Complaint: ***
I am rejecting this response because: I realize if will take a billing cycle for a refund credit to appear on my monthly statementCharges and credits are posted to my charge account daily as they are submittedI am checking my charge card account every day to see if Dell has issued a refundA refund from Dell has not been posted to my account despite my daily calls to Dell requesting a refund and their assurance that this will happen quickly I shipped the item back to Dell on January 28, today is March and I have not received a refund It is unreasonable and unprofessional to expect customers to wait over a month for a refund, and insulting to promise a refund in hours or three day and not deliver the refund as promised I am now concerned that Dell may be experiencing financial problems and can not deliver the refund as promisedThis is by far the worst experience I have ever had with a simple refundThe representative *** has not been helpful at all! He provided absolutely no useful information and did not issue my refund as promised He asked me to stop calling, I asked him to deliver the refund he promised *** provide extremely poor customer service, the worst of all the people I've talked to at DellHe just wanted me off the phone so he hung up, the worst customer service I've ever experiencedDell should be embarrassedExtremely poor business practice.
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 authorized a system exchange to resolve the technical problems the customer had been having with his computer. The replacement system has been received by the customer and he has been sent a pre-paid return shipping label so he may return the defective system to Dell at our expense. We certainly do apologize for any frustrations this matter may have caused Mr***. 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
Complaint: ***
I am rejecting this response because: Dell once again is hiding behind legal terms that are associated with all sales and purchasesDell will not honor a completed order that has an order confirmation numberI contacted Dell and was told two separate times that there was a website issue and my order along with other orders placed during the sale would need to be manually processedI assume this was never completed because my order never shippedThen Dell would not reorder my completed order but wants to sell me the same exact computer for regular price. Dell has thousands of complaints on social media. The home side has no customer service skills. Maybe this behavior is ok in another country but in the USA customers want fair business practices and to be treated with respectThese call centers offer no compassion towards customersThey also have skewed logic when it comes to offering customer service. *** and his manager told me to "stop complaining" because "Dell will not help me" and "all roads will lead back to ***" and *** "will not do anything to help me."
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in 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 spoken to the customer about his concerns. The customer had attempted to purchase a limited system configuration from our online Dell Outlet. This site is where we sell our reconditioned equipment and even a few that are actually new but had been returned to Dell unopened. This site is very popular with our customers and it is not uncommon for the equipment to sell quite quickly. *** apologized to the customer for missing out on the sale, but confirmed the customer has received the $coupon funds back to his card. *** has respectfully denied the customer’s request for some type of compensation. The website has a disclaimer that indicates to our customers the quantity is limited and once sold, there’s no further stock available. We realize this can be disappointing for some of our customers so for this we do apologize. We encourage Mr*** to give the site another try and we thank him for choosing Dell. The customer has ***’s contact information should they need further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
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
Regards,
*** ***-***
Complaint: ***
I am rejecting this response because: they have already repaired the problem onceIt has not even been a year since that repair and it is still not working againDell offered to repair at a discount, that tells you they know there is a problemYou should not have to keep getting a problem repaired on a an item you are still paying for
Regards,
*** *** ***
Dear Revdex.com, Dell have not provided name nor email of the representive.Anyway, their offers are not acceptable.I have contacted my local court to initiate legal procedures towards Dell Canada.Best regards,*** ***
Wednesday, December 28, Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, dispatched an exchange for Mr*** and our records indicate it has been deliveredWe 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 GroupIncident ID: ***Dell, Inc
Complaint: ***
I am rejecting this response because:Apparently there was justificationAs I stated when I requested the replacement, I had this happen beforeAnd informed Dell that it was just a matter of time before it would need to get fixed.Dell didn't tell me, at the time I requested a replacement, that the issue wasn't covered, while it represented to me that they would take care of it.Because I've done a lot of business with Dell, and have been a customer for probably over a decade, I'd think that it would fix my laptop since, (a) It issues that need to be address twice, plus the current issue of not being able to close my laptop, or take it anywhere with me, and (b) being a long time customer, it seems Dell would want to keep me happy.Whether Dell repairs it without charge, or not, I'm still going to be greatly inconvenienced because I'll have to be without my laptop that I use very frequently
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** A resolution was provide but not what I requested I accepted it as is.
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order 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 discuss her concerns Our representative apologized for the bad experience and contacted Dell Financial Services on the customer’s behalf to verify that the customer will receive a 10% Gift Card when using the Dell Preferred Account for Dell Advantage Rewards 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:
I offered times and offered to call the representative from workI work full time and these "attempts" are sporadic at various times between 10a-6pm and there is no response via email or written communication except "we are trying to reach you". I also explained to t his agent that I do not have a direct line at work and my cell phone service is not effective during work days in my clinic but they refused to elaborate by emailIn addition, since I have had a dell computer I have received multiple fraud calls from people claiming to be dell service members and therefore I am hesitant to give anyone access to my computer based on a phone call originating with them This is typical of my experience with themAttaching a log of all the emails confirming contacts I have made with them when I first got the computer as well as the receipt of my purchase of this basically ineffective computer. In addition I am attaching a screenshot of the email I sent this Dell rep on 5/3/with no acknowledgement other than they are still trying to reach me by phone during the hours I said I was not availableThank you so much*** ***
Complaint: ***
I am rejecting this response because:The representative *** did not once ever confirm anything about my video cardHe has only contacted me over email, and has never done anything that would even remotely resemble diagnosing my computerI specifically described the cause of my issue, and requested a part replacement to solve the problemI was ignored repeatedly and denied any assistance whatsoeverOnce again I have email records of this. My warranty expired because of poor and slow service on Dell's part, and because of that they are claiming that I cannot return the computer to resolve the situationThe video card does not function properly, and has not functioned properly ever since I purchased it, and since Dell does not choose to professionally deal with this situation with a recall, then I at least deserve to have my faulty computer returnedI have email proof that this issue has occurred ever since I purchased it over a year ago, and I've been trying to solve this problem ever sinceI have done everything in my power to fix the situation, and since Dell has been too stubborn to acknowledge any of my solutions, I resorted to offering a return to settle the problem I offer to either ship it myself back to the company, or to return it to the business I'd originally purchased it atThere is absolutely no valid reason why I cannot have my refund.I have sent another message to the representative *** as requested.
Regards,
*** ***
Today’s Date: 12/14/2015 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
correspondenceAt this time the agent continues to work with the customerThe customer states continued technical concernsAt this time the agent has confirmed with the customer the matter has been resolvedThe customers feedback has also been recordedDell regrets any inconvenience causedWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns. 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 is satisfactory to me
Can you update this complaint to indicate that I have received the refund and am satisfied with the resolution?
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
- I received another computer, not the one I sent- The computer I received is a refurbished computer whose screen was replaced with a different modelThat proves that the original model was defective and Dell has to make a recall.- The computer screen is larger than the rest of the case creating a sharp edgeWhen opening the lid, this sharp edge may puncture the skin.- Per Texas' Business and Commerce code, I'm entitled to receive not only a refund but also compensation for this
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer opted not to accept the discount offered for the out of warranty repairBecause there is no information showing the customer contacted prior to the warranty expiring Dell position remains unchangedAdvanced 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 submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceThe representative *** authorized a new system exchange be processed and confirmed receiptA return label has been provided for the old system to be shipped backThe customer also requested momentary compensation which the representative respectfully deniedPlease 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
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 and conditions of sale, and return policy
***
***Please note that Ms*** was referred to Extended Services at ###-###-#### for Camera support where a gift card of equal value was processedHer request for replacement, return, or additional compensation was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. Our 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: I realize if will take a billing cycle for a refund credit to appear on my monthly statementCharges and credits are posted to my charge account daily as they are submittedI am checking my charge card account every day to see if Dell has issued a refundA refund from Dell has not been posted to my account despite my daily calls to Dell requesting a refund and their assurance that this will happen quickly I shipped the item back to Dell on January 28, today is March and I have not received a refund It is unreasonable and unprofessional to expect customers to wait over a month for a refund, and insulting to promise a refund in hours or three day and not deliver the refund as promised I am now concerned that Dell may be experiencing financial problems and can not deliver the refund as promisedThis is by far the worst experience I have ever had with a simple refundThe representative *** has not been helpful at all! He provided absolutely no useful information and did not issue my refund as promised He asked me to stop calling, I asked him to deliver the refund he promised *** provide extremely poor customer service, the worst of all the people I've talked to at DellHe just wanted me off the phone so he hung up, the worst customer service I've ever experiencedDell should be embarrassedExtremely poor business practice.
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 authorized a system exchange to resolve the technical problems the customer had been having with his computer. The replacement system has been received by the customer and he has been sent a pre-paid return shipping label so he may return the defective system to Dell at our expense. We certainly do apologize for any frustrations this matter may have caused Mr***. 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
Complaint: ***
I am rejecting this response because: Dell once again is hiding behind legal terms that are associated with all sales and purchasesDell will not honor a completed order that has an order confirmation numberI contacted Dell and was told two separate times that there was a website issue and my order along with other orders placed during the sale would need to be manually processedI assume this was never completed because my order never shippedThen Dell would not reorder my completed order but wants to sell me the same exact computer for regular price. Dell has thousands of complaints on social media. The home side has no customer service skills. Maybe this behavior is ok in another country but in the USA customers want fair business practices and to be treated with respectThese call centers offer no compassion towards customersThey also have skewed logic when it comes to offering customer service. *** and his manager told me to "stop complaining" because "Dell will not help me" and "all roads will lead back to ***" and *** "will not do anything to help me."
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in 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 spoken to the customer about his concerns. The customer had attempted to purchase a limited system configuration from our online Dell Outlet. This site is where we sell our reconditioned equipment and even a few that are actually new but had been returned to Dell unopened. This site is very popular with our customers and it is not uncommon for the equipment to sell quite quickly. *** apologized to the customer for missing out on the sale, but confirmed the customer has received the $coupon funds back to his card. *** has respectfully denied the customer’s request for some type of compensation. The website has a disclaimer that indicates to our customers the quantity is limited and once sold, there’s no further stock available. We realize this can be disappointing for some of our customers so for this we do apologize. We encourage Mr*** to give the site another try and we thank him for choosing Dell. The customer has ***’s contact information should they need further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
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
Regards,
*** ***-***
Complaint: ***
I am rejecting this response because: they have already repaired the problem onceIt has not even been a year since that repair and it is still not working againDell offered to repair at a discount, that tells you they know there is a problemYou should not have to keep getting a problem repaired on a an item you are still paying for
Regards,
*** *** ***
Dear Revdex.com, Dell have not provided name nor email of the representive.Anyway, their offers are not acceptable.I have contacted my local court to initiate legal procedures towards Dell Canada.Best regards,*** ***
Wednesday, December 28, Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, dispatched an exchange for Mr*** and our records indicate it has been deliveredWe 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 GroupIncident ID: ***Dell, Inc
Complaint: ***
I am rejecting this response because:Apparently there was justificationAs I stated when I requested the replacement, I had this happen beforeAnd informed Dell that it was just a matter of time before it would need to get fixed.Dell didn't tell me, at the time I requested a replacement, that the issue wasn't covered, while it represented to me that they would take care of it.Because I've done a lot of business with Dell, and have been a customer for probably over a decade, I'd think that it would fix my laptop since, (a) It issues that need to be address twice, plus the current issue of not being able to close my laptop, or take it anywhere with me, and (b) being a long time customer, it seems Dell would want to keep me happy.Whether Dell repairs it without charge, or not, I'm still going to be greatly inconvenienced because I'll have to be without my laptop that I use very frequently
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** A resolution was provide but not what I requested I accepted it as is.
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order 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 discuss her concerns Our representative apologized for the bad experience and contacted Dell Financial Services on the customer’s behalf to verify that the customer will receive a 10% Gift Card when using the Dell Preferred Account for Dell Advantage Rewards 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:
I offered times and offered to call the representative from workI work full time and these "attempts" are sporadic at various times between 10a-6pm and there is no response via email or written communication except "we are trying to reach you". I also explained to t his agent that I do not have a direct line at work and my cell phone service is not effective during work days in my clinic but they refused to elaborate by emailIn addition, since I have had a dell computer I have received multiple fraud calls from people claiming to be dell service members and therefore I am hesitant to give anyone access to my computer based on a phone call originating with them This is typical of my experience with themAttaching a log of all the emails confirming contacts I have made with them when I first got the computer as well as the receipt of my purchase of this basically ineffective computer. In addition I am attaching a screenshot of the email I sent this Dell rep on 5/3/with no acknowledgement other than they are still trying to reach me by phone during the hours I said I was not availableThank you so much*** ***
Complaint: ***
I am rejecting this response because:The representative *** did not once ever confirm anything about my video cardHe has only contacted me over email, and has never done anything that would even remotely resemble diagnosing my computerI specifically described the cause of my issue, and requested a part replacement to solve the problemI was ignored repeatedly and denied any assistance whatsoeverOnce again I have email records of this. My warranty expired because of poor and slow service on Dell's part, and because of that they are claiming that I cannot return the computer to resolve the situationThe video card does not function properly, and has not functioned properly ever since I purchased it, and since Dell does not choose to professionally deal with this situation with a recall, then I at least deserve to have my faulty computer returnedI have email proof that this issue has occurred ever since I purchased it over a year ago, and I've been trying to solve this problem ever sinceI have done everything in my power to fix the situation, and since Dell has been too stubborn to acknowledge any of my solutions, I resorted to offering a return to settle the problem I offer to either ship it myself back to the company, or to return it to the business I'd originally purchased it atThere is absolutely no valid reason why I cannot have my refund.I have sent another message to the representative *** as requested.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:When the laptop is fixed and working properly I will accept the resolution
Regards,
*** ***
Today’s Date: 12/14/2015 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
correspondenceAt this time the agent continues to work with the customerThe customer states continued technical concernsAt this time the agent has confirmed with the customer the matter has been resolvedThe customers feedback has also been recordedDell regrets any inconvenience causedWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns. 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 is satisfactory to me
Can you update this complaint to indicate that I have received the refund and am satisfied with the resolution?
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
- I received another computer, not the one I sent- The computer I received is a refurbished computer whose screen was replaced with a different modelThat proves that the original model was defective and Dell has to make a recall.- The computer screen is larger than the rest of the case creating a sharp edgeWhen opening the lid, this sharp edge may puncture the skin.- Per Texas' Business and Commerce code, I'm entitled to receive not only a refund but also compensation for this
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer opted not to accept the discount offered for the out of warranty repairBecause there is no information showing the customer contacted prior to the warranty expiring Dell position remains unchangedAdvanced 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 submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceThe representative *** authorized a new system exchange be processed and confirmed receiptA return label has been provided for the old system to be shipped backThe customer also requested momentary compensation which the representative respectfully deniedPlease 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
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 and conditions of sale, and return policy
***
***Please note that Ms*** was referred to Extended Services at ###-###-#### for Camera support where a gift card of equal value was processedHer request for replacement, return, or additional compensation was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. Our 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