Thank you for providing a copy of the customers’ submissionDell representative Sajith, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at [redacted]
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] ***
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
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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsThe representative informed her that the warranty had expired on October 1, Our representative also explained the terms of sale, limited hardware warranty, and return policy [redacted] As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered depot repair at a discounted rate; however, Ms [redacted] elected not to accept our offer of assistanceHer request for a free repair was respectfully deniedPlease note that Ms [redacted] is most welcome to take advantage of our out of warranty fee based service and support by calling ###-###-####We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur 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
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]
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: 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] ***
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 Since the date of the submission, a Dell representative, [redacted] has made multiple attempts to reach the customer by phone and e-mail however, to date, there has been no response by the customer to the representatives’ contact attempts Should the customer still need assistance, we ask that they contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Thank you for the opportunity to address the correspondence submitted by [redacted] ***A Dell recently contacted [redacted] and is working with her to achieve an amicable resolution for her concernsOur representative may be contacted directly by e-mail at [redacted] , in case [redacted] *** has any further concerns regarding this case
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 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
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]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] However; she has not responded to ***’s contact attempts [redacted] remains available and may be contacted via email at [redacted] @Dell.comWe regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience Sincerely, Advanced Resolution Group 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 customerDells position remains the same and no further contact will be madeThe customer purchased the system from a retail store and new what the size of the hard drive was prior to purchaseThe representative offered an externa hard drive or USB drive as a resolution which the customer declinedThere is nothing wrong with the system performance which is why the system exchange is not an optionIf the customer has any further questions please have the customer contact the representative by email at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
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 contacted Ms [redacted] regarding her concernsOur representative explained the terms and conditions of Dell’s limited hardware warranty, which dictates that software issues are not covered under the warrantyOur representative confirmed Dell hardware functionalityAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative provided technical assistanceOur representative also followwith Ms [redacted] to confirm resolutionPlease note that her request for replacement unit or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at [redacted] , in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
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] ***
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] ***
Thank you for providing a copy of the customer’s submissionThe customer is contacting the Revdex.com Dell’s the Black Friday/Cyber Monday sales; orders are subject to while quantities last which is explained under the terms and conditions of saleDell realizes situations such as this can be disappointing for our customers; we truly do apologizeWe appreciate the customer taking the time to bring this observation to our attentionThe representative also offered to assist on getting the anti-virus reinstalled for the remaining year of the subscription which the customer declined the offerAs this is a nonrefundable subscription the request for refund was deniedSincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Thank you for providing a copy of the customers’ submissionDell representative Sajith, is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at [redacted]
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] ***
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
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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsThe representative informed her that the warranty had expired on October 1, Our representative also explained the terms of sale, limited hardware warranty, and return policy [redacted] As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered depot repair at a discounted rate; however, Ms [redacted] elected not to accept our offer of assistanceHer request for a free repair was respectfully deniedPlease note that Ms [redacted] is most welcome to take advantage of our out of warranty fee based service and support by calling ###-###-####We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur 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
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]
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: 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] ***
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 Since the date of the submission, a Dell representative, [redacted] has made multiple attempts to reach the customer by phone and e-mail however, to date, there has been no response by the customer to the representatives’ contact attempts Should the customer still need assistance, we ask that they contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Thank you for the opportunity to address the correspondence submitted by [redacted] ***A Dell recently contacted [redacted] and is working with her to achieve an amicable resolution for her concernsOur representative may be contacted directly by e-mail at [redacted] , in case [redacted] *** has any further concerns regarding this case
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 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
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]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] However; she has not responded to ***’s contact attempts [redacted] remains available and may be contacted via email at [redacted] @Dell.comWe regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience Sincerely, Advanced Resolution Group 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 customerDells position remains the same and no further contact will be madeThe customer purchased the system from a retail store and new what the size of the hard drive was prior to purchaseThe representative offered an externa hard drive or USB drive as a resolution which the customer declinedThere is nothing wrong with the system performance which is why the system exchange is not an optionIf the customer has any further questions please have the customer contact the representative by email at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
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 contacted Ms [redacted] regarding her concernsOur representative explained the terms and conditions of Dell’s limited hardware warranty, which dictates that software issues are not covered under the warrantyOur representative confirmed Dell hardware functionalityAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative provided technical assistanceOur representative also followwith Ms [redacted] to confirm resolutionPlease note that her request for replacement unit or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at [redacted] , in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
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] ***
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] ***
Thank you for providing a copy of the customer’s submissionThe customer is contacting the Revdex.com Dell’s the Black Friday/Cyber Monday sales; orders are subject to while quantities last which is explained under the terms and conditions of saleDell realizes situations such as this can be disappointing for our customers; we truly do apologizeWe appreciate the customer taking the time to bring this observation to our attentionThe representative also offered to assist on getting the anti-virus reinstalled for the remaining year of the subscription which the customer declined the offerAs this is a nonrefundable subscription the request for refund was deniedSincerely, Advanced Resolution Group Incident ID# [redacted] Dell