How to file a complaint and get quick results from Dell
How to submit a complaint with Dell
Dell offers multiple official complaint channels, depending on the issue:
- 📞 Phone:
- Customer Care (orders, billing, delivery): Call 1800 812 393 (Mon–Fri, business hours).
- Technical Support: Call 1300 790 877 for product issues. Have your service tag ready.
- Customer Care (orders, billing, delivery): Call 1800 812 393 (Mon–Fri, business hours).
- 📧 Email:
- General complaints: ANZ_CC_Cust_Serv@Dell.com.
- Include your order/case number, full details, and contact info.
- General complaints: ANZ_CC_Cust_Serv@Dell.com.
- 🖥️ Online Forms:
Use Dell’s “Contact Us” or “Unresolved Customer Issue” form (for escalations) via their support site. - 💬 Live Chat:
Available on Dell’s website for quick issue logging, troubleshooting, and case confirmation. - 📱 Social Media:
Message @DellCares on Twitter or post on Dell’s Facebook. Dell’s social support team can escalate internally. - 💡 Tip: Use the Unresolved Issues form if your complaint hasn’t been handled satisfactorily by standard support.
✅ Always save your case number and any emails or chat logs for escalation if needed.
- Acknowledgement: Dell typically confirms receipt of your complaint within 24 hours via email or phone.
- Tracking: You’ll receive a case or service number. Reference this in all future contact.
- Assigned Agent:
- Tech issues: Handled by Dell Support Agents.
- Order/billing complaints: Customer Care Representatives.
- Escalated cases: Managed by Resolution Specialists or Case Managers.
- Tech issues: Handled by Dell Support Agents.
- Communication: Mostly via email, with phone follow-ups when needed.
- Resolution Timelines:
- Simple issues: Resolved within 1 week.
- Technical cases: Longer if parts/repairs needed.
- Refunds: Typically 5–10 business days after approval.
- Simple issues: Resolved within 1 week.
- Satisfaction Check: Dell will ask if you’re happy with the resolution. If not, the case remains open.
📌 If progress stalls, ask for a supervisor or escalate using the Unresolved Issues form.
Common complaints against Dell
Based on reviews and real user feedback, here are the most reported issues:
- After-Sales Support Woes:
- Difficulty getting helpful responses after purchase.
- Repeating your case to multiple reps.
- Scripted or overseas call centre frustrations.
- Difficulty getting helpful responses after purchase.
- Delayed Refunds or Orders:
- Slow or missed delivery timelines.
- Refunds taking weeks or requiring repeated follow-up.
- Slow or missed delivery timelines.
- Product Quality Concerns:
- Faulty laptops, overheating issues, or hardware bugs.
- Refurbished replacements also experiencing problems.
- Faulty laptops, overheating issues, or hardware bugs.
- Too Many Repairs, No Resolution:
- Some users report 3+ technician visits before Dell agrees to replace a faulty unit.
- Some users report 3+ technician visits before Dell agrees to replace a faulty unit.
- Inconsistent Communication:
- Case closures without notice.
- Mixed messages from different reps.
- Case closures without notice.
- Warranty Confusion:
- Dell’s warranties can be restrictive.
- Denials just outside warranty windows, even if the product was expensive.
- Dell’s warranties can be restrictive.
🛠 Tip: Reference your Australian Consumer Law (ACL) rights. Dell acknowledges these in its charter and must honour them.
Got an issue with Dell? Send your complaint instantly!
Real Dell complaints and how they were resolved
Multiple Repairs = Free Replacement: A customer had repeated motherboard and GPU failures on an Alienware PC. After three technician visits, Dell replaced it with a newer model.
Refund Stuck – Resolved via Twitter: One user returned a laptop but couldn’t get the refund processed after 9 attempts. They posted publicly on Twitter, and Dell responded with a refund and a bonus warranty upgrade.
Billing Error Fixed by Supervisor: A business customer was double-billed. Frontline support couldn’t fix it, but a supervisor coordinated with Dell Finance and reversed the charge within a week.
- Ask for Escalation During Support:
If your support rep isn’t resolving the issue, request escalation to a supervisor or the Escalation Team. - Unresolved Issues Form:
Found on Dell’s support site. Submit your case number and a summary of the unresolved problem. A dedicated manager will typically contact you within 1–2 business days. - Contact Dell Corporate (Advanced):
If your case is truly stuck, consider sending a letter to Dell Australia’s Head Office. This can trigger senior support to follow-up. - Social Media:
Post on Twitter (@DellCares) or Facebook with case/order number. The social team often fast-tracks stubborn cases. - Community Forums:
Post your story in Dell’s Customer Care forum. Mods might escalate your case or suggest helpful contacts.
📌 Always keep a clear record of everything you’ve submitted - including names, dates, screenshots, and promises made.
If Dell still won’t resolve your issue, use these external bodies:
- ACCC (Federal Consumer Law):
Report systemic issues or misleading conduct. Use this when Dell is breaching ACL.
ACCC Report Form - State Fair Trading (Mediation):
NSW Fair Trading, Consumer Affairs VIC, and others can mediate directly with Dell. Often the fastest external resolution option. - Small Claims Tribunal:
For unresolved refunds, warranty denials, or faulty products, you can escalate to VCAT (VIC), NCAT (NSW), etc. Dell often resolves cases before they get this far. - AFCA:
Only applies if your Dell complaint involves financing or credit (e.g., Dell Financial Services). - OAIC:
For privacy/data complaints. Only relevant if Dell mishandled personal information.
✅ These agencies are your safety net. Dell usually cooperates once a regulator is involved.
- 📞 Customer Care (Orders/Billing):
1800 812 393 | ANZ_CC_Cust_Serv@Dell.com - 📞 Tech Support:
1300 790 877 | Dell Support Website - 📝 Escalation Form:
Unresolved Customer Issue Submission - 📜 Dell Support Charter:
Customer Support Charter - 📢 Social Media Support:
@DellCares Twitter | Dell Facebook Page - 🧾 Fair Trading (NSW):
File a Complaint - 🔎 ACCC Info:
Consumer Complaint Steps - ⚖️ Small Claims Tribunals:
Search for VCAT (VIC), NCAT (NSW), QCAT (QLD), etc.
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