ComplaintsforDell Inc

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Initial Complaint
09/25/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dell Purchase ID: ************* Purchased On:February 16, 2024 Total (USD): $50.25 Customer Name:******* ****** Email: ************************ Shipping Address: ************************************************** I purchased a keyboard from Dell on February 16, 2024, for $50.25. Dell committed to delivering a fully functional product with expedited shipping. However, the keyboard I received was defective, which has hindered my work performance.After contacting Dell Warranty Support, I was informed the replacement was on backorder until September 24, 2024. I was assured I would receive an update within 48 hours, but it has now been several days, and I have not received any communication regarding the status of the replacement.Despite reaching out multiple times, Dell has not resolved the issue. I have requested a refund and a shipping label to return the defective keyboard, but no action has been taken.This situation has caused significant inconvenience, and I am seeking either a swift replacement or a full refund so I can resolve the problem.
Business response
09/27/2024
Thank you for providing a copy of the customer submission. A ********************** representative, *******, has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at *****************************************
Business response
10/02/2024
BBB Complaint ID: 22337821

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 replacement keyboard shipped 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
Customer response
10/02/2024
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
09/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dell Case#: ********* Original Order#: ********* My Dell system is under warranty and has Pro Support. My GPU stopped working, and Dell refused to replace it because it's from another Dell system. I have replaced many Dell with Dell parts in the past since I have purchased over 200 Dell machines but never ran into this bogus claim of GPU not covered since it's an expensive item compared to other parts like SSD, RAM, etc. They have exchanged for me. Dell always tries to s**** their customers, thinking they are dumb, and always tries to steal people's money.
Business response
09/27/2024
A Dell representative will be assigned to this case and contact the customer to address their concerns.
Business response
10/01/2024
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 the customer and provided a link for the customer hardware warranty terms and conditions. The representative explained the customer will need to put the original GPU in back in to confirm the card is working. It was further explained the requirements if the customer is swamping out parts to make sure they are put back in the original system to receive support. The customer has confirmed he will test and follow up if additional help is needed.
Sincerely,

Advanced Resolution Group
Incident ID: *********
**********************

Customer response
10/01/2024
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
09/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order Date: Jul 21, 2024 Dell Purchase ID: ************* Order Number: ********** Case Number: ********* ***** tracking Number: ************ I purchased this computer from dell on the specified date to be delivered by ***** on 8/5/2024, when I would be at home. They changed the shipment date to over a week earlier, when I was on vacation with no cellular service, so I could not get updates. They tried 3 times over that weekend to deliver and by the time I got back, ***** said they would be shipping back to the sender (Dell). They could not allow me to pick it up and they would not deliver it without a signature per delivery restrictions placed by Dell. Dell said that once they received it, they would send it back to me. I did not wish to deal with this, so I decided to cancel the order and receive a refund.After several conversations with Dell employees saying they had received it and I would be receiving a refund in just a few days, being lied to and placated to get me off the phone, finally an employee at Dell confirmed that they had received it on 08/16/2024 at 11:48 AM, under ***** tracking#************. And I would receive a refund within ***** business days, which it is now well passed. It seems borderline criminal how many times they have made promises of refunding my money, for it not to happen.I have included conversation transcripts from two separate occasions, from Dell support, to show that they have confirmed they have received my computer and would issue a refund, only for it not to happen.
Business response
09/25/2024
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# *********
Dell Technologies

Business response
09/27/2024
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 provided the customer an update regarding the credit memo details that has been credited back to the customers original payment method. We ask that the customer follow up with our representative should there be any further questions regarding this matter at *************************************************************.

Dell considers the issue resolved.

Sincerely,
Advanced Resolution Group
SFDC# 198165455
Dell Technologies
Customer response
10/01/2024
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
09/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a new Dell XPS 9345 from BestBuy on 8/11/24. Within a month of purchase, the trackpad on the computer started to malfunction as well as the speakers. ******* only provides a 15 day return window, so I had to go through Dell as I had a 1 year warranty on the computer.I initially had a technician come out to repair the computer. He attempted a repair on the device, but said that he would recommend that I mail the device into ********************** for further repairs.I mailed my computer to Dell on 8/30/24. It is now 9/16/24, and I still have not received the computer. I have been in touch with Dell's customer service team throughout this period, and they have been incredibly difficult to deal with. Originally, I had a return date of 9/10/24. Then, I was told that parts were on backorder, and that I would not receive my computer until 10/12/24. They have not provided a replacement laptop and have not been accommodating in any manner. I have asked for a replacement laptop as I absolutely require one for work, but all they have done is continue to state that they "understand my concern." Communication with their customer service department has been extremely frustrating. I was eventually told that a senior manager, ***** ******, would manage my case. Last week, she called me and said that she would be overseeing my service repair. She told me that repair parts for my computer were scheduled to arrive on 9/12/24, and that she would follow up. Today, I reached out to ***** again and she told me that parts would be arriving on 9/19. I was not updated on this until I reached out to her. When I did reach out, again, I was told that my concern was appreciated and understood. I have heard this blanket statement multiple times. Each time it is said, no alternative solution is provided.
Business response
09/19/2024
Thank you for providing a copy of the customers submission. ********************** representative ***** has been assigned to this case and has been in contact with the customer. ***** has explained,currently there is a parts availability issue, and has encouraged the customer to wait on the process. ***** has reached out to internal departments for the most accurate updates on the part as well. Dell will continue to support this system per the Terms and Conditions of our Limited Hardware Warranty. We ask the customer to continue to work with *****, who can be reached directly by email at ****************************************
Business response
09/23/2024
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 ***** Sharma reached out to the customer and The system was repaired and returned to the customer. The customer has confirmed no other issues.
We remain available to assist the customer under the terms of *********************** Limited Hardware Warranty.

Sincerely,

Advanced Resolution Group
Incident ID: *********
Dell
Initial Complaint
09/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased: 7/17/24 (Best Buy)Order # BBY01-806950744257 Model: 20AWM16-7025BLK-PUS SKU: ******* Service Tag: 5PMBD14 Dell Case # ********* After 2 months of ownership the laptop failed. Powered off, blacked out and burnt up. I can smell burning wire, I thought it was going to catch on fire. I turned the laptop on & running for only 30 minutes. ****** had any use since purchase. All settings was default. It was in pristine condition. The laptop has been used under normal conditions and has not been subjected to any physical damage or misuse. The internal components of the laptop malfunctioned, rendering it inoperable but Dell customer services keep blaming me at fault cause its accidental therefore not covered. Never explained how this is my fault. Its always pay or we cant help attitudes. They sent me pictures (uploaded supporting documents) & demanded for payment with never any explanation of what Im looking at or how this was caused. I shipped it in perfect condition on the outside with proper packaging & in the picture I see even MORE damage than when I sent it to their techs to review it! Nothing was missing on the laptop and now I can clearly see what seems like a missing piece near the hinge which means they want me to replace the whole LCD panel? Thats how it came was their response. Now I am forced to pay for extra components ? This whole experience was TERRIBLE. I cant trust anyone. I feel I am being scammed. They want me to pay these damages but never promised if this will even fix the issue? I can almost guarantee if I received the laptop after paying, there will be yet ANOTHER problem to deal with more payments. Ill be in the same situation all over again.
Business response
09/17/2024
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. We ask that the customer, if they should have any other questions or concerns regarding this matter to reach out to Arun, who can be reached directly by email at ************************************************
Business response
10/07/2024
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 **** has provided an update the part is due to arrive on October 12th. Due to the time a lotted by the Better Business Bureau we are providing this update. The representative will maintain ownership of the account until it is confirmed that the system is working as designed.
Sincerely,
Advanced Resolution Group
Incident ID: *********
**********************

Customer response
10/08/2024
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
09/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I been having issues with my computer freezing up during gaming, I contacted dell tech support so many times, They had me update the bios install every dame update there is, The issue was the video card i already knew that but it didn't seem to matter to them, They tech an tech out to replace the cpu but that didn't fox the issue, So i tried my friends video card and the issues was no longer there, So i contact dell and again wasting my time asking me to do the same c*** over and over i tried of this and want my video card replaced, Dell asnwer for everything is to update the bios Case number:196050875 Service Tag:J79LW04
Business response
09/17/2024
Thank you for providing a copy of the customers submission. A ********************** representative will soon be assigned to this case, who will contact the customer to address their concerns. ********************** will update the Better Business Bureau upon assignment.
Business response
09/19/2024
Dell representative Kaushik has been assigned to this case. He and the customer have discussed the concerns regarding the Dell Alienware Aurora R16 Tower. The customer has reiterated they believe the video card needs to be replaced and explained again how they came to this conclusion. ******* has authorized an onsite service dispatch to replace the video card. We ask the customer to continue to work with Kaushik,who can be reached directly by email at *****************************************
Business response
09/25/2024
Dear Better Business Bureau,

I am writing on behalf of Dell Inc. in response to the rebuttal filed with your office by the customer. ********************** representative ******* authorized an onsite to replace the motherboard. The representative explained that the windows key is preinjected into the motherboard which usually will activate automatically. The representative requested a key be sent to the customer and followed up and confirmed. The customer stated that they had no further questions or concerns.

Sincerely,
Advanced Resolution Group
Incident ID: #*********
Dell.
Customer response
09/25/2024
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
09/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
September 2nd I purchased an Alienware m18 *** laptop from Dell to use for work. I had to initially wait until the beginning of October for it to be delivered which was understandable, but after it arrived, it didn't last two weeks before the motherboard died and I had to send it back. I don't remember the exact date but looking back at emails they sent me the box to return it in on October 8th and I can be sure I sent it in for repairs no later than the 16th of October. For months I was repeatedly told further and further dates out and repeatedly lied to by the support staff that someone would contact me on specific dates with further details yet no one ever reached out because conveniently those dates they were always closed. It wasn't until January and me having to push complaints further up the ladder until they finally replaced my laptop entirely with one $2000 more expensive, because they couldn't get the original one I had paid for. Since then, I've had ongoing issues including system file corruption, even after multiple clean installs of the operating system. However, hardware diagnostics always came out fine. With my warranty nearing expiration, new error codes for the hard drive and CPU started appearing. Dells Support Assist failed to automatically report the issue so I had to reach out and we were unable to replicate the issues during the chat with support so they left me an email and told me to reply to that email should issues arise and they promised that even after my warranty expired they would honor those issues because I've already reported them. I asked for a transcript of our chat so that I had that in writing and they only sent me the first half of the transcript which didn't include that promise and when i asked for the second half and when i reported the error codes that inevitably returned after a short while, all I got was radio silence even though it was during the standard work week. I believe they are waiting for my warranty to expire.
Business response
09/17/2024
Thank you for a copy of the customers submission. A ********************** representative, ******, has been assigned to the customers complaint and will be attempting to contact them after researching the issue. If the customer needs immediate help, they can contact the representative directly at *******************************************
Business response
10/07/2024
BBB Complaint ID: 22284772

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 had the customers ********************** serviced at the Dell repair depot, returned, and after an operating system reinstall it is functioning correctly. 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 response
10/07/2024
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.
While it is technically early to say if my issues were completely resolved, in this case at least, support was diligent and repaired and sent back my laptop in a more than satisfactory time and manner. Under the assumption that they have in fact resolved the underlying issues with the laptop, I consider this resolved.

Regards,

********* *******
Initial Complaint
09/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed a service call for ***************** for my Aurora R11, Service Req # ********* for $79.00. After several WEEKS, I was informed the motherboard needed to be replaced and I would be charged an additional $249.00. After several more WEEKS, my PC was returned in PIECES. It was unassembled, all the parts old and refurbished were in bags. I paid to have a working PC returned to me. What I got was a case and a pile of loose parts. I've called several times and can not get them to reply to me. I've asked numerous times to speak to a supervisor and not one will call me back. I want my money back and I want my PC to be fixed.
Business response
09/16/2024
Thank you for providing a copy of the customers submission. A ********************** representative will soon be assigned to this case, who will contact the customer to address their concerns. ********************** will update the Better Business Bureau upon assignment.
Business response
09/17/2024
Thank you for providing a copy of the customers submission. ********************** representative ******* has been assigned to this case and he has initiated contact with the customer; in their attempt to address and bring this matter to a reasonable resolution. We ask the customer to continue to work with *******, who can be reached directly by email at ***************************************
Business response
09/19/2024
BBB Complaint ID: ********

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.

********************** representative, ******* has been instrumental in assisting the customer with their inquiries and concerns regarding their Dell Alienware Aurora R11 tower computer received back from the depot dismantled. He apologized to the customer and offered, as a one-time exception,an onsite service dispatch to reinstall the computer components; the customer accepted this offer. On 09/18/2024 the customer sent an email to *******,confirming the onsite service was completed, the system boots up and the customer considers the issue resolved. We appreciate the customer allowing ********************** to address this matter for them. Additionally, we thank the Better Business Bureau for bringing the two parties together.

Sincerely,

Advanced Resolution Services
Incident ID# *********
Dell Technologies
Customer response
09/19/2024
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.
However, I want to add that I think the effort required to reach the one person who could resolve this issue was ridiculous. I hope that Dell uses this incident to improve the quality of their repair work, the supervison by their managers and their response to a customer complaint.
They resolved an issue but lost a customer of over 20 years.
******************** - Thank you for your help. I was not able to get Dell to respond to me until your involvement and it's much apprecitated! You continue to be a professional organization which we can all depend on to do the right thing.

Best of luck,
rrc
Initial Complaint
09/13/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This company has a bunch of clowns working for them. I have submitted several service request for my refund for a laptop. I have refunded nearly 2 months ago, and dell pay/comenity Is still showing that I owe them $215 out of the 3000 and $200 purchase I made. They refunded only $2945. I am now past due and got charged a late fee. I call dell and they tell me to call Comenity and transfer me and disappear from the line and I am stuck. Seriously, these guys are a bunch of incompetent people and I need a resolution to this because my name could end up in the credit bureau. They need to refund me the $215 to the correct dell pay/Comenity account. They need to get in touch with dellpay/comenity To sort this out on their own, as I cannot do it for them. I do not work for dell. I am a customer and they have to get their c*** together. I have created several and I mean several service requests. These are the last two, Service requests ********* and *********. These lazy people will close them out and not fix it.
Business response
09/18/2024
Dear Better Business Bureau,

A Dell representative, Mukesh, 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
10/08/2024
Dear Better Business Bureau,
The Dell representative Mukesh has been in touch with the customer and has been working closely with the finance team. He reached out to the customer to confirm that the *************** team has successfully processed the refund, and a notification letter has been dispatched to him
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.
Customer response
10/08/2024
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
09/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
May 21 2024 I purchased an Alienware laptop from Dell . Com. I have seeked help from Dell tech support for the high temperatures. They have sent out two techs swapping out parts but has not resolved the heat issues. CPU immediately reaches 100+C degrees upon playing a recent release game. First, the tech replaced the entire cooling system, no change. Then the second tech replaced the motherboard only to find the first tech broke a clip and didn't install the thermal pads correctly. The two pads were doubled up on one side with no pad for the other VRM to make contact with the cooling assembly. This has crushed both the pads but the tech used them anyway. I could see they were disformed upon re-assembly as they were stretched out way past the intended location. Contacted Dell again as the original issues remain. They set up a remote session and the agent installed the wrong file and with administrator rights that was downloaded from a pop up ad. I told the agent he didn't download the correct file. They said they would double check but continued forward with installing the malicious program with administrator rights giving them complete and full access to my computer and data. Dell said they removed the program but all was done was clicking remove app in the add/remove program in windows 11. If that was all it took to remove malicious code then noone would have a need for virus protection/removal. After all this, Dell wants me to ship them a brand new laptop to check on their bench what is causing these heat issues. I requested a refund for all items I purchased directly from Dell but they want to charge a restocking fee. I no longer want any computer from Dell after having to go through all of this. I am requesting a FULL refund for all items specific to this company and Dell hardware purchased through their website. Alienware m16 r1 *** laptop $1854.35 (order #**********), thermal pad for SSD $16.49(order #**********), and AC adapter $166.48(order #**********)
Business response
09/11/2024
Thank you for providing a copy of the customers submission. ********************** apologizes for any negative experience the customer may have sustained in this matter. A Dell manager has communicated with the customer on this subject,documenting in our records the temperatures reported by the customer on the gaming system are within the normal threshold for this computer processor. Nonetheless,in the interest of customer satisfaction, the manager has authorized, as a one-time exception the return of the computer along with the associated orders for a full refund. The normal restocking fee has been waived. Dell representative,******* has been assigned to the case and will be the customers point of contact if they should have any questions or concerns during this return process.******* can be reached directly by email at *******************************************************************.
Business response
09/26/2024
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 ******* contacted the customer and waived the restocking fee due to the feedback. The representative has confirmed that the credits have posted and will reflect on his next billing statement.
Sincerely,

Advanced Resolution Group
Incident ID: *********
**********************

Customer response
10/01/2024
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,

****** ******

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