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 agreed to replace the customer’s computer with a new system exchange.  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 has recently contacted the customer regarding their...

concerns.  We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback.  The representative has offered to troubleshoot and issue service per the terms of Dell’s limited hardware warranty.  If the customer wishes to accept this offer they can contact the representative.  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 Ms. [redacted]. A Dell representative recently contacted Ms. [redacted] regarding her concerns. After further review, our representative issued an onsite service. Our records show that the...

onsite service was completed on March 27th, 2015. Our representative also followed-up with Ms. [redacted] to confirm resolution. Her request for replacement unit or refund was respectfully denied. We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. We remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policies. 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.

Today’s Date: 11/13/2014
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 technical concerns and is requesting a refund. At this time the agent has advised the customer that a refund is not possible and offered to troubleshoot the unit. The customer has declined to allow any troubleshooting. 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 working with the agent to troubleshoot the unit .
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].  The gift card was a separate issue from the cash back.  I had received the original gift card as I was supposed to, but Dell did not resolve the issue with the ShopDiscover cash back.  They redirected me back to Discover Card, who were able to provide me with the credit.  It is not clear why Dell did not know about the shopdiscover offer, or why discover card initially said that dell was responsible for taking away the money.  Ultimately the issue was resolved after a lot of time and effort on my part and by Discover card. 
Regards,
[redacted]

Today’s Date: 02/06/2015Dear 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. At this time a request to re-open the case for customer contact has been filed. 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 have any questions or concerns.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 contacted the customer regarding the issues described in his correspondence. Per the terms and conditions of the Dell Limited Warranty, our representatives...

respectfully denied the customer’s request for data recovery or reimbursement for data recovery. 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. Sincerely, Advanced Resolution GroupIncident ID: [redacted]Dell Inc.

Today’s Date: 10/24/2014
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

Today’s Date: 02/24/2015Dear 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. At this time the...

agent has attempted to verify if the customer received their coupon, however the customer has not returned the agents contact attempts. 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 still require assistance.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Dear Revdex.com,
Thank you for providing a copy of the customer’s submission.  Customer expressed dissatisfaction with communication and processing expectations for a promotional tablet offer.  We regret any miscommunication which may have occurred and appreciate the...

feedback.  
Dell records indicate the customer had orders for two different computers, one of which included a promotion for a tablet at no additional cost.  The purchase price for the promotion was split into separate orders for the tablet and the computer.  The computer invoice price was reduced by the promotional amount of the tablet order, and the tablet invoice was assigned the difference as a dollar value.  When the customer returned the computer but not the associated tablet, he was refunded the purchase price less the promotional price of the tablet.  
Since the date of the submission, a Dell representative, [redacted], contacted the customer to discuss the customer’s concerns.  [redacted] explained that the promotion would include the tablet at no charge if the customer elected to keep the computer.  Since the computer was returned, the promotion would no longer apply.  We ask that the customer contact our representative at [redacted]@Dell.com should there be any further questions regarding this matter.
Sincerely,
Executive Support Team
Incident ID: [redacted]
Dell Inc.

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by [redacted]. A Dell representative recently contacted [redacted] regarding her concerns. After further review, our representative issued a depot repair. Our representative will also follow-up with [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], in case [redacted] has any further concerns regarding this case.  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 recently contacted Ms. [redacted] regarding her concerns. As a gesture of goodwill and in the interest of customer satisfaction, our representative processed a depot repair.  Our representative also 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. We remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policies. Our representative may be contacted directly by email at [redacted] in case Ms. [redacted] has any further concerns regarding this case.  Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc.

Dear Revdex.com,Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situation.  The representative explained Dell backup cd’s are no longer available but a USB key with the OS and drivers has been sent and our records indicate it has been delivered.Please have the customer contact the representative by email at [redacted] with any additional concerns regarding this matter.SincerelyExecutive Support TeamIncident[redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:  First of all, I wish to thank the Dell Corporate employee who queried regarding my contact with the Revdex.com concerning said matter.  It is just another example of how Dell Corporate is unaware of the commentary and practices of their employees. I have appreciated this opportunity to share my unfortunate experiences with the Revdex.com and Dell, Inc.  Again, I will reiterate that regarding telephone service with my Dell Inspiron laptop computer, with Dell Concierge service, I was NOT informed by the Dell technician of data loss;  moreover, I was ensured with substantial certainty that with his instructions, there would be no loss of data.  That did not occur, and it was corroborated by his supervisor.  His supervisor then recommended that I seek data restoration services.  I followed his recommendation and incurred independent charges.  He recommended that I contact Dell customer Service to discuss the matter and thus, the situation at present, with the involvement of Dell Corporate.   That is the crux of the matter.   Dell Corporate assumes no liability for the queries, errors, omissions, instructions, and recommendations of their technical staff, and perhaps their corporate staff as well following their sale of product.  It appears  there is a lack of cohesion amongst Dell employees and their presentations to customers.   It also appears that best practices are not in order.    I continue to consider this matter to be unresolved at this time until Dell takes ownership of the experience that resulted in the loss of data from my Dell product.   
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. As a gesture of goodwill and in the interest of customer satisfaction, our representative issued a product return. Our representative will also follow-up with [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 e-mail at [redacted], in case [redacted] has any further concerns regarding this case.  Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted]I am rejecting this response because:I have been in contact with Dell.  I have expressed my concerns below to them. Their offer doesn't solve my problem.  It puts me in a choke hold and a state of dependency on Dell.What they have offered puts me in a precarious position. What they haveoffered results in Dell making money from me. They want to send me arefurbished laptop with an operating system that will not be compatible with myapplications. And they want to charge me for supporting the laptop, that weboth know will have problems.  Dell obviously did not see this as aproblem but an opportunity $$$.Again, they are asking me to accept a laptop blindly without knowing the modelor much of anything else about the laptop. But of course that is because therewon't be much in their offering. It would be a shell of a laptop. Basically, this is their offer:- Hardware configuration only - meaning none of the applications that were preinstalled on the original laptop (not even comparable).  -System model and design will not be taken into consideration. Needless to say, they will not disclose the model or design they want to offer.- None of the bells and whistles that came pre-installed with mycomputer.  Not even anything comparable. Basically, they will not matchanything pre-installed that came with my original laptop.- Only a few basic pre-installed applications that they fail to list.- An operating system that is not compatible with my applications.   In short they wrote that they will  send a system with the current operating system and a few basic programs. -Basically, they want to send me a shell of a laptop. My original laptop purchasewith Dell was over $3,000. It was by no means a basic system. Below are just SOME of the design specs and services on my orginal laptop.1 1 224-6716 Studio XPS 16Notebook EA 1 1 317-2361 Intel Core i7 720QM1.6GHz (2. 8 GHz Turbo Mode, 6MB Cache) EA - -1 1 317-2366 8GB, DDR3, 1333MHz 2Dimm EA - -1 1 320-8333 15.6 inch WideScreen 16:9 1080p Full HD WLED LCD,W/2.0 MP, XPS 1645EA - -1 1 421-1010 Dell Webcam Centralv1.4 EA - -1 1 421-0188 Facial RecognitionEA - -1 1 320-8350 ATI Mobility RADEONHD 4670 1G B EA - -1 1 330-5460 DELL RESOURCEDVD,BACK -UP,XPS 1645 EA - -1 1 341-8989 500GB 7200RPM FreeFall Sensor Seagate Hard Drive EA - -1 1 320-8352 Obsidian Black HighGloss Fini sh with Leather XPS 1645 EA - -1 1 421-1365 Genuine Windows 7Ultimate, 64 bit, English EA - -1 1 421-0323 Windows LiveSearch,Multiple User Interface EA - -1 1 420-6576 DELL WELCOME,SoftwareDimension/Inspiron EA - -1 1 420-9100 Dell Dock ConsumerEA - -1 1 420-6436 PC-Restore, Dim/InspEA - -1 1 421-0187 Dell Support CenterSoftware 64 Bit 2.0 EA - -1 1 420-7938 Dell Connect 2.1 EA- -1 1 421-0092 DELL-DOWNLOAD-FLAGEA - -1 1 330-6222 Windows 7 Label EA --1 1 420-9352 Dell, Software, WildTangent Inc Games EA - -1 1 420-9691 DataSafe LocalBackUp 2.0 Basic EA - -1 1 421-2263 Win7 Pro and Ultimate with XP Mode ADOBE READER 9.0 MULTI - LANGUAGEEA - -1 1 313-7056 BluRay Combo DriveEA - -1 1 421-1361MOD,SW,RXO,EZCD,10.3,DE,FI EA - -1 1 421-1583 Cyberlink Power DVD8.3 Blu -Ra y Disk Playback EA - -1 1 421-2000 Soundblaster X -FiHi Def Audio Software Enabled EA - -1 1 430-0737 Intel WiFi Link 5300802.11AGN Half Mini Card EA - -1 1 410-2087 McAfee Sapphire MUI,36 -Month EA - -1 1 312-0950 9-cell Battery EA --1 1 420-6588 Microsoft Office2007 Professional Edition EA - -1 1 950-7447 *4 Year LimitedWarranty EA - -1 1 980-5878 *CompleteCareAccidental Damage Protection, Inspiron, 4 Year EA - -Regards,[redacted] Email is the best way to contact me.
Regards,
[redacted]

Today’s Date: 01/08/2014Dear 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...

various technical concerns. At this time the agent is processing a system exchange for the customer. As per Revdex.com policy a final response is being submitted today however the agent will continue to work with the customer until the matter is resolved. 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 questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Complaint: [redacted]
I am rejecting this response because:I do not feel responsible for repairs that were not properly repaired the first time..
Regards,
[redacted]

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customer.   The customer will need to submit an international tag transfer since he has taken the system outside the USA.[redacted] Advanced Resolution GroupIncident[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 to the customer that Dell standalone refurbished monitors only have 90 days of warranty.  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.