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 concernsHe informed our representative that he disputed the charges with his bank for order# [redacted] and [redacted] Furthermore, he received both credits from his bankOur representative also confirmed that the product was returned; therefore, there are not any chargebacks on the accountWe 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 questions regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: My account still has not been credited contrary to ***'s assertion that it hasOnce I see the credit I will accept resolution and then close my accountIn order to not have a late payment they posted the minimum payment to my accountI have never seen a bank operate like thisCredits usually post within a day of receiving itAlso their earlier statements claimed I didn't answer phone callsThis is after they called and emailed the both on the same day when I was working and unavailable to take calls or return emails Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Ms [redacted] I got below response from Dell via 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] l C [redacted] , to address the contents of their correspondenceTHIS IS COMPLETELY I HAVE NEVER HEARD FROM ***!The customer states technical concerns with their Dell systemAt this time the agent resolved the technical concerns and recorded the customers feedbackTHIS IS COMPLETELY I HAVE NEVER HEARD FROM ***!Dell regrets any inconvenience caused and we thank the customer for their time and patience during this processTHIS IS COMPLETELY FALSE, THE COMMENT I GOT FROM DAN OR DAVID FROM DELL WAS “SO WHAT DO YOU WANT” The customer may also contact the representative at [redacted] @Dell.com with any other questions or concerns in the matterI HAVE TRIED TO CONTACT THIS PERSON AND GOT AN EMAIL SAYING SHE IS ON VACATIONI WILL SEND ANOTHER EMAIL AND CC YOUDell is the worst computer company I have ever dealt withNot only do they sell defective products their customer servive department is nonexistent! I want Dell to reimburse me for my inconvenience and aggravation for dealing with themThank you Regards, [redacted]
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been attempting to reach the customer by email and phoneAt this time the representative is waiting to troubleshoot with the customerIf the customer has any further questions in regards to this matter the representative may be reached by sending an email to [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , contacted Mr [redacted] and, per the terms and conditions of the warranty, respectfully denied his request for a free repairMr [redacted] has declined out of warranty service and has not responded to subsequent contact attemptsWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, Thank you for 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 issued a Depot repairOur records show, the unit has been serviced and delivered to Mr [redacted] on March 21, under FedEx tracking number [redacted] Our representative also followto 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 policiesShould he have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Sincerely, Advanced Resolution Group Incident ID [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I have NOT received the full credit.I have received partial creditsBut, one more credit of approximately $does NOT show up on my credit card.It seems that there was an attempt made by Dell (and hence the credit was shown as 'pending' for a day)But, according to Chase, the vendor (Dell) probably pulled the credit back.Thus, this is STILL unresolved! Regards, [redacted]
Dear Revdex.com,Our records indicate that the customer was offered a refurbished exchange which is in accordance with the hard ware warranty Mr [redacted] has declined this offer a return as we have explained it not an option The representative respectfully denied the customer’s request for free extended warranty When the customer is ready to move forward with the exchange he may contact Dell support at ###-###-#### or contact Dell Support via chat, email or phone by visiting www.Dell.com/Contact SincerelyAdvanced Resolution GroupIncident [redacted] Dell
Complaint: [redacted] I am rejecting this response because: After six months of trying to correct the malfunction and sending the machine to the technological department three times, I don't see that more time spent on this machine is going to achieve anythingI do not have any more time to spend on the phone beyond the 20-plus hours that I have already spentI have other things to do with my time than spend hours waiting for a phone call (some of which never arrive as promised) or spend hours on the phone with a technician with no resultsThe assumption that I would accept a refurbished computer when I paid for a new machine is ridiculous Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Dell refused to refund the money I spent for the software which was loaded onto the defective computerI contacted each of the companies from which I purchased the softwareI explained the problem to the companies, and fortunately they worked with me to refund my funds given that the Dell computer was defectiveThe companies told me that normally they do not refund the funds, and it was not standard procedureThey made an exception for me in this case [redacted] contacted me from Dell as requested by [redacted] ***She told me a tech would contact meMr [redacted] told me my computer was within the thirty day return period, but his group did not print return labelsAfter more discussion, Mr [redacted] was able to print the return label and send it to me on the same day After my laptop was received by Dell, I received an email which stated my refund would be credited to my account in daysI contacted my bank, and the bank instructed me that I did not have to wait days for a refundThe bank stated that days seemed like a long period to wait for a refundMy bank called Dell, and the bank representative was transferred to two different people who were unable to help himThe second person told my bank that he would transfer the bank representative to a third person, but commented that there would be at least a ten minute hold before the third person was availableAt that point the bank representative decided to file a dispute of charge caseThe bank accepted the responsibility of negotiating with Dell to get the money for the defective computerMy funds would be refunded from the bank within ten days from the bankAfter this was filed, Dell refunded the money to my account within a few days, and the dispute case was cancelled Questions still remain: why did I receive two defective computers if both computers were new, and what is the procedure and quality control process at the plant to ensure quality merchandise will be sent to customers Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***I configured the computer to have a video card it never ended in having.the refund has not yet been issued
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Dell representative, Chiranjeevi, is working with the customer to achieve an amicable resolution for their concernsOur records indicate, the unit is being serviced at the DepotShould the customer have any additional concerns regarding this case, they 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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records do not support the customer’s description that there are known defects with the model system purchased by the customer As indicated in our prior response, the computer was purchased from a third party so a return to Dell for a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues The computer has been repaired at Dell’s Repair Depot and returned to the customer Our representative attempted to follow up with the customer to verify the issues have been resolved however, to date, there has been no response by the customer to our representative’s follow up contact attempts We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need 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 spoke to Mr [redacted] regarding his concernsOur records show that the credit for sound card order# [redacted] has been posted to the original form of paymentOur 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 via 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: Regards, He called only once I have phone record I sent several emails to him to call and if I'm driving we will have to talk through my wife and when I get home from this run I will attach all emails from him and what I sent this company y is not only crooked but there people also lie as said before I will send copies of emails when I get home and next person I hear from now better not be him they can assign someone else [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants to be contacted by someone else As previously stated, Dell reserves the right to cancel orders arising from pricing or other errors Since the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect price Dell has escalated this matter to a representative who has the authority to deny the customer’s request for shipment of a product at an incorrect price and the customer would not receive a different response from a different Dell representative As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.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 the Dell representative; [redacted] has assisted the customer with the lock screen display issue; the system is now working fine [redacted] found no hardware issue with the system which is what the system warranty supports 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:DELL told me it would be covered under the extended warranty that I paid a lot of money for, Dell should keep there word and take care of this.Should I file a claim for fraud on Dell for selling me a extended warranty that does not cover what a asked for just to sell it to me? 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 records show that the product registration has been completedAs a onetime gesture of goodwill and in the interest of customer satisfaction, product return has been offeredPlease note that our representative made multiple attempts to reach Ms [redacted] ; however, has not been able to further discuss the contents of her correspondenceWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative mat be contacted directly by e-mail at [redacted] @Dell.com, 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 Mrs [redacted] Customer expressed dissatisfaction with Dell service and support and wants a no-cost repair or a replacementWe 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 explained the terms of the limited hardware warranty, which expired in November Customer’s request for no-cost repair or replacement was respectfully deniedPlease note, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered fee-based support at a discounted rate; however, the customer elected not to accept our offer of assistanceShould the customer have any additional concerns regarding this case, they can reach out to Dell’s fee based out of warranty support at ###-###-####, or for online assistance at www.Dell.com/Support Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
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 concernsHe informed our representative that he disputed the charges with his bank for order# [redacted] and [redacted] Furthermore, he received both credits from his bankOur representative also confirmed that the product was returned; therefore, there are not any chargebacks on the accountWe 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 questions regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: My account still has not been credited contrary to ***'s assertion that it hasOnce I see the credit I will accept resolution and then close my accountIn order to not have a late payment they posted the minimum payment to my accountI have never seen a bank operate like thisCredits usually post within a day of receiving itAlso their earlier statements claimed I didn't answer phone callsThis is after they called and emailed the both on the same day when I was working and unavailable to take calls or return emails Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Ms [redacted] I got below response from Dell via 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] l C [redacted] , to address the contents of their correspondenceTHIS IS COMPLETELY I HAVE NEVER HEARD FROM ***!The customer states technical concerns with their Dell systemAt this time the agent resolved the technical concerns and recorded the customers feedbackTHIS IS COMPLETELY I HAVE NEVER HEARD FROM ***!Dell regrets any inconvenience caused and we thank the customer for their time and patience during this processTHIS IS COMPLETELY FALSE, THE COMMENT I GOT FROM DAN OR DAVID FROM DELL WAS “SO WHAT DO YOU WANT” The customer may also contact the representative at [redacted] @Dell.com with any other questions or concerns in the matterI HAVE TRIED TO CONTACT THIS PERSON AND GOT AN EMAIL SAYING SHE IS ON VACATIONI WILL SEND ANOTHER EMAIL AND CC YOUDell is the worst computer company I have ever dealt withNot only do they sell defective products their customer servive department is nonexistent! I want Dell to reimburse me for my inconvenience and aggravation for dealing with themThank you Regards, [redacted]
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been attempting to reach the customer by email and phoneAt this time the representative is waiting to troubleshoot with the customerIf the customer has any further questions in regards to this matter the representative may be reached by sending an email to [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , contacted Mr [redacted] and, per the terms and conditions of the warranty, respectfully denied his request for a free repairMr [redacted] has declined out of warranty service and has not responded to subsequent contact attemptsWe regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, Thank you for 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 issued a Depot repairOur records show, the unit has been serviced and delivered to Mr [redacted] on March 21, under FedEx tracking number [redacted] Our representative also followto 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 policiesShould he have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Sincerely, Advanced Resolution Group Incident ID [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I have NOT received the full credit.I have received partial creditsBut, one more credit of approximately $does NOT show up on my credit card.It seems that there was an attempt made by Dell (and hence the credit was shown as 'pending' for a day)But, according to Chase, the vendor (Dell) probably pulled the credit back.Thus, this is STILL unresolved! Regards, [redacted]
Dear Revdex.com,Our records indicate that the customer was offered a refurbished exchange which is in accordance with the hard ware warranty Mr [redacted] has declined this offer a return as we have explained it not an option The representative respectfully denied the customer’s request for free extended warranty When the customer is ready to move forward with the exchange he may contact Dell support at ###-###-#### or contact Dell Support via chat, email or phone by visiting www.Dell.com/Contact SincerelyAdvanced Resolution GroupIncident [redacted] Dell
Complaint: [redacted] I am rejecting this response because: After six months of trying to correct the malfunction and sending the machine to the technological department three times, I don't see that more time spent on this machine is going to achieve anythingI do not have any more time to spend on the phone beyond the 20-plus hours that I have already spentI have other things to do with my time than spend hours waiting for a phone call (some of which never arrive as promised) or spend hours on the phone with a technician with no resultsThe assumption that I would accept a refurbished computer when I paid for a new machine is ridiculous Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Dell refused to refund the money I spent for the software which was loaded onto the defective computerI contacted each of the companies from which I purchased the softwareI explained the problem to the companies, and fortunately they worked with me to refund my funds given that the Dell computer was defectiveThe companies told me that normally they do not refund the funds, and it was not standard procedureThey made an exception for me in this case [redacted] contacted me from Dell as requested by [redacted] ***She told me a tech would contact meMr [redacted] told me my computer was within the thirty day return period, but his group did not print return labelsAfter more discussion, Mr [redacted] was able to print the return label and send it to me on the same day After my laptop was received by Dell, I received an email which stated my refund would be credited to my account in daysI contacted my bank, and the bank instructed me that I did not have to wait days for a refundThe bank stated that days seemed like a long period to wait for a refundMy bank called Dell, and the bank representative was transferred to two different people who were unable to help himThe second person told my bank that he would transfer the bank representative to a third person, but commented that there would be at least a ten minute hold before the third person was availableAt that point the bank representative decided to file a dispute of charge caseThe bank accepted the responsibility of negotiating with Dell to get the money for the defective computerMy funds would be refunded from the bank within ten days from the bankAfter this was filed, Dell refunded the money to my account within a few days, and the dispute case was cancelled Questions still remain: why did I receive two defective computers if both computers were new, and what is the procedure and quality control process at the plant to ensure quality merchandise will be sent to customers Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***I configured the computer to have a video card it never ended in having.the refund has not yet been issued
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Dell representative, Chiranjeevi, is working with the customer to achieve an amicable resolution for their concernsOur records indicate, the unit is being serviced at the DepotShould the customer have any additional concerns regarding this case, they 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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records do not support the customer’s description that there are known defects with the model system purchased by the customer As indicated in our prior response, the computer was purchased from a third party so a return to Dell for a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues The computer has been repaired at Dell’s Repair Depot and returned to the customer Our representative attempted to follow up with the customer to verify the issues have been resolved however, to date, there has been no response by the customer to our representative’s follow up contact attempts We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need 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 spoke to Mr [redacted] regarding his concernsOur records show that the credit for sound card order# [redacted] has been posted to the original form of paymentOur 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 via 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: Regards, He called only once I have phone record I sent several emails to him to call and if I'm driving we will have to talk through my wife and when I get home from this run I will attach all emails from him and what I sent this company y is not only crooked but there people also lie as said before I will send copies of emails when I get home and next person I hear from now better not be him they can assign someone else [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants to be contacted by someone else As previously stated, Dell reserves the right to cancel orders arising from pricing or other errors Since the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect price Dell has escalated this matter to a representative who has the authority to deny the customer’s request for shipment of a product at an incorrect price and the customer would not receive a different response from a different Dell representative As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.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 the Dell representative; [redacted] has assisted the customer with the lock screen display issue; the system is now working fine [redacted] found no hardware issue with the system which is what the system warranty supports 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:DELL told me it would be covered under the extended warranty that I paid a lot of money for, Dell should keep there word and take care of this.Should I file a claim for fraud on Dell for selling me a extended warranty that does not cover what a asked for just to sell it to me? 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 records show that the product registration has been completedAs a onetime gesture of goodwill and in the interest of customer satisfaction, product return has been offeredPlease note that our representative made multiple attempts to reach Ms [redacted] ; however, has not been able to further discuss the contents of her correspondenceWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative mat be contacted directly by e-mail at [redacted] @Dell.com, 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 Mrs [redacted] Customer expressed dissatisfaction with Dell service and support and wants a no-cost repair or a replacementWe 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 explained the terms of the limited hardware warranty, which expired in November Customer’s request for no-cost repair or replacement was respectfully deniedPlease note, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered fee-based support at a discounted rate; however, the customer elected not to accept our offer of assistanceShould the customer have any additional concerns regarding this case, they can reach out to Dell’s fee based out of warranty support at ###-###-####, or for online assistance at www.Dell.com/Support Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell