Complaint: ***
I am rejecting this response because:We are now in to our THIRD month with this problem. Dell is STILL unable to fix the computer despite sending three tech to my house and having me send the computer to Houston Why are they claiming that they will continue to support the computer under the terms of the warranty. Since they are unable to fix it they should now simply replace it and I will sell the new one on Craigslist since I will never again own a DELL computer.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:At 12:00pm est on 12/16/I was contacted by a different agent from dell.This agent was complaining that my money was refunded to me and demanded to know why I initiated a "charge back".This agent went on and complained to me requesting to know "Why would you initiate a charge back for such a small amount of money"Where does dell get off harassing me for trying to get my money back which they originally claimed I never paid them furthermore they cited my not paying for the reason the order was canceledAfter spending a number of minutes with this agent she transferred me to her supervisor *** ***I again explained the situation, he had a hard time understanding and seemed annoyed that I wanted my money back since dell canceled the orderI and even forwarded the email from *** to *** in an attempt to help him*** *** was unwilling to work though the issue over the phone and said he had to research the issue. And would email me.I received another call from dell at 1:50pm est on 12/16/to which I was hung up onI'm not sure what that was about.I am unwilling to mark this case as resolved until dell stops harassing me about getting my money back and I know the issue is truly resolved.Furthermore I would like to clarify that dells offer of 10% off a reorder does not applyAs the *** explained to me that he would offer 10% the list price of the item IF it were available but that he would NOT match the original priceThus if I wanted to reorder the TV I would have to pay hundreds of dollars more then the original sale.I would also like to say that both the original agent that contacted me and *** should have done research on the issue of the charge back BEFORE bothering meEspecially when *** had agreed that I should have been fully refunded
Regards,
*** ***
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
Please encourage Dell.com to handle customers wellI am expecting that they can respect its customers and stop calling-back practice, which caused lots trouble for customers and dell.com itself
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has authorized a return for creditThe representative will update the customer once the order is received in and credit postedPlease have the customer contact the representative by email at ***_***@Dell.com with any additional concerns regarding this matterSincerely Advanced Resolution Group Incident *** 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 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 Since the date
of the submission, a Dell representative has attempted multiple times to contact the customer by phone and email however, to date, there has been no response by the customer to the contact attempts Should the customer still need assistance, we ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by 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 the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and explained the terms of sale
***
Our representative informed Mr*** that the orders could not be processed at the price he requested due to a pricing errorFurthermore, as per Dell policy, we would be unable to reinstate the orders at the incorrect pricePlease note that Dell makes every effort to avoid errors on the Dell website, as we fully understand the bad experience it can cause our customers and DellSometimes an error may occur and for this reason, throughout Dell’s website, there is messaging which indicates, Dell reserves the right to cancel orders arising from pricing or other errors. Credit for the invalid order has been posted to the original form of paymentWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience Our representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because:the company has not completed the order Mr*** did contact me once the order was shipped and once when it was delivered however the company did not deliver all if the order, a 5% refund was provided because of the delay of the order but there is an additional 5% e-gift card that was suppose to be delivered as apart of the dell advantage membership was never deliveredonce more when asked about why this item was not processed Mr*** directed me to a different department to "solve this problem".Additionally the company never fixed the website and still show items as "7-delivery dates" instead of "out of stock" deceiving customers with the "sales"Ultimately the company did not delivered the whole order and I'm waiting for the 5% e-card that was never delivered Thank you for the assistance in the matter
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 explained the terms of sale, limited hardware warranty, and return policy
***
***
***
Please note that our representative offered technical assistance; however, Mr*** elected not to accept our offer of assistanceHis request for replacement or 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 the 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 caseSincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I also want proof that the delinquent/late payment notifications to all credit bureaus have been completely removed and my credit has been restoredI do NOT want them simply marked as settled, they need to be removed from my reports
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I responded to Dell that we have continued to have problems with customer service since this complaint I requested all communications be in writing for reference I also refuse to spend more time on the phone with Dell I have spent hours I told this representative, via email, to contact me via email and that I had reported them to several outlets I never heard back I was told I could email back.
Regards,
*** ***
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
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
I do want Dell to stop contacting meEven after this resolution, other agents than the named one have called me up to three times in a day to continue to address this issue
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants his computer repaired or replaced We regret any dissatisfaction he may have experienced and appreciate the feedback
providedSince the date of the submission, a Dell representative contacted Mr*** to discuss his concerns and provide assistance Subsequently a service dispatch has been processed to replace the keyboard Upon follow up, our representative was informed by Mr*** that it appears the issue has been resolved Our representative provided their contact information and will remain available to assist should Mr*** 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 concernsIn the interest of customer satisfactions, our representative processed a product return for order#
***Our records show that the credit has been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return policy
***
***
***
In the interest of customer satisfaction, a replacement unit was processedOur records show that the replacement order# *** was delivered to Ms*** on May 4, under FedEx tracking# ***Our representative also followwith Ms*** to confirm resolutionHer request for refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her 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 Ms*** 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 *** ***Per the terms and conditions of the Dell Limited Hardware
Warranty found at: ***, the limited warranty does not cover problems that result, directly or indirectly, from using accessories, parts or components not supplied by Dell and may be voided by Dell, at Dell's sole discretion, if third party products, that were not provided by Dell, are installed on your Dell systemOur representative has been in contact with the customer and respectfully denied his request for reimbursementSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants the product replaced or 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 assistance. Our representative explained the terms of the Limited Hardware Warranty and the Return PolicyOur records indicate that returns for the following order numbers have been processed to the original form of payment: ***, ***, and ***Furthermore, due to product availability issues, a return for order number *** has been issued; however, customer has not yet sent in the product back to Dell using the pre-paid shipping labelShould Mr*** have any additional concerns regarding this case, he can reach out to our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident 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,
*** ***
Complaint: ***
I am rejecting this response because:We are now in to our THIRD month with this problem. Dell is STILL unable to fix the computer despite sending three tech to my house and having me send the computer to Houston Why are they claiming that they will continue to support the computer under the terms of the warranty. Since they are unable to fix it they should now simply replace it and I will sell the new one on Craigslist since I will never again own a DELL computer.
Regards,
*** ***
Complaint: ***
I am rejecting this response because:At 12:00pm est on 12/16/I was contacted by a different agent from dell.This agent was complaining that my money was refunded to me and demanded to know why I initiated a "charge back".This agent went on and complained to me requesting to know "Why would you initiate a charge back for such a small amount of money"Where does dell get off harassing me for trying to get my money back which they originally claimed I never paid them furthermore they cited my not paying for the reason the order was canceledAfter spending a number of minutes with this agent she transferred me to her supervisor *** ***I again explained the situation, he had a hard time understanding and seemed annoyed that I wanted my money back since dell canceled the orderI and even forwarded the email from *** to *** in an attempt to help him*** *** was unwilling to work though the issue over the phone and said he had to research the issue. And would email me.I received another call from dell at 1:50pm est on 12/16/to which I was hung up onI'm not sure what that was about.I am unwilling to mark this case as resolved until dell stops harassing me about getting my money back and I know the issue is truly resolved.Furthermore I would like to clarify that dells offer of 10% off a reorder does not applyAs the *** explained to me that he would offer 10% the list price of the item IF it were available but that he would NOT match the original priceThus if I wanted to reorder the TV I would have to pay hundreds of dollars more then the original sale.I would also like to say that both the original agent that contacted me and *** should have done research on the issue of the charge back BEFORE bothering meEspecially when *** had agreed that I should have been fully refunded
Regards,
*** ***
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
Please encourage Dell.com to handle customers wellI am expecting that they can respect its customers and stop calling-back practice, which caused lots trouble for customers and dell.com itself
Regards,
*** ***
Dear Revdex.com, Our records indicate that Dell representative *** has authorized a return for creditThe representative will update the customer once the order is received in and credit postedPlease have the customer contact the representative by email at ***_***@Dell.com with any additional concerns regarding this matterSincerely Advanced Resolution Group Incident *** 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 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 Since the date
of the submission, a Dell representative has attempted multiple times to contact the customer by phone and email however, to date, there has been no response by the customer to the contact attempts Should the customer still need assistance, we ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Thank you for the opportunity to address the correspondence submitted by 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 the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concerns and explained the terms of sale
***
Our representative informed Mr*** that the orders could not be processed at the price he requested due to a pricing errorFurthermore, as per Dell policy, we would be unable to reinstate the orders at the incorrect pricePlease note that Dell makes every effort to avoid errors on the Dell website, as we fully understand the bad experience it can cause our customers and DellSometimes an error may occur and for this reason, throughout Dell’s website, there is messaging which indicates, Dell reserves the right to cancel orders arising from pricing or other errors. Credit for the invalid order has been posted to the original form of paymentWe regret any dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience Our representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case.
Sincerely,
Executive Support Team
Incident ID: ***
Dell Inc
Complaint: ***
I am rejecting this response because:the company has not completed the order Mr*** did contact me once the order was shipped and once when it was delivered however the company did not deliver all if the order, a 5% refund was provided because of the delay of the order but there is an additional 5% e-gift card that was suppose to be delivered as apart of the dell advantage membership was never deliveredonce more when asked about why this item was not processed Mr*** directed me to a different department to "solve this problem".Additionally the company never fixed the website and still show items as "7-delivery dates" instead of "out of stock" deceiving customers with the "sales"Ultimately the company did not delivered the whole order and I'm waiting for the 5% e-card that was never delivered Thank you for the assistance in the matter
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 explained the terms of sale, limited hardware warranty, and return policy
***
***
***
Please note that our representative offered technical assistance; however, Mr*** elected not to accept our offer of assistanceHis request for replacement or 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 the 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 caseSincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:I also want proof that the delinquent/late payment notifications to all credit bureaus have been completely removed and my credit has been restoredI do NOT want them simply marked as settled, they need to be removed from my reports
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I responded to Dell that we have continued to have problems with customer service since this complaint I requested all communications be in writing for reference I also refuse to spend more time on the phone with Dell I have spent hours I told this representative, via email, to contact me via email and that I had reported them to several outlets I never heard back I was told I could email back.
Regards,
*** ***
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
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
I do want Dell to stop contacting meEven after this resolution, other agents than the named one have called me up to three times in a day to continue to address this issue
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Mr*** expressed dissatisfaction with Dell service and support and wants his computer repaired or replaced We regret any dissatisfaction he may have experienced and appreciate the feedback
providedSince the date of the submission, a Dell representative contacted Mr*** to discuss his concerns and provide assistance Subsequently a service dispatch has been processed to replace the keyboard Upon follow up, our representative was informed by Mr*** that it appears the issue has been resolved Our representative provided their contact information and will remain available to assist should Mr*** 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 concernsIn the interest of customer satisfactions, our representative processed a product return for order#
***Our records show that the credit has been posted to the original form of payment, which should reflect on his next billing statementOur representative also followwith Mr*** to confirm resolutionWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***A Dell representative recently contacted Ms*** regarding her concernsOur representative explained the terms of sale, limited hardware warranty, and return policy
***
***
***
In the interest of customer satisfaction, a replacement unit was processedOur records show that the replacement order# *** was delivered to Ms*** on May 4, under FedEx tracking# ***Our representative also followwith Ms*** to confirm resolutionHer request for refund was respectfully deniedWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceWe remain ready to assist her 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 Ms*** 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 *** ***Per the terms and conditions of the Dell Limited Hardware
Warranty found at: ***, the limited warranty does not cover problems that result, directly or indirectly, from using accessories, parts or components not supplied by Dell and may be voided by Dell, at Dell's sole discretion, if third party products, that were not provided by Dell, are installed on your Dell systemOur representative has been in contact with the customer and respectfully denied his request for reimbursementSincerely, Advanced Resolution Group Incident ID: *** Dell, Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell service and support and wants the product replaced or 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 assistance. Our representative explained the terms of the Limited Hardware Warranty and the Return PolicyOur records indicate that returns for the following order numbers have been processed to the original form of payment: ***, ***, and ***Furthermore, due to product availability issues, a return for order number *** has been issued; however, customer has not yet sent in the product back to Dell using the pre-paid shipping labelShould Mr*** have any additional concerns regarding this case, he can reach out to our representative at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident 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,
*** ***