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]

Complaint: [redacted]I am rejecting this response because:1) I was contacted by [redacted] and she advised me to send the laptop to depot. On that, I confirmed once before sending the laptop to depot, the following:From: [redacted]Sent: Friday, March 27, 2015 9:02 AMTo: [redacted]Subject: RE: Your Incident # [redacted] - [redacted]  Hi [redacted],Before I send you the laptop for "repair", I thought I'd send you images of what I meant by black borders.Again, the laptop itself doesn't have any problem in software or performance, the problem here is the marketing of this laptop, the images for the product show full screen with no black borders. It is not mentioned anywhere that it will cut off the corners of the window.Please refer to the images attached.As you can see, even when the laptop is off, you can clearly see the black borders, or a "gap" between the inner edges of bezel and the LCD screen.This is something to do with how product was manufactured. I still believe it has nothing to do with your service department.It's just wrong product marketing.Please let me know how you would like me to proceed or if you'd need any more details.Thanks.[redacted]2) I got a response that I still should send the laptop for repair. I did, and before that I provided [redacted] with the images of my laptop (attached with suffix name 'pre_repair') as mentioned in 1) above.3) I get a response that the LCD kit has been replaced a day later. However, when I received it, the problem was still there - black borders as shown in 'pre-repair' images attached. On reporting this, I was told that it's this way only that the laptop is manufactured and Dell cannot help in this issue, since it is manufactured that way, which I already mentioned in an e-mail in 1) above before sending the laptop to Dell.Problem 1: Deceptive Product Marketing:Proof: Attached website reference images for the productDescription: The black borders are not shown on website, which significantly alters the aesthetic appearance of the laptop screen (see attached images).Link: [redacted]Problem 2: Bad work on service repairs, issue not resolved even after 'repair'Proof: Attached pictures of the laptop after it was repaired (You can also see the LCD panel wire sticking out)Description: As mentioned in 3) above, if the laptop was to have bordered screen by default, then the issue of borders (for what I complained for) was definitely not with the LCD screen, right? However, they replaced the screen and after inspection, what I found was shocking - degraded touch screen panel (maybe a refurbished or lower quality screen) and mainly - the borders are still there, which was the core issue! Even before understanding the issue (I already tried to explain them in 1) above that this might be a manufacturing thing and nothing to do with LCD panel), they performed surgery on the laptop and replaced LCD kit and sent me laptop with poor quality screen, a wire sticking out and a misaligned back (see attachment with prefix "post_repair") - and later said that the laptop is manufactured that way. Well, Dell is dealing with a customer here who knows atleast the basics of how a laptop works- again refer to 1), didn't I tell you this already?Because of the Problems 1 and 2 above, I still demand a replacement with a NEW piece of laptop and if Dell agrees for replacement, I agree not to go ahead with Consumer Protection - Small Claims Court. Problem 1 mentioned above - Deceptive Product Marketing is the core issue here with additional issues mentioned above.Thanks.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:Dell keeps claiming that the warranty was expired. This problem began long before the warranty expired.  It was a repeated problemwith the laptop.  The problem resurfaced yet again a month or so before the warranty expired and I notified Dell BEFORE the warranty expired. The Dellagreement was to replace the laptop since they would not be able to repair it.  And so, as a paid in full customer, I expect the warranty that I paidfor, be honored.   For a year I have repeatedly communicated with Dell about this matter. I simply wanted to know the full specifications of thereplacement laptop before I would accept it. But I was never given the information I needed to make that decision. History.... In addition to the many chat sessions I HAVE about the replacement laptop, I phoned and sent numerous emails to [redacted], [redacted] requesting the full specs for the replacement laptop.  I have repeatedly contacted Dell in some form fora year now.  But to no avail.  I was told that full specs cannot be provided because it would be refurbished.  I was then told that I couldnot receive full specs until the laptop is shipped out.  Although promised an additional warranty with the replacement laptop, I was later told that Iwould not be permitted a warranty.  So, you can see why I clearly need  specs.  Needless to say, I insisted on having specs.  Ireceived partial specs and when I requested additional information, my inquiries were ignored.  I was told that I would only have five minutes toblindly accept whatever they offered.  Mind you, when they presented this blind offer, they were not providing specs that I needed to  see. Because Dell tried to back out of my warranty contract during another laptop problem,  I had become leery and wanted to be sure that  Dell wastruly giving me a laptop that was at the least comparable and I needed it in writing. Toward that end, I wrote the corporate office March 2014, May 2014, June 2014.  Thereafter, and in the interim  of my letters to the corporateoffice, I phoned and emailed Dell. But to no avail, they still have not provided specs so that I can make a decision.   The true issue here;the laptop was under warranty; falls on death ears. As mentioned earlier, this is not the first time that Dell attempted to ignore my warranty.  My warranty provided me with in-home support.  Yet,Dell support representatives would insist that I had to send my laptop in when I had a problem.  They totally ignored my in-home support warranty. Or at least they tried to. When I refused to send in my laptop, they would reply that their supervisor said they could make an exception for me and letsomeone come to my home. How insulting.And so here I am again fighting ANOTHER warranty issue for a problem thatexisted during the warranty.Though the email response below says that [redacted] is available to be contacted, I don't believe that to be true.  On 9 March 2015 Iresponded to his email denying my warranty. I stated the obvious, and that is that the warranty was valid when the problem was reported and I have continuedto contact Dell regarding this problem repeatedly on a regular basis for more than a year.  I want my request, as stated in my complaint to the Revdex.com, tobe honored and some... by Dell Computers. I can best be reached via email.
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 issued a $50 coupon to the customer for the order mix up.  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.

Complaint: [redacted]
I am rejecting this response because: when I spoke to the Dell Representative, he informed me that the computer would be fixed. Upon agreement that the computer would be sent out to be fixed, the request was quickly declined the following day AFTER the representative looked into the system model that I have. I am dissatisfied and thoroughly angry that a Multi-Billion dollar company cant support a make/model that costed 3000$. I am a hard working student, and 3000$ was essentially thrown away after Dell declined to rectify this situation. If the make/model has reached its "end of life" as they had phrased it, why would a 250$ hardware warranty make a difference? Im sorry but to pay Dell more money in order to maintain a working, "up-to-date," system is beyond what a college student as myself has a budget for. Especially, since this computer had the same hardware issue twice under a 3 year span, there is a reason this make/model has reached its "end of life." Clearly Dell knew it has issues and so they are wiping their hands of all customers who didn't maintain a 250$ yearly payment towards an already expensive system. (thus I would have invested another 750$ into the computer, keep in mind.) I feel it is Dell's responsibility to pay for any maintenance/replacement parts to this computer in order to really say they back up their products 100%. Because from my standpoint, they only back up products that you continually pay money for. And if you don't have the money, then to them, you are S.O.L.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I guess I have to repeat myself once again since Dell is merely copy/pasting their previous responses - even though I have stated in my last reply that their responses are not addressing ALL the issues associated with this case. The refund is just one of the issues.I did not see a response from Dell related to covering the cost for the packaging/box that I will need to ship back to Dell the 2nd laptop that they sent to me in error in the first place. Dell has provided a shipping label only - but [redacted]e informed me I will be responsible to pay for the cost of the box/packaging. I am infuriated that Dell would think I need to pay anything related to shipping back this 2nd laptop that they sent to me in error in the first place. I have stated this to Dell multiple times and also in my last reply to this Revdex.com thread. The latest reply from Dell on this Revdex.com thread again fails to even address or acknowledge this 2nd laptop issue and just copy/pastes Dell's previous boilerplate response.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They are not willing to extend my warranty or offer a partial refund for making me wait 2 months for dragging their feet & me jumping through hoops to have them fix my bad computer. I am looking for them to either extend my warranty for 2 months or give me a refund for as I had no working computer for 2 months as they dragged their feet for fixing it. The meantime my son was doing schoolwork at a friends house, I paid for Netflix that we couldn't watch because of no working computer and I believe if you pay for something & it has a warranty they should fix it when it becomes broken. It was the Motherboard & hardrive they had to replace. Again I have spent countless hours on the phone, computer at work as trying to get it repaired they should compensate for this loss.
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 submission.  We regret any dissatisfaction the customer may have experienced and appreciate the feedback...

provided regarding this experience.Dell representative Senthil contacted the customer and authorized a system exchange.  The representative confirmed receipt and provided a return shipping label.   We remain available to assist and ask that the customer contact the representative [redacted]@Dell.com SincerelyAdvanced Resolution GroupIncident[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 her computer replaced.  We regret any dissatisfaction she may have experienced and appreciate the feedback provided....

 Since the date of the submission, a Dell representative has been in contact with the customer to provide assistance.  A subsequent service dispatch appears to have resolved the issue.  We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and 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.

Today’s Date: 11/05/2014
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] [redacted], to address the contents of their correspondence. At this...

time the agent has informed the customer the credit has been processed. 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 Team
Incident 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.  [redacted] has setup depot service to fix the customer’s issues and confirmed it is now working and the BSOD software issues have been resolved.  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 the opportunity to address the correspondence submitted by Ms. [redacted]. A Dell representative contacted the customer regarding the issues described in her correspondence. Depot service was provided and the customer reports all issues are resolved....

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.

Revdex.com:
I have been referred to another Dell service agent, [redacted] who is currently working towards obtaining a refund for the laptop and extended warranty purchase price. I am currently awaiting a document from Dell financial services detailing the payments and charges I have made for the 17R laptop. Providing we can reach an agreement with the financial details concerning this refund made by the Dell representative in reference to complaint ID [redacted], then I will find that this resolution is satisfactory to me.
Regards,
[redacted]

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 his correspondence; however, since the initial contact, the customer has not responded to multiple contact attempts. 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 TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:
They did not answer my concerns or stand by what they sold me.   They sell me something for 29.99, ship it, it never gets to me, then it's my fault (which it isn't) and I should pay them 49.99.  Worst business practice I've ever seen.
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 GroupIncident ID#[redacted]Dell Inc.

Today’s Date: 12/09/2014Dear 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

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....

 Our records indicate at the time of purchase, the customer opted for a one year warranty which has expired.  Out of fairness to Dell customers who purchase warranty extensions, Dell will not provide free warranty support.  Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, offered a discount to the out of warranty repair charges.  The customer declined the offer for discounted repairs.  Should the customer reconsider and want to accept the offer, we ask that she contact our representative within ten (10) days from this response at [redacted]@Dell.com for any further assistance she may need regarding this matter.
Sincerely,
Executive Support Team
Incident ID: [redacted]
Dell Inc.

Complaint: [redacted]
I am rejecting this response because: Even though Dell support installs the updated driver to try and correct the problem, as do I evrytime I have the problem. I am still having problems with the touch pad not working half of the time. They need to work on this problem and come out with a new input driver that fixes this problem if its affecting everyone's computer. If not, they have to figure out a solution that works for my computer, or replace the computer.
Regards,
[redacted]

A Dell representative is continuing to work with [redacted] to achieve an amicable resolution for his concerns. An onsite service has been completed. Please have him contact our representative directly by e-mail at [redacted] to confirm resolution.