Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a promotional gift card We regret any miscommunication which may have occurred and appreciate the feedback
Dell offers many promotions however not all $computers may be eligible for a $promo gift card as the customer suggests Our records indicate the customer was given a discount however there is no indication that the customer’s order was eligible for a gift card promotion Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by phone and e-mail to discuss his concerns To date, the customer has not responded to our representative’s follow up contact attempts If the customer has documentation from Dell indicating he is eligible for a Dell gift card promotion, or would like to discuss this matter, we ask that he contact our representative at ***@Dell.com with any further questions regarding this matter.Sincerely,Executive Support TeamIncident 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 worked with our account verification team to resolve this matterOur records show
that the order# *** was delivered to Mr*** on March 9th, under Pilot Shipment# ***As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account credit, which was posted to the original form of payment on March 30th, Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience Our 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
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; *** addressed Mr***’s concerns regarding the support he had received from Dell. *** had explained the customer’s system warranty had expired 11/24/2016, so any service or support the customer may request now and going forward, would require an out-of-warranty service fee. The customer had been offered to purchase an extended one year warranty for his system or he could pay for one support incident; the customer chose and agreed to pay $for one fix. Our records go on further to show that the Dell technician took remote access of Mr***’s computer (with the customer’s permission) to resolve the software issue he was having with his operating system. During this repair process the technician stopped the Dell updates (which the customer had reported as the cause of his system problems) from Dell’s support assist, and instead downloaded and installed the Windows Updates. At the end of the call, documentation indicates the customer had confirmed the system was now working as designed. The customer will continue to receive critical Windows Updates. If the customer decides he wants the Dell updates reinstalled, he may go to our support website, enter his service tag number and reload the Dell updates. That being said, the system is fine without the Dell updates being installed and Mr***’s system is not at any security risk. Just to be clear Microsoft Windows Updates cannot be disabled. Dell provided a service for which the customer has paid. In the interest of customer satisfaction, *** made certain the customer received a discount off the $he had paid Dell for the technical support. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has informed the customer his hard drive was missing due to the fact the customer requested it returned to him before repairs were completed for needed files and a replacement cable has been sent to him. 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
Today’s Date: 07/28/2015 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 correspondenceThe
customer states continued technical concerns with their systemAt this time the customer has informed the agent that they have received a refund from the retail outlet from which the system was purchasedWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they have any additional questions or concerns on the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a zero interest promotion We regret any miscommunication which may have occurred and appreciate the feedback
Our records indicate there was not a month zero interest promotion for the customer’s computer purchase at the time he financed the computer with Dell Financial Services (DFS) and was provided month zero interest financing, the promotion at the time of his purchase Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative verified with DFS that there was no month promotion at the time of purchase and that the customer’s financing contract cannot be altered For customer satisfaction reasons, the customer was offered a $refund toward the current interest charges which the customer declined Dell will not be offering any other concessions in this matter Should the customer reconsider and want to accept the $refund offer, we ask that he contact our representative within ten days from this response at [email protected] for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 09/10/2015 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 they ordered several monitors and the order was canceled without consentAt this time the agent apologized and advised the customer the stock of said monitor was sold out prior to the order being processedThe agent checked to see if Dell could place the order again and the model is no longer being offeredThe agent apologized and offered the customer a discount on another monitorThe customer respectfully declinedWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they have 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 complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission A Dell representative, *** has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has setup an exchange for the customer and they have received the replacement computer. 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 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 customerThe customers warranty expired on 1/31/A refurbished exchange has been offered as a goodwill gesture please understand if the order was still in warranty the same resolution would be offeredThis offered is valid for daysWe ask that the customer follow up with the representative if he chooses to accept the offerAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterOur representative remains available to discuss this matter however there will be no change in the resolution offeredThe representative can be reached directly by email at ***@Dell.comSincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because:Their records show a refund but doesn't show where it went toHow can they refund more to the card than it was originally worth? Why wouldn't I bother to spend it if its been refunded? The gift card expired over a month ago with a balance of $My credit card was never negatively impacted but the gift card was never refundedIf it was refunded than I want to know the card number so I can use itBecause the promotional gift card number I had originally received expired with a zero balanceZeroThey should have given me a replacement card since they obviously can't refund a gift card.Dell would rather lose a customer forever than refund meI am still in contact with the original agent who was handling my caseHe's still promising me a refund however Advanced Resolutions refuses to do their jobHere is a copy of the email I received yesterdayI can forward this to anyone interestedI've been getting this same runaround for monthsI bring my case to the Revdex.com and Advanced Resolutions would rather argue with me than make it rightThey're treating me like a scam artist over an $gift card that is really costing them a saleI returned an item, never got refunded so I can't buy another item that hopefully isn't falsely advertisedStill to this day the item I bought is listed as having capabilities it simply does notThey lost a sale and would rather lose all future business from me than make a saleI want what's right, if I had already gotten a refund I would have spent itI'm not going away until they honor their own policies. *** *** ***Mar (day ago)tome Hello ***,Thank you for your response.This is with reference to your Service Request Number ***.I would like to apologize for the delayed response on this issue, we are facing some huge volumes due to which there is a delay.I have documented the request and have escalated the issue to our gift card team, please allow me some more time so that I can get this resolved for you, regret for the inconvenience caused to you due to the delay in processing this request.If there is anything else that we may help you with the please contact us at ###-###-#### and we would be glad to assist you.Your satisfaction is very important to us. Thank you for choosing Dell.Thanks & Regards,*** *** ***Case Specialist.North America Consumer Care - Making it easier to do business at Dell
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 submission Our records
indicate Dell representative; *** has been working with *** ***, who states they are Assistant to Attorney *** ***; Dell’s customer. ***, in the interest of customer satisfaction, has authorized a return of the customer’s Dell Inspiron computer for a full refund to the customer’s original form of payment. The refund was completed in two credits; Order# *** for $and Order# *** for $for a full total amount of $540.17. *** has asked Mr*** to confirm with his employer the funds have been received and the case is considered resolved. Mr*** says he has been waiting for confirmation from the Office Manager. 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. Please have the customer contact our representative directly by email at ***@Dell.com if they should need further assistance in this matter. Dell will be happy to re-open the case and address the matter with our customer at that time. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell promotion We regret any dissatisfaction he may have experienced and appreciate the feedback
provided The recent promotions generated a tremendous volume of customers Given that problems do happen on occasions such as during extreme volume of customers on Dell’s site, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on hand Since the date of the submission, a Dell representative contacted the customer to advise that we would not be able to provide the TV at the promotional price as the promotion ended when stock for the promotion was depleted We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedSincerely, Advanced Resolution Group Incident ID#***
Complaint: ***
I am rejecting this response because: I have emailed him back, and tried to call him, I have missed his call but I have called him back.I did get a used computeras of right now it's working goodI waiting for a return box and label to send the other computer back
Regards,
*** ***
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 explained the terms of sale, limited hardware warranty, and return policy
***
***
***
In the interest of customer satisfaction, our representative processed an onsite service, which was completed on June 13, Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via 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,Thank you for providing a copy of the customer’s submission Ms*** expressed dissatisfaction with Dell service and support and wants her computer repaired or replaced We regret any dissatisfaction she may have experienced and appreciate the feedback
provided Since the date of the submission, a Dell representative contacted Ms*** to discuss her concerns and provide assistance Our representative, for customer satisfaction reasons, has initiated a service dispatch to process a new system exchange to replace the original computer with a new computer Our representative will remain engaged during this process until the replacement computer has been received by Ms*** and we ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***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,
Benjamin C***
Complaint: ***
I am rejecting this response because: the retailer will not accept it since Dell has already taken it back and fixed it once. Once Dell assumed responsibility for the item the retailer no longer will stand behind it. Also, Dell told me both verbally and in the email they would return it for a refund. If that was a mistake it is not my responsibility to find a resolution. They need to stand behind their word and forward me the "way bill" and proceed with a refund. What they do internally is not my concern, but they must stand behind what their representative put in writing.
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative processed a replacement unitOur records show that the
replacement order# *** was delivered to Mr*** on June 23, under FedEx tracking# ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policies. Our 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 the representative requested a new gift card be issued with the $with a new expiration dateThe representative will confirm receipt with the customerThe representative can be reached by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a promotional gift card We regret any miscommunication which may have occurred and appreciate the feedback
Dell offers many promotions however not all $computers may be eligible for a $promo gift card as the customer suggests Our records indicate the customer was given a discount however there is no indication that the customer’s order was eligible for a gift card promotion Since the date of the submission, a Dell representative has attempted multiple times to contact the customer by phone and e-mail to discuss his concerns To date, the customer has not responded to our representative’s follow up contact attempts If the customer has documentation from Dell indicating he is eligible for a Dell gift card promotion, or would like to discuss this matter, we ask that he contact our representative at ***@Dell.com with any further questions regarding this matter.Sincerely,Executive Support TeamIncident 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 worked with our account verification team to resolve this matterOur records show
that the order# *** was delivered to Mr*** on March 9th, under Pilot Shipment# ***As a onetime gesture of goodwill and in the interest of customer satisfaction, our representative processed a partial account credit, which was posted to the original form of payment on March 30th, Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience Our 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
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; *** addressed Mr***’s concerns regarding the support he had received from Dell. *** had explained the customer’s system warranty had expired 11/24/2016, so any service or support the customer may request now and going forward, would require an out-of-warranty service fee. The customer had been offered to purchase an extended one year warranty for his system or he could pay for one support incident; the customer chose and agreed to pay $for one fix. Our records go on further to show that the Dell technician took remote access of Mr***’s computer (with the customer’s permission) to resolve the software issue he was having with his operating system. During this repair process the technician stopped the Dell updates (which the customer had reported as the cause of his system problems) from Dell’s support assist, and instead downloaded and installed the Windows Updates. At the end of the call, documentation indicates the customer had confirmed the system was now working as designed. The customer will continue to receive critical Windows Updates. If the customer decides he wants the Dell updates reinstalled, he may go to our support website, enter his service tag number and reload the Dell updates. That being said, the system is fine without the Dell updates being installed and Mr***’s system is not at any security risk. Just to be clear Microsoft Windows Updates cannot be disabled. Dell provided a service for which the customer has paid. In the interest of customer satisfaction, *** made certain the customer received a discount off the $he had paid Dell for the technical support. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has informed the customer his hard drive was missing due to the fact the customer requested it returned to him before repairs were completed for needed files and a replacement cable has been sent to him. 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
Today’s Date: 07/28/2015 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 correspondenceThe
customer states continued technical concerns with their systemAt this time the customer has informed the agent that they have received a refund from the retail outlet from which the system was purchasedWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they have any additional questions or concerns on the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a zero interest promotion We regret any miscommunication which may have occurred and appreciate the feedback
Our records indicate there was not a month zero interest promotion for the customer’s computer purchase at the time he financed the computer with Dell Financial Services (DFS) and was provided month zero interest financing, the promotion at the time of his purchase Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative verified with DFS that there was no month promotion at the time of purchase and that the customer’s financing contract cannot be altered For customer satisfaction reasons, the customer was offered a $refund toward the current interest charges which the customer declined Dell will not be offering any other concessions in this matter Should the customer reconsider and want to accept the $refund offer, we ask that he contact our representative within ten days from this response at [email protected] for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 09/10/2015 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 they ordered several monitors and the order was canceled without consentAt this time the agent apologized and advised the customer the stock of said monitor was sold out prior to the order being processedThe agent checked to see if Dell could place the order again and the model is no longer being offeredThe agent apologized and offered the customer a discount on another monitorThe customer respectfully declinedWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they have 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 complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission A Dell representative, *** has recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has setup an exchange for the customer and they have received the replacement computer. 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 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 customerThe customers warranty expired on 1/31/A refurbished exchange has been offered as a goodwill gesture please understand if the order was still in warranty the same resolution would be offeredThis offered is valid for daysWe ask that the customer follow up with the representative if he chooses to accept the offerAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterOur representative remains available to discuss this matter however there will be no change in the resolution offeredThe representative can be reached directly by email at ***@Dell.comSincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because:Their records show a refund but doesn't show where it went toHow can they refund more to the card than it was originally worth? Why wouldn't I bother to spend it if its been refunded? The gift card expired over a month ago with a balance of $My credit card was never negatively impacted but the gift card was never refundedIf it was refunded than I want to know the card number so I can use itBecause the promotional gift card number I had originally received expired with a zero balanceZeroThey should have given me a replacement card since they obviously can't refund a gift card.Dell would rather lose a customer forever than refund meI am still in contact with the original agent who was handling my caseHe's still promising me a refund however Advanced Resolutions refuses to do their jobHere is a copy of the email I received yesterdayI can forward this to anyone interestedI've been getting this same runaround for monthsI bring my case to the Revdex.com and Advanced Resolutions would rather argue with me than make it rightThey're treating me like a scam artist over an $gift card that is really costing them a saleI returned an item, never got refunded so I can't buy another item that hopefully isn't falsely advertisedStill to this day the item I bought is listed as having capabilities it simply does notThey lost a sale and would rather lose all future business from me than make a saleI want what's right, if I had already gotten a refund I would have spent itI'm not going away until they honor their own policies. *** *** ***Mar (day ago)tome Hello ***,Thank you for your response.This is with reference to your Service Request Number ***.I would like to apologize for the delayed response on this issue, we are facing some huge volumes due to which there is a delay.I have documented the request and have escalated the issue to our gift card team, please allow me some more time so that I can get this resolved for you, regret for the inconvenience caused to you due to the delay in processing this request.If there is anything else that we may help you with the please contact us at ###-###-#### and we would be glad to assist you.Your satisfaction is very important to us. Thank you for choosing Dell.Thanks & Regards,*** *** ***Case Specialist.North America Consumer Care - Making it easier to do business at Dell
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 submission Our records
indicate Dell representative; *** has been working with *** ***, who states they are Assistant to Attorney *** ***; Dell’s customer. ***, in the interest of customer satisfaction, has authorized a return of the customer’s Dell Inspiron computer for a full refund to the customer’s original form of payment. The refund was completed in two credits; Order# *** for $and Order# *** for $for a full total amount of $540.17. *** has asked Mr*** to confirm with his employer the funds have been received and the case is considered resolved. Mr*** says he has been waiting for confirmation from the Office Manager. 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. Please have the customer contact our representative directly by email at ***@Dell.com if they should need further assistance in this matter. Dell will be happy to re-open the case and address the matter with our customer at that time. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell promotion We regret any dissatisfaction he may have experienced and appreciate the feedback
provided The recent promotions generated a tremendous volume of customers Given that problems do happen on occasions such as during extreme volume of customers on Dell’s site, our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on hand Since the date of the submission, a Dell representative contacted the customer to advise that we would not be able to provide the TV at the promotional price as the promotion ended when stock for the promotion was depleted We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedSincerely, Advanced Resolution Group Incident ID#***
Complaint: ***
I am rejecting this response because: I have emailed him back, and tried to call him, I have missed his call but I have called him back.I did get a used computeras of right now it's working goodI waiting for a return box and label to send the other computer back
Regards,
*** ***
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 explained the terms of sale, limited hardware warranty, and return policy
***
***
***
In the interest of customer satisfaction, our representative processed an onsite service, which was completed on June 13, Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via 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,Thank you for providing a copy of the customer’s submission Ms*** expressed dissatisfaction with Dell service and support and wants her computer repaired or replaced We regret any dissatisfaction she may have experienced and appreciate the feedback
provided Since the date of the submission, a Dell representative contacted Ms*** to discuss her concerns and provide assistance Our representative, for customer satisfaction reasons, has initiated a service dispatch to process a new system exchange to replace the original computer with a new computer Our representative will remain engaged during this process until the replacement computer has been received by Ms*** and we ask that she contact our representative at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***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,
Benjamin C***
Complaint: ***
I am rejecting this response because: the retailer will not accept it since Dell has already taken it back and fixed it once. Once Dell assumed responsibility for the item the retailer no longer will stand behind it. Also, Dell told me both verbally and in the email they would return it for a refund. If that was a mistake it is not my responsibility to find a resolution. They need to stand behind their word and forward me the "way bill" and proceed with a refund. What they do internally is not my concern, but they must stand behind what their representative put in writing.
Regards,
*** ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative processed a replacement unitOur records show that the
replacement order# *** was delivered to Mr*** on June 23, under FedEx tracking# ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policies. Our 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 the representative requested a new gift card be issued with the $with a new expiration dateThe representative will confirm receipt with the customerThe representative can be reached by email at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc