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 subsequently updated the customer that the refund has processed and she should see it reflected on her next monthly billing statement The customer may contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matterSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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 submissionA Dell representative, [redacted] 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 processed a refund for the customer’s inconvenience 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, This matter has been previously addressed, no alterations have been/will be made to the final resolutionDell has offered the customer the ability to return the system for credit with a prepaid shipping labelIf the customer would like to take advantage of the return offer we ask that he contact the representative by emailing [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback Dell records indicate a refund for $was posted to the customer’s Dell account on January 15, Since the date of the submission, a Dell representative contacted the customer to provide assistance and subsequently notified the customer that the refund has been processed We ask that he contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative continues to provide updates to the customerThe replacement TV is scheduled for delivery on 9/13/The representative will continue to maintain ownership until confirmed receiptSincerely, Advanced Resolution Group FID # [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 his computer repaired. We regret any dissatisfaction he may have experienced and appreciate the feedback provided.... Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, assisted with a service dispatch to repair the customer’s computer. Our representative provided his contact information should the customer need any follow up assistance. We ask that he contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc.
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has contacted the customer by phone to inform him the merchandise has been received by Dell and the full refund has been credited back to the customer’s original form of payment, his Visa Card [redacted] has also provided the customer with the credit memo as proof of the refund We are sorry to learn the merchandise purchased from Dell by the customer did not meet his needs More importantly, we apologize if the service and support received from us was disappointing; but then again we appreciate the matter being brought to our attention by the customer and the Revdex.com 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
A Dell representative is continuing to work with Ms [redacted] to achieve an amicable resolution for her concernsA Callback has been scheduled for August 21st, Our representative may be contacted directly by e-mail at [redacted]
Complaint: [redacted] I am rejecting this response because: I HAVE responded to Dells "offer" of troubleshooting I have spent countless hours on the phone with INDIA I DID accept the offer of an onsite technician to come here and troubleshoot That technician had NO instructions regarding troubleshooting And, Dell had provided him with the wrong part THIS system arrived on Dec31st The problem reported immediatelyI am fully aware of Dells Warranty (which I paid to extend by Four years) I am well within the initial days Again, I have responded to all emails sent to me I have been on the phone with INDIA and I did accept their offer of "troubleshooting and an onsite technician All of the above failed As for replacement systems, it is NOT the customers fault that Dell has provided me with defective Systems Again, the "form" emails sent to me have been responded to I did cooperate with the "troubleshooting" attempts, which failed I did agree to an onsite technician, which also failed I am entitled to what I paid for: A system that is new, and has no issues Dell is refusing to honor my Warranty and I will not accept numerous attempts to "fix" a brand new Computer The last "form - identical" email from INDIA was responded to by me telling that person to direct his further correspondence to my attorney I gave him my Attorneys contact information Prior to my complaint to the Revdex.com, INDIAs email to me was: "we will make no further attempts to follow up on your case" I strongly reject Dells remarks, and their solution of ENDLESS attempts to "troubleshoot" A HARDWARE MALFUNCTION Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Mr [redacted] expressed dissatisfaction with Dell’s responseHis assumptions about Dell and Dell processes are incorrect and contact attempts made have been from a senior level Dell representativeDell does not have a process in place by which a customer can be contacted by a Dell representative from a specific geographical location We regret any miscommunication which may have occurred and appreciate the feedback If Mr [redacted] has an issue with the financing or a promotion offered by Dell Financial Services (DFS), it would be necessary for him to contact them to discuss his issueDell representatives and DFS would be unable to alter the financial contract to include alterations or promotions and Dell will not be offering any concessions in this matter Our representative provided their contact information and will remain available to assist should Mr [redacted] have any additional questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Revdex.com Complaint ID: [redacted] Dear RevDex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] * [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has explained to the customer, while the tablet is still covered under the Dell Hardware Warranty, there is no Accidental Damage coverage included on the support contract The customer had not purchased the Accidental Damage Coverage, so unfortunately, and with all due respect, Dell is unable to authorize a free out-of-warranty repair on this tablet It is not fair to our paying customers who have purchased this additionally coverage; the Accidental Damage Contract That being said, ***, in the interest of customer satisfaction, has authorized a very generous discount to the customer if they would like to pay for the repair of the tablet At present, the customer has declined the offer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should change their mind and decide they would like to accept the offer The discount is valid until end of day, November 20, Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, no alterations have been/will be made to the final resolutionDell considers this matter closed Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I have spent two months in an attempt to resolve this issueWhile Dell sent me an external hard drive, it was not a good will gestureIt was done because every time the computer failed I lost all the data that I had on itThe external drive was intended to store the data so that after they attempt to fix it I can recover the lost dataThat was far from satisfactory because every time they made the change I had to spend many hours re-downloading the programs that were wiped outIn addition I lost many productive hour as I was tied up on the telephone with the techniciansI lost many hours downloading updates over and over againAll I ask is to be made wholeIf they do not want to extend the warranty, it probably portends that they must know that the fix is not permanent and the laptop will fail againI am not unreasonableWhen one purchases a new laptop, it is expected to arrive in working conditionDell is being extremely unreasonableMy years of loyalty to this company is obviously not important to them.On a few occasions, when I found it difficult to communicate, I have asked their call center to connect me to a USA call centerThey always refusedI am told that they were legally bound to comply with requests to switch me to a US call centerIt is obvious that Dell flouts the consumer laws in this case.I found the Dell rep who called in response to my complaint to be curt, rude and recalcitrantIf he did not intend to resolve the matter, the reason for his call to me was to basically tell me that I will not get any cooperationI am very disappointedIf Dell does not want to extend the warranty to put me in the position I would have been in had the laptop not been a lemon, then at a minimum they should give me a partial refund to reflect the fact that they sent me a defective laptopNew York State lemon laws support my positionI intend to dispute the charge for the entire laptop on my credit card Regards, [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 submissionA Dell representative, [redacted] 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 confirmed the customer has received their order Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @ [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: yes the person I spoke to on the telephone was obviously a low IQ winchThe women ignored the evidence I submitted of the promotional coupons on Dell's website listing 35% off all Dell home outlet itemsI attached two graphics showing Dell had a huge banner on the website on EVERY page including the order pages which I took screen shots of saying "calling all early birds, Save 35% on all Dell Outlet for Home items with code [redacted] Code expires in 19:35" It was good for hours minutes per the time stamp code in the banner.the coupon code was listed also in Dell's official coupon code center located at this address: [redacted] Additionally third party websites ran promotions at Dell's request with the 35% coupon code and additional discounts, documenting that on August 4th Dell in fact had the saleSee the third attached graphic "dell-outlet-discount- [redacted] .png" - [redacted] a partner of Dell, had the coupon there as well, indicating Dell placed the coupon and promotional details on the [redacted] site [redacted] , techbargins.com, topcashback.com, befrugal.com etc are amongst other sites the coupon was listed at.Two different sources confirmed the 35% coupon code I provided; Dell's own website, dell.com and [redacted] .com a partner of Dell's.Upon entering the coupon code I received an error message on the page listed in dell-discount2.png - saying "error: coupon code only valid for XPS and Inspiron systems." This is despite the code being advertised for Alienware, monitor, tablets, laptops, desktops and all other Dell Outlet (refurbished units) items.When I first received the code from Dell, it prompted me to pay my credit card off (American Express Blue-Sky) so I could order the laptop which would have been about $1200-They caused me to make huge money payments to free up enough moneyThen when I went to buy the item and on the final page of checkout, it did not work and the cost remained at $for the base unit and cost for extra warranty I was ordering.When Dell called me, they acted like they didn't even have a sale on August 4th 2016, and the women was deliberately indifferent to me and the issueShe side stepped the issue, trying to claim it wasn't even a Dell sale, but was a third party sale from another siteBut, the screen shots of Dell's website show otherwiseShe got angry with me when I emailed the screenshots she refused to acknowledge a second timeIt's my belief Dell falsely advertised, conned people into going to their website, and tried to sucker people into paying more once they got on the website, and they're refusing to acknowledge it here.I have the entire phone call with the women recorded but perhaps in a second response I will attach it upon fetching it off my cellphone CallRecorder appVery dissatisfied with this response because they refused to acknowledge or address the issue, and acted like I was incompetent and didn't present a valid case 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, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has spoken with the customer who has informed they did a Windows update and are now having tech issues with their system [redacted] explained to the customer that Dell did not push the Microsoft Windows update to her computer and he went on to explain that since the customer’s system has no warranty coverage, there will be a fee if the customer wishes Dell to repair the system for her [redacted] documents that the customer has declined to pay Dell for any assistance We certainly do apologize for any frustration this matter may have caused our customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in 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 Dell representative; [redacted] has assisted the customer with registering his Dell XPS Notebook he had purchased from Best Buy, with Dell [redacted] has authorized a Dell Depot Repair because the system currently is having a no power issue, making it not possible for Mr [redacted] to boot up the computer to participate in the trouble-shooting process The customer has agreed to work directly with [redacted] and agrees to the depot repair [redacted] will remain Mr [redacted] ’s point of contact until he has received the repaired system back from the depot Mr [redacted] has ***’s contact information should he need to contact her 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 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, [redacted] contacted the customer and apologized for the problemsThe representative authorized a return and followed up that credit has postedThe representative can be reached directly by email at [redacted] if the customer has any further concerns Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I spoke with the Advanced Resolution Group, [redacted] In response to my dissatisfaction in the manner in which he conducted our call, I sent the following email on June 7th 2016, which remains unansweredHe literally allowed for no discussion of the case at hand, and asked questions that demonstrated not even a most basic understanding of the complaintHe did however successfully regurgitate Dell's position, which I had already acknowledged an understanding of and why it was unacceptable in previous correspondence and in the complaint filed with the Revdex.com In our discussion I was extremely disappointed that my complaint letter was not read in fullThe questions you asked demonstrated that you had not been in full recognition of my complaintFor example, you asked if I was informed of a holdMy complaint informs the reader that I was aware of Dell's claim of a "liquid spill"You even asked what I was looking for, my complaint specifically outlines thisI had been told by Dell Representatives on the phone (feel free to read my case to see some of the individuals spoken with) and others that this matter would be investigated further, but the response I am now getting seems to indicate that you looked at a form where someone had checked off a box about liquid damage and decided to just regurgitate that determinationI wish to be sent details now of the spill that is claimed by DellPlease if possible show photography, what kind of liquid, and quantities measured and locationsThank youBesides Dell being unable to prove otherwise, the laptop's quality in craftsmanship was observed through the previous issues that Dell had to fix with this unitFor example, not long after purchase, the LCD would touch itself and became unusable! My issues are further substantiated through other users who have owned this model: [redacted] and countless others experiencing defects or craftsmanship issues in LCD, or other aspects of the unit during use (or even upon computer delivery)The replacement LCD Dell used to fix the touch screen malfunction in the display unit even immediately upon arrival showed issue, in fact, very noticeable backlight bleed which is very consistent with other user's experiencesThis had left me extremely disappointedThe assistance of Dell Support representatives saying contradicting things, such as an investigation being conducted, or that my photos would be reviewed (then others asking for them), further complicates this experience making it less than smoothAs a result, I was forced to escalate the case and will continue to do so until a fair resolution is made: ***,I have filed with the Revdex.com, you have left me no choice but to move forward with other options necessary to get a fair resolutionI did not under any circumstances spill liquid at any point on this LCDI have done nothing but take good care of the laptopIn addition, I have supplied photos to Dell that show the laptop in the condition prior to being sent, and there is no visible liquid on the screenI am extremely upset and disappointed in how this is being handledI don't know how you're going to make me want to buy a Dell ever again at this point and I will be sure to share this experience with othersIt was sitting on my desk when I went to turn it on, and it did not work upon turning it on when an hour before it worked perfectly fineI look forward to Revdex.com to assist in this matter.Thank you.As an entrepreneur and as an individual, I use my laptop daily for work purposesThis was my first Dell laptop, and I am finding it hard for me to consider Dell in the way things were handled from consumer support to the quality of the laptop itself and the honoring of a warrantyThis is spoken both as a consumer and a decision-maker for business purposesI am simply disheartened by the entire process and Dell's quality from day one, and I really wanted to love the computer because when it worked, it seemed nice, however as much as I tried to love it and take care of it, I was not taken care of.Of course, as a long time technology and computer user, I am aware that computers have a high rate of malfunction and failureHowever, what sets companies apart is the customer service and warranty support during the warranty coverage period However, I have never encountered such a determined and bogus effort to avoid providing warranty serviceThe good news for Dell is I do not consider this matter closed, and there is still opportunity for this matter to be resolvedI look forward to your assistance in this matter Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative followed up with the customer and confirmed the credit has posted to his Dell Financial accountThe representative also provided him the current balance of his accountIf the customer has any further questions she may contact the representative by emailing [redacted] @Dell.com Sincerely, Advanced Resolution Group [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 subsequently updated the customer that the refund has processed and she should see it reflected on her next monthly billing statement The customer may contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matterSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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 submissionA Dell representative, [redacted] 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 processed a refund for the customer’s inconvenience 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, This matter has been previously addressed, no alterations have been/will be made to the final resolutionDell has offered the customer the ability to return the system for credit with a prepaid shipping labelIf the customer would like to take advantage of the return offer we ask that he contact the representative by emailing [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback Dell records indicate a refund for $was posted to the customer’s Dell account on January 15, Since the date of the submission, a Dell representative contacted the customer to provide assistance and subsequently notified the customer that the refund has been processed We ask that he contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative continues to provide updates to the customerThe replacement TV is scheduled for delivery on 9/13/The representative will continue to maintain ownership until confirmed receiptSincerely, Advanced Resolution Group FID # [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 his computer repaired. We regret any dissatisfaction he may have experienced and appreciate the feedback provided.... Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, assisted with a service dispatch to repair the customer’s computer. Our representative provided his contact information should the customer need any follow up assistance. We ask that he contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc.
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has contacted the customer by phone to inform him the merchandise has been received by Dell and the full refund has been credited back to the customer’s original form of payment, his Visa Card [redacted] has also provided the customer with the credit memo as proof of the refund We are sorry to learn the merchandise purchased from Dell by the customer did not meet his needs More importantly, we apologize if the service and support received from us was disappointing; but then again we appreciate the matter being brought to our attention by the customer and the Revdex.com 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
A Dell representative is continuing to work with Ms [redacted] to achieve an amicable resolution for her concernsA Callback has been scheduled for August 21st, Our representative may be contacted directly by e-mail at [redacted]
Complaint: [redacted] I am rejecting this response because: I HAVE responded to Dells "offer" of troubleshooting I have spent countless hours on the phone with INDIA I DID accept the offer of an onsite technician to come here and troubleshoot That technician had NO instructions regarding troubleshooting And, Dell had provided him with the wrong part THIS system arrived on Dec31st The problem reported immediatelyI am fully aware of Dells Warranty (which I paid to extend by Four years) I am well within the initial days Again, I have responded to all emails sent to me I have been on the phone with INDIA and I did accept their offer of "troubleshooting and an onsite technician All of the above failed As for replacement systems, it is NOT the customers fault that Dell has provided me with defective Systems Again, the "form" emails sent to me have been responded to I did cooperate with the "troubleshooting" attempts, which failed I did agree to an onsite technician, which also failed I am entitled to what I paid for: A system that is new, and has no issues Dell is refusing to honor my Warranty and I will not accept numerous attempts to "fix" a brand new Computer The last "form - identical" email from INDIA was responded to by me telling that person to direct his further correspondence to my attorney I gave him my Attorneys contact information Prior to my complaint to the Revdex.com, INDIAs email to me was: "we will make no further attempts to follow up on your case" I strongly reject Dells remarks, and their solution of ENDLESS attempts to "troubleshoot" A HARDWARE MALFUNCTION Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Mr [redacted] expressed dissatisfaction with Dell’s responseHis assumptions about Dell and Dell processes are incorrect and contact attempts made have been from a senior level Dell representativeDell does not have a process in place by which a customer can be contacted by a Dell representative from a specific geographical location We regret any miscommunication which may have occurred and appreciate the feedback If Mr [redacted] has an issue with the financing or a promotion offered by Dell Financial Services (DFS), it would be necessary for him to contact them to discuss his issueDell representatives and DFS would be unable to alter the financial contract to include alterations or promotions and Dell will not be offering any concessions in this matter Our representative provided their contact information and will remain available to assist should Mr [redacted] have any additional questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Revdex.com Complaint ID: [redacted] Dear RevDex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] * [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has explained to the customer, while the tablet is still covered under the Dell Hardware Warranty, there is no Accidental Damage coverage included on the support contract The customer had not purchased the Accidental Damage Coverage, so unfortunately, and with all due respect, Dell is unable to authorize a free out-of-warranty repair on this tablet It is not fair to our paying customers who have purchased this additionally coverage; the Accidental Damage Contract That being said, ***, in the interest of customer satisfaction, has authorized a very generous discount to the customer if they would like to pay for the repair of the tablet At present, the customer has declined the offer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should change their mind and decide they would like to accept the offer The discount is valid until end of day, November 20, Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, no alterations have been/will be made to the final resolutionDell considers this matter closed Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I have spent two months in an attempt to resolve this issueWhile Dell sent me an external hard drive, it was not a good will gestureIt was done because every time the computer failed I lost all the data that I had on itThe external drive was intended to store the data so that after they attempt to fix it I can recover the lost dataThat was far from satisfactory because every time they made the change I had to spend many hours re-downloading the programs that were wiped outIn addition I lost many productive hour as I was tied up on the telephone with the techniciansI lost many hours downloading updates over and over againAll I ask is to be made wholeIf they do not want to extend the warranty, it probably portends that they must know that the fix is not permanent and the laptop will fail againI am not unreasonableWhen one purchases a new laptop, it is expected to arrive in working conditionDell is being extremely unreasonableMy years of loyalty to this company is obviously not important to them.On a few occasions, when I found it difficult to communicate, I have asked their call center to connect me to a USA call centerThey always refusedI am told that they were legally bound to comply with requests to switch me to a US call centerIt is obvious that Dell flouts the consumer laws in this case.I found the Dell rep who called in response to my complaint to be curt, rude and recalcitrantIf he did not intend to resolve the matter, the reason for his call to me was to basically tell me that I will not get any cooperationI am very disappointedIf Dell does not want to extend the warranty to put me in the position I would have been in had the laptop not been a lemon, then at a minimum they should give me a partial refund to reflect the fact that they sent me a defective laptopNew York State lemon laws support my positionI intend to dispute the charge for the entire laptop on my credit card Regards, [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 submissionA Dell representative, [redacted] 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 confirmed the customer has received their order Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @ [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: yes the person I spoke to on the telephone was obviously a low IQ winchThe women ignored the evidence I submitted of the promotional coupons on Dell's website listing 35% off all Dell home outlet itemsI attached two graphics showing Dell had a huge banner on the website on EVERY page including the order pages which I took screen shots of saying "calling all early birds, Save 35% on all Dell Outlet for Home items with code [redacted] Code expires in 19:35" It was good for hours minutes per the time stamp code in the banner.the coupon code was listed also in Dell's official coupon code center located at this address: [redacted] Additionally third party websites ran promotions at Dell's request with the 35% coupon code and additional discounts, documenting that on August 4th Dell in fact had the saleSee the third attached graphic "dell-outlet-discount- [redacted] .png" - [redacted] a partner of Dell, had the coupon there as well, indicating Dell placed the coupon and promotional details on the [redacted] site [redacted] , techbargins.com, topcashback.com, befrugal.com etc are amongst other sites the coupon was listed at.Two different sources confirmed the 35% coupon code I provided; Dell's own website, dell.com and [redacted] .com a partner of Dell's.Upon entering the coupon code I received an error message on the page listed in dell-discount2.png - saying "error: coupon code only valid for XPS and Inspiron systems." This is despite the code being advertised for Alienware, monitor, tablets, laptops, desktops and all other Dell Outlet (refurbished units) items.When I first received the code from Dell, it prompted me to pay my credit card off (American Express Blue-Sky) so I could order the laptop which would have been about $1200-They caused me to make huge money payments to free up enough moneyThen when I went to buy the item and on the final page of checkout, it did not work and the cost remained at $for the base unit and cost for extra warranty I was ordering.When Dell called me, they acted like they didn't even have a sale on August 4th 2016, and the women was deliberately indifferent to me and the issueShe side stepped the issue, trying to claim it wasn't even a Dell sale, but was a third party sale from another siteBut, the screen shots of Dell's website show otherwiseShe got angry with me when I emailed the screenshots she refused to acknowledge a second timeIt's my belief Dell falsely advertised, conned people into going to their website, and tried to sucker people into paying more once they got on the website, and they're refusing to acknowledge it here.I have the entire phone call with the women recorded but perhaps in a second response I will attach it upon fetching it off my cellphone CallRecorder appVery dissatisfied with this response because they refused to acknowledge or address the issue, and acted like I was incompetent and didn't present a valid case 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, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has spoken with the customer who has informed they did a Windows update and are now having tech issues with their system [redacted] explained to the customer that Dell did not push the Microsoft Windows update to her computer and he went on to explain that since the customer’s system has no warranty coverage, there will be a fee if the customer wishes Dell to repair the system for her [redacted] documents that the customer has declined to pay Dell for any assistance We certainly do apologize for any frustration this matter may have caused our customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in 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 Dell representative; [redacted] has assisted the customer with registering his Dell XPS Notebook he had purchased from Best Buy, with Dell [redacted] has authorized a Dell Depot Repair because the system currently is having a no power issue, making it not possible for Mr [redacted] to boot up the computer to participate in the trouble-shooting process The customer has agreed to work directly with [redacted] and agrees to the depot repair [redacted] will remain Mr [redacted] ’s point of contact until he has received the repaired system back from the depot Mr [redacted] has ***’s contact information should he need to contact her 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 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, [redacted] contacted the customer and apologized for the problemsThe representative authorized a return and followed up that credit has postedThe representative can be reached directly by email at [redacted] if the customer has any further concerns Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I spoke with the Advanced Resolution Group, [redacted] In response to my dissatisfaction in the manner in which he conducted our call, I sent the following email on June 7th 2016, which remains unansweredHe literally allowed for no discussion of the case at hand, and asked questions that demonstrated not even a most basic understanding of the complaintHe did however successfully regurgitate Dell's position, which I had already acknowledged an understanding of and why it was unacceptable in previous correspondence and in the complaint filed with the Revdex.com In our discussion I was extremely disappointed that my complaint letter was not read in fullThe questions you asked demonstrated that you had not been in full recognition of my complaintFor example, you asked if I was informed of a holdMy complaint informs the reader that I was aware of Dell's claim of a "liquid spill"You even asked what I was looking for, my complaint specifically outlines thisI had been told by Dell Representatives on the phone (feel free to read my case to see some of the individuals spoken with) and others that this matter would be investigated further, but the response I am now getting seems to indicate that you looked at a form where someone had checked off a box about liquid damage and decided to just regurgitate that determinationI wish to be sent details now of the spill that is claimed by DellPlease if possible show photography, what kind of liquid, and quantities measured and locationsThank youBesides Dell being unable to prove otherwise, the laptop's quality in craftsmanship was observed through the previous issues that Dell had to fix with this unitFor example, not long after purchase, the LCD would touch itself and became unusable! My issues are further substantiated through other users who have owned this model: [redacted] and countless others experiencing defects or craftsmanship issues in LCD, or other aspects of the unit during use (or even upon computer delivery)The replacement LCD Dell used to fix the touch screen malfunction in the display unit even immediately upon arrival showed issue, in fact, very noticeable backlight bleed which is very consistent with other user's experiencesThis had left me extremely disappointedThe assistance of Dell Support representatives saying contradicting things, such as an investigation being conducted, or that my photos would be reviewed (then others asking for them), further complicates this experience making it less than smoothAs a result, I was forced to escalate the case and will continue to do so until a fair resolution is made: ***,I have filed with the Revdex.com, you have left me no choice but to move forward with other options necessary to get a fair resolutionI did not under any circumstances spill liquid at any point on this LCDI have done nothing but take good care of the laptopIn addition, I have supplied photos to Dell that show the laptop in the condition prior to being sent, and there is no visible liquid on the screenI am extremely upset and disappointed in how this is being handledI don't know how you're going to make me want to buy a Dell ever again at this point and I will be sure to share this experience with othersIt was sitting on my desk when I went to turn it on, and it did not work upon turning it on when an hour before it worked perfectly fineI look forward to Revdex.com to assist in this matter.Thank you.As an entrepreneur and as an individual, I use my laptop daily for work purposesThis was my first Dell laptop, and I am finding it hard for me to consider Dell in the way things were handled from consumer support to the quality of the laptop itself and the honoring of a warrantyThis is spoken both as a consumer and a decision-maker for business purposesI am simply disheartened by the entire process and Dell's quality from day one, and I really wanted to love the computer because when it worked, it seemed nice, however as much as I tried to love it and take care of it, I was not taken care of.Of course, as a long time technology and computer user, I am aware that computers have a high rate of malfunction and failureHowever, what sets companies apart is the customer service and warranty support during the warranty coverage period However, I have never encountered such a determined and bogus effort to avoid providing warranty serviceThe good news for Dell is I do not consider this matter closed, and there is still opportunity for this matter to be resolvedI look forward to your assistance in this matter Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative followed up with the customer and confirmed the credit has posted to his Dell Financial accountThe representative also provided him the current balance of his accountIf the customer has any further questions she may contact the representative by emailing [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc