Today’s Date: 04/06/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 correspondenceAt this time the agent continues to work with the customerWe 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
Complaint: [redacted] I am rejecting this response because:This is the second time this has happened a simple sorry does not work in this instance 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 concernsOur representative requested Dell centric information, such as, Service Tag#, or Express Service Code; however, Mr [redacted] failed to provide such informationPlease note that we require this pertinent information, so our representative can document his concerns under his account and provide further assistance in this matterFurthermore, Mr [redacted] stated that the product was purchased from a retailer; therefore, returns and exchanges are governed by the policies of the retailer where the Product was purchasedWe 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 caseSincerely, 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 customerDell records indicate the customer refused the onsite serviceIt has been explained that a return for credit is not an option since the system is outside the day return periodShould the customer reconsider we ask that he follow up with the representative by emailing [redacted] @Dell.comSincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I was offered that refund which I denied because I have chosen not to stick with Dell as a company after the incident due to the fact I am sure that it will happen againI received a voice mail that says dell is willing to process a refundWhen I showed it to the supervisor he said that it will not be fulfilled and there is nothing he can do for meThis all happened after I was yelled at and hung up on by multiple representatives and treated terriblyThe supervisor continued to yell at me and laugh in my face for insisting they follow through with what I was promised [redacted] the representative I have been communicating with has refused to call me back, answer any of my emails and has been ignoring meThe operators have hung up on me, given me round about answers and inconsistent answers about where [redacted] was first he was in a meeting then he was out of office, then he had gone home for the day and finally he was in a meeting again Regards, [redacted] ***
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 I have tried to responed on Revdex.com site but am unable to do so.I have received laptop and repairs have been done.It is NOT in original form as cover had a special ordered lookAlso SD card slot was missing plug but I will find replacement.I am just sorry this could not have been resolved sooner.Dell has a great product but not all of us need a new laptop every year.We miss the old customer service when you could talk to a person -- and understand them.Over all I am happy for the repairs made and hope this will last many more years Regards, [redacted] ***
Thank you for providing a copy of the customer submissionDell representative, Manjunath, contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at [redacted]
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 has a tech attempting to reach the customer by phone and emailPlease 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
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 her correspondenceOur representative provided technical assistance and instructions to reinstall the operating systemThe customer reports that the issues have been resolved through the instructions providedWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at [redacted] Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Dr [redacted] A Dell representative recently contacted Dr [redacted] regarding his concernsOur representative explained the terms and conditions of limited hardware warranty, which expired on March 6, [redacted] As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a depot servicePlease note that our depot authorized and shipped a replacement unit, which was delivered to Dr [redacted] on November 23, Our representative also followwith Dr [redacted] to confirm resolutionHis request for free warranty extension 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 Dr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] * ***Customer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the terms of the Limited Hardware Warranty and the Return PolicyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit, which was delivered by FedEx under tracking number [redacted] on August 14, Our representative also followto confirm resolutionShould Mr [redacted] have any additional concerns regarding this case, he 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 ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because the amount is incorrect and clarification of cause is necessary:RE: Orders for $ and for $= $- (Promo card) = $24.77.To clarify, I placed one order, which totaled $ Dell split my order into two orders I used a $Dell Promo Card to pay for the order and submitted a valid credit card number to pay for the remainder The balance on one half of the order was $and the balance on the other was $ Dell states that I am paying $ My investigation revealed that Dell failed to charge my credit card for either of the amounts a year ago, which means I am sending them a check for $24.77, rather than $20.64, since I do not wish to have Dell suddenly turn me over to a collections agency when a future audit shows I owe $ This issue originated because Dell turned me over to a collection agency for $(NOT $or $24.77) During calls and emails with Dell, they continued to tell me that their Dell Promo Card was invalid, and continued to state that I owed $Whatever problem there was with the order, it was a Dell system issue surrounding Dell Promo Cards, not a customer non-payment issue, and that needs to be clearly statedRegards, [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 concernsOur records show that all the necessary credits have been processed to the original form of paymentOur 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 caseSincerely, 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 customerDell records reflect the order has been returned and credit is being processedDell legal is obligated to process a refund within days of receipt but it generally only takes to daysIf a payment is due he may speak with Dell Financial in regards to the return and upcoming paymentAt this time the representative has remained in contact with the customer and continues to provide updatesSincerely, Advanced Resolution Group FID # [redacted] Dell
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, [redacted] 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 explained to the customer Dell is willing to support their computer per the terms and conditions of its warranty A return would not be possible since it is out of the return period 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
The Dell representative is continuing to work with the customer regarding their concerns Representative, ***n will remain the customer’s point of contact until this matter has been resolved The representative can be reached directly by email at [redacted] @Dell.com
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 submissionA Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has had the customer’s computer sent to the Dell repair depot where it has been fixed and returned Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident 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 the Dell representative; [redacted] has authorized the refund of the Adobe Acrobat digital download software, in the interest of customer satisfaction We certainly do apologized for any frustration or inconvenience this matter may have caused the 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
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 or her computer replaced with a new computer We regret any dissatisfaction she may have experienced and appreciate the feedback Per the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms Dell has a thirty (30) day Return Period and, as the order invoiced during October, 2016, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss her concerns The representative offered service consistent with the warranty to repair the computer at Dell’s Repair DepotThe customer declined the assistance and wanted a refund or a new computer which our representative denied We remain ready to assist the customer within the terms of her warranty and our other policies Should the customer reconsider and want to accept our representative’s offer for assistance, we ask that she contact the representative within ten days from this response at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Me [redacted] ***Our records indicate the repairs have been completed and our representative, ***, has confirmed with Mr [redacted] that the system has been received and is operating as designedWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Today’s Date: 04/06/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 correspondenceAt this time the agent continues to work with the customerWe 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
Complaint: [redacted] I am rejecting this response because:This is the second time this has happened a simple sorry does not work in this instance 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 concernsOur representative requested Dell centric information, such as, Service Tag#, or Express Service Code; however, Mr [redacted] failed to provide such informationPlease note that we require this pertinent information, so our representative can document his concerns under his account and provide further assistance in this matterFurthermore, Mr [redacted] stated that the product was purchased from a retailer; therefore, returns and exchanges are governed by the policies of the retailer where the Product was purchasedWe 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 caseSincerely, 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 customerDell records indicate the customer refused the onsite serviceIt has been explained that a return for credit is not an option since the system is outside the day return periodShould the customer reconsider we ask that he follow up with the representative by emailing [redacted] @Dell.comSincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I was offered that refund which I denied because I have chosen not to stick with Dell as a company after the incident due to the fact I am sure that it will happen againI received a voice mail that says dell is willing to process a refundWhen I showed it to the supervisor he said that it will not be fulfilled and there is nothing he can do for meThis all happened after I was yelled at and hung up on by multiple representatives and treated terriblyThe supervisor continued to yell at me and laugh in my face for insisting they follow through with what I was promised [redacted] the representative I have been communicating with has refused to call me back, answer any of my emails and has been ignoring meThe operators have hung up on me, given me round about answers and inconsistent answers about where [redacted] was first he was in a meeting then he was out of office, then he had gone home for the day and finally he was in a meeting again Regards, [redacted] ***
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 I have tried to responed on Revdex.com site but am unable to do so.I have received laptop and repairs have been done.It is NOT in original form as cover had a special ordered lookAlso SD card slot was missing plug but I will find replacement.I am just sorry this could not have been resolved sooner.Dell has a great product but not all of us need a new laptop every year.We miss the old customer service when you could talk to a person -- and understand them.Over all I am happy for the repairs made and hope this will last many more years Regards, [redacted] ***
Thank you for providing a copy of the customer submissionDell representative, Manjunath, contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at [redacted]
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 has a tech attempting to reach the customer by phone and emailPlease 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
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 her correspondenceOur representative provided technical assistance and instructions to reinstall the operating systemThe customer reports that the issues have been resolved through the instructions providedWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at [redacted] Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Dr [redacted] A Dell representative recently contacted Dr [redacted] regarding his concernsOur representative explained the terms and conditions of limited hardware warranty, which expired on March 6, [redacted] As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a depot servicePlease note that our depot authorized and shipped a replacement unit, which was delivered to Dr [redacted] on November 23, Our representative also followwith Dr [redacted] to confirm resolutionHis request for free warranty extension 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 Dr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] * ***Customer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the terms of the Limited Hardware Warranty and the Return PolicyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit, which was delivered by FedEx under tracking number [redacted] on August 14, Our representative also followto confirm resolutionShould Mr [redacted] have any additional concerns regarding this case, he 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 ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because the amount is incorrect and clarification of cause is necessary:RE: Orders for $ and for $= $- (Promo card) = $24.77.To clarify, I placed one order, which totaled $ Dell split my order into two orders I used a $Dell Promo Card to pay for the order and submitted a valid credit card number to pay for the remainder The balance on one half of the order was $and the balance on the other was $ Dell states that I am paying $ My investigation revealed that Dell failed to charge my credit card for either of the amounts a year ago, which means I am sending them a check for $24.77, rather than $20.64, since I do not wish to have Dell suddenly turn me over to a collections agency when a future audit shows I owe $ This issue originated because Dell turned me over to a collection agency for $(NOT $or $24.77) During calls and emails with Dell, they continued to tell me that their Dell Promo Card was invalid, and continued to state that I owed $Whatever problem there was with the order, it was a Dell system issue surrounding Dell Promo Cards, not a customer non-payment issue, and that needs to be clearly statedRegards, [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 concernsOur records show that all the necessary credits have been processed to the original form of paymentOur 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 caseSincerely, 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 customerDell records reflect the order has been returned and credit is being processedDell legal is obligated to process a refund within days of receipt but it generally only takes to daysIf a payment is due he may speak with Dell Financial in regards to the return and upcoming paymentAt this time the representative has remained in contact with the customer and continues to provide updatesSincerely, Advanced Resolution Group FID # [redacted] Dell
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, [redacted] 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 explained to the customer Dell is willing to support their computer per the terms and conditions of its warranty A return would not be possible since it is out of the return period 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
The Dell representative is continuing to work with the customer regarding their concerns Representative, ***n will remain the customer’s point of contact until this matter has been resolved The representative can be reached directly by email at [redacted] @Dell.com
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 submissionA Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has had the customer’s computer sent to the Dell repair depot where it has been fixed and returned Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident 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 the Dell representative; [redacted] has authorized the refund of the Adobe Acrobat digital download software, in the interest of customer satisfaction We certainly do apologized for any frustration or inconvenience this matter may have caused the 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
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 or her computer replaced with a new computer We regret any dissatisfaction she may have experienced and appreciate the feedback Per the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms Dell has a thirty (30) day Return Period and, as the order invoiced during October, 2016, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss her concerns The representative offered service consistent with the warranty to repair the computer at Dell’s Repair DepotThe customer declined the assistance and wanted a refund or a new computer which our representative denied We remain ready to assist the customer within the terms of her warranty and our other policies Should the customer reconsider and want to accept our representative’s offer for assistance, we ask that she contact the representative within ten days from this response at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Me [redacted] ***Our records indicate the repairs have been completed and our representative, ***, has confirmed with Mr [redacted] that the system has been received and is operating as designedWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc