Dell Technologies - Round Rock 5 - Software company in Round Rock - 1 Dell Way, USA

This is a dissatisfaction complaint against Dell Technologies, a company with which I have been a loyal customer for nearly 30 years. Despite my long-standing relationship with Dell, recent interactions with the company's customer service have left me deeply frustrated and disappointed. On July 11, 2024, I reached out to Dell’s Vice President of Sales, Mr. Bill Scannell, detailing significant issues I faced while attempting to open a Dell account for a laptop purchase. My concerns included technical problems with their website and the inability to contact any helpful customer support representatives. I requested clear guidance and immediate assistance, but unfortunately, my letter went unanswered. You cannot reach any Customer Service rep by phone or email. In an attempt to escalate the matter, I wrote another letter on July 25, 2024, to Mr. Michael S. Dell, Chairman and CEO of Dell Technologies, reiterating my unresolved concerns and the lack of response from the company. Despite the urgency expressed in my letter, I have yet to receive any acknowledgment or communication from Dell’s executive team. This experience has not only caused significant inconvenience but also impacted my business operations due to being without a computer for an extended period. The complete lack of response from Dell’s customer service and executive management is unacceptable and does not reflect the high standards of service that one would expect from a company of Dell’s stature. As a result of this ongoing issue, I have decided to abandon Dell as my computer supplier. I can no longer recommend their products or services to others. My intent in submitting this complaint is not to seek a resolution for my individual case - that time has long since passed, but to ensure that this experience is available to other potential customers. It is my hope that others will be able to make more informed decisions when choosing a computer supplier and that Dell will take steps to improve their customer service and responsiveness.

I wish I could write more details about my experience with Dell, but it would be a horror novel, and I just can't waste more time. Please believe me that the customer service is beyond a joke and probably the worst I'll ever experience in my lifetime. My 2022 brand new Dell desktop computer did not come with the ability to connect to wifi. No, I am not kidding. It also never came with the ability to change the brightness of the screen. After months of going back and forth with endless Dell agents and managers, I finally need to give up this battle for my own mental health. They had a technician come to my home, that being it's own nightmare, and then I had to ship my computer. I wrote a note to the technician to remind them of my situation and the problem still was not resolved. In fact, my computer had come back with a dent that wasn't there previously. On top of that, they did not return the power cord, so I had no ability to turn it back on. After many more hours of the back-and-forth game they play, they shipped back a power cord and that's when I discovered the original problem wasn't repaired. I was under warranty which they have chosen not to honor. I am an average person who can't afford to hire a lawyer to take down a corporation, but I am really hoping for a class-action down the line. It's safe to say I will never buy another product from this company ever again, and I beg you not to either.

SO FRUSTRATED!!! I placed an order and then tried to update my contact information on my online Dell account profile only to find out that my order is tied to my old email address and now I can't access my order history and it also won't let me change it back! What idiot programmer decided that a customer's order history should by tied ONLY to a specific email address instead of to the customer account where contact info may change from time to time??? For a tech company especially, this is insane and infuriating! Oh, and I forgot to mention that the 24/7 support phone numbers give a recording that the department is "closed" and to call back during business hours and I WAS calling during business hours!

Dell has lost its way. Dell simply does not back-up what it sells. I have been a Dell patron for 25 years - perhaps less than strategic decision making - because of less-than-optimal experiences with IBM (Lenovo), HP, Microsoft, and Asus. I have purchased more Dell equipment than an average retail US-based consumer. My experiences with Dell: a poor facsimile for a vertically integrated provider of Hardware, that still seemingly retains Brand strength. From my point of view, Dell has become a retail version of Walmart, selling hardware, except and perhaps for its largest corporate customers, on the basis of "you buy product, at your own risk." From my many experiences, "Service," in the Dell organization seems to be a concept that is poorly understood. Based on many documented cases, Dell's Premium Services Plans, are just an excuse to cover-up poor (and continuing to decline) equipment reliability. While Dell "services" are available to assist with hardware problems, Dell's actionable commitment for individual users, STOPS, when it comes to inconvenience and loss of use, caused by unreliable equipment and failed componentry. These assessments are based on many personal interactions with Dell, Dell services, and Premium Support. Concluding, my personal history with many documented cases of widely variable diagnostic services (remote assessment of User hardware), numerous instances of repaired equipment that doesn't work, and replacement componentry that was "dead on arrival" [each such instance leading to unsatisfactory outcomes], has left me with a single position on Dell and Dell Technologies: Stay away from Dell Equipment, if you are an individual User or a "single shingle."

As a Veteran hoping to get my own house one day, I was floored to find out that DFS had locked my account and sold it without allowing me to pay it off. Unable to pay on it, Dell reported my account to all three credit bureaus as delinquent without my knowledge or access to the account to pay. In six months my credit went from the 700's to low 500's and now even though I'm financially stable enough to afford a new home, my credit is completely destroyed so I can't get approved for any loans. Once I get all the disputes in with the credit bureaus, BBB, ect, I fully intend to contact a lawyer because there's no way in hell that's legal. Best part of all of it is that when you call the customer service number, it literally just says "goodbye" and ends the call. Don't support Dell if you support veterans.

Bought an Alienware R3 15 at the beginning of January, out of the box the screen went crazy it took four boot cycles just to load to the welcome to windows screen (see photo). Called Dell to ask if they could fix this they said yes, I asked if I wasn't satisfied when I got it back if I could still return it for a refund they told me, no because the return policy won't allow for that. I paid $2500 for this laptop I bought the most high end I could from them so that it would last longer. Later I when ahead and formatted the OS and reloaded all drivers and windows updates hoping it would fix things, just to find that these guys turned RAID on when the pc came with a 1TB mechanical drive and a 256GB SSD. There is on reason to use RAID in this case. After working around this, I was constantly getting the bluescreen of death on this thing, so I went and double checked the drivers and OS all was updated. I called Dell and told them that I was not happy and wanted to return the laptop after that I couldn't get the machine to turn back on. Bottom line if you are looking for a $2500 7LBS paper weight you came to the right place. The only great feature I can find on this thing was the battery life when it functioned was great 9-11hrs. The exterior was also pretty durable feeling. But after returning this laptop I found the same internal specs for $1800.00 from Sager notebooks and there laptops have a much better name for themselves just they are not heard of as much. Dell is now a disappointment to me, they use to be so good, my last Dell lasted 8 years, not like this one. I attached 6 pictures as proof and incase anyone was curious what was under the hood. The model I order was the I7-6820HK, 32GBRAM, NVIDIA1070 8GBVRAM, 256GB SSD 1TB MHD, 15.6 inch screen, 4k res, Tobli EYE, 4 year warranty T.S A.D.&D. Just add to this Dell just called me today to find out why I returned this laptop, when there was a tech support case open for the issues I had experienced, along with my statement already given when I called them and told them to come get there $2500.00 paper weight. Then he begins to tell me that they are going to make this right with me. After I told him I would no longer conduct any business with Dell. I don't see how they could make it right they sold me a custom ordered laptop that out of the box after waiting 2 weeks to get it, was broken. If they aren't professional enough to check such an expensive machine before it arrives at my door step then they are not a great company. Please stay away from Dell.

TLDR Called tech support Resolved issues on the phone No parts needed Notified "parts shipped?" Emailed Told "Ignore it" Parts shipped 2 wrong address Email again Told "Ignore it" 2 weeks later Invoiced 4 parts??? Now no contact So I called in due to an issue with a monitor. When I talked with the rep it turned out to be a picnic issue so I didn't need any parts or further assistance. 1 week later I get an email saying parts have been shipped. ?_? No idea what's going on I email them asking about the parts and they tell me to ignore it. I follow the tracking and it my name, my phone number, my email, but to an address in California... I live in Indiana. I leave it be cause that's what they said but now 2 weeks after that conversation, they sent me an invoice for the replacement part they sent to California. The invoice has the order number, ticket number, and is saying I need to return the replaced parts or pay the invoice for the parts that were sent. Obviously a mistake, so I call in to the number on the invoice. It says 8am to 8pm central time, rings straight to voicemail at 630 eastern time. Ok whatever, I'll try the email they have next to the phone number. Comes back as an invalid email... Only other option available is a chat service, so I check that out. On their page they don't have a chat service for tech support or order support. So now I'm sitting here with an invoice for a part I never order, never needed and never received with no way to contact Dell to get this problem fixed.

I bought a brand new R17 Alienware top end gaming computer.. I have now had it almost 2 years and it has been sent to the depot twice for repairs and a technician has installed new parts on it 3 or 4 times at my home or business. It is once again broken (keyboard not responding) and they are wanting to send it to the depot again for a new motherboard (3rd time it has been replaced if this happens). This is CRAZY!! In 2 years, I have been without my computer almost 2 full months as it has either been at the depot or awaiting parts. It has been reset to factory settings 3 times requiring me to reload everything and I have spent COUNTLESS hours on line with support trying to fix it. I will say that the tech support people are helpful and try hard but it is an exhausting experience especially since the last 3 months the keyboard keeps going inop and I have probably spent 20+ hours on the phone with them on 4 separate occasions. I have requested a refurbished computer as it is not obvious that this one is a lemon. Now I am getting the run around on that as well. I am not going to complain about customer service as they appear to try and since my computer have been repaired now 8 times in less than 2 years, I have a case...but really...what has happened to DELL???? This is my 4th computer with Dell and the only reason I got new was technology passed the ones that I had. They was always reliable and pure quality, but now...not as much. DELL ALienware was the top of the gaming laptops but is quickly falling due to poor construction and parts.. please fire whomever you hired that has made these changes in the last 4 or so years and restore your image or you will go the way of Sears and Montgomery Ward.