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Dell Corporate Office

Dell Corporate Office Address

Dell Inc.
1 Dell Way
Round Rock, TX 78682

Contact Dell

Phone Number: (512) 338-4400
Fax Number: (302) 636-5454
Website: http://www.dell.com
Email: Email Dell

Executives

CEO: Michael S. Dell
CFO: Brian T. Gladden
COO: Stephen J. Felice

Dell History

Dell began as PCs Limited in 1984 when Michael Dell was a student at the University of Texas.

In 1985, the Turbo PC was launched.

In 1988, the company changed its name to Dell Computer Corporation and went public with an IPO.

In 1996, the company began selling PCs from their website.

In 1999, Dell became the world’s largest PC manufacturer.

In 2003, the company was renamed to simply Dell Inc. to reflect their sales of not only computers but also TVs and other electronics.

In 2006, the company acquired AlienWare.  In 2009 the company acquired Perot Systems.

Dell is currently the third largest PC vendor in the world, behind HP and Lenovo.

 

{ 91 comments… read them below or add one }

Pat R. November 17, 2014 at 3:21 pm

If anyone in a Dell position in America reads this, please contact me at the above address.

From the sounds of the comments I read here, this is probably a very foolish request – HOWEVER, I am willing to give this company the benefit of a doubt – (even though I am also completely disgusted with trying to hear and/or understand the people I get by calling Dell’s numbers).

There is a problem that needs to be addressed concerning a misrepresentation of what I purchased and I would appreciate someone in America helping me solve that problem.

Pat

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Debra Woodhouse November 4, 2014 at 9:22 am

Wow, wish I knew this about Dell before I purchased it (though my son said he could have warned me). I used Dell’s on-line chat to put together my computer and see what it would cost me. I asked specifically about two software programs I wanted on it. I was told that they would be. Well they weren’t. Have had a terrible (that’s saying it nicely) with Customer Support. Have called, emailed and never get to the level that could/would do anything about it. This will be my last Dell and I will ring the bell to sing out what terrible support you get from Dell and that they don’t stand behind a quote.

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Carrie DeOtis October 28, 2014 at 3:05 pm

I have had my Dell lap top for 1 year and I have never been able to use it. I have spent countless hours on the phone with Dell techs who have not fixed the problem. I have been late for work, missed my lunch, ran up my phone bill all while trying to have the problems with my lap to fixed on the phone with the Dell techs. I am told there is no where to send it back to no where to get it fixed. Mean while I am still making payments on a lap top I have never been able to use.

The thought of having to call Dell one more time, literally brings me to tears. I have virtually given up.

I thought Id try sending a letter to corperate and came across all these complaints. In a sad way, I at least felt relieved to see it is not just me, as the Dell techs would have you believe.

I think I will contact my local news reporter and have them to an undercover investigation. The Dell product is a complete scam

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Abdullah October 22, 2014 at 1:33 am

I’m Very dissatisfied and frustrated. Speaking to people who are rude and hang up on me. This is completely unacceptable. I sent my new laptop back for hardware repairs and it was returned unfixed and now I have a software problem i didn’t have before. I don’t know how they can stay in business when the customer service is as horrible as it is. Shame on you Dell. I’ll never be a customer of yours again. Go Apple

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Laurie Roe October 19, 2014 at 5:55 pm

I have had my fill of talking to representatives who do not speak English and are rude. I purchased an Alienware computer for my son for graduation in June of 2013. This computer was custom built for extensive gaming and movies. The first one I ordered disappeared in Columbus Ohio so dell said no problem they would process the order and send another one. The first order took 2 weeks because they had to build it so they said. The replacement was sent in 6 days(which always bothered me). Well we recieved the laptop and it has been 18 months and it is having problems. I called fell for help and they want money to look at the computer. I have been hung up on transferred all over the world and get nowhere. I finally took it to a local computer shop who I have used in the past and the told me that the video chip on the mother board over heated and in turn blew out the hard drive. They could fix for over 1000.00 dollars. Are you kidding me? I spent 2500.00 for this lap top specifically built for heavy gaming and watching movies! It did not last 18 months. I am sick to my stomach I am a single mother who saved for this for my son and now am told that dell will not stand behind their product. I really believe that someone stole the first laptop and the second one fell sent was not what was originally ordered. It could not and should not have gone bad this fast not for that kind of money! I would like the parts replaced and really would like to talk to someone with a little compassion and won’t hang up on me and at least back up their product. Thank you in advance for your time. You have my email address

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Aditya Singh Rathore October 14, 2014 at 2:25 am

Its been more than a month since I’ve calling technical support to get my laptop fixed but it seems that The Dell team is just unable to do anything. I have been facing so many problems with my laptop regarding motherboard, ram, display, byt everytime the technician comes and tries to fix it, next day a new problem arises. I am so sick of it, so fed up that I cannot deal with it anymore. Its only a matter of a couple of days for my warrenty to get over and then my laptop( which is still problematic) would be nothing but close to a useless junk. I want my laptop to be replaced because Ive done my possibly best to fix it but I just couldnt deal with the random beeps i get everytime I switch it on. Sometimes 8, sometimes 5, sometimes theres no display. I want a solution before its out of warrentyIts been more than a month since I’ve calling technical support to get my laptop fixed but it seems that The Dell team is just unable to do anything. I have been facing so many problems with my laptop regarding motherboard, ram, display, byt everytime the technician comes and tries to fix it, next day a new problem arises. I am so sick of it, so fed up that I cannot deal with it anymore. Its only a matter of a couple of days for my warrenty to get over and then my laptop( which is still problematic) would be nothing but close to a useless junk. I want my laptop to be replaced because Ive done my possibly best to fix it but I just couldnt deal with the random beeps i get everytime I switch it on. Sometimes 8, sometimes 5, sometimes theres no display. I want a solution before its out of warrentyIts been more than a month since I’ve calling technical support to get my laptop fixed but it seems that The Dell team is just unable to do anything. I have been facing so many problems with my laptop regarding motherboard, ram, display, byt everytime the technician comes and tries to fix it, next day a new problem arises. I am so sick of it, so fed up that I cannot deal with it anymore. Its only a matter of a couple of days for my warrenty to get over and then my laptop( which is still problematic) would be nothing but close to a useless junk. I want my laptop to be replaced because Ive done my possibly best to fix it but I just couldnt deal with the random beeps i get everytime I switch it on. Sometimes 8, sometimes 5, sometimes theres no display. I want a solution before its out of warrenty.

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Mark Geary (Former Dell Customer) October 8, 2014 at 10:07 pm

The worst customer service I have ever dealt with. Very unprofessional and rude. I have dealt with many service reps in the past 3 months but this final one was the worst. Very rude and asked like I was stupid and wanted to argue with me and would cut me off while I was speaking. Here is the service tech I spoke with

Vijaykant R
Vijay_Kant@Dell.com
Dell | Executive Customer Support Team
Phone +1 800 624 9897, Extn: 72-83898

I cannot believe any company would have someone like this person working for them. Because of the treatment I received from Dell I am no longer a customer. I though customer service was there to keep the customer happy and want them to come back again and again. Instead it seems Dell wants their customer service reps and management to run off all their customers.

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Charlie Kidwell October 6, 2014 at 10:12 pm

I have been a customer of Dell for quit a few years, less than a year ago I bought a Alienware gaming system and Venue 8 Android tablet. About 5 months after I purchased them, I ran a routine system check on Dell.com and it found a bad spindle in my DVD drive, they sent new one and it works fine, however my tablet was charging a little slower than it was, and I started getting an error message stating insufficient charging current, I I contacted tech support and we tried a couple of things to no a avail. Finally they said they would send it to service depot to have it repaired. That was the biggest mistake I ever made. After about 2 weeks I receive my tablet back with notation they replaced motherboard, touch screen, and reinstalled os. I open the box and plug it in for 2-3 hours and ry to start it. Nothing would not turn on, called tech support and again we tried a few things but nothing happened, so I was asked to send it back to service depot, I did and when I get it back it starts up,and says battery 20%. So I put it on charge and left it overnight to get a full charge. Checked it next morning, turned it on and it still read 20% charge. So I checked the battery in settings and at first it said plugged in but not charging, after a couple hours and 2 calls to tech support it reads discharging. I called tech support again, and they said they would send me a new one, so I waited for the email with the dispatch information, I get an email stating due to a technical issue we can’t process the dispatch number, kindly give us 24 hours and after we will send dispatch information. I waited in the meantime I get a call from tech support saying they could send my broken tablet back to the service depot, I said that I was waiting on dispatch information for a new tablet. 2 days later I get another phone call, this ti e saying they were sending me a refurbished unit, I said why are you sending me another broken machine. I said listen I sent my tablet to your technicians with a minor charging issue! I got back a nonfunctionaltablet, so I sent it back to your technicians and on e again I get back a nonfunctional tablet. I asked why they couldn’t send me a new tablet as it was your technicians that broke my tablet. Got no response except we are sending you a factory certified refurbished tablet. I said I just don’t understand why you are sending me a refurbished tablet especially since it was your technicians who took a functioning tablet and gave me back not once but twice a non functioning tablet. Again no response, so I asked if I could speak with a manager or someone higher up about this, he said would do me no good, they would tell me the same thing. Then he said i will be sending you email with dispatch information, have a nice day and hung up on me. If someone from corporate does read these, I will never purchase another Dell product. I thought Dell would stand behind their products, but I guess I am wrong again. Anyway if you do read this I would like to have someone contact me via email and I can send phone number or other information needed. I will not recommend Dell ever again to anyone.
Have a nice day.

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Ken fitzgerald October 16, 2014 at 2:14 pm

Ordered Alienware- cannot get any info from the Dell reps in India about tracking number, shipping dates, etc. Told me shipments going to APO cannot be tracked within the U.S. and wouldn’t tell me where shipment originated. I have sent several packages to my son at Bagram AB and all were tracked by post office from origin to APO in Chicago ( last point where items ship to overseas destination). Gave me several tracking numbers, all invalid. Told me one shipment was by DHL and another via Post Office but none of the tracking numbers worked. Horrible customer service. Tried to call Corp HQ but their numbers all take you back to India, where you get illogical, incomplete and inaccurate info.
Anyone have a phone number to an exec at Corp HQ that actually gets you to someone who can understand you and give info that makes sense?

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Susan Grove October 3, 2014 at 12:09 pm

Executives

CEO: Michael S. Dell
CFO: Brian T. Gladden
COO: Stephen J. Felice

I hope that the guys at the top read or receive a copy of this!!!! I’m so frustrated with technical support and being transferred to 15 different departments to even have one question answered. If you take care of your customers, you wouldn’t get such hate emails about your product!

I bought a Dell Latitude from QVC, and went to Premier Tech Support for issues I was having with. It was almost to the day, 6 months later, that I find out it is registered to a Dell employee!! I guess they waited 6 months for hack all my information! I have been on the phone for 3 days now with Tech Support and QVC to resolve this, but to no avail, I still have not retrieved any resolve. How does an employee of Dell register a tablet in their name and then have it sold to the public, then almost exactly 6 months to the day, my tablet starts to shut down, saying I need drivers and updates, etc., then the screen goes black while a Premier Tech is working on it!! How does this happen????????? I’m mad as hell and wish I had never bought a Dell! Believe me, if this is not resolved, I will never buy another Dell product and will encourage via public social media of my situation so they know never to buy a Dell!!!

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Ben Taylor October 1, 2014 at 5:29 pm

Dell is absolutely the worst company ever!!! I ordered a computer online from dell.com on 9/24 and later got an email from Dell stating that they needed to verify the card. I went back into their website and the order status was pending. I put in my card number again and then got an email back from Dell stating my computer had been shipped and it had a tracking number. I checked the tracking number and it said that the computer should be delivered on 9/27. I checked again the tracking number on 9.26 at night and it still said that the computer was scheduled to arrive on 9/27. I checked the tracking number on 9/27 early morning and it said the company had asked for the item to be returned. I called Fedex and they said that Dell had asked for the product back and to contact them. I called their number but it said their hours were monday through friday. I called back on Monday and spoke with about 20 people in who knows how many departments and they said I would get a refund when Dell gets the product. which could take 3 to 5 business days. I called again today on 10/1 and spoke with customer care, verifcation and the credit department and spoke with supervisors in each of those departments and they said that I didn’t verify the payment as they had requested. They also said they had called my bank and that my bank said the transaction was fraudulent and that is why they had asked for the computer to be returned and that it could take anywhere from 10-12 business days to get my refund. I also asked to speak with Corporate and they wouldn’t give me a phone number to them. I called my bank and they said that Dell took out the money the same day and that they had never been contacted by Dell as Dell claims and that they would never tell Dell that there was possible fraud and if there was they would contact me. They did a conference call with Dell with me and Dell said that the computer was scheduled to be returned to them on 10/3 and then they would start the refund process and that it could take 10-12 business days. I contacted the BBB and filed a complaint and I will be contacting the news station. Dell is a fraud company to take my money and not deliver a product. They lied to me over and over and I will never, ever do business with them again. I just want my money back and be done with them!!!!

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Hayk Bezirganyan October 1, 2014 at 1:53 am

Had the worst experience with DELL in my entire “DELL” history. I am traveling this Thursday and was shopping for headphones. dell.com offers the best price for (Sennheiser PXC 450 – Headphones) the item I was looking for and 6 months no interest financing on top of that. obviously that was the best option I could find for what I was looking for. I placed the order 2 weeks in advance to make sure I will receive my headphones on time. The Item was available for shipping within the week.
Few days after I went online to check the status of my order and noticed that the delivery date is 12/19/2014. This is just impossible!!!! The item is available online for purchase but will be shipped to you After 3 months???
This is not serious at all.

Well this is not it. Thinking that this is just a mistake I called customer service to check the status of the order. First of all it was a long wait time (well OK it’s normal I guess), then the rep who picked up the call was almost impossible to understand what he was saying. And don’t get me wrong English is not my first language either but I am calling customer service.

So after asking all questions to verify the info he told me that he has to transfer to cancellation department and put me on hold (even though I told him that I need to cancel my order but he still wasted my time asking all unnecessary questions).
After 10 min. being on hold another rep picked up the phone and asked the same questions to verify my information and then told me that need to transfer me to cancellation department and put me on hold. Well I guess this time the transfer failed because I got disconnected.

Went back online and found life chat option. Chose modify/cancel order option. And then after asking all those questions again guess what?? They need to transfer me to cancellation department. I couldn’t take this anymore. I wasted almost 2 hours on this!!!! Is this what you call customer service?

I called customer service this morning again. Same problem!! Finally was transferred to a department where the rep told me he is going to cancel the order but has to transfer me over to account specialist! ARE YOU SERIOUS!!!!!! OK there is definitely something wrong with your customer service. You are trying to save money by outsourcing but you end up loosing your customers.

Dell was a better company before. I ordered all my desktops and laptops from dell.

The reality is my order is not canceled yet. The status is in production and delivery date is 12/19/2014 and today is 09/30/2014. I have to go buy it from somewhere else and hopping that I still will be able to cancel this order. And honestly tell me the reason why I should ever buy anything from dell.com?

I would like to get someones attention from Dell to help me to resolve this matter. I at least deserve some explanation or at least an apologies as a long time customer.

Hayk

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Mark Geary September 30, 2014 at 5:19 pm

CEO: Michael S. Dell
CFO: Brian T. Gladden
COO: Stephen J. Felice,

Hello, I need your help with an issue I am having with your customer service reps and management. I don’t know if the CEO really reads this. If not this needs to be directed to him ASAP.

Let me began with that I have been a Dell customer for many years and I cannot believe how horrible your customer service is. I have contacted Dell to fix issues with my tablet I purchased a few months ago. I have sent my tablet in 3 different times for the same issue and it was returned to me in the same condition it was in when I sent it out. After contacting customer service more than 5 times they agreed to replace my tablet with a new one. When I received my (So Called) new tablet it was a refurbished basic model of my tablet. I paid $300 for a new tablet and received a refurbished basic $199 model tablet. After receiving the (So Called) new tablet I called Dell customer service to explain what was in the package. The supervisor I spoke with told me the tablet I received for exchange was the new tablet and proceeded to call me a liar when I told him it was not.

If anyone in the corporate world of Dell is reading this can you please contact me? You should have my contact information from this post or in your system. After dealing with this issue I will no longer be a Dell customer.

Thanks,
Mark Geary

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Timothy ORear September 25, 2014 at 3:00 pm

I will start by saying that I will never buy or recommend someone buying a Dell product ever again. Like the persons above, I had issues with my Dell inspirion pc from the start. Customer service is the worst in the industry. I spent countless days attempting to get help from customer service, never being able to speak to someone who speaks english or in America. They would take remote access of my computer, make changes which made the issue worse, then try and upsell me expensive tech support for the problem they caused. I have now spent months trying to talk to an actual person that works for Dell in America with no success. I have tried for months just to get a windows 8 disk to fix my pc (which should have come with the pc), I am still unable to this day to talk with customer service or to get this problem resolved. Dell is the worst pc company I have ever purchased from.

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PAM September 23, 2014 at 1:33 pm

your customer service sucks, I just brought my dell and got it on 9/18 and I had to call because I had so many problems with it and the person told me it was my fault. so I am returning it I am now waiting for the ups stickers to get email to me. also the people I spoke to are they America. I really think you need to rethink who you have answering your phones. I will never ever buy another dell, and if I don’t have the stickers for ups in a day I will be lodging a complaint with the better business bureau.

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Dell is the worst September 9, 2014 at 9:41 am

Dell has the WORST customer service. I get transferred all over the world and never able to talk to a supervisor. They have hung up on me, transferred me from 7 reps in India to the Philipines and now I find they even have people in Panama. Why doesnt Dell hire people in the U.S. to handle their customers? Cheap labor and you get bad service and Dell gets fat pockets from people like us who keep buying their product. Well, I will NEVER purchase anything from Dell again and I hope others will follow. Shame on Dell and their corporate money hungry execs for selling out the American people to cheap labor.

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Sandra D Harvey September 8, 2014 at 7:14 pm

I just bought my Dell XPS 8700 in January of 2014. I have had absolutely no fall help from theDell tech that I have been dealing with over the last two weeks. I specifically told him I DID NOT want him to do exactly what he did To my computer. I have gotten the run around for two weeks. Can someone please help if they figured out who to contact about the problems they run into with the tech team.

Thanks in advance.

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Margaret September 2, 2014 at 11:47 pm

I have print screens with dates and web addresses on them of my warranty dates. After someone worked on my computer, after verifying my warranty was good until 9/4/14, he said to call back if there’s still problems and it would still be covered under warranty since the same issue (this was a couple weeks ago). Tonight I had to call because it is still happening and want to make sure it is the same issue. I kept getting transferred and while having the dell website verify the warranty page, a guy with dell argued and said it shouldn’t still be covered??? So I had a weird feeling and did a print screen of my warranty. He transferred me somewhere else and she said my warranty expired 5/11/14 and I needed to buy an extended warranty. So on a separate tab I opened the same warranty verification page up and guess what….THEY CHANGED THE WARRANTY DATES WHILE ON THE PHONE WITH ME. I am trying to figure out what to do, I still have both tabs on my computer opened with the two different warranty dates and I have print screens that show the same printed date, same EXACT web page, but two different warranty dates….it all shows my service tag also. How far can I take this? This is unethical and I will take it however far I can go with it.

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Richard August 28, 2014 at 10:00 am

Dear Mike Dell:
(I feel I can call you Mike since I’ve spent at least 20 hours trying to persuade my Dell Inspiron to work by calling your minions both here and in India.)
Between “Checking Media Fail,” freezing up, seeing, “Your PC ran into a problem and needs to restart,” and “Critical Process Died,” I have decided (believe it or else) that Dell is not the way to go.

After 16 calls and no help, I’ve been asked to do a cautionary article on Dell and its failed tech support for the New York Times. If anyone at Dell, alive or dead, wishes to leave input, see my email address e
Richard

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Michael August 25, 2014 at 3:24 pm

To all executives of Dell;
CEO: Michael S. Dell
CFO: Brian T. Gladden
COO: Stephen J. Felice

I have a problem that no one is willing to take responsibility for or ownership of and I’m getting nothing but a run a round from both Customer Service and Custom Support. I opened this issue while the machine was under warranty, the problem has NEVER BEEN RESOLVED. 4 months later!!!!! I’m sorry, but this no way to run a business. The details are as follows:

I purchased an Inspiron 7720 (17R SE) last year. This machine failed, the motherboard was replaced twice, the keyboard once, all under warranty. The machine is completely dead and was still under warranty. I contacted support while still under warranty and they told me they couldn’t make any further repairs and would send me a replacement. I informed them that it need to meet the following minimum requirements to meet the current specifications or exceed them. QUAD CORE I7 2.4Ghz – 3.0Ghz, 17 inch screen with 1080P resolution, and 2GB NVida video card.

The replacement they sent had was an inferior machine of lesser capability (DUAL CORE I7 1.7Ghz ) with a touch screen that didn’t work. When I contacted support yet again that this machine was inferior and that the touch screen didn’t work, they sent me a replacement. The replacement was the same identical inferior machine although the touch screen worked this time.

This has been going on for over 4 months, now they claim everything is out of warranty and they can’t help me. I’m getting nothing but a run around. In fact any time I try to get a resolution they hang up on me.

So either make this right and provide an equivalent or BETTER machine, or give me my money back which your Custom Service & Support Team give me every excuse as to why they can’t.

I was a loyal Dell customer purchasing many systems over many year. If this is not resolved I will never buy another Dell product again, ever and will tell everyone I know that Dell doesn’t stand behind their products.

I will be sending a certified, signature required letter to all three of you.

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Jane August 21, 2014 at 10:31 am

Yesterday was the 2nd time I have phoned Dell in 8 years. I have attempted to
contact Michael Saul Dell to tell him what an incredibly positive experience I have
had with Dell. The first call was regarding the replacement of my battery/cord
after I purchased a defective battery from Fry’s in Palo Alto (what a hassle!). My
order was handled professionally and with great care to see that I received
the right order. It was a real pleasure to get the right cord and battery after the
fiasco with Fry’s. I will never shop there again. No one cared.

Everyone cared at Dell. Customer service was seamless….I am in good hands
with Dell. Products are superb and long-lasting.

Yesterday I experienced the best customer service/technical support with
with “ASH” in Nashville, Tennessee, a Dell technician who works in the virus
division. Unfortunately I had been scammed by a pseudo-Microsoft
company in Costa Rica (I should have known better) that caused all sorts of
problems on my workhouse Dell computer—love, love my Dell!!! It is the
perfect size, helped me tremendously, no problems. I will always come
back to Dell, given the quality of the computers, product lifespan and reliability and now the computer technical support/service.

My service technician was knowledgeable, caring, kind and professional. He
assisted me in ridding me of the virus caused by that scam company
in Costa Rica. I cannot say enough good things about him. If Michael
Dell went undercover as in the show “Undercover Boss”, this employee
would be rewarded and commended for his fine work and loyalty to the
company.

He just cared and helped me get my Dell back to normal before the
scam. It is running like a top…a dreidel…humming along allowing
me to do my work and email.

I have never had a better customer service experience in my entire life
and I am 61 years old! I told a friend about it yesterday and she is going to
buy another Dell as a result.

“ASH” alleviated all my concerns regarding the poor work done by
the psuedo or “fake” Microsoft company that caused problems on my
incredibly reliable, workhouse, my Dell notebook computer. I paid $150 to
that scam operation. Ugh!

“ASH” is an outstanding asset and Dell employee. I will remain a loyal
Dell customer after my very 1st service call in 8 years. I am impressed
that Michael Dell took the company back and made it private and he
is correcting previous issues which I have never experienced.

I often joke that I need a laptopectomy, but in reality due to Michael Dell
and his outstanding company and Dell employees such as “ASH” they
both have assisted me profoundly, deeply, personally and professionally
in ways that I cannot convey in terms of gratitude for my Dell computer,
that little gray workhouse is inexorably a part of my life and family.

It was the best customer service experience in my entire life talking
to and getting such caring, professional service yesterday from Dell. Thank goodness
there exists such a remarkable US company that employs and
assists so many people and provides employment globally and domestically

It is clear that the Dell knows how to attract, retain and treat employees well
just given my small interface–2 calls.

I just knew from my 1st call then my 2nd call. I knew I was going to get
my computer needs met–everyone has been so helpful and friendly.

I really appreciate my positive experience with Dell!

I am humbled and impressed with Dell and the quality of its employees,
products and computers.

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Pissed Off Customer September 19, 2014 at 12:38 pm

What a BULLSHIT Cock-N-Blow story!!!! Who paid You to write that horseshit!? When You call Dell, You NEVER get anyone is the US!!! The people that Dell has hired to handle their customer issues will be the downfall of the company. I guess I’m m not the only one who keeps getting transferred from department to department stating that they will be able to assist You. For my 3rd time being on a call for Two and a half hours I finally got pissed off and hung up on them. I will be calling them back again after I cool down and tell them to come get this piece of shit that I just purchased and I will never put up with their shit again!!!

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Rich August 20, 2014 at 4:14 pm

My wife purchased a Dell Inspiron 15 on June 29, 2014. We started having problems with it almost immediately but attempted to fix the issue ourselves. My wife contacted Dell Tech Support and after spending an hour and a half with Tech Support, the tech started diagnostics and told her he would call back later. After a half hour to 45 minutes, she stopped the diagnostics and rebooted the computer. No call back. We’ve reset and reloaded the system but the same problems occur. Here are the problems we’re having.

First, the hard drive makes clicking sound intermittently and crashes the laptop.

She has design software that requires a dongle in order to run the pc and, again, intermittently, the USB port will stop recognizing the dongle and the whole system freezes. She has tried to use different USB ports but they are all inoperable. The only way to fix it is to reboot. This, of course, loses all the work she has done up to that point.

Often, when she is accessing other programs, the system will freeze and she will have to reboot to get it working again. No error messages, nothing.

Then, about a week ago, on her first boot of the morning, everything freezes. Guess what? She has to reboot again. The system freezes about 15 times per day.

Today, I contacted Tech Support and finally spoke with Gene. They, of course, had to do another diagnostic. No issues since the computer was working fine at this point. He told me after an hour that it was a software problem. Transferred me to Software Tech Support.

Spoke with Anil and, after 45 minutes, told me it wasn’t a software problem but an OS issue. He also stated that the instructions Hardware Tech Support gave to reload the system were incorrect. He said I needed a Recovery Disk. He then transferred me to Hardware Support again.

The first guy, Jacob, said I had to go through the diagnostics again and hung up on me. I spoke with John and told me he’d get on the my laptop and do the recovery now. Needless to say, I said no because I needed to backup the system first. He emailed me the instructions. and told me I needed to speak with Customer Care about my experience. He transferred me to Customer Care.

Spoke with Sohit at Customer Care. He said that he cannot do anything and that I need to speak to someone at Tech Support. He told me that the manager at Tech Support can approve a replacement laptop and that I should ask for a manager immediately.

Finally got hold of Tech Support and spoke with Tony. I asked to speak with a manager and he refused. I repeatedly asked him to send me to a manager and continually refused. I asked if he could approve a replacement laptop. He said no. I asked if his manager could approve a replacement laptop. He said yest but still refused to forward me to his manager. I explained everything, yet again, and told him that I believe the problem is the hard drive, memory, USB ports, or the motherboard. He said that I was probably correct. He put me on hold for 10 minutes and told me that they would not replace the laptop, only the parts. He also told me that they would replace the parts that I determined to be the issue since that probably was the case. I told him that this was unacceptable and I wanted to speak with his manager. He kept repeating the same thing over and over again about replacing the parts and, after almost an hour, sent me to his manager.

I spoke with Claire who gave me the same runaround and refused to replace the laptop. After about 10 minutes, she transferred me to her manager, Lisa.

Lisa also refused to approve a replacement laptop. When I told her that this was unacceptable and because of all of the issues I’ve been having with this laptop, that was the least she could do. On at least five or six times, she repeated the policy that she had to, supposedly, adhere to. She refused to replace the laptop. After five minutes of silence she said she would see what she could do. She transferred me to Aldo who immediately transferred me to Mark, the Operations Manager.

Mark basically said the same thing and refused to replace the laptop even though there are ways to override the system. He also repeated the same things trying to sound understanding but was mostly irritating. No resolution thus far.

So, after spending 4 1/2 hours on the phone, nothing got resolved. My wife’s laptop is not fixed and the only thing Tech Support is doing is sending me a box.

My wife is a die-hard Dell customer but, after this fiasco, wants to buy ANY computer but a Dell. For anyone that knows my wife, she sticks with a company almost always if she’s satisfied. She even convinced me purchase a Dell when I was ready but, now, I will go with someone else.

Dell’s Tech Support used to be second to none but has really proved to be totally inept now. They would rather lose lifetime customers in order to make a few bucks. It’s really sad to see how Dell has deteriorated. I doubt if anyone will do anything about this issue. This comment will probably go nowhere, just like Tech Support.

Regards,

Rich
Very Unsatisfied Customer

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Sokhna August 14, 2014 at 1:21 pm

Sub human treatment by Lisa Rolls Dell’s regional account manager. As I as trying to purchase 10 PC units, she canceled my order on the basis that she could not verify my US identification after upon her request she was sent copies of my drivers license, bank card and legal immigration permanent resident card. Bias and narrow minded and too lazy to do the job. She went to the extend of sending my a fake order confirmation and shipping record while my bank says the order was never processed. By now dell should be accustomed with different accents and names as she commented on them upon initial phone contact.

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Linda Richelson August 12, 2014 at 3:58 pm

Imagine my disappointment seeing so many complaints about Dell Customer Service. I am on my second hour – today!- with someone named Bernard who has been useless. We bought a service plan, had several reps to the house and the last one broke the laptop. We were told to send it in to Dell. They have now accused us of breaking it and said they will send it back broken. This is a travesty. I need a call immediately. I have wasted over 4 hours on the phone with this ineffective organization. I can be reached at 603-785-XXXX.

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Trina August 12, 2014 at 3:44 am

I wish I had read these comments before I bought my DELL JUNK – I bought mine from the gentleman on QVC in December I only had this for 6 months and haven’t used it much. One day I starting noticing spots on the screen in various area middle, top, side they were spreading and getting bigger everyday. Called Dell they said no problem send it back and we will fix it. Wow I was impressed and there was were it ended, now to the nightmare. I got a call they will not fix it because I spilled something on the screen, I told him that was a LIE and wanted to try to communicate with someone in English, no surprise Dell does not have anyone that speaks English – SHAME ON YOU! He also said something was spilled on the screen and for a charge they would fix it WHAT I did not spill anything on my screen so I wanted him to prove it to me what kind of liquid was on the screen. Second excuse he said it was the liquid crystals on the screen breaking down- well I didn’t build the computer and it must be an inferior product. Now to the third excuse for not repairing the computer I must have stacked things on top and could crack – CRACK where did that come from I never mention that word. Well I got on the QVC website and wrote a review warning future customers not to buy this product and how I was treated at least QVC reaches 15 to 20 million homes this is the best warning I can give. Stay away from this product First time buyer last time buyer. People did warn me I should have listen
PS I DO NOT LIKE SPEAKING TO NON-ENGLISH REPRESENTATIVES!!!!!!!!!!!!

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Anthony Vogel August 11, 2014 at 5:30 am

Michael Saul Dell,

In the interests of time please reference your email account number 688309961 to me dated 8/10/2014 regarding my gross dissatisfaction with anything to do with Dell’s customer service department.

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SHB August 9, 2014 at 5:32 pm

My daughter is on the phone now entering the THIRD HOUR of tech support! this laptop has caused her nothing but grief, and after tens upon tens of hours on the phone, your support people have not figured out what the problem is, nor suggested a replacement, which was part of our paid-extra-for extended warranty

College starts in two weeks, and I would appreciate your assistance with coming to a mutually beneficial resolution to this problem.

I can be reached at 908-310-xxxx, and you have my email.

Kindly direct your immediate attention to this matter.

Thank you.

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Rolando Cavazos August 9, 2014 at 4:23 am

I am not a customer yet, and I doubt I will be based on what I’ve been through with your AlienWare sales staff. I was a potential customer that was willing to spend upwards of 6k for one of your computers. NO MORE.
Reason: I chatted a few days with with a sales person named Charmaine Eunice Lloyd. I requested a couple of quotes. She did a good job and sent me the quotes promptly.
Later this day, after I reviewed the quotes, I got back on line and chatted with a sales person named Ramon Alcala (chat transcripts attached to bottom of this complaint.) Mr. Alcala insisted he would send me a new quote for the computer I wanted to order. (we were on chat for about two hours as I explained, in detail, what changes I wanted to make. Two hours after we ended the chat I had not yet received the revised copy of the quote. I got back on the chat line and contacted salesman Peter D. who informed me there was no revise quote. Unable to resolve the issue, I requested to speak to a supervisor. I was handed over to Jeffrey C, who identified himself as a supervisor. As I was about to end the chat due to non-action, Mr. C informed me that Mr. Alcala claimed he had sent me the revised quote. (I had my email open at the time.) As soon as Supervisor said that to me, I received the supposed revised quote. I got off chat and reviewed the quote that Mr. Alcala sent. It was TOTALLY WRONG. I got back on the chat line and requested, again to speak to a supervisor. This time I was chatting with Kenneth, B. I insisted to speak to a supervisor. This person ended the chat session. He did not allow me to chat with a supervisor. I then got a phone call from number 214-446-9820 and spoke to a man who identified himself as a supervisor. He did not sound like a supervisor. He told me to send a copy of the transcripts to him at us_dhs_chat_reply@dell.com, and that he would review them and make the changes. I asked him to call me back as soon as he received the information from me that he requested. I waited for a prolonged period of time. When I realized this supposed supervisor was not calling me back to confirm he had received the information I sent him,I called the number aforementioned. To my surprise, it is not a working number. I will be attaching the transcripts so you, as a company, can address this issue. You have lost me as a customer and I’ll make dang sure that non of my friends buys anything from you. Thank you. If you’d like you may call me at; 806-445-7823. PLEASE READ THE TRANSCRIPTS!! I am not a customer yet, and I doubt I will be based on what I’ve been through with your AlienWare sales staff. I was a potential customer that was willing to spend upwards of 6k for one of your computers. NO MORE.
Reason: I chatted a few days with with a sales person named Charmaine Eunice Lloyd. I requested a couple of quotes. She did a good job and sent me the quotes promptly.
Later this day, after I reviewed the quotes, I got back on line and chatted with a sales person named Ramon Alcala (chat transcripts attached to bottom of this complaint.) Mr. Alcala insisted he would send me a new quote for the computer I wanted to order. (we were on chat for about two hours as I explained, in detail, what changes I wanted to make. Two hours after we ended the chat I had not yet received the revised copy of the quote. I got back on the chat line and contacted salesman Peter D. who informed me there was no revise quote. Unable to resolve the issue, I requested to speak to a supervisor. I was handed over to Jeffrey C, who identified himself as a supervisor. As I was about to end the chat due to non-action, Mr. C informed me that Mr. Alcala claimed he had sent me the revised quote. (I had my email open at the time.) As soon as Supervisor said that to me, I received the supposed revised quote. I got off chat and reviewed the quote that Mr. Alcala sent. It was TOTALLY WRONG. I got back on the chat line and requested, again to speak to a supervisor. This time I was chatting with Kenneth, B. I insisted to speak to a supervisor. This person ended the chat session. He did not allow me to chat with a supervisor. I then got a phone call from number 214-446-9820 and spoke to a man who identified himself as a supervisor. He did not sound like a supervisor. He told me to send a copy of the transcripts to him at us_dhs_chat_reply@dell.com, and that he would review them and make the changes. I asked him to call me back as soon as he received the information from me that he requested. I waited for a prolonged period of time. When I realized this supposed supervisor was not calling me back to confirm he had received the information I sent him,I called the number aforementioned. To my surprise, it is not a working number.

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Terrie August 4, 2014 at 10:53 pm

Dear Mr. Felice:

This is my final attempt to reach someone at Dell regarding an issue we are having with our brand new Dell computer.

Our computer came pre-loaded with Malwarebytes Anti-Malware software. It does not function properly. It continues to display in the bottom right corner of the screen telling us the database is out of date. We have selected the update feature – NOTHING. We have tried closing it – NOTHING. We have tried removing it through the add/remove software programs – NOTHING. What do we need to do to get this removed? I absolutely refuse to pay $89 for software technical support when it is not something that I installed. It is something YOU did and I expect YOU to fix it.

I have already invested over 2 hours and 7 phone calls trying to reach someone who can help me. Each and every time I get put on hold, transferred numerous times, and sent in circles. I have asked to speak with a supervisor and been put on hold for over 15 minutes – at which time I finally hung up. How do I get to speak to someone whose first language is English? I have repeatedly asked them to talk to someone at the corporate headquarters and have been told they are a call center and don’t have any phone numbers. Do you truly not have phones in your offices at Dell?

It would be nice to be able to talk to someone at Dell who can help me since this will be your last chance at retaining a customer, but I won’t hold my breath.

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