Today’s Date: 12/22/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 correspondenceAt this time the credit has been processed for the customerDell regrets any inconvenience causedWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The Tablet has been sent back to dell for further repair a second time Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has been in contact with the customer and per the terms and conditions of the sale, respectfully denied the request for a return for creditDepot service was dispatched and our records indicate the system has been repaired and delivered to the customerWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
A Dell representative is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact the representative at [redacted]
Complaint: [redacted] I am rejecting this response because: I haven't received definitive representationThe Dell representative first called at 10:PM on June 19th, and when I didn't answer because it was almost at night, sent me a follow up email making a big deal about responding during his working hours, which in no way included 10:pmI respond to the email THREE times before I finally get another phone call at 9:PM (again, not within his working hours) on June 24thA request to discuss this case via email rather than phone because I have trouble understanding the representative was met with another phone call before finally getting an email on June 28th that said they reviewed my case and saw that I was given options to renew my warrantySince I never heard from Dell after confirming my service tag number and asking for quotes for a variety of time frames since I didn't know what my options were (in terms of a year renewal, year renewal, etc), I replied to the email asking when exactly I was given options, and I've heard nothing back from themThey requested proof from me, and I feel like I should also get proof from them of these mysterious options I was never given 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 submissionThe customer’s request for interest charges were respectfully denied that the credit was postedAny interest charges that were not adjusted by her credit card company needs to be address with her bankWe remain available to assist the customerOur representative may be contacted directly by e-mail at [redacted] @DELL.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe representative did follow up with the customer and confirmed the system is working as designedThe representative explained what the customer is experiencing is a software issue possibly a virusThe representative offered to reset the OS but customer declined the assistanceThe representative explained software issues are not covered under the hardware warrantyIf the customer has any further concerns we request they email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have not received the credit as stated I checked with my credit card company and nothing has been processed as of today, 8/ Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] A Dell representative recently contacted [redacted] regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return policy.http://www.dell.com/learn/us/en/uscorp1/terms-of-sale-consumer?c=us&l=en&...⇄ http://www.dell.com/learn/us/en/19/services/out-of-warranty?~ck=mn Please note that our representative processed a fee based repair, which was completed on April 6th, and the unit was delivered on April 8th, under FedEx tracking# [redacted] Our representative also followwith [redacted] to confirm resolutionHer request for replacement or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] , in case [redacted] 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 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, ***, contacted the customer after attempting to repair the system at the depot a refurbished exchange has been authorizedThe representative will update the customer once shipping information is availableWe 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
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, ***, contacted the customer and apologized for the problemsThe representative had the Gift Card reissuedThe representative explained that under the terms and conditions of the gift card the funds cannot be used applied to the Dell Financial accountWe do apologize for any miss-communicationPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [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 experienceThe representative [redacted] contacted the customer and after the review of the accountThe customer indicated she has already resolved the problemThe representative explained how the hardware warranty works and the difference in software supportFor additional information the customer may visit www.Dell.com/Support for self help and warranty informationSincerely Advanced 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 submission Our records indicate Dell representative; [redacted] has been in communication with the customer, who has confirmed that after the reinstall of Windows 10, not only is he pleased to have this operating system back on his computer, but the issue with the system having problems recovering from sleep mode have been resolved as well The customer has expressed his sincere appreciation for the assistance 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
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, [redacted] 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 processed the customer’s refund and supplied her with a credit memo The refund should reflect in her next billing cycle Should the customer have any additional concerns they 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 Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
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 setup a return for refund for the Dragon software and provided a copy of the customer’s entitlements to the Adobe and McAfee software which spans months 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 GroupIncident 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 concernsAfter further review, our representative issued an onsite serviceOur records show that the onsite service was completed on April 24th, 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 email at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 3, and find that this resolution is satisfactory to me Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate that the system has been supported under the terms and conditions of the Dell warranty [redacted] The customer will need to contact the store he purchased the system from to retain a copy with the store name appearing on the receiptUpon first startup of the system the customer would have been prompted to register the system: [redacted] As 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 www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # [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 $gift card promotion We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and, for customer satisfaction reasons, processed a $concession coupon which the customer can use toward a future Dell purchase 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
Today’s Date: 12/22/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 correspondenceAt this time the credit has been processed for the customerDell regrets any inconvenience causedWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The Tablet has been sent back to dell for further repair a second time Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has been in contact with the customer and per the terms and conditions of the sale, respectfully denied the request for a return for creditDepot service was dispatched and our records indicate the system has been repaired and delivered to the customerWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
A Dell representative is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact the representative at [redacted]
Complaint: [redacted] I am rejecting this response because: I haven't received definitive representationThe Dell representative first called at 10:PM on June 19th, and when I didn't answer because it was almost at night, sent me a follow up email making a big deal about responding during his working hours, which in no way included 10:pmI respond to the email THREE times before I finally get another phone call at 9:PM (again, not within his working hours) on June 24thA request to discuss this case via email rather than phone because I have trouble understanding the representative was met with another phone call before finally getting an email on June 28th that said they reviewed my case and saw that I was given options to renew my warrantySince I never heard from Dell after confirming my service tag number and asking for quotes for a variety of time frames since I didn't know what my options were (in terms of a year renewal, year renewal, etc), I replied to the email asking when exactly I was given options, and I've heard nothing back from themThey requested proof from me, and I feel like I should also get proof from them of these mysterious options I was never given 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 submissionThe customer’s request for interest charges were respectfully denied that the credit was postedAny interest charges that were not adjusted by her credit card company needs to be address with her bankWe remain available to assist the customerOur representative may be contacted directly by e-mail at [redacted] @DELL.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe representative did follow up with the customer and confirmed the system is working as designedThe representative explained what the customer is experiencing is a software issue possibly a virusThe representative offered to reset the OS but customer declined the assistanceThe representative explained software issues are not covered under the hardware warrantyIf the customer has any further concerns we request they email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have not received the credit as stated I checked with my credit card company and nothing has been processed as of today, 8/ Regards, [redacted] ***
A Dell representative is working with [redacted] to achieve a resolution for her concernsOur representative may be contacted via e-mail at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] A Dell representative recently contacted [redacted] regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return policy.http://www.dell.com/learn/us/en/uscorp1/terms-of-sale-consumer?c=us&l=en&...⇄ http://www.dell.com/learn/us/en/19/services/out-of-warranty?~ck=mn Please note that our representative processed a fee based repair, which was completed on April 6th, and the unit was delivered on April 8th, under FedEx tracking# [redacted] Our representative also followwith [redacted] to confirm resolutionHer request for replacement or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] , in case [redacted] 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 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, ***, contacted the customer after attempting to repair the system at the depot a refurbished exchange has been authorizedThe representative will update the customer once shipping information is availableWe 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
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, ***, contacted the customer and apologized for the problemsThe representative had the Gift Card reissuedThe representative explained that under the terms and conditions of the gift card the funds cannot be used applied to the Dell Financial accountWe do apologize for any miss-communicationPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [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 experienceThe representative [redacted] contacted the customer and after the review of the accountThe customer indicated she has already resolved the problemThe representative explained how the hardware warranty works and the difference in software supportFor additional information the customer may visit www.Dell.com/Support for self help and warranty informationSincerely Advanced 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 submission Our records indicate Dell representative; [redacted] has been in communication with the customer, who has confirmed that after the reinstall of Windows 10, not only is he pleased to have this operating system back on his computer, but the issue with the system having problems recovering from sleep mode have been resolved as well The customer has expressed his sincere appreciation for the assistance 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
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, [redacted] 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 processed the customer’s refund and supplied her with a credit memo The refund should reflect in her next billing cycle Should the customer have any additional concerns they 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 Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
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 setup a return for refund for the Dragon software and provided a copy of the customer’s entitlements to the Adobe and McAfee software which spans months 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 GroupIncident 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 concernsAfter further review, our representative issued an onsite serviceOur records show that the onsite service was completed on April 24th, 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 email at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 3, and find that this resolution is satisfactory to me Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate that the system has been supported under the terms and conditions of the Dell warranty [redacted] The customer will need to contact the store he purchased the system from to retain a copy with the store name appearing on the receiptUpon first startup of the system the customer would have been prompted to register the system: [redacted] As 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 www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # [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 $gift card promotion We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and, for customer satisfaction reasons, processed a $concession coupon which the customer can use toward a future Dell purchase 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