Complaint: [redacted] I am rejecting this response because:Dear Revdex.com,Thank you for supplying Dell's response complaintDell did reach out to me, I expressed my dissatisfaction and explained exactly why they should honor this promotionThe LG 75UJwas purchased through eBates.com which has a direct affiliate partnership with DellMeaning, eBates gets paid for referring customers to DellI filed a Revdex.com complaint on eBates as welleBates explained to me that their advertisements come directly from API pulls on their affiliate network which is 100% automated from Dell's marketing feedsI supplied a screenshot of this to Dell's representativeHe denied they have any partnership or relationship with eBates.com at all - which is clearly a lieBoth parties (Dell and eBates) are acting in bad faith by not honoring the promotion that both of them listedThis SAME TV is offered today at $cheaper than I purchased it for, and including a $promo eGiftcard, so clearly this promotion is commonThe Dell representative is also correct, I did call shortly after purchase asking for a price match, which resulted in that $credit and on that same call I asked the Dell representative if I'd get the promo eGiftcard for which I was promised upon purchase and she verified that I WOULD receive it within 2weeks of receipt of the TVTo date, I have not recv'd this promo gift cardAt this point, I'm NOT satisfied with Dell's response, especially because they're being deceptive about their relationship with this 3rd party (eBates)At this point I proposed a fair and amicable solution for all parties - I want Dell to send someone to pickup and RTV (return to vendor) the TVThey did not respond to this fair solution and for that reason the public should know that they're a bad actorAny company that stood behind their products/marketing practices would have no problem accepting a return so shortly after the purchase.Thank You, [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 a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during April, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative denied the refund request however, as the customer has an older model printer, our representative, for customer satisfaction reasons, offered to exchange the toner for toner that would work with a current Dell printer model which the customer could purchase from Dell The customer declined this option Should the customer reconsider and want to accept the representative’s offer, we 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
Dear Revdex.com, Our records indicate that the system has been returned and all the documentation has been receivedThe representative is currently working on getting the refund posted back to the original mode of paymentThe representative will maintain ownership and update the customers accordinglySincerely Advanced Resolution Group Incident [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Although Dell did send a tech to effect repairs, the computer is still non functionalThe original problem persistsIn order to power on the computer, you still must remove the battery from the computer, unplug it from electrical supply, then reinsert the battery, reconnect to electric supply and then turn on the computerThis should not be necessary to power the computerAdditionally, after the service, the fan is no longer operating, which causes the computer to overheatThe only issue resolved by the service tech was a screen flicker.Again, the problem is persistentThis is the 3rdrepair attemptThe computer initially failed within its' warranty periodThe problem is persistent and ongoingIt has never been successfully repaired despite repair attemptsIt is defective.Dell did send me an email after the last service inquiring about the repairI responded to the email from Dell and have informed them via email that the problem with the computer is ongoing and was not resolvedI have not received any response from Dell regarding this failed service attempt.I would like a resolution to this persistent problemThe computer failed within its' warranty periodThere have been unsuccessful repair attemptsThe computer has NOT been successfully repairedI have been dealing with this situation for monthsI purchased this computer new and expected it to function as promisedThis has not been the case Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:1. On time of purchase I was not provided with any product key in paperwork nore on the back of the system. According to Dell representative [redacted] , he denied to ship the Media Disk on my request until I contacted the executives.2. According to Dell technical support representative, [redacted] ( [redacted] _ [redacted] < [redacted] @dell.com>) who spent several hours on May 28, 2016 arround 15:00 PST via remote assistance on my PC, she stated that the Product Key could not be found on the motherboard due to unknown reason. She stated that this Product Key supposed to be injected into the motherboard of the PC on time of sale and it should be accesible at anytime when needed unless the motherboard is replaced or damaged. My motherboard was never replaced and never damaged, but the Product Key could not be found.3. I contacted the Microsoft Technical support aslo with the reference case: [redacted] . The Product Key was not found by the Microsoft Professional either.My consern that Dell is selling out their PCs without the Product Key at all, which is illegal. Dell cannot sell their computers and not provide with the license for the operating system.Dell cannot hire someone who cannot understand English to prevent their business from providing with suficient support.Dell must not sell PCs with installed on them pirated Operating Systems without Product Keys. Regards, [redacted]
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 on a promotional gift card 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 provide assistance Subsequently, our representative remained engaged until the customer’s gift card was refundedWe ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] It is not satisfactoryThe order was never fulfilledWhile the Dell Resolution team told me to keep waiting, because the laptop was stuck in manufacturing, I was contacted by a Dell sales repApparently they call customers who have submitted orders, but the order was never fulfilledAs it turned out, my order had gotten stuck between verification and submissionThe order NEVER made it to manufacturing at all!In order to get my computer I had to cancel the old order and submit a new one...and all too late to be of any use in my current classI love Dell products, but will tell everyone about the issues I had in case they ever decide to do business with Dell.Very disappointed[redacted] Regards, [redacted]
Dear Revdex.com, Our records indicate that a USB key has been authorized due to the rebuttalThe representative will follow up with shipping information for the customers’ records reference # DPS [redacted] Dell has provided the USB Key but would like to be make sure the customer understands this may not resolve the problem due to the accidental damage to the LCD screenThe customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been or will be made to the final resolutionPlease understand that this is a situation that necessitates adherence to Dell’s longstanding policies regarding Dell’s terms and conditions of saleSince the final resolution will remain unchanged, this response is being submitted sans customer contactIf there are additional questions or concerns regarding the stated issues, please contact [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have paperwork that suggests otherwiseThis Dell representative, instead of honoring what is clearly written in black and white, decided to go on a 'fishing expedition" to prove otherwiseAnd, even though all information that was requested from me was provided in a timely fashion, which cannot be said of this Dell representative, he continuously refused to accept that the error was made by Dell and that I, as a longtime customer, should not have to pay for what should be covered under the warranty I purchasedThis Dell representative was not only rude but his passive-aggressive and arrogant nature was of no real helpSince the beginning of our many conversations it was clear to me that this representative would not provide any real assistance with my complaint nor would he be willing to offer a reasonable compromiseIn fact, for your review I am attaching the email I received on January 30, DIRECTLY FROM DELL, that proves otherwiseThis email CLEARLY STATES that I purchased warranty service for months with an effective date of 12/1/for the Alienware laptop I am now having issues withThis email came directly from DELL and should be upheld by DELL Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative followed up with the customer that the credit dispute was accepted and the customer confirmed receiving the refundSincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Once again I do not hear from my assigned rep until they are about ready to respond to the BBB. There is usually a gap of 2 weeks or so when I hear nothing. The situation has not changed, Dell rep keeps promising the refund will be posted but Dell never follows through. Received a voicemail on Monday 11 April 2016 stating there was some "issues" and that's why the second tablet has not been refunded yet. Was told the refund would be issued and rep would keep me posted. I have heard this same promise since January so until I actually see what is promised I do not believe they will actually follow through. Regards, [redacted] ***
Dear RevDex.com I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer. Thank you for providing a copy of the submission. We 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 problems. The representative provided a coupon as a goodwill gesture to resolve and better improve customer relations. The representative can be reached directly by email at [redacted] . Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.
Dear RevDex.com, Thank you for providing a copy of the customer submission. The customer declined the assistance based on our representative’s geographical location. Should she reconsider and agree to troubleshoot, he may contact Dell’s technical support representatives at ###-###-####. Alternatively, should she want assistance from the representative assigned to assist with her submission, we ask that he contact the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by Ms. [redacted] . A Dell representative contacted Ms. [redacted] regarding her concerns. After further review, our representative processed a replacement unit. Our records show that the replacement... order# [redacted] was delivered on January 28th, 2016 under FedEx Tracking # [redacted] . Our representative also followed-up to confirm resolution. We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. We remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policies. Our 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.
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 confirmed a return for credit has been authorizedThe representative followed up and advised credit has posted and will reflect on his next billing statementPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission Since the date of our last response, a Dell representative, [redacted] , made multiple attempts by telephone and e-mail to contact the customer to discuss their concerns and, to date, there has been no response to the messages left by the representative Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dell representative, [redacted] will continue to be the customers’ point of contactThe representative authorized a new system exchange to be builtThe representative has confirmed delivery but the customer states still ongoing issuesIt seems extremely unusual for a customer to experience these types of issues on different systemsAt this time the representative will have shipping material sent to the customer so the depot can do extensive diagnostic testingDue to the nature of this account a final resolution has not yet been determinedWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com
Thank you for providing a copy of the customer submission A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolution The representative can be reached directly by email at [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] will reach back out to the Mr [redacted] as an exceptionDell will offer to bring the system into the depot for diagnosis if there is an issue found with the motherboard Dell will repair at no costIf any other issues are diagnosis those repairs will be at the customers’ expenseThe representative maybe reached by emailing [redacted] @Dell.comSincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because:Dear Revdex.com,Thank you for supplying Dell's response complaintDell did reach out to me, I expressed my dissatisfaction and explained exactly why they should honor this promotionThe LG 75UJwas purchased through eBates.com which has a direct affiliate partnership with DellMeaning, eBates gets paid for referring customers to DellI filed a Revdex.com complaint on eBates as welleBates explained to me that their advertisements come directly from API pulls on their affiliate network which is 100% automated from Dell's marketing feedsI supplied a screenshot of this to Dell's representativeHe denied they have any partnership or relationship with eBates.com at all - which is clearly a lieBoth parties (Dell and eBates) are acting in bad faith by not honoring the promotion that both of them listedThis SAME TV is offered today at $cheaper than I purchased it for, and including a $promo eGiftcard, so clearly this promotion is commonThe Dell representative is also correct, I did call shortly after purchase asking for a price match, which resulted in that $credit and on that same call I asked the Dell representative if I'd get the promo eGiftcard for which I was promised upon purchase and she verified that I WOULD receive it within 2weeks of receipt of the TVTo date, I have not recv'd this promo gift cardAt this point, I'm NOT satisfied with Dell's response, especially because they're being deceptive about their relationship with this 3rd party (eBates)At this point I proposed a fair and amicable solution for all parties - I want Dell to send someone to pickup and RTV (return to vendor) the TVThey did not respond to this fair solution and for that reason the public should know that they're a bad actorAny company that stood behind their products/marketing practices would have no problem accepting a return so shortly after the purchase.Thank You, [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 a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during April, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative denied the refund request however, as the customer has an older model printer, our representative, for customer satisfaction reasons, offered to exchange the toner for toner that would work with a current Dell printer model which the customer could purchase from Dell The customer declined this option Should the customer reconsider and want to accept the representative’s offer, we 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
Dear Revdex.com, Our records indicate that the system has been returned and all the documentation has been receivedThe representative is currently working on getting the refund posted back to the original mode of paymentThe representative will maintain ownership and update the customers accordinglySincerely Advanced Resolution Group Incident [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Although Dell did send a tech to effect repairs, the computer is still non functionalThe original problem persistsIn order to power on the computer, you still must remove the battery from the computer, unplug it from electrical supply, then reinsert the battery, reconnect to electric supply and then turn on the computerThis should not be necessary to power the computerAdditionally, after the service, the fan is no longer operating, which causes the computer to overheatThe only issue resolved by the service tech was a screen flicker.Again, the problem is persistentThis is the 3rdrepair attemptThe computer initially failed within its' warranty periodThe problem is persistent and ongoingIt has never been successfully repaired despite repair attemptsIt is defective.Dell did send me an email after the last service inquiring about the repairI responded to the email from Dell and have informed them via email that the problem with the computer is ongoing and was not resolvedI have not received any response from Dell regarding this failed service attempt.I would like a resolution to this persistent problemThe computer failed within its' warranty periodThere have been unsuccessful repair attemptsThe computer has NOT been successfully repairedI have been dealing with this situation for monthsI purchased this computer new and expected it to function as promisedThis has not been the case Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:1. On time of purchase I was not provided with any product key in paperwork nore on the back of the system. According to Dell representative [redacted] , he denied to ship the Media Disk on my request until I contacted the executives.2. According to Dell technical support representative, [redacted] ( [redacted] _ [redacted] < [redacted] @dell.com>) who spent several hours on May 28, 2016 arround 15:00 PST via remote assistance on my PC, she stated that the Product Key could not be found on the motherboard due to unknown reason. She stated that this Product Key supposed to be injected into the motherboard of the PC on time of sale and it should be accesible at anytime when needed unless the motherboard is replaced or damaged. My motherboard was never replaced and never damaged, but the Product Key could not be found.3. I contacted the Microsoft Technical support aslo with the reference case: [redacted] . The Product Key was not found by the Microsoft Professional either.My consern that Dell is selling out their PCs without the Product Key at all, which is illegal. Dell cannot sell their computers and not provide with the license for the operating system.Dell cannot hire someone who cannot understand English to prevent their business from providing with suficient support.Dell must not sell PCs with installed on them pirated Operating Systems without Product Keys. Regards, [redacted]
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 on a promotional gift card 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 provide assistance Subsequently, our representative remained engaged until the customer’s gift card was refundedWe ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] It is not satisfactoryThe order was never fulfilledWhile the Dell Resolution team told me to keep waiting, because the laptop was stuck in manufacturing, I was contacted by a Dell sales repApparently they call customers who have submitted orders, but the order was never fulfilledAs it turned out, my order had gotten stuck between verification and submissionThe order NEVER made it to manufacturing at all!In order to get my computer I had to cancel the old order and submit a new one...and all too late to be of any use in my current classI love Dell products, but will tell everyone about the issues I had in case they ever decide to do business with Dell.Very disappointed[redacted] Regards, [redacted]
Dear Revdex.com, Our records indicate that a USB key has been authorized due to the rebuttalThe representative will follow up with shipping information for the customers’ records reference # DPS [redacted] Dell has provided the USB Key but would like to be make sure the customer understands this may not resolve the problem due to the accidental damage to the LCD screenThe customer may reach the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been or will be made to the final resolutionPlease understand that this is a situation that necessitates adherence to Dell’s longstanding policies regarding Dell’s terms and conditions of saleSince the final resolution will remain unchanged, this response is being submitted sans customer contactIf there are additional questions or concerns regarding the stated issues, please contact [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have paperwork that suggests otherwiseThis Dell representative, instead of honoring what is clearly written in black and white, decided to go on a 'fishing expedition" to prove otherwiseAnd, even though all information that was requested from me was provided in a timely fashion, which cannot be said of this Dell representative, he continuously refused to accept that the error was made by Dell and that I, as a longtime customer, should not have to pay for what should be covered under the warranty I purchasedThis Dell representative was not only rude but his passive-aggressive and arrogant nature was of no real helpSince the beginning of our many conversations it was clear to me that this representative would not provide any real assistance with my complaint nor would he be willing to offer a reasonable compromiseIn fact, for your review I am attaching the email I received on January 30, DIRECTLY FROM DELL, that proves otherwiseThis email CLEARLY STATES that I purchased warranty service for months with an effective date of 12/1/for the Alienware laptop I am now having issues withThis email came directly from DELL and should be upheld by DELL Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative followed up with the customer that the credit dispute was accepted and the customer confirmed receiving the refundSincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Once again I do not hear from my assigned rep until they are about ready to respond to the BBB. There is usually a gap of 2 weeks or so when I hear nothing. The situation has not changed, Dell rep keeps promising the refund will be posted but Dell never follows through. Received a voicemail on Monday 11 April 2016 stating there was some "issues" and that's why the second tablet has not been refunded yet. Was told the refund would be issued and rep would keep me posted. I have heard this same promise since January so until I actually see what is promised I do not believe they will actually follow through. Regards, [redacted] ***
Dear RevDex.com I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer. Thank you for providing a copy of the submission. We 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 problems. The representative provided a coupon as a goodwill gesture to resolve and better improve customer relations. The representative can be reached directly by email at [redacted] . Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.
Dear RevDex.com, Thank you for providing a copy of the customer submission. The customer declined the assistance based on our representative’s geographical location. Should she reconsider and agree to troubleshoot, he may contact Dell’s technical support representatives at ###-###-####. Alternatively, should she want assistance from the representative assigned to assist with her submission, we ask that he contact the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc.
Dear RevDex.com, Thank you for the opportunity to address the correspondence submitted by Ms. [redacted] . A Dell representative contacted Ms. [redacted] regarding her concerns. After further review, our representative processed a replacement unit. Our records show that the replacement... order# [redacted] was delivered on January 28th, 2016 under FedEx Tracking # [redacted] . Our representative also followed-up to confirm resolution. We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience. We remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policies. Our 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.
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 confirmed a return for credit has been authorizedThe representative followed up and advised credit has posted and will reflect on his next billing statementPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission Since the date of our last response, a Dell representative, [redacted] , made multiple attempts by telephone and e-mail to contact the customer to discuss their concerns and, to date, there has been no response to the messages left by the representative Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dell representative, [redacted] will continue to be the customers’ point of contactThe representative authorized a new system exchange to be builtThe representative has confirmed delivery but the customer states still ongoing issuesIt seems extremely unusual for a customer to experience these types of issues on different systemsAt this time the representative will have shipping material sent to the customer so the depot can do extensive diagnostic testingDue to the nature of this account a final resolution has not yet been determinedWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com
Thank you for providing a copy of the customer submission A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolution The representative can be reached directly by email at [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] will reach back out to the Mr [redacted] as an exceptionDell will offer to bring the system into the depot for diagnosis if there is an issue found with the motherboard Dell will repair at no costIf any other issues are diagnosis those repairs will be at the customers’ expenseThe representative maybe reached by emailing [redacted] @Dell.comSincerely, Advanced Resolution Group FID # [redacted] Dell