Dear Better Business Bureau, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants the product repairedWe 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 concernsOur representative explained the terms of the Limited Hardware Warranty, which expired in January However, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a Depot serviceOur records indicated that the repaired unit was delivered to the customer on March 5, under FedEx tracking number [redacted] Our representative also followto verify that the unit was functioning properlyShould Mr [redacted] have any additional concerns regarding this case, he 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
Dear Revdex.com, As Dell’s stance in this matter remains unchanged, no further attempt will be made to contact the customerThe representative confirmed the item provided other options if the customer did not wish to wait for shipment due to a backlog with the manufacturerIf the customer is unhappy with the order he does have the option to return within the first days from the date of invoiceThe customer can reach the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Our records indicate the Dell representative [redacted] followed up with the customerThe representative confirmed the extended warranty and apologized for the delay in resolutionThe representative explained the extended warranty was on a separate orderThe representative confirmed the onsite that was set up has resolved the issueThe representative can be reached by email 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 customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has confirmed the return and refund of the customer’s item 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, Our records indicate that the $credit posted back to the master card on 10/25/the remaining credit in question $posted on 11/In order to allow processing time we indicate business days as a general estimationSincerely 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 experience Dell representative, [redacted] , contacted the customer and confirmed a replacement has been authorizedThe representative once shipping information was available and requested confirmation that the replacement system is working with no problemsThe customer has not replied to the representative but we do remain available to assist the customer if neededPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I was advised my credits would be applied by the 24th and the issue has not been resolvedI emailed the repfor Dell and I have not heard from him today Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I am now trying to fix this on my own The Dell folks do not seem equipt to handle this problem Regards, [redacted]
Thank you for providing a copy of the customer’s submission.A Dell representative will be assigned to this case shortly and they willcontact the customer to address the contents of their complaint
Dear Revdex.com,Our Representative received confirmation that Ms [redacted] received the gift card and all issues are resolvedOur representative closed the case but remains available for further issues directly related to this caseOur representative may be reached at [redacted] @dell.comSincerely,Dell Advanced Resolution Team
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 experience Dell representative, ***, contacted the customer and explained that electronics appliance can failThe representative respectfully denied the customer’s request for a free charger and notes the hardware warranty expired on 4/21/The customer’s account was investigated in regards to the inappropriate comment at this time nothing was found unless the customer can provide a date, time, and nameWe remain available to assist the customer if neededPlease have the customer contact the representative by email at [redacted] Sincerely Advanced Resolution Group Incident [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”The representative explained the order did not get processedIf the customer has any further concerns we request they email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 09/01/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 they were charged for a TV that should have been free according to promotional materialAt this time the agent advised the customer the promotion was a free TV with the purchase of $or greaterThe customer purchase price was $dollarsThe agent apologized and offered to issue a return and process a refund for the customerThe customer states he is waiting for a sales representative to speak with himWe thank the customer for their time and patience during this processThe customer contact the representative at [redacted] @Dell.com should they wish to continue the return process 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 experienceThe representative Rohan contacted the Mr [redacted] who stated he was able to resolve the problem himself and no longer needed assistancesPlease 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:The hardware promissed to me was not the one I recievedMy laptop has a year warranty from the time of purchase in March and in essence the computer hardware is not performing to the standards I was promissed by the companyThis should be covered well within the guidlines of the warrantyThe dell representative made no effort to understand my issue, instead he just repeated the same scripted answers about the day return policyI try to explain to him that it would be impossible for me to actually check if the computer was a dual-channel model unless I changed the RAMHe somehow said that I would need to actaully physically open my laptop and potentially void the warranty in order to check the internal componants.Basically his answer to my situation was for me to open my computer and check every single internal componant to make sure that it was the right computerI proceeded to ask him how does that make sense and he just kept repeating the the same days return scriptHe was very dismisive and offered zero customer service 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 submission Our records indicate Dell representative; [redacted] has been in communication with the customer Our representative has offered the customer a system exchange per the Terms and Conditions of the Hardware Warranty; however the customer has rejected this offer and has expressed he would prefer for Dell to provide him with a new system exchange and for Dell to pay to extend his Hardware Warranty by one year [redacted] has respectfully denied the customer’s request 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
Complaint: [redacted] I am rejecting this response because: first, it was Mr [redacted] of the DELL INC who demanded that I return both the computer and the printer to the DELL INC although what I demanded was that the DELL INC either exchange the computer for the new one, or refund me its price paid by me Nevertheless, since Mr [redacted] demanded the return of both the computer and the printer, I agreed to the demand since it was one of my options The above notwithstanding, based on my experience with the DELL INC, I have to first receive the complete refund for my purchases of the computer at $542.77, printer at and the two-year extended warranty at $returned to my credit card that I used to buy the above-mentioned productsThis whole story of inadequate support and neglect for me as the DELL INC customer has continued since 11/3/ Besides, Mr [redacted] said that the refunds will be initiated only after one month [!] after the computer and the printer have been received by the DELL INC Incidentally, both items have been delivered to the DELL INC on 12/14/2015, at AMand 10: AM Why should I wait for the whole month to receive the refunds unless there is a scheme of exhausting me with complaints to be made and ultimately leaving me without refunds? Anyway only after I have received complete refunds for the two returned items--a computer and a printer and the two-year extended warranty, will I be able to say that the case is finally closed Even in that case I will still be a loser because the incompetent technicians of the DELL.com, trying to mend my computer erased the Microsoft Office 2010, which I will have to buy anew at about two hundred dollars, or even more Mr [redacted] has refused to compensate me for the financial damages that I have incurred through the DELL INC two-year extended warranty Would anyone trust such a company? I cannot trust the DELL INC until my credit card has been completely refunded for my afore-mentioned purchases from the DELL INC Regards, [redacted] ***
Dear Better Business.Dell representative, [redacted] called Ms [redacted] and explained thataccidental damage is not covered under the regular warrantyOur representativerequest her to send a copy of the invoice to determine the actual date ofpurchase and the warranty includedThis determination will assist in the finaldetermination of coverage for the cracked screen Dell representative, [redacted] remainsavailable to assist Ms [redacted] in resolving her issuesSincerely, [redacted] Dell Advanced Resolution Team
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 concernsIn the interest of customer satisfaction, a partial account credit for order number [redacted] has been processedOur representative will also follto confirm resolutionOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely, Executive Support Team Incident ID: [redacted] Dell Inc
Dear Better Business Bureau, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with Dell service and support and wants the product repairedWe 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 concernsOur representative explained the terms of the Limited Hardware Warranty, which expired in January However, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a Depot serviceOur records indicated that the repaired unit was delivered to the customer on March 5, under FedEx tracking number [redacted] Our representative also followto verify that the unit was functioning properlyShould Mr [redacted] have any additional concerns regarding this case, he 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
As stated over and over again I do not accept this credit and do not accept the resolution Regards, [redacted] ***
Dear Revdex.com, As Dell’s stance in this matter remains unchanged, no further attempt will be made to contact the customerThe representative confirmed the item provided other options if the customer did not wish to wait for shipment due to a backlog with the manufacturerIf the customer is unhappy with the order he does have the option to return within the first days from the date of invoiceThe customer can reach the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Our records indicate the Dell representative [redacted] followed up with the customerThe representative confirmed the extended warranty and apologized for the delay in resolutionThe representative explained the extended warranty was on a separate orderThe representative confirmed the onsite that was set up has resolved the issueThe representative can be reached by email 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 customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has recently contacted the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has confirmed the return and refund of the customer’s item 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, Our records indicate that the $credit posted back to the master card on 10/25/the remaining credit in question $posted on 11/In order to allow processing time we indicate business days as a general estimationSincerely 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 experience Dell representative, [redacted] , contacted the customer and confirmed a replacement has been authorizedThe representative once shipping information was available and requested confirmation that the replacement system is working with no problemsThe customer has not replied to the representative but we do remain available to assist the customer if neededPlease have the customer contact the representative by email at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I was advised my credits would be applied by the 24th and the issue has not been resolvedI emailed the repfor Dell and I have not heard from him today Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I am now trying to fix this on my own The Dell folks do not seem equipt to handle this problem Regards, [redacted]
Thank you for providing a copy of the customer’s submission.A Dell representative will be assigned to this case shortly and they willcontact the customer to address the contents of their complaint
Dear Revdex.com,Our Representative received confirmation that Ms [redacted] received the gift card and all issues are resolvedOur representative closed the case but remains available for further issues directly related to this caseOur representative may be reached at [redacted] @dell.comSincerely,Dell Advanced Resolution Team
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 experience Dell representative, ***, contacted the customer and explained that electronics appliance can failThe representative respectfully denied the customer’s request for a free charger and notes the hardware warranty expired on 4/21/The customer’s account was investigated in regards to the inappropriate comment at this time nothing was found unless the customer can provide a date, time, and nameWe remain available to assist the customer if neededPlease have the customer contact the representative by email at [redacted] Sincerely Advanced Resolution Group Incident [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”The representative explained the order did not get processedIf the customer has any further concerns we request they email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Today’s Date: 09/01/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 they were charged for a TV that should have been free according to promotional materialAt this time the agent advised the customer the promotion was a free TV with the purchase of $or greaterThe customer purchase price was $dollarsThe agent apologized and offered to issue a return and process a refund for the customerThe customer states he is waiting for a sales representative to speak with himWe thank the customer for their time and patience during this processThe customer contact the representative at [redacted] @Dell.com should they wish to continue the return process 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 experienceThe representative Rohan contacted the Mr [redacted] who stated he was able to resolve the problem himself and no longer needed assistancesPlease 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:The hardware promissed to me was not the one I recievedMy laptop has a year warranty from the time of purchase in March and in essence the computer hardware is not performing to the standards I was promissed by the companyThis should be covered well within the guidlines of the warrantyThe dell representative made no effort to understand my issue, instead he just repeated the same scripted answers about the day return policyI try to explain to him that it would be impossible for me to actually check if the computer was a dual-channel model unless I changed the RAMHe somehow said that I would need to actaully physically open my laptop and potentially void the warranty in order to check the internal componants.Basically his answer to my situation was for me to open my computer and check every single internal componant to make sure that it was the right computerI proceeded to ask him how does that make sense and he just kept repeating the the same days return scriptHe was very dismisive and offered zero customer service 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 submission Our records indicate Dell representative; [redacted] has been in communication with the customer Our representative has offered the customer a system exchange per the Terms and Conditions of the Hardware Warranty; however the customer has rejected this offer and has expressed he would prefer for Dell to provide him with a new system exchange and for Dell to pay to extend his Hardware Warranty by one year [redacted] has respectfully denied the customer’s request 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
Complaint: [redacted] I am rejecting this response because: first, it was Mr [redacted] of the DELL INC who demanded that I return both the computer and the printer to the DELL INC although what I demanded was that the DELL INC either exchange the computer for the new one, or refund me its price paid by me Nevertheless, since Mr [redacted] demanded the return of both the computer and the printer, I agreed to the demand since it was one of my options The above notwithstanding, based on my experience with the DELL INC, I have to first receive the complete refund for my purchases of the computer at $542.77, printer at and the two-year extended warranty at $returned to my credit card that I used to buy the above-mentioned productsThis whole story of inadequate support and neglect for me as the DELL INC customer has continued since 11/3/ Besides, Mr [redacted] said that the refunds will be initiated only after one month [!] after the computer and the printer have been received by the DELL INC Incidentally, both items have been delivered to the DELL INC on 12/14/2015, at AMand 10: AM Why should I wait for the whole month to receive the refunds unless there is a scheme of exhausting me with complaints to be made and ultimately leaving me without refunds? Anyway only after I have received complete refunds for the two returned items--a computer and a printer and the two-year extended warranty, will I be able to say that the case is finally closed Even in that case I will still be a loser because the incompetent technicians of the DELL.com, trying to mend my computer erased the Microsoft Office 2010, which I will have to buy anew at about two hundred dollars, or even more Mr [redacted] has refused to compensate me for the financial damages that I have incurred through the DELL INC two-year extended warranty Would anyone trust such a company? I cannot trust the DELL INC until my credit card has been completely refunded for my afore-mentioned purchases from the DELL INC Regards, [redacted] ***
Dear Better Business.Dell representative, [redacted] called Ms [redacted] and explained thataccidental damage is not covered under the regular warrantyOur representativerequest her to send a copy of the invoice to determine the actual date ofpurchase and the warranty includedThis determination will assist in the finaldetermination of coverage for the cracked screen Dell representative, [redacted] remainsavailable to assist Ms [redacted] in resolving her issuesSincerely, [redacted] Dell Advanced Resolution Team
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 concernsIn the interest of customer satisfaction, a partial account credit for order number [redacted] has been processedOur representative will also follto confirm resolutionOur representative may be contacted directly by e-mail at [redacted] @Dell.com, in case Mr [redacted] has any further concerns regarding this caseSincerely, Executive Support Team Incident ID: [redacted] Dell Inc