Complaints

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  Dell Inc

  1 Dell Way Stop 02 Round Rock, TX 78682-7000

  
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  Dell Technologies

  150-2680 Queensview Drive Ottawa, ON K2B 8J9

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December of 2024 I purchased 2 identically configured Alienware M16 R2 gaming laptops new from **************************. Within 4 months the power adapter strain relief has given way on both machines power adapters leading to what I consider a safety hazard. Dell blames the customer for the fault and wishes to use the accidental damage coverage to repair a clear manufacturing defect. The second machine while conducting routine clean outs of the heating and fans per the service manual (*******************************************************************************************************************************************************************************************************************************) resulted in a s**** stand off literally snapping off and coming loose inside the system. This necessitate the complete and total replacement of the palm rest to remediate the problem, which is a complete teardown of the machine once again Dell blames the customer for what is obviously a manufacturing defect. This is not fair to any consumer purchasing a machine at this premium and being told that the instructions provided by Dell can result and damage and its not covered unless you want to waste your accidental damage coverage on a manufacturers defect. The advance resolution team has been of no help whatsoever. I have no faith in Dell to stand behind their products for any reason in the future, which leads me to believe that further purchases are unwise.

  

  Business Response

  Date: 06/17/2025

  Thank you for providing a copy of the customers submission.  A ********************** representative is being assigned to the customers complaint and will be attempting to reach the customer by phone and email.

  

  Business Response

  Date: 06/26/2025

  BBB Complaint ID:     23462145                                          
  
  Dear Better Business Bureau,
  
  I am writing on behalf of Dell in response to the complaint filed with your office by the customer.  Thank you for providing a copy of the customers submission.
  
  A ********************** representative, *******, has been in contact with the customer regarding their concerns.  We regret any dissatisfaction the customer may have experienced and appreciate the Better Business Bureaus feedback.  ******* informed the customer that any damage caused while making changes/cleaning the system by the customer himself is not covered under warranty, but any damages can be covered under the accidental damage warranty or it would be fee-based support.  Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;
  
  Sincerely, 
  
  Advanced Resolution Services
  Case ID# *********
  ********************** Technologies

  Customer Answer

  Date: 06/26/2025

  Complaint: 23462145
  
  I am rejecting this response because:

  Portable gaming systems require regular maintenance for their cooling system to perform adequately when used and dusty environment, such as households, and just in general, following the customer outlined guides in the manufacturers own format using normal hand, tools and great care should not lead to the event that occurred with this particular laptop. Mind you the service was performed identically on two different machines only one of which had a failed s**** post after the fact one that I might add is metallically soldered manufactured, or cast into the very chassis of the machine itself. It is not plastic, but metal and it takes a great amount of force to break something like that certainly more than a simple ifix it screwdriver can muster 
  

  I know Dells warranty like the back of my hand that I do not appreciate having it thrown in my face having been a customer of theirs for over two decades.

  at this point in time, I am done chasing Dell for responsibility in their manufacturing processes. Instead, I will begin evangelizing that people do not buy Dells products because they will eventually need upgrades service or cleaning and the normal routine and benign practice of doing so may cause you to damage your machine in ways that Betrayed the very laws of physics thus, you should choose a different brand who obeyed the laws of physics   Or better yet one who stands behind their product when they are wrong 

  I will admit Dell did the right thing and replacing the power adapters that were broken, but Im still very much upset about the palm rest and s**** post issue after being explained to me ****** times that I could use accidental warranty to cover a single s**** I declined and said one that was not my fault that that happened that simply impossible. Ive been doing this for over a decade and I specialize in portable repair Alienware specifically and that even the operator had said that it never happened before, so what does that tell you.

  if nothing else happens on the system between now and the time that the warranty elapses, I will elect to use the accidental damage, but Im still going to evangelized that people do not buy their systems if they intend to maintain them less they caused the same amount of trouble that I have from simply doing a routine maintenance job.

  Please see Dells own process for doing exactly what I have done.

  Removal of bottom plate:

  ***********************************************************************************************************************************************************************************************************************************
  

  Installation of bottom plate:

  *************************************************************************************************************************************************************************************************************************************
  

  please keep in mind that these are customer installed parts in this manual meaning that no service technician should be required to do them

  Like I said before I am done with the matter it is clear Dell does not wish to take responsibility and simply wants to pass the blame onto the customer for a failure in their QC process.

  Regards,
  
  ****** Fort

  

  Business Response

  Date: 07/01/2025

  BBB Complaint ID:  ********
  
  Dear Better Business Bureau,    
  
  I am writing on behalf of Dell in response to the rebuttal complaint filed with your office by the customer, ****** Fort.             
  
  Dells representative, *******, has been assigned to this case regarding the customers inquiries and concerns about their Dell Alienware m16 R2 Notebook computer with accidental damage inadvertently done to the unit.  ******* informed the customer that any damage brought about to the system by the customer or an end user, is not covered under *********************** Limited Hardware Warranty, however, the customer did pay to have the system covered for accidents, hence the name, Accidental Damage support, so ******* has reminded the customer they may take advantage by using this coverage if they choose. The customer has chosen not to take advantage of their Accidental Damage Coverage currently and that is certainly their prerogative.  Should the customer have any additional concerns they may reach out to Dell by phone, email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# *********        
  Dell Technologies  

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello!I submitted a service request for my Alienware laptop on 5/12,sending my laptop in the mail to the business in question. I was informed that a new battery would need to be purchased due to it being past my warranty,so I purchased this new battery on 5/19 in the amount of $171.65. I was informed that the repairs were halted due to a part needing to be outsourced and the arrival of the part being 6/13. As of today, 6/12, I received word that this part is now delayed again to 6/25, even though I received confirmation from Dell support agents that 6/13 would be the day. This situation has caused a lot of hardship and frustration, due to me needing my laptop for work projects. I am looking for an expedited date for my laptop being fixed. I am premium support member and was informed of a specific date.

  

  Business Response

  Date: 06/17/2025

  
  Thank you for providing a copy of the customerssubmission.  A Dell representative has been assigned to the case and has contacted the customer.  The representative can be reached directly by email at ****************************************

  

  Business Response

  Date: 07/08/2025

  BBB Complaint ID:      23461967                                                      
  
  Dear Better Business Bureau,
  
  I am writing on behalf of Dell in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customers submission.
  
  A ********************** representative, Sai, has been in contact with the customer regarding their concerns.  We regret any dissatisfaction the customer may have experienced and appreciate the Better Business Bureaus feedback.  Sai is working with customer to complete a service  work order with onsite technician.  Records show the appt is scheduled for 7/8. Should the customer have any additional concerns they can reach out to Dell by phone,email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;
  
  Sincerely, 
  
  Advanced Resolution Services
  Case ID# *********
  ********************** Technologies

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Alienware M18 R1 laptop on August 6, 2023.After experiencing frequent blue screens, Dell replaced the original motherboard in December 2024 under warranty. That replacement failed again after just five months the DC-in cable burnt up. When Dell serviced the laptop again, they incorrectly replaced the Alienware M18 R1 motherboard with a lower-spec M16 motherboard, and mismatched my service tag in the process.Because of this mistake:My system now has a lower-spec CPU The *** is not detected in BIOS Two SSD slots no longer work The performance and compatibility are severely compromised I contacted Dell Support to report this, and they admitted the motherboard replacement was done outside of warranty. However, the core issue is that Dell made the mistake of installing the wrong motherboard and incorrectly reassigned the service tag, rendering my system unusable and misrepresented in their records.I am requesting that Dell:Replace the incorrect M16 motherboard with the correct M18 R1 motherboard (with proper specs and part compatibility)Correct the service tag assignment in their system Restore the system to its original configuration or provide an equivalent replacement I am not asking for anything outside my original warranty coverage. I am only requesting Dell to fix the mistake they caused by installing incorrect hardware and mismatching system identifiers. I have photo evidence, BIOS screenshots, and full documentation of the timeline.I respectfully request that Dell resolve this at no cost to me, as it was their technicians error that left my system unusable.

  

  Business Response

  Date: 06/17/2025

  A Dell representative ****** ****** has been in contact with the customer to address these issues however a final resolution has yet to be reached.  Our representative provided their contact information and will remain engaged until the customers issue has been addressed.

  

  Business Response

  Date: 07/07/2025

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers submission.  I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer.   Thank you for providing a copy of the customers submission.
  A ********************** representative, ****** **** has been in contact with the customer to address these issues, however a final resolution has yet to be reached.  Our representative provided their contact information and will remain engaged until the customers issue has been addressed.
  
  Sincerely,
  
  Advanced Resolution Group
  Incident ID: ********
  ********************** 

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Wrongful Reseller Flag on Residential Address Causing Account Termination I am filing this complaint due to Dell incorrectly flagging my residential address ********************************************** as belonging to a reseller. This classification is false and caused several problems.Over the past month, I attempted multiple purchases on Dells website as Guest, all of which were canceled minutes after being placed. I contacted my bank (****), and they confirmed that all transactions were approved and no issues existed on their end.Dell **************** advised me to contact the ***************** When I did, the representative informed me that my address was being flagged as a reseller or business account. I explained that these were personal purchases and that I had selected Personal or Business during checkout. The agent opened a ticket and instructed me to try again after 24 hours. Despite this, my orders continued to be rejected.These repeated order attempts triggered notifications on *********** Shopping, where I had activated a cashback promotion. As a result, *********** terminated my account, stating that I was acting as a reseller, according to Dell (!), which violates their terms. They cited reseller behavior, based on merchant reports in this case, Dell.This is a serious mischaracterization. I am not a reseller, and all attempted purchases were for personal/professional use and set for delivery to my residential address.I respectfully request that Dell:1.Remove the reseller flag from my address;2.Confirm in writing that I am not a reseller and no goods were shipped;3.Communicate this to *********** Shopping to help reverse their decision;4.Allow me to make purchases on Dells site without restrictions.I await a timely resolution.Sincerely,******* ****** dos ******.

  

  Business Response

  Date: 06/17/2025

  Dear Better Business Bureau,
  
  A Dell representative, ****** has contacted the customer and is working with them to reach a reasonable resolution. If the customer has additional questions during this process, the customer can reach him ************************ via his email at *************************************************************
  
  Sincerely,   
  Advanced Resolution Group 
  Case # *********    
  Dell Technologies. 
  
  

  

  Business Response

  Date: 06/23/2025

  Dear Better Business Bureau,
  
  A Dell representative, Benhur has contacted the customer and resolved his issue. He informed customer that the re-seller flag has been removed from his account and he can now place orders with Dell.

  Dell considers this issue as resolved.

  Sincerely,   
  Advanced Resolution Group 
  Case # *********    
  Dell Technologies. 

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ****** Dos ******

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 3 - Spoke to Dell support re: blue screen loop on new ** that cost $2,000. They gave me a repair location to drop off the ** for repairs under warranty On April 4 - Dropped off the ** as per instructions and confirmed with Dell. I was told it would be ready within a couple of days (receipt said April 5, and store technician told me 1-2 days) By April 18, I had received no updates from the repair location. I called, and they told me I should hear back in 1-2 days. 2 more weeks passed and I received no updates. I called numerous times, left multiple messages, and received no response. On May 15, 1.5 months after my ** was dropped off, I reached out to Dell Support chat for help. Support chat told me theyd inquire and get me an update -- over 3 weeks later, they had still failed to do so. At one point support chat told me to go to the location to pick up my system. Since no updates were provided, I was surprised and asked if they were able to actually confirm that my ** is there, since if they dont have it, that would be a terrible thing to put me through at this point. After telling me again to go in person and pick up my system, once prodded to confirm, support chat was once again unable to do so. On June 6 I called Dell phone support, over 2 months since I dropped off my **. At this point it felt like my system was lost or stolen, but no one wants to be honest with me. The support tech and her manager assured me they would be following up personally and would stay on my case until it is resolved. They emailed me and told me to expect a message within 24 hours. These were all lies. After I messaged multiple times the following week, after 84 hours I got a response (from a different person) that was the same generic reply I had been getting from support chat for the last month. When I said so, I received the same message the next day (today, 6/11) without a word from ****** or *********, the individuals who lied to me on June 6.

  

  Business Response

  Date: 06/13/2025

  Thank you for providing a copy of the customers submission.  *********************** representative, ******** has been assigned to this case, and he has been in contact with the customer; in his attempt to address and bring this matter to a reasonable resolution.  We ask the customer to continue to work with ********, who can be reached directly by email at ***********************************************************************.                            

  

  Business Response

  Date: 06/25/2025

  BBB Complaint ID:  ********
  
  Dear Better Business Bureau,  
  
  I am writing on behalf of Dell in response to the complaint filed with your office by the customer, ******* *****. Thank you for providing a copy of the customers submission.                
  
  Dells representative, ********, had been assigned to this case regarding the customers inquiries and concerns about their Dell Computer purchased from a third-party seller. The customer had taken their ********************** to the Dell ************************ The customer was disappointed with the lack of communication with the service center and with Dell as well. The service center diagnosed the problem with the computer as the system RAM, Dell is unable to assist in this matter because the Seller had installed third-party parts in the computer. ******** explained Dell can only provide a warranty for the parts installed at the point of manufacturing. The customer appreciated this information and expressed they wished they had known this information prior to having this service experience. ******** apologized to the customer for the negative experience and thanked the customer for their feedback. The customer will need to follow up with their Seller on this matter. We appreciate the customer allowing ********************** to address this for them.Additionally, we thank the Better Business Bureau for bringing this matter to our attention.    
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# *********        
  Dell Technologies  

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase for a Dell Laptop this time last year, and while brand new, my device exhibited a screen flickering issue, but as a student, I had to wait until class was out to address the issue while under warranty. on 5/26/25, I had sent my device in for service, and was told that the issue was resolved, but it was not, and the screen flickering resumed. I have paid over ***** dollars to dell for this device. The issue is that on 6/5/25 I reached out to dell support via their chat feature on their website, and was told by their agent that my device issue would be addressed as I was still under warranty at that time. I expressed my concern as I only had 4 days under warranty at that time, and was assured that since my issue was made clear prior, that I would be ok. I am now unable to get adequate assistance with non US based call centers, and I have not received my box to send in my repair as promised.

  

  Business Response

  Date: 06/12/2025

  A Dell representative ******** R has been in contact with the customer to address these issues however a final resolution has yet to be reached.  Our representative provided their contact information and will remain engaged until the customers issue has been addressed.

  

  Business Response

  Date: 06/20/2025

  Dear Better Business Bureau,
  Thank you for providing a copy of the customers submission.  I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer.   Thank you for providing a copy of the customers submission.
  
  ********************** representative ******** R and requested that the customer test the system and contact him should they encounter any issues and,to date, there has been no follow-up response by the customer. The customer confirmed the system is working properly.
  We remain available to assist the customer under the terms of *********************** Limited Hardware Warranty.
  Sincerely,
  
  Advanced Resolution Group
  Incident ID: ********
  ********************** 

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Original date of bill/charge: 3/10/2025 Original amount charges $141.53 (Amount is now $194.28 with lates fess and interest)They claim the fee is for an annual renewal of ********* 365, but I have requested that it be cancelled since March 2024.The subscription does not appear on my account online, therefore I cannot cancel it.Dell ************************** is billing me and claims they cannot stop the charge unless Dell Technolgies tells them to. It's a revolving door and no one is taking responsibility.Service Tag: HT8SG13 Inspiron 5490 AIO, warranty ended 2/15/23 case #*********,

  

  Business Response

  Date: 06/13/2025

  Dear Better Business Bureau,
  
  A Dell representative, ******, has contacted the customer and is working with them to reach a reasonable resolution. 

  Sincerely,
  Advanced Resolution Group
  SFDC# 211290417
  Dell Technologies

  

  Business Response

  Date: 06/19/2025

  Dear Better Business Bureau, 
  
  I am writing on behalf of Dell, in response to the BBB filed with your office by the customer.  Our representative, ******, has informed the customer that the refund has been credited back to the customers original payment method. A credit memo number has been sent to the customer. We ask that the customer follow up with our representative should there be any further questions regarding this matter at ************************************************************************.
  
  Dell considers this matter as resolved.
  
  Sincerely, 
  Advanced Resolution Group 
  SFDC# 211290417
  Dell Technologies 

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  A Dell Representative has been in contact with me and is extremely helpful with my issue.  She has confirmed that they found the root of the issue and have cancelled the subscription in question and credited my account for any charges.  I was still receiving calls regarding payment and contacted the *** and she said she would have it taken care of.  I hope this is the end of the issue.

  I hope future issues don't have to get to this point.  Thank you.

  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an alienware M16 R1 (service tag 13kcd14) in March of 2014. April of this year, an automatic BIOS update caused a series of blue screens and eventual "bricking" of the laptop. This is a known issue with Alienware laptops. An initial inspection revealed I needed a new motherboard. The repair shop was sent a refurbished motherboard within a week or so, but this board was non-functioning on arrival. I was initially told another replacement was being shipped and would be there in 2-3 days. Approximately 2 weeks later Dell customer service told me there was a backlog and it would be shipped on 5/16. That date came and went, and Dell again told me that my only option was to wait for parts. My request to escalate to a supervisor was denied and my question about what would happen if the computer was unrepairable was answered with something along the lines of, "I respectfully ask you to wait and have faith your computer would be repaired." A second motherboard was delivered last week, but upon picking up my laptop I discovered that there was no graphics card installed (or not installed correctly) At this point I've been without my main computer for just shy of 2 months with 2 failed repair attempts. I would like to know at what point the laptop is considered unrepairable under warranty and what my replacement options are?

  

  Business Response

  Date: 06/10/2025

  Thank you for providing a copy of the customerssubmission.  A Dell representative be assigned to the case and will be contacting the customer.  Thank you 

  

  Business Response

  Date: 06/23/2025

  BBB Complaint ID:      23445616                                                      
  
  Dear Better Business Bureau,
  
  I am writing on behalf of Dell in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customers submission.
  
  A ********************** representative, ********, has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Better Business Bureaus feedback.  ******** confirmed delivery of the system with the customer that updates have been installed; customer confirmed all issues are resolved.  Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;
  
  Sincerely, 
  
  Advanced Resolution Services
  Case ID# *********
  ********************** Technologies

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dell has experienced three critical CPU failures in 18 months and is now illegally denying warranty coverage citing "third-party components" despite all components meeting Dell's published specifications.FAILURE TIMELINE:January 2024: First CPU failure with 100% original Dell components - Dell replaced motherboard and CPU May 2025: Second CPU failure - Dell replaced ************ Request #**********, Dispatch #*********)June 2025: Third CPU failure - Dell now denying warranty COMPONENTS MEET DELL SPECIFICATIONS:Dell claims components are "out of scope" but Dell's manual explicitly lists:RAM: Standard DDR5 SODIMM (installed: Crucial 64GB DDR5)Storage: "M.2 2280, Class 40 solid-state drive PCIe NVMe" (installed: ******* 990 PRO, Corsair MP600 PRO XT)KNOWN ***** DEFECT:The failures result from documented ***** "Vmin Shift Instability" affecting 13th/14th Gen ***** ***** confirms "elevated operating voltage is causing instability issues" and has extended warranties to 5 years. Dell's replacement CPUs suffer from the same unfixable manufacturing defect.FEDERAL LAW VIOLATIONS:Dell's warranty denial violates ********-**** Warranty Act Section 102(c) prohibiting "tie-in sales" requiring specific brand parts. The *** has taken enforcement action against companies using identical warranty language.DELL'S RESPONSE:Technician ***** ***** (Case #*********) falsely claims components don't meet specifications and suggests "reinstalling Windows" for hardware failures.REQUESTED RESOLUTION:Replacement with Dell OptiPlex Micro Plus Desktop featuring ***** Core Ultra 9 285 vPro processor. Three CPU failures in 18 months demonstrates the platform is defective. A replacement with current-generation ***** processors would resolve the thermal and stability issues inherent in the 13th gen *************

  

  Business Response

  Date: 06/10/2025

  Thank you for providing a copy of the customers submission.  *********************** representative, ****** has been assigned to this case, and he has been reaching out to the end user in his attempt to address and bring this matter to a reasonable resolution.  We ask the customer to work with ******, who can be reached directly by email at **************************************************************************.                            

  

  Business Response

  Date: 06/23/2025

  BBB Complaint ID:  ********
  
  Dear Better Business Bureau,  
  
  I am writing on behalf of Dell in response to the complaint filed with your office by the customer, **** ******. Thank you for providing a copy of the customers submission.                
  
  Dells representatives, ****** and **** have informed the customer, the customer needs to follow up with their Seller on **** for assistance. Dell supports the system per the configuration we originally built the computer. The Seller has installed several third-party parts in the system which voids the Dell Limited Hardware Warranty. Our records indicate the customer has agreed to reach out to their Seller for proper assistance. We appreciate the customer allowing ********************** to address this matter for them. Additionally, we thank the Better Business Bureau for bringing this matter to our attention.   
  
  Sincerely, 
  
  Advanced Resolution Services 
  Incident ID# *********        
  Dell Technologies 
  

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a high-end Alienware m18 R2 gaming laptop directly from Dell on November 23, 2024, and received it on November 26. In May 2025, the system began freezing during gameplay, even in well-optimized games.Despite having Premium Support, communication with Dell support was slow and inefficient it took two weeks and 23 emails just to arrange a repair. I was told the repair would take five business days, but after receiving the unit, Dell informed me that the motherboard needed replacement. Although they had one in stock, I was told it was backed up for another customer. This suggests that the issue may be widespread. I was then told I would need to wait until June 29 for the repair to be completed. This is unreasonable.Dell refuses to offer a refund, citing their 30-day return policy, even though the laptop is clearly defective and unfit for its intended use. For a $3,000 device, this experience is unacceptable in both product quality and service.I am requesting a full refund so I can purchase a reliable laptop from another brand. I have receipts, chat logs, and documentation to support this claim.

  

  Business Response

  Date: 06/10/2025

  Thank you for providing a copy of the customerssubmission.  A Dell representative be assigned to the case and will be contacting the customer.  Thank you 

  

  Business Response

  Date: 06/20/2025

  BBB Complaint ID:      23436313                                                      
  
  Dear Better Business Bureau,
  
  I am writing on behalf of Dell in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customers submission.
  
  A ********************** representative, Sai, has been in contact with the customer regarding their concerns.  We regret any dissatisfaction the customer may have experienced and appreciate the Better Business Bureaus feedback.  Sai discussed with customer that diagnostics performed only with Dell testing is troubleshooted as we do not relay on 3rd party HW testing software. Sai has responded to customer to perform the needed ********************** test and updates. If the issue persist Sai has asked customer to send a video of the issue.  Customer has not responded or sent video of issue persisting after Dell diagnostics and updates. The Dell technical case is now closed.   Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting ********************************************************** or for online assistance at ***************************************************************;
  
  Sincerely, 
  
  Advanced Resolution Services
  Case ID# *********
  ********************** Technologies