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 submissionA Dell representative [redacted] recently contacted the customer regarding this matterWe regret any dissatisfaction the customer may have experienced and appreciate the feedback providedThe representative explained his feedback will be shared with the appropriate management teamThe representative also explained that a new order cannot be replaced due to promotion is no longer validAny further concerns the customer may have we request the customer contact the representative at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: [redacted] contacted me different times by phoneBoth times he was very rude and accused me of "damaging" my laptopDuring the first call he told me that the warranty would not cover "damages" that it only covered "defects like a bad motherboard, hard drive, and etc." I informed him that it was under warranty until March and that I had not caused any damages at all, that the hinge broke because Dell used crappy partsHe told me that Dell would fix my laptop at my expenseI told him I was not paying to have my laptop fixed when it was still under warranty and the part should not have broken in such a short timeHe continued to say that I "damaged" my laptop and I got mad and told him to never call me again and that I refuse to talk to him or close the case with the Revdex.comI told him that if anyone called back it better not be him and then I hung upYesterday, I got another call from [redacted] He told that he was following up on my complaint to the Revdex.comHe said that Dell would send me a box to send my laptop in to be "diagnosed" and that if there was a "defect" as stated before then it would be fixed but if it was "damaged" then I would be contacted by the repair center as to how much it would cost to fix itI told him again that I had not damaged my laptop and that I was not sending my laptop in to be "diagnosed" when he plainly had told me already that Dell did not consider the hinges a "defect"I told him that the laptop was less than a year old and the hinges should not have worn out so easily and brokenI also informed him that I had done a Google search and seen that there was MANY Dell customers who had Dell laptops complaining of the same issue with the hingesI told him that should tell Dell that the hinges were an issueHe said if there was any issues with the hinges Dell would have done a recall and that I could not compare my laptop to other modelsI told him again I was not going to argue with him and he was rudeI told him that I wanted to speak to a supervisor and I would no longer discuss it with him and he was again, not to call me back! He informed me that the claim would not be escalated and that I would not be speaking with a supervisorI told him that I would not be closing my case with the Revdex.com and that the matter was not resolved and hung up againHe emailed me thisRE: Dell Revdex.com Incident # [redacted] S [redacted] @dell.com Reply|Yesterday, 2:PMYouYou replied on 1/19/4:PM.Dell Customer CommunicationDear ***, This email is with reference to the conversation we had regarding your Dell computerAs discussed, we are willing to send an empty box to take the computer back to our repair center for diagnosisAt our repair center the computer will be diagnosed for any damage or defects and if found any defects with the product, the repairs will be completed and returned backHowever, if found any induced damage after the diagnosis, you will be contacted by the repair center for further repair which would include a costPlease do respond with the shipping address if you agree to the sameI look forward to your response and cooperationRegards, [redacted] Dell | Advanced Resolution GroupPhone + [redacted] *** *** [redacted] My work schedule is from 9:am - 6:pm CST Monday to Friday I responded to his email with thisI remember telling you never to contact me again after the first time you called being rude! Yet, you call back only trying to pretend to be someone different from Dell this timeAgain, you were rude and unhelpful! As I told you on the phone and you refused to listen, I am not sending my computer back with you telling me that it's damaged because of an accidentIt was NEVER dropped or nothing happened AT ALL to damage it! You also told me that if there was any damage that was not a motherboard, hard drive, or etcit was not covered by the warrantyI tried explaining to you that the laptop had not been damaged by anything other than opening and closing it and that DELL made a faulty product that would not lastI have not had this laptop even a year and the hinges should not break that soon! As you can see from these links numerous people are complaining about Dell laptop hinges being faulty yet you and your company blame ME! [redacted] As you can see, numerous people with complaints about Dell laptop hinges! You can say all you want that they would be recalled if it were an issue but clearly Dell doesn't want to own up to their crappy parts on the laptops they sell! It's not only the Dell laptop I have but it seems ALL Dell laptops have hinge problems! Yet, you and your company blame me? Haha! Fact is, I bought a laptop because I need it for schoolYou want me to send my laptop back when you are telling me that Dell won't fix it unless it is what "Dell" considers a faulty partLike you told me, Dell won't be fixing my laptop without me paying to have it fixedWell guess what? I'm not paying Dell to fix ANYTHING when Dell makes crappy products and if you bother reading the links I sent you it wouldn't be worth me paying to have it fixed anyway because it'll only break again! Again what does that tell you? DELL MAKES FAULTY PRODUCTS!!! I no longer wish to be contacted by YOU because you talk down to me everytime you call and act like I have no clue when it's YOU that don't have a clue! I told you I wanted to talk to a supervisor and you informed me that it would not be escalated any furtherUntil Dell agrees to FIX my problem at NO COST like should be, I will not be sending it in for "diagnosis", as you called it! I explained to you what was wrong with the laptop and you told me I would have to pay for the "damages"I'm not wasting my time trying to find somewhere to borrow a laptop to do school while Dell decides "IF" they will fix it when I've already been told Dell wouldn't! Even though my laptop is a piece of crap that won't close, I still have to use it for school! I'm sure I'll be buying a replacement as soon as I can afford one because it's just a matter of time before the touchscreen quits working since the hinge causes the casing to be pushed out from the screenAs I told you, I refuse to remove the complaint filed with the Revdex.comDell has HORRIBLE customer serviceTheir employees are rude and lie! Anything further needs to be through the Revdex.com because I will not be subjected to your rudeness and harassment! [redacted] I want my laptop fixed at Dell's expense and I will not agree to this as resolved unless that is done or I am refundedMy laptop is under warranty and it's clear that Dell has an issue with the hinges and Dell is not owning up to the issues [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms***, our representative advised Ms [redacted] that Dell no longer has parts available for her system and contacting a local technician would be her best optionHe respectfully denied her request for a replacement system or reimbursement per the out of warranty status of the systemWe regret any dissatisfaction Ms [redacted] may have experiencedOur representative, ***, may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate that the customers’ original hard drive and cable were sent to him in FebruaryDue to the customers continued claims that he was promised a replace drive as a goodwill gesture another replacement hard drive and cable were sentOur records indicate they were sent on March under Federal Express tracking [redacted] shows delivered on 3/7/If the customer needs further help he may contact Dell Support via chat, email or phone by visiting www.Dell.com/ContactSincerely, Advanced Resolution Group [redacted] Dell Inc
Dell representative, [redacted] , is attempting to reach the customer by phone and email; however, has not yet been able to discuss the contents of the correspondenceWe remain available to assist and ask that the customer contact our representative at [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] *** Thank you for providing a copy of the customer’s submission The customer is contacting the Revdex.com about a pricing error on Dell’s website during the Black Friday/Cyber Monday sales; regarding the Dell UltraSharp Dual Monitor Bundle U2412M with MDSmonitor stand The incorrect price was showing as $instead of the correct price of $ Once Dell discovered the mistake, the links were disabled and any orders that may have been placed were canceled by Dell Dell realizes situations such as this can be disappointing for our customers so we truly do apologize Please understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errors In fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell and reserves the right to cancel any orders resulting from such errors." We appreciate the customer taking the time to bring this observation to our attention Our merchandizing team is aware of this pricing error We are sorry, but we are unable to honor the wrong price and must respectfully deny any request we may encounter Our representative, [redacted] has communicated this information to our customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they have any other concerns regarding 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 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 expedited the customer’s order and it has been delivered as soon as was possible 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
Complaint: I am rejecting this response because:To be fair - I was not able to participate in the OS restore last week due to my job requirements Although I tele-compute, I was on-call for operations support and was unable to allow my phone to be tied up for an extended period of time.I did have a conversation with the Dell representative mid-week and at that time, advised him there was no data on the computer so a backup was not needed.I emailed the rep on Friday, May to setup an OS install for Monday at 9am, assuming he would call me On Monday, I never received a call and sent another email at 2:30pm that day to attempt setting up a time for the OS install I received a response that told me to backup (which is not needed due to no data on the machine) and to contact them during business hours (which I did and have been, being told that was 9am to 6pm), and instruct to call the support line After calling the support line multiple times in the past, and already doing several OS installs under their direction, and yet to have the OS installed correctly, I have no assurance that I will luck out and get the right person who know how to load this configurationAt this time, I have a purchase a Dell 'Power' that runs a lot slower than the old computer it's replacing In short, I have attempted to contact the Dell representative to do the OS install (via email) and am waiting for a time period as to when the advance support can direct the OS install so that it is correct Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Dell once again refuses to acknowledge the true nature of my complaint Instead they insist on misrepresenting the facts and doing so with a disregard that borders on contempt.Let me attempt to illustrate what happened to me in terms that might be more universally understandable:Let's ay I drove my car to the dealership seeking their assistance in locating the VIN # for me They replied that they would be happy to assist me but first I needed to submit my csar to inspection At some point during this inspection (that I didn't want or need) my car engine stopped completely and would not re-start The dealership then informs me that they can fix this problem, but only if I pay them $700.This is exactly what happened with Dell They were running a diagnostics scan (that I didn't want or need) when my healthy, robust machine crashed while I was on the phone with them and suddenly would not re-boot at all! They then told me that for $129, they could fix what they caused to break This fact has been confirmed to me by an outside repair service.Additionally, my machine was in the shop when the Windows free upgrade ended, causing me to miss the deadline Dell's solution (of course) was to SELL ME an upgrade with a $discount for my troubles.I remain very angry and disappointed that Dell would behave in this manner I further feel compelled to mention that their repeated insinuations that I was simply seeking free tech support is doubly infuriating They should be very much ashamed of their behavior in this matter Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently spoke to Mr [redacted] regarding his concernsPlease note that Mr [redacted] made a system purchase “Order# [redacted] ”, which was delivered on February 19, under FedEx Tracking# [redacted] Furthermore, he disputed the charges with his bank and has already received the creditOur records show that Mr [redacted] failed to return the system back to DellOur representative advised Mr [redacted] to return the system or he will continue to get collection calls; however, Mr [redacted] elected not to comply with the return requestWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience Our representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns in regards to this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Today’s Date: 08/28/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondenceAt this time the agent has confirmed the customer received their orderWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] should there be any additional questions or concerns Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have gone through an extremely frustrating year with DELL Every issue, every problem that I confronted them with that I felt they are responsible for, they either ignored me, sidestepped, did the transfer to nowhere game I will be able to furnish you with so many e-mails from DELL you will not want to hear about them again They have always put me through hell to take care of what issues were their responsibility When I received messages from this person it was always a reply that would stall the outcome When I received the last e-mail (which is the carbon copy of the 1st - she just changed the "I will not be able to get back to you until..." Each was days - I told her it was time sensitive When I received the last "copy" of the 1st msgI wrote back (I will provide the e-mail if you wish) saying that there was no reason for her to stall me again - she claimed to have not gotten a phone response times -- when I never received a call I told her on Monday (she was trying to put me off again until Wed.) that there was absolutely no reason for her to put me off just like the last e-mail - and told her I expect to hear from her Tuesday She replied on Tuesday - see, just a stall tactic She replied to me by phone, finally She was rude Unprofessional to put it nicely Kept repeating that I was told by her (?) that my warranty was expired in March and at that time she told me to purchase an extension??? No, she did not After a year of dealing with Dell back and forth - how may weeks of hoursI find her telling me that I am simply not going to get help What person would even consider purchasing an extended warranty when reading all of the same issues, same computer, same responses - with or without warranty - DELL just tells you to go to ___ rhymes with dell! I am tired of this company getting away with everything I want this (already so-called "repaired by them) laptop serviced They do not tell the truth - which means only one thing: they lie They rip you off They do not care They do not deserve to have what they have I do deserve to have my very malfunctioning laptop fixed however This is pathetic You should read how many are dealing with the same thing - model - DELL Inspiron core Series They really do need to deal with customers in a positive way - not reduce them to feeling there is no way to get what we deserve just becausedell said so from which planet? [redacted]
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by [redacted] lA Dell representative contacted the customer regarding the issues described in her correspondenceOur representative provided a return for credit for the keyboard and our records indicated the keyboard has been returned and the credit applied to the original form of payment We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at [redacted] Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and support and wants a full system exchange We regret any dissatisfaction she may have experienced and appreciate the feedback Since the date of our last response, our records indicate an exchange computer has been shipped to the customer Our representative followed up with the customer to provide an update regarding the shipment and remains available should the customer need further assistanceWe ask that she contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative reached out to the customer offering further assistances but respectfully denying the return requestWe remain available to assist the customerOur representative may be contacted directly by e-mail at [redacted] @Dell.com Sincerely, Advanced Resolution Group [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 Dell promotion We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell 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 Given that problems do happen on occasions such as during extreme volume of customers on Dell’s site, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handSince the date of the submission, a Dell representative contacted the customer to advise that we would not be able to provide the computer at the promotional price as the promotion ended The customer requested a similar computer at the same promotional price which our representative denied We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted MrYip regarding his concernsOur representative informed him of the terms and conditions of Gift Cards [redacted] After further review, our representative processed a Gift Card and followwith Mr [redacted] to confirm resolutionWe 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 MrYip 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 Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative worked with our receiving department to resolve this matterOur records show that a credit for order# [redacted] has been posted to the original form of paymentOur representative also followwith Mr [redacted] to 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 the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants a refundWe 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 Warranty and the Return PolicyPlease note that a refund for the order number [redacted] has been posted to the original form of paymentOur representative also followto confirm resolutionShould Mr [redacted] have any additional concerns regarding this case, he 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
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 submissionA Dell representative [redacted] recently contacted the customer regarding this matterWe regret any dissatisfaction the customer may have experienced and appreciate the feedback providedThe representative explained his feedback will be shared with the appropriate management teamThe representative also explained that a new order cannot be replaced due to promotion is no longer validAny further concerns the customer may have we request the customer contact the representative at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: [redacted] contacted me different times by phoneBoth times he was very rude and accused me of "damaging" my laptopDuring the first call he told me that the warranty would not cover "damages" that it only covered "defects like a bad motherboard, hard drive, and etc." I informed him that it was under warranty until March and that I had not caused any damages at all, that the hinge broke because Dell used crappy partsHe told me that Dell would fix my laptop at my expenseI told him I was not paying to have my laptop fixed when it was still under warranty and the part should not have broken in such a short timeHe continued to say that I "damaged" my laptop and I got mad and told him to never call me again and that I refuse to talk to him or close the case with the Revdex.comI told him that if anyone called back it better not be him and then I hung upYesterday, I got another call from [redacted] He told that he was following up on my complaint to the Revdex.comHe said that Dell would send me a box to send my laptop in to be "diagnosed" and that if there was a "defect" as stated before then it would be fixed but if it was "damaged" then I would be contacted by the repair center as to how much it would cost to fix itI told him again that I had not damaged my laptop and that I was not sending my laptop in to be "diagnosed" when he plainly had told me already that Dell did not consider the hinges a "defect"I told him that the laptop was less than a year old and the hinges should not have worn out so easily and brokenI also informed him that I had done a Google search and seen that there was MANY Dell customers who had Dell laptops complaining of the same issue with the hingesI told him that should tell Dell that the hinges were an issueHe said if there was any issues with the hinges Dell would have done a recall and that I could not compare my laptop to other modelsI told him again I was not going to argue with him and he was rudeI told him that I wanted to speak to a supervisor and I would no longer discuss it with him and he was again, not to call me back! He informed me that the claim would not be escalated and that I would not be speaking with a supervisorI told him that I would not be closing my case with the Revdex.com and that the matter was not resolved and hung up againHe emailed me thisRE: Dell Revdex.com Incident # [redacted] S [redacted] @dell.com Reply|Yesterday, 2:PMYouYou replied on 1/19/4:PM.Dell Customer CommunicationDear ***, This email is with reference to the conversation we had regarding your Dell computerAs discussed, we are willing to send an empty box to take the computer back to our repair center for diagnosisAt our repair center the computer will be diagnosed for any damage or defects and if found any defects with the product, the repairs will be completed and returned backHowever, if found any induced damage after the diagnosis, you will be contacted by the repair center for further repair which would include a costPlease do respond with the shipping address if you agree to the sameI look forward to your response and cooperationRegards, [redacted] Dell | Advanced Resolution GroupPhone + [redacted] *** *** [redacted] My work schedule is from 9:am - 6:pm CST Monday to Friday I responded to his email with thisI remember telling you never to contact me again after the first time you called being rude! Yet, you call back only trying to pretend to be someone different from Dell this timeAgain, you were rude and unhelpful! As I told you on the phone and you refused to listen, I am not sending my computer back with you telling me that it's damaged because of an accidentIt was NEVER dropped or nothing happened AT ALL to damage it! You also told me that if there was any damage that was not a motherboard, hard drive, or etcit was not covered by the warrantyI tried explaining to you that the laptop had not been damaged by anything other than opening and closing it and that DELL made a faulty product that would not lastI have not had this laptop even a year and the hinges should not break that soon! As you can see from these links numerous people are complaining about Dell laptop hinges being faulty yet you and your company blame ME! [redacted] As you can see, numerous people with complaints about Dell laptop hinges! You can say all you want that they would be recalled if it were an issue but clearly Dell doesn't want to own up to their crappy parts on the laptops they sell! It's not only the Dell laptop I have but it seems ALL Dell laptops have hinge problems! Yet, you and your company blame me? Haha! Fact is, I bought a laptop because I need it for schoolYou want me to send my laptop back when you are telling me that Dell won't fix it unless it is what "Dell" considers a faulty partLike you told me, Dell won't be fixing my laptop without me paying to have it fixedWell guess what? I'm not paying Dell to fix ANYTHING when Dell makes crappy products and if you bother reading the links I sent you it wouldn't be worth me paying to have it fixed anyway because it'll only break again! Again what does that tell you? DELL MAKES FAULTY PRODUCTS!!! I no longer wish to be contacted by YOU because you talk down to me everytime you call and act like I have no clue when it's YOU that don't have a clue! I told you I wanted to talk to a supervisor and you informed me that it would not be escalated any furtherUntil Dell agrees to FIX my problem at NO COST like should be, I will not be sending it in for "diagnosis", as you called it! I explained to you what was wrong with the laptop and you told me I would have to pay for the "damages"I'm not wasting my time trying to find somewhere to borrow a laptop to do school while Dell decides "IF" they will fix it when I've already been told Dell wouldn't! Even though my laptop is a piece of crap that won't close, I still have to use it for school! I'm sure I'll be buying a replacement as soon as I can afford one because it's just a matter of time before the touchscreen quits working since the hinge causes the casing to be pushed out from the screenAs I told you, I refuse to remove the complaint filed with the Revdex.comDell has HORRIBLE customer serviceTheir employees are rude and lie! Anything further needs to be through the Revdex.com because I will not be subjected to your rudeness and harassment! [redacted] I want my laptop fixed at Dell's expense and I will not agree to this as resolved unless that is done or I am refundedMy laptop is under warranty and it's clear that Dell has an issue with the hinges and Dell is not owning up to the issues [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms***, our representative advised Ms [redacted] that Dell no longer has parts available for her system and contacting a local technician would be her best optionHe respectfully denied her request for a replacement system or reimbursement per the out of warranty status of the systemWe regret any dissatisfaction Ms [redacted] may have experiencedOur representative, ***, may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate that the customers’ original hard drive and cable were sent to him in FebruaryDue to the customers continued claims that he was promised a replace drive as a goodwill gesture another replacement hard drive and cable were sentOur records indicate they were sent on March under Federal Express tracking [redacted] shows delivered on 3/7/If the customer needs further help he may contact Dell Support via chat, email or phone by visiting www.Dell.com/ContactSincerely, Advanced Resolution Group [redacted] Dell Inc
Dell representative, [redacted] , is attempting to reach the customer by phone and email; however, has not yet been able to discuss the contents of the correspondenceWe remain available to assist and ask that the customer contact our representative at [redacted]
Thank you for the letter from [redacted] Our representative has been in contact with the customer and dispatched onsite service
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 The customer is contacting the Revdex.com about a pricing error on Dell’s website during the Black Friday/Cyber Monday sales; regarding the Dell UltraSharp Dual Monitor Bundle U2412M with MDSmonitor stand The incorrect price was showing as $instead of the correct price of $ Once Dell discovered the mistake, the links were disabled and any orders that may have been placed were canceled by Dell Dell realizes situations such as this can be disappointing for our customers so we truly do apologize Please understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errors In fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell and reserves the right to cancel any orders resulting from such errors." We appreciate the customer taking the time to bring this observation to our attention Our merchandizing team is aware of this pricing error We are sorry, but we are unable to honor the wrong price and must respectfully deny any request we may encounter Our representative, [redacted] has communicated this information to our customer Please have the customer contact our representative directly by email at [redacted] @Dell.com if they have any other concerns regarding 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 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 expedited the customer’s order and it has been delivered as soon as was possible 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
Complaint: I am rejecting this response because:To be fair - I was not able to participate in the OS restore last week due to my job requirements Although I tele-compute, I was on-call for operations support and was unable to allow my phone to be tied up for an extended period of time.I did have a conversation with the Dell representative mid-week and at that time, advised him there was no data on the computer so a backup was not needed.I emailed the rep on Friday, May to setup an OS install for Monday at 9am, assuming he would call me On Monday, I never received a call and sent another email at 2:30pm that day to attempt setting up a time for the OS install I received a response that told me to backup (which is not needed due to no data on the machine) and to contact them during business hours (which I did and have been, being told that was 9am to 6pm), and instruct to call the support line After calling the support line multiple times in the past, and already doing several OS installs under their direction, and yet to have the OS installed correctly, I have no assurance that I will luck out and get the right person who know how to load this configurationAt this time, I have a purchase a Dell 'Power' that runs a lot slower than the old computer it's replacing In short, I have attempted to contact the Dell representative to do the OS install (via email) and am waiting for a time period as to when the advance support can direct the OS install so that it is correct Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Dell once again refuses to acknowledge the true nature of my complaint Instead they insist on misrepresenting the facts and doing so with a disregard that borders on contempt.Let me attempt to illustrate what happened to me in terms that might be more universally understandable:Let's ay I drove my car to the dealership seeking their assistance in locating the VIN # for me They replied that they would be happy to assist me but first I needed to submit my csar to inspection At some point during this inspection (that I didn't want or need) my car engine stopped completely and would not re-start The dealership then informs me that they can fix this problem, but only if I pay them $700.This is exactly what happened with Dell They were running a diagnostics scan (that I didn't want or need) when my healthy, robust machine crashed while I was on the phone with them and suddenly would not re-boot at all! They then told me that for $129, they could fix what they caused to break This fact has been confirmed to me by an outside repair service.Additionally, my machine was in the shop when the Windows free upgrade ended, causing me to miss the deadline Dell's solution (of course) was to SELL ME an upgrade with a $discount for my troubles.I remain very angry and disappointed that Dell would behave in this manner I further feel compelled to mention that their repeated insinuations that I was simply seeking free tech support is doubly infuriating They should be very much ashamed of their behavior in this matter Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently spoke to Mr [redacted] regarding his concernsPlease note that Mr [redacted] made a system purchase “Order# [redacted] ”, which was delivered on February 19, under FedEx Tracking# [redacted] Furthermore, he disputed the charges with his bank and has already received the creditOur records show that Mr [redacted] failed to return the system back to DellOur representative advised Mr [redacted] to return the system or he will continue to get collection calls; however, Mr [redacted] elected not to comply with the return requestWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience Our representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns in regards to this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Today’s Date: 08/28/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] ***, to address the contents of their correspondenceAt this time the agent has confirmed the customer received their orderWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] should there be any additional questions or concerns Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have gone through an extremely frustrating year with DELL Every issue, every problem that I confronted them with that I felt they are responsible for, they either ignored me, sidestepped, did the transfer to nowhere game I will be able to furnish you with so many e-mails from DELL you will not want to hear about them again They have always put me through hell to take care of what issues were their responsibility When I received messages from this person it was always a reply that would stall the outcome When I received the last e-mail (which is the carbon copy of the 1st - she just changed the "I will not be able to get back to you until..." Each was days - I told her it was time sensitive When I received the last "copy" of the 1st msgI wrote back (I will provide the e-mail if you wish) saying that there was no reason for her to stall me again - she claimed to have not gotten a phone response times -- when I never received a call I told her on Monday (she was trying to put me off again until Wed.) that there was absolutely no reason for her to put me off just like the last e-mail - and told her I expect to hear from her Tuesday She replied on Tuesday - see, just a stall tactic She replied to me by phone, finally She was rude Unprofessional to put it nicely Kept repeating that I was told by her (?) that my warranty was expired in March and at that time she told me to purchase an extension??? No, she did not After a year of dealing with Dell back and forth - how may weeks of hoursI find her telling me that I am simply not going to get help What person would even consider purchasing an extended warranty when reading all of the same issues, same computer, same responses - with or without warranty - DELL just tells you to go to ___ rhymes with dell! I am tired of this company getting away with everything I want this (already so-called "repaired by them) laptop serviced They do not tell the truth - which means only one thing: they lie They rip you off They do not care They do not deserve to have what they have I do deserve to have my very malfunctioning laptop fixed however This is pathetic You should read how many are dealing with the same thing - model - DELL Inspiron core Series They really do need to deal with customers in a positive way - not reduce them to feeling there is no way to get what we deserve just becausedell said so from which planet? [redacted]
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by [redacted] lA Dell representative contacted the customer regarding the issues described in her correspondenceOur representative provided a return for credit for the keyboard and our records indicated the keyboard has been returned and the credit applied to the original form of payment We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at [redacted] Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and support and wants a full system exchange We regret any dissatisfaction she may have experienced and appreciate the feedback Since the date of our last response, our records indicate an exchange computer has been shipped to the customer Our representative followed up with the customer to provide an update regarding the shipment and remains available should the customer need further assistanceWe ask that she contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative reached out to the customer offering further assistances but respectfully denying the return requestWe remain available to assist the customerOur representative may be contacted directly by e-mail at [redacted] @Dell.com Sincerely, Advanced Resolution Group [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 Dell promotion We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell 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 Given that problems do happen on occasions such as during extreme volume of customers on Dell’s site, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handSince the date of the submission, a Dell representative contacted the customer to advise that we would not be able to provide the computer at the promotional price as the promotion ended The customer requested a similar computer at the same promotional price which our representative denied We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted MrYip regarding his concernsOur representative informed him of the terms and conditions of Gift Cards [redacted] After further review, our representative processed a Gift Card and followwith Mr [redacted] to confirm resolutionWe 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 MrYip 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 Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative worked with our receiving department to resolve this matterOur records show that a credit for order# [redacted] has been posted to the original form of paymentOur representative also followwith Mr [redacted] to 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 the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants a refundWe 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 Warranty and the Return PolicyPlease note that a refund for the order number [redacted] has been posted to the original form of paymentOur representative also followto confirm resolutionShould Mr [redacted] have any additional concerns regarding this case, he 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