Dell Inc

Dell representative, [redacted] is attempting to reach the customer by phone and email; to confirm resolution but the customer has not responded to the representative. Please have the customer contact the representative by email at [redacted]@Dell.com

Dell representative, [redacted], followed up with the customer and authorized a USB key to be sent to reload the operating system.   Please have the customer contact the representative by email at [redacted] to assist in resolving the issue.

Complaint: [redacted]I am rejecting this response because:Regards,[redacted] This is not what was promised to me.  Additionally, Dell has not addressed the monies I was forced to spend ($200) to get Best Buy to install my hard drive.  Their technician did not, even though they (Mr. Deepak and Mr. Mohamed), admit that I have onsite maintenance.They continue to operate in a very dishonest manner.?

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 a recent computer purchase.  We regret any miscommunication which may have occurred and appreciate the feedback.  Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, offered to process a refund for $50.00 or initiate a Return Authorization for a full refund.  The customer declined these offers.  Dell will not be offering any additional concessions and no further attempt has been made to reach the customer regarding this case.  Should he reconsider and want to accept either of the representative’s offers, we ask that he contact our representative within ten days from this response at [redacted] for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:The PC they have sent was a refurb PC it is in good working condition and I feel good about the replacement.  However, I asked Dell to extended  warranty to cover the new PC incase something goes wrong with this.  I think the important thing Dell is missing is a support was issue.  I paid for a 2 year next day support I was without a  working PC for almost 30 days. I'm concerned that the replacement will have an issue and would like to see Dell stand behind it.
Regards,
[redacted]

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.
Dell provided me with a new DVD burner to replace the incorrect item and I can only hope will make an effort to resolve these basic faults in there customer service policies.
Thank you for the service you provide also as had I not taken this route I feel my voice would not have been heard. 
Regards,
[redacted]

Revdex.com:
I am not happy with this resolution but feel I have no other option. They no longer offer the product so can not do an exchange. There is a software download issue so returning the product and purchasing from another vendor is not a viable option either.
Regards,
[redacted]

Dell representative [redacted] from our Round Rock corporate office remains the customer point of contact.  At this time we are waiting for the customer to return one of the systems back to Dell so that we can authorize another replacement.  [redacted] has issued a return label and is requesting the customer update him.  Please have the customer contact the agent by email [redacted].

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr. [redacted]. [redacted]. A Dell representative recently contacted Mr. [redacted] regarding his concerns. Please note that his order was canceled due to product availability issues. Our representative...

worked with our order verification team to resolve the matter. Our records show that his order# [redacted] was delivered on February 3rd, 2015. Our representative also followed-up with Ms. [redacted] to confirm resolution. His request for compensation was respectfully denied. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our representative may be contacted 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.

Today’s Date: 12/19/2014Dear 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. The customer states...

various technical concerns with the unit. At this time the agent has processed an exchange unit for the customer. The unit has arrived in the customers hands and the agent confirmed all is in order. 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 other questions or concerns.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.
A Dell representative [redacted] recently contacted the customer regarding this matter.  We regret...

any dissatisfaction the customer may have experienced and appreciate the feedback provided.  The customer has confirmed receipt of the disc that he needed.  The calls the customer recently received from Dell were courtesy call to make sure the issue he contacted Dell about was resolved and no further assistance was needed.  
We request the customer follow up with the representative if she has any further questions by emailing the representative at [redacted].   
Sincerely
Executive Support Team
Incident
[redacted]
Dell Inc.

Complaint: [redacted]
I am rejecting this response because:
As you can see Dell has no plans to work with it's customers please consider this when determining their score theres no reason for this when theres a clear fault in their product. 
Regards,
[redacted]

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

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

Today’s Date: 12/19/2014Dear 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. The customer states continued techncial concerns. At this time the agent has processed the customers refund and is pending confirmation on the customers end. As is Revdex.com policy a response is being provided today to the customers initial rejection. 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 questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Dear Revdex.com, Our records indicate the representative authorized an onsite tech to replace the touchpad.   The representative followed up to confirm issue is resolved and the warranty has been updated.   We ask that the contact the representative at [redacted]@Dell.com for any further assistance she may need regarding this matter. Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.

Dear Revdex.com,Our records indicate the representative has attempted to follow up with the customer several times with no response.   The customer will need to discuss the request with the representative assigned to the case in order to determine if Dell will agree to reimburse for cost of shipping the system to her address.  Dell respectfully denies the customer request for reimbursement for her driving time.     We ask that the customer contact the representative at [redacted]@Dell.com for any further assistance she may need regarding this matter.SincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

Dear Revdex.com,Dell representative [redacted] followed up with the customer and authorized for onsite service to be done.  The representative will follow up once onsite is completed to confirm system is working as designed. Please have the customer contact the representative by emailing at [redacted]@Dell.com with any additional questions or concerns.SincerelyAdvanced Resolution GroupIncident [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.  [redacted] has processed a credit to the customer’s account for the shipping inconvenience that should appear on their next billing cycle.  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,Thank you for providing a copy of the customer’s follow-up submission.  Customer expressed dissatisfaction with communication and processing expectations for Dell’s price matching policies.  We regret any miscommunication which may have occurred and appreciate the feedback.  Since the date of the submission, Dell records indicate our representative provided clarification of the guidelines of Dell’s price matching policies and told the customer we would be unable to match the price that he requested.  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.