Dell Customer Service Issues

I bought an Alienware laptop from DELL and added a Dell premium support for 5 years, worth $[redacted]-$[redacted]. Their sales rep contacted me multiple times to explain the service, leading me to purchase it after several emails. They assured me via email that I could cancel the support midway through the contract, which influenced my decision. Despite calling multiple times, they're now stating I can't cancel since it's been over 30 days, leaving me frustrated. The low quality and failure to meet expectations are fueling my desire to cancel the support and receive a full refund.

I am frustrated with Dell's telephone support. Today, I have called three times and been transferred multiple times. The representatives did not show genuine concern for my issue, instead passing the buck and avoiding addressing it. If Dell truly cares about its customers, the phone reps should ensure the problem is fully documented before transferring the call.

Dear Dell Company, I am writing to request a replacement for my Dell Inspiron [redacted] computer, which I believe falls under Texas' lemon law due to ongoing issues. Since purchasing the computer on December 01, [redacted], I have experienced repeated problems with the top row of keys on the keyboard and number pad. Despite contacting your company three times, including sending the computer for repairs twice and receiving a replacement part once, the issues persist. The computer has been out of service for repairs for a total of 38 days and is currently not functioning. Please see below for a summary of the repair attempts: - April 6, [redacted] to May 5, [redacted]: Top row of keys on keyboard and number pad malfunction. - November 5, [redacted]: Top row of keys on keyboard and number pad malfunction. - November 5, [redacted] to November 15, [redacted]: Top row of keys on keyboard and number pad malfunction. I appreciate your attention to this matter. Sincerely, Meghan Schwobe

I purchased a Dell Inspiron 15-3[redacted] on 7/7/19 and received it on 7/16/19. Two months later, I had issues with the power supply not connecting due to a missing piece in the power inlet. Despite believing it should have been covered under warranty, I paid $[redacted].00 for the repair. Recently, the hard drive crashed, and when I sent it for repair, I was informed of physical damage that I never noticed before. They are asking for an additional $[redacted].00 for repairs. I feel frustrated and dissatisfied with Dell's service. The email I received from Dell Support regarding the repair details is causing me more stress. I expressed my concerns to the support person and requested my laptop back. I am considering not buying from Dell again and will share this experience with others.

Good morning, I am from Honduras and my case number is [redacted] for my 7S1G5P2 equipment. I have already performed the tests as instructed by the Dell Technical Support specialist, (RISMARY_HERNANDEZ), who was very kind and helpful. Despite resetting the operating system as advised, the equipment remains extremely slow. The hard drive is still operating at [redacted]% even though I mostly use Word and occasional PDF files as a lawyer. I invested a lot of money in this equipment, but it does not meet my expectations. I had to exchange the first one because the AltGr keys didn't work to type the "@" symbol. I bought my grandson an HP laptop, and it works wonderfully for him. Please replace my equipment quickly as New Year is approaching, and I have a lot of work to do. My laptop is my tool for work.

Dear Mr. Palma, I have been attempting to contact Mr. Prakash for approximately four hours regarding work order number [redacted]04, which apparently requires a new battery. In December, I was initially informed by Dell that the battery was fine, but a BIOS update and driver installation were necessary. After these updates, my laptop experienced issues, eventually leading to the installation of a defective motherboard and the unnecessary replacement of the palm rest. Subsequent technicians encountered problems with the machine, which eventually led to it being sent to the repair depot. I am extremely frustrated that my original request for a battery replacement has been lost in the course of the repair process. Furthermore, the communication barrier with individuals such as Mr. Prakash has only added to my dissatisfaction. There have been additional complications with the type of hard drive supplied for the repair, which has not met my specifications. After numerous frustrating interactions with Dell support, I am now seeking a refund for the inadequate service provided. I believe it is important for Michael Dell to be aware of the issues within his company. Sincerely, Fred G.

I am experiencing an error code 0xc[redacted] on my Dell computer XPS [redacted] with the service tag 554P6Y1. When I try to log in, I am unable to use my PIN and none of my passwords are working. I have not created a password reset disk. Initially, I changed the startup configuration to normal due to slow logon times, and now I cannot access Windows. I did not receive a Windows installation disk with my computer purchase. Although I have backed up with Macrium, I am unsure if I can restore my startup settings.

In December [redacted], I received a new keyboard for my Model PP39L Studio [redacted] at my son's address in Novato, CA. Upon my visit to the US in February, I had the keyboard installed and it worked well. However, when I returned to the Philippines and tried to use the computer later, the keyboard only responded to the letter "k". Due to the lockdown restrictions, I couldn't get it fixed until recently when businesses reopened. A technician informed me the keyboard was defective and suggested using an external one. He disconnected the built-in keyboard, and I have been managing with the temporary setup. Considering my history of purchases from your company, I hope for a resolution regarding this issue. Thank you, Jim Cahoon.

Yesterday, my new Dell XPS 15 [redacted] series [redacted] encountered internet connectivity issues with error code_HUNG, disrupting my paper submission process. Despite the dilemma, the document automatically saved to OneDrive, enabling me to access and send it from my older Dell laptop. Following a restart, my XPS seems to function normally, albeit slow updates and pending SupportAssist OS Recovery Tools installation. Audio problems during online classes this week raise concerns, unsure if related to internet connectivity or platform issues (Blackboard and Zoom). Additionally, the Fingerprint ID feature stopped working, possibly due to accidental interaction with a security setting. As a full-time college student with upcoming midterms, the technical hiccups have left me feeling overwhelmed. Thank you for any assistance provided. - Beverly McCafferty

I am inquiring about the shipping status of my recent order with Dell. A shipping label was created on Monday, December 14, but according to FedEx tracking, the order has not actually been shipped yet. Despite placing the order on December 1 when the product was available, it has not been shipped by Dell even after 8 days. I opted for expedited shipping and it has been 3 weeks without any update. I have reached out to Dell representatives through chat, but the information provided has been inaccurate or misleading. I understand the challenges posed by Covid-19, but multiple other products have been delivered to my family without significant delays. I kindly request accurate information regarding the shipment and delivery dates for my order as soon as possible. For reference, my order number is #[redacted]59. Thank you.

I own a Dell Inspiron 15-[redacted] laptop with the Service tag CJ3KWS2. Recently, after booting up to Windows 10 and entering my password, the laptop fails to connect to Wi-Fi. Despite Verizon confirming the Wi-Fi connection is fine and my other devices being connected, the issue persists. I notice the Wi-Fi icon in the Task Bar doesn't indicate a connection, appearing as a globe without curved bars. While I managed to connect after several attempts, the problem reoccurs upon booting up. To avoid this, I've been keeping the laptop in sleep mode instead of logging out, but this is not a sustainable solution, especially with pending Windows upgrades. During my call to customer service, I encountered difficulties with the representative's accent, making communication challenging. I kindly ask for a callback from a representative fluent in English at [redacted]. Thank you.

Approximately two years ago, around February 17, [redacted], I bought my Inspiron 17 [redacted] 2-in-1 laptop. Recently, starting around October 22, [redacted], I encountered significant issues with the laptop. Despite spending hours on the phone with two Dell tech support representatives, the problem persisted – specifically, the airplane mode would not deactivate. On October 27, I sought assistance at Best Buy where I bought the device. The laptop displayed a "no network adapters" notification, and it was determined that the wifi card and bluetooth signal were defective. To continue my work, I purchased a wireless AC adapter for $39.99. Subsequently, in December, the laptop stopped communicating with my second screen and began shutting down unexpectedly, which was incredibly inconvenient. Unfortunately, due to contracting COVID, I was delayed in reaching out for support. I kindly request a replacement for this faulty laptop.

In early December [redacted], I purchased a Dell Inspiron [redacted] laptop from the online store located in Mexico City. The computer arrived at my home 15 days later but had initial faults. Despite the store claiming no more warranty and redirecting me to Dell, I proceeded to have it repaired at the authorized Dell center after it failed again in October [redacted]. However, due to logistical challenges with reaching the repair center during my office hours, I faced delays in getting it fixed properly. The laptop continued to malfunction even after the repairs, resulting in multiple service center visits, the latest being in December [redacted]. The laptop malfunctioned yet again on April 10, [redacted], and the call center mentioned the lack of warranty coverage. This situation is challenging as the laptop is vital for my work and studies, particularly during my current master's degree program. I regret the purchase of this Dell laptop, as it has been unreliable and has cost me approximately $[redacted]. Ideally, I wish for the Dell service center to assess and repair the laptop without additional charges, considering the recurrent issues mirroring the previous repairs. Service tag: HQTXZX2 Express service code: [redacted]0

Hello, I own a Dell Precision M3800 laptop which is registered with Dell. After a Windows 10 update last year, the sleep mode and hibernate functions stopped working, and I've had trouble installing Intel graphics drivers. I've been in touch with Intel support, but they mentioned that since Dell is the original manufacturer, they might have tweaked the drivers for compatibility. Intel suggested trying a specific driver, but Windows 10 still won't accept it. The email from Intel mentioned the driver version 15.40.48.[redacted] may work, but I haven't had any success. I've tried contacting Dell through their website, but it indicates my laptop is out of warranty. As someone who relies on Dell for system updates, I'm stuck between Intel's generic drivers and Windows 10 rejection. Any advice on compatible graphics drivers for my Dell laptop running Windows 10 would be appreciated. Thank you. Hary

I recently bought an XPS8940 from Dell a few months ago. I started noticing pop-ups from Dell Support Assist. Last week, when I tried to use it, it failed and indicated a hardware issue. I contacted support in India, and a technician removed Dell Support Assist using a third-party tool called REVO Uninstaller. After a while, I encountered an issue burning mp4 files to a DVD. I reached out to support again, but struggled to explain my problem in a noisy background and had to request a supervisor, who made changes to the registry. Unfortunately, the system crashed, and I was advised to reinstall the operating system due to a supposed hardware conflict. Despite my background in IT, the experience left a lot to be desired. I hope Dell can improve its support services for customers like me who expect better assistance, especially after my years working in tech support myself.

My Dell laptop order has been canceled twice without any prior notification. Additionally, the order status page does not provide any reasons for the cancellations. Last time, the reason given was that the laptops were suddenly out of stock. This time, I captured screenshots of the website indicating there were still laptops available (2 when I placed my order, and 1 left after I completed it), but the order was cancelled once more without explanation.

My employer, Richard M., bought nine Dell P272ODC Widescreen LCD Monitors (SKU # [redacted]) on December 21st last year. The order was made with Best Buy, not Dell, the actual vendor. Four monitors arrived on the 23rd, but the other five are still pending. The invoice suggested a refund by January 10 if the items weren't available, but this has not happened. My boss now wishes to cancel the order. Despite contacting Best Buy Customer Service twice and being redirected to Dell, it's unclear why Dell would cancel a Best Buy order. Best Buy claims they can't cancel because the monitors are on backorder. We need these items canceled promptly, as per our numerous requests, and a refund issued. Trying to reach support has been futile without a Dell Order #, which we don't have. Please cancel these items immediately.

My name is R. B. and on January 18, [redacted], I bought a laptop with Express No. [redacted]. The charging cord keeps coming loose, and the laptop won't charge properly. I rely on it for many tasks, so this issue is causing me a lot of difficulty. I've tried reaching out through live chat and phone calls. During my first call, there was an emergency, so I had to end it. Currently, I'm on hold, but I'm struggling to understand the representative. I'm feeling very upset and don't know what to do next. If I could speak to someone who is fluent in English, I believe we could resolve this. I reside in the United States. I was just on the phone for 22 minutes and got disconnected. I'm sincerely hoping for assistance as I am feeling extremely desperate.

Concerning XPS [redacted] Service Tag: 7SGDH13 I have a long history of purchasing Dell computers, including multiple systems over the years. In April of [redacted], I bought an XPS [redacted], which unfortunately started freezing and slowing down a few months back. Despite my efforts, I couldn't resolve the issue. Since the warranty had expired, I took it to a local repair shop I trust. Today, I was informed that the SSD drive, meant for the operating system, was empty, and the OS was on the 2-terabyte drive instead. Although they will fix this, I am incredibly upset and disappointed by this oversight. This kind of mistake is unexpected from Dell, a brand I have been loyal to for my family's computer needs for decades. If this is the current standard at Dell, I may have to reconsider my choice for future computer purchases. Very disappointed with this experience. Regards, J. M. H. Account Number [redacted]0

I have a Dell Inspiron [redacted] desktop that I handed down to my son for gaming. He reported receiving an electric shock when touching the metal case upon startup. I experienced the same shock confirming the issue. Dell's initial response required me to pay for shipping and repairs. I firmly stated this was unacceptable. They escalated my case to the customer safety department, and now I await their decision. I insist on a new machine and monitor due to safety concerns. I believe Dell should take responsibility for the potential danger posed by their product. I have detailed all interactions with Dell and remain resolute in my expectation for a satisfactory resolution.