Dell Inc

Complaint: [redacted]
I am rejecting this response because: I purchased Office as an electronic download with the computer which was a lot cheaper (I believe it was a savings of around $80-$100) and was never informed that it would not come with anything that would enable it to be reloaded in the event of a crash until AFTER I received the computer and downloaded the software originally and found that there was no product key or software to allow it to be reloaded in the event of a crash. I have every single piece of paper that came with the computer and there is not one single piece of paper that has a product key on it. I know that there is nothing with the key on it and Dell software support knows that when it was electronically transmitted back 2 years ago there was no key with it since I had a major software issue in mid October and it was looking like the computer was going to have to be reloaded from boot and I told the tech at that time that I had received office as a electronic download and his words were "That is going to be a problem". 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

A Dell representative is working with [redacted] to achieve a resolution for their concerns. Our representative may be contacted via e-mail at [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 confirmed the customer has been refunded for her order.  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,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.

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. At this time...

the shipment has arrived in the customers hands and the matter 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 additional questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Dear Revdex.com,Thank you for providing a copy of the customer’s subsequent follow-up submission.  Customer reiterated dissatisfaction with Dell service and wants a free warranty extension or a refund.  As previously indicated, Dell’s Limited Hardware Warranty does not offer provisions for concessions based on difficulties a customer may experience with their computer.  As Dell’s stance in this matter remains unchanged, no further attempt will be 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.

A Dell representative contacted [redacted] and is working with him to achieve an amicable resolution for his concerns. Our representative may be contacted directly by e-mail at[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 verified the coupon has been processed and confirmed the receipt with the customer. No other issues were raised. 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].
 
 
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. Our representative verified with the customer, after service, the system...

is functioning without any issues. As the service provided, according to the terms and conditions of the Dell limited warranty, resolved the customer’s issues, our representative respectfully denied the customer’s request for a refund or a replacement system. We regret the dissatisfaction the customer 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, Thank you for the opportunity to address the correspondence submitted by Ms. [redacted]. A Dell representative recently contacted Ms. [redacted] regarding the issue(s) described in her correspondence. Our representative worked with our order verification team to...

resolve the matter. Please note that her Dell Monitor order# [redacted] was delivered on December 10th, 2014. 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 via e-mail at [redacted]@Dell.com, in case Ms. [redacted] has any further questions 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 satisfactory to me.
Regards, 
[redacted]

A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reached. We ask that the customer contact the representative at [redacted]@DELL.com for any further assistance they may need regarding this matter.

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 setup a return to depot dispatch to service the customer’s computer, but has not received any response from the customer for information pertaining to shipping the computer in for this 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.

Complaint: [redacted]
I am rejecting this response because: I requI requested to work with another individual in this matteras Mr. [redacted] was so rude and uncaring. Another individual did place a call to meand told me that he would work with me to retrieve the complaint information inmy file at Dell via web link (clearly Mr. [redacted] is in error that it’s notpossible to obtain this information). Mr. [redacted], since I said I was not havingproblems, refused to get on my computer to see what might have occurred so atthis point I have no idea why or if the system if performing as it should.Prior to this episode the problem was supposedly resolved too and we found itwas not. This second individual called me while I was on another callso I expect he’ll give me a ring this evening. The matter is not resolvedalthough the technical issues, not investigated by Mr. [redacted], appears to beresolved; I’d lie some assurances that it is resolved and the system isperforming as advertised.  We missed eachother last evening but I hope that he will return the call.  In addition he felt the behavior and lack ofcaring displayed by Mr. [redacted] was reprehensible and he would educate Mr. [redacted] regardingmy complaints and my concerns. As such, the matter is not resolved as I’mwithout the details of my interactions from Dell and a written explanationafter all my troubles why I am being refused a call in number where I can reachsomeone versus the 15 minute wait for a basic tech who runs me through the samealgorithm of activities for over an hour and doesn’t resolve the issue.
Regards,
[redacted]

Today’s Date: 03/02/2015Dear 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. The customer states...

the unit obtained physical damage without any incident on their part. At this time the damage to the units screen was determined to be physical damage not covered under the Dell warranty. The images reviewed by two internal review departments determined the customer would be responsible for the damages. The customer denies the findings and does not accept the charges. 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 sending the unit in for an out of warranty repair.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

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]. [redacted], to address the contents of their correspondence. The customer...

states they did not receive a $140 rebate or a free tablet at the point of sale. The customer is requesting either of these items. At this time the agent has referred the customer to the terms and conditions for eligibility for the rebate. The terms and conditions which is available at www.identit-e.com/dellpromo was forwarded to the customer. "Tablet must be purchased along with the qualifying PC to be eligible for the $149.99 rebate, PC and tablet must be purchased between 05/01/2014 and 10/02/2014." The customer did not purchase a tablet between 05/01/2014 and 10/02/2014 and unfortunately they would not be eligible for the rebate 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 with any additional questions.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Thank you for providing a copy of the customer’s correspondence. A Dell representative is working with Mr[redacted] to achieve a resolution for his concerns. Our representative may be contacted via e-mail at [redacted].

Today’s Date: 12/30/2014Dear 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 informed the customer their credit has been processed and the credit should appear on the next billing cycle. 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 have any other questions or concerns regarding the matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Complaint: [redacted]
I am rejecting this response because:I never received what I paid for, my monitor never functioned as advertised. It is a lemon with a design flaw.
Regards,
[redacted]