Dell Inc

Complaint: ***
I am rejecting this response because:Dell has failed to repair my laptop timesI was assured by this representative that if I sent in my laptop to their factory for a third time that they would be able to fix itThis was a lieBecause of sequential failures to help me (and without any evidence that they tried anything different in any of those instances), I am no longer willing to waste any more of my time dealing with Dell representativesFor the love of God don't let Dell ask me to have my laptop "repaired" a 9th time
I'm going to throw up if Dell tries to call me one more time,
*** ***

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the terms and conditions of sale and limited hardware warranty
Our representative also informed him that his Dell system limited hardware warranty expired on July 4th, *** *** *** Our representative offered technical assistance; however, Mr*** wanted a full refundHis request for refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [email protected], in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because: Again this would be the second time asking to remotely TRY to fix my computerThe first time DEll Advanced Tech Support crashed my DELL DESKTOP and because it wasn't under warranty I lost a desktop. My laptop is not under warranty so if by chance, my chance, remotely they crash my laptop, they will not replace itThat some confidence in the Dell Tech Support. The trust issue is gone. Beleive me if I'd known that I would have another problem like this with getting a new Dell laptop, I wouldn't have and I will not get another Dell. I have it out there, to alot of people, DO NOT BUY A DELL PRODUCT, THE COMPANY DOES NOT STAND BEHIND THEIR PRODUCT AND THE CUSTOMER SERVICE/TECH SUPPORT IS USELESS. I WANT ANOTHER LAPTOPPERFERABLY ONE WITH WINDOWS ON IT!!!!!!!!!!!!!!!!!!!!!!!!! IF I CAN'T GET A REFUND. REPLACE IT WITH ANOTHER NEW LAPTOP NOT A REFURBISHED ONE
Regards,
*** ***

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** **A Dell representative contacted the customer regarding the issues described in his correspondenceAs the customer could not provide information to verify ownership, our
representative respectfully denied the customer’s request for a replacement monitorWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Executive Support TeamIncident ID: ***Dell Inc

Today’s Date: 12/12/2014Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, Susan, has been assigned to this case and has reached out to the customer, *** *** to address the contents of their correspondenceDell regrets any
inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** .Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com,
Our records indicate that Dell representative *** contacted the customer to update her that the warranty has been extended the months. The representative again apologized for the situation. We remain available to assist the customer under the terms and conditions of the warranty
Please have the customer contact the representative by email at ***
Sincerely
Executive Support Team
Incident
***
Dell Inc

Dear Revdex.com,
Thank you for providing a copy of the customer’s
submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The representative, for customer satisfaction reasons, processed a system exchange to replace the customer’s computer Follcontact with the customer indicates the replacement computer is functioning properly and the customer is satisfied with the resolution We ask that he contact our representative at *** should there be any further questions regarding this matter
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc

Dear Revdex.com,Thank you for providing a copy of the customer’s subsequent follsubmission Customer reiterated dissatisfaction with Dell service and support We regret any miscommunication which may have occurred and appreciate the feedback Per the terms and conditions of Dell’s Limited Hardware Warranty, to distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering warranty service. As previously indicated, since the date of the original submission, the customer was contacted and offered assistance consistent with the terms of the warranty The customer declined the assistance based on our representative’s geographical location Should she reconsider and agree to troubleshoot, she may contact Dell’s technical support representatives at ###-###-#### Alternatively, should she want assistance from the representative assigned to assist with her submission, we ask that she contact the representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because: I was out of country due to family emergency last week but sent an email to *** on Dec 19th to call me at work (email attached). The social media team kept sending me an email asking for reference number which I never received initially and thats why the complaint originated. I tried to call Dell on Dec 19th since *** did not call as I requested and put on a hold for min and being cut off again. This has been the same issue as I described earlier and I do not want to call again after spending about 2-hours on the phone explaining the situation and being cut off. *** did talk to me right after I filed the complaint to Revdex.com and provided me the order number but never offered me any solution. I asked him how I can return this laptop due to terrible customer service, he informed me that I needed to call Dell for that and I explained him that I did not want to call and asked for online return but he said that there is no online option. I'm not sure what *** wanted to talked to me again after refusing to set up an online return. Dell customer service is one of the worst and it still continues as *** acts to talk to me without providing any solution
Regards,
*** ***

Complaint: ***
I am rejecting this response because:*** has NOT attempted to reach me numerous timesDell calls now and then and then they hang up when I answerThey continue to call my cell although I have repeatedly asked them not to.They gave me a new computer but they can't or won't get it to work properlyService is terribleThis has been going on for over two months now*** *** *** *** ***
Regards,
*** ***

Dear Revdex.com,Thank you for providing a copy of the customer’s submission
Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided The link included in the customer’s submission regarding a motherboard replacement pertains to computers shipped prior to March 1, Our records indicate the customer placed his order on-line during August, 2011, and opted for a one year warranty which has expired Dell has a twenty-one (21) day Return Period and, as the order invoiced during 2011, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The representative clarified that the customer’s computer was not affected by the defect described in the link and denied the customer’s request for free out of warranty repairs or a refund We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service and ask that he contact our representative at *** should there be any further questions regarding this matter. Sincerely,*** *** ***Incident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because: I regret to inform you that I am back due to the fact the Dell is refusing to comply with the following agreement made with this corporationI have tried to handle this with Dell on numerous occasions and have been treated with the utmost disrespect that I have ever witnessedI have tried emailing *** ( the man in charge of this case through the Revdex.com) I have also tried calling *** on numerous occasions during the work hours listed in his emailHe is never present at work when I call and is never available to speak with me nor does he call me backI have left my name and number and he has yet to call me backI called today to speak with him during his work hours and the corporate operator said he was not in work yet and said he would call me backI told the operator that I am still waiting for a call back from this man and if he could please transfer me to a supervisor or anyone else in his department, which he refused to doHe then hung up on meI have tried calling Dell and asking to speak with any supervisor I canwhen I did, I was on the phone for one hour and transferred six different times when I asked to speak with a supervisor...none of the transfers led me to a supervisorOne department that I ended up in that was most upsetting to me was the Latino Department based out of Cuba (something along those lines) The man picked up and was speaking Spanish to me....This was after I asked to speak with a supervisorI do not appreciate the games this company's employees are playing with meThe issue I am facing is this: I bought a computer from Dell a year agothe wireless card inside this machine never workedI had numerous technicians enter my home to switch out partsI have had numerous technicians enter my computer via the internet to fix this issueI have spent hundreds of hours and countless phone calls to this company to fix this issueand it was never fixedOnly after I contacted this company (the Revdex.com) was a replacement computer sent outThe agreement I had with Dell was to send me a computer that was nothing less then what I had purchasedThey sent me out a computer that did not have a disk driveI am a photographer and require a disk drive for my work and made that clear when asking for the replacementI then had to make countless emails and phone calls to *** to request a disk driveHe sent a disk drive out after informing me that "he did send me the system requirements about the system he was sending" Of which I replied..." I also told you not to find my anything less then what I have currently purchased." I then realized that I did not receive a recovery disk with this computer, like I had with the first computerI found this out when I realized I may need it due to the fact that the touch screen on my new computer had stopped working three different times within the first two weeks of owning this new replacement computerI have contacted other reputable computer companies asking about recovery disks and they all informed me that they send along recovery disks with their computers because otherwise you'd have to purchase an new OS in order to reboot the systemI do not plan to have any contact with this negligent, rude company in the future or in regards to the health of my computer and I require a recovery disk for my operation systemI spent over a thousand dollars for this computer and expect a recovery disk should anything happen to it! Every computer I have purchased in the past has come with recovery disks as well as disks to fix the systems driversI am only asking for my recovery disk that Dell has conveniently left out of the packaging of my replacement computer.I am formally requesting a recovery disk for my operating system as well as an apology for the poor customer service practices that have been handled by Dell's employeesDell did not include the recovery disk for my operating system that costs over a thousand dollarsI need my recovery disk!
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I am seeking the return of payments to me personally, not to my Dell account I have communicated this to the Dell contact When I have received my money, then I will feel this complaint is resolved
Regards,
*** ***

Complaint: ***I am rejecting this response because:I am completely appalled that Mr*** still needs to "REQUEST PHOTOS" of the damaged unit (which clarifies to me that he is not even properly educated about the matter but yet has already verbally advised me that their "resolution"/"discount" is the best that they can do). How exactly would one make a determination that the customer can have ANY faith in whatsoever, when you do not even have all of the details of the situation, as evidenced in their response? If this person has not even set eyes on my computer, how can he actually validate what I have been telling him or make any kind of executive decision about the merits of my problem- the fact that this suppposed "damage" occured through normal, everyday usage of a BRAND NEW COMPUTER. As I indicated to Mr***, I was merely closing my computer - not slamming it, not kicking it, not dropping it, etc. The "damage" is at the very top of the screen where one would close the laptop. There is no other damage. Not only was the unit not being misused or mistreated to ANY extent whatsoever, I also have a warranty. To be honest, I do not even believe that my warranty should be exercised in this case. There is no reason why me closing my laptop screen should break it. I am 120lbs WET..my index finger and thumb aren't that strong. I purchased a computer, I do not expect to be held liable for terrible workmanship and shoddy materials on the part of DELL.Regards,*** ***

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt will be made to contact the customer. We respectfully denied the customer’s request in regard to the monetary compensation; I am writing on behalf of Dell in response to your (email/letter) regarding receipt of unwanted marketing material. We appreciate your taking the time to bring this matter to our attention. I assure you we take matters like this very seriously and have initiated an investigation. I will continue to monitor the situation in our efforts to prevent this issue from occurring in the future. Please understand that Dell must provide publishers with mailing lists weeks in advance, to allow time for printing and mail processing. As a result, it may take up to days before an opt-out request becomes fully effective. Please accept our sincere apologies for any inconvenience this may have caused. Please have the customer contact the representative by email at ***@Dell.com with any additional concerns.SincerelyExecutive Support TeamIncident***Dell Inc

Revdex.com Complaint ID: *** Dear Better BusinessBureau, I am writing on behalf ofDell Incin response to the complaint filed with your office by thecustomer. Thank you for providing a copyof the customer’s submission. Our records indicate Dellrepresentative; *** *** had called the customer and discussed hisconcerns. The customer reported that Dellhad in error, shipped him a Dell Precision Mlaptop computer, which hewanted to return to Dell at Dell’s expense; he needed a box and a prepaidreturn shipping label. *** ***arranged for an empty box and a prepaid return shipping label sent to thecustomer. The customer used the box andshipping label to return the equipment; Dell received the equipment on01/13/2015. The customer, at that time he posted his concerns, had been waiting on arefund check in the amount of $from Dell Financial Services (DFS) forsome Dell equipment he had returned for refund. During his conversation with *** *** he confirmed he had received hisrefund check for the returned equipment; however, *** *** had informed thecustomer the refund was short by $which was for the original shippingcost. In the interest of customersatisfaction, *** *** requested a check from DFS in the amount of $tobe sent to the customer as soon as possible. DFS mailed a check to the customer on 01/13/2015. The customer has confirmed by email to ***
***, they have received the refund check in the amount of $from DellFinancial Services. Please have the customercontact our representative directly by email at *** if they should needany further assistance in this matter. Sincerely, Executive Support Team Incident ID# ***Dell Inc

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a
couponOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc

A Dell representative contacted *** *** *** and is working with her to achieve an amicable resolution for her concernsProduct is being sent to depot for serviceOur representative may be contacted directly by e-mail at ***

Thank you for providing a copy of the customer’s follsubmission Dell representative, ***, has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact the representative at ***@Dell.com for any further assistance he may need regarding this matter

A Dell representative is still attempting to address the customer’s concerns to reach final resolution however, there have been unforeseen delays in building a replacement computer for the customer We are making every effort to process and ship the replacement as soon as possible Our agent remains engaged and customer may contact the representative at ***@Dell.com for any further assistance he may need regarding this matter