Nicholas S Qdw

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Two machines, won't work, FREEZE UP, no reliable replacement made

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Dell - Two machines, won't work, FREEZE UP, no reliable replacement made

Dell computer An EXPERIENCE from the NETHERWORLD

Precision 3450 SFF BTX BASE

This is a micro tower machine.

Id like to post my service experience with this.

Two identical machines, bought in July and August 2021.

Within two months, they started to FREEZE randomly (no mouse ability, no keyboard ability, no CTL-ALT-DEL ability), requiring power down, and restart, and sometimes recovery.

I started service request with Dell.

I have about 40 years experience with computers, have built them in the past, so I tried to work with support do do various diagnostics.

That turned into

Multiple reloads of factory image

Multiple reloads of Windows 10 pro

Multiple repeated sequence of all the required updates, both Dell and Microsoft Windows.

A RETURN of both machines for factory evaluation.

One machine was returned with just operating system reinstalled

One macihne was returned with main logic board replaced.

the one with main logic board, restarted it, and again FROZE.

Same sequence, multiple freezes, etc.

Finally dell agreed to swap the machine.

Swapped the machine, just received it back, and within two hours it FROZE (approx. march 7 2022).

AMD card despite being installed, does NOT SHOW UP in device drivers.

Dell support is again saying I have to go through diagnostics, etc, as it is beyond any time to refund this.

SO FAR, we have 81 (eighty one) hours of phone time (I assist my sister, two hours away, in setting up her machines.)

I have at least 148 (one hundred forty eight) PRIMARY posts in the support thread, with initial support (that does not count the TIME to type up detailed responses, and the re-replies of support, or me).

Here is Michael Dells corporate mission, upon resuming control of the company, in year 2013

--------------------------------------

Focus on serving customers

Our focus remains squarely on our customers, creating value in their lives and for their organizations.

We will continue to deliver a best-in-class customer experience and our top priority is to ensure that customers needs are met.

---------------------------------------

We have logged this with Better Business Bureau. (still ongoing).

I have also sent a priority mail box with the full issue, to Michael Dells corporate headquarters in Texas.

Id like to know if

EIGHTY ONE HOURS of diagnostic phone calls

And

ONE HUNDRED FORTY EIGHT support interactions

Is how a company focuses on serving customers.

And the FREEZING in this model (maybe others??) is not unique; another post, in my initial thread on dell, had another user who got two machines, had freezing issues, and she immediately notified dell, and they REPLACED the machines.

So, anyway, wanted to post this, so others can see what you might run into, if you get a Dell machine, if it runs into issues, you may want to IMMEDIATELY request refund or replacement, because if the issue continues, you may run into my scenario above.

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Loss:
$1300
Pros:
  • Read my issue
Cons:
  • Read my issue

Preferred solution: see service tags and escalated tech support, not resolved, i can provide the names of tech contacts, if dell wishes, but they should have this in their system, nicholas spagnola and sandra hopkins

User's recommendation: return any defective device immediately for refund

Sharon O Bii

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Verified Reviewer
| map-marker Lake Charles, Louisiana

Communication Issues

Purchased a Dell All-in-One computer August 9, 2021. I found out today my internet card is not working. I have 2 business days to get the information I need to find out if this is covered in the Dell warranty. After 3 calls today, I am no nearer to learning that information than before. The reason for that is that the support is in India and I'm sorry but I CAN'T UNDERSTAND THEM!! Then he had the audacity to ask me if I was from the United States!!! As much as I like Dell computers, I will never buy another because we can't get support when we need it.
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Loss:
$717

Preferred solution: Information on Warranty

User's recommendation: Never!!

1 comment
Guest

they outsource to india the call reps who are nothing but script readers its a miracle if they actually help dont fall for the remote access to fix anything

Walter M Str

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| map-marker Roslindale, Massachusetts

Tech Support

My mistake was to contact Dell Support from India. Big mistake from the start.

People do NOT speak English. If they do, very hard to understand for they speak fast and their accent do not help. Had a simple issue dealing with "PowerAssist". They took over my pc, fooled around all over the place and were unable to "fix" it.

They informed me that the problem will be forwarded to a higher level of experience. Yeah right! I would get an answer in two to four days. Got a call from Dell India, they took over my pc and fooled around all over the place.

Could not fix the problem. They informed me that they would ship a box for me to return the pc to the factory with a shipping label. I return the box empty and told them that I would have the pc repaired locally by technicians that know what they are doing.

Adios Dell. Never will buy a Dell product again.

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Preferred solution: Apology

User's recommendation: Stay away from Dell

Tejaswi B

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| map-marker Delhi, National Capital Territory Of Delhi

UNSOLVED ISSUE

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Dissapointed in dell services. (URGENT)

So i faced an issue with my 1 year old laptop that it wasnt switching on, being in warranty i raised a complaint and after around a week of chatting on WhatsApp and doing a-lot of tests and diagnosis, an agent from dell visited and announced it was an issue with the motherboard which had to be replaced.

He replaced the motherboard and this took days too but after the motherboard got changed it had an issue of a bit locker key which i never generated and got stuck on that screen. Dell technicians talked to me on chat for hours but none of them were able to fix it. After more days and hours of chatting they suggested to do windows reinstallation. Which they never sent an agent to help me with, even though I wasnt able to do it properly myself cause Im not an engineering professional.

Even after asking them 10 times they simply said we cant send a technician to perform windows reinstallation. Even though this was a task of the dell agent to fix my laptop in the working condition caused the motherboard caused that issue, and he replaced it. But he didnt seemed of any help. Again after hours of chatting nobody helped me with my data backup cause the laptop wasnt even switching on.

They asked me to contact a local it guy and i had to pay him alot too just for the backup of my data which didnt even happen due to the bitlocker issue. My money got wasted too even after spending money in warranty. I am a college design student and alot of my work got hampered cause the data didnt even got backed up and i had to suffer alot of consequences due to it. My assignments, my internships, my designs which were actually made on the very laptop, the contract of work i did with government of india got deleted just in this stupid issue which makes me furious even now.

Moreover the problem didnt ended yet, even after i was able to open the laptop with windows reinstallation I couldnt access my laptop as the bit locker issue was not passed onto my drive and I wasnt able to access it at all. I again contacted a-lot of technical, each day different people with 100s of texts and no one was able to resolve the issue till 10-15 days finally a technician took remote access and regenerated my drive which again caused data loss but atleast i was able to access my laptop and drive. I thought the issue with my laptop was finally resolved after months of waste of time, money and energy chatting each day, but no, the laptop showed many more issues and never worked as it was before the motherboard change. I still wasnt able to use the laptop properly cause now it had new issues like the keypad used to stop functioning suddenly and i had to restart the laptop, the screen got stuck on the dell logo for hours and then again i had to restart.

It showed alot of heating problems and i wasnt even able to use it cause it heated like crazy as soon as i turn it on, all the fans used to switch on and make sounds. So my laptop at this points felt completely ruined and again I wasnt able to work. More days and weeks of customer care WhatsApp that facilities were happening which was 0 help. I was so helpless at last i had to find a dell service center cause none of the people were helping me and i was tired of chatting all day with the dell assistants, its like i had no other thing to do all day.

After asking and begging them several times each day to please visit and resolve the issue they just gave me a bunch of different tests, diagnosis tests, youtube videos, or functions to perform myself which were again no help. They didnt even bothering sending an agent once even after chatting for months after the motherboard change.

At last i had to travel very far to a service center which 1) did not look like a service center it looked like a bunch of people were sitting there and not helping. 2) it was so smelly and god knows how people were sitting there with not even cleaned floors, poor hygiene. 3) they took alot of time and even after telling them the whole story they didnt helped me that now and asked to take the laptop for again diagnosis with what happened to it.

I left my laptop and had to call them 3-4 times before they actually picked up and told me theres an issue with motherboard and dc jack which was very surprising cause the motherboard just got changed and the laptop didnt function properly since then. After pleading them to fix it as soon as possible they didnt provide any update on whats wrong and how long will it take. I had to call them again this morning and ask to talk to a senior manager and tell me whats going on but he wasnt of any help either. He just told that they ordered the parts and no update of when Ill get it back.

The service center i visited was Raghav Computers

C/o Karvy, E-516 first floor, sector-7 Ramphal chowk, Dwarka, New Delhi Delhi IN 110075

981166****

M,T,W,TH,F,S 09:30 am - 06:30 pm

My main concern is i have my college in himachal pradesh, kangra and all this has happened in delhi while i was in my hometown and even then the issue isnt really over.

The service center even isnt helping and Im tired of doing this for months. I have to leave for my college but I dont even have my laptop to take and nobodys telling me when i will get it back. I request you to tell me right now my status of laptop and whats the issue and when will it be fixed cause Im really tired of doing this all day and night.

I have never seen such poor technical support in any of the company and will never in my life buy laptop from dell nor will suggest anyone for the same. If you do not reply with a solution to this mail, i along with my family who has suffered with me all the months am taking this matter to the consumer court cause this is not the way you treat your customers who spend almost a lakh on the stupid laptop which didnt even lasted an year.

Tejaswi batra

965005****

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Cynthia C Tbe
map-marker Henderson, Nevada

My 95 yr old moms dell all in one does not turn on

Dear Mr Dell My mom lives alone in Long Island New York. She lives on her dell pc. I live in Vegas and unable to help her. Today her pc would not turn on. No lights nothing. I did what I could over the phone. I can’t have her carrying it to Best Buy to fix. Please have someone call her and help her. Most important are her photos and personal files. We need to save her hard drive. If you can send someone to pick it up or service it I’ll pay whatever. I’m retired and had spinal surgery and unable to travel. Appreciate your assist. Her name Her address and number: Hedy Esposito 1413 Salisbury Park Drive East Meadow NY 11554 My name is Cynthia Crespo 702 600 ****
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Michael K Gga

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Verified Reviewer
| map-marker Pleasanton, California

Reinstall windows operating system --windows 11was corrupted and computer will not boot up

Technician had me download window 11on an external drive and then disconnected with me before offering further guidance to fix xps890 desktops
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Preferred solution: Let the company propose a solution

Larry F Ktz

Product

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I bought this Alienware in 2014 and spent close to 8,000 for the area 52. I had to have support come out twice and fix it. Then today I look to trade in the machine for credit, and I was told it was worth nothing, and they would recycle it for free. Never again would I buy another Dell and not an Alienware as long as dell owns them.
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Pros:
  • Quality of product

Preferred solution: nothing can resolve this issue as it is word to mouth on your product and how this company stands behind their product. How can we as consumers be charged so much for a product to be told later it has no value.

agnes d Ptc

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Verified Buyer

Defective new computer

Dell - Defective new computer
I bought a new Dell XPS 8940 which freezes randomly. I went to Dell Community to find out what's going on and it seems that I am not the only with that problem and Dell tech support is incapable to resolve the issue. I spent more time with tech support in two months than I did in 10 years with my old computer.don'td
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Preferred solution: have a real high tech person fix the problem. the people at their tech support have absolutely no clue.

User's recommendation: Don't buy Dell XPS 8940

Patricia W Nzz

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| map-marker New Paltz, New York

What happened to dell?

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I once liked Dell; I liked their product; I liked their customer service & I liked their technical support. I am sorry to say my opinion of Dell has changed & not for the better.

Towards the end of December, I purchased a new Dell laptop for my business in good faith & expecting a quality machine. Unfortunately, I received a lemon; a machine with defective USB ports & a failing Cam. Dell technical support did try to resolve the t issues over the phone & remotely, but were unable to do so. Then came their only (2) options, I could mail them the laptop for repair which would take 7-10 days or pay $99 to have it repaired onsite.

I had a problem with both of their options. I run my business daily off of the laptop, I could not wait to do my business for the 7-10 days it would take for repair. The $99 onsite fee? Outrageous!

I could not believe they would add insult to injury; a defective machine & a fee to repair it!!

Then the resulting email from them, "Please be informed that Dell is/will not be liable for Data Loss/Recovery."

Dell has protected themselves very well from any liability & have chosen instead to neglect their consumers. I for one, will never buy another Dell product because of it.

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Pros:
  • Past computers were reliable
Cons:
  • Failed to fix the computer

Preferred solution: Let the company propose a solution

User's recommendation: beware!

Anda D

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THEY ARE INCOMPTENT. OTHER PEOPLE SHOULD NOT GO THROUGH THE SAME

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Dell - THEY ARE INCOMPTENT. OTHER PEOPLE SHOULD NOT GO THROUGH THE SAME

I filed a complaint with the BBB more than a month ago #1644****. The Dell technicians entered my computer and carelessly deleted Microsoft Office and everything else on my computer.

In Microsoft Word I had saved a research book that I have worked on for the last 3 years. I was desperate and spend days and hours on the phone with Dell Technicians FROM 01/06/2022 til 01/12/2022, sometimes unable to even use the bathroom as I had to be in front of the screen and inform them what I was seeing. I AM A SENIOR CITIZEN A RETIRED SCIENCE TEACHER. DELL ABUSED ME TO NO END.

They responded to the BBB complaint that they were unable to help. So I looked for a technician to come to my home (as I have a desk top PC and it's difficult to carry around) but I couldn't find anyone due to covid. Then I looked for repair shops and I found one with very good reviews. However, the weather in New York was vicious and it was extremely cold and raining with ice, so I didn't want to destroy my computer and I waited until 2/08/2022 and I took it to Eastchester.

IT WAS VERY HARD FOR ME TO CARRY THIS TOWER IN MY ARMS, CONSIDERING I HAD RECENT FOOT SURGERY AND AM HANDICAPPED. The computer was finally diagnosed on 2/10/2022 and I was told to buy a Microsoft Office (which the Dell tech deleted from my computer and a herd drive. Then my computer was finally fixed on 2/11/2022. The repair and parts cost me $505.26 I am retired and I live on a limited income and this was a lot of money for me for no reason other than Dell technicians destroyed my computer.

I want the company to reimburse me the amount I spent for their incompetence. There is NOTHING I can do about the extreme STRESS and Time I spent with them on the phone in front of my computer, but, as an old teacher, I say: IF YOU CANNOT FIX SOMETHING, DON'T EVEN START. i WENT THROUGH A MONTH AND 5 DAYS OF TERROR.

ALL MY DOCUMENTS, INCLUDING MY SS INFO AND PAYMENTS AND ALL MY BANK TRANSACTIONS ARE ON THIS COMPUTER. THEY DIDN'T EVEN APOLOGIZE

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Loss:
$505
Pros:
  • Past computers were reliable

Preferred solution: Full refund

User's recommendation: DO NOT USE DELL. GO TO A COMPUTER SHOP

NAFE S Rfn

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NON FUNCTIONING OF NEW LAPTOP

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I PURCHASED NEW DELL LAPTOP BUT IT IS NOT FUNCTION WELL (.) I GET CHECKED FROM SERVICE CENTRE AT NOIDA -15 BUT THE PROBLEMS CAN NOT BE RESOLVED (.) THEY HAVE CHANGED THE OS TO WIN 10 BUT SOME APPLICATION COULD NOT BE UPDATED/INSTALLED (.) PROBLEMS (.) 1 (.) GETTING HOT IN FEW MINUTES (.) 2 (.) BLACK OUT SCREEN (.) PROBLEM NO 2 HAS BEEN RESOLVED BY SERVICE CENTRE AFTER CHANGED THE OS TO WIN 10 BUT SOME APPLICATION COULD NOT BE INSTALLED
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Preferred solution: REPLACE/REPAIR

User's recommendation: ON REPAIR/REPLACEMENT OF LAPTOP

Mina G Uno

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Broken Laptop-Accidental damage coverage not fullfilled

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Dell - Broken Laptop-Accidental damage coverage not fullfilled

My Dell Laptop Broke on October 12th - Called Technical support multiple times for very long calls, they were not able to resolve the issue. The technical support messed up my laptop after logging in remotely to try to fix it- They didnt resolve the issue even after partially reinstalling Windows back on it- Laptop crashed completely about 2 weeks ago- The support was telling me that if the issue doesnt get resolved through software changes, then they suspect Hardware damage- Explained to them the suffering i went through, and the schedule change and trouble i got into at my JOB, in a Covid era where a lot of people work from home, still they don't want to replace my laptop with a new one- I have purchased with the laptop PREMIUM support, which i didnt get, but most importantly i purchased with the laptop Accidental damage coverage for 2 extra years.

I cannot watch my laptop 24/7. and since the laptop is damaged and software fixes cannot resolve the issue, and everything points towards hardware damage (either an accidental drop or spill which are covered under my purchased accidental damage coverage ). I still don't have a resolution to my problem, after this very bad and long experience with the support team, and putting me in a situation where i had to go to the office during a pandemic, because the dell equipment i was relying on, and the technical support failed me in so many ways. I Now have an expensive laptop sitting useless and broken, cannot do simple functions on it.

My Request from Dell is a Replacement of my broken laptop with a NEW laptop of same System hardware specs and software. All i am getting from the company is a back and forth and more suffering.

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Loss:
$1578
Cons:
  • Process for warranty repair unnecessarily complicated
  • Useless tech support
  • Support has deteriorated significantly from 10 years ago

Preferred solution: Full refund

User's recommendation: Dont Buy Dell, Used to be good, not anymore

Jacklyn w Dbs
map-marker Castro Valley, California

Charging cord brokr

Broken cord help help help help help come on already help me help help help help help help help woo dhjolhfz bhgfff
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Preferred solution: Help to buy a charging vord

Jeffrey R Vax

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Failed on customer communication and internal communications

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Dell - Failed on customer communication and internal communications
Dell - Failed on customer communication and internal communications - Image 2

ver buy or trust I would recommend no one in their right mind by a Dell Computer or and Alienware from Dell Technologies.

I do understand that parts are hard to come by. Here is the story; I place an order on the 19th of the January for a delivery of February 3rd.

On the morning of the 3rd I get an email from them saying it wont be completed until the 17th of February delivery upon the 19th. So I call them and cancel on the 3rd of February. At approximately two hours from that phone conversation, I get another email saying it is shipped.

Now in between I found a PC company that will not take a month to get it to you let alone send b.s. emails and talk in one mouth and out another when it comes time to deliver or build it.

So I purchased the competitors PC.

Now I have to call Dell Technologies back or talk on the internet to them about said and cancel again I did on the 3rd for the 3rd time. They said they had to do a recall and before I let them go they said they had done this.

Today February 7th I get the Alienware computer that I cancelled. I have to return it now and had to call again.

As I have complained to them before they really need to work on internal communications and communications to the customer. They have lost all my confidence and I will not purchase from them again.

Maybe they should have just given me the computer. Or maybe because the delivery was left on porch I could have said I never received it. But no I was honest. Which is what I think Dell Technologies is not honest.

I also do not see how you can not get it done via email and then it ships.

Was it even put together correctly. Do not trust them.

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Pros:
  • Beautiful computer
Cons:
  • Internal communications
  • Price
  • Delivery choice

Preferred solution: Apology

User's recommendation: never buy or trust them to do what they say

Fariha N Iix

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| map-marker Istanbul, Istanbul

Disappointment from dell services ( seems like making fun of my problem )

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Disappointment from dell services ( seems like making fun of my problem )
Disappointment from dell services ( seems like making fun of my problem ) - Image 2
Disappointment from dell services ( seems like making fun of my problem ) - Image 3
Disappointment from dell services ( seems like making fun of my problem ) - Image 4
Disappointment from dell services ( seems like making fun of my problem ) - Image 5

[Poor Customer Service of Dell Turkey] Urgent intervention required

Dear concern,

I am sending you this mail after my bad experience with Dell Turkey. My laptop has been in trouble since June and the Turks were asking for money to fix it.

I was very worried and you helped me and changed the warranty to turkey. I was then contacted by the Dell office and told that they had been asked by the United States Dell office to help me. One of their employees connected to my laptop virtually and started doing some updates. He restarted the laptop several times and after one restart my laptop was not accepting my PIN.

I changed the PIN and turned it on and then i saw there was no Wi-Fi option, No sound (pics are attached). There was no such issues before Barack's (Dell Turkey employee) software updating. When I told Barak everything, he said that my team will come to you to change the RAM, they will also solve it, but the team said that they will only change the RAM and they left. I again called technical support and at that time they replied they need some hardware for my laptop and they are waiting for that part to come from USA after that they will solve my problem.

I contact Dell WhatsApp technical service yesterday they ask me to do so many thing but without having an internet connection it was very difficult for me but I tried even I failed to backup or even reset my laptop.

I am in too much trouble.

This is Worst experience I was not expecting this from an international Big brand Dell, I am very disappointed

I bought the new laptop in order not to face any problem during my studies I bought this machine in April and since June I am facing these issues. Now with no trust and belief on the reliability and customer care of Dell Turkey I am writing you this email please replace my laptop because I have exam this month or ask Dell turkey to fix my problem as soon as they can because I have exam I am a bright top class student of my class I always score 4 GPA I can not compromise on studies because of Dell technical issues and extremely poor customer service.

Waiting for a good response from your side

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Preferred solution: Full refund