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 submissionDell representative, ***, is attempting again to reach the customer by phone and email; however to date the
customer has not been available his remaining concernsPlease have the customer contact the representative by email at ***_***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
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
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 submissionThis matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe link the customer is referencing also explains about this issue falling under accidental damageAt this time Dell considers this issue closedPlease have the customer contact the representative by emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
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,
*** ***
A Dell tech representative
is still working with the customer regarding the new system exchange shipped. We ask that the customer continues to work
with us; his point of contact can be reached directly by email at ***_***@Dell.com
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative contacted the customer regarding the issues described in her correspondencePer the terms and conditions of the sale and the Dell limited warranty, our
representative respectfully denied the customer’s request for a replacement system or to dispatch parts without technical diagnosticsOur representative offered the customer onsite service or depot service according to the terms of the limited warranty; however, the customer declined. Our representative remains available and may be contacted directly via email at ***@Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experience. Sincerely, Advanced Resolution GroupIncident 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,
*** ***
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,
*** ***
Complaint: ***
I am rejecting this response because:I am still sending the laptop in, but not for another 1-months since Dell cannot supply a loanerI never refused to work with any termsI said clearly that my laptop return would need to wait until either Dell could provide a loaner, or until after 1-months, which is when I would be able to access another computer for myself.Again, I don't appreciate the mis-representation of my statements to Revdex.comI have the email chain to prove my statements, I never "refused" anythingInstead I said my laptop return, for the fourth attempt at an effective repair, would have to wait
Regards,
*** ***
Dear Better BusinessBureau, I am writing on behalf ofDell Incin
response to the complaint filed with your office by *** ***. Thank you for providing a copyof his submission Dell representative, ***
*** *** *** and his client, Dell’s customer, spoke on July 22, 2015regarding the concerns reported by *** *** through the Better BusinessBureau’s online tool. They discussed theterms and conditions of the hardware warranty and *** *** had confirmedreceipt of the needed media from Dell. *** *** and his client not only shared their perspective of whatthey had experienced with Dell during this support transaction, but they alsogave constructive feedback as well. Dell sincerely appreciates*** *** and his client’s time and candid input on this matter They too, had expressed to *** *** theirappreciation for receiving her call and being heard. Open dialogue such as this is taken seriouslyby Dell and helps us to improve processes. We not only thank *** ***, but also the Revdex.com forbringing the matter to our attention. *** *** has *** ***’s contact information should he need anyfurther assistance in this matter. ***
*** may be reached by email as well; ***. Sincerely, Executive Support Team Incident ID# ***Dell Inc
Dell representative, ***, is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submissionWe remain available to assist and ask that the customer contact our representative at ***
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
experienceA Dell representative Arun authorized a replacement TV under the extended warranty and confirmed deliveryPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
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,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Since the date of the submission, the customer has been contacted by Dell representatives who have provided assistance in resolving the technical issues 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
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,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell support and wants his computer repaired under the warranty We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate that the customer’s computer has physical damage which is not covered under Dell’s Limited Hardware Warranty which covers hardware components that fail during use and does not cover hardware that has physical damage We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Dell has shipped other orders to other buyers with the discounted priceI feel like they do discriminate some of its buyersAgain, I do know that they shipped the same product to other buyers with the same amount I paid DELL and reject mineThey discriminate me for some reason
Regards,
*** ***
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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution though not ideal but acceptable to meMy laptop continues to have exact same problems after one time courtesy repair ro Dell Repair Depot Frustrating, but I will consider this case is closed
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
experienceDell representative, ***, contacted the customer apologized for the problems and confirmed an exchange has been authorizedThe representative followed up and provided shipping information which indicates delivery on 1/08/We remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@Dell.com Advanced Resolution Group Incident *** Dell Inc
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 submissionDell representative, ***, is attempting again to reach the customer by phone and email; however to date the
customer has not been available his remaining concernsPlease have the customer contact the representative by email at ***_***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
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
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 submissionThis matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe link the customer is referencing also explains about this issue falling under accidental damageAt this time Dell considers this issue closedPlease have the customer contact the representative by emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
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,
*** ***
A Dell tech representative
is still working with the customer regarding the new system exchange shipped. We ask that the customer continues to work
with us; his point of contact can be reached directly by email at ***_***@Dell.com
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative contacted the customer regarding the issues described in her correspondencePer the terms and conditions of the sale and the Dell limited warranty, our
representative respectfully denied the customer’s request for a replacement system or to dispatch parts without technical diagnosticsOur representative offered the customer onsite service or depot service according to the terms of the limited warranty; however, the customer declined. Our representative remains available and may be contacted directly via email at ***@Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experience. Sincerely, Advanced Resolution GroupIncident 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,
*** ***
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,
*** ***
Complaint: ***
I am rejecting this response because:I am still sending the laptop in, but not for another 1-months since Dell cannot supply a loanerI never refused to work with any termsI said clearly that my laptop return would need to wait until either Dell could provide a loaner, or until after 1-months, which is when I would be able to access another computer for myself.Again, I don't appreciate the mis-representation of my statements to Revdex.comI have the email chain to prove my statements, I never "refused" anythingInstead I said my laptop return, for the fourth attempt at an effective repair, would have to wait
Regards,
*** ***
Dear Better BusinessBureau, I am writing on behalf ofDell Incin
response to the complaint filed with your office by *** ***. Thank you for providing a copyof his submission Dell representative, ***
*** *** *** and his client, Dell’s customer, spoke on July 22, 2015regarding the concerns reported by *** *** through the Better BusinessBureau’s online tool. They discussed theterms and conditions of the hardware warranty and *** *** had confirmedreceipt of the needed media from Dell. *** *** and his client not only shared their perspective of whatthey had experienced with Dell during this support transaction, but they alsogave constructive feedback as well. Dell sincerely appreciates*** *** and his client’s time and candid input on this matter They too, had expressed to *** *** theirappreciation for receiving her call and being heard. Open dialogue such as this is taken seriouslyby Dell and helps us to improve processes. We not only thank *** ***, but also the Revdex.com forbringing the matter to our attention. *** *** has *** ***’s contact information should he need anyfurther assistance in this matter. ***
*** may be reached by email as well; ***. Sincerely, Executive Support Team Incident ID# ***Dell Inc
Dell representative, ***, is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submissionWe remain available to assist and ask that the customer contact our representative at ***
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
experienceA Dell representative Arun authorized a replacement TV under the extended warranty and confirmed deliveryPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
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,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Since the date of the submission, the customer has been contacted by Dell representatives who have provided assistance in resolving the technical issues 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
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,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell support and wants his computer repaired under the warranty We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate that the customer’s computer has physical damage which is not covered under Dell’s Limited Hardware Warranty which covers hardware components that fail during use and does not cover hardware that has physical damage We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Dell has shipped other orders to other buyers with the discounted priceI feel like they do discriminate some of its buyersAgain, I do know that they shipped the same product to other buyers with the same amount I paid DELL and reject mineThey discriminate me for some reason
Regards,
*** ***
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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution though not ideal but acceptable to meMy laptop continues to have exact same problems after one time courtesy repair ro Dell Repair Depot Frustrating, but I will consider this case is closed
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
experienceDell representative, ***, contacted the customer apologized for the problems and confirmed an exchange has been authorizedThe representative followed up and provided shipping information which indicates delivery on 1/08/We remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@Dell.com Advanced Resolution Group Incident *** Dell Inc