, I will have this reviewed by a manager and keep you updated about the call back schedule.
JAN 9, 2019, 9:24 PM
Greetings, J***! My manager is reviewing your concern and wold be reaching out to you in the next 15-30 minutes. Please be available to discuss your concerns with him. -Pratheepan.
JAN 9, 2019, 10:41 PM
Hi J***, Further to your conversation with my manager, the call back has been rescheduled between 5:30 - 6: 30 PM EST on Thursday. Meanwhile, I have written to the Pilot team to schedule the delivery on Saturday, 12th January. I will keep you posted once they respond. -Pratheepan.
JAN 10, 2019, 7:43 PM
No one called me between 5:30 PM and 6:30 PM today. I was home during that time. I had to run out after that and just got home. Why was I waiting and did not receive the call?
Did you hear back from Pilot? I will be able to be at the house until about 3 PM on Saturday but do not intend to make the trip or wait around on them again.
Hi J***, I apologize that we couldn’t contact you within this estimated time. My manager called you after wrapping up a meeting he was engaged in and was late by 15 to 20 minutes. I believe he has left you a voice mail. Can we call you now to discuss the case or arrange a call back for another time? With regard to delivery, we’re working on it and will update you on the progress. -Tenzin
Hi J***, I have an update from the Pilot team that the delivery would be on weekdays from Monday-Friday. The team has schedule the delivery on Friday, 11th January between 11 AM-3:00 PM. Please check if you could arrange someone to receive the delivery accordingly. Do confirm if we can call you back now or the best time to reach you on Saturday? -Pratheepan.
I have to make a call now regarding work and won't be off the phone for quite some time. I will be home tomorrow evening. I don't want a call after 9:30PM.
You know I do not live in the area and live 193 miles away. I will not be there tomorrow between 11 AM and 3 PM. I need a convenient time for me, considering I have been available 2 times already, driven almost 800 miles and paid pet sitters to take care of the pets and did not receive the TV the other 2 scheduled times. No one will be there for the delivery at that time. If Pilot cannot make the delivery at a convenient time for me this time, then maybe Dell needs to find someone who can do so. Otherwise, I may be able to go up to **** if I know for sure they will be there with the correct TV. If they can make the delivery next Friday, on the 18th, it will need to be after 4 PM, before 7 PM.
Saturday would be better, and since Dell is responsible for me not getting the TV yet, which was ordered now almost 2 months ago and not delivered for Christmas, then Dell should make sure I could have a convenient Saturday delivery!
Hi J***, I absolutely understand your callouts and sorry for the delay in reaching out to you. I will have may manager call you back on Friday, 11th January between 7:30 PM - 8:30 PM. Would that be fine?
With respect to your expectation on the delivery timing, I will reach out to the logistics team and check what best could be done in this situation. Though, I would not be able to assure you anything right now, I will do my best to complete the delivery promotly.
JAN 10, 2019, 10:16 PM
That time to receive a call will be fine. Please let me know about the delivery when you find out. If I am going up next weekend, I will need to know by Tuesday so I can arrange for a pet sitter.
Sure, J***. I will arrange the call back accordingly. Unfortunately, order delivery on weekends is not possible. Meanwhile, I understand that you have to travel a long distance to your old house to pickup the TV which has caused delay in the delivery. Alternatively, I have an option to resolve this issue and avoid further delay. I will check with our logistics team if the order can be routed to an alternate address(preferably your current address location) . Please provide the address details to check with our logistics team. Appreciate your support.
I have explained over and over the situation. I have 2 houses. I am not traveling to an old house to pick up the TV. The TV needs to go to the address where I asked it to be sent. I do not want it sent to my billing address. If I had, I would have sent it here. I do not need it sent here and then try to get it to the other house.
There have been 2 previous deliveries that required me to make that trip. The first time, they did not come at the scheduled time; they showed up 5 hours early and would not come back. The 2nd time, they brought the wrong TV. I know deliveries can be made on Saturday. I have had furniture delivered to that house on Saturday before, so why can a TV not be delivered on Saturday?
I understand your callout, J***. As assured, my manager will review and call you back tomorrow. He will assist you further in this situation.
WED 2:44 AM
Greeting J***, As per our discussion over the phone I see that the Tv order has been scheduled for delivery this Saturday. I would request you to be available so that the delivery can be completed. Also, regarding the compensation I have tried my best here and was able to arrange for a 50$ coupon and a 50$ credit to your account. This is the best I can offer at this point of time. I have already raised a request for both and one of my team member will provide more updates on this. I would request you to check the package as soon as you receive it and let us know if you have concerns. Thank you Shrikanth Tech Lead Dell Social Media and Community Team
THU 2:11 AM
Greetings, J***
The $50 coupon has been sent to your email address (s*******@gmail.com) and the $50 credit should be processed in the soon. We'll keep you posted on the progress.
-Sahana
4:18 AM
Hi, Just a small update on the credit promised. The credit request has been processed and released into the original mode of payment. This should reflect in your account within 3-4 business days.
11:00 AM
I was told when the manager called originally that he could give me a $100 coupon. Even with that and the $50 credit, it still does not make up my expenses for the 2 delivery mistakes...one not showing up as agreed, showing up 5 hours early and not coming back for delivery, and the other by DELL shipping the wrong TV. Both trips cost me over $400 between the pet sitting services and the gas, plus the trip for today. I am out an additional trip for today's delivery. I should have been given the $100 coupon, not $50, as originally promised. In addition to the expenses Dell cost me, I didn't get the TV for Christmas. It is total incompetence. Dell has scammed me once again. Also, where is this other order? It was supposed to be delivered about a month and a half ago.
What I should have done was do a credit card chargeback and order the TV from someone else. I am going to post on every consumer website I can find about my experience with Dell.
Dell Cable Order 12-4-18.pdf
12:07 PM
I am sorry for all the inconvenience you had faced. As per the records, I see that you were offered $50 coupon and $50 credit.
I wish I could do more to have this fixed.
-Deepti
1:39 PM
I was offered a $50 credit and then the $100 coupon, not the $50. They just came back and gave me a $50 coupon instead. I am not pleased. The $100 coupon should have been honored. Not only did Dell cost me a lot of money, I was cheated on the coupon. Where is my cable that I asked about and posted above?
Hi J***,
At this time, we are only able to do so much. I have written to FedEx regarding the cable and will update you as soon as we hear from them. They have it on tracking link:
https://****
Kiran J.
I'm sending you a replacement cable since the last one doesn't show any movement on FedEx and I do not want you to wait until Monday for an update. I will wait for the snapshot of the coupon email. Kiran J.
I want to know why Dell can't honor their word. I was offered a $50 credit and then the $100 coupon, not the $50 coupon I received. They just came back and told me they could only give me a $50 credit and a $50 coupon instead. I am not pleased. The original promise of the $100 coupon should have been honored. Not only did Dell cost me a lot of money, I was cheated on the coupon.
Hi J***, We do not find that communication documented anywhere. If you do have something showing what was told, I can check with my finance team. Kiran J.
Do you record your phone calls from the managers? He told me he could give me a $100 coupon on the phone the first time I spoke with him, so you should be able to pull up that telephone call. He called ********.
Hi J***, Unfortunately, not all calls are recorded. There are a certain calls that are recorded and deleted after their purpose is served. We did try our best and this was what we could do. Kiran J.
Did you check to see if the call was recorded? You didn't do your best. I was lied to by a Dell manager, since what was promised to me did not take place.
That call only happened about a week ago. Sounds like a likely excuse. I want this escalated above that manager.
With a return phone call.
Hi J***,
We have escalated this case to the highest level possible. The calls cannot be pulled for verification purpose. Once their quality check is done, they are deleted and on a text documentation will remain. I have looked up all the case history and do not see the $100 assured. There isn't anything more we can do in this case.
Kiran J.
6:00 PM
I want a return phone call then from the person I spoke with that told me he could send me a $100 coupon. He needs to explain to me why he lied to me and why he did not document our conversation.
Hi J***, I do not know who is the person. can you give me his name? Kiran J.
It was supposed to be a manager that this was escalated to, above a regular supervisor. If you cannot find it in the documentation, then escalate it again. I do not like being lied to and this whole thing has been a fiasco. I do intend to let many, many others know how Dell has treated me and how much this experience has cost me.
Hi J***, We escalated this already and the final resolution was offered. We will monitor this until the cable is delivered and keep you updated. We regret we would not be able to take this any further. Kiran J.
I am going to let everyone possible know how much money Dell has cost me and how all their employees are liars! That is a promise.
We ordered an Inspiron 17 laptop in late January. The system arrived with damage that clearly occurred before the computer was shipped. The track pad has never operated and the plastic surrounding the screen is cracked and separated from the main frame. I immediately reported the damage to Dell through their online support site. It took multiple contacts and finally an e-mail to Corporate for Dell to respond with a reasonable solution. Their initial response was to assert the damage might have been caused by the customer. NOTE: The laptop arrived with this damage. After much delay and making of excuses, Dell finally agreed to replace the first laptop. Because having a working laptop is essential to my work [I travel a great deal for this work] Dell agreed I could use the first laptop until the second arrived in satisfactory condition. The second computer arrived approximately ten days later. That system failed to boot correctly and, once it finally booted [after days of attempted repair] it crashed on each use. It took multiple telephone calls, e-mails and finally a USPS letter to Corporate to get a response from the Company. The initial response was to once again blame the customer for the issues with both systems. After weeks of receiving no response and struggling to work with a damaged computer, a Dell agent finally responded. His response was to minimize, insult and attack - claiming that the Company was not responsible for either system because we had yet to return the damaged systems. At the same time, he claimed Dell would not authorize the return and I would have to be responsible for the cost of return and for any damaged incurred during transit. Throughout this ordeal, no one at Dell has ever accepted responsibility for shipping a clearly damaged computer; not doing any quality control prior to shipping either system; apologized for the debacle they created or made any effort to provide a reasonable or respectful response. Attempts to contact upper management to enlist their assistance have proven frustratingly futile. No matter what channel of communication I attempt, the matter is sent back to Dell's India based customer support. This means attempting to communicate with individuals who, in my experience, are less than completely fluent in English. I have been dismayed and rather shocked at the rudeness and dismissive attitude of those with whom I have been forced to interact. Prior to this experience, I had done business with Dell for over twenty years. At no point, before this debacle, would I have expected this level of disservice from this company.
Dell: sometimes we don’t always get what we pay for don't believe everything a review says or what's motivating the author to write. These days paid advertisement can look quite real when it is in fact one the few actual examples we have of fake news. Never has there been a clearer case of buyer beware. See for yourself on the consumer complaint sites: , Yscam, hissing kitty - any of them. At best, dell’s corporate ethos is an illusion. In reality, their machines in my experience have been consistently inferior to the competition. Their customer service is the worst i've encountered, surpassed only by their incompetent technicians who took a working computer of mine and sent back it back stone cold dead. No regret, no shame, no reimbursement, no acceptance of responsibility. It could not be more evident that dell doesn’t care about its customers. Their advanced resolution team is a joke. They could not so much as resolve a sandwich that arrives with lettuce when there should be none. Amidst all this dell does not honor its warranty.T do yourself a favor and turn to lenovo Best screens in the business), or hp. I have the lenovo 910 which is superb and the hp 360 which is also a fine choice. With both companies there is a stark difference in the consumer’s experience. Lenovo and hp are superb where dell will provide shock and awe in its business practices. Sure, i've seen the reviews and rankings. Like i said, don't believe everything you read. How they conduct business will leave you numb. More and more frequently on the web we're seeing advertisements masquerading as reviews. I should know, i've been studying communication and its systems of delivery for over 30 years. Dell received over 100 emails from me and senior management sent not so much as a postcard. Put in the traditional, way michael dell and karen quintos And the rest) didn't raise a finger to help. I laugh every time i read dell has a vice president for customer care. So, you can buy a headache, or you can purchase a very satisfying experience from a company you can trust. Your choice.
This is my 5th Dell computer since 2003. It is less than a year old and developed a charging problem, was diagnosed via remote desktop by Dell computer as a bad I/0 daughter board. They were on our working computer via dell assist and diag the problem, sent a call tag for repair. After we sent the computer out we were called and asked for money to repair a USB port that they said was broken. We advised them that no usb was broken and that is not why the computer was sent out for repair that it was sent out for the board replacement which was internal to the computer. The I/o daughter board and the usb had nothing to do with each other and that the usb had nothing wrong, we refused to send in money. We sent the computer into dell repair in the original box and packing from the factory.
Dell called twice asking for money for a usb replacement.
both times we refused, stating that the computer was sent in perfect condition minus a battery charging issue and that we had never had a complaint or problem with a usb as it was working fine when we sent it in. Finally, we received the computer back, it was in the wrong box and not in factory packing that we sent it in with. I took it out of the box and immediately noticed that the factory intel labels were missing from the case. I also noticed glue on the case and you could tell that the case had actually been burned together in places with a heat gun. The upper and lower case was broken not the usb. They broke our computer then tried to charge us for repairs under false pretense of a non-warranted usb being broken.
We refused so they then attempted to repair the broken case. I then powered the computer on to get a blue error screen saying no bootable device found. Our computer was damaged and returned in nonworking condition. It has now taken over a week to get a response of which we are being called liars and basically told they would take the unit back in for repairs but would not replace it, or our box, or our factory labels that were on the computer. We agreed to a repair vs a replace if they would extend the warranty due to the nature and extent of repair to replace an entire case. We were then told to be sure to back up our computer.
What a joke. It will not even power on now with a blue screen that says no bootable device. This computer was used by a 74 yr old woman at a desk to search for recipes and use facebook. It was in immaculate condition as witnessed by multiple family members and was in perfect condition other than the battery would not charge. The way we have been treated is an outrage. Break a personal computer, try to charge them for it, fail and attempt to hide damages and return in not working then call the consumer a liar. It was my 5th dell computer and could of been a lifetime or another 50 years of them but Dell has failed me in every way. Outraged in TN. My 5th but last.
I went on the internet looking for a TV and Internet service so I saw Sling TV service and I saw Dell Community as a Sling TV company so I called the number that they had on there which was 1-888-513-4666 so a retentive answer and said hello my name is Max and my existing was 1002 so I said I'm looking for TV and in service than he said you he told me that I could get TV and Internet service for 150.00 for 6 months with free HBO, cnmax, and show time for free.
I said that's a good deal than he told me that I needed to go to Walmart and buy 150 dollars worth of gift cards so I bought 150 dollars worth of goggle play card and I gave him the numbers after I scratched the surface to get to the numbers behind them than he told me only one worked and said that I needed to purchase an iTunes gift card for 100 dollars so I did that and gave him the numbers from that than he said that my services was active and I should receive my Roku streaming box and Internet box the next day by 12.
so I sit and waited and waited than I called them back and told them that I didn't get my equipment than they gave me the correct number to Sling Tv which is 1-888-361-7149TV and I called them and they said they didn't have and account with my email address accept for the one I had opened on the internet so I called him back and told them what they said and than it told them that they were a scam and just getting people money than they hung up than I tried to call back and there was a recording saying the number you are trying to reach is not in service and than it came to me this is just a scam. That hurt me cause I only get social security and my daughter had gave me that out of her taxes so I could something for myself and this happens.
On December 4th, I purchased a Dell laptop for my son as a Christmas present. The laptop arrived at my home on December 20th. Unbeknownst to me and my son, Dell started the 30 day return period on December 12th, the date of the invoice. Dell stated that this return policy is stated in the purchase agreement. So, in other words, the return period was reduced to 22 days, not 30 days.
Unfortunately, the laptop performs horribly. It takes a long time to boot up and applications continue to freeze up requiring a hard shut down and reboot. My son called Dell tech support two times during the first 4 weeks of owning the laptop, but nothing could be done. The IT support person tried to sell my son a warranty before offering to try a couple of "quick fixes."
When my son realized that IT could not assist, he decided to return the laptop. Dell declined stating that he was 1 day past the return window. They did not care that their records showed that he was working with Dell IT to correct the issue or that the laptop was shipped 8 days after the invoice date.
In our limited experience, the Dell product is awful and the customer service and tech support is even worse. I told them I have bought several laptops and desktops from Dell over the years and that I would not do so again. The Dell customer service representative didn't seem to care.
Less than one year ago we purchased a $900 gaming laptop for our daughter from Dell for Christmas. About a week ago we started getting email notice that the warranty was due to expire- lot of emails. We did not cough up money for the extended warranty or service plan or whatever it is Dell was selling. And what do you know- one day after the warrenty expired this extremely well cared for computer suddenly freezes and won't respond at all. Can't turn it off, nothing. Frozen and useless. A call to Dell customer service all they can talk about is "oh you let your warranty expire" you'll have to pay for our service plan". This has scam and extortion written all over it. The day after the warranty expires the computer dies? Really Dell???!!! I want to warn all parents this Christmas- your kid will love that expensive Dell gaming laptop for about 11 months. If you want it to keep working beyond that, you'll need to keep paying regular "service" fees to Dell. EXTORTION!
I have had nothing but problems with Dell I bought a computer from badcock which was a dell! First the sound started going bad I called them multiple time stayed on the phone for hours to get it fixed and they did not fix the problems next came the plug issue the plug was bent I opened to box it was damaged!! Next came the battery though I had chargedvitbthe computer wasn't recongizing the power cord my list can go on and on all I can say is they need to give me anew computer or I will smear they're name in the ground.
I demand a new computer and they refuse to send me one or even give badcock a authorization code I demand to speak with the president of the Dell computer this machine is a crappy one the Dell is a fuc*ing bi*ch they need to be held Accountable for making my Metal Health issues and for missing work on the count of not having a computer to work on they are a horrible company to deal with and I will tell every one that is buying a computer don't buy Dell they do not stand by there warranty.
Thank you for nothing but hours of wasted time and the experience of a corporate giant's management team so terribly embarrassing itself. I'll use your most recent email as I write of the DELL "advanced" resolution team and its keystone-cops-like approach to management.
Stock Footage - Keystone Cops Car Gags on Make a GIF
Stock Footage - Keystone Cops Car Gags on Make a GIF
Stock Footage - Keystone Cops Car Gags is an animated gif that was created for free on MakeAGif.
I'll be escalating my campaign, of course, working diligently to bring DELL all the shame it deserves. The Japanese at least know how to save face. You, have fallen on yours. People may tolerate the quality of your machines but the glowing reviews will will wane. Surely they will, after I directly write the people at CNET, PC MAG, Tom's Hardware, Consumer Reports. I'll be writing someone every week for a year and working on this effort full time as I have all of January to myself. I can't tell how many sales this will cost DELL but I know it will be many. I've been corresponding with contacts in Canada as well. As countries begin to learn that DELL's warranty isn't worthy of lining a bird cage, they'll steadily move to better companies and better products like Lenovo and Apple. Whatever it costs DELL,, I know it will be considerably larger than the $385 your employees tried to extort out of me. Also I've been on television, radio, and social media before, so there's nothing intimidating about doing it again. I have a press release for all the major mass communication outlets. Whether I choose to appear in person via these channels or not, I know for certain people will be talking and it is interpersonal contact that most influences a consumers behavior. I'm also going to write and make some calls to see if I can get the executive team in the same room and talk to them even if only via Skype. It's not it about me, really. I worry for those less fortunate than myself. Citizens who you will be ripping off on Black Friday with the promise of a warranty that doesn't exist. Despicable.. Anyway, I'm a peaceful guy. Words are my stock in trade and I always try to do the things I say I will. 2018 is going to be a busy yet hopefully rewarding year.
A number of very important people are receiving this email at DELL. I never waste people's time and the fact that I'm taking the time to write and actually hit send tells you how committed I am to this cause. I would urge board members and the Executives to read not just this email but also the message further down - which I sent you. It's what I've been publishing in all the consumer sites for both the U.S. and Canada. I have no way of knowing where my computer was and who serviced it - if was attended to at all. My computer expert will be able to tell me if it was opened or if you just glanced at at it. Also, I know where you are located and with no disrespect to India, I think U.S. consumers have a right to know that important service work is being outsourced. No American likely had a role in servicing my computer or the determination to evade responsibility for DELL'S warranty. It is easier, I expect, not to give a fig about the American consumer when you're approximately 8,500 miles away.I found the U.S. Executive Team immediately. There was nothing I could find on DELL Leadership in India and no email contacts. Finally and after a great deal of effort, I did manage to find your CEO who is listed in this mailing. As you know your unresolved issues website is not working. It is not a viable channel for connecting to anyone.
Remember Xerox? They were five steps away from bankruptcy years ago and the reasons? 1. They thought they could never fail and 2. they lost site of the fact that the consumer is not some abstract idea. Consumers are the life blood of any corporation. You do have someone on thee team with an MBA from a reputable school, right? In closing, I'll simply give you the word any top business schools would use to describe the decision that you and your "team" arrived at. Dumb.
Have a great weekend and thanks for sending the laptop back. The fact that you made sure to write: "The unit has been shipped back to you unrepaired via FedEx" --- wasn't lost on me nor will it be on my readers.
Have one of the country's best computer techs in Chicago. He can tell me what you all at DELL did, did not, and should have done. He's the most honest business person and I value his opinion much more than I do anyone else who has spoken to me on this subject. I'll have his expert opinion documented and it will be useful when I file my small claims suit. I'll have to file in TX but that should enhance my chanced in court and allow me to recoup my losses. As I told you, someone from the executive team will have to be named and be there. Otherwise a no show is counted as a loss and a warrant is issued to pick up the person who never arrived.
I NEVER AGAIN will purchase another Dell Computer product. I recommend all my family and friends NEVER to purchase another Dell Computer product. In September 2016, I bought a new Dell laptop. In March 2017 it started experiencing intermittent system failures. By late April, the laptop would not turn on and its diagnostics indicated a motherboard failure. It was shipped to Dell for replacement of the motherboard. In late May, the laptop with the replaced motherboard arrived. By late September, it started experiencing intermittent system failures. By late September, 2017, the laptop again would not turn on and its diagnostics again indicated a motherboard failure. After a number of hours wading through the Dell consumer service process, they tell me that there was only a 60 day (or so) warranty on the replaced motherboard; that the overall warranty expired not later than 1 year from the original purchase date of the FIRST motherboard, and that the most that they will do will be to AGAIN replace the mother board IF I PAY approximately 70% of what I paid for the laptop (I suppose only to put in ANOTHER defective motherboard with a very short warranty), or give me a 10% discount on the purchase of another Dell laptop from Dell! The bottom line is that Dell TWICE supplied a defective motherboard and refuses to stand behind its product or provide a reasonable remedy for its defective product.
I have a multifunction computer here that I own and purchased directly from Dell. I use it to remote control my clients computers.. specifically with higher resolutions. I intentionally purchased an "on-site extended accidental warrantee" from Dell as this computer has client data on it and I do not want that leaving my house/office. Also I could not afford the down time. Also I have had bad experiences with their mail-in depot and prefer to keep my computer within my eye-line.This computer is very difficult to take apart and work on. Also, doing so would void the warrantee. So near the beginning of the warrantee the screen cracked. (very fragile computer). Dell took about 3 times of sending people out, and hours on the phone with me yelling at them till they finally sent the correct parts with a tech to repair the computer. A few months ago the screen got a little nick in the corner and it was affecting the touch ability. So I called in another service call. They sent a guy out.. I told him to make sure he had the right parts FIRST... He took an hour to take the computer apart realized the part was wrong.. and the screen sent was not touch. put it back together. Badly cracked the screen in the process... Sent the guy out again.. same thing happened.. This time a ribbon was hanging in the screen. Sent another guy out.. same thing happened. Sent another guy out.. He did something to my computer so it would not turn on. He spent 30 minutes fiddling with it and got it to turn on. But warned me it now needed a new motherboard and not to turn it off. (eventually the power went out and the computer has never worked again)
A couple more times they dispatched people but they did not have a motherboard or a touch screen either.
This went on about 6 times in total I think.
I have multiple calls recorded to Dell where they assure me they will fix my computer on-site and not bait and switch me.
Yet... they INSIST they cannot fix my computer on-site and demand I send it into the depot because my on-site warrantee does not support fixing the computer on-site. Despite having precedent of them doing so. When I ask them about that they just say, "Well that was an exception". I have phone recordings and eMails for all of this.
I imagine a well targeted query of their records would show thousands of people they were doing this too.
This seems like the perfect making of a class action suit that I would love to be at the front of. (:
Already frustrated by the fact that to use my laptop, it requires that I keep it plugged up.
I bought my computer from Dell in Jan. 2016 within 11 months the battery went out. Called Dell constant run arounds.
A few more months go by still frustrated that my battery doesn’t work and all sorts of driver updates. I now use the laptop just to write and basic internet stuff.
I receive a pop up from Dell telling me to renew the warranty, you know the one we buy and they don’t fix or solve any issues ..that warranty.
Rude customer service , non-empathic and poor products is how I will serve Dell Computers up when asked my personal opinion of the company.
Sadly I am still in Nashville TN in need of a BATTERY!!! Surely Dell isn’t suffering so bad financially they are unable to send a battery a refurbish one something!!! Nope WE don’t care! Not our problem! So again, What Ever Happen to Good Ole Customer Service? Before the bad review, before the phone calls, before the venting to friend s family, before the social media videos, and negative blogs, and forums? I will NEVER buy a Dell again! NEVER EVER!!! Oh and to add injury to insult after speaking to the final supervisor in desperation of not having to fix the problem, He then tell me that he can’t verify my name or address. Seriously! Ironic how you knew exactly where to ship this piece of crap computer to when I pulled my bank card out… Companies always remember the transactions where it involves taking your $$$$. Hmm??
On 1-4-17 Dell advertised a sale on the product "WD Blue PC SSD WDS250G1B0A - Solid state drive - 250 GB - internal - 2.5-inch - SATA 6Gb/s" for $19.99 each. So got online and ordered 2 of them from Dell, Dell Purchase ID: 2005704551081. Dell sent me an confirmation email the same day stating:
Subtotal $199.98
Order Level Promotion:-$160.00
Shipping & Handling:$6.99
Shipping Discount Applied:-$6.99
Sales Tax:$2.50
Total Amount: $42.48
I then received an email 4 days later stating that my order had been cancelled. I did NOT cancel this order, Dell did, and did not give any explanation as to why. It just stated that order # 174520279 was cancelled. At the time I was working 80 hour work weeks and was not able to contact Dell because of all the time I was spending at work.
On 4-4-17 I was contacted by "Dell Advanced Resolution Team" Surendra Raj, by both email and phone. When I was finally able to get ahold of Mr. Raj, he looked into the matter further and found out it was a pricing and advertising error on Dell's part. Dell did NOT inform me of this when they originally cancelled my order, they gave no explanation at all. He told me the company would not honor this original price. He actually had the nerve to ask if I still wanted to order the products at full price, I refused. They charged my credit card and had a hold on my $42.48 for over 7 days. I asked Dell to honor the original advertised price and they refused. This is not the first time this has happened, Dell will regularly post advertisements for "deals" on their products and then days later you find out that they have canceled your order, with no explanation, and then you have to wait for the money to come back to your bank account or credit card. It is very unethical and they never honor any of their "mistakes"
I have been calling dell tech concierge for over a week now and still have not been able to get anyone to help with the issue ( airplane mode another they failed to help with) regarding my touch pad
all i get is hung up on and my time wasted
lets say a 20 minute call all that gets done is repeating myself over and over ( repeat of firt minute more or less) and hang up on, some i just give them servie tag and get hung up on
i have a valid waranty till 2019 which they can caeless about
there seems to be no accountability there at all as supervisors do the same thing none do anything to help
there escalations do exact same had one not too long ago run his mouth for 2 minutes wouldnt let me talk and hung up on me ( more than once i might add), others in escalation the same
they seem to think that if you ignore the issue or problem long enough it will fix itself i guess
i had one person tell me to fix the issue with the touch pad " to just remove the touch pad" ( his words) and than proceeded to put me on mute for 11 hours ( call lasted 11 hours 56 minutes), not first time i had that prior record was 4 1/2 hours on mute
rather sad when i know more than alledged "trained techs" often what they say is wrong or backwards ( if get anything out of them)
there corp. office not much different have delat with same person in past 1 1/2 years all he does is hang up as well , refuses to answer anything, nothing is ever there fault i guess
think rather obvious that dell doesnt care at all about there customers and those who paid for a warranty ( service)
Dell's business model is very simple: give you decent customer service when you are purchasing a product, but then give you the absolute worst customer service once things go wrong. In fact, after I notified Dell in writing of a defective laptop well within the 30 day period, Dell stopped its previous email communications to me and failed to reply; when I called a couple weeks later and spoke with a number of customer service representatives for almost 2 hours, they promised me that they would email me a free shipping label and refund my money. However, after keeping me on hold for very long periods, each of the representatives came back on the line with the same story: we cannot override our system because your phone call is over 30 days from purchase, and so we will not be able to refund your money or send you a shipping label (this all, despite the fact that I have an email to Dell stating the problem well within 30 days, which I offered to forward to Dell, but which Dell said it was not set up to receive). In other words, Dell has absolutely no interest in helping consumers.
Will Never shop Dell again! Purchased an expensive laptop a year ago, following 3 other dell computer purchases. At the time I had no knowledge about the difference in network cards. Well, apparently mine came with a single band and it cannot be upgraded to a dual band (what I need)! And NO ONE informed me of this when purchasing it.
I will never make a DELL purchase again! They lost a long time customer to Apple! I recently purchased a Mac and the dual band comes standard! Even my older PC comes with it standard. But I guess Dell expected me to know that I would need this then and pay even more for it then, as if I didn't pay a lot to begin with. And now, in order to get what I want I would have to buy a entire new laptop system! This is highway robbery.
No worries, when I do purchase another laptop it will be a Mac. Because apparently they are built to last and grow with customers needs. With all of the Tri-band and dual band routers out on the market for year now, Dual band should be standard and if not standard, make it so that it can be upgraded if a customer so chooses!
I am on to you Dell. But that was the last dime of mine you will ever get!
I purchased my product speaking to a representative in America! Now anytime I need tech support (purchased a 3 year warranty) I am routed to India. What?! DELL is the absolute worst! and I am very dissatisfied. Just today I was transeferred 6 times in one call. I am not going to even go into how frustrating it is to be routed to people who cannot even assist you because they are outsourced employees only. Save yourself! Save your money! Save yourself the headache and buy APPLE! At least, they have locations that you can walk into to if you need tech support or customer support. Dell is done!
I purchased a new computer (8/2015) last year that came pre-installed with Microsoft Office and Windows and had issues within two weeks of having it. A technician changed the mother board on my new Dell desktop as this is what he said the problem was, and no sooner than he left my computer completely froze up and I could no longer get online and was not able to access windows as it asked for a new activation key as well as it had other internal issues. I called and texted repeatedly asking to having it serviced of which they chose to send me the parts to install in my computer myself. I do not know anything about the internal components of computers and was not able to install these pieces as well as they sent me the wrong recovery drive for my computer. I purchased this brand new so it still had a one year manufacturer warranty which involved onsite help. They neglected to send anyone out and instead I felt like they were taunting me knowing I was asking just to have my Windows Activation Key so I can use my brand new computer I just bought. Not only am I a college student I work from home as a travel nurse which are done from my computer. Earlier this year I had a friend who worked in the IT department install a version of Windows so that I could finally use my computer Dell was neglecting to take responsibility for. He was gracious enough and did this for me, however, it was the company version of Windows so I again did not have any product keys to update/activate etc. When this expired I was back at square one. I had to remove this version of windows as my computer began to give odd error messages, etc. I did a refresh/recovery on my computer to bring it back to it's original state in hopes of saving this computer and taking it to be repaired when I was able to afford it. It is now a year later and my issue has never been resolved. I numerous service/dispatch tickets and case numbers and keep getting the run around. They sent a technician out of which he was unable to fix my issue and attempted to call when he was here thinking he could get it resolved...instead I was told I needed to contact to Dell and have them get remote access to my desktop to fix it. I did this gladly thinking that it was finally going to be fixed. After more than an hour with this person on my computer going on webpages and downloading information at sites thinking they could find my product key (after I told them repeatedly it is no where to be found on my computer since the first technician serviced it back in August of 2015) they were unsuccessful. I pleaded, almost to the point in tears and said all I need is my windows activation key. That is it. And they said they could not do this but instead they had created another ticket and was going to have a technician install another motherboard on my computer. This motherboard they keep insisting on changing on my computer is not getting shipped out until the 25th of August, my year warranty expires the 26th of August. I told them I did not feel comfortable having this done as it has not fix the problem and asked if they could exchange/replace my computer with a new one. They stated they could not as it has been past the 30 days when I first purchased the desktop. I reminded the customer support agent that these problems started two weeks after buying my new computer
and here it is a year later and I am unable to enjoy a product I paid 600.00 for and never had my issue resolved. Desired Resolution: Refund
Desired Outcome
I would either like to have the money I spent as well as reimbursement for the products I bought to install the products they sent me knowing I had no idea what I was doing. Or if I am unable to get my money back I would like a new computer that is upgraded. I really hope you can help me. This is the worst feeling in the world knowing you cannot even get the help you paid for from a company and they basically ran off with your money.
It is related to refund issue i have with Dell.com. I purchased Bose System worth $600+ tax from dell.com. I used my Credit card worth $250+tax and Dell Certificate from AMEX rewards worth $350 for the purchase of bose Sound system from Dell.com. I didnot like the product and i returned the bose sound system within 30 days return policy from dell. While returning, i called Dell Return customer specialist regarding my doubt on refund of my $350 used as Dell Coupon, which i receievd from AMEX, and also $250 used from my credit card while purchasing the bose system.Over the phone, the return specialist assured me that i will get refund of my amount whatever the mode of payment i made to purchase the bose product. Again, I did double check. while on the call with her, on my refund of my dell coupon used(specifically asked myself) she again assured me that yes u will get refund on coupon too.
On that NOTE i agreed to return my product which i purchased from dell on the same call. I return my product using ups/fedex and reached dell address. After few days i called Dell Customer care to check the status of my refund, Dell Customer care started saying you have $250+tax refund waiting and will be refunded back to you once processed.Then i asked about dell coupon amount which return specialist assured me of refund while placing return oder. Then dell REP started saying dell coupons are not refunded and we will not refund and its lost.
If dell coupons are not refunded, why did return specialist lied me first in place, and falsely assured me of my full refund, when i called before initiate return of my bose product? Still Dell customer is not owning responsibility to cross check TRUTH and what myself and return specialist conversation had conversation and what false assurance provided by dell return specialist. Because of dell return specialist wrong information provided to me,I dont have my bose product or my $350 dell coupons issued by AMEX. Please help me resolve the issue. I have called dell customer care 100 times till now. sent messages over twitter, facebook but no resolution. Everytime they are saying coupons are not refunded. Issue here is when i called dell before initiating the return, why did return specialist provided FALSE/Wrong information? if she would have told me true and knowledgeable information, i would have not return my bose product?
Also one more important clause, if they say return policy with full refund. where is full refund here? Its fraud dell is involved in. I expect customer will call customer care to clarify but when customer in return gets wrong or misleading information, where shall the customer go?
I even tried contacting AMEX to re-issue coupons but amex declinded as they say they have issued one time and this problem belongs to dell and dell is liable for this mis-appropriate information provided to me.
Today i even got response over twitter regarding the same issue from dell customer specialist saying they dont have infomration about refund when i was placing an return request. if i go by that then why didn't return specialist bother to address upfront before initiating my return form over call?
Question here is about lies and avoidance to address the issue and punish the culprit lady from customer care.
I received an email from Dell with a very aggressive price reduction for their XPS8900 desktop computers, only valid for a 24 hour period. The coupon code was for an extra $250 off the price, which was already reduced, by about $50 already.
I ordered the computer, choosing the fastest processor option available, a 4.0 Ghz processor. I used the coupon code. I paid for the computer. I received a confirmation email that shows the 4.0 Ghz processor.
When I received the computer, I turned it on and I did not get the 4.0 Ghz processor. I was sent a computer with a slower processor, a 3.4 Ghz. I called Dell customer service and they agreed with me 100% that the sales paperwork says 4.0 Ghz, but the actual computer they sent was wrong.
Now like any online retail store, whether it be for clothing or anything else, I thought it would be a simple matter of getting an exchange for the correct computer and having them send me a ups call tag to send the improper one back.
I was absolutely shocked at what transpired after that. The Dell customer service person and then again, a supervisor in that department, refused to send me a new computer with the specifications that I paid for. They told me my only option was to return it for a refund.
I explained to them that now that the promotion code expired, a refund would do me no good, since replacing the computer today would cost me substantially more and what I deserve as a customer is for Dell to "make good" on their own admitted mistake and send me the computer I paid for. They refused.
While I was on hold, I did a little research on their site and checked the retail price difference of the same model with those 2 different processors. It was $150.
Begrudgingly, when they started to get rude with me, saying, I could "take it or leave it", I asked about a credit. Then I was told all they would give me is $50 for the difference.
The supervisor then told me that Dell reserves the right to unilaterally substitute a lower specification computer if they are out of stock of the one a customer orders! This was strange because while we were on the phone, I checked and they STILL had the one I wanted IN STOCK, so this excuse was not only crazy, it was an outright lie.
I asked the supervisor to show me exactly where on the website they have fine print that explains this policy of showing me a computer with customized exact specifications and their right to just send me something less. She said "It's not on the website but that's our policy."
The supervisor's employee # is 112883. Not only was she arrogant but rude. Imagine a retailer saying take it or leave it!
Imagine buying the latest iPhone or something like that from one of the major carriers, using a coupon code, and then getting last year's model in the mail! Worse yet, they admit they made a mistake, but REFUSE to honor the deal and give you an exchange, telling you, sorry its too late, that sale is over, you can have your money back, but we won't exchange it for you. Would Victoria's Secret pull that? Macy's? What retailer in the U.S. would pull something like this?
The term that's important here is "specific performance".
I'm entitled to the product that I ordered, for the price I paid. If the retailer admits a mistake, its up to them to make good on it. To just refund my money does me no good because I'm left without the computer I wanted, at the price I wanted, for the specs I customized!
I placed an order for a TV on the Dell website on a Sat morning. I changed my mind when I realized the rebate card offer was only good at the Dell site. I tried several times during the weekend and on Monday morning to reach anyone at Dell. But to communicate with them, one must have certain numbers (e.g. customer #, order #, etc) and Dell witholds these numbers to shut you out. Once the order has shipped they send you a receipt with all those numbers.
When I got that email with the requisite nubmers on Monday afternoon, I immediately contacted Hyderabd, India chat site to stop the order. The woman said she could not cancel orders and gave me an 800 # to call. I called and got another Indian voice, male this time, and after collecting the magic numbers from me, he told me it was too late to cancel the order.
This was at 3 pm on the first week day after the order was placed and within 30 minutes of receiving the email with the magic #s.
Then the nice Desi man offered me a refund equal to the return shipping cost (for Dell), if I would accept the the order. The $20 was not enough for me, so I declined the offer.
Then he told me to just return the item after it was delivered. I know this will require an RMA# and it will take an hour of jumping around Inida call centers to get thea #. Then I will have to drive the package to a UPS or FEDEX center.
Do not order anything frrom Dell unless you are convinced that you want that item. They will not let you rescind the order and will force you to take delivery in hopes you will keep the item rather than jumping through th hoops necesarry to return it. This is a scam. Reputable companies do not need to operate this way.
Most of us grew up with the story of the green furry creature that hates Christmas and steals all the presents away from families. Well, I never fathomed that a major name company would out right act as the Grinch, but this year I was proven wrong. This company has had the gull to screw people out of their holiday presents, lie about it and shadily steal potential business from other companies. I have yet to see a news story exposing their cold hearted deeds. So that is what I am set out to do. Expose what has been happening this holiday season in hopes that other families will not suffer in the future and perhaps, just perhaps, make the company’s corporate hearts grow a few sizes bigger this year.
My daughter put a laptop on her wish list this year and I decided it was a good present that she will need for years to come. I knew that Black Friday would be a good time to look for a great deal. I found a few, but ultimately decided to buy online at Dell.com. Their deals started early on Thanksgiving, so that morning I ordered 2 laptops along with Microsoft 365 1yr for the laptops. Dell stated that the laptop would arrive on or before 12/4/15. I received a confirmation email with this same information.
At 1:24am on 12/3 I received a text message stating that the laptops would be delayed until 12/10. Then on 12/9 at one 1:24am I received another text now delaying my order until 12/18. Low and behold on 12/17 at 1:19am, I receive yet another text stating the order would be delayed until 1/4. Note that every notification was made around 1am the day before the laptops were to be at my house
At this point I was concerned as the laptop for my daughter would not arrive until after Christmas. One of my greatest joys in life is the look of children on Christmas morning opening their presents, especially when it is something they really wanted. The surprise, excitement, and joy is priceless. Now I was being told that moment was going to be taken away from us, which left me a little frustrated. So that same day, I called Dell to see if there was any way to expedite the order for Christmas.
I called, got disconnected, called back and got transferred to 7/8 different people. One person explained that although my shipping has been delayed, per their system, ultimately the order would be canceled. Needless to say I was not happy. He told me that I would have to repurchase the laptops at the current price, not the Black Friday sales price. The next person informed me that my order was not being canceled and there was no way I could get anything by Christmas. Ultimately, after being unsuccessfully transferred to a supervisor I needed to get back to work.
The next day I tried again while recording everything this time and I immediately asked for a supervisor at the home office. Needless to say I was transferred around again and before I finally reached a supervisor they confirmed my order would be canceled at anytime now. When the supervisor got on the phone they told me my order was at the “end of life/term” and it would be canceled (this is less than 30 days since my order was made). I asked him to confirm that I had just received a notification yesterday at 1am stating a new delivery date of 1/4 but now he is telling me that is not true as the order will be canceled. He confirmed this. At this point I read part of the FTC Mail, Internet, or Telephone Order Merchandise Rule (ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order) stating that they needed to have a reasonable basis for a new shipping date, but they are telling me they knew the order would be canceled. I explained that should Dell not work with me on this issue, I would file complaints and notify media of their practices as my internet research has shown I am not the only one they have done this to this holiday season (consumeraffairs.com/computers/dell_svc.html , bbb.org/central-texas/business-reviews/computers-dealers/dell-inc-in-round-rock-tx-41453/complaints/ , trustpilot.com/review/www.dell.co.uk ) The supervisor told me to go ahead and file the complaints and he suggested I talk to corporate but was not able to provide a phone number nor transfer me there. Unsurprisingly, all other numbers I tried led to the same operators and customer service with the same lack of information for corporate.
So with all that said let me highlight the shady practices.
They are selling items they know they do not have and this does not just cover laptops. Read the reviews, people are having similar problems with cameras, gaming systems, and tvs.
They are lying about shipping dates. They knew in their system that my laptop would not be delivered and would ultimately be canceled. So the question is how soon did they know as they were sending delays with new dates.
They are making money off of software/accessories. I got the software download for 365 and they charged me for it, but now I have software with no computer to put it on. When I tried to do a return online it gave me an error, and going through customer service is a joke.
They are taking business away from other companies. If I would have known I would not get a product from Dell, I would have gone to one of the other major dealers/brands. If I were one of the other major companies, I would be looking into this deceitful practice and using it as a selling point – “We will actually get you your product”.
There is no one to speak to about your complaints/concerns. No matter who you talk to, they will not help you and there is no way to get in touch with corporate per their own customer service, which every number seems to lead to.
I find it very disappointing that a major business can continue to treat consumers like this. The fact that many will not have their presents to open on Christmas morning is disheartening. I am very thankful that my family has also shared the tradition of watching the Grinch Christmas special, because we too know that Christmas is not all about the gifts. We know what the true spirit of Christmas is and will not let the Grinch actions of Dell destroy it for us. I hope that other families affected by their actions can do the same.
We were online and ready on Thursday Nov. 26 at 6pm eastern to buy an early BLACK FRIDAY Xbox1 system from Dell.com. The advertisment claimed a 500g system with an extra controller plus 2 games(Follow4 and Gears of War). We had 2 computers hitting the system at the same time. One got the "offer expired" error at 6:01, the other computer got the system (or so we thought). When the system arrived, it only contained the XBOX1. I have been in the Dell support call queue for 35 minutes now listening to music....we will see if they make this right or not.
Spent over 5 hours trying to support from Dell. I then decided to return the item because I saw that if I had a problem in the future, it would not get resolved. I spend another 2 hours trying to return the item and still have not received the RMA #. I had to end up disputing the charge on my credit card.
There are many computer vendors and I would suggest that anyone looking to purchase computers, tablets, etc. Look at all the reviews before selecting a vendor.
Dell advertised a price for a Laptop for Cyber Monday. I took a screen shot of the ad, prior to them raising the price of the Laptop for the upcoming sale which would occur the next day. Raul Sharma told me he'd put the item in my cart for the price I saw advertised. The problem was he put in a different laptop that I had showed him in my screen shot. It had lower specs but he said it was the only laptop they had for that price. Spoke with supervisor, Mohummad Hammad Employee ID# 218683 and said they would not be honoring the advertised price because for these particular events, their marketing department reserves the right to change the price on upcoming items they advertise for sale. Keep in mind, this is all happening prior to the actual date of the Cyber Monday sale. They attempted to cover their tails by saying that item sold out because it was being sold since Black Friday which is false because it wasn't posted for sale prior to Monday.
I told Raul that they had a similar laptop posted for sale on Friday with similar hard drive and ram specs except it was an AMD chip featuring a Radeon Graphics Card vs the Intel which featured an Nvidia card that sold out on Friday and he could not respond with an answer to that. He put me on hold and came back saying it simply sold out, however for it will be available again for the upcoming Cyber Monday sale but at a price higher than previously advertised and if I wanted to buy it at the higher price, i can purchase it now. I have screen shots to show this. How is this not clearly a bait and switch when an item they claim is sold out is actually available but only at a price higher than originally advertised?
Dell Black Friday scam. Have been waiting for the entire day to order an 60 inch Vizio TV on Dell website. Refreshed the site for every second until 12:00 AM EST, just to find that the deal was expired. There is no way that, the deal would have expired in nano seconds(there were 450 inventory count). This is purely a scam to have the customers buy other products/deals.
Waited for the second the dell Xbox one deal opened, even created an account beforehand with payment setup to checkout quicker, and the moment the deal became live I clicked on it but the website said it was no longer available. I understand "limited quantities" but there was no way they sold out within a second of opening the deal. I call bullshit, and bet they used this tactic to flood their website with traffic that day.
I also tried to order the dell black friday xbox one bundle, i was able to order it only to find that dell bait and switched me and is shipping the basic bundle. Not the advertised one that comes with an extra controller and fallout 4. I was told all they could do was cancell my order. What a crock of crap. If i would have known i would have bought local. And by the way i did have the item in my cart which showed what i was getting, and when they emailed my confirmation the sku was different. Dell sucks.
I tried to buy their black friday offer the very first second it came online, but was refused.
Repeatedly.
Like many others, I was on the Dell website constantly refreshing until the deal changed from "stay tuned" to "get this deal".
I hit the button, this would be the first second it was available, but Dell responded that the deal had expired.
I tried re-tried for 20 minutes, always getting the same response. Meanwhile the main black friday page started showing "only 450 left" of the tv. Later, the responses switched from "expired" to "sold out".
Dell customer support offers no explanations, just canned responses that the deal was very popular, though one agent admitted it did not sell out in one second.
I am not alone. I know others who had the same experience.
Last night at exactly 12:00 AM I too tried to buy the Visio M60 "Door Buster". When I clicked the button it was "sold out" Yet somehow they have plenty for sale today at a much higher price.
I attempted to get one of Dell's black friday laptop deals. I had my computer ready on their site for the 2pm start of the deal. Promptly at 2, I added the laptop to my cart and then proceeded to checkout where i then could not access my cart but was instead given a message that the deal had expired - not sold out - expired. This was about 3 or less seconds after i placed the item in my cart. I tried to phone Dell's customer service but was way down in the que so i opened an online chat. They basically told me the deal was really good and sold out quickly. They were eager to help me find something else (for more money and less features!). After many back and forth messages, they couldn't give me a reason why the item suddenly disappeared from my cart. I felt like Dell was using the old bait and switch scam. I won't be buying from Dell anytime soon if ever!
Dell Inc. Reviews
Dell has web bank i have no problem logging to my dell account while paying dell online now i received a message they areswitching banks web bank to comenity bank i don't why dell change banks two weeks i received a letter from they change banks to comenity bank now i have oct 9 to register my account also they gave me a new account number to be used after i register itried to log in my dell pay credit account couldn't log in i was transfer back to the same page i tried the chat online with live agent the agent cut me off thelive agent was rude. again when i call the toll free number the guy couldn't help me so i decided to hung up on him why he could not speak english well now they locked my acount after i changed the password several times.
I purchased a Dell XPS 15 7590 in 2021 from Dell Refurbished store, and the laptop had undisclosed problems out of the box. Some of those problems included data loss, thermal problems, inoperable fan, hard drive not reporting fail state. Reviews on the net by other users indicate the thermal paste is defective in this model, aend that there were defective components.
I contacted Dell Twice on their Whatsapp contact, and in both cases their contract tech support in India refused to open a trouble ticket. Finally after repeated contacts Dell agreed to open a case on or about May 2022, and I shipped them the laptop, but it was returned unrepaired on or about 01-09-2023. I called Dell again, and they allegedly repaired the laptop, but diagnostic reports showed thermal throttling the first time the laptop was started. Dell then indicated they don't support Linux, and that i should take the laptop to a local repair shop, but i advised Dell the laptop overheats with Windows as well as Linux, and i have never heard from Dell again. Dell should be sued in a Class Action Suit for selling defective products, and not honoring their warranties.
I purchased a laptop computer from Amazon. The model is DELL Inspiron . This PC has 64Gb of RAM and 2 Tb hard drive. Because it was malfunctioning (USB port on the left had an issue) I have sent it for repair.
I enclosed an original Invoice from AMAZON along with the printed clear information explaining what is the problem. A week after receiving this PC DELL Rep. called me asking for the Invoice and asking what is the issue (meaning that they have lost all my information).
DELL kept this PC for another week, unable to repair it, and have not responded to my requests on the status update. Finally, after 2 weeks I requested to ship this PC "AS IS" back to me no later than April-4th-2022 because I have had an Amazon deadline to return it for a refund. They have not shipped PC back to me as requested, then next day (April-5th) I received an Email that computer is fixed and will be shipped to me the next day. I received PC from repair on April-6th and was shocked to discover that DELL removed original memory (which was 64 Gb of RAM) and placed 16 Gb instead.
When I called DELL Tech Support they claimed that this PC does not come with 64Gb RAM (while it is clearly saying it on the Invoice). Obviously the RAM has been modified by the seller, but the computer should have been sent back to me with the amount of RAM that was installed when I shipped it for repair!
I can't believe DELL could have been possibly so dishonest, hoping that the customer will not discover this fact.
On October 2, 2021 I went online, Dell.com, to order an extended service warranty for my Dell laptop. Dell.com states that if you renew online you receive a 15% discount of the annual extended service warranty. At checkout, the total was $107.55, no shipping fee, no taxes and then the Grand Total was $158.55. I backed out. Started over, same calculation. The warranty was not $107.55 as advertized on their own website. So I called the Warranty Services Department 1-800-247-4618. You get India!
I asked why the difference in checkout price and Mohammad Shad told me they had a price increase YESTERDAY. (They are a computer company so I'm thinking they have a programmer somewhere in the company who could have updated their website.) I explained to Mohammad what I see on my computer screen - one year extended warranty service @ $107.55, not $158.55. They must honor the published price.
I asked where is the 15% online discount? Mohammad stated that the actual price is $185, but minus 15% is $159.00 the very same price as I was seeing on my screen at checkout. I pushed back again. He stated he could offer the service now at $131.57. Ok. So this is negotiable. I asked to speak to his Supervisor or the guy who can authorize this one-year service for $107.55. He put me on hold. Mohammad now is willing to sell the service to me as published $107.55. He sent me the receipt and stayed on the call to verify the receipt matched what he offered.
Why are we doing business like this? Consumers who just point and click pay 47.7% more for just pointing and clicking to place an order at Dell.com and the other consumers get the price they bother to negotiate? Color me disappointed in Dell.
For the past several months, I received a bill from Dell. The bill amount was in the amount of $9.05. After the first time, I called and they said they were not sure why I was receiving this bill. The second time I called they explained it was an extended warranty fee. I told them I did not okay a purchase of an extended warranty on my laptops purchased years ago. They said, they would waive the fee.
Recently, I received another bill for $9.05 and in the billing field it said "New Plan" and the fee was there. I am concerned for others because they may be paying this bill and have no idea what its for. The wording Warranty or Extended Warranty should be on the bill.
After several discussions with Dell Customer Services, they let me know they can only WAIVE the NEW PLAN fee once. So---in order to fully close my account, I needed to pay the bill. Well, I paid the bill and my account has been closed.
Please pay attention to all the fees on your Dell Financial Services bill.
Dell is using a poor business practices to get more money from its clients. They should have sent something with the bill stating an extended warranty is available. They did not, and went forward with setting up a plan for a monthly payment.
I have already let BBB know about this practice.
On oct 27 2020 i bought a DELL LAPTOP for 825 dollars, i got dell because it was the one that offered the specs nedeed for classes. I should have seen the red flags from the beginning. It took 3 months to be able to register the laptop, some error bestbuy and dell had. by december i was able to register it. and i saw that it said the waranty started on sept. The laptop i strictly use it for school. i never move the laptop from the desk. On april i got the laptop and a SCREW was on the desk. You guessed it, it was from the bottom of the laptop.
The next day another i found a second screw. Oh yeah i forgot to comment that i had talked to tech support about my fan making to much noise, they said that they where going to get back to me, and i am still wating. For the screws i called tech support and said that i had to get a extra waranty for a tech to come to my house. yeah some stranger going to some ones home on a pandemic. If i check on the bottom of the laptop i can see some others screws almost detaching too. I have researched about screws falling out and there are more people with this issue.
In Aug 2019 I purchased a Dell XPS 3890 with 32GB RAM. I did so by talking to a Dell sales representative on the phone. In doing so, I conveyed that I will eventually upgrade the machine to 64GB RAM and that the machine needed to allow for this.
What was delivered was a 32GB RAM machine with the only way to upgrade to 64GB of RAM by throwing out the 32GB RAM Dell had sold me and purchasing a separate set of 64GB RAM. In essence, Dell is trying to charge me for 96GB of RAM in order to have a machine that has 64GB RAM.
As a consumer, I have no choice in how the Dell XPS 3890 is configured except to indicate the total RAM I currently want, and to convey that I need a path to 64GB RAM that only includes the purchase of 32GB of additional RAM. It is Dell’s choice to configure the 32GB of RAM in such a way that does or does not allow for the addition of 32GB of RAM to result in an XPS 3890 with 64GB total RAM.
Dell
(a) Knowingly configured an XPS 3890 with no upgrade path except to buy an additional 64GB of RAM and discard the 32GB RAM already purchased, and
(b) Was informed by the consumer of his intention to eventually upgrade to 64GB RAM by adding an additional 32GB in the future, and
(c) Sold this XPS 3890 to me (the consumer) without any disclosure of needing to purchase 64GB of RAM to upgrade to 64GB of RAM, thus misleading the consumer in his purchase.
(d) Provided a receipt that indicates “32GB DDR4 at 2666MHz; up to 64GB (Additional memory sold separately). This receipt reinforces that to expand the RAM of this Dell XPS 3890, consumers need only buy “additional” memory.
This Dell XPS 3890 is configured with 4 slots each with a maximum of 16GB RAM. To produce this machine with 32GB of RAM, each of the 4 slots was filled with non expandible 8GB of RAM. In order to upgrade this machine to 64GB of RAM, each slot must be replaced with 16GB of RAM. Currently, Dell charges $199.99 for a single 16GB RAM card. As such, Dell wants to charge $800 to upgrade the machine to 64GB RAM, which is twice what it would cost ($400) to purchase 32GB of RAM had the machine been configured in a way that allowed for the addition, not replacement of RAM.
https://www.dell.com/en-us/shop/16gb-ddr4-ddr4-ram-for-desktops-2666mhz-dimm-visiontek/apd/aa133381/memory\
As a consumer, I am expecting
(a) Dell to provide an XPS 3890 with 64GB RAM via the purchase of an four 16GB DDR4 RAM cards as directed by a Dell technical representative on March 16, 2021, for the price of two 16GB DDR RAM cards of same.
If Dell chooses not to take this step, I will
(a) Directly contact VisionTek corporate to explain how Dell, a reseller of their products, is deliberately misleading its customers to increase profit,
(b) Directly contact the Better Business Bureau to file a complaint against Dell, Inc at 1 Dell Way, Round Rock, TX 78682 https://www.bbb.org/us/tx/round-rock/profile/computer-dealers/dell-inc-0825-41453,
(c) Directly contact the credit card company used to purchase this specific Dell XPS 3890 to refute the charge because Dell did not deliver the agreed upon product. Something that could not have been determined until such time as the consumer attempted to purchase additional RAM,
(d) Post to social media outlets the details of the original sale and the communication with Dell since discovering the agreed to upgrade path was deliberately made unavailable by Dell.
Even getting to this point took a chat with 3 Dell employees, phone calls with 3 employees – one of whom just disconnected the call when I asked for escalation. The last call from Pradeep, a supervisor in the “Point of Need” department informed me that the “Escalation Team” would have to take over the case and would contact me the following day at 2:00pm CT.
Bought an alienware 15r4 only for it to fail catastrophically upon first start up. Requested a refund and sells like "well fix it, if not replace/or repair as is with your warranty and paid services" then failed miserably in that department, still have a defective product from the start yet now not only will dell not fix/repair/ refund; now they're asking for more money... after I'd requested my refund in a timely manner.
Dell on the other hand was neither timely nor competent yet want more money for more services that I I guarentee they are not providing. Frankly I declares this extortion. I want my refund Dell. And stop it with the undesirables already Dell, nobody likes them nor likes listening to them ask about our cars extended warranty, I just want my refund Dell
I bought a Dell laptop for our small business in Oct/2018 along with Microsoft 365 Business subscription. At the end of September, the subscription fee was deducted from account. Around November I started getting pop up on all Microsoft apps saying subscription expired. Over the months calls to both Microsoft and Dell went nowhere as they said I dd not have a subscription.
Recently I sent an inordinate amount of time with their agents trying to resolve. Finally, Dell told me they can't help me call Microsoft, Suddenly On Aug 3, 2020(nearly 2 months early) another subscription fee was deducted. For one day the pop ups disappeared and the next day they were back. Microsoft after 2 hours on phone said a 3rd party reseller bought Subscription and then cancelled my account the next day.
It was Dell Marketing L.P. a subsidiary of Dell located at the 1 Dell way address. Which is obviously how they got my information. It appears they are order subscriptions and giving them to other customers- either way the $106.24 that i have paid 2 years in a row has not given me my software.
I have always trusted Dell computers in the past so when I ordered my Dell XPS tower only for over $1700, I was expecting a fantastic fast & reliable PC. When it arrived (March 2020) it took approx. 6+ minutes to boot up each time and the computer was extremely slow, so I contacted Dell support. They worked remotely for about an hour and it seemed to help but then the PC began to freeze up at random, not shut down among other issues (blue screens, errors, etc.).
Again, the Dell support techs worked and worked over & over remotely for the next 3 months for issues until they said I must send it in because they cannot fix it remotely (this is a new computer).
I also contacted Dell Financial to tell them they cannot expect me to
pay for something that has never worked properly and they are looking
into it and will get back to me (Still waiting almost three weeks) My
recommendation is to beware of Dell and their tech support team (they
take your money but sell you an unreliable computer from China)
I have not purchased anything from Dell in a long time, mostly due to my own abliity to build and customize old hardware for my needs, however I decided to give Dell Outlet a try since I had read some positive reviews about their Technical Support with small businesses. Come to find out, that is not true so I suspect some fould play with paid reviewers on certain sites.
This is my honest experience. I bought a Certified Refurbished PC from Dell Outlet on June 18th 2020, and its a good thing I decided to keep a copy of the chat. I explained to the Chat Rep that I was open to cheaper systems (Refurbished) due to budgetary restrictions because of the ongoing pandemic, however PLAINLY stated that my requirements were the ablility to add on a 3TB drive I already owned. The PC came in a few days later, and I discovered immediately that not only was there no mounting bracket or space for the 3TB drive, but that this new purchase did not come with a required power supply cable in which to supply the drive with power to run! I thought to myself "simple mistake, right?" Wrong!!
I immediately got in touch with their tech support since I had already purchaed their extended "Premier Service" since it was also discounted during the sale, and was informed that they had no record of such a conversation, but also that I would have to PAY for the cable and any other mounting hardware, which this PC did not support Dell 3TB drive in the first place?!? I have escalated my claim, however their automated Email response keeps telling me that they have "Closed" the case for ten days every time I respond back with their requested information. My complaint is this:
DO NOT buy a Dell Computer online at all, much less any extended warranties or "Premier Services" because Dell Technical Support will refuse to honor them unless you pay more. I am done with Dell entirely, and will be donating this useless (to me) PC as soon as I expand my business prospects next year... As I am more than qualified to build and maintain my own systems, and seemingly know much more about PC specifications than the "Premier" service technicians. I have kept all correspondance of my chat with sales and their tech support, which will be made available to anyone doubting this complaint and review. I do not sign Nondisclosure agreements, ever. BUYER BEWARE!!!
Bottom line up front:
Dell advertised their P2719HC monitor as a monitor that you can hook up to your computer with one USB C cable and get all the functionality of having multiple cables hooked up. I bought it, it worked for several months, then died. They sent me 2 replacement monitors that also don't work or work intermittently, and after several rounds with Tech Support and Customer Care, I'm being told that the monitor wasn't designed to do what it's advertised to do.
I want a refund and I'm being told that it's out of warranty. While technically true, no one buys a $400 monitor only to have it die 9 months later and be beyond the capabilities of the manufacturer to fix. Or to be told, oh that thing we said it did, well it doesn't do that, and that's why you're having the issue.
Now the details:
Worst customer service experience of my life dealing with Dell. I bought a P2719H monitor in 11/2018 and it stopped working after several months.
Tech Support:
I worked with Dell Tech Support and they sent me a replacement monitor in 9/2019. The replacement monitor failed immediately and I asked for a refund. Technically I was outside Dell's refund window of 30 days, but considering the terrible performance of their product, I didn't want to go through more replacement units that fail to work as advertised (at all) and waste my time. I did eventually let them send me another replacement in 4/2020, and that failed immediately also. To be fair, it works intermittently, about 30 minutes at a time then dies.
Tech Support is telling me something new now, that Dell monitors aren't really meant for MACs. I should mention that the Dell agent that sold me the monitor said It was perfect for my set up (MacBook Pro).
I'm still working with Tech Support because Customer Care keeps hanging up on me. Tech Support is elevating to "the engineers"....but I just want a refund.
Customer Care (different than Customer Service):
I've called Dell several times to discuss this issue and I've been hung up on (or call dropped) 6 times, usually right around the time I ask for a supervisor. In none of these cases have I been called back by the Dell representative, which the techs inform me is their procedure.
My calls with Dell go something like this: I call customer care, I mention refund to the automated system, I wait for 20 minutes (understandable given COVID 19), Tech Support answers, and I explain my issue and say refund, they say you need to call Customer Care, and give me the number, I mention that that's the number I called and somehow ended up with Tech Support, then they transfer me towards Customer Care. This is where I get a variation of, call drop, "we are not open" (on Monday morning), or I get someone who says, you need to talk to Tech Support because we're past 30 days and that’s our policy. I explain that Tech Support can't help and has already tried and failed because their ultimate solution is to send be a bad monitor, and I ask for a supervisor because I need an exception to policy. This is where they say ok, and the call is dropped.
My Dell laptop computer was my lifeline here in NYC during this terrible time.
Unfortunately, the hard drive on my laptop became defective on March 31st, 2020. Tech support sent the return dispatch box to me at the wrong address, but the FedEx driver telephoned me, I told him the correct address, and I received it. I returned the computer, and sent Dell technical support an email on March 31, 2020 telling them that the address was wrong. There was a delay to receive parts. The parts were received on 4/8/20. It was repaired the same day. It was returned on 4/8 and supposed to be delivered FedEx on 4/9. FedEx did not attempt delivery on 4/9 for some unknown reason. It sat in their warehouse in Jamaica, Queens, NY until 4/10/20 (Friday).
On Friday, FedEx would not deliver because the address was incorrect and I was told only Dell could change it. I called Mr. Sharma at 430pm EST Friday to ask him to contact FedEx customer service immediately so I could have the computer the next day. He insisted my address was 8042 230 Street (a nonexistent address), and refused to contact FedEx, as did his supervisor, Mr. Haresh. Instead Mr Sharma and Mr. Haresh sent my computer back to Dell in Houston. Mr. Burroughs then emailed me, and said he was shipping my computer back (no apology nothing for the aggravation). I think at least an apology was due. I enclose his emails to me.
This was extremely aggravating. I understand that mistakes occur, but sending the machine to Houston so I had to wait another week is beyond the pale. This is not the first time I have had terrible customer support from these types of persons. This type of technical support mitigates against further purchases from Dell.
I am hearing impaired. When I speak with someone over the phone, I have difficulty understanding anyone with a heavy accent or someone who speaks too quickly. I bought a Dell laptop in December 2019. It is an Inspiron laptop and ever since I have had had it, it shuts down and errors out. I have been trying for at least the last three months to contact Dell about getting my laptop fixed or my money refunded.
Every time I get connected to a technical service or customer service person, they are from India and they have a heavy accent which I cannot understand. I have spoken to at least ten people and I keep telling them I need to speak to someone who speaks English well. At least three of the CSR's have hung up on me, 3 others have been rude and have told me they "speak good English", others have told me they do not understand what a hearing impairment is. I have gone back and forth with e-mails and phone calls. I was final given a number to call - they claimed someone would help me. Once again, I got a person who did not speak good English and when I explained my disability, she hung up on me. I wonder if this is a delay tactic so they can run out my warranty and not help me.
I am insulted that they refuse to help me because of my disability, and no one will call me to help me resolve this issue. I am at the end of my patience and I do not know what to do at this point. I am filing a complaint with the BB and the ADA.
All I want to do is get my computer, an expensive model, fixed. No one will help me. I even tried to call corporate and I was told I would have to hold for 25 minutes. Does anyone how I can get some help? Who can I complain to at the company?
I bought a brand new dell computer in March 2019, it came with a 1 Year warrenty on the hard wear. I was having problems with the computer 9/19/19. I brought it to a certified computer technician here in town, he is very knowledgeable about computers, and I have used his services in the past, and was always satisfied.
He checked the computer on 9/20/19, and he called me and told me I had to get a new hard drive. I had a feeling that was the issue, but I wanted to be sure, so that’s why I took it to him. I called Dell because I had the one year warrenty on the hard drive. Well, after being bounced around from one department to another, I reached someone in tech support.
I described my problem. I gave him the order number and my customer number. They had no record of my order and didn’t even have my customer information on file. Then he told me they couldn’t help me since I didn’t have the computer with me, and they (Dell) would have to do the trouble shooting themselves.
I didn’t need troubleshooting since my technician had already done it and determined I needed a new hard drive. They said they have to do the troubleshooting, and they wouldn’t help me unless I had the computer with me, which I didn’t. I am going to have to pay out of my pocket to replace the hard drive, and I will never purchase a dell product again.
On August 12, 2019 I purchased a Dell Inspiron 15 5000 (5584 series) with the promotion of a $100 VISA e card. At that time I was assured by the sales person that I would receive the e card in 10 business days. Had I known that I would not I would have held up buying the expensive laptop and went for a cheaper one.
I followed all of the protocol to claim the VISA and it was validated and approved on August 15, 2019 at which time I was then informed that it would take 28 days to claim the VISA. I then got an email on the 29th that the card had been processed. With back and forth emails and phone calls I got nothing from them.
Every time I call I'm told they are escalating my ticket but they never do. They have stopped answering my emails and do not call back. Today is day 28 and still no e card. I did get an email from someone at the corporate office but he has failed to respond to my reply.
I would like this resolved and in the meantime I want to warn others to beware of Dell.
Bought a brand new INSPERON 5675 JUNK from best buy I had an extended warranty and it was back to dell 5 times and once in my home they want me to pay to get it fixed INDIA is were dell is being ran DONT BUY FROM DELL 1200.00 i spent for JUNK. They said it was out of warranty it was 1 month ago it was repaired and they want me to pay ill throw it in the4 garbage before i give them a dime. The better Business Burue did not help me ether i lost my money. Dell went down the tubes and the owner
Mike Dell is a Scum Bag and a thief
My Dell computer when open and close screen case at side separates. Was told do not cover this issue on internet many consumers complaining about the same repair needed and dell not taking response-ability. Inspiron 7559 this cost exceeds $160.00 for a manufatures defect. Dell should own up to there manufacturing defects.
It is a shame and a detriment to you that you've not read my email requesting regarding further contact for my issue by an AMERICAN who speaks English, as Shawn Arundale was condescending, does not know how to speak to women and did not tell the truth regarding my request (and NEED) for more memory, rather than a new laptop.
To reiterate, I'd like an American to contact me who can read and comprehend my email. Shawn was disrespectful and I never want to hear from him again.
The voicemail message and email from Susan Thomas clearly indicates that she too does not comprehend the aforementioned English email I wrote.
Shawn mentioned that the laptop was 'basic'. I cannot imagine you pulling the wool over your customer's eyes by promoting this piece of junk that doesn't work as well as my 3 year old cell or 10 year old broken Apple.
Why would you put out a new laptop that has questionable software and no memory? That's a rip off.
You've left me no choice but to report this sham.
I can’t stress enough how TERRIBLE a company DELL is. Dell REPEATEDLY LIED to me from their managers on down, not returning calls as promised. A manager promised me on the phone a $100 coupon but then only processed a $50 coupon, despite costing me hundreds of dollars due to their gross negligence by not delivering the item the first time (showed up 5 hours early and then would not come back for redelivery at the scheduled time) and then the 2nd time brought the wrong item.
It was for my 2nd home, almost a 400 mile round trip for me each time, plus the cost of a pet sitter. Please review this entire chat correspondence prior to purchasing from DELL. Otherwise, you most likely will regret it. They have HORRENDOUS CUSTOMER SERVICE AND ARE ALL LIARS! I have blocked out personal information, order numbers, tracking numbers, corresponding links, phone numbers, and what did not pertain to this particular situation.
This is very long, but you can review this entire chat to see and understand that they lied repeatedly and did not do what they said they would do. This conversation follows over the next month and 4 days.
Below is the chat record.
12/15/18, 1:15 AM
Pratheepan, The name on the order is J*** W***. Order Number: *****.
Perfect! Let me review this right away. Please allow me 3-5 minutes.
Hi J***, The latest update I have from the Pilot team is about the rescheduled delivered on 14th December. Hence, I am writing to them and our logistics team to check how soon this could be resolved. Also, I see that the regional team has arranged a call back from a customer care manager on Monday. You could talk about the compensation with him. I will wait for your discussion with the manager and assist you accordingly. Please allow us time till Monday or Tuesday to let you know the details of the resolution.
I will wait to see what happens on Monday.
Thank you for your understanding. I will keep a close watch on the progress and update you accordingly.
12/17/18, 3:11 AM
Hi, Just a quick check to confirm if you have heard anything from the carrier in regard to the order delivery.
12/17/18, 3:51 PM
Not one word.
Not one word from the manager that was supposed to call me either.
Hi J***, I'm sorry for the delay on this. I'm writing to the regional support team on this. I will get back to you as soon as I hear from the team. -Tenzin
12/19/18, 4:30 AM
Please confirm if you have heard back from the regional team on the order delivery request?
12/19/18, 11:55 AM
No one has called me.
12/20/18, 8:36 PM
Hi J***, I am extremely sorry for this inconvenience. I see that the manager had tried to reach you earlier today. Since he was not able to reach you, he had left a voice message for you. He will again attempt to reach out to you tomorrow. I will continue to follow and keep you posted on the updates once available. -Pratheepan.
That is an outright lie. No manager attempted to call me. No message was left for me. I have been home all day. If a manager called, they did not call me at **********. I received an email telling me we had refused delivery, which is another outright lie. What I told you happened before it the truth, not the new made-up story. I want a call back from a US based manager! The customer service was bad enough before, but now the lies are ridiculous.
I could relate to your situation. I will escalate this through my manager and see to that you are being reached out tomorrow. I, being a part of globally present support team, would not be able to assure a call back from a USA based manager. I will ensure that the customer support manager reaches out to you on 21st December at ********.
12/24/18, 4:31 AM
Hi, Please confirm if you have heard from the support teams?
12/26/18, 1:19 AM
Greetings, J***! I see that the replacement *** has been processed against the order # ****. The TV has been shipped through Pilot on 21st December. The shipment with the tracking # ***** is expected to be delivered on 3rd January. I will closely follow the shipment and keep you updated accordingly. -Pratheepan.
12/26/18, 9:43 PM
I am still waiting to hear back from a manager.
I understand your concern and would certainly escalate it through proper channels to see that you get the call back. The customer care team was closed for Christmas so you did not get the call back. Please allow me 1business day's time to have this arranged.
12/27/18, 12:12 AM
And how many times have I been told now that it was being escalated and that I would receive a call back from a manager?
Hi I***, I understand your callout. After the update from the regional support team, last Friday, that they could not reach out to you, we emailed them to call you back again. However, the team were unavailable due to Christmas holidays. This could be the reason for the delay. I have already dropped a note through my manager to call you back today, 27th December. Please let us know once you speak to them today.
Sorry for spelling your name incorrectly, J***.
12/28/18, 5:31 PM
Hi J***. My name is VJ. I'm one of the Supervisors with the Dell Social Media Outreach Team. Further to your request for an escalation and a manager call back, I just called you but could not reach you. I left you a voice mail. Also, from an escalation perspective, I've advised my Care leads to escalate this internally and have your concerns reviewed to see how we're able to take this further. Considering the weekend is round the corner, I would request you to bear with us till Tuesday. This would give the team the time to review this on Monday and give us an update. Thank you for your patience. VJ
12/28/18, 6:58 PM
Hi VJ, I did get the message. I will wait for your return call next week. Tuesday is a holiday, but I should be available. If you are closed on Tuesday for the holiday, then please contact me on Wednesday. Thank you.
Sure, J***! We will let you know on this a day or two prior. -Tenzin
JAN 2, 2019, 3:13 AM
Greetings, J***! I want to let you know that our support teams would be reviewing your concern today as they were not available due to festival holidays. I am expecting an update in 24-48 hours and will keep you posted once the update is available. -Pratheepan.
JAN 4, 2019, 3:37 AM
Hi J***,
Our resolution experts reviewed your experience during this purchase. It is very unfortunate that your experience with the Pilot team were not pleasant. While, we sincerely regret this situation, the best could do is to process $50 credit to your account.
Please reply with your confirmation to proceed with this credit. I will ensure that the credit is processed to your account at the earliest.
-Pratheepan.
JAN 4, 2019, 5:53 PM
Why has no supervisor called me back? I have been lied to repeatedly by you and everyone else.
Why was a time set up for next Friday? It needs to be on Saturday, 1/12. Dell and Pilot have both had horrible customer service.
Why can I not be reimbursed for my entire out of pocket expenses?
Hi J***, I’m afraid we have reviewed this with the escalation team, and they’re unable to process your compensation request. With regard to the call back, I will put the request to the management and considering weekend, it should be next week.
I see that Pilot has attempted to deliver the order today as per their tracking page https://*****. It was estimated to be on 11th January 2019, however they have gone earlier than estimated. I will write to Pilot to provide us a date for next delivery attempt date.
-Tenzin
Why would they be trying to deliver it today, knowing I am almost 200 miles away? Why was I not contacted prior to the delivery being scheduled for today? Dell and Pilot both know that, so that is inexcusable. That is also why I should be reimbursed, since I will now have to make a 3rd, almost 400 mile round trip due to incompetence of both Dell and Pilot. Both of my 2 prior trips they were supposed to have delivered the TV. I intend to warn everyone on many websites of what happened to me and warn others not to purchase from Dell or beware of what may happen to them!. I have been told at least 10 times a manager would call me back, and it has always been just another lie.
I will go up next weekend and be there on 1/12/18 in the afternoon. They can deliver it then.
I'm sorry for this experience and regret that your expectations are not met. I realize that it is not an ideal situation to be in and my sincere apologies for missing out on meeting your expectations. I will put your request accordingly to the team. -Tenzin
JAN 7, 2019, 2:57 AM
Greetings J***, My name is Shrikanth, Tech Lead for Dell Social Media and Community. I reviewed the case history and see that you had concerns related to your order and you requested for a supervisor call back. Could you please let me know when would be the best time to reach out to you so that I can call you and have your concerns addressed. -Shrikanth
JAN 9, 2019, 12:32 AM
Hi J***, We're await the best time to reach you. Pleas let us know the best time and the phone # to reach you. Our tech lead would reach out to you and address your concerns. -Pratheepan.
I asked the supervisor before to speak to a manager. I don't want another call from just a supervisor level. Tomorrow evening between 8:30PM and 9:30PM EST will be fine. Otherwise, Thursday afternoon after 4 PM.
Sure, I will have this reviewed by a manager and keep you updated about the call back schedule.
JAN 9, 2019, 9:24 PM
Greetings, J***! My manager is reviewing your concern and wold be reaching out to you in the next 15-30 minutes. Please be available to discuss your concerns with him. -Pratheepan.
JAN 9, 2019, 10:41 PM
Hi J***, Further to your conversation with my manager, the call back has been rescheduled between 5:30 - 6: 30 PM EST on Thursday. Meanwhile, I have written to the Pilot team to schedule the delivery on Saturday, 12th January. I will keep you posted once they respond. -Pratheepan.
JAN 10, 2019, 7:43 PM
No one called me between 5:30 PM and 6:30 PM today. I was home during that time. I had to run out after that and just got home. Why was I waiting and did not receive the call?
Did you hear back from Pilot? I will be able to be at the house until about 3 PM on Saturday but do not intend to make the trip or wait around on them again.
Hi J***, I apologize that we couldn’t contact you within this estimated time. My manager called you after wrapping up a meeting he was engaged in and was late by 15 to 20 minutes. I believe he has left you a voice mail. Can we call you now to discuss the case or arrange a call back for another time? With regard to delivery, we’re working on it and will update you on the progress. -Tenzin
Hi J***, I have an update from the Pilot team that the delivery would be on weekdays from Monday-Friday. The team has schedule the delivery on Friday, 11th January between 11 AM-3:00 PM. Please check if you could arrange someone to receive the delivery accordingly. Do confirm if we can call you back now or the best time to reach you on Saturday? -Pratheepan.
I have to make a call now regarding work and won't be off the phone for quite some time. I will be home tomorrow evening. I don't want a call after 9:30PM.
You know I do not live in the area and live 193 miles away. I will not be there tomorrow between 11 AM and 3 PM. I need a convenient time for me, considering I have been available 2 times already, driven almost 800 miles and paid pet sitters to take care of the pets and did not receive the TV the other 2 scheduled times. No one will be there for the delivery at that time. If Pilot cannot make the delivery at a convenient time for me this time, then maybe Dell needs to find someone who can do so. Otherwise, I may be able to go up to **** if I know for sure they will be there with the correct TV. If they can make the delivery next Friday, on the 18th, it will need to be after 4 PM, before 7 PM.
Saturday would be better, and since Dell is responsible for me not getting the TV yet, which was ordered now almost 2 months ago and not delivered for Christmas, then Dell should make sure I could have a convenient Saturday delivery!
Hi J***, I absolutely understand your callouts and sorry for the delay in reaching out to you. I will have may manager call you back on Friday, 11th January between 7:30 PM - 8:30 PM. Would that be fine?
With respect to your expectation on the delivery timing, I will reach out to the logistics team and check what best could be done in this situation. Though, I would not be able to assure you anything right now, I will do my best to complete the delivery promotly.
JAN 10, 2019, 10:16 PM
That time to receive a call will be fine. Please let me know about the delivery when you find out. If I am going up next weekend, I will need to know by Tuesday so I can arrange for a pet sitter.
Sure, J***. I will arrange the call back accordingly. Unfortunately, order delivery on weekends is not possible. Meanwhile, I understand that you have to travel a long distance to your old house to pickup the TV which has caused delay in the delivery. Alternatively, I have an option to resolve this issue and avoid further delay. I will check with our logistics team if the order can be routed to an alternate address(preferably your current address location) . Please provide the address details to check with our logistics team. Appreciate your support.
I have explained over and over the situation. I have 2 houses. I am not traveling to an old house to pick up the TV. The TV needs to go to the address where I asked it to be sent. I do not want it sent to my billing address. If I had, I would have sent it here. I do not need it sent here and then try to get it to the other house.
There have been 2 previous deliveries that required me to make that trip. The first time, they did not come at the scheduled time; they showed up 5 hours early and would not come back. The 2nd time, they brought the wrong TV. I know deliveries can be made on Saturday. I have had furniture delivered to that house on Saturday before, so why can a TV not be delivered on Saturday?
I understand your callout, J***. As assured, my manager will review and call you back tomorrow. He will assist you further in this situation.
WED 2:44 AM
Greeting J***, As per our discussion over the phone I see that the Tv order has been scheduled for delivery this Saturday. I would request you to be available so that the delivery can be completed. Also, regarding the compensation I have tried my best here and was able to arrange for a 50$ coupon and a 50$ credit to your account. This is the best I can offer at this point of time. I have already raised a request for both and one of my team member will provide more updates on this. I would request you to check the package as soon as you receive it and let us know if you have concerns. Thank you Shrikanth Tech Lead Dell Social Media and Community Team
THU 2:11 AM
Greetings, J***
The $50 coupon has been sent to your email address (s*******@gmail.com) and the $50 credit should be processed in the soon. We'll keep you posted on the progress.
-Sahana
4:18 AM
Hi, Just a small update on the credit promised. The credit request has been processed and released into the original mode of payment. This should reflect in your account within 3-4 business days.
11:00 AM
I was told when the manager called originally that he could give me a $100 coupon. Even with that and the $50 credit, it still does not make up my expenses for the 2 delivery mistakes...one not showing up as agreed, showing up 5 hours early and not coming back for delivery, and the other by DELL shipping the wrong TV. Both trips cost me over $400 between the pet sitting services and the gas, plus the trip for today. I am out an additional trip for today's delivery. I should have been given the $100 coupon, not $50, as originally promised. In addition to the expenses Dell cost me, I didn't get the TV for Christmas. It is total incompetence. Dell has scammed me once again. Also, where is this other order? It was supposed to be delivered about a month and a half ago.
What I should have done was do a credit card chargeback and order the TV from someone else. I am going to post on every consumer website I can find about my experience with Dell.
Dell Cable Order 12-4-18.pdf
12:07 PM
I am sorry for all the inconvenience you had faced. As per the records, I see that you were offered $50 coupon and $50 credit.
I wish I could do more to have this fixed.
-Deepti
1:39 PM
I was offered a $50 credit and then the $100 coupon, not the $50. They just came back and gave me a $50 coupon instead. I am not pleased. The $100 coupon should have been honored. Not only did Dell cost me a lot of money, I was cheated on the coupon. Where is my cable that I asked about and posted above?
Hi J***,
At this time, we are only able to do so much. I have written to FedEx regarding the cable and will update you as soon as we hear from them. They have it on tracking link:
https://****
Kiran J.
I'm sending you a replacement cable since the last one doesn't show any movement on FedEx and I do not want you to wait until Monday for an update. I will wait for the snapshot of the coupon email. Kiran J.
I want to know why Dell can't honor their word. I was offered a $50 credit and then the $100 coupon, not the $50 coupon I received. They just came back and told me they could only give me a $50 credit and a $50 coupon instead. I am not pleased. The original promise of the $100 coupon should have been honored. Not only did Dell cost me a lot of money, I was cheated on the coupon.
Hi J***, We do not find that communication documented anywhere. If you do have something showing what was told, I can check with my finance team. Kiran J.
Do you record your phone calls from the managers? He told me he could give me a $100 coupon on the phone the first time I spoke with him, so you should be able to pull up that telephone call. He called ********.
Hi J***, Unfortunately, not all calls are recorded. There are a certain calls that are recorded and deleted after their purpose is served. We did try our best and this was what we could do. Kiran J.
Did you check to see if the call was recorded? You didn't do your best. I was lied to by a Dell manager, since what was promised to me did not take place.
That call only happened about a week ago. Sounds like a likely excuse. I want this escalated above that manager.
With a return phone call.
Hi J***,
We have escalated this case to the highest level possible. The calls cannot be pulled for verification purpose. Once their quality check is done, they are deleted and on a text documentation will remain. I have looked up all the case history and do not see the $100 assured. There isn't anything more we can do in this case.
Kiran J.
6:00 PM
I want a return phone call then from the person I spoke with that told me he could send me a $100 coupon. He needs to explain to me why he lied to me and why he did not document our conversation.
Hi J***, I do not know who is the person. can you give me his name? Kiran J.
It was supposed to be a manager that this was escalated to, above a regular supervisor. If you cannot find it in the documentation, then escalate it again. I do not like being lied to and this whole thing has been a fiasco. I do intend to let many, many others know how Dell has treated me and how much this experience has cost me.
Hi J***, We escalated this already and the final resolution was offered. We will monitor this until the cable is delivered and keep you updated. We regret we would not be able to take this any further. Kiran J.
I am going to let everyone possible know how much money Dell has cost me and how all their employees are liars! That is a promise.
Chat Conversation End
We ordered an Inspiron 17 laptop in late January. The system arrived with damage that clearly occurred before the computer was shipped. The track pad has never operated and the plastic surrounding the screen is cracked and separated from the main frame. I immediately reported the damage to Dell through their online support site. It took multiple contacts and finally an e-mail to Corporate for Dell to respond with a reasonable solution. Their initial response was to assert the damage might have been caused by the customer. NOTE: The laptop arrived with this damage. After much delay and making of excuses, Dell finally agreed to replace the first laptop. Because having a working laptop is essential to my work [I travel a great deal for this work] Dell agreed I could use the first laptop until the second arrived in satisfactory condition. The second computer arrived approximately ten days later. That system failed to boot correctly and, once it finally booted [after days of attempted repair] it crashed on each use. It took multiple telephone calls, e-mails and finally a USPS letter to Corporate to get a response from the Company. The initial response was to once again blame the customer for the issues with both systems. After weeks of receiving no response and struggling to work with a damaged computer, a Dell agent finally responded. His response was to minimize, insult and attack - claiming that the Company was not responsible for either system because we had yet to return the damaged systems. At the same time, he claimed Dell would not authorize the return and I would have to be responsible for the cost of return and for any damaged incurred during transit. Throughout this ordeal, no one at Dell has ever accepted responsibility for shipping a clearly damaged computer; not doing any quality control prior to shipping either system; apologized for the debacle they created or made any effort to provide a reasonable or respectful response. Attempts to contact upper management to enlist their assistance have proven frustratingly futile. No matter what channel of communication I attempt, the matter is sent back to Dell's India based customer support. This means attempting to communicate with individuals who, in my experience, are less than completely fluent in English. I have been dismayed and rather shocked at the rudeness and dismissive attitude of those with whom I have been forced to interact. Prior to this experience, I had done business with Dell for over twenty years. At no point, before this debacle, would I have expected this level of disservice from this company.
Dell: sometimes we don’t always get what we pay for don't believe everything a review says or what's motivating the author to write. These days paid advertisement can look quite real when it is in fact one the few actual examples we have of fake news. Never has there been a clearer case of buyer beware. See for yourself on the consumer complaint sites: , Yscam, hissing kitty - any of them. At best, dell’s corporate ethos is an illusion. In reality, their machines in my experience have been consistently inferior to the competition. Their customer service is the worst i've encountered, surpassed only by their incompetent technicians who took a working computer of mine and sent back it back stone cold dead. No regret, no shame, no reimbursement, no acceptance of responsibility. It could not be more evident that dell doesn’t care about its customers. Their advanced resolution team is a joke. They could not so much as resolve a sandwich that arrives with lettuce when there should be none. Amidst all this dell does not honor its warranty.T do yourself a favor and turn to lenovo Best screens in the business), or hp. I have the lenovo 910 which is superb and the hp 360 which is also a fine choice. With both companies there is a stark difference in the consumer’s experience. Lenovo and hp are superb where dell will provide shock and awe in its business practices. Sure, i've seen the reviews and rankings. Like i said, don't believe everything you read. How they conduct business will leave you numb. More and more frequently on the web we're seeing advertisements masquerading as reviews. I should know, i've been studying communication and its systems of delivery for over 30 years. Dell received over 100 emails from me and senior management sent not so much as a postcard. Put in the traditional, way michael dell and karen quintos And the rest) didn't raise a finger to help. I laugh every time i read dell has a vice president for customer care. So, you can buy a headache, or you can purchase a very satisfying experience from a company you can trust. Your choice.
This is my 5th Dell computer since 2003. It is less than a year old and developed a charging problem, was diagnosed via remote desktop by Dell computer as a bad I/0 daughter board. They were on our working computer via dell assist and diag the problem, sent a call tag for repair. After we sent the computer out we were called and asked for money to repair a USB port that they said was broken. We advised them that no usb was broken and that is not why the computer was sent out for repair that it was sent out for the board replacement which was internal to the computer. The I/o daughter board and the usb had nothing to do with each other and that the usb had nothing wrong, we refused to send in money. We sent the computer into dell repair in the original box and packing from the factory.
Dell called twice asking for money for a usb replacement.
both times we refused, stating that the computer was sent in perfect condition minus a battery charging issue and that we had never had a complaint or problem with a usb as it was working fine when we sent it in. Finally, we received the computer back, it was in the wrong box and not in factory packing that we sent it in with. I took it out of the box and immediately noticed that the factory intel labels were missing from the case. I also noticed glue on the case and you could tell that the case had actually been burned together in places with a heat gun. The upper and lower case was broken not the usb. They broke our computer then tried to charge us for repairs under false pretense of a non-warranted usb being broken.
We refused so they then attempted to repair the broken case. I then powered the computer on to get a blue error screen saying no bootable device found. Our computer was damaged and returned in nonworking condition. It has now taken over a week to get a response of which we are being called liars and basically told they would take the unit back in for repairs but would not replace it, or our box, or our factory labels that were on the computer. We agreed to a repair vs a replace if they would extend the warranty due to the nature and extent of repair to replace an entire case. We were then told to be sure to back up our computer.
What a joke. It will not even power on now with a blue screen that says no bootable device. This computer was used by a 74 yr old woman at a desk to search for recipes and use facebook. It was in immaculate condition as witnessed by multiple family members and was in perfect condition other than the battery would not charge. The way we have been treated is an outrage. Break a personal computer, try to charge them for it, fail and attempt to hide damages and return in not working then call the consumer a liar. It was my 5th dell computer and could of been a lifetime or another 50 years of them but Dell has failed me in every way. Outraged in TN. My 5th but last.
I went on the internet looking for a TV and Internet service so I saw Sling TV service and I saw Dell Community as a Sling TV company so I called the number that they had on there which was 1-888-513-4666 so a retentive answer and said hello my name is Max and my existing was 1002 so I said I'm looking for TV and in service than he said you he told me that I could get TV and Internet service for 150.00 for 6 months with free HBO, cnmax, and show time for free.
I said that's a good deal than he told me that I needed to go to Walmart and buy 150 dollars worth of gift cards so I bought 150 dollars worth of goggle play card and I gave him the numbers after I scratched the surface to get to the numbers behind them than he told me only one worked and said that I needed to purchase an iTunes gift card for 100 dollars so I did that and gave him the numbers from that than he said that my services was active and I should receive my Roku streaming box and Internet box the next day by 12.
so I sit and waited and waited than I called them back and told them that I didn't get my equipment than they gave me the correct number to Sling Tv which is 1-888-361-7149TV and I called them and they said they didn't have and account with my email address accept for the one I had opened on the internet so I called him back and told them what they said and than it told them that they were a scam and just getting people money than they hung up than I tried to call back and there was a recording saying the number you are trying to reach is not in service and than it came to me this is just a scam. That hurt me cause I only get social security and my daughter had gave me that out of her taxes so I could something for myself and this happens.
On December 4th, I purchased a Dell laptop for my son as a Christmas present. The laptop arrived at my home on December 20th. Unbeknownst to me and my son, Dell started the 30 day return period on December 12th, the date of the invoice. Dell stated that this return policy is stated in the purchase agreement. So, in other words, the return period was reduced to 22 days, not 30 days.
Unfortunately, the laptop performs horribly. It takes a long time to boot up and applications continue to freeze up requiring a hard shut down and reboot. My son called Dell tech support two times during the first 4 weeks of owning the laptop, but nothing could be done. The IT support person tried to sell my son a warranty before offering to try a couple of "quick fixes."
When my son realized that IT could not assist, he decided to return the laptop. Dell declined stating that he was 1 day past the return window. They did not care that their records showed that he was working with Dell IT to correct the issue or that the laptop was shipped 8 days after the invoice date.
In our limited experience, the Dell product is awful and the customer service and tech support is even worse. I told them I have bought several laptops and desktops from Dell over the years and that I would not do so again. The Dell customer service representative didn't seem to care.
Less than one year ago we purchased a $900 gaming laptop for our daughter from Dell for Christmas. About a week ago we started getting email notice that the warranty was due to expire- lot of emails. We did not cough up money for the extended warranty or service plan or whatever it is Dell was selling. And what do you know- one day after the warrenty expired this extremely well cared for computer suddenly freezes and won't respond at all. Can't turn it off, nothing. Frozen and useless. A call to Dell customer service all they can talk about is "oh you let your warranty expire" you'll have to pay for our service plan". This has scam and extortion written all over it. The day after the warranty expires the computer dies? Really Dell???!!! I want to warn all parents this Christmas- your kid will love that expensive Dell gaming laptop for about 11 months. If you want it to keep working beyond that, you'll need to keep paying regular "service" fees to Dell. EXTORTION!
I have had nothing but problems with Dell I bought a computer from badcock which was a dell! First the sound started going bad I called them multiple time stayed on the phone for hours to get it fixed and they did not fix the problems next came the plug issue the plug was bent I opened to box it was damaged!! Next came the battery though I had chargedvitbthe computer wasn't recongizing the power cord my list can go on and on all I can say is they need to give me anew computer or I will smear they're name in the ground.
I demand a new computer and they refuse to send me one or even give badcock a authorization code I demand to speak with the president of the Dell computer this machine is a crappy one the Dell is a fuc*ing bi*ch they need to be held Accountable for making my Metal Health issues and for missing work on the count of not having a computer to work on they are a horrible company to deal with and I will tell every one that is buying a computer don't buy Dell they do not stand by there warranty.
Thank you for nothing but hours of wasted time and the experience of a corporate giant's management team so terribly embarrassing itself. I'll use your most recent email as I write of the DELL "advanced" resolution team and its keystone-cops-like approach to management.
Stock Footage - Keystone Cops Car Gags on Make a GIF
Stock Footage - Keystone Cops Car Gags on Make a GIF
Stock Footage - Keystone Cops Car Gags is an animated gif that was created for free on MakeAGif.
I'll be escalating my campaign, of course, working diligently to bring DELL all the shame it deserves. The Japanese at least know how to save face. You, have fallen on yours. People may tolerate the quality of your machines but the glowing reviews will will wane. Surely they will, after I directly write the people at CNET, PC MAG, Tom's Hardware, Consumer Reports. I'll be writing someone every week for a year and working on this effort full time as I have all of January to myself. I can't tell how many sales this will cost DELL but I know it will be many. I've been corresponding with contacts in Canada as well. As countries begin to learn that DELL's warranty isn't worthy of lining a bird cage, they'll steadily move to better companies and better products like Lenovo and Apple. Whatever it costs DELL,, I know it will be considerably larger than the $385 your employees tried to extort out of me. Also I've been on television, radio, and social media before, so there's nothing intimidating about doing it again. I have a press release for all the major mass communication outlets. Whether I choose to appear in person via these channels or not, I know for certain people will be talking and it is interpersonal contact that most influences a consumers behavior. I'm also going to write and make some calls to see if I can get the executive team in the same room and talk to them even if only via Skype. It's not it about me, really. I worry for those less fortunate than myself. Citizens who you will be ripping off on Black Friday with the promise of a warranty that doesn't exist. Despicable.. Anyway, I'm a peaceful guy. Words are my stock in trade and I always try to do the things I say I will. 2018 is going to be a busy yet hopefully rewarding year.
A number of very important people are receiving this email at DELL. I never waste people's time and the fact that I'm taking the time to write and actually hit send tells you how committed I am to this cause. I would urge board members and the Executives to read not just this email but also the message further down - which I sent you. It's what I've been publishing in all the consumer sites for both the U.S. and Canada. I have no way of knowing where my computer was and who serviced it - if was attended to at all. My computer expert will be able to tell me if it was opened or if you just glanced at at it. Also, I know where you are located and with no disrespect to India, I think U.S. consumers have a right to know that important service work is being outsourced. No American likely had a role in servicing my computer or the determination to evade responsibility for DELL'S warranty. It is easier, I expect, not to give a fig about the American consumer when you're approximately 8,500 miles away.I found the U.S. Executive Team immediately. There was nothing I could find on DELL Leadership in India and no email contacts. Finally and after a great deal of effort, I did manage to find your CEO who is listed in this mailing. As you know your unresolved issues website is not working. It is not a viable channel for connecting to anyone.
Remember Xerox? They were five steps away from bankruptcy years ago and the reasons? 1. They thought they could never fail and 2. they lost site of the fact that the consumer is not some abstract idea. Consumers are the life blood of any corporation. You do have someone on thee team with an MBA from a reputable school, right? In closing, I'll simply give you the word any top business schools would use to describe the decision that you and your "team" arrived at. Dumb.
Have a great weekend and thanks for sending the laptop back. The fact that you made sure to write: "The unit has been shipped back to you unrepaired via FedEx" --- wasn't lost on me nor will it be on my readers.
Have one of the country's best computer techs in Chicago. He can tell me what you all at DELL did, did not, and should have done. He's the most honest business person and I value his opinion much more than I do anyone else who has spoken to me on this subject. I'll have his expert opinion documented and it will be useful when I file my small claims suit. I'll have to file in TX but that should enhance my chanced in court and allow me to recoup my losses. As I told you, someone from the executive team will have to be named and be there. Otherwise a no show is counted as a loss and a warrant is issued to pick up the person who never arrived.
I NEVER AGAIN will purchase another Dell Computer product. I recommend all my family and friends NEVER to purchase another Dell Computer product. In September 2016, I bought a new Dell laptop. In March 2017 it started experiencing intermittent system failures. By late April, the laptop would not turn on and its diagnostics indicated a motherboard failure. It was shipped to Dell for replacement of the motherboard. In late May, the laptop with the replaced motherboard arrived. By late September, it started experiencing intermittent system failures. By late September, 2017, the laptop again would not turn on and its diagnostics again indicated a motherboard failure. After a number of hours wading through the Dell consumer service process, they tell me that there was only a 60 day (or so) warranty on the replaced motherboard; that the overall warranty expired not later than 1 year from the original purchase date of the FIRST motherboard, and that the most that they will do will be to AGAIN replace the mother board IF I PAY approximately 70% of what I paid for the laptop (I suppose only to put in ANOTHER defective motherboard with a very short warranty), or give me a 10% discount on the purchase of another Dell laptop from Dell! The bottom line is that Dell TWICE supplied a defective motherboard and refuses to stand behind its product or provide a reasonable remedy for its defective product.
I have a multifunction computer here that I own and purchased directly from Dell. I use it to remote control my clients computers.. specifically with higher resolutions. I intentionally purchased an "on-site extended accidental warrantee" from Dell as this computer has client data on it and I do not want that leaving my house/office. Also I could not afford the down time. Also I have had bad experiences with their mail-in depot and prefer to keep my computer within my eye-line.This computer is very difficult to take apart and work on. Also, doing so would void the warrantee. So near the beginning of the warrantee the screen cracked. (very fragile computer). Dell took about 3 times of sending people out, and hours on the phone with me yelling at them till they finally sent the correct parts with a tech to repair the computer. A few months ago the screen got a little nick in the corner and it was affecting the touch ability. So I called in another service call. They sent a guy out.. I told him to make sure he had the right parts FIRST... He took an hour to take the computer apart realized the part was wrong.. and the screen sent was not touch. put it back together. Badly cracked the screen in the process... Sent the guy out again.. same thing happened.. This time a ribbon was hanging in the screen. Sent another guy out.. same thing happened. Sent another guy out.. He did something to my computer so it would not turn on. He spent 30 minutes fiddling with it and got it to turn on. But warned me it now needed a new motherboard and not to turn it off. (eventually the power went out and the computer has never worked again)
A couple more times they dispatched people but they did not have a motherboard or a touch screen either.
This went on about 6 times in total I think.
I have multiple calls recorded to Dell where they assure me they will fix my computer on-site and not bait and switch me.
Yet... they INSIST they cannot fix my computer on-site and demand I send it into the depot because my on-site warrantee does not support fixing the computer on-site. Despite having precedent of them doing so. When I ask them about that they just say, "Well that was an exception". I have phone recordings and eMails for all of this.
I imagine a well targeted query of their records would show thousands of people they were doing this too.
This seems like the perfect making of a class action suit that I would love to be at the front of. (:
What Ever Happen To Good Ole Customer Service ?
Already frustrated by the fact that to use my laptop, it requires that I keep it plugged up.
I bought my computer from Dell in Jan. 2016 within 11 months the battery went out. Called Dell constant run arounds.
A few more months go by still frustrated that my battery doesn’t work and all sorts of driver updates. I now use the laptop just to write and basic internet stuff.
I receive a pop up from Dell telling me to renew the warranty, you know the one we buy and they don’t fix or solve any issues ..that warranty.
Rude customer service , non-empathic and poor products is how I will serve Dell Computers up when asked my personal opinion of the company.
Sadly I am still in Nashville TN in need of a BATTERY!!! Surely Dell isn’t suffering so bad financially they are unable to send a battery a refurbish one something!!! Nope WE don’t care! Not our problem! So again, What Ever Happen to Good Ole Customer Service? Before the bad review, before the phone calls, before the venting to friend s family, before the social media videos, and negative blogs, and forums? I will NEVER buy a Dell again! NEVER EVER!!! Oh and to add injury to insult after speaking to the final supervisor in desperation of not having to fix the problem, He then tell me that he can’t verify my name or address. Seriously! Ironic how you knew exactly where to ship this piece of crap computer to when I pulled my bank card out… Companies always remember the transactions where it involves taking your $$$$. Hmm??
On 1-4-17 Dell advertised a sale on the product "WD Blue PC SSD WDS250G1B0A - Solid state drive - 250 GB - internal - 2.5-inch - SATA 6Gb/s" for $19.99 each. So got online and ordered 2 of them from Dell, Dell Purchase ID: 2005704551081. Dell sent me an confirmation email the same day stating:
Subtotal $199.98
Order Level Promotion:-$160.00
Shipping & Handling:$6.99
Shipping Discount Applied:-$6.99
Sales Tax:$2.50
Total Amount: $42.48
I then received an email 4 days later stating that my order had been cancelled. I did NOT cancel this order, Dell did, and did not give any explanation as to why. It just stated that order # 174520279 was cancelled. At the time I was working 80 hour work weeks and was not able to contact Dell because of all the time I was spending at work.
On 4-4-17 I was contacted by "Dell Advanced Resolution Team" Surendra Raj, by both email and phone. When I was finally able to get ahold of Mr. Raj, he looked into the matter further and found out it was a pricing and advertising error on Dell's part. Dell did NOT inform me of this when they originally cancelled my order, they gave no explanation at all. He told me the company would not honor this original price. He actually had the nerve to ask if I still wanted to order the products at full price, I refused. They charged my credit card and had a hold on my $42.48 for over 7 days. I asked Dell to honor the original advertised price and they refused. This is not the first time this has happened, Dell will regularly post advertisements for "deals" on their products and then days later you find out that they have canceled your order, with no explanation, and then you have to wait for the money to come back to your bank account or credit card. It is very unethical and they never honor any of their "mistakes"
I have been calling dell tech concierge for over a week now and still have not been able to get anyone to help with the issue ( airplane mode another they failed to help with) regarding my touch pad
all i get is hung up on and my time wasted
lets say a 20 minute call all that gets done is repeating myself over and over ( repeat of firt minute more or less) and hang up on, some i just give them servie tag and get hung up on
i have a valid waranty till 2019 which they can caeless about
there seems to be no accountability there at all as supervisors do the same thing none do anything to help
there escalations do exact same had one not too long ago run his mouth for 2 minutes wouldnt let me talk and hung up on me ( more than once i might add), others in escalation the same
they seem to think that if you ignore the issue or problem long enough it will fix itself i guess
i had one person tell me to fix the issue with the touch pad " to just remove the touch pad" ( his words) and than proceeded to put me on mute for 11 hours ( call lasted 11 hours 56 minutes), not first time i had that prior record was 4 1/2 hours on mute
rather sad when i know more than alledged "trained techs" often what they say is wrong or backwards ( if get anything out of them)
there corp. office not much different have delat with same person in past 1 1/2 years all he does is hang up as well , refuses to answer anything, nothing is ever there fault i guess
think rather obvious that dell doesnt care at all about there customers and those who paid for a warranty ( service)
Dell's business model is very simple: give you decent customer service when you are purchasing a product, but then give you the absolute worst customer service once things go wrong. In fact, after I notified Dell in writing of a defective laptop well within the 30 day period, Dell stopped its previous email communications to me and failed to reply; when I called a couple weeks later and spoke with a number of customer service representatives for almost 2 hours, they promised me that they would email me a free shipping label and refund my money. However, after keeping me on hold for very long periods, each of the representatives came back on the line with the same story: we cannot override our system because your phone call is over 30 days from purchase, and so we will not be able to refund your money or send you a shipping label (this all, despite the fact that I have an email to Dell stating the problem well within 30 days, which I offered to forward to Dell, but which Dell said it was not set up to receive). In other words, Dell has absolutely no interest in helping consumers.
Dell advertised their Day 6 Doorbuster - additional 20% off ALL Alienware Outlet Desktops
Will Never shop Dell again! Purchased an expensive laptop a year ago, following 3 other dell computer purchases. At the time I had no knowledge about the difference in network cards. Well, apparently mine came with a single band and it cannot be upgraded to a dual band (what I need)! And NO ONE informed me of this when purchasing it.
I will never make a DELL purchase again! They lost a long time customer to Apple! I recently purchased a Mac and the dual band comes standard! Even my older PC comes with it standard. But I guess Dell expected me to know that I would need this then and pay even more for it then, as if I didn't pay a lot to begin with. And now, in order to get what I want I would have to buy a entire new laptop system! This is highway robbery.
No worries, when I do purchase another laptop it will be a Mac. Because apparently they are built to last and grow with customers needs. With all of the Tri-band and dual band routers out on the market for year now, Dual band should be standard and if not standard, make it so that it can be upgraded if a customer so chooses!
I am on to you Dell. But that was the last dime of mine you will ever get!
I purchased my product speaking to a representative in America! Now anytime I need tech support (purchased a 3 year warranty) I am routed to India. What?! DELL is the absolute worst! and I am very dissatisfied. Just today I was transeferred 6 times in one call. I am not going to even go into how frustrating it is to be routed to people who cannot even assist you because they are outsourced employees only. Save yourself! Save your money! Save yourself the headache and buy APPLE! At least, they have locations that you can walk into to if you need tech support or customer support. Dell is done!
I purchased a new computer (8/2015) last year that came pre-installed with Microsoft Office and Windows and had issues within two weeks of having it. A technician changed the mother board on my new Dell desktop as this is what he said the problem was, and no sooner than he left my computer completely froze up and I could no longer get online and was not able to access windows as it asked for a new activation key as well as it had other internal issues. I called and texted repeatedly asking to having it serviced of which they chose to send me the parts to install in my computer myself. I do not know anything about the internal components of computers and was not able to install these pieces as well as they sent me the wrong recovery drive for my computer. I purchased this brand new so it still had a one year manufacturer warranty which involved onsite help. They neglected to send anyone out and instead I felt like they were taunting me knowing I was asking just to have my Windows Activation Key so I can use my brand new computer I just bought. Not only am I a college student I work from home as a travel nurse which are done from my computer. Earlier this year I had a friend who worked in the IT department install a version of Windows so that I could finally use my computer Dell was neglecting to take responsibility for. He was gracious enough and did this for me, however, it was the company version of Windows so I again did not have any product keys to update/activate etc. When this expired I was back at square one. I had to remove this version of windows as my computer began to give odd error messages, etc. I did a refresh/recovery on my computer to bring it back to it's original state in hopes of saving this computer and taking it to be repaired when I was able to afford it. It is now a year later and my issue has never been resolved. I numerous service/dispatch tickets and case numbers and keep getting the run around. They sent a technician out of which he was unable to fix my issue and attempted to call when he was here thinking he could get it resolved...instead I was told I needed to contact to Dell and have them get remote access to my desktop to fix it. I did this gladly thinking that it was finally going to be fixed. After more than an hour with this person on my computer going on webpages and downloading information at sites thinking they could find my product key (after I told them repeatedly it is no where to be found on my computer since the first technician serviced it back in August of 2015) they were unsuccessful. I pleaded, almost to the point in tears and said all I need is my windows activation key. That is it. And they said they could not do this but instead they had created another ticket and was going to have a technician install another motherboard on my computer. This motherboard they keep insisting on changing on my computer is not getting shipped out until the 25th of August, my year warranty expires the 26th of August. I told them I did not feel comfortable having this done as it has not fix the problem and asked if they could exchange/replace my computer with a new one. They stated they could not as it has been past the 30 days when I first purchased the desktop. I reminded the customer support agent that these problems started two weeks after buying my new computer
and here it is a year later and I am unable to enjoy a product I paid 600.00 for and never had my issue resolved. Desired Resolution: Refund
Desired Outcome
I would either like to have the money I spent as well as reimbursement for the products I bought to install the products they sent me knowing I had no idea what I was doing. Or if I am unable to get my money back I would like a new computer that is upgraded. I really hope you can help me. This is the worst feeling in the world knowing you cannot even get the help you paid for from a company and they basically ran off with your money.
It is related to refund issue i have with Dell.com. I purchased Bose System worth $600+ tax from dell.com. I used my Credit card worth $250+tax and Dell Certificate from AMEX rewards worth $350 for the purchase of bose Sound system from Dell.com. I didnot like the product and i returned the bose sound system within 30 days return policy from dell. While returning, i called Dell Return customer specialist regarding my doubt on refund of my $350 used as Dell Coupon, which i receievd from AMEX, and also $250 used from my credit card while purchasing the bose system.Over the phone, the return specialist assured me that i will get refund of my amount whatever the mode of payment i made to purchase the bose product. Again, I did double check. while on the call with her, on my refund of my dell coupon used(specifically asked myself) she again assured me that yes u will get refund on coupon too.
On that NOTE i agreed to return my product which i purchased from dell on the same call. I return my product using ups/fedex and reached dell address. After few days i called Dell Customer care to check the status of my refund, Dell Customer care started saying you have $250+tax refund waiting and will be refunded back to you once processed.Then i asked about dell coupon amount which return specialist assured me of refund while placing return oder. Then dell REP started saying dell coupons are not refunded and we will not refund and its lost.
If dell coupons are not refunded, why did return specialist lied me first in place, and falsely assured me of my full refund, when i called before initiate return of my bose product? Still Dell customer is not owning responsibility to cross check TRUTH and what myself and return specialist conversation had conversation and what false assurance provided by dell return specialist. Because of dell return specialist wrong information provided to me,I dont have my bose product or my $350 dell coupons issued by AMEX. Please help me resolve the issue. I have called dell customer care 100 times till now. sent messages over twitter, facebook but no resolution. Everytime they are saying coupons are not refunded. Issue here is when i called dell before initiating the return, why did return specialist provided FALSE/Wrong information? if she would have told me true and knowledgeable information, i would have not return my bose product?
Also one more important clause, if they say return policy with full refund. where is full refund here? Its fraud dell is involved in. I expect customer will call customer care to clarify but when customer in return gets wrong or misleading information, where shall the customer go?
I even tried contacting AMEX to re-issue coupons but amex declinded as they say they have issued one time and this problem belongs to dell and dell is liable for this mis-appropriate information provided to me.
Today i even got response over twitter regarding the same issue from dell customer specialist saying they dont have infomration about refund when i was placing an return request. if i go by that then why didn't return specialist bother to address upfront before initiating my return form over call?
Question here is about lies and avoidance to address the issue and punish the culprit lady from customer care.
I received an email from Dell with a very aggressive price reduction for their XPS8900 desktop computers, only valid for a 24 hour period. The coupon code was for an extra $250 off the price, which was already reduced, by about $50 already.
I ordered the computer, choosing the fastest processor option available, a 4.0 Ghz processor. I used the coupon code. I paid for the computer. I received a confirmation email that shows the 4.0 Ghz processor.
When I received the computer, I turned it on and I did not get the 4.0 Ghz processor. I was sent a computer with a slower processor, a 3.4 Ghz. I called Dell customer service and they agreed with me 100% that the sales paperwork says 4.0 Ghz, but the actual computer they sent was wrong.
Now like any online retail store, whether it be for clothing or anything else, I thought it would be a simple matter of getting an exchange for the correct computer and having them send me a ups call tag to send the improper one back.
I was absolutely shocked at what transpired after that. The Dell customer service person and then again, a supervisor in that department, refused to send me a new computer with the specifications that I paid for. They told me my only option was to return it for a refund.
I explained to them that now that the promotion code expired, a refund would do me no good, since replacing the computer today would cost me substantially more and what I deserve as a customer is for Dell to "make good" on their own admitted mistake and send me the computer I paid for. They refused.
While I was on hold, I did a little research on their site and checked the retail price difference of the same model with those 2 different processors. It was $150.
Begrudgingly, when they started to get rude with me, saying, I could "take it or leave it", I asked about a credit. Then I was told all they would give me is $50 for the difference.
The supervisor then told me that Dell reserves the right to unilaterally substitute a lower specification computer if they are out of stock of the one a customer orders! This was strange because while we were on the phone, I checked and they STILL had the one I wanted IN STOCK, so this excuse was not only crazy, it was an outright lie.
I asked the supervisor to show me exactly where on the website they have fine print that explains this policy of showing me a computer with customized exact specifications and their right to just send me something less. She said "It's not on the website but that's our policy."
The supervisor's employee # is 112883. Not only was she arrogant but rude. Imagine a retailer saying take it or leave it!
Imagine buying the latest iPhone or something like that from one of the major carriers, using a coupon code, and then getting last year's model in the mail! Worse yet, they admit they made a mistake, but REFUSE to honor the deal and give you an exchange, telling you, sorry its too late, that sale is over, you can have your money back, but we won't exchange it for you. Would Victoria's Secret pull that? Macy's? What retailer in the U.S. would pull something like this?
The term that's important here is "specific performance".
I'm entitled to the product that I ordered, for the price I paid. If the retailer admits a mistake, its up to them to make good on it. To just refund my money does me no good because I'm left without the computer I wanted, at the price I wanted, for the specs I customized!
I placed an order for a TV on the Dell website on a Sat morning. I changed my mind when I realized the rebate card offer was only good at the Dell site. I tried several times during the weekend and on Monday morning to reach anyone at Dell. But to communicate with them, one must have certain numbers (e.g. customer #, order #, etc) and Dell witholds these numbers to shut you out. Once the order has shipped they send you a receipt with all those numbers.
When I got that email with the requisite nubmers on Monday afternoon, I immediately contacted Hyderabd, India chat site to stop the order. The woman said she could not cancel orders and gave me an 800 # to call. I called and got another Indian voice, male this time, and after collecting the magic numbers from me, he told me it was too late to cancel the order.
This was at 3 pm on the first week day after the order was placed and within 30 minutes of receiving the email with the magic #s.
Then the nice Desi man offered me a refund equal to the return shipping cost (for Dell), if I would accept the the order. The $20 was not enough for me, so I declined the offer.
Then he told me to just return the item after it was delivered. I know this will require an RMA# and it will take an hour of jumping around Inida call centers to get thea #. Then I will have to drive the package to a UPS or FEDEX center.
Do not order anything frrom Dell unless you are convinced that you want that item. They will not let you rescind the order and will force you to take delivery in hopes you will keep the item rather than jumping through th hoops necesarry to return it. This is a scam. Reputable companies do not need to operate this way.
Most of us grew up with the story of the green furry creature that hates Christmas and steals all the presents away from families. Well, I never fathomed that a major name company would out right act as the Grinch, but this year I was proven wrong. This company has had the gull to screw people out of their holiday presents, lie about it and shadily steal potential business from other companies. I have yet to see a news story exposing their cold hearted deeds. So that is what I am set out to do. Expose what has been happening this holiday season in hopes that other families will not suffer in the future and perhaps, just perhaps, make the company’s corporate hearts grow a few sizes bigger this year.
My daughter put a laptop on her wish list this year and I decided it was a good present that she will need for years to come. I knew that Black Friday would be a good time to look for a great deal. I found a few, but ultimately decided to buy online at Dell.com. Their deals started early on Thanksgiving, so that morning I ordered 2 laptops along with Microsoft 365 1yr for the laptops. Dell stated that the laptop would arrive on or before 12/4/15. I received a confirmation email with this same information.
At 1:24am on 12/3 I received a text message stating that the laptops would be delayed until 12/10. Then on 12/9 at one 1:24am I received another text now delaying my order until 12/18. Low and behold on 12/17 at 1:19am, I receive yet another text stating the order would be delayed until 1/4. Note that every notification was made around 1am the day before the laptops were to be at my house
At this point I was concerned as the laptop for my daughter would not arrive until after Christmas. One of my greatest joys in life is the look of children on Christmas morning opening their presents, especially when it is something they really wanted. The surprise, excitement, and joy is priceless. Now I was being told that moment was going to be taken away from us, which left me a little frustrated. So that same day, I called Dell to see if there was any way to expedite the order for Christmas.
I called, got disconnected, called back and got transferred to 7/8 different people. One person explained that although my shipping has been delayed, per their system, ultimately the order would be canceled. Needless to say I was not happy. He told me that I would have to repurchase the laptops at the current price, not the Black Friday sales price. The next person informed me that my order was not being canceled and there was no way I could get anything by Christmas. Ultimately, after being unsuccessfully transferred to a supervisor I needed to get back to work.
The next day I tried again while recording everything this time and I immediately asked for a supervisor at the home office. Needless to say I was transferred around again and before I finally reached a supervisor they confirmed my order would be canceled at anytime now. When the supervisor got on the phone they told me my order was at the “end of life/term” and it would be canceled (this is less than 30 days since my order was made). I asked him to confirm that I had just received a notification yesterday at 1am stating a new delivery date of 1/4 but now he is telling me that is not true as the order will be canceled. He confirmed this. At this point I read part of the FTC Mail, Internet, or Telephone Order Merchandise Rule (ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order) stating that they needed to have a reasonable basis for a new shipping date, but they are telling me they knew the order would be canceled. I explained that should Dell not work with me on this issue, I would file complaints and notify media of their practices as my internet research has shown I am not the only one they have done this to this holiday season (consumeraffairs.com/computers/dell_svc.html , bbb.org/central-texas/business-reviews/computers-dealers/dell-inc-in-round-rock-tx-41453/complaints/ , trustpilot.com/review/www.dell.co.uk ) The supervisor told me to go ahead and file the complaints and he suggested I talk to corporate but was not able to provide a phone number nor transfer me there. Unsurprisingly, all other numbers I tried led to the same operators and customer service with the same lack of information for corporate.
So with all that said let me highlight the shady practices.
They are selling items they know they do not have and this does not just cover laptops. Read the reviews, people are having similar problems with cameras, gaming systems, and tvs.
They are lying about shipping dates. They knew in their system that my laptop would not be delivered and would ultimately be canceled. So the question is how soon did they know as they were sending delays with new dates.
They are making money off of software/accessories. I got the software download for 365 and they charged me for it, but now I have software with no computer to put it on. When I tried to do a return online it gave me an error, and going through customer service is a joke.
They are taking business away from other companies. If I would have known I would not get a product from Dell, I would have gone to one of the other major dealers/brands. If I were one of the other major companies, I would be looking into this deceitful practice and using it as a selling point – “We will actually get you your product”.
There is no one to speak to about your complaints/concerns. No matter who you talk to, they will not help you and there is no way to get in touch with corporate per their own customer service, which every number seems to lead to.
I find it very disappointing that a major business can continue to treat consumers like this. The fact that many will not have their presents to open on Christmas morning is disheartening. I am very thankful that my family has also shared the tradition of watching the Grinch Christmas special, because we too know that Christmas is not all about the gifts. We know what the true spirit of Christmas is and will not let the Grinch actions of Dell destroy it for us. I hope that other families affected by their actions can do the same.
We were online and ready on Thursday Nov. 26 at 6pm eastern to buy an early BLACK FRIDAY Xbox1 system from Dell.com. The advertisment claimed a 500g system with an extra controller plus 2 games(Follow4 and Gears of War). We had 2 computers hitting the system at the same time. One got the "offer expired" error at 6:01, the other computer got the system (or so we thought). When the system arrived, it only contained the XBOX1. I have been in the Dell support call queue for 35 minutes now listening to music....we will see if they make this right or not.
Spent over 5 hours trying to support from Dell. I then decided to return the item because I saw that if I had a problem in the future, it would not get resolved. I spend another 2 hours trying to return the item and still have not received the RMA #. I had to end up disputing the charge on my credit card.
There are many computer vendors and I would suggest that anyone looking to purchase computers, tablets, etc. Look at all the reviews before selecting a vendor.
Dell advertised a price for a Laptop for Cyber Monday. I took a screen shot of the ad, prior to them raising the price of the Laptop for the upcoming sale which would occur the next day. Raul Sharma told me he'd put the item in my cart for the price I saw advertised. The problem was he put in a different laptop that I had showed him in my screen shot. It had lower specs but he said it was the only laptop they had for that price. Spoke with supervisor, Mohummad Hammad Employee ID# 218683 and said they would not be honoring the advertised price because for these particular events, their marketing department reserves the right to change the price on upcoming items they advertise for sale. Keep in mind, this is all happening prior to the actual date of the Cyber Monday sale. They attempted to cover their tails by saying that item sold out because it was being sold since Black Friday which is false because it wasn't posted for sale prior to Monday.
I told Raul that they had a similar laptop posted for sale on Friday with similar hard drive and ram specs except it was an AMD chip featuring a Radeon Graphics Card vs the Intel which featured an Nvidia card that sold out on Friday and he could not respond with an answer to that. He put me on hold and came back saying it simply sold out, however for it will be available again for the upcoming Cyber Monday sale but at a price higher than previously advertised and if I wanted to buy it at the higher price, i can purchase it now. I have screen shots to show this. How is this not clearly a bait and switch when an item they claim is sold out is actually available but only at a price higher than originally advertised?
Dell Black Friday scam. Have been waiting for the entire day to order an 60 inch Vizio TV on Dell website. Refreshed the site for every second until 12:00 AM EST, just to find that the deal was expired. There is no way that, the deal would have expired in nano seconds(there were 450 inventory count). This is purely a scam to have the customers buy other products/deals.
Waited for the second the dell Xbox one deal opened, even created an account beforehand with payment setup to checkout quicker, and the moment the deal became live I clicked on it but the website said it was no longer available. I understand "limited quantities" but there was no way they sold out within a second of opening the deal. I call bullshit, and bet they used this tactic to flood their website with traffic that day.
I also tried to order the dell black friday xbox one bundle, i was able to order it only to find that dell bait and switched me and is shipping the basic bundle. Not the advertised one that comes with an extra controller and fallout 4. I was told all they could do was cancell my order. What a crock of crap. If i would have known i would have bought local. And by the way i did have the item in my cart which showed what i was getting, and when they emailed my confirmation the sku was different. Dell sucks.
I tried to buy their black friday offer the very first second it came online, but was refused.
Repeatedly.
Like many others, I was on the Dell website constantly refreshing until the deal changed from "stay tuned" to "get this deal".
I hit the button, this would be the first second it was available, but Dell responded that the deal had expired.
I tried re-tried for 20 minutes, always getting the same response. Meanwhile the main black friday page started showing "only 450 left" of the tv. Later, the responses switched from "expired" to "sold out".
Dell customer support offers no explanations, just canned responses that the deal was very popular, though one agent admitted it did not sell out in one second.
I am not alone. I know others who had the same experience.
Last night at exactly 12:00 AM I too tried to buy the Visio M60 "Door Buster". When I clicked the button it was "sold out" Yet somehow they have plenty for sale today at a much higher price.
I attempted to get one of Dell's black friday laptop deals. I had my computer ready on their site for the 2pm start of the deal. Promptly at 2, I added the laptop to my cart and then proceeded to checkout where i then could not access my cart but was instead given a message that the deal had expired - not sold out - expired. This was about 3 or less seconds after i placed the item in my cart. I tried to phone Dell's customer service but was way down in the que so i opened an online chat. They basically told me the deal was really good and sold out quickly. They were eager to help me find something else (for more money and less features!). After many back and forth messages, they couldn't give me a reason why the item suddenly disappeared from my cart. I felt like Dell was using the old bait and switch scam. I won't be buying from Dell anytime soon if ever!