Complaint: [redacted] I am rejecting this response because:The Dell representative, Mr***, indeed offered, in writing, 10% off a future order without specifying what, in writing, "a future order" meant When I spoke to him over the telephone, he said the offer was unlimited Dell has once again not stood behind to what they had committed Nevertheless, I will agree to the offer not being unlimited, but I will not agree to the days that the Dell representative, Mr***, stated in his previous response to the Revdex.com As I have two years warranty remaining on my existing system, I will agree to a time limit of three years - two years to allow my existing warranty to expire, and one year more to allow me time to buy a new system If Dell will agree to a three-year expiration on their 10% offer (over and above all other discounts), I will accept that offer and agree to close the case 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 refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Subsequently, for customer satisfaction reasons, our representative processed a manual credit to fully refund the ink order for $ The customer should see this reflected on his next monthly billing statement 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 the opportunity to address the correspondence submitted by Mrs [redacted] * ***Customer expressed dissatisfaction with Dell service and support and wants the product replacedWe 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 the Limited Hardware WarrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit, which was shipped under FedEx tracking number [redacted] and delivered on August 10, Our representative also followto verify that the unit was functioning properlyShould Ms [redacted] have any additional concerns regarding this case, she can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell has supported the system under the terms and conditions of the warrantyDell records indicate the first repair did replace the hard drive due to failureThe second service was due to customer induced damage to the DC port which is normally by a customer pulling on the cord to disconnectThe 3rd repair was again to replace the DC Port the final service in January found not failureAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting [redacted] or for online assistance at [redacted] Sincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] *** I have called you several times and unfortunately I have been unable to reach you I have spent hours on the phone with Dell representatives transferring the call from one person to the next person I have been placed on hold for long periods of time only to have the phone disconnected and no one from Dell return the call I have emailed Dell regarding this matter only to have the emails not replied to Mr***, I have told you more than once during the two calls that I would this matter to be resolved I have emailed you the email from "MrAranidhar L A in which he stated that he has "submitted a request for the credit refund of $460" - "which will take about 10-days for the credit to reflect in my account." Only to have you first deny the email existence then for you to tell me that he made a mistake in emailing me "Saying I don't know how he got your email and he emailed you by mistake" You have stated on the phone that you would not provide me with a return code or credit refund to my credit card for the unauthorized charges What has happened is you have engaged in unfair and unscrupulous business practices You have my correct number it is again 434-632- I have spoken with you and unfortunately you have been dishonest and refused to provide me a return code and you have engaged in unfair and unscrupulous business practice I have returned your call and I have been transferred and put on hold for extended periods of time and then I have been disconnected from telephone calls resulting in having to call back and starting all over again with a different agent at DellI have exhausted a tremendous amount of time and efforts, I have tried, waited, emailed, and called to have the matter of the "credit refund for the unauthorized charges." I sent you the email per your request only to have you tell me that the agent MrAranidhar L A sent the email to me by mistake You stated," you would look into this matter and when we spoke the next time on the phone then you stated that the amount of time to return the items would expire at that night at midnight It was within a short period on the that day Then you stated that you refused to provide a return code You refused to "credit my account for the unauthorized charges." I asked you several times for the return code, you stated "You don't have a code and good luck getting one." I asked you several times then you hung up the phone After you hung up, I called you back you did not answer the phone I left you a message I sent you an email regarding this matter and you never replied back I emailed you regarding this and you did not reply Then when you replied to the Revdex.com complaint you stated something totally different than what actually occurred You have on more than occasion written something in an email and said something totally the opposite when I have spoken to you on the telephone.You have screamed at me and refused to resolve this matter and refused to provide a return code In fact, you have stated that you refused to provide a return code and that you would not provide one and stated "good luck getting one." As a customer I have been treated very badly, I have been screamed at by you You insisted that MrAranidhar L A had not emailed me Then once the email was forwarded to you Then you stated completely opposite you stated "it was a mistake and I don't know how he got your email."
Dell representative, [redacted] , is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the follow up correspondence We remain available to assist and ask that the customer contact our representative at [redacted] @Dell.com
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants the balance of his refund processed We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted Mr [redacted] to provide assistance Subsequently our representative followed up to inform Mr [redacted] that the balance of the refund has been processed He should see this reflected on his next monthly billing statement Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, Our records indicate the Dell representative [redacted] has followed up with the customerThe representative has the credit department working on determine the resolutionThe representative can be reached by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dell representative, [redacted] will continue to be the customers’ point of contactThe representative has arranged for another depot service to be set up and packing material dispatchedOnce the system is repaired the representative will follow up with return shipping informationWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because: I have been in contact with Dell repeatedly They have been non-responsive at bestThey have consistently bounced me from rep to rep [redacted] contacted office asking for hours and then transferred the matter to [redacted] (?) I do keep him in the email heading, along with the other contacts at Dell, every time I send an email I have not been able to readily contact [redacted] or anyone at dell because they will not provide telephone numbers Also, when I provide my schedule of availability (times) they contact me during times I am not available I believe this is to pad their file to be able to say they have tried to contact me, when what they are doing is avoiding me When I try to call, I am forced to go through the general number, when a rep finally answers, I then am put on hold while they review the file and then am told they cannnot help me and that I need to contact the assigned rep An email did come in from [redacted] recently asking for my availability, I think they are now wanting to download the software (after months) My assistant shifted matters and has made an entire day available We have yet to see if they will load the software and be able to activate it [redacted] 's email also said they would not credit back the adobe photoshop which I finally purchased elsewhere This needs to be credited back They were given ample opportunity to provide the software and the required key codesDell was advised in advance that I would be purchasing it elsewhere if they did not provide it and given a time frame They refused to provide the software Thus they need to reimburse or credit the amount Regards, [redacted]
Dear Revdex.com, Our records indicate that Dell representative followed up with Ms [redacted] and explained the return tracking information [redacted] order # [redacted] is for the monitorShe has received credit for what we need return information on is her system Order # [redacted] Our records indicate it was delivered under the below information: Ship date: Fri 5/13/Actual delivery: Tue 5/17/9:am Tracking number [redacted] Reference [redacted] Service FedEx Home Delivery Weight lbs / kgs We will process a credit even though no return was ever authorized if Ms [redacted] can provide accurate return tracking informationWe ask that Ms [redacted] please follow up by emailing [redacted] _***@Dell.com Sincerely Advanced Resolution Group Incident [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 to me long as, this TV is not on my account if so, to remove Please note that, I have responded to Mr [redacted] phone calls and emails only through emails I instructed Mr [redacted] , I would only respond through emails and not by phone He can say anything over the phone and it's his word against mine that is why I only responded through email Why they keep saying they made several attempts and no response is untrue If Dell would have attempted to cancel the order in the beginning, we wouldn't be here now As I responded to Mr [redacted] that, I contacted the delivery company myself and, instructed them not to deliver the TVThe representative informed me that they would be sending the TV back to Dell This is what Dell should have done just cancel the order Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our records indicate the order invoiced and shipped with the MS Office Trial Version and to obtain full functionality would need to be upgraded through MicrosoftOur representative has been in contact with the customer and, respectfully denied their request for a full version of the softwareSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:The specifics regarding this specific case and transcript provided was not addressed or rebuttedInstead generalities that are not in dispute were referencedThe lack of denial implies an admission of fault by the representative and by the organizationThe stated policy that promotions cannot be honored even in exceptional circumstances contradict the ability customer care agents have to provide on-the-spot discounts to potential customersTo imply that executive customer care does not have any ability to provide less than this appears deceptive 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 requestWe do show the credit did post on 1/29/back to his credit cardSincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dell representative, [redacted] , contacted the customer and is working on a reasonable resolutionThe representative can be reached directly by email at [redacted] @Dell.com
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 who stated she has already resolved the matterThe representative has noted her frustration with our support teams and provided feedbackWe remain available to assist the customer if there are any further concerns the representative can be reached by email at [redacted] @Dell.comAdvanced Resolution Group Incident [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 customerThe part has been cancelled, as requested, and our representative advised the customer the expiration date on the gift cards cannot be extendedThe customer acknowledged and will use them before they expireWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:after working with Dell on this matter since February they never refunded my money I finally went to my credit card companythey are disputing the charge with Dell I have a full refund on my card at this time from my bank...Dell may dispute this Regards, [redacted] -***
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 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 [redacted] has supplied the customer with her gift card 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 Dell representative, Mr***, indeed offered, in writing, 10% off a future order without specifying what, in writing, "a future order" meant When I spoke to him over the telephone, he said the offer was unlimited Dell has once again not stood behind to what they had committed Nevertheless, I will agree to the offer not being unlimited, but I will not agree to the days that the Dell representative, Mr***, stated in his previous response to the Revdex.com As I have two years warranty remaining on my existing system, I will agree to a time limit of three years - two years to allow my existing warranty to expire, and one year more to allow me time to buy a new system If Dell will agree to a three-year expiration on their 10% offer (over and above all other discounts), I will accept that offer and agree to close the case 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 refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Subsequently, for customer satisfaction reasons, our representative processed a manual credit to fully refund the ink order for $ The customer should see this reflected on his next monthly billing statement 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 the opportunity to address the correspondence submitted by Mrs [redacted] * ***Customer expressed dissatisfaction with Dell service and support and wants the product replacedWe 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 the Limited Hardware WarrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit, which was shipped under FedEx tracking number [redacted] and delivered on August 10, Our representative also followto verify that the unit was functioning properlyShould Ms [redacted] have any additional concerns regarding this case, she can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell has supported the system under the terms and conditions of the warrantyDell records indicate the first repair did replace the hard drive due to failureThe second service was due to customer induced damage to the DC port which is normally by a customer pulling on the cord to disconnectThe 3rd repair was again to replace the DC Port the final service in January found not failureAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting [redacted] or for online assistance at [redacted] Sincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] *** I have called you several times and unfortunately I have been unable to reach you I have spent hours on the phone with Dell representatives transferring the call from one person to the next person I have been placed on hold for long periods of time only to have the phone disconnected and no one from Dell return the call I have emailed Dell regarding this matter only to have the emails not replied to Mr***, I have told you more than once during the two calls that I would this matter to be resolved I have emailed you the email from "MrAranidhar L A in which he stated that he has "submitted a request for the credit refund of $460" - "which will take about 10-days for the credit to reflect in my account." Only to have you first deny the email existence then for you to tell me that he made a mistake in emailing me "Saying I don't know how he got your email and he emailed you by mistake" You have stated on the phone that you would not provide me with a return code or credit refund to my credit card for the unauthorized charges What has happened is you have engaged in unfair and unscrupulous business practices You have my correct number it is again 434-632- I have spoken with you and unfortunately you have been dishonest and refused to provide me a return code and you have engaged in unfair and unscrupulous business practice I have returned your call and I have been transferred and put on hold for extended periods of time and then I have been disconnected from telephone calls resulting in having to call back and starting all over again with a different agent at DellI have exhausted a tremendous amount of time and efforts, I have tried, waited, emailed, and called to have the matter of the "credit refund for the unauthorized charges." I sent you the email per your request only to have you tell me that the agent MrAranidhar L A sent the email to me by mistake You stated," you would look into this matter and when we spoke the next time on the phone then you stated that the amount of time to return the items would expire at that night at midnight It was within a short period on the that day Then you stated that you refused to provide a return code You refused to "credit my account for the unauthorized charges." I asked you several times for the return code, you stated "You don't have a code and good luck getting one." I asked you several times then you hung up the phone After you hung up, I called you back you did not answer the phone I left you a message I sent you an email regarding this matter and you never replied back I emailed you regarding this and you did not reply Then when you replied to the Revdex.com complaint you stated something totally different than what actually occurred You have on more than occasion written something in an email and said something totally the opposite when I have spoken to you on the telephone.You have screamed at me and refused to resolve this matter and refused to provide a return code In fact, you have stated that you refused to provide a return code and that you would not provide one and stated "good luck getting one." As a customer I have been treated very badly, I have been screamed at by you You insisted that MrAranidhar L A had not emailed me Then once the email was forwarded to you Then you stated completely opposite you stated "it was a mistake and I don't know how he got your email."
Dell representative, [redacted] , is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the follow up correspondence We remain available to assist and ask that the customer contact our representative at [redacted] @Dell.com
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants the balance of his refund processed We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted Mr [redacted] to provide assistance Subsequently our representative followed up to inform Mr [redacted] that the balance of the refund has been processed He should see this reflected on his next monthly billing statement Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, Our records indicate the Dell representative [redacted] has followed up with the customerThe representative has the credit department working on determine the resolutionThe representative can be reached by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dell representative, [redacted] will continue to be the customers’ point of contactThe representative has arranged for another depot service to be set up and packing material dispatchedOnce the system is repaired the representative will follow up with return shipping informationWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because: I have been in contact with Dell repeatedly They have been non-responsive at bestThey have consistently bounced me from rep to rep [redacted] contacted office asking for hours and then transferred the matter to [redacted] (?) I do keep him in the email heading, along with the other contacts at Dell, every time I send an email I have not been able to readily contact [redacted] or anyone at dell because they will not provide telephone numbers Also, when I provide my schedule of availability (times) they contact me during times I am not available I believe this is to pad their file to be able to say they have tried to contact me, when what they are doing is avoiding me When I try to call, I am forced to go through the general number, when a rep finally answers, I then am put on hold while they review the file and then am told they cannnot help me and that I need to contact the assigned rep An email did come in from [redacted] recently asking for my availability, I think they are now wanting to download the software (after months) My assistant shifted matters and has made an entire day available We have yet to see if they will load the software and be able to activate it [redacted] 's email also said they would not credit back the adobe photoshop which I finally purchased elsewhere This needs to be credited back They were given ample opportunity to provide the software and the required key codesDell was advised in advance that I would be purchasing it elsewhere if they did not provide it and given a time frame They refused to provide the software Thus they need to reimburse or credit the amount Regards, [redacted]
Dear Revdex.com, Our records indicate that Dell representative followed up with Ms [redacted] and explained the return tracking information [redacted] order # [redacted] is for the monitorShe has received credit for what we need return information on is her system Order # [redacted] Our records indicate it was delivered under the below information: Ship date: Fri 5/13/Actual delivery: Tue 5/17/9:am Tracking number [redacted] Reference [redacted] Service FedEx Home Delivery Weight lbs / kgs We will process a credit even though no return was ever authorized if Ms [redacted] can provide accurate return tracking informationWe ask that Ms [redacted] please follow up by emailing [redacted] _***@Dell.com Sincerely Advanced Resolution Group Incident [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 to me long as, this TV is not on my account if so, to remove Please note that, I have responded to Mr [redacted] phone calls and emails only through emails I instructed Mr [redacted] , I would only respond through emails and not by phone He can say anything over the phone and it's his word against mine that is why I only responded through email Why they keep saying they made several attempts and no response is untrue If Dell would have attempted to cancel the order in the beginning, we wouldn't be here now As I responded to Mr [redacted] that, I contacted the delivery company myself and, instructed them not to deliver the TVThe representative informed me that they would be sending the TV back to Dell This is what Dell should have done just cancel the order Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our records indicate the order invoiced and shipped with the MS Office Trial Version and to obtain full functionality would need to be upgraded through MicrosoftOur representative has been in contact with the customer and, respectfully denied their request for a full version of the softwareSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:The specifics regarding this specific case and transcript provided was not addressed or rebuttedInstead generalities that are not in dispute were referencedThe lack of denial implies an admission of fault by the representative and by the organizationThe stated policy that promotions cannot be honored even in exceptional circumstances contradict the ability customer care agents have to provide on-the-spot discounts to potential customersTo imply that executive customer care does not have any ability to provide less than this appears deceptive 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 requestWe do show the credit did post on 1/29/back to his credit cardSincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dell representative, [redacted] , contacted the customer and is working on a reasonable resolutionThe representative can be reached directly by email at [redacted] @Dell.com
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 who stated she has already resolved the matterThe representative has noted her frustration with our support teams and provided feedbackWe remain available to assist the customer if there are any further concerns the representative can be reached by email at [redacted] @Dell.comAdvanced Resolution Group Incident [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 customerThe part has been cancelled, as requested, and our representative advised the customer the expiration date on the gift cards cannot be extendedThe customer acknowledged and will use them before they expireWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:after working with Dell on this matter since February they never refunded my money I finally went to my credit card companythey are disputing the charge with Dell I have a full refund on my card at this time from my bank...Dell may dispute this Regards, [redacted] -***
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 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 [redacted] has supplied the customer with her gift card 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