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.  We regret any dissatisfaction the customer may have experienced and appreciate the feedback...

provided regarding this experience.Dell representative Sacheendranath contacted the customer authorized for a depot service to be completed but the customer has failed to do so.  The representative has attempted numerous times to follow up with the customer with no response.   We remain available to assist and ask that the customer contact the representative [redacted]@Dell.comSincerelyExecutive Support TeamIncident[redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:It has been over 45 days since I first requested not to receive Dell spam.  Yet, even as of today, I am still receiving it.  See attached spam from 23 April 2015.It is unacceptable for the company to spend months worth of spam, after numerous requests to be taken off the list (and an initial request not to be put on it).  I have previously asked for a partial refund, since the company is violating its own privacy policy.Considering raising this issue to my congressman.
Regards,
[redacted]

Dell representative, [redacted], contacted the customer and is working with them to reach a reasonable resolution.  The representative can be reached directly by email at [redacted]@Dell.com.

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr. [redacted]. A Dell representative has made multiple attempts to contact the customer regarding the issues described in his correspondence; however, to date, 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution could be satisfactory, ONLY IF I receive a different computer system with a different wireless card. This representative attempted to pull a fast one on me by simply changing my computers power settings making it so my computer NEVER went to sleep. Therefore I would NEVER be disconnected from the internet. I found this out while I was playing music and shut my computer lid. Well the music still played with the lid shut.. further more I didn't have to put my password in anymore because it never went to sleep! I have changed my computer settings back to the default and the issues are occurring still. I still have to enter my network password to get on the internet. I have tried contacting [redacted] on two occasions and have not received anything in return, no phone call or email as promised by the person who took my message. I am very upset and would like to speak with [redacted] to discuss what my replacement system options are. I will not accept the same computer system or model in fear that I will have the same horrendous issues.
Regards,
[redacted]

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customer.   The representative can be reached directly by email at [redacted]@Dell.com.SincerelyExecutive Support TeamIncident[redacted]Dell Inc.

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customer.   The representative explained that we don’t show any call being made to the customer in regards to extending his warranty and this type of practice would be unethical.  The representative further explained that the offer was previously made for a $75 credit but we made an exception as a goodwill gesture to make it $100.00.  Dell considers this matter closed and will not address this any further.   Please have the customer contact the representative by emailing at [redacted]@Dell.com with any additional questions or concerns.Advanced Resolution GroupIncident[redacted]Dell Inc.

A Dell representative contacted [redacted] and is working with her to achieve an amicable resolution for her concerns. Our representative may be contacted directly by e-mail at [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. Our representative offered the customer a return for credit and the customer...

accepted. Our records indicate the system has been returned 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 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 providing a copy of the customer’s follow-up submission.  Customer expressed dissatisfaction with Dell service and support and wants her computer repaired at no charge.  We regret any dissatisfaction she may have experienced and appreciate the feedback provided.  Our records indicate at the time of purchase, the customer opted for a one year warranty which expired during 2014, and the customer’s out of warranty fee-based service was performed within the guidelines of Dell’s Limited Hardware Warranty and Dell policies.  As previously indicated, since the date of the original submission, a Dell representative contacted the customer and denied her request for free out of warranty repairs.  For customer satisfaction reasons, the representative offered a discount for the repairs which the customer declined.  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.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Today’s Date: 01/16/2015Dear 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. 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] .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 about all that Dell would do to make this satisfactory to me.
I was out the money that was charged to my credit card by DELL without my authorization and it took the involvement of the Revdex.com to push the refund through more quickly thatn the estimated 30-60 days Dell suggested it might take.  Dell is the only winner here.
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 submission. A Dell representative [redacted] contacted the customer regarding their concerns with the order apologized for the...

experience and offered to assist with getting a new order placed. The representative attempted to follow up several times after customer worked with a designated sales representative. Our record reflects a new quote was configured and sent to the customer but there has been no response from the customer in regards to placing the new order. We remain available to assist and ask that the customer contact the representative should they have any additional questions at [redacted]@Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.

Complaint: [redacted]
I am rejecting this response because:The business offered to fix the laptop but the warranty will be up soon so I do not want it fixed and sent back as the warranty will be up in February and if it breaks again- as the PC has been prone to- I will have to pay for it to be fixed. The business also offered me a 10% discount but even if I buy a high end PC on their website, I will be spending 1500-2000$ out of pocket and then between the PC I already bought and the new laptop, I will be spending between $2000-3000 on my own on the two PCs. A 10% discount on the second PC- a discount that most websites give regardless - is not really useful to me.I countered the 10% discount offer with a 30% discount request. This would cover $300-400 of my next PC and would have been enough to be the amount I requested earlier (300-600 dollars in credit). They denied that and countered it with, once again, a 10% discount offer. I have already purchased another laptop for $1,300- money that I would have been more than happy to spend on Dell had they helped me even in the slightest form. 
Regards,
[redacted]

Today’s Date: 04/17/2015Dear 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...

customers 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]@Dell.com .Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Today’s Date: 12/12/2014Dear 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 a television order arrived with technical concerns. At this time the agent is processing a refund for the customer and is pending the television to ship back to Dell. A pick up has been scheduled for the return. As is required by the Revdex.com a response is being submitted today. However, the agent will continue to work with the customer until the matter is resolved. 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] with any questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Dear Revdex.com,Our records indicate the representative Vijay followed up with the customer in regards to her concerns.    The customer stated she contacted support already and confirmed all issues are now resolved.  We request the customer contact the representative at  [redacted]@Dell.com for any further assistance he may need regarding this matter.SincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

A Dell representative is working with [redacted] to achieve a resolution for her concerns. Our representative may be contacted via e-mail at [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 the correspondence. As a onetime goodwill gesture our representative dispatched the optical drives...

to the customer. Our records indicate they have been delivered. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding their Dell experience. Our representative may be contacted directly via email at [redacted]@Dell.com. 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. A return for credit was created and our records indicate the items have...

been received and credit 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 remains available and may be contacted directly via email at [redacted]@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: [redacted]Dell Inc.