Complaint: [redacted] I am rejecting this response because: First: I received the computer on December 1st, The Computer broke down on February 27th, and was non function for months while it was being repaired To make such a general statement as to say the computer was invoiced in makes it seem as though I had this computer a long time THIS COMPUTER BROKE DOWN IN LESS THAN DAYS! Second: Dell states “Our representative, for customer service reasons, offered an exchange computer” However the word REFURBISHED was conveniently left out of that sentence In other words Dell wants to exchange my computer which all ready has refurbished parts with another refurbished computer How is this solving the problem? One of my main arguments is that I spent my hard earned money for a NEW computer not an inferior computer with refurbished parts after less than days Third: I purchased this computer over the phone It was never brought to my attention that if the computer broke down after only days, I would be stuck with a situation where I would have to give up the computer for months and live with a computer that now has multiple refurbished parts Fourth: Dells statement “parts must be labeled refurbished even if never used” makes it seem that many of their refurbished parts are newI find this difficult to believe as the first refurbished mother board they put in my computer lasted DAYS! Fifth: If Dell’s position is IF THEY SELL AN INFERIOR PRODUCT TO A CUSTOMER WHICH FAILS IN LESS THAN DAYS, THEY WILL USE INFERIOR REFURBISHED PARTS TO FIX THE INFERIOR PRODUCT, then they deserve a lot more headache than me filing a complaint with the Revdex.com Many people should get together and take this company to court Regards, [redacted] [redacted]
Complaint: [redacted] I am rejecting this response because: dell customer service basically trying to find excuses to justify the cancellation of the ordercancellation of orders within hours sounds to me it could be a price errorCancellation of order after days is definitely notI even got a delay shipping notice prior to the cancellation Regards, Xunyuan ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative followed up confirmed the all issue are resolved and system is working as designedThe representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group [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 concerns and informed him, the rewards are typically added to the Dell Rewards-enabled My Account within business days after the order shipsPlease note, Mr [redacted] has confirmed receiving the Dell Advantage Rewards and considers this matter resolvedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur 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: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I want to have enough time to see if the system will work properly I will not be rushed to accept a resolution Dell has fixed it before and it would only last three weeks and the same problem would occur I must be sure that I won't have this problem reoccur within the next three weeks Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has attempted to contact the customer, however; he has not responded to multiple attemptsDell Out-of-Warranty Services remains available to assist and may be contacted at [redacted] Sincerely, Advanced Resolution Group Incident 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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative [redacted] contacted the customer and explained that the monitor order is on backorderThe customer had additional questions about her Dell Financial account which the representative offered to conference her in with DFSThe representative explained that due to privacy issues did not have accessThe customer indicated she would contact them at another time and had no further questions for the representativePlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
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 been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has informed the customer their refund has been processed and he would receive his gift card days after his order invoiced 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 Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell did not provide any credible information regarding how many XBOX One bundles were available for their advertised promotion further implicating that Dell is guilty of bait and switch sales marketingPotential Dell customers were not provided the opportunity to purchase Dell's advertised promotionDell mislead customers to their website in hopes of scoring a deal on a XBOX One bundle, only to provide customers with a full prices XBOX One bundle 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, *** has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has compensated the customer for his issues Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customerThe representative has arranged for system to come to the depot for further diagnosticsThe representative will have shipping material sent to the customerOnce the system is received in and diagnostics are run the representative will follow up on statusThe customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur records show that a credit for order# [redacted] has been posted to the original form of payment Our representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer Thank you for providing a copy of the submissionDell representative [redacted] arranged a depot service which has been completed Our records indicate the system has been delivered back to MsPower and follow calls were left unreturned Should Ms [redacted] have any further concerns we remain available to assist her She may contact the representative by email at [redacted] @Dell.com if there are any further questions or concerns.Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I am wondering if you can keep this Revdex.com complaint active because DELL has not responded or followed up on their proposed solution of repairing the computer, they also haven't responded to my email sent a week agoThe computer is not in working condition, and I don't think the case should be closed Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative [redacted] followed up with the customer and confirmed the system is working as designedSincerely, Advanced Resolution Group INC# [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 all the necessary credits have been posted to the original form(s) of payment, which should reflect on his next billing statementHis request to opt-out of Dell promotions has been processedPlease note that it may take some time for the changes to take effectIn the interim, he may continue to receive Dell marketing communicationsOur representative 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
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 meThank you for your assistance, it is much appreciated Regards, [redacted]
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 meAlthough I still feel it is unfortunate that it took this to receive what I feel should have been customer serviceI feel a properly run company should have provided this outcome the first time I called to report my defective deviceReally though, what kind of company doesnt have a customer care department open on sundays and cant process a refund on sundays? I ordered my first dell pc in 2000, and have been a loyal customer ever since, however this experience shows the decline the company has takenI have to wonder if dell has sold out to large corporate sales and no longer cares about individual smaller purchase people like meStill not sure if my next purchase will be a dell again, but I will definately be exploring other options, with an emphasis on the companys customer service rating 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, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate Dell representative; [redacted] has followed up with the customer after representative, [redacted] had authorized the return and full refund of the duplicate order [redacted] has informed the customer the refund process is complete and Ms [redacted] ’s original form of payment will be credited in full for this return of merchandise Please have the customer contact our representative directly by email at ***_ [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: To Whom It May Concern, I do not want repeat again and again regarding the unprofessional service I got from Dell support group so far, except the service received from PhilippineI did requested from Dell Tech support person [redacted] to take the computer back and give me new computer on December 1st Also before and after December 1stI did inform ***'s supervisor [redacted] and Manager [redacted] "***" [redacted] I am not happy with the system do somethingBut I never received reply back from themI did inform them that I am going out of country for days but still I received automatic e-mail on December 21st from [redacted] and his Manager [redacted] After days I was told to return laptop to Dell Depot I did that alsoThere is a problem with some of the Dell employees who supported me - they were not reading my e-mails and also they ask me what is the best time to callI provided them but they were calling me other than the time I was given and they are leaving VM and tell that I was not available If they call me the time and day given it to them then they will have access to my system why they are not doing thatI never saw Customer support person like Mr [redacted] in my lifeI do not know Dell just ignoring their employee professionalism they do not take any action that's the reason [redacted] behave likeHe also asked me do I have a alternative phone number I told him I do not have but he still keep on asking me same question and what is the best time to callThat tells he does not read my e-mailsHe troubleshooted my laptop only once because he called the time he was supposed to callI do not think that troubleshooting means is just watch computer, asking me what I see on the screen and do nothingAll he downloaded google chrome and tried to installI told him not to do thatHe also was not listening what I was sayingI told him the previous tech support manager [redacted] downloaded something and try to install that time he could not install because my computer problem startedThen he assigned my case to Advanced Resolution GroupI did told him not to assign case to Mr [redacted] But it was assigned to Advanced / Escalation groupWhen I asked [redacted] about what happened with Mr [redacted] he told me he is not aware of thatThis is another problem with Dell support person - they do not read case summary nor communication breakdownWhom ever I spoke to everybody told they are entering everything in my case but support person and [redacted] told me they did not see anything in case nor heard of it [redacted] may called me so many times and he told I was not available to do troubleshooting how can he do troubleshooting because he was calling me other than the time and day I was given it to himAlso he is living VM because of thatI do not sit home all day wait for his callI do have to work other commitments I haveFirst tech support person [redacted] assigned my case to [redacted] ***When she told me I have to wait for long time to receive from Dell Depot then I told her I can not wait that long and send me new laptop that's what I asked since December 1stShe told me that she would try to exchanged to new laptop but system was cancelingThen she told me because the system is more than days oldI told her I did ask this to previous tech support with in days but he assured me he would take care of me and asked me not to worryShe offered me that time refurbished and I asked how old the computer I am getting she was unable to answerI told her it is not my fault not replaced my laptop then because I trusted Dell Tech Support and they told me they would take care of it and did not even mentioned that I have to return days my system to get new system [redacted] told me she informed her supervisor and they would make decision what to doI received an email from her supervisor [redacted] stating he need receipt I told him I have to look for receipt I gave him approximate date but I was not sureWhen I found out the date I informed him the date ( November 15th) - not the last week/ end of OctoberThen Mr [redacted] told me they replaced parts on my computer but it was not trueHe also told me they have different policy from DellOn Thursday, new thing happened while I was reading mail my computer screen went black nothing workedI have to press power button on and system came backHeating up also on the left side of the systemI did informed this from the beginningALL IN ALL IT IS DELL'S FAULT - NOT REPLACING MY LAPTOP WHEN I ASKED WITHIN RETURN PERIODDO NOT BLAME ME FO YOUR MISTAKES AND INEFICIENCIESI EXCEPT A PROMPT ACTION FROM YOU Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: First: I received the computer on December 1st, The Computer broke down on February 27th, and was non function for months while it was being repaired To make such a general statement as to say the computer was invoiced in makes it seem as though I had this computer a long time THIS COMPUTER BROKE DOWN IN LESS THAN DAYS! Second: Dell states “Our representative, for customer service reasons, offered an exchange computer” However the word REFURBISHED was conveniently left out of that sentence In other words Dell wants to exchange my computer which all ready has refurbished parts with another refurbished computer How is this solving the problem? One of my main arguments is that I spent my hard earned money for a NEW computer not an inferior computer with refurbished parts after less than days Third: I purchased this computer over the phone It was never brought to my attention that if the computer broke down after only days, I would be stuck with a situation where I would have to give up the computer for months and live with a computer that now has multiple refurbished parts Fourth: Dells statement “parts must be labeled refurbished even if never used” makes it seem that many of their refurbished parts are newI find this difficult to believe as the first refurbished mother board they put in my computer lasted DAYS! Fifth: If Dell’s position is IF THEY SELL AN INFERIOR PRODUCT TO A CUSTOMER WHICH FAILS IN LESS THAN DAYS, THEY WILL USE INFERIOR REFURBISHED PARTS TO FIX THE INFERIOR PRODUCT, then they deserve a lot more headache than me filing a complaint with the Revdex.com Many people should get together and take this company to court Regards, [redacted] [redacted]
Complaint: [redacted] I am rejecting this response because: dell customer service basically trying to find excuses to justify the cancellation of the ordercancellation of orders within hours sounds to me it could be a price errorCancellation of order after days is definitely notI even got a delay shipping notice prior to the cancellation Regards, Xunyuan ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative followed up confirmed the all issue are resolved and system is working as designedThe representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group [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 concerns and informed him, the rewards are typically added to the Dell Rewards-enabled My Account within business days after the order shipsPlease note, Mr [redacted] has confirmed receiving the Dell Advantage Rewards and considers this matter resolvedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur 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: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I want to have enough time to see if the system will work properly I will not be rushed to accept a resolution Dell has fixed it before and it would only last three weeks and the same problem would occur I must be sure that I won't have this problem reoccur within the next three weeks Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has attempted to contact the customer, however; he has not responded to multiple attemptsDell Out-of-Warranty Services remains available to assist and may be contacted at [redacted] Sincerely, Advanced Resolution Group Incident 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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative [redacted] contacted the customer and explained that the monitor order is on backorderThe customer had additional questions about her Dell Financial account which the representative offered to conference her in with DFSThe representative explained that due to privacy issues did not have accessThe customer indicated she would contact them at another time and had no further questions for the representativePlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
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 been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has informed the customer their refund has been processed and he would receive his gift card days after his order invoiced 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 Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell did not provide any credible information regarding how many XBOX One bundles were available for their advertised promotion further implicating that Dell is guilty of bait and switch sales marketingPotential Dell customers were not provided the opportunity to purchase Dell's advertised promotionDell mislead customers to their website in hopes of scoring a deal on a XBOX One bundle, only to provide customers with a full prices XBOX One bundle 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, *** has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has compensated the customer for his issues Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customerThe representative has arranged for system to come to the depot for further diagnosticsThe representative will have shipping material sent to the customerOnce the system is received in and diagnostics are run the representative will follow up on statusThe customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur records show that a credit for order# [redacted] has been posted to the original form of payment Our representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer Thank you for providing a copy of the submissionDell representative [redacted] arranged a depot service which has been completed Our records indicate the system has been delivered back to MsPower and follow calls were left unreturned Should Ms [redacted] have any further concerns we remain available to assist her She may contact the representative by email at [redacted] @Dell.com if there are any further questions or concerns.Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I am wondering if you can keep this Revdex.com complaint active because DELL has not responded or followed up on their proposed solution of repairing the computer, they also haven't responded to my email sent a week agoThe computer is not in working condition, and I don't think the case should be closed Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative [redacted] followed up with the customer and confirmed the system is working as designedSincerely, Advanced Resolution Group INC# [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 all the necessary credits have been posted to the original form(s) of payment, which should reflect on his next billing statementHis request to opt-out of Dell promotions has been processedPlease note that it may take some time for the changes to take effectIn the interim, he may continue to receive Dell marketing communicationsOur representative 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
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 meThank you for your assistance, it is much appreciated Regards, [redacted]
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 meAlthough I still feel it is unfortunate that it took this to receive what I feel should have been customer serviceI feel a properly run company should have provided this outcome the first time I called to report my defective deviceReally though, what kind of company doesnt have a customer care department open on sundays and cant process a refund on sundays? I ordered my first dell pc in 2000, and have been a loyal customer ever since, however this experience shows the decline the company has takenI have to wonder if dell has sold out to large corporate sales and no longer cares about individual smaller purchase people like meStill not sure if my next purchase will be a dell again, but I will definately be exploring other options, with an emphasis on the companys customer service rating 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, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate Dell representative; [redacted] has followed up with the customer after representative, [redacted] had authorized the return and full refund of the duplicate order [redacted] has informed the customer the refund process is complete and Ms [redacted] ’s original form of payment will be credited in full for this return of merchandise Please have the customer contact our representative directly by email at ***_ [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: To Whom It May Concern, I do not want repeat again and again regarding the unprofessional service I got from Dell support group so far, except the service received from PhilippineI did requested from Dell Tech support person [redacted] to take the computer back and give me new computer on December 1st Also before and after December 1stI did inform ***'s supervisor [redacted] and Manager [redacted] "***" [redacted] I am not happy with the system do somethingBut I never received reply back from themI did inform them that I am going out of country for days but still I received automatic e-mail on December 21st from [redacted] and his Manager [redacted] After days I was told to return laptop to Dell Depot I did that alsoThere is a problem with some of the Dell employees who supported me - they were not reading my e-mails and also they ask me what is the best time to callI provided them but they were calling me other than the time I was given and they are leaving VM and tell that I was not available If they call me the time and day given it to them then they will have access to my system why they are not doing thatI never saw Customer support person like Mr [redacted] in my lifeI do not know Dell just ignoring their employee professionalism they do not take any action that's the reason [redacted] behave likeHe also asked me do I have a alternative phone number I told him I do not have but he still keep on asking me same question and what is the best time to callThat tells he does not read my e-mailsHe troubleshooted my laptop only once because he called the time he was supposed to callI do not think that troubleshooting means is just watch computer, asking me what I see on the screen and do nothingAll he downloaded google chrome and tried to installI told him not to do thatHe also was not listening what I was sayingI told him the previous tech support manager [redacted] downloaded something and try to install that time he could not install because my computer problem startedThen he assigned my case to Advanced Resolution GroupI did told him not to assign case to Mr [redacted] But it was assigned to Advanced / Escalation groupWhen I asked [redacted] about what happened with Mr [redacted] he told me he is not aware of thatThis is another problem with Dell support person - they do not read case summary nor communication breakdownWhom ever I spoke to everybody told they are entering everything in my case but support person and [redacted] told me they did not see anything in case nor heard of it [redacted] may called me so many times and he told I was not available to do troubleshooting how can he do troubleshooting because he was calling me other than the time and day I was given it to himAlso he is living VM because of thatI do not sit home all day wait for his callI do have to work other commitments I haveFirst tech support person [redacted] assigned my case to [redacted] ***When she told me I have to wait for long time to receive from Dell Depot then I told her I can not wait that long and send me new laptop that's what I asked since December 1stShe told me that she would try to exchanged to new laptop but system was cancelingThen she told me because the system is more than days oldI told her I did ask this to previous tech support with in days but he assured me he would take care of me and asked me not to worryShe offered me that time refurbished and I asked how old the computer I am getting she was unable to answerI told her it is not my fault not replaced my laptop then because I trusted Dell Tech Support and they told me they would take care of it and did not even mentioned that I have to return days my system to get new system [redacted] told me she informed her supervisor and they would make decision what to doI received an email from her supervisor [redacted] stating he need receipt I told him I have to look for receipt I gave him approximate date but I was not sureWhen I found out the date I informed him the date ( November 15th) - not the last week/ end of OctoberThen Mr [redacted] told me they replaced parts on my computer but it was not trueHe also told me they have different policy from DellOn Thursday, new thing happened while I was reading mail my computer screen went black nothing workedI have to press power button on and system came backHeating up also on the left side of the systemI did informed this from the beginningALL IN ALL IT IS DELL'S FAULT - NOT REPLACING MY LAPTOP WHEN I ASKED WITHIN RETURN PERIODDO NOT BLAME ME FO YOUR MISTAKES AND INEFICIENCIESI EXCEPT A PROMPT ACTION FROM YOU Regards, [redacted] ***