Complaint: ***
I am rejecting this response because: The headphone jack was never an issue. I received the speakers from dell who advised they would function fine with the computer I ordered. I've had problems with these speakers from the day I received them. The speakers color coated connecting wires do not match the color coated connections on the rear of the computer. The dell tech should have instructed me to return them during the 1st, of six or seven, hour support calsl in an attempt to get them to function correctly
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I have been asking the business' representative to provide details, in writing, about what the company plans to do about the fact the laptop was returned from their repair depot damaged on the corner as though it had been dropped on a hard surface.I have emailed the representative four times over the past week asking them to tell me how they plan to deal with the situationAll I get are emails asking me to reply to the email, which makes no senseThe representative has not yet provided me with any additional information though he has said in a previous email that the company would be willing to service the laptop either in the repair depot or in an on-site serviceI have tried to call the representative twice since and emailed him four times since May 8th asking for details; both times the representative was unavailableI have emailed four times since May 8th asking for him to provide details in writingAll I have received in response is a request to call back, or to "respond to emails" despite the fact that I have been replying immediately asking them to reply in writing, repeatedly
Regards,
*** ***
Complaint: ***
I am rejecting this response because: My position has not changed either I am not going to pay an additional $to send the laptop back when the laptop was under warranty when we reached out to Dell Perhaps Dell needs to spend more time locating the conversations with my daughter instead of insinuating that their customers are liars because the conversations DO exist Perhaps they should even try to locate the record of the conversations in the same place where they (finally) located all the information on my laptop that they didn't think existed either Or did Dell forget that this is the root of the problem? Dell could not locate a laptop that we purchased from Dell even after several phone calls and hours of time on the phone with them How can a computer company (Dell) not find records in their computer?? If Dell had located my laptop in a timely manner, the warranty would not have lapsed Isn't it convenient that the laptop was "suddenly" located after the warranty ran out?? Their resolution to my problem is absurd and they are not going to get another dime from me
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed a system exchange to replace the customer’s computer Upon follow up, the customer confirmed receipt of the replacement computer The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***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 concernsOur representative worked with our account verification team to resolve this matterPlease note
that all the necessary credits have been posted to the original form(s) of paymentOur 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have not yet received the refund check but the representative *** confirmed it has been sent. Additionally, I checked online and it appears it has been sent as well
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this complaint resolved. The months to consolidate gift cards has left me with gift cards and little options for decent sales until this fall. It is what it is.
*** ***
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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative confirmed that the customer has received both gift cards and the matter is resolvedIf the customer has any further questions we request the customer contact the representative ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: I feel large companies take advantage of customers As long as customers accept that nothing can be done, companies will not be responsible and change their policies So many people had their holidays ruined by this company, and reading the comments, this is a regular thing I have records showing conflicting stories, and will pursue other ways to shine a light on the issues we had with the company If nothing can be done about the hours spent getting a replacement and then trying to return the broken one, we will at a minimum pursue the issue of not receiving any promotional rewards unless you spend HOURS on the phone with the Company to get them This is a scam by any definition No where in their bonus program does it state you have to contact the Company to receive the promised rewards dollars The process was very frustrating, and again, we found multiple people complaining about the same thing This is not a one or two off issue I am very disappointed that Dell has refused to address this part of my complaint at all
Regards,
*** ***
Complaint: ***
I am rejecting this response because: My laptop has no damage and the photos that Dell has provided show no damage to critical components, and upon recieiving the laptop from Dell I am a local computer repair technician has taken the laptop apart to inspect the damages shown by DellThe laptop shows no damage and was opened directly from the Dell box at the computer technicians businessThe laptop shows no signs of damage to the mother board or any electronic component making the computer repairable, Also photos of the inside of the laptop have been added to this responseThe photos sent to me from Dell show a giant stain and the photos the tech and I have taken show no stains at any point and no damage at all
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Dear Revdex.com, Our records indicate that the extended warranty the customer purchase was only extending the limited hardware warranty with on-site serviceThis did not include consumable products like the batteryWhich the information is included in at this link: www.Dell.com/Warranty under the warranty section: As part of standard portable configuration, batteries carry a base 1-year limited hardware warranty regardless of the length of the system warrantyIn addition, for some products, a customer has the option of purchasing a battery that comes with a 3-year limited hardware warrantyAt this time Dell does not have the part available for purchase but the customer may check back through parts sales: www.Dell.com/Parts The customer also has the option to send the system to the depot for diagnosis and if it is found that something else might be wrong it would be repairedIf it is determined to be the battery issue and the part is available the depot would attempt to contact the customer for paymentSincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***-**Our representative, ***, contacted Mr*** ** and, as a onetime goodwill gesture, offered Mr** the repairs at Dell’s expenseMr** agreedOur records
indicate the system has been repaired and returned to the customer and Mr** confirms the system has been received
We regret any dissatisfaction the **’s may have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative explained the terms and conditions of sale and limited hardware warranty
which dictates that software issues are not covered under the warrantyAs a onetime goodwill gesture and in the interest of customer satisfaction, our representative provided technical assistanceHer request for replacement unit or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist within the terms of the Limited Hardware WarrantyOur representative may be contacted directly via e-mail at ***@DELL.com, in case Ms*** has any further concerns regarding this case. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ** ***
Complaint: ***
I am rejecting this response because:I contacted Revdex.com some month ago that Dell(online) has sold to me a malfunctioned laptop and they always replaced it with more worst laptopLast month that laptop was stop responding always just in hanging mode so I contacted Dell customer care and they asked me run diagnostic test which caused to disk failureI had lots of school report and project which I cant accessNow when I contacted Dell CC they said its not their duty to retrieve dataDell CC also if I want data I can go to third party but once I do that my warranty will be gone so they will not send me replacement and they will not bear the cost of third party charge meWhich I will spend alot of money to get my data back and also will not get replacement so will have to spend more money for new laptopI asked them please help, and send me replacement laptop but just bear the cost to retrieve DATAThey said no for thatThose files is my all long hard work and they denied to helpProduct_Or_Service: Laptop Order_Number: *** DesiredSettlementID: Other (requires explanation) As solution I want them to bear the cost or take the responsibilities to get all my dataI am student I cant spend that much money first retrieval charges and then new laptop as my warranty will be gone I do the retrieval from third party (as dell denied to do by themselves and once open warranty will be gone)I have tortured by dell mentally by proving malfunctioned laptop and always just suggest me to call Dell CC and they just put me long h
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The response by the dell representative is totally inaccurate and as I [1] DID NOT DECLINE ANY REFUND..I was informed of being given a refund for hard drive number [the one that damaged my computer and would be given a RETURN AUTHORIZATION LABEL SUCH AS THE FIRST HARD DRIVE'S RETURN WHICH I STILL HAVE NOT RECEIVEDWhen I receive the said RETURN LABEL as stated previously by Ms*** in prior phone calls to my residence Secondly,Names of all those DELL PERSONAL , in the sales department, tech service technicians and their supervisors , which have already been submitted to the DELL CEO executive, *** *** and the Revdex.com of AUSTIN and other agencies and being apparently handled by *** *** , all were in Total Harmony and Agreement ,that the wrong hard drives sent to me were the wrong items to be used in my computerThe maximum GB THAT THE TECH SERVICE TECHNICIANS and their SUPERVISOR'S with whom I spoke , should not have exceeded GB...The DAMAGE WAS DONE WITH THE REFURBISHED 2ND GB hard drive..I am very adamant in seeking restitution in this matter either with the REPAIR OR REPLACEMENT of my computer at DELL'S EXPENSE..Had they better trained sales personal with the right documentation and instructions in front of them to be absolutely ,100% sure the parts they were selling were totally compatible with my property,this whole matter would not be were it is now...Dell Corporation is only interested in separating people from their money with no interest of transpires after they make that sale..Senior citizens like my self as well as younger folks are being taken advantage of from this company everyday
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with communication and processing expectations for his Dell order We regret any miscommunication which may have occurred and appreciate the feedback
Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns Our representative, for customer satisfaction reasons, processed a refund for $for the delayed orderMr*** requested additional concessions which were denied Our representative provided contact information and will remain available should Mr*** need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Thank you for the opportunity to address the correspondence submitted by *** ***A Dell representative contacted *** by phone and e-mail; however, has not been able to discuss the contents of her correspondencePlease have her contact our representative directly via e-mail at
***
Today’s Date: 12/24/2015 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, ** ***, to address the contents of their correspondenceWe thank the
customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The headphone jack was never an issue. I received the speakers from dell who advised they would function fine with the computer I ordered. I've had problems with these speakers from the day I received them. The speakers color coated connecting wires do not match the color coated connections on the rear of the computer. The dell tech should have instructed me to return them during the 1st, of six or seven, hour support calsl in an attempt to get them to function correctly
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I have been asking the business' representative to provide details, in writing, about what the company plans to do about the fact the laptop was returned from their repair depot damaged on the corner as though it had been dropped on a hard surface.I have emailed the representative four times over the past week asking them to tell me how they plan to deal with the situationAll I get are emails asking me to reply to the email, which makes no senseThe representative has not yet provided me with any additional information though he has said in a previous email that the company would be willing to service the laptop either in the repair depot or in an on-site serviceI have tried to call the representative twice since and emailed him four times since May 8th asking for details; both times the representative was unavailableI have emailed four times since May 8th asking for him to provide details in writingAll I have received in response is a request to call back, or to "respond to emails" despite the fact that I have been replying immediately asking them to reply in writing, repeatedly
Regards,
*** ***
Complaint: ***
I am rejecting this response because: My position has not changed either I am not going to pay an additional $to send the laptop back when the laptop was under warranty when we reached out to Dell Perhaps Dell needs to spend more time locating the conversations with my daughter instead of insinuating that their customers are liars because the conversations DO exist Perhaps they should even try to locate the record of the conversations in the same place where they (finally) located all the information on my laptop that they didn't think existed either Or did Dell forget that this is the root of the problem? Dell could not locate a laptop that we purchased from Dell even after several phone calls and hours of time on the phone with them How can a computer company (Dell) not find records in their computer?? If Dell had located my laptop in a timely manner, the warranty would not have lapsed Isn't it convenient that the laptop was "suddenly" located after the warranty ran out?? Their resolution to my problem is absurd and they are not going to get another dime from me
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed a system exchange to replace the customer’s computer Upon follow up, the customer confirmed receipt of the replacement computer The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***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 concernsOur representative worked with our account verification team to resolve this matterPlease note
that all the necessary credits have been posted to the original form(s) of paymentOur 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have not yet received the refund check but the representative *** confirmed it has been sent. Additionally, I checked online and it appears it has been sent as well
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this complaint resolved. The months to consolidate gift cards has left me with gift cards and little options for decent sales until this fall. It is what it is.
*** ***
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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative confirmed that the customer has received both gift cards and the matter is resolvedIf the customer has any further questions we request the customer contact the representative ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: I feel large companies take advantage of customers As long as customers accept that nothing can be done, companies will not be responsible and change their policies So many people had their holidays ruined by this company, and reading the comments, this is a regular thing I have records showing conflicting stories, and will pursue other ways to shine a light on the issues we had with the company If nothing can be done about the hours spent getting a replacement and then trying to return the broken one, we will at a minimum pursue the issue of not receiving any promotional rewards unless you spend HOURS on the phone with the Company to get them This is a scam by any definition No where in their bonus program does it state you have to contact the Company to receive the promised rewards dollars The process was very frustrating, and again, we found multiple people complaining about the same thing This is not a one or two off issue I am very disappointed that Dell has refused to address this part of my complaint at all
Regards,
*** ***
Complaint: ***
I am rejecting this response because: My laptop has no damage and the photos that Dell has provided show no damage to critical components, and upon recieiving the laptop from Dell I am a local computer repair technician has taken the laptop apart to inspect the damages shown by DellThe laptop shows no damage and was opened directly from the Dell box at the computer technicians businessThe laptop shows no signs of damage to the mother board or any electronic component making the computer repairable, Also photos of the inside of the laptop have been added to this responseThe photos sent to me from Dell show a giant stain and the photos the tech and I have taken show no stains at any point and no damage at all
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Dear Revdex.com, Our records indicate that the extended warranty the customer purchase was only extending the limited hardware warranty with on-site serviceThis did not include consumable products like the batteryWhich the information is included in at this link: www.Dell.com/Warranty under the warranty section: As part of standard portable configuration, batteries carry a base 1-year limited hardware warranty regardless of the length of the system warrantyIn addition, for some products, a customer has the option of purchasing a battery that comes with a 3-year limited hardware warrantyAt this time Dell does not have the part available for purchase but the customer may check back through parts sales: www.Dell.com/Parts The customer also has the option to send the system to the depot for diagnosis and if it is found that something else might be wrong it would be repairedIf it is determined to be the battery issue and the part is available the depot would attempt to contact the customer for paymentSincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***-**Our representative, ***, contacted Mr*** ** and, as a onetime goodwill gesture, offered Mr** the repairs at Dell’s expenseMr** agreedOur records
indicate the system has been repaired and returned to the customer and Mr** confirms the system has been received
We regret any dissatisfaction the **’s may have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative explained the terms and conditions of sale and limited hardware warranty
which dictates that software issues are not covered under the warrantyAs a onetime goodwill gesture and in the interest of customer satisfaction, our representative provided technical assistanceHer request for replacement unit or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist within the terms of the Limited Hardware WarrantyOur representative may be contacted directly via e-mail at ***@DELL.com, in case Ms*** has any further concerns regarding this case. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ** ***
Complaint: ***
I am rejecting this response because:I contacted Revdex.com some month ago that Dell(online) has sold to me a malfunctioned laptop and they always replaced it with more worst laptopLast month that laptop was stop responding always just in hanging mode so I contacted Dell customer care and they asked me run diagnostic test which caused to disk failureI had lots of school report and project which I cant accessNow when I contacted Dell CC they said its not their duty to retrieve dataDell CC also if I want data I can go to third party but once I do that my warranty will be gone so they will not send me replacement and they will not bear the cost of third party charge meWhich I will spend alot of money to get my data back and also will not get replacement so will have to spend more money for new laptopI asked them please help, and send me replacement laptop but just bear the cost to retrieve DATAThey said no for thatThose files is my all long hard work and they denied to helpProduct_Or_Service: Laptop Order_Number: *** DesiredSettlementID: Other (requires explanation) As solution I want them to bear the cost or take the responsibilities to get all my dataI am student I cant spend that much money first retrieval charges and then new laptop as my warranty will be gone I do the retrieval from third party (as dell denied to do by themselves and once open warranty will be gone)I have tortured by dell mentally by proving malfunctioned laptop and always just suggest me to call Dell CC and they just put me long h
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The response by the dell representative is totally inaccurate and as I [1] DID NOT DECLINE ANY REFUND..I was informed of being given a refund for hard drive number [the one that damaged my computer and would be given a RETURN AUTHORIZATION LABEL SUCH AS THE FIRST HARD DRIVE'S RETURN WHICH I STILL HAVE NOT RECEIVEDWhen I receive the said RETURN LABEL as stated previously by Ms*** in prior phone calls to my residence Secondly,Names of all those DELL PERSONAL , in the sales department, tech service technicians and their supervisors , which have already been submitted to the DELL CEO executive, *** *** and the Revdex.com of AUSTIN and other agencies and being apparently handled by *** *** , all were in Total Harmony and Agreement ,that the wrong hard drives sent to me were the wrong items to be used in my computerThe maximum GB THAT THE TECH SERVICE TECHNICIANS and their SUPERVISOR'S with whom I spoke , should not have exceeded GB...The DAMAGE WAS DONE WITH THE REFURBISHED 2ND GB hard drive..I am very adamant in seeking restitution in this matter either with the REPAIR OR REPLACEMENT of my computer at DELL'S EXPENSE..Had they better trained sales personal with the right documentation and instructions in front of them to be absolutely ,100% sure the parts they were selling were totally compatible with my property,this whole matter would not be were it is now...Dell Corporation is only interested in separating people from their money with no interest of transpires after they make that sale..Senior citizens like my self as well as younger folks are being taken advantage of from this company everyday
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with communication and processing expectations for his Dell order We regret any miscommunication which may have occurred and appreciate the feedback
Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns Our representative, for customer satisfaction reasons, processed a refund for $for the delayed orderMr*** requested additional concessions which were denied Our representative provided contact information and will remain available should Mr*** need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Thank you for the opportunity to address the correspondence submitted by *** ***A Dell representative contacted *** by phone and e-mail; however, has not been able to discuss the contents of her correspondencePlease have her contact our representative directly via e-mail at
***
Today’s Date: 12/24/2015 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, ** ***, to address the contents of their correspondenceWe thank the
customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc