Dell (UK) Customer Service Issues

Dear Dell, I am reaching out about the issue with my XPS [redacted] laptop purchased from the reseller Currys in November [redacted]. The service tag number provided is not recognized by Dell, indicating the product may have refurbished parts or unauthorized modifications. Despite contacting both Dell and Currys, I have not received satisfactory assistance. This has led me to believe I may have unknowingly purchased a non-authentic Dell product, which is concerning. I urge Dell to investigate and take necessary measures to prevent similar incidents in the future. I have attached relevant correspondence for your reference. Your attention to this matter is appreciated. Sincerely, S.B.

Dear Sir or Madam, I recently encountered an issue with my headphones that had been working fine but suddenly stopped. After much troubleshooting, I was able to find a solution which I have detailed in the attached PNG image and also shared on a Microsoft forum to help others. I found that the Microsoft troubleshooter and MaxxAudio Pro were not able to resolve the problem. I am wondering if Dell offers a feature to help users check headphone problems directly through a Dell troubleshooter page. This could involve testing headphones with different audio drivers. Users could connect their headphones, run the Dell troubleshooter page, and select "check my headphones are working" to test different audio drivers until the headphones start working. In my case, I managed to get my headphones working by installing the Realtek audio driver version 6.0.1.[redacted]. This particular driver resolved the issue, although I am unsure which driver was causing the problem on my laptop. I noticed similar headphone issues being discussed by many users on Microsoft. Sincerely, David J.

Hi Andrew, I hope this message finds you well. After reviewing your email, I see your computer order is due for delivery on 25.09.[redacted]. If you need to make any changes, kindly visit the UK mail Tracking Link# provided, select the third option, and update the order number and postcode for details. Apologies for any inconvenience caused. Your satisfaction is vital to us. Feel free to track your delivery using the link and contact us for any concerns. We value your feedback and aim to provide excellent service. Best regards, Edwin Besterwitch Senior Customer Care Associate at Dell EMC | UKI Customer Care.

Hello, In [redacted], I purchased a Dell Inspiron 15 - [redacted] with Service Tag: 7VLCLJ2 \SRNumber:[redacted]39. Recently, I encountered a blue screen issue, and despite contacting your support team, remote access was not successful. Following their advice, I contacted a local PC dealer to retrieve data from the hard disk. The dealer installed a new SSD and Windows 10, but regrettably, the data on the SSD could not be accessed even with the bitlocker key. After this ordeal, I've unfortunately lost important pictures that were not backed up. Throughout the years, I've been quite satisfied with Dell products, with a 10-year-old desktop still in use. However, this particular laptop has been a disappointment due to its premature failure just over 2 years into ownership, despite light usage. I believe the SSD should have had a longer lifespan. Accordingly, I am seeking reimbursement for the new disk and its installation costs. Best regards, Roger Turner

I had a visit from a Dell engineer who arrived without prior notice, causing me to delay. He did not wear a mask or gloves and scratched my expensive dining table. Despite having gloves in his car, he did not use them. I am displeased with the lack of protective measures. I seek to file a formal complaint and want to know how they plan to address the table scratch and why the engineer entered without protective gear.

Subject: Urgent Complaint Regarding Alienware Laptop Order I am writing to express my extreme dissatisfaction with the handling of my Dell Alienware laptop order that has spanned over 11 months. Upon receiving the Alienware Area-51m R2 laptop in December [redacted], it immediately crashed displaying the "BSOD" and encountered ongoing issues detailed in support request Tag CNLG893 Case - [redacted]37. Despite diagnosing the issue as related to the graphics card, I was denied a return for repair and instead received replacement parts that did not address the root problem, leading to the laptop being deemed "Unrepairable." Following a cancellation order, I re-ordered a Dell Alienware x17 R1, specifying specific components which unfortunately were not reflected accurately in the new order, causing further delays and frustration. Given the extensive wait time and the impact on my mental health, I request prompt resolution in the form of receiving the correct laptop model and a refund as a goodwill gesture. I implore Dell to prioritize this matter, as the prolonged ordeal has severely affected my well-being. I have attached relevant documentation for review and am prepared to escalate this issue through various channels if necessary. The subpar customer service and prolonged delays are unacceptable, and I anticipate a swift resolution to rectify this situation. Sincerely, D.J. Ovens

I have already submitted an online request to the warranty section and attempted to call them multiple times, but unfortunately, I have not received any assistance from them. I am quite disappointed with the level of service provided. I bought a 2-year warranty for my laptop on October 30, [redacted], and I can provide the receipt of payment made via credit card. However, when I reached out to address the known issue with the fan, I was informed that I do not have a valid warranty. I would greatly appreciate it if someone could contact me promptly to address this issue.

Subject: Delayed Delivery of Monitor Order I am following up on my order placed on Nov 29, [redacted], under Order [redacted]89 with IRN Number GB2[redacted]-[redacted] for a monitor. Despite assurances from Deeksha last week that Production would be contacted regarding the delay, I have yet to receive an update on the delivery status. The monitor was advertised as in stock and ready for immediate delivery, which influenced my decision to purchase it after canceling a previous order with a much later delivery date. I have been given multiple delivery dates, all of which have passed without fulfillment. While I understand global supply chain challenges, I am disappointed by the discrepancy between the promised immediate availability and the actual delays. I urge prompt resolution to allow me to make use of the XPS Desktop already in my possession. Having been a satisfied Dell customer since [redacted], this experience is causing me significant concern. I would appreciate a swift response to address this issue. Best regards, L.S.

As a home user with a Dell Tower [redacted] PC with TAG 5C4F013, running Windows 10 Pro 64-bit version 21H1 OS 19[redacted], I diligently update Microsoft updates along with using the DELL Command Updater for BIOS and driver updates. Despite receiving an email from Dell about a critical BIOS update to version 2.12.0, my Dell Command Updater Version 4.4.0 indicates that my PC is already up to date, while Microsoft System Information (MSINFO32) shows version 2.11.0. This discrepancy has led me to seek assistance online, where even after engaging in an online chat and updating Windows and the Dell Command Updater as advised, I still face challenges with the BIOS update not being recognized. As a former IT engineer with a strong background in networking and PC systems, I hope to receive the necessary technical guidance to successfully update the BIOS, considering its critical importance.

A few weeks ago, I received an email from Dell informing me that my PC service contract (612XM42) would expire soon. To renew, I clicked the link provided but it was not functional. After contacting the representative for assistance, I was instructed to call specific numbers, causing frustration as I expected better support from Dell. Despite reaching out to the supervisor, resolution was delayed. As the renewal deadline approached, I called the UK helpline and was advised that the renewals team would contact me directly, but no communication occurred. Recently, Dell emailed me to renew the service contract, but I encountered an error stating my device was too old for renewal. This inconsistent service from Dell regarding the renewal process has left me dissatisfied and confused. It appears there is a lack of coordination internally. I seek an explanation and resolution promptly. Thank you. - D.B.

I am experiencing an issue with my Dell Latitude E6410 where it constantly right-clicks without any input from me. The keyboard seems to be functioning fine, so I suspect the issue may be related to the touchpad. This problem prevents me from using the device properly as it initiates actions without my command. For instance, it repeatedly opens the inspect option or reloads web pages on its own. This problem started after I updated the device to the latest Windows 10 updates. The Dell Latitude E6410 previously ran on Windows 7 without this issue.