Recently active topics in Dell tagged with customer service

Return problems -
I am eligible for a full return - I got my laptop slightly over one week ago and I have been trying since Tuesday (it being Friday now) to get the return arranged. Every time I have called, they tell me that someone will be calling me back to arrange the return.
I have waited the 24-48 hours for someone to call and NO ONE HAS CALLED. This is exactly what happened with tech support when I was trying to fix the computer, rather than simply returning it. No one called back, not even in 24-48 hours.
Are they going to wait until my 30 days are up and then tell me I can't return it?
Please help! I want to return this ASAP and I shouldn't have to wait for a sales rep to call me back for a week. I am in Canada, if that changes anything.

Dell XPS Inspiron Laptop- 2 Motherboards within 6months. Wireless Card Never worked from day 1. Poor customer service. I called the first week to report the wireless card wasn't..Did they offer to fix it.. NO. Called a few months later and my motherboard was shot. I had to send it in and have it replaced and I asked them to fix the wireless card as well. Ok fixed the motherboard but wireless card still does NOT work. Now 2 months pass as I'm still irritated the wireless (the whole point in having a laptop) doesnt work my mother board dies again. I call tech support at dell and I am told that its my problem and i would have to pay over $400 to fix the issue. I don't see how this is my responisbility to pay. So i said i wouldn't and im told to have a nice day. So Ive been sold a lemon laptop. The thing hasnt worked correctly since day one. Ive asked them the life expectancy for their laptops and the tech is like on average 5+years and i asked why mine died at the age of 6 months and 2months and he remained speechless. So point being dell sells lemon computers and then refuses to replace them or even do anything about it. Not to meantion just with the last call to then on attempting to get it fixed/replaced i spent over 3 hours on the phone being transfered back and forth and they were about to transfer me right back to the original person i began with and i had to demand to speak with a manager or anyone in charge. I cant make this seem as rude while your just reading this but over the phone its very rude how its said the customer service personelle i talked with before management could only tell me "Well let me tell you this, its going to cost you to repair this laptop" then a few seconds would pass and id get "Well Mam let me tell you this its still going to cost you" Everything this woman said was in a very rude way and always started with well let me tell you this. Very rude. And I did an average i was being transfered at least every 5 minutes and on hold for at least 15 minutes each time. I remember speaking with 7 people before management alone and i ended up being transfered several times after that as well. All with the same result. NOTHING. Dell refuses to do anything about the broken laptop that is now a paper weight. Not to meantion emailing dell customer services or tech support goes ignored even after numerous attempts at that before calling. So go with dell if you want to buy a very expensive paper weight. But as for me I spent around $2000 to have a laptop for 6months and then for it to become a paper weight. Dell sells lemons and I will never buy any dell products again. The have horrible services and horrible people working for them.

I bought a Dell Battery for my XPS M140 because the one i got with my new computer had a 10 month shelf life! So on the 30th of June 2008 I made the purchase. I also purchased the next day delivery option which did not help at all. I went on vacation on the 4th of July 2008 to stay overseas. I informed my neighbor that a package might show up and my mother in law so they could keep an eye out. After I got back which was more then 21 days since I made the order Dell told me "too bad you didn't call before your 21 days expired from the day you ordered the battery, now we can't help you." We have exhausted every means of resources we know to get us to a manager that can understand our problem but no one in India can transfer us to the US or to anyone that can help. We are currently asking to speak to the Legal department but every time they transfer me it says "extension 0000 does not exist." Furthermore after the 3rd time that happened I asked specifically for the number not to be transferred but once again "extension 0000 does not exist" happened again. I want to speak to someone that can help me get to a solution. Does anybody here have their legal department number or any info that could help me? You can contact me at apliessi@gmail.com Thank you

I recently ordered a Dell XPS pc, 22" monitor, keyboard and video game from Dell. The monitor arrived within a few days at my home address, but the PC was shipped to someone with a similar name to me in a town 30 miles away. When I realized Dell had made a mistake, I immediately called customer service hoping they could divert the shipment to the proper addy. When the CS rep answered, she told me the servers were down for routine maint. and to call back in 3 hours. 41/2 hours later I called back and received the same message from the same lady.I then emailed customer service with my problem. THe next day, I tried calling CS again, and once again I was told the severs were dwn (hope they weren't Dell servers) and to call back in 3 hours. I called again that afternoon and was told the same thing. Long story short, it took 3 days to get an email response back from CS; I was never able to get past the "call back in 3 hours" receptionist at what I assume was your Calcutta CS. Loing story short, I called the person who my PC was scheduled to be shipped to and explained the issue. I then took my one day off this week and made the 60 mile round trip to pick up my shipment. Since I don't have another day off for a week, I haven't had a chance to get my new XPS out of the box. I used to be a fan of Dell; in fact, I'm typing this message on my Inspiron E1705. My XPS is the 3rd computer I've purchased from Dell, not to mention numerous other items like external drives, Cannon Rebel XTI camera, etc. I will never purchase from this company again. I was never offered a discount for my trouble, or a gift certificate, or anything to compensate me for my trouble. In fact, I may send my XPS back upopened and get an HP like many people advised me to. Also, I am on the technology board of my school system and I plan to lobby hard for a switch to HP (we now have Dell) because frankly, I think this company is on the decline. Why can't Dell treat us right?

Dell refuses to exchange my wireless network card because it's outside their 21-day return policy but it's Dell's mistake!

NEVER ORDER DELL i ordered a computer and it was delayed twice making it too late for me to go to college with.it I also ordered a printer to go with it. They shipped the primter first, i have cancel my computer order it put the printer over days by 1 day. they told me they could not help me and would not give me a manager I recieved the printer no more then 21 days ago. Nlow i don't even know if the printer works!! Customer service is rude

I recently purchased a laptop for Dell Outlet. The company shipped me an empty box. My laptop was probably stolen by someone at DHL. Dell picked the shipper and doesn't give the customer any choice in the matter. To resolve the situation Dell says it can ship another unit in 8 days. That has since been extended to 16 days because the three people I spoke to a Dell were wrong and should have told me 16 days from the beginning. I wrote to the company on day 12 when I found this out and on day 13 they responded and said they would try to expidite the order. So now three weeks after I PAID for the unit I still do not have one. I guess if you buy a refurb unit you get refurb service too! I am still waiting for my unit. Why I am being punished I do not know. If dell contracts with unreliable shippers, knowing their bad reputations, why are Dell customers made to suffer unreasonable amounts of time before getting the units they pay for? Order 401430438

I have an Dell E1505 laptop computer on which I purchased an extended warranty. Recently the amber battery light has begun blinking. I was informed by a Dell customer resolution representative that the battery needs to be replaced and it is not included in the extended warranty. Neither the representative (nor the two representatives I spoke to before this issue was sent to the escalation department) could show me where the extended warranty excludes batteries. He read a battery warranty paragraph that states that the battery has a 1 year limited warranty and stated that this implies exclusion from the extended warranty. Since all Dell hardware has only a 1 year warranty and is subsequently covered by the extended warranty, why would the customer reasonably be expected to assume that the battery would not be covered by the extended warranty given that there is no express exclusion clause in the extended warranty. The representative could (or would) not give me the phone number for his supervisor and told me that my only recourse was to contact the Dell Legal Department however he could give me no phone number for the legal department either. Is this an example of Dell's deteriorating customer service?

"I'm mad as hell and I don't want to take it anymore"! I paid my account in full the end of last year. I updated my personal information on the Dell Financial website where I had a message to contact customer service. When I contacted customer service they updated my personal information and informed me that I needed to speak to someone in the Verification Department. Needless to say, the Verification Department was unable to verify my identity. They didn't seem to care about my identity when I was making my payments on time and paying off my account...i might add that it is the very same identity that I've had for the past 41 years. The very same identity that allowed me to serve my country for over 13 years, and the very same identity that qualified me for a top secret security clearance while on active duty.

I asked the customer service representative to speak to a supervisor, she placed me on hold...there I sat for an hour, no one ever came to the phone. I called back the next day, the main customer service number, they had to transfer me to the verification department, and again, on hold, and no one answered. That is great customer service! I definitely plan on spending my money else where which is unfortunate because I like Dell products, but I like to give my money to a company that appreciates it.

Can not get Dell to fix fans on my computer. Sent tech yesterday with 2 fans that did not work. Tech unable to verify that new fans fixed the problem. Spent 42 minutes on hold. E-mail from Dell unclear as to what to do next. Have spent hours trying to fix computer that now is unusable from overheating and sounds like truck

my dell inspiron 2200 will not hold a charge i have had 3 adapters i get an orange flickering no one has called me back im getting a new laptop and it wont be a dell customer service is bad!!!

my computer in not recognizing anything I plug in to a USB port

I purchased a multi-function Dell printer for my solo physician practice. My main concern with utilizing a Dell printer/fax/copier as opposed to a brand from a local vender with local service (ie Ricoh or Minolta) was timely service as this would be the only fax/copier/scanner in my busy office. However, the salesman reassured me that if I upgraded my warranty to “next business day on-site” he would guarantee me a technician in my office within one day to fix the problem. After a long discussion of this issue I paid and extra $249 for this level of service, as I knew if the machine broke I wouldn’t have time during a busy day to talk to telephone support and because he reassured me that the machine would always be fixed on-site within one business day.

My Dell printer/fax/copier broke on 5/12/08. I called Dell Support at 1130 a.m. on 5/12/2008 and requested a technician on-site service call the next day. Instead, Dell attempted to diagnose the problem over the telephone (which took quite a bit of my time) and mailed a part. I had to install the part myself (forcing me to take apart the machine and try to fix it myself, which again took a lot of my time) the next day, but unfortunately it did not correct the problem. I would have expected Dell to send a technician that day (24 hours after the problem was reported). However, Dell said they could only send a technician the NEXT business day (now TWO business days after reporting issue). When the technician arrived the second business day, he had neither the parts nor the equipment to fix the problem. He actually had to borrow my very expensive, very delicate, and sterilized surgical tools to try to fix the printer. He reported that he could not fix the problem and would have to order another part which would arrive in 1-2 days. As this would be 4-5 days after the problem was reported (and I expected NEXT business day) I found this to be unacceptable and requested a replacement. Dell Cusomter Service initially refused to replace the machine, but after talking to the manager and relaying that I had already been without a fax for three days he relented and agreed to send a replacement overnight. The replacement arrived broken and the replacement of that replacement was delayed for almost two weeks. I was left without a printer/fax/copier for over two weeks! Certainly not the "next business day on-site" service I paid for. In the meantime I had to purchase a replacement fax machine for $170 while I waited for a functioning Dell machine.

I do not believe I received the "next business day on-site" service I paid for. The technician did not arrive until the second business day, and did not feel that he could actually repair the problem for 4-5 days. A product is only as good as its support. I had expressed this concern with the Dell salesman when I initially bought all new computers and printers for my office. He assured me that "next business day on-site" meant exactly that; a technician would be at my office and the problem fixed within one day. That obviously did not happen.

The State of New York Attorney General recently won a multi-million dollar lawsuit against Dell for EXACTLY this same issue. He alleged that Dell charges extra for "next business day on-site" service, then forces the customer to try to fix the problem themselves with phone support and finally does not get a technician out "next business day". These are EXACTLY the issues I faced. Here’s the link to his office regarding the details of the lawsuit:

http://www.oag.state.ny.us/press/2008...

I would like a $249 credit for my worthless warranty "upgrade" and would like Dell to reimburse me $170 for the fax/copy/printer I had to purchase for use during the two weeks my printer was out (this was my only printer/fax/copier for my physician office). Unfortunatley I do not live in NY so I am not eligible for compensation under that settlement. Numerous letters, emails, and phone calls to Dell have not even elicited a response, much less a solution. I would urge others with this problem to do what I did and contact the FTC and their own state's attorney general.

Sorry for the long post.