Dell Inc

Complaint: [redacted]
I am rejecting this response because: it does not totally rectify the situation. The credit is in the amount of $350. If I were to repurchase the warranty I was promised at full price it would cost me $450. The total cost of the laptop and "free" tablet and taxes charged to my account is $3124.28. This is approximately the same cost I was originally quoted for the laptop, upgraded warranty at a discount, and a cooling mat I asked to be added to the order. So I still do not see how the tablet was marked as free by discounting the cost of the laptop as explained by the representative. Also the credit/refund came with a requirement. I had to keep the tablet, not return it for an additional refund, since you know I paid for it. I am am also still waiting for my rewards certificate from the Dell Advantage program. Hopefully that isn't fubar too. In closing, if I wasn't so happy with the laptop in general now that I have it in my hands I would have returned everything for a full refund. This is my 3rd Alienware and 10th or 11th Dell purchase. I've convinced friends and family to purchase Dell/Alienware. I will think HARD about recommending them again or for a future purchase for myself. 
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 explained an incorrect video card was advertised on his new order due to a system error and has processed a refund as compensation and offered a full refund if the customer desires.  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, Thank you for the opportunity to address the correspondence submitted by Ms. [redacted]. A Dell representative contacted the customer regarding the issues described in her correspondence. Per the terms and conditions of the Dell limited warranty and the damage...

to the system, our representative respectfully denied the customer’s request for a replacement system. Our representative offered out of warranty, fee based service to the customer; however, the customer declined. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experience. Our representative remains available and may be contacted directly via email at [redacted]@Dell.com. 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.
Thanks for your help.
Regards,
[redacted]

Today’s Date: 01/06/2014Dear 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. The customer states technical...

concerns with their out of warranty unit. At this time the agent has advised the customer the unit is two years outside the warranty period and the unit cannot be serviced. 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 additional questions in the matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

A Dell representative is working with [redacted] to achieve a resolution for his concerns. Our representative may be contacted via e-mail at [redacted].

Dear Revdex.com,Thank you for providing a copy of the customer’s submission.  Customer expressed dissatisfaction with Dell’s response.  We regret any miscommunication which may have occurred and appreciate the feedback.  Since the date of the original submission, a Dell...

representative contacted the customer and explained that the customer will need to file a police report.  The representative explained to the customer that she will need to formally dispute the charges with her credit card company.  The customer’s credit card company will work with Dell’s Fraud representatives to resolve the issue and return the customer’s funds.   We remain available to assist and ask that the customer 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:
First, upon placing orders on the phone, I was explicitly told
and assured that I would be receiving promotional gift cards. The
representative did not say that there were any conditions or
contingencies upon receiving the gift cards. I was not told that I may
or may not receive them based on any terms. I was only told that I would
receive said amounts in the form of gift cards within 2-4 weeks.
Second, I have received more than ten promotional gift cards. It is not stated
that a customer cannot receive more than ten within a day, a month or
any time period. Based on past business principles, I continued to
order. After receiving much more than ten, I had no reason to believe
that I would not receive the promised gift cards. If I stopped receiving
them after ten, I would have understood that the limit is for a
lifetime or a year and so forth. There was no warning that I would not
be receiving promised gift cards and Dell told me that I would receive
them within 2-4 weeks. Had I known that I would not receive them, which
Dell should know, I would have cancelled the order. When I called to ask
why I had yet to receive them after 4 weeks, they told me that they may
still be on their way. Again, I called after another couple of weeks to
ask them to send my missing cards, but they tried to trick me by
sending old, past, already received cards. When I called another time,
they sent me new cards that were suspended and mark as unusable only
when I went to redeem them. By that time, any return period had
vanished. I could not return the items even though they were still
manufacturer sealed. This is intentional deception and fraudulence.
Third, I have not received any Dell Advantage Gift Cards for my orders. I was
supposed to receive a percentage of the order amount back in gift cards.
The fact that I have not received these either is further proof that
Dell is trying to trick customers upon placing orders for promises of
future "savings" or gift cards that they will never receive.
Dell's "promotions" are intended to mislead the customer. They don't live up
to their promises. Their business ethics are in question.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Despite Dell knowing about the defect in their TactX mouse they continued to sell the product without fixing the defect, dell is under the impression I'm asking for a replacement under warranty which is not the case Dell knowingly sold me a broken product so I would like a replacement or my money back its no different then the latest GM debacle where GM covered up the defect in car starters they have now started fixing the problem I ask dell does the same
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms. [redacted]. A Dell representative contacted the customer regarding the issues described in her correspondence. A system exchange was processed and our records indicate it has...

been delivered; however, the customer has not responded to multiple contact attempts after the initial contact. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experience. Our representative may be contacted directly via email at [redacted]@Dell.com. 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. The refund has been processed and the credit 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 remains available and may be contacted directly via email at [redacted]@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: [redacted]Dell Inc.

Today’s Date: 02/05/2015Dear 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 agent has confirmed with the customer the unit has been received and concerns have been addressed. 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] should their be any other questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms. [redacted]. A Dell representative contacted the customer regarding the issues described in her correspondence. A  replacement has been dispatched and the customer verifies she has...

received the replacement and has no issues with it. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experience. Our representative remains available and may be contacted directly via email at [redacted]@Dell.com. 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] explained to the customer his system is now out of warranty and service could not be offered for free, but fee based service is available.  A refund is also not possible since the computer is outside the return period.  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, 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.  Dell Technical Support in [redacted] dispatched onsite service and our...

representative contacted the customer to verify the issue is resolved; however, the customer has not responded. 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 her Dell experience. Sincerely, Executive Support TeamIncident ID: [redacted]Dell Inc.

Dear Revdex.com,Thank you for providing a copy of the customer’s submission.  Customer expressed dissatisfaction with communication and processing expectations for a promotionally priced television order.  We regret any miscommunication which may have occurred and appreciate...

the feedback.  Since the date of the submission, a Dell representative contacted the customer to discuss his concerns.  Subsequently, the representative followed up with the customer to verify that the television has been delivered.  We ask that he contact our representative at [redacted]@Dell.com should there be any further questions regarding this matter.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 submission. A Dell representative [redacted] recently contacted the customer regarding this matter.  We regret any...

dissatisfaction the customer may have experienced and appreciate the feedback provided.  Dell representative, [redacted], explained Dell is a Global company the representative offered again to assist the customer with any concerns or technical problems but the customer refused.  We request the customer follow up with the representative if she has any further questions by emailing the representative at [redacted]@Dell.com.    SincerelyExecutive Support TeamIncident[redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:
The business has provided no additional information or suggested resolution to my concerns.
Regards,
[redacted]

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.
Although it was not resolved via Dell's Advanced Resolution Group, it is now resolved thanks to [redacted] from Dell Financial Services.
Regards,
[redacted]

Thank you for providing a copy of the customer submission.  A Dell representative was assigned to this case and contacted the customer to address the contents of her correspondence.  The representative remains engaged however a final resolution has yet to be reached. We ask that the...

customer contact our representative at [redacted] for any further assistance she may need regarding this matter.