Complaint: [redacted] I am rejecting this response because:I have contacted [redacted] several timesI get excuses, not actionProcessing a credit should not be rocket scienceThis has been going on for almost three monthsThis is ridiculous Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has processed the customer’s refund Should 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
Dell representative, ***, is continuing to work with the customer to resolve this matterA return for order number [redacted] is still being processedShould the customer have any additional concerns regarding this case, they can reach out to our representative at [redacted] @Dell.com
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] Please note that our representative offered technical assistance, as well as, depot service; however, Mr [redacted] elected not to accept our offer of assistanceHis request for a replacement or refund was respectfully deniedWe 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
The representative [redacted] is attempting to reach the customer by phone and emailPlease understand the representative will only make attempts before closing the caseThe representative can be reached by emailing at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because: The case was not cracked when I sent itAlso, they make it sound like it's a big damage that could also have caused the internal issues which is such BSThe chip is in the case the size of a child's finger nail and has nothing to do with the internal hardware issuesThey want me to pay $+ tax for this tiny little chip before they open the computer up and deal with the REAL issueThe reason why I sent it inI DID NOT send the laptop in with any cracks or chipsThis is just an excuse to avoid honouring the warrantyThey should really specify these limitations in their warrantyThey did notNor did the person explain that to me when I called in the first placeHe told me they would fix it and if they could not, a working computer will show up to my door (his exact words)Did not happenInstead I got a cracked case and an useless laptop Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: when I purchased the hard drive, I was not informed that it only had a day warranty and was not asked to purchase oneAdditionally, the price I was quoted by the Dell rep is NOT a discounted priceHe quoted me $159+ tax for a hard drive but the rep before him quoted $Besides that, you can purchase a hard drive for this laptop online for significantly less than what Dell is quoting I will say it again, Dell has poor product quality and horrible customer service! Regards, [redacted] ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent order and a refund We regret any miscommunication which may have occurred and appreciate the feedback Dell 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 Since the date of the submission, a Dell representative contacted the customer to provide assistance and the customer’s Dell account has since been refunded in full for the order which was returned We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Contact has been made with the vendor to facilitate a replacement system and our representative will remain engaged until the issue is resolvedWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, 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 customerAfter further review the Mr [redacted] is correct the onsite tech returned the motherboard unusedMr [redacted] however did confirm that after the onsite was completed and the operating system reinstalled the system is no longer flickeringDell has moved to close this complaintSincerely, Advanced Resolution Group [redacted] Dell
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has authorized another Gift Card sent to the customer in lieu of receiving a cash credit to his credit card We certainly do apologize for any miscommunication or frustration this matter may have caused our customer Please have the customer contact our representative directly by email at [redacted] _***@Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer may contact the representative by email if he has any further questions [redacted] @Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Per the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts, which are determined to be comparable or better than the original componentThe SSD offered, during the chat session mentioned by Mr***, was not available and a comparable drive was dispatchedMultiple dispatches have been sent to the customer and these drives are comparable to the original in accordance with the terms of the Dell Limited Warranty [redacted] We regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback We are aware that unauthorized callers are using the Dell company name and those of our business partners to potentially coerce customers into making fraudulent payments in return for unsolicited support This is recognized as an on-going industry wide issue when unsolicited technical support calls come from individuals using a variety of company names We request that the customer report this matter to the FTC to assist us in our investigation Since the date of the complaint, a Dell representative contacted the customer to discuss his concerns Our representative provided information that the last call logged under the customer’s Dell account occurred approximately a year ago at which time the issue was resolved Dell will not be offering a system exchange as the customer requests however we remain available to assist via Dell’s fee-based Out of Warranty Repairs department should he want to purchase this serviceWe 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
Today’s Date: 07/13/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 correspondenceThe customer states technical concerns with the Dell unitAt this time the agent has processed a system exchange for the customerThe unit was confirmed received in proper orderDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should there remain any other questions or concerns about the 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] ***Customer expressed dissatisfaction with Dell service and support and wants the system servicedWe 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 assisted with ownership transferFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, an onsite service was processed, which was completed on May 22, Our representative also followto verify that the unit was functioning properlyShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting [redacted] , or for online assistance at [redacted] Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: I have continued to work with the depot and did not get assistance with getting my indicator lights fixed They continue to run diagnostics without actually fixing the indicator lights I would like to have a refund because I don't believe that the depot is capable of making the once working indicator lights works again.According to their own specifications that I finally received, I should have a flashing processor indicator light and I do not I originally called it a flickering light But, either way -- it's not working I now have a battery charging light indicator But, still no processor indicator light which is what I want And, I personally feel that they are going to continue to drag this out until my warranty expires because they have no intention on fixing it correctly.I have not been able to use this system at it's full functionality since it broke For what it costs them, it would've been easier to replace the system I personally feel like there is no interest to make this right We are no in into November, and I reported this problem several months ago And, due to my dissatisfaction, I was forced to open a case to get my consumer rights met And, that has not happened I no longer trust the integrity of their depot to do the right thing by me the consumer.That is why I am requesting a refund And, I will not be satisfied at this point until I receive a refund This is only good business I am very disappointed by the way this is being handled at this timeSincerely, [redacted] *** Regards, [redacted] ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsIn the interest of customer satisfaction, our representative issued a product returnOur records show that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] Dell.com, in case Ms [redacted] has any further concerns regarding this caseSincerely,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 concernThe representative worked with our account verification team to resolve this matterOur records show that a credit for order# [redacted] has been posted to the original form of payment, which should reflect on his next billing statementThe 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
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, *** has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has processed a replacement computer for the one the customer did not receive 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
Complaint: [redacted] I am rejecting this response because:I have contacted [redacted] several timesI get excuses, not actionProcessing a credit should not be rocket scienceThis has been going on for almost three monthsThis is ridiculous Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has processed the customer’s refund Should 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
Dell representative, ***, is continuing to work with the customer to resolve this matterA return for order number [redacted] is still being processedShould the customer have any additional concerns regarding this case, they can reach out to our representative at [redacted] @Dell.com
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative explained the terms of sale, limited hardware warranty, and return policy [redacted] Please note that our representative offered technical assistance, as well as, depot service; however, Mr [redacted] elected not to accept our offer of assistanceHis request for a replacement or refund was respectfully deniedWe 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
The representative [redacted] is attempting to reach the customer by phone and emailPlease understand the representative will only make attempts before closing the caseThe representative can be reached by emailing at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because: The case was not cracked when I sent itAlso, they make it sound like it's a big damage that could also have caused the internal issues which is such BSThe chip is in the case the size of a child's finger nail and has nothing to do with the internal hardware issuesThey want me to pay $+ tax for this tiny little chip before they open the computer up and deal with the REAL issueThe reason why I sent it inI DID NOT send the laptop in with any cracks or chipsThis is just an excuse to avoid honouring the warrantyThey should really specify these limitations in their warrantyThey did notNor did the person explain that to me when I called in the first placeHe told me they would fix it and if they could not, a working computer will show up to my door (his exact words)Did not happenInstead I got a cracked case and an useless laptop Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: when I purchased the hard drive, I was not informed that it only had a day warranty and was not asked to purchase oneAdditionally, the price I was quoted by the Dell rep is NOT a discounted priceHe quoted me $159+ tax for a hard drive but the rep before him quoted $Besides that, you can purchase a hard drive for this laptop online for significantly less than what Dell is quoting I will say it again, Dell has poor product quality and horrible customer service! Regards, [redacted] ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent order and a refund We regret any miscommunication which may have occurred and appreciate the feedback Dell 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 Since the date of the submission, a Dell representative contacted the customer to provide assistance and the customer’s Dell account has since been refunded in full for the order which was returned We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Contact has been made with the vendor to facilitate a replacement system and our representative will remain engaged until the issue is resolvedWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided Sincerely, 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 customerAfter further review the Mr [redacted] is correct the onsite tech returned the motherboard unusedMr [redacted] however did confirm that after the onsite was completed and the operating system reinstalled the system is no longer flickeringDell has moved to close this complaintSincerely, Advanced Resolution Group [redacted] Dell
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] *** Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; [redacted] has authorized another Gift Card sent to the customer in lieu of receiving a cash credit to his credit card We certainly do apologize for any miscommunication or frustration this matter may have caused our customer Please have the customer contact our representative directly by email at [redacted] _***@Dell.com if they should need any further assistance in this matter Sincerely, Executive Support Team Incident ID# [redacted] Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe customer may contact the representative by email if he has any further questions [redacted] @Dell.comAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Per the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts, which are determined to be comparable or better than the original componentThe SSD offered, during the chat session mentioned by Mr***, was not available and a comparable drive was dispatchedMultiple dispatches have been sent to the customer and these drives are comparable to the original in accordance with the terms of the Dell Limited Warranty [redacted] We regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced We regret any dissatisfaction he may have experienced and appreciate the feedback We are aware that unauthorized callers are using the Dell company name and those of our business partners to potentially coerce customers into making fraudulent payments in return for unsolicited support This is recognized as an on-going industry wide issue when unsolicited technical support calls come from individuals using a variety of company names We request that the customer report this matter to the FTC to assist us in our investigation Since the date of the complaint, a Dell representative contacted the customer to discuss his concerns Our representative provided information that the last call logged under the customer’s Dell account occurred approximately a year ago at which time the issue was resolved Dell will not be offering a system exchange as the customer requests however we remain available to assist via Dell’s fee-based Out of Warranty Repairs department should he want to purchase this serviceWe 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
Today’s Date: 07/13/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 correspondenceThe customer states technical concerns with the Dell unitAt this time the agent has processed a system exchange for the customerThe unit was confirmed received in proper orderDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should there remain any other questions or concerns about the 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] ***Customer expressed dissatisfaction with Dell service and support and wants the system servicedWe 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 assisted with ownership transferFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, an onsite service was processed, which was completed on May 22, Our representative also followto verify that the unit was functioning properlyShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting [redacted] , or for online assistance at [redacted] Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: I have continued to work with the depot and did not get assistance with getting my indicator lights fixed They continue to run diagnostics without actually fixing the indicator lights I would like to have a refund because I don't believe that the depot is capable of making the once working indicator lights works again.According to their own specifications that I finally received, I should have a flashing processor indicator light and I do not I originally called it a flickering light But, either way -- it's not working I now have a battery charging light indicator But, still no processor indicator light which is what I want And, I personally feel that they are going to continue to drag this out until my warranty expires because they have no intention on fixing it correctly.I have not been able to use this system at it's full functionality since it broke For what it costs them, it would've been easier to replace the system I personally feel like there is no interest to make this right We are no in into November, and I reported this problem several months ago And, due to my dissatisfaction, I was forced to open a case to get my consumer rights met And, that has not happened I no longer trust the integrity of their depot to do the right thing by me the consumer.That is why I am requesting a refund And, I will not be satisfied at this point until I receive a refund This is only good business I am very disappointed by the way this is being handled at this timeSincerely, [redacted] *** Regards, [redacted] ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms [redacted] ***A Dell representative recently contacted Ms [redacted] regarding her concernsIn the interest of customer satisfaction, our representative issued a product returnOur records show that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] Dell.com, in case Ms [redacted] has any further concerns regarding this caseSincerely,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 concernThe representative worked with our account verification team to resolve this matterOur records show that a credit for order# [redacted] has been posted to the original form of payment, which should reflect on his next billing statementThe 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
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, *** has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has processed a replacement computer for the one the customer did not receive 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