Complaint: [redacted] I am rejecting this response because:The hardware promissed to me was not the one I recievedMy laptop has a year warranty from the time of purchase in March and in essence the computer hardware is not performing to the standards I was promissed by the companyThis should be covered well within the guidlines of the warrantyThe dell representative made no effort to understand my issue, instead he just repeated the same scripted answers about the day return policyI try to explain to him that it would be impossible for me to actually check if the computer was a dual-channel model unless I changed the RAMHe somehow said that I would need to actaully physically open my laptop and potentially void the warranty in order to check the internal componants.Basically his answer to my situation was for me to open my computer and check every single internal componant to make sure that it was the right computerI proceeded to ask him how does that make sense and he just kept repeating the the same days return scriptHe was very dismisive and offered zero customer service Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: first, it was Mr [redacted] of the DELL INC who demanded that I return both the computer and the printer to the DELL INC although what I demanded was that the DELL INC either exchange the computer for the new one, or refund me its price paid by me Nevertheless, since Mr [redacted] demanded the return of both the computer and the printer, I agreed to the demand since it was one of my options The above notwithstanding, based on my experience with the DELL INC, I have to first receive the complete refund for my purchases of the computer at $542.77, printer at and the two-year extended warranty at $returned to my credit card that I used to buy the above-mentioned productsThis whole story of inadequate support and neglect for me as the DELL INC customer has continued since 11/3/ Besides, Mr [redacted] said that the refunds will be initiated only after one month [!] after the computer and the printer have been received by the DELL INC Incidentally, both items have been delivered to the DELL INC on 12/14/2015, at AMand 10: AM Why should I wait for the whole month to receive the refunds unless there is a scheme of exhausting me with complaints to be made and ultimately leaving me without refunds? Anyway only after I have received complete refunds for the two returned items--a computer and a printer and the two-year extended warranty, will I be able to say that the case is finally closed Even in that case I will still be a loser because the incompetent technicians of the DELL.com, trying to mend my computer erased the Microsoft Office 2010, which I will have to buy anew at about two hundred dollars, or even more Mr [redacted] has refused to compensate me for the financial damages that I have incurred through the DELL INC two-year extended warranty Would anyone trust such a company? I cannot trust the DELL INC until my credit card has been completely refunded for my afore-mentioned purchases from the DELL INC Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsIn the interest of customer satisfaction, a partial account credit for order number [redacted] has been processedOur representative will also follto confirm resolutionOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate the representative has followed up with the customer and confirmed the issues have been resolvedThe representative also confirmed the warranty has been extended for additional monthsPlease have the customer contact the representative by emailing at [redacted] with any additional questions or concerns Sincerely Advanced Resolution Group Incident [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 records how that a credit for order# [redacted] has been posted to the original form of paymentOur representative 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 by 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 I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative Rohan contacted the Mr [redacted] who stated he was able to resolve the problem himself and no longer needed assistancesPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
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 our account verification team to resolve this matterOur records show that a credit for order# [redacted] had been posted 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
Dear Better Business.Dell representative, [redacted] called Ms [redacted] and explained thataccidental damage is not covered under the regular warrantyOur representativerequest her to send a copy of the invoice to determine the actual date ofpurchase and the warranty includedThis determination will assist in the finaldetermination of coverage for the cracked screen Dell representative, [redacted] remainsavailable to assist Ms [redacted] in resolving her issuesSincerely, [redacted] Dell Advanced Resolution Team
Complaint: [redacted] I am rejecting this response because: even though there is no longer a refund needed, I told them the complaint stands as their customer service was horribleNo action needed, but the complaint needs to be made public for so others are aware of the problemIf resolution means I no longer need the refund, then yes, it is resolved no thanks to Dell Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: unfortunately Dell refused to process the refund onto of the credit cards I had originally paid with Premise of my request as follows - per my email to Dell dated July 18:"Dell,I don't agree to ship the defective unit back if I will not be receiving a full refund back on of cards I had originally paid with.Recap of cards last digits:- expired January- still valid and expecting the refund to be processed back and in full amount of the invoice."I believe my request is reasonable, given the first credit card has now expired Regards, [redacted]
Dear Better Business Bureau,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a price match 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 provide assistance and subsequently processed the price match refund the customer requested Our representative followed up with the customer to provide an update and we ask that he contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact with the customer and the system is currently located in the PhilippinesPer the terms and condition of the sale and the Dell Limited Warranty, our representative respectfully denied the customer’s request for a refund or an exchange, however; onsite service was offered and acceptedOur representative has provided their contact information and will remain engaged while the repairs are affectedWe regret any dissatisfaction which may have experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: AAs I stated in my original statement the graphic card they sold to me (and personally recommend for my system ) is incompatible with my systemIt was also according to the manufacturer not supposed to be sold as an after market part by DellIt did not come in new packaging nor did it come with manufacturers documents as a new product backed by the manufacturer would Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a promotion and wants a refund We regret any miscommunication which may have occurred and appreciate the feedback Dell has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to provide assistance and the promotions have since been processed We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with the time it has taken to resolve his issue and wants a replacement computer or software and data transfer as well as a call from a US based representative Dell records indicate a Dell representative spent weeks attempting to assist Mr [redacted] under Revdex.com incident number [redacted] , as “ [redacted] ,” during which time multiple offers were extended to troubleshoot and resolve the issue, as well as multiple service dispatches initiated, however Mr [redacted] declined offers to troubleshoot or send his computer for diagnostics and repair and requested a refund The customer indicated the computer was purchased from a third party so a return to Dell for a refund would not be an option.As previously indicated, to distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires troubleshooting steps be performed with a Dell representative prior to rendering serviceThe customer declined to troubleshootIn an attempt to try to bring this to a resolution an exception was offered to have the system sent to Dell’s Repair Depot without troubleshooting for diagnostics and repair but was refused by the customer Dell will not provide an exchange computer for software issues or undiagnosed hardware issues Per the terms and conditions of Dell’s Limited Hardware Warranty, Dell is not responsible for software or data and the scope of the warranty is limited to diagnoses and repair of covered hardware components which fail during use All of Dell’s representatives, regardless of geographical location, utilize the same tools and processes to resolve customer issues Dell does not have a process in place by which a customer can be contacted by a Dell representative from a specific geographical location.As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach Mr [redacted] regarding this matterWe remain available to assist under the terms of Dell’s warranty and our other policesShould Mr [redacted] reconsider and agree to troubleshoot, he may contact Dell’s technical support representatives at ###-###-####Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Revdex.com: I have reviewed the extremely slow response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative [redacted] contacted the customer and confirmed system has been delivered back to Dell and refund has been processedWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted [redacted] Lin to achieve a resolution for their concernsOur representative may be contacted via e-mail at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants a refundWe 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 assistanceOur representative explained the terms of sale and the return policyOur records indicate that the credit for order number [redacted] has been posted to the original form of paymentOur representative also followto confirm resolutionShould Mr [redacted] have any additional concerns regarding this case, he 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: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative verified the contents of her Dell order# [redacted] Our representative also informed her of terms of sale, return policy, and Dell Advantage Rewards [redacted] [redacted] [redacted] Her request for additional discount(s) and/or compensation was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:The hardware promissed to me was not the one I recievedMy laptop has a year warranty from the time of purchase in March and in essence the computer hardware is not performing to the standards I was promissed by the companyThis should be covered well within the guidlines of the warrantyThe dell representative made no effort to understand my issue, instead he just repeated the same scripted answers about the day return policyI try to explain to him that it would be impossible for me to actually check if the computer was a dual-channel model unless I changed the RAMHe somehow said that I would need to actaully physically open my laptop and potentially void the warranty in order to check the internal componants.Basically his answer to my situation was for me to open my computer and check every single internal componant to make sure that it was the right computerI proceeded to ask him how does that make sense and he just kept repeating the the same days return scriptHe was very dismisive and offered zero customer service Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: first, it was Mr [redacted] of the DELL INC who demanded that I return both the computer and the printer to the DELL INC although what I demanded was that the DELL INC either exchange the computer for the new one, or refund me its price paid by me Nevertheless, since Mr [redacted] demanded the return of both the computer and the printer, I agreed to the demand since it was one of my options The above notwithstanding, based on my experience with the DELL INC, I have to first receive the complete refund for my purchases of the computer at $542.77, printer at and the two-year extended warranty at $returned to my credit card that I used to buy the above-mentioned productsThis whole story of inadequate support and neglect for me as the DELL INC customer has continued since 11/3/ Besides, Mr [redacted] said that the refunds will be initiated only after one month [!] after the computer and the printer have been received by the DELL INC Incidentally, both items have been delivered to the DELL INC on 12/14/2015, at AMand 10: AM Why should I wait for the whole month to receive the refunds unless there is a scheme of exhausting me with complaints to be made and ultimately leaving me without refunds? Anyway only after I have received complete refunds for the two returned items--a computer and a printer and the two-year extended warranty, will I be able to say that the case is finally closed Even in that case I will still be a loser because the incompetent technicians of the DELL.com, trying to mend my computer erased the Microsoft Office 2010, which I will have to buy anew at about two hundred dollars, or even more Mr [redacted] has refused to compensate me for the financial damages that I have incurred through the DELL INC two-year extended warranty Would anyone trust such a company? I cannot trust the DELL INC until my credit card has been completely refunded for my afore-mentioned purchases from the DELL INC Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsIn the interest of customer satisfaction, a partial account credit for order number [redacted] has been processedOur representative will also follto confirm resolutionOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate the representative has followed up with the customer and confirmed the issues have been resolvedThe representative also confirmed the warranty has been extended for additional monthsPlease have the customer contact the representative by emailing at [redacted] with any additional questions or concerns Sincerely Advanced Resolution Group Incident [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 records how that a credit for order# [redacted] has been posted to the original form of paymentOur representative 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 by 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 I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative Rohan contacted the Mr [redacted] who stated he was able to resolve the problem himself and no longer needed assistancesPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
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 our account verification team to resolve this matterOur records show that a credit for order# [redacted] had been posted 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
Dear Better Business.Dell representative, [redacted] called Ms [redacted] and explained thataccidental damage is not covered under the regular warrantyOur representativerequest her to send a copy of the invoice to determine the actual date ofpurchase and the warranty includedThis determination will assist in the finaldetermination of coverage for the cracked screen Dell representative, [redacted] remainsavailable to assist Ms [redacted] in resolving her issuesSincerely, [redacted] Dell Advanced Resolution Team
Complaint: [redacted] I am rejecting this response because: even though there is no longer a refund needed, I told them the complaint stands as their customer service was horribleNo action needed, but the complaint needs to be made public for so others are aware of the problemIf resolution means I no longer need the refund, then yes, it is resolved no thanks to Dell Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: unfortunately Dell refused to process the refund onto of the credit cards I had originally paid with Premise of my request as follows - per my email to Dell dated July 18:"Dell,I don't agree to ship the defective unit back if I will not be receiving a full refund back on of cards I had originally paid with.Recap of cards last digits:- expired January- still valid and expecting the refund to be processed back and in full amount of the invoice."I believe my request is reasonable, given the first credit card has now expired Regards, [redacted]
Dear Better Business Bureau,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a price match 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 provide assistance and subsequently processed the price match refund the customer requested Our representative followed up with the customer to provide an update and we ask that he contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact with the customer and the system is currently located in the PhilippinesPer the terms and condition of the sale and the Dell Limited Warranty, our representative respectfully denied the customer’s request for a refund or an exchange, however; onsite service was offered and acceptedOur representative has provided their contact information and will remain engaged while the repairs are affectedWe regret any dissatisfaction which may have experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: AAs I stated in my original statement the graphic card they sold to me (and personally recommend for my system ) is incompatible with my systemIt was also according to the manufacturer not supposed to be sold as an after market part by DellIt did not come in new packaging nor did it come with manufacturers documents as a new product backed by the manufacturer would Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a promotion and wants a refund We regret any miscommunication which may have occurred and appreciate the feedback Dell has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to provide assistance and the promotions have since been processed We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with the time it has taken to resolve his issue and wants a replacement computer or software and data transfer as well as a call from a US based representative Dell records indicate a Dell representative spent weeks attempting to assist Mr [redacted] under Revdex.com incident number [redacted] , as “ [redacted] ,” during which time multiple offers were extended to troubleshoot and resolve the issue, as well as multiple service dispatches initiated, however Mr [redacted] declined offers to troubleshoot or send his computer for diagnostics and repair and requested a refund The customer indicated the computer was purchased from a third party so a return to Dell for a refund would not be an option.As previously indicated, to distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires troubleshooting steps be performed with a Dell representative prior to rendering serviceThe customer declined to troubleshootIn an attempt to try to bring this to a resolution an exception was offered to have the system sent to Dell’s Repair Depot without troubleshooting for diagnostics and repair but was refused by the customer Dell will not provide an exchange computer for software issues or undiagnosed hardware issues Per the terms and conditions of Dell’s Limited Hardware Warranty, Dell is not responsible for software or data and the scope of the warranty is limited to diagnoses and repair of covered hardware components which fail during use All of Dell’s representatives, regardless of geographical location, utilize the same tools and processes to resolve customer issues Dell does not have a process in place by which a customer can be contacted by a Dell representative from a specific geographical location.As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach Mr [redacted] regarding this matterWe remain available to assist under the terms of Dell’s warranty and our other policesShould Mr [redacted] reconsider and agree to troubleshoot, he may contact Dell’s technical support representatives at ###-###-####Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Revdex.com: I have reviewed the extremely slow response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative [redacted] contacted the customer and confirmed system has been delivered back to Dell and refund has been processedWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted [redacted] Lin to achieve a resolution for their concernsOur representative may be contacted via e-mail at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants a refundWe 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 assistanceOur representative explained the terms of sale and the return policyOur records indicate that the credit for order number [redacted] has been posted to the original form of paymentOur representative also followto confirm resolutionShould Mr [redacted] have any additional concerns regarding this case, he 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: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative verified the contents of her Dell order# [redacted] Our representative also informed her of terms of sale, return policy, and Dell Advantage Rewards [redacted] [redacted] [redacted] Her request for additional discount(s) and/or compensation was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc