I tried to purchase a laptop from dell, i recieved an order confirmation! Later i was contacted that the payment didn't go through, i tried to contact dell, but it was over a weekend, so i thought i'd place another order online. This didn't go through and I was later contacted to say my origional order had gone through. My order was apparently shipped so i tracked the order and saw it was out for delivery, it was then intercepted and returned to dell. They said my payment had not gone through. I then contacted my bank and they said they pyment had gone through. I then called dell and gave them the transaction number and they confirmed the payment. I told them I had had enough and I just wanted a refund. It will now take 7-10 working days to get my money back. So I have no laptop or money to buy a laptop! Worst computing company I have ever used and I have used many as I build my own PC's.
The worst company I have ever had to deal with, bar none. Their technical support is clueless, their customer support is comprised of idle, brain-dead idiots, and their website is almost impossible to navigate. To add insult to injury, their delivery times are hideously long, and they appear to simply not care about items damaged in transit. After my last horrible experience with Dell I have sworn never to go near them again. If you value your peace of mind you'll follow suit.
I have a Dell XPS 14z which has developed a fault with the network card.
The dell engineer has made three appointments to fix the issue, and missed every one, without so much as call to explain. And as the appointments are any time between 9-5, I have lost three days of my life.
Dell's foreign call centres are extremely polite and apologetic but ultimately completely useless.
I have received no reply to two complaints, despite following the procedures on the the Dell website.
So I'm pretty much stuck with a broken laptop and no hope of getting it fixed.
Don't give your money to Dell, no matter how good the deal looks.
To help future PC buyers avoid the seemingly endless catalogue of technical and service disasters that Alienware/Dell can cause for their customers, I would like to share my experience of the company. Although I still hold a considerable amount of anger towards Alienware/Dell, I have tried to focus on the facts. My purchase was of an Alienware Aurora R4, bought in June 2012.
Technical failures (which suggest no or limited product testing before shipping)
1. Faulty HDMI socket on graphics card - replaced following approx. a week of Alienware diagnosis
2. Faulty crackling/popping sound card - replaced following several weeks of Alienware diagnosis. Replacement also faulty
3. Faulty motherboard graphics card slot on arrival - replaced following several weeks of Alienware diagnosis
3. Multiple blue screen shutdowns on arrival - resolved following factory image restore after approx. two weeks of Alienware diagnosis
4. CD/DVD drive not functional on arrival - repaired after driver downloads provided
5. Unresponsive on switch, following engineer repair
Even with my 3 year next day in home repair warranty, the majority of these technical failures took approximately 3 months to resolve before a refund was agreed. This included me, at Alienware's request, having to complete countless hours of my own troubleshooting, based on their email guidance. This included 6 massively inconvenient and time-consuming factory image restores, and 2 complete re-installations of Windows. During this 3 month period, it was only after all of this and the sound still not being repaired, that my refund requests were even considered.
Service failures (which suggest that Alienware/Dell have little consideration for their customers)
1. The first Alienware Technical Support rep that I experienced was abrupt, and provided me incorrect information when asking me to re-fit my graphics card. Only after making a complaint about my Alienware machine and service on their Facebook page (which I strongly recommend that anyone experiencing a problem does), was my complaint escalated to someone with more experience and authority
2. The second Tech Support rep was considerably better, but the resolution process took approx. two additional months due to the number of faults and problems that I had, combined with Alienware's slow 24+ hour email response time
3. The one engineer who visited me was sub-contracted, and had no experience of Alienware. After he struggled to replace all of the faulty components, he fitted the processor and fan incorrectly, which resulted in the machine failing to start
4. When a refund was eventually approved and confirmed by email, after weeks of appealing, I purchased a replacement machine from PC Specialist. A week after Alienware confirmed the refund, and I had purchased the replacement, they then told me that the previously authorised refund may not now be possible. Only after worrying for two days about being stuck with two massively expensive machines, was the refund officially re-confirmed.
5. When finally arranging the collection of my machine for refund, I requested the required boxes for the Aurora, keyboard and mouse, after Alienware has asked what my requirements were. I also arranged the collection for a specific date so that I could arrange time off work. On the morning of the collection, I received a call that I would only be receiving the boxes, with the actual collection now arranged for the following day. I had to arrange another day off work, which just angered my more. Finishing my Alienware/Dell experience that I had become accustomed to, I then received two tiny boxes to pack my entire system in. So small that they wouldn't even fit my keyboard into.
6. Each Alienware/Dell department that I encountered seemed to instantly drop any ownership or in interest in my case, the moment it was passed onto the next department. As a result, it did not feel that the refund process was well managed.
Although I appreciate that technical faults can and do occur with any company, what I experienced was ridiculous, particularly when combined with painfully slow after-sales service. Although a minority of customers do rate Alienware/Dell very highly, they perhaps have not had the misfortune of having to deal with their technical support or customer service teams.
Based on this experience, I would strongly recommend against any purchase from Alienware/Dell. In my case, I purchased a replacement machine from PC Specialist who, like me, are based in the UK. In comparison to India-based Dell, they are considerably easier to contact and communicate with, which is critical when attempting to resolve any problems, or when seeking technical advice.
If anyone is considering getting a new laptop for Christmas, I strongly discourage everyone from getting a Dell product. Placed an order for Inspiron 5523 at the beginning of November. Realised only after order placement that estimated delivery was more than six weeks ahead on December 19. I asked Dell at the outset if early delivery is possible (before Dec 16, since I was leaving the country then). Instead of giving me a clear answer ("yes, 3 days earlier is possible" / "no, we cannot guarantee early delivery" / "we don't know yet"), I was confronted with a series of wrong information and the worst customer service for 4 weeks, after which I eventually had to cancel my order out of frustration and resentment. This is the email that I felt compelled to write to Dell in the end:
Dear Dell Staff,
I have just had a telephone conversation with a Dell customer service supervisor and decided to cancel my order immediately, but to make sure that this is actually happening, I am writing this email to you. Thus, please cancel my order ASAP.
Please let me tell you that I am deeply disappointed and frustrated after having had to go through such a lengthy process that was full of wrong information, false assurances, and delays. I feel cheated as a customer and the time that I have spent on selecting a premium Dell product is wasted.
I chose Dell because I believed in your reputation as a professional, quality, and trustworthy provider of personal laptops. I ordered five-and-a-half weeks prior to my departure for my Christmas holidays. Only after I placed my order, I had to learn that “expected delivery” was only after six (!) weeks, which came as a shock to me. First checking your website, I could not find useful information and apparently no changes to the order were possible – I was surprised by such a lack of flexibility.
I then asked your customer service staff if there are ways to accelerate the order by just half a week, noting that five-and-a-half weeks for order processing and shipment are still substandard. Rather than just telling me honestly that you are not able to accelerate the delivery, I was told very early on that “usually most of the orders are delivered much before the given date”. Had I believed this vague claim, I would be left clueless and uninformed until the very end, and would not have received my laptop despite your statements. In other words, you gave me false reassurance for something you could simply did not know.
I was however getting unsure whether your statements about “usual deliveries” are valid, so I enquired again in order to get some assurance. I also made references that your FAQs are not very informative and that indicated that I would be happy about more information. However, I was only told that my request was forwarded to the manufacturing department, all I could do was wait and hope. However, nothing in my order status (“Pre-production”) changed, so again I felt necessitated to contact you for further assistance. I was then called by your customer service agent ####, who assured me that my laptop will be the first to be produced and that the order will dispatch by December 10. Should that not be the case, then we would “see what we can do” (her quote) after the 10th. Other staff (e.g. Mr ####) were copied in all email correspondence. Besides, I also asked for information on how to cancel my order (because your website does not provide any information: http://support.euro.dell.com/support/topics/topic.aspx/emea/shared/support/dsn/en/cancel_order?c=uk&cs=ukdhs1&l=en&s=dhs. I never received any information on this, despite my request. In other words, you ignored me.
I hoped this the information about the manufacturing department was true, but I kept checking the order status and did not see any changes. I thus thought (in good faith) that maybe the tracking does not work properly and the order has indeed been in the manufacturing stage, blaming everything on a mere technical error. I sent an email to customer service in order to enquire whether this is the case or not. However, the customer representative was not in the office. This is nothing concerning (people should get holidays), so I tried her manager. Also her manager was not in the office. This was surprising, given that the out-of-office notice said I should contact her manager. I tried Mr ####, who was also not in the office. I also tried three other staff members mentioned in the out-of-office notices, one of whom also was not in the office. This is remarkable, and I have never experienced such a lack of professionalism. I had to send five emails before some of the remaining staff members felt sufficiently troubled to actually respond to my question via phone. In other words, you were simply not there when I had a question about my status.
Then (today), in an attempt to explain the delay in my order, I was told by your staff on the phone that there are apparently delivery problems for the displays. If you knew that but simply didn’t tell me, then this means that you told me false information. I would not have otherwise known that my order cannot be delivered in time. In other words, you simply lied to your customer.
Your staff member also told me that my order could be delivered by December 19. I told him that this was in fact the problem, not the solution. Rather than admitting that it is not possible to deliver before the 16th, he instead suggested discounts as a compensation for my troubles. I told him that this wouldn’t solve my problem and he would suggest I think about it for an hour or two and call me back later. I had to tell him six times that I want to cancel my order. In other words, you simply did not listen to me.
Now, after already more than an hour, the order still has not been cancelled. I expect you to forward this email to your managers in order to let at least someone who cares about your customers know how ill-conceived your processes, information policy, and customer treatment are.
[...] I have never in my life had such a dreadful experience with any company. I hope you learn from this and improve, or otherwise there will soon be no customers left to disappoint.
Thank you for your attention.
the total amount i pay dell for my computer is about 4400 dollars. from day 1 when i got the computer out of the box, the features i had wanted were not all there. within 4 months EVERYTHING started malfunctioning on the computer. i called for warranty, incredibly upset because i just gave them thousands of dollars to ensure that i had a reliable machine, and they never followed through. I told the gentleman on the phone that i am very familiar with the workings on computers, but he insisted on wasting an hour of my time just to tell me what i had already known, its overpriced garbage. After installing some program on my computer and wasting my bandwidth, he somehow managed to disable my network card. He insisted i mail them my computer to be analysed and when i told him that is not an option i NEED a computer, he then arranged for a technician to come to my house. he ignored me when i had said i will not be available to answer the phone from 9am-2pm, and set up the phone call for that time anyways. Every time i said i would not be available, he would reply with giving me a list (and its a long one) of whats wrong with my computer. It was at this time that i had voiced my concern about not receiving all the features i had wanted, and he connected me to a supervisor who told me nobody cares about those features and there's nothing they can do about it because they were unusual requests that people don't normally make (example of missing feature, no number pad on the keyboard). I said i am paying for a warranty that replaces my computer if i were to destroy it, but i cant get a laptop with an extra ten keys? he told me no, that is not an option and number pads are not available on my model. Price was not a concern when i bought my computer, why would they not give me something that works, and has what i want on it.
Long story short, do not buy dell. I will never give them a cent on my money ever again, and am disappointed in myself for trusting them in the first place.
The sales person told me they had the computer in stock and would deliver in 48 hours. Then it never arrived. Each day they claimed it was "about to arrive". I eventually realized they had no idea when they would get more stock, so tried to cancel the order. However, have fun cancelling an order with Dell. Their sales first told me I should wait as delivery was imminent. Then, when no stock arrived, they told me "yes we will cancel your order" and a full refund would come in 48-72 hours. Eight days later they have not cancelled it nor begun to process a refund. I have requested cancellation three times and once they even called back to confirm it was in process. After that call, they sent me a "new order" report with a new delivery date two days later! The sales people are all very nice on the phone, but lurking behind that kindness is a machine that is desperate to get your money and keep it.
I bought a 3 year warranty with my XPS and a month before the warranty ran out, the computer quit working right. On the downside, I had to call customer service quite a few times, and I had to do a lot of work which took an hour or more sometimes (reboot, reset, restart and F12, etc.) Then they sent out a tech with a new hard drive. That didnt' solve it so they sent a tech with a new motherboard and that solved the problem. A lot of trouble, but I ended up with a machine that works and has new major components. My other Dell, from the scratch and dent sales page, is 4 years old now and has never had problems!
I've been using Dell for nearly 10 years, and have bought 6 laptops from them.
If you're after a bargain it's worth looking at their Dell Direct site for returns/cancelled orders.
I've bought my last 2 over the phone as I was offered a better deal than through their online site (less 15%).
Ordered an Alienware MX14 from Dell about a week ago, the delivery was estimated on a 3 week lead time. I got in touch with customer services as this was then pushed through as a priority. Excellent customer service as my request was chased through all the steps right through to delivery. Brilliant very impressed with the advisor Claire Amores.
Have had Dell computers for years, reliable and user friendly ordering system These computers do what they say and are reliable. If you want a computer that does what is says go for these. Laptops to desktops well worth the money.
My 17th Dell machine in 8 years and my last. Multiple problems over multiple devices in the last month and support is dead. RIP Dell customer support.
From new both screws missing that would hold the hard drive securely. Dell refused to send engineer out to replace HD even though it was making horrible noise. I had to make a few calls and shout loud to get the HD replaced, support engineer had no screws, Dell said it was not a Dell part number so could not help. I bought my own screws.
CPU fan squealed like a pig from new. Another 3 phone calls and they sent me a replacement, I changed it myself.
Missing 8-in-1 internal card reader as advertised in product description. Sales, Support and Marketing had no idea what part this was, yet its in the main Vostro 230 product description. 5 phone calls, 10 emails and they sent a Belkin external card reader. Useless.
17" Vostro 3750 Laptop:
Power-pack faulty from new and makes a high pitch noise when connected to mains. No way to contact Dell technical support for this machine so my online account says. Customer support emails ignored over last week.
Conclusion: I will not be buying from Dell from now and I will certainly not miss their inept and commission hungry Indian operated Sales, Support & Technical. I'm done with Dell!
I bought a XPS 17 Laptop back in October of 2011. Which at first was delayed by two weeks (total three weeks to deliver). The Laptop worked fro about three months no problem. After this my laptop suffered a HD failure and needed to be replaced.
After a couple of phone calls where I informed them the HD had failed the decided that I was correct and sent out a Tech to replace the faulty HD...
This is where the issues got worse! I must of spent 100+ hours on the phone speaking to techs getting the drivers sorted... week by week more errors and blue screens kept popping up. On asking to return the laptop for replacement or refund the tech support team told me "we don't do that sir it defeats the purpose of us being here"???.. no lie they actually said that? Even when the pc wont work? I had to endure over three months of calls to a support centre in India I believe until thankfully one of the more intelligent employees decided yes maybe there is something wrong with your £1200 laptop!
I returned the laptop and figured that this was a one off so ordered the replacement after a promise of a refund... THEN: The delivery of the new laptop was delayed by 3 weeks..... Then they took almost two weeks to issue a refund!!?? after a promse of four days?? The account manager that took my new order never replies to emails and all this has been going on now for almost four months now...
You would have thought that Dell would see that this is maybe a special case and do there best to help a customer to restore his/her faith in the company..... No chance of that happening!
All round a poor service from beginning to end with sales, customer service, delivery and refunds. I wish I hadn't been so stupid and ordered another pc from them, more fool me!
Edit: And one last thing don't believe the warranty promise to send someone out to collect your computer to take it to a service centre in a few days, I was never offered this service after the hard drive was replaced...
EDIT: So today the replacement finally arrived (four months after issues began).. And all seems ok, and offered extra 10% discount for inconvenience (has to be approved) fingers crossed they have redeemed themselves.
cena found this review useful
This company is very good at taking your money and charging for expensive guarantees but then all you get is indian call centres who can only operate from a script. You end up getting so fustrated you end up hanging up as you just dont get anywhere.
I would advise you never to buy a Dell Computer its just not worth it.
Dell are just not what they used to be. Once upon a time their PCs were good quality sturdy units you can rely on and now I worry about the units crashing within days of the warranty expiring, which has happened to me 2 times now!
Matthew Barber found this review useful
Whenever I think of getting a new computer I always think of Dell first as I have always liked their products and unlike some other companies they actually send you the Windows disk which can be crucial if something ever goes wrong (which in my case it usually does!)
Most of the computers I have bought from them always had a factory image in the back-up software which is basically click and go to restore your computer to factory settings. The only downside is not all the drivers are pre-installed so it can take some search engine looking to find the drivers that you need.
I would always recommend people to look at a Dell first if they are considering buying a computer or laptop.
I have bought two systems from DELL over the years and they were poor performers compared to other systems, but each time I needed service from a system failure including a known hard disk failure fault which DELL built into one (Laptop) of my sytems. Despite the fact that DELL had been aware of the high failure rate, they still used the component. Whenit went wrong DELL fobbed me off with excuses and they left me high and dry and a bigt bill.
I would not buy again from DELL again if they were the last compter company on the planet. The next system I bought was not from DELL and the service has been excellent and far better performance.
Dont buy a dell laptop - our power supply went faulty (out of warranty) - we tried to order a new power supply and we spent hours on the phone with Dell speaking to their rep's who could not speak correct english. It took Dell 4 times to send us the correct adaptor we needed and it cost us over £60 + a phone bill of over £15... Not impressed.
I bought a DELL computer most of the time is frozen, dont open links and takes long time to open or download a page. It is a nightmare. It maybe the case only on this computer however the impression I get from it its that I will NEVER EVER buy another DELL.
It has been 11 months since I bought it and I have to buy a new computer. This time an Apple I dont want surprises.
I don't know how a company like Dell can continue running their business with their current customer support base.
Their hardware is okay, far from the best out there, but does the job... until some hidden self-destruct mechanism goes off after a predetermined time (that's my belief anyway).
I had a laptop for about three years before it kicked the bucket, and, to my surprise, I had forgotten about the warranty that I had with it. It was actually due to run out about a month after the time of the laptop dying.
Called up support, was redirected to India and was put on the line with totally unhelpful staff that I couldn't understand, and who probably couldn't understand me. If you think it's as simple as saying "My laptop is broken, and the warranty covers it, please come and send assistance" then think again. After hours of multiple calls - each new call starting the whole process over again - I was getting nowhere.
First off, they don't believe you. They tried to diagnose my near dead laptop over the phone, which was an absolute nightmare. I managed to somehow spark some life into it and go through a few BIOS checks over the phone with Dell. The results of that? Inconclusive, but they "suspected" different problems.
I had to get a family member braver than I to shout down the phone at them to send an engineer out. On and on this went, and then they finally did their job, sent an engineer out who didn't have the proper equipment. On the phone again, they send another engineer who actually fixes the laptop. Woo!
Then the laptop dies of the same problem two months later.
To summarise: AVOID DELL IF YOU VALUE YOUR SANITY.
My Partner had a Dell Laptop, it was the worst one he has ever had, he spent weeks on the phone to them, and them to him, sometimes for hours on end, and to no avail the problems just couldn't be resolved, it wasn't a cheap laptop, he ordered it on line, and configured it to his personal spec, but in the end after 6 months he ended up sending it back for them to sort it out and when it came back exactly the same, he gave up and purchased another make, I can say the replacement Sony has been no trouble at all.
I have had Dell equipment in the work place and they have always had lots of probllems, not worth the money, or the time you spend sorting out the problems
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