Complaint: [redacted] I am rejecting this response because:I filed a previous complaint with the Central Texas Revdex.com (Complaint # [redacted] )Laptop that I purchased in July was returned for service but was not repairedThe issue was finally resolved by a local rep being sent to my residence to resolveSince that date, I encountered two additional issues which had been functioning prior to the laptop being sent for serviceI e-mailed [redacted] Arendale on December 18, and received generic out-of-office response reflecting not in office until 10:a.m(CST) but directing to contact Advanced Resolutions which I have done twice and have not yet received a responseWhile I understand holiday delays, there has been no indication that customer service was closed for holidaysIt has now been over three weeks.I am happy to work with Dell to have repaired but with initial issue not being resolved when returned for repair, I do not believe returning the laptop is the answer Regards, [redacted]
Thank you for providing a copy of the customer submission A Dell representative, [redacted] , has contacted the customer and is working with them to reach a reasonable resolution The representative can be reached directly by email at [redacted]
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, [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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms of sale and the limited hardware warrantyAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a product returnOur records show that the credit for order# [redacted] 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 case Sincerely, Executive Support TeamIncident 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, [redacted] , contacted the customer and apologized for the problemsThe confirmed with the customer the history of the system and the issue was resolved back in March after warranty expiredThe customer agreed to pay for support once we identify the problem, wants call back on WednesdayThe representative attempted to follow up to do to additional troubleshooting to determine exactly the problem but customer no longer is respondingThe customer may contact the representative by email at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [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, [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
Complaint: [redacted] I am rejecting this response because: the agent was not correct with how many times they have been contacted I have dates of when they were contacted I had also contacted them via social media when I was getting no response from customer support This is unacceptable 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
Complaint: [redacted] I am rejecting this response because: There is no need to talk to yet another Dell person They said they'd issue credit within days It's been over I sent them an email I've escalated to my bank and will work to reverse the charge since Dell seems intent on foot dragging Regards, [redacted] ***
A Dell representative contacted ** [redacted] * [redacted] and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at [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 promotion We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, processed a refund for $ 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 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
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
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
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
Complaint: [redacted] I am rejecting this response because: If the speaker issue was resolved in March, why did I need to contact dell support or times, spending to hours each time, attempting to get them to function properly? Dell's techs speaker fix, like every other issue, is to delete the driver, then re-install and reboot the system Until I filled these issues with the Revdex.com, dell techs advised nothing was wrong with my card reader or the mother board I had to call repeatedly about the card reader I had to call repeatedly about the refund I was promised and then denied By dells recent reply they acknowledge the mother board and card reader were both defective and had to be replaced There is nothing else inside this new $computer they can replace The speakers have been defective from the beginning They were purchased from dell whose rep advised they were compatible with the xps Regards, [redacted]
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 the opportunity to address the correspondence submitted by [redacted] Our representative has advised the customer they will need to work with Best Buy directly, regarding their purchase, to update the registrationWe 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, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedpolicy“ As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended” If the customer has any further concerns we request they email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I filed a previous complaint with the Central Texas Revdex.com (Complaint # [redacted] )Laptop that I purchased in July was returned for service but was not repairedThe issue was finally resolved by a local rep being sent to my residence to resolveSince that date, I encountered two additional issues which had been functioning prior to the laptop being sent for serviceI e-mailed [redacted] Arendale on December 18, and received generic out-of-office response reflecting not in office until 10:a.m(CST) but directing to contact Advanced Resolutions which I have done twice and have not yet received a responseWhile I understand holiday delays, there has been no indication that customer service was closed for holidaysIt has now been over three weeks.I am happy to work with Dell to have repaired but with initial issue not being resolved when returned for repair, I do not believe returning the laptop is the answer Regards, [redacted]
Thank you for providing a copy of the customer submission A Dell representative, [redacted] , has contacted the customer and is working with them to reach a reasonable resolution The representative can be reached directly by email at [redacted]
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, [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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concernsOur representative explained the terms of sale and the limited hardware warrantyAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a product returnOur records show that the credit for order# [redacted] 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 case Sincerely, Executive Support TeamIncident 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, [redacted] , contacted the customer and apologized for the problemsThe confirmed with the customer the history of the system and the issue was resolved back in March after warranty expiredThe customer agreed to pay for support once we identify the problem, wants call back on WednesdayThe representative attempted to follow up to do to additional troubleshooting to determine exactly the problem but customer no longer is respondingThe customer may contact the representative by email at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [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, [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
Complaint: [redacted] I am rejecting this response because: the agent was not correct with how many times they have been contacted I have dates of when they were contacted I had also contacted them via social media when I was getting no response from customer support This is unacceptable 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
Complaint: [redacted] I am rejecting this response because: There is no need to talk to yet another Dell person They said they'd issue credit within days It's been over I sent them an email I've escalated to my bank and will work to reverse the charge since Dell seems intent on foot dragging Regards, [redacted] ***
A Dell representative contacted ** [redacted] * [redacted] and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at [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 promotion We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, processed a refund for $ 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 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
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
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
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
Complaint: [redacted] I am rejecting this response because: If the speaker issue was resolved in March, why did I need to contact dell support or times, spending to hours each time, attempting to get them to function properly? Dell's techs speaker fix, like every other issue, is to delete the driver, then re-install and reboot the system Until I filled these issues with the Revdex.com, dell techs advised nothing was wrong with my card reader or the mother board I had to call repeatedly about the card reader I had to call repeatedly about the refund I was promised and then denied By dells recent reply they acknowledge the mother board and card reader were both defective and had to be replaced There is nothing else inside this new $computer they can replace The speakers have been defective from the beginning They were purchased from dell whose rep advised they were compatible with the xps Regards, [redacted]
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 the opportunity to address the correspondence submitted by [redacted] Our representative has advised the customer they will need to work with Best Buy directly, regarding their purchase, to update the registrationWe 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, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedpolicy“ As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended” If the customer has any further concerns we request they email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc