Complaint: ***
I am rejecting this response because:I reject because his only answer was for me to spend an additional $then my computer would workDell sold me a computer with all of it's hard drive fullThey should have at least told me this computer will not workThat is NOT how they advertise itI am a disabled on a fix income, I do not have $
Regards,
*** ***
Complaint: ***
We are very sorry that Dell sent same statements again for the second time, while we already rejected their "solutions" and excuses in the original copy.We believe Dell as a big company should show respects to both customers and Revdex.com - sending exact same copies again and again is very naïve and not responsible.We still want to clarify one thing - we never declined the OS re-installation offered by Dell, and we keep the email communication showing soOur concern is, we already did that in April/May ourselves but it did not solve the issue, so we do not think another OS installation will help but just a waste of timeIf Dell are confident that another OS installation will solve the issue, they are welcome to do that
Regards,
***
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 replaced with a different model computer We regret any dissatisfaction she may have experienced and appreciate
the feedback provided Dell will not process an exchange for a different model computer based on a general customer complaint that the computer purchased is not up to the customer’s standards In such a case, the customer would need to return the computer within the twenty-one day Return Period and reorder a different computer Since the date of the submission, a Dell representative contacted the customer to discuss her concerns The customer indicated the computer is currently functioning as it should but she was not happy with the quality of her computer We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that they contact our representative at *** for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
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 expedited the customer’s order which had now been delivered. 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: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
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 We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records
indicate a service dispatch was in process when the Revdex.com correspondence was received Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist with any unresolved issues The service dispatch subsequently processed and, upon follow-up, the customer told our representative that it appears the technical issues have been resolved We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative *** contacted the customer and authorized a repair at the depotThe representative followed up to confirm all issues have been resolved which the customer agreedWe remain available to assist and ask that the customer contact the representative ***
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer apologized to the customer for the experience and would make sure the correct management staff was provided the informationThe representative worked with the customer and provided a new activation key codeThe representative followed up and confirmed system is workingWe remain available to assist the customer if neededPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative issued a product return for order# ***Our records
show that that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Mr*** has any further concerns in regards to this case.Sincerely,
Executive Support TeamIncident ID: ***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 promotional gift card We regret any miscommunication which may have occurred and appreciate the feedback Dell offers many promotions however not all $computers may be eligible for a $promo gift card as the customer suggests Our records indicate the customer was given a discount however there is no indication that the customer’s order was eligible for a gift card promotion Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by phone and e-mail to discuss his concerns To date, the customer has not responded to our representative’s follow up contact attempts If the customer has documentation from Dell indicating he is eligible for a Dell gift card promotion, or would like to discuss this matter, we ask that he contact our representative at ***@Dell.com with any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently spoke to Ms*** *** regarding her concernsDue to product availability issues, unit was sent to depot for serviceOur records show that
the unit was repaired and delivered to Ms*** on November 29, Our representative also followto confirmed 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
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer and apologized for the problemsThe representative has explained that the LCD has been damaged and is not covered under the hardware warrantyIf the customer would like to move forward with the repair she may contact our out of warranty department at ###-###-####The customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** 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 computer order We regret any miscommunication which may have occurred and appreciate the feedback
provided Dell does not feature a payment option as described by the customer Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative processed a Return Authorization for a full refund, which has posted to the customer’s account We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this 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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer apologized to the customer for the experienceThe representative assisted in getting the disputed amount posted back to the customers’ original mode of paymentPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: I contacted Susan already and she gave me a spare parts number that routes me to customer service, which I refuseDue to dissatisfaction of them
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Dell representative, *** has
addressed the customer’s concerns; first he had reminded the customer due to the age of the system, it is well outside the return period, so a return of the equipment for a refund was not possible. However, *** had told the customer most likely the tech issues he was describing could be resolved over the phone and by using Dell Connect to trouble-shoot the system. *** offered to connect during that call, but the customer had asked if it could be done the following day. *** arranged for a callback for the customer since he was going to be off from work the day the customer was available. The following day another technician worked with the customer by Dell Connect and resolved all his tech concerns. The customer has confirmed with *** the issues are resolved. The customer has ***’s contact information if they should need further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# ***Dell
Complaint: ***
I am rejecting this response because:Unfortunately Dell did not understand my concernYes, my computer is fixed in May and the warranty expired in November This issue occurred in December again, merely months after Dell "fixed" itI'm asking Dell, what happens if I pay ~$for the repair, and the computer develops the same issue in months time? Do I have to once again pay another ~$because it is out of warranty? If the same issue keep reoccurring, doesn't that indicate that the Dell warranty repair team never fix the issue in the first place? An issue, after it's been fixed, shouldn't reoccur every few months like it has with this computer.
Regards,
Jaosn Hsieh
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 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,
*** ***
Dear Revdex.com, Dell representative *** contacted Mr*** *** and arranged for him to receive a replacement gift card.Mr*** reported that he received the gift cardOur representative closed the case but remains available to address any issues directly related
to this caseOur representative may be reached at ***@dell.comSincerely, Dell Advanced Resolution Team
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your
office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative *** contacted the customer and confirmed credit was in the processing stageThe representative followed up with the customer that the credit has closed and will reflect on the next billing statement of the credit cardWe ask that the contact the representative at ***@Dell.com for any further assistance she may need regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because:I reject because his only answer was for me to spend an additional $then my computer would workDell sold me a computer with all of it's hard drive fullThey should have at least told me this computer will not workThat is NOT how they advertise itI am a disabled on a fix income, I do not have $
Regards,
*** ***
Complaint: ***
We are very sorry that Dell sent same statements again for the second time, while we already rejected their "solutions" and excuses in the original copy.We believe Dell as a big company should show respects to both customers and Revdex.com - sending exact same copies again and again is very naïve and not responsible.We still want to clarify one thing - we never declined the OS re-installation offered by Dell, and we keep the email communication showing soOur concern is, we already did that in April/May ourselves but it did not solve the issue, so we do not think another OS installation will help but just a waste of timeIf Dell are confident that another OS installation will solve the issue, they are welcome to do that
Regards,
***
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 replaced with a different model computer We regret any dissatisfaction she may have experienced and appreciate
the feedback provided Dell will not process an exchange for a different model computer based on a general customer complaint that the computer purchased is not up to the customer’s standards In such a case, the customer would need to return the computer within the twenty-one day Return Period and reorder a different computer Since the date of the submission, a Dell representative contacted the customer to discuss her concerns The customer indicated the computer is currently functioning as it should but she was not happy with the quality of her computer We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that they contact our representative at *** for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
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 expedited the customer’s order which had now been delivered. 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: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
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 We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records
indicate a service dispatch was in process when the Revdex.com correspondence was received Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and assist with any unresolved issues The service dispatch subsequently processed and, upon follow-up, the customer told our representative that it appears the technical issues have been resolved We ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative *** contacted the customer and authorized a repair at the depotThe representative followed up to confirm all issues have been resolved which the customer agreedWe remain available to assist and ask that the customer contact the representative ***
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer apologized to the customer for the experience and would make sure the correct management staff was provided the informationThe representative worked with the customer and provided a new activation key codeThe representative followed up and confirmed system is workingWe remain available to assist the customer if neededPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative issued a product return for order# ***Our records
show that that the credit has been posted to the original form of paymentOur representative also followto confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Mr*** has any further concerns in regards to this case.Sincerely,
Executive Support TeamIncident ID: ***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 promotional gift card We regret any miscommunication which may have occurred and appreciate the feedback Dell offers many promotions however not all $computers may be eligible for a $promo gift card as the customer suggests Our records indicate the customer was given a discount however there is no indication that the customer’s order was eligible for a gift card promotion Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by phone and e-mail to discuss his concerns To date, the customer has not responded to our representative’s follow up contact attempts If the customer has documentation from Dell indicating he is eligible for a Dell gift card promotion, or would like to discuss this matter, we ask that he contact our representative at ***@Dell.com with any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently spoke to Ms*** *** regarding her concernsDue to product availability issues, unit was sent to depot for serviceOur records show that
the unit was repaired and delivered to Ms*** on November 29, Our representative also followto confirmed 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
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer and apologized for the problemsThe representative has explained that the LCD has been damaged and is not covered under the hardware warrantyIf the customer would like to move forward with the repair she may contact our out of warranty department at ###-###-####The customer may contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** 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 computer order We regret any miscommunication which may have occurred and appreciate the feedback
provided Dell does not feature a payment option as described by the customer Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative processed a Return Authorization for a full refund, which has posted to the customer’s account We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this 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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer apologized to the customer for the experienceThe representative assisted in getting the disputed amount posted back to the customers’ original mode of paymentPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: I contacted Susan already and she gave me a spare parts number that routes me to customer service, which I refuseDue to dissatisfaction of them
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Dell representative, *** has
addressed the customer’s concerns; first he had reminded the customer due to the age of the system, it is well outside the return period, so a return of the equipment for a refund was not possible. However, *** had told the customer most likely the tech issues he was describing could be resolved over the phone and by using Dell Connect to trouble-shoot the system. *** offered to connect during that call, but the customer had asked if it could be done the following day. *** arranged for a callback for the customer since he was going to be off from work the day the customer was available. The following day another technician worked with the customer by Dell Connect and resolved all his tech concerns. The customer has confirmed with *** the issues are resolved. The customer has ***’s contact information if they should need further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# ***Dell
Complaint: ***
I am rejecting this response because:Unfortunately Dell did not understand my concernYes, my computer is fixed in May and the warranty expired in November This issue occurred in December again, merely months after Dell "fixed" itI'm asking Dell, what happens if I pay ~$for the repair, and the computer develops the same issue in months time? Do I have to once again pay another ~$because it is out of warranty? If the same issue keep reoccurring, doesn't that indicate that the Dell warranty repair team never fix the issue in the first place? An issue, after it's been fixed, shouldn't reoccur every few months like it has with this computer.
Regards,
Jaosn Hsieh
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 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,
*** ***
Dear Revdex.com, Dell representative *** contacted Mr*** *** and arranged for him to receive a replacement gift card.Mr*** reported that he received the gift cardOur representative closed the case but remains available to address any issues directly related
to this caseOur representative may be reached at ***@dell.comSincerely, Dell Advanced Resolution Team
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your
office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative *** contacted the customer and confirmed credit was in the processing stageThe representative followed up with the customer that the credit has closed and will reflect on the next billing statement of the credit cardWe ask that the contact the representative at ***@Dell.com for any further assistance she may need regarding this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc