Dell Inc

Today’s Date: 12/17/2014Dear 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 an order...

was canceled without permission. At this time the agent has verified the customer has been refunded and explained the order was canceled because the order was not verified. Dell protects its customers by verfiying orders placed in order to prevent fraudulent charges. 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

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customer.  The representatives requested that the customer could not verify the information needed on the printer.  Due to the customer not being able to verify the information Dell is unable to assist her.  The representative can be reached by emailing [redacted]@Dell.com SincerelyAdvanced Resolution GroupIncident[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 directed the customer to the website to option out of calls...

and advised it could take up to six weeks to be completely removed from call lists. 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: 11/21/2014
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 their unit is experiencing issues and feels that it is a recall issues. The customer is requesting Dell service the unit free of charge. At this time the agent has advised the customer the unit is not under a recall and is over two years outside the warranty period. As a result Dell cannot service the unit as-in warranty. 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

Complaint: [redacted]I am rejecting this response because: This computer was purchased as a tool not a toy. I was on military orders and didn't return to begin using it until the end of the 21 day return window. I though that a new computer would last more than a week before not functioning. I have sent this computer back twice now and it still does not function properly. Like a person buying a new car to drive to work I needed this computer to attend school. If a person buys a car and it will not run and theare are forced to buy another car if the original one cannot be repaired with in an exceptable amount of time. Then they are entitled to a refund on the non working vehicle. I had to buy another computer after recieving two warnings about missed assignments that were jepordizing my GI BILL. If DELL were to have americans answere thei phones and call me instaed of foreigners who dont appreciate militart members or their service I'm sure they would issue me a refund. This is very similar to the DELL issue discussed in one of my management textbooks. DELL sold thousands of faulty computers to customers and would not issue a refund. Furthermore they blamed the customers. They fixed the non-functiong computers with the same faualty parts and instructed employees in the call center not to mention the leaking batteries. This is another example of DELL selling garbadge products to the public and staeling peoples cash. I GAVE A RESONABLE AMOUNT OF TIME FOR THIS COMPTER TO BE FIXED TWICE. I WOULD LIKE MY MONEY BACK NOW FOR I HAVE PURCHASED A COMPUTER THAT ACTUALLY FUNCTIONS SO THAT I COULD CONTINUE SCHOOL. Regards,[redacted]

Complaint: [redacted]
I spoke with a Dell representative (a different person called me, not the representative mentioned previously) and took my card information for a refund. I am now waiting for that refund to be processed and will update accordingly once it does. 
Regards,
[redacted]

Complaint: [redacted]
I actually would have accepted Dell’s response if not for [redacted]’s call today.In my compromise with [redacted], I listed the following modest demands“1) I would like someone other than Mr. [redacted] to handle the technical case from now on. [1a)] In particular, the new rep will be in charge of checking to ensure that the dispatch is free of errors before sending it to me. If you personally know a reputable rep, I'd appreciate it if you could help me reassign this case to him/her.2) Mr. [redacted] said this case ends after this dispatch, but I disagree. It should end only when I deem the dispatch free of fault. I hope you understand that my experience thus far has been marred with lies and deceit, and I would not like a dishonest rep to be able to easily weasel out of my case. Indeed immediately after his offer on the phone, Mr. [redacted] went back on his promise of ensuring the correct specs.3) When you find me a replacement rep, please let me know so I can forward him/her a list of problems that I would specifically like to be checked.“(I have added the demarcation 1a) not in the original text to clarify the discussion below)[redacted] came back to me saying she has already gotten someone else to check the laptop, and in particular [redacted] did not check it. I asked to contact the rep who she said checked the laptop so as to send him/her a list of problems to go through. But [redacted] adamantly refused, and thus my 3rd demand was not met. Nevertheless, I accepted her proposal to send me the replacement laptop.After receiving it I immediately noticed quite a few hardware malfunctioning. [redacted], as promised, arranged a tech call for me. But it turned out, the tech was no one other than [redacted] himself. Thus my 1st demand was not met.Nevertheless, I forgave [redacted] for his lies in the past, and hoped that he would only be honest from now on. But during the tech call today, [redacted] revealed that he indeed did check the laptop himself, which directly contradicted [redacted]’s words. Thus not even demand 1a was met. But more importantly, I have lost all faith in getting honest support from Dell. At this point I have no more energy to be angry, and certainly no more desire to find out who lied; all that’s left is deep disappointment.I have contacted the team lead, Mr. Collelo, yearning for the slim chance that I can finally talk to a sincere person on Dell’s end, to help me return this exchange system to Dell and return my warranty to my old laptop.I genuinely want to believe that when each of you return home every night, you are a different person, a life-loving, considerate person. But I can only hope that some day in the future, when your children rush to your embrace as you come home, “Mommy/Daddy, welcome home!!! how was work today?” you can answer with pride and without guilt, “Faaantastic! I helped so many people today!”
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 his computer replaced with a new computer.  We regret any dissatisfaction he may have experienced and appreciate the feedback...

provided.  Computers which exhibit issues subject to coverage under Dell’s Limited Hardware Warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms.  Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and provide assistance.  Subsequently, the customer was sent a refurbished replacement computer via exchange, per the terms of the warranty.  Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted].  Sincerely,Advanced Resolution GroupIncident ID: [redacted]Dell

Today’s Date: 12/29/2014Dear 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 an...

error in their gift card orders. At this time the agent has resolved the matter and has confirmed with the customer there are no other questions. 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 concenrs.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 the issue described in his correspondence. Please note that his Dell order was delayed due to product...

availability issues. Our records show that order# [redacted] was delivered on December 26th, 2014. 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.

Complaint: [redacted]
I am rejecting this response because:
first of all I sent an email correspondence on feb 26 regarding an issue to which [redacted] replied that it's not possible to work and within a week I called a Dell technician and he advised that the issue was due to a faulty motherboard. The same motherboard that was replaced before 90 days and during the replacement it came with a 90 day warranty. And when asked to find the call history,  I got a reply that they can't find any. I also spoke to [redacted] to repair the motherboard for free. I also told that I am fine if I don't get a refund or a replacement. 
Regards,
[redacted]

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. The customer states he...

did not receive five Dell gift cards for five televisions ordered. At this time the agent has advised the customer that Dell records show 10 other gift cards have been issued and the customer has exceeded the gift card limit. The agent continues to work with the customer however the as per Revdex.com policy a final response is being submitted. 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

Complaint: [redacted]

I am rejecting this response because: It is a bald-faced lie. The reason that I filed the complaint is because no one would offer me technical assistance. I did not "elect[] not to accept [the] offer of assistance." I am quite astonished that Dell would make this false statement.  I spoke to at least 5 different individuals and no one would help me because they could not locate the "service tag" on my printer in their own computer records. My printer was purchased directly from Dell and I can not help if Dell cannot locate the number in its system. The last communication I had from Mr. [redacted] was "Since you were not able to complete the verification of the printer, unfortunately we are not able to help you with the printer issue."  My service tag for my printer is [redacted]. He also told me: "I would also like to  inform you that  I represent Dell corporate office  and I will be the single point of contact". Therefore, he would not escalate my issue beyond himself. But the most important issue that Dell ignores is that this whole issue started because I bought a new Dell computer.  My printer was working just fine with my old Dell computer. I bought a new upgraded computer and just want to connect my old printer to my new computer. The service tag on my new computer can be located by Dell, i.e., [redacted], but for some reason Dell will not help me with the computer not connecting to the printer b/c of the service tag issue on the printer. I do not understand why Dell will not help me with my computer not connecting to my printer. And the only reason I tried to buy a new printer was because Dell would not help me with my old printer so I just gave up and figured I would get a new printer. But then Dell's website showed a price of 109.99 for the printer but when I went to check out the price went up to 134.99.  I then immediately questioned that with Dell and Dell claimed it was a promotional price that had expired which cannot be true b/c the price was 109.99 and then it changed 1 second later when I put it in my cart to purchase it.  See attached screen shot.  What a miserable experience and I hope you can help me.

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. Per the terms and conditions of the limited warranty, our representative...

offered the customer an exchange. The customer accepted and has confirmed the replacement system has been received and has no technical issues. 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.

Today’s Date: 05/01/2015Dear 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 they wish to have had added accidental damage added at the time of purchase. The agent advised the customer accidental damage cannot be added beyond 30 days of the invoice date. The partial refund of the warranty was offered as a gesture of goodwill. 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 or concerns in this matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Today’s Date: 01/16/2015Dear 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 technical...

concerns with their out of warranty tablet. At this time the agent has informed with the customer the tablet is out of warranty and free service would not be possible. The customer has request no further contact. 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 their be any other questions regarding the matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

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. The customer first order was denied authorization by PayPal.  When the second order was placed the monitor was no longer available.  At this time Dell considers this issue closed.  Sincerely,  Advanced Resolution GroupIncident 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 confirmed the customer has received their missing memory and the computer is now working fine.  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 Mr. [redacted]. A Dell representative contacted Mr. [redacted] regarding his concerns. Please note that as a gesture of goodwill, Dell Financial Services waived the late fee and submitted...

an update to the Credit Bureaus related to his Dell Financial Services account. The update can take 30-45 days to reflect on his credit report. We regret any dissatisfaction Mr. [redacted] 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 he has any further concerns in 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 [redacted]. A Dell representative recently contacted [redacted] regarding his concerns. After further review, our representative provided technical assistance and issued an onsite service. Our representative also followed-up with [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 by email at [redacted], in case [redacted] has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc.