Dell Inc

Complaint: [redacted]
I am rejecting this response because:
The discount offered to repair a known and documented defect is insignificant. This repair should be completed at no cost since it is known to happen on many machines of this exact make and model.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I can confirm Dell sent me a replacement tablet.  However, it only arrived yesterday, I have not yet had an opportunity to thoroughly test it to make sure it is working correctly.  I have most definitely NOT verified that it is working correctly.The only reason why Dell sent me a replacement was because I publicly complained on their Facebook page.  They repeatedly insisted I had to wait for Google (the designer of the Android operating system) to issue a fix to the defective operating system, knowing full well that Google had already stated they had no intention of fixing the problem, and that all patches to the defective operating system had to come from the hardware manufacturer (in this case, Dell; cell phones with the same operating system are reportedly having the same problem).  In effect, Dell was refusing to honor their warranty.Dell has known since last year that the operating system, Android 4.4.4 (nicknamed KitKat) was defective.  Yet they still continue to sell tablets loaded with this defective operating system.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The computer did not have a broken screen when I shipped it to the company. The hinge was the only issue. They sent it back saying it was irreparable, now they say give us $160.00 and we'll fix it.  They should fix it for free.  They broke it.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Dell was upset with me about calling to notify you about our complaint. The question this tech asked is the same question that is asked every time we have to call the Dell Concierge program when called if another problem arises on our laptop. This tech asked if the computer was doing okay after this last fix. Every time I need to have the laptop fixed then the tech asks afterwards if all is working well. The same is true this time too. But I'm already having problems again with the laptop once again. Therefore when the tech called me to get angry with me for reporting them to the Revdex.com, the tech asked if my computer was working okay. It was until this afternoon when the screen froze and I was unable to get the mouse to work properly. So you see this is what happens all the time. They appear to fix the laptop then I have problems all over again. So yes I reject their response.
Regards,
[redacted]

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. At this time Dell considers this issue closed.  Please have the customer contact the representative directly by email at [redacted].      Sincerely,  [redacted]Incident ID#[redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:I reject the response by Dell due to mountains of evidence provided to both the Revdex.com copying also [redacted] and [redacted] of Dell showing proof of what I asked to purchase, being advised it wasn't available but what will/was sent is much better/at least comparable, once received non worjing in which sales person was immediately notified and advised of the issues in which I was then told "yes" what I originally asked for the Dell XPS M1330 was available but then disappeared when waiting on what to do next as far as scheduled pivk up and return of this broken down Latitude that has caused me to hae to purchase a new laptop as well as my personal accounts, files being hacked and breached due to built in logging monitoring software added. Full refunded is still required. Or please advise to whom and where I need to file as Dells headquarters is not within the same state as I.
Regards,
[redacted]

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 issued a product...

return. Our representative also verified that the credit has been posted to the original form of payment and followed-up 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 via e-mail at [redacted]@Dell.com, in case Ms. [redacted] has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: [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.   Please understand that a system exchange is not warranted over software issues or virus.   Please have the customer contact the representative by emailing at [redacted]@Dell.com with any additional questions or concerns.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] might be able to help the customer if she can provide a receipt from her Rent A Center purchase.  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 providing a copy of the customer’s follow-up submission.  Customer expressed dissatisfaction with Dell’s response.  We regret any miscommunication which may have occurred and appreciate the feedback.  The shipping label sent to a Dell customer for the return of an exchange computer comes directly from the carrier to the customer.  Dell does not have a record of the tracking number sent to return the customer’s exchange computer.  Dell’s records do not reflect that the customer’s original computer was ever received back at Dell and without the tracking number for point of delivery information, Dell would be unable to contact the carrier regarding this matter or remove the hold on the customer’s account.  Should the customer locate the tracking information, we 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: [redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because:I wish to take back my acceptance of the companies (Dell) offer.  I just received a call from them, just after I accepted on your Complaint Site, stating that they could now only go to $50 credit.  They had already stated to me that they would bump it up to $100 just before I went on your site and accepted their offer, the $100 that I stated in the acceptance email. The principal of the whole thing is they signed/established a contract with me through the order confirmation stating everything that was to be included in the laptop I paid for and they did not uphold that contract and sent me a laptop missing the key graphic card component.  It is the whole reason I chose to buy that laptop because of all the items it had for a decent price.  If I were to go order that laptop now it costs $300 more than the one they sent me.  Plus, now they are going back on their offer to me…..
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The final resolution will in no way meet any of the requested outcomes provided in the initial complaint.  Working with Mr. [redacted] has deteriorated to the point that Dell was instructed to cancel the order and refund all charges to my Dell Preferred Account.  All correspondence in the course of working with Mr. [redacted] was copied to this Revdex.com office which I hope will remain a part of this complaint file.At this point, Dell has permanently lost a customer.  Even after the filing of the complaint, Dell had every opportunity to retain this order, but responded poorly.  However, I would request that this complaint remain open until the completion of all returns and refunds have processed and posted to allow confirmation no other problems will remain or arise.  There has been an incredible amount of effort wasted from the beginning of the initial order through the complaint process until now.  I do not wish the prospect to remain that a later complaint would need to be filed should these refunds not occur.
Regards,
[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 records show that a replacement monitor was delivered on April 9th, 2015 under FedEx Tracking#...

[redacted]. Our representative also followed-up with Mr. [redacted] 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 [redacted]@Dell.com, in case Mr. [redacted] has any further concerns regarding this case.   Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

The Dell representative is continuing to work with the customer regarding their concerns.  Representative, [redacted] will remain the customer’s point of contact until this matter has been resolved.  The representative can be reached directly by email at [redacted]

Complaint: [redacted]
I am rejecting this response because: Dell has called me X2 today. I've answered the phone both times and I've received no response back at all, nor any email back. The 1st call today was received at 1542 hrs on my phone but when answering the phone  I didn't get any reply back. The 2nd call I received today was only a few minutes after the 1st call with the same results - no reply. I did get a call from the Dell Government Headquarters yesterday. The lady I talked to stated that their office doesn't   handle these cases but that she was very interested in all that has happened and said that she would look into this problem for me. I told her that I had also sent copies to Dell Inc. in [redacted] and in [redacted]. I told her that the headquarters in [redacted] refused to sign the postal card that they got my letters. This same lady said that I should have heard from headquarters for any complaint, that she was also going to look into this for me too. She states that the techs/managers are supposed to forward any complaint to a representative in the US as requested by me and that they have never done this and was going to get looked into as well. So this is all I have for now.T
Regards,
[redacted]

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 a product return. Our records show that the credit...

has been posted to the original form of payment. 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. 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.

Complaint: [redacted]
I am rejecting this response because:
your technician showed up again today, however one of the parts he was given to replace a damaged piece on my computer (that your tech damaged) and has to schedule yet another visit to replace that piece. This is now 6 services calls without completing the job properly, with hopefully #7 being done successfully.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1) I was told that I could have a warranty on the replacement laptop and the same applications or better on my replacement laptop. Hence, the questions that Dell refuses to acknowledge today with confirmation of what I was previously told in chat sessions, emails, etc.;what is the laptop model how much will the warranty cost and what applications will be on the laptop.2) I have been asking them to identify the laptop model I will receive.  Dell refuses to answer that.  Despite the fact that the chat session below tells me that they will tell me the laptop model that will replace my laptop. Towards, that end I would like to know the make and model.3) I have been asking about the warranty.  The chat session below tells me that I can get a warranty. I want the warranty and I want to know the cost.4) I have an email from [redacted] stating that the laptop will be new.Below is the chat session with a Dell Representative that explains that I can get a warranty, the laptop will come with the software I purchased or better.  The chat Session ID is 62659625. 1:34:00 PM    [redacted]  First of all since the replacement parts are out of stock and your system is under warranty till 2014-04-04, we will have to issue a system exchange in such issue because we cannot replace the LCD which is out of stock. Now coming to your questions below:  1:34:24 PM    [redacted] Ans 1: The current warranty on your Studio XPS will be forwarded to the exchanged system.   1:35:59 PM    [redacted] Ans 2: On a studio laptop you can have a maximum of 5 years of warranty coverage, on the current studio you had it for 4 years already, so you can get only 1 more year of service agreement for the replacement and that can be done only after you receive the replacement laptop. After you get the replacement computer, you can contact us or sales team at ###-###-#### to order 1 year warranty.   1:38:49 PM    [redacted] Ans 3: The process of replacement works this way, First we create a system exchange which will be checked by the global dispatch team and according to the system availability they will tell us the replacement system model with the specifications. Now they will not give you a lesser configuration model than the one you have now. It will be a like system with same specifications and software or rather an upgraded unit which will have better hardware, processor, ram , etc. Hence once that confirmation comes, we shall contact you and let you know the same, If you agree to such configuration and if you are happy with the specifications, then we can process that system exchange for you which will be shipped out in 7-10 business days. In addition I have an email from [redacted] stating that the laptop will be new.In two other written communications with Dell, I was told the model that I would receive. This was before doing an exchange. I attempted to get clarification and confirmation on the model but to no avail. To date, my original questions have not been answered.  What is the model, what is the cost of the warranty. which applications will be on the laptop etc., etc.  The answers with the exception of the warranty cost, were provided in the chat session however, Dell has ignored it.
Regards,
[redacted]

Complaint: [redacted]
Like I said, what happened was because of repeated incidents of lying such that I can no longer trust anybody at Dell to provide me honest and sincere support, and NOT because any issue was resolved. At every turn I need to discern falsehoods from truth and I am sick of it. It has caused me mental distress as well as lost time. I will not name the individuals involved; each of you know who lied and who didn't. I stand by the statement I made last time.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
They are 'being' purposely vague about product availability issues. A) The dell outlet website has a 'live' shopping cart, that 
is, when you select an item and add it to your cart, no one else can select that item until your cart expires or you checkout. So their website to product inventory integration is very tight, your order and receive the exact item with the exact configuration as it appears on the site, there is no way for multiple people to buy the same item, unless more than one is available. This was not a price mistake, or a limited quantities special deal type of situation, but a widely advertised black Friday campaign. ( I have the campaign email still, if that would be useful)B) On Friday, they had cancelled my order, after delaying it for a month (with 0 communication btw), I called back the following Monday, because I can see the exact same item available on the website. We're talking same exact item, same exact configuration, same exact item number. I told the rep on the phone, that their 'inventory availability' is very suspect since I'm looking at the item being in stock right at this moment, albeit at the no longer discounted price. I asked that he just 'reactivate' my cancelled order but to no avail. C) After the rep told me he cant reactivate my order, he said he can give me a 10% discount code. Which I immediately rejected, after a long and frustrating conversation, he eventually relented and told me to place a new order and then call back to get a price adjustment, which he said would be no problem because he would leave a note on the file. He lied, and never left any note,  he was just trying to get rid of me. I never agreed to a 10% discount. It begs the question as to why I would need to call back in the first place to get a 10% adjustment when the rep just offered the 10% code I could have applied to my new order right away. That's because I never agreed to such a blatant bate-and-switch tactics, trying to get me to pay 25% more than we originally agreed. What an amazing coincidence, this new order, for the exact same item, seemed to have no availability issues when ordered at the regular price, and shipped very expediently two days later. D) The resolution representative that called after this Revdex.com complaint, made absolutely no effort to resolve the problem.  Gave me the same some half-hearted apologies and said they will 'honor' the 10% they promised me. Except no one ever promised me 10%, one of their reps tried but I'm not going to be scammed into at 25% price hike like that. What I was promised TWICE, once when I placed the order and clicked 'I Agree',  and then  the second time when the rep promised a price adjustment, was that Dell would honor their advertised price. Seriously, its downright insulting to be lied to like that, while being apologized to. Its very said, and a bit funny, how low of a regard  Dell holds its customers and Revdex.com's complaint process. When I called to request a return label, they offered me 15% discount if would keep it. That's right, 5 hours on the phone, cancelled orders, a Revdex.com complaint, and the best I got was 10%. But as soon as I wanted to make a return, without any prompting the rep offered me 15%. I refused naturally. Plenty of other computer manufacturers around.Dell BAIT-AND-SWITCH tactics are still as active today, as when they got sued and lost (err settled) for BAIT-AND-SWITCH tactics in 2009.Regards,[redacted]P.S. Thanks for the attempt Revdex.com, at the very least, even if nothing came of it,  this last time I didn't have to wait on the phone for two hours and they actually called me.