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
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 submissionWe certainly do apologize to our customer for any frustration or inconvenience this matter may have caused him, regarding the order placed for his daughters Our records indicate Order Number [redacted] was placed for one Inspiron Notebook computer The customer had used his Dell Preferred Account as payment and the total of that order was $ The Dell representative; [redacted] has made numerous attempts to reach the customer by phone or email to discuss this matter with him, but [redacted] was unable to connect with the customer Please have the customer contact our representative directly by email at ***_ [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
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 authorized a new replacement monitor shipped to the customer in order to resolve the problems the customer was having with the original The replacement monitor was delivered on Wednesday, 07/20/by Federal Express and the customer has confirmed receipt We certainly apologize for any frustration this matter may have been for our customer We appreciate the Revdex.com and the customer for bringing the matter to our attention 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 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.
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 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell computer purchase from a third party We regret any miscommunication which may have occurred and appreciate the feedback Dell may produce a computer with only a single operating system, per our licensing agreement with Microsoft, which owns the licensing for the operating system software At Microsoft’s sole discretion, an upgrade may be offered, such as an upgrade to Windows 10, however Dell would be unable to offer a second operating system at the point of sale Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and clarify our agreement regarding the operating system The customer indicated he had returned the computer to the third party for a refund and requested a concession in this matter, which our representative denied We ask that the customer 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,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
Complaint: [redacted] I am rejecting this response because: This refund was owed to me about THREE months ago I made THIRTY TWO calls to dell to rectify this issue, and I was pushed off again and again In addition, even the NAMED representative on this communication told me outright that I'm NOT due for a refund, since the request for a refund period has expired! Only when I fetched OLD emails that was sent to me (two of them from him directly), indicating that I WAS already guaranteed that refund (obviously proving my previous requests), AND only AFTER putting another Dell Repon a three way call stating the same, ONLY them did the Dell Rep ( [redacted] ) agree to take care of this matter.As such, I feel betrayed! I've been a customer of Dell for over years, having ONLY bought Dell computers AFTER making phone calls (encompassing over hours+), shall I feel that this issue has been rectified? Shouldn't I at least receive an apology from Dell for the HOURS and AGREVEATION this entailed? Due I deserve at leased to receive a HEFTY amount in compensation for the HOURS invested for something totally due to Dell's fault? Could Dell at least compensate me in the form of a Coupon or other Monetary form, towards an upcoming computer purchase, to make good on a mess created BY THEM beyond the norm?I truly hope that understanding and customer service will prevail I'm expecting a response shortly in rectification to this matter and some form of compensation, as stated.Have a great day; [redacted]
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
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]
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 replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, Dell processed exchange dispatches which have been delayed by processing issues and changing product components with the Alienware models The customer has since been sent a replacement computer with upgrades and newer components and a warranty which will now expire on May 31, Upon follow up, the customer told our representative that the replacement computer appears to be functioning properly We remain available to assist the customer and ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, 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
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 processed a refund for the customer that will reflect on her 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 Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Dell records indicate Dell representative [redacted] after troubleshooting with the customer all signs indicate a virusThe representative is waiting for the customer to follow up with Dell once data is backed upWe ask that the customer contact the representative by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I attached an email response from [redacted] which is conflicting to the response shown on the Revdex.com information I have also attached a copy the receipt I got when I ordered the computer Mr [redacted] told me they were unable to verify the detail of the charges due to this issue being too old It is not my fault this issue has drug on so long This is why I went to the Revdex.com in the first place because Dell could not give me proof of the details they are charging me for I took it upon myself to provide Dell with the details which clearly shows the cost of the purchase of my laptop And they are still denying the fact that they fraudulently charged me for charges that were unauthorized There response is, it must of been some accessories that I purchased You can clearly see on my receipt from Dell there are NO accessories on my order I can't believe they are costing so much of my time and Dell's resources for a measly $320.00, which is pennies to Dell and not rectifying this issue to satisfy a loyal customer Now they will probably sent this to collections and affect my credit but at this point my dignity and integrity have more value to me than giving in and paying what is not rightfully mine! I guess customer service does not matter to Dell Well I will tell you something, Dell has lost out on over $60,of a purchase due to this poor judgement on Dells part! I had my organization convinced that Dell was the best and we should order all of our products through Dell Because of this poor judgement my organization ordered all new computers, monitors, printers, scanners, and laptops from another source because I told them how you have treated me and they did not want the same thing to happen to them You will be losing a lot more business in the future because I will never order from Dell again and my organization will never order from Dell again either 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 somewhat okay with me Dell would not give a satisfactory warranty on the new computer stating no warrantyThis is not right, dell should honor the day new replacement if this one goes bad in the days, nor would they state a year warranty that is stated when you buySince the first computer had hard drive crashes in months, I am hoping this one lasts Dell should be forced to explain to people buying from stores that the day replacement is only good from the time dell ships to the store, if you purchase the computer days after the shipment you have a slim chance for a new replacement since the days have expired, that is what happened in our case Dell should not be allowed to tell the consumer business days, then add another business days, then add another business days then never tell you what the status is then tell you that you have to wait again until they find the parts and build another, this is very poor business I am just glad this is over 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 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
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 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
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 submissionWe certainly do apologize to our customer for any frustration or inconvenience this matter may have caused him, regarding the order placed for his daughters Our records indicate Order Number [redacted] was placed for one Inspiron Notebook computer The customer had used his Dell Preferred Account as payment and the total of that order was $ The Dell representative; [redacted] has made numerous attempts to reach the customer by phone or email to discuss this matter with him, but [redacted] was unable to connect with the customer Please have the customer contact our representative directly by email at ***_ [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
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 authorized a new replacement monitor shipped to the customer in order to resolve the problems the customer was having with the original The replacement monitor was delivered on Wednesday, 07/20/by Federal Express and the customer has confirmed receipt We certainly apologize for any frustration this matter may have been for our customer We appreciate the Revdex.com and the customer for bringing the matter to our attention 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 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.
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 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell computer purchase from a third party We regret any miscommunication which may have occurred and appreciate the feedback Dell may produce a computer with only a single operating system, per our licensing agreement with Microsoft, which owns the licensing for the operating system software At Microsoft’s sole discretion, an upgrade may be offered, such as an upgrade to Windows 10, however Dell would be unable to offer a second operating system at the point of sale Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and clarify our agreement regarding the operating system The customer indicated he had returned the computer to the third party for a refund and requested a concession in this matter, which our representative denied We ask that the customer 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,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
Complaint: [redacted] I am rejecting this response because: This refund was owed to me about THREE months ago I made THIRTY TWO calls to dell to rectify this issue, and I was pushed off again and again In addition, even the NAMED representative on this communication told me outright that I'm NOT due for a refund, since the request for a refund period has expired! Only when I fetched OLD emails that was sent to me (two of them from him directly), indicating that I WAS already guaranteed that refund (obviously proving my previous requests), AND only AFTER putting another Dell Repon a three way call stating the same, ONLY them did the Dell Rep ( [redacted] ) agree to take care of this matter.As such, I feel betrayed! I've been a customer of Dell for over years, having ONLY bought Dell computers AFTER making phone calls (encompassing over hours+), shall I feel that this issue has been rectified? Shouldn't I at least receive an apology from Dell for the HOURS and AGREVEATION this entailed? Due I deserve at leased to receive a HEFTY amount in compensation for the HOURS invested for something totally due to Dell's fault? Could Dell at least compensate me in the form of a Coupon or other Monetary form, towards an upcoming computer purchase, to make good on a mess created BY THEM beyond the norm?I truly hope that understanding and customer service will prevail I'm expecting a response shortly in rectification to this matter and some form of compensation, as stated.Have a great day; [redacted]
Our representative has reached out to Ms***, however; she has not replied
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
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]
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 replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, Dell processed exchange dispatches which have been delayed by processing issues and changing product components with the Alienware models The customer has since been sent a replacement computer with upgrades and newer components and a warranty which will now expire on May 31, Upon follow up, the customer told our representative that the replacement computer appears to be functioning properly We remain available to assist the customer and ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, 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
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 processed a refund for the customer that will reflect on her 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 Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Dell records indicate Dell representative [redacted] after troubleshooting with the customer all signs indicate a virusThe representative is waiting for the customer to follow up with Dell once data is backed upWe ask that the customer contact the representative by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I attached an email response from [redacted] which is conflicting to the response shown on the Revdex.com information I have also attached a copy the receipt I got when I ordered the computer Mr [redacted] told me they were unable to verify the detail of the charges due to this issue being too old It is not my fault this issue has drug on so long This is why I went to the Revdex.com in the first place because Dell could not give me proof of the details they are charging me for I took it upon myself to provide Dell with the details which clearly shows the cost of the purchase of my laptop And they are still denying the fact that they fraudulently charged me for charges that were unauthorized There response is, it must of been some accessories that I purchased You can clearly see on my receipt from Dell there are NO accessories on my order I can't believe they are costing so much of my time and Dell's resources for a measly $320.00, which is pennies to Dell and not rectifying this issue to satisfy a loyal customer Now they will probably sent this to collections and affect my credit but at this point my dignity and integrity have more value to me than giving in and paying what is not rightfully mine! I guess customer service does not matter to Dell Well I will tell you something, Dell has lost out on over $60,of a purchase due to this poor judgement on Dells part! I had my organization convinced that Dell was the best and we should order all of our products through Dell Because of this poor judgement my organization ordered all new computers, monitors, printers, scanners, and laptops from another source because I told them how you have treated me and they did not want the same thing to happen to them You will be losing a lot more business in the future because I will never order from Dell again and my organization will never order from Dell again either 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 somewhat okay with me Dell would not give a satisfactory warranty on the new computer stating no warrantyThis is not right, dell should honor the day new replacement if this one goes bad in the days, nor would they state a year warranty that is stated when you buySince the first computer had hard drive crashes in months, I am hoping this one lasts Dell should be forced to explain to people buying from stores that the day replacement is only good from the time dell ships to the store, if you purchase the computer days after the shipment you have a slim chance for a new replacement since the days have expired, that is what happened in our case Dell should not be allowed to tell the consumer business days, then add another business days, then add another business days then never tell you what the status is then tell you that you have to wait again until they find the parts and build another, this is very poor business I am just glad this is over 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 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
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]