Dell

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 attempted to contact 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 the replacement check in the customer’s name Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc

Dear Revdex.com,Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situation The representative explained Dell backup cd’s are no longer available but a USB key with the OS and drivers has been sent and our records indicate it has been delivered.Please have the customer contact the representative by email at [redacted] with any additional concerns regarding this matter.SincerelyExecutive Support TeamIncident [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: As you can see Dell has no plans to work with it's customers please consider this when determining their score theres no reason for this when theres a clear fault in their product Regards, [redacted]

Dear Revdex.com,Our records indicate that the credit has posted back to the credit card and the representative followed up to confirm this We ask that the 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: per the email from Dell we were promised a new tabletI attached the email to my last rejectionI have discussed the matter with [redacted] and do not like being promosed a new tablet for all the trouble and then having [redacted] tell us that we will not be receiving a new tablet 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 to the customer their computer was outside of the return period and a refund would not be possible, but service could be issued after over the phone troubleshooting per the terms and conditions of Dell’s limited hardware warranty should the customer choose 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

Complaint: [redacted] I am rejecting this response because:I can confirm Dell sent me a replacement tablet However, it only arrived yesterday, I have not yet had an opportunity to thoroughly test it to make sure it is working correctly I have most definitely NOT verified that it is working correctly.The only reason why Dell sent me a replacement was because I publicly complained on their Facebook page They repeatedly insisted I had to wait for Google (the designer of the Android operating system) to issue a fix to the defective operating system, knowing full well that Google had already stated they had no intention of fixing the problem, and that all patches to the defective operating system had to come from the hardware manufacturer (in this case, Dell; cell phones with the same operating system are reportedly having the same problem) In effect, Dell was refusing to honor their warranty.Dell has known since last year that the operating system, Android (nicknamed KitKat) was defective Yet they still continue to sell tablets loaded with this defective operating system Regards, [redacted]

Revdex.com: I am not happy with this resolution but feel I have no other optionThey no longer offer the product so can not do an exchangeThere is a software download issue so returning the product and purchasing from another vendor is not a viable option either 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 attempted to contact the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] , attempted to contact the customer on three (3) separate occasions However, they were unable to speak with the customer but they were able to leave a voice mail or message each time stating the purpose of the call and providing their direct contact informationWe remain ready to assist her within the terms of her Limited Hardware Warranty should she elect to return our messages Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] 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: I requI requested to work with another individual in this matteras Mr [redacted] was so rude and uncaringAnother individual did place a call to meand told me that he would work with me to retrieve the complaint information inmy file at Dell via web link (clearly Mr [redacted] is in error that it’s notpossible to obtain this information)Mr***, since I said I was not havingproblems, refused to get on my computer to see what might have occurred so atthis point I have no idea why or if the system if performing as it should.Prior to this episode the problem was supposedly resolved too and we found itwas notThis second individual called me while I was on another callso I expect he’ll give me a ring this eveningThe matter is not resolvedalthough the technical issues, not investigated by Mr***, appears to beresolved; I’d lie some assurances that it is resolved and the system isperforming as advertised We missed eachother last evening but I hope that he will return the call In addition he felt the behavior and lack ofcaring displayed by Mr [redacted] was reprehensible and he would educate Mr [redacted] regardingmy complaints and my concernsAs such, the matter is not resolved as I’mwithout the details of my interactions from Dell and a written explanationafter all my troubles why I am being refused a call in number where I can reachsomeone versus the minute wait for a basic tech who runs me through the samealgorithm of activities for over an hour and doesn’t resolve the issue 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 correspondenceOur representative dispatched an exchange for the toner and the customer verified it has been receivedWe 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

All of Dell’s representatives, regardless of location, utilize the same tools and processes to resolve customer issues As Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific location Dell representative, [redacted] , 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 [redacted] ***A Dell representative recently contacted [redacted] regarding his concernsOur representative informed him that his Dell order is being delayed due to product availability issuesThe estimated ship date is on or before January 21st, Our representative will also follwith [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 by e-mail at [redacted] , in case [redacted] has any further concerns regarding this case 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 apologized to the customer for the inconvenience and confirmed he has received his order 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 that Dell representative Sampath has followed up several times with the customer with no response The customer purchased this system January 19,a return for credit is not an option We have no record of the customer contacting us within the first days of purchase If the customer is having issues with the system she may contact Dell’s technical support representatives at ###-###-#### Alternatively, we respectfully deny the customer’s request to return for credit or to apply this purchase amount to a new order We ask that she 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: the company has not provided a reasonable offer to resolve the complaintThe item that was ordered was time sensitive, and since Dell could not complete the order, I had to purchase it elsewhere for a higher priceI attempted to use a promotional gift card that expires at the end of this month for a portion of the item's priceThe gift card was returned and my money was refunded, but I have no use for the gift card now, and it will expire shortly.Dell refused to provide a refund for the gift card, and they did not offer any additional alternativesThey advised that I should purchase another item, but I have no current need to purchase any thing from Dell, so my gift card will expire, and I will be out a $gift card, due to Dell's inability/unwillingness to provide adequate customer service.I also had an even worse experience with Dell's customer support departmentsI spent at least hours on the phone speaking with multiple departments and being putting on hold for a good portion of the timeThe reps did not follow through with my requests to speak with supervisors, after I had been put on hold multiple timesThe phone connections were very poor, and the reps were difficult to understandI eventually reached a representative who advised I could only speak with her, and that she would not transfer me to a supervisor, though she did not provide any reasonable alternatives to resolve the situation Regards, [redacted] ***

Complaint: [redacted] I did receive my products on Wednesday, of course I filed complaint on Monday, dell shipped Tuesday overnight for me to receive on Wednesday I was contacted on Wednesday evening by Dell before I got home from work asking if I had rec'd my printer cartridges, as I stated to Rep I was not home yet but if they were shipped then I should have and told him he could call me later after I got home to verify of course he did not call me His attempt at an Apology was weak at best, he could not even tell me why I had such a problem or if Dell would make changes so I would not experience this problem again On Friday I receive a call from another Depp Rep, a lady verifying that I had received printer cartridges, I told her yes and when I questioned her as to why Dell cashed my check on Nov 24, and did not get my printer cartridges until 1-7-2015, just days after I filed a complaint with the Revdex.com on 1-5- She tried to cover up and tell me my order was entered on 1-2-and yet the date of 1-6-was on my order slip which I called her hand onAgain very poor apology and I even told her is was horrific how Dell treated me, took my money and then sat on it until I finally filed a complaint with Revdex.comI closed with the Dell did not offer an explanation of what happened, no future discount coupons or even an extra printer cartridge thrown in for my inconvenience, she replied she would talk with her Supervisor and get back with me, of course I have heard nothing backTypical of Dell Customer Service PerformanceI am rejecting this response because: Apology is weak, without any real concern or sympathy towards me the Customer and the inconvenience that I endured Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Following the last response the Revdex.com sent to me from the company I in fact contacted the person from the company On Tuesday January 27, I replied directly to the email I received from [redacted] of the company She requested some information which I did not have near me as I was working from a remote location due to the winter storms in ** Again, on February 4, I sent an email directly to [redacted] with the information that I had in my files which I believe she was looking for Since that contact, I have not heard from anyone at all from any location of the company in response This is the absolute first time that I have ever seen the name of the person you have listed in the response above.The company has NOT tried to reach back out to me They have not presented any solution or resolution to this issue of any kind.At this point the device is working due to the effort of one of the techs I spoke with, however the issue of the fact that it took the company months to address this during which time I was not receiving the services I paid for when I purchased the product which carry an expiration date has not been resolved I proposed in my earlier correspondence that the company extend the expiration date of the services by months in order to provide the full one year of service that I paid for 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 processed a new system replacement that has been shipped to the customer 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 Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative informed her that her Dell system limited hardware warranty expired several year agoAs a gesture of goodwill and in the interest of customer satisfaction, our representative offered a discount on a new Dell system purchase; however, Ms [redacted] elected not to accept our offer of assistanceHer request for a free repair 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 TeamIncident ID: [redacted] Dell Inc