Complaint: ***
I am rejecting this response because: the replacement was rejected by their staff multiple times, leading me to spend multiple hours and having to call multiple times because of "disconnections" where the employee neglected to get my number to call back in such casesNot only that, but when I finally got someone who seemed to understand the situation and finally said that I was correct in my assessment and in what Dell was obligated to do to repair it I was informed that I was in the premium queueThen after yet another hour and a half battle with Dell I was informed they "weren't going to do what I was asking" and were replacing the screen instead of the defective device "Dell will ship you a replacement unit depending on the status of the limited hardware warranty of the affected unit." Not once has Dell apologized for the inconsistency or the lying to my face as I had been told several times in several different ways that my "problem" was completely within the manufacturer specsDell refuses to replace the device according to their warranty and I do not accept replacing the defecting part with potentially another defective part as enough on their hand after the fighting I had to do to get the proper service I not only paid for but I would expect from a company with any regards for their customersI brought to their attention their website, which I have attached screenshots of where their policy is clearly stated and to which they refuted multiple times to avoid having to do either the repair work or replace the deviceHad they replaced it after the first call I would have just let it go, however after wasting an entire afternoon to not only fight with Dell to get a defect in their product replaced under their warranty I feel that this is completely unacceptable and they have in no way tried to fix this problemI have been told at every turn that I am wrong and even when giving them proof they continued to deny that, and I believe Dell should be held accountable for their part of the dealNot a single one of them has been instrumental in anything other than to cause more frustration and regret in my purchase.Regards,
*** ***
Complaint: ***
I am rejecting this response because: the total of this purchase is still $175+ more than what it should have been as advertised- I have requested an invoice previously- NOT the shipping invoice or the one emailed to me- But and actual invoice with the breakdown of charges to explain why my balance is more than the deal offeredThe tv was advertised as free with purchase of laptop so then explain why my balance is higher than what was promised
Regards,
*** ***
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted *** *** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***
Complaint: ***
I am rejecting this response because: I never was given a key code for Microsoft Office 2016. When I purchased my computer, I added the Microsoft Office to my order, paid for Microsoft Office and the people at DELL installed the Microsoft Office in my computer prior to shipping the computer to me. The email I received from Dell says:With regards to Microsoft office, we do not have an option to send the media CD and you will need to log into your Microsoft account and download the software as and when required as directed by Microsoft.You would have received the activation key for Microsoft office so I would request you to keep the key safe as neither Dell nor Microsoft keep a copy of the same and in case the key is lost you will need to purchase a new one. Well, I never got a key code because I was not the person who installed it in my PC and Dell never sent me the key code or recorded it on any of the shipping documents, etcso I do not have a key code to use if I had to go to my Microsoft account online to re-download itDell needs to give me the key code seeing they did the install and if they do not have it then they need to give me another copy of Microsoft office because I should not have to purchase another Microsoft Office to reload it if and when necessary because I was never given a key code from DellThey never sent me an email with the key code after loading the software into my PC.
Regards,
*** ***
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at *** for any further assistance they may need regarding this matter
Dell representative,
***, is working with Mr*** to resolve this matterOur records indicate, the credit for order number *** has been processedShould he have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return
policy
***
In the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# *** was delivered to Ms*** on June 13, under FedEx tracking# ***Our representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: *** admitted to me that at no time in the on-line ordering process is there a click box, or any kind of acknowledgement space that Dell has a day return policyI only learned about it when I called about the TV being damagedInstead he was only able to find an obscure link that is not even titled "Return Policy" but instead is labeled "Terms and Conditions." Had I known the Dell policy I would have had my daughter open her Christmas gift in SeptemberHowever, these terms are concealed so that no reasonably prudent person would know where this policy residesNot being aware of such a policy I gave my daughter her Christmas present in December.*** also admitted to me that Dell does not inspect the condition of any of the TV's it ships and therefore Dell had no idea of the condition of the TVsInstead Dell relies on the customer to conduct the inspection thus leaving doubt where there damage may have actually occurred
Regards,
*** ***
Complaint: ***
I am rejecting this response because:This doesn't resolve the issue to why the hinge on my laptop was brokenDell stated that the hinge was broken due to an accident and only a major force can impact the hinge to breakI told them that I only opened the laptop and the hinge was breaking apartOpening a laptop and having the hinge broken is not considered an accident, but instead it is a manufacture defect that Dell doesn't want to admit fault to with this line of laptopsI have provided the following links that I have googled online and have seen that multiple people have the same issue and Dell does not want to admit fault in their device being manufactured improperly and placing the blame on the customersI strongly feel the representative that I have spoken to in the technical support department is not qualified to be labeled as technical support because they do not understand the issue of a general defect with the design of the laptop. ***
***
***
***
***
***
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I paid $for the laptop and it was still under warranty I then paid them an additional $for a new screen because they claimed the damage on the screen was not covered under the warranty They then lost my laptop for which I had invested $and they want to replace it with a used one That is not acceptable They lost my laptop and need to get it back to me, send me a new one, or reimubrse me the $I have spent on this laptop
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 meI can't believe what a hassle it is to do business with Dell Nothing has changed in the past years there I do not recommend anyone buy a Dell
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal posted by the customer, *** ***. Thank you for letting Dell know about the customer’s new concern. Since the customer has questions regarding his credit report and how Dell Financial Services (DFS) report account transactions; Dell believes this would be best answered by DFS directly. We ask that the Revdex.com reassign the case to DFS. Dell has notified DFS. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because:The damage to my laptop is not accidental damage but due to defects in materials and workmanship which are covered by the Dell limited hardware warranty Dell's limited hardware warranty specifically states, "This limited hardware warranty covers defects in materials and workmanship in your Dell-branded hardware products, including Dell-branded peripheral products."*** *** arbitrarily declared that the damage to my laptop was due to accidental damage after looking at pictures of my laptop which I sent to him His declaration is baseless I responded that I discovered that another customer of the same laptop had complained of damage to his/her laptop identical to mine and posted pictures of it on ***.com I stated that this is evidence of defects in materials and workmanship but was again denied the rights to my warranty.On Friday, 10/16, I called Dell again with a representative from the credit card company through which I had purchased the laptop and was told that Mr*** was unavailable We then called the billing department and were transferred times over the course on an hour only to be told that Mr*** would call me back which he never did I am also rejecting this response because Dell falsely states that, "As a gesture of goodwill and in the interest of customer satisfaction, our representative offered out of warranty service at a discounted ratePlease note that Mr*** elected not to accept our offer of assistance." - however, no one ever called me back after I called Dell on 10/and I was never offered warranty service at a discounted rate at any time
Regards,
*** ***
A Dell representative remains available to assist the customer to address these issues We ask that the customer contact the representative at ***@Dell.com for any further assistance they may need regarding this matter
Complaint: ***
I am rejecting this response because:Dell did not address my complaint at allThey said Black Friday offers had expiredMy complaint was not about Black FridayMy complaint was about an offer for a $discount if I purchased a computer with Dell FinancialWhich I didI do not accept that this offer was invalid on Cyber Monday, the day I bought the computer.Dell should address my complaint and not give a cut and paste answer
Regards,
*** ***
Complaint: ***
I am rejecting this response because: You sent me one PC with issues. Then you send a PC that won't go with what I need, then you send a replacement that has issues, send out a tech guy with a used refurbished motherboard that doesn't work. Now, the tech guy was at my home saw the replacement didn't work, documented the issue. I contacted you while the tech guy was here, you are now wanting to have me mail my PC to you to fix when you couldn't send me a working unit to begin with, and have already replaced parts. No. No. And further, no. You can send a tech guy to my home that knows what he's doing, send the right parts, and fix it. I cannot go without a PC. I work from home, I need the PC. The only option is send a tech guy to replace and make it work before they leave or we need to discuss what other option is left. My money back.
Regards,
*** ***
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,
*** ***
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. *** explained to the customer price matching was not available on Dell Outlet products but did offer him a 10% discount on a new order. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,Thank you for 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: the replacement was rejected by their staff multiple times, leading me to spend multiple hours and having to call multiple times because of "disconnections" where the employee neglected to get my number to call back in such casesNot only that, but when I finally got someone who seemed to understand the situation and finally said that I was correct in my assessment and in what Dell was obligated to do to repair it I was informed that I was in the premium queueThen after yet another hour and a half battle with Dell I was informed they "weren't going to do what I was asking" and were replacing the screen instead of the defective device "Dell will ship you a replacement unit depending on the status of the limited hardware warranty of the affected unit." Not once has Dell apologized for the inconsistency or the lying to my face as I had been told several times in several different ways that my "problem" was completely within the manufacturer specsDell refuses to replace the device according to their warranty and I do not accept replacing the defecting part with potentially another defective part as enough on their hand after the fighting I had to do to get the proper service I not only paid for but I would expect from a company with any regards for their customersI brought to their attention their website, which I have attached screenshots of where their policy is clearly stated and to which they refuted multiple times to avoid having to do either the repair work or replace the deviceHad they replaced it after the first call I would have just let it go, however after wasting an entire afternoon to not only fight with Dell to get a defect in their product replaced under their warranty I feel that this is completely unacceptable and they have in no way tried to fix this problemI have been told at every turn that I am wrong and even when giving them proof they continued to deny that, and I believe Dell should be held accountable for their part of the dealNot a single one of them has been instrumental in anything other than to cause more frustration and regret in my purchase.Regards,
*** ***
Complaint: ***
I am rejecting this response because: the total of this purchase is still $175+ more than what it should have been as advertised- I have requested an invoice previously- NOT the shipping invoice or the one emailed to me- But and actual invoice with the breakdown of charges to explain why my balance is more than the deal offeredThe tv was advertised as free with purchase of laptop so then explain why my balance is higher than what was promised
Regards,
*** ***
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted *** *** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***
Complaint: ***
I am rejecting this response because: I never was given a key code for Microsoft Office 2016. When I purchased my computer, I added the Microsoft Office to my order, paid for Microsoft Office and the people at DELL installed the Microsoft Office in my computer prior to shipping the computer to me. The email I received from Dell says:With regards to Microsoft office, we do not have an option to send the media CD and you will need to log into your Microsoft account and download the software as and when required as directed by Microsoft.You would have received the activation key for Microsoft office so I would request you to keep the key safe as neither Dell nor Microsoft keep a copy of the same and in case the key is lost you will need to purchase a new one. Well, I never got a key code because I was not the person who installed it in my PC and Dell never sent me the key code or recorded it on any of the shipping documents, etcso I do not have a key code to use if I had to go to my Microsoft account online to re-download itDell needs to give me the key code seeing they did the install and if they do not have it then they need to give me another copy of Microsoft office because I should not have to purchase another Microsoft Office to reload it if and when necessary because I was never given a key code from DellThey never sent me an email with the key code after loading the software into my PC.
Regards,
*** ***
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at *** for any further assistance they may need regarding this matter
Dell representative,
***, is working with Mr*** to resolve this matterOur records indicate, the credit for order number *** has been processedShould he have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return
policy
***
In the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# *** was delivered to Ms*** on June 13, under FedEx tracking# ***Our representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: *** admitted to me that at no time in the on-line ordering process is there a click box, or any kind of acknowledgement space that Dell has a day return policyI only learned about it when I called about the TV being damagedInstead he was only able to find an obscure link that is not even titled "Return Policy" but instead is labeled "Terms and Conditions." Had I known the Dell policy I would have had my daughter open her Christmas gift in SeptemberHowever, these terms are concealed so that no reasonably prudent person would know where this policy residesNot being aware of such a policy I gave my daughter her Christmas present in December.*** also admitted to me that Dell does not inspect the condition of any of the TV's it ships and therefore Dell had no idea of the condition of the TVsInstead Dell relies on the customer to conduct the inspection thus leaving doubt where there damage may have actually occurred
Regards,
*** ***
Complaint: ***
I am rejecting this response because:This doesn't resolve the issue to why the hinge on my laptop was brokenDell stated that the hinge was broken due to an accident and only a major force can impact the hinge to breakI told them that I only opened the laptop and the hinge was breaking apartOpening a laptop and having the hinge broken is not considered an accident, but instead it is a manufacture defect that Dell doesn't want to admit fault to with this line of laptopsI have provided the following links that I have googled online and have seen that multiple people have the same issue and Dell does not want to admit fault in their device being manufactured improperly and placing the blame on the customersI strongly feel the representative that I have spoken to in the technical support department is not qualified to be labeled as technical support because they do not understand the issue of a general defect with the design of the laptop. ***
***
***
***
***
***
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I paid $for the laptop and it was still under warranty I then paid them an additional $for a new screen because they claimed the damage on the screen was not covered under the warranty They then lost my laptop for which I had invested $and they want to replace it with a used one That is not acceptable They lost my laptop and need to get it back to me, send me a new one, or reimubrse me the $I have spent on this laptop
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 meI can't believe what a hassle it is to do business with Dell Nothing has changed in the past years there I do not recommend anyone buy a Dell
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal posted by the customer, *** ***. Thank you for letting Dell know about the customer’s new concern. Since the customer has questions regarding his credit report and how Dell Financial Services (DFS) report account transactions; Dell believes this would be best answered by DFS directly. We ask that the Revdex.com reassign the case to DFS. Dell has notified DFS. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because:The damage to my laptop is not accidental damage but due to defects in materials and workmanship which are covered by the Dell limited hardware warranty Dell's limited hardware warranty specifically states, "This limited hardware warranty covers defects in materials and workmanship in your Dell-branded hardware products, including Dell-branded peripheral products."*** *** arbitrarily declared that the damage to my laptop was due to accidental damage after looking at pictures of my laptop which I sent to him His declaration is baseless I responded that I discovered that another customer of the same laptop had complained of damage to his/her laptop identical to mine and posted pictures of it on ***.com I stated that this is evidence of defects in materials and workmanship but was again denied the rights to my warranty.On Friday, 10/16, I called Dell again with a representative from the credit card company through which I had purchased the laptop and was told that Mr*** was unavailable We then called the billing department and were transferred times over the course on an hour only to be told that Mr*** would call me back which he never did I am also rejecting this response because Dell falsely states that, "As a gesture of goodwill and in the interest of customer satisfaction, our representative offered out of warranty service at a discounted ratePlease note that Mr*** elected not to accept our offer of assistance." - however, no one ever called me back after I called Dell on 10/and I was never offered warranty service at a discounted rate at any time
Regards,
*** ***
A Dell representative remains available to assist the customer to address these issues We ask that the customer contact the representative at ***@Dell.com for any further assistance they may need regarding this matter
Complaint: ***
I am rejecting this response because:Dell did not address my complaint at allThey said Black Friday offers had expiredMy complaint was not about Black FridayMy complaint was about an offer for a $discount if I purchased a computer with Dell FinancialWhich I didI do not accept that this offer was invalid on Cyber Monday, the day I bought the computer.Dell should address my complaint and not give a cut and paste answer
Regards,
*** ***
Complaint: ***
I am rejecting this response because: You sent me one PC with issues. Then you send a PC that won't go with what I need, then you send a replacement that has issues, send out a tech guy with a used refurbished motherboard that doesn't work. Now, the tech guy was at my home saw the replacement didn't work, documented the issue. I contacted you while the tech guy was here, you are now wanting to have me mail my PC to you to fix when you couldn't send me a working unit to begin with, and have already replaced parts. No. No. And further, no. You can send a tech guy to my home that knows what he's doing, send the right parts, and fix it. I cannot go without a PC. I work from home, I need the PC. The only option is send a tech guy to replace and make it work before they leave or we need to discuss what other option is left. My money back.
Regards,
*** ***
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,
*** ***
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. *** explained to the customer price matching was not available on Dell Outlet products but did offer him a 10% discount on a new order. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,Thank you for 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