Review Time
Terrible customer service. Purchased a laptop that has turned out to be faulty, have spent the last week wasting my time speaking to various people, none of whom can actually help. Requested a replacement which has been declined as I need to speak to their tech support - which I've already done and they haven't been able to fix?! Lots get lost in translation as everyone you speak to, English is their second language. Had numerous Dell laptops over the years but this will be the last one.
I ordered an alienware m18 r2. When configuring the computer, I specifically ordered ( and paid for) 2 X 1TB SSD. When the computer arrived and I tested various things, I found that there was only 1 SSD card. I checked this at multiple places (this pc, device manager, etc.). I raised a ticket saying that part of the order was missing. To save time and cost, I just asked them to send me the drive card, as I could install the drive myself. I instead received a message that it was a technical issue and not a order/sales issue and was told to contact technical support. They then closed the ticket with no further action.
We purchased Dell Inspiron 15 3520 laptop from Costco in December of 2022. Exactly in two years (right after Costco 2 years warranty has expired) laptop hinges got broken. After searching the web in attempt to fix it, we found that this problem is very common for Dell laptops. When we disassembled our laptop to get an access to the hinges, we found that it is clearly a design flow. If you are a very mediocre mechanical engineer, you will immediately understand that an idea to use self-tightening hinge pins is a complete nonsense. This pin supposed to be tight to the extend it can keep a laptop cover open. But if this pin with time get tighter and tighter, it would provide more and more stress to the screws attaching hinge to the laptop cover. Those screws are screwed to the plastic nests, which eventually break because of stress, and loose hinge damages other laptop parts. Who would design plastic nests for screws under stress? Dell did!It is really surprising that Dell has such a design flow for years and simply ignores it. If Dell’ approach is to force consumers to purchase a next Dell product when an original one got broken, they are absolutely wrong: we would never purchase a Dell product again. So question is: what Dell does to rectify this problem? We also urge attorneys to initiate a corresponding class action lawsuit. Dell should learn the lesson!
I ordered and purchased a Dell laptop today. I cancelled 2.5 hrs later. Had no choice. The invoice indicated a reconditioned or opened product, I ordered a new product. After an hour and a half getting the run around by their AI Bot, I cancelled the order. Another hour and I was able to finally chat with a real human being (I think). Never spoke to a person because, well, Dell doesn’t pay people to talk to people anymore it appears. What happened to this Company? Very disappointed. The laptop I configured (with google’s help- their AI chat hasn’t a clue) was just what I was looking for. Hope HP can get close, I will even pay more!
I went online to purchase from Dell Alienware I paid for m18 R2 with RTX 4080 video card. I received m18 R2 with RTX 4070 These are not the same thing. I called to inquire about the issue all I got was grief, transfers, and many attempts to explain my issue over and over with no resolution. I feel cheated and after going around with them I now feel it was intentional and the way they do business. I would not ever recommend purchasing from them even if a gun was at your head, just take the bullet.
I've used Dell computers for at least 25 years. The purchasing is straightforward and I'd never had an issue until the last one died 4 months in. At first I thought it wouldn't be a big problem, I thought I'd contact Dell and they'd sort it out. Boy was I wrong. The hours I spent on the phone with them doing system checks, etc. Then they started sending out engineers, three in total over a week. The first one claimed to have fixed it but expected us to reinstall Windows. The next one did at least do that, but within an hour of him leaving the unit had died again. Ditto the 3rd. Then they wanted the unit to check it over, but sent it back with the same fault. Then when they finally agreed to send a new PC, they refused to honour a previous agreement that they would renew the 12 month guarantee. Finally, after much back and forth they agreed to a refund, that's it. Despite having been without the PC for 3 months and spending at least 12 hours trying to deal with this.
I have a high end gaming laptop that needed the LCD screen replaced (after it was dropped). Express shipped, received by Dell technical support. Phone call to discuss the repair request with Rui. Within a few days, I receive the quote via email for the repair. Higher than necessary but I reach out (never really speak with the same person twice but the language barrier can cause issues). A female (Cyd) offers a savings code and correction on the quote. A week or so goes by and the new quote is sent. The code didn’t work or either was bogus but the updated quote was correct. Paid for the quote this week and after their “holiday”, I receive a call from Muskan (these are the names they are giving) and she indicated that I need to pay for everything in the original quote; they won’t accept “.. partial payments.” Not sure how the old quote would supersede the current one but I explained the new quote details and that’s all I require no need for additional services or items. Plus, it’s direct from the original salesman and paid in full. She sent an email stating she will return my laptop if I don’t pay the full amount listed on the first quote. I call you all to speak with my salesman or his manager, Anup, s it’s listed on the emails. Instead, I’m placed on hold (two days straight) with the promise someone will call me back within two hours. I guess it well be christmas again before I hear back! Too much hassle with so little reward. Not purchasing from DELL again and the outsourcing is beyond nuts for a product shipped to Texas. Zero out of Five stars
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