Complaint: [redacted] I am rejecting this response because:The business has not addressed my complaint or requested resolution for the complaintTheir latest response admits as muchI have noted that they advertise GB of space, but my machine has GB originally loaded on the machine and less than GB of actual usable spaceTheir response to that is to tell me to go purchase an additional hard drive, instead of responding to or helping to fix the issue of space with the machine itself Regards, [redacted]
Revdex.com: I received the Items I paid for, more than a month later, at the end of the day that's all I wanted; A Dell representative called me, but it seems it was the same type of service that I previously had, he wouldn't even let me talk and explain what was the issue!One thing is for sure, they just lost a Customer Regards, [redacted]
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 reimbursement for cost of the repairsWe regret any dissatisfaction customer 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 records indicate, the unit was sent to depot for evaluation, where the box and the system were fully inspectedPlease note that the box was intact; however, liquid spillage was discovered inside the unitOur representative explained the terms and conditions of the Limited Hardware Warranty [redacted] , which does not cover accidental damageFurthermore, the customer agreed the to the billable service; therefore, the unit was repaired and delivered back to the customerPlease note, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered a partial account credit; however, the customer declined our offerTheir reimbursement request for full cost of the repairs was respectfully deniedWe remain ready to assist the customer within the terms of Dell’s Limited Hardware Warranty and our other policiesShould Mr [redacted] have any additional concerns regarding this case, he can reach out to 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: the discount that I was supposed to receive as a result of where I work ( [redacted] ) is not a discount that applies to some products, and not othersThe rep that called me never said that actually, so the person responding to the Revdex.com complaint and the rep I spoke with are not even the same personThis only supports my previous statements about how incompetent DELL is, once againI was told that my place of employment had an arrangement where any purchases I made with DELL I would receive a discountI do not know how I could spell this out for your company any betterI have repeated this statement times in the past two monthsIf you are choosing to not make this right, then don't worry I do not expect anything moreWhy don't you just take your product back, give me a full refund, and we can be done hereI will be MOST satisfied thenI cannot believe your customer service is really THIS bad - it's worth laughing at, at this pointI would like the discount that is due to me at the VERY least, plus a premium for DELL dragging this issue out, unnecessarily for almost months (since I first raised issues about this a few days after my order was placed when I realized the discount was in fact NOT in the price I was billed, according to my confirmation email)Also, the rep DID NOT OFFER ME A GIFT CARDHe offered me a promo for a future purchase - as if I would ever buy ANYTHING from DELL ever again hahaDELL is terrible at handling claims, you still can't even get the discount I'm due correct after months and can't even get your Revdex.com responses in line with what your rep told meUnbelievable Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I was not satisfied with the conversation with the Dell representativeFurthermore I emailed him questions on 12/22/following our conversation asking about how long the return process took, etcTo date I have not heard from him and the email was sent at 4:22PM that dayThe Dell representative would NOT listen to any of the documentation I stated I have, including an online chat from a Dell rep stating he agreed I was missing the itemsI also have an online chat stating no restocking feeI wanted to verify this with the Dell rep who phone me and asked that in the email I sent 12/and I have gotten no responseThe UPS tracking shows the item was received by Dell 12/23/Nothing has been received by me stating it was received, is being processed for a return or what the amount isThis matter will be resolved once the full $credit appears on my statement and I receive acknowledgement from Dell that the return has been received and my card creditedIf needed I have the online chats to verify the information I stated (no restock fee and rep agreeing I was missing items)Also I have the email sent to the Dell Rep.The Dell rep also would not believe a phone call I had when a Dell employee admitted they did a bait and switch on my Xbox One [redacted]
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
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative [redacted] assisted in getting all new cards issued and confirmed receiptThe representative also confirmed that these are prepaid gift cards so no expiration date appliesPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I haven't received a refund for the TV I returned on my credit card or the $gift card that I used to purchase itI'm out for $plus due to Dell's delays and incompetenceI'm very sick of waiting for a real resolution to the dozens of hours I've spent trying to get compensated 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 concernsThe representative worked with our account verification team to resolve this matterOur records show that all the necessary credits for order# [redacted] have been posted to the original forms of payment, which should reflect on her next billing statementOur representative also followwith Ms [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] @Dell.com, in case Ms [redacted] has any further concerns regarding this case 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 concernsOur representative explained the terms of sale, limited hardware warranty, and paid Dell Premium Support [redacted] Our representative also confirmed Dell printer functionalityHis request for free premium support 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 Team Incident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact with the customer and confirmed, after the repairs, the system is functioning as designedOur representative respectfully denied her request for a refund or a replacement system, however; Dell technical support remains available to assist per the terms and conditions of the Dell Limited WarrantyWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident 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 partially satisfactory to me It was made very clear to me in the course of the conversation that under no circumstances would I be permitted to speak with a representative in North AmericaIn fact, the representative made the accusation that there was "something wrong" with me for wanting to speak to someone in North America instead of trying to address the problem while communicating cross-culturallyThe representative was able to resolve the issue and make some compensation for the incompetence I encountered, but I basically felt like I was being bullied into a resolution throughout the entire processIt was made clear to me that if I did not accept compensation on their terms alone, then no further attempts would be made to assist me regarding this matterWhile the repair did get done, I was still without my laptop for nearly a week despite paying for "next business day" serviceI have no plan in the future to purchase anything from Dell since they have proven they have a very low opinion of their customers and their guarantees of "premium support" and next business day service cannot be taken at face value due to the incompetence from technical support Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: they are still trying to fix my computerthey have a del tech coming out to my houseI have a lot of problems so I hoping this time it will be fixedI just have to wait and see what happens to my computerI say this because every time I speak to someone they say my problem is fixed but never is Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative will be contacting the customer back to offer a couple of optionsThe customer may contact the representative by emailing at [redacted] @Dell.com for any further assistanceAdvanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 03/14/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 correspondenceAt this time the customer has advised the agent the matter has been addressedDell 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 with any other questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dell representative, Shawn, is continuing to work with the customer and our credit verification department to resolve this matterShould the customer have any additional concerns regarding this case, they can reach out to our representative by e-mail at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because:The 5% discount offered is not a fair remedy to my complaint I have perfectly functioning printer and Dell refuses to provide an alternative other then to "go purchase a new printer" which is $for a comparable model Given its size and financial resources, Dell should develop the drivers necessary for these printers to work If not, a reasonable and realistic discount should be provided to customers who have equipment that is not functional due to advances in technology Even with an equitable discount, the company will still turn a profit on the transaction This printer has worked with windows versions XP, Vista, 7, and Drives were developed for those versions More importantly, the customer service at Dell was unacceptable When the representative could not help me, I asked to have the case escalated and I was given an email address to which I sent many emails and delivery receipts were received for each one No response has yet to be received No information has been provided to contact customer relations I would like communicate with leaders of the company to explain to them that their decision to discontinue support on these once expensive printers is unfair and a major inconvenience to the loyal customers of their products A simple response to one of my email would probably have been sufficient Unfortunately I will now have to go out a purchase a new expensive printer and throw out my perfectly functioning printer Dell should not only be ashamed of themselves for not keeping up with technology, but also for failing to provide the basic customer service that they claim is the cornerstone of their company This claim will likely disappear into the dark doldrums of nothingness, but I do hope that over time, as people see through the vale of quality customer relations, and start to take action, Dell will begin to change their policies and start to respect the customers that are the reason they are where they are today Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , contacted her and requested documentation to process the request, however; Ms [redacted] declined to provide the documentation [redacted] remains available and may be contacted via email at [redacted] @Dell.com 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 customerA new representative will be assigned to the case due to the feedback providedThe records do indicate that a return was authorized with prepaid shipping labels issued on 2/10/The representative will follow up to confirm receipt of the return labels and explain the credit processSincerely, Advanced Resolution Group INC# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:The business has not addressed my complaint or requested resolution for the complaintTheir latest response admits as muchI have noted that they advertise GB of space, but my machine has GB originally loaded on the machine and less than GB of actual usable spaceTheir response to that is to tell me to go purchase an additional hard drive, instead of responding to or helping to fix the issue of space with the machine itself Regards, [redacted]
Revdex.com: I received the Items I paid for, more than a month later, at the end of the day that's all I wanted; A Dell representative called me, but it seems it was the same type of service that I previously had, he wouldn't even let me talk and explain what was the issue!One thing is for sure, they just lost a Customer Regards, [redacted]
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 reimbursement for cost of the repairsWe regret any dissatisfaction customer 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 records indicate, the unit was sent to depot for evaluation, where the box and the system were fully inspectedPlease note that the box was intact; however, liquid spillage was discovered inside the unitOur representative explained the terms and conditions of the Limited Hardware Warranty [redacted] , which does not cover accidental damageFurthermore, the customer agreed the to the billable service; therefore, the unit was repaired and delivered back to the customerPlease note, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative offered a partial account credit; however, the customer declined our offerTheir reimbursement request for full cost of the repairs was respectfully deniedWe remain ready to assist the customer within the terms of Dell’s Limited Hardware Warranty and our other policiesShould Mr [redacted] have any additional concerns regarding this case, he can reach out to 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: the discount that I was supposed to receive as a result of where I work ( [redacted] ) is not a discount that applies to some products, and not othersThe rep that called me never said that actually, so the person responding to the Revdex.com complaint and the rep I spoke with are not even the same personThis only supports my previous statements about how incompetent DELL is, once againI was told that my place of employment had an arrangement where any purchases I made with DELL I would receive a discountI do not know how I could spell this out for your company any betterI have repeated this statement times in the past two monthsIf you are choosing to not make this right, then don't worry I do not expect anything moreWhy don't you just take your product back, give me a full refund, and we can be done hereI will be MOST satisfied thenI cannot believe your customer service is really THIS bad - it's worth laughing at, at this pointI would like the discount that is due to me at the VERY least, plus a premium for DELL dragging this issue out, unnecessarily for almost months (since I first raised issues about this a few days after my order was placed when I realized the discount was in fact NOT in the price I was billed, according to my confirmation email)Also, the rep DID NOT OFFER ME A GIFT CARDHe offered me a promo for a future purchase - as if I would ever buy ANYTHING from DELL ever again hahaDELL is terrible at handling claims, you still can't even get the discount I'm due correct after months and can't even get your Revdex.com responses in line with what your rep told meUnbelievable Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I was not satisfied with the conversation with the Dell representativeFurthermore I emailed him questions on 12/22/following our conversation asking about how long the return process took, etcTo date I have not heard from him and the email was sent at 4:22PM that dayThe Dell representative would NOT listen to any of the documentation I stated I have, including an online chat from a Dell rep stating he agreed I was missing the itemsI also have an online chat stating no restocking feeI wanted to verify this with the Dell rep who phone me and asked that in the email I sent 12/and I have gotten no responseThe UPS tracking shows the item was received by Dell 12/23/Nothing has been received by me stating it was received, is being processed for a return or what the amount isThis matter will be resolved once the full $credit appears on my statement and I receive acknowledgement from Dell that the return has been received and my card creditedIf needed I have the online chats to verify the information I stated (no restock fee and rep agreeing I was missing items)Also I have the email sent to the Dell Rep.The Dell rep also would not believe a phone call I had when a Dell employee admitted they did a bait and switch on my Xbox One [redacted]
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
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceThe representative [redacted] assisted in getting all new cards issued and confirmed receiptThe representative also confirmed that these are prepaid gift cards so no expiration date appliesPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I haven't received a refund for the TV I returned on my credit card or the $gift card that I used to purchase itI'm out for $plus due to Dell's delays and incompetenceI'm very sick of waiting for a real resolution to the dozens of hours I've spent trying to get compensated 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 concernsThe representative worked with our account verification team to resolve this matterOur records show that all the necessary credits for order# [redacted] have been posted to the original forms of payment, which should reflect on her next billing statementOur representative also followwith Ms [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] @Dell.com, in case Ms [redacted] has any further concerns regarding this case 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 concernsOur representative explained the terms of sale, limited hardware warranty, and paid Dell Premium Support [redacted] Our representative also confirmed Dell printer functionalityHis request for free premium support 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 Team Incident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:They shouldn't have taken the order if it was not available Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Our representative has been in contact with the customer and confirmed, after the repairs, the system is functioning as designedOur representative respectfully denied her request for a refund or a replacement system, however; Dell technical support remains available to assist per the terms and conditions of the Dell Limited WarrantyWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident 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 partially satisfactory to me It was made very clear to me in the course of the conversation that under no circumstances would I be permitted to speak with a representative in North AmericaIn fact, the representative made the accusation that there was "something wrong" with me for wanting to speak to someone in North America instead of trying to address the problem while communicating cross-culturallyThe representative was able to resolve the issue and make some compensation for the incompetence I encountered, but I basically felt like I was being bullied into a resolution throughout the entire processIt was made clear to me that if I did not accept compensation on their terms alone, then no further attempts would be made to assist me regarding this matterWhile the repair did get done, I was still without my laptop for nearly a week despite paying for "next business day" serviceI have no plan in the future to purchase anything from Dell since they have proven they have a very low opinion of their customers and their guarantees of "premium support" and next business day service cannot be taken at face value due to the incompetence from technical support Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: they are still trying to fix my computerthey have a del tech coming out to my houseI have a lot of problems so I hoping this time it will be fixedI just have to wait and see what happens to my computerI say this because every time I speak to someone they say my problem is fixed but never is Regards, [redacted] ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative will be contacting the customer back to offer a couple of optionsThe customer may contact the representative by emailing at [redacted] @Dell.com for any further assistanceAdvanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 03/14/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 correspondenceAt this time the customer has advised the agent the matter has been addressedDell 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 with any other questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dell representative, Shawn, is continuing to work with the customer and our credit verification department to resolve this matterShould the customer have any additional concerns regarding this case, they can reach out to our representative by e-mail at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because:The 5% discount offered is not a fair remedy to my complaint I have perfectly functioning printer and Dell refuses to provide an alternative other then to "go purchase a new printer" which is $for a comparable model Given its size and financial resources, Dell should develop the drivers necessary for these printers to work If not, a reasonable and realistic discount should be provided to customers who have equipment that is not functional due to advances in technology Even with an equitable discount, the company will still turn a profit on the transaction This printer has worked with windows versions XP, Vista, 7, and Drives were developed for those versions More importantly, the customer service at Dell was unacceptable When the representative could not help me, I asked to have the case escalated and I was given an email address to which I sent many emails and delivery receipts were received for each one No response has yet to be received No information has been provided to contact customer relations I would like communicate with leaders of the company to explain to them that their decision to discontinue support on these once expensive printers is unfair and a major inconvenience to the loyal customers of their products A simple response to one of my email would probably have been sufficient Unfortunately I will now have to go out a purchase a new expensive printer and throw out my perfectly functioning printer Dell should not only be ashamed of themselves for not keeping up with technology, but also for failing to provide the basic customer service that they claim is the cornerstone of their company This claim will likely disappear into the dark doldrums of nothingness, but I do hope that over time, as people see through the vale of quality customer relations, and start to take action, Dell will begin to change their policies and start to respect the customers that are the reason they are where they are today Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] Our representative, [redacted] , contacted her and requested documentation to process the request, however; Ms [redacted] declined to provide the documentation [redacted] remains available and may be contacted via email at [redacted] @Dell.com 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 customerA new representative will be assigned to the case due to the feedback providedThe records do indicate that a return was authorized with prepaid shipping labels issued on 2/10/The representative will follow up to confirm receipt of the return labels and explain the credit processSincerely, Advanced Resolution Group INC# [redacted] Dell Inc