Dell

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and they have made efforts to resolve the issue that are satisfactory to me.Thank you[redacted] ***

Complaint: [redacted] I am rejecting this response because:I can not believe that Dell believes this issue to be closedThe Techthat DELL sent to my home & their phone Repboth said that their suggested "fix" would NOT resolve the issues I haveReplacing the Hard Drive a 2nd time, would have only caused more problems, for me (reloading my programs, loss of pictures, ect.)For these reasons I refused the replacementThe Tech informed me that the computer needs to be replaced! The computer is approximately months oldI have had nothing but problems with it from day Until they replace the computer or return purchase price, this issue will NOT be completed Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because as I have been trying to explained to the techI have been on the phone just about every day or night since I open this computer to trying to resolved this problem with a dell tech.Here are all the dates that I have been working with the tech and the problem still existI am not asking for a refund, but I feel that Dell should be willing to have this computer ship back to them and resolve the problem, fix it and send the computer back to me.The techthat I have been working with is [redacted] his ID# is [redacted] , [redacted] ID# [redacted] and here are the dates:1/4/20151/15/20151/6/20151/7/20151/10/20151/11/20151/12/20151/13/20151/14/...⇄ 1/16/a dell techcame to my house with a new hard drive for installation, he installed the hard drive, left it running and once the installation was complete I followed the steps, but once again the computer did not work properly it begin freezingAnd once again I called Dell to try to get them to allow me to have the computer shipped back to them for the repairI explained to them that this is very time consuming and frustrating for me try and trouble shoot the problem over the phone with a techDell has already install a complete operating system on this computer and still it is not working properlyBecause I use this computer for work I had to purchase a new computer FROM DELL and there is no problem with this one, given that as I explained there must be a default with the computer that I am having all the problem withIt is not that I don't want to work with a techit just that I have tried above and beyond and the problem persistAs I stated I don't want the money back, I just want dell to fix the problem Regards, [redacted]

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customer The customer already has the packing material and once the system has been shipped she may contact the representative listed below or our frontline technical support at ###-###-####.The representative can be reached directly by email at [redacted] @Dell.com.SincerelyExecutive Support TeamIncident [redacted] Dell Inc

A Dell representative contacted [redacted] and is working with him to achieve an amicable resolution for his concernsA product return is being processedOur representative may be contacted directly via e-mail at [redacted]

Complaint: [redacted] I am rejecting this response because:In Dell's last response, it states "...and is pending confirmation on the customers end..." Is this referring to my confirmation when I actually receive the paper check via regular mail or is it referring to some other action I need to take? Please advise, this is not clear.Furthermore, as I have stated to Dell numerous times, including to [redacted] [redacted] , this case encompasses multiple items and I need to have a conclusive resolution to all the items before I would consider this case resolvedFrom Dell's last response, it does not seem to be acknowledging these issues beyond the refundInstead, it is replying with a rather typical form response which has been part of my ongoing frustration when dealing with Dell on this incident.For the benefit of everyone concerned, I will repeat once again what else I need resolution onApparently when Dell was in the midst of trying to resolve my issues a few months ago - their team erroneously sent me a refurbished laptopThis was an error on Dell's part and [redacted] was not even aware I was in possession of two laptops until I brought it upThe box/packaging that was used to ship this 2nd laptop was the box that was used to ship back the laptop which was germane to processing the refundI had been asking Dell for instructions on making arrangements for sending this 2nd laptop back to DellAfter a week of no response, I finally sent an email to [redacted] that I will need to update the Revdex.com unless I get a response to this question(That by the way, is what led me to update the case on 12/15) I received a response the day after from [redacted] and he proceeded to process a shipping label for this 2nd laptopI inquired if Dell would be also sending me the appropriate box/packaging for me to ship this 2nd laptop that Dell sent to me in error in the first placeHe informed me that I will be responsible to pay for the box/packagingI asked how that could be possible since it was Dell that sent this to me in error to begin withHe just told me that is standard Dell operating procedure and that I have no other recourse but to have to in essence, partially pay to send a laptop back to Dell - a laptop I should not have been sent in the first place.To add to this ongoing aggravation - I had informed [redacted] when he was first put on this case, that a large part of my frustration had been dealing with multiple people at Dell, trying to resolve my situation - which always interrupts the continuity and causes me to have to repeat much of the history of this caseHe had assured me he would see this case to the endI then received an email yesterday 12/from another individual, only identified as "*** [redacted] " - saying he will be my new point of contactFrom my perspective, the following items need to be addressed/ occur if we are to work towards a conclusive endDell clarify what is meant by "...and is pending confirmation on the customers end..." (see above)Dell provide box/packaging for the laptop Dell sent to me in error so I can send it back to Dell with no further cost and inconvenience to meI actually receive the paper refund check Dell is mailing to me(I had mentioned to [redacted] this is important to me to actually consider this case resolved because based on my experience with Dell the last few months, I do not want to subject myself to multiple "check is in the mail..." responses from numerous people for some indefinite length of time should a plausible mishap occur and I do not receive the check in the mail as anticipated 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 correspondenceOur representative offered the customer a return for credit and the customer acceptedOur records indicate the system has been returned and the credit applied to the original form of paymentWe 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 TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: after replacing the touch pad to a refurbished one by days, the touch pad problem occurs againI only want to get my money back!! Regards, [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 correspondenceOur records indicate the system has been delivered and the customer verified receiptWe regret the dissatisfaction the customer 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.comSincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc

Today’s Date: 12/08/2014Dear 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 they... wish to return their order. At this time the agent has processed the return and is pending the unit to arrive at Dell. However, as required by the RevDex.com, a final response is being submitted today. The agent will continue to work with the customer until the matter is resolved. 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 their be any questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:The PC they have sent was a refurb PC it is in good working condition and I feel good about the replacement However, I asked Dell to extended warranty to cover the new PC incase something goes wrong with this I think the important thing Dell is missing is a support was issue I paid for a year next day support I was without a working PC for almost daysI'm concerned that the replacement will have an issue and would like to see Dell stand behind it 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 correspondenceDue to the out of warranty status, our representative respectfully denied the customer’s request for the product key to be provided without chargeOut of warranty, fee based service is available to the customerWe 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 ***_***@Dell.comSincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc

Thank you for providing a copy of the customer’s correspondenceA Dell representative is working with [redacted] to achieve a resolution for her concernsOur representative may be contacted via e-mail at [redacted]

Dell representative, [redacted] , contacted the customer and is working with them to reach a reasonable resolution The representative can be reached directly by email at [redacted] @Dell.com

Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication and processing expectations for Dell’s price matching policies We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, Dell records indicate our representative discussed the guidelines of Dell’s price matching policies with the customer and told him we would be unable to match the price that he requested As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains 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, 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, Sneha has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback Sneha has agreed with the customer to have the system returned for a full refund and provided return shipping waybills and instructions 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 the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concerns Our representative informed him that his request to opt-out of Dell promotions is being processedPlease note that it may take some time for changes to take effectIn the interim, he may continue to receive Dell marketing communicationsWe 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

Complaint: [redacted] I am rejecting this response because: 1) Dell Corporate has presented information to the Revdex.com that is contrary to my presentation to them; I am attaching my latest correspondence of February 2, 2015; 2) Dell Corporate has continued to present commentary that is contrary to that presented to me by Dell Technicians and Dell Supervising Technicians; Specifically, a Dell Technician assured me with substantial certainty, that there would be NO loss of data with his instructions; When the data loss occurred, his Supervising Dell Technician confirmed the loss and then recommended that I seek data restoration services independentlyI followed those recommendations and I incurred charges for the service; 3) Dell Corporate only reiterated their 'Terms and Conditions" that release their employees/technical staff from errors and omissions of performance, after the sale of their product, Dell Concierge Service, a technical support; 4) Dell, Corporate has offered to me, a 10% discount on future Dell product sales, rather than a resolution to the errors and subsequent recommendations of their technical staff Of note, it was a Dell Resolution staff member who suggested that I contact the Revdex.com with this complaint I followed his recommendation.In summary, Dell, Inc., has presented a myriad of conflicting information to me, a consumer of their products It appears that there is no continuity between their technical staff and their corporate offices, which for this matter, were outsourced to an international location, rather than [redacted] ***, ***, as I had requested in my correspondence Any assistance is greatly appreciated Thank you for your time and consideration to this matter Regards, ***

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customer What the customer describes in his rebuttal does not reflect accurate in our records.The representative can be reached directly by email at [redacted] @Dell.com.SincerelyExecutive Support TeamIncident [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: Dell has called me XtodayI've answered the phone both times and I've received no response back at all, nor any email backThe 1st call today was received at hrs on my phone but when answering the phone I didn't get any reply backThe 2nd call I received today was only a few minutes after the 1st call with the same results - no replyI did get a call from the Dell Government Headquarters yesterdayThe lady I talked to stated that their office doesn't handle these cases but that she was very interested in all that has happened and said that she would look into this problem for meI told her that I had also sent copies to Dell Incin [redacted] and in [redacted] ***, ***I told her that the headquarters in [redacted] refused to sign the postal card that they got my lettersThis same lady said that I should have heard from headquarters for any complaint, that she was also going to look into this for me tooShe states that the techs/managers are supposed to forward any complaint to a representative in the US as requested by me and that they have never done this and was going to get looked into as wellSo this is all I have for now.T Regards, [redacted]