Complaint: ***
I am rejecting this response because: I tried to call Monday as per my e-mail to Dell's Rep., but could not get thru Additionally, I tried to plug in USB Speakers to which the computer should have easily detected but the Drivers apparently are not in Windows loaded on the computer...nor are they on the Dell Website I still have not received the Dell Warranty which I saw during Set-up It continues to be unavailable.I will (hook up the All-in-one printer again today, as well as the USB Speakers) and call Dell's assigned Representative again today to see if I can get thru, and to see if these issues can be resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me based on the following condition: Per the email sent to me by the Dell representative that a full purchase refund will be processed and posted to my account within days of receipt of the returned laptop which is expected to be delivered to Dell on 4/11/per UPS tracking
Regards,
*** ***
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 full refund 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 provide assistance The representative determined that there was a chargeback from the customer’s credit card issuing bank and Dell does not have the customer’s funds Our representative requested that the customer contact his bank for the refund The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative worked with our account verification team to resolve the matterAs a onetime
goodwill gesture and in the interest of customer satisfaction, a partial account credit has been processedWe regret any dissatisfaction she have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case.
Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Dell is SUPPOSED to provide one copy of recovery media with it's computer purchases. The computer is not working, therefor, can not created recovery mediaThis is typical lowlife Dell trying to AGAIN ripoff customers and treat them like unvalued garbageThis is why they're sales are downThey stopped including media in a pathetic plan to try and extract more revenue from their customers with ripoff overpriced "support services" Disgusting
Regards,
*** ***
Complaint: ***
I am rejecting this response because: First of all, there are more lies in this responseRep sent me an email on Friday and said he would call me "tomorrow" which never happenedI sent multiple emails and received no responsesRep called yesterday and I called back IMMEDIATELYFor the record, I prefer email communication because there is no documented proof about what is "discussed" over the phoneAt least in an email I can prove what Dell has said to me. The Rep said that I did not provide an order number for the questioned $22.47, but I didSo on the phone last night I specifically provided the number as well as a heads up that because they dragged their feet my promo has expired and there is a balance owed on my credit which will cause Dell to try to charge me for the interest accrued over the past six month or moreI notified *** MANI that I will NOT be paying any such interest because the balance left on my credit is the $that Dell is responsible forHe informed me that he was contacting the financial services to let them know not to add interest to my account. My emails constantly go unanswered and when I do get a response from Dell I can assure you that they never even read the emails I sentThe information they say they are "missing" is CLEARLY shown in the emails...more than onceIt takes longer than weeks for dell to contact me each timeThey only respond to me when they need to respond to the Revdex.com case.I will only accept their response when my account is zero $ as they have said they would doUntil that time, I refuse to close this caseThey have made several promises and made several statementsI do not expect that to change now
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Dell delivered a replacement and extended the warranty
Regards,
*** ***-***
Complaint: ***
I am rejecting this response because: the referenced policies pertain to the warranty on the laptop itself, not the update which caused the hardware failure It is not acceptable for a company to produce and recommend a software update that causes hardware failure, knowingly or unknowingly
Regards,
*** ***
Today’s Date: 03/04/2016 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, *** * ***, to address the contents of their correspondenceAt
this time the agent has taken the customers feedback and apologized for the address error on behalf of the sales agent. The address has been correctedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:
I want them to see what a crappy job their techs do>>>>>A good company would want that for quality control but I guess there is no integrity with Dell anymore and I will no longer spend the thousands of dollars every year I do with Dell>>>>>I will shop elsewhere>>>>thanks for nothing>>>I hope it was worth it to Dell to lose a loyal long time customer over such a simple fix
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Customer expressed dissatisfaction with Dell service and support and wants a no-cost repairWe regret any dissatisfaction customer may have experienced and appreciate the
feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the terms and conditions of the limited hardware warranty, located at www.Dell.com/WarrantyWe’ve also reviewed the pictures of the damage and verified that the damage is not covered by the limited hardware warrantyTheir request for a no-cost repair was respectfully deniedPlease note, our representative offered fee-based repair; however, customer declined the offerWe remain ready to assist within the terms of Dell’s limited hardware warranty and our other policiesShould Ms*** have any additional concerns, she 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.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not what I think is appropriate, however I will accept it because it is better than nothingI am disappointed in Dell' s handling of this situationTheir computer was clearly defective and I expected a business of their reputation to take responsibilityThank you
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr** *** ***Customer expressed dissatisfaction with Dell service and support and wants a partial credit related to order number ***We regret any dissatisfaction they may have
experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. The representative worked with the order verification department to resolve this matterIn the interest of customer satisfaction, a partial account credit has been posted to the original form of paymentOur representative also followwith the customer to confirm resolutionShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.*** or for online assistance at www.***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Complaint: ***
I am rejecting this response because: as I have previously stated, I will not work with this specific representative because of his rude attitude and unwillingness to helpPlease ask Dell to assign a new representative
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The problem arose because Dell charged me for a product key they didn't send me I don't recall seeing any notifications about Microsoft Office at all when I first started the computer Once again, you can't charge someone for something, not send it, and then blame the customer.
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer received fee based software support due to the customer did not have a current hardware warrantyAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting *** or for online assistance at ***Sincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because: Please re-read my complaint since it has fallen on deaf ears or not understood because Dell’s “senior” highest point of contact representatives are not American, all I spoke with are in IndiaDell is selling defective laptops that they know have problemsThis has been documented far and wide by Dell’s own technicians on Dell forums and all over the internetSelling me a lemon “premium” laptop and then placing the onus on the customer to waste countless hours troubleshooting a known issue, while dealing with ignorant technician after technician only to waste more of my time and not replacing the unit with a brand new non-defective laptop is unacceptable, nefarious and criminal Dell should be ashamed of themselves along with representing themselves as an American companyALL of my correspondence with Dells representatives were located in IndiaNot one native English speaking A highly misleading company and a complete lack of care, respect or concern for their customers Dell representative *** *** *** Dell | Advanced Resolution Group Phone +* *** *** *** *** *** callously and defiantly stated, “this will go nowhere, and we will not offer to replace your defective computer, all communications will simply come back to our “Advanced” escalation team in India”. Dell is a shameful company ripping off countless customers selling lemons and electing not to replace them
Regards,
*** ***
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 As
Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific location Since the date of the submission, a Dell representative contacted the customer to provide assistance The customer requested a system exchange which was denied however a service dispatch has since been processed to have a technician replace the wireless card to resolve the connectivity issue Our representative attempted to follow up with the customer however to date, there has been no response to the follow up contact attempts We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s subsequent follsubmission Customer stated his issue is not resolved Dell records indicate, for customer satisfaction reasons, Dell sent the customer a box to return his computer to Dell’s Depot Repair facilities on January 13, 2016, in order to resolve the customer’s technical issues Since that date, our representative has attempted multiple times to contact the customer by telephone and e-mail and, to date, there has been no response by the customer to the messages left during the follow up contact attempts Per the FedEx site for the tracking number provided by Dell to send the computer to Dell’s Repair facility, the customer sent the computer for repairs on February 2, 2016, and it is still in transit Following repairs and the return of the computer to the customer, he may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show that the replacement TV order# *** was delivered to Mr*** on August 24,
under Pilot Shipment Tracking# ***Furthermore, the original damaged TV was delivered to our receiving on October 25, under UPS Tracking# ***Our representative also followwith Mr*** to confirm resolutionHis request for compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I tried to call Monday as per my e-mail to Dell's Rep., but could not get thru Additionally, I tried to plug in USB Speakers to which the computer should have easily detected but the Drivers apparently are not in Windows loaded on the computer...nor are they on the Dell Website I still have not received the Dell Warranty which I saw during Set-up It continues to be unavailable.I will (hook up the All-in-one printer again today, as well as the USB Speakers) and call Dell's assigned Representative again today to see if I can get thru, and to see if these issues can be resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me based on the following condition: Per the email sent to me by the Dell representative that a full purchase refund will be processed and posted to my account within days of receipt of the returned laptop which is expected to be delivered to Dell on 4/11/per UPS tracking
Regards,
*** ***
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 full refund 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 provide assistance The representative determined that there was a chargeback from the customer’s credit card issuing bank and Dell does not have the customer’s funds Our representative requested that the customer contact his bank for the refund The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative worked with our account verification team to resolve the matterAs a onetime
goodwill gesture and in the interest of customer satisfaction, a partial account credit has been processedWe regret any dissatisfaction she have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case.
Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Dell is SUPPOSED to provide one copy of recovery media with it's computer purchases. The computer is not working, therefor, can not created recovery mediaThis is typical lowlife Dell trying to AGAIN ripoff customers and treat them like unvalued garbageThis is why they're sales are downThey stopped including media in a pathetic plan to try and extract more revenue from their customers with ripoff overpriced "support services" Disgusting
Regards,
*** ***
Complaint: ***
I am rejecting this response because: First of all, there are more lies in this responseRep sent me an email on Friday and said he would call me "tomorrow" which never happenedI sent multiple emails and received no responsesRep called yesterday and I called back IMMEDIATELYFor the record, I prefer email communication because there is no documented proof about what is "discussed" over the phoneAt least in an email I can prove what Dell has said to me. The Rep said that I did not provide an order number for the questioned $22.47, but I didSo on the phone last night I specifically provided the number as well as a heads up that because they dragged their feet my promo has expired and there is a balance owed on my credit which will cause Dell to try to charge me for the interest accrued over the past six month or moreI notified *** MANI that I will NOT be paying any such interest because the balance left on my credit is the $that Dell is responsible forHe informed me that he was contacting the financial services to let them know not to add interest to my account. My emails constantly go unanswered and when I do get a response from Dell I can assure you that they never even read the emails I sentThe information they say they are "missing" is CLEARLY shown in the emails...more than onceIt takes longer than weeks for dell to contact me each timeThey only respond to me when they need to respond to the Revdex.com case.I will only accept their response when my account is zero $ as they have said they would doUntil that time, I refuse to close this caseThey have made several promises and made several statementsI do not expect that to change now
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Dell delivered a replacement and extended the warranty
Regards,
*** ***-***
Complaint: ***
I am rejecting this response because: the referenced policies pertain to the warranty on the laptop itself, not the update which caused the hardware failure It is not acceptable for a company to produce and recommend a software update that causes hardware failure, knowingly or unknowingly
Regards,
*** ***
Today’s Date: 03/04/2016 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, *** * ***, to address the contents of their correspondenceAt
this time the agent has taken the customers feedback and apologized for the address error on behalf of the sales agent. The address has been correctedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:
I want them to see what a crappy job their techs do>>>>>A good company would want that for quality control but I guess there is no integrity with Dell anymore and I will no longer spend the thousands of dollars every year I do with Dell>>>>>I will shop elsewhere>>>>thanks for nothing>>>I hope it was worth it to Dell to lose a loyal long time customer over such a simple fix
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Customer expressed dissatisfaction with Dell service and support and wants a no-cost repairWe regret any dissatisfaction customer may have experienced and appreciate the
feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the terms and conditions of the limited hardware warranty, located at www.Dell.com/WarrantyWe’ve also reviewed the pictures of the damage and verified that the damage is not covered by the limited hardware warrantyTheir request for a no-cost repair was respectfully deniedPlease note, our representative offered fee-based repair; however, customer declined the offerWe remain ready to assist within the terms of Dell’s limited hardware warranty and our other policiesShould Ms*** have any additional concerns, she 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.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not what I think is appropriate, however I will accept it because it is better than nothingI am disappointed in Dell' s handling of this situationTheir computer was clearly defective and I expected a business of their reputation to take responsibilityThank you
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr** *** ***Customer expressed dissatisfaction with Dell service and support and wants a partial credit related to order number ***We regret any dissatisfaction they may have
experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. The representative worked with the order verification department to resolve this matterIn the interest of customer satisfaction, a partial account credit has been posted to the original form of paymentOur representative also followwith the customer to confirm resolutionShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.*** or for online assistance at www.***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Complaint: ***
I am rejecting this response because: as I have previously stated, I will not work with this specific representative because of his rude attitude and unwillingness to helpPlease ask Dell to assign a new representative
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The problem arose because Dell charged me for a product key they didn't send me I don't recall seeing any notifications about Microsoft Office at all when I first started the computer Once again, you can't charge someone for something, not send it, and then blame the customer.
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer received fee based software support due to the customer did not have a current hardware warrantyAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting *** or for online assistance at ***Sincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because: Please re-read my complaint since it has fallen on deaf ears or not understood because Dell’s “senior” highest point of contact representatives are not American, all I spoke with are in IndiaDell is selling defective laptops that they know have problemsThis has been documented far and wide by Dell’s own technicians on Dell forums and all over the internetSelling me a lemon “premium” laptop and then placing the onus on the customer to waste countless hours troubleshooting a known issue, while dealing with ignorant technician after technician only to waste more of my time and not replacing the unit with a brand new non-defective laptop is unacceptable, nefarious and criminal Dell should be ashamed of themselves along with representing themselves as an American companyALL of my correspondence with Dells representatives were located in IndiaNot one native English speaking A highly misleading company and a complete lack of care, respect or concern for their customers Dell representative *** *** *** Dell | Advanced Resolution Group Phone +* *** *** *** *** *** callously and defiantly stated, “this will go nowhere, and we will not offer to replace your defective computer, all communications will simply come back to our “Advanced” escalation team in India”. Dell is a shameful company ripping off countless customers selling lemons and electing not to replace them
Regards,
*** ***
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 As
Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific location Since the date of the submission, a Dell representative contacted the customer to provide assistance The customer requested a system exchange which was denied however a service dispatch has since been processed to have a technician replace the wireless card to resolve the connectivity issue Our representative attempted to follow up with the customer however to date, there has been no response to the follow up contact attempts We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s subsequent follsubmission Customer stated his issue is not resolved Dell records indicate, for customer satisfaction reasons, Dell sent the customer a box to return his computer to Dell’s Depot Repair facilities on January 13, 2016, in order to resolve the customer’s technical issues Since that date, our representative has attempted multiple times to contact the customer by telephone and e-mail and, to date, there has been no response by the customer to the messages left during the follow up contact attempts Per the FedEx site for the tracking number provided by Dell to send the computer to Dell’s Repair facility, the customer sent the computer for repairs on February 2, 2016, and it is still in transit Following repairs and the return of the computer to the customer, he may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show that the replacement TV order# *** was delivered to Mr*** on August 24,
under Pilot Shipment Tracking# ***Furthermore, the original damaged TV was delivered to our receiving on October 25, under UPS Tracking# ***Our representative also followwith Mr*** to confirm resolutionHis request for compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc