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
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]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact with the customer and respectfully denied the request for a replacement product key for her Office As Dell does not own the licensing for these products, we are unable to provide the customer with the product key as they requestedMicrosoft provides access to reinstallation through the customer’s Microsoft account, created by the customer and used to register and activate the softwareWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, Advanced Resolution Group Incident 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
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
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, 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 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
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]
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, 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
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
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
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]
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, 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, 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
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
Complaint: [redacted] I am rejecting this response because:The lock Dell mentions "TZ08T" will not fit in my computerI already purchased one of these locks and it did not fitThe Noble Lock company confirmed to me that the TZ08T will not fit into my Dell Inspiron 13-7352, because the lock slot in my computer was not properly manufactured by Dell.Dell has offered onsite service to replace the defective partHowever, Dell will offer me no warranty on the replaced part and no warranty or protection relative to any potential damage or issues caused to my system by the replaced part or the onsite technician performing the repairDell said a hinge piece needs to be replaced, but I believe the top case of may computer also has a problem relative to the lock slotI requested a picture of part to be replaced and details about the replacementDell will not send me any pictures of the part to be replaced or any details about the replacementThey tell me the onsite technician would answer questionsI told Dell that I wanted more information before I agreed to have a Dell onsite technician take apart my laptop to replace a part for the repair, as with no warranty or protection from Dell I am taking all of the riskI do not feel I should have to take all of the risk, as the fact that Dell states a part needs to be replaced means that Dell has admitted to my computer having a defective part.If Dell will not provide me any warranty protection for part being replaced and not warranty or protection relative to the repair then I am not going to allow a Dell technician to work on my computerI would prefer a lock that would fit into my undersized lock slot versus having someone taking apart my computer, when I being offered no protection relative to the repair even though the repair is required, because of a defective part.Regards, [redacted]
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
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]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact with the customer and respectfully denied the request for a replacement product key for her Office As Dell does not own the licensing for these products, we are unable to provide the customer with the product key as they requestedMicrosoft provides access to reinstallation through the customer’s Microsoft account, created by the customer and used to register and activate the softwareWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, Advanced Resolution Group Incident 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: nothing in Dell's response addressed my complaint Regards, [redacted]
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
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, 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 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
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]
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, 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
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
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
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]
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, 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, 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
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
Complaint: [redacted] I am rejecting this response because:The lock Dell mentions "TZ08T" will not fit in my computerI already purchased one of these locks and it did not fitThe Noble Lock company confirmed to me that the TZ08T will not fit into my Dell Inspiron 13-7352, because the lock slot in my computer was not properly manufactured by Dell.Dell has offered onsite service to replace the defective partHowever, Dell will offer me no warranty on the replaced part and no warranty or protection relative to any potential damage or issues caused to my system by the replaced part or the onsite technician performing the repairDell said a hinge piece needs to be replaced, but I believe the top case of may computer also has a problem relative to the lock slotI requested a picture of part to be replaced and details about the replacementDell will not send me any pictures of the part to be replaced or any details about the replacementThey tell me the onsite technician would answer questionsI told Dell that I wanted more information before I agreed to have a Dell onsite technician take apart my laptop to replace a part for the repair, as with no warranty or protection from Dell I am taking all of the riskI do not feel I should have to take all of the risk, as the fact that Dell states a part needs to be replaced means that Dell has admitted to my computer having a defective part.If Dell will not provide me any warranty protection for part being replaced and not warranty or protection relative to the repair then I am not going to allow a Dell technician to work on my computerI would prefer a lock that would fit into my undersized lock slot versus having someone taking apart my computer, when I being offered no protection relative to the repair even though the repair is required, because of a defective part.Regards, [redacted]