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 processed a refund as compensation for the customer 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 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 submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, [redacted] contacted the customer and offered to begin troubleshooting with the customer to determine a resolutionThe customer was not ready to work with the representative and stating that a return be authorized or a new exchangeWhich the representative respectfully deniedWe also request that the customer review the hardware warranty in regards to troubleshooting: To distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering onsite serviceFurther, the terms of Dell’s limited hardware warranty dictate that software issues are not covered under the warrantyLastly, even for items under warranty coverage, Dell’s terms dictate that parts and whole units may be repaired or replaced with refurbished productThe representatives follow up calls have not been replied toWe ask that the customer follow up with the representative to begin troubleshooting so a resolution can be determined The representative can be reached directly by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com:I did try to return their call, but apparently misunderstood the caller's name because the rep who answered did not recognize who it was that called me He said they'd call again And someone did cal againI just called and had to leave a voice mail at the extension number left on my cell phone.Anyway, I just wanted to bring to their attention the responses I was getting from their customer service representatives when I was trying to get help with starting my new computer I received help from the retailer and now my computer is working with a different part from another company other than Dell.I am satisfied with the outcome, even though I feel the Dell reps could have been more helpful and at least let me speak to a supervisor and express my concerns Thank you for your attention to this matter Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative [redacted] authorized for an onsite tech to replace partsThe representative confirmed system is working as designedOur 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 the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsAfter further review, it was determined that Dell Financial services (DFS) is working with Federal Deposit Insurance Corporation (FDIC) to resolve this matterOur representative informed Ms [redacted] that she will get an update from DFS through FDIC; therefore, this incident is being closed from our sideWe 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] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has refunded the customer’s gift card value 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative Surendra is currently working on another replacement system configurationThe representative will continue to maintain ownership of the account until a final resolution is in placeThe representative can be reached by emailing [redacted] @Dell.com Sincerely, Advanced Resolution Group FID # [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] After further review, our representative processed an onsite service, which was completed on April 19, Our representative also followwith Mr [redacted] to confirm resolutionHis request for a replacement unit was respectfully deniedWe 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] - [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer’s order invoiced on 5/9/if there was a problem with the performance of the printer this should have been addressed within the first daysAt this time Dell considers this issue closed Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] Our representative also offered technical assistance, as well as, onsite and depot servicePlease note that Mr [redacted] elected not to accept our offer of assistanceHis request for replacement or refund was respectfully deniedWe 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 case 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 submissionThe representative Arun explained a refund or exchange is not an option but authorized a depot serviceOur records indicate the customer has received the packing material to ship the system in for serviceOnce the system has been received and reviewed the representative will follow up with a resolutionPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group [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 discuss her concerns and provide assistance The customer reported that the service dispatch was completed and it appears the technical issues have been resolved The customer may contact our representative at [redacted] @Dell.com for any further assistance she 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 concernsOur representative informed her of the Terms and Conditions of Promotional Gift Cards [redacted] Please note that the promotion was not valid for resellers; therefore, her request for promotional gift card was respectfully deniedWe 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
Complaint: [redacted] I am rejecting this response because:You sent me directly to the person I was complaining about! Yes they said they would fix itThat was NOT the issue I am complaining aboutThe issue I am complaining about is that I have a lemon computer that has had to be returned to Dell times out of the months I have owned itDell has had it in their repair shop about 1/of the time I have purchased itInstead of sending me a new computer that does not break down every months, they keep fixing this bad one and I cannot engage in business because the computer is out for service every other month.A product must pass a warranty of fitness in legal terms that this computer has failed to pass.Dell is not standing behind a warranty of fitness and this is not acceptable Regards, Anastasia ***
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 submissionThe customer confirmed by email to the representative that the card has been receivedPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative informed him of the terms and conditions of Dell Advantage Rewards [redacted] Mr [redacted] confirmed that he received the gift card and the issue has been resolvedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Thank you for providing a copy of the customer submissionDell representative [redacted] contacted the customer and authorized a refurbished exchangeThe representative will follow up once shipping information is availableWe request that the customer follow up with the representative by email at [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 on-line order We regret any miscommunication which may have occurred and appreciate the feedback Dell makes every effort to avoid errors on the Dell site 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 orders arising from pricing or other errors Recently a promotion for two monitors and a monitor stand for $was erroneously listed on the Dell site for $ Dell recognized this pricing error and corrected it Any unfulfilled orders were cancelled and notice was sent to customers Since the date of this submission, a Dell representative contacted the customer to communicate that Dell will not sell the monitors and the stand at the erroneous price of $ Dell will not be offering any concessions for this issue and 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, As Dell’s stance in this matter remains unchanged, no further attempt has been made to reach the customer“As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer/item once the promotion has ended“The representative reviewed the available options with the customerThere will not be any other options offered the customer declined the offerThe customer may locate all the information about Dells return period online at: [redacted] We remain available to assist and ask that the customer contact the representative should they have any additional questions at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [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 processed a refund as compensation for the customer 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 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 submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience Dell representative, [redacted] contacted the customer and offered to begin troubleshooting with the customer to determine a resolutionThe customer was not ready to work with the representative and stating that a return be authorized or a new exchangeWhich the representative respectfully deniedWe also request that the customer review the hardware warranty in regards to troubleshooting: To distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering onsite serviceFurther, the terms of Dell’s limited hardware warranty dictate that software issues are not covered under the warrantyLastly, even for items under warranty coverage, Dell’s terms dictate that parts and whole units may be repaired or replaced with refurbished productThe representatives follow up calls have not been replied toWe ask that the customer follow up with the representative to begin troubleshooting so a resolution can be determined The representative can be reached directly by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com:I did try to return their call, but apparently misunderstood the caller's name because the rep who answered did not recognize who it was that called me He said they'd call again And someone did cal againI just called and had to leave a voice mail at the extension number left on my cell phone.Anyway, I just wanted to bring to their attention the responses I was getting from their customer service representatives when I was trying to get help with starting my new computer I received help from the retailer and now my computer is working with a different part from another company other than Dell.I am satisfied with the outcome, even though I feel the Dell reps could have been more helpful and at least let me speak to a supervisor and express my concerns Thank you for your attention to this matter Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative [redacted] authorized for an onsite tech to replace partsThe representative confirmed system is working as designedOur 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 the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsAfter further review, it was determined that Dell Financial services (DFS) is working with Federal Deposit Insurance Corporation (FDIC) to resolve this matterOur representative informed Ms [redacted] that she will get an update from DFS through FDIC; therefore, this incident is being closed from our sideWe 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] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has refunded the customer’s gift card value 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative Surendra is currently working on another replacement system configurationThe representative will continue to maintain ownership of the account until a final resolution is in placeThe representative can be reached by emailing [redacted] @Dell.com Sincerely, Advanced Resolution Group FID # [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] After further review, our representative processed an onsite service, which was completed on April 19, Our representative also followwith Mr [redacted] to confirm resolutionHis request for a replacement unit was respectfully deniedWe 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] - [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer’s order invoiced on 5/9/if there was a problem with the performance of the printer this should have been addressed within the first daysAt this time Dell considers this issue closed Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] Our representative also offered technical assistance, as well as, onsite and depot servicePlease note that Mr [redacted] elected not to accept our offer of assistanceHis request for replacement or refund was respectfully deniedWe 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 case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: dell has not satisfied my complaint Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative Arun explained a refund or exchange is not an option but authorized a depot serviceOur records indicate the customer has received the packing material to ship the system in for serviceOnce the system has been received and reviewed the representative will follow up with a resolutionPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group [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 discuss her concerns and provide assistance The customer reported that the service dispatch was completed and it appears the technical issues have been resolved The customer may contact our representative at [redacted] @Dell.com for any further assistance she 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 concernsOur representative informed her of the Terms and Conditions of Promotional Gift Cards [redacted] Please note that the promotion was not valid for resellers; therefore, her request for promotional gift card was respectfully deniedWe 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
Complaint: [redacted] I am rejecting this response because:You sent me directly to the person I was complaining about! Yes they said they would fix itThat was NOT the issue I am complaining aboutThe issue I am complaining about is that I have a lemon computer that has had to be returned to Dell times out of the months I have owned itDell has had it in their repair shop about 1/of the time I have purchased itInstead of sending me a new computer that does not break down every months, they keep fixing this bad one and I cannot engage in business because the computer is out for service every other month.A product must pass a warranty of fitness in legal terms that this computer has failed to pass.Dell is not standing behind a warranty of fitness and this is not acceptable Regards, Anastasia ***
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 submissionThe customer confirmed by email to the representative that the card has been receivedPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative informed him of the terms and conditions of Dell Advantage Rewards [redacted] Mr [redacted] confirmed that he received the gift card and the issue has been resolvedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Thank you for providing a copy of the customer submissionDell representative [redacted] contacted the customer and authorized a refurbished exchangeThe representative will follow up once shipping information is availableWe request that the customer follow up with the representative by email at [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 on-line order We regret any miscommunication which may have occurred and appreciate the feedback Dell makes every effort to avoid errors on the Dell site 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 orders arising from pricing or other errors Recently a promotion for two monitors and a monitor stand for $was erroneously listed on the Dell site for $ Dell recognized this pricing error and corrected it Any unfulfilled orders were cancelled and notice was sent to customers Since the date of this submission, a Dell representative contacted the customer to communicate that Dell will not sell the monitors and the stand at the erroneous price of $ Dell will not be offering any concessions for this issue and 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, As Dell’s stance in this matter remains unchanged, no further attempt has been made to reach the customer“As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer/item once the promotion has ended“The representative reviewed the available options with the customerThere will not be any other options offered the customer declined the offerThe customer may locate all the information about Dells return period online at: [redacted] We remain available to assist and ask that the customer contact the representative should they have any additional questions at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc