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: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.

  I bought a Dell laptop for $320 last year with a one year warranty. The laptop had technical issues and would not connect to the Internet starting mid-April this year.I logged a support case ********* and find significant delays in resolving this issue. Dell initially estimated 3-5 days to resolve this and now it's been more than a month. They now are asking 7-10 business days (about 2 weeks more) to look in to the issue without any commitment to resolve within this period.I have received conflicting responses from their customer support. Initially, they updated that they had completed all hardware replacements despite which the issue was not resolved, making this laptop eligible for a replacement. Now, they are denying any replacement till they do another round of repair and review.I have been following up with Dell patiently and have acted so far as per their own guidance, but the customer support has lacked any commitment or sensitivity, despite multiple calls and requests giving them various options to compensate for this deficient service.I have always held a great respect for the brand, especially for their customer service. But this appalling experience has made me seriously review my opinion. I am already nearing the end of warranty and losing 2 months of laptop usage on account of the sluggish response to my ******* summary, I was initially looking for a timely repair of the laptop. When that did not happen and they confirmed that none of the repairs they performed over a month worked, I requested that they process a replacement as per their own suggestion. At this point, given that they have shown complete inflexibility with the various options, I want compensation for the substantial time and efforts I have spent engaging with Dell, and also for the loss of use of my laptop for this period on account of **********************'s failure to uphold its commitments and lack of any customer-sensitivity within their customer service team.

  

  Business Response

  Date: 06/05/2025

  Thank you for providing a copy of the customers submission.  *********************** representative, ******* has been assigned to this case, and he will initiate contact with the customer soon; 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: 06/25/2025

  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 have been assisting the customer per the Terms and Conditions of the Limited Hardware Warranty. We want the customer to understand, they have reported their concerns regarding their Dell Inspiron 14 3420 Notebook computer.Dell will address and resolve this issue even if their warranty expires, so they do not need to fret about their warranty coming to an end soon. We ask the customer to continue to work with our tech support team until we have a resolution.
  
  Today is the final day for Dell to update the Better Business Bureau, but please understand the case remains open until the matter is resolved. 
  
  Sincerely,     
  
  Advanced Resolution Services 
  Incident ID# *********        
  Dell Technologies 
  

• Initial Complaint

  Date:06/03/2025

  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.

  On May 14, 2025, my Alienware M16 R1 (4080 model) suddenly sparked and began emitting a significant amount of smoke. I inhaled some of it, and the experience was genuinely frightening. Since the device is still under warranty, I contacted Dell right away, expecting them to treat this as a serious safety concern. It could have easily damaged my property or caused something ******** my surprise, Dell treated it like a routine service issue and simply told me to send the laptop in for repair. I made it clear I wasnt comfortable with that and asked for a replacement instead. After some back and forth, the agent said the case would be escalated to Dells corporate office. I was then told I had to send the device in for inspection before any further discussion.I received the shipping box and sent the laptop on May 21. The next day, I got an email stating the device was already in the repair process and waiting for parts. No one contacted me to confirm I had agreed to any repair. I followed up, reiterating that I never consented, but was told that sending it in implied approval. That logic makes no sense.On May 28, I emailed again, stating I might file a formal complaint if the issue wasnt handled appropriately. That same evening, the repair was suddenly marked complete. The laptop arrived via overnight delivery on May 29, again, without any communication at that time.Dells handling of this issue has been extremely disappointing. No one acknowledged my repeated request for a replacement or my clear refusal to authorize a repair. I never received confirmation or discussion about that decision at any ******** filing this complaint because I do not feel safe using the device. Given the nature of the issue, I believe a full replacement and a formal investigation into the safety risk are the only appropriate resolutions.

  

  Business Response

  Date: 06/04/2025

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

   

  

  Business Response

  Date: 06/06/2025

  A Dell representative Gerard James has been in contact with the customer to address these issues however a final resolution has yet to be reached.  Our representative provided their contact information and will remain engaged until the customer’s issue has been addressed.

  

  Business Response

  Date: 06/16/2025

  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. Dell representative Gerard James reached out to the customer and has confirmed that the unit has been thoroughly tested and repaired. Gerard has informed the customer that Dell will not be providing an exchange.

  
  
  Sincerely,
  

  
  Advanced Resolution Group

  Incident ID: 73805008
  

  Dell

• Initial Complaint

  Date:06/03/2025

  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.

  April, 21 2025 is where the first service request had been opened for my Dell Alienware ************** tag D99J4W3 due to the fans and GPU not functioning properly. I purchased a protection plan on this laptop for $355.20. They told me they would provide me with advanced protection with 24/7 support. The dispute is in reference to the fact that the company is currently accusing me of damages that their technicians caused. Dell has reached out to me and claimed they will use my accidental coverage which is absolutely unacceptable. The accidental coverage was over a hundred dollars and the part they want to replace is only worth a few dollars. Absolutely unacceptable behavior. I went through everything that I possibly could for dell to fix this amicably but they have refused to assist me and are now blaming the issues present on me, after 4 separate attempts to repair this computer I a now demanding a replacement. I am no longer willing to accept them trying to repair my laptop as they have lied to me and accused me of things that I didn't do. They refused to speak with me properly. I have records of all of our conversations and proof that the laptop was damaged by technicians I have email logs and pictures. The only resolution I will accept is a full replacement of the laptop or full reimbursement of the retail value of the laptop.

  

  Business Response

  Date: 06/04/2025

  Thank you for providing a copy of the customerssubmission.  A Dell representative has been assigned to the case and will be contacting the customer.  The representative can be reached directly by email at ******************************************************************. 

  

  Business Response

  Date: 06/25/2025

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers 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 customers submission.
  
  A ********************** representative ******* ***** has been in contact with the customer to address these issues however a final resolution has yet to be reached.  Our representative provided their contact information and will remain engaged until the customers issue has been addressed.
  
  Sincerely,
  
  Advanced Resolution Group
  Incident ID: ********
  ********************** 

• Initial Complaint

  Date:06/02/2025

  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.

  Spent $4,338.81 for a laptop that was completely defective. It was delivered on March 18, 2025. Within the first month it overheated, went to blue and black screen, wouldnt turn on and then wouldnt turn off. I was finally able to do a BIOS update which seemed to help. A Dell tech came over with a replacement motherboard but advised me not to use it (since the laptop worked for that day); he explained that the replacement parts that Dell sends over are refurbished and that since my laptop was brand new it was probably best not to risk it. So he left. A couple of days later the laptop died again. I went to turn it on and found it boiling hot, with the fan whirring loudly. (It had been off before.) It took me 10 minutes to turn it off. Then it wouldnt turn on at all. I contacted Dell again and they said theyd send over a tech with three replacement parts. Again. I waited for the tech all day long and he never showed ***** my new laptop, a month and a half old, was completely unusable, unsafe, and clearly defective. They suggested I send it in for repairs but I requested a refund instead. Why should I have to repair a brand-new, extremely expensive laptop that didnt work, and that I didnt break? I was sold a lemon and it seems criminal that my brand-new laptop should have to be repaired with refurbished parts from Dell. After they expedited my case customer service denied the return because of their 30 day policy. Which means they never expedited my case at all. This piece of junk never worked properly, and it is criminal that they should be able to charge me for a defective piece of c*** And it is completely unethical that I should be expected to send it in for repairs The lemon was not even two months old. At the very least, I would expect an exchange with a brand-new model, but I want nothing to do with Dell ever again. I want a return label and a refund.

  

  Business Response

  Date: 06/03/2025

  Thank you for providing a copy of
  the customer’s submission.  A Dell
  representative is being assigned to the customer’s complaint and will be attempting
  to reach the customer by phone and email.

  

  Business Response

  Date: 06/13/2025

  BBB Complaint ID:     23405347                                          
  
  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, Iain, 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.  Iain has had the customers
  computer serviced at the Dell Repair Depot and it has been returned.  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# 210812866
  Dell Technologies

• Initial Complaint

  Date:06/02/2025

  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.

  I would like to know the status of the order number **********, Dell Purchase ****************, ***** tracking ************, Service Tag 52F2Q94. I did not get this package. Please contact me at **********, so we can figure out what to do next and also please submit a dispute claim with ***** and let ***** start an investigation of this package.

  

  Business Response

  Date: 06/03/2025

  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# 210814266
  Dell Technologies

  

  Business Response

  Date: 06/05/2025

  Dear Better Business Bureau,

  I am writing on behalf of Dell, in response to the BBB filed with your office by the customer.  ****** has confirmed the refund is processed and a credit memo number has been provided to the customer. We ask that the customer follow up with our representative should there be any further questions regarding this matter at ************************************************************************. 
  
  Dell considers the issue resolved.
  
  Sincerely,
  Advanced Resolution Group
  SFDC# 210814266
  Dell Technologies 

  Customer Answer

  Date: 06/09/2025

  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.
  
  Regards,
  
  Yupeng Fan

• Initial Complaint

  Date:05/30/2025

  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 Dell Inspiron 16 7640 2-in-1 on January 7th 2025 for $1100. Within the less than six months I have owned this laptop, I have experienced two major hardware issues. The first, occurring in March, was the spontaneous failure of my internal WiFi adapter. This led me to spend what amounted to basically an entire day with tech support, a process which included a full reset of my laptop leading to the loss of all of my apps and much of my data, just to learn that I would need to go to BestBuy and spend $70 on an external replacement which constantly occupies one of my two USB ports. The alternative option, an option I was only told existed by the ******* employee, was to send my laptop to Dell directly so they could do the very simple repair for free. However, I was told this process would take eight or more weeks essentially leaving me without any computer for two months. I found this pretty inexcusable, but after spending many hours attempting to find some avenue of compensation through Dell directly, I was unsuccessful and gave up. Recently though, I have experienced another hardware failure. The charger for my laptop has entirely stopped functioning. Just like my laptop itself, it has suffered absolutely no physical damage whatsoever. I have yet to purchase a replacement, however prices in my area set the absolute minimum I could spend at roughly $80 for a replacement. I attempted to use a different USB-C charger I own to charge my laptop, but it doesn't work for what I can only assume is an intentional attempt to increase sales of their chargers. I purchased this laptop with the expectation that it would function for, at an absolute minimum, a year before any major hardware issues. I would hope that I could receive some form of compensation for these issues monetary or otherwise. I would like, at a minimum, the $150 dollars I have spent back; though with time, energy, gas, taxes, and stress, I feel that I am entitled to more than just that. Thank you

  

  Business Response

  Date: 06/02/2025

  Thank you for providing a copy of
  the customer’s submission.  A Dell
  representative is being assigned to the customer’s complaint and will be attempting
  to reach the customer by phone and email.

  

  Business Response

  Date: 06/10/2025

  BBB Complaint ID:     23395876                                          
  
  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 attempted to contact the customer regarding their
  concerns.  We regret any dissatisfaction
  the customer may have experienced and appreciate the Better Business Bureau’s
  feedback.  Since our last update, Sreejith
  has made multiple attempts by phone and email to contact the customer but has
  not been successful.  Due to this, Dell
  cannot offer a resolution at this time.  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# 210750513
  Dell Technologies

• Initial Complaint

  Date:05/29/2025

  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.

  3/28/2025 $2,343.29 To provide me with a brand new computer The computer has not worked since I received it. I called Dell support on 5/16/2025 and was on the phone with them for over an hour. They did remote support and said I need to bring my Dell laptop to UbreakitIfixit in ************. Who has told me Dell sent them the wrong parts, now they are changing out every major piece of hardware. I want a brand new replacement immediately. I cannot work without it. Its been two weeks and UbreakitIfixit just called me and told me Dell has been sending them the wrong parts. This is a BRAND NEW LAPTOP. Since I got it, I have received errors that the camera doesnt work, windows doesnt work,, email doesnt work. We have tech support at my company and they couldnt figure it out. Its been 2 months now. Dell has been non-responsive to me.

  

  Business Response

  Date: 06/02/2025

  Thank you for providing a copy of the customers’
  submission.  A Dell representative has
  been assigned to the case and working with customer.  The representative can be reached directly by
  email at [email protected]. 

  

  Business Response

  Date: 06/19/2025

  BBB Complaint ID:      23392031                                                      
  
  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, Andrew, 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.  Andrew
  worked with customer for a replacement that shows delivery date 06/10/2025.  Exchange order 1020036965 [FEDEX tracking 461295229676].
  Andrew is pending response from customer that everything is working, and issue
  is 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# 210751082
  Dell Technologies

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23392031, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Jeffrey Calcaterra

• Initial Complaint

  Date:05/29/2025

  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 bought the most expensive gaming pc that they offered on their website. The pc has had problems in the past, they have had to come out and replace the *** once before, this pc has a known issue with the cpu failing, there is a class action lawsuit going on right now with Dell involved in it. They replaced my cpu and the pc worked good for a few months, 5 days before my warranty was out the pc started crashing again. Getting a blue screen of death and would just crash. Games do not work well anymore, and they will not repair the unit. They want me to turn settings off and disable almost everything to get things to work, I NEVER had to do this previous to the cpu failing again, this is what they want to do instead of repairing my pc. They are NOT honoring their warranty but instead trying to get me to do a work around and basically everything to get stuff to run without crashing. I bought this pc so that I could play those games. I am not getting anywhere with their technical support team and I am not going to seek other means of getting this issue resolved. Be it through this website or seeking legal action. I would like to have my pc repaired, or replaced. When the pc was working the games played fine, not that there is an issue with the cpu, the games and pc is crashing non stop, I have been waiting about a month now for a resolution and they are not helping me out. I would either like a repair, or replacement at this point.I have every email and communication if anything else is needed, like I say there is a class action lawsuit against Dell for this exact issue.*****

  

  Business Response

  Date: 06/03/2025

  Thank you for providing a copy of the customer submission.  A ********************** representative, *******, has contacted the customer and is working with them to reach a reasonable resolution.  The representative can be reached directly by email at ******************************************

  

  Business Response

  Date: 06/19/2025

  BBB Complaint ID:     23390135                                          
  
  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, *******, 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 offered the customer service per the terms and conditions of the Dell Hardware Warranty.  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

  Customer Answer

  Date: 06/20/2025

  Complaint: 23390135
  
  I am rejecting this response because:
  

  On June 4th the last Dell technician I was working with over the phone and the one of the people from Dell that has been remoting into my PC told me that if the new windows install did not fix the issue that they would send someone out for a repair.  Please note I have set aside 5-6 days with 2 hour windows for them to remote in and work on my pc.  Nothing they have done fixed it.  They said in the emails that I have attached, that IF i did the windows reinstall and the problem was still there they would dispatch a technician to come out to my home and repair the pc.  I did reinstall windows, and after that they did not dispatch a technician they wanted me to again set aside a 2 hour window to let them remote in again.  I am not going to keep doing this over and over.  There is a known issue with the cpu that is in my pc.  They released a service bulletin about this and I will also attach a link to this email of the community forum where there are countless other customers having the EXACT same issue.  If they are not going to repair my pc then I will be taking this to small claims court.  I did all they asked me to do, and they straight up lied about sending a repair person out.  Please read the emails and you will see.

  All I want is to have my pc fixed.  

  Here is the link with countless other customers having the same issue and ********************** also giving them the runaround.  The worst part is ***** extended the warranty on these cpu and dell is trying to ignore it.  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 06/30/2025

  Dear Better Business Bureau,
  
  I am writing on behalf of Dell Inc. in response to the rebuttal filed with your office by the customer.   We regret any dissatisfaction they may have experienced and appreciate the feedback provided.
  
  Dell representative ******* ****** contacted the customer and attempted to fix the system remotely. That did not address the issue, so an onsite repair was set up. The technician arrived onsite and updated the graphics card drivers and this fixed the system. The customer has confirmed the system is in working order.
  We remain available to assist the customer under the terms of *********************** Limited Hardware Warranty.
  
  Sincerely, 
  Advanced Resolution Group
  Incident ID: # ********
  Dell.

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that after fighting with Dell over and over for more than a month, and having to use the BBB they did send a repair person out.  However I would not recommend Dell nor would I ever purchase anything from them again.  

  Treat your customers better ********************** they are the reason you exist.  You made me feel as if I was asking for something that wasnt in your warranty policy and when the technician showed up I didnt force or beg for him to put parts in all I wanted was a working pc, they didnt even need to use parts.  Dont treat everyone as if they are crooks, treat them as customers even if it is the last day of their warranty when they call in.

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

• Initial Complaint

  Date:05/29/2025

  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.

  Service request: ********* Service Tag: 1CWG114 Dispatch number: ********* it`s been close to 2 months trying to fix a persistent blue screen issue . last 2 weeks ,support sent on site tech to my home to replace the motherboard . after spending more than 3 hours , he could not power on the laptop after he did the replacement (my laptop was on and he is the one who turned off before starting the repair) . he called support and they asked me to send the laptop to ARC . the tech closed the case without putting back the screws and took the old motherboard with him to return it to ARC and asked me ship my laptop as is , saying that they gonna open it anyway so no need to put back the screws . 4 days later , ARC reach out to me saying that there are missing parts on my laptop(graphic card and power line) and i need to pay for these parts before completing the repair . why i will take a graphic card and power line from my own computer when i need my laptop back back for work as soon as possible . i feel that Dell is trying to scam me and push me to pay for the repairs , or dell techs are thieves and they took the graphics card from my laptop .

  

  Business Response

  Date: 06/02/2025

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

   

  

  Business Response

  Date: 06/12/2025

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers 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 customers submission.
  Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provided assistance.  The customer has confirmed that all issues are resolved.
  We ask that the customer contact our representative should there be any further questions regarding this matter. 
  Sincerely,
  
  Advanced Resolution Group
  Incident ID:  ********
  Dell 

  Customer Answer

  Date: 06/12/2025

  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.
  
  Regards,
  
  Abdeljalil Krikib

• Initial Complaint

  Date:05/28/2025

  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.

  Mar 25, 2025, I ordered an Alienware 16 Area-51 Laptop for $3,419.99. I am an active duty service member stationed on the **** territory of ****. I entered my military mailing address, an Armed Forces Pacific address, and I was able to place the order. 10 minutes later I received the confirmation email. On Apr 22 I received an email from Alienware directly stating my order would be delayed 2 weeks and I would receive a similar email from Dell shortly. I never received that email from Dell. On May 7th, Dell charged my card and emailed confirming my order shipped but I was given a bogus - dead- **** tracking number. I emailed Dell support requesting the actual tracking number and/or proof of delivery and I was told APO / FPO shipments take 6-8 weeks and the tracking number was encrypted and I could not receive it until 8 weeks from the ship date. I don't believe that. Moving on, today May 28th (Guam time) the day I am allegedly to receive my order I instead received an email from Dell stating "order number#**********, service tag/s 9QQ5Q94 was returned to Dell due to the team was unable to deliver to the given address." They further stated "provide an alternate US re-ship address in below format, I can request the items to be re-shipped for you, as we cannot reship it to an APO address." I asked if they can ship to my Guam address and they replied "Yes, we can reship it to the below addres. Thank you for sharing the reship details, this information is being shared with the team handling that process. The tracking number will be available within few days and accessible under case number *********." I am contacting BBB because Dell charged my credit card "at the time of shipment" but provided no proof my order was shipped. They generated a return request under the reason "I changed my mind" which is not true. The resolution I want is for Dell to ship and deliver the item I paid for. I do not believe they ever shipped my item nor do I expect they will in a few days.

  

  Business Response

  Date: 05/30/2025

  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# 210648217
  Dell Technologies

  

  Business Response

  Date: 06/11/2025

  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 order has shipped and delivered, and the customer has confirmed receipt of the order.  We ask that the customer contact our representative should there be any further questions regarding this matter at **************************************************************************.
  
  Dell considers this matter as resolved.
  
  Sincerely,  
  Advanced Resolution Group 
  Case# 210648217
  Dell Technologies

  Customer Answer

  Date: 06/19/2025

  Complaint: 23384505
  
  I am rejecting this response because: Dell did not deliver to the address the order was placed first placed with. They claimed there was shipping restrictions with my address. So I had to have the laptop delivered to a relative and then I had to coordinate shipping to my own address via the ****. I faced no restrictions - **** put it on a plane and Priorty Expressed to my front door - and I was honest and selected hazmat lithium ion battery when setting up the postage and they still put it on the plane. Finally after I personally received the laptop and opened the box I found that the laptop was not in the white protective sleeve that Alienware's are usually shipped with and there were small scratches and sticker residue on the cover. I'm assuming when Dell received the laptop after the first unsuccessful delivery they unpacked it, were careless, and then did not properly repack it when shipping it back out. The box had already been open and retaped upon ***** delivery from Dell to my mother. Additionally, when I powered on the laptop the first time, 1 of the 4 fans was making a loud clicking noise as if there was interference with the blade. After setting up the initial Windows software I had to power off the system, remove the back cover, uninstall the fan, clear the interference and reinstall fan. I shouldn't have to do that with a brand new $3,500 laptop and said laptop shouldn't arrive looking like it was purchased from a garage sale. I am extremely disappointed with not only Dell's logistics people in the states but now also there quality control people in ***** or wherever it was made. 
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 06/27/2025

  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, *******, has informed the customer their order has been delivered and provided tracking details to the customer.  We ask that the customer contact our representative should there be any further questions regarding this matter at **************************************************************************.

  Dell considers the issue resolved.

  Sincerely, 
  Advanced Resolution Group 
  SFDC# 211877960
  Dell Technologies