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Satisfaction |
| Six-Month Rating:
1.98
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Six-Month Reviews: | 63 | | | Lifetime
Reviews: | 1526 |
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Lifetime Rating:
3.93 |
Average
Store: 8.13
High Average: 9.36
Low Average: 4.61 |
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4.63 |
Pricing of Products and Services |
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2.02 |
Likelihood of Future Purchases |
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3.21 |
Shipping and Packaging |
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1.12 |
Customer Service |
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0.89 |
Return or Replacement |
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| Reviewer: | SashaNein
(8) | | User
Rating: |  |
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11/17/09 1:31 PM
Bought a 'Scratch & Dent' PC from Dell Outlet on the 12th, received on the 15th. The PC is in pristine condition, with tons of upgrades that saved me well over $300 dollars compared to buying it new. I'm even eligible for a FREE upgrade to Windows 7!
I am a video editor, so it was great to find a quad core PC for $380 after tax. It's the Dell Inspiron 546, with an Athlon II X4 620 processor at 2.6 GHz, 4GB of DDR2-800 RAM, a 500GB SATA hard drive (with a 1.5TB hard drive coming in the mail), dual DVD drives (one for burning, one for watching), and a dedicated video card, the ATi Radeon HD4350. The upgrades ALONE cost $370 from Dell's retail website!!!!
My only problem with Dell is that I cannot use my Dell Preferred Account Credit on their Small Business store, and that I must apply for a second line of credit. That is kind of silly.
I have bought from dell several times in the past with no problems. Hard drives, monitors, laptops.. you name it. If you hang around sites like slickdeals, you can pick up a Dell PC at a awesome price like I did. Building PCs is fine and dandy, but I love my Dell Inspiron 546!
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11/15/09 8:45 PM
I was told twice my hard drive would cost $35, yet I was billed $183.26!!??!?!?!?!?!!!! It sells at fry's Electronics for $30.
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11/15/09 4:24 PM
Dell customer service is terrible after the order is first made. They are habitually slow with orders, and do not provide a realistic delivery date when placing an order. I recommend not ordering any custom system if you have a true need for a computer within a timeframe of less than several months!
I placed an order with Dell for an Inspiron 15 laptop in mid-October and was told that the laptop would be shipped by Nov 2, probably arriving earlier. About 2 weeks later, I received an email that the order was delayed, with a new shipping date of Nov 9. A week after this, I received both a call and another email from Dell stating that there was an additional delay, with a new shipping date of Nov 16. For this message, I was required to call or email to confirm that I still wanted the order delivered. The email stated that this was required by the Federal Trade Commission. I confirmed that I wanted the laptop delivered, although I was getting pretty irritated that Dell cannot provide a reasonable estimate of the shipping date for orders. It seems like they should be able to know the time required to produce orders, total order capacity and number of orders, and provide an estimate that is correct within a couple days. My strong suspicion is that they could, but choose not to since many customers might cancel if they knew the true shipping date up front.
In any case, there was a third delay about a week later. This time, I was not at home when the email (and telephone call) came, and I was not able to respond for over a day. I called within 48 hours of receiving the message, however, and told the woman I spoke to that I wanted to keep the order active. I asked her if Dell would do anything for the inconvenience that they caused me with the long delays. She said there was nothing she could do, and did I want to just cancel the order? I was upset when speaking with her, but told her to keep the order active and I would call and cancel if I found another computer elsewhere for similar price. After speaking with her, I also sent an email response to Dell saying that I wanted to keep the order active. Later that same day, I received an email stating that the order was cancelled!
I was furious, and tried to get them to reinstate the order. I was told by several people at Dell that they can only start the order process over again from the beginning, and that the delivery date will be later, especially with people now placing orders for Xmas.
I really just feel that Dell's customer service is lousy. It seems borderline illegal that they could cancel my order this way. I have been a loyal Dell customer in the past (I currently own two Dell laptops and also had a Dell desktop in the past), but I will never order from Dell again.
I don't have any complaints with the Dell products, but they really need to change the ordering process and the way they treat their customers.
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11/13/09 5:27 PM
Worst computer buying experience of my life. I purchased this system (several invoice numbers) and the pieces all came at different times and much more slowly that promised. I also purchased a 150.00 in home installation. The sales agent advised me that if I purchased the fax/printer it would also be set up.
When the system arrived we were never contacted about the installation we paid for. After spending more than three hours calling around and getting treated badly by support agents we were advised that there was no "in home installation" but that they'd figure out something. Eventually it turned out there actually was in home installation and we ended up dealing with two different people -- one of which eventually came out and sort of installed the computer. The fax/printer never worked properly and was not set up correctly nor does it work to this day.
Dell sent out a customer satisfaction survey but the pin they provided did not work so I was never able to inform them of the time they wasted.
They are supposed to provide telephone support for issues that arise. They outsource their support to other countries -- which is not inherently bad -- but most of the people assisting us could care less about helping us and mostly wanted to argue with us and inflame the problem.
I'd love to tell the whole story but frankly the reason I recommended dell for my 78 year old mother was due to the 24 hour telephone support. That has proven to be a disaster. Not only was the in home setup a waste of money -- the telephone support has been also useless. Frankly I should have recorded the calls and placed the recordings on the internet. That would tell the whole story.
In short after having purchased (over the last 25 years) more than a three million dollars worth of computers from various computer suppliers -- this is the absolute worst buying/support experiences of my life. I wasted more than 7 hours (total) of my time trying to assist my mother to buy from Dell and get support from them. It was a disaster and her fax is still not working properly. Unfortunately I don't live in the same city or I'd be helping myself. In the end she had to hire a professional at 90.00 an hour to come out and resolve her issues. She could have just bought locally from an independent dealer and paid them for in home service. It would have been cheaper, wasted none of my time, and she'd be satisfied.This review was modified by its author, ate8888, on
11/13/09 5:34 PM.
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11/6/09 2:14 PM
This low rating is not about Dell products, which are not bad, but about Dell's customer support and sales. I have had several purchases directly with Dell, through both Home and Small biz departments, big ticket items as well as small purchases. Dell's site is Ok, but if something doesn't work and you have to talk to a person for me 3 out of 4 occasions it's been a frustrating experience.
For example, my last order didn't ship and Dell didn't tell me about it. They send me a confirmation email that it shipped but it didn't show a tracking number. No other word from them. 3 weeks later I contacted Dell to see what's going on. Order status in my online account didn't show anything useful. I tried chat, they gave me UPS tracking id which proved ups never actually shipped it. When I asked why they told me to call customer care phone. I called customer care and was bounced to tree different reps (all with Indian accents). I waited in queue patiently and each time they would first asked for name and order #, put me on hold, then tell me they need to transfer me to another rep. The last one couldn’t tell me why my order didn't ship, and when I ask to reorder said he can't do that he needs to transfer me to a sales rep, then he just hang up. 30 minutes waisted, for what should be a simple issue.
Next, I used sales chat to try to reorder. Same thing, I got bounced through 3 different reps, each time a rep would repeat the question, I would wait, then I would get message that I'm being transferred to another rep. It doesn't make sense but it sure feels like they don't care. And don't even try to call sales, they have the worst possible setup. You have to talk to a machine and answer what feels like a survey before they will transfer you to a live person and some reps are poorly trained and have heavy accents. To be fair, some reps are good and I have had good experiences with sales reps on the small biz side - but overall dealing with Dell has been unsatisfying experience. Best to avoid them.
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11/6/09 12:37 PM
Purchased a few laptops (3) and some other odd items from Dell.
First, if you are going to buy from Dell, make sure you are on one of their coupon lists. Oft-times you can combine a dell coupon code, with an already discounted sales price. For example, on the last laptop we bought, we were able to combine the online sale with a 40% off coupon for get a 17" Vostro laptop for well over 55% off total price.
As for buying non-computer stuff from Dell, they often have some pretty killer deals on other electronics (again, some of these can be combined with Dell coupon codes for some fantastic savings).
The ordering, sales, and shipping process has always been pretty decent in my experience. In Dell forums I've certain heard a few horror stories of forever-delayed shipments, but I've never experienced such myself.
For returns, it is a doable process (I had to return one laptop), but they will make you just through hoops of fire (and 26 different 'let me transfer you' call center tactics) to get through the process. Be patient and you'll get there. Once I was given the RMA, the return shipping went well, and the item was credited back to my card within 3 days.
I am sure I'll end up buying another laptop (or 3) from Dell down the road. With the sales and stacked coupons, you can usually find a quite nice deal.
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11/3/09 7:54 AM
Very disappointed!!! I highly discourage from shopping at Dell. Ordered product (PS3) and it was processing 2 months before Dell canceled my order stating that they don't have it in stock. At the same time you could buy PS3, but at higher price. So, I don't get how you can advertise something and then claim that you can't sell it at that price. Stay away from Dell!!!
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