Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants a recent Dell order replaced and compensationWe regret any dissatisfaction he may have experienced and appreciate the feedback provided Our records indicate an exchange computer has been shipped to Mr [redacted] and he was offered a $concession A Dell representative contacted Mr [redacted] to discuss his concerns Our representative requested that Mr [redacted] test the system and contact him should he need any follow up assistance Should he need future assistance, we ask that he contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative is continuing to work with Ms [redacted] to achieve an amicable resolution for her concernsDue to parts availability issues, product replacement has been offeredOur 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 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 informed her of the terms and conditions of Dell Advantage Rewards [redacted] Our representative worked with our gift card department to process the gift cards and 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 via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: 33534511Dell 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, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has reviewed the customer’s records and found the full refund the customer seeks, credited back to his original form of payment, his Visa Card Mr [redacted] sent an email to [redacted] on 01/09/confirming he has received the full refund to his credit card, therefore he considers the matter addressed and resolved to his satisfaction We certainly apologize for the difficulties the customer may have had regarding this transaction 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
Complaint: [redacted] I am rejecting this response because: Dell has not tried to correct the situation at all regarding the complaint [redacted] tells me they are not going to offer anything else other than a refurbished laptop or keep the one we have I did not purchase this laptop as a refurbished laptop therefore I should not have to take somebody else's problem laptop that they "fixed" and or supposedly was just never picked up and they cant sell as new If you cant tell me its a brand new laptop then to me its used and another persons problem I was contacted by a new escalation department that said they were going to work on the case but have not heard anything from them at all I have only received a call from [redacted] because my daughter is now getting an error message when trying to charge her laptop stating "this charging device is not compatible with this laptop" [redacted] did call me to try to find out what is going on however we both work the same hours and I do not have WIFI at my work to bring the laptop here to allow him to access it Other than that no other options have been given to us regarding why we should have to accept their replaced mother board or a refurbished laptop Nothing has been said about the burn and now scarring that this has caused on a year old child Again Dell needs to rectify this in a better manner its a burn from a defective laptop what else can I provide to you that this is not something that should happen when using a laptop???? Regards, [redacted] ***
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 representative explained the terms of sale, and return policy [redacted] His return request for TV order# [redacted] was respectfully deniedHowever, as a onetime goodwill gesture, credit for extended warranty order# [redacted] was processedOur records show that the credit for extended warranty has been posted to the original form of paymentOur 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 the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative worked with our order verification team to resolve the matterOur records show that order# [redacted] was delivered on January 25th, under UPS 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 ExperienceOur 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 this issue has been occurring to many other Dell customers who have been complaining about these phone scams as well I'm more concerned with the fact that my (and others) information has been retrieved from the Dell environment and absolutely no communication has been made by Dell to customers about this breach Here are some examples where others have been complaining [redacted] I have submitted the report to that link earlier and I'm hoping that this will stop the numerous phone calls that I've been receiving from these scammers It's been an absolute headache dealing w/ these peopleThey are relentless and will not stop until they scam you It's causing me get angry and effecting me emotionally because they call during all times of the day On top of that Dell thinks this is a one time item that not their responsibility which adds to the frustration Regards, [redacted]
Thank you for providing a copy of the customer’s submission Dell representative, [redacted] has been assigned to this case and has initiated contact with the customer by phone; in their attempt to work with the customer and bring this matter to a reasonable resolution We ask that the customer continue to work with [redacted] The representative can be reached directly by email at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because: Dell know this problem began in December of at that time they knew it was a cable problem, only after I got the system checked by a private business, and told them of their finding at that point dell did a test of the cable and screenAfter testing this dell acknowledged that there is a problem and its the same problem reported December I have never told Dell, that the problem was fixedDell updated my driver to fix the problem after December that didn't fix the problemLater dell sold me a software that was suppose to fix the problem and that to didn't workSo now Dell wont to sell me the screen and the cable that a joke and the kicker is the price of both is more than I paid for a new DellThe parts should be free, I am paying for the labor Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:The company refused to honor 2/of the promised discount, offering only out of the I should have gotten, hoping I would go away I suppose I am done with this company, and recommend everyone else do the same Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you very much for you assistance in this matter Sincerely, [redacted]
Today’s Date: 02/24/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceAt this time a refund has been processed for the customer and confirmed by the agent with the customerDell regrets any inconvenience caused and we thank the customer for their time and patience during this processWe ask the customer to work with the representative [redacted] @Dell.com should there be any questions about the refund 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 communication and processing expectations for a recent Dell promotion We regret any dissatisfaction he may have experienced and appreciate the feedback provided The recent promotions generated a tremendous volume of customers Given that problems do happen on occasions such as during extreme volume of customers on Dell’s site, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on hand Since the date of the submission, a Dell representative contacted the customer to advise that we would not be able to provide the computer at the promotional price as the promotion ended when stock for the promotion was depleted 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:It is true the representative offered me a replacement unit However, they indicated that the replacement unit would not have any kind of warranty behind it Since I purchased a unit with a very nice warranty at the end of April, I would expect that any replacement unit should have that same warranty in place That is why I rejected their offer There is nothing to prevent them from sending me a defective unit And, because of the lack of response from Dell on this issue, and having to file a Revdex.com complaint to get any kind of response from them, I quite frankly, don't trust them.So.........If they would like to replace the unit with a replacement unit with the same warranty that I currently have on the existing unit then I am willing to accept that.Otherwise, I would like a refund of my money since they have been unable to fix my current system within the agreed upon warranty guidelines that should have been adhered to Regards, Wanda [redacted]
Dear Revdex.com,This case was routed to Global Escalation Management for resolutionMs [redacted] will be assigned a Dell representative that will be her single point of contact through to resolution Sincerely,Dell Advanced Resolution Team
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDells records do not reflect the customers’ claims and the warranty has expiredAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matter Sincerely, Advanced Resolution Group FID # [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, [redacted] , contacted the customer and confirmed the depot service has repaired the system and it is working as designedPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell refuses to fix the battery problem despite it being under warrantyDell also sent the computer back to my home without me requesting that they do soTheir excuse seems to be that the keyboard and processor are also damaged which I can assure you that is not the caseI am in fact using the computer they claim is damaged to write this message while the computer is plugged into the wallDell continues to state that because I will not pay more than the price of the computer to fix components (that are clearly functional) they will not fix the battery problem.In addition I would like to point out that possibly their is a language/cultural barrier between myself and the customer service people at DellIt is my hope that this barrier is the source of the problem rather than unethical business practices.Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Business response: "Our representative researched the issue with Dell’s internal product group for this model computer and was informed that there has not been sufficient reported issues with the hinges on this model computer for it to be labelled as a “known” issue or subject to warranty coverage." My response: 1) Note that this Decision was made by Dell's "internal" product team"Internal" is the key word hereA business accepting their own fault sounds like an oxymoronTHIS is why Revdex.com exists, to keep them in check 2) Note how Defensive they are with their own words: "sufficient reported issues", "known" issue" 3) In a phone conversation with me, Dell representative [redacted] accepted that all of their products are not perfectHe said, and I am paraphrasing here, that Dell sells thousands of laptops and of course some of them are going to be DefectiveMy question is why should I spend $for a Defective product 4) This is a clear violation of the ISO compliance codeI have contacted the ISO enforcement team and they are investigating 5) Here are some examples of other consumers reporting the same issuesIt's possible that these are only a fraction of the actual number of consumer who might have experienced the sameIf this is not sufficient then please quantify sufficient Reports by other consumers: http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://forums.hardwarezonecom.sg/notebook-clinic-77/ **ll-inspiron-15-7000-series- 7559-hinge-problem-html https://www.amazon.com/review/ R34XBJC4IY8S2Y/ref=ask_dp_ lswr_rp_hza https://www.amazon.com/review/ R3AQ3CLRY7QHEH/ref=ask_dp_ lswr_rp_hza https://www.reddit.com/r/**ll/ comments/58qbum/i7559_hinge_ issues/ https://www.reddit.com/r/**ll/ comments/5tuoec/inspiron_7559_ hinge_issue/ Regards, [redacted] **
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants a recent Dell order replaced and compensationWe regret any dissatisfaction he may have experienced and appreciate the feedback provided Our records indicate an exchange computer has been shipped to Mr [redacted] and he was offered a $concession A Dell representative contacted Mr [redacted] to discuss his concerns Our representative requested that Mr [redacted] test the system and contact him should he need any follow up assistance Should he need future assistance, we ask that he contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative is continuing to work with Ms [redacted] to achieve an amicable resolution for her concernsDue to parts availability issues, product replacement has been offeredOur 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 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 informed her of the terms and conditions of Dell Advantage Rewards [redacted] Our representative worked with our gift card department to process the gift cards and 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 via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: 33534511Dell 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, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has reviewed the customer’s records and found the full refund the customer seeks, credited back to his original form of payment, his Visa Card Mr [redacted] sent an email to [redacted] on 01/09/confirming he has received the full refund to his credit card, therefore he considers the matter addressed and resolved to his satisfaction We certainly apologize for the difficulties the customer may have had regarding this transaction 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
Complaint: [redacted] I am rejecting this response because: Dell has not tried to correct the situation at all regarding the complaint [redacted] tells me they are not going to offer anything else other than a refurbished laptop or keep the one we have I did not purchase this laptop as a refurbished laptop therefore I should not have to take somebody else's problem laptop that they "fixed" and or supposedly was just never picked up and they cant sell as new If you cant tell me its a brand new laptop then to me its used and another persons problem I was contacted by a new escalation department that said they were going to work on the case but have not heard anything from them at all I have only received a call from [redacted] because my daughter is now getting an error message when trying to charge her laptop stating "this charging device is not compatible with this laptop" [redacted] did call me to try to find out what is going on however we both work the same hours and I do not have WIFI at my work to bring the laptop here to allow him to access it Other than that no other options have been given to us regarding why we should have to accept their replaced mother board or a refurbished laptop Nothing has been said about the burn and now scarring that this has caused on a year old child Again Dell needs to rectify this in a better manner its a burn from a defective laptop what else can I provide to you that this is not something that should happen when using a laptop???? Regards, [redacted] ***
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 representative explained the terms of sale, and return policy [redacted] His return request for TV order# [redacted] was respectfully deniedHowever, as a onetime goodwill gesture, credit for extended warranty order# [redacted] was processedOur records show that the credit for extended warranty has been posted to the original form of paymentOur 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 the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative worked with our order verification team to resolve the matterOur records show that order# [redacted] was delivered on January 25th, under UPS 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 ExperienceOur 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 this issue has been occurring to many other Dell customers who have been complaining about these phone scams as well I'm more concerned with the fact that my (and others) information has been retrieved from the Dell environment and absolutely no communication has been made by Dell to customers about this breach Here are some examples where others have been complaining [redacted] I have submitted the report to that link earlier and I'm hoping that this will stop the numerous phone calls that I've been receiving from these scammers It's been an absolute headache dealing w/ these peopleThey are relentless and will not stop until they scam you It's causing me get angry and effecting me emotionally because they call during all times of the day On top of that Dell thinks this is a one time item that not their responsibility which adds to the frustration Regards, [redacted]
Thank you for providing a copy of the customer’s submission Dell representative, [redacted] has been assigned to this case and has initiated contact with the customer by phone; in their attempt to work with the customer and bring this matter to a reasonable resolution We ask that the customer continue to work with [redacted] The representative can be reached directly by email at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because: Dell know this problem began in December of at that time they knew it was a cable problem, only after I got the system checked by a private business, and told them of their finding at that point dell did a test of the cable and screenAfter testing this dell acknowledged that there is a problem and its the same problem reported December I have never told Dell, that the problem was fixedDell updated my driver to fix the problem after December that didn't fix the problemLater dell sold me a software that was suppose to fix the problem and that to didn't workSo now Dell wont to sell me the screen and the cable that a joke and the kicker is the price of both is more than I paid for a new DellThe parts should be free, I am paying for the labor Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:The company refused to honor 2/of the promised discount, offering only out of the I should have gotten, hoping I would go away I suppose I am done with this company, and recommend everyone else do the same Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you very much for you assistance in this matter Sincerely, [redacted]
Today’s Date: 02/24/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceAt this time a refund has been processed for the customer and confirmed by the agent with the customerDell regrets any inconvenience caused and we thank the customer for their time and patience during this processWe ask the customer to work with the representative [redacted] @Dell.com should there be any questions about the refund 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 communication and processing expectations for a recent Dell promotion We regret any dissatisfaction he may have experienced and appreciate the feedback provided The recent promotions generated a tremendous volume of customers Given that problems do happen on occasions such as during extreme volume of customers on Dell’s site, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on hand Since the date of the submission, a Dell representative contacted the customer to advise that we would not be able to provide the computer at the promotional price as the promotion ended when stock for the promotion was depleted 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:It is true the representative offered me a replacement unit However, they indicated that the replacement unit would not have any kind of warranty behind it Since I purchased a unit with a very nice warranty at the end of April, I would expect that any replacement unit should have that same warranty in place That is why I rejected their offer There is nothing to prevent them from sending me a defective unit And, because of the lack of response from Dell on this issue, and having to file a Revdex.com complaint to get any kind of response from them, I quite frankly, don't trust them.So.........If they would like to replace the unit with a replacement unit with the same warranty that I currently have on the existing unit then I am willing to accept that.Otherwise, I would like a refund of my money since they have been unable to fix my current system within the agreed upon warranty guidelines that should have been adhered to Regards, Wanda [redacted]
Dear Revdex.com,This case was routed to Global Escalation Management for resolutionMs [redacted] will be assigned a Dell representative that will be her single point of contact through to resolution Sincerely,Dell Advanced Resolution Team
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDells records do not reflect the customers’ claims and the warranty has expiredAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matter Sincerely, Advanced Resolution Group FID # [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, [redacted] , contacted the customer and confirmed the depot service has repaired the system and it is working as designedPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell refuses to fix the battery problem despite it being under warrantyDell also sent the computer back to my home without me requesting that they do soTheir excuse seems to be that the keyboard and processor are also damaged which I can assure you that is not the caseI am in fact using the computer they claim is damaged to write this message while the computer is plugged into the wallDell continues to state that because I will not pay more than the price of the computer to fix components (that are clearly functional) they will not fix the battery problem.In addition I would like to point out that possibly their is a language/cultural barrier between myself and the customer service people at DellIt is my hope that this barrier is the source of the problem rather than unethical business practices.Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Business response: "Our representative researched the issue with Dell’s internal product group for this model computer and was informed that there has not been sufficient reported issues with the hinges on this model computer for it to be labelled as a “known” issue or subject to warranty coverage." My response: 1) Note that this Decision was made by Dell's "internal" product team"Internal" is the key word hereA business accepting their own fault sounds like an oxymoronTHIS is why Revdex.com exists, to keep them in check 2) Note how Defensive they are with their own words: "sufficient reported issues", "known" issue" 3) In a phone conversation with me, Dell representative [redacted] accepted that all of their products are not perfectHe said, and I am paraphrasing here, that Dell sells thousands of laptops and of course some of them are going to be DefectiveMy question is why should I spend $for a Defective product 4) This is a clear violation of the ISO compliance codeI have contacted the ISO enforcement team and they are investigating 5) Here are some examples of other consumers reporting the same issuesIt's possible that these are only a fraction of the actual number of consumer who might have experienced the sameIf this is not sufficient then please quantify sufficient Reports by other consumers: http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://forums.hardwarezonecom.sg/notebook-clinic-77/ **ll-inspiron-15-7000-series- 7559-hinge-problem-html https://www.amazon.com/review/ R34XBJC4IY8S2Y/ref=ask_dp_ lswr_rp_hza https://www.amazon.com/review/ R3AQ3CLRY7QHEH/ref=ask_dp_ lswr_rp_hza https://www.reddit.com/r/**ll/ comments/58qbum/i7559_hinge_ issues/ https://www.reddit.com/r/**ll/ comments/5tuoec/inspiron_7559_ hinge_issue/ Regards, [redacted] **