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: 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,I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, ***, contacted the customer and authorized an onsite to be done but the part was backloggedThe customer warranty states next day service once part is available and ships in this case there was a backlog affecting the part availabilityOnce the onsite was completed it appears there is still a problem so a depot service has been createdAt this time the customer is on vacation and will be shipping system in once he returnsWe remain available to assist the customer if neededPlease have the customer contact the representative by email at [redacted] @Dell.comSincerely Advanced Resolution Group
Today’s Date: 12/11/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states continued technical concerns with their unitAt this time the unit has been serviced and confirmed in working order by the customerWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any other questions or concerns Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: If I take a refurbished computer, [redacted] l has told me, it will not be pre-loaded with the software I purchased from Dell I then spend many hours re-installing my software, resetting everything on the computer, which I have already done-twice, after hard drive replacements (which did not fix the issues) I then have to re-download all of my files and spend multiple hours on the phone with Dell Tech support to get the proper settings And I take the chance of getting a computer just like the one I have that was never really fixedIf I continue to spend time with Dell Tech support to fix the existing computer, it will be many more of my evening and week-end hours and it may never be fixed I have been quite patient so far as tech support attempted to fix this and even took time off of work to be available to replace the hard drive These both are losing propositions for me Either way I lose countless hours of my time and I have already lost $by paying for a computer that does not work.I have been trying to find some time to work on fixing the existing computer again but I am no longer willing to give up all of my non-working hours on this and [redacted] l has told me that they work the same hours as I do, which implies to me that I need to make myself available during those hours to fix this I cannot take more time off of work for a personal computer Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and provide assistance Our representative checked internal Dell tools and told the customer that there was no order processed with the Dell purchase ID number provided by the customer Our representative offered to assist in placing the order however the customer declined 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, 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 satisfactions, our representative processed an onsite service, which was completed on October 14, Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsThe unit was sent to depot for evaluation where they discovered damage to LCD assemblyMs*** was informed that the limited hardware warranty does not cover accidental damage; therefore, Dell will not replace any damaged part(s) free of chargeOur representative offered fee-based repair; however, Ms [redacted] elected not to pay for the repairsPlease note that the unit was sent back to Ms [redacted] unrepaired; delivered on August 26, under FedEx Tracking# [redacted] Her request for free repair was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Today’s Date: 07/14/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states technical concerns with her Dell systemAt this time the agent has contacted the customer and offered to troubleshoot the matterThe customer has declined troubleshooting and requests only a refund or a new unitThe unit was purchased in April and a refund is not possible, additionally Dell must troubleshoot the system first in order to determine where the issue is centered aroundWe thank the customer for their time and patience during this processThe customer may contact the representative at [redacted] should they reconsider troubleshooting the system in order to work towards an amicable resolution Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I received a call from Linda ***, Executive Support at DellMs***, like [redacted] from Dell Cares, offered to repair the screen at no costSo I am left wondering why two reps can offer me a free repair (even though it is out of warranty) but Ms [redacted] and [redacted] , both Dispute Resolution Specialist in the "corporate office", are only able to offer the necessary repair for $150??Ms [redacted] and [redacted] were both extremely caring and professional, while [redacted] was completely rude and insulting over the phone, mocking me several times and being grossly incorrect in his "facts"Unfortunately due to my business, I am unable to accept the free repair from Ms [redacted] and [redacted] since I cannot close my business for a week or two while waiting for the repair and hoping it works and not turn out worse (as many people reported on the Dell Forums)I am still requesting a refurb'd unit to be sent to meThis would cost Dell very little verse repairing my screen since once they repaired my screen, they could have my laptop and sell it as refurb'dHowever, Dell has been completely unwilling to do thisSo in the interim, I will have to decline the offers since I have a family to support and cannot quit working while waiting for the repair I believe that Dell has handled this case completely improperly from the startI challenge anyone from Dell to call into their tech support line and describe the problem I'm having, the Dell techs are STILL claiming this problem is a software issue, despite having knowledge of this HARDWARE issue for years nowDell ignored the issue for far too long, only to secretly (emailing a handful of customers) admit that it was their hardware issueNow suddenly it is MY fault for waitingI was told that I should have reported it after they sent out those secret emailsWell, those emails went out (not to me) just month prior to my warranty expiringYet, it is my fault for not knowing about it and informing Dell of their KNOWN issue within that month period - after they denied it for monthsDell's strategy on this case: Ignore the issue for well over a year after releasing the XPS12, email a handful of customers admitting fault, deny ever having the issue to those that didn't get the email, deny making the statement, then finally admit that they had been lying the entire time after spending approx hours being tossed around the 'corporate ladder'My future strategy: Avoid Dell in the future, never recommend them againDon't buy into companies saying it isn't their fault, press the issue and make sure they actually document it in their system Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has attempted to contact the customer, however; they have not responded to multiple attemptsOur representative has provided their contact information and remains available to assistSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
A Dell representative remains engaged with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter
Dear Revdex.com, Dell records show that his original drive and cable were returned to himHe also received a second drive and cable but under further review the 2nd hard drive did not shipA replacement hard drive will be imaged and shipped out to the customerSincerely Advanced Resolution Group Incident [redacted] Dell
Thank you for providing a copy of the customer’s submissionA Dell representative will be assigned to this case shortly and they will contact the customer to address the contents of their complaint
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 the customer’s refund Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, no alterations have been/will be made to the final resolutionWe have record of the response to the customer, stating that the offer of $on the existing system or can be applied to a new orderDell position on this matter will not change as this is an exception and a goodwill gestureAdvanced 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 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 an exchange tablet to be sentThe representative followed up and confirmed receiptWe 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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI finally received a refund in full, after almost four months and hours of phone calls to Dell While I accept the resolution, it is extremely disappointing that Dell did not attempt to provide any resolution until a complaint was filed with the Revdex.com Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate that when the representative contacted the customer in regards to the gift cardsThe representative explained in order to consolidate the cards Dell will need: (1) location cards purchased and (2) date cards purchasedIf cards were given as a gift from individual or a company, ask customer to confirm (1) name of entity (person or company) and (2) approximate date/year received and a copy of Mr [redacted] state issued IDThis information is necessary for Dell customers’ security against gift card fraudWe ask that Mr [redacted] follow up with the representative with this information so that we can move forward with a resolutionSincerely, Advanced Resolution Group FID # [redacted] Dell
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: 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,I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, ***, contacted the customer and authorized an onsite to be done but the part was backloggedThe customer warranty states next day service once part is available and ships in this case there was a backlog affecting the part availabilityOnce the onsite was completed it appears there is still a problem so a depot service has been createdAt this time the customer is on vacation and will be shipping system in once he returnsWe remain available to assist the customer if neededPlease have the customer contact the representative by email at [redacted] @Dell.comSincerely Advanced Resolution Group
Today’s Date: 12/11/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states continued technical concerns with their unitAt this time the unit has been serviced and confirmed in working order by the customerWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any other questions or concerns Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: If I take a refurbished computer, [redacted] l has told me, it will not be pre-loaded with the software I purchased from Dell I then spend many hours re-installing my software, resetting everything on the computer, which I have already done-twice, after hard drive replacements (which did not fix the issues) I then have to re-download all of my files and spend multiple hours on the phone with Dell Tech support to get the proper settings And I take the chance of getting a computer just like the one I have that was never really fixedIf I continue to spend time with Dell Tech support to fix the existing computer, it will be many more of my evening and week-end hours and it may never be fixed I have been quite patient so far as tech support attempted to fix this and even took time off of work to be available to replace the hard drive These both are losing propositions for me Either way I lose countless hours of my time and I have already lost $by paying for a computer that does not work.I have been trying to find some time to work on fixing the existing computer again but I am no longer willing to give up all of my non-working hours on this and [redacted] l has told me that they work the same hours as I do, which implies to me that I need to make myself available during those hours to fix this I cannot take more time off of work for a personal computer Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and provide assistance Our representative checked internal Dell tools and told the customer that there was no order processed with the Dell purchase ID number provided by the customer Our representative offered to assist in placing the order however the customer declined 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, 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 satisfactions, our representative processed an onsite service, which was completed on October 14, Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsThe unit was sent to depot for evaluation where they discovered damage to LCD assemblyMs*** was informed that the limited hardware warranty does not cover accidental damage; therefore, Dell will not replace any damaged part(s) free of chargeOur representative offered fee-based repair; however, Ms [redacted] elected not to pay for the repairsPlease note that the unit was sent back to Ms [redacted] unrepaired; delivered on August 26, under FedEx Tracking# [redacted] Her request for free repair was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com: Shambra got in touch with me and did an excellent job of resolving my concerns Thank you, ***
Today’s Date: 07/14/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states technical concerns with her Dell systemAt this time the agent has contacted the customer and offered to troubleshoot the matterThe customer has declined troubleshooting and requests only a refund or a new unitThe unit was purchased in April and a refund is not possible, additionally Dell must troubleshoot the system first in order to determine where the issue is centered aroundWe thank the customer for their time and patience during this processThe customer may contact the representative at [redacted] should they reconsider troubleshooting the system in order to work towards an amicable resolution Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I received a call from Linda ***, Executive Support at DellMs***, like [redacted] from Dell Cares, offered to repair the screen at no costSo I am left wondering why two reps can offer me a free repair (even though it is out of warranty) but Ms [redacted] and [redacted] , both Dispute Resolution Specialist in the "corporate office", are only able to offer the necessary repair for $150??Ms [redacted] and [redacted] were both extremely caring and professional, while [redacted] was completely rude and insulting over the phone, mocking me several times and being grossly incorrect in his "facts"Unfortunately due to my business, I am unable to accept the free repair from Ms [redacted] and [redacted] since I cannot close my business for a week or two while waiting for the repair and hoping it works and not turn out worse (as many people reported on the Dell Forums)I am still requesting a refurb'd unit to be sent to meThis would cost Dell very little verse repairing my screen since once they repaired my screen, they could have my laptop and sell it as refurb'dHowever, Dell has been completely unwilling to do thisSo in the interim, I will have to decline the offers since I have a family to support and cannot quit working while waiting for the repair I believe that Dell has handled this case completely improperly from the startI challenge anyone from Dell to call into their tech support line and describe the problem I'm having, the Dell techs are STILL claiming this problem is a software issue, despite having knowledge of this HARDWARE issue for years nowDell ignored the issue for far too long, only to secretly (emailing a handful of customers) admit that it was their hardware issueNow suddenly it is MY fault for waitingI was told that I should have reported it after they sent out those secret emailsWell, those emails went out (not to me) just month prior to my warranty expiringYet, it is my fault for not knowing about it and informing Dell of their KNOWN issue within that month period - after they denied it for monthsDell's strategy on this case: Ignore the issue for well over a year after releasing the XPS12, email a handful of customers admitting fault, deny ever having the issue to those that didn't get the email, deny making the statement, then finally admit that they had been lying the entire time after spending approx hours being tossed around the 'corporate ladder'My future strategy: Avoid Dell in the future, never recommend them againDon't buy into companies saying it isn't their fault, press the issue and make sure they actually document it in their system Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has attempted to contact the customer, however; they have not responded to multiple attemptsOur representative has provided their contact information and remains available to assistSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
A Dell representative remains engaged with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter
Dear Revdex.com, Dell records show that his original drive and cable were returned to himHe also received a second drive and cable but under further review the 2nd hard drive did not shipA replacement hard drive will be imaged and shipped out to the customerSincerely Advanced Resolution Group Incident [redacted] Dell
Thank you for providing a copy of the customer’s submissionA Dell representative will be assigned to this case shortly and they will contact the customer to address the contents of their complaint
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 the customer’s refund Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, no alterations have been/will be made to the final resolutionWe have record of the response to the customer, stating that the offer of $on the existing system or can be applied to a new orderDell position on this matter will not change as this is an exception and a goodwill gestureAdvanced 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 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 an exchange tablet to be sentThe representative followed up and confirmed receiptWe 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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI finally received a refund in full, after almost four months and hours of phone calls to Dell While I accept the resolution, it is extremely disappointing that Dell did not attempt to provide any resolution until a complaint was filed with the Revdex.com Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate that when the representative contacted the customer in regards to the gift cardsThe representative explained in order to consolidate the cards Dell will need: (1) location cards purchased and (2) date cards purchasedIf cards were given as a gift from individual or a company, ask customer to confirm (1) name of entity (person or company) and (2) approximate date/year received and a copy of Mr [redacted] state issued IDThis information is necessary for Dell customers’ security against gift card fraudWe ask that Mr [redacted] follow up with the representative with this information so that we can move forward with a resolutionSincerely, Advanced Resolution Group FID # [redacted] Dell