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] I would like to thank the Revdex.com for taking action in getting this complaint resolved in a very timely manner. I already receive the replacement computer, it arrived on yesterday 2/5/2015.Again my thanks and appreciation for your help.Regards,[redacted] another satisfy customer.

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 dispatched an exchange for the toner and the customer verified it...

has been received. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience. Our representative remains available and may be contacted directly via email at [redacted]@Dell.com.Sincerely, Executive Support TeamIncident ID: [redacted]Dell Inc.

Thank you for providing a copy of the customer’s submission.  A Dell representative will be assigned to this case and will contact the customer to address the contents of their complaint.

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by [redacted]. A Dell representative recently contacted [redacted] regarding his concerns. As a gesture of goodwill and in the interest of customer satisfaction, our representative issued a product return. Our representative will also follow-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 by e-mail at [redacted], in case [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 [redacted]. A Dell representative contacted the customer regarding the issues described in their correspondence. A replacement drive has been dispatched. We regret the dissatisfaction...

the customer may have experienced and appreciate the feedback provided regarding their Dell experience. Our representative remains available and may be contacted directly via email at [redacted]@Dell.com.Sincerely, Executive Support TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:
This company had forced me to wait in order to have my warranty fulfilled for nearly a month. It is my final week of University classes, I had attempted to get my warranty fulfilled before my final week of classes, but was unable to be serviced in a timely manner. Now, because of this delay caused by Dell I am forced to wait a week in order to fulfill my warranty because I am no longer in town and able to send in the laptop in question. If Dell had wanted this issue resolved in a timely matter they had every opportunity to do so when I filed the complaint last month. Beyond that, I have attempted to call Dell back and was told to wait for a call back. This call back did not occur until I was on a work shift. I think it is beyond ridiculous for Dell to claim I am not responding in a timely manner to their responses when they themselves could not be bothered to service me for weeks. They have greatly inconvenienced me, set back my work and class schedule, forced me to spend 8 hour periods on customer service calls multiple times...I believe for this reason Dell can handle waiting until I am back in town in order to ship this laptop to them. I had already told multiple representatives I needed to have my laptop sent in before December 7 for this very reason. 
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms. [redacted]. A Dell representative contacted Ms. [redacted] regarding the issues described in her correspondence. Onsite service was provided and Ms. [redacted] reports all hardware issues...

are resolved. Our representative provided technical assistance in reloading Office 2010; however, Ms. [redacted] is unable to provide the product key. Our representative explained, due to our license agreement, Microsoft will need to provide a replacement product key. We regret the dissatisfaction Ms. [redacted] may have experienced and appreciate the feedback provided regarding her Dell experience. Our representative remains available and may be contacted directly via email at [redacted]@Dell.com.  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. At this time Dell considers this issue closed.  Sincerely,  Executive Support Team Incident ID#[redacted]Dell Inc.

A Dell representative is continuing to work with [redacted] to achieve an amicable resolution for his concerns. His order is being delayed due to product availability issues. Our representative may be contacted directly by e-mail at [redacted].

Today’s Date: 03/18/2015Dear 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 price...

concerns with his order. At this time the agent has offered a 50 dollar refund should he wish to keep the unit or a full refund on the order should he wish to return it. The customer has declined the agents offer and has stated he will only accept a 200 dollar refund and keep the unit. 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 he reconsider the agents offer.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Today’s Date: 01/26/2015Dear Revdex.com,A Dell representative, [redacted] has been assigned to the case and has been in contact with [redacted] by phone to discuss her concerns. [redacted] was upset with software issues and program settings (font size) changing on her computer. [redacted] has offered to troubleshoot these issues, or replace the system with a refurbished exchange per warranty terms. [redacted] is now waiting on [redacted]’s decision. Our representative may be contacted directly via e-mail at [redacted], if there are additional 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 is satisfactory to me.
I want to add that this was an example of absolutely horrible customer service. This issue began September 30 and has taken more than 6 weeks for resolution. Obviously DELL does not care about its customers when a problem arises. I will still make small purchases from DELL such as toner cartridges. However, I have been told that Hewlett Packard has its customer service department located in the USA, as it should be, and that their service is impeccable. I have been with DELL PC's for a long, long time, but after this experience perhaps it is time to reconsider for future upgrades.
And yes, even Amazon takes better care of their customers.
I do want to thank the Revdex.com of Texas for their part in the communication with DELL regarding resolving this.
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] has exchanged the damaged TV and the customer has now received it.  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 follow-up submission.  Customer expressed dissatisfaction with communication and processing expectations for gift cards from Dell.  We regret any miscommunication which may have occurred and appreciate the feedback.  Since the date of the original submission, a Dell representative contacted the customer to provide clarification of the terms and use of the gift cards and told the customer he would be unable to use the gift cards to pay Dell Financial Services (DFS).  The customer indicated he contacted a DFS representative and, since the date of our last response, appears to have gotten assistance with financing his computer with the gift cards.  We ask that he contact our representative at [redacted]@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by [redacted]. A Dell representative recently contacted [redacted] regarding his concerns. After further review, our representative provided technical assistance and issued an onsite service. Our representative will also follow-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 by email at [redacted], in case [redacted] has any further concerns regarding this case.   Sincerely,Executive Support TeamIncident 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.  Dell does not provide exchange computers for software issues or potential future hardware failure.  Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues.  Our representative was unable to diagnose any hardware issues and provided assistance with the software issues reported by the customer.  Our representative has attempted multiple times to follow-up with the customer to verify that his issue was resolved.  To date, there has been no response by the customer to the follow-up contact attempts.  We ask that he contact our representative at [redacted]@Dell.com should there be any further questions regarding this matter.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 contacted the customer regarding the issues described in his correspondence. Our representative respectfully declined the customer’s request to...

purchase a warranty extension at the discounted rate offered at the time of system purchase, however, our representative, as a onetime goodwill gesture, offered a 10% discount on the purchase of a warranty extension. The customer declined. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience. Our representative remains available and may be contacted directly via email at [redacted]@Dell.com.Sincerely, Executive Support TeamIncident ID: [redacted]Dell Inc.

Dell representative, [redacted], is attempting to follow up with the customer by phone and email.  At this time we are waiting on the customer to respond to him.  Please have the customer contact the representative by email at [redacted]

Thank you for providing a copy of the customer’s correspondence. 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, Thank you for the opportunity to address the correspondence submitted by Ms. [redacted]. A Dell representative recently contacted Ms. [redacted] regarding her concerns. She informed our representative that the technical issues with her Dell system have...

finally been resolved. 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]@Dell.com, in case Ms. [redacted] has any further concerns regarding this case.   Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.