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 submissionA Dell representative [redacted] recently contacted the customer regarding this matterThe representative confirmed that the customer has received all of the gift cardsThe representative can be reached directly by email [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Thank you for providing a copy of the customer submission A Dell representative, [redacted] , has contacted the customer and is working with them to reach a reasonable resolution The representative can be reached directly by email at [redacted] @Dell.com
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants a replacement productWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceAs per the terms of the Limited Hardware Warranty, our representative offered Depot service; however, has not been able to further discuss this matterWe remain ready to assist the customer within the terms of Dell’s limited hardware warranty and our other policiesShould the customer have any additional concerns regarding this case, they can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID [redacted] Dell
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 our records indicate the credit has been applied to the original form of paymentThe customer has not responded to subsequent contact attempts for verificationWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has been instrumental in assisting the customer to receive the replacement Dell computer [redacted] has explained to Mr [redacted] that since he had purchased the original Dell from a third party, a refund from Dell is not an option; however, we are here to support the computer for as long as it is under warranty The replacement laptop, per the carrier UPS, was delivered to the customer on Tuesday, 12/22/ Mr [redacted] has sent [redacted] an email confirming receipt We certainly do apologize for any delays there may have been during the Holidays on our support phone lines; we do hope the next transaction the customer has with Dell will be a far more positive experience Please have the customer contact our representative directly by email at [redacted] @Dell.com if he should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Dell Representative, [redacted] , contacted Mr [redacted] and explained why the DFS order would not processMr [redacted] stated to forget the DPA account and he would place the order using a credit cardHowever, our representative explained that the price could not be honored since that was a One-Day special and the offer was expiredBecause of the numerous questions raised due to the actions of Mr [redacted] our representative, [redacted] , closed this case but remains available to assist Mr [redacted] with any issue directly related to this caseSincerely, Dell Advanced Resolution Team
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, [redacted] contacted the customer and apologized for the problemsThe representative researched the promotion the customer mentioned and determined he was eligible for the price matchThe representative assisted him in getting with a sales agent the order was placed with the price match pricingThe representative has confirmed delivery but respectfully denied any further compensationThe representative has confirmed with the customer the receipt of the gift cards and no further concerns The representative can be reached directly by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Thank you for a copy of Ms [redacted] letter Our representative, [redacted] , contacted Ms [redacted] to discuss the contents of her correspondence [redacted] may be contacted via email at [redacted] _ [redacted]
Complaint: [redacted] I am rejecting this response because: Dell has made no effort to make my orders right There are other customers who have received their orders This is bait and switch where you advertise for a low price and bait the customer into ordering it, then cancel their order and ask them to pay a higher price Despicable business practice Regards, [redacted]
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 I received the refurbished replacement unit and it was equal to or better than the system being replacedI appreciate Dell's response to provide a satisfactory solution Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has 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 processed a refund for the customer to resolve his issue 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
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 helped fulfill the order for the customer 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
Complaint: [redacted] I am rejecting this response because: I was promised an operating disk but it was not included in the replacementThe promised return label was not included with the replacement laptopI asked three times after I received the replacement laptopI was finally emailed the return label for the defective computer, but I did not received the label Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: the service representative stated neither I nor [redacted] owned the computer and I order to transfer the warranty, I need the name of the previous ownerThis is impossibleDell has an free entry with retailer and resellers like [redacted] Dell refurbishes their units for resale either from their own web site or from others, i.e., [redacted] ***, [redacted] Before they leave the Dell facility, the system is reset to the factory original for obvious security reasonsNot one of the retailers or resellers would have access to the information that is being required by DellDell has that information.when requested, I provided my proof of purchase from [redacted] to DellOver the past days, I have done everything asked except provide the name of the previous ownerI really like the PC, the customer service that is for consumers is deplorable and only handled by the one person who demands the name of the previous ownerYes, I stated I would return the system to [redacted] What am I to do with a system that I am told is not mine and that [redacted] had no right to sell?i use the system for some business as wellI would be glad to purchase the professional plan for about $150.00, but I'm not spending anothe dime until I know for sure the unit is legally mine and not considered stolen property.I DO NOT WANT that service rep who has raised my blood pressure with the manner in which he has failed to honestly help to co tact meI want an American, USA based customer service rep schooled in customer service and knowledgeable in the area of refurbished sales to fix thisThank you Regards, [redacted] (I hope no typos, it won't scroll back on iPad)
No further remedies have been offered by Dell I do not accept this solution.I would like Dell to confirm in writing that they intentionally substituted the original item I ordered for a new item and did not take any of the following steps: 1) Informing me there would be a delay in shipping the original item I ordered2) Confirming with me that this substitution would be acceptable 3) Cancelling my order and providing a full and prompt refundIf so then I consider the monitor I received as UNORDERED MERCHANDISE (a gift) I did not order a U2717D and did not expect to receive one I would like a full and prompt refund of the money Dell took from me if they cannot ship the product I ordered Regards, [redacted] ***
Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative contacted Mr [redacted] and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at [redacted] @Dell.com
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 explained the terms & conditions of hardware warranty [redacted] After further review, an onsite service was processed, which was completed on October 31, Our representative also followwith Ms [redacted] to 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 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, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in assisting the customer with the return and full refund for the Samsung Inch 4K Ultra HD Smart TV and with the cancelation of the extended TV warranty; all refunded to the customer’s Dell Preferred Account We certainly do apologize for any frustration or disappointment this transaction may have been for our customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The will be no resolutionIt took days and emails before I was every put into contact with a Customer Service/Escalation representative based at the corporate office in TexasAs stated in my complaint, I did not and do not intend to purchase from DellThe representative I had been communicating with said I had been told the coupon code was not valid on the particular item I orderedI had notThe final email I received from her said " I would like to apologize for all the inconvenience all this has caused and to let you know that there was an online error which was allowing the invalid coupon code to go through with the price of $but charging the full priceThe online team has rectified the error." She then, again, offered to sell me the computer at the original price even though I had repeated told her I was not going to make a purchaseThat was the least of my complaintsThe worst part is that their "error" charged my account over $more than I had authorized and then it took days to get the funds released even though I immediately cancelled the orderI received emails from Dell which I could not respond to and my only recourse was to contact the 1-customer service number which connected me to a call center in IndiaI was assured the funds would be released "within hours" on at least separate occasionsThe first time they tried to fax the release to my bank, they only sent the first page, or cover sheetThe second page was blankI can only believe that these CONSISTENT communication issues which would not have occurred had I been speaking to someone with a better grasp of our American English languageThe representative I spoke with today acknowledged that nothing went right with the processing and/or refunding of my saleShe was straightforward and admitted Dell was at faultShe also acknowledged their was nothing Dell could do to compensate me for my personal time lost with my family or the special purchase opportunity that I will now have to wait another months forShe apologized and said to keep cost down they have outsourced there call center except for Federal contracts, because the Federal government requires itShe explained that Dell tries to help their representatives learn better verbal and written English, but clearly, as I stated in my complaint, American individuals are not considered valuable as employees or consumers.A consumer should never have to go through such struggles to get speak to a well trained customer service representative Regards, [redacted] ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer contacted Dell on 7/25/stating he had already begun the upgrade to windows but needed his current OS product key codePlease note that this information is provide in the package material when the system is delivered and it is found in the BiosThe customer also claimed he was receiving an error message while installing the upgradeThe diagnostics that the Dell representative ran in no way caused the system to crash or hardware failureDell also as a goodwill gesture provided the customer with a backup operating disc and provided a resolutionWhat the customer demanded was free software support to assist him in wiping the hard drive and reinstalling the OS, which was deniedIn regards to the free windows upgrade the customer has the option to contact Microsoft and explain the situation they may be able to provide it if the customer had registered for itDell has no way of knowing what 3rd party popup site he clicked onAt this time Dell consider this issue closedAdvanced 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 customerThank you for providing a copy of the submissionA Dell representative [redacted] recently contacted the customer regarding this matterThe representative confirmed that the customer has received all of the gift cardsThe representative can be reached directly by email [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Thank you for providing a copy of the customer submission A Dell representative, [redacted] , has contacted the customer and is working with them to reach a reasonable resolution The representative can be reached directly by email at [redacted] @Dell.com
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants a replacement productWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceAs per the terms of the Limited Hardware Warranty, our representative offered Depot service; however, has not been able to further discuss this matterWe remain ready to assist the customer within the terms of Dell’s limited hardware warranty and our other policiesShould the customer have any additional concerns regarding this case, they can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID [redacted] Dell
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 our records indicate the credit has been applied to the original form of paymentThe customer has not responded to subsequent contact attempts for verificationWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has been instrumental in assisting the customer to receive the replacement Dell computer [redacted] has explained to Mr [redacted] that since he had purchased the original Dell from a third party, a refund from Dell is not an option; however, we are here to support the computer for as long as it is under warranty The replacement laptop, per the carrier UPS, was delivered to the customer on Tuesday, 12/22/ Mr [redacted] has sent [redacted] an email confirming receipt We certainly do apologize for any delays there may have been during the Holidays on our support phone lines; we do hope the next transaction the customer has with Dell will be a far more positive experience Please have the customer contact our representative directly by email at [redacted] @Dell.com if he should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Dell Representative, [redacted] , contacted Mr [redacted] and explained why the DFS order would not processMr [redacted] stated to forget the DPA account and he would place the order using a credit cardHowever, our representative explained that the price could not be honored since that was a One-Day special and the offer was expiredBecause of the numerous questions raised due to the actions of Mr [redacted] our representative, [redacted] , closed this case but remains available to assist Mr [redacted] with any issue directly related to this caseSincerely, Dell Advanced Resolution Team
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, [redacted] contacted the customer and apologized for the problemsThe representative researched the promotion the customer mentioned and determined he was eligible for the price matchThe representative assisted him in getting with a sales agent the order was placed with the price match pricingThe representative has confirmed delivery but respectfully denied any further compensationThe representative has confirmed with the customer the receipt of the gift cards and no further concerns The representative can be reached directly by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Thank you for a copy of Ms [redacted] letter Our representative, [redacted] , contacted Ms [redacted] to discuss the contents of her correspondence [redacted] may be contacted via email at [redacted] _ [redacted]
Complaint: [redacted] I am rejecting this response because: Dell has made no effort to make my orders right There are other customers who have received their orders This is bait and switch where you advertise for a low price and bait the customer into ordering it, then cancel their order and ask them to pay a higher price Despicable business practice Regards, [redacted]
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 I received the refurbished replacement unit and it was equal to or better than the system being replacedI appreciate Dell's response to provide a satisfactory solution Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has 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 processed a refund for the customer to resolve his issue 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
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 helped fulfill the order for the customer 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
Complaint: [redacted] I am rejecting this response because: I was promised an operating disk but it was not included in the replacementThe promised return label was not included with the replacement laptopI asked three times after I received the replacement laptopI was finally emailed the return label for the defective computer, but I did not received the label Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: the service representative stated neither I nor [redacted] owned the computer and I order to transfer the warranty, I need the name of the previous ownerThis is impossibleDell has an free entry with retailer and resellers like [redacted] Dell refurbishes their units for resale either from their own web site or from others, i.e., [redacted] ***, [redacted] Before they leave the Dell facility, the system is reset to the factory original for obvious security reasonsNot one of the retailers or resellers would have access to the information that is being required by DellDell has that information.when requested, I provided my proof of purchase from [redacted] to DellOver the past days, I have done everything asked except provide the name of the previous ownerI really like the PC, the customer service that is for consumers is deplorable and only handled by the one person who demands the name of the previous ownerYes, I stated I would return the system to [redacted] What am I to do with a system that I am told is not mine and that [redacted] had no right to sell?i use the system for some business as wellI would be glad to purchase the professional plan for about $150.00, but I'm not spending anothe dime until I know for sure the unit is legally mine and not considered stolen property.I DO NOT WANT that service rep who has raised my blood pressure with the manner in which he has failed to honestly help to co tact meI want an American, USA based customer service rep schooled in customer service and knowledgeable in the area of refurbished sales to fix thisThank you Regards, [redacted] (I hope no typos, it won't scroll back on iPad)
No further remedies have been offered by Dell I do not accept this solution.I would like Dell to confirm in writing that they intentionally substituted the original item I ordered for a new item and did not take any of the following steps: 1) Informing me there would be a delay in shipping the original item I ordered2) Confirming with me that this substitution would be acceptable 3) Cancelling my order and providing a full and prompt refundIf so then I consider the monitor I received as UNORDERED MERCHANDISE (a gift) I did not order a U2717D and did not expect to receive one I would like a full and prompt refund of the money Dell took from me if they cannot ship the product I ordered Regards, [redacted] ***
Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative contacted Mr [redacted] and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at [redacted] @Dell.com
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 explained the terms & conditions of hardware warranty [redacted] After further review, an onsite service was processed, which was completed on October 31, Our representative also followwith Ms [redacted] to 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 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, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has been instrumental in assisting the customer with the return and full refund for the Samsung Inch 4K Ultra HD Smart TV and with the cancelation of the extended TV warranty; all refunded to the customer’s Dell Preferred Account We certainly do apologize for any frustration or disappointment this transaction may have been for our customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The will be no resolutionIt took days and emails before I was every put into contact with a Customer Service/Escalation representative based at the corporate office in TexasAs stated in my complaint, I did not and do not intend to purchase from DellThe representative I had been communicating with said I had been told the coupon code was not valid on the particular item I orderedI had notThe final email I received from her said " I would like to apologize for all the inconvenience all this has caused and to let you know that there was an online error which was allowing the invalid coupon code to go through with the price of $but charging the full priceThe online team has rectified the error." She then, again, offered to sell me the computer at the original price even though I had repeated told her I was not going to make a purchaseThat was the least of my complaintsThe worst part is that their "error" charged my account over $more than I had authorized and then it took days to get the funds released even though I immediately cancelled the orderI received emails from Dell which I could not respond to and my only recourse was to contact the 1-customer service number which connected me to a call center in IndiaI was assured the funds would be released "within hours" on at least separate occasionsThe first time they tried to fax the release to my bank, they only sent the first page, or cover sheetThe second page was blankI can only believe that these CONSISTENT communication issues which would not have occurred had I been speaking to someone with a better grasp of our American English languageThe representative I spoke with today acknowledged that nothing went right with the processing and/or refunding of my saleShe was straightforward and admitted Dell was at faultShe also acknowledged their was nothing Dell could do to compensate me for my personal time lost with my family or the special purchase opportunity that I will now have to wait another months forShe apologized and said to keep cost down they have outsourced there call center except for Federal contracts, because the Federal government requires itShe explained that Dell tries to help their representatives learn better verbal and written English, but clearly, as I stated in my complaint, American individuals are not considered valuable as employees or consumers.A consumer should never have to go through such struggles to get speak to a well trained customer service representative Regards, [redacted] ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer contacted Dell on 7/25/stating he had already begun the upgrade to windows but needed his current OS product key codePlease note that this information is provide in the package material when the system is delivered and it is found in the BiosThe customer also claimed he was receiving an error message while installing the upgradeThe diagnostics that the Dell representative ran in no way caused the system to crash or hardware failureDell also as a goodwill gesture provided the customer with a backup operating disc and provided a resolutionWhat the customer demanded was free software support to assist him in wiping the hard drive and reinstalling the OS, which was deniedIn regards to the free windows upgrade the customer has the option to contact Microsoft and explain the situation they may be able to provide it if the customer had registered for itDell has no way of knowing what 3rd party popup site he clicked onAt this time Dell consider this issue closedAdvanced Resolution Group Incident [redacted] Dell Inc