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, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in assisting the customer with the service call in order to have the Liquid Crystal Display (LCD) replaced on the computer [redacted] had explained to the customer the necessary parts for the repair had been on back-order so this is why the process had been delayed The repair has since been completed and [redacted] has confirmed with the customer the repair has been done We certainly do apologize for any frustration this matter may have caused our customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Today’s Date: 04/26/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] **, to address the contents of their correspondenceThe customer states technical concerns with their Dell unitAt this time the agent has been unable to reach the customer nor has the customer responded to the agents attempts at contactWe ask the customer to contact the representative at [redacted] @Dell.com should they still require assistance Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
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, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] was instrumental in assisting the customer with the return of the original computer which had been replaced by Dell with a new computer Additionally, [redacted] made certain the customer received the product key for Microsoft Office software The customer has confirmed with [redacted] all his concerns have been addressed to his satisfaction We certainly do apologize for any frustration or inconvenience this transaction may have caused the customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative informed him of the terms of promotional gift cards and return policy [redacted] Terms of gift cards state that if you return the purchase which qualified you for a Promotional Card, the Promotional Card will no longer be validIf the qualifying product is returned for a refund after the Promotional Card has been redeemed, the value of the redeemed card will be deducted from any refund amount Our representative informed him that a replacement for order# [redacted] is being delayed due to product availability issuesPlease note that Mr [redacted] elected the option for a refund; therefore, a credit for order# [redacted] is being processed, minus gift card and any account credit amounts Mr [redacted] stated that he will not accept this resolution and does not want to return the camera, which is purchased using the gift cardHis request for any additional credit was respectfully deniedWe 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I am still very unhappy that it took filing a complaint with the Revdex.com and over a month of back and forth email and telephone communication to resolve an issue that should have been taken care of immediately with a replacement device from the beginningAll of this could have been resolved under much better circumstances had Dell backed their products and taken care of the customer the way they should haveI do accept their replacement device as resolution to my complaint, but this entire experience has left a bitter taste in my mouth in regards to this companyIt is highly doubtful that I will ever buy from them again, and will recommend my company of 5,000+ employees no longer purchase from them as well Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: California Civil Code Title Consumer Warranties ARTICLE Sale Warranties [- 1795.8]1792.Unless disclaimed in the manner prescribed by this chapter, every sale of consumer goods that are sold at retail in this state shall be accompanied by the manufacturer’s and the retail seller’s implied warranty that the goods are merchantableThe retail seller shall have a right of indemnity against the manufacturer in the amount of any liability under this section.1792.1.Every sale of consumer goods that are sold at retail in this state by a manufacturer who has reason to know at the time of the retail sale that the goods are required for a particular purpose and that the buyer is relying on the manufacturer’s skill or judgment to select or furnish suitable goods shall be accompanied by such manufacturer’s implied warranty of fitness.1792.4.(a) No sale of goods, governed by the provisions of this chapter, on an “as is” or “with all faults” basis, shall be effective to disclaim the implied warranty of merchantability or, where applicable, the implied warranty of fitness, unless a conspicuous writing is attached to the goods which clearly informs the buyer, prior to the sale, in simple and concise language of each of the following:(1) The goods are being sold on an “as is” or “with all faults” basis.(2) The entire risk as to the quality and performance of the goods is with the buyer.(3) Should the goods prove defective following their purchase, the buyer and not the manufacturer, distributor, or retailer assumes the entire cost of all necessary servicing or repair.(b) In the event of sale of consumer goods by means of a mail order catalog, the catalog offering such goods shall contain the required writing as to each item so offered in lieu of the requirement of notification prior to the sale.1793.2.(a) Every manufacturer of consumer goods sold in this state and for which the manufacturer has made an express warranty shall:(1) (A) Maintain in this state sufficient service and repair facilities reasonably close to all areas where its consumer goods are sold to carry out the terms of those warranties or designate and authorize in this state as service and repair facilities independent repair or service facilities reasonably close to all areas where its consumer goods are sold to carry out the terms of the warranties.(B) As a means of complying with this paragraph, a manufacturer may enter into warranty service contracts with independent service and repair facilitiesThe warranty service contracts may provide for a fixed schedule of rates to be charged for warranty service or warranty repair workHowever, the rates fixed by those contracts shall be in conformity with the requirements of subdivision (c) of Section The rates established pursuant to subdivision (c) of Section 1793.3, between the manufacturer and the independent service and repair facility, do not preclude a good faith discount that is reasonably related to reduced credit and general overhead cost factors arising from the manufacturer’s payment of warranty charges direct to the independent service and repair facilityThe warranty service contracts authorized by this paragraph may not be executed to cover a period of time in excess of one year, and may be renewed only by a separate, new contract or letter of agreement between the manufacturer and the independent service and repair facility.(2) In the event of a failure to comply with paragraph (1) of this subdivision, be subject to Section 1793.5.(3) Make available to authorized service and repair facilities sufficient service literature and replacement parts to effect repairs during the express warranty period.(b) Where those service and repair facilities are maintained in this state and service or repair of the goods is necessary because they do not conform with the applicable express warranties, service and repair shall be commenced within a reasonable time by the manufacturer or its representative in this stateUnless the buyer agrees in writing to the contrary, the goods shall be serviced or repaired so as to conform to the applicable warranties within daysDelay caused by conditions beyond the control of the manufacturer or its representatives shall serve to extend this 30-day requirementWhere delay arises, conforming goods shall be tendered as soon as possible following termination of the condition giving rise to the delay.(c) The buyer shall deliver nonconforming goods to the manufacturer’s service and repair facility within this state, unless, due to reasons of size and weight, or method of attachment, or method of installation, or nature of the nonconformity, delivery cannot reasonably be accomplishedIf the buyer cannot return the nonconforming goods for any of these reasons, he or she shall notify the manufacturer or its nearest service and repair facility within the stateWritten notice of nonconformity to the manufacturer or its service and repair facility shall constitute return of the goods for purposes of this sectionUpon receipt of that notice of nonconformity, the manufacturer shall, at its option, service or repair the goods at the buyer’s residence, or pick up the goods for service and repair, or arrange for transporting the goods to its service and repair facilityAll reasonable costs of transporting the goods when a buyer cannot return them for any of the above reasons shall be at the manufacturer’s expenseThe reasonable costs of transporting nonconforming goods after delivery to the service and repair facility until return of the goods to the buyer shall be at the manufacturer’s expense.(d) (1) Except as provided in paragraph (2), if the manufacturer or its representative in this state does not service or repair the goods to conform to the applicable express warranties after a reasonable number of attempts, the manufacturer shall either replace the goods or reimburse the buyer in an amount equal to the purchase price paid by the buyer, less that amount directly attributable to use by the buyer prior to the discovery of the nonconformity Per this Law I am rejecting the sellers complaint made to me that I am not justified a refund as my product was sold by dell outlet web site Unless disclaimed in the manner prescribed by this chapter, every sale of consumer goods that are sold at retail in this state shall be accompanied by the manufacturer’s and the retail seller’s implied warranty that the goods are merchantable I am rejecting the sellers statement that per there terms and conditions no refund is allowed per the 1793.2.d, the manufacturer shall either replace the goods or reimburse the buyer in an amount equal to the purchase price paid by the buyer I am rejecting the sellers statement that I return the item to the seller for repair at there depot per if the manufacturer or its representative in this state does not service or repair the goods to conform to the applicable express warranties after a reasonable number of attempts More then reasonable number of attempts have triedIt is actually beyond reasonableIf Dell wants to in good faith discuss possible solutions I am open to discuss themBut to this date all dell has done is delay then refuse to abide by the requirements under lawfollowed by more delay and then more refusalAS stated I am willing to accept full refund or replacement with a unit of similar price as when purchasedAs my last several attempts by dell have resulted in me accepting replacements with LOWER SPECIFICTION LEVEL and different hardware configurations Of the same model all have had the same failuresI am not willing to accept the same thing againI feel dell is stalling until my warranty period has expired and they can then Ignore meSo again if dell wants to negotiate in good faith I am openbut the only resolution is a full refund of the full sales amount or I chose a product with a similar final sales amountAny other idea dell has can be considered except more delay and more repairsDell has had the chance to do this already [redacted]
Complaint: [redacted] I am rejecting this response because: Dell refuses to take responsibility for a known issue (they refuse to admit to) and faulty parts The part can be purchased online for $32, Dell wants to charge $to fix the product They offered a discount of $to fix the product, which is $over the retail price of the part It seems that Dell has the intensions of selling faulty products then charging excessive amounts to fix them Regards, [redacted]
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] . Our representative attempted to contact the customer to request more information, however; the customer has not replied to repeated contact attempts. Our representative has provided... his contact information and remains available. Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc.
Dear RevDex.com,Thank you for the opportunity to address the correspondence submitted by Mr. [redacted] . A Dell representative contacted the customer regarding the issues described in his correspondence. Per the terms and condition of the sale, our representative respectfully denied... the customer’s request for a refund; however, as a onetime goodwill gesture, our representative offered the customer an exchange. The customer accepted and has verified the replacement system has been received. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience. Our representative remains available and may be contacted directly via email at [redacted] @Dell.com. Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] The problem is that I was charged about $for McAfee I already have and when I bought it suppose to be included in the price of $I was charged extra for it when I already have a McAfee account for licenses
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has been in contact with the customer and advised, per the terms and conditions of the Dell Gift Card policy, the account is not eligible to use a gift card We regret any dissatisfaction which may have been experienced and appreciate the feedback provided 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 While Dell has responded to and corrected the technical issues with my computer to my satisfaction I would like to offer some customer feedback Dell needs to find a way to monitor their customer service more adequately and make it more feasible for a customer to escalate dissatisfaction within the Dell organization I found the only way for me to get my concerns escalated was file a complaint with the Revdex.com and Attorney General's Office of Consumer Protection That could have and would have been avoided had a Dell representative corrected my concern with the organization In addition, Dell should make its leadership staff more available to its customers This can be accomplished by simply creating a team that represents it's US Corporate Office to handle complaints that might escalate to that level with the duties of complaint resolution and consumer relations That team would also help measure the performance, effectiveness and impact of their first level customer service clearly being handled overseasLastly, be more transparent in its operations Finding a number to the Dell Corporate Office was impossible It appears to the customer Dell has went through great efforts to make themselves anonymous and unreachable to customers other then it's Dell Sales and Service website Regards, [redacted]
The customer purchased a new system which had technical issues that were not resolved in an adequate mannerThe customer requested a new system exchange which was denied as well as a return for credit being deniedThe customer reports she disputed the charges with her bank and she will receive a refund in full when they reverse the chargesOur representative closed this case but can be reached at [redacted] @dell.com
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, [redacted] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate the Dell representative; [redacted] has been instrumental in assisting the customer by arranging a service call to replace any defective computer hard to resolve the technical problems the customer had been having with his computer The service call is completed and the customer has confirmed the system is now working as designed [redacted] has invited the customer to contact them directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
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, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in assisting our customer with their system exchange [redacted] has apologized if any of Dell’s employees were less than professional in their communication towards them He also explained the exchange process to the customer so they had a better understanding on the timeframe for such a transaction On October 21, the customer had called and confirmed with [redacted] they had received the exchange system on October 20, and the system is working as intended Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear RevDex.com,Thank you for providing a copy of the customer’s submission. Ms. [redacted] expressed dissatisfaction with communication and processing expectations for her Dell computer order and wants clarification and additional concessions. We regret any miscommunication which... may have occurred and appreciate the feedback. Dell offers coupons and promotions as incentives for customers to purchase from Dell. If a coupon has reached “the maximum number of redemptions,“ the coupon code can no longer be redeemed as the promotion ends when the allotment of redemptions intended for the promotion is reached. The Dell Outlet section of Dell.com features computers as described in the submission by Ms. [redacted] . The Outlet sells “New,” “Certified Refurbished,” and “Scratch & Dent” computers, and new computers are sold at a discount on this site, however zero percent (0%) interest promotions from Dell Financial Services may not be available on all Outlet Sales, if not specified on the Outlet site, and Ms. [redacted] ’s order did not qualify for this promotional financing. The following information is from the Dell Outlet site regarding new computers sold there: [redacted] “New products are either overstock, cancelled orders or customer returns. All products classified as new have the original software seal and have not been powered on or used. New products may come in original packaging or repackaged and shipped to you in Dell Outlet packaging.”Our records indicate Ms. [redacted] has been provided concessions for her order. Since the date of the submission, a Dell representative contacted Ms. [redacted] to discuss her concerns. Our representative denied any additional concession requests and provided Ms. [redacted] the link to the Dell Outlet. Our representative also provided her contact information and will remain available should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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 issued onsite repair service and the customer confirmed the computer is working fine Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund for recent Dell orders recalled by Dell We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer and, subsequently, refunds for the orders have completed processing Our representative remains engaged and has informed the customer that the refunds have posted and they should see the credits reflected on their next monthly billing statement Our representative relayed that the customer should have received an automated e-mail indicating the order was being recalled and to contact Dell’s order verification team to discuss removing the verification hold from the account The customer indicated that the e-mail was not received Dell will not be providing any additional internal Dell communications as the customer requests 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
Today’s Date: 10/21/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
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, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in assisting the customer with the service call in order to have the Liquid Crystal Display (LCD) replaced on the computer [redacted] had explained to the customer the necessary parts for the repair had been on back-order so this is why the process had been delayed The repair has since been completed and [redacted] has confirmed with the customer the repair has been done We certainly do apologize for any frustration this matter may have caused our customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Today’s Date: 04/26/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] **, to address the contents of their correspondenceThe customer states technical concerns with their Dell unitAt this time the agent has been unable to reach the customer nor has the customer responded to the agents attempts at contactWe ask the customer to contact the representative at [redacted] @Dell.com should they still require assistance Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
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, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] was instrumental in assisting the customer with the return of the original computer which had been replaced by Dell with a new computer Additionally, [redacted] made certain the customer received the product key for Microsoft Office software The customer has confirmed with [redacted] all his concerns have been addressed to his satisfaction We certainly do apologize for any frustration or inconvenience this transaction may have caused the customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative informed him of the terms of promotional gift cards and return policy [redacted] Terms of gift cards state that if you return the purchase which qualified you for a Promotional Card, the Promotional Card will no longer be validIf the qualifying product is returned for a refund after the Promotional Card has been redeemed, the value of the redeemed card will be deducted from any refund amount Our representative informed him that a replacement for order# [redacted] is being delayed due to product availability issuesPlease note that Mr [redacted] elected the option for a refund; therefore, a credit for order# [redacted] is being processed, minus gift card and any account credit amounts Mr [redacted] stated that he will not accept this resolution and does not want to return the camera, which is purchased using the gift cardHis request for any additional credit was respectfully deniedWe 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I am still very unhappy that it took filing a complaint with the Revdex.com and over a month of back and forth email and telephone communication to resolve an issue that should have been taken care of immediately with a replacement device from the beginningAll of this could have been resolved under much better circumstances had Dell backed their products and taken care of the customer the way they should haveI do accept their replacement device as resolution to my complaint, but this entire experience has left a bitter taste in my mouth in regards to this companyIt is highly doubtful that I will ever buy from them again, and will recommend my company of 5,000+ employees no longer purchase from them as well Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: California Civil Code Title Consumer Warranties ARTICLE Sale Warranties [- 1795.8]1792.Unless disclaimed in the manner prescribed by this chapter, every sale of consumer goods that are sold at retail in this state shall be accompanied by the manufacturer’s and the retail seller’s implied warranty that the goods are merchantableThe retail seller shall have a right of indemnity against the manufacturer in the amount of any liability under this section.1792.1.Every sale of consumer goods that are sold at retail in this state by a manufacturer who has reason to know at the time of the retail sale that the goods are required for a particular purpose and that the buyer is relying on the manufacturer’s skill or judgment to select or furnish suitable goods shall be accompanied by such manufacturer’s implied warranty of fitness.1792.4.(a) No sale of goods, governed by the provisions of this chapter, on an “as is” or “with all faults” basis, shall be effective to disclaim the implied warranty of merchantability or, where applicable, the implied warranty of fitness, unless a conspicuous writing is attached to the goods which clearly informs the buyer, prior to the sale, in simple and concise language of each of the following:(1) The goods are being sold on an “as is” or “with all faults” basis.(2) The entire risk as to the quality and performance of the goods is with the buyer.(3) Should the goods prove defective following their purchase, the buyer and not the manufacturer, distributor, or retailer assumes the entire cost of all necessary servicing or repair.(b) In the event of sale of consumer goods by means of a mail order catalog, the catalog offering such goods shall contain the required writing as to each item so offered in lieu of the requirement of notification prior to the sale.1793.2.(a) Every manufacturer of consumer goods sold in this state and for which the manufacturer has made an express warranty shall:(1) (A) Maintain in this state sufficient service and repair facilities reasonably close to all areas where its consumer goods are sold to carry out the terms of those warranties or designate and authorize in this state as service and repair facilities independent repair or service facilities reasonably close to all areas where its consumer goods are sold to carry out the terms of the warranties.(B) As a means of complying with this paragraph, a manufacturer may enter into warranty service contracts with independent service and repair facilitiesThe warranty service contracts may provide for a fixed schedule of rates to be charged for warranty service or warranty repair workHowever, the rates fixed by those contracts shall be in conformity with the requirements of subdivision (c) of Section The rates established pursuant to subdivision (c) of Section 1793.3, between the manufacturer and the independent service and repair facility, do not preclude a good faith discount that is reasonably related to reduced credit and general overhead cost factors arising from the manufacturer’s payment of warranty charges direct to the independent service and repair facilityThe warranty service contracts authorized by this paragraph may not be executed to cover a period of time in excess of one year, and may be renewed only by a separate, new contract or letter of agreement between the manufacturer and the independent service and repair facility.(2) In the event of a failure to comply with paragraph (1) of this subdivision, be subject to Section 1793.5.(3) Make available to authorized service and repair facilities sufficient service literature and replacement parts to effect repairs during the express warranty period.(b) Where those service and repair facilities are maintained in this state and service or repair of the goods is necessary because they do not conform with the applicable express warranties, service and repair shall be commenced within a reasonable time by the manufacturer or its representative in this stateUnless the buyer agrees in writing to the contrary, the goods shall be serviced or repaired so as to conform to the applicable warranties within daysDelay caused by conditions beyond the control of the manufacturer or its representatives shall serve to extend this 30-day requirementWhere delay arises, conforming goods shall be tendered as soon as possible following termination of the condition giving rise to the delay.(c) The buyer shall deliver nonconforming goods to the manufacturer’s service and repair facility within this state, unless, due to reasons of size and weight, or method of attachment, or method of installation, or nature of the nonconformity, delivery cannot reasonably be accomplishedIf the buyer cannot return the nonconforming goods for any of these reasons, he or she shall notify the manufacturer or its nearest service and repair facility within the stateWritten notice of nonconformity to the manufacturer or its service and repair facility shall constitute return of the goods for purposes of this sectionUpon receipt of that notice of nonconformity, the manufacturer shall, at its option, service or repair the goods at the buyer’s residence, or pick up the goods for service and repair, or arrange for transporting the goods to its service and repair facilityAll reasonable costs of transporting the goods when a buyer cannot return them for any of the above reasons shall be at the manufacturer’s expenseThe reasonable costs of transporting nonconforming goods after delivery to the service and repair facility until return of the goods to the buyer shall be at the manufacturer’s expense.(d) (1) Except as provided in paragraph (2), if the manufacturer or its representative in this state does not service or repair the goods to conform to the applicable express warranties after a reasonable number of attempts, the manufacturer shall either replace the goods or reimburse the buyer in an amount equal to the purchase price paid by the buyer, less that amount directly attributable to use by the buyer prior to the discovery of the nonconformity Per this Law I am rejecting the sellers complaint made to me that I am not justified a refund as my product was sold by dell outlet web site Unless disclaimed in the manner prescribed by this chapter, every sale of consumer goods that are sold at retail in this state shall be accompanied by the manufacturer’s and the retail seller’s implied warranty that the goods are merchantable I am rejecting the sellers statement that per there terms and conditions no refund is allowed per the 1793.2.d, the manufacturer shall either replace the goods or reimburse the buyer in an amount equal to the purchase price paid by the buyer I am rejecting the sellers statement that I return the item to the seller for repair at there depot per if the manufacturer or its representative in this state does not service or repair the goods to conform to the applicable express warranties after a reasonable number of attempts More then reasonable number of attempts have triedIt is actually beyond reasonableIf Dell wants to in good faith discuss possible solutions I am open to discuss themBut to this date all dell has done is delay then refuse to abide by the requirements under lawfollowed by more delay and then more refusalAS stated I am willing to accept full refund or replacement with a unit of similar price as when purchasedAs my last several attempts by dell have resulted in me accepting replacements with LOWER SPECIFICTION LEVEL and different hardware configurations Of the same model all have had the same failuresI am not willing to accept the same thing againI feel dell is stalling until my warranty period has expired and they can then Ignore meSo again if dell wants to negotiate in good faith I am openbut the only resolution is a full refund of the full sales amount or I chose a product with a similar final sales amountAny other idea dell has can be considered except more delay and more repairsDell has had the chance to do this already [redacted]
Complaint: [redacted] I am rejecting this response because: Dell refuses to take responsibility for a known issue (they refuse to admit to) and faulty parts The part can be purchased online for $32, Dell wants to charge $to fix the product They offered a discount of $to fix the product, which is $over the retail price of the part It seems that Dell has the intensions of selling faulty products then charging excessive amounts to fix them Regards, [redacted]
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] . Our representative attempted to contact the customer to request more information, however; the customer has not replied to repeated contact attempts. Our representative has provided... his contact information and remains available. Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc.
Dear RevDex.com,Thank you for the opportunity to address the correspondence submitted by Mr. [redacted] . A Dell representative contacted the customer regarding the issues described in his correspondence. Per the terms and condition of the sale, our representative respectfully denied... the customer’s request for a refund; however, as a onetime goodwill gesture, our representative offered the customer an exchange. The customer accepted and has verified the replacement system has been received. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience. Our representative remains available and may be contacted directly via email at [redacted] @Dell.com. Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc.
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] The problem is that I was charged about $for McAfee I already have and when I bought it suppose to be included in the price of $I was charged extra for it when I already have a McAfee account for licenses
Thank you for the letter from [redacted] ***Our representative has attempted to contact the customer concerning the correspondence
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has been in contact with the customer and advised, per the terms and conditions of the Dell Gift Card policy, the account is not eligible to use a gift card We regret any dissatisfaction which may have been experienced and appreciate the feedback provided 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 While Dell has responded to and corrected the technical issues with my computer to my satisfaction I would like to offer some customer feedback Dell needs to find a way to monitor their customer service more adequately and make it more feasible for a customer to escalate dissatisfaction within the Dell organization I found the only way for me to get my concerns escalated was file a complaint with the Revdex.com and Attorney General's Office of Consumer Protection That could have and would have been avoided had a Dell representative corrected my concern with the organization In addition, Dell should make its leadership staff more available to its customers This can be accomplished by simply creating a team that represents it's US Corporate Office to handle complaints that might escalate to that level with the duties of complaint resolution and consumer relations That team would also help measure the performance, effectiveness and impact of their first level customer service clearly being handled overseasLastly, be more transparent in its operations Finding a number to the Dell Corporate Office was impossible It appears to the customer Dell has went through great efforts to make themselves anonymous and unreachable to customers other then it's Dell Sales and Service website Regards, [redacted]
The customer purchased a new system which had technical issues that were not resolved in an adequate mannerThe customer requested a new system exchange which was denied as well as a return for credit being deniedThe customer reports she disputed the charges with her bank and she will receive a refund in full when they reverse the chargesOur representative closed this case but can be reached at [redacted] @dell.com
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, [redacted] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate the Dell representative; [redacted] has been instrumental in assisting the customer by arranging a service call to replace any defective computer hard to resolve the technical problems the customer had been having with his computer The service call is completed and the customer has confirmed the system is now working as designed [redacted] has invited the customer to contact them directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
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, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in assisting our customer with their system exchange [redacted] has apologized if any of Dell’s employees were less than professional in their communication towards them He also explained the exchange process to the customer so they had a better understanding on the timeframe for such a transaction On October 21, the customer had called and confirmed with [redacted] they had received the exchange system on October 20, and the system is working as intended Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear RevDex.com,Thank you for providing a copy of the customer’s submission. Ms. [redacted] expressed dissatisfaction with communication and processing expectations for her Dell computer order and wants clarification and additional concessions. We regret any miscommunication which... may have occurred and appreciate the feedback. Dell offers coupons and promotions as incentives for customers to purchase from Dell. If a coupon has reached “the maximum number of redemptions,“ the coupon code can no longer be redeemed as the promotion ends when the allotment of redemptions intended for the promotion is reached. The Dell Outlet section of Dell.com features computers as described in the submission by Ms. [redacted] . The Outlet sells “New,” “Certified Refurbished,” and “Scratch & Dent” computers, and new computers are sold at a discount on this site, however zero percent (0%) interest promotions from Dell Financial Services may not be available on all Outlet Sales, if not specified on the Outlet site, and Ms. [redacted] ’s order did not qualify for this promotional financing. The following information is from the Dell Outlet site regarding new computers sold there: [redacted] “New products are either overstock, cancelled orders or customer returns. All products classified as new have the original software seal and have not been powered on or used. New products may come in original packaging or repackaged and shipped to you in Dell Outlet packaging.”Our records indicate Ms. [redacted] has been provided concessions for her order. Since the date of the submission, a Dell representative contacted Ms. [redacted] to discuss her concerns. Our representative denied any additional concession requests and provided Ms. [redacted] the link to the Dell Outlet. Our representative also provided her contact information and will remain available should there be any further questions regarding this matter. Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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 issued onsite repair service and the customer confirmed the computer is working fine Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund for recent Dell orders recalled by Dell We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer and, subsequently, refunds for the orders have completed processing Our representative remains engaged and has informed the customer that the refunds have posted and they should see the credits reflected on their next monthly billing statement Our representative relayed that the customer should have received an automated e-mail indicating the order was being recalled and to contact Dell’s order verification team to discuss removing the verification hold from the account The customer indicated that the e-mail was not received Dell will not be providing any additional internal Dell communications as the customer requests 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
Today’s Date: 10/21/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc