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:07/22/2022

  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 June 13th, 2022 I went on the Dell Website to purchase a battery for my 2-year-old computer. After registering, I was asked to renew an expired warrant for $117.94 in order to purchase, I renewed and called. I was told that my warranty was so I can mail my laptop to them without having to pay for postage. I said I wanted to cancel. I canceled within 5 minutes of purchasing. My Case number is ********* and my SR number or claim number is **********. I received an email confirmation on that day from ****************** [ref:_00D0bGaMp._5006P5rGpr:ref] stating that my refund will be received within 5-7 business days. Nothing was received. I filed a claim with my bank. It was reversed then ********** claimed it was validated by the company. I am in the process of disputing this with ***** by having to fax my refund confirmation to them in order to get my money back, ***** recommends that I change my card number as well. I would like to receive the intended refund that I have confirmation for along with an apology for wasting my time, stealing my money and lying.

  

  Business Response

  Date: 07/26/2022

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

  

  Business Response

  Date: 08/12/2022

  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 dispatched the credit. 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:07/21/2022

  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.

  7/18/2022 I paid $303.04 I was promised a one day shipping. Dell caused my address to be wrong on the shipping label, as a result, the delivery driver attempted to deliver my computer to an address that does not exist. I call repeatedly yesterday to try to get them to expedite the address change. They lied and said they put in the request it was never put in. My computer was sent back the same day to Dell in *******, **. I contacted *** btw to try to get my computer dropped off at a pickup point but I was told Dell put restrictions on my package so they could not help me change anything. So I contact Dell this morning and the rep by the name ******************* told me I would receive my computer on 07/21/22 then I received notice that I will not receive my computer for 8 business days. I tried calling back to cancel the order but I was hung up on repeatedly. I reached someone through their chat service and was told I have to wait until they receive the package according to the *** website they received the package at 10:23 am of today's date. Then I am told I have to wait until the 21st for them to receive the package then I would have to wait for the package to arrive and send it back on my own dime. Then I would have to wait for them to receive it again and process it for them to cancel the order. Then I will have to wait an additional ***** business days to receive my money back. This is terrible I am going to fail out of college and no one will be held responsible for this but me. I am the only one who will be losing out. My dream will be destroyed. I need either the computer tomorrow or my money back. And if I do receive the computer back I need more than the lousy $45 they took off which is shipping fees. I wish I could ***.

  

  Business Response

  Date: 07/26/2022

  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: 08/02/2022

  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 emailed the customer that her refund has been completed and attached a copy of the credit memo.  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:07/21/2022

  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.

  Bought Dell laptop from Bestbuy on 08/07/2020. Service Tag: HXFHQT2 Today is the third time someone is coming to replace the processor fan in 2 years. Warranty can only be extended for one more year and last time fan was replaced was I believe ***** of 2022 or this year. This is clearly a defective product. Battery also swelled up as well and the techs say this is common for these laptops. I have owned many laptops and computers over the years and none of them have issues like this.

  

  Business Response

  Date: 07/26/2022

  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: 08/02/2022

  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 denied the customers request for a refund as the computer is outside of the ************************************ having it service per the terms and conditions of the hardware warranty.  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: 08/04/2022

  Complaint: 17594045
  
  I am rejecting this response because: this is a known issue for years. You want to ignore it shame on you. No other laptop has issue like this. You not extending warranty at Dell cost for minimum 3 years is embarrassing
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/21/2022

  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 received a Laptop for Christmas after my Previous Dell laptop SSD broke just out of warranty, resulting in a $300 quote. However, before I fixed my laptop I Purchased a new one for Christmas for around $800 a Dell Inspirion ****. I immediately started having issues (the baseplate of the laptop is bulging and it clicks the touchpad when squeezed which makes it hard to do work in bed or on my lap) when I purchased the laptop and called once but was told that It would sort itself out. Cut to now about 6 months later and I had a problem arise that the touchpad registers fingers that were not there ie. swiping with two fingers acts as three etc. (which seems to be a common problem). I call and after an hour and 20 min phone call I and a software diagnosis I get told that they are sending someone to replace the touchpad and that I would get a call. After waiting two days for a phone call that never came I called back to inform them and then I got an email saying my service would be delayed this happened twice. finally, I was given a service date that I was able to schedule someone to come out and I received a phone number to contact my service provider. The day of the service (07/18/2022) I get an email saying I have been rescheduled to Friday (07/22/2022) which I was extremely frustrated with. I texted the service tech and he said he didn't know why I got rescheduled but he would come today. The Technician got here and replaced my touchpad, and ran a diagnostic and it did not fix the original issue I had which was the bulging baseplate that clicks the touchpad. The technician said because the baseplate had so place for a s**** at the bottom of the laptop under the touchpad, there was no support for the computer and so it was able to push all the way through to the touchpad above. I called back and was disconnected with no help and no call back from dell support. I called back a third time and they offered to replace the palm rest on my laptop but no replacement.

  

  Business Response

  Date: 07/26/2022

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

  

  Business Response

  Date: 08/02/2022

  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 offered a system exchange. The customer accepted and our records indicate the replacement system has been delivered. We regret any inconvenience which may have occurred.
  

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

  Customer Answer

  Date: 08/04/2022

  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:07/21/2022

  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 a Dell Laptop and the only way to update my Dell software is through a installed Dell program called Support Assist. I had other issues with my Windows 10 laptop that required me to reinstall Windows 10. Although this procedure fixed the issues I was having the program Support Assist was removed during the reinstall process. I contacted Dell numerous times and finally go an agent to work remotely on my computer. The Tech was unable to resolve the issue and I was sent an email asking me to arrange a time for Dell to call back. I set aside Monday 7/18 at 1pm EST for the call back however no one ever called. I reached back numerous times to try and get the person that worked on my computer so I wouldn't have to start over with another Tech. I have had no luck and request BBB get involved so I can get this issue resolved ASAP.

  

  Business Response

  Date: 07/25/2022

  Thank you for providing a copy of the customers submission.  Dells representative, Arun 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 Arun, who can be reached directly by email at ***********************************************.                         

  

  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, Arun had been assigned to this case.  He researched the matter and found that the customer had received the assistance he needed with reinstalling Support Assist.  Nonetheless, Arun made a phone call and sent an email, in an attempt to confirm with the customer, the resolution. There was no reply by the customer, so Arun has closed his case.  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:07/21/2022

  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 purchased my laptop from Dell on June 29th. From there, the item never got delivered to me on the shipping date that was promised. They said it was lost in transit and they put in a replacement. 22 days later, now they are saying that the processor to the replacement is out of stock and they have to wait for it. This was never told to me prior to replacing the item. I am not out $6,****** that was already charged. I have not received my item. I am promised July 26th with the new shipping date, but yet they said it won't be shipped until the 25th. I have yet to receive any information. The phone keeps disconnecting in which I feel that I am being hung up on. What I find sketchy, is they didn't have any issue with parts being out of stock a couple of weeks ago for the same product, but now they do. While the other item is still being investigated since it was lost or stole, I feel they are just saying it's out of stock while they try to find the missing laptop that got lost in transit rather than trying to pay for a build a new one to send out. I am being given the runaround. I need my laptop for work. If I don't receive it by July 29th, I want an immediate refund of $6, ****** ASAP so I can purchase a laptop somewhere else.

  

  Business Response

  Date: 07/26/2022

  Dell representative ******* has contacted the customer an confirmed the exchange order has been built and is in transit to *****************.  The representative will provide tracking information once available.  We ask that the customer contact our representative at **************************************

  

  Business Response

  Date: 08/08/2022

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers submission.  Dell representative has confirmed the order has shipped and delivered on August 3rd.  
  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