Dear Revdex.com, Our records indicate the representative [redacted] contacted the customer and is working on a reasonable resolutionPlease have the customer contact the representative by emailing at [redacted] @Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] * [redacted] - [redacted] Thank you for providing a copy of the customer’s submission Dell records indicate the customer’s original computer had been returned to Dell with a refund for this equipment going back to her Dell Preferred Account/WebBank Account At the same time period, Dell customer care had processed a New System Exchange for the customer The customer has confirmed with Dell representative, [redacted] she has the new computer in her possession Consequently since this equipment has not been paid for, it will not be supported by Dell The customer has asked [redacted] to refund her for the Microsoft Office Software order, but he has respectfully denied this request, along with her request for any further compensation If the customer agrees to pay Dell for the new equipment she has in her possession, Dell will be happy to remove the Hold from the tag so she is able to receive support We do apologize to the customer for any frustration this transaction may have caused her We invite her to contact [redacted] direct should she need further assistance in this matter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:the only other alternative is to accept this response, however, we are in a waiting game here for the credit to be processed I am willing to accept the response pending receipt of the refund, however, the Revdex.com does not offer that alternative If I accept the response, the case would be flagged as resolved, however, I do not feel the case is resolved until I receive the actual credit Regards, [redacted] ***
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
Complaint: [redacted] I am rejecting this response because:The code for the base game worked, and I can now download the gameThat said, the Ultimate Edition of Dragon Age: Origins was supposed to include the core game (which you've now given me), a series of nine small content packs (which I have access to, presumably because of the code I got from my initial purchase, which EA help representatives said was for DLC), and the Dragon Age: Origins Awakening expansion, which for some reason, I don't haveThe last thing I need to be fully compensated for the original purchase is a code for the Dragon Age Origins Awakening expansion 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 advised previously that the damage to the LCD falls under accidental damage and is not covered under the hardware warrantyAt this time Dell consider this issue closedAdvanced Resolution Group Incident [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 submissionMr [redacted] purchased the entry level system with a 32GB EMMCThe images in this document may differ from your computer depending on the configuration you ordered: System Board/Hard Drive (eMMC) Replacement The Inspiron (eMMC models) supports internal storage of 32GB capacity that ships with pre-installed Windows or OSThe internal storage (eMMC) is soldered to the system boardNOTE: Inspiron systems ordered with eMMC cards are not capable of installing a inch HDDDepending on the configuration ordered, the system supports either 2.5inch HDD or eMCCThis information is noted in the manual that Mr [redacted] has provided in his linksThe customer does have the ability to have an external hard drive which he choose to returnIn regards to the customer’s credit Memo [redacted] we show $posted to the Visa on 11/23/Credit Memo #: [redacted] 11/22/$Sincerely, Advanced Resolution Group INC# [redacted] Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] Please note that our representative offered an onsite service; however, Ms [redacted] elected not to accept our offer of assistanceDue to our return policy, her request for refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her 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 Ms [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, [redacted] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has confirmed with Sales the order the customer placed for the power adapter does not include a six (6) foot power cable, which would be an additional cost The customer informed our representative he was certain the cable was included with the purchase, or should have been [redacted] explained to the customer the cost is evident the cable was not included in the order due to the price the customer had paid [redacted] told the customer had he ordered the adapter and the power cable, the cost would have been $ The customer has expressed disappointment, and [redacted] has apologized to the customer for any frustration this matter may have caused our customer 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
Thank you for providing a copy of the customers’ submissionDell representative, Senthil is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at [redacted]
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceDell records indicate the order number [redacted] was placed with methods of paymentOur representative provided the customer with a copy of the invoice, showing the amount in question and followto 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 [redacted] Dell
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, [redacted] contacted the customer and apologized for the problemsThe representative explained we show no contact in regards to a return and declined the option to returnAs a goodwill gesture a $coupon was provided to offset the $chargeThe representative can be reached at email [redacted] @Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Our records indicate that the Order [redacted] invoiced 12/and left at door on 1/6/ [redacted] If the customer has any further questions or concerns we ask that he contact the representative by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 submissionThe representative is attempting to reach the customer by phone and emailThe representative did reach the customer once but she stated she was out of town and requested a callbackThe representative waited until the holiday was over further follow up calls were unsuccessfulPlease understand the representative will make attempts before closing the caseThe representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I did speak with [redacted] from DellHe offered to troubleshoot the computer they sent meI did decline because Dell has kept me on the phone countless hours troubleshooting the old computer such that I don't want to give Dell any more of my timeThey should have sent me a working computer, not one that has to be patched upI am asking for the return of monies paid for the warranty which amount over $I bought the warranty in good faith that Dell would replace my computer with a working computer if they could not fix the old computerSince they have not upheld the terms of the warranty I think they should refund my warranty monies Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:they never once offerd for me to return the item!! They flat out told me that I could not return it and no refund would be issued I would be more than happy to return the horrid machine if they would accept it and issue a refund But they won't do that so no the issue is not resolved Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:This isn't the 1st time DELL has said "they issued a refund" - as a matter of fact, this is the 3rd or 4th time - and as with all past experiences, THIS refund has not hit any of my account as of today, 2/17/ I would be happy to close this complaint, when and if I receive a full refund that is either credited to my credit card or a Full Refund Check sent to my home address that is on file with Dell This has been going on for months and it's pretty disheartning to say the least 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 resolutionAt this time Dell considers this issue closedWe have offered a resolution under the terms and conditions of the warranty: As 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 If the customer would like to move forward with the service, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident 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 As previously indicated, Dell has a thirty (30) day return period and the order invoiced during so a refund would not be an optionPer the terms and conditions of Dell’s Limited Hardware Warranty, a computer which exhibits issues subject to coverage under the warranty may be replaced with a refurbished computer, as described under the terms of the warranty which is available on Dell’s web site Since the date of the original submission, a Dell representative contacted Mr [redacted] and offered an exchange, per those terms, which would be covered under the balance of the term of the current warranty which would indicate that Dell relies on use of refurbished parts for repairs with the expectation that the replacement parts will function properly through the useful life of a computer As Dell’s stance remains unchanged, no further attempt will be made to reach Mr [redacted] regarding this matter We remain available to assist under the terms of Dell’s warranty and our other policies.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because:Dell created the issue by submitting updated drivers to microsoft who then pushed the update out.The update clearly labeled from Dell and they don't deny it was their update, only that they did not "push it out".So they put out an update that causes a problem and then want a customer to pay to fix the problem they created Regards, [redacted] ***
Dear Revdex.com, Our records indicate the representative [redacted] contacted the customer and is working on a reasonable resolutionPlease have the customer contact the representative by emailing at [redacted] @Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] * [redacted] - [redacted] Thank you for providing a copy of the customer’s submission Dell records indicate the customer’s original computer had been returned to Dell with a refund for this equipment going back to her Dell Preferred Account/WebBank Account At the same time period, Dell customer care had processed a New System Exchange for the customer The customer has confirmed with Dell representative, [redacted] she has the new computer in her possession Consequently since this equipment has not been paid for, it will not be supported by Dell The customer has asked [redacted] to refund her for the Microsoft Office Software order, but he has respectfully denied this request, along with her request for any further compensation If the customer agrees to pay Dell for the new equipment she has in her possession, Dell will be happy to remove the Hold from the tag so she is able to receive support We do apologize to the customer for any frustration this transaction may have caused her We invite her to contact [redacted] direct should she need further assistance in this matter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:the only other alternative is to accept this response, however, we are in a waiting game here for the credit to be processed I am willing to accept the response pending receipt of the refund, however, the Revdex.com does not offer that alternative If I accept the response, the case would be flagged as resolved, however, I do not feel the case is resolved until I receive the actual credit Regards, [redacted] ***
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
Complaint: [redacted] I am rejecting this response because:The code for the base game worked, and I can now download the gameThat said, the Ultimate Edition of Dragon Age: Origins was supposed to include the core game (which you've now given me), a series of nine small content packs (which I have access to, presumably because of the code I got from my initial purchase, which EA help representatives said was for DLC), and the Dragon Age: Origins Awakening expansion, which for some reason, I don't haveThe last thing I need to be fully compensated for the original purchase is a code for the Dragon Age Origins Awakening expansion 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 advised previously that the damage to the LCD falls under accidental damage and is not covered under the hardware warrantyAt this time Dell consider this issue closedAdvanced Resolution Group Incident [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 submissionMr [redacted] purchased the entry level system with a 32GB EMMCThe images in this document may differ from your computer depending on the configuration you ordered: System Board/Hard Drive (eMMC) Replacement The Inspiron (eMMC models) supports internal storage of 32GB capacity that ships with pre-installed Windows or OSThe internal storage (eMMC) is soldered to the system boardNOTE: Inspiron systems ordered with eMMC cards are not capable of installing a inch HDDDepending on the configuration ordered, the system supports either 2.5inch HDD or eMCCThis information is noted in the manual that Mr [redacted] has provided in his linksThe customer does have the ability to have an external hard drive which he choose to returnIn regards to the customer’s credit Memo [redacted] we show $posted to the Visa on 11/23/Credit Memo #: [redacted] 11/22/$Sincerely, Advanced Resolution Group INC# [redacted] Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] Please note that our representative offered an onsite service; however, Ms [redacted] elected not to accept our offer of assistanceDue to our return policy, her request for refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her 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 Ms [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, [redacted] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has confirmed with Sales the order the customer placed for the power adapter does not include a six (6) foot power cable, which would be an additional cost The customer informed our representative he was certain the cable was included with the purchase, or should have been [redacted] explained to the customer the cost is evident the cable was not included in the order due to the price the customer had paid [redacted] told the customer had he ordered the adapter and the power cable, the cost would have been $ The customer has expressed disappointment, and [redacted] has apologized to the customer for any frustration this matter may have caused our customer 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
Thank you for providing a copy of the customers’ submissionDell representative, Senthil is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at [redacted]
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceDell records indicate the order number [redacted] was placed with methods of paymentOur representative provided the customer with a copy of the invoice, showing the amount in question and followto 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 [redacted] Dell
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, [redacted] contacted the customer and apologized for the problemsThe representative explained we show no contact in regards to a return and declined the option to returnAs a goodwill gesture a $coupon was provided to offset the $chargeThe representative can be reached at email [redacted] @Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Our records indicate that the Order [redacted] invoiced 12/and left at door on 1/6/ [redacted] If the customer has any further questions or concerns we ask that he contact the representative by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 submissionThe representative is attempting to reach the customer by phone and emailThe representative did reach the customer once but she stated she was out of town and requested a callbackThe representative waited until the holiday was over further follow up calls were unsuccessfulPlease understand the representative will make attempts before closing the caseThe representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I did speak with [redacted] from DellHe offered to troubleshoot the computer they sent meI did decline because Dell has kept me on the phone countless hours troubleshooting the old computer such that I don't want to give Dell any more of my timeThey should have sent me a working computer, not one that has to be patched upI am asking for the return of monies paid for the warranty which amount over $I bought the warranty in good faith that Dell would replace my computer with a working computer if they could not fix the old computerSince they have not upheld the terms of the warranty I think they should refund my warranty monies Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:they never once offerd for me to return the item!! They flat out told me that I could not return it and no refund would be issued I would be more than happy to return the horrid machine if they would accept it and issue a refund But they won't do that so no the issue is not resolved Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:This isn't the 1st time DELL has said "they issued a refund" - as a matter of fact, this is the 3rd or 4th time - and as with all past experiences, THIS refund has not hit any of my account as of today, 2/17/ I would be happy to close this complaint, when and if I receive a full refund that is either credited to my credit card or a Full Refund Check sent to my home address that is on file with Dell This has been going on for months and it's pretty disheartning to say the least 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 resolutionAt this time Dell considers this issue closedWe have offered a resolution under the terms and conditions of the warranty: As 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 If the customer would like to move forward with the service, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident 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 As previously indicated, Dell has a thirty (30) day return period and the order invoiced during so a refund would not be an optionPer the terms and conditions of Dell’s Limited Hardware Warranty, a computer which exhibits issues subject to coverage under the warranty may be replaced with a refurbished computer, as described under the terms of the warranty which is available on Dell’s web site Since the date of the original submission, a Dell representative contacted Mr [redacted] and offered an exchange, per those terms, which would be covered under the balance of the term of the current warranty which would indicate that Dell relies on use of refurbished parts for repairs with the expectation that the replacement parts will function properly through the useful life of a computer As Dell’s stance remains unchanged, no further attempt will be made to reach Mr [redacted] regarding this matter We remain available to assist under the terms of Dell’s warranty and our other policies.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because:Dell created the issue by submitting updated drivers to microsoft who then pushed the update out.The update clearly labeled from Dell and they don't deny it was their update, only that they did not "push it out".So they put out an update that causes a problem and then want a customer to pay to fix the problem they created Regards, [redacted] ***