Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer was provided a refurbished system under the terms and conditions of the warrantyWe have provided a link of the warranty for the customers’ convenience*** As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID #*** Dell
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
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
the Dell representative; *** has verified the equipment has been received back at Dell. The customer explained to ***, since he had not received the order from Dell in a timely manner, he had contacted his bank to dispute the charge and he has already received the full refund to his account. We apologize for any inconvenience or frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
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 had the customer’s computer shipped to the Dell depot for repairs. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback
Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed a full system exchange to replace the customer’s computer Our records indicate the replacement computer has been delivered to the customer and our representative followed up to confirm receipt The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The have only tried to call me during my work hours, even after emailing what my work hours areThe computer was sent back, but it runs really slow and I am not completely sure all the issues were resolved because one of the main issues is how it just randomly shuts downAnd I've only had the computer for a few days and have not had the opportunity to work with it muchAnd the mouse is still jumping aroundThere horrid communication skills is one of my biggest issues with them, aside from the totally inferior product.
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants ten monitors repaired or replaced We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative requested the service tag information for the monitors however, to date, there has been no response from the customer to our representative’s follow up contact attempts Should the customer still need assistance, we ask that he contact the representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative contacted the customer and explained that she used forms of paymentThe remaining amount will be applied back to her gift cardOnce this process is completed the representative will update the customerOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** 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 Our records indicate Dell
representative; *** has reached out to the customer regarding their concerns, and let the customer know that the software manufacturer will not authorize the refund because the software has been downloaded to the customer’s computer. *** has offered to assist the customer with the install of the software by using the software product key instead of the locker. But the customer has expressed they would prefer a refund. *** has reiterated, Dell is unable to provide a refund because the software program has been downloaded to the customer’s computerWe certainly do apologize for any frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dell representative *** *** worked with this customer to resolve the issues as reported in the complaintThe issues are resolved with the credit in the amount of $1,posting to the customer’s Visa accountOur representative may be reached at ***_***@dell.com
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
Only if in the resolution I receive a new keyboard with a warranty to cover any problems that come up with itI do not want a refurbished keyboard.This situation has interfered with my ability to communicate on the internet due to the disappearing digits on the keys
Regards,
*** ***-***
Dear Revdex.com, Our records indicate that Dell representative Arun is working internally with the credit department to determine why the remaining funds are not postingThe representative will continue to provide updates to the customer until resolvedThe representative can be reached directly by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: I am not a retailerI told the dell guy the same thingObviously dell is very good at blaming others for their 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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants reimbursement for data retrieval expenses We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Dell is not responsible for lost data or software as indicated in the terms and conditions of Dell’s Limited Hardware Warranty It is the customer’s responsibility to safeguard any data or software through periodic backups as Dell cannot warrant that the operation of any Dell product will be uninterrupted or error-free Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative provided clarification of the warranty coverage and denied the customer’s request for compensation 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
Complaint: ***
I am rejecting this response because:I submit the email and response that was sent to Dell and *** via email on April To date there has been no response to this and therefore I reject the resolution as the resolution is only temporary and not a permanent solutionI have addressed this fact multiple times and in fact the Dell tech that came to my home even agreed with me.***,Thanks for your reply but sorry as I do not accept your response as a resolving of my case either with Dell or the Revdex.com and will continue to fight for the rights of myself as a consumer of a faulty product and for those other consumers that are also facing the issuesSimply dismissing something as an open forum and saying that Dell has no known issues with this system is absolutely falseEven in the worst case scenario, Dell has documented issues with this system from myself and I am sure countless othersPerhaps a report should be pulled from Dell's systems showing the reported issues from consumers in regards to the Dell XPS AIO and see how many of those reported issues are related to my reported issueI work in IT as well and I certainly know that this type of data mining is absolutely possible.In regards to the Windows product key, you are telling me Dell keeps no records of which keys are assigned to which Service Tag number? Most if not all Dell systems are shipped with a sticker that shows the Windows license key on itI find it hard to believe that Dell doesn't know which keys are being shipped with which systems.As far as technical assistance in the future, this will not be possible after the expensive extended warranty I purchased (that I still feel I should be reimbursed for) expires in OctoberThe cost of support and parts after October will be extremely expensive. As a result I am still requesting that my system be swapped with a Dell XPS system with similar configurations so that I do not have to fear this issue reoccurring.I am requesting that this case be kept open until a suitable solution is foundIf it means going further in the hierarchy at Dell to get this satisfactorily resolved, then I am more than willing to do that and I ask that I be provided with the name, title, physical and email address, and phone number of the highest member of management that I can talk to. I am sure this information can be provided to me especially as a consumer asking for it.Thank you.Most sincerely,*** ***
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
the dispute was resolved on 01/22/Dell sent me the ecard gift credit for $175.Dell honores its advertisement finally.thank so much for your help
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has been in contact with Ms***The Ms*** indicated assistance was no longer needed the system has been given awayWe suggest that Ms*** transfer the ownership online*** If the
customer would like to work with the representative assigned he can be reached directly by emailing *** ***@Dell.comSincerely Advanced Resolution Group Incident *** 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 concernsPlease note that a return has been processedOur records show that the credit has 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 via e-mail at ***@DELL.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer was provided a refurbished system under the terms and conditions of the warrantyWe have provided a link of the warranty for the customers’ convenience*** As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID #*** Dell
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
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
the Dell representative; *** has verified the equipment has been received back at Dell. The customer explained to ***, since he had not received the order from Dell in a timely manner, he had contacted his bank to dispute the charge and he has already received the full refund to his account. We apologize for any inconvenience or frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
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 had the customer’s computer shipped to the Dell depot for repairs. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer repaired or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback
Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed a full system exchange to replace the customer’s computer Our records indicate the replacement computer has been delivered to the customer and our representative followed up to confirm receipt The customer may contact our representative at ***@Dell.com for any further assistance he may need regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: The have only tried to call me during my work hours, even after emailing what my work hours areThe computer was sent back, but it runs really slow and I am not completely sure all the issues were resolved because one of the main issues is how it just randomly shuts downAnd I've only had the computer for a few days and have not had the opportunity to work with it muchAnd the mouse is still jumping aroundThere horrid communication skills is one of my biggest issues with them, aside from the totally inferior product.
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants ten monitors repaired or replaced We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative requested the service tag information for the monitors however, to date, there has been no response from the customer to our representative’s follow up contact attempts Should the customer still need assistance, we ask that he contact the representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative contacted the customer and explained that she used forms of paymentThe remaining amount will be applied back to her gift cardOnce this process is completed the representative will update the customerOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** 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 Our records indicate Dell
representative; *** has reached out to the customer regarding their concerns, and let the customer know that the software manufacturer will not authorize the refund because the software has been downloaded to the customer’s computer. *** has offered to assist the customer with the install of the software by using the software product key instead of the locker. But the customer has expressed they would prefer a refund. *** has reiterated, Dell is unable to provide a refund because the software program has been downloaded to the customer’s computerWe certainly do apologize for any frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Dell representative *** *** worked with this customer to resolve the issues as reported in the complaintThe issues are resolved with the credit in the amount of $1,posting to the customer’s Visa accountOur representative may be reached at ***_***@dell.com
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
Only if in the resolution I receive a new keyboard with a warranty to cover any problems that come up with itI do not want a refurbished keyboard.This situation has interfered with my ability to communicate on the internet due to the disappearing digits on the keys
Regards,
*** ***-***
Dear Revdex.com, Our records indicate that Dell representative Arun is working internally with the credit department to determine why the remaining funds are not postingThe representative will continue to provide updates to the customer until resolvedThe representative can be reached directly by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: I am not a retailerI told the dell guy the same thingObviously dell is very good at blaming others for their problem
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
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,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants reimbursement for data retrieval expenses We regret any dissatisfaction he may have experienced and appreciate the feedback
provided Dell is not responsible for lost data or software as indicated in the terms and conditions of Dell’s Limited Hardware Warranty It is the customer’s responsibility to safeguard any data or software through periodic backups as Dell cannot warrant that the operation of any Dell product will be uninterrupted or error-free Since the date of the submission, a Dell representative contacted the customer to discuss his concerns Our representative provided clarification of the warranty coverage and denied the customer’s request for compensation 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
Complaint: ***
I am rejecting this response because:I submit the email and response that was sent to Dell and *** via email on April To date there has been no response to this and therefore I reject the resolution as the resolution is only temporary and not a permanent solutionI have addressed this fact multiple times and in fact the Dell tech that came to my home even agreed with me.***,Thanks for your reply but sorry as I do not accept your response as a resolving of my case either with Dell or the Revdex.com and will continue to fight for the rights of myself as a consumer of a faulty product and for those other consumers that are also facing the issuesSimply dismissing something as an open forum and saying that Dell has no known issues with this system is absolutely falseEven in the worst case scenario, Dell has documented issues with this system from myself and I am sure countless othersPerhaps a report should be pulled from Dell's systems showing the reported issues from consumers in regards to the Dell XPS AIO and see how many of those reported issues are related to my reported issueI work in IT as well and I certainly know that this type of data mining is absolutely possible.In regards to the Windows product key, you are telling me Dell keeps no records of which keys are assigned to which Service Tag number? Most if not all Dell systems are shipped with a sticker that shows the Windows license key on itI find it hard to believe that Dell doesn't know which keys are being shipped with which systems.As far as technical assistance in the future, this will not be possible after the expensive extended warranty I purchased (that I still feel I should be reimbursed for) expires in OctoberThe cost of support and parts after October will be extremely expensive. As a result I am still requesting that my system be swapped with a Dell XPS system with similar configurations so that I do not have to fear this issue reoccurring.I am requesting that this case be kept open until a suitable solution is foundIf it means going further in the hierarchy at Dell to get this satisfactorily resolved, then I am more than willing to do that and I ask that I be provided with the name, title, physical and email address, and phone number of the highest member of management that I can talk to. I am sure this information can be provided to me especially as a consumer asking for it.Thank you.Most sincerely,*** ***
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
the dispute was resolved on 01/22/Dell sent me the ecard gift credit for $175.Dell honores its advertisement finally.thank so much for your help
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has been in contact with Ms***The Ms*** indicated assistance was no longer needed the system has been given awayWe suggest that Ms*** transfer the ownership online*** If the
customer would like to work with the representative assigned he can be reached directly by emailing *** ***@Dell.comSincerely Advanced Resolution Group Incident *** 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 concernsPlease note that a return has been processedOur records show that the credit has 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 via e-mail at ***@DELL.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc