Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] has followed up with the customerThe representative is working with Dell Financial and the customer to work towards a final resolutionAt this time the representative will maintain ownership until a final resolution is determinedThe representative has provided his contact informationSincerely, Advanced Resolution Group FID # [redacted] Dell
Dell representative [redacted] worked with this customer to resolve the issues as reported in the complaintUPS attempted to pick up items for return to Dell but was not successfulThere is a lack of response from the customer and our representative closed this caseOur representative may be reached at [redacted] @dell.com
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative verified the onsite service has been completed and as a onetime goodwill gesture dispatched a backpack to the customerWe 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.comSincerely, 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 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] is working with the customer and offered guidance to get her item fixed with her protection plan Should the customer have any additional concerns they 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 Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, Dell representative, [redacted] contacted Mr [redacted] to assist him in resolving his issuesOur representative explained to him that even if the hard drive is not compatible; it would have nothing to do with the system powering onOur representative offered a refund but Mr [redacted] declined the offer and stated he would escalate furtherOur representative explained that the resolution would remain the same and closed the case since the final resolution was providedDell representative, [redacted] remains available to assist Mr [redacted] in resolving his issue should he want to proceed with the refundSincerely, [redacted] Dell Advanced Resolution Team
We regret any dissatisfaction which may have been experienced; our stance remains the sameDocumentation has been provided, which indicates the request for a chargeback issued by Mr***’ financial institution was accepted by Dell Mr [redacted] will need to follow up with his financial institution
Dear Revdex.com, Our records indicate the representative [redacted] has reached out to the customerAfter additional research it was found that this was a shipping issue with the carrier and Dell internal processDue to this the representative has requested the customer place another order with the outlet with simalr specifications and Dell will honor the priceAt this time the representative is waiting to hear back from the customerPlease have the customer contact the representative by emailing at [redacted] @Dell.comAdvanced Resolution Group Incident [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
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 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
Complaint: [redacted] I am rejecting this response because: my stance has not wavered either, Dell has not provided any proof as to why they will not honor their deal with the gift card where I have provided the email from Dell where it never states they will cancel my order as they didAdditionally their site indicated the deals would run until 8/8am ET but they changed that deal early, despite it being under the 8/8am ET deadlineDell must honor their offering and provide a $gift card Regards, [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 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: I have gone through too much and Dell isn't giving me anything apart from apologiesAs stated in my complaint earlier Dells research and development will use the flaws in my laptop to improve laptops manufactured in the futureIn addition the staff will get better quality training because of meThe information I have passed on to Dell is priceless and I am not getting anything apart from a replacement laptop which I paid forI don't want apologies I want quality compensation Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:This response is a bit absurd, [redacted] contacted me and spoke such poor English that I had to inform her to have someone else call me, to which I never received another call Dell would call at night and not leave a message and if I tried to return a phone call it connected me to the horrible phone tree system that would never let you through to anyone Dell insulted me, they used language that was offensive toward my profession, when I told Dell that I had [redacted] from my career as a [redacted] they seemed to make fun of me, even laughing at me They would purposefully disconnect me, transfer me when I tried to complain, stalled in the chat logs, disregard the issue and send me around in circles until I became angry Dell never offered an apology, their actions were deplorable At one point I mentioned that the warranty had been breached and I was told that it was not, when I said I wanted to handle it because I felt it was, I was told I could not I tried to suggest arbitration to resolve the issue as outlined and the warranty has multiple provisions which are ambiguous, but each time Dell told me I could not Dell did not honor its next day repair, they insulted me and they mistreated me to the point that I became so angry and distressed They denied me a reasonable fix and they proved that on multiple occasions that they did not care My laptop was repaired, but the process was not in the time allotted and I had to make accommodations to have it repaired, which were unreasonable, I also was given incorrect information When Dell called me to discuss my complaint they told me what they were doing, but when Ii told them they did not even understand the issue they argued with me I asked to be contacted by someone and they had a women from East Asia who could not speak English call me and argue with me! Never once has Dell apologized! The only silver lining is that the rep who fixed my laptop was great Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative contacted the customer and authorized a refurbished exchange systemOur records indicate the replacement has been delivered and a prepaid return label providedThe customer may contact the representative by emailing at [redacted] @Dell.com for any further assistanceAdvanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has discussed the matter with the customer regarding the Dell Warranty sold bundled with the Dell Alienware Computer the customer recently purchased as a gift [redacted] explained that all Dell computers are sold with an initial one year warranty, which is bundled in the computer price; this part of the order is not elective However, in the interest of customer satisfaction, and as a goodwill gesture, [redacted] has provided the customer a concession in the amount of $140.39, which will be credited back to the customer’s original form of payment The customer has accepted the concession 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced We regret any miscommunication which may have occurred and appreciate the feedback Dell records do not support the customer’s description of her purchase The computer originally invoiced in with a Retail warranty which expired during February, The computer came loaded with a Windows operating system, not Windows 10, which was not available at the time of manufacture Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative explained that the computer is out of warranty Dell will not be replacing the system or the wireless card and the customer was provided contact information for Dell’s out of warranty support We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service and we ask that she 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 [redacted] Our representative has been in contact with the customer and, per the terms and conditions of the Sale, respectfully denied the request for a refundHowever; service has been provided per the terms and conditions of the Dell Limited WarrantyInformation was provided regarding maximizing battery life and technical support remains available to address any additional concernsWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] In the interest of customer satisfaction, a replacement unit was processedOur records show that the replacement order# [redacted] was delivered to Ms [redacted] on May 4, under FedEx tracking# [redacted] Our representative also followwith Ms [redacted] to confirm resolutionHer request for refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her 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 Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident 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 customerDell representative [redacted] has followed up with the customerThe representative is working with Dell Financial and the customer to work towards a final resolutionAt this time the representative will maintain ownership until a final resolution is determinedThe representative has provided his contact informationSincerely, Advanced Resolution Group FID # [redacted] Dell
Dell representative [redacted] worked with this customer to resolve the issues as reported in the complaintUPS attempted to pick up items for return to Dell but was not successfulThere is a lack of response from the customer and our representative closed this caseOur representative may be reached at [redacted] @dell.com
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative verified the onsite service has been completed and as a onetime goodwill gesture dispatched a backpack to the customerWe 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.comSincerely, 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 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] is working with the customer and offered guidance to get her item fixed with her protection plan Should the customer have any additional concerns they 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 Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, Dell representative, [redacted] contacted Mr [redacted] to assist him in resolving his issuesOur representative explained to him that even if the hard drive is not compatible; it would have nothing to do with the system powering onOur representative offered a refund but Mr [redacted] declined the offer and stated he would escalate furtherOur representative explained that the resolution would remain the same and closed the case since the final resolution was providedDell representative, [redacted] remains available to assist Mr [redacted] in resolving his issue should he want to proceed with the refundSincerely, [redacted] Dell Advanced Resolution Team
We regret any dissatisfaction which may have been experienced; our stance remains the sameDocumentation has been provided, which indicates the request for a chargeback issued by Mr***’ financial institution was accepted by Dell Mr [redacted] will need to follow up with his financial institution
Dear Revdex.com, Our records indicate the representative [redacted] has reached out to the customerAfter additional research it was found that this was a shipping issue with the carrier and Dell internal processDue to this the representative has requested the customer place another order with the outlet with simalr specifications and Dell will honor the priceAt this time the representative is waiting to hear back from the customerPlease have the customer contact the representative by emailing at [redacted] @Dell.comAdvanced Resolution Group Incident [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
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
Complaint: [redacted] I am rejecting this response because:It's been months and I still haven't gotten my money back Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his 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
Complaint: [redacted] I am rejecting this response because: my stance has not wavered either, Dell has not provided any proof as to why they will not honor their deal with the gift card where I have provided the email from Dell where it never states they will cancel my order as they didAdditionally their site indicated the deals would run until 8/8am ET but they changed that deal early, despite it being under the 8/8am ET deadlineDell must honor their offering and provide a $gift card Regards, [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 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: I have gone through too much and Dell isn't giving me anything apart from apologiesAs stated in my complaint earlier Dells research and development will use the flaws in my laptop to improve laptops manufactured in the futureIn addition the staff will get better quality training because of meThe information I have passed on to Dell is priceless and I am not getting anything apart from a replacement laptop which I paid forI don't want apologies I want quality compensation Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:This response is a bit absurd, [redacted] contacted me and spoke such poor English that I had to inform her to have someone else call me, to which I never received another call Dell would call at night and not leave a message and if I tried to return a phone call it connected me to the horrible phone tree system that would never let you through to anyone Dell insulted me, they used language that was offensive toward my profession, when I told Dell that I had [redacted] from my career as a [redacted] they seemed to make fun of me, even laughing at me They would purposefully disconnect me, transfer me when I tried to complain, stalled in the chat logs, disregard the issue and send me around in circles until I became angry Dell never offered an apology, their actions were deplorable At one point I mentioned that the warranty had been breached and I was told that it was not, when I said I wanted to handle it because I felt it was, I was told I could not I tried to suggest arbitration to resolve the issue as outlined and the warranty has multiple provisions which are ambiguous, but each time Dell told me I could not Dell did not honor its next day repair, they insulted me and they mistreated me to the point that I became so angry and distressed They denied me a reasonable fix and they proved that on multiple occasions that they did not care My laptop was repaired, but the process was not in the time allotted and I had to make accommodations to have it repaired, which were unreasonable, I also was given incorrect information When Dell called me to discuss my complaint they told me what they were doing, but when Ii told them they did not even understand the issue they argued with me I asked to be contacted by someone and they had a women from East Asia who could not speak English call me and argue with me! Never once has Dell apologized! The only silver lining is that the rep who fixed my laptop was great Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative contacted the customer and authorized a refurbished exchange systemOur records indicate the replacement has been delivered and a prepaid return label providedThe customer may contact the representative by emailing at [redacted] @Dell.com for any further assistanceAdvanced Resolution Group Incident [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has discussed the matter with the customer regarding the Dell Warranty sold bundled with the Dell Alienware Computer the customer recently purchased as a gift [redacted] explained that all Dell computers are sold with an initial one year warranty, which is bundled in the computer price; this part of the order is not elective However, in the interest of customer satisfaction, and as a goodwill gesture, [redacted] has provided the customer a concession in the amount of $140.39, which will be credited back to the customer’s original form of payment The customer has accepted the concession 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer replaced We regret any miscommunication which may have occurred and appreciate the feedback Dell records do not support the customer’s description of her purchase The computer originally invoiced in with a Retail warranty which expired during February, The computer came loaded with a Windows operating system, not Windows 10, which was not available at the time of manufacture Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative explained that the computer is out of warranty Dell will not be replacing the system or the wireless card and the customer was provided contact information for Dell’s out of warranty support We remain available to assist via Dell’s fee-based Out of Warranty Repairs department should the customer want to purchase this service and we ask that she 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 [redacted] Our representative has been in contact with the customer and, per the terms and conditions of the Sale, respectfully denied the request for a refundHowever; service has been provided per the terms and conditions of the Dell Limited WarrantyInformation was provided regarding maximizing battery life and technical support remains available to address any additional concernsWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] In the interest of customer satisfaction, a replacement unit was processedOur records show that the replacement order# [redacted] was delivered to Ms [redacted] on May 4, under FedEx tracking# [redacted] Our representative also followwith Ms [redacted] to confirm resolutionHer request for refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her 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 Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc