A Dell representative is continuing to work with *** to achieve an amicable resolution for his concernsOnsite service was completed on July 1st, Our representative may be contacted directly via e-mail at ***
Complaint: ***
I am rejecting this response because:There has been a lot of confusion about this caseI've been contacted by *** as well as a few other representatives, each one is unaware of the others' correspondenceI tried to get in touch with *** with my concerns, but have been unable to reach her in a timely mannerShe gets back to me every few days to a weekThe specifications of the system replacement I confirmed do not match the specifications of the system I receivedI called several times but was unable to reach ***, I then emailed herHer response to me did not address my concerns, nor answer any questionsI still have not spoken to anyone from Dell headquarters in the United StatesMy latest frustration is with the fact that I did not receive the LED screen, the backlit keyboard, or the extended warranty that she offered and I agreed toInstead I received an LCD screen, standard keyboard (which isn't the main issue, just another empty promise), and absolutely NO warranty coverage on this systemMy confidence in Dell is non-existent and I just pray that this computer holds up past the next month or so.I would still like to speak to an American representative as I originally asked, or have the original agreed-upon specifications met to include an LED screen like the one my original computer came with, and an extended warranty of days
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe system has been out of warranty since the customer may go locally or contact our out of warranty departmentAt this time Dell considers this issue closedSincerely Advanced Resolution Group Incident *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
* ***
Complaint: ***I am rejecting this response because: I completely disagree that the hinge issue is "wear and tear" When the same issue happens twice in less than one year, this is called "poor material/workmanship"A quick Google search will show that I am not the only customer who suffered from this problem in this specific model Again, if it is wear and tear, why did Dell replace the previous laptop that experienced the same issue?Dell was under legal and ethical obligation to fix my laptopHowever, they did not comply with this obligationThey simply mentioned that "it is accidental damage", and when I argued with them that the laptop looks almost new with zero scratches or dents on the LCD, they changed their statement to the damage being "Normal Wear and Tear"Finally, they said the parts are no longer available, and sent me the laptop back (after almost a month) unrepaired.Some quick notes:1) After being initially examined by technicians at the depot, I was informed that I have to pay almost dollars to get the laptop fixed as it is accidental damageThey said they cannot replace only the hinge and that they need to replace the whole LCD assemblyI argued with them that it is not accidental damage, but they said " if you pay we will fix it, if you don't we will send it back to you unrepaired"I had to pay to get the laptop fixed and initiated my case in the Revdex.com.2) After opening the case, the assigned CSR called me and said that the laptop has sustained damage to a point where repair may not be possibleSame week, I received an email from depot informing me that they will ship laptop back to me because the necessary parts to complete the repair are not available (they should have checked on eBay, this specific part is a famous item there as many people are suffering from same problem )3) After that, the same CSR (who previously said that the laptop has sustained damage to a point where repair is not possible) sent me an email informing me that the laptop is repaired and that it is being shipped back to meHe wanted me to confirm that the laptop was "fully functional".When I opened the box, I found a two pieces laptop: a separate base and a separate touch screen assembly (with the broken hinge sitting there) with a single cable connecting themApparently, this is not a "repaired laptop".4) When I sent him an email saying that the laptop was not repaired, he called me and offered me a discount on a new laptop "as a gesture of good will"Of course I rejected the offer. I am not looking for discountsI am looking for my basic rights as a consumerThe right of having my laptop fixed when it fails due to poor materialDell wasted one month of my timeI was told contradictory things (laptop can be repaired/cannot be repaired - accidental damage/ normal wear and tear)This is very unprofessional attitude from a big company. Honestly, I believe my rights as a consumer have been violatedI will be heading to the small claims court to get this issue rectified properlyIt is not about getting this laptop fixed, it is about my rights as a consumer.Regards,*** ***
Dear Revdex.com, Our records indicate the customer did confirm they received the last creditThe customer confirmed he had no further questions or concernsSincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative advised the customer the order was cancelled because the item was
not available and the credit has been applied to the gift cardsThe customer placed an order for a different item and our records indicate it has been deliveredOur representative explained the order is not eligible for a gift cardThe customer has not responded to subsequent contact attemptsOur representative remains available and may be contacted directly via email at ***@Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
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 recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has confirmed the customer’s computer has been repaired to his specifications and a credit has been issued as compensation for his troubles. 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 GroupIncident ID# ***Dell Inc
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionOur records do not reflect the customers’ claims about a replacement if system failDell would not replace a system that is outside of warrantyAt this time Dell consider this issue closedAdvanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: I have heard from a Dell Representative and have followed their steps to resolve orderI replaced my order per their instructions on 11-3-and was to receive my new order on 11-5-per their day deliveryHere it is 11-11-and I still haven't received itWhen I try to track it via Fall it tells me is that a label has been createdThis is getting to be ridiculousThis is the 2nd time now I have ordered and they are not honoring what the say or advertise!
Regards,
*** Ratliff
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, our representative processed a replacement unit
Our records show that the replacement order# *** was delivered to Mr*** on July 9, under FedEx tracking# ***Our representative also followwith Mr*** to confirm resolutionWe 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 policies. Our representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID:
***Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission. A Dell representative, *** has recently contacted the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has provided the customer with a new system exchange which has been delivered to him. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: *** Dell now moves to close this matter regarding Incident ID: *** Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Dell representative *** worked with this customer to resolve the issues as reported in the complaintThe credit in the amount of $posted to his accountTherefore, the issues are resolved and our representative closed this case but may be reached at
***@dell.com
Today’s Date: 05/06/2015Dear 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, Jody Krajewski, to address the contents of their correspondenceDell regrets any
inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** .Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative explained Dells policy“ As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended”The representative explained the order did not get processedIf the customer has any further concerns we request they email the representative at ***@Dell.com Sincerely Advanced Resolution Group Incident *** 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 submissionOur records indicate the
Dell
representative; *** has authorized a full refund to the customer’s original
form of payment for the two orders placed. 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with our account verification team to resolve this matterPlease
note that the ownership transfer has been completed for service tag# ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, *** has attempted to contact the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has emailed the customer that his refund has been credited to his account. 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 Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative processed depot service which was completed on February
24th, Our representative also followwith Mr*** to confirm resolutionHis request for replacement or refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: *** Dell Inc
Complaint: ***
I am rejecting this response because:I didn't not ask for a new pc but due to dell's negligence they owed me o$to recover lost files z
Regards,
*** ***
A Dell representative is continuing to work with *** to achieve an amicable resolution for his concernsOnsite service was completed on July 1st, Our representative may be contacted directly via e-mail at ***
Complaint: ***
I am rejecting this response because:There has been a lot of confusion about this caseI've been contacted by *** as well as a few other representatives, each one is unaware of the others' correspondenceI tried to get in touch with *** with my concerns, but have been unable to reach her in a timely mannerShe gets back to me every few days to a weekThe specifications of the system replacement I confirmed do not match the specifications of the system I receivedI called several times but was unable to reach ***, I then emailed herHer response to me did not address my concerns, nor answer any questionsI still have not spoken to anyone from Dell headquarters in the United StatesMy latest frustration is with the fact that I did not receive the LED screen, the backlit keyboard, or the extended warranty that she offered and I agreed toInstead I received an LCD screen, standard keyboard (which isn't the main issue, just another empty promise), and absolutely NO warranty coverage on this systemMy confidence in Dell is non-existent and I just pray that this computer holds up past the next month or so.I would still like to speak to an American representative as I originally asked, or have the original agreed-upon specifications met to include an LED screen like the one my original computer came with, and an extended warranty of days
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe system has been out of warranty since the customer may go locally or contact our out of warranty departmentAt this time Dell considers this issue closedSincerely Advanced Resolution Group Incident *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
* ***
Complaint: ***I am rejecting this response because: I completely disagree that the hinge issue is "wear and tear" When the same issue happens twice in less than one year, this is called "poor material/workmanship"A quick Google search will show that I am not the only customer who suffered from this problem in this specific model Again, if it is wear and tear, why did Dell replace the previous laptop that experienced the same issue?Dell was under legal and ethical obligation to fix my laptopHowever, they did not comply with this obligationThey simply mentioned that "it is accidental damage", and when I argued with them that the laptop looks almost new with zero scratches or dents on the LCD, they changed their statement to the damage being "Normal Wear and Tear"Finally, they said the parts are no longer available, and sent me the laptop back (after almost a month) unrepaired.Some quick notes:1) After being initially examined by technicians at the depot, I was informed that I have to pay almost dollars to get the laptop fixed as it is accidental damageThey said they cannot replace only the hinge and that they need to replace the whole LCD assemblyI argued with them that it is not accidental damage, but they said " if you pay we will fix it, if you don't we will send it back to you unrepaired"I had to pay to get the laptop fixed and initiated my case in the Revdex.com.2) After opening the case, the assigned CSR called me and said that the laptop has sustained damage to a point where repair may not be possibleSame week, I received an email from depot informing me that they will ship laptop back to me because the necessary parts to complete the repair are not available (they should have checked on eBay, this specific part is a famous item there as many people are suffering from same problem )3) After that, the same CSR (who previously said that the laptop has sustained damage to a point where repair is not possible) sent me an email informing me that the laptop is repaired and that it is being shipped back to meHe wanted me to confirm that the laptop was "fully functional".When I opened the box, I found a two pieces laptop: a separate base and a separate touch screen assembly (with the broken hinge sitting there) with a single cable connecting themApparently, this is not a "repaired laptop".4) When I sent him an email saying that the laptop was not repaired, he called me and offered me a discount on a new laptop "as a gesture of good will"Of course I rejected the offer. I am not looking for discountsI am looking for my basic rights as a consumerThe right of having my laptop fixed when it fails due to poor materialDell wasted one month of my timeI was told contradictory things (laptop can be repaired/cannot be repaired - accidental damage/ normal wear and tear)This is very unprofessional attitude from a big company. Honestly, I believe my rights as a consumer have been violatedI will be heading to the small claims court to get this issue rectified properlyIt is not about getting this laptop fixed, it is about my rights as a consumer.Regards,*** ***
Dear Revdex.com, Our records indicate the customer did confirm they received the last creditThe customer confirmed he had no further questions or concernsSincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative advised the customer the order was cancelled because the item was
not available and the credit has been applied to the gift cardsThe customer placed an order for a different item and our records indicate it has been deliveredOur representative explained the order is not eligible for a gift cardThe customer has not responded to subsequent contact attemptsOur representative remains available and may be contacted directly via email at ***@Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
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 recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has confirmed the customer’s computer has been repaired to his specifications and a credit has been issued as compensation for his troubles. 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 GroupIncident ID# ***Dell Inc
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionOur records do not reflect the customers’ claims about a replacement if system failDell would not replace a system that is outside of warrantyAt this time Dell consider this issue closedAdvanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: I have heard from a Dell Representative and have followed their steps to resolve orderI replaced my order per their instructions on 11-3-and was to receive my new order on 11-5-per their day deliveryHere it is 11-11-and I still haven't received itWhen I try to track it via Fall it tells me is that a label has been createdThis is getting to be ridiculousThis is the 2nd time now I have ordered and they are not honoring what the say or advertise!
Regards,
*** Ratliff
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, our representative processed a replacement unit
Our records show that the replacement order# *** was delivered to Mr*** on July 9, under FedEx tracking# ***Our representative also followwith Mr*** to confirm resolutionWe 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 policies. Our representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID:
***Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission. A Dell representative, *** has recently contacted the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has provided the customer with a new system exchange which has been delivered to him. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: *** Dell now moves to close this matter regarding Incident ID: *** Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Dell representative *** worked with this customer to resolve the issues as reported in the complaintThe credit in the amount of $posted to his accountTherefore, the issues are resolved and our representative closed this case but may be reached at
***@dell.com
Today’s Date: 05/06/2015Dear 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, Jody Krajewski, to address the contents of their correspondenceDell regrets any
inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** .Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative explained Dells policy“ As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended”The representative explained the order did not get processedIf the customer has any further concerns we request they email the representative at ***@Dell.com Sincerely Advanced Resolution Group Incident *** 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 submissionOur records indicate the
Dell
representative; *** has authorized a full refund to the customer’s original
form of payment for the two orders placed. 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with our account verification team to resolve this matterPlease
note that the ownership transfer has been completed for service tag# ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, *** has attempted to contact the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has emailed the customer that his refund has been credited to his account. 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 Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative processed depot service which was completed on February
24th, Our representative also followwith Mr*** to confirm resolutionHis request for replacement or refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: *** Dell Inc
Complaint: ***
I am rejecting this response because:I didn't not ask for a new pc but due to dell's negligence they owed me o$to recover lost files z
Regards,
*** ***