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 submissionThe representative *** is working on the account with our internal departmentscredits are in the process of posting but we do need information from the customer in regards to the soundbarAt this time we request that the customer follow up with the representativeThe representative maybe reached by emailing ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe system has been out of warranty since the customer may go locally or contact our out of warranty departmentAt this time Dell considers this issue closedSincerely Advanced Resolution Group Incident *** 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 records show that the product was purchased from a retailer; therefore, returns are governed
by the policies of the retailer where the product was purchasedOur representative explained the terms of limited hardware warranty, and return policy (applies only to purchases directly from Dell)***Please note that our representative offered technical assistance, as well as, depot service; 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 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, 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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative explained Dells policy“ As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended”The representative explained the order did not get processedIf the customer has any further concerns we request they email the representative at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and respectfully denied his request for a new replacement system or credit for the cosmetic damage and a replacement
mouseOur records, from the depot, indicate the system arrived with cosmetic damage and a mouse was not received in the boxWe regret any dissatisfaction Mr*** may have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Complaint: ***I am rejecting this response because:There was NO PHYSICAL DAMAGE showing on the screen even after the laptop arrived at Dell repair centerAttached photo of the screen was taken by Dell technician after the the laptop arrived at the Dell repair center. The problem of the screen is absolutely "displaying issue" which is covered Dell WarrantyDell is responsible to repair the laptop for free or refund the purchase.Regards,*** ***
Complaint: ***
I am rejecting this response because: for one they cannot answer how a laptop that they claiim is brand new has a hard drive that burned out in less than months, and acccording to Seagate there is warranty on the hard drive till Feb 2021, but DELL refuses to honor that warranty..
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 replaced the customer’s DVD drive and it is now working fine. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: *** Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Complaint: ***
I am rejecting this response because:I didn't not ask for a new pc but due to dell's negligence they owed me o$to recover lost files z
Regards,
*** ***
Dear RevDex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed a full system exchange The replacement computer has been shipped and we ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 05/12/2015Dear 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, *** ***, to address the contents of their correspondenceThe customer states
various continued technical concernsAt this time the agent has processed a refund for the customerDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they have any other questions or concerns in the matter.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 informed her of the terms and conditions of
sale.***Please note that the order was canceled and re-issued due to product configuration concernsOur representative worked with our order verification team to resolve the matter; however, delivery was refused by the customerWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via 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 Dr* *** *** A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative respectfully denied the customer’s request for a replacement systemHowever, technical assistance was provided to the customer and the customer reports the issue has been resolved. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at *** Sincerely, Advanced Resolution GroupIncident 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 and the limited hardware warrantyAs a gesture of
goodwill and in the interest of customer satisfaction, our representative processed a product returnOur records show that the credits for order# *** & *** have been processedOur representative also followto 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
Complaint: ***
I am rejecting this response because:Dear Better Business Biro Dill’s representative omits in his response the fact that the company is not prepared the upgrade the computer software to be able to run Microsoft w10. With a performance index of equal to My old lap top, it is obvious this model will not be able to handle w`A new download of the existing OS will not improve the performance or allows to install W10. This makes the computer unusable with some applications that upgraded to run Wfact that This computer is ‘at end of life’ as stated by Dell’s representative. The Wwas released last year when the computer was only four years old. Unless Dell provides a statement that ALL computers build in May are not capable to run WI request a replacement computer or compensation for the hundreds of hours installing OS systems with no result. It took Dell three years to improve HD performance from to 9. I am visually disabled and having constant program crashes is unacceptable
Regards,
*** ***
Dear Revdex.com, Dell records indicate that the customer was informed that a part backlog was delaying the repair of her systemIn accordance with the terms of the hardware warranty a refurbished exchange was offeredThe customer requested a new system exchange which was respectfully denied the customer has opted to wait on the partThe representative will follow up with the customer with statusSincerely Advanced Resolution Group Incident *** Dell
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 submissionDell representative, *** contacted the customer and assisted him in getting orders replaced and upgraded the
shipping at no additional costOur records indicate at this time all the orders have now been deliveredIf the customer has any additional concerns or question he contact the representative at ***@Dell.comSincerely, Advanced Resolution Group 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 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 apologized for the problemsThe representative explained that the promotions only last a certain amount of time and there are a designated amount of orders allowedIn this customers case the system did take it to invoice by error which made the system believe it had shippedA full refund was provided to the customer and due to the situation a coupon had already been provided but Dell representative also offered an additional 10% discountWe will extended the 10% discount for the next days if the customer would like to take advantage of the offerThe representative can be reached directly by email at ***@Dell.com if the customer has any further concerns
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***I am rejecting this response because: I completely disagree that the hinge issue is "wear and tear" When the same issue happens twice in less than one year, this is called "poor material/workmanship"A quick Google search will show that I am not the only customer who suffered from this problem in this specific model Again, if it is wear and tear, why did Dell replace the previous laptop that experienced the same issue?Dell was under legal and ethical obligation to fix my laptopHowever, they did not comply with this obligationThey simply mentioned that "it is accidental damage", and when I argued with them that the laptop looks almost new with zero scratches or dents on the LCD, they changed their statement to the damage being "Normal Wear and Tear"Finally, they said the parts are no longer available, and sent me the laptop back (after almost a month) unrepaired.Some quick notes:1) After being initially examined by technicians at the depot, I was informed that I have to pay almost dollars to get the laptop fixed as it is accidental damageThey said they cannot replace only the hinge and that they need to replace the whole LCD assemblyI argued with them that it is not accidental damage, but they said " if you pay we will fix it, if you don't we will send it back to you unrepaired"I had to pay to get the laptop fixed and initiated my case in the Revdex.com.2) After opening the case, the assigned CSR called me and said that the laptop has sustained damage to a point where repair may not be possibleSame week, I received an email from depot informing me that they will ship laptop back to me because the necessary parts to complete the repair are not available (they should have checked on eBay, this specific part is a famous item there as many people are suffering from same problem )3) After that, the same CSR (who previously said that the laptop has sustained damage to a point where repair is not possible) sent me an email informing me that the laptop is repaired and that it is being shipped back to meHe wanted me to confirm that the laptop was "fully functional".When I opened the box, I found a two pieces laptop: a separate base and a separate touch screen assembly (with the broken hinge sitting there) with a single cable connecting themApparently, this is not a "repaired laptop".4) When I sent him an email saying that the laptop was not repaired, he called me and offered me a discount on a new laptop "as a gesture of good will"Of course I rejected the offer. I am not looking for discountsI am looking for my basic rights as a consumerThe right of having my laptop fixed when it fails due to poor materialDell wasted one month of my timeI was told contradictory things (laptop can be repaired/cannot be repaired - accidental damage/ normal wear and tear)This is very unprofessional attitude from a big company. Honestly, I believe my rights as a consumer have been violatedI will be heading to the small claims court to get this issue rectified properlyIt is not about getting this laptop fixed, it is about my rights as a consumer.Regards,*** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionThe representative *** is working on the account with our internal departmentscredits are in the process of posting but we do need information from the customer in regards to the soundbarAt this time we request that the customer follow up with the representativeThe representative maybe reached by emailing ***@Dell.com Sincerely, Advanced Resolution Group INC# *** Dell Inc
Dear Revdex.com, This matter has been previously addressed, and regarding the current rebuttal, no alterations have been/will be made to the final resolutionThe system has been out of warranty since the customer may go locally or contact our out of warranty departmentAt this time Dell considers this issue closedSincerely Advanced Resolution Group Incident *** 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 records show that the product was purchased from a retailer; therefore, returns are governed
by the policies of the retailer where the product was purchasedOur representative explained the terms of limited hardware warranty, and return policy (applies only to purchases directly from Dell)***Please note that our representative offered technical assistance, as well as, depot service; 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 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, 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 submissionA Dell representative *** recently contacted the customer regarding this matterWe regret any dissatisfaction
the customer may have experienced and appreciate the feedback providedThe representative explained Dells policy“ As is messaged throughout Dell's web site, promotional offers are subject to availability and may change at any time without prior noticePer Dell policy, Dell will not provide a promotionally priced computer once the promotion has ended”The representative explained the order did not get processedIf the customer has any further concerns we request they email the representative at ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, contacted Mr*** and respectfully denied his request for a new replacement system or credit for the cosmetic damage and a replacement
mouseOur records, from the depot, indicate the system arrived with cosmetic damage and a mouse was not received in the boxWe regret any dissatisfaction Mr*** may have experienced and *** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell Inc
Complaint: ***I am rejecting this response because:There was NO PHYSICAL DAMAGE showing on the screen even after the laptop arrived at Dell repair centerAttached photo of the screen was taken by Dell technician after the the laptop arrived at the Dell repair center. The problem of the screen is absolutely "displaying issue" which is covered Dell WarrantyDell is responsible to repair the laptop for free or refund the purchase.Regards,*** ***
Complaint: ***
I am rejecting this response because: for one they cannot answer how a laptop that they claiim is brand new has a hard drive that burned out in less than months, and acccording to Seagate there is warranty on the hard drive till Feb 2021, but DELL refuses to honor that warranty..
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 replaced the customer’s DVD drive and it is now working fine. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: *** Dell now moves to close this matter regarding Incident ID: ***. Sincerely, Advanced Resolution GroupIncident ID# ***Dell Inc
Complaint: ***
I am rejecting this response because:I didn't not ask for a new pc but due to dell's negligence they owed me o$to recover lost files z
Regards,
*** ***
Dear RevDex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computer replaced or a refund We regret any dissatisfaction he may have experienced and appreciate the feedback provided Since the date of the submission, a Dell representative contacted the customer to provide assistance and, for customer satisfaction reasons, processed a full system exchange The replacement computer has been shipped and we ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter. Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Today’s Date: 05/12/2015Dear 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, *** ***, to address the contents of their correspondenceThe customer states
various continued technical concernsAt this time the agent has processed a refund for the customerDell regrets any inconvenience caused and we thank the customer for their time and patience during this processThe customer may also contact the representative at ***@Dell.com should they have any other questions or concerns in the matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Dell claims to have processed gift card, but I have still NOT received anything
Regards,
*** ***
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 informed her of the terms and conditions of
sale.***Please note that the order was canceled and re-issued due to product configuration concernsOur representative worked with our order verification team to resolve the matter; however, delivery was refused by the customerWe regret any dissatisfaction she may have experienced and appreciate the feedback provided regarding her Dell ExperienceOur representative may be contacted directly via 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 Dr* *** *** A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative respectfully denied the customer’s request for a replacement systemHowever, technical assistance was provided to the customer and the customer reports the issue has been resolved. We regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experienceOur representative may be contacted directly via email at *** Sincerely, Advanced Resolution GroupIncident 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 and the limited hardware warrantyAs a gesture of
goodwill and in the interest of customer satisfaction, our representative processed a product returnOur records show that the credits for order# *** & *** have been processedOur representative also followto 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
Complaint: ***
I am rejecting this response because:Dear Better Business Biro Dill’s representative omits in his response the fact that the company is not prepared the upgrade the computer software to be able to run Microsoft w10. With a performance index of equal to My old lap top, it is obvious this model will not be able to handle w`A new download of the existing OS will not improve the performance or allows to install W10. This makes the computer unusable with some applications that upgraded to run Wfact that This computer is ‘at end of life’ as stated by Dell’s representative. The Wwas released last year when the computer was only four years old. Unless Dell provides a statement that ALL computers build in May are not capable to run WI request a replacement computer or compensation for the hundreds of hours installing OS systems with no result. It took Dell three years to improve HD performance from to 9. I am visually disabled and having constant program crashes is unacceptable
Regards,
*** ***
Dear Revdex.com, Dell records indicate that the customer was informed that a part backlog was delaying the repair of her systemIn accordance with the terms of the hardware warranty a refurbished exchange was offeredThe customer requested a new system exchange which was respectfully denied the customer has opted to wait on the partThe representative will follow up with the customer with statusSincerely Advanced Resolution Group Incident *** Dell
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 submissionDell representative, *** contacted the customer and assisted him in getting orders replaced and upgraded the
shipping at no additional costOur records indicate at this time all the orders have now been deliveredIf the customer has any additional concerns or question he contact the representative at ***@Dell.comSincerely, Advanced Resolution Group 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 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 apologized for the problemsThe representative explained that the promotions only last a certain amount of time and there are a designated amount of orders allowedIn this customers case the system did take it to invoice by error which made the system believe it had shippedA full refund was provided to the customer and due to the situation a coupon had already been provided but Dell representative also offered an additional 10% discountWe will extended the 10% discount for the next days if the customer would like to take advantage of the offerThe representative can be reached directly by email at ***@Dell.com if the customer has any further concerns
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Complaint: ***I am rejecting this response because: I completely disagree that the hinge issue is "wear and tear" When the same issue happens twice in less than one year, this is called "poor material/workmanship"A quick Google search will show that I am not the only customer who suffered from this problem in this specific model Again, if it is wear and tear, why did Dell replace the previous laptop that experienced the same issue?Dell was under legal and ethical obligation to fix my laptopHowever, they did not comply with this obligationThey simply mentioned that "it is accidental damage", and when I argued with them that the laptop looks almost new with zero scratches or dents on the LCD, they changed their statement to the damage being "Normal Wear and Tear"Finally, they said the parts are no longer available, and sent me the laptop back (after almost a month) unrepaired.Some quick notes:1) After being initially examined by technicians at the depot, I was informed that I have to pay almost dollars to get the laptop fixed as it is accidental damageThey said they cannot replace only the hinge and that they need to replace the whole LCD assemblyI argued with them that it is not accidental damage, but they said " if you pay we will fix it, if you don't we will send it back to you unrepaired"I had to pay to get the laptop fixed and initiated my case in the Revdex.com.2) After opening the case, the assigned CSR called me and said that the laptop has sustained damage to a point where repair may not be possibleSame week, I received an email from depot informing me that they will ship laptop back to me because the necessary parts to complete the repair are not available (they should have checked on eBay, this specific part is a famous item there as many people are suffering from same problem )3) After that, the same CSR (who previously said that the laptop has sustained damage to a point where repair is not possible) sent me an email informing me that the laptop is repaired and that it is being shipped back to meHe wanted me to confirm that the laptop was "fully functional".When I opened the box, I found a two pieces laptop: a separate base and a separate touch screen assembly (with the broken hinge sitting there) with a single cable connecting themApparently, this is not a "repaired laptop".4) When I sent him an email saying that the laptop was not repaired, he called me and offered me a discount on a new laptop "as a gesture of good will"Of course I rejected the offer. I am not looking for discountsI am looking for my basic rights as a consumerThe right of having my laptop fixed when it fails due to poor materialDell wasted one month of my timeI was told contradictory things (laptop can be repaired/cannot be repaired - accidental damage/ normal wear and tear)This is very unprofessional attitude from a big company. Honestly, I believe my rights as a consumer have been violatedI will be heading to the small claims court to get this issue rectified properlyIt is not about getting this laptop fixed, it is about my rights as a consumer.Regards,*** ***