Dell Inc

A Dell representative is continuing to work with [redacted] to achieve an amicable resolution for his concerns. Product return is still being processed. Our representative may be contacted directly via e-mail at [redacted].

Complaint: [redacted]
I am rejecting this response because: I asked for an English-speaking representative based in America.  Instead, I was connected to an overseas rep and found a language barrier and belligerance from someone based in India.  I am NOT giving remote access to my computer to someone in India who can't even tell me his title or credential.  At this point, I need to speak with a customer retention or representative of the Office of President, as this company is continually to be unhelpful, unprofessional, and unethical.  
Regards,
[redacted]

Dear Revdex.com,Thank you for providing a copy of the customer’s follow-up submission.  Customer expressed dissatisfaction with Dell service and states he never received the Windows operating system and objects to backing up his data and Dell’s offer to replace his hard drive.  We regret any miscommunication which may have occurred and appreciate the feedback.Dell includes the Windows operating system on computers at no additional cost so that the computer can function as designed.  Without the operating system, a computer would be unable to boot up or operate.  Over time, the operating system software can become corrupted by other software or applications and may need to be reloaded.  Under the Terms of Sale messaged throughout Dell’s web site where the original order was placed, it states that it would be the customer’s responsibility to back up all existing data, software, and programs before receiving services or support, including telephone support.  Dell is not responsible for lost data or software as indicated in the terms and conditions of Dell’s Limited Hardware Warranty.  It is the customer’s responsibility to safeguard any data or software through periodic backups as Dell cannot warrant that the operation of any Dell product will be uninterrupted or error-free.While it is not required to back up data prior to reloading an operating system, when the customer called to obtain service, as a courtesy, he was reminded it would be necessary to back up his data prior to reloading the operating system or replacing the hard drive as his personal data may be lost.  Should the customer still want assistance, we ask that he contact our representative 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:In my initial order placed 12/6/14, I applied holiday discounts on the Alienware 17 laptop and accessories that totaled over $800.00 reducing my cost to around $2200.00.  I asked and was rejected during negotiations for a new computer to apply these discounts which at the present time are not available.  The Dell representative, Gerard [redacted], contacted me on 1/16/15 and offered only a 5% discount on my current order which would be around +/- $150.00.  This is nothing in comparison to the price of my previous order nor the discounts that were applied to which I rejected.  I also sent emails on (3) separate occasions to customer services via the Dell website to which the reply was someone would contact me within 2-4 business days.  I was never contacted by anyone.  These were sent Jan. 5, Jan. 6 and Jan. 8 and  I also filed a formal complaint via the Dell website, "Repeat or Unresolved Incidents" on Jan. 12 again with the reply someone from customer service would contact me within 2-4 days to resolve this issue to which I have never been contacted nor has a reply been sent on any of these instances.  During my call on 1/7/15 a Dell customer service representative said a quote had been prepared ahead of my call.  She read the quote to me, but would not send it to me so I could verify that this quote matched my original order.  She said it was against policy to send me the quote.  I was not going to purchase items without verifying the specifications.   Please let it be known also that I contacted Dell on 1/6/15 to cancel my entire order.  I asked that the money I had already paid be returned to me via check or reversed on my card.  Again, this was denied.  Dell would only let me cancel my order and in return add credit to my account.  I was clear and concise that I did not want credit, I wanted the money, "Returned to the pocket it came from" to which Dell would not return it.  This left me with a chill pad, carrying case, mouse and other items that I could not get a refund for if I returned therefore forcing me to have to re-order the Alienware 17 at the current cost to get my son his Christmas present.  I was still receiving texts from Dell up to 1/3/15 telling me that my order had been delayed until 1/15/15.  I have the texts to prove it.  No mention of cancelling it.I was also told by [redacted] via chat ID [redacted] on a 1/8/2015 @ 8:37:54PM that the current order I received would contain a Blue-ray dual layer r/w optical player to which this Alienware 17 laptop does not contain.  I clearly asked that my understanding of the order be verified to which he did.  This order is missing the Blue-ray player.Based on all of these errors on Dell's part, I consider my request valid and in good faith.
Regards,
[redacted]

Complaint: [redacted]
I did receive my products on Wednesday, of course I filed complaint on Monday, dell shipped Tuesday overnight for me to receive on Wednesday.  I was contacted on Wednesday evening by Dell before I got home from work asking if I had rec'd my printer cartridges, as I stated to Rep I was not home yet but if they were shipped then I should have and told him he could call me later after I got home to verify of course he did not call me.  His attempt at an Apology was weak at best, he could not even tell me why I had such a problem or if Dell would make changes so I would not experience this problem again.  On Friday I receive a call from another Depp Rep, a lady verifying that I had received printer cartridges, I told her yes and when I questioned her as to why Dell cashed my check on Nov 24, 2014 and did not get my printer cartridges until 1-7-2015, just 2 days after I filed a complaint with the Revdex.com on 1-5-2015.  She tried to cover up and tell me my order was entered on 1-2-2015 and yet the date of 1-6-2015 was on my order slip which I called her hand on. Again very poor apology and I even told her is was horrific how Dell treated me, took my money and then sat on it until I finally filed a complaint with Revdex.com. I closed with the Dell did not offer an explanation of what happened, no future discount coupons or even an extra printer cartridge thrown in for my inconvenience, she replied she would talk with her Supervisor and get back with me, of course I have heard nothing back. Typical of Dell Customer Service Performance. I am rejecting this response because: Apology is weak, without any real concern or sympathy towards me the Customer and the inconvenience that I endured.
Regards,
[redacted]