Business Profile

Computer Dealers

Dell Inc

Headquarters

BBB Accredited Business A+Rated by BBB

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Initial Complaint
02/05/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased a brand new $3000 Dell Alienware Computer in June 2024. Since my purchase I have had roughly 8 service calls for motherboards, gpus, sound cards and most recently CPU fan failures. I have repeatedly asked for just the exact same computer that I thought I had originally purchased but they just keep sending techs that result in another failure a month later. My work is remote access and due to them not providing me with a working computer I have had to miss multiple days and deadlines resulting in disciplinary action causing me to lose out on raises and promotions because of the write **** I just want the computer I had purchased in June to work correctly and stop breaking down every single month. I need a working functioning computer that I paid $3000 for.
Initial Complaint
01/27/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought a new computer from Dell in May of last year. There was difficulty turning it on and it froze constantly I called Delta request a return label and a new computer after I did not hear from them. I sent another request this time asking for a return labeland a complete refund. They denied my request. I also wrote the CEO of Dell a personal letter and heard nothing back from him or his assistants. I have placed the charge of over $2500 in dispute with my bank. Thank you for your assistance.
Business response
01/28/2025
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# 204670291
Dell Technologies
Business response
01/30/2025
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 was process by your bank through chargeback and refunded via ******. We are not able to issue additional refunds. We ask that the customer follow up with our representative should there be any further questions regarding this matter at *******************************************************************.

Dell considers the issue resolved.
Sincerely,
Advanced Resolution Group
SFDC# *********
Dell Technologies
Customer response
01/31/2025
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
01/23/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered a **** PS5 console and a **** PS5 DualSense Edge wireless controller on January 6. Received package on January 18. Upon opening of package only the **** PS5 console was in the box and the $200 controller were not in the box as confirmed in the shipping confirmation email. I immediately contacted Dell Care through email and informing them of the missing item. After a few replies including Dell Care asking for a image of the package and its content along with the pack list, my claim for the missing item was denied because Dell claimed that order was delivered to the correct address and the right weight was scanned at pickup by ***** which is completely irrelevant to my claim that I did not receive an item that supposedly was part of the shipment. Physical pack list that was in the box only listed 1 item which is just the **** PS5 console.
Business response
01/28/2025
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# 204522946
Dell Technologies
Business response
02/05/2025
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 their order has been delivered and provided tracking details to the customer. We ask that the customer contact our representative should there be any further questions regarding this matter at ***************************************************************.
Dell considers the issue resolved.

Sincerely,
Advanced Resolution Group
SFDC# 204522946
Dell Technologies
Customer response
02/05/2025
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,

**** Du
Initial Complaint
01/20/2025
Complaint Type:
Service or Repair Issues
Status:
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.
This complaint is regarding a Dell XPS 13 laptop with Service Tag 9T2J114 and *************** Code ***********. The warranty on the product expired on 1/9/25 and I unfortunately just encountered a hardware issue on 1/19/25 where the laptop won't power on. I understand that the laptop is factually "out of warranty", but after calling support, I am disappointed that Dell will not provide any warranty support for this product. I hope there is another solution that can be agreed upon.
Business response
01/21/2025
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
01/24/2025
BBB Complaint ID: 22835030

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. ******* has explained to the customer for ********************** to maintain consistency and fairness with all customers ********************** must adhere to warranty expiration dates but has offered him a 5% discount on parts cost, should he wish to accept, on an out of warranty repair. 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
01/20/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to address two issues regarding my recent orders.1. For Order Number: **********, the UPS driver had trouble delivering my package because I live in an apartment building with a locked front door, and the item required a signature. I attempted to contact Dell for assistance, but they did not provide any alternatives, and the item was subsequently returned to them. I received an email from Dell stating that I would have an update within ***** hours, but it has been a week with no response. Additionally, there has been no customer service available for me to speak to.2. Regarding Case Number: ********* and order numbers ********** - ********** , I still have not received the return label, despite my multiple attempts to contact Dell for this issue.I would appreciate your prompt assistance in resolving both of these matters. Thank you for your attention.
Business response
01/22/2025
Dear Better Business Bureau,

A Dell representative, Mukesh, has contacted the customer and is working with them to reach a reasonable resolution.
Sincerely,
Advanced Resolution Group
SFDC# 204350791
Dell Technologies
Business response
01/31/2025
Dear Better Business Bureau,
I am writing on behalf of Dell, in response to the BBB filed with your office by the customer. Mukesh has confirmed the refund is processed and a credit memo number has been provided 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 the issue resolved.

Sincerely,
Advanced Resolution Group
SFDC# 204350791
Dell Technologies
Customer response
02/03/2025
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
01/17/2025
Complaint Type:
Customer Service Issues
Status:
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.
************************** keeps cancelling my order for no reason. I called several times, every time they told me this is a backend system problem that automatically cancelled my order, if I order through the link the customer care agent provided, I should be all set. This happens to me three times: *************, *************, *************. I searched online, looks this happens to lots of their customers.
Business response
01/20/2025
Dear Better Business Bureau,

A Dell representative, Mukesh, 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
02/04/2025
Dear Better Business Bureau,

A Dell representative, Mukesh, has contacted the customer and informed him that according to Dell internal team that his name is matching in Dell Denied Party List, which leading to order cancellation.
Dell considers this issue as resolved.
Sincerely,
Advanced Resolution Group
Case # *********
Dell Technologies.
Customer response
02/05/2025
Complaint: 22826331

I am rejecting this response because:
I don't think DELL should deny customer rights based on their names.
There are lots of people have the same name, this is racial profiling.

Regards,

**** ****
Initial Complaint
01/17/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered an Alienware Aurora R16 desktop PC online from Dell on Nov. 10th 2024 for the total purchase price of $5573.15. My credit card was charged on Nov. 22 for this amount once the order shipped. I returned the computer to Dell for a refund on Dec. 4 2024. They received the computer shortly after and began processing the refund on Dec. 18. Their guidelines say to allow 10 to 15 business days for processing. I waited out the 15 business days and then some before reaching out to them on Jan. 15. I got a call from a man named Mulkala purporting to be reaching out on behalf of Dell the next day asking me to provide my credit card information so that he could investigate. He also said that the refund had been processed on Dec 18th and that I should contact my bank if I didn't receive it. I also received an email from a Mulkala Avinash asking me to send him my credit card statement showing the transaction. I submitted a screenshot of the transaction with only the last four digits of my card showing for security purposes and received the same copy pasted request for my credit card statement in response. I am not willing to hand my credit card number over unencrypted to an Indian call center. Dell has all the info they need to issue the refund on file, and if they didn't then how would they have supposedly processed the refund to begin with? I also submitted a screenshot of my order status from Dell's website showing that it was still stuck on "processing" and had not been processed as claimed.I reached out to my financial institution Jan. 16 and was told they did not receive the refund and that the normal time for it to clear in the account is 3 to 5 business days, with a maximum of 15 calendar days.I am asking that Dell refund the amount of $5573.15 to my original method of payment without further hassle/delay tactics. Service tag # DV82664 Order # ********** Purchase ID # ************* Customer ID # ************ Case # ********* Credit Memo # **********
Business response
01/20/2025
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
02/04/2025
Dear Better Business Bureau,

A Dell representative, ****** has reached out to the customer to discuss their concerns and provide assistance. He informed customer that the refund has been processed back into original mode of payment. He advise customer to please login into his ********************** Account to view the transactions showing the refund being completed.

Dell considers this issue as resolved.

Sincerely,
Advanced Resolution Group
Case # *********
Dell Technologies.
Customer response
02/05/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. ********************** did finally issue the refund for the item they received on Jan. 28th. While Dell did not tell me to log in to my Dell Account to see that the refund had been processed as they claim - see attached screenshot - I find that the refund alone is satisfactory to resolve my complaint regardless of the customer service issues.

Regards,

******* *****
Initial Complaint
01/16/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased: Dec 14 with an estimated delivery date dec 30. My package was delayed in transit for 3 weeks sitting at a warehouse. finally got my package jan 14 only to find out it dosent turn on when you plug everything in, not even the LED lights on the back of the computer light up when you plug it in.Not worth the effort. You have to keep calling them until you get someone who cares who will actually help you with your refund/*********** first i wanted to exchange my item for a brand new one because my monitor didnt work when i received it but now i have to pay another 700$ just because they messed up and its not my fault my monitor didint work.
Business response
01/17/2025
A Dell representative will be assigned to this case and contact the customer to address their concerns.
Business response
01/22/2025
A Dell representative ******* has been in contact with the customer confirmed that a return authorization has already been processed. Our representative will maintain ownership of the account and will update the customer once the credit has been processed.
Business response
01/27/2025
Dear Better Business Bureau,
Thank you for providing a copy of the customers submission. I am writing on behalf of Dell Technologies in response to the complaint filed with your office by the customer. ********************** representative ******* has contacted the customer and confirmed the credit has been completed and posted back to the original form of payment. The customer will need to follow up with his financial institution as it can take up to 30 days for them to post the credit.

Sincerely,
Advanced Resolution Group
Incident ID *********
**********************

Customer response
01/27/2025
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
01/16/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
****** hasn't been issued for product (wireless headset) return and it's been over 15 business days. I"ve called Dell multiple time and each tme advised to wait 3 /4 business days everytine i call.
Business response
01/17/2025
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# 204154186
Dell Technologies
Business response
01/22/2025
Dear Better Business Bureau,
I am writing on behalf of Dell, in response to the BBB filed with your office by the customer. ****** has confirmed the refund is processed and a credit memo number has been provided 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 the issue resolved.

Sincerely,
Advanced Resolution Group
SFDC# 204154186
Dell Technologies
Customer response
01/22/2025
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. I also have finally rec'd the refund.

Regards,

********* *****
Initial Complaint
01/16/2025
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered an Alienware m18 r2 laptop. When configuring the computer, I specifically ordered ( and paid for) 2 X 1TB SSD. When the computer arrived and I tested various things, I found that there was only 1 SSD card. I checked this at multiple places (this pc, device manager, etc.). I checked my order online and on the packing slip and found that I was correct that I had ordered 2 X 1TD SSD cards but the laptop only came with one. I raised a ticket saying that part of the order was missing. To save time and cost, I just asked them to send me the drive card, as I could install the drive myself. I instead received a message that it was a technical issue and not a order/sales issue and was told to contact technical support. They then closed the ticket with no further action.Order Date: Dec 24, 2024 Dell Purchase **************** Order Number:1013999728 Order Total: CAD *********
Business response
01/17/2025
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
01/27/2025
Dear Better Business Bureau,

A Dell representative, ****** has contacted the customer and informed customer that he has received the system he has ordered. If he has any issues, customer needs to contact tech support for assistance.
Sincerely,
Advanced Resolution Group
Case # *********
Dell Technologies.
Customer response
01/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********,
I first note that the response from the business does not resolve my complaint but I concede that their suggested resolution requires that I perform actions that I find undesirable. The action that they would suggest I perform is to 1) Reset the computer BIOS to run the storage media not in Raid 0, which 2) would cause the storage media to stop functioning and so, 3) would have to restart the computer from other media (USB drive), 4) Reformat the storage media and then 5) Reinstall and reload, the operating system ( Windows 11 ),. required applications ( ********** Adobe acrobat, etc.), and personal data. These actions would not only cost me time, but would also expose me to the risk of failure of any part of the procedure that would result with me having a non-functioning computer. And so, I choose not to perform their suggested resolution and would then have no choice but to accept the purchase as is.
So, I accept their suggested resolution but an not satisfied with it.

Regards,

******* ***

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