Dell Inc

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms. [redacted]. A Dell representative recently contacted Ms. [redacted] regarding her concerns. As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative...

processed a product return. Our records show that the credit has been posted to the original form of payment. Our representative also followed-up with Ms. [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 by e-mail at [redacted]@Dell.com, in case Ms. [redacted] has any further concerns regarding this case.  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 exactly what I expected from DELL. They are not willing to admit fault or to admit to their wrongdoing, even though I have given proof of such. There is no need to further pursue this, as now it is a matter of what, if anything, we intend to do legally from our end. Thank you for your time and assistance.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]l
Well representative [redacted]...it is most certianly not resolved. I still have a useless computer. Revdex.com, what can be done about a company selling faulty products, "fixing it" with the same faulty products and telling its customers, OH WELL...this is unacceptable. I paid alot for this laptop, I expect to get several years use out of it before having to purchase another one...so fix it, and fix it right or send a comparable one to replace it...mr [redacted], you admitted that these particular models had major issues...and no one believes it was only one batch..the websites I provided shows plenty of people having this same issue...do I need to research more????  this is abominable behavior...

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 confirmed the customer’s purchase has been returned and processed a refund.  The refund should show in the customer’s next billing cycle.  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,   [redacted]Incident ID# [redacted]Dell Inc.

Today’s Date: 12/05/2014Dear 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 various technical concerns with the Dell unit. At this time the agent was advised by the customer they are unable to troubleshoot the system at this time. The agent asked the customer to reach out once they become available to troubleshoot and work on 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 once they are able to work towards a resolution.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Today’s Date: 12/29/2014Dear 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 they...

purchased the Dell extended service plan and are requesting the battery be replaced on their Dell unit. At this time the agent has advised the customer the hardare warrarty plan which has since expired. The agent apologized and advised the customer the battery is no longer covered and cannot be replaced. 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 with any questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Complaint: [redacted]
I am rejecting this response because:I bought this product in the USA and it is a PORTABLE laptop computer, their international customer support office has not resolved the issues in 7 months. Please see letter attached for further details.
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 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.  The representative has process a refund for the customer that should reflect in his next billing cycle.  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

Today’s Date: 11/07/2014
Dear 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 Team
Incident ID: [redacted]
Dell Inc

Complaint: [redacted]
I am rejecting this response because: 1. Clearly nothing has been done to move this along. Rather they have referred into a single party that is not only a pompous individual to try and deal, including pretty much calling me a liar, but he's clearly is not knowledgeable enough to try and handle the issue nor does he even try and offer some compassion for a party long suffering person overthis ordeal for a inferior product. So the matter is clearly not closed nor should ever be closed and hopefully impacts their positive rating with you. Rather I think their plan is to just let a customer suffer until the warranty passesand its "case closed" in their minds What a joke.I have also filed with the FTC and will now seek the consumer affairs parrres on local news as well in Texas to maybe get some traction, notice since at this point they clearly have no care onhow their product support is handled.This is an absolutely ridiculoous.Thanks for your help. 
Regards,
[redacted]

A Dell representative is continuing to work with [redacted] to achieve an amicable resolution for her concerns. Our representative may be contacted directly by e-mail at [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.  We do request the customer review the information below in regards to Dells position on lost data, Limited Hardware Warranty dictate that Dell is not responsible for such compensation.   Please review additional information available at this link specific to the Limitation of Liability:  [redacted]                Limitation of Liability. DELL DOES NOT ACCEPT LIABILITY BEYOND THE REMEDIES SET FORTH HEREIN, INCLUDING BUT NOT LIMITED TO ANY LIABILITY FOR PRODUCT NOT BEING AVAILABLE FOR USE, LOST PROFITS, LOSS OF BUSINESS OR FOR LOST OR CORRUPTED DATA OR SOFTWARE, OR THE PROVISION OF SERVICES AND SUPPORT. EXCEPT AS EXPRESSLY PROVIDED HEREIN, DELL WILL NOT BE LIABLE FOR ANY CONSEQUENTIAL, SPECIAL, INDIRECT OR PUNITIVE DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OR FOR ANY CLAIM BY ANY THIRD PARTY. YOU AGREE THAT FOR ANY LIABILITY RELATED TO THE PURCHASE OF PRODUCT, DELL IS NOT LIABLE OR RESPONSIBLE FOR ANY AMOUNT OF DAMAGES ABOVE THE AMOUNT INVOICED FOR THE APPLICABLE PRODUCT. SOME JURISDICTIONS MAY NOT ENFORCE ALL OF THESE LIMITATIONS, AND ONLY THE LIMITATIONS THAT ARE LAWFULLY APPLIED TO YOU IN YOUR JURISDICTION WILL APPLY.  Please have the customer contact the representative by email at [redacted]@Dell.com with any additional concerns regarding this matter.SincerelyAdvanced Resolution GroupIncident[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] has processed a refund for the promised credit.  Should the customer have any other issues they 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, 
 
This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolution. The customer does have the option to return the tablet for credit if he does not wish to be charged.  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. A system exchange has been processed and our records indicate it has been...

delivered. 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.

Today’s Date: 02/25/2015Dear 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. At this time the agent has processed a refund for the customer. 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 they have any questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Thank you for providing a copy of the customer’s submission.  Dell representative, [redacted] has been assigned to this case and has initiated contact with the customer by phone; in their attempt to work with the customer and bring this matter to a reasonable resolution.   We ask that the...

customer continue to work with [redacted].  The representative can be reached directly by email at [redacted].

Today’s Date: 12/19/2014Dear 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...

difficulty with placing a Dell order. At this time the agent has taken the customers feedback and confirmed the customers refund was processed. The customer has advised the agent there are no other questions at this time. 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 with any other questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Complaint: 10324230
I am rejecting this response because:
I received your call from yesterday, Pilot has not called me and I treys calling them and they don't know what I'm talking about. Can you please contact them again and set that up.  Also, you said that you can not pay for shipping back to the store from my house. I talked to my attorney and she stated that it is Dells responsibility because it it your faulty equipment that has causes this issue and I am not liable for it. She also noticed that you would pay for shipping for the new one and to return the broken one if I went that route, so I am being taken advantage of by 
Regards,
[redacted]

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...

accidental damage caused to their Dell tablet. The customer is requesting a free repair or replacement. At this time the agent has advised the customer the warranty does not cover accidental damage. However, the agent offered a discounted rate to repair the customers unit. The customer declined the offer. 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 the discounted repair rate offer.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc