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 submissionOur Dell representative [redacted] followed up with the customer and completed troubleshooting stepsAt this time the system is working as designedPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsPlease note that our representative confirmed hardware functionality and provided technical assistanceFurthermore, the representative made multiple attempts to reach Mr [redacted] to confirm resolution; however, Mr [redacted] elected not to respondHis request for replacement was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently spoke to Mr [redacted] regarding their concernsOur representative informed him of the terms and conditions of Dell Advantage Rewards [redacted] Mr [redacted] confirmed that they received the gift card and the issue has been resolvedWe regret any dissatisfaction they may have experienced and appreciate the feedback provided regarding their Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case they have any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] is attempting to follow up with customer by phone and emailPer the terms of Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properlySince the date of the submission, a Dell representative contacted the customer and offered support, per the terms of the warranty, however, to date, the customer has refused to work with our technical representatives to perform diagnosticsDell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issueWe remain ready to assist the customer within the terms of the warranty and our other policiesThe customer has been out of warranty since March but we have continued to offer free supportThe customer will need to respond to the representative no later than Monday 5/8/and agree to troubleshootAfter that time the customer will need to contact our out of warranty departmentWe ask that the customer please follow up with the representative by emailing [redacted] Sincerely, Advanced Resolution Group INC# [redacted] Dell Inc
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 Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Dell never offered to honor my price match requestThey offered me a discount from the full MSRP, which is on par with many of their online sales through various channelsThere was no significant discount offered on the product that brought the price anywhere close to the price of the competitor's computer that matched all the key specifications of the Dell laptopAgain, I am no longer interested in purchasing a PC from Dell but Dell still has not modified their published price match policy at allIf their policy is to not price match certain models they sell, or if they won't price match a comparable laptop because it has additional features that Dell doesn't have, it should state so on its websiteUnfortunately, they publish a list of key criteria for price matching but still refuse to honor it when they don't like the priceThey come up with completely unreasonable, minor, and insignificant reasons that the comparable PC is not eligible for matchingAnd then they proceed to try to sell you on an inferior model of computerWhich is the main reason for my complaint I strongly believe that this advertising campaign is deceptive and misleading to less tech knowledgeable consumers Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Mr [redacted] did not provide any evidence of Customer induced damage to the screen display of the computer In last couple of communications, on Jan and 2nd Feb mentioned to me that break in due to "customer induced damage" and customer has to pay $ + tax towards the cost of the repairsI asked for the detailed diagnosticsHowever, he provided only the image with the broken screen display which is redundant information as I already knew the condition of the computerSo he didn't add anything as such When I talked to [redacted] for the first time, I figured that this is what going to happen, Dell will bring in the computer for repair and regardless they will charge me with the repair cost [redacted] mentioned to me that "We will perform a check and if found 'customer induced damage', you have to pay $+ tax." So basically, he was just ready to bring in computer for repair and charge me $+ tax The company didn't provide any diagnosis but a technician's opinion that the damage is customer induced based on the image provided in this communication Moreover, the communication from Dell to Revdex.com states that the physical damages are not covered under warrantyWell, this is not a physical damage, it's an internal hardware that doesn't have the endurance or sustainability and it failed My laptop computer doesn't have a scratch or damage onto the glass above the screen or no history of careless handlingI don't know whether it's weather, temperature or something else that caused the break in the LCD screen I am not responsible for the repair since the unit is under warrantyMr [redacted] didn't have any evidence of customer induced damage, that's why he just procrastinated the replies and tried implying the opinions of the technicians or his own Mr [redacted] said the same thing in different communications on 01/19/16, 01/27/16, and 02/02/but never provided any significant proof of "customer induced damage".Moreover, I kept receiving communications from Mr [redacted] ***, that he was trying to contact me for last days ( Never called in those days or e-mailed me about the Dell incident, such a lousy customer service and waste of time)What he stated in his e-mail is completely different"Status: Billable Hold as there is a problem found with one of the major components of the system / repairs are not covered as a part of the warranty." Mr [redacted] doesn't say anything about "Customer Induced Damage"The problem is with the major component and it could be because wear and tear, then why I should be responsible for the repair cost?? Finally, I had to politely stop Mr [redacted] about his non sense e-mails and he apologized for that.I sent my disagreement e-mail to Mr [redacted] and without any further discussion, Mr [redacted] decided to send the unit back to me without performing any repairs.I am seeking your assistance to help me in this regardI think I deserve a cost free repair on my laptop computer, since the break in the screen display screen is not my faultI should get the justiceMy complaint is not only about the cost associated with the repair but the lousy customer service and denial on the part of the company that they don't have the sustainable internal hardwareThank You.Very Respectfully,- [redacted] Regards, [redacted]
Today’s Date: 05/08/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondenceAt this time the customers concerns have been addressedDell 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 there be any other questions or concerns.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 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 explained to the customer the DVD provided to him is to reinstall his operating system on the hard drive the onsite technician replaced 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
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 submissionOur records indicate Dell representative; [redacted] has authorized a depot repair at no charge to the customer due to the fact the system should be supported by Dell per the Terms and Conditions of the Hardware Warranty, just as Mr [redacted] had explained in his letter to the Revdex.com Dell repairs are guaranteed for ninety (90) days or by the valid warranty; whichever is longest Mr [redacted] ’s computer had been originally repaired during the warranty period however, the issue re-manifested during the ninety (90) days guarantee period, even though the warranty at that point had expired he was entitled to the repair We certainly do apologize to our customer for any miscommunication or frustration this matter may have caused him Today, [redacted] has called Mr [redacted] to confirm the repaired computer has been received and the system is now working as intended Mr [redacted] has expressed his appreciation for the covered repair and reports the system appears to be working well; however he would like to test it a few more days to be certain all issues are resolved [redacted] has asked the customer to call her back directly if he should need any further assistance in this matter Please have the customer contact our representative directly by email at ***_***@Dell.com if they should need assistance Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Today’s Date: 11/12/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 agent appears to have resolved the software matter for the customerThe customer has not responded since the resolution was provided and as such the case is being closedWe 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
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 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 resolved the customer’s issue 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 Ms [redacted] ***A Dell representative recently spoke to Mr [redacted] regarding his concernsMr [redacted] stated that he received the Dell Advantage Rewards associated with his order number [redacted] and the issue has been resolvedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in Mr [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 Ms [redacted] Our representative, [redacted] , processed an exchange and our records indicate the original system has been returnedWe regret any dissatisfaction Ms [redacted] may have experienced and [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] **Customer expressed dissatisfaction with Dell support and wants the Gift Card reissuedWe regret any dissatisfaction they may have experienced and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative also worked with the Gift Card department to resolve this matterAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement Gift Card and followwith the customer to confirm resolutionShould the customer have any additional concerns regarding this case, 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
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 replaced the customer’s computer with a system exchange Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted] 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 informed the customer their replacement order has shipped and the customer has confirmed receipt Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] 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 providing a copy of the customer’s follow up submission Mr [redacted] expressed dissatisfaction with Dell’s response and wants a refund or an exchange for a different model computer We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a thirty (30) day return period and, as the order invoiced during 2016, a return for a refund would not be an option Rechargeable batteries used in portable systems are considered consumables and will deteriorate over time based on a customer’s usage, which will also determine the time a battery will function between charges The length of the charge is determined by the applications used by each customer while on battery power and may not match the length of the charge time experienced by other customers or specifications estimates Dell records indicate the computer is functioning properly and Dell will not provide an unlike exchange computer As Dell’s stance remains unchanged, no further attempt will be made to reach Mr [redacted] regarding this matterOur representatives remain available to discuss these issues however there will be no change to this response.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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 To whom it may concern,Sincerely, want to thank the Revdex.com for taking care of the important issue with Dell.As, of December 16, I have FINALLY received back to my Visa Credit Card a payment of $28.26; I believe that's what it was.Now, we can finally close out this case!It's been wonderful to have a non-profit agency like Revdex.com resolve issues and get right on top of them ASAP for the general public.Thank you once, again for your contacts, assistance, communications back and forth between myself and the DELL, and all the work you guys at Revdex.com have successfully done to get this issue resolved for me.Have a Great day!Merry Christmas!!!Yours Truly,Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I was sent a defective item from the beginning (as I had mentioned in the original message through Revdex.com)I am appalled that DELL is not owning up to its defective unitWithin the first year of warranty, DELL had to replace almost everything in this laptop, which, for a "refurbished" item, is an anomalyDespite my repeated pleas, DELL has not been willing to replace the item from the beginning, even before the warranty had expiredTheir chat sessions with me bear testimony to thatThis irresponsibility and trying to wheedle out more money from its customer is NOT acceptable and goes against any business ethicsIf DELL does not replace this defective unit, my next recourse of action would have to be the small claims through [redacted] local sessions courtThis is simply unacceptable and atrocious from DELL 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 submissionOur Dell representative [redacted] followed up with the customer and completed troubleshooting stepsAt this time the system is working as designedPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsPlease note that our representative confirmed hardware functionality and provided technical assistanceFurthermore, the representative made multiple attempts to reach Mr [redacted] to confirm resolution; however, Mr [redacted] elected not to respondHis request for replacement was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently spoke to Mr [redacted] regarding their concernsOur representative informed him of the terms and conditions of Dell Advantage Rewards [redacted] Mr [redacted] confirmed that they received the gift card and the issue has been resolvedWe regret any dissatisfaction they may have experienced and appreciate the feedback provided regarding their Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case they have any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] is attempting to follow up with customer by phone and emailPer the terms of Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properlySince the date of the submission, a Dell representative contacted the customer and offered support, per the terms of the warranty, however, to date, the customer has refused to work with our technical representatives to perform diagnosticsDell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issueWe remain ready to assist the customer within the terms of the warranty and our other policiesThe customer has been out of warranty since March but we have continued to offer free supportThe customer will need to respond to the representative no later than Monday 5/8/and agree to troubleshootAfter that time the customer will need to contact our out of warranty departmentWe ask that the customer please follow up with the representative by emailing [redacted] Sincerely, Advanced Resolution Group INC# [redacted] Dell Inc
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 Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Dell never offered to honor my price match requestThey offered me a discount from the full MSRP, which is on par with many of their online sales through various channelsThere was no significant discount offered on the product that brought the price anywhere close to the price of the competitor's computer that matched all the key specifications of the Dell laptopAgain, I am no longer interested in purchasing a PC from Dell but Dell still has not modified their published price match policy at allIf their policy is to not price match certain models they sell, or if they won't price match a comparable laptop because it has additional features that Dell doesn't have, it should state so on its websiteUnfortunately, they publish a list of key criteria for price matching but still refuse to honor it when they don't like the priceThey come up with completely unreasonable, minor, and insignificant reasons that the comparable PC is not eligible for matchingAnd then they proceed to try to sell you on an inferior model of computerWhich is the main reason for my complaint I strongly believe that this advertising campaign is deceptive and misleading to less tech knowledgeable consumers Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Mr [redacted] did not provide any evidence of Customer induced damage to the screen display of the computer In last couple of communications, on Jan and 2nd Feb mentioned to me that break in due to "customer induced damage" and customer has to pay $ + tax towards the cost of the repairsI asked for the detailed diagnosticsHowever, he provided only the image with the broken screen display which is redundant information as I already knew the condition of the computerSo he didn't add anything as such When I talked to [redacted] for the first time, I figured that this is what going to happen, Dell will bring in the computer for repair and regardless they will charge me with the repair cost [redacted] mentioned to me that "We will perform a check and if found 'customer induced damage', you have to pay $+ tax." So basically, he was just ready to bring in computer for repair and charge me $+ tax The company didn't provide any diagnosis but a technician's opinion that the damage is customer induced based on the image provided in this communication Moreover, the communication from Dell to Revdex.com states that the physical damages are not covered under warrantyWell, this is not a physical damage, it's an internal hardware that doesn't have the endurance or sustainability and it failed My laptop computer doesn't have a scratch or damage onto the glass above the screen or no history of careless handlingI don't know whether it's weather, temperature or something else that caused the break in the LCD screen I am not responsible for the repair since the unit is under warrantyMr [redacted] didn't have any evidence of customer induced damage, that's why he just procrastinated the replies and tried implying the opinions of the technicians or his own Mr [redacted] said the same thing in different communications on 01/19/16, 01/27/16, and 02/02/but never provided any significant proof of "customer induced damage".Moreover, I kept receiving communications from Mr [redacted] ***, that he was trying to contact me for last days ( Never called in those days or e-mailed me about the Dell incident, such a lousy customer service and waste of time)What he stated in his e-mail is completely different"Status: Billable Hold as there is a problem found with one of the major components of the system / repairs are not covered as a part of the warranty." Mr [redacted] doesn't say anything about "Customer Induced Damage"The problem is with the major component and it could be because wear and tear, then why I should be responsible for the repair cost?? Finally, I had to politely stop Mr [redacted] about his non sense e-mails and he apologized for that.I sent my disagreement e-mail to Mr [redacted] and without any further discussion, Mr [redacted] decided to send the unit back to me without performing any repairs.I am seeking your assistance to help me in this regardI think I deserve a cost free repair on my laptop computer, since the break in the screen display screen is not my faultI should get the justiceMy complaint is not only about the cost associated with the repair but the lousy customer service and denial on the part of the company that they don't have the sustainable internal hardwareThank You.Very Respectfully,- [redacted] Regards, [redacted]
Today’s Date: 05/08/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondenceAt this time the customers concerns have been addressedDell 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 there be any other questions or concerns.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 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 explained to the customer the DVD provided to him is to reinstall his operating system on the hard drive the onsite technician replaced 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
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 submissionOur records indicate Dell representative; [redacted] has authorized a depot repair at no charge to the customer due to the fact the system should be supported by Dell per the Terms and Conditions of the Hardware Warranty, just as Mr [redacted] had explained in his letter to the Revdex.com Dell repairs are guaranteed for ninety (90) days or by the valid warranty; whichever is longest Mr [redacted] ’s computer had been originally repaired during the warranty period however, the issue re-manifested during the ninety (90) days guarantee period, even though the warranty at that point had expired he was entitled to the repair We certainly do apologize to our customer for any miscommunication or frustration this matter may have caused him Today, [redacted] has called Mr [redacted] to confirm the repaired computer has been received and the system is now working as intended Mr [redacted] has expressed his appreciation for the covered repair and reports the system appears to be working well; however he would like to test it a few more days to be certain all issues are resolved [redacted] has asked the customer to call her back directly if he should need any further assistance in this matter Please have the customer contact our representative directly by email at ***_***@Dell.com if they should need assistance Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Today’s Date: 11/12/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 agent appears to have resolved the software matter for the customerThe customer has not responded since the resolution was provided and as such the case is being closedWe 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
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 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 resolved the customer’s issue 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 Ms [redacted] ***A Dell representative recently spoke to Mr [redacted] regarding his concernsMr [redacted] stated that he received the Dell Advantage Rewards associated with his order number [redacted] and the issue has been resolvedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in Mr [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 Ms [redacted] Our representative, [redacted] , processed an exchange and our records indicate the original system has been returnedWe regret any dissatisfaction Ms [redacted] may have experienced and [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] **Customer expressed dissatisfaction with Dell support and wants the Gift Card reissuedWe regret any dissatisfaction they may have experienced and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative also worked with the Gift Card department to resolve this matterAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement Gift Card and followwith the customer to confirm resolutionShould the customer have any additional concerns regarding this case, 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
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 replaced the customer’s computer with a system exchange Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted] 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 informed the customer their replacement order has shipped and the customer has confirmed receipt Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] 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 providing a copy of the customer’s follow up submission Mr [redacted] expressed dissatisfaction with Dell’s response and wants a refund or an exchange for a different model computer We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a thirty (30) day return period and, as the order invoiced during 2016, a return for a refund would not be an option Rechargeable batteries used in portable systems are considered consumables and will deteriorate over time based on a customer’s usage, which will also determine the time a battery will function between charges The length of the charge is determined by the applications used by each customer while on battery power and may not match the length of the charge time experienced by other customers or specifications estimates Dell records indicate the computer is functioning properly and Dell will not provide an unlike exchange computer As Dell’s stance remains unchanged, no further attempt will be made to reach Mr [redacted] regarding this matterOur representatives remain available to discuss these issues however there will be no change to this response.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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 To whom it may concern,Sincerely, want to thank the Revdex.com for taking care of the important issue with Dell.As, of December 16, I have FINALLY received back to my Visa Credit Card a payment of $28.26; I believe that's what it was.Now, we can finally close out this case!It's been wonderful to have a non-profit agency like Revdex.com resolve issues and get right on top of them ASAP for the general public.Thank you once, again for your contacts, assistance, communications back and forth between myself and the DELL, and all the work you guys at Revdex.com have successfully done to get this issue resolved for me.Have a Great day!Merry Christmas!!!Yours Truly,Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I was sent a defective item from the beginning (as I had mentioned in the original message through Revdex.com)I am appalled that DELL is not owning up to its defective unitWithin the first year of warranty, DELL had to replace almost everything in this laptop, which, for a "refurbished" item, is an anomalyDespite my repeated pleas, DELL has not been willing to replace the item from the beginning, even before the warranty had expiredTheir chat sessions with me bear testimony to thatThis irresponsibility and trying to wheedle out more money from its customer is NOT acceptable and goes against any business ethicsIf DELL does not replace this defective unit, my next recourse of action would have to be the small claims through [redacted] local sessions courtThis is simply unacceptable and atrocious from DELL Regards, [redacted]