Complaint: [redacted] I am rejecting this response because: I am rejecting his because I was promised by a representative for the warranty coverage at that cost [redacted] asked me if she could cancel it and said it was her only option however I had another rep tell me months ago it could be processed with no problemI want what I was promisedNot a bully trying to force me into there only optionTerrible business and not willing to work with me the customer at allEven though I was promised already Regards, [redacted]
Thank you for providing a copy of the customer’s follsubmissionA Dell representative will be assigned to this case shortly and they will contact the customer to address the contents of their follcorrespondence
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 The customer has confirmed with [redacted] that they have received their reward points Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered on July 14, under FedEx tracking# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @dell.com, in case Mr [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 submissionA Dell representative worked with the customer to get the order releasedOur records indicate it has been delivered July under Federal Express tracking [redacted] Should the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID: [redacted] Dell
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative contacted the customer regarding the issues described in her correspondencePer the out of warranty status of the system, our representative respectfully denied the customer’s request for free support and advised that all support will be fee basedThe customer declined and requested no further contact from Dell We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative remains available and may be contacted directly via email at [redacted] @Dell.comSincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback Parts used to replace failed parts covered under Dell’s Limited Hardware Warranty that are opened and tested prior to being sent to an on-site technician must be labeled “refurbished” even if they have never been used Further, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or units, as described in the warranty terms Dell has a thirty (30) day Return Period and, as the order invoiced during July, 2016, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues The customer declined this assistance and requested a refund, which our representative denied We remain available to assist the customer under the terms and conditions of the warranty including troubleshooting and processing another service dispatch, or by having the customer send the computer to Dell’s Repair Depot for analysis and repairShould the customer reconsider and want assistance, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this ***er.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Today’s Date: 08/10/Dear 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, [redacted] , to address the contents of their correspondenceAt this time the agent continues to work with the customer and is pending a responseWe 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
Dear Revdex.com, Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with the performance of her computer following the service dispatch Since the date of the follsubmission, a Dell representative contacted the customer and provided assistance with software drivers which appears to have resolved the issue Our representative requested that the customer test the system and contact him should she encounter any issues and, to date, there has been no follresponse by the customer The customer may contact our representative at [redacted] _***@Dell.com for any further assistance she may need regarding this matter Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have provided Dell with evidence of what was included in my order as confirmed by Dell and as advertised on Dell’s website The Dell representative would not provide any evidence to the contrary Unless and until Dell can provide evidence, their statement is incorrect and unsubstantiated My assertion is supported by the contract attached which makes the following statement Dell 130-Watt 3-Prong AC Adapter with ft Power CordThe power cord is an integral part of being able to use the laptop charger, just like tires on a car I don't understand why they will not complete the order Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:The money has NOT been put back in my bank account!I checked right now!I was not happy being contacted and badgered about my complaint!I don't want a life history of explanations!I want my money!I sent their stuff back OVER TWO MONTHS AGO!!! Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Unfortunately, I could not reach [redacted] However, he did leave me messages I left a message with his secretary and also sent him an email, but in the last email I sent to [redacted] he did not responsedI do want to commend [redacted] , for his valiant efforts, accepting my emails however relluctantly at first In a couple of the emails I had to insist that I be heard First there was [redacted] 's suggestion that I should run a BIOS to update my refurbised computer , to resolve the overheating issues, or try calling Dell's Solutions Station which asked me to give them $239.00, because the reason I couldn't update my refurbished laptop was because of software issues, and their two week old refurbished laptop will never be able to update to Windows Needless to say, none of those answers went over big with meWhile I couldn't reach [redacted] , I am sure he personally supervised [redacted] in how to response to my emails There were times when [redacted] tried to slip in a reply to an email I had sent him, using the time difference in the early morning hours, hoping I wouldn't see it until after he went home for the day; but alas, I responded to those emails soon after they were sentMs [redacted] it's going to take some more time There were some circumstances that arose that neither Dell nor I wanted to see happen, they are as follows, My refurbished laptop is showing early stages of burning itself out, ( i.ea faint smell of smoke was detected by me when the fan runs warm, near the left side of the laptop near the air holes) When I put my headphones on to listen to a video, a loud piercing sound forced me to yank off my headphones, though I tried three other headphones the same loud noise resulted The loud piercing sound even occurred when I played Cd's I spent hours trying to update my refurbised laptop to Windows with Microsoft personnel, but all of their attempts proved useless, nothing worked Recently I realized, that the volume control did not perform at maximum loudness, and at times I had to straining my ears to hear the laptop when other external noises were presentIt's not easy to question others, because of the fear that the device may not behave with all of the symptoms during a quick repair session, but it's my gut instinct that my refurbished laptop has electrical issues which could pose a potential fire hazard Enough of my suspicions can be confirmed even during a quick inspection, for me to be confident enough to speak up now before it's to late I can't trust my refurbished laptop computer made by DellEnough said, it happened and nothing will be resolved trying to assess blame Dell Incand I have to make some decisionsMs [redacted] , Dell and I need to start over again, because there was some unforeseen circumstances which gives Dell and I another opportunity to work harder to achieve a complete resolutionHere's were we are: Ms [redacted] , Dell is willing to send me a box to pick up my refurbised computer for repairs [redacted] from Dell technical support had vowed to stick with me until all the problems are resolved [redacted] , I am willing to forgo the use of my laptop, no matter how long it will take to run a diagnostic test on the electrical system which should include the fan , processor, and motherboard [redacted] , I am willing to forgo Window for a fully functional laptop, so long as the reason the computer can't update isn't a sign of a hardware malfunction [redacted] , my only suggestion is don't Rush the diagnostic assessment of my laptop, because it's not a race Okay [redacted] , please monitor your repair technician, so they will realized how important these repairs are to me and your companyOkay, when I put my computer in the box, I am placing my hopes in it as wellAnd [redacted] , I know this might be hard for you, but things like this happens all the time in the real world, yet it's how we resolve our problems that makes us who and what we really are [redacted] , I am still inclined to put my trust in Dell Inc as a maker of quality brand computers, and I sincerely hope that the repairs that will be made to my laptop will reflect Dell Increputation, as being the best made computers on the market Regards, [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 recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has confirmed the support the customer received has resolved their issues Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
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 processed the customer’s refunds Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Even though the resolution provided is not satisfactory, I do not want to spend my time and energy anymore in pursuing this complaint when Dell has no real interest in making a customer satisfactory, after their own Representatives (not one, but everyone that I talked to) kept providing me with incorrect information - which in turn gave me a prolonged frustrationI spent several hours of my time in talking to these representatives who have no idea about their own company's policiesThe 10% cash back that is going to come in the form of a gift card truly is part of the order and it is nothing that is extended as a good gesture from Dell.Thanks to Revdex.com for taking effort in sending this to DellBut, Dell has just lost me as a customerI will be purchasing my next computer from a different company thanks to all these bitter experiences with Dell Regards, [redacted]
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell representative [redacted] has been in contact with Mr***We have offered to arrange a tech callback to troubleshoot or to send the system in to the depot for diagnosis which were declinedMr [redacted] has a history of using language that is not conducive of someone looking for assistances, we remain available to assist himWe do ask that Mr [redacted] remain professional when contacting Dell and to review the terms of his warrantywww.Dell.com/Warranty Per the terms of Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properlySince the date of the submission, a Dell representative contacted the customer and offered support, per the terms of the warranty, however, to date, the customer has refused to work with our technical representatives to perform diagnosticsDell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issueWe remain ready to assist the customer within the terms of the warranty and our other policiesSincerely [redacted] Advanced Resolution Group Incident ID [redacted] Dell
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI would still like to point out that this issue could have been resolved by the end of October if they had been a responsive pre-Revdex.com complaint Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I am rejecting his because I was promised by a representative for the warranty coverage at that cost [redacted] asked me if she could cancel it and said it was her only option however I had another rep tell me months ago it could be processed with no problemI want what I was promisedNot a bully trying to force me into there only optionTerrible business and not willing to work with me the customer at allEven though I was promised already Regards, [redacted]
Thank you for providing a copy of the customer’s follsubmissionA Dell representative will be assigned to this case shortly and they will contact the customer to address the contents of their follcorrespondence
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 The customer has confirmed with [redacted] that they have received their reward points Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered on July 14, under FedEx tracking# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @dell.com, in case Mr [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 submissionA Dell representative worked with the customer to get the order releasedOur records indicate it has been delivered July under Federal Express tracking [redacted] Should the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: I have emailed back numerous times Regards, [redacted] ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative contacted the customer regarding the issues described in her correspondencePer the out of warranty status of the system, our representative respectfully denied the customer’s request for free support and advised that all support will be fee basedThe customer declined and requested no further contact from Dell We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative remains available and may be contacted directly via email at [redacted] @Dell.comSincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback Parts used to replace failed parts covered under Dell’s Limited Hardware Warranty that are opened and tested prior to being sent to an on-site technician must be labeled “refurbished” even if they have never been used Further, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or units, as described in the warranty terms Dell has a thirty (30) day Return Period and, as the order invoiced during July, 2016, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues The customer declined this assistance and requested a refund, which our representative denied We remain available to assist the customer under the terms and conditions of the warranty including troubleshooting and processing another service dispatch, or by having the customer send the computer to Dell’s Repair Depot for analysis and repairShould the customer reconsider and want assistance, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this ***er.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Today’s Date: 08/10/Dear 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, [redacted] , to address the contents of their correspondenceAt this time the agent continues to work with the customer and is pending a responseWe 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
Dear Revdex.com, Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with the performance of her computer following the service dispatch Since the date of the follsubmission, a Dell representative contacted the customer and provided assistance with software drivers which appears to have resolved the issue Our representative requested that the customer test the system and contact him should she encounter any issues and, to date, there has been no follresponse by the customer The customer may contact our representative at [redacted] _***@Dell.com for any further assistance she may need regarding this matter Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have provided Dell with evidence of what was included in my order as confirmed by Dell and as advertised on Dell’s website The Dell representative would not provide any evidence to the contrary Unless and until Dell can provide evidence, their statement is incorrect and unsubstantiated My assertion is supported by the contract attached which makes the following statement Dell 130-Watt 3-Prong AC Adapter with ft Power CordThe power cord is an integral part of being able to use the laptop charger, just like tires on a car I don't understand why they will not complete the order Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:The money has NOT been put back in my bank account!I checked right now!I was not happy being contacted and badgered about my complaint!I don't want a life history of explanations!I want my money!I sent their stuff back OVER TWO MONTHS AGO!!! Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Unfortunately, I could not reach [redacted] However, he did leave me messages I left a message with his secretary and also sent him an email, but in the last email I sent to [redacted] he did not responsedI do want to commend [redacted] , for his valiant efforts, accepting my emails however relluctantly at first In a couple of the emails I had to insist that I be heard First there was [redacted] 's suggestion that I should run a BIOS to update my refurbised computer , to resolve the overheating issues, or try calling Dell's Solutions Station which asked me to give them $239.00, because the reason I couldn't update my refurbished laptop was because of software issues, and their two week old refurbished laptop will never be able to update to Windows Needless to say, none of those answers went over big with meWhile I couldn't reach [redacted] , I am sure he personally supervised [redacted] in how to response to my emails There were times when [redacted] tried to slip in a reply to an email I had sent him, using the time difference in the early morning hours, hoping I wouldn't see it until after he went home for the day; but alas, I responded to those emails soon after they were sentMs [redacted] it's going to take some more time There were some circumstances that arose that neither Dell nor I wanted to see happen, they are as follows, My refurbished laptop is showing early stages of burning itself out, ( i.ea faint smell of smoke was detected by me when the fan runs warm, near the left side of the laptop near the air holes) When I put my headphones on to listen to a video, a loud piercing sound forced me to yank off my headphones, though I tried three other headphones the same loud noise resulted The loud piercing sound even occurred when I played Cd's I spent hours trying to update my refurbised laptop to Windows with Microsoft personnel, but all of their attempts proved useless, nothing worked Recently I realized, that the volume control did not perform at maximum loudness, and at times I had to straining my ears to hear the laptop when other external noises were presentIt's not easy to question others, because of the fear that the device may not behave with all of the symptoms during a quick repair session, but it's my gut instinct that my refurbished laptop has electrical issues which could pose a potential fire hazard Enough of my suspicions can be confirmed even during a quick inspection, for me to be confident enough to speak up now before it's to late I can't trust my refurbished laptop computer made by DellEnough said, it happened and nothing will be resolved trying to assess blame Dell Incand I have to make some decisionsMs [redacted] , Dell and I need to start over again, because there was some unforeseen circumstances which gives Dell and I another opportunity to work harder to achieve a complete resolutionHere's were we are: Ms [redacted] , Dell is willing to send me a box to pick up my refurbised computer for repairs [redacted] from Dell technical support had vowed to stick with me until all the problems are resolved [redacted] , I am willing to forgo the use of my laptop, no matter how long it will take to run a diagnostic test on the electrical system which should include the fan , processor, and motherboard [redacted] , I am willing to forgo Window for a fully functional laptop, so long as the reason the computer can't update isn't a sign of a hardware malfunction [redacted] , my only suggestion is don't Rush the diagnostic assessment of my laptop, because it's not a race Okay [redacted] , please monitor your repair technician, so they will realized how important these repairs are to me and your companyOkay, when I put my computer in the box, I am placing my hopes in it as wellAnd [redacted] , I know this might be hard for you, but things like this happens all the time in the real world, yet it's how we resolve our problems that makes us who and what we really are [redacted] , I am still inclined to put my trust in Dell Inc as a maker of quality brand computers, and I sincerely hope that the repairs that will be made to my laptop will reflect Dell Increputation, as being the best made computers on the market Regards, [redacted]
Thank you for the letter from [redacted] Our representative has attempted to contact the customer concerning the contents
Complaint: [redacted] I am rejecting this response because: I followed up with address information on email Regards, [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 recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has confirmed the support the customer received has resolved their issues Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
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 processed the customer’s refunds Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Even though the resolution provided is not satisfactory, I do not want to spend my time and energy anymore in pursuing this complaint when Dell has no real interest in making a customer satisfactory, after their own Representatives (not one, but everyone that I talked to) kept providing me with incorrect information - which in turn gave me a prolonged frustrationI spent several hours of my time in talking to these representatives who have no idea about their own company's policiesThe 10% cash back that is going to come in the form of a gift card truly is part of the order and it is nothing that is extended as a good gesture from Dell.Thanks to Revdex.com for taking effort in sending this to DellBut, Dell has just lost me as a customerI will be purchasing my next computer from a different company thanks to all these bitter experiences with Dell Regards, [redacted]
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell representative [redacted] has been in contact with Mr***We have offered to arrange a tech callback to troubleshoot or to send the system in to the depot for diagnosis which were declinedMr [redacted] has a history of using language that is not conducive of someone looking for assistances, we remain available to assist himWe do ask that Mr [redacted] remain professional when contacting Dell and to review the terms of his warrantywww.Dell.com/Warranty Per the terms of Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properlySince the date of the submission, a Dell representative contacted the customer and offered support, per the terms of the warranty, however, to date, the customer has refused to work with our technical representatives to perform diagnosticsDell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issueWe remain ready to assist the customer within the terms of the warranty and our other policiesSincerely [redacted] Advanced Resolution Group Incident ID [redacted] Dell
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI would still like to point out that this issue could have been resolved by the end of October if they had been a responsive pre-Revdex.com complaint Regards, [redacted]