Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***-**Our representative, ***, contacted Mr*** ** and, as a onetime goodwill gesture, offered Mr** the repairs at Dell’s expenseMr** agreedOur records
indicate the system has been repaired and returned to the customer and Mr** confirms the system has been received
We regret any dissatisfaction the **’s may have experienced and *** may be contacted via email at ***@Dell.com
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, contacted Ms***, and respectfully denied her request for a system exchange*** offered her service per the terms and conditions of
the Dell Limited Warranty, however; Ms*** declined ***’s offer for technical assistanceWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience*** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because:There are issues here - one of the issues is in the realm of electronics and the other issue is in the realm of service. You say that batteries are considered consumables and deteriorate over timeThe time I am talking about is monthsAny battery that I receive should have at least a month lifespanI ran the battery through Dell's own Diagnostics Tool and it said it was at the end of lifespanIs months really the standard for Dell batteries?Furthermore, you did not comment on the conversation I had with the representative from Dell's Advanced Support TeamI would to reiterate that the representative said if I had reported the battery issue within months, then Dell could do something about itI then informed the representative that it is indeed still within monthsThe representative then lied to me and said that he did not say months, but instead said monthsPlease listen to the recording of our conversationDo you have any response to this conversation we had? I await your response
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell has refused to refund my money even though I have had issues for the past 1-1/year with their tablet I have no option left but to take legal action against Dell Dell has re-worked, refurbished, replaced and still I do not have a working tablet I spent $for a tablet and keyboard and have nothing Dell has not acted in good faith nor have they provided satisfactory customer service At this point I have zero faith in the dependability and/or performance of their product(s)
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell did not address the issue at handThe replacement arrived damaged and not in "new" condition like I had paid forThe box was severely damaged, which caused damage to the collectible game bookIf I had only wanted a working disc, then I would have bought it used*** was dismissive and did not understand that it is the responsibility of Dell to provide the product that they described on their website.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:As already mentioned over the phone AND via e-mail Dell has already attempted to repair my Laptop times now without any success. The problem stemming from March still exists, and they have failed repeatedly to try and resolve the issue. I have already taken days off work in order for them to try and repair my laptop using their on-site service. I will absolutely not take any more repair attempts given it has already wasted a significant amount of time not only to sthe repair, but to discuss on the phone and with the service provider the issues with my laptop. Each repair takes a day off work and hours over the phone and with the service person troubleshooting. Dell has already replaced all key components of my laptop several times with no resolution. Again - I have already told them this via my e-mail to them on May 23, 2016. Also I would like to point out that A) They already approved a replacement Laptop for me on May 3, via e-mail (I still have the proof), and then days later they took back the approval. I would also like to stress that when I accepted a 3rd and FINAL repair try on my laptop on May 15, over the phone with Alienware Resolution Expert *** (***@dell.com), that he promised me that the 3rd repair try would be the final attempt at which point they would offer a replacement if it was not successful. These calls are recorded, and I am sure they have proof of this. I wouldn't have agreed to a 3rd repair try if they didn't promise this. I don't understand why the keep deliberately making lies to me and going back on their word with their futile attempts to repair and replace the same parts over and over with no change in result. This is the definition of Insanity. I have now been without a working laptop for over months! How much longer, and how many more repair attempts do I have to entertain before being offered my refund or replacement? As per the terms of the warranty Dell MUST refund or replace my laptop with an equal or better laptop if they cannot repair my laptop. I believe changes is enough to prove that clearly they cannot fix the problem. Their excuse of after days is laughable given they have sent many replacements and offered several refunds after days, and nowhere in the warranty does it mention the days, otherwise nobody would ever purchase a Dell Laptop. Dell has lied to me via e-mail or over the phone several times now and keeps asking to repair a laptop that has already been repaired times. This is the definition of corrupt business practices. I was willing to accept a replacement months ago, but now that I have had to experience Dell's customer service and technical support, given my warranty expires in October and they will be unwilling to renew it, I have lost all faith in Dell's products and services and want a full refund of my original laptop and warranty payments. Thank you, ***
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this complaint resolved. The months to consolidate gift cards has left me with gift cards and little options for decent sales until this fall. It is what it is.
*** ***
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,
*** ** ***
Complaint: ***
I am rejecting this response because: Will Dell answer my question here: Does Dell still hold the belief that Dell cancelled my order because I was placed the order in an illegitimate way? If Yes, can you show me ANY evidence?
Regards,
*** **
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell representative *** contacted the customer and explained due to the pattern of purchasing from Dell it has been determined he is an unauthorized resellerWe understand the customers desire to get the
coupon as offered for each order processedHowever, this offer is for customers that are individual purchasers and not meant for persons that purchase system or products in bulk for the purpose of resalePer Dell policy; Dell resellers are not eligible for offers presented online or at the point of sale that are meant for individual consumer customersSincerely, 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 the credit for order# *** has been posted to the original form of paymentOur representative also followto 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 ***[email protected], 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 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. *** has processed a refund that should show in the customer’s next billing cycle. 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 GroupIncident 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 submissionOur records indicate the Dell
representative; *** was instrumental in assisting the customer with her broken hinge issue by sending the computer to the depot for repair. The customer has since received the computer and has confirmed it is now working as intended. We certainly do apologize for any inconvenience or frustration this matter may have caused the 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** * ***Customer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceAs per the terms of the maLimited Hardware Warranty and the Return Policy ***, our representative offered technical assistance, as well as Depot service; however, the customer elected not to accept our offer of assistanceFurthermore, the original system purchase is beyond the return period; therefore, their request for a refund is respectfully deniedWe remain available to assist within the terms of the Limited Hardware Warranty and our other policiesShould Mr*** have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at ***.Sincerely,Advanced Resolution Group Incident ID: ***Dell
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
Complaint: ***
I am rejecting this response because:I have been asking the business' representative to provide details, in writing, about what the company plans to do about the fact the laptop was returned from their repair depot damaged on the corner as though it had been dropped on a hard surface.I have emailed the representative four times over the past week asking them to tell me how they plan to deal with the situationAll I get are emails asking me to reply to the email, which makes no senseThe representative has not yet provided me with any additional information though he has said in a previous email that the company would be willing to service the laptop either in the repair depot or in an on-site serviceI have tried to call the representative twice since and emailed him four times since May 8th asking for details; both times the representative was unavailableI have emailed four times since May 8th asking for him to provide details in writingAll I have received in response is a request to call back, or to "respond to emails" despite the fact that I have been replying immediately asking them to reply in writing, repeatedly
Regards,
*** ***
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,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***-**Our representative, ***, contacted Mr*** ** and, as a onetime goodwill gesture, offered Mr** the repairs at Dell’s expenseMr** agreedOur records
indicate the system has been repaired and returned to the customer and Mr** confirms the system has been received
We regret any dissatisfaction the **’s may have experienced and *** may be contacted via email at ***@Dell.com
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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, contacted Ms***, and respectfully denied her request for a system exchange*** offered her service per the terms and conditions of
the Dell Limited Warranty, however; Ms*** declined ***’s offer for technical assistanceWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell Experience*** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Complaint: ***
I am rejecting this response because:There are issues here - one of the issues is in the realm of electronics and the other issue is in the realm of service. You say that batteries are considered consumables and deteriorate over timeThe time I am talking about is monthsAny battery that I receive should have at least a month lifespanI ran the battery through Dell's own Diagnostics Tool and it said it was at the end of lifespanIs months really the standard for Dell batteries?Furthermore, you did not comment on the conversation I had with the representative from Dell's Advanced Support TeamI would to reiterate that the representative said if I had reported the battery issue within months, then Dell could do something about itI then informed the representative that it is indeed still within monthsThe representative then lied to me and said that he did not say months, but instead said monthsPlease listen to the recording of our conversationDo you have any response to this conversation we had? I await your response
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell has refused to refund my money even though I have had issues for the past 1-1/year with their tablet I have no option left but to take legal action against Dell Dell has re-worked, refurbished, replaced and still I do not have a working tablet I spent $for a tablet and keyboard and have nothing Dell has not acted in good faith nor have they provided satisfactory customer service At this point I have zero faith in the dependability and/or performance of their product(s)
Regards,
*** ***
A Dell representative is working with Mr*** *** to achieve a resolution for his concernsOur representative may be contacted via e-mail at ***@Dell.com
Complaint: ***
I am rejecting this response because:Dell did not address the issue at handThe replacement arrived damaged and not in "new" condition like I had paid forThe box was severely damaged, which caused damage to the collectible game bookIf I had only wanted a working disc, then I would have bought it used*** was dismissive and did not understand that it is the responsibility of Dell to provide the product that they described on their website.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:As already mentioned over the phone AND via e-mail Dell has already attempted to repair my Laptop times now without any success. The problem stemming from March still exists, and they have failed repeatedly to try and resolve the issue. I have already taken days off work in order for them to try and repair my laptop using their on-site service. I will absolutely not take any more repair attempts given it has already wasted a significant amount of time not only to sthe repair, but to discuss on the phone and with the service provider the issues with my laptop. Each repair takes a day off work and hours over the phone and with the service person troubleshooting. Dell has already replaced all key components of my laptop several times with no resolution. Again - I have already told them this via my e-mail to them on May 23, 2016. Also I would like to point out that A) They already approved a replacement Laptop for me on May 3, via e-mail (I still have the proof), and then days later they took back the approval. I would also like to stress that when I accepted a 3rd and FINAL repair try on my laptop on May 15, over the phone with Alienware Resolution Expert *** (***@dell.com), that he promised me that the 3rd repair try would be the final attempt at which point they would offer a replacement if it was not successful. These calls are recorded, and I am sure they have proof of this. I wouldn't have agreed to a 3rd repair try if they didn't promise this. I don't understand why the keep deliberately making lies to me and going back on their word with their futile attempts to repair and replace the same parts over and over with no change in result. This is the definition of Insanity. I have now been without a working laptop for over months! How much longer, and how many more repair attempts do I have to entertain before being offered my refund or replacement? As per the terms of the warranty Dell MUST refund or replace my laptop with an equal or better laptop if they cannot repair my laptop. I believe changes is enough to prove that clearly they cannot fix the problem. Their excuse of after days is laughable given they have sent many replacements and offered several refunds after days, and nowhere in the warranty does it mention the days, otherwise nobody would ever purchase a Dell Laptop. Dell has lied to me via e-mail or over the phone several times now and keeps asking to repair a laptop that has already been repaired times. This is the definition of corrupt business practices. I was willing to accept a replacement months ago, but now that I have had to experience Dell's customer service and technical support, given my warranty expires in October and they will be unwilling to renew it, I have lost all faith in Dell's products and services and want a full refund of my original laptop and warranty payments. Thank you, ***
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this complaint resolved. The months to consolidate gift cards has left me with gift cards and little options for decent sales until this fall. It is what it is.
*** ***
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,
*** ** ***
Complaint: ***
I am rejecting this response because: Will Dell answer my question here: Does Dell still hold the belief that Dell cancelled my order because I was placed the order in an illegitimate way? If Yes, can you show me ANY evidence?
Regards,
*** **
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionDell representative *** contacted the customer and explained due to the pattern of purchasing from Dell it has been determined he is an unauthorized resellerWe understand the customers desire to get the
coupon as offered for each order processedHowever, this offer is for customers that are individual purchasers and not meant for persons that purchase system or products in bulk for the purpose of resalePer Dell policy; Dell resellers are not eligible for offers presented online or at the point of sale that are meant for individual consumer customersSincerely, 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 the credit for order# *** has been posted to the original form of paymentOur representative also followto 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 ***[email protected], 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 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. *** has processed a refund that should show in the customer’s next billing cycle. 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 GroupIncident 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 submissionOur records indicate the Dell
representative; *** was instrumental in assisting the customer with her broken hinge issue by sending the computer to the depot for repair. The customer has since received the computer and has confirmed it is now working as intended. We certainly do apologize for any inconvenience or frustration this matter may have caused the 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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** * ***Customer expressed dissatisfaction with Dell service and support and wants a refundWe regret any dissatisfaction they may have experienced and appreciate the feedbackSince the date of the submission, a Dell representative contacted the customer to discuss their concerns and provide assistanceAs per the terms of the maLimited Hardware Warranty and the Return Policy ***, our representative offered technical assistance, as well as Depot service; however, the customer elected not to accept our offer of assistanceFurthermore, the original system purchase is beyond the return period; therefore, their request for a refund is respectfully deniedWe remain available to assist within the terms of the Limited Hardware Warranty and our other policiesShould Mr*** have any additional concerns regarding this case, he can reach out to our representative directly by e-mail at ***.Sincerely,Advanced Resolution Group Incident ID: ***Dell
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
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Complaint: ***
I am rejecting this response because:I have been asking the business' representative to provide details, in writing, about what the company plans to do about the fact the laptop was returned from their repair depot damaged on the corner as though it had been dropped on a hard surface.I have emailed the representative four times over the past week asking them to tell me how they plan to deal with the situationAll I get are emails asking me to reply to the email, which makes no senseThe representative has not yet provided me with any additional information though he has said in a previous email that the company would be willing to service the laptop either in the repair depot or in an on-site serviceI have tried to call the representative twice since and emailed him four times since May 8th asking for details; both times the representative was unavailableI have emailed four times since May 8th asking for him to provide details in writingAll I have received in response is a request to call back, or to "respond to emails" despite the fact that I have been replying immediately asking them to reply in writing, repeatedly
Regards,
*** ***
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,
*** ***