Complaint: ***
I am rejecting this response because: My order still says as of Feb 18, the computer ordered has an estimated delivery dateWhy do you keep updating the delivery date? It still says the computer is on order and I will get itI waiting for the computer that I was promised
Regards,
*** ***
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, *** has recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has setup return to depot service per the customer’s extended warranty. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. The response is not satisfactory to me, but there is no alternative without some investigation of the truth by the Revdex.com of Central, Coastal, Southwest Texas and the Permian Basin.
Regards,
* * ***
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, *** 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. *** has closed the case for now as the customer is unavailable to discuss their issue. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
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 resolutionA partial credit of $was applied to the credit card and $to the Gift CardOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this caseSincerely, Sincerely, Executive Support Team Incident ID: *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response Per the terms and conditions of Dell’s Limited Hardware Warranty, to 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 warranty service We fully understand that the customer does not wish to troubleshoot further and that some steps may be repetitive however, this action is necessary to determine the cause of any covered technical issues Since the date of the follow up submission, a Dell representative has attempted to contact the customer to discuss his concerns and reiterate that Dell will not be processing any further concessions in the form of upgraded parts or exchange systems and would be happy to assist per the terms of the warranty To date, there has been no response to the contact attempts Should the customer agree to troubleshoot with our representative, we ask that he contact our representative within ten days from this response at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
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 designedThe customer is requesting help to upgrade to Windows as an exception assistance was offeredThe customer is requesting callbacks outside the working hoursThe customer also requested a free month extension to the warranty due which was respectfully denied but as a goodwill gesture month extension has been offeredDell will extend this offer for weeks 1/26/in order for the customer to make a decisionAt this time we ask that the customer follow up with the representative by emailing ***_***@DellTeam.comSincerely, Advanced Resolution Group INC# *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is very satisfactory to me
Dell sent a new replacement laptop identical to the original one I ordered and it works excellentlyThank you
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The "pasted" EMail that you forwarded makes my case stronger, that I had every intention of pursuing repaymentof improper, unauthorized charges on my debit card. I do not consider it a valid excuse that DELL, refuses to forward billing communications, with Revdex.combut the bottom lineis that DELL, has not made any effort to return the money thatthey deducted from my VISA account ! I can NOT spend excuses !
Regards,
*** ***-***
Revdex.com Complaint ID: ***
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, ***
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. *** has offered a full refund on the external hard drive the customer bought and a 15% credit on a new system under $500. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms. *** regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return policy***
***
***
Due to parts availability issues, replacement unit has been processedOur records show that the replacement order# *** was delivered to Ms*** on August 29, under FedEx Tracking# ***The representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: My daughter, *** ***, brought the Inspiron Dell Laptop from Purchasing Power also purchased an additional 2-year warranty with *** *** and it came with a 1-year virus protection with McAfee in October, 2015. This was a Christmas gift. I did an initial set up and the activation and registration of the system with Dell on this product January 23, 2016. I had system problems from the very beginning of the set up. When booting up the system, it stopped and instructed to do a diagnosis test and the result would be something about an adaptor not compatible for that system. Plus, the touch pad was sporadic, not controllable My daughter first called *** *** in February to report the problems. *** *** said the laptop is still under Dell’s one-year warranty and to call Dell to let them know what was going. My daughter called Dell in February reported the problems and they started to troubleshoot but to no avail it was not resolved. One of Dell’s representatives on April 3rd decided to have me to do a factory reset. It was late at night when the reset was started. This representative was overseas in a different time zone. The process took all night long. The next day April 4, 2016, I called into Dell because doing the process of the factory reset it needed some steps to be complete that I did not know what to do. The representative asked me for the reference numberI gave the number being used from February thru April 3, 2016. This representative could not find the reference number and keep insisting that there was no such reference number. I keep reiterating that this case has been going on since February. He insisted that he see no such number so I gave him the Service Tag Number *** but he still could not find that particular reference number that was initially assigned to the case. I had no choice but to get a new number to continue troubleshooting this laptop. So on April 4, I was told how to the complete factory reset. After the reset was complete the same problems reoccurred just as before. Dell decided to have me ship the laptop back to their service depot to see what was going on. Dell shipped and I received the laptop back on May 9. I immediately e-mailed on May 9, 2016, Dell to find out what was wrong with the system because they did not state what was wrong. Dell said they replaced the hard drive and the adaptor. I asked why they didn’t just replace the laptop with a new one with those type of repairs being done to the product means it was defective from the beginning. I never took the product out of the shipped box. As of today it is still in the shipped box. I had the complaint sent to the escaladed section. I have tried to resolve this from February until the present date. I spoked with Ms*** *** who only stated Dell return policy is 30-days of the date of purchase. So when does Dell take responsibility of their defective protective and they also say the registration date is the date of purchaseI asked Dell what is the purpose of having to register the laptop if you do not used this date for services and where is it stored. Also, ever since the April 4th date, all records before that date, Dell claims they have no records. I have asked Dell how they retrieve their archived records. Dell insist that this complaint was initiated on April but that is not true. I believe when Dell had me do a factory reset on April something happened to all the records Dell is using deceptive practices and does not want to honor a new replacement product. As far as I am concern Dell probably replace the hard drive with a refurbished one. My resolution to this is a new product not a defective one which mostly like cause problems. Thank you for your assistance
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that the outcome was not as good as expectedDell could not reach a solution within the expected time frameNonetheless, I was able to buy the exact same system several days after they cancelled my order and processed a refund, which does not make senseI still believe they could shipped the system is it was always shown as available on the websiteThey were never able to explain the reason of this cancellation.
Regards,
*** ***
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted *** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***
Today’s Date: 01/09/2017Dear 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, Mr*** * ***, to address the contents of their correspondenceAt this time the
agent has processed the credit for the customer and as such informed themDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should there remain any questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: ***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, *** has recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** explained to the customer he can help troubleshoot her issues to resolve problems per the terms and conditions of her warranty. The customer can contact *** when ready to troubleshoot. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
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 representative *** contacted the customer who was not able to troubleshootDue to the hours the customer is available he stated he would contact our frontline tech supportWe remain available to assist the customer if neededOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, As long as Dell gives me the exact software and year bumber to bumber warrantyAlso Dell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchasedDell has a thirty (30) day return period and, as the order invoice
Regards,
*** ***
Complaint: ***
I am rejecting this response because: My order still says as of Feb 18, the computer ordered has an estimated delivery dateWhy do you keep updating the delivery date? It still says the computer is on order and I will get itI waiting for the computer that I was promised
Regards,
*** ***
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, *** has recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has setup return to depot service per the customer’s extended warranty. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. The response is not satisfactory to me, but there is no alternative without some investigation of the truth by the Revdex.com of Central, Coastal, Southwest Texas and the Permian Basin.
Regards,
* * ***
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, *** 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. *** has closed the case for now as the customer is unavailable to discuss their issue. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
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 resolutionA partial credit of $was applied to the credit card and $to the Gift CardOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this caseSincerely, Sincerely, Executive Support Team Incident ID: *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response Per the terms and conditions of Dell’s Limited Hardware Warranty, to 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 warranty service We fully understand that the customer does not wish to troubleshoot further and that some steps may be repetitive however, this action is necessary to determine the cause of any covered technical issues Since the date of the follow up submission, a Dell representative has attempted to contact the customer to discuss his concerns and reiterate that Dell will not be processing any further concessions in the form of upgraded parts or exchange systems and would be happy to assist per the terms of the warranty To date, there has been no response to the contact attempts Should the customer agree to troubleshoot with our representative, we ask that he contact our representative within ten days from this response at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
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 designedThe customer is requesting help to upgrade to Windows as an exception assistance was offeredThe customer is requesting callbacks outside the working hoursThe customer also requested a free month extension to the warranty due which was respectfully denied but as a goodwill gesture month extension has been offeredDell will extend this offer for weeks 1/26/in order for the customer to make a decisionAt this time we ask that the customer follow up with the representative by emailing ***_***@DellTeam.comSincerely, Advanced Resolution Group INC# *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is very satisfactory to me
Dell sent a new replacement laptop identical to the original one I ordered and it works excellentlyThank you
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The "pasted" EMail that you forwarded makes my case stronger, that I had every intention of pursuing repaymentof improper, unauthorized charges on my debit card. I do not consider it a valid excuse that DELL, refuses to forward billing communications, with Revdex.combut the bottom lineis that DELL, has not made any effort to return the money thatthey deducted from my VISA account ! I can NOT spend excuses !
Regards,
*** ***-***
Revdex.com Complaint ID: ***
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, ***
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. *** has offered a full refund on the external hard drive the customer bought and a 15% credit on a new system under $500. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms. *** regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return policy***
***
***
Due to parts availability issues, replacement unit has been processedOur records show that the replacement order# *** was delivered to Ms*** on August 29, under FedEx Tracking# ***The representative also followto confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Our representative has contacted Ms*** and dispatched onsite service, however; she has not responded to our subsequent contact attempts
Complaint: ***
I am rejecting this response because: My daughter, *** ***, brought the Inspiron Dell Laptop from Purchasing Power also purchased an additional 2-year warranty with *** *** and it came with a 1-year virus protection with McAfee in October, 2015. This was a Christmas gift. I did an initial set up and the activation and registration of the system with Dell on this product January 23, 2016. I had system problems from the very beginning of the set up. When booting up the system, it stopped and instructed to do a diagnosis test and the result would be something about an adaptor not compatible for that system. Plus, the touch pad was sporadic, not controllable My daughter first called *** *** in February to report the problems. *** *** said the laptop is still under Dell’s one-year warranty and to call Dell to let them know what was going. My daughter called Dell in February reported the problems and they started to troubleshoot but to no avail it was not resolved. One of Dell’s representatives on April 3rd decided to have me to do a factory reset. It was late at night when the reset was started. This representative was overseas in a different time zone. The process took all night long. The next day April 4, 2016, I called into Dell because doing the process of the factory reset it needed some steps to be complete that I did not know what to do. The representative asked me for the reference numberI gave the number being used from February thru April 3, 2016. This representative could not find the reference number and keep insisting that there was no such reference number. I keep reiterating that this case has been going on since February. He insisted that he see no such number so I gave him the Service Tag Number *** but he still could not find that particular reference number that was initially assigned to the case. I had no choice but to get a new number to continue troubleshooting this laptop. So on April 4, I was told how to the complete factory reset. After the reset was complete the same problems reoccurred just as before. Dell decided to have me ship the laptop back to their service depot to see what was going on. Dell shipped and I received the laptop back on May 9. I immediately e-mailed on May 9, 2016, Dell to find out what was wrong with the system because they did not state what was wrong. Dell said they replaced the hard drive and the adaptor. I asked why they didn’t just replace the laptop with a new one with those type of repairs being done to the product means it was defective from the beginning. I never took the product out of the shipped box. As of today it is still in the shipped box. I had the complaint sent to the escaladed section. I have tried to resolve this from February until the present date. I spoked with Ms*** *** who only stated Dell return policy is 30-days of the date of purchase. So when does Dell take responsibility of their defective protective and they also say the registration date is the date of purchaseI asked Dell what is the purpose of having to register the laptop if you do not used this date for services and where is it stored. Also, ever since the April 4th date, all records before that date, Dell claims they have no records. I have asked Dell how they retrieve their archived records. Dell insist that this complaint was initiated on April but that is not true. I believe when Dell had me do a factory reset on April something happened to all the records Dell is using deceptive practices and does not want to honor a new replacement product. As far as I am concern Dell probably replace the hard drive with a refurbished one. My resolution to this is a new product not a defective one which mostly like cause problems. Thank you for your assistance
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that the outcome was not as good as expectedDell could not reach a solution within the expected time frameNonetheless, I was able to buy the exact same system several days after they cancelled my order and processed a refund, which does not make senseI still believe they could shipped the system is it was always shown as available on the websiteThey were never able to explain the reason of this cancellation.
Regards,
*** ***
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted *** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***
Today’s Date: 01/09/2017Dear 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, Mr*** * ***, to address the contents of their correspondenceAt this time the
agent has processed the credit for the customer and as such informed themDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should there remain any questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: ***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, *** has recently contacted the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** explained to the customer he can help troubleshoot her issues to resolve problems per the terms and conditions of her warranty. The customer can contact *** when ready to troubleshoot. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
The Dell Representative is continuing to work with the customer to reach a resolutionThe representative can be reached directly by email at ***
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 representative *** contacted the customer who was not able to troubleshootDue to the hours the customer is available he stated he would contact our frontline tech supportWe remain available to assist the customer if neededOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, As long as Dell gives me the exact software and year bumber to bumber warrantyAlso Dell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchasedDell has a thirty (30) day return period and, as the order invoice
Regards,
*** ***