Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted Mr*** by phone and e-mail; however, has not been able to discuss the contents of his correspondenceOur representative may be contacted directly by e-mail at
***
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 Dell representative; *** has authorized a new system exchange to resolve the technical problems the customer had been having with their original Dell computer. The customer has received the new system and *** assisted them with a few questions they had about the new computer and with installing Microsoft Office. We certainly do apologize for any frustration this matter may have been for 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and the refund posted to my account yesterday.Thank you for your assistance in resolving this matter that had dragged on for months
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate the customer purchased his computer in with a one year warranty which has expired Since the date of the original submission, a Dell representative contacted the customer and stated that Dell does not agree that the customer is entitled to additional support at no charge For customer satisfaction reasons, our representative offered the fee-based out of warranty support at a discount which the customer declined Dell will not be offering an exchange or any other concessions and no further attempt has been made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.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 customerMr*** was offered fee based software support if he needed additional help but declinedThe customer is out of warranty basic how to question have been answered and I link with how to instructions and a video are included in this update*** *** If the customer needs further assistances he will need to contact our fee based support at ###-###-#### 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,
*** ***
Revdex.com:
Thank you for your assistance to (hopefully) resolving the matter of my computer being mishandled I do hope that there will be no further mishaps In the meantime, I am hopeful that the computer will be new The computer that was returned was supposedly a new one, but it did not work I hope that this one will work and will have the software that comes with the initial purchase order
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
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 submissionA Dell representative has authorized a return since an exchange could not be processed with same specificationsAt this time we are waiting on the system to be received inThe representative will update the customer once the credit has postedOur representative may be contacted directly by e-mail at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
Dell representative, *** has been assigned to this case and has been in contact with the customer*** was able to determine why support was unable to assist the customer and it is because the computer had been purchased from a retail company*** asked the customer to provide proof of purchase so he can transfer the ownership into the customer’s name so Dell can repair the system per the Terms and Conditions of the system hardware warrantyThe customer is currently out of town and will reach out to *** upon his return home within the monthSince 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 for the time beingWe ask that the customer contacts our representative once he is home and able to work with ***, who can be reached directly by email at ***@Dell.comDell will be happy to reopen the case at that time Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customers was offered an exchange when it was found a part was on back orderAt the time of the exchange offer Mrs*** was informed that if the part became available before the exchange request was processed it would be cancelledThe part did become available and the system was repaired under the terms and conditions of her warranty*** As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # *** Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I am very disappointed with Dell and their handling of my situation The delay of accepting responsibility for the broken product did cause hardship for me and my business I have finally been credited a refund and will close this case at this point.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:When the laptop was diagnosed by a local Computer Store the statement was made that no liquid issue was found and the keyboard was repaired. The unit has worked fine from that point and my request is to be reimbursed by Dell for the $I paid to have the unit repaired. Furthermore, I feel Dell has misrepresented the issue with my laptop with no intention to stand behind the workmanship of their product. I will continue to decline for as long as necessary.
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 apologized to the customer for the experience and would make sure the correct management staff was provided the informationThe representative as a goodwill gesture sent the game at no cost instead of the gift cardThe representative confirmed by tracking that the order has been deliveredWe remain available to assist the customer if neededPlease 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,
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 emailed 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 her refund was processed on March 9th and will reflect in her next billing cycle. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because:Dell's policy of only standing behind their product within days of ordering is not consumer friendlyIf their product is expected to last 100,pages, as the belt was supposed to (indicated in the description), and then it does not, they should honor a long time customers requestEither that or the description should indicate that it had to break within the daysI understood the days to basically be if you changed your mind about a purchase, not for an inferior productJust goes to show, large companies have no regard for the consumer and apparently, no one will hold them accountable
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission
Customer expressed dissatisfaction with communication and processing expectations for returns We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed Return Authorizations for the laptop and software Our records indicate full refunds have since posted to the customer’s Dell account The customer may contact our representative at *** for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submissionOur records indicate the Dell
representative; *** has authorized a replacement computer to resolve the technical problems the customer had been having with their Dell computer. The replacement computer was delivered to the customer on Monday, December 21. 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
Complaint: ***
I am rejecting this response because:This response from Mr*** is untrue. See attached letter to *** *** for details.Note: After filing a complaint with the Revdex.com, someone phoned me misrepresenting himself to be from Dell Corporate Headquarters in response to my complaint. Only after asking for his name did I recognize it to be the very Mr*** from escalated technical support who mishandled my case and who continues to misrepresent facts, and NOT someone from Dell Corporate Headquarters.Sincerely,
*** ***
Dear Revdex.com,
Our records indicate that Dell representative *** has authorized a replacement but a response is needed from the customer. Please have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and our records indicate the credits have been processed and applied to the original form of paymentWe regret any
dissatisfaction which may have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted Mr*** by phone and e-mail; however, has not been able to discuss the contents of his correspondenceOur representative may be contacted directly by e-mail at
***
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 Dell representative; *** has authorized a new system exchange to resolve the technical problems the customer had been having with their original Dell computer. The customer has received the new system and *** assisted them with a few questions they had about the new computer and with installing Microsoft Office. We certainly do apologize for any frustration this matter may have been for 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and the refund posted to my account yesterday.Thank you for your assistance in resolving this matter that had dragged on for months
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate the customer purchased his computer in with a one year warranty which has expired Since the date of the original submission, a Dell representative contacted the customer and stated that Dell does not agree that the customer is entitled to additional support at no charge For customer satisfaction reasons, our representative offered the fee-based out of warranty support at a discount which the customer declined Dell will not be offering an exchange or any other concessions and no further attempt has been made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further however there will be no change to this response.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 customerMr*** was offered fee based software support if he needed additional help but declinedThe customer is out of warranty basic how to question have been answered and I link with how to instructions and a video are included in this update*** *** If the customer needs further assistances he will need to contact our fee based support at ###-###-#### 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,
*** ***
Revdex.com:
Thank you for your assistance to (hopefully) resolving the matter of my computer being mishandled I do hope that there will be no further mishaps In the meantime, I am hopeful that the computer will be new The computer that was returned was supposedly a new one, but it did not work I hope that this one will work and will have the software that comes with the initial purchase order
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
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 submissionA Dell representative has authorized a return since an exchange could not be processed with same specificationsAt this time we are waiting on the system to be received inThe representative will update the customer once the credit has postedOur representative may be contacted directly by e-mail at ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
Dell representative, *** has been assigned to this case and has been in contact with the customer*** was able to determine why support was unable to assist the customer and it is because the computer had been purchased from a retail company*** asked the customer to provide proof of purchase so he can transfer the ownership into the customer’s name so Dell can repair the system per the Terms and Conditions of the system hardware warrantyThe customer is currently out of town and will reach out to *** upon his return home within the monthSince 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 for the time beingWe ask that the customer contacts our representative once he is home and able to work with ***, who can be reached directly by email at ***@Dell.comDell will be happy to reopen the case at that time Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customers was offered an exchange when it was found a part was on back orderAt the time of the exchange offer Mrs*** was informed that if the part became available before the exchange request was processed it would be cancelledThe part did become available and the system was repaired under the terms and conditions of her warranty*** As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # *** Dell
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I am very disappointed with Dell and their handling of my situation The delay of accepting responsibility for the broken product did cause hardship for me and my business I have finally been credited a refund and will close this case at this point.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:When the laptop was diagnosed by a local Computer Store the statement was made that no liquid issue was found and the keyboard was repaired. The unit has worked fine from that point and my request is to be reimbursed by Dell for the $I paid to have the unit repaired. Furthermore, I feel Dell has misrepresented the issue with my laptop with no intention to stand behind the workmanship of their product. I will continue to decline for as long as necessary.
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 apologized to the customer for the experience and would make sure the correct management staff was provided the informationThe representative as a goodwill gesture sent the game at no cost instead of the gift cardThe representative confirmed by tracking that the order has been deliveredWe remain available to assist the customer if neededPlease 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,
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 emailed 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 her refund was processed on March 9th and will reflect in her next billing cycle. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because:Dell's policy of only standing behind their product within days of ordering is not consumer friendlyIf their product is expected to last 100,pages, as the belt was supposed to (indicated in the description), and then it does not, they should honor a long time customers requestEither that or the description should indicate that it had to break within the daysI understood the days to basically be if you changed your mind about a purchase, not for an inferior productJust goes to show, large companies have no regard for the consumer and apparently, no one will hold them accountable
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission
Customer expressed dissatisfaction with communication and processing expectations for returns We regret any miscommunication which may have occurred and appreciate the feedback Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed Return Authorizations for the laptop and software Our records indicate full refunds have since posted to the customer’s Dell account The customer may contact our representative at *** for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submissionOur records indicate the Dell
representative; *** has authorized a replacement computer to resolve the technical problems the customer had been having with their Dell computer. The replacement computer was delivered to the customer on Monday, December 21. 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
Complaint: ***
I am rejecting this response because:This response from Mr*** is untrue. See attached letter to *** *** for details.Note: After filing a complaint with the Revdex.com, someone phoned me misrepresenting himself to be from Dell Corporate Headquarters in response to my complaint. Only after asking for his name did I recognize it to be the very Mr*** from escalated technical support who mishandled my case and who continues to misrepresent facts, and NOT someone from Dell Corporate Headquarters.Sincerely,
*** ***
Dear Revdex.com,
Our records indicate that Dell representative *** has authorized a replacement but a response is needed from the customer. Please have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and our records indicate the credits have been processed and applied to the original form of paymentWe regret any
dissatisfaction which may have been experienced and appreciate the feedback provided
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc