Complaint: ***
I am rejecting this response because: The reasons given by Dell do not apply according to the Uniform Commercial Code I referenced earlier in my complaint When I received a call, the gentleman was very abrupt and condescending to me, and when I asked to speak to a manager he said he had none I also asked to receive a call back from someone higher-up, and was informed this would be my only communication with Dell about the issue.This is not becoming of a large corporation, both to not abide by the rule of law in our great nation, and also to avoid, deflect, and undermine the ability for consumers to have their problems heard and understood by those with the authority and ability to make it rightShame on you, Dell Corporation, for treating a long-time customer or anyone for that matter like this Unless this is resolved, I will be using my power as a enterprise-scale purchaser, IT decision-maker, and personal influencer to friends, family, coworkers, and peers to not make any purchases, sign any contracts, or enter any business agreements with Dell Corporation, and I will be working even harder to move my entire large-scale infrastructure to other vendors and service providers that have more respect for the people they sell to. In no way do I consider this matter resolved, and I have a pending case with the FTC about the issue as well
Regards,
*** ***
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, *** has recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has setup return to depot service per the customer’s extended warranty. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
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 or a refund We regret any dissatisfaction they may have experienced and appreciate the feedback
providedDell records indicate a replacement Microsoft product key code has been sent to the customer Since the date of the submission, a Dell representative contacted the customer to provide assistance with loading the program and product key and this appears to have resolved the issue The customer may contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionA partial credit of $was applied to the credit card and $to the Gift CardOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this caseSincerely, Sincerely, Executive Support Team Incident ID: *** Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, *** has recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** explained to the customer he can help troubleshoot her issues to resolve problems per the terms and conditions of her warranty. The customer can contact *** when ready to troubleshoot. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction the customer may have experienced and appreciate the feedback providedThe representative explained Dells policy“ As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended”If the customer has any further concerns we request they email the representative at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
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, As long as Dell gives me the exact software and year bumber to bumber warrantyAlso Dell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchasedDell has a thirty (30) day return period and, as the order invoice
Regards,
*** ***
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, *** 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. *** has processed the customer’s refund. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear RevDex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with Dell service and support and wants an exchange computerWe regret any dissatisfaction he may have experienced and appreciate the feedback providedWe remain available to assist Mr*** per the terms of Dell’s Limited Hardware WarrantySince the date of the submission, a Dell representative contacted Mr*** to provide assistanceOur representative denied his exchange request and subsequently initiated a service dispatch to repair Mr***’s computer at Dell’s Repair CenterOur representative will remain assigned to this case until the technical issues are addressedWe ask that Mr*** contact our representative at *** for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:I have still not received any information regarding the laptop, *** has emailed me saying " delay in processing the replacement system as we having technical issues as the tools are getting migrated" which does not make any sense.I have suggested they resume the replacement laptop I was originally promised with no response multiple times
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell has not addressed my points, but only continues to state their "right" at breaching their own terms of sale Please see (and read) the details in my attached response
Regards,
*** ***Attachment: The fact remains that the only matter that Dell has “addressed” (i.erepeated ad nauseum) is that Dell reserves the right to cancel orders that they “deem” are pricing errorsI am not disputing thatIn fact, another order that I placed the same day and time was also deemed a “pricing error” and was canceled by Dell in a timely manner, the charge on my credit card was only “authorized” and did NOT post, neither was the item shippedThat particular order I am NOT disputingWhat I AM disputing is that Dell can retain the right to cancel an order AFTER it has been accepted, and AFTER they have purposely and successfully charged my credit card, so that the charge actually posted-NOT just authorized, AND AFTER they have shipped the product to meBy their own terms of service when the product ships the title passes to the customer(See ***, paragraph six under “Shipping”) Hence I paid for the product and they transferred title to meNote that the terms of sale do NOT say that the title is transferred upon the consumer RECEIVING the item, but upon Dell SHIPPING the itemAfter the item arrived in my city, they “recalled” it (i.etook the item without my permission) that I had legally paid for and held title toI believe that constitutes theftDell has NOT addressed how they can accept payment, transfer title, and then take the item back without permissionAs per their terms of sale: “This is a binding agreementAs an Agreement between Dell and yourself, it may NOT be altered, supplemented or amended by any other document unless the new document is signed by both you and Dell.” Dell, in retrieving the product after receiving payment, transferring title, and shipping the product has breached this “binding agreement”.Additionally, in Dell’s terms of sale they state: “If you have already placed your order and no longer want to be bound to this Agreement then you must either promptly cancel your order at Dell’s Order Support page or return your purchase in accordance with Dell’s Return PolicyPlease act promptly and note that these options may carry restocking or other fees.[bold emphasis mine]”Dell expects the consumer to act promptly and bear the burden of “restocking or other fees if they do not”, yet they do NOT hold themselves to the same standard.There is also the matter of discrimination in deciding which consumers were allowed to keep the product with the so-called pricing error, and which were notAs previously mentioned my son ordered the same item, SAME PRICE, same day and time, and it was shipped, and received in our city the same time as was mine (as per tracking)His, however was delivered, mine was recalled after it was on the delivery truckIs Dell’s “sole discretion” discriminatory? In an email communication to me, Mr*** (Dell Advanced Resolution Group) stated that “For the orders already delivered notifications have not yet been sent.” Is this to imply that Dell will yet try to retrieve those? They certainly have not at this point, and I highly doubt that they intend toRather this is an example of Dell’s disingenuity.I continue to be appalled at Dell’s lack of concern for their customerThis dispute will not be resolved by continually repeating their right to breach their own terms of saleI continue to hold claim to what is legally mineAgain, this can be easily resolved simply by reshipping the product to me.Sincerely, *** ***
Complaint: ***
I am rejecting this response because:Thank you for the prompt support as alwaysHere is an update here pleaseThis issue is not resolvedThe Dell service support has not refunded any funds to my *** account or my debit card as promisedIt has been over one month.They claim that they issued the refund on March 3, but they did notI am still waitingThey claim that they have proof of the refund transactionBut where is the proof? All I want is my full refund $638.04.One added noteThey are not tell the Revdex.com group the entire story hereDid the laptop get lost by the carrier? YesDid Dell offer an exchange for a replacement? YesDid I refuse the offer? YesWhy you may ask? I will not buy Dell products ever againWhy? I cannot receive quality, responsive customer service support from Dell. All I get is phone transfers from department to department. Frequent dropped callsThe support reps do not have access to view info regarding an open service issueSo, when I call for service, it's back to the beginning over and overBut don't believe me, I ask you to try their service support for a real test pleaseAlso read the Revdex.com consumer complaints for DellMost are poor customer service related. Try it and see
Regards,
*** ***
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 the submission, a Dell representative, *** has made
multiple attempts to reach the customer by phone and e-mail however, to date, there has been no response by the customer to the representatives’ contact attempts. Should the customer still need assistance, we ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matterDell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submissionOur records indicate Dell representative; *** has been instrumental in
assisting the customer with the returned equipment and making certain the full refund has been posted to his Dell Preferred Account. Please know that Dell is given thirty (30) days from the date we receive the equipment to refund our customer’s original form of payment; in this case, Mr***’ Dell Preferred Account. Dell Financial Services; WebBank will then need time to process the refund on their side of this transaction as well. Dell Financial Services has confirmed Mr***’ account currently has a $balance. Mr*** may confirm this fact by going online or by reviewing his statement received from Dell Financial Services. We certainly do apologize for any inconvenience or frustration this matter may have caused the customer. Please know, Dell does not provide compensation or recompense for a negative experience. We thank the Revdex.com for bringing Dell and the customer together so that we could resolve this matter with finality for our customer. Please have the customer contact our representative directly by email at ***_***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because:The problem stemmed from the fact that, after Dell, Incwas aware of the warranty being expired on my equipment, they sent an update to my computer, under "Dell Updates" which completely removed Windows and replaced it with Windows Essentials for which they wanted to charge a fee to fix ($129.99)This is the same as "ransomware" - holding the customer hostage for damage done by the business itself: in this case Dell, Inc.To add insult to injury I was charged $on 08/17/for a "copy" of my original windows programHaving been an IT professional for several years I checked the thumb drive only to find no programs or loading software on the thumb driveWhen booting from the thumb drive it merely reset my "Windows Essentials" software, the software Dell, Incsubterfuged into my computer after the out-of-warranty update that removed Windows 8.1.I request Dell, Inc. replace my Windows software and pay me $for all the time, work, and other programs and data which were lost. I have spent hours attempting to restore my computer, my programs, and my data.I have repeatedly told Dell, Incvia email that I am available by phone at 4:PM Pacific Standard timeMy computer was purchased in America, the corporate address is in America, it is completely unprofessional that an American cannot contact me at the requested time.I did not send them "ransomware", they sent it to meIt should be their responsibility to make correct the intentional damage their "update" did.Thank you, Dell, Inchas done nothing since the filing of this complaint but attempt to make my life more miserable by wasting more of my time
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is very satisfactory to me
Dell sent a new replacement laptop identical to the original one I ordered and it works excellentlyThank you
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submissionA Dell representative, ***n has recently contacted the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. ***n has provided the customer with his refund that will appear on his next billing cycle. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: 3***. Sincerely, Advanced Resolution GroupIncident ID# 3***Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, *** 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. *** has closed the case for now as the customer is unavailable to discuss their issue. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe Dell representative *** contacted the customer confirmed she has received the gift card for $The customer will need to make sure she uses the gift card before the expiration datePlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc
Complaint: ***
I am rejecting this response because: The reasons given by Dell do not apply according to the Uniform Commercial Code I referenced earlier in my complaint When I received a call, the gentleman was very abrupt and condescending to me, and when I asked to speak to a manager he said he had none I also asked to receive a call back from someone higher-up, and was informed this would be my only communication with Dell about the issue.This is not becoming of a large corporation, both to not abide by the rule of law in our great nation, and also to avoid, deflect, and undermine the ability for consumers to have their problems heard and understood by those with the authority and ability to make it rightShame on you, Dell Corporation, for treating a long-time customer or anyone for that matter like this Unless this is resolved, I will be using my power as a enterprise-scale purchaser, IT decision-maker, and personal influencer to friends, family, coworkers, and peers to not make any purchases, sign any contracts, or enter any business agreements with Dell Corporation, and I will be working even harder to move my entire large-scale infrastructure to other vendors and service providers that have more respect for the people they sell to. In no way do I consider this matter resolved, and I have a pending case with the FTC about the issue as well
Regards,
*** ***
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, *** has recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has setup return to depot service per the customer’s extended warranty. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
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 or a refund We regret any dissatisfaction they may have experienced and appreciate the feedback
providedDell records indicate a replacement Microsoft product key code has been sent to the customer Since the date of the submission, a Dell representative contacted the customer to provide assistance with loading the program and product key and this appears to have resolved the issue The customer may contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionA partial credit of $was applied to the credit card and $to the Gift CardOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this caseSincerely, Sincerely, Executive Support Team Incident ID: *** Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, *** has recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** explained to the customer he can help troubleshoot her issues to resolve problems per the terms and conditions of her warranty. The customer can contact *** when ready to troubleshoot. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction the customer may have experienced and appreciate the feedback providedThe representative explained Dells policy“ As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended”If the customer has any further concerns we request they email the representative at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
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, As long as Dell gives me the exact software and year bumber to bumber warrantyAlso Dell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchasedDell has a thirty (30) day return period and, as the order invoice
Regards,
*** ***
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, *** 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. *** has processed the customer’s refund. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear RevDex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with Dell service and support and wants an exchange computerWe regret any dissatisfaction he may have experienced and appreciate the feedback providedWe remain available to assist Mr*** per the terms of Dell’s Limited Hardware WarrantySince the date of the submission, a Dell representative contacted Mr*** to provide assistanceOur representative denied his exchange request and subsequently initiated a service dispatch to repair Mr***’s computer at Dell’s Repair CenterOur representative will remain assigned to this case until the technical issues are addressedWe ask that Mr*** contact our representative at *** for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint: ***
I am rejecting this response because:I have still not received any information regarding the laptop, *** has emailed me saying " delay in processing the replacement system as we having technical issues as the tools are getting migrated" which does not make any sense.I have suggested they resume the replacement laptop I was originally promised with no response multiple times
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell has not addressed my points, but only continues to state their "right" at breaching their own terms of sale Please see (and read) the details in my attached response
Regards,
*** ***Attachment: The fact remains that the only matter that Dell has “addressed” (i.erepeated ad nauseum) is that Dell reserves the right to cancel orders that they “deem” are pricing errorsI am not disputing thatIn fact, another order that I placed the same day and time was also deemed a “pricing error” and was canceled by Dell in a timely manner, the charge on my credit card was only “authorized” and did NOT post, neither was the item shippedThat particular order I am NOT disputingWhat I AM disputing is that Dell can retain the right to cancel an order AFTER it has been accepted, and AFTER they have purposely and successfully charged my credit card, so that the charge actually posted-NOT just authorized, AND AFTER they have shipped the product to meBy their own terms of service when the product ships the title passes to the customer(See ***, paragraph six under “Shipping”) Hence I paid for the product and they transferred title to meNote that the terms of sale do NOT say that the title is transferred upon the consumer RECEIVING the item, but upon Dell SHIPPING the itemAfter the item arrived in my city, they “recalled” it (i.etook the item without my permission) that I had legally paid for and held title toI believe that constitutes theftDell has NOT addressed how they can accept payment, transfer title, and then take the item back without permissionAs per their terms of sale: “This is a binding agreementAs an Agreement between Dell and yourself, it may NOT be altered, supplemented or amended by any other document unless the new document is signed by both you and Dell.” Dell, in retrieving the product after receiving payment, transferring title, and shipping the product has breached this “binding agreement”.Additionally, in Dell’s terms of sale they state: “If you have already placed your order and no longer want to be bound to this Agreement then you must either promptly cancel your order at Dell’s Order Support page or return your purchase in accordance with Dell’s Return PolicyPlease act promptly and note that these options may carry restocking or other fees.[bold emphasis mine]”Dell expects the consumer to act promptly and bear the burden of “restocking or other fees if they do not”, yet they do NOT hold themselves to the same standard.There is also the matter of discrimination in deciding which consumers were allowed to keep the product with the so-called pricing error, and which were notAs previously mentioned my son ordered the same item, SAME PRICE, same day and time, and it was shipped, and received in our city the same time as was mine (as per tracking)His, however was delivered, mine was recalled after it was on the delivery truckIs Dell’s “sole discretion” discriminatory? In an email communication to me, Mr*** (Dell Advanced Resolution Group) stated that “For the orders already delivered notifications have not yet been sent.” Is this to imply that Dell will yet try to retrieve those? They certainly have not at this point, and I highly doubt that they intend toRather this is an example of Dell’s disingenuity.I continue to be appalled at Dell’s lack of concern for their customerThis dispute will not be resolved by continually repeating their right to breach their own terms of saleI continue to hold claim to what is legally mineAgain, this can be easily resolved simply by reshipping the product to me.Sincerely, *** ***
Complaint: ***
I am rejecting this response because:Thank you for the prompt support as alwaysHere is an update here pleaseThis issue is not resolvedThe Dell service support has not refunded any funds to my *** account or my debit card as promisedIt has been over one month.They claim that they issued the refund on March 3, but they did notI am still waitingThey claim that they have proof of the refund transactionBut where is the proof? All I want is my full refund $638.04.One added noteThey are not tell the Revdex.com group the entire story hereDid the laptop get lost by the carrier? YesDid Dell offer an exchange for a replacement? YesDid I refuse the offer? YesWhy you may ask? I will not buy Dell products ever againWhy? I cannot receive quality, responsive customer service support from Dell. All I get is phone transfers from department to department. Frequent dropped callsThe support reps do not have access to view info regarding an open service issueSo, when I call for service, it's back to the beginning over and overBut don't believe me, I ask you to try their service support for a real test pleaseAlso read the Revdex.com consumer complaints for DellMost are poor customer service related. Try it and see
Regards,
*** ***
Our representative has contacted Ms*** and dispatched onsite service, however; she has not responded to our subsequent contact attempts
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 the submission, a Dell representative, *** has made
multiple attempts to reach the customer by phone and e-mail however, to date, there has been no response by the customer to the representatives’ contact attempts. Should the customer still need assistance, we ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matterDell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submissionOur records indicate Dell representative; *** has been instrumental in
assisting the customer with the returned equipment and making certain the full refund has been posted to his Dell Preferred Account. Please know that Dell is given thirty (30) days from the date we receive the equipment to refund our customer’s original form of payment; in this case, Mr***’ Dell Preferred Account. Dell Financial Services; WebBank will then need time to process the refund on their side of this transaction as well. Dell Financial Services has confirmed Mr***’ account currently has a $balance. Mr*** may confirm this fact by going online or by reviewing his statement received from Dell Financial Services. We certainly do apologize for any inconvenience or frustration this matter may have caused the customer. Please know, Dell does not provide compensation or recompense for a negative experience. We thank the Revdex.com for bringing Dell and the customer together so that we could resolve this matter with finality for our customer. Please have the customer contact our representative directly by email at ***_***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because:The problem stemmed from the fact that, after Dell, Incwas aware of the warranty being expired on my equipment, they sent an update to my computer, under "Dell Updates" which completely removed Windows and replaced it with Windows Essentials for which they wanted to charge a fee to fix ($129.99)This is the same as "ransomware" - holding the customer hostage for damage done by the business itself: in this case Dell, Inc.To add insult to injury I was charged $on 08/17/for a "copy" of my original windows programHaving been an IT professional for several years I checked the thumb drive only to find no programs or loading software on the thumb driveWhen booting from the thumb drive it merely reset my "Windows Essentials" software, the software Dell, Incsubterfuged into my computer after the out-of-warranty update that removed Windows 8.1.I request Dell, Inc. replace my Windows software and pay me $for all the time, work, and other programs and data which were lost. I have spent hours attempting to restore my computer, my programs, and my data.I have repeatedly told Dell, Incvia email that I am available by phone at 4:PM Pacific Standard timeMy computer was purchased in America, the corporate address is in America, it is completely unprofessional that an American cannot contact me at the requested time.I did not send them "ransomware", they sent it to meIt should be their responsibility to make correct the intentional damage their "update" did.Thank you, Dell, Inchas done nothing since the filing of this complaint but attempt to make my life more miserable by wasting more of my time
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is very satisfactory to me
Dell sent a new replacement laptop identical to the original one I ordered and it works excellentlyThank you
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submissionA Dell representative, ***n has recently contacted the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. ***n has provided the customer with his refund that will appear on his next billing cycle. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: 3***. Sincerely, Advanced Resolution GroupIncident ID# 3***Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, *** 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. *** has closed the case for now as the customer is unavailable to discuss their issue. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe Dell representative *** contacted the customer confirmed she has received the gift card for $The customer will need to make sure she uses the gift card before the expiration datePlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc