Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted Mr*** and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at ***@Dell.com
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
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,
*** ***
Complaint:
***
I am rejecting this response because:
One I never declined the assistance, I simply told them that I do not have hours upon hours to sit on the phone for me to go through trial and error to fix the computerSecond, I had the full warranty and the extension to all hardware and accidental. They keep telling me that I can not send it to them for them to look at or try to work onI can not take it to a store or send it off to them. There again it is ME that has to fix the computer and THEM get paid for itIt really is not fair to the customer. All of this is not going to matter anyway, because Dell and it's "tech support" don't really care about the customer at allThey get paid for the customers time and effort and the customer gets nothing but headache and frustrationsSo no I do not agree with the response they have given youI never refused help, just don't have the hours to sit on the phone
Regards,
*** ***
Complaint: ***
I am rejecting this response because: This isn't the information that was shared with me when I spoke to their RUDE representative. *** *** from Dells Advanced Resolution Group was very condescending , lacked customer service skills and made no attempts to assist me. He kept asking me "why I contacted the Revdex.com." I felt violated and harassed. I requested to have someone else assist me and he went on to tell me he is the "only person" that I would talk to. I'm outraged at the treatment as I've been a loyal customer from over years.
Regards,
*** ***
A Dell representative is continuing to work with Ms*** to achieve an amicable resolution for her concernsA callback has been scheduled for August 14th, Our representative may be contacted directly by e-mail at ***
Complaint: ***I am in a catch-situation I neither accept nor reject the offer I am willing for them to try for about the 20th timethe latest offer is to send someone to my house to "replace parts" they, previously, replaced my motherboard and touchpad on my original laptop which still did not work when they sent it backthe "refurbished" one I now have was "thoroughly" checked by their techs and this does not work, eitheri have to accept to have them "fix" this laptop as they don't offer a refund nor to give me another laptopi don't know what they can do that their repair shops couldn't fix ...if I reject their offer, I have no hope and they offer no other help
Regards,
*** ***
Dear Revdex.com, Thank you for providing a copy of the customer’s follsubmission. Customer expressed dissatisfaction with Dell service and support and wants a refund for a gift card used for a computer purchase. Dell records indicate the customer returned the reorder number *** and was provided a full refund for $and $250.00. The original order remains invoiced, including the $gift card used for the purchase of the computer in the customer’s possession. Dell will not be offering any additional concessions and no further attempt has been made to reach the customer regarding this case. We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter 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 concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative
processed a replacement unitOur records show that the replacement order# *** was delivered to Mr*** on August 18, under FedEx Tracking# ***The 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 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 concernsMr*** stated that he was finally able to install/update Office Professional
with an assistance of the previous Dell support agentWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceShould Mr*** have any additional concerns, he 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
Sincerely,
Advanced Resolution Group
Incident ID ***
Dell
Complaint: ***
I am rejecting this response because: Dell says "as a courtesy they processed a one time credit refund" The refund they processed was for an AC Adapter they had recommended as compatible that was not compatible It didn't fit During the whole process they did not apologize one time Every contact with them was stand-offish, like they resented having to deal with the situation at all They did manage to send an AC Adapter that worked (at no charge), I will give them that Kudos for completing the bare minimum My initial contacts with Dell were so horrible (even including personal insults) that the bare minimum only guarantees that this case is complete It certainly does not guarantee that is was completed with any sort of satisfaction or even proficiency
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 submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding
this experienceI assure you we take matters like this very seriously and have initiated an investigationDue to that investigation it was found that the funds have been put back in the account
The Dell representative *** has attempted to contact the customer by phone and email but was unable to leave a voice messageWe remain available to assist the customer if there are any further concernsYou may contact the representative directly by email at ***@Dell.com for any further assistance you may need in this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative recently contacted Mr*** regarding his concernsOur representative worked with the account verification department to resolve this matterOur records show
that order numbers *** and *** were canceled and Mr*** was not changedAll the outstanding credits have been posted to the original form of payment for the following orders: ***, ***, ***, and ***Furthermore, Mr*** disputed the charges with his bank for order number *** / bank case number ***; therefore, his request for a refund from Dell was respectfully deniedWe 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
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 submissionOur records indicate the Dell representative;
*** has authorized a replacement Dell Gift Card sent to our customer. *** reminded the customer there is an expiration date so the card should be redeemed within ninety (90) days from the date of issue. The customer has received the Dell Gift Card and has acknowledged they do understand the Terms and Conditions of the card usage. We certainly do apologize for any miscommunication or frustration the customer may have experienced regarding this matter. 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative recently contacted Mr*** regarding his concerns and explained the terms of the limited hardware warranty
***
In the interest of customer satisfaction, our representative provided technical assistance and processed a Dell Direct USB media for reinstallation of the operating systemPlease note, our representative made multiple attempts to reach Mr***; however, has not been able 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order We regret any miscommunication which may have occurred and appreciate the feedback
When Dell offers for sale a third party item, we must rely on a third party vendor for fulfillment Occasionally unexpected volume of sales or a shortage of a manufacturer’s product is experienced by Dell or our vendors and we must notify customers if we are unable to ship the order by the original estimated shdate and allow a customer to cancel their order or elect to wait for it to be fulfilledSince the date of the submission, a Dell representative contacted the customer to provide assistance and update the customer as the order progressed The customer’s order has since been delivered and we ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.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 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. *** has refunded the customer’s shipping charges and confirmed he has received his order. 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 follsubmission. Customer expressed
dissatisfaction with Dell service and support and wants a $Price Match
refund. Since the date of the follow up submission, a Dell representative
contacted the customer and, for customer satisfaction reasons, processed a
$concession coupon which the customer can use toward another
purchase. The customer indicated to our representative that this resolves
her issue. She may contact our representative at ***@Dell.com should there be
any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Microsoft doesn't support Windows anymore and Dell knows itAnother game they (Dell) is playing
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show that the limited hardware warranty for service tag number *** expired on October
19, Depot service was issued on November 11, associated with order number ***Our records show that on December 2, 2016, as per original hardware configuration, correct parts were replaced by Depot under dispatch number ***Depot repaired and fully tested the computer, which was delivered to Mr*** on December 5, Furthermore, in the interest of customer satisfaction, our representative offered a refund of the repair cost listed under order number *** or a certified refurbished replacement computer, per the terms of the warrantyPlease note that Mr*** declined these offersHis request for an onsite service with new upgraded parts or a new upgraded replacement computer was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative contacted Mr*** and is working with him to achieve an amicable resolution for his concernsOur representative may be contacted directly by e-mail at ***@Dell.com
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
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,
*** ***
Complaint:
***
I am rejecting this response because:
One I never declined the assistance, I simply told them that I do not have hours upon hours to sit on the phone for me to go through trial and error to fix the computerSecond, I had the full warranty and the extension to all hardware and accidental. They keep telling me that I can not send it to them for them to look at or try to work onI can not take it to a store or send it off to them. There again it is ME that has to fix the computer and THEM get paid for itIt really is not fair to the customer. All of this is not going to matter anyway, because Dell and it's "tech support" don't really care about the customer at allThey get paid for the customers time and effort and the customer gets nothing but headache and frustrationsSo no I do not agree with the response they have given youI never refused help, just don't have the hours to sit on the phone
Regards,
*** ***
Complaint: ***
I am rejecting this response because: This isn't the information that was shared with me when I spoke to their RUDE representative. *** *** from Dells Advanced Resolution Group was very condescending , lacked customer service skills and made no attempts to assist me. He kept asking me "why I contacted the Revdex.com." I felt violated and harassed. I requested to have someone else assist me and he went on to tell me he is the "only person" that I would talk to. I'm outraged at the treatment as I've been a loyal customer from over years.
Regards,
*** ***
A Dell representative is continuing to work with Ms*** to achieve an amicable resolution for her concernsA callback has been scheduled for August 14th, Our representative may be contacted directly by e-mail at ***
Complaint: ***I am in a catch-situation I neither accept nor reject the offer I am willing for them to try for about the 20th timethe latest offer is to send someone to my house to "replace parts" they, previously, replaced my motherboard and touchpad on my original laptop which still did not work when they sent it backthe "refurbished" one I now have was "thoroughly" checked by their techs and this does not work, eitheri have to accept to have them "fix" this laptop as they don't offer a refund nor to give me another laptopi don't know what they can do that their repair shops couldn't fix ...if I reject their offer, I have no hope and they offer no other help
Regards,
*** ***
Dear Revdex.com, Thank you for providing a copy of the customer’s follsubmission. Customer expressed dissatisfaction with Dell service and support and wants a refund for a gift card used for a computer purchase. Dell records indicate the customer returned the reorder number *** and was provided a full refund for $and $250.00. The original order remains invoiced, including the $gift card used for the purchase of the computer in the customer’s possession. Dell will not be offering any additional concessions and no further attempt has been made to reach the customer regarding this case. We ask that the customer contact our representative at ***@Dell.com should there be any further questions regarding this matter 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 concernsAs a onetime gesture of goodwill and in the interest of customer satisfaction, our representative
processed a replacement unitOur records show that the replacement order# *** was delivered to Mr*** on August 18, under FedEx Tracking# ***The 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 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 concernsMr*** stated that he was finally able to install/update Office Professional
with an assistance of the previous Dell support agentWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceShould Mr*** have any additional concerns, he 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
Sincerely,
Advanced Resolution Group
Incident ID ***
Dell
Complaint: ***
I am rejecting this response because: Dell says "as a courtesy they processed a one time credit refund" The refund they processed was for an AC Adapter they had recommended as compatible that was not compatible It didn't fit During the whole process they did not apologize one time Every contact with them was stand-offish, like they resented having to deal with the situation at all They did manage to send an AC Adapter that worked (at no charge), I will give them that Kudos for completing the bare minimum My initial contacts with Dell were so horrible (even including personal insults) that the bare minimum only guarantees that this case is complete It certainly does not guarantee that is was completed with any sort of satisfaction or even proficiency
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 submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding
this experienceI assure you we take matters like this very seriously and have initiated an investigationDue to that investigation it was found that the funds have been put back in the account
The Dell representative *** has attempted to contact the customer by phone and email but was unable to leave a voice messageWe remain available to assist the customer if there are any further concernsYou may contact the representative directly by email at ***@Dell.com for any further assistance you may need in this matter
Sincerely
Advanced Resolution Group
Incident
*** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative recently contacted Mr*** regarding his concernsOur representative worked with the account verification department to resolve this matterOur records show
that order numbers *** and *** were canceled and Mr*** was not changedAll the outstanding credits have been posted to the original form of payment for the following orders: ***, ***, ***, and ***Furthermore, Mr*** disputed the charges with his bank for order number *** / bank case number ***; therefore, his request for a refund from Dell was respectfully deniedWe 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
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 submissionOur records indicate the Dell representative;
*** has authorized a replacement Dell Gift Card sent to our customer. *** reminded the customer there is an expiration date so the card should be redeemed within ninety (90) days from the date of issue. The customer has received the Dell Gift Card and has acknowledged they do understand the Terms and Conditions of the card usage. We certainly do apologize for any miscommunication or frustration the customer may have experienced regarding this matter. 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
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***Our representative recently contacted Mr*** regarding his concerns and explained the terms of the limited hardware warranty
***
In the interest of customer satisfaction, our representative provided technical assistance and processed a Dell Direct USB media for reinstallation of the operating systemPlease note, our representative made multiple attempts to reach Mr***; however, has not been able 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 providing a copy of the customer’s submission Customer expressed dissatisfaction with communication and processing expectations for a recent Dell order We regret any miscommunication which may have occurred and appreciate the feedback
When Dell offers for sale a third party item, we must rely on a third party vendor for fulfillment Occasionally unexpected volume of sales or a shortage of a manufacturer’s product is experienced by Dell or our vendors and we must notify customers if we are unable to ship the order by the original estimated shdate and allow a customer to cancel their order or elect to wait for it to be fulfilledSince the date of the submission, a Dell representative contacted the customer to provide assistance and update the customer as the order progressed The customer’s order has since been delivered and we ask that he contact our representative at ***@Dell.com for any further assistance he may need regarding this matter.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 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. *** has refunded the customer’s shipping charges and confirmed he has received his order. 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 follsubmission. Customer expressed
dissatisfaction with Dell service and support and wants a $Price Match
refund. Since the date of the follow up submission, a Dell representative
contacted the customer and, for customer satisfaction reasons, processed a
$concession coupon which the customer can use toward another
purchase. The customer indicated to our representative that this resolves
her issue. She may contact our representative at ***@Dell.com should there be
any further questions regarding this matter.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Complaint: ***
I am rejecting this response because: Microsoft doesn't support Windows anymore and Dell knows itAnother game they (Dell) is playing
Regards,
*** ***
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur records show that the limited hardware warranty for service tag number *** expired on October
19, Depot service was issued on November 11, associated with order number ***Our records show that on December 2, 2016, as per original hardware configuration, correct parts were replaced by Depot under dispatch number ***Depot repaired and fully tested the computer, which was delivered to Mr*** on December 5, Furthermore, in the interest of customer satisfaction, our representative offered a refund of the repair cost listed under order number *** or a certified refurbished replacement computer, per the terms of the warrantyPlease note that Mr*** declined these offersHis request for an onsite service with new upgraded parts or a new upgraded replacement computer was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly by e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc