Dell Inc

Today’s Date: 01/29/2015Dear 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...

software concerns. At this time the agent has attempted to work with the customer however the customer refused to provide the agent with the information necessary to pull up the customers account in order to troubleshoot the unit. As a result the agent is unable to work with the customer to resolve the matter. 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 should they reconsider providing the necessary system information to the agent.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Today’s Date: 02/11/2015Dear 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]. [redacted], to address the contents of their correspondence. The customer states...

order and financing concerns with a television ordered through Dell. At this time the agent has processed the customers credit and advised the customer as such. 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 should there be any questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Today’s Date: 01/12/2014Dear 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...

order concerns. At this time the agent has been advised by the customer the matter has been addressed. The customer was interested in placed the order again should a discount be provided. The agent offered a 5% discount which the customer respectfully declined. 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 should their be any other questions or concerns.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.  [redacted] explained to the customer there is no option to pay for a system that has been exchanged and he would have to return the replaced computer.  Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted].  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. Our records indicate the gift card has been sent to the customer; however, he...

has not responded to multiple contact attempts. 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:Can you explain what your stancein this matter is? I suppose you are aware that the technician came again forthe third time to take apart my computer, changed the parts again and theproblem persists after 7 months of multiple calls, chats and visits.Since I bought this product inthe USA, and it is a portable equipment and I have been unable to use it sinceI bought it in June of 2014, I will accept to request the TAG TRANSFER that youoffer, IF you (DELL USA) guaranteethat this will assure me that my equipment will be fixed to my satisfaction andwork according to specs as advertised in no less than on more technical visit or30 days, or that I will receive a new replacement equipment that performs as itshould. I do not want Dell [redacted] to clean their hands and say they can´t coverit because it was bought in the USA. Or have the end of the soon to expire oneyear warranty in June of 2015.Again I repeat, I am willing togo ship and receive an exchange on my [redacted] address, you do not have to ship to[redacted] if that is a problem for you.Sincerely[redacted]
Regards,
[redacted]

Today’s Date: 12/08/2014Dear 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 unit. At this time the agent has confirmed with the customer the matter has 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]@Dell.com should there be any other questions or concerns.Sincerely,Executive Support TeamIncident ID: [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. At this time Dell considers this issue closed.  Please have the customer contact the representative directly by email at [redacted]@Dell.com.    
 
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. Depot service was provided and the customer reports no further issues with...

the system. 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.

Today’s Date: 02/23/2015Dear 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 and time to resolve concerns. At this time the agent has confirmed with the customer the matter was addressed. However, the customer provided the agent additional customer experience feedback which was taken and processed by the agent. 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 should they have any additional questions or concerns.Sincerely,Executive Support TeamIncident 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 his concerns. Our representative may be contacted via e-mail at [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 agreed to replace the customer’s computer with a new system exchange.  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.

Complaint: [redacted]
I am rejecting this response because:
I have provided them with everything that I can get my hands, and they keep calling my office while I am out, and not reaching out to me by email.  I just want the screens replaced, this is absolutely absurd that they need to have 19 phone conversations about this.I can not be any clearer, I have a receipt for one and not the other, and DELL was the one to supply me with the warranty expiration dates, so why aren't they just replacing them.
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. The customer confirms the camera has been received. 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.

Complaint: [redacted]
I am rejecting this response because:Please see attached email thread including the latest response I am sending to [redacted] and [redacted] pursuant to Dell's latest reply to the Revdex.com thread.Perhaps the Dell Executive Support Team that replies to this Revdex.com thread is unaware - but the reason this case is still open at Revdex.com is because I am not getting an acceptable response from [redacted] and [redacted] (the Dell managers assigned to the case whom the Dell Executive Support Team keeps informing me I should contact. It is because I am not getting any progress after contacting them, that I am continuing the thread here on the Revdex.com site.I have stated before and will state again, it is very frustrating that the Dell Executive Support Team seems to mindlessly repeat their prior standard responses as opposed to making an earnest attempt at resolving this issue in as timely a manner as possible.
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; however, they have not been able to discuss the correspondence. Our representative, via email, provided technical assistance and the customer has not responded. 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, Executive Support TeamIncident ID: [redacted]Dell Inc.

A Dell representative is continuing to work with Ms. [redacted] to achieve an amicable resolution for her concerns. Our representative may be contacted directly by e-mail at [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 submission.  We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience.Dell representative [redacted] contacted the customer and authorized for a coupon code be issued.    The representative followed up and confirmed that the customer has received it. We remain available to assist and ask that the customer contact the representative [redacted]SincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:It is not the customer's fault if the company doesn't give them the opportunity  to take steps to make sure that their information and pictures are backed up.  By not letting the customer know that you are taking their hard drive out and replacing it with a new is something that needs to be expressed!  It doesn't take any effort on your Support Technician's to let the Customer know what is going to be done to their computer!  Because I called for Technical Support!!  The name says  it all!  That you are there to Support the Customer's Technical needs, one part of that is to make sure that your customer's understand what is being done and what the Technician feels needs to be replaced!  None of the Support Technicians not one of them when they were going over with me what they felt was needed to be done said that they were ordering me a new HARD DRIVE!  Not one email or text any time while I was talking to them or when they asked when it would be a good time for them to send out a Technician did they say it was for them to bring me and install a new HARD DRIVE.I will be looking into filing a small claims against Dell for my day's  lost because I couldn't use my Laptop and for the Stress I have been put thought having to talk with you! 
Regards,
[redacted]

Dear Revdex.com,Thank you for providing a copy of the customer’s follow-up submission.  Customer expressed dissatisfaction with Dell’s response.  We regret any dissatisfaction he may have experienced and appreciate the feedback provided.  The customer is requesting information which will not be provided via the Revdex.com process.  Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues, per the terms of Dell’s Limited Hardware Warranty.  The customer declined this assistance.  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 no change will be made to the offered resolution.  We remain available to assist the customer under the terms and conditions of the warranty and ask that he contact our representative at [redacted]@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.