Dell Technologies - Round Rock 5

I purchased a dell monitor from these people the monitor white screened after 2 weeks. Dell Inc refused to replace the defective monitor. Do Not Purchase Any Product from Dell Inc.

I will not buy DELL product ever again!
I just spend 3k for laptop and its garbage. Numerous issues!
Its been 4 weeks and i still have no answers. Calling every day.numerous emails sent.
Customer service-person answers phone in Mumbai India and transfers 5 times to specialist so he can say sorry -we working on it.
Its a joke!
I would deliver this junk to location, just dont know where.

Bought a band new AlienwareM15 with premium warranty support. Blue screen, after blue screen, after blue screen. Screen has been replaced (took 2 months). I begged them to reinstall the OS, they told me NO! I get it back then blue screen, blue screen, blue screen (I was watching Netflix and not even gaming on every occasion). Tech Remotes into laptop and TS for an hour, reinstalls drivers, says all is well. Second day of using it to watch movies and it blue screens again. They have ME TS for over an hour, crashing and rebooting the system. They won't send a Tech, they wont let me ship it to a repair facility (ALL PART OF THE PREMIUM WARRANTY!), and they want ME to go BUY a 8gb thumb drive so I can be walked through reinstalling the OS over the phone. You know the one they said no to reinstalling when they had it for 2 months. I have officially filed with the Attorney General as Carlos Tejeda the tech support manager at Alienware has had several chances to resolve this situation. I will never ever buy another Dell product as long as I live, and neither will any of my friends or family. Disgusting support. I would rather bathe in fracking water, holding a toaster, and sit on hold with Comcast Customer Retention than ever deal with Dell again.

SENT TO DELL CORPORATE

A Dispatch number was given to me ####### Created Date Nov 11,2020 (almost 2 weeks ago). If you look at my "Service Request Details", you will see that I have waited patienlty in my office on 2 different occasions, with no tech ever showing up. Further, no phone call, or text, or email telling me that the service tech was not going to be there when stated. I remain stymied how DELL operates, but when I, as a professional say I will do something on a certain day, I will DO IT. If I can't do it, I will move heaven and earth to inform the other party that I will not be able to make it. Now please, DELL, notice the official communication sent to me, from your website.

"The technician is scheduled to arrive between Thu, Nov 12,2020,9: 00 AM and Thu, Nov 12,2020,6: 00 PM. "

Do you see that? ! I waited for 9 hours in my office for the tech to come. The tech did not come! Did I receive a phone call, a text, and an email? No, I did not. I got nothing but a full day of unused professional time.

Now notice after many DELL apologies, both online and on the phone, notice my NEXT scheduled tech arrival time according to DELL.

"Your technician is scheduled to arrive onsite on Fri, Nov 20,2020,11: 00 PM"

OK, 11 pm seemed a bit late, but since my whole professional career relies on this computer (humanly speaking), I thought, "OK, I'll wait". 11 pm came and went. No one showed up. Further, no phone call, text, or email telling me that the service tech was not going to be there when stated.
Today I was given this text via Dell WhatsApp:
"Hi, We see that the ETA was fixed for 23 November.
You will be contacted by a technician on 23rd November for fixing the ETA. "
It is now almost 5 pm, November 23rd, and not a word from any technician on ETA.

Can you imagine some business professional losing $1000/day because Dell can't fix a computer as they promised.when THEY promised? How is this possible? Is this how DELL treats those who buy
their exceptional product for business? I have purchased multiple DELL laptops and monitors. Is this how a 3.5 billion dollar company treats its clients?
Unbelievable.

Dell has an amazing product. But their customer service is perhaps the worst I have ever seen. DELL, take note.

Do not buy a dell computer ever. I got a brand new dell inspiron and within 6 months my screen started going bad, took it back to microcenter and after checking it out they told me the matherboard is bad, the hard drive is bad and the optical drive. I am trying to get it exchanged since its got warranty and not I have to speak to Apu and Rajesh in India who refuse to give me an exchange. They want to send it to get a rebuilt motherboard put in! Screw this I bought my computer in USA not in India!

Dell did an update and after my laptop would not boot.called tech support.laptop under warranty.disconnected 3 times.finally got some guy.very poor English.did not even understand his name.what he told me to do was all wrong and further damaged the laptop.called back.the guy did not even log the call.he knew what he had done was wrong. Trust Me Your WARRANTY means nothing.their tech support is non existent.they will further damage your computer.they get what they pay for cheap labor in some other country that you won’t be able to understand what they are saying.do yourself a favor DO NOT BUY A DELL.they have gone down the toilet and do not care about their customers!

You cannot get hold of anyone on the phone and they do not return emails. All I need is to verify employment but you cannot get hold of everyone. Makes you wonder about their services if mine was something so simple.

Worst customer service ever. Dell doesn't care anymore. I spent over 6 hours trying to take care of my issue just to not have it be resolved in the end. Dell sent me an offer to extend my Premium Service contract. When I tried to purchase this contract extension being offered I was told that they made a mistake and could honer the promotion that was emailed to me. During my 6 hour customer service ordeal I was hung up on, yelled at, and transferred at least 10 times. Each time I was told that I was being transferred to a supervisor then to find out that I was only transferred to the main operator and had to start all over again. One star is too high of a rating for the service I received today. Over the past 20 years I have purchased over 100K of Dell product for my various businesses, this business relationship is now over. Dell No More: >)

What? There is no option to give a negative 100 star rating? Oh, Dell how am appalled with your policies & products! It is impossible to reach you & once one reaches you, they represent the Dell brand name & reputation. If a service experience does not have a resolution, one is not allowed to go up the chain of command. No customer is allowed to speak with a manager or corporate, or given the ability to receive a call back in the next 24 - 48 hours, a universal standard in the customer service industry.

I have worked in the customer service industry for over three decades. I have worked technical support for a very long time with hardware & software. Based on the customer service industry standard, Dell’s customer interaction is well below mediocre due to Dell’s mediocre policies. Dell is unwilling to provide tools to their agents to create a great service experience & improve the brand name. My company & our competitors in our facet of technology, with customers of all economic backgrounds, representatives of federal & state governments, had at the very least, 90 days no questions asked support & repair for our hardware & the software that makes the hardware operate. Why? Because it is reasonable & ethical to do so. If a software company’s product that is vital for the Dell hardware to operate fails, Dell needs to rethink their business relationship with the software company. I have requested several times that the escalation team call me in the next 24 to 48 hours to no avail from customer no-service as well as Corporate no-service. Everyone has been polite & have done their best to help me. However, it is sad & unthinkable that Dell does not trust their employees enough to give them the tools to develop & maintain a good name for Dell.

My Dell laptop was given to me as a gift for Christmas. At that time, I had no choice but to sign their “terms & conditions” in order to get registered. I am forced to pay for technical support on software that is vital for the hardware to operate. Software just as organic to the hardware, only a month and a week upon activation of the Dell product.

Dell if you truly cared about your customers, you would change your policies, move your call centers to the USA or hire teachers who specialize in English elocution an hour a day the first year your employees in the Philippines or India are on the job. They deserve it, your customers deserve it. If you keep your overseas valuable employees on the job, that keeps them from call centers that scam Americans & prey on the elderly & immigrants.

What a complete lack of respect and trust for a customer, Now I know what it feels like to be discriminated against, Called about a service contract and got a complete run around, Hope the service technician that is supposed to show up tomorrow, at who knows when, will be more human, have to record the service appointment to make sure no funny business happens. Anti-slavery and human trafficking in their website must be just a cover.

Tried to buy a docking station from the Dell website in Canada. Docking station is advertised as C$269.99. However, as soon as I put the item in the cart, the price goes up to C$319.99! Please see attached photos of the two prices.

I chat with "TIP_Paulo_DC" (this is the weird online chat name of the Dell representative) online who says (a) it's a known issue with their system, and (b) they refuse to honour the lower price, or give me any type of discount, etc. I ask if the supervisor can arrange something? "TIP_Paulo_DC" says nobody there has the power to provide any discount or honour the misleading advertised price.

So I ordered the docking station at C$319.99.

However, I forgot that I also emailed my Dell account manager about this. The next day he emailed me a quote for the price of C$269, but I had already ordered at the higher price!

I tried to cancel the order online but the only link I could find online did not work; browser said "too many redirections! ". I did online chat but they said they had no access to cancel the order made the day before. Finally I called customer service and they also said they can cancel but it's too late. Even though the estimated deliver date is 2 weeks away and this is the day after ordering.it's too late to cancel.

I asked if I can continue with the order but get a refund due to the quote. The answer is yes, but only after the docking station is delivered. So now I must wait 2 weeks to get the difference. What could possibly further go wrong?

I gotta stop buying from you clowns. I would like to talk to someone who speaks english and easy to understand instead of some guy in a different country who has a strong accent and is reading from a manual

My new XPS 15 has been shipped to the Dell Repair facility once again (2nd time) on 9/27. I have NEVER been able to use the Dell XPS 15 for work due to the setup, diagnosis, trouble shooting, time lost while in transit to Dell, time lost while being repaired by Dell. Dell has not delivered an XPS 15 to me as advertised and purchase on the Dell online store in March 2019. Currently, my XPS 15 is missing these key advertised features: Fingerprint Scanner, CPU Cooling Fan, Functioning Security Login (PIN/Password/Fingerprint Options), SD Card Reader Functionality.

Dell has not delivered Warranty Services as advertised and purchased in March 2019. Dell has been give 6 months to provide warranty services. I have personally spent over 50 hours baby sitting Dell support teams to diagnose/repair the system. Dell has made no effort to provide reasonable compensation. The system has never been serviced properly even though it has been shipped to the Dell repair center two times. The system has been diagnosed by Dell with a failed SD Card Reader, a failed motherboard and a failed CPU cooling fan. I have personally diagnosed the XPS 15 with an "unrecognized fingerprint reader".

An update to this review: Dell has finally authorized a full refund from the XPS 15. I returned the laptop and they sent an email authorizing a full refund. I have since purchased another laptop from a different manufacturer that works perfectly. Dell has made good on their warranty.

Bought some time ago a Dell Inspiron 13 5000 from PC Curry´s in London, UK. When started complaining that the system was not capable of even running windows, both the store and Dell itself washed their hands. Why did they do this? They likely knew this problem with the model and needed to move stock. An absolute rip off.
Of course in the past I would take Dell as a trustworthy brand. I would not even take a candy from the reception in case it is expired now. Never again Dell and certainly as much as I can I will advocate against the brand and against the deceitful approach to consumers.

I have been using dell products for years. Spent 15 years in IT department of a school dist which used Dell only. Tech or customer support was nearly always with someone in the US.

I have a hearing disability from my time in the military in the late 60's and Dell does not provide the same support for personal purchases as all calls go to India. I did pretty well with the sales person but failed to get an Order Confirmation email. It took significant time and two agents to finally get the confirmation sent. I had another issue but I just gave up. I think Dell should be honest and state that they do not support hearing disabled persons by having someone available with English as a first language. I would suppose other vendors offer the same limited support but they should all be honest about where your customer support will come from and that there are not other options. So much for customer care, they just don't care.

Rod
Grants Pass, OR

Since delivery on 6/11 of the XPS 15 I ordered on 6/2 and was charged for on 6/9 my camera hasn't worked. I contacted dell in june and the tech looked into the issue with remote assist. They didn't think they fixed the issue so i asked to be refunded. They set up the refund request but when i opened the camera app after they sent the email, the camera was working. They never opened the app during remote assist after troubleshooting, so i let them know and cancelled the request. After an update the problem materialized again and i contacted dell again in july. They tried to fix the issue but couldn't.but this time after their troubleshoot i was no longer able to view camera and imaging devices under device manager.they set up to send a tech out to repair but i found out the parts would be refurbished and the tech told me over the phone that he wasn't a software tech just a hardware tech and would only be able to replace the parts so i refused his service.i contacted support again on 8/2 and monika G wasnt able to resolve the issue so i asked to speak to her supervisor Rajesh K and he wasn't able to resolve either and told me I had to pay for a software tech to come out to fix a problem that Dell created. At this point i'm looking to refund this item and purchase the 2019 version of this laptop instead being that it's defective. I spoke with my credit card company and they told me to send the laptop back to you guys before I could file a dispute which I did on 8/3 via FedEx. You received that laptop on 8/7. After numerous attempts to resolve this issue and have the total amount of $2345.72 refunded back to my AMEX card with 1 of your reps named Samiran Dey, he told me he wouldn't put me in contact with a supervisor or manager and directed me to your return policy. I decided to write this review, after he told me he wouldn't issue a refund, was keeping the laptop and that the return was unauthorized eventhough the laptop is now in Dell's possession. I've sent BBB a complaint in this matter which is really frustrating. I brought a top of the line XPS 15 at the time of sale. The 2019 wasn't out on 6/2 and the top of the line was a 4K touch display, i7,32gb of RAM, 1TB of storage. I wanted the best Dell had to offer. So you can understand why I didn't want refurbished parts in a completely brand new device. The way I'm being treated by their team makes me worried about continued business with Dell.

Second dell laptop. First died of a faulty graphics card, or poor cabling design (or BOTH) resulting in psychic colored lines AND black screen.dell was of very little help. Now with a "new" inspiron 5482 2 in 1 laptop with a very continuous overheating cpu since day one of only four days after receiving, here I am at the useless dell support site. No reference to fan problems, so I opted to open a new ticket and after typing about my fan problem for over 5mins, my typed request for attention simply disappeared after pressing SUMBIT, then a screen message something about not being about to submit a ticket for that subject! What? Dell doesn't think a hot cpu is NOT a serious problem? Get serious and with it! Now days later again (remember I got my "new" laptop Monday and it's only Friday as I type this), I decide to try looking in the dell site forums to see if anyone else has reported a fan problem OR a overheating cpu. I search for "inspiron 5482 2 in 1 laptop overheating cpu" and get over four PAGES of laptop owners with cpu and overheating problems! DO NOT BUY DELL. Please dell: move your factory to another country. We don't need YOUR poorly made/designed/operating laptops and computers screwing up the such seriously american-made computers and economy, giving America a bad manufacturing reputation! I will never buy another dell, and when I know of ANYONE buying a dell, I will describe my situation of the overheating cpu and the GREAT [lack of] support or concern. I suggest dell man up and start responding to problems in their products. Till that far-off-in-the-future day in hell comes, I'll use this poorly made "laptop" for the next week when it dies, and never look at stupid dell stuff again. Their stuff is not worth the hard-earned $$ I/we have wasted, thinking WE were buying a "quality american product" when the company actually has NO idea what is quality, nor how to provide REAL customer support. Bye dell.

I ordered and paid for a luxurious laptop for private use on 6 July in the Netherlands and on Dutch language. The order processing in India is unbelievable, they makes countless new orders, so that the payments are getting lost. One order was itself deleted by the employee. Nothing happens of its own, at the Sale department. Actions of one click on the computer take weeks, if they do. I expect if I order on county specific language that I get county specific answers also from the sales department. E-mails with contact and confirmation requests must be written in English, but you almost won't get response back from the sales department. And now the top is, they have a technical problem, the USB devices are out of stock, that causes the laptop is to be delayed in production. After almost 2 months I still haven't received a laptop. The support department form Amsterdam was always helpfully, thumbs up.

DELL this is scandalous and I didn’t expect something like this from you. If there will be no excuse from headquarters, this was my last purchase at DELL

I 2nd the other review that says: "find another computer company to get your computer or accessories from. Dell has become a nightmare to deal with. " All I wanted to do is renew my service subscription and the service person I spoke with was horrible. I ended up calling Microsoft directly and their service was 5 stars. Michael Dell must be slipping in his later years OR Mr. Dell's executive leadership team is not living up to the Dell family name. I hope they get things figured out soon at Dell.

Worst customer service I have ever dealt with. Bought new laptop for my son going to college and because we used my email vs my sons school email they won’t give us the $100 student discount.

And the reason we used my email is so that my son did not get hit with all the billing statements.

They would also not honor the discounts from not only their own site but many’s other that offered the same machine for hundreds less just days after I purchased it.