Dell Inc

Dear Revdex.com,Our records indicate that the customer has received the system back from the depot but continues to receive a fatal error message.   The representative has offered a refurbished exchange system under the terms and conditions of the hardware warranty.  We ask that he contact the representative at [redacted]@Dell.com for any further assistance she may need regarding this matter.SincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

A Dell representative contacted [redacted] and is working with him to achieve an amicable resolution for his concerns. Product return is being processed. Our representative may be contacted directly via e-mail at [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.  Our representative reports the customer has now received their gift cards.  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.

A Dell representative is working with [redacted] to achieve a resolution for his concerns. Our representative may be contacted directly by e-mail at [redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted]. A Dell representative contacted the customer regarding the issues described in her correspondence. Our records indicate the system has been delivered and the customer verified...

receipt. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her 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,  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 denied the customer’s request for a refund due to the system being out of the return period and denied an exchange due to the customer reporting the system is now working as intended.  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.

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 for the time being.
Even though the Dell web site is misleading. The warrantee that I read stated: "90 days Premium Phone Support + 1 Year In-Home Service after Remote Diagnosis". I still would never buy a Dell again due to my experiences.
Regards,
[redacted]

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].

Complaint: [redacted]
I am rejecting this response because:I am not accepting the resolution which was offered because no where does the company Dell accept any responsibility or to make right by the pricing error.  I do not wish the case closed because Dell has not fairly addressed the problem and should not be marked as a positive resolution with the Revdex.com.   The company wishes to close this case with no responsibility or any kind of customer care responsibility.  An offer to return the product and a $50.00 credit isn't a fair resolution to the overage charge that was placed on the speakers.   
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms. .[redacted]. A Dell representative contacted the customer regarding the issues described in her correspondence. Our representative explained the customer’s account is on hold...

because our records indicate the customer’s original system has not been received by Dell. Our representative offered to assist the customer; however, the customer has declined to provide any tracking information or discuss the situation.  Our representative remains available and may be contacted directly via email at [redacted]@Dell.com.  We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience. Sincerely, Executive Support TeamIncident ID: [redacted]Dell Inc.

Today’s Date: 01/29/2015Dear 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 customer...

has informed the agent they do not want any calls from Dell. 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 speaking with the agent.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 contacted the customer regarding the issues described in her correspondence. Per the status of the system warranty, which expired April 4, 2014, our...

representative denied the customer’s request for a system replacement and out of warranty service is no longer available for this model. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experience. Our representative remains available and may be contacted directly via email at [redacted]. Sincerely, Advanced Resolution GroupIncident 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].

Complaint: [redacted]
I am rejecting this response because:
Dell states that it takes up to 45 days to stop their marketing mailings once they have already sent the addresses out. However, I have be asking them to take me off the mailings for over 1 yr and I keep getting stuff. I want a confirmation via this email thread that I have been removed from all of their lists.
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 confirmed the credit which will reflect on the next billing statement.   We remain available to assist and ask that the customer contact the representative [redacted] SincerelyAdvanced Resolution GroupIncident[redacted]Dell Inc.

Complaint: [redacted]
I am rejecting this response because: I expected Dell to either deliver the tv or provide a suitable replacement, they offered neither. I am unsatisfied
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I already knew dell was going to feed me crap. I thought your office would help me expose the fact that they are making computers of bad quality and then dont support the warranty. they want me to buy a warranty for a computer they acknowledge they failed to fix. can this office truly help me or am I just wasting more of my time trying to expose a bad business practice. I thought that was what this website was for. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: From: [redacted] [mailto:t[redacted].net] Sent: Monday, March 09, 2015 7:33 PM To: info Subject: Complaint ID: [redacted] Importance: High Revdex.com, The complaint has not been resolved and my contact with [redacted]@Dell.com was less than pleasant; he wouldn’t let me give him the problems that had occurred and was so rude to mean I finally asked him “Is there something that I’ve done that you’re speaking so mean to me?” He said he was sorry that as not his intent and then he went on to say that he is only obligated to find the problems and correct it; he isn’t concerned about what happened and he said that they would not  allow me, given the problems I’ve had, the have any contact with their Level 3 escalation team; that is not allowed.  Furthermore while the escalation teams response time is 48 hours per contract they did not respond in that time; Mr. [redacted] tried to tell me that they would not respond now that he had advised them that he had taken over which I understand, however (and he would listen to this nor did he care) prior to his involvement in my case the level 3 folks, required to respond in 48 hrs., did not respond.  I told him I was waiting for them to call me; I had received the new dock port replicater and wanted them and now he to assist me with making sure it and my system was set up properly. He said that was not his job, he did not deal with software issues, he only was there resolve the problem. I was to call Basic support to assist me, wait for 15-20 minutes, go over all the same problems already memorialized in my file, have a person poorly trained (so it seems to me the customer) walk me through a book of algorithms saying every so often “please give me two minutes to check this out, I will put you on hold” and not return to the phone for  5 or ten minutes later?   He said yes, that is what I had to do. I asked him if there was someone else I could speak with because I felt he was clearly irritated with me. He said “there is no one else.” So I said, There is no one that you report to, no one else that we could have this problem reassigned to because for some reason you’re irritated with me, with the problem or are on a bad mood in general or whatever. He said there was not; the problem would not be reassigned to someone else; and, he would not get his supervisor on the phone.  Of course my request further inflamed his already poor, irritated, mean speaking attitude.   Because it was time for him to leave his shift and my new dock was not set up(as I was expecting the Level 3 to respond to me per agreement) he told me to notify him Monday what the best time for him to call me would be and he would call at that time (his 3/5/15 email said the same).   On 3/9/15 around 7:30 AM I notified him that 11:00 AM would be a good time to call me.  He never returned the call and finally at 3:30 PM 3/9/15 he responded with an email indicating “Thank you for your e-mail. I am sorry I was not able to call you today as per your request because of my schedule. I will call you tomorrow between 11am -1pm CST. Kindly reply if you want to reschedule.”  I have not responded to Mr. [redacted]’s email. Due to Mr. [redacted]’s lack of concern and attitude toward me, and my following his verbal and email instructions to the letter, it resulted in his not returning my email via a call at 11:00 AM, as his email on 3/5/15 indicated, I respectfully request another individual be assigned to work through my ongoing problems instead of Mr. [redacted]. Clearly Mr. [redacted] and I, for a reason unknown to me, got off on the wrong foot, he was having a bad day, was overworked or whatever was clearly wrong, please reassign this case to someone who is interested in understanding the problem and insuring its resolution so this problem doesn’t continue to re-occur.  1)      My request to receive all written documentation and taped correspondence (written documentation, at the least) of every phone call I’ve made to any Dell repair phone number, even though, by their own admission, they have this written information in their records, I have not received this information as I requested.2)      They have refused to provide me with any phone number that would get me to an individual to assist me where I don’t have to go through an hours’ worth (this is not an exaggeration – go to the taped or to the time lapse call start and call stop that will show this fact) of a person going through all sorts of maneuvers before they finally escalate my problem to another tier or level. There have been too many missteps to expect me to wait in line ever time this problem occurs, which has happened several times now. Mr. [redacted] claims the contract only allows for this; that’s all that’s promised in the contract. When you the Revdex.com leave me a message related to this Complaint, is there a way for me to send a reply or answer to you? I did not see a way to reply to the message you (Revdex.com) sent me. Thank you, as I mentioned, the problem remains unresolved, the items I requested to receive have been refused me.Regards,
[redacted]

A Dell representative recently contacted Ms. [redacted] and is working with her to achieve an amicable resolution for her concerns. Depot service has been completed. Please have her contact our representative directly via e-mail at [redacted] to confirm resolution.

Today’s Date: 03/05/2015Dear 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. The customer states technical...

concerns with their Dell unit. At this time the agent has advised the customer that the warranty expired on 4/22/13 and there would be a cost associated with any repairs. The customer has declined to work with the agent if a free repair is not an option. 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 opting to pay for the repair.Sincerely,Executive Support TeamIncident ID: [redacted]Dell Inc