A 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 he may need regarding this matter
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 Dell
representative; *** has been instrumental in assisting the customer in receiving the needed cables and adaptor in order for them to be able to setup their computer station with multiple monitors. We 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
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionWe have included a link for the customer to review her Dell invoice*** The customer purchase was $with warranty and tax her total came to $At this time Dell considers this matter resolvedAdvanced Resolution Group Incident *** Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, ***
has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has informed the customer that since he is a reseller Dell does not supply resellers with free gift card offers. 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
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 Dell
representative; *** *** spoke with the customer on Thursday, 02/11/regarding Mr***’s most recent purchasing experience with Dell. The customer shared the fact that he had placed an order with Dell and around the same period of time also with another vendor. Something went wrong with the other vendor’s order process which had caused several authorization codes to hit the customer’s bank account. In an effort to protect the customer, the bank informed Mr*** they had flagged the account as possible fraud and had canceled all authorization codes, including the code for the Dell order. Mr*** immediately contacted Dell to report the matter, but unfortunately was met with some internal obstacles. The customer felt compelled to report this matter. *** confirmed with the customer, his credit card shows Dell has been paid; Dell records indicate this as well. *** apologized to the customer for the disappointing experience, and thanked Mr*** for his honest input regarding the matter. We certainly do apologize for any inconvenience or frustration this transaction may have caused the customer. The customer has expressed his appreciation for having received ***’s phone call, and has confirmed he is enjoying his new Inspiron computer. 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a
twenty-one (21) day Return Period and, as the order invoiced during November, 2014, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to assist with the technical issues and, for customer satisfaction reasons, processed a system exchange to replace the computer 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer. Thank you for providing a copy of the submissionDell representative *** from our Alienware Corporate office out of *** has attempted several times to reach Mr*** By email and phone. Unfortunately Mr*** has not replied should he still need assistance we ask that he contact the representative by emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because: Not at any point did I reject any assistance from DellAn outsourced tech did call me to schedule an in home repair but I was unavailable due to my jobThe tech was to notify Dell then get back in touch with me as to how to proceedI in turn had to call Dell myself as the tech never called me back, it was then that I was told by Dell that the tech told them I was not availableThe tech never returned my call to reschedule in home service and the only way I found this out was by calling Dell myselfNeither Dell nor the tech returned my call
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell position remains unchanged and our records indicate the system has already been returned to the customerDell moves to close the complaintOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because: I have not yet reached resolution and have continued to be ignored by and receive incorrect information from my assigned representative
Regards,
*** ***
Complaint: ***
I am rejecting this response because:i believe dell should take some responsiblity in this, how am I supposed to know if dell is not in conjunction with this company to make money, dell should refund me the money I had to paid for a warrenty for them to fix my computer
Regards,
*** ***
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 matterIn the
interest of customer satisfaction, our representative processed a product returnOur records show that the credit for order# *** has been posted to the original form of payment, which should reflect on her next billing statementOur 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 by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of Ms***’s follsubmission Ms*** expressed dissatisfaction with Dell’s response 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 terms Our records indicate, when a parts backlog was delaying service during January, 2016, that Ms*** was offered a refurbished exchange computer which she declined Dell will not be providing a new computer exchange in this matter and the only issues our representative was allowed to assist with were software related with no indication of any hardware failure Since receiving the original submission in March, 2016, a representative has been assigned to assist Ms***On March 4th, 15th, and April 14th, our representative reached Ms*** and was told she was not available to troubleshoot On March 21st, 22nd, 23rd, 25th, and April 6th, our representative reached Ms*** and was told to call back Our representative left voice mail messages during contact attempts on April 11th, 13th, 18th, 19th, May 4th, 6th, 10th, 13th, 16th, 18th, 20th, 23rd, and 25thMs*** notified our representative she was on vacation starting on April 20th On two occasions, when our representative was able to troubleshoot with Ms*** regarding performance and connectivity issues, our representative was able to assist over the telephone and reported the system was functioning as designed.No further attempts will be made to reach Ms*** regarding this case We remain available to assist within the terms of Dell’s Limited Hardware Warranty and our other policies Should Ms*** wish to discuss this matter further, she may contact our representative at ***@Dell.com or contact Dell’s technical support representatives twenty-four hours a day, seven days a week at ###-###-#### should she need further assistance. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
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, so long as the refund is applied to my Visa card
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 his computer 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 discuss his concerns and provide assistance Our records indicate the customer is no longer in the United States and has initiated an ownership transfer in order to obtain support at his current location Our representative requested that the customer contact her once confirmation of the ownership transfer is complete so that she may further assist him 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:Reason is, I have emailed her times and never got a responseShe can reach me @ ***@yahoo.com I need her to email me please
Regards,
*** ***
Dear RevDex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Customer expressed dissatisfaction with Dell product, service and support and wants a replacement unit or 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 assistanceOur representative informed the customer that Dell has a thirty (30) day Return Period and, as the order invoiced during September, 2016, a refund would not be an option
Our representative denied the replacement or refund request and offered service and support per the terms of Dell’s Limited Hardware Warranty, which the customer declined.
We remain ready to assist the customer within the terms of the warranty and our other policiesShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.*** or for online assistance at www.***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Complaint: ***
I am rejecting this response because:
Messages from DELL As I read it, DELL was only willing to respond to offer a refund, if I would drop my complain to Revdex.com However, DELL has refused to advise VISA, that they (DELL) admit wrong doing Since my complaint to Revdex.com, DELL has continued to protest provisional credits from VISADELL has had, two provisional credits reversed !!! While in the past, when a credit was given, the charge was immediately reinstated !!! I have advised DELL, at the inception of this "dubbeling billing" I no longer want to continue with DELL ! See below !!! *** Dear Mr***, This is with reference to the correspondence that reached our corporate officeWe appreciate you taking the time to bring this issue to our attentionThank you for taking time and speaking to me earlier todaySince you were not comfortable discussing the issue over the phone and wanted in writingI would like to inform you that we have reviewed your complaint about the $charged twiceNow the $charge was for the Dell tech concierge, however we see that the order was placed twice, as per our records one order was refunded to you on 11-02-Now you already have a Dell tech concierge contract which was purchased in and the contract ends on 11-16-If you wish to cancel the order placed to extend the Dell te ***
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 a new computer and a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided
Our records indicate at the time of purchase during 2013, the customer opted for a one year Dell depot mawarranty when warranty extensions and on-site service upgrades were available As the warranty expired in 2014, an exchange computer would not be an option Dell will not provide free out of warranty support or refund the out of warranty fee paid by the customer for the service provided Per the terms and conditions of Dell’s Limited Hardware Warranty, to distinguish between software and hardware problems, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering service Software related issues can oftentimes be remedied with our technicians over the telephone Since the date of the submission, a Dell representative contacted the customer to assist with the technical issues The customer declined this assistance and, to date, has not responded to subsequent follcontact attempts Should the customer reconsider and agree to troubleshoot with our representative, we ask that she contact our representative within ten days from this response at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because it inaccurately describes the interaction between myself and DellI did not indicate to Dell that I could not send the package; I indicated that I could not send the package within the time specified by Dell due to last minute travel out of the stateDell's stamps on their package expire for some reason and I had my laptop with me and thus could not have it sent out in timeAs I advised Dell, the issue remained outstanding and requested that the either extend the date on their packaging or re-issue another dispatchThis is after Dell refused to send a technician to a location of my preference near my place of my employment and after Dell had a dispatch issued that was left out during a storm and not suitable for holding a laptop.I again request a refund as I have been in contact with Dell on this issue since late December If that is not an option, and if Dell refuses to credit me with the time I have wasted on this issue, I ask that they reissue a dispatch as the charger still does not work properly and the hinge is still broken
Regards,
*** ***
A 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 he may need regarding this matter
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 Dell
representative; *** has been instrumental in assisting the customer in receiving the needed cables and adaptor in order for them to be able to setup their computer station with multiple monitors. We 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
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionWe have included a link for the customer to review her Dell invoice*** The customer purchase was $with warranty and tax her total came to $At this time Dell considers this matter resolvedAdvanced Resolution Group Incident *** Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, ***
has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has informed the customer that since he is a reseller Dell does not supply resellers with free gift card offers. 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
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 Dell
representative; *** *** spoke with the customer on Thursday, 02/11/regarding Mr***’s most recent purchasing experience with Dell. The customer shared the fact that he had placed an order with Dell and around the same period of time also with another vendor. Something went wrong with the other vendor’s order process which had caused several authorization codes to hit the customer’s bank account. In an effort to protect the customer, the bank informed Mr*** they had flagged the account as possible fraud and had canceled all authorization codes, including the code for the Dell order. Mr*** immediately contacted Dell to report the matter, but unfortunately was met with some internal obstacles. The customer felt compelled to report this matter. *** confirmed with the customer, his credit card shows Dell has been paid; Dell records indicate this as well. *** apologized to the customer for the disappointing experience, and thanked Mr*** for his honest input regarding the matter. We certainly do apologize for any inconvenience or frustration this transaction may have caused the customer. The customer has expressed his appreciation for having received ***’s phone call, and has confirmed he is enjoying his new Inspiron computer. 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell has a
twenty-one (21) day Return Period and, as the order invoiced during November, 2014, a refund would not be an option Since the date of the submission, a Dell representative contacted the customer to assist with the technical issues and, for customer satisfaction reasons, processed a system exchange to replace the computer 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
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customer. Thank you for providing a copy of the submissionDell representative *** from our Alienware Corporate office out of *** has attempted several times to reach Mr*** By email and phone. Unfortunately Mr*** has not replied should he still need assistance we ask that he contact the representative by emailing ***@Dell.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because: Not at any point did I reject any assistance from DellAn outsourced tech did call me to schedule an in home repair but I was unavailable due to my jobThe tech was to notify Dell then get back in touch with me as to how to proceedI in turn had to call Dell myself as the tech never called me back, it was then that I was told by Dell that the tech told them I was not availableThe tech never returned my call to reschedule in home service and the only way I found this out was by calling Dell myselfNeither Dell nor the tech returned my call
Regards,
*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell position remains unchanged and our records indicate the system has already been returned to the customerDell moves to close the complaintOur representative may be contacted directly by e-mail at ***@DELL.com Sincerely, Advanced Resolution Group *** Dell Inc
Complaint: ***
I am rejecting this response because: I have not yet reached resolution and have continued to be ignored by and receive incorrect information from my assigned representative
Regards,
*** ***
Complaint: ***
I am rejecting this response because:i believe dell should take some responsiblity in this, how am I supposed to know if dell is not in conjunction with this company to make money, dell should refund me the money I had to paid for a warrenty for them to fix my computer
Regards,
*** ***
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 matterIn the
interest of customer satisfaction, our representative processed a product returnOur records show that the credit for order# *** has been posted to the original form of payment, which should reflect on her next billing statementOur 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 by e-mail at ***@Dell.com, in case Ms*** has any further concerns regarding this case.
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,Thank you for providing a copy of Ms***’s follsubmission Ms*** expressed dissatisfaction with Dell’s response 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 terms Our records indicate, when a parts backlog was delaying service during January, 2016, that Ms*** was offered a refurbished exchange computer which she declined Dell will not be providing a new computer exchange in this matter and the only issues our representative was allowed to assist with were software related with no indication of any hardware failure Since receiving the original submission in March, 2016, a representative has been assigned to assist Ms***On March 4th, 15th, and April 14th, our representative reached Ms*** and was told she was not available to troubleshoot On March 21st, 22nd, 23rd, 25th, and April 6th, our representative reached Ms*** and was told to call back Our representative left voice mail messages during contact attempts on April 11th, 13th, 18th, 19th, May 4th, 6th, 10th, 13th, 16th, 18th, 20th, 23rd, and 25thMs*** notified our representative she was on vacation starting on April 20th On two occasions, when our representative was able to troubleshoot with Ms*** regarding performance and connectivity issues, our representative was able to assist over the telephone and reported the system was functioning as designed.No further attempts will be made to reach Ms*** regarding this case We remain available to assist within the terms of Dell’s Limited Hardware Warranty and our other policies Should Ms*** wish to discuss this matter further, she may contact our representative at ***@Dell.com or contact Dell’s technical support representatives twenty-four hours a day, seven days a week at ###-###-#### should she need further assistance. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
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, so long as the refund is applied to my Visa card
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 his computer 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 discuss his concerns and provide assistance Our records indicate the customer is no longer in the United States and has initiated an ownership transfer in order to obtain support at his current location Our representative requested that the customer contact her once confirmation of the ownership transfer is complete so that she may further assist him 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:Reason is, I have emailed her times and never got a responseShe can reach me @ ***@yahoo.com I need her to email me please
Regards,
*** ***
Dear RevDex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Customer expressed dissatisfaction with Dell product, service and support and wants a replacement unit or 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 assistanceOur representative informed the customer that Dell has a thirty (30) day Return Period and, as the order invoiced during September, 2016, a refund would not be an option
Our representative denied the replacement or refund request and offered service and support per the terms of Dell’s Limited Hardware Warranty, which the customer declined.
We remain ready to assist the customer within the terms of the warranty and our other policiesShould the customer have any additional concerns regarding this case, they can reach out to Dell by phone, email or chat by visiting www.*** or for online assistance at www.***
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Complaint: ***
I am rejecting this response because:
Messages from DELL As I read it, DELL was only willing to respond to offer a refund, if I would drop my complain to Revdex.com However, DELL has refused to advise VISA, that they (DELL) admit wrong doing Since my complaint to Revdex.com, DELL has continued to protest provisional credits from VISADELL has had, two provisional credits reversed !!! While in the past, when a credit was given, the charge was immediately reinstated !!! I have advised DELL, at the inception of this "dubbeling billing" I no longer want to continue with DELL ! See below !!! *** Dear Mr***, This is with reference to the correspondence that reached our corporate officeWe appreciate you taking the time to bring this issue to our attentionThank you for taking time and speaking to me earlier todaySince you were not comfortable discussing the issue over the phone and wanted in writingI would like to inform you that we have reviewed your complaint about the $charged twiceNow the $charge was for the Dell tech concierge, however we see that the order was placed twice, as per our records one order was refunded to you on 11-02-Now you already have a Dell tech concierge contract which was purchased in and the contract ends on 11-16-If you wish to cancel the order placed to extend the Dell te ***
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 a new computer and a refund We regret any dissatisfaction she may have experienced and appreciate the feedback provided
Our records indicate at the time of purchase during 2013, the customer opted for a one year Dell depot mawarranty when warranty extensions and on-site service upgrades were available As the warranty expired in 2014, an exchange computer would not be an option Dell will not provide free out of warranty support or refund the out of warranty fee paid by the customer for the service provided Per the terms and conditions of Dell’s Limited Hardware Warranty, to distinguish between software and hardware problems, Dell requires telephone-based troubleshooting steps be performed with a Dell representative prior to rendering service Software related issues can oftentimes be remedied with our technicians over the telephone Since the date of the submission, a Dell representative contacted the customer to assist with the technical issues The customer declined this assistance and, to date, has not responded to subsequent follcontact attempts Should the customer reconsider and agree to troubleshoot with our representative, we ask that she contact our representative within ten days from this response at ***@Dell.com for any further assistance she may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because it inaccurately describes the interaction between myself and DellI did not indicate to Dell that I could not send the package; I indicated that I could not send the package within the time specified by Dell due to last minute travel out of the stateDell's stamps on their package expire for some reason and I had my laptop with me and thus could not have it sent out in timeAs I advised Dell, the issue remained outstanding and requested that the either extend the date on their packaging or re-issue another dispatchThis is after Dell refused to send a technician to a location of my preference near my place of my employment and after Dell had a dispatch issued that was left out during a storm and not suitable for holding a laptop.I again request a refund as I have been in contact with Dell on this issue since late December If that is not an option, and if Dell refuses to credit me with the time I have wasted on this issue, I ask that they reissue a dispatch as the charger still does not work properly and the hinge is still broken
Regards,
*** ***