Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding continued problemsThe representative has followed up by phone and emailOur records do reflect that it has been explained and clear expectations by frontline resolvers that the letters on the keyboard would be considered cosmetic and not coveredDells position on this will not change and customer warranty expired on 7/7/If the customer has any future concerns please have the customer contact the representative by email at ***[email protected] Sincerely Advanced 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 submission A Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] took direct control of the customer’s system and uninstalled unwanted software and removed malware threats 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 GroupIncident 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] * [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 in receiving his full refund We certainly do apologize for any disappointment this matter may have been for our customer Please have the customer contact our representative directly by email at 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 order was placed and showed that the computer was in production, the order was then canceled due to a configuration problem according to the customer service rep I was originally dealing with the order was reinstated but then placed on hold and the customer service rep advised that was due to a problem with my PayPal account I called PayPal, there was no problem with the account and I was informed that PayPal will leave the charge pending for days to give the seller time to fill the order and retrieve the money I let Dell know about the PayPal response and they then responded that there was a problem with my financial institution this was not an acceptable answer since they were dealing with PayPal and not directly with my financial institution Dell entered the order in their system not once but twice so I do not believe that it was a case of them running out of the product any time I called customer service I was transferred around and/or disconnected When I finally was transferred to someone in sales to reinstate the order I was told that he had a much better computer to sell me This was two weeks after the original order I believe that Dell never had any intention of selling this computer to anybody at this price, and that they pretended for weeks that they would so the customer would really expect to receive said computer and when they found out that they were not getting it they were more likely to buy a more expensive product Dell's offer of 10% off a purchase within days on a more expensive product is in no way equivilent to 50% off a less expensive product If they truly ran out of this product it should not have taken over two weeks to inform me of this This is truly a case of bait and switch Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I have already made calls to the Dell in December, January, and February trying to resolve this matter I have spent over hours in total on hold or waiting for assistance when calling about this matter I have returned all items, and have proof that they were delivered to Dell via UPS I am seeking a full refund of all charges (including interest and late fees) on these items I have already provided all this information to Dell and do not wish to speak to Dell again I continue to await credit to my account Regards, [redacted] ***
Today’s Date: 12/21/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondenceAt this time the agent has been unable to reach the customerWe ask the customer contact the representative at [redacted] @Dell.com should they still require assistance Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Regardless of where the monitor was purchased, Dell has a manufactures warranty that they should honor This was a product defect straight out of the box They quickly offered to send a new monitor when the defect was reported, so them claiming now that they don't replace defective products is absurd The issue is that they sent a clearly used monitor I cannot do a "transfer" because I do not know who they have in their system as the owner This obviously isn't a solution, but they keep making this to somehow be my fault I provided proof that I purchased this monitor brand new from [redacted] so it is apparent to me that they have made a mistake in their system at some point This "solution" is still of absolutely no help to me Furthermore, I've requested several times that I not be contacted by [redacted] specifically I did not request to not be contacted at all, and in fact have been contacted by [redacted] on 8/8/ I am in no way obligated to conduct any business with *** He has threatened to report me for fraud, is unable to maintain proper sentence structure, and he insisted on referring to my original purchase location as "E-Bay" A simple proofreading or comprehension on my issue would have eliminated any confusion [redacted] might have with where I purchased my monitor Especially after being provided receipts and proof of purchase Again Dell is attempting to mislead the Revdex.com and refusing to acknowledge any wrong doing I have provided pictures of the monitor, serial numbers, receipts, everything I have been asked for by Dell I have provided This is not a resolution at all and just status quo for Dell Regards, [redacted]
Today’s Date: 08/04/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states the system purchased in has failed and is requesting reimbursement for 3rd party services rendered to resolve the hardware failureThe agent has been unable to reach the customer however an email was sent informing the customer that the system is far outside the warranty period and a reimbursement will not be possibleWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with additional questions Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] my laptop had no scratches on the laptop they damage also mouse pad I reported same day when I received my laptop took pictures send by email they said they will fix remove now saying refuse remove the Scratches on the laptop something that I didn’t do
Complaint: [redacted] I am rejecting this response because: Thank you for the opportunity to address the correspondence submitted by Mr [redacted] I don’t have a problem with the computers service tag# [redacted] and yes its under [redacted] but I have a problem with the extended warranty I am not asking for in invoice for the computerI have them from the place I ordered fromBut I am asking for an invoice for the extended warranty I purchased from dellThey put it under [redacted] he is not the owner and he did buy the warrantyOver the weekend I called tech support and I found out the the laptop is under [redacted] but the extended warranty is under [redacted] So the information that Mr [redacted] is saying that the warranty is under [redacted] is a lieI have attached proof of invoice showing it the warranty was bought from dell directly Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: it took them 1/months to post the refund They owe me interest I incurred Regards, [redacted] ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr [redacted] *** A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative processed a system exchange and our records indicate the system has been delivered We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at [redacted] Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative offered repairs per the terms of Dell’s Limited Hardware Warranty which the customer declined The customer requested a refund which was denied as the computer was purchased from a third party so a refund from Dell would not be an option Upon follow up, the customer reported that he had obtained a refund from the third party We ask that the customer contact our representative at ***.***[redacted] @dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, We request that Mr [redacted] read the information we have provided below: The reason this is showing in CPU-Z as 2.70GHz is because of Intel’s “speedstep” featureThe clock speed is automatically adjusted by the hardware as the system load, number of active cores, and temperature changeA single threaded program might get 3.6Ghz but a multi-threaded program like CPU-Z using all cores would only get 2.7Ghz to each coreThe feature is intended to provide optimum performance, while still holding the processor within a TDP (Thermal Design Power) rangeRead about speedstep - [redacted] Link to Intel - [redacted] The MAX Frequency without overlocking is GHZ, the base Frequency is GHz Dells considers this matter closedSincerely Advanced Resolution Group Incident [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for Dell promotions We regret any miscommunication which may have occurred and appreciate the feedback Dell makes every effort to avoid errors on the Dell site and in other advertising as we fully understand the bad experience it can cause Dell customers, and DellGiven that problems do happen on occasion, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on hand Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative told the customer that Dell will not be required to honor promotions that have expired or discounts offered by third party web sites and denied the customer’s requests for discounts in addition to current Dell promotions For customer satisfaction reasons, our representative provided the customer a link to access current Dell promotions We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] When I emailed you and I spoke with [redacted] the screen looked better but still not comparable to what I originally hadSince that time it has started acting up with the background on a light picture looking worse and looking hazyI am so upsetCan I change my outcome to receive a prorated refund.I will send dell back this laptop and they can give me a prorated refund.Because something else is going to get broken if they keep coming in and taking my pc apartThank you so much for your help Sincerely,yours [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 while I am still upset about the way things were handled, I received my item and also received much better service after filing the complaint, Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I have been in contact with Prawin from the Dell Company, they have offered a refurbished Dell system, I have accepted the offer for the computer and have sent them my address and they requested a tracking number so that I can track system Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Ms [redacted] expressed dissatisfaction with Dell service and support and wants a new computer or a refurbished exchange computer with a warranty extension as a concessionWe regret any miscommunication which may have occurred and appreciate the feedbackPer the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced with a refurbished computer Out of fairness to Dell customers who purchase warranty extensions, Dell will not be offering a warranty extension as a concession Ms [redacted] may be able to purchase an extension provided she contacts Dell prior to the current warranty expirationSince the date of the submission, a Dell representative processed a service dispatch and an exchange computer has been sent to Ms*** She may contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mrs [redacted] ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants a refundWe 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 assistanceOur representative requested a copy of the Police Report; however, the customer failed to comply with this requestShould Ms [redacted] have any additional concerns regarding this case, she can reach out to our representative directly by e-mail at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding continued problemsThe representative has followed up by phone and emailOur records do reflect that it has been explained and clear expectations by frontline resolvers that the letters on the keyboard would be considered cosmetic and not coveredDells position on this will not change and customer warranty expired on 7/7/If the customer has any future concerns please have the customer contact the representative by email at ***[email protected] Sincerely Advanced 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 submission A Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] took direct control of the customer’s system and uninstalled unwanted software and removed malware threats 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 GroupIncident 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] * [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 in receiving his full refund We certainly do apologize for any disappointment this matter may have been for our customer Please have the customer contact our representative directly by email at 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 order was placed and showed that the computer was in production, the order was then canceled due to a configuration problem according to the customer service rep I was originally dealing with the order was reinstated but then placed on hold and the customer service rep advised that was due to a problem with my PayPal account I called PayPal, there was no problem with the account and I was informed that PayPal will leave the charge pending for days to give the seller time to fill the order and retrieve the money I let Dell know about the PayPal response and they then responded that there was a problem with my financial institution this was not an acceptable answer since they were dealing with PayPal and not directly with my financial institution Dell entered the order in their system not once but twice so I do not believe that it was a case of them running out of the product any time I called customer service I was transferred around and/or disconnected When I finally was transferred to someone in sales to reinstate the order I was told that he had a much better computer to sell me This was two weeks after the original order I believe that Dell never had any intention of selling this computer to anybody at this price, and that they pretended for weeks that they would so the customer would really expect to receive said computer and when they found out that they were not getting it they were more likely to buy a more expensive product Dell's offer of 10% off a purchase within days on a more expensive product is in no way equivilent to 50% off a less expensive product If they truly ran out of this product it should not have taken over two weeks to inform me of this This is truly a case of bait and switch Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I have already made calls to the Dell in December, January, and February trying to resolve this matter I have spent over hours in total on hold or waiting for assistance when calling about this matter I have returned all items, and have proof that they were delivered to Dell via UPS I am seeking a full refund of all charges (including interest and late fees) on these items I have already provided all this information to Dell and do not wish to speak to Dell again I continue to await credit to my account Regards, [redacted] ***
Today’s Date: 12/21/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondenceAt this time the agent has been unable to reach the customerWe ask the customer contact the representative at [redacted] @Dell.com should they still require assistance Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Regardless of where the monitor was purchased, Dell has a manufactures warranty that they should honor This was a product defect straight out of the box They quickly offered to send a new monitor when the defect was reported, so them claiming now that they don't replace defective products is absurd The issue is that they sent a clearly used monitor I cannot do a "transfer" because I do not know who they have in their system as the owner This obviously isn't a solution, but they keep making this to somehow be my fault I provided proof that I purchased this monitor brand new from [redacted] so it is apparent to me that they have made a mistake in their system at some point This "solution" is still of absolutely no help to me Furthermore, I've requested several times that I not be contacted by [redacted] specifically I did not request to not be contacted at all, and in fact have been contacted by [redacted] on 8/8/ I am in no way obligated to conduct any business with *** He has threatened to report me for fraud, is unable to maintain proper sentence structure, and he insisted on referring to my original purchase location as "E-Bay" A simple proofreading or comprehension on my issue would have eliminated any confusion [redacted] might have with where I purchased my monitor Especially after being provided receipts and proof of purchase Again Dell is attempting to mislead the Revdex.com and refusing to acknowledge any wrong doing I have provided pictures of the monitor, serial numbers, receipts, everything I have been asked for by Dell I have provided This is not a resolution at all and just status quo for Dell Regards, [redacted]
Today’s Date: 08/04/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states the system purchased in has failed and is requesting reimbursement for 3rd party services rendered to resolve the hardware failureThe agent has been unable to reach the customer however an email was sent informing the customer that the system is far outside the warranty period and a reimbursement will not be possibleWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with additional questions Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] my laptop had no scratches on the laptop they damage also mouse pad I reported same day when I received my laptop took pictures send by email they said they will fix remove now saying refuse remove the Scratches on the laptop something that I didn’t do
Complaint: [redacted] I am rejecting this response because: Thank you for the opportunity to address the correspondence submitted by Mr [redacted] I don’t have a problem with the computers service tag# [redacted] and yes its under [redacted] but I have a problem with the extended warranty I am not asking for in invoice for the computerI have them from the place I ordered fromBut I am asking for an invoice for the extended warranty I purchased from dellThey put it under [redacted] he is not the owner and he did buy the warrantyOver the weekend I called tech support and I found out the the laptop is under [redacted] but the extended warranty is under [redacted] So the information that Mr [redacted] is saying that the warranty is under [redacted] is a lieI have attached proof of invoice showing it the warranty was bought from dell directly Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: it took them 1/months to post the refund They owe me interest I incurred Regards, [redacted] ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr [redacted] *** A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative processed a system exchange and our records indicate the system has been delivered We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at [redacted] Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative offered repairs per the terms of Dell’s Limited Hardware Warranty which the customer declined The customer requested a refund which was denied as the computer was purchased from a third party so a refund from Dell would not be an option Upon follow up, the customer reported that he had obtained a refund from the third party We ask that the customer contact our representative at ***.***[redacted] @dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, We request that Mr [redacted] read the information we have provided below: The reason this is showing in CPU-Z as 2.70GHz is because of Intel’s “speedstep” featureThe clock speed is automatically adjusted by the hardware as the system load, number of active cores, and temperature changeA single threaded program might get 3.6Ghz but a multi-threaded program like CPU-Z using all cores would only get 2.7Ghz to each coreThe feature is intended to provide optimum performance, while still holding the processor within a TDP (Thermal Design Power) rangeRead about speedstep - [redacted] Link to Intel - [redacted] The MAX Frequency without overlocking is GHZ, the base Frequency is GHz Dells considers this matter closedSincerely Advanced Resolution Group Incident [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for Dell promotions We regret any miscommunication which may have occurred and appreciate the feedback Dell makes every effort to avoid errors on the Dell site and in other advertising as we fully understand the bad experience it can cause Dell customers, and DellGiven that problems do happen on occasion, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on hand Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative told the customer that Dell will not be required to honor promotions that have expired or discounts offered by third party web sites and denied the customer’s requests for discounts in addition to current Dell promotions For customer satisfaction reasons, our representative provided the customer a link to access current Dell promotions We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] When I emailed you and I spoke with [redacted] the screen looked better but still not comparable to what I originally hadSince that time it has started acting up with the background on a light picture looking worse and looking hazyI am so upsetCan I change my outcome to receive a prorated refund.I will send dell back this laptop and they can give me a prorated refund.Because something else is going to get broken if they keep coming in and taking my pc apartThank you so much for your help Sincerely,yours [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 while I am still upset about the way things were handled, I received my item and also received much better service after filing the complaint, Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I have been in contact with Prawin from the Dell Company, they have offered a refurbished Dell system, I have accepted the offer for the computer and have sent them my address and they requested a tracking number so that I can track system Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Ms [redacted] expressed dissatisfaction with Dell service and support and wants a new computer or a refurbished exchange computer with a warranty extension as a concessionWe regret any miscommunication which may have occurred and appreciate the feedbackPer the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced with a refurbished computer Out of fairness to Dell customers who purchase warranty extensions, Dell will not be offering a warranty extension as a concession Ms [redacted] may be able to purchase an extension provided she contacts Dell prior to the current warranty expirationSince the date of the submission, a Dell representative processed a service dispatch and an exchange computer has been sent to Ms*** She may contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mrs [redacted] ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants a refundWe 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 assistanceOur representative requested a copy of the Police Report; however, the customer failed to comply with this requestShould Ms [redacted] have any additional concerns regarding this case, she can reach out to our representative directly by e-mail at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell