Dell Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Although I would appreciate it if the case was not closed just yet, as the replacement is still "In Production" and the previous one did not reach me. If possible I would like for the case to remain open until the replacement is delivered and tested to be fully functional
Regards,
*** ***

Complaint: ***
I am rejecting this response because: it does not accurately reflect what has transpired I was informed on April 14, that a $credit would be given after placing the order After placing the order, the representative withdrew the $credit at which time I requested cancellation of my order I was informed it was not possible and suggested to return the item, which I did Upon return, I was not given a full refund as informed would happen by the Dell representative Please see attached correspondence between the Dell representative and myself which reflects the events outlined above.Further, please note that the company has failed to honor its price match policy
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Dell took my original computer and replaced it with a totally DIFFERENT one without a touch screenI simply was not aware of it for months because of my illness and my mothers' urgent needsMy mother *** *** *** * *** *** *** *** ** *** during all this harassment and was *** both timesIf you think that isn't enough to be distracted by to not need to deal with a computer or whether its screen moves, you better wake up and smell the coffeeLife is very fleeting and for me, I have one mother in my life and she is extremely important to meI intend to be by her side being her advocate and caregiver until the day she diesShe needs meI do not still have time to keep up with this back and forth objective to 'get Dell' , but I can tell you, they very smugly stated "well you had days to return it after you received it when your first ordered it and you will never get your money back" and they have made fun of the situation since - not answering calls, putting me on hold, telling me I had the wrong department, telling me to do this and that when it was not my job to fix the computerIt is at best a $computer, not a $They should be very ashamed about the way they treated a year old lady who just wanted a trustworthy fast machine
Regards,
*** ***

Complaint: ***
I am rejecting this response because: This was the complaint that we filed back in March: Our school district purchased over Dell Chromebook 11's back in September of Of those we have had over of them "DOA" ---they will not chargeCome to find out the screws inside and outside our Chromebooks are defective, and become loose, and the inside ones end up shorting out the Motherboards and therefore will not turn on/or chargeOn top of all of that, we have an entire collection of units that have broken BEZELSI spent better then hours on different DELL chats, only to find out that they do NOT have the BEZELS and was told that I need to go through a 3rd party seller...and have tried all of them that was given and they do not have them eitherWE are so disgustedOur district has spent all of this money on DELL Chromebooks for our students and they are "lemons" to say the leastMy coordinator has been corresponding with folks from DELL, but getting no where fastThese have only been in the hands of our students not even months, and I am averaging - returns a weekSo ridiculous...we are at the end of our rope! I am told that they do not even make this model any longer...hmmmmm, wonder why???? We paid for a NEW CHROMEBOOK, but what we have is something that I cannot even sayOur parents/students deserve so much better!!! These units should be replaced with units that the screws don't literally pop off in the inside and outside- shorting out the MOTHERBOARD/BATTERY, and that the screen is at least replaceable if need beSomeone needs to be made accountable for these defective ChromebooksWe need to somehow get the word out...DO NO BUY DELL!!!!!!!!!!! This was then assigned a case: complaint #10543667, and this was the Revdex.com response: "Revdex.com has determined that the business has addressed the disputed issues and has closed the complaint"We are trying to figure out how on earth DELL can say that they have taken care of this complaintNOT the case!!! Please advise what we as a school district can doI am averaging sending 5-Chromebooks to Dell Depot for repair---weeklyThese units are LEMONSOur parents are furious, and rightly so! The warranty on these plus Chromebooks is up in September...then what????!!!!!!! We are only months in to even using theseTo be advised from their call centers that there is a known MOTHERBOARD issue on these units, and then to also be told that the screws in the INSIDE of the units also are defective...come loose, and short the board out, and thirdly to find out the screws on the outside of the units also do not lock tight, become loose, and this also causes screen/hinge issues, is just unacceptableRIDICULOUS!!! Dell has said that they would hire a company to come in and replace all the missing screws...but our real concern is the warranty that expires in SeptemberA complete REFUND would close this complaintThank you so much for any help!At this point the company is not even considering extending our warranty, and that is completely unacceptableIf that is the case, we must fight for a refund
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Dell sent me a new computer but they won't call me to set it up correctly IT DOESN'T WORK !
Regards,
*** ***

Today’s Date: 11/18/
Dear Revdex.com,
Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe customer states various technical concerns and is requesting a refundAt this time the agent has advised the customer that a refund is not possible and offered to troubleshoot the unitThe customer has declined to allow any troubleshootingDell takes a customers privacy seriously and understands the customer concerns and feedbackHowever in order to resolve the matter Dell must be able to properly diagnose the systemDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they reconsider working with the agent to troubleshoot the unit
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Today’s Date: 11/04/
Dear Revdex.com,
Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe customer
states various technical concernsAt this time the agent has issued onsite service to repair the customers systemHowever, as is required by the Revdex.com a final resolution is being submitted todayThe agent will continue to work with the customer unit the matter is resolvedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any questions or concerns
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondencePer the terms and conditions of the limited warranty, our representative
processed an exchange and our records indicate the system has been receivedAs a onetime goodwill gesture, our representative offered a new exchange; however, the customer has not respondedWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com,Thank you for providing a copy of the customer’s subsequent follsubmission Customer expressed dissatisfaction with Dell’s response As previously stated, it would be the customer’s responsibility to back up all existing data, software, and programs before receiving services or support, including telephone support When a customer reports an issue where the computer will not boot properly, our representatives would be unable to guarantee that any data or programs could be recovered during the processes required to restore functionality to the computer.There were multiple logs under her account, prior to the customer receiving assistance in restoring functionality to her computer, where service was deferred as she reported she had data which needed to be backed up It is logged that she was told, prior to the service, that Dell would not be responsible for confidential, proprietary, or personal information; lost or corrupted data Dell will not be offering any concessions in this matter and no further attempt has been 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: ***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 resolutionAt this time Dell considers this issue closed Please have the customer contact the representative directly by email at ***@Dell.com.
Sincerely,
Executive Support Team
Incident ID#***
Dell Inc

Complaint: ***
I am rejecting this response because they have not changed their stance and refuse to honor their warranty
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I can understand how the warranty wouldn't cover first time failures, but repeated failures of the same hardware are not a occurrencemonths is not the expected life span of a new motherboardMaybe Dell is using used or refurbished parts when the perform replacements
Regards,
*** ***

Complaint:
I am rejecting this response because:
Regards,
*** ***

Complaint: ***
I am rejecting this response because:COULD THEY SEND ME TO A SHOP OUT HERE AND PAY FOR THERE SER'S.THANKS.OR PAY FOR WHAT A SHOP WHATS TO CHARGE ME.THANKS.THANK YOU VERY MUCH FOR WORKING WITH ME DELL
Regards,
*** ***

Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell has a twenty-one (21) day Return Period and, as the order invoiced during September, a refund would not be an option Since the date of the submission, a Dell representative assisted the customer and appears to have resolved the issue We remain available to assist under the terms and conditions of Dell’s Limited Hardware Warranty and ask that the customer contact our representative at ***@Dell.com for any further assistance they may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because:1) When you register a Dell product, you are immediately placed on their marketing list and they immediately start sending you spamIt is a list, digital at thatIt takes no time to remove any part of that list, yet they want to claim it takes -weeks.2) They outright LIE when you try to "unsubscribe" from the Dell spam, where they tell you at that time it takes 10-daysNow that 10-days has grown to 6-weeks?3) Nowhere should it be alright that a company can send you advertisement after advertisement, simply because you bought one of their products4) Anything that Dell is saying in this complaint thus far does not actually solve the underlying problem in that they are changing absolutely nothing.5) Dell has shown absolutely no respect for the privacy of consumers.6) I know the Revdex.com will close it stating that the company made a good faith effortBut in actuality there is no GOOD faith hereThey have done nothing to solve the complaint
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I do not feel going without a computer for almost months and being offered an extended month warranty is any compensation from DellWe did not loose the computer and then not believe their own tracking information, make me wait on hold for endless hours and continue to be transferred for over hours in one day with the end result in someone hanging up on me because it was "time to go home"The only reason one was shipped over night was due to us reporting to Revdex.com
Regards,
*** ***

Today’s Date: 01/29/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceDell regrets any inconvenience
caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** .Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative issued a product returnOur records show that the credit has
been posted to the original form of paymentOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: ***Dell Inc