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,
*** ***
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
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
Today’s Date: 03/03/2016 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 correspondenceAt this
time the customer has advised the agent the matter has been addressedDell 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. 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 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
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 explained the terms of sale, the limited hardware warranty, and
the return policy
***
***
***
In the interest of customer satisfaction, product returns are being processed for orders *** and ***Furthermore, order *** has been canceled, as requested by Mr***Please note, once the credits have been posted to the original form of payment, our representative will follwith 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 Team
Incident 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 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission. A Dell representative, *** has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has confirmed with the customer her MS Office software is installed and activated. 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 GroupIncident 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 offered the customer out of warranty service at a discounted p*** for his issue. 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
Complaint: ***
I am rejecting this response because: Dell unfortunately refuses to have a member of upper management contact meWhile agreeing to the refund (after months)is a step in the direction of resolution, it isn't the final step.Dell left us disadvantaged for months, treated us rudely and hasrefused to have upper management contact me. This is an important part to the resolution.Additionaly - I have yet to relieve the check and do not know if the full purchase price had been refunded
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell has not responded to the email I sent to ***@dell.com and ***@dell.comPlease send me the shipping label
Regards,
*** *** ***
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
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication and processing expectations for recent Dell orders which were cancelled We regret any dissatisfaction he may have experienced and appreciate the feedback Should the customer reconsider and want our representative’s assistance, we ask that he contact the representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***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 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
Complaint: ***
I am rejecting this response because: I did not tell the Dell Representative that my computer was working fine In fact, I had to send it back in again It's coming back to me today, December 16th I have been without a working computer since September 20th I asked to have my warrenty extended by the amunt of time that I haven't had use of it They refused So for my one year warrenty, I haven't had my computer working for months That is unacceptable under any circumstances Very, very poor customer service
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, ***
has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has had the customer’s computer repaired at the Dell notebook repair depot and returned to him. 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
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,
*** ***
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,
*** ***
Dear Revdex.com,Dell representative *** attempted to contact Ms*** *** but was not successfulOur representative was able to leave a voice mail message but closed the case because of “no contact” on at least attemptsOur representative remains available to assist in resolving the issue as reported in Ms***’s complaint and may be reached at ***@dell.com.Sincerely,Dell Advanced Resolution Team
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,
*** ***
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
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
Today’s Date: 03/03/2016 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 correspondenceAt this
time the customer has advised the agent the matter has been addressedDell 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. 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 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
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 explained the terms of sale, the limited hardware warranty, and
the return policy
***
***
***
In the interest of customer satisfaction, product returns are being processed for orders *** and ***Furthermore, order *** has been canceled, as requested by Mr***Please note, once the credits have been posted to the original form of payment, our representative will follwith 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 Team
Incident 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 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission. A Dell representative, *** has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has confirmed with the customer her MS Office software is installed and activated. 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 GroupIncident 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 offered the customer out of warranty service at a discounted p*** for his issue. 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
Complaint: ***
I am rejecting this response because: Dell unfortunately refuses to have a member of upper management contact meWhile agreeing to the refund (after months)is a step in the direction of resolution, it isn't the final step.Dell left us disadvantaged for months, treated us rudely and hasrefused to have upper management contact me. This is an important part to the resolution.Additionaly - I have yet to relieve the check and do not know if the full purchase price had been refunded
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell has not responded to the email I sent to ***@dell.com and ***@dell.comPlease send me the shipping label
Regards,
*** *** ***
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
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with communication and processing expectations for recent Dell orders which were cancelled We regret any dissatisfaction he may have experienced and appreciate the feedback Should the customer reconsider and want our representative’s assistance, we ask that he contact the representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***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 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
Complaint: ***
I am rejecting this response because: I did not tell the Dell Representative that my computer was working fine In fact, I had to send it back in again It's coming back to me today, December 16th I have been without a working computer since September 20th I asked to have my warrenty extended by the amunt of time that I haven't had use of it They refused So for my one year warrenty, I haven't had my computer working for months That is unacceptable under any circumstances Very, very poor customer service
Regards,
*** ***
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, ***
has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has had the customer’s computer repaired at the Dell notebook repair depot and returned to him. 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
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,
*** ***
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,
*** ***
Dear Revdex.com,Dell representative *** attempted to contact Ms*** *** but was not successfulOur representative was able to leave a voice mail message but closed the case because of “no contact” on at least attemptsOur representative remains available to assist in resolving the issue as reported in Ms***’s complaint and may be reached at ***@dell.com.Sincerely,Dell Advanced Resolution Team