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 meMs [redacted] has issued a credit to my charge cardThank you Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Dell is a store just like walmartIf I found something mismarked in walmart they would honor the price and then fix it afterThat is the proper way of doing buisnessI am in buisness also and if there is a mistake no matter who what or why I stand behind my pricing! Dell needs to learn that they lose people for stupid things like thisI guess maybe they do not care and maybe thats why they struggle? Regards, [redacted]
Revdex.com:As stated by Dell, we agreed to have them send us return labels for shipping components back They said that after receiving the components a full refund will be given.To date we have of the return shipping labels, we are waiting for a response to our call & email requesting the seventh label and are looking forward to this being resolvedI would appreciate if Dell would step up its timeline on this process as it has been more then two full weeks and shipping the computers back has not been completedThird party lending was secured for this purchase & until it is completely resolved I must make payments as agreed 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]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records show the noise issue was first reported on 5/2/system was repaired and returnedFurther follow up calls to the customer were left unresponsiveNext contact by the customer was in August it is unfortunate that the customer did not keep a current back up of the dataUnder Dells hard ware warranty “DELL DOES NOT ACCEPT LIABILITY BEYOND THE REMEDIES PROVIDED FOR IN THIS LIMITED LIFETIME WARRANTY AND WE DO NOT ACCEPT LIABILITY FOR SPECIAL, INDIRECT, CONSEQUENTIAL OR INCIDENTAL DAMAGES, FOR THIRD-PARTY CLAIMS AGAINST YOU FOR DAMAGES, FOR PRODUCTS NOT BEING AVAILABLE FOR USE, OR FOR LOST DATA OR LOST SOFTWARE”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
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] from dell called me and we agreed to have the screen replaced .However they put in another refurbished screen that is not comparable to what was on my laptop before you can see all of these little hazy black spots all over the screen when you have a white background.They messed up the facing of my keyboard.I have attached a picture
Dear Revdex.com, Our records indicate that Dell representative [redacted] has contacted the customer and requested additional informationWe remain available to assist the customer and will work towards a reasonable resolutionPlease 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
Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding receipt of unwanted marketing materialWe appreciate your taking the time to bring this matter to our attentionI assure you we take matters like this very seriously and have initiated an investigationDue to that investigation it was found that the personal email address and contact number has been suppressedPlease understand that Dell must provide publishers with mailing lists weeks in advance, to allow time for printing and mail processingAs a result, it may take up to days before an opt-out request becomes fully effectivePlease accept our sincere apologies for any inconvenience this may have causedYou may contact me directly by email at [redacted] @Dell.com for any further assistance you may need in this matterSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding receipt of unwanted marketing materialWe appreciate your taking the time to bring this matter to our attentionI assure you we take matters like this very seriously and have initiated an investigationDue to that investigation it was found that the personal and business address had not been suppressed Please understand that Dell must provide publishers with mailing lists weeks in advance, to allow time for printing and mail processingAs a result, it may take up to days before an opt-out request becomes fully effectivePlease accept our sincere apologies for any inconvenience this may have causedYou may contact me directly by email at [redacted] for any further assistance you may need in this matter 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 submissionOur records indicate the Dell representative; [redacted] has assisted the customer in making certain the first order placed by Mr [redacted] has been properly canceled; the customer’s credit card has not been charged; and the authorization code released automatically The customer has confirmed he has since received the second order placed We certainly do apologize for any frustration or inconvenience this matter may have caused our customer However, we do appreciate Mr [redacted] and the Revdex.com 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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please keep in mind that although the computer seems to be working now I am still dissatisfied with the thought that I had to use a warranty on a brand-new computer that had never been used by myself So in actuality I have purchased a refurbished computerI am also dissatisfied with the representatives of Dell contacting me during work hours when I specifically told them I was not available during that time So I was unable to take the call and discuss these other issues that I've had with this computerAnd finally I am dissatisfied with the time I have lost with my computer due to a mistake made by Dell services during the first service tag reported Till this day there are still cosmetic damages on the unitThe computer is white and is soiled with grease from the handlers of the first service tag Just real sloppy unprofessional work I am only accepting this as a satisfactory because the service man that was able to fix the current issue has resolve the main problem which was an unplugged drive inside the unitI will be filing a customer service complaint and review Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: As I have told the representative assigned to my case three timesI am still concerned about the extended warranty I purchased on the original computer for somewhere in the range of $give or take $which I still would have around months leftDell is refusing to reimburse or credit the remaining time left toward the replacement computerThis is obviously percent illegal and I have already passed the matter on to my attorney I am willing to wait business days before pursuing legal actionI feel two days is more than enough since it has already been over two weeks until I was told " there is nothing we can do" [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 recent order and wants a refund 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 provide assistance and processed a pricing concession to match the price that the customer expected 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
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 Since the date of our last response, a Dell representative, [redacted] , made multiple attempts by telephone and e-mail to contact the customer to discuss his concerns and, to date, there has been no response to the messages left by the representative 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
Thank you for a copy of Ms [redacted] ’s letterOur representative [redacted] has contacted Ms [redacted] and [redacted] may be contacted via email at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because:I am even more confused by Dell's customer service policies than I was beforeThe representative was very kind and it took us many tries to finally get a scheduled conversationBut there were drastic contradictions between what former representatives told me and his resolution of the caseWhen I called Dell initially, I was seeking help resetting my Dell to factory settings to get rid of the virusThe representative I spoke to told me that restoring the computer to factory settings would not resolve the virus issue, that it could damage the hardware, and that the infection might have already spread to my network and would infect other devicesHe informed me that my only option was to pay the $for their premium service fixI repeatedly told him that I just wanted to restore my computer to factory settings, but he would not help me with thisAfter I became very upset, he finally transferred me to another department that said they would send me the startup disks to do the reinstallation myselfThe startup disks they sent me did not workWhen [redacted] and I initially spoke, he said he would run a scan to fix the computer and then we would restore the computer to factory settingsAs he was not able to do the restore that day, we rescheduled the callThe next time we spoke, he only guided me through how to do the restore to factory settings, but did not run the scan we initially spoke ofThis process took about five minutes and did not require the installation programs Dell sent meI am confused about why this process, which seemed very simple and could be done over the phone within five minutes, was repeatedly refused to meThe few times I tried to call back to speak to a representative other than [redacted] , I was told that he was the only one who could perform the fix, so this delayed the process even more, as I was having trouble fitting the call into my scheduleEither Dell is knowingly deceiving its customers by refusing to help with the restore, or there is just a major communication error among its employeesWe will not be using this computer for fear of getting more viruses, so at this point I am just trying to sell itI am not sure about the impact the virus has had on our network or other devices, so even if this local issue has been resolved, there are still security consequences of using these faulty devices Regards, Samantha [redacted]
Complaint: [redacted] I am rejecting this response because: Tech person will be here today to replace yet ANOTHER part of this month old computer (when we started this two months ago) Continues to not work properly My basically new computer, now completely refurbished, Dell offers to replace with another refurbished computer Let's hope this tech can get it to work properly If not, I want A REFUND!!! Dell will then need to contact Office Depot and tell them to issue me a refund or an option to replace through them since Dell will not discuss a refund Fraudulent on both parts Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I told Dell many times we did not cause the liquid spillageAs I told to the letter Authorized Dell Philippines diagnosed the computer as factory defectI also asked Dell Escalated team if they did investigation and he said Unfortunately noSo, Dell did not fully check the computer and no proper investigationDell just blame usThe computer is a lemon, a defective computer.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 resolutionWe would like to refer the customer to the terms and conditions of his hardware warranty which explains that if a system is replaced the original warranty is carried over to the replacement systemAs stated in your Service Contract, Dell " uses new and reconditioned parts made by various manufacturers in performing warranty repairs and building replacement products.” This policy provides Dell customers with quality parts and components, thoroughly tested prior to shipment to ensure they meet our rigorous standardsWhether the parts are reconditioned or new, Dell stands behind their quality and will offer full support for them if necessaryAll replacement parts, including full system replacements, will continue to be covered under your original system warrantyDell is committed to providing only the highest-quality products and service to its customers [redacted] If the customer would like to move forward with the exchange we request that he email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 concernsOur records show that that the credit for order# [redacted] has been posted to the original form of paymentWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
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 meMs [redacted] has issued a credit to my charge cardThank you Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Dell is a store just like walmartIf I found something mismarked in walmart they would honor the price and then fix it afterThat is the proper way of doing buisnessI am in buisness also and if there is a mistake no matter who what or why I stand behind my pricing! Dell needs to learn that they lose people for stupid things like thisI guess maybe they do not care and maybe thats why they struggle? Regards, [redacted]
Revdex.com:As stated by Dell, we agreed to have them send us return labels for shipping components back They said that after receiving the components a full refund will be given.To date we have of the return shipping labels, we are waiting for a response to our call & email requesting the seventh label and are looking forward to this being resolvedI would appreciate if Dell would step up its timeline on this process as it has been more then two full weeks and shipping the computers back has not been completedThird party lending was secured for this purchase & until it is completely resolved I must make payments as agreed 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]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records show the noise issue was first reported on 5/2/system was repaired and returnedFurther follow up calls to the customer were left unresponsiveNext contact by the customer was in August it is unfortunate that the customer did not keep a current back up of the dataUnder Dells hard ware warranty “DELL DOES NOT ACCEPT LIABILITY BEYOND THE REMEDIES PROVIDED FOR IN THIS LIMITED LIFETIME WARRANTY AND WE DO NOT ACCEPT LIABILITY FOR SPECIAL, INDIRECT, CONSEQUENTIAL OR INCIDENTAL DAMAGES, FOR THIRD-PARTY CLAIMS AGAINST YOU FOR DAMAGES, FOR PRODUCTS NOT BEING AVAILABLE FOR USE, OR FOR LOST DATA OR LOST SOFTWARE”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
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] from dell called me and we agreed to have the screen replaced .However they put in another refurbished screen that is not comparable to what was on my laptop before you can see all of these little hazy black spots all over the screen when you have a white background.They messed up the facing of my keyboard.I have attached a picture
Complaint: [redacted] I am rejecting this response because: I don't feel Dell has made a good effort to resolve my issues Regards, [redacted]
Dear Revdex.com, Our records indicate that Dell representative [redacted] has contacted the customer and requested additional informationWe remain available to assist the customer and will work towards a reasonable resolutionPlease 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
Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding receipt of unwanted marketing materialWe appreciate your taking the time to bring this matter to our attentionI assure you we take matters like this very seriously and have initiated an investigationDue to that investigation it was found that the personal email address and contact number has been suppressedPlease understand that Dell must provide publishers with mailing lists weeks in advance, to allow time for printing and mail processingAs a result, it may take up to days before an opt-out request becomes fully effectivePlease accept our sincere apologies for any inconvenience this may have causedYou may contact me directly by email at [redacted] @Dell.com for any further assistance you may need in this matterSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding receipt of unwanted marketing materialWe appreciate your taking the time to bring this matter to our attentionI assure you we take matters like this very seriously and have initiated an investigationDue to that investigation it was found that the personal and business address had not been suppressed Please understand that Dell must provide publishers with mailing lists weeks in advance, to allow time for printing and mail processingAs a result, it may take up to days before an opt-out request becomes fully effectivePlease accept our sincere apologies for any inconvenience this may have causedYou may contact me directly by email at [redacted] for any further assistance you may need in this matter 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 submissionOur records indicate the Dell representative; [redacted] has assisted the customer in making certain the first order placed by Mr [redacted] has been properly canceled; the customer’s credit card has not been charged; and the authorization code released automatically The customer has confirmed he has since received the second order placed We certainly do apologize for any frustration or inconvenience this matter may have caused our customer However, we do appreciate Mr [redacted] and the Revdex.com 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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please keep in mind that although the computer seems to be working now I am still dissatisfied with the thought that I had to use a warranty on a brand-new computer that had never been used by myself So in actuality I have purchased a refurbished computerI am also dissatisfied with the representatives of Dell contacting me during work hours when I specifically told them I was not available during that time So I was unable to take the call and discuss these other issues that I've had with this computerAnd finally I am dissatisfied with the time I have lost with my computer due to a mistake made by Dell services during the first service tag reported Till this day there are still cosmetic damages on the unitThe computer is white and is soiled with grease from the handlers of the first service tag Just real sloppy unprofessional work I am only accepting this as a satisfactory because the service man that was able to fix the current issue has resolve the main problem which was an unplugged drive inside the unitI will be filing a customer service complaint and review Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: As I have told the representative assigned to my case three timesI am still concerned about the extended warranty I purchased on the original computer for somewhere in the range of $give or take $which I still would have around months leftDell is refusing to reimburse or credit the remaining time left toward the replacement computerThis is obviously percent illegal and I have already passed the matter on to my attorney I am willing to wait business days before pursuing legal actionI feel two days is more than enough since it has already been over two weeks until I was told " there is nothing we can do" [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 recent order and wants a refund 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 provide assistance and processed a pricing concession to match the price that the customer expected 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
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 Since the date of our last response, a Dell representative, [redacted] , made multiple attempts by telephone and e-mail to contact the customer to discuss his concerns and, to date, there has been no response to the messages left by the representative 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
Thank you for a copy of Ms [redacted] ’s letterOur representative [redacted] has contacted Ms [redacted] and [redacted] may be contacted via email at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because:I am even more confused by Dell's customer service policies than I was beforeThe representative was very kind and it took us many tries to finally get a scheduled conversationBut there were drastic contradictions between what former representatives told me and his resolution of the caseWhen I called Dell initially, I was seeking help resetting my Dell to factory settings to get rid of the virusThe representative I spoke to told me that restoring the computer to factory settings would not resolve the virus issue, that it could damage the hardware, and that the infection might have already spread to my network and would infect other devicesHe informed me that my only option was to pay the $for their premium service fixI repeatedly told him that I just wanted to restore my computer to factory settings, but he would not help me with thisAfter I became very upset, he finally transferred me to another department that said they would send me the startup disks to do the reinstallation myselfThe startup disks they sent me did not workWhen [redacted] and I initially spoke, he said he would run a scan to fix the computer and then we would restore the computer to factory settingsAs he was not able to do the restore that day, we rescheduled the callThe next time we spoke, he only guided me through how to do the restore to factory settings, but did not run the scan we initially spoke ofThis process took about five minutes and did not require the installation programs Dell sent meI am confused about why this process, which seemed very simple and could be done over the phone within five minutes, was repeatedly refused to meThe few times I tried to call back to speak to a representative other than [redacted] , I was told that he was the only one who could perform the fix, so this delayed the process even more, as I was having trouble fitting the call into my scheduleEither Dell is knowingly deceiving its customers by refusing to help with the restore, or there is just a major communication error among its employeesWe will not be using this computer for fear of getting more viruses, so at this point I am just trying to sell itI am not sure about the impact the virus has had on our network or other devices, so even if this local issue has been resolved, there are still security consequences of using these faulty devices Regards, Samantha [redacted]
Complaint: [redacted] I am rejecting this response because: Tech person will be here today to replace yet ANOTHER part of this month old computer (when we started this two months ago) Continues to not work properly My basically new computer, now completely refurbished, Dell offers to replace with another refurbished computer Let's hope this tech can get it to work properly If not, I want A REFUND!!! Dell will then need to contact Office Depot and tell them to issue me a refund or an option to replace through them since Dell will not discuss a refund Fraudulent on both parts Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I told Dell many times we did not cause the liquid spillageAs I told to the letter Authorized Dell Philippines diagnosed the computer as factory defectI also asked Dell Escalated team if they did investigation and he said Unfortunately noSo, Dell did not fully check the computer and no proper investigationDell just blame usThe computer is a lemon, a defective computer.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 resolutionWe would like to refer the customer to the terms and conditions of his hardware warranty which explains that if a system is replaced the original warranty is carried over to the replacement systemAs stated in your Service Contract, Dell " uses new and reconditioned parts made by various manufacturers in performing warranty repairs and building replacement products.” This policy provides Dell customers with quality parts and components, thoroughly tested prior to shipment to ensure they meet our rigorous standardsWhether the parts are reconditioned or new, Dell stands behind their quality and will offer full support for them if necessaryAll replacement parts, including full system replacements, will continue to be covered under your original system warrantyDell is committed to providing only the highest-quality products and service to its customers [redacted] If the customer would like to move forward with the exchange we request that he email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 concernsOur records show that that the credit for order# [redacted] has been posted to the original form of paymentWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc