Dell Inc

Dear Revdex.com, Thank you for the...

opportunity to address the correspondence submitted by [redacted]. A Dell representative has made multiple attempts to contact the customer regarding the issues described in his correspondence; however, the customer has not responded. Our representative remains available and may be contacted directly via email at [redacted]. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience. 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 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.  Unfortunately the customer’s system is outside of the Dell return period, but [redacted] has submitted a credit for the tax on the purchase that should appear 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,   Advanced Resolution GroupIncident ID# [redacted]Dell Inc.

Dear Revdex.com,Dell representative Suneel has followed up with the customer and authorized for a new exchange system to be sent.  The representative will provide tracking information once available.  We ask that she contact the representative at [redacted]@Dell.com for any further assistance she may need regarding this matter.SincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:I ordered an advertised system.  The package came with a free tablet.  The tablet was received 2 days after order.  The laptop was received weeks after the order.I saw reports of the laptops not being as advertised.  I contacted dell via electronic communication to make them aware of this issue of missing graphics cards.  After confirming my order, DELL told me it was a known issue affecting an isolated number of orders (at this point my order was not shipped).  After they "researched" and confirmed my unit would be as ordered, I sold the tablet.Once the system arrived, it was missing the part I ordered and then re confirmed it would have.After hours of tracking down the tablet buyer, I had to pay $50 to get it back.  Dell told me I had to return both units to receive credit.Thus, the net outcome, Dell refused to build the system I ordered and would only refund the complete systemw ith tablet and thus I am now out $50 for DELL's multiple errors.I asked for them to exchange it for the correct system, the refused.I asked them to credit me the $50 for my troubles, Dell refused.Their only offer was 10% off a future purchase.  This is unacceptable, and after they way in which I've been treated, it's quite unlikely I'll ever buy another system, so again, the net outcome is hours wasted on an order that was not as described and losing $50 due to Dell's numerous errors.I request Dell make me whole or exchange the purchase for an acceptable unit.The person who contacted me, Sam, also had no power to do anything.  He had to check with somebody else, and that took 2 days.  I wish to talk to somebody who has authority to actually make this situation right and make me whole after their number errors and false promises.  
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr. [redacted]. A Dell representative contacted the customer regarding the issues described in his correspondence. Our representative explained the terms and conditions of the price match...

and price guarantee programs. The customer disconnected the call and has not responded to subsequent contact attempts. [redacted]Our representative may be contacted directly via email at [redacted]@Dell.com. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience.  Sincerely, Advanced Resolution GroupIncident ID: [redacted]Dell Inc.

Today’s Date: 11/19/2014Dear 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. At this time the agent has been...

unable to reach the customer nor has the customer responded to the agents attempts at contact. Dell regrets any inconvenience caused and we thank ask the customer to contact the representative at [redacted]@Dell.com should they still require assistance.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Complaint: [redacted]
I am rejecting this response because: I appreciate that I received a refund, but that is not why I filed the complaint, not was it what I requested.  I had two things that I requested.1.  An apology that I did receive.2.  I requested that they either a.  ship me the correct laptop.  b. Ship me a laptop with a configuration very similar to what I had ordered previously or c.  A 30% off coupon to repurchase that laptop I wanted, because when I placed the original order there was a 30% off coupon code available on the [redacted] coupon section of their site.  I asked about the second portion of my request and was told that when I placed the order, the laptop configuration that I ordered was unavailable, so the order was replaced with what Dell felt was a good substitute.  Unfortunately, it was not a good substitute, but was a downgrade.  I then asked if they could send me the correct laptop, and I was told that the laptop I want is unavailable.  I then asked about a comparable model and was told that I would have to replace an order, with the same department that was rude to me previously.  I then asked if I could have the 30% off I received when I bought the computer in the first place.  I was then told that she would only offer me a 10% off coupon, then she went right into recalling my laptop and issuing me a refund, completely disregarding any of my very reasonable requests.  So in a nutshell, Dell did apologize, but admitted that they bait and switched me, then told me that the model I wanted was not available, (even though it has been available for about two weeks on their website), told me they would not provide me with one that had  a comparable configuration, then did not honor the 30% off coupon I used to purchase the laptop or reissue me one.  Dell obviously does not care and just wanted to get rid of me.  Well they have.  For good.  AND all of my friends family and anyone else who ever mentions that they are interested in buying a computer in the near future.  I will be sure to let them know about what happened with me.
Regards,
[redacted]

Today’s Date: 11/04/2014
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. The customer states various concerns with their Dell system. At this time the agent is processing an exchange unit. However, as is required by the Revdex.com a final resolution is being submitted. 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 other questions or concerns.
Sincerely,
Executive Support Team
Incident ID: [redacted]
Dell Inc

Complaint: [redacted]
I am rejecting this response because: According to the customer service reps, I have bought a used computer from other person,and did not provide service for me. I have wait for 2 hours and transfer from one rep to another several times. then cut off, that I have to start all over again. They provided me the same answer, this is not register in my name, and I just bought a used computer or I bought it not direct from dell. So, I have to stop my newsletter publication till now and still not able to do it.  The rep told me more than twice this is an used computer and told me I did not bought it from Dell, and also somone's name is in there. Who should I believe? and I lost all the time in waiting for the customer service, plus I can't do my work till now. who will cover all these lost? I just ask them to give me an exchange and load with my current software, because I don't know how to load it. I pay almost 900 for people in Taiwan to load them for me. If they have a ready copy, just load for me. That's all I request, and I can go back to work. Thanks!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the company has not provided a reasonable offer to resolve the complaint. The item that was ordered was time sensitive, and since Dell could not complete the order, I had to purchase it elsewhere for a higher price. I attempted to use a promotional gift card that expires at the end of this month for a portion of the item's price. The gift card was returned and my money was refunded, but I have no use for the gift card now, and it will expire shortly.Dell refused to provide a refund for the gift card, and they did not offer any additional alternatives. They advised that I should purchase another item, but I have no current need to purchase any thing from Dell, so my gift card will expire, and I will be out a $25.00 gift card, due to Dell's inability/unwillingness to provide adequate customer service.I also had an even worse experience with Dell's customer support departments. I spent at least 2 hours on the phone speaking with multiple departments and being putting on hold for a good portion of the time. The reps did not follow through with my requests to speak with supervisors, after I had been put on hold multiple times. The phone connections were very poor, and the reps were difficult to understand. I eventually reached a representative who advised I could only speak with her, and that she would not transfer me to a supervisor, though she did not provide any reasonable alternatives to resolve the situation.
Regards,
[redacted]

Today’s Date: 11/25/2014Dear 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

Complaint: [redacted]
I am rejecting this response because:
Regards,Dell rep would not let me talk and would interrupt me constantly.  He would not allow me to explain my case and was just repeating the same line over and over again.Also if you read there policy on the website regarding price match, it does not match what they say on the phone.   At this point, I rather leave this case as unresolved for others to see - I do not want the refund anymore.
[redacted]

Complaint: [redacted]
I am rejecting this response because:  While yes, my account has been credited with the pruchase price of the item that I never received, however I am not happy with the way they handles their business obligations.1: The company did nothing to help me with the issue I was having til I actually filed a complaint with the Revdex.com!2: As in the companies response to the Revdex.com they stated that a [redacted] had been in contact with me, when he had never actually been in contact with me unless you call email and voice messages contact.3: When I tried to call [redacted] at the phone number he included in his email - Phone +1 800 EXTN ; [redacted] - the automated phone system didn't even  recognize that EXTN. (this seems to me like a lie or at the very least misinformation, So I was not able to get a hold of [redacted] and the persons that I did speak to had no clue as to this person or the EXTN number.  After about 15 minutes I was about to talk to someone in a different department and voice my concerns about the horrible service I've received dealing with Dell.  I Also stated again that because of this incident, even though I had been looking to purchase 2 dell laptops (before this issues), I have since changed my mine and will purchase another brand of laptops.4: The companies agents show no compassion or empathy to the customers issues.5: My main concern is that Dell needs to take a long hard look at how they treat their customers and improve their method of customer service and support, and maybe even providing some sort of compensation for customers who, like myself, have had such a dissatisfactory experience.
Regards,
[redacted]

Dear Revdex.com,Thank you for providing a copy of the customer’s submission.  Customer expressed dissatisfaction with Dell service and support and wants her computer repaired.  We regret any dissatisfaction she may have experienced and appreciate the feedback provided....

 Since the date of the submission, a Dell representative contacted the customer to discuss her concerns.  It appears the issues started after an operating system upgrade and the customer was provided updated drivers which appear to have resolved the software issues.  Subsequently, our representative attempted multiple times to contact the customer to confirm the issues have been resolved.  To date, there has been no response to the follow-up contact attempts.  Should the customer still need assistance, we ask that she contact our representative at [redacted]@Dell.com for any further assistance she may need regarding this matter.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 additional concessions due to compatibility issues with applications after updating his operating system software on a Dell tablet purchased in 2013.  We regret any dissatisfaction he may have experienced and appreciate the feedback provided.  Dell cannot warrant that the operation of any Dell product will be uninterrupted or error-free, specifically as it interacts with third party software and applications such as those described by the customer.  Further, Dell cannot guarantee future compatibility with technology not yet developed at the time a computer is purchased.  Since the date of the original submission, Dell representatives made a best effort attempt to assist the customer with his out of warranty issue, however all options have been exhausted at this time and the customer was provided a concession for his dissatisfaction.  Dell will not be offering any additional concessions and no further attempt has been made to reach the customer regarding this case.  Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response. 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.  A Dell representative [redacted] recently contacted the customer regarding this matter. The representative reviewed the details with the customer and we regret any...

dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience.   Dell representative, [redacted], offered a $100 coupon as a goodwill gesture but respectfully denied the customer request for additional cash credit.  The representative explained that the customer has already received a cash credit so no further discounts will be provided.  The customer mentioned a scratch on the bottom of the case so part has been shipped to replace.  Should the customer need any further assistances in regards to this matter he may contact the representative assigned to the case.    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.

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. The customer states...

continued technical concerns with their unit. At this time the agent is working with the customer towards an exchange. However, as is per Revdex.com policy, a final response is being submitted today. 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]@Dell.com with any questions or concerns.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 - while painfully long in coming, and reached only after multiple HOURS my time to make it happen - achieved. I certainly would not use the word "satisfactory" to describe what was a miserable support experience. I've purchased over 10 computers from Dell over the last 16 years - some expensive (gaming computers for myself) and some less so (gifts for family and friends). After this last incident with Dell overseas tech support (lack of empowerment for their agents the lies they tell and the excuses their [redacted]s make) and the apathetic ([redacted]s "it is what it is" response to my concerns!) and punitive (I complained and they outright cancelled my work order and forced me to wait days for replacement parts for something THEY broke) response from their escalations team, I believe I may finally be done dealing with this company. I've had other issues in the past, but Dell has always recovered well. Not this time. The problem is fixed, but the damage is done. Make no mistake about is - I will tell everyone I know about how this went down: how your tech broke my system, how your support failed to get a timely repair scheduled, how your escalations team member had zero sense of urgency in cleaning up such a huge mess.   I AM, however, grateful for the Revdex.com - without whom I would undoubtedly still be waiting for Dell to make this right. 
Regards, 
[redacted]

Today’s Date: 01/07/2014Dear 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 order...

concerns. At this time the customer has informed the agent they are not available until later this month. Dell regrets any inconvenience caused and we thank the customer for their time and patience during this process. We ask that the customer contact the representative at [redacted]@Dell.com when they become available.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Dell representative [redacted] has contacted the customer and he is currently working with him to find a reasonable resolution.  The representative can be reached directly by email at [redacted]