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
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 respectfully denied the request for a replacement product key for her Office As Dell does not own the licensing for these products, we are unable to provide the customer with the product key as they requestedMicrosoft provides access to reinstallation through the customer’s Microsoft account, created by the customer and used to register and activate the softwareWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:The lock Dell mentions "TZ08T" will not fit in my computerI already purchased one of these locks and it did not fitThe Noble Lock company confirmed to me that the TZ08T will not fit into my Dell Inspiron 13-7352, because the lock slot in my computer was not properly manufactured by Dell.Dell has offered onsite service to replace the defective partHowever, Dell will offer me no warranty on the replaced part and no warranty or protection relative to any potential damage or issues caused to my system by the replaced part or the onsite technician performing the repairDell said a hinge piece needs to be replaced, but I believe the top case of may computer also has a problem relative to the lock slotI requested a picture of part to be replaced and details about the replacementDell will not send me any pictures of the part to be replaced or any details about the replacementThey tell me the onsite technician would answer questionsI told Dell that I wanted more information before I agreed to have a Dell onsite technician take apart my laptop to replace a part for the repair, as with no warranty or protection from Dell I am taking all of the riskI do not feel I should have to take all of the risk, as the fact that Dell states a part needs to be replaced means that Dell has admitted to my computer having a defective part.If Dell will not provide me any warranty protection for part being replaced and not warranty or protection relative to the repair then I am not going to allow a Dell technician to work on my computerI would prefer a lock that would fit into my undersized lock slot versus having someone taking apart my computer, when I being offered no protection relative to the repair even though the repair is required, because of a defective part.Regards, [redacted]
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]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative contacted him and conferenced him in with technical supportMr [redacted] has not replied to subsequent contact attemptsOur representative remains available and we regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Today’s Date: 12/16/2016Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, Mr [redacted] ***, to address the contents of their correspondenceAt this time the agent has confirmed with the customer the refund has been processed in proper orderDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any additional questions or concerns in the matter.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 worked with our account verification team to resolve this matterPlease note that the credit for order# [redacted] has been posted to the original form of paymentOur 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 by e-mail at [redacted] , 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 providing a copy of the customer’s submissionDell representative [redacted] has been in contact with Mr*** [redacted] has confirmed that Dell did respond to the dispute through Citibank but Mr [redacted] has indicated that his bank states Dell has notDell records have been confirmed that Mr [redacted] has received the refundDell representative offered to do a conference call with Mr [redacted] and Citibank which was declinedDell considers this matter closed since Dell has confirmed the dispute was accepted and funds were returnedWe ask that Mr [redacted] resolve this matter with CitibankSincerely, FID [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Dell sent me some pictures and some of then are contradictingone picture shows spill and other picture does notWhen I questioned I get no reply from them I have the email chain below where I questioned them Also, I have purchased this extended warranty on phoneI was not told of these exclusions in warrantyI never called Dell in Last years for any support I requested Dell representative to return back my money (180$ including tax) I spent on warranty, he was doing some math on prorated basis and was trying return me few bucks based on couple of months left on warrantyI declined that because that is no acceptableThey lied while selling warranty They deny to pay me back (the only time I requested service they say it is not covered) Email Chain:Dear [redacted] , Thank you for taking time out of your day to write to usSince the related Service request is already In Progress,we would review the case and would get in touch with you in the next 24-hoursThanks for your continued supportRegards,Dell Tech Support --- Original Message --- From: " [redacted] ***" < [redacted] @gmail.com>Received: 11/17/12:29:AM ISTTo: " [redacted] " < [redacted] @dell.com>Subject: Re: From Dell Technical Support | Ref - Service Request Number : [redacted] | #RT# [redacted] , Thanks for reaching me out on the emailSorry I am not able to take calls from my workplacei got the pictures yesterdayfrom what I noticed from the pictures in a picture I see keyboard has significant spillage on itit surprised me because when we sent the laptop/keyboard is clean in another picture I can see keyboard is cleanso I am not sure if its same keyboard/ system you are referring to in both pictureshow can one picture got marks on it and other picture doesn't? coming to the other picture where I see there is some brown coffee spill kind of damage below keyboard, I am not sure how this might have happenedas neither me nor my wife used it on our lap or do have coffee I know this laptop had heating issues from long timecan you assure me that what ever you see is not a byproduct of over heating? like something got burnt inside due to overheating? I again repeat we never used this laptop in our lap, it was always connected to TV and navigated it remotely using a logitech keykeyboardso I fail to understand how there is a spillage on thisThat's the reason I am pushing it hardThere is some mistake somewhere, either at your depot, technician or in transit Please use email to communicate to me going forward.Thanks, [redacted] On Thu, Nov 16, at 11:AM, [redacted] < [redacted] @dell.com> wrote:Hello [redacted] , I want to take this opportunity to thank you for choosing DellThe following information relates to your recent interaction with Dell Technical Support:Service Tag: [redacted] Dispatch Number: [redacted] We have tried to reach you to provide you with the status of repairs for your system as mentioned below:Status: Billable HoldReason: There is a problem (physical damage/customer induced damage/out of warranty part/3rd party hardware) found with one or more of the components of the system | Repairs are not covered as a part of the warrantyYou will be charged a fee for the repairs or you can get the system released from Depot without repairs.Charges for repairs: $+ Tax(if any) The contact number(s) that we have been trying to reach you at is ###-###-####If you wish to get the Unit repaired, the payment has to be made before handFollowing are the modes of payment available:Credit/Debit/Prepaid Card (We need to have a conversation over the phone for this)Dell Preferred Account (We need to have a conversation over the phone for this)Purchase Order (A PDF copy of the PO is required along with the copy of the Tax Exemption Certificate, if applicable)If you need further assistance, please reply to this email with the following information:Brief description of the issue you are facing with your systemBest time to call youPhone number(s) where you can be reached.OrPlease call us at ###-###-####, dial the Extn: [redacted] and leave a message along with the Service Request/Dispatch/Order Number, Good Callback Number and Best Time to reach youWe work Monday to Friday, 10AM – 07PM Central Daylight Time or 09AM – 06PM Central Standard TimePlease allow us 24-48Hrs to respond to your requestFor any NEW technical issues, please contact Dell Technical SupportYou can access our contact information at [redacted] For faster service, please have your system's express service code or service tag availableYour experience with Dell is of utmost importance and priority to usRespectfully, [redacted] *** Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] This is a BS answer Dell needs to step up and honor what they committed to doI have spent thousands of dollars with this company and would have spent thousands more but they have just lost my respect and my future business over a few dollars that I was promisedIf they treat all there customers this why they might as well close there doors
Complaint: [redacted] I am rejecting this response because:I did not damage the systemIt was like that when I bought itWhen it was allegedly repaired, it was not working when it was returnedNow, the same port is loose and not working againHow can you buy a brand new computer and have the mother board be damaged? How is it that the internal port which was not working when I bought it be loose and not working for the THIRD TIME? I just ordered a new power cord to see if that will help but I am pretty sure the problem is the internal part is defectiveHow can you buy a new computer and within six months have repairs and soon to be I did not pull on the power cord, trip on it or damage it in any wayI live alone and no one but me is in the house and I have not touched anything I owned a DELL previous to this as you can see by my records and never had this problemSo you are implying that I suddenly, after years of owning DELLs, am suddenly tripping every month?After this many problems, it is clear it does not pass a warranty of fitness and you are doing nothing to rectify the fact that you have sold me a lemon computerI would even settle for a third party examining it to determine whether it’s operator errror or a bad system.I feel DELL computers is shirking it’s responsibilities, forced me to pay for a repair for damage I did not commit (nor have I admitted to it.) and has been anything but helpfulIf the power cord I ordered does not fit in properly tomorrow the computer will have to go on for the FIFTH TIME IN SEVEN MONTHS Regards, Anastasia ***
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 offered the customer a 10% discount on repairs due to his system being out of warranty 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
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 concernsPlease note that the replacement order was delayed due to product availability issuesOur representative worked with our order verification team to resolve this matterOur records show that an order# [redacted] has been delivered to Ms [redacted] on February 17th, under Pilot Shipment# [redacted] Our 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
Dear Revdex.com, Our records indicate that Mr [redacted] has not returned the order so credit has not posted We advised Mr [redacted] to return the order by Aug We will extend this offer to September 16th if the customer chooses not return no credit will be posted We ask that Mr [redacted] contact the representative by emailing [redacted] _***@Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not completely satisfactory but I accept it nonethelessDell's customer service is shockingly mediocre, and I would argue that the staff at dell are under-trained and ill-equipped Regards, [redacted] ***
Today’s Date: 05/05/2015Dear 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, Andrew Shluzas, to address the contents of their correspondenceDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] .Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
A Dell representative is continuing to work with ** [redacted] to achieve an amicable resolution for his concernsA replacement unit was delivered to him on June 19th, Please have him contact our representative directly by e-mail at [redacted] to confirm resolution
Complaint: [redacted] I am rejecting this response because: my machine was never fixed [redacted] is fully aware of it nowThere was some miscommunication on Dell's end due to which the lady who submitted this response closed the caseI hope [redacted] can help me for real this timeTough, she is a very professional person however, she has not be quick and effective so far in helping me out with the issue I have with my Dell's machine for over months nowAlso, besides the repair concerns I just want Dell to take responsibility of wasting my months since everyone knows in this world that time is money and that I have paid for these months of service which I never received properlyI hope there is a quality control board for a big company like Dell who can review the fact and ignore what he said or she saidfacts:My machine is in non-working condition for around months nowHad multiple visits from strangers in my house for nothing Had almost every part replaced of the current and old machine Never gave formal sign-off on the new defected machines and still stuck with itmonths of my paid insured time sunk with Poor customer service I Have to suffer every time Dell make any communication error No one from Dell would even try to helpDell representative kept on hanging calls on my face and denied helpOnly [redacted] was the representative who was very professional with her tone but still was slow in responding time to time and wouldn't answer the direct question askedThe technicians called right in front of my eyes every time when they change parts and still were not able to bring the machine back to life, I don't know how many operations have been done alreadyWhat I know is that every single part of the computer has been changed where some of them have been changed numerous times and only the casing is the original piece left in the newly replaced Dell systemStill seeking resolution and justice from Dell and still loyal to them in regards to any payments and or hardware I use is purchased from Dell on my DPAI hope Dell's senior management is able to take action to prevent such events from such iterations I am in SOS state at this very moment and seek resolution and justice for my patience and loyalty with DellThank you Revdex.com for their support and concerns in regards to my issue with Dell Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: nothing in Dell's response addressed my complaint 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
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 respectfully denied the request for a replacement product key for her Office As Dell does not own the licensing for these products, we are unable to provide the customer with the product key as they requestedMicrosoft provides access to reinstallation through the customer’s Microsoft account, created by the customer and used to register and activate the softwareWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Thank you for a copy of Mr [redacted] ***’ letterOur representative has contacted him and discussed the contents of his correspondence
Complaint: [redacted] I am rejecting this response because:The lock Dell mentions "TZ08T" will not fit in my computerI already purchased one of these locks and it did not fitThe Noble Lock company confirmed to me that the TZ08T will not fit into my Dell Inspiron 13-7352, because the lock slot in my computer was not properly manufactured by Dell.Dell has offered onsite service to replace the defective partHowever, Dell will offer me no warranty on the replaced part and no warranty or protection relative to any potential damage or issues caused to my system by the replaced part or the onsite technician performing the repairDell said a hinge piece needs to be replaced, but I believe the top case of may computer also has a problem relative to the lock slotI requested a picture of part to be replaced and details about the replacementDell will not send me any pictures of the part to be replaced or any details about the replacementThey tell me the onsite technician would answer questionsI told Dell that I wanted more information before I agreed to have a Dell onsite technician take apart my laptop to replace a part for the repair, as with no warranty or protection from Dell I am taking all of the riskI do not feel I should have to take all of the risk, as the fact that Dell states a part needs to be replaced means that Dell has admitted to my computer having a defective part.If Dell will not provide me any warranty protection for part being replaced and not warranty or protection relative to the repair then I am not going to allow a Dell technician to work on my computerI would prefer a lock that would fit into my undersized lock slot versus having someone taking apart my computer, when I being offered no protection relative to the repair even though the repair is required, because of a defective part.Regards, [redacted]
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]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative contacted him and conferenced him in with technical supportMr [redacted] has not replied to subsequent contact attemptsOur representative remains available and we regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Today’s Date: 12/16/2016Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, Mr [redacted] ***, to address the contents of their correspondenceAt this time the agent has confirmed with the customer the refund has been processed in proper orderDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any additional questions or concerns in the matter.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 worked with our account verification team to resolve this matterPlease note that the credit for order# [redacted] has been posted to the original form of paymentOur 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 by e-mail at [redacted] , 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 providing a copy of the customer’s submissionDell representative [redacted] has been in contact with Mr*** [redacted] has confirmed that Dell did respond to the dispute through Citibank but Mr [redacted] has indicated that his bank states Dell has notDell records have been confirmed that Mr [redacted] has received the refundDell representative offered to do a conference call with Mr [redacted] and Citibank which was declinedDell considers this matter closed since Dell has confirmed the dispute was accepted and funds were returnedWe ask that Mr [redacted] resolve this matter with CitibankSincerely, FID [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Dell sent me some pictures and some of then are contradictingone picture shows spill and other picture does notWhen I questioned I get no reply from them I have the email chain below where I questioned them Also, I have purchased this extended warranty on phoneI was not told of these exclusions in warrantyI never called Dell in Last years for any support I requested Dell representative to return back my money (180$ including tax) I spent on warranty, he was doing some math on prorated basis and was trying return me few bucks based on couple of months left on warrantyI declined that because that is no acceptableThey lied while selling warranty They deny to pay me back (the only time I requested service they say it is not covered) Email Chain:Dear [redacted] , Thank you for taking time out of your day to write to usSince the related Service request is already In Progress,we would review the case and would get in touch with you in the next 24-hoursThanks for your continued supportRegards,Dell Tech Support --- Original Message --- From: " [redacted] ***" < [redacted] @gmail.com>Received: 11/17/12:29:AM ISTTo: " [redacted] " < [redacted] @dell.com>Subject: Re: From Dell Technical Support | Ref - Service Request Number : [redacted] | #RT# [redacted] , Thanks for reaching me out on the emailSorry I am not able to take calls from my workplacei got the pictures yesterdayfrom what I noticed from the pictures in a picture I see keyboard has significant spillage on itit surprised me because when we sent the laptop/keyboard is clean in another picture I can see keyboard is cleanso I am not sure if its same keyboard/ system you are referring to in both pictureshow can one picture got marks on it and other picture doesn't? coming to the other picture where I see there is some brown coffee spill kind of damage below keyboard, I am not sure how this might have happenedas neither me nor my wife used it on our lap or do have coffee I know this laptop had heating issues from long timecan you assure me that what ever you see is not a byproduct of over heating? like something got burnt inside due to overheating? I again repeat we never used this laptop in our lap, it was always connected to TV and navigated it remotely using a logitech keykeyboardso I fail to understand how there is a spillage on thisThat's the reason I am pushing it hardThere is some mistake somewhere, either at your depot, technician or in transit Please use email to communicate to me going forward.Thanks, [redacted] On Thu, Nov 16, at 11:AM, [redacted] < [redacted] @dell.com> wrote:Hello [redacted] , I want to take this opportunity to thank you for choosing DellThe following information relates to your recent interaction with Dell Technical Support:Service Tag: [redacted] Dispatch Number: [redacted] We have tried to reach you to provide you with the status of repairs for your system as mentioned below:Status: Billable HoldReason: There is a problem (physical damage/customer induced damage/out of warranty part/3rd party hardware) found with one or more of the components of the system | Repairs are not covered as a part of the warrantyYou will be charged a fee for the repairs or you can get the system released from Depot without repairs.Charges for repairs: $+ Tax(if any) The contact number(s) that we have been trying to reach you at is ###-###-####If you wish to get the Unit repaired, the payment has to be made before handFollowing are the modes of payment available:Credit/Debit/Prepaid Card (We need to have a conversation over the phone for this)Dell Preferred Account (We need to have a conversation over the phone for this)Purchase Order (A PDF copy of the PO is required along with the copy of the Tax Exemption Certificate, if applicable)If you need further assistance, please reply to this email with the following information:Brief description of the issue you are facing with your systemBest time to call youPhone number(s) where you can be reached.OrPlease call us at ###-###-####, dial the Extn: [redacted] and leave a message along with the Service Request/Dispatch/Order Number, Good Callback Number and Best Time to reach youWe work Monday to Friday, 10AM – 07PM Central Daylight Time or 09AM – 06PM Central Standard TimePlease allow us 24-48Hrs to respond to your requestFor any NEW technical issues, please contact Dell Technical SupportYou can access our contact information at [redacted] For faster service, please have your system's express service code or service tag availableYour experience with Dell is of utmost importance and priority to usRespectfully, [redacted] *** Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] This is a BS answer Dell needs to step up and honor what they committed to doI have spent thousands of dollars with this company and would have spent thousands more but they have just lost my respect and my future business over a few dollars that I was promisedIf they treat all there customers this why they might as well close there doors
Complaint: [redacted] I am rejecting this response because:I did not damage the systemIt was like that when I bought itWhen it was allegedly repaired, it was not working when it was returnedNow, the same port is loose and not working againHow can you buy a brand new computer and have the mother board be damaged? How is it that the internal port which was not working when I bought it be loose and not working for the THIRD TIME? I just ordered a new power cord to see if that will help but I am pretty sure the problem is the internal part is defectiveHow can you buy a new computer and within six months have repairs and soon to be I did not pull on the power cord, trip on it or damage it in any wayI live alone and no one but me is in the house and I have not touched anything I owned a DELL previous to this as you can see by my records and never had this problemSo you are implying that I suddenly, after years of owning DELLs, am suddenly tripping every month?After this many problems, it is clear it does not pass a warranty of fitness and you are doing nothing to rectify the fact that you have sold me a lemon computerI would even settle for a third party examining it to determine whether it’s operator errror or a bad system.I feel DELL computers is shirking it’s responsibilities, forced me to pay for a repair for damage I did not commit (nor have I admitted to it.) and has been anything but helpfulIf the power cord I ordered does not fit in properly tomorrow the computer will have to go on for the FIFTH TIME IN SEVEN MONTHS Regards, Anastasia ***
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 offered the customer a 10% discount on repairs due to his system being out of warranty 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
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 concernsPlease note that the replacement order was delayed due to product availability issuesOur representative worked with our order verification team to resolve this matterOur records show that an order# [redacted] has been delivered to Ms [redacted] on February 17th, under Pilot Shipment# [redacted] Our 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
Dear Revdex.com, Our records indicate that Mr [redacted] has not returned the order so credit has not posted We advised Mr [redacted] to return the order by Aug We will extend this offer to September 16th if the customer chooses not return no credit will be posted We ask that Mr [redacted] contact the representative by emailing [redacted] _***@Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not completely satisfactory but I accept it nonethelessDell's customer service is shockingly mediocre, and I would argue that the staff at dell are under-trained and ill-equipped Regards, [redacted] ***
Today’s Date: 05/05/2015Dear 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, Andrew Shluzas, to address the contents of their correspondenceDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] .Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
A Dell representative is continuing to work with ** [redacted] to achieve an amicable resolution for his concernsA replacement unit was delivered to him on June 19th, Please have him contact our representative directly by e-mail at [redacted] to confirm resolution
Complaint: [redacted] I am rejecting this response because: my machine was never fixed [redacted] is fully aware of it nowThere was some miscommunication on Dell's end due to which the lady who submitted this response closed the caseI hope [redacted] can help me for real this timeTough, she is a very professional person however, she has not be quick and effective so far in helping me out with the issue I have with my Dell's machine for over months nowAlso, besides the repair concerns I just want Dell to take responsibility of wasting my months since everyone knows in this world that time is money and that I have paid for these months of service which I never received properlyI hope there is a quality control board for a big company like Dell who can review the fact and ignore what he said or she saidfacts:My machine is in non-working condition for around months nowHad multiple visits from strangers in my house for nothing Had almost every part replaced of the current and old machine Never gave formal sign-off on the new defected machines and still stuck with itmonths of my paid insured time sunk with Poor customer service I Have to suffer every time Dell make any communication error No one from Dell would even try to helpDell representative kept on hanging calls on my face and denied helpOnly [redacted] was the representative who was very professional with her tone but still was slow in responding time to time and wouldn't answer the direct question askedThe technicians called right in front of my eyes every time when they change parts and still were not able to bring the machine back to life, I don't know how many operations have been done alreadyWhat I know is that every single part of the computer has been changed where some of them have been changed numerous times and only the casing is the original piece left in the newly replaced Dell systemStill seeking resolution and justice from Dell and still loyal to them in regards to any payments and or hardware I use is purchased from Dell on my DPAI hope Dell's senior management is able to take action to prevent such events from such iterations I am in SOS state at this very moment and seek resolution and justice for my patience and loyalty with DellThank you Revdex.com for their support and concerns in regards to my issue with Dell Regards, [redacted]