Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Customer expressed dissatisfaction with Dell service and support and wants a refundWe 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 explained the terms of sale, limited hardware warranty, and the return policy (www.Dell.com/Warranty)Dell’s return policy states that a return for credit is limited to the first thirty days from the invoice dateAny product returned to Dell without prior authorization from Dell will be considered an unauthorized return, and you will not receive credit for the product and Dell will not ship the product back to youOur records indicate, the original online order number [redacted] invoiced during September, 2016; therefore, a refund would not be an optionFurthermore, their request for reimbursement of third party service was respectfully deniedWe remain ready to assist Ms [redacted] within the terms of the warranty and our other policiesShould she have any additional concerns regarding this case, she 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants a partial creditWe 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 worked with the account verification department to resolve this matterOur records show that the original order [redacted] was placed onlineTheir request for account name change was respectfully deniedFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, customer was provided a couponOur representative also followto confirm resolutionShould 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent order and wants a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell records indicate the customer received a full refund for the incorrect order Since the date of the submission, a Dell representative contacted the customer to discuss their concerns The representative verified that the issues have been addressed and, for customer satisfaction reasons, offered a $concession coupon that could be used toward a future order from Dell We ask that the customer contact our representative at [redacted] 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:As I indicated to Dell representative, [redacted] , I still have not taken physical ownership of the laptop and will not until next week I requested, and she agreed, to keep my case open until that time and I take physical possession of the laptop This is to confirm the product that shipped conforms to the product specification and there are no other issues.Additionally, I will acknowledge that [redacted] has been helpful and professional in this process to ultimately deliver the Dell laptop I ordered But I still do not accept Dell's policy of providing no compensation or additional relief for delivering a product after months (~weeks) that was advertised as being delivered in about weeks When I escalated my complaint with Dell to the Revdex.com I was essentially told too bad Dell never accepted any responsibility for their poor customer service up to that point and advertising information My shipping address was accepted and known from the moment I placed the order Why does a customer has to go through hours of hassle and file a Revdex.com complaint to get quality customer service? I think the service [redacted] has provided via our communication should be the norm, not the exception I also think that an experience such as this should be appropriately compensated as my time is very important to me and I've wasted hours on a seemingly simple process Regards, [redacted]
Dear Revdex.com, A Dell representative [redacted] contacted the customer with regard to their concerns and explained that Dell’s Terms and Conditions of Sale dictate that a return for credit is limited to the first twenty-one (30) days from the invoice date, and that such hardware items would be subject to the available remedies under the applicable hardware warranty thereafterTo distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering onsite serviceThe customer declined the assistance by our offer to troubleshootWe have included the link for the customer to review the hardware warranty terms and conditions [redacted] Should she reconsider and agree to troubleshoot, she may contact Dell’s technical support representatives at ###-###-####Alternatively, should she want assistance from the representative assigned to assist with her submission, we ask that she contact the representative at [redacted] @Dell.com for any further assistance she may need regarding this matterSincerely Advanced Resolution Group Incident [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] , in the interest of customer satisfaction, has authorized the complete return and full refund to the customer for the return of the Dell Inspiron Notebook The refund has posted to the customer’s credit card under credit memo number [redacted] 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,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a thirty (30) day return period and, as the order invoiced during 2016, a return for a refund would not be an optionSince the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns and provide assistance Subsequently, our representative processed a service dispatch to send parts and a technician on-site to repair the computer, per the terms of Dell’s Limited Hardware Warranty The service dispatch has processed and upon follow-up, our representative was informed that the computer appears to be working fine Should Mr [redacted] need technical assistance, he may contact Dell’s technical support representatives at ###-###-#### Alternatively, should he want assistance from the representative assigned to assist with his submission, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund for security software We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate a refund for $posted to the customer’s Dell account on January 12, Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and provide an update to the credit status To date, the customer has not responded to the representative’s follcontact attempts We ask that he contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a promotion We regret any dissatisfaction he may have experienced and appreciate the feedback providedDell records indicate the customer contacted Dell regarding the rewards promotion and, for customer satisfaction reasons, was provided a $concession coupon to replace the $Rewards promotion Dell will not be offering additional concessions due to a promotion for a different item which offered Rewards that the customer elected not to purchase Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative denied the customer’s concession requests We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our records indicate the replacement order has been delivered and Mr [redacted] confirms receiptWe 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: I was told I would have the option to choose a headset($125-$150) from the Dell website because of the time I went without a PCIt was September when my PC originally went downI never said I was satisfied with only the replacementI lost a lot of time, including emails and phone calls at my work Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Dell stated that my wifes computer working....if that is the case then why after every repair something else is breaking down and conveniently saying to send to the depot which is NOT in the warranty the repairs being made lately have been substandard hence my request for a refurbished computer be respected Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has attempted to contact the customer, however; he has not responded to multiple contact attemptsA return for credit has been dispatched and the credit will be processed and applied to the original form of payment once the system has been receivedWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
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 I lost hours of my life trying to gain resolution with this issue Dell customer service is as bad as I have ever seen in all my 40+ years on this earth This order has now been delivered so my time with Dell now comes to an end I am closing all accounts and will never order from these people again I would advise others to stay out of the Dell service web Their people are uninformed and unable to help in any way, shape or fashion Revdex.com was very helpful with this matter My order would have still been "on hold" had the Revdex.com not have been there to support me Regards, [redacted]
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 submissionThe rep [redacted] has followed up with the Ms [redacted] a depot service has been authorizedMs [redacted] has been advised to back up her data prior to sending as a re-image of the hard drive may be necessaryOnce system has been repaired the representative will provide shipping informationPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with communication and processing expectations for their Dell orderWe 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 records indicate, order number [redacted] was canceled due to product availability issuesFurthermore, customer stated that they have already made another purchase from a third-party vendor and considers this matter closedShould 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
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 Thank you for providing a copy of the customer’s submission Since receiving the notification from your office our representative, [redacted] , made multiple attempts by telephone and e-mail to contact the customer to discuss their concerns [redacted] was able to leave messages regarding the purpose of his call and his contact information To date, there has been no response by the customer to the messages left so we have been unable to contact them to discuss their concernsAs a result, Dell cannot offer options for a resolution at this time Should the customer have any additional concerns they 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 Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:They still are refusing to do anything to help replace my tablet with a different modelI have had two tablets (same model) for just under two years and we have had them in a non-working/barley-working condition for most of the timeI don't feel that my request for a replacement is unfair Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] Customer expressed dissatisfaction with Dell service and support and wants a refundWe 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 explained the terms of sale, limited hardware warranty, and the return policy (www.Dell.com/Warranty)Dell’s return policy states that a return for credit is limited to the first thirty days from the invoice dateAny product returned to Dell without prior authorization from Dell will be considered an unauthorized return, and you will not receive credit for the product and Dell will not ship the product back to youOur records indicate, the original online order number [redacted] invoiced during September, 2016; therefore, a refund would not be an optionFurthermore, their request for reimbursement of third party service was respectfully deniedWe remain ready to assist Ms [redacted] within the terms of the warranty and our other policiesShould she have any additional concerns regarding this case, she 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants a partial creditWe 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 worked with the account verification department to resolve this matterOur records show that the original order [redacted] was placed onlineTheir request for account name change was respectfully deniedFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, customer was provided a couponOur representative also followto confirm resolutionShould 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
Complaint: [redacted] I am rejecting this response because: I haven't received the gift card yetThank you for your help Regards, [redacted] **
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent order and wants a refund We regret any dissatisfaction the customer may have experienced and appreciate the feedback provided Dell records indicate the customer received a full refund for the incorrect order Since the date of the submission, a Dell representative contacted the customer to discuss their concerns The representative verified that the issues have been addressed and, for customer satisfaction reasons, offered a $concession coupon that could be used toward a future order from Dell We ask that the customer contact our representative at [redacted] 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:As I indicated to Dell representative, [redacted] , I still have not taken physical ownership of the laptop and will not until next week I requested, and she agreed, to keep my case open until that time and I take physical possession of the laptop This is to confirm the product that shipped conforms to the product specification and there are no other issues.Additionally, I will acknowledge that [redacted] has been helpful and professional in this process to ultimately deliver the Dell laptop I ordered But I still do not accept Dell's policy of providing no compensation or additional relief for delivering a product after months (~weeks) that was advertised as being delivered in about weeks When I escalated my complaint with Dell to the Revdex.com I was essentially told too bad Dell never accepted any responsibility for their poor customer service up to that point and advertising information My shipping address was accepted and known from the moment I placed the order Why does a customer has to go through hours of hassle and file a Revdex.com complaint to get quality customer service? I think the service [redacted] has provided via our communication should be the norm, not the exception I also think that an experience such as this should be appropriately compensated as my time is very important to me and I've wasted hours on a seemingly simple process Regards, [redacted]
Dear Revdex.com, A Dell representative [redacted] contacted the customer with regard to their concerns and explained that Dell’s Terms and Conditions of Sale dictate that a return for credit is limited to the first twenty-one (30) days from the invoice date, and that such hardware items would be subject to the available remedies under the applicable hardware warranty thereafterTo distinguish between software and hardware problems and determine whether and what part dispatches might be necessary, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering onsite serviceThe customer declined the assistance by our offer to troubleshootWe have included the link for the customer to review the hardware warranty terms and conditions [redacted] Should she reconsider and agree to troubleshoot, she may contact Dell’s technical support representatives at ###-###-####Alternatively, should she want assistance from the representative assigned to assist with her submission, we ask that she contact the representative at [redacted] @Dell.com for any further assistance she may need regarding this matterSincerely Advanced Resolution Group Incident [redacted] Dell Inc
Complaint: [redacted] I am rejecting this response because:I have been I'll and I just got out of hospital.will try to e-mail Regards, [redacted] ***
Revdex.com Complaint ID: [redacted] Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, [redacted] Thank you for providing a copy of the customer’s submission Our records indicate Dell representative; [redacted] , in the interest of customer satisfaction, has authorized the complete return and full refund to the customer for the return of the Dell Inspiron Notebook The refund has posted to the customer’s credit card under credit memo number [redacted] 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,Thank you for providing a copy of the customer’s submission Mr [redacted] expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a thirty (30) day return period and, as the order invoiced during 2016, a return for a refund would not be an optionSince the date of the submission, a Dell representative contacted Mr [redacted] to discuss his concerns and provide assistance Subsequently, our representative processed a service dispatch to send parts and a technician on-site to repair the computer, per the terms of Dell’s Limited Hardware Warranty The service dispatch has processed and upon follow-up, our representative was informed that the computer appears to be working fine Should Mr [redacted] need technical assistance, he may contact Dell’s technical support representatives at ###-###-#### Alternatively, should he want assistance from the representative assigned to assist with his submission, we ask that he contact our representative at [redacted] @Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund for security software We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate a refund for $posted to the customer’s Dell account on January 12, Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and provide an update to the credit status To date, the customer has not responded to the representative’s follcontact attempts We ask that he contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: [redacted] Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a promotion We regret any dissatisfaction he may have experienced and appreciate the feedback providedDell records indicate the customer contacted Dell regarding the rewards promotion and, for customer satisfaction reasons, was provided a $concession coupon to replace the $Rewards promotion Dell will not be offering additional concessions due to a promotion for a different item which offered Rewards that the customer elected not to purchase Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative denied the customer’s concession requests We ask that the customer contact our representative at [redacted] @Dell.com should there be any further questions regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: [redacted] Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Our records indicate the replacement order has been delivered and Mr [redacted] confirms receiptWe 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: I was told I would have the option to choose a headset($125-$150) from the Dell website because of the time I went without a PCIt was September when my PC originally went downI never said I was satisfied with only the replacementI lost a lot of time, including emails and phone calls at my work Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Dell stated that my wifes computer working....if that is the case then why after every repair something else is breaking down and conveniently saying to send to the depot which is NOT in the warranty the repairs being made lately have been substandard hence my request for a refurbished computer be respected Regards, [redacted]
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by [redacted] ***Our representative has attempted to contact the customer, however; he has not responded to multiple contact attemptsA return for credit has been dispatched and the credit will be processed and applied to the original form of payment once the system has been receivedWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: [redacted] Dell, Inc
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 I lost hours of my life trying to gain resolution with this issue Dell customer service is as bad as I have ever seen in all my 40+ years on this earth This order has now been delivered so my time with Dell now comes to an end I am closing all accounts and will never order from these people again I would advise others to stay out of the Dell service web Their people are uninformed and unable to help in any way, shape or fashion Revdex.com was very helpful with this matter My order would have still been "on hold" had the Revdex.com not have been there to support me Regards, [redacted]
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 submissionThe rep [redacted] has followed up with the Ms [redacted] a depot service has been authorizedMs [redacted] has been advised to back up her data prior to sending as a re-image of the hard drive may be necessaryOnce system has been repaired the representative will provide shipping informationPlease have the customer contact the representative by email at [redacted] @Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] Customer expressed dissatisfaction with communication and processing expectations for their Dell orderWe 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 records indicate, order number [redacted] was canceled due to product availability issuesFurthermore, customer stated that they have already made another purchase from a third-party vendor and considers this matter closedShould 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
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 Thank you for providing a copy of the customer’s submission Since receiving the notification from your office our representative, [redacted] , made multiple attempts by telephone and e-mail to contact the customer to discuss their concerns [redacted] was able to leave messages regarding the purpose of his call and his contact information To date, there has been no response by the customer to the messages left so we have been unable to contact them to discuss their concernsAs a result, Dell cannot offer options for a resolution at this time Should the customer have any additional concerns they 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 Dell now moves to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
Complaint: [redacted] I am rejecting this response because:They still are refusing to do anything to help replace my tablet with a different modelI have had two tablets (same model) for just under two years and we have had them in a non-working/barley-working condition for most of the timeI don't feel that my request for a replacement is unfair Regards, [redacted]