Dell Inc

Complaint: [redacted]I am rejecting this response because:The Dell Rep doesn't' seem to understand that there is a difference between a dedicated (Missing AMD Radeon) and an integrated video card (Intel HD.)  All of the models come built in with an integrated video card on the motherboard.  The AMD card that was on the packing invoice actually is in additional to the integrated video card, if you open up the computer there is actually a missing slot for where this video card should be.  This is what I paid for that was not inside.  I was also never contacted that this component was missing, most average computer users wouldn't notice this and just use the integrated Intel card and not know that the AMD was missing.  This is why I consider this a bait and switch, Dell didn't provide the promised item inside of the computer, made no effort to contact people to tell them it wasn't in there.The response from Dell below doesn't show they understand this.  Also I already installed my own personal components into the computer so a full refund is not an option.  The only acceptable options are them sending me the dedicated video card missing and I would take the time to install in myself or them sending me the proper laptop with the card in it and I will take the time to move the components into the new one and return the old one.Email from Dell [redacted]Dell | Advanced Resolution Group Phone +1 [redacted], Extn: [redacted]:"I tried reaching you at ###-###-#### to discuss the issue and left a voicemail as you were unavailable. In regards to the order number [redacted] for a new Inspiron 15 7548, due to a system error we incorrectly advertised that your new Inspiron 15 7548 includes an AMD Radeon R7 M270 4GB DDR3 graphics card.  Instead, your new Inspiron 15 7548 includes an Intel HD Graphics 5500 graphics card. "Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:I was assured by Dell's salesman, [redacted], that Dell's were very reliable, and that by purchasing the additional insurance offered, that if there were ever a problem, that it would be repaired the next business day, even in [redacted].I ordered and paid for the computer with Chase United Mileage Plus Explorer 0512 card.It sounds certain that, as with all of the other failures, Dell will do nothing, so please mark this as unresolved and I will give up on them. They have proven what kind of company they are.
Regards,
[redacted]

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr. [redacted]. A Dell representative recently contacted Mr. [redacted] regarding his concerns. As a gesture of goodwill and in the interest of customer satisfaction, our representative processed a...

credit for order# [redacted]. Our records show that the credit has been posted to the original form of payment. Our representative also followed-up with Mr. [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 via e-mail at [redacted]@Dell.com, in case Mr. [redacted] has any further concerns regarding this case.  Sincerely,Executive Support TeamIncident ID: 30433201Dell 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.  We regret any dissatisfaction the customer may have experienced and appreciate the feedback...

provided regarding this experience.Dell representative, [redacted] did attempt to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaint. Our records do indicate that the refund has been completed and full credit applied back to the credit card.  We remain available to assist and ask that the customer contact the representative [redacted]@Dell.comSincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr. [redacted]. A Dell representative recently contacted Mr. [redacted] regarding his concerns. Our representative explained the terms and conditions of sale and limited hardware warranty. As a...

gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit and followed-up to confirm resolution. We regret any dissatisfaction Mr. [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience. We remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policies. 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.

Complaint: [redacted]
I am rejecting this response because:
The customer service rep stated they need the prior owners information because of fraud concerns. The only fraud being committed is the one by Dell, hiding behind made up policies taking advantage of a loophole to deny warranty repairs on brand new equipment.
[redacted]

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr. [redacted]. A Dell representative recently contacted Mr. [redacted] regarding his concerns. As a gesture of goodwill and in the interest of customer satisfaction, our representative issued an...

onsite service. Our records show that the onsite service was completed on March 5th, 2015. 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]@Dell.com, in case Mr. [redacted] has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc.

Today’s Date: 12/10/2014Dear 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. At this time the agent...

is pending the television to arrive to Dell. As per Revdex.com policy a final response is being submitted today. However, 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]@Dell.com .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. The resolution was finally resolved, however, dell representatives do not listen to customers. They only read what is put in the computer by their people even though not all the information is there or correct.  The first time I sent the tablet in it had the right charger cable.  However, when it was returned it was sent back with one that did not fit correctly or work.  So when I had to send it back I sent it with the one they sent me.  In their notes it stated I returned the the tablet with the wrong charger cable.  I dould not get anyone to correct this.  Even in the very end.  Please listen to your customers.   
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. A Dell representative [redacted] recently contacted the customer regarding this matter. The representative reviewed...

the details with the customer and explained about the hardware warranty and accidental coverage.  The representative further explained this type of damage is not covered under the hardware warranty but has requested pictures for review from the depot center.  The customer stated she did not want any further contact from Dell unless we agreed to cover the damage.The representative can be reached directly by email at [redacted]@Dell.comSincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr. [redacted]. A Dell representative recently contacted Mr. [redacted] regarding his concerns. Our representative informed him that his Dell system limited hardware warranty expired on October 14th,...

2014. However, as a onetime goodwill gesture and in the interest of customer satisfaction, our representative processed a Depot repair. Our representative also followed-up with Mr. [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 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: 02/25/2015Dear 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...

continued technical concerns. At this time the agent has provided troubleshooting assistance and resolved 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]@Dell.com with any other questions or 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.
Thank you kindly for your intervention.  This credit refund would not have been possible without you stepping as a third party to monitor other businesses faulty practices.To God be the glory for the great things He has done!
Regards,
[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 records indicate the credit has been 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, 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 Mr. [redacted] regarding the issues described in his correspondence. Our representative provided technical assistance to the customer. Mr. [redacted]...

reports all issues are resolved. 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, Advanced Resolution GroupIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:I was out of a working computer for over 2 months. They refused to fix it unless I paid them extra money as it was under warranty.They should have to refund me for the 2 + months that it was not working or extend the warranty.
Why should I the consumer have to be out when they were paid in full at the time of purchase?Every Rep I spoke to told me something different and transferred to another Dept.They are liable for this!!!
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.   Should he reconsider and agree to troubleshoot, he may contact Dell’s technical support representatives at ###-###-####.  Alternatively, should he want assistance from the representative assigned to assist with his submission, we ask that he contact the representative at [redacted] for any further assistance she may need regarding this matter.SincerelyExecutive Support TeamIncident[redacted]Dell Inc.

Revdex.com Complaint ID:    [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 been in contact with the customer regarding their concerns.  We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback.  [redacted] has issued onsite service which has repaired the customer’s issue.  Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.  Dell now moves to close this matter regarding Incident ID: [redacted]. 
 
Sincerely, 
 
Advanced Resolution Group
Incident ID# [redacted]
Dell

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. A return for credit has been processed and our records indicate the credit...

has been 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, Executive Support TeamIncident ID: [redacted]Dell Inc.

A Dell representative is continuing to work with [redacted] to achieve an amicable resolution for her concerns. Our representative may be contacted directly by e-mail at [redacted].