Dell

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 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

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 Dell could not refund him for his Windows purchase but an external hard drive was sent to him as a good will gesture 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 contacted the customer regarding the issues described in her correspondenceOur representative respectfully denied the customer’s request for a replacement system and offered the customer depot serviceThe customer declined and has not responded to subsequent contact attemptsOur 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 her Dell experienceSincerely, Executive Support TeamIncident 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 concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a product returnOur records show that the credit has been posted to the original form of paymentOur representative also 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 by 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

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 that Dell standalone refurbished monitors only have days of warranty 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

I consider it closedI however, will not accept the responses from DELL as being acceptable or resolvedSo get Revdex.com to close it if you dont like it

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] checked with the sales department and the premium warranty can only be added at the time of purchase and apologized for his experience Should the customer have any other issues they 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: 01/06/2014Dear 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 technical concerns with their out of warranty unitAt this time the agent has advised the customer the unit is two years outside the warranty period and the unit cannot be servicedDell 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 additional questions in the matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Today’s Date: 01/02/2014Dear 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 continued technical concernsAt this time the agent has issued a system exchange and the customer confirmed receipt of the unitThe customer has informed the agent there are no other concernsDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***[email protected] with any other questions.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: I am being asked to "accept" or "reject", but Dell refuses to do anything I "reject" this because they have offered nothing to acceptI first reported this problem in August I have talked to Dell representatives They have never offered to help or even bothered to listenHowever, I have continued to work with Microsoft And that is where things get interesting Recently, with Microsoft's help, I have been able to determine the disks that Dell sent me to re-install were incorrect and caused the problem So let me recap what happened My laptap dies after months (i.emonths out of warranty) I pay Dell to fix the laptop Dell ships the laptop back with a different problem Specifically, Dell replaced the Motherboard, but the laptop no longer boots Replacing the motherboard should not affect the software whatsoever Yet Dell sends a report back with the laptop indicating the OS needs to be re-installed Furthermore, they insist that I did not grant them permission to re-install it In fact, I was never contacted at all I call Dell over a dozen times to report the laptop will not boot and ask for their assistance I am systematically hung up on, transferred around and continually asked to pay for software service to fix the problem With Microsoft's help (Microsoft has a free service to help to assist users with Windows Update issues), I was able determine that Dell sent me the wrong software drivers disk to re-install Specifically, three of the drivers on the disk are incompatible with my laptop and one of them is causing Windows update to crash upon booting The laptop is unusable because I was trying to install the software that Dell provided And I have technical proof of this Dell continues to do nothing.Bottom line: I sent in a broken laptop which Dell returned with a different problem Dell then tried to charge me again to fix aproblem they created.So, here is what I am going to do now I have opened a case with the Wisconsin Dept of Agriculture and Consumer Protection I am going to submit to them the technical detail which shows the Dell Drivers causing my laptop to crash, along with my detailed log of every time that I called Dell Hopefully they can combine this with other cases and pursue Dell for for predatory practices I am also going to submit this to every online technical forum, such as CNET, with the technical detailAs for the Revdex.com, I would like to stress how unhappy I am with Dell I have been a Dell customer for 15+ years I have personally purchased computers from Dell in that time and recommended Dell to five of my family/friends that purchase a Dell computer on my advice And in return Dell has treated me shamefully I gave Dell one last opportunity by bringing this to the Revdex.com and they still refuse to offer any help Give them the lowest score possible.Regards, [redacted]

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 concernsAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a product return for order# [redacted] Our records show that the credit has been posted to the original form of paymentOur representative also 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 TeamIncident ID: [redacted] Dell Inc

Today’s Date: 01/08/2014Dear 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 technical concerns with the unitAt this time the matter is being addressed by the retailer the system was sold throughDell 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 TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:There was no offer by [redacted] Rather he again wanted to stumble thru a diagnosis for something he appeared to have no knowledge of as well as little ability to communicate.This included an initial conversation of over min to hound me on that I did something To a system that I knew for a fact that I didn'tShould any customer, let alone a humanBeing, be subjected to that? I say an outstanding 'no'The party again I do not want to speak toRather if the have a much more viable To discuss the matter with, greatIf not we seem to be at an impasseIt's again was just in the depot for a 2nd time with absolutely 'nothing' done to itExcept installing a profile I have no access toso what 'repairs' they claiming they will do now? Also I think it's enough on repair attempts and it's clearly a lemon...and should be exchangedperiodAs well as an apology issued well above [redacted] on what I've been put thru 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 submission We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience.Dell representative [redacted] contacted the customer and after reviewing the account a refurbished system exchange was authorized We remain available to assist and ask that the customer contact the representative [redacted] @Dell.com SincerelyAdvanced Resolution GroupIncident [redacted] Dell Inc

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 concernsAfter further review, our representative issued a product returnOur records show that the credit has been posted to the original form of paymentOur representative also 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 by email at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] You can still go ahead and close the case because dell claims they can/will do nothing more, however the response from dell was ridiculousThey gave about a third of what the original offer they made me miss out onI actually used to work at dell three years ago for nearly four years and I handled several complaints like this and what we did for the customers was get them decently close and usually beyond what they missed out onNot a single method that im fairly sure is still available to them was usedHowever according to mr [redacted] policies have drastically changed and spent most of his time shifting blame around and suggesting I inquire with other departmentsHe did supposedly talk to other departments but never detailed or forwarded anything, so im pretty sure he just decided to "let me cool off" and make it look like he was doing something.Honestly I had already contacted my bank and filled out most of the paperwork to reverse the transaction that dell fraudulently convinced me to make on my credit account with themBut eventually I decided that it was not worth my time to sort out the issues that would cause and that besides assuaging my personal principles would do no goodSo dell or at least this agent obviously doesn't care and while this was a small 1100-2000usd order , I have to replace infrastructure at three sites in two months and well im now taking bids elsewhere that I normally wouldn'tSo Mr [redacted] you or your supervisor just caused dell to most likely miss out on a 60-90k orderIf you don't believe me id be happy to fax over a copy of HP's current bid on the four servers, san, switches, ectSo this isn't a tatic to get anything more, I would have already mentioned it if it was.Again I guess not to much in the grand scheme of things for the dell who's revenue is in the billions but we do spend about 150k yearly on IT needs which isn't smallSo ya I hope I hope the 600-700$ pricing difference was worth losing thatI know I didn't mention the business side of things and only hinted at it, but you know what, I shouldn't have to do that to get treated decently.Dell is sadly apparently not the company I once worked for those years ago Regards, [redacted]

Today’s Date: 02/05/2015Dear 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 has confirmed with the customer the unit has been received and concerns have been addressedDell 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] should their be any other questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:I paid for the item, the Post office never ATTEMPTED to deliver the item I was checking the tracking, and it was dropped off from UPS to post office and then was held there with no attempt to deliverThe tracking said, being held for sender at the post office I contacted DELL to tell them this My request was ignored, it said I would receive a response 2-business days, still no response Then after not being responded to for a few days, I contacted Dell again Multiple customer service people had no response to why the item was never delivered, they couldn't figure it out from looking at the tracking either They said, we can re send you the item, I said, that's fine Then they said, oh wait, we refunded you the money, we can't re-send, you need to place a new order They said, they will sell it to me for the same price, but I need to talk to sales I talked to sales, they said, they can sell it to me for I said, I paid 29.99, it's not my fault you didn't send me the item properly, you should honor the as it's not my fault After a few calls, another person told me, It was returned because it was defective I said, you never delivered it to me, how did it get returned for being defective? I don't think anyone knows the real reason at DELL, they just started making things up All DELL has to do ..is make it right Honor the price I paid and get me the item It's common sense, makes no sense why they won't honor it Regards, [redacted] ***

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 continued technical concerns with their unitAt this time the agent is working with the customer towards an exchangeHowever, as is 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 with any questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:My complaint HAS NOT BEEN RESOLVEDDell has repeated refused to do anything at all to help, and is lying about my continued efforts to try and convince them that I own the tablet I boughtI have sent various receipts, and requests from the company that sold it, Dell has refused to do anything at allThis dispute is most definitely NOT RESOLVED, nor has Dell done ANYTHING to attempt to resolve it- [redacted] * [redacted] Still want a refund for the tablet Dell has refused to service and is now lying about my previous complaint Regards, [redacted]