Today’s Date: 02/23/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] **, to address the contents of their correspondenceAt this time the agent has processed the customers creditDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any questions in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has been instrumental in assisting the customer to receive her new Dell XPS Notebook computer The customer has confirmed receipt of the new computer well before the end of December We do apologize for any frustration this matter may have caused our customer We appreciate her business and are delighted this issue has been resolved to her complete satisfaction Please have the customer contact our representative directly by email at [redacted] @Dell.com if she should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:this is advertising The price of the PC was more then I expected it to be because they attached the price of a free TV into the otice of the PC They will not change anything except for me returning both items.I caution future purchases not to fall fir this advertising You are paying fir a TV Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding cracked LCDOur representative explained the terms & conditions of the limited hardware warranty, which does not cover accidental damage [redacted] Our representative also informed Mr [redacted] of the repair costs associated with the cracked LCDPlease note that Mr [redacted] declined the offer of fee based serviceHis request for free repair was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative, [redacted] , contacted Mr [redacted] and informed him our records indicate the credit has been fully applied to the gift card and respectfully denied his request for an additional amount to be appliedWe regret any dissatisfaction Mr [redacted] may have experienced and [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] 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 resolutionThe ad clearly states while supply last 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 endedSincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: This was an admittedly known problem with the computer and hardware as they have stated previously and confirmed to me on several occasions and to you in one of their repliesthey are saying they did know this was a known issue and deceived their customers by not revealing this prior to purchase of a new computerI DID CONTACT THEM days from the date of invoice which is dated August 7th as you will see attachedI have phone records dated back as well as an email on the 7th of September from themRegards, [redacted] Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Please be advised that I am not satisfied with Dell’s response to my complaint [redacted] The laptop was returned to me in a condition that was worse than when I sent it in for repair Furthermore, I took the laptop to a local Computer Repair Business and they confirmed there was no water damage In addition they repaired the laptop an now it is working fine I’m very disappointed Dell’s customer service and will communicate my displeasure to whoever will listen Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] informed the customer that his purchase only qualified for months of interest free payments which he did receive Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The response from Dell in reference to Mr[redacted] providing assistance is not completely accurateThe lack of assistance on the part of Mr [redacted] is the reason I found it necessary to contact this agency My first contact with Mr [redacted] was on December 4th.I was promised my computer would be replaced in days during our conversationI accepted this offer since I would have the computer in time for ChristmasMrAurndale sent me an e-mail on December 9th saying my computer was"in production"I did not hear from Mr [redacted] again until December 28thI called and sent many e-mails to Mr [redacted] prior to him sending his e-mail after December 25thMr[redacted] 's explanation for the lack or response was that he was on sick leave and the parts for my computer were on back orderPlease help me to understand how a computer said to be in production have parts on back orderThis event drove me to contact the Revdex.com AgencyOn January 5th at 5:pm ,Mr [redacted] sent me an email stating my computer had been deliveredI knew this since I received the computer at 3pm on that dayI sent Mr[redacted] a email requesting instruction on how to return the defective computer back to DellI sent this email on January 6thI still have not received a response from Mr [redacted] I feel that the statement that Mr [redacted] would help me is not really a true onMr [redacted] was not the solution,he as the problemI feel due to all the hardship Dell put me through and the fact that I was unable to provide the Christmas gift as I promised that Dell should consider making additional restitutionAlso, the computer I was waiting for to be produced was available online during the month of DecemberI sent an email to Mr [redacted] to ask if a stock computer be shipped to meHe never respondedThis is why I am not satisfied with Dell's solution Regards, [redacted]
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 submissionDell representative, Arun will continue to be the customers’ point of contactThe representative has authorized an onsite tech to replace the keyboardAt this time we show the service has been completed and the representative will follow up today and confirm no further issuesWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.comSincerely, Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer is not correct about the information advising you can upgrade the hard driveAdvanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: [redacted] is unable to resolve the Revdex.com complaint to my satisfaction The system exchange which was provided experiences the EXACT SAME issues as my previous computer, XPS The response from [redacted] is to replace the parts with more refurbished components does not solve the temperature issue.It is a vicious circle Parts wear out, break down > get replaced with the same refurbished parts > parts again wear out and break down This is NOT a solution The complaint cannot be resolved as long as [redacted] deems it necessary to replace and replace and replace without actually fixing the problem.When I requested to speak to a supervisor, I was brashly told there was no one higher than him I beg to differ, there are a lot of representatives higher then him I request Revdex.com mediation to resolve this dispute Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:the laptop is only months old it broke down after six months they basically refurbished it and it broke down again it's a lemon so no I will not be pulling my complaint until this is resolved also if you go to their facebook page you will see a whole lot of dis-satisfied dell owners thank you Regards, [redacted] ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell realizes situations such as this can be disappointing for our customers; we truly do apologizePlease understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errorsIn fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell” We appreciate the customer taking the time to bring this observation to our attentionWe are sorry, but we are unable to honor the wrong price and must respectfully deny the requestThe representative did offer as a goodwill gesture to process a 10% discount if the customer would like to purchase the TV at the current costSincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Today’s Date: 02/18/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] **, to address the contents of their correspondenceThe customer states continued technical concernsAt this time the agent has processed the customers credit Dell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any other questions in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative worked with Dell account verification team and the shipping carrier to resolve this matterPlease note that a credit for order# [redacted] has been processed to the original form of paymentOur representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:The representatives of dell, do not know their real names (( [redacted] @Dell.Com, [redacted] .**@Dell.Com, [redacted] @Dell.Com, [redacted] < [redacted] @Dell.Com))a single person can have many emails, from the beginning I tried to cooperate with them and to treat this situation in the most correct way with what is established, but a situation is to follow The indications, and another is that I am in the hands of them, and that if they are wrong, about more than attempts to repair my computer with defective parts, it goes out of the terms and warranty dell, and enters the group Deceptive trade practices-consumer protection act, they damaged my computer with data and information, the technician charges me $ and the information I am needing it now, the dell technician scratched my new sofa approx $ financed, and I need new computer Dell [redacted] *** $ 1,Plus tax only on that total is $ 2,241.63, Not including the time I lost, for me to be fixed, the length of time for many phone calls, the length of time to write and send them information by e-mail, the time I stop doing my duties or personal, Time of months that I keep waiting and my computer does not work correctly, all that more the emotional, physical, mental damages of this situation of negligence, arrogance, to fail in the regulations of the state of Texas regarding the consumer, I hope a satisfactory answer of this Situation, greetings Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:No refundLots of talk about a refund and Dell gave another reason for delaying the refundThis compliant was filed month ago, but still no refundDell has had my money for monthsI don't think Dell is going to actually give me a refund for a laptop that they didn't deliver to meDell's handling of this Revdex.com complaint is unacceptablePart of my compliant is that Dell keeps handing me off to someone elseDell's representative (the contact they gave me) has changed times in monthEach time the rep says that they will handle the case until it is resolved, but then someone else takes overI'm tired of excuses, being passed around, and Dell reps telling me they'll do something that they don't end up doing Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell’s response We regret any dissatisfaction he may have experienced and appreciate the feedback provided As previously indicated, since the date of the original submission, a Dell representative contacted Mr [redacted] and, as a one-time gesture for customer satisfaction reasons, processed a $refund concession Dell will not be offering any additional concessions in this matter and no further attempt will be made to reach Mr [redacted] regarding this matterOur representative remains available to discuss these issues however there will be no change in the resolution provided.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Today’s Date: 02/23/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] **, to address the contents of their correspondenceAt this time the agent has processed the customers creditDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any questions in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has been instrumental in assisting the customer to receive her new Dell XPS Notebook computer The customer has confirmed receipt of the new computer well before the end of December We do apologize for any frustration this matter may have caused our customer We appreciate her business and are delighted this issue has been resolved to her complete satisfaction Please have the customer contact our representative directly by email at [redacted] @Dell.com if she should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:this is advertising The price of the PC was more then I expected it to be because they attached the price of a free TV into the otice of the PC They will not change anything except for me returning both items.I caution future purchases not to fall fir this advertising You are paying fir a TV Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding cracked LCDOur representative explained the terms & conditions of the limited hardware warranty, which does not cover accidental damage [redacted] Our representative also informed Mr [redacted] of the repair costs associated with the cracked LCDPlease note that Mr [redacted] declined the offer of fee based serviceHis request for free repair was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative, [redacted] , contacted Mr [redacted] and informed him our records indicate the credit has been fully applied to the gift card and respectfully denied his request for an additional amount to be appliedWe regret any dissatisfaction Mr [redacted] may have experienced and [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] 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 resolutionThe ad clearly states while supply last 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 endedSincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: This was an admittedly known problem with the computer and hardware as they have stated previously and confirmed to me on several occasions and to you in one of their repliesthey are saying they did know this was a known issue and deceived their customers by not revealing this prior to purchase of a new computerI DID CONTACT THEM days from the date of invoice which is dated August 7th as you will see attachedI have phone records dated back as well as an email on the 7th of September from themRegards, [redacted] Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Please be advised that I am not satisfied with Dell’s response to my complaint [redacted] The laptop was returned to me in a condition that was worse than when I sent it in for repair Furthermore, I took the laptop to a local Computer Repair Business and they confirmed there was no water damage In addition they repaired the laptop an now it is working fine I’m very disappointed Dell’s customer service and will communicate my displeasure to whoever will listen Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] informed the customer that his purchase only qualified for months of interest free payments which he did receive Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The response from Dell in reference to Mr[redacted] providing assistance is not completely accurateThe lack of assistance on the part of Mr [redacted] is the reason I found it necessary to contact this agency My first contact with Mr [redacted] was on December 4th.I was promised my computer would be replaced in days during our conversationI accepted this offer since I would have the computer in time for ChristmasMrAurndale sent me an e-mail on December 9th saying my computer was"in production"I did not hear from Mr [redacted] again until December 28thI called and sent many e-mails to Mr [redacted] prior to him sending his e-mail after December 25thMr[redacted] 's explanation for the lack or response was that he was on sick leave and the parts for my computer were on back orderPlease help me to understand how a computer said to be in production have parts on back orderThis event drove me to contact the Revdex.com AgencyOn January 5th at 5:pm ,Mr [redacted] sent me an email stating my computer had been deliveredI knew this since I received the computer at 3pm on that dayI sent Mr[redacted] a email requesting instruction on how to return the defective computer back to DellI sent this email on January 6thI still have not received a response from Mr [redacted] I feel that the statement that Mr [redacted] would help me is not really a true onMr [redacted] was not the solution,he as the problemI feel due to all the hardship Dell put me through and the fact that I was unable to provide the Christmas gift as I promised that Dell should consider making additional restitutionAlso, the computer I was waiting for to be produced was available online during the month of DecemberI sent an email to Mr [redacted] to ask if a stock computer be shipped to meHe never respondedThis is why I am not satisfied with Dell's solution Regards, [redacted]
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 submissionDell representative, Arun will continue to be the customers’ point of contactThe representative has authorized an onsite tech to replace the keyboardAt this time we show the service has been completed and the representative will follow up today and confirm no further issuesWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.comSincerely, Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer is not correct about the information advising you can upgrade the hard driveAdvanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: [redacted] is unable to resolve the Revdex.com complaint to my satisfaction The system exchange which was provided experiences the EXACT SAME issues as my previous computer, XPS The response from [redacted] is to replace the parts with more refurbished components does not solve the temperature issue.It is a vicious circle Parts wear out, break down > get replaced with the same refurbished parts > parts again wear out and break down This is NOT a solution The complaint cannot be resolved as long as [redacted] deems it necessary to replace and replace and replace without actually fixing the problem.When I requested to speak to a supervisor, I was brashly told there was no one higher than him I beg to differ, there are a lot of representatives higher then him I request Revdex.com mediation to resolve this dispute Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:the laptop is only months old it broke down after six months they basically refurbished it and it broke down again it's a lemon so no I will not be pulling my complaint until this is resolved also if you go to their facebook page you will see a whole lot of dis-satisfied dell owners thank you Regards, [redacted] ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell realizes situations such as this can be disappointing for our customers; we truly do apologizePlease understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errorsIn fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell” We appreciate the customer taking the time to bring this observation to our attentionWe are sorry, but we are unable to honor the wrong price and must respectfully deny the requestThe representative did offer as a goodwill gesture to process a 10% discount if the customer would like to purchase the TV at the current costSincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Today’s Date: 02/18/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] **, to address the contents of their correspondenceThe customer states continued technical concernsAt this time the agent has processed the customers credit Dell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any other questions in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative worked with Dell account verification team and the shipping carrier to resolve this matterPlease note that a credit for order# [redacted] has been processed to the original form of paymentOur representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:The representatives of dell, do not know their real names (( [redacted] @Dell.Com, [redacted] .**@Dell.Com, [redacted] @Dell.Com, [redacted] < [redacted] @Dell.Com))a single person can have many emails, from the beginning I tried to cooperate with them and to treat this situation in the most correct way with what is established, but a situation is to follow The indications, and another is that I am in the hands of them, and that if they are wrong, about more than attempts to repair my computer with defective parts, it goes out of the terms and warranty dell, and enters the group Deceptive trade practices-consumer protection act, they damaged my computer with data and information, the technician charges me $ and the information I am needing it now, the dell technician scratched my new sofa approx $ financed, and I need new computer Dell [redacted] *** $ 1,Plus tax only on that total is $ 2,241.63, Not including the time I lost, for me to be fixed, the length of time for many phone calls, the length of time to write and send them information by e-mail, the time I stop doing my duties or personal, Time of months that I keep waiting and my computer does not work correctly, all that more the emotional, physical, mental damages of this situation of negligence, arrogance, to fail in the regulations of the state of Texas regarding the consumer, I hope a satisfactory answer of this Situation, greetings Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:No refundLots of talk about a refund and Dell gave another reason for delaying the refundThis compliant was filed month ago, but still no refundDell has had my money for monthsI don't think Dell is going to actually give me a refund for a laptop that they didn't deliver to meDell's handling of this Revdex.com complaint is unacceptablePart of my compliant is that Dell keeps handing me off to someone elseDell's representative (the contact they gave me) has changed times in monthEach time the rep says that they will handle the case until it is resolved, but then someone else takes overI'm tired of excuses, being passed around, and Dell reps telling me they'll do something that they don't end up doing Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell’s response We regret any dissatisfaction he may have experienced and appreciate the feedback provided As previously indicated, since the date of the original submission, a Dell representative contacted Mr [redacted] and, as a one-time gesture for customer satisfaction reasons, processed a $refund concession Dell will not be offering any additional concessions in this matter and no further attempt will be made to reach Mr [redacted] regarding this matterOur representative remains available to discuss these issues however there will be no change in the resolution provided.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell