Complaint: [redacted] I am rejecting this response because: DELL was allowed opportunities to repair the laptop- twiceFirst, via a remote assessment that took over hours The Second time was via on site visit at my home with a Dell TechnicianDELL has not acknowledged this fact or that even though they recommend ADDITIONAL repair efforts, I am provided no interim remedy via temporary replacement with a working computer This is the only computer I ownIf it is not functioning properly- I am paying for a service that is not being providedDELL continues to cite warranty policies while being completely insensitive to the inconvenience of this situation to their customer The defect is not due to any negligence on my part I continue to pay monthly to DELL Financial, but I cannot take the laptop anywhere Where is any advocacy for the customer? Why would DELL offer continued repair without providing a functioning product in the interim or modify the financial contract accordingly? Regards, [redacted] ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Mr [redacted] expressed dissatisfaction with Dell’s response and claims he has additional issues We appreciate the feedback provided Since the date of our last response, a Dell representative has remained engaged to assist Mr [redacted] under the terms of Dell’s Limited Hardware Warranty Mr [redacted] requested a list of what would be done to resolve his issue which our representative would be unable to predict until troubleshooting is performed or diagnostics processed at Dell’s Repair Depot Should Mr [redacted] want to accept our representative’s offer of assistance, we ask that he contact our representative within ten (10) days from this response at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact the representative at [redacted] for any further assistance she may need regarding this matter
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, processed a system exchange which has been shipped to the customer 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
Revdex.com Complaint ID: [redacted] Dear Better Business Bureau, 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 submissionDell representative; [redacted] has been in contact with the customer regarding their concerns [redacted] has apologized for any disappointment or inconvenience this matter may have caused Mr [redacted] Our records indicate the order was delivered to the customer on Monday, December 14, In the interest of customer satisfaction, [redacted] has authorized a concession to the customer for the shipment delay Mr [redacted] has confirmed the receipt of the equipment and the consideration Please have the customer contact our representative directly by email at [redacted] @Dell.com if he should need further assistance in this matter and [redacted] will be happy to assist Mr [redacted] Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and, for customer satisfaction reasons, processed an exchange to replace the customer’s computer Our records indicate the exchange computer has been delivered to the customer and she may contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Today’s Date: 03/03/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] ***, to address the contents of their correspondence At this time the agent has been unable to reach the customer and the customer has not returned the agents attempts at contactWe ask the customer to contact the representative at [redacted] @Dell.com should they still require assistance Sincerely, Executive Support TeamIncident 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 experience Dell representative [redacted] contacted the customer and explained that the offer the customer is referring to is for a tablet not an XPS systemThe representative further explained that the customer would not be able to extend the warranty on the system she currently has due to it being out of warrantyThe representative further explained the pricing of a hardware warrantyWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I’ve been in contact with technical support for over a year now and they have not fixed my issueI’m tired of wasting my time and money by taking time off work to get nowhereIs it your policy to sell inadequate computers? And then refuse to fix them? Because if so then you are doing a great jobI will not contact your technical support so you can charge me money to get nowhere, againI’ve reset my computer seeing all of my material which was very important to me and I refuse to do so againI feel like DELL has stolen from me and I will not trust your company again Regards, Gail R***
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 concernsIn the interest of customer satisfaction, our representative processed a product returnOur records show that that the credit for order# [redacted] has been posted to the original form of paymentOur representative also followwith [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Thank you for the opportunity to address the correspondence submitted by Mr [redacted] *** A Dell representative recently contacted Mr [redacted] and is working with him to achieve an amicable resolution for his concernsProduct return is being processedOur representative may be contacted directly by e-mail at [redacted] , in case he has any further concerns regarding this case
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 denied the customer request due to the TV being in his possession for months Dell’s return period is days Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Dell representative [redacted] continues in their efforts to contact Ms [redacted] but have not been successful in their attemptsThey have made attempts and after a 3rd attempt the case is subject to being closedOur representative may be reached at [redacted] Sincerely, Dell Advanced Resolution Team
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerA Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative authorized a return and confirmed credit has postedPlease have the customer contact the representative by emailing at [redacted] @Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell product, service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the Terms of Sale and the Return PolicyHowever, in the interest of customer satisfaction, our representative processed a return for order number [redacted] Furthermore, our records indicate that the credit has been posted to the original form of paymentThey should see this reflected on their next monthly billing statementOur representative also followto confirm resolutionShould Mr [redacted] have any additional concerns regarding this case, he 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , per the terms of the sale and the terms and conditions of the Dell Limited Warranty, respectfully denied Mr [redacted] ’s request for reimbursement for third party serviceMr [redacted] confirmed the system is functioning as designedOur representative, [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 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 provided the customer their $coupon 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
Thank you for providing a copy of the customers’ submissionDell representative, [redacted] , is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assistPlease have the customer contact the representative by email at [redacted]
Complaint: [redacted] I am rejecting this response because: The computer is overheating again!!!! I am attaching reports (overheated.jpg) from CPU Temp and GPU Temp These temperatures are outrageous and are causing the system to slow down again One of the cores actually reached 100C which is Fahrenheit, ABOVE BOILING POINT! Nearly identical to my old system, the XPS Wouldn't it make more sense to install quality parts and allow air flow so the system would not overheat? Running MS Word should not raise the CPU temperature over 50C As I am writing this response to you, take a look at the CPU temperature (cpuhigh.jpg) with just tabs opened in a browser window 62C is the CPU temp and 37C is the GPU temp Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I will acknowledge that the Battery did arrive However I do dispute their account that this was due to ***s expediting the order The battery showed up with documentation from order that I was told previously was lost and they had no way of indicating when it would be delivered I in fact was the one who notified [redacted] that I had received the battery on November 14th In my mind they did not rectify the matter satisfactorily, it was simply a matter of luck that an earlier shipment eventually got delivered I say this fully stating that Dell was still waiting on what they claimed was a part which was on back order and couldn't be delivered until December.This matter for me is closed, but I wanted to make it clear that it is not because I believe the handled this matter correctly Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: DELL was allowed opportunities to repair the laptop- twiceFirst, via a remote assessment that took over hours The Second time was via on site visit at my home with a Dell TechnicianDELL has not acknowledged this fact or that even though they recommend ADDITIONAL repair efforts, I am provided no interim remedy via temporary replacement with a working computer This is the only computer I ownIf it is not functioning properly- I am paying for a service that is not being providedDELL continues to cite warranty policies while being completely insensitive to the inconvenience of this situation to their customer The defect is not due to any negligence on my part I continue to pay monthly to DELL Financial, but I cannot take the laptop anywhere Where is any advocacy for the customer? Why would DELL offer continued repair without providing a functioning product in the interim or modify the financial contract accordingly? Regards, [redacted] ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Mr [redacted] expressed dissatisfaction with Dell’s response and claims he has additional issues We appreciate the feedback provided Since the date of our last response, a Dell representative has remained engaged to assist Mr [redacted] under the terms of Dell’s Limited Hardware Warranty Mr [redacted] requested a list of what would be done to resolve his issue which our representative would be unable to predict until troubleshooting is performed or diagnostics processed at Dell’s Repair Depot Should Mr [redacted] want to accept our representative’s offer of assistance, we ask that he contact our representative within ten (10) days from this response at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact the representative at [redacted] for any further assistance she may need regarding this matter
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, processed a system exchange which has been shipped to the customer 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
Revdex.com Complaint ID: [redacted] Dear Better Business Bureau, 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 submissionDell representative; [redacted] has been in contact with the customer regarding their concerns [redacted] has apologized for any disappointment or inconvenience this matter may have caused Mr [redacted] Our records indicate the order was delivered to the customer on Monday, December 14, In the interest of customer satisfaction, [redacted] has authorized a concession to the customer for the shipment delay Mr [redacted] has confirmed the receipt of the equipment and the consideration Please have the customer contact our representative directly by email at [redacted] @Dell.com if he should need further assistance in this matter and [redacted] will be happy to assist Mr [redacted] Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and, for customer satisfaction reasons, processed an exchange to replace the customer’s computer Our records indicate the exchange computer has been delivered to the customer and she may contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Today’s Date: 03/03/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] ***, to address the contents of their correspondence At this time the agent has been unable to reach the customer and the customer has not returned the agents attempts at contactWe ask the customer to contact the representative at [redacted] @Dell.com should they still require assistance Sincerely, Executive Support TeamIncident 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 experience Dell representative [redacted] contacted the customer and explained that the offer the customer is referring to is for a tablet not an XPS systemThe representative further explained that the customer would not be able to extend the warranty on the system she currently has due to it being out of warrantyThe representative further explained the pricing of a hardware warrantyWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I’ve been in contact with technical support for over a year now and they have not fixed my issueI’m tired of wasting my time and money by taking time off work to get nowhereIs it your policy to sell inadequate computers? And then refuse to fix them? Because if so then you are doing a great jobI will not contact your technical support so you can charge me money to get nowhere, againI’ve reset my computer seeing all of my material which was very important to me and I refuse to do so againI feel like DELL has stolen from me and I will not trust your company again Regards, Gail R***
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 concernsIn the interest of customer satisfaction, our representative processed a product returnOur records show that that the credit for order# [redacted] has been posted to the original form of paymentOur representative also followwith [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Thank you for the opportunity to address the correspondence submitted by Mr [redacted] *** A Dell representative recently contacted Mr [redacted] and is working with him to achieve an amicable resolution for his concernsProduct return is being processedOur representative may be contacted directly by e-mail at [redacted] , in case he has any further concerns regarding this case
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 denied the customer request due to the TV being in his possession for months Dell’s return period is days Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Dell representative [redacted] continues in their efforts to contact Ms [redacted] but have not been successful in their attemptsThey have made attempts and after a 3rd attempt the case is subject to being closedOur representative may be reached at [redacted] Sincerely, Dell Advanced Resolution Team
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerA Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative authorized a return and confirmed credit has postedPlease have the customer contact the representative by emailing at [redacted] @Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell product, service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the Terms of Sale and the Return PolicyHowever, in the interest of customer satisfaction, our representative processed a return for order number [redacted] Furthermore, our records indicate that the credit has been posted to the original form of paymentThey should see this reflected on their next monthly billing statementOur representative also followto confirm resolutionShould Mr [redacted] have any additional concerns regarding this case, he 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , per the terms of the sale and the terms and conditions of the Dell Limited Warranty, respectfully denied Mr [redacted] ’s request for reimbursement for third party serviceMr [redacted] confirmed the system is functioning as designedOur representative, [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 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 provided the customer their $coupon 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
Thank you for providing a copy of the customers’ submissionDell representative, [redacted] , is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assistPlease have the customer contact the representative by email at [redacted]
Complaint: [redacted] I am rejecting this response because: The computer is overheating again!!!! I am attaching reports (overheated.jpg) from CPU Temp and GPU Temp These temperatures are outrageous and are causing the system to slow down again One of the cores actually reached 100C which is Fahrenheit, ABOVE BOILING POINT! Nearly identical to my old system, the XPS Wouldn't it make more sense to install quality parts and allow air flow so the system would not overheat? Running MS Word should not raise the CPU temperature over 50C As I am writing this response to you, take a look at the CPU temperature (cpuhigh.jpg) with just tabs opened in a browser window 62C is the CPU temp and 37C is the GPU temp Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I will acknowledge that the Battery did arrive However I do dispute their account that this was due to ***s expediting the order The battery showed up with documentation from order that I was told previously was lost and they had no way of indicating when it would be delivered I in fact was the one who notified [redacted] that I had received the battery on November 14th In my mind they did not rectify the matter satisfactorily, it was simply a matter of luck that an earlier shipment eventually got delivered I say this fully stating that Dell was still waiting on what they claimed was a part which was on back order and couldn't be delivered until December.This matter for me is closed, but I wanted to make it clear that it is not because I believe the handled this matter correctly Regards, [redacted]