Dell Inc

Today’s Date: 01/30/2015Dear 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. 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 am being asked to "accept" or "reject", but Dell refuses to do anything.  I "reject" this because they have offered nothing to accept. I first reported this problem in August.  I have talked to 33 Dell representatives.  They have never offered to help or even bothered to listen. However, I have continued to work with Microsoft.  And that is where things get interesting.  Recently, with Microsoft's help, I have been able to determine the disks that Dell sent me to re-install were incorrect and caused the problem.   So let me recap what happened.1.  My laptap dies after 16 months (i.e. 4 months out of warranty).2.  I pay Dell to fix the laptop.3.  Dell ships the laptop back with a different problem.  Specifically, Dell replaced the Motherboard, but the laptop no longer boots.4.  Replacing the motherboard should not affect the software whatsoever.  Yet Dell sends a report back with the laptop indicating the OS needs to be re-installed.  Furthermore, they insist that I did not grant them permission to re-install it.  In fact, I was never contacted at all.5.  I call Dell over a dozen times to report the laptop will not boot and ask for their assistance.  I am systematically hung up on, transferred around and continually asked to pay for software service to fix the problem.  6.  With Microsoft's help (Microsoft has a free service to help to assist users with Windows Update issues), I was able determine that Dell sent me the wrong software drivers disk to re-install.  Specifically, three of the drivers on the disk are incompatible with my laptop and one of them is causing Windows update to crash upon booting.  The laptop is unusable because I was trying to install the software that Dell provided.  And I have technical proof of this.7.  Dell continues to do nothing.Bottom line: I sent in a broken laptop which Dell returned with a different problem.  Dell then tried to charge me again to fix aproblem they created.So, here is what I am going to do now.  I have opened a case with the Wisconsin Dept of Agriculture and Consumer Protection.  I am going to submit to them the technical detail which shows the Dell Drivers causing my laptop to crash, along with my detailed log of every time that I called Dell.  Hopefully they can combine this with other cases and pursue Dell for for predatory practices.  I am also going to submit this to every online technical forum, such as CNET, with the technical detail. As for the Revdex.com, I would like to stress how unhappy I am with Dell.  I have been a Dell customer for 15+ years.  I have personally purchased 17 computers from Dell in that time and recommended Dell to five of my family/friends that purchase a Dell computer on my advice.  And in return Dell has treated me shamefully.  I gave Dell one last opportunity by bringing this to the Revdex.com and they still refuse to offer any help.  Give them the lowest score possible.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.  I was not offered a $50 voucher for future purchases, though. So that is incorrect. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the wireless card is still freezing.  And the technican knew that before he left
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.  We regret any...

dissatisfaction the customer may have experienced and appreciate the feedback provided.  Dell representative confirmed the exchange has been processed and received.   If the customer has any further questions or concerns the representative can be reached at [redacted]@Dell.com.    SincerelyExecutive Support TeamIncident[redacted]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. As a onetime goodwill gesture, our representative offered the customer a USB hub. The customer accepted 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 may be contacted directly via email at [redacted].Sincerely, Executive Support TeamIncident ID: [redacted]Dell Inc.

Revdex.com:I no longer wish to deal with this vendor.   Regards, [redacted]

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 or replaced.  We regret any dissatisfaction the customer may have experienced and appreciate the...

feedback provided.  Dell records indicate the customer’s computer was purchased during 2009 with a one year warranty and that no covered issues were reported prior to the warranty expiration during October, 2010.  Since the date of the submission, a Dell representative contacted the customer to discuss their concerns.  Our representative told the customer’s husband, who stated he was aware of this issue, that Dell would be unable to assist with the requested support due to the age of the system.  We ask that the customer contact our representative at [redacted]@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:This is EXACTLY the same response they gave the LAST time I submitted a complaint to the Revdex.com. They have now responded with the same canned answer 3 times and then proceeded to DO nothing. In addition, the initial Revdex.com complaint I lodged against then came after 1 full year of calls to them directly complaining about the issue, them assuring me I had been taken off of all lists, saying it might take up to 90 days, etc. etc. and then materials STILL coming. The bottom line is this, I don't believe them anymore. I don't think they actually do anything to fix the issue. They do not follow through on any of their statements.
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.  Per the terms and conditions of the sale and the limited warranty, our...

representative respectfully denied the customer’s request for credit or a replacement system; however, our representative provided technical assistance and the problem is only present when running a third party program and no hardware issues can be produced. Our representative referred the customer to the third party vendor.  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, Executive Support TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:
We are almost resolved but I am still awaiting confirmation of at least one more process. My representative is aware and working on this last issue.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: its not fair to the consumers who purchased the products. I will join up on the lawsuit against them for this issue
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:As explained to the customer service representative - the WIFI works at sometimes and not at others.   The service provided is more than subpar an unacceptable.  They sold a lemon of a product and dont stand behind the customer service that they guarantee.  They are willing to provide service whenever they feel like not when needed.  That's not service and excatly why a refund was requested.  
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 spoken with the customer who has confirmed her technical issue has been fixed.  Should the customer have any other issues they 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.

Today’s Date: 01/06/2014Dear 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 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 he 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 by 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,  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] explained that data backup is solely the customer’s responsibility and Dell will have no liability for loss as outlined here: [redacted].  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.

Complaint: [redacted]
I am rejecting this response because:I have not yet received the refurbished device.  Additionally, I have not been offered any compensation for the monetary damages I have suffered.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
There has been no good-faith effort by the business or its agent to resolve the complaint.  
The business has made no effort to correct the fraudulent shipment of a used computer when I purchased a new one.  The representative who called was incredibly rude and unprofessional (I recorded the phone call) and repeatedly blamed me for the issues, insinuating that there was no actual technical problem with the machine.  The representative also falsely insisted that Dell Outlet does not sell new products.  I pointed out that this was incorrect and prompted the associate on how to find new products for sale within the Dell Outlet.  The representative repeatedly blamed me for "accepting" the used machine but I responded that I had initiated a chat session and attempted to contact technical support and order support by telephone with no success.
The bottom line is this:  I ordered a NEW laptop.  I was shipped a USED/REFURBISHED laptop that had problems when received and continues to have problems to this day.  I EXPECT that I will be compensated for this.  The laptop was undoubtedly returned to Dell by the original customer due to the reasons I'm now requesting warranty service.
I expect a replacement with a comparable new, never-used model (same or similar specifications) OR a $200 refund/credit for selling me a refurbished system when I purchased a new one AND warranty repair of the issues I am experiencing.
Regards,
[redacted]

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].