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
2,568 complaints closed in last 3 years
880 complaints closed in last 12 months
Customer Reviews are not used in the calculation of BBB Rating
Related Categories
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:
- 40
- 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
- Contact Information
Principal
- Mr. Thomas Tang
Customer Contact
- Mr. Thomas Tang
- 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
2,568 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
08/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On August 21, I purchased a business laptop from Dell with an advertised delivery date of August *****. After payment, Dell confirmed the delivery date as August 26. However, at 11:00 PM on August 25, I received an email stating that the delivery would be delayed until September 4. Upon contacting customer support, I was informed that the laptop was still in the production stage. This indicates that there was no way the laptop could have arrived by the advertised date, and that a delay notification should have been sent much sooner, not just a few hours before the expected delivery.This delay has severely impacted my business operations, as the laptop, a mobile workstation from Dell's "for business" line, is essential for my work. The last-minute notification left me with no time to make alternative arrangements, resulting in financial loss.Where Dell Went Wrong:1 - Dell advertised a delivery timeframe that was impossible to meet, amounting to a false claim.2 - Dell failed to provide timely and accurate updates on the order status.3 - The delay notification was sent just hours before the promised delivery date, reflecting poor internal communication and planning.I believe Dell should be held accountable for this poor service and should offer compensation for the inconvenience and financial impact caused by the delay.
Read MoreCustomer Reviews
511 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Re S
1 star
09/11/2024
I purchased an Inspiron 7591 2 n 1 laptop in July 2020 along with 4 years of support. In June of 2024 the fan started to go. I have been a Dell customer for nearly ************************************************************************ a ********** to change out. Dell sent a third-party ********** to swap it out. He did so but then my keyboard was burning to the touch typing and I began having issues with the memory usage skyrocketing. They then ordered more parts and then another third-party ********** came out. He discovered the fan with the integrated heat sink never had the heat sink secured to the motherboard by the first *********** This second ********** swapped in another fan and a refurbished motherboard but also broke the interior black clipping around the edges of the casing in pulling things apart. He leaves and my camera, microphone, and touch screen no longer work. The memory situation continued to max out. I could not work, do school, or anything else (which was personally disastrous). Someone from Dell in ***** then "reset" my system which wiped it but did not fix anything with the camera, microphone, touch screen or memory. Finally they told me I would have to take it to one of their "depots". I took it to ********** as instructed and they sat with the laptop for a week because the backend system to order parts was not working with Dell's because by this point my warranty lapsed. Dell tells me I have to pick it up and send it in. They then had my computer for two months. They sent it back and I had to figure out why the audio was now not working. Memory usage is still high with nothing loaded. I was told to give a 2 hour window to do a remote session and was blown off. If I could give zero stars, I would. I will never buy another Dell and have told every individual, company, organization, and institutions I am associated with what happened. STAY AWAY FROM DELL!
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