Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerOur marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance A refund for $has since posted to the customer’s Dell account and she should see this reflected on her next monthly billing statement The customer may contact our representative at [redacted] @Dell.com for any further assistance they may need regarding this matterSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently spoke to Mr [redacted] regarding his concerns and confirmed that the credits for order# [redacted] have finally been posted to the original form of paymentWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the original order invoiced during 2015, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative assisted with processing a service dispatch which appears to have resolved the technical issues We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe customer was offered the option for a refurbished replacement system as an exception to the terms of the Limited Hardware WarrantyPlease note the refurbished replacement system offered was a comparable configuration to their original purchaseThe customer was also offered a day warranty on the replacement unit since their original warranty had expired In October of On May 16th the customer was provided a final offer which included a day deadline for acceptance, the customer did not advise Dell they were willing to accept the replacement offeredIf the customer would like additional support from Dell please have them contact Dell’s Out of Warranty Support ###-###-####Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I am still unsatisfied as I laid out in my earlier responseI was lied to by your representative on two separate occasions when we spoke on the phone and now you are stating a separate reason for my order not being honoredI completely reject your response at this time and will not accept this answer Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:The business Dell keeps insulting their customersThe system exchange is not viable because it's a factory design flaw, which we proved to be present in the previous system exchangeThe manufacturer (Dell) is responsible for material and design defectsThe Texas commerce code provides returning the money as a valid way to remediate the inability to solve the issue.I hereby ask you to:- Issue a recall of the Inspiron laptop to get the screens fixed per the design flaw that was already proved- Allow me to return the defective computer to you in exchange for the original amount paid By not providing this you're accepting further damages to be claimed in court Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Although the solution provided in Dell's response is exactly what I was asking for I do not have confidence that Dell will actually follow through with what they have provided as the solution.Before contacting the Revdex.com Dell promised a refund for the full $ After contacting the Revdex.com they responded that they have refunded the first $and the second $would be refunded and reflected in the next statement cycle The next statement cycle came and passed without a credit Now Dell is claiming that the refund "failed" and they are working on a resolution.I did contact the Dell representative several times after their initial response and only received the one communication from them after the Revdex.com sent a folland my rejection of their response.If Dell does process the second refund and the additional $posts to my account I will be more than happy to update the status to issue resolved with customer satisfied At this time though all I see is a continuation of broken promises and lack of communication from Dell Regards, [redacted]
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer has the option to pay for the repair as this was explained to himThe customer claim that we advised him to take out insurance is not correctIf the box had been damaged Dell would have covered this under the carrier but there is no damage to the boxThe customer purchased from [redacted] so a return is not an optionAt this time Dell consider this issue closedAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] is in contact with Ms [redacted] who has confirmed the system was repaired at the depotThere does seem to be an outstanding issue with the touch pad and at this time the representative is waiting for the customer to confirm a date and time to troubleshootWe ask that Ms [redacted] follow up with the representative by emailing [redacted] _**@Dell.comSincerely, Advanced Resolution Group [redacted] Dell
Complaint: [redacted] I am rejecting this response because:A business such as Dell, who sells high end Alienware computer should be able to service computers which are only years oldA $4,computer should have a life span exceeding yearsIf not they should be able to service themThey sold me a bad product! Regards, [redacted]
The refund in the amount of $was processed and applied back to the customer’s accountTherefore, our representative closed this case as complete Our representative may be reached at [redacted] @dell.com
Complaint: [redacted] I am rejecting this response because:She called me last Friday and asked ME the specs of the computerI am not a computer tech, Dell should be providing me the right device.Thank you Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: This message from the "Executive" support team at Dell is just plane ridiculous The guy that I am working with for my refund, has called me times once he told me I already received a refund, and I didn't Then I was told you had not received the laptop, and I send tracking info on it TWICE I got a call today, and while polite, he asked me when I was sending in the laptop and then asked for the tracking again I also got two emails asking where the first exchange laptop was at and why it was not returned, and a second asking for the last one Dell has a major problem with communication inside its organization and it is very evident with the many service teams I had to go through for support I feel that Dell and Alienware should get not only negative marks on its service with the Revdex.com, but the Revdex.com should think about dropping them from the accredited listFor years I have worked in the IT service field, and I have worked with Dell Business for over years This is as bad as I have seen it, and it is getting worse It became really bad when investors played a very high role in making it stay as profitable as it could, and now that they have bought back the company and taken it private it is even worse PC, Laptop and other consumer hardware is becoming a sell and forget market Dell is only concerned with high profitability and more and not the over all voice of the consumer As a group that is supposed to protect consumers I highly recommend that the Revdex.com look into these activities They are selling on-site/overnight high cost warranties and not fulfilling them Regards, [redacted]
Dear Revdex.com, This matter has been previously addressed, no alterations have been/will be made to the final resolution“Dell reserves the right to cancel orders arising from pricing and other errors, and no valid contract of sale was formed between Dell and those who attempted to take advantage of this obvious error.” The customer has received a refund for the orderAt this time Dell considers this matter closed Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Although it is true that I finally did get my computer back, the fact is that I was without a computer for weeksThat is nearly 20% of the time I have owned itDuring this time Dell's website which supposedly was to give status update for repair was NEVER correctI called every 2nd day during this time and was told each time that part was unavailable but should be in in business days and that they would call me back to updateThis NEVER happenedIt was NEVER explained how a part for a computer, which they sell thousands of the same model each day, was unavailable for weeksThe entire Customer Support staff in India is clueless, and although everyone aplogized profusely, that doesnt help when you are told that you can expect day turnaround (with premium support I paid $for) and it is actually daysTHIS IS THE WORST CUSTOMER SUPPORT I HAVE EVER EXPERIENCED WITH ANY COMPANY!Dell made no attempt to compensate me for any of this so they have lost a 20+ year customer who averages buying a new system every or years Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a system exchange We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and assist in resolving the technical issues The representative determined the computer was functioning as it was designed and the customer is unhappy with pop-ups generated when visiting certain web sites on-line The representative explained that Dell would not send a system exchange due to software or applications issues and there are no hardware issues with the customer’s current computer at this time We ask that the customer contact our representative at [redacted] should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I've read both articlesYou seem to have just proven my pointI paid for a system that was suppose to be overclocked and to be capable of producing GHZ vs the max of GHZI believe your last statement was even that the max was WITHOUT BEING OVERCLOCKEDMy computer is plugged in, it is not in any form of power saving modeIt is set for performance not conservative measures to save powerThe screen shot I sent should even show the battery icon plugged inAlso I have been monitoring the thread multiplier while running large geoprocesses using ArcGIS and Quantum GIS at the same timeEven when slowing down the cpu does not exceed the GHZ and go up to Further more you stated the CPU-Z wouldn't show anything above the base of Could you tell me then why I am seeing a max multiplier of 3.6, because from what you said I should only see (the base)Please kindly read this article and explain why somebody else would have thier correct multiplier showing up and I wouldn't if the system is overclocked but we are using the same software [redacted] When I placed the order for repairs your tech told me it would be repaired to the same specs I originally ordered, and that it would take less than daysIt seems to me that Dell realized they couldn't make the dead line and instead of fixing the CPU they assumed that I would have just accepted a refurbished computerWhen that didnt happen it looks like they just threw things togetherThe power cord ended up getting broke, you ignored the request of the customer and agreement with your tech to send the computer back and refund me until just now, and the processor was not overclocked to GHZI also wanted to point out that in your reply's the GHZ has been ignored by DellIf they did everything right then how come they will not mention this? So instead of calling this closed why dont you do what Ive been asking for since December and get a third party out here to verify that it isnt going up to GHZ? Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Dell representative, Arun, is working with the customer to achieve an amicable resolution for their concernsIn the interest of customer satisfaction, our representative processed a product replacementShould the customer have any additional concerns regarding this case, they can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerOur marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance A refund for $has since posted to the customer’s Dell account and she should see this reflected on her next monthly billing statement The customer may contact our representative at [redacted] @Dell.com for any further assistance they may need regarding this matterSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently spoke to Mr [redacted] regarding his concerns and confirmed that the credits for order# [redacted] have finally been posted to the original form of paymentWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the original order invoiced during 2015, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative assisted with processing a service dispatch which appears to have resolved the technical issues We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe customer was offered the option for a refurbished replacement system as an exception to the terms of the Limited Hardware WarrantyPlease note the refurbished replacement system offered was a comparable configuration to their original purchaseThe customer was also offered a day warranty on the replacement unit since their original warranty had expired In October of On May 16th the customer was provided a final offer which included a day deadline for acceptance, the customer did not advise Dell they were willing to accept the replacement offeredIf the customer would like additional support from Dell please have them contact Dell’s Out of Warranty Support ###-###-####Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I am still unsatisfied as I laid out in my earlier responseI was lied to by your representative on two separate occasions when we spoke on the phone and now you are stating a separate reason for my order not being honoredI completely reject your response at this time and will not accept this answer Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:The business Dell keeps insulting their customersThe system exchange is not viable because it's a factory design flaw, which we proved to be present in the previous system exchangeThe manufacturer (Dell) is responsible for material and design defectsThe Texas commerce code provides returning the money as a valid way to remediate the inability to solve the issue.I hereby ask you to:- Issue a recall of the Inspiron laptop to get the screens fixed per the design flaw that was already proved- Allow me to return the defective computer to you in exchange for the original amount paid By not providing this you're accepting further damages to be claimed in court Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Although the solution provided in Dell's response is exactly what I was asking for I do not have confidence that Dell will actually follow through with what they have provided as the solution.Before contacting the Revdex.com Dell promised a refund for the full $ After contacting the Revdex.com they responded that they have refunded the first $and the second $would be refunded and reflected in the next statement cycle The next statement cycle came and passed without a credit Now Dell is claiming that the refund "failed" and they are working on a resolution.I did contact the Dell representative several times after their initial response and only received the one communication from them after the Revdex.com sent a folland my rejection of their response.If Dell does process the second refund and the additional $posts to my account I will be more than happy to update the status to issue resolved with customer satisfied At this time though all I see is a continuation of broken promises and lack of communication from Dell Regards, [redacted]
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer has the option to pay for the repair as this was explained to himThe customer claim that we advised him to take out insurance is not correctIf the box had been damaged Dell would have covered this under the carrier but there is no damage to the boxThe customer purchased from [redacted] so a return is not an optionAt this time Dell consider this issue closedAdvanced Resolution Group Incident [redacted] Dell Inc
Thank you for a copy of Mr [redacted] letterOur representative has attempted to contact him to discuss the contents of his correspondence
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] is in contact with Ms [redacted] who has confirmed the system was repaired at the depotThere does seem to be an outstanding issue with the touch pad and at this time the representative is waiting for the customer to confirm a date and time to troubleshootWe ask that Ms [redacted] follow up with the representative by emailing [redacted] _**@Dell.comSincerely, Advanced Resolution Group [redacted] Dell
Complaint: [redacted] I am rejecting this response because:A business such as Dell, who sells high end Alienware computer should be able to service computers which are only years oldA $4,computer should have a life span exceeding yearsIf not they should be able to service themThey sold me a bad product! Regards, [redacted]
The refund in the amount of $was processed and applied back to the customer’s accountTherefore, our representative closed this case as complete Our representative may be reached at [redacted] @dell.com
Complaint: [redacted] I am rejecting this response because:She called me last Friday and asked ME the specs of the computerI am not a computer tech, Dell should be providing me the right device.Thank you Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: This message from the "Executive" support team at Dell is just plane ridiculous The guy that I am working with for my refund, has called me times once he told me I already received a refund, and I didn't Then I was told you had not received the laptop, and I send tracking info on it TWICE I got a call today, and while polite, he asked me when I was sending in the laptop and then asked for the tracking again I also got two emails asking where the first exchange laptop was at and why it was not returned, and a second asking for the last one Dell has a major problem with communication inside its organization and it is very evident with the many service teams I had to go through for support I feel that Dell and Alienware should get not only negative marks on its service with the Revdex.com, but the Revdex.com should think about dropping them from the accredited listFor years I have worked in the IT service field, and I have worked with Dell Business for over years This is as bad as I have seen it, and it is getting worse It became really bad when investors played a very high role in making it stay as profitable as it could, and now that they have bought back the company and taken it private it is even worse PC, Laptop and other consumer hardware is becoming a sell and forget market Dell is only concerned with high profitability and more and not the over all voice of the consumer As a group that is supposed to protect consumers I highly recommend that the Revdex.com look into these activities They are selling on-site/overnight high cost warranties and not fulfilling them Regards, [redacted]
Dear Revdex.com, This matter has been previously addressed, no alterations have been/will be made to the final resolution“Dell reserves the right to cancel orders arising from pricing and other errors, and no valid contract of sale was formed between Dell and those who attempted to take advantage of this obvious error.” The customer has received a refund for the orderAt this time Dell considers this matter closed Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Although it is true that I finally did get my computer back, the fact is that I was without a computer for weeksThat is nearly 20% of the time I have owned itDuring this time Dell's website which supposedly was to give status update for repair was NEVER correctI called every 2nd day during this time and was told each time that part was unavailable but should be in in business days and that they would call me back to updateThis NEVER happenedIt was NEVER explained how a part for a computer, which they sell thousands of the same model each day, was unavailable for weeksThe entire Customer Support staff in India is clueless, and although everyone aplogized profusely, that doesnt help when you are told that you can expect day turnaround (with premium support I paid $for) and it is actually daysTHIS IS THE WORST CUSTOMER SUPPORT I HAVE EVER EXPERIENCED WITH ANY COMPANY!Dell made no attempt to compensate me for any of this so they have lost a 20+ year customer who averages buying a new system every or years Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a system exchange We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and assist in resolving the technical issues The representative determined the computer was functioning as it was designed and the customer is unhappy with pop-ups generated when visiting certain web sites on-line The representative explained that Dell would not send a system exchange due to software or applications issues and there are no hardware issues with the customer’s current computer at this time We ask that the customer contact our representative at [redacted] should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I've read both articlesYou seem to have just proven my pointI paid for a system that was suppose to be overclocked and to be capable of producing GHZ vs the max of GHZI believe your last statement was even that the max was WITHOUT BEING OVERCLOCKEDMy computer is plugged in, it is not in any form of power saving modeIt is set for performance not conservative measures to save powerThe screen shot I sent should even show the battery icon plugged inAlso I have been monitoring the thread multiplier while running large geoprocesses using ArcGIS and Quantum GIS at the same timeEven when slowing down the cpu does not exceed the GHZ and go up to Further more you stated the CPU-Z wouldn't show anything above the base of Could you tell me then why I am seeing a max multiplier of 3.6, because from what you said I should only see (the base)Please kindly read this article and explain why somebody else would have thier correct multiplier showing up and I wouldn't if the system is overclocked but we are using the same software [redacted] When I placed the order for repairs your tech told me it would be repaired to the same specs I originally ordered, and that it would take less than daysIt seems to me that Dell realized they couldn't make the dead line and instead of fixing the CPU they assumed that I would have just accepted a refurbished computerWhen that didnt happen it looks like they just threw things togetherThe power cord ended up getting broke, you ignored the request of the customer and agreement with your tech to send the computer back and refund me until just now, and the processor was not overclocked to GHZI also wanted to point out that in your reply's the GHZ has been ignored by DellIf they did everything right then how come they will not mention this? So instead of calling this closed why dont you do what Ive been asking for since December and get a third party out here to verify that it isnt going up to GHZ? Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Dell representative, Arun, is working with the customer to achieve an amicable resolution for their concernsIn the interest of customer satisfaction, our representative processed a product replacementShould the customer have any additional concerns regarding this case, they can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell