Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr [redacted] expressed dissatisfaction with communication and processing expectations for his Dell orderWe regret any dissatisfaction he may have experienced and appreciate the feedback providedSince the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concernsSubsequently, his order has been delivered and, for customer satisfaction reasons, a concession coupon was provided that Mr [redacted] can use toward a future Dell purchaseWe ask that Mr [redacted] contact our representative should there be any further questions regarding this matter Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situationThe representative has confirmed a replacement has been authorized and we show that it has been deliveredPlease have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter Sincerely Advanced Resolution Group Incident [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 requested additional informationHowever; the customer declined to provide the informationOur representative remains available should the customer change his mindSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has, in the interest of customer satisfaction, provided the customer with a Dell Coupon to use toward their next Dell purchase [redacted] has apologized for any disappointment or inconvenience this matter may have caused her Additionally, the representative made clear to our customer that we understand it is discouraging for our customers when we are unable to meet the supply and demand of a particular promotion The promotion Ms [redacted] is referring generated a tremendous volume of customers at the launch; far exceeding our expectations, ultimately selling out quite quickly This is the very reason why Dell has a disclaimer on our website which informs potential customers, prices and promotions are subject to change without notice We do hope Ms [redacted] appreciates the coupon Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, As Dell’s stance in this matter remains unchanged, no further attempt will be made to contact the customerOur records indicate the credit was applied to the customers Dell Preferred Account on 1/3/If the customer has any further questions about her Dell Preferred Account credit we suggest she contact them at ###-###-####Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Dell representative [redacted] contacted Mr [redacted] to assist in resolving the issues reported in his complaintOur representative issued a Credit Return Authorization (CRA) for the headsetOnce the headset is received at Dell; the CRA will be processed and the refund applied to Mr [redacted] ’s accountOur representative may be reached at [redacted] @dell.comSincerely, Dell Advanced Resolution Team
Today’s Date: 02/07/2017Dear 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, Mr [redacted] , to address the contents of their correspondenceAt this time the agent has advised the customer the matter has been addressedDell 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] _ [redacted] @Dell.com with any other questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerAs 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 Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** [redacted] Thank you for providing a copy of the customer’s submission Dell representative, [redacted] and the customer worked together to resolve the tech issues for the customer [redacted] had arranged a Dell Depot repair and the repaired system has been shipped back to the customer The customer had another system they needed assistance with so [redacted] had authorized a Dell Depot repair for this system as well The system was repaired by the Dell Depot and delivered back to the end user on 07/17/ The customer has [redacted] ’s contact information should they need further assistance with their computers regarding this matter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:the company in question committed fraud in order to keep a sale (strait up lying to me multiple times about what the computer was able to run)because of my trusting that a company I was buying a product from would not do something illegal (like lie strait to my face in order to keep a sale) I ended up spending countless hours and over $fighting to get windows installed on the system only to be told that I was lied toand then to be told that the only way I would be reimbursed for the money and time I wasted because of their illegal activities was if I kept the system or bought something else from them (BTW that is called extortion, if I'm not mistaken, and is also illegal)I only bought the system because I believed that it could run windows 7, so telling me that I have to keep something that can't do what I need it to in order to get reimbursement for time and money I wouldn't have spent if Dell had just told the truth to begin with is wrongAnd if the Dell really doesn't do reimbursements then how come I have an email from a Dell representative stating that If I keep the computer Dell would reimburse me $100? Also the coupon that I was offered was for less then half of the amount that I was forced to spend and it was only for Dell and had an expiration dateThat is a major slap to the face for any customer who has been illegally wronged by a company and treated like dirt afterwardsThe company has also avoided giving any semblance of an apology to me for their illegal treatment of me and perpetually ignored all requests other than the return during most of the communications betweenIf they can't even admit when they've done something wrong (especially when it's against the law and documented) I will never be buying from them again and will actively encourage others to never buy from them again either Also FYI to the company, I am currently starting legal procedures so if this is not resolved soon it will be going to court Regards, [redacted]
A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative has requested Dell centric information, such as, Service Tag#, or Express Service CodePlease have him contact our representative directly via e-mail at [redacted] @Dell.com with requested information to avoid further delays in this matter
Complaint: [redacted] I am rejecting this response because: continuing your streak of dismal customer support, you have hit a new lowCongratulationsThe replacement monitor is also defectivePlease see attached imageI will send both the monitors back, please offer dell credit or something like that so that I can get out this hell hole called dell support and move on with my lifeI fully understand you are all just dell employees(I mean no disrespect to the humans who happen to be working at dell), but please understand my frustration Regards, [redacted]
Complaint: [redacted] I am rejecting this response because the company still says my laptop is out of warrantyafter I received your last email they called me and again we went in circlesi did send their quote to my insurance company and if they except their quote I will send it in to them to repairi still feel I am in the right on this matter but they won't budge either so it's a drawso to save you time I withdraw my complaintnot that I want to but because you can't fight a big corp like dell thank you for your time and effort on this matter Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:"His request for replacement Product Key was respectfully denied" does not reflect what I had saidI said that I was not given a Microsoft Office Home and Business product key in the original packaging (I would have kept this as I have also kept my invoice, manuals and order information)out of Dell employees said that it WAS possible to retrieve this key and I know this IS POSSIBLE because of a Dell computer that was just purchased with a bad product key that was eventually replaced after three days of callingI know, for this reason, as resolution is possible and that Dell is being deceitful Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***Our representative, ***, contacted Ms [redacted] and, per the terms and conditions of the Dell Limited Warranty, respectfully denied her request for a system exchangeHowever; depot service was dispatched and our records indicate the system has been repaired and delivered to Ms***We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants the product replaced or a refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the Terms of Sale, Limited hardware Warranty, and the Return PolicyOur representative also provided technical assistance and confirmed that the product was functioning properlyTheir request for product replacement or refund was respectfully deniedShould Mr [redacted] have any additional concerns regarding this case, he 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, Dell records show that in November the customer spoke with a representative and DPID- [redacted] and noticed that the Corel PDF and HDD were cancelled, a new order DPID- [redacted] at which time the representative had the customer review the details where it also showed the software was not included and she was not chargedAt that time the customer also confirmed she received the $couponDell has addressed every concern and has moved to close the complaintSincerely Advanced Resolution Group Incident [redacted] Dell
Complaint: [redacted] I am rejecting this response because they did not try to offer any solutions to the problem that a low-level technician hadn't already saidThey are unwilling to admit and clean up their own mistake and are hiding behind their rules and policies in order to NOT solve the true problem that I complained about over a year agoDELL sold me a defective laptop that has caused me problems since the very first time I turned it on; however, since it was bought in November as a Christmas present and I didn't get to open it until over days later, in January, I wasn't allowed to return the defective product for a refund Since the first phone call I made, over a year ago, DELL has never been willing to help me by replacing my laptop or refunding my moneyThe "special one-time offer" that the rep mentioned in the e-mail is a lieI had already been told that the cost would be about $to get the part fixed, and then they would refund about $of that cost if the screen didn't also need to be repaired/replaced (which it doesn't) - so that comes to about $for the costs after the refund The rep on the phone made a big deal about a "one-time deal" which would make the cost to me about $for fixing the problem He lied to me on the phone about this "deal" and refused to acknowledge the fact that he wasn't making me any special offer that I hadn't already been told is the PROCEDURE as explained by a low-level Dell phone rep earlier that weekI don't understand why a huge corporation like DELL is so unwilling to just refund a few hundred dollars in order to make up for selling a defective productIt boggles my mind that they pretend to have any customer service whatsoever, while just hiding behind their policies and refusing to do anything to actually make a difference in this situation Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submission The customer is contacting the Revdex.com about a pricing error on Dell’s website regarding the Dell E310DW Printer The incorrect price was showing as $instead of the correct price of $ Once Dell discovered the mistake, the links were disabled and any orders that may have been placed were canceled by Dell Dell realizes situations such as this can be disappointing for our customers Please understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errors In fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell and reserves the right to cancel any orders resulting from such errors." We appreciate the customer taking the time to bring this observation to our attention Our merchandizing team is aware of this pricing error Dell is unable to honor the wrong price and must respectfully deny any request we may encounter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer repaired We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records indicate the original computer order was purchased with a one year warranty which expired on October 26, Out of fairness to Dell customers who purchase warranty extensions, Dell will not offer free out of warranty support Dell policy would require our representatives to log all calls received, however without account information, we would be unable to log the call or process an outbound call to follow up with a customer In order to receive warranty support, it is necessary for a customer to contact Dell with the service tag or other customer information so that our representatives can diagnose the technical issues and provide support Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative reviewed the customer account logs and was unable to locate any calls to Dell related to the technical issue prior to December, 2016, after the warranty had expired As a one-time exception for customer satisfaction reasons, our representative offered a discount to the out of warranty repairs which the customer declined Should the customer reconsider and want to accept the representative’s offer, we ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr [redacted] expressed dissatisfaction with communication and processing expectations for his Dell orderWe regret any dissatisfaction he may have experienced and appreciate the feedback providedSince the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concernsSubsequently, his order has been delivered and, for customer satisfaction reasons, a concession coupon was provided that Mr [redacted] can use toward a future Dell purchaseWe ask that Mr [redacted] contact our representative should there be any further questions regarding this matter Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situationThe representative has confirmed a replacement has been authorized and we show that it has been deliveredPlease have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter Sincerely Advanced Resolution Group Incident [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 requested additional informationHowever; the customer declined to provide the informationOur representative remains available should the customer change his mindSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has, in the interest of customer satisfaction, provided the customer with a Dell Coupon to use toward their next Dell purchase [redacted] has apologized for any disappointment or inconvenience this matter may have caused her Additionally, the representative made clear to our customer that we understand it is discouraging for our customers when we are unable to meet the supply and demand of a particular promotion The promotion Ms [redacted] is referring generated a tremendous volume of customers at the launch; far exceeding our expectations, ultimately selling out quite quickly This is the very reason why Dell has a disclaimer on our website which informs potential customers, prices and promotions are subject to change without notice We do hope Ms [redacted] appreciates the coupon Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, As Dell’s stance in this matter remains unchanged, no further attempt will be made to contact the customerOur records indicate the credit was applied to the customers Dell Preferred Account on 1/3/If the customer has any further questions about her Dell Preferred Account credit we suggest she contact them at ###-###-####Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Dell representative [redacted] contacted Mr [redacted] to assist in resolving the issues reported in his complaintOur representative issued a Credit Return Authorization (CRA) for the headsetOnce the headset is received at Dell; the CRA will be processed and the refund applied to Mr [redacted] ’s accountOur representative may be reached at [redacted] @dell.comSincerely, Dell Advanced Resolution Team
Today’s Date: 02/07/2017Dear 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, Mr [redacted] , to address the contents of their correspondenceAt this time the agent has advised the customer the matter has been addressedDell 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] _ [redacted] @Dell.com with any other questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerAs 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 Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** [redacted] Thank you for providing a copy of the customer’s submission Dell representative, [redacted] and the customer worked together to resolve the tech issues for the customer [redacted] had arranged a Dell Depot repair and the repaired system has been shipped back to the customer The customer had another system they needed assistance with so [redacted] had authorized a Dell Depot repair for this system as well The system was repaired by the Dell Depot and delivered back to the end user on 07/17/ The customer has [redacted] ’s contact information should they need further assistance with their computers regarding this matter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:the company in question committed fraud in order to keep a sale (strait up lying to me multiple times about what the computer was able to run)because of my trusting that a company I was buying a product from would not do something illegal (like lie strait to my face in order to keep a sale) I ended up spending countless hours and over $fighting to get windows installed on the system only to be told that I was lied toand then to be told that the only way I would be reimbursed for the money and time I wasted because of their illegal activities was if I kept the system or bought something else from them (BTW that is called extortion, if I'm not mistaken, and is also illegal)I only bought the system because I believed that it could run windows 7, so telling me that I have to keep something that can't do what I need it to in order to get reimbursement for time and money I wouldn't have spent if Dell had just told the truth to begin with is wrongAnd if the Dell really doesn't do reimbursements then how come I have an email from a Dell representative stating that If I keep the computer Dell would reimburse me $100? Also the coupon that I was offered was for less then half of the amount that I was forced to spend and it was only for Dell and had an expiration dateThat is a major slap to the face for any customer who has been illegally wronged by a company and treated like dirt afterwardsThe company has also avoided giving any semblance of an apology to me for their illegal treatment of me and perpetually ignored all requests other than the return during most of the communications betweenIf they can't even admit when they've done something wrong (especially when it's against the law and documented) I will never be buying from them again and will actively encourage others to never buy from them again either Also FYI to the company, I am currently starting legal procedures so if this is not resolved soon it will be going to court Regards, [redacted]
A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative has requested Dell centric information, such as, Service Tag#, or Express Service CodePlease have him contact our representative directly via e-mail at [redacted] @Dell.com with requested information to avoid further delays in this matter
Complaint: [redacted] I am rejecting this response because: continuing your streak of dismal customer support, you have hit a new lowCongratulationsThe replacement monitor is also defectivePlease see attached imageI will send both the monitors back, please offer dell credit or something like that so that I can get out this hell hole called dell support and move on with my lifeI fully understand you are all just dell employees(I mean no disrespect to the humans who happen to be working at dell), but please understand my frustration Regards, [redacted]
Complaint: [redacted] I am rejecting this response because the company still says my laptop is out of warrantyafter I received your last email they called me and again we went in circlesi did send their quote to my insurance company and if they except their quote I will send it in to them to repairi still feel I am in the right on this matter but they won't budge either so it's a drawso to save you time I withdraw my complaintnot that I want to but because you can't fight a big corp like dell thank you for your time and effort on this matter Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:"His request for replacement Product Key was respectfully denied" does not reflect what I had saidI said that I was not given a Microsoft Office Home and Business product key in the original packaging (I would have kept this as I have also kept my invoice, manuals and order information)out of Dell employees said that it WAS possible to retrieve this key and I know this IS POSSIBLE because of a Dell computer that was just purchased with a bad product key that was eventually replaced after three days of callingI know, for this reason, as resolution is possible and that Dell is being deceitful Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***Our representative, ***, contacted Ms [redacted] and, per the terms and conditions of the Dell Limited Warranty, respectfully denied her request for a system exchangeHowever; depot service was dispatched and our records indicate the system has been repaired and delivered to Ms***We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants the product replaced or a refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the Terms of Sale, Limited hardware Warranty, and the Return PolicyOur representative also provided technical assistance and confirmed that the product was functioning properlyTheir request for product replacement or refund was respectfully deniedShould Mr [redacted] have any additional concerns regarding this case, he 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, Dell records show that in November the customer spoke with a representative and DPID- [redacted] and noticed that the Corel PDF and HDD were cancelled, a new order DPID- [redacted] at which time the representative had the customer review the details where it also showed the software was not included and she was not chargedAt that time the customer also confirmed she received the $couponDell has addressed every concern and has moved to close the complaintSincerely Advanced Resolution Group Incident [redacted] Dell
Complaint: [redacted] I am rejecting this response because they did not try to offer any solutions to the problem that a low-level technician hadn't already saidThey are unwilling to admit and clean up their own mistake and are hiding behind their rules and policies in order to NOT solve the true problem that I complained about over a year agoDELL sold me a defective laptop that has caused me problems since the very first time I turned it on; however, since it was bought in November as a Christmas present and I didn't get to open it until over days later, in January, I wasn't allowed to return the defective product for a refund Since the first phone call I made, over a year ago, DELL has never been willing to help me by replacing my laptop or refunding my moneyThe "special one-time offer" that the rep mentioned in the e-mail is a lieI had already been told that the cost would be about $to get the part fixed, and then they would refund about $of that cost if the screen didn't also need to be repaired/replaced (which it doesn't) - so that comes to about $for the costs after the refund The rep on the phone made a big deal about a "one-time deal" which would make the cost to me about $for fixing the problem He lied to me on the phone about this "deal" and refused to acknowledge the fact that he wasn't making me any special offer that I hadn't already been told is the PROCEDURE as explained by a low-level Dell phone rep earlier that weekI don't understand why a huge corporation like DELL is so unwilling to just refund a few hundred dollars in order to make up for selling a defective productIt boggles my mind that they pretend to have any customer service whatsoever, while just hiding behind their policies and refusing to do anything to actually make a difference in this situation Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submission The customer is contacting the Revdex.com about a pricing error on Dell’s website regarding the Dell E310DW Printer The incorrect price was showing as $instead of the correct price of $ Once Dell discovered the mistake, the links were disabled and any orders that may have been placed were canceled by Dell Dell realizes situations such as this can be disappointing for our customers Please understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errors In fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell and reserves the right to cancel any orders resulting from such errors." We appreciate the customer taking the time to bring this observation to our attention Our merchandizing team is aware of this pricing error Dell is unable to honor the wrong price and must respectfully deny any request we may encounter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer repaired We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records indicate the original computer order was purchased with a one year warranty which expired on October 26, Out of fairness to Dell customers who purchase warranty extensions, Dell will not offer free out of warranty support Dell policy would require our representatives to log all calls received, however without account information, we would be unable to log the call or process an outbound call to follow up with a customer In order to receive warranty support, it is necessary for a customer to contact Dell with the service tag or other customer information so that our representatives can diagnose the technical issues and provide support Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative reviewed the customer account logs and was unable to locate any calls to Dell related to the technical issue prior to December, 2016, after the warranty had expired As a one-time exception for customer satisfaction reasons, our representative offered a discount to the out of warranty repairs which the customer declined Should the customer reconsider and want to accept the representative’s offer, we ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc