Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative [redacted] is attempting to reach the customer in regards to her request for interest charges to be reimbursedThe representative will need a copy of the credit card statement showing the interest charges in order to reimburseThe customer can email a copy to her and remove all but the last four digits of the credit cardOnce the statement is received the representative will request a check be issued to the customerThe representative can be reached by email at [redacted] Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: For years Dell has used deceptive advertising practices on their RAMThey need to commit to clear advertising, not just saying they value customer feedbackThe last machine I bought from them in had the same problem where they advertised GB RAM, the salesperson confirmed verbally 3x2GB RAM, and yet I received 6x1GB RAMThis time around it was GB RAM as advertised and as confirmed by the salesperson and yet the written quote revealed it was actually 2x8GB RAMI only got the quote because of being duped in my previous experienceI have stopped doing business with Dell, but it seems inappropriate for me to say this is a successful resolution when they haven't show clear signs they will stop duping other customers in the futureTheir advertisement should match their written quotes Regards, [redacted]
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 Dell had sent a repairman to the house and he replaced the motherboard and the keyboard/touchpad palmrest it worked for about an hour and then the keyboard failed Dell is supposed to send another repairman to my house 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 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 complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has provided the customer with the refunds and gift cards requested 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
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 explained there was a problem with the orginial configuration and order was replacedThe representative also provided tracking information showing system was due for delivery 12/8/The customer requested compensation for the delay which the representative respectfully denied but offered to assist in setting up the system if neededWe remain available to assist the customer if needed and we ask that he contact the representative by email at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [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] ***
Complaint: [redacted] I am rejecting this response because Dell gave us inconsistent information from different sales representative We received refund from the 1st order recently If Dell handled it properly in the beginning, we won't spend extra hours, multiple phone calls and order with other accounts (Dell rep told us to use different accounts) Also, we have some orders used the same account as the 1st order It is unreasonable for single individual to order so many TV, but shipped to the same church address Also, Dell has no rights to forcefully withhold tax for church purchase It's between IRS and the church If you have any questions about those purchases, you can contact the church to confirm those purchases are not personal, but for the church with tax exemptHere is the list of orders get rejected for tax refund [redacted] [redacted] [redacted] 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, [redacted] *** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in having the customer’s contact information suppressed from receiving any further unwanted marketing materials from Dell and/or any of our Partners [redacted] has notified the customer by email, since he was unable to connect with the customer by phone, letting him know this process is complete We certainly do apologize for any frustration or inconvenience this matter may have caused our customer 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
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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe 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 records indicate, a Depot service was issued; however, the customer elected not to mathe unit for serviceAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered an onsite service, as well as, a certified replacement unitPlease note that the customer declined our offer of assistanceTheir request for a new replacement was respectfully deniedWe remain ready to assist within the terms of Dell’s limited hardware warranty and our other policiesShould 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 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 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
Today’s Date: 06/29/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondenceThe customer states concerns with the battery not functioningAt this time the agent has advised the customer they are outside the warranty period and the battery cannot be servicedHowever the agent offered a discounted rate to replace the batteryThe customer declinedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should they reconsider the discounted rate offered Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I provided proof that you did not hold up your end by cancelling my order within the time frame you asked forThat is unacceptableIt is also unacceptable that I had to spend 4+ hours of my time to try and resolve what you asked of me by constantly emailing and waiting on hold for a HUGE amount of timeI have since purchased three new TV's from [redacted] ***So to sum up this can be closed but I do not find the terms "acceptable" Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionA Dell representative had the gift card reissued and confirmed it has been sentThe customer has voiced that he will not accept this as a resolutionDell will not reissue the Gift card again and considers this issue closedOur representative may be contacted directly by e-mail at [redacted] @Dell.com Sincerely, Advanced Resolution Group [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
Complaint: [redacted] I am rejecting this response because: it was not an miscommunication or expectation of a return the Dell representative stated both on the phone and in the email that we would be sent a "way bill" and once the computer was returned a refund would be issued to our bank account There is no miscommunication or confused expectation Dell is refusing to stand behind their representative and their written word I purchased another computer after being told I would receive a refund as my daughter required a computer for college We had an agreement between us in writing and I acted upon that agreement Dell cannot take back the agreement days after making that agreement.In addition, the third party will not accept the computer on any level because Dell has already accepted and fixed that computer According to Office Depot once Dell accepted and fixed the computer the first time Office Depot is unable to get involved and it now Dell's responsibility Dell cannot take a computer back under warranty and later say the third party is responsible Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I will see you in court Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative [redacted] is attempting to reach the customer in regards to her request for interest charges to be reimbursedThe representative will need a copy of the credit card statement showing the interest charges in order to reimburseThe customer can email a copy to her and remove all but the last four digits of the credit cardOnce the statement is received the representative will request a check be issued to the customerThe representative can be reached by email at [redacted] Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: For years Dell has used deceptive advertising practices on their RAMThey need to commit to clear advertising, not just saying they value customer feedbackThe last machine I bought from them in had the same problem where they advertised GB RAM, the salesperson confirmed verbally 3x2GB RAM, and yet I received 6x1GB RAMThis time around it was GB RAM as advertised and as confirmed by the salesperson and yet the written quote revealed it was actually 2x8GB RAMI only got the quote because of being duped in my previous experienceI have stopped doing business with Dell, but it seems inappropriate for me to say this is a successful resolution when they haven't show clear signs they will stop duping other customers in the futureTheir advertisement should match their written quotes Regards, [redacted]
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 Dell had sent a repairman to the house and he replaced the motherboard and the keyboard/touchpad palmrest it worked for about an hour and then the keyboard failed Dell is supposed to send another repairman to my house 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 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 complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has provided the customer with the refunds and gift cards requested 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
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 explained there was a problem with the orginial configuration and order was replacedThe representative also provided tracking information showing system was due for delivery 12/8/The customer requested compensation for the delay which the representative respectfully denied but offered to assist in setting up the system if neededWe remain available to assist the customer if needed and we ask that he contact the representative by email at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [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] ***
Complaint: [redacted] I am rejecting this response because Dell gave us inconsistent information from different sales representative We received refund from the 1st order recently If Dell handled it properly in the beginning, we won't spend extra hours, multiple phone calls and order with other accounts (Dell rep told us to use different accounts) Also, we have some orders used the same account as the 1st order It is unreasonable for single individual to order so many TV, but shipped to the same church address Also, Dell has no rights to forcefully withhold tax for church purchase It's between IRS and the church If you have any questions about those purchases, you can contact the church to confirm those purchases are not personal, but for the church with tax exemptHere is the list of orders get rejected for tax refund [redacted] [redacted] [redacted] 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, [redacted] *** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in having the customer’s contact information suppressed from receiving any further unwanted marketing materials from Dell and/or any of our Partners [redacted] has notified the customer by email, since he was unable to connect with the customer by phone, letting him know this process is complete We certainly do apologize for any frustration or inconvenience this matter may have caused our customer 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
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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe 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 records indicate, a Depot service was issued; however, the customer elected not to mathe unit for serviceAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered an onsite service, as well as, a certified replacement unitPlease note that the customer declined our offer of assistanceTheir request for a new replacement was respectfully deniedWe remain ready to assist within the terms of Dell’s limited hardware warranty and our other policiesShould 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 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 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
Today’s Date: 06/29/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondenceThe customer states concerns with the battery not functioningAt this time the agent has advised the customer they are outside the warranty period and the battery cannot be servicedHowever the agent offered a discounted rate to replace the batteryThe customer declinedDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should they reconsider the discounted rate offered Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I provided proof that you did not hold up your end by cancelling my order within the time frame you asked forThat is unacceptableIt is also unacceptable that I had to spend 4+ hours of my time to try and resolve what you asked of me by constantly emailing and waiting on hold for a HUGE amount of timeI have since purchased three new TV's from [redacted] ***So to sum up this can be closed but I do not find the terms "acceptable" Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:There is a tracking number for new item, but it has not arrived Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionA Dell representative had the gift card reissued and confirmed it has been sentThe customer has voiced that he will not accept this as a resolutionDell will not reissue the Gift card again and considers this issue closedOur representative may be contacted directly by e-mail at [redacted] @Dell.com Sincerely, Advanced Resolution Group [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
Complaint: [redacted] I am rejecting this response because: it was not an miscommunication or expectation of a return the Dell representative stated both on the phone and in the email that we would be sent a "way bill" and once the computer was returned a refund would be issued to our bank account There is no miscommunication or confused expectation Dell is refusing to stand behind their representative and their written word I purchased another computer after being told I would receive a refund as my daughter required a computer for college We had an agreement between us in writing and I acted upon that agreement Dell cannot take back the agreement days after making that agreement.In addition, the third party will not accept the computer on any level because Dell has already accepted and fixed that computer According to Office Depot once Dell accepted and fixed the computer the first time Office Depot is unable to get involved and it now Dell's responsibility Dell cannot take a computer back under warranty and later say the third party is responsible Regards, [redacted] ***