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 submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative, ***, contacted the customer a credit return was authorized. Dell representative followed up and confirmed credit has posted. We remain available to assist the customer if needed and we ask that he contact the representative by email at ***_***@Dell.com
Sincerely
Advanced Resolution Group
Incident
***
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 explained the terms of sale and the limited hardware warrantyAs a gesture of
goodwill and in the interest of customer satisfaction, our representative processed a product returnOur records show that the credit for order# *** has been posted to the original form of paymentOur representative also followto confirm resolutionWe 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
Today’s Date: 11/13/2015 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 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants his computer repaired We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative attempted to contact Mr*** by telephone and e-mail to discuss his concerns however, to date; there has been no response to the representative’s contact attempts Should Mr*** still need assistance, we ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter, or he may contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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,
*** **
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,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and advised him the gift card has been processed, however; Mr*** is not a member of the Dell Advantage Program and not
eligibleMr*** has, also, not responded to multiple contact attemptsWe regret any dissatisfaction Mr*** may have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** * ***Dell representative, ***, is working with the customer to achieve an amicable resolution for their concernsAs per the terms of the
Limited Hardware Warranty, an onsite service has been issuedShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at ***_***_***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer packing slip also shows how the student discount was applied towards the system to offset the price of the TVIn order for Dell to invoice an order it has to show a dollar amount or if the customer were to return the system her credit would have been less than the Tv if for some reason a customer were to keep part of an orderThis would have also been in the disclaimer when she selected the items onlineHer packing slip will also explain this” Student Offer Discount Details, $off PC with remaining discount taken off the electronics item” Dell has closed this complaintAdvanced Resolution Group Incident *** 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
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 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,
*** ***
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,
*** ***
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,
*** ***
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 Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative
processed a partial account credit for order# ***Our records show that the credit has been processed to the original form of paymentOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationThe representative explained we show the order has been cancelled so the hold was removed from the accountThe representative requested that the
customer provide him with a copy of the bank statement showing the charge to research it furtherThe representative followed up with the customer several times with no responsePlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matterSincerely Advanced Resolution Group Incident *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although I am still very disheartened by this whole ordeal, I accept that is is closed I am still in awe of the fact that I only received assistance AFTER the Revdex.com sent Dell complaint I am still never purchasing another Dell product, and will tell everyone and anyone about this ordeal I was going to attach a screen print of the emails and 30+ phone calls that I had to deal with since May 13th I still do not give any credit to Dell for getting to where I am now The technician that came to my home (John) had to come from Reading PA (Over an hour away) from Unisys to fix my system because the local tech only had person available Im glad he was the person who did...he was very good.I do thank the Revdex.com for the assistance -- I believe I'd still be going back and forth if not for your help. ***
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 communicated to the customer since the order had been cancelled, no funds were actually charged on the credit card. At point of sale Dell will acquire a promise to pay authorization from the credit card bank, but until an order has processed and shipped, only then will the card be charged. That being said, as long as the authorization is valid, the allotted funds will not be available to the card holder until the authorization expires. *** had suggested the customer contact his bank to remove the authorization to buy, in an effort to speed up the process. Dell representative *** ***, while reviewing this case, took the opportunity to call and confirm with the customer the authorization has been removed and the funds released. During this phone call, Mr*** shared his experience, but also provided *** with some constructive suggestions regarding the online purchasing process that he believed would be of benefit not only to Dell but to our customers; we truly appreciate this input. In conclusion, we apologize for any frustration or disappointment this transaction may have been for our customer. We appreciate the customer and the Revdex.com for bringing the matter to our attention. 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: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
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 submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative, ***, contacted the customer a credit return was authorized. Dell representative followed up and confirmed credit has posted. We remain available to assist the customer if needed and we ask that he contact the representative by email at ***_***@Dell.com
Sincerely
Advanced Resolution Group
Incident
***
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 explained the terms of sale and the limited hardware warrantyAs a gesture of
goodwill and in the interest of customer satisfaction, our representative processed a product returnOur records show that the credit for order# *** has been posted to the original form of paymentOur representative also followto confirm resolutionWe 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
Today’s Date: 11/13/2015 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 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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants his computer repaired We regret any dissatisfaction he may have experienced and appreciate the feedback provided
Since the date of the submission, a Dell representative attempted to contact Mr*** by telephone and e-mail to discuss his concerns however, to date; there has been no response to the representative’s contact attempts Should Mr*** still need assistance, we ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter, or he may contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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,
*** **
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,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and advised him the gift card has been processed, however; Mr*** is not a member of the Dell Advantage Program and not
eligibleMr*** has, also, not responded to multiple contact attemptsWe regret any dissatisfaction Mr*** may have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** * ***Dell representative, ***, is working with the customer to achieve an amicable resolution for their concernsAs per the terms of the
Limited Hardware Warranty, an onsite service has been issuedShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at ***_***_***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionThe customer packing slip also shows how the student discount was applied towards the system to offset the price of the TVIn order for Dell to invoice an order it has to show a dollar amount or if the customer were to return the system her credit would have been less than the Tv if for some reason a customer were to keep part of an orderThis would have also been in the disclaimer when she selected the items onlineHer packing slip will also explain this” Student Offer Discount Details, $off PC with remaining discount taken off the electronics item” Dell has closed this complaintAdvanced Resolution Group Incident *** 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
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 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,
*** ***
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,
*** ***
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,
*** ***
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 Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative
processed a partial account credit for order# ***Our records show that the credit has been processed to the original form of paymentOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** has been in contact with the customer in regards to this situationThe representative explained we show the order has been cancelled so the hold was removed from the accountThe representative requested that the
customer provide him with a copy of the bank statement showing the charge to research it furtherThe representative followed up with the customer several times with no responsePlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matterSincerely Advanced Resolution Group Incident *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although I am still very disheartened by this whole ordeal, I accept that is is closed I am still in awe of the fact that I only received assistance AFTER the Revdex.com sent Dell complaint I am still never purchasing another Dell product, and will tell everyone and anyone about this ordeal I was going to attach a screen print of the emails and 30+ phone calls that I had to deal with since May 13th I still do not give any credit to Dell for getting to where I am now The technician that came to my home (John) had to come from Reading PA (Over an hour away) from Unisys to fix my system because the local tech only had person available Im glad he was the person who did...he was very good.I do thank the Revdex.com for the assistance -- I believe I'd still be going back and forth if not for your help. ***
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 communicated to the customer since the order had been cancelled, no funds were actually charged on the credit card. At point of sale Dell will acquire a promise to pay authorization from the credit card bank, but until an order has processed and shipped, only then will the card be charged. That being said, as long as the authorization is valid, the allotted funds will not be available to the card holder until the authorization expires. *** had suggested the customer contact his bank to remove the authorization to buy, in an effort to speed up the process. Dell representative *** ***, while reviewing this case, took the opportunity to call and confirm with the customer the authorization has been removed and the funds released. During this phone call, Mr*** shared his experience, but also provided *** with some constructive suggestions regarding the online purchasing process that he believed would be of benefit not only to Dell but to our customers; we truly appreciate this input. In conclusion, we apologize for any frustration or disappointment this transaction may have been for our customer. We appreciate the customer and the Revdex.com for bringing the matter to our attention. 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: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,
*** ***