Complaint: ***
I am rejecting this response because: Again, I am going to stick to the factsPrior to my purchase there were no questions for me to ask the Dell financial departmentThe advertisement clearly states that all new Alienware computers qualified for the promotion financingThe ad for the promotional financing explicitly says that all new Alienware computersSomething that clearly stated doesn't warrant questioning from the customer. When it comes to the Dell Outlet, it is illegal for a company to list a product as new, when they themselves do not consider it to be newDell has clearly intended to mislead the customer by calling something they know to be used, NewThe fact that they have a hidden webpage that explains that New doesn't really mean an item is new, is very misleadingNo customer would ever come across that page unless they did an extensive search and had a reason to do so. The following is my opinion; In all honestly, I don't really see how Dell can defend themselves for thisI am a moderately intelligent person and I was tricked by Dell into believing I bought something that was New and it was used, so I can only imagine how many other people this happens tooThere are numerous reports of Dell doing this online alreadyIf listing used products as new is legal, could you please explain that to me? I feel that a business has a responsibility to be honest and accurateDell is feeling more like a used car dealership that misleads their customersBut most vile of all, the cherry on top of this turd of a sundae that Dell has whipped up, they are more than happy to offer their own in house financingSo now not only does Dell get to get rid of their used products for more than they are worth, they get to make interest off you while they do it. I realize this this is a legal document and I should respond in a more professional matter, it's just every time I open a response from Dell in regards to this it is the same thingThey refuse to acknowledge what they are doing and then insist they are in the rightI honestly feel that a jury of my peers would be able to not only relate to my situation but also agree that Dell is intentionally defrauding customers. If possible, I would appreciate an email or phone call from the Revdex.com to discuss this further.
Regards,
*** ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, *** has recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has replaced the customer’s computer. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because: The Representative from Dell does not have a record of the phone conversation prior to December but my daughter did call at the end of October and again at the beginning of November Perhaps there is no record because when she called, Dell was not able to locate any information on the laptop she purchased (from Dell!) and that is why somebody was supposed to call her back and never did The same thing happened to me when I called in December, they could not locate this laptop until finally after phone calls and several hours on the phone, they found it The Representative from Dell is basically calling my daughter and myself a "liar" and went as far as to say that I am "escalating" what happened to us and he asked if it was possible that my daughter "called another computer company by mistake" ?? very insulting! Why would I take his "gesture of goodwill" (his words) offer of $to send the laptop back when I already paid $for the warranty and the laptop was under warranty when we called Dell needs to honor their warranty The Representative refuses to take any responsibility for the negligence of their Customer Service Department How can Dell not locate a laptop that was sold to us directly from Dell? We provided them with more then enough information to do this We called in total four times and spoke to many people at Dell The Representative was condescending and obviously did not take the time to look at the notes from my calls to Dell, he even suggested that I turn the laptop on to find him the numbers he needed when this was the reason for sending it back to begin with...It does not turn on! Is it any surprise that Dell cannot locate records of a phone call prior to December when they cannot even locate the laptop?
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThis is to confirm that I received a replacement computer from Dell, that it appears to be working well, and that, from my perspective, the complaint referenced in the subject line has been resolvedMy thanks to you and your colleagues for your timely and effective assistance in resolving this complaint.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Can you please send me in writing the warranty we now have after the repair? I was told that once it was repaired, and it did work, that I would have no warranty even if it stopped working after one dayI was told there would be no warranty but your email to Revdex.com refers to a warranty so please send this to me. ALso, I will be away from email Jan 5-
Regards,
*** ***
Thank you for providing a copy of the customer’s submission. Dell representative, *** has been assigned to this case and has initiated contact with the customer by phone and email; in their attempt to work with the customer and bring this matter to a reasonable resolution. We ask
that the customer continues to work with ***, who can be reached directly by email at ***
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
Although as of yet, the replacement has not arrived, it is a refurbished replacement but has several upgrades
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 meIt should have never gotten this far, but the resolution was what I was seeking, no more, no less
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAfter further review, our representative processed a product return for order# ***
Our records show that that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur 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
Today’s Date: 03/23/2016 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 correspondenceThe
customer states continued technical concerns with their Dell unitAt this time the agent has issued service repairs on the systemThe customer has advised the agent he is now satisfied with the serviceDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any additional questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I bought a computer from Dell in January within the year warranty in August six months after purchase it became inoperable at the touchpad It is in no way my responsibility that it took them four months to service the computer and deny my request The Service Tag dated September within the warranty period is attached If my computer fails within warranty where is it in writing that I have to accept a used unit? Within warranty means the item is repaired or replaced with a new unit You don't buy a new car and it doesn't work so they hand you a used car with 20,miles That is not acceptable I am willing and happy to accept a refund and Dell has refused that option and I have that in writing I have offered to accept a new unit with a different model number to resolve the matter matching that price point and they say I have to take a used computer Under no circumstances, should a customer pay for a new unit and be told after it doesn't work in six months they have to accept someone else's piece of junk that they had to have returned It is of significance, that the first replacement they sent me was refurbished and I have six videos representing it was a piece of junk that didn't work, with multiple issues This is a huge part of why I am unwilling to accept refurbished When you buy refurbished in the store you pay a percentage of the new price, so if they want me to accept refurbished they will need to return 30% of the original purchase price as it's used...I PAID FOR NEW WHAT YOU SENT ME DIDN'T WORK
Regards,
*** ***
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at *** for any further assistance they may need regarding this matter
Dell representative, ***, has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact the representative at *** for any further assistance he may need regarding this matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution not satisfactory to meI have been sending emails to Mr*** and called him left him VM but no response from him
Regards,
*** ***
Revdex.com:The computer was repaired and returned, but upon powering it up, it went to a Bit Locker Recovery page and there was not any enclosed information on how to get past this page. Apparently the Dell repair enabled Bit Locker and failed to inform me on what action I needed to do to get past this screen. I have sent *** an email on this matter I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me at this time
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 dissatisfaction the customer may have experienced and appreciate the feedback
provided Dell sells many third party products including software, however this purchase would not include free technical support and any software purchased apart from a computer order would be supported by the manufacturer Since the date of the submission, a Dell representative contacted the customer to discuss their concerns Our representative verified with the customer that a refund has already been processed 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
Dear Revdex.com,
Dell representative, ***, has attempted numerous times to reach the customer by phone and email to assist the customer furtherWe remain available to assist the customerPlease have the customer contact the representative by email at
***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because the item in question was actually NEWI sent *** documents proving the validity of my claimI've attached a screen shot as proofThese untenable excuses for denying my claim are unjustified
Regards,
*** Sanchez
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants his Dell docking station purchased from a third party replaced We regret any dissatisfaction he may have experienced and
appreciate the feedback provided Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns Our representative updated the ownership and invoice date for the purchase and, for customer satisfaction reasons, processed an exchange to replace the docking station with a new Dell docking station The order has since been delivered to Mr*** Our representative provided their contact information and will remain available to assist should Mr*** need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because: Again, I am going to stick to the factsPrior to my purchase there were no questions for me to ask the Dell financial departmentThe advertisement clearly states that all new Alienware computers qualified for the promotion financingThe ad for the promotional financing explicitly says that all new Alienware computersSomething that clearly stated doesn't warrant questioning from the customer. When it comes to the Dell Outlet, it is illegal for a company to list a product as new, when they themselves do not consider it to be newDell has clearly intended to mislead the customer by calling something they know to be used, NewThe fact that they have a hidden webpage that explains that New doesn't really mean an item is new, is very misleadingNo customer would ever come across that page unless they did an extensive search and had a reason to do so. The following is my opinion; In all honestly, I don't really see how Dell can defend themselves for thisI am a moderately intelligent person and I was tricked by Dell into believing I bought something that was New and it was used, so I can only imagine how many other people this happens tooThere are numerous reports of Dell doing this online alreadyIf listing used products as new is legal, could you please explain that to me? I feel that a business has a responsibility to be honest and accurateDell is feeling more like a used car dealership that misleads their customersBut most vile of all, the cherry on top of this turd of a sundae that Dell has whipped up, they are more than happy to offer their own in house financingSo now not only does Dell get to get rid of their used products for more than they are worth, they get to make interest off you while they do it. I realize this this is a legal document and I should respond in a more professional matter, it's just every time I open a response from Dell in regards to this it is the same thingThey refuse to acknowledge what they are doing and then insist they are in the rightI honestly feel that a jury of my peers would be able to not only relate to my situation but also agree that Dell is intentionally defrauding customers. If possible, I would appreciate an email or phone call from the Revdex.com to discuss this further.
Regards,
*** ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, *** has recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has replaced the customer’s computer. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because: The Representative from Dell does not have a record of the phone conversation prior to December but my daughter did call at the end of October and again at the beginning of November Perhaps there is no record because when she called, Dell was not able to locate any information on the laptop she purchased (from Dell!) and that is why somebody was supposed to call her back and never did The same thing happened to me when I called in December, they could not locate this laptop until finally after phone calls and several hours on the phone, they found it The Representative from Dell is basically calling my daughter and myself a "liar" and went as far as to say that I am "escalating" what happened to us and he asked if it was possible that my daughter "called another computer company by mistake" ?? very insulting! Why would I take his "gesture of goodwill" (his words) offer of $to send the laptop back when I already paid $for the warranty and the laptop was under warranty when we called Dell needs to honor their warranty The Representative refuses to take any responsibility for the negligence of their Customer Service Department How can Dell not locate a laptop that was sold to us directly from Dell? We provided them with more then enough information to do this We called in total four times and spoke to many people at Dell The Representative was condescending and obviously did not take the time to look at the notes from my calls to Dell, he even suggested that I turn the laptop on to find him the numbers he needed when this was the reason for sending it back to begin with...It does not turn on! Is it any surprise that Dell cannot locate records of a phone call prior to December when they cannot even locate the laptop?
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThis is to confirm that I received a replacement computer from Dell, that it appears to be working well, and that, from my perspective, the complaint referenced in the subject line has been resolvedMy thanks to you and your colleagues for your timely and effective assistance in resolving this complaint.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Can you please send me in writing the warranty we now have after the repair? I was told that once it was repaired, and it did work, that I would have no warranty even if it stopped working after one dayI was told there would be no warranty but your email to Revdex.com refers to a warranty so please send this to me. ALso, I will be away from email Jan 5-
Regards,
*** ***
Thank you for providing a copy of the customer’s submission. Dell representative, *** has been assigned to this case and has initiated contact with the customer by phone and email; in their attempt to work with the customer and bring this matter to a reasonable resolution. We ask
that the customer continues to work with ***, who can be reached directly by email at ***
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
Although as of yet, the replacement has not arrived, it is a refurbished replacement but has several upgrades
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 meIt should have never gotten this far, but the resolution was what I was seeking, no more, no less
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAfter further review, our representative processed a product return for order# ***
Our records show that that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur 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
Today’s Date: 03/23/2016 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 correspondenceThe
customer states continued technical concerns with their Dell unitAt this time the agent has issued service repairs on the systemThe customer has advised the agent he is now satisfied with the serviceDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any additional questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I bought a computer from Dell in January within the year warranty in August six months after purchase it became inoperable at the touchpad It is in no way my responsibility that it took them four months to service the computer and deny my request The Service Tag dated September within the warranty period is attached If my computer fails within warranty where is it in writing that I have to accept a used unit? Within warranty means the item is repaired or replaced with a new unit You don't buy a new car and it doesn't work so they hand you a used car with 20,miles That is not acceptable I am willing and happy to accept a refund and Dell has refused that option and I have that in writing I have offered to accept a new unit with a different model number to resolve the matter matching that price point and they say I have to take a used computer Under no circumstances, should a customer pay for a new unit and be told after it doesn't work in six months they have to accept someone else's piece of junk that they had to have returned It is of significance, that the first replacement they sent me was refurbished and I have six videos representing it was a piece of junk that didn't work, with multiple issues This is a huge part of why I am unwilling to accept refurbished When you buy refurbished in the store you pay a percentage of the new price, so if they want me to accept refurbished they will need to return 30% of the original purchase price as it's used...I PAID FOR NEW WHAT YOU SENT ME DIDN'T WORK
Regards,
*** ***
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at *** for any further assistance they may need regarding this matter
Dell representative, ***, has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact the representative at *** for any further assistance he may need regarding this matter
A Dell representative has contacted *** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution not satisfactory to meI have been sending emails to Mr*** and called him left him VM but no response from him
Regards,
*** ***
Revdex.com:The computer was repaired and returned, but upon powering it up, it went to a Bit Locker Recovery page and there was not any enclosed information on how to get past this page. Apparently the Dell repair enabled Bit Locker and failed to inform me on what action I needed to do to get past this screen. I have sent *** an email on this matter I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me at this time
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 dissatisfaction the customer may have experienced and appreciate the feedback
provided Dell sells many third party products including software, however this purchase would not include free technical support and any software purchased apart from a computer order would be supported by the manufacturer Since the date of the submission, a Dell representative contacted the customer to discuss their concerns Our representative verified with the customer that a refund has already been processed 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
Dear Revdex.com,
Dell representative, ***, has attempted numerous times to reach the customer by phone and email to assist the customer furtherWe remain available to assist the customerPlease have the customer contact the representative by email at
***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because the item in question was actually NEWI sent *** documents proving the validity of my claimI've attached a screen shot as proofThese untenable excuses for denying my claim are unjustified
Regards,
*** Sanchez
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants his Dell docking station purchased from a third party replaced We regret any dissatisfaction he may have experienced and
appreciate the feedback provided Since the date of the submission, a Dell representative contacted Mr*** to discuss his concerns Our representative updated the ownership and invoice date for the purchase and, for customer satisfaction reasons, processed an exchange to replace the docking station with a new Dell docking station The order has since been delivered to Mr*** Our representative provided their contact information and will remain available to assist should Mr*** need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell