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 to keep the system...

as well as receive a system exchange or a refund. The customer was offered the option to retain his hard drive, for a fee.  The customer has stated he will not return the old system and has not responded to subsequent contact attempts. Our representative remains available and may be contacted directly via email at [redacted]@Dell.com. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience.  Sincerely, Advanced Resolution GroupIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because: Dell's offer to exchange the computers at this point is not a feasible option. After talking with them when the problem first occurred they repeatedly told me there was "nothing" they could do. So, we had to make do with the computers they originally sent us and switched computers out that were being used elsewhere in order to prepare for Easter Sunday here at church. Two weeks after I originally asked that they exchange the computers, they called to offer an exchange but it was too late as those computers had been installed with our software, etc. I want others to know that Dell is not customer oriented and to NOT trust the sales team to assist in purchases and instead consult with someone outside of Dell who is an IT expert (or purchase somewhere other than Dell). I have wasted way too much time on this matter but hope that others will be informed as to the poor service Dell provides so that they can avoid the same problems.
Regards,
[redacted]

Today’s Date: 12/05/2014Dear 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, Mrs. [redacted], to address the contents of their correspondence. The customer states...

various technical concerns with the Dell unit. At this time the agent has processed an exchange and the unit is in transit to the customer. As is Revdex.com policy a final response is being submitted today, however the agent will continue to work with the customer until the matter is addressed. 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 TeamIncident ID: [redacted]Dell Inc

Complaint: [redacted]I am rejecting this response because: The problem is when I go to  pull up information on the dell site about  Service tag # [redacted], when the log-in page  comes up it asks for my email address I have sent  pictures of the screens they wanted.  I have sent one with  the email address [redacted] and the password for that account which I have used with dell since I ordered my first dell computer.  She also asked me to  set up a new account with a different email address and sent a picture with that email address of [redacted] and pass and get the same error.  She registered the computer  from her end since I wasn't able to get to the screen   in question.  I still am unable to  open the dell page with either email address I  have tried.  With that being said I have asked which account was used to register this computer with no answer to that question and I can not  get on to my dell account they  supposedly set up for me when they registered this computer.  The least they could do is tell me  what email address they used  so I could change the password.  I did NOT ask her to register on my behalf and proved I have tried 2 different email address to  open an account and can't get passed the  log in screen to even try and set up an account with a third email address.  With this being said, I am not  going to be able o get  warrant parts if needed, which I am praying I wouldn't need to use this for the first year, so that dell warranty would expire and I could use the extended warranty I got when I purchased the computer.  But this warrant will not pick up any claim until dells 1 year warranty expires and that would be Febbruaryu 2016.  I have even sent the screen prints here  for you to see to prove that I have tried  in my power to  get to  the page  where it says computer is registered.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:
The representative
that contacted me [redacted] was just as rude as the Technical Support person I
talked to. He is still saying I should have backed up all my information before
I contacted them and they checked into the problems I was having with my
computer. Which no one has ever said to me whenever I called, not one of their
Support Persons have told me to back up my information before they take over my
computer and look into the problem that I was having. I have talked to Dell
Support quite a few times and have never been told to do this, so why would I
just do a backup when I wasn't told anything more than they were going to come
out and check my system? Since I wasn't told they were going to take out my
hard drive I had no way of for seeing that they wouldn't make sure that my
computer was back working before they left.
I thought
that Dell wanted to make sure that I was happy with my computer and satisfied
with Dell Support who I thought were there to make sure that my computer was
preforming correctly without issues. I paid for extended warranty to make sure
that my computer was going to last me till I purchased a new one.  Which after this I will not be buying a new
Dell Computer! I feel like I have wasted my money buying this computer and the
extended warranty since this time Dell Support has left me with having to PAY a
Technician to transfer all my files and install Microsoft Professional Office
again! I would like to know if Revdex.com helps getting Customer's in touch with the
Office for Small Claims in their state? Because that is what I will have to do
since Dell is not taking responsibility for their mistake!
The sad
thing is he said I should have been told what was going to happen, and I should
have be told that they were going to be putting in a new hard drive.  But he still then said it was my
responsibility to make sure everything on my computer was backed up!  Which isn’t all I would have had to do if I
knew they were going to take my hard drive out and put in a new one.  I would have had to transfer all my information
to an external hard drive because just backing it up wouldn’t be able to back
up my software that I had on the computer these program would have to be
transferred to an external hard drive where I could transfer in on to my new
hard drive.  I am very disappointed in
Dell and their Support Technician’s I thought Dell was a better Company than
this, I guess I was wrong.
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] contacted the customer regarding their concerns with the order they that he...

purchased.  The representative explained 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.   This error did not affect the pricing of your order, but we understand this may affect your purchase decision.  The representative offered a $50 credit to the original form of payment for this inconvenience or the option to return for full credit.  The customer declined both and demands a new system be sent which has been respectfully denied.We remain available to assist and ask that the customer contact the representative should they have any additional questions at [redacted]@Dell.comSincerelyAdvanced Resolution GroupIncident [redacted]Dell Inc.

Today’s Date: 12/12/2014Dear 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. At this time the agent is pending the television to arrive to Dell and is in transit. As per Revdex.com policy a 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

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 of the terms & conditions sale and price...

match. [redacted] As a gesture of goodwill and in the interest of customer satisfaction, our representative provided a full refund for order# [redacted] to the original form of payment. His request for any additional discount or credit 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.

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]

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 submitted an unsubscribe request to stop the unwanted mailer’s from being sent to the customer.  It may take a little time for this request to go through, but the customer should stop receiving the mailings.  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.

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]

Dear Better BusinessBureau,Our records indicate therepresentative [redacted] contacted the customer and confirmed the hardware isworking as designed. The issue is a software issue at this time the customerhas been offered a return offer is good until May 15th otherwise customer willneed to wait for the update to be released.  We request the customer contact the representative at[redacted] for any further assistance he may need regarding thismatter.SincerelyAdvanced Resolution GroupIncident[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 has been satisfactory to me thus far.
  Dell has been most responsive to the Revdex.com complaint. My last statement still had one of the disputed charges as unresolved, but I did have a voice mail from Dell that very day, saying that all of the charges had been refunded to my account and my account had been locked.   Since my account is blocked,  I cannot log on to check the account, therefore,  I am accepting the statement of the voicemail that all the charges have been removed.  If the third charge is not removed as promised, I will contact you again.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am still receiving spam e-mail from Dell at my personal e-mail account.  I opted out of marketing e-mail when I purchased my computer in February, and have made multiple attempts to be unsubscribed from the marketing list since then.  The only response I get from Dell is that it will take some time to remove me from the list, but I never actually get removed.Attached is a copy of spam I received from Dell just yesterday, over a month and a half after I started opting out of these messages.
Regards,
[redacted]

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customer.   Please have the customer contact the representative by emailing at [redacted]@Dell.com with any additional questions or concerns.Advanced Resolution GroupIncident[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,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. Per the out of warranty status of the system, our representative respectfully denied the...

customer’s request for a free repair; however, as a onetime goodwill gesture, out of warranty depot service was offered at a reduced rate and 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, Advanced Resolution GroupIncident ID: 30613273Dell 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. As a gesture of goodwill and in the interest of customer satisfaction, our representative issued...

partial credits. Our representative also verified that the credits have been posted to the original form of payment and 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.

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; however, the customer has not responded to multiple contact attempts. Our...

representative verified the orders have been returned and 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 her 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.

Today’s Date: 10/27/2014
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], to address the contents of their correspondence. The customer states they were promised 100 U.S. dollars in compensation for various technical issues which were resolved. At this time the agent investigated and did not find documentation for the promised compensation. The agent however did offer a 50 dollar credit or a two month warranty extension for their troubles. Both were declined by the customer. As this is Dell's final stance on the matter the case was closed by the agent. 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] should they reconsider the agents offer.
Sincerely,
Executive Support Team
Incident ID: [redacted]
Dell Inc