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| | Customer Service Sucks! |
| Review By: GPM on May. 27, 2008 |
Summary: I am a macintosh guy, & the only reason why I'm buying a PC is because of the $200 discount from American Express. I thought Dell would be acceptable.I phoned in after placing the order to verify my payment plan and was immediately transferred 6 different times by indian representatives & was put on hold for 22+ mins on my last transfer! when I finally got to talk to a rep, he intentionally cut me off & put me back on hold while I was explaining my issue. Too much english for him, maybe?? I called back and cancelled my order and was put on hold again for >12mins before finally cancelling my order. I AM NOT BUYING A DELL COMPUTER AGAIN. This is why Macintosh computers are superior both in performance & customer service. You actually talk to an american sales rep when you call and not some overseas rep who does not even know half of what you're saying. |
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| | Customer |
| Review By: JB on May. 7, 2008 |
Summary: I called customer support because I had a problem with the DVD drive on my new (2-month old) Dell desktop. I got through on a Tuesday evening without any problems. The tech had an accent (Indian?) but was understandable. Had to try a few different things, but after about 20 minutes, we found the problem and I was able to fix it. Computer is working fine now. I didn't have any problem- I'm not sure why some of the other reviewers here seem to be having so many problems.
BTW, the best thing was, I got my computer in 4-days - I thought that was very fast- the only thing I don't understand is why my computer was made in Tennessee when I live less than 100 miles from the main Dell factory outside of Austin, TX.
I'll keep buying Dell computers at these prices (thanks XPbargains for posting these great deals that I can never seem to find by myself!). |
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| Would shop in this store again: YES |
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| | Had to jump on the bad cust. svc bandwagon (01/23/08) |
| Review By: abm on Jan. 23, 2008 |
Summary: Similar to many others, I called Dell on Sunday (says they are open) and after being dropped once by the automated system I was put through numerous menus. Finally, after about 40 minutes a message came on to call back during normal business hours. The next day I got online to "chat" with a customer service rep. who told me the price of the product was no longer valid (expired on Sat. and they only honor the price up to 24 hrs later). I explained that I did try to purchase the product and even had an email written on Sunday to customer service as proof of my attempt. He simply stated "I doubt very much that you could not get a live person". Basically called me a liar and then ended the chat. Frankly, Dell does not want my business and there is nothing they sell that I cannot get in a similar product elsewhere. |
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| | Never buying a Dell Again |
| Review By: Dell Home User on Dec. 20, 2007 |
Summary: Dell's Home user customer service has sunk to an unusable level. Problems include closing troulbe tickets before the problem is solved; customer service reps hanging up becuase the call knows more than they do; can't escalate problem to someone who knows what they're doing; and the automated phone system gets stuck in a never ending loop.
Dell Business customers get instant responses from Dell staff in Austin, TX. Home users get.......... |
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| | President |
| Review By: Force on Nov. 19, 2007 |
Summary: I have bought only Dell product...to this point. I purchased a Dell Latitude laptop but it had a screen issue. I will keep this short, a week after contacting them I am still trying to resolve this. If you are looking for automated responses to your emails, no response to questions, and bad information then Dell is your place. That is all I have received so far. This is not the same Dell that I have delt with previously, and I can't recommend them anymore. |
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| | Dell Customer Support Sucks |
| Review By: pavel on Oct. 23, 2007 |
Summary: Although Dell offers atractive sexy line of products, their customer support is simply awful. For those who prize dell, wait till you have a problem and try to get a hold of someone. All I tried is to order new set of hinges for my older Dell D600 loptop. They broke off a day after my 3 yr warranty expired. Forget that, but after placing order I waited a week for new parts...nothing I called dell, they said its 7-10 business days, so I said well its already 7 days so you dont have much time left. I called following day only to find out my order got cancelled because parts are no longer available(no one call me to inform). I had to place new order that included lcd cover assembly with hinges. It will be another 7-10 work days. Everytime I call they tell me its 7-10 days. I must of been 45min. on the phone first time trying to get it repaired but 1 day off warranty sorry we have to transfer you to parts...I have been with tech support in India to sales in Panama...transfer after transfer-dell simply suck. If I am trying to purchase hinges for lcd panel and someone asks me "Is your computer running slow?" with Indian accent, no my lcd panel hinges are broken..my computer runs fine.... Dont get me wrong their products are good and I like my new D630 Latitude loptop(given by my employer).But their support is awful from my perspective. Its been 3rd week and I'm still waiting for my parts...Dell is focused on Corporate sales and service...if you are little Joe they careless about you, if you're corporate customer with 3yr totalcare contract you may get some attention from them. |
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| | Customer Service - non existent |
| Review By: J - in CA on Oct. 17, 2007 |
Summary: Unfortunately since I need some "dell only available" accessories - I am tied to them for a while. So yes, I will have to stop them again.
I am still waiting for a replacement battery ordered over week ago for next day delivery to my daughter in another state - Of course the battery is on it's way to me - ground in CA - 3-5 business days.
Who is running the show here? Three phone calls later with Dell assuring me all is fixed, I am so annoyed with the most recent CS telling me that they are following my instructions - Not! Luckily - keep that documentation - that is the only thing that saves the extra charges, which prove to be many..... And - still no battery!!!!! |
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| | DELL SUCKS |
| Review By: p_one on Aug. 1, 2007 |
Summary: I have been trying to reach dell about my Dell Prefered Account but to no avail. Someone actually hanged up on me. They are outright rude and no manners. Shop there only if you like bad customer service. |
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| | j |
| Review By: j on Jul. 10, 2007 |
Summary: ITS THE BEST AND CHEAPEST. SEXY PCS YEA |
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| | Business and Home Purchaser |
| Review By: Anna Cam on Jul. 8, 2007 |
Summary: For many years I have purchased Dell computers for my home and my business. (One other commenter is right -- business customers get better service -- consumers get the worst service.) The last 2-3 years, whenever I have called Dell customer or tech service regarding computers purchased on my personal account, the service has been horrible, including the following:
1. Dell sold me a computer years ago with an expensive DVD burner (when DVD burners were brand new) that they told me could write on DVD+R disks, but it turned out that the Burner could write only on DVD+RW disks. I spent many hours trying to get the writer to burn on DVD+R disks and calling Dell customer service, which did not help in any way. I found out from another source that I had been the victim of a bait and switch. Dell would not replace my DVD drive with one that burned DVD+Rs, even though they had sold me a product that was supposed to burn DVD+Rs.
2. I purchased speakers from Dell that did not power up. Tech support insisted that I run diagnostics on the my computer for speakers that would not power up! I finally persuaded them to skip their diagnostic script and let me exchange them.
3. On several occasions, I called them with OS problems. Every single time, they kept me on the phone for hours and ultimately could not fix the problem. I always ended up having to reinstall the OS anyway. And I was frequently disconnected, transferred around, and spoke to people whom I could not understand and/or who read from scripts and were not knowledgeable.
4. Dell did not send reinstall disks with my most recent purchase -- a laptop. I called and insisted that they send me a set BEFORE I have a breakdown. Dell think that it is OK for consumers to wait a week or more after their computer breaks down for reinstall disks to arrive from Dell (assuming Dell is in a generous mood and is willing to send the disks to you at all).
5. I needed to reinstall the OS on a desktop, but the Dell OS reinstall CD would not see my hard drive and could not reinstall. Turns out I needed a hard drive driver (I found this out from my office IT tech -- not from Dell) that I could download from Dell's website. The driver would not, however, fit on a floppy disk even though that's what Dell's OS reinstall CD was looking for (it would not accept the driver on a CD). I called Dell and had to fight for them to send me the driver on a diskette.
Overall, Dell's service (and products) have been slipping for years, but I stayed loyal to them. Except for the dead computer speakers and the misrepresented DVD writer, their products were generally good as long as you didn't need any service. Most of my issues have been with them as a consumer -- they treat my business's IT tech much better than they've been treating me as a consumer. Whatever concessions they may have given me, I suspect it was only because I made sure that they knew that I controlled a much larger corporate account.
My IT tech may like Dell because they feel they need to give to give business customers better service. But I found Dell service to be a waste of time and money and demeaning. Now, I've started buying other products and expect to switch to HP or another brand for all new business and personal purchases. |
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| | wow....worst customer service ever |
| Review By: dude on May. 24, 2007 |
Summary: I will never buy from Dell again. Their customer service, interest rates and their love of charging late fees even when you pay on time is classic bad business. Anyone at Dell speak english? Paying your bill online will cause late fees because the minimum due online is different from statement. Shipping from DHL has always been top notch. UPS and DELL might as well throw in the towel on customer service. |
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| | Lousy Technical Support |
| Review By: Jay on Dec. 9, 2006 |
Summary: I liked my new Dell Insperon E1505 until it ceased to operate after 5 months. Now, I have had first had experience with Dell’s deteriorating hardware Technical Support. I have talked with 7 different technical and customer care representatives (~5Hrs)who cannot resolve my problem in a timely manner. My support contract calls for “Next Day” on-site support. However, the two technicians and supervisor I talked to in India said the on-site support representatives could only replace parts and not diagnose problems and they could not identify the defective part. I would have to send my computer into the Depot for repair and I should have it back within 5 business days. After problems with DHL picking up my computer (a fiasco worthy of another negative review), I got the computer to Dell’s Depot in Tennessee on the second Business Day. An automated phone message from the Depot said it would be a 10 business days repair. Thus began my odyssey of talking to Technical Support and Customer Care Reps who cannot solve the problem of getting my computer back working in a timely manner. The latest US Tech support supervisor rep said it would be up to 15 business days (3 weeks). To speed things up, the supervisor said he could have it sent back to me broken and he could identify the part so an on-site person could install it (what I wanted to begin with). However, he could not get my computer returned to me broken for 5 Business Days (and two weekend days). So I won’t have a working computer for another two weeks. I am so angry at DELL technical support that I will never buy another Dell Product. |
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| | Listen to your customers |
| Review By: MoJo on Nov. 9, 2006 |
Summary: Bought an LCD screen from DELL and love it. The quality at least for now is everything I hoped for except for the bad cable or defective cable that was shipped with it.
I now have the correct cable but not before I had to spend hours on the phone through several phone calls with someone who didn't know a thing about computers and never listened to a word I said. I also had to put up with 2 deliveries of the wrong item due to DELL screw ups because again, they didn't listen to a word I said each time I called them back to correct the issue. I do like my new LCD screen but resolution of my simple $10 cable was so frustrating that I almost sent the whole screen back just to prove a point.
I will only shop DELL again if they have low price. |
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| Would shop in this store again: YES |
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| | Where does the award winning suppot come from?!? |
| Review By: Dell Review on Nov. 9, 2006 |
Summary: The products are fine but the techical service is awful. I've been both a corporate customer and home customer so I've seen both sides of DELL. Corporate accounts get respectible service but nothing better than what is expected for the money they are getting from the corp accounts. DELL true colors in service show with the John Q public who has a problem. Home users are transfered of to middle eastern countries to individuals who seem to barely understand english and seem to know even less about computers. Support appears to be no more than new hires straight off the street given a diagnostic script to read from. It takes hours to get to the simplest of diagnosis even if you already know what the problem is. I choose not to do business with DELL unless they are the best source for the item I need. Even then I pray I don't need to contact them for any support. But since home users, from my experience, seem to be plagued with being sent the wrong or defective items you have about a 60% chance of having to call. |
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| | Very disappointing products |
| Review By: pae on Aug. 4, 2006 |
Summary: I don't understand why everyone recommends this brand. I bought one. They forgot to give me the ac adapter. Then they DVD-writer is very noisy and not reading. After that, there is dead pixel.
So I asked for exchange. They sent the new one to me. But the new one has a problem with some keyboards. They are really difficult to type. The worst thing is the DVD-writer is not working at all.
One defective is understandable, two in a row is too much. |
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| | Occasional problems, but usually make it up to you |
| Review By: jondotcom on Jun. 30, 2006 |
Summary: I've had my fair share of problems with Dell Home. Delayed orders, sending wrong item, etc. I've purchased a few computers and peripherals from them, usually through deals I find on XP Bargains & other places.
The redeeming thing about Dell Home, even though tech support is horrible ('Mike' reading a series of questions from a screen instead of attempting to understand the issue), is that when you have these horrible experiences, they're usually pretty liberal with handing out concession coupons. If you've got a problem with them, tell them. They will usually try to make it worth your while to stick with them. Everyone has bad experiences with some store at one point or another... it just depends how that store deals with the problem... and Dell does it well. |
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| | President |
| Review By: Chris on Feb. 20, 2006 |
Summary: I purchase computers for my business frequently. I had one to return which they received January 13. We are now February 20 and after wasting hours on hold speaking with several useless customer service people I have received no credit! I have currently been on hold for over 30 mins! I have never had such horrific service in my life. I will never purchase anything from Dell ever again! |
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| | Terrible Service and Delivery |
| Review By: AaronD on Feb. 16, 2006 |
Summary: I ordered a Dell XPS 600 on January 25, 2006 and was told it would take 7-10 business days. I waited my 3 days like I was told and then began checking the online computer status. The estimated delivery date was February 6, great, I was happy. The 6th came and went and my computer was still in the "production" phase. I began to get worried so I started calling to find out what was going on. After speaking with 4 different, terrible, consumer support reps, I found out that apparently, 3 different components I ordered had huge lead times (something that would have been nice to hear upfront). The last I heard, the computer was supposed to be finished production on the 13th and shipped to my by the 16th. That is today and nothing has changed. I'm sick of getting lied to and if I knew this is the kind of treatment I would receive I would never have purchased a Dell. |
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| | dell computer |
| Review By: william on Jan. 16, 2006 |
Summary: they're game is two to three hours of hold on the phone and then do nothing to help. I have just purchased two new dell computers and a new dell printer. Spent 2k with them and got nothing but troubles in return. |
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| | laptop |
| Review By: Kelly on Dec. 21, 2005 |
Summary: Ordered laptop in November, shipped November 30. Never received. I called Dell over 20 times and they always promised a call back that was never received. Finally, someone told me shipment was lost and would send a new one. It is now December 21 and still haven't received. I called Dell today and they PROMISED to call me back with in 24 hours to let me know why the second laptop was never received. It's not a money problem, received credit card statement with charge on there last week. |
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| | Cancelled TWICE for no apparent reason |
| Review By: Blondie5 on Dec. 19, 2005 |
Summary: My order was cancelled TWICE for no apparant reason! First it was cancelled as the delivery courier said he was unable to contact me on number given. He had 2 numbers! Secondly cancelled for some thing to do with my VISA card (they never had an issue with it the first time round), and my issue is, Dell have 3 telephone numbers for me, why not ring and advise???? Totally rubbish Customer Service that advise that I have to replace order for third time and they cannot do anything without me speaking to sales team. AGAIN!
WILL NEVER USE DELL AGAIN - Faxed my Dell confirmation to EVESHAM (great for PC's) and they agreed to build identical spec!!!!! EXCELLENT |
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| | Hopeless customer service |
| Review By: jbeswick on Nov. 22, 2005 |
Summary: My order got cancelled for no apparent reason. Sat on hold for 20 minutes then spoke to someone who didn't speak English and couldn't tell me what happened to the order. Then they hung up on me. |
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| | Sony camera came in a torn box |
| Review By: DellFrustrated on Nov. 19, 2005 |
Summary: I bought Sony DSC S-60 camera from "Dell Home" online. It was a nightmarish experience. The delivery person just left the camera outside my apartment. No signature or anything. The package in which the camera arrived was mangled. The camera package itself was torn. Their toll free customer service number was not so easy to locate but finally I found it and they opened a ticket. They never corresponded back to me after that. Luckily the camera worked fine. They never cared to send me an invoice either.
I would suggest that you buy it from online dealers that offer superior delivery and customer service. This rating site does not have any provision for attachments otherwise I would have posted photos of the torn and mangled box. |
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| Review By: VashSpike on Mar. 2, 2005 |
Summary: I ordered the Dell 2005FPW 20.1 inch LCD monitor and saved $180 bucks using the 25% off coupon from this site. I only ended up paying a total of $613 total for the monitor. I think that is an awesome deal. I don't have the best credit so I thought it would be amusing to apply for dell's financing and I actually got approved for a purchase of $1500. My next purchase will be an Axim X50v. |
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| | Great deal |
| Review By: Dave on Nov. 11, 2004 |
Summary: I used the $500 off a $1500+ desktop coupon deal from a couple weeks ago and we able to build out a sweet system with a 3 gig processor, 1 gig of ram, 160 gig HD, 256mb video, SB Audigy, & 19 inch flat panel monitor for only $1100 including tax and 2 day shipping. The product arrived early on what was supposed to be the ship date.
I have delt with the customer service in the past for a laptop view panel replacement that was flawless even though their english sucks horribly and they just read from a script. |
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| | Great service and support |
| Review By: bapman007 on Apr. 5, 2004 |
Summary: I buy lots of PC's from dell for my business, never had a problem with service, also helps that they sell quality products.
I have my own sales rep and that works great. |
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| Would shop in this store again: YES |
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| | Dealing with dell customer care is a nightmare |
| Review By: meherkn on Mar. 16, 2004 |
Summary: Placed oreders are mostly not on time. 1 out of four arrives at the right toime. The refund of money is the worst. |
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| | all my PCs are dell |
| Review By: blessed on Feb. 20, 2004 |
Summary: very Good return policy and warranty. I bought 5 Dell systems, all at great prices. Dell replaced my laptop battery via nextday overnight shipping without any charge.
highly recommended! |
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| Would shop in this store again: YES |
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| | Terrible customer service and support |
| Review By: kam on Feb. 9, 2004 |
Summary: |
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| | good customer care |
| Review By: inspiron1100 on Dec. 1, 2003 |
Summary: ordered many times from Dell. fast delivery and good return policy. only bad thing is that if you call, there is long wait time and the phone system is confusing. |
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| Would shop in this store again: YES |
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