Business Profile

Computer Dealers

Dell Inc

Headquarters

Complaints

This profile includes complaints for Dell Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,398 total complaints in the last 3 years.
839 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Dell Inspiron 15 laptop on 2/4/25. It was delivered on 2/6/25. The laptop has a 1 year warranty.The laptop was for my daughter to do her homework at home (didn't move it anywhere - it was only used at home). Around 7/19/25, my daughter said the screen stopped working. There were some lines on the bottom of the screen but otherwise, nothing was visible, so it couldn't be used. The computer was never dropped or damaged in anyway. It was used on her desk.I contacted Dell to get it repaired since it was still under warranty. They sent me a prepaid box with bubble wrap, and I sent it back to them. They confirmed they received it and diagnosed the problem on 7/25/25. They said the service request was on hold because:"Reason: Our repair center has diagnosed (Damaged) with your system. These repairs are not covered as a part of the warranty. You will be charged a fee for the repairs or you can get the system released from Depot without repairs. Charges for repairs: $227.67+tax (if any)Parts Required- Lcd Screen and Bezel"They asked me if I wanted to proceed. I asked them why it was not covered as it was supposed to be under warranty. They said there was clear accidental damage to the unit and this wasn't covered under warranty. I repeatedly said that it was not accidentally damaged, and I asked for proof of how they would know it was accidentally damaged. For proof, they sent two pictures back with a couple of ? scratches on the surface (enclosed) that they allege prove it was accidentally damaged. The pictures didn't indicate anything to me. I asked to explain the damage, and they just circled them and refused to tell me why they felt it was damaged (it wasn't until I got the unit back, that I could even tell there was damage to the screen. I didn't notice that before, and as far as I know, they might have caused it themselves).Because the cost of the repairs was almost the cost of the unit new, I declined to get it repaired. I received it 8/2/25
Business Response
Date: 08/05/2025
Thank you for providing a copy of the customers submission. A ********************** representative is being assigned to the customers complaint and will be attempting to reach the customer by phone and email.
Business Response
Date: 08/07/2025
BBB Complaint ID: 23694225

Dear Better Business Bureau,

I am writing on behalf of Dell in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customers submission.

A ********************** representative, *******, has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Better Business Bureaus feedback. ******* has explained to the customer that the screen functionality issue is due to physical damage and is not covered under warranty. Should the customer have any additional concerns they can reach out to Dell by phone,email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;

Sincerely,

Advanced Resolution Services
Case ID# *********
********************** Technologies
Customer Answer
Date: 08/10/2025
Complaint: 23694225

I am rejecting this response because: I do not agree with their decision. They continue to stress that the unit was damaged and therefore not covered. I adamantly disagree with their assessment.
While I appreciated the opportunity to speak with their **************************** representative ******* ******, he clearly stated they will not repair it unless I pay the costs. They did offer to waive the labor costs, which at first sounds like a reasonable compromise, but then stated that the cost would still be almost as much as the original unit, and instead I should just consider buying a new unit from them (and also pay for the accidental coverage).
I declined to spend more money on a damaged unit. I have no confidence that the unit will not have future problems that will not be covered.
I do not expect them to change their mind and do not wish to waste more time on this matter, so I consider the matter closed. I would warn anyone who reads this in the future to be careful dealing with Dell. After dealing with this matter, I do not consider them reliable or honorable.
Finally, as an aside, it is very difficult to actually find what the warranty covers. They make it almost impossible to find the information on their website. I'm sure they can say whatever they want to justify not covering the products they sell.
Regards,

****** **
Initial Complaint
Date:08/04/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transaction June 24th 2025 Returned it a few weeks later. Your website says refund was processed and sent but I've seen nothing on my end neither has my cc ************ number;213396082
Business Response
Date: 08/05/2025
Dear Better Business Bureau,

A Dell representative, ******, has contacted the customer and is working with them to reach a reasonable resolution.
Sincerely,
Advanced Resolution Group
SFDC# 213836804
Dell Technologies
Business Response
Date: 08/11/2025
Dear Better Business Bureau,

I am writing on behalf of Dell, in response to the BBB filed with your office by the customer. Our representative, ******, has informed the customer that the refund has been credited back to the customers original payment method. A credit memo number has been sent to the customer. and the customer has confirmed receipt. We ask that the customer follow up with our representative should there be any further questions regarding this matter at ************************************************************************.

Dell considers this matter as resolved.

Sincerely,
Advanced Resolution Group
SFDC# 213836804
Dell Technologies
Customer Answer
Date: 08/12/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *****
Initial Complaint
Date:07/28/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Placed order on June 30th. The product was the Dell Inspiron 14 7445 2-in-1, 8gb, 512 gb, 8640HS. Received multiple notices of delay that included estimated shipping dates that were known to be completely innacurate. After contacting support and discussing for multiple days, they revealed that they do not have the parts for my order and likely never would. Nearly a full month after ordering, I was told that nothing could be done but keep waiting and hope that something works out. This delay cost a great deal of time and money (including purchases made in good faith that I would receive my product) and caused delays in my work. I expect compensation for the time and money I spent on this matter.
Business Response
Date: 07/31/2025
Dear Better Business Bureau,

A Dell representative, ****** has contacted the customer and is working with them to reach a reasonable resolution. If the customer has additional questions during this process, the customer can reach him ************************ via his email at ***************************************************************

Sincerely,
Advanced Resolution Group
Case # *********
Dell Technologies.

Business Response
Date: 08/06/2025
Dear Better Business Bureau,

A Dell representative, ****** has contacted the customer and informed customer that the amount has been credited back into customer account.
********************** considers this as resolved.

Sincerely,
Advanced Resolution Group
Case # *********
Dell Technologies.
Initial Complaint
Date:07/24/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchase 2 Monitors 1 week ago for our business. One of them wasnt working, no power, black screen.Our IT person presented for installation and due to the above issue ( not turning on) couldnt get it installed .I was trying to contact customer service on July, 22. after several attempts and spending about 1 h finally got respresantive who was located in a different country and provided me with not existing phone number just to get me off the phone.On July, 23 I once again was trying to contact customer service since we need to resolved this issue. After spending 2 h on a phone from 4:30-6:30 and being footballing to about 5 different representative who are located in *****, this time I landed in *********** with representatives ***** ( supposed ****** who wouldnt listen at all to my concerns but wanted troubleshoot computer monitor that has no power and not turning on She spoke very condescending and instead of being helpful and respectful started coming up with some unbelievable tasks for me to complete. When I asked for manager she would not connect but said you have to sep-up an appointment time. I am a Dell customer for 20 years and what used to be a reputable company ended up outsourcing its customer service, support and equipment. Everything is manufactured in *****, quality and reliability is way down. All we want to do :defected monitor to be replaced with working ASAP, since we are undergoing project that was placed on hold. Dell Support: Case Number ********* from ****** [ thread::g-MiySRAKJCcHRRCbdalrz0:: ]
Business Response
Date: 07/25/2025
Thank you for providing a copy of the customers submission. A ********************** representative is being assigned to the customers complaint and will be attempting to reach the customer by phone and email.
Business Response
Date: 08/05/2025
BBB Complaint ID: 23645961

Dear Better Business Bureau,

I am writing on behalf of Dell in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customers submission.

The customers monitor has been replaced with an exchange. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;

Sincerely,

Advanced Resolution Services
Case ID# *********
********************** Technologies
Initial Complaint
Date:07/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint against Dell Inc. for refusing to honor a valid hardware warranty and for the unprofessional, obstructive conduct of multiple customer service representatives and supervisors.I purchased a brand-new Dell laptop from a major retail store on August 5, 2024, and the device is still under the 1-year manufacturers warranty. Despite this, Dells technical support and customer service teams have refused to replace the faulty internal battery, falsely claiming the device is out of warranty based on internal records showing a different origin allegedly a college system that had the device two years prior. That information is irrelevant and incorrect, as I am the lawful owner and purchaser, and I have provided Dell with a valid dated purchase receipt showing the retail sale was under one year ago.I attempted to resolve this matter through Dell Premium Tech Support. The technician, B. Sri *********** (Dell ID ********, admitted that my case was outside her scope, refused to escalate it to anyone with actual authority, and denied my request to be connected with the Executive Resolution Team. I explained repeatedly that I had proof of purchase, and the support agent still would not provide a solution, instead ending the call without resolution.I have now submitted a formal complaint directly to Dells executive team, including the CEO and COO, with full documentation and proof of purchase. However, this complaint is also being filed with the BBB to establish a public and formal record of Dells refusal to honor warranty coverage, lack of proper escalation, and failure to provide adequate customer service. I am requesting that ********************************** replace the defective battery and battery cable under warranty Correct the warranty information attached to my Service Tag (VN0WN25HCMV0044I036B)Case:213197075 Work order:461229154 Service tag:7T4DVW3
Business Response
Date: 07/25/2025
Thank you for providing a copy of the customers submission. *********************** representative, ******, has been assigned to this case and he has been in contact with the customer. ****** apologized to the customer for the negative experience and has contacted our internal team to have the warranty information corrected.He has also arranged an onsite service call to replace the battery and battery cable. We ask the customer to continue to work with ******, who can be reached directly by email at *************************************** until this matter is resolved.
Business Response
Date: 07/30/2025
Dear Better Business Bureau,

Thank you for providing a copy of the customers submission. I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer. ********************** representative ****** ***** reached out to the customer and had the retail registration processed and warranty date updated. ****** also set up a repair dispatch and confirmed with the customer that all issues are now resolved.

Sincerely,

Advanced Resolution Group
Incident ***********
**********************
Initial Complaint
Date:07/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The transaction date was July 8, 2025, against Dell, **** The amount was $311. I was sold a two (2)-year warranty for my computer. I did not want the warranty and had called for the express purpose of relaying this information. However, due to the high-pressure tactics of the salesperson who answered the phone, I did buy a warranty. As soon as I hung up, I thought, "Why did I do that?" So I sent them an email. I called them and then sent yet another email. I have not had any response from Dell indicating their willingness to issue a refund or even communicate with me. Therefore, I am filing this complaint with the Better Business Bureau, in hopes of resolving this issue in a positive manner.,
Business Response
Date: 07/25/2025
Dear Better Business Bureau,

A Dell representative, ****** has contacted the customer and is working with them to reach a reasonable resolution. If the customer has additional questions during this process, the customer can reach him ************************ via his email at ***************************************************************

Sincerely,
Advanced Resolution Group
Case # *********
Dell Technologies.

Business Response
Date: 07/29/2025
Dear Better Business Bureau,

A Dell representative, ******, contacted the customer and informed them that the amount has been credited back to their account, and also shared the credit details
Dell considers this as resolved.

Sincerely,
Advanced Resolution Group
Case # *********
Dell Technologies.
Customer Answer
Date: 08/04/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*** ******
Initial Complaint
Date:07/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Dell AW3423DW monitor less than two years ago, few days ago the bearings on the G-SYNC fan went bad and it has started to make a rattling sound. I reached out to Dell support and followed the instructions ************************************************************************************************************************** Video showing noise coming from monitor: **************************** after reaching out to Dell via GHN (Get Help Now) as instructed ************************************************************************************************************************** after an hour, they just told me this is by design... which is absolutely ridiculous. Service Tag: DBVL2K3 Dell *** I talked to: Saket from the Dell ************ team
Business Response
Date: 07/24/2025
Thank you for providing a copy of the customerssubmission. A Dell representative will be assigned to the case and will be contacting the customer.
Business Response
Date: 07/29/2025
BBB Complaint ID: 23636590

Dear Better Business Bureau,

I am writing on behalf of Dell in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customers submission.

A ********************** representative, *******, has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Better Business Bureaus feedback. ******* acknowledged the customer's frustration and initiative in replacing the stock fan with an aftermarket unit. Clarified that the replacement offer was made in good faith under warranty policy, not as a favor, and respected the customer's decision to decline it. Confirmed that feedback regarding noise levels and component quality would be shared internally. Reaffirmed the value of customer input in improving product and service standards. Closed case since customer decided to opt out of the Exchange stating he has replaced the fan himself. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;

Sincerely,

Advanced Resolution Services
Case ID# *********
********************** Technologies
Initial Complaint
Date:07/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 12, 2025, I purchased a Dell laptop for our business. From the moment it arrived, the machine has been defective. It consistently crashes, and the mouse trackpad was completely non-functional.I filed a warranty claim, and Dell sent a technician to my location. After spending over five hours attempting repairs, the technician informed me that the laptop has multiple internal hardware issues and could not be fixed onsite. I was then told the only option was to ship the device back to **********************, wait for it to be repaired, which could take weeks, and then wait again for it to be returned.This situation is completely unacceptable for a business. This computer is the only system we use to operate, and we cannot afford to be without it for an extended period of time due to a product that arrived defective from the start.I want to be clear: I am not asking for compensation or even a refund. I am simply requesting to return this laptop for Dell credit, which I will immediately use to purchase a different system. We need a reliable computer now, not in several weeks.
Business Response
Date: 07/25/2025
Thank you for providing a copy of the customers submission. A ********************** representative is being assigned to the customers complaint and will be attempting to reach the customer by phone and email.
Business Response
Date: 08/05/2025
BBB Complaint ID: 23633075

Dear Better Business Bureau,

I am writing on behalf of Dell in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customers submission.

A ********************** representative, ****, has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Better Business Bureaus feedback. **** has assisted in having the customers ********************** serviced at the Dell Repair Depot and it has been returned. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;

Sincerely,

Advanced Resolution Services
Case ID# *********
********************** Technologies
Initial Complaint
Date:07/23/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a PC from Dell on 9 July 2025. Dell shipped the computer via ***** and delivery was made to a person named NAGELA on 11 July 2025, not me. The package is stolen and Dell is refusing to reimburse or refund the funds. Attached is the ***** proof of delivery signed by someone named NANGELA and a police report from the ********************************** explaining the theft. I have emailed these documents to Dell and have yet to receive a reaponse.
Business Response
Date: 07/24/2025
Dear Better Business Bureau,

A Dell representative, ******, has contacted the customer and is working with them to reach a reasonable resolution.
Sincerely,
Advanced Resolution Group
SFDC# 213289031
Dell Technologies
Customer Answer
Date: 07/25/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

********* ****
Initial Complaint
Date:07/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 28, 2025, my Dell Inspiron 14 7445 2-in-1 (Service Tag: 45MQN54) stopped working. Dell Support agent ****** confirmed the laptop would be repaired and returned within 710 business days if I shipped it. I sent the laptop immediately.Dell received the system on July 4, 2025. However, they failed to meet the timeline and kept pushing the ***. As of now, the repair is still not completed, with a new ETA of August 9 more than 40 days without a working system.I work full-time from home and clearly told Dell support that I depend on this system daily. After the promised repair period ended and Dell still had no resolution or backup option, I was forced to rent a temporary laptop. Dell refused to provide a loaner or reimburse me despite the clear delay and hardship caused.I have spent $649.75 in rental fees as of July 22, 2025 and this amount continues to grow. I am only requesting reimbursement for the days after Dell failed to return the laptop within their promised timeframe. I have email documentation and proof of payment.I also had to deal with 5 different agents, explain the same story repeatedly, and still got no follow-up. I am seeking a fair resolution.
Business Response
Date: 07/24/2025
Thank you for providing a copy of the customers submission. A ********************** representative is being assigned to the customers complaint and will be attempting to reach the customer by phone and email.
Business Response
Date: 07/30/2025
BBB Complaint ID: 23629729

Dear Better Business Bureau,

I am writing on behalf of Dell in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customers submission.

A ********************** representative, *******, has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Better Business Bureaus feedback. ******* has assisted in having the customers ********************** repaired at the depot and returned to him. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;

Sincerely,

Advanced Resolution Services
Case ID# *********
********************** Technologies

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