Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback Dell records indicate the customer purchased two TV’s under separate crs during 2015, reported that both were broken and had them replaced via exchange almost six months ago Subsequent calls were logged regarding a promotional gift card associated to a TV order however any requests for a refund would need to have been at the time of the exchanges as Dell will not be offering refunds after days from invoice, per Dell policy Since the date of the submission, a Dell representative attempted to contact the customer by telephone and e-mail however, to date, there has been no response by the customer to our representative’s contact attempts 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
Dell representative, [redacted] , contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative contacted the customer and offered an exchange and the customer agreedOur records indicate the replacement has been delivered and the customer confirms receipt We regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: This response covers only one specific issue out of the several which I had with the laptop, both before and after sending the device in for repair.It completely overlooks the other issues including the dead speaker, the black rings around the screen, the random rebooting, etc., The BIOS issue specifically relates to when the device was not working immediately after it was returned from repair (out of the box) and a BIOS wipe/reset was requiredIt was only after getting the laptop functional again that I was able to verify that the other issues had not been addressed during the repair, and that several other new issues were present 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 requested additional informationHowever; the customer has not responded to additional contact attemptsOur representative remains available to assistWe 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 Mr [redacted] **Our representative, [redacted] , advised Mr [redacted] that his feedback has been received and sent to the correct department and confirmed his personal information has not been compromised [redacted] may be contacted via email at [redacted] @Dell.comWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Today’s Date: 04/15/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] [redacted] 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] ** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in assisting the customer in receiving the balance of the funds due them for the return of Dell merchandise The customer has now received a full refund We certainly do apologize for any frustration this credit delay may have caused the customer We thank the customer and the Revdex.com for bringing the matter to our attention 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 monitored the customer’s computer repair at the depot and it has been returned 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for an accessory to go with his laptop purchase We regret any miscommunication which may have occurred and appreciate the feedback Dell offers accessories as a convenience to our customers however it would be at the customer’s discretion if they choose to purchase an accessory Dell will not provide accessories at no additional charge based on a customer’s interpretation of what should be included with a product they purchase Since the date of the submission, a Dell representative contacted the customer to discuss their concerns The customer requested that our representative send the accessory at no charge which our representative denied For customer satisfaction reasons, our representative offered to process a Return Authorization so the customer could obtain a refund once the computer is returned to Dell however the customer declined the offer The customer may contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident 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 experience Dell representative [redacted] contacted the customer and explained how the supply is limited when purchasing from the Dell OutletDue to the situation she authorized a exchange on the system the customer did receive so that she received a backlit keyboardThe representative confirmed receipt and provided a return shipping label for the system the customer did not wantWe remain available to assist and ask that the customer contact the representative [redacted] _***@Dell.com Sincerely 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] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has informed the customer of his credits; 09/13/$and 09/19/$ This matter has been addressed and is considered resolved We certainly do apologize for any frustration this matter may have caused our customer Please ask the customer to contact [redacted] directly by email at [redacted] @Dell.com if they should need further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell has recently communicated positively that my request for refund will be honored I have returned the computer as of May and I am still awaiting the promised credit Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:there is nothing new hereDell refuses to take responsibility for their issues and the problems that they causedA simple internet search will show this is far from an isolated issueThey were a good customer oriented company in the pastIt’s a shame when good companies lose sight of the importance of their customersIn the end the company suffersThey’ve certainly lost one very good loyal customer I’ll never buy another Dell product or recommend themI guess to Dell my $was worth more than a satisfied customerI wish them luck Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concerns and worked with the account verification department to resolve this matterOur records show that the credit for order number [redacted] has been posted to the original form of payment, which should reflect on next billing statementOur representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***As a one-time goodwill gesture, our representative, ***, dispatched a replacement MPI card to Mr*** Mr [redacted] confirms receipt of the card and reports it has resolved his issue [redacted] may be contacted via e-mail at [redacted] @Dell.comWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative has contacted him and respectfully denied his request for an exchangeHowever; per the terms and condition of the Dell Limited Warranty, depot service was offered to the customerMr [redacted] declined the offer and has not responded to subsequent contact attempts Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customerThe customers history of purchases he received Dell Advantage awards for his purchases made online in May, this reward is good for future Dell purchases onlyAt the time he placed order [redacted] (4/30) he didn’t have any active Dell advantage awards to apply to the purchaseThe expired Dell advantage rewards he mentioned were from 2013, once expired we are unable to reinstate *Rewards: Rewards are provided in the form of a promotional code10% back in rewards valid only on purchases using Dell Preferred Account and Dell Advantage Loyalty Program5% back in rewards valid on all other Dell Advantage purchasesBose products only eligible for 5% rewards with Dell AdvantageRewards arrive separately from purchase, typically in 10-days from ship date via email; expires in days (except where prohibited by law)Terms and conditions applySee www.dell.com/rewardterms Purchases of certain electronics, accessories and smartphones may not be eligible due to manufacturer rules and restrictionsWhere applicable, eligibility will be noted in the electronics and/or accessory product detail section The customer would have received a welcome package back in when he first applied for the Dell Advantage program about how he would receive the discount codesIt is not Dells responsibility to follow up or confirm receipt Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback Dell records indicate the customer purchased two TV’s under separate c
rs during 2015, reported that both were broken and had them replaced via exchange almost six months ago Subsequent calls were logged regarding a promotional gift card associated to a TV order however any requests for a refund would need to have been at the time of the exchanges as Dell will not be offering refunds after days from invoice, per Dell policy Since the date of the submission, a Dell representative attempted to contact the customer by telephone and e-mail however, to date, there has been no response by the customer to our representative’s contact attempts 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
Dell representative, [redacted] , contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative contacted the customer and offered an exchange and the customer agreedOur records indicate the replacement has been delivered and the customer confirms receipt We regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: This response covers only one specific issue out of the several which I had with the laptop, both before and after sending the device in for repair.It completely overlooks the other issues including the dead speaker, the black rings around the screen, the random rebooting, etc., The BIOS issue specifically relates to when the device was not working immediately after it was returned from repair (out of the box) and a BIOS wipe/reset was requiredIt was only after getting the laptop functional again that I was able to verify that the other issues had not been addressed during the repair, and that several other new issues were present 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 requested additional informationHowever; the customer has not responded to additional contact attemptsOur representative remains available to assistWe 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 Mr [redacted] **Our representative, [redacted] , advised Mr [redacted] that his feedback has been received and sent to the correct department and confirmed his personal information has not been compromised [redacted] may be contacted via email at [redacted] @Dell.comWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Today’s Date: 04/15/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] [redacted] 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] ** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in assisting the customer in receiving the balance of the funds due them for the return of Dell merchandise The customer has now received a full refund We certainly do apologize for any frustration this credit delay may have caused the customer We thank the customer and the Revdex.com for bringing the matter to our attention 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 monitored the customer’s computer repair at the depot and it has been returned 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for an accessory to go with his laptop purchase We regret any miscommunication which may have occurred and appreciate the feedback Dell offers accessories as a convenience to our customers however it would be at the customer’s discretion if they choose to purchase an accessory Dell will not provide accessories at no additional charge based on a customer’s interpretation of what should be included with a product they purchase Since the date of the submission, a Dell representative contacted the customer to discuss their concerns The customer requested that our representative send the accessory at no charge which our representative denied For customer satisfaction reasons, our representative offered to process a Return Authorization so the customer could obtain a refund once the computer is returned to Dell however the customer declined the offer The customer may contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: No refund yet Regards, [redacted] **
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] contacted the customer and explained how the supply is limited when purchasing from the Dell OutletDue to the situation she authorized a exchange on the system the customer did receive so that she received a backlit keyboardThe representative confirmed receipt and provided a return shipping label for the system the customer did not wantWe remain available to assist and ask that the customer contact the representative [redacted] _***@Dell.com Sincerely 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] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has informed the customer of his credits; 09/13/$and 09/19/$ This matter has been addressed and is considered resolved We certainly do apologize for any frustration this matter may have caused our customer Please ask the customer to contact [redacted] directly by email at [redacted] @Dell.com if they should need further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
The customer's case and Dell account are under review and a response or representative contact will be provided within five business days
Complaint: [redacted] I am rejecting this response because: Dell has recently communicated positively that my request for refund will be honored I have returned the computer as of May and I am still awaiting the promised credit Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:there is nothing new hereDell refuses to take responsibility for their issues and the problems that they causedA simple internet search will show this is far from an isolated issueThey were a good customer oriented company in the pastIt’s a shame when good companies lose sight of the importance of their customersIn the end the company suffersThey’ve certainly lost one very good loyal customer I’ll never buy another Dell product or recommend themI guess to Dell my $was worth more than a satisfied customerI wish them luck Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concerns and worked with the account verification department to resolve this matterOur records show that the credit for order number [redacted] has been posted to the original form of payment, which should reflect on next billing statementOur representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***As a one-time goodwill gesture, our representative, ***, dispatched a replacement MPI card to Mr*** Mr [redacted] confirms receipt of the card and reports it has resolved his issue [redacted] may be contacted via e-mail at [redacted] @Dell.comWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative has contacted him and respectfully denied his request for an exchangeHowever; per the terms and condition of the Dell Limited Warranty, depot service was offered to the customerMr [redacted] declined the offer and has not responded to subsequent contact attempts Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, As Dell’s stance in this matter remains unchanged, no further attempt has been made to contact the customerThe customers history of purchases he received Dell Advantage awards for his purchases made online in May, this reward is good for future Dell purchases onlyAt the time he placed order [redacted] (4/30) he didn’t have any active Dell advantage awards to apply to the purchaseThe expired Dell advantage rewards he mentioned were from 2013, once expired we are unable to reinstate *Rewards: Rewards are provided in the form of a promotional code10% back in rewards valid only on purchases using Dell Preferred Account and Dell Advantage Loyalty Program5% back in rewards valid on all other Dell Advantage purchasesBose products only eligible for 5% rewards with Dell AdvantageRewards arrive separately from purchase, typically in 10-days from ship date via email; expires in days (except where prohibited by law)Terms and conditions applySee www.dell.com/rewardterms Purchases of certain electronics, accessories and smartphones may not be eligible due to manufacturer rules and restrictionsWhere applicable, eligibility will be noted in the electronics and/or accessory product detail section The customer would have received a welcome package back in when he first applied for the Dell Advantage program about how he would receive the discount codesIt is not Dells responsibility to follow up or confirm receipt Advanced Resolution Group Incident [redacted] Dell Inc