Thank you for providing a copy of the customer submission A Dell representative, [redacted] , has contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at [redacted] [email protected]
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 submission A Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and respectfully denied the return request as it is beyond the day return periodThe representative offered an onsite tech or return to depot for repair which the customer declinedWe remain available to assist the customer should he like to move forward with the resolution The representative can be reached directly by email at [redacted] @Dell.com Sincerely Advanced 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 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact the customer and our records indicate the credit has been applied to the original form of paymentThe request for compensation was respectfully denied per the Terms and Conditions of the Sale: [redacted] Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, Dell representative, [redacted] , contacted Mr [redacted] with regards to his complaintOur representative arranged for Mr [redacted] to receive a replacement damaged TVMr [redacted] reports that he received the replacement TV in good conditionOur representative closed the case but remains available to assist in the resolution as necessary and may be contacted at [redacted] @dell.comSincerely, Dell Advanced Resolution Team
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response As previously stated, Dell records indicate multiple open service dispatches and Dell will not provide additional support or exchanges until this matter is addressed by the customer with Dell’s Global Services Fraud representative mentioned in the submission The customer’s single point of contact at Dell regarding this matter would be [redacted] *** As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case If the customer has additional information he would like to provide, he may contact our representative at [redacted] _***@dellteam.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding returning the printerThe representative [redacted] followed up with the customer and confirmed pick upThe order is scheduled to be delivered back to Dell returns on 4/6/The representative will follow up with the customer once credit has postedIf the customer has any future concerns please have the customer contact the representative by email at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: It is true that Dell offered me a coupon in lieu of the gift card However, there have been multiple problems in attempting to use the coupon On February 16, 2017, the same date that I received the coupon I placed an order (Dell purchase ID # [redacted] ) The order consisted of two items and, as a Dell Advantage member, it was to be shipped via two day shipping On February 20, I received an email stating that my order was received but the two day shipping had been changed to standard shipping (without explanation) On February 21, I received a call from [redacted] and explained the entire situation from my initial December issues to the present He advised me that he would look into the status of the order and call me back within hours He did not On February 22, I received an email from Dell Customer Service that my order had been delayed On February 23, I received another email from Dell Customer Service stating that my order had been delayed again and that I had hours to contact them to either accept the delay or cancel my order I immediately emailed [redacted] *** I did not, and have not, received a response from him since Therefore, I contacted Dell and advised that I would accept another delay The delay would be until March 9, On the morning of February 27, 2017, I received a call stating that my order had been delayed again until March 10, and that I needed to call within hours or my order would be cancelled I called in the afternoon of February 27, and was told that the item I had ordered was no longer in stock and I could cancel or wait indefinitely until it was in stock Due to all of the problems I have had with Dell I’ve chosen just to wait until it’s shipped rather than cancel my order It has been a ridiculous process and does not look like it will be resolved anytime soon Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has informed the customer by phone message and by email that the Dell eGift Card has been processed and sent to the customer’s email address We certainly do apologize for any frustration this matter may have caused our customer 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:I refuse to work with an arrogant representative who lied and did not follow through as promised and at the final hour decided to follow the instructions of another colleagueI will only work with a US based counterpart with integrity.I will not work with [redacted] He wasted my time and lied Regards, [redacted] ***
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] has processed a refund for the customer Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] 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 informed him of the terms and conditions of the limited hardware warranty and retail purchase end user agreement [redacted] [redacted] Our representative also infirmed Mr [redacted] that Dell policy allows for maximum warranty duration of years from the original shipping dateThe original shipping date for this unit was November 25th, Please note that our representative offered one year fee based warranty extension; however, Mr [redacted] elected not to accept our offer of assistanceHis request year warranty extension was respectfully deniedWe 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: They did nothing to resolve the issue and they stated that they can advertise whatever price they wish and do not have to honor it Regards, [redacted] ***
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 condition of the sale and the Dell Limited Warranty, respectfully denied the request for a refund or a new system exchangeDepot Service was offered per the limited warranty, however; the customer has not responded to subsequent contact attemptsOur representative has supplied their contact information and remains available to assistSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
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,Thank you for the opportunity to address the correspondence submitted by [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsPlease note that Mr [redacted] was referred to the shipping carrier regarding lost part, which was shipped under Dell reference# [redacted] Please note that our representative made multiple attempts to reach him; however, has not been able to further discuss this matterOur representative may be contacted directly by e-mail at contacted 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 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 been instrumental in addressing and resolving the tax refund issue for our customer Last documentation in our records indicates on August 9, 2016, [redacted] has informed the customer the tax credits have been processed for the orders affected The customer should allow ten (10) business days for the credits to post We certainly do apologize for any frustration this matter may have caused our customer 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
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 communication and processing expectations for a recent computer purchase We regret any miscommunication which may have occurred and appreciate the feedback By contractual agreement with Microsoft, Original Equipment Manufacturers (OEMs) such as Dell are permitted to load Microsoft operating systems on new computers however we are unable to provide a standalone copy of the operating system, such as the customer requests Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide clarification that the customer has received everything that was ordered and Dell will not be providing a Retail, or standalone copy of the operating system as the customer requests We ask that the customer contact our representative at [redacted] should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Thank you for providing a copy of the customer submission A Dell representative, [redacted] , has contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at [redacted] [email protected]
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 submission A Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and respectfully denied the return request as it is beyond the day return periodThe representative offered an onsite tech or return to depot for repair which the customer declinedWe remain available to assist the customer should he like to move forward with the resolution The representative can be reached directly by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:this is not fair 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact the customer and our records indicate the credit has been applied to the original form of paymentThe request for compensation was respectfully denied per the Terms and Conditions of the Sale: [redacted] Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com, Dell representative, [redacted] , contacted Mr [redacted] with regards to his complaintOur representative arranged for Mr [redacted] to receive a replacement damaged TVMr [redacted] reports that he received the replacement TV in good conditionOur representative closed the case but remains available to assist in the resolution as necessary and may be contacted at [redacted] @dell.comSincerely, Dell Advanced Resolution Team
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response As previously stated, Dell records indicate multiple open service dispatches and Dell will not provide additional support or exchanges until this matter is addressed by the customer with Dell’s Global Services Fraud representative mentioned in the submission The customer’s single point of contact at Dell regarding this matter would be [redacted] *** As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case If the customer has additional information he would like to provide, he may contact our representative at [redacted] _***@dellteam.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding returning the printerThe representative [redacted] followed up with the customer and confirmed pick upThe order is scheduled to be delivered back to Dell returns on 4/6/The representative will follow up with the customer once credit has postedIf the customer has any future concerns please have the customer contact the representative by email at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: It is true that Dell offered me a coupon in lieu of the gift card However, there have been multiple problems in attempting to use the coupon On February 16, 2017, the same date that I received the coupon I placed an order (Dell purchase ID # [redacted] ) The order consisted of two items and, as a Dell Advantage member, it was to be shipped via two day shipping On February 20, I received an email stating that my order was received but the two day shipping had been changed to standard shipping (without explanation) On February 21, I received a call from [redacted] and explained the entire situation from my initial December issues to the present He advised me that he would look into the status of the order and call me back within hours He did not On February 22, I received an email from Dell Customer Service that my order had been delayed On February 23, I received another email from Dell Customer Service stating that my order had been delayed again and that I had hours to contact them to either accept the delay or cancel my order I immediately emailed [redacted] *** I did not, and have not, received a response from him since Therefore, I contacted Dell and advised that I would accept another delay The delay would be until March 9, On the morning of February 27, 2017, I received a call stating that my order had been delayed again until March 10, and that I needed to call within hours or my order would be cancelled I called in the afternoon of February 27, and was told that the item I had ordered was no longer in stock and I could cancel or wait indefinitely until it was in stock Due to all of the problems I have had with Dell I’ve chosen just to wait until it’s shipped rather than cancel my order It has been a ridiculous process and does not look like it will be resolved anytime soon Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] * [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has informed the customer by phone message and by email that the Dell eGift Card has been processed and sent to the customer’s email address We certainly do apologize for any frustration this matter may have caused our customer 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:I refuse to work with an arrogant representative who lied and did not follow through as promised and at the final hour decided to follow the instructions of another colleagueI will only work with a US based counterpart with integrity.I will not work with [redacted] He wasted my time and lied Regards, [redacted] ***
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] has processed a refund for the customer Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted] Dell now moves to close this matter regarding Incident ID: [redacted] 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 informed him of the terms and conditions of the limited hardware warranty and retail purchase end user agreement [redacted] [redacted] Our representative also infirmed Mr [redacted] that Dell policy allows for maximum warranty duration of years from the original shipping dateThe original shipping date for this unit was November 25th, Please note that our representative offered one year fee based warranty extension; however, Mr [redacted] elected not to accept our offer of assistanceHis request year warranty extension was respectfully deniedWe 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: They did nothing to resolve the issue and they stated that they can advertise whatever price they wish and do not have to honor it Regards, [redacted] ***
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 condition of the sale and the Dell Limited Warranty, respectfully denied the request for a refund or a new system exchangeDepot Service was offered per the limited warranty, however; the customer has not responded to subsequent contact attemptsOur representative has supplied their contact information and remains available to assistSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
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,Thank you for the opportunity to address the correspondence submitted by [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsPlease note that Mr [redacted] was referred to the shipping carrier regarding lost part, which was shipped under Dell reference# [redacted] Please note that our representative made multiple attempts to reach him; however, has not been able to further discuss this matterOur representative may be contacted directly by e-mail at contacted 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 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 been instrumental in addressing and resolving the tax refund issue for our customer Last documentation in our records indicates on August 9, 2016, [redacted] has informed the customer the tax credits have been processed for the orders affected The customer should allow ten (10) business days for the credits to post We certainly do apologize for any frustration this matter may have caused our customer 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
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 communication and processing expectations for a recent computer purchase We regret any miscommunication which may have occurred and appreciate the feedback By contractual agreement with Microsoft, Original Equipment Manufacturers (OEMs) such as Dell are permitted to load Microsoft operating systems on new computers however we are unable to provide a standalone copy of the operating system, such as the customer requests Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide clarification that the customer has received everything that was ordered and Dell will not be providing a Retail, or standalone copy of the operating system as the customer requests We ask that the customer contact our representative at [redacted] should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc