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
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 ***
Dear Revdex.com, Our records indicate that the system has been repaired and shipped backThe representative has confirmed receipt and system is working as designedThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** 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, 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
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 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 the customer’s PayPal account has been credited. 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
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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired or replacedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided
Dell records indicate a service dispatch has been processed to repair the computer Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by telephone and e-mail to discuss his concerns To date, the customer has not responded to the follcontact attempts Should he still need assistance, we ask that he contact our 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 told the Dell agent that I would call when I received the fresh copy of Windows To date I have received nothing.I have also received a call from the same agent who left a message that he was from the corporate officeVery strange because first of all, in his previous messages he was from the premium warranty support departmentThe last message on the 24th on my machine was garbled, but the one before that on the 20th of April, he stated that he was calling from the corporate officeHe was calling from the sales/service telephone number........Any phone calls made to me after I said that I would call when I received the new copy of Windows are considered harassment according to my attorney.In his message above, he made no explanation about why the restore function was set for Windows He stated to me that he could not explain the activity on this computer months before I purchased itI don't need the support teams help with the software nor with the hardwareThey are just fishing; putting a new hard drive in it and reinstalling Windows (I do clean installs) does not negate the fact that that there are too many indications that this is not a new computerMost of the details are in the attachments that I sent to you in my last rejectionI have also sent all this information to the FTC and they have opened a case on it.I would prefer no more phone calsl ore mails since they are unwilling to honor the original purchase termsThe only contact I would respond to is an actual call or letter from someone who actually is from the corporate office, not anyone from support with a Middle Eastern accentThis is not intended as a bigoted remark, it's just the fact that I no longer trust their agents who have been calling and emailingMany of them on the phone don't listen and apparently don't understand what I am saying.If I could get someone from Corporate I would also like to discuss the fact that I also purchased a monitor which was shipped not once, but twice to an eleven year old addressOdd, since the computer and other purchases have made it to my address since Then they charged me for something I firmly refusedThey also refuse to honor the monitor purchase so I don't have the monitorI would like their corporate office to know how badly their business is being handledI had always been a loyal customer and recommended them to others
Regards,
*** ***
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionA Dell representative has been in contact with the customer and offered a depot service for the system to make sure the system is thoroughly reviewed but also provided the option for onsite techThe customer
agreed to the onsite, but once this service was completed he continued to have problemsThe representative again offered the depot service and explained that the system is out of warranty since July We will continue to offer the depot service at no cost for the next daysIf the customer would like to move forward we ask that he contact the representative by emailing ***@Dell.com Sincerely, Advanced Resolution Group FID: *** Dell
We appreciate the
customer’s business and certainly apologize for any disappointment or
frustration this matter may have caused them. Our representative has made a generous offer to the customer so we ask
that they please contact our representative, Susan directly by email at ***@Dell.com if they wish to
accept
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell’s Terms and Conditions of Sale indicate that a return for credit is limited to the first thirty days from the invoice date, and that such hardware items would be subject to the available remedies under the applicable hardware warranty thereafterAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterAt this time the representative is waiting for the customer to follow up with himSincerely, Advanced Resolution Group FID # *** Dell
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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer and assisted in getting the orders received into the systemThe representative followed up and confirmed the credit has closed and should reflect in the customer’s accountPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 06/30/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe
customer states concerns with their Dell unitAt this time the customers refund has been processed and the agent has informed the customer as suchDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any additional questions or concerns on the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
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 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
Thank you for providing a copy of the customer submission. A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolution. The representative can bereached directly by email at ***
Dear Revdex.com, Our records indicate that the replacement system has been delivered and signed for by Mr***A prepaid return shipping label was also providedThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group
Incident ***
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
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 ***
Dear Revdex.com, Our records indicate that the system has been repaired and shipped backThe representative has confirmed receipt and system is working as designedThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** 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, 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
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 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 the customer’s PayPal account has been credited. 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
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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired or replacedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided
Dell records indicate a service dispatch has been processed to repair the computer Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by telephone and e-mail to discuss his concerns To date, the customer has not responded to the follcontact attempts Should he still need assistance, we ask that he contact our 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 told the Dell agent that I would call when I received the fresh copy of Windows To date I have received nothing.I have also received a call from the same agent who left a message that he was from the corporate officeVery strange because first of all, in his previous messages he was from the premium warranty support departmentThe last message on the 24th on my machine was garbled, but the one before that on the 20th of April, he stated that he was calling from the corporate officeHe was calling from the sales/service telephone number........Any phone calls made to me after I said that I would call when I received the new copy of Windows are considered harassment according to my attorney.In his message above, he made no explanation about why the restore function was set for Windows He stated to me that he could not explain the activity on this computer months before I purchased itI don't need the support teams help with the software nor with the hardwareThey are just fishing; putting a new hard drive in it and reinstalling Windows (I do clean installs) does not negate the fact that that there are too many indications that this is not a new computerMost of the details are in the attachments that I sent to you in my last rejectionI have also sent all this information to the FTC and they have opened a case on it.I would prefer no more phone calsl ore mails since they are unwilling to honor the original purchase termsThe only contact I would respond to is an actual call or letter from someone who actually is from the corporate office, not anyone from support with a Middle Eastern accentThis is not intended as a bigoted remark, it's just the fact that I no longer trust their agents who have been calling and emailingMany of them on the phone don't listen and apparently don't understand what I am saying.If I could get someone from Corporate I would also like to discuss the fact that I also purchased a monitor which was shipped not once, but twice to an eleven year old addressOdd, since the computer and other purchases have made it to my address since Then they charged me for something I firmly refusedThey also refuse to honor the monitor purchase so I don't have the monitorI would like their corporate office to know how badly their business is being handledI had always been a loyal customer and recommended them to others
Regards,
*** ***
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionA Dell representative has been in contact with the customer and offered a depot service for the system to make sure the system is thoroughly reviewed but also provided the option for onsite techThe customer
agreed to the onsite, but once this service was completed he continued to have problemsThe representative again offered the depot service and explained that the system is out of warranty since July We will continue to offer the depot service at no cost for the next daysIf the customer would like to move forward we ask that he contact the representative by emailing ***@Dell.com Sincerely, Advanced Resolution Group FID: *** Dell
We appreciate the
customer’s business and certainly apologize for any disappointment or
frustration this matter may have caused them. Our representative has made a generous offer to the customer so we ask
that they please contact our representative, Susan directly by email at ***@Dell.com if they wish to
accept
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell’s Terms and Conditions of Sale indicate that a return for credit is limited to the first thirty days from the invoice date, and that such hardware items would be subject to the available remedies under the applicable hardware warranty thereafterAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterAt this time the representative is waiting for the customer to follow up with himSincerely, Advanced Resolution Group FID # *** Dell
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 customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer and assisted in getting the orders received into the systemThe representative followed up and confirmed the credit has closed and should reflect in the customer’s accountPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 06/30/2016 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceThe
customer states concerns with their Dell unitAt this time the customers refund has been processed and the agent has informed the customer as suchDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any additional questions or concerns on the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
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 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
Thank you for providing a copy of the customer submission. A Dell representative, ***, has contacted the customer and is working with them to reach a reasonable resolution. The representative can bereached directly by email at ***
Dear Revdex.com, Our records indicate that the replacement system has been delivered and signed for by Mr***A prepaid return shipping label was also providedThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group
Incident ***