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 feedbackSince the date of the submission, a Dell representative contacted the customer to provide assistance Our representative provided e-mail updates to the customer regarding the order and carrier shipping information and remained engaged until the order was delivered The customer may contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matterSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [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 feedbackDell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors Since the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect price We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:to date [redacted] has done absolutely nothing to resolve the problemI have returned the computer as I was asked to do I am still without a computer after over six months of repairs, this is ridiculous Terrible customer service, I have repeatedly "allowed to business days" as they say and they never follow-up See attached, still no word Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: other then calling me once, nothing was resolved to my satisfaction They stated that the prices I was quoted were quoted wrong and that sometimes the sales person does that to earn a sale However, regardless of the incorrect quote, my bill was still increased and I still had to pay for the FREE TV and the DVD Drive I was told was also freeFurthermore, even though the sales person told me the DVD Drive was free, I was then told it wasn't because there was no promotion for a DVD Drive.They have forced me to pay for the FREE TV and the DVD Drive or they would have sent me to collections They have no intention now or ever of refunding any part of that And although it is 100% wrong, they are a large company and can afford to lie and cheat small people like me I can't afford to have my credit ruined Basically, Dell lied and Dell won Regards, [redacted]
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 This matter has been previously addressed a number of times, and regarding the customer’s third rebuttal, no alterations have been/will be made to the final resolutionOur representative reached out to the customer to make certain they understand Dell’s position and the fact that the final resolution will remain unchanged If the customer accepts Dell’s assistance, we will reopen the case and address the matter at that time Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dell representative, ***, remains engaged with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact the representative at [redacted] @Dell.com for any further assistance they may need regarding this matter
Today’s Date: 09/24/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondence At this time the agent has confirmed with the customer their concerns have been addressedWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should there be any other questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:DELL provided a solution that does not take into consideration the inconvenience imposed on me, the customer, to obtain a fully functional product that I continue to pay for DELL has offered additional on site service and for me to send the laptop off for full repairAdditional on-site service (the first one lasted hours), requires an investment of time that is extremely limited for me Sending the laptop off to the DELL DEPOT, without any interim replacement, leaves me completely without a computer while this one is getting fixed and I continue to make monthly payments to DELL.What recourse do I have as a customer? Why does DELL expect me to continue to make monthly payments on a product that is not fully functional with the only remedy being to allow them to continue to fix it? The laptop has not functioned properly since receipt As I stated in my April response, I initially thought it was because of the router I trusted the quality of the new laptop that I had just purchased and assumed that it could not be the issue Unfortunately, I was wrong The penalty for my confidence in the DELL product is that I am not allowed to return it or receive a replacement for it DELL continues however to accept my payments that I submit every month without any problem.Please advise of what options I have as a consumer for DELL acknowledgement and just compensation for the inconvenience of purchasing a defective product They have been allowed the opportunity to repair the laptop - more than once It did not work I can provide the DELL Technician On Site assessment as well as email correspondence between me and DELL about the problem I only demand respect as a paying customer Currently I have a laptop that I cannot remove from the room where the router is located The laptop is NOT mobile at all.....the primary reason that I purchased it was for the mobility As a [redacted] Civilian, I am required to travel often with my job I purchased a laptop to travel with me - however, that is not possible with the laptop that I have Please advise of my options or of any proposed legitimate reconciliation to this situation Thank you 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 worked with our order verification team to resolve the matterOur records show that the replacement unit order# [redacted] was delivered on January 16th, under FedEx tracking # [redacted] As a onetime goodwill gesture, a partial account credit was processedOur 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 via 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,As I described before in my initial complaint description submitted to Revdex.com, emails and calls with DELL, the computer is experiencing consistent hardware failureIt is COMPLETELY that the company representative says there were no on-going or unresolved issues for almost a year from original invoice date, as I have called DELL many times and two dispatches were made with their repair depot.The wifi card has never been working since I have purchased the computerI was first told that it is a software problem during the call with DELL that was made when I just received the computerI really needed a computer at that moment, so I have always been using an external USB wifi adapter with the defective computer as well as consulting my computer expert friends regarding the problem at the same timeI have called the company regarding the problem when I was experiencing itThe other evidence I can submit proving consistent wifi card failure is two external USB wifi cards/adapters orders made for this computer on [redacted] on February 21, and September 19, I can send the complete order history and official WIFI adaptor and computer compatibility information if neededI have also spent about dollars for purchasing the external wifi cards I have to use with DELL’s defective computer, which should be reimbursed by the DELL.In addition to the consistent wifi card failureIn November 2016, I was also experiencing battery and charging problemsI called DELL customer support many times but they weren’t helpful in detecting or fix any problemsI had to bother my friend for his charger and debug by myselfDELL sent me a dispatch label sending the computer back to their repair depot on November 23, They returned my computer to a WRONG address although I have confirmed the correct address with them MANY timesThey weren’t able to fix the problem of the computer and sent the defective and dysfunctional computer back to meThe DELL customer service [redacted] wrote in email on December 9, 2016,” I do apologize that your system was still having the same issue after being sent to the facilityI see that you called in yesterday and you wanted to just return the systemWere you able to do so?”, which indicates my consistent efforts in pursuing an exchange or a return of the defective computer and NO effective repairs were made.They have always been kicking me around different departments instead of solving the problem [redacted] said,” I understand where you're coming fromHowever, 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,” in her email on December 9, When I contact customer service they kick me back to technical support without offering any help,”I regret to inform you that return is not an option as of now I request you to please check with Tech Support if they can process a replacement for your computer.”I was not able to set up a return and a repair with DELL until February because they have always been kicking me around different departments and wasting my timeI was also in Brazil and Argentina until late January, which can be proven by my entry and exit stamps issued by US government and the emails I sent to [redacted] I contacted Dell again when I come back from Argentina regarding the unresolved issue and customer support [redacted] promised that they are sure to fix the problems of the computer if I send it to repair again when I was requesting a return or an exchangeHowever, they weren’t able to fix the computer and it came back with more serious issues added: serious overheat and loud noiseI assume that DELL might have illegally replaced some of my computer’s good parts with refurbished and unqualified partsI could not trust the ability of their engineers because they do not even know how to use terminal commands to write windows system into a USB disk, which is an entry level skillI sent [redacted] four emails to follow up regarding that dispatch and the problems I have with the computerHe has replied to NONE of them.I urge the company to exchange this defective product to a functional computer, as a compensation for the time I have wasted, the stress and frustration I have experienced because of the defective product over the year and the money I have spent in purchasing external wifi cardsRegards,
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 feedbackSince the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist with the refund Our representative confirmed that a full refund has posted to the customer’s account and he should see that reflected on his next billing statement The customer may contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because they have done nothing to address my initial issueThey refuse to acknowledge the shoddy treatment of a long time customer and they have offered nothing substantial to make up for my lost time Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has contacted the customer and dispatched depot serviceWe are awaiting receipt of the system and our representative will remain engaged while the issue is resolvedSincerely, 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 customerDell representative Sreejith is attempting to reach the customer by phone and emailWe ask that the customer follow by emailing the representative at [email protected], Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Unfortunately, the representative never let me speak to his supervisor because he didnt handle this case well at allI mentioned to them that I cannot have Microsoft Office deleted from my hard drive or a replacement in the hard drive because of no product key and no CDThey didnt care and did it any wayThere was no means of communication between anyone it appearsThe representative didnt helpI didnt understand why this matter is closed, by them, especially since there was no follow up I have sent emails to the Revdex.com with respect to all what I am sharing for your recordsThey just didn't helpI pay a lot of money for my extended warrantiesI clearly stated about Microsoft Office and they didnt care I am highly rejecting this situation Attached is the entire communication between me and the representative.Regards, [redacted] ***
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 been working with the customer regarding their concerns Since the customer had expressed a lack of confidence in the trouble-shooting process and had voiced they were not willing to pay the cost of the repair without a technician physically examining the computer first, [redacted] has provided the customer with the choice of one of the following offers: The customer may pay $plus tax for the repair of her computer; this price includes diagnostics, and parts and labor Or The customer may ship her system to the depot to pay a non-refundable fee of $plus tax to cover diagnostics At that time a technician will contact the customer to let them know what part or parts need replaced and how much the repair, parts, and labor will cost for the complete repair If the customer decides to pay Dell to repair their system, the $diagnostic fee will be deducted from the repair cost If the customer decides they do not want to pay Dell for the repair, the $plus tax is non-refundable The customer had told [redacted] they wanted to give this some thought; but [redacted] never heard back from the customer, so he has closed his case We ask that the customer reach out to [redacted] if they decide to move forward with the repair; we will be happy to reopen the case and have [redacted] address the matter with finality at that time Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I did not 'deny' solutions offered until recently due to the months I have had back and forth discussions and 'quick-fix' options from the company At this point the only reason I would prefer to have a refund is because someone has already been out to replace the hard drive and it did not work due to ANOTHER faulty piece of equipment from Dell (the NEW hard drive was DOA as previously stated in my prior complaint) With this happening on top of exhausting all tech support options via phone conversations, it has given me good reason to not be very trusting that no matter what they do to "fix" this device I will have issues I was simply trying to run a business myself with a computer that I thought was made by a well reputable company and ended up losing customers due to having so many issues over the time frame of owning it Yes, asking for a refund is outside of their day policy but the issues I've had with this computer were NOT outside of that window I feel Dell has been extremely unaccommodating during this ordeal and the gentleman that they are saying I need to reach out to is the one I have spoke with ( [redacted] ) and he has been extremely rude to me I am not asking for a refund for no reason, I was sold a faulty device, that was made by Dell (even though I purchased this at [redacted] ***) and have been more than willing to try all options until I ended up with a completely dead piece of equipment At this point I am just beyond tired of all of it and no person should have to go through this with a company that swears their customer satisfaction is their top priority, especially beings that I have been beyond cooperative for such a long period of time having constant issues Regards, [redacted]
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 Dell representative, [redacted] has been instrumental in assisting the customer with their concerns Our records indicate [redacted] has apologized to the customer for the order delay and has changed the ship to address on the shipment back to the original address The order has been delivered to the customer on Wednesday, 01/10/6:p.m Additionally, in the interest of customer satisfaction, [redacted] has provided Ms [redacted] with a Dell coupon which she may use at our website for her next purchase; Ms [redacted] has accepted this assistance and the coupon Ms [redacted] has ***’s contact information if she should need further assistance in this matter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Dell did not seem even a bit trying to resolve the issueThe agents reply was just saying sorry and not to get the issue resolved The delivery date was pushed back two more time and by days, all the time the website showing immediate shippingSo total advertising on Dell's part10% discount offered to me was on regular prices, not anywhere close to Black Friday pricingI have been punished for purchasing at Dell instead of other retailers who offered the same priceNow I have lost money buying at regular price because of Dell's unethical advertising practiceI would not buy again from DellThere is also a message popping up on my Oder status as a shown in the attachment, about an FTC compliance to accept order delay without which the order would be cancelledYou don't even get an email about itThis seems to an illegal attempt to cancel orders for dell's faultI will take it up with FTC separately 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 submission A 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] informed the customer that he purchased the computer from a third party and any refunds/exchanges would have to be from them and not Dell 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
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 feedbackSince the date of the submission, a Dell representative contacted the customer to provide assistance Our representative provided e-mail updates to the customer regarding the order and carrier shipping information and remained engaged until the order was delivered The customer may contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matterSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Revdex.com Complaint ID: [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 feedbackDell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell Sometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errors Since the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect price We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:to date [redacted] has done absolutely nothing to resolve the problemI have returned the computer as I was asked to do I am still without a computer after over six months of repairs, this is ridiculous Terrible customer service, I have repeatedly "allowed to business days" as they say and they never follow-up See attached, still no word Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: other then calling me once, nothing was resolved to my satisfaction They stated that the prices I was quoted were quoted wrong and that sometimes the sales person does that to earn a sale However, regardless of the incorrect quote, my bill was still increased and I still had to pay for the FREE TV and the DVD Drive I was told was also freeFurthermore, even though the sales person told me the DVD Drive was free, I was then told it wasn't because there was no promotion for a DVD Drive.They have forced me to pay for the FREE TV and the DVD Drive or they would have sent me to collections They have no intention now or ever of refunding any part of that And although it is 100% wrong, they are a large company and can afford to lie and cheat small people like me I can't afford to have my credit ruined Basically, Dell lied and Dell won Regards, [redacted]
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 This matter has been previously addressed a number of times, and regarding the customer’s third rebuttal, no alterations have been/will be made to the final resolutionOur representative reached out to the customer to make certain they understand Dell’s position and the fact that the final resolution will remain unchanged If the customer accepts Dell’s assistance, we will reopen the case and address the matter at that time Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dell representative, ***, remains engaged with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact the representative at [redacted] @Dell.com for any further assistance they may need regarding this matter
Today’s Date: 09/24/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondence At this time the agent has confirmed with the customer their concerns have been addressedWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should there be any other questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:DELL provided a solution that does not take into consideration the inconvenience imposed on me, the customer, to obtain a fully functional product that I continue to pay for DELL has offered additional on site service and for me to send the laptop off for full repairAdditional on-site service (the first one lasted hours), requires an investment of time that is extremely limited for me Sending the laptop off to the DELL DEPOT, without any interim replacement, leaves me completely without a computer while this one is getting fixed and I continue to make monthly payments to DELL.What recourse do I have as a customer? Why does DELL expect me to continue to make monthly payments on a product that is not fully functional with the only remedy being to allow them to continue to fix it? The laptop has not functioned properly since receipt As I stated in my April response, I initially thought it was because of the router I trusted the quality of the new laptop that I had just purchased and assumed that it could not be the issue Unfortunately, I was wrong The penalty for my confidence in the DELL product is that I am not allowed to return it or receive a replacement for it DELL continues however to accept my payments that I submit every month without any problem.Please advise of what options I have as a consumer for DELL acknowledgement and just compensation for the inconvenience of purchasing a defective product They have been allowed the opportunity to repair the laptop - more than once It did not work I can provide the DELL Technician On Site assessment as well as email correspondence between me and DELL about the problem I only demand respect as a paying customer Currently I have a laptop that I cannot remove from the room where the router is located The laptop is NOT mobile at all.....the primary reason that I purchased it was for the mobility As a [redacted] Civilian, I am required to travel often with my job I purchased a laptop to travel with me - however, that is not possible with the laptop that I have Please advise of my options or of any proposed legitimate reconciliation to this situation Thank you 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 worked with our order verification team to resolve the matterOur records show that the replacement unit order# [redacted] was delivered on January 16th, under FedEx tracking # [redacted] As a onetime goodwill gesture, a partial account credit was processedOur 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 via 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,As I described before in my initial complaint description submitted to Revdex.com, emails and calls with DELL, the computer is experiencing consistent hardware failureIt is COMPLETELY that the company representative says there were no on-going or unresolved issues for almost a year from original invoice date, as I have called DELL many times and two dispatches were made with their repair depot.The wifi card has never been working since I have purchased the computerI was first told that it is a software problem during the call with DELL that was made when I just received the computerI really needed a computer at that moment, so I have always been using an external USB wifi adapter with the defective computer as well as consulting my computer expert friends regarding the problem at the same timeI have called the company regarding the problem when I was experiencing itThe other evidence I can submit proving consistent wifi card failure is two external USB wifi cards/adapters orders made for this computer on [redacted] on February 21, and September 19, I can send the complete order history and official WIFI adaptor and computer compatibility information if neededI have also spent about dollars for purchasing the external wifi cards I have to use with DELL’s defective computer, which should be reimbursed by the DELL.In addition to the consistent wifi card failureIn November 2016, I was also experiencing battery and charging problemsI called DELL customer support many times but they weren’t helpful in detecting or fix any problemsI had to bother my friend for his charger and debug by myselfDELL sent me a dispatch label sending the computer back to their repair depot on November 23, They returned my computer to a WRONG address although I have confirmed the correct address with them MANY timesThey weren’t able to fix the problem of the computer and sent the defective and dysfunctional computer back to meThe DELL customer service [redacted] wrote in email on December 9, 2016,” I do apologize that your system was still having the same issue after being sent to the facilityI see that you called in yesterday and you wanted to just return the systemWere you able to do so?”, which indicates my consistent efforts in pursuing an exchange or a return of the defective computer and NO effective repairs were made.They have always been kicking me around different departments instead of solving the problem [redacted] said,” I understand where you're coming fromHowever, 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,” in her email on December 9, When I contact customer service they kick me back to technical support without offering any help,”I regret to inform you that return is not an option as of now I request you to please check with Tech Support if they can process a replacement for your computer.”I was not able to set up a return and a repair with DELL until February because they have always been kicking me around different departments and wasting my timeI was also in Brazil and Argentina until late January, which can be proven by my entry and exit stamps issued by US government and the emails I sent to [redacted] I contacted Dell again when I come back from Argentina regarding the unresolved issue and customer support [redacted] promised that they are sure to fix the problems of the computer if I send it to repair again when I was requesting a return or an exchangeHowever, they weren’t able to fix the computer and it came back with more serious issues added: serious overheat and loud noiseI assume that DELL might have illegally replaced some of my computer’s good parts with refurbished and unqualified partsI could not trust the ability of their engineers because they do not even know how to use terminal commands to write windows system into a USB disk, which is an entry level skillI sent [redacted] four emails to follow up regarding that dispatch and the problems I have with the computerHe has replied to NONE of them.I urge the company to exchange this defective product to a functional computer, as a compensation for the time I have wasted, the stress and frustration I have experienced because of the defective product over the year and the money I have spent in purchasing external wifi cardsRegards,
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 feedbackSince the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist with the refund Our representative confirmed that a full refund has posted to the customer’s account and he should see that reflected on his next billing statement The customer may contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because they have done nothing to address my initial issueThey refuse to acknowledge the shoddy treatment of a long time customer and they have offered nothing substantial to make up for my lost time Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has contacted the customer and dispatched depot serviceWe are awaiting receipt of the system and our representative will remain engaged while the issue is resolvedSincerely, 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 customerDell representative Sreejith is attempting to reach the customer by phone and emailWe ask that the customer follow by emailing the representative at [email protected], Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Unfortunately, the representative never let me speak to his supervisor because he didnt handle this case well at allI mentioned to them that I cannot have Microsoft Office deleted from my hard drive or a replacement in the hard drive because of no product key and no CDThey didnt care and did it any wayThere was no means of communication between anyone it appearsThe representative didnt helpI didnt understand why this matter is closed, by them, especially since there was no follow up I have sent emails to the Revdex.com with respect to all what I am sharing for your recordsThey just didn't helpI pay a lot of money for my extended warrantiesI clearly stated about Microsoft Office and they didnt care I am highly rejecting this situation Attached is the entire communication between me and the representative.Regards, [redacted] ***
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 been working with the customer regarding their concerns Since the customer had expressed a lack of confidence in the trouble-shooting process and had voiced they were not willing to pay the cost of the repair without a technician physically examining the computer first, [redacted] has provided the customer with the choice of one of the following offers: The customer may pay $plus tax for the repair of her computer; this price includes diagnostics, and parts and labor Or The customer may ship her system to the depot to pay a non-refundable fee of $plus tax to cover diagnostics At that time a technician will contact the customer to let them know what part or parts need replaced and how much the repair, parts, and labor will cost for the complete repair If the customer decides to pay Dell to repair their system, the $diagnostic fee will be deducted from the repair cost If the customer decides they do not want to pay Dell for the repair, the $plus tax is non-refundable The customer had told [redacted] they wanted to give this some thought; but [redacted] never heard back from the customer, so he has closed his case We ask that the customer reach out to [redacted] if they decide to move forward with the repair; we will be happy to reopen the case and have [redacted] address the matter with finality at that time Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:I did not 'deny' solutions offered until recently due to the months I have had back and forth discussions and 'quick-fix' options from the company At this point the only reason I would prefer to have a refund is because someone has already been out to replace the hard drive and it did not work due to ANOTHER faulty piece of equipment from Dell (the NEW hard drive was DOA as previously stated in my prior complaint) With this happening on top of exhausting all tech support options via phone conversations, it has given me good reason to not be very trusting that no matter what they do to "fix" this device I will have issues I was simply trying to run a business myself with a computer that I thought was made by a well reputable company and ended up losing customers due to having so many issues over the time frame of owning it Yes, asking for a refund is outside of their day policy but the issues I've had with this computer were NOT outside of that window I feel Dell has been extremely unaccommodating during this ordeal and the gentleman that they are saying I need to reach out to is the one I have spoke with ( [redacted] ) and he has been extremely rude to me I am not asking for a refund for no reason, I was sold a faulty device, that was made by Dell (even though I purchased this at [redacted] ***) and have been more than willing to try all options until I ended up with a completely dead piece of equipment At this point I am just beyond tired of all of it and no person should have to go through this with a company that swears their customer satisfaction is their top priority, especially beings that I have been beyond cooperative for such a long period of time having constant issues Regards, [redacted]
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 Dell representative, [redacted] has been instrumental in assisting the customer with their concerns Our records indicate [redacted] has apologized to the customer for the order delay and has changed the ship to address on the shipment back to the original address The order has been delivered to the customer on Wednesday, 01/10/6:p.m Additionally, in the interest of customer satisfaction, [redacted] has provided Ms [redacted] with a Dell coupon which she may use at our website for her next purchase; Ms [redacted] has accepted this assistance and the coupon Ms [redacted] has ***’s contact information if she should need further assistance in this matter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because: Dell did not seem even a bit trying to resolve the issueThe agents reply was just saying sorry and not to get the issue resolved The delivery date was pushed back two more time and by days, all the time the website showing immediate shippingSo total advertising on Dell's part10% discount offered to me was on regular prices, not anywhere close to Black Friday pricingI have been punished for purchasing at Dell instead of other retailers who offered the same priceNow I have lost money buying at regular price because of Dell's unethical advertising practiceI would not buy again from DellThere is also a message popping up on my Oder status as a shown in the attachment, about an FTC compliance to accept order delay without which the order would be cancelledYou don't even get an email about itThis seems to an illegal attempt to cancel orders for dell's faultI will take it up with FTC separately 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 submission A 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] informed the customer that he purchased the computer from a third party and any refunds/exchanges would have to be from them and not Dell 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