Business Profile

Computer Dealers

Dell Inc

Headquarters

Complaints

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

Customer Complaints Summary

2,352 total complaints in the last 3 years.
823 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/20/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a replacement battery on April 10, the expected delivery was April 23. They pushed the date to May 7 and gave no update on the status of my product. I then asked them to cancel and was informed I could not. They had reversed the original charge on April 15th according to my bank. After speaking to support they said we will verify the status and update you. I was not updated even after contacting multiple times after that. I was then charged again April 30th, the package shipped on May 1 and was cancelled in transit on May 5 and sent back to the sender. They confirmed they did receive the package on May 8. They refuse to update the status of my return that they have received it and have given me no proof that my refund is being processed. Every time I contact customer service they tell me they cannot help me until I have waited ***** business days. I personally believe this is unethical as I never had the package in my responsibility and possession and also tried to ensure it was never shipped in the first place. It has been well over a month they have been mishandling this situation. Here is my order information:Order Date:Apr 10, 2025 Dell Purchase **************** Order Number:1018099897 Order Total:$152.17*Return Details Request Created:Apr 22, 2025 Case Number:208879608
Business Response
Date: 05/21/2025
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# 210242199
Dell Technologies
Business Response
Date: 05/27/2025
Dear Better Business Bureau,

I am writing on behalf of Dell, in response to the BBB filed with your office by the customer. Our representative, ******, has informed the customer 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 the issue resolved.

Sincerely,
Advanced Resolution Group
SFDC# 210242199
Dell Technologies
Initial Complaint
Date:05/20/2025
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 Alienware x14 R1 (Service Tag:GBCZ0T3) laptop from Dell ******, which was delivered on March 1, 2023. I paid over $2,000 for this premium product as a student, expecting long-term performance and durability.However, after just over a year of normal use, the laptop developed a critical issue: the screen only works when the lid is partially open. If I open the lid fully to a normal working position, the screen goes completely black. The device has never been dropped or damaged in any way.After researching online, I found many other Alienware customers experiencing the same issue, which strongly points to a widespread manufacturing or design flaw, likely involving the display cable or hinge mechanism.I reached out to Dell Support but received no resolution. I am extremely disappointed by this experience. I believe this falls under implied warranty protections in ******, as such a defect is unacceptable for a high-end product so soon after purchase.I am seeking a free repair or full replacement of the defective part. If no action is taken, I will pursue further action through consumer protection authorities.
Business Response
Date: 05/21/2025
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: 05/22/2025
Dells representative, ****, has been assigned to this case and he has been in contact with the customer; regarding their concerns about their Dell Alienware x14 notebook computer. **** has explained to the customer the reason there is a fee if the customer wishes to repair their ********************** is that the warranty on this system expired 01/30/2024,it is well outside the warranty period. The customer is under no obligations to make the repair. We ask the customer to continue to work with Arun if they wish to pay the out-of-warranty fee for the repair. Arun can be reached directly by email at ****************************************************************************.
Business Response
Date: 06/10/2025
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, Arun had been assigned to this case regarding the customers inquiries and concerns about their Dell Alienware x14 Notebook computer which needed a repair outside of warranty. Arun respectfully denied the customers request for a free repair or an exchange system. The customer contacted our Out-of-******************* and paid to ship their system to Dells Repair Facility (Depot). The system was repaired and shipped back to the customer which was delivered by ********* on June 7, 2025. Our representative has called and left a message inviting the customer to contact them ************************ if they should need any further assistance in this matter. We appreciate the customers collaboration with ********************** to address this matter. We thank the Better Business Bureau for bringing this matter to our attention.

Sincerely,

Advanced Resolution Services
Incident ID# *********
Dell Technologies
Initial Complaint
Date:05/20/2025
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.
Hello, I purchased a Dell Precision 5490 Laptop on August 19, 2024. It has had nothing but problems. I have sent the laptop back at least 4 times, and I even had a Dell technician come to my house a few weeks ago. I have been working with their technical team, and an engineer named ***** told me a few weeks ago that there was nothing more he could do. The resolution manager, ***** *********, keeps telling me he will not refund my purchase or exchange my laptop. He says it is because I am using defective software. However, this software works fine on my older Dell and HP desktops. I have spent numerous frustrating hours trying to resolve this, and now ***** refuses even to return any of my calls or emails. Also, the IT department has told me they can't fix this computer, and I need to work with *****. I am getting nowhere and can't resolve this issue with Dell alone. ******* phone number is ************, and his email is *****.*********@Dell.com.I purchased the 3-year extended warranty so I wouldn't have any problems. I am a College Professor, and I need a working computer to do my research this summer. I want an exchange with the same configuration as the Dell Precision 5490 I purchased. If they won't do that, I would like $3,506.87 refunded to my credit card, and I will buy another computer from another company.Order Number ********** Dell Purchase ID # ******** Service Tag # 5QY9C54 *************** Code # from current work ticket ********* Customer Number ************ Invoice Date 8/19/24 In summary, I have tried everything I can to get a working computer. Instead, *****, the resolution manager, continues to ignore my emails and phone calls. I am very disappointed since I am a long-term Dell Customer.Can you please help me resolve this issue?Sincerely,Dr. ******** D ****** ********************* ************ cell
Business Response
Date: 05/21/2025
A Dell representative will be assigned to this case and contact the customer to address their concerns.
Customer Answer
Date: 05/30/2025
Complaint: 23345169

I am rejecting this response because Dell has had numerous occasions to service my laptop in ***** and they even sent a technician to my home When they did have the laptop, many times I didnt get the laptop returned for weeks and this is my primary laptop
The IT department told me at Dell after the service man came to my house, he was out of ideas I believe this computer is either a lemon or was advertised as an AI fraudulently because it has difficulty running the two most popular AI software, Python and R
At this point, I just want a refund and I wish to go to another computer manufacturer I believe I have been extremely generous with my patience and letting Dell try to fix this machine

Regards,

Dr ******** ******
Business Response
Date: 06/09/2025
Dear Better Business Bureau,
Thank you for providing a copy of the customers submission. I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customers submission.
A ********************** representative ***** ****** has been in contact with the customer to address these issues however a final resolution has yet to be reached. Our representative provided their contact information and will remain engaged until the customers issue has been addressed.
Sincerely,

Advanced Resolution Group
Incident ID: ********
**********************
Initial Complaint
Date:05/20/2025
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.
Complaint Description:I am filing a formal complaint against Dell Technologies regarding a laptop I purchased and paid for via ******. The device was shipped through *** with signature confirmation required. According to *** tracking information:Tracking Number: 1ZX1615YD904101514 Shipped On: May 15, 2025 Marked Delivered On: May 16, 2025 at 3:32 PM Delivery Address:********************* ************************************************* Signature Required: Yes Signed By: SMITHHowever, I never received the package. I was physically present near my front door at the reported time of delivery and no UPS driver ever arrived. I do not know anyone named *****, nor have I authorized anyone to receive the package on my behalf.I immediately checked the area, contacted the apartment management, and asked neighbors none had any knowledge of the delivery. I believe the package was either misdelivered or falsely marked as delivered.Despite the package being high-value and signature-required, Dell has not yet provided a resolution or refund. I am seeking a full refund or replacement of the product under Dells customer protection policies and based on clear delivery failure
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# 210254479
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. ****** has confirmed the refund is processed and the amount has been credited back to the customers original payment method. We ask that the customer follow up with our representative should there be any further questions regarding this matter at *************************************************************.

Dell considers the issue resolved.

Sincerely,
Advanced Resolution Group
SFDC# 210254479
Dell Technologies
Initial Complaint
Date:05/20/2025
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.
Item: Alienware Aurora R15 desktop computer Order #: ******** Order Date: Jan 31, 2024 Delivered Date: Feb 10, 2024 Price: $3597.86 Under warranty / premium tech support through 2/10/2026 Return for any reason period: 30 days.I received the computer in question Feb 10, ******* began malfunctioning on Feb 27, 2024.The malfunction is intermittent and cannot be reproduced on demand, but when it occurs the computer screen goes black, though the computer, monitor, keyboard and mouse still have power. The computer stays in this state until you perform a manual reboot Dell worked on the computer and ultimately replaced the graphics card.While this replacement suppressed the problem it did not actually fix it as the exact same malfunction returned shortly thereafter.This cycle of fix, problem suppressed, exact same problem recurs has repeated numerous times over the last 15 months.Dell technical support replaced the graphics card and the computer's processor (3 times). They shipped the computer to their repair depot twice. It has spent 50+ days there over 15th months. They twice sent a technician to my house, and sent me once to their local walk-in repair facility. I have also worked repeatedly with their remote support team reinstalling the operating system, device drivers, and other software. Yet the problem *********** March, as the computer is still not fixed, I asked to return it for store credit in the amount of my purchase.Dell refused, stating that it was outside the 30 day return window and could not be returned. As it failed within the 1st 30 days and the only reason I did not return it immediately was that they assured me they could and would fix it, their position is unreasonable.They have been unable to fix my computer after 15 months of trying. It currently fails approximately every 90 seconds.Please help mediate the return of this broken computer so I can finally get what they originally agreed to sell me - a computer that works.
Business Response
Date: 05/21/2025
Thank you for providing a copy of the customerssubmission. We are waiting for a Dell representative to be assigned to the case and contact the customer.
Business Response
Date: 06/02/2025
BBB Complaint ID: 23339975

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. ******* spoke to customer and informed him based on the review of the service history and ongoing issues apologized for the inconvenience, Customer advised us he is not willing to take any other option than a refund at this time and will not be using the system. ******* did offer customer to have the system pulled into the repair facility for further testing and repairs flagged for white-glove depot service on the customers system. The case is now closed as customer did not want service and ******* positioned to reopen the case should the customer change their mind. 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:05/20/2025
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.
Im writing this with deep disappointment and continued frustration regarding the laptop I purchased from Dell. As an entrepreneur and architectural designer, this was my first major investment in my businessa critical tool I expected to support my demanding design workflows and client projects. Unfortunately, not only has the device failed to meet basic performance expectations, but after nearly two years, I am still dealing with unresolved issues that have cost me both time and money.From the beginning, the laptop struggled to run key graphics-intensive programs such as D5 Render, Twinmotion, and my virtual reality softwaredespite assurances that it was built to handle such workloads. Core rendering features like Lumen and Path Tracer simply dont function because the necessary graphics card is, astonishingly, missing. This isn't a case of outdated drivers or misuseit's a fundamental hardware failure.After installing the new graphics software (as previously discussed with ******), the system began to glitch while typing and began overheating alarmingly fasteven the technician assisting me at the time noted how quickly it would overheat without any significant task running which was odd.I originally declined sending the device in for servicing because I was fully booked with client deadlines and upcoming travel, and I couldnt afford to lose access to my primary workstation on top of the time i lost when it crashed. Instead, I requested an exchange for a properly equipped device with the correct graphics specifications. That request was never acknowledged or followed up on, leaving me to purchase additional equipment to compensate for a machine that never worked as promised. I expected more from Dell, especially for a high-performance laptop advertised for creatives and professionals. Im not just disappointedIm genuinely hurt that such a significant business investment turned into a long, unresolved struggle.
Business Response
Date: 05/21/2025
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: 06/10/2025
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 worked with customer and has sent customer thorough review to determine next steps. Customer has expressed her frustration and asked for more time to work on the steps outlined in email. **** will continue to work 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
Initial Complaint
Date:05/20/2025
Type:Product 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.
Today I had $105.99 deducted from my bank account and sent to ********************** ******************* for a subscription on a computer that is no longer in use. Ok, my mistake for not cancelling that. However, this charge is not even accompanied by an invoice, which is highly problematic. Then I combed the Dell website for a way to cancel this subscription and there is no way to cancel, at least nothing I can find. So I call support for help and the robot immediately tells me to do this from the website. What's interesting as well is that according to the website, I don't have any subscriptions or payment information, or active orders, on the website. I'm less frustrated about the amount of loss and more frustrated about the absolute lack of helpful information/support provided by the website and/or phone line provided by Dell. I elevated this to complaint rather than review because I need to be able to cancel this subscription.
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# 210253208
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 a refund has been successfully processed, and the subscription cancellation is now reflected in our end. The customer has confirmed receipt of refund and the cancellation. We ask that the customer follow up with our representative should there be any further questions regarding this matter at **************************************************************************.

Dell considers the issue resolved.

Sincerely,
Advanced Resolution Group
SFDC# 210253208
Dell Technologies
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:05/20/2025
Type:Product 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 a Dell Alienware m18 R2 in February for $4,632.99, along with *********************** On May 4, the laptop's motherboard shorted out, and I contacted tech support. The field technician was scheduled to come out on May 7 but never showed up. I contacted Dell support several times via phone and email and got varied stories as to the reason behind the delay, along with promises to provide additional information. Still, the service ticket hasn't been updated since May 5. The email response claimed that Dell was out of thermal grease - a trivial item readily available at any computer store.Dell Purchase ID: ************* Service Tag: 2JDQS74 Express Service Code: ********** Service Request: *********
Business Response
Date: 05/21/2025

A Dell representative will be assigned to this case and contact the customer to address their concerns.
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 set on an onsite technician to come fix the system. Technician arrived and fixed the system, and the customer confirmed the system is now in working order.
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: 06/04/2025
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:05/19/2025
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 a Dell Computer which I sent in to get a Depot Repair. (I received this computer second hand and I paid around $300 in Sept 23' for an extended warranty renewal.) Depot support is telling me that the service tag attached to the computer is different than the one which I registered thus nullifying warranty service. They claim it's the wrong computer. The sticker on the outside is JL58S93 which is apparently the "true" service tag. I did not see this sticker. When I registered the device, I did with the Service Tag information provided in Dell QuickSupport, which is were it told me to renew the warranty (it's much more apparent). This number is 1H0K0B3. I sent everything in under this number because that is what Quick Support told me the service tag is. I need someone in ** to look at these 2 machines and do some forensics to figure out how this happened. The proof will be in the details which standard tech support refuses to look into (It's too complicated and takes a lot of deduction. I don't expect regular techs/ cs to be this involved. It's a weird case).
Business Response
Date: 05/20/2025
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: 06/10/2025
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 end user, **** ******. Thank you for providing a copy of their submission.

Dells representative, ****** had been assigned to this case regarding **** ******* inquiries and concerns about their Dell Notebook computer they received as a gift. In September 2023 the end user purchased a Limited Hardware Warranty from Dell,but they provided our Warranty Sales Representative with the wrong service tag number, therefore the service tag number of the system they have in their possession is not covered by a warranty. Recently the end user arranged for their ********************** to be shipped to Dells Repair Facility (Depot) for a thorough examination and repair, due to accidental damage to the system after an electrolyte drink was spilled on the unit. ********* reported they were unable to work on the system received as it was not under warranty and was not the unit authorized for the repair on the dispatch. The end user had asked the Depot to hold on to the unit until they were able to discuss this matter with Dell; only the Depot returned the unit because their facility has no way to store equipment, so the computer had to be returned to the end user.

****** thoroughly investigated this matter and determined Dell was unable to assist with the repair or replacement of the equipment the end user has in their possession since that unit has no warranty.

In the interest of customer satisfaction, ****** has offered to cancel the warranty on the incorrect system and refund the end user in full. Additionally, ****** has offered them a 5% discount off purchasing a new Dell computer from Dell. They have expressed their disappointment in this solution and has informed ******,they would prefer to contact their credit card company and file a chargeback. They provided feedback to ******, who has shared this input with some of our decision makers.

We appreciate **** ****** allowing Dell 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: 23327609

Unfortunately for everyone; nothing was resolved. The only conclusion I've reached during this process is that Dell does not care about my business. I've written many emails and had many phone calls over the last month trying to figure out how this happened. The ***** ******** here further solidifies that Dell is misrepresenting and/or does not understand the facts of the matter. They either A) Don't care about the issue. or B) Don't comprehend the issue. Dell has even acknowledged that some of the processes on their end were not followed properly and thanked me for my contribution in helping train their employees, yet they offered me no repair or replacement. They offered to refund a warranty which was registered to a computer I've never owned (which they have now reneged because I've stated my rights as a US based consumer and as someone who owns an Amex credit card-- I want to make it clear that at no point did I threaten a charge back). The most frustrating fact here is that Dell would not let me talk to a US based representative even after going through the BBB. The person I spoke with is listed as being in *********, *********, ***** on their Linkedin profile with the name ***** ******.

______________________________________________________________________________________
This is the most important fact regarding my experience:

1. The *** says in their statement "the end user purchased a Limited Hardware Warranty from Dell, but they provided our Warranty Sales ***resentative with the wrong service tag number, therefore the service tag number of the system they have in their possession is not covered by a warranty".

Each computer sold by Dell is supposed to have 1 service tag per machine. My computer had 2. (1 represented in the SupportAssist software-- *********** tag I registered. And another service tag which was actually tied to the hardware which would be considered the true service tag.) Dell could not tell me how or why this happened even after an investigation. Other people on the Dell support forums have the same issue. ************************************************************************************************************************************************************************************************************

I have evidence that even with a brand new motherboard which I had professionally installed, that the incorrect service tag is still showing up.
_____________________________________________________________________

FOR DELL: when an end user is registering an extended warranty, you should have customer A) Verify their ownership B) Verify the Service tag in the **** .

I'm extremely ************************************************************************************************************************************************************************************************************

In conclusion, Dell has misrepresented the material facts of this case, and while they acknowledge that they messed up, they refuse to make me whole as a customer

--**** ******
Business Response
Date: 06/20/2025
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 submission.

Dells representative, ****** and the customer have come to an agreement. The offer to cancel the warranty and refund the customer in full by check has been agreed upon by both parties. We appreciate the customer allowing ********************** to address this matter for them and we ask that they remain in contact with ****** until the refund check has been processed and received by the customer. Additionally, we thank the ********************** for bringing this matter to our attention.

Sincerely,

Advanced Resolution Services
Incident ID# *********
Dell Technologies
Customer Answer
Date: 06/25/2025
Complaint: 23327609

This issue has not been resolved. Dell has agreed to send me the refund for the warranty which they claim to be invalid. However, they have not sent it as of today 6/25/25, even though they received my address and the required information to cut the check on 6/8/25. The mailing of this refund check was not contingent on this case being marked as resolved, and I've stated numerous times in my correspondence that the only way to truly resolve my issue is to fix the computer and honor their warranty.

I also have physical evidence that the service tag shown in the operating system is different than the hardware's service tag-- which is where this issue began, as I used the ********** tag to register my warranty. There should only be 1 service tag, but instead my computer has 2. I replaced the motherboard (which keeps the service tag) and supportassist, Dell's warranty and system tracking utility, still shows the original service tag instead of the new one for the new motherboard.

**** ******
Business Response
Date: 07/03/2025
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 explained that we cannot repair the systems as there is a conflict with the service tag. We were able to refund the customer for the extended warranty they had purchased. A check has been mailed out to the customer.

Sincerely,
Advanced Resolution Group
Incident ID: #********
**********************.
Customer Answer
Date: 07/08/2025
Complaint: 23327609

It is unfortunate that Dell decided to not honor their warranty. I will be going through small claims to recoup my loss, as I have evidence that the service tag represented in their software is not representative of the hardware. Based on my interaction with Dell's team and their warranty department, I can say that I'll never purchase nor will I suggest anyone purchase a Dell product.

**** ******
Initial Complaint
Date:05/15/2025
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 sent my dell xps laptop (service tag 548XPG3) into Dell to ***air the broken screen. I asked the customer service ***resentative MULTIPLE times if the screen was in stock because i have a new job i needed my computer for in a few days. She assured me TWICE that the part would be in service. I sent in my laptop with express service. Dell called to tell me no parts for 30 days. That constitutes a default on the original timing of any ***airs (not just expedited, basic ***airs are supposed to be done well inside 30 days and the dell *** assured me they had my required part). Also keep in mind this is an XPS laptop that is 3 years old. This is not some ancient laptop from the 2000s. Then Dell tried to upcharge me for a completely new motherboard (+$300-400, on top of my screen ***air, which i needed to wait 30 days for). They said i needed the new motherboard because of a malfunctioning USB port. I noted the computer has 3 USB ports and the other two work fine and can charge the laptop. they said they "must follow policy" and will not only ***air the screen and MUST ***air the entire motherboard. This is an obvious upsell scheme. I requested multiple times with multiple ***s to only ***air the screen. they refused and hid behind "company policy" with no explanation of why that policy makes any sense in the real world. I told them return the computer to me and refund my entire service charge (not just the $20 for expedited) as they had fully defaulted on the servicing agreement signed by me and Dell, not having parts in stock after they told me they did twice over chat, then attempting to upsell me for a trivial USB malfunction when 2 other USB ports worked (and could charge the laptop).They have now waisted probably 7 hours of my time trying to convince me to not file a complaint with the BBB but offer no remedy for defaulting on their agreement with me while still charging me $50. I will never buy Dell again and will recommend against to all
Business Response
Date: 05/16/2025
A Dell representative will be assigned to this case and contact the customer to address their concerns.
Business Response
Date: 05/22/2025
Dear Better Business Bureau,
Thank you for providing a copy of the customers submission. I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customers submission.

Since the date of the submission, a Dell representative attempted to contact the customer by telephone and e-mail to discuss their concerns however, to date; the customer has stated to Stop harassing me. Or I'll report you again to BBB for a second time for harassment. Refund my money,otherwise stop contacting me. You guys and dell should be ashamed.

Dell will no longer be reaching out to the customer per their request.

Sincerely,

Advanced Resolution Group
Incident ID: ********
**********************

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