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 confirmed the customer received his gift card refund and has used it. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com I am writing on behalf of Dell 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 *** contacted the customer explained due to the history of the account an exception was made to ship a new system exchangeThis is exception took sometime due to the out of policy process that had to be takenThe customer has confirmed receipt of the new system and a new warranty was started at this time the customers warranty will expire on 9/15/Dell does want to express appreciation to the customer for her patients and understandingPlease 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced with a new computer and a free warranty extension We regret any dissatisfaction he may have
experienced and appreciate the feedback provided Computers which exhibit issues subject to coverage under Dell’s Limited Hardware Warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms Out of fairness to Dell customers who purchase warranty extensions, Dell will not provide a free warranty extension as a concession There is no provision in the warranty terms for providing concessions in addition to covered repairs and Dell will not be providing details of internal communications regarding a delay in processing an exchange as he requests Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, processed a new system exchange to replace the customer’s computer The exchange has since been delivered to the customer and he may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***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,
Benjamin C***
Complaint: ***
I am rejecting this response because: I order the one I wanted on the President Day saleDell is giving me a refund, but the printer I order in the first place was on sale at time and they want me to buy the one I order at full priceI told *** that was wrong and just keep the and I'll pAy to get the printer I ordered She replied we can't do tha and you call me back to order the you want and she'll give me a discount on itI think the need to exchange the printer and I pay nothing because this isn't my fault
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants a new computer or a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records indicate the computer was purchased from a third party so a return to Dell for a refund would not be an option Parts used to replace failed parts covered under Dell’s Limited Hardware Warranty that are opened and tested prior to being sent to an on-site technician must be labeled “refurbished” even if they have never been used Systems which exhibit technical issues subject to coverage under the warranty may be replaced with a comparable product that may be refurbished, as described in the warranty terms As previously indicated, since the date of the original submission, a Dell representative contacted the customer and offered assistance with her technical issues and the customer declined the assistance We remain available to assist the customer under the terms and conditions of her warranty As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com ID# *** Incident ID# *** *** *** I am going to look into this matter for the customer and the Revdex.com. The customer says the credit card used to pay for the equipment is no longer active. However, by law Dell must return the funds to the original form of payment. Only if the Bank refuses the funds from Dell can Dell write a check. I will look into this and will provide a final update once I have more facts on this. 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 submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer apologized to the customer for the experienceThe representative authorized a new system exchange our records indicate the system has been deliveredPlease 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
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,
*** ***
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 reached out to the customer and has explained that while the two orders were placed at the same time, they are actually separate orders; regarding the Inspiron Computer and the order for the wireless keyboard. *** has explained the peripheral ordered does not carry the same warranty as the computer package. The computer package shipped with a wired keyboard so this keyboard carries the same warranty as the computer; but the wireless keyboard purchased additionally, will not carry the computer warranty; therefore, *** has respectfully denied the customer’s request for a replacement wireless keyboard because the warranty is expired on this item. We certainly do apologize for any confusion or disappointment in this matter may have caused our 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
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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and wants their computer fixed and reimbursement for third party software support We regret any dissatisfaction the customer may have experienced
and appreciate the feedback provided Dell does not provide reimbursement for third party services performed on behalf of customers As outlined in the terms and conditions of Dell’s Limited Hardware Warranty, Dell’s responsibility is limited to repair or replacement of covered hardware components Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and then provided assistance in setting up service dispatches to repair the customer’s computer The customer may contact our representative at ***@Dell.com for any further assistance they may need regarding this 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 records show that the onsite tech was scheduled on 6/28/prior to the warranty expiring on 7/2/When the customer contacted Dell on 7/7/after the warranty had expired The representative did assist with restoring the system back to factory setting by doing an operating system restoreThe representative confirmed the system was working as designedThe customer was encouraged to purchase the extended warranty but opted not toSince the system was confirmed working as designed back in July no further support will be provided at no costThe customer may contact the out of warranty department at ###-###-####Sincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because Dell sold me a shoddy product that failed and then sent me three defective hard drives that also failedThanks to the intervention of the Revdex.com, Dell finally sent a replacement computer (after a six week delay) and that replacement computer also failed in less than daysHad I returned the computer, I still would have had no guarantee that any replacement would have been anything other than a defective computerI wanted a refund that could be applied toward a purchase from another computer maker.Dell took $of my money and delivered nothing but a defective product in return, and now it wants to be absolved of all responsibility for its shoddy manufacturing and shameful response masquerading as customer service.That is simply disgraceful
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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate there is still an open depot service and shipping material were sent for the systemIf the customer wishes to ship the system in for diagnosis and repair, she has that abilityDell is supporting the system under the terms and conditions of the warrantyA replacement system is not an option or a term of the warranty but at the discretion of Dell if not about to repairableWe remain available to assist the customer under the terms of Dell’s Limited Hardware WarrantySincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because: the first responce from a tech was if feb and the responce was it was a problem dell knew about with the display driver not a sofeware issue the tech said it was a problem and dell would not have a fix for it untill july of 2016
Regards,
*** ***
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
Complaint: ***
I am rejecting this response because I was not offered a comparable priced item since I will lose the discounts I had on this orderI have purchased computers, printers, camera and other items for years and I'm a preferred memberThere is evidence I have tried to contact them and if there was none I would accept the fact I had to reorderHaving a customer return over and over should be the main goal to any business and if it means giving a discount or courtesy credit towards a purchase shouldn't be a big deal.
Regards,
*** ***
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
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 confirmed the customer received his gift card refund and has used it. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com I am writing on behalf of Dell 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 *** contacted the customer explained due to the history of the account an exception was made to ship a new system exchangeThis is exception took sometime due to the out of policy process that had to be takenThe customer has confirmed receipt of the new system and a new warranty was started at this time the customers warranty will expire on 9/15/Dell does want to express appreciation to the customer for her patients and understandingPlease 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced with a new computer and a free warranty extension We regret any dissatisfaction he may have
experienced and appreciate the feedback provided Computers which exhibit issues subject to coverage under Dell’s Limited Hardware Warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty terms Out of fairness to Dell customers who purchase warranty extensions, Dell will not provide a free warranty extension as a concession There is no provision in the warranty terms for providing concessions in addition to covered repairs and Dell will not be providing details of internal communications regarding a delay in processing an exchange as he requests Since the date of the submission, a Dell representative contacted the customer to discuss his concerns and, for customer satisfaction reasons, processed a new system exchange to replace the customer’s computer The exchange has since been delivered to the customer and he may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***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,
Benjamin C***
Complaint: ***
I am rejecting this response because: I order the one I wanted on the President Day saleDell is giving me a refund, but the printer I order in the first place was on sale at time and they want me to buy the one I order at full priceI told *** that was wrong and just keep the and I'll pAy to get the printer I ordered She replied we can't do tha and you call me back to order the you want and she'll give me a discount on itI think the need to exchange the printer and I pay nothing because this isn't my fault
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants a new computer or a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records indicate the computer was purchased from a third party so a return to Dell for a refund would not be an option Parts used to replace failed parts covered under Dell’s Limited Hardware Warranty that are opened and tested prior to being sent to an on-site technician must be labeled “refurbished” even if they have never been used Systems which exhibit technical issues subject to coverage under the warranty may be replaced with a comparable product that may be refurbished, as described in the warranty terms As previously indicated, since the date of the original submission, a Dell representative contacted the customer and offered assistance with her technical issues and the customer declined the assistance We remain available to assist the customer under the terms and conditions of her warranty As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Revdex.com ID# *** Incident ID# *** *** *** I am going to look into this matter for the customer and the Revdex.com. The customer says the credit card used to pay for the equipment is no longer active. However, by law Dell must return the funds to the original form of payment. Only if the Bank refuses the funds from Dell can Dell write a check. I will look into this and will provide a final update once I have more facts on this. 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 submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer apologized to the customer for the experienceThe representative authorized a new system exchange our records indicate the system has been deliveredPlease 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
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,
*** ***
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 reached out to the customer and has explained that while the two orders were placed at the same time, they are actually separate orders; regarding the Inspiron Computer and the order for the wireless keyboard. *** has explained the peripheral ordered does not carry the same warranty as the computer package. The computer package shipped with a wired keyboard so this keyboard carries the same warranty as the computer; but the wireless keyboard purchased additionally, will not carry the computer warranty; therefore, *** has respectfully denied the customer’s request for a replacement wireless keyboard because the warranty is expired on this item. We certainly do apologize for any confusion or disappointment in this matter may have caused our 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
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
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and wants their computer fixed and reimbursement for third party software support We regret any dissatisfaction the customer may have experienced
and appreciate the feedback provided Dell does not provide reimbursement for third party services performed on behalf of customers As outlined in the terms and conditions of Dell’s Limited Hardware Warranty, Dell’s responsibility is limited to repair or replacement of covered hardware components Since the date of the submission, a Dell representative contacted the customer to discuss their concerns and then provided assistance in setting up service dispatches to repair the customer’s computer The customer may contact our representative at ***@Dell.com for any further assistance they may need regarding this 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 records show that the onsite tech was scheduled on 6/28/prior to the warranty expiring on 7/2/When the customer contacted Dell on 7/7/after the warranty had expired The representative did assist with restoring the system back to factory setting by doing an operating system restoreThe representative confirmed the system was working as designedThe customer was encouraged to purchase the extended warranty but opted not toSince the system was confirmed working as designed back in July no further support will be provided at no costThe customer may contact the out of warranty department at ###-###-####Sincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because Dell sold me a shoddy product that failed and then sent me three defective hard drives that also failedThanks to the intervention of the Revdex.com, Dell finally sent a replacement computer (after a six week delay) and that replacement computer also failed in less than daysHad I returned the computer, I still would have had no guarantee that any replacement would have been anything other than a defective computerI wanted a refund that could be applied toward a purchase from another computer maker.Dell took $of my money and delivered nothing but a defective product in return, and now it wants to be absolved of all responsibility for its shoddy manufacturing and shameful response masquerading as customer service.That is simply disgraceful
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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate there is still an open depot service and shipping material were sent for the systemIf the customer wishes to ship the system in for diagnosis and repair, she has that abilityDell is supporting the system under the terms and conditions of the warrantyA replacement system is not an option or a term of the warranty but at the discretion of Dell if not about to repairableWe remain available to assist the customer under the terms of Dell’s Limited Hardware WarrantySincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because: the first responce from a tech was if feb and the responce was it was a problem dell knew about with the display driver not a sofeware issue the tech said it was a problem and dell would not have a fix for it untill july of 2016
Regards,
*** ***
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
Complaint: ***
I am rejecting this response because I was not offered a comparable priced item since I will lose the discounts I had on this orderI have purchased computers, printers, camera and other items for years and I'm a preferred memberThere is evidence I have tried to contact them and if there was none I would accept the fact I had to reorderHaving a customer return over and over should be the main goal to any business and if it means giving a discount or courtesy credit towards a purchase shouldn't be a big deal.
Regards,
*** ***
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