Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDells position remains unchanged and no further attempts will be made to contact the customerUnder the terms and conditions of the promotional financing in order to receive months interest free the base order prior to shipping and tax’s must total at least $We do apologize for the customers experience and delay with a resolutionSincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, attempted to contact Ms***, however; she has not responded to multiple contact attemptsWe regret any dissatisfaction she may have
experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident 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 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 the customer’s refund. 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 ***, and find that this resolution is satisfactory to meI regret that it took them over years and a Revdex.com intervention as it caused them to lose a customer
Regards,
*** ***
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.
They cannot say however that it was a one-time goodwill gestureThey totally screwed up and even the dell technician couldnt find the anti-virus. Dell needs to get their act together!
Regards,
*** ***
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
That said, there is no excuse for Dell to take months to resolve a simple problem .In addition, Dell needs to stop their practice of bundling unwanted software with customer orders and charging their credit cards
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 Our records indicate
the Dell representative; *** has requested the customer provide him with the Promotional Gift Card Number so he can research the matter for her; but there has been no response by the customer. Please be advised, all Dell Promotional Gift Cards conspicuously carry a disclaimer outlining the Terms and Conditions of usage and includes the expiration date. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Thank you for the opportunity to address the correspondence submitted by *** ***A Dell representative contacted *** and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at ***
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsUnit is being serviced at the DepotOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr
*** has any further concerns regarding this case
Complaint: ***
I am rejecting this response because: I am a business customer, as I stated to multiple representativesDell keeps changing the reason why they cannot qualify me for their in-print offerThis is for my business, not personal use
Regards,
*** ***
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 do not reflect the customers’ rebuttal commentsThe customer first contacted us 3/stating speaker issues and requesting a system returnAfter working with the customer it was determined the issue was resolved and the customer was provided a price protection refund as a courtesyThe customer contacted Dell in April due to a software issue with he choose to cancel and he did receive a refundThe customer contacted Dell again on 8/with Audio issues and claiming he was still due a $refund to keep the systemThis was an error on the resolver end that offered it but Dell did honor it anyway and the refund was posted on 8/At the same time we had parts replaced that did show failure which were covered under the hardware warrantyThe customer was denied a return on the speakers since the issue was resolved back in MarchThe customer was referred to the manufacturer Logitech who can assist the customer in addressing any concernsDell moves to close this complaint as resolvedSincerely, Advanced Resolution Group *** Dell Inc
Revdex.com:
Nothing was done on the side of the business more than they called and refund my money to my account, but please keep on record that nothing else was resolued by this company, I need a product and did not receive it
Regards,
*** ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative is attempting to follow up with the customerThe customer will need to work with the representative before any resolution can be determinedPlease contact the representative by emailing ***@Dell.com
Sincerely,
Advanced Resolution Group
FID # ***
Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with Dell service and support and wants a warranty extension as a concession or a refundWe regret any dissatisfaction he may have experienced and appreciate the feedback
Dell has a thirty (30) day return period and, as he indicated the order invoiced during April, 2017, a return for a refund would not be an optionAlthough it is possible that Mr*** may elect to purchase additional warranty, out of fairness to Dell customers who have already purchased warranty extensions, Dell will not be offering a warranty extension as a concessionSince the date of the submission, a Dell representative contacted Mr***Subsequently, a service dispatch has been processedThe computer has since been repaired and returned to Mr***He indicated he will test the computer and follow up with our representative should he need any further assistance.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meRegards, *** ***
Today’s Date: 09/08/2015 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 were charged for a TV that should have been free according to promotional materialAt this time the agent advised the customer the promotion was a free TV with the purchase of $or greaterThe customer purchase price was $680 dollarsThe agent apologized and offered to issue a return and process a refund for the customerThe customer has since stated they wish to wait as they continue to work on a resolutionWe ask the customer to please reach out to the agent if they wish to continue working towards a resolution in the matterWe thank the customer for their time and patience during this processThe customer contact the representative at ***@Dell.com should they wish to continue the return process or discuss another if there are other options. 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 meI have returned the laptop and sent the associate I was in contact with the tracking informationJust waiting for my refund
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 records show that the credit for order# *** has been posted to the original form of
payment; furthermore, he was referred to DFS (Dell Financial Services) for any additional account related supportOur representative also processed an onsite service, which was completed on March 25th, Our representative followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him 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 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 somewhat satisfactory to me They have amended my account, yet I was treated poorly by their "customer service" representative The man would not listen to my complaints and blamed me for everything that happened with my account I have never felt so degraded in my life and while the problem has been resolved, their customer service was so poor that once I finish paying off my account I will NEVER make another purchase with Dell and I will share my experience with all my friends and family
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell did not honor or settle this complaintAfter receiving a call from *** I set up a hour period for him to contact meHe did notI had to contact him again with another day and another hour periodWhen he called he acted as if he hadn't even looked at my complaint asking me about it again! So we go through it and I explained that I wanted Dell to honor the price of the Black Friday promotion since it was their fault that I ended up without a Christmas present for my son and that, even to this day, never received any kind of notice that my order was cancelled and if I hadn't looked at the confirmation I did receive for a product that I did not order I would never have known my order was cancelled without my knowledgeSo Senthil, instead of coming to the phone call with a solution, now has to put me on hold, (surprise, surprise) because he needed to speak with his "team"At this point I feel like I'm dealing with a used car dealerHe comes back and tells me his "team" can give me an Xbox One bundle, not the one I ordered, but will take 5% off the priceI rejected this because after what I've gone through I just wanted what I had ordered, or a comparable product, at the price I ordered it atThe price he was taking 5% off of was $so approximately $offAfter I told him it was not acceptable he then offered me 1/2%!!! This is when I realized how dishonest he/Dell wasIf he was authorized to offer me 1/2% why would he first offer me 5% when he knew all along that he could offer me more? He was trying to lowball me! We're talking about Dell! Would it have been so hard for them to do the right thing and simply offer me the product at the price I ordered it? Are they so hard up they would need to dicker over $when it wouldto create good will and show they are an honest company? And, if you take the 1/2% they offered it would have been approximately $so it would have taken less than $for them to do the right thingNow, I will never, ever buy a Dell product and since I work in the IT deptfor a mid-size publisher if anyone ever suggests that we make Dell the computer of choice when we do our annual computer updates I will never let that happenClearly the culture at Dell is not one that encourages decent customer service or values a customer and I'm quite sure they do not care that I will now take every opportunity to tell my Dell experience to anyone in my company, online, or in person and that the sale of over computers that my company will need over the next year will not be Dell computersAnd all for $
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDells position remains unchanged and no further attempts will be made to contact the customerUnder the terms and conditions of the promotional financing in order to receive months interest free the base order prior to shipping and tax’s must total at least $We do apologize for the customers experience and delay with a resolutionSincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, attempted to contact Ms***, however; she has not responded to multiple contact attemptsWe regret any dissatisfaction she may have
experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident 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 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 the customer’s refund. 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 ***, and find that this resolution is satisfactory to meI regret that it took them over years and a Revdex.com intervention as it caused them to lose a customer
Regards,
*** ***
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.
They cannot say however that it was a one-time goodwill gestureThey totally screwed up and even the dell technician couldnt find the anti-virus. Dell needs to get their act together!
Regards,
*** ***
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
That said, there is no excuse for Dell to take months to resolve a simple problem .In addition, Dell needs to stop their practice of bundling unwanted software with customer orders and charging their credit cards
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 Our records indicate
the Dell representative; *** has requested the customer provide him with the Promotional Gift Card Number so he can research the matter for her; but there has been no response by the customer. Please be advised, all Dell Promotional Gift Cards conspicuously carry a disclaimer outlining the Terms and Conditions of usage and includes the expiration date. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Thank you for the opportunity to address the correspondence submitted by *** ***A Dell representative contacted *** and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at ***
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsUnit is being serviced at the DepotOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr
*** has any further concerns regarding this case
Complaint: ***
I am rejecting this response because: I am a business customer, as I stated to multiple representativesDell keeps changing the reason why they cannot qualify me for their in-print offerThis is for my business, not personal use
Regards,
*** ***
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 do not reflect the customers’ rebuttal commentsThe customer first contacted us 3/stating speaker issues and requesting a system returnAfter working with the customer it was determined the issue was resolved and the customer was provided a price protection refund as a courtesyThe customer contacted Dell in April due to a software issue with he choose to cancel and he did receive a refundThe customer contacted Dell again on 8/with Audio issues and claiming he was still due a $refund to keep the systemThis was an error on the resolver end that offered it but Dell did honor it anyway and the refund was posted on 8/At the same time we had parts replaced that did show failure which were covered under the hardware warrantyThe customer was denied a return on the speakers since the issue was resolved back in MarchThe customer was referred to the manufacturer Logitech who can assist the customer in addressing any concernsDell moves to close this complaint as resolvedSincerely, Advanced Resolution Group *** Dell Inc
Revdex.com:
Nothing was done on the side of the business more than they called and refund my money to my account, but please keep on record that nothing else was resolued by this company, I need a product and did not receive it
Regards,
*** ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative is attempting to follow up with the customerThe customer will need to work with the representative before any resolution can be determinedPlease contact the representative by emailing ***@Dell.com
Sincerely,
Advanced Resolution Group
FID # ***
Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with Dell service and support and wants a warranty extension as a concession or a refundWe regret any dissatisfaction he may have experienced and appreciate the feedback
Dell has a thirty (30) day return period and, as he indicated the order invoiced during April, 2017, a return for a refund would not be an optionAlthough it is possible that Mr*** may elect to purchase additional warranty, out of fairness to Dell customers who have already purchased warranty extensions, Dell will not be offering a warranty extension as a concessionSince the date of the submission, a Dell representative contacted Mr***Subsequently, a service dispatch has been processedThe computer has since been repaired and returned to Mr***He indicated he will test the computer and follow up with our representative should he need any further assistance.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meRegards, *** ***
Today’s Date: 09/08/2015 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 were charged for a TV that should have been free according to promotional materialAt this time the agent advised the customer the promotion was a free TV with the purchase of $or greaterThe customer purchase price was $680 dollarsThe agent apologized and offered to issue a return and process a refund for the customerThe customer has since stated they wish to wait as they continue to work on a resolutionWe ask the customer to please reach out to the agent if they wish to continue working towards a resolution in the matterWe thank the customer for their time and patience during this processThe customer contact the representative at ***@Dell.com should they wish to continue the return process or discuss another if there are other options. 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 meI have returned the laptop and sent the associate I was in contact with the tracking informationJust waiting for my refund
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 records show that the credit for order# *** has been posted to the original form of
payment; furthermore, he was referred to DFS (Dell Financial Services) for any additional account related supportOur representative also processed an onsite service, which was completed on March 25th, Our representative followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him 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 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 somewhat satisfactory to me They have amended my account, yet I was treated poorly by their "customer service" representative The man would not listen to my complaints and blamed me for everything that happened with my account I have never felt so degraded in my life and while the problem has been resolved, their customer service was so poor that once I finish paying off my account I will NEVER make another purchase with Dell and I will share my experience with all my friends and family
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell did not honor or settle this complaintAfter receiving a call from *** I set up a hour period for him to contact meHe did notI had to contact him again with another day and another hour periodWhen he called he acted as if he hadn't even looked at my complaint asking me about it again! So we go through it and I explained that I wanted Dell to honor the price of the Black Friday promotion since it was their fault that I ended up without a Christmas present for my son and that, even to this day, never received any kind of notice that my order was cancelled and if I hadn't looked at the confirmation I did receive for a product that I did not order I would never have known my order was cancelled without my knowledgeSo Senthil, instead of coming to the phone call with a solution, now has to put me on hold, (surprise, surprise) because he needed to speak with his "team"At this point I feel like I'm dealing with a used car dealerHe comes back and tells me his "team" can give me an Xbox One bundle, not the one I ordered, but will take 5% off the priceI rejected this because after what I've gone through I just wanted what I had ordered, or a comparable product, at the price I ordered it atThe price he was taking 5% off of was $so approximately $offAfter I told him it was not acceptable he then offered me 1/2%!!! This is when I realized how dishonest he/Dell wasIf he was authorized to offer me 1/2% why would he first offer me 5% when he knew all along that he could offer me more? He was trying to lowball me! We're talking about Dell! Would it have been so hard for them to do the right thing and simply offer me the product at the price I ordered it? Are they so hard up they would need to dicker over $when it wouldto create good will and show they are an honest company? And, if you take the 1/2% they offered it would have been approximately $so it would have taken less than $for them to do the right thingNow, I will never, ever buy a Dell product and since I work in the IT deptfor a mid-size publisher if anyone ever suggests that we make Dell the computer of choice when we do our annual computer updates I will never let that happenClearly the culture at Dell is not one that encourages decent customer service or values a customer and I'm quite sure they do not care that I will now take every opportunity to tell my Dell experience to anyone in my company, online, or in person and that the sale of over computers that my company will need over the next year will not be Dell computersAnd all for $
Regards,
*** ***