Dell Inc

Terrible. The written installation instructions provided with the computer were in French, which I don't speak. Even though I purchased premier technical support services, it took me an hour and talking to 14 different people before I was connected to someone who could both speak understandable English and had the ability to set up my computer. Nevertheless, I was provided with false and misleading information about my computer/printer and services, which I did not find out about until a later date. Overall, it was a very unpleasant experience.

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I loved Dell. recently when I lost my job I bought a brand new computer a 17 inch laptop with all the bells and whistles and everything else it seems to be a lemon. And like I said I'm a Dell snob I like Dell products, and I've never had any problems like this. My biggest issue with Dell is they out source to India, I have nothing to do with the people themselves, it's the problem with me being able to understand them and by law when you ask them to transfer you to somebody in the United States through your own difficulty they're refusing to do it. And so I tried other avenues to try to get somebody else by calling maybe the sales department like I'm gonna buy something cause normally you get somebody from the United States when your gonna buy something but that too failed. even when I purposefully asked them please it has nothing to do with the people, they are very nice, they try real hard but I cannot understand them and that's the biggest problem and I blame it fully on me I can't understand them. I have had 7 encounters on this laptop and they have never once transferred me to, they'll transfer me to their manager or somebody else in their department but they will not transfer me to somebody in the United States.

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I chose them over other computer companies because I have had fairly good luck with Dell computers in the past. Their customer service is pretty good. I am not totally happy with the customer service, but the technical service is good. I just bought a new desktop computer about two months ago. So, I do not have to pay right now for technical service because it was included in my package.

I liked everything. I've been using Dell computers for 15 years. I use them at work as well. I will continue to use them.

Worst experience ever. Laptop never worked properly from day one. We have spent well over 20+ hours on many occasions with technical support trying to resolve the issues. Each time the support staff basically did the same thing every time which never resolved any of the many issues. It's difficult understanding the support team because all calls are directed to India. I tried a google search for a number in the United States & the number given was once again directed to India. We have done everything Dell support has asked of us including replacing our router twice, downloading everything from laptop to a flash drive and allowing Dell support to remove everything and reinstall. Dell also sent out a technician on two occasions to replace the hard drive. None of their actions resolved our problems. We have explained to them it is not a hard drive problem it's a software issue but they insist it is not. We are not asking to be reimbursed we just want them to replace it with a working laptop. I finally decided to write to the CEO of Dell, Michael Dell in Round Rock Texas. That was over 2 weeks ago and we have still not been contacted by anyone. So we basically have a new laptop that is useless! We now have to purchase another laptop which we cannot afford because we are saving for our terminally ill daughter's wedding in May. We have previously owned 2 laptops & a desktop computer from Dell & never had any problems. We have been customers since 2003 but will never buy from Dell again! I am extremely disappointed with Dell & cannot believe they consider themselves a U.S. company because every number given online goes directly to India. Save your money for a more reputable company!

Sales team probably was in India or similar location.  This was a phone order and attempts to resolve the problem were via phone.
I placed a phone order to Dell for a Dell laser printer and was offered an extended warranty so I would have a full five (years) of coverage for $50. I repeatedly got verbal confirmation of the length and cost of the warranty extension from the salesman.  When the email confirmation of purchase arrived, the extended warranty was for only 2 yrs. (total 3 yrs.)  In further contact with the salesman, he acknowledged he had promised full coverage for 5 yrs. for 50 dollars.  Dell refused to honor the salesmans' promise, and would not refund the 50 dollars.  At one point a Dell employee offered me a $35. "coupon " good for a future purchase. Unless I wanted to swallow my pride, my only recourse was to return the printer for a full refund.  This is a strange business model in my opinion.
I usually do not buy extended warranties since Consumer Report advises one not to do so, but full five (5) years for 50 bucks was too good to be true - and so it was.

To be fair, most of the problem lies with Microsoft.  Why I blame Dell is because they knew, according to their repair technicians, that Windows 8.0 had a fatal flaw in Windows Update and yet they have still taken a month worth of phone calls to decide to send me an 8.1 disc.  I understand having to jump through hoops; I do not understand scheduling call-backs and then not following through, telling me they've sent a disc that I never receive, trying to sign into Dell technical chat only to be told it's closed when the operating hours clearly show they should be open.  Each phone call to Dell technical support has taken approximately 2 hours and up to 3 hours.  I am never buying another Dell product because of this experience.

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An ongoing tech support problem since Dec. 2013
with a Dell XPS 9100 desktop computer numerous diagnostics &  checked for virus'.
  
After tech support had me reload OS they had
ordered replacement of the motherboard fans coprocessor & video card. The
technician ran diagnostics booted to a black screen told me to call tech
support to reload OS again & left. After the OS reload the problem still
persisted.
A second motherboard & fans were replaced
this time the technician ran diagnostics & booted OK. The problem still
persisted.
   
Tech support wanted to replace more hardware. At
this time I have wasted to much time & asked for the computer to be
replaced (as I feel 75 % of the Hardware had already  been replaced) I met with stone walls asked
for a name & phone # to call I was told there was nobody to call.
Made a complaint to the BBB ID REF # above. A
Vijay Kant R from Dell Executive
Customer Support  called
basically said I don't have a problem today & he cannot do anything. I
asked about all the problems I have had he said that it was in the past. I said
it goes for a couple of days maybe a week & it happens what about that? He
stated he can't act on a problem that might happen, but to call him when it
does I asked how he intended to find the problem when it happens, you can't
logon to my computer because it in a black screen mode I cannot get on to the
computer??? No real answer provided! He cannot replace the computer!! So I get
the problem I reboot the computer to get it working again I call  him but the computer is now working again he
will not do anything???? (CATCH 22)
   
 Here
is the best part of the conversation; he stated that the DELL REP SOLD ME A 5th
YEAR OF MAINTENANCE TECH SUPPORT & SHOULD  BE ONLY 4 YEARS (IT WAS A DELL MISTAKE) HE IS CANNCELLING MY MAINTENACE AGREEMENT
(WILL REFUND MY MONEY). NOW I HAVE NO TECH SUPPORT (CONVEINIENT) NOW DELL DOES
NOT HAVE TO FIX/REPLACE THE COMPUTER. (NICE WAY TO RUN A BUSINESS) (PUNISHMENT
FOR BBB COMPLAINT???)
Now, according to your Mr. Kant my warranty service
expired in 2013, but the invoice I received for extended coverage went to AUG
2015 (a copy will be furnished upon request). 
He cancelled that & refunded my money. CALLED IT A DELL MISTAKE!
(#1).
If you do the math & subtract 12 months from
August 2015 you get Aug 2014!!  No, the
warranty He insisted expired in 2013! When I questioned him as to why 2
motherboards, 2 sets of fans 1 coprocessor, 1 video card & 2 in-home
service calls were made in 2014 (on an out of warranty computer)????  His answer was ?A DELL MISTAKE? (#2). That
the service techs don?t check to see if a warranty is in place. That?s B.S.
every time I called the service tech asked for either the express tag # or the
service tag # before continuing (NOTICE A TREND HERE??) If he cannot answer a
question or doesn?t have a good reason for something it?s ?A DELL
MISTAKE?.  We, the consumers pay for ?DELL
MISTAKES?. & HE LIES!!!
Lets do some math lets say my service calls &
parts cost a total of $1,500.00. Lets say, ?conservatively?, there are
3,000 customers with the same or similar MISTAKES, that?s a total of $4,500,000
wasted.  (HOW CAN I GET A PIECE OF THAT
WASTE????)
He put a spin on the situation and blew smoke at the
BBB & they bought it. They did not look to closely at the situation &
certainly did not do any math.
At that rate, Dell Inc. will be going the way of the
Doo Doo bird & the Chevy Blazer (seen a 2014 Chevy Blazer or a Doo Doo bird
lately???  And you can say goodbye to
your $15 billion + worth.
AND OH YES! THE PROBLEMS MUST BE REALLY QUITE NUMEROUS
TO HAVE AN ?EXECUTIVE CUSTOMER SUPPORT TEAM? IN ADDITION TO
REGULAR SUPPORT TEAMS TO HANDLE THEM! 
Question! does your Mr. Kant think all DELL customers
are stupid OR IS IT JUST ME?????????

They have been excellent, really. The professionalism, they do call backs to make sure everything is working. I recently bought a brand new computer and a brand new monitor from them. I got top of the line.

We ordered it from a professional sales representative, Anthony Jordan.  We called him five minutes after our original conversation when we received the paperwork online.  There were some mistakes but he told us he would correct them right away.  We could never get ahold of him again.  We left him several messages to call us.  We sent him letters. He didn't correct his mistakes. It caused us so many problems and headaches.  It took longer than he said it would to arrive.  He told us that everything would come as a package deal.  When it was delivered, speakers were not included.  We had to turn around and pay extra for the speakers, extra shipping, everything.  They kept giving us the runaround.  I talked to people all over the world trying to get the issue resolved. We love our computer but the customer service is the worst that I have EVER observed and for that reason, we will NEVER buy another Dell.

They were polite, verbally affluent and appeared to be doing the best they could do to help.  However, they were unsuccessful in getting my computer to function again.

The first issue revolved around problems that I was experiencing connecting to the Internet.  They ran EXTENSIVE tests and found nothing wrong....but offered to have a technician come to my home for free and replace the network card just in case there was some unknown issue with it.  They did this, but eventually it was obvious that the problem was with the Wi-Fi device I use from US Cellular. (See my review regarding their pathetic customer service.............).
Dell called me every 2-3 days for over a month to see if the issue had been resolved.  They call at a time convenient for YOU and are prompt and helpful.  After a month, US Cellular still hasn't reported to me what the issue is.
I then had another issue with poor performance, and once again I got a tech immediately upon calling who worked through trying to identify the problem.  This time the issue was resolved.  They still called me back the next day to make sure it hadn't reverted to its original problems.
They are professional, kind, patient, prompt, and easy to get in touch with.  I was so pleased with their customer service that I extended my warranty at a cost to me.  I normally don't bother with any type of service contract, but their service has been so stellar that I am happy to pay them to be on call for any issue my computer may have. (I use my computer a lot!)
I just cannot say enough good things about their customer service.  I am happy to recommend them to others.

Called up and was transferred a couple of times to get to the right department to get access to be able to download correct updates for computer.

Bad. First guy. He was new- no training, came by late as I called him, and he was going to cop out with no show for 2nd time, but could see wheels spinning...do I really want to toss this job... Anyway, he had been drinking (not a problem for me, just his ineptness and tear it up attitude were uninhibited).  I had to basically beg him and stop him to get him to stop and look at the schematics I pulled up from computer to show how to take out a part. He tore it up anyway, and after fixing problem, had dell send part he tore up for me to put in.
When It came, I saw he had damaged something else, which it would taken me hours or more to repair, and  after thinking about it, called, and about a week later, (after sending in photos of damage to dell) got a real expert out. Took PC apart like pro, professional, sympathetic to my problem, and gave his opinion of dell which was that you might pay some more for  PC than other companies, but service was worth it. ( I almost always get 3 yrs for laptop and least time for desktop, 1 year) Been using for 20+ years, and even when I swear about them, I end up going back for next laptop, normally thru 1 per  2 years. This is my relaxation time. For desktop  PC, forget it, easy to do yourself, and can either make or have custom made with more easily upgradeable stuff that will not tax the rest of system to break. But there is still the price, which for neophyte, is good and warranty is good. Believe they have stopped using  cheap tech support  from 3rd world countries. If you call and get someone who clearly knows less than you, or a beaurocratic  a**, usually best to drop connection and redial. Main reason I first got speakerphone.
Warrenty work may be a pain, but Dell is the only  one who I have found that stands behind products. This is worst story, and I have used them a lot for this stuff.

They have terrible customer service.  You can't understand the representatives.  At one point I had to send my new printer to be serviced and they sent me back a refurbished one.  If you are any bit out of your warranty, they refuse to help you.  When you have a warranty, they take care of you and the product.

It's fine. I don't use it for anything fancy so I'm very happy with it. I don't feel anything needs to be improved with it.