Complaint: [redacted] I am rejecting this response because: I received the laptop on December 3rd and my father called December 30th Dell says that they refuse to help him install the Microsoft office package because he was beyond daysReally? He could not find product key they said they sent -- they refused to help him! Denied him and support.Now I paid for year "enhanced service" and the Microsoft office package from Dell - They refused to support either or deliver services to support an elderly customer.I want them to refund the Office package and the year enhanced service they charged me but didn't deliver My dad was forced to a 3rd party because Dell told him he was out of luck I contend we didn't get service or product we paid for I am happy to pay for laptop but not the Microsoft office that he could not access and not the year enhanced service that he never gotThank you! [redacted] Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response Dell records indicate the customer’s receipt was requested in order to complete a transfer of ownership to the customer from the vendor from which the customer purchased the computer and to verify the length of the warranty Pictures were subsequently requested and once reviewed, indicated the computer has physical damage The damage reported by the customer would not be covered under Dell’s Limited Hardware Warranty which covers hardware components that fail during use and does not cover hardware that has been physically damaged We remain available to assist via Dell’s fee-based Out of Warranty Repairs representatives should the customer want to purchase this service As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by [redacted] A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative processed a credit and our records indicate it has been applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at [redacted] Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: this credit is only for the parts I returnedNothing was offered to make up for the hours I wasted on the phone with Dell's representatives who were erroneous in all aspects of the order process: technical support, sales, returns, customer serviceI was given the runaround in every step of the wayMerely refunding the amount that was paid for a part that I returned does nothing to rectify the situation Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: although I was able to cancel I have not yet received a refund I was advised that it would be forthcoming I will agree to close this complaint when the refund is received Regards, [redacted]
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customerThe representative has communicated with the customer a refund on the warranty has been processed as he requestedWe do apologize for the confusion a return credit was posted for the extra amplifierIt seems there is a problem with the video card sku so the customer requested the and confirmation reflected thatWhen the order was actually processed the customer was billed for the and received the If the customer would like to return the system he does have that optionThe customer may reach the representative by emailing at [redacted] @Dell.comSincerely 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 an onsite service was issued on December 14th, and was completed on December 18th, Our representative followto confirm resolutionHis request for refund or compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by email 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,Dell representative, [redacted] made two (2) attempts to contact Mr [redacted] to assist him in resolving theissues as reported in his complaintHowever, Mr [redacted] was not availableto take the callOur representative will make one (1) more attempt to contactprior to closing the case as a “no contact” issueDell representative, [redacted] remains available to assist Mr [redacted] in resolving hisissuesSincerely, [redacted] Dell Advanced Resolution Team
Today’s Date: 02/01/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] * [redacted] , to address the contents of their correspondenceThe customer states ongoing LCD concernsAt this time the unit was serviced and the customer requests some time to test unitDell 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 with any other questions in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative recently contacted Mr [redacted] regarding his concerns and explained the terms of the limited hardware warranty [redacted] In the interest of customer satisfaction, our representative processed an onsite service, which was completed on February 22, Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s limited hardware warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Dear Revdex.com I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding returning the printerThe representative [redacted] followed up with the customer and did additional troubleshootingThe representative found the system is working as designedThe representative will follow up with the customer once credit has postedIf the customer has any future concerns please have the customer contact the representative by email at [redacted] @Dell.comSincerely 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 his computer replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate the computer was purchased from a third party so a return to Dell for a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative subsequently processed a system exchange to replace the customer’s computer and remains engaged to assist the customer with the transition to the replacement computer 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
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situationThe representative has offered to send an onsite tech to replace parts or bring the system into the depotThe customer did not accept and the representative has followed up several times with no responsePlease have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has followed up with the customerThe representative authorized the system to be reviewed at the depotIf it is found that the system was dropped it will not be covered customer agreed system is being sent to depotThe representative will follow up once a determination has been madeThe representative can be reached by emailing ***_ [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The replacement system is defective The refurbished system has overheat and throttling issues These have been documented by Alienware support under case # [redacted] This issue is still not resolved Regards, [redacted]
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 the order# [redacted] was canceled due to product availability issues and cannot be reinstated; furthermore, the promotion had expiredOur representative also informed him of the terms and conditions of sale [redacted] Our representative offered assistance by placing another order; however, Mr [redacted] elected not to accept our offer of assistanceOur marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handHis request for promotional price was respectfully deniedWe 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
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer was directed to the terms and conditions of the promotional cardsUnder the returns section it clearly explains: Returns You agree to use the Promo Card only for legitimate purchases of merchandise or services through Dell and not for the purpose of obtaining cash from an establishmentYou may not return merchandise or cancel services obtained with the Promo Card for a cash refundCredits for returns accepted by Dell will be allocated back to the Promo Card (in the amount of the portion of the purchase paid with your Promo Card) as long as the Promo Card has not expiredIf you receive a credit, the portion paid with your Promo Card (excluding shipping & handling) will be allocated back to the Promo Card within to business days after Dell receives and processes your returned merchandiseHowever, if the card has expired, no credit or cash refund will be issued and remaining funds on the card are forfeitedDell has closed this complaintAdvanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 02/03/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 The customer states they were overcharged for the warrantyAt this time the agent has explained to the customer the invoice is itemized with the included warrantyThis is not an overcharge but rather a breakdown of the costsDell 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 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, ***, made multiple attempts by telephone and e-mail to contact the customer to discuss her concerns and, to date, there has been no response to the messages left by the representative Should the customer still need assistance, we ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident 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 Regards, [redacted] The problem was resolved.the product was not broken before I called tech support ..they broke it,,,they fixed it..took a few weeks but it is fixed
Complaint: [redacted] I am rejecting this response because: I received the laptop on December 3rd and my father called December 30th Dell says that they refuse to help him install the Microsoft office package because he was beyond daysReally? He could not find product key they said they sent -- they refused to help him! Denied him and support.Now I paid for year "enhanced service" and the Microsoft office package from Dell - They refused to support either or deliver services to support an elderly customer.I want them to refund the Office package and the year enhanced service they charged me but didn't deliver My dad was forced to a 3rd party because Dell told him he was out of luck I contend we didn't get service or product we paid for I am happy to pay for laptop but not the Microsoft office that he could not access and not the year enhanced service that he never gotThank you! [redacted] Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response Dell records indicate the customer’s receipt was requested in order to complete a transfer of ownership to the customer from the vendor from which the customer purchased the computer and to verify the length of the warranty Pictures were subsequently requested and once reviewed, indicated the computer has physical damage The damage reported by the customer would not be covered under Dell’s Limited Hardware Warranty which covers hardware components that fail during use and does not cover hardware that has been physically damaged We remain available to assist via Dell’s fee-based Out of Warranty Repairs representatives should the customer want to purchase this service As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by [redacted] A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative processed a credit and our records indicate it has been applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at [redacted] Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: this credit is only for the parts I returnedNothing was offered to make up for the hours I wasted on the phone with Dell's representatives who were erroneous in all aspects of the order process: technical support, sales, returns, customer serviceI was given the runaround in every step of the wayMerely refunding the amount that was paid for a part that I returned does nothing to rectify the situation Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: although I was able to cancel I have not yet received a refund I was advised that it would be forthcoming I will agree to close this complaint when the refund is received Regards, [redacted]
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customerThe representative has communicated with the customer a refund on the warranty has been processed as he requestedWe do apologize for the confusion a return credit was posted for the extra amplifierIt seems there is a problem with the video card sku so the customer requested the and confirmation reflected thatWhen the order was actually processed the customer was billed for the and received the If the customer would like to return the system he does have that optionThe customer may reach the representative by emailing at [redacted] @Dell.comSincerely 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 an onsite service was issued on December 14th, and was completed on December 18th, Our representative followto confirm resolutionHis request for refund or compensation was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by email 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,Dell representative, [redacted] made two (2) attempts to contact Mr [redacted] to assist him in resolving theissues as reported in his complaintHowever, Mr [redacted] was not availableto take the callOur representative will make one (1) more attempt to contactprior to closing the case as a “no contact” issueDell representative, [redacted] remains available to assist Mr [redacted] in resolving hisissuesSincerely, [redacted] Dell Advanced Resolution Team
Today’s Date: 02/01/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] * [redacted] , to address the contents of their correspondenceThe customer states ongoing LCD concernsAt this time the unit was serviced and the customer requests some time to test unitDell 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 with any other questions in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative recently contacted Mr [redacted] regarding his concerns and explained the terms of the limited hardware warranty [redacted] In the interest of customer satisfaction, our representative processed an onsite service, which was completed on February 22, Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s limited hardware warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Dear Revdex.com I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding returning the printerThe representative [redacted] followed up with the customer and did additional troubleshootingThe representative found the system is working as designedThe representative will follow up with the customer once credit has postedIf the customer has any future concerns please have the customer contact the representative by email at [redacted] @Dell.comSincerely 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 his computer replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate the computer was purchased from a third party so a return to Dell for a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative subsequently processed a system exchange to replace the customer’s computer and remains engaged to assist the customer with the transition to the replacement computer 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
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situationThe representative has offered to send an onsite tech to replace parts or bring the system into the depotThe customer did not accept and the representative has followed up several times with no responsePlease have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has followed up with the customerThe representative authorized the system to be reviewed at the depotIf it is found that the system was dropped it will not be covered customer agreed system is being sent to depotThe representative will follow up once a determination has been madeThe representative can be reached by emailing ***_ [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The replacement system is defective The refurbished system has overheat and throttling issues These have been documented by Alienware support under case # [redacted] This issue is still not resolved Regards, [redacted]
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 the order# [redacted] was canceled due to product availability issues and cannot be reinstated; furthermore, the promotion had expiredOur representative also informed him of the terms and conditions of sale [redacted] Our representative offered assistance by placing another order; however, Mr [redacted] elected not to accept our offer of assistanceOur marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handHis request for promotional price was respectfully deniedWe 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
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer was directed to the terms and conditions of the promotional cardsUnder the returns section it clearly explains: Returns You agree to use the Promo Card only for legitimate purchases of merchandise or services through Dell and not for the purpose of obtaining cash from an establishmentYou may not return merchandise or cancel services obtained with the Promo Card for a cash refundCredits for returns accepted by Dell will be allocated back to the Promo Card (in the amount of the portion of the purchase paid with your Promo Card) as long as the Promo Card has not expiredIf you receive a credit, the portion paid with your Promo Card (excluding shipping & handling) will be allocated back to the Promo Card within to business days after Dell receives and processes your returned merchandiseHowever, if the card has expired, no credit or cash refund will be issued and remaining funds on the card are forfeitedDell has closed this complaintAdvanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 02/03/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 The customer states they were overcharged for the warrantyAt this time the agent has explained to the customer the invoice is itemized with the included warrantyThis is not an overcharge but rather a breakdown of the costsDell 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 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, ***, made multiple attempts by telephone and e-mail to contact the customer to discuss her concerns and, to date, there has been no response to the messages left by the representative Should the customer still need assistance, we ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident 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 Regards, [redacted] The problem was resolved.the product was not broken before I called tech support ..they broke it,,,they fixed it..took a few weeks but it is fixed