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
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 already registered the computer to myself through the online registration, after doing this I checked the warranty status which showed that the laptop was under warranty until July of When I tried to contact someone about the issues I was having with the laptop the representative tried to tell me that the laptop was out of warranty even though I had a screen shot as well as a printed form from the site showing that it was valid through July This was a gift I received this laptop as a gift so I obviously wouldn't have an invoiceYou can see from the attachments that my warranty is still valid Regards, [redacted] ***
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, 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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concerns and explained the terms of the limited hardware warranty www.Dell.com/WarrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit, which was delivered to Ms [redacted] on March 13, under FedEx tracking number [redacted] Our representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s limited hardware warranty and our other policiesShould Ms [redacted] have any additional concerns regarding this case, she can reach out Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support 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, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThis is not switch and bait as Dell website for refurbished products are first comeThe customer has been provided a return for full creditAdvanced Resolution Group Incident [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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] **A Dell representative recently contacted [redacted] regarding his concernsOur representative explained to [redacted] that his Dell promotional gift card had expired and cannot be reinstatedOur representative also informed him of the terms & conditions of promotional gift cards.http://www.dell.com/learn/us/en/19/campaigns/gift-card-opt-tc-sec1-usAs a gesture of goodwill and in the interest of customer satisfaction, our representative offered a partial credit on a new Dell system purchaseHowever, [redacted] elected not to accept our offerHis request for a promotional gift card was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] , in case [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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, 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
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:The representative was making a statement, The Fedex Tracking Number of the package ( [redacted] ) clearly showed that the package was returned due to shipper call back, NO delivery has ever been attempted.Please address this carefully Regards, [redacted] **
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 warranty to reflect a year of coverage We regret any miscommunication which may have occurred and appreciate the feedback As Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific location Since the date of the submission, a Dell representative contacted the customer to provide assistance Our records indicate that the customer’s computer now includes warranty support until May, Our representative also assisted with the technical issue and remains available should the customer need further assistance We ask that she 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:If they're saying my warranty started Nov2013, and i'm entitled to total years, shouldn't they be offering to extend it by a year and a half? This still doesn't make any sense, cause of the so-called, shipping dateI've never purchased anything where MY warranty starts before I ever purchased an itemThese big corporations think they can get away with anything, and they usually do because no one would suspect their warranty starts at the retailer, and you guys have done nothing to stop them, actually giving them accreditation as a good businessVery disappointed with how this has been handled Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory, though not idealI preferred a full refund but was given a replacementI am hopeful that this unit is not also defective and that it lasts more than months Regards, [redacted]
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 experienceDell representative, [redacted] contacted the customer and apologized for the problemsThe representative authorized a new gift card be issued and confirmed receiptThe representative can be reached at email [redacted] 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, ***, 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
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 already registered the computer to myself through the online registration, after doing this I checked the warranty status which showed that the laptop was under warranty until July of When I tried to contact someone about the issues I was having with the laptop the representative tried to tell me that the laptop was out of warranty even though I had a screen shot as well as a printed form from the site showing that it was valid through July This was a gift I received this laptop as a gift so I obviously wouldn't have an invoiceYou can see from the attachments that my warranty is still valid Regards, [redacted] ***
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
As stated over and over again I do not accept this credit and do not accept the resolution Regards, [redacted] ***
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, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] A Dell representative recently contacted Ms [redacted] regarding her concerns and explained the terms of the limited hardware warranty www.Dell.com/WarrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit, which was delivered to Ms [redacted] on March 13, under FedEx tracking number [redacted] Our representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s limited hardware warranty and our other policiesShould Ms [redacted] have any additional concerns regarding this case, she can reach out Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support 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, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThis is not switch and bait as Dell website for refurbished products are first comeThe customer has been provided a return for full creditAdvanced Resolution Group Incident [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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] **A Dell representative recently contacted [redacted] regarding his concernsOur representative explained to [redacted] that his Dell promotional gift card had expired and cannot be reinstatedOur representative also informed him of the terms & conditions of promotional gift cards.http://www.dell.com/learn/us/en/19/campaigns/gift-card-opt-tc-sec1-usAs a gesture of goodwill and in the interest of customer satisfaction, our representative offered a partial credit on a new Dell system purchaseHowever, [redacted] elected not to accept our offerHis request for a promotional gift card was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] , in case [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
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, 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
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:The representative was making a statement, The Fedex Tracking Number of the package ( [redacted] ) clearly showed that the package was returned due to shipper call back, NO delivery has ever been attempted.Please address this carefully Regards, [redacted] **
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 warranty to reflect a year of coverage We regret any miscommunication which may have occurred and appreciate the feedback As Dell is a global company, our representatives are located in different geographical locations and we do not have a policy in place under which the customer can be provided representative contact from a specific location Since the date of the submission, a Dell representative contacted the customer to provide assistance Our records indicate that the customer’s computer now includes warranty support until May, Our representative also assisted with the technical issue and remains available should the customer need further assistance We ask that she 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:If they're saying my warranty started Nov2013, and i'm entitled to total years, shouldn't they be offering to extend it by a year and a half? This still doesn't make any sense, cause of the so-called, shipping dateI've never purchased anything where MY warranty starts before I ever purchased an itemThese big corporations think they can get away with anything, and they usually do because no one would suspect their warranty starts at the retailer, and you guys have done nothing to stop them, actually giving them accreditation as a good businessVery disappointed with how this has been handled Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory, though not idealI preferred a full refund but was given a replacementI am hopeful that this unit is not also defective and that it lasts more than months Regards, [redacted]
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 experienceDell representative, [redacted] contacted the customer and apologized for the problemsThe representative authorized a new gift card be issued and confirmed receiptThe representative can be reached at email [redacted] Advanced Resolution Group Incident [redacted] Dell Inc