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:06/16/2025

  Type:Product 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 a Dell monitor on June 10, 2025 which had a delivery date of June 16. The monitor arrived early and on June 13, the price of the monitor dropped $45 on ************************* and ********* from $244.99 to $199.99 before taxes.I called into dell to get this price matched immediately. However the agent was not able to connect me to anyone and told me to call back monday. I had used an extra 10% off coupon for my initial order, and explained that I wanted a reimbursment for the $45 drop in price, as my coupon would still be applicable after the sale price (therefore $179.99 after coupon). I explained that I could return the monitor and repurchase it with my coupon to get that price.I reached out to dell via messenger and chat, but their system is designed in a way to make it IMPOSSIBLE to reach an actual agent and looping you in automated circles.I called immediately on monday and after 3 calls, finally was able to reach a customer care agent. The agent had trouble understanding the price, and after a request to a speak to a supervisor, was told they would reimburse me onlt $22. I explained that it would cost more for dell to pay for the return and reshipping fees, but they didn't seem to understand or care. The supervisor was apparently 'busy' and could not take the time to work this out.Dell advertises their best, lower price guarantee on their page before buying, but this is not a guarantee as I clearly could have gotten a lower price by waiting just a few days later. At the time i reached customer care, the price was still advertised $45 cheaper!.I think Dell's customer support was extremely poor (automated system that made it extremely difficult to reach an actual person, having to call 4 times, being put on hold constantly, not being to speak directly to a supervisor, and failure to live up to their low price guarantee) made this an extremely frustrating purchase! I received the $22.60, but seeking the remaining $23.17 balance of the $45 price drop.

  

  Business Response

  Date: 06/17/2025

  Dear Better Business Bureau,
  
  A Dell representative, *******, has contacted the customer and is working with them to reach a reasonable resolution. If the customer has additional questions during this process, the customer can reach him ************************ via his email at *******************************************************************
  
  Sincerely,   
  Advanced Resolution Group 
  Case # *********   
  Dell Technologies. 

  

  Business Response

  Date: 06/23/2025

  Dear Better Business Bureau,
  
  A Dell representative, *******, has contacted the customer and informed customer that we are unable to proceed with any additional credit beyond what has already been provided, and this remains our final position on the matter.

  Dell considers this issue as resolved.
  
  Sincerely,   
  Advanced Resolution Group 
  Case # *********   
  Dell Technologies. 

  Customer Answer

  Date: 06/23/2025

  Complaint: 23474203
  
  I am rejecting this response because: The business was not willing to compromise. They just refuse to budge and find a reasonable solution for the customer.
  
  Regards,
  
  *** ***

  

  Business Response

  Date: 07/02/2025

  Dear Better Business Bureau,
  
  A Dell representative, *******, has contacted the customer and informed customer that we are unable to proceed with any additional credit beyond what has already been provided, and this remains our final position on the matter.

  
  Dell considers this issue as resolved.
  
  Sincerely,   
  Advanced Resolution Group 
  Case # *********   
  Dell Technologies. 

• Initial Complaint

  Date:06/16/2025

  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 reaching out regarding a warranty claim I submitted for a monitor purchased from Best Buy on May 13, 2025, totaling $785.88. Unfortunately, within 30 days of purchase, the monitor stopped turning on, prompting me to file a warranty claim on June 3, 2025 (Case #*********) requesting an advance *********** has now been over two weeks since the claim was filed, and I have not received any meaningful updates or confirmation regarding the shipment of the replacement monitor. I rely on this monitor daily for my work, so this delay is significantly impacting my productivity.Each time Ive contacted Dell Support for an update, Ive been advised that I would receive a response within 2448 hours, but no follow-up has occurred. I understand that delays can happen, but clearer communication and timely resolution would be greatly appreciated.I kindly ask that this matter be escalated so that the replacement process can move forward without further delay. I am eager to continue using Dell products, but I hope this issue can be resolved promptly.

  

  Business Response

  Date: 06/17/2025

  Thank you for providing a copy of
  the customer’s submission.  A Dell
  representative is being assigned to the customer’s complaint and will be attempting
  to reach the customer by phone and email.

  

  Business Response

  Date: 06/25/2025

  BBB Complaint ID:     23472974                                          
  
  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 customer’s submission.
  
  A Dell
  representative, Gerard, has been in contact with the customer regarding their
  concerns.  We regret any dissatisfaction
  the customer may have experienced and appreciate the Better Business Bureau’s
  feedback.  Gerard has replaced the
  customers monitor with an exchange.  Should
  the customer have any additional concerns they can reach out to Dell by phone,
  email or chat by visiting https://www.dell.com/en-us/lp/contact-us or for online assistance at https://www.dell.com/support/home/en-us. 
  
  Sincerely, 
  
  Advanced Resolution
  Services
  Case ID# 211509443
  Dell Technologies
  

  Customer Answer

  Date: 06/25/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23472974, and find that this resolution is satisfactory to me. Corporate office reached out to me right away and resolved the issue within a week. Thank you!
  
  
  
  Regards,
  
  
  
  Patrick Tran

• Initial Complaint

  Date:06/16/2025

  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.

  Order Date: Nov 9, 2023 (Replacement Laptop)Dell Purchase **************** Order Number:780499214 Express Service Code: ********** Service Tag: 3LG1WW3I am writing to formally express my deep dissatisfaction with the customer service experience I have received regarding my Dell Inspiron 3530 laptop purchase. The original unit (Service Tag: JJ5GDW3) arrived with a malfunctioning touch screen. Upon reporting the issue, Dell sent a replacement (Service Tag: 3LG1WW3). When I tried to use the warranty I had purchased, I encountered some of the most incompetent customer service I have ever experienced. Initially, I was told I had no warranty on the device and was asked to send proof. After sending documentation, I was informed that while I did have warranties, they had not been transferred to the replacement laptop. I made multiple calls and spoke to various representatives, and after weeks of frustration, I was finally told the warranties had been transferred, and I was sent a shipping box and label to send the laptop for repair.However, after sending my laptop for repair, it was at least two weeks before I received a call informing me that my device could not be repaired. By that point, I had been assigned a fourth case number and was then connected with possibly the rudest representative I have encountered throughout this process. This individual demanded that I provide a tracking number from December 2023 to prove that I returned the original defective laptop. Not even ***** could assist me in retrieving a tracking number from that long ago. Without that tracking number, I have been denied service, denied a refund for the warranties I purchased, and left without a resolution. At this point, I am asking that Dell take responsibility, not only for my unrepaired laptop but also for the undue stress of repeated, long, and frustrating phone calls and for the offensive and inappropriate accusation that I stole the returned laptop.

  

  Business Response

  Date: 06/17/2025

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

  

  Business Response

  Date: 07/07/2025

  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 Sai R 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.
  
  Sincerely,
  
  Advanced Resolution Group
  Incident ID: ********
  ********************** 

• Initial Complaint

  Date:06/16/2025

  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.

  Date of Purchase: November 15, 2024Amount Paid: $380.80Order ID: ************* Order Number: 1012180387Product: Dell Premium Support Plus with on-site + Accidental Damage for Alienware x15 R2 service tag: 1GXS2T3I purchased Dell Premium Support Plus with on-site and Accidental Damage Protection for $380.80. When my laptops charging port stopped functioning, Dell denied service after a short remote chat. They claimed wear and tear without any physical inspection, despite my warranty explicitly including on-site service after remote diagnosis.During the chat, I was told to find a second charger to test the issue myself. I explained that I have only used the original Dell charger and I have just one, and the device has been carefully used at home only. I cant buy other dell charger just for testing it myself while I have 3 warranties in active (not make sense).Dells claim that the port must have become loose from usage and they do confirm that remotely without even physical inspecting it strongly suggests they were attempting to avoid responsibility under the warranty. Their assumption of wear and tear, with no on-site technician involvement, was used to deny support rather than fulfill the service I paid for. This indicate potentially acting in bad faith.Dell then closed my case without providing on-site service or any viable repair option, despite my coverage. I have screenshots proving this denial, including the instruction to test with my own parts.I am requesting:On-site repair under my current Premium Support Plus + ADP plan, no more wear and tear game. OR a full refund of the $380.80 I paid for the warranty, as Dell failed to honor the service they promised.Thank you.

  

  Business Response

  Date: 06/17/2025

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

  

  Business Response

  Date: 06/25/2025

  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.
  
  ********************** representative ******* ***** contacted the customer worked with the customer on the charging issues. We decided to make a one-time exception by sending an onsite technician along with the necessary parts. The customer expressed great satisfaction and appreciated our gesture of goodwill.The address was confirmed. The customer and he informed that everything is working fine and he has kept the system under observation
  Sincerely,
  
  Advanced Resolution Group
  Incident ID: ********
  ********************** 

• Initial Complaint

  Date:06/16/2025

  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 had a problem with monitor and dispatch was created after doing the troubleshooting. Then disptach was cancelled as I was told ownership transfer is not completed. Now the owernship transfer is completed and confirmed by Dell, but still dispatch is not created. Case Number *********

  

  Business Response

  Date: 06/17/2025

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

   

  

  Business Response

  Date: 06/19/2025

  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 ******* ****** reached out to the customer and confirmed the customer received the replacement monitor and advised the customer to return the defective monitor within 10 business days. 
  
  Sincerely,
   
  Advanced Resolution Group
  Incident ID: ********
  ********************** 

• Initial Complaint

  Date:06/16/2025

  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.

  In December of 2024 I purchased 2 identically configured Alienware M16 R2 gaming laptops new from **************************. Within 4 months the power adapter strain relief has given way on both machines power adapters leading to what I consider a safety hazard. Dell blames the customer for the fault and wishes to use the accidental damage coverage to repair a clear manufacturing defect. The second machine while conducting routine clean outs of the heating and fans per the service manual (*******************************************************************************************************************************************************************************************************************************) resulted in a s**** stand off literally snapping off and coming loose inside the system. This necessitate the complete and total replacement of the palm rest to remediate the problem, which is a complete teardown of the machine once again Dell blames the customer for what is obviously a manufacturing defect. This is not fair to any consumer purchasing a machine at this premium and being told that the instructions provided by Dell can result and damage and its not covered unless you want to waste your accidental damage coverage on a manufacturers defect. The advance resolution team has been of no help whatsoever. I have no faith in Dell to stand behind their products for any reason in the future, which leads me to believe that further purchases are unwise.

  

  Business Response

  Date: 06/17/2025

  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: 06/26/2025

  BBB Complaint ID:     23462145                                          
  
  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.  ******* informed the customer that any damage caused while making changes/cleaning the system by the customer himself is not covered under warranty, but any damages can be covered under the accidental damage warranty or it would be fee-based support.  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: 06/26/2025

  Complaint: 23462145
  
  I am rejecting this response because:

  Portable gaming systems require regular maintenance for their cooling system to perform adequately when used and dusty environment, such as households, and just in general, following the customer outlined guides in the manufacturers own format using normal hand, tools and great care should not lead to the event that occurred with this particular laptop. Mind you the service was performed identically on two different machines only one of which had a failed s**** post after the fact one that I might add is metallically soldered manufactured, or cast into the very chassis of the machine itself. It is not plastic, but metal and it takes a great amount of force to break something like that certainly more than a simple ifix it screwdriver can muster 
  

  I know Dells warranty like the back of my hand that I do not appreciate having it thrown in my face having been a customer of theirs for over two decades.

  at this point in time, I am done chasing Dell for responsibility in their manufacturing processes. Instead, I will begin evangelizing that people do not buy Dells products because they will eventually need upgrades service or cleaning and the normal routine and benign practice of doing so may cause you to damage your machine in ways that Betrayed the very laws of physics thus, you should choose a different brand who obeyed the laws of physics   Or better yet one who stands behind their product when they are wrong 

  I will admit Dell did the right thing and replacing the power adapters that were broken, but Im still very much upset about the palm rest and s**** post issue after being explained to me ****** times that I could use accidental warranty to cover a single s**** I declined and said one that was not my fault that that happened that simply impossible. Ive been doing this for over a decade and I specialize in portable repair Alienware specifically and that even the operator had said that it never happened before, so what does that tell you.

  if nothing else happens on the system between now and the time that the warranty elapses, I will elect to use the accidental damage, but Im still going to evangelized that people do not buy their systems if they intend to maintain them less they caused the same amount of trouble that I have from simply doing a routine maintenance job.

  Please see Dells own process for doing exactly what I have done.

  Removal of bottom plate:

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

  Installation of bottom plate:

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

  please keep in mind that these are customer installed parts in this manual meaning that no service technician should be required to do them

  Like I said before I am done with the matter it is clear Dell does not wish to take responsibility and simply wants to pass the blame onto the customer for a failure in their QC process.

  Regards,
  
  ****** Fort

  

  Business Response

  Date: 07/01/2025

  BBB Complaint ID:  ********
  
  Dear Better Business Bureau,    
  
  I am writing on behalf of Dell in response to the rebuttal complaint filed with your office by the customer, ****** Fort.             
  
  Dells representative, *******, has been assigned to this case regarding the customers inquiries and concerns about their Dell Alienware m16 R2 Notebook computer with accidental damage inadvertently done to the unit.  ******* informed the customer that any damage brought about to the system by the customer or an end user, is not covered under *********************** Limited Hardware Warranty, however, the customer did pay to have the system covered for accidents, hence the name, Accidental Damage support, so ******* has reminded the customer they may take advantage by using this coverage if they choose. The customer has chosen not to take advantage of their Accidental Damage Coverage currently and that is certainly their prerogative.  Should the customer have any additional concerns they may reach out to Dell by phone, email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# *********        
  Dell Technologies  

• Initial Complaint

  Date:06/16/2025

  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 an Alienware M18 R1 laptop on August 6, 2023.After experiencing frequent blue screens, Dell replaced the original motherboard in December 2024 under warranty. That replacement failed again after just five months the DC-in cable burnt up. When Dell serviced the laptop again, they incorrectly replaced the Alienware M18 R1 motherboard with a lower-spec M16 motherboard, and mismatched my service tag in the process.Because of this mistake:My system now has a lower-spec CPU The *** is not detected in BIOS Two SSD slots no longer work The performance and compatibility are severely compromised I contacted Dell Support to report this, and they admitted the motherboard replacement was done outside of warranty. However, the core issue is that Dell made the mistake of installing the wrong motherboard and incorrectly reassigned the service tag, rendering my system unusable and misrepresented in their records.I am requesting that Dell:Replace the incorrect M16 motherboard with the correct M18 R1 motherboard (with proper specs and part compatibility)Correct the service tag assignment in their system Restore the system to its original configuration or provide an equivalent replacement I am not asking for anything outside my original warranty coverage. I am only requesting Dell to fix the mistake they caused by installing incorrect hardware and mismatching system identifiers. I have photo evidence, BIOS screenshots, and full documentation of the timeline.I respectfully request that Dell resolve this at no cost to me, as it was their technicians error that left my system unusable.

  

  Business Response

  Date: 06/17/2025

  A Dell representative ****** ****** 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: 07/07/2025

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

• Initial Complaint

  Date:06/12/2025

  Type:Product 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.

  Subject: Wrongful Reseller Flag on Residential Address Causing Account Termination I am filing this complaint due to Dell incorrectly flagging my residential address ********************************************** as belonging to a reseller. This classification is false and caused several problems.Over the past month, I attempted multiple purchases on Dells website as Guest, all of which were canceled minutes after being placed. I contacted my bank (****), and they confirmed that all transactions were approved and no issues existed on their end.Dell **************** advised me to contact the ***************** When I did, the representative informed me that my address was being flagged as a reseller or business account. I explained that these were personal purchases and that I had selected Personal or Business during checkout. The agent opened a ticket and instructed me to try again after 24 hours. Despite this, my orders continued to be rejected.These repeated order attempts triggered notifications on *********** Shopping, where I had activated a cashback promotion. As a result, *********** terminated my account, stating that I was acting as a reseller, according to Dell (!), which violates their terms. They cited reseller behavior, based on merchant reports in this case, Dell.This is a serious mischaracterization. I am not a reseller, and all attempted purchases were for personal/professional use and set for delivery to my residential address.I respectfully request that Dell:1.Remove the reseller flag from my address;2.Confirm in writing that I am not a reseller and no goods were shipped;3.Communicate this to *********** Shopping to help reverse their decision;4.Allow me to make purchases on Dells site without restrictions.I await a timely resolution.Sincerely,******* ****** dos ******.

  

  Business Response

  Date: 06/17/2025

  Dear Better Business Bureau,
  
  A Dell representative, Benhur has contacted the customer and is working with them to reach a reasonable resolution. If the customer has additional questions during this process, the customer can reach him directly via his email at [email protected]
  
  Sincerely,   
  Advanced Resolution Group 
  Case # 211274556    
  Dell Technologies. 
  
  

  

  Business Response

  Date: 06/23/2025

  Dear Better Business Bureau,
  
  A Dell representative, Benhur has contacted the customer and resolved his issue. He informed customer that the re-seller flag has been removed from his account and he can now place orders with Dell.

  Dell considers this issue as resolved.

  Sincerely,   
  Advanced Resolution Group 
  Case # 211274556    
  Dell Technologies. 

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23456984, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Matheus Bossle Dos Santos

• Initial Complaint

  Date:06/12/2025

  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.

  On April 3 - Spoke to Dell support re: blue screen loop on new ** that cost $2,000. They gave me a repair location to drop off the ** for repairs under warranty On April 4 - Dropped off the ** as per instructions and confirmed with Dell. I was told it would be ready within a couple of days (receipt said April 5, and store technician told me 1-2 days) By April 18, I had received no updates from the repair location. I called, and they told me I should hear back in 1-2 days. 2 more weeks passed and I received no updates. I called numerous times, left multiple messages, and received no response. On May 15, 1.5 months after my ** was dropped off, I reached out to Dell Support chat for help. Support chat told me theyd inquire and get me an update -- over 3 weeks later, they had still failed to do so. At one point support chat told me to go to the location to pick up my system. Since no updates were provided, I was surprised and asked if they were able to actually confirm that my ** is there, since if they dont have it, that would be a terrible thing to put me through at this point. After telling me again to go in person and pick up my system, once prodded to confirm, support chat was once again unable to do so. On June 6 I called Dell phone support, over 2 months since I dropped off my **. At this point it felt like my system was lost or stolen, but no one wants to be honest with me. The support tech and her manager assured me they would be following up personally and would stay on my case until it is resolved. They emailed me and told me to expect a message within 24 hours. These were all lies. After I messaged multiple times the following week, after 84 hours I got a response (from a different person) that was the same generic reply I had been getting from support chat for the last month. When I said so, I received the same message the next day (today, 6/11) without a word from ****** or *********, the individuals who lied to me on June 6.

  

  Business Response

  Date: 06/13/2025

  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.  We ask the customer to continue to work with ********, who can be reached directly by email at ***********************************************************************.                            

  

  Business Response

  Date: 06/25/2025

  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 Computer purchased from a third-party seller. The customer had taken their ********************** to the Dell ************************ The customer was disappointed with the lack of communication with the service center and with Dell as well. The service center diagnosed the problem with the computer as the system RAM, Dell is unable to assist in this matter because the Seller had installed third-party parts in the computer. ******** explained Dell can only provide a warranty for the parts installed at the point of manufacturing. The customer appreciated this information and expressed they wished they had known this information prior to having this service experience. ******** apologized to the customer for the negative experience and thanked the customer for their feedback. The customer will need to follow up with their Seller on this matter. We appreciate the customer allowing ********************** to address this 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:06/11/2025

  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 made a purchase for a Dell Laptop this time last year, and while brand new, my device exhibited a screen flickering issue, but as a student, I had to wait until class was out to address the issue while under warranty. on 5/26/25, I had sent my device in for service, and was told that the issue was resolved, but it was not, and the screen flickering resumed. I have paid over ***** dollars to dell for this device. The issue is that on 6/5/25 I reached out to dell support via their chat feature on their website, and was told by their agent that my device issue would be addressed as I was still under warranty at that time. I expressed my concern as I only had 4 days under warranty at that time, and was assured that since my issue was made clear prior, that I would be ok. I am now unable to get adequate assistance with non US based call centers, and I have not received my box to send in my repair as promised.

  

  Business Response

  Date: 06/12/2025

  A Dell representative Sreejith R 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 customer’s issue
  has been addressed.

  

  Business Response

  Date: 06/20/2025

  Dear Better Business Bureau,
  Thank you for providing a copy of the customer’s
  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 customer’s submission.
  
  Dell representative Sreejith R and requested that the
  customer test the system and contact him should they encounter any issues and,
  to date, there has been no follow-up response by the customer. The customer
  confirmed the system is working properly.
  We remain available to assist the customer under the terms
  of Dell’s Limited Hardware Warranty.
  Sincerely,
  
  Advanced Resolution Group
  Incident ID: 23453948
  Dell 

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23453948, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Adam Pedroza