Dear Revdex.com,Thank you for providing a copy of the customer’s foll submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of our last response, Dell records indicate the customer has been provided a full refund for items returned 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12086310, and find that this resolution is satisfactory to me It is unfortunate that I had to get Revdex.com involved to help with Dell, but I am very grateful for your assistanceHopefully this will be one little drop in Dell's huge bucket that helps them improve their customer service Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I paid extra to purchase a premium laptop and the product does not meet expectations for reliability Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I would like to request that Dell, with their offer to reset my laptop to factory original to also include an 'all inclusive, 24/software warranty' at the price of $(I believe I recall the correct price quoted to me) from this point and will expire at the same time as my purchased hardware warranty expiration date of 03/09/2018; at which point I may purchase any hardware and software warranties at my discretion.I currently am sending this request from my year old HP laptop, because my Dell Laptop still periodically freezes upRegards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I placed the order with the Dell phone sales associateI paid the full amount with my credit card and gift cardsI bought the Dell gift cards from a third party website, but Dell gift cards are sold everywhere ranging from ebay, web resellers, and grocery storesIt is Dell who redeemed the gift cardsI gave Dell the gift card numbers and pins and I gave the information again to the investigating personIt is Dell's responsibility to either deliver the goods or refund my moneyIt is illegal for Dell to just take people's money awayI request Dell refund my gift cards Regards, [redacted] ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response A Dell representative, ***, was assigned this case and attempted to assist the customer Our records indicate our representative contacted the customer and requested additional information to assist in resolving this matter The customer would not provide the information and requested that our representative not contact him again Dell has attempted to address the customer’s concerns and no further attempt will be made to reach the customer regarding this case, per the customer’s request Should the customer reconsider and want our representative’s assistance, we ask that he forward the requested information to our representative at [redacted] @Dell.com and we will be happy to follow up with him to address his concerns Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have only heard from the company that they have received the laptop computer I have had no contact with them since then The matter is not considered closed as I have already done this before and have had no fix to my problems Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I paid for an extended warranty and I was wrongly led to believe that Dell would mentioned in their warranty everything, including damage caused by their technicians Now I being told they don't have to admit in their warranty responsibility in this case That they can omit without giving for knowledge to the consumer on what the warranty fully covers and what it doesn't In addition to call into question that the representative on the phone insulted my wife..and the only response is "we will train better or counsel better" I expected in paying extra on the warranty that it would be better explained and EVERYTHING is mentioned and nothing is hidden with the warranty Now I being told that even if the warranty states that I can request a refurbished replacement of the computer that they dont have to honor the warranty as stated? Whats the point of paying extra on an extended warranty if it will not be honored 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 Regards, [redacted]
Dear Revdex.com, Dell records indicate that the replacement hard drive with the image installed was delivered on 4/11/under Federal Express Tracking [redacted] Sincerely Advanced Resolution Group Incident [redacted] Dell
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 meThey actually went a little beyond what I had requested, so I may patronize the company again in the future 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 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] explained to the customer Dell’s Black Friday deals were of limited quantity and sold out very quickly, Dell cannot offer the wanted merchandise at the advertised price after the supply was exhausted 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
Complaint: [redacted] I am rejecting this response because:The computer has long existent hardware and software problemsI have requested a replacement a long time agoDell is just wasting my time sending the machine to the repair center again and again but it is not at all effectiveThey are dragging me along the way so that my warranty expires and they can waive the responsibilities.Please reference the original message below for their non-effective tech support and customer care: I was enduring that although I prefer not toI did not have the time to argue with them every day because I was also living in Germany most of the time last year and in South America from December to late JanuaryBut that does not mean they can waive the responsibilities and not support their customers or not call back their defective productThis is the worst customer support I have ever seen that constantly kicks me around different departments and the worst ever computer I have ever owned that is not trustable at allIt is the company's failure that they do not know how to arrange their customer support teamAlthough this is an era of globalization, all of their customer service is based in India which has completely different social background and do not blend well with the customers' requests and cannot cope well in customer relations here in the United StatesI have not experienced such embarrassing and frustrating case even when I was staying in India for a short time years ago.Thank you for your consideration [redacted] 12/9/16tomeApologies for thatI understand where you're coming from.However, I am from the Technical Support team so we only process parts replacement and service callsOur Customer Care is the only one that can help you with returning the system at this pointSorry.Sincerely, [redacted] Dell | Resolution ExpertWorking hours: 8:AM - 5:PM CDT | Monday to Friday --- Original Message ---From: " [redacted] ***" < [redacted] >Received: 12/9/10:52:AM CSTTo: "Dell_Support_NAE823" < [redacted] >Subject: Re: Dell Technical Support: Resolution Check SR# [redacted] NopeIs that possible if you can set up with returns for meI am really frustrated about the time I have wasted on this computer.On Fri, Dec 9, at 11:AM, [redacted] < [redacted] > wrote:Hi ***,I do apologize that your system was still having the same issue after being sent to the facility.I see that you called in yesterday and you wanted to just return the systemWere you able to do so?Sincerely, [redacted] Dell | Resolution ExpertWorking hours: 8:AM - 5:PM CDT | Monday to Friday ------ Please do not remove your unique tracking number! ------ >------ Please do not remove your unique tracking number! ------ > Regards, [redacted] ***
Complaint: [redacted] On September 8, 2017, I have sent an email to Mrs [redacted] , the person assigned to my case, but she never replied to my email.We are now September 28, A final resolution has not been reached and is not near to be reached because of their non-existent communications 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 show the onsite and parts dispatches have all been closed out and Dell is not contacting the customer about any part returnsThese may have been automated calls or emails until the parts were receivedAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting [redacted] or for online assistance at [redacted] Sincerely, Advanced Resolution Group FID # [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our records indicate the credits have been applied to the original form of payment and our representative, [redacted] , has contacted her and confirmed We regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience [redacted] may be contacted via email at [redacted] _ [redacted] @Dell.com 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] ***Our representative recently contacted Mr [redacted] regarding his concerns and worked with the collections department to stop the calls related to the battery dispatchesOur records show, both battery dispatches ( [redacted] / [redacted] ) have been closedWe regret any dissatisfaction Mr [redacted] 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 caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Customer expressed dissatisfaction with communication and processing expectations for warranty support We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided When a customer purchases a Dell computer from a third party vendor, Dell uses the receipt from the purchase to determine the start date of the warranty coverage purchased with the computer Our records indicate the customer is experiencing software issues which would not be covered under Dell’s Limited Hardware Warranty which covers hardware components which fail during use We remain available to assist via Dell’s fee-based Out of Warranty support representatives should the customer want to purchase this service and ask that she contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Thank you for providing a copy of the customer’s follsubmission Our representative remains available to assist the customer to address these issues and has been attempting to contact the customer We ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter
Complaint: [redacted] I am rejecting this response because: Just to be clear Mr [redacted] , Dell's Rep., told me on the phone that I would be hearing from Dell's Collection Department I asked him at that time where he would like the Computer sent He gave me response with return instructions I have been issued credit to my credit card after spending an enormous amount of time and $needlessly just to prove that they were wrong Regards, [redacted] [redacted]
Dear Revdex.com,Thank you for providing a copy of the customer’s foll submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of our last response, Dell records indicate the customer has been provided a full refund for items returned 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12086310, and find that this resolution is satisfactory to me It is unfortunate that I had to get Revdex.com involved to help with Dell, but I am very grateful for your assistanceHopefully this will be one little drop in Dell's huge bucket that helps them improve their customer service Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I paid extra to purchase a premium laptop and the product does not meet expectations for reliability Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I would like to request that Dell, with their offer to reset my laptop to factory original to also include an 'all inclusive, 24/software warranty' at the price of $(I believe I recall the correct price quoted to me) from this point and will expire at the same time as my purchased hardware warranty expiration date of 03/09/2018; at which point I may purchase any hardware and software warranties at my discretion.I currently am sending this request from my year old HP laptop, because my Dell Laptop still periodically freezes upRegards, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I placed the order with the Dell phone sales associateI paid the full amount with my credit card and gift cardsI bought the Dell gift cards from a third party website, but Dell gift cards are sold everywhere ranging from ebay, web resellers, and grocery storesIt is Dell who redeemed the gift cardsI gave Dell the gift card numbers and pins and I gave the information again to the investigating personIt is Dell's responsibility to either deliver the goods or refund my moneyIt is illegal for Dell to just take people's money awayI request Dell refund my gift cards Regards, [redacted] ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response A Dell representative, ***, was assigned this case and attempted to assist the customer Our records indicate our representative contacted the customer and requested additional information to assist in resolving this matter The customer would not provide the information and requested that our representative not contact him again Dell has attempted to address the customer’s concerns and no further attempt will be made to reach the customer regarding this case, per the customer’s request Should the customer reconsider and want our representative’s assistance, we ask that he forward the requested information to our representative at [redacted] @Dell.com and we will be happy to follow up with him to address his concerns Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have only heard from the company that they have received the laptop computer I have had no contact with them since then The matter is not considered closed as I have already done this before and have had no fix to my problems Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I paid for an extended warranty and I was wrongly led to believe that Dell would mentioned in their warranty everything, including damage caused by their technicians Now I being told they don't have to admit in their warranty responsibility in this case That they can omit without giving for knowledge to the consumer on what the warranty fully covers and what it doesn't In addition to call into question that the representative on the phone insulted my wife..and the only response is "we will train better or counsel better" I expected in paying extra on the warranty that it would be better explained and EVERYTHING is mentioned and nothing is hidden with the warranty Now I being told that even if the warranty states that I can request a refurbished replacement of the computer that they dont have to honor the warranty as stated? Whats the point of paying extra on an extended warranty if it will not be honored 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 Regards, [redacted]
Dear Revdex.com, Dell records indicate that the replacement hard drive with the image installed was delivered on 4/11/under Federal Express Tracking [redacted] Sincerely Advanced Resolution Group Incident [redacted] Dell
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 meThey actually went a little beyond what I had requested, so I may patronize the company again in the future 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 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] explained to the customer Dell’s Black Friday deals were of limited quantity and sold out very quickly, Dell cannot offer the wanted merchandise at the advertised price after the supply was exhausted 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
Complaint: [redacted] I am rejecting this response because:The computer has long existent hardware and software problemsI have requested a replacement a long time agoDell is just wasting my time sending the machine to the repair center again and again but it is not at all effectiveThey are dragging me along the way so that my warranty expires and they can waive the responsibilities.Please reference the original message below for their non-effective tech support and customer care: I was enduring that although I prefer not toI did not have the time to argue with them every day because I was also living in Germany most of the time last year and in South America from December to late JanuaryBut that does not mean they can waive the responsibilities and not support their customers or not call back their defective productThis is the worst customer support I have ever seen that constantly kicks me around different departments and the worst ever computer I have ever owned that is not trustable at allIt is the company's failure that they do not know how to arrange their customer support teamAlthough this is an era of globalization, all of their customer service is based in India which has completely different social background and do not blend well with the customers' requests and cannot cope well in customer relations here in the United StatesI have not experienced such embarrassing and frustrating case even when I was staying in India for a short time years ago.Thank you for your consideration [redacted] 12/9/16tomeApologies for thatI understand where you're coming from.However, I am from the Technical Support team so we only process parts replacement and service callsOur Customer Care is the only one that can help you with returning the system at this pointSorry.Sincerely, [redacted] Dell | Resolution ExpertWorking hours: 8:AM - 5:PM CDT | Monday to Friday --- Original Message ---From: " [redacted] ***" < [redacted] >Received: 12/9/10:52:AM CSTTo: "Dell_Support_NAE823" < [redacted] >Subject: Re: Dell Technical Support: Resolution Check SR# [redacted] NopeIs that possible if you can set up with returns for meI am really frustrated about the time I have wasted on this computer.On Fri, Dec 9, at 11:AM, [redacted] < [redacted] > wrote:Hi ***,I do apologize that your system was still having the same issue after being sent to the facility.I see that you called in yesterday and you wanted to just return the systemWere you able to do so?Sincerely, [redacted] Dell | Resolution ExpertWorking hours: 8:AM - 5:PM CDT | Monday to Friday ------ Please do not remove your unique tracking number! ------ >------ Please do not remove your unique tracking number! ------ > Regards, [redacted] ***
Complaint: [redacted] On September 8, 2017, I have sent an email to Mrs [redacted] , the person assigned to my case, but she never replied to my email.We are now September 28, A final resolution has not been reached and is not near to be reached because of their non-existent communications 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 show the onsite and parts dispatches have all been closed out and Dell is not contacting the customer about any part returnsThese may have been automated calls or emails until the parts were receivedAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting [redacted] or for online assistance at [redacted] Sincerely, Advanced Resolution Group FID # [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our records indicate the credits have been applied to the original form of payment and our representative, [redacted] , has contacted her and confirmed We regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience [redacted] may be contacted via email at [redacted] _ [redacted] @Dell.com 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] ***Our representative recently contacted Mr [redacted] regarding his concerns and worked with the collections department to stop the calls related to the battery dispatchesOur records show, both battery dispatches ( [redacted] / [redacted] ) have been closedWe regret any dissatisfaction Mr [redacted] 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 caseSincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Customer expressed dissatisfaction with communication and processing expectations for warranty support We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided When a customer purchases a Dell computer from a third party vendor, Dell uses the receipt from the purchase to determine the start date of the warranty coverage purchased with the computer Our records indicate the customer is experiencing software issues which would not be covered under Dell’s Limited Hardware Warranty which covers hardware components which fail during use We remain available to assist via Dell’s fee-based Out of Warranty support representatives should the customer want to purchase this service and ask that she contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Thank you for providing a copy of the customer’s follsubmission Our representative remains available to assist the customer to address these issues and has been attempting to contact the customer We ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter
Complaint: [redacted] I am rejecting this response because: Just to be clear Mr [redacted] , Dell's Rep., told me on the phone that I would be hearing from Dell's Collection Department I asked him at that time where he would like the Computer sent He gave me response with return instructions I have been issued credit to my credit card after spending an enormous amount of time and $needlessly just to prove that they were wrong Regards, [redacted] [redacted]