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 submissionA Dell representative [redacted] recently contacted the customer regarding this matter We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell representative assisted in getting the damaged TV returned and updated customer that the credit has posted to the original form of payment If the customer has any further questions or concerns the representative can be reached at [redacted] SincerelyExecutive Support TeamIncident [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 submission We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience.Dell representative [redacted] contacted the customer explained that under the terms and conditions of the promo gift cards they cannot be redeemed for cash The representative apologized for the problems and offered to be the point of contact to assist We remain available to assist and ask that the customer contact the representative [redacted] @Dell.com SincerelyExecutive Support TeamIncident [redacted] Dell Inc

Today’s Date: 11/13/ 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] * [redacted] , to address the contents of their correspondenceThe customer states various technical concerns and is requesting a refundAt this time the agent has advised the customer that a refund is not possible and offered to troubleshoot the unitThe customer has declined to allow any troubleshootingDell 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 working with the agent to troubleshoot the unit Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc

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

Complaint: [redacted] I am rejecting this response because: [redacted] has not provided an acceptable resolution to this matter, nor has he provided any options to seek alternate resolutions or escalated contacts I could not provide proof of my original computer order, the sales agent's name, or her statement that I could use my gift card against the Dell Preferred Account balance that she was forcing me to open up because my order was placed over the phone due to the website's inability to accept my gift cards and because no order confirmation was ever provided However, I did include all order number information that I found out after the fact, along with multiple email threads with Dell Sales and Customer Care regarding my orders, so given the "your call will be recorded for security and training purposes" message that is received with every phone call, you would think Dell would be able to track down the necessary information.Via my business contacts I have since been able to be put in touch with [redacted] in Dell Financial Services and he has involved himself in helping to resolve this matter Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I purchased Office as an electronic download with the computer which was a lot cheaper (I believe it was a savings of around $80-$100) and was never informed that it would not come with anything that would enable it to be reloaded in the event of a crash until AFTER I received the computer and downloaded the software originally and found that there was no product key or software to allow it to be reloaded in the event of a crashI have every single piece of paper that came with the computer and there is not one single piece of paper that has a product key on itI know that there is nothing with the key on it and Dell software support knows that when it was electronically transmitted back years ago there was no key with it since I had a major software issue in mid October and it was looking like the computer was going to have to be reloaded from boot and I told the tech at that time that I had received office as a electronic download and his words were "That is going to be a problem" Regards, [redacted]

Dear Revdex.com, As Dell’s stance in this matter remains unchanged, no further attempt has been made to reach the customer Dell is very clear in the warranty about taking a system outside the United States that an International warranty transfer has to be completed In regards to the customers claim about next business day service this is once the part has shipped out Due to the fact the customer is not in the United States the warranty is subject to the international termsWe have included the link for the customer to review the hardware warranty terms and conditions [redacted] Please have the customer contact the investigator 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 correspondenceA return for credit was created and our records indicate the items have been received and credit has been applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative remains available and may be contacted directly via email at [redacted] @Dell.comSincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc

Dear Revdex.com,Dell representative [redacted] followed up with the customer and authorized for onsite service to be done The representative will follow up once onsite is completed to confirm system is working as designedPlease have the customer contact the representative by emailing at [redacted] @Dell.com with any additional questions or concerns.SincerelyAdvanced Resolution GroupIncident [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 concernsAs a gesture of goodwill and in the interest of customer satisfaction, our representative issued a product return for order# [redacted] and a partial credit for order# [redacted] Our representative verified that the credits have been posted to the original form of payment and followto 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 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 all issues are resolved 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] @Dell.comSincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc

Today’s Date: 03/23/2015Dear 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 in September of he paid Dell to service his out of warranty systemThe unit is not functioning again and has requested that the system be repaired at no costAt this time the agent has advised the customer the parts are covered under warranty for days and unfortunately the unit cannot be serviced at no chargeDell 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 have any other questions or concerns in the matter.Sincerely,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 gesture of goodwill and in the interest of customer satisfaction, our representative processed a depot repair Our representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by email at [redacted] in case Ms [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Dear Revdex.com, Our records indicate that Dell representative [redacted] contacted the customer and provided a coupon for a discount on their next purchase The customer has confirmed receipt and the representative explained the terms and conditions of the coupon Please have the customer contact the representative by email at [redacted] @Dell.com Sincerely Executive Support Team Incident [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 A Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Due to a system error we incorrectly advertised that a new Inspiron includes an AMD Radeon RM4GB DDRgraphics card Instead, the new Inspiron includes an Intel HD Graphics graphics card This error did not affect the pricing of the order, but we understand this may affect a purchase decision The customer was offered a $credit to his original form of payment for this inconvenience The customer declined, so a return has been offered which was declined also Please have the customer contact frontline to arrange a return or to the resolver assigned to the case Please have the customer contact the representative by emailing at [redacted] @Dell.com with any additional questions or concerns.SincerelyAdvanced Resolution GroupIncident [redacted]

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 worked with our order verification team to resolve the matterAs a gesture of goodwill and in the interest of customer satisfaction, our representative offered a discount on a new purchase; however, Mr [redacted] elected not to accept our offer of assistanceWe 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 the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently made multiple attempts to reach Mr [redacted] ; however, has not been able to discuss the contents of his correspondenceOur records show that his Dell order# [redacted] was delivered on January 26th, His request for compensation is respectfully being deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur 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

Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closed Please have the customer contact the representative directly by email at [redacted] Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: I thought that the Revdex.com was here to support the consumer All I'm getting is what Dell continues to say over and over again They put down what they want you to see/hear They don't put down all the facts, they conveniently leave them out Regardless of where they are located, doesn't matter The must all have their statements recorded at their desk, because it is the same exact words I get every time I've had to talk to someone They have refused to try and resolve anything It's an automatic pat answer I get every time I talk to them I also get the frequent statement, that I'll take responsibility for this problem and I'll call me back at this certain time Usually an appointment is set and the tech is to call me back at that time I can count about times that has ever come to fruition Most of the time, I don't get called at the appointment set time at all They call when they want to call and many times, I'm not at home and then I can't talk They get upset because they called and I wouldn't talk to them I ask them why they couldn't call at my appointment time - no response ever They don't want to acknowledge this and instead turn it around that I didn't respond Sometimes I was unable to due to a doctor's appointment or such, that's none of their business and when I try to call back, I get the same response Since the Revdex.com is just talking back and forth between Dell and myself and not supporting the consumer of which I thought was the job of the Revdex.com, that maybe I need to go to the media I feel like I'm wasting time and energy with this and I'm tired of fightingI need support, I don't need Dell not representing their product and just fight with me I'm not going to spend the rest of my life fighting It's obvious they refuse to act and take care of things The media, I think, would be glad to at least hear of what I'll tell them Regards, [redacted]

Dear Revdex.com, Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer repairedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided Our records indicate at the time of purchase, the customer opted for a one year warranty which has expired Out of fairness to Dell customers who purchase warranty extensions, Dell will not provide free warranty support Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, offered a discount to the out of warranty repair charges The customer declined the offer for discounted repairs Should the customer reconsider and want to accept the offer, we ask that she contact our representative within ten (10) days from this response at [redacted] @Dell.com for any further assistance she may need regarding this matter Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc