Dell Inc

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. Our representative offered technical assistance; however, the customer has purchased additional memory and has declined assistance. 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].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, Alexander N Gorshteyn, 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

Complaint: [redacted]
I am rejecting this response because: I reported the problem to Dell on August 15.  I reported the problem to them several times in the month of August and Sept.  They continue to refuse to even listen to the fact that the laptop is still broken.  They continue to try to charge me more money, even though they did not perform the original service.  It is ridiculous.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Based on information contained on Dell's Forums and on their Facebook page and Twitter feed, hundreds (if not thousands) of Dell customers have been complaining to Dell for months about this exact same problem (Android 4.4, nicknamed "KitKat").  Dell's response has been to alternately claim the "update" will be coming from Google (the owner of Android, who has already publicly stated they will NOT be updating the defective operating system), to stating Dell will be putting it out "eventually," with a release date which constantly gets pushed back to some unknown date sometime in the future.  Given Dell's ever-changing story, along with their refusal to even acknowledge there is a problem with the operating system, the only conclusion I can draw is they have no intention of repairing the defective operating system, and is drawing this out until the warranty expires.In addition, Dell continues to sell tablets with this exact same operating system, an operating system which is well documented as being defective, thereby perpetrating a fraud on the public. 
[redacted]
Google has already moved on to Android 5.0 (nicknamed "Lollipop").  Dell's problem would be resolved if they would upgrade their customers to the newer operating system.  Dell refuses to do so.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Hi the product was returned but the money has not been returned to my account which was the original form of payment. I was told on November 19th that it would take 7-10 days and now at December 5th it is still not done. [redacted] confirmed that the return was processed but my money has yet to be refunded, after multiple check ups on the status.
Regards,
[redacted]

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, J[redacted], to address the contents of their correspondence. The customer states continued technical concerns. At this time the agent is processing an exchange for the customer. As is 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] with any questions or concerns..Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Dear Revdex.com,Our records indicate the representative [redacted] followed up with the customer in regards to his concerns. The representative confirmed the issues have been resolved and no further concerns.  We request the customer contact the representative at [redacted] for any further assistance she may need regarding this matter.SincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I received a second replacement computer on 11/18/14 which seems to be working satisfactorily. I appreciate the involvement of the Revdex.com as I had been working for two months to get this matter resolved on my own, and I had still not reached any resolution with Dell.  Within a week of filing a complaint with the Revdex.com, I finally received a new replacement computer.  It's a shame that Dell will not listen to their customers ... until Revdex.com gets involved.
I would never again purchase a Dell product because their customer service is not satisfactory.  It took filing a complaint with the Revdex.com to get a timely and satisfactory response.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the business did not fix it the correct way to last more than 4 months. They fixed it so that it would break again and then you are forced to buy a new tablet.
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. Our representative informed him that his Dell system limited hardware warranty expired on September 27th, 2014. Our representative also explained the terms and conditions of Dell’s limited hardware warranty which dictates that software issues are not covered under the warranty. As a onetime goodwill gesture, our representative offered technical assistance; however, Mr. [redacted] elected not to accept our offer of assistance. 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], in case Mr. [redacted] has any further concerns regarding this case. 
 
 
Sincerely,
Executive Support Team
Incident ID: [redacted]
Dell Inc.

Complaint: [redacted]
I am rejecting this response because:They clearly are focusing on the "overseas support" without addressing the language barrier, the rudeness, the inability of each representative to answer questions, and the insufficiency of the first tech to fix any of the problems.  Dell needs to address my very specific complaints and not provide boilerplate retorts.  This back and forth is not addressing my complaint.  I'm not invisible, and I will take this wherever it needs to go to come to light.
Regards,
[redacted]

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 has explained the Dell policy concerning Complete Care...

warranty and issued a credit for the extension purchased on March 11, 2014. Our records indicate the credit has been applied to the original form of payment. Our representative respectfully denied the customer’s request for a replacement system as the system has not had or been eligible for Complete Care since it expired April 6, 2012. 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 providing a copy of the customer’s submission.  Customer expressed dissatisfaction with Dell service and wants assistance with her Dell “My Account” access.  We regret any dissatisfaction she may have experienced and appreciate the feedback...

provided.  Since the date of the submission, a Dell representative contacted the customer to discuss her concerns.  The representative provided information regarding her current and past account as well as information for contacting the Dell “My Account” representatives directly should she need further assistance.  We ask that the customer contact our representative at [redacted] should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident 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 dispatched a system exchange and our records indicate...

it has been delivered. 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, 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 explained the customer was not invoiced for the ATI...

Graphics Card; however, as a onetime goodwill gesture a credit was applied to the order. The customer confirmed he received information concerning the My Dell Rewards via email and our representative dispatched onsite service and our records show it is complete. No further issues have been reported. 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.

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

concerns with a missing gift card. At this time the agent has addressed the customers concerns 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 should there be any other questions.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Thank you for providing a copy of the customers’ submission.  Dell representative, [redacted] is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaint. We remain available to assist.  Please have the customer...

contact the representative by email at [redacted]

Complaint: [redacted]
I am rejecting this response because: I have been in touch with the Dell representative again. I am still having problems with the computer, Dell has been great! They replaced the motherboard, the hard drive the touch pad and wifi card , and, speakers. It is essentially a new computer. But the touchpad isn't working properly again, and today I started to have another problem with the fan running all the time, and the Dell representative told me it's no use trouble shooting his computer anymore, she will just send me a new replacement. I got he email with the details and it looks good, its a 5749 a new model that replaces the 5748 with better specs, newer processor, it just came out january 2015 so I am hoping for better luck with it. Essentially the will have replaced the computer twice. I am happy with their efforts and when I receive the new computer at my home I will consider this complaint resolved, but until then I would like to keep it open. Thanks
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 representative dispatched onsite service and the customer reports the...

issues are resolved. 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.