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
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 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
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,
*** ***
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
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAs a gesture of goodwill and in the interest of customer satisfaction our representative
processed a partial account credit for order# ***Our records show that that the credit 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 by 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: 08/19/2015 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 the keyboard and Dell systemAt this time the agent has resolved the customers technical concerns and offered to exchange out the keyboardThe customer declined this as the unit is now working properlyWe thank the customer for their time and patience during this processThe customer may also contact the representative at *** should they have any questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a twenty-one (21) day Return Period and, as the order invoiced during May, 2015, a refund would not be an option Since the date of our last response, a Dell representative contacted the customer to discuss her concerns and assist in resolving the technical issues The customer declined this assistance and requested a return for a refund which our representative denied We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that she contact our representative at *** for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I have received unsatisfactory serverI was in constant communication with them for the past months with very minimal response and commitments that were never done.Attached was a screenshot of my correspondence with their liaison officer ***Also, *** from their *** support promised a call back that never transpiredIt was even rude of *** to message after knowing that the issue has been fixed yet, when I was following it up with him, there were no replies (2nd attachment)I also received an email from someone for their company ask for a system exchange but when I replied and follow his instructions, it seems that they don't have any idea what I was talking about (3rd attachment).It caused me a lot of grief and inconvenience chasing them up.To actually see the duration of the issue here are some of the posts I've created just to get their attention (please note the time of posts and replies):***
***And, here is the original thread: ***These was all created last January (because of frustration) and I had the issue since December 2014.This is not an acceptable service for their company.I ask your humble office to assist me in getting just compensation for all of the things that happened and the kind of service that they have given.Thank you
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I followed all directions when I ran the BIOS updateInstead of admitting that the BIOS update is too risky and should have never been recommended in the first place, DELL is trying to shift the blame on to me by assuming that I disconnected the power when running the BIOS updateSure DELL is a big corporation and has plenty of resources to confront meHowever it does not absolve them from the fact that they are responsible for designing and recommending a BIOS update that is too frail and does irreversible damage to the computerBased on my service tag number, DELL knew that my system was out of warranty and perhaps their policy is to bait unwitting customers into breaking their system to boost their bottom lineI did not break my computer, DELL did so please fix it DELL.
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 correspondenceA system exchange has been processed and the customer confirms receipt; however, the customer reported some technical issuesOur representative provided technical assistance and the customer reports the issues have been resolvedWe 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 ***. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him of the terms and conditions of gift cards
***
Mr*** confirmed that he received the gift card and the issue has been resolvedWe 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 in regards to this case
Sincerely,
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
experienceThe representative *** received the complaint after a credit for return had already posted as of 9/13/The order was purchased online from the Dell Outlet but under the new system tabFeedback will be sent directly to the frontline representative that did not refer Ms*** to her packing slipHad Ms*** reviewed the packing slip or her invoice it would clearly shown “SKU JJINFO,PRE-BUILT,NEW EQUIPMENT INFO,PRE-BUILT,NEW EQUIP”Please 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
Today’s Date: 12/29/2015 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 correspondence
The customer states an order placed was canceled and a new order would not make it for ChristmasThe agent apologized for the inconvenience and offered a discount on a new orderHowever the system would not reach in time for ChristmasThe customer provided their feedback which was taken and processed by the agentDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions in the 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 representatives have attempted to follow up with the customer in with no responseThe customer’s order in question was shipped ground when the customer contacted Dell we were unable to upgrade the shipping since it had already been picked up from the carrierWe have noted the customers’ feedback and do acknowledge his dissatisfactionDell does not provide compensation for down time, time spent resolving an issue, lost businessShould 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 find that this resolution is satisfactory to me
Regards,
*** *** The computer does have some kind of problem with a little shimmering and it goes black every so often and it says that one of there drivers isn't working so what do I do about that Thank you
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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative confirmed the credit has posted back to the original mode of paymentAny further concerns the customer may have we request the customer contact the representative at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:This goes far beyond any sebjective warranty that DEll can come up withThis is about Dells' intergrity and their ability to do the correct thing after their representatives, *** *** *** ***, RENDERED MY INOPERABLEWhat about this doesn't make sense to you people? You continue to stand by your position telling me what you will do and will not do when all you had to do was to include me in the transaction not treat me as if I were some grateful dumbed down customer out here who you think will take anything that Dell dishes outIt's a sad situation and I am the one paying the price for this since June 2, 2015, and the year previous, with all the other problems with the cheapness of your products that you push on the customer as you would a cow in the fieldI am not that cowAll I ask for in the beginning was to have my repairedYour company elected, since all the problems, to send a repairman out three times, and as I said previously here, that it was the repairman you sent out that made thigs worse, in addition to Dell possibly sending out two defective, refurbished boards, which I doubt, mostly bnecause you would not have had this problem if I were allowed to work on the machineI am better than either of the two that I saw here Now I have a non-working laptop that has been removed from the equasion, and you have send these inadiquate repairmen out here to mess up a working laptopSeriosly folks, how far do you want to push this? Why don't you have someone call me at ###-###-#### to discuss this first handBy the way, both the green, not blue, laptop, and the purple with the gray bezel are in boxesI am a professionalMy integrity will not allow me to use them until this is resolvedso, do the right thing; send a repairman out here with the skin color of my choice, apply that skin to one of these 5737s I have here and be done with thisAll I want is to be included in the choiceIs that so hard to fathom? In conclusion, If I don't get resolution before I go back to school this semester, I may not be able to attendSo, I will have to make other arrangements, which includes the media, the local televisions stations and the Federal Trade Commision, in addition to the courtsHow far do you really want to push this? Regards,*** ***
Complaint: ***
I am rejecting this response because: Dell, in addition to engaging in questionable business practices, has been and continues to be unresponsive to customer complaints. However, as I do not foresee any attempt on their part to mitigate the situation, I do not foresee any benefit to continuing.
Regards,
*** ***
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
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 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
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,
*** ***
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
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsAs a gesture of goodwill and in the interest of customer satisfaction our representative
processed a partial account credit for order# ***Our records show that that the credit 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 by 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: 08/19/2015 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 the keyboard and Dell systemAt this time the agent has resolved the customers technical concerns and offered to exchange out the keyboardThe customer declined this as the unit is now working properlyWe thank the customer for their time and patience during this processThe customer may also contact the representative at *** should they have any questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a twenty-one (21) day Return Period and, as the order invoiced during May, 2015, a refund would not be an option Since the date of our last response, a Dell representative contacted the customer to discuss her concerns and assist in resolving the technical issues The customer declined this assistance and requested a return for a refund which our representative denied We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that she contact our representative at *** for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I have received unsatisfactory serverI was in constant communication with them for the past months with very minimal response and commitments that were never done.Attached was a screenshot of my correspondence with their liaison officer ***Also, *** from their *** support promised a call back that never transpiredIt was even rude of *** to message after knowing that the issue has been fixed yet, when I was following it up with him, there were no replies (2nd attachment)I also received an email from someone for their company ask for a system exchange but when I replied and follow his instructions, it seems that they don't have any idea what I was talking about (3rd attachment).It caused me a lot of grief and inconvenience chasing them up.To actually see the duration of the issue here are some of the posts I've created just to get their attention (please note the time of posts and replies):***
***And, here is the original thread: ***These was all created last January (because of frustration) and I had the issue since December 2014.This is not an acceptable service for their company.I ask your humble office to assist me in getting just compensation for all of the things that happened and the kind of service that they have given.Thank you
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I followed all directions when I ran the BIOS updateInstead of admitting that the BIOS update is too risky and should have never been recommended in the first place, DELL is trying to shift the blame on to me by assuming that I disconnected the power when running the BIOS updateSure DELL is a big corporation and has plenty of resources to confront meHowever it does not absolve them from the fact that they are responsible for designing and recommending a BIOS update that is too frail and does irreversible damage to the computerBased on my service tag number, DELL knew that my system was out of warranty and perhaps their policy is to bait unwitting customers into breaking their system to boost their bottom lineI did not break my computer, DELL did so please fix it DELL.
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 correspondenceA system exchange has been processed and the customer confirms receipt; however, the customer reported some technical issuesOur representative provided technical assistance and the customer reports the issues have been resolvedWe 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 ***. Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him of the terms and conditions of gift cards
***
Mr*** confirmed that he received the gift card and the issue has been resolvedWe 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 in regards to this case
Sincerely,
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
experienceThe representative *** received the complaint after a credit for return had already posted as of 9/13/The order was purchased online from the Dell Outlet but under the new system tabFeedback will be sent directly to the frontline representative that did not refer Ms*** to her packing slipHad Ms*** reviewed the packing slip or her invoice it would clearly shown “SKU JJINFO,PRE-BUILT,NEW EQUIPMENT INFO,PRE-BUILT,NEW EQUIP”Please 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
Today’s Date: 12/29/2015 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 correspondence
The customer states an order placed was canceled and a new order would not make it for ChristmasThe agent apologized for the inconvenience and offered a discount on a new orderHowever the system would not reach in time for ChristmasThe customer provided their feedback which was taken and processed by the agentDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions in the 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 representatives have attempted to follow up with the customer in with no responseThe customer’s order in question was shipped ground when the customer contacted Dell we were unable to upgrade the shipping since it had already been picked up from the carrierWe have noted the customers’ feedback and do acknowledge his dissatisfactionDell does not provide compensation for down time, time spent resolving an issue, lost businessShould 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 find that this resolution is satisfactory to me
Regards,
*** *** The computer does have some kind of problem with a little shimmering and it goes black every so often and it says that one of there drivers isn't working so what do I do about that Thank you
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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative confirmed the credit has posted back to the original mode of paymentAny further concerns the customer may have we request the customer contact the representative at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:This goes far beyond any sebjective warranty that DEll can come up withThis is about Dells' intergrity and their ability to do the correct thing after their representatives, *** *** *** ***, RENDERED MY INOPERABLEWhat about this doesn't make sense to you people? You continue to stand by your position telling me what you will do and will not do when all you had to do was to include me in the transaction not treat me as if I were some grateful dumbed down customer out here who you think will take anything that Dell dishes outIt's a sad situation and I am the one paying the price for this since June 2, 2015, and the year previous, with all the other problems with the cheapness of your products that you push on the customer as you would a cow in the fieldI am not that cowAll I ask for in the beginning was to have my repairedYour company elected, since all the problems, to send a repairman out three times, and as I said previously here, that it was the repairman you sent out that made thigs worse, in addition to Dell possibly sending out two defective, refurbished boards, which I doubt, mostly bnecause you would not have had this problem if I were allowed to work on the machineI am better than either of the two that I saw here Now I have a non-working laptop that has been removed from the equasion, and you have send these inadiquate repairmen out here to mess up a working laptopSeriosly folks, how far do you want to push this? Why don't you have someone call me at ###-###-#### to discuss this first handBy the way, both the green, not blue, laptop, and the purple with the gray bezel are in boxesI am a professionalMy integrity will not allow me to use them until this is resolvedso, do the right thing; send a repairman out here with the skin color of my choice, apply that skin to one of these 5737s I have here and be done with thisAll I want is to be included in the choiceIs that so hard to fathom? In conclusion, If I don't get resolution before I go back to school this semester, I may not be able to attendSo, I will have to make other arrangements, which includes the media, the local televisions stations and the Federal Trade Commision, in addition to the courtsHow far do you really want to push this? Regards,*** ***
Complaint: ***
I am rejecting this response because: Dell, in addition to engaging in questionable business practices, has been and continues to be unresponsive to customer complaints. However, as I do not foresee any attempt on their part to mitigate the situation, I do not foresee any benefit to continuing.
Regards,
*** ***