Dell Inc

Complaint: ***
I am rejecting this response because: ONCE AGAIN, DELL IS LYING WE HAVE BEEN IN CONTACT AND WE HAVE HAVE WORKED ON DOWN LOADS AND AT THIS TIME THE DOWNLOADS HAVE RESOPLVED SOME OF THE ISSUES WE WERE STILL HAVEING KEYBOARD ISSUES AND DELL HAVE CALLED TODAY TO SCHEDULE A TECH PERSON TO COME TO THE HOUSE AND REPLACE THE KEYBOARDCHOPEFULLY THIS WILL HELP OUR ISSUEBUT I AM STILL NOT HAPY THAT THIS HAS TAKEN MONTHS AND SO MANY HRS OF MY TIME AND THERE CUSTOMER SERVICE ON A SCALE OF ONE TO TEN TEN BEING THE BEST ONE BEING THE LEASTI WOULFD GIVE THEM A NEGATIVE NUMBER NO MORE THAN A ONE AS STATED I DO NOT WANT THIS MATTER CLOSED UNTIL THE HAVE REPLACED THE KEYBOARD AND WE HAVE SOME TIME TO SEE IF ANY OTHER ISSUES
Regards,
*** ***

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that his Dell system limited hardware warranty expired on August
25th, As a gesture of goodwill and in the interest of customer satisfaction, our representative offered out of warranty service at a discounted ratePlease note that Mr*** elected not to accept our offerHis request for a free repair was respectfully deniedWe 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 ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID:***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 attempted to contact the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. The customer has confirmed the part has been replaced and has approved closing the case. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customer. The customer first contact with Dell was after she was out of warranty on 9/14/2013. The customer system invoice on 5/19/with a one year warranty. The representative can be reached directly by email at ***@Dell.com Advanced Resolution GroupIncident***Dell Inc

Today’s Date: 01/16/2014Dear 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 agent is
working with the customer regarding charges on a canceled order and their refundThe 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 ***@*** .Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Today’s Date: 12/19/2014Dear 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 advised the agent the matter has been addressed by another agentDell 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.Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and wants a free warranty extension or a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell cannot warrant that the operation of any Dell product will be uninterrupted or error-free and Dell’s Limited Hardware Warranty does not offer provisions for concessions based on difficulties a customer may experience with their computer Dell will not be offering a refund or warranty extension at no charge and no further attempt has been made to reach the customer regarding this caseWe remain ready to assist the customer within the terms of Dell’s warranty and our other policies.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 correspondenceOur representative and his supervisor declined the customer’s
request for compensationThe customer has not supplied the requested information for a resolution nor responded to additional contact attemptsWe 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 and the supervisor at ***
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc

A Dell representative contacted Mr*** *** and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by email at ***

Complaint: ***
I am rejecting this response because (as previously attempted to send in via email to both the *** and *** email addresses, and also via a phone call to Revdex.com) :As a response to my complaint, I have been contacted by Dell Advanced Resolutions and have gone round and round with them for several days now. However, they are now dead-set on forcing a resolution on me that is not at all acceptable (see attachment in email).I am told the only option, besides just paying my Preferred Account from my bank account and ignoring the gift card, is to follow their refund suggestion. In which case, I would be forced to return the computer that I have had set up and my family has been using for over a month now, and leave us without a family computer for my kids to work on their homework and me and my wife to work on family finances. They then would refund the full amount of the purchase to my Preferred Account and close that out, after which they said I could then place a new order using the gift card. Ignoring the fact that we would be without a computer and I have had negative credit reporting events as the result of this, and I would have wasted all of the time I’ve spent setting it up and trying to get this issue resolved, I then would be forced to purchase something else at the current retail prices instead of the $300+ in savings I got from placing the order on CyberMonday in the first place (and then spend all of the time again getting the new one set back up).To me this is just absolutely ridiculous and unexpected from a company with such a large industry footprint, who you would think would be focused on customer service and satisfaction.All throughout this process I have also attempted to seek help from my business contacts within the enterprise systems groups with Dell, and they have said they are engaging peers from their consumer division to help out, but it has been many weeks without any responses or actions from them. Contacts I have communicated with are ***@Dell.com who is *** *** *** with Dell Large Institution, ***@DELL.com who is with Dell Large Enterprise Americas, and ***@dell.com who is *** *** *** *** with Dell Financial Services.I am at a loss and do not want to go through their suggested refund process because it is not an acceptable resolution, so I am asking what my options are? Do I need to seek legal counsel to resolve this with Dell?Again this all started because I had legitimate gift cards to use for a new computer purchase, and they would not let me use them because their system only handled one at a time, and they forced me to consolidate them and then to open a Preferred Account to place the order, and then told me the consolidated gift card could be used to pay the Preferred account off once the consolidation was done. I would have never opened the Preferred account otherwise.All they need to do is accept my gift card payment as they previously said they would and clean up my negative credit report events they have caused, and I don't understand why I need to return the computer and go through the refund and re-order process just to get that done. It is just paperwork, not rocket science
Regards,
*** ***

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customer. The customer was never offered more than the $refund or a return at this time the representative is processing the credit. The representative will update the customer once credit has been finalized and posted back to his original form of payment. Dell does consider this matter resolved and closed. Please have the customer contact the representative by emailing at ***@Dell.com with any additional questions or concerns.Advanced Resolution GroupIncident***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, per the terms and conditions of the sale, respectfully
denied the customer’s request for the pricing error to be honoredThe customer has not responded to multiple contact attempts. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative remains available and may be contacted directly via email at ***@Dell.com. *** Sincerely, Executive Support TeamIncident ID: ***Dell Inc

Today’s Date: 01/14/2014Dear 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 continued technical concernsAt this time the agent has confirmed the customer has received their exchange system in proper orderDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** with any additional questions or concerns..Sincerely,Executive Support TeamIncident ID: ***Dell Inc

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 correspondenceTechnical assistance was provided to the customer and no other issues are
reportedWe 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 ***@Dell.com. Sincerely, Executive Support TeamIncident ID: ***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 processed a credit as a concession for the customer’s issue that should appear in his next billing cycle. 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,Dell representative Sacheendranath followed up with the customer unfortunately the customer acknowledge Dells contact but she has been ill and unable to work with usOnce the customer is released from the hospital and able to work with us she may contact the representative assigned to the case. Please 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 the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently made multiple attempts to reach Ms*** by phone and e-mail; however, has not been able to discuss the contents of her correspondenceWe 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 ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc

Complaint: ***I am rejecting this response because:Regards,*** ***

Thank you for providing a copy of the customer’s submission. Dell representative, ***, has been assigned to this case and has initiated contact with the customer by phone; 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 ***. The representative can be reached directly by email at ***

Complaint: ***
I am rejecting this response because: I have been told my refund will appear on my next monthly statement I do not want a refund on paper I want a refund on a check or to my bank account I cannot access my Dell account on the web or reach Dell Financial Services by phoneThe Dell representative will not reply to my email asking that my account information be made available to me Thank you for your efforts to resolve this problem I believe it was because of Revdex.com's action that it has gone this far I hope you will continue until I get the money back Thank you
Regards,
*** ***