Complaint: [redacted] I am rejecting this response because: This response covers only one specific issue out of the several which I had with the laptop, both before and after sending the device in for repair.It completely overlooks the other issues including the dead speaker, the black rings around the screen, the random rebooting, etc., The BIOS issue specifically relates to when the device was not working immediately after it was returned from repair (out of the box) and a BIOS wipe/reset was requiredIt was only after getting the laptop functional again that I was able to verify that the other issues had not been addressed during the repair, and that several other new issues were present 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 submission Our records indicate Dell representative; [redacted] has been instrumental in assisting the customer in receiving the balance of the funds due them for the return of Dell merchandise The customer has now received a full refund We certainly do apologize for any frustration this credit delay may have caused the customer We thank the customer and the Revdex.com for bringing the matter to our attention 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
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 he purchased the unit in February, Our representative explained the terms and conditions of the limited hardware warranty [redacted] Please note that our representative offered service and support, as well as, a certified refurbished replacement; however, Mr [redacted] elected not to accept our offer of assistanceHis request for a new replacement was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him 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 caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***As a one-time goodwill gesture, our representative, ***, dispatched a replacement MPI card to Mr*** Mr [redacted] confirms receipt of the card and reports it has resolved his issue [redacted] may be contacted via e-mail at [redacted] @Dell.comWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dell representative, [redacted] has been in contact with the customer to address their concerns; however a final resolution has yet to be reached We ask that the customer continues to work with our representative who can be reached directly by email at ***_***@Dell.com
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , contacted Mr [redacted] and informed him that our records indicate the credit has been applied to the original form of paymentWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com 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 experienceAs Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific locationAll of Dell’s technical representatives, regardless of location, utilize the same tools and processes to resolve customer issuesWe will continue to support the system under the terms of the hard ware warranty which was explained in an earlier updateIn regards to the purchase date of the system the representative is presently working on the back end paperwork to have this updated to reflect the time of purchase from the storeWe remain available to assist the customer under the terms of the warranty but stand by the resolution of a refurbished exchangePlease 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 monitored the customer’s computer repair at the depot and it has been returned 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
The new system albeit is a little faster in terms of speed and execution, continues to overheat and has frozen several times.The GPU once reached 75C with the CPU running at 68C concurrently Dell refuses to allow additional warranty on this computer alleging this PC is too old, yet has a manufacture date of (see attachment) Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback Dell records indicate the customer purchased two TV’s under separate crs during 2015, reported that both were broken and had them replaced via exchange almost six months ago Subsequent calls were logged regarding a promotional gift card associated to a TV order however any requests for a refund would need to have been at the time of the exchanges as Dell will not be offering refunds after days from invoice, per Dell policy Since the date of the submission, a Dell representative attempted to contact the customer by telephone and e-mail however, to date, there has been no response by the customer to our representative’s contact attempts 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , dispatched a return for credit and our records indicate the system has been received [redacted] will remain engaged until the credit has been applied to the original form of payment and may be contacted via email at [redacted] @Dell.comWe regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with a Dell purchase and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedbackOur records indicate the customer was given her own customer account and there are two orders under the account The system, mouse and keyboard order would be downloaded for manufacturing and the separate monitor order would be forwarded for fulfillment The system order invoiced and shipped however the monitor order for $was cancelled Since the date of the submission, a Dell representative contacted the customer to clarify the charges Should the customer have a charge for $on a separate account, our representative requested that the customer forward the order number so that we may further address her concerns The customer may contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:there is nothing new hereDell refuses to take responsibility for their issues and the problems that they causedA simple internet search will show this is far from an isolated issueThey were a good customer oriented company in the pastIt’s a shame when good companies lose sight of the importance of their customersIn the end the company suffersThey’ve certainly lost one very good loyal customer I’ll never buy another Dell product or recommend themI guess to Dell my $was worth more than a satisfied customerI wish them luck 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 offered the customer a discount for his troubles but the customer has decided not to purchase from Dell 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
Complaint: [redacted] I am rejecting this response because: The wrong part is in the machine and I wasnt able to get a service plan even when I asked about gettingI frankly dont care about this anymore and realize Im not going to be fully satisfied with DellThey dont care and its not worth my time and energy auguring with them anymoreIll choose another vendor for my computing needs 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] has confirmed the customer has received his order and will pass on the customer’s feedback to the proper departments 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 has recently communicated positively that my request for refund will be honored I have returned the computer as of May and I am still awaiting the promised credit 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 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 issued a return and refund of the customer’s computer 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
Complaint: [redacted] I am rejecting this response because:Dell has given ambigious responses to what their warranty coversTake the following example from Dell’s response to the Revdex.com: “Dell’s Limited Hardware Warranty covers hardware components that fail during use and does not cover physical damage to the hardware components.”I, the consumer, would like to receive clarification on the differences between hardware that fails and physical damageThe screws that fasten the casing are considered hardwareThe screws failed under use (as long as you would consider opening and closing the laptop lid use)The casing has failed, as it has crackedThe failure of a part is defined by its inability to execute its intended purposeI argue that these hardware components have failed from use and not damage caused by myselfThe failure was due to the negligence of Dell.Dell has failed to recognize their fault in the matter and this is shown through their ambigious responsesI would like a more detailed explanation of how my specific situation does not meet these termsPlease be concise and explain how the fasteners failing (under use) and the casing failing (under use) is not covered under the warranty Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Everything Dell claims is false, although I do have access to my digital locker I do not have access to a WORKING link to take me to the softwareI cannot contact Sony's software division because it NO LONGER EXISTSeven a Dell sales representative agrees that customer service should do an exchange for like kind and quality software but they continue to refuse toattached is a conversation with a sales representative at Dell who wanted to help but could not because he is not customer careI'm not sure how to get it through anyones head at Dell that I bought the product from Dell I didn't buy it from anyone else, and Dell made the promise to me to keep it in a digital locker, nobody else made this promise, but DELL did Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: This response covers only one specific issue out of the several which I had with the laptop, both before and after sending the device in for repair.It completely overlooks the other issues including the dead speaker, the black rings around the screen, the random rebooting, etc., The BIOS issue specifically relates to when the device was not working immediately after it was returned from repair (out of the box) and a BIOS wipe/reset was requiredIt was only after getting the laptop functional again that I was able to verify that the other issues had not been addressed during the repair, and that several other new issues were present 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 submission Our records indicate Dell representative; [redacted] has been instrumental in assisting the customer in receiving the balance of the funds due them for the return of Dell merchandise The customer has now received a full refund We certainly do apologize for any frustration this credit delay may have caused the customer We thank the customer and the Revdex.com for bringing the matter to our attention 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
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 he purchased the unit in February, Our representative explained the terms and conditions of the limited hardware warranty [redacted] Please note that our representative offered service and support, as well as, a certified refurbished replacement; however, Mr [redacted] elected not to accept our offer of assistanceHis request for a new replacement was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him 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 caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***As a one-time goodwill gesture, our representative, ***, dispatched a replacement MPI card to Mr*** Mr [redacted] confirms receipt of the card and reports it has resolved his issue [redacted] may be contacted via e-mail at [redacted] @Dell.comWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dell representative, [redacted] has been in contact with the customer to address their concerns; however a final resolution has yet to be reached We ask that the customer continues to work with our representative who can be reached directly by email at ***_***@Dell.com
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , contacted Mr [redacted] and informed him that our records indicate the credit has been applied to the original form of paymentWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com 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 experienceAs Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific locationAll of Dell’s technical representatives, regardless of location, utilize the same tools and processes to resolve customer issuesWe will continue to support the system under the terms of the hard ware warranty which was explained in an earlier updateIn regards to the purchase date of the system the representative is presently working on the back end paperwork to have this updated to reflect the time of purchase from the storeWe remain available to assist the customer under the terms of the warranty but stand by the resolution of a refurbished exchangePlease 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 monitored the customer’s computer repair at the depot and it has been returned 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
The new system albeit is a little faster in terms of speed and execution, continues to overheat and has frozen several times.The GPU once reached 75C with the CPU running at 68C concurrently Dell refuses to allow additional warranty on this computer alleging this PC is too old, yet has a manufacture date of (see attachment) Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback Dell records indicate the customer purchased two TV’s under separate c
rs during 2015, reported that both were broken and had them replaced via exchange almost six months ago Subsequent calls were logged regarding a promotional gift card associated to a TV order however any requests for a refund would need to have been at the time of the exchanges as Dell will not be offering refunds after days from invoice, per Dell policy Since the date of the submission, a Dell representative attempted to contact the customer by telephone and e-mail however, to date, there has been no response by the customer to our representative’s contact attempts 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , dispatched a return for credit and our records indicate the system has been received [redacted] will remain engaged until the credit has been applied to the original form of payment and may be contacted via email at [redacted] @Dell.comWe regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with a Dell purchase and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedbackOur records indicate the customer was given her own customer account and there are two orders under the account The system, mouse and keyboard order would be downloaded for manufacturing and the separate monitor order would be forwarded for fulfillment The system order invoiced and shipped however the monitor order for $was cancelled Since the date of the submission, a Dell representative contacted the customer to clarify the charges Should the customer have a charge for $on a separate account, our representative requested that the customer forward the order number so that we may further address her concerns The customer may contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:there is nothing new hereDell refuses to take responsibility for their issues and the problems that they causedA simple internet search will show this is far from an isolated issueThey were a good customer oriented company in the pastIt’s a shame when good companies lose sight of the importance of their customersIn the end the company suffersThey’ve certainly lost one very good loyal customer I’ll never buy another Dell product or recommend themI guess to Dell my $was worth more than a satisfied customerI wish them luck 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 offered the customer a discount for his troubles but the customer has decided not to purchase from Dell 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
Complaint: [redacted] I am rejecting this response because: The wrong part is in the machine and I wasnt able to get a service plan even when I asked about gettingI frankly dont care about this anymore and realize Im not going to be fully satisfied with DellThey dont care and its not worth my time and energy auguring with them anymoreIll choose another vendor for my computing needs 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] has confirmed the customer has received his order and will pass on the customer’s feedback to the proper departments 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 has recently communicated positively that my request for refund will be honored I have returned the computer as of May and I am still awaiting the promised credit 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 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 issued a return and refund of the customer’s computer 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
Complaint: [redacted] I am rejecting this response because:Dell has given ambigious responses to what their warranty coversTake the following example from Dell’s response to the Revdex.com: “Dell’s Limited Hardware Warranty covers hardware components that fail during use and does not cover physical damage to the hardware components.”I, the consumer, would like to receive clarification on the differences between hardware that fails and physical damageThe screws that fasten the casing are considered hardwareThe screws failed under use (as long as you would consider opening and closing the laptop lid use)The casing has failed, as it has crackedThe failure of a part is defined by its inability to execute its intended purposeI argue that these hardware components have failed from use and not damage caused by myselfThe failure was due to the negligence of Dell.Dell has failed to recognize their fault in the matter and this is shown through their ambigious responsesI would like a more detailed explanation of how my specific situation does not meet these termsPlease be concise and explain how the fasteners failing (under use) and the casing failing (under use) is not covered under the warranty Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Everything Dell claims is false, although I do have access to my digital locker I do not have access to a WORKING link to take me to the softwareI cannot contact Sony's software division because it NO LONGER EXISTSeven a Dell sales representative agrees that customer service should do an exchange for like kind and quality software but they continue to refuse toattached is a conversation with a sales representative at Dell who wanted to help but could not because he is not customer careI'm not sure how to get it through anyones head at Dell that I bought the product from Dell I didn't buy it from anyone else, and Dell made the promise to me to keep it in a digital locker, nobody else made this promise, but DELL did Regards, [redacted]