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A BBB Accredited Business since
BBB has determined that Dell Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Dell Inc include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 5105 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3348|
|Total Closed Complaints||5105|
Additional Complaint Information
This BBB report reflects international complaint activity. Consumer complaints received by the BBB allege difficulty gaining technical support and/or customer service due to language barriers, extensive hold periods, and being transferred from one department to another while trying to obtain support. The company generally responds to the complaints by troubleshooting with the consumer, or dispatching a technician for support in compliance with the consumer's warranty coverage. Complainants also express confusion regarding the warranty coverage as well as the return period applicable to their purchase. The company generally responds to the complaints by reiterating the terms and conditions they agreed to and clarifying the warranty coverage or return period related to the purchase.
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||64|
Type of Entity
Business ManagementMs. Maria Bleier Mr. Michael Dell Mr. Thomas J Vallone, VP
Computers - Dealers Computer Printers Sales & Service Computers - Service & Repair Computers - Wholesale & Manufacturers
Alternate Business NamesDell Catalog Sales LP Dell Computer Corporation Dell Computers Dell Computers Corp. Dell Computers Corporation Dell Direct Store Dell Home Sales Dellware Direct
It is important to understand the Next-Day/In-Home service warranty offered by this company. According to Dell's policy, a technician will be dispatched if necessary only following phone-based troubleshooting. Also, according to the company, the warranty does not cover software, including the operating system and software added to the Dell-branded hardware products through their factory-integration system, third-party software, or the reloading of software. Complete information can be obtained by calling 800-915-3355 or by visiting http://www1.us.dell.com/content/topics/global.aspx/policy/en/policy?c=us&l=en&s=gen&~section=010#total. Before returning a product, consumers must first troubleshoot the problem by contacting customer service. According to the company, the consumer is responsible for backing up any data on the system prior to troubleshooting. According to Dell's policy, they are not responsible for lost or corrupted data. Complete information can be obtained by calling 800-915-3355 or by visiting http://support.dell.com/support/topics/global.aspx/support/en/technicalsupportpolicy?c=us&cs=19&l=en&s=dhs&~ck=lf. Consumers must contact Dell directly before attempting to return a product in order to obtain a credit return authorization number. Consumers are responsible for returning the product in the return period applicable to the product. Complete information can be obtained by visiting http://www1.us.dell.com/content/topics/global.aspx/policy/en/policy?c=us&l=en&s=gen&~section=010#total. According to the company, Dell Inc and Dell Financial Services are separate corporations. Dell Financial is a financing entity distinct from Dell Inc, and as such is solely and exclusively responsible for financing computer equipment that is manufactured and sold by Dell Inc. Dell Inc is responsible for technical support and warranty assistance, as well as rebates and returned items, but Dell representatives have no authority to act on behalf of Dell Financial in any capacity.
If you have already contacted Dell with a support issue AND have a case number or reference number provided by a Dell representative you can visit https://support.dell.com/support/topics/global.aspx/support/dellcare/en/outstanding_issues?c=us&l=en&s=gen After submitting the online form, you will be contacted by a Dell representative via email within 1 business day.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview