Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative recently contacted Mr*** regarding his concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our
representative processed a replacement unit, which was delivered to Mr*** on February 13, under FedEx Tracking number ***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 Team
Incident ID: ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative did reach the customer on the same day as the updateThe representative explained that the customer purchased return to depot warranty and respectfully denied the onsite requestDell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issueWe remain ready to assist the customer within the terms of the warranty and our other policiesShould the customer reconsider and decide to move forward with the resolutionPlease contact the representative by emailing ***@Dell.comSincerely, Advanced Resolution Group FID # *** Dell
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 submissionOur Dell representative *** has provided feedback to management in regards to the experienceDell records indicate the no boot issue the customer contacted Dell for has been resolvedPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc
Complaint: ***
I am rejecting this response because:I have corresponded with Dell's CS Rep "***" and although she has addresses part of the complaint she has so far failed to take care of the remainderI am still awaiting a resolution to the Gift Card Promo credit useage that remains in my account that I have requested to be applied to a Price Match guaranteed item that two separate CS agents both guaranteed and failed to deliver thereby using my remaining credit and ending the business and my relationship I have with DellUntil I am able to use the $20+ to purchase the one item I had requested the price match on I request this case to remain openIf for some reason it closes I will simply open another concerning the Promo Credit
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 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 had the customer’s computer serviced at the Dell repair depot and it has been returned to the customer. 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell order support and delaysWe regret any dissatisfaction they may have experienced and appreciate the feedback
Since the date of the submission, Dell representative, ***, is continuing to work with the customer regarding their concernsOur representative informed the customer that the order is still being delayed due to product availability issues; however, the part is expected to be in-stock by May 5, Furthermore, the customer has the option of waiting for the part or canceling the orderShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Today’s Date: 05/06/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, *** has been assigned to this case and has reached out to the customer, Jody Krajewski, to address the contents of their correspondenceDell regrets any
inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** .Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our records indicate the repairs have been completed and the system delivered to
Ms***Our representative, ***, has updated Ms*** with the statusWe regret any dissatisfaction Ms*** 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
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 with a new computer of his choice, or a refund We regret any dissatisfaction he may have experienced
and appreciate the feedback provided By policy, if a customer purchases a refurbished computer at a discount, Dell will only exchange the computer with a like or better refurbished computer configuration and, as the customer had specific component requests, a replacement computer was not currently available Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed a Return Authorization for a refund The customer had previously been provided a refund for $and recently the balance of $was credited to the customer’s account He should see the refunds reflected on his monthly billing statements The customer may 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, Our records indicate that Ms*** received the system back repaired on 2/14/If Ms*** needs any further support she may can contact Dell Support via chat, email or phone by visiting www.Dell.com/ContactSincerely Advanced Resolution Group Incident *** Dell
Complaint: ***
I am rejecting this response because:Actually, you are incorrect againThe first time I contacted DELL regarding this issue was before my order even shippedThe customer service rep that day, April 22nd I believe, opened Service Request Number ***Check your recordsThat day the rep told me the discount would be reflected on my billing statement & that if it wasn't to simply call & it would be taken care ofObviously, it has not been that easyI contacted you regarding this much, much sooner than 6/11/You have the worst inter company communication I have ever seenI have said this from the beginning to every rep I've spoken to.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell's explanation as to the components I was charged for and their amounts in my invoice directly contradict all factsDell misrepresented the components of the laptop and the charges for them, which amounts to falsely advertising the item I purchasedThe Dell website still lists "McAfee" as an "included" item, when in fact it is bundledIf you buy a Dell laptop, you must also buy this software for the price of $Had I been made aware of this, I would NOT have purchased this productDell deceived, took advantage, falsely advertised, and now tries to explain the situation ignoring all facts. My request is small, refund me the $for the software which I never wanted to purchase
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell is not addressing my concerns Firstly, Dell falsely stated that it contacted me, after I called Dell with my credit card company representative, and offered me a discount but it did not - it neither contacted me not did it offer me a discount Secondly, it is not honoring its warranty by arbitrarily stating that the damage to my laptop is due to my fault and not faulty worksmanship or materials I stated that if someone with the same laptop has experienced damage similar to that of my laptop (as stated here in *** ***) it provides more evidence that this is an issue of worksmanship and materials I stated this in my initial phone conversation with *** *** of Dell However, he stated that it does not consider Internet resources in resolving disputes - which is another baseless and vague statement because it clearly considered the photos I emailed to him when he decided that the damage to my laptop was due to my fault and not Dell's faulty worksmanship and materials Furthermore, since last week, all except 4-keys on my keyboard have stopped typing and my keyboard will act erratically by repeatedly typing the same letters
Regards,
*** ***
All I want is the Dell Rep to respond to my specific questions about MY return I asked how long in my case and that he confirm amount I just resent a second emailOnce he responds to my specific questions and my card credited I will happily say this is closed I don't want anything else except my question answered after emails and my refund I did just get auto respond to email I just sent saying be was out if office until December 24. omplaint: ***
I am rejecting this response because:
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 worked with our account verification team to resolve this matterPlease
note that the ownership transfer has been completed for service tag# ***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 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 the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative explained the terms & conditions of limited hardware warranty
***
After further review, our representative processed an onsite service, which was completed on August 3, 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 via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:
This complaint response from Dell is not correct, they did not replace my mom not did they offer to do so
Regards,
*** ***
Complaint: ***
I am rejecting this response because: computer was returned and the casing damage that was sustained during the initial repair was fixed as requested, however, upon receiving the laptop I'm facing the battery issues that prompted me to send the laptop to Dell repair services in the first place, before the damages to the casing occurredThe computer registers it's plugged in, but does not charge.
Regards,
*** ***
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 refunded the price of the computer to the customer. 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Depot service was provided and our records indicate the system has been returned to Mr***, however; he has not responded to subsequent contact attemptsWe
regret any dissatisfaction he may have experiencedOur representative, ***, remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative recently contacted Mr*** regarding his concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our
representative processed a replacement unit, which was delivered to Mr*** on February 13, under FedEx Tracking number ***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 Team
Incident ID: ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative did reach the customer on the same day as the updateThe representative explained that the customer purchased return to depot warranty and respectfully denied the onsite requestDell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issueWe remain ready to assist the customer within the terms of the warranty and our other policiesShould the customer reconsider and decide to move forward with the resolutionPlease contact the representative by emailing ***@Dell.comSincerely, Advanced Resolution Group FID # *** Dell
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 submissionOur Dell representative *** has provided feedback to management in regards to the experienceDell records indicate the no boot issue the customer contacted Dell for has been resolvedPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc
Complaint: ***
I am rejecting this response because:I have corresponded with Dell's CS Rep "***" and although she has addresses part of the complaint she has so far failed to take care of the remainderI am still awaiting a resolution to the Gift Card Promo credit useage that remains in my account that I have requested to be applied to a Price Match guaranteed item that two separate CS agents both guaranteed and failed to deliver thereby using my remaining credit and ending the business and my relationship I have with DellUntil I am able to use the $20+ to purchase the one item I had requested the price match on I request this case to remain openIf for some reason it closes I will simply open another concerning the Promo Credit
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 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 had the customer’s computer serviced at the Dell repair depot and it has been returned to the customer. 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell order support and delaysWe regret any dissatisfaction they may have experienced and appreciate the feedback
Since the date of the submission, Dell representative, ***, is continuing to work with the customer regarding their concernsOur representative informed the customer that the order is still being delayed due to product availability issues; however, the part is expected to be in-stock by May 5, Furthermore, the customer has the option of waiting for the part or canceling the orderShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
Today’s Date: 05/06/2015Dear Revdex.com,Thank you for providing a copy of the customer submissionDell representative, *** has been assigned to this case and has reached out to the customer, Jody Krajewski, to address the contents of their correspondenceDell regrets any
inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at *** .Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Ms*** ***Our records indicate the repairs have been completed and the system delivered to
Ms***Our representative, ***, has updated Ms*** with the statusWe regret any dissatisfaction Ms*** 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
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 with a new computer of his choice, or a refund We regret any dissatisfaction he may have experienced
and appreciate the feedback provided By policy, if a customer purchases a refurbished computer at a discount, Dell will only exchange the computer with a like or better refurbished computer configuration and, as the customer had specific component requests, a replacement computer was not currently available Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed a Return Authorization for a refund The customer had previously been provided a refund for $and recently the balance of $was credited to the customer’s account He should see the refunds reflected on his monthly billing statements The customer may 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, Our records indicate that Ms*** received the system back repaired on 2/14/If Ms*** needs any further support she may can contact Dell Support via chat, email or phone by visiting www.Dell.com/ContactSincerely Advanced Resolution Group Incident *** Dell
Complaint: ***
I am rejecting this response because:Actually, you are incorrect againThe first time I contacted DELL regarding this issue was before my order even shippedThe customer service rep that day, April 22nd I believe, opened Service Request Number ***Check your recordsThat day the rep told me the discount would be reflected on my billing statement & that if it wasn't to simply call & it would be taken care ofObviously, it has not been that easyI contacted you regarding this much, much sooner than 6/11/You have the worst inter company communication I have ever seenI have said this from the beginning to every rep I've spoken to.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell's explanation as to the components I was charged for and their amounts in my invoice directly contradict all factsDell misrepresented the components of the laptop and the charges for them, which amounts to falsely advertising the item I purchasedThe Dell website still lists "McAfee" as an "included" item, when in fact it is bundledIf you buy a Dell laptop, you must also buy this software for the price of $Had I been made aware of this, I would NOT have purchased this productDell deceived, took advantage, falsely advertised, and now tries to explain the situation ignoring all facts. My request is small, refund me the $for the software which I never wanted to purchase
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Dell is not addressing my concerns Firstly, Dell falsely stated that it contacted me, after I called Dell with my credit card company representative, and offered me a discount but it did not - it neither contacted me not did it offer me a discount Secondly, it is not honoring its warranty by arbitrarily stating that the damage to my laptop is due to my fault and not faulty worksmanship or materials I stated that if someone with the same laptop has experienced damage similar to that of my laptop (as stated here in *** ***) it provides more evidence that this is an issue of worksmanship and materials I stated this in my initial phone conversation with *** *** of Dell However, he stated that it does not consider Internet resources in resolving disputes - which is another baseless and vague statement because it clearly considered the photos I emailed to him when he decided that the damage to my laptop was due to my fault and not Dell's faulty worksmanship and materials Furthermore, since last week, all except 4-keys on my keyboard have stopped typing and my keyboard will act erratically by repeatedly typing the same letters
Regards,
*** ***
All I want is the Dell Rep to respond to my specific questions about MY return I asked how long in my case and that he confirm amount I just resent a second emailOnce he responds to my specific questions and my card credited I will happily say this is closed I don't want anything else except my question answered after emails and my refund I did just get auto respond to email I just sent saying be was out if office until December 24. omplaint: ***
I am rejecting this response because:
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 worked with our account verification team to resolve this matterPlease
note that the ownership transfer has been completed for service tag# ***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 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 the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsThe representative explained the terms & conditions of limited hardware warranty
***
After further review, our representative processed an onsite service, which was completed on August 3, 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 via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case
Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because:
This complaint response from Dell is not correct, they did not replace my mom not did they offer to do so
Regards,
*** ***
Complaint: ***
I am rejecting this response because: computer was returned and the casing damage that was sustained during the initial repair was fixed as requested, however, upon receiving the laptop I'm facing the battery issues that prompted me to send the laptop to Dell repair services in the first place, before the damages to the casing occurredThe computer registers it's plugged in, but does not charge.
Regards,
*** ***
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 refunded the price of the computer to the customer. 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Depot service was provided and our records indicate the system has been returned to Mr***, however; he has not responded to subsequent contact attemptsWe
regret any dissatisfaction he may have experiencedOur representative, ***, remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc