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 representative *** reached back out to the customer the system is already on its way to the depot for serviceThe representative will continue to work with the customer until we confirm the system has been received back and working as designedThe representative can be reached by emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,Thank you for
the opportunity to address the correspondence submitted by *** *** ***A Dell representative contacted the customer regarding the issues described in her correspondencePer the terms and conditions of the sale, our representative respectfully denied the customer’s request for a refundService has been performed per the terms and conditions of the Dell limited warranty and the customer reports the issues have been resolvedWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: 31526234Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.The Dell team confirmed that they cannot able to resolve this issue further anymore and the quality of the DELL third party system repair team is not good and the quality cannot be maintained good for the system repair of laptop in comparison with the brand new system.I don't want to still waste my time as they have clearly stated about the quality of the system and also DELL confirmed that my case will no longer escalate any further and their decision was final. Feedback to DELL - I am still finding many complaints on DELL forum about the ghost touch issue in in systemI think this particular model is a lemon better in future dont try to sell something which will spoil your reputationKindly consider my advice as my association with DELL as a customer date backs from 2008. Thanks Revdex.com for taking up my issue and getting it resolved
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a partial refundWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided
Dell records indicate a partial refund for $was posted to the customer’s account on December 23, Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and verify receipt of the refund The customer should see the refund reflected on their next monthly billing statement We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
At this point I want a full refund for my computerI have called technical support several times and have received an attempt at help only onceEvery other time I have talked to someone, I have been put on hold for extended periods of time with no resolution I was on hold last night in an
attempt to deal with an issueI was hung up on before even speaking to anyone I called again, and after being on hold for about minutes, was hung up on again before speaking with someone I called again tonight because I need the software that came pre-installed on my computerAfter going through chat, was told I need to pay to talk to software support or go to the forums, neither of which were viable options seeing as though I have already paid for the software once and the forums will not allow me to download pre-installed software I called, was hung up on after being on hold for minutes (without speaking to anyone) I called again, went through the same verification questions as the previous call and was told the computer is registered to a business (which it should not be) I got through the registration the first time without being told it was registered to myself AND a business The man told me he would have to have someone call me back to verify what I had already verified before I was hung up on I am currently on hold again I am tired of dealing with Dell and their horrible customer service/technical support I offered to return my computer for a refund the first time and was told I was not able to do that because it was out of the day window Now I want a refund in full I will never again purchase a Dell computer (I have had them in the past)
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that the warranty had expired on July, Our representative
explained the terms and condition of the limited hardware warranty
***
Our representative informed Mr*** that due to the age of the unit, hardware upgrades are not available nor supportedHe is most welcome to take advantage of our out of warranty fee based service and support by calling ###-###-####We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because:They flat out lied about me trying to contact them while the problem was still under warrantyI did call them and they told me that sometimes it takes a few days for the PC to adjust, and whether or not I contacted them during the warranty time still doesn't make up for the fact that the tech they sent to my house pinched a wire while putting the PC back togetherUp to the point when the PC finally stopped workingI really wasn't even sure if I should have called them backThe only reason I found out that their tech pinched the wire was when I hired a tech of my own and I watched him open the PC tower to discover what the problem actually wasI have included two pictures of the wire in questionI will not fix it myself because if you could see the wire better you would see that the tech flat out pinched the wire in the video card port
Regards,
*** ***
Complaint: ***
I am rejecting this response because:When I placed the first order, it was indeed within the promotion period so qualify for the gift cardIt was dell who canceled my order without my knowledge, and that is the only reason why I have to place a second order a few days laterIn the call, I was clearly informed that all the condition and promotion of the first order will be horneredA "partial" compensation was offered, and again when I was on the phone with Dell, the rep said that $was purely for the inconvenience caused, for the days of time that I had to wait on telephoneI was told it has nothing to do with the gift card I was after. Now Dell acts like I am trying to get something that should not be mineI am not happy to be considered as a greedy customer. I told the rep that I would accept the return providing Dell pay for the cost of unmounting the TV from my wall and also the packaging and shippingHowever this was declined
Regards,
** ***
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 submissionThe representative *** will followed up with the customer to confirm which part needs to be replaced and set up the onsiteIn regards to the customers claim of Dell being in violation of the terms of warrantyWe wish to refer the customer to of the warranty which states onsite will be completed upon parts availabilityOf the onsite warranty which states “ On-Site/In-Home ServiceSubject to the terms of this Agreement, if your issue is covered under your Dell Limited Hardware Warranty (see dell.com/warranty) and the technician cannot correct your problem over the phone, then service is available for your Product within the United StatesPlease tell the technician the full address of your Product's locationBoth the performance of service and service response times depend upon the time of day your call is received by Dell, the service alternative you purchased, parts availability, geographical restrictions, weather conditions and the terms of this AgreementIf you follow the procedures detailed in this Agreement and if your issue is subject to dispatch under this Agreement, then a service technician will be dispatched, usually in or business days following completion of remote diagnosis, to arrive at your location for service on a day that is during your Principal Period of Maintenance, or “PPM”, as follows: Our representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, our representative processed a credit for
order# ***Our records show that the credit has been posted to the original form of payment, which should reflect on her next billing statementOur representative also followwith Mr*** to confirm resolutionWe 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 ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: *** 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 Our records
indicate Dell representative; *** has reached out to the customer and has explained that while the two orders were placed at the same time, they are actually separate orders; regarding the Inspiron Computer and the order for the wireless keyboard. *** has explained the peripheral ordered does not carry the same warranty as the computer package. The computer package shipped with a wired keyboard so this keyboard carries the same warranty as the computer; but the wireless keyboard purchased additionally, will not carry the computer warranty; therefore, *** has respectfully denied the customer’s request for a replacement wireless keyboard because the warranty is expired on this item. We certainly do apologize for any confusion or disappointment in this matter may have caused our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because: the first responce from a tech was if feb and the responce was it was a problem dell knew about with the display driver not a sofeware issue the tech said it was a problem and dell would not have a fix for it untill july of 2016
Regards,
*** ***
Dear Revdex.com,Our records indicate that credit has posted back to Mr***’s
original form of payment and willreflect on his next billing statementThe representative provided for
his records his credit ***$The customer may reach the representative by emailing at ***@Dell.com.SincerelyAdvanced Resolution GroupIncident***Dell Inc
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
experienceDell representative, ***, contacted the customer as a goodwill gesture authorized on an onsite service to be completedThe representative did explain moving forward any further repairs will have to be done at the depotOur records indicate the service has been completed and system is working as designedWe remain available to assist the customer if needed and we ask that he contact the representative by email at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMrH*** expressed dissatisfaction with Dell service and support and wants his computer exchangedWe regret any dissatisfaction he may have experienced and appreciate the feedback providedSince the date
of the submission, a Dell representative contacted MrH*** to discuss his concernsSubsequently, for customer satisfaction reasons, the representative processed an on-site service dispatch to replace parts to resolve the network connectivity issueOur representative provided contact information should MrH*** need any follassistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:The Dell rep, ***, handled this complaint completely unprofessionallyIt started with him admitting that he never viewed the links that I posted in the original complaint, so he wasn't even fully aware of what I was saying in my complaint. Also what the Dell rep, ***, is saying is untrueAfter first denying that the XPSever had any known issues with the LCD screen he then changed it and told me that my LCD screen is model HD7Fand the screen that was recalled was model TMHowever, a quick Google search reveals that there is no such thing as a model TM(Lots of info on the HD7Fand availability of replacement screens)When I asked *** who manufactured the TM7, he told me that Dell didHe went on further to say that Dell manufactured the HD7FThis is completely untrue, Dell has never manufactured any LCD screen, they purchase 100% of them from vendorsHere is a quote from Dell's website about their new IPS monitors (same technology as my screen) "Dell UltraSharp monitors with IPS technology are manufactured by some of the world’s foremost suppliers." In addition, they have now increased the warranty to years! (from the same page) "Dell UltraSharp monitors with IPS technology are designed to go the distance with a 3-year Limited Hardware Warranty" Link: ***Also, proving what *** said was untrue, here is a quote from ***, a Dell rep that I have been speaking with on Dell's forums " I do see that you have the older 9qmodel so the system would have shipped with the older panelsI am willing to request a onetime only free of charge service to have the LCD panel replaced." There it is, a Dell rep confirming that I have the older, defective screen! When I told *** about this he got upset and told me to go through ***I tried to explain that, like I stated in what I would like done on here, I do not want to send in my laptop for a replacement screen since the vast majority of customers that had this done got replacement screens that were also defectiveIn addition, it would be 2+ weeks without my laptop while it's being repaired, if it isn't corrected then I would have to send it back again, possibly a third time like some others posted on the forumI cannot afford to close down my small business for 2-weeks, I have a family to support! If *** would of read the link to the Dell forum where 100+ customers confirmed this then he would of already knownHowever, *** wouldn't explain how *** from the Dell forums could at least replace my screen at no charge, while *** (at Dell corporate) could only give me a discounted price on the repairThis is where *** hung up on me mid-sentence (I recorded the call, with his permission, showing this). I also made a video to show how bad the buhas gotten (I sent this *** via email and he denied opening it, as well)In the video I wake my computer up from sleep mode (so no buis present), it's on a gray screen (showing no buyet), then switch to a black and white checkered grid for secondsAfter these seconds I switch back to the gray screen, but you can now see the black and white checkered grid 'ghosting' and still present when it should not beYou can see it ghosting for seconds after just being on for seconds, that's just what the camera could show, with the naked eye I could see it for about minsWhen having a window open for hours, the screen will ghost for hours afterLink to video: https://www.youtube.com/watch?v=B0unYCQfH7kI am still requesting the same thing, for Dell to admit fault (like their spokeswoman and *** already have!) and do the right thing by sending me a replacement laptopThis will allow me to test it before sending back my defective unit
Regards,
*** ***
A Dell representative is continuing to work with Ms*** to reach an amicable resolution for her concernsHer request for refund was respectfully denied; however, our representative offered technical assistanceOur representative can be reached directly by email at ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative provided specifications of the original and the replacement keyboard/mouse
comboThe replacement keyboard/mouse combo is of an updated revisionPlease note that Mr*** understands and considers this matter resolvedWe 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 via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records show that the onsite tech was scheduled on 6/28/prior to the warranty expiring on 7/2/When the customer contacted Dell on 7/7/after the warranty had expired The representative did assist with restoring the system back to factory setting by doing an operating system restoreThe representative confirmed the system was working as designedThe customer was encouraged to purchase the extended warranty but opted not toSince the system was confirmed working as designed back in July no further support will be provided at no costThe customer may contact the out of warranty department at ###-###-####Sincerely, Advanced Resolution Group FID # *** Dell
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 representative *** reached back out to the customer the system is already on its way to the depot for serviceThe representative will continue to work with the customer until we confirm the system has been received back and working as designedThe representative can be reached by emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,Thank you for
the opportunity to address the correspondence submitted by *** *** ***A Dell representative contacted the customer regarding the issues described in her correspondencePer the terms and conditions of the sale, our representative respectfully denied the customer’s request for a refundService has been performed per the terms and conditions of the Dell limited warranty and the customer reports the issues have been resolvedWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: 31526234Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.The Dell team confirmed that they cannot able to resolve this issue further anymore and the quality of the DELL third party system repair team is not good and the quality cannot be maintained good for the system repair of laptop in comparison with the brand new system.I don't want to still waste my time as they have clearly stated about the quality of the system and also DELL confirmed that my case will no longer escalate any further and their decision was final. Feedback to DELL - I am still finding many complaints on DELL forum about the ghost touch issue in in systemI think this particular model is a lemon better in future dont try to sell something which will spoil your reputationKindly consider my advice as my association with DELL as a customer date backs from 2008. Thanks Revdex.com for taking up my issue and getting it resolved
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a partial refundWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided
Dell records indicate a partial refund for $was posted to the customer’s account on December 23, Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and verify receipt of the refund The customer should see the refund reflected on their next monthly billing statement We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
At this point I want a full refund for my computerI have called technical support several times and have received an attempt at help only onceEvery other time I have talked to someone, I have been put on hold for extended periods of time with no resolution I was on hold last night in an
attempt to deal with an issueI was hung up on before even speaking to anyone I called again, and after being on hold for about minutes, was hung up on again before speaking with someone I called again tonight because I need the software that came pre-installed on my computerAfter going through chat, was told I need to pay to talk to software support or go to the forums, neither of which were viable options seeing as though I have already paid for the software once and the forums will not allow me to download pre-installed software I called, was hung up on after being on hold for minutes (without speaking to anyone) I called again, went through the same verification questions as the previous call and was told the computer is registered to a business (which it should not be) I got through the registration the first time without being told it was registered to myself AND a business The man told me he would have to have someone call me back to verify what I had already verified before I was hung up on I am currently on hold again I am tired of dealing with Dell and their horrible customer service/technical support I offered to return my computer for a refund the first time and was told I was not able to do that because it was out of the day window Now I want a refund in full I will never again purchase a Dell computer (I have had them in the past)
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that the warranty had expired on July, Our representative
explained the terms and condition of the limited hardware warranty
***
Our representative informed Mr*** that due to the age of the unit, hardware upgrades are not available nor supportedHe is most welcome to take advantage of our out of warranty fee based service and support by calling ###-###-####We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because:They flat out lied about me trying to contact them while the problem was still under warrantyI did call them and they told me that sometimes it takes a few days for the PC to adjust, and whether or not I contacted them during the warranty time still doesn't make up for the fact that the tech they sent to my house pinched a wire while putting the PC back togetherUp to the point when the PC finally stopped workingI really wasn't even sure if I should have called them backThe only reason I found out that their tech pinched the wire was when I hired a tech of my own and I watched him open the PC tower to discover what the problem actually wasI have included two pictures of the wire in questionI will not fix it myself because if you could see the wire better you would see that the tech flat out pinched the wire in the video card port
Regards,
*** ***
Complaint: ***
I am rejecting this response because:When I placed the first order, it was indeed within the promotion period so qualify for the gift cardIt was dell who canceled my order without my knowledge, and that is the only reason why I have to place a second order a few days laterIn the call, I was clearly informed that all the condition and promotion of the first order will be horneredA "partial" compensation was offered, and again when I was on the phone with Dell, the rep said that $was purely for the inconvenience caused, for the days of time that I had to wait on telephoneI was told it has nothing to do with the gift card I was after. Now Dell acts like I am trying to get something that should not be mineI am not happy to be considered as a greedy customer. I told the rep that I would accept the return providing Dell pay for the cost of unmounting the TV from my wall and also the packaging and shippingHowever this was declined
Regards,
** ***
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 submissionThe representative *** will followed up with the customer to confirm which part needs to be replaced and set up the onsiteIn regards to the customers claim of Dell being in violation of the terms of warrantyWe wish to refer the customer to of the warranty which states onsite will be completed upon parts availabilityOf the onsite warranty which states “ On-Site/In-Home ServiceSubject to the terms of this Agreement, if your issue is covered under your Dell Limited Hardware Warranty (see dell.com/warranty) and the technician cannot correct your problem over the phone, then service is available for your Product within the United StatesPlease tell the technician the full address of your Product's locationBoth the performance of service and service response times depend upon the time of day your call is received by Dell, the service alternative you purchased, parts availability, geographical restrictions, weather conditions and the terms of this AgreementIf you follow the procedures detailed in this Agreement and if your issue is subject to dispatch under this Agreement, then a service technician will be dispatched, usually in or business days following completion of remote diagnosis, to arrive at your location for service on a day that is during your Principal Period of Maintenance, or “PPM”, as follows: Our representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, our representative processed a credit for
order# ***Our records show that the credit has been posted to the original form of payment, which should reflect on her next billing statementOur representative also followwith Mr*** to confirm resolutionWe 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 ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: *** 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 Our records
indicate Dell representative; *** has reached out to the customer and has explained that while the two orders were placed at the same time, they are actually separate orders; regarding the Inspiron Computer and the order for the wireless keyboard. *** has explained the peripheral ordered does not carry the same warranty as the computer package. The computer package shipped with a wired keyboard so this keyboard carries the same warranty as the computer; but the wireless keyboard purchased additionally, will not carry the computer warranty; therefore, *** has respectfully denied the customer’s request for a replacement wireless keyboard because the warranty is expired on this item. We certainly do apologize for any confusion or disappointment in this matter may have caused our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because: the first responce from a tech was if feb and the responce was it was a problem dell knew about with the display driver not a sofeware issue the tech said it was a problem and dell would not have a fix for it untill july of 2016
Regards,
*** ***
Dear Revdex.com,Our records indicate that credit has posted back to Mr***’s
original form of payment and willreflect on his next billing statementThe representative provided for
his records his credit ***$The customer may reach the representative by emailing at ***@Dell.com.SincerelyAdvanced Resolution GroupIncident***Dell Inc
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
experienceDell representative, ***, contacted the customer as a goodwill gesture authorized on an onsite service to be completedThe representative did explain moving forward any further repairs will have to be done at the depotOur records indicate the service has been completed and system is working as designedWe remain available to assist the customer if needed and we ask that he contact the representative by email at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMrH*** expressed dissatisfaction with Dell service and support and wants his computer exchangedWe regret any dissatisfaction he may have experienced and appreciate the feedback providedSince the date
of the submission, a Dell representative contacted MrH*** to discuss his concernsSubsequently, for customer satisfaction reasons, the representative processed an on-site service dispatch to replace parts to resolve the network connectivity issueOur representative provided contact information should MrH*** need any follassistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:The Dell rep, ***, handled this complaint completely unprofessionallyIt started with him admitting that he never viewed the links that I posted in the original complaint, so he wasn't even fully aware of what I was saying in my complaint. Also what the Dell rep, ***, is saying is untrueAfter first denying that the XPSever had any known issues with the LCD screen he then changed it and told me that my LCD screen is model HD7Fand the screen that was recalled was model TMHowever, a quick Google search reveals that there is no such thing as a model TM(Lots of info on the HD7Fand availability of replacement screens)When I asked *** who manufactured the TM7, he told me that Dell didHe went on further to say that Dell manufactured the HD7FThis is completely untrue, Dell has never manufactured any LCD screen, they purchase 100% of them from vendorsHere is a quote from Dell's website about their new IPS monitors (same technology as my screen) "Dell UltraSharp monitors with IPS technology are manufactured by some of the world’s foremost suppliers." In addition, they have now increased the warranty to years! (from the same page) "Dell UltraSharp monitors with IPS technology are designed to go the distance with a 3-year Limited Hardware Warranty" Link: ***Also, proving what *** said was untrue, here is a quote from ***, a Dell rep that I have been speaking with on Dell's forums " I do see that you have the older 9qmodel so the system would have shipped with the older panelsI am willing to request a onetime only free of charge service to have the LCD panel replaced." There it is, a Dell rep confirming that I have the older, defective screen! When I told *** about this he got upset and told me to go through ***I tried to explain that, like I stated in what I would like done on here, I do not want to send in my laptop for a replacement screen since the vast majority of customers that had this done got replacement screens that were also defectiveIn addition, it would be 2+ weeks without my laptop while it's being repaired, if it isn't corrected then I would have to send it back again, possibly a third time like some others posted on the forumI cannot afford to close down my small business for 2-weeks, I have a family to support! If *** would of read the link to the Dell forum where 100+ customers confirmed this then he would of already knownHowever, *** wouldn't explain how *** from the Dell forums could at least replace my screen at no charge, while *** (at Dell corporate) could only give me a discounted price on the repairThis is where *** hung up on me mid-sentence (I recorded the call, with his permission, showing this). I also made a video to show how bad the buhas gotten (I sent this *** via email and he denied opening it, as well)In the video I wake my computer up from sleep mode (so no buis present), it's on a gray screen (showing no buyet), then switch to a black and white checkered grid for secondsAfter these seconds I switch back to the gray screen, but you can now see the black and white checkered grid 'ghosting' and still present when it should not beYou can see it ghosting for seconds after just being on for seconds, that's just what the camera could show, with the naked eye I could see it for about minsWhen having a window open for hours, the screen will ghost for hours afterLink to video: https://www.youtube.com/watch?v=B0unYCQfH7kI am still requesting the same thing, for Dell to admit fault (like their spokeswoman and *** already have!) and do the right thing by sending me a replacement laptopThis will allow me to test it before sending back my defective unit
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Refurbished parts were used to repair a new laptop
Regards,
*** ***
A Dell representative is continuing to work with Ms*** to reach an amicable resolution for her concernsHer request for refund was respectfully denied; however, our representative offered technical assistanceOur representative can be reached directly by email at ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative provided specifications of the original and the replacement keyboard/mouse
comboThe replacement keyboard/mouse combo is of an updated revisionPlease note that Mr*** understands and considers this matter resolvedWe 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 via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records show that the onsite tech was scheduled on 6/28/prior to the warranty expiring on 7/2/When the customer contacted Dell on 7/7/after the warranty had expired The representative did assist with restoring the system back to factory setting by doing an operating system restoreThe representative confirmed the system was working as designedThe customer was encouraged to purchase the extended warranty but opted not toSince the system was confirmed working as designed back in July no further support will be provided at no costThe customer may contact the out of warranty department at ###-###-####Sincerely, Advanced Resolution Group FID # *** Dell