Dell Inc

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr. [redacted]. [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]@Dell.com, in case Mr. [redacted] has any further concerns regarding this case.  Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Today’s Date: 01/21/2015Dear 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 various concerns of a technical and customer service nature. At this time the agent has been advised by the customer the technical matter has been resolved. The agent has taken the customers feedback as well. 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 their be additional questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] How convenient that Dell is not set up to resolve this problem because their policy is to not reimburse items not purchased at Dell.  At least the person that called acknowledged the fact that the picture showing all the components of a complete computer system, including a monitor, was misleading.  That really does not resolve the problem that I had to go out and purchase a monitor, in order to have a functioning system.  Of course, it is easy to make an offer that is useless when you know a monitor was already purchased at an outside source by the customer.  I am really disappointed with how Dell has handled this problem since the first time the problem was brought to their attention.

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 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 offered to have parts or issue another refurbished unit.  The representative respectfully denied the customer’s request for a new system exchange or refund due to the system being over 2 years old.  We request the customer review the warranty for further explanation of his writes under the terms and conditions.  [redacted]Should he reconsider and agree to troubleshoot, he may contact Dell’s technical support representatives at ###-###-####.  Alternatively, should he want assistance from the representative assigned to assist with his submission, we ask that he contact the representative at [redacted]@Dell.com for any further assistance he may need regarding this matter.SincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:
The dell representative is confused and apparently NOT aware of the actual complaint.  The ACTUAL complaint was there were black spots on my monitor, DELL assumed there was damage and there is NO damage.  I told them I wanted a tech to look at it and they have refused my request stating there is damage...again there is NO DAMAGE to my monitor.  I have provided pictures and they have run diagnostic test to prove that.  I have requested that the unit be replaced because of it being defective.  I requested a refund of the extended warranty that I did receive PRIOR to filing the complaint with Revdex.com, a totally separate issue and it was requested within the 30 days of purchase of that extended warranty. The Dell warranty is still in effect, but it doesn't really matter since they are refusing to honor it. DELL still refuses to address the screen issue which was the basis for the complaint.I am taking my computer to a computer repair service to get a diagnoses am my own expense.  Once again DELL refuses to accept any responsibility for their defective product. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Dell's offer  involves replacing a defective unit with another of the same defective unit. I was sold a lemon and continually replacing it with another lemon is not responsible business practice. Regards,
[redacted]

Dear Revdex.com,
 
Thank you...

for the opportunity to address the correspondence submitted by Mr. [redacted]. A Dell representative recently contacted Mr. [redacted] regarding the issue described in his correspondence. Our representative informed him of the terms and conditions of gift cards. As a gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement gift card and followed-up with Mr. [redacted] to confirm resolution. 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: 29805120
Dell Inc.

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]; however, has not been able to discuss the contents of his correspondence. Our records show that a...

product return has been issued. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our representative may be contacted directly by email at [redacted]@Dell.com, in case Mr. [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 Mr. [redacted]. A Dell representative recently contacted Mr. [redacted] regarding his concerns. Our representative informed him that his Dell system limited hardware warranty expired on October 12th,...

2013. However, as a onetime goodwill gesture and in the interest of customer satisfaction, our representative processed a spare part(s) order# 739582316. Our representative also followed-up with Mr. [redacted] to confirm resolution. 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.

Today’s Date: 11/10/2014Dear 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. 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: 29823939Dell Inc

Complaint: [redacted]
I am rejecting this response because: I called the number given spoke with several people one gentleman stated that he was going to contact his legal team and someone will call between 12-1pm again hrs do not work for me so I am not getting any resolutions for this computer problem that I have. I not understanding why this is so difficult for the customer.
Regards,
[redacted]

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].    
 
Sincerely, 
Executive Support Team
Incident ID#[redacted]
Dell Inc.

Complaint: [redacted]
I am rejecting this response because:The computer crashed again I have informed dell. 
Regards,
[redacted]

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by [redacted]. A Dell representative recently contacted [redacted] regarding her concerns. Please note that a product return is being processed. Our representative will also follow-up with [redacted] to confirm resolution. We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. Our representative may be contacted directly via e-mail at [redacted], in case [redacted] has any further concerns regarding this case.  Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]I am rejecting this response because:  resolution is pending documentation that verifies the company's response.  Also, it was stated that the premium warranty would be extended to a total of 3 years from the date of purchase per the representative from Dell.  This case should not be closed until proper documentation is received by all associated parties. Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:Dell's lousy and unethical business model put the unnecessary burden on customers. You're supposed to support your product, no matter who owns it. Suppose the buyer passed away after giving the product to somebody, then the new owner is out of luck? It's very unethical to do business that way Dell.Oh by the way, I have successfully convinced one of my friends who is looking to buy the same monitor to stay away from Dell after I told him how "good" your product and service are. Congratulations! 
Regards,
[redacted] **

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

submitted by [redacted]. A Dell representative recently contacted [redacted] regarding the issue(s) described in his correspondence. Our representative explained the terms of Dell’s limited hardware warranty and issued an onsite service. Our representative also followed-up with [redacted] to confirm resolution. 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 [redacted] has any further concerns regarding this case.    Sincerely, [redacted]Incident ID: [redacted]Dell Inc.

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

Complaint: [redacted]
I am rejecting this response because:Bad news!  [redacted] tried to boot the laptop today (first time since trial after receipt from service).  The computer locked in the middle of the start up.   She did Control/Alt/Del and it did boot up.  Then she discovered that the touchpad is not working. She is studying for 3 finals and doesn't have time to interact with your cumbersome technology service.   As soon as she has a free moment, that will take place. I will forward this to Revdex.com representative even though they just closed the open case.
Regards,
[redacted]