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 experienceDell representative, [redacted] , contacted the customer apologized for the problemsThe representative worked with our internal credit department and resolved the errorWe remain available to assist the customer if there are any further concerns the representative can be reached by email at [redacted] @Dell.com Advanced Resolution Group Incident [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 concernsAfter further review, a replacement unit was processed, which was delivered to him on August 14th, An optical drive order also has been processedOur representative followwith Mr [redacted] to confirm resolutionWe 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 the Limited Hardware Warranty and our other policiesOur representative may be contacted directly by email at [redacted] , 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] A Dell representative recently contacted Mr [redacted] regarding his concernsOur records show that order# [redacted] was shipped on August 25, and delivered to Mr [redacted] on August 30, under Pilot Shipment# [redacted] Our representative informed him that the promotional Gift Cards ship separately from purchase and typically arrives within days from ship date via e-mail and carry a day expiration (except where prohibited by law) [redacted] We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: they are not 3rd party but Dell actual promotions and direct you to Dell site to complete the transaction which prove the promotion was in effect at one timeDell refuse to look into the effective date of the promotion and state never was a promotion which is not sure and have since been offered again after I bought the Tv Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact with the customer and dispatched a system exchangeThe customer confirmed receipt and reports no further issuesWe regret any dissatisfaction which may have experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants his order rerouted to the correct address and compensationWe regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concernsAn exchange was processed and shipped to Mr [redacted] and a concession was subsequently processed for customer satisfaction reasons His request for additional compensation was deniedOur representative provided contact information and will remain available should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer Factory-installed Windows and Windows computers differ from previous versions of WindowsPreviously, the Product Key for Windows was attached as a label on the computer so that, in the event that the computer required reinstallation, the key could be referenced for activationFor Windows and Windows 10, the Product Key is "injected" onto the computer motherboard at the factory, and the installation and activation processes refer to the BIOS of the computer to verify authenticity and activate WindowsNo Windows Product Key is otherwise provided or needed by the customer [redacted] Dell does not provide compensation for down time, time spent resolving an issue, lost business or applicationsAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # [redacted] Dell
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 experience Dell representative, [redacted] contacted the customer and apologized for the problemsThe representative attempted to further assist the customer but the customer used a tone and verbiage that is not conducive with an appropriate conversation when seeking assistanceWhile we understand it is frustrating when data of any kind is lost or a product is no longer functioning as expectedIt is the customers’ responsibility to make sure their data is backed upPlease review additional information available at this link specific to the Limitation of Liability: [redacted] The representative can be reached at email [redacted] @Dell.com Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , attempted to contact Mr [redacted] for more information, however; he has not responded to multiple attemptsWe regret any dissatisfaction Mr [redacted] may have experienced [redacted] remains available and may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I sent the computer in for dell to repair and they returned it to me broken Even after a note saying that he unit was inspected Dell set out another Representive to fix wha they broke and they broke the WiFi card Now I’m ordering the WiFi card myself and replacing it Also they have not been at all trufull on what’s going on with this complaint and pretending that the issue is not as bad as it it is This has been going on for months I am also now having an issue with the cores being degree difference after there repairs I am done dealing with dell I will a temp to save this unit my self due to there poor service The amount of stress that this has caused me is not worth this The contact that I’m dealing with through dell has not been very good and doesn’t even understand what’s going on I requested to talk to some one else and was denied I am done with dell there techsupport and repair model is very poor I will never buy another dell product It would have been easier to send out a new units and refurbishes the old one This would have saved both party’s much time and money I do not want to hear from the currentperson at dell handling this complaint
Complaint: [redacted] I am rejecting this response because: The issue with our Dell Laptop Computer has the same problemThey supposedly fix the computer by replacing the mother board and key boardWe are still having the same problem with the loud series of beeps as beforeWe have to take the battery off & unplug it to stop the loud noiseThis computer has never worked correctly, since we have had itThe keyboard was sticky below the keys where there is not any key, when we received it from Dell the last time, not sure whyWe thought if the computer was fixed why complainStill not FIXED! We want a new laptop computerThe warranty expires next month! Our business ( [redacted] ***.) depends on this computerWe have over a customers who depend on usThis could result in losing their informationWe paid a lot for this computer, which they have not fixed! We want a new computer Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: This is a total lie and a dishonest personHere are the details of the order of the soundbar:Order DetailsOrder Date: 11/20/2015Order Number: [redacted] Shipping Method: 2nd Business DayPO Number: IR Number : Dell Purchase ID: [redacted] Quantity Item Number Description Unit PriceALG MUSIC flow LAS851M - Sound bar system - for home theater - 4.1-channel - wireless - 320-watt (total)Order summaryItem: LG MUSIC flow LAS851M - Sound bar system - for home theater - 4.1-channel - wireless - 320-watt (total) Status: In Production Shipping HistoryEstimated Delivery Date: 12/11/(updated)This is the 3rd updated delivery date they have providedThey are playing games here as you can seeThis man tells you that the item was delivered but as you can see there is an updated delivery date of 12/11/which should be updated for the 4th time sometime tomorrowAs far as the damaged speaker, I provided pictures within my last replyYou can see that the item is used and had been opened by someone other than myselfI am currently waiting on the replacement that was set to be sent out overnight deliveryHere are the details on it:Order Date: 11/27/2015Order Number: [redacted] Shipping Method: Next Business DayThis was just shipped out today, notified while working on this reply, which should be here soonAs far as the sound bar, there is still no update on itI will provide this to Dell corporate officeI cannot believe they would out right lie to the Revdex.com when the proof can be provided Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I was contacted by Dell technician who refused to refund my money, he informed me that he wanted to replace the MOTHER Board once againSo I said that I will let him replace the Mother board one more time but if he fails again I WANT A REFUNDTHE problem is an defective Mother boardi don't want a replacement and I will not reinstall windows againthis technician from INDIA has a very bad attitudethis is it ! if the MOTHER Board fails again refund my all money backAS the problem started day one when I first purchased the computeri will not pay for this computer it is defective and the technician doesn't know what the problem isi will not pay one centrefund my money backthe hardware technician who came to my home told me that Dell has a problem with their MOTHER Boardsthey fail most of the time and Dell doesn't want to replace themplease contact me ASAPthank you Regards, [redacted]
Today’s Date: 12/03/Dear 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] * [redacted] , to address the contents of their correspondenceAt this time the agent has verified delivery and the matter addressedWe 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
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 meAll I asked for is finding a person at Dell who would examine the situation instead of brushing me off and sent me to nowhereI am very appreciative of BB's handling of my dispute and speaking for the consumer.I have not seen the refund posted to my credit card as of yet, but I have faith in them to carry through Regards, [redacted] **
Complaint: [redacted] I am rejecting this response because:Mr [redacted] did not provide any evidence of Customer induced damage to the screen display of the computer In last couple of communications, on Jan and 2nd Feb mentioned to me that break in due to "customer induced damage" and customer has to pay $ + tax towards the cost of the repairsI asked for the detailed diagnosticsHowever, he provided only the image with the broken screen display which is redundant information as I already knew the condition of the computerSo he didn't add anything as such When I talked to [redacted] for the first time, I figured that this is what going to happen, Dell will bring in the computer for repair and regardless they will charge me with the repair cost [redacted] mentioned to me that "We will perform a check and if found 'customer induced damage', you have to pay $+ tax." So basically, he was just ready to bring in computer for repair and charge me $+ tax The company didn't provide any diagnosis but a technician's opinion that the damage is customer induced based on the image provided in this communication Moreover, the communication from Dell to Revdex.com states that the physical damages are not covered under warrantyWell, this is not a physical damage, it's an internal hardware that doesn't have the endurance or sustainability and it failed My laptop computer doesn't have a scratch or damage onto the glass above the screen or no history of careless handlingI don't know whether it's weather, temperature or something else that caused the break in the LCD screen I am not responsible for the repair since the unit is under warrantyMr [redacted] didn't have any evidence of customer induced damage, that's why he just procrastinated the replies and tried implying the opinions of the technicians or his own Mr [redacted] said the same thing in different communications on 01/19/16, 01/27/16, and 02/02/but never provided any significant proof of "customer induced damage".Moreover, I kept receiving communications from Mr [redacted] ***, that he was trying to contact me for last days ( Never called in those days or e-mailed me about the Dell incident, such a lousy customer service and waste of time)What he stated in his e-mail is completely different"Status: Billable Hold as there is a problem found with one of the major components of the system / repairs are not covered as a part of the warranty." Mr [redacted] doesn't say anything about "Customer Induced Damage"The problem is with the major component and it could be because wear and tear, then why I should be responsible for the repair cost?? Finally, I had to politely stop Mr [redacted] about his non sense e-mails and he apologized for that.I sent my disagreement e-mail to Mr [redacted] and without any further discussion, Mr [redacted] decided to send the unit back to me without performing any repairs.I am seeking your assistance to help me in this regardI think I deserve a cost free repair on my laptop computer, since the break in the screen display screen is not my faultI should get the justiceMy complaint is not only about the cost associated with the repair but the lousy customer service and denial on the part of the company that they don't have the sustainable internal hardwareThank You.Very Respectfully,- [redacted] Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently spoke to Mr [redacted] regarding their concernsOur representative informed him of the terms and conditions of Dell Advantage Rewards [redacted] Mr [redacted] confirmed that they received the gift card and the issue has been resolvedWe regret any dissatisfaction they may have experienced and appreciate the feedback provided regarding their Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case they have any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [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 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 dictate that software issues are not covered under the warrantyOur representative also confirmed Dell hardware functionalityAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative provided technical assistanceOur representative also followwith Mr [redacted] to confirm resolutionHis 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 him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur 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 Team Incident ID: [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 [redacted] * [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate Dell representative; [redacted] has authorized a depot repair at no charge to the customer due to the fact the system should be supported by Dell per the Terms and Conditions of the Hardware Warranty, just as Mr [redacted] had explained in his letter to the Revdex.com Dell repairs are guaranteed for ninety (90) days or by the valid warranty; whichever is longest Mr [redacted] ’s computer had been originally repaired during the warranty period however, the issue re-manifested during the ninety (90) days guarantee period, even though the warranty at that point had expired he was entitled to the repair We certainly do apologize to our customer for any miscommunication or frustration this matter may have caused him Today, [redacted] has called Mr [redacted] to confirm the repaired computer has been received and the system is now working as intended Mr [redacted] has expressed his appreciation for the covered repair and reports the system appears to be working well; however he would like to test it a few more days to be certain all issues are resolved [redacted] has asked the customer to call her back directly if he should need any further assistance in this matter Please have the customer contact our representative directly by email at ***_***@Dell.com if they should need assistance Sincerely, Executive Support Team 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 experienceDell representative, [redacted] , contacted the customer apologized for the problemsThe representative worked with our internal credit department and resolved the errorWe remain available to assist the customer if there are any further concerns the representative can be reached by email at [redacted] @Dell.com Advanced Resolution Group Incident [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 concernsAfter further review, a replacement unit was processed, which was delivered to him on August 14th, An optical drive order also has been processedOur representative followwith Mr [redacted] to confirm resolutionWe 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 the Limited Hardware Warranty and our other policiesOur representative may be contacted directly by email at [redacted] , 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] A Dell representative recently contacted Mr [redacted] regarding his concernsOur records show that order# [redacted] was shipped on August 25, and delivered to Mr [redacted] on August 30, under Pilot Shipment# [redacted] Our representative informed him that the promotional Gift Cards ship separately from purchase and typically arrives within days from ship date via e-mail and carry a day expiration (except where prohibited by law) [redacted] We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: they are not 3rd party but Dell actual promotions and direct you to Dell site to complete the transaction which prove the promotion was in effect at one timeDell refuse to look into the effective date of the promotion and state never was a promotion which is not sure and have since been offered again after I bought the Tv Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact with the customer and dispatched a system exchangeThe customer confirmed receipt and reports no further issuesWe regret any dissatisfaction which may have experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants his order rerouted to the correct address and compensationWe regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concernsAn exchange was processed and shipped to Mr [redacted] and a concession was subsequently processed for customer satisfaction reasons His request for additional compensation was deniedOur representative provided contact information and will remain available should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer Factory-installed Windows and Windows computers differ from previous versions of WindowsPreviously, the Product Key for Windows was attached as a label on the computer so that, in the event that the computer required reinstallation, the key could be referenced for activationFor Windows and Windows 10, the Product Key is "injected" onto the computer motherboard at the factory, and the installation and activation processes refer to the BIOS of the computer to verify authenticity and activate WindowsNo Windows Product Key is otherwise provided or needed by the customer [redacted] Dell does not provide compensation for down time, time spent resolving an issue, lost business or applicationsAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # [redacted] Dell
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 experience Dell representative, [redacted] contacted the customer and apologized for the problemsThe representative attempted to further assist the customer but the customer used a tone and verbiage that is not conducive with an appropriate conversation when seeking assistanceWhile we understand it is frustrating when data of any kind is lost or a product is no longer functioning as expectedIt is the customers’ responsibility to make sure their data is backed upPlease review additional information available at this link specific to the Limitation of Liability: [redacted] The representative can be reached at email [redacted] @Dell.com Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , attempted to contact Mr [redacted] for more information, however; he has not responded to multiple attemptsWe regret any dissatisfaction Mr [redacted] may have experienced [redacted] remains available and may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I sent the computer in for dell to repair and they returned it to me broken Even after a note saying that he unit was inspected Dell set out another Representive to fix wha they broke and they broke the WiFi card Now I’m ordering the WiFi card myself and replacing it Also they have not been at all trufull on what’s going on with this complaint and pretending that the issue is not as bad as it it is This has been going on for months I am also now having an issue with the cores being degree difference after there repairs I am done dealing with dell I will a temp to save this unit my self due to there poor service The amount of stress that this has caused me is not worth this The contact that I’m dealing with through dell has not been very good and doesn’t even understand what’s going on I requested to talk to some one else and was denied I am done with dell there techsupport and repair model is very poor I will never buy another dell product It would have been easier to send out a new units and refurbishes the old one This would have saved both party’s much time and money I do not want to hear from the currentperson at dell handling this complaint
Complaint: [redacted] I am rejecting this response because: The issue with our Dell Laptop Computer has the same problemThey supposedly fix the computer by replacing the mother board and key boardWe are still having the same problem with the loud series of beeps as beforeWe have to take the battery off & unplug it to stop the loud noiseThis computer has never worked correctly, since we have had itThe keyboard was sticky below the keys where there is not any key, when we received it from Dell the last time, not sure whyWe thought if the computer was fixed why complainStill not FIXED! We want a new laptop computerThe warranty expires next month! Our business ( [redacted] ***.) depends on this computerWe have over a customers who depend on usThis could result in losing their informationWe paid a lot for this computer, which they have not fixed! We want a new computer Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: This is a total lie and a dishonest personHere are the details of the order of the soundbar:Order DetailsOrder Date: 11/20/2015Order Number: [redacted] Shipping Method: 2nd Business DayPO Number: IR Number : Dell Purchase ID: [redacted] Quantity Item Number Description Unit PriceALG MUSIC flow LAS851M - Sound bar system - for home theater - 4.1-channel - wireless - 320-watt (total)Order summaryItem: LG MUSIC flow LAS851M - Sound bar system - for home theater - 4.1-channel - wireless - 320-watt (total) Status: In Production Shipping HistoryEstimated Delivery Date: 12/11/(updated)This is the 3rd updated delivery date they have providedThey are playing games here as you can seeThis man tells you that the item was delivered but as you can see there is an updated delivery date of 12/11/which should be updated for the 4th time sometime tomorrowAs far as the damaged speaker, I provided pictures within my last replyYou can see that the item is used and had been opened by someone other than myselfI am currently waiting on the replacement that was set to be sent out overnight deliveryHere are the details on it:Order Date: 11/27/2015Order Number: [redacted] Shipping Method: Next Business DayThis was just shipped out today, notified while working on this reply, which should be here soonAs far as the sound bar, there is still no update on itI will provide this to Dell corporate officeI cannot believe they would out right lie to the Revdex.com when the proof can be provided Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I was contacted by Dell technician who refused to refund my money, he informed me that he wanted to replace the MOTHER Board once againSo I said that I will let him replace the Mother board one more time but if he fails again I WANT A REFUNDTHE problem is an defective Mother boardi don't want a replacement and I will not reinstall windows againthis technician from INDIA has a very bad attitudethis is it ! if the MOTHER Board fails again refund my all money backAS the problem started day one when I first purchased the computeri will not pay for this computer it is defective and the technician doesn't know what the problem isi will not pay one centrefund my money backthe hardware technician who came to my home told me that Dell has a problem with their MOTHER Boardsthey fail most of the time and Dell doesn't want to replace themplease contact me ASAPthank you Regards, [redacted]
Today’s Date: 12/03/Dear 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] * [redacted] , to address the contents of their correspondenceAt this time the agent has verified delivery and the matter addressedWe 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
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 meAll I asked for is finding a person at Dell who would examine the situation instead of brushing me off and sent me to nowhereI am very appreciative of BB's handling of my dispute and speaking for the consumer.I have not seen the refund posted to my credit card as of yet, but I have faith in them to carry through Regards, [redacted] **
Complaint: [redacted] I am rejecting this response because:Mr [redacted] did not provide any evidence of Customer induced damage to the screen display of the computer In last couple of communications, on Jan and 2nd Feb mentioned to me that break in due to "customer induced damage" and customer has to pay $ + tax towards the cost of the repairsI asked for the detailed diagnosticsHowever, he provided only the image with the broken screen display which is redundant information as I already knew the condition of the computerSo he didn't add anything as such When I talked to [redacted] for the first time, I figured that this is what going to happen, Dell will bring in the computer for repair and regardless they will charge me with the repair cost [redacted] mentioned to me that "We will perform a check and if found 'customer induced damage', you have to pay $+ tax." So basically, he was just ready to bring in computer for repair and charge me $+ tax The company didn't provide any diagnosis but a technician's opinion that the damage is customer induced based on the image provided in this communication Moreover, the communication from Dell to Revdex.com states that the physical damages are not covered under warrantyWell, this is not a physical damage, it's an internal hardware that doesn't have the endurance or sustainability and it failed My laptop computer doesn't have a scratch or damage onto the glass above the screen or no history of careless handlingI don't know whether it's weather, temperature or something else that caused the break in the LCD screen I am not responsible for the repair since the unit is under warrantyMr [redacted] didn't have any evidence of customer induced damage, that's why he just procrastinated the replies and tried implying the opinions of the technicians or his own Mr [redacted] said the same thing in different communications on 01/19/16, 01/27/16, and 02/02/but never provided any significant proof of "customer induced damage".Moreover, I kept receiving communications from Mr [redacted] ***, that he was trying to contact me for last days ( Never called in those days or e-mailed me about the Dell incident, such a lousy customer service and waste of time)What he stated in his e-mail is completely different"Status: Billable Hold as there is a problem found with one of the major components of the system / repairs are not covered as a part of the warranty." Mr [redacted] doesn't say anything about "Customer Induced Damage"The problem is with the major component and it could be because wear and tear, then why I should be responsible for the repair cost?? Finally, I had to politely stop Mr [redacted] about his non sense e-mails and he apologized for that.I sent my disagreement e-mail to Mr [redacted] and without any further discussion, Mr [redacted] decided to send the unit back to me without performing any repairs.I am seeking your assistance to help me in this regardI think I deserve a cost free repair on my laptop computer, since the break in the screen display screen is not my faultI should get the justiceMy complaint is not only about the cost associated with the repair but the lousy customer service and denial on the part of the company that they don't have the sustainable internal hardwareThank You.Very Respectfully,- [redacted] Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently spoke to Mr [redacted] regarding their concernsOur representative informed him of the terms and conditions of Dell Advantage Rewards [redacted] Mr [redacted] confirmed that they received the gift card and the issue has been resolvedWe regret any dissatisfaction they may have experienced and appreciate the feedback provided regarding their Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case they have any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [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 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 dictate that software issues are not covered under the warrantyOur representative also confirmed Dell hardware functionalityAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative provided technical assistanceOur representative also followwith Mr [redacted] to confirm resolutionHis 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 him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur 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 Team Incident ID: [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 [redacted] * [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate Dell representative; [redacted] has authorized a depot repair at no charge to the customer due to the fact the system should be supported by Dell per the Terms and Conditions of the Hardware Warranty, just as Mr [redacted] had explained in his letter to the Revdex.com Dell repairs are guaranteed for ninety (90) days or by the valid warranty; whichever is longest Mr [redacted] ’s computer had been originally repaired during the warranty period however, the issue re-manifested during the ninety (90) days guarantee period, even though the warranty at that point had expired he was entitled to the repair We certainly do apologize to our customer for any miscommunication or frustration this matter may have caused him Today, [redacted] has called Mr [redacted] to confirm the repaired computer has been received and the system is now working as intended Mr [redacted] has expressed his appreciation for the covered repair and reports the system appears to be working well; however he would like to test it a few more days to be certain all issues are resolved [redacted] has asked the customer to call her back directly if he should need any further assistance in this matter Please have the customer contact our representative directly by email at ***_***@Dell.com if they should need assistance Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc