Complaints

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

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  Dell Inc

  1 Dell Way Stop 02 Round Rock, TX 78682-7000

  
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  Dell Technologies

  150-2680 Queensview Drive Ottawa, ON K2B 8J9

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:07/08/2025

  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.

  I am submitting this complaint regarding a denied warranty claim by Dell. My laptop screen began showing flashing vertical lines on the left side. I filed a warranty claim and provided clear photos. Dell responded stating the screen was damaged or cracked internally and denied service, claiming it was caused by physical damage.This is incorrect the laptop has never been dropped, hit, or mishandled in any way. It has been carefully used and protected at all times. I believe the issue is a hardware defect, not user caused damage, and ********************** is refusing to honor their warranty without proper **************** requesting that Dell re evaluate the claim physically in good faith and provide the warranty service Im entitled to.Order number: ************* Order date: 07/16/2024 Service tag: 5LZBV34 Case Number: *********

  

  Business Response

  Date: 07/09/2025

  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

  Date: 07/15/2025

  BBB Complaint ID:     23568473                                          
  
  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 and shipped back 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 Answer

  Date: 07/15/2025

  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. 5 star customer experience by ******. Thank you
  
  Regards,
  
  Mustafabatur Sukas

• Initial Complaint

  Date:07/07/2025

  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.

  Service Case Number ********* June 9, 2025 Service Tag: J4ST794 Express Service Code: *********** Dell Tech Support failed me and Dell all the way through Level 3 Tech support for an issue that is a Normal Condition. They all concurred, the Power Supply Unit (***) may be failing and authorized a replacement ****A Dell Home Tech was dispatched to my home with a new Power Supply Unit (***) to repair my ** that was working Normally. After the repair the ** would not work at all and required a new ** replacement.Note: When I received my replacement system, I immediately could see the Power Cables to the Graphics Connectors on the broken **, that were connected by the Dell Tech, are all wrong compared to the new unit. It is unknown what other components may have been damaged when the ** was powered up by the tech, due to the improper *** installation.I have found out on my own that the original issue I called about, is a Built-in Self Test (****) that occurs when A/C power is initially applied to the **** Reference Dell Web Page and note ***s without a **** button:************************************************************************************************************************************************************************************** Although, this website does not specify the Aurora ACT1250, the information pertains. The Alienware Aurora ACT1250 *** has no button to manually run the **** and therefore automatically runs this test whenever A/C power is applied to the **** There is nothing documented by Dell in any owners documents for the Alienware Aurora ACT1250 explaining this occurrence. Apparently, none of the Techs involved in this case knew anything about this and thought the *** must be failing. This whole fiasco should never have happened.I just want Dell upper management to be made aware of an incident that should have never happened due to lack of documentation, knowledge, incompetence, poor training, or probably all of the above. There are more details than I can list in this venue.

  

  Business Response

  Date: 07/08/2025

  A Dell representative will be assigned to this case and contact the customer to address their concerns.

   

  

  Business Response

  Date: 07/14/2025

  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 ******** R reached out to the customer and listened to the customer's feedback and documented the customer's experience. ******** apologized and thanked him for the input.

  
  Sincerely,
   
  Advanced Resolution Group
  Incident ID: ********
  ********************** 

  Customer Answer

  Date: 07/15/2025

  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:07/01/2025

  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.

  I purchased a Dell Alienware AW3423DW OLED monitor, which is currently under warranty. The monitor has developed visible signs of burn-in, with two rectangular areas of discoloration on both sides of the screen that persist across all content. Burn-in is explicitly covered under Dells warranty policy for OLED monitors.I submitted a warranty claim and have fully cooperated throughout the process. Ive provided: Multiple photos of the issue, including real-world usage Images of the monitors Built-In Self-Test (BIST), clearly showing the burn-in Confirmation that Ive performed multiple manual panel refresh cycles Notice that the issue occurs on three separate systems with different GPUs and configurations, each known to be functioning properly Confirmation that the firmware is up to date Despite this, over the past 34 weeks of email communication, Dell has continued to send repetitive troubleshooting steps (e.g., asking me to run panel refresh again, provide images of the ***** and resubmit BIST photos), and has refused to escalate the case or move forward with the replacement. They have ignored clear evidence that the issue originates from the panel itself not from the system, signal, or software.I believe this behavior is either negligent or intentionally obstructive. I am requesting that Dell honor its warranty and issue a replacement monitor as promised.Additional Information:Service Tag: 5B8M2K3 Support Case Number: ********** Service Request/Case: ********* Attachments included: Real-world photo showing burn-in. BIST photo showing panel issue. Dells original BIST request on June 10th. Screenshot of email where I sent BIST images. Dell reply requesting BIST again June 25th These show I cooperated fully and repeatedly, yet Dell continued asking for the same steps instead of processing the claim.

  

  Business Response

  Date: 07/02/2025

  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

  Date: 07/10/2025

  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.                
  
  Dells representative, ******, had been assigned to this case regarding the customers inquiries and concerns about their Dell Alienware AW3423DW OLED monitor displaying visible signs of burn-in and discoloration on the screen. After researching the matter, in the interest of customer satisfaction, ****** authorized a replacement unit shipped to the customer. On 07/09/2025 the customer sent ****** an email confirming receipt of the exchange. The customer has expressed their appreciation for the assistance. We appreciate the customer allowing ********************** to address this matter for them. Additionally, we thank the Better Business Bureau for bringing this matter to our attention.    
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# *********        
  Dell Technologies  

  Customer Answer

  Date: 07/14/2025

  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:06/23/2025

  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 Dells Single Incident Support, Diagnostics via *************** for my PC repair. However, the mail-in package was never sent. I waited several days with no update or communication. When I followed up, I was told I needed to submit additional documentsinformation that was never provided upfront.Dell made no effort to contact me proactively, which caused unnecessary delays. Even after I submitted the documents, there was no timely follow-up or clear next ******** a busy *** student, I rely on my PC for research and cannot afford extended downtime. I requested a complimentary upgrade to Premium Support or expedited service to resolve the issue fairly, but Dell declineddespite the delay being entirely due to their lack of communication.I am not requesting a refundjust the service I paid for, delivered promptly. I respectfully ask Dell to provide a complimentary upgrade or faster processing to resolve this issue.Please contact me by email only, as I do not have availability for phone or photo calls due to my academic schedule.

  

  Business Response

  Date: 06/25/2025

  A Dell representative **** ******* Stanislaus has been in contact with the customer to address these issues however a final resolution has yet to be reached.  Our representative provided their contact information and will remain engaged until the customers issue has been addressed.

  

  Business Response

  Date: 07/01/2025

  BBB Complaint ID:      23506478                                                      
  
  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.  **** called customer to obtain pictures, customer advised that he has repaired the system and does not need any further help. The case is now closed.  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:06/23/2025

  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.

  Service request #********* Order #********** DPID#: ************* Laptop was initially ordered on June 18th (Wednesday) with a promised delivery date of June 20th (Friday). Laptop is needed for me to start my new role on June 23rd (Monday), but upon calling customer care, nobody on the team could answer my questions and kept giving me wrong or false information. I was given fake ticket numbers, explanations that made no sense, and nobody could elaborate on why there was a delay on this shipment. Please contact me **** on this.

  

  Business Response

  Date: 06/25/2025

  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# 211857071
  Dell Technologies

  

  Business Response

  Date: 06/27/2025

  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 their order has been delivered and provided tracking details to the customer.  We ask that the customer contact our representative should there be any further questions regarding this matter at ************************************************************************.

  Dell considers the issue resolved.
  
  Sincerely, 
  Advanced Resolution Group 
  SFDC# 211857071
  Dell Technologies 

• Initial Complaint

  Date:06/23/2025

  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.

  I purchased my laptop in January and have had constant problems with the operating system Windows 11 shutting down. Ive had to reset the system repeatedly ( with Dell technical support and on my own) I have lost files. I have taken it into the repair shop for it only to work for a month. It broke down again yesterday and Dell support pretty much said its a ********* issue. Funny how I never had this problem with any other computers Ive owned with Windows. The fingerprint scanner never worked again after Dells repair shop supposedly fixed it last time. Im so disappointed in this purchase. My first computer was a Dell and it served me well for a good period of time. When I found this one that had all the options I was looking for at a reasonable price, I didnt hesitate to buy it. I wish I wouldve known ahead of time that I would be risking my business files and client information for nostalgia I asked the support person in chat to just submit a ticket for repair and that was not done because as I was told, its a ********* issue. I cant work and cant buy another laptop right now. When I am able to do so, it will definitely NOT be a Dell.

  

  Business Response

  Date: 06/24/2025

  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

  Date: 06/26/2025

  Thank you for providing a copy of the customers submission.  *********************** representative, ******* has been assigned to this case and he is in 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

  Date: 07/03/2025

  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.                
  
  Dells representative, ******* had been assigned to this case regarding the customers inquiries and concerns about their Dell Inspiron 16 7640 2-in-1 Notebook computer. The computer was shipped to the Dell Repair Facility, repaired and shipped back to the customer. The system was received by the customer on 07/03/2025 and they confirmed with ******* the computer is currently working well. ******* invited the customer to contact him if they should have any further questions or concerns regarding this transaction. We appreciate the customer allowing ********************** to address this matter for them. Additionally, we thank the Better Business Bureau for bringing this matter to our attention.    
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# *********          
  Dell Technologies  

  Customer Answer

  Date: 07/07/2025

  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. Everything happened as stated and ******* was wonderful. I am happy with the response, but sorry that I had to take this step to get help with my product. There were indeed parts that needed to be replaced, so my contact with tech support was valid. The way my issue was dismissed by the original tech still gives me pause when thinking about future purchases with Dell. Thanks to the Better Business Bureau.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:06/20/2025

  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.

  I purchased this computer it arrived yesterday later in the day. I spent a couple hours setting this computer up. I got up this morning there was an update that needed to be done. I proceeded to do the update after that the computer shut down it did not turn back on. That in itself is a big issue with me but it's only part of why I'm making this complaint. I called your 800 number only to have it hang up on me, probably a dozen times. The first question I'm going to ask is that good customer service? I'm a person that doesn't mind spending a little bit more for good customer service. It took me a half hour to get a person on the phone. When I did he could not help me fix the computer. He said the something would need to be replaced. I told him I hadn't had the computer 24 hours and that I would think they would replace it with a brand new computer. That's my second question. Is it good practice to force somebody to repair a computer that broke just after purchasing? When I said I would prefer to have it replaced he said I can always return it. In my mind I would think you would jump through hoops to get a new laptop to me, instead I'm going to wait several days to be able to return this laptop. Then I won't have a laptop So give me a good reason why I would purchase directly from Dell anymore? **** and just go down to Best buy and purchase a computer probably cheaper and be able to take it there anytime I have an issue.I really thought first thing directly from Dell would give me the highest level service and the best computers. If that doesn't hold true there's really no benefit to order directly from the manufacturer.Any way you can get me a laptop tomorrow?

  

  Business Response

  Date: 06/23/2025

  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: 07/01/2025

  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.   Thank you for providing a copy of the customers submission.
  A ********************** representative ******* ****** called the customer spoke to him about the replacement computer, customer confirmed it is working fine, further on the feedback on support he has received. He felt he was given the feeling that no solution was possible and the run around he had to go through and only after the BBB request it was taken care of. Explained to customers that the exchange exception was offered and did not really result from the BBB complaint but would have been completed even without the complaint. The customer was happy that he received the replacement but unhappy about the experience and the delays since his purchase was made to enable him to work from home. I appreciate customer feedback. Provided lifeline for future assistance.
  
  Sincerely,
  
  Advanced Resolution Group
  Incident ID: ********
  **********************  

• Initial Complaint

  Date:06/19/2025

  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.

  Package with worms inside. Bought a Dell gaming Laptop. The computer stopped working within a month. The computer was sent back for repair, it took the company 37 days to send it back. **************** told me the part kept being back ordered. When I received the Laptop back after trying to escalate the case. The package had about 8 to 10 worms inside crawling around the computer and the box. I called customer service and they have taken more than a week to even care about the situation. I am always being lied to. They tell me over the phone they will contact me within a certain amount of time but they don't. I have sent pictures and talked to over 10 customer service representatives and none has solved the problem, management does not care. They say the problem has been escalated but nothing has happened. It's been over a month and they don't seem to care about the faulty computer they sold me, or the literal worms in the package they sent me back after repairs. I was told not to touch the computer and now is just sitting there.

  

  Business Response

  Date: 06/20/2025

  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 in his attempt to address and bring this matter to a reasonable resolution.  After reviewing the pictures sent by the customer, ******, in the interest of customer satisfaction, has authorized the return of the equipment with a full refund going back to the customer.  The customer has accepted this as a resolution to this matter. We ask the customer to continue to work with ******, who can be reached directly by email at *****************************************************************.                            

  

  Business Response

  Date: 07/02/2025

  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.               
  
  Dells representative, ******, had been assigned to this case regarding the customers inquiries and concerns about their Dell G16 7630 gaming computer which displayed several technical issues. In the interest of customer satisfaction, ****** has authorized the return of the equipment with the refund going back to the customer. We appreciate the customer allowing ********************** to address this matter for them. Additionally, we thank the Better Business Bureau for bringing this matter to our attention.   
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# *********       
  Dell Technologies

• Initial Complaint

  Date:06/19/2025

  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.

  Dell will neither send me my order nor cancel it. This has been going on for more than a week now. I found the item elsewhere and just want to get it there but they wont even cancel it and every time I talk to them they say that it is about to ship, but it never does. I just want my money back now.

  

  Business Response

  Date: 06/23/2025

  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# 211701637
  Dell Technologies

  

  Business Response

  Date: 06/26/2025

  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. 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# 211701637
  Dell Technologies

• Initial Complaint

  Date:06/19/2025

  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 ordered a Dell computer via ****** on November 29, 2024. I did not set it up until January and I am fully aware I missed the 30 day warranty for return window. I then had glitching and overheating issues. The dell tech support folks were great--and my warranty covered it but they made it clear that I could not return or exchange my laptop. Today is June 16th and since then I have had at minimum 5-7 calls with Dell, I have taken it to a local shop to be looked at (they said nothing was wrong and cleaned it for dust). I continued to have issues so they told me it must not be a hardware issue--it must be software. They tried to get me to reinstall windows 11 myself but I had tech issues and had no old computer to download it to that had space. They then sent me a box to mail it back in and promised expedited service. The purpose of me sending it in was for the windows 11 software assistance. They did fix it and sent it back to me. When I asked what was wrong they said they replaced both the memory card AND motherboard. I had no idea anything was wrong hardware wise since I had already taken it in for a technical review. I just received my computer back a few days ago and was so hopeful! Sadly, I am still having glitching issues. I just spoke to tech support AGAIN today and they said oh sorry, we did not update your windows 11. They again want me to get a USB stick to do this myself. I am now confused since the whole reason I sent this in was to update the software. Instead, they fix hardware issues I didn't even think I had and didn't do anything with the software. I have spent countless hours wiping my machine, mailing it in, taking it into a local shop. I love Dells and have had them since college, and this is the worst experience ever and all I want is a new laptop that I do not have to spend 30 hours working on fixing for the $672.32. I do not want to spend any more time on this. I just want an exchange, a refund or a credit. Service Tag 6N2R944 Ex ***********

  

  Business Response

  Date: 06/20/2025

  Thank you for providing a copy of the customerssubmission.  A Dell representative has been assigned to the case has contacted the customer to find a resolution.  The representative can be reached directly by email at ************************************************************. 

  

  Business Response

  Date: 07/02/2025

  BBB Complaint ID:      23477038                                                      
  
  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, Sai, 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.  Sai,contacted customer to ensure they received box for mail in white glove service.  Customer expressed their concerns with Sai on this experience and that since this was a reseller and Dell couldnt offer a refund; they did work with ****** to get a one-time exception credit on their account for this order.  Customer advised Sai they will discard the box for the depot and case can be closed. 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