Thank you for providing a copy of the customer’s submissionA Dell representative will be assigned to this case and will contact the customer to address the contents of their complaint
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] , has confirmed issue has been resolvedAs a goodwill gesture the item in question has been sent to the customerPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, This is a follow up to our prior response dated April 25, The correct amount of the customer’s refund per Dell records of a conversation with our representative from April 5, 2016, is that the customer would be refunded $which has been credited to the customer’s Dell account and confirmed as returned to the original form of payment, the customer’s Discover card He should see this reflected on his next credit card billing statement The customer may contact our representative at [redacted] _ [redacted] @Dell.com should there be any further questions regarding this matterSincerely, Executive Support Team Incident 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 concernsPlease note that the Account related issues have been resolved and a replacement unit was processedOur records show that the replacement order# [redacted] was delivered on August 8, under FedEx tracking# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur 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
Revdex.com Complaint ID [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submission Our records indicate the Dell representative; [redacted] has informed the customer the Dell Advantage Rewards are for Consumer customers; therefore the customer should place any orders using the Rewards on the Consumer side of businessThe customer cannot place orders in the business division using Consumer Rewards Please refer the customer back to our representative if they should need any further assistance in this matter 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 refund We regret any dissatisfaction he may have experienced and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance and subsequently the customer’s promotional gift card funds have been refundedWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matterSincerely,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 experienceDell representative [redacted] , conferenced the customer in with sales the order was placed with a $difference in price after current promotions were appliedThe representative explained that once the order has invoiced [redacted] will process a $discount back to the original mode of paymentThe representative will maintain ownership of the account and will update the customer with shipping information once availableAt that time the representative will begin the discount creditThe customer may contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com: I have reviewed the response made by Dell in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I will be awaiting the refund check and account statement to verify the accuracy of the resolutionThank you Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] * [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 product replacement, which was delivered on June 15, under FedEx tracking number [redacted] Our 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
Today’s Date: 06/03/2015Dear 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 continues to work with the customerDell 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] .Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Dell records indicate Dell representative [redacted] has requested a copy of proof of purchase and a state valid ID before we can move forward with the investigationWe ask that the customer contact the representative by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell
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 concernsPlease note that Dell sincerely values and respects our customers’ privacyFurthermore, our investigation did not find any wrong doing by DellOur representative also informed Mr [redacted] about our privacy statement [redacted] His request for compensation 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative [redacted] has confirmed the customer has received gift cards for $and $Due to the miss information provided in the email that was sent to the customerDell is providing a cash credit back to the customers’ original form of payment for $We show the credit has closed out and will reflect on the customer’s credit card in to business hoursHere is the Credit memo [redacted] for the customers’ recordsAt this time Dell considers this matter closedSincerely, Advanced Resolution Group INC# [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerWe understand the customers’ frustration over the parts back log it is unfortunate but does happenWe have confirmed that the replacement system is working fineWhen accidental damage is involved the complete care warranty is utilized which does require the system be shipped to the depotDell does not compensate for down time which is explained in the warranty informationThe customer has also indicated they wanted no further contact by DellFor additional information the customer may visit www.Dell.com/SupportSincerely, Advanced Resolution Group [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 submission Our records indicate Dell representative; [redacted] has offered the customer either a return of the equipment for a full refund or a $concession if he chooses to keep the computer The customer has accepted the $concession to address the matter, although he has expressed this is still not the preferred response We certainly do apologize for the negative experience our customer had encountered; and we do appreciate his candid input on the subject Please have the customer contact our representative directly by email at [redacted] @Dell.com if they 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: They did send me a refurbished unit to replace a unit I bought newHowever, this deal has one big limitationThe refurbished unit only has a day waranty that was the remainder of the original unitIf this their idea of a great fix then all I can say is I am not happy because of all I lost and will never purchase another Dell productNor will I ever recommend someone else buy one Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Here the issue is not promotion expiring the issue was with the showing the wrong price on the website and changing it when adding to the cart and when called was told that its a mistake from the catalog teami believe mistakes should not impact customers Regards, [redacted]
Dear Revdex.com, As Dell’s stance in this matter remains unchanged, no further attempt will be made to contact the customerThe representative [redacted] respectfully denied the customer’s request for a return outside the day policyThe representative explained the hard drive size is capable of the updatesThe customer has the option to purchase an external hard driveOnce the additional items the customer has saved to the system can be backed up to and the updates can be completedPlease have the customer contact the representative by email at [redacted] @Dell.com with any additional concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur representative processed a system exchange for the customer and our records indicate it has been deliveredThe customer has not responded to subsequent contact attemptsWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The only satisfactory resolution to this complaint is a full refund for the money I paid for a working computer I never receivedAfter failures in a year Dell did not meet its warranty obligation to provide me with a working computerIt is not only the computer that failed, the warranty also failed They also never responded to how many hard drive failures are acceptable in a yearSeven failures is not acceptable to a customer and any reasonable person would agree.Regards, [redacted] ***
Thank you for providing a copy of the customer’s submissionA Dell representative will be assigned to this case and will contact the customer to address the contents of their complaint
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] , has confirmed issue has been resolvedAs a goodwill gesture the item in question has been sent to the customerPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, This is a follow up to our prior response dated April 25, The correct amount of the customer’s refund per Dell records of a conversation with our representative from April 5, 2016, is that the customer would be refunded $which has been credited to the customer’s Dell account and confirmed as returned to the original form of payment, the customer’s Discover card He should see this reflected on his next credit card billing statement The customer may contact our representative at [redacted] _ [redacted] @Dell.com should there be any further questions regarding this matterSincerely, Executive Support Team Incident 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 concernsPlease note that the Account related issues have been resolved and a replacement unit was processedOur records show that the replacement order# [redacted] was delivered on August 8, under FedEx tracking# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur 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
Revdex.com Complaint ID [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submission Our records indicate the Dell representative; [redacted] has informed the customer the Dell Advantage Rewards are for Consumer customers; therefore the customer should place any orders using the Rewards on the Consumer side of businessThe customer cannot place orders in the business division using Consumer Rewards Please refer the customer back to our representative if they should need any further assistance in this matter 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 refund We regret any dissatisfaction he may have experienced and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance and subsequently the customer’s promotional gift card funds have been refundedWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matterSincerely,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 experienceDell representative [redacted] , conferenced the customer in with sales the order was placed with a $difference in price after current promotions were appliedThe representative explained that once the order has invoiced [redacted] will process a $discount back to the original mode of paymentThe representative will maintain ownership of the account and will update the customer with shipping information once availableAt that time the representative will begin the discount creditThe customer may contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com: I have reviewed the response made by Dell in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I will be awaiting the refund check and account statement to verify the accuracy of the resolutionThank you Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] * [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 product replacement, which was delivered on June 15, under FedEx tracking number [redacted] Our 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
Today’s Date: 06/03/2015Dear 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 continues to work with the customerDell 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] .Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Dell records indicate Dell representative [redacted] has requested a copy of proof of purchase and a state valid ID before we can move forward with the investigationWe ask that the customer contact the representative by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell
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 concernsPlease note that Dell sincerely values and respects our customers’ privacyFurthermore, our investigation did not find any wrong doing by DellOur representative also informed Mr [redacted] about our privacy statement [redacted] His request for compensation 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative [redacted] has confirmed the customer has received gift cards for $and $Due to the miss information provided in the email that was sent to the customerDell is providing a cash credit back to the customers’ original form of payment for $We show the credit has closed out and will reflect on the customer’s credit card in to business hoursHere is the Credit memo [redacted] for the customers’ recordsAt this time Dell considers this matter closedSincerely, Advanced Resolution Group INC# [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerWe understand the customers’ frustration over the parts back log it is unfortunate but does happenWe have confirmed that the replacement system is working fineWhen accidental damage is involved the complete care warranty is utilized which does require the system be shipped to the depotDell does not compensate for down time which is explained in the warranty informationThe customer has also indicated they wanted no further contact by DellFor additional information the customer may visit www.Dell.com/SupportSincerely, Advanced Resolution Group [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 submission Our records indicate Dell representative; [redacted] has offered the customer either a return of the equipment for a full refund or a $concession if he chooses to keep the computer The customer has accepted the $concession to address the matter, although he has expressed this is still not the preferred response We certainly do apologize for the negative experience our customer had encountered; and we do appreciate his candid input on the subject Please have the customer contact our representative directly by email at [redacted] @Dell.com if they 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: They did send me a refurbished unit to replace a unit I bought newHowever, this deal has one big limitationThe refurbished unit only has a day waranty that was the remainder of the original unitIf this their idea of a great fix then all I can say is I am not happy because of all I lost and will never purchase another Dell productNor will I ever recommend someone else buy one Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Here the issue is not promotion expiring the issue was with the showing the wrong price on the website and changing it when adding to the cart and when called was told that its a mistake from the catalog teami believe mistakes should not impact customers Regards, [redacted]
Dear Revdex.com, As Dell’s stance in this matter remains unchanged, no further attempt will be made to contact the customerThe representative [redacted] respectfully denied the customer’s request for a return outside the day policyThe representative explained the hard drive size is capable of the updatesThe customer has the option to purchase an external hard driveOnce the additional items the customer has saved to the system can be backed up to and the updates can be completedPlease have the customer contact the representative by email at [redacted] @Dell.com with any additional concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur representative processed a system exchange for the customer and our records indicate it has been deliveredThe customer has not responded to subsequent contact attemptsWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The only satisfactory resolution to this complaint is a full refund for the money I paid for a working computer I never receivedAfter failures in a year Dell did not meet its warranty obligation to provide me with a working computerIt is not only the computer that failed, the warranty also failed They also never responded to how many hard drive failures are acceptable in a yearSeven failures is not acceptable to a customer and any reasonable person would agree.Regards, [redacted] ***