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:05/28/2025

  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.

  I am absolutely furious and disgusted with Dells handling of my order: Dell UltraSharp 32 4K Thunderbolt Hub Monitor - U3225QE (Purchase ID: *********, Return ID: **************** received the item DAMAGED. I called Dell IMMEDIATELY and was told to submit photoswhich I did. Then I was told to wait 7-15 business days for a refund. No one ever contacted me. Nothing. So I had to chase Dell down, constantly calling to find out what was going on.After TWO WEEKS of silence, I had to beg someone to send me a return label. I shipped the monitor back, and I was told my refund was approved. Then after waiting ANOTHER ENTIRE MONTH, I was told the refund was denied because the item was delivered. Are you serious?! The issue was NEVER deliveryit was the fact that the monitor arrived BROKEN.Since then, every time I call customer service, I either get hung up on, transferred endlessly, or told to email WarrantyVerification, which is a complete black hole because THEY NEVER RESPOND.This is, without exaggeration, the worst customer service experience I have ever had with any company. I am out a significant amount of money, my time has been completely wasted, and Im still sitting here with no product and no refund.FIX THIS IMMEDIATELY. I want my refund processed NOW. Not another excuse. Not another delay. Not another department to email. Just give me my ******* refund.Return ID: ************* Purchase ID: ********* Absolutely unacceptable.

  

  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# 210620332
  Dell Technologies

  

  Business Response

  Date: 06/17/2025

  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

  Customer Answer

  Date: 06/18/2025

  Complaint: 23381251
  
  I am rejecting this response because:

  I just wanted to let you know that the internal team is taking 3 weeks to respond and I am assuming they will take longer. 
  
  Regards,
  
  Katerino Ra-yeis

  

  Business Response

  Date: 06/27/2025

  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 shipped and delivered.  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# 210620332
  Dell Technologies

• Initial Complaint

  Date:05/27/2025

  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.

  On march 26 I placed an order with Dell For 19 Inspiron 15 laptops. Total value $5171.35. After taking longer than originally stated to deliver I told them I no longer needed the product, they told me they would refund and not deliver the product, the beginning of last week I should have received the refund, I still havent.I followed up with them several times with no update.

  

  Business Response

  Date: 05/28/2025

  Dear Better Business Bureau,
  
  A Dell representative, Mukesh, has contacted the customer and is working with them to reach a reasonable resolution. 

  Sincerely,
  Advanced Resolution Group
  SFDC# 210551171
  Dell Technologies

  

  Business Response

  Date: 06/09/2025

  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, Mukesh, has informed the customer that the refund has been credited back to the customers 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 **********************************************************************.
  
  Dell considers this matter as resolved.
  
  Sincerely, 
  Advanced Resolution Group 
  SFDC# 210551171
  Dell Technologies 

  Customer Answer

  Date: 06/11/2025

  Complaint: 23376332
  
  I am rejecting this response because:

  I only received a partial refund. I was only refunded for 18 pieces as opposed to 19
  
  Regards,
  
  ******** *****

  

  Business Response

  Date: 06/23/2025

  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, Mukesh, has informed the customer that the refund was processed by your bank through chargeback. ****** advised the customer to speak to their bank regarding the refund. Unfortunately,we cannot provide a refund from our end at this point at it will lead to multiple refunds.

  Dell considers the issue resolved.

  Sincerely,
  Advanced Resolution Group
  SFDC# *********
  Dell Technologies

• Initial Complaint

  Date:05/27/2025

  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 April 8, 2025, I made a purchase on the official Dell website for a laptop valued at $319.87 USD. The product was shipped on April 10, without prior notice and several days earlier than the expected delivery window. The package was sent via **** but when it was delivered, the box was completely empty.I have contacted Dell multiple times via email to report this issue, but I have not received any proper response or resolution to this day. No refund or replacement has been offered, and I am extremely dissatisfied with the lack of action and the delay in addressing my complaint.I have evidence of the emails I sent to Dell, as well as the purchase receipt, the *** tracking number (1ZW70W980321788875), and the Dell order number (#**********). I am willing to provide all documentation to support my claim.I respectfully request a prompt resolution to this matter. I made this purchase in good faith, and I have not received the product I paid for.

  

  Business Response

  Date: 05/28/2025

  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# 210588057
  Dell Technologies

  

  Business Response

  Date: 06/02/2025

  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 and logistic team the order shows shipped and delivered.  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# 210588057
  Dell Technologies

  Customer Answer

  Date: 06/06/2025

  Complaint: 23376005
  
  I am rejecting this response because:
  The package I received was completely empty. Could someone from *** have my laptop? I don't accept that the case be closed. I want my money back right now.
  
  Regards,
  
  ***** *********

  

  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 been in touch with the customer regarding the order.  As per our verification and logistic team the order shows shipped and delivered.  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# 210588057
  Dell Technologies. 

  Customer Answer

  Date: 06/17/2025

  Complaint: 23376005
  
  Dear Dell Support,
  I am writing to formally reject the resolution provided for my recent case regarding the purchase of a laptop. While your records indicate that the delivery was completed successfully, I must emphasize that the package I received was an empty boxthere was no laptop or any of its contents inside.
  This situation is highly concerning, and I am extremely disappointed with the response I have received so far. I did my part as a customer, placing the order and waiting for the delivery as instructed. However, receiving an empty box instead of a laptop is clearly a failure in the handling or shipping process, and I should not be held responsible for it.
  I request that you reopen the case and conduct a proper investigation into the matter. I am willing to provide photos of the empty box, its packaging condition, and any other information that can support my claim.
  Please understand the seriousness of this issue. I expect Dell to take appropriate action to either send a replacement or provide a full refund as soon as possible.
  Looking forward to your prompt and fair response.
  Best regards, 
  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 order shows shipped and delivered as per the *** attached.  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# 210588057
  Dell Technologies

• Initial Complaint

  Date:05/27/2025

  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.

  May 10th I purchased a laptop for my daughter order **********. 4 days after I recieved the laptop and approximate 1 in line of dead pixels showed up on the laptop screen. I called support and after troubleshooting was given 3 options to resolve the issue. One, take the laptop to a local shop to have the screen ***laced. Two, have a technician come to my house to ***air. Three, mail the laptop back and wait for a complete ***lacement. I chose to have a technician come to my house thinking it would be easy. IT WAS NOT!It was arranged for someone to come on a Wednesday abd was given a large time window the tech would show up. One hour before the end of the time window I got a call from dell asking if the tech had arrived. I confirmed they had not. The dell *** said they would check and call me back. They did and told me the tech was running late and would have to reschesule for the next day, which was Thursday. Thursday comes and 5 minutes before the tech was scheduled to shown up someone from dell called and told me the techs car broke down and they would have to reschedule for Friday. I was very upset and demanded that it be changed so I could just drop the laptop off at a local shop since it was one of my original option and I lost confidence in having someone come to my home. I was told to give them one more chance and that they would definitely get someone out the following day, Friday. I reluctantly accepted because I wasn't given a choice. Friday comes and I get a call directly from the tech saying that they were running behind and would not be able to make it out on Friday either. Needless to say, I was very upset because I have to clear my entire day to be home for the tech time window. On Thursday I was not able to take my mother in law for an eye surgery appointment because of this window. I called dell customer service to change this from an in home appointment to one where I could drop it off at a local shop. I wasted 3 days to be at the beginning.

  

  Business Response

  Date: 05/28/2025

  
  Thank you for providing a copy of the customerssubmission.  A Dell representative will be assigned to the case and will be contacting the customer soon. 

  

  Business Response

  Date: 06/03/2025

  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.
  
  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 provided the customer with a $100 coupon as a goodwill gesture and ensure service is completed. ***** has emailed the customer, and customer will contact support if assistance is needed.  The 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

  Customer Answer

  Date: 06/03/2025

  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,
  
  **** ********

  Customer Answer

  Date: 06/17/2025

  Complaint: 23375885
  
  I am rejecting this response because:

  I thought complaint 771505418ED03 was resolved but it is not. ************************** is now declining to repair my laptop screen or send a replacement. Suddenly, they are claiming the issue is from physical damage when it was not.

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

  

  Business Response

  Date: 06/23/2025

  BBB Complaint ID:  ********
  
  Dear Better Business Bureau,  
  
  I am writing on behalf of Dell in response to the rebuttal complaint filed with your office by the customer, **** ********. Thank you for providing a copy of the customers resubmission.                  
  
  Dells manager, *****, has addressed this matter with the customer. The issue with the customers **********************  Inspiron 16 5645 notebook computer had been reported by the customer as several dead pixels had manifested and Dell offered Depot repair, or onsite service, or last, Dell carry-in service center; the customer had decided on the onsite service call, however and unfortunately there were several unforeseen delays by our partner to complete the service call. The customer became disenchanted with the onsite service and asked if they could take advantage of the carry-in service center, which we agreed to arrange this dispatch for the customer. When the carry-in service center received the unit, they discovered the damage to the computer is not supported by the hardware warranty and informed the customer if they wish to repair the system it would be fee-based support, which the customer has declined. In the interest of customer satisfaction, ***** provided the customer with a $100 goodwill gesture coupon which they may use on our website. The customer is disappointed but after the ********************** was thoroughly examined by the service center, in person, it was evident the repair needed is not supported by the warranty, it is considered accidental damage to the unit. If the customer should change their mind and decide to pay for the support, they are welcome to call Dell Support at ************** and any of our representatives will be happy to assist them. We appreciate the Better Business Bureau for bringing this matter to our attention.    
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# *********      
  Dell Technologies  

  Customer Answer

  Date: 06/25/2025

  Complaint: 23375885
  
  I am rejecting this response because:

  First, 

  I went through the proper steps with dell support over the phone on the very first contact. I sent screenshots of the issue and the repair was approved. I wasted countless time waiting for a technician to replace the screen but was blown off 3 times. You would think that if the tech was late then first time and had to reschedule that I would be the first call the next day. That never happened. After finally taking it to a repair shop myself they did not do a thorough diagnostic. Dell said they would fix it but then went back on their word. I just want them to honor what they originally promised but never delivered so I can move on with my life

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

  

  Business Response

  Date: 06/27/2025

  Dear Better Business Bureau,
  
  I am writing on behalf of Dell in response to the rebuttal complaint filed with your office by the customer, **** ********. Thank you for providing a copy of the customers resubmission.
  As *********************** stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matter. Our representative remains available to discuss this matter however there will be no change in the resolution offered.
  
  Dells manager, *****, has addressed this matter with the customer. The issue with the customers ********************** Inspiron ******* notebook computer had been reported by the customer as several dead pixels had manifested and Dell offered Depot repair, or onsite service, or last, Dell carry-in service center; the customer had decided on the onsite service call, however and unfortunately there were several unforeseen delays by our partner to complete the service call. The customer became disenchanted with the onsite service and asked if they could take advantage of the carry-in service center, which we agreed to arrange this dispatch for the customer. When the carry-in service center received the unit, they discovered the damage to the computer is not supported by the hardware warranty and informed the customer if they wish to repair the system it would be fee-based support, which the customer has declined. In the interest of customer satisfaction, ***** provided the customer with a $100 goodwill gesture coupon which they may use on our website. The customer is disappointed but after the ********************** was thoroughly examined by the service center, in person, it was evident the repair needed is not supported by the warranty, it is considered accidental damage to the unit. If the customer should change their mind and decide to pay for the support, they are welcome to call Dell Support at ************** and any of our representatives will be happy to assist them. We appreciate the Better Business Bureau for bringing this matter to our attention.
  
  Sincerely,
  
  Advanced Resolution Services
  Incident ID# ********
  ********************** Technologies

  Customer Answer

  Date: 07/01/2025

  Complaint: 23375885
  
  I am rejecting this response because:
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:05/27/2025

  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 is demanding I allow them to replace the top and the bottom plastic of my laptop. There is nothing wrong with the top or the bottom plastic of my laptop. I use my laptop the same day I put it in the box and sent it. The reason it was sent to repair is that the ** cable and the import are not working. Its too old. Its too worn and its not connecting correctly. This is the repair exactly the same that I sent the laptop in two years ago and repaired just a new cable and the new plugfor the ** cable is informing me that unless I allow it to replace the top plastic in the bottom plastic, it will not repair. Del is forcing me to replace something that does not need to be replaced and telling me they dont even those parts. The top plastic is a box of plastic on my laptopin stock that I have to wait 30 to 45 days for them to acquire and replace them I can live with for days. As I said, there is nothing wrong with the top or the bottom plastic on my laptop. The laptop has working perfectly for four years, except the first time the cable interview be replacedat this time the cable and the unplugged need to be replaced I need my laptop repaired. I need it sent to me. I will pay repair for what the laptop needs to work againnot some plastic because it has wear and tear scratches that were not causing any problem with the use of the laptop. Express Service Code *********** Service Tag 9C4YT43 Inspiron 3793 Dell purchase ID is *************. $59. ***** box Case:********* Work order:459734178 Support Request: *********

  

  Business Response

  Date: 05/28/2025

  A Dell 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.

  

  Business Response

  Date: 05/30/2025

  A Dell 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.

  

  Business Response

  Date: 06/03/2025

  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.   ********************** representative ******* ***** reached out to the customer and oversaw the mail in repair that was provided at no cost to the customer. ******* attempted to reach the customer to ensure there were no further concerns now that the system has been repaired and returned, however, the customer was unreachable.
  
  Should the customer need anything further, we remain available to assist via Dells 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 ******************************************************************** or for online assistance at ********************************************************************.
  
  Sincerely,
  
  Advanced Resolution Group
  Incident ***********
  ********************** 

• Initial Complaint

  Date:05/23/2025

  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 am on my second ticket for an issue with my Alienware having a display issue. They opened a ticket with case ID: *********. This ticket has been open for almost 100 days. Ive had a dell repair technician out twice to replace hardware, first time the replacement GPU was faulty and the second time they broke a component inside of the computer. Im also on my 2nd time sending the ** out to the depo to be repaired. They said on May 14th the issue could not be duplicated, called me on May 16th saying it was going to be shipped back. I have not received any information the following week and emailed for an update on May 21st saying they put a request to be shipped. With no update I called on May 23rd and was told it was being repaired. Ive asked multiple times for a replacement or a refund and was told not possible and will not happen. I asked what the next step will be if I receive my ** back with the same issues and was told we have a great track record for repairs, as Im on my 4th repair (Im not counting the HOURS spent every week for them to download/reinstall the same drivers). They replaced the **** CPU, SSD and Motherboard. It seems that they are running the clock out on the warranty so it wont be their problem anymore. Im at my wits end and would rather get my money back than waste all my time waiting for a dell tech, waiting for tech support, and waiting on the depo for repairs. So disappointing that Dell has ruined the novelty of the Alienware brand.

  

  Business Response

  Date: 05/27/2025

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

  

  Business Response

  Date: 06/04/2025

  BBB Complaint ID:      23370012                                                   
  
  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 called customer twice and was not able to reach customer after repair was completed and shipped back to customer. ****** has left detailed voicemail and email that the system was repair and delivered. The case is now closed due to repair and delivery completed. 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:05/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a high end gaming laptop from Dell 6/9/23. On 5/2/25, the laptop stopped charging and the battery ran down, not allowing me to use the computer. I contacted dell repair and found out that I was out of warranty, and sent in the laptop for an out of warranty repair quote. I then received a quote for repairs of the **** palm rest, and motherboard of the computer. I questioned why all these repairs would be needed for a simple power issue, and they reported that the computer was severely damaged. I requested images of the laptop and was shocked to see that my laptop had been severely damaged beyond recognition. This computer was in pristine condition when I sent it in, it had been sitting on a desk for the past year and a half. I attempted to find out how my laptop was damaged so badly but the support team insisted that there is no possible way that the computer was damaged at their repair facility, and that they had documentation that the package received from ***** had no signs of external damage. I requested further investigation as they claimed that their employees are monitored on camera and any damage at the facility would have been recorded, but they are refusing to do any further investigation into the issue and alleging that I sent the laptop to them in that damaged condition which is completely untrue. I was already disappointed that a top of the line laptop that I had purchased less than 2 years ago was already malfunctioning, but completely shocked that they would allow my computer to be so carelessly handled and then blame me for the damage and charge me for the repairs, which they are quoting at $589 with the potential for increases depending on other issues they may find. Please help me resolve this dispute and hold this large corporation accountable for their actions. I hope this is an isolated accident and not systemic abuse of their mail in repair to maximize profit now that they have my computer in a completely unusable condition.

  

  Business Response

  Date: 05/23/2025

  Thank you for providing a copy of the customers submission. A ********************** representative will soon be assigned to this case, who will contact the customer to address their concerns.  ********************** will update the Better Business Bureau upon assignment.    

  

  Business Response

  Date: 05/23/2025

  Dells representative, ****, has been assigned to this case and he has initiated contact with the customer 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: 06/16/2025

  Dear Better Business Bureau,  
  
  I am writing on behalf of Dell in response to the complaint filed with your office by the customer, **** ***. Thank you for providing a copy of the customers submission.                
  
  Dells representative, Arun had been assigned to this case regarding the customers inquiries and concerns about their Dell Alienware m15 R7 Notebook computer received at Dells Repair Facility (Depot) damaged, while the box the equipment had been received in had no damage. After **** investigated the matter with the Depot and with Logistics, **** explained to the customer the system had been received damage and yet the box had no damage to it; therefore,if the customer wishes a repair of the equipment they must pay as the system is outside of warranty since 06/22/2024. **** has not heard back from the customer on whether they want to pay for the repair or not. If the customer decides they want to move forward with paying Dell for the needed repairs, they may called Dell Support at ************** and ask to be transferred to our Out-of-******************** any of our representatives will be happy to assist the customer. We thank the ********************** for bringing this matter to our attention.    
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# *********       
  Dell Technologies  

  Customer Answer

  Date: 06/17/2025

  Complaint: 23363426
  
  I am rejecting this response because: They would not review surveillance video of the computer being unpackaged to verify that the computer was damaged upon opening the ***** package or to verify that the package was not damaged on arrival. The only evidence that the computer arrived in damaged condition is the report from the technician who would clearly have a conflict of interest in reporting any damage that he/she had inadvertently done to my computer. I am absolutely certain that my computer was sent in flawless physical condition and am baffled at how it was so badly damaged. They refuse to work further with me to investigate the possibility that the computer was damaged during shipping, despite the box reportedly being undamaged. They are leaving me to personally contact ***** to further investigate if the damage may have occurred en route.
  
  Regards,
  
  **** ***

  

  Business Response

  Date: 06/25/2025

  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 **** ******* Stanislaus contacted the customer and explained that the system will be shipped back to the customer unrepaired as the customer did not want to pay to repair the damages. After speaking with the customer on 6/13, **** has attempted to contact the customer by telephone and e-mail to discuss their concerns however, to date; there has been no response to the representatives contact attempts. 
  
  Sincerely, 
  Advanced Resolution Group
  Incident ID: # ********
  Dell.

  Customer Answer

  Date: 06/26/2025

  Complaint: 23363426
  
  I am rejecting this response because:

  I did speak with **** when he called. There were no attempts to address my ongoing concerns, he simply told me that my computer would be shipped back to me in damaged condition if I did not wish to pay for the repairs. I refuse to give Dell more money for damage that they did to my computer out of principle. I would rather buy a new computer from a more reputable brand than to further support Dell. I asked for a refund for the shipping cost that I had paid their service center to "diagnose" (or rather destroy) my computer, and this was refused.

  I sincerely hope that Dell will do better for other customers in the future as my experience with their product quality and customer service has been absolutely abysmal. I am concerned that there is a cultural disparity in customer service expectations, as the numerous service representatives I spoke with all had foreign accents and seemed to have zero empathy for my situation and zero motivation to do anything other than rebuff my requests for any further action on their part. They responded with canned statements could have been read to me by a robot, in fact I feel an ********** representative would have had more empathy. 

  
  Regards,
  
  **** ***

  

  Business Response

  Date: 07/01/2025

  BBB Complaint ID:  ********
  
  Dear Better Business Bureau,  
  
  I am writing on behalf of Dell in response to the rebuttal complaint filed with your office by the customer, **** ***.
  
  This matter was previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolution.  
  
  Nonetheless, Dells representative, Arun, was reassigned to this case regarding the customers inquiries and concerns about their Dell Alienware m15 R7 Notebook computer received at Dells Repair Facility (Depot) damaged, while the box the equipment was received in had no damage. As previously stated, **** went to great lengths to investigate this matter with the ***** and with Logistics.  **** has explained again to the customer that the system had been received damage and yet the box had no damage to it;therefore, if the customer wants to repair the equipment they must pay as the system is well outside of warranty since 06/22/2024. Should the customer decide they want to move forward with paying Dell for the repairs needed, they may call Dell Support at ************** and ask to be transferred to our Out-of-******************** any of our representatives will be happy to assist the customer. ********************** considers the matter addressed and has closed our case.
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# *********          
  Dell Technologies  

  Customer Answer

  Date: 07/07/2025

  Complaint: 23363426
  
  I am rejecting this response because: they have provided no proof of any "extensive investigation" performed despite my multiple requests for them to do so. Their response team seems to be adept at presenting the appearance of responsibility without actually doing anything. All I know is I sent my computer in for a simple repair and they have returned it to me in a more damaged condition. They are also reporting that the box arrived in undamaged condition at their facility which complicates my ability to dispute this the the shipping company. I was told that all work areas are under cctv monitoring but they have refused to review ir share those videos to verify that my computer arrived at their facility in damaged condition. The only conclusion I can make is that they are trying to cover up their mishandling of my computer.
  
  Regards,
  
  **** ***

  

  Business Response

  Date: 07/10/2025

  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 **** ******* Stanislaus is attempting to reach the customer by phone and email; however, we have not yet been able to discuss the contents of the submission. The customers system was shipped back and delivered but we are unable to contact the customer to confirm.
  
  
  Sincerely, 
  Advanced Resolution Group
  Incident ID: # ********
  Dell.

  Customer Answer

  Date: 07/13/2025

  Complaint: 23363426
  
  I am rejecting this response because: my complaint was not resolved and I was sent back a computer that was more broken than I sent it in, and I had to pay for this "service" in addition to having to pay almost $2000 for a defective "top of the line" product that did not even last 2 years.
  
  Regards,
  
  **** ***

  

  Business Response

  Date: 07/15/2025

  BBB Complaint ID: ********
  
  Dear Better Business Bureau,
  
  I am writing on behalf of Dell in response to the rebuttal complaint filed with your office by the customer, **** ***.
  
  This matter was previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolution.
  
  Nonetheless, Dells representative, ****, was reassigned to this case regarding the customers inquiries and concerns about their Dell Alienware m15 R7 Notebook computer received at Dells Repair Facility (Depot)damaged, while the box the equipment was received in had no damage. As previously stated, **** went to great lengths to investigate this matter with the ***** and with Logistics. **** has explained again to the customer that the system had been damaged and yet the box had no damage to it; therefore, if the customer wants to repair the equipment they must pay as the system is well outside of warranty since 06/22/2024. No more contacts will be made to customer as *********************** stance remains. Should the customer decide they want to move forward with paying Dell for the repairs needed, they may call Dell Support at ************** and ask to be transferred to our Out-of-******************** any of our representatives will be happy to assist the customer. ********************** considers the matter addressed and has closed our case.
  
  Sincerely,
  
  Advanced Resolution Services
  Incident ID# *********
  ********************** Technologies

• Initial Complaint

  Date:05/22/2025

  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 have three issues for the past two months with a laptop that is less than a year old and hardley used.1. I have a random/intermotantly dark band that apears on the screen. Picture is attached 2. Wifi drops intermintantly, I have 5 computers in the house, this is the only one that drops. I have update the drivers, reset several times, no help.3. The case is warped, feels like it is seperated and has to be pushed back together. I can hear it snap back into place. You can see the keyboard flexing when I type.-Two months ago I chatted with Dell online supprt, the result was to take it to a service ceneter after an hour.-It was at the service center for a month. They did nothing to resolve the problem. They didn't try too hard eaither. They told me to send it to Dell. Since the screen is an intermitant issue, they didnt want to take the time to resolve.-Today I spent two hours on the chat/phone with support. Same, had me perform test. Tech got disconnected, left me a message to try more test. Yes, two hours waisted, this unit has hardware issues or is just a poorly made laptop or both. This is the worst laptop I have ever owned. The quailty is awful.

  

  Business Response

  Date: 05/23/2025

  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: 05/28/2025

  
  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: 06/12/2025

  BBB Complaint ID:      23362183                                                   
  
  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.  ******* is currently working with customer and our depot department about the damages that occurred during shipping customers system back to them unrepaired.  The case is still ongoing and ******* is still working with the customer.  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: 06/12/2025

  Complaint: 23362183
  
  I am rejecting this response because:

  Dell damaged my laptop and will not accept repsonsibity. Stay away from Dell. Their product is junk and their support is awaful.The original three warranty issues were never adressed, only the additonal damage caused by Dell.

  I have read plenty of reviews with similar situations and results. Dell makes excues to charge  fees and blame the customer. Their suppport system is setup to get out of any warranty repairs.

  Buy another brand! I purchased a *******

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

  

  Business Response

  Date: 06/25/2025

  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.
  
  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. The customer reached out wanting compensation for damages occurred during shipping.  The customer was advised that was not an option and to date; there has been no response to the representatives contact attempts. 
  
  Sincerely, 
  Advanced Resolution Group
  Incident ID: # ********
  Dell.

  Customer Answer

  Date: 06/25/2025

  Complaint: 23362183
  
  I am rejecting this response because:

  The three orginal issues were never adressed with warranty repair for my laptop. The only thing Dell wanted was reimbursment for damage done by their thrid party repair facility. This damage did not exist when I sent the unit for repair. This is a redirect to evade warranty repair. I find it offensive that the support repsonses are from ***** and the repair facilty in a third party in the **. Hence, the third party is reimbursed by Dell for repairs. So if the third party damages the unit, They can get ***** money from Dell. Extemely dionhonest system that Dell puts their customers through.

  I also find it offensive that the repsonses to the BBB are redirects to avoid adressing the issues that the three original warranty repairs were never addressed.

  Please publish this repsonse so others can be warned about Dell's dishonest busines practices.

  Oh, one final note, the ********* I posted in the complaint show the top edge of the sceen when I first reported the warrnty issues. When I receved the unit back iwth the damage, you can see the top edge isn't straighy any more. Yes, you have to look closely and zoom in on the photo, no attempt was made on Dell's part to do the comparison. Again, the game plan is to avoid any warranty support,

   

  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.
  As Dells stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matter. Our representative remains available to discuss this matter, however there will be no change in the resolution offered.
  Sincerely,
  Advanced Resolution Group
  Incident ID: # ********
  Dell.

  Customer Answer

  Date: 07/09/2025

  Complaint: 23362183
  
  I am rejecting this response because: Dell warranty is a scam. Worst company I have ever dealt with. Please publish my repsone so others do not make the same mistake in waisiting money on a Dell product. Dishonest people!
  
  Regards,
  
  ********* *****

• Initial Complaint

  Date:05/22/2025

  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 AW3225QF monitor on 12/2/2024 which arrived on 12/13/2024. After a couple months it began to have a flickering issue, which according to a quick ****** search is a common issue. I updated firmware but still had the problem. The flickering frequency increased until it was barely usable. I then opened a ticket (*********) with Dell support and after hours of emails and calls showing the issue, they agreed to send a replacement. The replacement arrived and after hooking it up, died after about 1 day of use. Completely dead, no power, no LED nothing. They had me return that one and keep the original since it worked partially still. Today I got my 2nd replacement, which again was a refurbished one. After carefully unpacking and hooking it up, it had a damaged screen. I called customer support immediately and spent another hour+ on the phone trying to get a NEW replacement. I am now being given the run around claiming they cannot send new units. They claim to be opening a case with their logistics team as the video I sent shows the delivery company dropping it on my porch. I asked for this to be escalated numerous times but have not gotten them to comply.

  

  Business Response

  Date: 05/23/2025

  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: 06/04/2025

  BBB Complaint ID:      23361652                                                   
  
  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, 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 Bureau’s feedback.  Rajesh
  advised customer Dell has approved a onetime exception for a refund, but
  customer states the does not have a box or packaging.  Rajesh has informed customer repeatedly that
  Dell does not have packaging and boxes to provide to customer. Customer has
  asked us to close the case as they will escalate further.  We have noted customer wants Dell to ship him
  box and packaging to return the monitor for refund, which Dell does not have
  that option. 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# 210364466
  Dell Technologies

  Customer Answer

  Date: 06/04/2025

  Complaint: 23361652
  
  
  
  I am rejecting this response because:

  I have repeatedly asked for a new monitor to be shipped. I purchased this new in December and it began having issues within the first 3 months. I did not open the ticket until it became much worse. The first 2 replacements they sent were bad, so I do not trust their refurbishing process. They could certainly pull a new monitor from their warehouse and I could ship the defective back in that to ensure it arrives safely. This would be my top solution.

  I was also agreeable to the solution of a full refund. The problem is that I would be responsible for packaging and shipping a 32" curved monitor and bulky stand sufficiently to prevent damage not to mention also out of my own pocket. Also, if it did arrive damaged and they deemed I did not adequately package it, I would not get refunded. This is not good customer service and if Dell can ship me 2 refurbished models with their specialized packing materials, then they can certainly ship an empty box with that packaging and a label. To claim that it is "not possible" is absurd. 

  So, I have provided 2 agreeable solutions, both of which they claim they cannot (will not) do. I have wasted enough of my personal time on this and that is why I said I would seek other means of exposing this poor customer service. This is why I made sure to record the phone calls so they cannot dispute it when it comes out.

  
  Regards,
  
  Jeff Menzel

  

  Business Response

  Date: 06/09/2025

  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 Rajesh Mani contacted the
  customer and explained the return has been approved. Dell does not have the ability
  to send empty boxes for the customer to ship the monitor back.  Once the customer can package the monitor up a
  return paid shipping label has been provided. The customer has asked that we
  close the case so no further action will be taken.
  
   Sincerely, 
  Advanced Resolution Group
  Incident ID: # 23361652
  Dell.

  Customer Answer

  Date: 06/09/2025

  Complaint: 23361652
  
  
  I am rejecting this response because:
  

  This is the exact same response from the last one. I have asked for a NEW monitor to be sent, at which point I will send the defective model back in that box. I am not sure what is so difficult about pulling a new model from a warehouse and shipping it. You had no problem shipping me 2 bad refurbs.

  
  Regards,
  
  
  
  Jeff Menzel

  

  Business Response

  Date: 06/20/2025

  BBB Complaint ID:  23361652
  
  
  Dear Better
  Business Bureau,  
  
  I am writing on
  behalf of Dell in response to the rebuttal complaint filed with your office by
  the customer, Jeff Menzel. Thank you for providing a copy of the customer’s
  submission.                
  
  Dell’s
  representative, Rajesh and the customer have come to an agreement. The offer to
  return the monitor for a refund has been agreed upon by both parties. We
  appreciate the customer allowing Dell to address this matter for them and we
  ask that they remain in contact with Rajesh until the refund has processed.
  Additionally, we thank the Better Business Bureau for bringing this matter to
  our attention.    
  
  Sincerely, 
  
  Advanced
  Resolution Services 
  Incident ID# 211291461        
  Dell
  Technologies 
  

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23361652, and find that this resolution is satisfactory to me provided there are no issues with the refund. 
  
  
  
  Regards,
  
  
  
  Jeff Menzel

• Initial Complaint

  Date:05/21/2025

  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.

  Date of Transaction: March 18, 2025 Amount Paid: $3,356.72 Business Commitment: Dell committed to providing a "Like New (Refurbished)" Alienware m18 R2 laptop with the listed specifications (32GB RAM, 1TB SSD, standard keyboard).Nature of the Dispute:Two months after my purchase, Dell Outlet listed the exact same laptop model (Alienware m18 R2), in the same "Like New (Refurbished)" condition, but with significantly better specifications (64GB RAM, 2TB SSD, per-key RGB keyboard) for $3,145.00 over $200 less than what I paid for a lower-spec model.This price disparity is not the result of normal depreciation but rather a drastic and unfair change in pricing for superior configurations in the same refurbishment category. I contacted Dell to request a credit or adjustment, explaining the unfairness of the situation from a consumer ******************* Response:Dell refused to take any action, stating that their policy only allows returns or adjustments within 30 days, regardless of the context. Their response (attached) shows they acknowledge the situation but refuse to consider a resolution because of a rigid policy limitation.Resolution Sought:I am seeking a partial refund or store credit to account for the significant price discrepancy, as I paid more for an inferior product under the same refurbishment conditions, or a free upgrade for both RAM and SSD, or an exchange of product with the one currently available online; whichever applies best.

  

  Business Response

  Date: 05/22/2025

  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# 210321910
  Dell Technologies

  

  Business Response

  Date: 05/28/2025

  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 that we are unable to offer a ***************************** credit, upgrade, or exchange for the order. As outlined in our terms,any price adjustment requests must be made within 30 days of the original purchase date. Unfortunately, your inquiry falls outside of this 30-day window.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# 210321910
  Dell Technologies