Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, dispatched onsite service for the customerOur records indicate the service was completed successfully and Ms*** has not reported
any further issues, however; Ms*** has not responded to subsequent contact attemptsWe regret any dissatisfaction she may have experienced and *** may be contacted via email at ***_***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe Dell representative has been in contact with the customer in regards to the prepaid gift cardThe vendor the customer purchased the gift card through has been notified of the requestThe customer has been instructed to contact the 3rd party vendor for the fundsThe customer may contact our representative for any further assistance they may need regarding this matterSincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with Dell service and support and wants a promotion reinstated for items he ordered which he wants to return as they were not compatible for his useSince the date of the
submission, a Dell representative contacted Mr*** to discuss his concernsIt appears a return authorization was in process and, as a one-time goodwill gesture for customer satisfaction reasons, our representative processed a concession coupon to assist Mr*** with a future purchase from Dell. Our representative provided contact information and will remain available should Mr*** need follow up assistance in this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission. Ms*** expressed dissatisfaction with Dell support regarding her request for a new exchange computer and unwanted support for which she has an unauthorized chargeMs*** indicated she
received a call from someone identifying themselves as being from Dell. We are aware that unauthorized callers are using the Dell company name to potentially coerce customers into making fraudulent payments in return for unsolicited support. This is recognized as an on-going industry wide issue when unsolicited technical support calls come from individuals using a variety of company names. Since the date of the complaint, a Dell representative contacted Ms*** to discuss her concerns and provide information for reporting this information to the FTC which is investigating call scams. She indicated she received a refund from her bank.Per the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty termsDell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchased. Our representative remained in contact with Ms*** to process an exchange and a replacement computer has been sent to herOur representative provided contact information and will remain available should she need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident 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 concernsOur representative worked with our account verification team to resolve the matterPlease note
that a partial credit for order# *** 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 by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsThe representative worked with our account verification team to resolve this matterOur records
show that on May 4, a tax credit for order# ***, in the amount of $was posted to the original form of paymentOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***@dell.com, in case Ms*** 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
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 replaced the customer’s lost computer. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Complaint: ***
I am rejecting this response because: with the over laptops I recieved back thumb drive and why hasn't DELL even responded about the COA "certificate of Authorization" AKA the product key number for windows that was supposed to be on a sticker applied to the laptopif this windows crashes or hard drive crashes I have ZERO access to my windows programDELL is holding out and they should be getting a notice from the FTC and ohio's AG's office about this
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The DELL ink cartridges are under a one year warranty Dell is refusing to honor the ink warrantyDell had no interest in what happened to the ink Why were cartridges empty out of 11? The remainder of the case is still in sealed boxes Dell did not want any information from the boxes The store these came from is now closed up and is not going to reopenCustomer service sent me on a runaround from their tech department to customer service, tech to customer service for over an hour with the same rep pretending that he hadn't talked to me and acted like the complaint was a joke They could not explain the ink problem or give me an expiration date They did not know or wouldn't say because they are in brand new boxes Customer service is not doing Dell any favors I will never buy another Dell product again and if anyone ever asked for a recommendation, I would say DO NOT BUY DELL! They have not only shorted their customers on ink for years, but now they are selling cartridges empty and will not honor their warranty
Regards,
*** ***
Dear Revdex.com, Our records indicate under that a Dell representative did follow up with the customerThe representative has confirmed the warranty is in placeWe have noted the customer feedback and appreciate his businessSincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer apologized for the delay and confirmed the gift card has been receivedWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@Dell.com Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:
Dell incompetence to released a firmware that broke many computers globally should be in the position to replace the faulty motherboardDell is aware of the faulted bios issue, yet they continue to be in denial of the factsI am very dissatisfied with the response of their litigation team.
Regards,
*** ***
Dear Revdex.com,
Dell makes every effort to avoid errors on the Dell siteHowever; sometimes 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 errorsOur
representative has contacted the customer to advise that the order, per Dell policy, could not be placed at the price they requested due to a pricing errorWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided
Sincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
I have never contacted the Revdex.com before- but the only reason I did was because I believe the product I purchased is not a good product- *I have had two other Dell products and never had a problem such as this(as well as cell phone and other electronic devices- they all last longer than a year and dont keep breaking)- so I believe the product is bad- not because of a warranty - I understand a warranty I understand things break-what I am saying this particular product is faulty and I want a refund or a new product because it will break again even if I pay a million to fix it -it will just break again and I will loose all my information again as it has already twice in under a year an half of useSo please stop explaining what a warranty is and take back this faulty non-working laptop and give me a refund or replace it with a machine that does work because I am tired of paying for something that will keep breaking costing me time- energy-money; as well as the valuable time of the Revdex.comDell is a large company and I am sure it can find a way to make this happen*** ***
Complaint: ***
I am rejecting this response because: Bestbuy doesn't have access to Dell registration servers to change anythingIf someone bought the laptop with cash and returned itHow will bestbuy know who returned it?
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that the warranty had expired on February 14th, Please note
that our representative offered fee based out of warranty service; however, Mr*** elected not to accept our offer of assistanceHis request for a free operating system media was respectfully deniedWe 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,
Our records indicate that Dell representative *** is working on the credit and will follow up with the customer once completedPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Complaint: ***
I am rejecting this response because:Enough is enoughDell has failed to provide me with a working laptop since my original purchase in October. The newest screen that was replaced by the onsite technician is also faulty as wellThere is physical debris inside the display, meaning a manufacturing errorThis would have happened if the screen were put in at my house, at Dell's depot, or out in the woods. Also, this screen still fails to fix the biggest issue with this computerThe replacement laptop they sent me has a hardware/software feature called G-SyncThis feature shuts off the lower power graphics card (integrated graphics) and makes the LCD screen and the Nvidia Graphics card in the laptop work together to synchronize their images with one anotherThis feature is supposed to save power and provide a better image.Since the original screen replacement, this feature has not worked at all, NOR can I re-enable the low power graphics to save power.Why is this an issue? Well, this laptop is owned by a Mechatronic Engineering Student (Myself) and is used for my degree. Because Dell has dismissed this issue time and time again, I cannot make it through a single minute class without the laptop running out of batteryThis is completely unacceptable, and I truly can't believe Dell is dismissing this when they (Dell) have damage my academic career by not providing me a working laptop.It's clear to me that Dell is trying to push this issue off to Costco, but I believe that is unfairThey are not the bad guys here.I went to Alienware (Dell) as soon as the computer started to have issues, because I am a firm believer in big brand faithLarge companies are supposed to have the resources to fix these kinds of problems. Instead of solving this issue for me, Dell has beaten around the bush so to say, and failed to provide a working laptopIn almost months!I'm tired of being lied to and deceived by Dell and am ready to get out of this nightmare they have caused meMy academic career has suffered because of this whole scenario and that's something that I DO NOT take lightly.
Regards,
*** ***
Dell representative *** worked with this customer to resolve the issues as reported in the complaintThe issues are resolved and this case is closedOur representative may be reached at ***@dell.com
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, dispatched onsite service for the customerOur records indicate the service was completed successfully and Ms*** has not reported
any further issues, however; Ms*** has not responded to subsequent contact attemptsWe regret any dissatisfaction she may have experienced and *** may be contacted via email at ***_***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe Dell representative has been in contact with the customer in regards to the prepaid gift cardThe vendor the customer purchased the gift card through has been notified of the requestThe customer has been instructed to contact the 3rd party vendor for the fundsThe customer may contact our representative for any further assistance they may need regarding this matterSincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMr*** expressed dissatisfaction with Dell service and support and wants a promotion reinstated for items he ordered which he wants to return as they were not compatible for his useSince the date of the
submission, a Dell representative contacted Mr*** to discuss his concernsIt appears a return authorization was in process and, as a one-time goodwill gesture for customer satisfaction reasons, our representative processed a concession coupon to assist Mr*** with a future purchase from Dell. Our representative provided contact information and will remain available should Mr*** need follow up assistance in this matter. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Dear Revdex.com,Thank you for providing a copy of the customer’s submission. Ms*** expressed dissatisfaction with Dell support regarding her request for a new exchange computer and unwanted support for which she has an unauthorized chargeMs*** indicated she
received a call from someone identifying themselves as being from Dell. We are aware that unauthorized callers are using the Dell company name to potentially coerce customers into making fraudulent payments in return for unsolicited support. This is recognized as an on-going industry wide issue when unsolicited technical support calls come from individuals using a variety of company names. Since the date of the complaint, a Dell representative contacted Ms*** to discuss her concerns and provide information for reporting this information to the FTC which is investigating call scams. She indicated she received a refund from her bank.Per the terms and conditions of Dell’s Limited Hardware Warranty, computers which exhibit issues subject to coverage under the warranty may be replaced or repaired with refurbished parts or computers, as described in the warranty termsDell’s policy regarding refurbished exchange computers is that the replacement computer sent from Dell will have a configuration as good as or better than the computer that was originally purchased. Our representative remained in contact with Ms*** to process an exchange and a replacement computer has been sent to herOur representative provided contact information and will remain available should she need follow up assistance in this matter.Sincerely,Advanced Resolution GroupIncident 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 concernsOur representative worked with our account verification team to resolve the matterPlease note
that a partial credit for order# *** 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 by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this caseSincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsThe representative worked with our account verification team to resolve this matterOur records
show that on May 4, a tax credit for order# ***, in the amount of $was posted to the original form of paymentOur representative also followwith Ms*** to confirm resolutionWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via e-mail at ***@dell.com, in case Ms*** 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
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 replaced the customer’s lost computer. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Complaint: ***
I am rejecting this response because: with the over laptops I recieved back thumb drive and why hasn't DELL even responded about the COA "certificate of Authorization" AKA the product key number for windows that was supposed to be on a sticker applied to the laptopif this windows crashes or hard drive crashes I have ZERO access to my windows programDELL is holding out and they should be getting a notice from the FTC and ohio's AG's office about this
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The DELL ink cartridges are under a one year warranty Dell is refusing to honor the ink warrantyDell had no interest in what happened to the ink Why were cartridges empty out of 11? The remainder of the case is still in sealed boxes Dell did not want any information from the boxes The store these came from is now closed up and is not going to reopenCustomer service sent me on a runaround from their tech department to customer service, tech to customer service for over an hour with the same rep pretending that he hadn't talked to me and acted like the complaint was a joke They could not explain the ink problem or give me an expiration date They did not know or wouldn't say because they are in brand new boxes Customer service is not doing Dell any favors I will never buy another Dell product again and if anyone ever asked for a recommendation, I would say DO NOT BUY DELL! They have not only shorted their customers on ink for years, but now they are selling cartridges empty and will not honor their warranty
Regards,
*** ***
Dear Revdex.com, Our records indicate under that a Dell representative did follow up with the customerThe representative has confirmed the warranty is in placeWe have noted the customer feedback and appreciate his businessSincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer apologized for the delay and confirmed the gift card has been receivedWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@Dell.com Advanced Resolution Group Incident *** Dell Inc
Thank you for the letter from *** ***Our representative has contacted the customer to discuss the contents
Complaint: ***
I am rejecting this response because:
Dell incompetence to released a firmware that broke many computers globally should be in the position to replace the faulty motherboardDell is aware of the faulted bios issue, yet they continue to be in denial of the factsI am very dissatisfied with the response of their litigation team.
Regards,
*** ***
Dear Revdex.com,
Dell makes every effort to avoid errors on the Dell siteHowever; sometimes 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 errorsOur
representative has contacted the customer to advise that the order, per Dell policy, could not be placed at the price they requested due to a pricing errorWe regret any dissatisfaction which may have been experienced and appreciate the feedback provided
Sincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
I have never contacted the Revdex.com before- but the only reason I did was because I believe the product I purchased is not a good product- *I have had two other Dell products and never had a problem such as this(as well as cell phone and other electronic devices- they all last longer than a year and dont keep breaking)- so I believe the product is bad- not because of a warranty - I understand a warranty I understand things break-what I am saying this particular product is faulty and I want a refund or a new product because it will break again even if I pay a million to fix it -it will just break again and I will loose all my information again as it has already twice in under a year an half of useSo please stop explaining what a warranty is and take back this faulty non-working laptop and give me a refund or replace it with a machine that does work because I am tired of paying for something that will keep breaking costing me time- energy-money; as well as the valuable time of the Revdex.comDell is a large company and I am sure it can find a way to make this happen*** ***
Complaint: ***
I am rejecting this response because: Bestbuy doesn't have access to Dell registration servers to change anythingIf someone bought the laptop with cash and returned itHow will bestbuy know who returned it?
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative informed him that the warranty had expired on February 14th, Please note
that our representative offered fee based out of warranty service; however, Mr*** elected not to accept our offer of assistanceHis request for a free operating system media was respectfully deniedWe 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,
Our records indicate that Dell representative *** is working on the credit and will follow up with the customer once completedPlease have the customer contact the representative by email at ***@Dell.com with any additional concerns regarding this matter
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Complaint: ***
I am rejecting this response because:Enough is enoughDell has failed to provide me with a working laptop since my original purchase in October. The newest screen that was replaced by the onsite technician is also faulty as wellThere is physical debris inside the display, meaning a manufacturing errorThis would have happened if the screen were put in at my house, at Dell's depot, or out in the woods. Also, this screen still fails to fix the biggest issue with this computerThe replacement laptop they sent me has a hardware/software feature called G-SyncThis feature shuts off the lower power graphics card (integrated graphics) and makes the LCD screen and the Nvidia Graphics card in the laptop work together to synchronize their images with one anotherThis feature is supposed to save power and provide a better image.Since the original screen replacement, this feature has not worked at all, NOR can I re-enable the low power graphics to save power.Why is this an issue? Well, this laptop is owned by a Mechatronic Engineering Student (Myself) and is used for my degree. Because Dell has dismissed this issue time and time again, I cannot make it through a single minute class without the laptop running out of batteryThis is completely unacceptable, and I truly can't believe Dell is dismissing this when they (Dell) have damage my academic career by not providing me a working laptop.It's clear to me that Dell is trying to push this issue off to Costco, but I believe that is unfairThey are not the bad guys here.I went to Alienware (Dell) as soon as the computer started to have issues, because I am a firm believer in big brand faithLarge companies are supposed to have the resources to fix these kinds of problems. Instead of solving this issue for me, Dell has beaten around the bush so to say, and failed to provide a working laptopIn almost months!I'm tired of being lied to and deceived by Dell and am ready to get out of this nightmare they have caused meMy academic career has suffered because of this whole scenario and that's something that I DO NOT take lightly.
Regards,
*** ***
Dell representative *** worked with this customer to resolve the issues as reported in the complaintThe issues are resolved and this case is closedOur representative may be reached at ***@dell.com