Dell Inc

Today’s Date: 12/29/2014Dear 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 continued techncial concerns with a second unitAt this time we ask the customer to contact the representative working the case to address these new questionsDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** who is ready to assist.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because:There appears to be a huge disconnect between the Dell Executive Support Team that responds to these Revdex.com threads and the people at Dell supposedly working on this caseI received an email response yesterday from yet another new person at Dell, *** *** purporting to update my service requestThe Dell Executive Support Team that responds to this Revdex.com thread appears far removed, and quite frankly, aloof with the amount of time and frustration this case has causedThis is evident in their persistent "copy/ Paste" manner of repeating essentially their boilerplate response from the beginning while being so far removed from the actual occurrences in this case
Regards,
*** ** ***

Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and wants concessions We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate the
printer was originally purchased in with a one year warranty which expired during March, Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The representative denied the customer’s requests for free ink or warranty and, for customer satisfaction reasons, offered a discount toward an ink purchase which the customer declined Dell will not be offering any additional concessions and the customer requested no further contact We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because: Dell has still yet to provide any reasonable offer to resolve the situationI have no need or desire to order another item from Dell.It is very unfortunate for them as they have lost a customer over a $gift card and due to their inability to complete an order properlyI have shared my experience with multiple friends and family, who have been appalled at Dell's unwillingness to provide a reasonable way to resolve the situationIt appears that Dell does not care to truly provide adequate, much less good, customer service.
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 closed. Sincerely, Advanced Resolution GroupIncident 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 concernsAfter further review, our representative issued a product returnOur records show that the credit has
been posted to the original form of paymentOur 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 by email at ***@Dell.com, in case Ms*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because: The Dell representative told non-truths in this responseThe representative NEVER offered to send out an on sight technician to, once again repair my computerAs a matter of fact, the offered NOTHINGThey sent another e-mail to me, which I responded to today (it came during the night)They wanted to know what I wanted doneMy response included:To speak to an American representative, as I have requestedTheir Reps(I believe from India) are very hard to understand & do not understand English very wellThis is an ongoing problem with DellExplanation as to why they will not replace my computerIt has never worked correctlyAs a matter of fact, in response to my last complaint, they replaced the Hard Drive in my computer, which was 1-months oldIt was "broken" when I received itAt first they refused to do anything to fix it, until I contacted the Revdex.com.Understand that I bought a Dell, specifically because it came with guaranteed in home repairsBut to get to do that, you have to work, endlessly, with their Reps by phone/computerI have yet to find out how to have my request "escalated" to the point where they will come to my home, without spending HOURS trying to fix the problem
Regards,
*** ***
?

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

Dear Revdex.com,Our records indicate the representative *** followed up with the customer
in regards to his concernsThe representative authorized a credit for the amount of the docking station as a goodwill gesture and confirmed credit posted back to the account. We request the customer contact the representative at *** for any further assistance she may need regarding this matter.SincerelyAdvanced Resolution GroupIncident***Dell Inc

Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Ms*** expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback As previously indicated, due to our agreements with credit card issuing banks, Dell policy is to refund only to the original form of payment, unless it is no longer availableIn this case, the refund was processed back to the original form of payment and was accepted by the bank which issued the credit card used for the original purchaseNo other refund options are available from Dell as the funds remain in the possession of the bank which issued the credit card Since the date of the original submission, our representative advised Ms*** to contact the bank as the funds remain in their possession Dell’s stance in this matter remains unchanged, and no further attempt will be made to reach Ms*** regarding this case Our agent remains available, should she wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Today’s Date: 12/30/2014Dear 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 various
technical concerns with their Dell unitAt this time the agent has offered a system exchange to the customer, however the customer has declined this offerDell 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 reconsider the agents offer..Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because:I asked for a refund several times and I was ignoredI was constantly being asked to troubleshoot during the hours that I work and this interfered with my job and made me even more frustrated! Please see my email below From: ***, *** * [mailto:***@optum.com] Sent: Saturday, November 22, 3:AMTo: *** ***Subject: RE: Revdex.com Complaint || Regarding your Dell Incident # *** Hello, I do not accept this response because:I asked for a refund several time to several different people at Dell and they ignored meAlso kept wanting me to take time away from my job to troubleshoot.Can you please send me the instructions to do this via email? The point is I want a refund to get a different oneThere is no reason a brand new laptop should have to be wipedI know you have the authority to provide me with a refund and that is what I would like
Regards,
*** ***

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 offered the options of depot service, a system exchange or going forward with the onsite serviceThe customer decided to have the system repaired onsite and our records indicate the service has been performedThe customer has not raised any further issues. We 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

Today’s Date: 11/07/
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 correspondence***
regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***_***@***.com
Sincerely,
Executive Support Team
Incident ID: ***
*** Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is very satisfactory to me
Regards, *** ***
*** ***

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 ***[email protected]

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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent promotionally priced TV on Dell’s site We regret any miscommunication which may have occurred and appreciate the feedback Dell makes every effort to avoid errors on the Dell site and in other advertising as we fully understand the bad experience it can cause Dell customers, and DellGiven that problems do happen, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handSince the date of the submission, for customer satisfaction reasons, the customer has been provided the promotional price on a similar TV We ask that the customer contact our representative at *** should there be any further questions regarding this matter.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 wants compensation for the difficulties he has experienced 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 and, for customer satisfaction reasons, processed a Return Authorization A full refund for the customer’s computer has since posted to the customer’s account We ask that he 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: the computer was defective,I lost the same programs that the computer came withIt cost me over to replace the programs I lost when I got the computerThe second hard drive was also defectiveThis was a brand new computerI never had a problem like this in my lifeThey build garbage and then want you to pay even more money to fix there defectthe programs I lost cost them nothing, the computer should be fixed as if it were newthey bait and switch and want more money!