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

  
• 

  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:08/11/2022

  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.

  My daughter ******************************* - with my credit card and my permission, bought a computer from Dell Computers in the Amount of $1,416 on December 14th, 2022 from a dell salesman at Dell. The man called my daughter the next day and said the charge did not go through. So my daughter on December 15th gave the man the credit card again. So we thought we has bought one computer on the 15th of December. The end of December my daughter received two boxes thinking her computer arrived, I received my bill January 16th with two charges. I disputed this with CitiBank- the credit card company - Thinking we bought one computer. They reversed the charge. My daughter had back surgery during this period and because of covid , her computer man could not come to set up the computer at her home .. She had six weeks of post operative for recovery -- So Now it is March and we realize we have two computers. We call Dell for a return label to return the second computer. They say the period of 30 days to return the computer was up. So we went to ********* and they tried to help, but never followed though with any help. From here on-- It was just a run around with Dell and *********. No one would help us at Dell Computers or *********, with the fraud selling of two computers by a man at Dell Computers. He was lieing on the December 15th that the card did not go through. He knew and just put the card though for a second time. This is fraud!!! All I want is return label or an address from Dell Computers to send back the second computer and have the charge of $1,416.64 reversed on my credit charge. They have been giving me a run around for too many months.. I would appreciate a return email or call from the Better business Bureau - saying you can help me with this fraud with Dell Computers Sincerely, *************************- ******************* --- or ******************************************************************************** or ************

  

  Business Response

  Date: 08/16/2022

  Thank you for the letter from *************************. A representative has been assigned and will contact the customer concerning the contents.

  

  Business Response

  Date: 09/01/2022

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address the correspondence submitted by *************************. Our representative has been in contact with the customer and, as a onetime goodwill gesture, provided an exception to the Dell Return Policy. A return for credit has been dispatched and our records indicate the system is being returned to Dell. Once received the credit will be processed and our representative will remain engaged while the credit is applied to the original form of payment. We regret any inconvenience which may have occurred.
  Sincerely,
  Advanced Resolution Group
  Incident ID ********
  **********************

• Initial Complaint

  Date:08/11/2022

  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 dell laptop for my birthday almost 2 years ago and ever since I have owned it, I have had MANY defective components that required the pc to be repaired. I have had several motherboard replacements, headphone jack ************ complete laptop ************ heat sink ************ several bios flashes, and others. Once my warranty expired last year, they gave me no choice but to purchase the extended warranty to continue receiving repairs to my already defective system. Within this week, I just had dell ship my laptop to their repair center to receive ALL of the proper care to restore it to perfect running condition and when I booted it back up after they shipped it back, it was as if they didn't do a single thing to fix it. I have built many pc's in my life and none of them have had issues even close to the lemon that I have here and this is from one of the largest names in computers. All I want is to have a pc to use for its intended purpose and I haven't even been able to do that. I have requested many times to have a replacement pc issued to me, and each time, they tell me that I am out of my 1 year warranty window for that. To me, this sounds like a scam tactic so that I had to purchase the extended warranty with which, I am not even getting the warranty support that I need. Soon my extended warranty will be over and I will be left with a laptop that will continue to break from no fault of my own. I believe that Dell knew about these problems with this line of laptops because there are numerous reports of others having similar complaints. If I had known this, I would not have purchased this laptop. Please help me to remedy this as I believe that I have been scammed out of the money that I spent on this system. Thank you.

  

  Business Response

  Date: 08/16/2022

  Thank you for the letter from *********************. A representative has been in contact with the customer concerning the contents.

  

  Business Response

  Date: 09/01/2022

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address the correspondence submitted by *********************. Our representative has been in contact with the customer and, per the terms and conditions of the Dell Limited Hardware Warranty, offered a system exchange. The offer was accepted, and our records indicate the replacement system has been delivered. The customer confirms it has been received and the issue resolved. We regret any inconvenience which may have occurred.
  Sincerely,
  Advanced Resolution Group
  Incident ID ********
  **********************

  Customer Answer

  Date: 09/01/2022

  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:08/10/2022

  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 placed an Order for a Dell computer on 07/28/22. On 07/30/22 I checked status because I had express shipping. It says that it was completed on 07/30/22. Estimated shipping date was August 5-9, 2022. I contacted Dell on 08/08/22 because there still was no shipping listed. I sent a chat asking that they cancel. They said they could not cancel because it had been prepared. Contacted again on 08/09/22. Told cannot cancel, yet I have already been billed and it has not been shipped, so I cannot GET my computer, but I can't cancel either. I do NOT want any product from Dell. I have had Dell computers for 20 years. No more.

  

  Business Response

  Date: 08/12/2022

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

  

  Business Response

  Date: 08/17/2022

  A Dell representative, *******, is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission.  We remain available to assist and ask that the customer contact our representative at *****************************************

  

  Business Response

  Date: 08/23/2022

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers submission.  Dell records show the customer order was placed on July 28th with it invoiced on August 10th.  The order did have express shipping tracking information indicates it was delivered on August 11th.    Dell has confirmed receipt by the customer and if unhappy with the system she has until September 10th to contact Dell for a return authorization. 
  Should the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.
  Sincerely,
  Advanced Resolution Group
  FID #********
  Dell
  
  

• Initial Complaint

  Date:08/09/2022

  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.

  In early June I purchased a PC from Dell. I used 2 payment methods to purchase the item. 1 was my credit card; the other was a dell gift card which I received for trading in my old computer. After receiving the computer I decided it was not for me and immediately returned it in the allowable time frame for returns. I sent it back via Fed Ex and was told the refund will take ***** business days to post to my account. After numerous calls and emails it's been almost 2 months and I have still yet to receive the refund. I did receive an email from a supervisor who attached a credit memo but this was 2 weeks ago and still no refund. I have disputed the charge on my credit card for $476.03 and I am still owed $139.96 from the gift card. Please find the credit memo attached.

  

  Business Response

  Date: 08/15/2022

  Thank you for providing a copy of the customers submission.  A Dell representative, Cecibeth, is attempting to reach the customer by phone email; however, to date we have been unable to discuss the contents of their complaint. We remain available to assist.  Please have the customer contact the representative by email at ****************************************************.

  

  Business Response

  Date: 08/30/2022

  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. 
  
  A Dell representative, Cecibeth, 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.  Cecibeth has assisted with the customers refund and a refund check is being mailed to him.  Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.  Dell now moves to close this matter regarding Incident ID: ********.  
  
  Sincerely,  
  
  Advanced Resolution Services
  Incident ID# ********
  **********************
  
  

  Customer Answer

  Date: 08/30/2022

  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:08/09/2022

  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 bought this Desktop computer on June 22, 2022. I recieved it on June 30th, 2022. I returned it July 2nd. When they received it they said it met their requirements for a full refund.I have contacted them multiple times for my refund. They said that it's been processed to my card but i haven't received any money. I've tried to contact them further but no one will respond anymore.I would like my $478.80 back into my bank.My order number is ********* My return authorization number is *********

  

  Business Response

  Date: 08/12/2022

  Thank you for providing a copy of the customers submission.  A Dell representative, *******, is attempting to reach the customer by phone and email; however, to date we have been unable to discuss the contents of their complaint. We remain available to assist.  Please have the customer contact the representative by email at *****************************************.

  

  Business Response

  Date: 08/25/2022

  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. 
  
  A Dell 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 processing the customers refund.  Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.  Dell now moves to close this matter regarding Incident ID: ********.  
  
  Sincerely,  
  
  Advanced Resolution Services
  Incident ID# ********
  **********************
  
  

• Initial Complaint

  Date:08/09/2022

  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 have an active, ongoing service request with Dell Computers about an issue with my new pc, bought in January 2022 and still under warranty. Stuttering, clicking, audio and video. We HAVE run through many troubleshooting steps over weeks now and finally they agreed that a new motherboard was the next step. An on site technician was scheduled to come over and do that job. No one showed up, No one called. Dell, promised me the next day they would be here. Again, no one showed up and no one called. Again, Dell promised me the next day that the technician would be here. And, yet again, no one showed up. After calling Dell, the promised technician then texted me at the end of the day to tell me he would not be here. I'm at my **** end. I just don't know where to turn. I just want them to service and fix my computer as promised and/or replace if it can't be fixed. Below I posted a file showing the report of my computer problems by software, after they occur.

  

  Business Response

  Date: 08/12/2022

  Thank you for the letter from *****************************. A representative will be assigned to contact the customer concerning the contents.

  

  Business Response

  Date: 08/30/2022

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address the correspondence submitted by *****************************. Our representative has been in contact with the customer and depot service was dispatched. Our records indicate the system has been repaired and is being held at the depot at the customers request. Our representative will remain engaged while it is shipped and delivered to the customer. We regret any inconvenience which may have occurred.
  Sincerely,
  

  Advanced Resolution Group
  Incident ID ********
  **********************

• Initial Complaint

  Date:08/09/2022

  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.

  On May 26th I ordered a new XPS ****, service tag 8KD1LN3, which comes with the 6GHz capable ***** AX211 wireless adapter factory installed. The laptop was delivered on June 10th, and nineteen days later on June 29th I opened a support ticket because the laptop is unable to connect to my 6GHz network. This was well within the 30 day return window, and the support ticket is still unresolved 43 days later as of 5 August.The factory installed wireless adapter is capable of connecting to 6GHz networks according to the *****, the manufacturer. Dells support continues to regurgitate that although the adapter is capable of 6Ghz technology, it has been disabled by Dell and the system is working as designed. I feel like Dell has deceptively advertised and mislead consumers like myself by intentionally leaving out the 6GHz specifications which the AX211 adapter is capable of. Dell has also intentionally left out the 6GHz capability in their specifications.Dell refuses to address my issue with their consumer relations/customer service, only replying that their engineering department says the system is working as designed. Although I am seeking a full refund for return of the system, I also want to make other consumers aware of the misleading and deceptive advertising practices of Dell.

  

  Business Response

  Date: 08/12/2022

  A Dell representative, *******, has contacted the customer and explained why the 6GHZ is not supported.  The representative did authorize a return for refund as an exception and provided a prepaid return shipping label. The representative will follow up once the credit has posted.  We remain available to assist and ask that the customer contact our representative at **************************************

  

  Business Response

  Date: 08/19/2022

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers submission.  Dell representative ******* has confirmed the credit has posted back to the Dell Financial account.  The representative provided a credit memo to the customer, informed them to follow up with ********************** Financial regarding a refund.  The customer had no further questions or concerns.
  Sincerely,
  Advanced Resolution Group
  FID #********
  Dell
  
  

  Customer Answer

  Date: 08/19/2022

  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:08/09/2022

  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 Mobile Precision **** in November of 2019. Included in this purchase was a 3 year Dell Pro Support plan and a 3 year ************************** I have an open case for a replacement laptop that has exceeded a reasonable timeframe. Please see the timeline of events below in regard to this claim. 7/11/2022- Laptop damaged. Per *************************** a replacement would take ***** days to ship.7/12/2022- Informed by *********************** that there was no inventory in stock and that the inventory team would look into an alternative replacement laptop.7/19/2022- Email received from *********************** asking if a Dell Mobile Precision **** would be an acceptable replacement. A comparison chart was provided to Snap On IT for review.7/20/2022- I emailed *********************** that this replacement was acceptable. I did not receive a response back.7/27/2022- I reached out to *************************** requesting a call back after not receiving any further communication from ***********************. 7/28/2022- Received a call back from ******* informing me that ***** was now handling my claim and that he would forward the message to her.7/29/20022- I also emailed *********************** requesting a status update.8/2/2022- Received a call back from ***** who informed me that the replacement laptop would not be sent until 9/9/2022.8/5/2022 ***** emailed and called to verify the shipping address and stated that a replacement laptop can not be shipped until 9/13/2022 at the earliest. I purchased a service/insurance for this laptop because it is essential to running my business. I'm clearly not getting what I paid for. I can appreciate the various supply issues that are happening nationwide across many industries- but not being able to offer your customers a reasonable and timely alternative is not acceptable. I asked to speak to a manger and was told no. I asked for more options including purchasing a new laptop at a discounted price and was told no. I need a replacement/exchange laptop to run my busines

  

  Business Response

  Date: 08/12/2022

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

  

  Business Response

  Date: 08/16/2022

  A Dell representative, *********, is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission.  We remain available to assist and ask that the customer contact our representative at ********************************************

  

  Business Response

  Date: 08/19/2022

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers submission.  Dell representative has confirmed an exchange order has been shipped to the customers.  The representative provided information on how to extend the warranty as requested.  
  Should the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.
  Sincerely,
  Advanced Resolution Group
  FID #********
  Dell
  
  

  Customer Answer

  Date: 08/19/2022

  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:08/08/2022

  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.

  I have returned a defective computer on July 15th and still have not received my refund. Dell made an error in refunding me and now it has been stuck in limbo with their finance team. They have been very unhelpful getting this resolved.

  

  Business Response

  Date: 08/12/2022

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers submission.  Dell records indicate the credit posted on August 10 2022 back to the original form of payment.  
  Should the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.
  Sincerely,
  Advanced Resolution Group
  FID #********
  Dell
  
  

  Customer Answer

  Date: 08/12/2022

  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:08/05/2022

  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.

  I purchased a alienware r17 laptop from Dell on 7/1/22 for $3408.77. I paid $49 for expedited shipping. It was shipped by *** on 7/6/22. It cleared customs in *****, in ****** and has been sitting ********** ******** since 7/28/22. It won't clear customs there. I reached out to *** and they said there isn't a packing slip and need documentation to clear customs. I called Dell on Monday August 1st and was to I would be assigned a "specialist " to deal with this and they would handle it. I was contacted by a specialist by email on Monday and phone on Tuesday telling me they are aware of the issue and working on it. I would hear something in 24hours. The only thing I have heard is from *** saying they need clearance documentation and that was a half hour ago. It has been more than 30 days since I order the computer. This is unacceptable.

  

  Business Response

  Date: 08/10/2022

  Thank you for the letter from ***********************. A representative has assigned and will contact the customer concerning the contents.

  

  Business Response

  Date: 08/17/2022

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address the correspondence submitted by ***********************. Our records indicate the order was delivered on August 6, 2022, and our representative has confirmed, with the customer, it has been received. We regret any inconvenience which may have occurred.
  Sincerely,
  Advanced Resolution Group
  Incident ID ********
  **********************