Thank you for the opportunity to address the correspondence submitted by Ms
*** ***A Dell representative contacted Ms*** by phone and e-mail; however, has not been able to discuss the contents of her correspondencePlease have her contact our representative at ***@Dell.com
Revdex.com: hi *** per our conversation on Saturday I would like you to send the refurbished computer to my address at *** *** *** *** ** *** -----Original Message----- From: ***.*** To: *** Sent: Mon, Apr 10, 9:am Subject: Regarding your Dell computer incident = *** Dell Customer Communication
Regards,
*** ***
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted *** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative advised the customer the order was cancelled because the item was
not available and the credit has been applied to the gift cardsThe customer placed an order for a different item and our records indicate it has been deliveredOur representative explained the order is not eligible for a gift cardThe customer has not responded to subsequent contact attemptsOur representative remains available and may be contacted directly via email at ***@Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Dell representative *** worked with this customer to resolve the issues as reported in the complaintThe customer reports he received the credit for the head phones and price matchTherefore, the issues are resolved and our representative closed this case but may be reached at
***@dell.com
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 unitOur
records show that the replacement order# *** was received by Mr*** on February 9th, under FedEx Tracking# ***Our representative also followed up 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, Our records indicate the customer did confirm they received the last creditThe customer confirmed he had no further questions or concernsSincerely Advanced Resolution Group Incident *** Dell
Complaint: ***
I am rejecting this response because: It was ironic that part of my complaint was not being able to understand the costumer service rep and the person who contacted me I couldn't understand very well eitherI wouldn't have had to have my computer tech fix the computer if there tech had made sure that the computer was working properly and everything that was on the computer when I purchased it was on it when he was done. That's all he did was put the hard drive in turned it on and leftHe didn't wait to make sure everything was working or if everything was on this new hard driveI believe that a hard drive with all my personal information on it is my property and should be returned to me, along with the money $I had to pay my tech to do what your tech wouldn't do
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have heard from a Dell Representative and have followed their steps to resolve orderI replaced my order per their instructions on 11-3-and was to receive my new order on 11-5-per their day deliveryHere it is 11-11-and I still haven't received itWhen I try to track it via Fall it tells me is that a label has been createdThis is getting to be ridiculousThis is the 2nd time now I have ordered and they are not honoring what the say or advertise!
Regards,
*** Ratliff
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, Our records indicate that the system was returned from the depotMs*** confirmed receipt but has stated she is receiving an error message while attempting to load a programThe representative is attempting to follow up with Ms*** to determine what error message and resolve the issueAt this time we ask that Ms*** follow up by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerWhen an “instant discount” or promotion for a bundled item is included with a Dell computer purchase, the amount is deducted from the base price of the entire order and line items are adjusted accordingly on the billingOur records indicate Mr*** was charged the amount he expected including the bundled software promotionAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterSincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because: Dell has not offered anything different then what they offered me last timeThey are choosing to not honor a sale they made and have lied to me multiple times of the reason why the sale was cancelled.Dell is telling me that the sale has ended but I am not trying to get a price match on a laptop after the special expiredI bought the laptop when the special was still goodI have a receipt and a estimated arrival date on the shipmentI am not satisfied with the resolution Dell offered to me
Regards,
*** ***
Thank you for providing a copy of the customer’s submission. Dell representative, ***, has been assigned to this case and has initiated contact with the customer by phone; in their attempt to work with the customer and bring this matter to a reasonable resolution. We ask that
the customer continue to work with ***. The representative can be reached directly by email at ***_***@Dell.com
Today’s Date: 01/27/2016 Dear 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 correspondence
The customer states continued concernsAt this time the agent has confirmed with the customer the exchange was receivedDell 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 with any other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I still don't have my refund and have asked when "the next billing cycle" is via email, but have received no reply.I have now spent well over hours and still have no refund
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have provided the information requested in this response over days ago (as the attachment shows), yet they have not contacted me sinceSo NO, nothing has been resolvedI still have a brand new laptop that does not work, which Dell tech support could not fix, which Dell won't take back because it is from a retailer (***), and the retailer won't take it back because it is beyond the day return policy for them (even though this was a Christmas gift)I bought this as a gift for my wife while overseasSince the gift was to be a BRSAND NEW WORKING LAPTOP, I will not accept a "replacement" laptop that has been previously used or refurbishedAt this point due to the absolute PITA this has been, I just want my money back.
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell is a Global company and the location of the representative would not change the resolutionDell has closed this complaintAdvanced Resolution Group Incident *** 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 Our records indicate
Dell representative; *** has explained to the customer, Dell supports computer systems hardware through our Limited Hardware Warranty. Mr***’ computer hardware warranty with Dell expired 12/08/2014. *** has further explained that it is quite possible *** sold him other services when he had purchased his Dell; so we encourage the customer to contact *** for clarification and assistance. We certainly do apologize for any frustration or confusion there may have been regarding this *** purchase and we hope *** has been helpful. We thank the customer and the Revdex.com for bringing the matter to our attention. Please have the customer contact *** for further assistance. If the customer should need further guidance, please ask him to contact our representative directly by email at ***@Dell.com. Sincerely, Executive Support Team Incident ID# *** 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
Thank you for the opportunity to address the correspondence submitted by Ms
*** ***A Dell representative contacted Ms*** by phone and e-mail; however, has not been able to discuss the contents of her correspondencePlease have her contact our representative at ***@Dell.com
Revdex.com: hi *** per our conversation on Saturday I would like you to send the refurbished computer to my address at *** *** *** *** ** *** -----Original Message----- From: ***.*** To: *** Sent: Mon, Apr 10, 9:am Subject: Regarding your Dell computer incident = *** Dell Customer Communication
Regards,
*** ***
Thank you for providing a copy of the customer’s correspondenceA Dell representative has contacted *** *** to achieve a resolution for her concernsOur representative may be contacted via e-mail at ***
Dear Revdex.com,Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted the customer regarding the issues described in his correspondenceOur representative advised the customer the order was cancelled because the item was
not available and the credit has been applied to the gift cardsThe customer placed an order for a different item and our records indicate it has been deliveredOur representative explained the order is not eligible for a gift cardThe customer has not responded to subsequent contact attemptsOur representative remains available and may be contacted directly via email at ***@Dell.comWe regret the dissatisfaction the customer may have experienced and appreciate the feedback provided regarding his Dell experience Sincerely, Advanced Resolution GroupIncident ID: ***Dell Inc
Dell representative *** worked with this customer to resolve the issues as reported in the complaintThe customer reports he received the credit for the head phones and price matchTherefore, the issues are resolved and our representative closed this case but may be reached at
***@dell.com
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 unitOur
records show that the replacement order# *** was received by Mr*** on February 9th, under FedEx Tracking# ***Our representative also followed up 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, Our records indicate the customer did confirm they received the last creditThe customer confirmed he had no further questions or concernsSincerely Advanced Resolution Group Incident *** Dell
Complaint: ***
I am rejecting this response because: It was ironic that part of my complaint was not being able to understand the costumer service rep and the person who contacted me I couldn't understand very well eitherI wouldn't have had to have my computer tech fix the computer if there tech had made sure that the computer was working properly and everything that was on the computer when I purchased it was on it when he was done. That's all he did was put the hard drive in turned it on and leftHe didn't wait to make sure everything was working or if everything was on this new hard driveI believe that a hard drive with all my personal information on it is my property and should be returned to me, along with the money $I had to pay my tech to do what your tech wouldn't do
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have heard from a Dell Representative and have followed their steps to resolve orderI replaced my order per their instructions on 11-3-and was to receive my new order on 11-5-per their day deliveryHere it is 11-11-and I still haven't received itWhen I try to track it via Fall it tells me is that a label has been createdThis is getting to be ridiculousThis is the 2nd time now I have ordered and they are not honoring what the say or advertise!
Regards,
*** Ratliff
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, Our records indicate that the system was returned from the depotMs*** confirmed receipt but has stated she is receiving an error message while attempting to load a programThe representative is attempting to follow up with Ms*** to determine what error message and resolve the issueAt this time we ask that Ms*** follow up by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerWhen an “instant discount” or promotion for a bundled item is included with a Dell computer purchase, the amount is deducted from the base price of the entire order and line items are adjusted accordingly on the billingOur records indicate Mr*** was charged the amount he expected including the bundled software promotionAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterSincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because: Dell has not offered anything different then what they offered me last timeThey are choosing to not honor a sale they made and have lied to me multiple times of the reason why the sale was cancelled.Dell is telling me that the sale has ended but I am not trying to get a price match on a laptop after the special expiredI bought the laptop when the special was still goodI have a receipt and a estimated arrival date on the shipmentI am not satisfied with the resolution Dell offered to me
Regards,
*** ***
Thank you for providing a copy of the customer’s submission. Dell representative, ***, has been assigned to this case and has initiated contact with the customer by phone; in their attempt to work with the customer and bring this matter to a reasonable resolution. We ask that
the customer continue to work with ***. The representative can be reached directly by email at ***_***@Dell.com
Today’s Date: 01/27/2016 Dear 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 correspondence
The customer states continued concernsAt this time the agent has confirmed with the customer the exchange was receivedDell 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 with any other questions or concerns in the matter. Sincerely, Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: I still don't have my refund and have asked when "the next billing cycle" is via email, but have received no reply.I have now spent well over hours and still have no refund
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have provided the information requested in this response over days ago (as the attachment shows), yet they have not contacted me sinceSo NO, nothing has been resolvedI still have a brand new laptop that does not work, which Dell tech support could not fix, which Dell won't take back because it is from a retailer (***), and the retailer won't take it back because it is beyond the day return policy for them (even though this was a Christmas gift)I bought this as a gift for my wife while overseasSince the gift was to be a BRSAND NEW WORKING LAPTOP, I will not accept a "replacement" laptop that has been previously used or refurbishedAt this point due to the absolute PITA this has been, I just want my money back.
Regards,
*** ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell is a Global company and the location of the representative would not change the resolutionDell has closed this complaintAdvanced Resolution Group Incident *** 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 Our records indicate
Dell representative; *** has explained to the customer, Dell supports computer systems hardware through our Limited Hardware Warranty. Mr***’ computer hardware warranty with Dell expired 12/08/2014. *** has further explained that it is quite possible *** sold him other services when he had purchased his Dell; so we encourage the customer to contact *** for clarification and assistance. We certainly do apologize for any frustration or confusion there may have been regarding this *** purchase and we hope *** has been helpful. We thank the customer and the Revdex.com for bringing the matter to our attention. Please have the customer contact *** for further assistance. If the customer should need further guidance, please ask him to contact our representative directly by email at ***@Dell.com. Sincerely, Executive Support Team Incident ID# *** 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