Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell records indicate the pictures have been recent to the customerAll of Dell’s representatives, regardless of geographical location, utilize the same tools and processes to resolve customer issuesAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell did not push the update, the customer had the option to decline the updateIf the customer is having software issues due to the update this would be considered software support which is fee basedThe customer also has the option to contact MicrosoftThe customers warranty expired in November any support will be fee basedAs 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, processed a credit and will remain engaged until the credit has been applied fully to the original form of paymentWe regret any
dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dear Revdex.com, Our records indicate that Dell representative *** has followed up with the customerThe representative confirmed the last gift cards in question the issue has been resolvedThe representative can be reached by emailing ***_***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 04/22/2016 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 technical concerns and wishes to return systemAt this time the agent advised the system is past the return period, however we can assist in troubleshooting the technical concernsThe customer has not responded to the agentDell 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 questions or if they still require assistance. 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 concernsAfter further review, our representative processed depot service which was completed on February
24th, Our representative also followwith Mr*** to confirm resolutionHis request for replacement or refund was respectfully deniedWe 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
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 recently contacted the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has provided the customer with a new system exchange which has been delivered to him. 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:There has been a lot of confusion about this caseI've been contacted by *** as well as a few other representatives, each one is unaware of the others' correspondenceI tried to get in touch with *** with my concerns, but have been unable to reach her in a timely mannerShe gets back to me every few days to a weekThe specifications of the system replacement I confirmed do not match the specifications of the system I receivedI called several times but was unable to reach ***, I then emailed herHer response to me did not address my concerns, nor answer any questionsI still have not spoken to anyone from Dell headquarters in the United StatesMy latest frustration is with the fact that I did not receive the LED screen, the backlit keyboard, or the extended warranty that she offered and I agreed toInstead I received an LCD screen, standard keyboard (which isn't the main issue, just another empty promise), and absolutely NO warranty coverage on this systemMy confidence in Dell is non-existent and I just pray that this computer holds up past the next month or so.I would still like to speak to an American representative as I originally asked, or have the original agreed-upon specifications met to include an LED screen like the one my original computer came with, and an extended warranty of days
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have had the laptop in question for monthsI have dealt with serious issues that either required a substantial time commitment from myself (with Dell support), or shipping the laptop to Dell to fix (while under warranty)After talking to Dell the last time when they told me that I would have to pay for them to fix it I bought a screen myself and fixed itI am an electronics expert, and electrical engineerI fixed the laptop, at a cost of $to get the new part to replace the defective partThe issue wasn't that there was accidental damage, it was a defective part that failedI believe that this is fundamentally wrong that they won't stand behind their product, when it is quite evident that there have been consistent major issues with the productFurthermore I believe that this should be covered under a type of Lemon Law which protects consumers from exactly this type of situation
Regards,
*** ***
Complaint: ***
I am rejecting this response because: They lost my laptop that was still under warranty with a new screen that they had just replaced
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 attempted to contact the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has emailed the customer that his refund has been credited to his account. 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computers replaced Parts and computers used to replace failed parts or computers covered under Dell’s Limited Hardware
Warranty remain the property of Dell until such time as the replaced item is returned to Dell Dell records indicate multiple open service dispatches and Dell will not provide additional support or exchanges until this matter is addressed by the customer with Dell’s Global Services Fraud representative mentioned in the submission We ask that the customer contact the representative at ***_***@dellteam.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 agree that I have received a refurbished unit from them.My original request was for a full refund, but after I realized that they would never do that no matter how poorly the situation was handled or how much down time there was with their product, I acquiesced to their offer.Dell has resolved this issue their way and my only response is that moving forward, I will no longer be purchasing Dell products for myself or for my company.
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Ms*** expressed dissatisfaction with Dell service and support and wants an exchange computer We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records indicate Ms*** was provided support consistent with the terms of Dell’s Mail in Depot Repair service with two dispatches during November, 2016, and February, There is only one call logged under her Dell account prior to November, 2016, which would indicate that there were no ongoing or unresolved issues for almost a year from the original invoice date The first call after the February dispatch was during March, 2017, at which time Ms*** reported a new issue however the warranty had expired At that time, our representative denied Ms*** refund and exchange requests and, for customer satisfaction reasons, offered a service dispatch at Dell’s Repair Depot Ms*** declined the offer Since the date of the submission, a Dell representative contacted Ms***, denied her exchange request, and offered support per the terms of the maDepot service which Ms*** declined Should she reconsider and want assistance, we ask that she contact our representative within ten (10) days of this response at *** for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 informed him that his Dell system limited hardware warranty
expired on December 9th, Our representative also explained the terms and conditions of Dell’s limited hardware warranty which dictates that software issues are not covered under the warranty***
Please note that our representative offered fee based out of warranty service; however, Mr*** elected not to accept our offer of assistanceHis request for free support was respectfully deniedWe 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: dell made minimal effort to rectify the horrible customer service and settled on a half rate apology instead of attempting to retain a customerIf this is the effort (or lack thereof) their foreign customer service team makes to resolve issues, I will spend the rest of my days ensuring that it is known dell has horrible serviceAlthough, by looking at their + negative reviews on the Revdex.com website, it would appear dell simply doesn't care about providing service that passes for the lowest level of acceptable
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell will not ship computer that they said I will receiveI checked this morning and the estimated delivery is 2/12/I am still waiting for the computer
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell promotion We regret any dissatisfaction the customer may have experienced and appreciate the feedback
provided Since the date of the submission, Dell representatives have attempted to contact the customer to address the customer’s concerns however, to date; there has been no response to the representatives’ follow up contact attempts Should the customer still need assistance, we ask that they contact our representative at ***@Dell.com for any further assistance they may need regarding this matter.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 concernsOur representative worked with the order verification team and the shipping carrier to resolve
this matterFurthermore, as requested, Mr*** provided a copy of the police report; therefore, a replacement was processedOur records show replacement order number *** has been delivered under FedEx tracking numbers ***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 by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** *** ***. Our representative, ***, contacted Mr*** ***, who verified the
replacement gift card has been receivedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience*** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
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 customerDell records indicate the pictures have been recent to the customerAll of Dell’s representatives, regardless of geographical location, utilize the same tools and processes to resolve customer issuesAs Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matterShould the customer need future assistance, we ask that they contact Dell via email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/SupportSincerely, Advanced Resolution Group FID # *** Dell
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerDell did not push the update, the customer had the option to decline the updateIf the customer is having software issues due to the update this would be considered software support which is fee basedThe customer also has the option to contact MicrosoftThe customers warranty expired in November any support will be fee basedAs 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative, ***, processed a credit and will remain engaged until the credit has been applied fully to the original form of paymentWe regret any
dissatisfaction Mr*** may have experienced and appreciate the feedback provided regarding his Dell Experience*** may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc
Dear Revdex.com, Our records indicate that Dell representative *** has followed up with the customerThe representative confirmed the last gift cards in question the issue has been resolvedThe representative can be reached by emailing ***_***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Today’s Date: 04/22/2016 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 technical concerns and wishes to return systemAt this time the agent advised the system is past the return period, however we can assist in troubleshooting the technical concernsThe customer has not responded to the agentDell 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 questions or if they still require assistance. 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 concernsAfter further review, our representative processed depot service which was completed on February
24th, Our representative also followwith Mr*** to confirm resolutionHis request for replacement or refund was respectfully deniedWe 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
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 recently contacted the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has provided the customer with a new system exchange which has been delivered to him. 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:There has been a lot of confusion about this caseI've been contacted by *** as well as a few other representatives, each one is unaware of the others' correspondenceI tried to get in touch with *** with my concerns, but have been unable to reach her in a timely mannerShe gets back to me every few days to a weekThe specifications of the system replacement I confirmed do not match the specifications of the system I receivedI called several times but was unable to reach ***, I then emailed herHer response to me did not address my concerns, nor answer any questionsI still have not spoken to anyone from Dell headquarters in the United StatesMy latest frustration is with the fact that I did not receive the LED screen, the backlit keyboard, or the extended warranty that she offered and I agreed toInstead I received an LCD screen, standard keyboard (which isn't the main issue, just another empty promise), and absolutely NO warranty coverage on this systemMy confidence in Dell is non-existent and I just pray that this computer holds up past the next month or so.I would still like to speak to an American representative as I originally asked, or have the original agreed-upon specifications met to include an LED screen like the one my original computer came with, and an extended warranty of days
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have had the laptop in question for monthsI have dealt with serious issues that either required a substantial time commitment from myself (with Dell support), or shipping the laptop to Dell to fix (while under warranty)After talking to Dell the last time when they told me that I would have to pay for them to fix it I bought a screen myself and fixed itI am an electronics expert, and electrical engineerI fixed the laptop, at a cost of $to get the new part to replace the defective partThe issue wasn't that there was accidental damage, it was a defective part that failedI believe that this is fundamentally wrong that they won't stand behind their product, when it is quite evident that there have been consistent major issues with the productFurthermore I believe that this should be covered under a type of Lemon Law which protects consumers from exactly this type of situation
Regards,
*** ***
Complaint: ***
I am rejecting this response because: They lost my laptop that was still under warranty with a new screen that they had just replaced
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 attempted to contact the customer regarding
their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has emailed the customer that his refund has been credited to his account. 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with Dell service and support and wants his computers replaced Parts and computers used to replace failed parts or computers covered under Dell’s Limited Hardware
Warranty remain the property of Dell until such time as the replaced item is returned to Dell Dell records indicate multiple open service dispatches and Dell will not provide additional support or exchanges until this matter is addressed by the customer with Dell’s Global Services Fraud representative mentioned in the submission We ask that the customer contact the representative at ***_***@dellteam.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 agree that I have received a refurbished unit from them.My original request was for a full refund, but after I realized that they would never do that no matter how poorly the situation was handled or how much down time there was with their product, I acquiesced to their offer.Dell has resolved this issue their way and my only response is that moving forward, I will no longer be purchasing Dell products for myself or for my company.
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Ms*** expressed dissatisfaction with Dell service and support and wants an exchange computer We regret any dissatisfaction she may have experienced and appreciate the feedback provided Dell records indicate Ms*** was provided support consistent with the terms of Dell’s Mail in Depot Repair service with two dispatches during November, 2016, and February, There is only one call logged under her Dell account prior to November, 2016, which would indicate that there were no ongoing or unresolved issues for almost a year from the original invoice date The first call after the February dispatch was during March, 2017, at which time Ms*** reported a new issue however the warranty had expired At that time, our representative denied Ms*** refund and exchange requests and, for customer satisfaction reasons, offered a service dispatch at Dell’s Repair Depot Ms*** declined the offer Since the date of the submission, a Dell representative contacted Ms***, denied her exchange request, and offered support per the terms of the maDepot service which Ms*** declined Should she reconsider and want assistance, we ask that she contact our representative within ten (10) days of this response at *** for any further assistance she may need regarding this matter.Sincerely,Advanced Resolution GroupIncident ID: ***Dell
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 informed him that his Dell system limited hardware warranty
expired on December 9th, Our representative also explained the terms and conditions of Dell’s limited hardware warranty which dictates that software issues are not covered under the warranty***
Please note that our representative offered fee based out of warranty service; however, Mr*** elected not to accept our offer of assistanceHis request for free support was respectfully deniedWe 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: dell made minimal effort to rectify the horrible customer service and settled on a half rate apology instead of attempting to retain a customerIf this is the effort (or lack thereof) their foreign customer service team makes to resolve issues, I will spend the rest of my days ensuring that it is known dell has horrible serviceAlthough, by looking at their + negative reviews on the Revdex.com website, it would appear dell simply doesn't care about providing service that passes for the lowest level of acceptable
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Dell will not ship computer that they said I will receiveI checked this morning and the estimated delivery is 2/12/I am still waiting for the computer
Regards,
*** ***
Dear Revdex.com,Thank you for providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a Dell promotion We regret any dissatisfaction the customer may have experienced and appreciate the feedback
provided Since the date of the submission, Dell representatives have attempted to contact the customer to address the customer’s concerns however, to date; there has been no response to the representatives’ follow up contact attempts Should the customer still need assistance, we ask that they contact our representative at ***@Dell.com for any further assistance they may need regarding this matter.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 concernsOur representative worked with the order verification team and the shipping carrier to resolve
this matterFurthermore, as requested, Mr*** provided a copy of the police report; therefore, a replacement was processedOur records show replacement order number *** has been delivered under FedEx tracking numbers ***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 by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** *** ***. Our representative, ***, contacted Mr*** ***, who verified the
replacement gift card has been receivedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell Experience*** remains available and may be contacted via email at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell, Inc