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 do want Dell to stop contacting meEven after this resolution, other agents than the named one have called me up to three times in a day to continue to address this issue
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I also want proof that the delinquent/late payment notifications to all credit bureaus have been completely removed and my credit has been restoredI do NOT want them simply marked as settled, they need to be removed from my reports
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 *** continues to work with the customerThe customer recent rebuttal in regards to her receiving a free extended warranty is not validWe request the customer review the records in the Revdex.com Portal on May 16th we clearly explained in our update to the Revdex.com that the exchange would be covered under a day warrantyBelow is a copy of that update: Monday, May 16, 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 submissionWhile we understand the information the customer reviewed on line prior to registering the system into their nameWe have offered to replace the system under the terms and conditions of the warrantyThe system will be covered under a day warranty, the customer has days to accept the offer after which Dell will not respond further on this matterPlease review additional information available at this link specific to the Retail End User Agreement: *** The representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell IncAt this we request the customer follow up with the resolver to move forward with the exchangeOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because:Because a laptop has a hinge that rotates a full degrees does not change its form factor and make it a different class of deviceTo reiterate, I am comparing a Lenovo's 13.3" touchscreen Yoga laptop to Dell's 13.3" touchscreen XPS laptopThey are both universally considered "Ultrabooks" and both meet the universal definition for being a "laptop" as they both have a full non-removable keyboard and touchpadThe Yoga advertises that is a "2-in-laptop" because it's hinge rotates a full degrees so the back of the display can sit flat against the base of the computerThis would allow a user to hold it like a tabletBut the keyboard sticks out on the bottom and is not removable so it is NOT a tablet but any definitionAny reasonable person would acknowledge that the degree hinge does not fundamentally change the device or put it in a different class of device from the XPS They are both clearly still laptops! Furthermore, because the Yoga can do something that the XPS cannot do, yet maintain all the same functions of the XPS (it doesn't compromise anything to gain the degree hinge), it defies logic that having an additional feature would disqualify the Yoga laptop from price match eligibility with the XPS 13.Again, both laptops share the same hardware required to be eligible for Dell's price match offer as stated on their website: 1) same exact processor (Intel 6th gen core i7-6560u processor), 2) same exact RAM (8GB DDRRAM), 3) same exact hard drive capacity (256GB PCIe SSDs), 4) same operating system (Windows 10), 5) same screen size and resolution (13.3" 3200xQuad HD resolution), 6) both have touchscreens, 7) same graphics (Intel Iris 540)Not only does it meet all of the listed criteria on Dell's website, both PCs alsp weigh within 0.1lbs of each other (2.8lbs for the Yoga and 2.9lbs for the Dell XPS 13) and both have the brand new Thunderbolt 3/USB Type C Gen port (which many PCs do not have yet)Nothing in Dell's price match offer mentions hinge flexibility as a criteria for price matchingNothing states that the XPS (or any other Dell PC) is excluded from the offer. Due to my experience with Dell, I no longer wish to purchase a PC from them, even if they changed their position and offered to match the priceBut they need to change their price matching ad campaign and website that lists the criteria for price matching to specifically exclude the XPS from price matchingIt is abundantly clear they will find any excuse to deny the price matching for a clearly comparable computer when they don't like the price that was found by the customerAnd then they proceed to try to sell you on an inferior computer.The price match criteria from Dell's website at *** states as follows: How Dell’s Price Match worksDell.com wants you to love your new technology without worrying about priceIf you find a lower price advertised on the internet for a similarly configured Dell, HP, Lenovo or Apple computer, or any identical electronics product, we will match that price.Step 1:Identify the eligible, lower-priced product you wish to price match on a qualifying retailer website.Step 2:Share the active link showing the exact-match, lower-priced item with a Dell sales expertShare via the Chat tool on Dell.com or call###-###-####Once validated, they will complete your purchase.Chat Now Products Dell will match:A new personal computer from HP or Lenovo sold on their respective U.Swebsites that shares these same key specs with a Dell PC:oOperating systemoMemoryoHard disk drive capacityoGraphics solution (i.eGPU)oScreen Size and ResolutionoTouch capabilityoProcessorA new Dell personal computer sold by any of the retailer websites we will match (listed below) but only if that PC shares the same key specs (listed above) as a PC on dell.com.A new electronics or accessory item sold by any of the retailer websites we will match(listed below) with an identical Manufacturer’s Part Number to an electronics and accessory item sold in the “for home” section ofwww.dell.com.What Dell won’t match:•Any “Marketplace” Pages where an order is fulfilled by a third party rather than the owner/operator of the retail website, for example, Amazon Marketplace pages.•Any limited quantity, deal-of-the-day, flash sales, clearance, closeout, discontinued, “doorbuster,” Black Friday/Cyber Monday (the week before and after Thanksgiving) and Green Monday prices.•Any price that is based upon rebates, coupons, financing offers, errors, bundling of products or services, gift cards, or gift card offers.•Any prices not advertised on one of the websites below.•In-store only pricing.•Any product purchase intended for resaleDell will only match one item per customer.•Any lower-priced offer for a product that is on a lead time, rain check, or out of stockProduct must be in stock and immediately available.•The matched price cannot be combined with any other promotion or discountThe requested matched price will be the final price.•Price match cannot be combined with or apply to Dell’s Member Purchase Program offers or discounts•Any price from a paid membership club or paid loyalty programs (e.gprices that require a club or loyalty card that is associated with a membership fee)Examples include, but are not limited to, Costco.com & SamsClub.com.Retailer websites Dell will match for pricing on PCs, electronics & accessories:•Amazon.com•Apple.com•BestBuy.com•BHphotovideo.com•HP.com�...⇄ According to their stated policy, the price match request should have clearly been grantedThere is no laptop on the market today that is more comparable to the XPS than the Yoga But like I said, I am dropping my personal request for Dell to honor this price match (I no longer wish to buy any computers from them)But the policy published to the public and related advertising campaign needs to cease in its current form
Regards,
*** ***
Complaint: ***
I am rejecting this response because: it in no way indicates their service will do anything other than what it does now Saying your sorry does not mean a thingBill have my day by never doing business with them again and do my best to steer grinds an relative away from their company
Regards,
*** ***
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, ***, apologized for the problems and confirmed the credit has processed and funds have been posted back to the gift cardAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer. Thank you for providing a copy of the submissionDell representative *** from our Alienware Corporate office out of *** has attempted several times to reach Mr*** By email and phone. Unfortunately Mr*** has not replied should he still need assistance we ask that he contact the representative by emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and respectfully denied his request for a replacement gift card per the terms and conditions for gift cardsMr*** has
not responded to subsequent contact attemptsWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience*** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
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 customerThank you for providing a copy of the submissionThe Dell representative *** contacted the customer and offered as a goodwill gesture a 20% discount if the customer does extend the warrantyIn regards to promotions that are offered “As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior notice”At this time the representative is waiting on the customer to follow up with his decisionPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,
Our records indicate that Dell representative *** is working on the credit and will follow up with the customer once completedPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Complaint: ***
I am rejecting this response because:Enough is enoughDell has failed to provide me with a working laptop since my original purchase in October. The newest screen that was replaced by the onsite technician is also faulty as wellThere is physical debris inside the display, meaning a manufacturing errorThis would have happened if the screen were put in at my house, at Dell's depot, or out in the woods. Also, this screen still fails to fix the biggest issue with this computerThe replacement laptop they sent me has a hardware/software feature called G-SyncThis feature shuts off the lower power graphics card (integrated graphics) and makes the LCD screen and the Nvidia Graphics card in the laptop work together to synchronize their images with one anotherThis feature is supposed to save power and provide a better image.Since the original screen replacement, this feature has not worked at all, NOR can I re-enable the low power graphics to save power.Why is this an issue? Well, this laptop is owned by a Mechatronic Engineering Student (Myself) and is used for my degree. Because Dell has dismissed this issue time and time again, I cannot make it through a single minute class without the laptop running out of batteryThis is completely unacceptable, and I truly can't believe Dell is dismissing this when they (Dell) have damage my academic career by not providing me a working laptop.It's clear to me that Dell is trying to push this issue off to Costco, but I believe that is unfairThey are not the bad guys here.I went to Alienware (Dell) as soon as the computer started to have issues, because I am a firm believer in big brand faithLarge companies are supposed to have the resources to fix these kinds of problems. Instead of solving this issue for me, Dell has beaten around the bush so to say, and failed to provide a working laptopIn almost months!I'm tired of being lied to and deceived by Dell and am ready to get out of this nightmare they have caused meMy academic career has suffered because of this whole scenario and that's something that I DO NOT take lightly.
Regards,
*** ***
Dear RevDex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Customer expressed dissatisfaction with Dell product, service and support and wants a replacement unit or a 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 assistanceOur representative informed the customer that Dell has a thirty (30) day Return Period and, as the order invoiced during September, 2016, a refund would not be an option
Our representative denied the replacement or refund request and offered service and support per the terms of Dell’s Limited Hardware Warranty, which the customer declined.
We remain ready to assist the customer within the terms of the warranty and our other policiesShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.*** or for online assistance at www.***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dell representative *** worked with this customer to resolve the issues as reported in the complaintThe issues are resolved and this case is closedOur representative may be reached at ***@dell.com
Complaint: ***
I am rejecting this response because:
Dell incompetence to released a firmware that broke many computers globally should be in the position to replace the faulty motherboardDell is aware of the faulted bios issue, yet they continue to be in denial of the factsI am very dissatisfied with the response of their litigation team.
Regards,
*** ***
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 matterIn the
interest of customer satisfaction, our representative processed a product returnOur records show that the credit for order# *** has been posted to the original form of payment, which should reflect on her next billing statementOur 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 by 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: I was not informed of the return policyYes Ms*** contacted me via email but cut communication pretty much off with me once product was received on 12/06/I had to dispute the charge on my credit card 12/16/because I had yet to be credited by DellI'm not satisfied with customer service at all!Thanks,*** ***
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative contacted her and respectfully denied the request for a new system exchange, however; an exchange, per the terms and conditions of the Dell Limited
Warranty, was offered and acceptedThe exchange has been dispatched and our representative has provided their contact information and remains available to assist Ms***.
Sincerely,
Advanced Resolution Group
Incident 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 to address the technical issues per the Terms and Condition of the active Hardware Warranty, but the customer says he is unwilling to accept the assistance but instead, would prefer Dell make an exception and authorize a new system exchange. Please understand the Hardware Warranty clearly states that in order for a customer or end user to receive any service or support, they must first participate in the trouble-shooting process so that Dell can ascertain with certainty what exactly the problem is, in order that we appropriately address the matter. Nonetheless, in the interest of customer satisfaction, and in an effort to resolve this matter for our customer, *** has offered to send Mr***’s computer to the Dell Depot for a thorough examination and repair; but again the customer has refused to accept the assistance. Unfortunately, there is very little Dell can do if the customer refuses to co-operate; so we have no other option than to close the case. Please have the customer contact our representative directly by email at ***@Dell.com if they should change their mind and indicate they wish to have the matter addressed; we will be happy to reopen and work the case at that time. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with Dell service and support and wants a promotion reinstated for items he ordered which he wants to return as they were not compatible for his useSince the date of the
submission, a Dell representative contacted Mr*** to discuss his concernsIt appears a return authorization was in process and, as a one-time goodwill gesture for customer satisfaction reasons, our representative processed a concession coupon to assist Mr*** with a future purchase from Dell. Our representative provided contact information and will remain available should Mr*** need follow up assistance in this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Dell representative, Sreejith, is attempting to reach the customer by phone and email; however, has not yet been able to discuss the contents of
the submissionWe remain available to assist and ask that the customer contact our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
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
I do want Dell to stop contacting meEven after this resolution, other agents than the named one have called me up to three times in a day to continue to address this issue
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I also want proof that the delinquent/late payment notifications to all credit bureaus have been completely removed and my credit has been restoredI do NOT want them simply marked as settled, they need to be removed from my reports
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 *** continues to work with the customerThe customer recent rebuttal in regards to her receiving a free extended warranty is not validWe request the customer review the records in the Revdex.com Portal on May 16th we clearly explained in our update to the Revdex.com that the exchange would be covered under a day warrantyBelow is a copy of that update: Monday, May 16, 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 submissionWhile we understand the information the customer reviewed on line prior to registering the system into their nameWe have offered to replace the system under the terms and conditions of the warrantyThe system will be covered under a day warranty, the customer has days to accept the offer after which Dell will not respond further on this matterPlease review additional information available at this link specific to the Retail End User Agreement: *** The representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell IncAt this we request the customer follow up with the resolver to move forward with the exchangeOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because:Because a laptop has a hinge that rotates a full degrees does not change its form factor and make it a different class of deviceTo reiterate, I am comparing a Lenovo's 13.3" touchscreen Yoga laptop to Dell's 13.3" touchscreen XPS laptopThey are both universally considered "Ultrabooks" and both meet the universal definition for being a "laptop" as they both have a full non-removable keyboard and touchpadThe Yoga advertises that is a "2-in-laptop" because it's hinge rotates a full degrees so the back of the display can sit flat against the base of the computerThis would allow a user to hold it like a tabletBut the keyboard sticks out on the bottom and is not removable so it is NOT a tablet but any definitionAny reasonable person would acknowledge that the degree hinge does not fundamentally change the device or put it in a different class of device from the XPS They are both clearly still laptops! Furthermore, because the Yoga can do something that the XPS cannot do, yet maintain all the same functions of the XPS (it doesn't compromise anything to gain the degree hinge), it defies logic that having an additional feature would disqualify the Yoga laptop from price match eligibility with the XPS 13.Again, both laptops share the same hardware required to be eligible for Dell's price match offer as stated on their website: 1) same exact processor (Intel 6th gen core i7-6560u processor), 2) same exact RAM (8GB DDRRAM), 3) same exact hard drive capacity (256GB PCIe SSDs), 4) same operating system (Windows 10), 5) same screen size and resolution (13.3" 3200xQuad HD resolution), 6) both have touchscreens, 7) same graphics (Intel Iris 540)Not only does it meet all of the listed criteria on Dell's website, both PCs alsp weigh within 0.1lbs of each other (2.8lbs for the Yoga and 2.9lbs for the Dell XPS 13) and both have the brand new Thunderbolt 3/USB Type C Gen port (which many PCs do not have yet)Nothing in Dell's price match offer mentions hinge flexibility as a criteria for price matchingNothing states that the XPS (or any other Dell PC) is excluded from the offer. Due to my experience with Dell, I no longer wish to purchase a PC from them, even if they changed their position and offered to match the priceBut they need to change their price matching ad campaign and website that lists the criteria for price matching to specifically exclude the XPS from price matchingIt is abundantly clear they will find any excuse to deny the price matching for a clearly comparable computer when they don't like the price that was found by the customerAnd then they proceed to try to sell you on an inferior computer.The price match criteria from Dell's website at *** states as follows: How Dell’s Price Match worksDell.com wants you to love your new technology without worrying about priceIf you find a lower price advertised on the internet for a similarly configured Dell, HP, Lenovo or Apple computer, or any identical electronics product, we will match that price.Step 1:Identify the eligible, lower-priced product you wish to price match on a qualifying retailer website.Step 2:Share the active link showing the exact-match, lower-priced item with a Dell sales expertShare via the Chat tool on Dell.com or call###-###-####Once validated, they will complete your purchase.Chat Now Products Dell will match:A new personal computer from HP or Lenovo sold on their respective U.Swebsites that shares these same key specs with a Dell PC:oOperating systemoMemoryoHard disk drive capacityoGraphics solution (i.eGPU)oScreen Size and ResolutionoTouch capabilityoProcessorA new Dell personal computer sold by any of the retailer websites we will match (listed below) but only if that PC shares the same key specs (listed above) as a PC on dell.com.A new electronics or accessory item sold by any of the retailer websites we will match(listed below) with an identical Manufacturer’s Part Number to an electronics and accessory item sold in the “for home” section ofwww.dell.com.What Dell won’t match:•Any “Marketplace” Pages where an order is fulfilled by a third party rather than the owner/operator of the retail website, for example, Amazon Marketplace pages.•Any limited quantity, deal-of-the-day, flash sales, clearance, closeout, discontinued, “doorbuster,” Black Friday/Cyber Monday (the week before and after Thanksgiving) and Green Monday prices.•Any price that is based upon rebates, coupons, financing offers, errors, bundling of products or services, gift cards, or gift card offers.•Any prices not advertised on one of the websites below.•In-store only pricing.•Any product purchase intended for resaleDell will only match one item per customer.•Any lower-priced offer for a product that is on a lead time, rain check, or out of stockProduct must be in stock and immediately available.•The matched price cannot be combined with any other promotion or discountThe requested matched price will be the final price.•Price match cannot be combined with or apply to Dell’s Member Purchase Program offers or discounts•Any price from a paid membership club or paid loyalty programs (e.gprices that require a club or loyalty card that is associated with a membership fee)Examples include, but are not limited to, Costco.com & SamsClub.com.Retailer websites Dell will match for pricing on PCs, electronics & accessories:•Amazon.com•Apple.com•BestBuy.com•BHphotovideo.com•HP.com�...⇄ According to their stated policy, the price match request should have clearly been grantedThere is no laptop on the market today that is more comparable to the XPS than the Yoga But like I said, I am dropping my personal request for Dell to honor this price match (I no longer wish to buy any computers from them)But the policy published to the public and related advertising campaign needs to cease in its current form
Regards,
*** ***
Complaint: ***
I am rejecting this response because: it in no way indicates their service will do anything other than what it does now Saying your sorry does not mean a thingBill have my day by never doing business with them again and do my best to steer grinds an relative away from their company
Regards,
*** ***
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, ***, apologized for the problems and confirmed the credit has processed and funds have been posted back to the gift cardAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer. Thank you for providing a copy of the submissionDell representative *** from our Alienware Corporate office out of *** has attempted several times to reach Mr*** By email and phone. Unfortunately Mr*** has not replied should he still need assistance we ask that he contact the representative by emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and respectfully denied his request for a replacement gift card per the terms and conditions for gift cardsMr*** has
not responded to subsequent contact attemptsWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience*** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
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 customerThank you for providing a copy of the submissionThe Dell representative *** contacted the customer and offered as a goodwill gesture a 20% discount if the customer does extend the warrantyIn regards to promotions that are offered “As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior notice”At this time the representative is waiting on the customer to follow up with his decisionPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,
Our records indicate that Dell representative *** is working on the credit and will follow up with the customer once completedPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Complaint: ***
I am rejecting this response because:Enough is enoughDell has failed to provide me with a working laptop since my original purchase in October. The newest screen that was replaced by the onsite technician is also faulty as wellThere is physical debris inside the display, meaning a manufacturing errorThis would have happened if the screen were put in at my house, at Dell's depot, or out in the woods. Also, this screen still fails to fix the biggest issue with this computerThe replacement laptop they sent me has a hardware/software feature called G-SyncThis feature shuts off the lower power graphics card (integrated graphics) and makes the LCD screen and the Nvidia Graphics card in the laptop work together to synchronize their images with one anotherThis feature is supposed to save power and provide a better image.Since the original screen replacement, this feature has not worked at all, NOR can I re-enable the low power graphics to save power.Why is this an issue? Well, this laptop is owned by a Mechatronic Engineering Student (Myself) and is used for my degree. Because Dell has dismissed this issue time and time again, I cannot make it through a single minute class without the laptop running out of batteryThis is completely unacceptable, and I truly can't believe Dell is dismissing this when they (Dell) have damage my academic career by not providing me a working laptop.It's clear to me that Dell is trying to push this issue off to Costco, but I believe that is unfairThey are not the bad guys here.I went to Alienware (Dell) as soon as the computer started to have issues, because I am a firm believer in big brand faithLarge companies are supposed to have the resources to fix these kinds of problems. Instead of solving this issue for me, Dell has beaten around the bush so to say, and failed to provide a working laptopIn almost months!I'm tired of being lied to and deceived by Dell and am ready to get out of this nightmare they have caused meMy academic career has suffered because of this whole scenario and that's something that I DO NOT take lightly.
Regards,
*** ***
Dear RevDex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Customer expressed dissatisfaction with Dell product, service and support and wants a replacement unit or a 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 assistanceOur representative informed the customer that Dell has a thirty (30) day Return Period and, as the order invoiced during September, 2016, a refund would not be an option
Our representative denied the replacement or refund request and offered service and support per the terms of Dell’s Limited Hardware Warranty, which the customer declined.
We remain ready to assist the customer within the terms of the warranty and our other policiesShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.*** or for online assistance at www.***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dell representative *** worked with this customer to resolve the issues as reported in the complaintThe issues are resolved and this case is closedOur representative may be reached at ***@dell.com
Complaint: ***
I am rejecting this response because:
Dell incompetence to released a firmware that broke many computers globally should be in the position to replace the faulty motherboardDell is aware of the faulted bios issue, yet they continue to be in denial of the factsI am very dissatisfied with the response of their litigation team.
Regards,
*** ***
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 matterIn the
interest of customer satisfaction, our representative processed a product returnOur records show that the credit for order# *** has been posted to the original form of payment, which should reflect on her next billing statementOur 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 by 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: I was not informed of the return policyYes Ms*** contacted me via email but cut communication pretty much off with me once product was received on 12/06/I had to dispute the charge on my credit card 12/16/because I had yet to be credited by DellI'm not satisfied with customer service at all!Thanks,*** ***
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative contacted her and respectfully denied the request for a new system exchange, however; an exchange, per the terms and conditions of the Dell Limited
Warranty, was offered and acceptedThe exchange has been dispatched and our representative has provided their contact information and remains available to assist Ms***.
Sincerely,
Advanced Resolution Group
Incident 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 to address the technical issues per the Terms and Condition of the active Hardware Warranty, but the customer says he is unwilling to accept the assistance but instead, would prefer Dell make an exception and authorize a new system exchange. Please understand the Hardware Warranty clearly states that in order for a customer or end user to receive any service or support, they must first participate in the trouble-shooting process so that Dell can ascertain with certainty what exactly the problem is, in order that we appropriately address the matter. Nonetheless, in the interest of customer satisfaction, and in an effort to resolve this matter for our customer, *** has offered to send Mr***’s computer to the Dell Depot for a thorough examination and repair; but again the customer has refused to accept the assistance. Unfortunately, there is very little Dell can do if the customer refuses to co-operate; so we have no other option than to close the case. Please have the customer contact our representative directly by email at ***@Dell.com if they should change their mind and indicate they wish to have the matter addressed; we will be happy to reopen and work the case at that time. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with Dell service and support and wants a promotion reinstated for items he ordered which he wants to return as they were not compatible for his useSince the date of the
submission, a Dell representative contacted Mr*** to discuss his concernsIt appears a return authorization was in process and, as a one-time goodwill gesture for customer satisfaction reasons, our representative processed a concession coupon to assist Mr*** with a future purchase from Dell. Our representative provided contact information and will remain available should Mr*** need follow up assistance in this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Dell representative, Sreejith, is attempting to reach the customer by phone and email; however, has not yet been able to discuss the contents of
the submissionWe remain available to assist and ask that the customer contact our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell