Complaint: ***
I am rejecting this response because:The website verbiage is crypticIt states a 30-day after purchase price match and even states that it does not apply to Wholesale "Membership" clubsIt does not state anything about not matching prices for local brick-and-mortar retailersTo find that information you must navigate to another page and then drill down through a FAQ to find that information.If the DELL support representative would have said that previously I would have denied the shipment, or returned it and then purchased from the local merchant to save the difference. I would like DELL to know that I will never purchase from them againI also work in IT for a fortune company and I will advise everyone I ever speak with to not do business with this company due to their policies.The representative called me ONCEI attempted to call several times where I was either placed on hold for an extended period of time, or another representative told me that the person I was to speak with "had just left for a meeting"
Regards,
*** ***, former DELL customer
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently spoke to Mr*** regarding his concernsAs a onetime gesture of goodwill, our representative provided technical assistance with McAfee and
confirmed resolutionMr*** was also referred to McAfee for further related supportWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because:I had asked Dell to compensate me for the delay associated with this issueThe associate I spoke with promised to resolve this issue within several daysHe also promised to call back within hours to provide an updateHe did not, and when I contacted him about the issue he appeared as if he was lost about what to say and that he forgot about it I want others to know that Dell customer support team gets an F; poor service, poor follow up, and integrity
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced with a new computer We regret any dissatisfaction the customer may have experienced and appreciate
the feedback Per the terms and conditions of Dell’s Limited Hardware Warranty, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer and processed a service dispatch to have the computer repaired The computer has since been returned to the customer We ask that the customer contact our representative at ***_***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
A Dell representative has been in contact with the customer to address issues related to the replacement computer following a service dispatch and a final resolution has yet to be reached. Our representative will remain engaged to assist the customer until the issues have been addressed
Dear Revdex.com,
Our records indicate that the customer order invoiced 11/13/the first contact to Dell was on 6/1/2016. The customer has been offered a refurbished exchange under the terms of her warranty which is due to expire on 2/11/17. Hardware warranty terms and conditions link: ***We ask that the customer follow up with the representative by emailing ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Complaint: ***
I am rejecting this response because:The Dell response states my claims are unfounded, but it does not state which claims are unfounded or why Dell considers them unfounded.My first claim is that the Noble Lock TZ08T will not fit into the defective slot in my Dell Inspiron 13_is completely accurateIf the lock fit Dell would not be offering to replace a part on my computerMy second claim that Dell will not send me any pictures of part to be replaced or details about repair is accurateIf Dell has sent me pictures via email and/or provided repair details then forward the evidence to the Revdex.comMy third claim that Dell is not offering me a warranty on the replaced part and no warranty or protection relative to any potential damage or issues caused to my system by the replaced part or the onsite technician performing the repair is accurateIf Dell has offered replacement part warranty and/or any repair warranty or protection then provide the details to the Revdex.com.If Dell will not provide me any warranty protection for part being replaced and no warranty or protection relative to the repair then I am not going to allow a Dell technician to work on my computerI would prefer a lock that would fit into my undersized lock slot versus having someone taking apart my computer, when I being offered no protection relative to the repair even though the repair is required, because of a defective Dell part.Regards,
*** ***
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 Dell service and support and wants a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell
has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an optionOur records indicate the customer currently resides outside of the United States and has transferred the warranty support to his current location where he has been offered parts replacement per the terms of Dell’s Limited Hardware Warranty Alternatively, as the customer indicated he will be returning to the United States in mid-December, he has been offered a refurbished exchange computer once he has an address in the United States These offers will be valid until December 31, We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, dispatched depot service, however; Mr*** still reports issues after the system was returned*** dispatched onsite service
and Mr*** requested a delay*** will remain engaged and may be contacted via email at ***@Dell.comWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience
Sincerely,
Advanced Resolution Group
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,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative confirmed the Dell Financial account balance is zeroOur representative may be contacted directly by e-mail at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because: when I was contacted by Dell I was accused of being dishonest and fauldulantThey still refuse to replace the defective battery that was sent to me as a warranty replacementWhen I explained to the rep that I left the country for my work shortly after receiving the battery and did not notice it was defective until I returned to the states recently, he replied " Well whose fault is that!!" Completely unprofessionalThe call was recorded and well documentedAt this point I am considering taking legal action
Regards,
*** ***
Dear Revdex.com
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding
this experience
Dell representative, *** contacted the customer and apologized for the problemsThe representative confirmed the credit has been processed and will reflect on the next billing statementIf the customer has any further questions or concerns the representative can be reached at email ***@Dell.com
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because: Dell says its my responsibility to know that I had Dell Advantage to use in no physical email, or snail mail about gift cardsI had no knowledge that I had any rewardsIf I didn't try and find out this time about Dell Advantage or disadvantage as it should be calledI have called over times to every person from CEO - to customer service and its very hard to get a straight answer from DELL. I lost over $in 2013, and would have lost over $this timeIts very hard to find out if discounts are applied to your purchasesBeing a 100% disabled veteran offered discounts to make purchases from Dell I try to use what's offeredI feel Dell is being extremely unreasonable in not reactivating my gift cards for future purchasesDisappointed not surprised in the responses from DELLContinue to say its the customers are at fault, instead of helping the customer
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note, our representative offered technical assistance; however, Mr***
stated that he does not require any assistance at this time and will contact our support at his convenienceWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesShould he have any additional concerns, he can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.
Sincerely,
Advanced Resolution Group
Incident ID ***
Dell
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 the sales team contact the customer and his order has been processed and shipped. 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
Monday, January 11, Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that Mr*** purchased a refurbished unit on June 10th, under
original order# ***However, as a goodwill gesture and in the interest of customer satisfaction, a policy exception was made to provide Mr*** with a new identical unit on June 24th, under replacement order# ***He is demanding yet another new unit with upgrades.Our representative explained the terms and conditions of sale, and return policy***His request for yet another unit was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns in regards to this case.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate the
Dell representative; *** has reached out to our customer to let him know the original order had a parts availability issue regarding the graphics card and this issue had caused the shipping delay of the original order. Further a Dell representative had authorized a new order with another graphics card and at no additional cost to the customer. The new order has since been delivered to the customer. *** has invited the customer to call or email him directly if the customer should have any other concerns regarding this transaction. 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
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 website verbiage is crypticIt states a 30-day after purchase price match and even states that it does not apply to Wholesale "Membership" clubsIt does not state anything about not matching prices for local brick-and-mortar retailersTo find that information you must navigate to another page and then drill down through a FAQ to find that information.If the DELL support representative would have said that previously I would have denied the shipment, or returned it and then purchased from the local merchant to save the difference. I would like DELL to know that I will never purchase from them againI also work in IT for a fortune company and I will advise everyone I ever speak with to not do business with this company due to their policies.The representative called me ONCEI attempted to call several times where I was either placed on hold for an extended period of time, or another representative told me that the person I was to speak with "had just left for a meeting"
Regards,
*** ***, former DELL customer
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently spoke to Mr*** regarding his concernsAs a onetime gesture of goodwill, our representative provided technical assistance with McAfee and
confirmed resolutionMr*** was also referred to McAfee for further related supportWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because:I had asked Dell to compensate me for the delay associated with this issueThe associate I spoke with promised to resolve this issue within several daysHe also promised to call back within hours to provide an updateHe did not, and when I contacted him about the issue he appeared as if he was lost about what to say and that he forgot about it I want others to know that Dell customer support team gets an F; poor service, poor follow up, and integrity
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced with a new computer We regret any dissatisfaction the customer may have experienced and appreciate
the feedback Per the terms and conditions of Dell’s Limited Hardware Warranty, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer and processed a service dispatch to have the computer repaired The computer has since been returned to the customer We ask that the customer contact our representative at ***_***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
A Dell representative has been in contact with the customer to address issues related to the replacement computer following a service dispatch and a final resolution has yet to be reached. Our representative will remain engaged to assist the customer until the issues have been addressed
Dear Revdex.com,
Our records indicate that the customer order invoiced 11/13/the first contact to Dell was on 6/1/2016. The customer has been offered a refurbished exchange under the terms of her warranty which is due to expire on 2/11/17. Hardware warranty terms and conditions link: ***We ask that the customer follow up with the representative by emailing ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Complaint: ***
I am rejecting this response because:The Dell response states my claims are unfounded, but it does not state which claims are unfounded or why Dell considers them unfounded.My first claim is that the Noble Lock TZ08T will not fit into the defective slot in my Dell Inspiron 13_is completely accurateIf the lock fit Dell would not be offering to replace a part on my computerMy second claim that Dell will not send me any pictures of part to be replaced or details about repair is accurateIf Dell has sent me pictures via email and/or provided repair details then forward the evidence to the Revdex.comMy third claim that Dell is not offering me a warranty on the replaced part and no warranty or protection relative to any potential damage or issues caused to my system by the replaced part or the onsite technician performing the repair is accurateIf Dell has offered replacement part warranty and/or any repair warranty or protection then provide the details to the Revdex.com.If Dell will not provide me any warranty protection for part being replaced and no warranty or protection relative to the repair then I am not going to allow a Dell technician to work on my computerI would prefer a lock that would fit into my undersized lock slot versus having someone taking apart my computer, when I being offered no protection relative to the repair even though the repair is required, because of a defective Dell part.Regards,
*** ***
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 Dell service and support and wants a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell
has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an optionOur records indicate the customer currently resides outside of the United States and has transferred the warranty support to his current location where he has been offered parts replacement per the terms of Dell’s Limited Hardware Warranty Alternatively, as the customer indicated he will be returning to the United States in mid-December, he has been offered a refurbished exchange computer once he has an address in the United States These offers will be valid until December 31, We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, dispatched depot service, however; Mr*** still reports issues after the system was returned*** dispatched onsite service
and Mr*** requested a delay*** will remain engaged and may be contacted via email at ***@Dell.comWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience
Sincerely,
Advanced Resolution Group
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,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative confirmed the Dell Financial account balance is zeroOur representative may be contacted directly by e-mail at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because: when I was contacted by Dell I was accused of being dishonest and fauldulantThey still refuse to replace the defective battery that was sent to me as a warranty replacementWhen I explained to the rep that I left the country for my work shortly after receiving the battery and did not notice it was defective until I returned to the states recently, he replied " Well whose fault is that!!" Completely unprofessionalThe call was recorded and well documentedAt this point I am considering taking legal action
Regards,
*** ***
Dear Revdex.com
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding
this experience
Dell representative, *** contacted the customer and apologized for the problemsThe representative confirmed the credit has been processed and will reflect on the next billing statementIf the customer has any further questions or concerns the representative can be reached at email ***@Dell.com
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because: Dell says its my responsibility to know that I had Dell Advantage to use in no physical email, or snail mail about gift cardsI had no knowledge that I had any rewardsIf I didn't try and find out this time about Dell Advantage or disadvantage as it should be calledI have called over times to every person from CEO - to customer service and its very hard to get a straight answer from DELL. I lost over $in 2013, and would have lost over $this timeIts very hard to find out if discounts are applied to your purchasesBeing a 100% disabled veteran offered discounts to make purchases from Dell I try to use what's offeredI feel Dell is being extremely unreasonable in not reactivating my gift cards for future purchasesDisappointed not surprised in the responses from DELLContinue to say its the customers are at fault, instead of helping the customer
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note, our representative offered technical assistance; however, Mr***
stated that he does not require any assistance at this time and will contact our support at his convenienceWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesShould he have any additional concerns, he can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support.
Sincerely,
Advanced Resolution Group
Incident ID ***
Dell
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 the sales team contact the customer and his order has been processed and shipped. 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
Monday, January 11, Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsPlease note that Mr*** purchased a refurbished unit on June 10th, under
original order# ***However, as a goodwill gesture and in the interest of customer satisfaction, a policy exception was made to provide Mr*** with a new identical unit on June 24th, under replacement order# ***He is demanding yet another new unit with upgrades.Our representative explained the terms and conditions of sale, and return policy***His request for yet another unit was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns in regards to this case.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate the
Dell representative; *** has reached out to our customer to let him know the original order had a parts availability issue regarding the graphics card and this issue had caused the shipping delay of the original order. Further a Dell representative had authorized a new order with another graphics card and at no additional cost to the customer. The new order has since been delivered to the customer. *** has invited the customer to call or email him directly if the customer should have any other concerns regarding this transaction. 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
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