Dell Inc

Complaint: ***I am rejecting this response because:The first agent assigned to provide "support" repeatedly refused to converse with me via email - despite my telling them, point blank, that "I fully intend to keep a "paper"-trail of all communication regarding the Dell computer in questionI will not communicate via phone" (direct quote)The agent neglected to explain why telephone conversation was necessary, when written (typed) communication could quite easily suffice.The conversation then went downhill from thereI was first told an absurd lie: "Your system has a phone support and hardware warranty which expires tomorrow" - this is a direct quote from an email, sent by the agent in question, dated Monday, February 23, 12:PMI responded by questioning the dating, and was in turn told "As per the information we have, your system warranty expires on the 24th and not 25th" (direct quote).This is an outright lieI have attached a screenshot - taken on the 4th of September, - from the Dell website, stating, quite clearly, that the warranty expires on the 25th - not the 24th.Another part of the email from the initial agent:"If you do not cooperate and refuse to speak with us regarding the issue, we will be forced to close the case post which we will no longer support the issues on your system unless you pay for the same."First of all - cooperation: I apologize for the confusion, and would be more than happy to clarifyI do not need to cooperate with DellI am the one that spent my money, purchasing one of Dell's faulty, defective productsDell needs to cooperate with me - at least, only as long as they wish to stay in my good graces, including:* Expecting my business in the future.* Expecting me to positively review or recommend their products and/or "service" to colleagues.* Expecting me to conclude this Revdex.com intervention with a positive review of the outcome of "service" provided.None of these are at all likely to happen.Second, for the last part of the above quote: "...we will be forced to close the case post which we will no longer support the issues on your system unless you pay for the same."Truly? Because I was also told, by the same agent, "The technical issues have been reported before the warranty has expired so we will support the issues till it is resolved, regardless of the warranty." (in the very same email, no less).So...Dell will support the issue until it is resolved - warranty or not - because the faults occurred within the lifetime of the warranty...but then I am threatened that they will "no longer support the issues on my system unless I pay for the same." I paid almost $for the faulty laptop in question, I receive atrocious "customer service," and I have absolutely no faith that - even if Dell were to replace the defective product at no cost to me - I absolutely do not believe in the integrity and quality of Dell's productsWhy would I pay more money to fix a problem that should not have occurred in the first place? Why should I continue to waste my time dealing with a customer service representative that will neglect to explain why email communication is insufficient? What hopes do I have that any replacement Dell might provide will have any quality or integrity?One last quote from my last correspondence with the initial agent:"Of course, the same will be notified to Revdex.com upon closure."I am glad to hear thatI will be more than happy to tell the Revdex.com myself - I'll even forward the entire email chain, if desired.After the last email from the initial agent, I was thoroughly fed up and disgusted with the entire situation, and had no intention of continuing to waste my timeA second agent attempted to get in touch with me repeatedly - while I appreciate the persistence in trying to resolve the issue, I am out of patience.Patience, and a laptop - I took the remaining components to a tech recycling center on February 28th to dispose of themThere is no longer a laptop *to* service.But please - absolutely do not misconstrue either my giving up on communicating with Dell's "customer service," or my disposal of the faulty product, to be any sort of measure of forgiveness, complacency or satisfactionIt is none of those things - it has been nothing short of an infuriating waste of time, money and health.Regards,*** *

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsPlease note that a product return has been processedOur 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 e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this caseSincerely,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 even though there is an outstanding issue with the Bios and USB PCIe Cards (not related to this particular problem). If that issue isn't resolved, it will be necessary to open a new case just about that problem
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I am rejecting Dell's response for resolution because I paid for a brand new computer and I am expecting nothing less than that to be delivered. The one Dell had sent me was programmed wrong and it would not allow me to type. I called Dell the week after I purchased the computer trying to get a resolve, but could not. I have taken a penalty at school because of this matter and Dell has not done anything about the situation. They mailed a couple of cd's and ask that I reprogram the computer. When I called Dell the calls are being transferred around to different departments never getting anyone to give me a straight answer to why all the problems, and it suppose to be a brand new computer. The fact that I had to report it to the Revdex.com should indicate something!Regards,
*** ***

Today’s Date: 04/24/2015Dear 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 is
still working with the customerHowever, as per Revdex.com policy, a final response is being submitted todayThe agent will continue to work with the customer until the matter is resolvedDell 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.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

A Dell representative is continuing to work with *** *** to achieve an amicable resolution for her concernsProduct return is still being processedOur representative may be contacted directly by e-mail at ***

Dear Revdex.com,
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer warranty will expire on 3/4/the customer does have the option of purchasing and extend warranty. At this time Dell considers this issue closed. Please have the customer contact the representative directly by 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. *** confirmed the onsite service has resolved the customer’s issue 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

Today’s Date: 03/05/2015Dear 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
concernsAt this time the agent has come to an amicable agreement with the customer and the gift card 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 ***@Dell.com with any questions or concerns.Sincerely,Executive Support TeamIncident ID:***Dell Inc

Complaint: ***
I am rejecting this response because:We need to be careful here because we have only a promise from Dell to stop sending me junk e-mailI have been fighting junk e-mail from Dell for many years, and I have NEVER been a customer of DellWe should close this only after a few months have passed, or that Dell provides reasonable proof that the unsubscribe went through successfullyI have had it with Dell and their junk mail and their promises.In summary, Dell needs to provide proof of unsubscription before this issue can and should be closedWe have only an empty promiseWe should expect more from them
Regards,
*** ***

Dear Revdex.com,Our records indicate the representative offered a refurbished exchange with like or comparable to what was purchased. This is in line with the terms and conditions of the hardware warranty we will not offer any additional warranty at no cost. The customer again has declined the offer, We will extend the same offer for the next days until April 10th after that the offer will be voided. We ask that the contact the representative at ***@*** for any further assistance she may need regarding this matter.SincerelyAdvanced Resolution GroupIncident***Dell Inc

Today’s Date: 12/23/2014Dear 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 concernsAt this time the agent has processed the customers refund and has confirmed the refund receivedAs is Revdex.com policy a response is being provided today to the customers rejectionDell 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

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.A Dell representative *** contacted the customer regarding their concerns with the order the
representative authorized a new system exchange and confirmed receipt. The representative followed up and confirmed warranty contract has been moved to the replacement system and the exchange has been closed out. We remain available to assist and ask that the customer contact the representative should they have any additional questions at ***@Dell.comSincerelyAdvanced Resolution GroupIncident ***Dell Inc

Dell representative, *** will continue to be the customers’ point of contact. At this time *** is attempting to reach the customer by phone and emailWe ask that the customer follow up with the representative directly by email at ***@Dell.com

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 respectfully denied the customer’s request for a coupon;
however, as a onetime goodwill gesture, a credit on the battery was offeredOur representative remains available and may be contacted directly via email at ***@Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceSincerely, Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com, Thank you for the opportunity
to address the correspondence submitted by *** *** ***Our representative provided technical assistance and the customer reports the issue is resolvedWe 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

Complaint:
I am rejecting this response because restating Dell’s point for the ninth or tenth time is not a resolution. I own a small business, and when someone complains, I take some steps towards a real resolution, even if I may lose some money, because then I keep a satisfied customerDell tech representatives have taken no such steps
Regards,
Ori Steinberg

Complaint: ***
I am rejecting this response because: this is what Dell does best! Deny Deny DenyEven though their own employee admitted receiving a lot of calls regarding the falsely advertised discountHow is this company still apart of the Revdex.com?
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
This is another LIE. I responded on 4/7/before the representative claim to Revdex.com that she can't reach me. See the attached email print out as evidence.On the contrary, I can never reach her over phone probably because she's physically located outside of the USIn the previous communication through Revdex.com, Dell stated that "Dell will not be offering any additional concessions and no further attempt has been made to reach the customer regarding this case". Now she's expecting me to respond to her. I don't understand what's the logic.Again, Dell haven't answered my questions yet.Again, I request to speak with a supervisor or another representative physically located whin US
Regards,
*** ***

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 meRegards, *** ***