Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Ms [redacted] expressed dissatisfaction with Dell’s response and wants her computer repaired Dell’s records do not support Ms [redacted] ’ comments that this was an unresolved, ongoing issue As previously stated, there were no calls logged under Ms [redacted] ’ Dell account until January of this year at which time she reported the DC port was loose Her computer was repaired and had there been ongoing issues, it would have been necessary for her to contact Dell to report the issue was not resolved at that time If there were no error messages, the issue was resolved with the repair and her recent issue occurred following expiration of her one year warranty Out of fairness to Dell customers who purchase warranty extensions, Dell will not offer to provide free out of warranty support We remain available to assist via Dell’s fee-based out of warranty repair representatives should she want to purchase this serviceAs Dell’s stance remains unchanged, no further attempt will be made to reach Ms [redacted] regarding this matterOur representative remains available to discuss these issues however there will be no change in the resolution offered.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: I have sent the company (Dell) email stating that there was issues with the wireless card and the keyboard to include the batteryNow the laptop hinge doesn't workIt becomes displaced at opening and closing 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] * [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 [redacted] has explained the system is well outside the return period so the purchase is considered final therefore, a return for a refund is not possible at this time The customer has informed [redacted] they intend to return the system to Dell with no authorization [redacted] has cautioned the customer returning the system without Dell’s authorization is not advised because Dell is under no obligation to provide the customer with a refund Dell accepts no liability of the customer’s actions 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, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because of fraudulent sales practices by DellThe order can be cancelled but was not cancelled and if something like this happened whivh Dell claims to be a pricing error then why would Dell ship it to me or not even inform me about it until I get back to them after receiving the order but no something wrong was shipped which I never ordered and on top of that every single person I spoke to was in India and everytime lied to me about this ordersometimes she tells that partial order was shippedThe rep I spoke to doesnt even know the meaning of a packing slipThe packing slip says the package should have monitors as well but whereare they? Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, ***, contacted Mr [redacted] and discussed the options with himMr [redacted] consented to continue with the depot serviceThe system was repaired and Mr [redacted] has received the systemAnother representative, [redacted] , provided technical assistance for the docking port [redacted] confirmed, with a follow up call, that all issues have been correctedHe remains available and may be contacted via email at [redacted] @Dell.comWe regret the dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] **A Dell representative recently contacted Mr [redacted] regarding his concernsPlease note that Mr [redacted] was asked to provide a valid proof of purchase and complete the transfer of ownership form [redacted] Please note that our representative made multiple attempts to reach Mr**; however, has not been able to further discuss the contents of his correspondenceWe 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 policies Our 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, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Customer expressed dissatisfaction with Dell service and supportWe 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 concernsPlease note that our representative made multiple attempts to reach the customer; however, has not been able to further discuss this matterWe remain available 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 Dell by phone, email or chat by visiting [redacted] , or for online assistance at [redacted] Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Thank you for providing a copy of the customer submissionDell representative [redacted] contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because: Dells response makes NO sense I HAVE responded (numerous times) to the individual that has been contacting me, as he refuses to contact my Attorney directly My Attorney contacted DELL with the facts of the matter, and his request that Dell respond to him But, they wont So, I HAVE communicated with Mr" [redacted] " Dell seems to have serious communication problems with their people in India I AM NOT in possession of ANY system other than the ONE that is defective and is being contested, and DELL should know that! NO, a resolution has not been agreed upon It is still a matter of an exchange for the same (or greater), as per Dells exchange policy, or a FULL return and subsequent refund via zeroing out my DFS account and refunding all monies already paid on that account The last correspondence with Mr [redacted] was yesterday (March 31st 2016), where he offers a return I, in turn, responded with my request that ALL (including software that I bought from dell and would no longer have access to) be returned and my request for the total dollar amount before any agreement I also presented him with the possibility of an exchange (which my attorney made clear would be acceptable), as long as an exchange is not a downgrade from the existing version of this model I also made clear to him that the current model of this system is less in price than I originally paid, and perhaps an exchange makes better sense for both parties I HAVE NOT heard back This matter IS NOT resolved I remain stuck with a Computer that is defective, and was verified defective by Dells Tech Support and Advanced Resolution Since Dell seems confused, the service tag of the ONE AND ONLY System I have in my possession is: [redacted] If the Revdex.com wishes copies of the letter my Attorney sent to Dell (in Texas) and/or any email exchange, to prove that I HAVE INDEED responded, please advise I will be happy to forward all The matter IS NOT resolved Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] * [redacted] Customer expressed dissatisfaction with Dell service and support and wants the product replaced We 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 concerns and provide assistanceOur representative also provided technical assistance and confirmed that the product was functioning properlyTheir request for product replacement was respectfully deniedShould Mr [redacted] have any additional concerns regarding this case, he can reach out to 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
Today’s Date: 07/15/ 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 correspondenceThe customer states concerns with their Dell unitAt this time the agent has informed the customer the refund as been posted to the customers original form of paymentWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** [redacted] on behalf of [redacted] A Dell representative recently spoke to [redacted] regarding her concernsShe informed our representative that the issue has been resolved to her satisfaction and does not require any further assistanceWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] , in case [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has followed up with the customer in regards to his rebuttalThe representative resent the email to the customer from Feb 6th that provided the gift card amount and informationWe have also provided the information below: The Electronic Certificate Number (Ending in ***) with the PIN Number (***) has been credited with $and Is activeWe ask that the customer please follow up with the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The computer had the same symptoms as the first one, me and my wife have been great Dell customers for the past years we have bought computers and a sony play station There is no way that of the exact same computer should have the same symptoms ,excessive overheating and loud fan noiseIf the first one was impossible to fix its likely the second will be the sameI never did get any report back on the first computer as to why it crashed just like the one I have nowI did send the first one back but did not get an email or even a phone call with the conclusive issue with itI think I deserve a new computer and they do not have to provide a free one year warranty I will buy the warranty myself In conclusion I cannot accept what they are offering as a resolution its just not a fair situation to me They are a multimillion dollar company and in my opinion should act as one Regards, [redacted]
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact the representative at [redacted] @Dell.com for any further assistance they may need regarding this matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , while they did finally reimburse me, they still wasted weeks, failed to provide the service I payed for and were unable to give me proper information on the resolutionI believe Dell could use this complaint to improve their service Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Dell has “misplaced” all records of contact with technical service done on my laptopI will not continue down the path of needing repair on a new computerThe rudeness I have experienced with the contact assigned to me and all others at Dell has been eye openingThis business cannot stay organized and passes you around to new individuals constantly so that any call takes a minimum of twenty minutes before you can begin discussing the issueThat is not okayIf I’m not allowed to return then I want at least half my money back so I can go purchase an actual, functioning computerIt will not be a DellAlso, the responses to this claim have been falseDell stated I did not respond to being contacted when what actually happened was I called three times on Wednesday, November Two of the calls the automated system led me to nothing where the call automatically endedSo I called again and after being sent to three people I was told they couldn’t help me I then received an email so I responded to that and never received a responseI will not have Dell push me aside on thisTheir slow service is the reason a person can not resolve anything fast enough to return within their small return windowI refuse to work with their customer service or technical support and willonly accept a full refund or half of my purchase price backThis continues to take way too much of my time and I cannot handle these rude representatives Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Dell Computers received these via UPS ~ signed for them by their employee Mc Donough on April 12, 2017.I was told by dell on April 14th that it will take 5-business days to provide a credit memo to us.That is today at the latest Then they send this notice, it is more of the same run around they have been providing to me for months.And there is no phone number for me to call that anyone at dell answers.Revdex.com PLEASE HELP ME 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 to me A helpful Dell representative contacted me and facilitated the return process Thanks to Dell for making an exception in this case and allowing a return Regards, [redacted]
Dell representative, [redacted] , has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter
Dear Revdex.com,Thank you for providing a copy of the customer’s follow up submission Ms [redacted] expressed dissatisfaction with Dell’s response and wants her computer repaired Dell’s records do not support Ms [redacted] ’ comments that this was an unresolved, ongoing issue As previously stated, there were no calls logged under Ms [redacted] ’ Dell account until January of this year at which time she reported the DC port was loose Her computer was repaired and had there been ongoing issues, it would have been necessary for her to contact Dell to report the issue was not resolved at that time If there were no error messages, the issue was resolved with the repair and her recent issue occurred following expiration of her one year warranty Out of fairness to Dell customers who purchase warranty extensions, Dell will not offer to provide free out of warranty support We remain available to assist via Dell’s fee-based out of warranty repair representatives should she want to purchase this serviceAs Dell’s stance remains unchanged, no further attempt will be made to reach Ms [redacted] regarding this matterOur representative remains available to discuss these issues however there will be no change in the resolution offered.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: I have sent the company (Dell) email stating that there was issues with the wireless card and the keyboard to include the batteryNow the laptop hinge doesn't workIt becomes displaced at opening and closing 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] * [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 [redacted] has explained the system is well outside the return period so the purchase is considered final therefore, a return for a refund is not possible at this time The customer has informed [redacted] they intend to return the system to Dell with no authorization [redacted] has cautioned the customer returning the system without Dell’s authorization is not advised because Dell is under no obligation to provide the customer with a refund Dell accepts no liability of the customer’s actions 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, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because of fraudulent sales practices by DellThe order can be cancelled but was not cancelled and if something like this happened whivh Dell claims to be a pricing error then why would Dell ship it to me or not even inform me about it until I get back to them after receiving the order but no something wrong was shipped which I never ordered and on top of that every single person I spoke to was in India and everytime lied to me about this ordersometimes she tells that partial order was shippedThe rep I spoke to doesnt even know the meaning of a packing slipThe packing slip says the package should have monitors as well but whereare they? Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, ***, contacted Mr [redacted] and discussed the options with himMr [redacted] consented to continue with the depot serviceThe system was repaired and Mr [redacted] has received the systemAnother representative, [redacted] , provided technical assistance for the docking port [redacted] confirmed, with a follow up call, that all issues have been correctedHe remains available and may be contacted via email at [redacted] @Dell.comWe regret the dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell experience Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] **A Dell representative recently contacted Mr [redacted] regarding his concernsPlease note that Mr [redacted] was asked to provide a valid proof of purchase and complete the transfer of ownership form [redacted] Please note that our representative made multiple attempts to reach Mr**; however, has not been able to further discuss the contents of his correspondenceWe 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 policies Our 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, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Customer expressed dissatisfaction with Dell service and supportWe 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 concernsPlease note that our representative made multiple attempts to reach the customer; however, has not been able to further discuss this matterWe remain available 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 Dell by phone, email or chat by visiting [redacted] , or for online assistance at [redacted] Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Thank you for providing a copy of the customer submissionDell representative [redacted] contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at [redacted] @Dell.com
Complaint: [redacted] I am rejecting this response because: Dells response makes NO sense I HAVE responded (numerous times) to the individual that has been contacting me, as he refuses to contact my Attorney directly My Attorney contacted DELL with the facts of the matter, and his request that Dell respond to him But, they wont So, I HAVE communicated with Mr" [redacted] " Dell seems to have serious communication problems with their people in India I AM NOT in possession of ANY system other than the ONE that is defective and is being contested, and DELL should know that! NO, a resolution has not been agreed upon It is still a matter of an exchange for the same (or greater), as per Dells exchange policy, or a FULL return and subsequent refund via zeroing out my DFS account and refunding all monies already paid on that account The last correspondence with Mr [redacted] was yesterday (March 31st 2016), where he offers a return I, in turn, responded with my request that ALL (including software that I bought from dell and would no longer have access to) be returned and my request for the total dollar amount before any agreement I also presented him with the possibility of an exchange (which my attorney made clear would be acceptable), as long as an exchange is not a downgrade from the existing version of this model I also made clear to him that the current model of this system is less in price than I originally paid, and perhaps an exchange makes better sense for both parties I HAVE NOT heard back This matter IS NOT resolved I remain stuck with a Computer that is defective, and was verified defective by Dells Tech Support and Advanced Resolution Since Dell seems confused, the service tag of the ONE AND ONLY System I have in my possession is: [redacted] If the Revdex.com wishes copies of the letter my Attorney sent to Dell (in Texas) and/or any email exchange, to prove that I HAVE INDEED responded, please advise I will be happy to forward all The matter IS NOT resolved Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] * [redacted] Customer expressed dissatisfaction with Dell service and support and wants the product replaced We 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 concerns and provide assistanceOur representative also provided technical assistance and confirmed that the product was functioning properlyTheir request for product replacement was respectfully deniedShould Mr [redacted] have any additional concerns regarding this case, he can reach out to 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
Today’s Date: 07/15/ 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 correspondenceThe customer states concerns with their Dell unitAt this time the agent has informed the customer the refund as been posted to the customers original form of paymentWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** [redacted] on behalf of [redacted] A Dell representative recently spoke to [redacted] regarding her concernsShe informed our representative that the issue has been resolved to her satisfaction and does not require any further assistanceWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at [redacted] , in case [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com, Our records indicate that Dell representative [redacted] has followed up with the customer in regards to his rebuttalThe representative resent the email to the customer from Feb 6th that provided the gift card amount and informationWe have also provided the information below: The Electronic Certificate Number (Ending in ***) with the PIN Number (***) has been credited with $and Is activeWe ask that the customer please follow up with the representative by emailing at [redacted] @Dell.comSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: The computer had the same symptoms as the first one, me and my wife have been great Dell customers for the past years we have bought computers and a sony play station There is no way that of the exact same computer should have the same symptoms ,excessive overheating and loud fan noiseIf the first one was impossible to fix its likely the second will be the sameI never did get any report back on the first computer as to why it crashed just like the one I have nowI did send the first one back but did not get an email or even a phone call with the conclusive issue with itI think I deserve a new computer and they do not have to provide a free one year warranty I will buy the warranty myself In conclusion I cannot accept what they are offering as a resolution its just not a fair situation to me They are a multimillion dollar company and in my opinion should act as one Regards, [redacted]
A Dell representative has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact the representative at [redacted] @Dell.com for any further assistance they may need regarding this matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , while they did finally reimburse me, they still wasted weeks, failed to provide the service I payed for and were unable to give me proper information on the resolutionI believe Dell could use this complaint to improve their service Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Dell has “misplaced” all records of contact with technical service done on my laptopI will not continue down the path of needing repair on a new computerThe rudeness I have experienced with the contact assigned to me and all others at Dell has been eye openingThis business cannot stay organized and passes you around to new individuals constantly so that any call takes a minimum of twenty minutes before you can begin discussing the issueThat is not okayIf I’m not allowed to return then I want at least half my money back so I can go purchase an actual, functioning computerIt will not be a DellAlso, the responses to this claim have been falseDell stated I did not respond to being contacted when what actually happened was I called three times on Wednesday, November Two of the calls the automated system led me to nothing where the call automatically endedSo I called again and after being sent to three people I was told they couldn’t help me I then received an email so I responded to that and never received a responseI will not have Dell push me aside on thisTheir slow service is the reason a person can not resolve anything fast enough to return within their small return windowI refuse to work with their customer service or technical support and willonly accept a full refund or half of my purchase price backThis continues to take way too much of my time and I cannot handle these rude representatives Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Dell Computers received these via UPS ~ signed for them by their employee Mc Donough on April 12, 2017.I was told by dell on April 14th that it will take 5-business days to provide a credit memo to us.That is today at the latest Then they send this notice, it is more of the same run around they have been providing to me for months.And there is no phone number for me to call that anyone at dell answers.Revdex.com PLEASE HELP ME 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 to me A helpful Dell representative contacted me and facilitated the return process Thanks to Dell for making an exception in this case and allowing a return Regards, [redacted]
Dell representative, [redacted] , has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter