Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative informed her that the warranty had expired on March 21st, As a onetime
gesture of goodwill and in the interest of customer satisfaction, our representative offered depot repair at a discounted rate; however, Ms*** elected not to accept our offer of assistanceHer request for replacement unit or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The idea that one persons voice does not matter is really really not a good idea on your behalf, especially when that one personthat one voice who talks too many, You do know I talk to on average to people a day, that means to people a month, and to a year and they tell others word of mouth grows so fast ( I work in *** field ) and I'm telling each and every one of them what Dell has done to me, so if you think ripping me off was funny, think of the 100's of thousands of people I will have told the Dell is a bad company, and the 100's of thousands that they tell you know that number will grow exponentially in a very short time, what you guys did to me was wrong and you know it was wrong, it's not fair that I'm out that money regardless, just because you guys thought it's a good idea to rip people off, and you asked if this is over, no it's never going to be over till I get my money back, I work hard for my money, just like I'm sure you do and you still have the nerve to cheat me, who do you to think you are to have that right??? you don't deserve to keep my money just because you want to, your problem is you don't listen to what the customers has to say, you tell them what you're going to do even as it don't help them, I begged you to fix the computer and you still wouldn't, someone from your own company had it on the remote connection and he couldn't even get the computer to work right it took him three hours to decide that it was not working and you guys still did not fix the computer, that is not a way to run a company you know it's really unfortunate that you guys done this to me and I'm not threatening you with what I wrote I'm being very honest with you, you ripped me off and now I'm going to tell everybody that I know and everybody I meet that you rip me off, and I'm very sure this will affect your future sales, it's really bad for you the fact that I have A job that keeps me in constant contact with thousands of people a month so every time I talk to somebody I'm going to tell them that I'm Upset at the Dell Company they have shady business practices and they don't back up their products if there's a problem they're not going to help you and then I'm going to notify them that you guys basically stole my money and refused to fix your product, so by the end of next the month or two there will be literally thousands of people that know that Dell is a bad company and don't buy anything from them because they don't hold to their word
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer reiterated dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction he may have experienced and appreciate the feedbackDell has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an optionAs previously indicated, since receiving the submission, a Dell representative contacted the customer to provide assistanceOur representative offered to process a service dispatch to provide an exchange computerThe customer declined the offer and requested a refund, which our representative denied As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolutionWe remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and 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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell purchase We regret any miscommunication which may have occurred and appreciate the feedback
When an order is placed with Dell for a computer and accessories, the computer configuration is downloaded to our manufacturing facilities to be processed and any other items will be sent to a separate location for fulfillment Ideally, the separate packages will be transferred to the carrier and delivered at the same time however, this is not always the case Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, contacted Dell Financial Services (DFS) on behalf of the customer to request that the late fee be waived DFS has indicated the fee will be waived and the customer should see this reflected on his next billing statement 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell apologizes for the confusion the representative is in contact with Dell Financial to determine what the outstanding balance maybeWe certainly understand the frustration but we ask the customer to maintain a professional behavior when discussing the accountThe representative will follow up with the customer with additional informationThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** 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
Yes, I will be accepting the refurbished laptop as a replacement
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell is hiding behind an "order verification" issue but Dell will not define what an "order verification" issue isI have found several other customers that had the same issue with this sale that Dell offeredDell is canceling orders and then they try to sell the same exact computer at the full priceThen Dell hides behind legal terms and conditions and stresses the fact they do not need to ship anything ordered from them Isn't this what Dell is in business to do? They are a business that want's to sell products.It's obvious that Dell knows how to work the Revdex.com game and they post updates that are not trueDell does not care about it's customersMaybe it's the overseas call centers that have a different way of living.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:No "replacing order" offer was ever providedThe whole company is just making misstatements one after anotherwill NOT do business with them everI am requesting a full refund
Regards,
*** **
Complaint: ***
I am rejecting this response because: I did not understand that a free repair was being offeredThe representative that recently contacted me said it wasnt covered under the warranteeI thought he had said that I could send it in to be repaired but not at no cost.
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 a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell cannot
warrant that every Dell product will function error-free with all third party hardware, operating system software or application available Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Subsequently, for customer satisfaction reasons, our representative processed return authorizations for the refund of the printer and toner Our representative provided their contact information and will remain available to assist should the customer need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 customer has received a full refund to their Dell Preferred Account for the monitor that had been lost in transitDell representative; *** has called the customer numerous times attempting to provide this information to them, but each call has gone to voicemail so they have left the information through the messaging system. The refund posted on 06/24/2016. We certainly do apologize for any frustration this matter may have caused our customer. 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 rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative is in contact with the customer but a final resolution has not been determined yetAs the customer is traveling the representative is waiting for him to follow up with his availabilityThe representative maybe reached by emailing him at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because:I have mailed *** *** on Monday October 10th that the fix on the hinge is not properly fitting and asking him what are my options.I havent got a response after that regarding the issue.My concern is that if the hinge breaks again after a couple of months ? it seems like a faulty design
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative Gerard is followed up with the customer who stated she felt cheated by DellUnfortunately due to the age to of the system 11/06/a return for credit is not an optionDell will continue to support the system under the hardware warranty that does require troubleshooting stepThe customer was sold the additional service because she had how to questions beyond the scope of her supportIf the customer would like to continue to working with the representative to determine a resolutionThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Complaint: ***
I am rejecting this response because:dell was deauthorized to do the repairs on the 28th of NovNumerouse emails have been forwarded proving thisInstead of shipping the computer back they attempted to repair the PC a week later and still charged me despite already being given a refund if work wasn't completed by close of business on NovThat is illegal under consumer protection lawsAdditionally the part replaced only produces at GHZ vs the GHZ my purchase order will show that I paid for I have requested an onsite tech to come to my office to replace the motherboard for the correct part and for a repair refund since Dell was not authorized to attempt the repairs when they did additionally my power cord was damaged in Dells possession, that needs to be replaced as wellI will not accept a refurbished unit eitherThe refurbished unit costs less than what my unit does even with the incorrect part installed illegall by DellMy CPU cost $I shouldn't have to accept a refurbished laptop because of Dells messupAlso if proof is needed that the motherboard with built in processor isn't overclocked to the I paid for I will be glad to verify this using photos videos or even live stream if needed I can also send proof again that the order to repair was cancelled and acknowledged by an tech support repLastly I will not let Dell have this computer back in their possession unsupervisedIf Dell doesn't want to make right on their screw up than I am taking them to court
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative explained to the customer that the parts used were in
accordance with the terms and conditions of the Dell limited warranty and respectfully denied the customer’s request for a refund or compensationWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Thank you for providing a copy of the customer submissionDell representative, ***, contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants the product replacedWe regret any dissatisfaction they may have experienced and appreciate the
feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the terms of the Limited Hardware WarrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit, which was shipped under FedEx tracking number *** and delivered on August 1, Our representative also followto verify that the unit was functioning properlyShould Mr*** have any additional concerns regarding this case, he 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.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Today’s Date: 04/13/2016 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 gift cards were not send according to the terms of the saleAt this time the agent checked with the gift card team and they state the order numbers provided did not show the customer was eligible for gift cardsThe customer attempted to reach the customer to inform them and to inquire if there are different order numbers Dell should checkDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** should they have further questions about the gift card matter. 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 Dell service and support 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 assist in resolving the technical issues The customer reported that the computer is functioning properly and did not need any support at this time We ask that he contact our representative at *** should there be any further questions regarding this matter.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 concernsOur representative informed her that the warranty had expired on March 21st, As a onetime
gesture of goodwill and in the interest of customer satisfaction, our representative offered depot repair at a discounted rate; however, Ms*** elected not to accept our offer of assistanceHer request for replacement unit or refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The idea that one persons voice does not matter is really really not a good idea on your behalf, especially when that one personthat one voice who talks too many, You do know I talk to on average to people a day, that means to people a month, and to a year and they tell others word of mouth grows so fast ( I work in *** field ) and I'm telling each and every one of them what Dell has done to me, so if you think ripping me off was funny, think of the 100's of thousands of people I will have told the Dell is a bad company, and the 100's of thousands that they tell you know that number will grow exponentially in a very short time, what you guys did to me was wrong and you know it was wrong, it's not fair that I'm out that money regardless, just because you guys thought it's a good idea to rip people off, and you asked if this is over, no it's never going to be over till I get my money back, I work hard for my money, just like I'm sure you do and you still have the nerve to cheat me, who do you to think you are to have that right??? you don't deserve to keep my money just because you want to, your problem is you don't listen to what the customers has to say, you tell them what you're going to do even as it don't help them, I begged you to fix the computer and you still wouldn't, someone from your own company had it on the remote connection and he couldn't even get the computer to work right it took him three hours to decide that it was not working and you guys still did not fix the computer, that is not a way to run a company you know it's really unfortunate that you guys done this to me and I'm not threatening you with what I wrote I'm being very honest with you, you ripped me off and now I'm going to tell everybody that I know and everybody I meet that you rip me off, and I'm very sure this will affect your future sales, it's really bad for you the fact that I have A job that keeps me in constant contact with thousands of people a month so every time I talk to somebody I'm going to tell them that I'm Upset at the Dell Company they have shady business practices and they don't back up their products if there's a problem they're not going to help you and then I'm going to notify them that you guys basically stole my money and refused to fix your product, so by the end of next the month or two there will be literally thousands of people that know that Dell is a bad company and don't buy anything from them because they don't hold to their word
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer reiterated dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction he may have experienced and appreciate the feedbackDell has a thirty (30) day Return Period and, as the order invoiced during 2015, a refund would not be an optionAs previously indicated, since receiving the submission, a Dell representative contacted the customer to provide assistanceOur representative offered to process a service dispatch to provide an exchange computerThe customer declined the offer and requested a refund, which our representative denied As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolutionWe remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and 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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell purchase We regret any miscommunication which may have occurred and appreciate the feedback
When an order is placed with Dell for a computer and accessories, the computer configuration is downloaded to our manufacturing facilities to be processed and any other items will be sent to a separate location for fulfillment Ideally, the separate packages will be transferred to the carrier and delivered at the same time however, this is not always the case Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, contacted Dell Financial Services (DFS) on behalf of the customer to request that the late fee be waived DFS has indicated the fee will be waived and the customer should see this reflected on his next billing statement 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell apologizes for the confusion the representative is in contact with Dell Financial to determine what the outstanding balance maybeWe certainly understand the frustration but we ask the customer to maintain a professional behavior when discussing the accountThe representative will follow up with the customer with additional informationThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group *** 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
Yes, I will be accepting the refurbished laptop as a replacement
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell is hiding behind an "order verification" issue but Dell will not define what an "order verification" issue isI have found several other customers that had the same issue with this sale that Dell offeredDell is canceling orders and then they try to sell the same exact computer at the full priceThen Dell hides behind legal terms and conditions and stresses the fact they do not need to ship anything ordered from them Isn't this what Dell is in business to do? They are a business that want's to sell products.It's obvious that Dell knows how to work the Revdex.com game and they post updates that are not trueDell does not care about it's customersMaybe it's the overseas call centers that have a different way of living.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:No "replacing order" offer was ever providedThe whole company is just making misstatements one after anotherwill NOT do business with them everI am requesting a full refund
Regards,
*** **
Complaint: ***
I am rejecting this response because: I did not understand that a free repair was being offeredThe representative that recently contacted me said it wasnt covered under the warranteeI thought he had said that I could send it in to be repaired but not at no cost.
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 a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell cannot
warrant that every Dell product will function error-free with all third party hardware, operating system software or application available Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Subsequently, for customer satisfaction reasons, our representative processed return authorizations for the refund of the printer and toner Our representative provided their contact information and will remain available to assist should the customer need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 customer has received a full refund to their Dell Preferred Account for the monitor that had been lost in transitDell representative; *** has called the customer numerous times attempting to provide this information to them, but each call has gone to voicemail so they have left the information through the messaging system. The refund posted on 06/24/2016. We certainly do apologize for any frustration this matter may have caused our customer. 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 rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative is in contact with the customer but a final resolution has not been determined yetAs the customer is traveling the representative is waiting for him to follow up with his availabilityThe representative maybe reached by emailing him at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because:I have mailed *** *** on Monday October 10th that the fix on the hinge is not properly fitting and asking him what are my options.I havent got a response after that regarding the issue.My concern is that if the hinge breaks again after a couple of months ? it seems like a faulty design
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative Gerard is followed up with the customer who stated she felt cheated by DellUnfortunately due to the age to of the system 11/06/a return for credit is not an optionDell will continue to support the system under the hardware warranty that does require troubleshooting stepThe customer was sold the additional service because she had how to questions beyond the scope of her supportIf the customer would like to continue to working with the representative to determine a resolutionThe representative can be reached by emailing at ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Complaint: ***
I am rejecting this response because:dell was deauthorized to do the repairs on the 28th of NovNumerouse emails have been forwarded proving thisInstead of shipping the computer back they attempted to repair the PC a week later and still charged me despite already being given a refund if work wasn't completed by close of business on NovThat is illegal under consumer protection lawsAdditionally the part replaced only produces at GHZ vs the GHZ my purchase order will show that I paid for I have requested an onsite tech to come to my office to replace the motherboard for the correct part and for a repair refund since Dell was not authorized to attempt the repairs when they did additionally my power cord was damaged in Dells possession, that needs to be replaced as wellI will not accept a refurbished unit eitherThe refurbished unit costs less than what my unit does even with the incorrect part installed illegall by DellMy CPU cost $I shouldn't have to accept a refurbished laptop because of Dells messupAlso if proof is needed that the motherboard with built in processor isn't overclocked to the I paid for I will be glad to verify this using photos videos or even live stream if needed I can also send proof again that the order to repair was cancelled and acknowledged by an tech support repLastly I will not let Dell have this computer back in their possession unsupervisedIf Dell doesn't want to make right on their screw up than I am taking them to court
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative explained to the customer that the parts used were in
accordance with the terms and conditions of the Dell limited warranty and respectfully denied the customer’s request for a refund or compensationWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at ***@Dell.com. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Thank you for providing a copy of the customer submissionDell representative, ***, contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants the product replacedWe regret any dissatisfaction they may have experienced and appreciate the
feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our representative explained the terms of the Limited Hardware WarrantyHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a replacement unit, which was shipped under FedEx tracking number *** and delivered on August 1, Our representative also followto verify that the unit was functioning properlyShould Mr*** have any additional concerns regarding this case, he 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.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Today’s Date: 04/13/2016 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 gift cards were not send according to the terms of the saleAt this time the agent checked with the gift card team and they state the order numbers provided did not show the customer was eligible for gift cardsThe customer attempted to reach the customer to inform them and to inquire if there are different order numbers Dell should checkDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** should they have further questions about the gift card matter. 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 Dell service and support 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 assist in resolving the technical issues The customer reported that the computer is functioning properly and did not need any support at this time We ask that he contact our representative at *** should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc