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
Dell has gone beyond expectation and has sincerely impressed me with their level of service. I am highly satisfied
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 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, 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
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. The customer has informed *** they will get back to her after the holidays, she will then resolve the customers issue. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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,
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,
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
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,Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with Dell service and support and wants a new system exchangeWe regret any dissatisfaction they may have experienced and appreciate the feedback providedPer the terms of
Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properly. Since the date of the submission, a Dell representative contacted the customer to discuss their concernsOur representative denied the customer’s new system exchange request and offered support, per the terms of the warrantyTo date, the customer has refused to work with our representative to perform diagnostics. Dell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issue. We remain ready to assist within the terms of the warranty and our other policiesShould the customer reconsider and agree to troubleshoot, we ask that they contact our representative at ***@Dell.com within ten (10) days from the date of this response for any further assistance they may need regarding this matterAlternatively, the customer may contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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,
Dell representative, *** has attempted numerous times to reach the customer by phone and email to assist the customer furtherAt this time the representative remains available to assistPlease have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
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,
*** ***
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: I am a customer with a problem with my computer and I should be able to speak to someone in the United States, NOT India! This company will NEVER get any more business from me nor will I recommend anyone at all to use Dell and I will comment on as many forums I can find that have Dell issues, like the 5,dissatisfied customers I have already foundThis should make the Revdex.com think twice about giving them a good rating with all these complaintsThis issue is NOT closed and I want to speak to someone in the United States who speaks good English, I don't think that is too much to ask of a paying customer!
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,
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is (barely) satisfactory to me
Although I am bothered by the fact that it has taken SEVEN MONTHS to get all the credits and they gave me the last credit of $as a "SMALL BALANCE WRITE-OFF CREDIT" when it actually was NOT a write off because I provided proof that they legitimately owed it, but at this point I don't care anymoreMy balance on my Dell finance card is zero and credits were issues for the full refund prices overallI am absolutely certain I will never do business with Dell againIt is sad that a once reputable and great company has resorted to outsourcing their incident teams out of India and have resorted to foul playI won't do business with that kind of dishonest and shady company because I don't have to...there are a lot of other computer sales companies that are cheaper and easier to deal withI will just buy those in the future!
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Hi, Good afternoonI am sending this email purely because I don't know what to doI purchased a dell laptop directly from the dell website a little less than a year agoWhen all was said and done it cost me about $I'm a student preparing to begin college and was looking for a laptop to do basic things on: type up documents in word, save files, send emails etcI had done some research and the laptop I purchased appeared to be a good fit: the dell Inspiron Unfortunately, the past past months, I've only had the opportunity to use it maybe two dozen timesThis is due to its extreme slowness and lack of consistency as to whether or not when I open the computer it will decide to work or notI have reached out to Dell on a number of occasions, and do receive some responses- however, they have not yet fixed any of the computer issuesI am filing another Revdex.com complaint due to the issues not being resolved- on my first complaint it was closed because the business couldn't offer a refund; however, I am interested in ANY of the following: exchange, repair, replacement, or refundI just need a laptop that works for school and I can't afford to go buy a new one purely because the one I purchased does not operate as advertisedI have a good friend who owns the same laptop and is what initially leaked my interest into purchasing this specific laptop; and she said the issues I've experience for all months since purchase are aband worth bringing up with the companyI've tried to resolve it on the phone with Dell but have been unsuccessfulMy next step after this will be to post consumer reviews to prevent another human from having the same experience as meThank you for your time.Exchange, repair, refund, replacement, or store credit are all fair means of resolution in my opinion that I hope to meet
Regards,
*** ***
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,
*** ***
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
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
Dell has gone beyond expectation and has sincerely impressed me with their level of service. I am highly satisfied
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 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, 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
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. The customer has informed *** they will get back to her after the holidays, she will then resolve the customers issue. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
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,
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,
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
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,Thank you for providing a copy of the customer’s submissionCustomer expressed dissatisfaction with Dell service and support and wants a new system exchangeWe regret any dissatisfaction they may have experienced and appreciate the feedback providedPer the terms of
Dell’s Limited Hardware Warranty, in order to obtain support, it would be necessary for the customer to engage with a Dell technical representative to perform diagnostics to determine what, if any, hardware component is not functioning properly. Since the date of the submission, a Dell representative contacted the customer to discuss their concernsOur representative denied the customer’s new system exchange request and offered support, per the terms of the warrantyTo date, the customer has refused to work with our representative to perform diagnostics. Dell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issue. We remain ready to assist within the terms of the warranty and our other policiesShould the customer reconsider and agree to troubleshoot, we ask that they contact our representative at ***@Dell.com within ten (10) days from the date of this response for any further assistance they may need regarding this matterAlternatively, the customer may contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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,
Dell representative, *** has attempted numerous times to reach the customer by phone and email to assist the customer furtherAt this time the representative remains available to assistPlease have the customer contact the representative by email at ***@Dell.com
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
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,
*** ***
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: I am a customer with a problem with my computer and I should be able to speak to someone in the United States, NOT India! This company will NEVER get any more business from me nor will I recommend anyone at all to use Dell and I will comment on as many forums I can find that have Dell issues, like the 5,dissatisfied customers I have already foundThis should make the Revdex.com think twice about giving them a good rating with all these complaintsThis issue is NOT closed and I want to speak to someone in the United States who speaks good English, I don't think that is too much to ask of a paying customer!
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,
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is (barely) satisfactory to me
Although I am bothered by the fact that it has taken SEVEN MONTHS to get all the credits and they gave me the last credit of $as a "SMALL BALANCE WRITE-OFF CREDIT" when it actually was NOT a write off because I provided proof that they legitimately owed it, but at this point I don't care anymoreMy balance on my Dell finance card is zero and credits were issues for the full refund prices overallI am absolutely certain I will never do business with Dell againIt is sad that a once reputable and great company has resorted to outsourcing their incident teams out of India and have resorted to foul playI won't do business with that kind of dishonest and shady company because I don't have to...there are a lot of other computer sales companies that are cheaper and easier to deal withI will just buy those in the future!
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Hi, Good afternoonI am sending this email purely because I don't know what to doI purchased a dell laptop directly from the dell website a little less than a year agoWhen all was said and done it cost me about $I'm a student preparing to begin college and was looking for a laptop to do basic things on: type up documents in word, save files, send emails etcI had done some research and the laptop I purchased appeared to be a good fit: the dell Inspiron Unfortunately, the past past months, I've only had the opportunity to use it maybe two dozen timesThis is due to its extreme slowness and lack of consistency as to whether or not when I open the computer it will decide to work or notI have reached out to Dell on a number of occasions, and do receive some responses- however, they have not yet fixed any of the computer issuesI am filing another Revdex.com complaint due to the issues not being resolved- on my first complaint it was closed because the business couldn't offer a refund; however, I am interested in ANY of the following: exchange, repair, replacement, or refundI just need a laptop that works for school and I can't afford to go buy a new one purely because the one I purchased does not operate as advertisedI have a good friend who owns the same laptop and is what initially leaked my interest into purchasing this specific laptop; and she said the issues I've experience for all months since purchase are aband worth bringing up with the companyI've tried to resolve it on the phone with Dell but have been unsuccessfulMy next step after this will be to post consumer reviews to prevent another human from having the same experience as meThank you for your time.Exchange, repair, refund, replacement, or store credit are all fair means of resolution in my opinion that I hope to meet
Regards,
*** ***
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,
*** ***
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