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 and explained the terms of the limited hardware warranty [redacted] As per the terms of the warranty, our representative issued a Depot service, which was completed on February 13, and the unit was delivered to Mr [redacted] on February 17, under FedEx Tracking number [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s limited hardware warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for delivery of a large TV order We regret any miscommunication which may have occurred and appreciate the feedback Dell will not instruct a carrier to leave a package at an address without a customer signature, as the carrier should have a “signature on file” from the recipient at the delivery address prior to leaving a shipment from Dell on a front porch or elsewhere without obtaining a signature from the customer or a neighbor Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative has requested that the customer contact him once she returns from vacation and provides an incident report which will be necessary for processing a refund We remain available to assist the customer and ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: I am rejecting this response because:DELL IS NOT SENDING ANY NOTIFICATION FROM DELL TO CLOSE CASE, THERE IS NO RETURN POSTAL AUTHORIZATION , ALSO NO BOX TO RETURN LAPTOP IN, CAN YOU HELP Regards, [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 records show that a credit for order# [redacted] has been posted to the original form of payment, which should reflect on her next billing statementOur representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be reached directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, 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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, [redacted] , contacted the customer apologized to the customer for the experienceThe representative assisted in getting the disputed amount resolved and a check has been issuedThe customer should receive the check in business days or lessPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [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 and provided assistance in processing the refund back to the promotional gift card The expiration date for the gift card cannot be adjusted due to a cancelled order and will remain the same as the expiration date that was originally communicated Our representative remains available to assist the customer and we ask that he contact the 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,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with communication and processing expectations for fees associated with out of warranty repairs We regret any miscommunication which may have occurred and appreciate the feedback Dell records indicate Mr [redacted] purchased his computer during and the warranty has expired Although it may be possible to reinstate warranty through Dell after it has expired, it would be a violation of Dell policy to provide warranty coverage for any technical issues which occurred while the warranty was expired Fee-based out of warranty support may be available depending on the age of the computer Since the date of the submission, a Dell representative contacted Mr*** Subsequently, Mr***’s account was refunded in full for the warranty extension which would not cover the out of warranty issue Our representative provided his contact information should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerOur records reflect that the gift card was refunded but follow up calls have not been returned to confirmWe also have escalated the credit refund which we will update once a resolution is in placeWe understand the customers frustration we are working diligently to resolve thisThe representative can be reached by email at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Today’s Date: 12/04/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, 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 confirmed the refund has been processedWe 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 or concerns in the matter 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 spoke to Ms [redacted] regarding her concernsOur representative explained the terms and conditions of sale and the limited hardware warranty After further review, our representative sent her documentation and software media for her Dell printerOur representative also explained to her that the PaperPort software does not come with her printer purchaseHer request for free PaperPort software 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 the Limited Hardware WarrantyOur 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: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:If they have “limited quantities on hand” (in actuality selling computers they don’t have the power supply for) that all take the same power supply why are they still advertising all those computers?Dell needs to held accountable 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 (bare minimum) to meI would like it noted that it took yet another full week for Dell to respond and a FULL DAYS to issue the full refund I requested for being overchargedThis refund only came after dozens of phone calls, emails and chat sessions with a documented history of unacceptable customer serviceI continue to believe Dell does not care for its customers and in no way deserves its current Revdex.com ratingI hope the Revdex.com reconsiders its current rating, lowers it to reflect a more accurate view to spur Dell into making the necessary future changes, and works with Dell to improve their practicesI also hope Dell takes this, along with all other complaints, as a sign to vastly overhaul their current systemThis is not a simple, isolated or minor issueIt took over two months for what should have taken one dayIn my opinion it is a systemic issue that has to be addressed from the ground upDell will not be getting my business at any point in the futureThat well has been irreparably poisoned; however, I hope they truly take my comments to heart and not treat future customers as poorly as I was treated Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I will accept this response after the refund process is actually completeOn Jan I received the following in an email from Dell rep: Thank you for your email and Please accept my sincere apologies for the delay causedYes we will go ahead and setup a refund for the tablets and I will keep you informed once its being processed.I have no level of comfort that this will be done timely therefore I will continue to keep this complaint openI have not seen or heard of anything else regarding the refund at this time 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 meThe only thing that was left unresolved which may fall outside this complaint was the poor customer service provided over the phoneAside from that I am happy with the laptop being fixed albeit after the original promise date agreed Regards, [redacted]
Dear Revdex.com,This case has been assigned to Global Escalation Management (GEM) for resolutionA Dell representative will contact Mr [redacted] and work with him to resolve his issues as reported in the complaintSincerely, Dell Advanced Resolution Team
Complaint: [redacted] I am rejecting this response because: First I would like to thank the Revdex.com for providing me a copy of the response from dellSecondly, I purchased the product AFTER I STARTED MY CONTRACT AND THE CONDITIONS OF THE CONTRACT WAS NOT EXPLAINED!!! Did not receive a copy there ofThirdly, I like how dell is not SIGNING a NAME JUST A NUMBERWHAT ARE THEY AFRAID OF?? I HAVE BEEN MORE THAN PATIENT WITH DELL HAVE OFFERED OTHER OPTIONS, NOW IT IS HARD BALL TIME! YOU ASKED FOR IT NOW YOU GOT IT!! THIS IS NOT RESOLVED 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 I would just like to note this first order went in June 1st Thanks to Revdex.com this only took from June to August to solve This was way better results than I was getting, but it does seem like a disconnect is happening at Dell This Regards, [redacted]
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 and informed him that the warranty expired on February 4th, Our representative also explained the terms and conditions of sale, limited hardware warranty, and return policy [redacted] [redacted] [redacted] Our representative offered fee based out of warranty service; however, Mr [redacted] wanted a replacement unit or a full refundHis request for replacement or refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by [redacted] A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative respectfully denied the customer’s request for a refund or n upgraded new system exchange; however, per the terms and conditions of the limited warranty, our representative offered the customer onsite service, depot service or a refurbished exchangeThe customer has not responded to subsequent contact attemptsOur representative remains available and may be contacted directly via email at [redacted] We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:As per the previous complaint, which was closed without allowing my comment, I still have a device that is not functioning properlyI was offered an exchange, and after much back and forth I was sent a "new" refurbished device of a different model numberUnfortunately, they insisted I have a 2-in-1, a device which clearly has issuesNow, less than weeks after receiving this new device, it is demonstrating the same display issues the first device began withI cannot switch from tablet to desktop mode without the screen either having lines all over it, or going blackThe only way to resolve it is to then close the device and restart itThis is for obvious reasons, unacceptableI called in, and while they graciously agreed to exchange it, I was told that I have to receive an identical exchange to the model they forced on me, totally different from the one I originally purchasedI spent nearly hours on the phone, and was told several different stories, none of which came to fruitionI am now also being told that the original device was never returned, per their UPS tracking id, but they sent me a new label and it was returned via FEDEX, and received over days agoAt this point, I want nothing but a refundPeriodIt's unacceptable to pay for a device, and have it not work for more than days in a row for monthsIt's a lemon, and they all have beenI really wanted to be satisfied with this replacement, but if it's already not working after days, the solution cannot possibly be to go without again, for solid weeks or more, to allow them to "repair" itOr to replace it with another 2-in-1, which at this point seems mootThere is a good reason they have so many refurbished ones in stock, they are faultyEven the repair facility told me they "can't isolate why but the motherboards all keep going bad"Inexcusable.I would like a full refundI'm done bargaining with Dell and my $ Regards, [redacted]
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 and explained the terms of the limited hardware warranty [redacted] As per the terms of the warranty, our representative issued a Depot service, which was completed on February 13, and the unit was delivered to Mr [redacted] on February 17, under FedEx Tracking number [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s limited hardware warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for delivery of a large TV order We regret any miscommunication which may have occurred and appreciate the feedback Dell will not instruct a carrier to leave a package at an address without a customer signature, as the carrier should have a “signature on file” from the recipient at the delivery address prior to leaving a shipment from Dell on a front porch or elsewhere without obtaining a signature from the customer or a neighbor Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative has requested that the customer contact him once she returns from vacation and provides an incident report which will be necessary for processing a refund We remain available to assist the customer and ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: I am rejecting this response because:DELL IS NOT SENDING ANY NOTIFICATION FROM DELL TO CLOSE CASE, THERE IS NO RETURN POSTAL AUTHORIZATION , ALSO NO BOX TO RETURN LAPTOP IN, CAN YOU HELP Regards, [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 records show that a credit for order# [redacted] has been posted to the original form of payment, which should reflect on her next billing statementOur representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be reached directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, 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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, [redacted] , contacted the customer apologized to the customer for the experienceThe representative assisted in getting the disputed amount resolved and a check has been issuedThe customer should receive the check in business days or lessPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [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 and provided assistance in processing the refund back to the promotional gift card The expiration date for the gift card cannot be adjusted due to a cancelled order and will remain the same as the expiration date that was originally communicated Our representative remains available to assist the customer and we ask that he contact the 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,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with communication and processing expectations for fees associated with out of warranty repairs We regret any miscommunication which may have occurred and appreciate the feedback Dell records indicate Mr [redacted] purchased his computer during and the warranty has expired Although it may be possible to reinstate warranty through Dell after it has expired, it would be a violation of Dell policy to provide warranty coverage for any technical issues which occurred while the warranty was expired Fee-based out of warranty support may be available depending on the age of the computer Since the date of the submission, a Dell representative contacted Mr*** Subsequently, Mr***’s account was refunded in full for the warranty extension which would not cover the out of warranty issue Our representative provided his contact information should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerOur records reflect that the gift card was refunded but follow up calls have not been returned to confirmWe also have escalated the credit refund which we will update once a resolution is in placeWe understand the customers frustration we are working diligently to resolve thisThe representative can be reached by email at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Today’s Date: 12/04/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, 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 confirmed the refund has been processedWe 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 or concerns in the matter 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 spoke to Ms [redacted] regarding her concernsOur representative explained the terms and conditions of sale and the limited hardware warranty After further review, our representative sent her documentation and software media for her Dell printerOur representative also explained to her that the PaperPort software does not come with her printer purchaseHer request for free PaperPort software 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 the Limited Hardware WarrantyOur 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: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:If they have “limited quantities on hand” (in actuality selling computers they don’t have the power supply for) that all take the same power supply why are they still advertising all those computers?Dell needs to held accountable 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 (bare minimum) to meI would like it noted that it took yet another full week for Dell to respond and a FULL DAYS to issue the full refund I requested for being overchargedThis refund only came after dozens of phone calls, emails and chat sessions with a documented history of unacceptable customer serviceI continue to believe Dell does not care for its customers and in no way deserves its current Revdex.com ratingI hope the Revdex.com reconsiders its current rating, lowers it to reflect a more accurate view to spur Dell into making the necessary future changes, and works with Dell to improve their practicesI also hope Dell takes this, along with all other complaints, as a sign to vastly overhaul their current systemThis is not a simple, isolated or minor issueIt took over two months for what should have taken one dayIn my opinion it is a systemic issue that has to be addressed from the ground upDell will not be getting my business at any point in the futureThat well has been irreparably poisoned; however, I hope they truly take my comments to heart and not treat future customers as poorly as I was treated Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I will accept this response after the refund process is actually completeOn Jan I received the following in an email from Dell rep: Thank you for your email and Please accept my sincere apologies for the delay causedYes we will go ahead and setup a refund for the tablets and I will keep you informed once its being processed.I have no level of comfort that this will be done timely therefore I will continue to keep this complaint openI have not seen or heard of anything else regarding the refund at this time 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 meThe only thing that was left unresolved which may fall outside this complaint was the poor customer service provided over the phoneAside from that I am happy with the laptop being fixed albeit after the original promise date agreed Regards, [redacted]
Dear Revdex.com,This case has been assigned to Global Escalation Management (GEM) for resolutionA Dell representative will contact Mr [redacted] and work with him to resolve his issues as reported in the complaintSincerely, Dell Advanced Resolution Team
Complaint: [redacted] I am rejecting this response because: First I would like to thank the Revdex.com for providing me a copy of the response from dellSecondly, I purchased the product AFTER I STARTED MY CONTRACT AND THE CONDITIONS OF THE CONTRACT WAS NOT EXPLAINED!!! Did not receive a copy there ofThirdly, I like how dell is not SIGNING a NAME JUST A NUMBERWHAT ARE THEY AFRAID OF?? I HAVE BEEN MORE THAN PATIENT WITH DELL HAVE OFFERED OTHER OPTIONS, NOW IT IS HARD BALL TIME! YOU ASKED FOR IT NOW YOU GOT IT!! THIS IS NOT RESOLVED 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 I would just like to note this first order went in June 1st Thanks to Revdex.com this only took from June to August to solve This was way better results than I was getting, but it does seem like a disconnect is happening at Dell This Regards, [redacted]
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 and informed him that the warranty expired on February 4th, Our representative also explained the terms and conditions of sale, limited hardware warranty, and return policy [redacted] [redacted] [redacted] Our representative offered fee based out of warranty service; however, Mr [redacted] wanted a replacement unit or a full refundHis request for replacement or refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by [redacted] A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative respectfully denied the customer’s request for a refund or n upgraded new system exchange; however, per the terms and conditions of the limited warranty, our representative offered the customer onsite service, depot service or a refurbished exchangeThe customer has not responded to subsequent contact attemptsOur representative remains available and may be contacted directly via email at [redacted] We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:As per the previous complaint, which was closed without allowing my comment, I still have a device that is not functioning properlyI was offered an exchange, and after much back and forth I was sent a "new" refurbished device of a different model numberUnfortunately, they insisted I have a 2-in-1, a device which clearly has issuesNow, less than weeks after receiving this new device, it is demonstrating the same display issues the first device began withI cannot switch from tablet to desktop mode without the screen either having lines all over it, or going blackThe only way to resolve it is to then close the device and restart itThis is for obvious reasons, unacceptableI called in, and while they graciously agreed to exchange it, I was told that I have to receive an identical exchange to the model they forced on me, totally different from the one I originally purchasedI spent nearly hours on the phone, and was told several different stories, none of which came to fruitionI am now also being told that the original device was never returned, per their UPS tracking id, but they sent me a new label and it was returned via FEDEX, and received over days agoAt this point, I want nothing but a refundPeriodIt's unacceptable to pay for a device, and have it not work for more than days in a row for monthsIt's a lemon, and they all have beenI really wanted to be satisfied with this replacement, but if it's already not working after days, the solution cannot possibly be to go without again, for solid weeks or more, to allow them to "repair" itOr to replace it with another 2-in-1, which at this point seems mootThere is a good reason they have so many refurbished ones in stock, they are faultyEven the repair facility told me they "can't isolate why but the motherboards all keep going bad"Inexcusable.I would like a full refundI'm done bargaining with Dell and my $ Regards, [redacted]