Dell Inc

Dear Revdex.com,Dell representative Sampath followed up with the customer and was provided documentation for one of the monitors’. The customer is aware if his client can provide a second invoice we can review it to determine supportThe representative confirmed receipt of the monitor and the customer has no further questionsPlease have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concerns.SincerelyAdvanced Resolution GroupIncident***Dell Inc

Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent computer order We regret any miscommunication which may have occurred and appreciate the feedback
Since the date of the submission, a Dell representative contacted the customer to advise that there was no keyboard or mouse ordered with the computer and she was not charged for these items For customer satisfaction reasons, the representative processed an order to ship a keyboard and mouse to the customer at no charge We ask that she contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Today’s Date: 12/24/2014Dear 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 confirmed with the agent the technical matter has been 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 ***@Dell.com .Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because:I don't know what to doDell's response on this thread keeps stating *** is assigned to this case and that *** will be getting in touch with meHowever, *** has NOT gotten back in touch with me for nearly two weeksDell's reply on this Revdex.com thread is stating this is their final position but I stand behind my previous statement that the Dell personnel replying to this Revdex.com thread appear far removed from the actual details of this case. I am still waiting for a representative from Dell to contact me regarding the concerns I have articulated in the last two replies I made in this Revdex.com thread.
Regards,
*** ** ***

Complaint: ***
I am rejecting this response because: They have not refunded the late fee on my Dell acct
Regards,
*** ***

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur representative, per the warranty status, respectfully denied the
customer’s request for a free repair and offered a fee based repair, depending on the availability of the partsThe customer declinedWe 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 ***@Dell.com. Sincerely, Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** *** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative dispatched a return for credit and our records indicate the items have been received and the credit has been applied to the original form of payment. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***.Sincerely, Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com, Thank you for the opportunity to
address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondence. A credit has been applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***@Dell.com.Sincerely, Executive Support TeamIncident ID: ***Dell Inc

Revdex.com Complaint ID: *** 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 replaced the customer’s computer which the customer has confirmed receipt and operability. 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

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted Mr*** regarding his concernsAs a gesture of goodwill and in the interest of customer satisfaction, a product return is being
processed; however, he has not yet sent in the unit(s) back to DellWe request that he send back the unit(s) as soon as possible to avoid further delays in this matterWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperiencePlease note that our representative made multiple attempts to reach him again without successOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative processed a system exchange and the customer reports no
further issuesWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident 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 an order
was lost in transit and the new order did not get processedAt this time the agent is working with the customer to resolve the matter however the agent is pending information from the customerAs is Revdex.com policy a final response is being submitted today, however the agent will continue working 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 ***@Dell.com .Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because:
Dell contacted me, refusing to acknowledge the many other people who have had the same issue with this model computerTried to tell my that the manufacturer of the video card works with Dell, and that they have designed this particular model video card differently to operate with Dell's 460w power supply
I bought a specific card with this systemNowhere does it state this card was modified in any way to "work with their system"
I purchased a high end systemI trusted Dell to install high end components in this computer, not the absolute least they could get away with. Several experts have already told me this was deliberately designed to crap out when the warranty was up.
I had to spend $on a new power supply unit which I installed myselfIt's so quiet I can't even hear itNot like the one Dell had installed in my top of the line computerIt had to work very hardThough they assured me that all the parts were made exactly to Dell's specificationsI can't imagine how low Dell's standards areIf that is the high end computer, I can only imagine the garbage entry level computer buyers are getting. Dell has an inferior product and in my opinion has broken the contract by misrepresenting this computer to be a top of the line machine, giving customers the impression that all components would be to that standard.
I do not accept their responseTo knowingly put substandard parts in a product with the intent of scamming the customer is in my opinion, criminalI would be interested to hear from AMD, and see if they would verify that this particular card (AMD Radeon HD 2GB GDDR5) was indeed modified by them to work with a 460w power supply
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The company did send out a wonderful representative, but this was only AFTER *** contacted me and argued that Dell would only replace the part and it would AGAIN be up to me to pay for installation After wrong parts and $in installations and removals *** called me asking for my availability and after leaving several messages he took days to contact me and only after I informed him I would go BACK to the Revdex.com On the evening we spoke he was condescending, rude and continuously cut me offHe gave me the choice of getting the part and dealing with installation myself or offered me installation only if I bought the product at the full price, ignoring all the money and time I had already invested I had to fight for the "Good Will" and am shocked that this individual is responsible for any customer service! Deplorable !!!
Regards,
*** ***

Complaint: ***
I am rejecting this response because: a rep said they would call me back regarding a discounted resolution to the previous offer
Regards,
*** ***

Complaint: ***
I am rejecting this response because: It is not trueI have responded directly to them via emailJanuary 1st, 2nd and 7th are the dates of the email interaction
Regards,
*** ***

Dear Revdex.com, I am writing on behalf of Dell Incin response to thecomplaint filed with your office by the customer. Thank you for providing a copy of thesubmission. We regret anydissatisfaction the customer may have experienced and appreciate the feedbackprovided
regarding this experience.Dell representative *** contacted the customer andconfirmed a return for full credit had been authorized. The representative followed up with thecustomer confirmed the credit has posted and will reflect on the next billingstatement. We remain available to assistand ask that the customer contact the representative ***@Dell.comSincerelyAdvanced Resolution GroupIncident***Dell Inc

Complaint: ***
I am rejecting this response because:We do not believe this matter should be closed We will explain why First off we believe it was horrible business practice by Dell from this stand pointWe purchased the two laptops which one we had no issues what so everThey were both Christmas gifts so they were not opened until December 25th Unfortunately it was the first week of January when we first used it for the first time and had issues so we contacted DellThe notes only reflect we had issues with McAfee but none of the other issues were recorded in the technicians notes but at that time we were already beyond the day return policyWe then off and on contacted tech support for help over the phone with various issues and with each call we requested to return the laptop but they insisted they could fix it over the phone so we proceeded to have them access our computer and try and help The final straw was we would be left on hold or hung up on after recording speaking with at least to different people from various depts not being able to speak to a supervisor about our issuesAfter contacting the Revdex.com first they finally called us back and have told us as you are aware they will not accept a replacement or return for repair or credit us our acct We have finally were contacted by tech support which had us reboot the computer which wiped out everything to start overWe also had to do updates approxsomething updates which took a two day periodWe want to believe that the software is supposedly working but where we have done this before we are not sureWe are still experiencing issues with scrolling and various keys sticking on keyboard but never the same keysWe have been promised by WedApril 15th that we will be contacted to schedule a technician to come to our house and replace the keyboardUntil the keyboard is replaced and a few days go by to determine that all issues have been resolved we do not feel this case should be closed and should remain open If the issues are not resolved we still feel that we should be able to return and get a replacement or return and credit our acct We would like to finish with we were already preferred Dell members dating back to We purchased with these two laptops 950-yr limited warranty(which at this point must be an extremely limited warranty)We also purchased 991-Dell limited hardware warranty plus in home service after remote diagnosis which we had done a number of times before contacted the Revdex.comIn addition to all that we purchased 928-accidental damage service for years.
Regards,
*** ***

Dear Revdex.com,Our records indicate that Dell representative Sampath will continue to be the customers’ point of contact. At this time the $has been returned to the first order. The remaining amount is being processed and the representative will update once completed. We ask that the customer follow up with the representative directly by email at ***Dell.com.SincerelyExecutive Support TeamIncident***Dell Inc

Complaint: ***
I am rejecting this response because:
I am "okay" with the completion of the service performed(even though it is not correct)
However, I am NOT satisfied with the Dell representatives remarks in his response#- I never asked for a replacement or compensation Dell offered and I really did not want to go that routeTo much time on my part to reset up a user#- I kept being told one thing from Dell Support & Corporate Office and another from World Wide TechWorld Wide Tech Main Offices was not be truthful to Dell about communication with me#- Dell Representative was very argumentative about the parts they sent were the correct partsHowever, the Technician onsite verified they were incorrectShe did a great job of going to the extra effort to find a screw in her vehicle and replace it
In closing, I have been EXTREMELY patient for the amount of time and effort I have had to give to this matterWhen, if it would have been done correct the first or second time, It would have been ok
I will accept this as closed and resolvedDoes not mean I am happy with the service performed by Dell Support staff and/or Dell Corporate and or the first Technician that was sent out
Regards,
*** ***