Dell

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative contacted Ms [redacted] regarding the issues described in her correspondenceOnsite service was provided and Ms [redacted] reports all hardware issues are resolvedOur representative provided technical assistance in reloading Office 2010; however, Ms [redacted] is unable to provide the product keyOur representative explained, due to our license agreement, Microsoft will need to provide a replacement product keyWe regret the dissatisfaction Ms [redacted] 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.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative dispatched an exchange and our records indicate it has been receivedThe customer reports that all issues are resolvedWe 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 [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [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 and authorized a refurbished exchange system The representative followed up and confirmed receipt and system is working as designed We remain available to assist and ask that the customer contact the representative [redacted] @Dell.comSincerelyExecutive Support TeamIncident [redacted] Dell Inc

Today’s Date: 01/12/2014Dear 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, [redacted] , to address the contents of their correspondenceThe customer states order concernsAt this time the agent has been advised by the customer the matter has been addressedThe customer was interested in placed the order again should a discount be providedThe agent offered a 5% discount which the customer respectfully declinedDell 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 their be any other questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:I was out of a working computer for over monthsThey refused to fix it unless I paid them extra money as it was under warranty.They should have to refund me for the + months that it was not working or extend the warranty Why should I the consumer have to be out when they were paid in full at the time of purchase?Every Rep I spoke to told me something different and transferred to another Dept.They are liable for this!!! Regards, [redacted]

Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund 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 discuss his concerns and, for customer satisfaction reasons, processed a Return Authorization A full refund for the customer’s computer has since posted to the customer’s Dell account and he should see it reflected on his next credit card statement We ask that he contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because:I have been in contact with Dell I have expressed my concerns below to themTheir offer doesn't solve my problem It puts me in a choke hold and a state of dependency on Dell.What they have offered puts me in a precarious positionWhat they haveoffered results in Dell making money from meThey want to send me arefurbished laptop with an operating system that will not be compatible with myapplicationsAnd they want to charge me for supporting the laptop, that weboth know will have problems Dell obviously did not see this as aproblem but an opportunity $$$.Again, they are asking me to accept a laptop blindly without knowing the modelor much of anything else about the laptopBut of course that is because therewon't be much in their offeringIt would be a shell of a laptopBasically, this is their offer:- Hardware configuration only - meaning none of the applications that were preinstalled on the original laptop (not even comparable) -System model and design will not be taken into considerationNeedless to say, they will not disclose the model or design they want to offer.- None of the bells and whistles that came pre-installed with mycomputer Not even anything comparableBasically, they will not matchanything pre-installed that came with my original laptop.- Only a few basic pre-installed applications that they fail to list.- An operating system that is not compatible with my applications In short they wrote that they will send a system with the current operating system and a few basic programs-Basically, they want to send me a shell of a laptopMy original laptop purchasewith Dell was over $3,It was by no means a basic systemBelow are just SOME of the design specs and services on my orginal laptop224-Studio XPS 16Notebook EA 317-Intel Core i720QM1.6GHz (GHz Turbo Mode, 6MB Cache) EA - -317-8GB, DDR3, 1333MHz 2Dimm EA - -320-inch WideScreen 16:1080p Full HD WLED LCD,W/MP, XPS 1645EA - -421-Dell Webcam CentralvEA - -421-Facial RecognitionEA - -320-ATI Mobility RADEONHD 1G B EA - -330-DELL RESOURCEDVD,BACK -UP,XPS EA - -341-500GB 7200RPM FreeFall Sensor Seagate Hard Drive EA - -320-Obsidian Black HighGloss Fini sh with Leather XPS EA - -421-Genuine Windows 7Ultimate, bit, English EA - -421-Windows LiveSearch,Multiple User Interface EA - -420-DELL WELCOME,SoftwareDimension/Inspiron EA - -420-Dell Dock ConsumerEA - -420-PC-Restore, Dim/InspEA - -421-Dell Support CenterSoftware Bit EA - -420-Dell Connect EA- -421-DELL-DOWNLOAD-FLAGEA - -330-Windows Label EA --420-Dell, Software, WildTangent Inc Games EA - -420-DataSafe LocalBackUp Basic EA - -421-WinPro and Ultimate with XP Mode ADOBE READER MULTI - LANGUAGEEA - -313-BluRay Combo DriveEA - -421-1361MOD,SW,RXO,EZCD,10.3,DE,FI EA - -421-Cyberlink Power DVDBlu -Ra y Disk Playback EA - -421-Soundblaster X -FiHi Def Audio Software Enabled EA - -430-Intel WiFi Link 5300802.11AGN Half Mini Card EA - -410-McAfee Sapphire MUI,-Month EA - -312-9-cell Battery EA --420-Microsoft OfficeProfessional Edition EA - -950-*Year LimitedWarranty EA - -980-*CompleteCareAccidental Damage Protection, Inspiron, Year EA - -Regards, [redacted] Email is the best way to contact me Regards, [redacted] ***

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, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] informed the customer her warranty ended in May, 2013, and an exchange is not possible at this time due to the warranty being expired Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc

Today’s Date: 10/22/ 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] , 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 [redacted] Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc

Today’s Date: 01/08/2014Dear 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, [redacted] , to address the contents of their correspondenceThe customer states various technical concernsAt this time the agent is processing a system exchange for the customerAs per Revdex.com policy a final response is being submitted today however the 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 [redacted] @Dell.com with any questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: The computer did not have a broken screen when I shipped it to the companyThe hinge was the only issueThey sent it back saying it was irreparable, now they say give us $and we'll fix it They should fix it for free They broke it Regards, [redacted]

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 representative explained that customers are limited to ten promo cards as outlined here: [redacted] s Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: Dell keeps indicating that the customer not responding I have a special need at home and informed them to call me at different times (see email attached) but they never contacted me [redacted] has already talked to me about weeks agao and informed me that I needed to contact Dell to return the laptop The package was never open and I told him that I would not be calling Dell after so much insults (hanging up and spending hours on the phone to get the rep) and asked him to arrange for return [redacted] refused my request and kept telling Revdex.com that he couldn't reach me I finally send him another email (See attached) asking what he really wanted to talk, especially after refusing to arrange for return Finally, [redacted] called me on Jan 07th and agreed to arrange for return This was what exactly I requested a long time ago and Dell refused immediately after sending the laptop Now, they are saying that Dell agreed for return after return period I feel very insulted with Dell's response to Revdex.com indicating that I was lying I asked [redacted] how come this return is possible now but not possible when I asked right after receiving the laptop I have never experienced such a nightmare with any other business Dell has wasted so much of my time and insulted me by indicating that the customer is not responding and lying I will not be purchasing a single item from Dell in the future and I informed to all of my family and friends Regards, [redacted]

Revdex.com Complaint ID: [redacted] 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, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] explained to the customer his system was years out of warranty and any repair would be billable Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:DELL CALLSI ANSWERTHEY HANG UP ON ME.DELL DOES NOT RESPOND TO PHONE CALLS I MAKE TO THEM AND LEAVE A VOICE MAIL.EMAILS TO THEM DON'T GO THROUGH.THE PEOPLE AT ARE WORSE THAN WORTHLESSI HAVE SPENT OVER HOURS ON THE PHONE WITH THEM TRYING TO FIX MY NEW COMPUTER AND THEY HAVE FAILED.I WILL PNLY DEAL WITH THE "ADVANCED RESOLUTION GROUP", OF WHICH [redacted] IS A MEMBER.THIS HAS BEEN GOING ON FOR OVER MONTHS NOW.DELL TRIED TO TELL ME THAT I HAD NOT RETURNED THE OLD COMPUTERI HAVE A FED EXRECEIPT THAT PROVES OTHERWISEDELL IS NOT LIVING UP TO THEIR CONTRACTUAL OBLIGATION Regards, [redacted]

Dear Better BusinessBureau,Our records indicate therepresentative [redacted] contacted the customer and confirmed the hardware isworking as designedThe issue is a software issue at this time the customerhas been offered a return offer is good until May 15th otherwise customer willneed to wait for the update to be released We request the customer contact the representative at [redacted] for any further assistance he may need regarding thismatter.SincerelyAdvanced Resolution GroupIncident [redacted] Dell Inc

Today’s Date: 01/16/2015Dear 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, Guan-Wei Yen, 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 [redacted] .Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:Can you explain what your stancein this matter is? I suppose you are aware that the technician came again forthe third time to take apart my computer, changed the parts again and theproblem persists after months of multiple calls, chats and visits.Since I bought this product inthe USA, and it is a portable equipment and I have been unable to use it sinceI bought it in June of 2014, I will accept to request the TAG TRANSFER that youoffer, IF you (DELL USA) guaranteethat this will assure me that my equipment will be fixed to my satisfaction andwork according to specs as advertised in no less than on more technical visit ordays, or that I will receive a new replacement equipment that performs as itshouldI do not want Dell [redacted] to clean their hands and say they can´t coverit because it was bought in the USAOr have the end of the soon to expire oneyear warranty in June of 2015.Again I repeat, I am willing togo ship and receive an exchange on my [redacted] address, you do not have to ship to [redacted] if that is a problem for you.Sincerely [redacted] Regards, [redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative dispatched a replacement system and our records indicate it has been deliveredWe 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 [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc

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