Dell Inc

Complaint: ***
I am rejecting this response because:
Dell representative stated he would send somebody out to physically look at my computer, which is all I have been asking for the past month now I'm reading that I must send my computer back to them this is a classic example of what I've been dealing withI would love for a computer repair person to look at my computer and instruct these phone techs that my computer is not physically damaged, it's just a defect once they confirm this, what does dell intend to do about it?? It's very hard for me to believe this company can't make a decision for a simple request just to not have to honor their warranty unbelievable!
Regards,
*** ***

Today’s Date: 11/17/
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 correspondenceThe customer states their Dell order for a television was canceled without permissionAt this time the agent advised the customer the order was canceled due to a pricing errorThe agent offered a discount should the customer wish to still order a televisionThe 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 *** should they stil have questions regarding the matter
Sincerely,
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 provided the customer with the information to be
removed from the mailing list and advised it may take up to six weeks to be completely removedWe 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, Advanced Resolution GroupIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because: Dell's agent *** from their Client Tech Supt SrAssociate department with e-mail address: ***@*** contacted with me.But the agent could not do anything to help me. I told *** more than times that I have only placed one order on *** with order number ***,but this order has been cancelled by Dell. I did not placed any more orders on Dell including the order with order number ***,this order is placed by Dell automatically,and Dell charged my credit card without any authentication,and the other information in this order is also unauthenticated,such as addressee/shipping address/billing address/. As this is an unauthenticated order,I have to refuse any payment or charge from Dell to my credit card.I think Dell should be responsible to all of this and refund all the charges to my credit card.
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 setup a return for a full refund on the customer’s computer. The refund will appear in the customer’s 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

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 she may have experienced and appreciate the feedback provided Dell records indicate the customer was provided her orders at the price she expected and was not charged for the third party Microsoft Office subscription, which was not included in her order As previously stated, an order confirmation with the details of her order was sent prior to the shipment of her order Dell will not be offering any concessions in this matter and no further attempt has been made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.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 his computer repaired at no charge We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Our records indicate at the time of purchase, the customer opted for a one year warranty which expired during Out of fairness to Dell customers who purchase warranty extensions, Dell does not provide free out of warranty repairs Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The representative told the customer that Dell would not be offering out of warranty repairs at no charge We remain available to assist via Dell’s fee-based Out of Warranty Repairs department and ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: 30294088Dell Inc

Complaint: ***
I am rejecting this response because: As I stated previously, I understand the warranty is out of dateHowever, I spoke with dell about this issue far before the warranty expiredThis is not a new issueDell offered to warranty the computer only if I submitted the computer to them for a period of weeks to a monthAs I already stated I only purchased the computer to accommodate my educational courses, and this option would not workThe take it or leave it attitude that they offered me then, is the same as they offer me nowTake what I give you or you get nothingThis is not a new issue, I contacted Dell before the warranty expired, and the warranty should still be applicable
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. *** agreed to replace the customer’s computer and the customer has now received it. The customer has agreed to return the old 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 Group
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 submission. We regret any dissatisfaction the customer may have experienced and appreciate the feedback
provided regarding this experience.Dell representative, *** has confirmed that the customer has received the system and the optical drive. We remain available to assist and ask that the customer contact the representative ***@Dell.comSincerelyAdvanced Resolution GroupIncident***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 as long as the attached is agreed uponI am waiting on Dell to respondShawn at Dell had informed me via phone that this would not be a problem and that he had contact Dell Financial Services for arrangement - but I have not heard anything in several days
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 correspondenceOnsite service was dispatched and completed and the customer reports the
issue has been resolvedWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative remains available and may be contacted directly via email at ***@Dell.com. 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 correspondenceOur representative advised the customer on updating his information with Dell
so service can be provided; however, since the initial contact, they have not been able to discuss the caseWe 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

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 dispatched the return for credit, the camera has been
received and the gift cards sent to the customerOur representative remains engaged to ensure the final credit is applied to the original form of payment 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, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer purchased a system with double the memory and a different graphics card which caused the price difference. At this time Dell considers this issue closed. Sincerely, Advanced Resolution GroupIncident ID#***Dell Inc

Today’s Date: 01/09/2015Dear 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 is
experiencing technical concerns with their unitAt this time the agent has been unable to reach the customer to discuss the matterDell regrets any inconvenience caused and we ask that the customer contact the representative at ***@Dell.com should they still require assistance.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication and processing expectations for assistance with reloading her operating system and wants compensation for lost data We regret any miscommunication which may have occurred and appreciate the feedback Under the Terms of Sale when first booting up a new computer purchased from Dell, it states that it would be the customer’s responsibility to back up all existing data, software, and programs before receiving services or support, including telephone support Dell is not responsible for lost data or software as indicated in the terms and conditions of Dell’s Limited Hardware Warranty It is the customer’s responsibility to safeguard any data or software through periodic backups as Dell cannot warrant that the operation of any Dell product will be uninterrupted or error-free.All of Dell’s technical representatives, regardless of location, utilize the same tools and processes to resolve customer issues As Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific location When a customer reports an issue where the computer will not boot properly, our representatives would be unable to guarantee that any data or programs could be recovered during the processes required to restore functionality to the computer.Our records indicate the customer called Dell because her computer would not boot up properly Subsequently, there were multiple logs under her account, prior to the customer receiving assistance in restoring functionality to her computer, where service was deferred as she reported she had data which needed to be backed up It is logged that she was told, prior to the service, that Dell would not be responsible for confidential, proprietary, or personal information; lost or corrupted data We regret that the customer did not back up her data prior to needing support Since the date of her submission, for customer satisfaction reasons, our representative offered a discount on a future purchase Dell will not be offering any additional concessions and Dell’s stance in this matter remains unchanged so no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by MrManq PanA Dell representative recently contacted MrPan regarding his concernsOur representative informed him of the terms and conditions of Gift CardsAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement Gift Card and followwith MrPan to confirm resolutionWe 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 [email protected], in case MrPan has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: 30174854Dell 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 correspondenceAs a onetime goodwill gesture, our representative processed a credit for the
restocking feeOur records indicate it has been applied to the original form of paymentWe 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

Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and support We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell’s Limited Hardware Warranty indicates that the warranty would not cover software issues, including without limitation, the operating system and other third party software As previously stated, since the date of the original submission, a Dell representative told the customer that Dell would not be providing free out of warranty support As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc