Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Customer expressed dissatisfaction with Dell’s response We regret the bad experience caused the customer due to Dell policies however we will not be providing a different apology from another Dell representative and hope that information provided will be accepted as an indication that we value the feedback and will strive to make future improvements to our service and support It appears that Dell may have been defrauded by a third party and that is why the customer was requested to file a police report This is an ongoing investigation by Dell and information pertaining to the investigation will not be shared with the customer The customer’s feedback will be made available to Dell’s process improvement team in our efforts to improve our service and avoid similar problems in the future Any subsequent action taken, based on the feedback, will not be communicated to the customer, as this information and subsequent action taken will remain internally with Dell Dell records indicate the issues have been addressed, and no further attempt will be made to reach the customer regarding this case The customer may contact our representative at [redacted] @Dell.com should he need any further assistance regarding this matter.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] , 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]
Complaint: [redacted] I am rejecting this response for the same reasons stated in my previous emails - the substance of which have not been addressedI did not refuse telephone support and Dell's error on this, as well as their failure to understand the difference between hardware and software faults is unacceptable Regards, [redacted]
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] ***
Today’s Date: 05/25/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 they did not receive gift cards associated with an orderThe customer also states they are entitled to at least five gift cardsThe agent has advised the customer the gift cards were not issued as part of the promotion because the customer order was processed as a reseller order which are not eligible for the promotionReseller orders are not eligible for any gift card promotionsDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any additional questions or concerns about the 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 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 service to repair the customer’s computer 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 Dell service and support and wants a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance A refund for $has since posted to the customer’s account and he should see this reflected on his next monthly billing statement Our representative remains available to assist the customer with a return for an associated order for a laptop sleeve He may 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
Complaint: [redacted] I am rejecting this response because:I truly feel that I have been ripped off buy this company The product I purchased and received is not what DELL is advertising I did not get a product that worked properly and I have spent over months trying to get a product that does work properly This last time that it was supposedly fixed by Dell is a joke, I sent Dell an email and here is a copy of the email I sent: "You contacted me and took remote control of my computer through Go To Assist Corporate and I watched you move the speakers to 100% and then listen to it and tell me that you turned the internal speaker system volume up and now the volume should play right At 100%, I think I should be able to hear it no problem, but at 20% the volume is so low it is barely audible I will try to listen to some music and a few others things over the next week to make sure there is good volume As to the little windows popping up and disappearing within seconds (and only one readable that said "script error") and to the Microsoft Edge pages that I had opened up to use on the internet that have just shut down (times), you have stated that I probably have a virus since I do not have the McAfee software on the computer and using, (which your company did not put on this laptop when I received it, which I paid for when I originally purchased a laptop) to which you told me to contact Tech Support and let them help me download it to my computer, to which you stated below that that is a "PAID" support I am sorry, but I am not going to pay for support for something that should have been done in the first place This laptop came with Windows Defender which has a virus protector on it and it has been working, but I went ahead and downloaded "AVG Antivirus Software" and ran a deep system scan and it said I have NO viruses As I relayed to you by phone, when I try to contact technical support online, when it reads the service tag number it states that there is no warranty with this computer and tells me to contact technical support via phone line When I contact technical support I spend over an hour being bounced around different departments trying to explain my problems and that the computer does have warranty At this point in time, I no longer have the time nor the desire to try anymore fixes or contacts with your company, so as to all the problems I have had with my purchase from Dell, I am still dissatisfied with the product, company policy, and repairs I guess I am just stuck with a product that is just not going to work properly and is not as great as it is advertised to be I thank you for the help you have given me." I would NOT recommend this product to anyone If you find that you have a problem (any kind) with your product, contact Dell immediately, you are only given days from the purchase date to return faulty equipment Unfortunately for me, the faulty equipment started happening during the Christmas/New Years holidays when a person tends to be busy I thought I was just having internet issues and it turned out to be a really faulty product Dell refuses accept a return of the product and give me my money back because they said I didn't contact them within the days of "date of purchase" I tried to just return it and even purchase a different product from them, still spending money with the company, and they would not do that either This company is ripping people off as it sells faulty equipment with a short return time and bad customer service They replace parts with refurbished (used) equipment, nothing is new, that is just wrong When ever you purchase something, make sure you keep receipts, do not accept calls from them - get everything in writing, keep copies of everything This company should have a class-action lawsuit against it for selling faulty equipment to people
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with communication and processing expectations for a Dell promotion We regret any dissatisfaction the customer may have experienced and appreciate the feedback Our records indicate when there was a problem with the original order, and a reorder was processed, the promotion had expired Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, assisted with providing a $gift card and the $concession which was previously offered Our representative denied the customer’s request for additional compensation as Dell will not offer concessions for time spent escalating or waiting for a promotion or concession The customer may contact our representative at [redacted] @Dell.com for any further assistance they may need 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, [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 Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative updated the customer that the refund has processed and she should see it reflected on her next billing statement We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she 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] Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants it expeditedWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistancePlease note that the order number [redacted] was processed without the Epson Projector due to product availability issuesFurthermore, customer was not charged for the Epson ProjectorAs a onetime gesture of good and in the interest of customer satisfaction, our representative offered a partial account credit on a new purchase for the Epson Projector; however, customer elected not to accept our offered of assistanceShould Mr [redacted] have any additional concerns regarding this case, he can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
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, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, ***, contacted the customer and authorized the refurbished exchange systemThe representative confirmed delivery and also educated customer if he wanted to extend the warranty to contact Dell before 9/4/If the customer has any further questions or concernsPlease have the customer contact the representative by email at [redacted] Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Customer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceDell records indicate the order number [redacted] was delivered to the customer on April 18, under Pilot Shipment number [redacted] Furthermore, in the interest of customer satisfaction, our representative processed a coupon and followto confirm resolutionShould the customer have any additional concerns regarding this case, 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
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 [redacted] has setup a return of the customer’s computer for a refund that will appear in the customers next billing cycle 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 GroupIncident 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 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
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]
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Customer expressed dissatisfaction with Dell’s response We regret the bad experience caused the customer due to Dell policies however we will not be providing a different apology from another Dell representative and hope that information provided will be accepted as an indication that we value the feedback and will strive to make future improvements to our service and support It appears that Dell may have been defrauded by a third party and that is why the customer was requested to file a police report This is an ongoing investigation by Dell and information pertaining to the investigation will not be shared with the customer The customer’s feedback will be made available to Dell’s process improvement team in our efforts to improve our service and avoid similar problems in the future Any subsequent action taken, based on the feedback, will not be communicated to the customer, as this information and subsequent action taken will remain internally with Dell Dell records indicate the issues have been addressed, and no further attempt will be made to reach the customer regarding this case The customer may contact our representative at [redacted] @Dell.com should he need any further assistance regarding this matter.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] , 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]
Complaint: [redacted] I am rejecting this response for the same reasons stated in my previous emails - the substance of which have not been addressedI did not refuse telephone support and Dell's error on this, as well as their failure to understand the difference between hardware and software faults is unacceptable Regards, [redacted]
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] ***
Today’s Date: 05/25/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 they did not receive gift cards associated with an orderThe customer also states they are entitled to at least five gift cardsThe agent has advised the customer the gift cards were not issued as part of the promotion because the customer order was processed as a reseller order which are not eligible for the promotionReseller orders are not eligible for any gift card promotionsDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any additional questions or concerns about the 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 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 service to repair the customer’s computer 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 Dell service and support and wants a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance A refund for $has since posted to the customer’s account and he should see this reflected on his next monthly billing statement Our representative remains available to assist the customer with a return for an associated order for a laptop sleeve He may 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
Complaint: [redacted] I am rejecting this response because:I truly feel that I have been ripped off buy this company The product I purchased and received is not what DELL is advertising I did not get a product that worked properly and I have spent over months trying to get a product that does work properly This last time that it was supposedly fixed by Dell is a joke, I sent Dell an email and here is a copy of the email I sent: "You contacted me and took remote control of my computer through Go To Assist Corporate and I watched you move the speakers to 100% and then listen to it and tell me that you turned the internal speaker system volume up and now the volume should play right At 100%, I think I should be able to hear it no problem, but at 20% the volume is so low it is barely audible I will try to listen to some music and a few others things over the next week to make sure there is good volume As to the little windows popping up and disappearing within seconds (and only one readable that said "script error") and to the Microsoft Edge pages that I had opened up to use on the internet that have just shut down (times), you have stated that I probably have a virus since I do not have the McAfee software on the computer and using, (which your company did not put on this laptop when I received it, which I paid for when I originally purchased a laptop) to which you told me to contact Tech Support and let them help me download it to my computer, to which you stated below that that is a "PAID" support I am sorry, but I am not going to pay for support for something that should have been done in the first place This laptop came with Windows Defender which has a virus protector on it and it has been working, but I went ahead and downloaded "AVG Antivirus Software" and ran a deep system scan and it said I have NO viruses As I relayed to you by phone, when I try to contact technical support online, when it reads the service tag number it states that there is no warranty with this computer and tells me to contact technical support via phone line When I contact technical support I spend over an hour being bounced around different departments trying to explain my problems and that the computer does have warranty At this point in time, I no longer have the time nor the desire to try anymore fixes or contacts with your company, so as to all the problems I have had with my purchase from Dell, I am still dissatisfied with the product, company policy, and repairs I guess I am just stuck with a product that is just not going to work properly and is not as great as it is advertised to be I thank you for the help you have given me." I would NOT recommend this product to anyone If you find that you have a problem (any kind) with your product, contact Dell immediately, you are only given days from the purchase date to return faulty equipment Unfortunately for me, the faulty equipment started happening during the Christmas/New Years holidays when a person tends to be busy I thought I was just having internet issues and it turned out to be a really faulty product Dell refuses accept a return of the product and give me my money back because they said I didn't contact them within the days of "date of purchase" I tried to just return it and even purchase a different product from them, still spending money with the company, and they would not do that either This company is ripping people off as it sells faulty equipment with a short return time and bad customer service They replace parts with refurbished (used) equipment, nothing is new, that is just wrong When ever you purchase something, make sure you keep receipts, do not accept calls from them - get everything in writing, keep copies of everything This company should have a class-action lawsuit against it for selling faulty equipment to people
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with communication and processing expectations for a Dell promotion We regret any dissatisfaction the customer may have experienced and appreciate the feedback Our records indicate when there was a problem with the original order, and a reorder was processed, the promotion had expired Since the date of the submission, a Dell representative contacted the customer and, for customer satisfaction reasons, assisted with providing a $gift card and the $concession which was previously offered Our representative denied the customer’s request for additional compensation as Dell will not offer concessions for time spent escalating or waiting for a promotion or concession The customer may contact our representative at [redacted] @Dell.com for any further assistance they may need 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, [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 Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative updated the customer that the refund has processed and she should see it reflected on her next billing statement We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she 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] Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants it expeditedWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistancePlease note that the order number [redacted] was processed without the Epson Projector due to product availability issuesFurthermore, customer was not charged for the Epson ProjectorAs a onetime gesture of good and in the interest of customer satisfaction, our representative offered a partial account credit on a new purchase for the Epson Projector; however, customer elected not to accept our offered of assistanceShould Mr [redacted] have any additional concerns regarding this case, he can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
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, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, ***, contacted the customer and authorized the refurbished exchange systemThe representative confirmed delivery and also educated customer if he wanted to extend the warranty to contact Dell before 9/4/If the customer has any further questions or concernsPlease have the customer contact the representative by email at [redacted] Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Customer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceDell records indicate the order number [redacted] was delivered to the customer on April 18, under Pilot Shipment number [redacted] Furthermore, in the interest of customer satisfaction, our representative processed a coupon and followto confirm resolutionShould the customer have any additional concerns regarding this case, 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
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 [redacted] has setup a return of the customer’s computer for a refund that will appear in the customers next billing cycle 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 GroupIncident 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 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
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]