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"Somebody placed an order from Dell.com for a 14z laptop, and used my credit card info that was stored on my Dell account. My credit card company put a stop on the order, but when I contacted Dell to see how this happened and to inquire why my credit card info was stored there, I got nowhere. Their customer support from India or Philippines is really annoying, after apologizing every 30 seconds,they transferred me ( twice) to the security department, where I was on hold for over 20 minutes twice in a row. I called them at 8:30 AM US time, and it looks like nobody is available to take the call. I am very dissatisfied with so called Dell cust support. Maybe Dell will learn it makes a lot more sense to have US people take care of US business."
"I have purchased many, many Dell machines over the last 10 years, but it had been a few years since I last purchased one. I am amazed how far Dell has fallen. Here are the highlights:
This is my experience with Dell Outlet. They state that these machines (desktops and laptops) are fully working and tested.
I placed two orders for multiple machines. In the first order one machine (out of two) was not properly working (out of the box) on the second order one machine (out of 3) stopped functioning correctly after less than a week.
Dell is apparently (based on my experience) sending machines that (I assume) they know to be faulty or at the very least they know they are not properly testing. Regardless of this, they require the customer to spend hours on the phone to *prove* the item does not work before taking it back without a whopping 15% restocking fee. That's right, 15%! It does not matter if the box is opened or returned sealed, they take 15% unless you spend hours on the phone with tech support.
Once you waste the required amount of time to prove the machine is obviously faulty, they offer to give you $25 off the price if you keep it and don't return it. Both times I declined. I believe that the ENTIRE purpose of this $25 offer is to simply have you keep the machine past the 21 day return policy... and by return policy, I mean they will take it back and charge you 15%... even if it was broken (unless you prove it by spending hours with tech support). The fee also applies even in the case where the unit is sealed/unopened.
On top of that, calls to get the 15% restocking fee refunded are met with a stone wall. You can ask for a supervisor, and you might get one... but even if you do, they will not (and I believe cannot) refund the 15% restocking fee. They simply do not have the power to do so. Any attempt to move up the management chain is met with a firm "No, that is not possible". That's right, no manager above the supervisor level will talk to customers and the supervisors have no power to refund the restocking fee. These geniuses don't even know that Dell policy states that the restocking fee is at Dell's discretion. So arguing your case is pointless.
Perhaps Dell Home has better customer service, but from the other reviews here at ResellerRatings, it does not look to be the case.
In summary, I strongly advise against purchasing from the Dell Outlet. The machines are not tested thoroughly (or at all) and then they require you to prove you got a lemon.
I suspect that Dell Home is just as bad, and I also recommend avoiding them as well.
I should mention that each of the machines I bought were listed as Scratch and Dent, but every single one of them had a big REFURBISHED sticker on them. So don't believe that those people who say "Scratch And Dent" are better than refurbished, since they are one in the same
Lastly, If you do buy a Dell Machine (not recommended!), you should avoid any use of using a Dell Preferred account. Although you can often get a couple of percent off the price, you have virtually no recourse in disputing the restocking fee. Sure you can file a claim, but who do you think Dell Financial Services is going to side with in the case? So if you have to buy Dell (and I don't recommend it) then pay 2% more and use a 3rd party credit card to pay for it. Many of them have cashback anyway that will net you a better discount and will give you the added benefit of some level of objective arbitration should you need to dispute a claim.
"
This review was modified by Tralornik on May 10 2012 08:53:38 AM
"I will never purchase from Dell again. I bought a monitor that stopped working conveniently soon after the warranty on it ran out. I called Tech Support to see about a replacement since it was a manufacturer problem and got no where. The service representative I spoke to was not interesting in fixing my problem but just advised me to purchase a new monitor. I said I would but that it certainly would not be from Dell."
"I purchased my first Dell Computer (Inspiron One 2305 Touch) in June 2011 and this will be the last Dell product I ever buy. Also, I purchased an Extended Warranty. We have learned that this computer has been discontinued. In the Fall of 2011, the computer started to go black at random intervals. I contacted Dell Customer Service on numerous occasions to go through remote diagnosis. After this failed, a tech was sent to our house to replace the motherboard. Within a few days, the computer was going to a black screen again. Thereafter, another technician was sent to replace the hard drive. Within a few days, the computer was again going to a black screen again. At this point I was frustrated and requested a new computer, but Customer Service said they could only send a refurbished computer. I have reviewed Dell’s Limited Hardware Policy and my Extended Warranty and they both state that Dell can send a new or refurbished computer within its discretion. However, we finally agreed to a refurbished computer. After we received the refurbished computer, we had licenses issues concerning Microsoft Office and MacAfee because of the numerous times we had to reinstall these programs. Within a week, the refurbished computer stopped working. We contacted Customer Service and demanded a new computer, but we were told we had to troubleshoot the computer. Why did we have to troubleshoot a computer that was allegedly sent in replacement of the previous defected computer? So we did a troubleshooting session over the phone and were told the computer was having memory problems. At this point I knew we would either get a new computer or a technician would come to the house. We were wrong! Customer service told us we had to unscrew the computer and go inside and repair it ourselves! To Be Continued . . . ."
"I bought a defective computer recently. Being that I buy so much from dell I didn't expect the hard time they gave me trying to return it. It took over 2 weeks for the refund to finally post. I hope this bad experience was an isolated incident!"
Difficulty of Purchasing ------------------ I tried to use my credit cards at Dell.com. A couple hours later, I receive an e-mail saying, "My order had been placed on hold because of my credit card". I call Dell and my credit card company numerous times and Dell's indian reps LIED to me and said they would claim the funds. In reality, they were attempting to charge my card dozens of times. I finally gave up after about 5 hours of hassle to buy one of their junk computers. It then took me 2 HOURS to cancel...
Customer Support was horrid --------------------------- As if speaking to non-American reps was bad enough, the reps had NO idea what they were talking about and it took me 20 minutes to figure out what each rep was saying. OUTSOURCING TO DEVELOPING COUNTRIES IS NOT WORTH IT, LET ME SPEAK TO SOMEONE WHO UNDERSTANDS MY **** LANGUAGE. I tried to be as polite as I could before I had to calm down because the rep I was talking to simply had no KNOWLEDGE OF COMPUTERS.
Bottom Line ----------- Dell and HP are the LEAST reliable when it comes to working computers, but at least Hewitt-Packard has AMERICAN customer support reps. DO NOT BUY FROM DELL!"
"HORRIBLE customer service dept. Cannot communicate properly. I was told in a previous phone conversation with Dell employee that they would send me a wireless card. Not only after 3 weeks did I not get a wireless card, Dell says they have no record of that conversation and no record someone told me they would send me a wireless card. Then they said they can't send the wireless card. This is after much time wasted being on hold with their stupid people and having my phone call transferred twice with a lot of waiting. Luckily, I was doing other things in the meantime, but what a horrible company. They are going down the drain with their inadequate C.S."
"NEVER spending one more dime with this company. My husband is active duty military currently stationed overseas. We were approved for credit through Dell financial and all was well for about 48 hours until Dell cancelled our order. Why? Because they were having issues verifying his identity. That's ok, I thoroughly understand wanting to verify identity to protect from identity theft, however, the ONLY way Dell will do this is through a phone call. Because of this policy ANY member of our military not stationed in the US will not be able to do anything through Dell. After being disconnected 4 times trying to get in touch with a supervisor I reached a man who said they had a separate verification process for the military and gave me a new phone number. That number does not connect to anything. Called back and asked about a different verification for the military and was told phone calls in the States only. After that call we have decided that if this is how they are going to treat us while trying to get our business we never want to find out how they treat people once they have a problem and shut it all down. High prices, no "service" in their customer service, and a lack of care for our military all add up to - We will NEVER buy from Dell again."
"I will never deal with Dell again. I spent $1500 on an XPS and a couple of hundred for AMERICAN customer support and service. When I call, I get India who tries to sell me additional customer support and service, cannot answer my questions, and refuses to connect me with America. Once you get your computer, you will never hear an American voice again. Corporate doesn't care once they have sold you the product."
"UPDATE: 3/29/2012: Dell sent my replacement computer overnight. It has the exact same problem. I'm back to numerous phone calls, hours of hold times, broken promises about call backs for resolution. I'm looking into filing a complaint with the attorney general for consumer fraud, and also filing a complaint with the Better Business Bureau. Research on google shows numerous similar complaints and contact info for taking the issue higher up than India.
UPDATE 3/20/12: Last week I was promised my tech would be at my house today to install more parts, and he would call me no later than noon. When I called Dell at 2 pm, I was so fed up, I refused to accept their placating, told them if they knew what the words "I understand" meant they'd stop saying it...I spent one hour on the phone being transferred from one "manager" to another, like on that Capital One commercial, Everyone tried to sell me an extended warranty, to which I gave witty rude replies. I finally told manager number 3 just forget it, I'll have my attorney call your legal dept, and my local news consumer fraud reporter will be by to interview Dell in the US regarding this rip off. I was offered a replacement computer. We shall see if it arrives.
My desktop has been turning itself off. I bought it 3/23/11, the warranty expires 3/23/12. For the past 3 weeks I have spent endless hours on the phone w/tech support - burning up tons of my cell phone minutes - and yes, many many transfers to people who barely speak English. Many promises made then they lie and say promises were not made. Two trips by techs to replace hard drive, mother board, power supply, and other stuff I can't pronounce. Was promised if 2nd trip/parts didn't fix problem they'd replace computer. Now lying, saying they never promised new computer, and I have to take off work for the 3rd time for a tech to bring more parts. In the meantime they call me every stinking day to pressure me to buy additional extended warranty, to which I reply "if you ever make good on the original warranty I'll think about it." Look up SCAM + FRUSTRATING in the dictionary and you'll see the Dell logo...and just writing this the computer crashed again!"
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posted May-10-2012 
This review was modified by 
posted Apr-27-2012 
![Share](javascript:share_rating({"review_body":"I have purchased many, many Dell machines over the last 10 years, but it had been a few years since I last purchased one. I am amazed how far Dell has fallen. Here are the highlights:<br><br>This is my experience with Dell Outlet. They state that these machines (desktops and laptops) are fully working and tested.<br><br>I placed two orders for multiple machines. In the first order one machine (out of two) was not properly working (out of the box) on the second order one machine (out of 3) stopped functioning correctly after less than a week.<br><br>Dell is apparently (based on my experience) sending machines that (I assume) they know to be faulty or at the very least they know they are not properly testing. Regardless of this, they require the customer to spend hours on the phone to *prove* the item does not work before taking it back without a whopping 15% restocking fee. That\u0027s right, 15%! It does not matter if the box is opened or returned sealed, they take 15% unless you spend hours on the phone with tech support. <br><br>Once you waste the required amount of time to prove the machine is obviously faulty, they offer to give you $25 off the price if you keep it and don\u0027t return it. Both times I declined. I believe that the ENTIRE purpose of this $25 offer is to simply have you keep the machine past the 21 day return policy... and by return policy, I mean they will take it back and charge you 15%... even if it was broken (unless you prove it by spending hours with tech support). The fee also applies even in the case where the unit is sealed\/unopened.<br><br>On top of that, calls to get the 15% restocking fee refunded are met with a stone wall. You can ask for a supervisor, and you might get one... but even if you do, they will not (and I believe cannot) refund the 15% restocking fee. They simply do not have the power to do so. Any attempt to move up the management chain is met with a firm \u0022No, that is not possible\u0022. That\u0027s right, no manager above the supervisor level will talk to customers and the supervisors have no power to refund the restocking fee. These geniuses don\u0027t even know that Dell policy states that the restocking fee is at Dell\u0027s discretion. So arguing your case is pointless.<br><br>Perhaps Dell Home has better customer service, but from the other reviews here at ResellerRatings, it does not look to be the case.<br><br>In summary, I strongly advise against purchasing from the Dell Outlet. The machines are not tested thoroughly (or at all) and then they require you to prove you got a lemon. <br><br>I suspect that Dell Home is just as bad, and I also recommend avoiding them as well.<br><br>I should mention that each of the machines I bought were listed as Scratch and Dent, but every single one of them had a big REFURBISHED sticker on them. So don\u0027t believe that those people who say \u0022Scratch And Dent\u0022 are better than refurbished, since they are one in the same<br><br>Lastly, If you do buy a Dell Machine (not recommended!), you should avoid any use of using a Dell Preferred account. Although you can often get a couple of percent off the price, you have virtually no recourse in disputing the restocking fee. Sure you can file a claim, but who do you think Dell Financial Services is going to side with in the case? So if you have to buy Dell (and I don\u0027t recommend it) then pay 2% more and use a 3rd party credit card to pay for it. Many of them have cashback anyway that will net you a better discount and will give you the added benefit of some level of objective arbitration should you need to dispute a claim.<br><br><br>","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/1528216#comment1528216","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"Tralornik","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I will never purchase from Dell again. I bought a monitor that stopped working conveniently soon after the warranty on it ran out. I called Tech Support to see about a replacement since it was a manufacturer problem and got no where. The service representative I spoke to was not interesting in fixing my problem but just advised me to purchase a new monitor. I said I would but that it certainly would not be from Dell.","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/1492303#comment1492303","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"pammyla101","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I purchased my first Dell Computer (Inspiron One 2305 Touch) in June 2011 and this will be the last Dell product I ever buy. Also, I purchased an Extended Warranty. We have learned that this computer has been discontinued. In the Fall of 2011, the computer started to go black at random intervals. I contacted Dell Customer Service on numerous occasions to go through remote diagnosis. After this failed, a tech was sent to our house to replace the motherboard. Within a few days, the computer was going to a black screen again. Thereafter, another technician was sent to replace the hard drive. Within a few days, the computer was again going to a black screen again. At this point I was frustrated and requested a new computer, but Customer Service said they could only send a refurbished computer. I have reviewed Dell\u2019s Limited Hardware Policy and my Extended Warranty and they both state that Dell can send a new or refurbished computer within its discretion. However, we finally agreed to a refurbished computer.<br>After we received the refurbished computer, we had licenses issues concerning Microsoft Office and MacAfee because of the numerous times we had to reinstall these programs. Within a week, the refurbished computer stopped working. We contacted Customer Service and demanded a new computer, but we were told we had to troubleshoot the computer. Why did we have to troubleshoot a computer that was allegedly sent in replacement of the previous defected computer? So we did a troubleshooting session over the phone and were told the computer was having memory problems. At this point I knew we would either get a new computer or a technician would come to the house. We were wrong! Customer service told us we had to unscrew the computer and go inside and repair it ourselves! To Be Continued . . . .","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/1489021#comment1489021","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"damarrb","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I bought a defective computer recently. Being that I buy so much from dell I didn\u0027t expect the hard time they gave me trying to return it. It took over 2 weeks for the refund to finally post. I hope this bad experience was an isolated incident!","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/1455639#comment1455639","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"DAVIDKRAKO","rating":"2"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I wish I could give Dell.com less than 1 star.<br><br>Difficulty of Purchasing<br>------------------<br>I tried to use my credit cards at Dell.com. A couple hours later, I receive an e-mail saying, \u0022My order had been placed on hold because of my credit card\u0022. I call Dell and my credit card company numerous times and Dell\u0027s indian reps LIED to me and said they would claim the funds. In reality, they were attempting to charge my card dozens of times. I finally gave up after about 5 hours of hassle to buy one of their junk computers. It then took me 2 HOURS to cancel...<br><br>Customer Support was horrid<br>---------------------------<br>As if speaking to non-American reps was bad enough, the reps had NO idea what they were talking about and it took me 20 minutes to figure out what each rep was saying. OUTSOURCING TO DEVELOPING COUNTRIES IS NOT WORTH IT, LET ME SPEAK TO SOMEONE WHO UNDERSTANDS MY **** LANGUAGE. I tried to be as polite as I could before I had to calm down because the rep I was talking to simply had no KNOWLEDGE OF COMPUTERS. <br><br>Bottom Line<br>-----------<br>Dell and HP are the LEAST reliable when it comes to working computers, but at least Hewitt-Packard has AMERICAN customer support reps. DO NOT BUY FROM DELL!","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/1454747#comment1454747","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"Dellisgarbage","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"HORRIBLE customer service dept. Cannot communicate properly. I was told in a previous phone conversation with Dell employee that they would send me a wireless card. Not only after 3 weeks did I not get a wireless card, Dell says they have no record of that conversation and no record someone told me they would send me a wireless card. Then they said they can\u0027t send the wireless card. This is after much time wasted being on hold with their stupid people and having my phone call transferred twice with a lot of waiting. Luckily, I was doing other things in the meantime, but what a horrible company. They are going down the drain with their inadequate C.S.","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/1449157#comment1449157","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"scalamari","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"NEVER spending one more dime with this company. My husband is active duty military currently stationed overseas. We were approved for credit through Dell financial and all was well for about 48 hours until Dell cancelled our order. Why? Because they were having issues verifying his identity. That\u0027s ok, I thoroughly understand wanting to verify identity to protect from identity theft, however, the ONLY way Dell will do this is through a phone call. Because of this policy ANY member of our military not stationed in the US will not be able to do anything through Dell. After being disconnected 4 times trying to get in touch with a supervisor I reached a man who said they had a separate verification process for the military and gave me a new phone number. That number does not connect to anything. Called back and asked about a different verification for the military and was told phone calls in the States only. After that call we have decided that if this is how they are going to treat us while trying to get our business we never want to find out how they treat people once they have a problem and shut it all down. High prices, no \u0022service\u0022 in their customer service, and a lack of care for our military all add up to - We will NEVER buy from Dell again.","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/1420507#comment1420507","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"jesscast","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I will never deal with Dell again. I spent $1500 on an XPS and a couple of hundred for AMERICAN customer support and service. When I call, I get India who tries to sell me additional customer support and service, cannot answer my questions, and refuses to connect me with America. Once you get your computer, you will never hear an American voice again. Corporate doesn\u0027t care once they have sold you the product.","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/1398429#comment1398429","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"SirEdward7","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"UPDATE: 3\/29\/2012: Dell sent my replacement computer overnight. It has the exact same problem. I\u0027m back to numerous phone calls, hours of hold times, broken promises about call backs for resolution. I\u0027m looking into filing a complaint with the attorney general for consumer fraud, and also filing a complaint with the Better Business Bureau. Research on google shows numerous similar complaints and contact info for taking the issue higher up than India. <br><br>UPDATE 3\/20\/12: Last week I was promised my tech would be at my house today to install more parts, and he would call me no later than noon. When I called Dell at 2 pm, I was so fed up, I refused to accept their placating, told them if they knew what the words \u0022I understand\u0022 meant they\u0027d stop saying it...I spent one hour on the phone being transferred from one \u0022manager\u0022 to another, like on that Capital One commercial, Everyone tried to sell me an extended warranty, to which I gave witty rude replies. I finally told manager number 3 just forget it, I\u0027ll have my attorney call your legal dept, and my local news consumer fraud reporter will be by to interview Dell in the US regarding this rip off. I was offered a replacement computer. We shall see if it arrives.<br><br>My desktop has been turning itself off. I bought it 3\/23\/11, the warranty expires 3\/23\/12. For the past 3 weeks I have spent endless hours on the phone w\/tech support - burning up tons of my cell phone minutes - and yes, many many transfers to people who barely speak English. Many promises made then they lie and say promises were not made. Two trips by techs to replace hard drive, mother board, power supply, and other stuff I can\u0027t pronounce. Was promised if 2nd trip\/parts didn\u0027t fix problem they\u0027d replace computer. Now lying, saying they never promised new computer, and I have to take off work for the 3rd time for a tech to bring more parts. In the meantime they call me every stinking day to pressure me to buy additional extended warranty, to which I reply \u0022if you ever make good on the original warranty I\u0027ll think about it.\u0022 Look up SCAM + FRUSTRATING in the dictionary and you\u0027ll see the Dell logo...and just writing this the computer crashed again!","link":"http:\/\/www.resellerratings.com\/store\/Dell\/comment\/1353519#comment1353519","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Dell.jpg","store_name":"Dell","username":"buyerbeware53","rating":"1"}, "single");){kind=link}
"Somebody placed an order from Dell.com for a 14z laptop, and used my credit card info that was stored on my Dell account. My credit card company put a stop on the order, but when I contacted Dell to see how this happened and to inquire why my credit card info was stored there, I got nowhere. Their customer support from India or Philippines is really annoying, after apologizing every 30 seconds,they transferred me ( twice) to the security department, where I was on hold for over 20 minutes twice in a row. I called them at 8:30 AM US time, and it looks like nobody is available to take the call. I am very dissatisfied with so called Dell cust support. Maybe Dell will learn it makes a lot more sense to have US people take care of US business."