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 confirmed the depot service has repaired the system and it is working as designedPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,This case was routed to Global Escalation Management for resolutionMs [redacted] will be assigned a Dell representative that will be her single point of contact through to resolution Sincerely,Dell Advanced Resolution Team
Thank you for providing a copy of the customers’ submissionDell representative, [redacted] is attempting to reach the customer by email as that is the only contact information providedHowever to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at [redacted] @Dell.com
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative *** apologized for the problemsThe representative authorized the return and confirmed credit has now postedPlease have the customer contact the representative by email [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 Ms [redacted] ***Our representative, [redacted] , contacted Ms***, and per the terms of the sale, respectfully denied her request for a refund [redacted] offered a credit to Ms***, however; she declined and has not responded to subsequent contact attemptsWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience [redacted] remains available and may be contacted via email at [redacted] @Dell.com.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell, Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell apologizes for the misunderstanding about the ability to return for creditDue this order being purchased from a retailer it would be up to that individual retail store to approve a returnFeedback has been provided to the appropriate management staff in regards to the miss communicationWe also refer the customer to the end user agreement that explains the retail return police: Retail End User Agreement: [redacted] Dell Support: [redacted] The representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: the device has not been repaired , key board still does not work properlyrequesting refund Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submissionA 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] has offered the customer the complete care warranty with a ten percent discount Should any future concerns arise regardingthis 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
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 explained the terms and conditions of Dell’s limited hardware warranty, which dictate that software issues are not covered under the warranty [redacted] Please note that our representative confirmed Dell hardware functionalityFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative provided technical assistance for creating recovery mediaHowever, for future related support, we ask that Mr [redacted] contact our Technical support department at ###-###-####We 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
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in 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 has provided the customer with a new system exchange to address the tech issues the customer was having with their system The customer reported there was an issue with the new system hard drive so our technicians replaced this part It seems the problems have all been addressed and resolved for the customer The customer has our technician’s contact information should they need further assistance in this matter; if this should occur we ask that you please have the customer contact our representative directly Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative has been in contact with him and respectfully denied his request for a refund or a system replacement since the system is out of warrantyOur representative offered technical support and discounted out of warranty depot service, however; the customer declined Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:My complaint stands: Dell's repair only lasted six months Conclusion: Lousy product, lousy repair service, lousy customer service Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has had a $coupon emailed to the customer Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Revdex.com: 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 appreciate the assistance from the Revdex.com I am pleased that Dell completed my request Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:It is true the representative offered me a replacement unit However, they indicated that the replacement unit would not have any kind of warranty behind it Since I purchased a unit with a very nice warranty at the end of April, I would expect that any replacement unit should have that same warranty in place That is why I rejected their offer There is nothing to prevent them from sending me a defective unit And, because of the lack of response from Dell on this issue, and having to file a Revdex.com complaint to get any kind of response from them, I quite frankly, don't trust them.So.........If they would like to replace the unit with a replacement unit with the same warranty that I currently have on the existing unit then I am willing to accept that.Otherwise, I would like a refund of my money since they have been unable to fix my current system within the agreed upon warranty guidelines that should have been adhered to Regards, Wanda [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in 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 communicated the following to the customer He has apologized to the customer if the order she placed is different from what she was expecting or hoping to purchase [redacted] went on to explain that this is the very reason Dell provides all our customers with an order confirmation so they can review the order content and confirm the order is correct and meeting their needs The customer has expressed disappointment that Dell is unwilling to provide her with the software free of charge [redacted] apologized again to the customer for any frustration or disappointment this matter may have caused her; but he did learn from the customer that she has used the $coupon Dell had given her as a goodwill gesture, towards the purchase of some needed software; so we are glad to know this 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, 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 concernsOur representative explained the Terms of Limited Hardware Warranty, and the Return Policy (applies only to purchases made directly from Dell)[redacted] Furthermore, the product was purchased from a third party retailer; therefore, returns are governed by the policies of the retailer where the product was purchasedOur records show the unit was serviced at the Depot and delivered to Mr [redacted] on January 16, 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 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a price match for a recent promotion which the customer requested 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 his concerns and provide assistance with the refund the customer requested Subsequently, the refunds have been credited to the customer’s Dell account and he should see it reflected during the next billing cycle 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:Business response: "Our representative researched the issue with Dell’s internal product group for this model computer and was informed that there has not been sufficient reported issues with the hinges on this model computer for it to be labelled as a “known” issue or subject to warranty coverage." My response: 1) Note that this Decision was made by Dell's "internal" product team"Internal" is the key word hereA business accepting their own fault sounds like an oxymoronTHIS is why Revdex.com exists, to keep them in check 2) Note how Defensive they are with their own words: "sufficient reported issues", "known" issue" 3) In a phone conversation with me, Dell representative [redacted] accepted that all of their products are not perfectHe said, and I am paraphrasing here, that Dell sells thousands of laptops and of course some of them are going to be DefectiveMy question is why should I spend $for a Defective product 4) This is a clear violation of the ISO compliance codeI have contacted the ISO enforcement team and they are investigating 5) Here are some examples of other consumers reporting the same issuesIt's possible that these are only a fraction of the actual number of consumer who might have experienced the sameIf this is not sufficient then please quantify sufficient Reports by other consumers: http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://forums.hardwarezonecom.sg/notebook-clinic-77/ **ll-inspiron-15-7000-series- 7559-hinge-problem-html https://www.amazon.com/review/ R34XBJC4IY8S2Y/ref=ask_dp_ lswr_rp_hza https://www.amazon.com/review/ R3AQ3CLRY7QHEH/ref=ask_dp_ lswr_rp_hza https://www.reddit.com/r/**ll/ comments/58qbum/i7559_hinge_ issues/ https://www.reddit.com/r/**ll/ comments/5tuoec/inspiron_7559_ hinge_issue/ Regards, [redacted] **
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 repaired, replaced, or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell’s Limited Hardware Warranty covers hardware components that fail during use and does not cover hardware that has physical damage Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues Our representative advised that physical damage would not be covered and offered Dell’s Depot Repair for any covered technical issues and fee-based out of warranty repair for any physical damage The customer subsequently provided feedback regarding his issues and reported that he was able to resolve the problems with the computer We remain available to assist the customer under the terms and conditions of the warranty and ask that he 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 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 confirmed the depot service has repaired the system and it is working as designedPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com,This case was routed to Global Escalation Management for resolutionMs [redacted] will be assigned a Dell representative that will be her single point of contact through to resolution Sincerely,Dell Advanced Resolution Team
Thank you for providing a copy of the customers’ submissionDell representative, [redacted] is attempting to reach the customer by email as that is the only contact information providedHowever to date we have been unable to discuss the contents of their complaintPlease have the customer contact the representative by email at [redacted] @Dell.com
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative *** apologized for the problemsThe representative authorized the return and confirmed credit has now postedPlease have the customer contact the representative by email [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 Ms [redacted] ***Our representative, [redacted] , contacted Ms***, and per the terms of the sale, respectfully denied her request for a refund [redacted] offered a credit to Ms***, however; she declined and has not responded to subsequent contact attemptsWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience [redacted] remains available and may be contacted via email at [redacted] @Dell.com.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell, Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell apologizes for the misunderstanding about the ability to return for creditDue this order being purchased from a retailer it would be up to that individual retail store to approve a returnFeedback has been provided to the appropriate management staff in regards to the miss communicationWe also refer the customer to the end user agreement that explains the retail return police: Retail End User Agreement: [redacted] Dell Support: [redacted] The representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: the device has not been repaired , key board still does not work properlyrequesting refund Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submissionA 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] has offered the customer the complete care warranty with a ten percent discount Should any future concerns arise regardingthis 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
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 explained the terms and conditions of Dell’s limited hardware warranty, which dictate that software issues are not covered under the warranty [redacted] Please note that our representative confirmed Dell hardware functionalityFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative provided technical assistance for creating recovery mediaHowever, for future related support, we ask that Mr [redacted] contact our Technical support department at ###-###-####We 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
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in 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 has provided the customer with a new system exchange to address the tech issues the customer was having with their system The customer reported there was an issue with the new system hard drive so our technicians replaced this part It seems the problems have all been addressed and resolved for the customer The customer has our technician’s contact information should they need further assistance in this matter; if this should occur we ask that you please have the customer contact our representative directly Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative has been in contact with him and respectfully denied his request for a refund or a system replacement since the system is out of warrantyOur representative offered technical support and discounted out of warranty depot service, however; the customer declined Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:My complaint stands: Dell's repair only lasted six months Conclusion: Lousy product, lousy repair service, lousy customer service Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has had a $coupon emailed to the customer Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Revdex.com: 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 appreciate the assistance from the Revdex.com I am pleased that Dell completed my request Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:It is true the representative offered me a replacement unit However, they indicated that the replacement unit would not have any kind of warranty behind it Since I purchased a unit with a very nice warranty at the end of April, I would expect that any replacement unit should have that same warranty in place That is why I rejected their offer There is nothing to prevent them from sending me a defective unit And, because of the lack of response from Dell on this issue, and having to file a Revdex.com complaint to get any kind of response from them, I quite frankly, don't trust them.So.........If they would like to replace the unit with a replacement unit with the same warranty that I currently have on the existing unit then I am willing to accept that.Otherwise, I would like a refund of my money since they have been unable to fix my current system within the agreed upon warranty guidelines that should have been adhered to Regards, Wanda [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in 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 communicated the following to the customer He has apologized to the customer if the order she placed is different from what she was expecting or hoping to purchase [redacted] went on to explain that this is the very reason Dell provides all our customers with an order confirmation so they can review the order content and confirm the order is correct and meeting their needs The customer has expressed disappointment that Dell is unwilling to provide her with the software free of charge [redacted] apologized again to the customer for any frustration or disappointment this matter may have caused her; but he did learn from the customer that she has used the $coupon Dell had given her as a goodwill gesture, towards the purchase of some needed software; so we are glad to know this 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, 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 concernsOur representative explained the Terms of Limited Hardware Warranty, and the Return Policy (applies only to purchases made directly from Dell)[redacted] Furthermore, the product was purchased from a third party retailer; therefore, returns are governed by the policies of the retailer where the product was purchasedOur records show the unit was serviced at the Depot and delivered to Mr [redacted] on January 16, 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 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a price match for a recent promotion which the customer requested 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 his concerns and provide assistance with the refund the customer requested Subsequently, the refunds have been credited to the customer’s Dell account and he should see it reflected during the next billing cycle 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:Business response: "Our representative researched the issue with Dell’s internal product group for this model computer and was informed that there has not been sufficient reported issues with the hinges on this model computer for it to be labelled as a “known” issue or subject to warranty coverage." My response: 1) Note that this Decision was made by Dell's "internal" product team"Internal" is the key word hereA business accepting their own fault sounds like an oxymoronTHIS is why Revdex.com exists, to keep them in check 2) Note how Defensive they are with their own words: "sufficient reported issues", "known" issue" 3) In a phone conversation with me, Dell representative [redacted] accepted that all of their products are not perfectHe said, and I am paraphrasing here, that Dell sells thousands of laptops and of course some of them are going to be DefectiveMy question is why should I spend $for a Defective product 4) This is a clear violation of the ISO compliance codeI have contacted the ISO enforcement team and they are investigating 5) Here are some examples of other consumers reporting the same issuesIt's possible that these are only a fraction of the actual number of consumer who might have experienced the sameIf this is not sufficient then please quantify sufficient Reports by other consumers: http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://en.community.**ll.com/ support-forums/laptop/f/3518/ t/http://forums.hardwarezonecom.sg/notebook-clinic-77/ **ll-inspiron-15-7000-series- 7559-hinge-problem-html https://www.amazon.com/review/ R34XBJC4IY8S2Y/ref=ask_dp_ lswr_rp_hza https://www.amazon.com/review/ R3AQ3CLRY7QHEH/ref=ask_dp_ lswr_rp_hza https://www.reddit.com/r/**ll/ comments/58qbum/i7559_hinge_ issues/ https://www.reddit.com/r/**ll/ comments/5tuoec/inspiron_7559_ hinge_issue/ Regards, [redacted] **
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 repaired, replaced, or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell’s Limited Hardware Warranty covers hardware components that fail during use and does not cover hardware that has physical damage Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist in resolving the technical issues Our representative advised that physical damage would not be covered and offered Dell’s Depot Repair for any covered technical issues and fee-based out of warranty repair for any physical damage The customer subsequently provided feedback regarding his issues and reported that he was able to resolve the problems with the computer We remain available to assist the customer under the terms and conditions of the warranty and ask that he 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