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 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, 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 customer’s follow up submissionInformation on the Dell Outlet refurbished inventory types can be found at the following link: [redacted] Sincerely, Advanced Resolution Group FID # [redacted] Dell
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response is satisfactory to meAgain, I am not interested or willing to spend anymore of time in placing another order with Dell Inc Regards, [redacted] ***
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
A Dell representative is continuing to work with Ms [redacted] to achieve an amicable resolution for her concernsOur representative may be contacted directly by e-mail at [redacted]
Complaint: [redacted] I am rejecting this response because:Dell make mistake on their website why the customer has to suffer the problemWhen I placed the order I didn't see any message indicated that Dell reserves the right to cancel orders arising from pricing or other errors, even though Dell indicated their right on the website how should I know that price is ERROR, that price came out when I placed the promotion code, your system agreed that price.Your end said that price is error, then I need fully explanation how this error happened and why it happened, whose responsible for this issue and how can Dell promise to avoid this issue happen in future, otherwise any price that different from regular price that can be seen as ERROR price.Dell's right has been protected, who protect the customer's right??? 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 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
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
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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerNo further changes will be made Dell records reflect customer received the exchange systemWe remain available to assist the customer if he can provide additional tracking information to show the order was returnedThe representative can be reached by email at [redacted] Sincerely, Advanced Resolution Group [redacted] Dell Inc
Today’s Date: 03/54/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 correspondenceWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer 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
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
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 concernsIn the interest of customer satisfaction, our representative processed a return for order# [redacted] Our records show that the credit has been processed to the original form of paymentOur representative also followwith Mr [redacted] to confirm resolutionHis request for 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 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 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, *** 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 informed the customer a refund is not possible as the system was purchased from a third party and not directly from Dell The computer has been replaced per the terms and conditions of Dell’s limited hardware warranty Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative contacted the customer regarding the issues described in her correspondenceAs a onetime goodwill gesture, our representative processed a return for creditOur records indicate the system has been returned and the credit has been applied to the original form of payment We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative remains available and may be contacted directly via email at [redacted] @Dell.comSincerely, Advanced Resolution GroupIncident 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 the only action that was feasible given the situation I was, and still am, extremely dissatisfied with the experience I had with Dell I am amazed to see that Dell carries the grade of "A" when it comes to your reporting of this business They have lost my business and I have made sure to let those around me know how incredibly disconnected Dell has become In all, I waited over weeks for a computer I ordered Time and time again, all Dell could offer to me was "wait" After being told to wait this long for a computer that was supposed to arrive between 6-weeks, I figured Dell would want to make right on their failure to deliver the product All they did was tell me I could order another computer and wait another 6-weeks (or more) or give me my money back I interpreted this as "we don't care that you've already been waiting 20+ weeks, just order another one and wait like everyone else." There was no attempt on the business's behalf to make up for their failure They simply want to press the "reset" button and act like none of this ever happened That is not good customer service, that is not good business, and that is a shame Shame on Dell for not taking care of their customers I have since purchased a comparable computer for a better price and it will be shipped priority to me I wanted to stick with Dell because of past experiences, but they just couldn't "deliver" They just don't care about their customers any more and I have found someone else who does Regards, [redacted]
Dear Revdex.com, As Dell’s stance in this matter remains unchanged, no further attempt will be made to contact the customer The customer can reach the representative by email at [redacted] @Dell.com Sincerely 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 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, 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 customer’s follow up submissionInformation on the Dell Outlet refurbished inventory types can be found at the following link: [redacted] Sincerely, Advanced Resolution Group FID # [redacted] Dell
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response is satisfactory to meAgain, I am not interested or willing to spend anymore of time in placing another order with Dell Inc Regards, [redacted] ***
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
A Dell representative is continuing to work with Ms [redacted] to achieve an amicable resolution for her concernsOur representative may be contacted directly by e-mail at [redacted]
Complaint: [redacted] I am rejecting this response because:Dell make mistake on their website why the customer has to suffer the problemWhen I placed the order I didn't see any message indicated that Dell reserves the right to cancel orders arising from pricing or other errors, even though Dell indicated their right on the website how should I know that price is ERROR, that price came out when I placed the promotion code, your system agreed that price.Your end said that price is error, then I need fully explanation how this error happened and why it happened, whose responsible for this issue and how can Dell promise to avoid this issue happen in future, otherwise any price that different from regular price that can be seen as ERROR price.Dell's right has been protected, who protect the customer's right??? 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 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
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
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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerNo further changes will be made Dell records reflect customer received the exchange systemWe remain available to assist the customer if he can provide additional tracking information to show the order was returnedThe representative can be reached by email at [redacted] Sincerely, Advanced Resolution Group [redacted] Dell Inc
Today’s Date: 03/54/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 correspondenceWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer 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
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
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 concernsIn the interest of customer satisfaction, our representative processed a return for order# [redacted] Our records show that the credit has been processed to the original form of paymentOur representative also followwith Mr [redacted] to confirm resolutionHis request for 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 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 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, *** 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 informed the customer a refund is not possible as the system was purchased from a third party and not directly from Dell The computer has been replaced per the terms and conditions of Dell’s limited hardware warranty Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative contacted the customer regarding the issues described in her correspondenceAs a onetime goodwill gesture, our representative processed a return for creditOur records indicate the system has been returned and the credit has been applied to the original form of payment We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative remains available and may be contacted directly via email at [redacted] @Dell.comSincerely, Advanced Resolution GroupIncident 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 the only action that was feasible given the situation I was, and still am, extremely dissatisfied with the experience I had with Dell I am amazed to see that Dell carries the grade of "A" when it comes to your reporting of this business They have lost my business and I have made sure to let those around me know how incredibly disconnected Dell has become In all, I waited over weeks for a computer I ordered Time and time again, all Dell could offer to me was "wait" After being told to wait this long for a computer that was supposed to arrive between 6-weeks, I figured Dell would want to make right on their failure to deliver the product All they did was tell me I could order another computer and wait another 6-weeks (or more) or give me my money back I interpreted this as "we don't care that you've already been waiting 20+ weeks, just order another one and wait like everyone else." There was no attempt on the business's behalf to make up for their failure They simply want to press the "reset" button and act like none of this ever happened That is not good customer service, that is not good business, and that is a shame Shame on Dell for not taking care of their customers I have since purchased a comparable computer for a better price and it will be shipped priority to me I wanted to stick with Dell because of past experiences, but they just couldn't "deliver" They just don't care about their customers any more and I have found someone else who does Regards, [redacted]
Dear Revdex.com, As Dell’s stance in this matter remains unchanged, no further attempt will be made to contact the customer The customer can reach the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc