Dell reaches settlement over alleged customer-no-service on clarkhoward.com

Did you receive customer-no-service from Dell in the past? The computer giant has agreed to a $1.5 million settlement to provide restitution to consumers in up to 46 states.

Dell was taken to task over its no-interest financing, warranties, rebates and promises of next day service for business customers. The company has admitted no wrongdoing whatsoever in the settlement. Consumers who believe they may be eligible for restitution should contact their state's attorney general directly. The deadline to file claims is April 13, 2009.

Clark believes that Dell has now cleaned up its act. The proof? He's no longer overwhelmed with complaints about the company like he was for years leading up to this settlement.

But changing the public's perception of a company once it falters is difficult. Recall the difficulties Sprint had in cleaning up its name after earning poor marks for customer service.

How exactly do you rebuild a reputation? Clark suggests focusing on giving value to your customers -- not necessarily the best price. In addition, employers should "romance" their employees with good treatment so they'll want to go the extra mile for customers. Lastly, employees must be given the authority to actually solve problems for the customer.

Need settlement help? Contact the attorney general of your state.

What others are saying

Lacks customer sevice
I got my computer in the year of 2004 and Dell lack telling me that the payments was to be made like a credit card payment. I had know idea that if I was a day late it would be a $30 late fee or $30 added as if I had not made a payment. Therefore, my bill had risen high before I even notice that my bill was steadily rising instead of going down. So, now I still own them but it is higher then what we had agreed to because I had know idea about this card. I did recieve a card but I threw it away as soon as I recieved it because they did not tell me that their will be a credit card sent to me. So, now I am still owning them for something that I know is paid off. And, the price double what original amount was. They should have informed me of such a hideous act. I still have the computer and they tells me they do not want it and that is not professional for a business. They still harass me.
By Dell @ 11/01/09 02:09:44 AMreport abuse
Dell is awful - 2 week old computer and they WON'T support it!
My computer came from Dell about 2 weeks ago - I bought a Latitude since it's supposed to be built better, etc. I started having issues with the wireless and called them. They said it wasn't a hardware issue but rather a software issue and they don't support that without paying a fee. So I have a brand new computer that is 2 weeks old and I can't connect to the internet unless I pay around $70 because they "assume" it's a software issue.
By Bruce @ 10/15/09 03:15:33 PMreport abuse
Dell Dies Right After Warranty Expires
I have TWO dead Dell laptops (yes, I'm that stupid). Both died right after warranty expires. A $3000 Inspiron 8500 and a Cpi D300XT. I think that they plan it to happen this way. Arrogant American corporations.... Just like how the GM bosses used hundreds of thousands of dollars to fly to DC in private jets to ask for bailout money. I think they should be allowed to go belly up. Maybe more responsive small companies will replace them.

I have 2 computers built by small mom and pop shops and they are still working after TEN years. When Windows 98 became unsupported, they suggested that I install Ubuntu Linux, a free operating system. Now, it works even better than new. Don't let the major manufacturers' low prices fool you. Howard Clark is right. Look for VALUE. You might be surprised to find that you can only find VALUE in your local neighborhood small mom and pop shops because the owner will shake your hand and personally guarantee something with his/her reputation.
By Tomas Rey @ 08/05/09 01:53:32 PMreport abuse
Dell suck w/ONGOING PROBLEMS
Shocked to read exactly what I am about to say. Here's my story. I need site for resolution too.

BAD DELL COMPUTER 9 MOS. ONLY AND ONGOING. USING VISTA.

WAS 14 YR. FAN. Owned almost 9 mos.- now enemy. Got lemon of almost 9 mos. One part gets fixed, next breaks, then another.

GOLD SUPPT. is gr8: 2 min. turn around USA, parts/tech. 24 hrs. here. Worth extra $. I have spent tons of hours talking to GOLD; however, the lemon won't produce lemonade.

ESCALATION DEPT has case now. They suck in response time. Problems continue but since it's w/this Dept. GOLD that I paid extra for can't help help. At this point don't want any further help but a FULL refund. ESC. Dept. was supposed to call within 48 hours; they didn't so I called GOLD again, Gold contacted them while I was on phone. They told Gold they would immediately send me email. Dell agent also sent me an email while waiting to see I got Escalations. Agents came, Escalation never came. He called them back or IM and they said they would contact me tomorrow. Escalation did call me, I was on a business call, got the agents email address and wrote him. On the phone he said Monday he would not be able to get back to me so it would be Tues. via phone chat. Well Tues. is tomorrow. I am grateful I found this site. I am tired, pooped and want a credit back to my credit card. I called credit card company and will now go into dispute. I don't know if Dell and Vista have issues, but never heard about HP and Vista. I don't want another Dell. I'm finished, but I'm not giving them my money. I want FULL credit. Gold agent said he doubts that will ever happen as it is close to 9 months old. I thought they would say that and it has been ongoing but thought each time it would be fixed. Yes, fixed for a short while till the next issue. I have had parts over-nighted and also tech. here usually both within 24 hours due to my GOLD extra payment services I got with the computer.

I need FULL refund. I need a working computer. Please comment below. Will try posting to message board as well.

Thanks. Friend shared this great site. Maybe now I will be further educated on getting FULL refund w/others wisdom. Bummer is my printer also messed up due to latest Dell so can’t print. Spooling issue. Regardless easy or not, Dell keeps causing. I choose not to have energy or time for ongoing lemon problems Dell created. Let the employees work there and get paid for job security fixing problems or maybe lay off cause more peeps not buying Dell. Got any links for restitution? Tnks. I have Vostro (think 200 series)
By carolg @ 06/08/09 02:43:01 PMreport abuse
liars
Well,

I just bought my dellcomputer and printer less than a month ago. I had major problems trying to get the printer to work with the computer. I called for tech support. Two and one half hours later I hung up with the non english speaking person I was taking instruction from. I must have loaded and unloaded that software ten times. Nothing. Meanwhile my son needed to print a document for school and you guessed it no printer........ The next day I called the guy that I bought it from at Dell. He had it working in five minutes. The next day I decided to set up the internet. when I called my provider they said that there wasn't a modem in my computer. I said that there has to be a dial up modem. I specificaaly ordered it with my new Dell computer. Dial up is the only provider in my area that is affordable. When I called the guy I bought it off of he said that he knew nothing about it......... Boy was I hot..... Next he told me to tear apart the old computer, use the modem from it. Antoher two hours on the phone trying to take things apart. I succeessfully added the old modem. Then the next problem was that my new coputer wouldn't recognize it. So I have a modem but can't use it. I called the operator back and he said I would have to purchase a new modem. It would only cost about 20 bucks. I was outraged but he will not budge. I bought one for 39.95. ( the cheapest I could find). What a crock!!!!!! I am so upset at the way they lie that I just want my money back............ Of course they can't do that.......... I still haven't gotten my bill. I wonder how they are going to try to screw my next.
I am one upset customer. I hope they get sued. As a matter of fact I'm calling the better business bureau.
By Ann Culbertson @ 04/14/09 12:14:37 PMreport abuse
dell is without doubt one of the worst companies to deal with their coustomer service is non existant and when they screw up on tech your warrenty seems to have expired
By andrew @ 04/13/09 01:33:00 PMreport abuse
lack of customer service
we purchased a laptop and a desktop in 2004-that was our first mistake. Both the loptop and the desktops harddrive had to be replaced. The laptop died right after the warranty ran out. I tried several times with customer service(from india) to fix the desktop-to no avail. We had to buy another desktop and laptop. Never will I purchase nor recommed any dell products. This was the worst mistake ever. How dare dell send customer service to another country. And you cant even understand what they are saying. I was on the phone for over three hours, trying to trouble shoot with them people, without any luck. I hope dell goes out of business
By becky @ 04/13/09 11:55:04 AMreport abuse
Offshore Tech support Dell, HP others/Settlement
Clark
Your link is a dead link for the settlement it says " Page not availiable"
So you are going to happy some unhappy campers who are going to this thread and find nothing. Here is the form link for Washington State. http://atg.wa.gov/uploadedFiles/Another/Safeguarding_Consumers/DellClaimFormInstructions.pdf Each state has different qualifications for the award and the money might be higher than the 1.5 million.Although in NJ I just saw that there are 24,000 people and they are getting 24K ? $1.00 each ? WOW. Well shame on DELL , Shame on HP on Shame also on First Data for shipping our jobs off to India and the Phillipines this is an outrage. And the only way it is going to change is for men of means and influence to sound the alarm. I don't care about Michael Dell either, he is just like Howard Schultz who ( you might know sold Seattle down the river to a slick sales man from Oklahoma City and moved our Sonics ) So keep up the good work , First Data as you know is a merchant processor take a look into their track record and expose them have been ok with one platform in Omaha but now it is moving to New Dehli. Think about a data breach in India with your credit card number. We just had two breaches on Inaug day this past Jan and on Dec 2008. Lastly HP is a shadow of the old "tried and true " another once great amercian company that has subpar service , inferior products and terrible tech support. 8 Hrs on the phone trying to get my mutlifunction printer to work " sir I don't understand " People from India who can't communicate , who are put in a bolier room ( lots of noise ) and are underpaid. So why should they care if my multifunction printer doesn't work or not? Keep up the good work Clark.
By Paul S @ 04/12/09 11:12:40 PMreport abuse
Where do I find restitution information for Dell?
Does anyone no where to go to apply for restitution for the bad customer service DELL has provided their customers? I cannot find this information...
By anonymous @ 04/12/09 08:52:16 PMreport abuse
I hate Dell
I ordered their "top of the line" XPS, and it was sent to me with a bad hard drive. I told them that I wanted my money back 2 weeks after owning the computer. However they refused to give me a refund, and sent me a refurbished hard drive that once again, crashed. Now I'm supposed to pay for some service contract. A working computer would be nice. Good luck to everyone in getting out of this mess.
By anonymous @ 04/12/09 08:47:06 PMreport abuse
Dell's service is horrible
I just ordered a computer several weeks ago and had the same exact problems as the rest of these people have been having. The computer was delivered to my doorstep,with programs not installed properly. Then, I was told by one of MANY service techs that I would have to pay extra for them to help me out. What is up with that? And I did ask to speak to a supervisor and the tech wouldn't switch me to one. i think that they are hoping that I would just hang up and that way they wouldn't have to deal with the issue. if anyone wants to know what I think of purchasing a Dell product, DON'T..
I was also sent a customer survey, I gave them an "ear" full, but I'm sure that they really could care less.
By kathy @ 04/12/09 03:18:18 PMreport abuse
Dell Computers Misleading Customers
I purchased my Dell computer in Jan '04 with the understanding if I put it on Dell financing it would be 0% interest. When I received the payment statement it showed well over 20% interest. I immediately phoned and said I wanted to pay it off with my credit card to stop the high interest. They said once it had been financed, they would not accept credit cards, it had to be a check. By the time I got a check to them they had charged me a huge finance charge. I refused to pay it. They turned it over to collections and my credit score went down. Then last year I had them help (?) fix my computer. They charged me close to $300 and I got passed around from tech to tech and finally they did not call me back. I took the computer to a local tech who was able to fix it for an additional $200. I am telling everyone I know to be VERY careful when dealing with Dell.
By Kay Wilson @ 04/12/09 12:35:40 PMreport abuse
Real bad service from dell when we called and still have a broken computer for which we are still paying for
We called and called and every time we got frustrated and did not get our computer fixed. I am still paying on a dell that they could not fix. And when I write to them they say our plan has run out. I would like to get out of this paymeny agreement as easy as dell got out of their plan.
By Nick Gorman @ 04/11/09 02:31:29 PMreport abuse
Where do we get the link for dell lawsuit
if anyone knows my email is babygirl2212006@charter.net
By ashley davis @ 04/11/09 11:41:20 AMreport abuse
DELL
MY COMPUTER IS SUPPOSED TO HAVE DVD BURNING CAPABILITIES, IT DOESN'T IT ALSO IS VERY SLOW. i HAVE ONLY USED 25 PERCENT OF MY HARD DRIVE.
By JoAnn Epperson @ 04/11/09 11:35:55 AMreport abuse
Dell Computer
I had bought a 1200.00 computer from dell with extra 500.00 for extra warrinty. and I called in 4 times cause I was having problems with it and they keep telling me I had to pay extra to talk to someone about my computer.... They are nothing but a big scan..
By Ashley Davis @ 04/11/09 11:31:59 AMreport abuse
Having your cake and eating it too
I too have had my moments with Dell. I have been purchasing Dell computers since 2002. What I have learned through my years of dealing with them is that having your computer serviced locally is the best way to go. The thing I hate most about Dell is the outsourcing of customer service to foreign countries. I wrote them a very detailed complaint letter to Dell about my experience with the foreign customer service employees. We as consumers create this environment with our demand for 24 hour customer service and low prices. I call it having our cake and eating it too. We expect them to provide us with round the clock service on our computers and keep the costs low on their products. We don't like speaking with the foreign customer service employees, but we don't want to pay American wage prices in our products. Don't think that other computer companies are any better. I had an experience with a HP foreign customer service technician where this man was screaming at me over the phone because he was so frustrated that I didn't understand what he wanted me to do. I will never purchase another HP computer ever because of that. Dell may have its issues, but their employees have never been that disrespectful to me. I have been reading the process of filing a claim and not sure if that is worth the effort, it is not as easy as just filling out an application. As a consumer, I am getting wiser to the practice of industry and use my dollars as a weapon to take my business elsewhere if I don't get what I want out of the company. So far, it is working. When you threaten to take your business elsewhere, customer service improves dramatically on the spot. I say never buy the warranties or technical support unless you can take your computer to a person, not do it over the phone. There are many places that service computers locally and unless you live in a cave, it is probably easier to let a technician at Best Buy deal with the warranty on your Dell than you. They get paid to ensure customer satisfaction and they can deal with the headache of breaking through all the redtape.
By Tee @ 04/11/09 10:42:03 AMreport abuse
UNABLE TO CORRECT MY COMPUTER PROBLEMS
I WAS ON THE PHONE WITH DELL SUPPORT FOR THREE DAY STRAIGHT AND MY PRINTER WILL NOT WORK OFF MY COMPUTER. I CALL THE PRINTER PEOPLE,THEY SAY ITS THE COMPUTER PEOPLES PROBLEM AND BACK AND FORTH.I HAVE BEEN HUNG UP ON ,THEY WERE GOING TO CALL ,THEY DIDN'T.COMPUTER STILL DOESN'T WORK CORRECTLY
By tHOMAS DOAK @ 04/11/09 10:38:44 AMreport abuse
dell and costumer service
when i ordered my computer i was quilified for the zero percent interest at the time i ordered my computer but when the bill came in the second month i was hit with finance charge's cause i didn't pay it in full.that hit my wallet and my parent's at the same time cause that was a christmas that could of benn paid of in months to come but didn't happen that way.the people i talked to were rude,nasty and were making excusses for not giving me the zero percent that i was offered at the time i ordered my computer. then when i mailed them two check's at the same time. one was from my parent's and the other was from my account. they screwed up my account at the bank by taking the whole amount out on my account and nothing from my parent's.This was the worst christmas i have recieved in a long time. I will not use dell services on my computer and will not take any of their phones call.It was a nightmare with them. i'm done. If i had the money i would order a computer with another company and get rid of what I have now. As typing this i get so mad as i see the word dell printed on the bottom of the screen and when I close it.I get mad seeing their commerical's on tv.
By jennifer ernest @ 04/11/09 10:34:51 AMreport abuse
dell refund application
I too have the same problem with Dell.I didn't know about the refund.When I order my dell I thought my computer was going to be a working computer once I got it set-up. Was that a laugh.It wouldn't work I kept calling tech support and getting nowhere.Finally after 3 months I got a friend of mine to take a look at it. He works for a company and all he does is work on their computers. Well he replace everything in the tower and it still wouldn't work. Needless to say it was almost 9 months before I actually got my computer. But it's still a constant headache.So please let me know where to download the application.
By aida jaime @ 04/11/09 09:22:55 AMreport abuse
Dell Service
I bought Dell thru QVC with 3 year support. something always goes wrong and i dread calling because the person in India is always trying to fix whatever problem for at least 2 hours; your ear gets tired from holding up the phone, and knees sore from crawling under the desk to unplug and replug stuff, and then when they ultimately cannot figure out how to fix anything they tell you that you will have to save everything and "restore the computer to it's original (no good) condition!" Right now I have lost half the data and programs from my Dell and that is their solution...restore!! Dell used to be great when Michael opened up in his college dorm room...but he has let the company go down the drain...leaving us poor owners in computer heck (re the family show)
By Susan @ 04/09/09 11:23:21 AMreport abuse
Bogus Late Charges
My September 2008 bill contained an erroneous $29 “late charge assessment.” Since the due date for my account falls on the 13th of each month, and since my payments were transferred electronically from my checking account on the fifth of each month, I knew this had to be a mistake.

I first contacted my credit union. They verified that my account was debited on September 5, but my payment was returned to them by Dell on September 8. The payment was resent by Forum Credit Union on September 11 and received by Dell on September 14. Since this was one day later than my September 13 due date, I was assessed a late fee, even though they originally received my payment on September 8 and returned it to my credit union.

I verified this information when I spoke with Dell billing department employee Jean (#499853) on September 26 at 9:45 a.m. She added that the company was undergoing a software upgrade to their billing system, and that because of this, my payment of September 5 was erroneously returned to my credit union on September 8. Jean apologized and told me that the erroneous $29 “late charge assessment” would be reversed.

However, when I received my October bill in the mail, I saw that the “late charge assessment” was not reversed and that it is still showing up in my “new balance.”

I then followed the Billing Rights Summary instructions on the back of the statement and wrote to the Billing Inquiry Depatment on October 25. They responded on October 30 with a form letter stating that my issue "did not fall within" the definition of a billing dispute and that my inquiry was being transferred to DFS Customer Care. I never did hear from Customer Care. I wrote a second letter on November 8, and they responded with the identical form letter on November 13.

On November 14, I received a letter from DFS Customer Care indicating that they would remove my late charge AS A COURTESY.

I recently lease/rolled my work laptop, and the company I work for gives one a choice of two vendors. Dell was one of them. Guess which brand I DIDN'T choose? I will NEVER buy another Dell product as long as I live.
By Brad @ 04/08/09 11:17:12 PMreport abuse
Read your warranty
I actually work for dell tech support through an outsource contract(and no I don't live in India). I've noticed that many do not read the service warranty before purchase or within the return period after purchase. The next day warranty provides that the service request will be placed with the onsite technician, or if parts only service will be processed for shipping, by the end of the next business day. it does not guarantee your computer will be working tomorrow. Also if you have been denied any service you are entitled to by your warranty ask to "escalate" the call to a supervisor, it will help.
By John @ 03/29/09 02:02:27 PMreport abuse
Good Service from Dell
I am the head of the IT department at a public school. We have over 200 Dell systems and have very few problems with them. A computer is a computer, no matter what brand. In fact the major manufacturers probably use the same parts and suppliers. Learning to use them and maintain them is the challenge.
By Ray @ 03/19/09 09:35:03 AMreport abuse
Dell computer warranty problem
I have a Dell, I bought it 8 months ago, it has degenarated into a useless box that crashes often, I mean 6 times!
I have spent hours on the phone with their tech support, mostly in India. The tech support is absolutely stubborn, and never gets anything corrected, in fact I am usually in much worse shape after the call.
I finally got through to the unresolved issue dept. The gentleman assured me things would be resolved, "everything will be fine", he said.
He hasn't returned a call or email for 5 weeks! My computer is useless, don't know what to do next.
I would never ever buy a Dell again, this is absolutely the worst customer service I have ever seen.
By Warren @ 03/01/09 01:07:20 PMreport abuse
DELL...Speekie english..Wrong number
I just called Dell for a service call on a broken laptop (fairly new)The first 800 number I was connedted to an american..yeah..however she said that she need to transfer me to the Tech Dept.(yeah right) Well low and behold I got himjab in india, who transferred me to morio in cuba who transfered me to aba in some pakiskan..by then I had 4 different 800 numbers to call if disconnected and ended up with the number I had ordinally called...Now that was customer-no-service. Oh by the way, I didfind out that a house call would be $179.00 just to ring the bell. With that I grabbed my yellow book opened it up to computers and WOW a company thsat services Dell. They were here the next day and only charged $87.00 for the house call and the repair. They STILL don't get it...
By Marty @ 02/26/09 04:00:41 PMreport abuse
Dell XPS
New XPS 420 does not work, 2 hours on chat with their tech, sent tech out 2 times - still not working and they will not accept a return, it is new - STAY AWAY FROM DELL ! ! !
By Chuck @ 02/16/09 04:06:24 PMreport abuse
Dell XPS
Al...couldn't agree more! I have a 3 year old xps 400...just decided to go to sleep one day...and the tech told me it was a minimum of 700 bucks to replace the motherboard, processor and cover field labor...Hellooooo Apple!
I talked to 7 different people...no two answers the same. Urgh. They told me it would be 700 to fix computer...that's half a macbook.
By Doug @ 02/10/09 01:03:42 AMreport abuse
Dell has NOT CHANGED!
purchased two XPS desktops from Dell, one will not boot. Problem still not resolved. Total time invested in single problem in access of three hours. Most of the folks that answer the phone can not be understood. Avoid this group and buy local!!!!
By Chuck @ 01/30/09 12:11:37 PMreport abuse
Another lawsuit?
Here we go again, let's see how many free-loaders can jump on this bandwagon
Buyer-Beware as always !!
By Jimmy J @ 01/29/09 08:26:43 PMreport abuse
Dell still has customer no-service. I bought three laptops from dell to have one defective. I have spent much time, spoken with 6 different people, been disconnected twice and still have gotten nowhere. I even own Dell stock. I will never buy Dell again.
By Al @ 01/29/09 06:41:34 PMreport abuse
Dude, you got money from Dell
I had no idea this lawsuit was happening. My fiance ordered a Dell while in Afghanistan in Spring 2007, expecting to return home within a week after the computer arrived. It was a month later and he put the computer together and it didn't work. To get a replacement at no cost was a nightmare, they said it had been too long. Finally worked thru that. Even after the non-working computer was returned Dell called him about returning it. Oh goodness, did that lady get an earful.
By Amanda @ 01/28/09 10:16:05 PMreport abuse
The Heck with Dell (this being a family site and all)
Dell chased me right into Apple's waiting arms a few years back. I was on my 2nd Dell computer and having such a hard time with it - not just the computer but getting anyone to help me. I figured any priced computer was worth not having to talk to someone in Bangalore again.
By John B @ 01/28/09 09:11:18 PMreport abuse

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Jan 28, 2009 -- Dell reaches settlement over alleged customer-no-service

What others are saying