Dell

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and though I don't understand why after emails dell representative [redacted] [redacted] a could not get done what this rep did in a matter of minutes, I find that this resolution is satisfactory to me Regards, [redacted]

Thank you for providing a copy of the customer’s submission Dell representative, [redacted] , 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 [redacted] The representative can be reached directly by email at [redacted]

Today’s Date: 12/19/2014Dear RevDex.com,Thank you for providing a copy of the customer submission. Dell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondence. The customer states continued techncial concerns. At this time the agent has processed the customers refund and is pending confirmation on the customers end. As is RevDex.com policy a response is being provided today to the customers initial rejection. The agent will continue to work with the customer until the matter is resolved. Dell regrets any inconvenience caused and we thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted] with any questions or concerns.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc

Dear RevDex.com,Thank you for the opportunity to address the correspondence submitted by Ms. [redacted] . A Dell representative contacted the customer regarding the issues described in her correspondence. Our representative respectfully denied the customer’s request for reimbursement... and explained virus issues are not covered under the Dell limited warranty. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experience. Our representative may be contacted directly via email at [redacted] @Dell.com. Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc.

Complaint: I am rejecting this response because: There seems to be a misrepresentation of the products for sale on the Dell Outlet website I have been told NUMEROUS times by many people that "Scratch and Dent" is the same as "Refurbished" It is my understanding that if I were to purchase a vehicle in a "Scratch and Dent" sale I would assume it was "Scratched" or "Dented" and I would not understand that to be a vehicle that had been disassembled and reassembled in repair or to have been pre-owned The most common representation of this is known as "Bait and Switch", an advertised product is sold and an inferior product is delivered in place of the advertised product The exterior of the box indicated a "Scratch and Dent" however the interior product indicated it was "Refurbished", the Dell representative cites that these designations are one in the same The Dell website distinguishes "Scratch and Dent" over "Refurbished" during the sales purchase process, so there is conflicting information over what product is represented and what product is actually delivered to the consumer The laptop, regardless, is on the way back to Dell for a full refund because the product does not work properly The original repair did not remedy the condition of the problem for the first customer and it was still broken when it was shipped to me The product touchpad did not work properly and at this point in the life of the product would have been repaired twice Certainly, a person can understand why I would not want to "Exchange" the product for another product that had been classified similarly or repaired similarly This prompted my decision that a NEW laptop would have been the only possible accommodation and considering the condition of the new laptop I viewed at a local store and the laptop sent to me, I determined that the touchpad may have a defect overall and would ask for an extended warranty beyond the warranty as a good faith gesture for the amount of hours I have spent in the entire process of working with the laptop to determine its failure as well as my attempts to work with Dell Customer Service and Technical Support team Regards, [redacted]

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 complaintPlease have the customer contact the representative by email at [redacted] @Dell.com

Complaint: [redacted] I am rejecting this response because: I have no proof to show that I contacted Dell in and during the March time frame when I first started having the difficulties with the tablet as I have written in my complaint Dell has those notifications of every thime that I called for their assistance due to the difficulties with the table They can not state as truth that the first time I contacted them was October of That is complete lie Dell states that when a customer speaks with Dell on the phone, that the information and conversations are recorded for training purposes They have records sho [redacted] the times I notified them because I have had many of the representative; to whom I have spoken, state that they are sorry that the problem has been going on so long You the Better Business Breau can call them inconspictiously and check and verify what I am stating here, is the truth I also have the case numbers Dell issued for the problems I have had which showes the dates that I called which indicate by Dells records that I have been calling them regarding the problem for a period of months no less that than months to fix the problemDell is lying about the initial contact that I had with them regarding the issue I know they have records indicating my initial contact Dell is responsible for selling the consumer a product to operate as described by the manufacturer that meet the needs of the consumer I am not going to play a game on words between Dell and I They sold me a faulty product and I persued resolution to the problem seeking the manufacturers guidanceThe product was never fixed and the consumer lost time during the process to fix a product that shouldn't need to take several months to fix An automobile doesn't take that long to replace or pepair I am asking Dell a simple thing is to honor their own product warrantee If they can not fullfill or agree to a resolution then I will seek further legal assistance to this matterThanks You, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I already knew dell was going to feed me crapi thought your office would help me expose the fact that they are making computers of bad quality and then dont support the warrantythey want me to buy a warranty for a computer they acknowledge they failed to fixcan this office truly help me or am I just wasting more of my time trying to expose a bad business practicei thought that was what this website was for Regards, [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 his concernsOur representative explained the terms and conditions of Dell’s limited hardware warranty which dictates that software issues are not covered under the warrantyPlease note that our representative offered technical assistance; however, Mr [redacted] elected not to accept our offer of assistanceDue to our days return policy, his request for refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist Mr [redacted] within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: 30204293Dell Inc

Dear Revdex.com,Our records indicate that [redacted] has confirmed that the system has been received and confirmed system is working fine We ask that the contact the representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.SincerelyAdvanced Resolution GroupIncident [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: I know the Dell XPS Ultrabook is out-of-warranty and my intention was to fix it by buying a new hard disk and the factory image to restore my PC; this all started because Dell did not provide the factory/restore imageI even bought a USB recovery disk from Dell; I never intended to demand a free fix nor free products, but Windows was working and now I want to reuse the same product key, Microsoft says it's blocked.The product key should be working forever; it's not that you have a buy a new product key with each Windows restorationThe Windows product key should remain working until the last this laptop diesIt's NOT my fault the product key is blockedAccording to Microsoft, the product key ending with "QC736" is property of Dell and they should provide me with a working keyMy laptop should be able to use this product key forever unless my motherboard gets damagedThe product key is branded in the BIOS/motherboard.I'm willing to come to a 50/solution so both us can be satisfied; I'm a Dell customer for years.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 her correspondence Our representative processed a credit which will be applied to the original form of paymentWe 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 [redacted] Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because: First of all, I wish to thank the Dell Corporate employee who queried regarding my contact with the Revdex.com concerning said matter It is just another example of how Dell Corporate is unaware of the commentary and practices of their employeesI have appreciated this opportunity to share my unfortunate experiences with the Revdex.com and Dell, Inc Again, I will reiterate that regarding telephone service with my Dell Inspiron laptop computer, with Dell Concierge service, I was NOT informed by the Dell technician of data loss; moreover, I was ensured with substantial certainty that with his instructions, there would be no loss of data That did not occur, and it was corroborated by his supervisor His supervisor then recommended that I seek data restoration services I followed his recommendation and incurred independent charges He recommended that I contact Dell customer Service to discuss the matter and thus, the situation at present, with the involvement of Dell Corporate That is the crux of the matter Dell Corporate assumes no liability for the queries, errors, omissions, instructions, and recommendations of their technical staff, and perhaps their corporate staff as well following their sale of product It appears there is a lack of cohesion amongst Dell employees and their presentations to customers It also appears that best practices are not in order I continue to consider this matter to be unresolved at this time until Dell takes ownership of the experience that resulted in the loss of data from my Dell product Regards, [redacted]

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 the correspondenceAs a onetime goodwill gesture our representative dispatched the optical drives to the customerOur records indicate they have been deliveredWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding their Dell experienceOur representative may be contacted directly via email at [redacted] @Dell.comSincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I prefer not to contact [redacted] as what she stated over the phone contradicted with the other agents that I had dealt with She said that the harddrive was erased but someone from DriveSaver who has contacts at Dell said that they located it they day after she called me It was returned to me several days after the compliant was filed My biggest compliant was the inconsistency of what Ms [redacted] said over the phone vs everything else that was said or happend Also, they admit no responsibility of any wrong doing on their part I simply asked that they improve their training process so when similar situation happens in the future, their customers do not have to jump through hoops to get their harddrive back - it took me days One of the Dell agents said that it's their policy to offer their customers to keep the hard drive to see if the data can be recovered, THEN TRAIN THEIR TECHNICIAN TO ACUTALLY MAKE THE OFFER Everything said after-the-fact is an excuse and meaningless Even though Dell's response was not satisfactory, I would like to close the caseI simply ask that Ms [redacted] not contact me under ANY circumstances Regards, [redacted]

Dear Revdex.com,Dell representative [redacted] followed up with the customer and onsite replaced the parts and the speakers are not working The customer has confirmed that he is satisfied with the resolution 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

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative contacted the customer regarding the issues described in her correspondenceThe tablet was no longer needed; however, our representative provided assistance in processing an exchange for the customer’s main system and dispatched a keyboard replacementOur records indicate the replacement orders have been delivered and no further issues have been reported We 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 [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc

Complaint: [redacted] I am rejecting this response because:I would like to re-open my previous complaint against Dell, ID [redacted] The replacement tablet they sent me is worse than the one I originally purchasedWhen I complained to Dell about the sluggish/freezing/crashing behavior of the tablet (the same problem as the first tablet, with the exception it's happening with the apps as well), they sent me two updates, presumably to fix the problemWhen that didn't solve the problem, Dell instructed me to do a factory resetI asked Dell how removing the updates they sent to fix the problem would somehow fix the problemAll I got from them was their standard response to do the resetReluctantly, I didIt did not resolve the problemI informed Dell that it didn't workNow they have stopped responding to meSilence.Since Dell refuses to supply any of its customers with a fix to their known-defective operating system (Android 4.4, nicknamed KitKat) (which they are continuing to sell), I want Dell to send me a new tablet with a different operating system (which is what I requested when they sent me the replacement tablet) Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I wish to take back my acceptance of the companies (Dell) offer I just received a call from them, just after I accepted on your Complaint Site, stating that they could now only go to $credit They had already stated to me that they would bump it up to $just before I went on your site and accepted their offer, the $that I stated in the acceptance emailThe principal of the whole thing is they signed/established a contract with me through the order confirmation stating everything that was to be included in the laptop I paid for and they did not uphold that contract and sent me a laptop missing the key graphic card component It is the whole reason I chose to buy that laptop because of all the items it had for a decent price If I were to go order that laptop now it costs $more than the one they sent me Plus, now they are going back on their offer to me Regards, [redacted]

Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Per the terms and conditions of the sale, our 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 [redacted] @Dell.com.Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc