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 Dell could not         refund the amount for his locally purchase monitor but did offer a discount on a new purchase.  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.

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 his correspondence. Our representative informed the customer an exchange has been dispatched and...

our records indicate the exchange has been delivered. The customer has not responded to subsequent 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.

Dear Revdex.com, Our records indicate that Dell representative [redacted] did troubleshooting steps with the customer.  The representative made several follow up calls to confirm system was still working as designed.    We ask that the customer follow up with the representative directly by email at [redacted]@Dell.com. Sincerely Executive Support Team Incident [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 attempted to contact the...

customer regarding their concerns.  We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback.  [redacted] attempted to contact the customer on three (3) separate occasions. However, they were unable to speak with the customer but they were able to leave a voice mail or message each time stating the purpose of the call and providing their direct contact information. 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 Group
Incident ID# [redacted]
Dell Inc.

Dear Revdex.com,Dell representative Shawn has followed up with the customer and informed customer that the late fee on her Dell Financial account has been refunded.  The representative confirmed the next billing statement will show a zero balance.  We ask that the contact the representative at [redacted]@Dell.com for any further assistance she may need 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] explained to the customer her system is out of warranty and free repairs could not be done but did offer a discount on an out of warranty depot service.  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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Please read the attached MS Word document which includes copies of the emails exchanged with Dell's [redacted].
Regards,
[redacted]

Dear Revdex.com,Dell representative [redacted] followed up with the customer and confirmed that the first monitor has been replaced. The representative explained that the second monitor cannot be replaced without proof of purchase being provided. Please have the customer contact the representative by emailing at [redacted] with any additional questions or concerns.SincerelyAdvanced Resolution GroupIncident [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:First of all, I would like the name and address of Dell Corporate officer so I can file a suite. This has been requested on at least four different occasions from a Dell senior Tech with no response. The reason for me rejecting the complaint is listed below.1. Since I purchased the first computer, It has given me nothing but trouble. Shortly after receiving it, the screen began to flicker and then go blank. I also spent at least 15 hours on the phone with Dell Tech support and they were unable to fix the problem.2. The second (new Computer) was acting up within two weeks of it's delivery behaving like the first one. Another 15-20 hours on the phone with Dell Tech support along with several parts replaced. The computer still did not work.3. The third (refurbished Computer) was promised to be working perfectly and in pristine condition and it  was not. The usb adapter relating the Computer to the Mouse and Keyboard was the old one the Tech never removed from the Computer so it did not work. The Computer had finger prints all over the screen, chip out of the back cover, and scratches on the base.4. I have spent at least 40 hours on the phone with Dell allowing them to resolve the issues and they did not. I also had a service Tech out to my home on 5 different occasions for a minimum of 2 hours per visit. That is a total of at least 10 hours.At this point I do not want to send the latest computer back to dell as I will need that to display in court along with the rest of my documents. Once again I am asking for the Corporate Officers name responsible to receive Law suites on behalf of Dell along with his address please. I no longer have confidence in Dell or it's support team.Sincerely,[redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I can not believe that Dell believes this issue to be closed. The Tech. that DELL sent to my home & their phone Rep. both said that their suggested "fix" would NOT resolve the issues I have. Replacing the Hard Drive a 2nd time, would have only caused more problems, for me (reloading my programs, loss of pictures, ect.). For these reasons I refused the replacement. The Tech informed me that the computer needs to be replaced! The computer is approximately 4 months old. I have had nothing but problems with it from day 1. Until they replace the computer or return purchase price, this issue will NOT be completed.
Regards,
[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 records indicate the order has been returned and all credits...

have 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 may be contacted directly via email at [redacted]@Dell.com.Sincerely, Executive Support TeamIncident ID: [redacted]Dell Inc.

Dear Revdex.com,Dell representative, [redacted], is attempting again to reach the customer by phone and email; however to date the customer has not been available.  We remain available to assist the customer but does not do price match but are willing to discuss the customers...

concerns.   Please have the customer contact the representative by email at [redacted]@Dell.comSincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

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.  Under Dell’s Terms of Sale, in order to obtain warranty support, it is necessary to contact Dell to report any covered technical issues in order for our representatives to perform remote diagnostics prior to dispatching service of any kind.  It is necessary for a customer to cooperate during this process so that service can be performed.  Dell records do not reflect that any covered issues with the customer’s computer have been reported or diagnosed.  Since the date of the original submission, Dell records indicate the customer was told he needed to call our representative or Dell technical support to report any technical issues within the warranty period.  Dell records do not reflect that any issues have been logged as reported.  Subsequently a Dell representative attempted to contact the customer to assist with his issues and, to date, the customer has not responded to the representative’s follow up contact attempts.  Should the customer still need assistance, we ask that he contact the representative at [redacted]@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:The above refurbished computer he mentions DOE NOT HAVE A HARD DRIVE. I sent it back. The next one he sent me DOES NOT HAVE THE SIDE KEY BOARD OR A DVD/CD MAKER this it what I bought the original computer for. I do the accounting for my business and I need to be able to burn CD;s. The one he sent me does not have these features.  Below is Dell's online list of problems I have had since purchasing their computer in less than a year.  Additionally this rep yelled at me and was very rude, he told me to go buy the computer I needed to suit my business on dell.com. This is what I did ORIGINALLY and it barely lasted 10 months. This is poor workmanship and poor customer service. I received an email from Dell saying that external components will not be considered. I purposely bought a computer with a side key board. Lastly I would like to point out that the computer they sent me sells for $540, I paid $900 for mine. Those extra components COST EXTRA.   12/30/2014Inspiron 15 - 7547In ProductionN/A13734771475219422100267102567612/23/2014BASE,NBK,INSP,BTX,7537Shipp...⇄ Video Disk Drive,Resource Dvd,OAK,HSW15/7DeliveredN/A1373477147311347859/19/2014Hard Drive,1T,S2,5.4,512E,M8BPShippedN/A1373477146940908676/10/2014Battery,Primary,65...⇄ 6 Core Processor,Lithium,Symmetric Multiprocessing,V2ShippedN/A1347286816362991130026710256765/29/2014Battery,Prima...⇄ 6 Core Processor,Lithium,Symmetric Multiprocessing,V2DeliveredN/A134728681629322781002671025676
Regards,
[redacted]

Dear Revdex.com,Our records indicate the Dell representative [redacted] followed up with the customer as an exception an onsite tech was dispatched to replace the hard drive.  This exception was done when the customers issue was software only which normally are required to have the customer troubleshoot to resolve by reinstalling the operating system.  The customer continued to refuse to work with our assigned tech which is required under the terms of the hardware warranty. The customer used a tone and verbiage that is not conducive with an appropriate conversation when seeking assistance.  Once the onsite tech arrived to replace the parts the customer denied the part replacement.  At this time the customer will need to troubleshoot to resolve the issue and no further exceptions will be made.  Dell will not provide a system replacement for software issues.   The customer declined the assistance based on our representative’s geographical location.  Should she reconsider and agree to troubleshoot, she may contact Dell’s technical support representatives at ###-###-####.  Alternatively, should she want assistance from the representative assigned to assist with her submission, we ask that she 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 has contacted [redacted] to achieve a resolution for his concerns. Our representative may be contacted via e-mail at [redacted].

Complaint: [redacted]I am rejecting this response because:  At the time of purchase the Dell sales representative ([redacted]) provided me a copy of the cart order confirmation which is attached for reference.  Take a close look at this, and you will find the premium two year warranty listed that is in question.  This is what was asked for and promised at the time the order was made. Dell is trying to play the game that this never happened and it is inexcusable.  I would like what I had paid for.  I even went one step further to prove my point and have provided the Dell chat log that was sent to me shortly after my conversation with dell and placing my order.  I will direct everyone's attention to the entries time stamped 09:16:46am, 09:17:12am; 09:17:23am; 09:21:09am; 09:22:38am; 09:23:04am; 09:23:20am.This is where I asked and was delivered the confirmation email (other attachment) of this premium two year warranty.  The statement that Dell is using is not accurate, this was requested and order at the time of sale.  Dell made a mistake and is not willing to acknowledge.  The evidence is clearly against them in this situation, and there were processing errors on there behalf.  I know because I called in multiple times to check status of shipment and was told that individuals working for Dell were trying to manipulate my order by reducing shipping costs (which happened), and more than likely also removed this.  Which why I am saying that someone at Dell is responsible for removing the warranty on my purchase.I would like to speak to someone from the Texas office (NOT INDIA).  There is a communication issue when you outsource work to a foreign country at that appears to have been the case in this situation.  This is a simple fix, but people in INDIA do not understand US LAW.  I was offered and paid for one thing, and then received something else, this is illegal.Regards,[redacted]

Dear Revdex.com,
Our records indicate the representative [redacted] reached back out to the customer to explain that while Dell was in the process of refunding the $120. A chargeback with the bank was filed by the customer this caused a credit to be processed at that time. The customer received a second credit for the $120 once the resolvers’ manual credit was processed. This caused the account to show a $120 balance due on the account. We ask that the customer follow up with the Dell representative [redacted] in regards to paying the balance due? Please have the customer contact the representative by emailing at [redacted].
Advanced Resolution Group
Incident
[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 satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Once again you are not looking at all the information or complaint.  In the box with the 9 that were credited there were 3 Series 34 black cartridges with no order number, received by Dell.  [redacted] has already said there would be a credit.  I do not know why you are treating a loyal and honest consumer of Dell.
Regards,
[redacted]