Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has provided the customer with extended warranty options 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
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Mr [redacted] has expressed extreme dissatisfaction with our continued attempts to provide him with the support to which he is entitled to under the terms of his support contract and Dell’s Limited Hardware WarrantyMr [redacted] has not been cooperative in scheduling onsite service during service hours and continues to seek additional support beyond the scope of what he purchasedHis continued profanity and abuse of our agents has led us to conclude that we will likely not be able to satisfy Mr***, and have accordingly conveyed an offer to his attorney that we would reimburse him the full price of his service contract Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dell representative, Arun will continue to be the customers’ point of contactThe representative has authorized the exchange and will update once shipping information is availableWe ask that the customer follow up with the representative directly by email at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because:The credit memo attached to the email dated 2/17/was not mine, Wrong client, wrong product, wrong amount Regards, [redacted] ***
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, *** has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has informed the customer their refund has been processed and will be posted to account in the next 2-business 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
Complaint: [redacted] Dear Revdex.com, Happy New Year! Thank you for providing a platform to demonstrate how unprofessional some customer service representatives (CSR) wereThey were only good at fabricating unreliable excuses, violate their own existing policy, creating policy which never exist, and using arbitrary statement to fool and bully their customersPlease be sure to publish their responses and enable other customers to be aware of these terrible CSRsAfter reading this Dell CSR’s response several times, I have to say this is absolutely a junk emailI even highly suspect that the email was used to bully another customer, however send to me by mistakeBecause it is totally irrelevant to my question and requestThis email neither answer any of my question (did not provide evidences to indicate the monitor was marked as “door buster” on 12/15/2016), nor providing solutions to refund me the $price difference based on Dell’s price match policyInstead, making an illogical and arbitrary statement, providing some irrelevant and wrong informationFollowing are my analysis about this junk email “This matter has been previously addressed this matter, no alterations have been/will be made to the final resolution.” I don’t know why they changed their CSR, and this Dell CSR did not specify what was their final resolutionI also even wonder whether this Dell CSR know exactly what my problem wasActually it seems that this is a universal statement format copied from other bully junk email and pasted here, without providing details and reasons, and is a key feature of junk emailSeems this CSR even did not know how they form their logic to make their so called “final resolution”I need to summarize their illogic “logic” here: 1) I had a $shipping refund, thus they cannot match price, 2) my order was locked, thus they cannot refund me price difference, 3) this item was marked as “door buster” on that date, and I became not eligible for the price match policy, however did not provide any evidence4) make their final resolutionwhat was your final resolution? Did not mentionI guess it was they cannot do the price match for me, based on what? Based on the logic aboveI am sure this is the most ridiculous joke I have ever seen! “The customer opted not to accept the representative offer to assist in replacing the order” Tell me what is the meaning of replacing order? It does not make any sense to replace the order, because this item works fineIf I choose to return this item, I need to pay up to 15% restock fee and shipping fee to return this item, it is absolutely ridiculousIf I can replace this order for free, and reorder the item with low price, why not refund me the difference in price, which is an easier and straightforward wayThus, it is absolutely meaningless to replace the order “The monitor normally sales for $the customer took advantage of the sale his base price for the monitor was $266.35.” Useless and wrong informationThe link provided only indicated current price and information of the item, however has nothing to do with the price in a specific date I want to matchI have to state here again to this careless CSR, I purchased the U2913WM in 11/18/with its original price $299.99, I want to match a lower price $which displayed in your website in 12/15/This was not a “door buster” item in 12/15/2016, provide me solid evidence if you think so, otherwise, refund me price difference which is $If I were your supervisor, I would tell you go to check the data and web cache in Dell servers, to see what the webpage of the item was like in 12/15/I am slightly happy because this Dell CSR said I purchased this item for $266.35, however in fact, I purchased it for $Please go ahead and refund me the amount I overpaidLast but not least, this sentence has NO COMMA however there should be! I just wonder whether this Dell CSR will send No-comma sentences to her bossA No-comma sentence is difficult to read, and may cause misunderstanding! Sending no-comma sentences to others only indicate that you were careless and show your disrespect to others! I just wonder how Dell hired these unprofessional and low quality CSRs, they do not even know how to behave as merchant representatives to show their care and respect to customers! I have to warn this Dell CSR to behave well as a merchant representative, you did not show respect to your customer and Revdex.com representative, you must apologize for your improper writing manner! My conclusion:Absolutely junk emailThis careless Dell CSR did not take time to understand what the actual issue was, however just want to slack her responsibility to really solve problems, copy and paste arbitrary statement, provide irrelevant and wrong information try to fool and bully their customersThis Dell CSR did not even want to spend time putting some commas in the sentence, only show her unprofessional and disrespect to the customers and the Revdex.com representativeAlso I know Revdex.com has the rule that the business representative should response to the customer in a limited timeI think Dell representative may intentional send a junk email try to reset and delay the time, fool their customers and throw the ball to me, try to conceal their unprofessional and inability to solve problemsI will summarize their responses and email them to Michael DellI have friends working in Dell, they know his emailI believe your CEO will reward you because your Dell CSRs did good jobs in bullying customers and saving money for his companyAlso I am going to consult my attorney whether their behaviors could be considered as crimes of cheating and bullying customers, and reserve the right to issue a lawsuitThank you again and happy new year! [redacted] ***
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback Tech support has worked with the customer and resolved his issues Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell has notified the customer of the delay as required by the FTC the customer has the option to cancel the order if he does not wish to waitPlease have the customer contact our representative directly by email at [redacted] @Dell.com if they have any other concerns regarding this matterAdvanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: On Monday, 19th September at precisely 2:PM, I contacted Dell Computer out of Warranty Technical Online Chat SupportThe reason why I contacted Dell Computers out of Warranty Technical Chat Support was that on Friday, 16th September 2016, my Dell Inspiron PC after I had logged on started flashing so badly that I could not use itI decided to use the updated Dell Backup and Recovery program installed on my PC to restore my PC back to its factory imageHowever, after hours of the Dell Backup and Recovery going through process restore indicated that process was complete and I clicked the next button After my Dell Inspiron PC restarted, a blue screen appeared with a message that a crucial file was missing I had explained all of this to Dell Tech Support specialist, [redacted] during our chat conversation on Monday, 19th September After nearly an hour of being on Dell Out of Warranty Chat Line, [redacted] informed me of a service where Dell Computers would help installing the operating system, drivers & basic applications for $for annual contractI informed [redacted] that I was not interested in Dell installing anything on my Dell Inspiron PCNear the end of our chat, [redacted] informed of the price of recovery DUSB After realizing that I wanted the recovery DVD, I emailed [redacted] shortly after our conversation that I wanted a recovery DVD At noon on Wednesday, 21st September 2016, [redacted] called me and agreesively asked me why I did not want to pay $for Dell installing the operating system on my Dell PCI told [redacted] that I just want to order the recovery DVDDue to language barrier, [redacted] became frustrated and began aggressively pitching the $for the Dell installationI had to hang upEventually, I ordered the Dell Windows Recovery DVD from another Dell tech specialistOn Wednesday, 21st September at 2:PM, I spoke with a Dell Escalation specialist [redacted] at extension #*** [redacted] was responding to a Revdex.com report that I filed against Dell Computers regarding an issue with the Windows Dell Backup & Recovery program that I used to recover y my Dell PC to the factory image I explained to [redacted] that after Dell Backup & Recovery program prompted me that the recovery was complete, my Dell PC restartedThen a blue screen had appeared with the error message that a critical file was missingAfterwards, [redacted] , the Dell Escalation specialist had looked up my Dell account through my Dell PC service tag number [redacted] had seen that I ordered the Dell Windows Recovery DVDOn Saturday, 24th September at 0:00, Federal Express delivered to my home the Dell Windows Recovery DVD that I ordered on 21st September ( Dell Purchase ID: [redacted] )An hour after the Dell Windows Recovery DVD had arrived; I put the DVD into my Dell PCThe Dell Recovery DVD booted as normalHowever, I was surprised when the Windows screen asked me for a product key Furthermore, there was NO product key information on the shipping labels or DVD envelope that Dell Windows Recovery DVD was enclosed inI was reassured on Wednesday, 21st September during my conversation with [redacted] , the Dell Escalation specialist that I spoke with that I would NOT need a Windows product key [redacted] had explained that each Dell PC has the product key embedded in the motherboardDuring the installation process, the Dell Windows recovery DVD will detect the Windows product key on PC, accepted, and the installation will run smoothlyFrustrated with customer service that I had with Dell Computers via chat and over phone; I went online to find answers why the Dell Windows Recovery DVD kept asking for a Windows product keyI came across an official chat from the dell tech support knowledge base that Dell Out of Warranty tech support suggesting a Dell Reinstallation DVD kept aggressive via phone their $for Dell installing the operating system on malfunctioning Dell PC’sNow,am I being told by a Dell Customer Service Specialist that I need a Dell Reinstallation DVD/USB instead of the Dell Windows Recovery DVD that I ordered Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: They have not addressed any of my issues and are blatantly ignoring any request for additional infoSeveral calls and emails have been made inquiring my issues and are repeatedly ignored and skirted aroundThey also cannot give me an availability date or shipping date for a TV that I ordered August 24th, but are more then willing to keep my moneySo what happens if the TV no longer becomes available, am I suppose to just forfeit my money to them?Below is a few of the emails I have sent and received from their Dell representative: Are you purposely ignoring my actual issues? I had questions and issues in my last email and you blatantly ignored all of them and went right back to the gift card issueDo you even read the emails? I've also sent this to the Revdex.com in the last email, I see you purposely didn't reply to them either, very poor business practices and extremely shady.If I do not have my issues address that I inquired about in my last email by tomorrow, I will contact the attorney general and a lawyerThat fact that you are keeping my money without providing a product is 100% illegal and Dell will be responsible for your actions.Thank you [redacted] -----Original Message-----From: ***[redacted] To: [redacted] < [redacted] @aol.com>Sent: Fri, Sep 30, 2:pmSubject: RE: ***Regarding your Dell order # [redacted] Incident # [redacted] Dell Customer CommunicationDear [redacted] ,Thank you for your emailI am sorry for the inconvenience caused to you.As discussed earlier, we do not have an estimated time frame for the TV availabilityAs the $Gift card was used towards purchasing a Camera, to get a full refund the order should be returnedOnce returned the full refund can be processed, otherwise the refund less $will be processedPlease let me know if you need any further assistance and I will be glad to assist you with it.Regards, [redacted] Dell | Advanced Resolution GroupPhone [redacted] My work schedule is 9:am - 6:pm CST Monday to Friday Please consider the environment before printing this email.Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.-----Original Message-----From: [redacted] [mailto: [redacted] @aol.com] Sent: Friday, September 30, 6:PMTo: [redacted] , [redacted] < [redacted] @Dell.com>; [email protected]: Re: ***Regarding your Dell order # [redacted] Incident # [redacted] And what if the TV never becomes available, what is your procedure then? To keep my money and never deliver a product?I also never said I will not return the camera, I kept asking what if I cannot return it and you never answered me; I asked this more than once with no answerAll you're doing is dancing around my issues and keep pushing the gift card complaint when that's not my major issueMy issue is that I keep being lied to about when the TV will be become availableIf I knew the TV wasn't going to be available from the beginning, then I would have requested a full refund before spending the gift cardBut I was told SEVERAL TIMES that the TV was available, would be shipped to my house on a specific date, expedited and overnighted to me, but this continued to never happenAlso, as stated in the Revdex.com complaint, I was told I would receive multiple emails with tracking info, but again, never received such an emailDell keeps making promises but never deliversSeems to me the only reason I'm told these lies is to get me off the phone.I've also been paying for cable for a TV that I don't even have yetI've also paid for this TV IN FULL, yet I have nothing for itIt's wrong, not to mention illegal to charge someone for a product that they have yet to receive, not to mention that you can't even tell me when it will be available.Who is your boss, clearly if you are unable, but really seems unwilling, to assist me in this matter, I want to talk to them[redacted] -----Original Message-----From: ***[redacted] To: [redacted] < [redacted] @aol.com>Sent: Thu, Sep 29, 3:pmSubject: RE: ***Regarding your Dell order # [redacted] Incident # [redacted] Dell Customer CommunicationDear [redacted] ,This email is a follow up to the conversation we had today regarding your Dell order # [redacted] .As discussed, it is not possible to process a full refund as $gift card issue to you has been used towards purchase of a Camera which you do not want to return.We can either process a return for the camera and get the full refund processed or wait for the availability of the replacement or get the refund for the order minus the $gift card you have used.Please contact me if you need any further assistance and I will be glad to assist you with it.Regards, [redacted] Dell | Advanced Resolution GroupPhone [redacted] My work schedule is 9:am - 6:pm CST Monday to Friday Please consider the environment before printing this email.Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.-----Original Message-----From: [redacted] [mailto: [redacted] @aol.com] Sent: Thursday, September 29, 6:PMTo: [redacted] , [redacted] < [redacted] @Dell.com>Subject: Re: ***Regarding your Dell order # [redacted] Incident # [redacted] As I've stated multiple times to other Dell representatives, I want the TV, but seeing how Dell is unable to provide me with one in a timely manner, I would like a refund so I can purchase it elsewhereI am also willing to accept a different TV for the same purchase price, but not one of poorer quality and/or smaller display, which has been offered to me by other representatives.This one for instance, which is of lower quality, but larger Manufacturer part M70-D3Dell part A8822382Thank you [redacted] -----Original Message-----From: ***[redacted] To: [redacted] < [redacted] @aol.com>Sent: Wed, Sep 28, 3:pmSubject: RE: FW: ***Regarding your Dell order # [redacted] Incident # [redacted] Dell Customer CommunicationDear [redacted] ,This email is with regard to your dell order # [redacted] We apologize for any disappointment you may have experienced during your business with Dell As discussed, I am working on the issue and will keep you updated with the refund statusPlease contact me if you need any further assistance and I will be glad to assist you with itRegards, [redacted] Dell | Advanced Resolution GroupPhone [redacted] My work schedule is 9:am - 6:pm CST Monday to Friday Please consider the environment before printing this emailConfidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message Regards, [redacted]
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 of sale, limited hardware warranty, and return policy [redacted] Our representative confirmed product specifications, configuration and provided upgrade optionsHer request for free upgrade or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell experienceWe remain ready to assist her within the terms of the Limited Hardware Warranty and our other policiesOur 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
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 processed the approved refund and confirmed it has postedWe 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
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has declined the customer’s request for a refund due to the computer being outside of Dell’s return period Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr [redacted] expressed dissatisfaction with Dell service and support and wants his computer repaired and returned to himWe 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 provide assistanceMr [redacted] requested a warranty extension as a concession which was denied as he already has the maximum term for the warranty available for his computerOur representative, for customer satisfaction reasons, processed a service dispatch to replace his computer with an exchange computerThe replacement computer has since been sent to Mr***Our 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
Complaint: [redacted] I am rejecting this response because:Dear Revdex.com, The Advanced Resolution Group at Dell remains steadfast in their refusal to address my complaintThe data was not lost it was given to an unknown third partyDell compromised my security and the security of my teen daughterIn addition, I have been treated and spoken to in the most rude, unkind and unprofessional manner by [redacted] I have asked that upper management contact me and Dell refuses to honor this requestI have not been afforded the opportunity to resolve the problem of my computer being given away to a third party, nor have I been able to speak to a representative at Dell to file a complaint about the employee [redacted] , which Dell is insisting I continue to speak with.Dell didn’t ruin our computer or lose our dataDell sent our computer and our private information to some unknown personDell cannot locate the person or our computerThis person or persons now has access to copies of our birth certificates and social security numbersOur family has been placed in harms wayWhat does Dell propose to do to protect our families security? Why does Dell refuse to address this very serious issue? This problem has been ongoing since AprilIt is now July and Dell refuses to simply have a member of upper management contact meThis is unacceptable Considering the inconvenience and threat to our families security:Asking for the cost of the computer to be refunded is more than reasonable.Asking for a sincere apology is more than reasonable.Asking for a refund of the cost of repair is more than reasonable.Asking to speak to a manager who is polite and professional is more than reasonableI would hope that Dell reconsider their position, have a manager in a higher position contact me and work to offer me a reasonable resolution to this problem Sincerely, [redacted] Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been in contact with [redacted] * [redacted] by phone and during the call the customer told [redacted] his technical concerns have been addressed and resolved by Dell technical support, therefore he no longer requires assistance Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsThe representative worked with our account verification department to resolve this matterIn the interest of customer satisfaction, products return was processedOur records show that a credit for order# [redacted] has been posted to the original form of payment, which should reflect on her next billing statementThe representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Better Business Bureau, Thank you for providing a copy of the customer’s submissionDell records indicate the customer system invoiced December The customer first contacted Dell in regards to the issues outside the return periodThe system was sent to depot for repair after the repair the customer has refused deliveryWe have advised the customer the system will be held at the depot for daysIf he does not wish to accept the system back it will be recycled and no refund will be providedWe ask that they contact Dell via email or chat by visiting [redacted] or for online assistance at [redacted] Sincerely, Advanced Resolution Group FID: [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] has authorized the return and provided shipping labelsOur marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handNo further changes will be made to the resolutionThe representative will update the customer once the credit has posted which can take to days after receiptSincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] Can you please explain why Dell made an exception in the first place? Can you please explain why you keep insisting on another exception of having me mail my computer off to the Dell Depot for an unknown amount of time when I purchased in-home service and repair?Dell representatives have made several self benefiting exceptions against my purchased product and policies without my permission Due to dell's representative choices, I have suffered damages and losses including but not limited to1)I now have refurbished parts that Dell employees have acknowledged were never properly diagnosed before replacement, and as a result, I have no faith in the products ongoing quality due to the "Implied warranty of fitness," which is when the seller knows the buyer is relying upon the seller's expertise in choosing replacement goods But Dell has acknowledged to replacing parts without any associated diagnostics to determine their replacement necessary Due to these acts, my computer has been compromised with an unnecessary amount of unneeded "refurbished parts."2) that I have several ongoing related issues resulting from the attempted service call repairs that dell refuses to fix, and refuses to send the contracted vendor that damaged it to warranty their work.3) that sending an external mouse to me won't help fix the keyboard and speaker malfunctions caused by contracted vendor4)that due to the lack of diagnostics, the original complaint keeps reoccurring5)in a Revdex.com response, it was clearly stated that Dell can replace or exchange the entire unit, but simultaneously keep refusing to do what they have stated they are allowed to do I have requested you exchange the unit before I ever proceeded to ask for a refund.6) I have purchased several additional warranties and support that are being misrepresented and mishandled by dell;a) 803-Premium Support, Yearsb) 975-Dell Limited Hardware Warranty Extended Year(s)c) 801-Dell Limited Hardware Warranty Initial Yeard) 803-Premium Support with Onsite Service After Remote Diagnosis, Year Extendede) 803-Premium Support with Onsite Service After Remote Diagnosis, Yearf) 801-Accidental Damage Service, Years"UCC Contracts and duties; obligation of good faith in performance or enforcement.SecEvery contract or duty within this act imposes an obligation of good faith in its performance or enforcement."I am not willing to accept any more exceptions that benefits Dell at my loss! This has been ongoing for three months now Asking me to diagnose the contracted vendors damages is unacceptableYou have already deemed these attempted repairs as a "qualified Incident" and sent an onsite service tech This vendor is already engaged in this repair process Has Dell sent a vendor to engage in this repair?Service Description Dell Premium Support: (excerpts in quotes)"Once a vendor is engaged, Dell will monitor the problem resolution process and obtain status and resolution plans from the vendor until the vendor resolves the problem by either providing a resolution, steps towards a resolution, workaround, configuration changes, or escalation of a bug reportUpon the Customer’s request, Dell will initiate management escalation procedures within Dell and/or the vendor organization" I have requested Dell to initiate management escalation with the vendor organization, only to be denied!Under exhibit a: other service response options,that 1)"dell may provide whole unit exchanges rather than the exchange of individual parts" under parts only serviceand 2)"dell may ship a replacement product to the customer's location to support a Qualified Incident" under advanced exchange service.I feel it is inappropriate to ask me to do anything to my computer before the 3rd party offers a resolution or checks the quality of the repair done by their tech!Asking me to send my unit in for over a week is an unacceptable exception when I paid for years of in-home service The UCC is pretty clear, repair, replace or refund You are refusing to repair it, you have denied replacing it, so the last option available is to refund it.Requesting a refund at this point is not unreasonable, as I purchased premium support for years as part of the sale, and dell is refusing to honor the premium support at less than months after purchase; and the unit has been compromised with inadequate repairs and a lot of unnecessary refurbished parts.I feel I have followed the terms set in the service description dell premium support! I have what I feel is adequate proof that Dell employees and dell's 3rd party vendors have not followed those same terms set forth by Dell Marketing L.P., and that I have suffered unnecessarily damages as a result! Since Dell is directly responsible for their employees actions, and also responsible for any vendor's work that dell has contracted, I request you honor my request to return item for a full refund at this time.Sincerely ***P.S.,This is a Revdex.com email correspondence that was completely ignored and I am offering you another chance to respond to now;"1) Anybody reading my concerns and your response can plainly see I wasn't really offered a resolution, but merely a 4th attempt with the same department that has failed on previous repairs over the coarse of over days and 70+ emailsNot only was the issue not repaired, but damage was done to the unit every time, damage that warranty is refusing to repair, unless I agree to talk to somebody on the phone I will not answer your calls as I have no way of preserving them for future use I have requested on multiple times that all correspondence be kept to emails.2) please list for the record, what parts have been replaced, and the related diagnostics before the parts were deemed necessary to be replaced.3) Has this malfunction already been deemed a "qualified incident?"4) please list the company you contracted to do the repairs for the qualified incidents5) please list the resolution the company named in line has offered to repair the damage caused by their on-site technician.6) please list all available options to get this resolved.7) please accept my request for a refund at this time8) please acknowledge that I have also requested arbitration no less than three times (as the premium service contract allows) with no response from dell9) if my request for refund is denied, I request arbitration to be initiated by Dell Marketing L.P."to which I received no response to Please take time now to respondThis is another previous email that was failed to be responded to as well, that you have another chance to respond to now as well;" [redacted] Feb (days ago)to [redacted] [redacted] thanks for the response,1)can you please supply links and/or pdf's for each one of the following item I purchased; item numbera) 803-Premium Support, Yearsb) 975-Dell Limited Hardware Warranty Extended Year(s)c) 801-Dell Limited Hardware Warranty Initial Yeard) 803-Premium Support with Onsite Service After Remote Diagnosis, Year Extendede) 803-Premium Support with Onsite Service After Remote Diagnosis, Yearf) 801-Accidental Damage Service, Years"Thank you for your emailI would advise you to click link below for more information regarding the Dell warranties: [redacted] I have been there and read it but you stated premium support is different than warranty and that premium support is different than how I read it, so please give me direct link's or pdf's to each item(a - f) I purchased in connection to the alienware laptop I received "What is covered by this limited hardware warranty?This limited hardware warranty covers defects in materials and workmanship in your Dell-branded hardware products, including Dell-branded peripheral products."Even the warranty info you provided the link to says the warranty covers defects in materials AND WORKMANSHIP! My complaint is warranty is refusing to stand behind the defective workmanship I received warranty is stating it is my responsibility to diagnose the workmanship I received." "Premium support very clearly states that" "On 12/13/what diagnostics were required of me to send an on-site service technician by [redacted] ?On 12/26/16(1st time I asked for exchange if unrepairable under terms of sale) warranty tried to make an exception to send my computer to the depot, at which time I stated "I paid for years of in home service If you can't repair it at my house then send a replacement please." Then on 12/26/ [redacted] stated"As previously discussed, we have determined that we will set up an Onsite technician visit to repair your system."That attempt failed the original complaint and added more complaints from me on 1/1/17, 1/1/17, 1/09/and 1/10/17..."The initial intermittent problem has not returned, however I seem to have diminished battery capacity since the repair On battery power, I can watch my battery state of charge and expected run time start to drop at a rate of percent per second! all while on power saver! ""and the service tech did not activate windows so now I have an "activate windows go to settings to activate windows" prompt continuously on my screen-even during video playback-that I don't know how to remove""In this case that has been going on, you have already sent two technicians The second one lied and said he was done when he actually wasn't Your tech lied! He left my computer in an powered off state, returned it to me and said he was finished All he did was the hardware replacement and not any of the associated software necessities! YOUR TECH LIED TO THE CUSTOMER! AND DID NOT FINISH THE REPAIR! AND CAUSED BATTERY DAMAGE IN THE PROCESS! Now let's review this one more time with your supervisor And tell me again, how I am responsible to help diagnose my computer because your employee failed his duty and left it in incompletely repaired." " I work constantly and have already taken two days off work for this I don't have the time, knowledge or patience to fix it myself I paid for years of on site serviceThe second tech that was dispatched didn't finished the repair He told me it was all done It appears that he changed the hardware but didn't update the software associated with the hardware change Also my battery life is severely diminished since your tech disassembled and reassembled my laptop Again this is not something I am capable of I am requesting that you send a tech to complete the repair to the same state it was at before the repairWhen I gave my number to you, it was for the tech to call me the day of serviceI am also requesting that you don't call me and maintain our conversation thru emails Thanks ***" [redacted] presponse, "In this case we are not able to send the onsite technician, we need to do some other troubleshooting steps to verify that it is not an issue with the BIOSAs soon as you have time please let us know so we can do a remote connection with the computer and help you with the problem." [redacted] *response, "We still have some steps to perform before we completely resolve any issues with your systemWe need to update the Bios on your machine[redacted] mresponse, "I am a supervisor from Alienware Tech Support; your case was escalated to me after your last emailI am taking ownership of your case in order to reach a successful resolutionWe will go ahead and send a tech out with the battery and the Windows activation card; that should take care of both the issuesWe apologize for the trouble and the delay."So again, what diagnostics were required of me before warranty sent an onsite tech for the third time? You were asked and refused a whole unit exchange and instead, made an exception to the warranty policy as stated by dell employees, and sent an onsite service tech for an attempted repair for the third time times now you have had proper chances to have your tech diagnose system before his attempts to repair it, to which he failed Once so far, I have been refused an equal exchange for the faulty computer as a whole.I then had to wait for back ordered parts..."We recently created a dispatch to resolve an issue with your systemUnfortunately in the DPS Number [redacted] one of the parts needed to fix your computer got into back order status and the ETA is: 1/27/17" emailed from [redacted] (not [redacted] who just emailed "I am taking ownership of your case in order to reach a successful resolution.) after the 3rd onsite attempt, I responded "This last replacement of the battery only seemed to cause more issues, and not fix the associated high drain on the battery since the motherboard replacement Now after this last attempt, the Alienware TactX keys on keyboard do not light up or illuminate and the speakers don't work in stereo anymoreAnd the battery still runs dead at an unacceptable accelerated rate The tech did update the bios upon my request please advise, thanks ***"Notice how on [redacted] and tim (both dell employees) both pushed the fact the bios might need updated as part of the necessary diagnostics, but that the onsite service tech only checked the bios upon my request, after he had already performed all his work replacing untested components with no diagnostics done at all.After a couple attempts to archive my complaint without resolution, I responded again "For the 3rd time, no it is not functioning properly The tact x keys are not lit The battery is going dead in less than hrs And the speakers are not working in stereo You sent an inadequate tech that caused more issues than he was supposed to repair, while not repairing the issue at handPlease send a tech and have him call you to diagnose his disrepair while he is hereThe previous to last time the tech was here, he carelessly put my keyboard back in, and when I showed it to him the last time he was here, he 1st said he believed it was manufactured that way, until he disassembled it and acknowledged it was his error Then this same careless tech leaves keyboard lights and a speaker non functional How is calling me going to help plug the speaker back in or fix the ribbon on the keyboard so all the lights work again if these are due to the careless tech not double checking his own work(or even give me the opportunity) before leaving I assume you are a manager [redacted] ? Please respond to this email with an email and let me know how this will be remedied."To which I received this from [redacted] " This is [redacted] , [redacted] 's supervisor.I’m sorry for the delay, I know this has been a long case and I want to be sure your computer is fully functional.We can’t send oniste to do the troubleshooting at your house, they only go an replace parts.I understand you like to have everything via email, so this are some steps you can follow, if you prefer us to call you and do them for you please let me knowWe could also send the computer to the repair center *Uninstall the Nvidia driver from programs and features, Sound blaster and Alienware Command Center "Please re-start the system after any driver uninstall" - Re-start the system > Delete registry keys from Regedit (HKEY_LOCAL_MACHINE\SOFTWARE\Alienware) [redacted] AlienFXMediaPlugin* Alienware AlienFX [redacted] CCPlugins [redacted] Command Center (HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Alienware) [redacted] AlienFXMediaPlugin* Alienware AlienFX [redacted] Command Center Alienware Command Center Link [redacted] Sound Blaster Audio Driver - Reinstall Audio Driver [redacted] Re-install Nvidia driver Re-start between each uninstall/installation of drivers - Make sure Battery mode is disable > high performance active- Need to check about the time the battery took to drain + what the system is being use for by that time(Gaming\use, etc.)- AC type on Bios(Main tab) - Run Support Assist and look for the Battery stress test (Please open the Details on the top of the test and send me those via email to check the Wh of the battery.- Battery | Bios(F2) > Advance > Express Charge > Select Standard > Fto safe changes." Again, I don't understand what exactly I am being asked to do, nor do I feel comfortable even attempting these repairs myself! I have stated that over and over to no avail.so on 2/14/I finally asked for a refund after long attempts to repair and one request to replaceI even requested dell initiate arbitration to which I have been deniedNone of my concerns in the following emailed were responded to and just ignored so I opened a Revdex.com complaint and have been ignored there as well."Last night the comp turned itself off saying it was low batt 6% while it was plugged in When I turned it back on, the batt indicator was at 100% upon restart.After reading about everybody's experience with dell/aw on the forums, I am not comfortable doing any self diagnostics or attempting any repairs myselfIf I damage or do something wrong, their are plenty of examples on the interwebs where dell/aw refused to repair damage from customers even though tech said to perform action that caused unsatisfactory results It is your responsibility to remotely diagnose this machineYou have already deemed these attempted repairs as a "qualified Incident" and sent an onsite service tech This vendor is already engaged in this repair process.Service Description Dell Premium Support:"Once a vendor is engaged, Dell will monitor the problem resolution process and obtain status and resolution plans from the vendor until the vendor resolves the problem by either providing a resolution, steps towards a resolution, workaround, configuration changes, or escalation of a bug reportUpon the Customer’s request, Dell will initiate management escalation procedures within Dell and/or the vendor organization"I, as the customer, request dell to initiate management escalation procedure and inform me of what the resolution plans will be!I feel it is inappropriate to ask me to do anything to my computer before the 3rd party offers a resolution or checks the quality of the repair done by their tech!I have been ongoing in this situation for over months now with no resolution being completed on your end You have sent techs that try not to do diagnostics and only replace the parts you deem necessary My mouse touchpad was malfunctioning so you sent a refurbished motherboard, mouse and mouse buttons After that replacement, my keyboard was installed improperly, and the associated windows keys wasn't installed by tech! And the battery started discharging at an unacceptable rate So you sent the same tech again to install a refurbished battery He reinstalled my keyboard properly and replaced the battery with a refurbished battery, while rendering my tactx keys unlit and my speakers not working correctly The battery is still discharging at an accelerated rateAgain this battery drain was already deemed a "qualified incident." It is still an unresolved and ongoing qualified incident! Has Dell Marketing L.Pnot previously agreed to provide service? Has Dell sent a vendor to engage in this repair?"Once a vendor is engaged, Dell will monitor the problem resolution process and obtain status and resolution plans from the vendor until the vendor resolves the problem" "This is [redacted] , [redacted] 's supervisorWe can’t send oniste to do the troubleshooting at your house, they only go an replace parts."Your own statement is contradicting the terms set in the service description dell premium support!Does dell supportassist not work on my computer?I see under exhibit a: other service response options,that 1)"dell may provide whole unit exchanges rather than the exchange of individual parts" under parts only serviceand 2)"dell may ship a replacement product to the customer's location to support a Qualified Incident" under advanced exchange service.Since my machine has an month long ongoing "qualified incident" and has had a large number of refurbished parts installed in an attempted unsuccessful resolution, I am requesting a return merchandise authorization and a full refund.I AM REQUESTING A RETURN MERCHANDISE AUTHORIZATION AND A REFUNDIF DENIED, I REQUEST ARBITRATION IMMEDIATELY SIGNED ON THE 14TH OF FEBRUARY, [redacted] "Instead of my concerns being responded to, it was escalated and this is the response I received, " We are here to help support your system within the terms of the warranty purchased, the request for a return is not an available option Recently we have attempted to work within your request to communicate via email and as you can see this has been difficult to properly troubleshoot your system and pinpoint the problem We are happy to troubleshoot with you by phone, this would enable us to connect remotely to the system and diagnose the problem If you would prefer we can arrange to have the system picked up and sent to our repair facility, this can take approximately days and we would supply the packaging and pre-paid shipping labels I look forward to hearing from you so we can either arrange a time to troubleshoot or we can have the system sent to the repair facility for review Regards,"So again you are willing to make an exception that benefits you, but wont follow your own procedures in writing under exhibit a in the dell premium support pdf.I keep being told that I am being "uncooperative"(same as the notes in your files) because I expect you to follow the contract I purchased instead of making exceptions in your favor that simultaneously place me at a loss.This is the latest email I got even though I have stated I AM NOT TRAINED NOR FEEL COMFORTABLE DOING DIAGNOSTICS, EVEN IF IT IS JUST TO DETERMINE HOW BAD YOUR LAST ONSITE TECH MESSED THINGS UP."I attempted to call you and see if you would like to proceed with the technical support processIf you are ok with diagnosis your system remotely over the phone with one of out technical support experts, just reply to this email and we'll be happy to help you.Thank you in advance, [redacted] _M" This is the best reasoning they gave me for the inordinate amount of refurbished parts they have installed without any diagnostics."I would like to inform you that we have replaced the parts on the system for the issues which were not reported initially and since technical issues still exist on the systemAs an exception we willing to pull the unit to Dell depot for thorough diagnosis and repairs.Please reply to this email by Thursday, 23rd February if you wish to consider this option.Regards, [redacted] A""Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback Parts used to replace failed parts covered under Dell’s Limited Hardware Warranty that are opened and tested prior to being sent to an on-site technician must be labeled “refurbished” even if they have never been used Further, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or units, as described in the warranty terms Dell has a thirty (30) day Return Period and, as the order invoiced during July, 2016, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues The customer declined this assistance and requested a refund, which our representative denied We remain available to assist the customer under the terms and conditions of the warranty including troubleshooting and processing another service dispatch, or by having the customer send the computer to Dell’s Repair Depot for analysis and repairShould the customer reconsider and want assistance, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc." AGAIN IT IS VERY CLEARLY STATED THAT DELL WARRANTY CAN REPLACE UNIT WITH REFURBISHED UNIT AS I HAVE PREVIOUSLY REQUESTED AND BEEN DENIED"Further, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or units, as described in the warranty terms."After ample opportunity and attempts were given to repair unit, dell warrarnty all of a sudden claimed I was being uncooperative and keep requesting that I diagnose my own computer if I wanted another onsite service attempt After several request have been refused to self diagnose, dell then request I send unit to dell depot for minimum of daysI requested a replacement unit to which I was deniedSince unit could not be repaired or replaced, I requested a refund and was deniedThe UCC code clearly states dell is required to repair replace or refund item dell has failed to repair unit in a reasonable fashion or time frame, has refused to replace unit, and has refused to refund itemBY NOT RESPONDING TO ANY CONCERNS CONTAINED HERE-IN, I WILL INCUR DELL DOES NOT DISPUTE THE FACTS.and by not providing specific requested links that dell employees are acting in bad faith in an attempt to defraud the purchaser!"Now B [redacted] , you have an ample opportunity to respond to all my concerns that [redacted] A did not respond to.sincerely, a wronged customer.On Wed, Mar 8, at 5:PM, < [redacted] @dell.com> wrote: Dell Customer CommunicationDear [redacted] ,Thank you for your emailI would request you to send the system back to Depot for getting the system issues fixed which is expected to be completed within 6-daysI regret to inform you that we would be unable to honor your request for a refund as the system is more than days from the date of invoiceRegards, [redacted] Dell | Advanced Resolution GroupPhone + [redacted] *** *** [redacted] My work schedule is from 9:am - 6:pm CST Monday to FridayPPlease consider the environment before printing this e-mailConfidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message [redacted] From: [redacted] Sent: Wednesday, March 08, 11:PMTo: *, [redacted] < [redacted] @DELL.com>Subject: RE: Regarding Dell Incident # [redacted] The best way to communicate is email On Mar 8, 1:PM, < [redacted] @dell.com> wrote:Dell Customer CommunicationDear [redacted] , I tried reaching you again on ***-***-*** to discuss the issue and left a voicemail as you were unavailablePlease provide an alternate phone number and the best time to reach youI am looking forward to a response from you at the earliest Regards, [redacted] Dell | Advanced Resolution GroupPhone + [redacted] *** *** [redacted] My work schedule is from 9:am - 6:pm CST Tuesday to SaturdayPPlease consider the environment before printing this e-mailConfidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message [redacted] From: B, [redacted] Sent: Saturday, February 18, 12:AMTo: '***Subject: Regarding Dell Incident # [redacted] Dell Customer CommunicationDear [redacted] , This is with reference to the correspondence that reached our corporate officeWe appreciate you taking the time to bring this issue to our attentionI tried reaching you on ***-***- [redacted] to discuss the issue and was unable to leave a voicemail as the voicemail box was fullPlease provide an alternate phone number and the best time to reach youI am looking forward to a response from you at the earliest Regards, [redacted] Dell | Advanced Resolution GroupPhone + [redacted] *** *** [redacted] My work schedule is from 9:am - 6:pm CST Tuesday to SaturdayPPlease consider the environment before printing this e-mailConfidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has provided the customer with extended warranty options 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
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Mr [redacted] has expressed extreme dissatisfaction with our continued attempts to provide him with the support to which he is entitled to under the terms of his support contract and Dell’s Limited Hardware WarrantyMr [redacted] has not been cooperative in scheduling onsite service during service hours and continues to seek additional support beyond the scope of what he purchasedHis continued profanity and abuse of our agents has led us to conclude that we will likely not be able to satisfy Mr***, and have accordingly conveyed an offer to his attorney that we would reimburse him the full price of his service contract Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dell representative, Arun will continue to be the customers’ point of contactThe representative has authorized the exchange and will update once shipping information is availableWe ask that the customer follow up with the representative directly by email at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because:The credit memo attached to the email dated 2/17/was not mine, Wrong client, wrong product, wrong amount Regards, [redacted] ***
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, *** has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has informed the customer their refund has been processed and will be posted to account in the next 2-business 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
Complaint: [redacted] Dear Revdex.com, Happy New Year! Thank you for providing a platform to demonstrate how unprofessional some customer service representatives (CSR) wereThey were only good at fabricating unreliable excuses, violate their own existing policy, creating policy which never exist, and using arbitrary statement to fool and bully their customersPlease be sure to publish their responses and enable other customers to be aware of these terrible CSRsAfter reading this Dell CSR’s response several times, I have to say this is absolutely a junk emailI even highly suspect that the email was used to bully another customer, however send to me by mistakeBecause it is totally irrelevant to my question and requestThis email neither answer any of my question (did not provide evidences to indicate the monitor was marked as “door buster” on 12/15/2016), nor providing solutions to refund me the $price difference based on Dell’s price match policyInstead, making an illogical and arbitrary statement, providing some irrelevant and wrong informationFollowing are my analysis about this junk email “This matter has been previously addressed this matter, no alterations have been/will be made to the final resolution.” I don’t know why they changed their CSR, and this Dell CSR did not specify what was their final resolutionI also even wonder whether this Dell CSR know exactly what my problem wasActually it seems that this is a universal statement format copied from other bully junk email and pasted here, without providing details and reasons, and is a key feature of junk emailSeems this CSR even did not know how they form their logic to make their so called “final resolution”I need to summarize their illogic “logic” here: 1) I had a $shipping refund, thus they cannot match price, 2) my order was locked, thus they cannot refund me price difference, 3) this item was marked as “door buster” on that date, and I became not eligible for the price match policy, however did not provide any evidence4) make their final resolutionwhat was your final resolution? Did not mentionI guess it was they cannot do the price match for me, based on what? Based on the logic aboveI am sure this is the most ridiculous joke I have ever seen! “The customer opted not to accept the representative offer to assist in replacing the order” Tell me what is the meaning of replacing order? It does not make any sense to replace the order, because this item works fineIf I choose to return this item, I need to pay up to 15% restock fee and shipping fee to return this item, it is absolutely ridiculousIf I can replace this order for free, and reorder the item with low price, why not refund me the difference in price, which is an easier and straightforward wayThus, it is absolutely meaningless to replace the order “The monitor normally sales for $the customer took advantage of the sale his base price for the monitor was $266.35.” Useless and wrong informationThe link provided only indicated current price and information of the item, however has nothing to do with the price in a specific date I want to matchI have to state here again to this careless CSR, I purchased the U2913WM in 11/18/with its original price $299.99, I want to match a lower price $which displayed in your website in 12/15/This was not a “door buster” item in 12/15/2016, provide me solid evidence if you think so, otherwise, refund me price difference which is $If I were your supervisor, I would tell you go to check the data and web cache in Dell servers, to see what the webpage of the item was like in 12/15/I am slightly happy because this Dell CSR said I purchased this item for $266.35, however in fact, I purchased it for $Please go ahead and refund me the amount I overpaidLast but not least, this sentence has NO COMMA however there should be! I just wonder whether this Dell CSR will send No-comma sentences to her bossA No-comma sentence is difficult to read, and may cause misunderstanding! Sending no-comma sentences to others only indicate that you were careless and show your disrespect to others! I just wonder how Dell hired these unprofessional and low quality CSRs, they do not even know how to behave as merchant representatives to show their care and respect to customers! I have to warn this Dell CSR to behave well as a merchant representative, you did not show respect to your customer and Revdex.com representative, you must apologize for your improper writing manner! My conclusion:Absolutely junk emailThis careless Dell CSR did not take time to understand what the actual issue was, however just want to slack her responsibility to really solve problems, copy and paste arbitrary statement, provide irrelevant and wrong information try to fool and bully their customersThis Dell CSR did not even want to spend time putting some commas in the sentence, only show her unprofessional and disrespect to the customers and the Revdex.com representativeAlso I know Revdex.com has the rule that the business representative should response to the customer in a limited timeI think Dell representative may intentional send a junk email try to reset and delay the time, fool their customers and throw the ball to me, try to conceal their unprofessional and inability to solve problemsI will summarize their responses and email them to Michael DellI have friends working in Dell, they know his emailI believe your CEO will reward you because your Dell CSRs did good jobs in bullying customers and saving money for his companyAlso I am going to consult my attorney whether their behaviors could be considered as crimes of cheating and bullying customers, and reserve the right to issue a lawsuitThank you again and happy new year! [redacted] ***
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback Tech support has worked with the customer and resolved his issues Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell has notified the customer of the delay as required by the FTC the customer has the option to cancel the order if he does not wish to waitPlease have the customer contact our representative directly by email at [redacted] @Dell.com if they have any other concerns regarding this matterAdvanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: On Monday, 19th September at precisely 2:PM, I contacted Dell Computer out of Warranty Technical Online Chat SupportThe reason why I contacted Dell Computers out of Warranty Technical Chat Support was that on Friday, 16th September 2016, my Dell Inspiron PC after I had logged on started flashing so badly that I could not use itI decided to use the updated Dell Backup and Recovery program installed on my PC to restore my PC back to its factory imageHowever, after hours of the Dell Backup and Recovery going through process restore indicated that process was complete and I clicked the next button After my Dell Inspiron PC restarted, a blue screen appeared with a message that a crucial file was missing I had explained all of this to Dell Tech Support specialist, [redacted] during our chat conversation on Monday, 19th September After nearly an hour of being on Dell Out of Warranty Chat Line, [redacted] informed me of a service where Dell Computers would help installing the operating system, drivers & basic applications for $for annual contractI informed [redacted] that I was not interested in Dell installing anything on my Dell Inspiron PCNear the end of our chat, [redacted] informed of the price of recovery DUSB After realizing that I wanted the recovery DVD, I emailed [redacted] shortly after our conversation that I wanted a recovery DVD At noon on Wednesday, 21st September 2016, [redacted] called me and agreesively asked me why I did not want to pay $for Dell installing the operating system on my Dell PCI told [redacted] that I just want to order the recovery DVDDue to language barrier, [redacted] became frustrated and began aggressively pitching the $for the Dell installationI had to hang upEventually, I ordered the Dell Windows Recovery DVD from another Dell tech specialistOn Wednesday, 21st September at 2:PM, I spoke with a Dell Escalation specialist [redacted] at extension #*** [redacted] was responding to a Revdex.com report that I filed against Dell Computers regarding an issue with the Windows Dell Backup & Recovery program that I used to recover y my Dell PC to the factory image I explained to [redacted] that after Dell Backup & Recovery program prompted me that the recovery was complete, my Dell PC restartedThen a blue screen had appeared with the error message that a critical file was missingAfterwards, [redacted] , the Dell Escalation specialist had looked up my Dell account through my Dell PC service tag number [redacted] had seen that I ordered the Dell Windows Recovery DVDOn Saturday, 24th September at 0:00, Federal Express delivered to my home the Dell Windows Recovery DVD that I ordered on 21st September ( Dell Purchase ID: [redacted] )An hour after the Dell Windows Recovery DVD had arrived; I put the DVD into my Dell PCThe Dell Recovery DVD booted as normalHowever, I was surprised when the Windows screen asked me for a product key Furthermore, there was NO product key information on the shipping labels or DVD envelope that Dell Windows Recovery DVD was enclosed inI was reassured on Wednesday, 21st September during my conversation with [redacted] , the Dell Escalation specialist that I spoke with that I would NOT need a Windows product key [redacted] had explained that each Dell PC has the product key embedded in the motherboardDuring the installation process, the Dell Windows recovery DVD will detect the Windows product key on PC, accepted, and the installation will run smoothlyFrustrated with customer service that I had with Dell Computers via chat and over phone; I went online to find answers why the Dell Windows Recovery DVD kept asking for a Windows product keyI came across an official chat from the dell tech support knowledge base that Dell Out of Warranty tech support suggesting a Dell Reinstallation DVD kept aggressive via phone their $for Dell installing the operating system on malfunctioning Dell PC’sNow,am I being told by a Dell Customer Service Specialist that I need a Dell Reinstallation DVD/USB instead of the Dell Windows Recovery DVD that I ordered Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: They have not addressed any of my issues and are blatantly ignoring any request for additional infoSeveral calls and emails have been made inquiring my issues and are repeatedly ignored and skirted aroundThey also cannot give me an availability date or shipping date for a TV that I ordered August 24th, but are more then willing to keep my moneySo what happens if the TV no longer becomes available, am I suppose to just forfeit my money to them?Below is a few of the emails I have sent and received from their Dell representative: Are you purposely ignoring my actual issues? I had questions and issues in my last email and you blatantly ignored all of them and went right back to the gift card issueDo you even read the emails? I've also sent this to the Revdex.com in the last email, I see you purposely didn't reply to them either, very poor business practices and extremely shady.If I do not have my issues address that I inquired about in my last email by tomorrow, I will contact the attorney general and a lawyerThat fact that you are keeping my money without providing a product is 100% illegal and Dell will be responsible for your actions.Thank you [redacted] -----Original Message-----From: ***[redacted] To: [redacted] < [redacted] @aol.com>Sent: Fri, Sep 30, 2:pmSubject: RE: ***Regarding your Dell order # [redacted] Incident # [redacted] Dell Customer CommunicationDear [redacted] ,Thank you for your emailI am sorry for the inconvenience caused to you.As discussed earlier, we do not have an estimated time frame for the TV availabilityAs the $Gift card was used towards purchasing a Camera, to get a full refund the order should be returnedOnce returned the full refund can be processed, otherwise the refund less $will be processedPlease let me know if you need any further assistance and I will be glad to assist you with it.Regards, [redacted] Dell | Advanced Resolution GroupPhone [redacted] My work schedule is 9:am - 6:pm CST Monday to Friday Please consider the environment before printing this email.Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.-----Original Message-----From: [redacted] [mailto: [redacted] @aol.com] Sent: Friday, September 30, 6:PMTo: [redacted] , [redacted] < [redacted] @Dell.com>; [email protected]: Re: ***Regarding your Dell order # [redacted] Incident # [redacted] And what if the TV never becomes available, what is your procedure then? To keep my money and never deliver a product?I also never said I will not return the camera, I kept asking what if I cannot return it and you never answered me; I asked this more than once with no answerAll you're doing is dancing around my issues and keep pushing the gift card complaint when that's not my major issueMy issue is that I keep being lied to about when the TV will be become availableIf I knew the TV wasn't going to be available from the beginning, then I would have requested a full refund before spending the gift cardBut I was told SEVERAL TIMES that the TV was available, would be shipped to my house on a specific date, expedited and overnighted to me, but this continued to never happenAlso, as stated in the Revdex.com complaint, I was told I would receive multiple emails with tracking info, but again, never received such an emailDell keeps making promises but never deliversSeems to me the only reason I'm told these lies is to get me off the phone.I've also been paying for cable for a TV that I don't even have yetI've also paid for this TV IN FULL, yet I have nothing for itIt's wrong, not to mention illegal to charge someone for a product that they have yet to receive, not to mention that you can't even tell me when it will be available.Who is your boss, clearly if you are unable, but really seems unwilling, to assist me in this matter, I want to talk to them[redacted] -----Original Message-----From: ***[redacted] To: [redacted] < [redacted] @aol.com>Sent: Thu, Sep 29, 3:pmSubject: RE: ***Regarding your Dell order # [redacted] Incident # [redacted] Dell Customer CommunicationDear [redacted] ,This email is a follow up to the conversation we had today regarding your Dell order # [redacted] .As discussed, it is not possible to process a full refund as $gift card issue to you has been used towards purchase of a Camera which you do not want to return.We can either process a return for the camera and get the full refund processed or wait for the availability of the replacement or get the refund for the order minus the $gift card you have used.Please contact me if you need any further assistance and I will be glad to assist you with it.Regards, [redacted] Dell | Advanced Resolution GroupPhone [redacted] My work schedule is 9:am - 6:pm CST Monday to Friday Please consider the environment before printing this email.Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.-----Original Message-----From: [redacted] [mailto: [redacted] @aol.com] Sent: Thursday, September 29, 6:PMTo: [redacted] , [redacted] < [redacted] @Dell.com>Subject: Re: ***Regarding your Dell order # [redacted] Incident # [redacted] As I've stated multiple times to other Dell representatives, I want the TV, but seeing how Dell is unable to provide me with one in a timely manner, I would like a refund so I can purchase it elsewhereI am also willing to accept a different TV for the same purchase price, but not one of poorer quality and/or smaller display, which has been offered to me by other representatives.This one for instance, which is of lower quality, but larger Manufacturer part M70-D3Dell part A8822382Thank you [redacted] -----Original Message-----From: ***[redacted] To: [redacted] < [redacted] @aol.com>Sent: Wed, Sep 28, 3:pmSubject: RE: FW: ***Regarding your Dell order # [redacted] Incident # [redacted] Dell Customer CommunicationDear [redacted] ,This email is with regard to your dell order # [redacted] We apologize for any disappointment you may have experienced during your business with Dell As discussed, I am working on the issue and will keep you updated with the refund statusPlease contact me if you need any further assistance and I will be glad to assist you with itRegards, [redacted] Dell | Advanced Resolution GroupPhone [redacted] My work schedule is 9:am - 6:pm CST Monday to Friday Please consider the environment before printing this emailConfidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message Regards, [redacted]
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 of sale, limited hardware warranty, and return policy [redacted] Our representative confirmed product specifications, configuration and provided upgrade optionsHer request for free upgrade or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell experienceWe remain ready to assist her within the terms of the Limited Hardware Warranty and our other policiesOur 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
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 processed the approved refund and confirmed it has postedWe 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
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has declined the customer’s request for a refund due to the computer being outside of Dell’s return period Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr [redacted] expressed dissatisfaction with Dell service and support and wants his computer repaired and returned to himWe 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 provide assistanceMr [redacted] requested a warranty extension as a concession which was denied as he already has the maximum term for the warranty available for his computerOur representative, for customer satisfaction reasons, processed a service dispatch to replace his computer with an exchange computerThe replacement computer has since been sent to Mr***Our 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
Complaint: [redacted] I am rejecting this response because:Dear Revdex.com, The Advanced Resolution Group at Dell remains steadfast in their refusal to address my complaintThe data was not lost it was given to an unknown third partyDell compromised my security and the security of my teen daughterIn addition, I have been treated and spoken to in the most rude, unkind and unprofessional manner by [redacted] I have asked that upper management contact me and Dell refuses to honor this requestI have not been afforded the opportunity to resolve the problem of my computer being given away to a third party, nor have I been able to speak to a representative at Dell to file a complaint about the employee [redacted] , which Dell is insisting I continue to speak with.Dell didn’t ruin our computer or lose our dataDell sent our computer and our private information to some unknown personDell cannot locate the person or our computerThis person or persons now has access to copies of our birth certificates and social security numbersOur family has been placed in harms wayWhat does Dell propose to do to protect our families security? Why does Dell refuse to address this very serious issue? This problem has been ongoing since AprilIt is now July and Dell refuses to simply have a member of upper management contact meThis is unacceptable Considering the inconvenience and threat to our families security:Asking for the cost of the computer to be refunded is more than reasonable.Asking for a sincere apology is more than reasonable.Asking for a refund of the cost of repair is more than reasonable.Asking to speak to a manager who is polite and professional is more than reasonableI would hope that Dell reconsider their position, have a manager in a higher position contact me and work to offer me a reasonable resolution to this problem Sincerely, [redacted] Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been in contact with [redacted] * [redacted] by phone and during the call the customer told [redacted] his technical concerns have been addressed and resolved by Dell technical support, therefore he no longer requires assistance Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsThe representative worked with our account verification department to resolve this matterIn the interest of customer satisfaction, products return was processedOur records show that a credit for order# [redacted] has been posted to the original form of payment, which should reflect on her next billing statementThe representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Better Business Bureau, Thank you for providing a copy of the customer’s submissionDell records indicate the customer system invoiced December The customer first contacted Dell in regards to the issues outside the return periodThe system was sent to depot for repair after the repair the customer has refused deliveryWe have advised the customer the system will be held at the depot for daysIf he does not wish to accept the system back it will be recycled and no refund will be providedWe ask that they contact Dell via email or chat by visiting [redacted] or for online assistance at [redacted] Sincerely, Advanced Resolution Group FID: [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] has authorized the return and provided shipping labelsOur marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handNo further changes will be made to the resolutionThe representative will update the customer once the credit has posted which can take to days after receiptSincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] Can you please explain why Dell made an exception in the first place? Can you please explain why you keep insisting on another exception of having me mail my computer off to the Dell Depot for an unknown amount of time when I purchased in-home service and repair?Dell representatives have made several self benefiting exceptions against my purchased product and policies without my permission Due to dell's representative choices, I have suffered damages and losses including but not limited to1)I now have refurbished parts that Dell employees have acknowledged were never properly diagnosed before replacement, and as a result, I have no faith in the products ongoing quality due to the "Implied warranty of fitness," which is when the seller knows the buyer is relying upon the seller's expertise in choosing replacement goods But Dell has acknowledged to replacing parts without any associated diagnostics to determine their replacement necessary Due to these acts, my computer has been compromised with an unnecessary amount of unneeded "refurbished parts."2) that I have several ongoing related issues resulting from the attempted service call repairs that dell refuses to fix, and refuses to send the contracted vendor that damaged it to warranty their work.3) that sending an external mouse to me won't help fix the keyboard and speaker malfunctions caused by contracted vendor4)that due to the lack of diagnostics, the original complaint keeps reoccurring5)in a Revdex.com response, it was clearly stated that Dell can replace or exchange the entire unit, but simultaneously keep refusing to do what they have stated they are allowed to do I have requested you exchange the unit before I ever proceeded to ask for a refund.6) I have purchased several additional warranties and support that are being misrepresented and mishandled by dell;a) 803-Premium Support, Yearsb) 975-Dell Limited Hardware Warranty Extended Year(s)c) 801-Dell Limited Hardware Warranty Initial Yeard) 803-Premium Support with Onsite Service After Remote Diagnosis, Year Extendede) 803-Premium Support with Onsite Service After Remote Diagnosis, Yearf) 801-Accidental Damage Service, Years"UCC Contracts and duties; obligation of good faith in performance or enforcement.SecEvery contract or duty within this act imposes an obligation of good faith in its performance or enforcement."I am not willing to accept any more exceptions that benefits Dell at my loss! This has been ongoing for three months now Asking me to diagnose the contracted vendors damages is unacceptableYou have already deemed these attempted repairs as a "qualified Incident" and sent an onsite service tech This vendor is already engaged in this repair process Has Dell sent a vendor to engage in this repair?Service Description Dell Premium Support: (excerpts in quotes)"Once a vendor is engaged, Dell will monitor the problem resolution process and obtain status and resolution plans from the vendor until the vendor resolves the problem by either providing a resolution, steps towards a resolution, workaround, configuration changes, or escalation of a bug reportUpon the Customer’s request, Dell will initiate management escalation procedures within Dell and/or the vendor organization" I have requested Dell to initiate management escalation with the vendor organization, only to be denied!Under exhibit a: other service response options,that 1)"dell may provide whole unit exchanges rather than the exchange of individual parts" under parts only serviceand 2)"dell may ship a replacement product to the customer's location to support a Qualified Incident" under advanced exchange service.I feel it is inappropriate to ask me to do anything to my computer before the 3rd party offers a resolution or checks the quality of the repair done by their tech!Asking me to send my unit in for over a week is an unacceptable exception when I paid for years of in-home service The UCC is pretty clear, repair, replace or refund You are refusing to repair it, you have denied replacing it, so the last option available is to refund it.Requesting a refund at this point is not unreasonable, as I purchased premium support for years as part of the sale, and dell is refusing to honor the premium support at less than months after purchase; and the unit has been compromised with inadequate repairs and a lot of unnecessary refurbished parts.I feel I have followed the terms set in the service description dell premium support! I have what I feel is adequate proof that Dell employees and dell's 3rd party vendors have not followed those same terms set forth by Dell Marketing L.P., and that I have suffered unnecessarily damages as a result! Since Dell is directly responsible for their employees actions, and also responsible for any vendor's work that dell has contracted, I request you honor my request to return item for a full refund at this time.Sincerely ***P.S.,This is a Revdex.com email correspondence that was completely ignored and I am offering you another chance to respond to now;"1) Anybody reading my concerns and your response can plainly see I wasn't really offered a resolution, but merely a 4th attempt with the same department that has failed on previous repairs over the coarse of over days and 70+ emailsNot only was the issue not repaired, but damage was done to the unit every time, damage that warranty is refusing to repair, unless I agree to talk to somebody on the phone I will not answer your calls as I have no way of preserving them for future use I have requested on multiple times that all correspondence be kept to emails.2) please list for the record, what parts have been replaced, and the related diagnostics before the parts were deemed necessary to be replaced.3) Has this malfunction already been deemed a "qualified incident?"4) please list the company you contracted to do the repairs for the qualified incidents5) please list the resolution the company named in line has offered to repair the damage caused by their on-site technician.6) please list all available options to get this resolved.7) please accept my request for a refund at this time8) please acknowledge that I have also requested arbitration no less than three times (as the premium service contract allows) with no response from dell9) if my request for refund is denied, I request arbitration to be initiated by Dell Marketing L.P."to which I received no response to Please take time now to respondThis is another previous email that was failed to be responded to as well, that you have another chance to respond to now as well;" [redacted] Feb (days ago)to [redacted] [redacted] thanks for the response,1)can you please supply links and/or pdf's for each one of the following item I purchased; item numbera) 803-Premium Support, Yearsb) 975-Dell Limited Hardware Warranty Extended Year(s)c) 801-Dell Limited Hardware Warranty Initial Yeard) 803-Premium Support with Onsite Service After Remote Diagnosis, Year Extendede) 803-Premium Support with Onsite Service After Remote Diagnosis, Yearf) 801-Accidental Damage Service, Years"Thank you for your emailI would advise you to click link below for more information regarding the Dell warranties: [redacted] I have been there and read it but you stated premium support is different than warranty and that premium support is different than how I read it, so please give me direct link's or pdf's to each item(a - f) I purchased in connection to the alienware laptop I received "What is covered by this limited hardware warranty?This limited hardware warranty covers defects in materials and workmanship in your Dell-branded hardware products, including Dell-branded peripheral products."Even the warranty info you provided the link to says the warranty covers defects in materials AND WORKMANSHIP! My complaint is warranty is refusing to stand behind the defective workmanship I received warranty is stating it is my responsibility to diagnose the workmanship I received." "Premium support very clearly states that" "On 12/13/what diagnostics were required of me to send an on-site service technician by [redacted] ?On 12/26/16(1st time I asked for exchange if unrepairable under terms of sale) warranty tried to make an exception to send my computer to the depot, at which time I stated "I paid for years of in home service If you can't repair it at my house then send a replacement please." Then on 12/26/ [redacted] stated"As previously discussed, we have determined that we will set up an Onsite technician visit to repair your system."That attempt failed the original complaint and added more complaints from me on 1/1/17, 1/1/17, 1/09/and 1/10/17..."The initial intermittent problem has not returned, however I seem to have diminished battery capacity since the repair On battery power, I can watch my battery state of charge and expected run time start to drop at a rate of percent per second! all while on power saver! ""and the service tech did not activate windows so now I have an "activate windows go to settings to activate windows" prompt continuously on my screen-even during video playback-that I don't know how to remove""In this case that has been going on, you have already sent two technicians The second one lied and said he was done when he actually wasn't Your tech lied! He left my computer in an powered off state, returned it to me and said he was finished All he did was the hardware replacement and not any of the associated software necessities! YOUR TECH LIED TO THE CUSTOMER! AND DID NOT FINISH THE REPAIR! AND CAUSED BATTERY DAMAGE IN THE PROCESS! Now let's review this one more time with your supervisor And tell me again, how I am responsible to help diagnose my computer because your employee failed his duty and left it in incompletely repaired." " I work constantly and have already taken two days off work for this I don't have the time, knowledge or patience to fix it myself I paid for years of on site serviceThe second tech that was dispatched didn't finished the repair He told me it was all done It appears that he changed the hardware but didn't update the software associated with the hardware change Also my battery life is severely diminished since your tech disassembled and reassembled my laptop Again this is not something I am capable of I am requesting that you send a tech to complete the repair to the same state it was at before the repairWhen I gave my number to you, it was for the tech to call me the day of serviceI am also requesting that you don't call me and maintain our conversation thru emails Thanks ***" [redacted] presponse, "In this case we are not able to send the onsite technician, we need to do some other troubleshooting steps to verify that it is not an issue with the BIOSAs soon as you have time please let us know so we can do a remote connection with the computer and help you with the problem." [redacted] *response, "We still have some steps to perform before we completely resolve any issues with your systemWe need to update the Bios on your machine[redacted] mresponse, "I am a supervisor from Alienware Tech Support; your case was escalated to me after your last emailI am taking ownership of your case in order to reach a successful resolutionWe will go ahead and send a tech out with the battery and the Windows activation card; that should take care of both the issuesWe apologize for the trouble and the delay."So again, what diagnostics were required of me before warranty sent an onsite tech for the third time? You were asked and refused a whole unit exchange and instead, made an exception to the warranty policy as stated by dell employees, and sent an onsite service tech for an attempted repair for the third time times now you have had proper chances to have your tech diagnose system before his attempts to repair it, to which he failed Once so far, I have been refused an equal exchange for the faulty computer as a whole.I then had to wait for back ordered parts..."We recently created a dispatch to resolve an issue with your systemUnfortunately in the DPS Number [redacted] one of the parts needed to fix your computer got into back order status and the ETA is: 1/27/17" emailed from [redacted] (not [redacted] who just emailed "I am taking ownership of your case in order to reach a successful resolution.) after the 3rd onsite attempt, I responded "This last replacement of the battery only seemed to cause more issues, and not fix the associated high drain on the battery since the motherboard replacement Now after this last attempt, the Alienware TactX keys on keyboard do not light up or illuminate and the speakers don't work in stereo anymoreAnd the battery still runs dead at an unacceptable accelerated rate The tech did update the bios upon my request please advise, thanks ***"Notice how on [redacted] and tim (both dell employees) both pushed the fact the bios might need updated as part of the necessary diagnostics, but that the onsite service tech only checked the bios upon my request, after he had already performed all his work replacing untested components with no diagnostics done at all.After a couple attempts to archive my complaint without resolution, I responded again "For the 3rd time, no it is not functioning properly The tact x keys are not lit The battery is going dead in less than hrs And the speakers are not working in stereo You sent an inadequate tech that caused more issues than he was supposed to repair, while not repairing the issue at handPlease send a tech and have him call you to diagnose his disrepair while he is hereThe previous to last time the tech was here, he carelessly put my keyboard back in, and when I showed it to him the last time he was here, he 1st said he believed it was manufactured that way, until he disassembled it and acknowledged it was his error Then this same careless tech leaves keyboard lights and a speaker non functional How is calling me going to help plug the speaker back in or fix the ribbon on the keyboard so all the lights work again if these are due to the careless tech not double checking his own work(or even give me the opportunity) before leaving I assume you are a manager [redacted] ? Please respond to this email with an email and let me know how this will be remedied."To which I received this from [redacted] " This is [redacted] , [redacted] 's supervisor.I’m sorry for the delay, I know this has been a long case and I want to be sure your computer is fully functional.We can’t send oniste to do the troubleshooting at your house, they only go an replace parts.I understand you like to have everything via email, so this are some steps you can follow, if you prefer us to call you and do them for you please let me knowWe could also send the computer to the repair center *Uninstall the Nvidia driver from programs and features, Sound blaster and Alienware Command Center "Please re-start the system after any driver uninstall" - Re-start the system > Delete registry keys from Regedit (HKEY_LOCAL_MACHINE\SOFTWARE\Alienware) [redacted] AlienFXMediaPlugin* Alienware AlienFX [redacted] CCPlugins [redacted] Command Center (HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Alienware) [redacted] AlienFXMediaPlugin* Alienware AlienFX [redacted] Command Center Alienware Command Center Link [redacted] Sound Blaster Audio Driver - Reinstall Audio Driver [redacted] Re-install Nvidia driver Re-start between each uninstall/installation of drivers - Make sure Battery mode is disable > high performance active- Need to check about the time the battery took to drain + what the system is being use for by that time(Gaming\use, etc.)- AC type on Bios(Main tab) - Run Support Assist and look for the Battery stress test (Please open the Details on the top of the test and send me those via email to check the Wh of the battery.- Battery | Bios(F2) > Advance > Express Charge > Select Standard > Fto safe changes." Again, I don't understand what exactly I am being asked to do, nor do I feel comfortable even attempting these repairs myself! I have stated that over and over to no avail.so on 2/14/I finally asked for a refund after long attempts to repair and one request to replaceI even requested dell initiate arbitration to which I have been deniedNone of my concerns in the following emailed were responded to and just ignored so I opened a Revdex.com complaint and have been ignored there as well."Last night the comp turned itself off saying it was low batt 6% while it was plugged in When I turned it back on, the batt indicator was at 100% upon restart.After reading about everybody's experience with dell/aw on the forums, I am not comfortable doing any self diagnostics or attempting any repairs myselfIf I damage or do something wrong, their are plenty of examples on the interwebs where dell/aw refused to repair damage from customers even though tech said to perform action that caused unsatisfactory results It is your responsibility to remotely diagnose this machineYou have already deemed these attempted repairs as a "qualified Incident" and sent an onsite service tech This vendor is already engaged in this repair process.Service Description Dell Premium Support:"Once a vendor is engaged, Dell will monitor the problem resolution process and obtain status and resolution plans from the vendor until the vendor resolves the problem by either providing a resolution, steps towards a resolution, workaround, configuration changes, or escalation of a bug reportUpon the Customer’s request, Dell will initiate management escalation procedures within Dell and/or the vendor organization"I, as the customer, request dell to initiate management escalation procedure and inform me of what the resolution plans will be!I feel it is inappropriate to ask me to do anything to my computer before the 3rd party offers a resolution or checks the quality of the repair done by their tech!I have been ongoing in this situation for over months now with no resolution being completed on your end You have sent techs that try not to do diagnostics and only replace the parts you deem necessary My mouse touchpad was malfunctioning so you sent a refurbished motherboard, mouse and mouse buttons After that replacement, my keyboard was installed improperly, and the associated windows keys wasn't installed by tech! And the battery started discharging at an unacceptable rate So you sent the same tech again to install a refurbished battery He reinstalled my keyboard properly and replaced the battery with a refurbished battery, while rendering my tactx keys unlit and my speakers not working correctly The battery is still discharging at an accelerated rateAgain this battery drain was already deemed a "qualified incident." It is still an unresolved and ongoing qualified incident! Has Dell Marketing L.Pnot previously agreed to provide service? Has Dell sent a vendor to engage in this repair?"Once a vendor is engaged, Dell will monitor the problem resolution process and obtain status and resolution plans from the vendor until the vendor resolves the problem" "This is [redacted] , [redacted] 's supervisorWe can’t send oniste to do the troubleshooting at your house, they only go an replace parts."Your own statement is contradicting the terms set in the service description dell premium support!Does dell supportassist not work on my computer?I see under exhibit a: other service response options,that 1)"dell may provide whole unit exchanges rather than the exchange of individual parts" under parts only serviceand 2)"dell may ship a replacement product to the customer's location to support a Qualified Incident" under advanced exchange service.Since my machine has an month long ongoing "qualified incident" and has had a large number of refurbished parts installed in an attempted unsuccessful resolution, I am requesting a return merchandise authorization and a full refund.I AM REQUESTING A RETURN MERCHANDISE AUTHORIZATION AND A REFUNDIF DENIED, I REQUEST ARBITRATION IMMEDIATELY SIGNED ON THE 14TH OF FEBRUARY, [redacted] "Instead of my concerns being responded to, it was escalated and this is the response I received, " We are here to help support your system within the terms of the warranty purchased, the request for a return is not an available option Recently we have attempted to work within your request to communicate via email and as you can see this has been difficult to properly troubleshoot your system and pinpoint the problem We are happy to troubleshoot with you by phone, this would enable us to connect remotely to the system and diagnose the problem If you would prefer we can arrange to have the system picked up and sent to our repair facility, this can take approximately days and we would supply the packaging and pre-paid shipping labels I look forward to hearing from you so we can either arrange a time to troubleshoot or we can have the system sent to the repair facility for review Regards,"So again you are willing to make an exception that benefits you, but wont follow your own procedures in writing under exhibit a in the dell premium support pdf.I keep being told that I am being "uncooperative"(same as the notes in your files) because I expect you to follow the contract I purchased instead of making exceptions in your favor that simultaneously place me at a loss.This is the latest email I got even though I have stated I AM NOT TRAINED NOR FEEL COMFORTABLE DOING DIAGNOSTICS, EVEN IF IT IS JUST TO DETERMINE HOW BAD YOUR LAST ONSITE TECH MESSED THINGS UP."I attempted to call you and see if you would like to proceed with the technical support processIf you are ok with diagnosis your system remotely over the phone with one of out technical support experts, just reply to this email and we'll be happy to help you.Thank you in advance, [redacted] _M" This is the best reasoning they gave me for the inordinate amount of refurbished parts they have installed without any diagnostics."I would like to inform you that we have replaced the parts on the system for the issues which were not reported initially and since technical issues still exist on the systemAs an exception we willing to pull the unit to Dell depot for thorough diagnosis and repairs.Please reply to this email by Thursday, 23rd February if you wish to consider this option.Regards, [redacted] A""Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback Parts used to replace failed parts covered under Dell’s Limited Hardware Warranty that are opened and tested prior to being sent to an on-site technician must be labeled “refurbished” even if they have never been used Further, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or units, as described in the warranty terms Dell has a thirty (30) day Return Period and, as the order invoiced during July, 2016, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues The customer declined this assistance and requested a refund, which our representative denied We remain available to assist the customer under the terms and conditions of the warranty including troubleshooting and processing another service dispatch, or by having the customer send the computer to Dell’s Repair Depot for analysis and repairShould the customer reconsider and want assistance, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc." AGAIN IT IS VERY CLEARLY STATED THAT DELL WARRANTY CAN REPLACE UNIT WITH REFURBISHED UNIT AS I HAVE PREVIOUSLY REQUESTED AND BEEN DENIED"Further, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or units, as described in the warranty terms."After ample opportunity and attempts were given to repair unit, dell warrarnty all of a sudden claimed I was being uncooperative and keep requesting that I diagnose my own computer if I wanted another onsite service attempt After several request have been refused to self diagnose, dell then request I send unit to dell depot for minimum of daysI requested a replacement unit to which I was deniedSince unit could not be repaired or replaced, I requested a refund and was deniedThe UCC code clearly states dell is required to repair replace or refund item dell has failed to repair unit in a reasonable fashion or time frame, has refused to replace unit, and has refused to refund itemBY NOT RESPONDING TO ANY CONCERNS CONTAINED HERE-IN, I WILL INCUR DELL DOES NOT DISPUTE THE FACTS.and by not providing specific requested links that dell employees are acting in bad faith in an attempt to defraud the purchaser!"Now B [redacted] , you have an ample opportunity to respond to all my concerns that [redacted] A did not respond to.sincerely, a wronged customer.On Wed, Mar 8, at 5:PM, < [redacted] @dell.com> wrote: Dell Customer CommunicationDear [redacted] ,Thank you for your emailI would request you to send the system back to Depot for getting the system issues fixed which is expected to be completed within 6-daysI regret to inform you that we would be unable to honor your request for a refund as the system is more than days from the date of invoiceRegards, [redacted] Dell | Advanced Resolution GroupPhone + [redacted] *** *** [redacted] My work schedule is from 9:am - 6:pm CST Monday to FridayPPlease consider the environment before printing this e-mailConfidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message [redacted] From: [redacted] Sent: Wednesday, March 08, 11:PMTo: *, [redacted] < [redacted] @DELL.com>Subject: RE: Regarding Dell Incident # [redacted] The best way to communicate is email On Mar 8, 1:PM, < [redacted] @dell.com> wrote:Dell Customer CommunicationDear [redacted] , I tried reaching you again on ***-***-*** to discuss the issue and left a voicemail as you were unavailablePlease provide an alternate phone number and the best time to reach youI am looking forward to a response from you at the earliest Regards, [redacted] Dell | Advanced Resolution GroupPhone + [redacted] *** *** [redacted] My work schedule is from 9:am - 6:pm CST Tuesday to SaturdayPPlease consider the environment before printing this e-mailConfidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message [redacted] From: B, [redacted] Sent: Saturday, February 18, 12:AMTo: '***Subject: Regarding Dell Incident # [redacted] Dell Customer CommunicationDear [redacted] , This is with reference to the correspondence that reached our corporate officeWe appreciate you taking the time to bring this issue to our attentionI tried reaching you on ***-***- [redacted] to discuss the issue and was unable to leave a voicemail as the voicemail box was fullPlease provide an alternate phone number and the best time to reach youI am looking forward to a response from you at the earliest Regards, [redacted] Dell | Advanced Resolution GroupPhone + [redacted] *** *** [redacted] My work schedule is from 9:am - 6:pm CST Tuesday to SaturdayPPlease consider the environment before printing this e-mailConfidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message [redacted]