Complaint: [redacted] I am rejecting this response because: I have attached copies of which I have tried calling but have gotten nowhere with themI am not sure why they keep stating something that is not trueI am upset an angry that I am getting these calls from someone pretending to be a DELL technician and they are notThis person or people have all my informationI have given DELL the number which is calling me and all they say is thank youThey have an obligation by law to prevent my personal information to be leaked out there and now someone knows everything about me accept the other numbers from my credit card which they are asking for Regards, [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 recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has apologized to the customer for his order being cancelled multiple times and submitted the customer’s feedback to the sales team Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
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 and conditions of sale and limited hardware warrantyPlease note that as a gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit and followto confirm resolutionHer request for reimbursement of third party repair cost or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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 concernsOur records show that a replacement unit was delivered to him on June 30th, under FedEx Tracking# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:If the issue I am currently experiencing was caused by the crack in LCD screen then my laptop would of stopped working when the crack occurred;however, my laptop was wiring just fine for months after I closed a pen on the screenDell is trying to claim the crack was caused by a reason other then me closing the laptop on a penWhich is !which means the warranty covers a repair and that's according to the representatives that already asset the issue.I should be getting out of this a laptop that is functionalNo exceptions This is according to my bookstore manager as wellDell has done this exact thing in the pass where the bookstore had to reimburst the student 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 experienceThe Dell representative [redacted] contacted the customer authorized a depot service under the terms of the warrantyThe system is scheduled to be delivered to the depot on 4/3/at which time it will be diagnosedThe representative will maintain ownership of the account and update the customer once return shipping information is availableThe representative can be reached by emailing [redacted] @Dell.comSincerely 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 communication and processing expectations for a recent Dell order We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and provide assistance Our representative checked internal Dell tools and told the customer that there was no order processed with the Dell purchase ID number provided by the customer Our representative offered to assist in placing the order however the customer declined We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have still not received a call from [redacted] regarding anything I have called several times through several weeks and left many messages but he has neither contacted me by phone or email Thanks*** Regards, [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 processed the customer’s refund Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsAs a onetime gesture of goodwill and in the interest of customer satisfactions, our representative processed an onsite service, which was completed on October 14, Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has attempted to contact the customer, however; they have not responded to multiple attemptsOur representative has provided their contact information and remains available to assistSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, This matter has been previously addressed, no alterations have been/will be made to the final resolutionWe have record of the response to the customer, stating that the offer of $on the existing system or can be applied to a new orderDell position on this matter will not change as this is an exception and a goodwill gestureAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative [redacted] contacted the customer and arranged an exchange tablet to be sentThe representative followed up and confirmed receiptWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Thank you for providing a copy of the customer’s submissionA Dell representative will be assigned to this case shortly and they will contact the customer to address the contents of their complaint
Today’s Date: 12/26/2016Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, Mr [redacted] ***, to address the contents of their correspondenceAt this time the agent has issued and service call and the service was completedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should there remain any questions or concerns on the matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I received a call from Linda ***, Executive Support at DellMs***, like [redacted] from Dell Cares, offered to repair the screen at no costSo I am left wondering why two reps can offer me a free repair (even though it is out of warranty) but Ms [redacted] and [redacted] , both Dispute Resolution Specialist in the "corporate office", are only able to offer the necessary repair for $150??Ms [redacted] and [redacted] were both extremely caring and professional, while [redacted] was completely rude and insulting over the phone, mocking me several times and being grossly incorrect in his "facts"Unfortunately due to my business, I am unable to accept the free repair from Ms [redacted] and [redacted] since I cannot close my business for a week or two while waiting for the repair and hoping it works and not turn out worse (as many people reported on the Dell Forums)I am still requesting a refurb'd unit to be sent to meThis would cost Dell very little verse repairing my screen since once they repaired my screen, they could have my laptop and sell it as refurb'dHowever, Dell has been completely unwilling to do thisSo in the interim, I will have to decline the offers since I have a family to support and cannot quit working while waiting for the repair I believe that Dell has handled this case completely improperly from the startI challenge anyone from Dell to call into their tech support line and describe the problem I'm having, the Dell techs are STILL claiming this problem is a software issue, despite having knowledge of this HARDWARE issue for years nowDell ignored the issue for far too long, only to secretly (emailing a handful of customers) admit that it was their hardware issueNow suddenly it is MY fault for waitingI was told that I should have reported it after they sent out those secret emailsWell, those emails went out (not to me) just month prior to my warranty expiringYet, it is my fault for not knowing about it and informing Dell of their KNOWN issue within that month period - after they denied it for monthsDell's strategy on this case: Ignore the issue for well over a year after releasing the XPS12, email a handful of customers admitting fault, deny ever having the issue to those that didn't get the email, deny making the statement, then finally admit that they had been lying the entire time after spending approx hours being tossed around the 'corporate ladder'My future strategy: Avoid Dell in the future, never recommend them againDon't buy into companies saying it isn't their fault, press the issue and make sure they actually document it in their system Regards, [redacted]
A Dell representative remains engaged with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] For one they never did anything to make up for the blatant lies, deceit, and bait and switch tacticsTwo, after asking [redacted] to stop messaging me he continued to harass meNO MEANS NO even in INDIA! Three the TV has rust around the RCA plugs on the TVSeems the TV was left on a loading dock or something with moistureI have made two attempts to call dell and they never respondedFurther more people need to realize that DELL is a partner of the Revdex.com (Sais so right on the recording when you call into the Revdex.com) so I don't expect the Revdex.com to resolve the matter in anyway
Dell representative, ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assistPlease have the customer contact the representative by email at [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance The customer requested compensation or a new computer which our representative denied The customer was being assisted with a service dispatch and had sent the computer to Dell’s Repair Depot The computer was repaired and returned to the customer 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
Complaint: [redacted] I am rejecting this response because: I have attached copies of which I have tried calling but have gotten nowhere with themI am not sure why they keep stating something that is not trueI am upset an angry that I am getting these calls from someone pretending to be a DELL technician and they are notThis person or people have all my informationI have given DELL the number which is calling me and all they say is thank youThey have an obligation by law to prevent my personal information to be leaked out there and now someone knows everything about me accept the other numbers from my credit card which they are asking for Regards, [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 recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has apologized to the customer for his order being cancelled multiple times and submitted the customer’s feedback to the sales team Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
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 and conditions of sale and limited hardware warrantyPlease note that as a gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit and followto confirm resolutionHer request for reimbursement of third party repair cost or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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 concernsOur records show that a replacement unit was delivered to him on June 30th, under FedEx Tracking# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:If the issue I am currently experiencing was caused by the crack in LCD screen then my laptop would of stopped working when the crack occurred;however, my laptop was wiring just fine for months after I closed a pen on the screenDell is trying to claim the crack was caused by a reason other then me closing the laptop on a penWhich is !which means the warranty covers a repair and that's according to the representatives that already asset the issue.I should be getting out of this a laptop that is functionalNo exceptions This is according to my bookstore manager as wellDell has done this exact thing in the pass where the bookstore had to reimburst the student 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 experienceThe Dell representative [redacted] contacted the customer authorized a depot service under the terms of the warrantyThe system is scheduled to be delivered to the depot on 4/3/at which time it will be diagnosedThe representative will maintain ownership of the account and update the customer once return shipping information is availableThe representative can be reached by emailing [redacted] @Dell.comSincerely 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 communication and processing expectations for a recent Dell order We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and provide assistance Our representative checked internal Dell tools and told the customer that there was no order processed with the Dell purchase ID number provided by the customer Our representative offered to assist in placing the order however the customer declined We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have still not received a call from [redacted] regarding anything I have called several times through several weeks and left many messages but he has neither contacted me by phone or email Thanks*** Regards, [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 processed the customer’s refund Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsAs a onetime gesture of goodwill and in the interest of customer satisfactions, our representative processed an onsite service, which was completed on October 14, Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has attempted to contact the customer, however; they have not responded to multiple attemptsOur representative has provided their contact information and remains available to assistSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, This matter has been previously addressed, no alterations have been/will be made to the final resolutionWe have record of the response to the customer, stating that the offer of $on the existing system or can be applied to a new orderDell position on this matter will not change as this is an exception and a goodwill gestureAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative [redacted] contacted the customer and arranged an exchange tablet to be sentThe representative followed up and confirmed receiptWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Thank you for providing a copy of the customer’s submissionA Dell representative will be assigned to this case shortly and they will contact the customer to address the contents of their complaint
Today’s Date: 12/26/2016Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, Mr [redacted] ***, to address the contents of their correspondenceAt this time the agent has issued and service call and the service was completedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should there remain any questions or concerns on the matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I received a call from Linda ***, Executive Support at DellMs***, like [redacted] from Dell Cares, offered to repair the screen at no costSo I am left wondering why two reps can offer me a free repair (even though it is out of warranty) but Ms [redacted] and [redacted] , both Dispute Resolution Specialist in the "corporate office", are only able to offer the necessary repair for $150??Ms [redacted] and [redacted] were both extremely caring and professional, while [redacted] was completely rude and insulting over the phone, mocking me several times and being grossly incorrect in his "facts"Unfortunately due to my business, I am unable to accept the free repair from Ms [redacted] and [redacted] since I cannot close my business for a week or two while waiting for the repair and hoping it works and not turn out worse (as many people reported on the Dell Forums)I am still requesting a refurb'd unit to be sent to meThis would cost Dell very little verse repairing my screen since once they repaired my screen, they could have my laptop and sell it as refurb'dHowever, Dell has been completely unwilling to do thisSo in the interim, I will have to decline the offers since I have a family to support and cannot quit working while waiting for the repair I believe that Dell has handled this case completely improperly from the startI challenge anyone from Dell to call into their tech support line and describe the problem I'm having, the Dell techs are STILL claiming this problem is a software issue, despite having knowledge of this HARDWARE issue for years nowDell ignored the issue for far too long, only to secretly (emailing a handful of customers) admit that it was their hardware issueNow suddenly it is MY fault for waitingI was told that I should have reported it after they sent out those secret emailsWell, those emails went out (not to me) just month prior to my warranty expiringYet, it is my fault for not knowing about it and informing Dell of their KNOWN issue within that month period - after they denied it for monthsDell's strategy on this case: Ignore the issue for well over a year after releasing the XPS12, email a handful of customers admitting fault, deny ever having the issue to those that didn't get the email, deny making the statement, then finally admit that they had been lying the entire time after spending approx hours being tossed around the 'corporate ladder'My future strategy: Avoid Dell in the future, never recommend them againDon't buy into companies saying it isn't their fault, press the issue and make sure they actually document it in their system Regards, [redacted]
A Dell representative remains engaged with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] For one they never did anything to make up for the blatant lies, deceit, and bait and switch tacticsTwo, after asking [redacted] to stop messaging me he continued to harass meNO MEANS NO even in INDIA! Three the TV has rust around the RCA plugs on the TVSeems the TV was left on a loading dock or something with moistureI have made two attempts to call dell and they never respondedFurther more people need to realize that DELL is a partner of the Revdex.com (Sais so right on the recording when you call into the Revdex.com) so I don't expect the Revdex.com to resolve the matter in anyway
Dell representative, ***, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assistPlease have the customer contact the representative by email at [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance The customer requested compensation or a new computer which our representative denied The customer was being assisted with a service dispatch and had sent the computer to Dell’s Repair Depot The computer was repaired and returned to the customer 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