Dell

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 correspondenceThe customer states Dell canceled an order for a television without informing them the cancelationThe aformentioned television contained a pricing error on the Dell site and all such orders were canceled as a resultDell 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, 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 expedited the exchange for the customer and the customer has now received it 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

Today’s Date: 10/29/ 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 correspondenceAt this time the customer has not responded to the agent attempts at contactDell regrets any inconvenience caused and we ask the customer to contact the representative at [redacted] should they still require assistance Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: I have a probelm with the order that was made I have emailed < [redacted] @Dell.com, [redacted] @Dell.com, and just a few minutes ago I emailed [redacted] @dell.com This issue has been ongoing for a little over a week This is beginning on being an ongoing problem I have been a loyal customer of dell since 2008, I have a dell preferred account as well Due to this issue, I will have to strongly consider if I will continue to shop with dell This is poor customer service Specifically the issue now is with the order [redacted] , all preorders with this order the retailer is responsibility for providing a game code for a special feature with the game This was not included 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 correspondenceA system exchange has been dispatched and the customer confirmes it has been received and is operating without issues 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] Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc

Today’s Date: 04/28/2015Dear 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 technical issues with their Dell unit and request a new replacementThe original unit was purchased in In Dell made an exception sending a new exchange system due to technical issues the customer reportedAs was explained to the customer at the time, the warranty from the original system was transferred to the replacement system which expired in The agent advised the customer an exchange unit is not an option however the agent would check to see if parts were available to service itUnfortunately, the parts are out off stock as this is an end of life unitAs such the agent offered the customer a 15% discount towards a new unitThe customer declined the offer and again requested a new unit exchangeThe agent reiterated that the position that the unit is years outside of the warranty period and such a request would not be possibleDell 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 agents offer of a discount towards a new unit.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, [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 Our representative reports the customer has now received their gift cards 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,Our records indicate the representative has attempted to follow up with the customer several times with no response The hardware warranty does require troubleshooting Since the issue has not been resolved the representative is attempting to reach the customer to offer a refurbished replacement under the terms of his warranty We ask that the customer contact the representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.SincerelyAdvanced Resolution GroupIncident [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: It took nearly one month to resolve this issue I spend lots of time in online chats, on the phone, all this time getting promised to be put on "high priority," getting constantly transferred from one rep to another, all of this without the issue being resolved When I finally spoke to the sales rep who did place the order, he tried to sell me a more expensive system, and I had to yell at him before he sent me a reasonably priced quote Conclusion: HORRIBLE, HORRIBLE customer service / sales experience Lots of moral suffering and stress, and lots of time wasted Some form of compensation should be offered by the business Regards, [redacted]

Today’s Date: 12/29/2014Dear 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 correspondenceThe customer states an error in their gift card ordersAt this time the agent has resolved the matter and has confirmed with the customer there are no other questionsDell 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 concenrs.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Dear Revdex.com,Dell representative has followed up with the customer we have agreed to send a new exchange system The customer is aware that he will need to drive the old system to his US address so that the exchange can be shipped to that address The customer will also return the old system and the warranty will be moved to the new service tag SincerelyAdvanced Resolution GroupIncident [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: [redacted] See Dell's message if accuracy is in question from this rejection *"Our representative offered to assist the customer; however, the customer has declined to provide any tracking information or discuss the situation." There was ZERO offer to assist, I was told by [redacted] to call FEDEX and give them my name and they would be able to give me the tracking #FEDEX does not collect that informationI told rep [redacted] that it was a prepaid FEDEX label that I received from DELL in a plain business envelope - nothing else was includedThat I had to buy a box and bubble wrap out of my own pocket because I ONLY received a return labelI believe rep [redacted] is completely out of order if he stated I did not "discuss the situation"I called and provided the tracking # TWICE on separate occasions in August - I was told there was nothing else I needed to do on my partFour months later, Four months of hearing NOTHING from Dell - I discarded the Tracking #I also sent this to [redacted] @dell.com [redacted] Dell | Advanced Resolution GroupPhone + [redacted] ***, Extn: [redacted] - Told me that i'd have to find the return tracking number myself, after I called DELL twice prior to Septermber giving the reps the tracking # - Why is there no RECORD of these occasions ?- Why am I searching for a tracking# when it was on a DELL PREPAID SHIP LABEL? FedEx has advised me I needed a Tracking# for any kind of help - But [redacted] seems to believe they can look up the information with my NAME I am denied service on a item I still have a warranty on - because DELL cant find the tracking number so my account is suspended - Whatever that means[redacted] is a smug person with a flippant attitude towards customer resolutionPerhaps get him some customer service skills and some less self importanceBecause of [redacted] and all that he is LACKING - I Won't be dealing with Dell again if I can help it 15+ Years of being a customerDone----------------Revdex.com - You may close this complaint as NO RESOLUTION ?

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 he may need regarding this matter

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 respectfully denied the customer’s request for a free repair; however, out of warranty, fee based service was offeredThe customer declined 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.com.Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:I have a Dell Inspiron ComputerFor the 2nd time since I purchased it, I have had to contact the Revdex.com about service issuesMy computer has tried to install updates for over weeks, without successI also have had ongoing problems with the computer going to my Screen SaverToday I contacted, yet again, TechSupport after almost hours, the issues were not resolvedWhen I requested to speak to a supervisor, the 1st time, it was deniedDuring my 3rd call, I was finally connected to a supervisor The Supervisor said that they would resolve the issue but I would have to spend time, again, with a Techtaking over my computerI could send the Computer to them for their techsto care for itBoth these are NOT acceptable1st I should not have to spend numerous more hours again2nd there is NO reason that I should be without a computerThis is true, especially since I have paid for a service plan that includes them coming to my home to fix the problems!The job needs to be completed by a Technician in my homeIncluded in this would be an explanation of why this has occurredI request an apology for the inferior service I have, once again, receivedLastly, I want to speak to an American, concerning how to get my computer problems fixed in a timely manner 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, per the terms and conditions of the Dell limited warranty, respectfully denied the customer’s request for a refund or new replacement systemOur representative offered the customer onsite service or depot service; however, the customer has not allowed our representative to provide technical analysis to her systemOur representative remains available and may be contacted directly via email at [redacted] @Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experience Sincerely, Advanced Resolution GroupIncident 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 updated drivers and changed some settings and the customer’s internet issues are now resolved 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

Dell representative, [redacted] , followed up with the customer and authorized a USB key to be sent to reload the operating system Please have the customer contact the representative by email at [redacted] to assist in resolving the issue

Today’s Date: 11/21/ 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 their unit is experiencing issues and feels that it is a recall issuesThe customer is requesting Dell service the unit free of chargeAt this time the agent has advised the customer the unit is not under a recall and is over two years outside the warranty periodAs a result Dell cannot service the unit warrantyDell 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 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 contacted the customer regarding the issues described in his correspondenceThe customer reports the gift cards have been received and 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, Advanced Resolution GroupIncident ID: [redacted] Dell Inc