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Terrible customer service once the sale has completed

Dell customer service is terrible, mainly because they fail to respond to emails, complaints, anything. They're fine initially when they can sniff your interest in a laptop etc. but after that you may as well not bother. I've only purchased two laptops from them so far but I doubt I'll bother with them for anything else. The final straw was the complaints procedure where they state they will reply to you within 24 hours. Nope.
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Avoid Dell - very disappointing experience.

As I’ve already exhausted all available options in getting any responses or resolutions with my case. In summary, I’ve placed an order No. 28963476 on 10th March 2014 which I had to cancel straight away. The confirmation from your customer support services was received on the same day confirming the cancellation and the full refund (Service Request number 890987625). To this day I have received nothing.
Service Request number 890987625 is still showing as an open ticket, all follow-up tickets are simply disappearing in the black hole. All my subsequent numerous emails to customer services are left unanswered.

As I still needed to buy a PC, I placed another order Order No: 28980024 21th March 2014, received it and after using it only for 1 week, the hard disk drive has failed (Dell XPS 11). I can only imagine how long it might take Dell to refund me for the substandard PC, if to obtain a full refund for a cancelled order is taking more than a month. It appears that the only customer service Dell is happy to provide is no customer service at all, when one buys your laptops and PCs people expect a certain level of quality of the product and quality of customer service. On this occasion Dell failed on both accounts, very disappointing experience.
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Embarrassing

Bought an Alienware laptop from the website last year, delivery was ok and the laptop is excellent. However, from day one the left speaker was clearly broken, with sound distorting loudly during use. After calling customer support several times, who, despite very long wait, were fairly understanding and friendly, I managed to arrange a repair date, which was confirmed by email on 05/09/2012. On the arranged day, I was deliberately home the entire working day waiting for their technician to come, but he never arrived, nor did Dell give me any warning that he had decided not to. I had to ring them up myself to ask where he was and arrange another date. After a firm promise that a technician would come the next time, exactly the same happened. Their 'next day repair' service seems completely nonexistent, and once again they left it to me to call them and ask what had happened after an entire day waiting. Bad lack of care for the customer; I have now given up on this repair and will not buy another Dell computer.
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There is no post-sales customer service , Dell only offers 'technical support'.

The operating system on my new Dell Tablet completely crashed after only a few hours unstable operation. Dell took it back for repair and returned it but after 30 minutes use the hard disk failed and required replacement. My confidence in the tablet was wholly undermined. The technical department could only offer another attempt at repair but I was reluctant to accept it. I was told that someone above the technical department had refused a request to replace the tablet. I was told to send an email to customer care if I wished to take the matter further. I did so but never received an acknowledgement let alone a reply to my email. I tried telephoning but ended up back at the technical department (the number was advertised on the web as being 'customer service') which had no authority to do anything other than repair the product and I was told that there is no customer service department at Dell that takes telephone calls. All I wanted to do was to try to find some satisfactory compromise to the dispute such as Dell enhancing the warranty on the product in order to give me confidence to keep it but there is no-one at Dell that will take a telephone call to even discuss this.
After many years of buying Dell products for my work and family I will never buy a Dell product again and I suggest that people should steer well clear of them. Until this tablet, I have had good experiences with Dell products but I now realise that if you have a serious problem you will be met with a blank wall. Customer relations seems to be an alien concept to Dell.
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Dell UK - sales service is awful!

I had a horrible experience with Dell sales service.
(1) It is very difficult to get anyone by phone or email
(2) When I did get someone - they misled me - sent me a quote for different spects (lower quality) than what they mentioned verbally (for same price)
(3) The offer they gave me verbally is not on stock, and seems to never be on stock.
(4) There is very limited range of product - they refuse to order any variants of that limited range. This really against of what Dell is about.
(5) As I understand it there is no way to by-pass the low standard service in the UK and order via the US. And there is no clear overall responsible place to address complaints about low standard sales service.
It seems that the people in Dell UK don't even try to attract costumers (possibly because they have promised deals with some companies and they don't have ambitions beyond that). Their attitude is of the third world - not of an advanced country.
I am forced to give up on buying Dell computer. I will highly recommend any one to do the same.
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Dreadful Service

If you are one of those unfortunates who are forced to deal with Dell I sincerely pity you. My company has Dell as an approved supplier otherwise my first time dealing with them would be my last. Every time it's difficult to so much as get a simple quote, instructions that assigned sellers give DO NOT work on Dell website not to mention waiting for order confirmation for weeks sometimes and delivery for months. Dell you suck and you have proven it to me once again today. I will never purchase anything from you for myself and will continue persuading my colleagues to go for a different supplier.
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Beware of misleading delivery dates and general incompetence

We ordered two desktop computers from Dell which showed a 'shipping' date of next day and their pop up delivery message said - 'Delivery: Products ship on the next business day (excl. bank holidays and weekends). Delivery method will be the fastest available and generally within 4 days, depending on customer location.'

So we assumed that we would receive the machines within a week.

We were therefore very surprised when the order acknowledgement arrived to find that their estimated delivery date was 14 days ahead. The machines were time critical and would arrive too late for us so we phoned Dell to enquire why they had misleading delivery times showing on their web site.

After a lengthy discussion we were left with the impression that we were the only people to have ever questioned why an advertised delivery time of around a week should magically turn into a minimum of two weeks. I find it hard to believe that we were the first to be misled by the promised delivery dates on their web site.

They offered to look into 'helping us' by checking if they could expedite the order but with the clear indication they could not or would not actually improve it. I got the impression that the call centre guy thought I was making a fuss about nothing so had no great expectations!

We have now cancelled the order with Dell and have ordered similar machines from Dabs who have the items in stock in the UK and who can get them to us on a next day delivery.

We will never order from Dell again.

Update 20th March 2014
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It appears that not only do Dell show misleading delivery dates on their web site they are also an administrative shambles.

We cancelled the order using their online form, we know they got the cancellation because someone from Dell phoned us to ask if there was anything they could do to persuade us to change our minds.

Yesterday we received an email to tell us the computers had been shipped to us.

Today they took over £800 from our bank account for the cancelled order.

So now we have to refuse the delivery and attempt to get our money back from this hopeless company. Wish us luck!

Update 25th March
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They ignored our request for a refund made using their online form so today I had to phone them.

They have grudgingly conceded that we did indeed cancel the order but here's the amazing thing .... instead of doing what any decent company would do and immediately refunding our money because it was their mistake we have to wait for them to get the computers back from their shippers before they will refund us. Even though it was all their fault we have to wait 7-10 days.

Amazing customer services approach but consistent with their approach where they talk big on customer service but do the complete opposite.
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One star is too many and 11 out of 10 for customer mis-service is about right

I ordered a complete desktop system from Dell's website on 18 Jan 2014. I received an order confirmation on 21 Jan. It was a good deal. On checking my Dell account, I saw that the order had been cancelled without my knowledge and with no explanation.

I contacted their so called customer services dept on their premium rate number and was passed around from one person to another without any satisfactory outcome. This torturous process took 20 minutes and I was not even allowed to speak to a manager.

An accounts manager based in India did contact me eventually and said the issues were around my ordering too many accessories. He must have known that my order was valid. He said my order would be reinstated as if he was doing me a favour! But, a few days later, I found the order was cancelled again.

The accounts dept is impossible to contact as any call goes onto voice mail and emails are not answered.

By mid Feb my order was reinstated for the third time and delivery did happen but the monitor amongst other items were not delivered.

By today, 11 March I have had enough and have involved my credit card company and cancelled my order. This is only an abridged version of events.

I would advise you not to use Dell and Michael Dell should be ashamed of allowing his company to behave in this way.
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VERY POOR

Ordered new Computer. Went for standard system as they offered superfast delivery. Computer arrived on time, but no power lead, keyboard, mouse etc. Now a week later still not been despatched.....no apology, no urgency. Will stick to Apple in future
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Avoid

Quite possibly the worst company to have to deal with when things go wrong. They offer no easy way to get in touch with them, and you will be dealt with by a variety of different geographically located centres.

Ordered a laptop from them and they sent the wrong power supply. What ensued was email after email, and eventually a strongly worded letter to head office, before they did anything.

We will not be using them again.
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I found their Customer Service to be excellent

I had purchased a Dell computer some time ago. Whe I recently purchased a laptop, I changed my address as I had moved in the inetrim. When I got my order confirmation I saw they had my old address showing as the delivery address. I emailed them and received a quick response saying that although the confirmation was wrong, they had the correct delivery address noted. I then received several emails over the next few days, updating me on my order. It was delivered within a week and I received an email a few days later to check that all was OK.
Couldn't ask for more.
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Nightmare on Dell Street- Time to call the Attorney General!

We received the Inspiron 7000 series, 16g, laptop in mid-December 2013. (It hasn't worked since I got it!!!)

The Blue Screen of Death started immediately.

We ran a diagnostic that showed a hard drive malfunction, ordered and received a new hard drive on January 6th, 2014.

Continued Blue Screen of Death, but with new shaky then frozen screen feature!

Re-seated the hard drive and connections, to no avail.

Spent 3 hours on a Tech Support call on approx. January 13th, 2014.

Continued Blue Screen of Death.

Spent 1 hour on Tech Support call on approx. January 17th, 2014.

I asked, "What if this doesn't work?" I was scolded by the Tech Support guy, and told, "It WILL work. This WILL fix your problem!!" And not told what would happen next.

He told me that the OS is corrupt.

I was told I would receive a disc to re-install my OS. It's been over 8 days, no disc. Daily calls about a "technical malfunction in sending your hardware, there's a delay in shipping."

I called Customer Service for a refund or exchange. They REFUSE, because it's been over 30 days since buying the broken machine..... OF COURSE IT'S BEEN OVER 30 DAYS! I've spent the whole time since I bought it doing repairs. It NEVER worked. The Customer Service Returns Dept Manager HUNG UP ON ME after lecturing me about the 30 day return policy.

*****I will be reporting Dell to the Attorney General of my state. It's free legal enforcement of customer protections. All states have one, search the internet for your state's office. Sometimes you can report a violation online in only a few minutes! *****

Second option, depending on how the AG handles things, will be suing Dell. I didn't come to play.
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The Worst

Having worked in I.T. for nearly 20 years and purchased Dell before I am usually very forgiving and understand how difficult it can be at times. My experience with Dell this weekend was by far the worst ever.

Ordered a new laptop online on Saturday. Seemed to be going fine until I got a phone call on Sunday at 9:20am from the verification team. The Indian call centre guy first off LIED to me about the credit card address being different to the billing address. I wish I owned more than one property! He then DEMANDED, not asking politely, a copy of my passport or driving license and proof of my address, he did not like my private email address and DEMANDED a work email address instead. Having had enough of this rude and aggressive attitude and thinking I should probably be calling the police on this one I cancelled the order and ended the call.

Sure enough the order was cancelled confirming it was in fact a genuine Dell employee, although a pretty rubbish one. To my surprise after calling my credit card company they had taken the money anyway. So now I have to wait a few days to see if the money goes back onto my CC and hope they don't mess me around further.

I then called the sales team to try and talk to a line manager but the girl on the phone hung up on me and second attempt resulted in the same treatment, this is classic bad customer service. The Indian call centre nightmare seems to never end, Dell these people do not give a damn about your customers, when will you finally figure it out.

I still really want to buy the laptop but what a struggle, Dell I'm trying to give you my money, what the hell is wrong with you are you trying to put yourself out of business!!

Update
Just had the run around from the rubbish call center in India, will never buy Dell again, what a joke!!
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DELL HAS THE WORST CUSTOMER SERVICE AGENTS

I bought a Dell Inspiron 15R Laptop from Dell Canada. To my surprise the brand new laptop refused to shutdown after I powered up. I went to their website and was advised to upgrade my Bios which I did. This caused my laptop to freeze at the auto-repair stage. I called several customer service agents and technical support team but neither could provide a solution. It one month later and I am still dealing with rude and unhelpful customer service agents who don't care that I have spent my christmas holiday without a laptop. I would like to return the laptop or at least get someone from dell to come fix it but i receive a roadblock whenever I call them.

Dell has lost all respect in my eyes.
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dell replace fake product in warrenty period

I purchase dell insprion 4050 laptop from dell company.
after 6 month dell laptop batter is not working.
i call to dell company, the dell service engineer replace battery,
after 1.5 month battery batter not charged and not working ,
the dell company againg replace battery and motherboard,
after that 2 month the battery not working and system is very slow.
again i leave the laptop at service center , the service center onwer said to me that the battery
that the dell service provider is not trustable, these last batteries is fake of thired quality battery.
So the dell is repalce fake product in warrenty period.
THE WARENTY OF 1 YEAR IS JOKE BY DELL COMPANY
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No respect for clients

I've placed an order for a Dell Inspiron Ultrabook on 06/12/2013.
The delivery date was 19/12/2013
Today,for my great suprise the delivery date was changed to 30/12/2013
I do not want any more their product!I've sent an email to cancel my order as it is not possible nearly a month delay!
There are many others on the market!


INSPIRON 15Z
Status: Pre-Production Order Details Help
Estimated Delivery Date: 30/12/2013 "Information"
Shipping Method: Standard Shipping
Order Date: 06/12/2013
Order Number: 28830252
Customer Number: GB12789155


UPDATE TO MY REWIEV:

I've tried to cancel my order today.as soon as the word"cancel"has been pronounced I've been put on hold!I asked for a manager for a complaint and Sam Moses from customer service simply hung up the phone!!There is no one there you can talk if you are not happy!
So:
BEAWARE ,FUTURE CUSTOMERS OF DELL!!

Here is the copy of the letter I've sent today(16/12/2013) to customer service:

This my "x" attempt without any answer!
I've spent today a godd hour trying to cancel my order!!I was always put on hold!
It is interesting that for shopping I could reach at once somebody from customer service!

So again:because my order has been delayed to 30th of december snd it does not arrives as it was stated initially(which was long enough )on the 19th of december-I WANT TO CANCEL MY ORDER!
I will keep a copy of this letter and will put it all over on the internet if I do not have an answer to my request!
Good day!
I will let you know when I'll get an answer from them-as I've sent another one which is still without any answer!


FINAL UPDATE

It seems that Dell can work well too..but you need to be quite in a warrior mood!
After all described above my order was finally cancelled.But,before cancellation one lady from customer service-finnaly my problems reached customer service- was very helpful .She offered to follow my order and to chase it.And offered me a 10% discount too.Unfortunately there is no corelation between different Dell servicec,and even my email in which I've cancelled the cancellation of my the order was not answered and taken into account-my order was cancelled.This lady adviced me to place another order and said she will follow it personally.The discount offer remained in place.I took the risk and I'VE ORDERED AGAIN ON THE 18TH OF DEC.2013 AND THE LAPTOP ARRIVED ON THE 4TH OF JANUARY 2014!
So--it is possible..if they want !
I will modify my rate to 3 stars-there are people there deserving it!
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POOR CUSTOMER SERVICES

I purchased a Vizio TV, model E390I-A1 LED on Cyber Monday, but when I checked my account, it showed a different model named E390-A1, which is a model without wireless internet. I called customer services to resolve the problem, and was able to talk to Ms. Verma, the Manager (Ext#4544054). After one week, they had changed it to the correct TV, but I had to wait an additional 27 days for it to ship out.( only 4 days on website) Finally, I canceled my TV because this was supposed to be a Christmas gift for my parents. Why is Dell, a big company, provide services without any respect to a customer like that? They didn't care how the customer felt by giving careless customer services. I will never buy anything from DELL again. My order is #515888713; my Ref is # 6279049. This information is for someone to consider about Dell services.
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batted back and forth like a Ping pong. no laptop and no refund!

I placed an order 29th of October. I had emails from one. employee saying all going to plan etc etc and emails from another saying if I didn't email from my university email (I'm not a student) then they would cancel. one week three dats later courier attempted delivery and I wasn't in as I wasn't informed delivery was happening. arranged to be in on Monday. say in all day no delivery. phoned the courier and dell had recalled the order. I emailed sales advisor she said order wasn't cancelled and on way, other emails saying order was cancelled and phone call saying reorder which I said no to that I wanted to cancel my order. requested refund as the money should not have even been taken from my account. said 3-4 days. I'm still waiting and no one responding to emails. really disgraceful service from a 'reputable' company
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SALES MANAGER OF DELL IS a LIAR

First time in our life we bought a Dell product from Printerland and they sold this printer to us with 3(three) year warranty when we had this product delivered to us we asked for everything in writing such as Manufacture warrant for three years which we have from Printerland who sold us then we verified with Dell customer services and they told us it is only one year so we went back to printerland and they went back to their sale manager at Dell and Dell's lying sales manager sent me a confirmation by email this is three years warranty with Dell and when we had issue after 14 months Dell is refusing to honour 3 years warranty. After threatening to go to court they are ready (not happy) to honour now i wasted so much time i am returning the product back to them after receiving my payment back.

Watch out Dell's Lying sales manager is called Robert Breaksper do not take any word or promises made by him no one in Dell will take his word as genuine.
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DELL - Not the company I thought it was

This is the first time I've ever felt strongly enough to leave a bad review about a company. TBH, I'm sure my experience only echoes those below. ..but in summary:
Wholly unacceptable customer service, inexplicably shifting delivery schedules, a very expensive and still, non existent laptop and a refusal to refund our monies until we receive the laptop. (You gotta love the irony! ..and worry not: I will be taking this up with trading standards).

Here's a little anecdote, which would, in another circumstance be funny:
When I called UPS with the tracking number DELL provided they told me that no such consignment existed. DELL's explanation: "We use tracking numbers for multiple dispatches and multiple customers. Your tracking number may have been for a customer 6 months ago". ..? wow. Not believing what I'd just heard I put him on speaker phone and asked him to repeat it. ..so there are now at least two other people in the world who have heard this nonsense!

Suffice to say, what I thought was a serious and professional company have proven themselves to be anything but.

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