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
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe pictures taken at the depot clearly show water damageDell has closed this complaintAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] * ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants an account creditWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative made multiple attempts to reach the customer; however, has not been able to discuss this matterShould Ms [redacted] have any additional concerns regarding this case, she can reach out to our representative directly by e-mail at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: In response to your complaint, I acknowledge the terms of the warranty During the period when the computer was under warranty and in reference to your specific point "We will assist you in replacing the defective part with the replacement part over the phone if you call Customer Service" I called customer service and specifically asked for the original part number of the current motherboard I needed to order so I could determine the price and place an order I repeatedly asked during my warranty period for that information and after getting no answers to my question, I filed the complaint to try and extend my warranty period until we get to resolution on this matter Since we are still at the point where DFS customer service has not given me a part number or proof of market value, I am still rejecting this responsePictures of any motherboard that is compatible with the case is not an acceptable response I would need to verify the current processor and memory are compatible with the new board which is why I have repeatedly asked for the exact part number you diagnosed as the problem during the original warranty period and got no resolution I was also reminded that once the warranty period is over, there will be no support and currently my warranty is expired so asking me to call customer service is not an acceptable response unless you are authorizing them to communicate with me to get to a resolution Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Company is seeking an easy way out which will not work This company fails to understand my issue The company is trying to repair my new computer parts with used parts And try and satisfy me I've had this issue before with a previous laptop due to defective parts This company is trying to fix working parts with defective refurbished parts They can't promise these parts 100% working with no issues The company came out with a new RVersion because of the faulty computer case design on my model which causes high temperatures and very hot keyboard issues I asked this company for an easy resolution to swap all my parts of this model to the new RChassis design to solve the faulty laptop design This company refused an easy method I was not seeking a new computer I was politely asking for my parts from this current model to be swapped to a newer case design to solve my heat issues It has nothing to do with hardware as my computer is working well just getting to very high temperatures due to the crap computer design If you look at the new alienware offered you can clearly see they stated they remastered the cooling option as a main new feature to the laptop design This business is being complicated and im not accepting this as a resolution and this will just give me problems Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] * [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur records show that that the credit for order# [redacted] has been posted to the original form of paymentWe 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,Dell representative [redacted] attempted to contact Mr [redacted] to assist in resolving the issues reported in his complaintHowever, our representative was not successful but he was able to leave a voice mail messageOur representative will continue in efforts to reach Mr [redacted] and may be reached at [redacted] @dell.com.Sincerely,Dell Advanced Resolution Team
Dear Revdex.com, Our records indicate that the Dell representative [redacted] is in contact with the customerAt this time the customer requested additional time due to him movingWe ask that the customer follow up as soon as possible with the representative so we can determine a resolutionThe representative can be reached by emailing [redacted] @Dell.comSincerely Advanced Resolution Group Incident [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 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
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 A Dell representative, Arun 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 Arun has sent the customer a system exchange to replace his computer Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted] Dell now m***s to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
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]
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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate when the customer first received her system she did experience software issues with updatesThis type of windows issue was a known issue with Windows but it was explained to the customer this was not a hardware problemAt this time due to the customer experience as an exception a refurbished exchange was offeredWe do suggest that the customer review the terms and conditions of her warranty [redacted] Should the customer reconsider, we ask that they contact our representative within ten (10) days from the date of this response for any further assistance they may need regarding this matter Sincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because:These are all lies , they never offered me to send my computer back to meAll they said is we will send you another system !!! I asked about what's going to happen to the money I paid for the extended warranties you charged me for the old system ,the one guy said it will be refunded to you ! that is after I called many times to find out what happened to the old systemNobody knew they kept transferring me from one person to anotherAnd then finally after many days they contacted me about sending me the refurbished system that I have now!! The man said that this one system is a very good system and won't need any repairs for at least five yearsSo then I asked him " why are you keeping the money I paid for hardware and software I nee my money back" So they sent the system along with e.mails showing ( no charge ) showing zero amountI still have the e.mails In the matter of me asking them for money that is all liesMay be when I was negotiating for the price of the warranties and repairs and that was way before I even sent my old system to them for repairsAnd they charged my account the same day!!!!! These people are rude and ruthless and have no manners , they don't give you a chance to talk or express your self They keep calling at times that i"m not home they don't say anything and leave the same messageI call back and I get transferred from one person to anotherThen when I get somebody they all say the same thing and keep avoiding the refund subjectAnd then tell me that they are going to dismiss the case.......Please do what what you think is right, I am not looking for freebies I'm just looking for justice and what is fair they charged me $ for whatthey have systems better than the one they sent me brand new for $They are extortionate , all they said about me are fabrications Regards [redacted] [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 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
Complaint: [redacted] I am rejecting this response because:I find this business practice poor & it resembles a "bait & switch"I would like to know how many of the promotional computers that I thought I bought were available & were sold within that minute that the promotion was apparently activeI find the 5% discount offered by Dell laughable Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:No action has been taken and Dell has failed to acknowledge any of my concerns For example, Dell refused to even acknowledge that other customers were allowed to purchase the Doorbuster items before the sale officially started This response is very half-hearted and Dell's actions in this manner are similar to practices that prompted a lawsuit that was previously filed against Dell for fraudulent advertising It seems that even after losing that lawsuit and paying penalties Dell has made no attempt to mend their business practices I've attached a copy of my interaction with an online Dell customer service rep that elaborates on the details of my complaint If nothing else, I hope this serves as a warning to potential Dell customersRegards, [redacted] Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The warranty as it was originally listed, stated that it was valid until October None of Dell's actions since the first call acknowledge this factFee-based support was already paid for by the original purchaserThe warranty is on the hardware, and is tied to the device it is purchased forRegardless of who the original purchaser sells/donates/gives it to, the warranty shall remainDell is refusing to investigate the warranty's changed date, and are refusing to thus honor the warranty that was on this system 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
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
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe pictures taken at the depot clearly show water damageDell has closed this complaintAdvanced Resolution Group Incident [redacted] Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms [redacted] * ***Customer expressed dissatisfaction with communication and processing expectations for their Dell order and wants an account creditWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative made multiple attempts to reach the customer; however, has not been able to discuss this matterShould Ms [redacted] have any additional concerns regarding this case, she can reach out to our representative directly by e-mail at [redacted] @Dell.com Sincerely, Advanced Resolution Group Incident ID: [redacted] Dell
Complaint: [redacted] I am rejecting this response because: In response to your complaint, I acknowledge the terms of the warranty During the period when the computer was under warranty and in reference to your specific point "We will assist you in replacing the defective part with the replacement part over the phone if you call Customer Service" I called customer service and specifically asked for the original part number of the current motherboard I needed to order so I could determine the price and place an order I repeatedly asked during my warranty period for that information and after getting no answers to my question, I filed the complaint to try and extend my warranty period until we get to resolution on this matter Since we are still at the point where DFS customer service has not given me a part number or proof of market value, I am still rejecting this responsePictures of any motherboard that is compatible with the case is not an acceptable response I would need to verify the current processor and memory are compatible with the new board which is why I have repeatedly asked for the exact part number you diagnosed as the problem during the original warranty period and got no resolution I was also reminded that once the warranty period is over, there will be no support and currently my warranty is expired so asking me to call customer service is not an acceptable response unless you are authorizing them to communicate with me to get to a resolution Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Company is seeking an easy way out which will not work This company fails to understand my issue The company is trying to repair my new computer parts with used parts And try and satisfy me I've had this issue before with a previous laptop due to defective parts This company is trying to fix working parts with defective refurbished parts They can't promise these parts 100% working with no issues The company came out with a new RVersion because of the faulty computer case design on my model which causes high temperatures and very hot keyboard issues I asked this company for an easy resolution to swap all my parts of this model to the new RChassis design to solve the faulty laptop design This company refused an easy method I was not seeking a new computer I was politely asking for my parts from this current model to be swapped to a newer case design to solve my heat issues It has nothing to do with hardware as my computer is working well just getting to very high temperatures due to the crap computer design If you look at the new alienware offered you can clearly see they stated they remastered the cooling option as a main new feature to the laptop design This business is being complicated and im not accepting this as a resolution and this will just give me problems Regards, [redacted] ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr [redacted] * [redacted] A Dell representative recently contacted Mr [redacted] regarding his concernsOur records show that that the credit for order# [redacted] has been posted to the original form of paymentWe 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,Dell representative [redacted] attempted to contact Mr [redacted] to assist in resolving the issues reported in his complaintHowever, our representative was not successful but he was able to leave a voice mail messageOur representative will continue in efforts to reach Mr [redacted] and may be reached at [redacted] @dell.com.Sincerely,Dell Advanced Resolution Team
Dear Revdex.com, Our records indicate that the Dell representative [redacted] is in contact with the customerAt this time the customer requested additional time due to him movingWe ask that the customer follow up as soon as possible with the representative so we can determine a resolutionThe representative can be reached by emailing [redacted] @Dell.comSincerely Advanced Resolution Group Incident [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 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
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 A Dell representative, Arun 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 Arun has sent the customer a system exchange to replace his computer Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted] Dell now m***s to close this matter regarding Incident ID: [redacted] Sincerely, Advanced Resolution Group Incident ID# [redacted] Dell
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]
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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate when the customer first received her system she did experience software issues with updatesThis type of windows issue was a known issue with Windows but it was explained to the customer this was not a hardware problemAt this time due to the customer experience as an exception a refurbished exchange was offeredWe do suggest that the customer review the terms and conditions of her warranty [redacted] Should the customer reconsider, we ask that they contact our representative within ten (10) days from the date of this response for any further assistance they may need regarding this matter Sincerely, Advanced Resolution Group FID # [redacted] Dell
Complaint: [redacted] I am rejecting this response because:These are all lies , they never offered me to send my computer back to meAll they said is we will send you another system !!! I asked about what's going to happen to the money I paid for the extended warranties you charged me for the old system ,the one guy said it will be refunded to you ! that is after I called many times to find out what happened to the old systemNobody knew they kept transferring me from one person to anotherAnd then finally after many days they contacted me about sending me the refurbished system that I have now!! The man said that this one system is a very good system and won't need any repairs for at least five yearsSo then I asked him " why are you keeping the money I paid for hardware and software I nee my money back" So they sent the system along with e.mails showing ( no charge ) showing zero amountI still have the e.mails In the matter of me asking them for money that is all liesMay be when I was negotiating for the price of the warranties and repairs and that was way before I even sent my old system to them for repairsAnd they charged my account the same day!!!!! These people are rude and ruthless and have no manners , they don't give you a chance to talk or express your self They keep calling at times that i"m not home they don't say anything and leave the same messageI call back and I get transferred from one person to anotherThen when I get somebody they all say the same thing and keep avoiding the refund subjectAnd then tell me that they are going to dismiss the case.......Please do what what you think is right, I am not looking for freebies I'm just looking for justice and what is fair they charged me $ for whatthey have systems better than the one they sent me brand new for $They are extortionate , all they said about me are fabrications Regards [redacted] [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 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
Complaint: [redacted] I am rejecting this response because:I find this business practice poor & it resembles a "bait & switch"I would like to know how many of the promotional computers that I thought I bought were available & were sold within that minute that the promotion was apparently activeI find the 5% discount offered by Dell laughable Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:No action has been taken and Dell has failed to acknowledge any of my concerns For example, Dell refused to even acknowledge that other customers were allowed to purchase the Doorbuster items before the sale officially started This response is very half-hearted and Dell's actions in this manner are similar to practices that prompted a lawsuit that was previously filed against Dell for fraudulent advertising It seems that even after losing that lawsuit and paying penalties Dell has made no attempt to mend their business practices I've attached a copy of my interaction with an online Dell customer service rep that elaborates on the details of my complaint If nothing else, I hope this serves as a warning to potential Dell customersRegards, [redacted] Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The warranty as it was originally listed, stated that it was valid until October None of Dell's actions since the first call acknowledge this factFee-based support was already paid for by the original purchaserThe warranty is on the hardware, and is tied to the device it is purchased forRegardless of who the original purchaser sells/donates/gives it to, the warranty shall remainDell is refusing to investigate the warranty's changed date, and are refusing to thus honor the warranty that was on this system 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