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.
Although this issue has finally been resolved, I would just like to clarify that there was no "misunderstanding." Every call to Dell resulted in me being told that they never received the unit, and it took them a full month (after they received the unit) and a complaint to the Revdex.com for them to finally refund my money. I was lied to about the processing time (originally told "days at the longest"), and I do not feel that I would have ever received a refund without the intervention of Revdex.com. To customers who may be reading this--stay away from Dell. Their customer service is a joke, and expect to spend hours on hold to even attempt to get any issue resolved. Thank you again, Revdex.com, for helping get this issue resolved
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission The customer expressed dissatisfaction with communication and processing expectations for a Dell computer order We regret any miscommunication which may have occurred and appreciate the feedback
Dell records indicate we were unable to fulfill the order placed by the customer and the order has been cancelled For customer satisfaction reasons, the customer was offered $off a different computer order from Dell as we would not offer a comparable computer outside of the promotion guidelines with the discount offered on the cancelled computer order Since the date of the submission, a Dell representative has been attempting to contact the customer by telephone and e-mail to address the customer’s concerns however, to date; there has been no response to our representative’s contact attempts The customer may contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 06/08/2016 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 correspondenceAt this
time the agent has informed the customer that there are no matching system exchanges available at this timeAs a result the customer was credited back fullyDell 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 in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Hi , I have attached the whole communication with the resolution manager and she checked with the Land Lsupport and then offered me DUAL PVideo cards.At that time there was NO SUCH DISCUSSION HAPPEN about to downgrade or revert back to old configuration . At the END of the day my most precious time was wasted and I lost my JOB and also the communication came from DELL to give the upgraded card without SAYING ANY KIND OF ROLLBACK I request to dell executive/representative to go through all communications happened and also check all the call recordingsI AM 100% SURE YOU WILL UNDERSTAND WHAT DELL PROMISED AND NOW THEY ARE NOT KEEPING THEIR PROMISE.I AM NOT ASKING FOR BIG COMPOSITION JUST I AM ASKING TO DO WHAT DELL PROMISED I LOST MY JOB BECAUSE OF DELL'S SUPPORT AND CURRENTLY I AM STILL SEARCHING NEW JOB JUST I NEED THESE TWO QUADRO PIN SLI MODE IN WORKING CONDITION .I AM READY TO WORK WITH DELL TO RESOLVE THIS ISSUE BUT YOU HAVE TO UNDERSTAND THE CUSTOMER'S SITUATIONPLEASE HELP ME TO GET THEM WORKING IF POSSIBLE PLEASE REPLACE THIS SYSTEM WITH CORRECT SYSTEM IN WHICH THESE TWO QUADRO PWILL WORK PROPERLY
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 records show that a credit for order# *** has been posted to the original form of payment
Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 01/06/2017Dear 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, Mr*** * ***, to address the contents of their correspondenceThe customer states he was to receive a $eGift Card and 10% rewards because he used Dell FinancingAt this time the agent reviewed the chat logs and advised that our sales rep has confirmed the order does not qualify for both $e-gift card and for 10% reward pointsHe has informed him that the order has a loyalty program that gives customers 5% back in the form of a Dell gift card and free 2nd business day shipping on most purchasesHowever, if the customer did not receive the e-gift card please contact the agent, ***@Dell.com, in order to address this. Dell 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 should there be any further questions.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has attempted to contact the customer, however; she has not respondedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
A Dell representative is continuing to work with Mr*** to achieve an amicable resolution for his concernsUnit is being serviced at the DepotOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Complaint: ***
I am rejecting this response because: Discounts were received, but for other reasons not related to the warranties A discount was given for the computer being shipped ground instead of two-day shipping and for me not receiving the USB that I requested and said I would pay for when I placed the order I was offered no resolution, other than returning the system for a refund, to my overcharge of the warranty All I requested was for a refund for the overcharge of the warranties I told the representative that the other two refunds for the shipping and USB were totally aside from the problem with the warranties, but she did not want to really listen and insisted she was correct.This does not satisfy my inquiry with the warranty problem She shipped me an USB and I am grateful for that, but she also charged me for it -- which is fine I wish they would realize the warranties is a completely different problem.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I am not comfortable accepting the offer Mr *** has extended. IT from his department has remotely "fixed" my computer three timesWhen calling to speak of a resolution, the company did not respond kindlyThe only time the
company was willing to offering a resolution was after I filed a complaint with the Revdex.comThe offer now includes the company, who was very unprofessional and rude, to come into my house to try to fix the computerSince the beginning of this ordeal, trust has not been something the company has earnedI decline that offer.
Regards,
*** ***
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 submissionDell representative *** has been in contact with the customer to discuss his requestThe representative respectfully denied the request but has authorized the system for serviceThe representative will maintain ownership of the account until it is determined the replacement system is working as designedThe representative maybe reached by emailing ***@Dell.com Sincerely, Advanced Resolution Group *** 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 refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell
records indicate a refund for $was processed and posted to the customer’s Dell account on January 10, 2016, and the customer should see this reflected on his next billing statement A Dell representative contacted the customer to provide this information however, to date, there has not been a response by the customer to our representative’s contact attempts We ask that he contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, our representative processed a product return for order#
*** and associated order# ***Our records show that the credits have been posted to the original form of paymentOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 01/26/2016 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 correspondenceAt
this time the agent has not received a response from the customer in their requests for more information about the unit. We ask the customer to contact the representative at ***_***@Dell.com should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dell representative, ***, contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsMr*** informed our representative that he received the $gift card and considers this matter
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 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 customer in regards to this situationThe representative has requested a receipt for the shipping charges in order to reimburse the customerThe representative also has confirmed the system has been repaired and has been shipped back to the family member
Please have the customer contact the representative by email at *** with any additional concerns regarding this matter
Sincerely
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 supplied the customer with a replacement 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
Our records indicate Mr***
*** has agreed to a new system exchange to solve his system technical
problems for his Alienware Laptop. We
ask that the customer remain in contact with our technician until this matter
is completely resolved. Please have the
customer contact our representative directly by email at ***_***@Dell.com should there be any
further questions regarding this exchange process
Complaint: ***
I am rejecting this response because:I have repeatedly requested that someone from the Dell corporate office in the U.Sapologize for the unfortunate service that I've received as well as to offer some more satisfactory alternative to my request for a partial refund or exchange Since filing my report I have been contacted by at least two (2) individuals out of India, both using the name "***," and claiming to be the only person I can speak to Prior to that, I was passed around to at least eight (8) other employees in several different departments, all claiming that the kind of issues I've been experiencing need to be handled by someone else in the company Additionally, each one required me to recount my experiences over and over again, and each one reported different records of my claims, leading me to believe that my records have been tampered with or that they are being blatantly dishonest I've attempted to reach the Texas-based corporate office via emails to seventeen (17) Dell employees including Michael Dell and have not received a single response I had to spend $to replace my faulty Dell laptop with one from another, more reliable company while I've waited for this to be resolved Although I finally did give up and send the laptop to Dell for yet another round of "repairs," I will not accept that as a final resolution I have had to endure hours of phone calls with Dell technicians for remote repairs and days+hours of waiting for at least home visits by Dell technicians, all of which were unsuccessful and resulting in multiple interruptions of timed medical school exams, critical lectures, and costly meetings. I am not a person seeking something for nothing I was in the customer service industry for many years before making a very challenging and risky career change I am simply seeking retribution for the shameful and disrespectful treatment that I've received as well as for the sacrifices in time and money that I've been forced to make due to this poor quality product
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.
Although this issue has finally been resolved, I would just like to clarify that there was no "misunderstanding." Every call to Dell resulted in me being told that they never received the unit, and it took them a full month (after they received the unit) and a complaint to the Revdex.com for them to finally refund my money. I was lied to about the processing time (originally told "days at the longest"), and I do not feel that I would have ever received a refund without the intervention of Revdex.com. To customers who may be reading this--stay away from Dell. Their customer service is a joke, and expect to spend hours on hold to even attempt to get any issue resolved. Thank you again, Revdex.com, for helping get this issue resolved
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission The customer expressed dissatisfaction with communication and processing expectations for a Dell computer order We regret any miscommunication which may have occurred and appreciate the feedback
Dell records indicate we were unable to fulfill the order placed by the customer and the order has been cancelled For customer satisfaction reasons, the customer was offered $off a different computer order from Dell as we would not offer a comparable computer outside of the promotion guidelines with the discount offered on the cancelled computer order Since the date of the submission, a Dell representative has been attempting to contact the customer by telephone and e-mail to address the customer’s concerns however, to date; there has been no response to our representative’s contact attempts The customer may contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 06/08/2016 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 correspondenceAt this
time the agent has informed the customer that there are no matching system exchanges available at this timeAs a result the customer was credited back fullyDell 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 in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Hi , I have attached the whole communication with the resolution manager and she checked with the Land Lsupport and then offered me DUAL PVideo cards.At that time there was NO SUCH DISCUSSION HAPPEN about to downgrade or revert back to old configuration . At the END of the day my most precious time was wasted and I lost my JOB and also the communication came from DELL to give the upgraded card without SAYING ANY KIND OF ROLLBACK I request to dell executive/representative to go through all communications happened and also check all the call recordingsI AM 100% SURE YOU WILL UNDERSTAND WHAT DELL PROMISED AND NOW THEY ARE NOT KEEPING THEIR PROMISE.I AM NOT ASKING FOR BIG COMPOSITION JUST I AM ASKING TO DO WHAT DELL PROMISED I LOST MY JOB BECAUSE OF DELL'S SUPPORT AND CURRENTLY I AM STILL SEARCHING NEW JOB JUST I NEED THESE TWO QUADRO PIN SLI MODE IN WORKING CONDITION .I AM READY TO WORK WITH DELL TO RESOLVE THIS ISSUE BUT YOU HAVE TO UNDERSTAND THE CUSTOMER'S SITUATIONPLEASE HELP ME TO GET THEM WORKING IF POSSIBLE PLEASE REPLACE THIS SYSTEM WITH CORRECT SYSTEM IN WHICH THESE TWO QUADRO PWILL WORK PROPERLY
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 records show that a credit for order# *** has been posted to the original form of payment
Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 01/06/2017Dear 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, Mr*** * ***, to address the contents of their correspondenceThe customer states he was to receive a $eGift Card and 10% rewards because he used Dell FinancingAt this time the agent reviewed the chat logs and advised that our sales rep has confirmed the order does not qualify for both $e-gift card and for 10% reward pointsHe has informed him that the order has a loyalty program that gives customers 5% back in the form of a Dell gift card and free 2nd business day shipping on most purchasesHowever, if the customer did not receive the e-gift card please contact the agent, ***@Dell.com, in order to address this. Dell 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 should there be any further questions.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has attempted to contact the customer, however; she has not respondedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
A Dell representative is continuing to work with Mr*** to achieve an amicable resolution for his concernsUnit is being serviced at the DepotOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Complaint: ***
I am rejecting this response because: Discounts were received, but for other reasons not related to the warranties A discount was given for the computer being shipped ground instead of two-day shipping and for me not receiving the USB that I requested and said I would pay for when I placed the order I was offered no resolution, other than returning the system for a refund, to my overcharge of the warranty All I requested was for a refund for the overcharge of the warranties I told the representative that the other two refunds for the shipping and USB were totally aside from the problem with the warranties, but she did not want to really listen and insisted she was correct.This does not satisfy my inquiry with the warranty problem She shipped me an USB and I am grateful for that, but she also charged me for it -- which is fine I wish they would realize the warranties is a completely different problem.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I am not comfortable accepting the offer Mr *** has extended. IT from his department has remotely "fixed" my computer three timesWhen calling to speak of a resolution, the company did not respond kindlyThe only time the
company was willing to offering a resolution was after I filed a complaint with the Revdex.comThe offer now includes the company, who was very unprofessional and rude, to come into my house to try to fix the computerSince the beginning of this ordeal, trust has not been something the company has earnedI decline that offer.
Regards,
*** ***
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 submissionDell representative *** has been in contact with the customer to discuss his requestThe representative respectfully denied the request but has authorized the system for serviceThe representative will maintain ownership of the account until it is determined the replacement system is working as designedThe representative maybe reached by emailing ***@Dell.com Sincerely, Advanced Resolution Group *** 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 refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell
records indicate a refund for $was processed and posted to the customer’s Dell account on January 10, 2016, and the customer should see this reflected on his next billing statement A Dell representative contacted the customer to provide this information however, to date, there has not been a response by the customer to our representative’s contact attempts We ask that he contact our representative at ***@Dell.com should there be any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsIn the interest of customer satisfaction, our representative processed a product return for order#
*** and associated order# ***Our records show that the credits have been posted to the original form of paymentOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 01/26/2016 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 correspondenceAt
this time the agent has not received a response from the customer in their requests for more information about the unit. We ask the customer to contact the representative at ***_***@Dell.com should they still require assistance. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Dell representative, ***, contacted the customer and is working with them to reach a reasonable resolutionThe representative can be reached directly by email at ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsMr*** informed our representative that he received the $gift card and considers this matter
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 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 customer in regards to this situationThe representative has requested a receipt for the shipping charges in order to reimburse the customerThe representative also has confirmed the system has been repaired and has been shipped back to the family member
Please have the customer contact the representative by email at *** with any additional concerns regarding this matter
Sincerely
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 supplied the customer with a replacement 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
Our records indicate Mr***
*** has agreed to a new system exchange to solve his system technical
problems for his Alienware Laptop. We
ask that the customer remain in contact with our technician until this matter
is completely resolved. Please have the
customer contact our representative directly by email at ***_***@Dell.com should there be any
further questions regarding this exchange process
Complaint: ***
I am rejecting this response because:I have repeatedly requested that someone from the Dell corporate office in the U.Sapologize for the unfortunate service that I've received as well as to offer some more satisfactory alternative to my request for a partial refund or exchange Since filing my report I have been contacted by at least two (2) individuals out of India, both using the name "***," and claiming to be the only person I can speak to Prior to that, I was passed around to at least eight (8) other employees in several different departments, all claiming that the kind of issues I've been experiencing need to be handled by someone else in the company Additionally, each one required me to recount my experiences over and over again, and each one reported different records of my claims, leading me to believe that my records have been tampered with or that they are being blatantly dishonest I've attempted to reach the Texas-based corporate office via emails to seventeen (17) Dell employees including Michael Dell and have not received a single response I had to spend $to replace my faulty Dell laptop with one from another, more reliable company while I've waited for this to be resolved Although I finally did give up and send the laptop to Dell for yet another round of "repairs," I will not accept that as a final resolution I have had to endure hours of phone calls with Dell technicians for remote repairs and days+hours of waiting for at least home visits by Dell technicians, all of which were unsuccessful and resulting in multiple interruptions of timed medical school exams, critical lectures, and costly meetings. I am not a person seeking something for nothing I was in the customer service industry for many years before making a very challenging and risky career change I am simply seeking retribution for the shameful and disrespectful treatment that I've received as well as for the sacrifices in time and money that I've been forced to make due to this poor quality product
Regards,
*** ***