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]
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: 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, 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: 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]
Dear Revdex.com, Our records indicate that a new replacement order has been shipped to the customer on 5/19/We request the customer contact the support team for any further assistance he may need regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative worked with our credit verification department to resolve this matterOur records show that a credit for order# [redacted] has been posted to the original form of payment, which should reflect on his next billing statementThe representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and claims he has a new issue with his portable system battery Rechargeable batteries used in portable systems are considered consumables and will deteriorate over time Accordingly, Dell provides a one year warranty for such items There are no calls logged since the date of our last response to indicate the customer has contacted Dell to report this issue The customer’s one year warranty is due to expire on March 14, Our records indicate that the customer requested no further contact from our representative so no additional attempts will be made to reach the customer Should the customer have technical concerns they feel should be addressed by Dell’s technical support representatives for coverage under the terms of the warranty, he can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at [redacted] Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: I have not install anything on this computer nor will it let you do an update from Dell or Microsoft or anyoneDell completely filled up the hard drive memory which made the computer unable to work simple tasks like check emailThe gentleman at Dell says I must hire someone to come install more memory if I want to use the computerI do not have the funds or knowledge to tear this computer down and rebuild itThe computer does not work Period! 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
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
Complaint: [redacted] I am rejecting this response because:Again, Dell offered no explanations, and simply point fingers to me "We have determined such and such ..." That's no explanation.And when they finally tried to mention the damage for the first time in their so many unprofessional responses, they got their facts completely wrong.Check yourself with the attached photos First of all, "damage to the spring"?, there is no spring existed Second, the hinge is not broken, they are made of metal It's the plastic screws anchors on the plastic cover that are broken And if you look carefully, one of the three anchors on the left just started to crack, not broken yet but hanging by a thread.Ms***, I have mentioned this to you over the phone, and you just don't want to discuss the damage and or even try to listen at all 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
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]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative [redacted] contacted the customer and arranged a new system exchangeOur records indicate the customer has received the new unitWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 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
Complaint: [redacted] I am rejecting this response because: I have been in contact with Prawin from the Dell Company, they have offered a refurbished Dell system, I have accepted the offer for the computer and have sent them my address and they requested a tracking number so that I can track system Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Thank you for the opportunity to address the correspondence submitted by Mr [redacted] I don’t have a problem with the computers service tag# [redacted] and yes its under [redacted] but I have a problem with the extended warranty I am not asking for in invoice for the computerI have them from the place I ordered fromBut I am asking for an invoice for the extended warranty I purchased from dellThey put it under [redacted] he is not the owner and he did buy the warrantyOver the weekend I called tech support and I found out the the laptop is under [redacted] but the extended warranty is under [redacted] So the information that Mr [redacted] is saying that the warranty is under [redacted] is a lieI have attached proof of invoice showing it the warranty was bought from dell directly Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and offer a Dell certified replacement unitPlease note, our representative made multiple attempts to reach the customer; however, has not been able to further discuss this matterShould the customer have any additional concerns regarding this case, 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, ***, contacted the customer and authorized an onsite to be done but the part was backloggedThe customer warranty states next day service once part is available and ships in this case there was a backlog affecting the part availabilityOnce the onsite was completed it appears there is still a problem so a depot service has been createdAt this time the customer is on vacation and will be shipping system in once he returnsWe remain available to assist the customer if neededPlease have the customer contact the representative by email at ***_ [redacted] Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
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]
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: 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, 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: 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]
Dear Revdex.com, Our records indicate that a new replacement order has been shipped to the customer on 5/19/We request the customer contact the support team for any further assistance he may need regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative worked with our credit verification department to resolve this matterOur records show that a credit for order# [redacted] has been posted to the original form of payment, which should reflect on his next billing statementThe representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and claims he has a new issue with his portable system battery Rechargeable batteries used in portable systems are considered consumables and will deteriorate over time Accordingly, Dell provides a one year warranty for such items There are no calls logged since the date of our last response to indicate the customer has contacted Dell to report this issue The customer’s one year warranty is due to expire on March 14, Our records indicate that the customer requested no further contact from our representative so no additional attempts will be made to reach the customer Should the customer have technical concerns they feel should be addressed by Dell’s technical support representatives for coverage under the terms of the warranty, he can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at [redacted] Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: I have not install anything on this computer nor will it let you do an update from Dell or Microsoft or anyoneDell completely filled up the hard drive memory which made the computer unable to work simple tasks like check emailThe gentleman at Dell says I must hire someone to come install more memory if I want to use the computerI do not have the funds or knowledge to tear this computer down and rebuild itThe computer does not work Period! 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
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
Complaint: [redacted] I am rejecting this response because:Again, Dell offered no explanations, and simply point fingers to me "We have determined such and such ..." That's no explanation.And when they finally tried to mention the damage for the first time in their so many unprofessional responses, they got their facts completely wrong.Check yourself with the attached photos First of all, "damage to the spring"?, there is no spring existed Second, the hinge is not broken, they are made of metal It's the plastic screws anchors on the plastic cover that are broken And if you look carefully, one of the three anchors on the left just started to crack, not broken yet but hanging by a thread.Ms***, I have mentioned this to you over the phone, and you just don't want to discuss the damage and or even try to listen at all 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
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]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative [redacted] contacted the customer and arranged a new system exchangeOur records indicate the customer has received the new unitWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 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
Complaint: [redacted] I am rejecting this response because: I have been in contact with Prawin from the Dell Company, they have offered a refurbished Dell system, I have accepted the offer for the computer and have sent them my address and they requested a tracking number so that I can track system Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Thank you for the opportunity to address the correspondence submitted by Mr [redacted] I don’t have a problem with the computers service tag# [redacted] and yes its under [redacted] but I have a problem with the extended warranty I am not asking for in invoice for the computerI have them from the place I ordered fromBut I am asking for an invoice for the extended warranty I purchased from dellThey put it under [redacted] he is not the owner and he did buy the warrantyOver the weekend I called tech support and I found out the the laptop is under [redacted] but the extended warranty is under [redacted] So the information that Mr [redacted] is saying that the warranty is under [redacted] is a lieI have attached proof of invoice showing it the warranty was bought from dell directly Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and offer a Dell certified replacement unitPlease note, our representative made multiple attempts to reach the customer; however, has not been able to further discuss this matterShould the customer have any additional concerns regarding this case, 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, ***, contacted the customer and authorized an onsite to be done but the part was backloggedThe customer warranty states next day service once part is available and ships in this case there was a backlog affecting the part availabilityOnce the onsite was completed it appears there is still a problem so a depot service has been createdAt this time the customer is on vacation and will be shipping system in once he returnsWe remain available to assist the customer if neededPlease have the customer contact the representative by email at ***_ [redacted] Sincerely Advanced Resolution Group Incident [redacted] Dell Inc