Complaint: [redacted] I am rejecting this response because: I wasn't on Dell's website looking for a BIOS updateI was checking for driver updates, the BIOS update was recommended by DELL after receiving my service tag number which clearly indicates to DELL if my computer was out of warranty Knowing that running the BIOS update could cause irreversible damage to the motherboard, DELL should NOT have recommended the BIOS failed especially knowing that the system was out of warrantyAlso DELL failed to provide ADEQUATE WARNING that the BIOS update could potentially damage the motherboard causing irreversible damage I believe DELL is intentionally recommending a faulty software update to force consumers to buy additional servicesI expect DELL to put an immediate end to this malpractice, accept complete responsibility for the damage to my computer and EITHER REPAIR the computer OR PROVIDE INSTRUCTIONS to roll back the BIOS update and restore my laptop to a working conditionTo ask me to spend $for a damage that was caused by DELL is not an acceptable solution Regards, [redacted]
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] - [redacted] . Our representative contacted the customer and offered, per the expired warranty, out of warranty service or a system capture; however, all options were declined. We... regret any dissatisfaction which may have been experienced and appreciate the feedback provided. Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc.
A Dell representative remains available to assist the customer to address these issues. We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.
Dear RevDex.com,Thank you for providing a copy of the customer’s submission. Customer expressed dissatisfaction with Dell service and support and wants a refund. We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided. Dell... does not provide compensation for down time, a product not being available for use, order delays or any other personal applications. Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. For customer satisfaction reasons, Dell records indicate the customer was provided concessions for the bad experience he described. The customer requested additional compensation which has been denied. Our representative offered a new system exchange, or a return for a refund and an exchange was subsequently processed and has been delivered to the customer. We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance they may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: Dell continues to make zero effort to provide alternative solutions or any recompense for this absolute failure to live up to their published commitmentsNot only do they clearly and callously disregard me as a customer, they have no interest in taking responsibility for their violation of Texas consumer protection lawIt's even more intriguing that in this form email, they claim that I will receive "no recompense" of any kind, although their agent months ago promised a gift card as insufficient recompenseThis is either retaliation for a legitimate consumer complaint, a total lack of internal communication, or yet another example of Dell reneging on their commitmentsDell was once a great company, but this is online scam business behavior, and consumers should know to steer far away.I continue to demand $in recompense in addition to a full refund to my original form of payment, and will not accept Dell's bullying in this matter or their continued vague shipment dates Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I received this computer in July, it was unopened and unused prior to my receiving itI have proof of registration on July 17thThey refuse to exchange this computer even though it was just opened less than days ago, but they paid to have a technician come out to install a hard drive that they talked me into buying, when they knew it would not workI have returned the hard drive and they have not initiated my refundThey have lied to me repeatedlyThey had the nerve to offer me a 10% discount to buy something elseWhy would I want to buy anything else from them, when I know they do not stand behind their products, they lie and then try to make me buy more products that are useless from them, especially since they have not refunded my money for the hard drive I returned? They are dishonest and don't care about their customersThe computer they sold me is also uselessThe entire memory/hard drive is taken up by the Windows operating system, rendering the machine uselessThere are tons of complaints up on their Facebook and Yelp pagesThey don't care Regards, [redacted] ***
A Dell representative remains engaged with the customer to address these issues and a service dispatch has been scheduledWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he 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 [redacted] for any further assistance he may need regarding this matter
Complaint: [redacted] I am rejecting this response because:First they said it was for warranties now they are saying that I had a unpaid balance I asked them for a statement they can not provide me with that and they also said that I paid for the laptop but I did not pay for the tabletWell they had a promotion going on buy a computer and get a free tabletSo no I did not pay for the free tablet.What kind of company does not keep records of purchases and payments.I have talked to them several times and asked them what are the charges for and they can not tell me their response is "I don't have that information" Regards, [redacted]
Thank you for providing a copy of the customer submissionDell representative, ***, contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at [redacted] @Dell.com
Dear Revdex.com, This case was routed to Global Escalation Management for resolutionMs [redacted] will be assigned a Dell representative that will be her single point of contact through to resolutionSincerely,Dell Advanced Resolution Team
The Dell representative is continuing to work with the customer regarding their concerns Representative, [redacted] will remain the customer’s point of contact until this matter has been resolved The representative can be reached directly by email at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , dispatched depot service and our records indicate the repairs have been completed and the system returned to Ms [redacted] , however; she has not responded to subsequent contact attemptsWe regret any dissatisfaction Ms [redacted] may have experienced and [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Revdex.com:I have made attempts to contact Dell via email regarding their offer of a refurbished computer either comparable or upgrade from the model that I haveI have asked them if I will receive a warranty and technical support contract with the replacement computerI would be ok with accepting the offer as long as the rest of my warranty and technical support contract transfer with the accidental damage warranty over along with one additional year that I have lost on the lemon computerSince I would be receiving a refurbished computer, I would want to make sure I had a few years of service! I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as I get what I originally purchased in support, accidentally damage and warranty with this refurbished computer Regards, [redacted]
Revdex.com Complaint ID: [redacted] 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, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has confirmed with the customer that the Microsoft Store has resolved his issue Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me To Whom it may concern I will accept the offer from Dell to be reimbursed for the FULL AMOUNT of the cost I paid for the Computer $Thank You [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsIn the interest of customer satisfactions, our representative processed a product return for order# [redacted] Our records show that the credit has been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionOur records indicate that Dell provided a full refund back to the original mode of payment which Dell is legally bound to doThe credit will reflect on the customers’ next billing statementThe customer may contact Dell Financial at ###-###-#### to receive further informationPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a new monitor or a partial refund We regret any miscommunication which may have occurred and appreciate the feedbackDell records indicate the customer was originally sent a new monitor and that a subsequent exchange was for a refurbished monitor Per the terms and conditions of Dell’s Limited Hardware Warranty, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or units, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative, for customer satisfaction reasons, processed a service dispatch to replace the customer’s monitor with a new monitor and, upon follow up, the customer confirmed receipt of the replacement monitor Our representative remains available to assist the customer with the return of the original monitor We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , has dispatched depot service for the replacement system and our records indicate the repairs are in progress [redacted] will remain engaged and may be contacted via email at [redacted] @Dell.comWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: I wasn't on Dell's website looking for a BIOS updateI was checking for driver updates, the BIOS update was recommended by DELL after receiving my service tag number which clearly indicates to DELL if my computer was out of warranty Knowing that running the BIOS update could cause irreversible damage to the motherboard, DELL should NOT have recommended the BIOS failed especially knowing that the system was out of warrantyAlso DELL failed to provide ADEQUATE WARNING that the BIOS update could potentially damage the motherboard causing irreversible damage I believe DELL is intentionally recommending a faulty software update to force consumers to buy additional servicesI expect DELL to put an immediate end to this malpractice, accept complete responsibility for the damage to my computer and EITHER REPAIR the computer OR PROVIDE INSTRUCTIONS to roll back the BIOS update and restore my laptop to a working conditionTo ask me to spend $for a damage that was caused by DELL is not an acceptable solution Regards, [redacted]
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] - [redacted] . Our representative contacted the customer and offered, per the expired warranty, out of warranty service or a system capture; however, all options were declined. We... regret any dissatisfaction which may have been experienced and appreciate the feedback provided. Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc.
A Dell representative remains available to assist the customer to address these issues. We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.
Dear RevDex.com,Thank you for providing a copy of the customer’s submission. Customer expressed dissatisfaction with Dell service and support and wants a refund. We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided. Dell... does not provide compensation for down time, a product not being available for use, order delays or any other personal applications. Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. For customer satisfaction reasons, Dell records indicate the customer was provided concessions for the bad experience he described. The customer requested additional compensation which has been denied. Our representative offered a new system exchange, or a return for a refund and an exchange was subsequently processed and has been delivered to the customer. We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance they may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: Dell continues to make zero effort to provide alternative solutions or any recompense for this absolute failure to live up to their published commitmentsNot only do they clearly and callously disregard me as a customer, they have no interest in taking responsibility for their violation of Texas consumer protection lawIt's even more intriguing that in this form email, they claim that I will receive "no recompense" of any kind, although their agent months ago promised a gift card as insufficient recompenseThis is either retaliation for a legitimate consumer complaint, a total lack of internal communication, or yet another example of Dell reneging on their commitmentsDell was once a great company, but this is online scam business behavior, and consumers should know to steer far away.I continue to demand $in recompense in addition to a full refund to my original form of payment, and will not accept Dell's bullying in this matter or their continued vague shipment dates Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I received this computer in July, it was unopened and unused prior to my receiving itI have proof of registration on July 17thThey refuse to exchange this computer even though it was just opened less than days ago, but they paid to have a technician come out to install a hard drive that they talked me into buying, when they knew it would not workI have returned the hard drive and they have not initiated my refundThey have lied to me repeatedlyThey had the nerve to offer me a 10% discount to buy something elseWhy would I want to buy anything else from them, when I know they do not stand behind their products, they lie and then try to make me buy more products that are useless from them, especially since they have not refunded my money for the hard drive I returned? They are dishonest and don't care about their customersThe computer they sold me is also uselessThe entire memory/hard drive is taken up by the Windows operating system, rendering the machine uselessThere are tons of complaints up on their Facebook and Yelp pagesThey don't care Regards, [redacted] ***
A Dell representative remains engaged with the customer to address these issues and a service dispatch has been scheduledWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he 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 [redacted] for any further assistance he may need regarding this matter
Complaint: [redacted] I am rejecting this response because:First they said it was for warranties now they are saying that I had a unpaid balance I asked them for a statement they can not provide me with that and they also said that I paid for the laptop but I did not pay for the tabletWell they had a promotion going on buy a computer and get a free tabletSo no I did not pay for the free tablet.What kind of company does not keep records of purchases and payments.I have talked to them several times and asked them what are the charges for and they can not tell me their response is "I don't have that information" Regards, [redacted]
Thank you for providing a copy of the customer submissionDell representative, ***, contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at [redacted] @Dell.com
Dear Revdex.com, This case was routed to Global Escalation Management for resolutionMs [redacted] will be assigned a Dell representative that will be her single point of contact through to resolutionSincerely,Dell Advanced Resolution Team
The Dell representative is continuing to work with the customer regarding their concerns Representative, [redacted] will remain the customer’s point of contact until this matter has been resolved The representative can be reached directly by email at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , dispatched depot service and our records indicate the repairs have been completed and the system returned to Ms [redacted] , however; she has not responded to subsequent contact attemptsWe regret any dissatisfaction Ms [redacted] may have experienced and [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Revdex.com:I have made attempts to contact Dell via email regarding their offer of a refurbished computer either comparable or upgrade from the model that I haveI have asked them if I will receive a warranty and technical support contract with the replacement computerI would be ok with accepting the offer as long as the rest of my warranty and technical support contract transfer with the accidental damage warranty over along with one additional year that I have lost on the lemon computerSince I would be receiving a refurbished computer, I would want to make sure I had a few years of service! I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as I get what I originally purchased in support, accidentally damage and warranty with this refurbished computer Regards, [redacted]
Revdex.com Complaint ID: [redacted] 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, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has confirmed with the customer that the Microsoft Store has resolved his issue Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me To Whom it may concern I will accept the offer from Dell to be reimbursed for the FULL AMOUNT of the cost I paid for the Computer $Thank You [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsIn the interest of customer satisfactions, our representative processed a product return for order# [redacted] Our records show that the credit has been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionOur records indicate that Dell provided a full refund back to the original mode of payment which Dell is legally bound to doThe credit will reflect on the customers’ next billing statementThe customer may contact Dell Financial at ###-###-#### to receive further informationPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a new monitor or a partial refund We regret any miscommunication which may have occurred and appreciate the feedbackDell records indicate the customer was originally sent a new monitor and that a subsequent exchange was for a refurbished monitor Per the terms and conditions of Dell’s Limited Hardware Warranty, systems which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or units, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative, for customer satisfaction reasons, processed a service dispatch to replace the customer’s monitor with a new monitor and, upon follow up, the customer confirmed receipt of the replacement monitor Our representative remains available to assist the customer with the return of the original monitor We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , has dispatched depot service for the replacement system and our records indicate the repairs are in progress [redacted] will remain engaged and may be contacted via email at [redacted] @Dell.comWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc