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 respectfully denied the customer’s request for
compensationWe 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

Today’s Date: 12/05/2014Dear 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 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 TeamIncident ID: ***Dell Inc

Complaint: ***
I am rejecting this response because: As I stated in my complaint, I was told in my initial contact with the Dell representative that because my $laptop was out of warranty there would be a $charge for the repair and I feel as a Dell customer who has spent that kind of money with them, that they should honor that as I believe they would if I were a customer spending $200,And for the fact that the machine is not even months oldAnd the only option I get from Dell is a third party repair service that charges double the price of the Dell repair quoteNo company should treat a customer that has spent there hard earned money with that way
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to meMy Machine is not still not up to markAlso, I have been misinformed by Dell representative about the compatibility issue regarding my new purchase to enhance my system's performance*** *** is fully aware of that issue*** *** did help me reinstalling the OS and I appreciate his efforts and cocnerns for thatUnfortunately, my system performance is still sluggish and unsatisfactoryI want Dell team to please expedite their service and resolve my system's performance issueI also want Dell to please stop misinforming their customers just to make moneyI have been through so much stress and bad experience already and selling me something for almost $with misinformation didn't helpNow *** after arguing at the first place agreed to send in a dell technician to remove the upgraded non compatible excessive Ram and issue me refund for those out of Rams
Regards,
*** ***

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 correspondence. Our records indicate the replacement system has been delivered and our representative explained the terms and condition of an exchangePer the terms and condition of the sale, compensation was respectfully denied; however, an extension to the warranty was offeredThe customer declined 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

Complaint: ***
I am rejecting this response because:I do not consider my issue with Dell resolved. I asked for a refund but was told that Windows simply "comes" with my computer and that there was no exact price to be refundedI asked why we couldn't skip the suggested costs and repair work by simply downloading the Windows software I had paid for via the daily pmessages on my computer that say downloading Windows is as easy as clicking on an onscreen download button; I was told that that would wipe out everything Windows-related on my computer and I would lose my data/files/etc.It appears the only thing left for me to do is to work with Dell's *** *** (while I am not happy with the solution being offered, Mr*** has been earnest and helpful in an effort to get the situation resolved) to migrate my files from my computer to an external hard drive purchased at my own expenseIt is my hope that, if I can do this properly and Mr***'s service person then takes my computer drive and corrects Dell's Windows software mistake, the issue will be eventually resolved...I remain unhappy given the many hours of my own time I have spent on the phone with several customer service people, the complete lack of response to the registered letter I sent to Dell *** *** *** *** and the fact that I had to pay for an external hard drive to assist Dell in correcting their own mistake.FYI, I sent this email to Mr*** today:GreetingsI have not yet had the chance to move everything onto the external hard drive and go to my relative's house to confirm the migration worked correctly; I'm hoping to get this done this weekendI will keep you updated.Thank you,*** ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because: There was no resolve in this matterThe discount that was discussed was only about $less than the original quoteThe phone call was a waste of time, since I was being told information I have already been told many timesMore importantly I feel that I am not responsible for the repairsThe 'customer induced damage' was not caused by meThat was caused after it had been sent out to Dell's repair depotWhich is something I am tired of repeating to Dell's representativesThis damage wasn't my (or anybody in my household's) doing and I should not be held accountable for itI am requesting Dell refund me for the price paid for the laptop, so I can take my business elsewhereI do not wish for the computer to repaired at this point, after years of being a loyal Dell customer, I no longer wish to be a consumer of theirs based on this whole fiasco.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:They have had the information for over a month, I feel like I keep giving them the same information over and over and they are delaying my replacement parts
Regards,
*** ***

Dear Revdex.com,As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customer. The representative explained to the customer under the terms and conditions of her warranty we replaced the system with a comparable unit. The representative also offered to process another exchange for a refurbished system as an exception which she declined the offer. We request the customer review her warranty terms and conditions which we have provided a link to for her convenience***If the customer would like to accept the offer provided by the representative assigned to this case. The representative can be reached directly by email at ***@Dell.com Advanced Resolution GroupIncident***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 representative can be reached directly by email at ***@Dell.com.SincerelyAdvanced Resolution GroupIncident***Dell Inc

Complaint: ***
I am rejecting this response because: Nothing has been resolved or settledThe representative I spoke with was unhelpful in resolving this matter, which is why I continue to push with corporateIf not willing to refund me for the amount paid for the computerIs Dell willing to cover the cost for the repairs? It should have been covered, I was told it would be, prior to sending it to the repair centerAnd the laptop all of a sudden had the liquid damageIf Dell will cover the repair costs, I will consider this matter closedUntil then I will continue to push to achieve a desired result
Regards,
*** ***

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. As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended. Sincerely, Advanced Resolution GroupIncident ID#***Dell Inc

Complaint: ***
I am rejecting this response because: The "gesture of goodwill" consisted of a 10% discount which was basically the same initial price Dell offered when I purchased the laptop on sale Furthermore, the laptop would not be delivered in time for Christmas, as I had initially intended The representative could not make any promises as to have the laptop ready in time for Christmas, and instead tried to convince me to purchase a "ready-made" laptop that was not with the specs I wanted just for it to be delivered on time Furthermore, my concerns about providing my credit card details to Dell, and Dell losing the order with no regard to my credit card information have not been addressed My card was never charged, however I did provide my card information in an order that Dell lost
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I had already been offered $off previously, and rejected the offer prior to filing this complaint with the Revdex.com
The only acceptable offer for settlement of this issue is Dell honoring it's agreement and obligation as documented and confirmed by Dell itself
Dell has a legal obligation to honor contractual obligations, and not engage in bait and switch tactics
Dell was provided with the opportunity to cancel the offer and acceptance multiple times, but choose instead to reaffirm the offer and acceptance multiple times over the course of several days, in several different ways, both verbally and in writing
To that end I'm filing a lawsuit in the state, and jurisdiction where I live against Dell's named representative:
** *** ***
*** *** ***
*** ** ***
Dell will be formally served on this lawsuit shortly
Regards,
*** ***

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 seen that the customer was credited for the Windows USB key and this should reflect in the customer’s 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

Complaint: ***
I am rejecting this response because:
I have made numerous attempts to contact *** but received no responsePlease advise
Regards,
*** ** ***

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 correspondenceA return for credit was dispatched and our records indicate the system has
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 his Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently spoke to Ms*** regarding Data loss and repair cost, which she may incur locally by a 3rd party serviceShe is demanding reimbursement for
the cost of the repairsOur representative informed Ms*** of the terms and conditions of sale, which dictates that Dell will have no liability for loss or recovery of data, programs or loss of use of system(s)Dell’s written policies, including as part of Mr***’s Limited Hardware Warranty also dictates that Dell is not responsible for such compensation. http://*** http://*** Her request for reimbursement for repair cost or compensation was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist within the terms of the Limited Hardware WarrantyOur 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

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,
*** ***

Dear Revdex.com,Our records indicate that Dell representative *** hasbeen in contact with the customer in regards to this situation. The representative authorized an exchange onthe monitor as a goodwill gesture and one time exception. The representative has followed up
andconfirmed the monitor is working as designedPlease have the customer contact the representative byemail at ***@Dell.com with any additional concerns regardingthis matter.SincerelyAdvanced Resolution GroupIncident***Dell Inc