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 that the credit for order# [redacted] has been posted to the original form of paymentWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionWe would like to refer the customer to the terms and conditions of his hardware warranty which explains that if a system is replaced the original warranty is carried over to the replacement systemAs 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 [redacted] If the customer would like to move forward with the exchange we request that he email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, processed a system exchange which has been shipped to the customer 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,Thank you for providing a copy of the customer’s follow up submission Mr [redacted] expressed dissatisfaction with Dell’s response and claims he has additional issues We appreciate the feedback provided Since the date of our last response, a Dell representative has remained engaged to assist Mr [redacted] under the terms of Dell’s Limited Hardware Warranty Mr [redacted] requested a list of what would be done to resolve his issue which our representative would be unable to predict until troubleshooting is performed or diagnostics processed at Dell’s Repair Depot Should Mr [redacted] want to accept our representative’s offer of assistance, we ask that he contact our representative within ten (10) days from this response at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: DELL was allowed opportunities to repair the laptop- twiceFirst, via a remote assessment that took over hours The Second time was via on site visit at my home with a Dell TechnicianDELL has not acknowledged this fact or that even though they recommend ADDITIONAL repair efforts, I am provided no interim remedy via temporary replacement with a working computer This is the only computer I ownIf it is not functioning properly- I am paying for a service that is not being providedDELL continues to cite warranty policies while being completely insensitive to the inconvenience of this situation to their customer The defect is not due to any negligence on my part I continue to pay monthly to DELL Financial, but I cannot take the laptop anywhere Where is any advocacy for the customer? Why would DELL offer continued repair without providing a functioning product in the interim or modify the financial contract accordingly? Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell product, 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 assistanceOur representative explained the Terms of Sale and the Return PolicyHowever, in the interest of customer satisfaction, our representative processed a return for order number [redacted] Furthermore, our records indicate that the credit has been posted to the original form of paymentThey should see this reflected on their next monthly billing statementOur 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
Thank you for providing a copy of the customers’ submissionDell representative, [redacted] , is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assistPlease have the customer contact the representative by email at [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 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 provided the customer their $coupon 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , per the terms of the sale and the terms and conditions of the Dell Limited Warranty, respectfully denied Mr [redacted] ’s request for reimbursement for third party serviceMr [redacted] confirmed the system is functioning as designedOur representative, [redacted] , may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident 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 denied the customer request due to the TV being in his possession for months Dell’s return period is days 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 Group Incident 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 concernsIn the interest of customer satisfaction, our representative processed a product returnOur records show that that the credit for order# [redacted] has been posted to the original form of paymentOur representative also followwith [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 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerA Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative authorized a return and confirmed credit has postedPlease have the customer contact the representative by emailing at [redacted] @Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Dell representative [redacted] continues in their efforts to contact Ms [redacted] but have not been successful in their attemptsThey have made attempts and after a 3rd attempt the case is subject to being closedOur representative may be reached at [redacted] Sincerely, Dell Advanced Resolution Team
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 explained that the offer the customer is referring to is for a tablet not an XPS systemThe representative further explained that the customer would not be able to extend the warranty on the system she currently has due to it being out of warrantyThe representative further explained the pricing of a hardware warrantyWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Thank you for the opportunity to address the correspondence submitted by Mr [redacted] *** A Dell representative recently contacted Mr [redacted] and is working with him to achieve an amicable resolution for his concernsProduct return is being processedOur representative may be contacted directly by e-mail at [redacted] , in case he has any further concerns regarding this case
Today’s Date: 03/03/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 At this time the agent has been unable to reach the customer and the customer has not returned the agents attempts at contactWe 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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and, for customer satisfaction reasons, processed an exchange to replace the customer’s computer Our records indicate the exchange computer has been delivered to the customer and she may contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I’ve been in contact with technical support for over a year now and they have not fixed my issueI’m tired of wasting my time and money by taking time off work to get nowhereIs it your policy to sell inadequate computers? And then refuse to fix them? Because if so then you are doing a great jobI will not contact your technical support so you can charge me money to get nowhere, againI’ve reset my computer seeing all of my material which was very important to me and I refuse to do so againI feel like DELL has stolen from me and I will not trust your company again Regards, Gail R***
A Dell representative contacted Ms [redacted] and is working with her 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: I will acknowledge that the Battery did arrive However I do dispute their account that this was due to ***s expediting the order The battery showed up with documentation from order that I was told previously was lost and they had no way of indicating when it would be delivered I in fact was the one who notified [redacted] that I had received the battery on November 14th In my mind they did not rectify the matter satisfactorily, it was simply a matter of luck that an earlier shipment eventually got delivered I say this fully stating that Dell was still waiting on what they claimed was a part which was on back order and couldn't be delivered until December.This matter for me is closed, but I wanted to make it clear that it is not because I believe the handled this matter correctly 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 records show that that the credit for order# [redacted] has been posted to the original form of paymentWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionWe would like to refer the customer to the terms and conditions of his hardware warranty which explains that if a system is replaced the original warranty is carried over to the replacement systemAs 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 [redacted] If the customer would like to move forward with the exchange we request that he email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, processed a system exchange which has been shipped to the customer 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,Thank you for providing a copy of the customer’s follow up submission Mr [redacted] expressed dissatisfaction with Dell’s response and claims he has additional issues We appreciate the feedback provided Since the date of our last response, a Dell representative has remained engaged to assist Mr [redacted] under the terms of Dell’s Limited Hardware Warranty Mr [redacted] requested a list of what would be done to resolve his issue which our representative would be unable to predict until troubleshooting is performed or diagnostics processed at Dell’s Repair Depot Should Mr [redacted] want to accept our representative’s offer of assistance, we ask that he contact our representative within ten (10) days from this response at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: DELL was allowed opportunities to repair the laptop- twiceFirst, via a remote assessment that took over hours The Second time was via on site visit at my home with a Dell TechnicianDELL has not acknowledged this fact or that even though they recommend ADDITIONAL repair efforts, I am provided no interim remedy via temporary replacement with a working computer This is the only computer I ownIf it is not functioning properly- I am paying for a service that is not being providedDELL continues to cite warranty policies while being completely insensitive to the inconvenience of this situation to their customer The defect is not due to any negligence on my part I continue to pay monthly to DELL Financial, but I cannot take the laptop anywhere Where is any advocacy for the customer? Why would DELL offer continued repair without providing a functioning product in the interim or modify the financial contract accordingly? Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell product, 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 assistanceOur representative explained the Terms of Sale and the Return PolicyHowever, in the interest of customer satisfaction, our representative processed a return for order number [redacted] Furthermore, our records indicate that the credit has been posted to the original form of paymentThey should see this reflected on their next monthly billing statementOur 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
Thank you for providing a copy of the customers’ submissionDell representative, [redacted] , is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintWe remain available to assistPlease have the customer contact the representative by email at [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 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 provided the customer their $coupon 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , per the terms of the sale and the terms and conditions of the Dell Limited Warranty, respectfully denied Mr [redacted] ’s request for reimbursement for third party serviceMr [redacted] confirmed the system is functioning as designedOur representative, [redacted] , may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident 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 denied the customer request due to the TV being in his possession for months Dell’s return period is days 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 Group Incident 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 concernsIn the interest of customer satisfaction, our representative processed a product returnOur records show that that the credit for order# [redacted] has been posted to the original form of paymentOur representative also followwith [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 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerA Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative authorized a return and confirmed credit has postedPlease have the customer contact the representative by emailing at [redacted] @Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Dell representative [redacted] continues in their efforts to contact Ms [redacted] but have not been successful in their attemptsThey have made attempts and after a 3rd attempt the case is subject to being closedOur representative may be reached at [redacted] Sincerely, Dell Advanced Resolution Team
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 explained that the offer the customer is referring to is for a tablet not an XPS systemThe representative further explained that the customer would not be able to extend the warranty on the system she currently has due to it being out of warrantyThe representative further explained the pricing of a hardware warrantyWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Thank you for the opportunity to address the correspondence submitted by Mr [redacted] *** A Dell representative recently contacted Mr [redacted] and is working with him to achieve an amicable resolution for his concernsProduct return is being processedOur representative may be contacted directly by e-mail at [redacted] , in case he has any further concerns regarding this case
Today’s Date: 03/03/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 At this time the agent has been unable to reach the customer and the customer has not returned the agents attempts at contactWe 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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and, for customer satisfaction reasons, processed an exchange to replace the customer’s computer Our records indicate the exchange computer has been delivered to the customer and she may contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I’ve been in contact with technical support for over a year now and they have not fixed my issueI’m tired of wasting my time and money by taking time off work to get nowhereIs it your policy to sell inadequate computers? And then refuse to fix them? Because if so then you are doing a great jobI will not contact your technical support so you can charge me money to get nowhere, againI’ve reset my computer seeing all of my material which was very important to me and I refuse to do so againI feel like DELL has stolen from me and I will not trust your company again Regards, Gail R***
A Dell representative contacted Ms [redacted] and is working with her 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: I will acknowledge that the Battery did arrive However I do dispute their account that this was due to ***s expediting the order The battery showed up with documentation from order that I was told previously was lost and they had no way of indicating when it would be delivered I in fact was the one who notified [redacted] that I had received the battery on November 14th In my mind they did not rectify the matter satisfactorily, it was simply a matter of luck that an earlier shipment eventually got delivered I say this fully stating that Dell was still waiting on what they claimed was a part which was on back order and couldn't be delivered until December.This matter for me is closed, but I wanted to make it clear that it is not because I believe the handled this matter correctly Regards, [redacted]