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 an onsite...

s[redacted]ce. Our records show that the onsite s[redacted]ce for video card replacement was completed on January 27th, 2015. Our representative also offered to replace the unit; however, Ms. [redacted] elected not to accept our offer. Due to our 21 days return policy, her request for refund was respectfully denied. We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. Our representative may be contacted directly by email 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 the opportunity to address the correspondence submitted by Ms.  [redacted]. A Dell representative contacted the customer regarding the issues described in her correspondence. Depot service, per the terms and conditions of the limited warranty,...

was provided. Our records indicate the system has been delivered; however, the customer is now reporting configuration issues. Our representative has offered technical assistance and remains available. Our representative 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, Dell representative, [redacted], is attempting to reach the customer by phone and email to arrange a time to assist the customer further.  We remain available to assist the customer.  Please have the customer contact the representative by email at...

[redacted]@Dell.com SincerelyExecutive Support TeamIncident[redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:My laptop is still not working fine even after 2 repairs from Dell1. I am experiencing mild electric shocks from the chassis2. USB ports give a miss sometimes3. Battery does not charge properly even if I am using a brand new oneI am suspecting the repairs from Dell has caused further issues in my Laptop's hardware. Dell should replace this laptop to avoid any further hazards.
Regards,
[redacted]

Today’s Date: 03/03/2015Dear 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 technical concerns with their Dell unit. At this time the agent has processed a system exchange for the customer and the unit has been confirmed by the customer in proper order. 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 question or concerns in this matter.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 recently contacted Mr. [redacted] regarding his concerns. Our representative worked with our order verification team to resolve the matter. As a gesture of...

goodwill and in the interest of customer satisfaction, our representative offered a discount on a new purchase; however, Mr. [redacted] elected not to accept our offer of assistance. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our representative may be contacted directly via e-mail at [redacted]@Dell.com, in case Mr. [redacted] has any further concerns regarding this case.    Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:On December 1, 2014 I received a phone call from the [redacted] informing me that the computer offered on November 26, 2014 was no longer available and a different computer had been already been shipped, without my prior authorization of the change or confirmation of the system specifications.  I was told that it would be an exact match to the specifications of the original computer.  It had already been shipped and I was told that it would arrive the next day.   Upon opening the box on December 2, 2014, it was immediately obvious that the computer was not of the same specifications as my original computer as it did not have the back lit keyboard.  Also, the drive tray for the optical drive was not installed properly and was sticking out 1/8th inch on the front side of the tray.  I immediately contacted Dell and informed them of the issues and was told they would replace the parts.  Upon further inspection of the computer and countless error messages regarding the A/C adapter and HDD faults, I returned the computer to Dell as it was not a suitable replacement as a refurbished computer, and since the last conversation I had with the Dell representative [redacted] regarding the replacement computer on December 3, 2014 resulted in [redacted] hanging up the phone after I had specifically asked for the computer to be replaced.   I am now being told that the original computer needs to be sent in to the depot again to undergo thorough diagnostics, yet at this time I will not accept this as a resolution since Dell has repeatedly proven that they cannot repair my computer after several attempts.  I will attach the diagnostic information needed with this message which includes photos of the screen in which the errors or issues can clearly be seen.  These photos will show the error message and the CPU temperature rising as the cooling fan does not run.  To be able to use the computer I have to keep it on a window fan.  When I removed the computer from the window fan the temperature rises well above normal operating temperature (72 C max) and dangerously close to what would damage the internal components if I were to use this computer without some kind of fan blowing on the bottom of the computer.  Also shown in the photos is the BIOS screen where the optical drive is no longer recognized by the system, yet this was never one of the many previous faults with the computer and was a result of the last time a Dell technician came to my house to repair the cooling issue that was present from the previous repair by a Dell technician at the Depot. So at this time, you have the technical information as to what is wrong with my computer and there is no need to waste your time or resources in sending me a box, me sending it to Dell, Dell technicians messing it up more, and then sending it back to me.  I have given Dell more than enough opportunity to resolve the computer issues I have been dealing with since the original repair back in early October 2014, and since Dell has tried to bait and switch me with a refurbished computer that I agreed to accept to a different model that I never even had the chance to confirm before it was shipped, and then find out that replacement was not even in working order, I am at the end of my patience with Dell.  I will continue to press this case and will not accept anything less than a replacement computer that is of equal or greater specifications of my original computer as I was promised by a Dell representative after the third repair on my computer failed to fix my computer.   Attachments:(RE: **Reference to Dell system service tag[redacted] Incident # [redacted] [28 KB] – this is the e-mail exchange where I had received the specifications of the system being offered to me as a replacement and my confirmation e-mail returned to accept that replacement.)(IMG 4287 shows the error message during the Pre-boot Assessment test)(IMG 4294 shows  the end of the test where the CPU temperature had risen to a high of 72 C during the test with no cooling)(IMG 4298 shows the BIOS screen with the SATA ODD as [Not Detected])(IMG 4300 shows the BIOS screen and the optical drive to show that it is indeed there)(Dell Service Tag CY5Z302 – Part(s) Shipped [16KB] – This is the e-mail informing me that the replacement computer that I had not agreed to had been shipped without my prior authorization regarding the change in replacement system.  I had confirmed the model 7737 on November 26, 2014 and I ask that Dell show me where I had ever agreed to the change in the replacement system.  That was obviously just something they found on a shelf and was never tested nor verified as a “refurbished” system as was apparent by its poor quality control and the fact that the A/C adapter was non-functional and would cause the computer to not boot up.  If I had purchased that computer as a refurbished system I would have returned it just as I did since it was within Dells 30 return policy.  This was a clear bait and switch operation without my prior authorization for the change.)   Thank you, [redacted]

Dell representative, [redacted] will be taking over the account and he is located here at the corporate US office.  The representative will work with in the terms and conditions of the warranty.  The customer must be available during the representatives working hours and be willing to troubleshoot.   The Sr. Tech [redacted] will be contacting the customer within 24 to 48.

Complaint: [redacted]
I am rejecting this response because:My complaint HAS NOT BEEN RESOLVED. Dell has repeated refused to do anything at all to help, and is lying about my continued efforts to try and convince them that I own the tablet I bought. I have sent various receipts, and requests from the company that sold it, Dell has refused to do anything at all. This dispute is most definitely NOT RESOLVED, nor has Dell done ANYTHING to attempt to resolve it. -[redacted]. [redacted]Still want a refund for the tablet Dell has refused to service and is now lying about my previous complaint.
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms. [redacted]. A Dell representative has removed the hold against the customer’s account. 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, Executive Support TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because: I was not happy with the out come, I feel that something thst breaks in less than one month should be replaced with a new one or a refund.  I have had Dell's over the years and from now on I will NOT be buying their inferior products any more.  Maybe to them $400 isn't alot to lose or break down but it is to a working  single mom.
Regards,
[redacted]

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customer.   If the customer would like to return the tablet she may do so by contacting the representative listed or frontline at ###-###-####.The representative can be reached directly by email at [redacted]@Dell.com.SincerelyExecutive Support TeamIncident[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. Our representative explained the terms and conditions of Dell’s limited hardware warranty which...

dictates that software issues are not covered under the warranty. As a onetime goodwill gesture and in the interest of customer satisfaction, our representative offered technical assistance; however, Ms. [redacted] elected not to accept our offer of assistance. Please note that due to our 21 days return policy, her request for refund was respectfully denied. We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. We remain ready to assist Mr. [redacted] within the terms of Dell’s Limited Hardware Warranty and our other policies. Our representative may be contacted directly by 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.

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.
Regards, I'm accepting this hoping that the gift cards emailed to me are valid and available for use, I have not used them yet, but they have been emailed to me by Dell.
[redacted]

Dear Revdex.com,
Our records indicate that Dell representative [redacted] contacted the customer and provided a coupon for a discount on their next purchase.  The customer has confirmed receipt and the representative explained the terms and conditions of the coupon.   Please have the customer contact the representative by email at [redacted]@Dell.com
Sincerely
Executive Support Team
Incident
[redacted]
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 resolution. The customer needs to go back to the manufacturer and make sure they understand that the cards was purchased alone not built with the Dell system.  At this time Dell considers this issue closed.  Please have the customer contact the representative directly by email at [redacted].      Sincerely,  Executive Support Team Incident 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.
I have asked Dell to contact me during the hours I am at home so the problem can be resolved.  I am awaiting a reply to my email sent to Mr [redacted] this week.
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted]. A Dell representative contacted the customer regarding the issues described in her correspondence.  A replacement system has been dispatched and the customer has verified receipt. 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].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.  Dell has agreed to accept the return of the customer’s computer for a refund.  The refund should appear within the customer’s 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 Group
Incident 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. Our representative processed a credit for the customer and our records...

indicate it has been applied to the original form of payment. 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, Advanced Resolution GroupIncident ID: [redacted]Dell Inc.