Complaint: [redacted] I am rejecting this response because:If they're saying my warranty started Nov2013, and i'm entitled to total years, shouldn't they be offering to extend it by a year and a half? This still doesn't make any sense, cause of the so-called, shipping dateI've never purchased anything where MY warranty starts before I ever purchased an itemThese big corporations think they can get away with anything, and they usually do because no one would suspect their warranty starts at the retailer, and you guys have done nothing to stop them, actually giving them accreditation as a good businessVery disappointed with how this has been handled Regards, [redacted] ***
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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory, though not idealI preferred a full refund but was given a replacementI am hopeful that this unit is not also defective and that it lasts more than months Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer warranty to reflect a year of coverage We regret any miscommunication which may have occurred and appreciate the feedback As Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific location Since the date of the submission, a Dell representative contacted the customer to provide assistance Our records indicate that the customer’s computer now includes warranty support until May, Our representative also assisted with the technical issue and remains available should the customer need further assistance We ask that she contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:The representative was making a statement, The Fedex Tracking Number of the package ( [redacted] ) clearly showed that the package was returned due to shipper call back, NO delivery has ever been attempted.Please address this carefully Regards, [redacted] **
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
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]
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 experienceDell representative, [redacted] contacted the customer and apologized for the problemsThe representative authorized a new gift card be issued and confirmed receiptThe representative can be reached at email [redacted] Advanced Resolution Group Incident [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, 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 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 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 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
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] ***
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 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
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: I called my bank and was told credit posted on 12/26/2017.Dell still has instructed me to reorder and still has not answered the following questions: 1) What is the proper way to do a wire transfer? 2) Will I still receive the discount I originally received? 3) Why was my original item shipped and then recalled? Why is Dell saying they are not allowed to tell me what red flags/verification issues are with my credit card?4) Why did they originally take my my money for me not to purchase? Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:If they're saying my warranty started Nov2013, and i'm entitled to total years, shouldn't they be offering to extend it by a year and a half? This still doesn't make any sense, cause of the so-called, shipping dateI've never purchased anything where MY warranty starts before I ever purchased an itemThese big corporations think they can get away with anything, and they usually do because no one would suspect their warranty starts at the retailer, and you guys have done nothing to stop them, actually giving them accreditation as a good businessVery disappointed with how this has been handled Regards, [redacted] ***
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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory, though not idealI preferred a full refund but was given a replacementI am hopeful that this unit is not also defective and that it lasts more than months Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer warranty to reflect a year of coverage We regret any miscommunication which may have occurred and appreciate the feedback As Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific location Since the date of the submission, a Dell representative contacted the customer to provide assistance Our records indicate that the customer’s computer now includes warranty support until May, Our representative also assisted with the technical issue and remains available should the customer need further assistance We ask that she contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:The representative was making a statement, The Fedex Tracking Number of the package ( [redacted] ) clearly showed that the package was returned due to shipper call back, NO delivery has ever been attempted.Please address this carefully Regards, [redacted] **
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
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]
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 experienceDell representative, [redacted] contacted the customer and apologized for the problemsThe representative authorized a new gift card be issued and confirmed receiptThe representative can be reached at email [redacted] Advanced Resolution Group Incident [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, 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 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 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 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
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] ***
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 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
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: I called my bank and was told credit posted on 12/26/2017.Dell still has instructed me to reorder and still has not answered the following questions: 1) What is the proper way to do a wire transfer? 2) Will I still receive the discount I originally received? 3) Why was my original item shipped and then recalled? Why is Dell saying they are not allowed to tell me what red flags/verification issues are with my credit card?4) Why did they originally take my my money for me not to purchase? Regards, [redacted] ***