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"Purchased an Ultrasharp monitor on 11/18 with a 2-day shipping but on 11/25 the website still showed the order status of "in production." Decided to call to cancel the order and purchase a monitor elsewhere. Told by the Dell agent that cancellation is not possible because the monitor's being *shipped* to the carrier. I was instructed to wait for the monitor to arrive and call them back to initiate a return. Also was told the information on their website is not up to date. Two days later website still showed the status of "in production." Decided to call again asking for a tracking number. Was told again it's still on its way to the carrier so they can't provide me with a tracking number. Fast forward to 12/2. Website still shows the same "in production" status. Decided to call again because I like punishment. Told again by an agent that it's still en route to the carrier. *Bullshit. Asked for the manager and he informed me the package is most likely lost in Dell's great sea of incompetenc...I meant er...carrier. However he will fill out a *form*...woooo! a form...to initiate the refund process...oh joy, awesome finally someone who can make a refund happen, WOOT! I however, have to wait up to 30 days for the refund to come crawling my way. Oh well, one can't have his cake and eat it too right? Next day, which was 12/3, which was also the day after the awesome *form* filling; I checked Dell's website and lo and behold my monitor has been shipped with the shipped date of 12/3. WTF Dell? WTF?"
"I came to this website to specifically talk about DELL. To my delight, I see that everyone else is also complaining. WORST COMPANY IN THE WORLD. Worst customer service. Offer no help, they transfer you to 5 different people that solve nothing and only irritate you more with their attitudes. Their comps and laptops are the worst quality in America. After 6 months, my laptop crashes and they refuse to fix it. Never again will I ever purchase anything affiliated with DELL."
"THE WORST CUSTOMER SERVICE IN THE WORLD!!!....I have been transferred and shuffled around so many times in the last two weeks and over 3 hours on the phone to get my warranty honored.....they avoid the situation and don't want to stand by what you purchased, (my case is $20 wifi card)....I am reporting them for fraud and scamming and stealing.....Dell sucks and I will NEVER buy another product of dell again!!!"
"I've been a customer of Dell for 15 or more years, but no longer. This has been the worst buying experience I ever had during my 25+ years in computers. I had a working Dell XPS8100 that was getting old, so I ordered this Dell XPS8500 to replace it, but the dell I got had 2 problems. I fixed the first problem, but the dell would still just lockup HARD and I would have to crashed off to get it running again; for no reason, whenever it felt like it. It would lockup most the time after a few hours, but sometimes after 5 Min's and a couple times it run for a day and half before it locked up. I worked hard at trying to fix this problem and gave up when I figured out it was major problem with the Dell itself. Newegg exchanged it and the 2nd one had the same lockup problem as the 1st one, i.e. in a few hours it would lockup, sometimes a few Min's (one time it locked 6 times in one hour), another time it went over 2 days before lock. I knew it was not my setup causing the problem, because the 1st Dell 8500 was setup with the same equipment/software that was on my working Dell 8100 and on the 2nd Dell 8500 I only connected a known working monitor, keyboard, mouse and internet connection, nothing else and I added no additional software and it locked same as the 1st one. Before I bought this Dell I went to 4 different Internet Sellers and read the reviews and they were good overall, so I was wondering why this problem was just happening to me. I looked around the web to see if there were others with this problem and I found some. The biggest enlightenment was on Dell's own forum when I found that Dell has known about this problem since the Dell XPS8300 and has ignored it (there are even people on the forum with refurbished Dell's with this problem). I even read where Dell replaced all the components in a guy's 8300 and still had to give the guy a new computer to fix the problem. My guess is if Dell accepted that they had this problem then they would have to do a recall which would cost lots, so they are keeping this problem under wraps to save money. FYI: all the Dell forums are monitored by a Dell employee, and the Dell employee for this forum has been sending the info on this problem up the line at Dell for a over a year with nothing being done and that tells you something!!! Newegg went beyond the call of duty and made my purchase good. I have another brand of computer from Newegg and its been working great for the past couple of weeks, so 5 stars Newegg and 0 stars DELL (pronounced D-Hell, I know I been there). Bottom line is: its a borderline design flaw and not all Dells have this problem, but some do, so its a cra* shoot when you buy one (Newegg and I was just unlucky enough for me to get 2 in a row), so good luck if you buy one, you'll need it! I feel for the poor guy that has one of the Dell XPS8300/8500 with this lockup problem and keeps thinking that they are doing something wrong. They keep fighting this problem not realizing that their Dell along with many others have an inherent lockup problem. "
"Got an XPS M1330 almost 4 years ago, loved that computer so much. Treated it like a baby, never dropped it, took care of its battery, always made sure it was kept cool. That said it broke CONSTANTLY. A month after I got the computer, the harddrive died and needed to be replaced. Then there was a... I don't know, Pink screen error? Screen was pink when I turned it on and never changed so I sent that in to be fixed. Then the computer wouldn't turn on a few months later. Sent it in and they claimed it was a motherboard issue and charged $500 to "fix" the motherboard. That's alright though, right? It was "fixed" after all. Turns out it wasn't, the motherboard could no longer charge the battery and needed to be plugged in at all times to keep the computer on. When I contacted customer service they claimed they couldn't do anything about it and that they would need to charge another $500 to replace the motherboard. Again. I decided at this point i didn't care, it wasn't worth fixing and as long as I kept the cord in, it was fine. Well the power cord had been loose since I received the laptop, so it fell out several times during the day and I would always have to start the laptop back up and hope nothing was lost. A few weeks ago my laptop finally just turned off. I haven't been able to turn it back on since then and am now looking for a better quality computer. I will never buy a Dell again and am having fun laughing at my brother who is having all the same issues I had with his computer/"
"To whom it may concern: My family and I have been dedicated Dell customers since the first Desktop we purchased in 2000. Unfortunately, we will not be purchasing another Dell product ever again like many former Dell customers. If we had seen the long list of Dell complaints on BBB or even the many sites that have long lists of angry customers than we would never have purchased a Dell product. The past few months I have experienced the horrors of what it means to be Dell customer. It is clear that the only decent customer service you will ever receive from Dell is from their sales department. Once you purchase that Dell product you are in for hours of troubleshooting, being on hold for God only knows how long, transfered back and forth, yelled at for no reason, and in the end with a broken product and nothing accomplished through the warranty or services provided. I made the mistake of purchasing an Alienware laptop that is now under repairs for the 3rd time and hopefully the last time I will need to... My first repair was on-site for an issue regarding keys slipping off the keyboard. The simple repair caused my computer to begin blue-screening and moving at an extremely slow rate. Little did I know the horrors that awaited...Despite the extremely slow load time and constant blue-screening, the technical support representative I spoke with made me go through troubleshooting. He first had me try to connect with his system, which was took such a long time that he began to get frustrated and when it disconnected (from the blue-screening) he yelled at me "why did you disconnect?!" I was so shocked and decided to speak with another technician. We troubleshooted again and tried connecting our systems for better analysis, which took several hours and the lady decided it would be best to send it in to Dell's repair center. She stated that everything would be checked and fixed by the experts at the repair center. I sent my laptop as instructed and had it sent back to me a little too fast. When I opened the box I immediately noticed that the laptop had a film of dirt and oily fingerprints on the top and the cord had a grainy feel to it. After a few minutes of starting up my computer and trying to open up the internet the computer blue-screens. I look at the paperwork that was sent back and it states "the system was diagnosed and extensively tested by certified technicians to ensure the problem you experienced was corrected" and a check in the "others" box for thing repaired. There was no description about what "others" meant on the space given. At this point, I am completely uncomfortable with the system I paid for because it's been handled so unprofessionally and is malfunctioning. The next level of Dell's horror was having to escalate the issue. If you try calling Dell and ask for the escalation department contact or contact information they will hang up on you. I was hung up twice and once put on a line that had two lines running together with no one picking up on the other end. Despite calling from the same spot I always call Dell in, my home, for some reason the "line is breaking!" I had to explain the whole ordeal to each person I spoke to or was transferred to and none had any resolution. I was transferred and put on hold for majority of the 6+ hours I tried getting a hold of a supervisor or someone who could help. One supervisor refused to speak with me and tried making me go through troubleshooting again, but when I refused he finally got on the line and gave me the worst attitude. He clearly wanted his subordinate to do all the work and made me feel like I was disrupting him from his peace. At one point, he pauses and says "so what is the issue?" right after I had explained the whole situation! I asked to speak with another supervisor and he immediately (a little too fast) said they were all busy. I decided I would not further the conversation with him and decided to research online if I could speak with an escalated department or even a represenatitive in Texas. A sales representative at Texas escalates my issue to the customer service executive in India. He gives me a call and despite explaining the whole situation he states " I cannot do anything because it is past the 21 days." I've grown up understanding that "if you break you buy!" Dell caused serious issues with my computer and now I cannot use my $2700 laptop. They did not fix it when I had given them the opportunity and now they will not even let me replace it. The only option he gave me was to have it possibly repaired by the same repairman who caused the problem or send it in after troubleshooting again! I told him that I would give him a call after I decide what to do because I was considering making a complaint with BBB. Every other day he would give me a call even though I had said I would give him a call! Once he had woken me up at 8am and also had another employee call me soon after to force me into having a repair instead of a replacement! I have never felt so disgusted in my life. The moments when I needed space from Dell's torture technic they would wake me. After about the sixth attempt he stopped calling and despite the BBB contacting he showed no care for me or the company. Recently, I gave the customer support executive a call and asked him if I could get my warrenty extended because i don't feel confident with my laptop anymore. He scoffs and says that he doesnt have to give me anything and maybe he could give me three months or less, but that's all up to him, which clearly he was not willing to do. I have been so sick of dealing with his power trip and corrupted business tactics that I called the technical department and sent for repairs under my warrenty. There was no choice. Nothing. Just an outsourced executive who is willing to do what he feels like doing. I have never been so frustrated and disgusted! Michael Dell, you need to really reconsider your customer service and business ethics. This is absolutely unprofessional. The worst customer service. If he values his customers and wants to keep them than some retraining and different business tactics need to be enforced. Dell is only going to lose more and more customers. At this point, I want a refund and I don't ever want to deal with Dell again. I will never recommend Dell to anyone because of this whole situation. You have not only lost me as a customer, but everyone that is behind me. From, Jessica S. Alienware M15x"
"I have been using Dell computers for close to 20 years and I am done with them. I bought 2 insperon 15R laptops for my daughters. One works fine the other has broken 4 times and been sent in. It clearly is a lemon. My warranty runs out in 1 month and I am sending the computer in for repair today. I have spent hours on the phone with them. They refuse to replace the computer or even extend the warranty for free. They are happy to sell me more warranty. My other laptop was worked on them once and the changed a bunch of setting with there virtual repair and ruined it. I had to do a PC restore to fix there mess up which took hours to relaod all my software and back every thing up. There customer service is the worst i have ever seen and there customer support is horrible"
"I have buying Dell computers since 2002. My last purchase of their top of the line desktop computer was September 2012. Their customer service is horrific. Every time I call for any issue with the computer technicians hound you to buy extended warranty. I recently had a minor problem in which I personally fixed and they wanted me to purchase a $139 software contract. Their technicians are hard to understand because of language barrier. This is the worst company to deal with. Save yourself the aggravation and don't purchase a computer from this company."
"I bought an XPS 14 from Dell a few weeks ago. The laptop for some reason turns off whenever i try to pick it up. Over the past couple weeks I have dealt with the worst costumer service system I have ever encountered while trying to get this problem fixed. They accidentally deleted my Lojack while troubleshooting my computer, they have kept me on hold for hours, they sent me a technician who wasn't certified to work on my computer, who had the wrong tools, and told me he would come back and never did. They connect me to the wrong departments over the phone all the time, they rescheduled my technician appointment for an address 50 miles away from me (wtf?) and they said they will reschedule it again at my correct address and call me back, which they still haven't done. Long story short, I like the product I bought (minus the little hardware problem that should be easy to fix) but HATE the customer service because they can't seem to get anything right."
"My husband had purchased extended warranty for my main laptop in June of 2012 and I have just found out that the extended warranty was cancelled. Neither one of us cancelled the warranty. The reasons stated for cancellation were only stated because of technical issues, nothing more.. They even said we received a credit for it and that we were not charged for the extended warranty.. We have the bill per email stating the charge.. and no email for the credit? I am HIGHLY disappointed with this company. We have had constant problems in the past with customer service, and I am at my wits end and will never purchase anything else through Dell. So if you purchased a warranty, go onto your account and make sure you have it active! This was uncalled for... I asked for an email stating that we did not make the cancellation and they would not even agree to do that.. Someone needs to do a story with media to make this company fix their issues in customer service. If they can't do better they need to get out of the business! "
"Do not buy from this company! I had been buying from Dell the past ten years and generally had a good experience but this last one was the worst customer service I have ever experienced. My mother purchased a laptop for me for my birthday. She did not open or check the laptop when she received it, which I guess was our first mistake but who thinks that a product they just purchased would arrive BROKEN?! When I finally did receive the laptop, it was having massive video card errors. I called Dell and spent two hours on the phone with a tech while he tried to fix it. It never happened and so I asked for a replacement. They refused to give me a replacement because we were outside of the 21 day replacement policy or whatever. They finally sent this tech over to my place. He replaced the video card and the MOTHER BOARD on the laptop. Remember this is a BRAND NEW LAPTOP and they had to replace the mother board of all things. So after the tech leaves, the laptop seems to be working fine but I didn't get much time on it cause I had to go to work. When I get back home, while browsing the internet it refuses to load youtube videos or hotmail. I call tech support again and after an hour and an half he downloads firefox and google chrome which seem to be working. The next night (after a ten hour shift at work) I discover that firefox is not loading anything and it will not allow me to download the plugin so it will work.I call tech support again and the guy tells me at this point I will either be refunded or the computer will be replaced. But lo and behold the next day another tech tells me they won't refund it cause I'm outside of the 30 day policy. After pitching a fit for 45 minutes with these people they finally sound like they are going to give me a refund.End story, DO NOT BUY FROM THIS COMPANY. God forbid anything be wrong with the computer you purchased, they will make you go through so many hoops to get it fixed. It's a shame that the company has turned into such a sh*t hole these last few years."
"I wish I would have found this site BEFORE purchasing two computers.The service is simply HORRIBLE. If you can speak indian buy from them, but even then you will get NOTHING resolved.How can dell even be in business?"
"The WORST company BY FAR I have ever dealt with! Inferior high end desktop had less than 40 hours of use & of course it was just out of warranty. LCD screen failed, and even though I had an extended warranty, I was told it wasn't covered & a new screen would cost nearly $400.00 for them to replace....what junk!!!!"
"The only thing worse than DELL computers is the service they don't provide after the sale. My three-month-old XPS stopped working after three months. Instead of honoring their warranty, they made me buy a service contract in order to get the computer working again. Unless you enjoy getting ripped off, I would avoid DELL."
"After a horrific experience in the late 90's with Dell, I noticed they had been sued over their customer service and it seemed they had gotten it together. I bought a new high end desktop and had my sister do the same. Fast forward, my sister called my actually crying from the abuse she received from Dell. I had experienced the same thing in the past so I know it's real. They don't just have horrific customer service, it's actually abuse. They really are traumatizing. Stay Away!"
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