Dell Inc

Complaint: [redacted]
I am rejecting this response because: after replacing the touch pad to a refurbished one by 12 days, the touch pad problem occurs again. I only want to get my money back!!
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. Our representative explained the terms and conditions of Dell’s limited hardware warranty which...

dictates that software issues are not covered under the warranty. As a onetime goodwill gesture and in the interest of customer satisfaction, our representative offered technical assistance; however, Ms. [redacted] elected not to accept our offer of assistance. Please note that due to our 21 days return policy, her request for 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 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.

Today’s Date: 11/06/2014
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]l, to address the contents of their correspondence. The...

customer states a motherboard issue on their out of warranty system. The customer is requesting the unit be repaired at no cost. At this time the agent has advised the customer that the system is a year outside the warranty period and a free repair is not an option. However, the agent has offered a 10% discount on a new unit. The customer has declined this offer. 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 other questions or concerns.
Sincerely,
Executive Support Team
Incident ID: 29783037
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.
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 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 authorized a refurbished exchange system.  The representative followed up and confirmed receipt and system is working as designed.   We remain available to assist and ask that the customer contact the representative [redacted]@Dell.comSincerelyExecutive Support TeamIncident[redacted]Dell Inc.

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr. [redacted]. A Dell representative has attempted to contact the customer regarding the issues described in his correspondence; however, the customer has not responded to multiple contact...

attempts. Our records indicate the credit has been applied to the original form of payment. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience. Our representative remains available and may be contacted directly via email at [redacted]@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: [redacted]Dell Inc.

Dear Revdex.com,Our records indicate the representative [redacted] followed up with the customer in regards to her concerns.    We have explained several times to the customer for privacy issue she is going to have to click on the password reset link to request a new password before she will be able to access her account.  We request the customer contact the representative at  [redacted] for any further assistance he may need regarding this matter.SincerelyAdvanced 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] informed the customer her warranty ended in May, 2013, and an exchange is not possible at this time due to the warranty being expired.  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: 12/08/2014Dear 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 they...

wish to return their order. At this time the agent has processed the return and is pending the unit to arrive at Dell. However, as required by the Revdex.com, a final response is being submitted today. 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 should their be any questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] Stated from you: We have no record of the customer contacting us within the first 30 days of purchase. If the documents I sent personal to those named as well as sent to the Revdex.com to forward were reviewed as well as going through Dell Teams mail servers you can confirm the emails I sent as coming from and between your employees and I which confirms and supports the FACT that I did contact Dell way before 30 days of purchase, basically within hours after use and even waited 24 hrs to see if it would resolve its self before advising your employee and his supervisor no a refund or even swap was requested/needed.

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 apologized for the problems. The representative has offered to capture the system to bring into the Dell Lab. The customer has requested a week to test the system. The Dell representative will continue to work with the customer until a final resolution is determined. We remain available to assist the customer if there are any further concerns the representative can be reached by email at [redacted]@[email protected] Advanced Resolution Group Incident [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,  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.  Our representative informed the customer that the computer is being shipped to an APO/FPO address by the USPS and Dell has no control over the amount of time that takes.  Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted].  Dell now moves to close this matter regarding Incident ID: [redacted].   Sincerely,   Advanced Resolution GroupIncident ID# [redacted]Dell Inc.

Dear Revdex.com,Dell representative has followed up with the customer we have agreed to send a new exchange system.   The customer is aware that he will need to drive the old system to his US address so that the exchange can be shipped to that address.  The customer will also return the old system and the warranty will be moved to the new service tag.  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.
Regards,
[redacted] And [redacted]

Dear Revdex.com,Thank you for providing a copy of the customer’s submission.  Customer expressed dissatisfaction with Dell service and support and wants his computer replaced with a new computer.  We regret any dissatisfaction he may have experienced and appreciate the feedback...

provided.  Dell records indicate the customer purchased a refurbished computer from Dell and, by policy; any replacement exchange dispatched would be a refurbished computer.  Since the date of the complaint, a Dell representative offered to process a system exchange or, for customer satisfaction reasons, a Return Authorization for a refund.  The customer declined these options and his request for a new computer was denied.  We remain ready to assist the customer within the terms of Dell’s Limited Hardware Warranty and our other policies.  Should he reconsider and want to accept either of the representative’s offers, we ask that he contact the representative within ten days from this response at [redacted]@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Dear Revdex.com,Our records indicate the representative [redacted] followed up with the customer in regards to his concerns. The representative explained that Dell Financial is in the middle of clearing his account and it can take 2 to 3 weeks for a check to be issued. The representative reassured the customer he has been in contact with Dell Financial they have confirmed the credit is being posted to the account.  We request the customer contact the representative at  [redacted]@Dell.com for any further assistance he may need regarding this matter.SincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

Complaint: 10307749
I am rejecting this response because:
There seems to be a misrepresentation of the products for sale on the Dell Outlet website.  I have been told NUMEROUS times by many people that "Scratch and Dent" is the same as "Refurbished".  It is my understanding that if I were to purchase a vehicle in a "Scratch and Dent" sale I would assume it was "Scratched" or "Dented" and I would not understand that to be a vehicle that had been disassembled and reassembled in repair or to have been pre-owned.
The most common representation of this is known as "Bait and Switch", an advertised product is sold and an inferior product is delivered in place of the advertised product.
The exterior of the box indicated a "Scratch and Dent" however the interior product indicated it was "Refurbished", the Dell representative cites that these designations are one in the same.  The Dell website distinguishes "Scratch and Dent" over "Refurbished" during the sales purchase process, so there is conflicting information over what product is represented and what product is actually delivered to the consumer.
The laptop, regardless, is on the way back to Dell for a full refund because the product does not work properly.  The original repair did not remedy the condition of the problem for the first customer and it was still broken when it was shipped to me.  The product touchpad did not work properly and at this point in the life of the product would have been repaired twice.  Certainly, a person can understand why I would not want to "Exchange" the product for another product that had been classified similarly or repaired similarly.  This prompted my decision that a NEW laptop would have been the only possible accommodation and considering the condition of the new laptop I viewed at a local store and the laptop sent to me, I determined that the touchpad may have a defect overall and would ask for an extended warranty beyond the normal warranty as a good faith gesture for the amount of hours I have spent in the entire process of working with the laptop to determine its failure as well as my attempts to work with Dell Customer Service and Technical Support team.
Regards,
[redacted]

Dell representative [redacted] is attempting to follow up with the customer but has not received a response.    The representative can be reached directly by email at [redacted]

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 processed a replacement gift card and the customer verifies...

it has been received. 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.