Today’s Date: 01/27/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 continues to work with the customerWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell representative, [redacted] , did attempt to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submissionWe remain available to assist and ask that the customer contact our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group FID: [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] * [redacted] Thank you for providing a copy of the customer’s submission The customer has contacted the Better Business Bureau regarding a Dell Alienware RNotebook Computer he had purchased from CostCo The customer has reported issues with the Liquid Crystal Display (LCD) on the computer and each repair attempt by Dell, per the customer, has failed The customer ideally, would like a refund, however, Dell is unable to provide Mr [redacted] a refund since he did not purchase the system from Dell; if the customer wishes a refund, they will need to contact their seller to make this request Our records indicate Dell representative; [redacted] has explained to the customer a refund is not possible however, Dell will stand by the hardware warranty and address the LCD concerns appropriately [redacted] had authorized an onsite service call to replace the necessary parts on the computer but had informed the customer if there remains an issue, then the best course of action will be to ship the computer to the depot for repair; at that time, the customer agreed to this resolution The customer has reported there remains an issue with the LCD after the onsite service call was completed, so [redacted] suggested the depot repair Mr [redacted] has declined to accept the depot repair at this time He has expressed he wishes a refund only We hope the customer changes his mind and accepts the depot repair as Dell remains ready to help the customer per the Terms and Conditions of the hardware warranty The customer has [redacted] ’s contact information should they change their mind and accept support from Dell Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because: it is no different than what I have been being told since the issue first arose (as soon as the machine came out of the box) The technical support to date has been unsuccessful in repairing the machine, and it has been returned worse off than when it was sent to Dell Again, repeating the information in my complaint, I have PREMIUM service already for technical support, the Dell repair person came to the [redacted] ans stripped the screws, which then required that the machine be sent to the local Dell repair facility It was gone for weeks, came back with the stripped screws still in place, no paperwork or explanation of what (if anything) was done to the machine, and calls to the service line were escalated to a manager who never returned any callsI respectfully declined the offer for more service The machine is a lemon, and has been since it was received I am out of time and patience with this machine and the Dell response to it As I explained to [redacted] (the Dell representative) who called (and then I followed up with an email), it would be much wiser and less expensive for the Dell Corporation to allow me to return the laptop and refund my money for this lemon machine The amount of time and money which has been wasted already is major for me, and small change for Dell The machine is barely used, and looks new Dell could easily turn around, fix it, and sell it to someone else I cannot use the machine, it is too unpredictable and faultyI am still requesting a return and refund for this machine It should also be covered under the state of [redacted] 's lemon law as well, but I was hoping not to have to go there There is something seriously defective with this machine, and I do not believe that it is fair to ask me to allow work to continue to be done on an expensive machine that is flawed.Please allow a return and refund immediately Regards, [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 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] explained to the customer his computer is out of warranty and any repairs would be fee based, but he did offer a 10% discount on the repair 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,Thank you for providing a copy of Ms [redacted] ’s submission Ms [redacted] expressed dissatisfaction with unauthorized charges from Dell We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative was assigned to this case and was unable to locate any Dell customer or order information for Ms [redacted] Our representative contacted Ms [redacted] and she indicated that the funds had been credited back to her account We ask that Ms [redacted] contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
thank you for providing a copy of the customer’s submissionA Dell representative will be assigned to this case and will contact the customer to address the contents of the correspondence
Complaint: [redacted] I am rejecting this response because: The sleep issue is resolved Dell continued to recommend reloading Win OS versions and then updating In contrast Microsoft suggested I install a clean Win load directly from Microsoft to avoid upgrade issues Microsoft's suggestion worked.Dell is continuing to attempt to resolve the wireless performance issues.The issue with the AMD video card (fan shroud blocked by Sound Card installed during system manufacture) is not yet resolved.In summary, the key security issue (sleep mode) is resolved.NOTE: Interesting that Dell requested that the customer "reframe" from contacting frontline resources E-mails from Ms [redacted] actually recommend contacting Tech Support when attention to problems is needed Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsOur records show that an onsite service was completed of September 26, 2016; furthermore, our representative confirmed hardware functionality Ms [redacted] is demanding restoration of her personal data, compensation, replacement, or refundOur records show that there was not any wrong doing by the Dell technician who provided technical assistance to Ms***, accordance with the terms and conditions of the limited hardware warrantyOur representative also informed Ms [redacted] of the terms and conditions of sale, which dictates that Dell will have no liability for loss or recovery of data, programs or loss of use of system(s)Her request for data recovery, compensation, replacement, or refund was respectfully denied [redacted] We 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 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 the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently spoke to Mr [redacted] regarding his concernsOur representative explained the terms and condition of sale and the return policyAs a gesture of goodwill and in the interest of customer satisfaction, product returns were processedPlease note that the credits have 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 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer’s account does not reflect the information the customer claimsDell cannot provide special pricing on warranty when purchased after the point of saleIf the customer has any further questions he may contact the representative by emailing [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 Dell service and support and wants a refund to a promotional gift card for part of an order which did not ship We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative attempted to contact the customer to discuss his concerns and provide assistance Our representative verified the backlogged item was now cancelled and Dell’s internal gift card team applied a refund to the customer’s gift card Should the customer still need assistance, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Today’s Date: 12/24/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 correspondenceWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I chose to not accept calls due to the frustrations of customer serviceI wanted my comppaint to be heard which now Dell is calling after I complained Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] followed up with the customer and provided a ref# [redacted] posted January 9thWe ask that the customer follow back up with his bank with any further questionsSincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] *** There is no setting to fix this, I have been trouble shooting with Dell for months It is a design flaw in the system They claim a gaming laptop cannot play games while using as a laptop, however all other laptops can accomplish this This is a gaming laptop they are charging $for, so it should be able to play games while you are using it as a laptop, that is what it was purchased for It cannot do the thing it is supposed to be designed to do and they do not care they are selling a faulty laptop, they will not fix it or replace it I want a laptop that works how it should, and this does not There are no warnings before you spend the $on this that you cannot game on it while using it as a laptop, if there were I would have bought another laptop from another company, because like I said, I have used several other laptops, and they all can accomplish this
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 concernsPlease note that due to parts availability issues, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered to Mr [redacted] on September 22, under FedEx Tracking# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @EDell.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 Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsIn the interest of customer satisfaction, our representative processed a product returnOur records show that a credit for order# [redacted] has been processedOur representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly 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
Thank you for providing a copy of the customer submission A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolution The representative can bereached directly by email at [redacted]
Dear Revdex.com, Our records indicate the representative has followed up with the customer and confirmed the Gift Card number and that it is a valid gift cardThe representative advised the customer to contact sales again to place a system order or she may go online to purchasePlease have the customer contact the representative by emailing at [redacted] _***@Dell.com with any additional questions or concerns Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 01/27/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 continues to work with the customerWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell representative, [redacted] , did attempt to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submissionWe remain available to assist and ask that the customer contact our representative at [redacted] @Dell.com Sincerely, Advanced Resolution Group FID: [redacted] Dell
Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] * [redacted] Thank you for providing a copy of the customer’s submission The customer has contacted the Better Business Bureau regarding a Dell Alienware RNotebook Computer he had purchased from CostCo The customer has reported issues with the Liquid Crystal Display (LCD) on the computer and each repair attempt by Dell, per the customer, has failed The customer ideally, would like a refund, however, Dell is unable to provide Mr [redacted] a refund since he did not purchase the system from Dell; if the customer wishes a refund, they will need to contact their seller to make this request Our records indicate Dell representative; [redacted] has explained to the customer a refund is not possible however, Dell will stand by the hardware warranty and address the LCD concerns appropriately [redacted] had authorized an onsite service call to replace the necessary parts on the computer but had informed the customer if there remains an issue, then the best course of action will be to ship the computer to the depot for repair; at that time, the customer agreed to this resolution The customer has reported there remains an issue with the LCD after the onsite service call was completed, so [redacted] suggested the depot repair Mr [redacted] has declined to accept the depot repair at this time He has expressed he wishes a refund only We hope the customer changes his mind and accepts the depot repair as Dell remains ready to help the customer per the Terms and Conditions of the hardware warranty The customer has [redacted] ’s contact information should they change their mind and accept support from Dell Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because: it is no different than what I have been being told since the issue first arose (as soon as the machine came out of the box) The technical support to date has been unsuccessful in repairing the machine, and it has been returned worse off than when it was sent to Dell Again, repeating the information in my complaint, I have PREMIUM service already for technical support, the Dell repair person came to the [redacted] ans stripped the screws, which then required that the machine be sent to the local Dell repair facility It was gone for weeks, came back with the stripped screws still in place, no paperwork or explanation of what (if anything) was done to the machine, and calls to the service line were escalated to a manager who never returned any callsI respectfully declined the offer for more service The machine is a lemon, and has been since it was received I am out of time and patience with this machine and the Dell response to it As I explained to [redacted] (the Dell representative) who called (and then I followed up with an email), it would be much wiser and less expensive for the Dell Corporation to allow me to return the laptop and refund my money for this lemon machine The amount of time and money which has been wasted already is major for me, and small change for Dell The machine is barely used, and looks new Dell could easily turn around, fix it, and sell it to someone else I cannot use the machine, it is too unpredictable and faultyI am still requesting a return and refund for this machine It should also be covered under the state of [redacted] 's lemon law as well, but I was hoping not to have to go there There is something seriously defective with this machine, and I do not believe that it is fair to ask me to allow work to continue to be done on an expensive machine that is flawed.Please allow a return and refund immediately Regards, [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 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] explained to the customer his computer is out of warranty and any repairs would be fee based, but he did offer a 10% discount on the repair 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,Thank you for providing a copy of Ms [redacted] ’s submission Ms [redacted] expressed dissatisfaction with unauthorized charges from Dell We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative was assigned to this case and was unable to locate any Dell customer or order information for Ms [redacted] Our representative contacted Ms [redacted] and she indicated that the funds had been credited back to her account We ask that Ms [redacted] contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
thank you for providing a copy of the customer’s submissionA Dell representative will be assigned to this case and will contact the customer to address the contents of the correspondence
Complaint: [redacted] I am rejecting this response because: The sleep issue is resolved Dell continued to recommend reloading Win OS versions and then updating In contrast Microsoft suggested I install a clean Win load directly from Microsoft to avoid upgrade issues Microsoft's suggestion worked.Dell is continuing to attempt to resolve the wireless performance issues.The issue with the AMD video card (fan shroud blocked by Sound Card installed during system manufacture) is not yet resolved.In summary, the key security issue (sleep mode) is resolved.NOTE: Interesting that Dell requested that the customer "reframe" from contacting frontline resources E-mails from Ms [redacted] actually recommend contacting Tech Support when attention to problems is needed Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsOur records show that an onsite service was completed of September 26, 2016; furthermore, our representative confirmed hardware functionality Ms [redacted] is demanding restoration of her personal data, compensation, replacement, or refundOur records show that there was not any wrong doing by the Dell technician who provided technical assistance to Ms***, accordance with the terms and conditions of the limited hardware warrantyOur representative also informed Ms [redacted] of the terms and conditions of sale, which dictates that Dell will have no liability for loss or recovery of data, programs or loss of use of system(s)Her request for data recovery, compensation, replacement, or refund was respectfully denied [redacted] We 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 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 the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently spoke to Mr [redacted] regarding his concernsOur representative explained the terms and condition of sale and the return policyAs a gesture of goodwill and in the interest of customer satisfaction, product returns were processedPlease note that the credits have 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 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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer’s account does not reflect the information the customer claimsDell cannot provide special pricing on warranty when purchased after the point of saleIf the customer has any further questions he may contact the representative by emailing [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 Dell service and support and wants a refund to a promotional gift card for part of an order which did not ship We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative attempted to contact the customer to discuss his concerns and provide assistance Our representative verified the backlogged item was now cancelled and Dell’s internal gift card team applied a refund to the customer’s gift card Should the customer still need assistance, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Today’s Date: 12/24/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 correspondenceWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I chose to not accept calls due to the frustrations of customer serviceI wanted my comppaint to be heard which now Dell is calling after I complained Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] followed up with the customer and provided a ref# [redacted] posted January 9thWe ask that the customer follow back up with his bank with any further questionsSincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] *** There is no setting to fix this, I have been trouble shooting with Dell for months It is a design flaw in the system They claim a gaming laptop cannot play games while using as a laptop, however all other laptops can accomplish this This is a gaming laptop they are charging $for, so it should be able to play games while you are using it as a laptop, that is what it was purchased for It cannot do the thing it is supposed to be designed to do and they do not care they are selling a faulty laptop, they will not fix it or replace it I want a laptop that works how it should, and this does not There are no warnings before you spend the $on this that you cannot game on it while using it as a laptop, if there were I would have bought another laptop from another company, because like I said, I have used several other laptops, and they all can accomplish this
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 concernsPlease note that due to parts availability issues, our representative processed a replacement unitOur records show that the replacement order# [redacted] was delivered to Mr [redacted] on September 22, under FedEx Tracking# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @EDell.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 Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsIn the interest of customer satisfaction, our representative processed a product returnOur records show that a credit for order# [redacted] has been processedOur representative also followwith Ms [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly 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
Thank you for providing a copy of the customer submission A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolution The representative can bereached directly by email at [redacted]
Dear Revdex.com, Our records indicate the representative has followed up with the customer and confirmed the Gift Card number and that it is a valid gift cardThe representative advised the customer to contact sales again to place a system order or she may go online to purchasePlease have the customer contact the representative by emailing at [redacted] _***@Dell.com with any additional questions or concerns Sincerely Advanced Resolution Group Incident [redacted] Dell Inc