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Business ProfileforDell Inc
Computer Dealers
The Complaints and Reviews shown on this HQ profile may have been submitted against either the HQ itself or one of the corporate-owned locations found under "Find Locations".
Additional business information
Additional Info:
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 Info:
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.
At-a-glance
Customer Complaints
2,672 complaints closed in last 3 years
850 complaints closed in last 12 months
Customer Reviews are not used in the calculation of BBB Rating
Overview
Dell is an American multinational computer technology company that develops, sells, repairs, and supports computers and related products and services.
Business Details
This is a multi-location business.
- Headquarters
- 1 Dell Way Stop 02, Round Rock, TX 78682-7000
- BBB File Opened:
- 12/1/1984
- Years in Business:
- 39
- Business Started:
- 5/1/1984
- Business Started Locally:
- 5/1/1984
- Business Incorporated:
- 10/27/1987
- Accredited Since:
- 4/10/1989
- Type of Entity:
- Corporation
- Alternate Business Name
- Alienware
- Dell Catalog Sales LP
- Dell Computer Corporation
- Related Businesses
- Business Management
- Mr. Michael Dell, CEO
- Mr. Thomas Tang, Senior Manager, Executive Escalations Management
- Contact Information
Customer Contact
- Mr. Thomas Tang, Senior Manager, Executive Escalations Management
- Additional Contact Information
Fax Numbers
- (512) 728-2668Other Fax
- (512) 723-7365Other Fax
Phone Numbers
- (866) 342-0011Other Phone
- (800) 624-9896Other Phone
- (512) 728-2668
Customer Complaints
2,672 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
03/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Dell laptop for ****** from Best Buy March 2023, system tag 82RDNS3.Around January ********************** materials well known to Dell the hinge failed and separated from the display portion of the laptop. In February 2024 I sent in the system for warranty, they denied the warranty due to an unrelated issue which caused no damage and had no effect on the functioning of the laptop (there was a small single digit number of deceased insects inside the system) however when I received the system back the tech had damaged the bezel, the system was missing 6 screws and 2 were improperly installed. I then contacted Dell again and they said they would honor the warranty if I removed any insects from the system so my Son spent 2 hours thoroughly cleaning the system with 91% isopropyl alcohol. I then sent the system back in and the technician lied and said there were still insects when there were in fact none. When I received the system back the second time the technician had severely cracked the inner *** panel, the bezel, hinge, and missing screws were still not resolved.I then contacted Dell again and they said to send it back (for the third time) and they would fix it, the supervisor at their repair depot then outright lied and said the technician had not damaged the *** and they refused to fix it again and sent it back.I then contacted Dell again, they acknowledged over the phone their technician had damaged the system including cracking the screen however refused to repair the system or provide parts for my son to repair it. Their proposed resolution was a meager 10% discount on a new system for the hundreds of dollars in damage their defective parts and lying poorly skilled technicians had caused.As they are refusing to repair the system I am requesting a refurbished replacement at no cost, or at least a 50% discount on a new replacement system.The first 4 photos are from Jan, the rest are of the damage caused by their technicians.
Read MoreCustomer Reviews
551 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Carolyn H
1 star
04/09/2024
I purchased a laptop in 2021 (Service Tag J2X8L73). With that, I also subscribed to the extended warranty protection plan, and the McAfee security suite. After just under the 2 year ownership of this laptop, it began malfunctioning. I contacted your "so ******* ******* center, and requested help. First, they tired to get me to repair the computer myself. Then I contacted the warranty department. I explained the problems to them. They sent me a return cardboard box. I was advised that they probably could not fix the laptop, but, they would HAVE to delete my photographs, no matter what. I ask about a replacement laptop since I had the warranty. NO!I put the laptop away. It was useless, but, I wanted to keep my photos. I advise you to STOP the so called warranty, and the security suite. This was almost a year ago. I paid off the computer, before all of this. Since then, you have been charging me monthly on these subscriptions for a computer that DOES NOT WORK, and had been canceled! Now, I get a threat that you will turn the $36+ you say I owe you for non payment of these fraudulent charges to a ****************** Before that, you had been Stealing from me monthly. I have called and called. I can barely understand the folks who answer the phone, and most of them are extremely rude and unpleasant. I have been passed off to numerous phone numbers, only to be passed off to a phone number that I started with.I realize that all this means nothing to you. However, I live on a pension. Yes, I am one of those folks who worked all my life. I need your assistance in Stopping this! Thank you
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