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 order We regret any miscommunication which may have occurred and appreciate the feedback
Dell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell The popularity of the product selected by the customer generated a greater amount of orders than anticipated and has caused an unforeseen shortage of components necessary to fulfill orders Since the date of the submission, a Dell representative contacted the customer to discuss her concerns For customer satisfaction reasons, our representative offered to assist the customer in placing an order for an alternative computer however the customer declined The customer may contact our representative at ***@Dell.com for any further assistance she may need regarding this 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 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 attempted to contact the customer by telephone and e-mail to advise that we would not be able to provide the Xbox bundle 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe tech rep that came to our house was polite, professional, and most appreciated
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,
*** ***
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,
*** ***
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
Today’s Date: 11/03/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceAt this time the customer refund has been processed and will appear on their next billing cycle. We thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: 33206862Dell 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 experienceDell representative, ***, contacted the customer respectfully denied the request for a return for credit due to the system invoicing over a year agoThe representative offered a refurbished exchange under the terms and conditions of the warrantyThe customer continues to request a new system exchange which is not an optionWe remain available to assist the customer if she cares to move forward with the resolution providedWe ask that she contact the representative by email at ***_***@Dell.com Advanced Resolution Group Incident *** 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, *** ***
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:The business took over two months to sincerely respond to a warranty repair that ended up being replaced with a computer of significant value less than the computer originally returned, an error that was within their controlA replacement computer was purchased due to professional deadlines, I am continuing to request a refund for the value of the computer.
Regards,
*** ***
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,
*** ***
Complaint: ***
I am rejecting this response because:I was told by the Dell representative who accepted my coupon that the website was having issues and rejected all coupons on the day I orderedThis is why I received an extra back - to apologize for their website issueThe coupon was valid and had not expiredI have atached a copy of it aboveI received eh following email from *** ***:Dear ***,Thank you for the email. I have provided the details that specify the system that you have purchased is refurbished. All the details of the refurbished products cannot be mentioned on the page header and hence we have provided the complete details on the below outlet website ***.If you have any questions or concerns regarding the issue discussed today, please do reply to this email or call me and I would be glad to assist you further.Thank you.Regards,*** * ***Dell | Advanced Resolution GroupPhone +*** *** *** *** ***My work schedule is 10:am - 6:pm CST Monday to Friday.She is saying that the computer I purchased is refurbished, and this is why they are denying the couponBut the computer I chose and paid for from their website was supposed to be NEW, and the picture of the label on the box that I've attached clearly says 'Dell Outlet New" They have not honored the coupon because they say it is a refurbished computerTheir representative says in her email it is refurbishedi paid for and received a computer labeled NEW that they have, until their email to you, insisted is refurbished. At this time, I still am not satisfied that I received what I ordered - a new computer - or if I have been the victim of a bait and switch. If the computer is new, I am entitled to the $compensation Dell offered in leui of the financingIf it is refurbished, as their representative says, I have been cheated and want the new computer I ordered
Regards,
*** ***
Dear RevDex.com, Dell representative, *** worked with Mr*** *** to resolve his issues as reported in his complaintOur representative was able to connect Mr*** with Dell Technical Support whom in turn will assist in resolving the issuesFurther, our reporesentative closed the case as complete since the customer is working directly with Technical SupportOur representative may be reached at ***@dell.comSincerely, Dell Advanced Resolution Team
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 expedited depot service of the customer’s computer which has been returned to the customer and they report it is working fine. 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
I absolutely DO NOT accept the item sent and DID NOT elect to purchase it I consider the item I received to be unordered merchandise and have initiated a charge-back dispute with my credit card company.By phone conversation Dell has admitted that they intentionally substituted my item and that it was not a shipment mistake It was stated that Dell wants to make sure the customer receives 'something' even if it is not what they originally ordered The tapes can be reviewed of my discussions with ***.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** Although I strongly disagree that a part that failed after months should not be covered under warranty, I have no other recourse other than to not purchase things from a company that feels this reflects on their quality of product and close this complaint
Regards,
*** And ***
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,
*** ***
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 submissionOur records indicate the Dell
representative; *** has been in contact with the customer regarding his concerns. We certainly do apologize for any miscommunication or frustration this matter may have caused our customer. Please observe the following link for a better understanding of Dell’s TraProgram: *** The website does indicate “Earn Dell gift cards by trading in your electronics.” The Terms and Conditions are there as well. Additionally, just for future reference, customers are allowed to consolidate their valid Dell Gift Cards (certain conditions apply) to make a purchase with Dell. Our representative, *** asked the customer about his Gift Cards, in order to see if she could assist him, but Mr*** has already redeemed them on other purchases. 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 rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative remained in contact with the customer during the beginning of this processThe representative on 2/7/confirmed the onsite tech replaced the parts and the system is working as designedThe representative maybe reached by emailing ***Dell.com Sincerely, Advanced Resolution Group INC# *** 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 order We regret any miscommunication which may have occurred and appreciate the feedback
Dell makes every effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and Dell The popularity of the product selected by the customer generated a greater amount of orders than anticipated and has caused an unforeseen shortage of components necessary to fulfill orders Since the date of the submission, a Dell representative contacted the customer to discuss her concerns For customer satisfaction reasons, our representative offered to assist the customer in placing an order for an alternative computer however the customer declined The customer may contact our representative at ***@Dell.com for any further assistance she may need regarding this 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 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 attempted to contact the customer by telephone and e-mail to advise that we would not be able to provide the Xbox bundle 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe tech rep that came to our house was polite, professional, and most appreciated
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,
*** ***
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,
*** ***
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
Today’s Date: 11/03/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** ***, to address the contents of their correspondenceAt this time the customer refund has been processed and will appear on their next billing cycle. We thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . Sincerely, Executive Support TeamIncident ID: 33206862Dell 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 experienceDell representative, ***, contacted the customer respectfully denied the request for a return for credit due to the system invoicing over a year agoThe representative offered a refurbished exchange under the terms and conditions of the warrantyThe customer continues to request a new system exchange which is not an optionWe remain available to assist the customer if she cares to move forward with the resolution providedWe ask that she contact the representative by email at ***_***@Dell.com Advanced Resolution Group Incident *** 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, *** ***
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:The business took over two months to sincerely respond to a warranty repair that ended up being replaced with a computer of significant value less than the computer originally returned, an error that was within their controlA replacement computer was purchased due to professional deadlines, I am continuing to request a refund for the value of the computer.
Regards,
*** ***
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,
*** ***
Complaint: ***
I am rejecting this response because:I was told by the Dell representative who accepted my coupon that the website was having issues and rejected all coupons on the day I orderedThis is why I received an extra back - to apologize for their website issueThe coupon was valid and had not expiredI have atached a copy of it aboveI received eh following email from *** ***:Dear ***,Thank you for the email. I have provided the details that specify the system that you have purchased is refurbished. All the details of the refurbished products cannot be mentioned on the page header and hence we have provided the complete details on the below outlet website ***.If you have any questions or concerns regarding the issue discussed today, please do reply to this email or call me and I would be glad to assist you further.Thank you.Regards,*** * ***Dell | Advanced Resolution GroupPhone +*** *** *** *** ***My work schedule is 10:am - 6:pm CST Monday to Friday.She is saying that the computer I purchased is refurbished, and this is why they are denying the couponBut the computer I chose and paid for from their website was supposed to be NEW, and the picture of the label on the box that I've attached clearly says 'Dell Outlet New" They have not honored the coupon because they say it is a refurbished computerTheir representative says in her email it is refurbishedi paid for and received a computer labeled NEW that they have, until their email to you, insisted is refurbished. At this time, I still am not satisfied that I received what I ordered - a new computer - or if I have been the victim of a bait and switch. If the computer is new, I am entitled to the $compensation Dell offered in leui of the financingIf it is refurbished, as their representative says, I have been cheated and want the new computer I ordered
Regards,
*** ***
Dear RevDex.com, Dell representative, *** worked with Mr*** *** to resolve his issues as reported in his complaintOur representative was able to connect Mr*** with Dell Technical Support whom in turn will assist in resolving the issuesFurther, our reporesentative closed the case as complete since the customer is working directly with Technical SupportOur representative may be reached at ***@dell.comSincerely, Dell Advanced Resolution Team
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 expedited depot service of the customer’s computer which has been returned to the customer and they report it is working fine. 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
I absolutely DO NOT accept the item sent and DID NOT elect to purchase it I consider the item I received to be unordered merchandise and have initiated a charge-back dispute with my credit card company.By phone conversation Dell has admitted that they intentionally substituted my item and that it was not a shipment mistake It was stated that Dell wants to make sure the customer receives 'something' even if it is not what they originally ordered The tapes can be reviewed of my discussions with ***.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** Although I strongly disagree that a part that failed after months should not be covered under warranty, I have no other recourse other than to not purchase things from a company that feels this reflects on their quality of product and close this complaint
Regards,
*** And ***
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,
*** ***
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 submissionOur records indicate the Dell
representative; *** has been in contact with the customer regarding his concerns. We certainly do apologize for any miscommunication or frustration this matter may have caused our customer. Please observe the following link for a better understanding of Dell’s TraProgram: *** The website does indicate “Earn Dell gift cards by trading in your electronics.” The Terms and Conditions are there as well. Additionally, just for future reference, customers are allowed to consolidate their valid Dell Gift Cards (certain conditions apply) to make a purchase with Dell. Our representative, *** asked the customer about his Gift Cards, in order to see if she could assist him, but Mr*** has already redeemed them on other purchases. 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 rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative remained in contact with the customer during the beginning of this processThe representative on 2/7/confirmed the onsite tech replaced the parts and the system is working as designedThe representative maybe reached by emailing ***Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc