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 concernsOur representative informed her that the item did not qualify for the prior promotional priceAs a
gesture of goodwill and in the interest of customer satisfaction, our representative offered a discount on a new Dell system purchase; however, Ms*** elected not to accept our offer of assistanceHer request for prior promotional price was respectfully deniedWe 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

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 full refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the
date of the submission, a Dell representative contacted the customer and as a one-time exception, for customer satisfaction reasons, processed a Return Authorization for a refund To date, we have not received the customer’s computer or a response to our representative’s follcontact attempts Dell will not be offering any other concessions and no further attempts will be made to reach the customer regarding this caseWe remain ready to assist the customer within the terms of Dell’s Limited Hardware Warranty and our other policies Should the customer still need assistance, we ask that she contact our 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 had previously filed a complaint with the Revdex.com regarding this same issue; (please refer to past file history - ref # ***) having to do with a computer that was purchased from DELL COMPUTERS, and is still under warranty, but the issue still remainsI was working with an individual: *** RDell | Advanced Resolution GroupPhone +*** *** ***, Extn: ***This individual, was working through the issues with me, when My mother had a heart attack on March 23rd of this year, In my last conversation with Mr***, he stated that he would," get back with me, as I needed to attend to my mothers health" That, was the last time I have spoken with him, I have tried on several occasions to e-mail him, to no avail, I also tried calling, and spoke to an associate of his, who said, " I'm sorry, but he is busy right now, he says he will call you back, when is a good time ? " I told him the best times for me to be reached, and received no return callsI have left several messages with his colleagues, and on his voice mail, all to no availAs you can see, Dell, and Mr***, were highly motivated when your company had contacted them/him, but as there has been a period of time,possibly without contact from your company Revdex.com ? They/He, feels no need to honor the warranty, that I had paid extra money for, and that is still in full effectI would greatly appreciate anything more that the Revdex.com could do again,.(or still ? ) in my behalf with this issue. DELL, and also many of the technical support teams, 1-6, have promised to have the issue fixed, at one point, I was told that they would simply replace the defective computer, (DELL DESKTOP, EXTRA LARGE MONITOR, AND EXTENDED WARRANTY UNTIL 2016) which has not happenedThe Computer, and accesswere over $I would like what is in the warranty, and what I was told by several different support pplat DELL, to have the COMPUTER REPLACEDB.R
Regards,
*** ***

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

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
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 correspondenceOur representative advised the customer the credit has been processed and would
take to weeks to be applied to the accountWe 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, Advanced Resolution GroupIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Dell is responsible for my unit due to it being under their warrantyThey were extremely unprofessional.
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. *** has apologized for the experience and will forward the customer’s feedback to the proper departments. 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:
Regards,
The laptop has broken againWorked for a few days same issueThey now want to send refurbished oneIs this considered new? Also feel I should have warranty extendedI'm very leeryYou would think after all this trouble they would send a new better oneThank you*** ***
*** ***

Complaint: ***
I am rejecting this response because:The computer was obviously faulty for it to have problems days after purchaseI have been very persistent with communication with this business for the past months and no solution was offered until I filed this reportI all of a sudden was offered a "fix"To send in the computer to a depotWhat this company fails to understand is, that if it took months to get a response and get help with a specific issue regarding this productWhat makes them think I want to continue to do business with themI no longer want any part of this business which is why I requested a refund so that I may buy from a company who values me as a customer and doesn't mind fixing the issue without having to file a report
Regards,
*** ***

Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedSincerely, Executive Support Team Incident ID#***Dell Inc

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 correspondenceOur representative offered a replacement system and it was acceptedOur
records indicate the system has been deliveredWe 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

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. *** has had the customer’s name corrected and has issued refunds for her returned merchandise, that should reflect in her next billing cycle. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc

Complaint: ***
I am rejecting this response because:I purchased an extended warranty plus an accidental extended warranty the first system was exchanged under that warrantyThe exchange system never charged but dell informed me a bios patch would come out and fix this system which never happenedAt the end of my warranty I'm I said they never fixed my system and they said they were still working on it but since my system was exchanged for a new system I could get a new warranty so I did for around 700$ now when dell realized they could not fix my system they offered me a referbished system but I told them my warranty called for a new system exchangeI said if they would sell me an extended warranty again I would take the refurbished system but dell said no.Then when it was escalated to corporate they voided my warranty they said they were going to refund it but I never got a penny from dellI was told by tech support if I dident like what corporate said I could always take the refurbished system but dell corporate put a freeze on my account. The issue is fullThe exchange system was defective from day one which dell promised to fix and they didn't and it had a valid warranty so I am owed a working laptopThis is not a cheap laptop I believe I spent over 3k for itthey sold me an extended warranty both accident and full in home and voided it said they sent me a refund and refused to provide me with proof of said refundthey
Regards,
*** ***

Today’s Date: 12/01/
Dear 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 customer has not responded to the agents attempts at contactDell regrets any inconvenience caused and we ask the customer to contact the representative at *** should they still require assistance
Sincerely,
Executive Support Team
Incident 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
Regards,
*** ***P.S. Visa will confirm the return amount of $the middle of this week. I will let you know when this has been completed

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
*** *** *** As a onetime goodwill gesture and in the interest of customer satisfaction, our representative processed a coupon and followto confirm resolutionHis request for unlike replacement system or free warranty extension was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr** ** *** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Today’s Date: 01/20/2015Dear 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 correspondenceThe customer states order concerns with a television ordered through DellAt this time the customer has informed the agent the matter has been addressedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** with any questions or concerns.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Thank you for providing a copy of the customer’s follsubmission. A Dell representative will be assigned to this case and will contact the customer to address the contents of the correspondence.Thank you for providing a copy of the customer’s follsubmission. Customer expressed issues with communication and processing expectations for a system exchange. We regret any miscommunication which may have occurred and appreciate the feedback. Since the date of our last response, a Dell representative, for customer satisfaction reasons, processed a system exchange and a replacement computer has been sent to the customer The warranty purchased with the original computer will be transferred to the replacement computer once the original computer is received back at Dell to close the exchange dispatch. Our representative has attempted multiple times to follow up with the customer and, to date, the customer has not responded to the follow up contact attempts. We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID:***Dell Inc