Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell product, service, and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the
feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our records show, the unit was sent to depot for evaluation, where damage was discoveredOur representative explained the terms and conditions of the limited hardware warranty www.Dell.com/Warranty, which does not cover accidental damageFurthermore, our representative offered fee-based repair at a discounted rate; however, the customer declined the offer; therefore, the unit was sent back unrepairedCustomer’s request for free repair, or refund was respectfully deniedThe customer is most welcome to take advantage of the fee based service and support by calling ###-###-####We remain ready to assist within the terms of Dell’s limited hardware warranty and our other policiesShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact, or for online assistance at www.Dell.com/Support.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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
Dear Revdex.com, Our records indicate that Dell representative *** has been in contact with the customerWe have provided different adapters that included the cord that went to the brick to the wall and the cord from the brick to the systemAt this time Mr*** will need to provide additional informationWhat exactly is not matching or what is not working? If he is receiving any type of error message when plugging the adapter into the system? The customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 01/05/2016 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 order delay issues with games orderedAt this time the agent has processed the customer refund to the original form of paymentDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The issue took months to be resolved, over call phones to Dell & over emails trying to get this resolved! I personally think Dell is an awful company to work with & will not use my account or purchase anything from Dell again!
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I thought this was settled but now Dell is requesting that I return my original laptop The problem from day one is that my original laptop was sent for repairs and Dell sold it I have nothing to send them This is harassment/retaliation for my complaint to you Please help
Regards,
*** ***
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
Dell representative, ***, is working with the customer to achieve an amicable resolution for his concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, a product replacement is being processedShould the customer have any additional concerns regarding this case,
they can reach out to our representative directly by e-mail at ***
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 and apologized for the problemsThe representative assisted in resolving the credit issueThe representative confirmed the credit has been processed and will reflect on the next billing statementThe customer may 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 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 for the problemsThe representative has confirmed the feedback has been noted and will be shared with the appropriate teamThe representative provided the link for the terms and conditions of her hardware warrantyThe customer has been advised that accidental damage is not coveredThe customer claims she was promised a refund for repair but is unable to provide any supporting documentation and her account does not reflect this informationWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***_***@[email protected] Advanced Resolution Group Incident *** 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
Today’s Date: 09/04/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceThe
customer states they were unable to place an order that bundled Adobe software at a discountAt this time the agent advised the customer the order did not include the Adobe software but offered a 10% discount towards the software should they opt to purchase itThe customer has not responded to the agentWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they have any questions in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:It is that the sales agent made a mistake to my first order, so the package returned to there factory, and then I contact with him, ask for making a replacement for me, they can but they deniedand just refund me the gift card, but he never told me the returned gift card will expired in daysIf they did, I won't let it expiredIt's all their Dell's faults due to this issueNow I just ask my own money back, how can they take my money, even it is their faultsI never believe how so a big company do this to customersReally sad for this
Regards,
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. The customer has informed *** that he is unwell and will contact Dell again when he is in good health. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** has followed up with the customer in regards to his rebuttalThe customer has indicated he will be out of the country for the next daysWe ask that the customer contact the representative once he has returned so that we can address his concernsWe ask that the customer please follow up with the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** 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 Dell representative *** has provided the below screen shot with the diagram explaining that the customers system is working as designedThe customer confirms she has never seen an amber light which is good this would indicate a problemThe depot also reviewed the system and confirmed the system is working as designedThe customer has a valid warranty and if she receives any error messages to please note them if possible but at this time there is nothing for Dell to addressPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted *** *** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our Dell representative recently made multiple attempts to reach Ms***; however, has not been able to discuss the contents of her correspondenceOur records show that a
credit for order# *** has been processed to the original form of paymentWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell product, service, and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the
feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistance. Our records show, the unit was sent to depot for evaluation, where damage was discoveredOur representative explained the terms and conditions of the limited hardware warranty www.Dell.com/Warranty, which does not cover accidental damageFurthermore, our representative offered fee-based repair at a discounted rate; however, the customer declined the offer; therefore, the unit was sent back unrepairedCustomer’s request for free repair, or refund was respectfully deniedThe customer is most welcome to take advantage of the fee based service and support by calling ###-###-####We remain ready to assist within the terms of Dell’s limited hardware warranty and our other policiesShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact, or for online assistance at www.Dell.com/Support.
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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
Dear Revdex.com, Our records indicate that Dell representative *** has been in contact with the customerWe have provided different adapters that included the cord that went to the brick to the wall and the cord from the brick to the systemAt this time Mr*** will need to provide additional informationWhat exactly is not matching or what is not working? If he is receiving any type of error message when plugging the adapter into the system? The customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 01/05/2016 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 order delay issues with games orderedAt this time the agent has processed the customer refund to the original form of paymentDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com with any other questions or concerns. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The issue took months to be resolved, over call phones to Dell & over emails trying to get this resolved! I personally think Dell is an awful company to work with & will not use my account or purchase anything from Dell again!
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I thought this was settled but now Dell is requesting that I return my original laptop The problem from day one is that my original laptop was sent for repairs and Dell sold it I have nothing to send them This is harassment/retaliation for my complaint to you Please help
Regards,
*** ***
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
Dell representative, ***, is working with the customer to achieve an amicable resolution for his concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, a product replacement is being processedShould the customer have any additional concerns regarding this case,
they can reach out to our representative directly by e-mail at ***
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 and apologized for the problemsThe representative assisted in resolving the credit issueThe representative confirmed the credit has been processed and will reflect on the next billing statementThe customer may 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 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 for the problemsThe representative has confirmed the feedback has been noted and will be shared with the appropriate teamThe representative provided the link for the terms and conditions of her hardware warrantyThe customer has been advised that accidental damage is not coveredThe customer claims she was promised a refund for repair but is unable to provide any supporting documentation and her account does not reflect this informationWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***_***@[email protected] Advanced Resolution Group Incident *** 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
Today’s Date: 09/04/2015 Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, ***, has been assigned to this case and has reached out to the customer, *** * ***, to address the contents of their correspondenceThe
customer states they were unable to place an order that bundled Adobe software at a discountAt this time the agent advised the customer the order did not include the Adobe software but offered a 10% discount towards the software should they opt to purchase itThe customer has not responded to the agentWe thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they have any questions in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:It is that the sales agent made a mistake to my first order, so the package returned to there factory, and then I contact with him, ask for making a replacement for me, they can but they deniedand just refund me the gift card, but he never told me the returned gift card will expired in daysIf they did, I won't let it expiredIt's all their Dell's faults due to this issueNow I just ask my own money back, how can they take my money, even it is their faultsI never believe how so a big company do this to customersReally sad for this
Regards,
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. The customer has informed *** that he is unwell and will contact Dell again when he is in good health. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***. Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** has followed up with the customer in regards to his rebuttalThe customer has indicated he will be out of the country for the next daysWe ask that the customer contact the representative once he has returned so that we can address his concernsWe ask that the customer please follow up with the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** 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 Dell representative *** has provided the below screen shot with the diagram explaining that the customers system is working as designedThe customer confirms she has never seen an amber light which is good this would indicate a problemThe depot also reviewed the system and confirmed the system is working as designedThe customer has a valid warranty and if she receives any error messages to please note them if possible but at this time there is nothing for Dell to addressPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted *** *** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our Dell representative recently made multiple attempts to reach Ms***; however, has not been able to discuss the contents of her correspondenceOur records show that a
credit for order# *** has been processed to the original form of paymentWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly by email at ***@Dell.com, in case Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s 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