Dell

Complaint: [redacted] I am rejecting this response because: The ITEM WAS PART OF AN ORDER CONTAINING SEVERAL ITEMS FROM DELLWE CHARGED THIS TO OUR DELL CHARGE ACCOUNTi REQUESTED A REFUND "CHECK" tHEY INITIALLY SIAD OK, THEN JUST REFUNDED IT TO THE CHARGE ACCOUNTTHEY WERE AWARE THAT I HAD A JOB THAT DEPENDED ON MY HAVING A TABLET AND THAT I HAD ALREADY LOST A GREAT AMOUNT OF MONEY DUE TO THEIR RATHER APATHETIC RESPONSE FROM DAY ONETHUS, I DO NOT HAVE THE MONEY TO GO AND BUY ANOTHER ONE, SO THAT ENDS MY JOBbY THE SAME TOKEN, THEY ALSO DID NOT ISSUE ME A NEW REPLACEMENT THAT I HAD REQUESTED SEVERAL TIMESwHEN THE REFUND WAS TALKED ABOUT, I REQUESTED A REFUND BY CHECKI WAS INITIALLY TOLD THEY WOULD DO THATTHEN, THEY CHANGED THAT AGREEMENTWITHOUT MY CONSENTi HAVE ALREADY PAID FOR MONTHS OF PAYMENTS AND INTEREST ON THAT TABLET.MU INITIAL REQUEST BACK A FEW MONTHS AGO, WAS TO SEND ME A NEW REPLACEMENTINSTEAD THEY KEPT PARROTING A SCRIPT OVER AND OVER AGIAN WITH REGARDS TO THE CONDITIONS OF THE WARRANTEEI SEPNT HOURS ON THE OHONE WITH A THIRD PARTY CONTRACED BY DELL TO FIX THE ISSUESTHE TECHS COULDN'T UNDERSTAND NOR SPEAK ENGLISH WELLTHEY REFERRED ME TO THRID PARTY SOFTWARE TO FIX THE ISSUETHAT SOFTWARE IN NO WAY WORKED OR WOULD HAVE WORKED FOR THE ISSUES AT HANDTHIS HAS BEEN A FIGHT FOR SOME MONTHS NOW JUST TO GET A WORKABLE TABLETIN SUMMARY, WHILE THEY REFUNDED MY ACCOUNT, THAT WASN'T THE INITIAL AGREEMENT AND THUS I AM WITHOUT MY JOB AND A TABLETI SEE NO REASON THAT THEY SHOULD NOW HAVE REPLACED IT MONTHS AGOI HAVE USED DELL PRODUCTS FOR MANY YEARS, HWOEVER AFTER THIS MIGHTMARE, I WOULD NOT RECOMMEND NOR USE THEM AGAINi STILL HAVE ANOTHER ISSUE WITHT HE PC I BOUGHT FROM THEM THAT HAS BEEN THE SAME NIGHTMAREI PAID OVER $FOR PREMIUM SERVICE CONTRACTS, IN HOME, AND AS OF TODAY, THEY HAVE BEEN UNABLE TO RE-INSTALL THE OS THAT THEY SAY WOULD RESOLVE THAT ISSUE( A CONCLUSION THEY CAME UP WOTH AFTER OVER HOURS SPENT OVER SEVERAL OCCASION WITH TECHSCUSTOMER SERVICE IS NON EXISTENT WITH DELL ANYMORE Regards, [redacted] ***

Today’s Date: 03/05/2015Dear 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 correspondenceThe customer states technical concerns with their Dell unitAt this time the agent has advised the customer that the warranty expired on 4/22/and there would be a cost associated with any repairsThe customer has declined to work with the agent if a free repair is not an optionDell 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 they reconsider opting to pay for the repair.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] l Well representative [redacted] ...it is most certianly not resolvedI still have a useless computerRevdex.com, what can be done about a company selling faulty products, "fixing it" with the same faulty products and telling its customers, OH WELL...this is unacceptablei paid alot for this laptop, I expect to get several years use out of it before having to purchase another one...so fix it, and fix it right or send a comparable one to replace it...mr [redacted] , you admitted that these particular models had major issues...and no one believes it was only one batch..the websites I provided shows plenty of people having this same issue...do I need to research more???? this is abominable behavior

Complaint: [redacted] I am rejecting this response because:Their actions did not resolve the problemWhile the system's wifi is working better, the connection/signal drops often and struggles to connect unless within very close proximity to a routerI am requesting that Dell either replace the internet card or provide us with a computer that works properly Regards, [redacted] ***- [redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding the issue described in his correspondenceOur representative informed him of the terms and conditions of gift cardsAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement gift card 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] , in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: Dell Inc

Dear Revdex.com, Our records indicate the representative [redacted] followed up with the customer who advised the system is working at this time with no issuesWe request the customer contact the representative at [redacted] for any further assistance he may need regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc

Dear Revdex.com,Dell representative Satish has followed up with the customer and explained after further review we will honor the point of sale price for the extended warranty The representative explained for the customer to purchase the extended warranty and provide the order number The representative will than process a credit back to the original form of payment for the differences The representative can be contacted by email at [redacted] .SincerelyExecutive Support TeamIncident [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 the customer may have experienced and appreciate the feedback provided Since the date of the original submission, our records indicate an exchange is being processed and a replacement computer has been sent to the customer We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Thank you for providing a copy of the customers’ submission Dell representative, [redacted] is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assist Please have the customer contact the representative by email at [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 correspondenceA credit has been processed and the customer verifies it has been received 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 [redacted] @Dell.comSincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc

Today’s Date: 01/29/2015Dear 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, [redacted] , to address the contents of their correspondenceThe customer states software concernsAt this time the agent has attempted to work with the customer however the customer refused to provide the agent with the information necessary to pull up the customers account in order to troubleshoot the unitAs a result the agent is unable to work with the customer to resolve the matterDell 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 they reconsider providing the necessary system information to the agent.Sincerely,Executive Support TeamIncident ID: [redacted] 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 will need to submit an international tag transfer since he has taken the system outside the USA[redacted] Advanced Resolution GroupIncident [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 thank you for everything the case is complete they resolved the case at ones Regards, [redacted]

Today’s Date: 10/27/ Dear 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 they were promised U.Sdollars in compensation for various technical issues which were resolvedAt this time the agent investigated and did not find documentation for the promised compensationThe agent however did offer a dollar credit or a two month warranty extension for their troublesBoth were declined by the customerAs this is Dell's final stance on the matter the case was closed by the 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 [redacted] should they reconsider the agents offer Sincerely, Executive Support Team Incident ID: [redacted] 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, [redacted] , to address the contents of their correspondenceThe customer states difficulty with placing a Dell orderAt this time the agent has taken the customers feedback and confirmed the customers refund was processedThe customer has advised the agent there are no other questions at this timeDell 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 other questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

A Dell representative is continuing to work with [redacted] to achieve an amicable resolution for his concernsUnit was sent to depot for serviceOur representative may be contacted directly via e-mail at [redacted]

Complaint: [redacted] I am rejecting this response because: when I spoke to the Dell Representative, he informed me that the computer would be fixedUpon agreement that the computer would be sent out to be fixed, the request was quickly declined the following day AFTER the representative looked into the system model that I haveI am dissatisfied and thoroughly angry that a Multi-Billion dollar company cant support a make/model that costed 3000$I am a hard working student, and 3000$ was essentially thrown away after Dell declined to rectify this situationIf the make/model has reached its "end of life" as they had phrased it, why would a 250$ hardware warranty make a difference? Im sorry but to pay Dell more money in order to maintain a working, "up-to-date," system is beyond what a college student as myself has a budget forEspecially, since this computer had the same hardware issue twice under a year span, there is a reason this make/model has reached its "end of life." Clearly Dell knew it has issues and so they are wiping their hands of all customers who didn't maintain a 250$ yearly payment towards an already expensive system(thus I would have invested another 750$ into the computer, keep in mind.) I feel it is Dell's responsibility to pay for any maintenance/replacement parts to this computer in order to really say they back up their products 100%Because from my standpoint, they only back up products that you continually pay money forAnd if you don't have the money, then to them, you are S.O.L Regards, [redacted]

Today’s Date: 04/16/2015Dear 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, [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] @Dell.com .Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: I am not requesting that the item for which price match has been requested be combined with any additional promotion or discount In fact, Mr [redacted] was initially unaware that the very company he represents, in this case Dell, has in place a price match policy and it required that I supply him the link to the price match guarantee webpage on the Dell website Further, as the attached chat transcript confirms, Dell does in fact match price when an item is on sale.Further, I move to keep this complaint open in order to hold this business accountable to its price match policy Further, I continue to request that the item for which price match has been requested be offered at the price of my initial price match request made via chat, as is the outlined method for requesting same on the [redacted] website, on January 27, 2015.I am also happy to provide any email correspondence between the business and myself to help validate the points made above Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Dell was upset with me about calling to notify you about our complaintThe question this tech asked is the same question that is asked every time we have to call the Dell Concierge program when called if another problem arises on our laptopThis tech asked if the computer was doing okay after this last fixEvery time I need to have the laptop fixed then the tech asks afterwards if all is working wellThe same is true this time tooBut I'm already having problems again with the laptop once againTherefore when the tech called me to get angry with me for reporting them to the Revdex.com, the tech asked if my computer was working okayIt was until this afternoon when the screen froze and I was unable to get the mouse to work properlySo you see this is what happens all the timeThey appear to fix the laptop then I have problems all over againSo yes I reject their response Regards, [redacted]