Dell Inc

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

A Dell representative contacted Ms*** ***t by phone and e-mail; however, has not been able to discuss the contents of her correspondenceOur representative may be contacted directly by e-mail at ***@Dell.com

Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** *** ***A Dell representative recently contacted Mr*** regarding the issue(s) described in his correspondenceOur representative explained the terms and
conditions of sale and limited hardware warranty which dictates that software issues are not covered under the warrantyPlease note that our representative provided technical assistance and referred him to 3rd party vendor for related supportHis request for replacement system or 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 ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc

Complaint: ***
I am rejecting this response because the product's web page does NOT state any type of limit with regards to promotional e-gift cardsThis is clearly deceptive marketing as I was led to believe that if I paid $for this game, then I would receive a $promotional e-gift cardIf the product's web page had clearly stated the limits for promotional e-gift cards, then I would NOT have made the purchasesAlso, the terms and conditions simply state a limit of Is that a limit of per month, quarter, year or for the lifetime of the customer's purchases? I would appreciate Dell review this issue again and look at it from my perspective as a customer who saw a great deal, but was unaware of the limits because the limits were NOT stated on the product details page nor shopping cart once the item was added
Regards,
*** **

Thank you for providing a copy of the customer’s correspondenceA 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
I received the cartridges for the printer and they do fit. You can close your fileRegards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***HelloI am rejecting the response because it does not in any way deal with what my concern isI am not asking for a refund for the entire policy, I am asking for a "pro ratarefund based on the time remaining on my Protection Plan"Ms *** from Dell said, and I quote: "it is just like an insurance policy and just because it is not used does not constitute a refund"If I pay in advance for my life insurance, my health insurance and other protections plans, I will get a reimbursement for the amount of time I did not use but paid for on that policyI pay yearly for my life insurance policy, not years in advanceIf I paid three years in advance and chose to end my life insurance policy after two years, they would get reimbursed for the year that I did not use and ended my policyThat is what I am asking forI have months left on a $three year paid in advance policyI am requesting that I get credit towards a new policy or a new machine that I was planning to purchase from DellAt no time in 2012, when I spent $in advance for a three year protection plan that lasts until July of 2015, was I told by the selling agent that if I wanted to purchase a new computer or if I chose not to use the computer anymore that I would not get a reimbursement of the pro rata amount on my policy (again, not for the portion of the policy already used)No where on my purchase receipt does it say that eitherThey did tell me that should I give the computer to someone that the policy is transferable but I am not giving away the computer or planning to use it so the policy will not be used or transferredThe standard for extended warranties is that they refund or credit pro rataOtherwise, this is quite a racquet that Dell has devised to keep money that is not theirs to keepIt is dishonest and divisiveAgain, lets be clear...I am not requesting a refund for the two and a half years that I had the machine and had the policy in effectI am asking for a refund of the remainder of the future months that I will not use the computer or the warranty because I plan to buy a new machineAs a last note and just for an example, Square Trade Warranty specifically says that their policy is, "policy pro rata refund based on the time remaining on your Protection Plan"I don't think Dell should be stealing money from their customers when requiring them to pay several years in advance for a policy and not giving a refund for services that are not in the customer's possession and will not be used, but have been paid forWrong, wrong, wrong! ?

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. *** is in the process of reissuing the customer’s coupons. 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: Yes, I was contacted by the Dell representative, who read off the standard protocol speech to me. I've unfortunately had so many telephone conversations with Dell I know their script word for word.The Dell representative's response was to apologize for the inconvenience and that they will use my feedback to provide their staff with training PERIOD. The conversation was all about Dell, not about how their product and their services impacted their customer. It was how they were going to use my problem to their advantage - "oh, and by the way, hey sorry for the lost month of your time and expense."I will never get back the hours I had to spend on the phone or the downtime without a computer. I know that. HOWEVER, I do think it's wrong that I was given a "refurbished" machine when I paid full price for a new one. (My machine was only months old.) I was given someone else's problem machine, just like Dell will take my broken machine and "refurbish" it and pass it along to another customer who probably has the same problem I had. WHAT A RACKET! Dell is charging its customers full price for machines that are faulty to begin with, then force used machines on them, take the broken old one, and pass it on. They are making a profit from the own lack of quality.At the very least, I would hope Dell would refund me the difference in price between what I paid for my NEW laptop verses how much a REFURBISHED one costs. I think that is fair
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Untruth.The prepaid label was sent to me in a DELL #Business envelope with DELL branding and return addressNothing else was in said envelopeNo return materials, box, wrap eitherI had to buy my own packaging for returnDell - my warranty has since expired - the warranty I was promisedI called TWICE to give you the Tracking number, but i'm labeled a uncooperative consumer?! You paint a very distorted picture, and until you actually take some kind of accountability for this issue - it wont be resolved
*** ***

Complaint: ***
I am rejecting this response because: Dell has only refunded $so far
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Dell refused to follow their own policies that they put on their website They stated that they would match Bestbuy prices, but when speaking with a different supervisor at Dell they stated that they would not because Bestbuy's website does not show if inventory is available (the website did not say it was sold out which Bestbuy puts on the site if the item is not available) I eventually got Dell to match Amazon for a little bit more though the supervisor stated he was not why the previous supervisor rejected it So after 4-hours waiting for calls, I got them to match a website, however Dell did not fully follow through with their terms on their website I also made a complaint on Dell's facebook page and they stated I should go buy from Bestbuy or Amazon (the only reason I bought from Dell is I had a giftcard to use).
Regards,
***

Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the original submission, a Dell representative has been assisting the customer and processed a new system exchange to resolve this matter The representative has attempted to follow up with the customer but, to date, there has been no response to the representative’s 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

Complaint: ***
I am rejecting this response because: Two reasons, the first Dell still has not in any communication addressed the concerns of the messages I have sent them, either verbally or writtenAlthough after much time and inconvenience to their customer, the machine is operational The technician they sent this last time was very professional and seemed knowledgable in respect to his limited duties.Second, as you will notice on many of the requests on this page, the company is simply funneling customers back to their support This serves the purpose of keeping their dealings private, maintaing the rating that you have provided them and continuing to not address the feedback listed The purpose of going through the Revdex.com is add a layer of transparency in the dealings with corporations By allowing them to funnel customers back to their corporate support, which often times just then funnels them back to their tech team, you effectively are allowing the corporation to side step the process The representative that did contact me, did not contact me at the time I provided Instead proceeded to call me about once a day, during my workday, until I answered When he reached me, he simply stated that he would contact me after the service was completed I point this out in an effort to show that the company did not respond to the concerns expressed in my complaint During the time that my machine was down, which was a full month, I received scattered communications, delays and a lack of interest in doing what is rightIt wasn't until I was put in the position where I would either have to buy a new computer or loose one of my clients, that I agreed to set aside more time and allow another tech come After the technician serviced my machine this last time, I received telephone calls abound from the organization, wanting me to confirm that the machine was in working order Which at the time, I could only state that it was more functional then when it previously was worked on So until now I have not responded, as I didn't have an appropriate gauge of its functionality After taking an appropriate amount of time with the machine, catching up on the work that I am REQUIRED to do weekly, the machine is functioning aside from the sound randomly dropping, requiring a restart for it work again This is independent of the application, as it happens across multiple apps It maybe indicator that the graphics cards that are pushing the sound will fail but I dare not risk the chance of being without a machine again If more serious problems arise with it, I will update this case If the company would like to contact me to address the concerns mentioned in my previous correspondence I would be more than happy to work with them to resolve this complaint

Thank you for providing a copy of the customers’ submission. Dell representative, ***, contacted the customer and offered to trouble shoot the system to determine if parts could be dispatched The representative explained that an onsite tech will be dispatched to replace parts.
The representative respectfully declined the request for a new Precision as an exchange and will support the system under the terms and conditions of the warranty. Please have the customer contact the representative by email at ***

Today’s Date: 11/05/
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
agent has confirmed the credit was processed on Dell's end, however the customer has not responded to the agents requests to confirm the credit on their endDell 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 their be any questions or concerns
Sincerely,
Executive Support Team
Incident 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 conferenced the customer in with the verification department and he can keep the computer. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI requested that the hinge be fixed and it is
Regards,
*** ***

Dear Revdex.com, I am writing on behalf of Dell Incin response to thecomplaint filed with your office by the customer. Thank you for providing a copy of thesubmission. We regret anydissatisfaction the customer may have experienced and appreciate the feedbackprovided
regarding this experience.Dell representative *** contacted the customer andconfirmed a return for full credit had been authorized. The representative followed up with thecustomer confirmed the credit has posted and will reflect on the next billingstatement. We remain available to assistand ask that the customer contact the representative ***@Dell.com SincerelyAdvanced Resolution GroupIncident***Dell Inc

Dear Revdex.com,Dell representative *** has followed up with the customer and authorized for a replacement hard drive with OS disc to be shipped as a one-time exception. We ask that she contact the representative at ***@Dell.com for any further assistance she may need regarding this matter.SincerelyAdvanced Resolution GroupIncident***Dell Inc