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 correspondence; however, the customer has not responded to multiple subsequent contact attemptsWe 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

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customer The representative explained that we don’t show any call being made to the customer in regards to extending his warranty and this type of practice would be unethical The representative further explained that the offer was previously made for a $credit but we made an exception as a goodwill gesture to make it $ Dell considers this matter closed and will not address this any further Please have the customer contact the representative by emailing at [redacted] @Dell.com with any additional questions or concerns.Advanced Resolution GroupIncident [redacted] Dell Inc

A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact the representative at [redacted] @DELL.com for any further assistance they may need regarding this matter

Complaint: [redacted] I am rejecting this response because:My ongoing computer problem has resulted from service authorized and performed by Dell to repair a faulty key board When Dell returned the computer the operating software included at the time of purchase (from Best Buy) was incomplete This is like sending your car in for warranty engine repair, and having it returned without wheels Sure, the engine is repaired, but the car cannot be driven Thus, I contacted the Revdex.com As a result, I was contacted by a Dell warranty repair person I asked the warranty person to reinstall the same application provided at the point of purchase that enabled the laptop to play a DVD The repair person said he could do this but would need to take control of my computer, which he did He then proceeded to an online site and began downloading “free” applications The first application he downloaded didn’t work, the second application didn’t work, the third application wouldn’t play Netflix movies but it was able to play an educational DVD that I had on hand The repair person claimed the repair was completed and ended the call When the Dell representative ended the call, I attempted to operate my computer but was unable to do so because one of the applications that Dell downloaded was bundled with an unwanted search engine application that took over my computer A special effort was required to remedy yet another problem caused by Dell serviceIn order to remove the unwanted search application, it was necessary to remove the “free” video applications downloaded by the Dell repair person Consequently, the computer remains unusable for videos It has been days since I initially contacted Dell I have made more than a dozen calls, several of the phone sessions required more the hours of diagnosis time per call and totaling well over hours of phone time just to initiate the key board repair In 2009, Dell reached a settlement with states which, in part, included restitution for problems with technical support and repair policies [redacted] , my state, was included in that settlement Under the settlement agreement Dell is required to fulfill its warranty obligations within days from the date of notification or receipt of a defective product I regret that Dell hasn’t resolved this problem I will forward my phone and email records to the [redacted] State Attorney General office and request their review for compliance with the settlement, and proceed from there No further assistance is requested of the [redacted] Revdex.com Regards, [redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] * [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative informed her that her Dell system limited hardware warranty expired on August 15th, Our representative also explained the terms and conditions of the limited hardware warranty [redacted] Her request for a free repair or replacement 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

Dear RevDex.com,Thank you for providing a copy of the customer’s subsequent follow-up submission. Customer reiterated dissatisfaction with Dell service and wants a free warranty extension or a refund. As previously indicated, Dell’s Limited Hardware Warranty does not offer provisions for concessions based on difficulties a customer may experience with their computer. 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.

Complaint: [redacted] I am rejecting this response because:They have contacted me and told me they are arranging for at home service as my warranty calls for, but time and date has not been set yet, and I reserve judgement until I see results of repairs Regards, [redacted]

Today’s Date: 11/17/ Dear Revdex.com, Thank you for providing a copy of the customer submission [redacted] 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 with the customer their concerns have been addressed [redacted] 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] _***@***.com with any other questions or concerns Sincerely, Executive Support Team Incident ID: [redacted] Inc

Complaint: [redacted] I am rejecting this response because: I appreciate that I received a refund, but that is not why I filed the complaint, not was it what I requested I had two things that I requested An apology that I did receive I requested that they either a ship me the correct laptop bShip me a laptop with a configuration very similar to what I had ordered previously or c A 30% off coupon to repurchase that laptop I wanted, because when I placed the original order there was a 30% off coupon code available on the [redacted] coupon section of their site I asked about the second portion of my request and was told that when I placed the order, the laptop configuration that I ordered was unavailable, so the order was replaced with what Dell felt was a good substitute Unfortunately, it was not a good substitute, but was a downgrade I then asked if they could send me the correct laptop, and I was told that the laptop I want is unavailable I then asked about a comparable model and was told that I would have to replace an order, with the same department that was rude to me previously I then asked if I could have the 30% off I received when I bought the computer in the first place I was then told that she would only offer me a 10% off coupon, then she went right into recalling my laptop and issuing me a refund, completely disregarding any of my very reasonable requests So in a nutshell, Dell did apologize, but admitted that they bait and switched me, then told me that the model I wanted was not available, (even though it has been available for about two weeks on their website), told me they would not provide me with one that had a comparable configuration, then did not honor the 30% off coupon I used to purchase the laptop or reissue me one Dell obviously does not care and just wanted to get rid of me Well they have For good AND all of my friends family and anyone else who ever mentions that they are interested in buying a computer in the near future I will be sure to let them know about what happened with me 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 correspondence Per the terms and conditions of the sale and the limited warranty, our representative respectfully denied the customer’s request for credit or a replacement system; however, our representative provided technical assistance and the problem is only present when running a third party program and no hardware issues can be producedOur representative referred the customer to the third party vendor We 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.comSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: They are 'being' purposely vague about product availability issues. A) The dell outlet website has a 'live' shopping cart, that is, when you select an item and add it to your cart, no one else can select that item until your cart expires or you checkout. So their website to product inventory integration is very tight, your order and receive the exact item with the exact configuration as it appears on the site, there is no way for multiple people to buy the same item, unless more than one is available. This was not a price mistake, or a limited quantities special deal type of situation, but a widely advertised black Friday campaign. ( I have the campaign email still, if that would be useful)B) On Friday, they had cancelled my order, after delaying it for a month (with 0 communication btw), I called back the following Monday, because I can see the exact same item available on the website. We're talking same exact item, same exact configuration, same exact item number. I told the rep on the phone, that their 'inventory availability' is very suspect since I'm looking at the item being in stock right at this moment, albeit at the no longer discounted price. I asked that he just 'reactivate' my cancelled order but to no avail. C) After the rep told me he cant reactivate my order, he said he can give me a 10% discount code. Which I immediately rejected, after a long and frustrating conversation, he eventually relented and told me to place a new order and then call back to get a price adjustment, which he said would be no problem because he would leave a note on the file. He lied, and never left any note, he was just trying to get rid of me. I never agreed to a 10% discount. It begs the question as to why I would need to call back in the first place to get a 10% adjustment when the rep just offered the 10% code I could have applied to my new order right away. That's because I never agreed to such a blatant bate-and-switch tactics, trying to get me to pay 25% more than we originally agreed. What an amazing coincidence, this new order, for the exact same item, seemed to have no availability issues when ordered at the regular price, and shipped very expediently two days later. D) The resolution representative that called after this BBB complaint, made absolutely no effort to resolve the problem. Gave me the same some half-hearted apologies and said they will 'honor' the 10% they promised me. Except no one ever promised me 10%, one of their reps tried but I'm not going to be scammed into at 25% price hike like that. What I was promised TWICE, once when I placed the order and clicked 'I Agree', and then the second time when the rep promised a price adjustment, was that Dell would honor their advertised price. Seriously, its downright insulting to be lied to like that, while being apologized to. Its very said, and a bit funny, how low of a regard Dell holds its customers and BBB's complaint process. When I called to request a return label, they offered me 15% discount if would keep it. That's right, 5 hours on the phone, cancelled orders, a BBB complaint, and the best I got was 10%. But as soon as I wanted to make a return, without any prompting the rep offered me 15%. I refused naturally. Plenty of other computer manufacturers around.Dell BAIT-AND-SWITCH tactics are still as active today, as when they got sued and lost (err settled) for BAIT-AND-SWITCH tactics in 2009.Regards, [redacted] P.S. Thanks for the attempt BBB, at the very least, even if nothing came of it, this last time I didn't have to wait on the phone for two hours and they actually called me.

Today’s Date: 11/18/2014Dear 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 customer has not responded to the agent attempts to resolve the matterDell regrets any inconvenience caused and we ask the customer to contact the representative at [redacted] @Dell.com should they still require assistance.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Today’s Date: 11/19/ Dear 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 correspondenceDell 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] Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: I have owned different laptops from Hitachi, Toshiba, Acer, Compaq, Hewlett Packard and Dell and have never had a Mother board go bad on laptops that were half the age and cost of the Alienware M17X RI would tell anyone not to purchase from Dell-Alienware due to the fact that I have found other customers with the same Mother board issues on the Alienware M17X Rlaptops with as little as months of useMy experience is that the Dell - Alienware M17X Rlaptop is a inferior product with poor quality standards, design and pathetic customer service and supportI believe that Dell-Alienware was aware of the issue with the Mother board on the M17X Rlaptop, but chose not to help the customers affected by this issueIf you are looking for a computer stay away from Dell - Alienware, especially if you want a quality product as they are not the company they use to be a few years ago!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 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 resolution We do request the customer review the information below in regards to Dells position on lost data, Limited Hardware Warranty dictate that Dell is not responsible for such compensation Please review additional information available at this link specific to the Limitation of Liability: [redacted] Limitation of LiabilityDELL DOES NOT ACCEPT LIABILITY BEYOND THE REMEDIES SET FORTH HEREIN, INCLUDING BUT NOT LIMITED TO ANY LIABILITY FOR PRODUCT NOT BEING AVAILABLE FOR USE, LOST PROFITS, LOSS OF BUSINESS OR FOR LOST OR CORRUPTED DATA OR SOFTWARE, OR THE PROVISION OF SERVICES AND SUPPORTEXCEPT AS EXPRESSLY PROVIDED HEREIN, DELL WILL NOT BE LIABLE FOR ANY CONSEQUENTIAL, SPECIAL, INDIRECT OR PUNITIVE DAMAGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OR FOR ANY CLAIM BY ANY THIRD PARTYYOU AGREE THAT FOR ANY LIABILITY RELATED TO THE PURCHASE OF PRODUCT, DELL IS NOT LIABLE OR RESPONSIBLE FOR ANY AMOUNT OF DAMAGES ABOVE THE AMOUNT INVOICED FOR THE APPLICABLE PRODUCTSOME JURISDICTIONS MAY NOT ENFORCE ALL OF THESE LIMITATIONS, AND ONLY THE LIMITATIONS THAT ARE LAWFULLY APPLIED TO YOU IN YOUR JURISDICTION WILL APPLY Please have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter.SincerelyAdvanced Resolution GroupIncident [redacted] Dell Inc

Thank you for providing a copy of the customer’s correspondenceA Dell representative is working with Mr [redacted] to achieve a resolution for his concernsOur representative may be contacted 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]

Today’s Date: 03/16/2015Dear 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 order concerns with a couponAt this time the agent has been unable to reach the customer and the customer has not responded to the agents contact attemptsDell regrets any inconvenience caused and we ask the customer to contact the representative at [redacted] @Dell.com should they still require assistance.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Please note that her Dell order was delayed due to product availability issuesOur records show that her Dell order was delivered on October 23rd, Our representative followwith Ms [redacted] to confirm resolutionWe 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

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 confirmed the customer has received their missing memory and the computer is now working fine 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