Complaint: ***
I am rejecting this response because:When purchasing my laptops, I requested the longest warranty possible; I was not provided an invoiceEvery time I checked my warranty status using the Dell tool on my laptop and the online website, it said I had a warranty that expired on 1/12/2016, which is exactly what I expected and thought I purchasedIt wasn't until I requested service on 5/20/that Dell modified my warranty date to reflect my warranty expired on 1/12/I have proof (screenshots and a printout) showing the original 1/12/date the morning of 5/20/2015.At this time, Dell is not giving me what was promised and was communicated to me for the past years.As for the goodwill gesture of honoring the of the laptop warranties, I appreciate it, however it does not satisfy meThat laptop is in good working condition at this time and does not require work to fix itI want the warranty on both laptops to be honored to 1/12/Both laptops were purchased at the exact same time with the exact same warrantyIf you honor your warranty to 1/12/on both laptops, I will be satisfiedUntil then, I believe all consumers need to be aware of this situation and the business practices Dell is practicing.At this time, the laptop warranty you are not honoring currently has a graphics card hardware issue that needs to be repairedI know you, as a consumer, would not be happy with the response you gave me.Attached you'll see my proof that I had a warranty until 1/12/There are documents: (1) and (2) show the date of (3) shows what it says today, 5/22/It was clearly changed on 5/20/when I requested my laptop to be serviced
Regards,
*** ***
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 explained that the customer that an additional credit could not be offeredThe representative confirmed that a gift card has been issued for the remaining amount and offered to assist in placing an orderPlease have the customer contact the representative by email at ***@Dell.com
Sincerely
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 concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our
representative processed a partial account credit for order# ***Please note that the credit has been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Sending a broken TV, regardless of the time it was reported as broken is unacceptable Forcing the customer to pay for said broken TV is even worse
Regards,
*** ***
Revdex.com,
As Dell’s stance in this matter remains unchanged, no further attempt has been made to reach the customer
Our records indicate the credit posted to the customer’s account on Oct 2/
Please have the customer contact the investigator directly by email at ***
Sincerely,
Advanced Resolution Group
Incident ID#*** 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 concernsIn the interest of customer satisfaction, a return for order# *** was processedOur
records show that the credit has been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***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
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with our account verification team to resolve the
matterPlease note that the credit for Battery order# *** has been posted to the original form of paymentOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Dell representative *** contacted the customer and explained a return for credit is not an option due to age. The representative offered to work with the customer by troubleshooting or an exchange
system. The customer has refused all offers. Per the terms of Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properly. Since the date of the submission, a Dell representative contacted the customer and offered support, per the terms of the warranty, however, to date, the customer has refused to work with our technical representatives to perform diagnostics. Dell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issue. We remain ready to assist the customer within the terms of the warranty and our other policies. Dell remains available to support the system under the current hardware warranty. Should the customer change her mind, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely,Advanced Resolution GroupFID: ***Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and will remain engaged until the credit has been receivedSincerely, 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:I have purchased my original system on January 21, On September 2, 2016, I have contacted the Dell’s Costumer Serves with issues when I was promised a resolution in 3-business daysThe issues were resolved on February 6, with help of Revdex.comI have owned the system for a little more than months and I did not have an operational system in my possession for four months (days) of I have lost days of a system use with warranty due to multiple incidents of incompetence of Dell’s Technical Support and Dell’s complete failure of quality control of its products(I had received not once, but twice not fully operational replacement system.) It is only fair that Dell respectfully returns those days back to meDell’s unwillingness to take responsibility is only supports my statement of its unscrupulous business conductAnd again, I am not asking for free extended warranty; I am asking for what is rightfully mine
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsFedEx tracking# *** shows that the package was delivered to his address
on November 19th, Our representative suggested filing a police reportPlease note that Mr*** was unable to obtain a police reportHis request for a replacement unit or refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at***@Dell.com, in case Mr*** has any further questions 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 experience
Dell representative *** contacted the customer and authorized an exchange system to be shippedOur records indicate the replacement system has been deliveredWe 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 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 processed all of the customer’s refunds. 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 providing a copy of the customer’s submission. Customer expressed dissatisfaction with Dell service and support and wants the unit servicedWe 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 assistance. Furthermore, due to part(s) availability issue and in the interest of customer satisfaction, our representative processed a replacement unitOur representative will also follto verify that the replacement unit was received and functioning properlyShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Today’s Date: 06/30/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe
customer states concerns with their Dell unitAt this time the customers refund has been processed and the agent has informed the customer as suchDell 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 with any additional questions or concerns on the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 05/16/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe
customer states they did not receive gift cards associated with an orderAt this time the agent has advised the customer the gift cards were not issued as part of the promotion because the customer order was processed as a reseller order which are not eligible for the promotionDell 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 with any additional questions or concerns about the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:When purchasing my laptops, I requested the longest warranty possible; I was not provided an invoiceEvery time I checked my warranty status using the Dell tool on my laptop and the online website, it said I had a warranty that expired on 1/12/2016, which is exactly what I expected and thought I purchasedIt wasn't until I requested service on 5/20/that Dell modified my warranty date to reflect my warranty expired on 1/12/I have proof (screenshots and a printout) showing the original 1/12/date the morning of 5/20/2015.At this time, Dell is not giving me what was promised and was communicated to me for the past years.As for the goodwill gesture of honoring the of the laptop warranties, I appreciate it, however it does not satisfy meThat laptop is in good working condition at this time and does not require work to fix itI want the warranty on both laptops to be honored to 1/12/Both laptops were purchased at the exact same time with the exact same warrantyIf you honor your warranty to 1/12/on both laptops, I will be satisfiedUntil then, I believe all consumers need to be aware of this situation and the business practices Dell is practicing.At this time, the laptop warranty you are not honoring currently has a graphics card hardware issue that needs to be repairedI know you, as a consumer, would not be happy with the response you gave me.Attached you'll see my proof that I had a warranty until 1/12/There are documents: (1) and (2) show the date of (3) shows what it says today, 5/22/It was clearly changed on 5/20/when I requested my laptop to be serviced
Regards,
*** ***
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 explained that the customer that an additional credit could not be offeredThe representative confirmed that a gift card has been issued for the remaining amount and offered to assist in placing an orderPlease have the customer contact the representative by email at ***@Dell.com
Sincerely
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 concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our
representative processed a partial account credit for order# ***Please note that the credit has been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Sending a broken TV, regardless of the time it was reported as broken is unacceptable Forcing the customer to pay for said broken TV is even worse
Regards,
*** ***
Revdex.com,
As Dell’s stance in this matter remains unchanged, no further attempt has been made to reach the customer
Our records indicate the credit posted to the customer’s account on Oct 2/
Please have the customer contact the investigator directly by email at ***
Sincerely,
Advanced Resolution Group
Incident ID#*** Dell Inc
Complaint: ***
I am rejecting this response because the issue has not been resolved to my satisfaction. Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, a return for order# *** was processedOur
records show that the credit has been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***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
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative worked with our account verification team to resolve the
matterPlease note that the credit for Battery order# *** has been posted to the original form of paymentOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Dell representative *** contacted the customer and explained a return for credit is not an option due to age. The representative offered to work with the customer by troubleshooting or an exchange
system. The customer has refused all offers. Per the terms of Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properly. Since the date of the submission, a Dell representative contacted the customer and offered support, per the terms of the warranty, however, to date, the customer has refused to work with our technical representatives to perform diagnostics. Dell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issue. We remain ready to assist the customer within the terms of the warranty and our other policies. Dell remains available to support the system under the current hardware warranty. Should the customer change her mind, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely,Advanced Resolution GroupFID: ***Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and will remain engaged until the credit has been receivedSincerely, 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:I have purchased my original system on January 21, On September 2, 2016, I have contacted the Dell’s Costumer Serves with issues when I was promised a resolution in 3-business daysThe issues were resolved on February 6, with help of Revdex.comI have owned the system for a little more than months and I did not have an operational system in my possession for four months (days) of I have lost days of a system use with warranty due to multiple incidents of incompetence of Dell’s Technical Support and Dell’s complete failure of quality control of its products(I had received not once, but twice not fully operational replacement system.) It is only fair that Dell respectfully returns those days back to meDell’s unwillingness to take responsibility is only supports my statement of its unscrupulous business conductAnd again, I am not asking for free extended warranty; I am asking for what is rightfully mine
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsFedEx tracking# *** shows that the package was delivered to his address
on November 19th, Our representative suggested filing a police reportPlease note that Mr*** was unable to obtain a police reportHis request for a replacement unit or refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at***@Dell.com, in case Mr*** has any further questions 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 experience
Dell representative *** contacted the customer and authorized an exchange system to be shippedOur records indicate the replacement system has been deliveredWe 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 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 processed all of the customer’s refunds. 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
Thank you for a copy of Mr*** *** letterOur representative has attempted to contact him to discuss the correspondence
Dear Revdex.com,
Thank you for providing a copy of the customer’s submission. Customer expressed dissatisfaction with Dell service and support and wants the unit servicedWe 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 assistance. Furthermore, due to part(s) availability issue and in the interest of customer satisfaction, our representative processed a replacement unitOur representative will also follto verify that the replacement unit was received and functioning properlyShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Today’s Date: 06/30/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe
customer states concerns with their Dell unitAt this time the customers refund has been processed and the agent has informed the customer as suchDell 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 with any additional questions or concerns on the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 05/16/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe
customer states they did not receive gift cards associated with an orderAt this time the agent has advised the customer the gift cards were not issued as part of the promotion because the customer order was processed as a reseller order which are not eligible for the promotionDell 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 with any additional questions or concerns about the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc