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 the customer stated the issue has already been resolved and his credit has been posted for the keyboard We remain available to assist and ask that the customer contact the representative ***@Dell.com SincerelyAdvanced Resolution GroupIncident***Dell Inc

Complaint: ***
I am rejecting this response because:
I feel since the machine was no in operation for months that I should be provided an additional months of warranty to the current policy I have left
Regards,
*** ***

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 respectfully denied the customer’s request
for compensation or free software support and explained the system’s limited hardware warranty was extended; however, the customer did not extend the software support which expired in May We 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 ***
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 offered the customer a depot repair of her system of a refurbished replacement per the terms of Dells limited hardware warranty if the customer chooses to accept. 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

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 correspondencePer the terms and conditions of the limited warranty, the customer received a
system exchange; however, the customer requested a new system replacement and warrantyOur representative respectfully denied the request and offered the customer a warranty extensionThe customer declinedWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative remains available and may be contacted directly via email at ***@Dell.com.Sincerely, Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***I am rejecting this response because: just letting you know the response time to solve my original laptop issue is UNEXCUSABLE! MrJay Ford connected to my defective replacement "refurbished" laptop and fixed it in minutes the 1st time! (I think, havent' had a lot of time to be on it with Xmas) SO WHY PUT ME THROUGH MONTHS OF AGONY AND NOW FEDX RETURNS on my original laptop???????????? You need to work on your customer service issues!I have responded to Mr.***.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 miscommunication which may have occurred and appreciate the feedback Since the date of the original submission, a Dell representative, ***, contacted the customer regarding receipt of unwanted marketing material We appreciate the customer taking the time to bring this matter to our attention We wanted to assure the customer that we take matters like this very seriously and have initiated an investigation We 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, after which time the customer should not receive any further mailings The customer may contact our representative directly by email at ***@Dell.com for any further assistance he may need regarding this matter.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. The customer has emailed *** that he wants nothing further to do with Dell and would consider any further communications harassment so *** has closed his complaint. 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 I accepted the exchange for my defective laptop. I hope that this laptop won't have the same problems that the other one did since their are many complaint on the dell website and 48% bad reviews regarding my exchange laptop model. Since I was offered only to take this model that was comparable to what I originally purchased I made my dicession to take it rather to refuse and stay with no laptop. Dell representative was very firm and punctuated and he upgraded me to this laptop and it arrived in a week
Regards,
*** ***

Complaint: ***
I am rejecting this response because:As I stated in my complaint, I know my Dell XPS laptop is out-of-warranty, but before the crash I had a working product key with no issuesSince Dell does not provide CD/DVD's, I ordered and paid for a Dell USB Recovery Key for US DollarRight after I placed the order, I received in total delay notices:1.) December 4th, => Delay # 12.) December 17th, => Delay # 23.) December 22nd, => Delay # 34.) December 29th, => Delay # 4See all delay notices attached.After delaying my order for almost month, I did escalate my complaint and it's when *** *** came in and helped my by canceling my initial (paid) order *** and he processed a new order free of charge which I appreciateAfter receiving the FREE Dell USB Recovery key, I was able to reinstall my PC but the product key which is branded in my BIOS, is not validAccording to Microsoft, the OEM (BIOS) product key *** is blocked and I need to get a new product key from DellPrior the crash, the product key was OK, not after the reinstall, the OEM product key is not usefulWindows was in good working condition and no matter what happens to a PC, the Windows key should ALWAYS be reusedThis is the reason why I demand a good working key for Windows 8.1. Regards, *** ** ***

Thank you for providing a copy of the customer’s correspondenceA Dell representative is working with *** *** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***

Dear Revdex.com,Thank you for providing a copy of the customer’s subsequent follsubmission Customer reiterated dissatisfaction with Dell service and support and wants a discount for the purchase of a warranty extension The documents included with the customer’s follow up submission indicate a date for which the offer for a discount expired when the quote was not converted to a valid Dell order Since the date of our last response, a Dell representative contacted the customer and, for customer satisfaction reasons, processed a discount toward a warranty extension We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

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 records indicate the returns have been received and credit has been applied
to the original form of paymentWe 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

Today’s Date: 02/04/2015Dear 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 technical concerns with their Dell unitAt this time the agent has been informed by the customer the matter has been addressed and the agent has taken the customers feedback as it pertains to his Dell support experienceDell 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 other questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

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 customer has
been creditedDell 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

Dear Revdex.com, Thank you for the opportunity
to address the correspondence submitted by *** *** ***A Dell representative contacted the customer regarding the issues described in his correspondence. Our representative assisted the customer with the ownership transfer and dispatched a keyboard to the customerThe customer reports no other issuesWe 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 ***. Sincerely, Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customer. Please have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concerns.Advanced Resolution GroupIncident***Dell Inc

Today’s Date: 03/26/2015Dear 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 continued service concernsAt this time the agent has completed processing the refund for the customerDell 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 an other questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because: my problem with this Dell Transaction was ***a *** offered the church a net payment terms. So when I accepted this, he placed the order and gave me a shipping date. Then they cancelled the order not once but twice, saying the first time that I needed a duns #. I called an explaned all we had was a tax exempt letter and a federal tax id #. We do not have a duns number, I asked if the fed tax id and tax letter would suffice and he answered yes this was when the first order was cancelled. Then he Replaced the order again mis leading us to believe we were approved for a net term transaction. And then they turned around and cancelled the 2nd time. THen if that wasn't enough I received an email from the supervisor ***, who basically acted like all was good and we could now proceed with the transaction. So then I get an email from her saying to contact the customer service dept to reorder, however this time to my understanding the original terms would not apply now the transaction would have to be a cash only deal. So something's wrong with this picture, this was handled very unprofessional. Dell sales people should not be approving net sales if they're not going to stand behind their agreements. And this last reponse thru the Revdex.com says I have failed to contact them. Which is not true I have called ***. As a matter of fact we just ordered a brand new dell Inspirion Series for my daughter for college that we did pay cash for since all of this began. we were simply trying to buy a new dell for the church on payments or net 30. Our dell that we currently have is a Dell Vostro, my other complaint is that when I went to order this the salesman told me he would never order anything for the church except a Dell Latitude, now I just bought the Vostro about years ago. Very bad pr for Dell in my opinion. My
Regards,
*** ***

Dear Revdex.com,Dell representative *** followed up with the customer confirmed the credit has posted to his credit card and will reflect on the next billing statement. Please have the customer contact the representative by emailing at *** with any additional questions or concerns.SincerelyAdvanced Resolution GroupIncident ***Dell Inc