Dell Inc

Today’s Date: 04/07/2015Dear 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. At this time the customer has opted to return the exchange unit and has resolved the concerns with the original system. 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 should there be any questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Today’s Date: 04/28/2015Dear 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. At this time the matter has...

been addressed by the agent. 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]@[email protected] should they still have any questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Dear Revdex.com, Incident ID: [redacted] The original incident complaint involving my laptop's battery being defective, has yet to be resolved by Dell. Consider my battery dormant and the issue unresolved. Regards, [redacted]

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 seen that the customer’s email address has been suppressed from receiving any further unwanted email.  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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
AS LONG AS THEY FOLLOW UP ON THE RESOLUTION.  THE TABLET AS BEEN SERVICED BUT THE KEYBOARD IS STILL NOT WORKING.
Regards,
[redacted]

Revdex.com Complaint ID:  [redacted] 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.  The customer explained to [redacted] that her issue was resolved and she could not cancel the Revdex.com complaint.  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.

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 had the customer’s system sent to the depot and confirmed it had liquid damage not covered under warranty.  The customer has requested it returned and she will purchase a new computer.  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:
Regards,
[redacted] Dell's refurbished systems art junk. They are scratched, dented worn out and old. A far cry from "refurbished".

Dear Revdex.com,Thank you for providing a copy of the customer’s follow-up submission.  Customer expressed dissatisfaction with communication and processing expectations for a refund.  We regret any miscommunication which may have occurred and appreciate the feedback.  Our records indicate the customer was provided a full refund for $1055.90 which posted to her Dell account on January 18, 2015.  She should see this reflected on her Visa account used for the original purchase.  We ask that she contact our representative at [redacted]@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted]I am rejecting this response because: I was originally told my computer needed a new battery , then a new part , great send the battery or the part. then I told it was the motherboard without any diagnosis ,Then they told me it would arrive april 30 then they couldn't guarantee when it would arrive , then they told me to bring it to best buy and get it fixed myself ,  then they told me I'd lose my data if they repaired or replaced , scare tactic? then my computer was worthless , then my computer could be worth more than I originally paid , then I said the broken ones are going for 100-200 give me a price I'll take the refurbished and buy my old , then they said I can agree to that but they'll tell me what I owe for mine which could exceed what I originally paid for it after I agree to it and don't return within 10 days one person 12 days another 20 days another. Then [redacted] who acts nice to you but has yelled at me over the phone and when I try to tell him where I'm coming from and only ask for a bad solution ( Low expectations now even though I bought extended warranty and premium support) , so the only person who angrily calls back every time is [redacted] , so I asked to deal with someone else , so someone who works with [redacted] repeatedly calls me 3 times , back to back to back within 90 seconds says you asked for someone else , I am the only one you can talk to and my decision is final take it or leave it with a hostile tone. At this point I have no trust at all for Dell , I don't trust that if I return my old they'll mark it as returned , I don't trust the repair will be performed correctly , and I definitely don't trust them with my information. I have had so many different stories with people who I've done business with for 20+ years yelling at me. Regards,[redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response and find the response by Dell unacceptable.  I am currently working with the Attorney General's office.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Goodwill gesture is the most farcical thing I've ever heard. For the umpteenth time, the fact that the laptop was
Out of warranty is absolutely irrelevant to this case because I PAID for an out-of-warranty repair. "Goodwill gesture" would imply that the repair was
Free, which is absolutely not the case. It is IMPOSSIBLE to use your automated system to get a free out-of-warranty repair. It was $287.83 - just 
Under $300. 
Customer service was completely useless, botching the information that my computer needed a HARD DRIVE repair NOT SOFTWARE RE-INSTALLATION.
Know that the left hinge of my laptop came back BROKEN after the first "repair."
You have to wonder, what is even the purpose of a "repair depot" if this location doesn't have any of the PARTS necessary for making the repairs?
Often I thought Dell might have been engineering a fantastic new part in a factory on a remote island for it to take three weeks to arrive. 
Unacceptable is what it is that I paid nearly $300 for a "repair" that left me without a laptop -- my most important device -- for nearly three months. 
Recently because I have had no laptop I walk a mile and back to the library every time I want do so much as send an email.
Submitting the original Revdex.com report changed absolutely NOTHING. There was no change in the speed of repair or compensation; all I got was 
Everyday calls -- either early in the morning (8 a.m.) or late in the evening (7 p.m.), mind you -- that, unsurprisingly, the repair still needed more time.
Looking at the repair reports, the daughter board was replaced TWICE, so either there was negligence during the first repair, or the first "repair" created even more problems.
Finally, I will "respectfully deny" ever buying a Dell product again.
Regards,
[redacted]

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr. [redacted]. A Dell representative contacted the customer regarding the issues described in his correspondence. Per the terms and conditions of the Dell limited warranty, our representative...

respectfully denied the customer’s request for a system exchange; however, depot service was offered to address the intermittent technical issue. The customer has declined the offer.  Our representative remains available and may be contacted directly via email at [redacted]@Dell.com. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience.  Sincerely, Advanced Resolution GroupIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:I did not refuse to speak with her. I filed this complaint through the Revdex.com due to the lack of service I received from Dell's normal resolution team. In my e-mail I said, and I quote: "Please communicate all further correspondence through the Revdex.com complaint. I am not comfortable communicating outside that site, so that way everything will be documented through the Revdex.com."She replied: "We are in receipt of the Revdex.com complaint and the reason I am trying to get in touch with you is to help understand the issue and give you a resolution. I look forward to your co-operation and response."To which I said "I explained the situation in the Revdex.com complaint. If you would like me to elaborate on something you do not understand, please reply though the Revdex.com."Not once did I say I did not wish to communicate with them. I only requested that the communication be through the Revdex.com complaint so that everything will be documented. 
Regards,
[redacted]

Today’s Date: 02/24/2015Dear 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. The customer...

states price and order concerns with their unit. At this time the agent has confirmed with the customer the partial credit has been processed. 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 with any other questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Today’s Date: 12/17/2014Dear 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

Complaint: [redacted]
I am rejecting this response because:
when they were giving me the credit I told them I didn't have that account any moreit is closed so the credit would have to be put on my other credit card or a check mailed to me sents then I have even told them to give me a credit on my account or gift card so I could spend it with them they cant even get that right
Regards,
[redacted]

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 helped the customer receive her refund from her bank.  Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted]_[redacted]@Dell.com.  Dell now moves to close this matter regarding Incident ID: [redacted]. 
 
Sincerely,  
 
Executive Support Team
Incident ID# [redacted]
Dell Inc.

Dear Revdex.com,Thank you for providing a copy of the customer’s follow-up submission.  Customer expressed dissatisfaction with communication and processing expectations for purchasing a warranty extension.  We regret any miscommunication which may have occurred and appreciate the feedback.  Dell provides options to purchase extended warranty at a discount at the time of the computer purchase.  After this time, options for extending the warranty would be more expensive.  Since the date of the submission, a Dell representative contacted the customer and told him that Dell would not be providing a warranty extension at the point of sale price.  The representative, for customer satisfaction reasons, offered a discount which the customer declined.  Dell will not be offering any additional concessions and no further attempt has been made to reach the customer regarding this case.  Our representative 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: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because: The company will not support the battery issues and they do not even sell replacement batteries. When I spoke with both the accessory sales team and the spare parts department I was recommended to purchase a new tablet. This tablet has only been on the market for a little over 1 year and it is ridiculous that they do not even carry replacement parts for their customers. This is a common issue that a lot of users are experiencing. I had searched the internet and found thousands of people complaining about the battery life and charging of the tablets. Below is some links of other users experiencing issues with the batteries. The 2nd link was posted on dell's forums and never got a response from a dell rep. [redacted]
Regards,
[redacted]