Business Profile

Computer Dealers

Dell Inc

Headquarters

Complaints

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

Customer Complaints Summary

2,351 total complaints in the last 3 years.
823 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:06/11/2025
Type:Billing 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.
Original date of bill/charge: 3/10/2025 Original amount charges $141.53 (Amount is now $194.28 with lates fess and interest)They claim the fee is for an annual renewal of ********* 365, but I have requested that it be cancelled since March 2024.The subscription does not appear on my account online, therefore I cannot cancel it.Dell ************************** is billing me and claims they cannot stop the charge unless Dell Technolgies tells them to. It's a revolving door and no one is taking responsibility.Service Tag: HT8SG13 Inspiron 5490 AIO, warranty ended 2/15/23 case #*********,
Business Response
Date: 06/13/2025
Dear
Better Business Bureau,

A Dell representative, Ramana, has contacted the customer and is working with them to reach a
reasonable resolution.
Sincerely,
Advanced Resolution Group
SFDC# 211290417
Dell Technologies
Business Response
Date: 06/19/2025
Dear
Better Business Bureau,

I am writing on behalf
of Dell, in response to the BBB filed with your office by the
customer. Our representative, Ramana, has informed the customer that
the refund has been credited back to the customer’s original payment
method. A credit memo number has been sent to the customer. We ask that
the customer follow up with our representative should there be any further
questions regarding this matter at [email protected].

Dell considers this
matter as resolved.

Sincerely,
Advanced
Resolution Group
SFDC# 211290417
Dell
Technologies
Customer Answer
Date: 06/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23447503, and find that this resolution is satisfactory to me.
A Dell Representative has been in contact with me and is extremely helpful with my issue. She has confirmed that they found the root of the issue and have cancelled the subscription in question and credited my account for any charges. I was still receiving calls regarding payment and contacted the rep and she said she would have it taken care of. I hope this is the end of the issue.
I hope future issues don't have to get to this point. Thank you.

Regards,

Angela Kascle
Initial Complaint
Date:06/09/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an alienware M16 R1 (service tag 13kcd14) in March of 2014. April of this year, an automatic BIOS update caused a series of blue screens and eventual "bricking" of the laptop. This is a known issue with Alienware laptops. An initial inspection revealed I needed a new motherboard. The repair shop was sent a refurbished motherboard within a week or so, but this board was non-functioning on arrival. I was initially told another replacement was being shipped and would be there in 2-3 days. Approximately 2 weeks later Dell customer service told me there was a backlog and it would be shipped on 5/16. That date came and went, and Dell again told me that my only option was to wait for parts. My request to escalate to a supervisor was denied and my question about what would happen if the computer was unrepairable was answered with something along the lines of, "I respectfully ask you to wait and have faith your computer would be repaired." A second motherboard was delivered last week, but upon picking up my laptop I discovered that there was no graphics card installed (or not installed correctly) At this point I've been without my main computer for just shy of 2 months with 2 failed repair attempts. I would like to know at what point the laptop is considered unrepairable under warranty and what my replacement options are?
Business Response
Date: 06/10/2025
Thank you for providing a copy of the customers’
submission. A Dell representative be
assigned to the case and will be contacting the customer. Thank you
Business Response
Date: 06/23/2025
BBB Complaint ID: 23445616

Dear Better Business Bureau,

I am writing on behalf of Dell in response to the complaint
filed with your office by the customer.
Thank you for providing a copy of the customer’s submission.

A Dell representative, Sreejith, has been in contact with
the customer regarding their concerns.
We regret any dissatisfaction the customer may have experienced and
appreciate the Better Business Bureau’s feedback. Sreejith confirmed delivery of the system
with the customer that updates have been installed; customer confirmed all
issues are resolved. Should the customer
have any additional concerns they can reach out to Dell by phone, email or chat
by visiting https://www.dell.com/en-us/lp/contact-us or for online assistance
at https://www.dell.com/support/home/en-us.

Sincerely,

Advanced Resolution Services
Case ID# 211176764
Dell Technologies
Customer Answer
Date: 06/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23445616, and find that this resolution is satisfactory to me.

Regards,

David Gilbert
Initial Complaint
Date:06/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dell has experienced three critical CPU failures in 18 months and is now illegally denying warranty coverage citing "third-party components" despite all components meeting Dell's published specifications.FAILURE TIMELINE:January 2024: First CPU failure with 100% original Dell components - Dell replaced motherboard and CPU May 2025: Second CPU failure - Dell replaced ************ Request #**********, Dispatch #*********)June 2025: Third CPU failure - Dell now denying warranty COMPONENTS MEET DELL SPECIFICATIONS:Dell claims components are "out of scope" but Dell's manual explicitly lists:RAM: Standard DDR5 SODIMM (installed: Crucial 64GB DDR5)Storage: "M.2 2280, Class 40 solid-state drive PCIe NVMe" (installed: ******* 990 PRO, Corsair MP600 PRO XT)KNOWN ***** DEFECT:The failures result from documented ***** "Vmin Shift Instability" affecting 13th/14th Gen ***** ***** confirms "elevated operating voltage is causing instability issues" and has extended warranties to 5 years. Dell's replacement CPUs suffer from the same unfixable manufacturing defect.FEDERAL LAW VIOLATIONS:Dell's warranty denial violates ********-**** Warranty Act Section 102(c) prohibiting "tie-in sales" requiring specific brand parts. The *** has taken enforcement action against companies using identical warranty language.DELL'S RESPONSE:Technician ***** ***** (Case #*********) falsely claims components don't meet specifications and suggests "reinstalling Windows" for hardware failures.REQUESTED RESOLUTION:Replacement with Dell OptiPlex Micro Plus Desktop featuring ***** Core Ultra 9 285 vPro processor. Three CPU failures in 18 months demonstrates the platform is defective. A replacement with current-generation ***** processors would resolve the thermal and stability issues inherent in the 13th gen *************
Business Response
Date: 06/10/2025
Thank you for providing a copy of the customers submission. *********************** representative, ****** has been assigned to this case, and he has been reaching out to the end user in his attempt to address and bring this matter to a reasonable resolution. We ask the customer to work with ******, who can be reached directly by email at **************************************************************************.
Business Response
Date: 06/23/2025
BBB Complaint ID: ********

Dear Better Business Bureau,

I am writing on behalf of Dell in response to the complaint filed with your office by the customer, **** ******. Thank you for providing a copy of the customers submission.

Dells representatives, ****** and **** have informed the customer, the customer needs to follow up with their Seller on **** for assistance. Dell supports the system per the configuration we originally built the computer. The Seller has installed several third-party parts in the system which voids the Dell Limited Hardware Warranty. Our records indicate the customer has agreed to reach out to their Seller for proper assistance. We appreciate the customer allowing ********************** to address this matter for them. Additionally, we thank the Better Business Bureau for bringing this matter to our attention.

Sincerely,

Advanced Resolution Services
Incident ID# *********
Dell Technologies
Initial Complaint
Date:06/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a high-end Alienware m18 R2 gaming laptop directly from Dell on November 23, 2024, and received it on November 26. In May 2025, the system began freezing during gameplay, even in well-optimized games.Despite having Premium Support, communication with Dell support was slow and inefficient it took two weeks and 23 emails just to arrange a repair. I was told the repair would take five business days, but after receiving the unit, Dell informed me that the motherboard needed replacement. Although they had one in stock, I was told it was backed up for another customer. This suggests that the issue may be widespread. I was then told I would need to wait until June 29 for the repair to be completed. This is unreasonable.Dell refuses to offer a refund, citing their 30-day return policy, even though the laptop is clearly defective and unfit for its intended use. For a $3,000 device, this experience is unacceptable in both product quality and service.I am requesting a full refund so I can purchase a reliable laptop from another brand. I have receipts, chat logs, and documentation to support this claim.
Business Response
Date: 06/10/2025
Thank you for providing a copy of the customerssubmission. A Dell representative be assigned to the case and will be contacting the customer. Thank you
Business Response
Date: 06/20/2025
BBB Complaint ID: 23436313

Dear Better Business Bureau,

I am writing on behalf of Dell in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customers submission.

A ********************** representative, Sai, 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. Sai discussed with customer that diagnostics performed only with Dell testing is troubleshooted as we do not relay on 3rd party HW testing software. Sai has responded to customer to perform the needed ********************** test and updates. If the issue persist Sai has asked customer to send a video of the issue. Customer has not responded or sent video of issue persisting after Dell diagnostics and updates. The Dell technical case is now closed. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;

Sincerely,

Advanced Resolution Services
Case ID# *********
********************** Technologies
Initial Complaint
Date:06/09/2025
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 May 5, I placed an order for a desktop online.Order Date: May 5, 2025 Dell Purchase ID: ************* Order Number: Not yet Assigned But on May 6, I found that it was cancelled and replaced with another without my consent.Order Date: May 6, 2025 Dell Purchase ID: ************* Order Number: ********** This replacement had an incorrect shipping address. When I noticed it, I asked for a change of address, both online and via support on May ******** did seem to reflect this, but it again reverted to the incorrect address, where it was ultimately delivered.I called support multiple times before it got delivered on May 16.I called on May 13, May 16, may 19, May 21 to get this resolved. I created multiple support tickets:#*********, #*********, #*********, #*********, #*********.Every single time, I was told that it will be corrected and "not to worry". I was told a few times that it was an error by the backend team, and that it will be "fixed". At one time one person said he would follow up with me to make sure I got the delivery.I have since been informed that it was delivered "successfully" by the ************* shows that it was delivered to the incorrect address. I have been charged for a product that I have not received. If there was a problem with the original order, why was I not informed before you made a replacement with a shipping address that I did NOT authorize?
Business Response
Date: 06/10/2025
Dear Better Business Bureau,

A Dell representative, ******, has contacted the customer and is working with them to reach a reasonable resolution.
Sincerely,
Advanced Resolution Group
SFDC# 211147368
Dell Technologies
Business Response
Date: 06/30/2025
Dear Better Business Bureau,
A Dell representative, ******,is still working with our verification team and the customer to reach a reasonable resolution.
Sincerely,
Advanced Resolution Group
SFDC#*********
Dell Technologies
Business Response
Date: 07/01/2025
Dear Better Business Bureau,

I am writing on behalf of Dell, in response to the rebuttal filed with your office by the customer. ******* has informed the customer that the replacement order shows shipped and delivered to the customer. Tracking details are as follows: Tracking number ************ DELIVERED Friday 6/27/25 at 10:26 AM. We ask that the customer follow up with our representative should there be any further questions regarding this matter at *************************************************************.

Dell considers this matter as resolved.

Sincerely,
Advanced Resolution Group
Case# 211147368
Dell Technologies
Customer Answer
Date: 07/11/2025
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.
They have shipped me a replacement computer.

Regards,

******* *********
Initial Complaint
Date:06/06/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered two Dell gaming laptops for two new employees who are starting on June 16, 2028. I use gaming laptops for the employees because we process a large volume of documents and need to do so without the system slowing down. I was told I would get expedited processing and two-day delivery with an expected receipt date of May 30, 2025. I needed to receive the laptops early for the setup of new software and a Windows Pro upgrade needed to run our database. I received an email around 10 pm on May 29, 2025, stating that the order was delayed for an unspecified reason and that I would not receive the laptops until June 18, 2025. I tried to address the issue with Dell ************* on May 30, 2025. I was told that I had to call the business customer care line, was provided a number, and was transferred over. The person that answered could not help or explain the problem satisfactorily or why I was not notified when the order failed to ship the day before. He kept apologizing and saying that there was a parts shortage. he said that he would open a ticket to try to expedite the order but would not give me a timeline for resolving the problem or a specified time for a follow-up call with a status update. I asked to speak with a supervisor and was told that she was on a call and would call me on my cell phone in an hour. She never called. I called back about an hour-and-a-half later and entered a Kafkaesque processing that kept redirecting me from the telephone customer care to the ********************** website and from the Dell website to customer care. Neither helped my problem. There was no way to speak with anyone, either online or over the phone. I never received a call from the supervisor as promised. When I tried to call back, the phone system would route me through a few options and then say to check the website and hang up.The problem was systematic. Dell needs to seriously improve its *************.I could not have designed a less responsive customer care system.
Business Response
Date: 06/09/2025
Dear
Better Business Bureau,

A Dell representative, Ramana, has contacted the customer and is working with them to reach a
reasonable resolution.
Sincerely,
Advanced Resolution Group
SFDC# 211089995
Dell Technologies
Business Response
Date: 06/13/2025
Dear
Better Business Bureau,

I am writing on behalf of Dell, in response to the rebuttal filed with your
office by the customer. Ramana has been in touch with the customer
regarding the order informing them the order has been cancelled due to parts
shortage. The customer may need to contact our Sales team if further assistance
is needed to get an order reprocessed. We
ask that the customer follow up with our representative should there be
any further questions regarding this matter at [email protected].

Dell considers this
matter as resolved.

Sincerely,
Advanced Resolution Group
Case# 211089995
Dell Technologies
Initial Complaint
Date:06/06/2025
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 Feb. 6 of this year I ordered a new laptop from Dell, and paid $509 for the item. I received the item on Feb 08. Since that time, I have found out that the computer, service tag FWM4XN2, I received was not new, but a refurbished item. I have contacted Dell a number of times and provided them with pictures to support my claim that I did not receive the item I ordered. Their response for the most part was to say there was nothing they could do about it. I find that totally unsatisfactory which necessitated me initiating this complaint.
Business Response
Date: 06/09/2025
Dear Better Business Bureau,

A Dell representative, ******, has contacted the customer and is working with them to reach a reasonable resolution.
Sincerely,
Advanced Resolution Group
SFDC# 211128155
Dell Technologies
Business Response
Date: 06/18/2025
Dear Better Business Bureau,

I am writing on behalf of Dell, in response to the rebuttal filed with your office by the customer. ****** has been in touch with the customer regarding the order. As per our verification team and logistic team the order shows being shipped and delivered to the customer.  The service tag provided by the customer was purchase in 2018 and there have been no reported issued linked to this order.
We ask that the customer contact *********************************************** should there be any further questions regarding this matter.
Dell considers this matter as resolved.

Sincerely,
Advanced Resolution Group
Case# 211128155
Dell Technologies
Customer Answer
Date: 06/18/2025
Complaint: 23420496

I am rejecting this response because:
Dell failed to address the fact that I did not receive the new computer I ordered and. paid for in February. Dell either owes me a computer or a refund.
Regards,

*****************************
Business Response
Date: 06/23/2025
Dear Better Business Bureau,

I am writing on behalf of Dell, in response to the rebuttal filed with your office by the customer. ****** has been in touch with the customer regarding the order. As per our verification team and logistic team the service tag 2B5Z874, for order ********** shows being shipped and delivered to the customer (POD is attached).  The service tag FWM4XN2 provided by the customer was purchased in 2018 and there have been no reported issued linked to this order.
We ask that the customer contact *********************************************** should there be any further questions regarding this matter as our representative can no longer assist on this matter.
Dell considers this matter as resolved.

Sincerely,
Advanced Resolution Group
Case# 211128155
Dell Technologies
Customer Answer
Date: 06/23/2025
Complaint: 23420496

I am rejecting this response because:

Regards,

******* *******
Business Response
Date: 07/01/2025
Dear Better Business Bureau,

I am writing on behalf of Dell, in response to the rebuttal filed with your office by the customer. ****** has reaffirmed to the customer that we have thoroughly reviewed this case once again in coordination with our Logistics Team. Based on our latest findings, we have received proof of delivery confirming that the device associated with service tag 2B5Z874 was shipped and delivered as per the order details.
We ask that the customer contact *********************************************** should there be any further questions regarding this matter.
This is Dells final stance on this matter.

Sincerely,
Advanced Resolution Group
Case# 211128155
Dell Technologies
Customer Answer
Date: 07/01/2025
Complaint: 23420496

I am rejecting this response because:
the company Dell does not address the issue of my complaint. I am not saying that I did not receive the shipment. but that the box I received did not contain the new computer I ordered but a refurbished computer instead. Yet I paid for a new computer. The new computer that was supposed to be in the box was not there, it is as simple as that. I would like to receive the computer I ordered or a refund of my purchase price.
Regards, ***************** *******

*****************************
Business Response
Date: 07/03/2025
Dear Better Business Bureau,

I am writing on behalf of Dell, in response to the rebuttal filed with your office by the customer. ****** has reaffirmed to the customer that we have thoroughly reviewed this case once again in coordination with our Logistics Team. Based on our latest findings, we have received proof of delivery confirming that the device associated with service tag 2B5Z874 was shipped and delivered as per the order details.
We ask that the customer contact *********************************************** should there be any further questions regarding this matter.
This is Dells final stance on this matter.

Sincerely,
Advanced Resolution Group
Case# 211128155
Dell Technologies
Customer Answer
Date: 07/07/2025
Complaint: 23420496

I am rejecting this response because:the package I received from Dell contained a computer that is so old that it cannot be upgraded to run WIN 11. That is not what I paid for nor would I have expected from Dell. Dell keeps referring to proof of delivery, but that has nothing to do with verification of contents.

Regards,

*****************************
Initial Complaint
Date:06/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my son a laptop in November 2024 for Christmas that had a 1 year warranty on it. He used for a few months and then in April it would no longer turn on. Dell directed me to bring the computer to an authorized repair facility and they held it there for over a month waiting for a motherboard. It was determined it was not the issue and then had to wait for a new hard drive to come from Dell. I was told it would take another month at least and that the repair facility really had no time frame for which they could expect the new hard drive to be delivered. It has been 2 months since the unit broke and has been unusable. This is terrible customer service. I have called ********************** several times and have been promised a resolution but nothing has happened. I was told I could ship the laptop back to them with a box they would mail to me. That never happened. I contact Dell again and was told I would receive a call back from a Manager that would provide me details about a refund. That never happened. Now I just want my money back and to never have to deal with Dell again.
Business Response
Date: 06/09/2025

A Dell representative will be assigned to this case and
contact the customer to address their concerns.
Business Response
Date: 06/17/2025
Dear Better Business Bureau,

Thank you for providing a copy of the customer’s
submission. I am writing on behalf of
Dell Inc. in response to the complaint filed with your office by the
customer. Thank you for providing a
copy of the customer’s submission.

Since the date of the submission, a Dell representative
contacted the customer to discuss their concerns and provide assistance. The system was repaired and returned to the
customer. The customer did confirm receipt of the system and that is now
working. We remain available to assist via Dell’s fee-based software or out of
warranty repair representatives should they want to purchase this service. They may 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
Incident ID: 23419706
Dell
Initial Complaint
Date:06/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Back in February 2025, Dell replaced my motherboard because my laptop was dead, dead. I paid to have it fixed because it was out-of-warranty. I got it back March 1, and used it for about 4 months when suddenly a couple of weeks ago, it started complaining that Windows 11 had expired and to give it the license number. I don't know the license number and why would they put a temporary version of Windows 11 on it? Today, I told ***** K I rarely use my laptop because I have a desktop. The desktop is my primary computer. I only used the laptop for VA video appointments and occasionally Zoom meetings for Landmark. Camera angle looks better. I'm also getting instruction errors for memory. It didn't do any of this with the original motherboard, and why is he complaining about money to repair a repair? I told him that was ridiculous; Dell is being greedy. They caused this problem during the repair and need to be accountable for causing a problem that didn't exist before it died. He wanted me to run a BIOS quick test which passed. Advanced test passed. Don't know why C:/ has more files on it; out of space now. Blasted O.S. takes up too much after updates or whatever was added during repair. Impossible to tell what's extra.Apparently this motherboard dying is a common problem with this laptop. I find that crazy, too. I dont care if its out-of-warranty. Their repair caused problems, and they need to fix those problems and eat the cost. His talking about being a policy to charge consumers to fix problems they create is not professional. I told him Im sick of lousy support **** more concerned about money than fixing anything; its a form of corporate theft. Ill attach that conversation to this. They hire those foreigners to pay them less, train them less, and have them be rude like this to their customers. I saw that pattern decades ago. Rule out that it wasn't the repair before trying to charge me anything.
Business Response
Date: 06/05/2025
Thank you for providing a copy of the customers’
submission. A Dell representative has
been assigned to the case and will be contacting the customer. The representative can be reached directly by
email at [email protected].
Business Response
Date: 06/12/2025
BBB Complaint ID: 23416806

Dear Better Business Bureau,

I am writing on behalf of Dell in response to the complaint
filed with your office by the customer.
Thank you for providing a copy of the customer’s submission.

A Dell representative, Kaushik, has been in contact with the
customer regarding their concerns. We
regret any dissatisfaction the customer may have experienced and appreciate the
Better Business Bureau’s feedback. Kaushik
has received customer’s feedback expressing significant frustration with Dell's
customer service and technical support. Kaushik clarified to the customer that
while he is welcome to call Dell at any time, support will be contingent upon
the warranty status of the system. Kaushik
advised customer system is out of warranty and support would be paid. Should the customer have any additional
concerns they can reach out to Dell by phone, email or chat by visiting
https://www.dell.com/en-us/lp/contact-us or for online assistance at
https://www.dell.com/support/home/en-us.

Sincerely,

Advanced Resolution Services
Case ID# 210943208
Dell Technologies
Initial Complaint
Date:06/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Soon it will be 2 years since I asked Dell to refund my purchase. I tried through chat, calls, emails, anything. They wasted hours of my time and every time promised they would refund my purchase but they never did. Their system did not allow me to use the email I used when I placed order over the phone to install the software I bought through them. The time when I needed to use this software has passed and now not only I was not able to use it but I no longer actually need it anymore. I have never been able to install it because of their system anyway but they still have not refunded my purchase. BBB is the last place for this solution. Please refund my money.
Business Response
Date: 06/10/2025
Dear Better Business Bureau,

A Dell representative, ****** has contacted the customer and is working with them to reach a reasonable resolution. If the customer has additional questions during this process, the customer can reach him ************************ via his email at ***************************************************************

Sincerely,
Advanced Resolution Group
Case # *********
Dell Technologies.
Business Response
Date: 06/19/2025
Dear Better Business Bureau,

A Dell representative, ****** has contacted the customer and informed customer that ********************** refund policy clearly states that requests must be made within 30 days of the order invoice date.Our records indicate that customer has contacted ********************** way after the return policy, Hence the request for the credit has been denied.
Dell considers this issue as resolved.

Sincerely,
Advanced Resolution Group
Case # *********
Dell Technologies.
Customer Answer
Date: 06/23/2025
Complaint: 23416065

I am rejecting this response because:
Dell sold the software without access to install it. It doesnt say anywhere on their website that Im supposed to use the software within a month of purchase. I needed this software to be activated when I needed. When I tried activating the website said Im not allowed to because they didnt like my foreign email (therere millions of people using that email service). I reached out and spent hours on the phone with someone who couldnt get me access to the software but he promised he will refund me. Now this unhelpful representative offered me $25 store credit. Ive never installed this software because of them and now I dont need it and instead of giving me money back for the software that has never been used and can be sold to another customer they offer me ************************** credit. Their practices are fraudulent and theyre a scam.
Business Response
Date: 06/25/2025
Dear Better Business Bureau,

I am writing on behalf of Dell, in response to the rebuttal filed with your office by the customer. ****** has re-informed the customer that the ********************** refund policy clearly states that requests must be made within 30 days of the order invoice date. Our records indicate that customer has contacted ********************** way after the return policy, hence the request for credit has been denied.
This is Dells final stance on this matter.

Sincerely,
Advanced Resolution Group
Case# 210992637
Dell Technologies
Customer Answer
Date: 06/25/2025
Complaint: 23416065

I am rejecting this response because:

Like I said before this isnt so much about the credit theyre referring to:
(1) Theres no indication that the software the customer buys must be used within 30 days of purchase;
(2) The access to the software which customer bought was denied by their system without explanation or resolution;
(3) Now its too late for both refunding the customer or giving them access the perfectly new never touched or installed software while keeping the money the customer spent on the software.
I still believe this is extremely misleading and fraudulent and Dell should be sued for misleading customers like that.
Business Response
Date: 07/01/2025
Dear Better Business Bureau,

I am writing on behalf of Dell Technologies in response to the rebuttal submitted by the customer. Our representative, ******, has informed the customer that, as the order is over a year old, we are unable to process a refund at this time. A previous Dell Care agent had already updated the customers email address and provided guidance on accessing the Adobe Creative Cloud Photography subscription through the Dell Digital Locker.
If the customer has any further questions or requires additional assistance, we encourage them to contact our representative directly at *************************************************************.
Dell considers this matter as resolved.

Sincerely,
Advanced Resolution Group
Case# 211147368
Dell Technologies
Customer Answer
Date: 07/07/2025
Complaint: 23416065

I am rejecting this response because: not true, no guidance was provided and no confirmation of email change was provided. On top of that, the refund was promised in February and then promise was broken.

Regards,

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

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