Dell Inc

Complaint: [redacted]
I am rejecting this response because: business has in fact violated it's own policy and the laws of the State of Texas.  Although company says no further response is necessary, it will, in fact, have to answer to the Attorney General of Texas.
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence...

submitted by [redacted]. A Dell representative recently contacted [redacted] regarding her concerns. Please note that her initial Dell system order was canceled due to product availability issues[redacted] placed another order on which she did not purchase extended warranty and nor was she charged for it. Our representative confirmed configuration and price. As a gesture of goodwill and in the interest of customer satisfaction, our representative offered an extended warranty at a discounted rate; however, [redacted] elected not to accept our offer of assistance. Her request for a free warranty extension was respectfully denied. We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. Our representative may be contacted directly via e-mail at [redacted], in case [redacted] has any further concerns regarding this case.   Sincerely,Executive Support TeamIncident ID: 30120976Dell Inc.

Complaint: [redacted]
I am rejecting this response because:Resolving this entire incident has been nothing but a long, stretched out aggravating process. I have numerous threads that I have sent to [redacted] regarding the final steps needed for us to have a complete, conclusive understanding and resolution of this incident and he has not been responsive. After numerous emails I sent to him, I just received a call back from him after I stated in my last email, if I do not hear back from him, I will have to update my Revdex.com case. It is this pattern of unfortunately having to leverage my assistance from the Revdex.com case that I am able to get Dell to respond.I have inquired numerous times via email, HOW Dell is going to refund the portion of funds I have already paid towards the laptop (i.e. check via mail, electronic payment, etc) and also WHEN I might expect the funds actually in my possession and not some vague answer "Dell will process" which does not give me any indication when the funds will be in my possession.I have also inquired multiple times HOW and WHEN Dell is arranging for me to send back the 2nd laptop they sent to me in error. I have asked this for over two weeks and after me asking once again in today's call, [redacted] said he will send me shipping labels tomorrow. I am very busy and I do not understand why I have to constantly follow up with Dell so we may draw this incident to a final close.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Unfortunately, after having a computer tech un package and attempt to install the new printer it too does not work.  The tech recommended I demand a full money back and/or insist that Dell send one of their techs to my house to review the issues. 
I have sent an email to the Dell Representative, this am and waiting on a response from him as to what his course of action will be.  Trusting he will be more co-operative than in the past.  I've been trying to get a printer, that works since the first week of May '14.  This I'm not satisfied about, for sure.
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.
Regards,
[redacted]Dear Revdex.com,I appreciate your help with my complaint of a fraudulent advertising and ordering system at Dell.  Dell says they will return my money .  They have wasted my time and to my utter amazement customer service has tried to support the actions of their dishonest sales clerk who took my order and billed me $100.00 plus tax for a microsoft outlook  email program and then only sent me a free trial version while he changed the bill upward for other items to cover the $100.00 that should have gone to pay for outlook. The customer service people tried to explain his actions as o.k.. That actually made me very sad for Dell.  A once great company now is cheating its customers and lying about it.  I do not know who they think they are fooling, but unfortunately they are only fooling themselves.  This type of fraud will eventually make it to the prime time news. And Dell will be finished as a company.  I will not waste one more second of my time with this company.  It is the second and last bad experience I have had with Dell.  I eagerly await the day when they disappear from the marketplace. That day will surely come.  Thanks again for you help.[redacted]

Today’s Date: 01/09/2015Dear 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 purchased a...

television from Dell on December of 2013. The television came with a $75 dollar promotion gift card. The customer did not realize there was an expiration to the gift card and the card was expired when the customer attempted to use it. On August 2014 an exception was made and the gift card was reissued to the customer with a new expiration date. The customer states the gift card did not work and has expired again. At this time the agent informed the customer that another exception cannot be made and Dell cannot reissue the gift card a third time. 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 additional questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Complaint: [redacted]I am rejecting this response because:I can't believe Dell made such FALSE statement.  I never stated "he will only accept a 200 dollar refund".  This is my desired settlement: "Hornor the order exactly or $200 credit that's roughly the price difference on Dell's website now with or without the graphics card."  This is the only place I mentioned $200 just because I don't know the exact price.  In the email and phone communication after the complaint, I only asked Dell to fulfill the order and never mentioned $200, except referring to my original complaint.  See the attached copy of emails.  The reason that I wouldn't accept Dell's current offer is also listed in the prior email communications.My question is: how much is the cost if I order this graphics card alone? Why Dell made such FALSE statement?This is my third or fourth Dell laptop.  The customer service was pretty smooth.  Somehow it is very difficult to communicate with Dell service now, at least with this particular representative, [redacted].  I never got answered when I called her.  Then she emailed me for a good time to call.  I gave 2pm one day.  But there was no phone call nor email at all at 2p.  Actual phone call was after 4pm.  She doesn't even know my first name and last name.  She doesn't care customer's concern, only repeating the same words of "policy" she got again and again like a robot.   I'm requesting to speak with her supervisor or another representative.Regards,[redacted]

Dear Revdex.com,Thank you for providing a copy of the customer’s follow-up submission.  Customer expressed dissatisfaction with communication and processing expectations for promotional gift cards from Dell.  We regret any miscommunication which may have occurred and appreciate the feedback.  Since the date of the original submission, a Dell representative contacted the customer to provide clarification of the terms and conditions of the gift card promotion and told the customer he has reached the maximum limit of gift cards available to a single customer.  Dell will not be providing any concessions outside of the intent of the promotion.  As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case.  Our agent remains 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.

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 that his request to opt-out of Dell promotions is...

being processed. Please note that it may take some time for changes to take effect. In the interim, he may continue to receive Dell marketing communications. 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,Dell representative [redacted] has followed up with the customer and apologized for her experience due to the situation the resolver has authorized a new exchange.  The representative will follow up with shipping information once available.  We ask that the contact the representative at [redacted]@Dell.com for any further assistance she may need regarding this matter.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 is satisfactory to me. 
[redacted] was able to help get the refund issued.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Dell should not be running away from their responsibility as a manufacturer if the product is causing health hazards. As per the last comments by Dell, they should start giving the customers statutory warning that their laptops can cause health hazards after 2 years.Seems like Dell has No Business Ethics !!If this issue is not resolved through Revdex.com, I will be contacting local press and media and share the burn mark photographs on my spouse's left arm. I am not hesitant to release this whole conversation on social media also.
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 reimbursement...

and explained virus issues are not covered under the Dell limited warranty. 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, 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 recently contacted Mr. [redacted] regarding his concerns. Our representative explained the terms and conditions of limited hardware warranty. Our...

representative also informed him that his Dell system limited hardware warranty expired on August 22nd, 2014.  [redacted] Our representative offered assistance; however, Mr. [redacted] stated that he will purchase a graphics card locally and considers the case resolved. 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.

Thank you for providing a copy of the customer’s follow-up submission. A Dell representative will be assigned to this case and will contact the customer to address the contents of the correspondence.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 he may have experienced and appreciate the feedback provided.  Since the date of the follow up submission, a Dell representative contacted the customer to provide assistance. The representative processed a dispatch to replace the customer’s AC adaptor which appears to have resolved the issue.  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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response is satisfactory to me.
I do not wish to say that the complaint has been resolved just yet, but I do believe that Dell has taken all the steps to correct this issue. Once the money has been credited back this issue will be resolved.
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 charged the customer a one time fee for the customer to keep the hard drive so his personal data is not compromised.  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,  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 Dell could not refund him for his Windows 8.1 purchase but an external hard drive was sent to him as a good will gesture.  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: 01/23/2015Dear 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. At this time the agent has been advised by the customer the onsite service resolved the matter. The agent has also taken the customers feedback as it pertains to the customer service experience. 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 there be any other questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Dell representative, [redacted] has been in contact with the customer and explained due to the issue the system needs to be shipped into the depot.  The customer is refusing to do this and demanding a refund.  Since the customer did not purchase directly from Dell a refund is not an option.  At this time we are at an impasse with the customer and respectfully request that she agree to have the system serviced at the depot.  The customer may reach the representative assigned to the case by emailing her at [redacted]@Dell.com