Dell

Complaint: [redacted] I am rejecting this response because: I am in contact with *** and have been following up to get the status of my replacement system since Friday with no response Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Dell is playing the same old gamesThey call me, I pick up the phone and no one answersI leave messages at the 800# voice mail regarding the best time to call me and they ignore meI cannot reach [redacted] by email 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 explained the customer’s account is on hold because our records indicate the customer’s original system has not been received by DellOur representative offered to assist the customer; however, the customer has declined to provide any tracking information or discuss the situation Our representative remains available and may be contacted directly via email at [redacted] @Dell.com We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceSincerely, 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 We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and assist in resolving the issues The customer subsequently returned the computer for a full refund We ask that she 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: 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 addedThey will sell you a warranty but instead of the $listed on the web site, the price jumped to over $-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 serviceI strongly regret purchasing there product for these reasons Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Dell's sold me a defective product, I wasted numerous hours on the computer looking for lost files and retyping and redoing work because of the computer malfunction (I even had to retype this response times), and Dell's customer service intentionally wasted my time and misled me On Feb 16th, I spent minutes dealing with Dell's customer service rep, [redacted] (sp), who told me he could do nothing about my complaint [redacted] stated I needed to resolve the issue with Sam's Club who I bought the computer fromSam's Club stated they could not do anything and it was Dell's responsibilityI believe [redacted] was fully aware that Sam's Club would not do anything and INTENTIONALLY sent me to Sam's Club to get me off the phone and waste my timeI called Dell back after my conversation with SamsClub and another Dell customer service rep, [redacted] (sp), immediately tried to steer me to SamsClub I refused and [redacted] ended up putting my call on holdAfter minutes of waiting I realized that Dell was not going to pick up my call so I hung upI proceeded to file the Revdex.com complaint.The Dell representative, [redacted] , addressed the issue as ineffectively as the other customer service reps I dealt with At first he wanted to send me to Sam's Club as did the other two reps Is this a standard response to "Get rid of the customer?" a) He stated he could not find a record of me contacting Dell on February 16th and there was no record of an issue being filed with my computerb) When I mentioned there were similar complaints about the touchpad on my model of computer, [redacted] stated, “why did you buy it then” Wow, I was really impressed by this response and did feel a little stupid for buying a Dell I wondered if [redacted] was indicating Dell sold me a computer they knew was defectivec) Even [redacted] 's response to this Revdex.com complaint, contained errorI DID NOT buy the computer at Costco, I purchased it at Sam's Club Sam's Club was mentioned in our discussion too because [redacted] told me to deal with Sam's Club too and I have let him and two other customer service reps know that.Dell's response to this issue is full of incompetence and I have wasted enough time dealing with this computer and with their customer serviceI should not be subjected to wasting more of my time trying to “troubleshoot” a computer with a company that can't provide a good product, steers their customers to dead ends, can't even find a record of in a file for dealing witha customer, can't even provide a response to a Revdex.com complaint with accuracyI will not waste any more of my valuable time and the only acceptable resolution is a full refund and apology

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response is satisfactory to me I do not wish to say that the complaint has been resolved just yet, but I do believe that Dell has taken all the steps to correct this issueOnce the money has been credited back this issue will be resolved Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:In my initial order placed 12/6/14, I applied holiday discounts on the Alienware laptop and accessories that totaled over $reducing my cost to around $ 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 ***, contacted me on 1/16/and offered only a 5% discount on my current order which would be around +/- $ 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-business days I was never contacted by anyone These were sent Jan5, Janand Janand I also filed a formal complaint via the Dell website, "Repeat or Unresolved Incidents" on Janagain with the reply someone from customer service would contact me within 2-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/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/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 at the current cost to get my son his Christmas present I was still receiving texts from Dell up to 1/3/telling me that my order had been delayed until 1/15/ 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/@ 8:37:54PM that the current order I received would contain a Blue-ray dual layer r/w optical player to which this Alienware 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, ***

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 with a new computer. We regret any dissatisfaction he may have experienced and appreciate the feedback... provided. Dell records indicate the customer purchased a refurbished computer from Dell and, by policy; any replacement exchange dispatched would be a refurbished computer. Since the date of the complaint, a Dell representative offered to process a system exchange or, for customer satisfaction reasons, a Return Authorization for a refund. The customer declined these options and his request for a new computer was denied. We remain ready to assist the customer within the terms of Dell’s Limited Hardware Warranty and our other policies. Should he reconsider and want to accept either of the representative’s offers, we ask that he contact the 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.

Today’s Date: 03/23/2015Dear 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 correspondenceAt this time the agent continues to work with the customerHowever, as per Revdex.com policy, a final response is being submitted todayThe agent will continue to work with the customer until the matter is resolvedDell 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

Complaint: [redacted] I am rejecting this response because:Regards, [redacted] The manager in the response to you claims the computer was delivered which was clearly not the issue because I had cancelled the order After cancelling the order Dell delayed repayment until they had located the lost package with Purolator I should not have had to wait for them to locate their lost package as I had canceled the order, payment should have been immediate.Even though I had canceled the order and had confirmation in an email my order had been canceled Dell did nothing to notify Purolator of the cancellation and my year old father received numerous telephone calls from Purolator about the delivery of the canceled order and in fact attempted delivery of the computer which my father refused as he knew the order was canceled and I had purchased another computer from a more reputable retail outlet.Dell's customer service is terrible

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative has made multiple attempts to contact the customer regarding the issues described in his correspondence; however, to date, the customer has not respondedWe 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, Executive Support TeamIncident ID: [redacted] Dell Inc

Dear Revdex.com,Dell representative [redacted] followed up with the customer and offered a second replacement system The representative reviewed the specifications with the customer Our records indicate the system has been shipped and tracking information has been provided Please have the customer contact the representative by emailing at [redacted] @Dell.com with any additional questions or concerns.SincerelyAdvanced Resolution GroupIncident [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: The representative that contacted me [redacted] was just as rude as the Technical Support person I talked toHe is still saying I should have backed up all my information before I contacted them and they checked into the problems I was having with my computerWhich no one has ever said to me whenever I called, not one of their Support Persons have told me to back up my information before they take over my computer and look into the problem that I was havingI have talked to Dell Support quite a few times and have never been told to do this, so why would I just do a backup when I wasn't told anything more than they were going to come out and check my system? Since I wasn't told they were going to take out my hard drive I had no way of for seeing that they wouldn't make sure that my computer was back working before they left I thought that Dell wanted to make sure that I was happy with my computer and satisfied with Dell Support who I thought were there to make sure that my computer was preforming correctly without issuesI paid for extended warranty to make sure that my computer was going to last me till I purchased a new one Which after this I will not be buying a new Dell Computer! I feel like I have wasted my money buying this computer and the extended warranty since this time Dell Support has left me with having to PAY a Technician to transfer all my files and install Microsoft Professional Office again! I would like to know if Revdex.com helps getting Customer's in touch with the Office for Small Claims in their state? Because that is what I will have to do since Dell is not taking responsibility for their mistake! The sad thing is he said I should have been told what was going to happen, and I should have be told that they were going to be putting in a new hard drive But he still then said it was my responsibility to make sure everything on my computer was backed up! Which isn’t all I would have had to do if I knew they were going to take my hard drive out and put in a new one I would have had to transfer all my information to an external hard drive because just backing it up wouldn’t be able to back up my software that I had on the computer these program would have to be transferred to an external hard drive where I could transfer in on to my new hard drive I am very disappointed in Dell and their Support Technician’s I thought Dell was a better Company than this, I guess I was wrong Regards, [redacted]

Today’s Date: 03/02/2015Dear 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 the unit obtained physical damage without any incident on their partAt this time the damage to the units screen was determined to be physical damage not covered under the Dell warrantyThe images reviewed by two internal review departments determined the customer would be responsible for the damagesThe customer denies the findings and does not accept the chargesDell 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 sending the unit in for an out of warranty repair.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: I have been in contact several times and he does not call back he emailsHe contacted me two times and I contacted him back and I never reach hMy computer is running very slow and is still not working properlyI have spent many days and many many many hours on the phone and still nothing accomplishedI have been hung up on many times when I state what they are doing has already been done several times already 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 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] explained that the customer did not order the configuration in the promo and the customer’s order has been cancelled per their request 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 parts replaced We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a service dispatch has been processed to replace parts and test that the system is functioning as it was designed Subsequently, a Dell representative has attempted to follow up with the customer to verify that the issues are resolved To date, there has been no response from the customer to the representative’s follcontact attempts Should the customer still need assistance, we ask that she contact the representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident 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 his concernsOur representative may be contacted via e-mail at [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 processed the return and refunds of the customer’s order which should reflect on the customers 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.