Dell

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customer Dell’s stance in this matter remains unchanged and no further attempt has been made to contact the customerThe damage to the tablet is not covered in the Limited Hardware Warranty purchasedThe customer was offered Dell’s standard pricing for repairing screens like this at the DepotThe customer does have the option, as she mentioned, to purchase a new tabletThey can explore available options online by visiting [redacted] The representative can be reached directly by email at [redacted] @Dell.com Advanced Resolution GroupIncident [redacted] Dell Inc

Today’s Date: 02/06/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondenceAt this time the agent has confirmed the refund was processed with the customerDell 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] with any questions or concerns.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 correspondenceOur representative dispatched an exchange for the customer and our records indicate the replacement system has been deliveredWe 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] @Dell.com.Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:I guess I have to repeat myself once again since Dell is merely copy/pasting their previous responses - even though I have stated in my last reply that their responses are not addressing ALL the issues associated with this caseThe refund is just one of the issues.I did not see a response from Dell related to covering the cost for the packaging/box that I will need to ship back to Dell the 2nd laptop that they sent to me in error in the first placeDell has provided a shipping label only - but ***e informed me I will be responsible to pay for the cost of the box/packagingI am infuriated that Dell would think I need to pay anything related to shipping back this 2nd laptop that they sent to me in error in the first placeI have stated this to Dell multiple times and also in my last reply to this Revdex.com threadThe latest reply from Dell on this Revdex.com thread again fails to even address or acknowledge this 2nd laptop issue and just copy/pastes Dell's previous boilerplate response 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 correspondenceAs a onetime goodwill gesture, our representative offered an unlike exchange to the customerThe customer agreed and has made arrangements for delivery on February 16, Records indicate the package is out for delivery We 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] @Dell.comSincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: Issues not yet resolved Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Once again you are not looking at all the information or complaint In the box with the that were credited there were Series black cartridges with no order number, received by Dell [redacted] has already said there would be a credit I do not know why you are treating a loyal and honest consumer of Dell 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 correspondenceTechnical assistance was provided to the customer and she has no further issues with the monitorWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at [redacted] @Dell.com Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc

Dear Revdex.com,Our records indicate that the credit posted to the credit card on 2/25/we suggest the customer contact her credit card company to confirm or it will reflect on her next billing statement We ask that the 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 Incin 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 processed a refund for the customer’s software 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

Complaint: [redacted] I am rejecting this response because: I would like to know the following questions that I have been asking for over a year Not receiving an answer to these questions is one of the reasons this process has been held up The questions are: 1) The model number of the system they are offeringThis was one of my original questions.2) I have in writing that I will receive a new laptop and not a refurbished laptop Why has that now changed?3) All of the specs for the replacement laptop This is one of my original questions that I have repeatedly asked.4) The cost of a warranty.5) The length of the warranty I can provide documentation in writing that I was entitled to an extended warranty that far exceeds days 6) Specifically what the warranty covers.7) This was an original questionsIf the applications that I originally purchased will be on the laptop or downloaded and will they be compatible with the operating system of the laptop.8)This is one of the original questions I have repeatedly asked for more than a year nowIf would help a great deal and expedite this process if Dell would stop ignoring the answers to my questions: And that is, how does the system compare SPECIFICALLY with the following items that I originally purchased with the laptopWhich of the items below will not be included Which of the items will be included or comparable on the replacement lap 224-Studio XPS Notebook EA 2,2,317-Intel Core i720QM 1.6GHz (GHz Turbo Mode, 6MB Cache) EA - -317-8GB, DDR3, 1333MHz Dimm EA - -320-inch Wide Screen 16:1080p Full HD WLED LCD,W/MP, XPS 1645EA - -421-Dell Webcam Central vEA - -421-Facial Recognition EA - -320-ATI Mobility RADEON HD 1G B EA - -330-DELL RESOURCE DVD,BACK -UP,XPS EA - -341-500GB 7200RPM Free Fall Sensor Seagate Hard Drive EA - -320-Obsidian Black High Gloss Fini sh with Leather XPS EA - -421-Genuine Windows Ultimate, bit, English EA - -421-Windows Live Search,Multiple User Interface EA - -420-DELL WELCOME,Software Dimension/Inspiron EA - -420-Dell Dock Consumer EA - -420-PC-Restore, Dim/Insp EA - -421-Dell Support Center Software Bit EA - -420-Dell Connect EA - -421-DELL-DOWNLOAD-FLAG EA - -330-Windows Label EA - -420-Dell, Software, Wild Tangent Inc Games EA - -420-DataSafe Local BackUp Basic EA - -421-WinPro and Ultimate with XP Mode EA - -421-eBay Webslice EA - -430-Integrated 10/Network Card EA - -410-ADOBE READER MULTI - LANGUAGE EA - -313-BluRay Combo Drive EA - -421-MOD,SW,RXO,EZCD,10.3,DE,FI EA - -421-Cyberlink Power DVD Blu -Ra y Disk Playback EA - -421-Soundblaster X -Fi Hi Def Audio Software Enabled EA - -430-Intel WiFi Link 802.11AGN Half Mini Card EA - -410-McAfee Sapphire MUI, -Month EA - -312-9-cell Battery EA - -420-Microsoft Office Professional Edition EA - - Regards, [redacted] ***

Today’s Date: 03/13/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, [redacted] , 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 the unitAt this time the agent processed an exchange for the customer and the customer has confirmed receiptDell 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 .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 correspondenceAn exchange was dispatched to the customer and our records indicate the system has been deliveredThe customer states the issue has been resolvedWe 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] @Dell.com.Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc

Today’s Date: 02/23/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states accidental damage caused to their Dell tabletThe customer is requesting a free repair or replacementAt this time the agent has advised the customer the warranty does not cover accidental damageHowever, the agent offered a discounted rate to repair the customers unitThe customer declined the offerDell 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 they reconsider the discounted repair rate offer.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 the issue described in his correspondenceOur representative explained the terms of Dell’s limited hardware warranty and provided technical assistancePlease note that Mr [redacted] considers this case resolvedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted at 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 correspondenceOur representative, per the terms and conditions of the sale, respectfully denied the customer’s request for a replacement orderOur representative, as a onetime goodwill gesture, offered the customer a discount, which was 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] @Dell.com [redacted] Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:The agent was informed to contact me at my home after 6:and he attempted call on my cell and informing that he couldn't reach me The email is attached Regards, [redacted]

Tell us why here...Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a promotionally priced TV purchase 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 to verify that the customer’s order has been delivered We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:I did not want what I was forced to purchase Dell sold me a system that they knew would be obsolete in just a few days which should be considered advertising and/or I should have been told at the time of purchase that this would be discontinued Also, the discounts applied to the original purchase have not been applied Dell is attempting to push me aside and move on as if nothing has happened when the facts speak clearly of inadequate customer service, broken obligations both verbal and written, advertising and a failure to do business ethically I would like to have independent counsel, neutral of both parties, review this case and make a determination on what is just It is clear by Dell's responses to this complaint that they have not taken this seriously and could care less about an individual's small investment made on a personal basis I have worked with Dell for many years on a personal and business basis and know first hand if I were a corporation the matter would be handled much differently The public should be made aware of these business practices that Dell supports and believes in Regards, [redacted]

Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer needs to go back to the manufacturer and make sure they understand that the cards was purchased alone not built with the Dell system At this time Dell considers this issue closed Please have the customer contact the representative directly by email at [redacted] Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc