Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding order# *** from September 17th, Please note that his refund request for unused portion of the
warranty 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 TeamIncident ID: ***Dell Inc

Dell representative, ***, contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***@Dell.com

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 provided the customer with the correct AC adapter. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident 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 depot repair; however, Ms*** elected not
to send her system to depotHer request for refund was respectfully denied due to our days return policyWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist Ms. *** within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by email at ***@Dell.com, in case Ms. *** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the
correspondence submitted by *** ** ***A Dell representative recently contacted *** *** regarding his concernsOur representative informed him that the item did not qualify for the promotional priceHis request for promotional price was respectfully deniedPlease note that *** *** stated that he purchased the item from another vendorWe 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 *** ***has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: ***Dell Inc

Today’s Date: 01/08/2014Dear 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 correspondenceDell regrets any
inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** .Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Dell representative, ***, is attempting to follow up with the customer by phone and email to arrange a time to assist the customer further At this time we are waiting on the customer to respond to him. Please have the customer contact the representative by email 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 described in his correspondenceAs a gesture of goodwill and in the interest of customer
satisfaction, our representative processed a couponOur representative also followwith Mr*** 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 ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely, Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com,  I am writing on behalf of Dell Inc. in 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, [redacted] has recently contacted the customer regarding their...

concerns.  We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback.  [redacted] explained to the customer the computer he ordered had been discontinued and the promotion was no longer valid, but did offer a free upgrade to next business day shipping on a new purchase.  Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted]@Dell.com.  Dell now moves to close this matter regarding Incident ID: [redacted].   Sincerely,   Advanced Resolution GroupIncident ID# [redacted]Dell Inc.

Today’s Date: 01/02/2014Dear Revdex.com,Thank you for providing a copy of the customer submission. Dell representative, [redacted], has been assigned to this case and has reached out to the customer, [redacted], to address the contents of their correspondence. Dell regrets any inconvenience caused and we thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted]@Dell.com .Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

A Dell representative contacted [redacted]t and is working with him to achieve an amicable resolution for his concerns. Depot service has been issued. Our representative may be contacted directly via e-mail at [redacted].

Complaint: [redacted]
I am rejecting this response because: As stated before, an extended 3 month warranty on a this computer does not show that Dell is apologetic in any way. We went WITHOUT a computer for almost 2 months, because Dell lost ours. I sat on the phone for hours over the course of the 2 months, that time well exceeded 8 hours.  One person not believing that the original computer was even sent in, another Dell representative hanging up on me "because it was time to go home". Being transfer more than 20 times in one phone call. 
Now we have started receiving recorded messages that we needed to send in our computer because they sent a replacement. So I called after the 5th message in 2 days and asked that they stop because we don't have another computer. The woman was very rude because I said "I can barely hear you. It sounds like you are ten feet from your microphone". She said the computer was not in my name and told me she could not help. After persisting she saw the problem and said it would be corrected in 24-48 business hours.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Dear Revdex.com,
 
I don't understand why Dell is claiming that we did not notify them on canceling our TV order? They were the one who cancelled it in the first place. What they want us to do is to look for another TV from their site and they said will give us $50.00 discount,
which is not the same deal as the one advertised before. Somebody named [redacted] said he will call us back in half an hour on 11/5, but never did. We waited for them to call us back for few days. Yes, they did try reach us thru email on 11/7, however it's very difficult to get a hold of them by phone.
 
They called us on 11/11 but we're not home,  they spoke with my cousin and told them that we already had purchased a television from a different company. Then we had received an email, shown below and my response.
This is all I can say, that it seems like every representative I talked to at Dell have different excuses to the issue. All in all, we never received resolution from them.
 
Sincerely,
[redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The response glosses over several issues raised in my most recent email to Neha which I am copying:[redacted] <[redacted]> Apr 20 (2 days ago)to [redacted]. Thank you for your consistent contacts.1.  The laptop was received and does appear to be functioning... yes, it has Windows 8.1.2.  The data was lost.  I reread the actual "Accidental Damage Service" and it did state, "You are solely responsible for all data stored on the Supported Product, and it is your responsibility to complete a backup of all existing data, software, and programs on affected products before receiving services (including telephone support) or shipping products back to Dell."  How can that be accomplished if the laptop won't boot and you won't allow any non-dell local technicians to touch it?That is precisely why we pushed for a home visit technician.During your telephone call on April 15 when you informed me that the laptop was with technicians, I told you that my daughter had attached a USB drive to the enclosed documentation so that the data could be saved.  You replied that your technicians were not trained to do that....3.  The Accidental Damage Service was misrepresented during the purchase planning with Dell Sales in December 2014.  Even the website displayed a friendly looking technician making a home visit.  Yesterday, I returned to the Dell Sales website and noticed that page had been revised January 15, 2015.  It now displays a help center type person and states that Dell will determine the type of service response needed.  You stated explanation of the Accidental Damage Service was a training issue for Dell to remedy. Perhaps, a more accurate response would have been "we have changed our protocol because we can deliver more timely service with overnight shipping".  I am guessing that there has been a service contract change that didn't really meet our needs.4.   Your email states, "Please accept my sincere apologies for any disappointment you may have experienced during your transactions with us."  "Disappointment" is an understatement.  Convoluted ...ineffective ...  frustrating ....  infuriating .... would be better terms.My daughter and I plan to organize and cross-reference the myriad of contacts with Dell service once she finishes with her semester coursework.  Numerous communications sent to both of us included inaccuracies and confusion.  Even your first contact attempt to me was to my daughter's mobile number even though my complaint to Revdex.com had clearly listed my number.  At least you had the correct email.5.   I have not yet decided how much energy to put into this saga.  I do think that, at least, Dell's senior management needs to know that a low level of customer satisfaction exits.... possibly a wider public audience needs to know.   As a consumer who had purchased 4 Dell products in the last 5 years, my adult daughter who has purchased 2, and my adult son who has purchased several, we have been pleased with the overall performance of the products.   With this inadequate technical services, we will not purchase Dell again.End-of email.....So, at this point, what can Dell do?1.  What is their plan to help protect customer data?   They gave no resolution options at the time of the issue, or in this response.  I am sure there are other customers facing this issue.  There is not indication that the company's senior management has an awareness of this problem.2.  What is their plan to correct their 24-48 hour delay with each level of technology communication?   What is their plan to maintain accurate logs so that every conversation isn't a rehash of previous conversations?  Again, how do they plan to improve to protect other customers from this type of disaster.  Again, there is not indication that the company's senior management has an awareness of this problem.I am very impressed with Revdex.com responsiveness and follow-through.  Wish Dell had the same level of customer service.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: they denied the free repair when my laptop was in warranty and it was broken by dell people. I never had any physical damage on my laptop when it was collected. This is quite frustrating... And why they asked money to upgrade the warranty than. When it was broken... They are just greedy and want money at every stage...
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My original computer which cost $900 had a cd/dvd player and side keyboard. After Dell had replaced, the battery, motherboard, hard drive   and the cord, [redacted] Dell | Advanced Resolution Group, Phone +[redacted] said he would send me a computer of equal or greater value. The one he sent did not have a hard drive in it. So he told me he would make an exception and have the factory build me a model like the one I had and it would take another 2 weeks to get it (realize at this point I have not had a computer for 2months straight).   The next computer he sent me had no side keyboard which I need for my work, and no cd/dvd player, it also lists for $530 not $900, after screaming at me on the phone (I recorded it) and telling me my only choices were to take the broken computer back or accept the new one w/o the features I bought the original one for, or I could go to Dell.com and buy another computer that fits my purposes, he then sent me this email. Dear Ms. [redacted],I called back but could not reach you so left voice mail. Please confirm if you have received the system on your side since, I do not have an update yet. And regarding your question about the keyboard style, the replacement is configured based on internal component and we compare and provide a configuration either equal or better. External features will not be taken into consideration.   Please get back to me if you have any issues or concerns.   Thanks and Regards, [redacted] Dell | Advanced Resolution Group I own a small business and I do the accounting with my computer, I also record meditations and transfer them onto CD,s to sell. I need a cd drive and the side numbers. Those computers cost more, that is what I bought.

Complaint: [redacted]
I am rejecting this response because: the original issue I called in about was KEYBOARD and somehow Dell "technician" made it into a DATA CORRUPTION issue.  I did not agree to anything a long the line that would risk losing my important information in the computer.  Your rebuttal is basically saying you are not responsible for any damages that your employees caused due to their poor or lack of proper training?  By the way, I believe the last person I spoke to on the phone claimed to be the supervisor who gave me his name, yet when he sent an email to follow-up after the conversation, he had used the name of the person before him.  Why is there a need to lie about your name and identity if your business practice is so forthcoming?  Your company is basically fighting with me to not fix something that YOU BROKE!!! The fact that a keyboard is already malfunctioning within a year has already made the quality of your product questionable but to not take accountability for what your technician did is appalling!!! 
Regards,
[redacted]

Today’s Date: 01/21/2015Dear Revdex.com,Thank you for providing a copy of the customer submission. Dell representative, [redacted], has been assigned to this case and has reached out to the customer, [redacted], to address the contents of their correspondence. Dell regrets any...

inconvenience caused and we thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted] .Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Dear Revdex.com,  I am writing on behalf of Dell Inc. in 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, [redacted] has recently contacted the customer regarding their...

concerns.  We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback.  [redacted] has issued a credit for the price drop on the customer’s TV which should reflect in the customers next billing cycle.  Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted]@Dell.com.  Dell now moves to close this matter regarding Incident ID: [redacted].   Sincerely,   Advanced Resolution GroupIncident ID# [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:I have been trying to get my computer fixed since October 2014. It has been repaired 3 times by Dell technicians, twice in home and once at the Dell depot, yet each time it has been 'repaired' it has been returned to me in worse operating condition than before the repair. At this time, the only way I can use this computer is to have it sit on a window fan to keep it cool, since the computer's internal cooling fan does not even turn. As well as that, the optical drive no longer is recognized by the system and will not work at all.
After this last repair and the problems I've had in the past, I was offered a replacement "refurbished" system as an option. I was told the system would be of equal or upgraded specifications. The first two phone calls I received were for systems that did not even equal my system's specifications and I declined them since I will not accept anything less than what was originally paid for from the start. The third system that was offered, 2 weeks after being told a system replacement would be offered, was a better model computer, yet it had a 4-cell battery, whereas I have a 6-cell battery. I was upset about this and was told that the replacement model did not come with a 6-cell battery. That makes no sense to me, but I had agreed to accept that system regardless of the battery, and I confirmed that through e-mail. I was told the system would ship in 2-3 days. Five days later, I received a call from the Dell representative and she told me that the system was no longer available and a different system was being sent. This system was to have the exact same specs of my computer including the battery, yet I never received an e-mail nor did I confirm this system, it had already been shipped.
When it arrived, I immediately noticed the optical drive tray was not seated properly and was sticking out on one side. The second thing I noticed was that it didn't have the backlit keyboard, which I was told it would since that is what is on my original computer and I would not accept anything without the backlit keyboard. I contacted Dell about these issues and was told someone would come to my house to replace the keyboard and optical drive. I tried to use the replacement computer and it had locked up multiple times and was unresponsive to any input. I finally got it to start the windows update and let it run over night, yet when I tried to restart the computer to finish the updates, the computer locked up and would not even reach the initial splash screen. Instead it displayed an error screen that also locked up the system and it was again unresponsive. I will attach pictures of the screen with the error message and the optical drive tray.
Upon speaking with the Dell representative about these issues, I was told that the only option was to have the keyboard and optical drive replaced, yet when I spoke of the A/C adapter error and the constant lockups, the Dell rep said something I couldn't understand and then hung up the phone. I never received a confirmation about an in home repair or any information as to what was to happen, so I returned the replacement computer. I feel that if a person were to purchase a "refurbished" system, it would meet original system standards of operation and function right out of the box, not needing repairs immediately. It would be eligible for return as in Dell's 30 day return policy.
Once the system had been retuned, the Dell rep called again and told me that I am no longer eligible for a replacement system since I returned the one that didn't work properly. I will not accept this as a solution as this is just rediculous that I am sent a computer that does not work right out of the box and I'm supposed to accept it regardless of condition. I have had enough of Dell and their constant disregard for my warranty as I have not had a working computer since October. Each time I try to reach someone at Dell I am told I have to wait 24-48 hours for a return call since my case has been escalated.
I am expecting my computer to be replaced with an equal or upgraded model. Nothing will be accepted that is below my original specifications and I will also not accept a comptuer that needs repairs right out of the box. I will continue with this until this is resolved and only offering to repair a computer for a forth time, when the first three repairs made the system worse, is not acceptable. My warranty is still valid and denying me a replacement system because I won't accept one that does not work is just ridiculous.
Regards,
[redacted]