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
Complaint: [redacted] I am rejecting this response because: I spent a great deal of time working with a Dell representative to fix the computer yet nothing corrected the issuesI then sent an email with videos of the issues and they were not addressedDell has requested I "reset" my computer- yet I fear I will lose my work filesAlso, the computer has been operating at an extremely poor level since purchaseBesides that, my messages have been met with the same difficult to understand comments from overseas peopleApparently there is onky overseas phone support which is not correcting my problems Regards, [redacted] ***
The customer experienced technical issues with their Dell systemThe technical issue were resolved and the resolution confirmed by the customerTherefore, our representative closed this case as resolved and completeOur representative may be reached at [redacted] @dell.com
Complaint: [redacted] I am rejecting this response because:Dell has done nothing to dispute the fact they were told of the mainboard issues while the laptop was under warranty Dell has done nothing to dispute they did not repair those issues despite their contractual requirements to do so These are the main issues related to this complain and it shows a clear breach of contract on their part They sold defective hardware with a warranty then failed to honor the warranty Their warranty clearly states,"DELL'S RESPONSIBILITY FOR MALFUNCTIONS AND DEFECTS IN HARDWARE IS LIMITED TO REPAIR OR REPLACEMENT AS SET FORTH IN THIS WARRANTY STATEMENT." But they neither repair or replaced the device or components and, in fact, refused to Furthermore the stated on a recent phone conversation they Dell would not provide any RMA support after days This is NOT stated in the warranty and even if it were Dell was required to provide me some alternate avenue to get the device repaired They did not.The focus of the issue is the ongoing failure of components on the mainboard of a laptop they sold me They were told of the mainboard issues while the device was under warranty The customer requested to RMA the device which Dell refused They failed to repair the defective item they sold me while that device was under warranty despite the customer requests and then attempted to force the customer to pay for them to honor the warranty issues fully disclosed to Dell within the warranty period Furthermore Dell refused to guarantee the issue seen with the chipset on the device would be corrected by their repair since it isn't the focus of the warranty work they are requiring I pay for Dell has not 'offered discounts for repair' They offered to repair the battery which is not the focus of the issue at all Simply, they offered to replace the battery, send me back the laptop with the same bad motherboard and tell me it is fixed Yes, the battery issue occurred AFTER the warranty period was over but may or may not have been caused by the bad mainboard What they are proposing is not a repair It is offering to fix one issue that may have been caused by Dell's own negligence in honoring the warranty they sold with the device Regards, [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 setup returns and refunds for the items the customer wanted to return 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
Complaint: [redacted] I am rejecting this response because: I originally asked for a new computer that would work with my existing monitor and it doesn'tI was swindled and I want a refundI have to get on with my life which doesn't include excessive hours talking to tech people who can't correct the problem Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:i dont know what are you talking about get your faqs straight was ac adapter I dont need a ac adapter! I dont have any email from that person your saying got in contact wiht me I still have the same issue worst customer service in history! Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: The matter has not been resolved [redacted] with Dell is working with me on it but I have not yet received the refund Please keep this open until resolved Regards, [redacted] ***
Today’s Date: 05/09/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 correspondenceAt this time the customers credit has been processedDell 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 with any other questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently spoke to Ms [redacted] regarding her concernsOur representative explained the terms of sale and the limited hardware warrantyAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement unit was delivered on June 24th, Our representative also followto 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 via 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,Thank you for providing a copy of the customer’s follow up submission Mr [redacted] expressed dissatisfaction with Dell’s response Our records indicate the order for the second TV was placed on September 2, 2017, and invoiced on September 5th It appears the package was lost in transit by the carrier Since the date of the original Revdex.com submission, our representative escalated the issue with the carrier and on the 28th, Mr [redacted] requested a refund and a Return Authorization was initiated An order cannot be “cancelled” after shipment but the carrier returned the TV to Dell and his account was refunded in full on October 16, Mr [redacted] indicated to our representative he wanted to return a TV purchased last year and his request was denied as he is outside of Dell’s Return Policy of thirty (30) days He stated the package was damaged in shipment which was first reported during June, A package shipped from Dell that is damaged in transit must be reported to Dell upon receipt of the damaged merchandise as Dell cannot raise a shipping concern with a carrier six (6) months after the package was delivered and his requests for a refund or return were denied As Dell’s stance remains unchanged, no further attempt will be made to reach Mr [redacted] regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: The remaining refund in the amount of $still has not showed up in my credit card (the original form of payment), so the case should remain to be open Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact with the customer and, per the warranty contract having expired on 2/8/2017, respectfully denied the customer’s request to have service provided at Dell’s expenseThe model of customer’s system was not affected by the BIOS issue referenced in his letterAs a one-time good-will gesture, our representative offered a discount on a Depot service to review the system, however; the customer declinedOur representative remains available should he change his mindSincerely, Advanced Resolution Group Incident 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 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 refunded the customer’s chargesShould 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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAlthough, I am not completely satisfied that my time and effort in attempting to rectify the initial problems with my computer have been recognised, I will not be pursuing this complaint further Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: My rewards balance is at $Please see belowRewardsWelcome, [redacted] Account # [redacted] (PIN ***)Member since 5/12/$0.00Available rewards*$0.00Pending rewards Regards, [redacted]
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
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, 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
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication and processing expectations for a recent order for monitors We regret any miscommunication which may have occurred and appreciate the feedback Dell makes every effort to maintain sufficient inventory to fill orders placed on the Dell site as we fully understand the bad experience selling out of an item can cause Dell customers, and Dell Sometimes, when a promotionally priced item causes an unforeseen volume of sales, Dell may be unable to fill all orders for that item and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors Per the Terms of Sale, Dell may revise or discontinue Products and Services at any time, including after the customer places an order Dell will not accept any liability for a customer’s personal or business applications prior to, or after a customer makes a purchase from Dell’s site As previously stated, the customer was told the monitors were sold out and no longer available and, for customer satisfaction reasons, our representative offered assistance in locating an alternative monitor which the customer declined No further attempt will be made to reach the customer regarding this case, however our agent remains available, should the customer wish to discuss this matter furtherSincerely,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 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
Complaint: [redacted] I am rejecting this response because: I spent a great deal of time working with a Dell representative to fix the computer yet nothing corrected the issuesI then sent an email with videos of the issues and they were not addressedDell has requested I "reset" my computer- yet I fear I will lose my work filesAlso, the computer has been operating at an extremely poor level since purchaseBesides that, my messages have been met with the same difficult to understand comments from overseas peopleApparently there is onky overseas phone support which is not correcting my problems Regards, [redacted] ***
The customer experienced technical issues with their Dell systemThe technical issue were resolved and the resolution confirmed by the customerTherefore, our representative closed this case as resolved and completeOur representative may be reached at [redacted] @dell.com
Complaint: [redacted] I am rejecting this response because:Dell has done nothing to dispute the fact they were told of the mainboard issues while the laptop was under warranty Dell has done nothing to dispute they did not repair those issues despite their contractual requirements to do so These are the main issues related to this complain and it shows a clear breach of contract on their part They sold defective hardware with a warranty then failed to honor the warranty Their warranty clearly states,"DELL'S RESPONSIBILITY FOR MALFUNCTIONS AND DEFECTS IN HARDWARE IS LIMITED TO REPAIR OR REPLACEMENT AS SET FORTH IN THIS WARRANTY STATEMENT." But they neither repair or replaced the device or components and, in fact, refused to Furthermore the stated on a recent phone conversation they Dell would not provide any RMA support after days This is NOT stated in the warranty and even if it were Dell was required to provide me some alternate avenue to get the device repaired They did not.The focus of the issue is the ongoing failure of components on the mainboard of a laptop they sold me They were told of the mainboard issues while the device was under warranty The customer requested to RMA the device which Dell refused They failed to repair the defective item they sold me while that device was under warranty despite the customer requests and then attempted to force the customer to pay for them to honor the warranty issues fully disclosed to Dell within the warranty period Furthermore Dell refused to guarantee the issue seen with the chipset on the device would be corrected by their repair since it isn't the focus of the warranty work they are requiring I pay for Dell has not 'offered discounts for repair' They offered to repair the battery which is not the focus of the issue at all Simply, they offered to replace the battery, send me back the laptop with the same bad motherboard and tell me it is fixed Yes, the battery issue occurred AFTER the warranty period was over but may or may not have been caused by the bad mainboard What they are proposing is not a repair It is offering to fix one issue that may have been caused by Dell's own negligence in honoring the warranty they sold with the device Regards, [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 setup returns and refunds for the items the customer wanted to return 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
Complaint: [redacted] I am rejecting this response because: I originally asked for a new computer that would work with my existing monitor and it doesn'tI was swindled and I want a refundI have to get on with my life which doesn't include excessive hours talking to tech people who can't correct the problem Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:i dont know what are you talking about get your faqs straight was ac adapter I dont need a ac adapter! I dont have any email from that person your saying got in contact wiht me I still have the same issue worst customer service in history! Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: The matter has not been resolved [redacted] with Dell is working with me on it but I have not yet received the refund Please keep this open until resolved Regards, [redacted] ***
Today’s Date: 05/09/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 correspondenceAt this time the customers credit has been processedDell 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 with any other questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently spoke to Ms [redacted] regarding her concernsOur representative explained the terms of sale and the limited hardware warrantyAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement unit was delivered on June 24th, Our representative also followto 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 via 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,Thank you for providing a copy of the customer’s follow up submission Mr [redacted] expressed dissatisfaction with Dell’s response Our records indicate the order for the second TV was placed on September 2, 2017, and invoiced on September 5th It appears the package was lost in transit by the carrier Since the date of the original Revdex.com submission, our representative escalated the issue with the carrier and on the 28th, Mr [redacted] requested a refund and a Return Authorization was initiated An order cannot be “cancelled” after shipment but the carrier returned the TV to Dell and his account was refunded in full on October 16, Mr [redacted] indicated to our representative he wanted to return a TV purchased last year and his request was denied as he is outside of Dell’s Return Policy of thirty (30) days He stated the package was damaged in shipment which was first reported during June, A package shipped from Dell that is damaged in transit must be reported to Dell upon receipt of the damaged merchandise as Dell cannot raise a shipping concern with a carrier six (6) months after the package was delivered and his requests for a refund or return were denied As Dell’s stance remains unchanged, no further attempt will be made to reach Mr [redacted] regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: The remaining refund in the amount of $still has not showed up in my credit card (the original form of payment), so the case should remain to be open Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact with the customer and, per the warranty contract having expired on 2/8/2017, respectfully denied the customer’s request to have service provided at Dell’s expenseThe model of customer’s system was not affected by the BIOS issue referenced in his letterAs a one-time good-will gesture, our representative offered a discount on a Depot service to review the system, however; the customer declinedOur representative remains available should he change his mindSincerely, Advanced Resolution Group Incident 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 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 refunded the customer’s chargesShould 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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAlthough, I am not completely satisfied that my time and effort in attempting to rectify the initial problems with my computer have been recognised, I will not be pursuing this complaint further Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: My rewards balance is at $Please see belowRewardsWelcome, [redacted] Account # [redacted] (PIN ***)Member since 5/12/$0.00Available rewards*$0.00Pending rewards Regards, [redacted]
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
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, 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
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication and processing expectations for a recent order for monitors We regret any miscommunication which may have occurred and appreciate the feedback Dell makes every effort to maintain sufficient inventory to fill orders placed on the Dell site as we fully understand the bad experience selling out of an item can cause Dell customers, and Dell Sometimes, when a promotionally priced item causes an unforeseen volume of sales, Dell may be unable to fill all orders for that item and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors Per the Terms of Sale, Dell may revise or discontinue Products and Services at any time, including after the customer places an order Dell will not accept any liability for a customer’s personal or business applications prior to, or after a customer makes a purchase from Dell’s site As previously stated, the customer was told the monitors were sold out and no longer available and, for customer satisfaction reasons, our representative offered assistance in locating an alternative monitor which the customer declined No further attempt will be made to reach the customer regarding this case, however our agent remains available, should the customer wish to discuss this matter furtherSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc