Complaint: ***
I am
rejecting this response because: Nothing will change from our conversationHe could not explain why it took customer service representatives hours to help meOn top of this, an order with next day shipping ordered on 12/23/2015, still has not arrivedAm I being punished for making a complaint?
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I was treated poorly and asked for a different Representative, issue has persisted with no resolutionI am tired of jumping through hoops for dell and complying with their demandsI AM THE CUSTOMER AND I PURCHASED AN EXTENDED WARRANTYI was lied to by the Rep and none of the things promised were performed the way they were communicatedThis has gone on for months and years and still no resolution. They have misrepresented what they communicated and I want a refund or a new replacement
Regards,
*** ***
Complaint: ***
I am rejecting this response because: *** has BOT been helpful or compliant, I have had to research every credit and Dell has also charged a card without authorization from meI have still not been refunded and once again I am not hearing from *** unless I wait days or emote for a responseShe has NOT worked closely with me and I have done this entire return and credit process aloneI will NEVER USE THIS COMPANY AGAIN!! I want the rest of my refund or at this point I am contacting an attorneyThey are way past the contract of their own policies and this is NOT acceptable
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** *** ***A Dell representative recently contacted *** *** regarding her concernsOur representative worked with our account verification team to resolve this matterOur representative confirmed that the credit has been provided by her Bank via chargeback; therefore, her request for a refund from Dell Incwas respectfully deniedOur representative also followwith *** *** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***, in case *** *** has any further concerns regarding this case. 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 concernsThe representative explained the terms & conditions of the limited hardware warranty
***
Please note that the unit was sent to depot for evaluation where they discovered damage to LCD assemblyMr*** was informed that the limited hardware warranty does not cover accidental damage; therefore, Dell will not replace any damaged parts free of chargeOur representative offered fee-based repair; however, Mr*** elected not to pay for the repairs; therefore, the unit was sent back unrepairedHis request for free repair, replacement or refund was respectfully deniedMr*** 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 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 Team Incident ID: ***
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: The customer representative has essentially lied his way through the entire process and at this point is just straight up making facts that aren't true about my correspondences with Dell
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants the warranty extended and the technical issued resolvedWe
regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceAs a gesture of goodwill and in the interest of customer satisfaction, warranty has been extended until July 20, Mr*** stated that he’s traveling and will contact our support for technical assistance at a later dateShould he have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact, or for online assistance at www.Dell.com/Support
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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 submissionOur records indicate the Dell
representative; *** has been in contact with the customer regarding their concerns. *** has apologized for any disappointment or inconvenience this matter may have caused *** ***. The representative made clear to our customer that we understand it is discouraging for our customers when we are unable to meet the supply and demand of a particular promotionThis is the very reason why Dell has a disclaimer on our website which informs potential customers, prices and promotions are subject to change without noticeThat being said, our representative generously made an offer to the customer for which they have currently declined to accept. We would like to encourage *** *** to reconsider and if they decide they would like to accept ***’s offer, please have the customer contact our representative directly by email at ***@Dell.com and he will be happy to assist the customer. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative followed up with the customer and authorized a credit for the warranty as requestedThe representative confirmed the credit has posted but respectfully denied the request for a return months outside the return periodWe ask that he contact the representative at ***@Dell.com for further assistance she may need regarding this matterAdvanced Resolution Group Incident *** Dell Inc
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:I submit the email and response that was sent to Dell and *** via email on April To date there has been no response to this and therefore I reject the resolution as the resolution is only temporary and not a permanent solutionI have addressed this fact multiple times and in fact the Dell tech that came to my home even agreed with me.***,Thanks for your reply but sorry as I do not accept your response as a resolving of my case either with Dell or the Revdex.com and will continue to fight for the rights of myself as a consumer of a faulty product and for those other consumers that are also facing the issuesSimply dismissing something as an open forum and saying that Dell has no known issues with this system is absolutely falseEven in the worst case scenario, Dell has documented issues with this system from myself and I am sure countless othersPerhaps a report should be pulled from Dell's systems showing the reported issues from consumers in regards to the Dell XPS AIO and see how many of those reported issues are related to my reported issueI work in IT as well and I certainly know that this type of data mining is absolutely possible.In regards to the Windows product key, you are telling me Dell keeps no records of which keys are assigned to which Service Tag number? Most if not all Dell systems are shipped with a sticker that shows the Windows license key on itI find it hard to believe that Dell doesn't know which keys are being shipped with which systems.As far as technical assistance in the future, this will not be possible after the expensive extended warranty I purchased (that I still feel I should be reimbursed for) expires in OctoberThe cost of support and parts after October will be extremely expensive. As a result I am still requesting that my system be swapped with a Dell XPS system with similar configurations so that I do not have to fear this issue reoccurring.I am requesting that this case be kept open until a suitable solution is foundIf it means going further in the hierarchy at Dell to get this satisfactorily resolved, then I am more than willing to do that and I ask that I be provided with the name, title, physical and email address, and phone number of the highest member of management that I can talk to. I am sure this information can be provided to me especially as a consumer asking for it.Thank you.Most sincerely,*** ***
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, respectfully denied Ms***’s request for a return, however; as a one-time goodwill gesture, he offered her onsite service, which
she acceptedOur records indicate the service is complete and Ms*** has not responded to subsequent contact attempts*** remains available and may be contacted via e-mail at ***@Dell.comWe regret any dissatisfaction Ms*** may have experienced and appreciate the feedback provided regarding her Dell Experience.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***-***Our representative, ***, has contacted Ms***-*** and our records indicate the system has been deliveredMs***-***, however, has not responded to
subsequent contact attemptsWe regret the dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Today’s Date: 03/03/2016 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 correspondenceAt
this time the agent has confirmed with the customer the coupon was received and the matter addressedWe 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: 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,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** attempted several times to reach the customer by email and phoneWe show returns were authorized and prepaid shipping labels but we do not show that Ms*** has utilized the return shipping labelsThe customer will need to return the items before a credit can be processedWe ask that the customer have the merchandise in transit back to Dell by 3/10/or the return authorizes will be cancelledThe customer may contact the representative by emailing ***@dell.comSincerely Advanced Resolution Group Incident *** Dell
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
Only if in the resolution I receive a new keyboard with a warranty to cover any problems that come up with itI do not want a refurbished keyboard.This situation has interfered with my ability to communicate on the internet due to the disappearing digits on the keys
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
Complaint: ***
I am
rejecting this response because: Nothing will change from our conversationHe could not explain why it took customer service representatives hours to help meOn top of this, an order with next day shipping ordered on 12/23/2015, still has not arrivedAm I being punished for making a complaint?
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I was treated poorly and asked for a different Representative, issue has persisted with no resolutionI am tired of jumping through hoops for dell and complying with their demandsI AM THE CUSTOMER AND I PURCHASED AN EXTENDED WARRANTYI was lied to by the Rep and none of the things promised were performed the way they were communicatedThis has gone on for months and years and still no resolution. They have misrepresented what they communicated and I want a refund or a new replacement
Regards,
*** ***
Complaint: ***
I am rejecting this response because: *** has BOT been helpful or compliant, I have had to research every credit and Dell has also charged a card without authorization from meI have still not been refunded and once again I am not hearing from *** unless I wait days or emote for a responseShe has NOT worked closely with me and I have done this entire return and credit process aloneI will NEVER USE THIS COMPANY AGAIN!! I want the rest of my refund or at this point I am contacting an attorneyThey are way past the contract of their own policies and this is NOT acceptable
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** *** ***A Dell representative recently contacted *** *** regarding her concernsOur representative worked with our account verification team to resolve this matterOur representative confirmed that the credit has been provided by her Bank via chargeback; therefore, her request for a refund from Dell Incwas respectfully deniedOur representative also followwith *** *** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***, in case *** *** has any further concerns regarding this case. 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 concernsThe representative explained the terms & conditions of the limited hardware warranty
***
Please note that the unit was sent to depot for evaluation where they discovered damage to LCD assemblyMr*** was informed that the limited hardware warranty does not cover accidental damage; therefore, Dell will not replace any damaged parts free of chargeOur representative offered fee-based repair; however, Mr*** elected not to pay for the repairs; therefore, the unit was sent back unrepairedHis request for free repair, replacement or refund was respectfully deniedMr*** 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 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 Team Incident ID: ***
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: The customer representative has essentially lied his way through the entire process and at this point is just straight up making facts that aren't true about my correspondences with Dell
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants the warranty extended and the technical issued resolvedWe
regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceAs a gesture of goodwill and in the interest of customer satisfaction, warranty has been extended until July 20, Mr*** stated that he’s traveling and will contact our support for technical assistance at a later dateShould he have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact, or for online assistance at www.Dell.com/Support
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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 submissionOur records indicate the Dell
representative; *** has been in contact with the customer regarding their concerns. *** has apologized for any disappointment or inconvenience this matter may have caused *** ***. The representative made clear to our customer that we understand it is discouraging for our customers when we are unable to meet the supply and demand of a particular promotionThis is the very reason why Dell has a disclaimer on our website which informs potential customers, prices and promotions are subject to change without noticeThat being said, our representative generously made an offer to the customer for which they have currently declined to accept. We would like to encourage *** *** to reconsider and if they decide they would like to accept ***’s offer, please have the customer contact our representative directly by email at ***@Dell.com and he will be happy to assist the customer. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative followed up with the customer and authorized a credit for the warranty as requestedThe representative confirmed the credit has posted but respectfully denied the request for a return months outside the return periodWe ask that he contact the representative at ***@Dell.com for further assistance she may need regarding this matterAdvanced Resolution Group Incident *** Dell Inc
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:I submit the email and response that was sent to Dell and *** via email on April To date there has been no response to this and therefore I reject the resolution as the resolution is only temporary and not a permanent solutionI have addressed this fact multiple times and in fact the Dell tech that came to my home even agreed with me.***,Thanks for your reply but sorry as I do not accept your response as a resolving of my case either with Dell or the Revdex.com and will continue to fight for the rights of myself as a consumer of a faulty product and for those other consumers that are also facing the issuesSimply dismissing something as an open forum and saying that Dell has no known issues with this system is absolutely falseEven in the worst case scenario, Dell has documented issues with this system from myself and I am sure countless othersPerhaps a report should be pulled from Dell's systems showing the reported issues from consumers in regards to the Dell XPS AIO and see how many of those reported issues are related to my reported issueI work in IT as well and I certainly know that this type of data mining is absolutely possible.In regards to the Windows product key, you are telling me Dell keeps no records of which keys are assigned to which Service Tag number? Most if not all Dell systems are shipped with a sticker that shows the Windows license key on itI find it hard to believe that Dell doesn't know which keys are being shipped with which systems.As far as technical assistance in the future, this will not be possible after the expensive extended warranty I purchased (that I still feel I should be reimbursed for) expires in OctoberThe cost of support and parts after October will be extremely expensive. As a result I am still requesting that my system be swapped with a Dell XPS system with similar configurations so that I do not have to fear this issue reoccurring.I am requesting that this case be kept open until a suitable solution is foundIf it means going further in the hierarchy at Dell to get this satisfactorily resolved, then I am more than willing to do that and I ask that I be provided with the name, title, physical and email address, and phone number of the highest member of management that I can talk to. I am sure this information can be provided to me especially as a consumer asking for it.Thank you.Most sincerely,*** ***
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, respectfully denied Ms***’s request for a return, however; as a one-time goodwill gesture, he offered her onsite service, which
she acceptedOur records indicate the service is complete and Ms*** has not responded to subsequent contact attempts*** remains available and may be contacted via e-mail at ***@Dell.comWe regret any dissatisfaction Ms*** may have experienced and appreciate the feedback provided regarding her Dell Experience.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***-***Our representative, ***, has contacted Ms***-*** and our records indicate the system has been deliveredMs***-***, however, has not responded to
subsequent contact attemptsWe regret the dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Today’s Date: 03/03/2016 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 correspondenceAt
this time the agent has confirmed with the customer the coupon was received and the matter addressedWe 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: 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,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** attempted several times to reach the customer by email and phoneWe show returns were authorized and prepaid shipping labels but we do not show that Ms*** has utilized the return shipping labelsThe customer will need to return the items before a credit can be processedWe ask that the customer have the merchandise in transit back to Dell by 3/10/or the return authorizes will be cancelledThe customer may contact the representative by emailing ***@dell.comSincerely Advanced Resolution Group Incident *** Dell
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
Only if in the resolution I receive a new keyboard with a warranty to cover any problems that come up with itI do not want a refurbished keyboard.This situation has interfered with my ability to communicate on the internet due to the disappearing digits on the keys
Regards,
*** ***-***
The Dell representative is continuing to work with the customer to reach a resolution
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