Dell

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 explained the terms and conditions of Dell’s limited hardware warrantyAs a goodwill gesture and in the interest of customer satisfactions, our representative processed two replacement unitsOur records show that both replacement units were signed for by Mr [redacted] on February 23rd, His request for yet another replacement system was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist within the terms of the Limited Hardware WarrantyOur representative may be contacted directly by email at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The gift card was a separate issue from the cash back I had received the original gift card as I was supposed to, but Dell did not resolve the issue with the ShopDiscover cash back They redirected me back to Discover Card, who were able to provide me with the credit It is not clear why Dell did not know about the shopdiscover offer, or why discover card initially said that dell was responsible for taking away the money Ultimately the issue was resolved after a lot of time and effort on my part and by Discover card 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 is requesting to return a cable purchase that invoiced Dec which has been respectfully denied The customer has received a credit for the accidental damage that he states he did not authorize The customer also received an additional $credit as a goodwill gesture At this time Dell considers this issue closed Please have the customer contact the representative directly by email at [redacted] @Dell.com Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc

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 Our representative verified, with the customer, all orders have been received and there are no more issuesWe 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

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 the pricing error to be honoredA $coupon was offered for a future purchase; however, it was declinedWe 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 [redacted] Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:1) I was told that I could have a warranty on the replacement laptop and the same applications or better on my replacement laptop. Hence, the questions that Dell refuses to acknowledge today with confirmation of what I was previously told in chat sessions, emails, etc.;what is the laptop model how much will the warranty cost and what applications will be on the laptop.2) I have been asking them to identify the laptop model I will receive. Dell refuses to answer that. Despite the fact that the chat session below tells me that they will tell me the laptop model that will replace my laptop. Towards, that end I would like to know the make and model.3) I have been asking about the warranty. The chat session below tells me that I can get a warranty. I want the warranty and I want to know the cost.4) I have an email from [redacted] _ [redacted] @ [redacted] stating that the laptop will be new.Below is the chat session with a Dell Representative that explains that I can get a warranty, the laptop will come with the software I purchased or better. The chat Session ID is 62659625. 1:34:00 PM [redacted] First of all since the replacement parts are out of stock and your system is under warranty till 2014-04-04, we will have to issue a system exchange in such issue because we cannot replace the LCD which is out of stock. Now coming to your questions below: 1:34:24 PM [redacted] Ans 1: The current warranty on your Studio XPS will be forwarded to the exchanged system. 1:35:59 PM [redacted] Ans 2: On a studio laptop you can have a maximum of 5 years of warranty coverage, on the current studio you had it for 4 years already, so you can get only 1 more year of service agreement for the replacement and that can be done only after you receive the replacement laptop. After you get the replacement computer, you can contact us or sales team at ###-###-#### to order 1 year warranty. 1:38:49 PM [redacted] Ans 3: The process of replacement works this way, First we create a system exchange which will be checked by the global dispatch team and according to the system availability they will tell us the replacement system model with the specifications. Now they will not give you a lesser configuration model than the one you have now. It will be a like system with same specifications and software or rather an upgraded unit which will have better hardware, processor, ram , etc. Hence once that confirmation comes, we shall contact you and let you know the same, If you agree to such configuration and if you are happy with the specifications, then we can process that system exchange for you which will be shipped out in 7-10 business days. In addition I have an email from [redacted] _ [redacted] @ [redacted] stating that the laptop will be new.In two other written communications with Dell, I was told the model that I would receive. This was before doing an exchange. I attempted to get clarification and confirmation on the model but to no avail. To date, my original questions have not been answered. What is the model, what is the cost of the warranty. which applications will be on the laptop etc., etc. The answers with the exception of the warranty cost, were provided in the chat session however, Dell has ignored it. Regards, [redacted] ***

Thank you for providing a copy of the customer’s submission Dell representative, [redacted] has been assigned to this case and has initiated contact with the customer by phone; in their attempt to work with the customer and bring this matter to a reasonable resolution We ask that the customer continue to work with [redacted] The representative can be reached directly by email at [redacted]

Today’s Date: 11/12/ 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 correspondenceThe customer states Dell canceled his order for a TelevisionThe customer wishes the order reinstatedAt this time the agent informed the customer that the price was an error and as a result the order was canceled and refundedThe agent offered the customer a $discount towards a new order which was rejected by 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] @Dell.com with any other questions or concerns 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 recently contacted Mr [redacted] regarding his concernsOur representative informed him that his Dell system limited hardware warranty expired on October 12th, However, as a onetime goodwill gesture and in the interest of customer satisfaction, our representative processed a spare part(s) order# Our representative also followwith Mr [redacted] to 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 [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 providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and support and wants compensation We regret any dissatisfaction he may have experienced and appreciate the feedback Dell will not provide compensation for down time or the computer not being available for use Since the date of our last response, our representative made multiple attempts to contact the customer to verify that his issues have been resolved and, to date, there has been no response by the customer to the follcontact attempts Should the customer still need assistance, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meRegards, [redacted]

Today’s Date: 03/18/2015Dear 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 price concerns with his orderAt this time the agent has offered a dollar refund should he wish to keep the unit or a full refund on the order should he wish to return itThe customer has declined the agents offer and has stated he will only accept a dollar refund and keep the unitDell 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] @ [redacted] should he reconsider the agents 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 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 the pricing error to be honoredOur representative, as a onetime goodwill gesture, offered the customer a credit against if a new order is placed with Dell; however, the 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] @Dell.com [redacted] Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: The issue is not yet resolved and a final resolution has not yet been madeI do not believe it is fair to close the case until this is truly closed 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] has declined the customer’s request for a refund due to customer induced damage found on the computer [redacted] did offer a discounted price on an out of warranty repair, but the customer declined 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, 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 The customer’s computer has been returned to Dell and his refund should be posted to his account in the next few days Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [email protected] 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:It took hours and hours of which I was unable to work while trying to follow upon stated and agreed upon credit amountThere were numerous phone call attempts along with online chat sessions for which I was told excuse after excuse about where my credit was (it was promised within 7-days) yet it took over a month to receiveThis is unacceptable and I will no longer do business with or recommend DellI will also make sure my dissatisfaction is displayed in my blog, along with all social media outletsI cannot believe it took almost months to get any response on Revdex.com, but I guess I should not be surprised by the lack of acknowledgement or concern from this organization Regards, [redacted]

Dear Revdex.com,Unfortunately we do not have the ability to schedule a call back at the time the customer is requesting with our Sr Techs We request the customer contact our frontline support at Dell’s technical support at ###-###-#### Alternatively, should she want assistance from the representative assigned to assist with her submission, we ask that she contact the representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.SincerelyExecutive Support TeamIncident [redacted] Dell Inc

Today’s Date: 01/28/2015Dear 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 various technical concerns with the unitAt this time the agent has verified with the customer the onsite service was performed and the unit is in working orderDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe agent advised the customer they may also contact the representative at [redacted] @Dell.com should there be any further questions or concerns on the matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

A Dell representative is working with [redacted] to achieve a resolution for his concernsOur representative may be contacted directly by e-mail at [redacted]