Dell Inc

Dear Revdex.com,Thank you for providing a copy of the customer’s follow-up submission.  Customer expressed dissatisfaction with Dell’s response and wants a refund or free warranty extension for 700 laptops.  We regret any dissatisfaction she may have experienced and appreciate the feedback provided.  Dell records do not agree with the customer’s description of known issues related to this Dell model.  As the records indicate the computers were purchased through a third party vendor, a refund from Dell would not be an option.  Dell does not provide free warranty extensions based on potential future issues a customer may experience however the customer may have the option to purchase warranty extensions.  Since the date of our last response, Dell representatives have assisted the customer under the terms and conditions of Dell’s Limited Hardware Warranty.  Our representatives remain available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Dell representative, [redacted] will continue to be the customers’ point of contact.  At this time [redacted] is attempting to reach the customer by phone and email. We ask that the customer follow up with the representative directly by email at [redacted]@Dell.com.

Today’s Date: 01/13/2014Dear 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 a credit concern. At this time the agent has been unable to reach the customer, however the agent has confirmed a credit has been processed. Dell regrets any inconvenience caused and we ask the customer contact the representative at [redacted]@Dell.com should they still require assistance.Sincerely,Executive Support TeamIncident ID:[redacted]Dell Inc

Complaint: [redacted]
I am rejecting this response because:DELL CALLS. I ANSWER. THEY HANG UP ON ME.DELL DOES NOT RESPOND TO PHONE CALLS I MAKE TO THEM  AND LEAVE A VOICE MAIL.EMAILS TO THEM DON'T GO THROUGH.THE PEOPLE AT 877 790 3355 ARE WORSE THAN WORTHLESS. I HAVE SPENT OVER 20 HOURS ON THE PHONE WITH THEM TRYING TO FIX MY NEW COMPUTER AND THEY HAVE FAILED.I WILL PNLY DEAL WITH THE "ADVANCED RESOLUTION GROUP", OF WHICH [redacted] IS A MEMBER.THIS HAS BEEN GOING ON FOR OVER 2 MONTHS NOW.DELL TRIED TO TELL ME THAT I HAD NOT RETURNED THE OLD COMPUTER. I HAVE A FED EXRECEIPT THAT PROVES OTHERWISE. DELL IS NOT LIVING UP TO THEIR CONTRACTUAL OBLIGATION.
Regards,
[redacted]

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 technical concerns on his out of warranty unit and has asked to have the unit serviced as-in warranty. At this time the agent has advised the customer there are no known issues with their system and as their warranty expired two years ago, Dell cannot service the unit. 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 they have made efforts to resolve the issue that are satisfactory to me.Thank you.[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.
They did send me a replace system and I sent the one that I had that was not working appropriately back to them and have record that they received it. So far the new replacement system is working appropriately.I am sorry it had to come to you as an issue but I am very thankful for your assistance. I am very glad that this issue is resolved.
Regards,
[redacted]

From: [redacted] [mailto:[redacted]@yahoo.com] Sent: Wednesday, February 11, 2015 7:56 AM To: info Subject: RE: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted]   I disagree.  I realize these issues must eventually be closed, but not all issues can be resolved.   This issue has NOT been resolved and Dell has no intention of resolving it.  If you close it as “unresolved” that will be acceptable.   [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.
 
thank you for everything the case is complete they resolved the case at ones 
Regards,
[redacted]

Today’s Date: 04/06/2015Dear 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 her out of warranty unit. At this time the agent has advised the customer there is a charge associated with any support as the system is out of warranty and no issues were reported during the warranty period. 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 the matter..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 setup a system exchange to resolve the customer’s issues.  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: My replacement laptop has not yet been received, the case is still open.
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 dispatched a system exchange and confirmed, with the...

customer, the replacement system has been received. 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 Team
Incident ID: [redacted]
Dell Inc.%

Today’s Date: 03/11/2015Dear 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 a...

partial refund was promised for two systems purchased. At this time the agent advised the customer the proposed refund was for a limited time and the deadline was not met. However, the agent has offered a refund of lesser amount as a courtesy. The customer has declined this offer. 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 they reconsider.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

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. Please have the customer contact the representative by email at [redacted]@Dell.com

Today’s Date: 10/29/2014
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. At this...

time the customer has informed the agent they no longer wish to speak with Dell. Dell regrets any inconvenience caused. Should the customer reconsider working with the representative, they may do so at [redacted]@Dell.com .
Sincerely,
Executive Support Team
Incident 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 was advised of the cost of the order prior to it being placed our records also show it was a new hard drive that was sent.We do request the customer review the information below in regards to Dells position on lost data, Limited Hardware Warranty dictate that Dell is not responsible for such compensation.   Please review additional information available at this link specific to the Limitation of Liability:  [redacted]                Limitation of Liability. DELL DOES NOT ACCEPT LIABILITY BEYOND THE REMEDIES SET FORTH HEREIN, INCLUDING BUT NOT LIMITED TO ANY LIABILITY FOR PRODUCT NOT BEING AVAILABLE FOR USE, LOST PROFITS, LOSS OF BUSINESS OR FOR LOST OR CORRUPTED DATA OR SOFTWARE, OR THE PROVISION OF SERVICES AND SUPPORT. EXCEPT AS EXPRESSLY PROVIDED HEREIN, DELL WILL NOT BE LIABLE FOR ANY CONSEQUENTIAL, SPECIAL, INDIRECT OR PUNITIVE DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OR FOR ANY CLAIM BY ANY THIRD PARTY. YOU AGREE THAT FOR ANY LIABILITY RELATED TO THE PURCHASE OF PRODUCT, DELL IS NOT LIABLE OR RESPONSIBLE FOR ANY AMOUNT OF DAMAGES ABOVE THE AMOUNT INVOICED FOR THE APPLICABLE PRODUCT. SOME JURISDICTIONS MAY NOT ENFORCE ALL OF THESE LIMITATIONS, AND ONLY THE LIMITATIONS THAT ARE LAWFULLY APPLIED TO YOU IN YOUR JURISDICTION WILL APPLY.  In addition, here is a link to the terms for offering of Keep Your Hard Drive: [redacted]Please have the customer contact the representative by email at [redacted]@Dell.com with any additional concerns regarding this matter.SincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

Today’s Date: 11/12/2014
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 various concerns with their Dell unit. At this time the agent has processed a system exchange for the customer. The unit was received and the customer confirmed all is in order. 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 other questions or concerns.
Sincerely,
Executive Support Team
Incident ID: [redacted]
Dell Inc

A Dell representative is working with [redacted] to achieve a resolution for his concerns.  Our representative may be contacted directly by e-mail at [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 sent Mr. [redacted] the Dell Drivers software media, which was...

delivered on November 12th, 2014. Our representative also followed-up 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 directly by e-mail at [redacted], in case Mr. [redacted] has any further concerns regarding this case. 
 
 
Sincerely,
Executive Support Team
Incident ID: [redacted]
Dell Inc.