Dell

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 Please read the attached MS Word document which includes copies of the emails exchanged with Dell's [redacted] Regards, [redacted] ***

Thank you for providing a copy of the customer’s correspondenceA Dell representative is working with Ms [redacted] to achieve a resolution for her concernsOur representative may be contacted via e-mail at [redacted]

Today’s Date: 12/29/2014Dear 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 correspondenceThe customer states they purchased the Dell extended service plan and are requesting the battery be replaced on their Dell unitAt this time the agent has advised the customer the hardare warrarty plan which has since expiredThe agent apologized and advised the customer the battery is no longer covered and cannot be replacedDell 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

Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the original submission, our records indicate the customer was contacted and assisted with his technical issues We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur records show that the order# [redacted] was delivered on February 20th, As a gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial creditOur representative also verified that the partial credit has been posted to the original form of payment and followwith Mr [redacted] to confirm resolutionWe 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 [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Dell called me numerous timesI want as promised , yr warranty on both lap tops in exchange for the gift card values with no extra charges Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:The pricing did change By sending me a unit that did not include all parts as advertised and later confirmed, you overcharged me It also caused me to sell the tablet at a loss and I then had to reacquire it for an additional loss The SSD I placed in the unit had to be returned minus a restocking Another loss I incurred.Dell, via Twitter, told me days before my laptop shipped that this was a known error and that my order would not be affected, even after I made them aware of this specific problem Due to their lack of concern for my order, they doubled down on this mistake Dell has shown no willingness to make this situation correct despite their numerous errors They didn't even accept my request to build me the laptop as advertised even though they build computers for a living I told them I'd be open to an exchange for another model, yet they claimed this was impossible to do Dell can't do an exchange?Dell's $offer is a slap in the face and not even a good faith attempt to resolve this issue The $was to keep the defective laptop.I've wasted hours on this mistake of theirs From phones, calls, emails, twitter chats, trying to reacquire the tablet, having to return the SSD I purchased for this unit and losing money on a restocking fee, they have shown zero remorse See the attached twitter chat where Dell assured me, despite my warnings, that this was an isolated issue and my unit would be as described If Dell is offering me an additional $as compensation for their total mismanagement of this issue?The representative assigned to my case has no authority and has to check with somebody else what he can do That is also totally unacceptable Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The original purchase date was for the original ComputerThis is a replacement because that computer was defectiveI have had several system replacements this was never the caseThis response has nothing to do with the fact that a battery on a brand new computer not even six months old has stopped workingThis complaint has to do with your product that you have sent as a replacement is defective as was the one originally purchasedThis is not a negotiation, I have told you what I want to be done, and I think that is very fair Regards, [redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative processed a credit to facilitate the customer receiving the full discount offered onlineOur records indicate the duplicate order has been returned and the credit 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 [redacted] .Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc

Today’s Date: 01/26/2015Dear Revdex.com,A Dell representative, [redacted] has been assigned to the case and has been in contact with [redacted] by phone to discuss her concerns [redacted] was upset with software issues and program settings (font size) changing on her computer [redacted] has offered to troubleshoot these issues, or replace the system with a refurbished exchange per warranty terms [redacted] is now waiting on [redacted] ’s decisionOur representative may be contacted directly via e-mail at [redacted] , if there are additional concerns.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Dear Revdex.com,Dell representative [redacted] followed up with the customer and offered a refurbished exchange which is following the terms of the warranty At this time the representative is waiting for the customer to confirm Please have the customer contact the representative by emailing at [redacted] @Dell.com with any additional questions or concerns.SincerelyAdvanced Resolution GroupIncident [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: My laptop has had consist issues that are compounded by Dell's insistence to replace parts rather than replace the unit which leads to additional problemsSince they refuse to extend the warranty on the laptop I am fearful that issues with the hardware will continue to occur and after May 8th I will be without a functioning laptop and have no support to fix it 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 advised the customer, per the terms and conditions of the sale and the limited warranty, will need to contact the manufacturer of the graphics card for supportWe 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, Executive Support TeamIncident ID: 29823897Dell Inc

Complaint: [redacted] I am rejecting this response because: [redacted] @Dell.com has asked many questions regardinginformation already provided and does not clarify when he or she providesinformation that needs to be questionedThisperson will not clarify the information they provided and he or she states thatthere is no one else at Dell I’d be allowed to speak to, regardless of she orhe being unable or unwilling to explain the information provided [redacted] @Dell.comseems to have trouble composing clear client correspondenceMany one lineemails were sent to me asking for details one by one that had already beenprovided as part of my complaintsWhen presented with my sales receipt details and email proof ofthe receipt [redacted] @Dell.com stated that the machine was already purchased“much earlier” which would have had to have been by someone else before me as I’dnot purchased anything else from Dell prior to October 22nd, withinthe last few yearsI definitely did not purchase a Dell Optiplex computersystem from them ever before thisFrom what [redacted] @Dell.com stated I can onlyassume that the machine was returned by someone for some reason and I was soldreturned goods that were not refurbished or recertified again after the firstcustomer purchased the machineI can only assume since when asked if why he orshe said the machine was purchased “well before” the date I purchased it he orshe will not explainI’m not sure if [redacted] @Dell.comwas trying to disprove the validity if my receipt or if he or she simple sendout information to Dell customers that they have not verified to be correct.Either way, this persons conducts leaves me with little confidence as to whetherwhat theywrite to be true and/or correctFor weeks I have tried to get clarification on this but [redacted] @Dell.com will not say whyhe or she wrote that the machine was purchased “much earlier” than the date I purchasedit onYet he or she also agrees that I purchased it on the date my receipt indicates,being October 22nd, I have only made one purchase from them inthe past few years, via ebay, on October 22nd, 2014, never beforethenOn one hand, he or she states they agree that I purchased the machine onOctober 22nd, on the other hand [redacted] @Dell.com states it waspurchased “much ealier”After multiple requests for clarification of thisprior sales date [redacted] @Dell.com has not respondedBeing that the machine failed weeks after I purchased it andDell has not commented as to why [redacted] @Dell.com stated the machine was already purchasedby someone (I would assume someone, all that [redacted] @Dell.com stated was thatit was purchased “well before” the date I purchased it on) before me, I canonly assume that the machine was returned by the previous owner due tomalfunction and then was resold to meAgain, please note that [redacted] @Dell.comhas not clarified why he or she stated that machine was already purchased on adate "much earlier" than the date I purchased it, which was October22ndWhy do they have record of this machine being purchased by someone beforeme? Surely they should be stating that a machine would be recertified orrefurbished before it is passed from one customer to the next, instead [redacted] @Dell.comstated otherwiseSomeone purchasinga refurbished and repaired machine should be shown as the first owner of thatmachine as it is supposed to be brought back to the level of functionality asadvertised and enter a new warranty periodRefurbishment would indicate thatdefective parts were replaced or repaired but [redacted] @Dell.com wrote thatthe machine was “tested” before I purchased it with no mention of what thesetests areI would think that a refurbishment process would catch a hard drivethat is soon to fail only weeks after it was “tested”There was no mentionof fixing previous problems with itThis detail has already been amended to myRevdex.com compaint and has not been addressed by the companyWhen I requested proof that the machine was refurbished, whichwould be a list of the serial numbers the repaired components, I was ignored [redacted] @Dell.com seems to feelthat just stating something should make it acceptable.Dell represented this machine as being refurbished which shouldmean that steps were taken to fix any problems with it before selling it toanyone [redacted] @Dell.com told me that the machine hasalready been purchased by someone before meAs Dell will not explain why [redacted] @Dell.com stated that my receipt information wasincorrect and the actual sales date was "much earlier" the date Ipurchased the machine, while Dell also states that indeed they accept myreceipt with the actual purchase date to be the proof of sale [redacted] @Dell.com has stated that he or she does notanswer to a Dell manager when a customer is dissatisfied with poorcommunicationsIf the machine was not purchased by someone else before me thenwhy did [redacted] @Dell.com say it was?Being that it seems that Dell already anticipated the goods tofail early by stating that they only wish to honour a day warranty asopposed to the day warranty they agree that refurbished machines sold elseby them fall under and the mysterious sales date “well before” the date Ipurchased the machine which has not been explained I can only assume I was soldreturned goodI’m left only able to assume due to the poor service and lack ofinformation provided by [redacted] @Dell.com.Further to the disclosure that the machine was purchased bysomeone other than me, before me, [redacted] @Dell.comprovided a link to the ebay website to prove something about a day warranty butI did not use the ebay website to purchase the machineHe or she was alreadytold as suchThe machine was purchased using the ebay app on an older versionof Android so I was not presented with the webpage that they refer to when Ipurchased the machine using the ebay appHe or she mentioned nothing about theebay app for an older version of AndroidI’m not sure why they are referringto another company’s website when I did not purchase via this websiteHe orshe has also failed to address the slip put in the shipping box referring customersto view warranty information at [redacted] Regardless of these detailsnot addresses by [redacted] @Dell.comwhat is at issue, due to the information provided regarding the previous salesdate is that it seems I was sold returned goods [redacted] @Dell.com states“we always stand by our products”The machine I bought from them no longerfunctioned after weeks of useThis is not the same type of company I didbusiness with years ago when buying earlier Dell productsAccording to [redacted] @Dell.com Dell is a companythat stands behind products that fail after weeksThat is a sad representation of this company Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I reject the response by Dell due to mountains of evidence provided to both the Revdex.com copying also [redacted] and [redacted] of Dell showing proof of what I asked to purchase, being advised it wasn't available but what will/was sent is much better/at least comparable, once received non worjing in which sales person was immediately notified and advised of the issues in which I was then told "yes" what I originally asked for the Dell XPS Mwas available but then disappeared when waiting on what to do next as far as scheduled pivk up and return of this broken down Latitude that has caused me to hae to purchase a new laptop as well as my personal accounts, files being hacked and breached due to built in logging monitoring software addedFull refunded is still requiredOr please advise to whom and where I need to file as Dells headquarters is not within the same state as I 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 attempted to contact the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] attempted to contact the customer on three (3) separate occasionsHowever, they were unable to speak with the customer but they were able to leave a voice mail or message each time stating the purpose of the call and providing their direct contact information [redacted] has also noted the customer’s order has been delivered 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

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 confirmed the credit which will reflect on the next billing statement We remain available to assist and ask that the customer contact the representative [redacted] @ [redacted] SincerelyAdvanced Resolution GroupIncident [redacted] Dell Inc

Today’s Date: 01/23/2015Dear 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, [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 TeamIncident ID: [redacted] Dell Inc

Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication and processing expectations for a promotional gift card We regret any miscommunication which may have occurred and appreciate the feedback Dell records indicate the gift card was a promotion for which the customer was not charged and information regarding promotional guidelines should have been included when the customer received the gift card As previously indicated, since the date of the original submission, a Dell representative contacted the customer and clarified the terms of the promotion which includes information regarding the expiration of the promotion and that Dell cannot extend the expiration date or provide replacement gift cards For this reason, the representative denied the customer’s request to replace the gift card As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc