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 informed the customer Dell is unable to send any replacement parts without verifying the problem per the terms and conditions of the warranty. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Complaint: ***
I am rejecting this response because:
good and bad news good news: they sent a repairman to our house and he replace the entire palm rest (plate, keyboard and touchpad) and the motherboard I tried it and it was working well so far so I started loading some of my genealogy software to try it out it worked well and I was going to wait until Monday to say everything was okay now BUT! I wanted to switch to another application that was running and found that Alt-Tab did not work I tried to do a screen shot but that failed, too then, I searching for "keyboard shortcuts" on the Internet, I could only type the "k" the "e" would not type I tested and found that all the keys to the left of "5" down to the "b" did not type I thought that it was a smart thing to reboot and see if that would fix the problem -- NO! now, I can't login because my password uses some of those keys! my guess is that the keyboard's ribbon cable is loose I let *** know and waiting a response this is months and days that they have my money and I still don't have a functioning computer
Regards,
*** ***
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 explained the terms of sale and limited hardware warranty, which does not
cover accidental damageHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a depot repair at a discounted rateOur records show that the unit was serviced on June 24, and delivered to Ms*** on June 28, under fedex tracking# ***Our representative also followwith Ms*** to confirm resolutionWe 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*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative Rajesh has followed up with the customerThe representative has confirmed the gift card has been issued and will receive in to daysThe representative will follow up to confirm receiptWe request the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: I can provide all the proofs of the source of the gift cardDell's claim is illegal
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 *** is attempting to reach the customerAfter further review of the videos that were provided in the rebuttal the customer will be provided with the below options: Depot service, Onsite repair, New System Exchange or return for refundWe ask that the customer respond to the representative so we can move this to 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:The required/expected solution is not provided.The company is indirectly telling that I (the customer) lyingThis is like rubbing salt on the wound and a slap on the customer's faceas the customer is helpless in this case.After mthsof promises from Dell Repsonly someone out of his mind with try and make up issues with the hope that "DELL" is going to "SOLVE" it. This the customer service at it's worst; not keeping up with the promises and then saying that the customer is lying about the problems.I have, at every stage provide both photo & video proof to the Dell repbut I still get this comment from Dell: "System has been delivered but customer claims no power which is very uncommon for a second system to have the same issue”Surely they are at least one customer lower now
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I did not place the second order for monitorsDell created that order and took my money out of my account without my authorizationIt has taken contacting the Revdex.com and months of continual emails and phone calls to finally get my money returnedI have spent over hours working on this and it has been a waste of my timeDell can do whatever they want, taking money from customers accounts without any consequenceThey are crooks!!!
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 apologized for the problemsThe representative apologized for the problems and authorized a replacement system be shippedThe representative has confirmed receipt and a prepaid return shipping has been providedThe representative can be reached at email ***@Dell.comAdvanced Resolution Group Incident *** Dell Inc
Today’s Date: 08/04/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceThe customer states technical concerns with her Dell systemAt this time the agent has contacted the customer and offered to troubleshoot the matterThe customer has declined troubleshooting and requests only a refund or a new unitThe unit was purchased in April 2012 and a refund is not possible, additionally Dell must troubleshoot the system first in order to determine where the issue is centered around. According to the terms and conditions of the Dell warranty, troubleshooting must first be performed to determine a root cause be it software or hardwareThe customer may read the terms and conditions from the link providedhttp://www.dell.com/learn/us/en/vn/solutions/limited-hardware-warranties "Upon contacting Dell, you will be required to engage in a remote diagnosis session to help determine the cause of your issueRemote diagnosis may involve customer access to the inside of the product and multiple or extended sessions." We thank the customer for their time and patience during this processThe customer may contact the representative at *** should they reconsider troubleshooting the system in order to work towards an amicable resolution. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionSincerely,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 apologized for the problemsThe representative has noted his feedback so that it is directed to the correct management teamsThe representative monitored the new order and found it was cancelledRepeated attempts to follow up with the customer failedWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@Dell.com Advanced Resolution Group Incident *** 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 reached out to the customer a number of times in her attempt to work with the customer and bring this matter to a reasonable resolution. *** has asked the customer to provide her with proof of purchase from ***, but she has never heard back from the customer. Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the customer. Please have the customer contact our representative directly by email if they should change their mind and indicate they welcome assistance in this matter. Dell will be happy to re-open the case and address the matter with the customer at that time. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Today’s Date: 01/19/2016 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 agent has been unable to reach the customer nor has the customer returned the agents attempts at contactWe ask the customer to contact the representative at ***@Dell.com should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the submission for *** *** Mr*** expressed dissatisfaction with Dell service and support and wants warranty support for a Dell computer purchased from a third party We regret any dissatisfaction he may have
experienced and appreciate the feedback provided Dell warranty support is limited to the original purchaser of Dell equipment and any subsequent owner authorized by the original purchaser Dell will not provide technical support for others based solely on possession of Dell equipment Since the date of the submission, Dell representatives contacted Mr*** to discuss his concerns Mr*** does not appear to have sufficient information to transfer ownership of the computer from the original Dell customer Our representative told Mr*** it would be necessary to contact the eBay reseller to request the necessary information or assistance in the transfer of ownership process We ask that Mr*** 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 rebuttal filed with your office by the customerDell representative *** has been in contact with the customer and authorized a depot serviceThe representative has confirmed shipping material will be provided and once repaired the representative will follow up to confirm receiptSincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because:no refund of either my most recent order nor the order earlier in the year has posted or been received. Dell continues to hold over $1,of my money and refuses to refund or cure the defects in its products they shipped.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: This customer DID NOT request for a Tech to trouble shootI don't think the rep understood a word that we discussed. Every question I asked the rep had no answer. This rep was just as incompetent as the last rep. It appears this rep and all employees there tell customers a template answer and do nothing to resolve or satisfy the customer. I don't understand why he even called. DELL is lying and has poor customer service. THEY sent this customer the wrong cord. When I asked about the cord the rep could not tell me if the cord sent was made for my computer or not. The email states this is a cord for a notebook, I do not have a note book. I also asked for an extension on my warranty for all the trouble THEY have caused, they declined that too. Repeatedly I told them the best time to call, they called at PM. Normally I would not be home. DELL does not care, so why do they ask for a time to call. I inquired when my warranty was over just to confirm the date. Over the last few weeks THEY offered by email to extend my warranty as a mistake was made. The rep told me I purchased the computer from a store and the warranty date was from that purchases date, not when I purchased the computer. I did what they asked which was to give my purchase date. Now they want to charge me for the warranty that they said I was cheated on in the first place. This company has so many complaints against them and they don't care. IT appears DELL does not want to correct this issue.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:It is a browser pop-upWho would know this is a malware? I thought the software was installed by Dell .The browser just like the Internet Explorer or Firefox browserPlus, This browser did not cause any effect or damage to my laptop except slower the starting time few secondRegards,
*** **
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 informed the customer Dell is unable to send any replacement parts without verifying the problem per the terms and conditions of the warranty. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Complaint: ***
I am rejecting this response because:
good and bad news good news: they sent a repairman to our house and he replace the entire palm rest (plate, keyboard and touchpad) and the motherboard I tried it and it was working well so far so I started loading some of my genealogy software to try it out it worked well and I was going to wait until Monday to say everything was okay now BUT! I wanted to switch to another application that was running and found that Alt-Tab did not work I tried to do a screen shot but that failed, too then, I searching for "keyboard shortcuts" on the Internet, I could only type the "k" the "e" would not type I tested and found that all the keys to the left of "5" down to the "b" did not type I thought that it was a smart thing to reboot and see if that would fix the problem -- NO! now, I can't login because my password uses some of those keys! my guess is that the keyboard's ribbon cable is loose I let *** know and waiting a response this is months and days that they have my money and I still don't have a functioning computer
Regards,
*** ***
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 explained the terms of sale and limited hardware warranty, which does not
cover accidental damageHowever, as a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a depot repair at a discounted rateOur records show that the unit was serviced on June 24, and delivered to Ms*** on June 28, under fedex tracking# ***Our representative also followwith Ms*** to confirm resolutionWe 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*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative Rajesh has followed up with the customerThe representative has confirmed the gift card has been issued and will receive in to daysThe representative will follow up to confirm receiptWe request the customer contact the representative by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: I can provide all the proofs of the source of the gift cardDell's claim is illegal
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 *** is attempting to reach the customerAfter further review of the videos that were provided in the rebuttal the customer will be provided with the below options: Depot service, Onsite repair, New System Exchange or return for refundWe ask that the customer respond to the representative so we can move this to 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:The required/expected solution is not provided.The company is indirectly telling that I (the customer) lyingThis is like rubbing salt on the wound and a slap on the customer's faceas the customer is helpless in this case.After mthsof promises from Dell Repsonly someone out of his mind with try and make up issues with the hope that "DELL" is going to "SOLVE" it. This the customer service at it's worst; not keeping up with the promises and then saying that the customer is lying about the problems.I have, at every stage provide both photo & video proof to the Dell repbut I still get this comment from Dell: "System has been delivered but customer claims no power which is very uncommon for a second system to have the same issue”Surely they are at least one customer lower now
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I did not place the second order for monitorsDell created that order and took my money out of my account without my authorizationIt has taken contacting the Revdex.com and months of continual emails and phone calls to finally get my money returnedI have spent over hours working on this and it has been a waste of my timeDell can do whatever they want, taking money from customers accounts without any consequenceThey are crooks!!!
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 apologized for the problemsThe representative apologized for the problems and authorized a replacement system be shippedThe representative has confirmed receipt and a prepaid return shipping has been providedThe representative can be reached at email ***@Dell.comAdvanced Resolution Group Incident *** Dell Inc
Today’s Date: 08/04/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceThe customer states technical concerns with her Dell systemAt this time the agent has contacted the customer and offered to troubleshoot the matterThe customer has declined troubleshooting and requests only a refund or a new unitThe unit was purchased in April 2012 and a refund is not possible, additionally Dell must troubleshoot the system first in order to determine where the issue is centered around. According to the terms and conditions of the Dell warranty, troubleshooting must first be performed to determine a root cause be it software or hardwareThe customer may read the terms and conditions from the link providedhttp://www.dell.com/learn/us/en/vn/solutions/limited-hardware-warranties "Upon contacting Dell, you will be required to engage in a remote diagnosis session to help determine the cause of your issueRemote diagnosis may involve customer access to the inside of the product and multiple or extended sessions." We thank the customer for their time and patience during this processThe customer may contact the representative at *** should they reconsider troubleshooting the system in order to work towards an amicable resolution. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionSincerely,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 apologized for the problemsThe representative has noted his feedback so that it is directed to the correct management teamsThe representative monitored the new order and found it was cancelledRepeated attempts to follow up with the customer failedWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@Dell.com Advanced Resolution Group Incident *** 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 reached out to the customer a number of times in her attempt to work with the customer and bring this matter to a reasonable resolution. *** has asked the customer to provide her with proof of purchase from ***, but she has never heard back from the customer. Since there is a specific time period in which Dell is allotted to officially respond to the Revdex.com, Dell has no other option than to close our case due to lack of response by the customer. Please have the customer contact our representative directly by email if they should change their mind and indicate they welcome assistance in this matter. Dell will be happy to re-open the case and address the matter with the customer at that time. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Today’s Date: 01/19/2016 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 agent has been unable to reach the customer nor has the customer returned the agents attempts at contactWe ask the customer to contact the representative at ***@Dell.com should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the submission for *** *** Mr*** expressed dissatisfaction with Dell service and support and wants warranty support for a Dell computer purchased from a third party We regret any dissatisfaction he may have
experienced and appreciate the feedback provided Dell warranty support is limited to the original purchaser of Dell equipment and any subsequent owner authorized by the original purchaser Dell will not provide technical support for others based solely on possession of Dell equipment Since the date of the submission, Dell representatives contacted Mr*** to discuss his concerns Mr*** does not appear to have sufficient information to transfer ownership of the computer from the original Dell customer Our representative told Mr*** it would be necessary to contact the eBay reseller to request the necessary information or assistance in the transfer of ownership process We ask that Mr*** 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 rebuttal filed with your office by the customerDell representative *** has been in contact with the customer and authorized a depot serviceThe representative has confirmed shipping material will be provided and once repaired the representative will follow up to confirm receiptSincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because:no refund of either my most recent order nor the order earlier in the year has posted or been received. Dell continues to hold over $1,of my money and refuses to refund or cure the defects in its products they shipped.
Regards,
*** ***
Thank you for the letter from *** ***Our representative has been in contact with the customer and discussed the contents
Complaint: ***
I am rejecting this response because: This customer DID NOT request for a Tech to trouble shootI don't think the rep understood a word that we discussed. Every question I asked the rep had no answer. This rep was just as incompetent as the last rep. It appears this rep and all employees there tell customers a template answer and do nothing to resolve or satisfy the customer. I don't understand why he even called. DELL is lying and has poor customer service. THEY sent this customer the wrong cord. When I asked about the cord the rep could not tell me if the cord sent was made for my computer or not. The email states this is a cord for a notebook, I do not have a note book. I also asked for an extension on my warranty for all the trouble THEY have caused, they declined that too. Repeatedly I told them the best time to call, they called at PM. Normally I would not be home. DELL does not care, so why do they ask for a time to call. I inquired when my warranty was over just to confirm the date. Over the last few weeks THEY offered by email to extend my warranty as a mistake was made. The rep told me I purchased the computer from a store and the warranty date was from that purchases date, not when I purchased the computer. I did what they asked which was to give my purchase date. Now they want to charge me for the warranty that they said I was cheated on in the first place. This company has so many complaints against them and they don't care. IT appears DELL does not want to correct this issue.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:It is a browser pop-upWho would know this is a malware? I thought the software was installed by Dell .The browser just like the Internet Explorer or Firefox browserPlus, This browser did not cause any effect or damage to my laptop except slower the starting time few secondRegards,
*** **