Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, [redacted] contacted the customer and apologized for the problemsThe representative authorized a return for full credit and confirmed refund receiptThe representative can be reached at email [redacted] @Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Our records indicate the Dell representative [redacted] followed up with the customer by phone and emailWe ask that the customer follow up with the representative once they are available to discuss the situationPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 02/10/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
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 I feel I must add that Dell has been very courteous in attempting to repair my computer It's unfortunate that it has taken so much time and repeated efforts to bring the computer up to a working condition This was a brand new computer that should not have experienced these issues Even though the computer has been repaired, I am not comfortable with the reliability of this product It has been opened and tinkered with too many times, especially for a brand new computerLooking back on my experience, I appreciate how kind every person has been throughout the resolution of the non-working computerI feel I have been cheated out of valuable time in getting to know the computer's features and capabilities It took months to finally resolve I feel strongly that if I had been dealing with technicians who spoke English as their native language, they would have heard me and what I was saying on my first request for technical support I truly believe that all of my problems were the result of nothing more than a faulty power adapter that was sent with the computer The computer message stated as much Rather than hearing the message I was conveying on the phone, and sending a new power adapter, the technician instructed me to perform trouble shooting techniques that damaged the computer as the power adapter failed during the execution of those computer demands This resulted in having to ship the computer for repairs Once the repairs were completed, the computer was returned with the same faulty power adapter which clearly had not been used during the repair process Once again I encountered power adapter errors Again, the telephone technician did not listen to the message I read from the computer screen Instead an onsite technician was dispatched who thankfully identified the source of the problem, but he did not have all that was required to bring the computer up to specs Unfortunately, the damage was already done by performing trouble shooting techniques that once again damaged the computer as the power adapter failed during the execution of those computer demands The onsite technician ordered a new adapter for me Once that was received, the power adapter error message has not recurred However, once again, the damage had been done by commands that were unable to fully execute due to the power adapter failure resulting in a second return of the computer to Dell for repairs.This time, when the unit was returned, it was not properly closed (sealed) This time a new error--a microphone that passed all diagnostic tests, but was not responding to input Another onsite technician was dispatched with a new part (microphone) He immediately noticed the computer had not been properly closed and suspected that the problem was that the microphone had not been properly seated, or maybe came loose in shipping since the unit was not properly closed Regardless, he replaced the microphone and properly closed (sealed) the unitNow it appears that the computer is functioning as it should Since the computer was sent twice for repairs and twice was returned in less than perfect condition, I don't have confidence that the computer will have a life cycle before it fails again, once the warranty expires, I only have month left At that point I will be forced to replace Given this less than satisfactory experience, it is certain the replacement will not be a DellThanks again Dell for your kind responses I just wish we had been able to communicate better from the start and had avoided all the time and expense in resolving a bad power adapter Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because an indian representative calls me out of the blue at the inopportune times without first scheduling a date/time that would work best for me and leaves a voice message that is inaudible due to being extremely low in volume and spoken with a heavy accent I cannot understand Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I am aware that the warranty is expiredThat is not the issue hereThe issue is that the replacement battery Dell provided me was near the end of usable life (taken from Dell's own Diagnostic Tool) It failed months later, and Dell refuses to take responsibility and do anything about itAlso concerning was my phone call with the Dell Advanced Support representativeHe said on the phone that he could have done something for me if I had contacted Dell within months of receiving the batteryWhen I informed him that it was less than months, he went back on his word and said it is actually monthsHe denied even saying he said months and told me "the customer is not always right"I do not appreciate Dell giving me an old battery as a replacement but appreciate even less being lied to on the phoneThis was quite a disturbing phone interaction with Dell Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , has assisted Ms [redacted] in updating her account and remains available to assist with any further issues [redacted] may be contacted via e-mail at [redacted] _***@Dell.comWe regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:As you can see in the attachment of the email Dell sent me, they wanted us to mail the computer back with the box they never sentThen they lied in their recent response to Revdex.com and said they never said we could mail it backAnother example of the run around we have been gettingWe have responded to every email and callWe have spent time calling them and they make promises that have not been followed through withJust would like my son's computer to workWe planned on getting a second gaming computer for his twin brothers, but if we can't get anywhere, we will be purchasing elsewhere Regards, Keith U***
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 the request to have the repairs covered under warranty was respectfully deniedPhysical damage is not covered under the terms and conditions of the Dell Limited Hardware WarrantyMr [redacted] has paid for the repairs and the system has been repaired and returnedWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [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 We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during September, 2016, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and assist in resolving the technical issues The customer declined this assistance as she was not satisfied with the resolution offered to diagnose and repair the computer We remain ready to assist the customer within the terms of Dell’s Limited Hardware Warranty and our other policies Should the customer reconsider and want assistance, we ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has assisted the customer with the technical issue he had been having with the optical drive not opening and working properly [redacted] arranged an onsite service call to replace the drive for the customer The customer reports the computer is now working as designed We appreciate the customer allowing Dell to address this matter for him Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer confirmed the system is working as designed with part replacementThe customer does have the option to extend the warranty beyond one year but any further compensation is respectfully deniedAt this time Dell considers this issue closedSincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionOur Dell representative [redacted] will be reaching out to Mr [redacted] we would like to point out the warranty type is mail in serviceThe representative made an exception to bring the system into the depot without any prior troubleshooting due to Mr [redacted] ’s refusal to do soWe do show parts were replaced and a hard drive reinstall was doneAt this time Mr [redacted] will need to troubleshoot with the representative in order to determine if this is hard ware related or softwarePlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC [redacted] Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative contacted the customer regarding the issues described in her correspondenceOur representative verified with the customer that the issue has been resolved We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: [redacted] has given incorrect informationI have neither received the gift card nor received any creditI checked my credit card account.This is the worst customer service I have ever experiencedI will never buy anything from Dell anymore 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 concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] Please note that due to parts availability issues, a replacement unit was shipped to Mr [redacted] on July 30, Our records show that the replacement order# [redacted] was delivered to Mr [redacted] on August 2, under FedEx Tracking# [redacted] Our representative 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 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 customerDell records indicate the representative attempted to follow up with the customerThe customer declined support stating he has filed with the Attorney General and wait for themDell remains available to assist the customer under the terms of the warranty Sincerely, Advanced Resolution Group FID # [redacted] Dell
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has processed the customer’s refund Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dell representative, ***, contacted the customer and is working on a reasonable resolutionThe representative can be reached directly by email at [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerA 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 confirmed credits have processed back to her original mode of paymentPlease have the customer contact the representative by emailing at ***_ [redacted] @Dell.com with any additional questions or concernsSincerely 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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative, [redacted] contacted the customer and apologized for the problemsThe representative authorized a return for full credit and confirmed refund receiptThe representative can be reached at email [redacted] @Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Our records indicate the Dell representative [redacted] followed up with the customer by phone and emailWe ask that the customer follow up with the representative once they are available to discuss the situationPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 02/10/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
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 I feel I must add that Dell has been very courteous in attempting to repair my computer It's unfortunate that it has taken so much time and repeated efforts to bring the computer up to a working condition This was a brand new computer that should not have experienced these issues Even though the computer has been repaired, I am not comfortable with the reliability of this product It has been opened and tinkered with too many times, especially for a brand new computerLooking back on my experience, I appreciate how kind every person has been throughout the resolution of the non-working computerI feel I have been cheated out of valuable time in getting to know the computer's features and capabilities It took months to finally resolve I feel strongly that if I had been dealing with technicians who spoke English as their native language, they would have heard me and what I was saying on my first request for technical support I truly believe that all of my problems were the result of nothing more than a faulty power adapter that was sent with the computer The computer message stated as much Rather than hearing the message I was conveying on the phone, and sending a new power adapter, the technician instructed me to perform trouble shooting techniques that damaged the computer as the power adapter failed during the execution of those computer demands This resulted in having to ship the computer for repairs Once the repairs were completed, the computer was returned with the same faulty power adapter which clearly had not been used during the repair process Once again I encountered power adapter errors Again, the telephone technician did not listen to the message I read from the computer screen Instead an onsite technician was dispatched who thankfully identified the source of the problem, but he did not have all that was required to bring the computer up to specs Unfortunately, the damage was already done by performing trouble shooting techniques that once again damaged the computer as the power adapter failed during the execution of those computer demands The onsite technician ordered a new adapter for me Once that was received, the power adapter error message has not recurred However, once again, the damage had been done by commands that were unable to fully execute due to the power adapter failure resulting in a second return of the computer to Dell for repairs.This time, when the unit was returned, it was not properly closed (sealed) This time a new error--a microphone that passed all diagnostic tests, but was not responding to input Another onsite technician was dispatched with a new part (microphone) He immediately noticed the computer had not been properly closed and suspected that the problem was that the microphone had not been properly seated, or maybe came loose in shipping since the unit was not properly closed Regardless, he replaced the microphone and properly closed (sealed) the unitNow it appears that the computer is functioning as it should Since the computer was sent twice for repairs and twice was returned in less than perfect condition, I don't have confidence that the computer will have a life cycle before it fails again, once the warranty expires, I only have month left At that point I will be forced to replace Given this less than satisfactory experience, it is certain the replacement will not be a DellThanks again Dell for your kind responses I just wish we had been able to communicate better from the start and had avoided all the time and expense in resolving a bad power adapter Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because an indian representative calls me out of the blue at the inopportune times without first scheduling a date/time that would work best for me and leaves a voice message that is inaudible due to being extremely low in volume and spoken with a heavy accent I cannot understand Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I am aware that the warranty is expiredThat is not the issue hereThe issue is that the replacement battery Dell provided me was near the end of usable life (taken from Dell's own Diagnostic Tool) It failed months later, and Dell refuses to take responsibility and do anything about itAlso concerning was my phone call with the Dell Advanced Support representativeHe said on the phone that he could have done something for me if I had contacted Dell within months of receiving the batteryWhen I informed him that it was less than months, he went back on his word and said it is actually monthsHe denied even saying he said months and told me "the customer is not always right"I do not appreciate Dell giving me an old battery as a replacement but appreciate even less being lied to on the phoneThis was quite a disturbing phone interaction with Dell Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , has assisted Ms [redacted] in updating her account and remains available to assist with any further issues [redacted] may be contacted via e-mail at [redacted] _***@Dell.comWe regret any dissatisfaction Ms [redacted] may have experienced and appreciate the feedback provided regarding her Dell Experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:As you can see in the attachment of the email Dell sent me, they wanted us to mail the computer back with the box they never sentThen they lied in their recent response to Revdex.com and said they never said we could mail it backAnother example of the run around we have been gettingWe have responded to every email and callWe have spent time calling them and they make promises that have not been followed through withJust would like my son's computer to workWe planned on getting a second gaming computer for his twin brothers, but if we can't get anywhere, we will be purchasing elsewhere Regards, Keith U***
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 the request to have the repairs covered under warranty was respectfully deniedPhysical damage is not covered under the terms and conditions of the Dell Limited Hardware WarrantyMr [redacted] has paid for the repairs and the system has been repaired and returnedWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [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 We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a thirty (30) day Return Period and, as the order invoiced during September, 2016, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to discuss her concerns and assist in resolving the technical issues The customer declined this assistance as she was not satisfied with the resolution offered to diagnose and repair the computer We remain ready to assist the customer within the terms of Dell’s Limited Hardware Warranty and our other policies Should the customer reconsider and want assistance, we ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] has assisted the customer with the technical issue he had been having with the optical drive not opening and working properly [redacted] arranged an onsite service call to replace the drive for the customer The customer reports the computer is now working as designed We appreciate the customer allowing Dell to address this matter for him Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer confirmed the system is working as designed with part replacementThe customer does have the option to extend the warranty beyond one year but any further compensation is respectfully deniedAt this time Dell considers this issue closedSincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionOur Dell representative [redacted] will be reaching out to Mr [redacted] we would like to point out the warranty type is mail in serviceThe representative made an exception to bring the system into the depot without any prior troubleshooting due to Mr [redacted] ’s refusal to do soWe do show parts were replaced and a hard drive reinstall was doneAt this time Mr [redacted] will need to troubleshoot with the representative in order to determine if this is hard ware related or softwarePlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC [redacted] Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative contacted the customer regarding the issues described in her correspondenceOur representative verified with the customer that the issue has been resolved We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at [redacted] @Dell.com Sincerely, Advanced Resolution GroupIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: [redacted] has given incorrect informationI have neither received the gift card nor received any creditI checked my credit card account.This is the worst customer service I have ever experiencedI will never buy anything from Dell anymore 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 concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] Please note that due to parts availability issues, a replacement unit was shipped to Mr [redacted] on July 30, Our records show that the replacement order# [redacted] was delivered to Mr [redacted] on August 2, under FedEx Tracking# [redacted] Our representative 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 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 customerDell records indicate the representative attempted to follow up with the customerThe customer declined support stating he has filed with the Attorney General and wait for themDell remains available to assist the customer under the terms of the warranty Sincerely, Advanced Resolution Group FID # [redacted] Dell
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has processed the customer’s refund Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dell representative, ***, contacted the customer and is working on a reasonable resolutionThe representative can be reached directly by email at [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerA 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 confirmed credits have processed back to her original mode of paymentPlease have the customer contact the representative by emailing at ***_ [redacted] @Dell.com with any additional questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc