Complaint: [redacted] I am rejecting this response because: repairing the tablet is only half the issueIt is not capable of reading my hard drives as I was continually told it would be able to do soThe respondent was not interested in resolving my case and is taking advantage of the fact that i'm terninally ill and do not have the time to fix itshe made up her mind prior to ever talking with me and is completely unwilling to compromiseShe stated that she didn't have a supervisor and began yelling at meshe has been conducting business for Dell in a completely unprofessional behaviorhonestly, I can't afford to buy another computer that will allow me to finish my genealogyThey wouldn't be out anything if they accepted my offerin fact they would receive more funds as the two in one is more expensiveBut again [redacted] is completely unwilling to negotiate and is handling this matter in an arrogant unprofessional manner Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:After a month of no action, only apologies, and an hour on the phone with customer service yesterday, the call was ended with "I am sorryI will note your feedback." I placed this order for the Nikon D5300, prior to my son's high school awards and graduation ceremonies I order this camera because mine failed shortly before these events and I needed one ASAP They showed the item in stock and ready to ship and I could receive it in time for the event After two phone calls and finally realizing it was on back-order, I suggested the Dreplacement Each time I suggested that, I was ignored, as if I had never said even suggested such Finally, after missing the awards ceremony, I requested to cancel my order so I could purchase the camera elsewhere and be able to use it during his graduation ceremony At this point I was told I could not cancel the order, I could only wait and return it once it was delivered Since the camera costs $600, I was not willing to take the chance (an could not afford the extra cost either) of Dell not allowing me to return it if I purchase one from another store I continued to wait, not receiving the order in time for either event, the main reason I purchased this camera in the first place It was not until I filed the complaint with Revdex.com that I even received notification that my camera was even being shipped Now, after over a month, the extra cost for overnight shipping (that did not happen), time and frustration spent trying to understand and resolve the issue, and having to file a complaint with Revdex.com, all I get is "I'm sorry I will note your feedback." This is how a loyal decade plus customer is treated I am appalled by the company's actions and responses and reject their efforts to "smooth this over" with only an apology! Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I was told on January 15th I would receive a refund I still have not received a refund to my debit card as method of payment, and when I call to check on it, they don't know anything about it and keep saying they will call me back No one has ever called me back I've been going in circles like this with this ridiculous company for over months This computer arrived defective and was returned immediately They owe me over $ I can't afford to throw away $ Please help me Regards, [redacted] ***
Tell uDear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customerThe representative has communicated with the customer that Dell has agreed to repair the systemDuring the re-evaluation it appears the LCD screen has been cleaned prior to returning the system to DellDell depot took the system apart and did not find liquid inside the systemAt this time a part backlog has affected the repairThe representative will update the customer once return shipping information is availableThe customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] s why here
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell realizes situations such as this can be disappointing for our customers; we truly do apologizePlease 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 errorsIn fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell” We appreciate the customer taking the time to bring this observation to our attentionWe are sorry, but we are unable to honor the wrong price and must respectfully deny the requestSincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I requested a refund as Dell did not repair the laptop adequatelyI've only had the laptop mo's and I've had to send it back for repairs already Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by telephone and e-mail to discuss her concerns To date, the customer has not responded to the follcontact attempts Should the customer still need assistance, 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
Complaint: [redacted] I am rejecting this response because:We have not been able to use this laptop since purchase reallyWhat Dell is saying is that they don't care if that laptop gets sent back and forth for the rest of its lifetimeI cannot accept that especially for the fact that they are taking me for a ride hereWe have sent it back twice already after an IT guy had remoted into the machine for hours, and both times it came back with a repair slip that said that a new hard drive was installedWhen we try to turn it on and it says again, apparently after repair: no bootable devicesWe run diagnostics (Fand F12) and both came back saying hard drive not detectedDo I really have to waste my time to send it back and forth and pay for a machine I cannot use? This is really a case for an attorneyI am sure Dell has the discretion to exchange this lemon or refund but Dell has become a horrible company, righteous and with horrible customer serviceAny other company would have made good on this a long time agoEvery phone call to Dell, every sending back the dysfunctional laptop costs us hours of our time, not even mentioning that I am paying hundreds of dollars for a product we have not been able to use or maybe will be able to utilizeReferring to their "rules and regulations" is an insult and I will not accept itI work with CSC (Computer Science Corporation) as an Executive Assistant and this stubborn behavior and reckless customer support Dell is clearly showing to members of the their industry will in the long run have effects on their salesAccording to complaints of similar nature, Dell is destroying their once reputable history in their businessWho would buy a Dell knowing that these kind of problems cannot be resolved in an honorable way by a large company like DellVery disappointing.I would like to continue accepting better offers from DellSending it back a 3rd time is not acceptable to me other than for a full refund to get Dell and this issue out of my life for good Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, [redacted] , contacted the customer and authorized the exchange systemThe representative confirmed receipt and explained the customer will need to return the old unitThe customer requested a box be sent and the representative explained Dell does not have the ability to ship a box to her but to reuse the one she received or she can purchase one locallyPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] -*** Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has authorized the return of the Canon printer with a full refund going back to the customer We certainly do apologize for the negative experience the customer has outlined in her complaint However, we do appreciate the Revdex.com bringing the customer and Dell together so we could resolve this matter for our customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , has spoken with Ms [redacted] and offered depot service to evaluate the physical damage to the system, however; Ms [redacted] declined and requested no further contact We regret any dissatisfaction Ms [redacted] 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell position remains unchanged and finalThe customer has been flagged as a reseller which is different than a retailerCustomers’ history shows the pattern that is used to flag an account as resellerThis information has been provided to the customer during the resolver’s conversationDell moves to close the complaintOur representative may be contacted directly by e-mail at [redacted] @DELL.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: It is not that I don't wish to talk to Dell it is that I absolutely don't want to talk to [redacted] Also they aren't going to fix my keyboard that their techs broke, [redacted] has sent me an email twice now saying they won't pay for an onsite technician Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Customer expressed dissatisfaction with Dell service and support and wants a replacement with no-cost warranty extensionWe 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 the Limited Hardware Warranty www.Dell.com/Warranty and in the interest of customer satisfaction, processed a replacementHowever, customer’s request for a no-cost warranty extension was respectfully deniedDell records indicate the replacement was delivered on April 10, under FedEx tracking number [redacted] Our representative also followto confirm resolutionShould the customer have any additional concerns regarding this case, 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: the item wasn't shipped before Chriatmas as promisedI also just found out that I will be loosing half of the rewards I would have received because they canceled the order and it was replaced at a time when rewards are only 5% instead of 10%At this time my son is not having any trouble with the laptop but the sales services we received were less then acceptableI would like to see in writing the reason the order was cancelled in the first place, the reason it was not shipped and an apology I would also like to have my orginal 10% in rewardsI've gotten nothing but excuses Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concerns and explained the terms of saleOur representative informed him that the order was canceled due to pricing error and cannot be reinstated [redacted] Please note that Dell strives to communicate accurate pricing and product information but will not be held responsible for any pricing, typographical, or other errors in such communicationsIn the interest of customer satisfaction, our representative offered to place a new order at a discounted price; however, Mr [redacted] elected not to accept our offer of assistanceWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I might add that the experience with Dell has been incredibly negative and reflects poor customer service and warranty support A week ago [redacted] James aggressively denied the warranty/tech support I had paid for and refused the very settlement received today having canceled my existing paid support! The only reason they made this offer today was that I filed this second complaint with you, the Revdex.com! Thank you for being available as an advocate for consumers Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Also, I did respond to an email from the company representative confirming that I received the repaired computer Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Dell representative, [redacted] , is working with the customer to achieve an amicable resolution for their concernsIn the interest of customer satisfaction, product return was offered; however, the customer has not yet responded with their decisionShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at [redacted] _ [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: The business has time and time again disregarded common sense solutions I sent my system in once and they had it for days They are asking me to do the same thing again I reasonably requested that Dell provide a loaner system during this period so that I would not be out of a computer They declined I also indicated that, since this is the FIFTH time they have attempted a solution, if the solution fails if they could replace it with another model They declined They have also declined a refund for this lemon computer Terrible customer service Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: repairing the tablet is only half the issueIt is not capable of reading my hard drives as I was continually told it would be able to do soThe respondent was not interested in resolving my case and is taking advantage of the fact that i'm terninally ill and do not have the time to fix itshe made up her mind prior to ever talking with me and is completely unwilling to compromiseShe stated that she didn't have a supervisor and began yelling at meshe has been conducting business for Dell in a completely unprofessional behaviorhonestly, I can't afford to buy another computer that will allow me to finish my genealogyThey wouldn't be out anything if they accepted my offerin fact they would receive more funds as the two in one is more expensiveBut again [redacted] is completely unwilling to negotiate and is handling this matter in an arrogant unprofessional manner Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:After a month of no action, only apologies, and an hour on the phone with customer service yesterday, the call was ended with "I am sorryI will note your feedback." I placed this order for the Nikon D5300, prior to my son's high school awards and graduation ceremonies I order this camera because mine failed shortly before these events and I needed one ASAP They showed the item in stock and ready to ship and I could receive it in time for the event After two phone calls and finally realizing it was on back-order, I suggested the Dreplacement Each time I suggested that, I was ignored, as if I had never said even suggested such Finally, after missing the awards ceremony, I requested to cancel my order so I could purchase the camera elsewhere and be able to use it during his graduation ceremony At this point I was told I could not cancel the order, I could only wait and return it once it was delivered Since the camera costs $600, I was not willing to take the chance (an could not afford the extra cost either) of Dell not allowing me to return it if I purchase one from another store I continued to wait, not receiving the order in time for either event, the main reason I purchased this camera in the first place It was not until I filed the complaint with Revdex.com that I even received notification that my camera was even being shipped Now, after over a month, the extra cost for overnight shipping (that did not happen), time and frustration spent trying to understand and resolve the issue, and having to file a complaint with Revdex.com, all I get is "I'm sorry I will note your feedback." This is how a loyal decade plus customer is treated I am appalled by the company's actions and responses and reject their efforts to "smooth this over" with only an apology! Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I was told on January 15th I would receive a refund I still have not received a refund to my debit card as method of payment, and when I call to check on it, they don't know anything about it and keep saying they will call me back No one has ever called me back I've been going in circles like this with this ridiculous company for over months This computer arrived defective and was returned immediately They owe me over $ I can't afford to throw away $ Please help me Regards, [redacted] ***
Tell uDear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customerThe representative has communicated with the customer that Dell has agreed to repair the systemDuring the re-evaluation it appears the LCD screen has been cleaned prior to returning the system to DellDell depot took the system apart and did not find liquid inside the systemAt this time a part backlog has affected the repairThe representative will update the customer once return shipping information is availableThe customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] s why here
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell realizes situations such as this can be disappointing for our customers; we truly do apologizePlease 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 errorsIn fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell” We appreciate the customer taking the time to bring this observation to our attentionWe are sorry, but we are unable to honor the wrong price and must respectfully deny the requestSincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I requested a refund as Dell did not repair the laptop adequatelyI've only had the laptop mo's and I've had to send it back for repairs already Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by telephone and e-mail to discuss her concerns To date, the customer has not responded to the follcontact attempts Should the customer still need assistance, 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
Complaint: [redacted] I am rejecting this response because:We have not been able to use this laptop since purchase reallyWhat Dell is saying is that they don't care if that laptop gets sent back and forth for the rest of its lifetimeI cannot accept that especially for the fact that they are taking me for a ride hereWe have sent it back twice already after an IT guy had remoted into the machine for hours, and both times it came back with a repair slip that said that a new hard drive was installedWhen we try to turn it on and it says again, apparently after repair: no bootable devicesWe run diagnostics (Fand F12) and both came back saying hard drive not detectedDo I really have to waste my time to send it back and forth and pay for a machine I cannot use? This is really a case for an attorneyI am sure Dell has the discretion to exchange this lemon or refund but Dell has become a horrible company, righteous and with horrible customer serviceAny other company would have made good on this a long time agoEvery phone call to Dell, every sending back the dysfunctional laptop costs us hours of our time, not even mentioning that I am paying hundreds of dollars for a product we have not been able to use or maybe will be able to utilizeReferring to their "rules and regulations" is an insult and I will not accept itI work with CSC (Computer Science Corporation) as an Executive Assistant and this stubborn behavior and reckless customer support Dell is clearly showing to members of the their industry will in the long run have effects on their salesAccording to complaints of similar nature, Dell is destroying their once reputable history in their businessWho would buy a Dell knowing that these kind of problems cannot be resolved in an honorable way by a large company like DellVery disappointing.I would like to continue accepting better offers from DellSending it back a 3rd time is not acceptable to me other than for a full refund to get Dell and this issue out of my life for good Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, [redacted] , contacted the customer and authorized the exchange systemThe representative confirmed receipt and explained the customer will need to return the old unitThe customer requested a box be sent and the representative explained Dell does not have the ability to ship a box to her but to reuse the one she received or she can purchase one locallyPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] -*** Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has authorized the return of the Canon printer with a full refund going back to the customer We certainly do apologize for the negative experience the customer has outlined in her complaint However, we do appreciate the Revdex.com bringing the customer and Dell together so we could resolve this matter for our customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , has spoken with Ms [redacted] and offered depot service to evaluate the physical damage to the system, however; Ms [redacted] declined and requested no further contact We regret any dissatisfaction Ms [redacted] 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell position remains unchanged and finalThe customer has been flagged as a reseller which is different than a retailerCustomers’ history shows the pattern that is used to flag an account as resellerThis information has been provided to the customer during the resolver’s conversationDell moves to close the complaintOur representative may be contacted directly by e-mail at [redacted] @DELL.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: It is not that I don't wish to talk to Dell it is that I absolutely don't want to talk to [redacted] Also they aren't going to fix my keyboard that their techs broke, [redacted] has sent me an email twice now saying they won't pay for an onsite technician Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Customer expressed dissatisfaction with Dell service and support and wants a replacement with no-cost warranty extensionWe 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 the Limited Hardware Warranty www.Dell.com/Warranty and in the interest of customer satisfaction, processed a replacementHowever, customer’s request for a no-cost warranty extension was respectfully deniedDell records indicate the replacement was delivered on April 10, under FedEx tracking number [redacted] Our representative also followto confirm resolutionShould the customer have any additional concerns regarding this case, 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: the item wasn't shipped before Chriatmas as promisedI also just found out that I will be loosing half of the rewards I would have received because they canceled the order and it was replaced at a time when rewards are only 5% instead of 10%At this time my son is not having any trouble with the laptop but the sales services we received were less then acceptableI would like to see in writing the reason the order was cancelled in the first place, the reason it was not shipped and an apology I would also like to have my orginal 10% in rewardsI've gotten nothing but excuses Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concerns and explained the terms of saleOur representative informed him that the order was canceled due to pricing error and cannot be reinstated [redacted] Please note that Dell strives to communicate accurate pricing and product information but will not be held responsible for any pricing, typographical, or other errors in such communicationsIn the interest of customer satisfaction, our representative offered to place a new order at a discounted price; however, Mr [redacted] elected not to accept our offer of assistanceWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I might add that the experience with Dell has been incredibly negative and reflects poor customer service and warranty support A week ago [redacted] James aggressively denied the warranty/tech support I had paid for and refused the very settlement received today having canceled my existing paid support! The only reason they made this offer today was that I filed this second complaint with you, the Revdex.com! Thank you for being available as an advocate for consumers Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Also, I did respond to an email from the company representative confirming that I received the repaired computer Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Dell representative, [redacted] , is working with the customer to achieve an amicable resolution for their concernsIn the interest of customer satisfaction, product return was offered; however, the customer has not yet responded with their decisionShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at [redacted] _ [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: The business has time and time again disregarded common sense solutions I sent my system in once and they had it for days They are asking me to do the same thing again I reasonably requested that Dell provide a loaner system during this period so that I would not be out of a computer They declined I also indicated that, since this is the FIFTH time they have attempted a solution, if the solution fails if they could replace it with another model They declined They have also declined a refund for this lemon computer Terrible customer service Regards, [redacted] ***