Today’s Date: 04/19/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceAt this time the agent continues to work with the customerWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because it does not address the root of the issue. I have a lemon computer from Dell. I am happy to eve accept a credit for the cost of the computer from Dell and would turn around and re-order another (but different) Dell laptop. This is a machine that is flawed - and again, I have owned Dell computers for many years and have never had this sort of issue or have ever been faced with these sorts of problems. I believe that the delay upon the original order (in April of 2017) is related to the problems I am having with this machine. The offer remains unacceptable and the wasted time of months that has been thrust upon me in dealing with a quality control issue is disheartening and disappointing. I ask for reconsideration before escalation on my end
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 replaced and additional concessions or 50% off a new computer Dell policy would prevent extending warranty
coverage for a customer’s computer beyond five years from the original purchase invoice date, regardless of any system exchanges Dell records indicate the customer’s original purchase was more than ten years ago and he has been provided multiple exchange computers and was able to extend his warranty based on the exchange invoice, although it was not a purchase We regret any miscommunication which may have occurred and appreciate the feedback The customer was provided a refund for the latest warranty extension which extended the warranty beyond ten years from his original purchase Since the date of the submission, a Dell representative contacted the customer and denied his exchange and concession requests Dell will not be offering any concessions regarding this case We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service and ask that he contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***In the past, I have been assured on a couple of occasions by phone that mailings will stopI am hoping this will actually be the case this time.
Regards,
*** ***
Complaint: ***
Complaint: ***I am rejecting this response because: I am the owner the the computersThe computers are brokenI have the reciept for the computersi asked to return or exchange them, Dell refused. One time Dell offered me used computers, in exchange for new working computers, even though I paid for new computers.As the owner, with the receipt, I asked for a refund, credit or exchangeDell offers the owner a refund as described on their website and attachedDell acknowledges I am the owner, but refuses its own policy, and refuses me a refund, credit exchange and customer service.Dell has some problem internally with their customer database, in India and Costa Rica and Philippines and Texas, automating messages to my mailbox and my email addressed to someone else, not me, about the computers I ownDell tried more than times to fix this, as recently as November during this Revdex.com complaint, then on November 7, also during this Revdex.com complaint, I got another message from Dell about my computers, when Dell says I am the owner, but the letter is addressed to someone elseDell employees, with a thick hard to understand accent, told me many times the Dell database was wrong.My identity is one of the many many many mistakes made by Dell during this purchase.The terms of Dell's US Return Policy are very clearly stated on their website, "may be returned within days from the date on the packing slip or invoice for a credit or a refund." ***Dell refused more than times when I asked Dell for a refund, exchange or creditEven though their policy describes "credit" and "Credit Return Authorization" six times on their one page titled "U.SReturn Policy"Dell refused to offer me a creditDell refused to offer me a refundDell refused customer service for the broken computers. *** ***
Dear Revdex.com,This case has been assigned to Global Escalation Management (GEM) for resolutionA Dell representative will contact Mr*** *** and work with him to resolve his issues as reported in the complaintSincerely,Dell Advanced Resolution Team
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer is responsible for making a backup CD for the operating systemThe COA, Certificate of Authorization is embedded on the motherboardWe have included a link with frequently asked questions*** As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com,
Our records indicate the representative *** followed up with the customer and is currently working with the customerThe representative has offered to authorize a new system exchange and will follow up with the customer once shipping information is availablePlease have the customer contact the representative by emailing at *** with any additional questions or concerns
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because:It took Dell two months---TWO MONTHS---to refund our moneyThis is extremely poor customer service, and entirely unacceptableBecause Dell was holding our money for so long, we had difficulty paying our regular billsWe feel that Dell owes us more than just the refund of the computerWe would like some financial compensation for the trouble they caused us, a trouble that began when they sent us a faulty computer
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative, for customer satisfaction reasons, processed a Return Authorization A refund for items returned has since posted to the original form of payment 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
Complaint: ***
I am rejecting this response because:I believe these big box companies should stand behind their products for more than just yrs. Is that all we're supposed to expect for a lifespan of things these days? And who is "Mr***"?
Regards,
*** ***
Complaint: ***
I am rejecting this response because: *** called on ThursdayI emailed him that Monday or Tuesday would be betterI was at a medical center all day MondayI don't count this as me being unreachable, I call this Dell not being flexibleI am sure I will be in touch with *** this weekTwo phone calls doesn't make me hard to reachThat is ridiculous
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Dell says that refund has been processed, However, I have constantly reminded them that I don't see the refunds applied to my account or the gift cards that were due to sent via direct email. Please fix this ASAP, I will be happy to consider this issue as closed
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Thank you *** for all of your help in this matter
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell has finally refunded the Tax for most the orders however not all the orders we sent to *** were refundedRegards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
Dell representative; *** has been in contact with the customer to discuss their concerns. *** has explained to the customer that the Dell Monitor - S2415H they were attempting to purchase from Dell’s website, had been a pricing error, so this is why the order had been canceled. *** has apologized for any disappointment or inconvenience this matter may have caused the customer. Please know Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we have a disclaimer which indicates that Dell reserves the right to deny the processing of any orders arising from pricing or other errors. *** has respectfully informed the customer, that we are sorry, but we are unable to honor the wrong price. We appreciate the customer and the Revdex.com for taking the time to bring this observation to our attention. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
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 does understand the disappointment the customer must have felt opening a gift that was damaged inside but as explained the order was in the customers’ possession for over monthsNo visible damage was seen to the box when delivered or the customer would have contacted Dell immediatelyThe packing slip on the outside of the box also mentions Dells return period and it would be unreasonable to ask any company to allow a return after monthsDell position will remain the same and no further changes will be madeSincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, spoke with Mr*** *** and, per the terms of the sale, respectfully denied his request for a refund or a replacement systemService is
available per the terms and conditions of the Dell Limited Warranty, however; as described per troubleshooting steps, the system is functioning as designedWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because: On August 18th, a technician from " World Wide Tech" came to my home to trouble shoot the problem that I 'm having with my computer (Dell ) after trouble shooting my computer for 1/hours he replaced the mother board the computer is back to normal.. But for how long this computer's mother board has been replaced times in three monthsIf it fails one more time I will package up the computer and send it back to Dell I DEMAND A REFUND I WILL NOT PAY FOR THIS CRAP. Dell is using refurbished parts that crap out in a few weeksDell should be sued for millionsI have lost valuable time and money because of DellI DEMAND A REFUNDI will test the computer out for days, if it fails again I'm sending it back to DellI WILL NOT PAY FOR THIS CRAPI DEMAND A REFUND AND A APOLOGY From DELL I will also warned the world about their scam warranty policy, and garbage product that they are selling to the publicthey don't want to honor the warranty contractTheir employees in India refuse to play by the rules
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I was very impressed that I was contacted by Dell within hours of having made the complaintIt took about weeks to get the complete refund which was longer than I would have liked but the Dell rep kept me updated throughout the process
Regards,
*** ***
Today’s Date: 04/19/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceAt this time the agent continues to work with the customerWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because it does not address the root of the issue. I have a lemon computer from Dell. I am happy to eve accept a credit for the cost of the computer from Dell and would turn around and re-order another (but different) Dell laptop. This is a machine that is flawed - and again, I have owned Dell computers for many years and have never had this sort of issue or have ever been faced with these sorts of problems. I believe that the delay upon the original order (in April of 2017) is related to the problems I am having with this machine. The offer remains unacceptable and the wasted time of months that has been thrust upon me in dealing with a quality control issue is disheartening and disappointing. I ask for reconsideration before escalation on my end
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 replaced and additional concessions or 50% off a new computer Dell policy would prevent extending warranty
coverage for a customer’s computer beyond five years from the original purchase invoice date, regardless of any system exchanges Dell records indicate the customer’s original purchase was more than ten years ago and he has been provided multiple exchange computers and was able to extend his warranty based on the exchange invoice, although it was not a purchase We regret any miscommunication which may have occurred and appreciate the feedback The customer was provided a refund for the latest warranty extension which extended the warranty beyond ten years from his original purchase Since the date of the submission, a Dell representative contacted the customer and denied his exchange and concession requests Dell will not be offering any concessions regarding this case We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service and ask that he contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***In the past, I have been assured on a couple of occasions by phone that mailings will stopI am hoping this will actually be the case this time.
Regards,
*** ***
Complaint: ***
Complaint: ***I am rejecting this response because: I am the owner the the computersThe computers are brokenI have the reciept for the computersi asked to return or exchange them, Dell refused. One time Dell offered me used computers, in exchange for new working computers, even though I paid for new computers.As the owner, with the receipt, I asked for a refund, credit or exchangeDell offers the owner a refund as described on their website and attachedDell acknowledges I am the owner, but refuses its own policy, and refuses me a refund, credit exchange and customer service.Dell has some problem internally with their customer database, in India and Costa Rica and Philippines and Texas, automating messages to my mailbox and my email addressed to someone else, not me, about the computers I ownDell tried more than times to fix this, as recently as November during this Revdex.com complaint, then on November 7, also during this Revdex.com complaint, I got another message from Dell about my computers, when Dell says I am the owner, but the letter is addressed to someone elseDell employees, with a thick hard to understand accent, told me many times the Dell database was wrong.My identity is one of the many many many mistakes made by Dell during this purchase.The terms of Dell's US Return Policy are very clearly stated on their website, "may be returned within days from the date on the packing slip or invoice for a credit or a refund." ***Dell refused more than times when I asked Dell for a refund, exchange or creditEven though their policy describes "credit" and "Credit Return Authorization" six times on their one page titled "U.SReturn Policy"Dell refused to offer me a creditDell refused to offer me a refundDell refused customer service for the broken computers. *** ***
Dear Revdex.com,This case has been assigned to Global Escalation Management (GEM) for resolutionA Dell representative will contact Mr*** *** and work with him to resolve his issues as reported in the complaintSincerely,Dell Advanced Resolution Team
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer is responsible for making a backup CD for the operating systemThe COA, Certificate of Authorization is embedded on the motherboardWe have included a link with frequently asked questions*** As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com,
Our records indicate the representative *** followed up with the customer and is currently working with the customerThe representative has offered to authorize a new system exchange and will follow up with the customer once shipping information is availablePlease have the customer contact the representative by emailing at *** with any additional questions or concerns
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because:It took Dell two months---TWO MONTHS---to refund our moneyThis is extremely poor customer service, and entirely unacceptableBecause Dell was holding our money for so long, we had difficulty paying our regular billsWe feel that Dell owes us more than just the refund of the computerWe would like some financial compensation for the trouble they caused us, a trouble that began when they sent us a faulty computer
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative, for customer satisfaction reasons, processed a Return Authorization A refund for items returned has since posted to the original form of payment 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
Complaint: ***
I am rejecting this response because:I believe these big box companies should stand behind their products for more than just yrs. Is that all we're supposed to expect for a lifespan of things these days? And who is "Mr***"?
Regards,
*** ***
Complaint: ***
I am rejecting this response because: *** called on ThursdayI emailed him that Monday or Tuesday would be betterI was at a medical center all day MondayI don't count this as me being unreachable, I call this Dell not being flexibleI am sure I will be in touch with *** this weekTwo phone calls doesn't make me hard to reachThat is ridiculous
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Dell says that refund has been processed, However, I have constantly reminded them that I don't see the refunds applied to my account or the gift cards that were due to sent via direct email. Please fix this ASAP, I will be happy to consider this issue as closed
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Thank you *** for all of your help in this matter
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell has finally refunded the Tax for most the orders however not all the orders we sent to *** were refundedRegards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
Dell representative; *** has been in contact with the customer to discuss their concerns. *** has explained to the customer that the Dell Monitor - S2415H they were attempting to purchase from Dell’s website, had been a pricing error, so this is why the order had been canceled. *** has apologized for any disappointment or inconvenience this matter may have caused the customer. Please know Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we have a disclaimer which indicates that Dell reserves the right to deny the processing of any orders arising from pricing or other errors. *** has respectfully informed the customer, that we are sorry, but we are unable to honor the wrong price. We appreciate the customer and the Revdex.com for taking the time to bring this observation to our attention. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
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 does understand the disappointment the customer must have felt opening a gift that was damaged inside but as explained the order was in the customers’ possession for over monthsNo visible damage was seen to the box when delivered or the customer would have contacted Dell immediatelyThe packing slip on the outside of the box also mentions Dells return period and it would be unreasonable to ask any company to allow a return after monthsDell position will remain the same and no further changes will be madeSincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, spoke with Mr*** *** and, per the terms of the sale, respectfully denied his request for a refund or a replacement systemService is
available per the terms and conditions of the Dell Limited Warranty, however; as described per troubleshooting steps, the system is functioning as designedWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because: On August 18th, a technician from " World Wide Tech" came to my home to trouble shoot the problem that I 'm having with my computer (Dell ) after trouble shooting my computer for 1/hours he replaced the mother board the computer is back to normal.. But for how long this computer's mother board has been replaced times in three monthsIf it fails one more time I will package up the computer and send it back to Dell I DEMAND A REFUND I WILL NOT PAY FOR THIS CRAP. Dell is using refurbished parts that crap out in a few weeksDell should be sued for millionsI have lost valuable time and money because of DellI DEMAND A REFUNDI will test the computer out for days, if it fails again I'm sending it back to DellI WILL NOT PAY FOR THIS CRAPI DEMAND A REFUND AND A APOLOGY From DELL I will also warned the world about their scam warranty policy, and garbage product that they are selling to the publicthey don't want to honor the warranty contractTheir employees in India refuse to play by the rules
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I was very impressed that I was contacted by Dell within hours of having made the complaintIt took about weeks to get the complete refund which was longer than I would have liked but the Dell rep kept me updated throughout the process
Regards,
*** ***