Dear Revdex.com,Customer reports all issues are resolvedOur representative closed the case but remains available for any issues directly related to this caseThey may be reached at ***@dell.com.Sincerely,Dell Advanced Resolution Team
Complaint: ***
I am rejecting this response because:I received a letter dated 12/which was mailed out on 12/requesting for us to return the stolen laptop. It was sent as a request for an exchange. I took a picture of the letter, envelope it was sent in, and the return shipping label that was provided by Dell. An RA # *** was indicated in the letter. Clearly, Dell's various departments have their own heads and do not communicate with one another. How this happened I have no idea, just another headache to deal with time in and time again. I really feel Dell should compensate me for my time and energy in dealing with this on-going issue. Get your records straight!
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionWe have explained and provided the links about Dells promotions, the customer also has the option to return for creditDell has closed this complaintAdvanced Resolution Group Incident *** Dell Inc
Thank you for the opportunity to address the correspondence submitted by *** ***A Dell representative recently contacted the customer by phone and e-mail; however, has not been able to discuss the contents of their correspondenceOur representative may be contacted directly by e-mail at
***
Complaint: ***
I am rejecting this response because:You rendered my one credit card unusable for over a week (not hours) and you did not thing to fix it despite numerous attempts to contact you I don't accept your apology I demand to be compensated for my time and for you failing to deliver on the service you promise
Regards,
*** ***-***
Complaint: ***
I am rejecting this response because:
Dell Purchase ID: *** was for the amount of $4,948.31.The order was cancelled on 7/3/2015.The amount of $4,was taken from my bank account on 7/6/(days *after* I cancelled the order)At least you got that amount right.On 7/(days after I cancelled the order and days after money is randomly taken from my account), only $4,has been returned.When I cancel an order and you take money from my account, I expect a *full* refund, not a partial refund!!!
Regards,
*** ***
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 unit
Our records show that the replacement order# *** was delivered to Mr*** on July 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 policies. 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 TeamIncident ID: ***Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding
this experience
Dell representative, ***, contacted the customer and authorized an onsite to have parts replacedThe customer confirmed onsite has been completed and system is workingPlease have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative confirmed that the customer was not having a hardware issueThe customer was having problems with software upgradesThe representative explained to the customer to be careful installing 3rd party software without checking compatibilityShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID #*** Dell
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
the customer had purchased a Dell Inspiron December 11, with the return to depot type of hardware warranty. The customer has asked Dell to make an exception by sending his company the needed part to install on their own rather than stand by the warranty and send the system to the depot. Dell representative; ***, in the interest of customer satisfaction, has authorized the daughter board sent directly to the customer for repair. The customer has since confirmed the system is working as intended, therefore the case has been closed as resolved. 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, 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 recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has confirmed the customer’s computer has been repaired to his specifications and a credit has been issued as compensation for his troubles. 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 GroupIncident 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 Traand Recycling ProgramAfter further research, our representative confirmed that a gift card of $had been
provided to Ms*** for the qualifying product, which she had agreed uponFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, an additional $gift card has been processedOur 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 the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, has contacted Ms*** and processed an exchangeOur records indicate the system has been delivered, however; Ms*** has not responded to
subsequent contact attemptsWe regret the dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted Mr*** and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at ***@Dell.com
Revdex.com:
I have reviewed the response made by the business in reference to complain* ID ***, and find that this resolution is satisfactory to me
I will however note that Their customer service/call center department needs some *raining in terms of how to deal with customersi have returned my original purchases as well due to not wanting to deal with their customer service reps in case anything were to happen *o my purchasesi chose satisfactory due to not wanting to deal with Dell anymore and moving onPersonally, I believe *hey could have done a lot better than just offering me a "10% discount" for all non-sale itemsoh well.. Thank you very much your for help in the matter, I appreciate it
Regards,
*** ***
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer and apologized for the problemsThe history shows issue was resolved on 5/31/A week later the customer contacts our frontline demands a supervisorThe customer works with a group of our senior techs and issue is resolvedThe representative respectfully denied the customer’s request for refund due to the age of the systemThe representative did offer to troubleshoot or to send to the depot for serviceBoth offered were declined by the customer, we remain available to assist the customer within the terms and conditions of the warrantyThe customer may contact the representative by email at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: While the dollar amount ultimately refunded matched the amount requested, Dell made no commitment to expedite my order or resolve this in a timely mannerI never had my question answered as to which part(s) were holding up the order and no attempt was made to upgrade the part to expedite the shipmentIn addition to the initial delay Dell rewrote my order which placed it in queue a full month later than my original orderAt no point did Dell attempt to step into their order process to expedite completion of my orderAt no point did Dell indicate there was a problem with how my inquiry was handled nor did they indicate they plan on reviewing their processes to ensure customers are not treated in this manner again Dell continued to sell new orders for the same piece of equipment and did not indicate the item was not in-stock or would be back-orderedCustomers should be informed that the item they are purchasing may take an extended and possibly unknown amount of time to become availableThere should be repercussions for conducting this type of business up to and including reducing the rating by the Revdex.comDell customer service standards are not on par with an excellent rating
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Complaint: ***I am rejecting this response because: Once again Dell is refusing to acknowledge that the replacement product was also damagedI am tired of dealing with this, but on principal I will not acknowledge that this matter is resolved, until Dell sends an undamaged replacement or compensates me for a damaged productI have never dealt with customer support that is this unhelpful and I would appreciate to hear from someone other than ***.Regards,*** ***
Regards,
*** ***
A Dell representative is continuing to work with *** to achieve an amicable resolution for his concernsOnsite service was completed on July 1st, Our representative may be contacted directly via e-mail at ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative ***
contacted the customer and offered as a goodwill gesture to provide a credit for the amount of the speakersThe representative followed up with the customer that credit has posted and will reflect on the credit cardWe ask that the contact the representative at ***@Dell.com for any further assistance she may need regarding this matter
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc
Dear Revdex.com,Customer reports all issues are resolvedOur representative closed the case but remains available for any issues directly related to this caseThey may be reached at ***@dell.com.Sincerely,Dell Advanced Resolution Team
Complaint: ***
I am rejecting this response because:I received a letter dated 12/which was mailed out on 12/requesting for us to return the stolen laptop. It was sent as a request for an exchange. I took a picture of the letter, envelope it was sent in, and the return shipping label that was provided by Dell. An RA # *** was indicated in the letter. Clearly, Dell's various departments have their own heads and do not communicate with one another. How this happened I have no idea, just another headache to deal with time in and time again. I really feel Dell should compensate me for my time and energy in dealing with this on-going issue. Get your records straight!
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionWe have explained and provided the links about Dells promotions, the customer also has the option to return for creditDell has closed this complaintAdvanced Resolution Group Incident *** Dell Inc
Thank you for the opportunity to address the correspondence submitted by *** ***A Dell representative recently contacted the customer by phone and e-mail; however, has not been able to discuss the contents of their correspondenceOur representative may be contacted directly by e-mail at
***
Complaint: ***
I am rejecting this response because:You rendered my one credit card unusable for over a week (not hours) and you did not thing to fix it despite numerous attempts to contact you I don't accept your apology I demand to be compensated for my time and for you failing to deliver on the service you promise
Regards,
*** ***-***
Complaint: ***
I am rejecting this response because:
Dell Purchase ID: *** was for the amount of $4,948.31.The order was cancelled on 7/3/2015.The amount of $4,was taken from my bank account on 7/6/(days *after* I cancelled the order)At least you got that amount right.On 7/(days after I cancelled the order and days after money is randomly taken from my account), only $4,has been returned.When I cancel an order and you take money from my account, I expect a *full* refund, not a partial refund!!!
Regards,
*** ***
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 unit
Our records show that the replacement order# *** was delivered to Mr*** on July 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 policies. 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 TeamIncident ID: ***Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding
this experience
Dell representative, ***, contacted the customer and authorized an onsite to have parts replacedThe customer confirmed onsite has been completed and system is workingPlease have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell representative confirmed that the customer was not having a hardware issueThe customer was having problems with software upgradesThe representative explained to the customer to be careful installing 3rd party software without checking compatibilityShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID #*** Dell
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, *** ***. Thank you for providing a copy of the customer’s submission Our records indicate
the customer had purchased a Dell Inspiron December 11, with the return to depot type of hardware warranty. The customer has asked Dell to make an exception by sending his company the needed part to install on their own rather than stand by the warranty and send the system to the depot. Dell representative; ***, in the interest of customer satisfaction, has authorized the daughter board sent directly to the customer for repair. The customer has since confirmed the system is working as intended, therefore the case has been closed as resolved. 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, 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 recently contacted the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has confirmed the customer’s computer has been repaired to his specifications and a credit has been issued as compensation for his troubles. 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 GroupIncident 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 Traand Recycling ProgramAfter further research, our representative confirmed that a gift card of $had been
provided to Ms*** for the qualifying product, which she had agreed uponFurthermore, as a onetime gesture of goodwill and in the interest of customer satisfaction, an additional $gift card has been processedOur 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 the opportunity to address the correspondence submitted by Ms*** ***Our representative, ***, has contacted Ms*** and processed an exchangeOur records indicate the system has been delivered, however; Ms*** has not responded to
subsequent contact attemptsWe regret the dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted Mr*** and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at ***@Dell.com
Revdex.com:
I have reviewed the response made by the business in reference to complain* ID ***, and find that this resolution is satisfactory to me
I will however note that Their customer service/call center department needs some *raining in terms of how to deal with customersi have returned my original purchases as well due to not wanting to deal with their customer service reps in case anything were to happen *o my purchasesi chose satisfactory due to not wanting to deal with Dell anymore and moving onPersonally, I believe *hey could have done a lot better than just offering me a "10% discount" for all non-sale itemsoh well.. Thank you very much your for help in the matter, I appreciate it
Regards,
*** ***
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer and apologized for the problemsThe history shows issue was resolved on 5/31/A week later the customer contacts our frontline demands a supervisorThe customer works with a group of our senior techs and issue is resolvedThe representative respectfully denied the customer’s request for refund due to the age of the systemThe representative did offer to troubleshoot or to send to the depot for serviceBoth offered were declined by the customer, we remain available to assist the customer within the terms and conditions of the warrantyThe customer may contact the representative by email at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because: While the dollar amount ultimately refunded matched the amount requested, Dell made no commitment to expedite my order or resolve this in a timely mannerI never had my question answered as to which part(s) were holding up the order and no attempt was made to upgrade the part to expedite the shipmentIn addition to the initial delay Dell rewrote my order which placed it in queue a full month later than my original orderAt no point did Dell attempt to step into their order process to expedite completion of my orderAt no point did Dell indicate there was a problem with how my inquiry was handled nor did they indicate they plan on reviewing their processes to ensure customers are not treated in this manner again Dell continued to sell new orders for the same piece of equipment and did not indicate the item was not in-stock or would be back-orderedCustomers should be informed that the item they are purchasing may take an extended and possibly unknown amount of time to become availableThere should be repercussions for conducting this type of business up to and including reducing the rating by the Revdex.comDell customer service standards are not on par with an excellent rating
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Complaint: ***I am rejecting this response because: Once again Dell is refusing to acknowledge that the replacement product was also damagedI am tired of dealing with this, but on principal I will not acknowledge that this matter is resolved, until Dell sends an undamaged replacement or compensates me for a damaged productI have never dealt with customer support that is this unhelpful and I would appreciate to hear from someone other than ***.Regards,*** ***
Regards,
*** ***
A Dell representative is continuing to work with *** to achieve an amicable resolution for his concernsOnsite service was completed on July 1st, Our representative may be contacted directly via e-mail at ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experience
Dell representative ***
contacted the customer and offered as a goodwill gesture to provide a credit for the amount of the speakersThe representative followed up with the customer that credit has posted and will reflect on the credit cardWe ask that the contact the representative at ***@Dell.com for any further assistance she may need regarding this matter
Sincerely
Advanced Resolution Group
Incident
***
Dell Inc