Dell Inc

Today’s Date: 12/01/2014Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceThe customer states
order concerns with buying a Dell unitAt this time the agent advised the customer the particular unit is no longer sold and the discount is invalidOther units were offered however the customer declined themDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any questions or concerns in this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I will agree to the resolution upon being able to verify receipt of the refund
Regards,
*** & *** ***

Dear Revdex.com,
Our records indicate the representative Prithwika contacted the customer and confirmed to refund the amount of the partsThe representative will update the customer once the credit has processedWe request the customer contact the representative at ***@Dell.com for any further assistance he may need regarding this matter
Sincerely
Advanced Resolution Group
Incident
Dell Inc

Thank you for providing a copy of the customer’s submission. Dell representative, ***, has been assigned to this case and has initiated contact with the customer by phone; in their attempt to work with the customer and bring this matter to a reasonable resolution. We ask that
the customer continue to work with ***. The representative can be reached directly by email at ***

Dear Revdex.com,Our records indicate that Dell representative *** has followed up several times with the customer with no response. The customer purchased his original system which invoiced in and the warranty expired 11/25/2014. Our records indicate the customer was advised in Nov that the system was out of warranty and he would need to contact the out of warranty department for support. The customer claims he was advised that the exchange system that was processed in would have a new warranty. The account does not reflect that this was ever stated to the customerIf the customer is having issues with the system he may contact Dell’s out of warranty department at ###-###-####. Alternatively, we respectfully deny the customer’s request for free support or a free extension on his current warranty. We ask that she contact the representative at ***@Dell.com for any further assistance she may need regarding this matter.SincerelyAdvanced Resolution GroupIncident

Today’s Date: 01/29/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceAt this time
the agent has processed the customers refund to the original form of paymentDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because: I tried contacting the person named by Dell in an effort to resolve issue. The first response was that he was on vacation. Have not heard from since the second effort near end of November. Meanwhile, I received telephone calls concerning my issue during daytime hours. I notified Mr*** and tech folks before him that I work during the day. I asked numerous times for evening calls only. It seems this was an inconvenience to Dell folks since calls continued during the day. I had appointment for a Friday after Thanksgiving when I did not work at 9am. Call was never made to meRegards,
*** ***

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur representative dispatched a replacement for the missing part and our
records indicate it has been deliveredWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc

Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed
with your office by the customer. Thank you for providing a copy of the submission. We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience.Dell representative *** contacted the customer and explained that she did not pay Dell tech for additional support. It was determined it may have been the retailer that she paid for additional support. The representative explained if she does locate a receipt and finds it was Dell to contact us back. We remain available to assist and ask that the customer contact the representative [email protected] Resolution GroupIncident***Dell Inc

Complaint: ***
I am rejecting this response because: Lack of accountability and advertisement Dell never bothered to contact me until I contacted them as my initial delivery date nearedThen they suddenly tell me that the product is discontinuedThey are still liable to fulfill my legitimate orderThe alternative laptop proposed was of completely different configuration with icpu than the latest iCPU which is was attracted me to the item in the first placeMoreover the initial price had hidden charges of $for premium phone support and $for in-home servicingWhen I asked to get rid of then I was informed that it cannot be done as it was part of the bundleThus it seems consumers are forced to buy services which they do not want. By claiming that orders can be canceled etc on their website Dell cannot absolve themselves of their responsibilityThe most honorable thing to do was to apologize for the inconvenience (which only the last agent did) and sell me the laptop with same or better configuration at the same priceDell should have graciously written off the difference in priceThis was aclear case of bait and switchI am sure I am not alone in this, many consumers may have ordered this item as it was advertised during thanksgiving time. I am never buying a DELL againI have also filed a compliant with Attorney general of ***
Regards,
*** ***

Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission A Dell representative, ***, has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** informed the customer the parts to repair his system were end of life and Dell could not supply them. *** also reminded the customer he needs to do a transfer of ownership since he did not purchase the system directly from Dell, but from a third party. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc

Complaint: ***
I am rejecting this response because:Revdex.com, I wanted to let you know the reason I haven't responded to Revdex.com is because I have been in the hospital and I am now in Rehabilitation I fell and had to have surgery Everything in my life has been temporarily put on hold. I do not have any of my records or information available at this time My computer is at home and I am not being discharged from Rehabilitation until February 5, I did receive an email from Dell stating they received the returned computer I was told it would take fifteen or more days before the charge was credited back to my VISA card. As I stated in my original letter I never again want to deal with a Dell employee from India. Thank you for all your help with this matter. *** ** ***
Regards,
*** ** ***

Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and suggests his computer has a manufacturing defect We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records do not reflect that the customer’s computer has a manufacturing defect As previously indicated, the customer purchased the computer during with a one year warranty Since the date of the original submission, a Dell representative contacted the customer and denied the customer’s request for free out of warranty support two years after the warranty expired We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because:
Regards,
*** *** how can ther be two warranty so if *** *** don't want to honor the warranty she ca just say it falls under the fee base one so dell can charge for warranty any time the tech see fit to or if the tech just don't want to so when you purchase something off of dell I don't know whats covered I don't see how this is legal.so you can see how they operate they won't even send a cent cd for the manuel

Complaint: ***
I am rejecting this response because:I did receive both voice mail messages and email messages from DellAfter each message I attempted to contact the Dell represenative and was told he was not at his desk or unavailable and I was given his voice mail or left a message with the person who answered the phone but was not able to help me out. I orginally was under the impression that the number I was calling was a direct line to the person handling the complaint but on all attempts I had some one other than him answer the phone. Below is a copy of the email sent to me and my responseI have not received my refund nor have been able to discuss this situation with a Dell rep.
Regards,
*** ***

Dell representative *** has contacted the customer and authorized an onsite to replace parts The representative has also had the warranty updated on the service tag The representative can be reached directly by email at ***@Dell.com

Today’s Date: 04/21/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** *** ***, to address the contents of their correspondenceAt this time the
customers partial refund has been processed and no other questions raisedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they have any other questions or concerns.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

A Dell representative is working with *** *** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***

Complaint: ***
I am rejecting this response because: I contact DELL for returning the system right after I purchased itBut I did not get responseWhen I get time to contact DELL again, it was out of warrantyI think it was not my fault because I contacted them when it was in warannty, but did not get response.
Regards,
*** **

Complaint: ***
I am rejecting this response because:I feel that I should be given some sort of credit to my account for the countless hours of sitting home waiting for printer that had NOT even been sent. If I had been told the truth in the matter I would have responded in a different way. I had to be transferred from Dept to Dept, was hung up on and was lied to by them saying the printer had been sent. Each time they stated it had been shipped I would ask for tracking number and they would not respondOriginaly was told on 3/3/it would be here in 3-business days. I did not hear from any one in authority until I contacted Revdex.com. Then I was sent a shipping label that was not pre-paid ( it would have cost me $50.00+)to mail their defective printer backThey finally agreed to sending me a pre-paid label, which I have. This in no-way compensates me for my loss of use or my endless time lost on phone or waiting for shipment
Regards,
*** ***