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 assisted in getting the damaged TV returned and updated customer that the credit has posted to the original form of payment.   If the customer has any further questions or concerns the representative can be reached at [redacted].    SincerelyExecutive Support TeamIncident[redacted]Dell Inc.

Thank you for providing a copy of the customer’s correspondence. A Dell representative is working with [redacted] to achieve a resolution for his concerns. Our representative may be contacted via e-mail at [redacted].

Today’s Date: 03/16/2015Dear 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. At this time the agent has processed a refund for the customer. The customer will see the refund by their issuing banks next billing cycle. 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 there be any additional questions or concerns in this matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Complaint: [redacted]
I am rejecting this response because:  I haven't seen any new responses to this complaint against Dell since February 10, 2015.  And when I saw an email from the Revdex.com stating there was a response and nothing needed done at that time, I read what she wrote, and since the bureau said  nothing needed done at this point I didn't respond.  Now I am reaching out again.  Yes [redacted] keeps in touch but now every email I send her, I get hit with an Out of Office  email. and an email address to send an email to [redacted]  and I have emailed him several times with no response from him/her.  the last email I received from [redacted] stated I should obnly reach her  This is the last email I received from her. They always now no matter when isend her email come up Out Of Office.  Here is her last letter to me. I am not sure what is going on, but I am still unable to log in  to [redacted] and  get to the page I need to add the service tag number of new computer  to see if registered and if the  warranty of one year  warrant on parts and tech support are  going to be given to me, or just hardware warranty or nothing at all.  I feel dell is reneging on the one year limited warranty and that an extended warranty should pick up what dell should be giving me. I do not  know how long the Revdex.com will keep this open, but I am feeling defeated with Dell and their  responses about this and them to ask if I purchased an extended warranty, isn't either here or there.  But  I do know one thing, if I did get an extended warranty when I purchased the computer, as with any electronic device I have bought from Wal-Mart, they will not pick up on claims until the warranty from Dell expires.  With that being said, either way I would have no warranty coverage since Dell says  on the old computer service tag # [redacted] is not entitled to any  warranty coverage of which I know this already, as the  warranty expired on jan 12, 2012, I never asked for warranty on the old computer and now not knowing if they will honor it I have not set up the new computer yet.  Just an answer  yes  parts and tech support for 1 year or no  nothing.  All I wanted and thought this could be taken care of  with a phone call, but why would I have expected it to be so clean cut is beyond me.  I think they are trying to wear me down yet again and I am about to the point where I  am tired pof expecting an answer from Dell. I will wait for an answer from you since these out of office email don't get responses on what the  subject of this complaint should be addressing. [redacted]   
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution was not 100% satisfactory to me, but.... I'LL ACCEPT IT.... since I have no time to go back and forward with the business. (They take forever to respond and answer my calls or e-mails) What I wanted was my gift card to be applied to my tablet purchase, but instead I had to return the tablet, and buy a different product (that I did not want or need) since the same tablet was not for sale anymore and other comparable tablets had higher prices.So it was either settle with a lower quality tablet, pay a higher price for the same quality tablet ,or buy a different product.I decided to go with a different product so I could sell it on ebay and buy the tablet I needed from another vendor. Also they charged me for the tablet cover (that was supposed to be included in the original purchase as part of the special) and never refund this part, the cover was returned back to them along with the tablet charger etc. (about $60 dollars worth I think)I'm currently still waiting for the balance to change to what it was supposed to be in the first place. (I guess it will change on the next billing cycle according to Dell representative)I thank Revdex.com for the quick response and follow up of my case. I was actually surprised, because I've never had to go trough this before and I thought nothing good was going to come out of this, thanks again Revdex.com.Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:I am still having the trouble and technical support does not want to work on it they say I am working with someone else and will not transfer the phone
Regards,
[redacted]

Dear Revdex.com,
Thank you for the opportunity to address the correspondence...

submitted by Mr. [redacted]. A Dell representative recently made multiple attempts to reach Mr. [redacted] by phone and e-mail; however, has not been able to discuss the contents of his correspondence. 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], in case Mr. [redacted] has any further concerns regarding this case.  
Sincerely,
Executive Support Team
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 updated the customer’s information and...

dispatched the parts to address the customer’s concerns. The customer confirmed the receipt of the parts and has no other issues. 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 Team
Incident ID: [redacted]
Dell Inc.

Thank you for providing a copy of the customer’s correspondence. A Dell representative is working with [redacted] to achieve a resolution for her concerns. Our representative may be contacted via e-mail at [redacted].

A Dell representative remains engaged with the customer to address these issues however a final resolution has yet to be reached. We ask that the customer contact our representative at [redacted]@Dell.com for any further assistance they may need regarding this matter.

Dear Revdex.com,Our records indicate that the credit posted to the credit card on 2/25/2015 we suggest the customer contact her credit card company to confirm or it will reflect on her next billing statement.  We ask that the contact the representative at [redacted]@Dell.com for any further assistance she may need regarding this matter.SincerelyAdvanced Resolution GroupIncident[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 a replacement system and our records indicate...

it 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, Advanced Resolution GroupIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:The promotion period for the laptop was advertised to end on a certain date. We contacted them before the advertised promotion ended. If they have the right to discontinue the promotion at will and still have inventory, they could pull that stunt at any time, even two days after the start date. The advertised discount was so large (around 50%), I would not be surprised if it was a come-on for a bait and switch. And the fact they didn't offer us any other comparable discounts (only offered  around 10%) on other laptops is an indication.
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 explained to the customer that out of warranty...

service is not available for this system. 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.

We understand Dell's stance regarding this issue; however, we still can't use our computer. We would like for Dell to understand that their depot services were less than satisfactory (except for the visit of the local technician, which I am sincerely grateful for). Computer returned from their depot scratched up and not fixed the first time, and only half fixed the second time - also it took a long time to get back to us, because we were put on billing hold. These are the reasons for our request for a new computer.Because we read Dell's response, and we tried to understand Dell's view, we asked the representative to promise that this time the computer will be fixed, not scratched, and clean with no finger marks and pieces of a sandwich on it; his answer was elusive at best and we did not get any guarantee that the computer comes back  finally fixed  (please see attachment). We really just want this (expensive) machine to work. It is tiresome to not be able to use a computer or save anything on it because it has to get fixed; and that may mean that it gets wiped out. So we have 12 hundred dollars machine that is used to watch Netflix when we manage to turn it on. We are not trying to scam Dell and get a new computer,  we are trying to have a working machine that can run Autocad - that was the reason that we bought it for and we are  unable to do so  for months now.  The conclusion of this tirade is as follows : we have no trust in Dell's depot to fix the computer. Every time we sent it it came back damaged or half fixed, and it took a long time (please see the original complain for the time details) to get it back. As we already stated above - please understand that we want a working machine, but have no trust in your depot abilities as 100% of times that we send it to you the computer came back damaged and absolutely not fixed. The computer was a "lemon"  from the get go and is still not working properly. As a result of all the above we would like: A) A guarantee that the computer comes back absolutely fixedB ) A new machine that is not a lemon.We are counting on Dell's understanding of our position and the response that is acceptable. Best regards [redacted]

Dear Revdex.com,I am writing on behalf of Dell in response to your (email/letter) regarding receipt of unwanted marketing material.  We appreciate your taking the time to bring this matter to our attention.   I assure you we take matters like this very seriously and have initiated an investigation.  I will continue to monitor the situation in our efforts to prevent this issue from occurring in the future.  Please understand that Dell must provide publishers with mailing lists weeks in advance, to allow time for printing and mail processing.  As a result, it may take up to 90 days before an opt-out request becomes fully effective.  Please accept our sincere apologies for any inconvenience this may have caused.  You may contact me directly by email at [redacted]@Dell.com for any further assistance you may need in this matter.SincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:
There are numerous anecdotes online wherein customers with my exact model of laptop experiencing the same problem as a result of a well-documented manufacturing error gone unacknowledged by Dell were given a "one time exception" to replace their laptops, with a few of these responses as recent as 2014. My laptop is not experiencing a "freak" error, nor a user-caused issue, nor a wear & tear issue, but a clearly obvious effect of shoddy assembly at the fault of Dell, Inc. It is such a rampant error that one of the numerous youtube tutorials recommending an ultimately temporary fix has over 100,000 views, while a similar one has 96,000 at the time I write this. There are many blog pages dedicated to this exact problem with dozens to a hundred or more comments each, and at least one class action law suit in early production stages. If Dell cannot spare the comparatively meager amount of time, money, or effort to invest in customer satisfaction, then they have lost this customer, her company's, and her extended family's business for life.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Dell never offered to resolve any of the underlying issues.  I spoke with a total of 7 different Dell representatives and they have never done anything concrete to solve a problem which is clearly a manufacturing defect.  I had to contact a third party directly to obtain any resolution.  Even though I was able to return the system, I was not able to recover shipping and handling.  Dell has offered NOTHING to help resolve the monetary loss occasioned by THEIR defective product.  Nor have any of their representatives been helpful in addressing concerns.The problems with this company run so deep it is hard to even fathom.  They can't produce a working product, can't offer consumers any resolution, and have a "customer service" department full of individuals who have no power or who are unwilling to assist customers in resolving issues with their own products.  The fact that a retailer has to be the one to resolve a manufacturing defect with a component part of a system is beyond comprehension.The product has been returned at a loss because of a manufacturing defect - with no offer from Dell to compensate for that difference.
Regards,
[redacted]

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. The customer states...

concerns with a television order. At this time the customer has not responded to the agents attemps at contact. Dell regrets any inconvenience caused and we the customer to contact the representative at [redacted]@Dell.com should they still require assistance.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 made multiple attempts to contact the customer regarding the issues described in his correspondence; 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 his Dell experience.  Sincerely, Advanced Resolution GroupIncident ID: [redacted]Dell Inc.