Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has provided the customer with extended warranty options 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our records indicate the system has been returned and the credit has been applied to the original form of payment, which Mr [redacted] has confirmed to our representative, [redacted] We regret any dissatisfaction Mr [redacted] may have experienced and [redacted] may be contacted via email at [redacted] _***@Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer reiterated dissatisfaction with Dell’s response and wants additional concessions The promotion as indicated in the customer’s original submission, was for a $gift card, not a $gift card as the customer seeks If the customer has an e-mail or other documentation from Dell indicating he was going to receive a $gift card instead of the $gift card promotion, he may forward that to our representative for additional consideration Dell would be unable to process a promotional gift card which is greater than that offered in the promotion As previously indicated, our records reflect the customer’s issue has been addressed and he has been provided with the promotion associated with his purchase Dell will not be offering any additional concessions and no further attempt will be made to reach the customer regarding this case Our agent remains available, should he wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records do not indicate the customer purchase any tonerIf the customer purchased the toner from Dell that can be returned if from a 3rd party he would need to contact whom he purchased it fromAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting [redacted] or for online assistance at [redacted] Sincerely, Advanced Resolution Group FID # [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative [redacted] is attempting to reach the customerAfter further review of the videos that were provided in the rebuttal the representative will arrange for the system to come into the depotThe system will be repaired under the hardware warranty as long as there is no indication of physical damageWe ask that the customer respond to the representative so we can move this to a resolutionThe representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group INC# [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, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has declined the customer’s request for a refund due to the computer being outside of Dell’s return period Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
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 of sale, limited hardware warranty, and return policy [redacted] Our representative confirmed product specifications, configuration and provided upgrade optionsHer request for free upgrade 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 the 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
Complaint: [redacted] I am rejecting this response because: They have not addressed any of my issues and are blatantly ignoring any request for additional infoSeveral calls and emails have been made inquiring my issues and are repeatedly ignored and skirted aroundThey also cannot give me an availability date or shipping date for a TV that I ordered August 24th, but are more then willing to keep my moneySo what happens if the TV no longer becomes available, am I suppose to just forfeit my money to them?Below is a few of the emails I have sent and received from their Dell representative: Are you purposely ignoring my actual issues? I had questions and issues in my last email and you blatantly ignored all of them and went right back to the gift card issueDo you even read the emails? I've also sent this to the Revdex.com in the last email, I see you purposely didn't reply to them either, very poor business practices and extremely shady.If I do not have my issues address that I inquired about in my last email by tomorrow, I will contact the attorney general and a lawyerThat fact that you are keeping my money without providing a product is 100% illegal and Dell will be responsible for your actions.Thank you [redacted] -----Original Message-----From: ***[redacted] To: [redacted] < [redacted] @aol.com>Sent: Fri, Sep 30, 2:pmSubject: RE: ***Regarding your Dell order # [redacted] Incident # [redacted] Dell Customer CommunicationDear [redacted] ,Thank you for your emailI am sorry for the inconvenience caused to you.As discussed earlier, we do not have an estimated time frame for the TV availabilityAs the $Gift card was used towards purchasing a Camera, to get a full refund the order should be returnedOnce returned the full refund can be processed, otherwise the refund less $will be processedPlease let me know if you need any further assistance and I will be glad to assist you with it.Regards, [redacted] Dell | Advanced Resolution GroupPhone [redacted] My work schedule is 9:am - 6:pm CST Monday to Friday Please consider the environment before printing this email.Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.-----Original Message-----From: [redacted] [mailto: [redacted] @aol.com] Sent: Friday, September 30, 6:PMTo: [redacted] , [redacted] < [redacted] @Dell.com>; [email protected]: Re: ***Regarding your Dell order # [redacted] Incident # [redacted] And what if the TV never becomes available, what is your procedure then? To keep my money and never deliver a product?I also never said I will not return the camera, I kept asking what if I cannot return it and you never answered me; I asked this more than once with no answerAll you're doing is dancing around my issues and keep pushing the gift card complaint when that's not my major issueMy issue is that I keep being lied to about when the TV will be become availableIf I knew the TV wasn't going to be available from the beginning, then I would have requested a full refund before spending the gift cardBut I was told SEVERAL TIMES that the TV was available, would be shipped to my house on a specific date, expedited and overnighted to me, but this continued to never happenAlso, as stated in the Revdex.com complaint, I was told I would receive multiple emails with tracking info, but again, never received such an emailDell keeps making promises but never deliversSeems to me the only reason I'm told these lies is to get me off the phone.I've also been paying for cable for a TV that I don't even have yetI've also paid for this TV IN FULL, yet I have nothing for itIt's wrong, not to mention illegal to charge someone for a product that they have yet to receive, not to mention that you can't even tell me when it will be available.Who is your boss, clearly if you are unable, but really seems unwilling, to assist me in this matter, I want to talk to them[redacted] -----Original Message-----From: ***[redacted] To: [redacted] < [redacted] @aol.com>Sent: Thu, Sep 29, 3:pmSubject: RE: ***Regarding your Dell order # [redacted] Incident # [redacted] Dell Customer CommunicationDear [redacted] ,This email is a follow up to the conversation we had today regarding your Dell order # [redacted] .As discussed, it is not possible to process a full refund as $gift card issue to you has been used towards purchase of a Camera which you do not want to return.We can either process a return for the camera and get the full refund processed or wait for the availability of the replacement or get the refund for the order minus the $gift card you have used.Please contact me if you need any further assistance and I will be glad to assist you with it.Regards, [redacted] Dell | Advanced Resolution GroupPhone [redacted] My work schedule is 9:am - 6:pm CST Monday to Friday Please consider the environment before printing this email.Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.-----Original Message-----From: [redacted] [mailto: [redacted] @aol.com] Sent: Thursday, September 29, 6:PMTo: [redacted] , [redacted] < [redacted] @Dell.com>Subject: Re: ***Regarding your Dell order # [redacted] Incident # [redacted] As I've stated multiple times to other Dell representatives, I want the TV, but seeing how Dell is unable to provide me with one in a timely manner, I would like a refund so I can purchase it elsewhereI am also willing to accept a different TV for the same purchase price, but not one of poorer quality and/or smaller display, which has been offered to me by other representatives.This one for instance, which is of lower quality, but larger Manufacturer part M70-D3Dell part A8822382Thank you [redacted] -----Original Message-----From: ***[redacted] To: [redacted] < [redacted] @aol.com>Sent: Wed, Sep 28, 3:pmSubject: RE: FW: ***Regarding your Dell order # [redacted] Incident # [redacted] Dell Customer CommunicationDear [redacted] ,This email is with regard to your dell order # [redacted] We apologize for any disappointment you may have experienced during your business with Dell As discussed, I am working on the issue and will keep you updated with the refund statusPlease contact me if you need any further assistance and I will be glad to assist you with itRegards, [redacted] Dell | Advanced Resolution GroupPhone [redacted] My work schedule is 9:am - 6:pm CST Monday to Friday Please consider the environment before printing this emailConfidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: On Monday, 19th September at precisely 2:PM, I contacted Dell Computer out of Warranty Technical Online Chat SupportThe reason why I contacted Dell Computers out of Warranty Technical Chat Support was that on Friday, 16th September 2016, my Dell Inspiron PC after I had logged on started flashing so badly that I could not use itI decided to use the updated Dell Backup and Recovery program installed on my PC to restore my PC back to its factory imageHowever, after hours of the Dell Backup and Recovery going through process restore indicated that process was complete and I clicked the next button After my Dell Inspiron PC restarted, a blue screen appeared with a message that a crucial file was missing I had explained all of this to Dell Tech Support specialist, [redacted] during our chat conversation on Monday, 19th September After nearly an hour of being on Dell Out of Warranty Chat Line, [redacted] informed me of a service where Dell Computers would help installing the operating system, drivers & basic applications for $for annual contractI informed [redacted] that I was not interested in Dell installing anything on my Dell Inspiron PCNear the end of our chat, [redacted] informed of the price of recovery DUSB After realizing that I wanted the recovery DVD, I emailed [redacted] shortly after our conversation that I wanted a recovery DVD At noon on Wednesday, 21st September 2016, [redacted] called me and agreesively asked me why I did not want to pay $for Dell installing the operating system on my Dell PCI told [redacted] that I just want to order the recovery DVDDue to language barrier, [redacted] became frustrated and began aggressively pitching the $for the Dell installationI had to hang upEventually, I ordered the Dell Windows Recovery DVD from another Dell tech specialistOn Wednesday, 21st September at 2:PM, I spoke with a Dell Escalation specialist [redacted] at extension #*** [redacted] was responding to a Revdex.com report that I filed against Dell Computers regarding an issue with the Windows Dell Backup & Recovery program that I used to recover y my Dell PC to the factory image I explained to [redacted] that after Dell Backup & Recovery program prompted me that the recovery was complete, my Dell PC restartedThen a blue screen had appeared with the error message that a critical file was missingAfterwards, [redacted] , the Dell Escalation specialist had looked up my Dell account through my Dell PC service tag number [redacted] had seen that I ordered the Dell Windows Recovery DVDOn Saturday, 24th September at 0:00, Federal Express delivered to my home the Dell Windows Recovery DVD that I ordered on 21st September ( Dell Purchase ID: [redacted] )An hour after the Dell Windows Recovery DVD had arrived; I put the DVD into my Dell PCThe Dell Recovery DVD booted as normalHowever, I was surprised when the Windows screen asked me for a product key Furthermore, there was NO product key information on the shipping labels or DVD envelope that Dell Windows Recovery DVD was enclosed inI was reassured on Wednesday, 21st September during my conversation with [redacted] , the Dell Escalation specialist that I spoke with that I would NOT need a Windows product key [redacted] had explained that each Dell PC has the product key embedded in the motherboardDuring the installation process, the Dell Windows recovery DVD will detect the Windows product key on PC, accepted, and the installation will run smoothlyFrustrated with customer service that I had with Dell Computers via chat and over phone; I went online to find answers why the Dell Windows Recovery DVD kept asking for a Windows product keyI came across an official chat from the dell tech support knowledge base that Dell Out of Warranty tech support suggesting a Dell Reinstallation DVD kept aggressive via phone their $for Dell installing the operating system on malfunctioning Dell PC’sNow,am I being told by a Dell Customer Service Specialist that I need a Dell Reinstallation DVD/USB instead of the Dell Windows Recovery DVD that I ordered Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr [redacted] expressed dissatisfaction with Dell service and support and wants his computer repaired and returned to himWe regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted Mr [redacted] to provide assistanceMr [redacted] requested a warranty extension as a concession which was denied as he already has the maximum term for the warranty available for his computerOur representative, for customer satisfaction reasons, processed a service dispatch to replace his computer with an exchange computerThe replacement computer has since been sent to Mr***Our representative provided contact information and will remain available should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, *** 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 informed the customer their refund has been processed and will be posted to account in the next 2-business 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, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell has notified the customer of the delay as required by the FTC the customer has the option to cancel the order if he does not wish to waitPlease have the customer contact our representative directly by email at [redacted] @Dell.com if they have any other concerns regarding this matterAdvanced Resolution Group Incident [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 declined the customer’s request for replacements of his computer’s but has offered onsite repair service per the terms and conditions of the Dell limited hardware warranty The customer may contact Dell’s representative via email at: [redacted] @Dell.com if he wishes to accept this offer Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Dear Revdex.com, The Advanced Resolution Group at Dell remains steadfast in their refusal to address my complaintThe data was not lost it was given to an unknown third partyDell compromised my security and the security of my teen daughterIn addition, I have been treated and spoken to in the most rude, unkind and unprofessional manner by [redacted] I have asked that upper management contact me and Dell refuses to honor this requestI have not been afforded the opportunity to resolve the problem of my computer being given away to a third party, nor have I been able to speak to a representative at Dell to file a complaint about the employee [redacted] , which Dell is insisting I continue to speak with.Dell didn’t ruin our computer or lose our dataDell sent our computer and our private information to some unknown personDell cannot locate the person or our computerThis person or persons now has access to copies of our birth certificates and social security numbersOur family has been placed in harms wayWhat does Dell propose to do to protect our families security? Why does Dell refuse to address this very serious issue? This problem has been ongoing since AprilIt is now July and Dell refuses to simply have a member of upper management contact meThis is unacceptable Considering the inconvenience and threat to our families security:Asking for the cost of the computer to be refunded is more than reasonable.Asking for a sincere apology is more than reasonable.Asking for a refund of the cost of repair is more than reasonable.Asking to speak to a manager who is polite and professional is more than reasonableI would hope that Dell reconsider their position, have a manager in a higher position contact me and work to offer me a reasonable resolution to this problem Sincerely, [redacted] Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback Tech support has worked with the customer and resolved his issues Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
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 experienceDell representative, [redacted] , contacted the customer apologized for the problemsThe representative processed the approved refund and confirmed it has postedWe remain available to assist the customer if there are any further concerns the representative can be reached by email at [redacted] @Dell.com Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , contacted Ms [redacted] , and explained the gift card policy, however; Ms [redacted] confirmed a coupon has been received in lieu of a gift cardWe regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: I have not heard from [redacted] since Friday of last week (1Jan)All his email said was This is the follow up email in regards to the Tablet issuePlease provide an alternate phone number and the best time to reach youI am looking forward to a response from you at the earliest.I answered him that same day and have not received contact since Regards, [redacted] ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants an exchange computer Per the terms of sale and warranty, Dell is not responsible for lost data or applications and it would be a customer’s responsibility to back up all existing data and software prior to contacting Dell for support Dell records indicate Mr [redacted] ’ computer is more than seven (7) years old and his warranty expired during We regret our technician’s efforts to assist Mr [redacted] were unsuccessful and that our representatives subsequently have advised him that Dell will not be providing additional free support or an exchange computer as he requests Dell’s stance in this matter remains unchanged and no further attempt will be made to reach Mr [redacted] regarding this matter We remain available to assist via Dell’s fee-based software or out of warranty repair representatives should he want to purchase this service Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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 worked with our account verification department to resolve this matterIn the interest of customer satisfaction, products return was processedOur records show that a credit for order# [redacted] has been posted to the original form of payment, which should reflect on her next billing statementThe representative also followwith Ms [redacted] to confirm resolutionWe 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 TeamIncident 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, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has provided the customer with extended warranty options 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our records indicate the system has been returned and the credit has been applied to the original form of payment, which Mr [redacted] has confirmed to our representative, [redacted] We regret any dissatisfaction Mr [redacted] may have experienced and [redacted] may be contacted via email at [redacted] _***@Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer reiterated dissatisfaction with Dell’s response and wants additional concessions The promotion as indicated in the customer’s original submission, was for a $gift card, not a $gift card as the customer seeks If the customer has an e-mail or other documentation from Dell indicating he was going to receive a $gift card instead of the $gift card promotion, he may forward that to our representative for additional consideration Dell would be unable to process a promotional gift card which is greater than that offered in the promotion As previously indicated, our records reflect the customer’s issue has been addressed and he has been provided with the promotion associated with his purchase Dell will not be offering any additional concessions and no further attempt will be made to reach the customer regarding this case Our agent remains available, should he wish to discuss this matter further however there will be no change to this response.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records do not indicate the customer purchase any tonerIf the customer purchased the toner from Dell that can be returned if from a 3rd party he would need to contact whom he purchased it fromAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting [redacted] or for online assistance at [redacted] Sincerely, Advanced Resolution Group FID # [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative [redacted] is attempting to reach the customerAfter further review of the videos that were provided in the rebuttal the representative will arrange for the system to come into the depotThe system will be repaired under the hardware warranty as long as there is no indication of physical damageWe ask that the customer respond to the representative so we can move this to a resolutionThe representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group INC# [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, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has declined the customer’s request for a refund due to the computer being outside of Dell’s return period Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
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 of sale, limited hardware warranty, and return policy [redacted] Our representative confirmed product specifications, configuration and provided upgrade optionsHer request for free upgrade 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 the 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
Complaint: [redacted] I am rejecting this response because: They have not addressed any of my issues and are blatantly ignoring any request for additional infoSeveral calls and emails have been made inquiring my issues and are repeatedly ignored and skirted aroundThey also cannot give me an availability date or shipping date for a TV that I ordered August 24th, but are more then willing to keep my moneySo what happens if the TV no longer becomes available, am I suppose to just forfeit my money to them?Below is a few of the emails I have sent and received from their Dell representative: Are you purposely ignoring my actual issues? I had questions and issues in my last email and you blatantly ignored all of them and went right back to the gift card issueDo you even read the emails? I've also sent this to the Revdex.com in the last email, I see you purposely didn't reply to them either, very poor business practices and extremely shady.If I do not have my issues address that I inquired about in my last email by tomorrow, I will contact the attorney general and a lawyerThat fact that you are keeping my money without providing a product is 100% illegal and Dell will be responsible for your actions.Thank you [redacted] -----Original Message-----From: ***[redacted] To: [redacted] < [redacted] @aol.com>Sent: Fri, Sep 30, 2:pmSubject: RE: ***Regarding your Dell order # [redacted] Incident # [redacted] Dell Customer CommunicationDear [redacted] ,Thank you for your emailI am sorry for the inconvenience caused to you.As discussed earlier, we do not have an estimated time frame for the TV availabilityAs the $Gift card was used towards purchasing a Camera, to get a full refund the order should be returnedOnce returned the full refund can be processed, otherwise the refund less $will be processedPlease let me know if you need any further assistance and I will be glad to assist you with it.Regards, [redacted] Dell | Advanced Resolution GroupPhone [redacted] My work schedule is 9:am - 6:pm CST Monday to Friday Please consider the environment before printing this email.Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.-----Original Message-----From: [redacted] [mailto: [redacted] @aol.com] Sent: Friday, September 30, 6:PMTo: [redacted] , [redacted] < [redacted] @Dell.com>; [email protected]: Re: ***Regarding your Dell order # [redacted] Incident # [redacted] And what if the TV never becomes available, what is your procedure then? To keep my money and never deliver a product?I also never said I will not return the camera, I kept asking what if I cannot return it and you never answered me; I asked this more than once with no answerAll you're doing is dancing around my issues and keep pushing the gift card complaint when that's not my major issueMy issue is that I keep being lied to about when the TV will be become availableIf I knew the TV wasn't going to be available from the beginning, then I would have requested a full refund before spending the gift cardBut I was told SEVERAL TIMES that the TV was available, would be shipped to my house on a specific date, expedited and overnighted to me, but this continued to never happenAlso, as stated in the Revdex.com complaint, I was told I would receive multiple emails with tracking info, but again, never received such an emailDell keeps making promises but never deliversSeems to me the only reason I'm told these lies is to get me off the phone.I've also been paying for cable for a TV that I don't even have yetI've also paid for this TV IN FULL, yet I have nothing for itIt's wrong, not to mention illegal to charge someone for a product that they have yet to receive, not to mention that you can't even tell me when it will be available.Who is your boss, clearly if you are unable, but really seems unwilling, to assist me in this matter, I want to talk to them[redacted] -----Original Message-----From: ***[redacted] To: [redacted] < [redacted] @aol.com>Sent: Thu, Sep 29, 3:pmSubject: RE: ***Regarding your Dell order # [redacted] Incident # [redacted] Dell Customer CommunicationDear [redacted] ,This email is a follow up to the conversation we had today regarding your Dell order # [redacted] .As discussed, it is not possible to process a full refund as $gift card issue to you has been used towards purchase of a Camera which you do not want to return.We can either process a return for the camera and get the full refund processed or wait for the availability of the replacement or get the refund for the order minus the $gift card you have used.Please contact me if you need any further assistance and I will be glad to assist you with it.Regards, [redacted] Dell | Advanced Resolution GroupPhone [redacted] My work schedule is 9:am - 6:pm CST Monday to Friday Please consider the environment before printing this email.Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.-----Original Message-----From: [redacted] [mailto: [redacted] @aol.com] Sent: Thursday, September 29, 6:PMTo: [redacted] , [redacted] < [redacted] @Dell.com>Subject: Re: ***Regarding your Dell order # [redacted] Incident # [redacted] As I've stated multiple times to other Dell representatives, I want the TV, but seeing how Dell is unable to provide me with one in a timely manner, I would like a refund so I can purchase it elsewhereI am also willing to accept a different TV for the same purchase price, but not one of poorer quality and/or smaller display, which has been offered to me by other representatives.This one for instance, which is of lower quality, but larger Manufacturer part M70-D3Dell part A8822382Thank you [redacted] -----Original Message-----From: ***[redacted] To: [redacted] < [redacted] @aol.com>Sent: Wed, Sep 28, 3:pmSubject: RE: FW: ***Regarding your Dell order # [redacted] Incident # [redacted] Dell Customer CommunicationDear [redacted] ,This email is with regard to your dell order # [redacted] We apologize for any disappointment you may have experienced during your business with Dell As discussed, I am working on the issue and will keep you updated with the refund statusPlease contact me if you need any further assistance and I will be glad to assist you with itRegards, [redacted] Dell | Advanced Resolution GroupPhone [redacted] My work schedule is 9:am - 6:pm CST Monday to Friday Please consider the environment before printing this emailConfidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary informationAny unauthorized review, use, disclosure or distribution is prohibitedIf you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: On Monday, 19th September at precisely 2:PM, I contacted Dell Computer out of Warranty Technical Online Chat SupportThe reason why I contacted Dell Computers out of Warranty Technical Chat Support was that on Friday, 16th September 2016, my Dell Inspiron PC after I had logged on started flashing so badly that I could not use itI decided to use the updated Dell Backup and Recovery program installed on my PC to restore my PC back to its factory imageHowever, after hours of the Dell Backup and Recovery going through process restore indicated that process was complete and I clicked the next button After my Dell Inspiron PC restarted, a blue screen appeared with a message that a crucial file was missing I had explained all of this to Dell Tech Support specialist, [redacted] during our chat conversation on Monday, 19th September After nearly an hour of being on Dell Out of Warranty Chat Line, [redacted] informed me of a service where Dell Computers would help installing the operating system, drivers & basic applications for $for annual contractI informed [redacted] that I was not interested in Dell installing anything on my Dell Inspiron PCNear the end of our chat, [redacted] informed of the price of recovery DUSB After realizing that I wanted the recovery DVD, I emailed [redacted] shortly after our conversation that I wanted a recovery DVD At noon on Wednesday, 21st September 2016, [redacted] called me and agreesively asked me why I did not want to pay $for Dell installing the operating system on my Dell PCI told [redacted] that I just want to order the recovery DVDDue to language barrier, [redacted] became frustrated and began aggressively pitching the $for the Dell installationI had to hang upEventually, I ordered the Dell Windows Recovery DVD from another Dell tech specialistOn Wednesday, 21st September at 2:PM, I spoke with a Dell Escalation specialist [redacted] at extension #*** [redacted] was responding to a Revdex.com report that I filed against Dell Computers regarding an issue with the Windows Dell Backup & Recovery program that I used to recover y my Dell PC to the factory image I explained to [redacted] that after Dell Backup & Recovery program prompted me that the recovery was complete, my Dell PC restartedThen a blue screen had appeared with the error message that a critical file was missingAfterwards, [redacted] , the Dell Escalation specialist had looked up my Dell account through my Dell PC service tag number [redacted] had seen that I ordered the Dell Windows Recovery DVDOn Saturday, 24th September at 0:00, Federal Express delivered to my home the Dell Windows Recovery DVD that I ordered on 21st September ( Dell Purchase ID: [redacted] )An hour after the Dell Windows Recovery DVD had arrived; I put the DVD into my Dell PCThe Dell Recovery DVD booted as normalHowever, I was surprised when the Windows screen asked me for a product key Furthermore, there was NO product key information on the shipping labels or DVD envelope that Dell Windows Recovery DVD was enclosed inI was reassured on Wednesday, 21st September during my conversation with [redacted] , the Dell Escalation specialist that I spoke with that I would NOT need a Windows product key [redacted] had explained that each Dell PC has the product key embedded in the motherboardDuring the installation process, the Dell Windows recovery DVD will detect the Windows product key on PC, accepted, and the installation will run smoothlyFrustrated with customer service that I had with Dell Computers via chat and over phone; I went online to find answers why the Dell Windows Recovery DVD kept asking for a Windows product keyI came across an official chat from the dell tech support knowledge base that Dell Out of Warranty tech support suggesting a Dell Reinstallation DVD kept aggressive via phone their $for Dell installing the operating system on malfunctioning Dell PC’sNow,am I being told by a Dell Customer Service Specialist that I need a Dell Reinstallation DVD/USB instead of the Dell Windows Recovery DVD that I ordered Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr [redacted] expressed dissatisfaction with Dell service and support and wants his computer repaired and returned to himWe regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted Mr [redacted] to provide assistanceMr [redacted] requested a warranty extension as a concession which was denied as he already has the maximum term for the warranty available for his computerOur representative, for customer satisfaction reasons, processed a service dispatch to replace his computer with an exchange computerThe replacement computer has since been sent to Mr***Our representative provided contact information and will remain available should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, *** 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 informed the customer their refund has been processed and will be posted to account in the next 2-business 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, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell has notified the customer of the delay as required by the FTC the customer has the option to cancel the order if he does not wish to waitPlease have the customer contact our representative directly by email at [redacted] @Dell.com if they have any other concerns regarding this matterAdvanced Resolution Group Incident [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 declined the customer’s request for replacements of his computer’s but has offered onsite repair service per the terms and conditions of the Dell limited hardware warranty The customer may contact Dell’s representative via email at: [redacted] @Dell.com if he wishes to accept this offer Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Dear Revdex.com, The Advanced Resolution Group at Dell remains steadfast in their refusal to address my complaintThe data was not lost it was given to an unknown third partyDell compromised my security and the security of my teen daughterIn addition, I have been treated and spoken to in the most rude, unkind and unprofessional manner by [redacted] I have asked that upper management contact me and Dell refuses to honor this requestI have not been afforded the opportunity to resolve the problem of my computer being given away to a third party, nor have I been able to speak to a representative at Dell to file a complaint about the employee [redacted] , which Dell is insisting I continue to speak with.Dell didn’t ruin our computer or lose our dataDell sent our computer and our private information to some unknown personDell cannot locate the person or our computerThis person or persons now has access to copies of our birth certificates and social security numbersOur family has been placed in harms wayWhat does Dell propose to do to protect our families security? Why does Dell refuse to address this very serious issue? This problem has been ongoing since AprilIt is now July and Dell refuses to simply have a member of upper management contact meThis is unacceptable Considering the inconvenience and threat to our families security:Asking for the cost of the computer to be refunded is more than reasonable.Asking for a sincere apology is more than reasonable.Asking for a refund of the cost of repair is more than reasonable.Asking to speak to a manager who is polite and professional is more than reasonableI would hope that Dell reconsider their position, have a manager in a higher position contact me and work to offer me a reasonable resolution to this problem Sincerely, [redacted] Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback Tech support has worked with the customer and resolved his issues Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
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 experienceDell representative, [redacted] , contacted the customer apologized for the problemsThe representative processed the approved refund and confirmed it has postedWe remain available to assist the customer if there are any further concerns the representative can be reached by email at [redacted] @Dell.com Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , contacted Ms [redacted] , and explained the gift card policy, however; Ms [redacted] confirmed a coupon has been received in lieu of a gift cardWe regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because: I have not heard from [redacted] since Friday of last week (1Jan)All his email said was This is the follow up email in regards to the Tablet issuePlease provide an alternate phone number and the best time to reach youI am looking forward to a response from you at the earliest.I answered him that same day and have not received contact since Regards, [redacted] ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants an exchange computer Per the terms of sale and warranty, Dell is not responsible for lost data or applications and it would be a customer’s responsibility to back up all existing data and software prior to contacting Dell for support Dell records indicate Mr [redacted] ’ computer is more than seven (7) years old and his warranty expired during We regret our technician’s efforts to assist Mr [redacted] were unsuccessful and that our representatives subsequently have advised him that Dell will not be providing additional free support or an exchange computer as he requests Dell’s stance in this matter remains unchanged and no further attempt will be made to reach Mr [redacted] regarding this matter We remain available to assist via Dell’s fee-based software or out of warranty repair representatives should he want to purchase this service Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
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 worked with our account verification department to resolve this matterIn the interest of customer satisfaction, products return was processedOur records show that a credit for order# [redacted] has been posted to the original form of payment, which should reflect on her next billing statementThe representative also followwith Ms [redacted] to confirm resolutionWe 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 TeamIncident ID: [redacted] Dell Inc