Horrible Customer Service

All,

I would like to share with you my experience with Dell service. On June 8th 2025 our out of warranty Dell XPS 15 9520 PC experienced what appeared to be a hard drive failure based on the Dell diagnostic message we received.  The code allowed us to quickly log on to the Dell website and order “Single Incident Support for Hard Drive repairs via Express Support Service” and order a repair which I did for $169 plus tax.  On June 10th a prepaid box arrived at our house and I was instructed to put the PC in it and send it back to Dell via FedEx. I thought wow this is going to be easy and did as instructed. On June 13th I was notified that Dell had received my PC and provided the following information = <Your private information was removed from public view. DELL-Admin>

So far so good. Then on June 14th I received a message that my repair “is on hold and our technician will contact you to discuss the repairs”.  After hearing nothing from Dell for 4 days I then contacted the service department (which is extremely difficult and I was never actually able to talk to someone). On June19th I received an e-mail with the following information

____________________________________________________________________________

Your Support Request

Support Request:

Current Status

Thank you for contacting Customer Support. We have created a Support Request for you.

What’s next

A Customer Support expert will contact you shortly to assist you with this request. Use the below link to your Support Request History to monitor the activity related to your request.

____________________________________________________________________________

And then later the same day I got the following e-mail

____________________________________________________________________________

Hello,

Thank you for contacting Dell Technologies. You have replied to a case that has already been closed. Please visit us at dell.com/orders if you require any assistance with your order.

_____________________________________________________________________________

Then on June 24th I finally got a call from somebody from Dell who explained that Dell could not replicate the error and they would be returning the computer to me which I said was fine as long as it was working (remember the Dell diagnostic software is what flagged the initial problem). I then got the following e-mail

_________________________________________________________________________

Hello,

We shipped your computer back to you. Check the status online for more information. Sure enough the computer arrived on June 25th via FedEx. I plugged it, in booted it up and everything was fine. After spending $169 dollars to “fix” it, on July 2nd the computer was unresponsive and the screen was blank. At this point I can only surmise that this machine which is only 2 or 3 years old is dead.

 

I own 5 computers (3 for my 2 small businesses and 2 for personal use) 2 of which are Dell (and now only one Dell is functional). If I made support for my customers as difficult as this experience with Dell when simply trying to repair a Dell product that the Dell diagnostic software diagnosed as a hard drive problem, I would have no customers at all.  Your 800 number for support on this problem hung up on me 5-10 times over the course of this repair but only after I entered all the information requested by the system under the guise of “connecting me to the right person”. That is probably the worst customer service I have ever experienced and then to have my computer fail 7 days after having it “fixed” is the icing on the cake so to speak. What I can tell you from this experience is that when I go shopping for a replacement for this now failed computer Dell will not be an option nor will it be for future computer purchases either for my business or for personal use. I’ll certainly share my experience with friends, family and colleagues so they are spared the hassle that I went through. My only hope at this point is that my other Dell computer doesn’t fail.