Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our records indicate a replacement order has been processed and delivered to the customer; however, the customer has not responded to contact attemptsOur representative remains available and may be contacted directly via email at [redacted] @Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has authorized a return for credit due to the historyThe representative will update the customer once the order is received in and credit postedPlease have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matterSincerely 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 A Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative offered to assist the customer with the consolidation but the customer declined and just wanted us to receive his feedbackWe remain available to assist the customer if neededPlease 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
A Dell representative is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact our representative at [redacted]
Dear Better Business Bureau, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants the system servicedWe 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 assistanceIn the interest of customer satisfaction, his Dell unit has been servicedOur representative also followto verify that the unit was functioning properlyShould Mr [redacted] have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting www.Dell[redacted] , or for online assistance at www.Dell[redacted] Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, Our records indicate that Dell representative [redacted] has contacted Mr [redacted] offering the new system exchangeAt this time the representative is waiting for the customer to follow up to confirm on the resolutionThe representative can be reached directly by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Our records indicate that the customer was offered a refurbished exchange which is in accordance with the hard ware warrantyMr [redacted] has declined this offer a return as we have explained it not an optionWhen the customer is ready to move forward with the exchange the customerThe customer can contact Dell Support via chat, email or phone by visiting www.Dell.com/ContactSincerely Advanced Resolution Group Incident [redacted] Dell
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 miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative informed the customer, based on her prior contact with Dell, her order had been cancelled 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 Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concerns [redacted] tracking# [redacted] shows that the package was delivered to his address on December 22nd, Our representative suggested filing a police reportPlease note that Mr [redacted] was unable to obtain a police reportHis request for a replacement unit or refund was respectfully deniedWe 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 questions regarding this case Sincerely, 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 resolution Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is still unsatisfactory to meI was shipped a brand new product that didn't have a working adapter and it took months and a complaint to solve the issueI will accept it but NEVER would I recommend anyone purchase a Dell nor will I againI feel like I should have been compensated in some formNo one ever offered to do anything other than send an adapterIn it's all about providing products that work well and provide GREAT customer serviceNeither of them happened in this situation Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate due to the customer stating he was taking the system overseasDell is required by Federal Law to make sure all “Trade Compliances Laws” are metIn the customers situation this order was not released from the hold until January 2, at that time it was released into productionDell considers this matter closedSincerely, Advanced Resolution Group FID # [redacted] Dell
The customer ordered systems but the orders were cancelled since the customer was not able to speak with the order verification teamHowever, the customer was able to make additional purchases and the new orders were receivedTherefore, our representative closed this case as resolved and completeOur representative may be reached at [redacted] @dell.com
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 Regards, [redacted] ***
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] @Dell.com for any further assistance they may need regarding this matter
Complaint: [redacted] I am rejecting this response because:As stated before within a few weeks of the purchase of my brand-new Dell XPS Computer (Service Tag# [redacted] ), on 3-10-17; I called DELL TECH SUPPORT @ ###-###-#### and reported multiple technical problemsFor one example the FKey when tapped during a restart would not work to bring up the diagnostic panelDell was unsuccessful in fixing the issue over the phoneDell was obligated by their contract to send a technician out to my house within a few days to fix the computerThis never happened; therefore, Dell should send out a brand-new DELL XPS Computer of equal or greater value, (NOT A REFURBISHED COMPUTER)Also, I want the same software package including the same 3.5-year premium support, warranty and McAfee antivirus protection.Had Dell stood by their contract and sent a technician out to my house within a few days of my reporting the issue to them the technician would have seen that the computer was not even assembled correctlyOne of the video cards was not even installedDell had a responsibility to manufacture the computer correctly and this was not doneFurthermore, Dell also broke their contract, because they delayed sending the technician out by monthsHad they sent the technician out within the days, I would have been able to return the computerThey need to honor my request of replacing my computer with a factory new computer not a refurbished computerRegards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the company may have made an error however it is still suspicious that they advertised the sale and processed payment and started processing the order for shipment prior to cancellingI don't know whether it was a purposeful technique to drive sales coinciding with Black Friday sales and get new unique visitors on their website, or to get temporary increase in revenue for financial reasonsI would like my complaint to stand, I understand their position and response but they haven't done anything to dissuade my complaintRegards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative recently contacted Mr [redacted] regarding his concernsAfter further review, our representative processed a replacement Docking Station, which was delivered to Mr [redacted] on January 24, under FedEx tracking number [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
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 if and only if I am refunded $as promisedSo far I still am not the full amount creditedIf I don't see it on the next statement I am opening a new Revdex.com complaint Regards, [redacted]
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 review of the system at the depot showed accidental damage due to this no further internal repairs can be doneIf Dell attempts to repair further damage will accrued when trying to take the system apartUntil the customer pays for the external damage to be repaired no further support can be providedAt this time Dell considers this issue closedIf the customer would like to move forward with the service, the customer may contact Dell’s representative via email at: [redacted] @Dell.comSincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our records indicate a replacement order has been processed and delivered to the customer; however, the customer has not responded to contact attemptsOur representative remains available and may be contacted directly via email at [redacted] @Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has authorized a return for credit due to the historyThe representative will update the customer once the order is received in and credit postedPlease have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matterSincerely 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 A Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and we regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative offered to assist the customer with the consolidation but the customer declined and just wanted us to receive his feedbackWe remain available to assist the customer if neededPlease 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
A Dell representative is attempting to reach the customer by phone and email however, we have not yet been able to discuss the contents of the submission We remain available to assist and ask that the customer contact our representative at [redacted]
Dear Better Business Bureau, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants the system servicedWe 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 assistanceIn the interest of customer satisfaction, his Dell unit has been servicedOur representative also followto verify that the unit was functioning properlyShould Mr [redacted] have any additional concerns regarding this case, he can reach out to Dell by phone, email or chat by visiting www.Dell[redacted] , or for online assistance at www.Dell[redacted] Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Dear Revdex.com, Our records indicate that Dell representative [redacted] has contacted Mr [redacted] offering the new system exchangeAt this time the representative is waiting for the customer to follow up to confirm on the resolutionThe representative can be reached directly by emailing [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Our records indicate that the customer was offered a refurbished exchange which is in accordance with the hard ware warrantyMr [redacted] has declined this offer a return as we have explained it not an optionWhen the customer is ready to move forward with the exchange the customerThe customer can contact Dell Support via chat, email or phone by visiting www.Dell.com/ContactSincerely Advanced Resolution Group Incident [redacted] Dell
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 miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative informed the customer, based on her prior contact with Dell, her order had been cancelled 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 Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concerns [redacted] tracking# [redacted] shows that the package was delivered to his address on December 22nd, Our representative suggested filing a police reportPlease note that Mr [redacted] was unable to obtain a police reportHis request for a replacement unit or refund was respectfully deniedWe 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 questions regarding this case Sincerely, 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 resolution Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is still unsatisfactory to meI was shipped a brand new product that didn't have a working adapter and it took months and a complaint to solve the issueI will accept it but NEVER would I recommend anyone purchase a Dell nor will I againI feel like I should have been compensated in some formNo one ever offered to do anything other than send an adapterIn it's all about providing products that work well and provide GREAT customer serviceNeither of them happened in this situation Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate due to the customer stating he was taking the system overseasDell is required by Federal Law to make sure all “Trade Compliances Laws” are metIn the customers situation this order was not released from the hold until January 2, at that time it was released into productionDell considers this matter closedSincerely, Advanced Resolution Group FID # [redacted] Dell
The customer ordered systems but the orders were cancelled since the customer was not able to speak with the order verification teamHowever, the customer was able to make additional purchases and the new orders were receivedTherefore, our representative closed this case as resolved and completeOur representative may be reached at [redacted] @dell.com
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 Regards, [redacted] ***
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] @Dell.com for any further assistance they may need regarding this matter
Complaint: [redacted] I am rejecting this response because:As stated before within a few weeks of the purchase of my brand-new Dell XPS Computer (Service Tag# [redacted] ), on 3-10-17; I called DELL TECH SUPPORT @ ###-###-#### and reported multiple technical problemsFor one example the FKey when tapped during a restart would not work to bring up the diagnostic panelDell was unsuccessful in fixing the issue over the phoneDell was obligated by their contract to send a technician out to my house within a few days to fix the computerThis never happened; therefore, Dell should send out a brand-new DELL XPS Computer of equal or greater value, (NOT A REFURBISHED COMPUTER)Also, I want the same software package including the same 3.5-year premium support, warranty and McAfee antivirus protection.Had Dell stood by their contract and sent a technician out to my house within a few days of my reporting the issue to them the technician would have seen that the computer was not even assembled correctlyOne of the video cards was not even installedDell had a responsibility to manufacture the computer correctly and this was not doneFurthermore, Dell also broke their contract, because they delayed sending the technician out by monthsHad they sent the technician out within the days, I would have been able to return the computerThey need to honor my request of replacing my computer with a factory new computer not a refurbished computerRegards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the company may have made an error however it is still suspicious that they advertised the sale and processed payment and started processing the order for shipment prior to cancellingI don't know whether it was a purposeful technique to drive sales coinciding with Black Friday sales and get new unique visitors on their website, or to get temporary increase in revenue for financial reasonsI would like my complaint to stand, I understand their position and response but they haven't done anything to dissuade my complaintRegards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Our representative recently contacted Mr [redacted] regarding his concernsAfter further review, our representative processed a replacement Docking Station, which was delivered to Mr [redacted] on January 24, under FedEx tracking number [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
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 if and only if I am refunded $as promisedSo far I still am not the full amount creditedIf I don't see it on the next statement I am opening a new Revdex.com complaint Regards, [redacted]
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 review of the system at the depot showed accidental damage due to this no further internal repairs can be doneIf Dell attempts to repair further damage will accrued when trying to take the system apartUntil the customer pays for the external damage to be repaired no further support can be providedAt this time Dell considers this issue closedIf the customer would like to move forward with the service, the customer may contact Dell’s representative via email at: [redacted] @Dell.comSincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc