Dell

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 correspondenceOur records indicate no charges for additional warranty and our representative requested more information from the customerOur representative remains available to assist the customer and may be contacted directly via email at [redacted] @Dell.comWe 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

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***- [redacted] A Dell representative contacted the customer regarding the issues described in their correspondenceA replacement drive has been dispatchedWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding their Dell experienceOur representative remains available and may be contacted directly via email at [redacted] @Dell.com.Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:I do not believe that Dell has responded to my complaint that their "Support System" is brokenThere is no indication that they wish to change the glaring faults described again in my most recent email to them Regards, [redacted] ***

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative informed him that his Dell system limited hardware warranty expired on February 27th, Our representative also explained the terms and conditions of Dell’s limited hardware warranty which dictates that software issues are not covered under the warranty However, as a onetime goodwill gesture, our representative provided technical assistanceHis request for an onsite service and free warranty extension was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further questions regarding this caseSincerely,Executive Support TeamIncident 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 replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate the computer was purchased from a third party so a return to Dell for a refund would not be an option Dell does not provide exchange computers for software issues or potential future hardware failure Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues Our representative was unable to diagnose any hardware issues and provided assistance with the software issues reported by the customer Our representative has attempted multiple times to follwith the customer to verify that his issue was resolved To date, there has been no response by the customer to the follcontact attempts 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

Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants a refund or free warranty extension for laptops We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records do not agree with the customer’s description of known issues related to this Dell model As the records indicate the computers were purchased through a third party vendor, a refund from Dell would not be an option Dell does not provide free warranty extensions based on potential future issues a customer may experience however the customer may have the option to purchase warranty extensions Since the date of our last response, Dell representatives have assisted the customer under the terms and conditions of Dell’s Limited Hardware Warranty Our representatives remain available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative informed him of the terms & conditions of promotional Gift CardsPlease note that there is a limit of promotional cards per customer for personal computers sales and limit of promotional cards per customer for electronic & accessory sales[redacted] His request for additional gift cards was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc

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 correspondenceDell specific information could not be provided by the customer, to investigate the issue and no records of an order were availableOur representative, as a onetime goodwill gesture, offered the customer a credit against a new order, if the customer wished to pursue the purchaseThe customer declinedWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at [redacted] Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: Unfortunately, after having a computer tech un package and attempt to install the new printer it too does not work The tech recommended I demand a full money back and/or insist that Dell send one of their techs to my house to review the issues I have sent an email to the Dell Representative, this am and waiting on a response from him as to what his course of action will be Trusting he will be more co-operative than in the past I've been trying to get a printer, that works since the first week of May ' This I'm not satisfied about, for sure Regards, [redacted]

Dear Revdex.com, I am writing on behalf of Dell Incin 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 explained that the customer will need to file a police report Representative explained that Dell is not responsible for lost data which is explained in the hardware warranty information We respectfully denied the customer’s request in regard to the monetary compensation; Dell’s written policies, including as part of limited hardware warranty, dictate that Dell is not responsible for such compensation We remain available to assist and ask that the customer contact the representative [redacted] @Dell.comSincerelyAdvanced Resolution GroupIncident [redacted] Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr*** regarding his concernsOur representative sent Mr*** the Dell Drivers software media, which was delivered on November 12th, Our representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at directly by e-mail at [redacted] , in case Mr*** has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc

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 correspondenceOur representative dispatched an exchange and our records indicate it has been receivedThe customer reports that all issues are resolvedWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative remains available and may be contacted directly via email at [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:UnbelievableYou've wasted more of my time than any other company has before, and I've dealt with alot of customer supportThe first order was a mistake on my part, and it was correctedThe second order was in stock at the time I placed the order - so either you're lying or your website is lyingYou held my money for a week with zero communication, and wasted countless hours of time of trying to deal with your denial of the issue at hand and your lack of empathy.Give me as many useless responses as you want - I will continue to peruse this issue until it is made right Regards, [redacted] ***

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] @ [redacted] for any further assistance he may need regarding this matter.SincerelyAdvanced Resolution GroupIncident [redacted] Dell Inc

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 concernsOur representative informed her that the item did not qualify for the promotional priceHer request for promotional price was respectfully deniedAs a onetime goodwill gesture and in the interest of customer satisfaction Ms [redacted] was given a credit of $Our representative also offered a refund for order# [redacted] to the original form of payment, minus any prior account credits; however, Ms [redacted] declined the offerHer request for a free tablet was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via 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

Thank you for providing a copy of the customer submission A Dell representative was assigned to this case and contacted the customer to address the contents of her correspondence The representative remains engaged however a final resolution has yet to be reachedWe ask that the customer contact our representative at [redacted] for any further assistance she may need regarding this matter

Complaint: [redacted] I am rejecting this response because: While yes, my account has been credited with the pruchase price of the item that I never received, however I am not happy with the way they handles their business obligations.1: The company did nothing to help me with the issue I was having til I actually filed a complaint with the Revdex.com!2: As in the companies response to the Revdex.com they stated that a [redacted] had been in contact with me, when he had never actually been in contact with me unless you call email and voice messages contact.3: When I tried to call [redacted] at the phone number he included in his email - Phone +EXTN ; [redacted] - the automated phone system didn't even recognize that EXTN(this seems to me like a lie or at the very least misinformation, So I was not able to get a hold of [redacted] and the persons that I did speak to had no clue as to this person or the EXTN number After about minutes I was about to talk to someone in a different department and voice my concerns about the horrible service I've received dealing with Dell I Also stated again that because of this incident, even though I had been looking to purchase dell laptops (before this issues), I have since changed my mine and will purchase another brand of laptops.4: The companies agents show no compassion or empathy to the customers issues.5: My main concern is that Dell needs to take a long hard look at how they treat their customers and improve their method of customer service and support, and maybe even providing some sort of compensation for customers who, like myself, have had such a dissatisfactory experience Regards, [redacted]

Today’s Date: 04/06/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondenceThe customer states technical concerns with her out of warranty unitAt this time the agent has advised the customer there is a charge associated with any support as the system is out of warranty and no issues were reported during the warranty periodDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should there be any other questions or concerns in the matter..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 Ms [redacted] regarding the issues described in her correspondenceOnsite service was provided and Ms [redacted] reports all hardware issues are resolvedOur representative provided technical assistance in reloading Office 2010; however, Ms [redacted] is unable to provide the product keyOur representative explained, due to our license agreement, Microsoft will need to provide a replacement product keyWe regret the dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative remains available and may be contacted directly via email at [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: the business did not fix it the correct way to last more than monthsThey fixed it so that it would break again and then you are forced to buy a new tablet Regards, [redacted]