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
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 issued a system exchange to replace the customer’s computer which has been delivered. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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
Today’s Date: 12/24/2015 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 correspondenceWe thank the
customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . 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 customerThank you for providing a copy of the submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative confirmed that the customer has received both gift cards and the matter is resolvedIf the customer has any further questions we request the customer contact the representative ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative *** apologized for the problemsThe representative took control of the system and did appropriate troubleshooting stepsThe representative confirmed issue is resolvedPlease have the customer contact the representative by email ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because: My position has not changed either I am not going to pay an additional $to send the laptop back when the laptop was under warranty when we reached out to Dell Perhaps Dell needs to spend more time locating the conversations with my daughter instead of insinuating that their customers are liars because the conversations DO exist Perhaps they should even try to locate the record of the conversations in the same place where they (finally) located all the information on my laptop that they didn't think existed either Or did Dell forget that this is the root of the problem? Dell could not locate a laptop that we purchased from Dell even after several phone calls and hours of time on the phone with them How can a computer company (Dell) not find records in their computer?? If Dell had located my laptop in a timely manner, the warranty would not have lapsed Isn't it convenient that the laptop was "suddenly" located after the warranty ran out?? Their resolution to my problem is absurd and they are not going to get another dime from me
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our records indicate the credit has been applied to the original form of paymentHowever; Mr*** has not responded to subsequent contact attemptsWe regret the
dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and dispatched a return for creditWe are awaiting receipt of the item to initiate credit to the original form of payment
Our representative remains available to assistWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted *** *** *** to achieve a resolution for his concernsOur representative may be contacted via e-mail at ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a
product returnOur records show that the credits for orders *** & *** have been posted to the original form of payment, which should reflect on his next billing statementOur 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
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 providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations to stop receiving marketing materials from Dell addressed to a previous recipient We regret that the customer was
unable to stop unwanted mailings from Dell through processes and appreciate them taking the time to contact us regarding this matter Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative will make every effort to have the mailings stopped and will remain available for follow up should the customer receive future unwanted correspondence from Dell Please understand that the publishers are provided mailing lists weeks in advance and it may take several weeks before the lists are updated in order for the customer’s name to be removed The customer may contact our representative at *** 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 Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that the Black Friday promotion had expiredPlease note that
our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handHis request for promotional price was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our representative may be contacted directly by email at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with communication and processing expectations for a recent Dell orderWe regret any miscommunication which may have occurred and appreciate the feedbackDell makes every
effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and DellSometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errorsSince the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect priceWe ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matterSincerely, Executive Support Team Incident 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 order We regret any miscommunication which may have occurred and appreciate the feedback
When a customer places an order, Dell cannot guarantee a specific shipment date and must rely on estimates based on inventory on hand and time it takes to build, test, and ship computers Since the date of the complaint, a Dell representative contacted the customer and remained available until the computer shipped Subsequently, our representative, for customer satisfaction reasons, processed a 10% refund which the customer should see on his next monthly billing statement Our representative made multiple attempts to follow up with the customer however, to date, there has been no response to our representative’s follow up contact attempts Should the customer still need assistance, we ask that he 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 *** ***Per the terms and conditions of the Dell Limited Hardware
Warranty found at: ***, the limited warranty does not cover problems that result, directly or indirectly, from using accessories, parts or components not supplied by Dell and may be voided by Dell, at Dell's sole discretion, if third party products, that were not provided by Dell, are installed on your Dell systemOur representative has been in contact with the customer and respectfully denied his request for reimbursementSincerely, Advanced Resolution Group Incident 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 concerns and explained the terms of sale
***
Our representative informed Mr*** that the orders could not be processed at the price he requested due to a pricing errorFurthermore, as per Dell policy, we would be unable to reinstate the orders at the incorrect pricePlease note that Dell makes every effort to avoid errors on the Dell website, as we fully understand the bad experience it can cause our customers and DellSometimes an error may occur and for this reason, throughout Dell’s website, there is messaging which indicates, Dell reserves the right to cancel orders arising from pricing or other errors. Credit for the invalid order has been posted to the original form of paymentWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience Our representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc
Dell representative, *** has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at ***@dell.com for any further assistance they may need regarding this matter
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
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 issued a system exchange to replace the customer’s computer which has been delivered. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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
Today’s Date: 12/24/2015 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 correspondenceWe thank the
customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com . 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 customerThank you for providing a copy of the submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative confirmed that the customer has received both gift cards and the matter is resolvedIf the customer has any further questions we request the customer contact the representative ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative *** apologized for the problemsThe representative took control of the system and did appropriate troubleshooting stepsThe representative confirmed issue is resolvedPlease have the customer contact the representative by email ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***
I am rejecting this response because: My position has not changed either I am not going to pay an additional $to send the laptop back when the laptop was under warranty when we reached out to Dell Perhaps Dell needs to spend more time locating the conversations with my daughter instead of insinuating that their customers are liars because the conversations DO exist Perhaps they should even try to locate the record of the conversations in the same place where they (finally) located all the information on my laptop that they didn't think existed either Or did Dell forget that this is the root of the problem? Dell could not locate a laptop that we purchased from Dell even after several phone calls and hours of time on the phone with them How can a computer company (Dell) not find records in their computer?? If Dell had located my laptop in a timely manner, the warranty would not have lapsed Isn't it convenient that the laptop was "suddenly" located after the warranty ran out?? Their resolution to my problem is absurd and they are not going to get another dime from me
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our records indicate the credit has been applied to the original form of paymentHowever; Mr*** has not responded to subsequent contact attemptsWe regret the
dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
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
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by *** ***Our representative has been in contact with the customer and dispatched a return for creditWe are awaiting receipt of the item to initiate credit to the original form of payment
Our representative remains available to assistWe regret any dissatisfaction which may have been experienced and appreciate the feedback providedSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted *** *** *** to achieve a resolution for his concernsOur representative may be contacted via e-mail at ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAs a gesture of goodwill and in the interest of customer satisfaction, our representative processed a
product returnOur records show that the credits for orders *** & *** have been posted to the original form of payment, which should reflect on his next billing statementOur 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
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 providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations to stop receiving marketing materials from Dell addressed to a previous recipient We regret that the customer was
unable to stop unwanted mailings from Dell through processes and appreciate them taking the time to contact us regarding this matter Since the date of the submission, a Dell representative contacted the customer to provide assistance Our representative will make every effort to have the mailings stopped and will remain available for follow up should the customer receive future unwanted correspondence from Dell Please understand that the publishers are provided mailing lists weeks in advance and it may take several weeks before the lists are updated in order for the customer’s name to be removed The customer may contact our representative at *** 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 Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that the Black Friday promotion had expiredPlease note that
our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handHis request for promotional price was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience. Our representative may be contacted directly by email at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with communication and processing expectations for a recent Dell orderWe regret any miscommunication which may have occurred and appreciate the feedbackDell makes every
effort to avoid errors on the Dell site and in our communications with customers as we fully understand the bad experience it can cause Dell customers, and DellSometimes an error may occur and, for this reason, throughout Dell’s site, there is messaging which indicates Dell reserves the right to cancel orders arising from pricing or other errorsSince the date of the submission, a Dell representative contacted the customer to advise that the order could not be placed at the price he requested due to a pricing error and, per Dell policy we would be unable to process an order at the incorrect priceWe ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matterSincerely, Executive Support Team Incident 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 order We regret any miscommunication which may have occurred and appreciate the feedback
When a customer places an order, Dell cannot guarantee a specific shipment date and must rely on estimates based on inventory on hand and time it takes to build, test, and ship computers Since the date of the complaint, a Dell representative contacted the customer and remained available until the computer shipped Subsequently, our representative, for customer satisfaction reasons, processed a 10% refund which the customer should see on his next monthly billing statement Our representative made multiple attempts to follow up with the customer however, to date, there has been no response to our representative’s follow up contact attempts Should the customer still need assistance, we ask that he 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 *** ***Per the terms and conditions of the Dell Limited Hardware
Warranty found at: ***, the limited warranty does not cover problems that result, directly or indirectly, from using accessories, parts or components not supplied by Dell and may be voided by Dell, at Dell's sole discretion, if third party products, that were not provided by Dell, are installed on your Dell systemOur representative has been in contact with the customer and respectfully denied his request for reimbursementSincerely, Advanced Resolution Group Incident 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 concerns and explained the terms of sale
***
Our representative informed Mr*** that the orders could not be processed at the price he requested due to a pricing errorFurthermore, as per Dell policy, we would be unable to reinstate the orders at the incorrect pricePlease note that Dell makes every effort to avoid errors on the Dell website, as we fully understand the bad experience it can cause our customers and DellSometimes an error may occur and for this reason, throughout Dell’s website, there is messaging which indicates, Dell reserves the right to cancel orders arising from pricing or other errors. Credit for the invalid order has been posted to the original form of paymentWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience Our representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc
Dell representative, *** has been in contact with the customer to address these issues however a final resolution has yet to be reachedWe ask that the customer contact our representative at ***@dell.com for any further assistance they may need regarding this matter