Dear Revdex.com, Our records indicate the representative [redacted] reached out to the customer to assist him and the customers’ only response is stated below; “why do you keep contacting me? You tried to run a bait and switch and I'm having nothing to do with your fraudI can only hope that [redacted] out so we can start getting decent customer service again” As we indicated in Dells last response after additional research it was found that this was a shipping issue with the carrier and Dell internal processDue to this the representative has requested the customer place another order with the outlet with similar specifications and Dell will honor the price Please have the customer contact the representative by emailing at [redacted] @Dell.com Advanced Resolution Group Incident [redacted] Dell Inc
Since the date of the follow up submission, a Dell representative remains engaged and is still assisting the customer in an attempt to reach final resolution As previously indicated, when items are returned to Dell, we are obligated to refund the original form of payment and the funds will go back to the card issuing banks which can release the funds to the customer We ask that the customer contact our representative at [redacted] _ [redacted] @Dell.com should there be any further questions regarding this matter
Today’s Date: 06/30/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 matter has been addressed with the customerWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should they have any other questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because Dell hasn't admitted that information for my purchase and others were somehow retrieved from their system No way anyone would be able to know information about my order (and others) unless it came from Dell It could be someone w/ in the company OR someone breached their systems Either way there has been no communication from Dell to their customers of this issue In fact I literally just got a call today from them at 11:13AM ETThe phone number they called from was ###-###-#### My caller id system says it's from [redacted] , ** They give different names all of the time They mention Western Names but they are from India Regards, [redacted]
Revdex.com: Dell has offered to replace my laptop with a refurbished unit I had purchased a new unit and am not happy about getting a refurbished unit They say that the warranty period will continue from my original purchase date of August 31, Being that my computer has been in Dells posession for half of that time being 'repaired' I find that unfair I am a very unhappy Dell customer and find this whole experience to be an example of a good company gone bad I have had a long history with purchasing Dell computers and devices but will never buy another Dell product I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Dear Revdex.com, Our records indicate the representative followed up with the customer that the parts that were replaced will have a month warranty on themIf she faces any issues with the other parts of the system it will need to be addressed by the out of warranty departmentPlease have the customer contact the representative by emailing at [redacted] with any additional questions or concerns Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell cannot carry out "official investigations" on behalf of FedExOfficial investigations are carried out by FedEx I have proof of the lies that [redacted] statedI understand that now, because you are avoiding my phone calls and emails that I continue to send you everyday, you feel the need to hide your full name in the correspondence between your office and I.I am responding to this complaint because you never replaced my laptopFor the record, I sent my DEFECTIVE laptop back to Dell Dell refused to honor their own warranty and I have been requesting the warranty replacement that customers are offered, since April I has to resort to reporting Dell to the Revdex.com to get any sort of attention regarding my warrantyWhy do customers have to resort to reporting Dell to the Revdex.com and other agencies like FTC and CFPB, just to receieve a feature specifically the warranty, thats supposed to come standard with their units? I spent months attempting to get this laptop replacement, which by the way was deemed defective and will be recalledNot only does Dell not stand by their warranty and also sell defective merchandise (I purhased the identical unit at best buy twice and sent back the second unit to dell due to defective XPS in laptop) but representatives like [redacted] feel the need to lie on a public forum (ie Revdex.com) and try to state that my replacement was delivered when it was notI never signed for the package and furthermore how on earth would Dell allow a package that's worth over 2,(two thousand dollars) not have required signature at point of delivery? Unlike [redacted] who has no formal documentation regarding receipt of the package delivery, besides her lie that came from her own mouth and by the way, internal logistics at Dell cannot formally conduct investigations on behalf of FedEx because they are only in charge of making sure that the product is handed over to FedEx, so please discontinue your scam tactics.FedEx never communicated by phone, email or standard mail that my order was received To clarify, [redacted] is committing fraud because she is stating mis-information that was not formally communicated via FedExI will be uploading documentation regarding the investigation by FedEx.Send my replacement unit immediately.Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative worked with our order verification team to resolve the matterPlease note that his order# [redacted] was delivered on May 8th, As a gesture of goodwill and in the interest of customer satisfaction, our representative issued a partial credit and followwith Mr [redacted] to confirm resolution We 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] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident 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 submissionOur records indicate the Dell representative; [redacted] has researched the matter with the customer regarding the fact that the customer understood he had placed an order for a computer with the AMD Processor but had received a computer with AMD processor speed [redacted] reminded the customer in lieu of returning the original computer to Dell for a refund, the customer had accepted compensation In the interest of customer satisfaction, [redacted] has offered the customer a ten (10%) percent discount off his next Dell purchase, which based on [redacted] ’s documentation; the customer has accepted this additional concession We certainly do apologize for any frustration or inconvenience this sales transaction may have caused the customer 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has processed the customer’s refund and a check has been mailed to him Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] _ [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Dell Inc's stubborn and short-sighted insistence that "nothing else can or will be done" is exactly the reason I will continue to pursue the issue until a resolution is made The hollow victory of sticking to anti-consumer rules of their own creation, possibly to the point of being illegal, is foolhardy and nonsensical.As I understand it, Dell feels that they made a mistake and they don't want to be held liable for it I wish that individual rights worked the same way, where liability for a situation could be stipulated away in a contract of my own design They made contract with me under the Uniform Commercial Code, and as I said before, I will pursue that contract until it is fulfilled on their part Regards, [redacted]
Dell representative ***_ [redacted] worked with this customer to resolve the issues as reported in the complaintThe issues are resolved and this case is closedOur representative may be reached at ***_ [redacted] @dell.com
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionOur records indicate that we have confirmed the system is working as designedDell has respectfully denied the request for refund for a local tech to set up the scannerThe representative has made an exception to refund the $on software but will need to confirm that it did not complete the installation processWe ask that the customer follow up with the representative by emailing [redacted] @Dell.comSincerely, Advanced Resolution Group INC# [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 resolutionWe ask that the customer follow up with his bank as we do show credit posted on 2/but it can take up to business days for the electronic transferDell considers the issue closedSincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:The diagram provided by the representative didn't accurately depict the laptop and lacked written instructionsThe representative told me that the laptop could be upgraded up to TB although the laptop doesn't have the wiring to do soI asked the Dell representative if Dell could upgrade the hard drive to 500GB (I am willing to REPURCHASE the hard drive if Dell installs it) -- NO RESPONSEI would have not purchased this laptop with 32GB hard drive (same hard drive space as my cell phone), if it was not upgradeable as stated by several Dell representatives Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] has been in contact with the customerThe representative explained that he would need a hour window to contact the customer and due the necessary troubleshootingDue to the limited time frame the customer has available the customer will be contacting our main support line for further assistancesSincerely, Advanced Resolution Group FID # [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , dispatched depot service and our records indicate the system has been repaired and is shipping back to Mr [redacted] We regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:ALL the necessary credits have NOT been posted back to the defrauded accountThe goodwill gesture offered by the business is for about the amount that was charged to me by the Credit Card provider for Overdraft fees and Interest charges, due to the unauthorized chargesThese have not yet been refunded and are being masked by the business as a goodwill gestureI have responded to Shawn and requested fair compensation Regards, [redacted]
Dear Revdex.com, Our records indicate that Dell representative Sacheendranath has been in contact with the customer in regards to this situationThe representative has authorized for an onsite to be done to replace parts and will follow up with the customer once completed Please have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have a full time position and I go to classes in the evening Dell is calling me during business hours which is very often difficult I respond to every email with a time in which I am available, but instead of adhering to my schedule, they want me to conform to theirs The last call I had with them, they attempted to do a restore of my device, but the computer is still running very slow, freezes when left unused for minutes, each time I have to restart the device These calls take a significant amount of time and I have a busy schedule, which makes the issues that I am having with this computer all the more frustrating The company claims that the issues are with the Microsoft Operating System, but it is a DELL problem because this is the software it uses and this was how the computer was deployed Stop passing the buck and get me a new computer - one that worksAlso, the fact that I cannot speak to an American is also very frustrating; even though I have tried on numerous occasions to contact headquarters, I am still getting a representative overseas I tried to file a complaint, once again, it was overseas I have not once spoken to an American The brochures that I receive are misleading The company compliments itself on providing outstanding service and has pictures of Americans in pictures are representatives of the company THIS IS A LIE and a representation of what is really being experienced when contacting DELLThis laptop that I have purchased may not be Dell's top of the line model, but I spent $on this computer and it need to work as well as their more high end products and it does not The fact that they are blaming me for not being able to reach me is as appalling as this horrible lap top computer Regards, [redacted]
Dear Revdex.com, Our records indicate the representative [redacted] reached out to the customer to assist him and the customers’ only response is stated below; “why do you keep contacting me? You tried to run a bait and switch and I'm having nothing to do with your fraudI can only hope that [redacted] out so we can start getting decent customer service again” As we indicated in Dells last response after additional research it was found that this was a shipping issue with the carrier and Dell internal processDue to this the representative has requested the customer place another order with the outlet with similar specifications and Dell will honor the price Please have the customer contact the representative by emailing at [redacted] @Dell.com Advanced Resolution Group Incident [redacted] Dell Inc
Since the date of the follow up submission, a Dell representative remains engaged and is still assisting the customer in an attempt to reach final resolution As previously indicated, when items are returned to Dell, we are obligated to refund the original form of payment and the funds will go back to the card issuing banks which can release the funds to the customer We ask that the customer contact our representative at [redacted] _ [redacted] @Dell.com should there be any further questions regarding this matter
Today’s Date: 06/30/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 matter has been addressed with the customerWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com should they have any other questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because Dell hasn't admitted that information for my purchase and others were somehow retrieved from their system No way anyone would be able to know information about my order (and others) unless it came from Dell It could be someone w/ in the company OR someone breached their systems Either way there has been no communication from Dell to their customers of this issue In fact I literally just got a call today from them at 11:13AM ETThe phone number they called from was ###-###-#### My caller id system says it's from [redacted] , ** They give different names all of the time They mention Western Names but they are from India Regards, [redacted]
Revdex.com: Dell has offered to replace my laptop with a refurbished unit I had purchased a new unit and am not happy about getting a refurbished unit They say that the warranty period will continue from my original purchase date of August 31, Being that my computer has been in Dells posession for half of that time being 'repaired' I find that unfair I am a very unhappy Dell customer and find this whole experience to be an example of a good company gone bad I have had a long history with purchasing Dell computers and devices but will never buy another Dell product I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Dear Revdex.com, Our records indicate the representative followed up with the customer that the parts that were replaced will have a month warranty on themIf she faces any issues with the other parts of the system it will need to be addressed by the out of warranty departmentPlease have the customer contact the representative by emailing at [redacted] with any additional questions or concerns Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Dell cannot carry out "official investigations" on behalf of FedExOfficial investigations are carried out by FedEx I have proof of the lies that [redacted] statedI understand that now, because you are avoiding my phone calls and emails that I continue to send you everyday, you feel the need to hide your full name in the correspondence between your office and I.I am responding to this complaint because you never replaced my laptopFor the record, I sent my DEFECTIVE laptop back to Dell Dell refused to honor their own warranty and I have been requesting the warranty replacement that customers are offered, since April I has to resort to reporting Dell to the Revdex.com to get any sort of attention regarding my warrantyWhy do customers have to resort to reporting Dell to the Revdex.com and other agencies like FTC and CFPB, just to receieve a feature specifically the warranty, thats supposed to come standard with their units? I spent months attempting to get this laptop replacement, which by the way was deemed defective and will be recalledNot only does Dell not stand by their warranty and also sell defective merchandise (I purhased the identical unit at best buy twice and sent back the second unit to dell due to defective XPS in laptop) but representatives like [redacted] feel the need to lie on a public forum (ie Revdex.com) and try to state that my replacement was delivered when it was notI never signed for the package and furthermore how on earth would Dell allow a package that's worth over 2,(two thousand dollars) not have required signature at point of delivery? Unlike [redacted] who has no formal documentation regarding receipt of the package delivery, besides her lie that came from her own mouth and by the way, internal logistics at Dell cannot formally conduct investigations on behalf of FedEx because they are only in charge of making sure that the product is handed over to FedEx, so please discontinue your scam tactics.FedEx never communicated by phone, email or standard mail that my order was received To clarify, [redacted] is committing fraud because she is stating mis-information that was not formally communicated via FedExI will be uploading documentation regarding the investigation by FedEx.Send my replacement unit immediately.Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur representative worked with our order verification team to resolve the matterPlease note that his order# [redacted] was delivered on May 8th, As a gesture of goodwill and in the interest of customer satisfaction, our representative issued a partial credit and followwith Mr [redacted] to confirm resolution We 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] @Dell.com, in case Mr [redacted] has any further concerns regarding this case Sincerely,Executive Support TeamIncident 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 submissionOur records indicate the Dell representative; [redacted] has researched the matter with the customer regarding the fact that the customer understood he had placed an order for a computer with the AMD Processor but had received a computer with AMD processor speed [redacted] reminded the customer in lieu of returning the original computer to Dell for a refund, the customer had accepted compensation In the interest of customer satisfaction, [redacted] has offered the customer a ten (10%) percent discount off his next Dell purchase, which based on [redacted] ’s documentation; the customer has accepted this additional concession We certainly do apologize for any frustration or inconvenience this sales transaction may have caused the customer 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer Thank you for providing a copy of the customer’s submission A Dell representative, [redacted] has been in contact with the customer regarding their concerns We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback [redacted] has processed the customer’s refund and a check has been mailed to him Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: [redacted] _ [redacted] @Dell.com Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:Dell Inc's stubborn and short-sighted insistence that "nothing else can or will be done" is exactly the reason I will continue to pursue the issue until a resolution is made The hollow victory of sticking to anti-consumer rules of their own creation, possibly to the point of being illegal, is foolhardy and nonsensical.As I understand it, Dell feels that they made a mistake and they don't want to be held liable for it I wish that individual rights worked the same way, where liability for a situation could be stipulated away in a contract of my own design They made contract with me under the Uniform Commercial Code, and as I said before, I will pursue that contract until it is fulfilled on their part Regards, [redacted]
Dell representative ***_ [redacted] worked with this customer to resolve the issues as reported in the complaintThe issues are resolved and this case is closedOur representative may be reached at ***_ [redacted] @dell.com
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionOur records indicate that we have confirmed the system is working as designedDell has respectfully denied the request for refund for a local tech to set up the scannerThe representative has made an exception to refund the $on software but will need to confirm that it did not complete the installation processWe ask that the customer follow up with the representative by emailing [redacted] @Dell.comSincerely, Advanced Resolution Group INC# [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 resolutionWe ask that the customer follow up with his bank as we do show credit posted on 2/but it can take up to business days for the electronic transferDell considers the issue closedSincerely, Advanced Resolution Group Incident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:The diagram provided by the representative didn't accurately depict the laptop and lacked written instructionsThe representative told me that the laptop could be upgraded up to TB although the laptop doesn't have the wiring to do soI asked the Dell representative if Dell could upgrade the hard drive to 500GB (I am willing to REPURCHASE the hard drive if Dell installs it) -- NO RESPONSEI would have not purchased this laptop with 32GB hard drive (same hard drive space as my cell phone), if it was not upgradeable as stated by several Dell representatives Regards, [redacted]
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative [redacted] has been in contact with the customerThe representative explained that he would need a hour window to contact the customer and due the necessary troubleshootingDue to the limited time frame the customer has available the customer will be contacting our main support line for further assistancesSincerely, Advanced Resolution Group FID # [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our representative, [redacted] , dispatched depot service and our records indicate the system has been repaired and is shipping back to Mr [redacted] We regret any dissatisfaction Mr [redacted] may have experienced and appreciate the feedback provided regarding his Dell Experience [redacted] may be contacted via email at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:ALL the necessary credits have NOT been posted back to the defrauded accountThe goodwill gesture offered by the business is for about the amount that was charged to me by the Credit Card provider for Overdraft fees and Interest charges, due to the unauthorized chargesThese have not yet been refunded and are being masked by the business as a goodwill gestureI have responded to Shawn and requested fair compensation Regards, [redacted]
Dear Revdex.com, Our records indicate that Dell representative Sacheendranath has been in contact with the customer in regards to this situationThe representative has authorized for an onsite to be done to replace parts and will follow up with the customer once completed Please have the customer contact the representative by email at [redacted] @Dell.com with any additional concerns regarding this matter Sincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: I have a full time position and I go to classes in the evening Dell is calling me during business hours which is very often difficult I respond to every email with a time in which I am available, but instead of adhering to my schedule, they want me to conform to theirs The last call I had with them, they attempted to do a restore of my device, but the computer is still running very slow, freezes when left unused for minutes, each time I have to restart the device These calls take a significant amount of time and I have a busy schedule, which makes the issues that I am having with this computer all the more frustrating The company claims that the issues are with the Microsoft Operating System, but it is a DELL problem because this is the software it uses and this was how the computer was deployed Stop passing the buck and get me a new computer - one that worksAlso, the fact that I cannot speak to an American is also very frustrating; even though I have tried on numerous occasions to contact headquarters, I am still getting a representative overseas I tried to file a complaint, once again, it was overseas I have not once spoken to an American The brochures that I receive are misleading The company compliments itself on providing outstanding service and has pictures of Americans in pictures are representatives of the company THIS IS A LIE and a representation of what is really being experienced when contacting DELLThis laptop that I have purchased may not be Dell's top of the line model, but I spent $on this computer and it need to work as well as their more high end products and it does not The fact that they are blaming me for not being able to reach me is as appalling as this horrible lap top computer Regards, [redacted]