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 submissionWe apologize for the time it took the Authorization to buy, to release; it is unusual for the process to take more than a few days The customer is correct, until the Authorization is released, the customer does not have access to those funds; though they do remain in the customer’s bank account Just to be clear, an Authorization Code from the bank is only a promise to pay; Dell does not actually receive the funds from the bank until the order has actually shipped Since the order in question had canceled and never shipped, Dell did not have the funds Our records indicate Dell representative; [redacted] has confirmed with the customer the funds have since been released We certainly do apologize for any disappointment or inconvenience this transaction may have been for our customer We do appreciate the Revdex.com and the customer 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
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 submissionUnder the terms of the customer’s hardware 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 customersThis 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 closedSincerely, Advanced Resolution Group [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 responseDell’s Limited Hardware Warranty covers hardware components that fail during use and does not cover physical damage to the hardware components As previously indicated, since the date of the original submission, a Dell representative contacted Mr [redacted] and advised that the physical damage is not covered under the warranty and respectfully denied his service requestA discount on out-of-warranty depot service was offered, however; Mr [redacted] declined As Dell’s stance remains unchanged, no further attempt will be made to reach Mr [redacted] regarding this matterOur representative remains available to discuss these issues however there will be no change in this response.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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 concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered to Ms [redacted] on June 29, under FedEx tracking# [redacted] Our representative also followwith Ms [redacted] to confirm resolutionWe 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer Thank you for providing a copy of the submissionOur Dell representative [redacted] took ownership of the account The representative has explained that the system needs to have a reinstall of the operating system done Under the terms and conditions of the warranty troubleshooting must be completed over the phone If it is determined the issue the customer is having is software related outside the operating system she will need to work with our fee based support The customer indicated she would contact Microsoft instead since the resolver could not promise the issue would be resolved by the reinstallationPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concerns 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 representative explained the terms of limited hardware warranty and processed depot service http://www.dell.com/learn/ca/en/cacorp1/solutions/limited-hardware-warranties Our records show that the unit was serviced at the depot on March 3nd, Our representative also followwith Mr [redacted] to confirm resolutionWe 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 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] *** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in resolving this matter for our customer, [redacted] to their satisfaction [redacted] had sent our customer the Dell link where [redacted] was able to transfer ownership of their computer from the third party company they had purchased their system to themselves Once done, this allowed Dell to provide the needed service and support on the computer for our customer [redacted] had arranged a service call to make the needed repairs to the system Additionally, he was able to update the warranty information for the customer as well Mr [redacted] has confirmed the system is now working as intended and he has expressed his sincere appreciation for all of [redacted] ’s assistance 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
Today’s Date: 01/24/2017Dear 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, Mr [redacted] , to address the contents of their correspondenceThe customer states an order placed remained without updates for over a month at which time the customer was informed the part was end of life and the order canceledThis resulted in the price of the product to change by dollars moreAt this time the agent has reached out to the customer to inquire if the sales team had resolved the matter however the customer has not respondedDell regrets any inconvenience caused and we ask the customer to contact the representative at [redacted] @Dell.com should they still require assistance.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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 experience Dell representative [redacted] contacted the customer and arranged a return for the system the customer receivedThe representative followed up and explained credit has been posted for the system that was returned but customer will need to dispute the charge for the second orderWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 Although they never responded to my initial response and never called me about the folks they have working for them for doing what they did, I guess that response is not for me to know They have issued a cancellation and I have recieved the amount back through Dell Financial Regards, [redacted] ***
Dear Revdex.com, Our records indicate that Dell representative [redacted] has contacted the customerThe representative has authorized a new exchange due to the history on the accountThe representative will follow up with status as the system is builtAt this time we need the customer confirm the service tag of the exchange system and to make sure the original system has already been shipped back to DellThe representative will continue to maintain ownership until the customer confirms receipt of the new exchangeSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Dell's proposed solution is acceptable to me, but I will not consider this closed until I am in receipt of the replacement computer I will ill notify you when hat has occurredThank you very much for your help in this matter 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 a refund and compensationWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell does not provide compensation for down time or time spent attempting to resolve an issue Since the date of the submission, a Dell representative contacted the customer and initiated a Return Authorization for a full refund The customer requested ten percent (10%) compensation of the order for a concession which our representative denied The customer indicated to our representative that without compensation, she may not return the computer We are currently waiting for the customer to return the order for a refund and ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,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 satisfactory to me However, all involved (including Revdex.com) should know that this has been THE worst "customer service" experience in my (very long) career To take only one example of howcompletely clueless these people are, they state in their response that they told us the speaker we purchased was no longer available and offered us a new one They told usthis weeks after agreeing to send us a replacement, and three days after the "estimated arrival date", and only after WE contacted THEM because they had simply canceled the order, with no notice and no explanation While it is technically true that the speaker we ordered is no longer available with reference to their part number, a review of their website finds what, to any consumer, appears to be exactly the same speaker, with the same model number, at the same price! How would YOU have handled this? Regards, [redacted] ***
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 submissionA Dell representative [redacted] recently contacted the customer regarding this matterWe regret any dissatisfaction the customer may have experienced and appreciate the feedback providedThe representative respectfully denied the customer’s request for systems priced at the Black Friday pricing“As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced item once the promotion has ended“ If the customer has any further questions we request the customer contact the representative [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 01/05/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states continues technical concernsAt this time the agent confirmed the unit has returned from the depot repair facility in working orderDell 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,Dell representative [redacted] is working with Ms [redacted] to resolve the issues as reported in her complaintOur representative may be reached at [redacted] @dell.com.Sincerely,Dell Advanced Resolution Team
Today’s Date: 08/05/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their 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
Complaint: [redacted] I am rejecting this response because:Thank you.I called twice and left messages for himHe never called backI sent back the tvThey never refunded my money Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:As I mentioned, in my previous email I received a call from Dell tech support while I was out townI am suppose to receive a call from him on Thursday When I didn't receive phone call from Dell tech support On Thursday, I called same phone number nobody answered the call first time I tried again and second time nobody answered the phone but it looks like fax machine phone sound That's why I sent you an email I wasn't sure phone call I received from Dell tech support On Saturday, I called same number again and this time I was able to leave message for him to call me On Sy again I called and left a message for him to call me Monday at 9:am PST Regards, [redacted] ***
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 submissionWe apologize for the time it took the Authorization to buy, to release; it is unusual for the process to take more than a few days The customer is correct, until the Authorization is released, the customer does not have access to those funds; though they do remain in the customer’s bank account Just to be clear, an Authorization Code from the bank is only a promise to pay; Dell does not actually receive the funds from the bank until the order has actually shipped Since the order in question had canceled and never shipped, Dell did not have the funds Our records indicate Dell representative; [redacted] has confirmed with the customer the funds have since been released We certainly do apologize for any disappointment or inconvenience this transaction may have been for our customer We do appreciate the Revdex.com and the customer 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
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 submissionUnder the terms of the customer’s hardware 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 customersThis 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 closedSincerely, Advanced Resolution Group [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 responseDell’s Limited Hardware Warranty covers hardware components that fail during use and does not cover physical damage to the hardware components As previously indicated, since the date of the original submission, a Dell representative contacted Mr [redacted] and advised that the physical damage is not covered under the warranty and respectfully denied his service requestA discount on out-of-warranty depot service was offered, however; Mr [redacted] declined As Dell’s stance remains unchanged, no further attempt will be made to reach Mr [redacted] regarding this matterOur representative remains available to discuss these issues however there will be no change in this response.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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 concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered to Ms [redacted] on June 29, under FedEx tracking# [redacted] Our representative also followwith Ms [redacted] to confirm resolutionWe 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer Thank you for providing a copy of the submissionOur Dell representative [redacted] took ownership of the account The representative has explained that the system needs to have a reinstall of the operating system done Under the terms and conditions of the warranty troubleshooting must be completed over the phone If it is determined the issue the customer is having is software related outside the operating system she will need to work with our fee based support The customer indicated she would contact Microsoft instead since the resolver could not promise the issue would be resolved by the reinstallationPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concerns 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 representative explained the terms of limited hardware warranty and processed depot service http://www.dell.com/learn/ca/en/cacorp1/solutions/limited-hardware-warranties Our records show that the unit was serviced at the depot on March 3nd, Our representative also followwith Mr [redacted] to confirm resolutionWe 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 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] *** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in resolving this matter for our customer, [redacted] to their satisfaction [redacted] had sent our customer the Dell link where [redacted] was able to transfer ownership of their computer from the third party company they had purchased their system to themselves Once done, this allowed Dell to provide the needed service and support on the computer for our customer [redacted] had arranged a service call to make the needed repairs to the system Additionally, he was able to update the warranty information for the customer as well Mr [redacted] has confirmed the system is now working as intended and he has expressed his sincere appreciation for all of [redacted] ’s assistance 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
Today’s Date: 01/24/2017Dear 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, Mr [redacted] , to address the contents of their correspondenceThe customer states an order placed remained without updates for over a month at which time the customer was informed the part was end of life and the order canceledThis resulted in the price of the product to change by dollars moreAt this time the agent has reached out to the customer to inquire if the sales team had resolved the matter however the customer has not respondedDell regrets any inconvenience caused and we ask the customer to contact the representative at [redacted] @Dell.com should they still require assistance.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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 experience Dell representative [redacted] contacted the customer and arranged a return for the system the customer receivedThe representative followed up and explained credit has been posted for the system that was returned but customer will need to dispute the charge for the second orderWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 Although they never responded to my initial response and never called me about the folks they have working for them for doing what they did, I guess that response is not for me to know They have issued a cancellation and I have recieved the amount back through Dell Financial Regards, [redacted] ***
Dear Revdex.com, Our records indicate that Dell representative [redacted] has contacted the customerThe representative has authorized a new exchange due to the history on the accountThe representative will follow up with status as the system is builtAt this time we need the customer confirm the service tag of the exchange system and to make sure the original system has already been shipped back to DellThe representative will continue to maintain ownership until the customer confirms receipt of the new exchangeSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Dell's proposed solution is acceptable to me, but I will not consider this closed until I am in receipt of the replacement computer I will ill notify you when hat has occurredThank you very much for your help in this matter 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 a refund and compensationWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell does not provide compensation for down time or time spent attempting to resolve an issue Since the date of the submission, a Dell representative contacted the customer and initiated a Return Authorization for a full refund The customer requested ten percent (10%) compensation of the order for a concession which our representative denied The customer indicated to our representative that without compensation, she may not return the computer We are currently waiting for the customer to return the order for a refund and ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,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 satisfactory to me However, all involved (including Revdex.com) should know that this has been THE worst "customer service" experience in my (very long) career To take only one example of howcompletely clueless these people are, they state in their response that they told us the speaker we purchased was no longer available and offered us a new one They told usthis weeks after agreeing to send us a replacement, and three days after the "estimated arrival date", and only after WE contacted THEM because they had simply canceled the order, with no notice and no explanation While it is technically true that the speaker we ordered is no longer available with reference to their part number, a review of their website finds what, to any consumer, appears to be exactly the same speaker, with the same model number, at the same price! How would YOU have handled this? Regards, [redacted] ***
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 submissionA Dell representative [redacted] recently contacted the customer regarding this matterWe regret any dissatisfaction the customer may have experienced and appreciate the feedback providedThe representative respectfully denied the customer’s request for systems priced at the Black Friday pricing“As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced item once the promotion has ended“ If the customer has any further questions we request the customer contact the representative [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 01/05/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states continues technical concernsAt this time the agent confirmed the unit has returned from the depot repair facility in working orderDell 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,Dell representative [redacted] is working with Ms [redacted] to resolve the issues as reported in her complaintOur representative may be reached at [redacted] @dell.com.Sincerely,Dell Advanced Resolution Team
Today’s Date: 08/05/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their 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
Complaint: [redacted] I am rejecting this response because:Thank you.I called twice and left messages for himHe never called backI sent back the tvThey never refunded my money Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:As I mentioned, in my previous email I received a call from Dell tech support while I was out townI am suppose to receive a call from him on Thursday When I didn't receive phone call from Dell tech support On Thursday, I called same phone number nobody answered the call first time I tried again and second time nobody answered the phone but it looks like fax machine phone sound That's why I sent you an email I wasn't sure phone call I received from Dell tech support On Saturday, I called same number again and this time I was able to leave message for him to call me On S
y again I called and left a message for him to call me Monday at 9:am PST Regards, [redacted] ***