Dell Inc

Dear Revdex.com,
Our records indicate the representative [redacted] followed up with the customer and found the issue has to do with a 3rd party software application. The representative is currently working with the customer and is due to follow up this week with him to confirm if any other applications are exhibiting the same type of issue. Please have the customer contact the representative by emailing at [redacted]@Dell.com with any additional questions or concerns.
Sincerely
Advanced Resolution Group
Incident
[redacted] Dell Inc.

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms. [redacted]. A Dell representative recently contacted Ms. [redacted] regarding her concerns. As a gesture of goodwill and in the interest of customer satisfaction, our representative issued a...

product return for item # [redacted]. Our representative also verified that the credit has been posted to the original form of payment and followed-up to confirm resolution. We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. Our representative may be contacted directly via e-mail at [redacted]@Dell.com, in case Ms. [redacted] has any further concerns regarding this case.   Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Dear Revdex.com,Thank you for providing a copy of the customer’s subsequent follow-up submission.  Customer reiterated dissatisfaction with Dell service and support.  As previously indicated, at the time of purchase, during 2010, the customer opted for a one year warranty, declining options to purchase a warranty extension.  Out of fairness to Dell customers who purchase warranty extensions, Dell will not be offering additional out of warranty support as the customer requests.  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.  We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service.Sincerely,Executive Support TeamIncident ID:[redacted]Dell Inc.

Today’s Date: 03/17/2015Dear 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...

continued concerns of a technical nature. At this time the agent has been unable to reach the customer nor has the customer responded to the agents attempts at contact. Dell regrets any inconvenience caused and we ask the customer to contact the representative at [redacted]@Dell.com should they still require assistance.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Complaint: [redacted]I am rejecting this response from Dell's Advanced Resolution Group because:My request to Dell was for "out of warranty" support, which I told them I was willing to pay for.  The agent who contacted me following my registering a Revdex.com complaint, initially wouldn't discuss support unless I was able to name the original owner of the subject computer.  Unfortunately I have misplaced the contact details for the person I bought it from.  However, since this is not a warranty support request, my position is that there is no justification for Dell to require that I produce the name of the originally-registered owner of the Alienware laptop, and I told the Dell agent that their policy requiring I do so for an "out of warranty" repair request, makes no sense.  In fact, in two earlier phonecalls with the Dell "out-of-warranty service" technical team, I was told that, if they did have the parts available, that they would fix my machine.  And they also suggested a non-Dell third-party company to whom I might send it to for repair.  This inconsistency between the service team and the advanced resolution group tells me the advanced resolution group is not really acting on the customer's behalf.  The latter agent eventually gave me an item code for the motherboard, should I wish to try the outside marketplace.  My concern with this is that, should I choose to buy a motherboard from China, I have no protection against it carrying the same defect as what I have, nor any protection against it being incompatible in some way with my machine.  Dell is much better positioned to address this than I.This computer - Alienware m17xr3 (early 2011) - is well-known to have a major chipset defect in the motherboard, which has a high likelihood of failure, rendering the computer inoperable and without value.  There are numerous technical articles on the web describing the problem.  Dell apparently discovered the problem shortly after making initial shipments, and enacted a program whereby owners who encountered the problem, could approach Dell and would be provided with a replacement motherboard without charge.  A motherboard failure is a catastrophic failure for a computer.  Such a failure requires very specific replacement parts for the specific model and manufacturing year, and is very expensive to repair.My position with Dell is that they were negligent in failing to maintain a reasonable inventory level to support the population of defective machines they knew they had put into the field, and this would hurt affected customers.  I was told by Dell's "out of warranty service" department that the part I need is "end of life" and their policy is to not stock "end of life" parts.  More specifically, I was told Dell's part stocking policy is to maintain replacement parts inventory for a given model, for up to one year after discontinuing its production.  That's not a very long time.  My motherboard failed just 3.5 years from date of manufacture.  Dell computers such as this Alienware m17xr3, are discontinued each and every year with the introduction of newer models.  The fundamental issue I have is this: 1. Dell arbitrarily defines what "end of life" means, and the term is not adjusted for known problem situations such as the one I've detailed in this case.  2. The parts stocking policy virtually guarantees any machine that fails in as little as 1-year after manufacturing date, cannot be repaired because Dell won't necessarily have the parts to make that repair; 3. Dell failed to act prudently in light of the problem - instead they knowingly used the same stocking policy on a product that they knew they had put into the field with a major known defect, virtually guaranteeing a population of the machines would fail and their owners would be 'hung out to dry'.  4. Dell arbitrarily invokes a 'policy' whereby if a resale computer owner tries to get support which may be inconvenient or difficult for Dell to handle, they simply tell the customer they are not entitled to support.  5. Dell knows individual computer owners do not have access to a class-action legal mechanism to bring the company into line in situations like this, hence is not motivated to take exceptional action to address the resulting situation.I asked the Dell agent to escalate my case, but was told it was already at the highest level.The agent understood my situation, was responsive and engaged in my discussions with him, but ultimately unhelpful.  The problem lies with Dell policies.Regards,
[redacted]

Thank you for providing a copy of the customer’s submission.  Dell representative, [redacted] 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 Sneha.  The representative can be reached directly by email at [redacted].

Complaint: [redacted]
Dell, made no effort to compromise on cost of repair which comes to almost $300 with tax. Computer originally cost $499 and lasted 2,years before screen quit. So called customer service rep did nothing but argue with me. Inferior product.
I am rejecting this response because:
Regards,
[redacted]

Today’s Date: 12/19/2014Dear 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. At this time the agent has...

taken the customers feedback and arranged a point of contact with a Dell sales agent for a future purchase. 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 questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

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. Our representative dispatched an exchange for the customer and our...

records indicate the replacement system has been delivered. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience. Our representative may be contacted directly via email at [redacted]@Dell.com.Sincerely, Executive Support TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because: dell never told me when I spoke to him over the phone. he decide to put this through after I told him it a closed account. I cant do anything and dell has not listen to anything I have said. I will never see that being it was my dads account that now closed cause hes no longer with us. dell chose to put it through a close account and this mess was made because they did not tell me or ask me. I tell them I can talk and give them a time and they call when I cant talk. if they had just listen to the fact it cant go back to that card it close I would be in this mess. im mad at the fact he never told me and put money on a close account. what they did was not right and they did not have my PERMISSION to do what they did because it was a close account and the fact I was not told. all I was told was that they were sending a check. so thanks to dell the has been more or a mess then it should have been. he admitted to no telling me so why is this my problem when dell made this mess
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have tried contacting Dell multiple times regarding this issue. This is precisely why I filed the complaint in the first place. I have responded to the agent in charge with the complaint through email and telephone, the last being on hold for over a half hour before being told that I couldn't speak with said individual nor could I speak to anyone else to discuss the case. I was told I would receive a call back but never did. I only received one call since filing the complaint from this agent and it was when I wasn't at home. I returned the call and tried multiple attempts to reach someone...anyone at dell to answer my question I had about the return. The only response I received was an email stating that they were going to close my case for inactivity. I even tried to contact the Revdex.com to see how I could reply to the case through here and was told they couldn't find my complaint! This has been a total nightmare. Dell's customer service shouldn't even be called that because at no point over the last SEVERAL months of trying to correct this issue have I gotten any kind of help in the matter.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am still awaiting my partial refund for the repairs that I had done to my computer. I have contacted the representative via email multiple times, and she has not responded. Instead she claims she is calling me, and refused to try any other method of reaching me. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Dell has not submitted to me the rebates that were promised when I purchased the computer.
I would like them to send me the rebates that I was promised when I bought a $3,200 computer. And also the rebate for the warranty that I purchased.
This matter is not successfully resolved. They cannot get away with telling their customers one thing, delivering a product, and then not following through with what they promised. 
I would like dell to satisfy me as a very loyal customer. I've spent 10 thousand collars with them over the last 8 years. They usually always provide me with the rebates when promised. I have not received them this time around. I would like this remedied ASAP.
PLease do not close this case out as satisfied customer. Dell has done nothing to satisfy this as correct.
Regards,
[redacted]

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr. [redacted]. A Dell representative recently contacted Mr. [redacted] regarding his concerns. As a gesture of goodwill and in the interest of customer satisfaction, our representative issued a product...

return. Our records show that the credit has been posted to the original form of payment. Our representative also followed-up to confirm resolution. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our representative may be contacted directly by email at [redacted]@Dell.com, in case Mr. [redacted] has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: 30540409Dell Inc.

Complaint: [redacted]
I am rejecting this response because:
I would like to know the following questions that I have been asking for over a year.  Not receiving an answer to these questions is one of the reasons this process has been held up..  The questions are: 1) The model number of the system they are offering. This was one of my original questions.2) I have in writing that I will receive a new laptop and not a refurbished laptop.  Why has that now changed?3) All of the specs for the replacement laptop.  This is one of my original questions that I have repeatedly asked.4) The cost of a warranty.5) The length of the warranty.  I can provide documentation in writing that I was entitled to an extended warranty that far exceeds 30 days.  6) Specifically what the warranty covers.7) This was an original questions. If the applications that I originally purchased will be on the laptop or downloaded and will they be compatible with the operating system of the laptop.8)This is one of the original questions I have repeatedly asked for more than a year now. If would help a great deal and expedite this process if Dell would stop ignoring the answers to my questions:  And that is, how does the system  compare SPECIFICALLY with the following items that I originally purchased with the laptop. Which of the items below will not be included.  Which of the items will be included or comparable on the replacement laptop:1 1 224-6716 Studio XPS 16 Notebook EA 2,862.00 2,862.001 1 317-2361 Intel Core i7 720QM 1.6GHz (2. 8 GHz Turbo Mode, 6MB Cache) EA - -1 1 317-2366 8GB, DDR3, 1333MHz 2 Dimm EA - -1 1 320-8333 15.6 inch Wide Screen 16:9 1080p Full HD WLED LCD,W/2.0 MP, XPS 1645EA - -1 1 421-1010 Dell Webcam Central v1.4 EA - -1 1 421-0188 Facial Recognition EA - -1 1 320-8350 ATI Mobility RADEON HD 4670 1G B EA - -1 1 330-5460 DELL RESOURCE DVD,BACK -UP,XPS 1645 EA - -1 1 341-8989 500GB 7200RPM Free Fall Sensor Seagate Hard Drive EA - -1 1 320-8352 Obsidian Black High Gloss Fini sh with Leather XPS 1645 EA - -1 1 421-1365 Genuine Windows 7 Ultimate, 64 bit, English EA - -1 1 421-0323 Windows Live Search,Multiple User Interface EA - -1 1 420-6576 DELL WELCOME,Software Dimension/Inspiron EA - -1 1 420-9100 Dell Dock Consumer EA - -1 1 420-6436 PC-Restore, Dim/Insp EA - -1 1 421-0187 Dell Support Center Software 64 Bit 2.0 EA - -1 1 420-7938 Dell Connect 2.1 EA - -1 1 421-0092 DELL-DOWNLOAD-FLAG EA - -1 1 330-6222 Windows 7 Label EA - -1 1 420-9352 Dell, Software, Wild Tangent Inc Games EA - -1 1 420-9691 DataSafe Local BackUp 2.0 Basic EA - -1 1 421-2263 Win7 Pro and Ultimate with XP Mode EA - -1 1 421-2086 eBay Webslice EA - -1 1 430-3605 Integrated 10/100 Network Card EA - -1 1 410-1883 ADOBE READER 9.0 MULTI - LANGUAGE EA - -1 1 313-7056 BluRay Combo Drive EA - -1 1 421-1361 MOD,SW,RXO,EZCD,10.3,DE,FI EA - -1 1 421-1583 Cyberlink Power DVD 8.3 Blu -Ra y Disk Playback EA - -1 1 421-2000 Soundblaster X -Fi Hi Def Audio Software Enabled EA - -1 1 430-0737 Intel WiFi Link 5300 802.11AGN Half Mini Card EA - -1 1 410-2087 McAfee Sapphire MUI, 36 -Month EA - -1 1 312-0950 9-cell Battery EA - -1 1 420-6588 Microsoft Office 2007 Professional Edition EA - -
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. Our representative processed a return for credit and our records indicate the...

system has been returned and the credit has been applied to the original form of payment. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience. Our representative may be contacted directly via email at [redacted]@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:Since purchasing my computer in 12/2014, I have had nothing but problems with it. In 12/15 I sent my computer back to the company for repairs. At that time they "fixed" the other problems I was having. Since receiving it back, I have had problems with it changing size on the "full" screen. Also, the side bar & bottom bar continuously appear. This happens just prior to the size issue & often while on the computer. Dell has told me it was my fault, because I'm causing it. I have watched to make sure that I was not. They have re-installed my Operating System Dell has "repaired" it, from their office, while I was on the computer. But NOTHING has worked. These problems continue. I have now been told, again, that there is nothing wrong with my computer. This has come from the Team that my issues were escalated to. (Supposedly they know more than the others.) They suggested that I "downgrade" from Windows 8.1 to 7. That this would solve the problem. To do so, would mean once again, that I would lose everything on my computer. Replacing the Operating System wipes out any Applications, etc. that are on my computer. The Technician that has worked with me, after the escalation, was rude (hung up on me), blames me, told me that there was nothing wrong with the computer & REFUSES to have someone else work on the computer. This is NOT the first time that I have contacted the Revdex.com concerning this computer. Although, this is a new set of problems.I want this computer fixed or replaced. In the 13 months that I have had it, the computer has NEVER worked correctly.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It has taken Dell 3 weeks to OFFER a tech to look at my computer, which I have repeatedly requested during this process and Dell has repeadedly denied my request until now.  I have made other arrangements with a private computer company to look at and diagnose what the problem is.  I will continue with that process and get a written estimate from that company prior to any repairs commencing.  Once I receive it, I contact the assigned representative and schedule a Dell tech to look at my computer.  Once again, the representative informed me that I caused whatever problem I'm having and pretty much pointed fingers at me for "breaking" my own computer without even seeing it. Consequently, I have forwarded pictures of the screen to dell and it indicates there are no visible "fractures" on my screen, which leads me to believe the product is defective. Dell response and lack of customer commitment for a $300 computer reinforce my desire to not deal with this company any longer.  Dell is costing me time and money.  It would have been cheaper to throw this computer in the trash and buy a new one at a local Best Buy store...which is very much an option at this point.
Regards,
[redacted]

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.  Due to Dell policy and contractual agreements with credit card companies, Dell will process refunds back to the original form of payment.  A review of the customer’s account indicates the credit card issuing bank has not returned the funds to Dell and it would be necessary for the customer to contact the credit card issuing bank to request a refund as it would not be possible for Dell to refund a different credit card.  Dell will not be processing alternate refunds or gift cards in this matter.  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,Executive Support TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:
THEY WERE TO GIVE ME A 249.00 CREDIT THAT I TOLD THEM I DIDNT HAVE THE SAME BANK AS WHEN I GOT THE COMPUTER SO THEY CANT PUT THE CREDIT ON THAT CARD I HAVE OTHER DEBIT CARD TO DO IT WITH BUT THE PEOPLE OVER WHERE EVER THEY WORK FROM CANT GET THAT THREW THERE HEADS I SOME HOW GOT A HOLD OF A GUY THAT WORK IS STATE BUT HE WAS SALE HE TOLD ME TO HAVE THEM PUT IT ON A GIFT CARD AND I TOLD THEM TO GIVE ME IN STORE CREDIT I WOULD SETTLE FOR THAT BUT NOTHING
Regards,
[redacted]