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BBB Accredited Business since

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BBB Accreditation

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.

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Reason for Rating

BBB rating is based on 16 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 5667 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

5667 complaints closed with BBB in last 3 years | 1763 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 674
Billing/Collection Issues 164
Delivery Issues 321
Guarantee/Warranty Issues 724
Problems with Product/Service 3784
Total Closed Complaints 5667

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

1 Customer Review on Dell Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

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BBB file opened: December 01, 1984 Business started: 05/01/1984 Business started locally: 05/01/1984 Business incorporated: 10/27/1987 in DE
Type of Entity

Corporation

Business Management
Ms. Maria Bleier Mr. Michael Dell Mr. Thomas J Vallone, VP
Contact Information
Principal: Ms. Maria Bleier
Business Category

Computers - Dealers Computer Printers Sales & Service Computers - Service & Repair Computers - Wholesale & Manufacturers

Alternate Business Names
Dell Catalog Sales LP Dell Computer Corporation Dell Computers Dell Computers Corp. Dell Computers Corporation Dell Direct Store Dell Home Sales Dellware Direct
Additional Information

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.

Additional Information

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.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

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What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

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