Complaint: ***
I am rejecting this response because:I have an email from the 10th support rep I spoke with on the night of 9/into the morning of 9/ She states "We understand that you have outlet new, but in our records it shows refurbished."Dell offered me 35% off to keep the computer that DID NOT work and I had to fight to even get a refund There is NO WAY the computer they shipped me was new or had been tested I have a video of the fact that the piece of junk wouldn't even boot:***I did not want a refund I want what they said I was getting when the took my money Fraud is still fraud.Refurbished is NOT new They are mutually exclusive
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I was originally promised a new computer tower and they failed to get the proper return box to meI eventually decided reconditioned parts were okay because I just want my son's computer to work and Dell has given us so much of the run around.We have cooperated with their policies and they purposely neglected to contact us within a decent time to tell us they can no longer exchange it
Regards,
Keith U***
Complaint: ***
I am rejecting this response because:As stated at least three times alreadyThe problem was caused by an update which appears to have been intentionally sent by Dell, Incto strip my computer of its Operating System after they were aware that my warranty expiredTheir desire was to then force me to pay to have what was stolen replaced.This is ransomwareThe puveyors of the ransomware which my employer received offered a code to fix their encryption for $per personDell, Inchas done the same thing but only asked $to restore what was destroyedThere has never been a warranty for ransomware because it is a criminal activityIt is one thing to say your software is not guaranteed, quite another to intentionally steal purchased software then offer what was stolen in return for a fee to increase a business's bottom line.This report was made to the Revdex.com because I am recording criminal activity which other people, less aware of how computers work and "good business schemes" rob, might not detect or realizeMillions of honest, hard-working, lower income Americans may be paying for this kind of extortion.It may be true that Dell, Incwill refuse to pay for the intentional damage they did, and the promises made for the "boot drive" they sent with nothing on itThat doesn't mean that people shouldn't be aware of what was done and what the corporation's attitude is about fair and honest business practices, in this case, criminal activity.America needs to learn that trickery, thievery, and purveying ransomware are not honorable business practicesDell, Incneeds to know that what they have done is obvious and very detrimental to good customer/future customer relationsIndeed, this kind of practice could cost a great deal more in lost business than it does in failing to extort.At least in my case, I will never buy another Dell, Incproduct for my home or businessI still ask the corporation to be honorable and restore what they have stolen and $for my time and effortThis is definitely not "free"It has cost me a lot of time and money alreadyIf the software is restored, it will be the most expensive software I have ever purchasedThis is probably part of the scheme: have people weigh whether to buy replacement software or have the old stolen software replaced for a fee
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***. We regret the dissatisfaction however Dell does not offer loaner unitsOur representative explained the terms of sale, limited hardware warranty, and return policyThese do not include loaner units and require proper troubleshooting.***Our representative also offered technical assistance, as well as, an onsite and a depot servicePlease note that Ms*** elected not to accept our offer of assistanceHer request for a replacement unit was respectfully denied as records indicate offers for technical support, depot, and onsite service have been declined or canceled by the customerWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesShould the customer reconsider working with our representative they may be contacted directly via e-mail at ***@Dell.com.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Even though the response says that the laptop will not be fixed unless I pay up, the laptop was fixed and returned to me, free of chargeI believe there is some serious communication breakdown in Dell*** called me in a harsh voice and informed me that I have to pay as laptop is not under warrantyWhen I initiated the repair with Dell, the laptop was under warrantyThat is the only reason that I was able to send the laptop to Dell repair facility free of cost(Warranty end date was 26th May)However once it reached the facility, the warranty started showing up as expiredIn the middle of all this mess, Dell kept informing me through *** and many other channels that I have to pay for the laptop and they are returning it without fixing itI was in for a surprise when I opened the return package and found a fully fixed laptopIf the laptop was fixed accidentally, I thank the technicians who worked on it honestly and honored the laptop warranty(I have proof of warranty which DELL claims as expired). Dell really needs to work on their communication systems and give a little more respect to the products they sell and customers who buy themIn the email conversation with ***, I was informed that a laptop is an electronic device and it can stop working any time after the warranty periodThat single line sums up the attitude Dell has
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 Our records indicate Dell
representative; *** has discussed the depot repair matter with the customer and the customer has accepted the $concession offered him for the disappointing repair transaction. We certainly do apologize for any negative experience this matter may have caused our customerPlease 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
Thank you for providing a copy of the customer submission. A Dell representative, *** has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***
Today’s Date: 06/22/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe
customer states technical and customer service concernsAt this time the agent completed the system exchange and confirmed with the customer it was received in proper orderThe agent also took the customers feedback concerning the customer service issues and delaysDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I see that Dell here is in a big hurry to close the case instead of trying to reach a satisfactory resolution with meDell has offered a small discount compared to the original advertised dealAt this point, I don't really care about any compensation but I do not want Dell to just get away with this and add it to their portfolio on Revdex.com as a resolved complaintI just would like if I can give them a negative rating similar to what users do on eBay or Amazon so next time they make sure before they make any more "typographical" errors
Regards,
*** ***
Thank you for providing a copy of the customers’ submissionDell representative, *** is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at
***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with communication expectations for their Dell account and wants the warranty entitlement issues resolvedWe regret any
dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and worked with the account verification department to resolve this matterOur records indicate that the account and warranty entitlement related issues have been resolvedShould Mr*** have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***.Sincerely, Advanced Resolution Group Incident ID: *** Dell
Complaint: ***
I am rejecting this response because: I was not aware that the McAfee had not been added to my PC until I went to try to renew I feel Dell should have given me instructions on how to obtain the McAfee program and let me know that it was up to me to do so (following the same protocol they did when I purchased both Corel and Microsoft programs through Dell) Since I wasn't contacted, I did not know that I needed to do anything Since they continue to promote month McAfee programs with new computer purchases, I do not understand why it is not possible to simply give me the subscription now for the next months I feel they are using this as a marketing attraction, knowing full well that many consumers will not know that it is up to them to take steps for proper installation I am also not satisfied with Dell's response (lack of response) to the unprofessional, inept customer service and the fact that I was bounced around for hours and days at a time because on one department knew what to do If their technicians know that the McAfee must be installed within the first days (or the benefit is lost) then someone should have told me that long before I got to this stage and had to engage the Revdex.com to get an answer.
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe Dell representative *** has followed up with Ms*** and confirmed funds were applied back to the credit cardThe customer may use credit order *** posted on 5/9/Sincerely, Advanced Resolution Group *** Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerOur records do not reflect what Ms*** claims Dell has provided pictures of the shattered screen this type of damage is considered accidental damageDell is at an impasse with Ms*** and has moved to close this complaintSincerely, Advanced Resolution Group *** Dell
Dear Revdex.com, Dell records show that Ms*** purchased mail in service as the hardware warranty after telephone troubleshooting is completedThe customer has been offered this service on each occasion which she has declinedThe system is still covered under a hard ware warranty until May If Ms*** would like to move forward with the resolution she may contact Dell Support via chat, email or phone by visiting www.Dell.com/ContactSincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDells website clearly states before you download/install the BIOS update: Warning: Do not turn off your computer or disconnect from your power source while updating the BIOS or you may harm your computer Advanced 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 customerDell records indicate the warranty expired on 8/27/the service call was completed on 5/22/As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # *** 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
Regards,
* *** ***
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 their laptop has been repaired and shipped back to them. 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
Complaint: ***
I am rejecting this response because:I have an email from the 10th support rep I spoke with on the night of 9/into the morning of 9/ She states "We understand that you have outlet new, but in our records it shows refurbished."Dell offered me 35% off to keep the computer that DID NOT work and I had to fight to even get a refund There is NO WAY the computer they shipped me was new or had been tested I have a video of the fact that the piece of junk wouldn't even boot:***I did not want a refund I want what they said I was getting when the took my money Fraud is still fraud.Refurbished is NOT new They are mutually exclusive
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I was originally promised a new computer tower and they failed to get the proper return box to meI eventually decided reconditioned parts were okay because I just want my son's computer to work and Dell has given us so much of the run around.We have cooperated with their policies and they purposely neglected to contact us within a decent time to tell us they can no longer exchange it
Regards,
Keith U***
Complaint: ***
I am rejecting this response because:As stated at least three times alreadyThe problem was caused by an update which appears to have been intentionally sent by Dell, Incto strip my computer of its Operating System after they were aware that my warranty expiredTheir desire was to then force me to pay to have what was stolen replaced.This is ransomwareThe puveyors of the ransomware which my employer received offered a code to fix their encryption for $per personDell, Inchas done the same thing but only asked $to restore what was destroyedThere has never been a warranty for ransomware because it is a criminal activityIt is one thing to say your software is not guaranteed, quite another to intentionally steal purchased software then offer what was stolen in return for a fee to increase a business's bottom line.This report was made to the Revdex.com because I am recording criminal activity which other people, less aware of how computers work and "good business schemes" rob, might not detect or realizeMillions of honest, hard-working, lower income Americans may be paying for this kind of extortion.It may be true that Dell, Incwill refuse to pay for the intentional damage they did, and the promises made for the "boot drive" they sent with nothing on itThat doesn't mean that people shouldn't be aware of what was done and what the corporation's attitude is about fair and honest business practices, in this case, criminal activity.America needs to learn that trickery, thievery, and purveying ransomware are not honorable business practicesDell, Incneeds to know that what they have done is obvious and very detrimental to good customer/future customer relationsIndeed, this kind of practice could cost a great deal more in lost business than it does in failing to extort.At least in my case, I will never buy another Dell, Incproduct for my home or businessI still ask the corporation to be honorable and restore what they have stolen and $for my time and effortThis is definitely not "free"It has cost me a lot of time and money alreadyIf the software is restored, it will be the most expensive software I have ever purchasedThis is probably part of the scheme: have people weigh whether to buy replacement software or have the old stolen software replaced for a fee
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***. We regret the dissatisfaction however Dell does not offer loaner unitsOur representative explained the terms of sale, limited hardware warranty, and return policyThese do not include loaner units and require proper troubleshooting.***Our representative also offered technical assistance, as well as, an onsite and a depot servicePlease note that Ms*** elected not to accept our offer of assistanceHer request for a replacement unit was respectfully denied as records indicate offers for technical support, depot, and onsite service have been declined or canceled by the customerWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesShould the customer reconsider working with our representative they may be contacted directly via e-mail at ***@Dell.com.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Even though the response says that the laptop will not be fixed unless I pay up, the laptop was fixed and returned to me, free of chargeI believe there is some serious communication breakdown in Dell*** called me in a harsh voice and informed me that I have to pay as laptop is not under warrantyWhen I initiated the repair with Dell, the laptop was under warrantyThat is the only reason that I was able to send the laptop to Dell repair facility free of cost(Warranty end date was 26th May)However once it reached the facility, the warranty started showing up as expiredIn the middle of all this mess, Dell kept informing me through *** and many other channels that I have to pay for the laptop and they are returning it without fixing itI was in for a surprise when I opened the return package and found a fully fixed laptopIf the laptop was fixed accidentally, I thank the technicians who worked on it honestly and honored the laptop warranty(I have proof of warranty which DELL claims as expired). Dell really needs to work on their communication systems and give a little more respect to the products they sell and customers who buy themIn the email conversation with ***, I was informed that a laptop is an electronic device and it can stop working any time after the warranty periodThat single line sums up the attitude Dell has
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 Our records indicate Dell
representative; *** has discussed the depot repair matter with the customer and the customer has accepted the $concession offered him for the disappointing repair transaction. We certainly do apologize for any negative experience this matter may have caused our customerPlease 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
Thank you for providing a copy of the customer submission. A Dell representative, *** has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***
Today’s Date: 06/22/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe
customer states technical and customer service concernsAt this time the agent completed the system exchange and confirmed with the customer it was received in proper orderThe agent also took the customers feedback concerning the customer service issues and delaysDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I see that Dell here is in a big hurry to close the case instead of trying to reach a satisfactory resolution with meDell has offered a small discount compared to the original advertised dealAt this point, I don't really care about any compensation but I do not want Dell to just get away with this and add it to their portfolio on Revdex.com as a resolved complaintI just would like if I can give them a negative rating similar to what users do on eBay or Amazon so next time they make sure before they make any more "typographical" errors
Regards,
*** ***
Thank you for providing a copy of the customers’ submissionDell representative, *** is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at
***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with communication expectations for their Dell account and wants the warranty entitlement issues resolvedWe regret any
dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and worked with the account verification department to resolve this matterOur records indicate that the account and warranty entitlement related issues have been resolvedShould Mr*** have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***.Sincerely, Advanced Resolution Group Incident ID: *** Dell
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I was not aware that the McAfee had not been added to my PC until I went to try to renew I feel Dell should have given me instructions on how to obtain the McAfee program and let me know that it was up to me to do so (following the same protocol they did when I purchased both Corel and Microsoft programs through Dell) Since I wasn't contacted, I did not know that I needed to do anything Since they continue to promote month McAfee programs with new computer purchases, I do not understand why it is not possible to simply give me the subscription now for the next months I feel they are using this as a marketing attraction, knowing full well that many consumers will not know that it is up to them to take steps for proper installation I am also not satisfied with Dell's response (lack of response) to the unprofessional, inept customer service and the fact that I was bounced around for hours and days at a time because on one department knew what to do If their technicians know that the McAfee must be installed within the first days (or the benefit is lost) then someone should have told me that long before I got to this stage and had to engage the Revdex.com to get an answer.
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe Dell representative *** has followed up with Ms*** and confirmed funds were applied back to the credit cardThe customer may use credit order *** posted on 5/9/Sincerely, Advanced Resolution Group *** Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerOur records do not reflect what Ms*** claims Dell has provided pictures of the shattered screen this type of damage is considered accidental damageDell is at an impasse with Ms*** and has moved to close this complaintSincerely, Advanced Resolution Group *** Dell
Dear Revdex.com, Dell records show that Ms*** purchased mail in service as the hardware warranty after telephone troubleshooting is completedThe customer has been offered this service on each occasion which she has declinedThe system is still covered under a hard ware warranty until May If Ms*** would like to move forward with the resolution she may contact Dell Support via chat, email or phone by visiting www.Dell.com/ContactSincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDells website clearly states before you download/install the BIOS update: Warning: Do not turn off your computer or disconnect from your power source while updating the BIOS or you may harm your computer Advanced 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 customerDell records indicate the warranty expired on 8/27/the service call was completed on 5/22/As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # *** 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
Regards,
* *** ***
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 their laptop has been repaired and shipped back to them. 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