BBB Business Review
BBB Accredited Business since 04/10/1989
Dell Inc (Headquarters)
Find a LocationPhone: (877) 717-3355Fax: (512) 283-6161View Additional Phone Numbers1 Dell Way, Round Rock, TX 78682-7000www.dell.comView Additional Web Addresses
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BBB Accreditation
A BBB Accredited Business since 04/10/1989
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.
11 of 27 Locations are BBB Accredited
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Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised Dell Inc's rating include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 10752 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
This BBB report reflects international complaint activity.
Consumer complaints received by the Bureau 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. Furthermore, the company also responds to complaints by referring consumers to their website in order to gain support.
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. The company generally issues a credit return authorization number for authorized returns.
Customer Complaints Summary
| Complaint Type | Total Closed Complaints |
|---|---|
| Advertising / Sales Issues | 1386 |
| Billing / Collection Issues | 474 |
| Delivery Issues | 757 |
| Guarantee / Warranty Issues | 1170 |
| Problems with Product / Service | 6965 |
| Total Closed Complaints | 10752 |
Complaint Details | Definitions | BBB Complaint Process | File a Complaint
Additional Information
topIt 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.
BBB file opened: 12/01/1984Business started: 05/01/1984Type of Entity
Corporation
Incorporated: October 1987, DE
Contact Information
Primary Contact: Maria Bleier Mr. Michael Dell Mr. Thomas J Vallone (VP)Related Businesses
Dell Financial Services - One Dell Way PS2DF-26, Round Rock, TXAlienware - 1 Dell Way MS 8210, Round Rock, TX
Business Category
Computers - Dealers
Alternate Business Names
Dell Computers, Dell Computers Corp., Dell Computers Corporation, Dell Direct Store, Dell Catalog Sales LP, Dell Computer Corporation, Dell Home Sales, Dellware DirectFind a LocationX
Industry Comparison ChartX
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Central, Coastal, Southwest Texas and the Permian Basin. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*Dell Inc is in this range.
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:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Delivery
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
Additional Phone Numbers
- (416) 758-2175
- (800) 879-9500
- (678) 366-1813
- (866) 342-0011
- (800) 449-3355
- (800) 624-9897
- (800) 624-9896
BBB Complaint Process
Your complaint will be forwarded to the company within two business days. The company 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 company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
Industry Tips for Computers - Dealers
What is BBB Advertising Review?
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What government actions does BBB report on?
BBB reports on known significant government actions involving business' marketplace conduct.