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 respectfully denied the customer’s request for a refund...

and advised the customer that the retailer, where the system was purchased, will need to provide the refund. However, Dell remains available to offer technical assistance per the terms and conditions of the limited warranty. 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, Advanced Resolution GroupIncident 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. As a onetime goodwill gesture, a return for credit was dispatched and our...

records indicate the system has been received on March 10, 2015.  Credit may take up to thirty days to be applied to the original form of payment. 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.

Complaint: [redacted]I am rejecting this response because:
I have not come to an Agreement with Dell, Customer Support said they could not help me because it was past the time frame allowed so they referred me to “Advanced Resolution Group” and with all the written proof all she could come up with is that it was also past the time frame allowed for a refund which is what I understood their dept was for. I actually made the initial first call 1/16/2015 which is 2 days past the time frame per the Representative I spoke with last because he said they allow an extra 2 weeks for the Holidays. As I have stated before I realize it was late and that is an error on my part regarding the delay however, I had personal business that had to be handled so yes I was preoccupied. I have a daughter in her last year of college who lives away in [redacted], the apartment complex she was living at caught on fire and she lost all her belonging, everything nothing was salvageable not to mention she is a single mom of my 4 month old grandson. This was shortly after Christmas , she had no Renter's Insurance and so I was busy trying to help her get situated in a new apartment and trying to replace the essential items needed for her and my grandson. I am willing to forget about the tablet even though I still disagree with how they claim that the price was deducted from each item purchased however I do believe I am at the least owed the money for the Microsoft Office 365 which I ordered for my desktop and laptop, which was approx. $165. The Representative I spoke with [redacted] and I am not sure who [redacted] is which really makes no difference all they seem to do is pass me on from person to person stating it was escalated and yet they come up with nothing other than the exact same conclusion. As stated in my Chat Session # [redacted] which I also emailed them a copy again, on 11/30/2014 @ 11:34pm I stated “I added the support because it wouldn’t let me order the accidental damage without it and I included the office on my order. No I do like MacAfee.” This was the answer I gave the [redacted] after he asked if I wanted to add McAfee, enhanced support or MS office. Yet [redacted] stated I included McAfee which I clearly did not especially since it expired and I added AVG to my desktop which is what I intended to do in the first place, and she also stated that the [redacted] could not have changed my order I originally had in my cart in the first place, if that were true than why would he need to ask me the what I ordered which I also asked him in the chat session. If anyone of them would just actually read it completely it is clear as day what I ordered. Again how would my order be the exact same price I originally had in my cart before the free tablet and without the Microsoft Office? And that question is also in my chat session. I did not agree to anything as per the email attached on 2/24/2015 and am very disappointed in Dell to have such a good product with such bad customer care, support.
Regards,[redacted]

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].

Complaint: [redacted]
I am rejecting this response because: mr. [redacted] openly admitted when I asked him if he knew that this particular model had issues and he replied yes..then that it was only one batch..whatever...I am angry that they quite obviously put the same faulty parts in it when they "fixed it" ...if there is no fixing this model, then as I stated, man up and send me a comparable laptop with same os, ram, memory, EVEN IF IT IS A REFURBISHED ONE...and a warranty on that one...it angers me that I paid so much for this one an that at this moment, I will never get my moneys worth out of it..as I stated, I am a poor person, and a computer is necessary now days to apply for jobs etc...which I do on a regular basis..and the offer of 10% off on the purchase of a new dell...YOU HAVE GOT TO BE KIDDING ME RIGHT??? I WILL NEVER BUY ANOTHER ONE, EVER...AND I WILL NOT RECOMMEND THEM TO ANYONE I KNOW EITHER..it will NOT hurt dell's fat pocket book to make good on this....especially when they OUTSOURCE ALL THEIR CUSTOMER SERVICE AND TECH SUPPORT TO INDIA WHERE THEY PAY BEANS  FOR THAT LABOR...sickening is what it is...and whomever owns dell should be totally ashamed...I want this made right and I will not stop until it is ...
Regards,
[redacted]l

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 [redacted] contacted the customer explained that under the terms and conditions of the promo gift cards they cannot be redeemed for cash.  The representative apologized for the problems and offered to be the point of contact to assist.  We remain available to assist and ask that the customer contact the representative [redacted]@Dell.com SincerelyExecutive Support TeamIncident[redacted]Dell Inc.

Thank you for providing a copy of the customer’s submission.  Dell representative, [redacted], has been assigned to this case and has initiated contact with the customer by phone; in their attempt to work with the customer and bring this matter to a reasonable resolution.   We ask that the...

customer continue to work with [redacted].  The representative can be reached directly by email 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 refunded the double billing that was done on the customer’s account.  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: When I purchased the product, nothing was mentioned about gift card expiration. Secondly, I was told it will take 30 to 60 days for the gift card to process. I just found out that I was issued back in September and that it has already...

expired. This is total nonsense which I never expected from DELL. I just want them to reissue my credit and nothing more. I am not asking for any additional discounts and on top of that I was using the gift card to purchase more from DELL.
Regards,
[redacted]

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, Advanced Resolution Group Incident ID#[redacted] Dell Inc.

Today’s Date: 04/16/2015Dear 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. 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 .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 denied the customer’s request for a...

free repair; however, out of warranty, fee based service was offered. The customer declined.  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, Executive Support TeamIncident ID: [redacted]Dell Inc.

Today’s Date: 01/28/2015Dear 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...

various technical concerns with the unit. At this time the agent has verified with the customer the onsite service was performed and the unit is in working order. Dell regrets any inconvenience caused and we thank the customer for their time and patience during this process. The agent advised the customer they may also contact the representative at [redacted]@Dell.com should there be any further questions or concerns on the matter.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 attempted to contact the...

customer regarding their concerns.  We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback.  Our representative, 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.com.  Dell now moves to close this matter regarding Incident ID: [redacted].   Sincerely,   Advanced Resolution GroupIncident ID# [redacted]Dell Inc.

Today’s Date: 01/02/2014Dear 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 techncial concerns with a second unit. At this time the customer states he has been contacted by a Dell agent to address the matter. We ask the customer work with the assigned agent should they still have concerns to be addressed. This is Dell's final stance on the matter. 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] who is ready to assist.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; however, the customer has not responded to multiple 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.

Complaint: [redacted]
I am rejecting this response because:
The "hardware" which is covered under the warranty was fixed but in doing so they software (partitions) were knowingly corrupted. I will be seeking an insurance claim through my VISA card regarding receipt of defective goods instead.
Regards,
[redacted]

Dear Revdex.com,Our records indicate that Dell representative [redacted] has followed up several times with the customer with no response.  The customer continues to demand a replacement system for software issues Dell does not replace hardware for a software issue.  We will continue to support the customer under the warranty.   As Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific location.  All of Dell’s technical representatives, regardless of location, utilize the same tools and processes to resolve customer issues. 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 she may need regarding this matter.SincerelyExecutive Support TeamIncident[redacted]Dell Inc.

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

the customer purchased the one year Microsoft subscription on November 7, 2013.  Dell does not provide compensation for down time, lost time, or personal applications.  Since the date of the submission, a Dell representative contacted the customer to discuss her concerns.  The representative verified the computer is functioning as designed and told the customer Dell would not provide compensation for her down time or lost work.  For customer satisfaction reasons, the representative offered a $20.00 refund if the customer wanted to renew her Microsoft subscription but the customer declined.  We ask that she contact our representative at [redacted]@Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted]Dell Inc.

Today’s Date: 04/28/2015Dear 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 technical issues with their Dell unit and request a new replacement. The original unit was purchased in 2006. In 2010 Dell made an exception sending a new exchange system due to technical issues the customer reported. As was explained to the customer at the time, the warranty from the original system was transferred to the replacement system which expired in 2011. The agent advised the customer an exchange unit is not an option however the agent would check to see if parts were available to service it. Unfortunately, the parts are out off stock as this is an end of life unit. As such the agent offered the customer a 15% discount towards a new unit. The customer declined the offer and again requested a new unit exchange. The agent reiterated that the position that the unit is 4 years outside of the warranty period and such a request would not be possible. 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 the agents offer of a discount towards a new unit.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc