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, Teresa M*** Thank you for providing a copy of the customer’s submission Dell representative, Gerard has been instrumental in assisting the customer with her technical concerns The customer’s computer system had been sent to the depot for repair but due to a parts availability issue, Gerard had offered the customer a system exchange During the negotiations the needed part arrived at the depot so the repair was able to be completed and the repaired system shipped back to the customer Gerard has confirmed with the customer the repaired system has been received and the customer has reported there are no other concerns The customer has Gerard’s contact information should she require further assistance in this matter, we invite her to reach out to Gerard We appreciate the customer allowing Dell to address this matter for her Additionally, we thank the Revdex.com for bringing the two parties together Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, Our records indicate that Dell has made exception by authorizing onsite service without the customers troubleshootingDue to these exceptions it is apparent that we need the customer to troubleshoot with the representative or we can have the system brought into the depot to be diagnosedIf the customer wishes to troubleshoot the representative can dispatch an external mouse if the customer does not already have oneThat will allow the customer to work with the representative to determine what problems may existThe representative will reach back out to the customer so we can move forward with a resolutionThe customer may also email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell
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 contact with the customer by phone and email [redacted] has apologized to the customer if the order he had placed was incorrect [redacted] was prepared to authorize the return of the equipment for a full refund to the customer, but he had seen in our records that a Dell Customer Care Representative has already provided the customer with a concession in the amount of $ [redacted] has informed the customer of this reimbursement and when the customer asked for additional consideration, [redacted] respectfully denied this request We apologize if the order received was not correct We are happy to make an exception by providing the customer with a generous concession, but if the customer remains unhappy, please have the customer contact our representative directly by email at [redacted] @Dell.com and Dell will allow the customer to return the equipment for a refund, less the concession amount of $ The customer had purchased this equipment June 8, so they are well past the return period, but Dell will extend the offer to return the equipment until September 13, should the customer desire to return This is why Dell has a thirty (30) day return policy, if an order is wrong or simply does not meet with a customer’s approval, they may call Dell within the return period to arrange the return of the equipment for a full refund We hope the customer agrees to keep the equipment; but if not, we are here to assist him further We thank the customer and the Revdex.com for bringing this matter to our attention Sincerely, Executive Support Team 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 concernsOur representative explained the terms and conditions of the limited hardware warranty, which dictate that software issues are not covered under the warrantyOur records show, the limited hardware warranty expired on January, 28, 2016; furthermore, the unit was purchased with a trial version of Microsoft Office[redacted] As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a refund for the DTC (Dell Tech Concierge) order number [redacted] and followto confirm resolutionHis request for free full version of Microsoft Office 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] @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 [redacted] Our representative has been in contact with the customer and, per the terms and condition of the sale and the Dell Limited Hardware Warranty, respectfully denied the customer’s request for compensation and a replacement systemOur representative offered, as a one-time goodwill gesture, software support or onsite service, or express depot service per the terms of the warranty, however; they were declinedDell Technical Support remains available to assist should the customer change their mindWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:Hello, Revdex.com! After previous case Dell sent me a wrong mobile workstation as replacement of my G0LLP(they sent [redacted] ) I bought a top configuration of in september I sent it to Dell for a display replacement (dead pixels)Dell lost my laptop and I was waiting more than MONTHS(!!!) for replacementNow they sent me a wrong configuration which is worse than I originally had and it has no warranty! Moreover, this laptop is deficient because it freezes every time without any reason and can not wake up from sleep mode, speed of nvme SSD is only 820MB/sec instead of 2200mb/s! I have all proofs - screenshots and video about itYou understand that I can't work on itI have a lot of problems with Dell products and services during month!! I'm a famous photographerPlease stop Dell to torturing me and please ask them to send me a new Presicion with 4K display and Xeon E3-1505M vor i7-7820HQI have to work smoothly! I'm tired of problems with Dell products and their poor customer service Thank you! Regards, [redacted]
Dell representative [redacted] contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at [redacted]
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 submissionA 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 customer has returned her product and her refund is processing 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 GroupIncident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: no customer should be treated like I was, it is not acceptable to keep someone on hold for multiple hours and bounce there call around and then hang out on them for asking for a supervisor , 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 repaired or replaced We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance A service dispatch was processed which appears to have resolved the issue We ask that the customer contact our representative at [redacted] _***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Almost it took days to resolve this It was difficult to manage without laptop for days.Dell has to compensate for this Regards, [redacted]
Dear Revdex.com, Dell records show that the representative [redacted] has attempted on several occasions to assist the customerThe warranty terms and conditions requires troubleshooting to determine a resolutionMr [redacted] has declined to cooperate in determining a resolutionWe remain available to support the system under the terms of the warrantyThe Mr [redacted] can contact Dell Support via chat, email or phone by visiting www.Dell.com/ContactWarranty information may be viewed by visiting www.Dell.com/Warranty Sincerely Advanced Resolution Group Incident [redacted] Dell
Today’s Date: 05/12/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondence The customer states technical concerns with their Dell systemAt this time the agent resolved the technical concerns and recorded the customers feedbackDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any other questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
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, Teresa M*** Thank you for providing a copy of the customer’s submission Dell representative, Gerard has been instrumental in assisting the customer with her technical concerns The customer’s computer system had been sent to the depot for repair but due to a parts availability issue, Gerard had offered the customer a system exchange During the negotiations the needed part arrived at the depot so the repair was able to be completed and the repaired system shipped back to the customer Gerard has confirmed with the customer the repaired system has been received and the customer has reported there are no other concerns The customer has Gerard’s contact information should she require further assistance in this matter, we invite her to reach out to Gerard We appreciate the customer allowing Dell to address this matter for her Additionally, we thank the Revdex.com for bringing the two parties together Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Dear Revdex.com, Our records indicate that Dell has made exception by authorizing onsite service without the customers troubleshootingDue to these exceptions it is apparent that we need the customer to troubleshoot with the representative or we can have the system brought into the depot to be diagnosedIf the customer wishes to troubleshoot the representative can dispatch an external mouse if the customer does not already have oneThat will allow the customer to work with the representative to determine what problems may existThe representative will reach back out to the customer so we can move forward with a resolutionThe customer may also email the representative at [redacted] @Dell.com Sincerely Advanced Resolution Group Incident [redacted] Dell
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 contact with the customer by phone and email [redacted] has apologized to the customer if the order he had placed was incorrect [redacted] was prepared to authorize the return of the equipment for a full refund to the customer, but he had seen in our records that a Dell Customer Care Representative has already provided the customer with a concession in the amount of $ [redacted] has informed the customer of this reimbursement and when the customer asked for additional consideration, [redacted] respectfully denied this request We apologize if the order received was not correct We are happy to make an exception by providing the customer with a generous concession, but if the customer remains unhappy, please have the customer contact our representative directly by email at [redacted] @Dell.com and Dell will allow the customer to return the equipment for a refund, less the concession amount of $ The customer had purchased this equipment June 8, so they are well past the return period, but Dell will extend the offer to return the equipment until September 13, should the customer desire to return This is why Dell has a thirty (30) day return policy, if an order is wrong or simply does not meet with a customer’s approval, they may call Dell within the return period to arrange the return of the equipment for a full refund We hope the customer agrees to keep the equipment; but if not, we are here to assist him further We thank the customer and the Revdex.com for bringing this matter to our attention Sincerely, Executive Support Team 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 concernsOur representative explained the terms and conditions of the limited hardware warranty, which dictate that software issues are not covered under the warrantyOur records show, the limited hardware warranty expired on January, 28, 2016; furthermore, the unit was purchased with a trial version of Microsoft Office[redacted] As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a refund for the DTC (Dell Tech Concierge) order number [redacted] and followto confirm resolutionHis request for free full version of Microsoft Office 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] @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 [redacted] Our representative has been in contact with the customer and, per the terms and condition of the sale and the Dell Limited Hardware Warranty, respectfully denied the customer’s request for compensation and a replacement systemOur representative offered, as a one-time goodwill gesture, software support or onsite service, or express depot service per the terms of the warranty, however; they were declinedDell Technical Support remains available to assist should the customer change their mindWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
Complaint: [redacted] I am rejecting this response because:Hello, Revdex.com! After previous case Dell sent me a wrong mobile workstation as replacement of my G0LLP(they sent [redacted] ) I bought a top configuration of in september I sent it to Dell for a display replacement (dead pixels)Dell lost my laptop and I was waiting more than MONTHS(!!!) for replacementNow they sent me a wrong configuration which is worse than I originally had and it has no warranty! Moreover, this laptop is deficient because it freezes every time without any reason and can not wake up from sleep mode, speed of nvme SSD is only 820MB/sec instead of 2200mb/s! I have all proofs - screenshots and video about itYou understand that I can't work on itI have a lot of problems with Dell products and services during month!! I'm a famous photographerPlease stop Dell to torturing me and please ask them to send me a new Presicion with 4K display and Xeon E3-1505M vor i7-7820HQI have to work smoothly! I'm tired of problems with Dell products and their poor customer service Thank you! Regards, [redacted]
Dell representative [redacted] contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at [redacted]
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 submissionA 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 customer has returned her product and her refund is processing 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 GroupIncident ID# [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: no customer should be treated like I was, it is not acceptable to keep someone on hold for multiple hours and bounce there call around and then hang out on them for asking for a supervisor , 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 repaired or replaced We regret any dissatisfaction she may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance A service dispatch was processed which appears to have resolved the issue We ask that the customer contact our representative at [redacted] _***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because: Almost it took days to resolve this It was difficult to manage without laptop for days.Dell has to compensate for this Regards, [redacted]
Dear Revdex.com, Dell records show that the representative [redacted] has attempted on several occasions to assist the customerThe warranty terms and conditions requires troubleshooting to determine a resolutionMr [redacted] has declined to cooperate in determining a resolutionWe remain available to support the system under the terms of the warrantyThe Mr [redacted] can contact Dell Support via chat, email or phone by visiting www.Dell.com/ContactWarranty information may be viewed by visiting www.Dell.com/Warranty Sincerely Advanced Resolution Group Incident [redacted] Dell
Today’s Date: 05/12/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondence The customer states technical concerns with their Dell systemAt this time the agent resolved the technical concerns and recorded the customers feedbackDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] @Dell.com with any other questions or concerns in the matter Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc