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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, our representative processed a credit for
order# ***Our records show that the credit has been posted to the original form of payment, which should reflect on her next billing statementOur 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 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
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 replacement unitOur records show that the replacement order# *** was delivered to Mr*** on August 10, under FedEx Tracking# ***The 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 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 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 provided the customer a refunded gift card. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because:Dell has made no effort to actually resolve anything. The person that I talked to at Dell before contacting the Revdex.com is the same person that responded to this complaint. I find it interesting that the Dell response said " Our representative respectfully denied the customer’s request for free replacement of the Microsoft Office product keyOur representative explained that the customer is responsible for maintaining the product key and Dell does not retain a backup copy and advised the customer to contact Microsoft." The Dell representative was not very respectful at all. She kept talking over me and didn't want to hear anything that I had to say. The problem is that Dell never sent the activation keys in the first place - it is not a request for a free replacement of the Microsoft Office product keys - it is a request for the original Microsoft Office product keys. I had informed Dell when I purchased the tablets that the tablets were for my granddaughters for Christmas. I ordered the tablet on Oct27, and the boxes weren't even opened until Dec25, I was informed by Dell that this wouldn't be a problem - everything would still be coveredDell keeps insisting that since I didn't notify them within days, there is nothing that they can doDell does not accept any responsibility for not sending the product keys in the first place. Regards,*** *** Tuesday, May 12,
*** ***
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 offered to setup onsite or return to depot service for the customer’s computer, should the customer accept. 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
Complaint: ***
I am rejecting this response because this Dell representative is the same one who has been unable to resolve the matter, and still cannot tell me when my money will be refundedAnd as of today, I have not received my money
Regards,
*** ***
A Dell representative remains engaged with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at ***@Dell.com for any further assistance they may need regarding this matter
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
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, Thank you for the opportunity to address the correspondence submitted by *** ***Our repair depot examined the system and, due to the physical damage and liquid spillage, determined the system could not be repairedThe customer was notified the system would be
returned unrepairedAs a one-time good-will gesture, the customer was credited for the shipping charges and our records indicate it has been applied to the original form of paymentA discount was offered on a system replacement, however; the customer declinedWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident 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 the matter. In
the interest of customer satisfaction, our representative processed product returnsOur records show that all the necessary credits have been posted 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 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, I am writing on behalf of Dell Incin response to the
complaint filed with your office by the customer, *** ** ***. Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; *** has been instrumental in assisting the customer with receiving his 65” Samsung TV order. The TV was quite popular which unfortunately caused a backlog for the vendor. We are very glad the vendor was able to ship the TV now and our customer has confirmed receipt on February 1, 2016. We certainly do apologize for any inconvenience or frustration this matter may have caused the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because: I was not offered anything for freeI was told the supply was exhausted and that was why I didn't receive itI told them I would like what I ordered and he told me that won't be happeningHe then asked me if I'd like to place an order and we could discuss a discountI said if I can order the game and controller and receive them for free then I'd be happy toHe said again, that won't be happeningNot once was a free controller offeredThe only thing that was stated during the call was that supply was exhausted and I wouldn't be receiving anything extraA few minutes after hanging up with the gentleman, I received an email saying sorry for the problem with my Dell computer (which makes no sense since this doesn't involve a computer) and how they were sorry they couldn't resolve my issue and how highly they regard customer service I can say without a doubt, this is the worst customer service and online ordering I have ever dealt with and I order online frequentlyI would still like what I ordered when the order was placed.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
TheyI did not fix the problems I confirmed last night I am still having the exact same issuesSpeakers crackling and the acoustic echo cancellation is not functioning
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
There shouldn't be any "one time gesture of Goodwill" involved hereI had to jump through many hurdles to prove my warranty was, in fact, still valid until November of 2017, which I was able to do in the endDell simply honored the warranty in the end and repaired the machineThe technician they sent was absolutely thorough and professional and it was a pleasure to have him work on my machine, but Dell's customer support was absolutely awful throughout the whole ordeal, demanding a receipt and offering no compromisesIt wasn't until I mentioned that I had many witnesses that could testify in court when I bought the machine that they were willing to compromise with MY suggestion of having the GameStop manager that sold me the machine write in a GameStop letterhead when I bought the machine as a substitute for the receiptIn the end GameStop was able to print out a historical receipt which I promptly emailed to the Dell representativeMy machine had most of the parts replaced and I sincerely hope this fixes the problem but as Dell is tight lipped about the actual cause in the first place, I can only hope the new parts don't fail after my warranty, which was not renewed despite the change of parts, expires at the end of November So no, I don't accept this response after the horrible treatment I received from Dell customer support representatives
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell in response to the rebuttal filed with your office by the customer, *** ***. Our records indicate, the customer has chosen to wait on the order. While it is certainly his prerogative, Dell wants the customer to understand, there is no guarantee the order will ship. This is one reason why Dell has a disclaimer on our website which informs potential customers, prices and promotions are subject to change without notice. Obviously, Dell has an interest in the order shipping, too, so we do hope the manufacturer has stock soon. If the order is canceled, either by Dell or Mr***, the customer will have his funds released. The current estimated ship date from the manufacturer is 11/07/2017. Dell representative; *** has been in contact with the customer making certain Mr*** understands, this order delay is something out of Dell’s control. Hence, Dell will not be providing any recompense for this delay; Dell’s final resolution will remain unchanged. Mr*** may continue to wait on the order, or if he prefers, he may cancel the order. The customer has ***’s contact information should he need any further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a partial refundWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided
Dell records indicate a partial refund for $was posted to the customer’s account on December 23, Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and verify receipt of the refund The customer should see the refund reflected on their next monthly billing statement 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,
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, our representative processed a credit for
order# ***Our records show that the credit has been posted to the original form of payment, which should reflect on her next billing statementOur 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 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
Thank you for the letter from *** ***Our representative has been in contact with *** *** and depot service has been dispatched
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 replacement unitOur records show that the replacement order# *** was delivered to Mr*** on August 10, under FedEx Tracking# ***The 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 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 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 provided the customer a refunded gift card. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Complaint: ***
I am rejecting this response because:Dell has made no effort to actually resolve anything. The person that I talked to at Dell before contacting the Revdex.com is the same person that responded to this complaint. I find it interesting that the Dell response said " Our representative respectfully denied the customer’s request for free replacement of the Microsoft Office product keyOur representative explained that the customer is responsible for maintaining the product key and Dell does not retain a backup copy and advised the customer to contact Microsoft." The Dell representative was not very respectful at all. She kept talking over me and didn't want to hear anything that I had to say. The problem is that Dell never sent the activation keys in the first place - it is not a request for a free replacement of the Microsoft Office product keys - it is a request for the original Microsoft Office product keys. I had informed Dell when I purchased the tablets that the tablets were for my granddaughters for Christmas. I ordered the tablet on Oct27, and the boxes weren't even opened until Dec25, I was informed by Dell that this wouldn't be a problem - everything would still be coveredDell keeps insisting that since I didn't notify them within days, there is nothing that they can doDell does not accept any responsibility for not sending the product keys in the first place. Regards,*** *** Tuesday, May 12,
*** ***
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 offered to setup onsite or return to depot service for the customer’s computer, should the customer accept. 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
Complaint: ***
I am rejecting this response because this Dell representative is the same one who has been unable to resolve the matter, and still cannot tell me when my money will be refundedAnd as of today, I have not received my money
Regards,
*** ***
A Dell representative remains engaged with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at ***@Dell.com for any further assistance they may need regarding this matter
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
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, Thank you for the opportunity to address the correspondence submitted by *** ***Our repair depot examined the system and, due to the physical damage and liquid spillage, determined the system could not be repairedThe customer was notified the system would be
returned unrepairedAs a one-time good-will gesture, the customer was credited for the shipping charges and our records indicate it has been applied to the original form of paymentA discount was offered on a system replacement, however; the customer declinedWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident 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 the matter. In
the interest of customer satisfaction, our representative processed product returnsOur records show that all the necessary credits have been posted 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 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, I am writing on behalf of Dell Incin response to the
complaint filed with your office by the customer, *** ** ***. Thank you for providing a copy of the customer’s submissionOur records indicate the Dell representative; *** has been instrumental in assisting the customer with receiving his 65” Samsung TV order. The TV was quite popular which unfortunately caused a backlog for the vendor. We are very glad the vendor was able to ship the TV now and our customer has confirmed receipt on February 1, 2016. We certainly do apologize for any inconvenience or frustration this matter may have caused the customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Complaint: ***
I am rejecting this response because: I was not offered anything for freeI was told the supply was exhausted and that was why I didn't receive itI told them I would like what I ordered and he told me that won't be happeningHe then asked me if I'd like to place an order and we could discuss a discountI said if I can order the game and controller and receive them for free then I'd be happy toHe said again, that won't be happeningNot once was a free controller offeredThe only thing that was stated during the call was that supply was exhausted and I wouldn't be receiving anything extraA few minutes after hanging up with the gentleman, I received an email saying sorry for the problem with my Dell computer (which makes no sense since this doesn't involve a computer) and how they were sorry they couldn't resolve my issue and how highly they regard customer service I can say without a doubt, this is the worst customer service and online ordering I have ever dealt with and I order online frequentlyI would still like what I ordered when the order was placed.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
TheyI did not fix the problems I confirmed last night I am still having the exact same issuesSpeakers crackling and the acoustic echo cancellation is not functioning
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
There shouldn't be any "one time gesture of Goodwill" involved hereI had to jump through many hurdles to prove my warranty was, in fact, still valid until November of 2017, which I was able to do in the endDell simply honored the warranty in the end and repaired the machineThe technician they sent was absolutely thorough and professional and it was a pleasure to have him work on my machine, but Dell's customer support was absolutely awful throughout the whole ordeal, demanding a receipt and offering no compromisesIt wasn't until I mentioned that I had many witnesses that could testify in court when I bought the machine that they were willing to compromise with MY suggestion of having the GameStop manager that sold me the machine write in a GameStop letterhead when I bought the machine as a substitute for the receiptIn the end GameStop was able to print out a historical receipt which I promptly emailed to the Dell representativeMy machine had most of the parts replaced and I sincerely hope this fixes the problem but as Dell is tight lipped about the actual cause in the first place, I can only hope the new parts don't fail after my warranty, which was not renewed despite the change of parts, expires at the end of November So no, I don't accept this response after the horrible treatment I received from Dell customer support representatives
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell in response to the rebuttal filed with your office by the customer, *** ***. Our records indicate, the customer has chosen to wait on the order. While it is certainly his prerogative, Dell wants the customer to understand, there is no guarantee the order will ship. This is one reason why Dell has a disclaimer on our website which informs potential customers, prices and promotions are subject to change without notice. Obviously, Dell has an interest in the order shipping, too, so we do hope the manufacturer has stock soon. If the order is canceled, either by Dell or Mr***, the customer will have his funds released. The current estimated ship date from the manufacturer is 11/07/2017. Dell representative; *** has been in contact with the customer making certain Mr*** understands, this order delay is something out of Dell’s control. Hence, Dell will not be providing any recompense for this delay; Dell’s final resolution will remain unchanged. Mr*** may continue to wait on the order, or if he prefers, he may cancel the order. The customer has ***’s contact information should he need any further assistance in this matter. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a partial refundWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided
Dell records indicate a partial refund for $was posted to the customer’s account on December 23, Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and verify receipt of the refund The customer should see the refund reflected on their next monthly billing statement 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