Complaint: ***
I am rejecting this response because:
I am rejecting this response because: the reason why they won't exchange the laptop is because they said it was purchased through them, which is a lieIt was bought on Dell with a Dell credit cardWhen I told him that, he changed the subjectThen they said the warranty was up and that is their faultI've been calling them before the warranty was over and they wouldn't exchange itThey gave me the run around and waited until the warranty expired to be able to use that excuseI had to fight them to get them to send it to the depo againThey didn't offer that until I had to fight and show them their support services said there was hardware issuesEven then they said it wasn't and when I sent a video and photo showing it, he said "the video was too fastI didn't see anything." They're doing everything in their power not to send me an exchange*** promised me that I'd it was a hardware issue then we would get the laptop exchangedI have that recordedNow he is saying that he can't and lying about us being it through another partyIt's literally on my Dell credit card on my Dell accountI've been speaking to them about the problems with my laptop two weeks after I received it! The warranty being expired is a horrible way that they are trying to get out of exchanging the laptop or giving the money back
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The business did not offer any other response then the system is out of warranty and would not be fixed replaced, and no refund could be issuedI requested that the company at the very minimum fixed the parts and even asked why the company would not cover there repairsIf the company is willing to repair the computer free of charge then I humbly accept in hopes that it will solve these ongoing issues
Regards,
*** ***
Dear Revdex.com,
Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationThe representative has authorized the refurbished exchange system to be processedOnce shipping information is available the representative will follow up with the customer and confirm receiptPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and is working with him to determine the best resolution and will remain engaged until the issue is resolvedWe regret
any dissatisfaction which may have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory with the exception with the comment stating "within the warranty"This was not part of the warranty, this was a to satisfy the lack of proper troubleshooting and support. I am glad it is over and hope this Cas is escalate to upper management.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:*** has hung up on me times ( minutes or less calls) not once has he ever tried to help me, answer a single questions ( valid question) or do anything but make excuses and avoid the issueI been calling for days on another issue no help on that as well how surprisingget nothing but my time wasted, hung up on constantly and past few days I have people sit in silence for hours, hours, and hoursaccording to a supervisor ( atleast 2) they are " troubleshooting" when there in silence, really?odd how nothing gets fixed if you call trouble shooting by these techs asking how to do there job ( and there been many who asked me that)repeating myself million timesnot getting an answer or help to issueI personally don't call that help, support or anything but time wastedisn't it odd how nothing is ever there fault, they love to use the term " im not cooperating" which means that "im not doing what they want , how they want"had one supervisor last sinday offer me a depot repair, when asked why that would be needed he than decided that my warranty isn't valid ( expires 2019) than decides that " im abusing you ( dell) and that you ( dell) will not honor my warrantyso abusing is me expecting help with an issueand that's not counting the other supervisors who told me they will not do anything to help me, repair or nothingreal troubleshooting there huh?the same supervsiors who can careless about any complaints ( had one stated" why am I wasting his time") and hang up on me as every else does ( that includes escallations and ***)odd how that is never mentioned and is toleratedon Friday april 7, I had another supervisor *** ( who nobody seems to know when asked) we spoke for about an hour, towards the end of that call *** was to do a dispatch but we mysteriously got " disconnected" how convienant, find it also suspicious that ***s notes have been tampered with as well as they don't reflect the dispatch or anything , how surprisingoh wait that is all my fault as well I suspectodd how in there last response they stated that they will honor my warranty but yet they still aren't by refusing to fix issue oh wait I need to do as they want first?don't recall paying to have my time wasteddon't recall paying to be constantly hung up on or have or hours etc,in silence on calldon't recall I needed to be treated like garbage don't recall paying to have them dictate to meI believe I paid for a service not this treatment they are condoning
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 been in contact with the customer to explain her purchase transaction with Dell. Per the customer‘s letter of complaint to the Revdex.com, Ms*** had originally intended to make a purchase from Dell using her *** discount. She had some difficulties in placing the order so she contacted our Sales Department for assistance. The customer had been informed of a “Back to School TV Promotion” we were offering at the time; which was an exceptional buy and the customer chose to make this purchase. The promotion was quite unique and was only available through Dell. The customer had been informed no other discounts, coupons, or stacking of promotions would be applied; this included Employee Purchase Plans or *** Discounts. *** reminded the customer in order for her to take advantage of her *** Discount, she would have needed to make her purchase in the Sales Department under our Member Purchase Program for our *** and *** Community. Since the customer did not purchase per the Terms and Conditions of the Member Purchase Program, Dell must respectfully deny Ms***’s request for an additional ten percent (10%) discount applied to the order she purchased. We certainly do apologize for any miscommunication or frustration this sales transaction may have been for our customer. We appreciate the customer and the Revdex.com for bringing the matter to our attention. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance with this purchase. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
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 had onsite service performed to fix the customer’s computer. 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
Today’s Date: 04/19/2016 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 concerns with their Dell unitAt this time the agent has issued a depot repair for the customerHowever, the customer has not responded to the agents attempts at contact after the repair was issuedDell regrets any inconvenience caused and we ask the customer to contact the representative at *** should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: the item was returned with a Windows serial number that cannot be activated, also unable to test the device fully since I am unable to update applications to its settings when issues first beganI have requested to send the item back once again for repair or that the windows seriap number/installation be sent so I can activate my device and use it
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with billing for orders from Dell Incthat have appeared on his Dell Financial Services account and would like a refund We regret any dissatisfaction he may have
experienced and appreciate the feedback provided Since the date of the submission, a Dell representative has been in contact with the customer to provide assistance with his account Our records indicate the charges for the orders will be refunded and associated fees and interest will be waived Dell Financial Services will generate a new customer account with the purchase that the customer did authorize to assure no additional unauthorized orders can be placed on the existing account We ask that the customer contact our representative at ***@Dell.com should he need any further assistance regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
A Dell representative is continuing to work with Ms*** to achieve an amicable resolution for her concernsAn onsite service has been scheduled for August 22, 2016; once completed, our representative will follto confirm resolutionOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted Ms*** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our safety team has taken over this case and will work with the customer to achieve an amicable resolution for his concernsPlease have Mr*** contact our safety team
investigator directly via e-mail at ***@Dell.com to avoid any further delays in this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I have pictures from online message with dell stating that they ran out of inventory The exact message from *** was "due to high demand the item quickly went out of stock and unfortunately there may have been a short order Just because you ran out of inventory doesn't mean I shouldn't get what I ordered The customer service and excuses I have received from dell are absolutely horrible .
Regards,
*** ***
Dear Revdex.com, Dell records show that a new Dell representative *** has taken over the accountThe representative completed some troubleshooting steps but at this time a final resolution has not been determinedThe representative will continue to maintain ownership until a resolution is determinedThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident# *** Dell
Complaint: ***
I am rejecting this response because:The computer I shipped to Dell was to be repaired because of a software issueThe computer was packaged correctly without a cracked screen by *** at one of their facilitiesDell shipped by desktop back to me without correcting the software issue and a cracked screenThe crack screen was most likely caused by a Dell workerAttached is a copy of my desktop screen before it was shipped out and there is no sign of a cracked screenI'm disposing of this desktop because I have no use for it I would prefer a refundI specifically told *** not to ship the computer back to me if it is not repairedObviously they lack customer service over there at Dell
Regards,
*** ***
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,
*** ***
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 been in contact with the customer to discuss their concerns. The customer has provided sound feedback regarding Dell’s order processing and notification. Dell truly appreciates customer input, so we thank the customer for sharing their candid thoughts with us. *** has explained to the customer that the Dell Monitor - S2415H they were attempting to purchase from Dell’s website, had been a pricing error, so this is why the order had been canceled. *** has apologized for any disappointment or inconvenience this matter may have caused the customer. Please know Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we have a disclaimer which indicates that Dell reserves the right to deny the processing of any orders arising from pricing or other errors. *** has respectfully informed the customer, that we are sorry, but we are unable to honor the wrong price. We appreciate the customer and the Revdex.com for taking the time to bring this observation to our attention. 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:
I am rejecting this response because: the reason why they won't exchange the laptop is because they said it was purchased through them, which is a lieIt was bought on Dell with a Dell credit cardWhen I told him that, he changed the subjectThen they said the warranty was up and that is their faultI've been calling them before the warranty was over and they wouldn't exchange itThey gave me the run around and waited until the warranty expired to be able to use that excuseI had to fight them to get them to send it to the depo againThey didn't offer that until I had to fight and show them their support services said there was hardware issuesEven then they said it wasn't and when I sent a video and photo showing it, he said "the video was too fastI didn't see anything." They're doing everything in their power not to send me an exchange*** promised me that I'd it was a hardware issue then we would get the laptop exchangedI have that recordedNow he is saying that he can't and lying about us being it through another partyIt's literally on my Dell credit card on my Dell accountI've been speaking to them about the problems with my laptop two weeks after I received it! The warranty being expired is a horrible way that they are trying to get out of exchanging the laptop or giving the money back
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The business did not offer any other response then the system is out of warranty and would not be fixed replaced, and no refund could be issuedI requested that the company at the very minimum fixed the parts and even asked why the company would not cover there repairsIf the company is willing to repair the computer free of charge then I humbly accept in hopes that it will solve these ongoing issues
Regards,
*** ***
Dear Revdex.com,
Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationThe representative has authorized the refurbished exchange system to be processedOnce shipping information is available the representative will follow up with the customer and confirm receiptPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and is working with him to determine the best resolution and will remain engaged until the issue is resolvedWe regret
any dissatisfaction which may have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory with the exception with the comment stating "within the warranty"This was not part of the warranty, this was a to satisfy the lack of proper troubleshooting and support. I am glad it is over and hope this Cas is escalate to upper management.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:*** has hung up on me times ( minutes or less calls) not once has he ever tried to help me, answer a single questions ( valid question) or do anything but make excuses and avoid the issueI been calling for days on another issue no help on that as well how surprisingget nothing but my time wasted, hung up on constantly and past few days I have people sit in silence for hours, hours, and hoursaccording to a supervisor ( atleast 2) they are " troubleshooting" when there in silence, really?odd how nothing gets fixed if you call trouble shooting by these techs asking how to do there job ( and there been many who asked me that)repeating myself million timesnot getting an answer or help to issueI personally don't call that help, support or anything but time wastedisn't it odd how nothing is ever there fault, they love to use the term " im not cooperating" which means that "im not doing what they want , how they want"had one supervisor last sinday offer me a depot repair, when asked why that would be needed he than decided that my warranty isn't valid ( expires 2019) than decides that " im abusing you ( dell) and that you ( dell) will not honor my warrantyso abusing is me expecting help with an issueand that's not counting the other supervisors who told me they will not do anything to help me, repair or nothingreal troubleshooting there huh?the same supervsiors who can careless about any complaints ( had one stated" why am I wasting his time") and hang up on me as every else does ( that includes escallations and ***)odd how that is never mentioned and is toleratedon Friday april 7, I had another supervisor *** ( who nobody seems to know when asked) we spoke for about an hour, towards the end of that call *** was to do a dispatch but we mysteriously got " disconnected" how convienant, find it also suspicious that ***s notes have been tampered with as well as they don't reflect the dispatch or anything , how surprisingoh wait that is all my fault as well I suspectodd how in there last response they stated that they will honor my warranty but yet they still aren't by refusing to fix issue oh wait I need to do as they want first?don't recall paying to have my time wasteddon't recall paying to be constantly hung up on or have or hours etc,in silence on calldon't recall I needed to be treated like garbage don't recall paying to have them dictate to meI believe I paid for a service not this treatment they are condoning
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 been in contact with the customer to explain her purchase transaction with Dell. Per the customer‘s letter of complaint to the Revdex.com, Ms*** had originally intended to make a purchase from Dell using her *** discount. She had some difficulties in placing the order so she contacted our Sales Department for assistance. The customer had been informed of a “Back to School TV Promotion” we were offering at the time; which was an exceptional buy and the customer chose to make this purchase. The promotion was quite unique and was only available through Dell. The customer had been informed no other discounts, coupons, or stacking of promotions would be applied; this included Employee Purchase Plans or *** Discounts. *** reminded the customer in order for her to take advantage of her *** Discount, she would have needed to make her purchase in the Sales Department under our Member Purchase Program for our *** and *** Community. Since the customer did not purchase per the Terms and Conditions of the Member Purchase Program, Dell must respectfully deny Ms***’s request for an additional ten percent (10%) discount applied to the order she purchased. We certainly do apologize for any miscommunication or frustration this sales transaction may have been for our customer. We appreciate the customer and the Revdex.com for bringing the matter to our attention. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance with this purchase. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
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 had onsite service performed to fix the customer’s computer. 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
Today’s Date: 04/19/2016 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 concerns with their Dell unitAt this time the agent has issued a depot repair for the customerHowever, the customer has not responded to the agents attempts at contact after the repair was issuedDell regrets any inconvenience caused and we ask the customer to contact the representative at *** should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: the item was returned with a Windows serial number that cannot be activated, also unable to test the device fully since I am unable to update applications to its settings when issues first beganI have requested to send the item back once again for repair or that the windows seriap number/installation be sent so I can activate my device and use it
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with billing for orders from Dell Incthat have appeared on his Dell Financial Services account and would like a refund We regret any dissatisfaction he may have
experienced and appreciate the feedback provided Since the date of the submission, a Dell representative has been in contact with the customer to provide assistance with his account Our records indicate the charges for the orders will be refunded and associated fees and interest will be waived Dell Financial Services will generate a new customer account with the purchase that the customer did authorize to assure no additional unauthorized orders can be placed on the existing account We ask that the customer contact our representative at ***@Dell.com should he need any further assistance regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:A customer should not have to wait days for a refund. Shame on you Dell.
Regards,
*** ***
A Dell representative is continuing to work with Ms*** to achieve an amicable resolution for her concernsAn onsite service has been scheduled for August 22, 2016; once completed, our representative will follto confirm resolutionOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted Ms*** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our safety team has taken over this case and will work with the customer to achieve an amicable resolution for his concernsPlease have Mr*** contact our safety team
investigator directly via e-mail at ***@Dell.com to avoid any further delays in this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I have pictures from online message with dell stating that they ran out of inventory The exact message from *** was "due to high demand the item quickly went out of stock and unfortunately there may have been a short order Just because you ran out of inventory doesn't mean I shouldn't get what I ordered The customer service and excuses I have received from dell are absolutely horrible .
Regards,
*** ***
Dear Revdex.com, Dell records show that a new Dell representative *** has taken over the accountThe representative completed some troubleshooting steps but at this time a final resolution has not been determinedThe representative will continue to maintain ownership until a resolution is determinedThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident# *** Dell
Complaint: ***
I am rejecting this response because:The computer I shipped to Dell was to be repaired because of a software issueThe computer was packaged correctly without a cracked screen by *** at one of their facilitiesDell shipped by desktop back to me without correcting the software issue and a cracked screenThe crack screen was most likely caused by a Dell workerAttached is a copy of my desktop screen before it was shipped out and there is no sign of a cracked screenI'm disposing of this desktop because I have no use for it I would prefer a refundI specifically told *** not to ship the computer back to me if it is not repairedObviously they lack customer service over there at Dell
Regards,
*** ***
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,
*** ***
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 been in contact with the customer to discuss their concerns. The customer has provided sound feedback regarding Dell’s order processing and notification. Dell truly appreciates customer input, so we thank the customer for sharing their candid thoughts with us. *** has explained to the customer that the Dell Monitor - S2415H they were attempting to purchase from Dell’s website, had been a pricing error, so this is why the order had been canceled. *** has apologized for any disappointment or inconvenience this matter may have caused the customer. Please know Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we have a disclaimer which indicates that Dell reserves the right to deny the processing of any orders arising from pricing or other errors. *** has respectfully informed the customer, that we are sorry, but we are unable to honor the wrong price. We appreciate the customer and the Revdex.com for taking the time to bring this observation to our attention. 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