Complaint: [redacted] I am rejecting this response because: I started my purchase on the Dell website by clicking on the promotional TV offer, which led me to choose my laptop and I also purchased a printerThe TV was in my cart when I made the purchase so I expected to receive it with my printer and Laptop I have purchased several laptops from them beforeI believe this was a problem in their website or a deliberate scam by DellI have also tweeted about this to make others awareI made the required purchase, made several calls, with no consideration from Dell Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for the opportunity to address the correspondence submitted by Ms [redacted] In our recent communication with the customer the system hardware is working as designedThe customer has raised concerns that are beyond the Dell Limited Hardware Warranty support and the agent previously provided the customer with some links/phone number they could try for additional assistanceShould the customer need assistance within the system warranty she can reach out to Dell for support or visit online at www.Dell.com/Support Sincerely, Advanced Resolution Group FID # [redacted] Dell
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 refunded the customer’s gift cards and the customer has used them on a new order 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 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 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 warranty repair service at the repair depot Should they want to accept this offer, 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced with a new computer We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The customer indicated he had sent the computer to Dell’s Repair depot Our representative monitored the service dispatch to provide updates for the customer and, once the computer was returned to the customer, verified that the computer appears to be functioning properly We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matterSincerely,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 Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback Dell records indicate 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 her concerns The customer requested a refund which was denied and our representative initiated a service dispatch to diagnose and repair the computer To date, the customer has not sent her computer to be repaired and there has been no response to our representative’s follow up contact attempts We remain ready to assist the customer within the terms of Dell’s Limited Hardware Warranty and our other policies and ask that she contact our representative at [redacted] @Dell.com for any further assistance she 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 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
Dell representative, [redacted] , is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submissionWe remain available to assist and ask that the customer contact our representative at [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] * [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: We are in the final stretchWe have come to an agreementHowever the matter is still unresolved as of now Regards, [redacted]
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]
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
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,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
Dear Revdex.com, Our records indicate that Ms [redacted] stated she did not want any further contact from our Dell RepresentativesWe do show a return was set up but a credit will not be processed until the order has been returnedMs [redacted] may contact our frontline customer care at ###-###-#### or the representative assigned to the case by email at [redacted] _***@Dell.com with any additional concerns regarding this matterSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The fact of the matter is that the laptop was defective and the hard drive was replaced four month after it was purchasedI started using it at end of January as it was a Christmas gift from my parents and it failed in early FebruaryWhen the technician from Dell came to repair it and discovered the failed hard drive , I demanded that they replace the laptop at that time, but the technician promised that Dell will provide an additional year warranty for the laptop, so that according to them the laptop should still be under the warranty until November So the fact remains that they lied to meI falsely trusted the integrity of Dell.The hard drive is the main and most expensive component of the laptop and it carries a one year warranty anyway if I was to buy one from Dell today so I don't understand why they refuse to fix it, unless they gave me a refurbished hard drive which would be unacceptable and a deceiving practice I still demand that they replace the laptop or fix it Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: The replacement system that was sent was to have a year warranty - this was agreed upon via email in writing and is a contractual agreement [redacted] is refusing to honor this warranty.The system was sent back to Dell and was to be fixed The hard drive was replaced with one that did not have Windows on it Then it was not even looked at for the Graphics issue The Nvidia graphics card does not see more than one monitor The attached video shows that my system does not see more than one monitor - compared to the that see all monitors on the same dock.Mr [redacted] continuously blames my environment and refuses to replace the defective system or provide me a credit to purchase a system of my specs I am now requesting full refund so I can purchase a computer from another company as MR [redacted] also slandered my name with his company and reported me to their fraud department but will not explain his reason when I requested it.Mr [redacted] 's actions show that he hold bias towards me and should not be working on this case If they are unwilling to replace a defective unit that is under warranty then they need to refund all moneys Also refusing to honor a warranty that was in black and white and agreed upon by both parties is a Breach of contract Dell needs to come clean and refund all moneys indicated when submitting this complaint.I have also attached the letter that was sent to Dell's Legal team They keep saying that they never received it though I sent it directly to Mr [redacted] and Mr*** If their legal department never received it and Both Mr*** and Mr [redacted] have a copy of it It is their responsibility to make sure their legal department has it.To this date there has been no response from the legal department at dell - Which shows again the lack of support and Bias against me I have requested a direct phone number and email to the legal team and have been refused both Currently I am demanding that Dell refund all funds for this computer as indicated in the letter and a letter of apology be sent to me from MrDell for the lack of support and refusal to honor warranties that his employees offer.Regards, [redacted] - [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] followed up with the customerThe customer indicated that she had taken the system locally to be repairedDell will continue to support the warranty under the terms and conditionsThe warranty is mail in service only which is valid until 2/17/Should the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # [redacted] Dell
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 Thank you for following up on my complaint with DellFor the moment, I would say close the caseI'm satisfied with the current repairIf there are more proble [redacted] in the future I will re-contact you.Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I started my purchase on the Dell website by clicking on the promotional TV offer, which led me to choose my laptop and I also purchased a printerThe TV was in my cart when I made the purchase so I expected to receive it with my printer and Laptop I have purchased several laptops from them beforeI believe this was a problem in their website or a deliberate scam by DellI have also tweeted about this to make others awareI made the required purchase, made several calls, with no consideration from Dell Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for the opportunity to address the correspondence submitted by Ms [redacted] In our recent communication with the customer the system hardware is working as designedThe customer has raised concerns that are beyond the Dell Limited Hardware Warranty support and the agent previously provided the customer with some links/phone number they could try for additional assistanceShould the customer need assistance within the system warranty she can reach out to Dell for support or visit online at www.Dell.com/Support Sincerely, Advanced Resolution Group FID # [redacted] Dell
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 refunded the customer’s gift cards and the customer has used them on a new order 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 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 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 warranty repair service at the repair depot Should they want to accept this offer, 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced with a new computer We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss his concerns The customer indicated he had sent the computer to Dell’s Repair depot Our representative monitored the service dispatch to provide updates for the customer and, once the computer was returned to the customer, verified that the computer appears to be functioning properly We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matterSincerely,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 Dell service and support and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback Dell records indicate 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 her concerns The customer requested a refund which was denied and our representative initiated a service dispatch to diagnose and repair the computer To date, the customer has not sent her computer to be repaired and there has been no response to our representative’s follow up contact attempts We remain ready to assist the customer within the terms of Dell’s Limited Hardware Warranty and our other policies and ask that she contact our representative at [redacted] @Dell.com for any further assistance she 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 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
Dell representative, [redacted] , is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submissionWe remain available to assist and ask that the customer contact our representative at [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] * [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: We are in the final stretchWe have come to an agreementHowever the matter is still unresolved as of now Regards, [redacted]
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]
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
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,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
Dear Revdex.com, Our records indicate that Ms [redacted] stated she did not want any further contact from our Dell RepresentativesWe do show a return was set up but a credit will not be processed until the order has been returnedMs [redacted] may contact our frontline customer care at ###-###-#### or the representative assigned to the case by email at [redacted] _***@Dell.com with any additional concerns regarding this matterSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The fact of the matter is that the laptop was defective and the hard drive was replaced four month after it was purchasedI started using it at end of January as it was a Christmas gift from my parents and it failed in early FebruaryWhen the technician from Dell came to repair it and discovered the failed hard drive , I demanded that they replace the laptop at that time, but the technician promised that Dell will provide an additional year warranty for the laptop, so that according to them the laptop should still be under the warranty until November So the fact remains that they lied to meI falsely trusted the integrity of Dell.The hard drive is the main and most expensive component of the laptop and it carries a one year warranty anyway if I was to buy one from Dell today so I don't understand why they refuse to fix it, unless they gave me a refurbished hard drive which would be unacceptable and a deceiving practice I still demand that they replace the laptop or fix it Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: The replacement system that was sent was to have a year warranty - this was agreed upon via email in writing and is a contractual agreement [redacted] is refusing to honor this warranty.The system was sent back to Dell and was to be fixed The hard drive was replaced with one that did not have Windows on it Then it was not even looked at for the Graphics issue The Nvidia graphics card does not see more than one monitor The attached video shows that my system does not see more than one monitor - compared to the that see all monitors on the same dock.Mr [redacted] continuously blames my environment and refuses to replace the defective system or provide me a credit to purchase a system of my specs I am now requesting full refund so I can purchase a computer from another company as MR [redacted] also slandered my name with his company and reported me to their fraud department but will not explain his reason when I requested it.Mr [redacted] 's actions show that he hold bias towards me and should not be working on this case If they are unwilling to replace a defective unit that is under warranty then they need to refund all moneys Also refusing to honor a warranty that was in black and white and agreed upon by both parties is a Breach of contract Dell needs to come clean and refund all moneys indicated when submitting this complaint.I have also attached the letter that was sent to Dell's Legal team They keep saying that they never received it though I sent it directly to Mr [redacted] and Mr*** If their legal department never received it and Both Mr*** and Mr [redacted] have a copy of it It is their responsibility to make sure their legal department has it.To this date there has been no response from the legal department at dell - Which shows again the lack of support and Bias against me I have requested a direct phone number and email to the legal team and have been refused both Currently I am demanding that Dell refund all funds for this computer as indicated in the letter and a letter of apology be sent to me from MrDell for the lack of support and refusal to honor warranties that his employees offer.Regards, [redacted] - [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] followed up with the customerThe customer indicated that she had taken the system locally to be repairedDell will continue to support the warranty under the terms and conditionsThe warranty is mail in service only which is valid until 2/17/Should the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # [redacted] Dell
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 Thank you for following up on my complaint with DellFor the moment, I would say close the caseI'm satisfied with the current repairIf there are more proble [redacted] in the future I will re-contact you.Regards, [redacted]