Dell Inc

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

Complaint: [redacted]
I am rejecting this response. I made a complaint against Dell Financial Services. However, I was not contact by a representative of Dell Financial Services. I was contacted by a representative of Dell Computers. He had no authority to make any decisions and was only a middle man to go between me and Dell Financial Services. He offered to refund only 1/4th the requested amount. Dell Computer and Dell Financial Services refuses to provide customer service to their customers.
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 onetime gesture of goodwill and in the interest of customer satisfaction, our representative...

processed 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 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.

Complaint: 10354967
I am rejecting this response because: I still feel that the product was of poor quality and their offer to fix it at my cost was all that they offered.  
Regards,
[redacted]

Dear Revdex.com,Our records indicate the representative has attempted to follow up with the customer several times with no response.   The hardware warranty does require troubleshooting.  Since the issue has not been resolved the representative is attempting to reach the customer to offer a refurbished replacement under the terms of his warranty.   We ask that the customer contact the representative at [redacted]@Dell.com for any further assistance she 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 submission.  We regret any dissatisfaction the customer may have experienced and appreciate the feedback...

provided regarding this experience.Dell representative [redacted] contacted the customer explained that both credits have posted back to the credit card.  The representative apologized for the problems and explained that the ink she sent by accident was destroyed when it was received in.  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 [redacted]. A Dell representative contacted the customer regarding the issues described in their correspondence. Our representative assisted the customer in opting out of direct mail ads and our...

privacy team has confirmed the status. However, the customer may receive one or two more which have already been processed.  We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding their Dell experience. Our representative may be contacted directly via email at [redacted]. Sincerely, Advanced Resolution GroupIncident ID: [redacted]Dell Inc.

A Dell representative is continuing to work with [redacted] to achieve an amicable resolution for his concerns. Unit was sent to depot for service. Our representative may be contacted directly via e-mail at [redacted].

Complaint: [redacted]
I am rejecting this response because:1.  It took nearly one month to resolve this issue.  2.  I spend lots of time in online chats, on the phone, all this time getting promised to be put on "high priority,"  getting constantly transferred from one rep to another, all of this without the issue being resolved.3.  When I finally spoke to the sales rep who did place the order, he tried to sell me a more expensive system, and I had to yell at him before he sent me a reasonably priced quote.  Conclusion: HORRIBLE, HORRIBLE customer service / sales experience.  Lots of moral suffering and stress, and lots of time wasted.  Some form of compensation should be offered by the business.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Dell response does not address any of the concerns I raised.-The laptop was purchased from an authorized Dell reseller. -The reseller does not sell Dell's warranty.-There was no grace period offered by Dell allowing there warranty to be added. They will sell you a warranty but instead of the $99 listed on the web site, the price jumped to over $400.00 -There resolutions desk when I phoned in and attempted to talk to them for the third time refused to transfer the call to a supervisor.My personal experience tells me Dell cares little to nothing for customer service. I strongly regret purchasing there product for these reasons.
Regards,
[redacted]

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.
The credit has been issued please close complaint.
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 declined the customer’s request for a refund due to customer induced damage found on the computer.  [redacted] did offer a discounted price on an out of warranty repair, but the customer declined.  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,  
 
Executive Support Team
Incident ID# [redacted]
Dell Inc.

Complaint: [redacted]
I am rejecting this response because:The type of warranty I was wanting to purchase was not offered to me at Best Buy.Dell allows to act Best Buy to act sell its products as an authorized reseller, and in doing so should be responsible for the resellers. I had my laptop for only a few days when I asked to purchased the in home warranty service. Normally consumers are allowed a grace period to change there mind or add a service with out being price gauged.  I would understand a responsible increase in the fee, but to jump from $99 for two year warranty to over $400 for 1 year in completely unacceptable.  The person I spoke with dell told me she was not in a position to do anything. I asked to speak to someone with more authority and that did not happen.  There is no resolution, customer service or good will apparent at Dell. 
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 confirmed with the customer a refund has been processed and will reflect in the customer’s next billing cycle.  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 submission.  Customer expressed dissatisfaction with Dell service and support and wants his computer repaired.  We regret any dissatisfaction he may have experienced and appreciate the feedback provided....

 Dell records indicate the customer’s computer was purchased during 2011 with a one year warranty and that no covered issues were reported prior to the warranty expiration during September, 2012.  Since the date of the submission, a Dell representative contacted the customer to discuss his concerns.  Our representative told the customer that Dell would be unable to assist with the requested support due to the age of the system and, for customer satisfaction reasons, offered to process a discount to the out of warranty repair charges.  The customer declined this offer.  Should the customer reconsider and want to accept the representative’s offer, we ask that he contact our 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.

Complaint: [redacted]
I am rejecting this response because:Dell continues to participate in inconsistent business practices where they will fix the same problem for free for some, at a discounted rate for others, and at full price for the rest. There is no rhyme or reason as to how they approach this issue (Dell has admitted this is a known problem), regardless of warranty status. Their official website has a forum that clearly states accounts from customers who received free fixes out of warranty. Inconsistent treatment is unfair and has no place in this world. If the decisions to fix and not fix are being made on some basis, such as how much money a client has spent, or worse, demographic information, that would be extremely damaging.I would like this complaint to be seen by all current and potential Dell customers so that they may see the poor customer service being given. I will never again purchase Dell products.
Regards,
[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. Due to the out of warranty status, our representative respectfully denied...

the customer’s request for the product key to be provided without charge. Out of warranty, fee based service is available to the customer. 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]_[redacted]@Dell.com. 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 contacted the customer regarding the issues described in her correspondence. Our representative dispatched a return for credit and 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 her Dell experience. Our representative may be contacted directly via email at [redacted]@Dell.com.
 
 
Sincerely,
 
Executive Support Team
Incident ID: [redacted]
Dell Inc.

Complaint: [redacted]
I am rejecting this response because:Dell, Inc., through its designated representative [redacted], continue to absolve themselves of any impropriety or responsibility in regards to my complaint, and in every reply continue their avoidance of addressing the 'base issue' on which my complaint exists. A brief synopsis: I purchased a product from Dell in good faith, giving full value, expecting full value in return. The product was/is a defective lemon. This issue is not a 'one-time isolated anomaly'. It is based in truth and in fact. Cheaply constructed inferior components were used in Dell PCs during this era establishing direct causal evidence with their extremely high failure rate and shortened duty cycle. This is common 'man-on-the-street knowledge', not some out-of-the-blue spin-doctor-fantasy-story based on a get-something-for-nothing revenge agenda. Dell at one time 'used' to build and sell PCs that routinely had life cycles of 15-20 years. I happen to own a Dell PC that is 19 years old and still works great. I live in 'Realville'. Dell, Inc. seems to be located in an alternate universe where up is down, wrong is right and fantasy is fact. My resolution continues unchanged.  
Regards,
[redacted]

Complaint: [redacted]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. But I also understand their stand.When I bought the camera package (Nikon D3200 body, 2lens, bag and 16 GB SD card), I agreed to pay the price of $317 + tax.[redacted] (from Dell) told me that they do not have that camera package in stock, but the camera with with different color and different package.I see they have similar package: for $496 (note this package is same package above without SD card)[redacted] offered with the price $496+tax, and offered 5% discount. The price difference between what I accepted to pay ($317) and what they offered ($496 -5%) is over $150  different. I would not want to pay more money for the product. So, I kindly declined the offer of $25 discount (5%). If Dell can not respect the price ($317 @ 12/17/2014 at the time of my purchase) when I bought the item/package, I understand. I am okay with their stand but I am dissatisfied.I appreciate Dell calling me in this regard.Thank you very much.
Regards,
[redacted]