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 form that was provided by the resolver is correct and the customer is welcome to pull it himself on linePacking slip link: *** We do apologize for the customers experience but no further change will be madeSincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThis issue was recently addressed and no further changes will be madeThe customer’s account does not reflect his claimsDell considers this matter closedSincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***. Customer expressed dissatisfaction with Dell service and support and wants a replacement or a refundWe 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. Our representative explained the terms of the Limited Hardware Warranty and the return policyHowever, as a gesture of goodwill and in the interest of customer satisfaction, our representative processed a product return for order number *** and followto confirm resolutionShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.***, or for online assistance at www.***
Sincerely,
Advanced Resolution Group
Incident ID: ***
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 depot repair was dispatchedOur records indicate the system has been repaired and the customer confirms it has been
returned and the issues have been resolvedWe regret any dissatisfaction which may have experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMs*** expressed dissatisfaction with USB functionality for a Dell server recently purchased and wants a partial refundWe regret any dissatisfaction she may have experienced and appreciate the feedback
providedSince the date of the submission, a Dell representative contacted Ms*** to discuss her concernsSubsequently, for customer satisfaction reasons, our representative processed a refund for $Our representative provided her contact information and will remain available should Ms*** need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 submission
Dell representative, *** is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintThe representative has left voice messages that due to the history Dell will make an exception and allow a returnThe customer does need to follow up with the assigned representative in order to have the return authorizedPlease have the customer contact the representative by email at ***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because: Dell states "as the computer is functioning as it was designed, there could be no assurances that a new computer would be compatible with the customer’s version of the software" however, if you go on their site and ask their support they say the oppositeThey state it will workIt was because of statements like that that I ordered the computerThey are still making those statements and Dell does not deny their existance when talking to meI am attaching to chat logs to show it.
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThis matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionIt is very rare for a customer to receive a new exchange with the same issueIn order to assist the customer further she will have to troubleshootWhen the customer is ready to move forward she may contact the representative assignedThe representative will remain the point of contact until a resolution is foundOur representative may be contacted directly by e-mail at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding continued problemsThe representative authorized the exchange and confirmed receiptIf the customer has any future concerns please have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Today’s Date: 05/12/2016 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 technical concerns with their systemAt this time the agent has been advised by the customer the unit was serviced elsewhereDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** with any other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The part was not sent in a timely matterI had to purchase a replacement part from Amazon to have the computer up and running, Dell could not see the urgency to make a computer that was to be sent two day air workThe required power supply came weeks after the late lap top arrivedThe part needed to be sent overnight not slow ground shipping
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 experienceNotifications were sent to all customers if the customer did not receive it we do apologizeThe notification could have gone into a spam folder depending on the customers filter settingsIn regards to the customers question about the cancellation wording we apologize for any confusionOur position remains the same under the terms of sale“Dell reserves the right to cancel orders arising from pricing and other errors, and no valid contract of sale was formed between Dell and those who attempted to take advantage of this obvious error.”The representative has noted the customer feedback on this experience and Dell does apologize for the problemsWe consider this matter resolved and have moved to close the complaintSincerely Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 01/27/2016 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 an error in the shipping status with the Dell siteAt this time the agent has processed the customers refundDell 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 other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because I was able to reach out to the technical support. The representative it not very response. I sent her a number of e-mails and never got a response. Whatever, I would consider other brands next time I have to get a computerI sent her e-mails on March 16, March and March and never got a responseI don't like when people lie.
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to
address the correspondence submitted by *** *** ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur representative processed a credit for the customer and it has been applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Dell takes responsibility for trying to fix broken computers with refurbished parts Dell can not stand behind refurbished parts as they are not "considered new quality" refurbished parts can have defects Dell assumes replacing my working parts with refurbished parts they honestly can not stand behind will fix a faulty computer case design Which it won't in order to have a resolution for my issue solved my parts need to be moved to the Rcomputer carbon fiber chassis not have my parts replaced with refurbished parts.This dell resolution tech has no idea how to address my issue I contacted *** *** directly about my issue ***.*** Also stated the following "Service Tag: *** | Express Service Code: ***Dell has been giving complicationsIt's not hardware related its the common issue every Rhas due to cooling issuesMy keyboard gets overly hotThe Rhas the options I have on my model as well as Better options 4K screen etc..However the Rwas remastered for better cooling from the RdesignI am not the only individual with this issueI have been with Alienware since I personally met *** ***, and *** *** back in August of in ***.Dell techs want to push my working parts for them to service it with refurbished partsBut its not the parts that is the problem ***It's the cooling design of the Chassis on the R2.I made it easy and just requested my parts to be moved over to the Rchassis because I looked and see if much changed motherboard wiseAnd it did not.The techs will diagnose a computer without even accessing itAssuming parts are bad when they are notThey never recommend a factory restore to see if that fixes an issue.They just push a service when the service could not be the problem at all.I reached out to You guys multiple timesAbout this issueThe fan profiles have been fixed on Abut that doesnt fix the chassis cooling design."
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. The customer informed *** he has received his gift card. 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 correspondenceOur records show that the unit has been out of warranty as of December 16, Our
representative requested an order number under, which an extended warranty may have been purchased; however, Ms*** was unable to provide the pertinent informationHer request for free repair was respectfully deniedPlease note that Ms*** is most welcome to take advantage of our out of warranty fee based service and support by calling ###-###-####
***
We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** requires further assistance in 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 informed the customer that since her computer is out of warranty any repairs would be fee based. A refund is not possible due to the order being out of the return period. 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 his computer replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Since the date of the submission, Dell representatives contacted the customer to provide assistance and, for customer satisfaction reasons, processed a system exchange to replace the customer’s original computer Upon follow up, the customer reported that the replacement appears to be functioning properly The customer may contact our representative 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 submissionThe form that was provided by the resolver is correct and the customer is welcome to pull it himself on linePacking slip link: *** We do apologize for the customers experience but no further change will be madeSincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThis issue was recently addressed and no further changes will be madeThe customer’s account does not reflect his claimsDell considers this matter closedSincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***. Customer expressed dissatisfaction with Dell service and support and wants a replacement or a refundWe 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. Our representative explained the terms of the Limited Hardware Warranty and the return policyHowever, as a gesture of goodwill and in the interest of customer satisfaction, our representative processed a product return for order number *** and followto confirm resolutionShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.***, or for online assistance at www.***
Sincerely,
Advanced Resolution Group
Incident ID: ***
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 depot repair was dispatchedOur records indicate the system has been repaired and the customer confirms it has been
returned and the issues have been resolvedWe regret any dissatisfaction which may have experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMs*** expressed dissatisfaction with USB functionality for a Dell server recently purchased and wants a partial refundWe regret any dissatisfaction she may have experienced and appreciate the feedback
providedSince the date of the submission, a Dell representative contacted Ms*** to discuss her concernsSubsequently, for customer satisfaction reasons, our representative processed a refund for $Our representative provided her contact information and will remain available should Ms*** need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 submission
Dell representative, *** is attempting to reach the customer by phone and email; however to date we have been unable to discuss the contents of their complaintThe representative has left voice messages that due to the history Dell will make an exception and allow a returnThe customer does need to follow up with the assigned representative in order to have the return authorizedPlease have the customer contact the representative by email at ***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because: Dell states "as the computer is functioning as it was designed, there could be no assurances that a new computer would be compatible with the customer’s version of the software" however, if you go on their site and ask their support they say the oppositeThey state it will workIt was because of statements like that that I ordered the computerThey are still making those statements and Dell does not deny their existance when talking to meI am attaching to chat logs to show it.
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThis matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionIt is very rare for a customer to receive a new exchange with the same issueIn order to assist the customer further she will have to troubleshootWhen the customer is ready to move forward she may contact the representative assignedThe representative will remain the point of contact until a resolution is foundOur representative may be contacted directly by e-mail at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell in response to your Revdex.com Rebuttal regarding continued problemsThe representative authorized the exchange and confirmed receiptIf the customer has any future concerns please have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Today’s Date: 05/12/2016 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 technical concerns with their systemAt this time the agent has been advised by the customer the unit was serviced elsewhereDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** with any other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The part was not sent in a timely matterI had to purchase a replacement part from Amazon to have the computer up and running, Dell could not see the urgency to make a computer that was to be sent two day air workThe required power supply came weeks after the late lap top arrivedThe part needed to be sent overnight not slow ground shipping
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 experienceNotifications were sent to all customers if the customer did not receive it we do apologizeThe notification could have gone into a spam folder depending on the customers filter settingsIn regards to the customers question about the cancellation wording we apologize for any confusionOur position remains the same under the terms of sale“Dell reserves the right to cancel orders arising from pricing and other errors, and no valid contract of sale was formed between Dell and those who attempted to take advantage of this obvious error.”The representative has noted the customer feedback on this experience and Dell does apologize for the problemsWe consider this matter resolved and have moved to close the complaintSincerely Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 01/27/2016 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 an error in the shipping status with the Dell siteAt this time the agent has processed the customers refundDell 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 other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because I was able to reach out to the technical support. The representative it not very response. I sent her a number of e-mails and never got a response. Whatever, I would consider other brands next time I have to get a computerI sent her e-mails on March 16, March and March and never got a responseI don't like when people lie.
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to
address the correspondence submitted by *** *** ***A Dell representative contacted the customer regarding the issues described in her correspondenceOur representative processed a credit for the customer and it has been applied to the original form of paymentWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding her Dell experienceOur representative may be contacted directly via email at ***. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Dell takes responsibility for trying to fix broken computers with refurbished parts Dell can not stand behind refurbished parts as they are not "considered new quality" refurbished parts can have defects Dell assumes replacing my working parts with refurbished parts they honestly can not stand behind will fix a faulty computer case design Which it won't in order to have a resolution for my issue solved my parts need to be moved to the Rcomputer carbon fiber chassis not have my parts replaced with refurbished parts.This dell resolution tech has no idea how to address my issue I contacted *** *** directly about my issue ***.*** Also stated the following "Service Tag: *** | Express Service Code: ***Dell has been giving complicationsIt's not hardware related its the common issue every Rhas due to cooling issuesMy keyboard gets overly hotThe Rhas the options I have on my model as well as Better options 4K screen etc..However the Rwas remastered for better cooling from the RdesignI am not the only individual with this issueI have been with Alienware since I personally met *** ***, and *** *** back in August of in ***.Dell techs want to push my working parts for them to service it with refurbished partsBut its not the parts that is the problem ***It's the cooling design of the Chassis on the R2.I made it easy and just requested my parts to be moved over to the Rchassis because I looked and see if much changed motherboard wiseAnd it did not.The techs will diagnose a computer without even accessing itAssuming parts are bad when they are notThey never recommend a factory restore to see if that fixes an issue.They just push a service when the service could not be the problem at all.I reached out to You guys multiple timesAbout this issueThe fan profiles have been fixed on Abut that doesnt fix the chassis cooling design."
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. The customer informed *** he has received his gift card. 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 correspondenceOur records show that the unit has been out of warranty as of December 16, Our
representative requested an order number under, which an extended warranty may have been purchased; however, Ms*** was unable to provide the pertinent informationHer request for free repair was respectfully deniedPlease note that Ms*** is most welcome to take advantage of our out of warranty fee based service and support by calling ###-###-####
***
We regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Ms*** requires further assistance in 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 informed the customer that since her computer is out of warranty any repairs would be fee based. A refund is not possible due to the order being out of the return period. 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 his computer replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Since the date of the submission, Dell representatives contacted the customer to provide assistance and, for customer satisfaction reasons, processed a system exchange to replace the customer’s original computer Upon follow up, the customer reported that the replacement appears to be functioning properly The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc