Complaint: ***
I am rejecting this response because:After I agreed to the replacement computer Dell identified, I received an email directly to me (and to the Revdex.com), in which there appears to be some ambiguity as to the warranty protection for that replacementI was originally told there would be a full day warranty--then it seemed to be withdrawn or at the very least the verbiage became vague and unclearToday's email from *** *** seems to refer me to the "Out of Warranty Department" for further problemsWhat is he talking about??????? NOTHING IS OUT OF WARRANTY--My computer has not yet been repaired so Dell has repeatedly stated it would be repaired (or replaced) regardless of the time frame SINCE THE PROBLEMS WERE REPORTED WITHIN THE WARRANTY PERIOD and, should the replacement process proceed, that computer, too, would be IN WARRANTY for some period of timePlease clearly and simply state the term of the included warranty covering the discussed replacementIf it is months, this matter can finally be resolved, BUT if it is only days, I want to know whyI was told by two different Dell employees in Dell's outlet that "ALL REFURBISHED COMPUTERS INCLUDE A MONTH WARRANTY WITH THE OPTION OF PURCHASING AN EXTENDED WARRANTY." To arbitrarily exempt the [my] proposed replacement appears hokey, somewhat discriminatory and might I even say, "fraudulent."If necessary, please forward this matter to an executive at Dell who has the authority and the interest in protecting Dell's (former) "good name" by making good on policy as reported by two of Dell's employees.Kindly address my questions directly and completely.Thank you
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Cheryl N***Our representative has been in contact with the customer and our records indicate the system has been repaired and returned to the customer, who confirmed receiptSincerely, Advanced
Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have
experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceAs per the terms of the Limited Hardware Warranty www.Dell.com/Warranty, our representative offered technical assistance, as well as service; however, customer elected not to accept our offer of assistanceFurthermore, the original system purchase is beyond the return policy; therefore, their request for refund is respectfully deniedWe remain available to assist within the terms of the Limited Hardware Warranty and our other policiesShould Mr*** have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at [email protected],Advanced Resolution Group Incident ID: ***Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr***-*** ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants compensationWe regret any dissatisfaction they may
have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Their order was being delayed due to product availability issuesFurthermore, our records indicate, order number *** was delivered on January 11, under FedEx Tracking number ***Please note, Dell does not provide compensation for down time, time spent resolving an issue, lost business or applications, as the warranty covers hardware components, which fail during use and does not include any provisions for compensation, apart from replacing hardware components covered under the terms of Dell’s Limited Hardware WarrantyTheir request for compensation was respectfully deniedShould Mr*** have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at ***@Dell.com
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
Our records
indicate Dell representative, *** has made a number of attempts to reach the customer by phone and email in their attempt to contact the customer to discuss their concerns; *** was not successful in reaching the customer.
The customer is contacting the Revdex.com about a pricing error on Dell’s website during the Black Friday/Cyber Monday sales; regarding the Dell UltraSharp Dual Monitor Bundle U2412M with MDSmonitor stand. The incorrect price was showing as $instead of the correct price of $769.99. Once Dell discovered the mistake, the links were disabled and any orders that may have been placed were canceled by Dell. Dell realizes situations such as this can be disappointing for our customers so we truly do apologize.
Please understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errors. In fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell and reserves the right to cancel any orders resulting from such errors."
We appreciate the customer taking the time to bring this observation to our attention. Our merchandizing team is aware of this pricing error. We are sorry, but we are unable to honor the wrong price and must respectfully deny any request we may encounter.
Please have the customer contact our representative directly by email at ***@Dell.com if they have any other concerns regarding this matter.
Sincerely,
Executive Support Team
Incident ID# ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer. Thank you for providing a copy of the submissionThe representative *** follow up with the customer in regards to the onsite. The onsite technician confirmed the customer has cancelled the onsite service. Unfortunately, there is very little Dell can do if the customer refuses to co-operate; so we have no other option than to close the case. Please have the customer contact the representative by email at ***@Dell.com if there are any further questions or concerns.Sincerely, Advanced Resolution Group***Dell Inc
Complaint: ***
I am rejecting this response because: The computer was shipped back to Dell over a week ago and has not been returnedDell has sent me a message that they received the computer and is in line to be fixedI am waiting to receive the repaired computer
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Although I told *** to go and close out this case, it was only because I was able to get some compensation for my issues by proving that I was promised a Aliwenware Keyboard and mouseThere was no exchange what so everI am quite frankly appalled that he stated as such which and exchange means I was sent a replacement for something which is totally falseI would like for *** to acknowledge what was actually done then I would agree to close this case so that its a matter of public record
Regards,
John Crisp
Complaint: ***
I am rejecting this response because:
I see that the representative left out any of the conversation that would make their end look bad so let me update this First of all I never declined sending the computer back I stated that it is impossible for me because I would not have a computer to use for my school workNo I am not looking for free stuff, I am looking for something to speed up my computer because ever since the technician remotely took over my computer it is running at extremely and almost unusable Slow speedsNow when I fist ordered this computer I asked that this computer be checked over, to make sure that the computer will have no problems because I didnt have time to return it for another, and I was promised that there would be no problems and so far since I got the thing I've spent over total hours dealing with technicians only to have the speed of the computer slowed drastically and hours and hours of my school work erased without my consent which is unnacceptableAlso when I spoke to *** I caught her in multiple lies, telling me that they company only does certain things with their Warranty when their warranty policy on their website states other wise Also when I asked *** to speak to someone else over times I was refused and I haven it all on email So please if you're going to provide poor customer service at least admit it, don't make it your paying customers fault so you don't have to look bad Also I informed *** that I and other dissatisfied employees will be contacting the media due to the poor customer service and their untrained overseas tech departmentRegards,
*** ***
Complaint: ***
I am rejecting this response because:
They(Dell and tech support) are unwilling to help with this matter, they(Dell and tech support) are not willing to send a technician out to my residence to see what the computer needs (and the technician is local here and has been to my house when they replaced the motherboard and graphics card that didn't fix it), we (my son and I) have already told them (Dell and tech support) that it needs the Windows program or CD because the one that Dell has put on there says it is not authenticThey(Dell and tech support) are unwilling to send the program so we can reinstall itThey(Dell and tech support) are unwilling to have the tower shipped to a tech support center because they(Dell and tech support) say they(Dell and tech support) do not have oneWe (my son and I both at different times) have sat on the phone with them(Dell and tech support) for hours and hours trying to go over trial and error things that still did not fix the problemSo for them(Dell and tech support) to say that we (my don and I) are not doing all that we (my son and I) can do is crazyWe (my son and I) have done ALL that WE (my son and I) can to fix this problem (and not gotten paid for it they have) so now it is time for them to do ALL that they can to fix the problemsThey get paid for the time and effort, so they(Dell and tech support) need to do their (Dell and tech support's) job and take care of the customer and product instead of the other way aroundWhat ever happened to customer satisfaction? They (Dell and tech support) are unwilling to do this as you(Revdex.com) can seeSo no matter what they (Dell and tech support) say, they (Dell and tech support) are not wanting to do all they (Dell and tech support) can to help solve the problem
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’s position remains unchanged as stated previously Dell Gift Cards have a day expiration date*** Dell considers this matter closedSincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a replacement LCD for her laptop We regret any miscommunication which may have occurred and appreciate the
feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, offered to process a Dell Repair Depot dispatch to replace her cracked LCD with a refurbished LCD display The customer indicated she had purchased the part from a third party Should the customer reconsider and want to accept the offer for assistance, we ask that she 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,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and representative We regret any miscommunication which may have occurred and appreciate the feedback It is not uncommon for Dell’s technical representatives to inform customers of Dell’s Customer Induced Damage policy in the event a computer is sent to Dell’s Repair Depot and it is determined a computer has physical damage not covered under Dell’s Limited Hardware Warranty If there is a defect or failure of hardware components, as the customer indicates, there would be no charge for warranty support The customer may contact Dell’s technical support representatives at * *** *** should she want to request service Our representative remains available to assist the customer under the terms of her warranty and she may contact the representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Thank you for providing a copy of the customer submissionDell representative, ***, contacted the customer and is working on a reasonable resolutionThe representative can be reached directly by email at ***
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 correspondenceOur representative processed a system exchange and our records indicate it has
been delivered and no new issues have been raisedWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I did not reject the offer to send in the computer for technical assistanceI grudgingly accepted the offer after an initial refusal and Dell support said they would send a box to send in the computer within 1-days and have it back within a week and the box did not arrive at allThe offer of refusal came AFTER I had originally accepted to send it in for repairI did send an e-mail telling the representative of this which he is well aware of my concernsFrankly this company has continued to play games with me and I will no longer participateA box has arrived after I complained to the representative who contacted you about this matter, but it is too little too lateMy original request standsAlso, as an update to this matter, a new monthly bill has arrived saying I now owe $which is an added charge of $on top of the inflated pathetic bills they have already sent in the pastAs of now I can either get a replacement computer or BOTH parties can chalk this up as a lossI DO NOT PAY FOR BROKEN OR DAMAGED MERCHANDISE PERIOD! And you would not either
Regards,
*** ***
Dell representative, Surendra, is attempting to reach the customer by phone and email; however, has not yet been able to discuss the contents of their correspondenceWe remain available to assist and ask that the customer contact our representative at [email protected]
Today’s Date: 07/17/2015 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 their refund has not been processedAt this time the agent has advised the customer the refund shows as processed on Dell's endFurther, the agent advised to please check with the original form of payments issuing bank for confirmationThe agent has since been unable to reach the customer and the customer has not reached out to the agentWe thank the customer for their time and patience during this processThe customer may also contact the representative at *** should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Thank you for providing a copy of the customer submission. A Dell representative, ***n, has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***@Dell.com
Complaint: ***
I am rejecting this response because: Dell has failed to have any response as to why multiple representatives assured me the item was available and ready to ship not only at the time of the initial order but even week after the order a representative (who was under the impression my wife was putting in a new order) told my wife that the item was in fact available and ready to shipWhen I confronted the representative with the information the screen went blank and the responses came to a screeching haunt as if they knew they were lying to make a saleThis complaint isn't completely about the lengthy wait time for my item to be delivered its more targeted at the fact I was lied to my multiple representatives about the availabilityWhen I'm expecting an item to delivered because a company told me that its available and then it doesn't happen obviously I'm going to be upset but to tell me it's available and than spend hours of my time contacting different departments and different representatives to be told times, that's right different delivery dates in days that's when I start getting irateAs far as alternatives I was offered cameras that I specifically said that I wasn't interested in(DSLR to be exacted) I was looking for an advanced point and shootI spent hr and minutes on the phone with a customer care manager last night and went over roughly cameras as alternatives that dell lists on there websiteAnd of those not a single camera was in stock! Im not really sure why dell is an online retailer when no items are every usually in stockThere arwas 100s and 1000s of complaints just like this so obviously something is not right
Regards
*** ***
Complaint: ***
I am rejecting this response because:After I agreed to the replacement computer Dell identified, I received an email directly to me (and to the Revdex.com), in which there appears to be some ambiguity as to the warranty protection for that replacementI was originally told there would be a full day warranty--then it seemed to be withdrawn or at the very least the verbiage became vague and unclearToday's email from *** *** seems to refer me to the "Out of Warranty Department" for further problemsWhat is he talking about??????? NOTHING IS OUT OF WARRANTY--My computer has not yet been repaired so Dell has repeatedly stated it would be repaired (or replaced) regardless of the time frame SINCE THE PROBLEMS WERE REPORTED WITHIN THE WARRANTY PERIOD and, should the replacement process proceed, that computer, too, would be IN WARRANTY for some period of timePlease clearly and simply state the term of the included warranty covering the discussed replacementIf it is months, this matter can finally be resolved, BUT if it is only days, I want to know whyI was told by two different Dell employees in Dell's outlet that "ALL REFURBISHED COMPUTERS INCLUDE A MONTH WARRANTY WITH THE OPTION OF PURCHASING AN EXTENDED WARRANTY." To arbitrarily exempt the [my] proposed replacement appears hokey, somewhat discriminatory and might I even say, "fraudulent."If necessary, please forward this matter to an executive at Dell who has the authority and the interest in protecting Dell's (former) "good name" by making good on policy as reported by two of Dell's employees.Kindly address my questions directly and completely.Thank you
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Cheryl N***Our representative has been in contact with the customer and our records indicate the system has been repaired and returned to the customer, who confirmed receiptSincerely, Advanced
Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have
experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceAs per the terms of the Limited Hardware Warranty www.Dell.com/Warranty, our representative offered technical assistance, as well as service; however, customer elected not to accept our offer of assistanceFurthermore, the original system purchase is beyond the return policy; therefore, their request for refund is respectfully deniedWe remain available to assist within the terms of the Limited Hardware Warranty and our other policiesShould Mr*** have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at [email protected],Advanced Resolution Group Incident ID: ***Dell
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr***-*** ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants compensationWe regret any dissatisfaction they may
have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Their order was being delayed due to product availability issuesFurthermore, our records indicate, order number *** was delivered on January 11, under FedEx Tracking number ***Please note, Dell does not provide compensation for down time, time spent resolving an issue, lost business or applications, as the warranty covers hardware components, which fail during use and does not include any provisions for compensation, apart from replacing hardware components covered under the terms of Dell’s Limited Hardware WarrantyTheir request for compensation was respectfully deniedShould Mr*** have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at ***@Dell.com
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
Our records
indicate Dell representative, *** has made a number of attempts to reach the customer by phone and email in their attempt to contact the customer to discuss their concerns; *** was not successful in reaching the customer.
The customer is contacting the Revdex.com about a pricing error on Dell’s website during the Black Friday/Cyber Monday sales; regarding the Dell UltraSharp Dual Monitor Bundle U2412M with MDSmonitor stand. The incorrect price was showing as $instead of the correct price of $769.99. Once Dell discovered the mistake, the links were disabled and any orders that may have been placed were canceled by Dell. Dell realizes situations such as this can be disappointing for our customers so we truly do apologize.
Please understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errors. In fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell and reserves the right to cancel any orders resulting from such errors."
We appreciate the customer taking the time to bring this observation to our attention. Our merchandizing team is aware of this pricing error. We are sorry, but we are unable to honor the wrong price and must respectfully deny any request we may encounter.
Please have the customer contact our representative directly by email at ***@Dell.com if they have any other concerns regarding this matter.
Sincerely,
Executive Support Team
Incident ID# ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer. Thank you for providing a copy of the submissionThe representative *** follow up with the customer in regards to the onsite. The onsite technician confirmed the customer has cancelled the onsite service. Unfortunately, there is very little Dell can do if the customer refuses to co-operate; so we have no other option than to close the case. Please have the customer contact the representative by email at ***@Dell.com if there are any further questions or concerns.Sincerely, Advanced Resolution Group***Dell Inc
Complaint: ***
I am rejecting this response because: The computer was shipped back to Dell over a week ago and has not been returnedDell has sent me a message that they received the computer and is in line to be fixedI am waiting to receive the repaired computer
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Although I told *** to go and close out this case, it was only because I was able to get some compensation for my issues by proving that I was promised a Aliwenware Keyboard and mouseThere was no exchange what so everI am quite frankly appalled that he stated as such which and exchange means I was sent a replacement for something which is totally falseI would like for *** to acknowledge what was actually done then I would agree to close this case so that its a matter of public record
Regards,
John Crisp
Complaint: ***
I am rejecting this response because:
I see that the representative left out any of the conversation that would make their end look bad so let me update this First of all I never declined sending the computer back I stated that it is impossible for me because I would not have a computer to use for my school workNo I am not looking for free stuff, I am looking for something to speed up my computer because ever since the technician remotely took over my computer it is running at extremely and almost unusable Slow speedsNow when I fist ordered this computer I asked that this computer be checked over, to make sure that the computer will have no problems because I didnt have time to return it for another, and I was promised that there would be no problems and so far since I got the thing I've spent over total hours dealing with technicians only to have the speed of the computer slowed drastically and hours and hours of my school work erased without my consent which is unnacceptableAlso when I spoke to *** I caught her in multiple lies, telling me that they company only does certain things with their Warranty when their warranty policy on their website states other wise Also when I asked *** to speak to someone else over times I was refused and I haven it all on email So please if you're going to provide poor customer service at least admit it, don't make it your paying customers fault so you don't have to look bad Also I informed *** that I and other dissatisfied employees will be contacting the media due to the poor customer service and their untrained overseas tech departmentRegards,
*** ***
Complaint: ***
I am rejecting this response because:
They(Dell and tech support) are unwilling to help with this matter, they(Dell and tech support) are not willing to send a technician out to my residence to see what the computer needs (and the technician is local here and has been to my house when they replaced the motherboard and graphics card that didn't fix it), we (my son and I) have already told them (Dell and tech support) that it needs the Windows program or CD because the one that Dell has put on there says it is not authenticThey(Dell and tech support) are unwilling to send the program so we can reinstall itThey(Dell and tech support) are unwilling to have the tower shipped to a tech support center because they(Dell and tech support) say they(Dell and tech support) do not have oneWe (my son and I both at different times) have sat on the phone with them(Dell and tech support) for hours and hours trying to go over trial and error things that still did not fix the problemSo for them(Dell and tech support) to say that we (my don and I) are not doing all that we (my son and I) can do is crazyWe (my son and I) have done ALL that WE (my son and I) can to fix this problem (and not gotten paid for it they have) so now it is time for them to do ALL that they can to fix the problemsThey get paid for the time and effort, so they(Dell and tech support) need to do their (Dell and tech support's) job and take care of the customer and product instead of the other way aroundWhat ever happened to customer satisfaction? They (Dell and tech support) are unwilling to do this as you(Revdex.com) can seeSo no matter what they (Dell and tech support) say, they (Dell and tech support) are not wanting to do all they (Dell and tech support) can to help solve the problem
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’s position remains unchanged as stated previously Dell Gift Cards have a day expiration date*** Dell considers this matter closedSincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a replacement LCD for her laptop We regret any miscommunication which may have occurred and appreciate the
feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, offered to process a Dell Repair Depot dispatch to replace her cracked LCD with a refurbished LCD display The customer indicated she had purchased the part from a third party Should the customer reconsider and want to accept the offer for assistance, we ask that she 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,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and representative We regret any miscommunication which may have occurred and appreciate the feedback It is not uncommon for Dell’s technical representatives to inform customers of Dell’s Customer Induced Damage policy in the event a computer is sent to Dell’s Repair Depot and it is determined a computer has physical damage not covered under Dell’s Limited Hardware Warranty If there is a defect or failure of hardware components, as the customer indicates, there would be no charge for warranty support The customer may contact Dell’s technical support representatives at * *** *** should she want to request service Our representative remains available to assist the customer under the terms of her warranty and she may contact the representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Thank you for providing a copy of the customer submissionDell representative, ***, contacted the customer and is working on a reasonable resolutionThe representative can be reached directly by email at ***
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 correspondenceOur representative processed a system exchange and our records indicate it has
been delivered and no new issues have been raisedWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I did not reject the offer to send in the computer for technical assistanceI grudgingly accepted the offer after an initial refusal and Dell support said they would send a box to send in the computer within 1-days and have it back within a week and the box did not arrive at allThe offer of refusal came AFTER I had originally accepted to send it in for repairI did send an e-mail telling the representative of this which he is well aware of my concernsFrankly this company has continued to play games with me and I will no longer participateA box has arrived after I complained to the representative who contacted you about this matter, but it is too little too lateMy original request standsAlso, as an update to this matter, a new monthly bill has arrived saying I now owe $which is an added charge of $on top of the inflated pathetic bills they have already sent in the pastAs of now I can either get a replacement computer or BOTH parties can chalk this up as a lossI DO NOT PAY FOR BROKEN OR DAMAGED MERCHANDISE PERIOD! And you would not either
Regards,
*** ***
Dell representative, Surendra, is attempting to reach the customer by phone and email; however, has not yet been able to discuss the contents of their correspondenceWe remain available to assist and ask that the customer contact our representative at [email protected]
Today’s Date: 07/17/2015 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 their refund has not been processedAt this time the agent has advised the customer the refund shows as processed on Dell's endFurther, the agent advised to please check with the original form of payments issuing bank for confirmationThe agent has since been unable to reach the customer and the customer has not reached out to the agentWe thank the customer for their time and patience during this processThe customer may also contact the representative at *** should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Thank you for providing a copy of the customer submission. A Dell representative, ***n, has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***@Dell.com
Complaint: ***
I am rejecting this response because: Dell has failed to have any response as to why multiple representatives assured me the item was available and ready to ship not only at the time of the initial order but even week after the order a representative (who was under the impression my wife was putting in a new order) told my wife that the item was in fact available and ready to shipWhen I confronted the representative with the information the screen went blank and the responses came to a screeching haunt as if they knew they were lying to make a saleThis complaint isn't completely about the lengthy wait time for my item to be delivered its more targeted at the fact I was lied to my multiple representatives about the availabilityWhen I'm expecting an item to delivered because a company told me that its available and then it doesn't happen obviously I'm going to be upset but to tell me it's available and than spend hours of my time contacting different departments and different representatives to be told times, that's right different delivery dates in days that's when I start getting irateAs far as alternatives I was offered cameras that I specifically said that I wasn't interested in(DSLR to be exacted) I was looking for an advanced point and shootI spent hr and minutes on the phone with a customer care manager last night and went over roughly cameras as alternatives that dell lists on there websiteAnd of those not a single camera was in stock! Im not really sure why dell is an online retailer when no items are every usually in stockThere arwas 100s and 1000s of complaints just like this so obviously something is not right
Regards
*** ***