Dell Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
*** was helpful in getting the issues resolved.Thanks
Regards,
*** ***

Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur records indicate the replacement system has been delivered and the
customer confirmed the receiptOur representative respectfully denied the customer’s request for a free repair to another system or credit to their account for compensation; however, as a onetime goodwill gesture, a three month warranty extension was offeredThe customer declinedWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***.
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc

Today’s Date: 03/25/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** *** ***, to address the contents of their correspondenceAt this time the agent has
processed the customers refundDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should their be any other questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because:Dell's response to the Revdex.com did not tell the whole story Firstly, the computer that I wished to purchase was requested by me during their listed valid offer period Their response to me was, "if you read our advertising policy, you can see that Dell has the right to retract a promotion at any time" Essentially this means that they can advertise any price that they like, and not sell even one computer at their listed priceThis is advertising!!!! Secondly, the offer that they extended me to resolve this matter was a 5% discount off of any Dell system They failed to reference their exact offer in their Revdex.com response because it was insulting! It was insulting because the advertised discount of the computer we wanted was $off of $( 53% discount). We are extremely disappointed DELL would misrepresent in this manner.
*** ***

A Dell representative contacted *** *** ** *** and is working with him to achieve an amicable resolution for his concernsProduct return is being processedOur representative may be contacted directly by e-mail at ***

Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided At the time of purchase, when the customer opted for a one year warranty, declining options available to purchase a warranty extension, he communicated to Dell that the responsibility for covered technical issues would be Dell’s responsibility for one year from the invoice date and, after one year; this responsibility would be transferred to the customer The customer’s warranty expired during Dell will not accept responsibility for the customer’s continued use of the computer if he feels it poses a risk or hazard.When the customer originally reported issues via the Revdex.com, for customer satisfaction reasons, our representative made a one-time exception and provided out of warranty repairs at no expense to the customer Our repair technicians reported the computer was functioning properly Dell will not be offering any additional concessions and no further attempt has been 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 We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com, I am writing on behalf of Dell Incin 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, *** has recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. Our representative politely declined the customer request for a refund due to the system being outside the return period. Our representative did offer to troubleshoot and setup service per the terms of warranty, but the customer is not ready at this time. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc

Today’s Date: 12/01/
Dear RevDex.com,
Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** *** ***, to address the contents of their correspondenceThe customer states verious technical concerns with their Dell unitAt this time the agent has processed an exchange unit for the customerThe unit has arrived in the customers hands and no other concerns have been reportedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** with any other questions or concerns
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc

Complaint: ***
I am rejecting this response because:I am still awaiting compensation as it was three weeks that they couldn't properly fox the isue yet I pay for next day service Also, I told Saish that it's been working albeit slowly for only three days and after all the problems I'm not convinced the problem is corrected
Regards,
*** ***

Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closed. Please have the customer contact the representative directly by email at ***@Dell.com. Sincerely, Executive Support Team Incident ID#***Dell Inc

Complaint: ***
I am rejecting this response because: Dell rejected my requests on November 14th to repair the computer or talk to a supervisor, which left me no choice to seek repairs elsewhere By the time Dell offered to make repairs, I had already contracted with another company to try to repair the computer I also have no confidence that Dell is able to make repairs since I have already given them chances to do so I have incurred expenses to get repairs done to the computer, and I will only settle on a replacement computer or reimbursement of my expenses until the computer is repaired to my satisfaction (current expenses are over $440) Finally, Dell gave me a written guarantee that repairs would be done to my satisfaction, only to subsequently refuse to repair the computer
Regards,
*** ***

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that his Dell order was canceled due to account verification
issuesPlease note that Mr*** stated that he has already made another purchaseWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** *** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative explained the terms & conditions of the limited hardware warranty,
which does not cover accidental damageAs a gesture of goodwill and in the interest of customer satisfaction, our representative offered out of warranty service at a discounted ratePlease note that Ms*** elected not to accept our offer of assistanceHer request for a free repair was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc

A Dell representative is continuing to work with *** *** to achieve an amicable resolution for her concernsA product return is still being processedOur representative may be contacted directly via e-mail at ***

Complaint:
I am rejecting this response because:MsAtkinson as you can see Dell is trying bill me again for what *** *** took care of one timeThis D & S LTD companyput nobody’s name and no phone to talk tooI sent them a letter on the 29th with this *** *** name and number and showed them that it taken careBut I don’t have a lot of faith here with DellI was hoping that you would backup what I sent them that it was taken careThis lady took care it;*** ***Executive Customer Support AnalystDell | Global Escalations Operations.(GSO)Social Media and Community ProfessionalOffice +* ***ext ***My work schedule is 8:am-5:pm EST Monday to Friday.Email: ***Thanks*** ***

Complaint: ***
I am rejecting this response because: after months of dealing over hours on the phone and after countless emails I think it shows that I have reached out to communicate with Dell Most recently *** *** showing that the team was preparing to issue credit To resolve this issue I want credit back for the 3-Series Black cartridges and for interest since July at 18.24% Refer to *** *** Dell at *** *** *** ext ***, or cell ###-###-####.
*** ***

Complaint: ***
I am rejecting this response because:Dell states that they can service any out of warranty product they sell (Computers, Laptops, etc...) within a year window. The computer that I purchased from them, I did so 3/years ago. I attempted to ask for an out of warranty repair approximately 1/years ago and they were suppose to charge my Dell Credit Card account, but they could not locate said account. Out of frustration I let it go and continue to attempt to utilize the laptop to the best of its capacity by hooking it into my LED TV and utilizing a wireless mouse and keyboard. That has since stopped being an option and the computer will shut off after approximately 20-minutes of use.The Laptop in question cost close to $3000.00. All of the components with exception of the motherboard, video card, and keyboard are functional. That Dell does not have a motherboard, video card, or keyboard that would be placed in this laptop is astounding. That they only maintain a parts surplus to repair computers for months to year (per Isacc in Out of Warranty) is atrocious, especially for a high end product. So there offer of 10% off of a new product, which would be approximately $300, to then have the same awful customer service experience, etc. is not in my interest.At this point, I am requesting that I be able to send back the laptop and receive a replacement laptop that is equivalent in its build. Offering me 10% off, telling me to find parts on Ebay, etcis unacceptableBoth Isacc and *** provided very poor customer service and satisfactionIf MrDell is unable to rectify this situation, then I will simply not provide Dell with my business going forward (And I've been purchasing from Dell for years)
Regards,
*** ***

Today’s Date: 01/26/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** *** to address the contents of their correspondenceThe customer has informed the agent the matter has been addressed and there are no other questionsDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** should they have any other questions or concerns.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com, I am writing on behalf of Dell Incin 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, ***, has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** offered to have the system returned so Dell could ship a corrected order with the proper version of MS office, or offer a ten percent discount on the purchase of Office Home and Business 2013. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc

Today’s Date: 01/12/2014Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceAt this time the agent is
processing the credit memo for the customerAs is required by the Revdex.com a final response is being submitted today however the agent will continue to work with the customer until the matter is resolvedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any questions or concerns.Sincerely,Executive Support TeamIncident ID: ***Dell Inc