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 concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement batteryOur records show that the replacement battery order#***-***-***was delivered on September 23, under FedEx tracking# [redacted] Our representative also followto 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:After my original complaint (# [redacted] ), everything seemed to be resolvedUnfortunately, I started receiving emails from Dell againI have attached the emails I have received on 8/30/16, 9/7/16, and 9/8/Hopefully we can get this resolved once and for all Regards, [redacted] ***
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 arranged a new system exchangeOur records indicate the customer has received the new unitWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 assisted the customer by getting him in touch with Dell Sales so Mr [redacted] could place a new order The new order for a Dell Inspiron was placed on August and was shipped and delivered by Federal Express on August 15, We certainly do apologize for any frustration this matter may have caused our customer We appreciate the customer and the Revdex.com for bringing the matter to our attention Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance with this purchase Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Revdex.com: As was stated by the company, my computer was fixedFor that, I am thankful, but it was not an easy processAnd while I "accept" the response and the repair I received, there were many issues along the way that should never have happened in the first placeFor example, Dell should have honored my warranty the first attempt I made to have it be repairedIt was this misconduct on behalf of Dell that led me to file a complaint with the Revdex.com in the first placeBeyond that, dealing with this complaint, Dell was exceptionally slow in repairing my computerDid the repair happen? YesBut only after hours spent on the phone, almost a month without my computer, and a lack of updates from DellI would definitely not say I am satisfied with my experience with Dell, and will most likely not be purchasing a computer manufactured by them again due to the poor service I received with my current computer 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 concernsThe representative worked with our credit verification department to resolve this matterOur records show that a credit for order# [redacted] has been posted to the original form of payment, which should reflect on his next billing statementThe 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
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmissionMr [redacted] expressed dissatisfaction with Dell’s responseDell has a Return Policy under which a customer may return their order(s) for a refund up to thirty (30) days from the invoice dateAs the order invoiced during November, 2017, a return for a refund would not be an optionDell records do not support Mr [redacted] ’s comments that Dell was contacted within thirty days and the warranty covers hardware that fails during use and does not cover physical damageSince the date of the original submission, a Dell representative contacted Mr [redacted] and explained the Return Policy and warranty terms and denied his refund requestAs Dell’s stance remains unchanged, no further attempt will be made to reach Mr [redacted] regarding this matterOur representative remains available to discuss these issues however there will be no change in the response 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, [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 Dell is working with local and federal law enforcement along with industry partners to combat these scammers and any of these calls should be reported to the FTC and Dell at the following link: [redacted] 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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concerns and worked with the order/account verification department to resolve this matterIn the interest of customer satisfaction, our representative processed a return for order number [redacted] Our records show, the credit has been posted to the original form of payment, which should reflect on her next billing statementOur representative also provided Ms [redacted] with a copy of the credit memo and followto 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 Team Incident ID: [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like to note the amount of time to resolve this issue is unreasonable The product was confirmed in the warehouse on December 9, and a refund was not issued until January 28, This is an unreasonable amount of timeI was never told why my refund was not being issued as I had requested and was passed along to many different representatives until finally being assigned to [redacted] I will not purchase a product from Dell again due to this very poor business practice of not resolving an issue for an extended amount of time Regards, [redacted] ***
Dear Revdex.com, Our records indicate that a new replacement order has been shipped to the customer on 5/19/We request the customer contact the support team for any further assistance he may need regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I am baffled by the absolute refusal of Dell Incto accept their error in this matterI have been in contact with Technical Support multiple times, several of whom admitted after remotely accessing my computer that the program is not preloaded on my machineRegardless of what Dell's records happen to state, I do not have the program, and I have never had the programInstead of condescending to give me links to help topics that I have already perused, I would appreciate a refund and an apology for wasting my timeI spent several thousand dollars on the desktop in question, and they seem intent on quibbling over - what to them - must seem a paltry sum in comparisonThis entire situation has been handled in the least professional manner I have ever encountered in a company of this size, and I will not be purchasing from them in the future Regards, [redacted]
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 concernsPlease note that Dell sincerely values and respects our customers’ privacyFurthermore, our investigation did not find any wrong doing by DellOur representative also informed Ms [redacted] about our privacy statement [redacted] We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
This case is closed as originally assigned but was reassigned to Dell representative [redacted] @dell.com as an escalated issueRepresentative [redacted] will contact the customer and work with him to resolve the issues as reported in the complaintOur representative may be reached at [redacted] @dell.com
Complaint: [redacted] I am rejecting this response because: I have not install anything on this computer nor will it let you do an update from Dell or Microsoft or anyoneDell completely filled up the hard drive memory which made the computer unable to work simple tasks like check emailThe gentleman at Dell says I must hire someone to come install more memory if I want to use the computerI do not have the funds or knowledge to tear this computer down and rebuild itThe computer does not work Period! Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Again, Dell offered no explanations, and simply point fingers to me "We have determined such and such ..." That's no explanation.And when they finally tried to mention the damage for the first time in their so many unprofessional responses, they got their facts completely wrong.Check yourself with the attached photos First of all, "damage to the spring"?, there is no spring existed Second, the hinge is not broken, they are made of metal It's the plastic screws anchors on the plastic cover that are broken And if you look carefully, one of the three anchors on the left just started to crack, not broken yet but hanging by a thread.Ms***, I have mentioned this to you over the phone, and you just don't want to discuss the damage and or even try to listen at all Regards, [redacted] **
Complaint: [redacted] I am rejecting this response because: Because NOW they want me to e-mail himFirst its search there forums and online support, then its do this, then its call, call, call now its e-mail - next month it will be certified letterI STILL have a piece of worthless metal and they STILL have my $I have now spent 16+ hours on that piece of metal and Dell has done NOTHING!!!!!!!!!!!!!!!!!!!!!!!!!!!!! (but they do already have my $$$$) Regards, [redacted] ***
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 worked with our account verification team to resolve this matterPlease note that a credit for order# [redacted] in the amount of $has been posted to the original form of paymentOur 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 via e-mail at [redacted] , in case Ms [redacted] has any further concerns regarding this caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
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 concernsOur representative informed him that his Dell system limited hardware warranty expired on January 28th, Our representative also explained the terms and conditions of Dell’s limited hardware warranty which dictates that software issues are not covered under the warranty [redacted] Please note that our representative offered fee based out of warranty service; however, Mr [redacted] elected not to accept our offer of assistanceHis request for free support was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: 32521138Dell Inc
Complaint: [redacted] I am rejecting this response because: We tried to go through [redacted] .comThey told us it was past the return policy time, and WE HAD TO GO THROUGH DELLFact, the computer was deliver to [redacted] with a faulty mother board, and did not work properlyFact, after Dell agreed to have us send it in for repair, they then sent it back via FedExFact, OUR computer was damaged, either by Dell technicians, or in the delivery from FedExWe followed the procedure that FedEx told us to, in order to file a complaint about the damageFact, FedEx then informed us that they sent Dell a check to pay for the damaged computerTheir policy should be to pay the people WHO PAID FOR and OWN the computerDell has now been paid times for our computer, even though Dell denies receiving a check from FedExWhy should Dell be able to keep the money for OUR DAMAGED COMPUTER, and then only offer us a USED/REFURBISHED computerWE DID NOT PAY FULL PRICE, ALMOST $1500, FOR A USED COMPUTER! We are frustrated with all three companies, none of which seem to stand behind their product, or services There is clearly nothing we can do, beyond register a complaint that may warn others of what they could face while dealing with these companies 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 concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement batteryOur records show that the replacement battery order#***-***-***was delivered on September 23, under FedEx tracking# [redacted] Our representative also followto 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:After my original complaint (# [redacted] ), everything seemed to be resolvedUnfortunately, I started receiving emails from Dell againI have attached the emails I have received on 8/30/16, 9/7/16, and 9/8/Hopefully we can get this resolved once and for all Regards, [redacted] ***
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 arranged a new system exchangeOur records indicate the customer has received the new unitWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 assisted the customer by getting him in touch with Dell Sales so Mr [redacted] could place a new order The new order for a Dell Inspiron was placed on August and was shipped and delivered by Federal Express on August 15, We certainly do apologize for any frustration this matter may have caused our customer We appreciate the customer and the Revdex.com for bringing the matter to our attention Please have the customer contact our representative directly by email at [redacted] @Dell.com if they should need any further assistance with this purchase Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Revdex.com: As was stated by the company, my computer was fixedFor that, I am thankful, but it was not an easy processAnd while I "accept" the response and the repair I received, there were many issues along the way that should never have happened in the first placeFor example, Dell should have honored my warranty the first attempt I made to have it be repairedIt was this misconduct on behalf of Dell that led me to file a complaint with the Revdex.com in the first placeBeyond that, dealing with this complaint, Dell was exceptionally slow in repairing my computerDid the repair happen? YesBut only after hours spent on the phone, almost a month without my computer, and a lack of updates from DellI would definitely not say I am satisfied with my experience with Dell, and will most likely not be purchasing a computer manufactured by them again due to the poor service I received with my current computer 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 concernsThe representative worked with our credit verification department to resolve this matterOur records show that a credit for order# [redacted] has been posted to the original form of payment, which should reflect on his next billing statementThe 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
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmissionMr [redacted] expressed dissatisfaction with Dell’s responseDell has a Return Policy under which a customer may return their order(s) for a refund up to thirty (30) days from the invoice dateAs the order invoiced during November, 2017, a return for a refund would not be an optionDell records do not support Mr [redacted] ’s comments that Dell was contacted within thirty days and the warranty covers hardware that fails during use and does not cover physical damageSince the date of the original submission, a Dell representative contacted Mr [redacted] and explained the Return Policy and warranty terms and denied his refund requestAs Dell’s stance remains unchanged, no further attempt will be made to reach Mr [redacted] regarding this matterOur representative remains available to discuss these issues however there will be no change in the response 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, [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 Dell is working with local and federal law enforcement along with industry partners to combat these scammers and any of these calls should be reported to the FTC and Dell at the following link: [redacted] 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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concerns and worked with the order/account verification department to resolve this matterIn the interest of customer satisfaction, our representative processed a return for order number [redacted] Our records show, the credit has been posted to the original form of payment, which should reflect on her next billing statementOur representative also provided Ms [redacted] with a copy of the credit memo and followto 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 Team Incident ID: [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would like to note the amount of time to resolve this issue is unreasonable The product was confirmed in the warehouse on December 9, and a refund was not issued until January 28, This is an unreasonable amount of timeI was never told why my refund was not being issued as I had requested and was passed along to many different representatives until finally being assigned to [redacted] I will not purchase a product from Dell again due to this very poor business practice of not resolving an issue for an extended amount of time Regards, [redacted] ***
Dear Revdex.com, Our records indicate that a new replacement order has been shipped to the customer on 5/19/We request the customer contact the support team for any further assistance he may need regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I am baffled by the absolute refusal of Dell Incto accept their error in this matterI have been in contact with Technical Support multiple times, several of whom admitted after remotely accessing my computer that the program is not preloaded on my machineRegardless of what Dell's records happen to state, I do not have the program, and I have never had the programInstead of condescending to give me links to help topics that I have already perused, I would appreciate a refund and an apology for wasting my timeI spent several thousand dollars on the desktop in question, and they seem intent on quibbling over - what to them - must seem a paltry sum in comparisonThis entire situation has been handled in the least professional manner I have ever encountered in a company of this size, and I will not be purchasing from them in the future Regards, [redacted]
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 concernsPlease note that Dell sincerely values and respects our customers’ privacyFurthermore, our investigation did not find any wrong doing by DellOur representative also informed Ms [redacted] about our privacy statement [redacted] We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
This case is closed as originally assigned but was reassigned to Dell representative [redacted] @dell.com as an escalated issueRepresentative [redacted] will contact the customer and work with him to resolve the issues as reported in the complaintOur representative may be reached at [redacted] @dell.com
Complaint: [redacted] I am rejecting this response because: I have not install anything on this computer nor will it let you do an update from Dell or Microsoft or anyoneDell completely filled up the hard drive memory which made the computer unable to work simple tasks like check emailThe gentleman at Dell says I must hire someone to come install more memory if I want to use the computerI do not have the funds or knowledge to tear this computer down and rebuild itThe computer does not work Period! Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Again, Dell offered no explanations, and simply point fingers to me "We have determined such and such ..." That's no explanation.And when they finally tried to mention the damage for the first time in their so many unprofessional responses, they got their facts completely wrong.Check yourself with the attached photos First of all, "damage to the spring"?, there is no spring existed Second, the hinge is not broken, they are made of metal It's the plastic screws anchors on the plastic cover that are broken And if you look carefully, one of the three anchors on the left just started to crack, not broken yet but hanging by a thread.Ms***, I have mentioned this to you over the phone, and you just don't want to discuss the damage and or even try to listen at all Regards, [redacted] **
Complaint: [redacted] I am rejecting this response because: Because NOW they want me to e-mail himFirst its search there forums and online support, then its do this, then its call, call, call now its e-mail - next month it will be certified letterI STILL have a piece of worthless metal and they STILL have my $I have now spent 16+ hours on that piece of metal and Dell has done NOTHING!!!!!!!!!!!!!!!!!!!!!!!!!!!!! (but they do already have my $$$$) Regards, [redacted] ***
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 worked with our account verification team to resolve this matterPlease note that a credit for order# [redacted] in the amount of $has been posted to the original form of paymentOur 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 via e-mail at [redacted] , in case Ms [redacted] has any further concerns regarding this caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
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 concernsOur representative informed him that his Dell system limited hardware warranty expired on January 28th, Our representative also explained the terms and conditions of Dell’s limited hardware warranty which dictates that software issues are not covered under the warranty [redacted] Please note that our representative offered fee based out of warranty service; however, Mr [redacted] elected not to accept our offer of assistanceHis request for free support was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: 32521138Dell Inc
Complaint: [redacted] I am rejecting this response because: We tried to go through [redacted] .comThey told us it was past the return policy time, and WE HAD TO GO THROUGH DELLFact, the computer was deliver to [redacted] with a faulty mother board, and did not work properlyFact, after Dell agreed to have us send it in for repair, they then sent it back via FedExFact, OUR computer was damaged, either by Dell technicians, or in the delivery from FedExWe followed the procedure that FedEx told us to, in order to file a complaint about the damageFact, FedEx then informed us that they sent Dell a check to pay for the damaged computerTheir policy should be to pay the people WHO PAID FOR and OWN the computerDell has now been paid times for our computer, even though Dell denies receiving a check from FedExWhy should Dell be able to keep the money for OUR DAMAGED COMPUTER, and then only offer us a USED/REFURBISHED computerWE DID NOT PAY FULL PRICE, ALMOST $1500, FOR A USED COMPUTER! We are frustrated with all three companies, none of which seem to stand behind their product, or services There is clearly nothing we can do, beyond register a complaint that may warn others of what they could face while dealing with these companies Regards, [redacted]