A Dell representative is still assisting the customer in an attempt to reach final resolution Our representative can be reached directly by email at ***@Dell.com
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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative did reach the customer on the same day as the updateThe representative explained that the customer purchased return to depot warranty and respectfully denied the onsite requestDell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issueWe remain ready to assist the customer within the terms of the warranty and our other policiesShould the customer reconsider and decide to move forward with the resolutionPlease contact the representative by emailing ***@Dell.comSincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because: computer was returned and the casing damage that was sustained during the initial repair was fixed as requested, however, upon receiving the laptop I'm facing the battery issues that prompted me to send the laptop to Dell repair services in the first place, before the damages to the casing occurredThe computer registers it's plugged in, but does not charge.
Regards,
*** ***
Complaint: ***
I am rejecting this response because the product has a manufacturers defectHundreds of consumers are complaining about the same issue online, the hinge of the laptop breaks from basic useThere is absolutely no reason why I have to pay for a repair that should be covered under the warranty and furthermore should be recalledOffering me a discount on repair isn't solving the unethical business practice by DellThey need to make this right with all customers experiencing this issue and cover the repair under the manufacturers warranty
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell order support and delaysWe regret any dissatisfaction they may have experienced and appreciate the feedback
Since the date of the submission, Dell representative, ***, is continuing to work with the customer regarding their concernsOur representative informed the customer that the order is still being delayed due to product availability issues; however, the part is expected to be in-stock by May 5, Furthermore, the customer has the option of waiting for the part or canceling the orderShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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,
*** ***
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, *** is attempting to reach the customer by phone and emailThe representative will attempt a total of times before closing the caseThe representative can be reached at ***@Dell.com for any further assistance she may need regarding this matterSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
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
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 the Dell representative; *** has been communicating with the customer regarding the system issues she was having with the Dell. Ms*** told *** she has since purchased another vendor’s computer and that system seems to perform fine with her work software. She went on to tell *** she is going to keep the Dell as a basystem. *** *** called the customer today, January 20, to confirm with the customer this case is considered closed. Ms*** reiterated the information she had shared with *** and said, unfortunately this experience has put her off Dell. We are so sorry to know this but understand and respect her decision. Please have the customer contact our representative directly by email at ***@Dell.com if she should need any further assistance in this matter. Additionally, *** will make herself available and can be reached at ***_***@Dell.com. Sincerely, Executive Support Team Incident ID# *** Dell Inc
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, 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,
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
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 rebuttal filed with your office by the customerThank you for providing a copy of the submissionOur Dell representative *** has provided feedback to management in regards to the experienceDell records indicate the no boot issue the customer contacted Dell for has been resolvedPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc
Complaint: ***
I am rejecting this response because: 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,
*** ***
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
the customer had purchased a Dell Inspiron December 11, with the return to depot type of hardware warranty. The customer has asked Dell to make an exception by sending his company the needed part to install on their own rather than stand by the warranty and send the system to the depot. Dell representative; ***, in the interest of customer satisfaction, has authorized the daughter board sent directly to the customer for repair. The customer has since confirmed the system is working as intended, therefore the case has been closed as resolved. We certainly do apologize for any frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
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:Though an apology was rendered, within the same sentence he went into his spill about getting the computer back to test and ending making a reprimand of computers are not supposed to be on the bed just laps! No mention of compensation due to my daughter's arm getting burn in the fireNothing to say until the computer is tested to see IF they are liable.
Regards,
*** ***
Thank you for the opportunity to address the correspondence submitted by *** ***A Dell representative recently contacted the customer by phone and e-mail; however, has not been able to discuss the contents of their correspondenceOur representative may be contacted directly by e-mail at
***
A Dell representative is still assisting the customer in an attempt to reach final resolution Our representative can be reached directly by email at ***@Dell.com
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, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe representative did reach the customer on the same day as the updateThe representative explained that the customer purchased return to depot warranty and respectfully denied the onsite requestDell cannot provide support under the warranty without the customer’s cooperation to determine the cause of the issueWe remain ready to assist the customer within the terms of the warranty and our other policiesShould the customer reconsider and decide to move forward with the resolutionPlease contact the representative by emailing ***@Dell.comSincerely, Advanced Resolution Group FID # *** Dell
Complaint: ***
I am rejecting this response because: computer was returned and the casing damage that was sustained during the initial repair was fixed as requested, however, upon receiving the laptop I'm facing the battery issues that prompted me to send the laptop to Dell repair services in the first place, before the damages to the casing occurredThe computer registers it's plugged in, but does not charge.
Regards,
*** ***
Complaint: ***
I am rejecting this response because the product has a manufacturers defectHundreds of consumers are complaining about the same issue online, the hinge of the laptop breaks from basic useThere is absolutely no reason why I have to pay for a repair that should be covered under the warranty and furthermore should be recalledOffering me a discount on repair isn't solving the unethical business practice by DellThey need to make this right with all customers experiencing this issue and cover the repair under the manufacturers warranty
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Customer expressed dissatisfaction with Dell order support and delaysWe regret any dissatisfaction they may have experienced and appreciate the feedback
Since the date of the submission, Dell representative, ***, is continuing to work with the customer regarding their concernsOur representative informed the customer that the order is still being delayed due to product availability issues; however, the part is expected to be in-stock by May 5, Furthermore, the customer has the option of waiting for the part or canceling the orderShould the customer have any additional concerns regarding this case, they can reach out to our representative directly by e-mail at ***@Dell.com
Sincerely,
Advanced Resolution Group
Incident ID: ***
Dell
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,
*** ***
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, *** is attempting to reach the customer by phone and emailThe representative will attempt a total of times before closing the caseThe representative can be reached at ***@Dell.com for any further assistance she may need regarding this matterSincerely, Advanced Resolution Group Incident ID#*** Dell Inc
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
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 the Dell representative; *** has been communicating with the customer regarding the system issues she was having with the Dell. Ms*** told *** she has since purchased another vendor’s computer and that system seems to perform fine with her work software. She went on to tell *** she is going to keep the Dell as a basystem. *** *** called the customer today, January 20, to confirm with the customer this case is considered closed. Ms*** reiterated the information she had shared with *** and said, unfortunately this experience has put her off Dell. We are so sorry to know this but understand and respect her decision. Please have the customer contact our representative directly by email at ***@Dell.com if she should need any further assistance in this matter. Additionally, *** will make herself available and can be reached at ***_***@Dell.com. Sincerely, Executive Support Team Incident ID# *** Dell Inc
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, 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,
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
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 rebuttal filed with your office by the customerThank you for providing a copy of the submissionOur Dell representative *** has provided feedback to management in regards to the experienceDell records indicate the no boot issue the customer contacted Dell for has been resolvedPlease have the customer contact the representative by email at ***@Dell.com if there are any further questions or concernsSincerely, Advanced Resolution Group INC# *** Dell Inc
Complaint: ***
I am rejecting this response because: 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,
*** ***
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
the customer had purchased a Dell Inspiron December 11, with the return to depot type of hardware warranty. The customer has asked Dell to make an exception by sending his company the needed part to install on their own rather than stand by the warranty and send the system to the depot. Dell representative; ***, in the interest of customer satisfaction, has authorized the daughter board sent directly to the customer for repair. The customer has since confirmed the system is working as intended, therefore the case has been closed as resolved. We certainly do apologize for any frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
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:Though an apology was rendered, within the same sentence he went into his spill about getting the computer back to test and ending making a reprimand of computers are not supposed to be on the bed just laps! No mention of compensation due to my daughter's arm getting burn in the fireNothing to say until the computer is tested to see IF they are liable.
Regards,
*** ***
Thank you for the opportunity to address the correspondence submitted by *** ***A Dell representative recently contacted the customer by phone and e-mail; however, has not been able to discuss the contents of their correspondenceOur representative may be contacted directly by e-mail at
***