Dell Inc

Complaint: [redacted]
I am rejecting this response because: Dell is not offering anything but the same excuses for refusing to help me. See my previous correspondence.  And see attached service tags. These are valid service tags and Dell needs to assist me. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My laptop has had consist issues that are compounded by Dell's insistence to replace parts rather than replace the unit which leads to additional problems. Since they refuse to extend the warranty on the laptop I am fearful that issues with the hardware will continue to occur and after May 8th I will be without a functioning laptop and have no support to fix it.
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.  A Dell representative [redacted] recently contacted the customer regarding this matter. The representative reviewed the details with the customer and we regret any...

dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience.   Due to a system error we incorrectly advertised that a new Inspiron 15 7548 includes an AMD Radeon R7 M270 4GB DDR3 graphics card.  Instead, the new Inspiron 15 7548 includes an Intel HD Graphics 5500 graphics card.  This error did not affect the pricing of the order, but we understand this may affect a purchase decision.  The customer was offered a $50 credit to his original form of payment for this inconvenience.  The customer declined, so a return has been offered which was declined also.  Please have the customer contact frontline to arrange a return or to the resolver assigned to the case.  Please have the customer contact the representative by emailing at [redacted]@Dell.com with any additional questions or concerns.SincerelyAdvanced Resolution GroupIncident[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.  We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience.Dell representative [redacted] contacted the customer and after further review of the chat sessions an exception has been made.  The customers warranty was upgraded for Premium support for 2 yrs at no cost.  At this time Dell considers this matter closed.  We remain available to assist and ask that the customer contact the representative [redacted]@Dell.com SincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:Dell was provided with proof of purchase from an online national retailer “[redacted].com”, dell insists that said retailer transfer ownership, I have contacted[redacted].com in regards to this matter and they state that it is impossible to take such action as items are shipped to/from various warehouses around the country. This is no different than demanding walmart  “transfer ownership” of every electronic device sold at check out. The proof of purchase is all that is required under the law of every state in the country. Dell was not only provided this proof of purchase but also service tag, express service code, description of problem, and even the resolution (simply replace the defective charger) I consider dells actions warranty fraud. As all information required has been provided.    In regards to transfer of ownership, the second I purchased the tablet I became the owner, just as one becomes the owner of a tv when purchased from a store. Fingerhut is a store and is not required to do anything other than provide proof of purchase.
Regards,
[redacted]
attached please find "dellvenu7.pdf" this is the invoice from[redacted].com showing purchase and delivery.

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] contacted the customer regarding their concerns with the order.  The representative explained we would need to bring the system into the depot for repair.  The representative followed back up with the customer to confirm she has received the system back and confirmed system is working as designed.  We remain available to assist and ask that the customer contact the representative should they have any additional questions at [redacted]SincerelyAdvanced Resolution GroupIncident [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 customers’ claims that the tablet was down for 11 months does not reflect accurately what is shown on his account.  The customer contacted us the first time in Oct 2014 which is why he was offered a refurbished exchange.  If the customer would like to accept the offer provided by the representative assigned to this case.  The representative can be reached directly by email at  [redacted]@Dell.com Advanced Resolution GroupIncident[redacted]Dell Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and though I don't understand why after 20 emails dell representative [redacted]
 [redacted]a could not get done what this rep did in a matter of minutes, I find that this resolution is satisfactory to me.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: DELL should keep its word when offering a free product when you buy a computer. I have put the word out on this SCAM by DELL. Myself, family and friends will never buy DELL again.
Regards,
[redacted]

Dear Revdex.com,Dell representative [redacted] followed up with the customer and onsite been authorized to replace the wireless card.  The customer has postponed the onsite until 4/21 once the onsite has been completed the representative will confirm issue is resolved.   Please have the customer contact the representative by emailing at [redacted]@Dell.com with any additional questions or concerns.SincerelyAdvanced Resolution GroupIncident [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:In Dell's last response, it states "...and is pending confirmation on the customers end..."  Is this referring to my confirmation when I actually receive the paper check via regular mail or is it referring to some other action I need to take? Please advise, this is not clear.Furthermore, as I have stated to Dell numerous times, including to [redacted], this case encompasses multiple items and I need to have a conclusive resolution to all the items before I would consider this case resolved. From Dell's last response, it does not seem to be acknowledging these issues beyond the refund. Instead, it is replying with a rather typical form response which has been part of my ongoing frustration when dealing with Dell on this incident.For the benefit of everyone concerned, I will repeat once again what else I need resolution on. Apparently when Dell was in the midst of trying to resolve my issues a few months ago - their team erroneously sent me a refurbished laptop. This was an error on Dell's part and [redacted] was not even aware I was in possession of two laptops until I brought it up. The box/packaging that was used to ship this 2nd laptop was the box that was used to ship back the laptop which was germane to processing the refund. I had been asking Dell for instructions on making arrangements for sending this 2nd laptop back to Dell. After a week of no response, I finally sent an email to [redacted] that I will need to update the Revdex.com unless I get a response to this question. (That by the way, is what led me to update the case on 12/15) I received a response the day after from [redacted] and he proceeded to process a shipping label for this 2nd laptop. I inquired if Dell would be also sending me the appropriate box/packaging for me to ship this 2nd laptop that Dell sent to me in error in the first place. He informed me that I will be responsible to pay for the box/packaging. I asked how that could be possible since it was Dell that sent this to me in error to begin with. He just told me that is standard Dell operating procedure and that I have no other recourse but to have to in essence, partially pay to send a laptop back to Dell - a laptop I should not have been sent in the first place.To add to this ongoing aggravation - I had informed [redacted] when he was first put on this case, that a large part of my frustration had been dealing with multiple people at Dell, trying to resolve my situation - which always interrupts the continuity and causes me to have to repeat much of the history of this case. He had assured me he would see this case to the end. I then received an email yesterday 12/18 from another individual, only identified as "[redacted]" - saying he will be my new point of contact. From my perspective, the following items need to be addressed/ occur if we are to work towards a conclusive end.1. Dell clarify what is meant by "...and is pending confirmation on the customers end..." (see above)2. Dell provide box/packaging for the laptop Dell sent to me in error so I can send it back to Dell with no further cost and inconvenience to me.3. I actually receive the paper refund check Dell is mailing to me. (I had mentioned to [redacted] this is important to me to actually consider this case resolved because based on my experience with Dell the last few months, I do not want to subject myself to multiple "check is in the mail..." responses from numerous people for some indefinite length of time should a plausible mishap occur and I do not receive the check in the mail as anticipated.
Regards,
[redacted]

Dear Revdex.com,Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situation.  The representative confirmed customer has closed her Dell Financial account and has received a refund check.  The customer was upset over the delay in a refund check being issued and Dell has noted her feedback.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.

Dear Revdex.com,
Our records indicate the representative [redacted] followed up with the customer who advised the system is working at this time with no issues. We request the customer contact the representative at [redacted] for any further assistance he may need regarding this matter.
Sincerely
Advanced Resolution Group
Incident
[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, per the terms and conditions of the sale,...

respectfully denied the customer’s request for a replacement order. Our representative, as a onetime goodwill gesture, offered the customer a discount, which was declined. 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.
[redacted]
 
Sincerely,
 
Executive Support Team
Incident ID: [redacted]
Dell Inc.

Dear Revdex.com,Thank you for providing a copy of the customer’s follow-up submission.  Customer expressed dissatisfaction with Dell service and support and wants her computer replaced.  We regret any dissatisfaction she may have experienced and appreciate the feedback provided.  Since the date of our last response, our representative contacted the customer to provide assistance and explained that a replacement computer is not an option at this time.  Per the terms of Dell’s Limited Hardware Warranty, our representative connected with the customer’s computer to run diagnostics and assist with any hardware issues.  The representative determined that the computer is functioning properly at this time.  We remain available to assist the customer under the terms and conditions of her warranty and ask that she contact our representative at [redacted]@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: 30452558Dell Inc.

Complaint: [redacted]
I am rejecting this response because:[redacted]@Dell.com has asked many questions regardinginformation already provided and does not clarify when he or she providesinformation that needs to be questioned. Thisperson will not clarify the information they provided and he or she states thatthere is no one else at Dell I’d be allowed to speak to, regardless of she orhe being unable or unwilling to explain the information provided. [redacted]@Dell.comseems to have trouble composing clear client correspondence. Many one lineemails were sent to me asking for details one by one that had already beenprovided as part of my complaints. When presented with my sales receipt details and email proof ofthe receipt [redacted]@Dell.com stated that the machine was already purchased“much earlier” which would have had to have been by someone else before me as I’dnot purchased anything else from Dell prior to October 22nd, 2014 withinthe last few years. I definitely did not purchase a Dell Optiplex computersystem from them ever before this. From what [redacted]@Dell.com stated I can onlyassume that the machine was returned by someone for some reason and I was soldreturned goods that were not refurbished or recertified again after the firstcustomer purchased the machine. I can only assume since when asked if why he orshe said the machine was purchased “well before” the date I purchased it he orshe will not explain. I’m not sure if [redacted]@Dell.comwas trying to disprove the validity if my receipt or if he or she simple sendout information to Dell customers that they have not verified to be correct.Either way, this persons conducts leaves me with little confidence as to whetherwhat theywrite to be true and/or correct. For weeks I have tried to get clarification on this but [redacted]@Dell.com will not say whyhe or she wrote that the machine was purchased “much earlier” than the date I purchasedit on. Yet he or she also agrees that I purchased it on the date my receipt indicates,being October 22nd, 2014. I have only made one purchase from them inthe past few years, via ebay, on October 22nd, 2014, never beforethen. On one hand, he or she states they agree that I purchased the machine onOctober 22nd, 2014 on the other hand [redacted]@Dell.com states it waspurchased “much ealier”. After multiple requests for clarification of thisprior sales date [redacted]@Dell.com has not responded. Being that the machine failed 6 weeks after I purchased it andDell has not commented as to why [redacted]@Dell.com stated the machine was already purchasedby someone (I would assume someone, all that [redacted]@Dell.com stated was thatit was purchased “well before” the date I purchased it on) before me, I canonly assume that the machine was returned by the previous owner due tomalfunction and then was resold to me. Again, please note that [redacted]@Dell.comhas not clarified why he or she stated that machine was already purchased on adate "much earlier" than the date I purchased it, which was October22nd. Why do they have record of this machine being purchased by someone beforeme? Surely they should be stating that a machine would be recertified orrefurbished before it is passed from one customer to the next, instead [redacted]@Dell.comstated otherwise. Someone purchasinga refurbished and repaired machine should be shown as the first owner of thatmachine as it is supposed to be brought back to the level of functionality asadvertised and enter a new warranty period. Refurbishment would indicate thatdefective parts were replaced or repaired but [redacted]@Dell.com wrote thatthe machine was “tested” before I purchased it with no mention of what thesetests are. I would think that a refurbishment process would catch a hard drivethat is soon to fail only 6 weeks after it was “tested”. There was no mentionof fixing previous problems with it. This detail has already been amended to myRevdex.com compaint and has not been addressed by the company. When I requested proof that the machine was refurbished, whichwould be a list of the serial numbers the repaired components, I was ignored. [redacted]@Dell.com seems to feelthat just stating something should make it acceptable.Dell represented this machine as being refurbished which shouldmean that steps were taken to fix any problems with it before selling it toanyone. [redacted]@Dell.com told me that the machine hasalready been purchased by someone before me. As Dell will not explain why [redacted]@Dell.com stated that my receipt information wasincorrect and the actual sales date was "much earlier" the date Ipurchased the machine, while Dell also states that indeed they accept myreceipt with the actual purchase date to be the proof of sale. [redacted]@Dell.com has stated that he or she does notanswer to a Dell manager when a customer is dissatisfied with poorcommunications. If the machine was not purchased by someone else before me thenwhy did [redacted]@Dell.com say it was?Being that it seems that Dell already anticipated the goods tofail early by stating that they only wish to honour a 30 day warranty asopposed to the 100 day warranty they agree that refurbished machines sold elseby them fall under and the mysterious sales date “well before” the date Ipurchased the machine which has not been explained I can only assume I was soldreturned good. I’m left only able to assume due to the poor service and lack ofinformation provided by [redacted]@Dell.com.Further to the disclosure that the machine was purchased bysomeone other than me, before me, [redacted]@Dell.comprovided a link to the ebay website to prove something about a 30 day warranty butI did not use the ebay website to purchase the machine. He or she was alreadytold as such. The machine was purchased using the ebay app on an older versionof Android so I was not presented with the webpage that they refer to when Ipurchased the machine using the ebay app. He or she mentioned nothing about theebay app for an older version of Android. I’m not sure why they are referringto another company’s website when I did not purchase via this website. He orshe has also failed to address the slip put in the shipping box referring customersto view warranty information at [redacted]. Regardless of these detailsnot addresses by [redacted]@Dell.comwhat is at issue, due to the information provided regarding the previous salesdate is that it seems I was sold returned goods. [redacted]@Dell.com states“we always stand by our products”. The machine I bought from them no longerfunctioned after 6 weeks of use. This is not the same type of company I didbusiness with years ago when buying earlier Dell products. According to [redacted]@Dell.com Dell is a companythat stands behind products that fail after 6 weeks. That is a sad representation of this company.
Regards,
[redacted]

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].

Tell us why here...Dear Revdex.com,Thank you for providing a copy of the customer’s submission.  Customer expressed dissatisfaction with communication and processing expectations for a promotionally priced TV purchase.  We regret any miscommunication which may have occurred and...

appreciate the feedback.  Since the date of the submission, a Dell representative contacted the customer to provide assistance and to verify that the customer’s order has been delivered.  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.

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 verified, with the customer, all orders have been...

received and there are no more issues. 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.

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

provided regarding this experience.Dell representative [redacted] contacted the customer and after reviewing the account a refurbished system exchange was authorized.   We remain available to assist and ask that the customer contact the representative [redacted]@Dell.com SincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.