I updated the memory on my Dell workstation and received an error message stating that I needed to install a memory fan for my workstation to work. Dell has made it so that the fan required is a proprietary fan from Dell, thus I could not purchase it from a local computer parts supply store. I purchased it over the phone from one of your customer service rep on Saturday (Feb. 20) and paid an additional $16 for one day business delivery; thus expecting to receive it on Tuesday (Feb. 23). At 2:28am on the expected delivery day I received an email that my order has been cancelled. This is not only unexpected but completely unprofessional. Why was my order cancelled and why was I notified on the day in which it was to be received? (note: I was told 3 different reasons why it was cancelled; from out of stock, ” we needed you to contact us again to verify that you wanted the product” [even after I actually ordered it], to “insufficient funds” – which I was insulted by).

When I purchased the workstation I made several things clear to the Dell rep that I was speaking with; easy memory (over 16gb) and graphics card upgrades. The assurance from the representative that these areas would be easily upgradable and that I am receiving the best products and customer services seems far more specious than reality.

I tried to contact a representative immediately as Dell has put me at an impasse. I have clients awaiting proposals, potential clients that I am trying to pursue and I cannot work without the proprietary fan.

This morning I spent nearly 7 hours in contact with Dell. I was hung up on twice when I asked for the rep’s name and once by a sales rep (Adam Fleetwood). I spent a continuous 45 minutes on hold and 2 hours total. The client that I was working with is taking his business elsewhere when I told him that I would need to push the deadline back. I am losing more than monetary value; my reputation in a volatile economy is taking a hit.

I reordered the product on Feb. 23rd, which was the original date of expected delivery, with next day delivery. I was told that it would be shipped out on the 23rd in Dell’s 5pm shipments and that I would receive it on the 24th. When I contacted Dell on the evening of the 24th I was then told that it is in production and the shipment date would be the 25th. At 3:16am on the 25th, I received an email from Dell stating that my shipment “should” be shipped on the 3rd of March.

My workstation is obsolete, I’m losing potential clients and Dell has devalued me as a customer and business. At one point I was looking at Dell for future workstations per growth, now I’m not sure if I will even consider a Dell printer. I’ve spent nearly 12 hours, 3 of which was hold time, trying to get a product that Dell has made proprietary. I’ve received ambiguous reason as to why it is being delayed and was hung up on when I requested information concerning the representative with whom I was speaking with.

The fact that the Dell rep that I was working with when purchasing the product purposely neglected to inform me of the additional parts needed to upgrade, that Dell makes proprietary parts that they are unable to provide, Dell’s perfidious practices leads to the ostensible devaluation of customer ‘s situations and business, as well as, consumer fraud. The mental stress and fatigue from losing current and potential future business over a proprietary piece is nocuous at best.


Desired resolution:

When I contacted Dell the second time I merely wanted a reason for the delay. I was then offered free shipping – which I did find insulting since it was already 4 days after original purchase and I was losing far more than $16. Dell should provide me with an entirely new workstation that has the parts in which I was looking to upgrade my system to, per my specifications, as this is a nominal value considering what has been and potentially lost.

I have always owned a Dell computer..desktops and laptops. Three years ago I bought a Dell 17 inch laptop with an extended warranty to cover anything and everything. When the representative at Dell told me it would cover damage if it got broken I was excited about having that kind of coverage. The total for the laptop and extended service warranty was just under $1600.00. Now to some people that isn't very much money but to me it was a huge purchase. When my laptop did get broken by accident I called Dell and told them what happened and that I have an extended service warranty. I was told that extended warranty didn't cover accidently breakage, only manufacurer defects and hardware. That WAS NOT what the person told me when I ordered it ...Angry, I far beyond angry. I work hard for my money. And messing with my money after I already purchased something is STEALING...DELL stole my money and LIED to me. I will never own another DELL and will make sure nobody else I know buys from them either. DELL is a ripoff, liar, and theif.

I got my first dell in nov 09. it lasted two more all failed the same way . then dell promised me a refund only to ship me another pc!! i called the corporate office disconnected three times
i dont think so..

I bought a laptop online for my brothe rthough Dell. I decided to have it shipped direct to him so it would get to him by the time I visited as I know my brothe rhas a total computer phobi and I would need to show him how easy it was to use...

Well because the shipping address was different than the mailing address they kept calling me. I never got to my home phone on time as they would hang up before I got there. Finally 4 days after I order I get to the phone on time. It is Dell. They want to make sure I ordered it. I said yes and it needs to be there by this SAT! or else I don't want it. Now it has been delayed by their stupid check. Of course it does not get there on time. And my brother sends back the case and trys to cancel the order as he does not want this "contraption". But they say its on route nad just return when you get it. So he gets it. He calls and calls and they keep putting him on hold an dfinally he gets through and they say its too late to send back!!! Well they delivered it WAY late and its their fault its this long and he canceled anyway a long time ago. Now the reason I ob ught this gift for him is because he is very ill...and so for him to be burdened with this headache, which should have been easy is terribl.e. NOw he says he will ship to me. I don't want it. NOt after the poor online phone support. So now I have to try to call Dell and get someone to send my brother the labels so he can return it. I don't look forward to it. I spent hours..literally 2 hours with them asking about the shipment before - where is it? ETC. Don't deal with them. They employ some overseas people who don't understand half what you are saying...and you can't understand them. I now will not deal with Dell again. What's funny is I belong to a very large company...and guess what? I'm going to file my complaint with them too.

First, this is just a start. I plan to post this on every message board I can find in the next couple days. I'd like to prevent people from going through the hell I have experienced the last couple months.

It took from the 13th of December to the 6th of January to get my Dell Studio 1537 laptop. That's a hell of a long time to live without a computer, and surely, if a new customer wants a computer, you would THINK they would get it to them faster. In any case, the customer service guy lied to me about a number of things (including the time it would take to arrive) in order to get me to buy the computer. Then, I was told I could cancel, but that left me without a reliable computer to use and no way to purchase a new one (I used Dell credit to get the laptop). So I suffered the long wait, and it finally arrived.

Upon receiving my new laptop, I decided to watch a movie on it. I put the DVD in, it loaded, but the DVD skipped over and over. Once that happened, I attempted to eject the DVD, but it wouldn't come out. So I restarted the computer and finally got it out of the drive. After this, I decided to try a different DVD, since the first one had a minor scratch on the surface. I tried a new DVD this time, but the DVD drive decided to pop the DVD out this time. The drive also sounds like it's a huge machine trying to produce a lot more than a video on the screen of a laptop. Something is wrong with it. Almost inevitably, the drive pops out any DVD at some point while I watch a movie.

What did I do? I called the technical support, and spent hours (two seperate times), attempting to get the issue resolved to no avail. It seemed clear that the issue was hardware, not software. Unfortunately, because I had to wait so long to get the computer, and because I was sooooo behind on work for school and my campus job, I was desperate. I wanted to return the computer. I spoke with the special department at Dell that talks to people like me; those people who are unhappy with their purchase and remorseful that they even contacted the company to begin with. The man told me that the issue was stated to be resolved by the tech department (the people in India that I spoke with I told I would have to play a DVD to figure out if the computer was actually functioning properly or not, and that I could not tell them that the issue was resolved, but they put it in the computer that it was). Because it said this, he told me that I would have to pay 15% of the computer's total cost to return it. I flipped out. After about 10 minutes of listening to me screaming, he said that he would see what he could do. But, would I be interested in taking $75 and keeping the computer? Haha! NO! I don't want a broken computer! So then he offered to send me a NEW computer. He essentially begged me to take it, promising the new one would be built in 5-7 days and immediately sent out. He assured me that it would work perfectly as well. I didn't really want to, but once again, I don't have the money to buy a computer and Dell gave me credit- I figured I'd give it a shot and told the man I would return the computer at no charge if I did not receive what I ordered.

Here we are, well over 2 weeks later and I have no new computer. Tonight I call to see what is holding it up, because to be honest, I've sat around for about 6 weeks waiting for a reliable computer (counting all that time in December)- you know, the one I expected when I ORDERED this damn thing. The man on the phone told me that no computer had been made and he had no idea what I was talking about. I flipped out, once again, and spoke to his manager. The manager, unfortunately, had no way to help me and the people that I spoke with before (the ones who promised me a new computer) were the ones I needed to talk to. At this point, I'm returning the Dell. I've had enough of their crappy computers; customer service; and lies.

I was told that a someone from the legal department would contact me soon: I asked the man if that was a promise as strong as the one to send me a new computer, because if it was, I was just going to send this computer back to them.

What I figured out is that they are trying to get me by this 21-day return policy. You have 21 days to return the product, or you cannot return it and you have to keep it. This is something they do not want to tell you. So here I am waiting all this time for a computer that I bet they never planned to make so that they could trap me in their loophole. Sadly for them, my cousin lives locally and is a kick ass attorney. They had better HOPE they take this back. I'm currently on a mission to ensure everyone that uses internet and is interested in buying a Dell reads about what I went through, so that they do not make the same mistake that I did. The company and people are not only unethical, their products are unreliable. I'm sure some people have had decent experiences with their Dells, but that is not to say they will if they make future purchases through their company.