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, *** has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has agreed to replace the customer’s system with a different model to resolve the customer’s noise issue Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc

Today’s Date: 03/02/2015Dear 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, *** ***, to address the contents of their correspondenceThe customer states
continued software concerns with their unitAt this time the agent has offered to troubleshoot the unitHowever, the customer has requested a system exchange and has denied troubleshooting the unit furtherThe agent has advised the customer that we must troubleshoot the unit to determine a root cause and attempt to resolve the matterDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they reconsider troubleshooting.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I can't properly fill out this form because my new computer system is freezing up and then won't let me type in the proper lineI have attached my
I am rejecting this response because:I spent months wrangling with the service technicians who are all based in India, spending hours each time I had to call When they were unable to fix the computer system, I then had to deal with the rudeness of Mr*** because he declares himself to be the "final" supervisor of the service techsAnd from the beginning, he asserted that there would be NO exchange of computer systemsEvery time I spoke with him I had to endure him yelling at me, to the point that I had to hold the phone away from my earHe was dismissive and rude and not at all concerned about "Customer Service" or providing a better solution to my problems with the Dell computerThe only thing that mattered was that I was out of the day return period, so he told me that I would not receive anything better than a refurbished computer systemIt didn't matter that I had been on the phone with service techs within weeks of receiving the computerIt didn't matter to Mr*** that all of them felt there was something wrong with the computer system itself that couldn't be resolved by a service techIt didn't matter that I had to endure Mr***'s attitude and behavior, because according to him, I had no choice but to deal with him, and only himHe once declared that he had no supervisor to whom I could speak. Dell Incneeds to give me a reason why someone like Mr *** is in a position that interfaces with the Dell consumersWe should have a recourse if we cannot resolve a problem with himWe, who buy our products here in the United States, should have someone here in the United States who can help us resolve a problem satisfactorially. Dell Inc finally did the right thing by replacing my non-functioning, newly purchased, computerIt will cost them nothingThey will take my non-functioning computer and refurbish it and sell it to someone elseWhen Dell finally instructed Mr*** to send me a new, upgraded computer, Dell should have also provided a new warranty periodIf this computer system doesn't work properly, I don't have the days to return it I can now only work with service techs to try to resolve each issue as it comes upAgain, a new day return policy would not have cost Dell anything. But it would have meant a great deal to meIt would have clearly indicated that Dell Inc is interested in providing equipment that works for the consumer It would have indicated that they regretted the months I spent trying to resolve their Dell computer's problemsIt would have indicated that Dell Inc was not just throwing a new computer at me to shut me up. I want to know what changes Dell Inc are planning to make so that the consumer won't have to deal with the attitude and rudeness of Mr***Or anyone like him. So, Dell Inc., USA, what do you have planned? For me, I have to now figure out with more service techs why the programs that I ordered with the first system won't downloadThe message keeps telling me that I've already used that download keyI also have to figure out why this new system keeps locking upSo, despite having my own work to do, I now get to spend hours with service techs in India (all very nice, with the exception of Mr***) to try to get this system to workBut what if it doesn't? What recourse is Dell Inc willing to give consumers like me? I want Dell Inc, headquartered in Texas, from whom I bought my computer system, to answer these questions before I am satisfied that they understand the problemAnd that they are willing to do whatever it takes to give the consumer help. Dell Inc., I'm still waiting
Regards,
*** ***

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms. *** regarding her concernsProduct return has been issued; however, she has not yet sent in the item(s) back to DellWe
request that she send back the product(s) as soon as possible to avoid further delays in this matterWe 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 ***@Dell.com, in case Ms. *** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Today’s Date: 03/04/2015Dear 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, *** *, to address the contents of their correspondenceThe customer states technical
concerns with their Dell unitAt this time the agent has requested the customer to provide the system account information and a phone number in order to troubleshoot the unitThe customer has not responded to the agents requestsDell regrets any inconvenience caused and we ask the customer to contact the representative at ***@Dell.com should they still require assistance.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because: Mr *** had contacted me but never offered me anything instead of simply explaining about the terms Dellcan cancel my orderI am willing to accept the the partial discount for my future order at Dell in order to cover my deal loss
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
This is absurdI paid for something with certain features and dell has a design flaw disallowing it from working properlyA full refund is the only acceptable action
Regards,
*** ***

Today’s Date: 11/07/
Dear 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, *** ***, to address the contents of their correspondenceAt this time
the agent completed a system exchange for the customerThe customer has advised the agent the unit is in proper order and the 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 ***@Dell.com with any other questions or concerns
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by *** *** ***A Dell representative recently contacted *** *** regarding her concernsAs a gesture of goodwill and in the interest of customer satisfaction, our representative issued a product returnOur records show that the credit has been posted to the original form of paymentOur representative also followwith *** *** 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 ***, in case *** *** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: ***Dell Inc

Today’s Date: 12/01/2014Dear 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, *** *** ***, to address the contents of their correspondenceThe customer states a
promotion for speakers ordered through Dell did not include the discounted rateAt this time the agent advised the customer the promotion had expired and was fo a limited time, however the agent offered a discount or a full refund on the orderThe customer declined this offer and advised was not happy with the serviceDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any questions or concerns in the matter..Sincerely,Executive Support TeamIncident ID: ***Dell Inc

The Dell representative is continuing to work with the customer regarding their concerns. Representative, *** will remain the customer’s point of contact until this matter has been resolved. The representative can be reached directly by email at ***

Complaint: ***
I am rejecting this response because:I was told by dell that if I sent back an incomplete package they would reject the the refund and send the product back to meI dont know why they cannot simply exchange the item as originally requested
Regards,
*** ***

Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date
of the submission, a Dell representative contacted the customer to discuss her concerns Our representative, for customer satisfaction reasons, processed a Return Authorization and a full credit has since posted to the customer’s Dell account to be refunded to the original form of payment We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because: as I told and explained I can not contact the bank its my dads account and hes no longer hearit is also a closed accounthe told me on the phone that he could send a check and when and put funs through on account no longer open for over a yearwhen I spoke to fix this issue and told him that I cant do anything I have no right to do anythingI asked why he did not ask me before making a mess and no the fact I get a refund that I will not ever seehe not once told me it had to go back to the closed accounts and if he did I wouldn't now have a mess that I cant fixthe only way is if my dad was a livehe also admitted to putting this through on a closed account with out asking me to do it that wayit nice for the return but I now have not way to ever get it because of the lack of judgment even after saying it cant go back to the cardbeing it was a check or so I thought I was extending my warranty but now the way this has been handled and the mess that's its madeit was that I was talk in to to have my computer fix and now I till wont see it because it was my dads accountI also inform him speaking with my aunt they cant help because it closed over a year and I need to deal with the companyso there is nothing I can do to fix this headacheat this point I want this made rightI do not plan on extending my warranty for my computer because everything is a problem and the last time my computer got fix it was give back to me brokeniv never had a issue with any company except dell
Regards,
*** ***

Today’s Date: 10/22/
Dear 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, *** * ***, 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 ***
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc

Today’s Date: 01/16/2015Dear 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, *** ***, to address the contents of their correspondenceAt this time the customers
has informed the agent the shipment was receivedThe customer states they are unhappy with the time to resolve the matter and the overall customer service experienceThe agent has recorded the customers feedback and apologized for the inconvenienceDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should their be any other questions or concerns.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ** ***

Today’s Date: 12/16/2014Dear 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, *** ***, to address the contents of their correspondenceAt this time the customer has not responded to the agents attempts at contactDell regrets any inconvenience caused and we ask the customer to contact the representative at *** should their be any questions or concerns.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because:
I have worked repeatedly with Dell to resolve my issuesThis is from the first day that I received this computer! I have spent hours on the phone/computer with not resultsThey replaced the Hard Drive within a month of receiving my computerMy issues continue...A Technician was out to my home today, to once again, replace the Hard DriveI explained everything that is occurring with my computer(He had been out the past time & replaced my Hard Drive!) He agreed with the in house Dell Technicians that replacing the Hard Drive would NOT fix the problemsMy Systems Folder needs to be replacedIf I replace the Hard Drive, I would lose everything on my computer (Files, pictures, Word...), I declined having the replacementThe Technician will note that he did not do the work & his reasoningUntil Dell fixes this problem correctly, I will NOT accept their responses to the Revdex.comAt this point, I have requested that the problems with the Systems be fixed or that they take back the computer & give me a full refund of the purchase price.Repectively*** ***

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, *** 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 claims he was overcharged on a product. *** has requested the details of the quotes given to the customer multiple times but the customer have not provided this information. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc