Today’s Date: 12/29/2015 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 correspondence
The customer states an order placed was canceled and a new order would not make it for ChristmasThe agent apologized for the inconvenience and offered a discount on a new orderHowever the system would not reach in time for ChristmasThe customer provided their feedback which was taken and processed by the agentDell 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 in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:This goes far beyond any sebjective warranty that DEll can come up withThis is about Dells' intergrity and their ability to do the correct thing after their representatives, *** *** *** ***, RENDERED MY INOPERABLEWhat about this doesn't make sense to you people? You continue to stand by your position telling me what you will do and will not do when all you had to do was to include me in the transaction not treat me as if I were some grateful dumbed down customer out here who you think will take anything that Dell dishes outIt's a sad situation and I am the one paying the price for this since June 2, 2015, and the year previous, with all the other problems with the cheapness of your products that you push on the customer as you would a cow in the fieldI am not that cowAll I ask for in the beginning was to have my repairedYour company elected, since all the problems, to send a repairman out three times, and as I said previously here, that it was the repairman you sent out that made thigs worse, in addition to Dell possibly sending out two defective, refurbished boards, which I doubt, mostly bnecause you would not have had this problem if I were allowed to work on the machineI am better than either of the two that I saw here Now I have a non-working laptop that has been removed from the equasion, and you have send these inadiquate repairmen out here to mess up a working laptopSeriosly folks, how far do you want to push this? Why don't you have someone call me at ###-###-#### to discuss this first handBy the way, both the green, not blue, laptop, and the purple with the gray bezel are in boxesI am a professionalMy integrity will not allow me to use them until this is resolvedso, do the right thing; send a repairman out here with the skin color of my choice, apply that skin to one of these 5737s I have here and be done with thisAll I want is to be included in the choiceIs that so hard to fathom? In conclusion, If I don't get resolution before I go back to school this semester, I may not be able to attendSo, I will have to make other arrangements, which includes the media, the local televisions stations and the Federal Trade Commision, in addition to the courtsHow far do you really want to push this? 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 informed him of the terms and conditions of gift cards
***
Mr*** confirmed that he received the gift card and the issue has been resolvedWe 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 in regards to this case
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 contacted the customer to advise that we would not be able to provide the TV at the promotional price as the promotion ended when stock for the promotion was depleted We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMrH*** expressed dissatisfaction with Dell service and support and wants his computer exchangedWe regret any dissatisfaction he may have experienced and appreciate the feedback providedSince the date
of the submission, a Dell representative contacted MrH*** to discuss his concernsSubsequently, for customer satisfaction reasons, the representative processed an on-site service dispatch to replace parts to resolve the network connectivity issueOur representative provided contact information should MrH*** need any follassistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a twenty-one (21) day Return Period and, as the order invoiced during May, 2015, a refund would not be an option Since the date of our last response, a Dell representative contacted the customer to discuss her concerns and assist in resolving the technical issues The customer declined this assistance and requested a return for a refund which our representative denied We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that she contact our representative at *** for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The Dell rep, ***, handled this complaint completely unprofessionallyIt started with him admitting that he never viewed the links that I posted in the original complaint, so he wasn't even fully aware of what I was saying in my complaint. Also what the Dell rep, ***, is saying is untrueAfter first denying that the XPSever had any known issues with the LCD screen he then changed it and told me that my LCD screen is model HD7Fand the screen that was recalled was model TMHowever, a quick Google search reveals that there is no such thing as a model TM(Lots of info on the HD7Fand availability of replacement screens)When I asked *** who manufactured the TM7, he told me that Dell didHe went on further to say that Dell manufactured the HD7FThis is completely untrue, Dell has never manufactured any LCD screen, they purchase 100% of them from vendorsHere is a quote from Dell's website about their new IPS monitors (same technology as my screen) "Dell UltraSharp monitors with IPS technology are manufactured by some of the world’s foremost suppliers." In addition, they have now increased the warranty to years! (from the same page) "Dell UltraSharp monitors with IPS technology are designed to go the distance with a 3-year Limited Hardware Warranty" Link: ***Also, proving what *** said was untrue, here is a quote from ***, a Dell rep that I have been speaking with on Dell's forums " I do see that you have the older 9qmodel so the system would have shipped with the older panelsI am willing to request a onetime only free of charge service to have the LCD panel replaced." There it is, a Dell rep confirming that I have the older, defective screen! When I told *** about this he got upset and told me to go through ***I tried to explain that, like I stated in what I would like done on here, I do not want to send in my laptop for a replacement screen since the vast majority of customers that had this done got replacement screens that were also defectiveIn addition, it would be 2+ weeks without my laptop while it's being repaired, if it isn't corrected then I would have to send it back again, possibly a third time like some others posted on the forumI cannot afford to close down my small business for 2-weeks, I have a family to support! If *** would of read the link to the Dell forum where 100+ customers confirmed this then he would of already knownHowever, *** wouldn't explain how *** from the Dell forums could at least replace my screen at no charge, while *** (at Dell corporate) could only give me a discounted price on the repairThis is where *** hung up on me mid-sentence (I recorded the call, with his permission, showing this). I also made a video to show how bad the buhas gotten (I sent this *** via email and he denied opening it, as well)In the video I wake my computer up from sleep mode (so no buis present), it's on a gray screen (showing no buyet), then switch to a black and white checkered grid for secondsAfter these seconds I switch back to the gray screen, but you can now see the black and white checkered grid 'ghosting' and still present when it should not beYou can see it ghosting for seconds after just being on for seconds, that's just what the camera could show, with the naked eye I could see it for about minsWhen having a window open for hours, the screen will ghost for hours afterLink to video: https://www.youtube.com/watch?v=B0unYCQfH7kI am still requesting the same thing, for Dell to admit fault (like their spokeswoman and *** already have!) and do the right thing by sending me a replacement laptopThis will allow me to test it before sending back my defective unit
Regards,
*** ***
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,
*** ***
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. The customer has now received her order and *** has processed a compensation refund for her. 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
A Dell representative has remained in contact with the customer to address these issues and is working on processing another system exchange to replace the customer’s computer The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a zero interest promotion We regret any miscommunication which may have occurred and appreciate the feedback
Our records indicate there was not a month zero interest promotion for the customer’s computer purchase at the time he financed the computer with Dell Financial Services (DFS) and was provided month zero interest financing, the promotion at the time of his purchase Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative verified with DFS that there was no month promotion at the time of purchase and that the customer’s financing contract cannot be altered For customer satisfaction reasons, the customer was offered a $refund toward the current interest charges which the customer declined Dell will not be offering any other concessions in this matter Should the customer reconsider and want to accept the $refund offer, we ask that he contact our representative within ten days from this response at [email protected] for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative informed Ms*** of the terms and conditions of sale, which dictate
that Dell will have no liability for loss or recovery of data, programs or loss of use of system(s)Our records show that a replacement unit order# *** was delivered to Ms*** on March 4th, under FedEx tracking# ***Our representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her 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 Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***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
Complaint: ***
I am rejecting this response because:They flat out lied about me trying to contact them while the problem was still under warrantyI did call them and they told me that sometimes it takes a few days for the PC to adjust, and whether or not I contacted them during the warranty time still doesn't make up for the fact that the tech they sent to my house pinched a wire while putting the PC back togetherUp to the point when the PC finally stopped workingI really wasn't even sure if I should have called them backThe only reason I found out that their tech pinched the wire was when I hired a tech of my own and I watched him open the PC tower to discover what the problem actually wasI have included two pictures of the wire in questionI will not fix it myself because if you could see the wire better you would see that the tech flat out pinched the wire in the video card port
Regards,
*** ***
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,
*** ***
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, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedSincerely, Advanced Resolution Group Incident ID#***
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 experience
Dell representative *** contacted the customer and authorized an exchange system to be shippedOur records indicate the replacement system has been deliveredWe remain available to assist and ask that the customer contact the representative ***_***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, per the terms of the sale, respectfully denied Mr***’s request to honor the order
***
Mr*** declined further assistance from ***, who may be contacted via e-mail at ***@Dell.comWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience.
Sincerely,
Advanced Resolution Group
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 *** will followed up with the customer to confirm which part needs to be replaced and set up the onsiteIn regards to the customers claim of Dell being in violation of the terms of warrantyWe wish to refer the customer to of the warranty which states onsite will be completed upon parts availabilityOf the onsite warranty which states “ On-Site/In-Home ServiceSubject to the terms of this Agreement, if your issue is covered under your Dell Limited Hardware Warranty (see dell.com/warranty) and the technician cannot correct your problem over the phone, then service is available for your Product within the United StatesPlease tell the technician the full address of your Product's locationBoth the performance of service and service response times depend upon the time of day your call is received by Dell, the service alternative you purchased, parts availability, geographical restrictions, weather conditions and the terms of this AgreementIf you follow the procedures detailed in this Agreement and if your issue is subject to dispatch under this Agreement, then a service technician will be dispatched, usually in or business days following completion of remote diagnosis, to arrive at your location for service on a day that is during your Principal Period of Maintenance, or “PPM”, as follows: Our representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Today’s Date: 12/29/2015 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 correspondence
The customer states an order placed was canceled and a new order would not make it for ChristmasThe agent apologized for the inconvenience and offered a discount on a new orderHowever the system would not reach in time for ChristmasThe customer provided their feedback which was taken and processed by the agentDell 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 in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:This goes far beyond any sebjective warranty that DEll can come up withThis is about Dells' intergrity and their ability to do the correct thing after their representatives, *** *** *** ***, RENDERED MY INOPERABLEWhat about this doesn't make sense to you people? You continue to stand by your position telling me what you will do and will not do when all you had to do was to include me in the transaction not treat me as if I were some grateful dumbed down customer out here who you think will take anything that Dell dishes outIt's a sad situation and I am the one paying the price for this since June 2, 2015, and the year previous, with all the other problems with the cheapness of your products that you push on the customer as you would a cow in the fieldI am not that cowAll I ask for in the beginning was to have my repairedYour company elected, since all the problems, to send a repairman out three times, and as I said previously here, that it was the repairman you sent out that made thigs worse, in addition to Dell possibly sending out two defective, refurbished boards, which I doubt, mostly bnecause you would not have had this problem if I were allowed to work on the machineI am better than either of the two that I saw here Now I have a non-working laptop that has been removed from the equasion, and you have send these inadiquate repairmen out here to mess up a working laptopSeriosly folks, how far do you want to push this? Why don't you have someone call me at ###-###-#### to discuss this first handBy the way, both the green, not blue, laptop, and the purple with the gray bezel are in boxesI am a professionalMy integrity will not allow me to use them until this is resolvedso, do the right thing; send a repairman out here with the skin color of my choice, apply that skin to one of these 5737s I have here and be done with thisAll I want is to be included in the choiceIs that so hard to fathom? In conclusion, If I don't get resolution before I go back to school this semester, I may not be able to attendSo, I will have to make other arrangements, which includes the media, the local televisions stations and the Federal Trade Commision, in addition to the courtsHow far do you really want to push this? 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 informed him of the terms and conditions of gift cards
***
Mr*** confirmed that he received the gift card and the issue has been resolvedWe 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 in regards to this case
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 contacted the customer to advise that we would not be able to provide the TV at the promotional price as the promotion ended when stock for the promotion was depleted We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMrH*** expressed dissatisfaction with Dell service and support and wants his computer exchangedWe regret any dissatisfaction he may have experienced and appreciate the feedback providedSince the date
of the submission, a Dell representative contacted MrH*** to discuss his concernsSubsequently, for customer satisfaction reasons, the representative processed an on-site service dispatch to replace parts to resolve the network connectivity issueOur representative provided contact information should MrH*** need any follassistance in this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell’s response and wants a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell has a twenty-one (21) day Return Period and, as the order invoiced during May, 2015, a refund would not be an option Since the date of our last response, a Dell representative contacted the customer to discuss her concerns and assist in resolving the technical issues The customer declined this assistance and requested a return for a refund which our representative denied We remain available to assist the customer under the terms and conditions of Dell’s Limited Hardware Warranty and ask that she contact our representative at *** for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:The Dell rep, ***, handled this complaint completely unprofessionallyIt started with him admitting that he never viewed the links that I posted in the original complaint, so he wasn't even fully aware of what I was saying in my complaint. Also what the Dell rep, ***, is saying is untrueAfter first denying that the XPSever had any known issues with the LCD screen he then changed it and told me that my LCD screen is model HD7Fand the screen that was recalled was model TMHowever, a quick Google search reveals that there is no such thing as a model TM(Lots of info on the HD7Fand availability of replacement screens)When I asked *** who manufactured the TM7, he told me that Dell didHe went on further to say that Dell manufactured the HD7FThis is completely untrue, Dell has never manufactured any LCD screen, they purchase 100% of them from vendorsHere is a quote from Dell's website about their new IPS monitors (same technology as my screen) "Dell UltraSharp monitors with IPS technology are manufactured by some of the world’s foremost suppliers." In addition, they have now increased the warranty to years! (from the same page) "Dell UltraSharp monitors with IPS technology are designed to go the distance with a 3-year Limited Hardware Warranty" Link: ***Also, proving what *** said was untrue, here is a quote from ***, a Dell rep that I have been speaking with on Dell's forums " I do see that you have the older 9qmodel so the system would have shipped with the older panelsI am willing to request a onetime only free of charge service to have the LCD panel replaced." There it is, a Dell rep confirming that I have the older, defective screen! When I told *** about this he got upset and told me to go through ***I tried to explain that, like I stated in what I would like done on here, I do not want to send in my laptop for a replacement screen since the vast majority of customers that had this done got replacement screens that were also defectiveIn addition, it would be 2+ weeks without my laptop while it's being repaired, if it isn't corrected then I would have to send it back again, possibly a third time like some others posted on the forumI cannot afford to close down my small business for 2-weeks, I have a family to support! If *** would of read the link to the Dell forum where 100+ customers confirmed this then he would of already knownHowever, *** wouldn't explain how *** from the Dell forums could at least replace my screen at no charge, while *** (at Dell corporate) could only give me a discounted price on the repairThis is where *** hung up on me mid-sentence (I recorded the call, with his permission, showing this). I also made a video to show how bad the buhas gotten (I sent this *** via email and he denied opening it, as well)In the video I wake my computer up from sleep mode (so no buis present), it's on a gray screen (showing no buyet), then switch to a black and white checkered grid for secondsAfter these seconds I switch back to the gray screen, but you can now see the black and white checkered grid 'ghosting' and still present when it should not beYou can see it ghosting for seconds after just being on for seconds, that's just what the camera could show, with the naked eye I could see it for about minsWhen having a window open for hours, the screen will ghost for hours afterLink to video: https://www.youtube.com/watch?v=B0unYCQfH7kI am still requesting the same thing, for Dell to admit fault (like their spokeswoman and *** already have!) and do the right thing by sending me a replacement laptopThis will allow me to test it before sending back my defective unit
Regards,
*** ***
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,
*** ***
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. The customer has now received her order and *** has processed a compensation refund for her. 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
A Dell representative has remained in contact with the customer to address these issues and is working on processing another system exchange to replace the customer’s computer The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a zero interest promotion We regret any miscommunication which may have occurred and appreciate the feedback
Our records indicate there was not a month zero interest promotion for the customer’s computer purchase at the time he financed the computer with Dell Financial Services (DFS) and was provided month zero interest financing, the promotion at the time of his purchase Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative verified with DFS that there was no month promotion at the time of purchase and that the customer’s financing contract cannot be altered For customer satisfaction reasons, the customer was offered a $refund toward the current interest charges which the customer declined Dell will not be offering any other concessions in this matter Should the customer reconsider and want to accept the $refund offer, we ask that he contact our representative within ten days from this response at [email protected] for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative informed Ms*** of the terms and conditions of sale, which dictate
that Dell will have no liability for loss or recovery of data, programs or loss of use of system(s)Our records show that a replacement unit order# *** was delivered to Ms*** on March 4th, under FedEx tracking# ***Our representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her 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 Ms*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***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
Complaint: ***
I am rejecting this response because:They flat out lied about me trying to contact them while the problem was still under warrantyI did call them and they told me that sometimes it takes a few days for the PC to adjust, and whether or not I contacted them during the warranty time still doesn't make up for the fact that the tech they sent to my house pinched a wire while putting the PC back togetherUp to the point when the PC finally stopped workingI really wasn't even sure if I should have called them backThe only reason I found out that their tech pinched the wire was when I hired a tech of my own and I watched him open the PC tower to discover what the problem actually wasI have included two pictures of the wire in questionI will not fix it myself because if you could see the wire better you would see that the tech flat out pinched the wire in the video card port
Regards,
*** ***
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,
*** ***
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, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionAt this time Dell considers this issue closedSincerely, Advanced Resolution Group Incident ID#***
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 experience
Dell representative *** contacted the customer and authorized an exchange system to be shippedOur records indicate the replacement system has been deliveredWe remain available to assist and ask that the customer contact the representative ***_***
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, per the terms of the sale, respectfully denied Mr***’s request to honor the order
***
Mr*** declined further assistance from ***, who may be contacted via e-mail at ***@Dell.comWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience.
Sincerely,
Advanced Resolution Group
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 *** will followed up with the customer to confirm which part needs to be replaced and set up the onsiteIn regards to the customers claim of Dell being in violation of the terms of warrantyWe wish to refer the customer to of the warranty which states onsite will be completed upon parts availabilityOf the onsite warranty which states “ On-Site/In-Home ServiceSubject to the terms of this Agreement, if your issue is covered under your Dell Limited Hardware Warranty (see dell.com/warranty) and the technician cannot correct your problem over the phone, then service is available for your Product within the United StatesPlease tell the technician the full address of your Product's locationBoth the performance of service and service response times depend upon the time of day your call is received by Dell, the service alternative you purchased, parts availability, geographical restrictions, weather conditions and the terms of this AgreementIf you follow the procedures detailed in this Agreement and if your issue is subject to dispatch under this Agreement, then a service technician will be dispatched, usually in or business days following completion of remote diagnosis, to arrive at your location for service on a day that is during your Principal Period of Maintenance, or “PPM”, as follows: Our representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc