Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerSince the date of the submission, a Dell representative *** is attempting to contact the customer by telephone and e-mail to discuss their concerns however, to date; there has been no response to the representative’s contact attemptsDell has also confirmed the representative has attempted several times to reach the customer during the times requestedPlease note that Dell makes every effort to do callbacks at the times requested but when it is a limited time frame the customer is requesting this cannot always be accomplishedDell has a thirty (30) day return period and, as the order invoiced during December, 2016, a return for a refund would not be an optionDell representative remains available to assist the customerDell will be happy to provide the shipping material at no cost to have the system brought into the depot for further diagnostic testingWe ask that the customer follow up with the representative by emailing ***Sincerely, 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 concernsAfter further review, our representative processed a replacement cable for the hard drive and
followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at ***@DellTeam.com, in case Mr*** has any further concerns regarding this case
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 concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur records
show that the replacement order# *** was delivered to Mr*** on June 9, under FedEx tracking# ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
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. The customer’s computer has been repaired at the depot and returned to her. 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
Complaint: ***
I am rejecting this response because the response states that the dell representative assisted with the technical repairs of the computer and it is now working. Although the computer is working, no one from Dell ever assisted with any repairs, they pushed me from one person to the next mandating that I tell the same story over and over again. Dell required me to provide all technical information over and over, many times acting like they did not understand. The computer is under warranty, but Dell does not provide service. Dell has done NOTHING at all to resolve this issue.
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
Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed regarding receipt of unwanted marketing materialDell representative, *** contacted the customer and apologized for the experienceWe appreciate your taking the time to bring this matter to our attentionPlease understand that Dell must provide publishers with mailing lists weeks in advance, to allow time for printing and mail processingAs a result, it may take up to days before an opt-out request becomes fully effectivePlease accept our sincere apologies for any inconvenience this may have causedYou may contact me directly by email at *** for any further assistance you may need in this matterSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** * ***Customer expressed dissatisfaction with Dell service and support and wants a refund for their VIZIO TVWe 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 concernsOur representative explained the terms of sale and the return policy, located at ***Furthermore, Dell’s return policy states that a return for credit is limited to the first thirty days from the invoice dateOur records indicate, the purchase was made during November 2017; therefore, their request for a refund was respectfully deniedCustomer was also referred to VIZIO for further related service and support for their TVShould Ms*** have any additional concerns regarding this case, she can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***.Sincerely, Advanced Resolution GroupIncident ID: ***Dell
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,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMs*** expressed dissatisfaction with Dell service and support and wants her computer repaired, replaced, or a refundWe regret any dissatisfaction she may have experienced and appreciate the feedback
providedDell records indicate the original computer was purchased from a third party so a return to Dell for a refund would not be an optionThe original purchase included a one year warranty which expired during so a replacement or free hardware support will not be offered by DellSince the date of the submission, a Dell representative contacted Ms*** to discuss her concerns and provide options for supportOur representative offered to assist in having the hold removed from Ms***’s account if she would provide the return shipping information for the original computer which Dell replaced with an exchangeOur representative provided contact information and will remain available to assist however, to date, there has been no response to his follow up contact attemptsShould Ms*** still need assistance, we ask that she contact our representative for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint:
I am rejecting this response because: this issue is unresolved I shipped in my old laptop so the level engineers at Dell could attempt to reproduce the issue on a computer that is verified to have the problem I have not heard back yet on the results of their testing and there has not been a response regarding the touchpad driver, which was the primary reason that this complaint was submitted Please do not attempt to close this case until the level engineers have had a chance to reproduce the issue and an appropriate driver fix can be released for the laptop
Regards,
*** ***
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 the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative informed him that the order was canceled due to product availability issues and
cannot be reinstated or replaced with a different product; furthermore, the promotion has expiredThe representative also explained the terms and conditions of sale
***
Our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handAs a onetime gesture of goodwill and in the interest of customer satisfactions, our representative offered 10% discount on a new purchase of the same model at current market price; however, Mr*** elected not to accept our offer of assistanceHis request for promotional price was respectfully deniedWe 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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his correspondenceOur records show that the unit has been out of warranty as of June 12, The representative
also explained the terms of sale, limited hardware warranty, and return policy
***
***
***
Please note that our representative offered fee-based service and support; however, Mr*** elected not to accept our offer of assistanceHis request for free service and support was respectfully deniedMr*** is most welcome to take advantage of our out of warranty fee based service and support by calling ###-###-####
***
We 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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the terms of sale, limited hardware warranty, and return policy
***
***
***
After further review, our representative processed an onsite service, which was completed on May 9, Our representative also followwith Mr*** to confirm resolutionHis request for a refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur 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,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell’s out of warranty support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate Mr*** purchased a computer during February, 2015, with a one year warranty Recently, he contacted Dell and paid for out of warranty support to have the computer repaired Our technical representatives determined the computer was beyond economical repair and offered to return the computer unrepaired and refund his fees Mr*** objected and threatened legal action if the computer was not replaced Instead of a refund, Dell processed a certified refurbished exchange computer, per Mr*** approval, at no additional charge Once the exchange computer was shipped to Mr***, he began asking for additional concessions such as a $refund or a printer which our representatives denied Mr*** is now requesting a full refund of the funds used to process the replacement computer Since the date of the submission, a Dell representative contacted Mr*** and tried to explain why a refund was not an option Mr*** is dissatisfied with this response Our representative provided their contact information should there be any further questions regarding this matter Sincerely,Advanced Resolution Group
*** *** ***Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative processed a replacement part for order# ***
Our records show that the replacement part was delivered on October 12th, under *** tracking# ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and our records indicate the funds have been applied back to the gift cardsWe regret any dissatisfaction Mr*** may have
experienced and *** may be contacted via email at ***@Dell.comSincerely, Advanced Resolution Group Incident ID: *** Dell Inc
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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerSince the date of the submission, a Dell representative *** is attempting to contact the customer by telephone and e-mail to discuss their concerns however, to date; there has been no response to the representative’s contact attemptsDell has also confirmed the representative has attempted several times to reach the customer during the times requestedPlease note that Dell makes every effort to do callbacks at the times requested but when it is a limited time frame the customer is requesting this cannot always be accomplishedDell has a thirty (30) day return period and, as the order invoiced during December, 2016, a return for a refund would not be an optionDell representative remains available to assist the customerDell will be happy to provide the shipping material at no cost to have the system brought into the depot for further diagnostic testingWe ask that the customer follow up with the representative by emailing ***Sincerely, 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 concernsAfter further review, our representative processed a replacement cable for the hard drive and
followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at ***@DellTeam.com, in case Mr*** has any further concerns regarding this case
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 concernsIn the interest of customer satisfaction, our representative processed a replacement unitOur records
show that the replacement order# *** was delivered to Mr*** on June 9, under FedEx tracking# ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
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. The customer’s computer has been repaired at the depot and returned to her. 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
Complaint: ***
I am rejecting this response because the response states that the dell representative assisted with the technical repairs of the computer and it is now working. Although the computer is working, no one from Dell ever assisted with any repairs, they pushed me from one person to the next mandating that I tell the same story over and over again. Dell required me to provide all technical information over and over, many times acting like they did not understand. The computer is under warranty, but Dell does not provide service. Dell has done NOTHING at all to resolve this issue.
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
Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed regarding receipt of unwanted marketing materialDell representative, *** contacted the customer and apologized for the experienceWe appreciate your taking the time to bring this matter to our attentionPlease understand that Dell must provide publishers with mailing lists weeks in advance, to allow time for printing and mail processingAs a result, it may take up to days before an opt-out request becomes fully effectivePlease accept our sincere apologies for any inconvenience this may have causedYou may contact me directly by email at *** for any further assistance you may need in this matterSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Ms*** * ***Customer expressed dissatisfaction with Dell service and support and wants a refund for their VIZIO TVWe 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 concernsOur representative explained the terms of sale and the return policy, located at ***Furthermore, Dell’s return policy states that a return for credit is limited to the first thirty days from the invoice dateOur records indicate, the purchase was made during November 2017; therefore, their request for a refund was respectfully deniedCustomer was also referred to VIZIO for further related service and support for their TVShould Ms*** have any additional concerns regarding this case, she can reach out to Dell by phone, email or chat by visiting *** or for online assistance at ***.Sincerely, Advanced Resolution GroupIncident ID: ***Dell
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,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submissionMs*** expressed dissatisfaction with Dell service and support and wants her computer repaired, replaced, or a refundWe regret any dissatisfaction she may have experienced and appreciate the feedback
providedDell records indicate the original computer was purchased from a third party so a return to Dell for a refund would not be an optionThe original purchase included a one year warranty which expired during so a replacement or free hardware support will not be offered by DellSince the date of the submission, a Dell representative contacted Ms*** to discuss her concerns and provide options for supportOur representative offered to assist in having the hold removed from Ms***’s account if she would provide the return shipping information for the original computer which Dell replaced with an exchangeOur representative provided contact information and will remain available to assist however, to date, there has been no response to his follow up contact attemptsShould Ms*** still need assistance, we ask that she contact our representative for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
Complaint:
I am rejecting this response because: this issue is unresolved I shipped in my old laptop so the level engineers at Dell could attempt to reproduce the issue on a computer that is verified to have the problem I have not heard back yet on the results of their testing and there has not been a response regarding the touchpad driver, which was the primary reason that this complaint was submitted Please do not attempt to close this case until the level engineers have had a chance to reproduce the issue and an appropriate driver fix can be released for the laptop
Regards,
*** ***
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
Thank you for the letter from *** ***Our representative has contacted the customer to discuss the contents
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative informed him that the order was canceled due to product availability issues and
cannot be reinstated or replaced with a different product; furthermore, the promotion has expiredThe representative also explained the terms and conditions of sale
***
Our marketing vehicles include messaging that promotional offerings are subject to change and may be limited to quantities on handAs a onetime gesture of goodwill and in the interest of customer satisfactions, our representative offered 10% discount on a new purchase of the same model at current market price; however, Mr*** elected not to accept our offer of assistanceHis request for promotional price was respectfully deniedWe 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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his correspondenceOur records show that the unit has been out of warranty as of June 12, The representative
also explained the terms of sale, limited hardware warranty, and return policy
***
***
***
Please note that our representative offered fee-based service and support; however, Mr*** elected not to accept our offer of assistanceHis request for free service and support was respectfully deniedMr*** is most welcome to take advantage of our out of warranty fee based service and support by calling ###-###-####
***
We 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,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the terms of sale, limited hardware warranty, and return policy
***
***
***
After further review, our representative processed an onsite service, which was completed on May 9, Our representative also followwith Mr*** to confirm resolutionHis request for a refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur 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,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell’s out of warranty support and wants a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Dell records indicate Mr*** purchased a computer during February, 2015, with a one year warranty Recently, he contacted Dell and paid for out of warranty support to have the computer repaired Our technical representatives determined the computer was beyond economical repair and offered to return the computer unrepaired and refund his fees Mr*** objected and threatened legal action if the computer was not replaced Instead of a refund, Dell processed a certified refurbished exchange computer, per Mr*** approval, at no additional charge Once the exchange computer was shipped to Mr***, he began asking for additional concessions such as a $refund or a printer which our representatives denied Mr*** is now requesting a full refund of the funds used to process the replacement computer Since the date of the submission, a Dell representative contacted Mr*** and tried to explain why a refund was not an option Mr*** is dissatisfied with this response Our representative provided their contact information should there be any further questions regarding this matter Sincerely,Advanced Resolution Group
*** *** ***Dell
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsAfter further review, our representative processed a replacement part for order# ***
Our records show that the replacement part was delivered on October 12th, under *** tracking# ***Our representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and our records indicate the funds have been applied back to the gift cardsWe regret any dissatisfaction Mr*** may have
experienced and *** may be contacted via email at ***@Dell.comSincerely, Advanced Resolution Group Incident ID: *** Dell Inc
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