Dell Inc

Complaint: [redacted]
I am rejecting this response because:
1) The compensation I was offered was already of $112, was already supposed to be refunded to me. 2) No explanation of why the false advertisement even occurred in the first place, and no response from business to correct it.3) Lady who responded to this complaint was equally as bad interacting with customers as the other Dell personnel I have dealt with already.
Regards,
[redacted]

Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding receipt of unwanted marketing material. We appreciate your taking the time to bring this matter to our attention. I assure you we take matters like this very seriously and have initiated an investigation. Due to that investigation it was found that the personal email address had not been suppressed. Please understand that Dell must provide publishers with mailing lists weeks in advance, to allow time for printing and mail processing. As a result, it may take up to 45 days before an opt-out request becomes fully effective. Please accept our sincere apologies for any inconvenience this may have caused. You may contact me directly by email at [redacted]@Dell.com for any further assistance you may need in this matter. Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.

Today’s Date: 03/16/2015Dear 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. The customer states continued technical concerns with their Dell unit. The customer states the exchange unit is in working order, however has asked to extend the warranty as compensation. Unfortunately Dell does not provide compensation for time or data loss. Dell works within the parameters of the hardware warranty. We understand the customers frustration which is why an exchange unit was provided.   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 additional question or concerns in this matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Complaint: [redacted]
I am rejecting this response because:The website was acting up so I am emailing you my response. Dell did not install my hard drive after my pc was delivered back to me as they promised before I sent it off. They did not even send me my new ac adapter power cord. I had to have my pc repaired by another company and I have lose money as a result of not having my pc work for over a month. Additionally, I have to buy an ac adapter. I will not be paying Dell any funds. I paid for my repairs, services, and parts all of which they were supposed to handle and did not do so because they refused to send a tech and told me to place the hard drive back in,  even after I stated I didn't know how and I had paid the for the services. To deny me the services is a violation of the terms and conditions therefore I do not have to pay. Especially, with the lack of services and repairs costing me money. Seeing as I will not be sending them anymore money and they refused to do what they needed to and were the ones who broke our agreement we are done doing business and there is nothing more to discuss. I advise them to write it off because I will never ever be paying them one copper penny. Happy New Year!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The pricing did change.  By sending me a unit that did not include all parts as advertised and later confirmed, you overcharged me.  It also caused me to sell the tablet at a loss and I then had to reacquire it for an additional loss.  The SSD I placed in the unit had to be returned minus a restocking.  Another loss I incurred.Dell, via Twitter, told me days before my laptop shipped that this was a known error and that my order would not be affected, even after I made them aware of this specific problem.  Due to their lack of concern for my order, they doubled down on this mistake.  Dell has shown no willingness to make this situation correct despite their numerous errors.  They didn't even accept my request to build me the laptop as advertised even though they build computers for a living.  I told them I'd be open to an exchange for another model, yet they claimed this was impossible to do.  Dell can't do an exchange?Dell's $50 offer is a slap in the face and not even a good faith attempt to resolve this issue.  The $50 was to keep the defective laptop.I've wasted hours on this mistake of theirs.  From phones, calls, emails, twitter chats, trying to reacquire the tablet, having to return the SSD I purchased for this unit and losing money on a restocking fee, they have shown zero remorse.  See the attached twitter chat where Dell assured me, despite my warnings, that this was an isolated issue and my unit would be as described.    If Dell is offering me an additional $50 as compensation for their total mismanagement of this issue?The representative assigned to my case has no authority and has to check with somebody else what he can do.  That is also totally unacceptable.
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 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 explained that customers are limited to ten promo cards as outlined here: [redacted]s.  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 providing a copy of the customer’s submission.  Customer expressed dissatisfaction with Dell service and support and wants his computer replaced or a refund.  We regret any dissatisfaction he may have experienced and appreciate the feedback...

provided.  Dell records indicate the computer was purchased from a third party so a return to Dell for a refund would not be an option.  Since the date of the submission, a Dell representative contacted the customer to discuss his concerns.  The customer informed our representative that the third party vendor processed a refund.  We ask that the customer contact our representative at [redacted]@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Dell representative, [redacted] will continue to be the customers’ point of contact.  Due to the complex nature of this issue we are working on finding an amicable resolution.   We remain available to assist and ask that the customer contact the representative [redacted]@Dell.com

Dear Revdex.com,Unfortunately we do not have the ability to schedule a call back at the time the customer is requesting with our Sr Techs.  We request the customer contact our frontline support at Dell’s technical support 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 she may need regarding this matter.SincerelyExecutive Support TeamIncident[redacted]Dell Inc.

Today’s Date: 10/23/2014Dear 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] .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 submission.  We regret any dissatisfaction the customer may have experienced and appreciate the feedback...

provided regarding this experience.Dell representative Senthil contacted the customer stated she had spoken with the third party software support company and received her refund.   We remain available to assist and ask that the customer contact the representative [redacted]@Dell.com SincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

A Dell representative contacted [redacted] and is working with him to achieve an amicable resolution for his concerns. Our representative may be contacted directly via e-mail at [redacted]

Complaint: [redacted]
I am rejecting this response because: Dell Customer Service's suggested solution in getting me the product I ordered over a year and a half ago involves backing up my computer files, having my computer drive removed from my computer and having me take time off to have technicians come to my home. My suggested solution, as indicated below, has not received a direct answer.I have sent Mr. [redacted] (and also a copy to Mr. SV) from Dell the following email today...Greetings Mr. [redacted],Thank you for your efforts in trying to solve my problems with your company; however, I don’t find your suggested solution viable… As I have stated in my original complaints to Dell Customer Service, in an unanswered, registered letter to [redacted], Dell[redacted], Client Solutions, in my Revdex.com complaint and in my recent email to you, I have already spent hours in an effort to get the product I have paid Dell for but not received. I do not want to have to take more hours of my life backing up files and waiting for a repairman to make multiple visits to my home… I again direct you to what I think would be the easiest solution: I receive constant pop-up messages to download Windows by simply clicking on an onscreen button. Why can’t I use this button and have Dell pay for the download? I offer another solution: As my receipt and the Dell Customer Service people have confirmed in the past, I have paid for Windows but never received the product. Why can’t Dell refund me the money for the product I never received? I can then use my refund to pay for the Windows download? If you cannot give me an answer regarding these two possible solutions, I would ask you to forward my proposals to whoever has the power to address them directly. Thank you again for your efforts, [redacted](end of email)It is my hope that a Dell representative will respond directly to the two suggested solution in my email to them.
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.  [redacted] setup an onsite repair service and the customer’s palm rest has been replaced on the computer and the touchpad is now functioning.  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: It is false advertisement bait and switch 
Regards,
[redacted]

Thank you for providing a copy of the customer’s correspondence. A Dell representative is working with [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:Ms. [redacted], I have been[redacted]. We accept the brandnew laptop replacement with understanding per the conversation with Dell that they will back that product as well with manufacturing defects. That the product warranty will still apply to this product, with The new product having its own warranty like the previously purchased product. And if there are issues I can follow the same processes taken to resolve this. That Dell will issue a return kit for the laptop that isnt working correctly. 
Regards,[redacted]

Today’s Date: 11/18/2014Dear 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. At this time the customer...

has not responded to the agent attempts to resolve the matter. Dell regrets any inconvenience caused and we ask the customer to contact the representative at [redacted]@Dell.com should they still require assistance.Sincerely,Executive Support TeamIncident 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. Our representative requested more information from the customer. After multiple follow-up attempts, the customer responded that she has purchased the television elsewhere and requests no more contact from Dell. 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].
 
 
Sincerely,
 
Executive Support Team
Incident 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 the issue described in his correspondence. Our representative explained the terms of Dell’s limited hardware...

warranty and provided technical assistance. Please note that Mr. [redacted] considers this case resolved. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell experience. Our representative may be contacted at 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.