Complaints

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

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  Dell Inc

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

  
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  Dell Technologies

  150-2680 Queensview Drive Ottawa, ON K2B 8J9

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/29/2022

  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.

  order ********* July 27th I bought through Dell recovery software to recover my deleted files .on the website it says it would take around the half hour to recive the software through. download on the website it says if you pay with a credit cardverification should be right away. I was verified right away and when I went to download the software it came withTout the license key.the website was telling me verification in progress come back in a half an hour.it is now 15 hours later andstill no license key. I sent an email and opened up the case and today I received an email of application is on hold only one that can help me is tech support .then I called text support and they said you are verified and there is no issue with verification. so I'm standing at this point not having software for 15+hours. so I needed to recover my files I boughtdifferent software from a different vendorso .now I'm requesting you refund me as I never got the product from you. the website it says how about if you pay with a credit card ,verification should be right away.. customer support told me that there was no return on software .however that is if I got to working software. However here I got soft without a license key which is not working software actual software can always be downloaded for free from the company website the main thing is a license key .also I had a chat yesterday with one of the agents online I asked if there is a return policy for software .they told i can return or cancel up to 30 days I don't have a copy of the chat but you probably do .right now I am asking you for a refund because I never received software that I needed asap ,and I went to by someone else .

  

  Business Response

  Date: 08/03/2022

  Thank you for providing a copy of the customer submission.  A ********************** representative, Rajesh, 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: 08/09/2022

  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, Rajesh, 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.  Rajesh 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:07/29/2022

  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,My Customer #************, a disabled military veteran of 25 years who is now serving in ***** with my wife. I was pleased to see a company I have trusted for many years was offering discounts for veterans. I ordered a ********* R2 Alienware laptop from your company on April 28th and have yet to receive the laptop or the refund I finally requested after 12 weeks and being informed it was never shipped. I am using this stateside address not where I live, because of errors with this bbb.org website not allowing military addresses.I have been an owner of multiple Dell and Alienware Laptops for the past twenty years. Below is my experience trying to buy a new Alienware Laptop and I have all the email conversations and attachments upon request. Please see the attachment for the specifics with my attempted purchase of a Alienware laptop that I paid for back in April.Because we are stationed in ***** I prefer to communicate via email or after provided number I will call back do to the difference in time zone.I am using this stateside address on this form because bbb.org not accepting of military addresses. Purchase of laptop was to be sent to my location in *****.

  

  Business Response

  Date: 08/16/2022

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers submission.  Dell records indicate Dell representative ****** contacted the customer it was determined the system was lost in transit.  A full refund was provided to the customer and a copy of the credit memo.  The customer was also provided help in having a new order replaced which at this time shows it is in production.  The customer will receive an update once system has been built and shipped.  Due to the order being shipped to a military APO extended shipping time will be applied which can take up to 30 days.
  Sincerely,
  Advanced Resolution Group
  FID #********
  Dell

  Customer Answer

  Date: 08/16/2022

  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:07/27/2022

  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.

  On 7/29/21, I purchased a Dell XPS 15 laptop for $2,399.99. Upon opening on 9/30/22, the laptop trackpad did not accurately track finger movements. I had barely used the laptop due to this and contacted Dell on 11/11/21. I was on a phone call for 100 minutes to solve the issue; it did not. I was offered a technician to come to replace my track pad. I agreed. The technician provided poor customer service by rescheduling 3 separate times and coming 2 hours late to the appointment (25 minutes past the latest estimated time of arrival of 6PM). Afterwards, I noticed part of my laptop was bent and protruded a sharp edge. I contacted Dell with my complaint. They asked me to send in the laptop. I agreed at first, but after reviewing their terms, I questioned why I was not offered a product exchange when neither issue was my fault. I never received a satisfactory answer and conceded to sending it in with a verbal promise over the phone that my issue will be resolved. It was not. My laptop came back exactly the same. The following solution I was offered was to have a technician sent again. I agreed. The same technician came and this time chipped off part of my laptop and placed the part on incorrectly, so now my trackpad does not work properly. When given the option of an exchange, Dell promised a laptop of the same price and specifications or better. I was not provided choices that matched the laptop I purchased. When offered a laptop of similar specifications, it was USED and didn't compare to the price I paid for my laptop. Instead of replacing my laptop, I was sent to customer service, and offered a technician again. I declined as the technician has twice proven untrustworthy to service hardware. This device was defective upon opening and the same issue (my trackpad not working properly) had not been resolved in over 2 months despite my compliance. I request a replacement of a new Dell XPS ********************************************************* a refund for my laptop.

  

  Business Response

  Date: 07/29/2022

  Thank you for the letter from ***************. A representative has been in contact with 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, per the terms and conditions of the Dell Limited Hardware Warranty,offered a system exchange. Our representative will remain engaged while the exchange is dispatched, and the replacement system delivered. We regret any inconvenience which may have occurred.
  

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

  Customer Answer

  Date: 08/23/2022

  Complaint: 17627319
  
  I am rejecting this response because:

  Though I have been contacted by Dell and offered a system exchange, I was notified that they are currently unable to follow through with the exchange due to an issue with their internal tool. It disables them from providing me with a new device. Truthfully, I was provided with little transparency, despite requesting it, as to what the issue was to even be empathetic to the situation. I have been waiting for 3 weeks, and my issue has remained unsolved. I was offered a temporary refurbished system as a method of sidestepping the issue, but my request was and still is to have the problem resolved solely by a system exchange, and if not possible, then a refund. It continues to be clear to me that Dell lacks commitment to servicing their customers in a reasonable and timely manner no matter the level of escalation nor effort from the consumer to be engaged and cooperative.

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

  

  Business Response

  Date: 09/02/2022

  Dear Better Business Bureau,
  
  I am writing on behalf of Dell Inc. in response to the rebuttal filed with your office by ***************. Our representative has remained in contact with ********, and we regret the inconvenience, however; as the system was originally purchased from Best Buy, per Dells agreement with Best Buy, refunds are provided by Best Buy according to their terms of Sale. A system exchange, per the terms and conditions of the Dell Limited Hardware Warranty, has been processed. It has a EDD of September 19, 2022, and our representative will remain engaged to provide updates while the replacement is delivered.
  Sincerely,
  

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

  Customer Answer

  Date: 09/11/2022

  Complaint: 17627319
  
  I am rejecting this response because:

  Though I have received a replacement product as of 9/8/22; it is not what was promised. One, I approved the receipt of a **** OLED 3456x2160 Display on my replacement Dell XPS **** but received a **** **** 3840x2400. While I would be inclined to believe the **** panel supports the ***** it seems clear by the mismatched resolution that I have not received the item I was promised. Two, I received a laptop of a different color choice than my original laptop. I will honor the fact it was not a specification that was promised (it was left out from the specifications given during my present engagement with Dell despite being noted in prior email threads) I was not expecting that to be something overlooked in the exchange process. Its upsetting to receive an item that did not fully match the given specifications AND to feel like the color not matching was on purpose. I do not claim that the color not matching was intentional; I merely wish to express how poorly this experience has gone for me to even consider it was on purpose.

  
  Regards,
   
  ***************

  Customer Answer

  Date: 09/12/2022

  Complaint: 17627319
  
  I am rejecting this response because: 

  Though I have received a replacement product as of 9/8/22; it is not what was promised, and I want this negligence to be rectified. One, I approved the receipt of a **** OLED 3456x2160 Display on my replacement Dell XPS **** but received a **** **** 3840x2400. While I would be inclined to believe the **** panel supports the ***** it seems clear by the mismatched resolution that I have not received the item I was promised. Two, I received a laptop of a different color choice than my original laptop. I will honor the fact it was not a specification that was promised (it was left out from the specifications given during my present engagement with Dell despite being noted in prior email threads) I was not expecting that to be something overlooked in the exchange process. Its upsetting to receive an item that did not fully match the given specifications AND to feel like the color not matching was on purpose. I do not claim that the color not matching was intentional; I merely wish to express how poorly this experience has gone for me to even consider it was on purpose. I am requesting Dell to rectify the situation by providing me with a laptop device that matches the viable specifications of the intended replacement laptop AND the laptop that was to be replaced (my laptop). The required specifications are as follows: 

   

   

  Model	XPS-15-****
  Processor	12 Gen ***** Core i7-12700H (24 MB cache, 14 cores, 20 threads, up to **** GHz Turbo)
  Operating System	Windows 11 Home, English
  Graphics Card	NVIDIA GeForce ******** Ti, 4 GB GDDR6, 45 W
  Memory	16 GB, 2 x 8 ********, **** MHz, dual-channel
  Hard Drive	1 TB, M.2, PCIe NVMe, SSD
  Wireless	***** Killer Wi-Fi 6 **** (AX211) 2x2 + Bluetooth 5.2 Wireless Card
  LCD	****", 3.5K 3456x2160, 60Hz, ***** Touch, Anti-Reflect, 400 nit, InfinityEdge
  Battery	6 Cell, 86 Wh, integrate
  Keyboard	English keyboard, white, backlit, Fingerprint reader
  Color Choice	Frost exterior, Arctic white interior
  ***** Supply	(White) 130W Type-C ***** Adapter

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

  

  Business Response

  Date: 09/19/2022

  Dear Better Business Bureau,
  I am writing on behalf of Dell Inc. in response to the rebuttal filed with your office by the customer.   ********************** representative ****** has reviewed the concerns with the customer.  ********************** apologizes for the error on the **** a new system exchange has been authorized.  Due to the allotted time by the Better Business Bureau, we are providing this update.  The Dell representative will maintain ownership of the account until customer confirms receipt of the new replacement. 
  Sincerely,  
  Advanced Resolution Group
  FID # ********
  Dell.
  
  

  Customer Answer

  Date: 09/23/2022

  Complaint: 17627319
  
  I am rejecting this response because:
  

  I am still awaiting information on the replacement system. It was notified that the system was booked, but I am awaiting shipping information and the actual receipt of the device for me to inspect whether or not the specifications match what is promised.

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

  

  Business Response

  Date: 09/30/2022

  Dear Better Business Bureau,
  I am writing on behalf of Dell Inc. in response to the rebuttal filed with your office by the customer.   ********************** records show the new replacement system Tuesday September 27th.  The representative has attempted to follow up with the customer to confirm she has no further questions or concerns but have not received a response.  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:07/27/2022

  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 June 25th of 2020 I purchased a brand new Dell XPS 15 **** laptop. I paid $2,510.68 which included a two year protection plan. In March of 2022, before my two year plan had expired, I requested service from Dell to repair an issue that had been occurring with my computer. The laptop would sporadically restart or power off, and would not recognize the ac adapter that was provided with the computer. After some troubleshooting, it was determined that a service engineer would have to come out and replace my motherboard as well as a handful of other components. This was all covered under the protection plan which, at that point, still had not expired. I was informed by the engineer who did the repair that the issue was indeed a result of the motherboard. She also told me that the motherboards were manufactured in such a way that this issue was unavoidable, even with a replacement motherboard. She said that I would likely continue to experience this issue again after receiving the replacement, and that my only course of action would be to continually renew my protection plan which is an annual fee of $256. Today is July 26th 2022 and my protection plan expired July 10th 2022. The issue has resurfaced and I don't want to put up with this anymore. My machine is unusable, and I refuse to continue to pay this company money to keep giving me faulty hardware. This is a known issue to Dell and yet they ignore it and suggest that you just give them more money. This is an unethical business model and I'd like to be fully refunded for this product. Dell's return policy says that they will not issue a refund for a product after 30 days, however it is unconscionable for a company to willingly take money from their customers to then turn around and continue to offer hardware that is defective by design. At the very least, I would demand a brand new device or a replacement motherboard, but I refuse to pay to renew the protection plan. Dell needs to make this right.

  

  Business Response

  Date: 07/28/2022

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

  

  Business Response

  Date: 08/02/2022

  Dell representative ***** has contacted the customer a final resolution has not been determined at this time.  The representative has provided his contact information and is currently waiting for the customer to complete the troubleshooting steps provided and to test the system. 

  

  Business Response

  Date: 08/18/2022

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers submission. Dell representatives have confirmed the system is working as designed after troubleshooting with the customer.  The representative provided additional suggest on how to reduce battery usage.  The representative also made additional follow up attempts by email and phone to confirm the customer had no further questions or concerns with no response.  Dell moves to close this case with nothing further to action.
  Sincerely,
  Advanced Resolution Group
  FID #********
  Dell
  
  

  Customer Answer

  Date: 08/19/2022

  Complaint: 17629130
  
  I am rejecting this response because: the analysis of my machine was incorrect and I am still experiencing the issue described in my initial complaint. My system is not working as intended, and I need further assistance. Ideally, I would like Dell to issue me a refund if they cannot ensure that a service repair or replacement would definitively resolve the issue.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 08/30/2022

  Dear Better Business Bureau,
  I am writing on behalf of Dell Inc. in response to the rebuttal filed with your office by the customer.  ********************** representative ***** has authorized the system to be pulled into the depot for diagnostics.   Due the age of the system over 2 years old a return for credit is not an option.  The representative will maintain ownership of the account until the system has been repaired and returned.  Due to the time allotted by the Better Business Bureau we are providing this update. 
  Sincerely,  
  Advanced Resolution Group
  FID # ********
  Dell.
  
  

  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:07/26/2022

  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.

  In November of 2021 I purchased a $1200 computer from Dell. Within a couple of months the computer began having problems, crashing regularly, losing information, etc. Over the next few months I spoke with Dell Technicians on the phone and in person. I was told the computer was going to need a new graphics card, but that was never replaced. Eventually after many calls and emails, Dell informed me that they were going to refund me the cost of the computer. I was told time was not an issue and the case could be reopened if it was closed, as I have the emails proving this. It took time as I am an editor and could not be without a computer for any length of time, I had to gather the money for a new computer. I reached out to Dell and was told I would receive a shipping label within 24 hours. The email also stated I needed the original box. I emailed back that I did not have the original box, but would any box suffice? That is the absolute last thing I ever heard from Dell regarding the issue. No shipping label, no information about the box. Nothing. I reached out to Dell again regarding the refund and the first two people I spoke with looked through the files and confirmed that no response was given after my inquiry about the box. **** ********** is refusing to refund me as they are stating they emailed the label, which I have no record of and I'm stuck making payments on a $1200 potato.

  

  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.          
  
  Our records indicate Dells representative, *****, has been instrumental in assisting and resolving this matter for the customer.  In the interest of customer satisfaction, ***** has made a one-time exception by authorizing the return of the Dell Alienware computer for a full refund back to the customers original form of payment, which in this case is their Dell Preferred Account.  The return and crediting process was completed on 08/08/2022.  ***** left a voice message and sent an email informing ************************* of this information on 08/11/2022.  We appreciate the customer allowing ********************** to address this matter for them.  Additionally, we thank the Better Business Bureau for bringing the two parties together. 
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# ********  
  Dell 

• Initial Complaint

  Date:07/26/2022

  Type:Sales and Advertising 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 REFUSES TO SELL ME A KEYBOARD AND MONITOR BECAUSE THEY THINK THE NAME "***************" IS THE SAME AS SOME MULLLAH IN **** OR SOME HORRIBLE VIAL FILTH THAT THE ** GOVERNMENT HAS LISTED AS GARBAGE AND DOES NOT DESERVE A KEYBOARD OR ANYTHING. MEANWHILE I AM A ** CITIZEN AND NOT SUBJECT TO ANY SANCTIONS BUT THIS COLLECTIVE PUNISHMENT IS RACIST AND EXTREMIST AND INSANE. DELL IS SELLING COMPUTERS TO THE *** AND ARMING THEIR DEFENSE SECTOR MEANWHILE THIS RACIST COMPANY WANTS DOB AND PASSPORTS AND GOD KNOWS WHAT TO SELL A FREAKING KEYBOARD. PEOPLE CANNOT GO ON AIR***NES WITHOUT BEING SEXUALLY MOLESTED BY THE **** ,ALL THEIR PERSONAL ITEMS SEARCHED, EMAILS READ, CALLS INTERCEPTED, ALL IN THE NAME WHITE SECURITY BUT NOW CANNOT EVEN BUY A KEYBOARD IN THE NAME OF WHITE SUPERIORITY. YOU HAVE MOVED FROM SECURITY TO SUPERIORITY. ALL THE KEYBOARDS ARE FOR WHITE NAMES ONLY?? YOU GOT TECHNOLOGY SEGREGATION. YOU WANT ** TO GET ****** OFF THE CHINESE YET, THESE PEOPLE WILL NOT EVEN LET ** TRAVEL UNMOLESTED FOR 21 YEARS NOW AND NOW CANNOT EVEN BUY KEYBOARDS. WHAT KIND OF RACIAL PARADISE ARE YOU PEOPLE WANTING? DO YOU WANT TO BANISH ALL PEOPLE OF COLOR TO ANOTHER ***NET AND TAKE OVER THE ENTIRE ***NET? WELL WHEN THAT HAPPENS YOU START WORLD WAR I AND II AND COLD WAR II. ALL THREE ARE WHITE WARS. YET, SLAVERY AND COLONIZATION AND TORTURE IS FOR PEOPLE OF COLOR. HOW MUCH MORE C*** DO YOU WANT PEOPLE OF COLOR TO SUFFER UNDER THE ***** OF THE WHITE RACE? GET A TAN, AND JOIN THE REST OF THE ******

  

  Business Response

  Date: 08/01/2022

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address the correspondence submitted by ***************. Our records indicate replacement orders have been dispatched and delivered. We regret any inconvenience with the ********** order being flagged by our Federal Trade Compliance.
  

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

• Initial Complaint

  Date:07/26/2022

  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.

  On Thursday, 7-21-22, the keycap of my dell g15 **** came off due to a broken butterfly clip after just 5 months of normal use. After a horrible customer service experience via the outcall center in both *************** and *****, a service technician visit was scheduled for Friday, 7-22-22, between 1pm and 6pm. After waiting several hours on Friday, I both texted and called the technician, who then proceeded to call back at nearly 6pm and say that he did not have any chance of being there on that day, which he seemed to know definitively, meaning I could have saved 5 hours of wasted time with some proper contact from the technician. I filed a complaint again with CS, was guaranteed a service visit at 6pm on Saturday, yet when Saturday came, the tech showed up at nearly 7pm. The technician clearly was unprofessional and inexperienced, or simply did not care, as he proceeded to manhandle my laptop for 2 hours. Dell claims the only solution to a broken keycap is replacing the keyboard and palmrest, which required full dismantling. After 2 hours, on Saturday 7-23-22, the technician, who scratched my laptop, damaged several internal components, and dropped my laptop twice while servicing it, proceeded to tell me that during the "repair" he damaged a component that would not allow the screen to power on. So, after 3 days and nearly 12 hours of my time, my laptop is now broken, and dell has requested it be sent in for full repairs. I find this unacceptable as the laptop was purchased in February, and is less than 5 months old at the time of writing this complaint. A refurbished laptop is a significant decrease in value, and the refurbishment is due to poor craftsmanship and a unprofessional technician. Dell is refusing to let me speak to any stateside representative, will not offer a replacement or refund, and refuses to give any compensation for lost time, wages, and the money I've had to spend to get an interim unit for work. This needs to be made right by Dell.

  

  Business Response

  Date: 08/05/2022

  
  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.           
  
  Our records indicate Dells representative, *****, had been assigned to this case.  ***** has been instrumental in addressing and resolving this matter for the customer, ***************************.  In the interest of customer satisfaction,***** has authorized a new system replacement for the Dell G15 **** Notebook computer.  The new system was received by the customer on Thursday, 7/28/2022.  We appreciate the customer allowing ********************** to address this matter for them.  Additionally, we thank the Better Business Bureau for bringing the two parties together. 
  
  Sincerely,     
  
  Advanced Resolution Services 
  Incident ID# ********  
  Dell 
  

• Initial Complaint

  Date:07/26/2022

  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.

  my g5 not wokring windows os keeps getting currputed and tech came and change the hard drive and i called again dell again and they said its stuck in boot loop

  

  Business Response

  Date: 07/29/2022

  Thank you for providing a copy of the customers submission.  Dells representative, ****** has been assigned to this case and has initiated contact with the customer, in their attempt to address and bring this matter to a reasonable resolution.  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.         
  
  Our records indicate Dells representative, ****** and the customer are still working together on this matter.  Today, 08/19/2022 ****** has arranged for an onsite service call to replace the necessary hardware, in an effort to bring this matter to closure.  We ask that the customer continues to work with ******, who can be reached directly by email at ***************************************.  Since there is a specific time-period in which Dell is allotted to officially respond to the Better Business Bureau, Dell has no other option than to submit an update at this time.  Once the customer has confirmed the technical problems are completely resolved, only then will we consider this case resolved.  ******* case is still open. 
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# ********  
  Dell 

• Initial Complaint

  Date:07/26/2022

  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 purchased a >$3K computer from Dell, it took a month to receive the computer. Once received, I could tell from the moment I started it up, that it had issues. It sounded really rough and I found it crashed constantly and the graphics card would c*** out while gaming. I went back and forth with technical support and after doing everything they asked which didn't work, I eventually got them to send me a replacement.The replacement took another month to receive, and it has the same issues with crashing and graphics issues while gaming. They would not let me get a replacement with a different graphics card, they said a replacement has to be the same exact build. I decided I will just return the computer, which turns out to be an impossible task with Dell.They are refusing my return request because it's been more than 30 days since the order date. But I have spent all that time trying to fix the computer that has been broken since day one, getting a replacement and all that, it all takes time. I am not returning the computer due to simply not wanting it anymore, I am returning because it's broken and cannot be fixed, how is this situation not exempt from the 30 day return policy? How can Dell sell me a $3k broken computer, make me go through a lengthy rigmarole to try and fix it, fail to fix it, then tell me they won't let me return it for a refund? This is the most ridiculous customer service experience I've had, they refuse to help me and in fact hung up on me when I pressed the issue! I will not stop reaching out to them in every way possible until my return is authorized and my refund is processed!

  

  Business Response

  Date: 07/28/2022

  A Dell representative ******** has contacted the customer after reviewing the history and a one-time exception was made to authorize a return.  The representative will maintain ownership and update the customer once credit has posted.  We ask that the customer contact our representative at ************************************* for any further assistance they may need regarding this matter.

  

  Business Response

  Date: 08/11/2022

  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 customers original form of payment.  A copy of the credit memo has been provided to the customer for her records.
  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 ********, they allowed me to return the computer and I've received my refund so I find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:07/22/2022

  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 initiated a return for a Refurbished Alienware M15 R7 laptop to Dell on 6/20/2022 that was purchased on 6/9/2022. The item was received back at Dell on 6/23/2022. I have not received a credit back to my credit card for the transaction. I contacted Dell ************* on 7/15/2022 and 7/19/2022 stating that I have still not been refunded for the laptop.The Order number is *********, and the Service Request number is *********.

  

  Business Response

  Date: 07/26/2022

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers submission.  Dell representative ****** contacted the customer to confirm the credit has posted.   The representative provided a copy of the credit memo for the customers records.  The representative confirmed the customer had no further questions or concerns. 
  Sincerely,
  Advanced Resolution Group
  FID #********
  Dell
  
  

  Customer Answer

  Date: 08/09/2022

  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. 

  I apologize for not responding sooner. This issue was resolved to my satisfaction. I received the refund back to my method of payment.

  Thanks again to the BBB for assisting in this matter!
  

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