Is Dell Customer Service Good? 2018 Rating

  • MORE

You can get tech support for your Dell laptop from a wide variety of sources, including web resources, phone, live chat, Twitter and Facebook. In our tests, all of these media provided accurate, timely answers. However, I was most impressed with the phone and live chat, where, after our initial call was completed, we were given an email address where we could contact the same technician again for other issues.

Dell Tech Support
Overall Web Score Phone Score Avg Call Time Phone Number Web Support
90/100 52/60 38/40 46:06 800-624-9897 Link
Phone Hours (ET): 24/7

To test Dell's customer service, I used two different laptops: an Inspiron 11 3000 2-in-1 and an Inspiron 15 5000. In addition to our standard questions about how to set up Cortana and how to protect my computer from Spectre and Meltdown, I asked Dell how to adjust the color temperature on the Inspiron 15.

Whichever method I used to contact Dell, I was always asked for my laptop's unique service tag ID number, which the company uses to track your history of support requests. It makes sense that the company would want to know exactly who is contacting them and what model the users have. But I felt a little awkward when I fired off a quick Tweet, expecting a brief response and instead got a call from my personal support guru in India several hours later.

Phone Support

Dell doesn't make it easy to find the consumer support number on the company website (you have to click at least four times from the support home page), but once you dial it, you don't have to wait long to be connected. On none of the three support calls I made — two during the day and one at night — did I have to spend any time on hold. I did have to respond to an automated voice prompt that asked for my service tag and what my problem was, but after that, I got a human right away.

On my first call, I was connected to Zohan in India, and I asked him my question about protecting against Spectre and Meltdown. He gave me a brief, but incorrect answer, telling me that because my computer had Windows 10's built-in Windows Defender antivirus app, I was already safe from these security vulnerabilities. While having good security software helps, Windows Update and BIOS updates provide the best way to secure your system. The call lasted just 7 minutes and 28 seconds.


On my second call, which took place at night, I was connected to Vishal in India, and I asked him how to set up Cortana and have it respond to "Hey, Cortana." After he had me install the DellConnect remote-access software, he took over my computer and worked with me to set up Cortana within a few minutes.

However, the Inspiron 11 3000 2-in-1 was so slow that even clicking in the Cortana box made the computer freeze. I suggested that maybe our connection was just slow and that I would try it again later, but he was insistent that we needed to reset my computer to factory settings in order to get it working well. He then walked me through the process of resetting Windows, which took well over an hour with all the reboots and updates. Since most of that time involved just sitting there and watching the screen without doing anything, I offered to hang up and call him back later, but he insisted on staying on the line with me throughout the whole process.

While I was skeptical about the need to reset the computer, it turned out that Vishal was right. The Inspiron was much faster, and I was able to use Cortana, after we completed the rest. The call lasted an hour and 41 minutes in total. At the end, Vishal told me that he would continue to be available to me directly if I had any problems in the future, and he sent me a follow-up email with a specific email address that I could use to reach him directly. I was eager to hang up, but he was insistent that I make sure I had received his email before we could end the call.

On my third call, I reached Raini in the Philippines and asked her how to change the color temperature on the Inspiron 15 5000's screen, because everything was tinted a little reddish. She also took over my computer via the Dell Connect app. I was hoping she would use the preloaded Dell True Color app to make the screen a little less red, but after a few minutes of exploring the menus on my computer, she found a similar group of color settings in the Intel HD Graphics control panel. Like Vishal, Raini offered to answer any other queries via email. My call with her lasted 29 minutes and 17 seconds.

Web and Social Support

Dell's website provides a solid mix of well-organized support articles. My initial question about how to protect my computer from the Spectre and Meltdown vulnerabilities was answered before I even had a chance to search. Dell has a prominent link to an article about Spectre and Meltdown at the top of the support home page.

After entering my laptop's service tag ID, I was presented with a menu of choices specifically for my model of computer. There are tabs for drivers you can download, instruction manuals, accessories and support articles. I clicked on the support articles tab, which revealed a list of commonly used how-tos and troubleshooting guides.


I didn't see an article on Cortana or on changing the color temperature on my list of Inspiron 15 5000 topics, so I entered those queries in the website's search box. When I searched for Cortana, the top result was a helpful Dell video that showed how to enable "Hey, Cortana" on any Windows 10 computer. Unfortunately, I couldn't find an article on adjusting the color temperature, no matter what search term I tried: "reddish screen," "color settings" and "color temperature," among others. Even searching for "Dell True Color," the utility software that changes the setting, yielded no results.

If you want live help but don't like talking on the phone, Dell also provides a live web-chat option. A few seconds after hitting the chat button, I was connected with Waheed, and I asked him how to protect my computer from Spectre and Meltdown. After a few minutes of radio silence, he sent me a message with a link to Dell's detailed article about the security vulnerabilities.

I thanked him and thought that this would be the end of the conversation, but Waheed asked if he could take control of my computer to run a hardware scan and make sure that I had all the latest security updates. I allowed him to do that, and he took another half an hour or so to complete the task. At the end, he offered to send me an email with his email address so that I could follow up with him directly if I had any support issues in the future.

Dell answers questions via social media if you tweet @DellCares or send a DM to Dell's Facebook account. The company was ready to help, but on both platforms, representatives nudged me to provide my laptop's unique service tag ID.

When I tweeted a question about getting Cortana to recognize "Hey, Cortana," I received a message 30 minutes later from @DellCares, with a link to a support page on Microsoft. This page talked about how to improve the digital assistant's speech-recognition capability.

The Twitter account also asked me for my service tag, and a few hours after I tweeted it back at them, I got a phone call from Vishal. He asked me why I had opened up a "support ticket" about the same question he'd helped me with a couple of days before. When I said that I must have sent the Tweet in error and that he could close the ticket, he insisted that I talk to his boss, who asked me if I was happy with their service before letting me go. As a tester, I felt weird about getting called out like that, but regular consumers may appreciate this kind of personal follow-through.

Using another account, I tweeted a question about changing the color temperature on the Inspiron 15 5000, and @DellCares refused to answer my question until I sent in my service tag ID. Since Raini would probably have just called me and asked why I had the same problem she'd already solved, I gave up on asking that question via Twitter.

I sent a direct message to Dell's Facebook page, asking how to protect my computer from Spectre and Meltdown. About 3 hours later, I got back a detailed response, advising me to make sure that my laptop had all the latest Windows and antivirus updates and sharing a link to Dell's thorough article on the topic. The company also asked for my service tag several times, even sending me messages a few days later to follow up.

Warranty

Dell backs all of its laptops with a standard one-year warranty, under which the company pays for both inbound and return shipping if you need to send a product in for service. Upgrading parts such as your memory or storage does not void the warranty.

The company offers a wide variety of warranty and support upgrades. You can pay extra to extend the warranty for up to three additional years and you can add accidental-damage protection. The company also has two levels of added support that you can pay extra to get. Available for XPS, Inspiron and Alienware systems, Dell Premium Support features onsite service, support while you travel abroad, and software that automatically detects problems and troubleshoots them immediately. Dell Premium Support Plus has all the same features but adds expert help for non-Dell issues such as setting up your network, editing photos or backing up your data.

Bottom Line

With its fast and accurate answers, wide variety of contact methods, and personalized support techs, Dell's customer service is truly top-notch. Some users may be put off by the support techs' aggressive approach — calling you to follow up on Tweets you sent, logging in to check on your computer when just sending a support article would have sufficed or sending you follow-up emails — but the company is bending over backward to help. While there's room for improvement in Dell's selection of web-support articles (I couldn't find one on changing the color temperature), this is one of the best companies for tech support we tested.

 

Tech Support Showdown

 
Author Bio
Avram Piltch
Avram Piltch, LAPTOP Online Editorial Director
The official Geeks Geek, as his weekly column is titled, Avram Piltch has guided the editorial and production of Laptopmag.com since 2007. With his technical knowledge and passion for testing, Avram programmed several of LAPTOP's real-world benchmarks, including the LAPTOP Battery Test. He holds a master’s degree in English from NYU.
Avram Piltch, LAPTOP Online Editorial Director on
Add a comment
58 comments
  • Michael Says:

    Agreed. This is a complete advertisement. And literally full of falsehoods to anyone who has actually dealt with Dell customer care. I will not rehash my issues with a brand new AW 15r4 but suffice it to say you should pray you have no issues for which you need to call in. It's a round robin of transfers just like Thomas has mentioned below. Good luck.

  • Thomas Says:

    Definitely this is advertorial!
    this article is praising different ways of reaching Dell, however what really matters is how (un)efficient they are.
    Unfortunately for them (Dell) internet is full of reviews and posts telling how Dell is treating customers who are facing issues with their products and service.
    Is the same pattern regardless from which country you are. They (Dell) almost never respond to emails, never keep deadlines, pretend to call you back - they call in hours that you most likely want be able to respond or disconnect after 2 rings, before you have chance to pick up the phone. They using social media to send the same message which usually is that "they did not hear from the local team and will update you within 48 hours..."
    If someone is persistent, and trying to chase them (yes they know that you will eventually give up) all that will be happening is that Dell each time will "review" the case and then inform you that representative send you a message, which usually is an update that they have not get any update from the "local team" or they had an error or they are on the leave etc.
    My case is 8 month old, all I am getting is "updates" via social media saying just that. The "local team" is not contacting me at all, and "social media specialist" actually do nothing other then respond to public posts, so the response time looks quick, however they have no influence on anything that is related to the case.
    They use terms like specialist,team, etc. very general and they will not share manager details or contact if you like to speak to them directly, so technically you don't know who and if any is really working on your case.
    this pattern is obvious, and despite so many stories posted around the internet and people being "abused" by Dell and asking desperately for help, there is no way to get the help. Yet, Dell continues is practise....
    Wonder when and how this will stop?

  • Colomn Says:

    I was about to buy an Inspiron 3000 laptop. I got in contact with the pre sales dpt to get some more information. They sent me a quote without applying the relevant discount because the 'discount team ' was in a meeting. I asked for another quote , which was never sent to me. So I ordered online. I received the laptop, but after some more awful experience with the support I decided to return and logged cases on their website. Nothing happened , because all my logged cases were closed without any action. I contacted them by phone and chat . They were were rude and ill-mannered . ASfterall 2 agents are working on my case - lets wait and see They need to be trained on how to behave correctly with customers . If the senior management of Dell gets to read this please TRAIN

  • RussJ Says:

    My guess is that either Dell knew you were a consumer tester or you were paid to write the article. Dell Customer service is unresponsive - they never follow through with what they promise. They are about as far from "top-notch" as it is possible to be!

  • Linda Says:

    I order a touchscreen laptop got non touch. Ok Michael Dell i was on the phone for almost 3hour just with customer service they kept sending to difference people each one would ask me if I was in the United States. I think if u going to keep me on hold for a long time u would be telling that person why I am calling . I worked in customer service for 10 year. If I sent people to some one else to complete my easy complaint. (Accepting my complaint because you didn't send me what I ask for and change it for a different style . Finally i got to a person that transfer me to a person that help me with a return number to take ups now I order a all in one with a tough and larger screen i am 65 with eye problems. The person I order from dell financial department. They help me fast her name was Arians and someone else that was her back up. Now I am just waiting on the return to complete so they can ship it out.that was Friday now Monday i call customer service yes they was open. But problem again. They couldn't find my name or address. Called to find out if I would still get my discount because it is memorial day discount and it wasn't my fault it went back.Michael Dell please read and change your customer service ways. My first computer was 15 years ago.

  • Sarker Says:

    Dell have suck customer service. I am never going buy from Dell in Future

  • Satari Says:

    Is Dell customer service good? My experience is that Dell customer service lost Dell over $1,700, which seriously disappointed me as a customer, wasted a lot of my time, frightened me that my credit card had been invaded or my identity had been stolen (which thankfully was not the case), and left me afraid to trust Dell. This was a year and a half ago in 2016 on Black Friday/Cyber Monday, when I purchased a Dell Computer (XPS) by phone with my credit card and got a delivery date within a couple of days. I was so excited, since I had not had a new computer for a long time. When I did not receive my invoice, I phoned Dell. I spoke to many people in three countries for half of two days to no avail. I was on a revolving circuit from sales to customer service and back. When I finally got a phone number for a supervisor, no one ever answered. There was no record of my purchase, no charge on my credit card, and my computer never arrived. I would have contacted Michael Dell, but try as I might, I could not find contact information for him. Since Dell customer service is this bad when I want to buy, how could I trust it when I need help? This is really sad, since my very, very old Dell computer was excellent.

  • Roger Says:

    I already knew, when I bought my extended warranty and Premium Service package from Dell, that it amounted to grossly overpriced insurance, but I figured they would at least keep me covered if I did had problems. Not so. When my monitor freaked out, I endured ten long fruitless sessions on-line with Dell tech support before I demanded the on-site assistance I had paid for. "Of course Sir, but policy requires that we first re-image your computer." Digital hari kari - but I had no choice. That didn't fix the problem. The technician - the eleventh I'd spoken with - then figured out that the computer had shipped with the wrong monitor cable. He asked if I'd like to buy one - because the problem wasn't covered by the warranty.

  • Jim Elliott Says:

    Could Dell be running 2nds on people w/o telling? And unknowingly the customer would be paying an overprice for premium support instead of extras. I had hard drive issues 2 weeks after starting use. They have given me all kinds of useless emails and promises to stay abreast but I end up doing the essential work without any compensation. Because I didn't use the xps8900 until 10 weeks after I bought it.

  • john michael howard Says:

    I,m trying to get protection for my printer& computer since leaving HP

  • pamfarnsworth Says:

    NEED HELP, PLEASE, sERVER PROCESS CANNOT START CONFIGURED IS INCORRECT. if yo would call me please on my homephone. my laptop is goofy. .

  • Tobias Says:

    I bought the brand new XPS 13 with Ubuntu. Arrived with dead Motherboard, took one week for a tech to show up. Replaced it, still didn't work. I can't boot and my wireless card is broken. Needs another fix. They sad I should reinstall Ubuntu, they tried to "help" me on the phone. No success with them. After two hours on my own I was able to install it. Added Ext4 partition and Swap partition on my own, the problem was with the /dev/nvme. They even said I should install Linux Mint or buy a Windows license.
    They refuse to send me a new one. I should buy one in the store and send the current XPS back, for 120€ more than I paid two weeks ago.
    Worst customer experience I ever had in my whole life!

  • Jordi Says:

    I bought a new expensive xps laptop from dell. The motherboard is defect and has to be fixed. They didn't only refuse to send me a new laptop but also let me wait now already for four months to fix my motherboard. Their service is horrible. Not knowing anything about how to keep a client satisfied. I'm not buying any products of Dell anymore because if you're unlucky and get a bad model, they even won't do anything for you

  • Doug Couvillion Says:

    We purchased 3 Dell Latitude 5550's for our business. About 6 months later the Enter key on one of the keyboards popped off. This is for a laptop that sits on a desk 24/7. It's not traveling and has been lightly used. Dell refused to fix the keyboard under warranty saying keys popping off are caused by customers and are not a defect! I spent about 90 minutes on the phone and spoke with 8 different people before I finally gave up. In my opinion if they can't design a keyboard that will last 6 months under normal conditions that sounds like a defect. What's the point of a warranty if it doesn't cover things breaking?

    My only options now are to send it back to them for repair, which will cost $159 and means my employee won't have a computer for a month, or to have an onsite repair done which will take a week and cost $258. I guess in this case Dell won the battle but lost the war because I'm planning to take our business elsewhere for our next set of laptops.

  • Awful Laptop Says:

    The first day I got my Dell Precision 3510 which is hella expensive and not so great specs and it already has faulty battery issue.
    A few days later it couldn't come out from hibernation and has start up problem.
    Went to their website to file a support request and the system couldn't process it(After nth times of attempt). Had to call different departments and wasted 2 hours of my time just to diagnose the laptop and they couldn't find the problem. Currently waiting for the technician to come over to fix the problem.
    No more Dell for me. Bad quality.

  • Steve Lee Says:

    Dell's customer service sucks. Half the time you can't even understand their English. The other half of the time they don't solve any problem at all. No more Dell purchase for me.

  • Benjamin Says:

    Purchased the Dell Inspiron 1500 and had issues immediately. List of issues:
    - Charging ( Battery would not charge even when plugged in)
    - Freezing going to grey or black screen
    - Error msg causing a restart every 15-20 minutes for no apparent reason
    I am a business owner and had my IT department attempt to work out these issues but were unable to do so. My next step was to call Dell support.
    I ran a few reports with the technical support and they could not find the issue. The next step would have been to send my computer in via mail and wait a month for them to return it. As mentioned previously I am a business owner and need a computer to operate. At this point I believe purchasing another computer from a company other then Dell is my best option.
    I would also like to mention that during these discussions with Dell my phone call was disconnected multiple times. This was very frustrating considering the time spent after each dropped call going through their que system to speak to a representative again.
    I am not one to write complaints and or give bad reviews. But the frustration I have felt over the
    e past few months merits my review.

  • Very Angry Says:

    Did Dell pay you ????
    Dell service sucks big-time...
    want to waste your time waiting days for a repair request get a Dell, want to work with your computers buy anything else....

  • Kendon Bell Says:

    Have been on the phone with Dell premium support for 40 minutes now. This is not at all an experience I am happy to have paid for. I'm just looking for a part...

  • Fare-thee-well Dell Says:

    Against my inner judgment, I bought a Dell Inspiron based on the assurance by sales rep that Dell had worked out many of its problems as to product and tech support. A year later, my Inspiron became buggy and stopped loading Windows 10. I called tech support and was immediately patched to a person in India, who tried to help. The other negative reviews on this site basically tells the same story. The tech helper was not only difficult to understand, but when I asked him to repeat himself, he sounded overly patronizing as to how he will correct the problem. All of his suggestions were for obvious fixes that can be found online. They also didn't work when we tried them so the Indian fellow quietly hung up the phone and left me momentarily thinking he was still there. As of this moment, my Inspiron is in the repair shop. The computer guy opened the case and immediately asked if someone else had changed out the components! Why? Right now it looks as though Dell had put an older Inspiron computer inside one of its "newer" models.

  • NeverBuyDellAgain Says:

    Do not buy Dell if you travel abroad.
    Dell as most US based company do not give a s$#t about worldwide service.
    Try you cannot even contact Dell International only if you are a US citizen and you are located there too.
    I purchased a 2-in-1 with 3 years of "next business day" warranty which day passed about 5 months ago.
    The technical problem was "taken care" by the Israeli Dell representative so after ruining the laptop I have to organize the swap with them too. Meantime I travelled to Belgium, England and South Africa too, but I have to deal with the slightly retarded Israeli tech-support and they have an issue understanding why I won't accept half the resolution, RAM and warranty compared to the one I paid for.
    I had Dell computers in the past but after 5 months to get my laptop or money back, I get back to a different brand. Gave up on them.
    I will spend my time blogging about this issue and raise awareness how bad this company is.
    If any Dell worker ever reads it, here is an official SWAP DPS 25319257672

  • OBXconsumer Says:

    Dell is a horrible company. It is like Ponzi scheme - they sell stuff and fight with you when it does not work and pay employees to put good ratings on the internet. They are like the insurance companies that deny all claims until you literally have to get a lawyer and sue them. Mailing computers is stupid anyway, because they get shaken up and thrown around. It is time US Citizens stood up for themselves and use their hard earned money to buy well made computers that actually last for years. Also, the software and hardware changes all the time and we are supposed to buy new stuff constantly, we are all going broke and filling the landfills. I hate dell. They ripped me off with a lemon I paid $1,577 dollars for and it has never worked for more than a few months at a time. Buyer Beware!!!! They expect you to pay, pay, pay for warranties, etc. and the machines are designed to fail. If you get one that actually works, it was an accident. The people in India never contact supervisors – they put the phone down and say the same thing – I just checked and I am sorry but there is nothing we can do – or they say they will submit the complaint and someone will call you and when they call back, it is just the same person saying I just checked and I am sorry but there is nothing we can do.

  • Aditya Vyas Says:

    Service provided after sales in India is very bad and quality of products are worst third class level they are charging us alot of money like they are carrying brand name but Dell is now not making quality products from day first I am facing issue with laptop.

    Not worth for money.

  • Nadine Says:

    I have had terrible experience with Dell. My company bought me a Latitude E5450/5450 one year ago. The motherboard had gone (Dell fixed reasonable quickly); the hard drive went this week (Dell send a blank hard drive and the recovery key isn't working); I extended my warranty (money taken from my card; confirmation email received, web site says warranty has expired) - tech support has ranged from OK to useless depending on who answers ... not happy, definitely won't buy another Dell laptop and will tell as many people as I can not to

  • Melanie Says:

    Worst customer support experience I have ever received. They did not help me with my computer one bit and then once I proceeded to ask for a way to send in my broken computer for them to fix it, they still continued to get me to fix it myself. This is the 6th time that I have had to have the exact same problem fixed. No one, even the manager, seemed to be concerned with helping me send in my system to be fixed. This is completely unacceptable for a company such as Dell and I will not be staying with them.

  • suzanne Says:

    Extremely bad experience with Dell XPS 13. Notebook was less than 1 day old, it made me feel like opening up a bag of worms. I had problems of flickering screen and my screen keeps going blank intermittently (along with a loud continual sound as if the fan had jammed) and I had to force shutdown. I attempted to do some troubleshooting based on online reading and found out that it seems to be a common problem encountered by others. So I tried reinstalling the display driver, hoping that it was just a minor glitch in the software but issue wasn't resolved.

    So I called dell support and they first claimed that it has to be the problem with the windows system. But I had reinstalled my driver. Hence, they sent an engineer to replace the motherboard. It didn't work! They even called me to ask for customer feedback on the on-site service. Like seriously?! the problem is still not resolved and you're asking me for feedback?

    Following that, they then tried to do remote access to reformat my computer and hell, it made my computer worse. During the remote access, my notebook crashed again. The tech clearly didn't know what better wat to solve it so asked me to try and force shut down. and left me to reformat the system. This definitely is not the kind of experience i would've paid for. Feeling unjust and utterly disappointed with my choice of laptop, I requested for a 1-1 exchange but was told that it will take at least a month and is subjected to approval. And refund is not possible.

    this is such a terrible experience. I seriously believe that consumers should not have to be put through such a long haul process of troubleshooting and negotiating for an exchange when the problem clearly lies with the notebook (be it hardware of software). Coupled with the fact that it is a brand new computer and after a few failed attempts of identifying the problem. i believe that it will take more than a few times of trial and error to fix the problem. The laptop should be collected back to diagnose the issue. Consumer should not have to bear with the consequences of this problem. 1-1 exchange should be a given.

    I have feedback my experience with dell via email but they have yet to respond to my email. I have had problems wth my laptop previously (mac) but have been way better customer service than this.

    I hope you guys out there reconsider getting Dell products but don't just base it on my reviews. you might think that i might just be the unlucky one, but think about it, if you ever encounter problems with your com, would you want to go through the same lengthy process?

  • dellrobedme Says:

    May 11 I was trying to render a video while I was at work and when I came home my computer had no internet access. At first I thought it was my router but after some diagnosis I determined it was the driver for the wifi adapter. With some trouble shooting I was able to get it working but that only lasted till the 13th.

    My brother suggested we try to reinstall the driver, update it and try a different one this didn't work. May 16th I spent two hours on the phone with dell 'customer support' the first one I talked to hung up on me. The next one sent me a email so any follow up could be easily. I was moved to hardware then software and told the one year warranty on my computer did not include software; which is the problem.

    Because I could not connect to the internet the troubleshooting and remote assistance could not solve the problem or very much determine the problem. At one point the person in India on the phone told me to uninstall the driver and then try to open a web page. Needless to say I attempted to get a answer as to why he thought that would work, with no driver how could something run at all? Yeah. It makes me laugh when someone says 'I think it's your router,' when no settings have been changed on anything, something stops working and 4 other things still are. Whatever.

    Two hours later, 8 people, un-known how many departments spoken with; mentioning… I told one of them to tell the next person he sent me to, who I was and why I was calling before he sent me anywhere. He said yes and the next voice I heard said 'how can I help you?' I was mad. Then I told him why I was calling and asked if he could help me with it; because at this point I want a refund. Its under warranty and they can't fix it. Anyway this guy told me he did not know what he could help me with until I gave him my name and service tag or support number.

    It is a simple question is this your department or not, was I sent to the right person yes or no? 'Name and service tag.' So much for tell them why I am calling. My brother talked to him and the next one before I hung up very angry.

    I had forgotten and sent a email to the first one the next day, Tuesday, saying how upset and unhelpful the whole thing had been. This guy spends the next week telling me he can do this and issue me a replacement in his department but to inquire about a refund I need to call this number. And every day for the next week I shove it in his face how he was telling me every day he could do this for me but for some reason was not doing anything for me. And I am not spending another 2 hours on the phone to be passed from person to person again he should send a message to whoever is at the other end of the number and tell them to refund me. So a week went by.

    Then he send a message to his boss; who after a day handed it off to his assistant or something… this is the 26th now. I had to explain what was happening and what I wanted again. And then a message was sent to a higher authority and something would happen in 24-48 hours this had the highest priority attached to it. Monday would have been May 30th I said that was five days ago and nothing has happened.

    Well she tells me that she will send it again. It was April 2nd or 3rd I got out of work to a voice mail very poor quality says some numbers and takes so long to ramble in whatever language they talk in India that the recording cuts off probably half of the speech. So I sent another email to whoever I can wondering why I am getting a call from them, I think it was them, after I have said that I was not talking to anyone outside of America and I am not available by phone most of the time either and spouting words I can't understand does not do anything.

    April 3rd direct from the email, 'Your case have been handled now by our Escalations Team. Thanks.' I had to explain again who leaving an incomprehensible message handles anything. And that has been forwarded to the escalations team, yet again. It's now the 6th.

    In 4 days a full 31 days, a month will have passed. They have 1,400 of my dollars and I have equipment that is worthless because even the Ethernet will not work for internet connection. I was told twice it will be sent to a higher authority, and twice it will be sent on with the highest priority; and once that it has been handled… without any sort of resolution or information forth coming to me that is. So do you want to buy Dell? I don't.

    June 7, Dell | Advanced Resolution Group member emailed this to me; "please do explain the exact issue with the computer so that we can offer a fix to ensure you have a working computer. We expect your response and cooperation." This is funny because I want some cooperation from them but I replied:

    I do not want to return it I want a refund. I want my money back. A refund is where you give me the money I paid for a thing back to me because it does not work and it is under warranty.
    That said let me give you this number: Dell Service Request <<##>>

    That said let me recap for you. The software that makes my computer connect to the internet does not work. The driver for the wifi adapter no longer functions. My computer cannot connect to the World Wide Web at all and no update, no reinstall, no other compatible software can make it work.

    I have a computer that cannot connect to the internet which makes it useless and it cannot be fixed so I want my money refunded, returned, back. I do not know how much clearer I can be.

    I was told a replacement was possible send me one so I can sell it and get my money out of it. Do something. You have two options.

    That said; take one of the two options given to you, refund or replace it. If you do not I will post this review on every website I can find that offers a review for Dell, and I will also send a copy to every news agency I can find a number for and let every man, woman and child who reads reviews and watches the news know that Dell computers inc robed me of 1,500 dollars. Not only did they rob me they refused to do anything to rectify the problem. I will also include a transcript, a record of all correspondents, every email I received along with the review with dates so the world can see how slow to take action dell was and how un-useful that action was.

    I am not kidding and if you don't understand get someone who speaks English to have a look at this:

    I included a copy of this review in the email and the next day, today, I received nothing in the way of a reply; nothing at all from Dell.

  • AwfulDellSupport Says:

    dellsucker hit the nail on the head. I called in 6 times over 4 hours for a BASIC system restore ISO download. They directed me to download it, I did, ran it, and it said corrupted data. Downloaded 3 more times, each time all got the same error. 3 calls put me on hold for 20+ mins then just hung up on me. Others gave me the run around and stopped responding. Others gave me guesses which I knew wouldn't work, so I asked them if they had done it before, "of course," he replied, so I followed his instructions and sure enough, that didn't work. I've been in tech support for 20+ years and only call when I absolutely have to. I can honestly say that the only thing dell phone support is any good for is sending replacement parts. That's about the extent of the support staff's training. Absolutely worthless from a troubleshooting perspective.

  • dellsucker Says:

    the number of complaints are a joke. who can you tell about the poor dell tech support you can not get in touch with U.S.tech because you have no number to reach anyone you are transferd to inda if you try to call anyone. So you are just telling dell tech.support about tech. support problems. They are not concered they know you can not talk to any one else but them.

  • Paul C Says:

    I bought a high end alienware for my son. it will bluescreen up to 40 times per day. support blamed Win 10. The diag tools pointed at memory issues, they sent one memory SIMM. it did not fix the problem. I went out and bought GSKILL memory for it and still constant bluescreens. It's obviously a main board problem but Dell support says its a RAM issue. We've been playing this dance with them for 9 months!!! The $2600 laptop is useless. Really Michael Dell? This is what your company has come to?

  • Shanti P Chakravarty Says:

    Technical support on the telephone is good. My problem is that I required visit by an engineer. I have a premium servce contract, next day visit, as an institutional user. This contract is not fit for purpose. The first time, the engineer did not arrive for weeks. The repair service is outsourced to a company which does not carry stock. Promise of obtaining stock within five days is unreliable. Weeks later, the parts rrived and the engineer came to fit them. They turned out to be defective, and the engineere was embarrassed. I was offered a replacement new tablet which arrived some weeks later. It worked fine for 6 weeks before packing up. Technical services on the telephone identified the prpblem as requring a new charger and motherboard. The service engineer, who was due to arrive yesterday telephoned to say that the parts will be procured in five days.

  • sanjay Says:

    i purchased dell laptop in oct ..after 6 mnths i got office prob recovery prob and usage very rarely twice in month under warranty i registerd complaint but till nobody came to recieve complaint ...very very bad service

  • jeffman Says:

    some of the Dells third-party technical support companies are the most horrible in the world that I've ever seen their pushy rude when you say something they don't like they'll hang up on you very very unprofessional, unskilled probably teenagers that don't know what they're doing

  • denise Says:

    dell is the worst technical support. I'm calling them because my laptop won't turn on. they were more worried about making sure I was up to date on everything. and I am. but would not help me. I am disappointed

  • Bella B Says:

    Dell computer suck and so does their service. Like someone who previously posted, my computer was worked on by different techs. One tech actually took my computer home and it took a week to get it back and numerous phone calls(of course he never answered). When I finally get it back, the computer case had been switched as mine had a silver logo on the cover and the one he returned had a black logo. My service tag was also missing from the bottom of the case. When I called dell for the upteenth time,the tech has his nerve to say it's my fault for letting him take it home because it's against their policy. So how the f&$k am I supposed to know that??? 2 computers later, 3 home service calls in which the changed the keyboard twice, the screen twice, the hard drive, LAN card, twice being sent to dell techs, they finally decide to replace it with a refurbished piece of shit that is not working properly to this day, one year later. They were supposed to transfer my warranty to this computer and every time I call I get the same excuse, "sorry the dept that takes care of the warranty has left for the day. I will leave them a message to call you." To date, 4 months since, I still haven't received a call. So anyone considering buying a dell Inspiron 2 in 1 tablet, think twice. There's a major issue with the screen connections that messes up whatever you r doing at the moment, you get these round circles going up and down your screen, the keyboard freezes, you can't close apps....it's ridiculous. I actually took a video of what happens and still they think I'm making this shit up. I hope they go out of business because they give the label "made in the USA" a bad name.

  • Steve Says:

    Dell Premier Support is a Joke!

    Did the online chat, had two techs tell me the were the wrong ones to help, sent me back into the same que and am still waiting for the 3rd tech to come online. Total wasted time so far with no resolution... +2.5 hours.
    The original issue would take 5 minutes to resolve. Bad Battery, under warranty.
    I have been doing Computer Support for 25 years, this is the worst I have seen from Dell and have worked with them for years. I would recommend HP over Dell at this point, maybe even Lenovo......

  • virginia curry Says:

    I used to be loyal to dell but even now the premium support I paid the price of my laptop for is utterly worthless. All I get are Indian men who talk down to me like I'm a lower caste female and who indulge in double talk citing "policy" I accepted when I purchased the computer and the alleged premium support. Dell sucks. I will never buy another dell product. It isn't American. They do not honor product warranty. My laptop literally came apart in two pieces it's supposed to be a computer folding into a tablet. Now they have sent guys out to service this thing each one says the guy before has fucked up my system. Since they have already replaced the system once, they refuse to do so again. I'm thinking I hot someone else's used lemon system and that is not what I purchased. I purchased new directly from dell. I've already told Indian guy who refuses to give his name or employee Id number I will take this computer out and put it out of its misery and mine with some well placed rifle rounds and place on youtube.

  • Karen Says:

    Lots of problems with automated system.
    Didn't recognize the express service number
    even though it was correct. Bounced to me to a customer service representative who told me in the future I needed to call the number I just called (the number currently displayed on the phone). Extremely frustrating!!!!!

  • Chace Elliott Says:

    I would be really curious to see how your experience changes when reaching out to Dell's premium support department (ProSupport).

  • chris Says:

    I have a Dell LATITUDE D600. it had a virus I had cleaned it now it won't load up without a ADMINISTER password. does anyone know how too fix it

  • Gerald Rardin Says:

    I have been getting my Dell laptop, which I love, a block telling me to call 866-851-7280 or go to support.micorsoft.com.
    It stops me from what I am doing How do I stop this thing?

  • evelyn Says:

    I brought my grandson a laptop for xmas that we just opened and he put a password on there and I am locked out can you assist

  • Randy Says:

    ***Buyer Beware****

    I had ordered Alienware Steam Machine online with the free upgrade to an I5 processor for my son on Dec 15, 2015 as a Christmas present. I placed the order and received a confirmation email stating the order was placed and went into production. I let my son know it would not be here for Christmas as the CS department at Dell had told me it would ship between Christmas and New Years.

    On Christmas Eve I called the CS department at Dell to check on the order and was told then that there were parts on the order that were delayed and the system would not be shipping until the New Year. I asked to speak to a Manager and was told someone would call. No one ever did.

    A week or so later I received a Call from Dell’s Customer Resolution Team on and was told that the item I ordered was not coming due to a problem in the configuration of the system and my order would be cancelled and reordered. I asked if I would get the same deal on the new order and was told that no the only thing they could do for me was give me 5% off on any order.

    This would not even come close to quality of system I had ordered or the cost that I was given for the first order I had placed.

    Since that call I have received 2 more calls from Dell’s CS resolution team offering the same deal. I will not take a deal that basically screws the customer and allows Dell to “bait and switch” their offers. This allows them to treat their customers however they feel like with no thought of repercussion or care that it is the customer that pays for the company's existence.

    I will never purchase from Dell either corporately or personally again they are a terrible customer service company. As well I will tell everyone that will listen the story and tell them to stay away.

  • Melissa Says:

    I purchased premium support and accidental coverage to be sure to have comprehensive coverage. Premium support? Took over one hour to be told didn't have warranty coverage - upon further investigation they concurred I did - will correct in system - sent me to in house warranty - put on hold - all lines busy disconnect. Went through entire process again. Then they sent the box for my return to the wrong address. As I said Premium Support! I will not buy another Dell. Not worth the aggravation.

  • Terri Ward Says:

    I have purchased a new Dell Inspiron 13 7000 series 2-1 7348 and was wondering how do I get my windows 10 installed?

  • Nicole Says:

    I purchased the Dell Active Pen for my Dell device, only to be left unsure how to connect/use it. I searched several sights, including every Dell site I could find, only to find from some third party sight that other customers have had this problem as well and say that it turns out their device was incompatible. Therefore, I am left to assume my device is incompatible, as I have been unable to receive help from Dell that would tell me otherwise. Dell's customer support system seems to be set up in a way that purposely makes it difficult to receive answers from someone who can actually help, and made me jump through several hoops in attempt to resolve my issue. Additionally, I attempted to simply return the product, and although I filed for a return nearly 2 weeks ago, it says the return is still processing. I am extremely dissatisfied with Dell, specifically their customer support, and doubt I will be buying from them again.

  • Scott Cleaves Says:

    (12/28/15) As something of a computer novice, I decided to purchase the Dell Concierge Service for a little over $200/yr. for 24-hour technical support. Best tech decision I've ever made. Yes, all of the reps are from India, but I have never had a single issue understanding them; they know what they're doing regarding my computer and then some; and they're trained very well in politeness. I've had the service for two years, and have never had even one bad consultation. My computer is running as cleanly and quickly as the day I bought it thanks to them.

  • Nombulelo Says:

    Got problem when I start my laptop the screen show checking media and then says Media fail after n boot device found press any key to reboot the machine

  • Cheryl Says:

    While the above review isnt even that great, you get an even better idea of Dells customer service problems by googling DELL CUSTOMER SERVICE complaints, or DELL CUSTOMER SERVICE RATINGS - this must be an issue of being just too big a company to care.

  • Cheryl Says:

    Waited all year for Cyber Monday to get best price. I ordered at 3am a great deal. Found it had been cancelled by 10am. Immediately called back. Was told too bad - cannot reinstate. Cannot get same great deal. Go shop on the website at the higher prices. Called sales and explained sad story. The rep gave me some kind of special discount on a similar computer that was still 75 dollars more than prev purchase, but also better than other deals anywhere I searched. I was happy enough. Went on trip and saw emails saying it was being shipped. Returned to find it had been cancelled while in shipping process. Spent another 6 hours on hold with NO resolution. No great deals. NEVER buying from them again, and will never buy new computers at any retailer.

Back to top