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: 08/28/2015 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 correspondenceAt
this time the agent is processing a system exchangeWe thank the customer for their time and patience during this processThe customer may also contact the representative at *** . Sincerely, Executive Support TeamIncident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because: it is inaccurate in several regards.I was provided with a warranty exchange, however it is also defective (the top lid arrived damaged and the top ~1/of the display is constantly black, even after a full OS reinstall)See attached image.At this point, if Dell is unable to provide me with a properly working laptop under the terms of their warranty, I hereby request that I be allowed to return it for a refund as provided for under pertinent Texas law (the TX Deceptive Trade Practices Act)
Regards,
*** ***
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
Complaint: ***
I am rejecting this response because: The unit I have received is defective! I was told that the unit I would receive is (certified refurbished) which means it passed a certification process by professionals! But there is screen defect (screen touch working on its own - phantom touch defect) and there is very obvious red color shifting when slightly changing the viewing angleThe battery on the other hand seem to be loosing 7.7% of original capacity!
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
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 processed a credit for the customer and the credit will be
applied to the original form of paymentWe 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
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell product, service and support and wants a refundWe 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 Sale and the Return PolicyHowever, in the interest of customer satisfaction, our representative processed a return for order number ***Our records indicate that the credit has been posted to the original form of paymentThey should see this reflected on their next monthly billing statementOur representative also followto confirm resolutionShould 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
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
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,
*** **
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: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,
*** ***
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
Today’s Date: 03/31/2016 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 correspondenceWe
thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . 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 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. *** is having the finance team contact the customer for a conference call to the customer’s bank to have his last refund completed. 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, I am writing on behalf of Dell in response to your Revdex.com RebuttalWe appreciate your taking the time to bring this matter to our attentionThe representative has reached out to the customer offering to authorize a return on the ordersAt this time we are waiting for the customer to respond with her decisionThe representative will remain her point of contact if the customer will please update the representative he will moved forward with processing the returns and provide a return prepaid shipping labelsThe representative maybe reached by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:
I have tried to reach out to the Dell Rep multiple times with no response. The last time Dell tried to contact me was Dec 9th (days ago). As per my original complaint, Dell provided a bait and switch. I assert the bundle was never available at the listed price as they redirected you to a more expensive bundle as soon as the deal was to become available. Also for at least minutes after the deal was supposedly sold out they still had it advertised as in stock at the full price. ***
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: 08/28/2015 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 correspondenceAt
this time the agent is processing a system exchangeWe thank the customer for their time and patience during this processThe customer may also contact the representative at *** . Sincerely, Executive Support TeamIncident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because: it is inaccurate in several regards.I was provided with a warranty exchange, however it is also defective (the top lid arrived damaged and the top ~1/of the display is constantly black, even after a full OS reinstall)See attached image.At this point, if Dell is unable to provide me with a properly working laptop under the terms of their warranty, I hereby request that I be allowed to return it for a refund as provided for under pertinent Texas law (the TX Deceptive Trade Practices Act)
Regards,
*** ***
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
Complaint: ***
I am rejecting this response because: The unit I have received is defective! I was told that the unit I would receive is (certified refurbished) which means it passed a certification process by professionals! But there is screen defect (screen touch working on its own - phantom touch defect) and there is very obvious red color shifting when slightly changing the viewing angleThe battery on the other hand seem to be loosing 7.7% of original capacity!
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
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 processed a credit for the customer and the credit will be
applied to the original form of paymentWe 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
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell product, service and support and wants a refundWe 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 Sale and the Return PolicyHowever, in the interest of customer satisfaction, our representative processed a return for order number ***Our records indicate that the credit has been posted to the original form of paymentThey should see this reflected on their next monthly billing statementOur representative also followto confirm resolutionShould 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
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
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,
*** **
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: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,
*** ***
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
Today’s Date: 03/31/2016 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 correspondenceWe
thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . 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 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. *** is having the finance team contact the customer for a conference call to the customer’s bank to have his last refund completed. 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, I am writing on behalf of Dell in response to your Revdex.com RebuttalWe appreciate your taking the time to bring this matter to our attentionThe representative has reached out to the customer offering to authorize a return on the ordersAt this time we are waiting for the customer to respond with her decisionThe representative will remain her point of contact if the customer will please update the representative he will moved forward with processing the returns and provide a return prepaid shipping labelsThe representative maybe reached by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
A Dell representative remains engaged with the customer to address these issues however a final resolution has yet to be reached
Complaint: ***
I am rejecting this response because:
I have tried to reach out to the Dell Rep multiple times with no response. The last time Dell tried to contact me was Dec 9th (days ago). As per my original complaint, Dell provided a bait and switch. I assert the bundle was never available at the listed price as they redirected you to a more expensive bundle as soon as the deal was to become available. Also for at least minutes after the deal was supposedly sold out they still had it advertised as in stock at the full price. ***