Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr [redacted] expressed dissatisfaction with communication and processing expectations for delivery of his Dell orderWe regret any dissatisfaction he may have experienced and appreciate the feedback providedOur records indicate there was a delay in shipment, then an additional delay once the computer was handed off to the carrier Since the date of the submission, a Dell representative contacted the carrier on Mr***’ behalf and the package has since been deliveredOur representative provided contact information and will remain available should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [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, *** 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 the customer’s refund 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,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants assistance with a software issue We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate Mr [redacted] purchased the computer during October, 2016, and no technical issues were reported until July, Per the terms and conditions of Dell’s Limited Hardware Warranty, Dell is not responsible for software issues and the scope of the warranty is limited to diagnosing and repair of covered hardware components which fail during use Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns Our representative determined that Mr [redacted] has a malware issue, not covered under the warranty His request for free support was denied and fee-based software support was offered which Mr [redacted] declinedShould he reconsider, we remain available to assist via Dell’s fee-based software or out of warranty repair representatives should he want to purchase this service Mr [redacted] may contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I ordered a NEW laptop from Dell in March of this year I had problems with it from the very beginning, noted by Dell's records of repeated calls to them for assistance After much painstaking efforts to attempt to resolve their lemon of a PC they sent to me, they replaced the motherboard, hard drive and memory The laptop now appears to work as it should have from the beginning, proving the one they sent me originally was a lemon.The problem now is I have a REFURBISHED unit when I paid for a NEW unit Dell sells their REFURBISHED units on their website for $less than what I paid for my NEW unit Dell is unwilling to provide me what I paid for This is BAIT AND SWITCH and is illegal in America I am not sure the representatives they contract out in India understand this concept, or the company does not care.My laptop now FINALLY works properly Since Dell refused to provide me with the NEW laptop I paid for, I am asking that Dell do the RIGHT THING and refund the difference of $350+tax for providing me with a refurbished unit and not the new unit I originally ordered and paid for My next steps will be the Attorney Generals office and a lawsuit in small claims court should it come to that In that event, I will request more to pay for my plane ticket and room and board while in Texas I am hoping it does not come to that, but now it is the principle of the matter, where big corporate America takes advantage of the small consumer Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I had contacted dell to inform that my computer was returned with a broken screen They have not responded to my email, and I have now sent it again Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: my initial replacement that I returned still is not marked as received in your system and I am constantly being asked to return a unit I don't have 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 dispatched depot serviceOur records indicate the system has been repaired and delivered to the customerWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Better Business Bureau,Thank you for providing a copy of the customer’s submission Ms [redacted] expressed dissatisfaction with communication and processing expectations for a recent Dell promotion We regret any dissatisfaction she may have experienced and appreciate the feedback providedDell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel ordersSince the date of the submission, a Dell representative contacted Ms [redacted] and informed her that our order verification team was unable to contact her at the telephone number provided and the order was cancelled After the promotion ended, it would be a violation of Dell policies to provide the pricing for a promotion that has ended For customer satisfaction reasons, our representative offered a ten percent (10%) refund if Ms [redacted] would like to place a different order Our representative provided his contact information and will remain available should Ms [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Dell records do not have it because if you read again, I never stated as of January 7, it was the 12th if you read once more so dell is incorrect again and making errors "I have emailed [redacted] to contact me at a certain time and she has failed to do soI am awaiting for her response and has failed to contact me at 7:00pm Monday-SundaysAs of January 12, 2016, [redacted] did not contact me at all at the time and phone number listed and specified."The exact text is listed above from the previous response [redacted] never stated she was busy at hours I specifiedYou have the pictures of our email as proof of the conversation and see Dell is incorrect once more 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 concernsAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account credit for order# [redacted] Our records show that that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly 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 refund We regret any miscommunication which may have occurred and appreciate the feedback It appears there was a problem processing the credit and the refund was not processed back to the original form of payment, American Express Since the date of the submission, a Dell representative contacted the customer to provide assistance and subsequently a refund for $was processed and returned to American Express The customer should see this reflected on his next monthly billing statement and may 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 the opportunity to address the correspondence submitted by Ms [redacted] ***Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the terms of the Limited Hardware WarrantyHowever, in the interest of customer satisfaction, our representative processed a replacement unit, which was delivered to the customer on May 30, 2017, under [redacted] Tracking number [redacted] Our representative also followto verify that the unit was functioning properlyShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www[redacted] or for online assistance at www[redacted] Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because:The replacement unit sent by Dell exhibited exactly the same problem as the one originally shippedDell's response was to blame my computer, blame my graphics card, and blame my speakers In their opinion there was no possibility that the Dell product could be at faultEven though I have demonstrated on non Dell products that those products come out of sleep mode just fineDell techs did note that earlier versions of the product I received did demonstrate the sleep mode problemI returned the replacement monitor to DellIn view of the fact that Dell was non committal on giving a refund since the attempts at trying to solve the problem had gone past their minimalist day warranty period I worked with the product vendor (B&H) to return the original device that had failed(Took all of about minutes to have an RMA in my e-mail in box.)The key issue in this is that Dell will not acknowledge that they have a problemAlso one Dell representative said that since I was not using their product in conjunction with a Dell computer that Dell had no responsibility for solving the problem or offering a refund on the non functioning productBy and large, a monitor is a monitor and a computer is a computerTo say that the product is only usable in conjunction with another Dell product is inconsistent with the entire range of after market accessories such as memory products, keyboards, etcetcIt is highly inappropriate that the Revdex.com awards Dell an A++ rating if their behavior with customers is so high handed.FYI - I purchased a very similar BenQ monitor from the original vendor (B&H) I worked with and it works fine right out the box - no set up difficulties, no jiggling, tweaking, resets, calls to support or anything else necessaryJust worked exactly the way any monitor is supposed to work Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: they said that I am not responding, but we have been going back and fourth with emailsHow is that not responding? Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The original complaint has not been acknowledged, nor has any compensation been offered Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] -***A Dell representative recently contacted Ms [redacted] - [redacted] regarding her concernsOur representative worked with our account verification team to resolve this matter Our records show that the credit has been provided by her Bank via chargeback; therefore, her request for a refund from Dell was respectfully deniedOur representative also followwith Ms [redacted] - [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] - [redacted] has any further concerns regarding this caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative worked with our order verification ream to resolve this matterOur records show that both ac-adapter and the power cord have been delivered to Mr [redacted] Our representative also followwith Mr [redacted] to 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 the opportunity to address the correspondence submitted by Mrs [redacted] * [redacted] We regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceAs per List Removal Page, their request to opt-out of Dell promotions has been processedPlease note, it may take some time for the changes to take effectIn the interim, customer may continue to receive Dell marketing communicationsShould Mrs [redacted] have any additional concerns, she can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Today’s Date: 06/28/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states continued technical concerns with their Dell unitAt this time the agent has processed a system exchange and was confirmed received by the customer in proper orderDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should there be any questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr [redacted] expressed dissatisfaction with communication and processing expectations for delivery of his Dell orderWe regret any dissatisfaction he may have experienced and appreciate the feedback providedOur records indicate there was a delay in shipment, then an additional delay once the computer was handed off to the carrier Since the date of the submission, a Dell representative contacted the carrier on Mr***’ behalf and the package has since been deliveredOur representative provided contact information and will remain available should Mr [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [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, *** 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 the customer’s refund 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,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants assistance with a software issue We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate Mr [redacted] purchased the computer during October, 2016, and no technical issues were reported until July, Per the terms and conditions of Dell’s Limited Hardware Warranty, Dell is not responsible for software issues and the scope of the warranty is limited to diagnosing and repair of covered hardware components which fail during use Since the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns Our representative determined that Mr [redacted] has a malware issue, not covered under the warranty His request for free support was denied and fee-based software support was offered which Mr [redacted] declinedShould he reconsider, we remain available to assist via Dell’s fee-based software or out of warranty repair representatives should he want to purchase this service Mr [redacted] may contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I ordered a NEW laptop from Dell in March of this year I had problems with it from the very beginning, noted by Dell's records of repeated calls to them for assistance After much painstaking efforts to attempt to resolve their lemon of a PC they sent to me, they replaced the motherboard, hard drive and memory The laptop now appears to work as it should have from the beginning, proving the one they sent me originally was a lemon.The problem now is I have a REFURBISHED unit when I paid for a NEW unit Dell sells their REFURBISHED units on their website for $less than what I paid for my NEW unit Dell is unwilling to provide me what I paid for This is BAIT AND SWITCH and is illegal in America I am not sure the representatives they contract out in India understand this concept, or the company does not care.My laptop now FINALLY works properly Since Dell refused to provide me with the NEW laptop I paid for, I am asking that Dell do the RIGHT THING and refund the difference of $350+tax for providing me with a refurbished unit and not the new unit I originally ordered and paid for My next steps will be the Attorney Generals office and a lawsuit in small claims court should it come to that In that event, I will request more to pay for my plane ticket and room and board while in Texas I am hoping it does not come to that, but now it is the principle of the matter, where big corporate America takes advantage of the small consumer Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I had contacted dell to inform that my computer was returned with a broken screen They have not responded to my email, and I have now sent it again Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: my initial replacement that I returned still is not marked as received in your system and I am constantly being asked to return a unit I don't have 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 dispatched depot serviceOur records indicate the system has been repaired and delivered to the customerWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Better Business Bureau,Thank you for providing a copy of the customer’s submission Ms [redacted] expressed dissatisfaction with communication and processing expectations for a recent Dell promotion We regret any dissatisfaction she may have experienced and appreciate the feedback providedDell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel ordersSince the date of the submission, a Dell representative contacted Ms [redacted] and informed her that our order verification team was unable to contact her at the telephone number provided and the order was cancelled After the promotion ended, it would be a violation of Dell policies to provide the pricing for a promotion that has ended For customer satisfaction reasons, our representative offered a ten percent (10%) refund if Ms [redacted] would like to place a different order Our representative provided his contact information and will remain available should Ms [redacted] need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Dell records do not have it because if you read again, I never stated as of January 7, it was the 12th if you read once more so dell is incorrect again and making errors "I have emailed [redacted] to contact me at a certain time and she has failed to do soI am awaiting for her response and has failed to contact me at 7:00pm Monday-SundaysAs of January 12, 2016, [redacted] did not contact me at all at the time and phone number listed and specified."The exact text is listed above from the previous response [redacted] never stated she was busy at hours I specifiedYou have the pictures of our email as proof of the conversation and see Dell is incorrect once more 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 concernsAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account credit for order# [redacted] Our records show that that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly 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: Regards, [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any miscommunication which may have occurred and appreciate the feedback It appears there was a problem processing the credit and the refund was not processed back to the original form of payment, American Express Since the date of the submission, a Dell representative contacted the customer to provide assistance and subsequently a refund for $was processed and returned to American Express The customer should see this reflected on his next monthly billing statement and may 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 the opportunity to address the correspondence submitted by Ms [redacted] ***Customer expressed dissatisfaction with Dell service and support and wants a replacement unitWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative explained the terms of the Limited Hardware WarrantyHowever, in the interest of customer satisfaction, our representative processed a replacement unit, which was delivered to the customer on May 30, 2017, under [redacted] Tracking number [redacted] Our representative also followto verify that the unit was functioning properlyShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www[redacted] or for online assistance at www[redacted] Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because:The replacement unit sent by Dell exhibited exactly the same problem as the one originally shippedDell's response was to blame my computer, blame my graphics card, and blame my speakers In their opinion there was no possibility that the Dell product could be at faultEven though I have demonstrated on non Dell products that those products come out of sleep mode just fineDell techs did note that earlier versions of the product I received did demonstrate the sleep mode problemI returned the replacement monitor to DellIn view of the fact that Dell was non committal on giving a refund since the attempts at trying to solve the problem had gone past their minimalist day warranty period I worked with the product vendor (B&H) to return the original device that had failed(Took all of about minutes to have an RMA in my e-mail in box.)The key issue in this is that Dell will not acknowledge that they have a problemAlso one Dell representative said that since I was not using their product in conjunction with a Dell computer that Dell had no responsibility for solving the problem or offering a refund on the non functioning productBy and large, a monitor is a monitor and a computer is a computerTo say that the product is only usable in conjunction with another Dell product is inconsistent with the entire range of after market accessories such as memory products, keyboards, etcetcIt is highly inappropriate that the Revdex.com awards Dell an A++ rating if their behavior with customers is so high handed.FYI - I purchased a very similar BenQ monitor from the original vendor (B&H) I worked with and it works fine right out the box - no set up difficulties, no jiggling, tweaking, resets, calls to support or anything else necessaryJust worked exactly the way any monitor is supposed to work Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: they said that I am not responding, but we have been going back and fourth with emailsHow is that not responding? Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The original complaint has not been acknowledged, nor has any compensation been offered Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] -***A Dell representative recently contacted Ms [redacted] - [redacted] regarding her concernsOur representative worked with our account verification team to resolve this matter Our records show that the credit has been provided by her Bank via chargeback; therefore, her request for a refund from Dell was respectfully deniedOur representative also followwith Ms [redacted] - [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] - [redacted] has any further concerns regarding this caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative worked with our order verification ream to resolve this matterOur records show that both ac-adapter and the power cord have been delivered to Mr [redacted] Our representative also followwith Mr [redacted] to 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 the opportunity to address the correspondence submitted by Mrs [redacted] * [redacted] We regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceAs per List Removal Page, their request to opt-out of Dell promotions has been processedPlease note, it may take some time for the changes to take effectIn the interim, customer may continue to receive Dell marketing communicationsShould Mrs [redacted] have any additional concerns, she can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Today’s Date: 06/28/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceThe customer states continued technical concerns with their Dell unitAt this time the agent has processed a system exchange and was confirmed received by the customer in proper orderDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should there be any questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc