Thank you for the opportunity to address the correspondence submitted by *** [redacted] ***nA Dell representative contacted MsMartin by phone and e-mail; however, has not been able to discuss the contents of her correspondencePlease have her contact our representative directly via e-mail at [redacted]
Complaint: [redacted] I am rejecting this response because: I bought a new computer, I got a used computerI been asking Dell to fix or replace the old computer sence feb.2017, they keep pushing it off, when they took the computer to fix it it came back worsethey keep telling me that I am making the computer do what it was doingthey were rude Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Recently, Dell has offered to replace my "lemon" computer but the proposed replacements (both times) did NOT meet crucial spec(s) of the computerI originally purchasedI believe that I am entitled to a replacement that AT THE VERY LEAST has the intended features, power and functionality of the one I originally purchasedIn an email a couple of days ago, I was advised that there are no other available replacements and that I can go back to letting Dell attempt to repair my computerNevertheless, according to my research, it appears there are currently dozens of computers available at Dell that at least meet my requirementsAs you well know, over these past months, I was--and am--terribly disappointed with the countless FAILED attempts at repair so Dell's newest suggestion that I allow Dell to continue to repair my computer is likely a waste of time and (Dell's) moneyTechs in three countries have been unable to fix even one problem and each time my computer was returned it was worse than before! To me, at this point, there are two satisfactory resolutions: (1) Dell finds me a suitable computer meeting the stated requirements or (2) Dell refunds my original cost of $and I will find my own replacement.Thank you Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I received the laptop on December 3rd and my father called December 30th Dell says that they refuse to help him install the Microsoft office package because he was beyond daysReally? He could not find product key they said they sent -- they refused to help him! Denied him and support.Now I paid for year "enhanced service" and the Microsoft office package from Dell - They refused to support either or deliver services to support an elderly customer.I want them to refund the Office package and the year enhanced service they charged me but didn't deliver My dad was forced to a 3rd party because Dell told him he was out of luck I contend we didn't get service or product we paid for I am happy to pay for laptop but not the Microsoft office that he could not access and not the year enhanced service that he never gotThank you! [redacted] Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response Dell records indicate the customer’s receipt was requested in order to complete a transfer of ownership to the customer from the vendor from which the customer purchased the computer and to verify the length of the warranty Pictures were subsequently requested and once reviewed, indicated the computer has physical damage The damage reported by the customer would not be covered under Dell’s Limited Hardware Warranty which covers hardware components that fail during use and does not cover hardware that has been physically damaged We remain available to assist via Dell’s fee-based Out of Warranty Repairs representatives should the customer want to purchase this service As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms & conditions of saleAfter further review, our representative referred her to Microsoft for Office Product Key retrievalHer request for replacement Product Key or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via 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
Complaint: [redacted] I am rejecting this response because: I did not purchase a used or refurbished computer which Was an optionI purchased a new reliable computer for my business.They were contacted in less than days after I received the computer telling them it was defectiveI was told I could not return itAfter reviewing their limited warrantee it seems I could have returned the computer within days of receiving it For a full refund, Which is what I wanted to do.Regardless,That first day I called when the computer crashed I spent over four hours on the phone with themI told them that I did not have that amount of time to spend with them I told them that I did not have that amount of time to spend with them and they told me I had no choice if I wanted to fix my computerI told him that I was working yet I had to go out and “purchase” a memory stick and had to borrow a laptop in order first day I called when the computer crashed I spent over four hours on the phone with them had to go out and purchase a memory stick and had to drive to a relatives house and borrow a laptop in order for me to continue that four conversation and try to rebuild their defective hard driveAs I mentioned in my original complaint I was told By more then one Dell representative that this was a known glitch and that this could happen again!!! I am not their paid employee, I should not have to rebuild the hard drive! Never once did they say I could return the computerThis is unethical and unprofessionalThe many hours on the phone with them that day and numerous hours there after in both phone calls and correspondence, tweets and emails since September 7th have rectified nothingRarely responding to my correspondenceI believe that I have the right to return the computer As per their warranty? And especially considering the computer was barely used.I should’ve been Allowed to ship the computer back on my first contact For a full refundThe computer has not worked right since, it is not a reliable work a computer ay before it stacting up again after that first lengthy phone call and inconvenienceAt the time this computer crashed it was used less than times I’m sure they can see that from their recordsIn addition none of the programs that came with the purchase could be reloaded on the computerIt is not trustworthy I can’t risk having the unreliability for my business and I wish to have a refund As it seems they are knowingly selling defective computers or computers with glitches and I can’t take that type of risk of losing important information Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: not only will Dell not submit the damage to the computer monitor as a freight claim, they state that even if I were to pay for the screen repair they would not cover the original matter that the computer was sent in for in the first place (faulty wifi card)! Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Again, how can you honestly think it's okay to advertise and then when I'm on the website at the exact time I should be, I order, pay and do not get what is ordered That is so not right I would think that you would attempt to do what is right It is shocking to me that a company that I thought had a good reputation would not care that they did not fulfill the order because it can be subject to change at any time How can I ever think that I should ever try Dell again based on this experience? How could I ever assume that Dell would ever fulfill my order as advertised again Assuming that you are a person that is responding to this, how would you, as a consumer, react to this? Regards, [redacted]
Dear Revdex.com,Dell representative, [redacted] made two (2) attempts to contact Mr [redacted] to assist him in resolving theissues as reported in his complaintHowever, Mr [redacted] was not availableto take the callOur representative will make one (1) more attempt to contactprior to closing the case as a “no contact” issueDell representative, [redacted] remains available to assist Mr [redacted] in resolving hisissuesSincerely, [redacted] Dell Advanced Resolution Team
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, Phyllis Edwards Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been reaching out to the customer in his attempt to assist the customer in this matter On October 19, he was successful in reaching the customer by phone, and she has informed [redacted] the matter regarding the purchase of a Dell computer from [redacted] has since been addressed and resolved; she has asked [redacted] to close the case 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
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] The problem was resolved.the product was not broken before I called tech support ..they broke it,,,they fixed it..took a few weeks but it is fixed
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative recently contacted Mr [redacted] regarding his concerns and explained the terms of the limited hardware warranty [redacted] In the interest of customer satisfaction, our representative processed an onsite service, which was completed on February 22, Our representative also 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 Dell’s limited hardware warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Today’s Date: 02/01/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 correspondenceThe customer states ongoing LCD concernsAt this time the unit was serviced and the customer requests some time to test unitDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any other questions in the matter Sincerely, 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 concernsAfter further review, our representative processed an onsite service, which was completed on June 10th, He was referred to Microsoft for product activation related issuesPlease note that the product was purchased from a retailer; therefore, returns are governed by the policies of the retailer where the Product was purchased [redacted] His request for refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist 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 TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situationThe representative has offered to send an onsite tech to replace parts or bring the system into the depotThe customer did not accept and the representative has followed up several times with no responsePlease have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding returning the printerThe representative [redacted] followed up with the customer and did additional troubleshootingThe representative found the system is working as designedThe representative will follow up with the customer once credit has postedIf the customer has any future concerns please have the customer contact the representative by email at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: they wanted me to return my laptop within daysthey had my laptopI could not return it as they already had itI still want a refund credited to my accountthanks Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Although Dell offered 10% discount on the repair, they did not explain why the computer issue had happened again measly months after Dell had originally repaired itBecause the same issue so soon after Dell had originally repaired it, I did not feel safe about Dell's repairWhat if I pay the $250+ dollars on repair and the same issue happens again in months? I'm wary because Dell did not fix the issue the first time when the computer was in warrantyUnfortunately, Dell stated that if the same issue were to occur months after paying $dollars, I would AGAIN have to KEEP PAYING $250+ dollars for the SAME repairThis is COMPLETELY UNACCEPTABLEI am okay with the repair cost, but Dell should at least provide me with some reassurance that this issue won't happenIf it does, at least don't have me pay another hefty fee for Dell's horrific repair quality [redacted] ***
Thank you for the opportunity to address the correspondence submitted by *** [redacted] ***nA Dell representative contacted MsMartin by phone and e-mail; however, has not been able to discuss the contents of her correspondencePlease have her contact our representative directly via e-mail at [redacted]
Complaint: [redacted] I am rejecting this response because: I bought a new computer, I got a used computerI been asking Dell to fix or replace the old computer sence feb.2017, they keep pushing it off, when they took the computer to fix it it came back worsethey keep telling me that I am making the computer do what it was doingthey were rude Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Recently, Dell has offered to replace my "lemon" computer but the proposed replacements (both times) did NOT meet crucial spec(s) of the computerI originally purchasedI believe that I am entitled to a replacement that AT THE VERY LEAST has the intended features, power and functionality of the one I originally purchasedIn an email a couple of days ago, I was advised that there are no other available replacements and that I can go back to letting Dell attempt to repair my computerNevertheless, according to my research, it appears there are currently dozens of computers available at Dell that at least meet my requirementsAs you well know, over these past months, I was--and am--terribly disappointed with the countless FAILED attempts at repair so Dell's newest suggestion that I allow Dell to continue to repair my computer is likely a waste of time and (Dell's) moneyTechs in three countries have been unable to fix even one problem and each time my computer was returned it was worse than before! To me, at this point, there are two satisfactory resolutions: (1) Dell finds me a suitable computer meeting the stated requirements or (2) Dell refunds my original cost of $and I will find my own replacement.Thank you Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I received the laptop on December 3rd and my father called December 30th Dell says that they refuse to help him install the Microsoft office package because he was beyond daysReally? He could not find product key they said they sent -- they refused to help him! Denied him and support.Now I paid for year "enhanced service" and the Microsoft office package from Dell - They refused to support either or deliver services to support an elderly customer.I want them to refund the Office package and the year enhanced service they charged me but didn't deliver My dad was forced to a 3rd party because Dell told him he was out of luck I contend we didn't get service or product we paid for I am happy to pay for laptop but not the Microsoft office that he could not access and not the year enhanced service that he never gotThank you! [redacted] Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response Dell records indicate the customer’s receipt was requested in order to complete a transfer of ownership to the customer from the vendor from which the customer purchased the computer and to verify the length of the warranty Pictures were subsequently requested and once reviewed, indicated the computer has physical damage The damage reported by the customer would not be covered under Dell’s Limited Hardware Warranty which covers hardware components that fail during use and does not cover hardware that has been physically damaged We remain available to assist via Dell’s fee-based Out of Warranty Repairs representatives should the customer want to purchase this service As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms & conditions of saleAfter further review, our representative referred her to Microsoft for Office Product Key retrievalHer request for replacement Product Key or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via 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
Complaint: [redacted] I am rejecting this response because: I did not purchase a used or refurbished computer which Was an optionI purchased a new reliable computer for my business.They were contacted in less than days after I received the computer telling them it was defectiveI was told I could not return itAfter reviewing their limited warrantee it seems I could have returned the computer within days of receiving it For a full refund, Which is what I wanted to do.Regardless,That first day I called when the computer crashed I spent over four hours on the phone with themI told them that I did not have that amount of time to spend with them I told them that I did not have that amount of time to spend with them and they told me I had no choice if I wanted to fix my computerI told him that I was working yet I had to go out and “purchase” a memory stick and had to borrow a laptop in order first day I called when the computer crashed I spent over four hours on the phone with them had to go out and purchase a memory stick and had to drive to a relatives house and borrow a laptop in order for me to continue that four conversation and try to rebuild their defective hard driveAs I mentioned in my original complaint I was told By more then one Dell representative that this was a known glitch and that this could happen again!!! I am not their paid employee, I should not have to rebuild the hard drive! Never once did they say I could return the computerThis is unethical and unprofessionalThe many hours on the phone with them that day and numerous hours there after in both phone calls and correspondence, tweets and emails since September 7th have rectified nothingRarely responding to my correspondenceI believe that I have the right to return the computer As per their warranty? And especially considering the computer was barely used.I should’ve been Allowed to ship the computer back on my first contact For a full refundThe computer has not worked right since, it is not a reliable work a computer ay before it stacting up again after that first lengthy phone call and inconvenienceAt the time this computer crashed it was used less than times I’m sure they can see that from their recordsIn addition none of the programs that came with the purchase could be reloaded on the computerIt is not trustworthy I can’t risk having the unreliability for my business and I wish to have a refund As it seems they are knowingly selling defective computers or computers with glitches and I can’t take that type of risk of losing important information Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: not only will Dell not submit the damage to the computer monitor as a freight claim, they state that even if I were to pay for the screen repair they would not cover the original matter that the computer was sent in for in the first place (faulty wifi card)! Regards, [redacted]
Thank you for a copy of Ms [redacted] letterOur representative has contacted her and discussed the contents of her correspondence
Complaint: [redacted] I am rejecting this response because:Again, how can you honestly think it's okay to advertise and then when I'm on the website at the exact time I should be, I order, pay and do not get what is ordered That is so not right I would think that you would attempt to do what is right It is shocking to me that a company that I thought had a good reputation would not care that they did not fulfill the order because it can be subject to change at any time How can I ever think that I should ever try Dell again based on this experience? How could I ever assume that Dell would ever fulfill my order as advertised again Assuming that you are a person that is responding to this, how would you, as a consumer, react to this? Regards, [redacted]
Dear Revdex.com,Dell representative, [redacted] made two (2) attempts to contact Mr [redacted] to assist him in resolving theissues as reported in his complaintHowever, Mr [redacted] was not availableto take the callOur representative will make one (1) more attempt to contactprior to closing the case as a “no contact” issueDell representative, [redacted] remains available to assist Mr [redacted] in resolving hisissuesSincerely, [redacted] Dell Advanced Resolution Team
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, Phyllis Edwards Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been reaching out to the customer in his attempt to assist the customer in this matter On October 19, he was successful in reaching the customer by phone, and she has informed [redacted] the matter regarding the purchase of a Dell computer from [redacted] has since been addressed and resolved; she has asked [redacted] to close the case 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
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] The problem was resolved.the product was not broken before I called tech support ..they broke it,,,they fixed it..took a few weeks but it is fixed
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative recently contacted Mr [redacted] regarding his concerns and explained the terms of the limited hardware warranty [redacted] In the interest of customer satisfaction, our representative processed an onsite service, which was completed on February 22, Our representative also 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 Dell’s limited hardware warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Today’s Date: 02/01/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 correspondenceThe customer states ongoing LCD concernsAt this time the unit was serviced and the customer requests some time to test unitDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any other questions in the matter Sincerely, 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 concernsAfter further review, our representative processed an onsite service, which was completed on June 10th, He was referred to Microsoft for product activation related issuesPlease note that the product was purchased from a retailer; therefore, returns are governed by the policies of the retailer where the Product was purchased [redacted] His request for refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist 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 TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situationThe representative has offered to send an onsite tech to replace parts or bring the system into the depotThe customer did not accept and the representative has followed up several times with no responsePlease have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding returning the printerThe representative [redacted] followed up with the customer and did additional troubleshootingThe representative found the system is working as designedThe representative will follow up with the customer once credit has postedIf the customer has any future concerns please have the customer contact the representative by email at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: they wanted me to return my laptop within daysthey had my laptopI could not return it as they already had itI still want a refund credited to my accountthanks Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Although Dell offered 10% discount on the repair, they did not explain why the computer issue had happened again measly months after Dell had originally repaired itBecause the same issue so soon after Dell had originally repaired it, I did not feel safe about Dell's repairWhat if I pay the $250+ dollars on repair and the same issue happens again in months? I'm wary because Dell did not fix the issue the first time when the computer was in warrantyUnfortunately, Dell stated that if the same issue were to occur months after paying $dollars, I would AGAIN have to KEEP PAYING $250+ dollars for the SAME repairThis is COMPLETELY UNACCEPTABLEI am okay with the repair cost, but Dell should at least provide me with some reassurance that this issue won't happenIf it does, at least don't have me pay another hefty fee for Dell's horrific repair quality [redacted] ***