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
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
Complaint: [redacted] I am rejecting this response because:I do not believe Dell.com actually had any of the promotional stock available for sale, and this was a case of bait-and-switch advertising, which Dell has faced litigation for in the past I base this assumption on the fact that I have found hundreds of complaints on this exact sale, and not a single person who were able to secure the promotional price before being redirected to the same product at full priceWhile I have given up on pursuing the promotional price for this TV, I have not conceded that I was just unlucky I believe the Revdex.com should request that Dell release documentation in good faith that there was actually promotional stock available, because I absolutely do not believe that be the case The Revdex.com is charged with protecting consumers from fraudulent advertising as described in their mission statement: "The Revdex.com system since its founding in has made advertising self-regulation a part of their missionDuring that time, misleading and fraudulent advertising and the lack of any effective regulation led to Revdex.coms formation, for the purpose of promoting truth in advertisingUntil today, review and voluntary correction of local advertising is till a core service offered by the bureau."I believe that Dell should release documentation in good faith to the Revdex.com to prove that this was not a bait-and-switch scam, and there should be an ethical guideline established by the Revdex.com that disallows organizations from aggressive promotion of a sale where "limited quantities" actually means 1, 2, or even zero of stock available at that sale price Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has 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 the opportunity to address the correspondence submitted by Ms [redacted] Dell representative, Surendra, is working with the customer to achieve an amicable resolution for their concernsShould the customer have any additional concerns regarding this case, they can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] ***
Today’s Date: 07/21/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 correspondenceThe customer states a software product purchased has not been delivered and is having difficulty working to resolve the matter with Dell's support agentsAt this time the agent has confirmed the software has been received and the customers feedback has been taken regarding the support structureWe thank the customer for their time, patience, and feedbackThe customer may contact the representative at [redacted] @Dell.com should they have additional questions or feedback to provide Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative worked with our account verification team to resolve this matterOur records show that a credit for order# [redacted] has been posted to the original form of paymentOur representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this caseSincerely, 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 The computer appears to be working properly at the present time I hope it will continue to work - that will be determined over time If I have any issues in the future I will contact [redacted] at Dell.Thank you for your assistance Regards, [redacted]
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 The actual change on my account has not been confirmed, but if it is provided as agreed upon, I will consider it satisfactory Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:The employee who called me informed me that the tv I ordered was actually in stock and they had about 20-of themThis was shocking to me since it was the first I was hearing of thisI asked him why no one else mentioned this through my numerous phone calls and how long have the tvs been in stockHe told me he didn't know, I was then told he could not split "but cancel" my order for the sound bar which made no sense to meAfter all, I told him why would they not split the order in the first place and just send the Tv firstI was told that is not how they do things and if I wanted the tv he would have to check and see if he could cancel the order for the sound barHe said the department is closed and he'd get back to me in 24-hours which I said wasn't good enough considering it was the Thursday before Christmas and if they had it in stock all along I could have recieved it in time for Christmas for my nephewI asked him if they could rush the order out to me and the response he sent by email informed me they could not send me anything due to availibility of parts so the response they sent is false Regards, [redacted]
Dell representative [redacted] from our corporate office who is a SrTech for the Alienware department, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because: The refunded was never processedI was told that it was credited back to paypal and when I called paypal they said that I have no refund completed or being processedAs of right now Dell has had the computer back since March 30th and I am still waiting for a refundI have been in contact with [redacted] every day and will continue to be until I get my money backDell will need to work with Paypal to figure out the issue since their paypal account would be the only one showing the transaction in questionPaypal couldn't help me a whole lot since the refund was never started by DellI'm still owed $ Regards, [redacted]
Dear Revdex.com, Our records indicate that Dell representative [redacted] been in contact with the customerAfter the investigation the gift cards were suspended in case they had been compromisedUnder terms and conditions of the gift cards Dell is not responsible for lost or stolen card informationThe customer contacted the representative stating the retail store she purchased the cards from are going to reissue the cardsThe customer may reach the representative by emailing at [redacted] _***@Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Who would accept this? I have a brand new (broken) TV and I am out $700! Now it will cost me even more to dispose of itHave you bothered to read other complaints about Dell? They have a reputation of very poor customer serviceThey just don't careThey have lost site that customers are what got them where they are nowI will start saving, and eventually I will get a new TVMy kids will get anew TVShame on Dell for not doing the right thingWay to go Dell for showing my kids that a dollar in your pocket is better than trying to treat your customers fairlyWhat do you suggest Revdex.com? Regards, [redacted] ***
Today’s Date: 02/10/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 correspondenceAt this time the agent has processed the customers credit and has been confirmed with the customer as wellDell 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 other questions on the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submissionMr [redacted] expressed dissatisfaction with Dell’s response and stated the computer appears to be overheating since the repairSince the date of the follow up submission, a Dell representative contacted Mr [redacted] Subsequently, the representative provided the information to Dell’s internal senior Alienware Technicians who indicated that the computer was not overheating and was operating within acceptable temperature guidelines and functioning as it was designed based on Mr [redacted] ’s usageOur representative provided contact information and will remain available should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com,As I described before in my initial complaint description submitted to Revdex.com, emails and calls with DELL, the computer is experiencing consistent hardware failureIt is COMPLETELY that the company representative says there were no on-going or unresolved issues for almost a year from original invoice date, as I have called DELL many times and two dispatches were made with their repair depot.The wifi card has never been working since I have purchased the computerI was first told that it is a software problem during the call with DELL that was made when I just received the computerI really needed a computer at that moment, so I have always been using an external USB wifi adapter with the defective computer as well as consulting my computer expert friends regarding the problem at the same timeI have called the company regarding the problem when I was experiencing itThe other evidence I can submit proving consistent wifi card failure is two external USB wifi cards/adapters orders made for this computer on Amazon.com on February 21, and September 19, I can send the complete order history and official WIFI adaptor and computer compatibility information if neededI have also spent about dollars for purchasing the external wifi cards I have to use with DELL’s defective computer, which should be reimbursed by the DELL.In addition to the consistent wifi card failureIn November 2016, I was also experiencing battery and charging problemsI called DELL customer support many times but they weren’t helpful in detecting or fix any problemsI had to bother my friend for his charger and debug by myselfDELL sent me a dispatch label sending the computer back to their repair depot on November 23, They returned my computer to a WRONG address although I have confirmed the correct address with them MANY timesThey weren’t able to fix the problem of the computer and sent the defective and dysfunctional computer back to meThe DELL customer service [redacted] wrote in email on December 9, 2016,” I do apologize that your system was still having the same issue after being sent to the facilityI see that you called in yesterday and you wanted to just return the systemWere you able to do so?”, which indicates my consistent efforts in pursuing an exchange or a return of the defective computer and NO effective repairs were made.They have always been kicking me around different departments instead of solving the problem [redacted] said,” I understand where you're coming fromHowever, I am from the Technical Support team so we only process parts replacement and service callsOur Customer Care is the only one that can help you with returning the system at this pointSorry,” in her email on December 9, When I contact customer service they kick me back to technical support without offering any help,”I regret to inform you that return is not an option as of now I request you to please check with Tech Support if they can process a replacement for your computer.”I was not able to set up a return and a repair with DELL until February because they have always been kicking me around different departments and wasting my timeI was also in Brazil and Argentina until late January, which can be proven by my entry and exit stamps issued by US government and the emails I sent to [redacted] I contacted Dell again when I come back from Argentina regarding the unresolved issue and customer support [redacted] promised that they are sure to fix the problems of the computer if I send it to repair again when I was requesting a return or an exchangeHowever, they weren’t able to fix the computer and it came back with more serious issues added: serious overheat and loud noiseI assume that DELL might have illegally replaced some of my computer’s good parts with refurbished and unqualified partsI could not trust the ability of their engineers because they do not even know how to use terminal commands to write windows system into a USB disk, which is an entry level skillI sent [redacted] four emails to follow up regarding that dispatch and the problems I have with the computerHe has replied to NONE of them.I urge the company to exchange this defective product to a functional computer, as a compensation for the time I have wasted, the stress and frustration I have experienced because of the defective product over the year and the money I have spent in purchasing external wifi cardsRegards,
A Dell representative is continuing to work with ** [redacted] to achieve an amicable resolution for his concernsAn onsite service has been issuedOur representative may be contacted directly via e-mail at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms and conditions of Dell’s limited hardware warranty, which dictate that software issues are not covered under the warranty [redacted] Please note that our representative offered technical assistance; however, Ms [redacted] elected not to accept our offer of assistanceHer request for replacement or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: 34460051Dell Inc
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by Mr. [redacted] . A Dell representative recently contacted Mr. [redacted] regarding his concerns. As a onetime gesture of goodwill and in the interest of customer... satisfaction, our representative issued a depot service; however, it’s being delayed due to parts availability issues. Once the service has been completed, our representative will follow-up to confirm resolution. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Should he have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at [redacted] @Dell.com. Sincerely, Advanced Resolution Group Incident ID [redacted] Dell
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
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
Complaint: [redacted] I am rejecting this response because:I do not believe Dell.com actually had any of the promotional stock available for sale, and this was a case of bait-and-switch advertising, which Dell has faced litigation for in the past I base this assumption on the fact that I have found hundreds of complaints on this exact sale, and not a single person who were able to secure the promotional price before being redirected to the same product at full priceWhile I have given up on pursuing the promotional price for this TV, I have not conceded that I was just unlucky I believe the Revdex.com should request that Dell release documentation in good faith that there was actually promotional stock available, because I absolutely do not believe that be the case The Revdex.com is charged with protecting consumers from fraudulent advertising as described in their mission statement: "The Revdex.com system since its founding in has made advertising self-regulation a part of their missionDuring that time, misleading and fraudulent advertising and the lack of any effective regulation led to Revdex.coms formation, for the purpose of promoting truth in advertisingUntil today, review and voluntary correction of local advertising is till a core service offered by the bureau."I believe that Dell should release documentation in good faith to the Revdex.com to prove that this was not a bait-and-switch scam, and there should be an ethical guideline established by the Revdex.com that disallows organizations from aggressive promotion of a sale where "limited quantities" actually means 1, 2, or even zero of stock available at that sale price Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has 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 the opportunity to address the correspondence submitted by Ms [redacted] Dell representative, Surendra, is working with the customer to achieve an amicable resolution for their concernsShould the customer have any additional concerns regarding this case, they can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] ***
Today’s Date: 07/21/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 correspondenceThe customer states a software product purchased has not been delivered and is having difficulty working to resolve the matter with Dell's support agentsAt this time the agent has confirmed the software has been received and the customers feedback has been taken regarding the support structureWe thank the customer for their time, patience, and feedbackThe customer may contact the representative at [redacted] @Dell.com should they have additional questions or feedback to provide Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative worked with our account verification team to resolve this matterOur records show that a credit for order# [redacted] has been posted to the original form of paymentOur representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this caseSincerely, 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 The computer appears to be working properly at the present time I hope it will continue to work - that will be determined over time If I have any issues in the future I will contact [redacted] at Dell.Thank you for your assistance Regards, [redacted]
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 The actual change on my account has not been confirmed, but if it is provided as agreed upon, I will consider it satisfactory Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:The employee who called me informed me that the tv I ordered was actually in stock and they had about 20-of themThis was shocking to me since it was the first I was hearing of thisI asked him why no one else mentioned this through my numerous phone calls and how long have the tvs been in stockHe told me he didn't know, I was then told he could not split "but cancel" my order for the sound bar which made no sense to meAfter all, I told him why would they not split the order in the first place and just send the Tv firstI was told that is not how they do things and if I wanted the tv he would have to check and see if he could cancel the order for the sound barHe said the department is closed and he'd get back to me in 24-hours which I said wasn't good enough considering it was the Thursday before Christmas and if they had it in stock all along I could have recieved it in time for Christmas for my nephewI asked him if they could rush the order out to me and the response he sent by email informed me they could not send me anything due to availibility of parts so the response they sent is false Regards, [redacted]
Dell representative [redacted] from our corporate office who is a SrTech for the Alienware department, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because: The refunded was never processedI was told that it was credited back to paypal and when I called paypal they said that I have no refund completed or being processedAs of right now Dell has had the computer back since March 30th and I am still waiting for a refundI have been in contact with [redacted] every day and will continue to be until I get my money backDell will need to work with Paypal to figure out the issue since their paypal account would be the only one showing the transaction in questionPaypal couldn't help me a whole lot since the refund was never started by DellI'm still owed $ Regards, [redacted]
Dear Revdex.com, Our records indicate that Dell representative [redacted] been in contact with the customerAfter the investigation the gift cards were suspended in case they had been compromisedUnder terms and conditions of the gift cards Dell is not responsible for lost or stolen card informationThe customer contacted the representative stating the retail store she purchased the cards from are going to reissue the cardsThe customer may reach the representative by emailing at [redacted] _***@Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Who would accept this? I have a brand new (broken) TV and I am out $700! Now it will cost me even more to dispose of itHave you bothered to read other complaints about Dell? They have a reputation of very poor customer serviceThey just don't careThey have lost site that customers are what got them where they are nowI will start saving, and eventually I will get a new TVMy kids will get anew TVShame on Dell for not doing the right thingWay to go Dell for showing my kids that a dollar in your pocket is better than trying to treat your customers fairlyWhat do you suggest Revdex.com? Regards, [redacted] ***
Today’s Date: 02/10/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 correspondenceAt this time the agent has processed the customers credit and has been confirmed with the customer as wellDell 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 other questions on the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submissionMr [redacted] expressed dissatisfaction with Dell’s response and stated the computer appears to be overheating since the repairSince the date of the follow up submission, a Dell representative contacted Mr [redacted] Subsequently, the representative provided the information to Dell’s internal senior Alienware Technicians who indicated that the computer was not overheating and was operating within acceptable temperature guidelines and functioning as it was designed based on Mr [redacted] ’s usageOur representative provided contact information and will remain available should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com,As I described before in my initial complaint description submitted to Revdex.com, emails and calls with DELL, the computer is experiencing consistent hardware failureIt is COMPLETELY that the company representative says there were no on-going or unresolved issues for almost a year from original invoice date, as I have called DELL many times and two dispatches were made with their repair depot.The wifi card has never been working since I have purchased the computerI was first told that it is a software problem during the call with DELL that was made when I just received the computerI really needed a computer at that moment, so I have always been using an external USB wifi adapter with the defective computer as well as consulting my computer expert friends regarding the problem at the same timeI have called the company regarding the problem when I was experiencing itThe other evidence I can submit proving consistent wifi card failure is two external USB wifi cards/adapters orders made for this computer on Amazon.com on February 21, and September 19, I can send the complete order history and official WIFI adaptor and computer compatibility information if neededI have also spent about dollars for purchasing the external wifi cards I have to use with DELL’s defective computer, which should be reimbursed by the DELL.In addition to the consistent wifi card failureIn November 2016, I was also experiencing battery and charging problemsI called DELL customer support many times but they weren’t helpful in detecting or fix any problemsI had to bother my friend for his charger and debug by myselfDELL sent me a dispatch label sending the computer back to their repair depot on November 23, They returned my computer to a WRONG address although I have confirmed the correct address with them MANY timesThey weren’t able to fix the problem of the computer and sent the defective and dysfunctional computer back to meThe DELL customer service [redacted] wrote in email on December 9, 2016,” I do apologize that your system was still having the same issue after being sent to the facilityI see that you called in yesterday and you wanted to just return the systemWere you able to do so?”, which indicates my consistent efforts in pursuing an exchange or a return of the defective computer and NO effective repairs were made.They have always been kicking me around different departments instead of solving the problem [redacted] said,” I understand where you're coming fromHowever, I am from the Technical Support team so we only process parts replacement and service callsOur Customer Care is the only one that can help you with returning the system at this pointSorry,” in her email on December 9, When I contact customer service they kick me back to technical support without offering any help,”I regret to inform you that return is not an option as of now I request you to please check with Tech Support if they can process a replacement for your computer.”I was not able to set up a return and a repair with DELL until February because they have always been kicking me around different departments and wasting my timeI was also in Brazil and Argentina until late January, which can be proven by my entry and exit stamps issued by US government and the emails I sent to [redacted] I contacted Dell again when I come back from Argentina regarding the unresolved issue and customer support [redacted] promised that they are sure to fix the problems of the computer if I send it to repair again when I was requesting a return or an exchangeHowever, they weren’t able to fix the computer and it came back with more serious issues added: serious overheat and loud noiseI assume that DELL might have illegally replaced some of my computer’s good parts with refurbished and unqualified partsI could not trust the ability of their engineers because they do not even know how to use terminal commands to write windows system into a USB disk, which is an entry level skillI sent [redacted] four emails to follow up regarding that dispatch and the problems I have with the computerHe has replied to NONE of them.I urge the company to exchange this defective product to a functional computer, as a compensation for the time I have wasted, the stress and frustration I have experienced because of the defective product over the year and the money I have spent in purchasing external wifi cardsRegards,
A Dell representative is continuing to work with ** [redacted] to achieve an amicable resolution for his concernsAn onsite service has been issuedOur representative may be contacted directly via e-mail at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms and conditions of Dell’s limited hardware warranty, which dictate that software issues are not covered under the warranty [redacted] Please note that our representative offered technical assistance; however, Ms [redacted] elected not to accept our offer of assistanceHer request for replacement or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: 34460051Dell Inc
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by Mr. [redacted] . A Dell representative recently contacted Mr. [redacted] regarding his concerns. As a onetime gesture of goodwill and in the interest of customer... satisfaction, our representative issued a depot service; however, it’s being delayed due to parts availability issues. Once the service has been completed, our representative will follow-up to confirm resolution. We regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Should he have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at [redacted] @Dell.com. Sincerely, Advanced Resolution Group Incident ID [redacted] Dell