Complaint: [redacted] I am rejecting this response because Dell has been and continues to be engaged in deceptive business practices In regards to the order of my first order of a Samsung TV in November of as referenced in my complaint, they sent a defective TV that was either damaged when they shipped it or when it was in delivery They refuse to take back this TV and refund my purchase price I stand ready to pack it up and return it in its original box for a full refund In regards to my second order of an LG television on Septof They failed to deliver the item as promised by Septand after numerous attempts to try to get resolution with Dell directly of that order, I cancelled it and I have been seeking a refund of that order since the second week of September It baffles me that they can not process a simple refund to me for an item that they never delivered and I question whether or not they attempted to deliver it We are nearly a month and a half since that order and its the same response from Dell Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has been in contact with the customer and dispatched depot serviceOur records indicate the system has been repaired and delivered to the customerWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, Our records indicate that Representative [redacted] followed up with the customer and explained that the monitor in no way would affect Dell ConnectThe representative offered a depot service which was declined and also offered to send a replacement hard drive which was also declinedThe customer indicated to the representative that he did not want move forward at this timeWe remain available to assist the customer within the terms of his warrantyThe customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has issued a parts only dispatch to replace the customer’s three screws Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] * [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate Dell representative; [redacted] has authorized the system sent to the Dell Depot to resolve the technical problems the customer had been having with their computer The repaired system was delivered to the customer on 04/20/ Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered on July 27, 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 by e-mail at [redacted] @DellTeam.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:The replacement unit sent by Dell exhibited exactly the same problem as the one originally shippedDell's response was to blame my computer, blame my graphics card, and blame my speakers In their opinion there was no possibility that the Dell product could be at faultEven though I have demonstrated on non Dell products that those products come out of sleep mode just fineDell techs did note that earlier versions of the product I received did demonstrate the sleep mode problemI returned the replacement monitor to DellIn view of the fact that Dell was non committal on giving a refund since the attempts at trying to solve the problem had gone past their minimalist day warranty period I worked with the product vendor (B&H) to return the original device that had failed(Took all of about minutes to have an RMA in my e-mail in box.)The key issue in this is that Dell will not acknowledge that they have a problemAlso one Dell representative said that since I was not using their product in conjunction with a Dell computer that Dell had no responsibility for solving the problem or offering a refund on the non functioning productBy and large, a monitor is a monitor and a computer is a computerTo say that the product is only usable in conjunction with another Dell product is inconsistent with the entire range of after market accessories such as memory products, keyboards, etcetcIt is highly inappropriate that the Revdex.com awards Dell an A++ rating if their behavior with customers is so high handed.FYI - I purchased a very similar BenQ monitor from the original vendor (B&H) I worked with and it works fine right out the box - no set up difficulties, no jiggling, tweaking, resets, calls to support or anything else necessaryJust worked exactly the way any monitor is supposed to work Regards, [redacted] ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants contact from someone at Dell’s corporate office All of Dell’s technical representatives, regardless of location, utilize the same tools, policies, and processes to resolve customer issues As Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific location As previously indicated, Dell records do not reflect that there has been any history of hardware component failures or reports of any ongoing, unresolved technical issues until the computer was almost a year old Dell will not send a new computer to replace a year old computer that has never had a service dispatch Since the date of the original submission, a Dell representative contacted the customer, denied the customer’s request for a new computer, and offered support consistent with Dell’s Limited Hardware Warranty which the customer declined We remain ready to assist the customer within the terms of the warranty and our other policies As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell records do not have it because if you read again, I never stated as of January 7, it was the 12th if you read once more so dell is incorrect again and making errors "I have emailed [redacted] to contact me at a certain time and she has failed to do soI am awaiting for her response and has failed to contact me at 7:00pm Monday-SundaysAs of January 12, 2016, [redacted] did not contact me at all at the time and phone number listed and specified."The exact text is listed above from the previous response [redacted] never stated she was busy at hours I specifiedYou have the pictures of our email as proof of the conversation and see Dell is incorrect once more Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: they said that I am not responding, but we have been going back and fourth with emailsHow is that not responding? Regards, [redacted] ***
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, *** has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has processed the customer’s refund Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Dell only agreed to take back the DVD drive and the internal hard drive we purchased to go with the computer but Dell refused to take back the actual machine that was sold under misleading (at best) or fraudulant (at worst) terms nor have they made any changes to they way they present that computer on their website so it is likely someone else witll have exactly the same problem.Since Dell was not willing to consider an exchange for a suitable computer, we had to puchase a computer from another vendor, therefore, the only satisfactory response at this time is to refund the full purchase price of the computer Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records indicate the customer’s television order has been refunded in full Since the date of the submission, a Dell representative remained assigned to assist the customer who has been provided an update that the refund has posted to her Dell accountThe customer may 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 went to use this computer today, now about two weeks since the complete redo of the computer with their tech putting in all new hardware and software and the computer STILL DOES NOT WORK!!!! Now trying to locate [redacted] the Dell rep for this complaint and they can't locate him in system I WANT A REFUND NOW Regards, [redacted]
The Dell representative is continuing to work with the customer regarding their concerns Representative, [redacted] will remain the customer’s point of contact until this matter has been resolved The representative can be reached directly by email at [redacted] @Dell.com
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 free support or a product key code for Windows operating system software We regret any dissatisfaction he may have experienced and appreciate the feedback provided During manufacturing, Dell embeds the Microsoft operating system product key code on the motherboard and includes a card with the product activation key code from Microsoft If the card is lost, Dell cannot replace the product key code as Dell does not own the licensing for the operating system software Dell records indicate Mr [redacted] purchased a replacement motherboard and the motherboard may be defective, however the warranty for the part, purchased during 2016, has expired Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns Our representative reiterated that Dell may be able to assist via Dell’s fee based out of warranty support however Mr [redacted] declined this assistance Should he reconsider, we ask that he contact our representative at ***_***_ [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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 gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account credit for order# [redacted] Our records show that that the credit has been posted to the original form of paymentOur representative also followto 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] followed up with the customerThe customer indicated that she had taken the system locally to be repairedDell will continue to support the warranty under the terms and conditionsThe warranty is mail in service only which is valid until 2/17/Should 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 Mr [redacted] expressed dissatisfaction with Dell service and support and wants assistance with a software issue We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate Mr [redacted] purchased the computer during October, 2016, and no technical issues were reported until July, Per the terms and conditions of Dell’s Limited Hardware Warranty, Dell is not responsible for software issues and the scope of the warranty is limited to diagnosing and repair of covered hardware components which fail during use Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns Our representative determined that Mr [redacted] has a malware issue, not covered under the warranty His request for free support was denied and fee-based software support was offered which Mr [redacted] declinedShould he reconsider, we remain available to assist via Dell’s fee-based software or out of warranty repair representatives should he want to purchase this service Mr [redacted] may 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
Complaint: [redacted] I am rejecting this response because Dell has been and continues to be engaged in deceptive business practices In regards to the order of my first order of a Samsung TV in November of as referenced in my complaint, they sent a defective TV that was either damaged when they shipped it or when it was in delivery They refuse to take back this TV and refund my purchase price I stand ready to pack it up and return it in its original box for a full refund In regards to my second order of an LG television on Septof They failed to deliver the item as promised by Septand after numerous attempts to try to get resolution with Dell directly of that order, I cancelled it and I have been seeking a refund of that order since the second week of September It baffles me that they can not process a simple refund to me for an item that they never delivered and I question whether or not they attempted to deliver it We are nearly a month and a half since that order and its the same response from Dell Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has been in contact with the customer and dispatched depot serviceOur records indicate the system has been repaired and delivered to the customerWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, Our records indicate that Representative [redacted] followed up with the customer and explained that the monitor in no way would affect Dell ConnectThe representative offered a depot service which was declined and also offered to send a replacement hard drive which was also declinedThe customer indicated to the representative that he did not want move forward at this timeWe remain available to assist the customer within the terms of his warrantyThe customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has issued a parts only dispatch to replace the customer’s three screws Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] * [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate Dell representative; [redacted] has authorized the system sent to the Dell Depot to resolve the technical problems the customer had been having with their computer The repaired system was delivered to the customer on 04/20/ Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered on July 27, 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 by e-mail at [redacted] @DellTeam.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:The replacement unit sent by Dell exhibited exactly the same problem as the one originally shippedDell's response was to blame my computer, blame my graphics card, and blame my speakers In their opinion there was no possibility that the Dell product could be at faultEven though I have demonstrated on non Dell products that those products come out of sleep mode just fineDell techs did note that earlier versions of the product I received did demonstrate the sleep mode problemI returned the replacement monitor to DellIn view of the fact that Dell was non committal on giving a refund since the attempts at trying to solve the problem had gone past their minimalist day warranty period I worked with the product vendor (B&H) to return the original device that had failed(Took all of about minutes to have an RMA in my e-mail in box.)The key issue in this is that Dell will not acknowledge that they have a problemAlso one Dell representative said that since I was not using their product in conjunction with a Dell computer that Dell had no responsibility for solving the problem or offering a refund on the non functioning productBy and large, a monitor is a monitor and a computer is a computerTo say that the product is only usable in conjunction with another Dell product is inconsistent with the entire range of after market accessories such as memory products, keyboards, etcetcIt is highly inappropriate that the Revdex.com awards Dell an A++ rating if their behavior with customers is so high handed.FYI - I purchased a very similar BenQ monitor from the original vendor (B&H) I worked with and it works fine right out the box - no set up difficulties, no jiggling, tweaking, resets, calls to support or anything else necessaryJust worked exactly the way any monitor is supposed to work Regards, [redacted] ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants contact from someone at Dell’s corporate office All of Dell’s technical representatives, regardless of location, utilize the same tools, policies, and processes to resolve customer issues As Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific location As previously indicated, Dell records do not reflect that there has been any history of hardware component failures or reports of any ongoing, unresolved technical issues until the computer was almost a year old Dell will not send a new computer to replace a year old computer that has never had a service dispatch Since the date of the original submission, a Dell representative contacted the customer, denied the customer’s request for a new computer, and offered support consistent with Dell’s Limited Hardware Warranty which the customer declined We remain ready to assist the customer within the terms of the warranty and our other policies As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell records do not have it because if you read again, I never stated as of January 7, it was the 12th if you read once more so dell is incorrect again and making errors "I have emailed [redacted] to contact me at a certain time and she has failed to do soI am awaiting for her response and has failed to contact me at 7:00pm Monday-SundaysAs of January 12, 2016, [redacted] did not contact me at all at the time and phone number listed and specified."The exact text is listed above from the previous response [redacted] never stated she was busy at hours I specifiedYou have the pictures of our email as proof of the conversation and see Dell is incorrect once more Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: they said that I am not responding, but we have been going back and fourth with emailsHow is that not responding? Regards, [redacted] ***
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, *** has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has processed the customer’s refund Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Dell only agreed to take back the DVD drive and the internal hard drive we purchased to go with the computer but Dell refused to take back the actual machine that was sold under misleading (at best) or fraudulant (at worst) terms nor have they made any changes to they way they present that computer on their website so it is likely someone else witll have exactly the same problem.Since Dell was not willing to consider an exchange for a suitable computer, we had to puchase a computer from another vendor, therefore, the only satisfactory response at this time is to refund the full purchase price of the computer Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records indicate the customer’s television order has been refunded in full Since the date of the submission, a Dell representative remained assigned to assist the customer who has been provided an update that the refund has posted to her Dell accountThe customer may 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 went to use this computer today, now about two weeks since the complete redo of the computer with their tech putting in all new hardware and software and the computer STILL DOES NOT WORK!!!! Now trying to locate [redacted] the Dell rep for this complaint and they can't locate him in system I WANT A REFUND NOW Regards, [redacted]
The Dell representative is continuing to work with the customer regarding their concerns Representative, [redacted] will remain the customer’s point of contact until this matter has been resolved The representative can be reached directly by email at [redacted] @Dell.com
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 free support or a product key code for Windows operating system software We regret any dissatisfaction he may have experienced and appreciate the feedback provided During manufacturing, Dell embeds the Microsoft operating system product key code on the motherboard and includes a card with the product activation key code from Microsoft If the card is lost, Dell cannot replace the product key code as Dell does not own the licensing for the operating system software Dell records indicate Mr [redacted] purchased a replacement motherboard and the motherboard may be defective, however the warranty for the part, purchased during 2016, has expired Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns Our representative reiterated that Dell may be able to assist via Dell’s fee based out of warranty support however Mr [redacted] declined this assistance Should he reconsider, we ask that he contact our representative at ***_***_ [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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 gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account credit for order# [redacted] Our records show that that the credit has been posted to the original form of paymentOur representative also followto 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] followed up with the customerThe customer indicated that she had taken the system locally to be repairedDell will continue to support the warranty under the terms and conditionsThe warranty is mail in service only which is valid until 2/17/Should 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 Mr [redacted] expressed dissatisfaction with Dell service and support and wants assistance with a software issue We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate Mr [redacted] purchased the computer during October, 2016, and no technical issues were reported until July, Per the terms and conditions of Dell’s Limited Hardware Warranty, Dell is not responsible for software issues and the scope of the warranty is limited to diagnosing and repair of covered hardware components which fail during use Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns Our representative determined that Mr [redacted] has a malware issue, not covered under the warranty His request for free support was denied and fee-based software support was offered which Mr [redacted] declinedShould he reconsider, we remain available to assist via Dell’s fee-based software or out of warranty repair representatives should he want to purchase this service Mr [redacted] may 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