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, ***, apologized for the problems and assisted in getting the funds applied back to the gift cardWe remain available to assist the customer if there are any further concerns the representative can be reached by email at [redacted] @Dell.com Advanced Resolution Group Incident [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 her computer replaced with a new computer We regret any dissatisfaction she may have experienced and appreciate the feedback provided Systems which exhibit issues subject to coverage under Dell’s Limited Hardware Warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative processed a system exchange per the terms of the warranty and the customer has acknowledged receipt of the replacement computer 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
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
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 experienceThe Dell representative [redacted] has noted the customer experience and feedbackThe representative confirmed the amount of the credit has posted in addition a $coupon was providedPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com:I have reviewed the responses made by the business in reference to complaint ID [redacted] I am disappointed but not surprised that the reports issued to the Revdex.com by Dell were in disagreement with the information provided to me via phone and e-mail by [redacted] , Dell's representative to me during this complaintThat information was of equal unreliability, so I do not seek a correction of the recordThe actual workflow of this complaint differs greatly from the reported situation - in fact, [redacted] informed me my payment was only finally located on March 29, despite assertion the payment had been located on March in a previous response.My complaint begins with a request to either have the product I ordered delivered, or for my paid Bitcoins to be refunded to meI received a check for the dollar equivalent of the value of the purchaseIronically, this check was dated April 1, It has been cashed, and in this regard, the complaint has been resolved.However, with every single contact I made to any individual working at this business I was left with a combination of anger and disappointment, up to and including the delivery of this checkOn March 15, [redacted] told me that I would receive an e-mail that I did not receiveOn March she informed me that I would be able to have my payment applied to the order, and on March she informed me that they would be refunding my BitcoinsNone of these things came to fruition and it was not until March that I was informed that the company had at long last located my payment and would be issuing a paper check refund and would call when the check had been cutThe check arrived before the phone call.These occurrences are only what I would consider 'normal' behavior for the company; my previous experiences with other representatives were very similar.During this process [redacted] spent a great deal of time attempting to get me to replace the order with a new, identical one - and once she asked for payment information, I knew that we were in trouble because the entire reason I placed this complaint is that I had already paidI actually had to stop, faced with unhelpful silence, and _ask_ how to begin the process of recovering my lost funds - she made no attempt to locate my payment at that time and was behaving as though I had simply forgotten about itShe actually spent more time attempting to extract money from me than she did resolving the case I filedI am unsure that [redacted] was even fully aware of my problem until March 23.The complaint has now been resolvedHowever, the term "satisfactorily" cannot be applied as the gross negligence and systemic incompetence displayed by the entire customer service team of the company is anything but satisfactoryThe stream of failures offered by this company was exceptional both in magnitude and spectacle and I am simply glad to put the entire fiasco into historyI have received a check for the lost amount, and in this respect, the complaint has been resolved and the company is not in any capacity liable; however, this is an "absolute minimum possible solution" and displays not just disregard, but actual contempt, for me as a consumerI will never be using this company again, and I will actively and in a professional capacity be warning consumers to avoid this business.Relieved and frustrated, [redacted]
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]
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,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
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 2015, a refund would not be an option Dell is not responsible for data or software and, as outlined in the terms and conditions of Dell’s Limited Hardware Warranty, Dell’s responsibility is limited to repair or replacement of covered hardware components It is the customer’s responsibility to safeguard any data or software through periodic backups When a customer reports an issue where the computer will not boot properly, our representatives would be unable to guarantee that any data or programs could be recovered during the processes required to back up the data or restore functionality to the computer Since the date of the submission, a Dell representative contacted the customer to discuss her concerns The customer requested a new computer or a refund, which our representative denied however our representative offered to assist in addressing any unresolved technical issuesThe customer declined this assistance Should the customer reconsider, we ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative explained the terms and conditions of sale [redacted] Please note that as a gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account credit for order# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur 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,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 the customer may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and, for customer satisfaction reasons, processed a Return Authorization A full refund has since posted to the customer’s Dell account and will be refunded to the original form of payment and should be reflected on the next monthly billing statement The customer may contact our representative at [redacted] @Dell.com should there be any further questions regarding this matterSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative contacted the customer and, per the terms and conditions of the Dell Limited Warranty, respectfully denied the request for a refund, however; onsite service was offered and dispatchedService has been delayed at the customer’s request and our representative will remain engaged to provide assistance while the service is completedSincerely, Advanced Resolution Group Incident ID: [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 experience Dell representative [redacted] contacted the customer and explained that promotions change on a daily basisThe customer’s order could not be completed due to an export compliance issue which has been explained and the form provided to the customerThe customer has refused to submit the completed form unless Dell agrees to a large discount on an order which we have respectfully declinedExport Compliance guidelines are not determined by Dell these are Federal guidelines that all companies must followWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 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
Wednesday, October 18, Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell product, service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative worked with the credit verification department to resolve this matterOur records indicate, a credit for order number [redacted] has been posted to the original form of paymentThey should see this reflected on their next monthly billing statementShould Mr [redacted] have any additional concerns, he 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: I did call in December and was told by a Dell customer service representative that my warranty was expired and would have to purchase an extended warranty for $to have my laptop, which was actually still under warranty, repaired Of NO FAULT OF MINE was I given information, and I do not appreciate being called a liar as I can prove I called Dell Customer Service BEFORE my warranty expired I am not in the habit of making up stories, and I certainly do want a refund as I was LIED to by Dell's customer service representative Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submissionA Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has confirmed the customer’s order has been replaced Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
Complaint: [redacted] I accept the business's response that they have contacted me about resolution of the issues They have also confirmed that the refund will be processed soon However, I would like to keep this complaint open until the refund has been fully processedThis is due to Dell's prior unfulfilled promises that a refund would be issued, after which the complaint was closed and we were not actually given a refund However, we are hopeful that we will get the refund this time Rep [redacted] has been very helpful Regards, [redacted] ***
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 experience Dell representative, [redacted] contacted the customer and apologized for the problemsThe representative had the system brought into the depot for repairThe representative followed up and confirmed receiptThe representative can be reached at email [redacted] @Dell.com Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer 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 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, ***, apologized for the problems and assisted in getting the funds applied back to the gift cardWe remain available to assist the customer if there are any further concerns the representative can be reached by email at [redacted] @Dell.com Advanced Resolution Group Incident [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 her computer replaced with a new computer We regret any dissatisfaction she may have experienced and appreciate the feedback provided Systems which exhibit issues subject to coverage under Dell’s Limited Hardware Warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative processed a system exchange per the terms of the warranty and the customer has acknowledged receipt of the replacement computer 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
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
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 experienceThe Dell representative [redacted] has noted the customer experience and feedbackThe representative confirmed the amount of the credit has posted in addition a $coupon was providedPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Revdex.com:I have reviewed the responses made by the business in reference to complaint ID [redacted] I am disappointed but not surprised that the reports issued to the Revdex.com by Dell were in disagreement with the information provided to me via phone and e-mail by [redacted] , Dell's representative to me during this complaintThat information was of equal unreliability, so I do not seek a correction of the recordThe actual workflow of this complaint differs greatly from the reported situation - in fact, [redacted] informed me my payment was only finally located on March 29, despite assertion the payment had been located on March in a previous response.My complaint begins with a request to either have the product I ordered delivered, or for my paid Bitcoins to be refunded to meI received a check for the dollar equivalent of the value of the purchaseIronically, this check was dated April 1, It has been cashed, and in this regard, the complaint has been resolved.However, with every single contact I made to any individual working at this business I was left with a combination of anger and disappointment, up to and including the delivery of this checkOn March 15, [redacted] told me that I would receive an e-mail that I did not receiveOn March she informed me that I would be able to have my payment applied to the order, and on March she informed me that they would be refunding my BitcoinsNone of these things came to fruition and it was not until March that I was informed that the company had at long last located my payment and would be issuing a paper check refund and would call when the check had been cutThe check arrived before the phone call.These occurrences are only what I would consider 'normal' behavior for the company; my previous experiences with other representatives were very similar.During this process [redacted] spent a great deal of time attempting to get me to replace the order with a new, identical one - and once she asked for payment information, I knew that we were in trouble because the entire reason I placed this complaint is that I had already paidI actually had to stop, faced with unhelpful silence, and _ask_ how to begin the process of recovering my lost funds - she made no attempt to locate my payment at that time and was behaving as though I had simply forgotten about itShe actually spent more time attempting to extract money from me than she did resolving the case I filedI am unsure that [redacted] was even fully aware of my problem until March 23.The complaint has now been resolvedHowever, the term "satisfactorily" cannot be applied as the gross negligence and systemic incompetence displayed by the entire customer service team of the company is anything but satisfactoryThe stream of failures offered by this company was exceptional both in magnitude and spectacle and I am simply glad to put the entire fiasco into historyI have received a check for the lost amount, and in this respect, the complaint has been resolved and the company is not in any capacity liable; however, this is an "absolute minimum possible solution" and displays not just disregard, but actual contempt, for me as a consumerI will never be using this company again, and I will actively and in a professional capacity be warning consumers to avoid this business.Relieved and frustrated, [redacted]
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]
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,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
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 2015, a refund would not be an option Dell is not responsible for data or software and, as outlined in the terms and conditions of Dell’s Limited Hardware Warranty, Dell’s responsibility is limited to repair or replacement of covered hardware components It is the customer’s responsibility to safeguard any data or software through periodic backups When a customer reports an issue where the computer will not boot properly, our representatives would be unable to guarantee that any data or programs could be recovered during the processes required to back up the data or restore functionality to the computer Since the date of the submission, a Dell representative contacted the customer to discuss her concerns The customer requested a new computer or a refund, which our representative denied however our representative offered to assist in addressing any unresolved technical issuesThe customer declined this assistance Should the customer reconsider, we ask that she contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsThe representative explained the terms and conditions of sale [redacted] Please note that as a gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account credit for order# [redacted] Our representative also followwith Mr [redacted] to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur 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,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 the customer may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and, for customer satisfaction reasons, processed a Return Authorization A full refund has since posted to the customer’s Dell account and will be refunded to the original form of payment and should be reflected on the next monthly billing statement The customer may contact our representative at [redacted] @Dell.com should there be any further questions regarding this matterSincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative contacted the customer and, per the terms and conditions of the Dell Limited Warranty, respectfully denied the request for a refund, however; onsite service was offered and dispatchedService has been delayed at the customer’s request and our representative will remain engaged to provide assistance while the service is completedSincerely, Advanced Resolution Group Incident ID: [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 experience Dell representative [redacted] contacted the customer and explained that promotions change on a daily basisThe customer’s order could not be completed due to an export compliance issue which has been explained and the form provided to the customerThe customer has refused to submit the completed form unless Dell agrees to a large discount on an order which we have respectfully declinedExport Compliance guidelines are not determined by Dell these are Federal guidelines that all companies must followWe remain available to assist and ask that the customer contact the representative [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [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 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
Wednesday, October 18, Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell product, service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceOur representative worked with the credit verification department to resolve this matterOur records indicate, a credit for order number [redacted] has been posted to the original form of paymentThey should see this reflected on their next monthly billing statementShould Mr [redacted] have any additional concerns, he 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: I did call in December and was told by a Dell customer service representative that my warranty was expired and would have to purchase an extended warranty for $to have my laptop, which was actually still under warranty, repaired Of NO FAULT OF MINE was I given information, and I do not appreciate being called a liar as I can prove I called Dell Customer Service BEFORE my warranty expired I am not in the habit of making up stories, and I certainly do want a refund as I was LIED to by Dell's customer service representative Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submissionA Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has confirmed the customer’s order has been replaced Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution GroupIncident ID# [redacted] Dell Inc
Complaint: [redacted] I accept the business's response that they have contacted me about resolution of the issues They have also confirmed that the refund will be processed soon However, I would like to keep this complaint open until the refund has been fully processedThis is due to Dell's prior unfulfilled promises that a refund would be issued, after which the complaint was closed and we were not actually given a refund However, we are hopeful that we will get the refund this time Rep [redacted] has been very helpful Regards, [redacted] ***
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 experience Dell representative, [redacted] contacted the customer and apologized for the problemsThe representative had the system brought into the depot for repairThe representative followed up and confirmed receiptThe representative can be reached at email [redacted] @Dell.com Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer 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