Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell representative *** has been in contact with Mr*** to confirm the system is being repairedA refund has already been processed and posted to the Mr*** to is credit card in the amount of
$The Dell representative will update the customer once return shipping information is availableThe representative can be reached by emailing ***Sincerely, Advanced Resolution Group Incident ID: *** Dell
Complaint: ***
I am rejecting this response because: Just because Dell has the right to cancel orders for any reason doesn't mean they shouldDell oversold their stock, not the consumerDell didn't remove the product from the website that they were selling on, not the consumerDell was the company incapable of managing inventory and sales, just because what they did to "resolve" it is within their policy doesn't mean that it does not warrant a complaintThe mistakes were all made by Dell, yet a customer is being punishedWhy did my order get cancelled as opposed to another? Being strung along by various "customer service representatives" for days didn't help the inconvenienceI still feel the complaint is valid and unresolvedThe only resolution I see is to avoid future dealings with a company that operates like Dell
Regards,
*** ***
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,
*** ***
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
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
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
Regards,
*** ***
Today’s Date: 05/04/2016 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 a missing gift card from an orderAt this time the agent confirmed with the gift card team the proper amount was received and the information was provided to the customerDell 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 in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
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: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, Our records indicate that Dell representative is attempting to reach the customer by email and phoneWe do show all orders have been provided the tax creditsWe ask the customer follow up with the representative on which order he feels has not been resolvedThe representative can be reached by email at *** ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell
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 due to parts availability issues, a replacement unit was shipped to Mr*** on September 6, Our records show that the replacement order# *** was delivered to Mr*** on September 7, under FedEx Tracking# ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
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
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 ***
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,
*** *** ***
Complaint: ***
I am rejecting this response because: During one of the online interviews with Dell, the Dell agent indicated that Dell would credit my account for $for all of the inconveniences. As of this date, that has not happened. When I check my credit card account last week after receiving the delayed computer, there was no $credit showing on my credit card that I used to purchase the Dell equipment
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
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
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 providing a copy of the customer’s submissionDell representative *** has been in contact with Mr*** to confirm the system is being repairedA refund has already been processed and posted to the Mr*** to is credit card in the amount of
$The Dell representative will update the customer once return shipping information is availableThe representative can be reached by emailing ***Sincerely, Advanced Resolution Group Incident ID: *** Dell
Complaint: ***
I am rejecting this response because: Just because Dell has the right to cancel orders for any reason doesn't mean they shouldDell oversold their stock, not the consumerDell didn't remove the product from the website that they were selling on, not the consumerDell was the company incapable of managing inventory and sales, just because what they did to "resolve" it is within their policy doesn't mean that it does not warrant a complaintThe mistakes were all made by Dell, yet a customer is being punishedWhy did my order get cancelled as opposed to another? Being strung along by various "customer service representatives" for days didn't help the inconvenienceI still feel the complaint is valid and unresolvedThe only resolution I see is to avoid future dealings with a company that operates like Dell
Regards,
*** ***
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,
*** ***
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
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
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
Regards,
*** ***
Today’s Date: 05/04/2016 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 a missing gift card from an orderAt this time the agent confirmed with the gift card team the proper amount was received and the information was provided to the customerDell 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 in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
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: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, Our records indicate that Dell representative is attempting to reach the customer by email and phoneWe do show all orders have been provided the tax creditsWe ask the customer follow up with the representative on which order he feels has not been resolvedThe representative can be reached by email at *** ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell
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 due to parts availability issues, a replacement unit was shipped to Mr*** on September 6, Our records show that the replacement order# *** was delivered to Mr*** on September 7, under FedEx Tracking# ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
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
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 ***
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,
*** *** ***
Complaint: ***
I am rejecting this response because: During one of the online interviews with Dell, the Dell agent indicated that Dell would credit my account for $for all of the inconveniences. As of this date, that has not happened. When I check my credit card account last week after receiving the delayed computer, there was no $credit showing on my credit card that I used to purchase the Dell equipment
Regards,
*** ***
Thank you for the letter from *** ***Our representative has been in contact with the customer and onsite service has been dispatched
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
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
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