Dell

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 me I have asked Dell to contact me during the hours I am at home so the problem can be resolved I am awaiting a reply to my email sent to Mr [redacted] this week Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:When I purchased the unit it was not disclosed to me that I had to keep my receipt in order for my warranty to be verified The box of the unit and the receipt didn't say that I also went to both retailers and purchased a new system from Costco and BJ's and I asked if I had to keep my receipt in order for my warranty to be good, both stores replied to me saying no, that dell has record of it and if I loose my receipt it would not be a big deal I returned both systems that I purchased The representative from Dell could not even point me in the direction where Dell states that fact anywhere on their website or packaging or even the warranty paperwork inside I think it is absolutely disgusting that a company as large as Dell would not have made good by their warranty I really feel bad for the their customers that fall under a home category.The warranty and manufactured dates are provided by Dell and not by us Regards, [redacted]

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 me The refund was processed so I will accept thatI wish things would have worked out better as I did need the more powerful XPS computer desktopJust for the record I have purchased around Dell Desktops/Laptops since Regards, [redacted] ***

Dear Revdex.com,Dell representative Shawn has followed up with the customer and informed customer that the late fee on her Dell Financial account has been refunded The representative confirmed the next billing statement will show a zero balance 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: The business has provided no additional information or suggested resolution to my concerns 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 was processed and our records indicate it has been delivered; however, the customer has not responded to multiple contact attempts after the initial contactWe 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

Today’s Date: 01/07/2014Dear 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] * [redacted] , to address the contents of their correspondenceThe customer states they did not receive a $rebate or a free tablet at the point of saleThe customer is requesting either of these itemsAt this time the agent has referred the customer to the terms and conditions for eligibility for the rebateThe terms and conditions which is available at www.identit-e.com/dellpromo was forwarded to the customer"Tablet must be purchased along with the qualifying PC to be eligible for the $rebate, PC and tablet must be purchased between 05/01/and 10/02/2014." The customer did not purchase a tablet between 05/01/and 10/02/and unfortunately they would not be eligible for the rebate offerDell 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.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: There are numerous anecdotes online wherein customers with my exact model of laptop experiencing the same problem as a result of a well-documented manufacturing error gone unacknowledged by Dell were given a "one time exception" to replace their laptops, with a few of these responses as recent as My laptop is not experiencing a "freak" error, nor a user-caused issue, nor a wear & tear issue, but a clearly obvious effect of shoddy assembly at the fault of Dell, IncIt is such a rampant error that one of the numerous youtube tutorials recommending an ultimately temporary fix has over 100,views, while a similar one has 96,at the time I write thisThere are many blog pages dedicated to this exact problem with dozens to a hundred or more comments each, and at least one class action law suit in early production stagesIf Dell cannot spare the comparatively meager amount of time, money, or effort to invest in customer satisfaction, then they have lost this customer, her company's, and her extended family's business for life 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 order that has now been delivered 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 contacted the customer regarding the issues described in her correspondenceDepot service was provided and the customer reports no further issues with the systemWe 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

Complaint: [redacted] I am rejecting this response because: In all honesty, and as I keep repeating, the accidental coverage is not a late request It's something I requested and expected with the agent who helped me with my purchase, that agent did not add the coverage as intendedDell please re-read my initial complaintSecondly, I'm still unaware of this partial refund that has been credited, thanks but I want what I expected with my purchase Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:The website was acting up so I am emailing you my responseDell did not install my hard drive after my pc was delivered back to me as they promised before I sent it offThey did not even send me my new ac adapter power cordI had to have my pc repaired by another company and I have lose money as a result of not having my pc work for over a monthAdditionally, I have to buy an ac adapterI will not be paying Dell any fundsI paid for my repairs, services, and parts all of which they were supposed to handle and did not do so because they refused to send a tech and told me to place the hard drive back in, even after I stated I didn't know how and I had paid the for the servicesTo deny me the services is a violation of the terms and conditions therefore I do not have to payEspecially, with the lack of services and repairs costing me moneySeeing as I will not be sending them anymore money and they refused to do what they needed to and were the ones who broke our agreement we are done doing business and there is nothing more to discussI advise them to write it off because I will never ever be paying them one copper pennyHappy New Year! 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 email; 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 Henryetta The representative can be reached directly by email at [redacted]

Complaint: [redacted] I am rejecting this response because: I did not order Laptop, Dell sent me Laptop and when I called them and told them what they did, they told me to send back Laptop and I did that, they did not say which Laptop to send backThis is Dell fault and my bill should be credited a return of $for the FREE 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] attempted to contact the customer on three (3) separate occasionsHowever, 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 informationShould 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 Group Incident ID# [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because this claim has not been resolved The representative of Dell offered me the following:1) They will send me a new computer with an RVideoCard.2) They will send me a new RVideo Card.3) They will allow me to go on the open market andspend $on a Video Card that will fit Dell’s configuration: 460Watts and Motherboard of PCI express Xknowing that the cards used by Dealare OEM cards and are meant for lower wattage use I can’t purchase acard on the open market produced for general use This is a wild goosechase and you told me as much I am certainly happy you find this funny.4) They told me that I could purchase a morepowerful power source and install it I could then use the GTX videocard that Dell sent The catch here is that you then asked me if Iintended to extend the warranty and when I said yes, you said oh never mind youcan’t do that then The reason I can’t put a high power source and theGTX Video Card is that eventually it would ruin the motherboard of thecomputer and Dell would not warranty the motherboard at that point Whywould you tell me to do something that would ruin the computer after it wentout of warranty!!!! I am very thankful that I work with computers andknew this was a very bad idea How many people have you given thissolution that didn’t know better?Bottom line is that I am at thesame place as I was in September I have gone through numerousemployees without a resolution I have been lied to, told to do thingsthat would lead to further damage after my warranty expired, I have beenbullied and pushed into taking a solution that wouldn’t work, I have been told“what are you going to do when the cards goes out, not have a computer with theperson laughing behind Dell used to set the industry standard incustomer service now they are probably the lowest with thousands of complaints.It is very sad to see a company go down like this with employees that areunethical to say the very least Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and after three months, two onsite visits to my home for service and one return of the unit to Dell for repair the unit is functioning properlyThank you to the Revdex.com for taking action and please understand that by no means am I satified with the Dell Corporation and their inefficient and incompetent customer service practices 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 The customer wanted to return the tablet to get a refund, but her son has decided he wants to keep it 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

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 records show that Dell provided her with a new replacement unit in February Our representative informed her that her Dell system limited hardware warranty expired on November 16th, Our representative also explained the terms and conditions of Dell’s limited hardware warranty which dictates that software issues are not covered under the warrantyPlease note that our representative offered fee based support; however, Ms [redacted] elected not to accept our offer of assistanceHer request for refund 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 questions regarding this caseSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Dell representative [redacted] contacted the customer to acknowledge the situationThe representative would need to research the situation and will follow up shortly The representative can be reached directly by email at [redacted]