Complaints

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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:05/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number-********** Service Tag-3TNR2K3 Service Request number-********* Purchased a monitor in october 2024 for $855.00 that is suppose to come with advanced replacement that ships next business day but im told parts were delayed..Why? After some research Dell decided to discontinue the monitor that i purchased (AW3423DW) for almost $1000 and replaced with a updated panel (AW3425DW) to solve the issues im having less that 6 months into a 3 year warranty... i told dell do not ship me the same model and instead do the right thing and send me the updated panel that fixes the issue considering this monitor is brand new and im already having to wait weeks for parts because its been discontinued less that 6 months after i was sold the monitor... They tell me nothing, ship me a replacement anyways, then told me no, only like for like replacement...if thats the case then i shouldnt have been sold a monitor that would be discontinued only a few months into my warranty.

  

  Business Response

  Date: 05/22/2025

  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

  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 informed the customer that ********************** changes their models to stay up to date with the technology, therefore Dell will only replace like for like and ****** has reset the customers expectations. Customer understood per their conversation; customer stated no other issues. The case has now been 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 **************************************************************************** ******************* Case ID# ******************************** Technologies

  Customer Answer

  Date: 06/01/2025

  Complaint: 23361198
  
  I am rejecting this response because:
  My expectations werent reset. Dell has a advanced panel replacement that states if a replacement becomes necessary it will be shipped next business dayThat wasnt what happened.. I had to wait as parts were delayed 6 months into a 3 year warranty. What happened in 6 months when it happens again? I asked Dell to show me where dells policy states that a replacement had to be a like for like modelThey couldnt provide it because it doesnt exist They sold me a monitor that cost me $855.00 that would be discontinued less than 6 months after I purchased it, parts are already being delayed, advanced replacement promise isnt being honored, and they cant provide policy stating like for like only. No, my expectations werent reset at all
  Regards,
  
  ********* ********

  

  Business Response

  Date: 06/10/2025

  BBB Complaint ID:      23361198                                                      
  
  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.  ****** worked with customer on 5/10/2025 customer reported no video. The monitor was replaced on work order #********* delivered 5/16/2025. However, customer not happy with the monitor and wanted an upgraded monitor (AW3425DW). His request was declined again. ****** called customer and left a voicemail reiterating the stance. Case is now 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

  Customer Answer

  Date: 06/11/2025

  Complaint: 23361198
  
  I am rejecting this response because:

  
  I never asked for an upgraded monitor. Thats a lie I stated that I wanted the updated model that is a direct replacement of the discontinued panel I was sold thats sells for the exact same price Im not a ***, I paid $855.00 of my money for the something to be discontinued weeks laterit if I wanted an upgraded panel then I would purchase it as I should Theres a big difference between Upgraded and Updated and I dont appreciate being told Im wanted an upgraded anything when Ive corrected Dell numerous times.. Maybe learn proper grammar to better help you understand the difference between the two wordsThats the last Im speaking on the matter. I know what was done and Dell knows what was done.. I wash my hands of it and thats the last Dell I purchase 
  Regards,
  
  ********* ********

  

  Business Response

  Date: 06/17/2025

  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.

• Initial Complaint

  Date:05/21/2025

  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.

  Case number **********. They are denying my product for warranty for undescript reasons. Furthermore, there should be no reason to deny it, it's still in warranty and the issue is not physical damage. They are scamming my warranty.

  

  Business Response

  Date: 05/22/2025

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

  

  Business Response

  Date: 06/04/2025

  BBB Complaint ID:     23359786                                          
  
  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 informed the customer that he needs to contact the place he purchased his product for any support.  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: 06/04/2025

  Complaint: 23359786
  
  I am rejecting this response because:
  The monitor is a year old. The notion of having to contact the merchant is idiotic and dell is defrauding me of my warranty. There is no ability to return this to the merchant as it is a year old. The monitor is under warranty. Dell will be facing a lawsuit if this isn't resolved and my warranty isn't honored as it should be.
  Regards,
  
  ***** May

  

  Business Response

  Date: 06/10/2025

  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 ******* ***** responded to the customer and asked the customer to contact the place of purchase. Kaushik informed that as a consumer he has the right to escalate, and we would respond to the complaint once received from the relevant authority as mentioned in his email.
  
  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 ***********

  Customer Answer

  Date: 06/11/2025

  Complaint: 23359786
  
  I am rejecting this response because:
  There was no answer as to why they are defrauding me out of my warranty. Simply I am given copy and pasted responses
  Regards,
  
  ***** May

  

  Business Response

  Date: 06/13/2025

  BBB Complaint ID:  ********
  
  Dear Better Business Bureau,  
  
  I am writing on behalf of Dell in response to the recent rebuttal complaint filed with your office by the customer, ***** May. Thank you for allowing Dell to restate our position in this matter.              
  
  Dells representative, Kaushik had been assigned to this case regarding the customers inquiries and concerns about their Dell Alienware 32 4K QD OLED Gaming Monitor AW3225QF purchased from a third party. After Dell thoroughly investigated the matter, it has been determined Dell is unable to offer any assistance, other than to refer the customer to their Seller for assistance.
  
  Since this matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to this final resolution.  Kaushik has closed his case.   
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# *********        
  Dell Technologies  

  Customer Answer

  Date: 06/16/2025

  Complaint: 23359786
  
  I am rejecting this response because:
  There has been no "review of the matter" the agent initially told me to send the image of my monitor and write the case. I did so and am now told by the team they will not be honoring the warranty. This is illegal and legal action will be taken against dell if they refuse to honor this warranty for my monitor.
  Regards,
  
  ***** May

• Initial Complaint

  Date:05/21/2025

  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 3/12/25, I opened Service Request ********* to report intermittent audio cutouts from my laptops speakers, often after sleep mode, reported before my warranty expired on 3/17/25. I updated the audio driver as instructed and requested the ticket stay open due to the issues intermittent nature, stating, If this happens again, I do not want to be told I have no support. On 3/18/25, ****** K assured, Even after a month, if you contact us, we shall proceed from where we left off. On 3/19/25, ******* S said, If you encounter further problems, reply to this email, and we will assist.On 5/11/25, the issue recurred. Unable to reply to ********* due to a 10-day limit, I opened Service Request *********. Responses from ****** *** ***** were unhelpful, citing wrong department, requesting my location, and demanding $99 for support. On 5/20/25, Dells Advanced Resolution Support team (possibly Arum) denied continued support under warranty for the original claim, insisting I pay, despite prior assurances.Dells refusal to honor their commitments is unacceptable. The issue was reported under warranty, with assurances of continued support. I request Dell provide free support or repair for the audio issue and improve their customer service. I can provide emails from 3/1219/25 and recent correspondence if needed.Sincerely,**** *********** Service Requests: *********, *********

  

  Business Response

  Date: 05/22/2025

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

  

  Business Response

  Date: 06/04/2025

  BBB Complaint ID:     23359169                                          
  
  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 informed the customer that his systems warranty has expired and any service options would be fee based.  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: 06/04/2025

  Complaint: 23359169
  
  I am rejecting this response because the original issue was submitted while under warranty and two separate Dell support representatives made it clear to me that I would continue to be supported if the issue resurfaced even after the expiration of the warranty. The issue did resurface but after an arbitrary and not-previously mentioned 10 day period, so Dell no longer is standing by their original claims and they expect me to pay. I refuse to pay considering the insidious and infrequent nature of the issue given that previous attempts to provide support did not present adequate troubleshooting or proper data gathering strategies for an issue they failed to fully solve - while under warranty and subsequently by extension of the same issue.
  
  Regards,
  
  **** ***********

  

  Business Response

  Date: 06/09/2025

  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 allowing Dell the opportunity to restate our stance in this matter.                  
  
  Dells representative, ******* had been assigned to this case regarding the customers inquiries and concerns about their Dell Alienware m16 R2 Notebook computer with intermittent audio issues. The Limited Hardware Warranty on this system expired on March 21, 2025. 
  
  ******* has explained to the customer, since the system is outside of warranty, Dell is willing to assist the customer, however there will be a fee. The customer has expressed they do not want to pay for the assistance, citing other agents at Dell has told them Dell will assist even after thirty (30) days, and while this is true,again since the system is outside the warranty period, there is a fee.  
  
  This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolution. Please understand this is a situation that necessitates adherence to Dells longstanding policies regarding out of warranty issues. It simply is not fair to our customers who pay for support.   
  
  If the customer changes their mind and are willing to pay for the service and support, they may call our technical support department at ************** and ask to be transferred to our Out-of-Warranty Department. 
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# *********         
  Dell Technologies  

  Customer Answer

  Date: 06/12/2025

  Complaint: 23359169
  
  I am rejecting Dells response because it continues to repeat the same misrepresentations.
  
  In their latest reply, Dell stated:
  
  "...citing other agents at Dell has told them Dell will assist even after thirty (30) days, and while this is true, again since the system is outside the warranty period, there is a fee."
  
  For the first time in this BBB case, Dell is now acknowledging that I was told I would receive assistance after 30 days. I'll accept that as progress. However, they are now mischaracterizing those assurances, suggesting that it was always understood this would be on a fee-for-service basis. That is simply not true.
  
  As clearly shown in the attachmentsespecially the second onethe even after a month assurance was given specifically in response to my repeated concerns about the infrequent and difficult-to-replicate nature of the issue, and my request for continued support for the same issue originally reported under warranty. For example:
  
  So far, so good. Please keep this open for a while longer. If it returns even after my warranty expires, I expect to still receive support since I submitted the original issue while under warranty and it's a very intermittent issue that is hard to replicate.
  
  That exchange is included in the attachment labeled (-2).
  
  At no point did any Dell representative communicate a time limit or condition that future support for this same issue would require payment. My concern about recurrence was raised before the warranty expired, and support was assured.
  
  Dells current response also includes this statement:
  
  It simply is not fair to our customers who pay for support.
  
  This remark is revealing. It suggests Dell prioritizes charging for continued assistanceeven when an issue was documented under warranty and assurances were given. That might be understandable if this were a new, unrelated claim submitted after warranty expiration. But that is not the case. This is a continuation of a known issue for which I sought and received support commitments while my warranty was still active.
  
  Sincerely,
  **** ***********

  

  Business Response

  Date: 06/13/2025

  I am writing on behalf of Dell in response to the rebuttal complaint filed with your office by **** ***********. Thank you for allowing Dell another opportunity to clarify our stance on this matter.  Due to the system being out of warranty any assistance and repairs would incur fees. Customer has been advised to reach out the out of warranty team for fee-based support. ******* has closed the support case. 

  Customer Answer

  Date: 06/17/2025

  Complaint: 23359169
  
  I am rejecting this response because its more of the same from Dell.

  BBB, Both parties have made their perspectives and positions clear. In my case, I have provided proof that Dell represented assurances of continued support under warranty as needed past the expiration of my warranty. Can we please move on to the next step in this complaint?

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

  

  Business Response

  Date: 06/19/2025

  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.
  Should the customer reconsider, 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 **************************************************************************** for online assistance at ********************************************************************.
  
  Sincerely, 
  Advanced Resolution Group
  Incident ID: # ********
  Dell.

• Initial Complaint

  Date:05/21/2025

  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 shipped my laptop back to me after I had sent it in to be repaired. I have made 5 attempts to get the issue resolved in the last week since it occurred and no one from Dell has followed up with me. As the shipper, Dell is responsible and thus should either locate and deliver the computer or send a replacement.

  

  Business Response

  Date: 05/22/2025

  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: 06/02/2025

  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.
  
  ********************** representative ***** ********* contacted the customer, and the system has been repaired and returned to the customer. This was delivered on 5/15/2025. Since the date of the delivery, ***** 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: ********
  ********************** 

• 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.

  I received my Dell Inspiron laptop on 04/10/25. I had issues with the Wi-Fi from the beginning, but could always get online. On 5/17/25, I shut down my laptop like normal, and when I turned it back on 2 hours later, there was no WiFi. Let me clarify... The laptop does not know what Wi-Fi is. Trouble shooting is not possible as Wi-Fi no longer exists. Since it's past the 30 day return policy, I cannot exchange it. I still have a warranty though. When I contacted Dell support, I was told to contact technical support, but the website only gave me the runaround when I tried that. I emailed 2 different email addresses, trying to get help. Dell refuses to exchange, allow me to return, or help me in any way. They are simply ignoring me. I feel as though I have been scammed.

  

  Business Response

  Date: 05/22/2025

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

  

  Business Response

  Date: 05/29/2025

  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.
  
  ********************** representative ******* *** contacted the customer, and an onsite engineer was set up to address the issue.  After repair, no Wi-Fi was visible. Installed driver, this solved issue. Customer was unable to connect to Wi-Fi, performed various troubleshooting and was able to resolve issue. The computer connected to Wi-Fi, stayed connected after reboot. Customer expressed satisfaction as the issue has been resolved.
  Sincerely,
  
  Advanced Resolution Group
  Incident ID: ********
  ********************** 

• Initial Complaint

  Date:05/21/2025

  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 an Aurora R15 which started crashing soon after purchase. Every time Dell sent a forced Bios update, my computer would crash. It affected as little as re-installing Dell software to complete failure requiring total re-install of everything, and loss of data. The Alien command center stopped working after the first major crash around 06/23. I have been requesting fixes and repairs since after each bios update with no successful repair. Last full system crash was 01/25, and last partial crash was 05/12/25. This time I was told that Dell was aware of a bad batch of ***** ***'s, that included my system. I was told they knew about this over a year ago, yet Dell hid this from customers. There was no recall or notices sent to get the bad parts replaced! Then Dell set up a home service to replace it on 05/15/25. I took off and stayed home and NO ONE came! I called and was told two different stories. 1) They couldn't get ahold of the tech, 2) it was never scheduled by "accident". I told Dell I would let them know my next available day. Next day 05/16/25, I get a call saying the tech is on the way and I need to leave to go home, or I will miss the appt and it will be "my fault"! So, I had to leave and rush home for the repair thus losing time and money because Dell screwed up. The *** was replaced, so far, the ************** is stable, but I have no way of knowing if the system is repaired until it goes through a few more updates. I requested a resolution manager and was contacted by ********* *****. This guy is a corporate bully! He has refused reasonable compensation, and demanded I state my system is repaired, when I cannot know that. He offered $50 gift card, I refused, then $100 but was withholding it as ****** until I put in writing my system was fixed! Updates happen once or twice a year, so I cannot know until a few updates pass to test it. I have asked him to escalate this, and he refuses to do so, and refuses all compensation but admits to their errors.

  

  Business Response

  Date: 05/22/2025

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

  

  Business Response

  Date: 05/23/2025

  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.
  
  ********************** representative ******* ****** contacted and explained Informed customer there are certain functionality related components which to get the optimum performance are designed for Dells requirement for example using the *** configurations its recommended to use components designed to meet the requirement. However, if he can find third party comparable upgrades, he can certainly opt for it at his discretion and any damage caused to the system by third party components may void warranty.
  Customer informed him he is still looking for compensation for all the experience and expects $500 or more, if not he will proceed with the legal assistance he has been offered. We politely declined a request for compensation. Set expectations we will continue to assist with the product as per the warranty terms and conditions and apologize for any inconvenience.
  Sincerely,
  
  Advanced Resolution Group
  Incident ID:  ********
  Dell 

  Customer Answer

  Date: 05/23/2025

  Complaint: 23357852
  
  I am rejecting this response because:
  This response from Dell has absolutely nothing to do in connection to my complaint or request of repair from Dell through the assistance of the BBB. Mr. ****** is ignoring  the real issues and adding unrelated upgrade and pricing  question's which are 100% unrelated to this complaint issue and he knows that. He is using a separate issue as a means of corporate bullying to circumvent the real issues here. My concerns with Dell through the BBB was solely about warranty repair issues and failed home service issues, and repeated misrepresentations by Dell. My computer was identified as having some kind of CPU issue which was withheld from me for a year while my system kept crashing repeatedly with new bios updates that are forced on consumers without any chance to look over. Mr. ****** mocked my understanding of the issue, he called already having made up his mind to refuse any help or even let me speak. Mr. ****** refused to let me speak, bullied me, and got testy each time I tried to explain my issues. Me rudely mocked my understanding of computers, and even said it was my fault that Dell failed to show up for repairs, and it was my fault that I missed time and money for choosing to return home after a Dell technician called saying he was on his way. This on a day I told Dell I was unavailable. Had I refused to go home, as Mr. ****** wanted, I would have further delayed repairs as I was told by Dell repeatedly. Dell and Mr. ****** use their large corporate power to bully and intimidate customers. I did not ask for more money as Mr. ****** applies (500 or more) in his response, that was a starting point and was never brought up in the phone call as I was never allowed to speak! He refused to apologize for the home repair not showing, he refused to acknowledge or apologize for my computer crashes, he again blamed and mocked me, then went into techno babble about voltage settings and other things to further bully in attempt to make me feel uneducated and small. He refused to let me speak, and when I did talk over him in anger he would accuse me of being rude and speaking over him, I felt like I didn't even exist, or wasnt worth his time. I was made to feel like i was a waste of his time to be bothered with, some lowly customer with a ********************** problem was not his concern!  

  Yes, I brought up the separate price fixing issue in anger after being rudely lectured to for 10 minutes without a chance to speak, unfortunately it gave him reason to abruptly end the call, which was his goal from the start, and then he used it to put false information on this complaint to the Better Business Bureau. I asked for a written apology and was refused it, I asked for some compensation for my missed time due to Dells mistakes, not mine. I wanted to ask about Mr. ****** refusal to help, and the fact he promised to send a $100 gift card then after stating he would send one, he instead then refused to unless I said my ticket was closed, it is not closed. Mr. ****** was unprofessional, uncaring, he was rude and a bully who had zero interest in my issues! He was noticeably bothered by the fact he had to call, had no interest in finding any resolution. His goal was to shut me up, bully, and refuse everything. Now he has wrongly made it seem like it was a some different legal issue unrelated to this compliant based off a question about prices, I have NO legal representation or litigation against Dell. I absolutely reject Mr. ****** response as it is completely unrelated to this complaint, and offered no resolution to the actual complaint filed to the BBB. I requested escalation of this to his manager and to this time Ive been refused that.

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

  

  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 for his experience. 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

  Complaint: 23357852
  
  I am rejecting this response because:

  Dell representatives lied in response to my complaint. They insinuated I was at fault, that I used third party parts, over clocked my system, and then libeled me by stating I threatened legal action on this issue, which is all lies,  I never did any of that! I still have unresolved problems with the Alienware command center malfunctioning. They did send a hundred dollar gift card that had to be spent at Dell, but Dell has refused to apologize in writing for the lies, their failures to repair, and their libelist statements posted on the BBB in response to my original complaint. I will not be bullied, or bought off by Dell. I demand an apology from Dell,  one that doesnt include blaming the customer. One that admits to their mistakes, lies, and failure to be able to fully repair my computer. Once that is posted I will accept that apology and move on. But, they have refused to even acknowledge any responsibility for any of this, to discipline those involved, or apologize to me. Until they do it will go unresolved. 
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 06/09/2025

  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 allowing Dell another opportunity to address this matter for the customer.              
  
  Dells representative, ******* had been assigned to this case regarding the customers inquiries and concerns about their Dell Alienware Aurora R15 Desktop computer which experienced a crash, each time there was a BIOS update.
  
  This resulted from an Industry-wide Issue with the ***** Core 13th and 14th Generation i5,i7, and i9 Processors. As announced by *****; the elevated operating voltage stemming from a microcode algorithm results in incorrect voltage requests to the processor which causes the issue. For *****s statement, see:
  
  *******************************************************************************************************************************;
  
  Dell posted this information to our website for our customers as soon as the updates were made available. We also listed the affected Dell computer models.    
  
  Industry-wide Issue with ***** Core 13th and 14th Generation i5, i7, and i9 Processors | Dell US
  
  After the service call was completed, our technician asked the customer if the system was now working properly for them and the customer expressed the system appeared to be working fine at this time, however they wanted the case to remain open until the next BIOS update, but our system is not setup this way. Our technicians can soft archive cases for up to a maximum of thirty (30) days and then the system closes the case automatically. Our technician had asked the customer to confirm the system is working fine at present, which only then are they permitted to request the $100 Dell Coupon, goodwill gesture which they had promised the customer.
  
  The customer has confirmed to ********************** and in their rebuttal to the BBB, the system is currently working well, and they have received the Dell Coupon as promised them. We appreciate the customer allowing ********************** to address this matter for them.Additionally, we thank the Better Business Bureau for bringing this matter to our attention.    
  
  Sincerely,   
  
  Advanced Resolution Services 
  Incident ID# *********         
  Dell Technologies  

  Customer Answer

  Date: 06/11/2025

  Complaint: 23357852
  
  I am rejecting this response because: while this finally addresses the original issue at hand, it is in no way an apology for Dells original response which wrongly accused me of causing the issue by, using third party components, overlocking my system, and then Dell went on to libel me by stating I was seeking legal actions on this issue, all three areas of their original response where lies, and I demand an apology from Dell for these blatant lies. As well, I never stated my system was working, another lie. I have repeatedly reported that the Alienware ************** software that controls a lot of the Alien computers functions has not worked correctly from the first crash during a bios update a few years ago, and all attempts to fix it have NOT WORKED! I told Dell I was sick and tired of spending hours watching them repeat the same failed fixes over and over again. They kept deleting and reinstalling AWCC so many times I cant count them anymore. I told them I would never purchase a computer from them ever again and to cease sending me sales and advertisements, which they have also failed to comply with. All I want now is for Dell to publicly admit on here that they were wrong in their original response, and to apologize for it! Then I will accept this BBB complaint as resolved. 

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

  

  Business Response

  Date: 06/16/2025

  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 allowing Dell another opportunity to address this matter for the customer.
  As *********************** stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matter. The customer has requested that we not contact them again.
  After the service call was completed, our technician asked the customer if the system was now working properly for them and the customer expressed the system appeared to be working fine at this time, however they wanted the case to remain open until the next BIOS update, but our system is not setup this way. Our technicians can soft archive cases for up to a maximum of thirty (30) days and then the system closes the case automatically.Our technician had asked the customer to confirm the system is working fine at present, which only then are they permitted to request the $100 Dell Coupon,goodwill gesture which they had promised the customer.
  The customer has confirmed to ********************** and in their rebuttal to the BBB, the system is currently working well, and they have received the Dell Coupon as promised them. We appreciate the customer allowing ********************** to address this matter for them. Additionally, we thank the Better Business Bureau for bringing this matter to our attention.
  
  Sincerely,
  
  Advanced Resolution Services
  Incident ID# ********
  ********************** Technologies

• Initial Complaint

  Date:05/21/2025

  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.

  Purchased a laptop 3 months ago. The charging adapter cable wansn't crimped to the brick. It is a major fire hazzard, and the defect was NOT due to misuse or normal wear-and-tear. I called the warranty department and I was told by the associate and manager at the call center that I had to spend $150 for a replacement. I explained the situation above, and was told ther eis nothing they could do. They summarily told it was it could not be a manufactuer error becasue "No one has ever complained about an issue like this".Whereas, I have been told by two engineers that is definatly a design and/or manufaturing flaw. Whereas, My Dell Premium Service, which was a selling point, specifically stated such a defect is covered by the warranty.Becasue of the the defect, fire hazzard, how new the laptop is and my Dell premium service contract speciffically states it is covered. I believe Dell is both in default of thier premium service agreement contract and liable to replace the power adapter.

  

  Business Response

  Date: 05/22/2025

  Thank you for providing a copy of the customers submission.  *********************** representative, ******, has been assigned to this case and he has been in contact with the customer in his attempt to address and bring this matter to a reasonable resolution.  ****** asked the customer to transfer ownership from Best Buy to themselves and once completed he would arrange for a replacement A/C Adapter to be dispatched to the customer. We ask the customer to continue to work with ******, who can be reached directly by email at *************************************** until this matter is resolved.                           

  

  Business Response

  Date: 05/29/2025

  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.
  
  ********************** representative ****** ***** contacted the customer and send a replacement adapter. The customer has been delivered and the customer informed to return the defective adapter and power brick.
  Sincerely,
  
  Advanced Resolution Group
  Incident ID:  ********
  Dell 

  Customer Answer

  Date: 05/29/2025

  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,
  
  **** ******

• Initial Complaint

  Date:05/21/2025

  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 a dell g16 7630 fully spec'd laptop on feb 22 2025 ********* i received the laptop, it had issues. the keypad has quality issue and the trackpad would freeze. Dell did onsite replacement the keypad and the trackpad but the freezing issue didnt resolve so in April sent the laptop for repair at Dell depot where it was damaged and the screen was damaged and the frame is bent. then i was asked to send the laptop again to depot for repair and they replaced the lid but didnt fix the frame so now the lid is not flush with the frame and now one of the *** also stopped working. The laptop had 7 service calls in 3 months i asked dell in april to please replace the laptop as it has so many issues, but dell refused. in the 3 months of my ownership of the laptop i have only used it for a few days at most rest of the time it has been on service calls. Dell refuses to accept the issue and keeps ignoring. i have all the chats and email including pictures, Dell has actively tried to side track conversation to a point where it has been very frustrating to even get the message across.

  

  Business Response

  Date: 05/22/2025

  Thank you for providing a copy of the customers submission.  *********************** representative, ******, has been assigned to this case and he has been in contact with the customer.  The customer reiterated their concerns by asking the agent for a system replacement. ****** asked the customer to allow the onsite service call, and the customer agreed. We ask the customer to continue to work with ******, who can be reached directly by email at *****************************************************************.                            

  

  Business Response

  Date: 06/11/2025

  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 representative, ****** had been assigned to this case regarding the customers inquiries and concerns about their Dell G16 7630 Notebook computer issues with the *** and memory.
  
  ****** apologized to the customer for any inconvenience this matter may have been for the customer. ********************** has arranged service calls to replace the *** and system memory;afterwards, the customer confirmed the memory was working fine, however they reported they still had concerns regarding the computer base still being out of alignment, so ****** asked the customer to send him some pictures and has not heard back from the customer.
  
  If the customer continues to have concerns, ********************** invites them to call ************** to work with one of our technicians. We appreciate the customer allowing ********************** to address this matter for them. Additionally, we thank the Better Business Bureau for bringing this matter to our attention.   
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# *********        
  Dell Technologies  

  Customer Answer

  Date: 06/12/2025

  Complaint: 23353773
  
  I am rejecting this response because:

  I have provided pictures and have responded to emails 

  Dell personnel doesnt repond to any emails and called once so far that was outside my availability window and I immediately sent an email but didn't receive any response 

  Dell has tried their best to not resolve the issue and have molded facts to their benefit.

  I reject this solution. Dell can replace the laptop or refund my money. I am stick with  2k a paperweight. 
  
  Regards,
  
  **** *****

  

  Business Response

  Date: 06/23/2025

  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 set up return approval. As of today, the tracking number has not been activated as the customer has not returned the system. Once the customer ships the system and it delivers to Dell, Dell then has up to 30 days to process the credit.  
   Should the customer need future assistance, we ask that they contact Dell via email or chat by visiting **************************************************************************** for online assistance at ********************************************************************.
  
  Sincerely, 
  Advanced Resolution Group
  Incident ID: # ********
  Dell.

  Customer Answer

  Date: 06/23/2025

  Complaint: 23353773
  
  I am rejecting this response because:

   

  yes dell has offered to refund and told me they will send a shipping label to send the system back and i have not received anything yet. As soon as i recive the label i will ship the system. 

  Dell loves to state half facts and pretend the customer is always wrong. 

   

  way to go Dell 
  
  

  

  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 set up return approval. As of today, the tracking number has not been activated as the customer has not returned the system. Once the customer ships the system and it delivers to Dell, Dell then has up to 30 days to process the credit.
  Should the customer need future assistance, we ask that they contact Dell via email or chat by visiting ******************************************************************** or for online assistance at ********************************************************************.
  
  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 this resolution is satisfactory to me.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:05/20/2025

  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.

  -Attempted to order replacement laptop charger on May 15, 2025 through Dell.com.-Tried to pay with *******-Received an error message stating, 'There was a problem processing your order. Please use a different method or try later'. The order didn't go through.-Despite this, there is now a pending transaction in my ****** account.-I contacted ********************** support and they could not find an order number in their system. Attempts to have the pending transaction cancelled have proven unfruitful.-I can provide the ****** transaction ID.

  

  Business Response

  Date: 05/23/2025

  Dear Better Business Bureau,
  
  A Dell representative, *******, has contacted the customer and is working with them to reach a reasonable resolution. If the customer has additional questions during this process, the customer can reach him ************************ via his email at *******************************************************************
  
  Sincerely,   
  Advanced Resolution Group 
  Case # *********   
  Dell Technologies. 
  
  

  

  Business Response

  Date: 05/29/2025

  Dear Better Business Bureau,
  
  A Dell representative, *******, has contacted the customer and informed customer that we were unable to locate any order associated with customer transaction in our system. He asked customer to contact his bank for more information.

  Thank you
  
  Sincerely,   
  Advanced Resolution Group 
  Case # *********   
  Dell Technologies. 

  Customer Answer

  Date: 05/29/2025

  Complaint: 23353215
  
  I am rejecting this response because:

  As you can see from the screenshot, I have already contacted ****** and they told me Dell has to go into Dell's ****** account and cancel this payment. I already emailed Dell with this information so they should know this already.
  
  Regards,
  
  **** **********

  

  Business Response

  Date: 06/09/2025

  Dear Better Business Bureau,
  
  A Dell representative, *******, has contacted the customer and informed customer that we were unable to locate any order associated with customer transaction in our system and as per our Finance team the confirmation received from ******, a transaction from May 15th has been cancelled.

  He asked customer to contact his bank for more information.

  
  Thank you
  
  Sincerely,   
  Advanced Resolution Group 
  Case # *********   
  Dell Technologies. 

  Customer Answer

  Date: 06/11/2025

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

• Initial Complaint

  Date:05/20/2025

  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.

  PRODUCT Alienware m18 R2 *********************************** Code:7524887224 I requested a screen repair on my computer, the in-house technician sent by Dell damaged my computer even more, then I was told to send the laptop back to Dell, where they would work on it and send it back to me post-repair. I wanted about a month with no follow-up, the service request was closed without my knowledge, I had it reopened, the product was sent back, and I promptly sent the drop-off receipt from *****, the day I sent the receipt the customer care agent told;d me over email that the drop off was made on may 19th and the ticket was closed and that dell will not be responsible for any loss. I am losing thousands of dollars because of logistics error from Dell.

  

  Business Response

  Date: 05/21/2025

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

  

  Business Response

  Date: 06/10/2025

  BBB Complaint ID:     23352149                                          
  
  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 informed the customer that **********************, the ********************** Repair Depot, and ***** have all confirmed that only an empty box was received at the repair depot and Dell is not in possession of his computer.  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