Complaint: [redacted] I am rejecting this response because:It does nothing to resolve my complaint They say the gift card expired but my understanding is that Connecticut state laws says "...gift cards may not have an expiration date or inactivity fee" Which is a good law as it helps consumers and protects against this sort of thing.1) I purchased an XBOX from Dell (~$300) with the understanding that it came with a $gift card (as part of an Xbox promotion).2) I had difficulty getting the gift card (delay being sent, then it was emailed to me but was detected as junk mail, etc) but that is not particularly relevant to my core issue.3) I purchased a computer from Dell (~$600) and tried to use the gift card but was told that it had expired.4) I contacted Dell - no help5) I contacted Revdex.com, then Dell contacted me - still no help Time spent on phone waiting for Dell representative, numerous calls on both our parts trying to get in touch - i.emore wasted time And so in the end $spent but they are not honoring the gift card 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 provide assistance with processing the balance of the customer’s refunds Our representative verified with the customer that his orders have now been refunded in full We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [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] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has researched the matter extensively for our customer, but the results remain the same Unfortunately that promotion has ended and Dell is unable to sell the computers to the customer at the promotional price We certainly do apologize for any disappointment 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 customers’ submissionDell representative, Susan is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at [redacted] @Dell.com
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situationThe representative has attempted to troubleshoot with the customer and explained we need to determine what the issue is hardware or softwareThe customer has refused and continues to demand a return for creditThe representative has respectfully denied her request since she is outside the return period her order invoiced 3/11/We have not serviced the system at all since she received itWe have included the link for the customer to review the hardware warranty terms and conditions which we strongly suggest she review [redacted] The representative has followed up several times with no responsePlease have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Dell has no intentions of fixing my laptop! I have contacted numerous times and keep getting told I DAMAGED my laptopI sent proof of all the complaints about the DEFECTIVE hinges [redacted] wasn't the least bit helpful and was rude over and over yet as anyone can read, Dell is referring me back to him for any questionsAll the other representatives I've spoke with also blame the customersDell does not offer a response to the many complaints about the DEFECTS of their laptop hingesWhen questioning the representatives I was told that there would be a recall if that were the caseI provided many links proving otherwise! I requested my laptop be fixed and I'm told that Dell will fix it at my expense when it's diagnosed as DAMAGEDI don't have other laptops laying around that I can just use while I sent it off for an unspecified amount of time to HOPE that Dell will do the right thing and admit that it's DEFECTIVE! I was also told, "when it's diagnosed as damaged you will receive a call and can pay to have it repaired or shipped back as it was received." How is that getting me anywhere on getting my laptop fixed? In this response from Dell what did they do? They referred me right back to [redacted] !!! Does that sound like a company that wants to help their customers? All I am asking is assurance that my laptop is going to be fixed! I feel like Dell is dragging this along because I only have a short time left on the warranty and if it's prolonged then they won't have to fix itnot that they plan to anyway! I'm unhappy! I have a laptop that will not close without breaking and I'm told by Dell it's DAMAGED when it's DEFECTIVE! Regards, [redacted]
Today’s Date: 01/22/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 correspondence We thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] [email protected] 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 customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, [redacted] contacted the customer and confirms credit has postedPlease have the customer contact the representative by email at [redacted] _ [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: After already trying the Refurbished Memory Sticks AND the Refurbished Mother Boards; this system is not working property If I have already tried using their Refurbished products and the problem continues why would accept another Refurbished product It is not working!!!! Dell needs to realize that maybe their refurbished products are not as good as they should be and honor their products I feel that I have been more than reasonable as I allowed them to try (4) refurbished memory sticks and (2) refurbished Mother Boards.if these have not fixed my problems what makes them think that a Refurbished system is going to resolve my problem.I used my [redacted] Credit Card and this product I am still paying on; It is NOT they system that they advertised and does NOT work as they claim it does They should be able to refund my credit card so I canpurchase a product that can meet my needs as a Small Business Owner; if they are not willing to provide me with a brand new system Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I thank Revdex.com so muchThey are doing such a good work keeping me posted on every communication In this communication what Dell Incsaying is very unclear I asked for the repairs and not contacting back and forth the customer care representative or resolution specialist Mr [redacted] Mr [redacted] failed to provide the complete resolution with his opinion of break in the display was customer induced without offering any evidence I called his extension [redacted] (Fri, Feb @ am) , he was unavailable as alwaysI left a voicemail for himThis is not helping me at all with all the time and effort I am spending in this matter If Dell doesn't provide any solid resolution, I am in the process of seeking legal helpThank You Revdex.com again 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 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 the Limited Hardware Warranty and the Return PolicyFurthermore, as per the terms of the Limited Hardware Warranty, Depot service was processedOur records indicate that the service was completed on October 11, and the unit was delivered to the customer on October 12, Our representative will also follto verify that the unit is functioning properlyShould 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
Complaint: [redacted] I am rejecting this response because:You just confirmed the amount you charged me You finally got it!!! but still wont correct my account that is fraud at it's finest I guess my next step is to file a small claims against you for the FREE TV you just confirmed I was charged for Regards, [redacted] ***
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionDell has explained several times that the system will have to be reinstated at the customers’ expense and she will have to pay full price for the extended warrantyDell considers this matter closed and finalAdvanced Resolution Group Incident [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 submissionOur records indicate Dell representative; [redacted] has reached out to Ms [redacted] regarding her concerns, but there has been no response [redacted] has submitted the information provided by Ms [redacted] in her letter of complaint on Revdex.com’s website, to remove Ms [redacted] from Dell’s mailing list Please bear in mind the information on the physical mail, must match exactly to the request submitted So we hope Ms [redacted] has provided the correct information Additionally, we ask that the customer allow the process to complete Our mailing lists are done approximately six to eight weeks prior to delivery, therefore, the customer may receive up to three more catalogs/mailers due to the fact they may already be in the mail streamWe apologize for any inconvenience there may have been in regards to Ms [redacted] receiving unwanted marketing materials from Dell We make every effort to ensure that our catalogs and flyers are only sent to those who we feel might have an interest in Dell’s products and services 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Depot service was dispatched for the system and records indicate the system has been repaired and returned to Mr [redacted] He has confirmed with Rajesh, our representative, that the issues have been resolvedWe regret any dissatisfaction Mr [redacted] may have experiencedRajesh may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative contacted the customer and dispatched a system exchangeOur records indicate the system has been deliveredWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by [redacted] A Dell representative recently made multiple attempts to reach the customer; however, has not been able to discuss the contents of their correspondenceWe regret any dissatisfaction they may have experienced and appreciate the feedback provided regarding their Dell ExperienceOur representative may be contacted directly by email at [redacted] @Dell.com, in case the customer has any further concerns regarding this caseSincerely,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 contacted Mr [redacted] who requested a callback minutes later which the representative did but reached voicemailThe representative additional follow up calls continued to be left unansweredPlease understand the representative will make attempts before closing the caseThe representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Dear Revdex.com, Dell records indicate that the retailer Microsoft replaced the systemThe customer will need to register the replacement system into his nameThe customer may go to WWW.Dell.com/registerSincerely Advanced Resolution Group Incident [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***Our representative, [redacted] , respectfully denied Ms***’s request, however; [redacted] offered an exchange in accordance with the Dell Limited Warranty, which she accepted As a one-time goodwill gesture, [redacted] offered a coupon to Ms***Ms [redacted] verified the coupon has been received and our records indicate the replacement system has been deliveredWe regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience [redacted] may be contacted at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:It does nothing to resolve my complaint They say the gift card expired but my understanding is that Connecticut state laws says "...gift cards may not have an expiration date or inactivity fee" Which is a good law as it helps consumers and protects against this sort of thing.1) I purchased an XBOX from Dell (~$300) with the understanding that it came with a $gift card (as part of an Xbox promotion).2) I had difficulty getting the gift card (delay being sent, then it was emailed to me but was detected as junk mail, etc) but that is not particularly relevant to my core issue.3) I purchased a computer from Dell (~$600) and tried to use the gift card but was told that it had expired.4) I contacted Dell - no help5) I contacted Revdex.com, then Dell contacted me - still no help Time spent on phone waiting for Dell representative, numerous calls on both our parts trying to get in touch - i.emore wasted time And so in the end $spent but they are not honoring the gift card 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 provide assistance with processing the balance of the customer’s refunds Our representative verified with the customer that his orders have now been refunded in full We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [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] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has researched the matter extensively for our customer, but the results remain the same Unfortunately that promotion has ended and Dell is unable to sell the computers to the customer at the promotional price We certainly do apologize for any disappointment 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 customers’ submissionDell representative, Susan is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at [redacted] @Dell.com
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situationThe representative has attempted to troubleshoot with the customer and explained we need to determine what the issue is hardware or softwareThe customer has refused and continues to demand a return for creditThe representative has respectfully denied her request since she is outside the return period her order invoiced 3/11/We have not serviced the system at all since she received itWe have included the link for the customer to review the hardware warranty terms and conditions which we strongly suggest she review [redacted] The representative has followed up several times with no responsePlease have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Dell has no intentions of fixing my laptop! I have contacted numerous times and keep getting told I DAMAGED my laptopI sent proof of all the complaints about the DEFECTIVE hinges [redacted] wasn't the least bit helpful and was rude over and over yet as anyone can read, Dell is referring me back to him for any questionsAll the other representatives I've spoke with also blame the customersDell does not offer a response to the many complaints about the DEFECTS of their laptop hingesWhen questioning the representatives I was told that there would be a recall if that were the caseI provided many links proving otherwise! I requested my laptop be fixed and I'm told that Dell will fix it at my expense when it's diagnosed as DAMAGEDI don't have other laptops laying around that I can just use while I sent it off for an unspecified amount of time to HOPE that Dell will do the right thing and admit that it's DEFECTIVE! I was also told, "when it's diagnosed as damaged you will receive a call and can pay to have it repaired or shipped back as it was received." How is that getting me anywhere on getting my laptop fixed? In this response from Dell what did they do? They referred me right back to [redacted] !!! Does that sound like a company that wants to help their customers? All I am asking is assurance that my laptop is going to be fixed! I feel like Dell is dragging this along because I only have a short time left on the warranty and if it's prolonged then they won't have to fix itnot that they plan to anyway! I'm unhappy! I have a laptop that will not close without breaking and I'm told by Dell it's DAMAGED when it's DEFECTIVE! Regards, [redacted]
Today’s Date: 01/22/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 correspondence We thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] [email protected] 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 customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, [redacted] contacted the customer and confirms credit has postedPlease have the customer contact the representative by email at [redacted] _ [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: After already trying the Refurbished Memory Sticks AND the Refurbished Mother Boards; this system is not working property If I have already tried using their Refurbished products and the problem continues why would accept another Refurbished product It is not working!!!! Dell needs to realize that maybe their refurbished products are not as good as they should be and honor their products I feel that I have been more than reasonable as I allowed them to try (4) refurbished memory sticks and (2) refurbished Mother Boards.if these have not fixed my problems what makes them think that a Refurbished system is going to resolve my problem.I used my [redacted] Credit Card and this product I am still paying on; It is NOT they system that they advertised and does NOT work as they claim it does They should be able to refund my credit card so I canpurchase a product that can meet my needs as a Small Business Owner; if they are not willing to provide me with a brand new system Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I thank Revdex.com so muchThey are doing such a good work keeping me posted on every communication In this communication what Dell Incsaying is very unclear I asked for the repairs and not contacting back and forth the customer care representative or resolution specialist Mr [redacted] Mr [redacted] failed to provide the complete resolution with his opinion of break in the display was customer induced without offering any evidence I called his extension [redacted] (Fri, Feb @ am) , he was unavailable as alwaysI left a voicemail for himThis is not helping me at all with all the time and effort I am spending in this matter If Dell doesn't provide any solid resolution, I am in the process of seeking legal helpThank You Revdex.com again 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 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 the Limited Hardware Warranty and the Return PolicyFurthermore, as per the terms of the Limited Hardware Warranty, Depot service was processedOur records indicate that the service was completed on October 11, and the unit was delivered to the customer on October 12, Our representative will also follto verify that the unit is functioning properlyShould 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
Complaint: [redacted] I am rejecting this response because:You just confirmed the amount you charged me You finally got it!!! but still wont correct my account that is fraud at it's finest I guess my next step is to file a small claims against you for the FREE TV you just confirmed I was charged for Regards, [redacted] ***
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionDell has explained several times that the system will have to be reinstated at the customers’ expense and she will have to pay full price for the extended warrantyDell considers this matter closed and finalAdvanced Resolution Group Incident [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 submissionOur records indicate Dell representative; [redacted] has reached out to Ms [redacted] regarding her concerns, but there has been no response [redacted] has submitted the information provided by Ms [redacted] in her letter of complaint on Revdex.com’s website, to remove Ms [redacted] from Dell’s mailing list Please bear in mind the information on the physical mail, must match exactly to the request submitted So we hope Ms [redacted] has provided the correct information Additionally, we ask that the customer allow the process to complete Our mailing lists are done approximately six to eight weeks prior to delivery, therefore, the customer may receive up to three more catalogs/mailers due to the fact they may already be in the mail streamWe apologize for any inconvenience there may have been in regards to Ms [redacted] receiving unwanted marketing materials from Dell We make every effort to ensure that our catalogs and flyers are only sent to those who we feel might have an interest in Dell’s products and services 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Depot service was dispatched for the system and records indicate the system has been repaired and returned to Mr [redacted] He has confirmed with Rajesh, our representative, that the issues have been resolvedWe regret any dissatisfaction Mr [redacted] may have experiencedRajesh may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative contacted the customer and dispatched a system exchangeOur records indicate the system has been deliveredWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by [redacted] A Dell representative recently made multiple attempts to reach the customer; however, has not been able to discuss the contents of their correspondenceWe regret any dissatisfaction they may have experienced and appreciate the feedback provided regarding their Dell ExperienceOur representative may be contacted directly by email at [redacted] @Dell.com, in case the customer has any further concerns regarding this caseSincerely,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 contacted Mr [redacted] who requested a callback minutes later which the representative did but reached voicemailThe representative additional follow up calls continued to be left unansweredPlease understand the representative will make attempts before closing the caseThe representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Dear Revdex.com, Dell records indicate that the retailer Microsoft replaced the systemThe customer will need to register the replacement system into his nameThe customer may go to WWW.Dell.com/registerSincerely Advanced Resolution Group Incident [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***Our representative, [redacted] , respectfully denied Ms***’s request, however; [redacted] offered an exchange in accordance with the Dell Limited Warranty, which she accepted As a one-time goodwill gesture, [redacted] offered a coupon to Ms***Ms [redacted] verified the coupon has been received and our records indicate the replacement system has been deliveredWe regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience [redacted] may be contacted at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc