Complaint: ***
I am rejecting this response because:This dispute has not been resolved and Dell is not taking care of their productsAfter returning it to them twice and could not fix it!! Accused us of pouring liquid on it! Which we did not!! What do you have to do after spending the money to buy their product which has not worked since we have had it!! We are demanding a new computer!!! We are a company owned business and if we treated our customers the way they have treated us we would out of business!! They will not be recommend to our customers and I will not buy their product again!!
Regards,
*** ***
Complaint: ***
I am rejecting this response because: as can be seen from their response it is different than their first response. It is clear they have no intention of honoring their promotion and continue to make different excuses for not providing the TV per the promotion. The data provided clearly shows we ordered the correct laptop and in the time frame that the TV promotion was active
Regards,
*** ***
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
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has informed the customer his warranty has expired but did offer fee based repairs at a discount. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***_***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Complaint: ***
I am rejecting this response because: we have not come to a conclusion regarding the review of the power companion. In addition to that, this video shows that my keyboard appears to be a bit defective Not registering keyboard presses unless they key is pressed square in the middle of the key Not all keys have this The keys effected are: "E","R","U","I","H",","This further shows that it is a defect, and that the rest of the keyboard does not exhibit this behavior The video only show the "R" key, but the rest listed have the same problem.Video: (With audio) - ***
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 product replaced or refundWe 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 assistance. Our representative explained the terms of the Limited Hardware Warranty and the Return PolicyOur records indicate that returns for the following order numbers have been processed to the original form of payment: ***, ***, and ***Furthermore, due to product availability issues, a return for order number *** has been issued; however, customer has not yet sent in the product back to Dell using the pre-paid shipping labelShould Mr*** have any additional concerns regarding this case, he can reach out to our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,
Our records indicate the representative *** followed up with the customer advised the customer Dell warranty explains part replacement is refurbished and respectfully denied request for new parts or exchangeWe have included the link for the customer to review the hardware warranty terms and conditions*** We request the customer contact the representative at ***@Dell.com for any further assistance he may need regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a
twenty-one (21) day Return Period and, as the order invoiced during November, 2014, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to assist with the technical issues and, for customer satisfaction reasons, processed a system exchange to replace the computer 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
Complaint: ***
I am rejecting this response because:Dell is stating that the problem we experienced had nothing to do with updating the bios. Here's the facts; we know that that's exactly what happened because we were there. We updated the bios and the laptop immediately had this problem. Dell wasn't present when this happened, but we were and we're telling the truth. It amazing and frustrating at the same time that Dell doesn't believe us because they know this is a common problem with this laptop. It has become apparent that Dell is intent to stay on script and not even consider the possibility that their customer could be telling them exactly what happened. At this point, the only good thing to come of this claim would be if the Revdex.com would display this communication on their website and let other consumers decide for themselves if they want to do business with Dell
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Again, as stated in my previous response, Dell representatives refused to go into any detailed explanation on why they have determined the damage was caused by user They simply used the same blank statement again and again They didn't even bother to mention the nature of the damage or the word "hinge" in all of their responses Dell representatives are unprofessional and dishonest
Regards,
*** **
Complaint: ***
I am rejecting this response because:I sent email saying the problem still exists after repair. I've given up on Dell.The computer is with Square Trade the warranty company for Staples
Regards,
*** ***
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 Dell
representative; *** has been instrumental in assisting the customer in receiving the needed cables and adaptor in order for them to be able to setup their computer station with multiple monitors. We certainly do apologize for any frustration 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
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
Please encourage Dell.com to handle customers wellI am expecting that they can respect its customers and stop calling-back practice, which caused lots trouble for customers and dell.com itself
Regards,
*** ***
Complaint: ***
I am rejecting this response because: First off, I did send my laptop to be repaired at your depot. I got it back again and there are still issues with it. As I said previously, this is the 4th Motherboard put in the laptop in a year, obviously replacing the Motherboard isn't fixing what's really wrong with this laptop. I am still wanting a new laptop or an extended warranty at NO COST to me.
Regards,
*** ***
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
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has replaced the customer’s lost computer. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsThe representative worked with our account verification team to resolve this matterOur records
show that on May 4, a tax credit for order# ***, in the amount of $was posted to the original form of paymentOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur 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
Complaint: ***
I am rejecting this response because: Not at any point did I reject any assistance from DellAn outsourced tech did call me to schedule an in home repair but I was unavailable due to my jobThe tech was to notify Dell then get back in touch with me as to how to proceedI in turn had to call Dell myself as the tech never called me back, it was then that I was told by Dell that the tech told them I was not availableThe tech never returned my call to reschedule in home service and the only way I found this out was by calling Dell myselfNeither Dell nor the tech returned my call
Regards,
*** ***
Complaint: *** I am rejecting this response because: Yes, I was transferred to a rep who I explained everything to her while Rash was on the other lineShe said she would fix my account to not show any balance and close the accountShe said she would also send a request to remove the late payments on my credit report and remove the negative inquiries and I would take to daysAgain, I've been told a lot of this from Dell reps that I will believe they've done their job when I see itI am also waiting for the financial compensation I requested from Dell for all the hardship they made me go through by 1stnot doing their job properly and 2ndruining my credit even though there was plenty of documentation that showed Dell should of fix and credit my account long time ago and file erroneous information on my credit report and because of that I was denied a mortgage putting me and my family in a very hardship situation.My request is only $10,000.00 US dlls paid at once mailed to my address on file within two week from today 02-05-16 or I will purse legal options where I will request the maximum allowed by the law plus all fees from lawyers, court, etcRegards, *** ***
Complaint: ***
I am rejecting this response because:At 12:00pm est on 12/16/I was contacted by a different agent from dell.This agent was complaining that my money was refunded to me and demanded to know why I initiated a "charge back".This agent went on and complained to me requesting to know "Why would you initiate a charge back for such a small amount of money"Where does dell get off harassing me for trying to get my money back which they originally claimed I never paid them furthermore they cited my not paying for the reason the order was canceledAfter spending a number of minutes with this agent she transferred me to her supervisor *** ***I again explained the situation, he had a hard time understanding and seemed annoyed that I wanted my money back since dell canceled the orderI and even forwarded the email from *** to *** in an attempt to help him*** *** was unwilling to work though the issue over the phone and said he had to research the issue. And would email me.I received another call from dell at 1:50pm est on 12/16/to which I was hung up onI'm not sure what that was about.I am unwilling to mark this case as resolved until dell stops harassing me about getting my money back and I know the issue is truly resolved.Furthermore I would like to clarify that dells offer of 10% off a reorder does not applyAs the *** explained to me that he would offer 10% the list price of the item IF it were available but that he would NOT match the original priceThus if I wanted to reorder the TV I would have to pay hundreds of dollars more then the original sale.I would also like to say that both the original agent that contacted me and *** should have done research on the issue of the charge back BEFORE bothering meEspecially when *** had agreed that I should have been fully refunded
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** is in contact with the customerThe representative requested additional information to assist in determining a final resolutionWe ask that the customer follow up with the representative by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a new computer and a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided
Our records indicate at the time of purchase during 2013, the customer opted for a one year Dell depot mawarranty when warranty extensions and on-site service upgrades were available As the warranty expired in 2014, an exchange computer would not be an option Dell will not provide free out of warranty support or refund the out of warranty fee paid by the customer for the service provided Per the terms and conditions of Dell’s Limited Hardware Warranty, to distinguish between software and hardware problems, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering service Software related issues can oftentimes be remedied with our technicians over the telephone Since the date of the submission, a Dell representative contacted the customer to assist with the technical issues The customer declined this assistance and, to date, has not responded to subsequent follcontact attempts Should the customer reconsider and agree to troubleshoot with our representative, we ask that she contact our representative within ten days from this response at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:This dispute has not been resolved and Dell is not taking care of their productsAfter returning it to them twice and could not fix it!! Accused us of pouring liquid on it! Which we did not!! What do you have to do after spending the money to buy their product which has not worked since we have had it!! We are demanding a new computer!!! We are a company owned business and if we treated our customers the way they have treated us we would out of business!! They will not be recommend to our customers and I will not buy their product again!!
Regards,
*** ***
Complaint: ***
I am rejecting this response because: as can be seen from their response it is different than their first response. It is clear they have no intention of honoring their promotion and continue to make different excuses for not providing the TV per the promotion. The data provided clearly shows we ordered the correct laptop and in the time frame that the TV promotion was active
Regards,
*** ***
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
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has informed the customer his warranty has expired but did offer fee based repairs at a discount. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***_***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Complaint: ***
I am rejecting this response because: we have not come to a conclusion regarding the review of the power companion. In addition to that, this video shows that my keyboard appears to be a bit defective Not registering keyboard presses unless they key is pressed square in the middle of the key Not all keys have this The keys effected are: "E","R","U","I","H",","This further shows that it is a defect, and that the rest of the keyboard does not exhibit this behavior The video only show the "R" key, but the rest listed have the same problem.Video: (With audio) - ***
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 product replaced or refundWe 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 assistance. Our representative explained the terms of the Limited Hardware Warranty and the Return PolicyOur records indicate that returns for the following order numbers have been processed to the original form of payment: ***, ***, and ***Furthermore, due to product availability issues, a return for order number *** has been issued; however, customer has not yet sent in the product back to Dell using the pre-paid shipping labelShould Mr*** have any additional concerns regarding this case, he can reach out to our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,
Our records indicate the representative *** followed up with the customer advised the customer Dell warranty explains part replacement is refurbished and respectfully denied request for new parts or exchangeWe have included the link for the customer to review the hardware warranty terms and conditions*** We request the customer contact the representative at ***@Dell.com for any further assistance he may need regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a
twenty-one (21) day Return Period and, as the order invoiced during November, 2014, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to assist with the technical issues and, for customer satisfaction reasons, processed a system exchange to replace the computer 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
Complaint: ***
I am rejecting this response because:Dell is stating that the problem we experienced had nothing to do with updating the bios. Here's the facts; we know that that's exactly what happened because we were there. We updated the bios and the laptop immediately had this problem. Dell wasn't present when this happened, but we were and we're telling the truth. It amazing and frustrating at the same time that Dell doesn't believe us because they know this is a common problem with this laptop. It has become apparent that Dell is intent to stay on script and not even consider the possibility that their customer could be telling them exactly what happened. At this point, the only good thing to come of this claim would be if the Revdex.com would display this communication on their website and let other consumers decide for themselves if they want to do business with Dell
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Again, as stated in my previous response, Dell representatives refused to go into any detailed explanation on why they have determined the damage was caused by user They simply used the same blank statement again and again They didn't even bother to mention the nature of the damage or the word "hinge" in all of their responses Dell representatives are unprofessional and dishonest
Regards,
*** **
Complaint: ***
I am rejecting this response because:I sent email saying the problem still exists after repair. I've given up on Dell.The computer is with Square Trade the warranty company for Staples
Regards,
*** ***
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 Dell
representative; *** has been instrumental in assisting the customer in receiving the needed cables and adaptor in order for them to be able to setup their computer station with multiple monitors. We certainly do apologize for any frustration 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
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
Please encourage Dell.com to handle customers wellI am expecting that they can respect its customers and stop calling-back practice, which caused lots trouble for customers and dell.com itself
Regards,
*** ***
Complaint: ***
I am rejecting this response because: First off, I did send my laptop to be repaired at your depot. I got it back again and there are still issues with it. As I said previously, this is the 4th Motherboard put in the laptop in a year, obviously replacing the Motherboard isn't fixing what's really wrong with this laptop. I am still wanting a new laptop or an extended warranty at NO COST to me.
Regards,
*** ***
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
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has replaced the customer’s lost computer. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsThe representative worked with our account verification team to resolve this matterOur records
show that on May 4, a tax credit for order# ***, in the amount of $was posted to the original form of paymentOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur 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
Complaint: ***
I am rejecting this response because: Not at any point did I reject any assistance from DellAn outsourced tech did call me to schedule an in home repair but I was unavailable due to my jobThe tech was to notify Dell then get back in touch with me as to how to proceedI in turn had to call Dell myself as the tech never called me back, it was then that I was told by Dell that the tech told them I was not availableThe tech never returned my call to reschedule in home service and the only way I found this out was by calling Dell myselfNeither Dell nor the tech returned my call
Regards,
*** ***
Complaint: *** I am rejecting this response because: Yes, I was transferred to a rep who I explained everything to her while Rash was on the other lineShe said she would fix my account to not show any balance and close the accountShe said she would also send a request to remove the late payments on my credit report and remove the negative inquiries and I would take to daysAgain, I've been told a lot of this from Dell reps that I will believe they've done their job when I see itI am also waiting for the financial compensation I requested from Dell for all the hardship they made me go through by 1stnot doing their job properly and 2ndruining my credit even though there was plenty of documentation that showed Dell should of fix and credit my account long time ago and file erroneous information on my credit report and because of that I was denied a mortgage putting me and my family in a very hardship situation.My request is only $10,000.00 US dlls paid at once mailed to my address on file within two week from today 02-05-16 or I will purse legal options where I will request the maximum allowed by the law plus all fees from lawyers, court, etcRegards, *** ***
Complaint: ***
I am rejecting this response because:At 12:00pm est on 12/16/I was contacted by a different agent from dell.This agent was complaining that my money was refunded to me and demanded to know why I initiated a "charge back".This agent went on and complained to me requesting to know "Why would you initiate a charge back for such a small amount of money"Where does dell get off harassing me for trying to get my money back which they originally claimed I never paid them furthermore they cited my not paying for the reason the order was canceledAfter spending a number of minutes with this agent she transferred me to her supervisor *** ***I again explained the situation, he had a hard time understanding and seemed annoyed that I wanted my money back since dell canceled the orderI and even forwarded the email from *** to *** in an attempt to help him*** *** was unwilling to work though the issue over the phone and said he had to research the issue. And would email me.I received another call from dell at 1:50pm est on 12/16/to which I was hung up onI'm not sure what that was about.I am unwilling to mark this case as resolved until dell stops harassing me about getting my money back and I know the issue is truly resolved.Furthermore I would like to clarify that dells offer of 10% off a reorder does not applyAs the *** explained to me that he would offer 10% the list price of the item IF it were available but that he would NOT match the original priceThus if I wanted to reorder the TV I would have to pay hundreds of dollars more then the original sale.I would also like to say that both the original agent that contacted me and *** should have done research on the issue of the charge back BEFORE bothering meEspecially when *** had agreed that I should have been fully refunded
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** is in contact with the customerThe representative requested additional information to assist in determining a final resolutionWe ask that the customer follow up with the representative by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a new computer and a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided
Our records indicate at the time of purchase during 2013, the customer opted for a one year Dell depot mawarranty when warranty extensions and on-site service upgrades were available As the warranty expired in 2014, an exchange computer would not be an option Dell will not provide free out of warranty support or refund the out of warranty fee paid by the customer for the service provided Per the terms and conditions of Dell’s Limited Hardware Warranty, to distinguish between software and hardware problems, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering service Software related issues can oftentimes be remedied with our technicians over the telephone Since the date of the submission, a Dell representative contacted the customer to assist with the technical issues The customer declined this assistance and, to date, has not responded to subsequent follcontact attempts Should the customer reconsider and agree to troubleshoot with our representative, we ask that she contact our representative within ten days from this response at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc