Complaint: [redacted] I am rejecting this response because: The sleep issue is resolved Dell continued to recommend reloading Win OS versions and then updating In contrast Microsoft suggested I install a clean Win load directly from Microsoft to avoid upgrade issues Microsoft's suggestion worked.Dell is continuing to attempt to resolve the wireless performance issues.The issue with the AMD video card (fan shroud blocked by Sound Card installed during system manufacture) is not yet resolved.In summary, the key security issue (sleep mode) is resolved.NOTE: Interesting that Dell requested that the customer "reframe" from contacting frontline resources E-mails from Ms [redacted] actually recommend contacting Tech Support when attention to problems is needed Regards, [redacted] ***
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 concernsIn the interest of customer satisfaction, our representative processed a product returnOur records show that a credit for order# [redacted] has been processedOur representative also 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: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] *** There is no setting to fix this, I have been trouble shooting with Dell for months It is a design flaw in the system They claim a gaming laptop cannot play games while using as a laptop, however all other laptops can accomplish this This is a gaming laptop they are charging $for, so it should be able to play games while you are using it as a laptop, that is what it was purchased for It cannot do the thing it is supposed to be designed to do and they do not care they are selling a faulty laptop, they will not fix it or replace it I want a laptop that works how it should, and this does not There are no warnings before you spend the $on this that you cannot game on it while using it as a laptop, if there were I would have bought another laptop from another company, because like I said, I have used several other laptops, and they all can accomplish this
Today’s Date: 10/20/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 correspondence We thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer A Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative offered to assist the customer with the consolidation but the customer declined and just wanted us to receive his feedbackWe remain available to assist the customer if neededPlease have the customer contact the representative by emailing at [redacted] @Dell.com with any additional questions or concerns Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I paid extra to purchase a premium laptop and the product does not meet expectations for reliability 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, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has authorized a new system exchange to resolve the technical problems the customer had been having with their computer The customer has received the replacement computer and [redacted] sent the customer a pre-paid return shipping label so they may return the original system to Dell at our expense We certainly do apologize for any frustration or inconvenience this transaction may have caused the customer Please have the customer contact our representative directly by email at [redacted] _ [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:I would like to request that Dell, with their offer to reset my laptop to factory original to also include an 'all inclusive, 24/software warranty' at the price of $(I believe I recall the correct price quoted to me) from this point and will expire at the same time as my purchased hardware warranty expiration date of 03/09/2018; at which point I may purchase any hardware and software warranties at my discretion.I currently am sending this request from my year old HP laptop, because my Dell Laptop still periodically freezes upRegards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the company may have made an error however it is still suspicious that they advertised the sale and processed payment and started processing the order for shipment prior to cancellingI don't know whether it was a purposeful technique to drive sales coinciding with Black Friday sales and get new unique visitors on their website, or to get temporary increase in revenue for financial reasonsI would like my complaint to stand, I understand their position and response but they haven't done anything to dissuade my complaintRegards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative recently contacted Mr [redacted] regarding his concernsAfter further review, our representative processed a replacement Docking Station, which was delivered to Mr [redacted] on January 24, under FedEx tracking number [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] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] On September 8, 2017, I have sent an email to Mrs [redacted] , the person assigned to my case, but she never replied to my email.We are now September 28, A final resolution has not been reached and is not near to be reached because of their non-existent communications Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative recently contacted Mr [redacted] regarding his concerns and worked with the collections department to stop the calls related to the battery dispatchesOur records show, both battery dispatches ( [redacted] / [redacted] ) have been closedWe regret any dissatisfaction Mr [redacted] 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 caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:The computer has long existent hardware and software problemsI have requested a replacement a long time agoDell is just wasting my time sending the machine to the repair center again and again but it is not at all effectiveThey are dragging me along the way so that my warranty expires and they can waive the responsibilities.Please reference the original message below for their non-effective tech support and customer care: I was enduring that although I prefer not toI did not have the time to argue with them every day because I was also living in Germany most of the time last year and in South America from December to late JanuaryBut that does not mean they can waive the responsibilities and not support their customers or not call back their defective productThis is the worst customer support I have ever seen that constantly kicks me around different departments and the worst ever computer I have ever owned that is not trustable at allIt is the company's failure that they do not know how to arrange their customer support teamAlthough this is an era of globalization, all of their customer service is based in India which has completely different social background and do not blend well with the customers' requests and cannot cope well in customer relations here in the United StatesI have not experienced such embarrassing and frustrating case even when I was staying in India for a short time years ago.Thank you for your consideration [redacted] 12/9/16tomeApologies for thatI understand where you're coming from.However, I am from the Technical Support team so we only process parts replacement and service callsOur Customer Care is the only one that can help you with returning the system at this pointSorry.Sincerely, [redacted] Dell | Resolution ExpertWorking hours: 8:AM - 5:PM CDT | Monday to Friday --- Original Message ---From: " [redacted] ***" < [redacted] >Received: 12/9/10:52:AM CSTTo: "Dell_Support_NAE823" < [redacted] >Subject: Re: Dell Technical Support: Resolution Check SR# [redacted] NopeIs that possible if you can set up with returns for meI am really frustrated about the time I have wasted on this computer.On Fri, Dec 9, at 11:AM, [redacted] < [redacted] > wrote:Hi ***,I do apologize that your system was still having the same issue after being sent to the facility.I see that you called in yesterday and you wanted to just return the systemWere you able to do so?Sincerely, [redacted] Dell | Resolution ExpertWorking hours: 8:AM - 5:PM CDT | Monday to Friday ------ Please do not remove your unique tracking number! ------ >------ Please do not remove your unique tracking number! ------ > Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I placed the order with the Dell phone sales associateI paid the full amount with my credit card and gift cardsI bought the Dell gift cards from a third party website, but Dell gift cards are sold everywhere ranging from ebay, web resellers, and grocery storesIt is Dell who redeemed the gift cardsI gave Dell the gift card numbers and pins and I gave the information again to the investigating personIt is Dell's responsibility to either deliver the goods or refund my moneyIt is illegal for Dell to just take people's money awayI request Dell refund my gift cards Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records show the onsite and parts dispatches have all been closed out and Dell is not contacting the customer about any part returnsThese may have been automated calls or emails until the parts were receivedAs 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 [redacted] or for online assistance at [redacted] Sincerely, Advanced Resolution Group FID # [redacted] Dell
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 meThey actually went a little beyond what I had requested, so I may patronize the company again in the future Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:As stated before within a few weeks of the purchase of my brand-new Dell XPS Computer (Service Tag# [redacted] ), on 3-10-17; I called DELL TECH SUPPORT @ ###-###-#### and reported multiple technical problemsFor one example the FKey when tapped during a restart would not work to bring up the diagnostic panelDell was unsuccessful in fixing the issue over the phoneDell was obligated by their contract to send a technician out to my house within a few days to fix the computerThis never happened; therefore, Dell should send out a brand-new DELL XPS Computer of equal or greater value, (NOT A REFURBISHED COMPUTER)Also, I want the same software package including the same 3.5-year premium support, warranty and McAfee antivirus protection.Had Dell stood by their contract and sent a technician out to my house within a few days of my reporting the issue to them the technician would have seen that the computer was not even assembled correctlyOne of the video cards was not even installedDell had a responsibility to manufacture the computer correctly and this was not doneFurthermore, Dell also broke their contract, because they delayed sending the technician out by monthsHad they sent the technician out within the days, I would have been able to return the computerThey need to honor my request of replacing my computer with a factory new computer not a refurbished computerRegards, [redacted]
Complaint: [redacted] I am rejecting this response because: Just to be clear Mr [redacted] , Dell's Rep., told me on the phone that I would be hearing from Dell's Collection Department I asked him at that time where he would like the Computer sent He gave me response with return instructions I have been issued credit to my credit card after spending an enormous amount of time and $needlessly just to prove that they were wrong Regards, [redacted] [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 submissionA 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] explained to the customer Dell’s Black Friday deals were of limited quantity and sold out very quickly, Dell cannot offer the wanted merchandise at the advertised price after the supply was exhausted 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
Complaint: [redacted] I am rejecting this response because:Dell has not told the truth in either matter of the most recent order or the order that was delivered in December of The very response by the Dell representative in its latest communication to the Revdex.com is further evidence of "deceptive business practices." First, the most recent order of September The order was placed on September 1, 2017, not September 2nd (SEE ATTACHED INVOICE) Delivery was promised no later than September 8, I called Dell and the delivery carrier, Pilot, to check on its status on September and it was never put in process At that time, they advised that they will re-process the order They billed my account on September 5, I was told delivery would be expedited The LG TV never came yet was promised to be delivered between September 7, and September 11, Those dates came and went and the TV never showed up I received and email from Pilot tracking (shipper) to expect the TV on 9/14/ I called on September 13, to arrange delivery and the shipper told me that "they do not have the TV to deliver and to call Dell." I repeated called Dell over the next several days trying to get my order delivered and when no one was able to to answer my questions as to where the TV was, I was told a manager would call me I told the rep to cancel my order at this time and they told me that they had to have the manager handle it No one ever called from management I called back on 9/19/ I was given further runaround by the representatives after which I filed these complaints I asked to cancel this order on or before September 15, and it was not handled!!! Pilot, the shipper, was not in possession of this TV at this time! Instead, over the next month and a half, I have received the complete runaround while Dell Financial held my $$ and charged interest It took them one month to post the credit to my account on October 17, It was apparent that this television never left their warehouse yet they claim it "was shipped." Interest charged during this period of time was $to my account I have received the refund for the TV but no refund of interest, despite my request [redacted] is clearly misrepresenting the dates, although off by a few days in one instance and just a day in another, he is clearly not telling the truth about the dates.Secondly, in regards to the Samsung TV that was shipped damaged to me in December of As I advised the rep., IN JANUARY OF PHONE CALL TO DELL (NOT JUNE AS [redacted] REPRESENTS), the TV was ordered and shipped as described We had recently finished a family room addition to the house during December of and into January 2017, so the TV sat in the box, unopened until January of When I took it out then, it did not work properly and had lines across the screen There was no physical damage to the unit that I could see but the display was not working properly and the wifi was not working properly either I called Dell and spoke to a Dell representative in JANUARY OF 2017, NOT JUNE OF 2017, as [redacted] states in his response This representative told me that I had to contact Samsung directly as it was a warranty issue Doing as I was directed, I called Samsung and engaged in about 5-different phone calls lasting at least an hour each with their tech support trying to trouble shoot the problem over a two month period Since the TV could not connect to wifi, they could not troubleshoot it over the internet They sent me "patches" on flashdrive cards in the mail to try to fix the problem Finally (See attached email from Samsung Service) they agreed to send a technician out in March of to trouble shoot the problem as it could not be fixed by me or them over the phone The technician arrived and inspected the TV and its operations He told me right there and then that the TV was damaged (physically) although it bore no physical damage He said it probably happened in shipment He refused to do anything further I spent a few more attempts with Samsung trying to elevate my complaint as Dell had already pointed the finger at Samsung but to no avail, Samsung refused and stated adamantly that the product was likely damaged during shipment.I proceeded to inspect the unit myself, a bit closer after this, and there may be a slight scratch on the LED screen but it is faint I had the box down in the basement and I looked at that Sure enough there was a hole in the box around where the screen lines start.Clearly this unit was damaged in shipment I started my communications back with Dell during May During each call, you have to navigate through a maze of menus on the phone, then sit on hold for anywhere between minutes to minutes or more, only to get a representative to transfer you to another representative, who, depending on who you get, may escalate it to a floor supervisor who you then have to remain on hold for Each and every time they refused to discuss the return of the TV I thought I was making progress on the issue in June and then again in September only to be rebuffed, ultimately ending up with [redacted] (the current representative) denying my request to return, replace or credit in some manner for the damaged TV.I tried to locate a number for Dell Corporate in TX They apparently hide the corporate HQ number so you can never get anyone in the U.S You are transferred each and every time to a call center in Asia Not sure where, but you get a representative who does not care to honor the consumer protection laws of the United States They just keep citing the day return rule I keep retorting that only applies to merchantable items that they send out but they never listen.In summary, this was a damaged TV, defective, however you would want to call it that should be taken back by Dell Its deceptive of Dell to engage in such practices where you can get no relief and become extremely frustrated in the amount of time you spend in the process of trying to just get a new TV I though I made headway with one supervisor during August or September who said that they will credit me in some manner That's why I ordered the LG TV But when the issue was elevated to [redacted] after the LG TV was ordered, that ghostly promise quickly disappeared.Its my opinion that Dell makes the process so difficult, lengthy and trying so as to discourage customers with complaints and returns to quit This is the deceptive business practice that I am claiming that is obvious to any independent person who reviews this matter.I have the TV, its box, and I am happy to pack it up and ship it back (at Dell's cost) to repair, for replacement, return, or credit in some manner if Dell chooses to resolve this matter in some fashion If I do not receive a mutually agreed upon resolution, Dell is giving me no choice other than to go to the Superior Court of the State of Connecticut and seek all legal and equitable relief available to me as consumer including but not limited to damages, costs and attorney fees.I look forward to Dell's reply Thank you Revdex.com for facilitating these communications.Sincerely yours, [redacted] * [redacted] Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: The sleep issue is resolved Dell continued to recommend reloading Win OS versions and then updating In contrast Microsoft suggested I install a clean Win load directly from Microsoft to avoid upgrade issues Microsoft's suggestion worked.Dell is continuing to attempt to resolve the wireless performance issues.The issue with the AMD video card (fan shroud blocked by Sound Card installed during system manufacture) is not yet resolved.In summary, the key security issue (sleep mode) is resolved.NOTE: Interesting that Dell requested that the customer "reframe" from contacting frontline resources E-mails from Ms [redacted] actually recommend contacting Tech Support when attention to problems is needed Regards, [redacted] ***
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 concernsIn the interest of customer satisfaction, our representative processed a product returnOur records show that a credit for order# [redacted] has been processedOur representative also 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: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] *** There is no setting to fix this, I have been trouble shooting with Dell for months It is a design flaw in the system They claim a gaming laptop cannot play games while using as a laptop, however all other laptops can accomplish this This is a gaming laptop they are charging $for, so it should be able to play games while you are using it as a laptop, that is what it was purchased for It cannot do the thing it is supposed to be designed to do and they do not care they are selling a faulty laptop, they will not fix it or replace it I want a laptop that works how it should, and this does not There are no warnings before you spend the $on this that you cannot game on it while using it as a laptop, if there were I would have bought another laptop from another company, because like I said, I have used several other laptops, and they all can accomplish this
Today’s Date: 10/20/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 correspondence We thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer A Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative offered to assist the customer with the consolidation but the customer declined and just wanted us to receive his feedbackWe remain available to assist the customer if neededPlease have the customer contact the representative by emailing at [redacted] @Dell.com with any additional questions or concerns Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I paid extra to purchase a premium laptop and the product does not meet expectations for reliability 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, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has authorized a new system exchange to resolve the technical problems the customer had been having with their computer The customer has received the replacement computer and [redacted] sent the customer a pre-paid return shipping label so they may return the original system to Dell at our expense We certainly do apologize for any frustration or inconvenience this transaction may have caused the customer Please have the customer contact our representative directly by email at [redacted] _ [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:I would like to request that Dell, with their offer to reset my laptop to factory original to also include an 'all inclusive, 24/software warranty' at the price of $(I believe I recall the correct price quoted to me) from this point and will expire at the same time as my purchased hardware warranty expiration date of 03/09/2018; at which point I may purchase any hardware and software warranties at my discretion.I currently am sending this request from my year old HP laptop, because my Dell Laptop still periodically freezes upRegards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the company may have made an error however it is still suspicious that they advertised the sale and processed payment and started processing the order for shipment prior to cancellingI don't know whether it was a purposeful technique to drive sales coinciding with Black Friday sales and get new unique visitors on their website, or to get temporary increase in revenue for financial reasonsI would like my complaint to stand, I understand their position and response but they haven't done anything to dissuade my complaintRegards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative recently contacted Mr [redacted] regarding his concernsAfter further review, our representative processed a replacement Docking Station, which was delivered to Mr [redacted] on January 24, under FedEx tracking number [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] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] On September 8, 2017, I have sent an email to Mrs [redacted] , the person assigned to my case, but she never replied to my email.We are now September 28, A final resolution has not been reached and is not near to be reached because of their non-existent communications Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative recently contacted Mr [redacted] regarding his concerns and worked with the collections department to stop the calls related to the battery dispatchesOur records show, both battery dispatches ( [redacted] / [redacted] ) have been closedWe regret any dissatisfaction Mr [redacted] 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 caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:The computer has long existent hardware and software problemsI have requested a replacement a long time agoDell is just wasting my time sending the machine to the repair center again and again but it is not at all effectiveThey are dragging me along the way so that my warranty expires and they can waive the responsibilities.Please reference the original message below for their non-effective tech support and customer care: I was enduring that although I prefer not toI did not have the time to argue with them every day because I was also living in Germany most of the time last year and in South America from December to late JanuaryBut that does not mean they can waive the responsibilities and not support their customers or not call back their defective productThis is the worst customer support I have ever seen that constantly kicks me around different departments and the worst ever computer I have ever owned that is not trustable at allIt is the company's failure that they do not know how to arrange their customer support teamAlthough this is an era of globalization, all of their customer service is based in India which has completely different social background and do not blend well with the customers' requests and cannot cope well in customer relations here in the United StatesI have not experienced such embarrassing and frustrating case even when I was staying in India for a short time years ago.Thank you for your consideration [redacted] 12/9/16tomeApologies for thatI understand where you're coming from.However, I am from the Technical Support team so we only process parts replacement and service callsOur Customer Care is the only one that can help you with returning the system at this pointSorry.Sincerely, [redacted] Dell | Resolution ExpertWorking hours: 8:AM - 5:PM CDT | Monday to Friday --- Original Message ---From: " [redacted] ***" < [redacted] >Received: 12/9/10:52:AM CSTTo: "Dell_Support_NAE823" < [redacted] >Subject: Re: Dell Technical Support: Resolution Check SR# [redacted] NopeIs that possible if you can set up with returns for meI am really frustrated about the time I have wasted on this computer.On Fri, Dec 9, at 11:AM, [redacted] < [redacted] > wrote:Hi ***,I do apologize that your system was still having the same issue after being sent to the facility.I see that you called in yesterday and you wanted to just return the systemWere you able to do so?Sincerely, [redacted] Dell | Resolution ExpertWorking hours: 8:AM - 5:PM CDT | Monday to Friday ------ Please do not remove your unique tracking number! ------ >------ Please do not remove your unique tracking number! ------ > Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I placed the order with the Dell phone sales associateI paid the full amount with my credit card and gift cardsI bought the Dell gift cards from a third party website, but Dell gift cards are sold everywhere ranging from ebay, web resellers, and grocery storesIt is Dell who redeemed the gift cardsI gave Dell the gift card numbers and pins and I gave the information again to the investigating personIt is Dell's responsibility to either deliver the goods or refund my moneyIt is illegal for Dell to just take people's money awayI request Dell refund my gift cards Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records show the onsite and parts dispatches have all been closed out and Dell is not contacting the customer about any part returnsThese may have been automated calls or emails until the parts were receivedAs 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 [redacted] or for online assistance at [redacted] Sincerely, Advanced Resolution Group FID # [redacted] Dell
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 meThey actually went a little beyond what I had requested, so I may patronize the company again in the future Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:As stated before within a few weeks of the purchase of my brand-new Dell XPS Computer (Service Tag# [redacted] ), on 3-10-17; I called DELL TECH SUPPORT @ ###-###-#### and reported multiple technical problemsFor one example the FKey when tapped during a restart would not work to bring up the diagnostic panelDell was unsuccessful in fixing the issue over the phoneDell was obligated by their contract to send a technician out to my house within a few days to fix the computerThis never happened; therefore, Dell should send out a brand-new DELL XPS Computer of equal or greater value, (NOT A REFURBISHED COMPUTER)Also, I want the same software package including the same 3.5-year premium support, warranty and McAfee antivirus protection.Had Dell stood by their contract and sent a technician out to my house within a few days of my reporting the issue to them the technician would have seen that the computer was not even assembled correctlyOne of the video cards was not even installedDell had a responsibility to manufacture the computer correctly and this was not doneFurthermore, Dell also broke their contract, because they delayed sending the technician out by monthsHad they sent the technician out within the days, I would have been able to return the computerThey need to honor my request of replacing my computer with a factory new computer not a refurbished computerRegards, [redacted]
Complaint: [redacted] I am rejecting this response because: Just to be clear Mr [redacted] , Dell's Rep., told me on the phone that I would be hearing from Dell's Collection Department I asked him at that time where he would like the Computer sent He gave me response with return instructions I have been issued credit to my credit card after spending an enormous amount of time and $needlessly just to prove that they were wrong Regards, [redacted] [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 submissionA 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] explained to the customer Dell’s Black Friday deals were of limited quantity and sold out very quickly, Dell cannot offer the wanted merchandise at the advertised price after the supply was exhausted 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
Complaint: [redacted] I am rejecting this response because:Dell has not told the truth in either matter of the most recent order or the order that was delivered in December of The very response by the Dell representative in its latest communication to the Revdex.com is further evidence of "deceptive business practices." First, the most recent order of September The order was placed on September 1, 2017, not September 2nd (SEE ATTACHED INVOICE) Delivery was promised no later than September 8, I called Dell and the delivery carrier, Pilot, to check on its status on September and it was never put in process At that time, they advised that they will re-process the order They billed my account on September 5, I was told delivery would be expedited The LG TV never came yet was promised to be delivered between September 7, and September 11, Those dates came and went and the TV never showed up I received and email from Pilot tracking (shipper) to expect the TV on 9/14/ I called on September 13, to arrange delivery and the shipper told me that "they do not have the TV to deliver and to call Dell." I repeated called Dell over the next several days trying to get my order delivered and when no one was able to to answer my questions as to where the TV was, I was told a manager would call me I told the rep to cancel my order at this time and they told me that they had to have the manager handle it No one ever called from management I called back on 9/19/ I was given further runaround by the representatives after which I filed these complaints I asked to cancel this order on or before September 15, and it was not handled!!! Pilot, the shipper, was not in possession of this TV at this time! Instead, over the next month and a half, I have received the complete runaround while Dell Financial held my $$ and charged interest It took them one month to post the credit to my account on October 17, It was apparent that this television never left their warehouse yet they claim it "was shipped." Interest charged during this period of time was $to my account I have received the refund for the TV but no refund of interest, despite my request [redacted] is clearly misrepresenting the dates, although off by a few days in one instance and just a day in another, he is clearly not telling the truth about the dates.Secondly, in regards to the Samsung TV that was shipped damaged to me in December of As I advised the rep., IN JANUARY OF PHONE CALL TO DELL (NOT JUNE AS [redacted] REPRESENTS), the TV was ordered and shipped as described We had recently finished a family room addition to the house during December of and into January 2017, so the TV sat in the box, unopened until January of When I took it out then, it did not work properly and had lines across the screen There was no physical damage to the unit that I could see but the display was not working properly and the wifi was not working properly either I called Dell and spoke to a Dell representative in JANUARY OF 2017, NOT JUNE OF 2017, as [redacted] states in his response This representative told me that I had to contact Samsung directly as it was a warranty issue Doing as I was directed, I called Samsung and engaged in about 5-different phone calls lasting at least an hour each with their tech support trying to trouble shoot the problem over a two month period Since the TV could not connect to wifi, they could not troubleshoot it over the internet They sent me "patches" on flashdrive cards in the mail to try to fix the problem Finally (See attached email from Samsung Service) they agreed to send a technician out in March of to trouble shoot the problem as it could not be fixed by me or them over the phone The technician arrived and inspected the TV and its operations He told me right there and then that the TV was damaged (physically) although it bore no physical damage He said it probably happened in shipment He refused to do anything further I spent a few more attempts with Samsung trying to elevate my complaint as Dell had already pointed the finger at Samsung but to no avail, Samsung refused and stated adamantly that the product was likely damaged during shipment.I proceeded to inspect the unit myself, a bit closer after this, and there may be a slight scratch on the LED screen but it is faint I had the box down in the basement and I looked at that Sure enough there was a hole in the box around where the screen lines start.Clearly this unit was damaged in shipment I started my communications back with Dell during May During each call, you have to navigate through a maze of menus on the phone, then sit on hold for anywhere between minutes to minutes or more, only to get a representative to transfer you to another representative, who, depending on who you get, may escalate it to a floor supervisor who you then have to remain on hold for Each and every time they refused to discuss the return of the TV I thought I was making progress on the issue in June and then again in September only to be rebuffed, ultimately ending up with [redacted] (the current representative) denying my request to return, replace or credit in some manner for the damaged TV.I tried to locate a number for Dell Corporate in TX They apparently hide the corporate HQ number so you can never get anyone in the U.S You are transferred each and every time to a call center in Asia Not sure where, but you get a representative who does not care to honor the consumer protection laws of the United States They just keep citing the day return rule I keep retorting that only applies to merchantable items that they send out but they never listen.In summary, this was a damaged TV, defective, however you would want to call it that should be taken back by Dell Its deceptive of Dell to engage in such practices where you can get no relief and become extremely frustrated in the amount of time you spend in the process of trying to just get a new TV I though I made headway with one supervisor during August or September who said that they will credit me in some manner That's why I ordered the LG TV But when the issue was elevated to [redacted] after the LG TV was ordered, that ghostly promise quickly disappeared.Its my opinion that Dell makes the process so difficult, lengthy and trying so as to discourage customers with complaints and returns to quit This is the deceptive business practice that I am claiming that is obvious to any independent person who reviews this matter.I have the TV, its box, and I am happy to pack it up and ship it back (at Dell's cost) to repair, for replacement, return, or credit in some manner if Dell chooses to resolve this matter in some fashion If I do not receive a mutually agreed upon resolution, Dell is giving me no choice other than to go to the Superior Court of the State of Connecticut and seek all legal and equitable relief available to me as consumer including but not limited to damages, costs and attorney fees.I look forward to Dell's reply Thank you Revdex.com for facilitating these communications.Sincerely yours, [redacted] * [redacted] Regards, [redacted]