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 repaired We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records indicate the original computer order was purchased with a one year warranty which expired on October 26, Out of fairness to Dell customers who purchase warranty extensions, Dell will not offer free out of warranty support Dell policy would require our representatives to log all calls received, however without account information, we would be unable to log the call or process an outbound call to follow up with a customer In order to receive warranty support, it is necessary for a customer to contact Dell with the service tag or other customer information so that our representatives can diagnose the technical issues and provide support Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative reviewed the customer account logs and was unable to locate any calls to Dell related to the technical issue prior to December, 2016, after the warranty had expired As a one-time exception for customer satisfaction reasons, our representative offered a discount to the out of warranty repairs which the customer declined Should the customer reconsider and want to accept the representative’s offer, 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 providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and states she had another issue since our last response and requested a free warranty extension which was denied Out of fairness to Dell customers who purchase warranty extensions, Dell will not be offering to provide a free warranty extension as a concession Our records indicate the customer is being assisted by Dell representatives with her latest issues The customer may also contact our representative at [redacted] @Dell.com should she have any other questions or concerns in the matter Sincerely,Executive Support TeamIncident ID: [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 The customer is contacting the Revdex.com about a pricing error on Dell’s website regarding the Dell E310DW Printer The incorrect price was showing as $instead of the correct price of $ Once Dell discovered the mistake, the links were disabled and any orders that may have been placed were canceled by Dell Dell realizes situations such as this can be disappointing for our customers Please understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errors In fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell and reserves the right to cancel any orders resulting from such errors." We appreciate the customer taking the time to bring this observation to our attention Our merchandizing team is aware of this pricing error Dell is unable to honor the wrong price and must respectfully deny any request we may encounter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative contacted the customer regarding the issues described in his correspondence Per the terms and conditions of the Dell limited warranty, our representative offered the customer a system exchange or, as a onetime goodwill gesture, a refundThe customer accepted the exchange We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group 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 concernsMs [redacted] stated that she purchased the unit from [redacted] Ms [redacted] was asked to complete the transfer of ownership form [redacted] Please note that Ms [redacted] failed to provide documentation needed for warranty verification and entitlement; therefore, her request for service & support was respectfully denied Ms [redacted] also stated that she will return the unit to [redacted] We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by 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
Complaint: [redacted] I am rejecting this response because: there is no solutionNow I have another problem regarding a 2nd order, I left a message for [redacted] @Dell.com on wednesday and he has still not reached back to me, now days laterI don't see any solution or anything to compensate for the minutes I've wasted on the phone with dell and the additional estimated minutes I will have to waste in order to rectify the continuation of this issue, the 2nd order (Purchase ID [redacted] )I had cancelled that order and yet I was charged for it a week later and it was still shipped to me, despite my cancellation of the order (which I have an email confirmation of, which is Service Request Number [redacted] )Dealing with dell has been extremely frustrating and unnecessarily complicatedI think a simple statement stating that they try to communicate properly is not sufficientThere have easily been 5-mistakes in the processing of my ordersAny person in my situation would feel the same as me Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding continued problemsOur records do not reflect that the customer claimsWe have made exceptions and assisted the customer outside the warranty periodIf the customer would like to pursue a refund she will need to contact the retail storeDells position on this will not change and we consider this matter closed Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: even after everything stated about the whole situation, DELL took money from my account WITHOUT permission Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has 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 credit 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, 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 submissionA Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and apologized for the experienced and confirmed the customer has received the orderThe representative can be reached directly by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] A Dell representative recently contacted [redacted] regarding her concernsIn the interest of customer satisfaction, our representative processed a partial account credit and followwith [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] , in case [redacted] has any further concerns regarding this case.Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Mr [redacted] returned my email (see the attached) to say that his name was provided to you in error by Dell I was referred to another party at Dell While my issue is not resolved, feel free to close the case Thank you [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] explained to the customer his order was cancelled due to issues with Paypal and not Dell [redacted] did offer the customer the TV for the same price but the gift card promotion has since expired and denied any request for it 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
Today’s Date: 09/10/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondence The customer states technical concerns with their Dell unitAt this time the agent processed a repair for the customer and the customer confirmed the matter has been addressedWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any questions 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 it is better solution if Dell Finance could refund the credit but anyway, the Gift Card as Credit is acceptable given the delay so long in delivery of Credit 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 concernsAfter further review, our representative processed depot service which was completed on February 15th, Our representative also followwith Mr [redacted] to confirm resolutionHis request for 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative is attempting to reach the customer by phone and emailIf the customer phone is stating out of service but emails have been sentPlease understand the representative will make attempts before closing the caseThe representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group [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, providing it is a" new" computer Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe first contact the customer made to Dell was to state that the LCD was crackedAt that time the customer was advised that a cracked LCD is not considered a manufacture defect but would fall under accidental damageAt that time the customer was provided a quote for serviceSincerely, Advanced Resolution Group INC# [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 repaired We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records indicate the original computer order was purchased with a one year warranty which expired on October 26, Out of fairness to Dell customers who purchase warranty extensions, Dell will not offer free out of warranty support Dell policy would require our representatives to log all calls received, however without account information, we would be unable to log the call or process an outbound call to follow up with a customer In order to receive warranty support, it is necessary for a customer to contact Dell with the service tag or other customer information so that our representatives can diagnose the technical issues and provide support Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Our representative reviewed the customer account logs and was unable to locate any calls to Dell related to the technical issue prior to December, 2016, after the warranty had expired As a one-time exception for customer satisfaction reasons, our representative offered a discount to the out of warranty repairs which the customer declined Should the customer reconsider and want to accept the representative’s offer, 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 providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and states she had another issue since our last response and requested a free warranty extension which was denied Out of fairness to Dell customers who purchase warranty extensions, Dell will not be offering to provide a free warranty extension as a concession Our records indicate the customer is being assisted by Dell representatives with her latest issues The customer may also contact our representative at [redacted] @Dell.com should she have any other questions or concerns in the matter Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: the computer was not repairedSame issue happeningPOS Regards, [redacted]
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submission The customer is contacting the Revdex.com about a pricing error on Dell’s website regarding the Dell E310DW Printer The incorrect price was showing as $instead of the correct price of $ Once Dell discovered the mistake, the links were disabled and any orders that may have been placed were canceled by Dell Dell realizes situations such as this can be disappointing for our customers Please understand, Dell makes every effort to avoid errors, but there are times when an error may occur and it is for this reason we reserve the right to deny the processing of any orders arising from pricing or other errors In fact, our published policies communicate the fact that "Dell is not responsible for pricing, typographical, or other errors, in any offer by Dell and reserves the right to cancel any orders resulting from such errors." We appreciate the customer taking the time to bring this observation to our attention Our merchandizing team is aware of this pricing error Dell is unable to honor the wrong price and must respectfully deny any request we may encounter Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative contacted the customer regarding the issues described in his correspondence Per the terms and conditions of the Dell limited warranty, our representative offered the customer a system exchange or, as a onetime goodwill gesture, a refundThe customer accepted the exchange We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group 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 concernsMs [redacted] stated that she purchased the unit from [redacted] Ms [redacted] was asked to complete the transfer of ownership form [redacted] Please note that Ms [redacted] failed to provide documentation needed for warranty verification and entitlement; therefore, her request for service & support was respectfully denied Ms [redacted] also stated that she will return the unit to [redacted] We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by 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
Complaint: [redacted] I am rejecting this response because: there is no solutionNow I have another problem regarding a 2nd order, I left a message for [redacted] @Dell.com on wednesday and he has still not reached back to me, now days laterI don't see any solution or anything to compensate for the minutes I've wasted on the phone with dell and the additional estimated minutes I will have to waste in order to rectify the continuation of this issue, the 2nd order (Purchase ID [redacted] )I had cancelled that order and yet I was charged for it a week later and it was still shipped to me, despite my cancellation of the order (which I have an email confirmation of, which is Service Request Number [redacted] )Dealing with dell has been extremely frustrating and unnecessarily complicatedI think a simple statement stating that they try to communicate properly is not sufficientThere have easily been 5-mistakes in the processing of my ordersAny person in my situation would feel the same as me Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding continued problemsOur records do not reflect that the customer claimsWe have made exceptions and assisted the customer outside the warranty periodIf the customer would like to pursue a refund she will need to contact the retail storeDells position on this will not change and we consider this matter closed Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: even after everything stated about the whole situation, DELL took money from my account WITHOUT permission Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has 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 credit 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, 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 submissionA Dell representative [redacted] recently contacted the customer regarding this matterThe representative reviewed the details with the customer and apologized for the experienced and confirmed the customer has received the orderThe representative can be reached directly by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] A Dell representative recently contacted [redacted] regarding her concernsIn the interest of customer satisfaction, our representative processed a partial account credit and followwith [redacted] to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at [redacted] , in case [redacted] has any further concerns regarding this case.Sincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Mr [redacted] returned my email (see the attached) to say that his name was provided to you in error by Dell I was referred to another party at Dell While my issue is not resolved, feel free to close the case Thank you [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] explained to the customer his order was cancelled due to issues with Paypal and not Dell [redacted] did offer the customer the TV for the same price but the gift card promotion has since expired and denied any request for it 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
Today’s Date: 09/10/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondence The customer states technical concerns with their Dell unitAt this time the agent processed a repair for the customer and the customer confirmed the matter has been addressedWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any questions 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 it is better solution if Dell Finance could refund the credit but anyway, the Gift Card as Credit is acceptable given the delay so long in delivery of Credit 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 concernsAfter further review, our representative processed depot service which was completed on February 15th, Our representative also followwith Mr [redacted] to confirm resolutionHis request for 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative is attempting to reach the customer by phone and emailIf the customer phone is stating out of service but emails have been sentPlease understand the representative will make attempts before closing the caseThe representative can be reached by emailing at [redacted] @Dell.com Sincerely, Advanced Resolution Group [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, providing it is a" new" computer Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe first contact the customer made to Dell was to state that the LCD was crackedAt that time the customer was advised that a cracked LCD is not considered a manufacture defect but would fall under accidental damageAt that time the customer was provided a quote for serviceSincerely, Advanced Resolution Group INC# [redacted] Dell Inc