Dell Inc

Complaint: [redacted]
I am rejecting this response because: Dell keeps indicating that the customer not responding.   I have a special need at home and informed them to call me at different times (see email attached) but they never contacted me.  [redacted] has already talked to me about 4 weeks agao and informed me that I needed to contact Dell to return the laptop.  The package was never open and I told him that I would not be calling Dell after so much insults (hanging up and spending hours on the phone to get the rep) and asked him to arrange for return.  [redacted] refused my request and kept telling Revdex.com that he couldn't reach me.  I finally send him another email (See attached) asking what he really wanted to talk, especially after refusing to arrange for return.  Finally, [redacted] called me on Jan 07th and agreed to arrange for return.  This was what exactly I requested a long time ago and Dell refused immediately after sending the laptop.  Now, they are saying that Dell agreed for return after return period.  I feel very insulted with Dell's response to Revdex.com indicating that I was lying.  I asked [redacted] how come this return is possible now but not possible when I asked right after receiving the laptop.  I have never experienced such a nightmare with any other business.  Dell has wasted so much of my time and insulted me by indicating that the customer is not responding and lying.  I will not be purchasing a single item from Dell in the future and I informed to all of my family and friends.
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 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 expedited the exchange for the customer and the customer has now received it.  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,
Our records indicate the representative [redacted] followed up with the customer after troubleshooting authorized an onsite tech to replace parts. Once the onsite has been completed the representative will follow up to confirm all issues are resolved. We request the customer contact the representative at [redacted]@Dell.com for any further assistance he may need regarding this matter.
Sincerely
Advanced Resolution Group
Incident
[redacted]
Dell Inc.

Complaint: [redacted]
I am rejecting this response because: I have a probelm with the order that was made.  I have emailed <[redacted]@Dell.com, [redacted]@Dell.com, and just a few minutes ago I emailed [redacted]@dell.com   .  This issue has been ongoing for a little over a week.  This is beginning on being an ongoing problem.  I have been a loyal customer of dell since 2008, I have a dell preferred account as well.  Due to this issue, I will have to strongly consider if I will continue to shop with dell.  This is poor customer service.  Specifically the issue now is with the order [redacted], all preorders with this order the retailer is responsibility for providing a game code for a special feature with the game.  This was not included. 
Regards,
[redacted]

Dear Revdex.com,Dell representative [redacted] followed up with the customer and offered a second replacement system.  The representative reviewed the specifications with the customer.  Our records indicate the system has been shipped and tracking information has been provided.   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.

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]

Complaint: [redacted]
I am rejecting this response because: I have wanted to wait until a week or more to make sure that the issues were taken care of before closing this case. It appears that the prior problem still exists, along with some new issues. All I want is to have a good working computer.
Regards,
[redacted]

Dear Revdex.com,Dell representative Satish has followed up with the customer and explained after further review we will honor the point of sale price for the extended warranty.   The representative explained for the customer to purchase the extended warranty and provide the order number.  The representative will than process a credit back to the original form of payment for the differences.  The representative can be contacted by email at [redacted].SincerelyExecutive Support TeamIncident[redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because: per the email from Dell we were promised a new tablet. I attached the email to my last rejection. I have discussed the matter with [redacted] and do not like being promosed a new tablet for all the trouble and then having [redacted] tell us that we will not be receiving a new tablet. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] **

Dear Revdex.com,Our records indicate the representative followed up with the customer on 4/23 Thursday as requested  at that time the customer stated they only wished to communicate via email.  At this time the representative has not received any further communication and has also attempted to follow up with voice messages.  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:The computer is still causing major problems and they won't agree to even speak with me until I'm back in the US?  As I've explained I travel constantly which is why I have a laptop and clearly this is a faulty one and a worthless piece of equipment. At this point I demand to have my money back and be compensated for my time.   They waste more time in causing more problems.   They should be shut down in my opinion!!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The original purchase date was for the original Computer. This is a replacement because that computer was defective. I have had several system replacements this was never the case. This response has nothing to do with the fact that a battery on a brand new computer not even six months old has stopped working. This complaint has to do with your product that you have sent as a replacement is defective as was the one originally purchased. This is not  a negotiation, I have told you what I want to be done, and I think that is very fair. 
Regards,
[redacted]

Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms. [redacted]. Due to high cost for printer repairs, she decided to place an order for a new Printer and Toner. Our representative 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 e-mail at [redacted]@Dell.com, in case Ms. [redacted] has any further concerns regarding this case.  
Sincerely,
Executive Support Team
Incident 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 refund.  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 subsequently verified that a full refund has been processed to the Visa used for the original purchase.  The customer should see this reflected on her Visa account within 3-5 business days.  We ask that she 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 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 continued techncial concerns with a second unit. At this time we ask the customer to continue working with the representative assigned to the case in order to come to an amicable resolution. The agent assigned is the single point of contact suited best to address any further concerns. 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] who is ready to assist.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc

Complaint: [redacted]
I am rejecting this response because:Their actions did not resolve the problem. While the system's wifi is working better, the connection/signal drops often and struggles to connect unless within very close proximity to a router. I am requesting that Dell either replace the internet card or provide us with a computer that works properly.
Regards,
[redacted]

Dear Revdex.com,Thank you for providing a copy of the customer’s submission.  Customer expressed dissatisfaction with communication and processing expectations for a refund.  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 discuss his concerns and, for customer satisfaction reasons, processed a Return Authorization.  A full refund for the customer’s computer has since posted to the customer’s Dell account and he should see it reflected on his next credit card statement.  We ask that he contact our representative at [redacted]@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc.

Thank you for providing a copy of the customer’s correspondence. A Dell representative is working with Mr. [redacted] to achieve a resolution for his concerns. Our representative may be contacted via e-mail at [redacted].

Today’s Date: 11/05/2014
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 his order was canceled without permission. At this time the agent has attempted to reach the customer in order to address his concerns. However, the customer not responded to the agents inquires. 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 Team
Incident ID: [redacted]
Dell Inc