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:08/05/2022

  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.

  Hello,I purchased a laptop from Dell in late November 2021. From day one it was defective, and as per Dell's refund policy, I requested a refund within 30 days of the original invoice. Unfortunately, Dell refused the refund and told me I should talk to technical support first, and they would refund me if the issue couldn't be resolved.Over the past 7 months I've spent over 50 hours on the phone with Dell and have been given two 'replacement devices' which we also defective. Now Dell is refusing the refund that they promised. I spoke to a supervisor in the customer care division yesterday who admitted that Dell made an error in not processing the refund when I made the request within the first 30 days, and yet I am still denied a refund.I have tried to get this resolved with Dell myself, but in the last 8 days I've been promised 9 different call-backs, none of which have happened. I've been bounced between departments repeatedly, been lied to numerous times, and even been yelled at by a representative. Yesterday I was given a phone number for their 'complaints department' which turned out to be an out of service number.In summary, I requested a refund within the 30 day return window. Dell refused, and then dragged out my claim with technical support for 7 months. They admitted an error in not processing the refund initially, but still refuse to process now. Apparently I am responsible for their mistake.

  

  Business Response

  Date: 08/09/2022

  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: 08/29/2022

  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.  ****** is processing a return for refund for the customer.  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:08/05/2022

  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.

  March 10, 2022 : Placed order for new Monitor ********* March 13, 2022 : Placed order for new Alienware desktop computer ********* This was a whole system ******************************** being purchased. It took a few days to complete the Computer order as it required assistance from a Dell agent.Monitor was received in a box with zero damage on March 14, 2022. The Computer was delayed due to issues related to Dell manufacturing in *****.Computer was finally received on June June 17, 2022.I had to leave the state for business the end of May and did not arrive back home until July 24, 2022. This was the first opportunity for me to setup the new system. Upon turning on the new Monitor it showed a random image that obscured ~25% of the monitor view preventing my from completing the new system setup. I called Dell and provided an image of this defect. They quickly stated it was "Accidental Damage" and stated it was not covered. I have a full warranty for this 'System' and have no idea about some limited time to open a box and verify its equipment works. Dell could not have expected me to verify this monitor on March 14, when I didn't receive the computer until June 17th. The box the Monitor shipped in has zero damage and the Monitor has zero damage. It is apparent that Dell shipped me a defective Monitor and refuses to rectify the technical issue.

  

  Business Response

  Date: 08/10/2022

  A Dell representative ******** has authorized a new exchange monitor be sent to the customer.  The representative explained once the exchange is processed he will follow up with if there is any delay's.  

  

  Business Response

  Date: 08/19/2022

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers submission.  Dell representative ******** has confirmed receipt of the replacement monitor.  A prepaid return shipping label has been provided for the old monitor and remaining warranty transferred to the replacement. 
  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:08/04/2022

  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.

  [Current Unit Tag#: B5KJ2J3] I bought a new XPS 15 approximately last August (2020) and have had nothing but trouble with it. After going through the tech-support process, they determined the first one was defective and I sent it back. They sent me a new one. Unfortunately, that one was all scratched up and disfigured, so I sent it back and they sent me another. Things went well until may when the screen started dying ( little bright horizontal and vertical lines would start appearing and are getting worse and worse to the point I can't use it now). On 5/6/22, I called tech support to report new the new problem. They said I needed a new screen. But, there was a problem: they said my year warranty was suspended. When I asked why, they said they didn't know but they couldn't help me. They recommended buying a new computer ( this is a ~$3000 computer!). I want to talk to supervisor but one was not available. They said one would call me back. They never did. On 5/13/22, I called again and spent three hours on the phone trying to get to somebody who knew what was going on why was my warranty suspended prematurely. I was hung up on three times and finally got to somebody who said I needed to talk to a supervisor. They would call me back and never did.Today this computer is not usable and I'm tired of calling Dell support, because no one knows what's going on and they should not have suspended my year warranty, for now the ear is almost over and I have a worthless computer.I want Dell to honor the year warranty and get me a new computer and exchange for this dysfunctional one which was the agreement we made when I purchased the computer. They had no right to prematurely suspend my year warranty, for reasons I still don't know.

  

  Business Response

  Date: 08/09/2022

  Thank you for the letter from *******************************. A representative has attempted to contact the customer concerning the contents.

  

  Business Response

  Date: 08/23/2022

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address the correspondence submitted by *****************************. Our records indicate a system exchange was provided according to the terms and conditions of the Dell Limited Hardware Warranty on September 25, 2021 and the replacement system was delivered on October 1, 2021. However, our records indicate the original system was not returned to Dell and, per the terms and conditions of the warranty, the account was placed on hold. Our representative has been in contact with the customer,who confirms they are in possession of both systems. A return shipping label was provided, and our representative advised the hold will not be removed until one of the systems is received at Dell. The return label has not been activated and the customer has not responded to subsequent contact attempts. Dell Technical Support remains available to assist according to the terms of the warranty should the customer change their mind and return one of the systems.
  

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

  Customer Answer

  Date: 08/23/2022

  Complaint: 17662414
  
  I am rejecting this response because it is not accurate.

  #1) I have been in email contact with Dell (***************************) over this issue, so it is not accurate to say that I haven't responded.

  #2) I have returned the original defective system and have proof.

  It's the second system, which had scratches all over it, that was not returned.

  I want to return the third computer I have now because the screen is now broken tech support said I need a new one based on the pictures I sent them. This was okayed by customer support. However, I am not super ********************** tech savvy and need the assistance of tech support to transfer my data to the scratch computer, but they won't turn it on and instead want me to go pay money to have somebody professionally do this for me. This is not fair.  I just need a little technical assistance and can do this myself.

  I propose that they turn back on tech support for seven days, so I can get this scratch computer up and running and then I can return the computer with the broken screen with the labels they provided by email.

  Its clear to me that the right hand doesn't know what the Dell left hand is doing and it has caused me about 8 month of pro support. As the customer service representative stated in his recommendation letter to the "powers above him", once I return the computer I would like at least eight months of pro tech support turned back on Just in case any new problems come up with this computer it only fair, especially since I'm taking a computer that is scratched up At least it works, so far.

  I have been buying Dell Computer since the ****s and I assure you this will be the last one I ever purchased because of the way this thing was handled.

  
  Regards,
  
  *********************************

  

  Business Response

  Date: 08/26/2022

  Dear Better Business Bureau,
  I am writing on behalf of Dell Inc. in response to the rebuttal filed with your office by the customer.   ********************** is not responsible for backing up data or lost data.  The customer must return one of the units prior to any further support will be provided.  Per the terms of Dell Hardware warranty:
  Dell Limited Hardware Warranty | Dell
  A suspension of your limited hardware warranty for failure to properly return a product or to pay an amount charged for such failure to return a product will not toll the term of your limited hardware warranty and the limited hardware warranty will still expire in accordance with its original term.
  As Dells stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matter. Our representative remains available to discuss this matter however there will be no change in the resolution offered.
  Sincerely,  
  Advanced Resolution Group
  FID # ********
  Dell.
  
  

  Customer Answer

  Date: 08/26/2022

  Complaint: 17662414
  

  You don't understand the point. The reason I need tech support help moving the data onto the working XPS 15 is because the other XPS 15, the one I'm going to return to you, is broken. If your **** computer wouldn't of broke, again (this is the second one that has broke within the warranty period), then I wouldn't need to move the data. How is that my fault? Why should I have to go to Best Buy and pay for this? ITS YOUR FAULT THE COMPUTER IS NOT WORKING, SO IT YOUR RESPONSIBILITY TO HELP ME GET THE **** MOVED OFF OF IT.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/04/2022

  Type:Delivery 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 July 26th 2022 I placed an order through Dells website order#********* with a ship date of Aug 3rd and a delivery date of Aug 9th. At no point through the ordering process did the website stop the ordering process because dell is unable to fill the order. I kept calling customer service because according to the website everything was ok but I knew the computer was still not in production and was never planned on meeting the delivery date. I called customer care numerous times for them to tell me parts are out of stock, I was never officially notified this by dell through their website or in an email. They opened a service request ********* severity 3 age of request 6 days still with no answer. 5 customer service agents 3 supervisors no answers but at one point was trying to upsell my purchase to a more expensive computer. On August 2nd I was fed up with the run around and no answers and stalling I spoke to the order modification ***** and Vishal ext. ******* told me I have to cancel my original order ********* and place a new order for the computer that did in fact have all the parts in stock so I agreed because I want my computer as soon as possible so on Aug 2nd we cancelled order ********* and placed a new order ********* with a ship date of Aug 22nd and delivery of Aug 23rd. How is this computer taking longer to get when dell is saying all the parts are in stock. And even with overnight delivery how is this computer supposed to get though US Customs that fast. A new service request has been opened ********* but I know that will go unanswered as well. I have been lied to they tried to upsell me they have been stalling and as a consumer I can not get any straight answers. I believe dell is selling customers computers they know they do not have the parts for until after the customer places the order which is in the thousands. If I had placed this order with Amazon and went through this they would have overnighted me a $4000 item and say sorry!

  

  Business Response

  Date: 08/09/2022

  Dell representative Cecibeth has contacted the customer a final resolution has not been determined at this time.  We ask that the customer contact our representative at ****************************************************

  

  Business Response

  Date: 08/22/2022

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers submission.  Dell representative Cecibeth followed up with the customer confirming the order has shipped.  The representative provided tracking information for the customer to follow it online.  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: 08/23/2022

  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:08/04/2022

  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 purchased this laptop in October 2021, a Dell Inspiron ****, 32GB of RAM and a 2TB SSD. Out of absolutely no where, the computer would no longer boot up. It will hang at the Dell logo splash screen for several minutes, and then go into a SupportAssist screen, saying that the Hard Drive is Not Installed. The hard drive is seated correctly and has power going to it. Again, this came out of NO WHERE. No error messages, no warnings, nothing. In addition to this, the replacement AC adapter has ALSO failed and been replaced twice in the less than a year that I've owned the machine.There's no reason for this to be happening. The hard drive has never been moved, replaced, changed, dropped, even unplugged from this laptop. Again, it's less than a year old.I work from home, and the only support option Dell is giving me is to buy their mail-in service warranty, which would leave me without a laptop for 2+ weeks. Which is a completely unacceptable solution to a problem with a laptop that is under a year old and has never had any issues before the charger **** died (which is a problem in and of itself - there's no reason a **** should need to be replaced WITHIN A YEAR).Completely ridiculous and unacceptable and now I am without a laptop that I paid $1200 for, less than a year ago, and cannot afford to replace, and which will now cost me not only time and money, but client relations as well. COMPLETELY unacceptable.

  

  Business Response

  Date: 08/10/2022

  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: 08/16/2022

  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 informed the customer that ********************** originally the computer with service tag F236173 in October of 2020 and it warranty expired in January of 2022 and advised her to contact the reseller for support and/or service.  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:08/01/2022

  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.

  Dell Purchase **************** Purchased On:Jun. 25, 2021 I purchased this PC and have been getting the run around on how to fix a software-related issue for the last 3 months. I am done going back and forth with their support to only have a PC that constantly crashes and is pretty much worthless to me at this point. I have uninstalled and reinstalled multiple things to aid in troubleshooting. Finally, after all else failed they make me ship it to them, and now they are refusing to repair my PC under my Extended warranty. Not even a year old and now they won't repair my PC. I have all the emails with such conflicting support fixes and none of them worked. Now at the end of this, they say it's a hardware issue in the way of my software issue. I just want my money back at this point. They sold me a lemon. I can print all the emails and attach, but there are a lot of them. Please let me know.

  

  Business Response

  Date: 08/03/2022

  Thank you for the letter from *******************************. A representative has attempted to 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 *******************************. A representative has been in contact with the customer and, as a onetime goodwill gesture, provided an exception to the Dell Return Policy. Our records indicate the system has been returned and the credit applied to the original form of payment. We regret any inconvenience which may have occurred.
  

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

• Initial Complaint

  Date:08/01/2022

  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.

  For Order ********* I requested a return within the 30 day return policy per Dell policy and was not provided an RMA. The item is new and not used. I want to return for a full refund please.

  

  Business Response

  Date: 08/04/2022

  Thank you for providing a copy of the customers submission.  A Dell representative, *******, is attempting to reach the customer by 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: 08/16/2022

  BBB Complaint ID:     17641519
  
  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 processed a refund for the customer.  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:08/01/2022

  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.

  On 6/01, I placed an order for a 15" laptop computer, 24" monitor, docking station, software (Office 365, PDF Foxit, and Adobe Photoshop Elements 2022 & Premiere Elements 2022 Bundle), & 2-year premier ******* package from Dell. I was given delivery date of 6/30 for the laptop. On 6/28, notified that product I ordered no longer available. Dell offered upgrade to 16" laptop at no add'l cost. They assured me everything I ordered would remain the same. The tech support specialist placed order for upgraded unit. It arrived 2 days later. It would not turn on. After conversing w/tech support again, they issued RMA code to return non-functioning unit. I was told to contact customer care to order replacement since they could order with $0 dollar ************* sooner. I received second unit 2 days later. The only software I received electronically was Office 365. Both Dell associates neglected to ensure other software was included in order, nor did they include premium ******* pkg I ordered. When I spoke w/Dell on July 15th, they assured me that prem ******* would be reinstated, Adobe Photoshop Bundle would be available by 7/18, and credit would be issued ($80.00) for PDF Foxit software because they couldn't provide that software. I have since received 3 emails informing me that delivery of software has been delayed (now to 8/1); keep in mind that delivery is done electronically. They initially wanted me to ship computer back so they could credit entire computer order, reissue invoice, ship it back, & then email link for software. After speaking with a mgr, they agreed that this would waste **************** since they don't physically do anything w/computer. I have been arguing w/Dell over their mistake for weeks. I just want what I originally paid for. I have lost ************ dealing w/countless Dell associates. They hang up on me, pass me from **** to ****, I never speak w/same people. I'm aggravated, frustrated, & generally ****** off. They reinstated prem ******* only

  

  Business Response

  Date: 08/05/2022

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

  

  Business Response

  Date: 08/11/2022

  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: 08/18/2022

  A Dell representative ******* has contacted the customer after reviewing the account.  The representative explained that Dell has already provided a refund for the incorrect software.  A new order for the correct software has been placed at no cost.  The customer has also been provided a free upgraded warranty to onsite.  The representative has denied any further compensation but offered a return if the customer would like.   We ask that the customer follow up with the representative by emailing ***************************************************************************** 

  

  Business Response

  Date: 09/06/2022

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers submission.  Dell representative ******* has explained the software that was placed was cancelled since it was the incorrect software also.  The representative provided the customer with a $75 coupon to purchase the software of her choice.  The representative also provided the option to return if the customer is unhappy with resolution or the system.  
  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:08/01/2022

  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.

  4/24/2022 I telephoned and ordered a pc from Dell Espiron ****, I rec'd the pc 4/26/2022, set it up 5/7/2022.Problem no sound, contacted was advised to get speakers and they were able to assist. I ran their support assist and was advised there was a hardware problem, I called tech support. Tech support was called again I lost audio, requested larger print, and asked for Outlook mail to function Tech Support restored audio couldn't help with print and outlook. Called Tech support again the agent was very thorough and downloaded Windows 11 (Windows 11 was to come with initial purchase). Dell finally concluded the pc was to be exchanged for a non-defective pc. Effective 6/18/2022 an exchange computer was to be delivered, then 6/28 it was to come (supply chain problems) meantime little problems were cropping up. On 7/1/2022 I cancelled the exchange; the defective computer I said I will use in place of the computer I discarded. I thought it was a done deal on 728/2022 I rec'd a **** for $614,00 the cost of the defective computer and a late charge. I have written Dell, no response, each call is someone else. Dell sent me a defective, lesser product, (refurbished and Windows 10 not 11) by their own willingness to exchange attest to that. I owe Dell nothing and desire the **** be quashed. I bought 2 Dell pc's in the past never had these type problems. Funny they were able to send a defective computer within a week and the supply chain was in existence, but a working non-defective pc is held up due to the same issue hmm!

  

  Business Response

  Date: 08/03/2022

  Thank you for the letter from *******************************. A representative has attempted to contact the customer concerning the contents.

  

  Business Response

  Date: 08/11/2022

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address the correspondence submitted by *******************************. A representative has been in contact with the customer and, as a onetime goodwill gesture, offered an exception to the Dell 30-day return policy. The customers request for an additional 60 days has been approved. Once the system has been returned, the credit will be applied to the original form of payment, her Dell Preferred Account through Dell Financial Services.
  

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

  Customer Answer

  Date: 08/12/2022

  Complaint: 17638101
  
  I am rejecting this response because: I never agreed to purchase the defective pc I said the defective pc will be used until I replace it as I had discarded my pc after receiving 

  theirs. I did not at first it was defective. Dell offered to replace and failed to do so now is demanding payment and are ruining my credit this is wrong.
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/29/2022

  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.

  On June 28th, 2022 my replacement order ********* from Dell was delivered to the address on file, since the previous order was either lost or stolen. A solution to the issue at hand would have been a required signature so that I am home when the package arrives or at the very least I can pick it up after several failed attempts. Dell refused to listen to my advice and again had ***** leave a giant package in front of my door ready for anyone to take it. Once I was home I didn't notice any package and none of my neighbors had it either. I have been waiting for this computer since I placed my original order on May 3, 2022, but have been facing production delays and shipping errors. I immediately contacted Dell and informed them of the matter. I was then asked to file a police report in order for a replacement to be sent on July 6, 2022. I filed police report 22-90573 on that same day and sent them a copy on July 8, 2022. I was informed that it would have to be approved by a certain department and I'll soon find out. On July 19, 2022 I received an email informing me that the investigation team has approved a refund/replacement and I was asked which I wanted. I immediately said that I wanted a replacement. I was asked to verify the shipping address and I did several times, writing the address in everyway it could be written. July 20, 2022 I am told that the computer can it be replaced as the configuration is no longer available and that I would be receiving a refund which will take time to process!? Strange, even when Dell didn't have the parts readily available back in May, they still allowed the order to be placed despite it being a months plus wait. I was checked the Dell website and sure enough the same configuration is available and ships out faster than I've seen before! I was lied to by ************************ in order to prevent me from receiving the item I've been waiting for several months! This is ridiculous and unprofessional! I've done everything asked of me!

  

  Business Response

  Date: 08/02/2022

  Thank you for providing a copy of the customers submission.  Dells representative, ******** has been assigned to this case and she has initiated contact with the customer by email, letting them know that their original form of payment, which in this case is their Dell Preferred Account, has already been credited in full.  ******** has arranged for a Dell Sales Representative to call and assist the customer in placing a new order.  We ask that the customer works with ********, who can be reached directly by email at ****************************************************.                         

  

  Business Response

  Date: 08/19/2022

  
  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.     
  
  Dells representative, ******** had been assigned to this case and in her first contact with the customer, she apologized for the negative experience the customer may have had in this ********************** transaction.  ******** had informed the customer by email, the ********************** had been received back at Dell and the customer had already received a full refund back to their original form of payment,which in this case is their Dell Preferred Account.  This refund had posted on 07/21/2022.  Cecibeth had provided the customer with the Credit Memo for their records.  Dell apologizes again for the experience and hope the customer will give us another opportunity to provide the type of service and support we typically provide all our customers. 
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# ********  
  Dell 

  Customer Answer

  Date: 08/28/2022

  Complaint: 17637264
  
  I am rejecting this response because I was asked if I wanted a replacement or refund and specifically Asked for a replacement. I was lied to and given a refund despite not wanting it. The refund posted but I have been unable to make any purchases despite yoh saying otherwise. I need the order made as a replacement
  
  Regards,
  
  *******************

  

  Business Response

  Date: 09/07/2022

  Dear Better Business Bureau,
  
  I am writing on behalf of Dell Inc. in response to the rebuttal filed with your office by *******************. Our records indicate the original order was delivered on June 2. 2022 and ************ reported it was not received. A replacement order was provided and delivered on June 17, 2022, which was, also, reported as not received. A second replacement order was provided and delivered on June 28, 2022. Again, this order was reported as not received,While ************ preferred another replacement system, Dell, instead, provided a credit to the original form of payment. Our representative confirmed with *********** that the credit has been applied and, as the credit has been applied to ************** Dell ********* Services account, the request for a replacement system is respectfully denied. As ************ has questions concerning her account, DFS must be contacted, directly.   https://dfs.dell.com
  
  Sincerely,
  Advanced Resolution Group
  Incident ID  ********
  Dell