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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for gift cards used for Dell orders which were cancelled We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer and assisted with reinstating the gift card funds which appears to have resolved the issue We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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 concernsPlease note that the 4TB Hard Drive on order# [redacted] was being delayed due to product availability issues; therefore, a cancellation and release of funds has been processed as requested by Mr***We 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
Complaint: [redacted] I am rejecting this response because:Dell did not tell the true situationsThe following is copied from our last email sent to Mr [redacted] , who claimed himself as a senior leader in Dell and was the last Dell staff we contactedYou may see from email that we never refused OS installation from DellPlease note that we never heard from Dell again since that email, except for those annoying messages through Revdex.com."We tried to reset the laptop to factory setting and installed all updates in April, but it did not solve the problemI do not think another OS installation will help but if you insist you may have your people to try that."Also, Dell should not use cheap tricks with customers, for example playing word game such as "reset" and "reinstall"I copied the following from Microsoft's website: "Resetting your PC reinstalls Windows but deletes your files, settings, and apps"I hope this would improve Dell's staff's knowledge Regards, ***
Complaint: [redacted] I am rejecting this response because:They did credit me with $1105.88, but this was not the full refund of $due to meDell still owes me $I am not sure why they haven't refunded me the full amount, even though they sent me a defective product 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
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situationThe representative has offered to send an onsite tech to replace parts or bring the system into the depotAt this time the representative is waiting for the onsite to be completed and will continue to work with the customer until confirmed resolution is in placePlease have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Under Implied Warranty of Merchantability, related to the Uniform Commercial Code, customers can expect a warranty repair done within a reasonable time period if matters are under the manufacturer's controlDell providing me with a computer of lesser value was within Dell's control, and subsequent processing two months after the computer was physically returned was not an acceptable resolution due to the need for a portable computer for my livelyhoodAs I have incurred costs aquiring a replacement computer I will continue to reject the replacement offer and request refund Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Dell suggests I can "transfer ownership" however I purchased this monitor brand new from [redacted] *** They expect me to somehow know what information they have for the "original owner" I didn't elect not to transfer ownership, it is literally impossible for me to transfer ownership They say I need to provide the name and address, I asked how exactly I'm supposed to know the name and address they have on file when I purchased the item brand new This response is absolutely misleading and is unethical Regards, [redacted]
Today’s Date: 12/09/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] A [redacted] , to address the contents of their correspondenceThe customer states a price was incorrectly quotedWe ask the customer contact the representative at [redacted] @Dell.com should there still be questions and concerns in this matter to have them addressed 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 They finally refunded for meThank you for your help Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has contacted the customer and, per the terms and conditions of the Dell Limited Hardware Warranty, respectfully denied the request for a new replacement systemHowever; depot service was offered to the customer and acceptedOur records indicate the service has been completed and the system returnedThe customer verifies the issue has been resolved Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Our representative remains engaged with the customer to address these issues in our attempt to reach a final resolutionWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter
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, [redacted] * [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has been in contact with the customer regarding their concerns [redacted] has apologized for any disappointment or inconvenience this matter may have caused Mr [redacted] The representative made clear to our customer that we understand it is discouraging for our customers when we are unable to meet the supply and demand of a particular promotion The promotion Mr [redacted] is referring generated a tremendous volume of customers at the launch; far exceeding our expectations, ultimately selling out quite quickly This is the very reason why Dell has a disclaimer on our website which informs potential customers, prices and promotions are subject to change without noticePlease ask the customer to contact [redacted] directly by email at: [redacted] @Dell.com if he should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by E [redacted] Our representative, [redacted] , has attempted to contact the customer, however; they have not responded to multiple attempts [redacted] remains available and may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:Dell reported via email that I would be reimbursed my account of my account was only reimbursed on 8/23/ < [redacted] @Dell.com> < [redacted] @Dell.com> wrote:Dear ***, Thank you for speaking with me earlier today and as informed, the amount of $ has been credit back to your Visa card and will show on your next statement cycleIn case you have any concerns regarding this credit please do get back to meI have emailed Dell and [redacted] regarding this matter on 8/27/I would like to be refunded the entire amount as his email stated [redacted] @hotmail.com
Complaint: [redacted] I am rejecting this response because: As I stated in our communications, your offer to resolve my issue included me paying 247% more money than I had originally ordered the monitors for Charging me almost triple the cost is not an acceptable resolution I'd also like to point out I was not contacted about this, I had to reach out to Dell days after my order was placed only to find out, my order had just been canceled Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Customer expressed dissatisfaction with Dell 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 explained the terms of the Limited Hardware Warranty and the return policyAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a product return and followto confirm resolutionShould the customer have any additional concerns regarding this case, 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
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] has confirmed delivery of the customer’s AC adapter 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 Group Incident ID# [redacted] Dell Inc
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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for gift cards used for Dell orders which were cancelled We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer and assisted with reinstating the gift card funds which appears to have resolved the issue We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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 concernsPlease note that the 4TB Hard Drive on order# [redacted] was being delayed due to product availability issues; therefore, a cancellation and release of funds has been processed as requested by Mr***We 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
Complaint: [redacted] I am rejecting this response because:Dell did not tell the true situationsThe following is copied from our last email sent to Mr [redacted] , who claimed himself as a senior leader in Dell and was the last Dell staff we contactedYou may see from email that we never refused OS installation from DellPlease note that we never heard from Dell again since that email, except for those annoying messages through Revdex.com."We tried to reset the laptop to factory setting and installed all updates in April, but it did not solve the problemI do not think another OS installation will help but if you insist you may have your people to try that."Also, Dell should not use cheap tricks with customers, for example playing word game such as "reset" and "reinstall"I copied the following from Microsoft's website: "Resetting your PC reinstalls Windows but deletes your files, settings, and apps"I hope this would improve Dell's staff's knowledge Regards, ***
Complaint: [redacted] I am rejecting this response because:They did credit me with $1105.88, but this was not the full refund of $due to meDell still owes me $I am not sure why they haven't refunded me the full amount, even though they sent me a defective product Regards, [redacted]
Thank you for a copy of [redacted] ’s letterOur representative has attempted to contact him and discuss the correspondence
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
Dear Revdex.com, Our records indicate that Dell representative [redacted] has been in contact with the customer in regards to this situationThe representative has offered to send an onsite tech to replace parts or bring the system into the depotAt this time the representative is waiting for the onsite to be completed and will continue to work with the customer until confirmed resolution is in placePlease have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Under Implied Warranty of Merchantability, related to the Uniform Commercial Code, customers can expect a warranty repair done within a reasonable time period if matters are under the manufacturer's controlDell providing me with a computer of lesser value was within Dell's control, and subsequent processing two months after the computer was physically returned was not an acceptable resolution due to the need for a portable computer for my livelyhoodAs I have incurred costs aquiring a replacement computer I will continue to reject the replacement offer and request refund Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Dell suggests I can "transfer ownership" however I purchased this monitor brand new from [redacted] *** They expect me to somehow know what information they have for the "original owner" I didn't elect not to transfer ownership, it is literally impossible for me to transfer ownership They say I need to provide the name and address, I asked how exactly I'm supposed to know the name and address they have on file when I purchased the item brand new This response is absolutely misleading and is unethical Regards, [redacted]
Today’s Date: 12/09/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] A [redacted] , to address the contents of their correspondenceThe customer states a price was incorrectly quotedWe ask the customer contact the representative at [redacted] @Dell.com should there still be questions and concerns in this matter to have them addressed 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 They finally refunded for meThank you for your help Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has contacted the customer and, per the terms and conditions of the Dell Limited Hardware Warranty, respectfully denied the request for a new replacement systemHowever; depot service was offered to the customer and acceptedOur records indicate the service has been completed and the system returnedThe customer verifies the issue has been resolved Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Our representative remains engaged with the customer to address these issues in our attempt to reach a final resolutionWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance she may need regarding this matter
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, [redacted] * [redacted] Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has been in contact with the customer regarding their concerns [redacted] has apologized for any disappointment or inconvenience this matter may have caused Mr [redacted] The representative made clear to our customer that we understand it is discouraging for our customers when we are unable to meet the supply and demand of a particular promotion The promotion Mr [redacted] is referring generated a tremendous volume of customers at the launch; far exceeding our expectations, ultimately selling out quite quickly This is the very reason why Dell has a disclaimer on our website which informs potential customers, prices and promotions are subject to change without noticePlease ask the customer to contact [redacted] directly by email at: [redacted] @Dell.com if he should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by E [redacted] Our representative, [redacted] , has attempted to contact the customer, however; they have not responded to multiple attempts [redacted] remains available and may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:Dell reported via email that I would be reimbursed my account of my account was only reimbursed on 8/23/ < [redacted] @Dell.com> < [redacted] @Dell.com> wrote:Dear ***, Thank you for speaking with me earlier today and as informed, the amount of $ has been credit back to your Visa card and will show on your next statement cycleIn case you have any concerns regarding this credit please do get back to meI have emailed Dell and [redacted] regarding this matter on 8/27/I would like to be refunded the entire amount as his email stated [redacted] @hotmail.com
Complaint: [redacted] I am rejecting this response because: As I stated in our communications, your offer to resolve my issue included me paying 247% more money than I had originally ordered the monitors for Charging me almost triple the cost is not an acceptable resolution I'd also like to point out I was not contacted about this, I had to reach out to Dell days after my order was placed only to find out, my order had just been canceled Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Customer expressed dissatisfaction with Dell 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 explained the terms of the Limited Hardware Warranty and the return policyAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a product return and followto confirm resolutionShould the customer have any additional concerns regarding this case, 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 Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
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] has confirmed delivery of the customer’s AC adapter 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 Group Incident ID# [redacted] Dell Inc