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
Dear Revdex.com, Our records indicate that Dell representative Rajesh has followed up with the customerThe representative has confirmed delivery of the replacement systemWe request the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionIf Ms [redacted] needs help to back up, transfer of data or Defender assistance she can reach out to Dell Advance software support team, ###-###-#### please note this assistance is not included in the original Dell warrantyAs previously mentioned the customer can use any box she would like to package the system appropriately to return it to Dell using the Pre-Paid label providedSincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I have contacted the business within day period first and I even have confirmed with the CS agent thatHe asked me to check one more time with the product manufacturer and get back so that they can honor the returnDuring that time the 30-day window has passedSince I initiated the conversation before 30-day period, I thought my request for return will be honored but Dell went back on thatI am not a happy customerNot satisfied with the response 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
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 It took over a month for Dell to take my concern seriously, and working with the Revdex.com prompted a more timely response from Dell 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 concerns and worked with FedEx to resolve this matterOur records show that the unit was delivered on November 23, under FedEx tracking number [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly 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
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] ***
Complaint: [redacted] I am rejecting this response because:Thank you for responding so quicklyThe Dell employee, [redacted] , sent me an email stating that I would be receiving an open box unitThe correspondence that Dell sent indeed confirmed my suspicions that I received a refurbished unitThe refurbished unit is not what we had agreed upon as I have an email from this employee stating that I was going to receive an "open box unit"As you already know an open box unit is not a refurbished unitWhen will Dell send me my open box unit? I have received a letter from Dell freezing all my accountsDell scammed me out of my open box computer replacementWhat is the next step of action? Regards, [redacted] ***
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:Dell has failed to refund all my funds because they take weeks to process the credits back for selling and shipping me used defective computers, and their dell representative [redacted] ***, I have called and left no less then voicemail messages and she has ignored and refused to respond to these calls, so the dell representative is NOT working with me.proof them them charging me, receiving back my computer in enclosed and they still owe me $ Regards, [redacted] ***
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Mr [redacted] has expressed extreme dissatisfaction with our continued attempts to provide him with the support to which he is entitled to under the terms of his support contract and Dell’s Limited Hardware WarrantyMr [redacted] has not been cooperative in scheduling onsite service during service hours and continues to seek additional support beyond the scope of what he purchasedHis continued profanity and abuse of our agents has led us to conclude that we will likely not be able to satisfy Mr***, and have accordingly conveyed an offer to his attorney that we would reimburse him the full price of his service contract Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Today’s Date: 08/24/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 correspondenceThe customer reports technical issues with the unitThe customer states these issues existed since "day one"At this time the agent has researched the customers account history and these technical issues were not reported during the warranty periodAs such the agent advised the customer that since the system warranty expired on March of 2015, an warranty repair will not be possibleThe agent did however offer a discounted depot repairThe customer has declined this offerWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should they reconsider the discounted repair offer Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Dell representative, [redacted] , contacted Mr [redacted] for further specific information that will allow her to research the issue for resolutionDell representative, [redacted] , remains available to assist Mr [redacted] in resolving his issues as reported in his complaint.Sincerely,Dell Advanced Resolution Team
Today’s Date: 05/31/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 correspondenceThe customer states continued technical concerns with their Alienware unitThe customer requests a full refundAt this time the agent advised that because the system is over four (4) years old, the unit cannot be refundedHowever troubleshooting as under the terms of the warranty was offered in order to work towards a resolutionThe customer rejected the agents offer to work through the terms of the warrantyThe agent apologized for the inconvenience and asked to customer to contact us should they reconsiderDell regrets any inconvenience caused and we thank the customer for their time and patience during this processWe ask the customer to contact the representative at [redacted] @Dell.com should they reconsider troubleshooting the unit Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that [redacted] has been in contact with the customer because a system could not be found that match the customer’s original order a refund was processedDell sincerely apologizes for the experience but a refund was in the best interest of the customerWe do show the credit was completed on 2/credit memo [redacted] Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 02/24/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceAt this time a credit has been processed and the mater addressedDell 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 in the matter Sincerely, Executive Support TeamIncident ID: 33507518Dell Inc
Dell representative, [redacted] , is working with the customer and our order verification department to resolve this matterShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by MrMr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms of sale, and limited hardware warranty [redacted] Please note that in the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered to Mr [redacted] on June 13, under FedEx tracking# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [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 Ms [redacted] Our representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms and conditions of the limited hardware warranty [redacted] As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed an Operating System USB media, which was delivered to Ms [redacted] on February 17, under FedEx tracking number [redacted] Please note, our representative made multiple attempts to reach Ms [redacted] ; however, has not been able to further discuss this matterWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support 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 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
Dear Revdex.com, Our records indicate that Dell representative Rajesh has followed up with the customerThe representative has confirmed delivery of the replacement systemWe request the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionIf Ms [redacted] needs help to back up, transfer of data or Defender assistance she can reach out to Dell Advance software support team, ###-###-#### please note this assistance is not included in the original Dell warrantyAs previously mentioned the customer can use any box she would like to package the system appropriately to return it to Dell using the Pre-Paid label providedSincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I have contacted the business within day period first and I even have confirmed with the CS agent thatHe asked me to check one more time with the product manufacturer and get back so that they can honor the returnDuring that time the 30-day window has passedSince I initiated the conversation before 30-day period, I thought my request for return will be honored but Dell went back on thatI am not a happy customerNot satisfied with the response 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
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 It took over a month for Dell to take my concern seriously, and working with the Revdex.com prompted a more timely response from Dell 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 concerns and worked with FedEx to resolve this matterOur records show that the unit was delivered on November 23, under FedEx tracking number [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly 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
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] ***
Complaint: [redacted] I am rejecting this response because:Thank you for responding so quicklyThe Dell employee, [redacted] , sent me an email stating that I would be receiving an open box unitThe correspondence that Dell sent indeed confirmed my suspicions that I received a refurbished unitThe refurbished unit is not what we had agreed upon as I have an email from this employee stating that I was going to receive an "open box unit"As you already know an open box unit is not a refurbished unitWhen will Dell send me my open box unit? I have received a letter from Dell freezing all my accountsDell scammed me out of my open box computer replacementWhat is the next step of action? Regards, [redacted] ***
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:Dell has failed to refund all my funds because they take weeks to process the credits back for selling and shipping me used defective computers, and their dell representative [redacted] ***, I have called and left no less then voicemail messages and she has ignored and refused to respond to these calls, so the dell representative is NOT working with me.proof them them charging me, receiving back my computer in enclosed and they still owe me $ Regards, [redacted] ***
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Mr [redacted] has expressed extreme dissatisfaction with our continued attempts to provide him with the support to which he is entitled to under the terms of his support contract and Dell’s Limited Hardware WarrantyMr [redacted] has not been cooperative in scheduling onsite service during service hours and continues to seek additional support beyond the scope of what he purchasedHis continued profanity and abuse of our agents has led us to conclude that we will likely not be able to satisfy Mr***, and have accordingly conveyed an offer to his attorney that we would reimburse him the full price of his service contract Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Today’s Date: 08/24/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 correspondenceThe customer reports technical issues with the unitThe customer states these issues existed since "day one"At this time the agent has researched the customers account history and these technical issues were not reported during the warranty periodAs such the agent advised the customer that since the system warranty expired on March of 2015, an warranty repair will not be possibleThe agent did however offer a discounted depot repairThe customer has declined this offerWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should they reconsider the discounted repair offer Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Dell representative, [redacted] , contacted Mr [redacted] for further specific information that will allow her to research the issue for resolutionDell representative, [redacted] , remains available to assist Mr [redacted] in resolving his issues as reported in his complaint.Sincerely,Dell Advanced Resolution Team
Today’s Date: 05/31/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 correspondenceThe customer states continued technical concerns with their Alienware unitThe customer requests a full refundAt this time the agent advised that because the system is over four (4) years old, the unit cannot be refundedHowever troubleshooting as under the terms of the warranty was offered in order to work towards a resolutionThe customer rejected the agents offer to work through the terms of the warrantyThe agent apologized for the inconvenience and asked to customer to contact us should they reconsiderDell regrets any inconvenience caused and we thank the customer for their time and patience during this processWe ask the customer to contact the representative at [redacted] @Dell.com should they reconsider troubleshooting the unit Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that [redacted] has been in contact with the customer because a system could not be found that match the customer’s original order a refund was processedDell sincerely apologizes for the experience but a refund was in the best interest of the customerWe do show the credit was completed on 2/credit memo [redacted] Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 02/24/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceAt this time a credit has been processed and the mater addressedDell 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 in the matter Sincerely, Executive Support TeamIncident ID: 33507518Dell Inc
Dell representative, [redacted] , is working with the customer and our order verification department to resolve this matterShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by MrMr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms of sale, and limited hardware warranty [redacted] Please note that in the interest of customer satisfaction, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered to Mr [redacted] on June 13, under FedEx tracking# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [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 Ms [redacted] Our representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms and conditions of the limited hardware warranty [redacted] As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed an Operating System USB media, which was delivered to Ms [redacted] on February 17, under FedEx tracking number [redacted] Please note, our representative made multiple attempts to reach Ms [redacted] ; however, has not been able to further discuss this matterWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc