Complaint: ***
I am rejecting this response because:the response is not sufficient for the inadequate service I receivedI will accept a $coupon as partial compensation, but without prejudice to my rights to pursue other remediesDell failed even to acknowledge that I was inconvenienced and received terrible service and refused to consider refunding the cost of the battery.please understand that I will accept the coupon only on the understanding that I am not waiving any other rights or remedies I may heavePlease also understand that I am responding while traveling out of the US and that the problems I experienced with Dell were made more acutely because they occurred on the eve of my departure
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedpolicy“ As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended”If the customer has any further concerns we request they email the representative at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:Dell in fact provided pictures of A motherboard with what it seemed like White powder on it ( Which they claim if proof of liquid damage).I asked for Dell to provided proof that the pictures provided were indeed from my computerDell said that it was impossible to provide proof that the pictures they sent me were indeed from my computer. Without definitive proof, I regard as the pictures being illegitimate, as they could have been taken from any computer or simply downloaded from the internet.Second I continued to state that there was NEVER any spillage on or around my computerI mentioned that the only thing that could have happened was that the computer was damage from my proximity living close to the oceanBUT at the same time I stated that the computer has to be sufficient strong to support any form of air Humidity and pointed out, if the computer is poorly built and unable to handle air humidity, this is NOT a cause to void my warranty and charge me for fixing my computer.I did go ahead and pay for the repair, as DELL stated, but ONLY because DELL was holding my computer hostage for almost months, which has cost me thousands of dollars as I need the computer for work. Customer service with DELL was the worst nightmare I ever had to deal withNO direct numbers to contact anyoneI would spend over hours a day on the phone with people who had no clue what was going on, which would transfer me over from department to department (usually the same departments) over and over again. I am not satisfied with ANY part of the resolution to this caseI want a refund for the money I paid in order to get my computer repairedMy computer was under warranty, and I should not have to pay anything, because they sell a high price ( almost 3k) low quality product.DELL is a scam, and they pressured me and held hostage my computer until I had no choice but to pay them for the repair of my under warranty computer.I have been a DELL customer for years and I never had such a horrible experience with ANY companyI will NEVER buy a DELL again, and I would suggest anyone never buying a DELL as well. I am in the process of contacting the media to share my nightmare story with newspapers and TV channelsI am not leaving this alone. Thank you
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 submissionA 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 explained to the customer his computer has physical damage which is not covered under warranty. Warranty coverage is for hardware failures, not damage. 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
Dell's terms and condition only states limited number of promotional gift cards per purchase and not specifically "One". One would question why not just honestly state the limit as "One" since it is just one and not "limited number" if Dell is as transparent and honest company as it claims to be? What is the intent and motivation behind such act? Is it because Dell realizes such act would reduce the incentive of promotional gift card if it clearly states the limit as "one". If so, it is clear that Dell intend to mislead consumers into believing that a limited number but more than one, promotional gift card can be used per purchase when in actuality, Dell only allows one to be used per purchase.
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has attempted to contact the customer to discuss the contents, however; the customer has not respondedOur representative remains available and depot service has
been dispatched to address any issues with the systemWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, contacted Ms*** to discuss her options*** respectfully denied Ms*** request for free software support and explained that
the Windows upgrade is performed by Microsoft, not DellAs the hardware warranty on Ms***’ system has been expired since 7/31/13, *** provided Ms*** with the contact information for fee based software supportWe regret the dissatisfaction Ms*** may have experienced and appreciate the feedback provided regarding her Dell experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
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,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with communication and processing expectations for his Dell orderWe regret any miscommunication which may have occurred and appreciate the feedbackDell records indicate Mr
*** ordered the computer on-line from Dell’s OutletThe following information is from the Dell Outlet site regarding new computers sold there: *** “New products are either overstock, cancelled orders or customer returnsAll products classified as new have the original software seal and have not been powered on or used. New products may come in original packaging or repackaged and shipped to you in Dell Outlet packaging.”Since the date of the submission, a Dell representative contacted Mr*** and processed a concession for $to resolve this issueOur representative provided contact information and will remain available should Mr*** need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, Our records indicate that Dell representative *** has followed up with the customerThe representative explained that a depot service can be authorized but the customer will need to be in the countryThe customer will contact our frontline tech support when he returns in several monthsThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** 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
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: I have responded several times and explained documentation and reasoningI also explained I will also lobby to have their products removed due to their service practices and taking advantage of hard earned military service members monies .
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 explained the terms of sale, limited hardware warranty, and return policy
***
***
***
Please note that our representative offered technical assistance; however, Mr*** elected not to accept our offer of assistanceHis request for refund was respectfully deniedWe 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 via 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 Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Subsequently, our representative assisted in processing a full refund to the gift card used for the original purchase and updated the customer The customer may contact our representative at ***@Dell.com for any further assistance she may need regarding this matter. 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 I would also like to thank *** *** for all his help
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
I was willing to accept less than a full refund by having them honor the warranty and fixing the notebook as per warranty However I never received the apology for the three days where I was called a liar and received no help until I contacted Revdex.com and my local consumer affairs officeThe fact I had to go to such lengths for a simple warranty is absurdLastly upon repair the warranty should have been extended as an offer of good faith because the product was found to be faulty and needed to have a core component replaced essentially giving me a new computerThe part replaced was the motherboard, I have no added guarantee that the "new" motherboard won't quit on me in six months like the previous oneI don't think an apology or an extended warranty to a full year on the "fixed" product is unreasonable to askBoth requests would return my faith in the company, but an apology here would suffice as to admit their wrong doing
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, assisted with a service dispatch to repair the customer’s computer We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative; *** has been in contact with the customer regarding their recent communication with Dell Sales regarding the RAM size and slots required on a prospective order. *** has apologized for any miscommunication or advertising there may have been during this transaction, but expressed to the customer Dell does value feedback from all our customers. *** respectfully denied the customer’s request for a price discount, but offered to get the customer connected with Sales. The customer declined, sharing with *** they have decided to build their own system. We appreciate the customer and the Revdex.com for bringing this incident to our attention. The customer has ***’s contact information if they should need any further assistance in this matter Sincerely, Advanced Resolution Group Incident ID# *** Dell
Today’s Date: 02/29/2016 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 correspondenceWe thank
the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:the response is not sufficient for the inadequate service I receivedI will accept a $coupon as partial compensation, but without prejudice to my rights to pursue other remediesDell failed even to acknowledge that I was inconvenienced and received terrible service and refused to consider refunding the cost of the battery.please understand that I will accept the coupon only on the understanding that I am not waiving any other rights or remedies I may heavePlease also understand that I am responding while traveling out of the US and that the problems I experienced with Dell were made more acutely because they occurred on the eve of my departure
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedpolicy“ As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended”If the customer has any further concerns we request they email the representative at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:Dell in fact provided pictures of A motherboard with what it seemed like White powder on it ( Which they claim if proof of liquid damage).I asked for Dell to provided proof that the pictures provided were indeed from my computerDell said that it was impossible to provide proof that the pictures they sent me were indeed from my computer. Without definitive proof, I regard as the pictures being illegitimate, as they could have been taken from any computer or simply downloaded from the internet.Second I continued to state that there was NEVER any spillage on or around my computerI mentioned that the only thing that could have happened was that the computer was damage from my proximity living close to the oceanBUT at the same time I stated that the computer has to be sufficient strong to support any form of air Humidity and pointed out, if the computer is poorly built and unable to handle air humidity, this is NOT a cause to void my warranty and charge me for fixing my computer.I did go ahead and pay for the repair, as DELL stated, but ONLY because DELL was holding my computer hostage for almost months, which has cost me thousands of dollars as I need the computer for work. Customer service with DELL was the worst nightmare I ever had to deal withNO direct numbers to contact anyoneI would spend over hours a day on the phone with people who had no clue what was going on, which would transfer me over from department to department (usually the same departments) over and over again. I am not satisfied with ANY part of the resolution to this caseI want a refund for the money I paid in order to get my computer repairedMy computer was under warranty, and I should not have to pay anything, because they sell a high price ( almost 3k) low quality product.DELL is a scam, and they pressured me and held hostage my computer until I had no choice but to pay them for the repair of my under warranty computer.I have been a DELL customer for years and I never had such a horrible experience with ANY companyI will NEVER buy a DELL again, and I would suggest anyone never buying a DELL as well. I am in the process of contacting the media to share my nightmare story with newspapers and TV channelsI am not leaving this alone. Thank you
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 submissionA 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 explained to the customer his computer has physical damage which is not covered under warranty. Warranty coverage is for hardware failures, not damage. 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
Dell's terms and condition only states limited number of promotional gift cards per purchase and not specifically "One". One would question why not just honestly state the limit as "One" since it is just one and not "limited number" if Dell is as transparent and honest company as it claims to be? What is the intent and motivation behind such act? Is it because Dell realizes such act would reduce the incentive of promotional gift card if it clearly states the limit as "one". If so, it is clear that Dell intend to mislead consumers into believing that a limited number but more than one, promotional gift card can be used per purchase when in actuality, Dell only allows one to be used per purchase.
Regards,
*** ***
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has attempted to contact the customer to discuss the contents, however; the customer has not respondedOur representative remains available and depot service has
been dispatched to address any issues with the systemWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, contacted Ms*** to discuss her options*** respectfully denied Ms*** request for free software support and explained that
the Windows upgrade is performed by Microsoft, not DellAs the hardware warranty on Ms***’ system has been expired since 7/31/13, *** provided Ms*** with the contact information for fee based software supportWe regret the dissatisfaction Ms*** may have experienced and appreciate the feedback provided regarding her Dell experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
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,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with communication and processing expectations for his Dell orderWe regret any miscommunication which may have occurred and appreciate the feedbackDell records indicate Mr
*** ordered the computer on-line from Dell’s OutletThe following information is from the Dell Outlet site regarding new computers sold there: *** “New products are either overstock, cancelled orders or customer returnsAll products classified as new have the original software seal and have not been powered on or used. New products may come in original packaging or repackaged and shipped to you in Dell Outlet packaging.”Since the date of the submission, a Dell representative contacted Mr*** and processed a concession for $to resolve this issueOur representative provided contact information and will remain available should Mr*** need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com, Our records indicate that Dell representative *** has followed up with the customerThe representative explained that a depot service can be authorized but the customer will need to be in the countryThe customer will contact our frontline tech support when he returns in several monthsThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** 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
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: I have responded several times and explained documentation and reasoningI also explained I will also lobby to have their products removed due to their service practices and taking advantage of hard earned military service members monies .
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 explained the terms of sale, limited hardware warranty, and return policy
***
***
***
Please note that our representative offered technical assistance; however, Mr*** elected not to accept our offer of assistanceHis request for refund was respectfully deniedWe 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 via 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 Customer expressed dissatisfaction with communication and processing expectations for a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer to discuss her concerns Subsequently, our representative assisted in processing a full refund to the gift card used for the original purchase and updated the customer The customer may contact our representative at ***@Dell.com for any further assistance she may need regarding this matter. 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 I would also like to thank *** *** for all his help
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
I was willing to accept less than a full refund by having them honor the warranty and fixing the notebook as per warranty However I never received the apology for the three days where I was called a liar and received no help until I contacted Revdex.com and my local consumer affairs officeThe fact I had to go to such lengths for a simple warranty is absurdLastly upon repair the warranty should have been extended as an offer of good faith because the product was found to be faulty and needed to have a core component replaced essentially giving me a new computerThe part replaced was the motherboard, I have no added guarantee that the "new" motherboard won't quit on me in six months like the previous oneI don't think an apology or an extended warranty to a full year on the "fixed" product is unreasonable to askBoth requests would return my faith in the company, but an apology here would suffice as to admit their wrong doing
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, assisted with a service dispatch to repair the customer’s computer We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative; *** has been in contact with the customer regarding their recent communication with Dell Sales regarding the RAM size and slots required on a prospective order. *** has apologized for any miscommunication or advertising there may have been during this transaction, but expressed to the customer Dell does value feedback from all our customers. *** respectfully denied the customer’s request for a price discount, but offered to get the customer connected with Sales. The customer declined, sharing with *** they have decided to build their own system. We appreciate the customer and the Revdex.com for bringing this incident to our attention. The customer has ***’s contact information if they should need any further assistance in this matter Sincerely, Advanced Resolution Group Incident ID# *** Dell
Today’s Date: 02/29/2016 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 correspondenceWe thank
the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: ***Dell Inc