Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerWhen Mr*** placed the order he had to acknowledge the terms and conditions of the saleWe have included the link that discloses Dells terms***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 *** or for online assistance at ***Sincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and, per the terms and conditions of the sale and the Dell Limited Warranty, respectfully denied the request for a new
system exchange or a refundOur representative offered depot service or a refurbished system exchange, however; the customer declinedOur representative remains available to assist the customer, per the terms and conditions of the Dell Limited Warranty*** Sincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Complaint: ***
I am rejecting this response because:As I mentioned before, I want to carry on a respectable dialogue with someone via email so there is documentationI have been promised a great many things from representatives of this company and very few of them have come to fruitionI have said this a NUMBER of times, and yet they still call meThere is no reason to call other than to promise me things that they will NOT deliverI bought this computer almost a year ago and they still are not able to provide me with a working deviceI have complied with their request to ship it back and then have to wait an entire day so that I was there when they shipped it back, and then my mother had to go get it from Fed ExSo I think that Dell is going to continue this game until they have decided that the warranty period is over and they can deny any responsibility to this problem that they causedI have to say, if I were to run into Michael Dell on the street, I would have to spit in his face at this pointHe's nothing but a low life thiefDell can either come and fix the computer at my home or they can give me my money backI will not accept any phone calls as I am on call at my hospital and I cannot take the time to spend with Dell on the phone, nor do I want to
Regards,
*** ***
Complaint:
I am rejecting this response because:I have to say that this experience with Dell has been one ofthe longest time wasters in my lifeI spent almost hours on the phone overthe period of a few months trying to get a replacement tabletI am not goingto go into details about the issues I had with the tablets because I mentionedthose in previous postsI do want to express my extreme disappointment in Dell.I was lied to on several occasions and even hung up on before I was transferredto the *** *** *** Going through this whole experience taught me aone thing: Dell is only interested in saving a few dollars, not in theircustomersI have been a lifetime advocate for Dell and Dell products and havepurchased almost a dozen different Dell productsI currently have twodesktops, one laptop, a printer, and two tabletsWith that said, I will nolonger recommend Dell to my friends, family or coworkersDell lost one oftheir most loyal customers and tens of thousands of dollars in potentialprofits from not only myself but from my network around meThe tablet I finally received is now working but my disappointmentwith Dell will remain for years to come
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 reviewed Dell records and has confirmed the customer had been offered a cost of $to repair her system. Unfortunately, when the customer had called back to Dell three months later to arrange the repair of her computer, she had been charged more. The customer had no choice but to pay for the repair, and when she spoke to Dell Customer Care, in the interest of customer satisfaction, this representative had provided the customer a concession in the amount of $27. *** *** has called the customer and informed Ms***, that she would authorize Dell to refund the customer’s Visa Credit Card the balance due her in the amount of $83, which has posted to the card on October 3, 2016. We certainly do apologize for any miscommunication or frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***_***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because:My first contact with the Dell Revdex.com agent was before ChristmasHe asked for time to check into the problemI asked for a time schedule, and he told me he would contact me on the Monday after ChristmasHe said I would be happy with the outcomeHe contacted me Monday morning and informed me by phone that he could not locate my computer because his representative had it shipped to the wrong warehouseHe said he would speak to his technical department about the poor way my computer problem was handled and then said he would give me a used "refurbished" computer with only a one month warranty to replace my new computer offering to upgrade any parts he did not haveI explained that a used computer with a one month warranty was unacceptable since the problems began the day after I purchased my new computer, and his company actually lost my computer after taking several months to help me with broken parts thus using up many months of my original warrantyWhen I asked to speak to someone else, he told me he was the highest authority on this issue and refused my request for a refund or a new computerHe told me this was my only option and I could take it or leave itHe then said he would close my case with the Revdex.com. On 12/26/at 3:pm I sent an email to the Revdex.com representative for Dell telling him his offer was unacceptable.In response to my email, he emailed me on 12/27/at 9:am stating that the used computer was my only option and that I had his contact information if I wanted to accept the used computer.He stated in his response to my complaint that I have not responded to his attempts to reach me, implying that I was being uncooperative and unresponsiveThis is insultingSince the final email on 12/27/2016, I have received no messages from him either by phone or email.I have detailed notes of all conversations with Dell representatives regarding my complaintI have attached a copy of my notes from the 12/26/conversation with the Dell Revdex.com representativeI would be happy to furnish a transcript of all my notes if needed.As Instructed by the Revdex.com, I have waited to receive instructions regarding my complaintI received a message from the Revdex.com on 1/2/at 6:am, to which I am now respondingDell has offered an unfair and callous solution to their poor customer service and loss of my computerReplacing a new computer with a used computer is in no way equitable, and their "too bad" attitude is insulting I have attached the text of the two emails belowI still have no computer or refund
MY EMAIL TO DELL REPRESENTATIVE ON 12/26/2016 Thank you for the formal, written reply. Just to recap our phone conversationYou stated on the phone that your company was in the wrong and that your technical department would be spoken to about the way they mishandled my computer problemYou also told me that you cannot locate my computer as it was shipped to the wrong address by your technical department so you offered to replace my computer. You offered to replace my new computer with a refurbished "used" computer that has been certified by Dell as in good working order saying you would upgrade any part that you could not find to make it compatible with my existing new computerYou could not, or would not, however tell me from where Dell gets their used "refurbished" computers other than they are built in China. You also stated that the only warranty you would give on the used "refurbished" computer would be the remaining warranty available on my new computer, which you estimated to be about one month. I explained to you that I did not want a used computer but a new computer, like mine, as a replacementI also explained your company could refund the purchase price, and that would be acceptable to meYou refused both and said this was my only option because it was past the days from purchase date I asked to speak to someone else who could help me with my complaint, but you informed me that you were the highest authority and that your decision would not changeYou told me that I had your contact information, email and phone number, and that I could contact you if I wanted the used "refurbished" computerYou then told me you would contact the Revdex.com to close my complaint. Please accept this as confirmation that your offer is absolutely unacceptable to meReplacing my new computer with a used version is insultingIn addition to that, your offer of only a one month warranty when your company's ineptitude used up over three months of my current warranty is disturbing The minimum your company should do after the technical issues my computer has had and the way my technical problems have been mishandled is to give me a new computer compatible to the one I purchased at *** *** with a complete "new" warranty, or to refund my money You instead have offered me a used product and a "too bad" attitude when I explain that your offer is unfair and unacceptable I am shocked and dismayed in your attitude, which seems to be representative of the entire companyYou do not appear to care about my problem or if it is resolved satisfactorilyYour company should be ashamed of the way you treat customers. I am therefore still asking you to send me an immediate refund of my purchase price, or to send me a new computerI would appreciate an immediate reply. EMAIL FROM DELL REPRESENTATIVE ON 12/27/2016Thank you for your email and this is with reference to the conversation we had earlier regarding your Dell computer. As discussed yesterday in regards to the replacement system it will be a Dell certified refurbished systemPlease be informed that the resolution offered will remain the same for now and in future. But I regret to inform you that we will not be able to go ahead and accommodate your request in regards to new replacement or a refund
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with him and, per the terms and conditions of the Dell Limited Warranty, respectfully denied his request for a free repairMr***
has previously declined out of warranty service to his systemHowever; as a onetime goodwill gesture, a discounted out of warranty repair has been offeredMr*** declinedThe Dell Out-of-Warranty Repair Department remains available to assist, should he change his mind
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because: The facts were case were mis-represented in the responseThe underlying issue was not that Dell canceled the order without consentThe issue was that Dell canceled the order without any notification, after multiple order confirmationsTheir lack of notification put my business in a bad position since the delivery was expected by Dell's quoted dateWhen they canceled the order without communication, I was unable to make other plans to acquire replacements by the date they were neededThe phone representative stated that they would look into the cause of the issueTheir response still does not address the issue behind the complaint
Regards,
*** ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative *** continues to monitor the credit situation due to an internal issueThe representative will update the customer once the credit is confirmed posted to the original mode of paymentDell sincerely apologizes for the delay and we strive to resolve this quicklyThe representative can be reached by email at ***
Sincerely,
Advanced Resolution Group
***
Dell Inc
Dear Revdex.com, Our records indicate that the Dell representative *** has been in contact with the customerAt this time the system is at the depot for serviceThe representative will maintain ownership until the customer confirms system has been received and working as designedThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: Dell computers should have offered this in the beginning but instead their customer support representative proceeded to call me, a customer, a liarStating that I was creating falsified accusations of what actually happened to my equipment, that they do not send out updates to systems that are out of warranty, of which led me to ask when my warranty expired, of which I was told December 7th, Which led me to ask what happened to the extended warranty I was promised when the computer was replaced? Of course, they had no record of thisI was then told to pay for repairs out of pocket, or to purchase a new system from DellI refused the service they offered due to the insults that I was awarded by their customer service representativeI feel that the only reason they are even contacting me now is because there was a Revdex.com complaint filedDell does not care about the quality of the product they are sellingCausing the customer to remain non-productive for days if not weeks as they scramble to figure out what to doMy laptop was a part of a business hub, not a personal laptop for gaming or whateverDell computers could have handled this with more grace and customer satisfaction but chose to deny my claim, deny my complaint, and call me a liarI had to pay out of pocket to get the data out of the system to install into a different computerInstead of asking for a full refund of which I never didI asked for a refund of what was left of the laptop itself from my account with them and I would continue to pay for the remainder of the balanceThey refused and informed me that they would repair my system and send it back to meI cannot trust that they will actually repair the system and my faith in Dell computers to not use refurbished (ie, used) parts to repair the system has been at the forefront of my mindWhen I pay for a new computer, I expect a NEW computerIf I get a replacement system to replace said new computer, it should not be a refurbished unitDell has been sued several times for this very same thing in the past, yes I am doing my research, of which millions of dollars have been paid out in class action lawsuits against themIf they can no longer build a quality system, they should not be in businessI have no more faith in Dell, to do what is right and this is the reason I do not accept their solutionMy guess is that they do not care for the customers any longer, so my next step will be to consult with an attorney about starting a class action lawsuit against them for workmanship of materials, upgrades that purposely wipe out operating systems, customer satisfaction, and whatever else I can get my peers to say they have done to themCurrently, they have added finance charges to our accounts that are over 2/of our monthly paymentIn which have proven that they are charging us exactly what we paid for the equipment we purchased three years agoWe have not actually paid any of the interest off and recently our interest rate went up! Without a message sent to us that it wouldWhen asked about this, they said no email was sent out as they do not do this to accountsYes, my faith that Dell is a reputable company is shatteredI will never purchase another Dell product for as long as I am alive and I will not recommend them to anyone I know, or will meet in the future. The customer service rep that contacted me, ***, had no authority to do what should have been done in the first placeAppease the customerIt should have been a cut and dried case and since I have found out that (19) nineteen people I am associated with have had issues similar to my own happen to themAn update that came from Dell Support Assist, installing a BIOS update that was not meant for the system. I am not happy with the end result of this.
I appreciate the Revdex.com of Texas for their help in this matterAlthough I feel this situation is not resolved and will not be until they do the right thing here. Sincerely,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Dell representative, Sreejith, is working with the customer to achieve an amicable resolution for their concernsIn the interest of customer satisfaction, product return for order number *** is being processedShould the customer have any additional concerns regarding this case, they can reach out to our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our records indicate the system has been delivered, however; Mr*** has not responded to multiple contact attemptsWe regret any dissatisfaction Mr*** may have experienced and
appreciate the feedback provided regarding his Dell Experience. Our representative, ***, may be contacted via email at ***@Dell.com
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 submissionOur records indicate the Dell
representative; *** was instrumental in assisting our customer in receiving their full refund for equipment returned to Dell. We certainly apologize for any frustration or inconvenience this matter may have caused our customer. We appreciate the Revdex.com bringing the two parties together so we could address this matter with finality for Mr***. 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
Complaint: ***
I am rejecting this response because:Dell is an atrocious company, period! I spoke with three representatives, the third telling me that a manager would return my callThat never happenedI provided a serial number, model number and everything available to meAll of this information should have sufficedThe SSD clearly is marked Dell, it is clearly marked with a serial number, clearly marked with all that a hard drive should be marked with to substantiate any question of the validity of the warrantyEvery other company that I have dealt with worked with this information and replaced hardware based on this informationBut not DellDell believes that they are a unique and a special company and that the common rules do not apply to themI have had Dell products in the past, including the Dell Streak 5" phone when it first came outNever againI will never purchase from this miserable company againThey are not honest, not loyal and do not back their products at allIf there is karma, Dell is bound to experience some in the future...Good riddance you sad and despicable company!
*** ***
Hello, When I login to view the complaint, I do not see an option to provide feedback. There is also the status display that the case is closed and there is no further action required on my part. Because of this, it is a little confusing I would like to ensure you are aware this issue has been fully resolved, and I truly appreciate your organization as a vehicle that made this event possible I would also like to note regarding the comments that Dell provided in this complaint: "refund as a courtesy." I do not feel this was accurate. I was not able to use either the monitor, nor the PC due to: 1) the touch screen monitor Dell recommended was not compatible with the PC and did not include adaptive hardware, and 2) the PC was defective. We were never able to turn on the PC after hooking up to an existing working monitor in our home, even with several attempts through prompted reinstalls Regardless of the time constraints and Dell's 30-day limited return policy, they were at fault. If they weren't, I do not feel they would have given me a "courtesy" refund after all the contacts (5+) I made with their organization to unsuccessfully resolve the issue Sincerely, *** ***
Today’s Date: 05/23/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionA Dell representative will reach out to the customer, *** * ***, to address the contents of their correspondenceThe customer states technical concerns with their Dell system. Dell regrets any inconvenience caused and we thank the customer for their time and patience during this processAn agent will be reassigned to the customers case for contact. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThis issue has been previously addressed it has been explained to the customer promotions cannot be combinedThe customer received his system at a promotional rate so any additional discount is not an option
Sincerely,
Advanced Resolution Group
***
Dell Inc
Complaint: ***
I am rejecting this response because:When I purchased this laptop I used $Dell gift card along withcredit card payment.While I received back a credit card portion, I never received $Dell gift card back
Regards,
*** ***
Dear Revdex.com, Our records indicate that a box and packing material will be sent to the customer to ship system to the depotDell will review and do diagnostics if it is found to have liquid spillage pictures will be provide and fee based repair will be appliedIf there is no customer or accidental damage found the system will be repaired at Dells expenseWe ask that the customer ship the system to the depot within days of receiving the packing material and update the representative by emailing ***@Dell.com Sincerely 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 customerWhen Mr*** placed the order he had to acknowledge the terms and conditions of the saleWe have included the link that discloses Dells terms***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 *** or for online assistance at ***Sincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and, per the terms and conditions of the sale and the Dell Limited Warranty, respectfully denied the request for a new
system exchange or a refundOur representative offered depot service or a refurbished system exchange, however; the customer declinedOur representative remains available to assist the customer, per the terms and conditions of the Dell Limited Warranty*** Sincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Complaint: ***
I am rejecting this response because:As I mentioned before, I want to carry on a respectable dialogue with someone via email so there is documentationI have been promised a great many things from representatives of this company and very few of them have come to fruitionI have said this a NUMBER of times, and yet they still call meThere is no reason to call other than to promise me things that they will NOT deliverI bought this computer almost a year ago and they still are not able to provide me with a working deviceI have complied with their request to ship it back and then have to wait an entire day so that I was there when they shipped it back, and then my mother had to go get it from Fed ExSo I think that Dell is going to continue this game until they have decided that the warranty period is over and they can deny any responsibility to this problem that they causedI have to say, if I were to run into Michael Dell on the street, I would have to spit in his face at this pointHe's nothing but a low life thiefDell can either come and fix the computer at my home or they can give me my money backI will not accept any phone calls as I am on call at my hospital and I cannot take the time to spend with Dell on the phone, nor do I want to
Regards,
*** ***
Complaint:
I am rejecting this response because:I have to say that this experience with Dell has been one ofthe longest time wasters in my lifeI spent almost hours on the phone overthe period of a few months trying to get a replacement tabletI am not goingto go into details about the issues I had with the tablets because I mentionedthose in previous postsI do want to express my extreme disappointment in Dell.I was lied to on several occasions and even hung up on before I was transferredto the *** *** *** Going through this whole experience taught me aone thing: Dell is only interested in saving a few dollars, not in theircustomersI have been a lifetime advocate for Dell and Dell products and havepurchased almost a dozen different Dell productsI currently have twodesktops, one laptop, a printer, and two tabletsWith that said, I will nolonger recommend Dell to my friends, family or coworkersDell lost one oftheir most loyal customers and tens of thousands of dollars in potentialprofits from not only myself but from my network around meThe tablet I finally received is now working but my disappointmentwith Dell will remain for years to come
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 reviewed Dell records and has confirmed the customer had been offered a cost of $to repair her system. Unfortunately, when the customer had called back to Dell three months later to arrange the repair of her computer, she had been charged more. The customer had no choice but to pay for the repair, and when she spoke to Dell Customer Care, in the interest of customer satisfaction, this representative had provided the customer a concession in the amount of $27. *** *** has called the customer and informed Ms***, that she would authorize Dell to refund the customer’s Visa Credit Card the balance due her in the amount of $83, which has posted to the card on October 3, 2016. We certainly do apologize for any miscommunication or frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***_***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because:My first contact with the Dell Revdex.com agent was before ChristmasHe asked for time to check into the problemI asked for a time schedule, and he told me he would contact me on the Monday after ChristmasHe said I would be happy with the outcomeHe contacted me Monday morning and informed me by phone that he could not locate my computer because his representative had it shipped to the wrong warehouseHe said he would speak to his technical department about the poor way my computer problem was handled and then said he would give me a used "refurbished" computer with only a one month warranty to replace my new computer offering to upgrade any parts he did not haveI explained that a used computer with a one month warranty was unacceptable since the problems began the day after I purchased my new computer, and his company actually lost my computer after taking several months to help me with broken parts thus using up many months of my original warrantyWhen I asked to speak to someone else, he told me he was the highest authority on this issue and refused my request for a refund or a new computerHe told me this was my only option and I could take it or leave itHe then said he would close my case with the Revdex.com. On 12/26/at 3:pm I sent an email to the Revdex.com representative for Dell telling him his offer was unacceptable.In response to my email, he emailed me on 12/27/at 9:am stating that the used computer was my only option and that I had his contact information if I wanted to accept the used computer.He stated in his response to my complaint that I have not responded to his attempts to reach me, implying that I was being uncooperative and unresponsiveThis is insultingSince the final email on 12/27/2016, I have received no messages from him either by phone or email.I have detailed notes of all conversations with Dell representatives regarding my complaintI have attached a copy of my notes from the 12/26/conversation with the Dell Revdex.com representativeI would be happy to furnish a transcript of all my notes if needed.As Instructed by the Revdex.com, I have waited to receive instructions regarding my complaintI received a message from the Revdex.com on 1/2/at 6:am, to which I am now respondingDell has offered an unfair and callous solution to their poor customer service and loss of my computerReplacing a new computer with a used computer is in no way equitable, and their "too bad" attitude is insulting I have attached the text of the two emails belowI still have no computer or refund
MY EMAIL TO DELL REPRESENTATIVE ON 12/26/2016 Thank you for the formal, written reply. Just to recap our phone conversationYou stated on the phone that your company was in the wrong and that your technical department would be spoken to about the way they mishandled my computer problemYou also told me that you cannot locate my computer as it was shipped to the wrong address by your technical department so you offered to replace my computer. You offered to replace my new computer with a refurbished "used" computer that has been certified by Dell as in good working order saying you would upgrade any part that you could not find to make it compatible with my existing new computerYou could not, or would not, however tell me from where Dell gets their used "refurbished" computers other than they are built in China. You also stated that the only warranty you would give on the used "refurbished" computer would be the remaining warranty available on my new computer, which you estimated to be about one month. I explained to you that I did not want a used computer but a new computer, like mine, as a replacementI also explained your company could refund the purchase price, and that would be acceptable to meYou refused both and said this was my only option because it was past the days from purchase date I asked to speak to someone else who could help me with my complaint, but you informed me that you were the highest authority and that your decision would not changeYou told me that I had your contact information, email and phone number, and that I could contact you if I wanted the used "refurbished" computerYou then told me you would contact the Revdex.com to close my complaint. Please accept this as confirmation that your offer is absolutely unacceptable to meReplacing my new computer with a used version is insultingIn addition to that, your offer of only a one month warranty when your company's ineptitude used up over three months of my current warranty is disturbing The minimum your company should do after the technical issues my computer has had and the way my technical problems have been mishandled is to give me a new computer compatible to the one I purchased at *** *** with a complete "new" warranty, or to refund my money You instead have offered me a used product and a "too bad" attitude when I explain that your offer is unfair and unacceptable I am shocked and dismayed in your attitude, which seems to be representative of the entire companyYou do not appear to care about my problem or if it is resolved satisfactorilyYour company should be ashamed of the way you treat customers. I am therefore still asking you to send me an immediate refund of my purchase price, or to send me a new computerI would appreciate an immediate reply. EMAIL FROM DELL REPRESENTATIVE ON 12/27/2016Thank you for your email and this is with reference to the conversation we had earlier regarding your Dell computer. As discussed yesterday in regards to the replacement system it will be a Dell certified refurbished systemPlease be informed that the resolution offered will remain the same for now and in future. But I regret to inform you that we will not be able to go ahead and accommodate your request in regards to new replacement or a refund
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with him and, per the terms and conditions of the Dell Limited Warranty, respectfully denied his request for a free repairMr***
has previously declined out of warranty service to his systemHowever; as a onetime goodwill gesture, a discounted out of warranty repair has been offeredMr*** declinedThe Dell Out-of-Warranty Repair Department remains available to assist, should he change his mind
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because: The facts were case were mis-represented in the responseThe underlying issue was not that Dell canceled the order without consentThe issue was that Dell canceled the order without any notification, after multiple order confirmationsTheir lack of notification put my business in a bad position since the delivery was expected by Dell's quoted dateWhen they canceled the order without communication, I was unable to make other plans to acquire replacements by the date they were neededThe phone representative stated that they would look into the cause of the issueTheir response still does not address the issue behind the complaint
Regards,
*** ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative *** continues to monitor the credit situation due to an internal issueThe representative will update the customer once the credit is confirmed posted to the original mode of paymentDell sincerely apologizes for the delay and we strive to resolve this quicklyThe representative can be reached by email at ***
Sincerely,
Advanced Resolution Group
***
Dell Inc
Dear Revdex.com, Our records indicate that the Dell representative *** has been in contact with the customerAt this time the system is at the depot for serviceThe representative will maintain ownership until the customer confirms system has been received and working as designedThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: Dell computers should have offered this in the beginning but instead their customer support representative proceeded to call me, a customer, a liarStating that I was creating falsified accusations of what actually happened to my equipment, that they do not send out updates to systems that are out of warranty, of which led me to ask when my warranty expired, of which I was told December 7th, Which led me to ask what happened to the extended warranty I was promised when the computer was replaced? Of course, they had no record of thisI was then told to pay for repairs out of pocket, or to purchase a new system from DellI refused the service they offered due to the insults that I was awarded by their customer service representativeI feel that the only reason they are even contacting me now is because there was a Revdex.com complaint filedDell does not care about the quality of the product they are sellingCausing the customer to remain non-productive for days if not weeks as they scramble to figure out what to doMy laptop was a part of a business hub, not a personal laptop for gaming or whateverDell computers could have handled this with more grace and customer satisfaction but chose to deny my claim, deny my complaint, and call me a liarI had to pay out of pocket to get the data out of the system to install into a different computerInstead of asking for a full refund of which I never didI asked for a refund of what was left of the laptop itself from my account with them and I would continue to pay for the remainder of the balanceThey refused and informed me that they would repair my system and send it back to meI cannot trust that they will actually repair the system and my faith in Dell computers to not use refurbished (ie, used) parts to repair the system has been at the forefront of my mindWhen I pay for a new computer, I expect a NEW computerIf I get a replacement system to replace said new computer, it should not be a refurbished unitDell has been sued several times for this very same thing in the past, yes I am doing my research, of which millions of dollars have been paid out in class action lawsuits against themIf they can no longer build a quality system, they should not be in businessI have no more faith in Dell, to do what is right and this is the reason I do not accept their solutionMy guess is that they do not care for the customers any longer, so my next step will be to consult with an attorney about starting a class action lawsuit against them for workmanship of materials, upgrades that purposely wipe out operating systems, customer satisfaction, and whatever else I can get my peers to say they have done to themCurrently, they have added finance charges to our accounts that are over 2/of our monthly paymentIn which have proven that they are charging us exactly what we paid for the equipment we purchased three years agoWe have not actually paid any of the interest off and recently our interest rate went up! Without a message sent to us that it wouldWhen asked about this, they said no email was sent out as they do not do this to accountsYes, my faith that Dell is a reputable company is shatteredI will never purchase another Dell product for as long as I am alive and I will not recommend them to anyone I know, or will meet in the future. The customer service rep that contacted me, ***, had no authority to do what should have been done in the first placeAppease the customerIt should have been a cut and dried case and since I have found out that (19) nineteen people I am associated with have had issues similar to my own happen to themAn update that came from Dell Support Assist, installing a BIOS update that was not meant for the system. I am not happy with the end result of this.
I appreciate the Revdex.com of Texas for their help in this matterAlthough I feel this situation is not resolved and will not be until they do the right thing here. Sincerely,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Dell representative, Sreejith, is working with the customer to achieve an amicable resolution for their concernsIn the interest of customer satisfaction, product return for order number *** is being processedShould the customer have any additional concerns regarding this case, they can reach out to our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our records indicate the system has been delivered, however; Mr*** has not responded to multiple contact attemptsWe regret any dissatisfaction Mr*** may have experienced and
appreciate the feedback provided regarding his Dell Experience. Our representative, ***, may be contacted via email at ***@Dell.com
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 submissionOur records indicate the Dell
representative; *** was instrumental in assisting our customer in receiving their full refund for equipment returned to Dell. We certainly apologize for any frustration or inconvenience this matter may have caused our customer. We appreciate the Revdex.com bringing the two parties together so we could address this matter with finality for Mr***. 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
Complaint: ***
I am rejecting this response because:Dell is an atrocious company, period! I spoke with three representatives, the third telling me that a manager would return my callThat never happenedI provided a serial number, model number and everything available to meAll of this information should have sufficedThe SSD clearly is marked Dell, it is clearly marked with a serial number, clearly marked with all that a hard drive should be marked with to substantiate any question of the validity of the warrantyEvery other company that I have dealt with worked with this information and replaced hardware based on this informationBut not DellDell believes that they are a unique and a special company and that the common rules do not apply to themI have had Dell products in the past, including the Dell Streak 5" phone when it first came outNever againI will never purchase from this miserable company againThey are not honest, not loyal and do not back their products at allIf there is karma, Dell is bound to experience some in the future...Good riddance you sad and despicable company!
*** ***
Hello, When I login to view the complaint, I do not see an option to provide feedback. There is also the status display that the case is closed and there is no further action required on my part. Because of this, it is a little confusing I would like to ensure you are aware this issue has been fully resolved, and I truly appreciate your organization as a vehicle that made this event possible I would also like to note regarding the comments that Dell provided in this complaint: "refund as a courtesy." I do not feel this was accurate. I was not able to use either the monitor, nor the PC due to: 1) the touch screen monitor Dell recommended was not compatible with the PC and did not include adaptive hardware, and 2) the PC was defective. We were never able to turn on the PC after hooking up to an existing working monitor in our home, even with several attempts through prompted reinstalls Regardless of the time constraints and Dell's 30-day limited return policy, they were at fault. If they weren't, I do not feel they would have given me a "courtesy" refund after all the contacts (5+) I made with their organization to unsuccessfully resolve the issue Sincerely, *** ***
Today’s Date: 05/23/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionA Dell representative will reach out to the customer, *** * ***, to address the contents of their correspondenceThe customer states technical concerns with their Dell system. Dell regrets any inconvenience caused and we thank the customer for their time and patience during this processAn agent will be reassigned to the customers case for contact. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThis issue has been previously addressed it has been explained to the customer promotions cannot be combinedThe customer received his system at a promotional rate so any additional discount is not an option
Sincerely,
Advanced Resolution Group
***
Dell Inc
Complaint: ***
I am rejecting this response because:When I purchased this laptop I used $Dell gift card along withcredit card payment.While I received back a credit card portion, I never received $Dell gift card back
Regards,
*** ***
Dear Revdex.com, Our records indicate that a box and packing material will be sent to the customer to ship system to the depotDell will review and do diagnostics if it is found to have liquid spillage pictures will be provide and fee based repair will be appliedIf there is no customer or accidental damage found the system will be repaired at Dells expenseWe ask that the customer ship the system to the depot within days of receiving the packing material and update the representative by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc