Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s service and support and states she has the same issue with her computer Dell records indicate the computer was recently repaired and tested prior to being returned to the customer Per the terms and conditions of Dell’s Limited Hardware Warranty, to diagnose technical issues and determine whether and what part dispatches might be necessary, Dell requires troubleshooting steps be performed with a Dell representative prior to rendering warranty service There are no calls logged since the date of our last response to indicate the customer has contacted Dell to report any unresolved issues We remain available to assist the customer under the terms and conditions of the warranty and ask that she contact our representative at [redacted] _ [redacted] @Dell.com for any follow up assistance she may require regarding this matter Alternatively, she may 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 GroupIncident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms and conditions of limited hardware warranty [redacted] As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unitOur records show the replacement order number [redacted] was delivered on December 19, under FedEx tracking number [redacted] Our representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submissionA Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has informed the customer the product key for MS Office was shipped with her system when purchased and Dell cannot replace the product key if she has misplaced it 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 GroupIncident ID# 33357097Dell Inc
Complaint: [redacted] I am rejecting this response because:Dell is providing wrong information that they have refunded fullAs I attached in the screenshot to this email, total cost of product is $and I used $dollars using AMEX Gift Card for dell and remaining paid using my AMEX Credit CardBut Dell is owning only $amount and everytime they are talking about $dollars refundYes I got refund of $amount which I paid using Amex Credit cardBut what about $i used as gift card? Problem here is Dell internal dont have system to check themself what mode of payments customer paid to purchase product so when I called for return specialist provided info about $refund and didnot bother to look at $gift card amount as their system didnot show even I repeatedly asking return specialist to check but instead return specialist provided mis-infomration and there by this issue arisingMy question to dell is to owe responsibility of providing wrong information when I called for returnIf given true and correct information, I would have not returned the product.Now another question arises here isDell is selling product saying days product return with full amountnow if dell is not owning their responsibilities for gift card then where is the question of full refund? are dell not doing fraud of sell product with improper and wrong information? can we sue dell for this fraud?Please help Regards, [redacted]
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur records indicate the item has been delivered and a credit has been applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative remains available and may be contacted directly via email at [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submission A Dell representative [redacted] contacted the customer regarding their concerns with the order the representative apologized for the experienceThe representative offered to assist under the terms and conditions of his warrantyThe customer is demanding a different configuration that what was purchased the representative respectfully denied and again requested the customer work with himWe request the customer review the terms under his warrantyWe have included the link for the customer to review the hardware warranty terms and conditions [redacted] We remain available to assist and ask that the customer contact the representative should they have any additional questions at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at [redacted] for any further assistance she may need regarding this matter
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Dell representative, [redacted] , is continuing to work with the customer to achieve an amicable resolution for their concernsOur representative informed the customer that Dell does not provide compensation for third party services, as the warranty covers hardware components which fail during use and does not include any provisions for compensation apart from replacing hardware components covered under the terms of Dell’s Limited Hardware WarrantyAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative issued a product return and provided the customer with prepaid UPS shipping labelOur records indicate, the customer has yet to ship the product back to DellShould the customer have any additional concerns regarding this case, they can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: [redacted] from Dell contacted meShe asked me to register a reseller account but I didn't get itI was totally confused and don't understand why I need to do soI asked her on the phone but got no explanationAnd later I responded her on the email ask for explanation, but there was no responseBelow are the email I send to [redacted] "Thank for your call todayI am very confused why I need to establish a Reseller accountCan you please explain ? I actually do not have any interest setting up such account but just intend to occasionally buy from your websiteDoes that mean if I do not establish a reseller account, I cannot buy from Dell anymore? If this is the case, can you please help me find a way to redeem my rewards, and then I will move away shopping with other companies online"It seems to me that Dell just want to get through this Revdex.com process and close the caseAs I talked to them, I can shop somewhere elseHowever, I still have >$rewards with them so I wanted to redeem them and get awayHowever, I placed another order today and it got cancelled again 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 recent Dell order We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss their concerns The customer wanted to replace the order at the same price Our representative assisted with processing a new order which has since been received by the customer We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance they 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] A Dell representative recently contacted Ms [redacted] regarding her concerns [redacted] Please note, her request to opt-out of Dell promotions has been processed; however, it may take some time for the changes to take effectIn the interim, she may continue to receive Dell marketing communicationsWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer repaired We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance and, as a one-time goodwill gesture for customer satisfaction reasons, processed an out of warranty repair at no charge to the customer As the customer’s warranty has expired, any future technical issues will need to be addressed via Dell’s fee-based out of warranty repair team 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
Complaint: [redacted] I am rejecting this response because: No one from the company has contacted me since I filed this complaintTheir response listed here is the response that they gave me when I first contacted DellI had the computer in my possession for less than daysThe unit is defectiveTheir response has been that the day window begins at the date the item is shipped not the date of receipt by the purchaserIt's a deceptive and not consumer friendly practiceI have had no contact with Dell since my contact with them to request a return Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Dell has documented service calls during the term of the warranty and it was an ongoing issueNow they want to wash their hands of the problem because a) I didn't buy an extended warranty and b) because I didn't call them REGULARLY (who has time for that?) when I had problems Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Ms [redacted] was professional, courteous, helpful, and very pleasant to deal with I only wish I had dealt with her months ago so all this could have been avoided Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:This is plain falseI never told [redacted] that I was satisfiedHe called to ask about the laptop and I told him that my initial experience was that I still heard the coil whine, i.ethe problem was still thereI further informed him that I would be updating the software to see if that fixed it, but it had notI have not had further time for testing/follow up, but the fact that Dell said "The customer has confirmed with [redacted] his coil whine issue has been resolved" is a complete fabrication.I never said that, ever, and I'm concerned that Dell would do this to a customer and impersonate/falsify their statements.I will be testing the laptop when I return home from the holidays, but this attempt to make the Revdex.com claim go away by falsifying my responses is seriously concerning Regards, [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 informed the customer Dell has provided a concession already and are unable to provide another 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 GroupIncident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsIn the interest of customer satisfaction, a return for graphics card has been processed under order# [redacted] ; furthermore, a replacement graphics card has also been processed under order# [redacted] Our representative 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 via e-mail at [redacted] @Dell.com, in case Mr [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 [redacted] Our representative has been in contact with the customer and as a onetime goodwill gesture, a coupon has been dispatchedOur records indicate the coupon has been receivedWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s service and support and states she has the same issue with her computer Dell records indicate the computer was recently repaired and tested prior to being returned to the customer Per the terms and conditions of Dell’s Limited Hardware Warranty, to diagnose technical issues and determine whether and what part dispatches might be necessary, Dell requires troubleshooting steps be performed with a Dell representative prior to rendering warranty service There are no calls logged since the date of our last response to indicate the customer has contacted Dell to report any unresolved issues We remain available to assist the customer under the terms and conditions of the warranty and ask that she contact our representative at [redacted] _ [redacted] @Dell.com for any follow up assistance she may require regarding this matter Alternatively, she may 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 GroupIncident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms and conditions of limited hardware warranty [redacted] As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unitOur records show the replacement order number [redacted] was delivered on December 19, under FedEx tracking number [redacted] Our representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submissionA Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has informed the customer the product key for MS Office was shipped with her system when purchased and Dell cannot replace the product key if she has misplaced it 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 GroupIncident ID# 33357097Dell Inc
Complaint: [redacted] I am rejecting this response because:Dell is providing wrong information that they have refunded fullAs I attached in the screenshot to this email, total cost of product is $and I used $dollars using AMEX Gift Card for dell and remaining paid using my AMEX Credit CardBut Dell is owning only $amount and everytime they are talking about $dollars refundYes I got refund of $amount which I paid using Amex Credit cardBut what about $i used as gift card? Problem here is Dell internal dont have system to check themself what mode of payments customer paid to purchase product so when I called for return specialist provided info about $refund and didnot bother to look at $gift card amount as their system didnot show even I repeatedly asking return specialist to check but instead return specialist provided mis-infomration and there by this issue arisingMy question to dell is to owe responsibility of providing wrong information when I called for returnIf given true and correct information, I would have not returned the product.Now another question arises here isDell is selling product saying days product return with full amountnow if dell is not owning their responsibilities for gift card then where is the question of full refund? are dell not doing fraud of sell product with improper and wrong information? can we sue dell for this fraud?Please help Regards, [redacted]
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur records indicate the item has been delivered and a credit has been applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative remains available and may be contacted directly via email at [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submission A Dell representative [redacted] contacted the customer regarding their concerns with the order the representative apologized for the experienceThe representative offered to assist under the terms and conditions of his warrantyThe customer is demanding a different configuration that what was purchased the representative respectfully denied and again requested the customer work with himWe request the customer review the terms under his warrantyWe have included the link for the customer to review the hardware warranty terms and conditions [redacted] We remain available to assist and ask that the customer contact the representative should they have any additional questions at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at [redacted] for any further assistance she may need regarding this matter
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Dell representative, [redacted] , is continuing to work with the customer to achieve an amicable resolution for their concernsOur representative informed the customer that Dell does not provide compensation for third party services, as the warranty covers hardware components which fail during use and does not include any provisions for compensation apart from replacing hardware components covered under the terms of Dell’s Limited Hardware WarrantyAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative issued a product return and provided the customer with prepaid UPS shipping labelOur records indicate, the customer has yet to ship the product back to DellShould the customer have any additional concerns regarding this case, they can reach out to our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: [redacted] from Dell contacted meShe asked me to register a reseller account but I didn't get itI was totally confused and don't understand why I need to do soI asked her on the phone but got no explanationAnd later I responded her on the email ask for explanation, but there was no responseBelow are the email I send to [redacted] "Thank for your call todayI am very confused why I need to establish a Reseller accountCan you please explain ? I actually do not have any interest setting up such account but just intend to occasionally buy from your websiteDoes that mean if I do not establish a reseller account, I cannot buy from Dell anymore? If this is the case, can you please help me find a way to redeem my rewards, and then I will move away shopping with other companies online"It seems to me that Dell just want to get through this Revdex.com process and close the caseAs I talked to them, I can shop somewhere elseHowever, I still have >$rewards with them so I wanted to redeem them and get awayHowever, I placed another order today and it got cancelled again 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 recent Dell order We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss their concerns The customer wanted to replace the order at the same price Our representative assisted with processing a new order which has since been received by the customer We ask that the customer contact our representative at [redacted] @Dell.com for any further assistance they 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] A Dell representative recently contacted Ms [redacted] regarding her concerns [redacted] Please note, her request to opt-out of Dell promotions has been processed; however, it may take some time for the changes to take effectIn the interim, she may continue to receive Dell marketing communicationsWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Ms [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants her computer repaired We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance and, as a one-time goodwill gesture for customer satisfaction reasons, processed an out of warranty repair at no charge to the customer As the customer’s warranty has expired, any future technical issues will need to be addressed via Dell’s fee-based out of warranty repair team 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
Complaint: [redacted] I am rejecting this response because: No one from the company has contacted me since I filed this complaintTheir response listed here is the response that they gave me when I first contacted DellI had the computer in my possession for less than daysThe unit is defectiveTheir response has been that the day window begins at the date the item is shipped not the date of receipt by the purchaserIt's a deceptive and not consumer friendly practiceI have had no contact with Dell since my contact with them to request a return Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Dell has documented service calls during the term of the warranty and it was an ongoing issueNow they want to wash their hands of the problem because a) I didn't buy an extended warranty and b) because I didn't call them REGULARLY (who has time for that?) when I had problems Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Ms [redacted] was professional, courteous, helpful, and very pleasant to deal with I only wish I had dealt with her months ago so all this could have been avoided Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:This is plain falseI never told [redacted] that I was satisfiedHe called to ask about the laptop and I told him that my initial experience was that I still heard the coil whine, i.ethe problem was still thereI further informed him that I would be updating the software to see if that fixed it, but it had notI have not had further time for testing/follow up, but the fact that Dell said "The customer has confirmed with [redacted] his coil whine issue has been resolved" is a complete fabrication.I never said that, ever, and I'm concerned that Dell would do this to a customer and impersonate/falsify their statements.I will be testing the laptop when I return home from the holidays, but this attempt to make the Revdex.com claim go away by falsifying my responses is seriously concerning Regards, [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 informed the customer Dell has provided a concession already and are unable to provide another 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 GroupIncident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsIn the interest of customer satisfaction, a return for graphics card has been processed under order# [redacted] ; furthermore, a replacement graphics card has also been processed under order# [redacted] Our representative 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 via e-mail at [redacted] @Dell.com, in case Mr [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 [redacted] Our representative has been in contact with the customer and as a onetime goodwill gesture, a coupon has been dispatchedOur records indicate the coupon has been receivedWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc