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 noted the customer has been refunded his $50, the same amount all other customer’s affected by this issue have received.  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.

Today’s Date: 12/19/2014Dear 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 damage to the system monitor. States it is not accidental damage. At this time the customer requested refund has been processed. Dell's stance on the matter as it pertains to the damaged monitor remains the same. The customer may send the unit for service, however should the service agent find accidental damage a charge will be associated with the repair. 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

Today’s Date: 10/22/2014
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. 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 Team
Incident 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.
Thankyou very much for the assistance.
Regards,
[redacted]

Dear Revdex.com,Thank you for providing a copy of the customer’s follow-up submission.  Customer expressed dissatisfaction with Dell’s response.  We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided.  Since the date of the original submission, our records indicate an exchange is being processed and a replacement computer has been sent to the customer.  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:
Regards,
[redacted]
I crafted a very long well though out response extolling the virtues of Dell support, and explaining why this response is inadequate, but when I hit submit it failed and deleted over an hours of work writing it, and stupidly I didn't cut and paste and back up my writing in another program before hitting submit. So here is  the short answer.My touchpad still fails to function properly 50% of the time forcing me to reboot the computer to return it to a functioning state. I have come to the conclusion replacing the computer is the only solution, and maybe that won't be the solution either. See reviews from Dell website attached.

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].

Dell records do not agree with the customer’s description of the current status of his computer which appears to have a software issue.  Dell does not send exchange computers to resolve software issues.  A Dell representative remains engaged with the customer to address these issues and assist per the terms and conditions of Dell’s Limited Hardware Warranty however a final resolution has yet to be reached. We ask that the customer contact our representative at [redacted]@Dell.com for any further assistance he may need regarding this matter.

Complaint: [redacted]
I am rejecting this response because:I have a Dell Inspiron Computer. For the 2nd time since I purchased it, I have had to contact the Revdex.com about service issues. My computer has tried to install updates for over 2 weeks, without success. I also have had ongoing problems with the computer going to my Screen Saver. Today I contacted, yet again, Tech. Support after almost 3 hours, the issues were not resolved. When I requested to speak to a supervisor, the 1st time, it was denied. During my 3rd call, I was finally connected to a supervisor The Supervisor said that they would resolve the issue but 1. I would have to spend time, again, with a Tech. taking over my computer. 2. I could send the Computer to them for their techs. to care for it. Both these are NOT acceptable. 1st I should not have to spend numerous more hours again. 2nd there is NO reason that I should be without a computer. This is true, especially since I have paid for a service plan that includes them coming to my home to fix the problems!The job needs to be completed by a Technician in my home. Included in this would be an explanation of why this has occurred. I request an apology for the inferior service I have, once again, received. Lastly, I want to speak to an American, concerning how to get my computer problems fixed in a timely manner.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The ITEM WAS PART OF AN ORDER CONTAINING SEVERAL ITEMS FROM DELL. WE CHARGED THIS TO OUR DELL CHARGE ACCOUNT. I REQUESTED A REFUND "CHECK" . tHEY INITIALLY SIAD OK, THEN JUST REFUNDED IT TO THE CHARGE ACCOUNT. THEY WERE AWARE THAT I HAD A JOB THAT DEPENDED ON MY HAVING A TABLET AND THAT I HAD ALREADY LOST A GREAT AMOUNT OF MONEY DUE TO THEIR RATHER APATHETIC RESPONSE FROM DAY ONE. THUS, I DO NOT HAVE THE MONEY TO GO AND BUY ANOTHER ONE, SO THAT ENDS MY JOB. bY THE SAME TOKEN, THEY ALSO DID NOT ISSUE ME A NEW REPLACEMENT THAT I HAD REQUESTED SEVERAL TIMES. wHEN THE REFUND WAS TALKED ABOUT, I REQUESTED A REFUND BY CHECK. I WAS INITIALLY TOLD THEY WOULD DO THAT. THEN, THEY CHANGED THAT AGREEMENT. WITHOUT MY CONSENT. I HAVE ALREADY PAID FOR MONTHS OF PAYMENTS AND INTEREST ON THAT TABLET.MU INITIAL REQUEST BACK A FEW MONTHS AGO, WAS TO SEND ME A NEW REPLACEMENT. INSTEAD THEY KEPT PARROTING A SCRIPT OVER AND OVER AGIAN WITH REGARDS TO THE CONDITIONS OF THE WARRANTEE. I SEPNT HOURS ON THE OHONE WITH A THIRD PARTY CONTRACED BY DELL TO FIX THE ISSUES. THE TECHS COULDN'T UNDERSTAND NOR SPEAK ENGLISH WELL. THEY REFERRED ME TO THRID PARTY SOFTWARE TO FIX THE ISSUE. THAT SOFTWARE IN NO WAY WORKED OR WOULD HAVE WORKED FOR THE ISSUES AT HAND. THIS HAS BEEN A FIGHT FOR SOME MONTHS NOW JUST TO GET A WORKABLE TABLET. IN SUMMARY, WHILE THEY REFUNDED MY ACCOUNT, THAT WASN'T THE INITIAL AGREEMENT AND THUS I AM WITHOUT MY JOB AND A TABLET. I SEE NO REASON THAT THEY SHOULD NOW HAVE REPLACED IT MONTHS AGO. I HAVE USED DELL PRODUCTS FOR MANY YEARS, HWOEVER AFTER THIS MIGHTMARE, I WOULD NOT RECOMMEND NOR USE THEM AGAIN. I STILL HAVE ANOTHER ISSUE WITHT HE PC I BOUGHT FROM THEM THAT HAS BEEN THE SAME NIGHTMARE... I PAID OVER $400 FOR PREMIUM SERVICE CONTRACTS, IN HOME, AND AS OF TODAY, THEY HAVE BEEN UNABLE TO RE-INSTALL THE OS THAT THEY SAY WOULD RESOLVE THAT ISSUE( A CONCLUSION THEY CAME UP WOTH AFTER OVER 10 HOURS SPENT OVER SEVERAL OCCASION WITH TECHS. CUSTOMER SERVICE IS NON EXISTENT WITH DELL ANYMORE.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am extremely disappointed in Dell's response to a situation that I have yet been told the truth as to why I had items in my cart with a set amount (28.49) for each speaker and then was charged a totally different amount.  The first reason I was given was that the price was wrong and that an adjustment would have to be made by another department which wasn't currently open when I called.  Once I called, I was told that the items were sold out and therefore charged a different amount (second reason).  Mind you, I had them in my cart at the price had a total and was hitting submit before it was changed.  This also didn't make sense because once the item is sold out it is unavailable to even put into your cart.  The third reason given;  I was told that I actually exceeded the quantity of allowed items.  This is stated no where and in fact allows you to put even more than 4 in your cart.  Why if there is a limit would you even offer a customer to select quantity.  Fourth I was told that the promotion had ended before I  purchased them only to retract that once he realized he told me the sale started an hour before it was listed on both their website and the flier my husband had. and then the last conversation I had was my 5th reason for not getting the price advertised,  which was this " you have to check out separately for each item" REALLY???  When in the 20th century do we have a company (and a computer company at that) that if you have multiple items you have to go in and check out for each one.Yes, I was offered a full return (which is company policy regardless and nothing to do with my complaint) and I was offered a $50.00 credit for the error.  A $50.00 credit doesn't even cover the overage charge of ONE speaker let alone 4.  I am still waiting for Dell to acknowledge their mistake and make it right by giving me the agreed purchase amount for each of the four speakers.  $28.49 that I had in my cart, calculated, and payment information put in.  It wasn't until I called because the price didn't seem correct that I found the amount charged was not what was agreed upon.   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am completely dissatisfied withDell and their customer service.  This will be the very last Dell I ever purchase for myself and my family.  They lost a customer forever due to their lack of service.  I will consider this matter closed because Dell is unwilling to acknowledge any wrong doing.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Dell sold me a defective computer, which was evident immediately after purchase.  They attempted to fix it 6 times and failed.  On the 7th request, they refused my request for repairs or to talk to a supervisor, during 7 conversations on 11/14.  I finally contracted with a 3rd party to attempt repairs, after which Dell finally called in the evening to offer a repair service.  Dell had previously guaranteed me satisfaction with their repairs IN WRITING, which they had refused to do during my 7 conversations on 11/14.  They cannot expect me to wait for them to change their mind and do the right thing.  I did what I had to do to try to fix THEIR computer.  If they are happy selling defective computers and not providing service, so be it.  I will pursue reimbursement through the legal system.
Regards,
[redacted]

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms. [redacted]. A Dell representative recently contacted Ms. [redacted] regarding her concerns. Our representative explained the terms and conditions of Dell’s limited hardware warranty. After further...

review, our representative processed a replacement unit and followed-up with Ms. [redacted] to confirm resolution. We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. Our representative may be contacted directly by email at [redacted]@Dell.com, in case Ms. [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 Dell representative did not understand the problem or the Dell offer.I have attached the email series related to this claim.The Dell coupon did not equal the offer value expected at the time of purchase.I never requested a Dell Venue 8. The offer was for a Dell Venue 7.Customers today who order lesser value computers than mine still receive a free tablet offer.I would like a second review by a Dell representative from the US.
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 respectfully denied the customer’s request for a...

replacement system and offered the customer depot service. The customer declined 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 her Dell experience. 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] has explained to the customer per the Dell terms and conditions for price matching the matched price cannot be combined with any other promotion or discount.  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 [redacted]. A Dell representative contacted the customer regarding the issues described in his correspondence. As a onetime goodwill gesture, our representative processed a new exchange and our records indicate the system has been received. 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.

Complaint: [redacted]
I am rejecting this response because:Firstly, the sales rep advised me differently upon placing the order, otherwise I wouldn't have purchased it at all. Therefore Dell is required to fulfill their sales promise and give me the remaining 2 gift cards that they owe me.Secondly, they're not addressing the issue that the gift cards they gave me are useless since I tried placing an order for a computer with the gift cards and the order was rejected for no good reason. So basically they are misleading their customers which is irresponsible and illegal.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Unbelievable. You've wasted more of my time than any other company has before, and I've dealt with alot of customer support. The first order was a mistake on my part, and it was corrected. The second order was in stock at the time I placed the order - so either you're lying or your website is lying. You held my money for a week with zero communication, and wasted countless hours of time of trying to deal with your denial of the issue at hand and your lack of empathy.Give me as many useless responses as you want - I will continue to peruse this issue until it is made right.
Regards,
[redacted]